Archived Posts » 59,789,155
Del-ton Customer Service Issues?
4/24/2012 3:45:31 PM
Anyone else have customer service issue with Del-ton?
4/24/2012 5:00:24 PM
Originally Posted By damiansar-15:
Anyone else have customer service issue with Del-ton?
Anyone else have customer service issue with Del-ton?
What kind of problems are you talking about?
I ordered three kits in the first couple days of March. I received them in the 2nd week of April. On the Industry Forum they explained what was going on. SHOT Show orders and a glut of individual orders has them swamped. They are getting things out as they come in and have changed up their shop priority in order to get smaller orders out sooner.
Have you called or emailed them? They do have representatives and sometimes the owners monitor the Industry Forum for anyone needing assistance. You can also IM the reps from the threads they post in.
If you have any questions IM me.
4/24/2012 5:44:10 PM
I had a bad experience with their sales manager, Lauren, after their CC verification server puked. I tried to submit an online order twice unsuccessfully. They sent a generic order stating my order was shipping the next day and I inquired via e-mail, because I thought my order did not go through twice, per the web error message. When I questioned the order, I was sent the invoice detail and it was missing parts. I politely replied with the missing spring/detent details and got an initial response with the sentiment that it is not their problem and to place another order. All I wanted was "let us try to make this right" response, but that was not expressed until I said, FORGET YOU, I want my money back and will order from the other 1000 suppliers out there...They finally gave me a credit without "the 15% restocking fee" really? Lauren could have easily taken the order information and then request that I give her a quick call to capture cc info and then try to get this added to the UPS order or just cover the few pennies of shipping for a few springs and detents. I doubt it, but if I truly had a user error situation on the springs/detent pins that I tried to order, I would have been able to correct it immediately after I saw the order process online, but I received a verification error. Del-ton admitted that they had a 20 min outage, which caused the confusion. I rarely have part issues, but when I do companies like Ranier Arms, Wilson Combat, Black Hole Weaponry, LaRue, Midway USA, Comp-tac, etc... quickly resolve the issue in a professional and customer-centric manner. I was truly disgusted with how I was treated...
I am sending the owner Tony Autry a letter via snail mail with the e-mail communication string and summary of the incident. I don't want anything, but hope he corrects the CRM skills of his staff so that other folks don't have this issue if they bother with Del-ton in the future...
I am sending the owner Tony Autry a letter via snail mail with the e-mail communication string and summary of the incident. I don't want anything, but hope he corrects the CRM skills of his staff so that other folks don't have this issue if they bother with Del-ton in the future...
4/24/2012 5:58:11 PM
Originally Posted By damiansar-15:
I had a bad experience with their sales manager, Lauren, after their CC verification server puked. I tried to submit an online order twice unsuccessfully. They sent a generic order stating my order was shipping the next day and I inquired via e-mail, because I thought my order did not go through twice, per the web error message. When I questioned the order, I was sent the invoice detail and it was missing parts. I politely replied with the missing spring/detent details and got an initial response with the sentiment that it is not their problem and to place another order. All I wanted was "let us try to make this right" response, but that was not expressed until I said, FORGET YOU, I want my money back and will order from the other 1000 suppliers out there...They finally gave me a credit without "the 15% restocking fee" really? Lauren could have easily taken the order information and then request that I give her a quick call to capture cc info and then try to get this added to the UPS order or just cover the few pennies of shipping for a few springs and detents. I doubt it, but if I truly had a user error situation on the springs/detent pins that I tried to order, I would have been able to correct it immediately after I saw the order process online, but I received a verification error. Del-ton admitted that they had a 20 min outage, which caused the confusion. I rarely have part issues, but when I do companies like Ranier Arms, Wilson Combat, Black Hole Weaponry, LaRue, Midway USA, Comp-tac, etc... quickly resolve the issue in a professional and customer-centric manner. I was truly disgusted with how I was treated...
I am sending the owner Tony Autry a letter via snail mail with the e-mail communication string and summary of the incident. I don't want anything, but hope he corrects the CRM skills of his staff so that other folks don't have this issue if they bother with Del-ton in the future...
