Been a customer for a LONG time (almost twenty years). Yesterday, I placed an order, realized I ordered two wrong parts, and sent an e-mail 5 minutes later asking for a correction. Today, I got on-line and went to the online customer service chat to see about making a correction. The rep looks up my order and says it hasn't shipped, but the order has been transmitted to the warehouse to be filled. No, they won't make the correction because they're too busy trying to get orders out fast. I tell him to cancel the order, I can place another corrected order. He tells me they won't cancel the order, and I can just ship the two parts back for exchange after I get them. Again, he says they're too busy filling orders to cancel mine. I'm checking my e-mail late this afternoon, and I find a response to my e-mail from the night before -the response was sent after 5pm today.

Wanna brag about your business? Fine, but DON'T brag about your shitty "customer service". You were convenient.... you are NOT the only game in town.

EDIT:   Also, Brownell's FAQ actually TELLS you to send an e-mail for corrections. So I did EXACTLY what I was supposed to.

We hear you loud and clear. We will do everything we can to right this situation for you. Thank you for making us aware.

I'd had this happen to me a couple times - I'll be the first to admit, it's my fault - I'll make an order, then realize oh crap I forgot part xxx, so I've tried to call and have it added, but both times the C/S rep says it can't be done the order is "processing" and can't b changed.  Actually it happened as recently as about a week or two ago, and once a few months back.

I get it, and it's on me, but just seems like there should be a way to accommodate this - however I'm not P-O-S guru so maybe it's the norm.  Typically what I wind up doing it waiting until my next parts order, or just picking it up local if possible.

Thanks for the information and feedback. We can certainly see about addressing this. We do try to process orders ASAP and if being picked it makes it tough to recall the order.