Brownell's lately...

[swt5]

After years of ordering from Brownell's without a problem, my last 5 orders have been screwed up! Wrong items shipped, empty packages with no product etc. A call to customer service has always resulted in correct or replacement items being shipped no cost but the hassle of being on the phone with them over and over again is wearing me out! (over a dozen calls in 1 month ) Today, I anxiously opened the box containing the back ordered roll pin punch set and... the package contained 7 duplicates of holders and starters but NO full size punches? Is anyone else experiencing the same problems lately or am I just on a very bad streak?

 

[jbpmidas]

I hate to hear that! I'm a big fan of Brownells and Sinclair! I hope it's just a bad streak!

 

[K22]

You need to contact management - ask to speak to a senior level manager and provide details of the problems you've been experiencing. Make sure you verify who you're talking to by asking his/her title.

Unless their company is being managed my idiots, my guess is that they will fix the problem and compensate you for your efforts.

Brownell's now owns Sinclair - I sure hope they don't screw up Sinclair which has always been know for outstanding service and products.

 

[Cimarron2011]

High business volume can make idiots of us all. My guess is that they are suffering from sever problems of prosperity...they have not advanced their business process to keep pace with their business volume. As a result order fulfillment and other customer service activities take a hit.

Based on their history...expect improvements in the future.

 

[kjcpoint]

No problems here. I order from them every week. My next delivery is right on time, 2 days.

Kyle

 

[okedoke]

to swt5---- i've been ordering supplies from brownell's since 1968 & only had a few problems which were fixed quickly but in the last 5-8 years most companies promote on-line ordering. Personally i prefer to talk to a sales person just -in- case you need to ask ( IS THIS ITEM IN STOCK ). Have also done my fair share of online ordering, only to get my order 2 weeks later with 6 items on back-order, i know it cost more money to hire employees to answer phones but most of the time brownell's & as well as other suppliers will have someone to take care of your problem. good luck---------------- craig

 

[big bad bill]

I have received 7 orders in the past few months from Sinclair's and Brownells with no problems. Sometimes when ordering online, you do not know immediately if an item is on backorder. If you speak to a sales person, they immediately can tell you the order status and you can usually order from both Sinclair and Brownell on the same order.
Bill

 

[SnakeEye]

I didn't need to read that...got an order enroute now...

 

[swt5]

I order with sales reps over the phone and I don't mind things being on back order so that's not the problem. I just found out one of the big issues with a continually shipped wrong item is a manufacturing error ie; both items in .22 and .30 were made to the same specs. A technician advised he was aware of the problem and was going to speak to management about it. The big problem I have is if you know something is wrong, why keep shipping them out waiting for customers to complain? I guess that's the small cog in a big machine syndrome The other issue is it took me many many phone calls to speak to someone who finally understood what I was trying to explain. I finally had to be very blunt and insist with several young ladies I need to speak to someone who shoots. (I am not suggesting women aren't recreational shooters but it was quickly apparent the many customer service reps I spoke to were not.) Their standard practise is to take your phone number and say a technician will call you back...they never do! I took K22's advice and insisted on speaking with a manager today. She listened very intently and promised to get on the warehouse floor to see what the problem was and report back to me. I anxiously await her call...

 

[wmdron]

Several recent orders form Sinclair and no problems.

 

[swt5]

After being side stepped by a couple more customer service types, I insisted on speaking to someone at senior management level. Surprisingly, the Vice President in charge of Operations was on the phone listening intently to what I had to say. Without exaggerating, we were in complete agreement within 45 seconds! He promised someone would call me right back to address the issues in detail - and someone actually did (first time ever) and he also promised someone would call me back later in the week to follow up - and again, someone actually did! My missing parts are now on the way and my faith is restored in Brownells. Seems a Christmas rush necessitated the hiring of extra part time warehouse staff who weren't up to par. My thanks to all who helped get things back on track!

 

[Joe C]

Glad to hear they are working it out for you. I order at least 4 times a month from them and so far, knock on wood, I haven't had a problem. But, I do always call in my order and usually talk to the same nice lady. As for their CS, well, all I can say is each year I build at least one custom 1911 to raffle off for a charity, sometimes, like this year, two. Brownells is always on board to donate whatever parts are needed for the guns based on my personal specs with no questions asked.

They have been very good to us and I hope they continue to grow and be prosperous as well as keep up with the quality CS that I've experienced for many years.

 

[DennisH]

Always recieve my orders, no problems.

Today, I received my package which contained heavy sand in a plastic container-normal.

The container busted in my package and I have black sand everywhere! I blame this on USP, they probably ran over it in route to my house!