Absolutely awful, I am reluctant to even give this company one star. I ordered hundreds of dollars worth of merchandise from this company for my husband who is in the police academy. One of the uniform shirts we ordered was extremely wrinkled, threads loose, badge loose, and an awful disgusting brown stain by the buttons. I took pictures immediately and called the "customer service" line for this company on January 13th 2015. Jeff (foreign) answered the line and took down my order number. I requested to be transferred to Nate (store manager). After emailing the images to the customer service email and speaking to Nate he assured me that a new shirt would be sent to us and our rush payment would be refunded. Unfortunately we had missed the shipment for this day but the shirt would be sent out Wednesday morning, January 14th. Since we received our original rush order within two business days, I assumed the same for this new order
Come Friday, January 16th we still had not received the new shirt - it was so convenient when I called the company that their "offices" were closed on Fridays. I sent an email to Nate regarding this issue and how we were really irritated that my husband's new shirt had not arrived yet and requested an update - no answer. Monday, January 19th I left another message for Nate - no answer. Tuesday, January 20th I called the customer service line and Jeff answered the phone, I told him the issue at hand and requested to speak to Nate and not a voicemail - low and behold, he transferred me to a voicemail. I called the customer service line again, no one even picked up I was forwarded to a voicemail - called again three more times and no one picked up. Decided to give it about 30 minutes because it seemed like they were screening my phone call, sure enough when I called back 30 minutes later they answered. I told Jeff this was unacceptable customer service and I demanded to speak to Nate or another manager - he responded "I can't do that." I said yes you can Jeff, transfer me now. We still do not have a shirt nor a refund. Jeff said that they have refunded us our money and I responded by saying no you have not and that doesn't help the situation of the shirt we received in such poor condition. Jeff said we have refunded your money - I asked Jeff when our money was refunded and he said he couldn't tell me. I asked Jeff when should we receive the refund and he said he didn't know. At this point I was livid and simply asked pending our refund we still need another shirt, when can I order this? Jeff responded (and I quote), "I can't do that we will not be doing business with you anymore."
UNREAL - such POOR, awful customer service. This entire situation was the stores fault and yet we are still without a shirt and still without a refund. We will be going to the Chamber of Commerce, BBB, and Daytona State College. We have connections with DSC and we will recommend that no one does business with this store for any of the Emergency Services Program at the school.
I was purchasing a few pairs of shorts and a pair of shoes from LAPoliceGear.com when I was notified that the shoes were on backorder and it would take a week for them to get them back instock. I was asked if I would like them to place the order and ship the items that were instock and wait for the shoes. I started doing some searches and found that FireStoreOnline.com had the same shoes listed as "In-Stock will ship within 24 hours"
So I canceled my shoe order with LAPoliceGear.com and decided to buy them from FireStoreOnline.com -- HUGE mistake that was. I placed the order on 06/16/2015 and recieved a comfirmation email showing the order was placed. I received my items from LAPoliceGear.com on 06/22/2015 and still havent got an email from FireStoreOnline.com with a "Your order was shipped" or a trackiong number or anything.
I decided to call and see what was going on with my order and spoke to a "customer service rep" if that is what you want to call him - because he was less than customer service friendly. The rep stated that the item was "being discontinued" and that I would have to select another pair or get issued a refund. I asked when he was aware of the item being "discontinued" to which he replied that he was notified on 06/18/2015 - so I asked why hadnt i been notified and was told that they had notified me with an email. I asked what email the notification was sent to and when he rattled it off it was the wrong email address.
I then asked why would the item being "discontinued" have anything to do with an item that was "in-stock ready to ship within 24 hours" and he dodged the question by offering to transfer me to the "Credit refund department" then hung up on me. I called back and asked for a supervisor and was hung up on 3 more times. after a 4th attempt when I asked for a supervisor the gentleman on the phone Mark said he was a supervisor.
I tried explaining what happened and explaining my frustration to which Mark just kept cutting me off and overtalking me. I asked to speak to his supervisor and was told "I am co-owner of the store sir so I dont have a supervisor". I told him that if he was co-owner of the store then he would probably want to listen to his customers complaints not overtalk them and cut them off. He paused for a second and every question I aksed I didnt get a real answer to.
