Jun 14, 2012, 3:44 PM - Ultra Sabers experience
I am not sure if this is off topic, so please feel free to move it if it is.
I wanted to share my recent experience with Ultra Sabers... figured anyone interested in buying a lightsaber from them might want to hear about this experience. It's somewhat long, so sorry in advance.
Several people have heard about my recent experience with Ultra Sabers and asked what happened. I am happy to explain my dealings with them and what I consider to be a lack of customer service.
In short, a couple of days ago I ordered a saber from them and forgot to add in the covertecs that I needed. I contacted them within 4 minutes of placing my order, mind you contacting them via phone isn't recommended by them, they suggest email. I learned that after calling them first. Still, within 4 minutes I had sent them an email with my order number asking if they could amend my order and add the two covertecs to my order.
They only offer Fed Ex as their shipping option and it didn't make sense to ship two light weight plastic items from San Jose to Oakland )40 minute drive) for $11. Every $ counts these days.
I received an email response within the hour and I was told the following:
This order has already been fabricated and is due to ship.
Sorry about that. You would need to order those with your next order with
I was shocked to hear that considering that the web site said to expect 2-3 weeks for fabrication that they couldn't add the items to my order and bill me for the difference.
I questioned them about this along with their customer service at that point, explained that if it was easier I could cancel my order and reorder everything together (like many companies ask you to do, due to their systems not being able to modify orders)
I should note that this wasn't the first customer service issue I had run into from Ultra Sabers. A few weeks before, Abby Dark-Star had contacted them trying to get some precise measurements of their products only to be told that they don't have that information and that she would have to measure it herself.
This was their response:
The customer service is in the fact that we start fabricating these
IMMEDIATELY. It also says that on the order confirmation screen. I
understand your frustration in this, trust me I do, it happens to me all
the time, I place an order and realize I forgot something. But this is
NOT our fault. We are here doing our best to fabricate and ship
hundreds and hundreds of sabers. As you said this was your mistake not
ours. It also says right on the order confirmation screen that these
orders can't be cancelled, again, because we have already started
fabrication on your custom lightsaber.
You should really stop and think about your words and your actions. We
haven't done anything to wrong you. The order you placed was fabricated
and shipped just like you ordered it. And now you insult our company
and our customer service because of a mistake you made. If you want the
extra parts just order them. Or don't order them, it's up to you. But
we haven't done anything to wrong you. This is your mistake, not some
wrong doing on our parts. I apologize for any inconvenience your
mistake has caused you. I'm sure you will still greatly enjoy your
So after that exchange, I decided that I didn't want to do business with them and wanted to cancel my order, while I think their products and price points are good, I don't want to deal with someone who treats customers this way.
This was their response:
This isn't a debate. If you want covertec shipped via regular mail then
ask for THAT. We can't add the covertecs to your current order and your
order can't be cancelled, those issues are not up for debate.
If you want these shipped via regular mail then it would be $2 for
shipping, let us know if you want that setup.
Now at this point I almost was going to just go ahead and order it. But when a company tells me what I can't do... and what I was supposed to do, I take note of it. Needless to say, I responded by telling them to just cancel my order. If they didn't I would dispute it with my CC company and Paypal.
And their response:
I don't have time to call you over a situation you created. If you
wanted to call your credit card company (please don't make the mistake
of filing it as fraud, because I will prosecute you) or paypal, feel
free, you aren't the first person to own a phone. You need to consider
the fact that you haven't been wronged at all in this situation. You
placed an order and it was delivered. You made a mistake. That is not
a basis for a dispute. Your own emails and the fact that the good were
delivered as more than sufficient proof of that.
If you want to BUY these covertecs and have us put them in the regular
mail, let me know and that can be setup. Other than that, we don't have
anything else to discuss. Your actions and threats to a company that
has done nothing but fulfill the order you placed speak volumes of your
character. Quite frankly, it's childish, sounds like something my son
would do in response to not getting what he wants. You made a mistake
here, not us.
