Brandon Enterprises - SpyMall ripoff dishonest fraudulent billing online El Paso Texas

I am the General Manager of Brandon Enterprises and SpyMall.com. We are an Advanced Tactical Outfitter located in the Southwest United States. We have been in business continuously since 1986. We maintain business offices; a retail storefront and warehouse in El Paso, Texas. We have a full office staff, and operate out of an office building that we own. We have had the same main telephone number for 21 years! Ninety percent of the other "spy stores" that you will find on the Internet are actually individuals who operate out of their garage, off of their kitchen table, or have the items drop-shipped by a third party distributor. We are also licensed International Private Investigators who use the equipment that we sell on a daily basis.

Our Website (SpyMall.com) specializes in providing Law Enforcement, Security, and Private Individuals with specialized security and "spy" type equipment & related electronics. Because of the very nature of our equipment, many unscrupulous people purchase our equipment, use it, then simply return it stating that it either "did not work" or was "defective." Of course, they immediately request a full refund. Because of this common practice, virtually all similar businesses have been forced to impose a strict return policy limiting cash refunds to legitimate claims. Any damaged or defective items returned under warranty are quickly replaced usually with ten business days.

Because we have so few returns, I do in fact remember this particular transaction, -- primarily because the customer was so rude to my staff. In short, Angelique placed an order for one of our 007 Pen Pick Sets for $39.95 via our Website. Her order was processed and shipped out via UPS within 24-hours. Approximately one week later, we received an e-mail from the customer stating that her husband had received the pick, but that "...it was not what he expected...". (This is despite the fact that we have a full color photograph and a detailed description right on the very page that she ordered from.) As a courtesy, she was instructed to return the item for credit. Approximately one week later we received a telephone call from the customers sister requesting a status on the return. This young lady was very sweet and courteous. She further stated that she was calling because her sister did not have a phone with long distance service. (I wonder why...)

THIS WOMAN'S CLAIMS AGAINST US ARE NOT ONLY COMPLETELY FALSE, -- BUT COMPLETELY SLANDEROUS.

CLAIMS:
"Ripoff" - Customer placed order. Customer states in her own complaint that the exact item she ordered arrived one week later. How is this a "ripoff"?

"Dishonest" - Customer receive EXACTLY what she ordered. She requested a refund. Item was returned. Credit was issued to her card for a product that was NOT defective. (Should be pretty obvious that we are an honest company.)

"Fraudulent Billing" - Customer was charged only for the item that she ordered and admitted receiving. How is this "fraudulent billing"?

"Return Policy not clear on Website" - spymall.com/catalog/personalprotection-index.htm (All she had to do was click on the link...) Maybe she should learn to read right after she gets a telephone with long distance service...

"Did not credit her card" - A credit was issued to her card just as we promised to do.

It is unfortunate that we did not come across this woman's bogus complaint against us until over one year later. Who knows how much damage and business she has cost us unjustly. Nevertheless, I appreciate having the opportunity to tell our side of the story, and clear our good name.

I would like to close with the actual e-mail sent to us by this same customer:

Date: Sat, 29 Apr 2006 03:10:07 +0000
X-OriginalArrivalTime: 29 Apr 2006 03:10:12.0603 (

Thank you for the credit. Please realize that we did not mean to imply that your product was not as you described or that we had a complaint about your product. My husband simply did not realize that what he had purchased was not like his other picks, and it was a matter of preference, not that he was "duped" into buying something different. Thank you again.

Sincerely

Angelique