I asked why hadnt I been notified of the "discontinued item" to which Mark replied that they had emailed me. I asked what email it went to and Mark stated that it went to the email I placed the order with. I told Mark that it was odd that I got the confirmation email stating the order was placed and that the money was charged to my card but nothing else since. He never actually read back to me an actual email address that it was sent to but kept answering "your email" or "the email used to purchase the item".
I stopped him and said "wait so the other guy I talked to told me it was sent to *** email - which is wrong so I never received anything now your telling me that it was sent to the right email so which is it" Mark stated it might of gotten sent to the wrong email adress and offered to give me a refund for the item. I again asked if the item was "in-stock" like their webiste stated I should of gotten the item.
I was then told by Mark that they only update their webiste every 2-3 weeks so the item wasnt really instock even though their webiste stated that it was. I offered Mark some friendly advise. I told him that as co-owner of the company he might want to change his website then because offering an item as "in-stock" when it really isnt is fraud and "bait and switch" tactics. I also expalined that when a customer calls with a problem or complaint maybe he should let the customer speak and give a whole description of the problem instead of overtalking and interupting.
Mark then told me he would take some notes and consider my advise and then stated that "a refund has been issued to your card and you should see it within 24-48 hours" I replied with "oh do you mean an actual 24 to 48 hours or 24-48 hours like your shipping items states" Mark then hung up on me.
WORST ONLINE COMPANY I HAVE EVER USED AND WORST CUSTOMER SERVICE I HAVE EVER HAD DEALING WITH AN ONLINE ORDER ISSUE. CUSTOMERS BEWARE - THEY WILL LIE TO YOU TO GET YOUR MONEY THEN MAKE YOU CALL THEM FOR A REFUND IF AN ISSUE ARRISES. THEN THEY WILL TREAT YOU LIKE GARBAGE WHILE YOUR ON THE PHONE TRYING TO RESOLVE THE ISSUE.
Fire Store Online Reviews
Absolutely awful, I am reluctant to even give this company one star. I ordered hundreds of dollars worth of merchandise from this company for my husband who is in the police academy. One of the uniform shirts we ordered was extremely wrinkled, threads loose, badge loose, and an awful disgusting brown stain by the buttons. I took pictures immediately and called the "customer service" line for this company on January 13th 2015. Jeff (foreign) answered the line and took down my order number. I requested to be transferred to Nate (store manager). After emailing the images to the customer service email and speaking to Nate he assured me that a new shirt would be sent to us and our rush payment would be refunded. Unfortunately we had missed the shipment for this day but the shirt would be sent out Wednesday morning, January 14th. Since we received our original rush order within two business days, I assumed the same for this new order
Come Friday, January 16th we still had not received the new shirt - it was so convenient when I called the company that their "offices" were closed on Fridays. I sent an email to Nate regarding this issue and how we were really irritated that my husband's new shirt had not arrived yet and requested an update - no answer. Monday, January 19th I left another message for Nate - no answer. Tuesday, January 20th I called the customer service line and Jeff answered the phone, I told him the issue at hand and requested to speak to Nate and not a voicemail - low and behold, he transferred me to a voicemail. I called the customer service line again, no one even picked up I was forwarded to a voicemail - called again three more times and no one picked up. Decided to give it about 30 minutes because it seemed like they were screening my phone call, sure enough when I called back 30 minutes later they answered. I told Jeff this was unacceptable customer service and I demanded to speak to Nate or another manager - he responded "I can't do that." I said yes you can Jeff, transfer me now. We still do not have a shirt nor a refund. Jeff said that they have refunded us our money and I responded by saying no you have not and that doesn't help the situation of the shirt we received in such poor condition. Jeff said we have refunded your money - I asked Jeff when our money was refunded and he said he couldn't tell me. I asked Jeff when should we receive the refund and he said he didn't know. At this point I was livid and simply asked pending our refund we still need another shirt, when can I order this? Jeff responded (and I quote), "I can't do that we will not be doing business with you anymore."
