Defcon Airsoft Avis 

Before you buy anything from Defcon - read the 1 star reviews first. Their customer service sucks.
I ordered a GBB pistol, made the payment. Two days later they sent me an email they don’t have it in stock even though the website says otherwise. I asked for different model instead and was told that also is out of stock as website is not updated. I asked for refund. Few days pass - not a sign of my money back. The following week I had to chase the refund again, someone replied they ask the manager to do the refund. How kind. Then suddenly on Saturday at 11PM, they send me an email asking to follow them on social media. Complete loonies, with not a clue what is going, avoid them. There are much more reliable airsoft stores out there.
UPDATE : they really do not have a clue about what they are doing. They are trying to challenge my review with Trustpilot asking for my details. Really Paul? Really? Order ID #835982 Unprofessional and disgusting seller. Avoid and read 1 star reviews first.

Bought my tm hicapa the guys there was very helpful and kind would recommend going there

Great communication

Great service to be honest, ordered and delivered next day, good comms and service provided, would use again without hesitation.

Bought many airsoft guns over the years. Dealt with Ray a lot who's been there for years. Never had an issues with customer support, even when I've had problems. Easily the best airsoft shop in the UK.

TLDR; Overall terrible service with online support staff responding to emails, just not able to help, not getting back to you with updates and God forbid you have to get a refund which is the crux of my issue with Defcon Airsoft. Single point of failure ruin service as only one person has the ability to enact refunds.

I attempted to purchase a few items including a pistol that was previously out of stock and when I rechecked a week later, it had come back into stock. The next day after ordering, they made me aware that it was a system error and that the item was in fact, not in stock.

They offered to give a refund and I accepted and requested they proceed with sending the other items that was instock. Which they did, received the other items a few days later.

The issue stemmed from the refund side. Even though there was no item to return as it was an error on their side, which they promptly recognised and offered a refund for, they sat on their hands for 2-weeks and withheld the money for seemingly no reason. After the initial 3-5 working days refund timeline they gave, I chased multiple times, asking for updates, and each time I was brushed off with a generic response of "I will chase the manager and get back to you", they never got back to me, nor did they provide any other information on potential delays of the refund. I was simply kept in the dark.

After two weeks of no action on their side to initiate a refund, I was forced to give them a formal complaint and final notice of an imminent chargeback if they didn't refund me within 48-hours. The very next day I got a rude email stating information they never previously told me and acted like I was a mind reader for what was going on in their business. Apparently it was a huge system error that caused multiple out of stock items to suddenly come in stock and they were dealing with many refunds and were making their way through actioning them. Not once until the ultimatum, did they give this information to me, even with multiple chases and opportunities to give this reason for a delay. But apparently I was just meant to know?

They gave no apology for messing me about, no thank you for giving them further opportunities to avoid fees and penalties their business would have incurred if I went ahead with the chargeback. I went above and beyond to be fair to them and gave ample opportunity to correct themselves and instead they treated me like a mug and acted like I was the problem.

They taught me that some people just don't deserve your patience and I wish I just went ahead with the chargeback. Them acting like they did nothing wrong and how they responded to me was completely unprofessional and permanently lost future business from me.

The ironic thing is, my avoidance of doing a chargeback, which I did let them know in my reply to their rude email, was because I wanted to continue doing future business with them as typically when you do a chargeback, a business will blacklist your card. I had over £2000 of items I wanted to purchase from them and they threw that away which is why I wish I went a head with the chargeback as they ruined the customer relationship with me anyway.

The only reason this is two stars instead of one is because the items they did send was promptly done but if you have anything that needs to be refunded or potential warranty work, they may mess you about and will ruin your experience and make you wish you went somewhere else.

I wish I took the other reviews about this more seriously as I thought I wouldn't have a need to refund so it wouldn't affect me, but I was wrong. It was a huge hassle that shouldn't have happened but here we are.

Should they respond to this with lies and down playing what actually happened I will more than happily post the email trail of our correspondence to validate my claims.

In one of the reviews that also had issues with their refund process, they responded saying they had updated their process for actioning refunds to ensure it doesn't happen again but, I just experienced their "new process" and it is awful and non-existent. So just more lies.

Think very hard if you want to proceed. You may get your items quick but God forbid you have any issues.

UPDATE:
Ray reached out to me via phone to address this review, explained that he reviewed what was said and the email correspondence and agreed that it was poorly handled and that the staff member was reprimanded for their handling of it. Ray apologised for what happened and as a good will gester, offered a £50 voucher for any future purchases.

I recently made an order for some attachments but accidentally left an item out my basket so ended up making two orders so paying twice for the postage.
Completely accepting this was my fault and issue i wrote them and email saying i made two and that they could send in one parcel but if they could chuck something small and random in that would be class. They ended up doing that and put in an item well above what i paid for postage and i was really pleasantly surprised by it as i wasn't expecting it at all.

So thanks and il defiantly be back in the future.

A while ago, I made my initial airsoft gun and gear purchase from them, and each subsequent buy has been accompanied by exceptional service. Recently, I reached out to them with questions about a new gun and was met with incredible assistance. They are genuinely nice individuals and a fantastic company to engage with.

Love Defcon - Alway a pleasure dealing with Defcon.

I’ve been dealing with Defcon Airsoft for a few years now and their service and support is outstanding. Always a pleasure to do business with and Dave is an absolute legend. Thank you very much.

Fantastic shop, friendly staff.

Used Defcon for years now and never once had any issues.
Top lads always happy to help.

Used Defcon multiple times for some great items. They're my goto when looking for anything airsoft now. Keep up the good work 👍

I have been ordering from this company for a long time now and so far , they have been brilliant no problem whatsoever! Very happy with their service!

The guys are always helpful and friendly and willing to have a chat.ive always found them to be genuine and give honest advice. I brought a drum magazine from them a while back and i broke the jst plug off the battery pack.i emailed them to ask if I could buy a replacement and they told me to send the battery pack in and they would fix it free of charge.

ive bought from defcon several times and everything is good until you need a refund

as soon as you need to cancel and get a refund things didnt go well and i had to chase twice to get my money back

i was told everything was underway and it wasnt, of course you only see things arent moving after youre told “it will take a week blah blah” - chased a third time and within a few hours paypal showed a refund.

we are not talking a small amount either.

quick to take but sloooow to refund. sort that and i may return but until then im holding off.

sorry, just telling it like it is!

Top class shop, online service is brill!

Bought my first airsoft gun and kit from them a while back, and other purchases and received brilliant service on all occasions.

Recent communications with them regarding a new gun enquiry and they couldn't have been more helpful if they tried, very nice people, great company to deal with.

Bought a pistol from these guys at a great price but a problem developed after first use (it worked fine out of the box). Fast comms by email (Phones can get busy) they apologised and had replaced it with a new one in a matter of days. Cannot fault them, now my go to store. Other Airsoft retailers could learn a thing or two from this experience I've had nightmares with patrolebase before when stuff goes wrong

Wouldn't reccomend, bought a shotgun which didnt work, company trying to get out of the refund by saying I used metal bbs, wouldn't use. Report submitted update. Just to confirm no metal bbs were used by me! I dont such a thing, since submitting this review I have had the replica returned, now it works as it should, beforehand both shells were leaking, I dont blame the company for this but the manufacturer, however the company tried to get out by saying I used metal bbs. However they did fix it...