First off I want to say that it looks like you have a nice community here. I wanted to share a few bad experiances I had with ANS so that others dont have too. Below is a review I posted recently on reseller rating. I ended up getting my barrel today but it has two nicks on each end. I also still dont have the replacement barrel. I wont have either barrel for Saturday's game.
So I decide to go with ANS Gear (www.ansgear.com) after researching online paintball retailers. They seemed okay at the time.
Long story short, I have placed four orders with them over the last two months totaling $600 or so. Three of these orders have had mistakes.
The first order, they sent me a remote line without a slide check. I had purchased one that came with it. They said they could not replace it because I had installed the line on a tank. All it is screw on and screw off. So there solution was to send me a slide check by itself for me to install. Well, I did not feel comfortable in taking apart the remote line to install the slide check. High pressurized air flows through these things. Instead I just ordered a new remote line at full price.
The second order, they sent me the wrong barrel. I e-mailed them and followed up with a call. I let Genus know what happened and voiced my concern with the second mistake in only three orders. I let the guy know I actually liked the barrel so I would like to keep it. I still need to get the correct one sent though but was expecting a discount for my troubles. I thought this would go smooth given I am going to give them more cash even though they made a mistake. Well all he offered was free delivery. I did not consider that a good deal given my original order came with free delivery. Not to mention that the replacement order would come with free delivery. On top of that they had to reimburse me for the shipping cost. Well, he did not see if my way. He then insisted that I send back the barrel via US mail so I could save them on cost. I let him know that I work long hours and that the post office closes at 5:30am. FedEx or UPS would be easier for me. He said no because they charge so much. Giving me a discount of $5-$10 besides free shipping would have made me happy.
Well after the second unpleasant outcome and lack of response to my e-mails, I decided to go somewhere else to order a harness for a tank I had purchased through ANS. I called a few local shops and none of them had the one I needed or anything that would work for that matter. I am not being picky. I checked out a few online places and found the harness but they charged extra to ship out of state. They also had longer shipping windows. Given that I needed this for Saturday, I decided to go with ANS again. I know-- this was stupid of me. They are in Simi Valley so I thought the stuff would arrive within two days. I am in Los Angeles. Well, they sent me a tracking order but it looks like they sent my items to San Antonio, Texas. I shoot out another e-mail voicing my concern; leave a voice mail for them since they are closed. I then decide to call in so there is enough time to fix the mistake and reship.
So I call and ask to speak with a supervisor. Agent that picks up (Genus) claims that he is a supervisor. Same guy I spoke with when I called about the second mistake. I asked if he was sure he was a supervisor because I filed a complaint with BBB and that I am sure they will be following up with me. He said he was but saw no relevancy with me asking about it. He then had a defensive tone and attitude throughout the call. I only mentioned this because I know some customer service reps are asked to control their calls. If they escalated to a supervisor it is looked down upon so some of them lie. Well it turns out that the wrong tracking number was sent to me. He said with an attitude that he will contact shipping and send me the correct tracking number. Since he said he was a supervisor, I mentioned that I had sent in a few e-mails about these issues and never received a response. Well that upset him even more. It looks like he is more upset at me for voicing my concerns than I should be over the mistakes. He said he did not feel a need to respond given we had talked over the phone already. So he ignored my e-mails completely. Not even an acknowledgement or receipt. Again, his tone was defensive throughout the call. In the end he told me that if I did not like it to go with someone else.
Thank you Captain Obvious.
I won’t be ordering with them again and will be sure to share my bad experience with others. You would think in this economy and given that paintball is a luxury sport, they would try to keep their customers happy. I am not even asking for anything other than they stop making these mistakes. Not a single apology. If he is a supervisor, he greatly needs to work on his people skills and technique in dealing with “difficult” or “irate” customers. I was not one BTW. I would have never taken such a tone. I never do when I have to deal with escalated calls. Some people do not belong in customer service.
