Author Topic: Pyramyd Air customer service (Read 6254 times))

Eric G. · « **on:** June 07, 2021, 04:10:52 PM »

Has anyone experienced terrible customer service from Pyramyd Air? I have called dozens of times and they cut me off after 20 minutes. They NEVER return calls or e mails. I have been trying for months to get warranty service on a defective 4500 PSI compressor. This outfit is just the worst when it comes to "support". I will not buy anything from Pyramyd unless I can't find it elsewhere.
Any thoughts on this mess?

sb327 · « **Reply #1 on:** June 07, 2021, 04:34:04 PM »

I’ve only ever made one purchase from them. I had to deal with cs and let’s just say, they will never get another cent from me.

Now let the PA fans start chiming in to convince folks otherwise, like I was convinced before placing my $1000+ order.

Dave

John4861 · « **Reply #2 on:** June 07, 2021, 05:53:37 PM »

Honestly, I've had okay customer service as long as my needs were very simple and easy to handle. My most recent email about some important information lacking in their products descriptions was met with this answer: "I'm sorry for the delayed response. Thank you for providing this information and we are sorry that we were unable to answer your questions. Please let me know if there is anything else I can do to help." Pyramyd Air

In other words, we don't really care.

I do know that I'm done with them as well. I've had multiple requests for notification when products return to stock. Well it seems Pyramyd Air is selling product (pellets among other items) on eBay at higher prices and not telling customers at their retail site (who've been waiting) that the products are in. They still show as out of stock on PA, yet they have been on eBay for weeks. I get it, they are making about $5 more per tin on eBay, and desperate folks are paying it, no free tins to mess with and shipping is higher too (there is term for this, but it escapes me). That is unfortunate to say the least and I won't be rewarding that sort of behavior with any future purchases.

John4861

Airnut · « **Reply #3 on:** June 09, 2021, 06:24:05 AM »

Be careful what you say about Pyramyd air! You do know that they are a fan favorite here and a forum sponsor. I have been complaining about their shady business practices for years! But have fell on deft ears. Their buy three and get one free pellet deal is a joke and I won't even talk about their free shipping!
YES they do pack pellets very good but you are paying dearly for it. Nothing is free with these people.
But still you have people that follow them blindly.

Chris USA · « **Reply #4 on:** June 09, 2021, 06:40:42 AM »

I have not ordered anything for a couple of years,....but in prior years, their service was stellar. If something is amiss,... I hope they fix it. It is all too easy to find other options these days.

Of course price matters,... but I would pay an additional $10 for a $200+ order (vs other vendor) if I knew the service would be there.

For any vendor,...I say skip the "points" and other gimmicky promos.

Keep up, stay ahead of the pack or get rolled over.

John4861 · « **Reply #5 on:** June 09, 2021, 07:37:21 AM »

Quote from: Airnut on June 09, 2021, 06:24:05 AM

Be careful what you say about Pyramyd air! You do know that they are a fan favorite here and a forum sponsor. I have been complaining about their shady business practices for years! But have fell on deft ears. Their buy three and get one free pellet deal is a joke and I won't even talk about their free shipping!
YES they do pack pellets very good but you are paying dearly for it. Nothing is free with these people.
But still you have people that follow them blindly.

I'm getting that feeling. I would not have said anything if they had just done what they said they would. It's there right to do what it takes to remain profitable; probably why my business never got very big.

I've spent a bit there this year, well its a lot considering my budget. I don't mind paying a little extra to get decent service either. It's too bad as I was very comfortable buying from PA, and then this mess happened. Its not the money, its the trust factor that went out the window.

Eric G. · « **Reply #6 on:** June 09, 2021, 01:53:18 PM »

It seems I am not the only one getting screwed.....I just wish they'd answer the phone so I could ask them to jam it in further! But alas, I'll have to settle for being on hold indefinitely.
I have sent certified letters and left countless voicemails and call back numbers. Crickets. Absolutely the WORST when it comes to customer service.
Still waiting for my compressor to be repaired 6 months later!!

