Pyramydair takes care of business!

[450BM]

I just received an order of pellets from Pyramydair this week. Oh boy was I excited! Grabbed the box and headed to my gun room to open it up. As I started pulling tins out my disappointment began, tin after tin had damage which was severe enough to damage pellets. I got all the tins out and flipped the box over revealing a bottom corner torn open and signs the entire bottom was crushed. Looked like an accordion.

I took a couple of pictures and emailed Pyramydair. This was about 9pm Wednesday. I got an automatic reply they received my email and by 10am the next morning a customer advocate replied with a case number assigned. A couple more emails and I receive this from them:

“Thank you for the photos. Our customer care team will open an investigation and submit a claim with the courier on your behalf.

The claims process usually takes 7-10 business days, and upon conclusion, you will either receive your original order or a confirmation email for a replacement order. Please note, replacement orders require an adult signature.

There is no further action required from you at this time.

Have a great day!”



Thank you Pyramydair!

The carrier failed on this one but 99% of packages received from them are in good shape so I’m not going to crap on them for this one package.

 

[madeintheuk]

While I’m glad you feel content with the outcome, if this was any other dealer (Utah air, pellet shop, AOA to name a few), they would have sent you replacement tins without waiting for a courier claim. This is why they have a shipping team. It’s not your problem, nor should you have to wait a week for a remedy of this issue. I will never buy pellets from pyramyd (or anything else for that matter), just because of this.
If they valued you as a customer, they would have taken care of you first without worrying about the courier claim!

 

[Peashooter]

I do wholeheartedly respect shops / people that do the right thing at once, and then deal with their problem / loss afterwards.
BUT ! i also think this demand some leeway in the finance DPT, not to forget the work dealing with such things which anyone that have tried it can often be a night mare.

I am also pretty sure some ( in this case shipping companies ) count on people just writing things off at a loss, and make no claims,,,,, and sadly some do that, which in turn just compound problems for us sane people that demand what is owed to us.

 

[450BM]

While I’m glad you feel content with the outcome, if this was any other dealer (Utah air, pellet shop, AOA to name a few), they would have sent you replacement tins without waiting for a courier claim. This is why they have a shipping team. It’s not your problem, nor should you have to wait a week for a remedy of this issue. I will never buy pellets from pyramyd (or anything else for that matter), just because of this.
If they valued you as a customer, they would have taken care of you first without worrying about the courier claim!

I am content with the outcome. Not all of the tins were damaged so I have pellets to shoot and it’s not an emergency. It’s no problem at all I have to wait another week or so to get replacement pellets, no big deal. I’ve only bought from Pyramydair and feel I get good prices and fast shipping. This little delay is not going to be a dealer killer for me.

 

[Ezana4CE]

@450BM Good to read that they are working to take care of you.

 

[450BM]

I do wholeheartedly respect shops / people that do the right thing at once, and then deal with their problem / loss afterwards.
BUT ! i also think this demand some leeway in the finance DPT, not to forget the work dealing with such things which anyone that have tried it can often be a night mare.

I am also pretty sure some ( in this case shipping companies ) count on people just writing things off at a loss, and make no claims,,,,, and sadly some do that, which in turn just compound problems for us sane people that demand what is owed to us.

I work for an electric utility and see claims all the time. Not everything can be taken care of immediately and without researching the issues. Cripes, we’d be out of business if we did that. People think when their 30 year old refrigerator goes bad it’s the power companies fault and they want us to pay for it. Or there is a weather related outage and the food in their freezer (at their camp 200 miles away) goes bad and somehow we’re responsible. If we screw up and create a true power surge, they yes, we are responsible and we pay for damages.

I’d rather they review everything first so they do the right thing with all parties involved. It’s just good business sense.

Hold on a minute, I need to transfer some money so I can pay the fees to make sure I get that $12 million dollars from the uncle I never knew in Nigeria…

 

[450BM]

@450BM Good to read that they are working to take care of you.

