Ellwood Epps customer service -- unhappy!

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Such a basic function that i would expect a pre-delivery inspection before shipping would have caught it. Surprising it even left the factory that way. Shame on both companies.
 
WW2GURU said:
Such a basic function that i would expect a pre-delivery inspection before shipping would have caught it. Surprising it even left the factory that way. Shame on both companies.
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Something just occurred to me:

We still don't know what's wrong with it- it might have been some kind of impact damage that occurred during shipping.

It maybe should have been caught at Epps, or maybe it happened between Epps and the OP's place.
 
Have not said anything so far but am now. I have been a epps customer as far back as I can remember and still am. They always get 1st crack at any new gun I purchase which last year from them was I think 6 so not a big player.
However went through almost the exact same crap as grouser did a few months ago when a gun arrived with issues the only difference is my shipping was 40.00 one way.
The issue was so obvious the dam shipper should have seen it since I did as soon as I took it out of the box. Harrier 45 who I assume is WES did nothing for me even though we have been dealing for many many years. In the end it was Kevin who took the time to work out a solution which for me was to send me the new parts and I would fix it my self which I did and said the hell with the warranty.That was my decision. Only difference from grousers experience was when I went back and looked at the original pics Matt?? sent me you could clearly see the damage before I even bought it, yet no one pulled it and had it fixed.
I say to epps now what I said to WES and Kevin then. Slow down boys and take an extra minute before you ship out a gun to make sure it is OK, especially to guys as far away as grouser and I who for me have been faithful customers and still are.We cannot take it back into the store if there is an issue.If you think we have to come to epps for old times sake we don't there are some other excellent dealers on this site also I have worked with and they show great promise. Enough said
 
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My experience with Epps has been positive also. I have never bought something there that required service. I am just very concerned about a BNIB product being shipped defective (this can happen) and then even suggesting that the buyer pays for shipping. I don't give a flying fcuk about the policy. If you sell me something that doesn't work or is defective on day 1, you absorb all expenses...period. After a couple of weeks usage, the shipping is my problem but new out of the box, no way!!!

I will buy a gun from Epps when they have shipping included in DOA product warranty in writing. It shouldn't have to be in writing but judging from this thread, I wouldn't have it any other way.
 
I just find it sad that it might have taken all of us to change their mind on a no brainer solution to be offered to the OP. Hopefully it was a lesson learned and the next guy won't have to do this all over again.
 
Harrier .45 said:
So by your claim it is fine for all of these forum members to voice their opinions and generate all this negativity toward Ellwood Epps, but it is not in our best interest as a company to explain our policies and procedures so that you may all understand the guidelines under which we operate? How very democratic of you.

My postings were made to inform all of our customers -- and all of those who have voiced their opinions on this matter -- of the processes that are undertaken. You may or may not agree with the statements I have made, and you may or may not wish to argue with the claims made herein (such as warranty transferability, etc) and that is certainly your right.

The policies under which Ellwood Epps conducts its business affairs are as I have outlined. We do take our customer service very seriously, despite several comments to the contrary posted on this board, which is why I responded to the thread in the first place. But unfortunately there will always be areas where the policy does not satisfy the customer's belief that they should be treated in any other fashion.

As posted by the OP, the matter has been settled to his satisfaction.

For those of you who have made a decision whether or not to continue shopping at Ellwood Epps, that decision is yours alone, but I do suggest that you take a look at the number of positive reviews that have been written about us on several other threads on these forums before you allow one incident to be the basis for your judgement.

Or better yet, perhaps you should visit our store or contact us directly and discuss your concerns.

There are always two sides to every story, after all. It is a pity that Easy believes we should not be able to voice our side.
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Thanks for giving us an explanation on your policies. After reading them I will shop elsewhere.

Dave
 
All in all I do think the cost for shipping should be compensated by the store in the form of a gift card. That way they know that the money they spend is going to come right back to their business and they aren't going to take a 100% loss.

There was a sarcastic comment earlier along the lines of the store paying for the persons gas to bring back the product. This year one of the people I work with purchased a lowrance HDS 7 from Cabelas in Winnipeg. They drove the three hours to get there, the three hours back, only to find that the product had been returned by someone and repacked in such a way it looked perfect from the outside. When turned on there was a track all around a couple lakes nearby and the unit definitely looked used. They drove back to Cabelas, spoke to the manager and they offered to give the HDS 8 for only $500 more and a $100 gift card to help compensate the cost of their gas having to go back and forth. My friend left happy and I can bet you anything there is no "Cabelas Customer Service --Unhappy!" thread from him which will cost them thousands in business by other consumers. It only takes one negative comment to start the snowball effect of ruining a business and I don't think that Epps gets that.
 
