Hello all, just wanted to post about a customer service experience with Optics Planet and get some feedback, as to what others have experienced. First some background on this experience, on 8-25-2011, I placed a holster order with this company, the holster was supposed to fit my Smith M&P 40 4.25", their web page stated fit for this holster as follows, S&W M&P 9C & .40C, BBL 3.38", S&W M&P 9mm & .40, BBL 4.5", however, when I received my order, the gun stuck out of the bottom of the holster approximately 1-1.5", when I noticed this, I sent a message to Optics Planet via email and awaited a response, when I didn't receive one, within 24 hours, I sent the same message asgain, this time to a different department, and again waited for a reply. I didn't receive a reply after waiting another 24 hours, so I went to their website and requested a live chat, the content of which I will copy and paste here. Time of chat: 9/1/2011 11:58:12 AM Length of chat: 01:03:09 Your name: Jan Montgomery Chatted with: Felix 10:58 AM Felix: Hello, Jan Montgomery . Give me a second to review your question. 10:59 AM Felix: May I please have your order number? 11:00 AM Jan Montgomery : Just 1 Second 11:02 AM Jan Montgomery : 1505400 11:02 AM Felix: Thank you. What is your guns make and model? 11:03 AM Jan Montgomery : S&W M&P 40 Full Size 4.25" 11:04 AM Felix: Give one moment to check with a specialist please. 11:04 AM Jan Montgomery : Ok, Thank You 11:08 AM Felix: Can you verify that it is a 4.25 barrel? 11:09 AM Jan Montgomery : Hold On, let me Check the SKU# with Smith & Wessons Web Site 11:13 AM Jan Montgomery : SKU # 209300, Yes, According to Smiths web site. 11:16 AM Jan Montgomery : Hello? 11:16 AM Felix: One moment. 11:20 AM Felix: We are checking for a fit. 11:21 AM Jan Montgomery : Ok, Thank You. 11:23 AM Felix: Our specialist indicated this would be the correct fit: http://www.opticsplanet.net/safaril...x-tactical-black-right-hand-6377-219-131.html 11:23 AM Felix: 6377-219-131 11:23 AM Felix: DS-HT-DAFCDF-6377-219-131 11:24 AM Felix: We are not able to guarantee the fit. 11:24 AM Felix: Safariland does not list an option for a 4.25 barrel only the 4.5. 11:24 AM Felix: You can also call safariland to confirm the fit. 11:24 AM Felix: Please review our return policy here: http://www.opticsplanet.net/return-policy.html 11:24 AM Felix: All returns would need an Return Merchandise Authorization (RMA) number, the RMA form is located here: http://www.opticsplanet.com/rma 11:26 AM Jan Montgomery : Ok, So,they shipped 6377-319-131, that explains the problem. 11:28 AM Jan Montgomery : Do you pay return shipping, with an RMA #? 11:32 AM Jan Montgomery : Since I was sent the incorrect item # 11:33 AM Jan Montgomery : Hello? 11:33 AM Felix: One moment please. Let me check on that for you. 11:34 AM Jan Montgomery : Ok, Thank You. 11:34 AM Felix: I show the -6377-319-131 was the on submitted to us online. 11:41 AM Felix: We would not be able to provide a label for the return. 11:42 AM Jan Montgomery : Ok, so, what you're telling me is that your company won't pay return shipping for an item that is described incorrectly on their website, the following is copied and pasted directly from the webpage description on the product page, all you have to do, is a search for Safariland 6377-319-131 if you don't believe me... S&W M&P 9C &40C BBL3,38",S&W M&P9mm & .40, BBL 4.5". if this is the case, I will never purchase anyything from your company again! 11:43 AM Felix: I do apologize for the inconvenience. 11:44 AM Felix: You have indicated that your gun is 4.25 barrel that is not listed for that holster. 11:45 AM Jan Montgomery : Yes, but ythe description does say that this product will fit the S&W M&P 9mm & .40, BBl 4.5" and there is NO SUCH THING! 11:47 AM Felix: There are 4.5 inch barrel M&P, the information is confirmed with the manufacture. 11:49 AM Jan Montgomery : Maybe in the Pro Series, which isn't even mentioned in the description, although the holster for a 4.5" gun should Completely cover the 4.25" M&P .40 anyway. 11:50 AM Felix: I would ask you to contact the manufacture to confirm the fit for your gun: Safariland 800-347-1200 www.safariland.com 11:53 AM Jan Montgomery : Ok,Since your company refuses to stand behind the products it sells, I will just have to let everyone, on every forum of which I am a member, which is many, about your very poor customer service, especially when your description is blatantly WRONG! 11:55 AM Felix: One moment please. 11:57 AM Felix: I spoke to my supervisor, we would go ahead and send you a label. 11:57 AM Felix: I will submit the request, the label would be emailed from UPS in 1-2 business days. 11:58 AM Jan Montgomery : Ok, thank you, I appreciate your time and help in this matter 11:58 AM Felix: You would need to confirm the fit with Safariland for the exchange. We would also need the RMA to be filled before the label can be processed. 11:58 AM Felix: Is there anything else I can help you with at this time? 11:59 AM Jan Montgomery : No, I think that about covers it. 12:00 PM Felix: Thank you for contacting us. If you need anything in the future, do not hesitate to call, chat or e-mail. We are always available to help. Once again I do apologize for the inconvenience 12:00 PM Jan Montgomery : Thank You. If you notice, I was very nice with the customer service rep, however he was refusing to pay return shipping for this product in order to provide me with an exchange, until I mentioned that I would post about my experience on the forums that I am a member of, at which point his supervisor intervened and agreed to do so, so, at this point I am pretty happy with the outcome, however I just wanted to let everyone know about this experience just as an FYI. I did contact Safariland and the product # that I originally ordered due to the description of fit, on Optics Planets web site was 6377-319-131 and according to Safariland Customer Service, the correct product # for the 4.25" M&P 9/40 is 6377-219-131. I informed them of the problems I had getting their distributor to pay shipping for an exchange and the customer service rep said she was going to email Optics Planet regarding their fit information right away.