The Shooting Edge - Customer service review

[Yukoner89]

Interesting follow up by the OP

It actually got worse not better.

They did eventually refund my money but I have only once met such a useless and RUDE front desk girl. She must be related to someone because I can't see any business keeping her around otherwise. I literally don't have enough BAD things to say about her. My experience was bad enough that I'm still looking for a few items that TSE had in stock for months and just couldn't shake the feeling that dealing with these people has left me.

I could name 7 businesses on here that I would not hesitate to order from (again) and perhaps more soon but unfortunately due to rude front desk girls, sales staff who don't call back after 5+ phone calls in 3+ weeks and a general "it's not my problem" attitude, I would never recommend ordering from them again.

By the way TSE... My case showed up COVERED in some type of shampoo or lotion 6+ weeks after I first placed the order.

[TSE JR]

It actually got worse not better.

They did eventually refund my money but I have only once met such a useless and RUDE front desk girl. She must be related to someone because I can't see any business keeping her around otherwise. I literally don't have enough BAD things to say about her. My experience was bad enough that I'm still looking for a few items that TSE had in stock for months and just couldn't shake the feeling that dealing with these people has left me.

I could name 7 businesses on here that I would not hesitate to order from (again) and perhaps more soon but unfortunately due to rude front desk girls, sales staff who don't call back after 5+ phone calls in 3+ weeks and a general "it's not my problem" attitude, I would never recommend ordering from them again.

By the way TSE... My case showed up COVERED in some type of shampoo or lotion 6+ weeks after I first placed the order.

I realize that my company is the current one to be hated on on CGN, but if you are going to post crap.... expect to be called out!

Dear Yukoner89,

This is definitely one of those times where the customer is NOT always right.

The reason you had a negative experience with our receptionist is firstly because you were being unreasonable and then you became extremely abusive. You are lucky that I did not find out about your bullying behavior at that time as I would have simply refunded your monies for the purchase and ceased business dealings with you immediately. NO one has the right to treat the wonderful ladies we have here the way you did. If you were in the store and spoke to my staff that way and I witnessed it, I would have personally escorted you out the door.

Secondly: The issues with the delivery stems from our shipping companies not being able to transport ammunition to you. This again, has nothing to do with us and we were not made aware of the changes until after the problems with your shipment came to light. We did not ignore you as you have stated. It took time to find a way to honour the delivery. Many other companies would have ceased trying, but my guys did everything they could and finally found a solution. But instead of being happy with a solution, you just had to jump and post half truths on here to embarrass us.

Thirdly, one of the key initial delays stemmed from you not using your own credit card to pay for the product. With different ship to / bill to addresses it added to the initial delays.

We communicated with you directly alone the way.

We even refunded your full shipping charge and paid the $130 shipping cost ourselves as an act of goodwill.

I do not know what possible thing we could have done. We acknowledged the issue, we communicated, we found a solution and we compensated you for the timing inconvenience.

Sounds to me like we did everything we could. We in fact lost monies to honour our obligations, but felt it important to do so.

On a different note: If it showed up covered in something, you should have complained to the shipper. Again, blaming us for something we have no control of is unfair. You make it sound like it was something we did.

As people who actually know me and deal with TSE on a regular basis; I have never hid from a problem or issue here at TSE and don't plan on starting to. But as in most things, there are often two sides to every story.

You now have your goods at a great price to begin with and with no cost for delivery. Given this all happened in April and the shipping monies refunded on May 6th, I consider all of our business dealings complete.

Sincerely,

JR

[CraigNConnor]

JR I've her the " I realize we are the current business on CGN to be hated" excuse a lot lately...
I am a calgarian and have multiple disappointing and down right angering experiences with your staff that I do not shop there any more. Some of your employees are so unknowledgeable that they make things up to protect their ego I suppose anyways I was tired of being fed false information when purchasing and bad customer service so I moved on.
Maybe it's time to take this as constructive criticism instead of making excuses.