If you want the covertecs, that can be arranged. Other than that the
order will be delivered as you ordered it.
So this is when I decided to call him out on his BS and respond a bit more forceful.
"Clearly you have learned nothing in regard to customer service. A search of your company has shown that this is actually how you guys do business. So yep, I will cancel my order. Don't worry, it's not fraud and I won't report it that way. Your website says I can cancel my order and you guys do a 20% restocking fee, so let's do that. I have no desire to do business with someone that treats their customers the way you do.
I will let my UPS store know to refuse delivery of the product should you choose to send it anyway. Consider this my official request for cancellation. Keep the $26 restocking fee and credit me the difference. I expect to hear back ASAP as to the status of my refund. If I don't get confirmation of my refund, then I will note fraud to the CC company.
It's unfortunate that you don't see the damage your bad customer
service is causing you. Expect a poor review of your company as
well. Not that it seems to matter to you guys, you guys just keep doing business as usual.
I am sorry that this issue could not be resolved.
So I did get my refund as requested. But I also got this closing statement:
I didn't realize this was a session where you were trying to teach me
something. Seeing as how we sale millions of dollars in sabers per
year, I think we have learned plenty.
You on the other hand acting out because you forgot to add covertec
clips to your order, seems a bit rash and childish and like you have a
think or two to learn.
And when you leave that bad review please be sure to include (unedited)
copies of these emails so that these readers can see exactly what your
plight was and that a resolution was offered for YOUR MISTAKE and that
you decided to act out instead of taking that resolution to make up for
a mistake that you made. But I'm sure you won't do that, you just like
every other lying, deceiving, lowlife that wants to leave an unmerited
bad review will omit facts and change sequence of events and spew deceit
to appease themselves (in your case over forgetting to add covertec
clips to your order....). Please go ahead, you won't be the first
person. Consumers are still smart enough to know a good product and
good service when they see it and they will still buy. Yes, I have been
rude to you, very rude. But your insults to our customers service and
threats of cancellation and chargeback insinuated it. And I didn't go
into business for myself to be insulted by anyone.
So please go overpay for a Parks Saber or buy off ebay and get cheated
out of your money or get a Hasbro so it can break when you look at it
wrong. We make a great product and we stand by it. What's sad is that
you let you forgetting to add covertecs clips to your order make you
forget or overlook that.
Your order will be refunded minus the shipping cost and restocking fee.
Good luck in your lightsaber endeavors.
I think that folks in our hobby should know about this companies way of doing business.
Tell your friends, beware of doing business with these folks.
Last edited by Zendragon; Jun 18, 2012 at 4:01 PM.
Jun 14, 2012, 4:00 PM - Re: Ultra Sabers experience
They're blacklisted at FX-Sabers, likely the largest lightsaber-centered forum on the web. That should say something by itself.
Jun 14, 2012, 4:22 PM - Re: Ultra Sabers experience
Yep... my first experience was fine with them and they had been recommended by a friend. So I didn't do much research. But we all learn along the way... sometimes the hard way
Jun 14, 2012, 4:24 PM - Re: Ultra Sabers experience
Just sharing my experiences here, but I have had almost a dozen flawless transactions with ultra sabers. customer service was perfect any time I needed them. I stand by there products.
Jun 14, 2012, 4:44 PM - Re: Ultra Sabers experience
Well, that's fine, but there are too many bad reviews out there for me to ever buy from them.
Last edited by Jm419; Aug 22, 2012 at 1:06 PM.
Jun 14, 2012, 5:03 PM - Re: Ultra Sabers experience
Oh I don't doubt that they have people who have positive stories, everyone does. But I have read way too many bad reports and reviews. Wish I would have ahead of time. They even have an "F" rating with the Better Business Bureau
My first experience with them was fine when I was shopping for sabers. It was only after we bought the first one where it seems like the customer service stopped after the sale.
Jun 14, 2012, 8:11 PM - Re: Ultra Sabers experience
Thanks for posting this! I was just checking out their site the other day thinking about buying something. I also seriously doubt they sell millions of dollars of lightsabers. I would think Lucasfilm would take notice of that.
