First and last dealing with Marstar!

[pontcanna]

I'm not aware that Marstar guarantees shipping within a certain time-frame. They may be slower than some, but in my limited dealings with the firm I've been satisfied with the delivery, packaging and price. John is old-school and his replies are entertaining, but I feel some guilt that we collectively set him up for this (especially as this thread gathered momentum while he was out of country). The firearms business is unique and is populated by a wide variety of true characters, some of whom can be exasperating/uncompromising/socially awkward (just like a lot of CGN'ers in general). I think we'd lose something if everything was completely efficient and soulless.

 

[Shooter1of38]

Here's a shocker....the customer is not always right. Learn that and deal with it.


If running a business were easy, everyone would do it. Reality is, few attempt it, and few of the ones that do, succeed.

If any of you whiny pricks came into my business spouting off like you are here, you would be shown the door.

And I wouldn't lose sleep over losing business from the supposed big spenders....


comparing a Canadian firearms business to Amazon in terms of shipping times? Were you dropped as a child?

 

[Corry]

John, reading through these threads makes me really happy I left retail... the constant #####ing an moaning from customers I don't miss. I think given the great holiday prices and volume of orders you must have had to produce then add the fact that this clown orders on a friday then #####es only a little more than a week later that he hasn't got his order is crazy.

I have yet to place an order from you but you can count on that I will and this whinny crap here won't affect my opinion of your business one bit... oh and I'd be ordering today if you had any NP22s in stock... any ETA?


To the #####ers and moaners... if you want great prices during the holidays expect some delays in processing as part of your great savings...otherwise go elsewhere pay full price and then cry... get a life

 

[bcbravo2zero]

The fact that you can speak this way to customers (potential or current) and stay in business is what's completely puzzling about the firearms industry. We as the consumers must be complete idiots or utterly desperate for retailers. You've certainly made my mind up about ordering from Marstar again John. You may have done a fair amount of pioneering, or something or another of relevance in your time for firearm owners in Canada, but some tastes just can't be washed out of a mouth. Don't bother answering, I already know you don't give a fu¢k.

Hmmm, I don't know.
I'm self-employed. I work in a client-centered business. My partners and I have about 30 employees. If someone attacked my business in a public forum like this...attacked the way I make a living, support my family and pay my bills, I would fire back too. In this case, given the context of Marstar's xmas break + shot show, it seems like the "delay" was reasonable in all of the circumstances.

 

[ColdBlueMan]

The fact that you can speak this way to customers (potential or current) and stay in business is what's completely puzzling about the firearms industry. We as the consumers must be complete idiots or utterly desperate for retailers. You've certainly made my mind up about ordering from Marstar again John. You may have done a fair amount of pioneering, or something or another of relevance in your time for firearm owners in Canada, but some tastes just can't be washed out of a mouth. Don't bother answering, I already know you don't give a fu¢k.

100% in agreement with you TT_270wsm

 

[One Lung Wonder]

Well I am sorry but I am in the same boat, I tried to place an order with these guys a year ago and got the run around too! I am glad I didn't give them any money. Maybe they have cleaned things up or are under new management but for me it's just too late. I have at least a half dozen suppliers I am on good terms with, who will take my money and ship an order the second they are able to do so - and it doesn't even take a hand shake to deal with 'em - a quick phone call and your payment info is all they need to do business. Chit happens to all of us but when it happens to my suppliers and affects me, I expect them to have the decency to let me know and keep me in the loop as a professional courtesy.

Then again, maybe it is just me, my bad breath and BO or something. Some of the reputable fellas here have had good luck with these guys, so who knows? I will not recommend them but that is just me.

 

[ColdBlueMan]

Here's a shocker....the customer is not always right. Learn that and deal with it.


If running a business were easy, everyone would do it. Reality is, few attempt it, and few of the ones that do, succeed.

If any of you whiny pricks came into my business spouting off like you are here, you would be shown the door.

And I wouldn't lose sleep over losing business from the supposed big spenders....


comparing a Canadian firearms business to Amazon in terms of shipping times? Were you dropped as a child?

