Complaints

• Initial Complaint

  11/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Nov 6th, I placed an order at Veteran arms. I put in my shipping address for my order. I also put in my billing address linked to my card. The order was confirmed to ship to my shipping address as entered. I never got a tracking update or tracking number. When I reached out to veteran arms a lady by the name of Marilyn M****** informed me that she made an error and sent the order to the billing address. I am no longer at that address and have not been there in some time. I was later contacted by Charles the owner of veteran arms. He stated I would need to go drive by my old address and look for it. I did that and the package was not there. I informed him of this and he tried to give the office there a call. No one answered. I asked Charles to have another order shipped or my money back as it was not my fault the shipping error occurred. I expressed my displeasure with the experience and was told that he does not really care if I’m disappointed or unhappy with the service. I reached out yesterday at 4pm to see if there was any update in the redirecting of the package and have yet to hear back. I have purchased from them before and have never had this issue. Charles at Veteran Arms number is ************ Marilyn M****** at Veteran Arms ************

  Business response

  11/20/2024

  The customer placed an order with our company providing separate billing and shipping addresses. His order was processed and accidentally shipped to the billing address instead of the shipping address. When the customer reached out to us regarding the order, our sales representative admitted the mistake and told him that it had been accidentally delivered to the billing address and provided proof of delivery. 
  
  
  The customer claimed at that time not to have any way either to access the billing address he had provided with his order or communicate with the property managers. (It was an apartment complex.) We obtained the name of the complex and told the customer that we would reach out to the property manager to see if the package could be retrieved. The customer seemed ok with this course of action on the telephone.
  
  
  Within a short time, however - less than an hour - we began receiving multiple messages from the customer demanding that we immediately issue a refund or ship him another product. As we had already communicated that we would first attempt to have the parcel retrieved and redirected, we ignored these demands.
  
  
  Over the course of the next few days, we reached out several times to the property managers at the apartment complex and waited for a response. In the meantime, the customer communicated that he “drove by” the property and attempted to reach the property managers via telephone, and continued to leave messages demanding immediate refund or replacement. 
  
  
  When the property manager returned our message, we relayed situation and a search was made for the item. No request for assistance had been made by the customer. 
  
  
  When we received word that no retrieval was possible, a refund was issued for the item.

  Customer response

  11/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

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