Surefire LLC

Dear [redacted],    I received a copy of your complaint to the Revdex.com regarding SureFire’s online Black Friday promotion. I’ve copied [redacted] from the Revdex.com and [redacted] our Marketing Director on this email as well. This is in regards to your order placed on...

11/27/17; order number [redacted].    We understand your frustration with the results of our online Black Friday Promotion. However, our promotion was not a coupon code promotion. During the Black Friday and Cyber Monday promotions, SureFire experienced several issues and malfunctions. These issues spanned from the website to order entry software. In summary, there was a programming error in which the system allowed orders to be entered with combined promotional codes that should not have been permitted. In certain instances, this allowed customers to add products to their web-cart for next to nothing and free of charge as you experienced. Soon after discovery, these glitches were posted on an internet deals website, by an unauthorized SureFire person causing an immense influx of orders, forcing the promotional products to appear to be on backorder and in turn crashing our website. Our website is designed to notify customers of backorders automatically. Due to the situation that was caused by unauthorized SureFire personnel, our system sent backorder notifications to the thousands of customers which is the automated backorder response you received. SureFire sent an e-mail blast only to customers where the orders were valid at the correct promotional price alerting them we would fulfill their orders. Customers that placed orders with free product or incorrectly priced products were alerted their orders were cancelled and we would follow up with instructions on how to reorder at the valid promotional pricing. For clarity, the promotion that went out to customers had the Sidekick-A with an MSRP of $79.99 on sale for $39.95, the Firepak-A with an MSRP of $299.00 on sale for $99.00 and the 6PX-D-BK with an MSRP of $95.00 on sale for $38.00. The shopping blog you read had false information that this has happened the past three years and that SureFire is using bait and switch tactics, which we also agree is not ethical, nor does SureFire participate in this type of advertising. In 2016 our Black Friday and Cyber Monday promotions went smoothly with no issues. In 2015 we had a slight glitch where all products were discounted at 50% off and should not have been and the error was caught within the first 2 hours, the remainder of that year’s promotion went smoothly as well. Additionally, SureFire did send out emails alerting customers how to reorder.  SureFire understands and apologizes for the inconvenience this has caused our customers, and are honoring the Black Friday and Cyber Monday prices for those who wish to continue with their order. SureFire did send out an email blast with instructions on how to re-order online as promised on December 21, 2017 at the promotional pricing offered during Black Friday and Cyber Monday. SureFire is still honoring the promotional pricing on our website.      SureFire aims to ensure that all of the information contained on our website is accurate, complete and current. However, there may be instances when information about an item contains inaccurate or incomplete data, including data about the item’s price or availability, due to a typographical or other error. SureFire reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions, including after an order has been submitted, confirmed, and/or charged. SureFire cannot guarantee the availability of a product at any given time or in any given locale.   Any prices, availability, features, specifications, and promotional offers that may be referenced herein are subject to change at any time without notice. Weights and measurements are approximate. SureFire does not guarantee that product images, if applicable, are represented with perfect accuracy. Variations in color, size, and other specifications or features may occur. If you have any questions about product appearance/specifications, please contact us before placing your order. Other product limitations and disclaimers may apply.   Our customer’s time and satisfaction is important to SureFire. We do stand behind our product and want to ensure our customers are completely satisfied.      I would be happy to discuss with your further. I can be reached directly at [redacted], ext. [redacted].     Sincerely, [redacted] Director, Sales Operations

Dear Mr. [redacted],   In regards to your order placed 11/28/17; order number [redacted] & [redacted]     Our promotion was not a coupon code promotion. It was a deeply discounted promotion in which coupon codes should not have been allowed to be combined with this offer. For...

clarity, the promotion that went out to customers had the Sidekick-A with an MSRP of $79.99 on sale for $39.95, the Firepak-A with an MSRP of $299.00 on sale for $99.00 and the 6PX-D-BK with an MSRP of $95.00 on sale for $38.00. No additional discounts were to be applied.   We understand your frustration with the results of our online Black Friday and Cyber Monday promotions, SureFire experienced several issues and malfunctions. These issues spanned from the website to order entry software. In summary, there was a programming error in which the system allowed orders to be entered with combined promotional codes that should not have been permitted. In certain instances, this allowed customers to add products to their web-cart for next to nothing and free of charge as you may have experienced. Soon after discovery, these glitches were posted on an internet deals website, by an unauthorized SureFire person causing an immense influx of orders, forcing the promotional products to appear to be on backorder and in turn crashing our website.   Our website is designed to notify customers of backorders automatically, no human intervention. Due to the situation that was caused by unauthorized SureFire personnel, our system sent backorder notifications to the thousands of customers. As you can imagine we received thousands of orders that were incorrect. SureFire’s intention is not to be unethical, lie or bait and switch our customers. The automated backorder response is intended to work properly which it normally does however, due to the programming error it allowed consumers to place orders for large quantities making our system believe the product was truly backordered.   SureFire apologizes for the results of this promotion. We had several internal teams within SureFire working on this issue as quickly as possible, however, due to the quantity of orders and numerous issues it took time to work through it.    We will be happy to honor your two orders at the original price as placed; 2 ea. 6PX-D-BK @ $26.60 plus $4.39 tax, for a total of $57.59 plus shipping. Please let me know at your earliest convenience if you would like to proceed with your order. I can be reached at ([redacted] Ext. [redacted] or by email [redacted]   Sincerely, [redacted] Director, Sales Operations

Dear Mr. [redacted],    Dear Mr. [redacted],   I received a copy of your complaint to the Revdex.com regarding SureFire’s online Black Friday promotion. I’ve copied [redacted] from the Revdex.com and [redacted] our Marketing Director on this email as well. This is in regards to...

