your good (or not so good) customer service interactions of late

[LFC911]

I ordered a Trim Pro kit, from RCBS which states is a kit is the 4 most popular shell holders and pilots for their case trimmer.

Package arrived from Vista Outdoors (eye roll). I opened her up and only recieved shell holders. I sent an email last night at 9pm through RCBS Customer support on their website. I received an email at 720am from "Bushnell" this morning stating that a package will be shipped today and when it does ship I'll receive a confirmation email and tracking number.

That pretty good service. Less than 10 hours overnight and a resolution to my issue. If I didn't know any better it would be confusing recieving a package from Vista outdoors and an email from Bushnell to resolve my issue with RCBS. But I know Vista owns most of the outdoor industry at this point.

Good service regardless.

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Yes Vista owns, RCBS, Federal, Camp Chef, Camelbak and Bushnell (to name a few) at this time...they used to own Savage and Bolle (and others) but have since sold those companies off.

 

[Grumman]

More frustrating Cabelas experiences…..


Stopped at Lexington store this week to find the gun library locked up at 2PM. Six employees were swapping stories behind the gun counter. After one finally acknowledging me I asked about the gun library. I was given a lame excuse that they had sold some of the guns on Gunbroker so had closed it due to inventory. WTH?

Stopped by the Charleston WV store last night about 8. Gun library was locked. When back this morning after they opened and it was still locked. Guy behind the counter said they were short staffed. He was one of three employees behind the counter and they only had one other customer. I went and got the manager who let me in.

The Gun Library is about my only draw to Cabelas. It’s frustrating to see them not making more of an effort to keep them opened.


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[missjordan]

I had a wonderful customer experience with our insurance Farmers Union. Our Swaro EL 12x50’s we’re stolen and the claim process to receiving the check was a extremely smooth process. I was very pleased with them.

Go Hunt optics department also treated us very well with purchasing the new Bino’s. Just put them in the mail to outdoorsman’s for the stud installation


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[ewade07]

Lowes is putting me through the ringer. Placed an order for some LVT florring July 5, says it will be ready to pick up in the store July 12. The day rolls around and I call to see if my order is ready and they say oh well it just shipped today. Ok, no big deal, i dont need it for a little while. Flash forward to today and i still dont have the flooring. I have called multiple times and get the same answer: "Your order is in transit to the store". I say, well its been almost three weeks from when i placed the order, I would like to know where my 800$ worth of flooring is. They say, well we know it has shipped but we dont have a tracking number for it so we dont know where it is. WTF? How do you not know where it is?! Definitely not impressed with Lowes at the moment. I did notice the pending charge dropped off my credit card, so at this point im hoping it shows up and i get it for free.

 

[TxLite]

Ordered a set of Carhartt seat covers through RealTruck for my truck Monday of last week with an advertised delivery date of Friday 7/28. As of today they still have not shipped. Contacted them about it and they said it is a minimum of 2 week lead time for vehicle specific seat covers. Checked the item again on their website because I know it said it was qualified for fast shipping - sure enough it says if I were to order today it would arrive in the next week to week and a half. Mentioned it to the CS agent and was told that the advertised ship dates are basically made up based on previous orders and did not apply. I understand they don't keep everything in stock at all times, but I am still displeased with the false advertising.

 

[mtwarden]

^ I had a nightmare experience with Lowe’s recently

Had a microwave bite the dust, they said call Whirlpool. Called Whirlpool and said they would cover it under warranty, but would be 6-8 weeks before they got one in. Would it be alright to just get you store credit at Lowe’s? Yes that would be perfect.

They said give it a couple of days and call this gal at Lowe’s. Perfect!

I tried at least a dozen times to get ahold of this gal over a week’s time. Finally someone told me she was on jury duty and would be gone for three weeks!

Called Whirlpool back and said the gal I was supposed to call was MIA. Whirlpool called me back with another name, an assistant manager. Same drill , a dozen calls over a week and couldn’t get ahold of the guy or get a call back.

I finally said screw it and brought the broken microwave in, told them the situation and gave them a return authorization from Whirlpool. Walked out with a new microwave- WTF?

 

[11boo]

Kuiu and EXO both treated me well. Both packs had some harsh, normal wear.
Offered to pay EXO for the shoulder straps and lumbar pad, but no charge.
Kuiu was the same.

 

[Buzzkill]

Chewy’s customer service went above and beyond during a tough time for my family.

We just recently lost our eldest pup (she is the one in my avatar) and my wife called Chewy’s to cancel our pup’s recurring prescription food order we had with them. They asked about the reason for the cancellation and gave us their condolences when my wife informed them what had happened. Fast forward a couple of days later and a dozen pink roses were delivered to our door with a little note from the Chewy‘s customer service rep expressing their sympathy for our loss. Such a classy (and unexpected) gesture on their part.

 

[7mm-08]

I recently purchased a Kifaru Timberline 3 internal frame in the Classified Forum here. I received the pack earlier this week and the seller had removed the stays to mail it. Long story short, I washed the pack, hung it for a day or two to dry and decided to put it back together today. For the life of me, I couldn't figure out how to put the stays into the pack. I called Kifaru and one of their customer service folks sent me a number of links to YouTube videos that deal with stays on external frame packs. I emailed her back seeking additional information and next thing I knew, Eric Bender, Kifaru's main design engineer, emailed me an antiquated Blade Forums link on the pack, which contained a ton of photos, which after careful review and inspection, were just the ticket for me to figure out the issue. Say what you want about Kifaru, but this experience is similar to the exceptional customer service I have experienced with Kifaru over the years.