Jun 14, 2012, 8:32 PM - Re: Ultra Sabers experience
Thanks for the heads up on them!
Jun 14, 2012, 9:36 PM - Re: Ultra Sabers experience
Just got an email from one of the Ultra Sabers guys. Accusing me of taking money from their charities and employees because we followed their employees advice and posted a review.
How nice. What a great company!
They employ people who call people names and then say its someone elses fault! GREAT!
Let me give you money!
Jun 14, 2012, 10:19 PM - Re: Ultra Sabers experience
OMG I was just looking at there site a hour ago, thinking I should buy some thing. Thanks for the heads up.
Jun 14, 2012, 10:43 PM - Re: Ultra Sabers experience
And this is exactly why reviews should be posted.
Last edited by Jm419; Aug 22, 2012 at 1:05 PM.
Jun 14, 2012, 10:54 PM - Re: Ultra Sabers experience
Now, I do agree with you that you had a terrible experience, the person you had contact with seems ridiculous and as I had also been thinking of placing an order that I now won't after reading this.
But, just to play Devil's Advocate, how many people do you know that go out of their way to give a company a good rating on the BBB. Typically someone only thinks to go there when they have had a bad experience with a company. Just a thought. I could be wrong of course. (and frequently am!)
I still agree with you though....thoroughly messed up.
Jun 14, 2012, 11:11 PM - Re: Ultra Sabers experience
I have to respectfully disagree. The BBB is B.S. Some of the worst and slimiest companies in the world have A ratings. It's total B.S. A scam. So if these guys are so bad they can't even manage an A from the BBB and have an F. Oh yeah, stay away.
Eopie Herder said:
After checking a few A rated companies with the BBB and then dealing with them I discovered the truth about the BBB in doing some research.
Customer reviews are the only way of learning the truth about any company or product.
Thanks for the info. Always good to know who to avoid.
Jun 14, 2012, 11:11 PM - Re: Ultra Sabers experience
I'm always right,...sometimes
Jun 18, 2012, 4:04 PM - Re: Ultra Sabers experience
You have a point, however a friend of mine works for the BBB. Apparently the rating isn't based on complaints, it's based on complaint resolution. So they actually contact the company to see if things have been resolved.
Eopie Herder said:
So it's not like Yelp where it's just a place of either good reviews or bad reviews.
Jun 18, 2012, 4:05 PM - Re: Ultra Sabers experience
I wanted to give you guys an update:
Alex (the owner) and I have been in communication and are making a lot of positive progress. I have always maintained that "Stuff happens, it's how we deal with it that defines us" and in this case, I believe that we are both gaining respect and understanding for each others position on all of this. Call it a learning experience for us both. I would like to think that in the end we will all be better for it. I will be updating folks with the outcome in all of this. I know that Ultra Sabers has recognized their shortcomings in our community and would like to fix it. I feel that this is a good step in the right direction.
Jun 18, 2012, 4:09 PM - Re: Ultra Sabers experience
You should let them know that a lot of websites have them on "lists" I personally have never had any problems with them but have also heard a lot of bad things. I speak from only 1 time that I dealt with them.
Jun 18, 2012, 7:18 PM - Re: Ultra Sabers experience
Good to know! Thanks!
Jun 18, 2012, 7:32 PM - Re: Ultra Sabers experience
I agree if they really care about their rep they'll want to know how many sites have them on ban lists and they could send me a free saber and i'd never do business with them after hearing this. They shouldn't even be allowed to use a business permit.
Jun 18, 2012, 7:50 PM - Re: Ultra Sabers experience
In my last job I was the head of client relations and had to deal with the BBB. For me it always worked out well because I was focused on fixing the issue not proving that I was right ( no matter how badly I wanted to!) the BBB is more of an arbitration board then anything else.
So getting an F is really bad. means they didn't do much of anything to fix the problems and the BBB sided with the clients.
