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Same awful customer service from Pyramid Air as others.. help!? / buyer beware

Forums Dealer & Manufacturer Feedback Same awful customer service from Pyramid Air as others.. help!? / buyer beware

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    Slug_Dealer
    Participant
    Member
    United States
    Accuracy: +0

    Ordered a pistol kit, speed loader and some pellets. What showed up was a broken speed loader, everything in the "pistol kit" but the pistol… and a tin of pellets I never ordered. Emailed them 5 times – no response. Called, waited on hold for almost half an hour before having to hang up. Spoke with an employee over a chat messenger on their site – they told me to send an email or call, so I begged them just answer the phone or the Emails I've already sent. What is going on over there? The more I look into it the more I see this is how they treat all their customers who get bad shipments. Figured with all the articles and events they'd be on their game but seems like the business side of things doesn't care about customers at all. Had a pending order so I cancelled it, think it's AOA for now on. Sad because I shopped there almost exclusively for years but the first time I have to call them they don't care I'm missing a $120 pistol when the entire order was a pistol and maybe $60 in big bore pellets. Glad it happened now and not later, was eyeing the Attaman AP16, that's real money and by the way they don't even respond seems like I'd be just as screwed as I am now. 

    Can anyone let me know if there's a way to reach someone at Pyramid who actually cares? Think I've exhausted every avenue. Not happy they wont even return emails.

    Maybe someone can fill us in on the inside story too, shopped there for years just fine. Now they cant fulfil a simple tiny order. New owners? Gas leak? Mole PPL? Gotta be something with management because I'm seeing others dealing with similar issues.

    If this were my crew call me Montezuma cuz heads would be rolling down the pyramid steps.

     

     

     

    • This topic was modified 8 months ago by a Moderator.
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    Slug_Dealer
    Participant
    Member
    United States
    Accuracy: +0

    See the source image

    Basically what I'm dealing with right now…

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    Ripper
    Participant
    Member
    United States
    Accuracy: +3

     I’ve had mostly good experiences with dealing with them. But had a couple times that weren’t so good. It seems like it depends on who you talk to when you have an issue.  They’ve always emailed me back although sometimes it took over a day. And depending on how busy they are, you can actually get to speak to somebody. The last couple times I’ve tried a few months ago,  I was able to speak to somebody on the phone. With the way things are now it is hit or miss. Some of these places have hired new people to keep up with the extra workload and they are not trained properly and that is why the orders get messed up.

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    fdales17
    Participant
    Member
    United States
    Accuracy: +0

    Sadly this seems par for the course these days. They used to be a great company to deal with….then covid happened 

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    L.Leon
    Participant
    Member
    United States
    Accuracy: +47

    I have placed a few orders with Pyramid this past year. No problems here… And pre Covid, many orders with zero problems. Stuff happens.

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    Slug_Dealer
    Participant
    Member
    United States
    Accuracy: +0

    Rona has an affect on times not quality though. Sending me a $5 tin of pellets instead of a broom-handle Mauser pistol is kinda nutty. I'm head tech & supervisor in plastics, if my ppl can't perform when I set them free on the floor after training then any issues stem from me not training them properly, me failing to implement human error traps or just selecting the wrong ppl. Gotta be accountable.

    This is different though, wrong product shipped while packing list is clear is an understandable but serious failure on shipping, when I finally make contact with them online, them telling me they cant even record that my claim is being made within the 5 day window I'm allowed to complain is pretty much telling your customers to pi$$ off. Multiple departments running like this is company culture. This seems like management/ownership just doesn't GAF.

    Worried they're just going to run out the clock and tell me to fill my hat. 
    Appreciate the replies tho, thnx guys.

    Only hear good stuff on AOA though, always chose pyramid because of the Articles from BB pelletier I've read since I was a lil fella. Sucks when you don't want to change suppliers but have to.

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    mercado
    Participant
    Member
    United States
    Accuracy: +17

    You know excuses are crap .. I place a order to Mumbai India…and it came missing a butplate .. that is a $150 part + $30 shipping..n that was during covid..from a unforgiving ruled place..I only send 1 email..thinking that I was doomed there was no way I could prove that the part wasn't in the package.. they responded.. sorry for the inconvenience it will be shipped tomorrow, we take pictures of every package shipped and it wasn't there .. how in the world I could have such a great service from India…n such a crapy service from us.. at least from AOA . PA n AGD..

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    Slug_Dealer
    Participant
    Member
    United States
    Accuracy: +0

    Still nothing, not even a "we're looking into it". Everyone says the same things though, ordered thru them for years.. until they forget to ship an X-hundreds of dollars worth of product them you never hear from them. 

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    Tony_Farrar
    Participant
    Member
    United States
    Accuracy: +1

    I believe they are 1 in the same company as Air Gun Depot as well. I could be mistaken though….

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    Slug_Dealer
    Participant
    Member
    United States
    Accuracy: +0

    A month after 1st email to them now. My emails were compiled into one batch by their customer service, but not answered.
    After calling multiple times and giving up at 20 min mark because I can't p!ss away my time on the clock due to my work hours & customer service's being the same. 
    So I tried their text chat line, the only help they can provide is sending messages to their managers, which all went unanswered.
    Finally I stayed on the phone waiting for over a half hour and got someone, they're not this busy every day, I honestly think they use it as a filter. When I got through the employee admitted things were going to heck over there and after confirming that my emails were already read that he'd pass this on to the manager directly.
    Then another week passed and I called again because after comparing package weights and preparing the pistol for shipment a notice in my 'orders' section of pyramyd air said I had to contact their manager to approve shipment…
    WTF!
    Once again they said they would pass it on when I called. IDK if they screw up so many orders that they're this busy, perhaps the manager's a chimp for legal liability reasons & they're waiting for him to crap in either the yes/no corner of the room or that beyond putting what the computer says to put in a box they're helpless morons… I'm set on the third.
    Just asked for the $ back over their chat service, I'm done with this company.

    STILL WAITING.

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    Keyman62421
    Participant
    Member
    United States
    Accuracy: +28

    When disaster hits a well oiled unit , it is the responsibility of the officers and cadre to pull the unit back together.. Reinforcements are mustered. The mission is continued.

    The soldiers are not scape goated.

    Silly , aren't  I?

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