Lower Mainland Airsoft Group Forum

So on November 29th I had made an order for a polarstar. On http://www.imperialairsoft.com/‎ I ordered a fusion Engine, Redline Firebase air rig and 7.4v 250mAh battery. All of which was in stock. By the first week in december my order was still processing so I called the store to make sure everything was going correctly. I spoke to a worker at the store named Julia, and she said there was a problem with the polarstar order. She said in the next three days the order would be shipped out. By the 16th of december the order still had not been sent out and I began talking to the sales manager of Imperial airsoft and this is our extraordinarily disappointing conversation.

From: josiahjohn <------------@hotmail.com>
To: blegge@imperialairsoft.com
Subject: Polarstar order.
Date: Mon, 16 Dec 2013 17:08:21 -0800

Hello I had made an order with imperial airsoft on the 29th of November for a polarstar fusion engine, a redline regulator and a battery. It is now the 16 and the order is still processing. So I called imperial airsoft store to cancel my order but they said you wanted to speak to me about giving me a deal to keep the order. Is this true, what was the problems with the fusion engines and were they sent back to polarstar to be fixed?

From: Brennan Legge
Date:12/17/2013 8:57 AM (GMT-08:00)
To: josiahjohn
Subject: Re: Polarstar order.

Hi there,


Thanks for the email and I apologize for the late reply.


There hasn’t been any problem with the fusion engines but Polar star has experienced a lack of production resulting in a delay of us receiving our shipment. The ones we had in stock at the time where not anodized correctly and was noticed before shipping to you. A restock order has been shipped arriving either today or tomorrow at which point we will ship your order express to you.


I was notified that you had found Polar Star product online at a better deal. If you can send us the link to the deal we can price match plus include some free bbs. We are selling Polar Star at US MAP meaning we are legally the lowest in both countries.


Again I apologize for this and hope to retain future business from you.


Cheers

Brennan Legge
Sales Director

Imperial Airsoft
IA South – Calgary 403.457.1938
IA North – Edmonton 587.523.1938

Date: Tue, 17 Dec 2013 12:50:09 -0800
Subject: Re: Polarstar order.
From: ---------@hotmail.com
To: Blegge@imperialairsoft.com

Hello there must have been a mistake, when I called the store the worker I spoke to said there was a problem with the engines. So I told her that I wanted to buy the gun elsewhere in order to get it sooner. This is meant to be a Christmas gift so if cannot get it on time I want to take my business elsewhere. And seeing how I ordered it on November 29th when it was labeled in stock you can understand my frustration.

At this point he had not responded to my message so I called the store and spoke to Julia. She told me she will send a email and my order would be cancelled. So I messaged Brennan.

From: Josiah John
Sent: Thursday, December 19, 2013 8:36 PM
To: Brennan Legge
Subject: RE: Polarstar order.

Hello, I just wanted to inform you that I wish to cancel my order #100000183. I already spoke to a worker at the walk in store yesterday.

Date: Thu, 19 Dec 2013 20:48:29 -0700
Subject: Re: Polarstar order.
From: blegge@imperialairsoft.com
To: ----------@hotmail.com

No problem.

Sorry about the whole situation. The items are ready to ship tomorrow am, but understand if you wish to cancel.

What items are they? I'm not near my PC.

Cheers

From: ----------@hotmail.com
To: blegge@imperialairsoft.com
Subject: RE: Polarstar order.
Date: Thu, 19 Dec 2013 22:13:01 -0800

Engine Kit, V2 GEN3, M4/M16
FEV2-M4
CA$509.99

Ordered: 1
CA$509.99

Redline Firebase Air Rig
RIG-RLFB
CA$175.00

Ordered: 1
CA$175.00

7.4v 250mAh Li-Po Battery (JST) w/ Bal. Adapter
BAT-LIPO-74-250
CA$18.00

Ordered: 1
CA$18.00
SubtotalCA$702.99
Shipping & HandlingCA$0.00
TaxCA$35.15
Grand TotalCA$738.14

Again he did not respond so I responded

Josiah John 31/12/2013
To: blegge@imperialairsoft.com
Hello I was wondering when I would be refunded for cancelling my order? I called my credit card company today and they said it had not went through yet.
Thanks.

