#1
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Frustrated!
DROS'd a long gun from Turners Reseda, I asked the gentleman to check the stock in the back to be absolutely sure that my firearm would have the same features.
He got real huffy puffy with me and wasn't very pleasant in telling me this is how they come. I had to cut him off of his rant and explain this is how I want it to come, would just like you to check the back because all of my research indicated it would not come like this. He assured me that it would be the same. Go to pick up my firearm and the first thing I notice is this is not the same config that I was looking at when I DROS'd the firearm. They gentleman helping me with the pick up said this is how the display model is too (I said no it isn't, he went to confirm and I was right). This guy was genuinely helpful and tried to make it right (also very apologetic and empathetic to my situation). Long story short the manager said I would have to re DROS (and pay DROS fee again along with another 10 day wait). So I was frustrated that they wouldn't even pay the DROS fee for their mistake (I would have re DROS had they ate this fee). I was offered nothing for their mistake other than to pay more money and wait more time. Again I don't want to flame the guy helping me with the pick up (Kevin I believe... he was very helpful). But the gentleman who started my DROS and the store manager have no clue about customer service. If you go to ANY Turners to DROS a firearm make them check the stock (if available) no matter what they tell you. It's always a bummer to have something in your mind and go to find out that isn't what you got. Had they showed me the firearm which I ended up with I would have DROS'd it anyway, but the fact is they didn't show me that one. Turners made a mistake and wanted me to pay for their mistake (not cool, not cool at all). In fact the store manager wasn't even open to me asking anymore questions about the matter, just sat a foot away from me and ignored me (seriously he was right in front of me and chose to look up at the ceiling). This was about 2 weeks ago, I have been internally debating whether to post this or not, but here it is! |
#3
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I never raised my voice or gave them any reason not to help me! The manager never apologized, nor did the gentleman who started the DROS. Only the employee stuck helping me with the pick up apologized (he had no reason to apologize.. he understood what it is to be in retail service) Last edited by milky; 07-29-2013 at 4:36 PM.. |
#4
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A long gun DROS is good for any long gun. They could have just crossed out the wrong one and written in the new one. You should have been able to still take a long gun home that day! Thats horrible service!
__________________
A citizen who shirks his duty to contribute to the security of his community is little better than the criminal who threatens it. |
#7
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Your right I could have eaten +$160 and walked away, but then I would have been even more frustrated wasting that money (and no guaranty i could find the configuration I wanted somewhere else) and would also be out another DROS fee and another 10 day wait. i.e. the one I took home had a telescoping stock and the one they showed me and assured me I was getting had a fixed swiss style stock! I just don't ever plan on spending another dime there (reseda store), especially after the way the manager treated me at pick up (I mean ignored me). |
#8
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The most appropriate thing they could have done is waive the DROS. They dropped the ball this time.
__________________
"A well regulated Militia, being necessary to the security of a free State, the right of the people to keep and bear Arms, shall not be infringed". The tree-hugging politicians are just too brain dead to read the Constitution. It's our duty to vote them out of office. Long live the Republic! -Cliff Delta |
#11
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I just email'd robz@turners.com, we will see what they do!
Firearms are not cheap, at least hire people willing to do everything they can to make sure you will get what you look at! |
#12
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#14
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Take it up the ladder to their corporate offices.
Call them and tell them what happened and see if they will make it right, then send an e-mail to confirm the conversation. Give them the facts that you know are true and try to keep opinion out of it. Make sure to mention the store manager by name, the clerk by name and see if they want to make it right. |
#15
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Sent from my iPhone using Tapatalk
__________________
Facts are stubborn things; and whatever may be our wishes, our inclinations, or the dictates of our passions, they cannot alter the state of facts and evidence. |
#16
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I'm a little confused when any firearm is DROS'd shouldn't the serial numbers, part numbers, model numbers match? Did they do a bait and switch? All the times I have gone to Turners, different location, I have always gotten what I ordered or bought. They usually confirm the S/N during the purchase process and re-confirm at pickup. Was this a custom configuration that you ordered? If they showed you a physical firearm in their store, ie: (the one with the features you wanted) did they happen to remove the features after you left the store and tried to sell you the same S/N item with the extras removed? Something does not add up and no I do not work for Turners. Sounds like someone dropped the ball and going to corporate would be the first thing I would do in your case.
Last edited by tekrus05; 07-30-2013 at 4:57 PM.. |
#17
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I emailed robz this morning, but he has not gotten back to me yet. |
#18
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They didn't intentionally bait and switch, they just dickheaded and switched. I hope they get back to your email with some serious apology. You tried to prevent a problem, and the dude lied to you. His lie was willful ignorance, as you supplied with him with the correct information. Just because guns are a seller's market right now doesn't mean they should get away with it.
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#20
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The clerk helping me with the pick up said that that the clerk who processed my DROS should not have been the one helping me with that particular firearm (whatever that means now). |
#21
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That's already been addressed, and would have put me in an even worse position as they would have kept a portion of my payment and I would still have to go through another DROS and seeing as how the rifle I got is what is normally shipped to dealers I would have ended up with the same thing I have now!
So I really don't see how this would have helped in my situation. Instead of just paying another DROS fee and waiting another 10 days and actually getting what I thought I was buying in the first place, I would have left with no rifle a wasted DROS fee wasted 10 day wait and 1/3 of the rifles cost less money in my bank account! That is a no win situation! You would have walked? Doubt it! |
#22
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Sorry , I did not Read your post. I just quoted the guy above ..... The sales person who handled your Dros Screwed up , The Manager wasn't listening to you , You should have Stopped the sale and ask for his/Her Bosses Contact info Right then and There ... Honestly I don't think I would have paid the Dros , I Don't have patience for peoples mistake ... Please post back with the outcome . I think they owe you your Dros back and a explanation ! |
#23
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#24
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#25
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Most importantly just follow up with the manager and then corporate. If all else fails, do not be a repeating customer and tell your friends about it. Nowadays it is extremely difficult to affect how a company conducts their business. They can treat 100 of their customers poorly day in/day out and still be in business year after year.
