Ellwood Epps client service SUCKS for me!
- Thread starter HEIS
- Start date
Harrier .45
Regular
- Location
- Ontario, north of Toronto
I actually just noticed that myself. Certainly raises a few eyebrows, doesn't it?
What we were trying to say is that we have seen several firearms arrive in our store that do not match the original descriptions from the manufacture, ie: a Savage F-class rifle that was originally listed with a laminate stock, but is now shipped to us with a synthetic stock instead.
I think the wording on that disclaimer needs to be revised.
We are changing that heading to read DESCRIPTIONS AND PRICES SUBJECT TO CHANGE.
Sorry for the confusion.
Harrier .45
Regular
- Location
- Ontario, north of Toronto
Would you care to elaborate a little big, Graydog? It's difficult to fix a problem if we don't know what the problem is.
Feel free to contact me at our E-mail address (info@ellwoodepps.com) if you wish to discuss this matter.
mmcintyre1220
CGN frequent flyer
- Location
- Tillsonburg, Ontario
Got my browning buckmark camper from them. They were the only shop i could find that had the stainless model. Took 3 phone calls on hold for 15 mins each time until i got someone that could understand i was buying it now now asking questions. Transfered the next day and Shipped right away.
Thank you for the clarification.
Harrier .45
Regular
- Location
- Ontario, north of Toronto
Not true. We will definitely price match any competitor, provided the competitor has the exact same item SKU number in stock when we call to verify. This has always been our policy.
The issue arises when customers call and ask Store X if they have a "Beretta 686" in stock, and receive a confirmation, but do not verify the model number on that specific firearm. We then call Store X, only to find that the model they have in stock is different from the model we have in our store that the customer is considering. It is then that we inform the customer that we will not match prices across model variants. That is where the frustration and disappointment starts.
I bought a Benelli M4 from them this month. It was a phone order and the process was very smooth and professional. It was shipped and in my hands four days later.
I'm sorry to hear that the OP had a problem but this was not my first purchase from Epps nor will it be my last.
I'm sorry to hear that the OP had a problem but this was not my first purchase from Epps nor will it be my last.
Well complaint on this forum at least has the benefit of generating vendor attention when calls dont! I got my answer and guess what it's a system deficiency and Coincidence !!! that two persons in whole of Canada called at the exact same time, for exact same gun; one being served just a tad faster. Wwwow, what are the odds!!!
Harrier .45
Regular
- Location
- Ontario, north of Toronto
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.
Again, I offer my apologies for the situation that has driven you to this posting, but to you and all others I do remind you that the following notice is placed at the top of our website homepage just to advise that this sort of issue is possible:
NOTICE
Please note the firearm listings on our website are now being updated once an hour. Because of these changes, we no longer are able to offer customers a 24-hour hold period on firearms.
An item may be sold at any time. We operate on a first-come, first-serve basis. Therefore you must commit to a purchase either in-store, via the phone or by email. A layaway service is still available with a minimum deposit equal to 1/3 of the retail price after taxes. Full payment must be made within 90 days. Cancellation of a layaway item will result in a 10% restocking fee. Failure to pay for layaway item, in full, after 90 days will result in a forfeit of the down payment.
Please note the firearm listings on our website are now being updated once an hour. Because of these changes, we no longer are able to offer customers a 24-hour hold period on firearms.
An item may be sold at any time. We operate on a first-come, first-serve basis. Therefore you must commit to a purchase either in-store, via the phone or by email. A layaway service is still available with a minimum deposit equal to 1/3 of the retail price after taxes. Full payment must be made within 90 days. Cancellation of a layaway item will result in a 10% restocking fee. Failure to pay for layaway item, in full, after 90 days will result in a forfeit of the down payment.
In your case, you did the right thing by placing your telephone call and asking to purchase the item in question. Unfortunately, another party did likewise, and their order was simply processed ahead of yours.
I do not disagree that a complimentary telephone call should have been extended to you in order to advise that this revolver had been sold to another customer, but I have the impression from both your postings here and our private E-mails that the end result from your perspective would have been the very same.
In the mean time, as I offered in our private contacts, if you do locate any other firearm on our listings that is near to the price that was posted on the S&W 27-2 nickel revolver, we will certainly do all that we can to negotiate that price down toward a level that will be satisfactory to all parties involved.
Please feel free to contact me if you have any further questions or concerns.
This happened just over a month ago when I was in trading in my shotgun. While Kevin was entering in my shotgun ( the one I was trading in) into the computer, I was looking at a used Mossberg. I had had it in my hands for maybe 5 minutes, when another customer came in and was inquiring about it. It's in my safe now, but anything popular in the used section will go quick. I check the website twice daily, and it amazing how fast the turn-around is on some firearms.
I've purchased 5 firearms from Epps ( including the Norc 1911 I picked up today) 3 scopes, and traded one shotgun in, in the last 2 years. I've had GREAT service from the guys at EPPS. The only issue I've had was the Mossberg I purchased used, was entered in as a 535 instead of a 500. I didn't realize this until I got home. Made a quick phone call to Wes to explain the situation, and he immediately appologized, and we agreed upon a fair price difference, which I received as an instore credit.
Mistakes happen, that gun room gets insanely busy even though they will have twice the staff behind the counter then BassPro... but they are busy for a reason. Good prices, and great service.
canadaman30
CGN Ultra frequent flyer
- Location
- Far from the City
Pretty hard to fix a customer you screwed with.
I also will never deal with them, and no need to expain. Figure it out customers don't come back when they've been wronged. You can't fix certain things, bad service is one of them.
Good luck with that, LMAO.
I don't know what more you want. An apology has been made, you've been told of the circumstances that lead to the incident/complications, and future considerations were offered. They even admitted to the lack of notification.
Need a soother?
Garbage!
Retailers will often "fix" bad service when complaints are lodged. Especially if the same problem persists over time. What doesn't help is your unwillingness to make the retailer aware of their deficiencies.
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All of the "brand new" firearms I've purchased have all been through Ellwood Epps. I've received excellent service every time and prices were unbeatable compared to any and all local shops. Even when I've inquired by email on random items for either info or pictures, they have been fantastic!
