I don't usually get PO'd at a company, I just don't do business with them again. I broke my own rule with Pyramidair. A few years back I got three guns from them in succession, and returned two of them because they were obviously used...not just used -- one was broken...looked like it'd fallen off a truck on the highway -- but not because it was damaged in the mail...the box it came in was pristine. So after my experiences with them, I swore off. Regretfully I discovered later that they had great deals on pellets (buy 3 get 1 free). So I placed an order. The first order went well, so I dropped my guard. The next order I placed I used a few different means to get a GREAT deal on about $120 in pellets. I placed my order and waited. And waited. And waited. A month later, I called. They told me they were waiting on one item...it'd be in in a week. So i waited and waited...How long is too long to wait for an order?
About 3 weeks after that I called and waited 20 minutes on hold. I said "Hey, my order placed 2 months ago still isn't here. It was paid. I was told it'd be here in a week almost a month ago..." I was told they were waiting for some pellets. Good thing, because the whole order was pellets... I asked if we could just exchange the pellets. Sorry, they said, they can't change an order placed through ebillme, they'd have to cancel the order and I'd have to wait for a refund from ebillme, but I could place the order again. Oh, I see...pay twice for the same thing I still didn't have... So much for that discount. I refused.
I waited. Waited some more. Realized i was running low on pellets. What the heck, I thought... I placed an order about 3 months ago, I should have PLENTY of pellets. Oh, right, the order that I'd paid for 3 months ago still didn't show. I called again. I waited for half an hour on hold. I got the same song and dance as the previous time, but the person who answered the phone this time just yapped over me like I was not even there. I asked to speak with a supervisor, she refused. We talked some more. She said I could cancel the order and get a refund. I said "I already GOT the 8-10-week-to-process-refund from ebillme...I cashed the check. What will happen if I get a refund?" She said, "Please hold." Ten minutes later, she picked up. "Well, we don't know." She told me I could call ebillme and find out. I said "how about YOU call ebillme, as it is a company you use to process your transactions. YOU have the contract with them, NOT me. Can I please speak with a supervisor." She said, "Please hold."
Forgive me if my patience was wearing thin, but I kept in my shirt and the only thing that was going up was my bloodpressure. She comes back after about 10 minutes "The supervisor doesn't know either..." By now I'm over an hour on the phone waiting for an answer about an order I should have had delivered 3 months ago... I started looking for the candid camera.
So, did I get satisfaction? Nope. They still have my money. They still have the pellets. When I finally did get the supervisor on the phone I said to her "just find a pellet tin that is about the same price as what I ordered, write CROW on the label and send it as part of the order. Whatever it is I won't complain!!" Then she offered to cancel the order...and I asked her what happens to the funds...and she said she didn't know but I could call the .... Same conversation as before. Finally I convinced her that it was HER responsibility to call and find out the general policy for a company that they contracted. I thought she agreed. "I'll call and get back to you." I've gotten no return call, no email, nothing.
Right now, I have no idea why it would take 3 months to send an order... why customer service would not follow up at all on an order... why customer service would give you the phone number for one of their vendors to call and find out about their billing policy... why an order is so rigid that there can't be any substitutions... why you would encourage customers to pay with a service that took the power of business out of your own hands and leads to customer dissatisfaction... why you would not have an inventory system to know what you were stocking so you could actually send things to your customers that they bought -- or at least warn them that something was out-of-stock... Or why you wouldn't do a lot more to get a customer what they'd paid for. 3 used guns and 3+ months of waiting for pellets later, I am perfectly DONE with pyramidair -- great pellet prices or not. Great prices don't mean diddly if you never get the product and you run out of pellets waiting.
I think they are sub-par all the way around, and they need to do better than getting 20% of the orders they do correct.
Thanks for listening. I hope a few avoid them with this warning, and maybe they'll get the message that they need to do more than just have a web site to maintain customers.