[Yukoner89]

I realize that my company is the current one to be hated on on CGN, but if you are going to post crap.... expect to be called out!

Dear Yukoner89,

This is definitely one of those times where the customer is NOT always right.

The reason you had a negative experience with our receptionist is firstly because you were being unreasonable and then you became extremely abusive. You are lucky that I did not find out about your bullying behavior at that time as I would have simply refunded your monies for the purchase and ceased business dealings with you immediately. NO one has the right to treat the wonderful ladies we have here the way you did. If you were in the store and spoke to my staff that way and I witnessed it, I would have personally escorted you out the door.

Secondly: The issues with the delivery stems from our shipping companies not being able to transport ammunition to you. This again, has nothing to do with us and we were not made aware of the changes until after the problems with your shipment came to light. We did not ignore you as you have stated. It took time to find a way to honour the delivery. Many other companies would have ceased trying, but my guys did everything they could and finally found a solution. But instead of being happy with a solution, you just had to jump nd post half truths on here to embarrass us.

We communicated with you directly alone the way.

We even refunded your full shipping charge and paid the $130 shipping cost ourselves as an act of goodwill.

I do not know what possible thing we could have done. We acknowledged the issue, we communicated, we found a solution and we compensated you for the timing inconvenience.

Sounds to me that we did everything we could. We in fact lost monies to honour our obligations, but felt it important to do so.

On a different note: If it showed up covered in something, you should have complained to the shipper. Again, blaming us for something we have no control of is unfair. You make it sound like it was something we did.

As people who actually know me and deal with TSE on a regular basis; I have never hid from a problem or issue here at TSE and don't plan on starting to. But as in most things, there are often two sides to every story.

You now have your goods at a great price to begin with and with no cost for delivery. I consider all of our business dealings complete.

Sincerely,

JR

JR,

Thank you for your response.

My "bullying attitude" as you and Heather both put it was me telling your front desk girl that I was going to post a review on CGN in a more public section of the forums. I am sorry if this was interpreted as "extremely abusive" and I still feel that I was not in the wrong. I made no threats, did not raise my voice, I waited my turn to communicate and avoided using profanity.

If you had witnessed what was going on I do honestly think that kicking me out wouldn't have been your first response because it would've been easy to see that I was not abusing anyone. I can see how your staff might have been stressed out. I didn't even know about the swiss arms situation (not going there) until after I had originally ordered and called to ask why it took 2 weeks and 3 phone calls to process the order. This did not include shipping times, calls regarding that, etc.

I'm not really sure why you'd use the plural word "ladies" as the conversation Heather and I had was not comparable to the one I'd had with the front desk girl, which again was not rude/loud/profane. I did tell Heather (politely) that my intentions originally had been to post a negative review and we got to talking (for 20-30 minutes as I recall) about the store, the way people were acting (calls, visits, etc) and as we got into the conversation I'd told her that I could see where you guys were coming from regarding the stress levels.

I'm not sure how you lost money? I'm also not disputing that maybe you did but as I recall it, Canpar offered to pay the shipping after their shipping failure.

I'm sorry if you'd thought I was blaming you for the condition of the package when it arrived and can see how (with the way I had worded it) it might be interpreted as myself blaming you for that. It was really more of an "icing on the cake" thing.

I guess lastly, it did take 2 weeks to get the order processed, 10 days at canpar (Which I had to bring to light) before it was returned to shipper and 2-4 weeks to actually get the refund processed. That was a long wait for one case of 5.56. (Approx 8 weeks from start to finish.)

I also consider all of our business dealings complete as I received (eventually) the product and shipping refund. For whatever it's worth though J.R., in some strange way you do have my respect for standing up and speaking out regarding issues or concerns with your business. This could be the swiss arms thing or even just my order we're referring to.