your order placed on 11/27/17; order number [redacted].    We understand your frustration with the results of our online Black Friday Promotion. However, our promotion was not a coupon code promotion. During the Black Friday and Cyber Monday promotions, SureFire experienced several issues and malfunctions. These issues spanned from the website to order entry software. In summary, there was a programming error in which the system allowed orders to be entered with combined promotional codes that should not have been permitted. In certain instances, this allowed customers to add products to their web-cart for next to nothing and free of charge as you experienced. Soon after discovery, these glitches were posted on an internet deals website, by an unauthorized SureFire person causing an immense influx of orders, forcing the promotional products to appear to be on backorder and in turn crashing our website. Our website is designed to notify customers of backorders automatically. Due to the situation that was caused by unauthorized SureFire personnel, our system sent backorder notifications to the thousands of customers. SureFire sent an e-mail blast only to customers where the orders were valid at the correct promotional price alerting them we would fulfill their orders. Customers that placed orders with free product or incorrectly priced products were alerted their orders were cancelled and we would follow up with instructions on how to reorder at the valid promotional pricing. For clarity, the promotion that went out to customers had the Sidekick-A with an MSRP of $79.99 on sale for $39.95, the Firepak-A with an MSRP of $299.00 on sale for $99.00 and the 6PX-D-BK with an MSRP of $95.00 on sale for $38.00. You also mentioned you emailed SureFire and had no response. Our order email box are reviewed daily, we did go back to see if we missed an email from your email address [redacted], however, we do not show anything coming in from this email address. SureFire understands and apologizes for the inconvenience this has caused our customers, and are honoring the Black Friday and Cyber Monday prices for those who wish to continue with their order. SureFire did send out an email blast with instructions on how to re-order online as promised on December 21, 2017 at the promotional pricing offered during Black Friday and Cyber Monday. SureFire is still honoring the promotional pricing on our website.      SureFire aims to ensure that all of the information contained on our website is accurate, complete and current. However, there may be instances when information about an item contains inaccurate or incomplete data, including data about the item’s price or availability, due to a typographical or other error. SureFire reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions, including after an order has been submitted, confirmed, and/or charged. SureFire cannot guarantee the availability of a product at any given time or in any given locale.   Any prices, availability, features, specifications, and promotional offers that may be referenced herein are subject to change at any time without notice. Weights and measurements are approximate. SureFire does not guarantee that product images, if applicable, are represented with perfect accuracy. Variations in color, size, and other specifications or features may occur. If you have any questions about product appearance/specifications, please contact us before placing your order. Other product limitations and disclaimers may apply.   Our customer’s time and satisfaction is important to SureFire. We do stand behind our product and want to ensure our customers are completely satisfied.      I would be happy to discuss with your further. I can be reached directly at [redacted], ext. [redacted].     Sincerely, [redacted] Director, Sales Operations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Mr. [redacted]- I received a copy of your complaint to the Revdex.com regarding the order that you placed on 11/27/15 which was eventually cancelled by SureFire. I’ve copied [redacted] from the Revdex.com on this email as well as [redacted], SureFire’s Vice President of Commercial...

Sales. The email that you received from us on 12/3/15 was an effort by us to communicate the status of a very difficult situation. A SureFire customer found a “glitch” or “bug” on our website which caused the coupon code “OUTLET50”, when entered in their shopping cart, to take 50% off any item in their cart. That customer then posted his discovery on several internet forums. Word spread and soon we were overrun with orders at incorrect pricing. The OUTLET50 code was only promoted to work on a few items. The item that you ordered was not one of those. This discount was never advertised or promoted by SureFire to apply to your item or most of the items ordered during this situation. Many companies would have cancelled all of those orders. Even consumers predicted on online forums that SureFire would cancel their orders. However, we decided to honor the orders. The email sent to you on 12/3/15 indicated as such. What you failed to mention was that this same email also notified you that we will attempt to fill your order while supplies last and you will be notified if we’re unable to fulfill your order. You ordered an item which was discontinued. We had a limited number of units available. We allocated those units based on the order in which they were received. Unfortunately we ran out of product before we were able to fulfill your order. Being a discontinued item, we do not have any more to sell and will not be producing them in the future. I understand your frustration that some people were able to take advantage of a momentary glitch on our website and you were not. We feel that we did the best that we could in this situation. Most of the feedback that we have received has been positive. It would seem as if the majority of our customers agree with us. Sincerely, [redacted]Marketing Director

Thank you for bringing this to our attention. Customer service is a top priority here at SureFire, and therefore this is an issue of serious concern to us. We have researched the situation and believe the events to be an unfortunate combination of bad logistics and poor communication. A brief...

summary of events is listed below. 1.  RMA #[redacted] is closed and the notes indicate the unit was shipped to SureFire but never received despite many efforts to locate it. No RMA hard copy was made because the item was never received into our system. This is likely an issue with the item either being lost by the courier or sent to an incorrect address. 2. The customer was attempting to contact [redacted] who was no longer with the company as of the end of January 2016. 3.  A replacement product was shipped on 2-9-2016 and delivered 2/11/2016 (tracking # [redacted]) We will be communicating this issue with our entire customer service team and emphasizing the importance in timely communication, as this certainly could have been better in this issue. I apologize for the trouble and can ensure you we are working to improve our performance to prevent similar issues from occurring in the future. We are welcome to any constructive criticism that the Revdex.com or our customers bring to our attention. Best Regards,[redacted]Public Relations Manager SUREFIRE, LLC17680 Newhope St. I Suite B I Fountain Valley, CA 92708 I U.S.A. T 714-545-9444 ext. [redacted]  F 714-545-9444 C714-559[redacted]