Issues with PSA

[ct1222]

This is my first time dealing with PSA and I'm kinda lost on what exactly is going on.

Here's what happened.

I ordered the strikefire premium upper (lets called it order 1) on Tuesday, 11/26/13 because it was the only premium upper left on the website when I visited in the afternoon.

On Wednesday, 11/27/13, they put on a premium rifle kit which I immediately ordered(lets call it order 2), thinking I would just call in and cancel order 1 on friday or monday.

On Friday, 11/29/13, I managed to call PSA and tell them I want to cancel order 1. The gentleman(whose name I do not remember)
on the phone said he'll go ahead and cancel it and I should get my refund in a few business days. Sure enough, the order status for order 1 has been changed to "on hold" instead of "processing".

However on Monday afternoon, 12/2/13, the status for BOTH order 1 and 2 had been changed to "complete" and I can see the tracking info on UPS.
Shocked, I decided to give PSA another call on Tuesday morning, 12/3/13 to check whats going on.

This time, the gentleman named Paul answered the phone. After I explain to him the purpose of the call
he said he'll have to check with their sales dept. and put me on hold briefly. After about 5 min(amazingly fast respond time if you ask me)
he came back and reassure me that order 1 has indeed been canceled and I should get my money back sometimes today(12/4/13) even though their website still suggests the order has been shipped.

After I hung up the phone, I decided to check the UPS page again, and it said that order 1 was picked up on 12/3,
but apparently the sender(PSA) has issued a package intercept and its waiting to be returned to the sender.
Checked my CC website today(12/4) and the refund hasn't been issued.
My question is, when would PSA issue the refund? after UPS return the order to them? Would I still be charged the shipping fee even though I canceled it before they had a chance to ship it?


On the side note: Their shipping speed was ridiculously fast, like, it didn't take them the 10-15 business days as stated on the website. Did they pre built some of these upper before the sale or something ??

[Oldmandan]

Welcome to the world of PSA. We shop there for the prices, not the crappy service.

I'll spare you the details of the F'up they did on me. They'll eventually fix it, no worries

You can't go by the order status on their website, it's not always correct. Mine says they're still processing orders from May! Sometimes I get tracking info, sometimes I get tracking info after I get the shipment. You never can tell with those guys, but in the end they have always taken care of any issues for me.

[nadodave]

a refund can take awhile to process.

Company orders refund to credit card processor.
Processor processes refund, and impounds money from business account.
Money is transferred from processor to credit card company, and is then Credited to your account.

something like that. So it can take a number of days to actually be reflected on your account.

[russ69]

Everything sounds about right. You'll just have to be patient. Don't count on companies cancelling an order before you order a replacement next time, it can cause problems. Some companies don't offer returns. Word to the wise.

[Coolguy101]

...

[Jel]

Every one of your questions needs to be directed to Palmetto, and not to an internet forum. They are the only ones who can truly answer your questions, and the responses you solicit from strangers are simply their best guesses unless they work for the company.

My sentiments exactly, unless OP was hoping that someone here went through a similar ordeal and wanted to share their experiences.

[ct1222]

My sentiments exactly, unless OP was hoping that someone here went through a similar ordeal and wanted to share their experiences.

Yeah I was kinda hoping if someone has had similar experience and could give me a rough idea on what/when to expect, since calling them can be annoying sometimes.

[sierrashooter]

Yeah I was kinda hoping if someone has had similar experience and could give me a rough idea on what/when to expect, since calling them can be annoying sometimes.

I have placed several orders with PSA and have received great customer service. I had a similar situation with an order I canceled. They issued an intercept with UPS and promptly refunded my card once the merchandise was back at their warehouse. They refunded the entire amount of my charge including shipping.

For me, that was great service as it wasn't their fault and they didn't charge me the UPS shipping fee that they had to pay to send and intercept.

[billped]

As nadodave says, businesses take days to get things done we expect to happen in hours. It's normal, don't sweat it, give it a week.

[L84CABO]

That actually sounds like pretty decent service to me. I also have a lot of experience with UPS and logistics in general. The intercept can take a few days to work through their system/process...especially depending on where the package was at the point the intercept had been issued.

Also note that intercepts don't always work. In fact, quite often they don't. UPS's system is designed to get packages from point A to point B. Not intercept one in the middle of that. So you might actually receive this shipment anyway. Which certainly won't be PSA's fault. It's all in the hands of UPS...and we know how they can be.

So I would say just continue to watch this and be patient. And don't get too upset if you end up getting this shipment anyway. Sounds like PSA will take care of you if that happens.

And by "taking care of you," I mean allowing you to return the shipment. I have no idea how they will handle the freight expense on all this. To that end, I see the shipping expense as being on you for all this. Both for the shipment to you if they were unable to stop it and the return. However, they may eat this in the name of customer service. Who knows. But based on what you've described, it does not appear that you, "cancelled your order before shipment." The fact that you have a tracking number and that an intercept was issued, indicates that your package had already been handed off to UPS.

[railgunner]

PSA has good customer service and will treat you right. If the order went out they will have UPS snag it and return to them. Buddy of mine ordered ammo that got hung up some and he ended up with 800 rounds of 9mm for the price of 500.

[tonyxcom]

I cancelled an upper order a few years ago and got the refund imminently (and they didn't even charge me a restocking fee).

A few weeks later the upper came. I called them and told them to send me a shipping label so I could send it back. Guy on the phone sounded seriously annoyed and burdened by having to do that.

[Epaphroditus]

I'm guilty of this too, internet speeds have distorted our perception and expectations. Some things just take time ... days or weeks even.

I was really bent out of sorts when my upper arrived only to be the wrong one.

All sorted now. Sometimes PSA gets slammed and sometimes stuff ships within hours. When a 16" upper with BCG/CH and sights can be had of $399 waiting a bit is well worth it.

[Datdarkness]

I have had a few things with PSA go horribly wrong, but in the end they always fixed it and it always came out alright (no $$$ loss for me)

[Supertac916]

I've made 4 orders in the last 3 weeks. The only issue I had was a upper I purchased on Nov. 9th went on sale on Black Friday. My upper wasn't shipped yet and I asked them to cancel it, but it was sitting in the shipping bay. I had to place another order for the same upper, pay for shipping, and when I receive the original upper have to ship it back.

It would have been so much easier and cheaper on myself and Palmetto, if they would just do a price adjustment. Oh well, even after all of the shipping charges I still save $80 off my original order.