Anyone had experience with lockpickshop.com customer service

[absynthe]

I just bought the peterson government elite set from lockpickshop.com

I open up the pack and I am so sad...

1) The extractor pliers are not there
2) The reach pick (the one I was excited about) is not there
3) The flat tipped hook is not there
4) I have two full size gems

They definitely shipped very quickly.. I was very happy with that. I was also just about to place another order with them. But I am very worried about this because for all they know... I am lying. Does anyone know if they make custom sets and maybe I got someone else's order? It is pretty depressing to open it up and see this. Has anyone had experience with their customer service? Are they generally pretty helpful? I would hope that if they are worried about me tricking them or something that the fact that I have two government steel gems would point to something being odd.. I mean.. if I had a government gem... I would think that I had gotten it from another set... and if I had another set... why would I have bought this set.

I really hope they help me out here.

[JackNco]

loads of us use them they are a reputable site.

If they are anything like other sites i have used they will get them in packets from Peterson so its probably not them (although i cant confirm this).

give them an email and im sure they will be very helpfull

John

[absynthe]

Yeah... I sure hope so... this is so sad.

The other weird thing is that there are two I-core tension wrenches... does anyone know if this normally comes with the government 1? I looked at a few sets and I don't see them in the pictures. Maybe I got some weird set or some new guy was packing stuff at Peterson.

[absynthe]

Sorry... nevermind... I just realized that they do come with the set.

[absynthe]

Well... day 3 of sending one email each day... trying to use the live person help... and never getting a single reply at all.

I also try calling their number, which I realize is just for taking orders, but I just want to find someone who can tell me that someone will read company emails one day in the future. Nobody has picked up the phone in the last three days. They claim that you can leave a message but after 10 rings.. a machine picks up.. says no one can take your call and that it will now disconnect you.

I realize that they are a small company and have a small staff to keep costs down but come on! Someone should at least check emails over a three day period.. maybe they are on vacation.. but it would be nice to leave some sort of message saying so.

This is a terrible situation for me as my peterson set.. which is kind of expensive.. is missing two picks and the extraction tongs.

Has no one here had experience trying to get responses to emails? Is this the one week where the guy that reads emails is sick?

If they don't get back to me soon.. I am going to dispute the charge on my credit card. I have no idea what else to do and this is unfair treatment I think.

What the hell!

[RangerF150]

Dude give it up already!
Your missing some stuff from a lockpick set, that in all probability you could not even find a use for, let alone use properly.
It's not like you lost an arm or a leg or got taken for your life savings, put it in context and give up the moaning.
I never had any problems with dealing with them, on the contrary I found them to be pretty good to deal with.

There is a glitch in the system, it will get sorted, meanwhile go look at the nice sky or walk on the grass and go give up the moaning about a tiny little problem about a subset of a tool set that you will never use to it's full extent anyway.

The world has not collapsed around you, there is life after this event, in fact if this is the biggest problem you face in your life your lucky!

Then I could be wrong, perhaps you have an emergency situation which requires an extractor, in which case I am sorry

[absynthe]

Chill out dude... this isn't the worst event in my life.

It doesn't seem unreasonable to want to receive all 9 picks when I pay $185 dollars. And the pieces that are missing are the reach and the hook. Of all the picks in the set.. the reach is the one I was most interested as it has a profile similar to the falle and the hook is what I would use normally.

If you bought something on the internet for almost $200... were excited to get it... found out that it was not complete and in fact was missing what you wanted most... and no one at the company would respond to your attempts to contact them for three days... you would be happy?

[tmaxx258]

You were trying to contact them for three days,Keep trying every day for a week and if nothing happens...Well your SOL

[absynthe]

I don't think SOL... I am going to give them to Monday morning to respond. If they don't... then I am pretty sure I would win the dispute with the credit card company and I send them the set back and get my money back.

It is lame because I was going to place another order with them this week until I got the set.

[tmaxx258]

I don't think SOL... I am going to give them to Monday morning to respond. If they don't... then I am pretty sure I would win the dispute with the credit card company and I send them the set back and get my money back.

It is lame because I was going to place another order with them this week until I got the set.

Are you going to buy another set from them if you get your money back or are you going to place an order with a differnt company?

[absynthe]

I don't know yet... I want to give them the benefit of the doubt... if they called me and had an explanation... I might get something else from them... I will see how it goes.

The other reason I am really distrustful that they will call me soon is that Monday or Tuesday of last week... I had sent them an email about my order and also asked about a particular product. Never heard back. I believe that many people have had good luck... and they shipped my order on the next business day. That is why this is so odd that they have not communicated at all with me. So tomorrow will be 10 days to respond if they get back to me about my first email from last week.

[freakparade3]

Why didn't you order the set from Peterson? It's cheaper.

[blake1803]

Why didn't you order the set from Peterson? It's cheaper.

It actually would have come out a bit cheaper from LPS if absynthe used the 10% off code, no?

But, even then, I probably would have ordered from Peterson, too. Good service.

[absynthe]

Yeah... when I placed my order I forgot to use the coupon code... so it was $5 more than on Peterson's. I originally went with LPS.com because they support the site and I heard they ship quickly... some have said the Peterson can be a little slow to get around to shipping.

In retrospect.. I wish I had gone with another company. It's the end of the week now and the same thing... no responses to any emails... no one picks up the phone over there. I mean... maybe they took a vacation this week or had a family emergency... but as a business, they should have a message on their site saying they are closed this week, have an auto email that says they are closed or have an answering machine that says so.

I sent them a letter saying that they have until Monday to contact me or I will dispute with the credit card company. I don't know what else to do to protect myself. The only reason I would think in the back of my mind I can trust them is that so many people on here like them. But in all of the hundreds of experiences buying things on the net... I have never had a company be so out of communication for a week (two weeks if you count the question I asked about my order)

[freakparade3]

Why wait to dispute the charge? Threatening letters will not help you. Bototm lins is they have your money and you have an incomplete pick set. My bet is disputing the charge will get them to fix your problem. If you think about it lockpickshop may not be the problem. If they get sets from Peterson to sell on their site the set was put together at Peterson, lockpickshop may not have even looked at it. Just grab one and ship it. It's no excuse for bad customer service though. Seems we have had quite a few posts lately about customer service problems.