Alphagear us — Local services in Doral

Well, maybe this is the only way to get someone at Alpha Gear to resolve my issue??? This is why companies absolutely need a support phone number to reach them if their email support isn5 responding.

OK, so I found AG was having a Labor Day BOGO sale on several watches. I decided that I would purchase the commander watch, and it came with a free Raptor. The gift set included 2 screen protectors, a multi-tool, a wallet, a lighter, and a secret gift. Not to mention an Alpha cutter thrown in for free as well!!! I WAS STOKED. I placed my order that day, September 2, 2024. Instead of a confirmation email, I received one a day later stating my order was ready to go and provided a link to complete the order. I thought, weird, but ok... I click on the link and complete the order. I get a confirmation email on September 5, 2024 that everything is all set and a USPS label is being created and my order will ship within 2-3 days... A tracking number is provided as well. Well a couple few days go by(8 to be exact) and no movement when i track the package (it still says pre-transit waiting on items) So I sent an email through the link on their website for questions or problems with orders. I get an automated response acknowledging my message, then I get a message from ZM stating there are items on my order that they are waiting on to come in stock and as soon as that happens, my order will ship. No ETA on restock, no mention of what item or items they are actually waiting on, nothing answering any questions I've asked them in my email.... but ZM did ask me to be patient. I responded asking if they could send what they had and ship whatever products owed to me at a later date? THAT WAS NEVER RESPONDED TO. Days go by and I'm reading all these reviews from people who got their Labor Day BOGO watches!!! How fast the delivery was!!! HOW AMAZING customer support was to them in assisting issues they may have experienced... THAT'S GREAT BUT I AM NOT AND WAS NOT!!!! I GET MY ORDER... and guess what????? IT'S MISSING THE RAPTOR WATCH. well i remember that they said they were waiting on an item to restock, my logic is, hey maybe they took my suggestion and shipped what they had and will send the Raptor watch when it's back in stock??? Well, there's no paperwork with my order, nothing to verify what's in my order or what's coming later? Absolutely nothing.. just inside the white shopping bag is a green velvet like bag with the item in it. So I send another message to support asking what is up? I politely asked if my Raptor watch would be coming separately? This time the response I got from ZM is condescending and unpleasant saying that my order didn't come with the Raptor watch. I wrote back stating his tone with me was not very customer oriented and that something must have happened with all the delays in order but I certainly did take advantage of the Labor Day BOGO deal. And I would appreciate it if he and Alpha Gear would fix the issue and send out the Raptor watch as i originally ordered. That was September 20, 2024. It's now September 30, 2024 and I've received zero correspondence from Anyone at Alpha Gear, I've sent two more emails to support to fix, what I and many others I've talked to on the watch forums believe is a no brainer...

The FACT that you throw it in my face that you see that on my order the Raptor watch was not included and instead of saying I'm sorry I don't know how that happened but we can most certainly go ahead and ship you out a raptor watch and honor the BOGO sale... and I understand if this offer had expired and I was too late? But as of today, the BOGO sales are still available to order? Please, someone at Alpha Gear, get this fixed for me and do the right thing so I've can remove this negative review...

One of the other issues I have is that in not responding to my request for the last week you have put me in a position where I don't have but a few more days to return the watch for a refund and it's just absolute sleazy business practices on Alpha Gear's part... you...

This review is solely based on my experience dealing with customer service. I ordered the Bravo XL because I thought I lost my watch on vacation as I ordered it the next day I found my watch (go figure) once the watch arrived I didn’t open it or anything, I emailed customer support asking for a return address and nobody could help me, they wouldn’t even read the email as it said there’s nothing wrong with the watch just don’t need it. They kept on sending me back annoying percentage refund to keep the products. I asked for a return address 14 times in a 5 day span. Finally got it and filled out the form and paid for shipping. It was received last week and still waiting for a refund. You seriously need a phone support team because I could’ve been helped in one phone call. Oh and you guys charge $10 for a restock fee( rip off) it’s been 3 business days and still no refund. How hard is it to check an unopened watch box? Will never go with this company again based off the customer service experience.

Update my card company tried to dispute it so there was a chargeback and now they can’t send my refund till thats removed. Called my bank and they said they will get it removed and of course everyone went silent when I tried to reach out to Alpha Gear. I repeat don’t order from this company they have an F rating from BBB. It shows smh 🤦

Update: 11/27

Nobody has got back to me and tons of emails so I ended up following up with the dispute and filed a complaint with BBB. If you’re reading this, you will not get your refund back, just start a dispute with your card company and file a complaint with BBB. I am done with you all. You stole my money and not going to give it back..

Update: 11/29

Nobody has got back to me still. You’re not going to just steal my money. I have taken actions on this.

12/03/2024 It’s been 20 business days since items have been returned and still no refund and complete silence. Hopefully my card company can get my money back. Going to file a police report soon.

12/05/2024

I keep doing these updates hoping someone would respond to me because nobody is through your so called support team, they should all be fired because they don’t respond to people. Remember this could have all been avoided if you just gave me my money back when I returned the item, going on 22 business days and still no refund. Anybody reading this, you won’t get your money back. Just take them to court. Talking to my lawyer today.

12/09/2024 Been 24 business days since returning their item. Still no refund, you guys are seriously a joke. FL police are aware of your scam you got going here.

12/17/2024 Still no refund. I sent back their watch on November 17. You guys are...

I'VE BEEN DEALING WITH THIS ISSUE SINCE EARLY JUNE 2024

I purchased The Commabder watch along with 3 other watches, and the other 3 work just fine but The Commander watch stopped working and will not turn on or hold a charge. I reached out to their customer support via email (the only way they communicate) to notify them of the issue. I received a response to take a series of steps to see if the watch would turn on. I tried those steps and nothing happened, I was then asked to send video of the watch not working, and me following the previous steps to show the watch wouldn't turn on or even charge to start the process to receive a replacement. I did that and then they just stopped communicating all together.

I find it pretty said that:

1. Alpha Gear only does customer service by email
2. Alpha Gear's customer service is lacking and inconsistent - POOR
3. Alpha Gear's product(s) often fail and don't work as specified in their advertisements (see customer posts/reviews on their FaceBook advertisements/page)
4. Alpha Gear does not own up to the defects of their products
5. Alpha Gear is not a good company to deal with based on their Better Business Bureau rating of "F" and the many negative reviews

On Saturday, August 31, 2024 in an attempt to reach out to Alpha Gear on Facebook by ad response I was blocked. Any legit company would within reason try to right the wrong, resolve the issue and move on, but not Alpha Gear. Their model and response is take your money, ignore your complaint, block you on social media if you tell the truth about them and the product, and forget you or the problem exists.

I HIGHLY RECOMMEND THAT YOU AVOID DOING BUSINESS WITH THEM IF YOU DON'T WANT TO DEAL WITH THE HEADACHES OF DEFECTIVE PRODUCTS, NO WARRANTY ON THE PROFUCT YOU PURCHASE, AND HORRIBLE CUSTOMER...