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Posted: 3/25/2020 11:07:53 AM EDT
So a little over mo ago I see I'm getting low on rl16. I look around and brownells has it in stock and a few dollars cheaper. Great, I order 9lb and 4 or 5lbs of h4831. I select ups for shipping. Why? Because fedex requires signature on hazmat and delivers to my house anytime from 10am to 630pm. No rhyme or reason, ups drops off at 10-11am and requires no signature on hazmat.
After 3days from order, I finally get a tracking number. Sure enough it's a fedex tracking, label made status. I call brownells to see about getting signature waived, or sending ups like I selected, or changing ship address to my ffl. Nope, only option is to cancel and lose my 35.00 in hazmat and ship fees, or let it leave brownells and be returned to them to change ship address and then repay 35.00 for hazmat and ship fees. Keep in mind I selected ups. I canceled it and got powder from midsouth shooters supply. They were more than happy to ship ups as I asked. I've spent $1500+ with brownells every year for at least 10-15yrs. That was my last purchase and will remain that way. |
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[#2]
So an update...a few days after this original post brownells reached out to me to sort this out. I'm still waiting to hear what they are gonna do. Meanwhile I've order a pile of stuff from midway, midsouth, and grafs. Thank you for helping me narrow my decisions down.
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[#3]
Here's what I don't understand so far. In my experience, you aren't allowed to select a specific carrier. You just select a rate, which then determines what carrier we use based off of our metrics of who can ship the fastest and cheapest for that bracket. Granted, I have never bought powder from us before, so I've never seen the options for powder orders. I'll ask CS again what could've been the mixup with this order, and any additional information you can provide will help out.
Thanks |
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[#4]
Quoted: Here's what I don't understand so far. In my experience, you aren't allowed to select a specific carrier. You just select a rate, which then determines what carrier we use based off of our metrics of who can ship the fastest and cheapest for that bracket. Granted, I have never bought powder from us before, so I've never seen the options for powder orders. I'll ask CS again what could've been the mixup with this order, and any additional information you can provide will help out. Thanks View Quote Not sure what you're implying. I selected ups, cause FedEx is garbage. When I saw that a FedEx label was created, I called to get the order sent on the proper carrier. The lady at CS told me it was too late, even though it hadn't even left facilities. She also said that I should have called it in, because when ups is selected via online order it still sends it FedEx. Idk, i carry a gun to avoid being robbed, never thought i needed to take screenshots of my brownells order to avoid being robbed. |
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[#5]
Pro tip, FedEx sucks in places, ups sucks in places, and usps sucks in places. In my area, usps and ups is fantastic. Fedex signature and non signature will show up between 10am and 6pm. I can practically set a watch with usps and ups delivery times. Giving people shipping choices isn't bad. Midsouth, midway, and grafs all give that option, online or over the phone.
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[#7]
That looks quite a bit different than it did when I ordered. Im pretty sure I added no signature in comment/instruction, and swore I selected ups option. Not sure if the order page has changed since feb, when I ordered. I got an email from Cheri, I believe. Stuff happens, ive pumped a decent amount of cash your way over the last 2 decades. 35.00 is a drop in the bucket compared to what I spent at brownells. I was more let down by the "tough shit, too bad" attitude when i called to correct the carrier error.
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[#8]
I've never had the option between carriers when I order powder on Brownells.
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[#9]
Quoted: I've never had the option between carriers when I order powder on Brownells. View Quote Is there a point to this post, adults are talking. Fine im sure it was all just on me, I know I selected & requested ups. Im not so sure why it is in question, keep the fuckin 35.00, i could give 2 squirts of piss over that. Part of customer service is acknowledging an error and correcting it, even if its not obvious. You go beyond and help a customer, thats what i do at my job. Sometimes you lose a smidge but you gain customer business and support. I tell you what, don't waste your time or mine, ill take my business elsewhere where from now on. |
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[#10]
I get the distinct impression that this is an operator error problem. It looks like brownells has tried to figure out why you think you can choose shippers when its not allowed in their system and others are posting they can't choose shippers when ordering online and you crap on them. In this case it seems Brownells lost a crappy customer. In other words no loss and frankly 1500 a year is not anything to throw in a companies face.
