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Pyramyd Air/Airgun Depot - falling apart

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I have mixed feelings abut pyramid air...I have bought some .25 cal pellets from them on several occasions ( Listed as being in stock) and they were sent without any issue and timely.

However, I bought a male Foster to BSPP female air venturi fitting from them and it arrived timely 4-5 days, ( Ohio to SC) and the fitting didnt just leak air, it was a garden hose effect on air loss! A kind soul here on this forum told me about a good cheaper replacement for my blitz from amazon (Thank you), so I do a RMA and print out the label and mail the leaky one back to pyramid air 13 days ago and as of today I havent heard a thing out of them about it...glad Im not waiting on that air fitting to fill something up with it!

No communication whatsoever out of them, not even a hello, goodbye, go to hell, a replacement is on the way, we dropped the ball, sorry, we love it when we keep folks in the dark, we blame it on covid, we dont like your kind around here, nana nana boo boo, are you pissed yet-good!, or whooppsie daisy....nothing

I would be a little irate if I was waiting on it from them especially when there is no status whatsoever...soooo at the end of the day, if they dont care, I sure as hell dont care to give them any more business ...I was hoping pryamid could become my go to place for stuff but it appears they are circling the drain...now Im just looking to recover money spent and move on.
 
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I placed an order with this outfit on July 8 and asked to have a Q-tec moderator included with the Air Arms S510 Ultimate Sporter. Not hearing back from them I waited on hold for 15 minutes to learn they did not sell the Q-tec or any other moderator. Turns out the Air Arms importer, Air Venturi, does not bother to import the Air Arms moderators. I requested that my order be cancelled and tthey told me that although it was not going to be pulled from inventory and shipped out from the warehouse until July 12, they could not cancel my order and it would ship out regardless on the 12th. I need to receive the rifle and then ship it back to them and so wait a couple weeks for a credit on my credit card for the order.

I cancelled my other order with them and ordered the S510 US laminate stock rifle with the integrated moderator from Straight Shooters Precision Airguns instead. Nice to be able to talk to someone on the phone and verify the airgun was in stock and would ship out today. All my future orders will be with Straight Shooters and not from Pyramyd or Airgun Depot where customer service is not respected or provided.
 
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I too am frustrated with PA/AD and its not so much them as thier use of Fedex I placed an order on the 29th june shipped 30 th june first showed 7th july for del then changes to 9th and then on the 9th it made it to a city 1 hour from my house today the 14th july PA told me it should be delivered by the 20th july THATS 11DAYS for a one hour trip Have another order placed that is supposed to ship 15th july and the money has already left my account even though they dont have the airgun in stock NEVER AGAIN from either of these VENDORS as they don't seem to care about customers
 
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Never again with pyramid air...order that hatsan air fitting from them on the 14 of june, got it about a week later, leaked air like crazy, did the RMA nonsense with them like I'm suppose too...they GOT the part back over two weeks ago...so I finally contact the today...a month since I first ordered...they completely dropped the ball....I gues they were never going to send anything out as a replacement had I not inquired about it! SLACK!

So it looks to be a month and at least a week more before the new fitting gets here...if its not a dud too!

Hahaaha no more Pyramid air for me! They need to change that joke of an outfit to " air clowns"!


 
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I, myself, have had problems with Pyramid's lack of customer service. 

Having said that....Wednesday afternoon I ordered four tins of Air Arms pellets. 

They arrived this morning perfectly packed 
IMG_20210731_123829.1627752364.jpg

 
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Hi everyone,

I really appreciate reading all of your comments. I know how frustrating shopping online has become during the Covid pandemic, and that unfortunately includes some of your experiences with Pyramyd Air. I know there are a range of issues that can lead to these bad experiences, many of them outside of our control and some of them being our fault. I do want to say, that we are not too big to care, we are doing everything we can to overcome these challenges. To me, airguns are supposed to be fun, and it really takes the fun out of it if you have a really awful experience right up front trying to buy your airgun. Like most online companies, we got hit really hard by the pandemic, more customers were stuck at home bored and looking to their hobbies as an outlet and airgunning seems to have really become popular. Our customer service team was pretty small before Covid, only a handful of full time people. We have grown that same team to over 5x it's previous size in a year. As you can imagine that is an incredible amount of recruiting, training and learning that has to take place, all during a time when the government is paying workers to stay home, and our entire team was working from their kitchen tables while trying to home school their kids. 

I am not in any way trying to make you feel bad for us or make excuses, we are continuing to get better and respond faster. We have opened up more ways for you to get in touch with us to make it easier; from text messages, to our self help guide (which is getting smarter at a rapid pace) and introducing chat options on the website. Our response rates are finally starting to get back to where they were before Covid. We are responding to your emails within 8 business hours over 95% of the time (and hope to decrease that time soon), and our customer service team is answering your calls quickly for the first time in over a year (there is still a long line if you want to talk to a product specialist or technical support, we are going to be adding appointment scheduling for you to make it easier). 

