ordered belt and mags october 1 on a web email that offered free shipping over $150
put in comment box asking why i was charged for shipping even though i put the correct code
at no point on the website nor on the email was there any notice that it was ups ground only
received the package right away
sent an email in to dsg on the 4th asking about the shipping
never received any return email
called today
cs guy "tye" explained it was ground only
said it was unfortunate that it was not posted on website or email
said that my note on the web order was not read because it is automated, and goes straight to shipping and processed
didn't understand why i never received response to my email
had me forward the email to him, then he forwarded to his manager
said he could give me free shipping on my next order
i explained to him that i understand the cost of shipping to hi, so i am very careful to read the fine print so i don't get hosed on shipping
and that i appreciate the offer of free shipping on my next order, but why would i order from them again when i feel they did not explain in the email and on the website the restrictions
plus the fact that i never received a response to my email
said he could put me through to his manager
i was on hold for 10 minutes
manager "charlie" comes on, knows nothing of the situation
i explain it all again
he says that i agreed to the shipping i paid when i clicked send on the order, and that by agreeing to the terms of service, i have to pay the shipping
i explain to him that i made every effort to try and find out about the shipping
and even sent an email to follow up, and then i have to call and check 2 weeks later?
i asked him why would i want to order from a company that did that to me again?
he asked me what i want him to do
i told him him could credit me the $15.75 because i made my best effort to get the free shipping
he tells me he has the ability to credit me the amount, but he won't since i agreed to the terms of service when i entered the order
incredulously, i asked him, "so you are willing to lose a customer over $15.75? and i do realize that you could say the same thing about me, that i am being a butthead over $15.75"
he tells me i shouldn't put words in his mouth, but he cannot credit me the shipping
i tell him, "thanks for making me wait on the phone for 10 minutes to hear that"
and hang up

mahalo for letting me vent

Contact the credit card company, and dispute the over-charge.

The company has 30 days to respond to the CC company.  If not, you win by default.

If they respond, nothing changes, but you wasted their time in exchange.

It might work out.

.

When you reply to execs, cc the customer service section and/or vice versa as well.  Also, if possible include links to forums, facebook, whatever else social media outlet and private feedback/complaint sites when contacting company/customer execs.  Big company execs hate that sort of thing.

I made some complaints about crapsman products concerning warranty issues to Sears.  Amazingly enough I had a response within a couple of days requesting I call the provided phone number asap.  In the end I ended up getting a refund for these POS "Professional" series of wrench sets and a bunch of coupons ranging from 20% off anything in the tool department, free oil change and oil filter service, free alignment, etc...

Sorry to hear this.  DSG is one of my primary go to places and I have had nothing but positive experiences, personally and professionally with them since almost day 1 of their online storefront and I suggest them often.  DSG also has a very positive reputation on forums in general and within the shooting community.  They hire a lot of vets and are very becoming very active in the shooting sports world.  I know the majority of the employees are true enthusiasts as recreational shooters and hunters.  Again sad to hear this. 

mahalo darmok
they are just gonna stick to the fact that i agreed to the shipping when i hit the send button
and i am not dissatisfied with the products i received, i would've ordered the belt at some point and paid the shipping in full
and while i did add some items for my friends to make the $150, they are items that are unavailable here, or difficult to obtain

i will chalk it up to a lesson learned, and never order from them again

this
"If they respond, nothing changes, but you wasted their time in exchange."
cracked me up
thanks

Contact the credit card company, and dispute the over-charge.

The company has 30 days to respond to the CC company.  If not, you win by default.

If they respond, nothing changes, but you wasted their time in exchange.

It might work out.

mahalo NG
thanks for pointing that out about the bbb
as for escalating to execs, executives from a company that doesn't care about an F from the BBB are not likely to be sympathetic for my $15.75

Sorry to hear about your woes, bruddah macsak.

DSG Arms received an "F" from the Better Business Bureau.

If you wanted to take it to the next level, perhaps you could:

1. Post your experience on their Facebook page;

2. Email all company execs to inform them of your experience, to inform them of your unwillingness to do business with them in the future (based upon your experience), and to inform them that you are sharing your experience with a number of friends/family members/members of the firearm community.

Best of luck, my man.

mahalo for your support one2b
i don't think i'm gonna win this one

When you reply to execs, cc the customer service section and/or vice versa as well.  Also, if possible include links to forums, facebook, whatever else social media outlet and private feedback/complaint sites when contacting company/customer execs.  Big company execs hate that sort of thing.

