The worst customer service that I have ever recieved
I am extremely disappointed with Unit13's customer service and lack of professionalism. I have never left a review before, but this experience has been so horrible that I felt compelled to share it.
Upon receiving the parcel with my ICS Challenger Hi-Capa, I immediately noticed multiple issues, such as missing parts that were in the photos and description, and the gun was malfunctioning. Despite contacting Unit13 immediately and not receiving answers for weeks, I was told to send the pistol in for repair and that they would fix it immediately and cover the return shipping costs. After the pistol was there for a week, I contacted them to see if the pistol had been fixed as they promised, and they told me that they had not even looked at it.
A few weeks went by, and I received the pistol after they had "fixed" it. Upon opening the fixed Hi-Capa, I noticed that there was lubricant all over the pistol and the box. When I inspected it closer, the whole upper of the pistol had a lot of scratches and other damage. Also, there were missing parts on the slide, such as the screw that holds the blowback unit in place. This is totally unacceptable because when I sent the Hi-Capa in for repair, it was in pristine condition.
I have been trying to contact them with over 20 emails and 10 phone calls but have not received any answers. This has been an ongoing issue for months, ruining my whole summer of airsoft. I am now seeking a full refund as I am eligible under the EU's customer protection policy, but they are intentionally not responding to my calls or emails. I will be updating this review when I have received a satisfactory response from Unit13.
It's ironic that the only way that you contact me is either via google reviews or trustly, and not to either my calls or emails. In your response you state that I have "demolished" the Hi Capa but I have not done that and it was malfunctioning out of the box. I also have several pictures of the Hi Capa before sending it in showing that it was in prestine contition. Please contact me directly as I want to get this issue solved as fast as possible. The pistol is still missing parts as you sent the wrong parts and I'd like to be able to play airsoft again.
Reply from Airsoft & schietsportwinkel
Dear Axel
After 42 mails and many phone calls
we can no longer do anything for you
We have done everything we can to find a solution.
but nothing was right and Unit 13 got it all wrong,
the manufacturer ICS got involved in this matter and in this case too you knew it all better.
We sent you what you demolished and made it work and you were not satisfied with this either.
After this we sent more parts, everything to keep you as a customer satisfied.
somewhere it just stops at service.
If you have demolished something again, our advice is to look at the drawing to see which part number everything can be ordered from the other ICS dealers.
I also wish you a nice day