UNREAL - such POOR, awful customer service. This entire situation was the stores fault and yet we are still without a shirt and still without a refund. We will be going to the Chamber of Commerce, BBB, and Daytona State College. We have connections with DSC and we will recommend that no one does business with this store for any of the Emergency Services Program at the school.
I was purchasing a few pairs of shorts and a pair of shoes from LAPoliceGear.com when I was notified that the shoes were on backorder and it would take a week for them to get them back instock. I was asked if I would like them to place the order and ship the items that were instock and wait for the shoes. I started doing some searches and found that FireStoreOnline.com had the same shoes listed as "In-Stock will ship within 24 hours"
So I canceled my shoe order with LAPoliceGear.com and decided to buy them from FireStoreOnline.com -- HUGE mistake that was. I placed the order on 06/16/2015 and recieved a comfirmation email showing the order was placed. I received my items from LAPoliceGear.com on 06/22/2015 and still havent got an email from FireStoreOnline.com with a "Your order was shipped" or a trackiong number or anything.
I decided to call and see what was going on with my order and spoke to a "customer service rep" if that is what you want to call him - because he was less than customer service friendly. The rep stated that the item was "being discontinued" and that I would have to select another pair or get issued a refund. I asked when he was aware of the item being "discontinued" to which he replied that he was notified on 06/18/2015 - so I asked why hadnt i been notified and was told that they had notified me with an email. I asked what email the notification was sent to and when he rattled it off it was the wrong email address.
I then asked why would the item being "discontinued" have anything to do with an item that was "in-stock ready to ship within 24 hours" and he dodged the question by offering to transfer me to the "Credit refund department" then hung up on me. I called back and asked for a supervisor and was hung up on 3 more times. after a 4th attempt when I asked for a supervisor the gentleman on the phone Mark said he was a supervisor.
I tried explaining what happened and explaining my frustration to which Mark just kept cutting me off and overtalking me. I asked to speak to his supervisor and was told "I am co-owner of the store sir so I dont have a supervisor". I told him that if he was co-owner of the store then he would probably want to listen to his customers complaints not overtalk them and cut them off. He paused for a second and every question I aksed I didnt get a real answer to.
I asked why hadnt I been notified of the "discontinued item" to which Mark replied that they had emailed me. I asked what email it went to and Mark stated that it went to the email I placed the order with. I told Mark that it was odd that I got the confirmation email stating the order was placed and that the money was charged to my card but nothing else since. He never actually read back to me an actual email address that it was sent to but kept answering "your email" or "the email used to purchase the item".
I stopped him and said "wait so the other guy I talked to told me it was sent to *** email - which is wrong so I never received anything now your telling me that it was sent to the right email so which is it" Mark stated it might of gotten sent to the wrong email adress and offered to give me a refund for the item. I again asked if the item was "in-stock" like their webiste stated I should of gotten the item.
I was then told by Mark that they only update their webiste every 2-3 weeks so the item wasnt really instock even though their webiste stated that it was. I offered Mark some friendly advise. I told him that as co-owner of the company he might want to change his website then because offering an item as "in-stock" when it really isnt is fraud and "bait and switch" tactics. I also expalined that when a customer calls with a problem or complaint maybe he should let the customer speak and give a whole description of the problem instead of overtalking and interupting.
Mark then told me he would take some notes and consider my advise and then stated that "a refund has been issued to your card and you should see it within 24-48 hours" I replied with "oh do you mean an actual 24 to 48 hours or 24-48 hours like your shipping items states" Mark then hung up on me.
WORST ONLINE COMPANY I HAVE EVER USED AND WORST CUSTOMER SERVICE I HAVE EVER HAD DEALING WITH AN ONLINE ORDER ISSUE. CUSTOMERS BEWARE - THEY WILL LIE TO YOU TO GET YOUR MONEY THEN MAKE YOU CALL THEM FOR A REFUND IF AN ISSUE ARRISES. THEN THEY WILL TREAT YOU LIKE GARBAGE WHILE YOUR ON THE PHONE TRYING TO RESOLVE THE ISSUE.