ComplaintsforOpticsPlanet, Inc.

• Initial Complaint

  08/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have an item that I order from them that I paid over ****** for sitting in ******* for 4 days. I was supposed to have received it today. They do not care. Once they get your money you are S.O.L. I don't know how they stay in business with this much of a lack of customer service.

  Business response

  09/09/2024

  We sincerely apologize for any misunderstanding. We have reviewed your order and show that our Value Shipping method was chosen, which has an advertised time in transit of 5-10 business days, with final delivery possibly taking up to 14 business days. Please keep in mind that business days do not include Saturdays, Sundays, or major holidays.
  
  The carrier's tracking information indicates that your order was picked up from our warehouse on 8/8/2024 and delivered to you after 11 business days in transit (8/24/2024).
  
  If there were any momentary delays with the tracking information provided by the carrier on their website, we sincerely apologize. This, unfortunately, is outside of our control, but is often the result of a simple mis-scan of the package while in transit to its final destination. We certainly understand the frustration that this can cause, but are happy to see that your order was delivered within our promised timeframe.
  
  If timing is critical, we do offer One-Day, Two-Day, and Expedited (guaranteed within 3 business days) Shipping options. To view this information and more, please visit the Shipping Policy page of our website (*********************************************************).
  
  Should you have any additional questions, please do not hesitate to contact our ************* team. Thank you!

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed my order end of July received tracking informations and estimated delivery date fairly promptly. After 2 days I noticed the package was in state not on the way from shipping location to me and then it just suddenly stopped moving after the most recent arrival scan. The website says to call immediately if no movement within 48 hours. I call, email, and chat. Every employee reads from a script and cant differentiate the difference in a shipping delay and a lost package. I understand cheap shipping maybe slow but you state on your website to be contacted if no movement in 48 hours (2 days). My package shows stuck for over a week at the current moment. You have refused to open a claim stating this is your shipping partners agreement and disregarded the agreement with your customer to deliver on products I have purchased. I have offered many acceptable solutions such as refund/replacement but you refuse stating only after 15 business days of non movement then you can begin to open a claim. This is insane and often times too late to do a credit card dispute with my card company which Im sure is why you do it this way as it insures the customer cant get their money back. Regardless of your reasoning this is a bad business practice and poor customer services. I have spent a few thousand at your store in the past year and Im grateful this is my first issue because your service is a nightmare. I would like my item actually delivered or a refund issued but I know neither of those are going to happen anytime soon.

  Business response

  08/15/2024

  We are truly sorry for the negative customer experience, as that is certainly never our intention. After a review of your order, we show that the shipping method selected was Value Shipping, which has an advertised time in transit of 5-10 business days, with final delivery possibly taking up to 14 business days. The carrier's tracking website shows that your package was delivered on the 9th day in transit, within our promised timeframe.
  
  We do apologize for the momentary pause in tracking updates, as the carrier provided no information between a scan on 8/1/2024 and the next update on 8/6/2024. This is often the result of a simple mis-scan by the carrier. Oftentimes, the package is still in transit and on the way, but was not scanned in upon arrival at the next stop along its journey. We do understand the frustration and concern that this can cause.
  
  Per the carriers policy, a lost package claim can only be filed after 15 business days of no movement. The carrier will not accommodate a claim any earlier than the allotted time.
  
  While we regret the inconvenience you experienced while awaiting your order, we do appreciate your patience and understanding throughout. We hope that you will give us another chance to meet your expectations in the future. Thank you!

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  OpticsPlanet says they only charge a credit card once an item has shipped. On 07/17/2024 they sent me an email saying the second part of a delivery ordered 07/13/2024 was shipped. On 07/31/2024 I emailed them when I checked their tracking number and it said after a full two weeks that only a label had been created and nothing has been shipped. I then confirmed with a woman named "Essence" on their phone line that the item was in stock, and she didn't know why it hadn't been shipped. At this point I asked for a refund of $42.73 they fraudulently charged my card. ******* said she would get it taken care of that day, but didn't. Then ********* B" via email said she would process the return and talk to their logistics department. She then did none of that. It is now 08/02/2024 and they are ignoring me. I seek not only a refund, but OpticsPlanet to be penalized for fraud. If your company says they only charge a credit card when they are shipping an item, they should NOT be allowed to just create a label and still charge the card, lie to their clients and then never ship anything. I am sure they do this with many customers and [they] need financial penalties in order for them to fix their fraudulent business practices.

  Business response

  08/15/2024

  We sincerely apologize for the unexpected delivery delay and lack of tracking updates from the carrier's website. Please note that your order did depart our facility on the date that your method of payment was charged, as we do not capture payment for an item until it is being packed and prepared for shipping.
  
  As soon as our ************* team received your cancelation request, we contacted the carrier in an attempt to intercept and re-route the shipment back to our warehouse, as we can only cancel an order if the request is received before the order has shipped.
  
  We show that a full refund was issued to your method of payment on 8/2/2024. Please let us know if you are still not seeing this on your end.
  