So today is Feburary the 10th and I got my credit card statement. Imperial Airsoft did not refund me the money for the order so I called visa. They said that with my emails they would be able to back me up for a dispute but they said to call the store so again I called the store. Julia again picked up and said "Oh, the order would be in soon. I wasn't aware that you wanted the refund I had a note to send you the order. It's a good thing that you called."
So today I sent a message to Brennan Legge

To: blegge@imperialairsoft.com
Again I am sending you a message to refund me for the polarstar order. I just spoke to Julia from your south location and she said it was a good thing that I called because she was going to send out the order to me. This is extremely disappointing. I have spoken to both yourself and Julia about cancelling this order. Everytime I spoke to either of you you insured me that the order would be able to be sent out within a couple of days, but I asked Julia and she said it STILL hasn't come in!!! I have contacted my visa company and they said I have proof to dispute payment of this order. This is extraordinarily disappointing. I wanted to support a Canadian company and it goes beyond me that I would be treated this way. I am part of both a team and club that makes regular purchases for airsoft gear and guns and I'm sure after hearing my experiences they will think twice before ordering from Imperial Airsoft.

Take what you will from my experiences but I can say Imperial Airsoft is a Horrible place to shop. Everything will "be shipped out today or tomorrow" And even their Sales Director can't keep his word on a refund. I will NEVER order there again.

That's pretty disappointing. Especially for a Canadian retailer. I get better customer service with Ebairsoft. I email them and tell them I want a refund, and within 12 hours it's back on my Visa. Sorry that you had such a crappy experience brudda.

Holly Smokes

That is not what you want to do to build a business. That is just not a little mistake or a misunderstanding that's just bad business all round.

Thanks for the heads up.

there not getting my money!!!

Oh my god I had the same issues from Imperial before Christmas.
I ordered a Fusion Engine, Redline rig and battery because the website said they where all in stock and that they ship all in stock orders in 24 hours.

After I didn't receive any shipping confirmation in four days I emailed them and didn't hear back for a few days. I then started making phone calls but they didn't pick up. When I finally did get a hold of them they said they would get back to me which they didn't. At some point an employee told me that items that items "in stock" means that they can get those items within a month or so
After three weeks of phone calls and emails they notified me that the Fusion Engine was in stock but not the Redline Rig. I was furious as I could have bought one off of Airsoft GI for the same price a few weeks ago but it had sold out while I waited for the Imperial order.

Finally the owner contacted me and apologized for the long delay and promised a free bag of BB's

Five weeks after I placed my order my products arrived and no free bag of BB's

By far the worst customer service I have ever encountered for online shopping including Evike.

oh I hate the shit out of the retailers that play that "in stock" (but it's not) Bullshit, they put you off while they order it from their supplier!!! make sure you black ball them on every web site you can, post it on ASC although most of the Admins on that site seem to all be buddies with the retailers

To: Josiah John
Picture of blegge@imperialairsoft.com
‎I apologize sincerely for this. The fact is we had a shipper receiver that was given the responsibility to perform the refund, and has since been released from the company. I was under the impression this was resolved.

I'll send you a PayPal refund tonight.

Thanks

This was the last email he sent and gave me a refund. He pretty much absolved himself of the responsibility and even though he didnt get back to my last email about the refund, he just blamed it on another worker. Moral of the story don't shop at Imperial Airsoft.

Loops thats funny, I have nothing but good things to say about evike. The bulk of my shopping is either through them or Ebairsoft.

I have been lucky with evike also, but it can be hit and miss with all of them I think, when you pay your staff minimum wage and they are buddies or just their cus the job is cool, what more can we expect for service?

Cook-off if you could post this on airsoft Canada that would be awesome. For some reason on that forum I am age verified but it still cannot post on most of their categories.