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[#11]
Quoted: I'm not implying anything. I just know that as long as I've been aware, you don't get to select the carrier when ordering online. View Quote You absolutely used to be able to select your carrier for some items (not sure about powder). There was a "generic" option that chose the cheapest ground shipping, or you could select a specific carrier that was more expensive than the generic or economy option. |
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[#12]
I should have listened to my own advice and not tried Brownell again...ever. I was needing a few items to finish off a chassis for a match rifle, unfortunately the pieces were gonna have to come from a few different vendors. I looked at Brownell had all in stock, I hesitated, remembering my previous experience and lack of customer service. I ordered. I also order some items from midway and recob's right after Brownell order, on sat afternoon. Since Brownells is slow about getting stuff out the door, I selected 2 day shipping, wed delivery. Midway and recob's ship Monday morning via ups ground, I got those items at 11am this morning. Yesterday afternoon brownells finally send a confirmation with 3-5day BS shipping, not shipped just letting know that i ordered, lol. I call, talk to a nice girl that apologized and corrects it to 2day, like I paid for. Today goes by, nothing from brownells, but midway and recobs come through for me. I call 20 min ago to see if it shipped yet, because now an item that I had ordered is out of stock. "Hasn't shipped, its 3-5day shipping, might see it by weekend." Im nice to the lady while conveying my displeasure. She tells me my account will only allow ups, not FedEx, LOL. That sure as shit wasn't the problem with the powder order, you guys pushed FedEx hard on me when I selected ups. Seriously, wtf is up with your shipping/order/processing time.
Honest to God, I tried to give you a second chance. Surely they can't be this bad, that had to be a fluke.....nope, sop for brownells. Honestly, unfuck yourselves, you're embarrassing yourselves. |
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[#13]
Quoted: I get the distinct impression that this is an operator error problem. It looks like brownells has tried to figure out why you think you can choose shippers when its not allowed in their system and others are posting they can't choose shippers when ordering online and you crap on them. In this case it seems Brownells lost a crappy customer. In other words no loss and frankly 1500 a year is not anything to throw in a companies face. View Quote I would probably have spent more if they carried ZCO and AI. 1500 was probably a 20yr ave, thats 30k. You must be a baller to piss on 30k. |
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[#14]
Honestly, I quit reading this tread when Brownells screenshotted a $31.99 order, a $9.95 shipping charge and a $19.95 Handling charge .
Padding their profit picture is a real problem with a $20 HANDLING CHARGE ON A $32 ORDER. Love the sinner, hate the sin. |
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[#15]
I swear I must be the luckiest person in the world when it comes to ordering from Brownells. Never had a problem. In fact, I just placed an order on Sunday and it shipped already today.
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[#16]
Quoted: Honestly, I quit reading this tread when Brownells screenshotted a $31.99 order, a $9.95 shipping charge and a $19.95 Handling charge . Padding their profit picture is a real problem with a $20 HANDLING CHARGE ON A $32 ORDER. Love the sinner, hate the sin. View Quote |
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[#17]
I've bought a fair amount of items from Brownells over the years and never encountered the $20 Handling Charge - I guess you can tell that I don't reload.
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[#18]
There are quite a few people in this thread that need to be fired as customers from Brownells.
I have never in my life seen an option to specify FedEx vs UPS when I order from Brownells. |
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[#19]
Quoted: I get the distinct impression that this is an operator error problem. It looks like brownells has tried to figure out why you think you can choose shippers when its not allowed in their system and others are posting they can't choose shippers when ordering online and you crap on them. In this case it seems Brownells lost a crappy customer. In other words no loss and frankly 1500 a year is not anything to throw in a companies face. View Quote This! I don’t understand OP can’t pick up at the terminal.... |
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[#20]
Quoted: There are quite a few people in this thread that need to be fired as customers from Brownells. I have never in my life seen an option to specify FedEx vs UPS when I order from Brownells. View Quote I take it you didn't read my latest brownells escapade. I don't care which carrier they used on a non hazmat order, I selected 2 day shipping and billed 2 day shipping. They changed it to 3-5 day, I called to get it corrected and was told no problem on Monday. Package still not shipped and they said I can't do 2 day because my account says only to use ups. Irony is an understatement, wouldn't ship ups when I wanted/asked for ups, now they won't ship FedEx when I asked for 2 day. Here's a novel approach, ship shit asap instead of sitting on it for 2-3days. Midsouth, midway, grafs, 3rd gen, brunos, euro, mhs, and powder valley can do it, why not brownells? |
