Disagree on that one. You shouldn’t force a customer to do a chore for you before you refund them.

This is unacceptable behavior all the way around. My wife and I have a small online battery business so we only run $35K to $45K on credit cards per month. Rules are simple and easy.

1) I never run my customer's card until the product ships. Especially with drop shipments that I am not directly controlling.
2) If I ever double shipped/charged, I would immediately issue the credit with a huge apology! Then ask nicely for the customer to apply the labels and return them.

Marc

Hoping to order from them soon on a scope and hope this doesnt happen. Had good luck with their scopes

Ordered a RMR from them well over a week ago, no confirmation email or shipping email. I Sent emails asking about an update and nothing. I guess I have to call them. What a pain

Best in the biz? I much prefer SWFA over Optics Planet but much prefer Camera Land over SWFA. I’ve only purchased a couple of items from SWFA. As has already been mentioned I found them to be rude other than the time I dealt with Skylar.

Waiting until the product is returned before issuing a refund? Nope. It’s their mistake and the refund should be issued immediately, specifically because a double charge could be catastrophic to some people’s finances. If the customer doesn’t send the scopes back then that’s the price of doing business.

I’ve bought several items from SWFA over the last few years. Products have been good, never had to deal with shipping as they’re within 5 miles. I will agree most times I’m in there I get what I need and leave, they are not pleasant to deal with.

So what if the customer doesn't send the product back? You made a mistake for sure, but it doesn't mean you should risk being out a $650 product.

It's a credit card - if the customer literally couldn't afford it, the charge wouldn't have gone through.

Understand what you're saying, but that doesn't seem unreasonable to me. Ultimately, once the mistake was made, then burdening the customer is the only option.

Absolutely disagree. SWFA made the mistake therefore SWFA absorbs the risk. Shifting the risk to the customer is very wrong.

Customer is at no risk. Company said they would send a refund...

To be clear, Amazon operates just like this. They've sent me the wrong product before. They don't give me a refund til I ship it back. It's not like SWFA is on their own here...

This wasn't 'sending the wrong product', it was charging and sending an item that was never ordered. So what if it went through on the card? Maybe that puts the cardholder near the limit, and unable to clear a charge for elec bill, etc., that is on autopay. Maybe the CC is paid by autopay, and now there's an extra $650 missing from a checking account.



You made a mistake for sure, but it doesn't mean you should risk being out a $650 product. Yeah, actually that's exactly what it means. If you won't pay to put systems in place that prevent this from happening, then when it does happen, YOU take the hickey.

This is not totally true amazon will email you a return shipping label when that label is scanned by the returning shipper ups or whoever you get your refund amazon doesn’t wait until it’s received by them

I think some people are missing the point. They shipped me something AND CHARGED ME for something that I NEVER ORDERED. This extra charge was just on top of all the other issues that they had with the order.

X3

The extra charge that they said they would refund, correct? All you had to do was ship the item back...

I get being upset. I just don't think it's any different than other vendors.

Amazon is more automated in that they have software that checks the shipping label and automatically issues the refund. But like I said, they don't refund til you ship back.

I get what you're saying. It sucks for sure. But it is what it is. Amazon is the same way. If Amazon sends me the wrong product, then I have to re-order the right one, they still don't refund me for the wrong product til they get it back, or at least til I ship it back.

There's no point in arguing. I think we all know where each other stand. My point is that the biggest retailer on the planet has the exact same policy. Dinging SWFA for playing by the same rules as amazon is a little silly to me. But yall are welcome to your opinion. I do feel bad for the OP - I just think the whole thing is being overblown. I've shopped at SWFA for many years. They've screwed stuff up before and always made it right.

I'm on the hook with Dell right now for a laptop I bought in December of last year that the hinge is just falling to pieces on. They're saying it must be damage and denying warranty service, even though there is a thread on the Dell forum with over a dozen users who had the exact same thing happen with the same model. That's bad service. Asking to send back a product that got sent due to a warehouse error - that's not bad customer service - it's just common sense.

Today I went into SWFA to buy a gun. They told me $660 but I'd already found it online elsewhere for $590.
Me: Will you match GrabAGun's price
Guy behind the counter: No
Me: why not?
Guy: policy
Me: what policy
Guy: we don't price match
Me: since when?
Guy: never have
Me: y'all have price matched multiple items for me over the last 15 years
Guy: we've never price matched
Me: y'all price match 110%. How long have you worked here?
Guy: I've been here since December & we've never price matched
Me: can you go get someone else because this is news to me
5 minutes later
Guy: sorry, we don't price match
Me: huh, okay well thanks for checking
I leave & go to the gym. I remember their website & look @ it

Sure enough, 110% price match guarantee. I called them, told the nice lady the deal, she says she'll call me back. Calls me back & says they no longer price match in their retail store but will do this for me. I aaaaaaaaalmost said nah, I'll spend my money elsewhere but went ahead w/it. She told me it drop ships from a different vendor & should ship in 10 days. She got my card info & before we even get off the phone, I've been charged for it. Last time I'll buy from them.

I only buy their proprietary optics.

Evidently the place went to chit when Skylar left.

I guess. Sucks as they're close to me but I'm wiping my hands of them. Does anyone know where Skylar went to work? He always did me right.

Maybe that's why he left?

Dillion was the first to leave. That sucks but I guess it saves me a trip to hachie to buy my next suppressor.

I still haven't got an email with order confirmation even though;
1) she said she'd send it when we got off the phone
2) I was charged for it before we even got off the phone
SMH.

Apparently so. Not following their own pricing policy is pretty bad....

Almost all their SS scopes are on backorder. I bet because of all the global supply issues.