One thing we cannot control is the sheer lack of inventory. Demand remains incredibly high, while suppliers still struggle with everything from shipping logistics to continued lockdowns that they can't plan for. This extends to small parcel carriers as well, FedEx, UPS, etc all are struggling to adjust to the demand of online shopping post covid. They are so overwhelmed they do not even respond to us the way they used to when something goes wrong. Backorders and lack of product are simply not something we can waive a magic wand at. Trust me, we would greatly prefer to have everything you want in stock and ready to ship out when you call. 

I appreciate all of you who have stuck with us or given us another chance after a bad experience during Covid, and I will continue to listen to your feedback and improve our team. 

Thank you!

Eric Wilson
Director of Customer Experience, Pyramyd Air
 
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@Eric-Wilson Thank you for taking the time to read about our complaints and experiences as well as responding to them. Something that I think can be improved is that when multi-item orders are placed and an item (or items) are not in stock that prevent the order from shipping in a timely manner, it would be most helpful in identifying which item is not in stock (via the “my orders” tab or email). I believe that allowing the customer to decide if they wish to deal with further delays in shipping their order would be more beneficial to the customer and your company. That way the customer has the opportunity of canceling that portion of the order and/or replacing it with an alternate item. For example, if I order a sleeve of pellets, a scope, scope rings, paper targets, and a bipod I find it irritating that my order is being held up for weeks because the rings or bipod maybe out of stock or don’t arrive when the pellets or other items do and the only indication I get is a vague “Your order contains one or more items currently out-of-stock. Give us a call at xxx-xxx-xxxx if you would like to make changes” message. This is especially frustrating since it is more difficult and time consuming to speak to a customer service rep via phone these days. Hopefully this can be addressed soon considering increased demand and supply chain issues. It may be running impatient customers away. Again, thanks for listening. 
 
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@Eric-Wilson Thank you for taking the time to read about our complaints and experiences as well as responding to them. Something that I think can be improved is that when multi-item orders are placed and an item (or items) are not in stock that prevent the order from shipping in a timely manner, it would be most helpful in identifying which item is not in stock (via the “my orders” tab or email). I believe that allowing the customer to decide if they wish to deal with further delays in shipping their order would be more beneficial to the customer and your company. That way the customer has the opportunity of canceling that portion of the order and/or replacing it with an alternate item. For example, if I order a sleeve of pellets, a scope, scope rings, paper targets, and a bipod I find it irritating that my order is being held up for weeks because the rings or bipod maybe out of stock or don’t arrive when the pellets or other items do and the only indication I get is a vague “Your order contains one or more items currently out-of-stock. Give us a call at xxx-xxx-xxxx if you would like to make changes” message. This is especially frustrating since it is more difficult and time consuming to speak to a customer service rep via phone these days. Hopefully this can be addressed soon considering increased demand and supply chain issues. It may be running impatient customers away. Again, thanks for listening.
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This is a really great idea, one that I am happy to say is already in the works. We will be introducing a whole bunch of improved self services functionality to your account page very soon, and this is going to be part of those changes. If anyone has any additional suggestions for what would make your use of our website easier please let me know!




 
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As for pyramyd air , I spent 20 mins attempting to checkout using a gift card. Damn site keeps recycling me top re enter CC info and shipping ETC. whoever redesigned their webpage definitely created a boondogle that I have ZERO patience with. I'm used to top line service like many of the smaller vendors U.S. as well as HUMA , Krale and Eaglevision.

I've done my last purchase at PA-AD .
 
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I am sorry to say that the comments on here steered me away from AirGunDepot and towards Airguns of Arizona. Wow, just minutes after my order this morning with AofA, I got an invoice which clearly showed everything needed to confirm what I ordered, what I paid, and the shipping costs. I hope that Pyramid Air and Airgun Depot can improve but just know that you have a lot to work up to. I am impressed already with AofA. 
 
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If the credit/debit card issue, which I've experienced, and yes, it is frustrating having to start over after trying to enter a coupon code, or gift card, is enough to prevent you from ordering again, then that's your choice, I delved through it, not a big deal.

Pyramid tells you what is in stock. If you love a seemless cart to checkout experience, only to find out that half your order is on back order, then good luck with that. 

I order from everyone, pyramid is holding zero back orders from me. Unlike some of the others. 
 
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I order from everyone, pyramid is holding zero back orders from me. Unlike some of the others. 

Pyramid tells you what is in stock. If you love a seemless cart to checkout experience, only to find out that half your order is on back order, then good luck with that.
Click to expand...



I also like that about Pyramid Air. It makes things so much easier. Do you know of any other vendors that do this? Otherwise, it is Amazon I guess. 
 
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I'm done with anyone that ships fedex. They have delivered to everyone around me, but me on my orders. I ordered a rifle and some other items and paid 3 bucks for a signature required. They sent notice would arrive Saturday, then I got notice would arrive Monday and now it's Tuesday. I don't belive fedex could deliver a letter across the street from their office. Twice my items were delivered to neighbors and these were not cheap items(a full set of atv tires and a fish finder for my boat). After seeing comments on here about airgun depot and pyramid air,,,,I don't have any confidence in the seller or their shipping method. Wish I had seen this before the 750 dollar order I placed
 
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