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[#21]
Quoted: There are quite a few people in this thread that need to be fired as customers from Brownells. I have never in my life seen an option to specify FedEx vs UPS when I order from Brownells. View Quote You must have not lived long, they've had that option for a long time until only recently. Looks like I'll just have to use my ax in the next match since brownells needs more than a week to get a few parts and an arca rail out. Jeesh, some guys act like if they white knight hard enough they'll get some trinkets from the site. |
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[#22]
Quoted: This! I don’t understand OP can’t pick up at the terminal.... View Quote 75miles away, and I requested ups on powder charge. Not paying 45.00 for ship&hazmat to drive an additional 75 miles one way to a hub. I literally caught that mistake before it left the building, but they would not even correct it to ups. They wanted to let it go to first FedEx hub then turn it around. That deal is a done thing and I've given up/forgotten about it. Brownells could literally send my recent package however they want, as long as it was 2day like I selected. They couldn't even do that, much less get it out the door in a timely manner. |
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[#23]
My apologies that we're not living up to your standards. We obviously aren't purposely sitting on orders--we're trying to process them as quickly as possible and get them out the door. Those who are currently able to get orders out the next day have my utmost respect. As far as shipping method, I can only speculate that after your initial call to request UPS, the customer service rep assume that UPS was your preferred shipper, so with good intentions, they put an override on your account to only allow UPS, and the UPS option would've been 3-5 day ground. If you want to send me your order number so I can investigate and try to have them modify the override to UPS for powder only, please feel free. |
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[#24]
Quoted: I should have listened to my own advice and not tried Brownell again...ever. I was needing a few items to finish off a chassis for a match rifle, unfortunately the pieces were gonna have to come from a few different vendors. I looked at Brownell had all in stock, I hesitated, remembering my previous experience and lack of customer service. I ordered. I also order some items from midway and recob's right after Brownell order, on sat afternoon. Since Brownells is slow about getting stuff out the door, I selected 2 day shipping, wed delivery. Midway and recob's ship Monday morning via ups ground, I got those items at 11am this morning. Yesterday afternoon brownells finally send a confirmation with 3-5day BS shipping, not shipped just letting know that i ordered, lol. I call, talk to a nice girl that apologized and corrects it to 2day, like I paid for. Today goes by, nothing from brownells, but midway and recobs come through for me. I call 20 min ago to see if it shipped yet, because now an item that I had ordered is out of stock. "Hasn't shipped, its 3-5day shipping, might see it by weekend." Im nice to the lady while conveying my displeasure. She tells me my account will only allow ups, not FedEx, LOL. That sure as shit wasn't the problem with the powder order, you guys pushed FedEx hard on me when I selected ups. Seriously, wtf is up with your shipping/order/processing time. Honest to God, I tried to give you a second chance. Surely they can't be this bad, that had to be a fluke.....nope, sop for brownells. Honestly, unfuck yourselves, you're embarrassing yourselves. View Quote 75 miles? Attached File |
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[#25]
Quoted: As far as shipping method, I can only speculate that after your initial call to request UPS, the customer service rep assume that UPS was your preferred shipper, so with good intentions, they put an override on your account to only allow UPS, and the UPS option would've been 3-5 day ground. View Quote Wouldn't that refund him some of his shipping costs if someone manually switched him to slower shipping than what he selected? I'd be pissed if I paid for 2-day shipping and it didn't arrive in 2 days. I think Amazon's free next day shipping has spoiled most of us when we shop at other places, but I always expect the level of shipping that I pay for. |
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[#26]
Quoted: Wouldn't that refund him some of his shipping costs if someone manually switched him to slower shipping than what he selected? I'd be pissed if I paid for 2-day shipping and it didn't arrive in 2 days. I think Amazon's free next day shipping has spoiled most of us when we shop at other places, but I always expect the level of shipping that I pay for. View Quote Not necessarily. I was under the impression that once there is an override command established on the account itself, it supersedes whatever is chosen at the order level. But I would need to see his actual order/account to see what transpired. And yes, I would also be frustrated if I didn't get the same shipping I paid for. |
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[#27]
@Brownells_ar15
Just to let you know, I too am involved in a Brownells Order System + (lack of) Customer Service incompetence and ineptitude imbroglio that, regardless of outcome, has resulted in the loss of me as a Brownells customer of over 12 years. I am not so presumptuous as to tell Pete how to run his company, but I will say, it appears to be running into the ground. MHO, YMMV, etc. Be well. |