 

[Old-Cat]

McMillan: I had an issue that they corrected promptly, and ultimately, I was placed in better position than when the issue was discovered. They have made a lifelong customer out of me. And Lynne? She might be one of the highest quality reps I've run into in years, she is a straight up jewel.

 

[JBradley500]

Simmons Sporting Goods: Excellent

They had something I thought I wanted on sale (a holosun dot). Emailed them and they gave me a surprisingly good coupon code. I stupidly ordered the wrong version and emailed them again. They replaced it for me as soon as my returned package shipped (on their dime) even though the one I needed was slightly more expensive. They took really good care of me even though I was in the wrong. Will use them again whenever I can.

 

[PlumberED]

Darn Tough socks Vermont

I had 4 pairs of socks that had become thread bare and had holes in them. I filled out a warranty claim form and sent the socks to them, in a week I had credit for 4 pair of socks with free shipping. No fuss, no muss in two weeks I had new socks.

PlumberEd

 

[kpk]

Broke a buckle on my SG pack. Not a big deal, but couldn't find anything around the house to fit. Sent an email to SG and they replied within minutes and had a new buckle on the way.

 

[CCH]

McMillan: I had an issue that they corrected promptly, and ultimately, I was placed in better position than when the issue was discovered. They have made a lifelong customer out of me. And Lynne? She might be one of the highest quality reps I've run into in years, she is a straight up jewel.

I had totally the opposite experience. The recoil pad on my stock started tearing apart. I contacted McMillan and they said it would be $175 to repair with shipping because they would have to repaint the stock. I took it to a local gunsmith, and when he looked at it, he thought they had put on the wrong size recoil pad and that led to the issue. Anyway, it cost me less to have him replace the recoil pad and bed the action than it would have to send it back to McMillan to just replace the recoil pad.

The thing was that they didn't even offer to have me ship it back and take a look at it. They just quoted me the price and left it at that. For what I spent on that stock, I expected more... especially when I kept it even though I was sent the wrong color.

I'll save Old Town Canoe for another day...

 

[grfox92]

I ordered a Trim Pro kit, from RCBS which states is a kit is the 4 most popular shell holders and pilots for their case trimmer.

Package arrived from Vista Outdoors (eye roll). I opened her up and only recieved shell holders. I sent an email last night at 9pm through RCBS Customer support on their website. I received an email at 720am from "Bushnell" this morning stating that a package will be shipped today and when it does ship I'll receive a confirmation email and tracking number.

That pretty good service. Less than 10 hours overnight and a resolution to my issue. If I didn't know any better it would be confusing recieving a package from Vista outdoors and an email from Bushnell to resolve my issue with RCBS. But I know Vista owns most of the outdoor industry at this point.

Good service regardless.

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Update. I received a box from sender "Warranty". Opened it up and found an invoice from RCBS and instead of the 4 most common pilots I was supposed to get, I got a zip lock back with every single pilot they make for their case trimmer.

Great service.

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[Pro953]

Update. I received a box from sender "Warranty". Opened it up and found an invoice from RCBS and instead of the 4 most common pilots I was supposed to get, I got a zip lock back with every single pilot they make for their case trimmer.

Great service.

Sent from my SM-G990U using Tapatalk

I cannot speak for the vista ownership, but I only use RCBS dies. They have helped me with stuck cases and replacement stems etc over the years. They have always offered great service and communication. I hate bugging them when I screw something up, but they are always easy to work with.


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[Old-Cat]

I had totally the opposite experience. The recoil pad on my stock started tearing apart. I contacted McMillan and they said it would be $175 to repair with shipping because they would have to repaint the stock. I took it to a local gunsmith, and when he looked at it, he thought they had put on the wrong size recoil pad and that led to the issue. Anyway, it cost me less to have him replace the recoil pad and bed the action than it would have to send it back to McMillan to just replace the recoil pad.

The thing was that they didn't even offer to have me ship it back and take a look at it. They just quoted me the price and left it at that. For what I spent on that stock, I expected more... especially when I kept it even though I was sent the wrong color.

I'll save Old Town Canoe for another day...

Just curious, did you tell them your local gunsmith discovered the recoil pad was the wrong size initially?

I took multiple pictures of my stock with fitment issues, and after reviewing the pic, I was immediately given an RA. Not long after they received it, I was asked if I wanted my money back. I suggested an alternate remedy; I didn’t want a “fixed” stock, so asked for a totally different model and an upgraded molded-in paint job for free, all of which they were more than happy to accommodate.

Like I said, I couldn’t have had a better experience with them.





Either way, that sucks for you, in my experience companies are fairly consistent unless there’s a change in management that rights or runs aground the ship.

 

[Cant hit em]

@Happy Antelope site sponsor here on Rokslide, super fast shipping and very responsive on PM’s. Check his store out


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[twall13]

I recently picked up some Swaro EL's from Outdoorsman's with the sale going on and their offer to include a free Bino stud installed with the purchase. When they arrived, they were missing the promised stud. I emailed them disappointed as that was my main reason for purchasing from them vs. elsewhere and I wasn't sure I was going to get it resolved before my upcoming hunt. They asked me to send a photo to verify and apologized for the hiccup. They then emailed me a shipping label to send them back and shipped out another pair before I had even shipped the originals back. They also upgraded the shipping to overnight so I could be sure to have them in time for my hunt this weekend. Mistakes happen, it's how you handle the mistake that makes good customer service to me. I'm very satisfied with their response.

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[BBob]

Outdoorsmans has surprised me several times with above and beyond service. The last thing was a product that was perfectly fine but just didn’t suit me and I wanted to return it. I was totally prepared to eat the shipping and told them so. Nope they insisted on sending me a return label. I protested but they insisted.