• Report: #1113897

Complaint Review: Fire Store Online

  • Submitted: Wed, January 08, 2014
  • Updated: Wed, January 08, 2014

  • Reported By: Abby — Midway park North Carolina
Fire Store Online
1510 Industrial Drive New Smyrna Beach, Florida USA

Fire Store Online, Duty Wear Online, NSB Clothing Company, Officer Store Online Refuses to give refund for a product they never shipped New Smyrna Beach Florida

*Author of original report: Full email transcript with phone call dates from Verizon

*REBUTTAL Owner of company: The truth and facts about this situation

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On December 11th, 2013, I placed an order with this company for 1 pair of boots, 2 EMS shirts, and 2 pairs of EMS pants. On December 13th, I receieved a phone call saying that they only have 1 of the EMS shirts I requested and they haven't carried the boots I ordered in "months". I was informed that I needed to pay to upgrade my second shirt to a different company's shirt that looked the same and look at their website to decide on different boots. Once I made my decision, I could call them back and continue with my order. I told them to just ship the 1 shirt that they did have in stock for me and issue me a refund for the other shirt and my pair of boots. The "customer service" representative kept telling me to look at the website and decide on different boots. I told him repeatedly that they did not have any other boots I was interested in and I wanted my money back. He eventually agreed to issue the refund and would even give me a free upgrade on my shirts.


On December 26th, I still had not received my refund for the $92.88 that these boots had cost me. I called the company again. I was told there were no notes in the system for a refund for the boots and then asked if I had made a selection on different boots. I told him I absolutely did NOT want any other boots from that company and I just want my refund for what I paid for, that they advertised they sell, but have long since discontinued. I asked when I would see the refund on my credit card. He simply told me "some time after the New Year". He then said he would submit it to their accounting department and I would receive an email and phone call the next day confirming the refund. I did not receive any communications from the company.


On January 6th, 2014, I still had yet to receive my refund. I called the company again. They told me they couldn't answer any of my questions and everything would be forwarded to the accounting department, but they were already gone for the day. He assured me the accounting department would call me the following day to answer all of my questions and process my full refund for the $92.88. 


January 7th came and went with no communication from the company. I called yet again on January 8th (today) to find out where my refund was. I was told by the customer service representative that they CANNOT issue me a refund to my credit card and that I "should" receive a check in the mail "sometime next week".

This report was posted on Ripoff Report on 01/08/2014 11:29 AM and is a permanent record located here: http://www.ripoffreport.com/r/Fire-Store-Online/New-Smyrna-Beach-Florida-32168/Fire-Store-Online-Duty-Wear-Online-NSB-Clothing-Company-Officer-Store-Online-Refuses-t-1113897. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Author of original report

Full email transcript with phone call dates from Verizon

AUTHOR: Abby - ()

Don with Firestoreonline
Jan 10
to me
Mr. **********,

I am aware of your order issues with the boot refund which was delayed due to your stolen credit card.  Unfortunately, we are unable to randomly issue a credit to a credit card account unless there exists an actual charge with a transaction number.  I am confident that you will realize that this complication was NOT our fault.  We advised your wife when she called in on 1/8/14 that we would issue a refund check, which would have been issued on 1/9/14, for the amount of refund requested.

However, we have credited the refund in the amount of $92.88 to your original transaction and original credit card.  We contacted merchants services to verify that the refund would be posted automatically to your new credit card and they advised that it would, even though the original card was stolen.

While phone hours are limited to 4 days per week, our entire staff was working 14 hour days (6 days a week) during the holidays in order to make sure each and every order was shipped.  I was made aware of the situation today upon my return from leave and wanted to let you know the credit was issued yesterday since your wife refused to accept a check.

Lastly, I understand you and your wife may be frustrated and have made public statements which may be misleading and non-factual.  I have reviewed all recorded phone calls which leads to my determination.  My suggestion would be to remove such statements from the public forum or we may explore means through the legal venue.

1510 Industrial Drive
New Smyrna Beach, FL 32168

Hours M-Th 10a-5p E.S.T. (closed Fri/Sat/Sun)

386-409-8875 ext. 113 phone
866-699-8084 ext. 113 toll free
866-548-6853 fax

America's Public Safety Superstore since 1998!

