Ellwood Epps customer service -- unhappy!

Status
Not open for further replies.
Grouser said:
I just received a phone call from Kevin at Epps -- basically repeated their policy as stated above but is going to talk to his boss when he gets back after the weekend. I informed him that I had sent the gun to the warranty depot and that I was disappointed in the way/attitude I was handled when I called them with my problem. I have been in business for most of my working life and have different view of customer service and yes sometimes as a retailer, I had to "bite the bullet" in order to make the customer happy.
Thanks for calling me Kevin -- appreciated!
Click to expand...

NICE, here's hoping he can get somewhere with the boss and help make things right for you. Good luck.
 
25mm said:
Not buying from them again, not the first time I have heard of a defect weapon coming out of there!!!
Click to expand...

Hey, it doesn't matter where you go. I ve looked at new guns on the shelf in dozens of other stores. I've seen dents, scratches, rust, metal chips in the receiver, damaged crowns, loose stocks, warped/cracked stocks, stripped screw holes, untapped screw holes for scope bases....
The long and short of it is that the manufactures don't put the care/quality into the product but want you to pay as if they had. And used guns are always a gamble.
Best advise is to buy in person if at all possible, do your homework, inspect before you pay!
Like I said 5 boxes! The clerk was getting pi$$ed but I didn't care! I was leaving with a good one. I learned my lesson the first time.
 
I recall couple month back a member here who is also epps employee bought a gun from us and found that slide is catching brass and gun miss feeds. He immediately asked us for exchange…:D
 
Harrier .45 said:
Again, I invite the OP to contact me directly so that we can discuss this matter outside of the public forum, and attempt to find a common ground that will resolve the issue.
Click to expand...

Funny, I had the same problem with Epp's. Wanted nothing to do with me or help with a new faulty gun from day 1, until I went online, and for some strange reason I then got the problem solved.
Selling a customer a New broken or faulty gun and then leaving them high and dry to solve the problem on their own is pathetic.
Pretty sad when you have to go on a public forum to get customer service.
 
graydog said:
You are absolutely correct that the maker or distributor should be responsible for the costs but the Gun shop in this case Epps should take care of that and not make it the buyer of the guns problem.

Graydog
Click to expand...

Correct they sold the gun, they should make sure that they dont have defective inventory. Epps should take the gun back and make things right with the customer, let Epps wait for the warrenty work to be done and give the customer a new gun or a refund.
 
mlehtovaara said:
All you guys saying they should just take the gun back obviously have little experience with guns and warranty work!

Like I said this is the norm for the firearms businesses, and while some may go over and above that it can't be expected.

I think an offer to pay for shipping is a fair deal, but to expect more is just setting yourself up for dissapointment.
Click to expand...

They should know if they are selling defective gear shoudnt they? How hard is it to do a quick check of a firearm to see if it appears to be in good working order?
 
Gun Guy 34, that was my feelings. They took my money immediately (non refundable) so why not fix the problem by swapping it out with another in their inventory? Why should I pay now then wait 6-10 months?! In the end they won, I walked away frustrated but went back because where else do you go? I live in Muskoka so I'm not able to go anywhere else.
A friend of mine redid my crown and polished the rust pitting out of the bore and I shot the gun. I got lucky, not everyone has a friend that's a gun smith/mill wright.
Its really cool that we have one of,if not the biggest single gunstore in Canada in our back yard. The selection is simply amazing!
It is nice to see that something is going to be done about this issue. With regards to the OP's problem.
I can only hope that in the future such problems can be swiftly dealt with, without having to squeak in order to get a little bit of grease.
I EPPs backed their products 100% that would be awesome. We can only hope.
I'm going to keep following this thread to see what happens with the OP's problem.

