my RANT about Epp's service!!

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mullet maniac said:


Yes, it was a new gun. If youur descriptions on new firearms come straight off the distributor's invoices, and you have seen several inconsistencies and outright errors with regard to barrel length, as well as other options, from time to time, then I would suggest you take steps to correct the problem rather that saying "Hey look, it's not our fault, its our distributors so too bad for you, Mr. Consumer."

Even if it is the distributors fault, clearly your business is the one taking the fall for it, so no, finger pointing will not suffice.

All i'm saying is, YOU need to ensure accuracy between described items and actual items. If I see a description of a puppy on your website, and I order that puppy, but your distributors sent you kittens so you sell me a kitten instead, I'm not likely to be very happy about it.

**Particularly when I emailed my concerns and got a response that boiled down to "mistakes happen, those wacky distributors, hope you can be happy with what we did send you."

communication issues - I do see improvement and potential. Communications by phone and by email were prompt, up until I mentioned an option to you for a specific remedy.


(-1)... the score is now 4-2 for Epp's vs. The Ugly Side Of Online Ordering
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No person at Epps would have stated "We hope you can be happy with what we sent you." Was no option to correct the issue extended to you? If not, and you are not satisfied with this rifle, please contact me directly at info@ellwoodepps.com, and I will investigate the possibilities open to correcting this issue.

We acknowledge that mistakes do occur from time to time -- both on our end and from distributors. This will happen in ANY business. And yes, we do make every effort to ensure accuracy in our postings, but there are times when the sheer volume of incoming and outgoing guns does not allow us to do a complete inspection on every firearm. With that volume in mind, we regularly take the distributor's description at face value, however, as noted, errors do occur on all sides of any transaction.
 
2bad4u2 said:
In today's technological age, how hard would it be to get a company "smart phone" take the bloody pictures and e-mail them off to the perspective buyer? For God's sakes, the staff doesn't even need to download the pictures from a camera anymore.

The who thing can be done in a few minutes time without any serious work interruption for the staff.
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X 2

Most plans today have unlimited picture messaging included, very easy.
 
EPPs

Ok lets pick on another store. Is Epps the only gun dealer in Ontario?
#### HAPPENS people lighten up

IMAT :stirthepot2:
 
Harrier .45 said:
No person at Epps would have stated "We hope you can be happy with what we sent you." Was no option to correct the issue extended to you? If not, and you are not satisfied with this rifle, please contact me directly at info@ellwoodepps.com, and I will investigate the possibilities open to correcting this issue.

We acknowledge that mistakes do occur from time to time -- both on our end and from distributors. This will happen in ANY business. And yes, we do make every effort to ensure accuracy in our postings, but there are times when the sheer volume of incoming and outgoing guns does not allow us to do a complete inspection on every firearm. With that volume in mind, we regularly take the distributor's description at face value, however, as noted, errors do occur on all sides of any transaction.
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Thank you for the offer to email you directly. I have already done so yesterday, with a suggested remedy. I await your response, and thank you for your continued communication.
 
2bad4u2 said:
In today's technological age, how hard would it be to get a company "smart phone" take the bloody pictures and e-mail them off to the perspective buyer? For God's sakes, the staff doesn't even need to download the pictures from a camera anymore.

The who thing can be done in a few minutes time without any serious work interruption for the staff.
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They are busy taking (my) ORDERS :D

Just joking (kind of). If in between the 3-5 emails and 2-3 phone calls and asking for pictures type of people, there are other folks actually in the store with their wallets, and on the phone with their credit card, because they have done their research ahead of time ... which would you focus on if it was YOUR paycheck?

If you bought from them before, and are a proven customer, and want that 3rd rifle this month - but only if the grain is JUST right on the stock I'm sure they would send you a picture no problem being a proven customer.

Too many tire kickers out there ruin it if you are a serious purchaser but seem to be browsing.

It's very easy to say "I didn't get my picture or my answer in 0 seconds so I'm never buying there" ... but can you show me where you eventually bought your rifle? I give the whiners a week :D Otherwise you all ARE a tire kickers :)

P.S. not directed at you 2bad4u it is for all the tire kickers out there who waste time shopping for 2 years and don't buy anything.
 