Your customer is always right. A company’s customer that is besmirched ridiculed and attacked ceases to be their customer. Those that are “wrong” become someone else’s customer either by choice or they are “shown the door”. A smart businessman or businesswomen can rectify most grievances. Marstar’s customers and customer complaints are no different than any other company. Yet Marstar threads remain active much longer. Why?

Side Note: Those that think waaaambulance is funny are f’n idiots.

 

[Shooter1of38]

Your customer is always right. A company’s customer that is besmirched ridiculed and attacked ceases to be their customer. Those that are “wrong” become someone else’s customer either by choice or they are “shown the door”. A smart businessman or businesswomen can rectify most grievances. Marstar’s customers and customer complaints are no different than any other company. Yet Marstar threads remain active much longer. Why?

Side Note: Those that think waaaambulance is funny are f’n idiots.

Yes. Most, not all. Therefore, the customers is not always right, just as you logic dictates.

It's just my opinion (and experience)...I have clients that have spent hundreds of thousands of dollars with me, show more poise and patience in the face of delays, back orders, etc than the ones who ask a hundred questions, kick tires beg for a price match and then spend under $5k.

Then after the sale, the latter requires more hand holding, codling and baby sitting....


you can't please all people all the time. Some of the best customers/sales I've ever had were the ones I was smart enough not to do business with. Lots of good clients out there, no need to waste time with the bad ones.


And.....the Wambulance is f'n awesome....and its presence is needed in this thread.

 

[BCshooterFMJ]

#### man, I still have not spent a single dime at Marstar and they have answered all my e-mail promptly and you know how when you ask three questions in an e mail to an online store, usually only one gets answered. Never with Marstar, John has always answered all and any questions I have ever asked , if they ever have a product I want, I will not hesitate to pull the trigger.

 

[ColdBlueMan]

I think you missed the point. I did not say the customer was right. I said, or intended to say, that they are no longer your customer.

 

[desporterizer]

Honestly, the longer you deal with the public, the more idiots you come across, and it lower your tolerance for said idiots. Sometimes, you unfairly assume someone is an idiot, because they take a similar direction that a previous idiot did. It's part of being human. We judge based on our previous experiences, right or wrong. By the time you get old, you either get away from people, spend a lot of your time apologizing, or don't give a d4mn. Then you come across as an old bitter bast4rd, but luckily, you don't care.

I want this for my sig line!

 

[TT_270wsm]

In this case, given the context of Marstar's xmas break + shot show, it seems like the "delay" was reasonable in all of the circumstances.

I don't disagree one bit. In my irrelevant opinion, putting up a notice (whether by e-mail, on the home page of their site or both) to expect longer than usual delays for that short amount of time would curb most all irrational expectations of fast delivery. If anyone complains after this fair warning, then it's not rational and you shouldn't be too concerned, tell them what they want to hear to keep them happy or carry on with life. I'm also not defending the OP in this situation, his/her actions were a bit rash. However all this drama could reasonably have been prevented with a simple notice, especially in a situation like this where the increase in volume was clearly expected.

All I can say is that in my industry (foodservice), if someone expected an order in a fixed amount of time, in which they receive week after week, and on a busy night they were not quoted for extra time and received it in double the expected time frame, and my response to their concerns mirrored those of Marstar, I would no longer be in business. I never said that the industries were the same, only that I find it puzzling, and clearly my knowledge of service is much more limited than I thought. Take it FWIW, $.02 rounded down.

Don't expect customers to be aware of your situation. To expect them to understand/anticipate/care that longer than usual wait times would result from that time of year combined with a tradeshow without notifying them is either naive or willfully ignorant.

Alternate situation 1

I placed a $1400 order with on January 3rd. I received a bunch of repetitive 'confirmation' emails which never mentioned anything about shipping times etc.

I didn't hear anything from them so I called in today, 2 weeks later, to be told that my package will be 'rushed' out for shipping on Friday.

Etc etc etc

As per the notice on our home page AND the notification e-mail sent out with all orders this week, customers were notified to expect longer than usual delays until further notice. If you are on a strict time frame or are unsatisfied with the service provided, and the order has not shipped, we will gladly cancel and refund the order.

Thread Closed. Whiners on strike. Sarcastic responses omitted. Imagine that?

But, what do I know.

