I ordered an airsoft gun from them in late February which took over 8 days to arrive. When it did arive it broke in less than 1 hour. When you try to contact them you have to do everything via e-mail and can wait days for a response. They finnally got back to me and after several e-mails I agreed to have them ship a second gun (where I paid shipping) I got to keep the 1st gun which had some accessories my son though were useful so again I agreed to pay over $8 for shipping the 2nd gun. When the 2nd gun arrived, several days later, it broke in less than 24 hours. I took it to a local store to see if it was something my son had done, I was assure it was not. I then had to start the e-mail process over- which again took days. They would tell me to try something to fix the problem- such as "soak the part of the gun with the problem in silicone oil for 24 hours" How do you do that? I am not an expert on this and was very confused. Because I couldn't just ask for clarification on the phone it was another 2 e-mails before I understood what to do- which didn't work. We are now in the late March. After more e-mails (to many to count) they finally said I could send the gun I had back and they would inspect it and send me another gun of my chosing or a 3rd gun of this type. This was estimated to take 3-4 weeks. I was expected to pay for shipping back of this 2nd gun because "shipping is not covered under warrenty." I have flattly refused to pay for shipping this gun back. I said this is not a "warrenty problem" it is a problem of you sending out faulty merchandise that I had for less than 24 hours in working condition. I was told they could "sell me a discounted shipping label" however not pay for it all. I made a report to my credit card company which has reversed the charges on my credit card bill. I was still attempting to work with them when I was told that since I have filed a dispute they could no longer talk directly with me. Okay I said. My credit card company sent me a letter saying they had made a chargeback, had not heard from the company and would considered the matter closed if they heard nothing in 45 days. On Monday I had a "pick up" notice on my door from UPS. It did not say what they were picking up or where it was to go. On Tuesday UPS came again and left another notice this one said the pick up was for AirSlapt. I found this notice in the bushes on Wed as I was going to work. I had never been told they were sending UPS to pick up the gun. I called AirSplat on Wed and was told that indeed they didn't have any indication that I had been told they were requesting UPS to do a pick up. I explained I am happy to have the gun packed and ready to be picked up, however it isn't now because I didn't know to have it ready. I got it ready on late Wed and waited however either UPS never came or they came while I was at work. I contacted my credit card company to see if they were notifed that AirSplat would be sending for pickup- they were not. I emailed AirSplat and asked again- 3rd time how I was suppose to know UPS was coming and that I had the gun ready now but assumed UPS would not come back for this request and to please send them again and let me know when they would be coming. I got an e-mail from AirSplat last night (Friday) that UPS had made 3 attempts that is all they do and that AirSplat had done all if needed to do under chargeback rules by having sent UPS to get the gun. I e-mailed them back that this was not acceptable and that they never notified me UPS was coming, I had already told my credit card company and I will file another dispute if they attempt to recharge my card. I also told them I was going to notify the CA Attorney General and any posting places I could of their poor customer service. Here I am, on May 7 with a broken gun that I orginally ordered Feb 27. I paid a total of $54.00 for gas, bb's the gun and 2 shippings. My son got less than 8 hours of enjoyment from both together the two broken guns they sent out. Their customer service is horrible. you have to do everything via e-mail. It takes days for responses and then they only respond to what they want to- ie never have I been told how I was suppose to know that they sent UPS= because they have no answer. I will NEVER use them again. I will tell all of my friends to NEVER use them. I am more than happy to send them this gun- at their expense.