I made some complaints about crapsman products concerning warranty issues to Sears.  Amazingly enough I had a response within a couple of days requesting I call the provided phone number asap.  In the end I ended up getting a refund for these POS "Professional" series of wrench sets and a bunch of coupons ranging from 20% off anything in the tool department, free oil change and oil filter service, free alignment, etc...

yeah surf
i just have a problem with the fact that they said free shipping and did not have any fine print
i would've been ok if they would've pointed out something i missed
and then there's the fact that the manager told me he has the ability to credit me the shipping, but he wouldn't
guy didn't even try and lie...

Sorry to hear this.  DSG is one of my primary go to places and I have had nothing but positive experiences, personally and professionally with them since almost day 1 of their online storefront and I suggest them often.  DSG also has a very positive reputation on forums in general and within the shooting community.  They hire a lot of vets and are very becoming very active in the shooting sports world.  I know the majority of the employees are true enthusiasts as recreational shooters and hunters.  Again sad to hear this.

macsak, I don't want to insult you, but they are correct because you agreed to pay for what was on the order. What you should have done was to email them beforehand and verify that they would honor the free shipping coupon.

not insulted at all, shane
not saying i am right or they are wrong
i fully admit that i pressed send, so it is a valid order
it's just that every time there are limitations on "free shipping" they are stated clearly on the offer (albeit in fine print most times)
i thought i was contacting them when i added the "special instructions" on the web order
and the CS fully admitted that they do not read that section before shipping

but yeah, a simple email in advance would've cleared it up, you are right
take care, man
see you on the 26th?

macsak, I don't want to insult you, but they are correct because you agreed to pay for what was on the order. What you should have done was to email them beforehand and verify that they would honor the free shipping coupon.

Sorry about your experience... When I shop online, I am really careful about checking the shipping charges...so just before I complete da order I double check the shipping charges to ensure that I know what the shipping method and cost is.  If the store charges outrageous shipping or uses ups or fedex only, then I cancel the order and shop somewhere else....unless the company is the only one selling da stuff you need.  It is unfortunate that mainland companies treat Hawaii and Alaska like a foreign country in regards to shipping.  Heck some do not even know that  we have USPS as well...anyway, I guess it is what it is, so just find an online store that are shipping friendly to Hawaii.

i will also admit that they do not overcharge on shipping to HI
they use USPS, and don't add shipping and handling charges
my shipping rate of $15.75 was reasonable, that's why i am not totally bent about this
my point is that if it's not FREE, don't advertise it as such
and also the fact that they missed my email
and both the CS rep and manager said that email account is checked all the time

i am quite anal about checking on the shipping charges
but i did want the stuff and the items i got are not easily obtainable locally

Sorry about your experience... When I shop online, I am really careful about checking the shipping charges...so just before I complete da order I double check the shipping charges to ensure that I know what the shipping method and cost is.  If the store charges outrageous shipping or uses ups or fedex only, then I cancel the order and shop somewhere else....unless the company is the only one selling da stuff you need.  It is unfortunate that mainland companies treat Hawaii and Alaska like a foreign country in regards to shipping.  Heck some do not even know that  we have USPS as well...anyway, I guess it is what it is, so just find an online store that are shipping friendly to Hawaii.

oh, forgot one thing surf
i bought the dsg belt on your suggestion and am very happy with the purchase
so thanks
and no, i don't blame you for the shipping charges
http://2ahawaii.com/Smileys/extended/thumbsup.gif
if you do recommend the site in the future, be sure to warn people about the free shipping not being free
the CS rep and especially the manager were well trained and well spoken, and, except for the part where the mgr said "i have the ability to do that but i won't", were professional and offered solutions that they thought were reasonable and in the company's best interest

Sorry to hear this.  DSG is one of my primary go to places and I have had nothing but positive experiences, personally and professionally with them since almost day 1 of their online storefront and I suggest them often.  DSG also has a very positive reputation on forums in general and within the shooting community.  They hire a lot of vets and are very becoming very active in the shooting sports world.  I know the majority of the employees are true enthusiasts as recreational shooters and hunters.  Again sad to hear this.

the CS rep and especially the manager were well trained and well spoken, and, except for the part where the mgr said "i have the ability to do that but i won't", were professional and offered solutions that they thought were reasonable and in the company's best interest

what a dick thing to say