Alright Paintballgear.com...I'm calling you on this one!

[cphilip]

Ok here is what happened. I have given up on them answering me again on it...

I placed a small order. One item was a tank cover for my new tank. Needed a 68ci but accidently clicked the button for 48-51 and did not notice it until I hit the send thingie. I noticed it as it was flashing off the screen. I said Oh No! (something like that) So I look up the customer service email and send them a email describing my mistake and send it to them. Right away. Withing a minute! This was a 3:27 PM their time on Friday. Just as I send it the confimation email comes in from them. So I hit the reply on it too. It shows its going to the same customer service email addy I had just looked up so I reply to it and explain the problem again just in case. No response all weekend. Monday I get a shipment confirmation from them and guess what! Wrong thing is still on there! So I emailed em again. Much later they come on with a "well we must not have gotten your email because you didn't send it before we processed the order and..."

Let me sum up for you what they pretty much were saying in that one and only email:

"Dear customer BS, please call our people and they will give you a way to spend more of your money getting the thing we sent you wrong back...but we might have to charge you more to do it and you might have to pay again for us to ship you the darn thing you wanted in the first place and told us three times what you wanted and that the order was wrong and it needed to be fixed before we shipped but we ingnore it and didn't read our emails and sent you the wrong thing after all and so now for you to get the right $16 item it will cost you about like $30 by the time we get done screwing you for every last cent we can and ruining any possible future business we might get from you and knowing full and well you will trash us all to heck now to everyone you know and so we will in the end lose hundreds of dollars for screwing you over for a $16 item that we could easily have sent right the first time and/or fixed by sending you out the right thing and appologizing for not being diligent in checking our customer service email and since we are now ignoring and not responding to any of your future emails this is just our tough luck and yours because we treat everyone like crap after we get things ordered shipped out because we do not like to deal with problems as its distastefull to us so we just ignore them after the first excuse is not enough and we thanks for your business"

So that is sort of what he said...I am reading between the lines.

Customer service? Hardly! They refuse to respond any more to me. I have not heard back anymore on it. None of my emails was rude or threatening in any way. But as to orders...It seems they do not even check their emails before blindly proceeding to fill them so if you make a mistake you are going to have to live with it. Another example of someone wanting to do an online business but not wanting to put the effort into doing it correctly. So I now have no 68 cover coming but I got a 48-51 I can sell ya cheap! Its not worth the money to ship it back and pay a restocking and then pay their high shipping (over $8 minimum) for a $16 item. So I will just pay more for one localy and not do business with them again. I would have had they offered to meet me half way. At least be aware that you cannot make a mistake with them and expect them to correct it after three days of trying and a few more after they shipped to reach some kind of compromise. They just do not want to hear from you after the order is placed. They got the money so why should they? That's the kind of attitude I got anyway.

Oh and thanks Mike Massey of Painballgear.com for answering one email and then brushing me off. If any of you would have answered the first two none of this would have happened

So the moral of this story is DO Not order from PB Gear and make any mistakes. You will pay for them because they don't bother to give you any way of correcting them that will work. Nor do they seem to care if they do.

[Steven]

I have been echoing the same sentaments for the last 6 months. Did business once with them and NEVER again.

[mattyfatty182]

Not to make you feel worse or anything, they let you see what you are buying like 3 times before you actually pay for it...

[meanelvis]

while i've had several great transactions with them, i've had a couple that were horrible, making me do all my online business now through www.countypaintball.com (which is cheaper than pbg on many items and shipping is ALWAYS more reasonable).

their big problem is mainly horrible customer service, who seem to be selective about the correspondance they receive. phoning them doesn't help either, they all seem very happy to stonewall you and say "well i wish i could help, but i cant. anything else i can do for you today?"

i encourage you to do as much business as possible thru your local shops (gotta support the sport at its basic level), but when you just cant afford the 175% markup, check out www.countypaintball.com . mike the owner usually responds to my questions/comments/concerns via e-mail within 12 hours.