JasonP said:
They are busy taking (my) ORDERS :D

Just joking (kind of). If in between the 3-5 emails and 2-3 phone calls and asking for pictures type of people, there are other folks actually in the store with their wallets, and on the phone with their credit card, because they have done their research ahead of time ... which would you focus on if it was YOUR paycheck?

If you bought from them before, and are a proven customer, and want that 3rd rifle this month - but only if the grain is JUST right on the stock I'm sure they would send you a picture no problem being a proven customer.

Too many tire kickers out there ruin it if you are a serious purchaser but seem to be browsing.

It's very easy to say "I didn't get my picture or my answer in 0 seconds so I'm never buying there" ... but can you show me where you eventually bought your rifle? I give the whiners a week :D Otherwise you all ARE a tire kickers :)

P.S. not directed at you 2bad4u it is for all the tire kickers out there who waste time shopping for 2 years and don't buy anything.
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I've been waiting for pictures for eight days. How am I supposed to "do my research" on a used gun with a 15 word description? I can't even get a guy on the phone to describe the gun to me. I do agree though that there are alot of tire kickers asking for pics of NIB guns that clog up their email. It delays them responding to emails of people like me who are actually interested in buying a used gun but just need to see pics. Kind of frustrating but understandable.
 
I believe there is a technological solution - For example, you can have a company "ipad ". Use the ipad to slap a picture and email the pic directly. All can be done in a minute. It is annoying to take pictures because you have to take a picture with a camera and download it. It is a lot of hassle, andtherefore people drag and dread it by trying to do couple of requests at the same time, which means it never happens on a timely basis. A tablet or even a smartphone with a good camera will save a lot of time and make the employees much more motivated to get things done.

Too bad not everyone has "facetime" - I can see the future of online retailing with a skype video call or similar technology.
 
lilsurfer said:
I've been waiting for pictures for eight days. How am I supposed to "do my research" on a used gun with a 15 word description? I can't even get a guy on the phone to describe the gun to me. I do agree though that there are alot of tire kickers asking for pics of NIB guns that clog up their email. It delays them responding to emails of people like me who are actually interested in buying a used gun but just need to see pics. Kind of frustrating but understandable.
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I agree for special and used items you would need a picture. I hadn't thought of that aspect completely. Sorry I was only thinking about new stuff.

Also to consider - spam filters, junk mail, etc. losing emails both directions.

Good luck in your search I hope you do get your pics!
 
My experience with Ellwood Epps has been very positive. They've been great over the years and theirs is one of the websites that I visit regularly to see just what sort of gems might be sitting in their "used guns" listings.

If the rest of Canada's independent gun stores worked at being as professional as Epps, it would be an improvement.

Are they perfect? Of course not, but they're pretty darned good and will continue to get my business.
 
scianna54 said:
I fully understand that position not offering discounts for cash payments, however, many CGN sponsors are doing it now, offering 3 % discount for EMT payments.
.
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Thats only because they have had there CC service taken a way from them.
For those that dont know, many banks charge you to deposit cash, cash is not allways a good thing to have in a store.
Having 20k in cash as the end of the day is along more to deal with then hitting send on you POS machine for visa and debit.
Anyone as busy as epps would im sure much reather pay the 0.68% for visa and MC then take cash.
bbb
 
greentips said:
I believe there is a technological solution - For example, you can have a company "ipad ". Use the ipad to slap a picture and email the pic directly. All can be done in a minute. It is annoying to take pictures because you have to take a picture with a camera and download it. It is a lot of hassle, andtherefore people drag and dread it by trying to do couple of requests at the same time, which means it never happens on a timely basis. A tablet or even a smartphone with a good camera will save a lot of time and make the employees much more motivated to get things done.

Too bad not everyone has "facetime" - I can see the future of online retailing with a skype video call or similar technology.
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You hit the nail on the head there. Tablets are a nice easy way to upload photos and one of the best tools for people in sales departments.
 
Nothing but positivity from me so far. Put in an order for a CZ yesterday, all through email.