John4861 · « **Reply #7 on:** June 10, 2021, 06:11:56 AM »

Quote from: Eric G. on June 09, 2021, 01:53:18 PM

Still waiting for my compressor to be repaired 6 months later!!

That is unfortunate, I wish you better luck and soon. I've had my best luck getting answers from PA emailing Shannon in customer service. Many times PA got back to me quickly (via email) but every once in a while I get a slow response but so far all have been answered eventually. I guess I should not be unhappy with them in my case. We are living through unprecedented times of shortages and super slow deliveries. I guess with inventory so unavailable, they are trying to keep the lights on any way they can. I mean I'm no expert, but I guess sales are down in almost every segment of this sport/hobby. I bought a .22 PCP when I wanted a .25 PCP, why? No .25 pellets.

I'd wager I'm not the only one thinking that way either. I mean guns are paperweights without the ammo. I got a note about the Gen 2 DAR's in .25 today, and the gun looks great and the price is phenomenal, but again, no pellets. I want a compressor next though, just not sure which one. I have only one PCP right now, so one that I can take with me and run off the car's battery at the range or in the field sounds like just the ticket. Got my eye on one that comes with a 110 volt power source too, but right now money is a bit tight for yours truly. I guess my sporadically operating cheap pump will have to keep me shooting for now.

I truly hope your situation is remedied promptly. I wish you all the best.

Trucker3573 · « **Reply #8 on:** June 12, 2021, 02:36:19 AM »

Brand new to this hobby so limited time and experience but I have had any of the negative experiences. I have bought two guns from them they shipped them free and in a timely manner. Free is free not sure what there is to gripe about that…LMBO. Also their pellets are as well priced as anywhere I have seen. They aren’t bending us over with what they do get in stock like sellers on Amazon and eBay. Free tins are free tins LMBO. Again don’t get it.

Oh and I called once about a Benjamin Maximus and they called me back within an hour or so. I will continue to use them.

Airnut · « **Reply #9 on:** June 13, 2021, 11:26:31 AM »

Shooter
They are not free tins, you are paying over inflated prices for the first three tins. Making the "free tin" the equalizer, almost.
If you order less than three tins you are really getting screwed.
If you want fair prices with good packing and no gimmicks check out Trenier outdoors.
With respect to their "free shipping"
The shipping cost is included in the higher prices you pay for the items. Case in point they will not give you free shipping if you use the gateway-pyramyd discount code. You have a choice of one or the other. If they gave you both without marking up their prices more then you would truly be getting free shipping.
Back in the day I worked part time selling new cars and it was customary to have a trade in allowance (average car was $1500.) for every car on the lot. This allowance was added to the price of the car. So when you offered the buyer 1500 dollars for his trade in and he knew that it was only worth a few hundred dollars he was happy as a clam. So what did he really gain? Nothing the dealer was the one that got over but the customer drove away with a big smile on his face.
Hey! Lets not get it twisted they are in business to make money and that's fine. They would not be in business very long if they gave away free merchandise. Somewhere along the line you are paying for it!
Their latest scam is over the top and their true colors are really showing throu!

sandmanpipes · « **Reply #10 on:** September 19, 2021, 09:28:10 AM »

Hi just bought and had to return an air rifle from Pyramyd Air and had no problem at all. It went very quick and easy. I did everything over the internet. Very happy with there service. I will buy from again.

Captain Paul · « **Reply #11 on:** September 19, 2021, 12:45:16 PM »

I've dealt with PA's customer service numerous times and would give them a solid "B". They were very pleasant on the phone but I got the feeling that some of their employees either didn't know their job very well or were new at it. One time it took 6 phone calls to clear up a simple billing error. Even then I didn't get everything I was promised but close enough that it wasn't worth further pursuit.

On the other hand PA's return policy is top notch and if you use their website's system to initiate the return you shouldn't have any problems.

All in all, I wouldn't hesitate to buy again from PA.

Spacebus · « **Reply #12 on:** September 19, 2021, 02:25:52 PM »

Pricing and free tins aside, we are in a plague that is causing massive disruptions across the board. That could be a big part of why things are rough at PA customer service these days.

