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Visited the store today as our Son is starting his Airsoft journey.
Tony was super knowledgeable, honest and helpful. It felt like talking to a friend rather than a sales pitch.
Our Son was offered the time he needed to ask questions, try on kit and handle guns.
We will certainly be returning!
I ordered some PTS mags from these guys. I have to say the communication via email was brilliant. I emailed to ask about the preorder status of the mags before ordering and received a prompt and very professional reply from Chris.
Based on that alone, it gave me the confidence to order. I bought 3 mags for £75 and it came with free postage which was fast. The mags were also extremely carefully packaged. Great value.
I will definitely be using them again when required. Outstanding customer service. Buy with confidence from Super5ives. Thank you.
Before deciding to go with Super5ives, I shopped around but ultimately decided that as they had some good reviews and fast delivery / free over £50, I chose them. I purchased a HPA engine and nozzle, which came to just over £400.
I was super surprised when I received an email telling me that my order was complete, as it had only been 1 to 2 hours! It also had a shipping number, which stated it would be delivered the next day. This company is great, I thought. Super fast and kept up to date! The next day came and went, with no package. Looking at the UPS tracking, it now said there was no information regarding the package. Disheartened, I rang Super5ives and spoke to Tony on the phone. I explained the problem and he said we would look into it and contact UPS directly. I thought nothing else of it and assumed it would arrive another day. Tony gave me a call back hours later to update me, which was brilliant. I really appreciated the call and stated this happens from time to time. Tony told me that UPS had not attached the tracking number to the parcel when it arrived, so it was now due in on Monday (three days later) So I left it in their hands. Monday came with no package, but instead, I got a call from UPS who stated that it had been 4 days and the package had not been scanned in that time, and it was declared lost.
Looking on reviews regarding UPS, this seemed to be a common problem. The UPS worker told me to contact Super5ives for a replacement, as they would have to put in a claim. I contacted Super5ives and spoke to Tony again the next day. Tony remembered me and said they would look to investigate the lost package. I asked ifncondeeation could be made to send me a replacement parcel, to which he stated he would have to enquire with colleagues in order to find out what the process was. Fair enough!
He said he would call me a few hours later with an update. I then received an email a few hours later from a person named Chris. He stated that they had asked UPS to open an investigation for the lost package, and that their own policy was to not send out replacements until UPS have had time to investigate (official line from UPS being days). He also stated that they were also out of stock regarding the nozzle in my order, with more coming in stock early April. Meaning they couldn't send a replacement even if they wanted to. Chris apologised for the failings of UPS but assured me it would be resolved one way or another. I completely acknowledged that UPS were to blame.
I sent an email back to Chris stating that UPS had said on the phone that Super5ives would have to put in a claim, as the parcel was lost, hinting that no investigation would take place (otherwise I assume they would have done so before offering to pay a claim to super5ives). I instead asked Chris for a refund, due to the time elapsed and the fact that I had not received the package. I asked asked if that wasn't acceptable, that maybe some form of discount instead to show an ongoing commitment to super5ives.
Chris emailed back stating that he was the main account holder for UPS and that they needed to be given time to respond, as they often find the packages that are lost. He said he was out of the office and was dealing with this via his mobile and it had only come to him an hour ago. He then stated that he needed to make me aware that if Super5ives refund me or I has otherwise recovered the money, I would be required to pay them for the order again, (which I thought was a given, why are you telling me that?) I responded and stated that I understood and would wait yo hear from them (no mention of the refund or a discount). I waited two days but thought best to apply for a chsrgeback with my bank to cover myself.
A few hours after instructing a chargeback, UPS emailed to say Super5ives have been issued a refund for their claim as a result of the investigation. I was then contacted by Chris who stated he had also been informed by UPS of the outcome, and the he had managed to find a nozzle! And offered me a replacement or refund.
I thanked Chris for his support, but ultimately decided to opt for the refund due to how I felt super5ives handled the incident. I told Chris that I hoped he didn't think less of me, but inapplied for a chargeback in order to cover myself, but offered to cancel it now.
Christ emailed back stated that he did not appreciate that I opted for a chargeback, as it cost the company a fee of £15. He went onto say that this was the failing of the courier company and they had to use UPS as a delivery service. He stated he also didn't appreciate it, as they continued to try and help me. (Continued to help me? I'm a customer who hadn't received what he paid £400 for).
I suspect they did not want to refund me to not be out of pocket, and conveniently found a nozzle once they were refunded.
Was soooo helpful when I rang up to question about something even got me to order more stuff to get next day delivery lol lots of stock and helpful advice will definitely use again
Bought a RIF, they had sent it with minutes of being bought as i wanted to chat about delivery! Turned up no issues!
Chap on the phone was polite and informative.
Would absolutely shop here again and recommend to others.
Amazing service offered.
Ordered an airsoft HPA engine, was shipped the next day. Unfortunately UPS chose to be D**** and failed to contact me about customs, and they end up returning to sender.
However Chris steps up and goes above and beyond, making certain I'm informed about everything and arranging the reshipping at ultimately no extra cost to me. I couldn't be happier about the level of service I've received.
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