Ammunition To Go, AKA: Ammo To Go, Customer Support Hidden Charge: Restocking Fee Brenham Texas

If anyone is reading this...please note the para contraining the part about, "we can rush this order through, IF you want"

The Propblem:  At the time of the above email, the service rep could have declaired not only Ammo To Go could have gathered the bullets and brass together for shipping early and make the Christmas bright for me and my family but there would be a fee if I decided to cancel.  

Hmmm, the fee part was not included in that email...it did give me lots of time to go to all the gun stores in my home towe cause it said, "let me know", like no problem, just let me know.  Why didn't that email bother to state anything about the fee ?

The email is why I was mad to begin with.  WHY didn't it state at that time, "there would be a fee if I cancelled ?  This is why I felt ripped off !   I don't feel I was treated fair and given all the information that I was due.

Ya know, I've done business with these guys before and I was very very happy.  I received fast communication from their staff and the price on the ammo was great.  I had even let my friends know about the web site. My friends were from OK to WA State...and I just as fast let them know about this problem also.

The owner said that I was given a break and "ONLY" charged a small amount.  I don't agree, this should have never happened in the first place and I don't think I should have been charged anything. 

We received a notice about this report they wanted us to be aware of it. We have decided to reply to the complaint.

Back on Monday December 16,2013 this customer placed an online order with us. At this time we were experiencing a shipping delay of 3-4 business days. This delay was posted on our front page under an Expect Delays Banner; it also notifies the delay to the customer during the order process, before confirmation of the order. The customer placed the order, we received the order and processed the order.

On Tuesday afternoon the customer emailed stating that he would like to cancel the order, as it would not arrive in time for Christmas. At this time we offered to pull the order and RUSH the order out so that he would receive it by Christmas. We also let him know about or cancellation policy which is located on our website under Conditions of Use. We do have a 10% processing fee for orders cancelled once they have been processed. The customer emailed back very upset by the 10% fee because he had gone down to his local store and purchased the ammo. We tried to make a good faith effort to reduce the 10% processing fee to 6% which are the fees we incur through processing the transactions.

Below will be emails between the customer and customer service, we will omit customer names and email addresses for privacy.

On 12/17/2013, sales@ammotogo.com wrote:

Dear ,
The status of your order has been changed.

New Status: Processing

Our comments to you are:
Thank you for your order. Your Order is now being processed. Due to an extremely high number of orders, your product should ship within 3 to 4 business days. We are sorry for the delay. You should receive a tracking # through E-mail from the shipping company when this order ships. If you do not receive this tracking # please check your spam blocker or junk mail. Thanks again for your business and have a great day! 

From: 
Sent: Tuesday, December 17, 2013 12:40 PM
To: sales@ammotogo.com
Subject: Re: AmmoToGo.com Order Update - #917341

Will you please cancel order. This is for Christmas and it will never make it.

Thanks,

From: Ammunition To Go - Sales [mailto:sales@ammunitiontogo.com]
Sent: Tuesday, December 17, 2013 1:29 PM
To:
Subject: RE: AmmoToGo.com Order Update - #917341

Mr. ,

I would be happy to rush the processing on your order and have it shipped today. The UPS website projects that it will take 3 business days to ship to Raleigh, North Carolina; however, I would need to know shortly in order to ship today.

Please let me know.

Thank you.

From: 
Sent: Tuesday, December 17, 2013 1:45 PM
To: Ammunition To Go - Sales
Subject: Re: AmmoToGo.com Order Update - #917341

Hi,

Upon seeing the order info, I went down to my local gun store...to my surprise, they has ammo in stock.
Please cancel the order. Merry Christmas.

From: Ammunition To Go - Sales [mailto:sales@ammunitiontogo.com]
Sent: Tuesday, December 17, 2013 4:21 PM
To:
Subject: RE: AmmoToGo.com Order Update - #917341

Mr. ,

I have attached a copy of our cancellation policy that is posted on our Ammo to Go website under Conditions of Use for your review:
Cancelled Orders
You can cancel any order after you have placed the order on the webpage within 2 hours of placing the order. For orders placed on Saturdays and Sundays please call and leave a voicemail or email within the 2 hour time frame to avoid any fees. If you cancel the order after the 2 hours and it has been processed through our system but has not been shipped you will be charged a 10% order processing fee. This fee is to cover the time and labor it takes to process an order. If you cancel an order and it has been shipped you will be charged a 10% restocking fee, $12.00 per package for a UPS intercept fee and return shipping back to us, which will be the amount of the shipping you originally paid. UPS charges us the intercept fee and the return shipping, so we are in no way profiting from these charges.
The 10% cancellation fee will apply since your order was placed on December 15, 2013 and you requested the cancellation today, December 17, 2013 at 12:40 pm CST.

Thank you.

From:

Sent: Tuesday, December 17, 2013 5:06 PM
To: Ammunition To Go - Sales
Subject: Re: AmmoToGo.com Order Update - #917341

It'll will be the last d**n thing I'll buy from you....and just wait till I get on my soap box. I'm not from NC
and I know gun owners across the country...it'll cost you a hell of a lot more than that 10%.

I'll also file a complaint with American express....you'll at least work for your money !

From: Ammunition To Go - Sales [mailto:sales@ammunitiontogo.com]
Sent: Wednesday, December 18, 2013 3:17 PM
To:
Subject: Cancellation of Order #917341

Mr. ,

This email will acknowledge receipt of your response to an email sent on December 17, 2013 at 4:21pm CST from myself stating that the 10% cancellation fee would be applicable to your order with a copy of the Cancellation Policy that is shown below and on the AmmoToGo.com website under the Conditions of Use that states:
Cancelled Orders
You can cancel any order after you have placed the order on the webpage within 2 hours of placing the order. For orders placed on Saturdays and Sundays please call and leave a voicemail or email within the 2 hour time frame to avoid any fees. If you cancel the order after the 2 hours and it has been processed through our system but has not been shipped you will be charged a 10% order processing fee. This fee is to cover the time and labor it takes to process an order. If you cancel an order and it has been shipped you will be charged a 10% restocking fee, $12.00 per package for a UPS intercept fee and return shipping back to us, which will be the amount of the shipping you originally paid. UPS charges us the intercept fee and the return shipping, so we are in no way profiting from these charges.
We apologize that the application of the 10% order processing fee to the cancellation of your order upset you; however, we want you to understand that this is not just an arbitrary charge and that Ammo To Go incurs a 3% fee on each credit card purchase and incurs another 3% fee on each credit applied to back to customer accounts, as well as the labor needed to process your order, to process your cancellation, and to process the credit to your credit card, which accounts for the last 4% of the 10% processing fee charged on the cancellation of orders cancelled after the 2 hour time period has elapsed.

Ammo To Go is a fair and just company, and customer satisfaction is of the utmost importance to the company. As such, my manager, and the owner of the company discussed this situation and will compromise in this instance and charge you 6%, or $13.89, to process the cancellation of your order, this is the exact amount charged to Ammo To Go by the credit card company for your purchase and the credit back to your account.

We also want you to know that we truly appreciate your business and the opportunity to serve you.