Thanks! A couple of months ago I placed an order for .25 cal pellets and a .177 Marauder magazine . When the order arrived I had my pellets and brand new .22 Marauder magazine. Crap, I made a mistake! Was too excited and didn’t check the order before I hit the “Place order” button. I called Pyramydair and told them what I did and to talk about options for returning the wrong mag and getting the correct one. Well, they didn’t give me a choice, they shipped me a .177 mag and wouldn’t bill me anything. I got it three days later. They didn’t want to mess with returning the 22 mag but asked me to “Pay it Forward” by giving it away. (I’m watching for the need here…) I bought a new FX Impact M3 from them a week later. (yeah, got my pellets before I had the rifle)

 

[Ezana4CE]

@450BM For a large online retailer they’ve done right by me as well. I’ve run the online component of a business and handled damage claims and fraud cases so I can sympathize with certain processes. It’s also good to see consistency in the service department. Knowing that if or when we encounter a problematic or ill-informed representative of a company that there are others we can communicate with to get things done is reassuring. That’s one benefit of purchasing from a larger outfit. Thanks for sharing your experience. I’ve read how some members have had bad experiences that sour them on a company before they have the opportunity to make it right.

Funny you bought the pellets before the rifle. I don’t see it as a bad thing though. As long as you have an air supply I guess you were ready to shoot out of the box.

 

[450BM]

@450BM For a large online retailer they’ve done right by me as well. I’ve run the online component of a business and handled damage claims and fraud cases so I can sympathize with certain processes. It’s also good to see consistency in the service department. Knowing that if or when we encounter a problematic or ill-informed representative of a company that there are others we can communicate with to get things done is reassuring. That’s one benefit of purchasing from a larger outfit. Thanks for sharing your experience. I’ve read how some members have had bad experiences that sour them on a company before they have the opportunity to make it right.

Funny you bought the pellets before the rifle. I don’t see it as a bad thing though. As long as you have an air supply I guess you were ready to shoot out of the box.

Yeah, if you’ve done online retail and have seen it from both sides you certainly understand. I bought my Marauder “package” from Pyramydair six years ago with a few tins of pellets since then and most recently the FX Impact and pellets this thread is about. I’m not going to dump them for a bad shipper experience.

Well you know, it’s a good reason to buy that new rifle! Come on honey, I have all this ammo and no gun to shoot it in so I might as well buy it... I bought a case of Eley Mach 2 ammo before I ordered a gun. 6 cents per round for Eley, I couldn’t go wrong! Ended up buying a Savage first and then found a used CZ 452 for $300 which is an absolute laser beam. Got the box of ammo the previous owner bought with it, he’d put two rounds through it. So buying some .25 cal pellets before I had the gun just came naturally! I reload for all my centerfires. I usually have the brass, dies, bullet molds (I shoot a lot of cast) and suitable powder before I buy the gun. Did that with my 450 Bushmaster and 350 Legend. Need to be ready to go when the gun comes home!

 

[Ezana4CE]

@450BM If you get into casting airgun slugs please start a thread with photos. I find them informative.

 

[450BM]

@450BM If you get into casting airgun slugs please start a thread with photos. I find them informative.

Probably about the only thing I haven’t cast for yet! I have lot’s of pure (or almost) lead that would work well but I haven’t even looked into a mold yet. I will one of these days. I’ve thought about the process but that’s about it.

 

[TiredRooster]

They aren't perfect....who is? But, I have done quite a bit of business with PA over the past few years. I have also had a couple of issues with some items that I purchased from them. Wasn't their fault. Wasn't mine either. But, they took care of me each time with no fuss or any real inconvenience to me.

 

[A.G.R]

PA has stepped up every time with great results.. your dealing with the usps and it’s anti gun employees enforcing their liberal views on your packages.. TRUTH.
I just had a package with the correct address returned to sender because of where it was from. They knew it and abused their beliefs on the federal mail system.. The world we live in is not as free as you think.