Jan 10
to FireStoreOnline
Actually, I had requested a refund of the amount PRIOR to our card being stolen and did not receive it in the more than week between the request and the loss of the card. If your company would have issued the refund in a timely manner, this would not have been an issue. 
Your website does not show you what is actually in stock. When I purchased the boots (December 11th), I assumed this was a boot you carried. I was not informed until after the payment had been given to your company that they are not something you actively carry (December 13th). When I was made aware of this, I requested the refund. 
I was told on December 26th as well as January 6th that the refund would be issued to the new card. I gave your CSR the new card number on December 26th. Why would I have done that if I had not been told that the refund would be processed to that new card? Do you think I just hand over our credit card number, security code, and expiration date to anyone? No. I was told I would be getting my money back on that card. 
I did not REFUSE the check. I demanded that it be sent by your company and received by us by the following week and asked what the action would be if it did not arrive by the following week's Friday. The statements made are NWe OT misleading. This is the treatment I received from your company. Maybe you should listen to ALL 4 of the phone calls instead of just the last one where 26 days after I requested my refund, I was informed it would be sent by check. 
What sort of "legal action" do you honestly think you can take over a review for a company stating exactly what happened? You don't want poor reviews? Don't lie to your customers and remove the ability to purchase products that you have long since discontinued. That'll save you a lot of hassle. 
We have received the complete refund for $92.88 on our credit card and do not expect a check in the mail for the refund. 
****** *********
Don, FireStoreOnline
Jan 10
to me
*******, please let me know how you wish to move forward since I'm not quite understanding what would satisfy you at this point since you have received your refund.

I can offer you a gift certificate in the amount of $50 to offset your time you have spent with this situation if you would like.

I realize that we may learn from this situation moving forward in ways to better inform our customers.  While it is no excuse, we did successfully process several thousand orders with only a few issues.
Jan 10
to FireStoreOnline
The issue was not with receiving the order, it was with receiving the refund for the part that was not able to be shipped. I appreciate your offer for the gift certificate, but will respectfully decline. We have received our refund and I do not feel there are further steps that need to be taken.
However, due to the ordeal we had to go through to receive our refund, I will not be retracting our reviews.
****** ********
Date Time Number Rate Usage Type Destination Minutes
12/12/2013 4:03PM 386-409-8875 Peak PlanAllow Incoming CL 3
12/25/2013 2:37PM 866-699-8084 Peak PlanAllow (company was closed in observance of Christmas) Toll-Free CL 1
12/26/2013 9:13AM 866-699-8084 Peak PlanAllow Toll-Free CL 7
From current billing cycle          
1/8/2014 1:05 PM 866-699-8084 Peak     9
1/6/2014 4:50 PM 866-699-8084 Peak     4
1/6/2014 4:50 PM 866-699-8084 Peak (was disconnected before ever speaking to a representative)    1
1/4/2014 9:22 AM 866-699-8084 Off Peak  (company not open)   1


They were correct in the rebuttal that I was off on dates....by one day on one phone call. After we received the refund, I stopped contacting the company. I did not HARASS the company. I had to repeatedly inquire about my refund after being told it would be issued to my new credit card multiple times, as well as being told I would receive a phone call from the accounting department that never came through.

I also did not refuse a check from them for the refund. I asked what would be my action when the check did not arrive the following week. Had they refunded the money in a timely matter (refund requested on the 12th, lost credit card was reported on the 26th, giving them 14 days to have issued a refund), this would not have been an issue.

I was never informed that the boots were on back order, but instead told that they did not carry them anymore. They did not initially offer to upgrade my shirts to a different brand for free to expidite the shipping process, but instead told me I would have to pay the difference. I told them to just send me the 1 they had in stock and refund the other shirt and the boots. THIS is when they offered to upgrade my shirts for free.

