Ares Armor posted this letter to their customers on their website earlier today. I’ve known Dmitri for several years now and he is one solid dude. I didn’t realize that for a time someone else was at the helm at Ares Armor but its good o see that he taken back the reins to assume position as CEO and that he is taking full responsibility for what is going on there regarding their 80% products. That is what I want to see in American business.
Ares Armor Customers,
For those of you who don’t know who I am. My name is Dimitri and as of about two weeks ago I took back my position as the CEO and am in full control of Ares Armor. I am going to start this letter off with a promise; I will take zero compensation in the form of a paycheck, bonus or any other workaround from Ares Armor until every single order for 80% products has been completed.
I would like to personally apologize for several things that we as a company have clearly done wrong.
Our communication with our customers has been atrocious and there is absolutely no excuse for that. Being busy is not a good reason to ignore the customers that support you. This is completely inexcusable behavior. We took in far too many orders than we were set up to handle. We have fallen far behind. Bill Gates once said, “Your most unhappy customers are your greatest source of learning.” I have spent the last few nights awake scouring the internet reading every negative review I could find. There was plenty to learn.
My focus and the foremost of my attention will be directed at cleaning up our customer service. We have been making some very serious changes in the way we operate.
1. We will no longer take back orders through our website for 80% products.
2. We have set up an online live inventory system for all products that are not made to order items such as Tactical Nylon and Custom Kydex.
3. We have launched a new customer support system that will allow us to organize and respond to inquiries in a timely manner. If you want to get a hold of us please send an email to support@aresarmor.com or go to support.aresarmor.com and submit a ticket directly into our customer support system.
4. We have hired additional staff to ensure that we have someone answering the phones and returning calls.
In life, a man is judged by not only his own words and actions but by the company he keeps. Some of our partners that have acted as suppliers have been poor company indeed. We have received dates, times, quantities, and promises that have all been false. We are to blame for allowing this to happen.
We have secured alternate supply chains and will work nonstop to ensure that we fill orders as fast as we possibly can.
For those of you that have open orders with us. I will not rest until your order is filled.
Dimitri Karras, CEO
Tags: Ares Armor
Thanks Dmitri, love the stuff you guys make and I am excited for the improvements
Dimitri you sound like a damn good dude. It’s not often you hear a company seek and accept responsibility for errors on their side. Keep up the great work.
Sorry to hear of your troubles Dimitri. I have ordered things from AA in the past and will continue to support you in the future. Thanks for the statement.
I loved dealing with Ares, and I was kind of disheartened when I heard they had a drop off in quality. I’m happy to say that I’ll be returning to them for any of my tactical equipment needs.
Get some Dimitri! Glad to hear your turning things around!
I have a 80% forged on back order, I paid in the shop sometime in April. If it wasn’t for Eric/SSD’s continued endorsement I would have demanded a refund weeks ago and/or considered joining the talk of a class action suit being discussed elsewhere. Your employees continuing to promise “they’ll be in at the end of the month” discredits your name and your business. I’ll keep waiting, but as this has been my only interaction with your business, I’m less than pleased so far..
Outstanding response! THAT is how a CEO is supposed to behave! With true statements, and action! Kudos!
I hope you resolve the issues, and prosper.
Still waiting for an 80% lower I ordered in December… I’ll be contacting you.
And a 80% jig and a lower parts kit.
Problem SOLVED! Great customer service!
I ordered several 80% lowers and Jig back in December. I received my lowers a few months ago and hadn’t received my Jig as of last week. I sent a email in inquiring about the remainder of my order. Ares Armor compensated me with “one time use jigs”. Being in business myself I took the calm and patient route. They showed their appreciation by taking care of me as they should but also going above and beyond. They will have my future business.
Good on you for stepping up and making this announcement. Good luck to you Ares.