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#26
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Problem is, there are tons of people who are still going to buy stuff at places like that. Customer service is no longer the goal of most chain stores. While you will sometimes get certain helpful folks, the almighty dollar for the CEOs bottom line is the most important thing and having well trained, fairly paid, competent salespeople and mangers is not a high priority. There is typically someone right behind you in line who cares little about service and just wants his stuff.
This is not to say that you won't get good customer service, just that providing service and satisfaction is rapidly becoming a lost art in the retail world of today.
__________________
Sorry, not sorry. 🎺 Dear autocorrect, I'm really getting tired of your shirt! |
#27
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It would be awesome if they bought and installed a fixed Swiss style folding stock for my rifle (just like the one on display at their store) free of charge to me. That would make things right for sure. But I don't think Turners (corporate) will take any responsibility, definitely the manager or the clerk who did the DROS are not going to take responsibility either. This is what happens sometimes when dealing with a corporation and the actual loss to the customer is something less tangible than major major money or a serious lawsuit (which neither are my situation). Corporations just don't care, thousands of others will still continue to shop there and they rightfully should! I have always had a reservation about making a purchase at Turners, because of stories like mine (I'm not the first or the last person this will happen too)! Gotta listen to my gut! It's a learning experience for sure. Last edited by milky; 07-31-2013 at 9:51 AM.. |
#28
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#29
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I just had a somewhat similar experience with a different Turner's location. Manager wouldn't talk with me directly. Department manager "didn't remember" or changed his mind on a price. I spent over 5k and this issue was for $30!!
Even if I was wrong, though I wasn't he should have spoken with me rather than hide in the back. |
#30
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__________________
Sorry, not sorry. 🎺 Dear autocorrect, I'm really getting tired of your shirt! |
#31
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You should have verified all the information before you signed the DROS and paid for it. Totaly your fault. You got what you paid for. Im just saying becuase in every case when I purchased a weapon, checked this info when I bought it and when I pricked it up.
__________________
"Go therefore and make disciples of all nations, baptizing them in the name of the Father and of the Son and of the Holy Spirit" [Matt 28:19] |
#32
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Just curious...what did you buy that the floor model was different than the one you received?
__________________
A citizen who shirks his duty to contribute to the security of his community is little better than the criminal who threatens it. |
#33
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My big issue is that I was shown a rifle with a fixed stock, and got a rifle with a telescoping stock. Had I went in there and the display model had a telescoping stock I still would have bought it (since that is how I was to believe the rifle came anyway), but since they showed me something different and I asked them to confirm and they didn't, is the REAL customer service issue! and while doing the pick up one of the clerks was trying to do all he could to make it right, and even brought the manager. The manager wouldn't talk to me aside from you have to re DROS. This is my first purchase from Turners, everything I have bought before this purchase I have always been shown the actual model I would be taking home, I'm aware that this isn't the case with turners and other big stores which is why I asked them to confirm for me (I knew in my heart something like this would happen which is why I have managed to avoid buying a firearm from Turners until recently)! I think the point of my thread is misunderstood. I am happy with my rifle and can swap a butt stock if I really need to, my point is CUSTOMER SERVICE, you will not get any from some clerks and at least 1 manager at the Reseda store. Had they done what the customer had asked in the first place, I would not have started this thread. Just affirms why I avoided making big purchases at places like Turners. It's nothing against the corporation itself, just the staff has zero accountability or pride in what transactions take place there Last edited by milky; 07-31-2013 at 9:55 AM.. |
#34
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Still waiting for robz@turners.com to return my email!
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#35
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no functional difference in the firearm action, just ascetic differences. And like I had said everything I had read prior to going to turners led me to believe that this configuration is normal (telescoping), so it was a pleasant surprise to be shown a model with the fixed swiss style (got my hopes up a lot) and was even the reason I was asking the clerk to check the stock in the back to confirm, because I knew I'd be heartbroken! |
#36
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So this is what you saw on the shelf...
and this is what you received... And I know the pics show a SWAT model with rail and one has a rear sigh and the other has a red dot, but that isn't the issue. Sig has changed this configuration more than a couple times keeping the same model number on the box. The fixed stock seems to be the new model according to their web site.
__________________
A citizen who shirks his duty to contribute to the security of his community is little better than the criminal who threatens it. Last edited by Toolfreak66; 07-31-2013 at 1:40 PM.. |
#37
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So I was generally happy to be looking at a model that had the stock that I wanted and made sure to be very vocal about it, but the rest is history! I was told, assured really that this is what I would get, and it was not what I got! Still waiting for a reply from the email I sent to robz@turners.com! Last edited by milky; 07-31-2013 at 5:45 PM.. |
#38
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Had same thing happen to me at Turners in Pasadena. Delton Rifle i ordered had all magpul furniture one i got was all stock. They offered me $15 gift card from manager. Thats all the could do... Yea right Lol
I went straight to Delton and they contacted turners office i had Rob email me directly a few days later apologizing. In the end i took my rifle back to turners and they gave me all the magpul furniture and a 50$ gift card and free magpul rear sight. Took about 3 weeks of emails but finally got taken care of. |
#39
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#40
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__________________
"Go therefore and make disciples of all nations, baptizing them in the name of the Father and of the Son and of the Holy Spirit" [Matt 28:19] |
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