ComplaintsforOpticsPlanet, Inc.

• Initial Complaint

  10/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I never received an order I placed that Order # is ********. The items were shipped on September 9th, and it is now October 2nd. They keep saying that after 15 days they will issue me a refund but its been much more than 15days yet they wont give me a refund and tell me i have to wait 15 days. I no longer want this item and no longer would like to do business with them. I've asked numerous times for a refund. They keep giving me a run around last time they said they needed to talk to logistics depart and get back to me but did not. I believe this company is a scam and a joke and should not be in business!

  Customer response

  10/03/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is regarding order number #********. After ordering, I received a email stating to verify my status. I photo copied my credentials and the sign letter for optics planet and I cant get through the phone line and the information has not been updated, I did as told and asked for increased speed in shipping and the order just sits there?? You rush someone to submit information then nothing happens with the update of the order. Is this a business or scamm!

  Business response

  10/16/2024

  We are sincerely sorry for the negative customer experience that you have had with this order, as that is certainly never our intention. While your order was placed on Thursday, 9/26/2024, our records indicate that we had not received all of the required documentation as of Monday, 9/30/2024. However, the following day (10/1/2024) we received the completed certificate and shipped your order out later that afternoon.
  
  We also truly apologize if you were having any difficulty contacting us. Our Customer Care team can be reached over the phone at 1-847-513-6201 (or toll-free at 1-800-504-5897), Monday - Friday, between 9:00am - 7:00pm Central Time. You may also Live Chat with us on our website, or send us an email (contact information for both can be found here: https://www.opticsplanet.com/help-center/). Our hours of operation for Live Chat and email matches our phone hours above, but also include Saturdays and Sundays as well, between 9:00am - 5:00pm Central Time.
  
  While we regret not meeting your expectations with this order, we do hope that you will decide to give us another chance again in the future. We genuinely value our customers and always try to do everything that we can to make their shopping experience with us as smooth as possible.
  
  Should you have any additional questions or concerns, please do not hesitate to contact our Customer Care team. Thank you!
  
  

  Customer response

  10/17/2024

   
  Complaint: 22360105
  
  I am rejecting this response because:
  
  Sincerely,
  
  Drayton Denson

• Initial Complaint

  09/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 9/11/24 I ordered an item from this company that was in there blazing deals section. After 2 days they email me saying they will not honor the price of item. I them tried 4 separate times to cancel the reminder of my order. They have shipped the remainder and charged me shipping with on it before I could get it canceled. I would like for them to honor the price at which I purchased the advertised item for.

  Business response

  10/01/2024

  We are truly sorry for the negative customer experience that you have had with this order, as that was certainly never our intention. With hundreds of thousands of products available for purchase on our website, and new inventory becoming available daily, there are, unfortunately, rare occurrences where a typographical error does occur.
  
  As stated on our website (*********************************************************), after an order is placed, please allow 1-2 business days for our internal processing time. The day after your order was placed with us, we recognized the unfortunate mishap and removed the impacted merchandise. An email was sent out immediately after to provide an update regarding the status of your order.
  
  We show that you have been in communication with our ************* team via both email and over the phone regarding this matter. Should you have any additional questions for us, please do not hesitate to contact us again and we will be happy to further assist you.
  
  While we sincerely regret that this order did not work out as planned, we appreciate your patience and understanding. We hope that you will decide to give us another chance in the future. Thank you!

  Customer response

  10/02/2024

   
  Complaint: 22281630
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

  Customer response

  10/02/2024

  The business did not hold up to their sale price. The price policy is not easily available on the website. I could not contact the business to cancel the remainder of my order and I was charged shipping unknowingly because the price after the canceled item on their part dropped the overall price under the free shipping threshold.

  Business response

  10/03/2024

  Thank you for following up with us, *******! Please keep in mind that we do not capture payment for an item until it is being packed and prepared for shipping. For this order, you were never charged for the product that was removed.
  
  Additionally, we have reviewed the email thread with our ************* team and did not receive any requests to cancel the remainder of this order. We did, however, fully refund the shipping fee on 9/13/2024. We have just sent an updated order invoice to you via email.
  
  While we recognize your frustration and disappointment with this order, we do appreciate your patience and understanding. If you have any further questions or concerns, please do not hesitate to contact our ************* team. Thank you again!

