Posted: 12/4/2012 2:32:18 PM EDT
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Before I start, let me say that Brownell's customer service dept. has been top notch in getting both of these orders straightened out. I just wish that these two orders had been right the first time and that I didn't have to put in the time and effort to get things straight.
Order #1: Last Monday I ordered several parts so I could finish building a lower that I had been working on. In this order was a MOE Rifle Stock Kit. When I placed the order on the website, the kit was shown as being in-stock (Item # 084-000-386WB), an was also listed as in-stock on the conformation email I got for my order. In addition, I had called to check the availability of another item in my order because it was shown as having a limited stock on the website. I figured I would check on everything in my order since I already had someone on the line, and I was also told that the MOE rifle stock set was in stock then and that they had "plenty". I clicked submit on my order right after I got off the phone, so I assumed everything was golden. The next morning I received an email saying that my order was shipping without the MOE rifle stock kit because it was out of stock and on back order. The previous night I had not one, not two, but THREE separate conformations that the Item I ordered was in stock at the time I placed my order. I immediately called and the first person I talked to was rude, and other than "What is listed on our website is not necessarily what we have in stock" kind of response. When I told her that I had phoned prior placing my order she didn't want to hear any of that. As I was speaking with the first person on the phone, I checked online and I told her that "You have black MOE rifle stocks and A1 rife stock completion kits, why not just send me one of each of those (those were the sub components of the MOE rifle stock kit), she didn't even want to listen to that. The fact that I was now missing a crucial piece for time critical build (I needed to submit proof of being able to assemble firearms for a job that I applied for, the application was due by last Friday) and the attitude of the first person I spoke to was driving me up a wall, so I asked to be transferred. The second person was much better and we were able to work something out where instead of of the MOE rifle stock kit, I would indeed receive a Foliage Green MOE rifle stock (by the time I got transferred the black MOE stocks were out of stock), and an A1 stock completion kit. I was annoyed though when she told me that this would be roughly 15 dollars more as separate items. Why should I pay more for items that I have to buy on account of a screw up by you all? She eventually decided to remove any shipping fees from my order and upgrade me to overnight shipping on my whole order since it hadn't left yet. I was left with a bit of a bad taste in my mouth after the initial screw up and the attitude of the first person I spoke to. The second person I spoke to was so pleasant and helpful that I was willing to let that bad taste go. But then my second order in two weeks got messed up.... Order number two: So last night I placed an order for a few parts so I can finish an upper that I am working on. Everything was great until I got the shipping email this morning. You all had decided to ship my order USPS First Class rather than by UPS Ground as I had selected. This was bothersome for two reasons. First, according to your website, for USPS first class the expected delivery time is 5-7 working days, as opposed to 3-5 business days for UPS ground. Second, I had SPECIFICALLY selected UPS ground because I have trouble receiving packages via USPS at my residence. There is some obscure regulation that says postmen do not have to walk up stairs to deliver packages (yes I have been down to the post office to argue with the postmaster about this.... )The entrance to my house has a few steps so the new post man I got (the old one was great, and older gentleman who retired, his replacement is much younger and much more lazy) will refuse to walk up them and leave packages at my door. Rather, he just leaves the slip in my mailbox down the street, for me to pick it up at the post office. This is why I specifically selected UPS ground as my shipping option vs. UPS parcel post. When I got my order confirmation, it clearly showed that I had chosen UPS ground so I could avoid this problem. You all then decided to change my shipping to USPS first class, completely ignoring my wishes. Did you all think you could save a few bucks by shipping it first class because it is under 13oz?! Now when I saw this I immediately called customer service, and the first person who answered was not able to help, her response was pretty much "Ummm you're right, that did get changed.... hmmm" She then put me on hold for about 6 minuets and transferred me someone else who was able to help me. They informed me that they were shipping me a new order via UPS and that since the first order had already left the warehouse that it would be my responsibility to reject/refuse it and that you all can't do anything. Why should the onus to deal with the first package, which was sent in a manner inconsistent with my wishes, be on me the customer? When the postman puts the missed delivery slip in my mailbox now, I am going to have to fill it out, and then find a mailbox to drop it in, somewhere. I know that this will probably only take a few minuets, but this now means I have to take more time out of my day to deal with it. Had you all just followed directions/no tried to make a few more bucks by changing shipping options that would have been averted, and that annoys me. So both of my orders got sorted in the end, but they should have never been messed up in the first place. So what say you Brownell's? Why can't you all seem to implement inventory tracking system? Also, why did you all decide to change my shipping method against my wishes? Was the extra 8 dollars that you all would get using the cheaper shipping method really worth losing a customer over? |