Brownells / Sinclair Int. caution

bowserbbowserb MemberPosts: 277 Member
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.

PROBLEM RESOLVED. THANKS TO BROWNELLS. SEE LATER POST.
"We are fast approaching the stage of the ultimate inversion: the stage where the government is free to do anything it pleases, while the citizens may act only by permission; which is the stage of the darkest periods of human history." - Ayn Rand

Comments

  • Big ChiefBig Chief Senior Member Posts: 30,038 Senior Member
    Good comapny with a good reputation, I'm sure they will make it good. It does kinda suck, though.
    It's only true if it's on this forum where opinions are facts and facts are opinions
    Words of wisdom from Big Chief: Flush twice, it's a long way to the Mess Hall
    I'd rather have my sister work in a whorehouse than own another Taurus!
  • coolgunguycoolgunguy Senior Member Posts: 5,637 Senior Member
    Well, if they're jacking around then you should be ticked. That much is obvious....but why not wait until they actually screw you over to rip 'em a new one? Give them a chance to make it right before invoking internet jihad. Just sayin'
    "Bipartisan" usually means that a bigger than normal deception is happening.
    George Carlin
  • SlanteyedshootistSlanteyedshootist Senior Member Posts: 3,947 Senior Member
    I've ordered from them numerous times. Never had a problem. Sorry you had one.
    The answer to 1984 is 1776
  • bowserbbowserb Member Posts: 277 Member
    coolgunguy wrote: »
    Well, if they're jacking around then you should be ticked. That much is obvious....but why not wait until they actually screw you over to rip 'em a new one? Give them a chance to make it right before invoking internet jihad. Just sayin'
    They could have addressed THEIR PROBLEM better, like offering "We'll credit the shipping on your order, to cover your return shipping cost." or better yet, "We'll email a UPS shipping label, just like every other modern Internet company would do." Bottom line, though, is they have a problem. Wouldn't you like to know in advance that your order might be doubled and you would be double charged until you could deal with their problem? If I had read that from someone else, I'd have waited a while before taking a chance with that company.
    "We are fast approaching the stage of the ultimate inversion: the stage where the government is free to do anything it pleases, while the citizens may act only by permission; which is the stage of the darkest periods of human history." - Ayn Rand
  • TeachTeach Senior Member Posts: 17,912 Senior Member
    I've been dealing with Brownell's for 30+ years. The only mistake they've ever made was in my favor. An order I received had a holster for a Ruger .22 pistol included that I didn't order, and it wasn't on the invoice. A couple of weeks later I attended the SHOT show in Orlando and talked to one of the Brownell family at their booth. I asked about how to go about returning the item, and he replied "Our mistake- - - -just keep it!" I can live with that kind of customer service!
    Jerry
    Hide and wail in terror, Eloi- - - -We Morlocks are on the hunt!
    ASK-HOLE Someone who asks for advice and always does something opposite
  • bowserbbowserb Member Posts: 277 Member
    I'm not ticked...well maybe a little. If their system doubled my $40 order, the same thing could happen with a $400 order. I'd like to save someone else that agony. Their telephone response is also not what I expected either. Maybe it's a new Brownells. You know, like Maytag is not Maytag any more and Schwinn is not Schwinn any more?
    "We are fast approaching the stage of the ultimate inversion: the stage where the government is free to do anything it pleases, while the citizens may act only by permission; which is the stage of the darkest periods of human history." - Ayn Rand
  • Big Al1Big Al1 Senior Member Posts: 6,521 Senior Member
    They are the only company I'll deal with anymore. Always had great service. Don't worry, they'll make it good.
  • bullsi1911bullsi1911 Moderator Posts: 8,962 Senior Member
    bowserb wrote: »

    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)..

    The proper response to the "We do not email shipping labels" is "I need to talk to your manager, please" Call them back, ask to speak to a manager, and do not take that stupid policy as an answer.

    If they do not email you the label, then tell them that you will refuse the order. The return shipping on a refused order is more than an email label. Refuse the shipment, cancel the order on your credit card and order it from Midway. tell them that is what you will do if they do not take care of you as a customer.
    To make something simple is a thousand times more difficult than to make something complex.
    -Mikhail Kalashnikov
  • JayhawkerJayhawker Moderator Posts: 13,524 Senior Member
    Also have been dealing with Brownells for years...never a hitch, even on returns...
    Sharps Model 1874 - "The rifle that made the west safe for Winchester"
  • bowserbbowserb Member Posts: 277 Member
    I sent essentially the same info as I posted here to Brownells. I just received an email from Karen Blankenship. She says there was "a system or download issue" and that I will be issued a credit for the amount of the extra mags. Further I should keep the four extra mags sent in error at no charge.

    My apologies to Brownells. They're back on my dealer list.

    Edit: Karen just called to confirm that everything was OK. They're now tops on my list...but I think I'll wait a few weeks before buying again, to give them time to fix whatever was wrong.
    "We are fast approaching the stage of the ultimate inversion: the stage where the government is free to do anything it pleases, while the citizens may act only by permission; which is the stage of the darkest periods of human history." - Ayn Rand
  • knitepoetknitepoet Senior Member Posts: 16,551 Senior Member
    Glad (and not at all surprised) they made it right. I agree with BP that their website has a LOT of room for improvement. AAMOF, I got an email for their first quarter customer satisfaction survey earlier this week and told them as much.
    Seven Habits of Highly Effective Pirates, Rule #37: There is no “overkill”. There is only “open fire” and “I need to reload”.


  • 41magnut41magnut Senior Member Posts: 1,099 Senior Member
    I am glad hear this was resolved to your satisfaction.

    As many people stated, I have been dealing with both companies, when they were 2 different enterprises and after they combined. Can not remember a bad experience. Even when difficulties were my fault the company went beyond what was necessary and or customary.
    "The .30-06 is never a mistake." Townsend Whelen :iwo:
  • snake284snake284 Senior Member Posts: 20,678 Senior Member
    bowserb wrote: »
    I'm not ticked...well maybe a little. If their system doubled my $40 order, the same thing could happen with a $400 order. I'd like to save someone else that agony. Their telephone response is also not what I expected either. Maybe it's a new Brownells. You know, like Maytag is not Maytag any more and Schwinn is not Schwinn any more?

    Nope, as far as I know, they are still the same company they've been for what? 50 years? They are old fashion, but in a good sort of way. I've never heard of anyone having a problem with them that Brownell's wasn't proactive about and fixed.

    Edited:

    I just saw your post. I'm glad it was resolved. The first time they probably didn't know about their system problem and you allerted them to troubleshoot. They may have had other people call in with the same or similar issue and caused them to check out and find their system issue. All's well that ends well.
    Daddy, what's an enabler?
    Son that's somebody with nothing to do with his time but keep me in trouble with mom.
  • beartrackerbeartracker Senior Member Posts: 3,116 Senior Member
    I like them, glad that is over for you and that their service is first class. Good deal!!!

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