Refund Dilemma

[ddella]

Hello all, hoping some might be able to provide some advice with a situation I'm currently involved in.

As I'm sure many are aware, either by word of mouth, or posts on the boards here Illusion Armory has been having difficulties since their relocation late last spring. Communications were slow or non-existant and no one really knew what was going on.

Recently from what has been posted here it seems like they are back up and running and have begun replying to some emails, providing invoices, and updating completion times.

Unfortunately through all this I have received just a single short email, no timeline and no updated invoice. My order was placed in June of 2005 and after waiting a year and a half I've just had enough and finally sent a certified letter requesting a refund back on 2/1. It was finally picked up and signed for on 2/9. Since that time I've sent a couple emails asking for a status and have received no replies and am at a loss as to what to do at this point.

Quite honestly, I'm just tired of being run around and left wondering. It seems others have gotten replies, and in some cases refunds, within a much shorter period of time then I. Part of me believes that the reason its taking so long to get any type of confirmation of the refund being sent is because the order I placed was for one of their full suits so they now need to refund near $2,000.

This would have been the first full suit of armor I had purchased and I'm still intent on doing so, if and when I ever get my refund. I'm trying my best to remain collected about the situation and understand their recent hardships with relocating the business but at the same time after a year and a half and having nothing to show for it I think I'm entitled to have my money returned to me.

Any advice that folks can offer I greatly appreciate. Beyond the certified letter I'm not sure what else I can do at this point but sit and wait and hope. Unfortunately they aren't even nearby where I can make a roadtrip and I shudder at the idea of a legal dispute.

Thanks for any help that can be provided.

[Broadway]

I was under the impression that they sold their house in order to give refunds to all customers that requested them recently...

At least... that's what they told me:

Then there's the squeaky wheel customers that threaten lawsuits or a refund, and in the past we have put those ahead of others, but this year we got lucky. We sold our house, and were able to send out refunds to those people. They aren't happy, but we didn't have to put off our good customers to please the customers that can't be pleased, if you know what I mean.

[Stonekeep]

By that statement I take it the "good" customers are the ones that never complain no matter how much money they have spent or how long they have waited for their order?

What a load of crap...

99.9% of customers just want what they ordered, delivered in the amount of time you originally told them you would make it. Period. People dont threaten lawsuits unless you have neglected to fullfill your end of the contract and they feel they have reached a brick wall. As far as refunds go, thats THEIR money until you deliver a product! If you are a week late, you should be emailing THEM to ask if they want their money back because you have already failed.

Like I said, "good customers", what a load of crap....

[Duke Icefalcon]

Drop us a line when you are ready to try someone new. You can check on our reputation here or anywhere else. We will not let you down. Most armor is delivered in about 3 months or less.

www.icefalcon.com

[ddella]

Dante, I just went back through and checked all my recent emails from them and don't even see that one. Any idea when it went out?

I'm honestly insulted by that part of the email. I sent numerous emails to Lynette and Scott supporting them, being understanding of the situation, and trying my best to just be patient. After this long a period of them holding my money and not having a single piece of armor to show for it I think I'm entitled to become one of the "squeaky wheel customers".

People dont threaten lawsuits unless you have neglected to fullfill your end of the contract and they feel they have reached a brick wall.

I haven't gone that far yet, but lord knows the thought has crossed my mind in recent weeks. But the "brick wall" feeling is definately where I find myself right now. Add to that frustrated and disappointed. This was a large purchase for me and as I had said my first full suit. I wonder if I would have been better off just sticking with making my own maille...

Drop us a line when you are ready to try someone new. You can check on our reputation here or anywhere else. We will not let you down. Most armor is delivered in about 3 months or less.

When I finally get through this mess I'll make sure to take some time to do so. I've been by your site before and I myself am located in NJ as well, albeit a couple hours north of you.

[bogey2230]

I have heard only great things from customers of Stonekeep and Icefalcon armories on this archive. I am sorry about your situation and hope a remedy is in the near future.

