Lousy service at MARSTAR...

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I ordered a rifle from Marstar on December 10th and the item is now 6 days late even though it was shipped guarenteed delivery for Dec 15th. I also placed a second order on Dec 11th which was not even shipped from Marstar till Dec 17th.

I know the fact that the item has not been delivered on time is NOT Marstars fault but when I phoned to get them to trace the package I was met with some serious attitude from the owners wife. We all know that because they are the shipper ONLY they can start a trace. I also requested a refund on the cost of shipping from Marstar which Canada Post refunds to the shipper if a guarenteed packed is lost or delivered late. The owners wife told me "good luck" getting my refund. I then spoke to the owner and he told me to return the item if I didn't want it and he could care less whether I was happy or not.

I then found out from the shipping department that the second order was not even shipped untill 7 days after it was ordered.

I still have not heard back from Marstar as to the status of my rifle.

LOUSY CUSTOMER SERVICE and I will NEVER buy anything from them again.

Iron clad guarentee my ass.
 
I've never had a problem with them either, but I have had limited orders.

Your rifles arriving late is understandable with the holiday backlog......attitude from the owners is not.

In any case, its amazing how some retailers don't realize the impact of bad service, considering most people will be spending money on guns for the rest of their lives.
 
Never had any problem with John or any of his employees
Always had top notch service.
Keep in mind that your order was placed at the same time as they received a new shipment.
What was your attitude when you spoke with them?
 
John is a personal friend of mine, and I can state for a fact that he genuinely cares about his customers. That being said, if you call Marstar with an attitude or try pissing on his shoes, John will get a little testy and may bite.


Some points to consider:
  • This is the Christmas season, Canada Posts "busiest" time of year. Delivery times are often tripled due to the volume of mail.
  • Marstar has a couple of people on vacation, while leaves the rest to do double duty to make up for the shortage of manpower.
  • You placed your order at the same time Marstar received a huge container of goods, plus December is major busy for most retailers with the increased flow of business.
Now I am not saying that words were not exchanged between the OP and Marstar, however, I am certain that if the issue had been addressed "civily" from the get go, John would not have snapped at a customer.

I can attest as to how crazy things are at Marstar as I have had to reschedule a lunch with John 3 times in the last 2 weeks.

I do a lot of purchasing thru the Internet (Canada Post, UPS, USPS, Fedex, CanPar) and it is difficualt to have to wait for purchases to arrive after we have paid for them... but we are at the mercy of the delivery services.

I am certain that if the OP were to try a different approach, maybe calm down a bit and talk nice (cause he sounds like he is real pissed) he would get a whole different response from Marstar. I have seen Marstar bend over backwards for customers I personally, would have sent to hell.

Sometimes a slight shift in attitude brings about positive results.

Merry Ho-Ho season to all! (I don't think we are allowed to mention the word CHRISTMAS anymore)
 
Ditto !

gunbuny said:
John's service has always been good for me.
Click to expand...

John and his staff have performed above and beyond for me , but sometimes normal sh!t happens due to things getting hectic because of manpower shortages,miscommunication etc.

Marstar has always done right by me.
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Great service here from Marstar, but I act in a very calm and courteous manner at all times. Not sure exactly what happened with your incident, but Merry Christmas and Happy New Year.
 
Never had a problem with Marstar.
I'm not saying that they cannot make mistakes but everybody is sitting on the edge this time of the year and shipping delay should be expected and tolerated.
However, good customer service starts with the ability to apologize for mistakes.
Cheer up.
 
why post in this forum?
if you have time to do it, i am sure you have time to call them, talk to them nicely and solve the problems
 
Treat people the way you want to be treated. Sounds like you phoned with an attitude and John and his wife didn't take it. Good.
 
QQQQUUUU;
Good morning Brian, since you decided to bring this into a public forum I will reply here, I feel our customers are entitled to both sides of the story....

"I ordered a rifle from Marstar on December 10th " In fact the work order is dated Dec 8th....

We filed for the transfer at once, we received the confirmation and transfer authorization Dec 10th

"the item is now 6 days late even though it was shipped guarenteed delivery for Dec 15th. "
We provided you with the tracking number so you could track the shipment....
On the page in question at Canada Post's site the complete history was there
Picked up at Marstar Dec 12th at 17:20hrs......... Scanned in Hawkesbury Postal Facility Dec 12 at 14:41 hrs.... Shipped out of Hawkesbury Dec12 at 14:53 hours....
On that page it showed: "Expected delivery Dec15th 2009
"Updated Delivery Dec16rh 2009
As provided by Canada Post on Dec 18th 2009

"it was shipped guarenteed delivery for Dec 15th" At no time did Marstar garantee delivery this was Canada Posts "Expected delivery date" as posted on their trace, it des NOT say garanteed delievery date....

"was not even shipped from Marstar till Dec 17th." Tell me how Canada Post shows a pick up at our facility on the 10th of Dec and yet you say we shipped on the 17th ??

"
I know the fact that the item has not been delivered on time is NOT Marstars fault "
Well we agree 100% on this point.

" We all know that because they are the shipper ONLY they can start a trace."
NOT true Brian, you were provided with the tracking number so you could keep track of your shipment

"I also requested a refund on the cost of shipping from Marstar which Canada Post refunds to the shipper if a guarenteed packed is lost or delivered late. "
Once more Brian I would suggest you check out the facts, Canada Post gives an "expected delivery date" NOT a garanteed date, for this one would have to use over night priority service.... BTW it takes 45 days before they even consider a parcel lost, then we file a claim...

I agree, you demanded a refund from us saying that you always get your money back when Canada Post is late, I did explain the above to you....

"I then spoke to the owner and he told me to return the item if I didn't want it and he could care less whether I was happy or not"
That is not quite accurate Brian, I NEVER said "I could care less" what I did say was that if the matter was not satisfactory you could refuse the rifle on delivery, and it would come back to us for a full refund, I beleive you stated " I will make up my mind when it arrives"

"I then found out from the shipping department that the second order was not even shipped untill 7 days after it was ordered."
The order was placed on Friday Dec 12th,( we are closed Sat & Sunday) packed, invoiced and made ready by Tuesday Dec 15th and shipped out Wednesday the 16th of Dec. Lets get our facts straight, your order was shipped within 4 working days, NOT 7....
"I still have not heard back from Marstar as to the status of my rifle.
As we have mentioned above, we DID provide you with a tracking number so you can follow the order, what more can we do ??

"LOUSY CUSTOMER SERVICE and I will NEVER buy anything from them again"
If our performance on your orders is deemed lousy, as you say' then perhaps you would be happier doing business with a much smaller firm who could afford you 100% of their attention ??

We do apologize for your frustration

John
 
Holy crow we expect alot these days. Bad service is never getting your order. 2 days to ship isn't something to call and #### on the company owner about.
 
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