Ans has a reputation for horrible customer service! I live close to them and will not bother giving my money to them...Order from criticalpaintball.com in Northridge. I had a horrible experience with ANS. You should just go to the store and get your money back like i did. They were rude on the phone, so i confronted them in person and there a bunch of little kids. I think the Managers name is Rory? They also go by Barbspaintball on EBAY.
Thanks for the info. The guy that claimed to be the manager was Genus. I may take a little drive or simply do a chargeback. I will try the other place your recommended.
or order from Compulsivepaintball.com They are from Pennsylvania and I always get my package in the very next day! I live in Philly but excellent customer service and they get their deliveries out like they try to get rid of evidence lol!!!!
Thanks guys. I will check them out. I just called them this morning to let them know about the defective barrel I received and to check on the status of my other replacement.
I was very polite as it is not worth it for me to get stressed over this. However, it sounded like he wanted to bait me to pick a fight. He even made a comment, “this is just another thing for you to add to your BBB complaint”. He let me know that they are not responsible for manufacturer defects and to deal with them directly. It is in the terms and conditions. I can deal with that but I think it is poor service given their track record with me.
I then asked him to check on the replacement barrel. He went down
and said they did have it but had not shipped anything out. I know they had it since Monday because I checked through IM. I politely asked if he was going to ship it out today. His response was, “they are real busy right now but they would try”. Before I hung up he took one more jab at getting me riled up. He said, “Oh, btw, just want to let you know you will receive a response to your BBB complaint”. I take it will be one of those typical blame the customer arrogant and smart *** responses.
Lets see how things go with Lapco.
Edit: Called Lapco, great service. They let me know the two spots on the barrel are actually normal and not to worry about them. They are the contact points and of when they make them. Good to hear. Well at least that is out of the way.
Last edited by harryhoudini66 : 11-04-2009 at 12:09 PM.
Reason: Update
Thanks for the info. The guy that claimed to be the manager was Genus. I may take a little drive or simply do a chargeback. I will try the other place your recommended.
I would definitely try to do a chargeback..complain to ur cc company that u are no satisfied...seriously , don't deal with them anymore...critical paintball or compulsive is also good...i really don't know how they stay in buisness... GL
Speaking of ANS, i price matched a Pair of 07 JT Team pants and paid the full price for the pants, after the order was processed, it then stated the rebate they had given me but still havent refunded my money back into my pp. This is the first dispute i have had with them, but also only my third order. Im bout to go tell ANS to **** in thier hat and go back to ordering from action village.
They must have some real asswipes working at this place. When I called yesterday I asked when my replacement barrel would be sent. They guy told me yesterday or today the latest. Well I may have set myself up for this one as I told him I have a game and need it by Saturday. I am sure out of spite the dude did not do anything.
I just finished chatting with them and they said they would send it tomorrow. What a bunch of *******s. I bet they did it on purpose too. I dont see why it did not ship out already when they had it since Monday. The guy yesterday tells me it would ship out today and now the guy in chat says until tomorrow.
Hey harryhoudini66, while I was unsubbing them from my youboob account, I noticed they removed your post from their wall...Only if they made that much effort to ship your stuff out quicker... BTW Railz, love the aots gif
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Last edited by CherrySquishee : 11-05-2009 at 10:56 PM.
Reason: oldtimers
Hey harryhoudini66, while I was unsubbing them from my youboob account, I noticed they removed your post from their wall...Only if they made that much effort to ship your stuff out quicker... BTW Railz, love the aots gif
That is true. I still dont have it. Just filed a charge back with my cc.
very weird, cause when i dealt with them, they did a great job shipping fast, nice customer service too, sorry they did a bad job for you
mostly here too. ordered a bunch of stuff which included 3 barrels. i only received 2. i called them day after i received the package and explained that i was missing a barrel and 3 days later it was at my door.
yes they had a little mess up (which wasnt good for my first time ordering from them) but they resolved the situation quickly.
I've had a mixed history with them, but not complaining really. First order went just fine, second order the pair of gloves I bought weren't actually in stock. I wasn't informed of this until I opened my package. However, the gloves I recieved (the same color and size, just different make), were 4 times as much as the ones I paid for.
GL