  Customer response

  10/03/2024

   
  Complaint: 22281630
  
  I am rejecting this response because:

  I was still unknowingly charged for shipping and I did receive a refund 3 days later. I tried contacting multiple times to cancel 
  
  Sincerely,
  
  ******* *****

  Business response

  10/16/2024

  Thanks again for contacting us, *******! As mentioned in our previous correspondence, we, unfortunately, were unable to locate any requests to cancel this order. For any questions regarding order cancelation, please visit ****************************************************************************************.
  
  We want to ensure that you have our correct contact information for whenever you need to get a hold of us. Our ************* team can be reached over the phone at ************** (or toll-free at **************), Monday - Friday, between 9:00am - 7:00pm Central Time. You may also Live Chat with us on our website, or send us an email (contact information for both can be found here: ***************************************************). Our hours of operation for Live Chat and email matches our phone hours above, but also include Saturdays and Sundays as well, between 9:00am - 5:00pm Central Time.
  
  Please reach out to our ************* team for any further assistance, if needed. Thank you as always!
  
  

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for a Vortex Crossfire Scope on 23 Aug 2024. The item was delivered to my home ~4:30 pm, and after inspecting it, was found to be damaged/defective upon delivery. I contacted Optics Planet (the seller) customer support at ****** that same day, to explain the issue (there is debris between the two lenses that does not belong there, and negatively impacts the ability of the scope to function properly). I informed the seller they can schedule a carrier ***** Fed-Ex, etc.) pickup of this item from my location, and I will have it prepared and ready, so they can receive it back, but they told me that was not an option at this time. Despite my objection, the seller was unwilling to provide me with a refund, or send me the new/undamaged item that I ordered and paid for.

  Business response

  09/25/2024

  We sincerely apologize for any inconvenience experienced with your order. Please note that our products are factory new unless marked as a demo unit and shipped to our customers in the same condition as received from our suppliers. The products we receive go through the manufacturers' quality control to ensure that they are in the best condition possible. Unfortunately, it appears this unit may have slipped past those checks.
  
  Your request to schedule a carrier to pick up the item from your location was approved and a *** Pick-Up Return Label was provided. We have since generated 2 additional *** Pick-Up Return Labels as the carrier's tracking information shows that they have made 6 unsuccessful attempts to pick up the package. Please coordinate with the carrier so that they can retrieve the package at a date and time that works well for you.
  
  Should you need any additional assistance, please do not hesitate to contact our ************* team. Thank you!

  Customer response

  09/26/2024

   
  Complaint: 22221796
  
  I am rejecting this response because:

  The Company claims to have generated three labels for me to send the item back, but they did not, and I made them aware they did not, multiple times prior to them making them making this false claim. They sent one label, after three weeks, and it took multiple emails on my behalf just to get that one label. 
  

  Theyve also claimed the carrier made six attempts to pick the package up from me. I repeatedly asked the business to let me know the date/time they were scheduling the pickup, and they repeatedly failed to do so; as a result, I had no way of knowing when the carrier would be coming to retrieve the package, because I am obviously not home 24 hours, every single day. One time they actually emailed me around 1:30pm to let me know I should leave the package outside at 12pm that same dayan hour and a half before they notified me! Their level of communication and customer service has been a joke. 

  Ive since emailed them again, asking for a date and time the carrier will be coming for pickup, and after nearly a week, they have still not provided one to me. 
  

  Claiming that products are sent from other manufacturers, and its someone elses job to ensure theyre not sending out damaged items, is simply passing the blame. My business was with OpticsPlanet, not a supplier, and when items arrive damaged; it falls on OpticsPlanet to issue a refund. They have still not issued a refund over a month after the damaged item arrived damaged, they have repeatedly failed to offer me a date/time for *** pickup, and they have a legal responsibility to refund any merchandise that arrives damage, which remains unfulfilled. Their behavior has been evasive and dishonorable, and I am still waiting for a refund for the damaged item they sent me  

  
  Sincerely,
  
  **** *****

  Business response

  10/03/2024

  Thank you for following up with us, ****! We sincerely apologize if the emails from *** for the first 2 labels (tracking # 1ZE275Y62611915262 and 1ZE275Y62608316264) were not received on your end.
  
  We show that we have since issued a full refund after receiving *** # 1ZE275Y69034849608 back at our facility.
  
  While we are deeply sorry for the negative customer experience that you have had with this order, as that is certainly never our intention, we appreciate your patience and cooperation. We certainly understand the frustration with this less-than-ideal situation and regret that your experience with us wasn't as smooth as it should have been. We hope that you will decide to give us another chance in the future to regain your trust and confidence. Thank you again.

• Initial Complaint

  08/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  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:

  Resolved

  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!

*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. ↩