Ellwood Epps client service SUCKS for me!

Harrier .45 said:
As per the posting listed on our website and noted in a response I wrote above, our new policy (one that goes hand-in-hand with the new website that we will be rolling in out in short order) does not allow for holds. All sales are immediate. This was the vein of the issue with the OP. If a gun is now listed as Sold on our website, it is sold, not on hold.

The problem is, this issue is split nearly 50/50 among out buyers, as some people almost demand a hold on a firearm when they are travelling from what they determine to be a long distance (Toronto or Mississauga . . . really?) and do not want to waste the trip only to find that the firearm they were seeking has already been sold when they arrive at our store.

I'm afraid there is just no winning on this matter, and so we dropped the holds entirely.
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Glad to hear the hold situation has been abolished, now when I phone to buy a gun and it does not have sold on it, then I know its mine, great decision Wes, cheer from Dale at GMK Armouries!
 
being in Alberta, and having bought several Firearms from Epps just on a verbal description, I am very pleased with them and recommend them highly. They , like Tradex seem to grade their used guns condition very conservatively.

I just bought a S&W Model 38 Airweight from them yesterday, and I am looking forward to it.
 
I hear nothing but the best, however im crossing over 3 months now, on a part that was supposed to be in stock, a barrel for the most common shotgun in the world.

They communicate well mind you, but 3+ months for an 870 barrel however :(
 
I find they are like the leafs, always popular so no need to improve. I bought a glock 21sf from them. I tried to buy an m&p as well. There are three reasons to shop somewhere; price, quality and service. Price was good, quality was perfect...so why would I never buy another gun there?
 
Nothing but positive experiences myself with Epps. I've spent many times there tire-kicking, was humoured respectfully every time, and have purchased 2 guns from them since. Very pleased with them, will definitely return there when they have what I want. Prices seem reasonable to me also, definitely not over-priced on anything that I've shopped for. :confused:

I can see how I would be frustrated discovering that a firearm I purchased was faulty months down the line, but you have to look at it from their perspective. Someone buys a used firearm, shoots 1,000's of rounds from it over the course of 3 months and then something goes wrong, would the retailer be expected to cover any damage at that point? How would you prove where the fault lies? A line has to be drawn somewhere for everyone, and there will always be that 1% of cases that will deservedly not agree with it and will suffer through no fault of their own such mishaps, which is unfortunate. But it's business, and you can't please everyone every time. The internet just happens to give more voice to the whiners, as is exemplified by this thread.

That being said, I wouldn't buy a new let alone used firearm during a time of year that I couldn't go out and shoot it as soon as practically possible to make sure I was pleased with it, and to do so seems irresponsible. Would you buy a snowblower from Canadian Tire in the spring and not start it until the winter knowing their return policy? How about a used one somewhere? It seems to me that extraordinary extensions of courtesy are being expected from this retailer, or at the least this type of retailer.

I'll tell you that the hundreds of customers that go through that store every day walk out a hell of a lot more pleased with service then the thousands walking out of Bass Pro or any big retailer. I know I won't shop at my local gunsmith/firearms dealer, and Epps is a 2 1/2 hour drive for me. Oh, and the service on the phone does suck, I would much rather walk in.

canadaman30, the experience you described is bulls**t, and I am shocked to hear that of them. I hope for their sake there was more to the story then that, but that is definitely something that I would take seriously. Sorry to hear that...

Holding of merchandise update seems well justified Harrier, good on you guys, though the number thing would be welcomed for sure. I think OP is over-reacting just a little bit over this...
 
I have bought a fair number of firearms and other items from them. Some were purchased over the phone, some from pictures, and some when I drove to their store. I have been to their store often and waited for service, I have also waited a few days for an e-mail reply, and also have called several times to get through and put on hold. I have never had a problem but those I know that have were taken care of.
They are a busy place and I am sure they do well. You cannot expect perfect customer service from a store that busy. Go in there on a Saturday and you will see what I mean. I have gone in on a Tuesday morning and received the best service when the place is empty. We have walked out before when it’s busy, what can you do. Also rating that many firearms you have to expect a mistake here and there.
I will continue to shop and buy product their as they are the best in the area for selection and price. If you want better service contact them or go there in the off hours. I have been treated worse at places I spent more money like a vehicle dealership, ATV or snowmobile shop, boat shop, etc.
 
