Airsoft World Anmeldelser 

Besvarelse fra Airsoft World

19. jun. 2025

Hi George,
As you have decided to openly air this, let me go into further detail regarding what actually transpired for full disclosure. I should also re-iterate that we test every PPK with BBs prior to dispatch so know it was functioning as expected.

You purchased an airsoft VFC PPK on the 24th April 2025 12:47:40 (less than 2 months ago) and and started the dispute less than a month ago (21st May 2025 15:04:29)...

Your contact advised one magazine was not functioning correctly as 'it wasn't cycling as much as the other'. On the phone you advised to me that you had tested it using the dry fire function on the top of the magazines (which they don't have) but ironically does confirm the pistol was cycling prior to your second claim.
We replaced the magazine, then after the 14 day window allowed by the Consumer Act for a return and refund for any reason, you advised the pistol didn't work with BBs and wanted a refund. We advised no refund would be given until we got it back (we don't automatically refund like any other company) and interestingly, when we got this back and it was checked, there was damage to the gas chamber caused by having a BB on top of the magazine when someone tried to force the magazine in (These pictures and evidence were uploaded to Paypal which you can check). This damaged caused the flute valve to jam, stopping the pistol from cycling correctly and causing the issue.
In this case it was user error which is not covered under the Consumer Act and not a fault in either materials or workmanship, hence why you were declined the refund.
Yes, Paypal refunded you in full which we are currently pursuing them for as by doing this, they breached our rights as you were not entitled to the refund as it was user error and not a fault of the item. And as for failing to accept your item back, the tracking you provided shows it delivered on Paypal so Paypal have confirmation when you uploaded it regardless of a tick box on our system not being checked! Paypal also go by their own timeframes and we provided everything they requested so please don't try and penalise us for Paypals timeframe for escalation and refund! We also lose access to certain options when you start a claim, so even though I decided to offer the part refund as per the uploaded letter (which you can log into Paypal and read) as a modicum of Customer Care, we cannot do anything at that point but wait for you to read the update and decide if you want to accept it by contacting Paypal.

Regards,
Airsoft World

Besvarelse fra Airsoft World

19. jun. 2025

Hi Andy,
Yes, our apologies for that. My colleague was indeed under the impression they would fit but he was obviously mistaken so totally our fault.
I can see a return was authorised on the 26th March and you were emailed to advise, however there's no record of the grips being returned?

Regards,
Airsoft World

Besvarelse fra Airsoft World

12. feb. 2025

Hi Steve,
Sorry to hear you had an issue with a delivery from us. The bags we now use are very thick and strong, so for Royal Mail to have ripped it open took some doing!
Always in the first instance, you should contact the company who provided the goods (us in this instance) to allow them to talk you through how we go about trying to claim from the courier as soon as an issue arises.
With Royal Mail, we need pictures of the torn packaging before you open it and if there was a broken tub inside, a pic of that showing the damage and what it was.
If you have those, please send the pics ASAP and contact us by phone so we can start a claim as we only get 5 working days to start a claim and we do clearly advise within our T&Cs to contact us within 3 days of delivery. And your package was delivered on the 6th...