 

[Shooter1of38]

I think you missed the point. I did not say the customer was right. I said, or intended to say, that they are no longer your customer.

And you you missed my point. I no longer want them as a customer. Not enough hours in a day to hand hold.

The fact that they are someone else's customer is a win for me. Let them be a time vampire to my competition....

 

[Deckard]

While we are at it the use of UPS is full-on fail. They only come during the day so you have to arrive at the UPS depot in person. I hesitate to order again based on this. Is Canada Post an option? If so I'm back into the game.

 

[Snapshot]

And you you missed my point. I no longer want them as a customer. Not enough hours in a day to hand hold.

The fact that they are someone else's customer is a win for me. Let them be a time vampire to my competition....

This. Because unfortunately a customer can easily be much more trouble than they are worth. There are only so many hours in the day and time spent with a problem customer can not only absorb any profit that might come from their business but it is also time that can't be spent on multiple good customers.

 

[johnone]

Well I am sorry but I am in the same boat, I tried to place an order with these guys a year ago and got the run around too! I am glad I didn't give them any money. Maybe they have cleaned things up or are under new management but for me it's just too late. I have at least a half dozen suppliers I am on good terms with, who will take my money and ship an order the second they are able to do so - and it doesn't even take a hand shake to deal with 'em - a quick phone call and your payment info is all they need to do business. Chit happens to all of us but when it happens to my suppliers and affects me, I expect them to have the decency to let me know and keep me in the loop as a professional courtesy.

Then again, maybe it is just me, my bad breath and BO or something. Some of the reputable fellas here have had good luck with these guys, so who knows? I will not recommend them but that is just me.

You say you are happy you did not give us money, you imply we would take funds and not deliver ?? I would challenge you to provide one single example of this, please check out our policies before making unfounded ill conceived statements.... John

 

[Snapshot]

While we are at it the use of UPS is full-on fail. They only come during the day so you have to arrive at the UPS depot in person. I hesitate to order again based on this. Is Canada Post an option? If so I'm back into the game.

I prefer to avoid UPS but my understanding is that their rates and infrastructure are much better than Canada Post and other carriers from the viewpoint of large shippers.

UPS is also trying to improve their residential service and there are some provisions for leaving items at other places. Obviously this would not apply to certain types of shipments.

In my own situation I was advised that on coming home to a delivery notice I can intercept the driver near the end of his day at a nearby UPS store and claim my package from him in person, rather than make my way to the UPS depot to pick it up. This has worked several times when I arrived home in time to get to the intercept location.

Snapshot

 

[Norincodude]

Johnone - Just a quick thank you. My dad ordered me a musket from Marstar last October for my 50th birthday. He phoned them up three days before my birthday and the musket showed up on my birthday. Now granted I live in Ottawa and it wasn't all that far but that's fast. It really didn't matter to me if it would have taken two or three weeks - it's a hobby fer chrissakes! But it did matter to my dad who wanted it to arrive on my birthday and for that I appreciate that they put a little extra effort in meeting the customer's needs.
So thanks John and staff!

 

[bobbynewmark]

as an off topic aside.... I often wonder on CGN how a thread that is a direct rant against a vendor gets to go on for 26 pages and several hundred posts, yet when I go to all the trouble of posting a much more muted rant thread I am shut down in four pages?? And I never even named the vendor!! LOL

What am I doing wrong or right depending on your perspective.. Maybe I am being to vague with my vitriol???

life is surely a mystery

 

[Shooter1of38]

as an off topic aside.... I often wonder on CGN how a thread that is a direct rant against a vendor gets to go on for 26 pages and several hundred posts, yet when I go to all the trouble of posting a much more muted rant thread I am shut down in four pages?? And I never even named the vendor!! LOL

What am I doing wrong or right depending on your perspective.. Maybe I am being to vague with my vitriol???

life is surely a mystery

Are you for real???
You were told in your locked thread what you were doing wrong.....

from Steppenwolf

"http://www.canadiangunnutz.com/forum...feedback_rules

Op if you have a problem with a business member start a thread about it in their forum."

you do realize where this particular thread is, don't you? In Marstar's forum

aka...don't clutter up general discussions with whining


and now, a long overdue....