*Time will tell,so will the internet.*
 
canadaman30 said:
Funny, I had the same problem with Epp's. Wanted nothing to do with me or help with a new faulty gun from day 1, until I went online, and for some strange reason I then got the problem solved.
Selling a customer a New broken or faulty gun and then leaving them high and dry to solve the problem on their own is pathetic.
Pretty sad when you have to go on a public forum to get customer service.
Click to expand...

Guess ill be staying away from Epps.
 
scianna54 said:
Sometimes I get the feeling that we don't really need retail businesses in this industry, what is the (extremly high) mark up for anyway?
Click to expand...

That couldn't be farther from the truth. I'm sure any of the dealers on here can attest to that. The markup on firearms and ammo is next to nothing. It is the accessories that pay the bills.
 
twistedbrilliance said:
That couldn't be farther from the truth. I'm sure any of the dealers on here can attest to that. The markup on firearms and ammo is next to nothing. It is the accessories that pay the bills.
Click to expand...

Gobles firearms has 308 Federal Gold Medal Match on for 21.95 on sale right now. There regular price was 13 and change more......

Lets say 21.95 was there cost. There making 13.00 a box of 308 ammo.

I am sure they are still making money on 21.95. So there making more than 13.00 a box.

The mark up being next to nothing. Maybe for some items but Im not buying it.
 
CdnCombatMedic said:
Gobles firearms has 308 Federal Gold Medal Match on for 21.95 on sale right now. There regular price was 13 and change more......

Lets say 21.95 was there cost. There making 13.00 a box of 308 ammo.

I am sure they are still making money on 21.95. So there making more than 13.00 a box.

The mark up being next to nothing. Maybe for some items but Im not buying it.
Click to expand...

Twistedbrilliance works @ SAIL sports in the gun room in Ottawa. He is the guy that orders the guns in and then puts the appropriate price tag on them. He knows what the mark up is.
Mind you when you buy in bulk like LeBarons or Cabela's you get price breaks from Manufacturers/suppliers.
 
I have been checking the EPPS website and others looking for a SIG-229R-40-DSE Elite Dark ,seeing how I wont order from the outfit that I purchased my last 3 pistols in 6 months from,and shipped me the BNIB SIG-226 that looks like it was used for holstering training school

I appreciate hearing peoples experiences with different sellers,not so much when things go perfect, but how do they handle the inevitable screw up,that will happen from time to time,when character or lack there of really becomes apparent

In the process of buying my new SIG on GB.com and using Prohet River to import it,talked to the online retailer that it looks like I will get it from ,and they are happy to really check the SIG over well before shipping it

Really not much different or risky than having an Ontario importer/retailer bring it in to Canada after a 8-10 week wait and selling it to me sight unseen, as new, when it looks like crap,then not willing to stand behind what they sell

Thanks for the heads up,maybe saved me from more frustration
 
It's a shame that we can't do cross border shopping with handguns. Dealers like this would certainly have to improve their customer service and stop charging full MSRP for everything. A dealer that doesn't represent the manufacturer on the customer's behalf is no dealer at all and should be reported to said manufacturer to have their dealer rights revoked!!! I would actually prefer people behind the counter to have less knowledge about firearms and more focus on customer service. Sadly most of the employees of these places are only there because they have no other skills. They stand there with an impatient look on their face while you are handling/inspecting a prospective purchase (like they've got something better to do).
What good is a Gun-Headed sales guy if he's not gonna assist you in getting your defective gun fixed that he sold you?

In my experience i have always more positive experience shopping online/phone than walking in and having to put up with the Zombie's attitude behind the counter. Wanstalls has been the best so far and because of it i bought 3 more times with them.
 
You can cross border shop,not saving any money ,as it is going to cost me the same for the SIG-229-40- Elite Dark to be imported ,however I can easily find the exact Pistol I am looking for , and not have to deal with people that have already screwed me over once

That certainly isnt important for every one,but for me, I will go to what ever lengths I have to ,to find what I want and find people to value my giving them my money,not like they are doing me a favour
 
Status
Not open for further replies.
Back
Top Bottom