(From their rebuttal) "Subsequently, the customer stalked and slandered our company through social media, phone calls and emails.  We went ahead and issued the credit to the customer's original credit card which would automatically be credited to her even though the card was stolen." As you can see in the emails above (which are ALL emails between myself/husband and this terrible company), I did not harass them. As you can see from the Verizon bill, I did not harass them. These are the statements I left on the company's facebook page as reviews based on the issues I had with receiving my refund: January 6th: I wish I could give you guys a ZERO for complete lack of effort as a company and horrible customer service! You list things on your website and allow people to give you money for a product you don't carry, and then refuse to issue a refund in an even remotely timely manner! Almost a month later and I'm still waiting on a $92.88 refund for boots you no longer carry! (Under my name, which they then blocked me. I had also left a post on the page that was not part of the review attempting to find out where my money was that they deleted and I do not have a screen shot of this). January 8th: I think it's funny that I leave a crappy review/post on your page and instead of attempting to correct the issue, you guys instead block me from your page and make it so that I can't post on your facebook page EXPOSING the CRAPPY company you are! I never did receive that phone call/email yesterday concerning my refund of $92.88. I have made darn sure that my entire EMS class as well as everyone I know in fire and LEO (both in school and working in the field) have been informed of your incomprehensible thievery!

Maybe if you were an HONEST company, you wouldn't have to delete and block people from your page. Get some better customer service. Don't sell products you don't have. Don't refuse customer refunds. Be a REAL company. And get some better hours. 28 hours a week?? And your accounting department isn't even open during those hours?? REALLY??? I WILL BE GETTING MY MONEY BACK. -Wife of ***** ****** (****** *********) **UPDATE** I've now been told that you guys are UNABLE to issue a refund to our credit card!!! I'm supposedly going to receive a check "sometime next week". I had to be the one to call your company AGAIN. I was told "I'm sorry. We're just really far behind." Maybe...JUST MAYBE if you worked more than 28 hours and didn't sell stuff that you don't carry in inventory, YOU WOULDN'T BE BEHIND. (This was left on their page under my husband's name in yet another attempt to get our money back since contacting them by phone was not working.) 

(Also from their rebuttal) "Unfortunately, this is the customer that every company fears - someone who cannot be satisfied no matter what the effort." The only effort I requested was that they refunded my money, which should have been refunded far sooner than the 14 days between the request and the loss of the credit card. This is apparently too much to ask from a company - a refund of money for a purchase they chose not to honor in a timely manner. Had they informed me the first time I had called about my lost credit card (on December 26th) that I would be receiving a check instead of being told both on December 26th and again on January 6th that it would go on my card, I would have accepted that answer and moved on. Instead, I was told not once, but twice that it would be issued back to my new credit card.
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#2 REBUTTAL Owner of company

The truth and facts about this situation

AUTHOR: FireStoreOnline - ()

This person has been harassing our company and its employees for several weeks now and we really don't understand what she wishes to be done since she has received a full refund.

The information given by the customer is false and untrue.  The customer placed an order for several items during the holiday season.  One of the items was a boot which shipped directly from Reebok.  Unfortunately, Reebok was out of stock in that style and was offering a substitute.  We contacted the customer and she advised to cancel and refund for the boot.  At the same time we offered to upgrade her uniform shirts to another brand (more expensive) in order to reduce transit time.  We offered this upgrade at no charge. 

The customer's refund request went to our accounting department and before we could issue the refund the customer called us back and advised that her credit card was stolen and was now canceled.  The customer demanded we credit her on a different card entirely.  Our customer service department contacted our accounting department to attempt to honor her request.  Unfortunately, our payment system will only allow us to credit the orignal card which was charged - and not randomly issue a credit to a card which was never charged.

Our customer service team advised the customer that we could either issue a check or credit back here original card.  The customer was very rude and irate and refused a check and continued to demand we issue credit to her new credit card even though we were unable to issue credit. 

Subsequently, the customer stalked and slandered our company through social media, phone calls and emails.  We went ahead and issued the credit to the customer's original credit card which would automatically be credited to her even though the card was stolen.

The customer account contains dozens of inaccurate statements, dates, etc.  I reviewed our recorded phone calls and emails and verified this customer received every reasonable effort on our part to provide excellent service.

FireStoreOnline processed several thousand orders during the holiday season with completely satisfied customers.  We stand by our 16+ years of service.  Unfortunately, this is the customer that every company fears - someone who cannot be satisfied no matter what the effort.

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