Frustrating experience with Optics Planet.com

[viper7342]

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.

 

[DAdams]

I have probably purchased at least 10 items via OP including at least two holsters a Viridian Laser, two CT Lasers, $200+Bushnell Binoculars, Otter Boxes etc...one thing I do prior to purchase is go to the Manufacturers website and make sure the PN jive. I just do this as a matter of course...be it guns from Bud's or the gazillion items I have purchased via Amazon.
I did have to send a Wilderness Tactical belt back to Dillon Precision. They emailed me a RMA and I paid the freight to them and they back.

I have to say that so far I have had 99% satisfaction dealing with OP. I even have called them and beat them up for expired discounts!! And they complied.

Do your diligence when purchasing on-line and read the fine print.

Looks like they screwed up and should swap the item. Getting them to pay shipping each way depends on their printed policy and what you can negotiate. Everythinig is negotiable!!

 

[viper7342]

one thing I do prior to purchase is go to the Manufacturers website and make sure the PN jive.

I guess that's what I'm going to have to start doing, although this is the first time I've had this kind of experience with anything I've purchased online.:banghead:

 

[cacoltguy]

I spent about $1800 on a Leupold scope, rings and base that I bought from Optics Planet.com When I received the package, the base was short one of the smaller 6-48 screws I needed for my rifle. Granted this was the fault of Leupold and not Optics planet but I figured they could help me out and send me a screw at a cost of like $2 since I made an order of almost $2k. They guy on the phone told me they couldn't help me with that and I should call Leupold instead. Leupold did send me another screw but it was a 6-48 screw that didnt have the little shoulder that makes it fit snugly with the holes of the Mk4 mounts which universally accept the 6-48 and larger 8-40 screws. I finally gave up and send the mount back to OP for a refund and then ordered another one from them which had the proper screws. Granted they didn't make the mistake but they weren't exactly helpful to a customer that had just given them a considerable amount of money. There prices are good and the shipping was fast and I would probably order from them again since this wasn't a huge issue (refund was prompt.) I think they could use some work in the Customer Service department however.

 

[aryfrosty]

Optics Planet

I have bought holsters from them. I have also bought several Lasers and today I received an NC Star red dot and mount for an AR 15 from them.
As for screws, etc...I would never think that they would have screws to send you for a scope mount. They are a transfer dealer for a large number of manufacturers of a wealth of items. I submit to you that, if Leupold got it wrong, it would be impossible to ask a dealer to know what screw you needed.
For the holster issue. I ordered and received a nice Safariland OWB for an Hk P7PSP. It was right. It fit. It is hard to get a holster for P7 pistols. If your problem was a simple incorrect shipment I would have just sent it back and asked that they be more careful to send the one you needed.
I have no issues with Optics Planet. I'll keep ordering from them, based on my experiences. And I don't know them or any employees personally and I don't work there or own stock. I have ordered enough from them to believe that if they are careless or just dumb I would have gotten a bad order in there somewhere. And it just hasn't happened.
Many suppliers...Wal*Mart, Home Depot, and etc. won't do "warranty" service on items they sell. They tell you to go back to the mfr.

 

[viper7342]

I would have just sent it back and asked that they be more careful to send the one you needed.

aryfrosty,
This is all I wanted them to do, but since it was their fit description that was wrong, I wanted them to acknowledge this and pay for return shipping. Why should I have to pay an additional shipping charge, in order to get a product that fit, when according to the info on their web site this one should have been the right one?

 

[OPBrian]

Hey Guys,
I’m sorry you’ve had some trouble with both our website and customer service. We work really hard at keeping our sales and service staff well-informed on our products. We have product training classes on everything from rifle scopes and night vision to eyeglass prescriptions and flashlights. It’s really important to us that we give you the best information, whether it is through an email, live chat, phone call or the text on our site.

We’re working right now to confirm all the descriptions on our site. Our customer service representatives are trained to trust them 100%, so even though they have received training they can be wrong. The descriptions for Safariland products were supplied to us by them, and we’ve noticed a few issues recently, so that is definitely one of our focuses at the moment. It was because of these discrepancies that the supervisor gave free shipping.

