I just got off the phone with Brownells CS.  I had ordered several spare parts for BCG's from Colt (who Brownell's is the only distributor I could find having in stock) and a skinny handguard for a 6920 OEM1 I recently purchased.  I have had issues with stolen packages at my apartment recently (in Utah, who woulda have guessed?) so I opened up a UPS mailbox and had the package shipped to the UPS store.  However, I stupidly used my home zipcode for the address shipping rather than the UPS stores correct address and it caused all kinds of issues (USPS guy delivered to the post offices PO box instead) and it sat there for about a week til I started raising a stink about where my package was.  When USPS found it they decided to send it back to Brownells since it already had a "delivered" status in their inventory instead of putting it back in distribution to send it my way.  


But all of that is my fault for using the wrong zip code and I am totally to blame for all of this.  So I called Brownells to ask for a refund (minus shipping which I was willing to pay since this was all my fault) once the package is back in their possession.  They instead said they will just ship out another package with the same contents to my new, correct address (for free) without even waiting for the previous package to return.  I was very impressed by this and just want to thank them here in public for forgiving my mistake.  You guys have ensured that I will be giving you lots more business in the future!

They've had great customer service, especially when it's not even their fault.

You would not have received the same customer service from Midway.  I can guarantee you that.

Top notch CS, I have had a positive outcome every time. Be it a broken item replacement or shipping mix up, Brownells made it right.

Totally opposite from my experience, I have talked to two different CS reps today trying to track down a refund for items returned over a month ago.  Both were, to be blunt, complete idiots.  One gave me the information for a completely different RMA than I requested, and when i called back the next girl could not do one thing without putting me on hold and asking someone else.  And, I had to repeat myself so many times because she could not remember more than two numbers at a time.  Every other word out of her mouth was uhh... umm.. etc.  I assume I got someone new or in training, but still it was obvious she wasn't up to the task.  I mean let's face it call center work doesn't require much education but both times today I got the bottom of the barrel I would say.  Issue is still unresolved so waiting for a call back from "tech support".  Just frustrating.  

Had another opportunity to deal with Brownells CS so I thought Id just add to this thread rather than make another one.

Ordered a Browning Citori CX on Black Friday for like $1350. Figured with black friday it will be slow shipping with them so I didn't expect it right away.  Two weeks later I text my FFL to see if its arrived.  Nope.  Contact Brownells and ask whats the status of my order.  They say its due to leave soon.  Another 10 days pass and I contact them again asking what is up?  Guy I spoke with couldnt figure out what the status of my order was but forwarded me to his manager who figured things out.  Some kind of computer/logistics error kept flagging my order or something.  He did like a manual override and overnight shipped it to my FFL on their dime.  Was annoyed at the delay but again, they went out of their way and put their money where their mouth is to make things right.

I will continue to support this company with my hard earned cash.