[ARCHIVED THREAD] - Brownells / Sinclair Intl. caution (Page 1 of 2)
Posted: 5/4/2012 7:54:56 AM EDT
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I believe Brownells and its sister company Sinclair, which shares the same order system, has a computer problem. I placed an order for four AR15 mags yesterday and received a confirmation of the order. Today, I received a second confirmation in which the line item had been duplicated and so was now for eight mags.
I called immediately and was told "It's too late, the order has been picked. When you receive it you can go online and request a return authorization. No we do not email shipping labels, you can just call and ask to be reimbursed your shipping cost." (Yeah, sure, and I'm also going to ask Obama to join the NRA). Since no one there had any idea how the error happened, it seems likely that it could happen again, and I see no way for a customer to avoid it, as their original order confirmation was correct. Forwarned is forearmed. I'm scratching Brownells from my online dealer list. |
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Last year I placed an order for a $20 part from Brownell's. When it hadn't shipped after 10 days and my card hadn't been charged, I called them.
They expedited my order, upgraded my shipping for free and a month later sent me a $25 gift certificate code (long after I had forgotten about the issue.) Caution! Brownell's makes mistakes (occasionally, like everyone else) and then makes it right. 
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| You don't even need to request the authorization, they include the form in every order. I've bought stuff for projects that never materialized and ended up returning the item a few months down the road without a hitch. Sucks it happened, Ive spent a kings ransom with them without a nary an issue. |
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You don't even need to request the authorization, they include the form in every order. I've bought stuff for projects that never materialized and ended up returning the item a few months down the road without a hitch. Sucks it happened, Ive spent a kings ransom with them without a nary an issue. +1 Yellow return form included in every order. and when they credit your card they through on extra to refund your return shipping most of the time. |
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OMG I CAN'T BELIEVE THIS!!. OP so maybe their system made a mistake, more then likely you did, but that is a different story, they have already stated they would rectify the situation to your satisfaction. Why did you feel that it was important to run to the internetz to warn us about it? I am no longer seeing a problem. |
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Quoted:
I believe Brownells and its sister company Sinclair, which shares the same order system, has a computer problem. I placed an order for four AR15 mags yesterday and received a confirmation of the order. Today, I received a second confirmation in which the line item had been duplicated and so was now for eight mags. I called immediately and was told "It's too late, the order has been picked. When you receive it you can go online and request a return authorization. No we do not email shipping labels, you can just call and ask to be reimbursed your shipping cost." (Yeah, sure, and I'm also going to ask Obama to join the NRA). Since no one there had any idea how the error happened, it seems likely that it could happen again, and I see no way for a customer to avoid it, as their original order confirmation was correct. Forwarned is forearmed. I'm scratching Brownells from my online dealer list. Sorry, hopefully they clear it up quickly. My personal experiences with Brownell's have been Awesome, very professional, very quick and accurate shipments. Probably my number one go to supplier. I'm sure they will make it right. |
| I had a similar problem with LaRue a couple of years back. Swear I never hit the submit button twice. I think they finally made it right somehow, though they were sure I was "guilty" up until the end of the situation. Brownell's will make it right too. And unless you can't afford 8 mags...surely you need them (or will someday). |
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They will totally make it right. Brownells once sent me a check for like $0.50 for overcharging me on shipping, without me even asking for it. If it were me, I'd just keep the extra 4 mags...you can't have too many of them. Really, I once had to return a product they specifically advertized as compatible with my gun. When I discovered it wasn't, I returned it and was told that there was an error in the description printed in their catalog but since they state that they are not responsible for printing errors that I had to pay the return shipping. That was 1990-somthing and I haven't ordered from them since  Midway got my business 
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Quoted: Forwarned is forearmed. I'm scratching Brownells from my online dealer list. Oh I didnt see this gem, get a life. Mistakes happen, most of the time by the buyer. Brownells has done everything expected of them. If you are unwilling to deal with things like this, you best get to know your local dealer. |
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Brownells, in my experience has problems that I seem to never be worried about.
Such as an apology for a shipment that was missing a part, and how they were rectifying the situation, etc,etc. Both the first, and second shipment arrived the same day, which was fast enough for me. I told them thanks. Considering I'm used to shipments from other places plumb not arriving should I have not thanked them? 