  While we regret that this order did not work out as expected, we hope that you will decide to give us another chance again in the future. Should you have any additional questions or concerns, please do not hesitate to reach out to us again. Thank you!

  Customer response

  08/15/2024

   
  Complaint: 22082790
  
  I am rejecting this response because:

  You say in your response you shipped it on the date you charged my card... 

  You did not. 

  Records indicate you made a shipping label, which is different than shipping because a full two weeks later the package had still not been shipped. Then the person I spoke to tried to get them to actually ship it as she told me she was unsure why it didn't ship. I asked her to cancel it, and had to call again the next day. 

  Your system is fraudulently setup to charge when you print a label. If it were shipped within 24-hours of this being done it would be fine. Differing stories from each representative I spoke to, and now another response which is not accurate. My order was refunded - thank you, but you need to fix your system because I'm sure you don't have a policy in place with regards to time frames to ship after label creation. Change that. Be better. 

  
  Sincerely,
  
  ***************************

  Business response

  08/29/2024

  We are deeply sorry for any confusion caused. Please note that a label is only printed after the contents of an order have already been packed, as printing and applying the label is always the last step of the process when preparing an order for shipping.
  
  When you first contacted us on 8/1/2024 to inquire about the status of your shipment, we immediately opened an internal investigation, which included reviewing CCTV video footage of our warehouse packing station. This review confirmed that your order was packed correctly and shipped out on 7/17/2024.
  
  Unfortunately, the carrier's tracking website did not reflect any updates until 8/1/2024, despite them receiving the package from our facility on 7/17/2024. This is often the result of a simple mis-scan by the carrier. While that lack of tracking information is out of our control, we certainly understand the frustration that it can cause and apologize for the inconvenience.
  
  On the same day that you contacted our ************* team, we submitted a "return to sender" request to the carrier. Once the package arrived back at our warehouse, a refund was then issued.
  
  If you have any additional feedback for us, please do not hesitate to reach out again. Thank you!

  Customer response

  08/30/2024

   
  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,
  
  ***************************

• Initial Complaint

  07/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  OpticsPlanet.com knowingly sent me faulty/dangerous product in a misleading add. Total price was ***** and was billed/shipped to me on 07/24/2024

  Business response

  08/13/2024

  We are deeply sorry for the negative customer experience that you have had with your order, as that is certainly never our intention.

  As stated on the **** Product Policy page of our website (***************************************************************), purchasing **** products allows you to acquire elite merchandise at a significantly reduced price. Most **** items listed on our site are factory refurbished models while others were previously unpacked and used for testing, display, sampling, training or demonstration purposes by the manufacturer or OpticsPlanet.

  We are dedicated to assuring that all **** products are performing like-new upon receipt. All **** items are manufacturer approved or inspected by our product experts to ensure proper performance. Unfortunately, it appears this unit may have slipped past those checks.

  We show that a full refund has been issued to you for this order. We, again, truly apologize for any inconvenience experienced. We hope that you will decide to give us another chance again in the future. Thank you!

• Initial Complaint

  07/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I am a repeat customer and have placed several orders with these guys over a few years and I forgot one time to turn off my VPN which they acknowledge they know Is the cause But they are INVESTIGATING ME FOR FRAUDULENTLY PLACING AN INTERNATIONAL ORDER AND Accusing me of not being who I say I am and that my package is not going to where I say its going! Their policy PLAINLY STATES GHAT IF YOU USE AN INTERNATIONAL BILLING OR SHIPPING ADDRESS YOU WILL BE SUBJECT TO FURTHER QUESTIONS, BUT I USED A CALIFORNIA ADDRESS SO I DONT UNDERSTAND HOW THEY ARE ACCUSING ME Attempting to place an international order when they know By the several phone calls and canceling the order and reactivated it and changing the card and everything they still act like I have to answer these questions in order to have my order released when the only thing Ive done is use a VPN! *** asked for them to please explain the action I have taken that violates their rules and I get no help! They just basically are relying on an AI ALGORITHM or some program that says one thing WITHOUT HAVING THE ABILITY TO BE ACCURATE!!! As in saying, Im attempting to place an international order when Im not! This means that ANYONE USING A VPN TO PROTECT ***** INFO DURING ONLINE SHOPPING WILL BE SUBJECT TO INVESTIGATION AND Completely inappropriate accusations to my morals and character!! Ive attached the form they now say I must sign EXPORT AUTHORIZATION FORM BEFORE MY ORDER CAN GO THROUGH FROM IL TO **!?!?

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased some level 3 preditor plates from optics planet and go to the post office they say it wasn't there then to later find out at 1030 that the post office sent the item back because the product they sent had the wrong address I've waited over week for this product for them to just send it back and keep me in limbo till they open will stop at post office and speak with postmaster to try to receive item if all else fails I want full refund or over night shipping on the item I waited 5 days to be "shipped" & processed!

