A bad experience at Epps

[FyreFighter]

If I was relatively local (i.e. within a day trip), I would threaten to (and follow through with) small claims court. If the situation is as you say it is: obviously not abused, unfired, not manufactured within spec, etc. they don't have a leg to stand on.

[uberkermit]

I ordered a Marlin XT-22 back in March. By September, they had received two shipments of XT rifles from Marlin, but not my gun. To be fair, I was warned it would take months, and I was OK with that. But six months of waiting, with no gun and no timeline of when it would arrive, seemed to be a bit much. I finally called them to see what was up. At some point I asked to speak to the manager, and was connected with someone who I think might have been the owner's wife (Don't quote me on that though). When I explained that I thought it seemed a little much to wait six months for a .22 rifle, she told me, "Well you obviously don't know much about the firearms business in Canada." Later she commented how lots of people call to complain. I came away from that conversation with the notion they consider me to be an ignorant complainer. Ultimately I cancelled and they refunded me the full amount.

I have no complaints with them except for what seems to me an attitude of "We don't really need you." Fair enough; that is how commerce works. I went to a semi-local dealer and found the gun I was after. It's a great gun, and I only wish I had not waited the six months, but instead shopped around until I found what I was after.

As an aside, they just recieved another shipment of XT series rifles, but no sign of the one I ordered. Ironically I would still buy the thing (I really like the one I have now) if they would just get it in stock.

Let me start by saying yes, I did contact epps first!!!

Unfortunately, I have to register my dissatisfaction with the service I rec'd. I have done business there a few times before and was very satisfied.

This time, I ordered a new Chiappa model 92 take-down 20" rifle in .45 Colt. The rifle is attractive and otherwise nice, but the front sight dovetail was improperly machined and cut too deep resulting in a front sight blade that won't stay put. A factory defect Epps would not have noticed before they shipped the rifle.

I got the rifle yesterday afternoon and called today to request a refund or exchange against a Winchester 1892 since they had no chiqppas left in stock and I explained I needed something for this season.

Caveat emptor.

Epps claimed it was store policy not to exchange or refund any firearm that was defective and that it has to go back to the importer for repair, something they conceded would take months. This is very poor customer service. The gun is unused/unfired and in its original packaging.

To summarize:
- defective product.
- return not being offered.
- exchange not being offered.
- my request to talk to a supervisor denied.
- their response when I suggested their actions were not jaw consumer protection laws: "that's policy - sorry".
- I told them I was considering contacting MasterCard to dispute the charge after it became evident they weren't going to be reasonable. Their response: "you are welcome to try".

Hopefully my experience is isolated, but caveat emptor. I now am out over $1000 and am stuck with a gun with unusable sights and a (possibly) barrel that needs replacing which I can send for warranty, maybe to italy, but will not have a new rifle for this hinting season.

Did you try calling back and getting someone else? Seems odd that they would deny you a conversation with the supervisor.

[ForaFewDollarsMore]

So far from what I hear. They difinitelty should do more to remedy or at the very least make much more of an effort to to accommodate this problem. Just from a simple business perspective; you could or could not be a return costumer now.

[grant580]

I had a particular rifle in mind from Epps, but I too will pass now. Also a while back I ordered an enfield barrel from them and got it OK and the barrel was fine except they didn't tell me it was "welded" into a receiver that was hacked off and I had to take it to a gun smith to have what was left of the receiver removed, not happy about that.

[ajdale]

Its quite clearly stated that all new firearms must be sent to manufacturers if they are defective.
I bought a 336XLR that had problems and I just shipped it right back out.
It sucks, but its quite clearly stated that that is their policy.

[Deckard]

I like how 'policy' trumps good service and common sense. Just like another dealer (of black guns) I know.

[Claven2]

Call back... lol. I called over and over for 2 hours before I got past the "sorry, all five lines are busy" message. I wan't about to call for another 2 hours straight. They don't offer a "hold" function if more than 5 ppl are waiting. Right before hunting season so they must be very busy and consider my business to not much matter in the scheme of things. It's not often I feel this neglected as a customer. This is in start contrast to when I called to buy - they were the epitome of polite and mindful of my thoughts, opinions, etc. before I handed over the mastercard.

So here are the pics of the issues. Don't judge Epps' reaction by the relative severity or minority of these issues because they didn't even want to know what was wrong with the gun and I never managed to fully explain it before they cut me off. It was good enough for them to know it had defects before they cut me off mid-explanation to lay down the "warranty service law" - lol.

So this is the primary issue. Look at all the space under the sight and that it is sitting crooked in the dovetail. Wit the tension screw bottomed out, it barely grabs and with firm finger pressure, I can still move it side to side. Obviously, it's not sitting flat.



Here you see the screw relaxed (the sight then just falls out of the dovetail) and you can see that either the end mill cut too deep, or the dovetail cutter was set too shallow at the muzzle end. It could be filed back into shape, but then the factory sight would be too loose and I would void the warranty (for what that's worth).



Here is the stock crack. It's jus a hairline that I was going to live with and glue it before I found the more serious sight problem.



And here we see a cosmetic machining error inside the receiver. It doesn't affect function so I didn't mention it to Epps, but it's not very pretty either.



This smudge on the tip of the takedown lever is actually rust. I rubbed the orange stuff off with a cloth, if I were to keep the rifle I would have to steel wool it.



And finally, note how EVERY action screw is slightly buggered? Usually Chiappa is better than this based on other Chiappa guns I have owned in the past.



I think I'll bring the rifle to see my gunsmith tomorrow to see if he thinks the DT can be fixed. If not, it's going back to Epps. and we'll see if I get a better answer this time.

[Jd383]

Very poor customer service indeed all they had to do was a good inspection of it before they shipped it out would have taken all of an extra five minutes to insure customer satisfaction. Really it may be policy but come on who wants to buy something just to receive it and ship it right back out for warranty work.

[Claven2]

Its quite clearly stated that all new firearms must be sent to manufacturers if they are defective.
I bought a 336XLR that had problems and I just shipped it right back out.
It sucks, but its quite clearly stated that that is their policy.

Where? They didn't state it to me over the phone when I ordered it??? It's not on their invoice either, nor the product documentation? How is a mail or phone order customer supposed to know of this? And don't suggest their un-navigable website with no search function.

[jonnyblaze]

Ya my first experience there wasn't the best but the second time i purchased from there i was extremely satisfied. I would shop there again. I thought they seemed like pretty good people.