For well over a decade I've been a faithful Brownells customer and overall pleased, however over the last year I've had instances making me question their integrity:
#1 I submitted several items for return: it was weeks before any correspondence arrived, when it did the return was incomplete (a $50. item was omitted). An e-mail to customer service had it resolved in 48 hours and credit issued for that part, however credit wasn't issued for the items in the initial return. This was learned a Month later after reviewing a CC statement. Again an e-mail to customer service and 48hrs later it's resolved.
#2 While researching the return invoice I checked on a barrel that I'd back-ordered about six months ago that still showed on B/O, but when the number was checked against inventory (shown on their web page) it is/was available. Seems there are more and more instances of back orders going by the wayside, forgotten, and canceled.
It's not uncommon in the industry to tear a gun down, order the parts, then let it sit on the shelf for an indeterminate amount of time until they arrive and it's returned to the bench largely forgotten by the 'smith until the owner want to know where his gun is and if it's done; That's where dependency on the vendor is primal.
#3 Shipping: Overall I'm happy, however it might be in the Company's best interest to consider item size when sending back ordered parts: A 4"x5"x6" box is a bit much for a single action revolver trigger. Granted it's not on my dime, and that placing a small parts order will trigger the small item shipping at a reduced USPS rate, it does cost you money for the box, packaging, and postage....I suppose one small screw in a baggie inside a cavernous box is less likely to be lost in the Mail as a shotgun mailer bag.
Years ago another fellow and I ran the Parts Dept. of a Freightliner Dealership: right up until the time we walked out the Door if a customer called for parts, we'd ship it out the very same day or if circumstances dictated out for delivery the next morning. One of our Customers commented "I hope you guys don't get too big to stop your customer service."
It's cool that Brownells is branching out far and wide in todays business climate of "get big or go out" and there will be growing pains, but if you don't have a sound supporting infrastructure the whole thing risks epic failure.