Questar service
- Thread starter glockfan
- Start date
Barry F
CGN Ultra frequent flyer
- Location
- Melville Sk
Summer Holidays maybe? Just a thought...
ShooterMcGavin
CGN Regular
- Location
- Niagara
I think you should take this up with them and not on a public forum? If you have always been satisfied with them (as I have too) then maybe stating how you feel is a better course of action? Give them a chance to make it right?
A friend and I bought Pmags from there during the postal strike. We were able to pick them up. My friends name was on the bill but a email was sent stating I would pick them up. Drove 45 min to get there, with a copy of the invoice and email in hand. Got told he could not give me the Pmags without a restricted PAL. I produced the RPAL and he then changed his story said he couldn't release them to me because he didn't know who I was. It drives me up the wall when people make up there own gun laws.
jackrabbit000
CGN Ultra frequent flyer
- Location
- Alberta
A friend of mine ordered a couple of barrels also and he said that he hasn't heard from them since he placed the order.
Barry F
CGN Ultra frequent flyer
- Location
- Melville Sk
Good Advice, unless you are dealing with Badger, whom will immediately contact you and make sure that you and everyone you know will never do business with them again. Most SALES places will make things right if given the opportunity....except Badger.
- Location
- Vancouver
Why not? There's nothing wrong with talking about Questar unless it's bad?
ShooterMcGavin
CGN Regular
- Location
- Niagara
Well i think its a bit unfair to Questar to smash them on a forum that they sponser, before actually giving them a chance to make things right? I understand people like to vent but well the internet is forever. If they have had their chance to make things right, and still mess it well, all the power to you
Perhaps they are unaware of the disgruted customers? Have apoligies been given? Try to make amends? that sort of thing often goes un noticed when some one is angry
Perhaps they are unaware of the disgruted customers? Have apoligies been given? Try to make amends? that sort of thing often goes un noticed when some one is angry
Guys, there's nothing wrong with talking about us... good or bad.
Keep in mind though, if you want us to get to the bottom of problems and fix them, then we can't do that from annonymous postings and general statements. I can't look up customers using "glockfan" as a name... I need a real first and last name to look up an order and find out what happened and what's going on.
On any given day we can get 25 to 50 orders come in... and we average 300 to 400 emails a day. Most of those emails get handled by Scott and he spends literally hours every day responding to emails so sometimes we may not see your email for a day or even a couple days... it happens.
Scott and I were in the US all of last week so a lot of emails did not get answered immediately... but we still tried to handle emergencies every night at the hotel... other responses we've been working overtime to get to this week since we returned.
We're certainly not perfect but we try pretty hard. Having said that we still make mistakes... with well over 1,000 items on the website there are times that errors occur... an item may say it's in stock when you order it and it may not be on the shelf when we go to ship it.... doesn't happen often but it can happen.
I can't tell you off the top of my head why a barrel didn't exist... but if you email me I will be happy to look into it further and find out what's going on.
As for the fellow who came to pickup an order and was turned away, I don't know the details but from the little you posted I will say this: We are not a store front and we make it very clear on our website that all orders are for shipment... pickups are available on a special arrangement only basis and by specific appointment. Sending an email without getting a specific response back confirming an appointment is NOT how we work. Also, if the order was placed by your friend then it belongs to your friend and needs to be picked up by your friend (signed for by him... not by you). If you email me the name of your friend and the order number I can look it up and get more specific information to see what info was supplied with the order, payment method, etc.. Credit card purchases must be shipped to the address of the card holder or be signed for by the card holder themselves, that is a requirement of the credit card companies... we can't ship to a friend's house anymore than we can let someone who isn't the credit card holder pickup an order (take delivery of the purchase). Those are the card companies rules not ours. I obviously have no idea how your friend's order was placed or paid for (since you've given me no details to work with) but I'd be happy to look into this further, just to clarify why you were not allowed to pickup someone elses purchase.
It's pretty hard for me to respond/defend accusations when no info is actually being given to me so I have no facts to work with. If we have fouled up then I'd like to fix it... or at the very least try. If however, you merely want to tell people we're bad to deal with then I guess that's your right... either way if you email me your issues and address them to Mark I'd be happy to look into it and see what I can do to make it right.
Totally your choice.
Mark
Barry F
CGN Ultra frequent flyer
- Location
- Melville Sk
And this is why I have done and will do business with you guys. Every place is capable of an error, good service has nothing to do with never making a mistake. It is the way that you deal with a mistake that constitutes good service.
And that right there is why I love dealing with Questar. I've ordered items on several occasions from them, one time there was a mix up of an item and it was fixed promptly and professionally. Kudos to Mark for handling these accusations so professionally.
lil_juiced_coupe
CGN frequent flyer
- Location
- BringCash
meh, I have ordered twice from Questar first time went smooth as eggs, but last time got the run around, I was told that their company is so big that they cant ship anything faster then expedited parcel or else the time taken to choose a different speed of shipping would slow everything down, the person answering the phone and dealing with customers couldnt answer the simplest of questions regarding their companies policies or anything for that matter and that Scott was the only one who could solve any problems or answer questions but he was always either in a meeting or when I call an hour later he had flown to the states for 2 weeks. I find it hard to believe a company is so big yet every time I want to buy a product its always out of stock or accepting advanced orders, and if a company is so big why is their one person answering the phones and filling the orders and answering 300 emails a day?
When I finally got my package it was the wrong item, I was told initially that it was the right item and that i was mistaken when i forwarded 3 copies of invoices that showed they had made a mistake, the item was damaged and someone coloured it in with a sharpie to try and hide it. When I asked about the damage no one could give me an answer because scott was in a meeting again
they gave me 100 bucks back which was the price difference between the item received and the correct item.