[Stonekeep]

When I finally get through this mess I'll make sure to take some time to do so. I've been by your site before and I myself am located in NJ as well, albeit a couple hours north of you.

I will make a second recommendation for Icefalcon as well. He's a good man and a good businessman, and if you had purchased from him you wouldn't be on here wondering where your armor is, because it would have arrived on time.

[Wulfgar]

Icefalccon definately sounds like you get what you pay for, a little more expensive but his stuff looks like it is great quality and his fit gaurantee is a really good idea, when i want to get a new bascinet i have him down as the man to go to.

[rhys]

I fight in an illusion helm, I got it in a decent amount of time, so I go ahead and con/talk my buddy into the illusion armor deal....... fast forward almost 2 years maybe less a few months. he has legs, arms shoulders. No helm, and no breast and back plate. I feel like a shit heel for convincing him to go that way. I defended Illusion to a lot of people saying that he was getting better, this was a small set back, but I think I will do it no more.

I can say that if you want good armour, I got my cherbourg breatplate from Ice Falcon . I ordered it on a monday and got it on thursday I don't know if thats typical but it made me happy. I just had a major armour break with it at Estrella, Ice couldn't fix it there, but told me to mail it to him and he would get it fixed, The failure was an excessive spear shot came in from the side and ripped the center peace off, not tearing the leather so much as tearing up the rivets. (I got it put back together so I could fight the rest of the day)

Let me know if you get in contact with Illusion.


Rhys

[Oswyn_de_Wulferton]

I will give my IceFalcon story, as I believe it cant be told too much. This is last Gulf Wars, a couple of people had been posting about a possible bad run of fiberglass spears, and Duke Andreas had told them he would replace it. My buddy's spear breaks in the same spot, bought at Estrella (so in use maybe a month and a half). We go over to the Icefalcon tent, and he mentions he bought it at Estrella, and I said I had heard about some of them breaking. His Grace wasnt there, but the guy working his tent for him hadn't heard of any problems. Regardless, he gave my buddy a new spear, and a spear tip kit for his trouble, just on his word alone. That convinced me that Icefalcon Armoury is commited to doing whatever it takes to make their customer's happy. My buddy was perfectly willing to chalk it up to a fluke hit, and buy another one, but they got two supporters for life out of that.

[GavinPFC]

I don't know why they have not contacted you. My order was placed just shortly before yours in '05 and I was having a similar problem with them. They e-mailed me about 2 weeks ago and gave me a status on my order and a new completion date that should be coming up very soon. It is strange that they are only contacting some people and not contacting others.

Hopefully you will hear from them soon and it will all turn around for you.

[Richard Blackmoore]

If your main issue is getting reliable delivery, honesty and a pro-active customer service approach? You can cannot do better than Ice Falcon. He has consistantly provided SCA combat oriented armour with a high degree of customer satisfaction. He delivers on time and if there is a problem, he deals with it fairly and promptly.

[ddella]

Thanks everyone for the updates and the information regarding Ice Falcon. That goes for Stonekeep as well. I've been by both of your sites and all of it looks great. I only wish I had done a bit more research two years ago when I made the decision to purchase, but as they say hindsight is 20/20.

As of this morning still no updates. No email response to the refund letter or my two follow up emails requesting a status of said refund. Guess I'll send another along today on my lunch. I wish I knew some other way to put pressure on them, but I'm at a loss.

If and when I hear something back I'll let you all know.

[rhys]

there is always the better business bureau I think they have an on line complaint dept. not 100 % sure but you could always do that.

[ddella]

To update I finally received a letter from Illusion yesterday. Enclosed was a check for $500 and an explanation that the remainder of the money would be forthcoming over the next two months in a couple more checks.

This, they said, was due to the large number of people canceling their orders so they did not have the financial ability to refund the entire amount in one shot. While I would have preferred that and to just get this behind me getting something back is a start.

Hopefully in the space of the next couple months this will all be put to rest and I can start over.

[rhys]

well,

I just read this,and good for you, glad that something is going on.

My buddy recieved an E-mail, saying his armor would/should be done this week......