Brad
Customer Service
This review is not about the products from Armory Den but on their lack of Customer Service. Based on the reviews I've read and the description of their products, I look forward to one day using their products. I have submitted four different messages through their website and have responded to three of their computer generated emails. After several emails requesting information about creating an account and veteran's discounts, I still have not received a response from Customer Service. With no response from Customer Service I decided to go ahead and order the products I wanted. I selected the items from their website, placed them in my basket and proceeded to checkout. At checkout, I received a notice that my profile had been placed on a restricted list and I was unable to place a new order. Shortly after that message, I received an email stating I was only a click away from completing my order and in fact they provided me a Coupon Code for a 5% discount. Again I attempted to complete my order and again I received the same notice concerning the list I am on. To top it off yesterday I received an email from Armory Den, an advertisement for their newly released Thread Protectors. Based on the reviews I have seen on Trustpilot, I hope this gets the attention of a Customer Service Representative at Armory Den. I look forward to a conversation with them via email or phone with the sole purpose of completing my order. Very Respectfully Brad
Response from Armory DenApr 22, 2022
Hello Brad, Thank you for your feedback. We apologize for any inconvenience. Our reviews reflect our customer support, product quality, delivery time and more. It appears you reached out on April 13th with an inquiry in which the team responded on April 13th (same day), only a few hours after it was received. Therefore, you received a response within our 24-48 response window. The team placed a block on your account as there was another inquiry filtered for review because it contained a term irrelevant to firearms cleaning, which was sent on April 14th. The team must have found this term used the inquiry concerning, so a block was placed thereafter. This must have been the reason in to your account was blocked. This may also be the unfortunate reason you did not receive a response regarding your Veteran’s Den submission. Solvent trap cleaning kits are used to trap solvent and some models are for trapping solvent, storage and transport. Our products help firearm owners clean more efficiently. We do appreciate you stating that the review is unrelated to our products, but provided the information above, and having received a response on your initial inquiry within our response window (prior to the block), the review seems to be unfair and inaccurate. Our policies are ever evolving, and are in place to help our company build a reputation that delivers quality products to responsible firearm owners. Our company’s policies and process is one that our team must adhere to. These blocks are not to be taken personal, and we apologize for the inconvenience it has caused. Please understand the reason you did not receive a response is not due to 'lack of support,' but simply because a block was initiated on your account. The information regarding blocks is provided in our auto-reply email as well. The automated response advises that if customers are on placed on a block list, the team is unable to respond. This is one of the many reasons our team would be unable to respond. Our business model and policies are clear throughout our website, and our auto-reply emails are there to provide the information as well to further help customers understand our policies, etc. The team does their best to review all inquiries filtered in specific queues. Action is taken based on the inquiry sent, and if a response can be provided based on our policies. It is possible inquiries can be missed. Black may occur even if the team takes terms used in an inquiry 'out of context', but we all do the best we can to provide quick support based on these policies. In your feedback you confirmed that you received this information and that you are aware of the block as our website notified of you of the block. Additionally, the auto-reply emails states that our team is unable to respond to customers with blocked accounts. Having known about the account block you proceeded to leave the review. We would do not consider this a fair review as these are company policies which are outside our team’s control. We would hope that customers appreciate our process and policies and we trust this feedback will not discourage customers from purchasing from Armory Den, but be more of a reason customers should choose Armory Den because we do not deviate from company policies, and because we have a business model that treats all customers equally. Again, we apologize for the inconvenience and appreciate your feedback. Thanks for stopping by the den and sharing your review. We will be unable to respond further due to the account being blocked. Respectfully, Armory Den Compliance