I was in Epps last Friday afternoon for the very first time, very busy place, spent over an hour with them looking at handguns. Kevin and Paul were great to speak with and very patient with my many questions, will most likely purchase from them in the very near future. Overall I was very impressed with the service I received, looking forward to going back again.
 
I've done 3 mail order deals with Epps, and they were great. One gun came w/ faulty mag and they shipped me another right away. Will buy from them again. :)
 
Harrier .45 said:
As I mentioned in our private E-mail conversations, this occurs far more often than you might choose to believe. Ask any of our regular patrons who have been in the gun room when a customer is looking at a firearm and a telephone call comes in for the very same item --- or two customers arrive independently to view (and presumably purchase) the same gun.
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^^^THIS^^^^

I drive past Epps every day, so I always deal in person and more than once I have literally been handling a gun at the counter when a call comes in from someone looking to purchase it.

People need to realize that Epps is incredibly busy. The gun room more often than not is wall to wall customers. If you have never been there when they are smoking busy, then there is no way that you could have any idea of how crazy it can be. Despite everyone's best efforts, when you are dealing with that kind of volume, there will be f*ck-ups. Details get missed, orders get forgotten, guns get sold twice over, etc. The guys staffing the gun counter are only human after all, not all-knowing and omnipotent beings like oh-so-many of the posters in threads like this one.

FWIW, I have always had nothing but positive experiences when dealing with Epps and I will continue to shop there.
 
I wonder if their service going downhill has anything to do with the accident that occured there last year. I know the gun owner screwed up pretty bad but it is a heck of a shock when something like that happens. Weird things can effect ones thinking and service level after a sudden shock.
 
Blueglass said:
I wonder if their service going downhill has anything to do with the accident that occured there last year. I know the gun owner screwed up pretty bad but it is a heck of a shock when something like that happens. Weird things can effect ones thinking and service level after a sudden shock.
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Drop more knowledge, less innuendo. :rolleyes:
 
Harrier .45 said:
I've been pushing for that sort of system for about 3 years now, but the management keeps arguing that it is impractical, citing an individual that might end up waiting in line for 30 minutes or more while customers ahead of them are looking at guns, when all they need is a box of ammunition.

To that I have been countering that we should have a full-time person working at the reloading counter to address just those customers.
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Maybe a better solution would be to have a ammo/parts/accessories line up in the gun basement

A full time person upstairs at the counter would be great also, or at least a call button so someone could come up quick.

It is a good store, but space is severely cramped and accessories upstairs can be hard to find. I email before coming down to see what is in stock, I usually get a reply from kevin within 24 hours, but often within a few hours
 
My first hand gun purchase was the same as the original poster, I called to get a total and tracking # and my gun was sold just before I bought it. I was then informed that it was out of stock and they were just going to send me another one as soon as they come in. About 2 weeks later I got tracking info and my new gun was on its way......to the wrong address. When it finally showed up, it was the wrong caliber and had to be returned. In the end, they got me the correct gun, and remburssed me for all of the shipping charges.

I requested that they correct my shipping address and the lady in accounting fixed it.

a month later I order a used hand gun and while talking to the guy, I asked him to read off my address, it was the incorrect address. When I asked what the ####, he said the accounting system is not the same as the gun room system, so now both are up to date. This gun showed up in record time, like 2 or 3 days.

I just purchased my 3rd hand gun in as many months and I ordered it Monday, it was attempted to bhe delivered today, with free shipping thanks to Wes the owner, I had asked if they would cover shipping since it was my 3rd purchase in the last 2 or 3 months, he said no problem.

Now come to early this morning, a co worker ordered a hunting rifle, left handed, stainless, it showed up here at work in 2 days, BUT its not the stainless model he ordered. I really hope my 1911 is the stainless one I ordered LOL.

All in all, #### happenes, and I think they move a TON of hardware there, so mistakes happen, they suck YES, but they still happen.

I'll continue to shop there for now, nothing has been so bad so far that I would completely write them off.

Just my 2 cents....
 
Bought a gun from EPPS and had a very nice experience. Price was great, CS was great and shipping was fast (48 hrs after CFO approval I had it delivered to my doorstep w/signature req.)
 
Epps may not be able to live up to the "extremely high standards" some of the members here claim to uphold ... ;)

I am dealing with Epps since quite a few years, shipping was fast and their service was very professional.

I am always looking forward to visit them in the summer, when I go on motorcycle rides around lake Simcoe.


:)
 
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