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[#28]
Quoted: Not necessarily. I was under the impression that once there is an override command established on the account itself, it supersedes whatever is chosen at the order level. But I would need to see his actual order/account to see what transpired. And yes, I would also be frustrated if I didn't get the same shipping I paid for. View Quote That sounds downright fraudulent. |
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[#29]
Quoted: @Brownells_ar15 Just to let you know, I too am involved in a Brownells Order System + (lack of) Customer Service incompetence and ineptitude imbroglio that, regardless of outcome, has resulted in the loss of me as a Brownells customer of over 12 years. I am not so presumptuous as to tell Pete how to run his company, but I will say, it appears to be running into the ground. MHO, YMMV, etc. Be well. View Quote Happy to be of assistance if you want to IM me your order number and details. |
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[#30]
Quoted: My apologies that we're not living up to your standards. We obviously aren't purposely sitting on orders--we're trying to process them as quickly as possible and get them out the door. Those who are currently able to get orders out the next day have my utmost respect. As far as shipping method, I can only speculate that after your initial call to request UPS, the customer service rep assume that UPS was your preferred shipper, so with good intentions, they put an override on your account to only allow UPS, and the UPS option would've been 3-5 day ground. If you want to send me your order number so I can investigate and try to have them modify the override to UPS for powder only, please feel free. View Quote You are probably correct on that, it shows it was shipped maybe just now. No tracking number, though. It will come when it comes. I realize that black friday/cyber Monday didn't help processing times. I still wonder why one poster ordered sun and his shipped monday, I ordered sat and it might have shipped. |
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[#31]
View Quote Ok. I had to send a sti back for fit issues, the FedEx tag required me to hand deliver it to hub. It could not be picked up. That was 75miles 1 way, total 150miles. I live in the sticks, so sorry you don't comprehend. I do give you props for snarky meme use....congratulations. |
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[#32]
Quoted: That sounds downright fraudulent. View Quote It actually showed up as billed for 3-5 day, not 2 day. First confirmation had 2day at 19.95, 2nd invoice showed 3-5 day at 9.95. I called Monday afternoon and they were gonna correct it as it hadn't been charged to card yet. I assumed they did, tues afternoon I got a 3rd invoice showing 3-5day. That's when I found out it was set on ups only, too late to change this order. I checked bank statement and they correctly charged my card for the 3-5day shipping. They did not overcharge me, I want to say that for sure. Just let down that it didn't go as I selected or get out in a remotely prompt way. |
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[#33]
Quoted: Happy to be of assistance if you want to IM me your order number and details. View Quote View All Quotes View All Quotes Quoted: Quoted: @Brownells_ar15 Just to let you know, I too am involved in a Brownells Order System + (lack of) Customer Service incompetence and ineptitude imbroglio that, regardless of outcome, has resulted in the loss of me as a Brownells customer of over 12 years. I am not so presumptuous as to tell Pete how to run his company, but I will say, it appears to be running into the ground. MHO, YMMV, etc. Be well. Happy to be of assistance if you want to IM me your order number and details. Thank you very much for your offer. At this stage, I am interested in how the Brownells system works as is. What I will do is, after the game is over, I'll IM you with the info you've requested, and my reactions and impressions. One more comment that you may wish to pass along to whoever. The current wait time for an emailed message to Brownells Customer service is three days or longer. In her 1987 semibiographical novel, "Post Cards From the Edge", the late Carrie Fisher observed, "Instant gratification takes too long." Be well. |
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[#34]
Quoted: It actually showed up as billed for 3-5 day, not 2 day. First confirmation had 2day at 19.95, 2nd invoice showed 3-5 day at 9.95. I called Monday afternoon and they were gonna correct it as it hadn't been charged to card yet. I assumed they did, tues afternoon I got a 3rd invoice showing 3-5day. That's when I found out it was set on ups only, too late to change this order. I checked bank statement and they correctly charged my card for the 3-5day shipping. They did not overcharge me, I want to say that for sure. Just let down that it didn't go as I selected or get out in a remotely prompt way. View Quote Ah, well, that's good. Still seems crappy to change the contract on you without notifying you, but, well, these are stressful times for gun retailers. Seems like they could make some very simple changes that would drastically improve their customer service, though. Personally I've had nothing but good experiences with Brownells. |
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