Emailed to check stock - reply literally within 10 minutes. Filled out order form and sent it in - CC was charged and transfer initiated within 30 minutes. Now that is fast!
 
right on FF58, hope the rest of the transaction goes just as smoothly.

update on the score of Epp's vs. T.U.S.O.O.O. (the ugly side of ordering online) : with the score 4-2 in their favour, Epp's was assessed a 2 minute penalty for delay of game. Happily, they did manage to negotiate a solution to my concerns, and were able to kill the penalty without difficulty.

All that remains is to see how they execute 'our' solution and what exactly they decided to send me.
 
IMAT said:
Ok lets pick on another store. Is Epps the only gun dealer in Ontario?
s**t HAPPENS people lighten up

IMAT :stirthepot2:
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I could be wrong, but I don't have the impression anyone is "picking on" Ellwood Epps Ltd.

This kind of thread gives retailers a chance to demonstrate their attitude to customer service, as well as allowing those who have had positive experiences to recount them.

Personally I notice an improvement already over the last thread.;)

And I applaud it.
 
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lilsurfer said:
I've been waiting for pictures of a gun for a week now. Three emails and three phone calls and I can't even get an employee to describe the gun to me. I asked one employee "do you have the gun in front of you?" He says "no...it's behind me." I said "Can you turn around?" He turns around, says he can't find it. I ask him to look for it and he says he doesn't know where it could be. So I hang up. Phoned back twice and nobody could describe it to me. The only thing keeping them from a sale is me seeing a picture of this gun or having it described to me and they can't even do that. I'm ready to drop hundreds or maybe even thousands of dollars at your store and you can't give me the time of day...you musn't want my business too badly. It continues to shock me that people praise these people. I have felt more appreciated as a customer through a voicebox in a Tim Horton's drive through.
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I work in a gun shop. They tend to get busy. Really f^&%'n busy actually. In a room behind me there are X # of guns. Many shelves. When I usually have 3-8 people standing in front of me, wanting to physically see a gun, I look after them. They were the ones that DROVE, sometimes quite a distance to SEE what they were potentially paying for. I don't concern myself with someone with a sense of entitlement who wants me to tell them, OVER THE PHONE, WHAT A GUN LOOKS LIKE. Get a life or off your ass.
 
Crack said:
I work in a gun shop. They tend to get busy. Really f^&%'n busy actually. In a room behind me there are X # of guns. Many shelves. When I usually have 3-8 people standing in front of me, wanting to physically see a gun, I look after them. They were the ones that DROVE, sometimes quite a distance to SEE what they were potentially paying for. I don't concern myself with someone with a sense of entitlement who wants me to tell them, OVER THE PHONE, WHAT A GUN LOOKS LIKE. Get a life or off your ass.
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Then why the hell would they have a website?:bangHead: In this day and age only catering to the people directly in front of you will only lead to your demise as your competitors who understand customer service rolls over you.
 
Crack said:
I work in a gun shop. They tend to get busy. Really f^&%'n busy actually. In a room behind me there are X # of guns. Many shelves. When I usually have 3-8 people standing in front of me, wanting to physically see a gun, I look after them. They were the ones that DROVE, sometimes quite a distance to SEE what they were potentially paying for. I don't concern myself with someone with a sense of entitlement who wants me to tell them, OVER THE PHONE, WHAT A GUN LOOKS LIKE. Get a life or off your ass.
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I have seen, over and over again here on CGN, complaints that go along the lines of "...yadda yadda yadda, i went into (or called, or telepathically contacted) so-and-so shop, and they were really condescending, and acted like they were doing me a favour..."

This sort of sounds like the other side of that coin. "You come in here and I'll help ya. But you try using that phone thingy, and I won't even concern myself with you, your questions, your business, your dollars".

Wow.

and, sense of entitlement?? Maybe, maybe not. But you'd be doing yourself a real disservice (and also your business and your boss) by confusing a "sense of entitlement" with "I worked my ass for for my paycheque, so I expect reasonable answers to realistic questions".

Finally -
In maintaining the integrity of the original theme of this thread, perhaps now might be a good time to point out that I am extremely happy Epp's extended me some professional courtesy, and didn't treat me like a second class untouchable just because I used the phone.
 
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