Jun 18, 2012, 11:43 PM - Re: Ultra Sabers experience
Ultra Sabers is even more "customer friendly" at ComiCon... (eyeroll)...I'll pay for a Parks gladly.
Jun 19, 2012, 1:18 AM - Re: Ultra Sabers experience
I have bought several sabers from them and never had a problem, why are they blacklisted on fx-sabers?
Jul 9, 2012, 6:11 AM - Re: Ultra Sabers experience
A little update, the OP and I are making progress towards an amicable resolution. He has been refunded in full (including restocking fees and shipping) and now we are working towards burying the hatchet with some future cooperative efforts. He has some pretty good ideas on how we can better serve the community and I look forward to working with him.
After reading this thread, I would like to clear a couple things up here:
If you are trying to decide between a Parks and an Ultra Saber, then you are not a saber duelist and any decorative saber will do. If you dont need sound effects or dueling durability, a Parks is a fine choice. However, Ultra Sabers are made for dueling and designed to take a beating. Even our soundboards are encased in armor!
They are built like rocks to take hard knocks. Ultra Sabers are not the same type of saber as a Parks or Force FX, so comparing them to one another is not very helpful to the people we cater to. To our primary customer base, a Force FX or a Parks is not even an option for discussion.
And our rating on the BBB is because we are not a member of the BBB, it says that right on their page. It has always been my belief that the BBB is a scam. Give them enough money and you get an A. Don't, get an F. There is a well known modeling scam company that has an A rating, so how helpful are they really?
Dont look superficially at just the rating, look at the actual number of complaints. When you check the actual number BBB of complaints, it's less than 5.... since 2005! So the rating is highly deceptive. 5 BBB disputes in 7 years is a stellar rating.
As for why we are "blacklisted" on FX Sabers, we arent. Blacklisting would infer that the site has taken a stance against Ultra Sabers. That is not whats going on.
Ultra Sabers products can be bought, sold, and traded on their forum in the appropriate section, but all other discussion of Ultra Sabers is not allowed and we agree with that policy.
People like to speculate wildly as to the reason behind it because the owner of FX Sabers and I are long time friends, very very close friends, and we haven't spoken publicly about it. Suffice it to say that FX Sabers is home to many of our competitors and the moderation staff is also composed of many of our competitors which makes a pretty big conflict of interest which tends to disrupt the harmony of that particular site. We BOTH agree that it's just best to not discuss my products there, end of story.
Jul 9, 2012, 9:16 AM - Re: Ultra Sabers experience
I just HAVE to chime in.
So you processed his order in FOUR MINUTES? Really? Is your operation that huge and complex that you can't tell someone in fulfillment "Toss a couple of covertechs into this guys box"? (if you even HAVE a fulfillment department. I am thinking your fullfillment department is probably your kitchen table...which is FINE, just don't act like it isn't. People aren't dumb... )
You sell MILLIONS of dollars in lightsabers a year? Really? I am having a hard time with that one, sorry.
I am SURE that QMx tops you for sales/year and we had people ask ALL OF THE TIME for extras, change/add to their orders, etc. I just walked across the hall and told the packing department folks to change/add to the order. Not something you want to do constantly, but pretty simple.
You aren't AMAZON, so don't act like it. It pisses the customers off. Having a bad attitude isn't worth losing thousnds of dollars/ year in sales. I should know
NEVER argue with, or insult a customer no matter HOW rude or stupid they are being. As a retailer, you can't win an argument with a customer. EVER.
You might want to re-think this situation and how you respond to people. Even if they threaten to stab your mom...stay professional!!!
I have been doing this for 20+ years (CCG, SD Studios, MR, QMx, etc...) and I have learned that being snotty doesn't work. It will come back to bite you every time. ESPECIALLY in these small communities where EVERYONE talks to each other via the internet.
My $.02 FWIW...
Jul 9, 2012, 10:04 AM - Re: Ultra Sabers experience
Alex, good to see you here. Looks like gears have been put into motion to help prevent the OP's type of complaint from poping up in the future. It is nice when the owner of the forum shows up to address situations of concern.
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