What are my Dad's options?

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LocoGringo

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So the situation is my Dad ordered a .308 AR from a company back in late May. They accepted the order and took full payment up front. They still have not delivered anything but empty promises, new timelines and lots of excuses. Today, he tried to get his money back and they told him, "it's against our policy" and there are only 2 people that can authorize a refund. One of the authorized people to give a refund is the guy who took his original order. The guy has been ducking talking with my Dad and I expect it will be impossible to talk with him now.

I ordered a 5.56 upper from them two weeks after my dad placed his order and I FINALLY got my last part from them Monday this week. Their policy seems to be that once the parts they make and have their name on them arrive, they order the upgrades that come from other companies. After the barrel and handguard that they make came in, they ordered the upgraded BCG, adjustable gas block and BCM charging handle. It took a full month and a half for those parts to finally arrive after they tried to send me a DEMO BCG and pass it off as new.

So what are my Dad's options to put the screws to this company and get them to cough up the rifle or refund his money?
 
Did he communicate by email or internet order or did he make the transaction over the phone?
 
The order was taken over the phone. All of the business has occurred by phone. I just talked with him and he didn't even receive an electronic invoice or receipt.

We know it's a legitimate business (don't want to say who yet), but both of our orders were special orders.
 
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By phone? Bummer. There's no real record of anything. If this was a payment card transaction, then file a dispute with the card company. Of course, I would notify the vendor that the deal is cancelled.
 
Ok, here is where I'm ignorant. The transaction for my Dad took place in May. Full payment was made at the time of order by credit card. Can a transaction be cancelled 5 months later?

I negotiated 1/2 plus the cost of upgrades up front and the remainder upon delivery for my upper.
 
Doesn't matter. Unless the company can show that he agreed to wait 6 months for delivery after paying, you should be fine. He paid for goods, they never delivered said goods. Refund is due. You will probably find that your CC company is going to issue a full refund when the company can't show proof of delivery of goods paid for months ago. That's why you should ALWAYS use a CC when purchasing anything online or by phone.
 
The lack of documentation is only going to help your case and hurt the vendor in a dispute with the CC company. They aren't going to have an emailed policy to point to, and they definitely won't have a tracking number or invoice.

Just call the dispute department and tell them the basic story - they will advise you fairly. They work for you, not the vendor.

My wife's hair got fried by a local stylist. It took some back and forth, but we got our money back through the CC dispute process.
 
Most definitely contact his CC company. In every dispute I have had with various companies the CC company has been very understanding and responsive in getting a refund.
 
The CC company is on YOUR side in these type transactions.

They can actually go into a companies account and pull the payment money back out without their authorization. Once this happens, you will likely find them eager to talk to you and get things resolved. But at that point, you're back in the drivers seat.
 
Upon contacting the credit card company, you will likely find that they very quickly give you your money back, and they'll handle the company and whatever they need to do with them to be reimbursed. Credit card companies work for you, and will help protect you as their customer.

Sorry you had this experience, it's never fun and can be so stressful.

No company should take money for something and not deliver within 5 months UNLESS there is explicit agreement with you, documented in some way, that such a delay will occur and you are fine with it. This company would benefit greatly to notify customers, especially phone customers, of their backlog and the expected delay. It's just common sense when doing business. Their piecemeal attempt at getting parts speaks volumes regarding their professionalism and business plan - and passing off a demo BCG as new is utterly unacceptable.
 
"...order by credit card..." That's pop's proof of a transaction. Also his documentation.
Pop gets to start with the credit card company. They'll have done this before at least. Otherwise, it's lawyer time. And that will cost a pile of money to have him send a letter demanding the goods or the money. As mentioned, a lot depends on exactly what the terms of the sale were. Smithies are extremely busy people and having a rifle built, if that's the case, can take as much as a year.
The "it's against our policy" stuff is totally irrelevant.
Mind you, you can't do anything. Not your credit card. Not your purchase. You're just a spectator.
 
The CC company is on YOUR side in these type transactions.
Click to expand...

Yes and a very powerful ally. If the vendor gets sideways with them he can no longer use their services. Might be OK of your a cash/check business but they almost never do sales over the phone either.
 
Thank you for all of the replies. It has been stressful for both of us. He made the purchase on my recommendation and I feel guilty for making the recommendation without trying them first. I got my stuff (FINALLY), but had to go through the BCG supplier to get it made right.

I've passed the word to my Dad and he will be calling the credit card company tomorrow. $2000 is a pile of money to be at the mercy and agenda of a company that keeps giving you a load of BS excuses.

Any other suggestions for a .308 AR for long range precision in the $2000 range before optics?

Thanks again fellas.
 
They seem like a legitimate company unless you order something they don't have in stock. I'm an enthusiastic 3-gunner and they consistently have banners at the competitions and support the sport. I guess I'll say...buy with caution. I haven't had a chance to actually test my rifle yet because I'm getting it cerakoted, but if the performance lives up to the claims, it's going to be a professional level 3-gun rifle that will be difficult for me to become worthy of.

The company is Rev-Arms out of Virginia. Their products seem to be loved, but their business model needs a lot of help.
 
Seems to me that a company should NOT charge against your credit card until the product is ready to ship...completed and ready. They call you and say we ship tomorrow. You say yes and they charge the card as the item goes OUT THE DOOR. If a company cannot order parts and complete the product without your money...go to another company.

Mark
 
A company IS allowed to bill your card long before an item is shipped but only if they disclose this and the buyer agrees prior to the transaction. Otherwise they should bill within 24 hours of shipping.
 
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