[cphilip]

Thanks Matty...I did feel like a dolt. I got in a hurry and screwed up. I fully admitted that to them and all of you But in this case no last pictures. ONly the buttons and its into the cart. Failed to recheck the cart and my account is all set up so its too easy for me to be sloppy. They had them all wiped out for these covers so you had to chose the size. In the fore ground. Only one time there and one at the final screen.

My point was the results after you make a mistake and immendiately try to rectify it. I have done business with them smoothy before. BUT...WITH THESE GUYS NEVER MAKE A MISTAKE!!!! The don't care then if they follow up with one of their own. And they probably will not correct it even if you try and call it to their attention and ask nicely in pleanty of time of them to do so

[TigerMan]

I personally have never had any problems with them ever. I am not trying to criticize you when I say this, but you most likely should have called to change/cancel your order if you could have (unless you did, then ignore this). I know they are very slow to respond to emails, so that wouldn't have been the option I would have taken. However, the email the customer service sent you was simply uncalled for. I wouldn't take that ones sales persons views to be the company's views. If you wish to pursue it, you could always call up and ask to talk to the owner and explain the situation.

[MajorDamage]

Thats why I love 888, they always fix mistakes . I only order from pbgear if 888 dosn't carry the product I want. But then again Ive only had to order from pbgear like three times lucky me ! Sorry you got screwed Phil! Order C.O.D. next time that way if they do this just say "Hey well It's C.O.D., and I'm refusing the package !" or just order alot of heavy stufff(like 58 cases of paint, and a ton of Emags) on C.O.D. and make them take it back after they send lol!

ENDO!

[LaW]

Yeah i forgot to add something on my order so emailed them right away and i got a response 2 days later after i recieved the order saying "i went to add it on but your order had been shipped already" If you order what you want you'll get what you ordered, if you mess up you'll pay for it. I order from there still because i live one state up and get my stuff the next day always.

[cphilip]

Well they clearly say to cal OR email. No preference. And I like it all in writting so I do it that way when I can. Had I called they could have denied if, when and where it took place. I got the emails with the time stamped on them so I got them by the gonads in that respect that they had three days to fix it and it was during business hours. No excuses.

Anyway... thats the story. I never said Don't do business with them. I said I would not. And I woudl tell all I know why. I do not like the after sale experience I ahd.

[mac2k4]

i've never had a problem with'em, and i've ordered alota crap from them. even when i had to return stuff, they have good customer service.

[MAGS own YOU]

You should have called them instead of emailed them. It would have worked that way. I do orders with paintballgear every 2 weeks. Never have problems.

[Additude]

Hey Man,

I'm not sticking up for anybody here, but look dude, it was your mistake, not theirs.

Just because you send them an email doesn't mean they are obligated to "Snap To" and resolve the problem you created. Just remember, your not the only one on the internet. These guys have more to do than keep track of people who can't use a mouse button and read.

I just don't think you should be bad mouthing someone else for not fixing your mistake.

Next time pay attention to what you are doing and you wont have to *edit* No cussing allowed here.Army about it.

[irbodden]

The guys at Paintball gear are good people, CALL them, the sales rep. I talked to even admitted that their website/email was unreliable. Don't make a rant about before you exhaust all fesible possibilities.

[Paintchucker]

Quick Call probably would have stopped it...

Hindsight being 20/20, it would have been much cheaper for you to give them a call. It would have been more time efficient, and you could have caught it before it was too late...

[Chef123161]

Stupid PBG...

I placed an order last tuesday the 29th of Jan. Anyway, I did business with them before and didnt have a problem. I call them up and find out if the item is in stock, and it is. I order it, and I ask the guy which credit card he has, my moms or mine. He said my mothers after I told him the name and I said ok. We hang up. I figure it will be here Friday or Monday because they said it takes about 3 days. Anyway, Tuesday the 5th of Feb rolls around and no package. I call them up. Turns out that something went wrong and they needed the 3 digit security code off the credit card and my item never shipped! One whole week it sat there in a box and they didnt even call to tell me anything was wrong! I gave them the needed info and the item shipped that night. Should be here friday. I will NEVER buy from PBG again because of the lack of Customer Service.