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You submitted your order twice, I have ordered thousands of dollars worth of stuff from both Sinclair and Brownells and have never had a problem. +1 Brownells is GTG! Some of the best customer service I have ever experienced. I would tend to agree! |
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Quoted: Last year I placed an order for a $20 part from Brownell's. When it hadn't shipped after 10 days and my card hadn't been charged, I called them. They expedited my order, upgraded my shipping for free and a month later sent me a $25 gift certificate code (long after I had forgotten about the issue.) Caution! Brownell's makes mistakes (occasionally, like everyone else) and then makes it right. +1 The other day I placed a 2nd day shipping order for some parts, then went back and placed another order for some non-essential things. Later that night I realized I'd forgotted a critical spring. I called Brownells rigt a 10 CST, they added the spring to the order, sent me a confirmation and then consolidated my two orders (without me asking). |
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my only beef with Brownell's/ Sinclair is that it is the same log on and account but Sinclair doesn't give the dealer discount.
no other complaints. If i order items close together, such as parts i forgot i wanted, they combine them for one shipping charge. Returns are easy, always some discount codes. I have spent way too much with them and will continue to deal with them. Posted Via AR15.Com Mobile |
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I've never had any issues ordering from Brownells. Always good customer service when I call them about something too.
Mistakes will happen, it's how a company deals with them that you should judge them on. If the mags were already shipped, what else do you expect them to do? |
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If I had pictures of the original confirmation, showing a single line item with four mags and the right total cost, and a picture of the confirm from the next day, where the line was duplicated, I'd post them here. I am fairly well acquainted with the process of ordering online, as I have bought everything including the kitchen sink online. Anyway, I sent the same info I posted here to Brownells, and guess what? I just heard back. "Oops. Our mistake. It was a system or download issue."
They're crediting the price of the extra four mags and offered that I should keep them at no charge for all the trouble. A couple minutes ago, I also got a call from Brownells to confirm that it was OK as proposed. So let me apologize to Brownells here in a larger font than my original post. Brownells is back at the top of my online dealer list... although I think I'll give them a few weeks to get their system straightened out. I've done online orders in amounts as large as $2,000. A double charge of that would really hurt! Welcome back, Brownells. And thanks for all the supportive comments here! 
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I work for Brownells and had customer service check this out. Here's the response I got:
Larry – you are right, we do not require an RMA. K**** in C.S. has handled the entire issue. Credit was issued to his card, so free mags to him?! It was a web issue that the customer started ordering on Sinclair then went to Brownells web site and when the order downloaded it duplicated the quantity. Looks like two orders were entered, as he moved between sites and got placed. No one should have told him he needed an RMA, we don't require it. Sounds like they've identied the order person and made sure they know we don't require an RMA. Just fill out the form and send it back. Sounds like this was done before I sent them the notification. I've done the same thing myself, on other sites. Enter a quantity, go back, change it and it adds them together. Have to be careful to hit "change" or "edit" not simply the back key. Just bought 10 tickets for the Custom Gun Makers Guild raffle gun when I really wanted only 5, oh well, more chances to win, right? |
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Quoted: Who buys only four mags? Yeah, I have no doubt he hit the order twice, but really, isn't it possible that Brownells personnel figured NOBODY only orders 4 mags and supersized his order so as not to cause small penis taunting in his neighborhood. I basically just sent Brownells my paycheck every month, and they send me any thing left. They haven't shorted me in over 10 years. |
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Who buys only four mags? Yeah, I have no doubt he hit the order twice, but really, isn't it possible that Brownells personnel figured NOBODY only orders 4 mags and supersized his order so as not to cause small penis taunting in his neighborhood. I basically just sent Brownells my paycheck every month, and they send me any thing left. They haven't shorted me in over 10 years. If I thought it was worth the trouble to convince you, I could upload pictures of the two confirmations of the same order number, one day apart. It was clearly a system problem. I only bought four 20-round magazines, because I already have a large supply of 30-round mags. These 20-rounders are for the range where I need the shorter mags for the same reason we had 20-rounders in Vietnam––in order to get lower without the magazine hitting the ground. I don't really need more than four. I appreciate Brownells handling this matter, and that's why I acknowledged their prompt action and apologized right here to that company. I have nothing to say to some of the surprisingly rude people on this board, though. |