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Shellback Tactical has crappy CS

shellback shellback tactical banshee plate carrier

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#1 B+Shooter

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Posted 27 August 2016 - 10:05 PM

I wanted to put something out here since I wasn't sure if my experience was unique, or par for the course.  I will try to stick to the main point rather than airing every pissy comment that came up during my multiple calls.
 
I ordered a Banshee PC and 2 Level IV plates  last month immediately after the LE attacks in Dallas/Baton Rouge.  A lot of companies sold out of what they had quickly, and Shellback was one of the only companies that still had armor packages in stock, so I paid a premium price to order their package, to ensure that I could get outfitted.  (Full disclosure: I did get a discount, but oddly enough, as the percentage of discount reduced the price, the shipping increased the same amount, so it appeared that you get free shipping, but no price discount- pretty shady). 
 
Several days later I received the carrier and kangaroo pouch, but no plates.  I waited a few days to see if they were behind, but my order showed partial shipped with no change.  I had emailed prior, with no response.  I called and got ahold of a CS rep who informed me that they, in fact, did not have the plates- but they were being shipped third party.  That wasn't listed on the product I'd ordered, but if I had looked at a different product (which isn't what I ordered) I would have seen that.  I asked for a ETA on the plates, which he could not give me. I mentioned that I hadn't gotten any replies from my emails, which I was told they hadn't received.  I told the CS rep that I'd like to go ahead and cancel my order to free up my money in order to get the needed gear. (I wanted to head off any problems with "non returnable" products) I was told there'd be a %15 restocking fee to my order to cancel. I told the CS rep I'd like to speak to Mike, the POC for LE sales.  I was told that he was not going to bother Mike with my problem.  I told the rep that I'd at least like to cancel the unshipped portion and we could deal with returning the carrier later.  I was quoted my projected refund (FYI, my order came to $515, and that canceling my plates would get me back $178 - basically any discounted price came out of my end).  I asked for an ETA on plates or I would be cancelling the order- I was told I would be called with an ETA.
 
I called 1-2 days later an got a different rep. I told her if they didn't have an ETA, go ahead and cancel my order.  She said she'd have to contact the armor manufacturer to see if the plates had already shipped, in order to cancel the order (WTF?!?- an ETA was what I wanted in the first place!)  I told her that I was fed up, and just wanted to cancel my order, be done with their company.  I told her that they were penalizing me at every turn, almost like they were extorting my business.  I mentioned about getting my bank involved, after things went downhill on the phone, and a second refusal to let me talk to Mike.  I was told that she would call me back to let me know if the 3rd party armor had shipped.  She told me that ALL companies have restocking fees, shipment windows of 10-14 days, etc. (Uh- no.  I usually shop companies based on their CS, and this behavior is the exception, not the rule)
 
The next day, I get a call from Mike.  He said they would ship me HESCO plates that they had in stock, even though  they cost more.  I thanked him for fixing a bad situation ( I looked a minute later to realize there was a $5 difference between the HESCO and the backordered- was that not an option several calls before?)
 
LONG story short- The plates came in USPS priority mail box that looked like shit (the box was curved in the shape of the plates, the shooter's cut corners were crushed, several dents/gouges in the box. I could feel the plates through the holes, they weren't padded.  I wasn't sure if the shitty packaging was some passive aggressive vendetta, or just par for the course of cutting corners.  I refused the package and contacted the bank/returned the rest.
 
Don't really know/care how the Banshee is.  With the customer service, I wouldn't want to have to rely on Shellback in case something went wrong later.


#2 PSDRyan

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Posted 27 August 2016 - 10:24 PM

Sorry to hear you had a bad experience. I had ordered an AR500 carrier with steel plates. Lead time was like 6 weeks, did research and decided I wanted ceramics. They cancelled my order and refunded my money immediately with no fees. I then ordered a lvl IV set of plates from OSS with a carrier. They arrived in 2 weeks in pristine condition.

#3 B+Shooter

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Posted 29 August 2016 - 09:51 PM

The Banshee looked to be decent, but the experience I had soured me to the entire company. It seemed every time an opportunity came up to make a low impact decision, they defaulted against helping the customer.
I'm not some airsofter trying to argue over the wrong shade of FDE, I'm trying to get armor upgraded/supplemented out of my own pocket (God forbid departments deem protecting their own a priority!). I paid more than other companies were charging to get some piece of mind, which was not the experience.

#4 JFergus7

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Posted 29 August 2016 - 11:13 PM

That really sucks and sorry to hear that you went through all that.  I have been looking at plates again lately and that was one company I was planning on checking out.  Glad that you made this post because I am not even going to give them a look now.



#5 Psybain

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Posted 30 August 2016 - 12:44 AM

The Banshee looked to be decent, but the experience I had soured me to the entire company. It seemed every time an opportunity came up to make a low impact decision, they defaulted against helping the customer.
I'm not some airsofter trying to argue over the wrong shade of FDE, I'm trying to get armor upgraded/supplemented out of my own pocket (God forbid departments deem protecting their own a priority!). I paid more than other companies were charging to get some piece of mind, which was not the experience.


May I suggest skd when you go down this road again? They seem to have some good prices for carriers and plates and I've never heard of people getting their balls dragged through a mile of razorwire and broken glass by their CS dept.
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#6 JFergus7

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Posted 30 August 2016 - 11:54 AM

I have also been looking at that Viking tactical belt at SKD. Anyone have one already?

#7 billybogota

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Posted 30 August 2016 - 01:48 PM

May I suggest skd when you go down this road again? They seem to have some good prices for carriers and plates and I've never heard of people getting their balls dragged through a mile of razorwire and broken glass by their CS dept.

 

+1 on SKD -- I've purchased a decent amount of things from them over the years, and had nothing but good experiences.


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#8 DeathwatchDoc

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Posted 30 August 2016 - 04:03 PM

+ for SKD

 

They are a pleasure to deal with both pre and post sale. I have sent their "Ninjas" several presages question looking into this item or that or trying to figure out which version of a product they carry. 


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#9 mangeface

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Posted 31 August 2016 - 04:46 PM

Another +1 for SKD. The fact that they have an active account on the forums (meaning they actually post here, even outside their area) is a big plus for me.

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