And on a second note, I think Epps might have lost its original vision of customer service when they started doing more and more of their business online and through the mail. Its no longer as difficult to keep its consumers happy so long as they know how to process credit card payments and put a shipping label on a box. CGN is an online community with a lot of technical know how, and shopping online is not new to many of us. Bringing a business onto a forum like this can make it or break it. Having a single thread with over 200 negative comments on the business is not good for business especially with all of the options consumers have now a days. I myself only shop at two stores, one in Underwood Ontario, and one in Oshawa Ontario and both stores are over 2.5 hours away from my home. Why? Its very rare to find places that have both good prices and no BS from their customer service.

I don't own a business nor will I probably ever, but I'd think that attracting and keeping repeat customers would be its number one priority. I wouldn't be surprised if this thread cost Epps thousands of dollars in future revenue and all for a $30 issue that could have been handled discreetly. Time to reevaluate your policies on this and similar issues that are causing some very easy sales to click on another CGN sponsor at the top of the page or google "canadian gun stores".
 
Harrier .45 said:
So by your claim it is fine for all of these forum members to voice their opinions and generate all this negativity toward Ellwood Epps, but it is not in our best interest as a company to explain our policies and procedures so that you may all understand the guidelines under which we operate? How very democratic of you.

My postings were made to inform all of our customers -- and all of those who have voiced their opinions on this matter -- of the processes that are undertaken. You may or may not agree with the statements I have made, and you may or may not wish to argue with the claims made herein (such as warranty transferability, etc) and that is certainly your right.

The policies under which Ellwood Epps conducts its business affairs are as I have outlined. We do take our customer service very seriously, despite several comments to the contrary posted on this board, which is why I responded to the thread in the first place. But unfortunately there will always be areas where the policy does not satisfy the customer's belief that they should be treated in any other fashion.

As posted by the OP, the matter has been settled to his satisfaction.

For those of you who have made a decision whether or not to continue shopping at Ellwood Epps, that decision is yours alone, but I do suggest that you take a look at the number of positive reviews that have been written about us on several other threads on these forums before you allow one incident to be the basis for your judgement.

Or better yet, perhaps you should visit our store or contact us directly and discuss your concerns.

There are always two sides to every story, after all. It is a pity that Easy believes we should not be able to voice our side.
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It is very clear to me Harrier 45 that you indeed do NOT take customer service very seriously as if you did this topic would have been one of praise instead of one of disapointment in how you handled a problem. In fact you only acted when you finally realized you had to do something to try and control the damage that you have done to your store. Also I might add that it took an awful lot of damage before you finally woke up.

Graydog
 
I agree with saying that epps is getting lazy. I've stopped dealing with them because and i have whined about it in other posts , but all of the employees that i have seen have been ducking me and other customers. Really frustrating so i have now taken my business to shops that actually care.

It sucks because i really want to deal with Epps , but it seems like my business is a burden to them everytime i show up. I understand the store is busy , but if any of them decided to actually deal with me instead of ducking me and hiding in the gun room then i would go there.

I think that they think they are the only game in town and that they have so much volume of business that they don't need to add that finishing touch to the customer. very frustrating.
 
what a nightmare of a thread. kinda gross to see a guy from epps listing their policies thinking that absolves them of the issue.
 
Well, well, well...i was wondering when Epps was going to take it up the backside for #### service. My first purchase was my last. There's something special when a store's policy seems to overrule basic friendly customer service and most of all manners. Instead of apologizing for a quality issue i had, i was just outright lied to... these guys will lose tons of dough for poor service because of negative threads like this.
 
I've been there twice

I've been there twice, and both times I felt like they were doing me a favour. The first time I was interested in some used Saur Royal SxSs they had, and I mentioned I saw them listed on line and the guy said, "what was the stock number", I said "don't remember, I was passing by on business and thought I'd see them in person", to which he said "well it would help if you'd write things down so I don't have to look them up"...didn't feel like buying one that day. The second time was similar in terms of how they spoke to you behind the counter.

Nice store though, lots of accessories too. They painted it camo now too and it looks cool from the road.
 
ive emailed epps a couple times about guns listed on their site (just like it says to right on their site, confirm the gun is still there ect) and every email i got back was worded in such a way that it gave the feeling that they were annoyed that i asked them the questions their website specifically tells me to ask. i shop elsewhere now
 
Harrier .45 said:
So by your claim it is fine for all of these forum members to voice their opinions and generate all this negativity toward Ellwood Epps, but it is not in our best interest as a company to explain our policies and procedures so that you may all understand the guidelines under which we operate? How very democratic of you. ....
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"Better to remain silent and be thought a fool than to speak out and remove all doubt."

-- Abraham Lincoln
 
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