I really need to close with this however, I am not sure what you have been told by your employees regarding the conversations that we had but believe me when I say I would never say something on these forums (you have all my contact info anyway) that I would not say in person. If you're being told that I was abusive or bullying, I do not in the slightest expect you to believe me but you are not being told the full truth regarding those phone calls and what transpired. Furthermore I don't expect you to change your mind but you should consider that what you're hearing on your end may not be exactly what has transpired (based on your reaction.).

Heather seemed quite upset regarding the threats (physical and otherwise) that you were receiving and we spoke about how much it stressed her out and how I would never dream of saying things like that. I posted my original post immediately after getting off the phone with her. If she says that our conversation was really that bad, I won't try to convince you why I made a positive post to start. I think somewhere you may be misled on this subject. THE ONLY THING I SAID WAS "if this is the way you're going to treat me I'm going to post a review about it on CGN". and that was after 2 weeks to process the order.

I own two (very) small businesses that barely pay the bills most times, to do something that would reflect so negatively is simply not something I would do. It's bad practice for so many reasons and I wouldn't want to be known as "that guy" but perhaps in this case it is too late for that.

If yourself or Heather would like to contact me at any point (for any reason) please don't hesitate to send me a PM or call me. I will also gladly give out my number if you need again or email if you'd like to continue this discussion outside the forum. If you'd prefer not to communicate further as well, I understand but I certainly wouldn't like to leave something like this open if there is anything more to discuss. I'm available 8am to 9pm your local time.

[Yukoner89]

Also to be fair the package being wrapped in that black plastic bag a few times did a lot to protect it. I neglected to take pictures with the wrapping still on where the majority of liquid was but did manage to take a couple pictures of what made it through to the box if you're interested (J.R. not forums users)

I was just looking back on the photos so thank you for the good wrap job.

It was not TSE's fault in any way but I thought you (J.R.) might be interested to know.

[TSE JR]

JR I've her the " I realize we are the current business on CGN to be hated" excuse a lot lately...
I am a calgarian and have multiple disappointing and down right angering experiences with your staff that I do not shop there any more. Some of your employees are so unknowledgeable that they make things up to protect their ego I suppose anyways I was tired of being fed false information when purchasing and bad customer service so I moved on.
Maybe it's time to take this as constructive criticism instead of making excuses.

Dear CNC,

I do not know when you were last in TSE, so I cannot comment on whom was helping or the treatment you received. But no doubt it was negative. We've had some bad eggs work here over time, but I think we have made huge strides in our knowledge base with a number of my employees being here now for 3-6 years. I like the guys and girls we have here and see them time and time again go above and beyond. Sadly, very few ever comment on that.

I do however, have to address your comment about making excuses: I address every comment made to me directly and provide multiple points of contact to ensure we can resolve things quickly. I hide behind nothing. If we screw up, or I screw up, we wear it. However, simply because an anonymous customer posts on CGN, it does not make it true. It also does not make it UNTRUE. The challenge is finding our where the issues truly lie. Most of the time, it comes down to poor communication from one or both parties.

I invite you to come in sometime and meet me and Steven, the retail manager to discuss your past issues. Maybe we can win you back or at least show you how we've grown as a company.

Sincerely,

JR

[TSE JR]

Yukoner89,

Thanks for the clarifications. We want to do better and David and crew in the back hate it when the delivery is not 100%. I will not shut this thread down because you have posted a rebuttal. An honest dialogue just makes the shooting community stronger.

JR

[scott_r]

CGN'ers are pretty honest for the most part and sounds like this company is a place you would rather not visit. How some of these guys manage to stay in business is beyond me.

[Yukoner89]

JR,

Thank you for following up.

David and Heather were both very pleasant to work with over the phone (even if it was slow at times) but the girl that answers the calls...

Regards,
Matt N

[clg]

CGN'ers are pretty honest for the most part and sounds like this company is a place you would rather not visit. How some of these guys manage to stay in business is beyond me.

Likely because this thread is not an accurate representation on the way they do business, but more so half truths from displeased individuals. You're never going to have as many satisfied customers leave reviews as dissatisfied ones, and the dissatisfied ones are almost always louder.