Poor service and lacking ethics, better avoided
I purchased a fly reel off their website which was supposed to have been serviced by the manufacturer, so was mentioned in the product description ‘Recently serviced by Hatch Outdoors USA (bearings and drag system)’
Upon arrival and inspection of the reel I found it to contain sand. Also the main screw connecting the spool to the body was covered with rust and old sticky grease. I emailed AOS the very same day and sent pictures of my findings asking for clarification. The reply I received was:
maybe they simply did not clean that particular screw. But this particular reel was for overall maintenance at Hach, US only a few weeks ago
This is not the first, but definitely the last time the Haider brothers have violated my trust. Back in November 2018, I was asked to withdraw my trusted shop review, which I posted based on another poor experience. AOS is a disgrace to the fly fishing community and everything it stands for!
Reply from AOS Fly Fishing
Dear Bob N Mihaylov,
we are currently reviewing past feedback as part of our ongoing commitment to improving our service. Even though some time has passed since your review, we feel it's important to provide clarity on this matter for you and our other customers.
First of all, thank you for your feedback!
We hope that you have caught a lot of fish with this fly reel meanwihle and you are still satisfied with the Hatch Finatic, despite your initial displeasure.
Again, we are sorry to hear that the condition of the reel didn't meet your expectations. We place great importance on transparency, especially with our second-hand items, sold on commission for our valued customers.
We would like to clarify the situation, after some time has passed ....
Condition & Maintenance: This reel was a pre-owned model used in saltwater. As stated in the description, the core of the reel - the body with the drag system - was sent to the manufacturer Hatch Outdoors in the USA for a comprehensive inspection and service just weeks before the sale to ensure full functionality.
Signs of Use: We deeply regret that there were residues of Sand on external parts like the spool screw. Since this was a used fly reel, such visual signs can occur, but they don't affect the technical performance of the fly reel.
Resolution: Following your message, we immediately offered you the option to exercise your right of withdrawal, return the reel and receive a full refund. We were surprised that, despite your dissatisfaction, you chose to keep the reel and did not take us up on the offer of a return.
Our goal is always to find fair solutions, and we stand by the quality of the used gear we inspect.
We are sorry that things had turned out so unhappily between us.
Tight lines and all the best,
AOS Fly Fishing Team