  Business response

  08/07/2024

  We sincerely apologize for any misunderstanding. Please note that the item requested was out of stock at the time your order was placed. The item's availability can be found on the product page of our website, next to the Add to Cart button. If in stock, it will say In stock or "Expected to ship within 1-2 business days". If out of stock or shipping from a sister warehouse, it will show the estimated timeframe for shipping. When your order was placed, the estimated timeframe for shipping for this out-of-stock item was ***** days.
  
  This backorder was then filled just 4 days after your order was placed. When you place a backorder with us, the most important thing to remember is that we do not charge you for an item until we are ready to ship it to you. Once the backorder was filled, your method of payment was charged, and we shipped your order out that very same day.
  
  The shipping method selected for this order was Value Shipping, which has an advertised time in transit of 5-10 business days, with final delivery possibly taking up to 14 business days. The carrier's tracking website shows that your package was delivered earlier than promised, as it arrived on the 3rd day in transit.
  
  We hope that this clears up any confusion. Should you have any additional questions or concerns, please do not hesitate to contact our ************* team. Thank you!

• Initial Complaint

  07/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  This has literally been the worst experience I have had with any customer service department in my life. Not only have they broken the law by releasing information without proper verification, they have told me 3-4 different shipping policies. Two days without a scan, two weeks without arrival, 15 days from the last scan, etc. Further ***** was the least pleasant person when I had offered to take responsibility for the reshipment of another scope ( for a competition and hunting trip ). I had already filed a **** investigation, and today , 11 days after the package arrived in my city, the tracking information on the website updated to "Exception please contact us" and upon calling I was told that no further action would be taken for another week. I understand that policies exist for a reason as I have also worked for a similar company however, when they change out of convenience and are not at all congruent with what is stated on the website; it is really defeating. I really do not want to go the legal route concerning the unlawful disclosure of information but, out of concern for anyone else having sensitive information released it would seem like the correct thing to do. I digress, please review the call history or logs just to listen how many different things I was told and how ***** effectively "boo-hoo"ed (the tone of voice) said something to the effect of "awww that's just too bad" and immediately hanging up .when I raised my concern that I would not be able to reorder an alternative due to the sale possibly concluding prior to any form of resolution. Did I come off as abrasive at certain points, yes, but that was well after I had been told something different from ****, ****, ***** (with an accent) , and a few others. Even today, I was told that since there was a scan, I would have to wait 15 days (granted I was assured by higher that come Monday some form of resolution would be reached), As it stands, the tracking link doesn't work and I am just at a loss

• Initial Complaint

  06/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I saw an add on their website. I called and spoke to a customer service representative to confirm availability before ordering my product. *** spoke to her supervisor to confirm price and availability, so I placed an order. They canceled my order days later and say that item is no longer available at that price. They item available, at the higher price, is letter for.letter the exact same description. I asked them to honor what the price the **************** Representative, and her supervisor, gave me. They will not.

  Business response

  07/16/2024

  We sincerely apologize for the inconvenience that you have experienced. We show that our ************* team has been in frequent communication with you to reach a positive resolution to this situation. We are happy that we were able to address your concerns, and are truly sorry for the initial delay in receiving this product.
  
  Should you need any further assistance, please do not hesitate to contact us again. We appreciate your patience and understanding as we worked to bring this less-than-ideal situation to a suitable outcome. Thank you!

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6-14-24 I Ordered a cloud defense light. Was charged when I ordered it. Today on 6-25-24 they tried to charge me again. And wont send my product or give a refund. Ive showed them the invoice and online receipt they tell me theres nothing they can do.

  Business response

  07/16/2024

  We are truly sorry for any misunderstanding. Please note that we do not charge for any item unless it is in stock and ready to ship. The product that you ordered was out of stock and on backorder, with an estimated timeframe for shipping of 7-17 days.
  
  Although your order was placed on 6/14/2024, we did not capture payment until 6/29/2024 when your backorder was filled. We do not have any additional charges or transactions for this order.
  
  Additionally, we show that your order was delivered on 7/3/2024, after shipping out from our warehouse on 7/1/2024.
  
  If you have any further questions or concerns, please do not hesitate to contact our ************* team. Thank you!

• Initial Complaint

  06/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This is 2nd time i should learn i tryed ordering part from optics planet and just like before here i am no part they say *** deliverd just like last time no part some call that decieafull lying all i want is what i pay for not lies and excuses i paid extra to get it even

  Business response

  06/19/2024

  We are very sorry for any issues that you have experienced with the delivery of your order. As soon as you contacted our ************* team to inform us that you had not yet received your package, we filed a claim with the carrier so that they could investigate the circumstances surrounding this shipment. The carrier concluded that the package was successfully delivered to the correct address.
  
  Our team then received your item back at our warehouse and issued a full refund for the returned merchandise. If you are not immediately seeing this credit on your end, please allow 3-5 business days for it to reflect, depending on your banking policy.
  
  Should you have any further questions or comments for us, please do not hesitate to contact our ************* team again. Thank you!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