Hoosier Daddy · « **Reply #13 on:** November 24, 2021, 04:10:44 PM »

My first time returning something to P.A. I thought they were ignoring me for weeks,
Turned out all their replies were in my "Junk Mail".
You might want to check there if you haven't already.

Deckard1973 · « **Reply #14 on:** November 24, 2021, 04:27:29 PM »

I have had very good luck with them.

CS has always been friendly, prompt and professional.

JackMan · « **Reply #15 on:** December 27, 2021, 04:28:48 PM »

I live 20 min from their warehouse. Great customer service. I've been a customer for 10+ years. No complaints. I do know PA sales and service is stressed due to Covid 19 and the unprecedented demand for everything in the world of pellet guns.

only1harry · « **Reply #16 on:** December 29, 2021, 02:46:30 PM »

I only order pellets from P/A and have done so the last 14 years. Only once about 9-10 years ago I had an issue with a dented tin that they packed that way, not because of their superb packing. I sent a picture of the tin at their request and they sent me another tin. They did not even want the old tin back (costs them more $$ to ship I guess). It did take at least 1 phone call and a couple of emails, but it got resolved fairly and in a timely manner.

I am sure every company with good customer service has that 1 new person or a bad worker that is lazy or a slow learner that cause frustration for customers until they become aware and remove them or train them better. For those of you that can't get through to P/A I would send emails first, and I would also mention that all the calls get dropped after 20 minutes before you get to talk to anyone. It could be a legit issue and the company's CEO or its senior leadership is not aware of it.
It's possible the front line people/managers have not communicated it up the chain of command to the people that can do something about it. It happens.

I did not receive 2 out of the last 5 shipments from FedEx and my neighbors are having issues too. FedEx said the guy in the area was new and was dropping off packages at homes on a different street. Same with my Walmart orders. 2 out of the last 3 shipments were messed up and I did not get half the products I ordered. Also some of the pictures they took depicted someone else's house/door and also items I did not order. I have had problems with almost every vendor I have ordered from this year including Amazon, and it started last year with Covid. I believe it has a lot to do with many new people in the work force that are not a good fit for the jobs they are doing, but were hired out of desperation and lack of choices.

avator · « **Reply #17 on:** December 29, 2021, 03:00:20 PM »

I don't stress when 1 or 2 people complain about a company. I base my opinion on my own experiences.
After all, I'm only getting one side of the story.

Rocker1 · « **Reply #18 on:** December 29, 2021, 04:00:49 PM »

That enough gentlemen you said your peace now leave it alone. David

mikeyb · « **Reply #19 on:** December 29, 2021, 10:01:00 PM »

I guess I'm lucky that I've never had to call Pyramyd Air for returns or support(?)

On a positive note, all "my" Pyramyd Air orders...

Nov 2017, 2x springers
Nov 2018, PCP plus extras
Nov 2018, multiple pellet tins, main spring
Oct 2019, multiple pellet tins, main spring, magazines
Nov 2019, multiple pellet tins
Jan 2020, multiple pellet tins
Feb 2020, multiple pellet tins, springer combo plus extras
May 2020, multiple pellet tins, piston seals
Dec 2020, multiple pellet tins, magnum-springer
Dec 2021, multiple pellet tins, springer plus extras, piston seals

... were good!

I did have one delayed springer shipment (around a busy holiday) from Pyramyd Air which was resolved through email. That was the one and only minor issue I had in the 10 orders I've placed with them since I got back into airguns in 2017.

As far as the pellet deal of buy 3 tins get 1 free is concerned, I price check (including tax and shipping) several OTHER sellers before placing a pellet order with Pyramyd Air. Many times I find equivalent or better pellet pricing deals elsewhere. Still, in 8 out of 10 of my orders from Pyramyd Air I calculated they had the best pellet pricing FOR THE SPECIFIC PELLETS I WANTED at that time.

So far I am happy with everything I have received from them and they will stay in my top 5 airgun seller list.