I had a bad experience with their sales manager, Lauren, after their CC verification server puked. I tried to submit an online order twice unsuccessfully. They sent a generic order stating my order was shipping the next day and I inquired via e-mail, because I thought my order did not go through twice, per the web error message. When I questioned the order, I was sent the invoice detail and it was missing parts. I politely replied with the missing spring/detent details and got an initial response with the sentiment that it is not their problem and to place another order. All I wanted was "let us try to make this right" response, but that was not expressed until I said, FORGET YOU, I want my money back and will order from the other 1000 suppliers out there...They finally gave me a credit without "the 15% restocking fee" really? Lauren could have easily taken the order information and then request that I give her a quick call to capture cc info and then try to get this added to the UPS order or just cover the few pennies of shipping for a few springs and detents. I doubt it, but if I truly had a user error situation on the springs/detent pins that I tried to order, I would have been able to correct it immediately after I saw the order process online, but I received a verification error. Del-ton admitted that they had a 20 min outage, which caused the confusion. I rarely have part issues, but when I do companies like Ranier Arms, Wilson Combat, Black Hole Weaponry, LaRue, Midway USA, Comp-tac, etc... quickly resolve the issue in a professional and customer-centric manner. I was truly disgusted with how I was treated...
I am sending the owner Tony Autry a letter via snail mail with the e-mail communication string and summary of the incident. I don't want anything, but hope he corrects the CRM skills of his staff so that other folks don't have this issue if they bother with Del-ton in the future...
I have ordered a rifle kit and other various parts over the past year and a half from Del-Ton and they have never given me any problems whatsoever.
Customer service has always been great.
4/24/2012 7:21:41 PM
I bought some upper parts, all of which showed as in stock, and they sent everything except the Magpul handguards. They said they were out of stock and backordered from Magpul and would send them when they came in. They said their website doesn't accurately reflect if an item is in stock or not. I waited for six weeks for them to come in and they never did. All this time every other vendor had them in stock. They were black carbine, not anything exotic. So, I emailed several times requesting they cancel the handguards. Each time they responded they would send them when they came in. They wouldn't cancel the rest of the order. Finally I sent them a nasty email demanding they cancel the handguards. They finally did and I ordered them elsewhere with no problems.
I won't be ordering anything from them again.
I won't be ordering anything from them again.
4/24/2012 7:34:21 PM
Exactly how is this a technical discussion?
4/24/2012 8:11:30 PM
I thought this topic was in the AR-Discussion area, yes?
4/24/2012 8:18:00 PM
Take it to their industry forum
4/24/2012 11:18:08 PM
I can't say anythign for your order. I haven't had anything ike this happen to me but when I've changed up or had an issue I've got ont he telephone and things were dealt with. I've dealt with a few different people but mostly Laura and haven't had problems. I've added and subtracted a couple items from orders and it wasn't a problem. These days I'm happy just to be getting parts and kits in a reasonable time period. I'll be ordering some more stuff this week or next.
4/24/2012 11:23:57 PM
I have received excellent CS from them in the past, but their shipping prices just plain suck now. I will not shop with them until something more reasonable is offered as far as shipping charges go.
4/25/2012 12:05:24 AM
9 posts...
4/25/2012 3:23:12 AM
I ordered a barrel from them once that showed in stock but was out of stock,when I contacted them they told me how long a wait and I didnt want to wait as long as they said..they cancelled the order and were very helpful and polite..good CS and no problems.
4/25/2012 5:50:49 AM
had 2 charging handles bent up during shipping,they took care of it quickly.no questions asked!.some shops do not have state of the art web services. shit happens i dont think they are evil and out to get you. i would give them a chance to make it right.also i would advise you to be patient and im sure you will get your items instead of ripping DEL-TON thats not real cool. just ask to speak to another rep if the one you spoke with dosent like you
4/25/2012 11:05:30 AM
I would have talked to them before I started complaining on here.
My first upper was a Del-ton, and I had a feeding issue that their customer service handled flawlessly.
My first upper was a Del-ton, and I had a feeding issue that their customer service handled flawlessly.
4/25/2012 11:42:29 AM
As has been said on here for years, call them. Del-Ton has always been GREAT to deal with and has had a reputation for such, but phone calls are usually the way to go with them. I went a week without an email reply from them, the phone call took 2 minutes to get business out of the way and 5 more for bullshitting. Also a good dealer resource for small parts.
4/25/2012 7:14:45 PM
I've gone on Web Stores in the past and had the net poop on me or their server and didn't know if anything went through or not. I call the store at very the first possible oppurtunity to see WTF happened and if my items were ordered or not. If something like that happens to me I don't wait for emails or shipping notices.
4/25/2012 7:29:48 PM
I've always had good customer service from Lauren.