Jan, I’m really sorry you had to go through so much trouble. We’re not happy when our customers have problems because of product descriptions, regardless of whether it comes from a manufacturer or us. I’m going to send you a PM to let you know that the lines of communication are always open to OpticsPlanet. If anyone else has any concerns, please let us know. If need be, we will bend over backwards to make sure you’re satisfied with your experience.

Regards,
Brian
[email protected]
800.504.5897
http://www.opticsplanet.com

 

[20nickels]

They (OP) sent me a sight other than pictured and are currently rectifying it although it cost me $9 shipping.

 

[viper7342]

OPBrian,

Thank You for your kind reply. As I told your Customer service rep, the description was wrong. I appreciate the fact that you are working to correct it and any others that are not right, I realized at the time that it was more than likely not the fault of anyone at Optics Planet and probably was due to information supplied by Safariland, however, at least at the time I ordered that particular holster, it did say that it would fit a Smith M&P with a 4.5" barrel, as well as the 3.38" C models, which would also, or should have accomodated an M&P with a 4.25" barrel, I didn't have a problem with the fact that the description was wrong, as mistakes happen that are beyond the control of distributors of everything from gun accessories to car parts, my only problem with your customer service department at all was the fact that they weren't willing at least initially to pay return shipping when the description was wrong no matter who's fault it was, in order to make an exchange for the correct item.

 

[Chief Sapulpa]

Zero tolerance on return policy

Optics Planet has a strict return policy with zero tolerance regardless of circumstances. Even their so-called Extended Holiday Policy has fine print and the extension declines the closer you get to the holiday. Because of all of the fees I had to pay to return a defective product they will no longer get any of my business.

 

[Mike1234567]

Hmm... no Optics Planet for me.

 

[wow6599]

I may be wrong, but I think their screw-up comes from S&W making a 4.5" M&P 45.

 

[Maple_City_Woodsman]

I have had good experiences with Optics Planet.

 

[Pict]

I may be wrong, but I think their screw-up comes from S&W making a 4.5" M&P 45.

What were they thinking?

 

[highlander 5]

I've only dealt with Optics Planet once and all went well. I will make this comment the few times that I've had to return an item from Midway,Widener's or any of the other online vendors I had to pay for the return shipping. Some have credited me for postage,some include a preprinted return UPS label. It's like the ads on tv for whatever gadget they are selling,in the fine print it's alway money bacck guarantee LESS S&H. Of course the add cost for the UPS labels are factored in to the cost of the item.

 

[BBDartCA]

I've recently bought a couple items off OP thru eBay. Both deals went smooth as silk. On one of them, I asked if they could reduce the price on the scope I wanted, and they gave me a nice little discount. And their original price was better than anything I could find online. No tax + free ship too.

 

[viper7342]

I may be wrong, but I think their screw-up comes from S&W making a 4.5" M&P 45.

wow6599,
The M&P 45 does indeed come with a 4.5" barrel, However, the description for the holster I ordered, mentioned only the M&P 9C, 40C and the M&P 9/40 4.5", Which AFAIK doesn't exist, so I just figured, as would anyone else that had never had any problems with anything they had purchased online (which in my case has been many) that the 4.5" description was simply a typo that should have been 4.25". In any event, I received a UPS shipping Label, to return this product in my email last night and as soon as I get somewhere where there is a printer, I will ship the holster back for an exchange as I also have an RMA# from OP and once I get a version of this holster that actually fits my pistol as it should, I won't have any problems ordering from them in the future, with 1 caveat, that being that I verify that the product # that I want to order, with the actual manufacturer of that item.

 

[Leaky Waders]

How much was the shipping and handling? How much time did you waste trying to collect it?

When you purchase something from Walmart, and then decide to take it back...do you grapple over who has to pay the gas that you put in your car fro the return trip?

Some things aren't worth the elevated blood pressure...relax and move along imho. Hell, I would've just kept the mis-sized holster...will probably get something to fit it eventually.

If the retailer is doing purposely deceitful, that's another story.