So did they correct the problem? some what. Will I shop with them again? never, to much hassle compared to other dealers on this site
When I finally got my package it was the wrong item, I was told initially that it was the right item and that i was mistaken when i forwarded 3 copies of invoices that showed they had made a mistake, the item was damaged and someone coloured it in with a sharpie to try and hide it. When I asked about the damage no one could give me an answer because scott was in a meeting again
they gave me 100 bucks back which was the price difference between the item received and the correct item.
So did they correct the problem? some what. Will I shop with them again? never, to much hassle compared to other dealers on this site
Tancred
CGN Regular
- Location
- British Columbia
I have placed two orders with Questar, one a large purchase of a rifle and one a smaller purchase of accessories. I experienced relatively prompt replies to email queries and fast shipping. It goes without saying that an online dealer may be a little more difficult to communicate with because you cannot go in to their store and speak with someone directly.
On another related note, I recently placed a $300 order with a sponsor of this site(which I won't bother naming at this time) that I routinely read raving reviews about on the forums. However, I was not impressed with the fact that their website said the item was in stock and I even received an invoice with an estimated delivery date. A couple days past the delivery date and I still had no item in my hand. I was anticipating the arrival because I had a range day planned that week during which I wanted to use the item. I emailed them and they promptly said that they in fact did not have the item in stock, but that I won't be charged until they do....that communication happened a month ago and my order was placed 10 days before that; I still don't have my order and have further updates since.
My point is that you can receive bad service anywhere, even from places with good reputations. It all comes down to an individual basis, and the more individuals you please the better your reputation. My readings showed that Questar did have an overall good reputation, and they didn't really do anything to change that opinion.
On another related note, I recently placed a $300 order with a sponsor of this site(which I won't bother naming at this time) that I routinely read raving reviews about on the forums. However, I was not impressed with the fact that their website said the item was in stock and I even received an invoice with an estimated delivery date. A couple days past the delivery date and I still had no item in my hand. I was anticipating the arrival because I had a range day planned that week during which I wanted to use the item. I emailed them and they promptly said that they in fact did not have the item in stock, but that I won't be charged until they do....that communication happened a month ago and my order was placed 10 days before that; I still don't have my order and have further updates since.
My point is that you can receive bad service anywhere, even from places with good reputations. It all comes down to an individual basis, and the more individuals you please the better your reputation. My readings showed that Questar did have an overall good reputation, and they didn't really do anything to change that opinion.
First, I thank you for your input. Derek is a new hire and I can't unfortunately know exactly what he said on the phone when you spoke to him, but we are NOT a big company... we're a small company struggling to deal with hundreds of phone calls, emails and orders. There are 3 employees plus Scott and myself... and "myself" is in the process of retiring so I'm just not there very much any more
Scott is shouldering pretty much all of the load these days and it's a huge job. Phone calls have always been a difficult part of the job and honestly most calls can't be answered... it's Derek's job to direct the calls to the right person and in most cases re-direct the calls to email.
Can't ever remember Scott being away for 2 weeks, though 1 week is not unusual... just last week he and I were in the US all week... but Scott worked late every night to respond to emails that had come in throughout the day.
Obviously we failed to meet your expectations and that's not what we like to hear... all I can tell you is that we will be discussing your comments and hopefully we can improve so others won't be affected the way you were.
With regards to the "faster shipping"... it's something we've been working on. In the process right now of bringing on CanPar as an alternative shipping method (to give customers choice). So far we've switched over our dealer shipments to CanPar and we're working on modifying the website to allow customers the choice of Can Post or CanPar for their shipping/delivery. Hope to have that available in the next couple of months.
Once again I thank you for your input and regret that we lost you as a customer through our own errors.
Mark
- Location
- GWN
I have had nothing but great service and super fast shipping with these guys. I have an account set up with them and will continue to spend money there. Good show guys. The only thing I didnt like was giving my PAL to order gun parts and mags etc. Not a big deal to me though. keep up the good work. It sounds like a company that is willing to help you out if you go through the proper channel and procedure.
Paulinski
CGN Ultra frequent flyer
- Location
- Now Brantford...
I have always been happy with Questar service.
Rugerman
CGN Ultra frequent flyer
First, I thank you for your input. Derek is a new hire and I can't unfortunately know exactly what he said on the phone when you spoke to him, but we are NOT a big company... we're a small company struggling to deal with hundreds of phone calls, emails and orders. There are 3 employees plus Scott and myself... and "myself" is in the process of retiring so I'm just not there very much any more
Scott is shouldering pretty much all of the load these days and it's a huge job. Phone calls have always been a difficult part of the job and honestly most calls can't be answered... it's Derek's job to direct the calls to the right person and in most cases re-direct the calls to email.
Can't ever remember Scott being away for 2 weeks, though 1 week is not unusual... just last week he and I were in the US all week... but Scott worked late every night to respond to emails that had come in throughout the day.
Obviously we failed to meet your expectations and that's not what we like to hear... all I can tell you is that we will be discussing your comments and hopefully we can improve so others won't be affected the way you were.
With regards to the "faster shipping"... it's something we've been working on. In the process right now of bringing on CanPar as an alternative shipping method (to give customers choice). So far we've switched over our dealer shipments to CanPar and we're working on modifying the website to allow customers the choice of Can Post or CanPar for their shipping/delivery. Hope to have that available in the next couple of months.
Once again I thank you for your input and regret that we lost you as a customer through our own errors.
Mark
I have ordered a few items from Questar over the last couple of years and felt I was treated well even when ordering a very small part. Reading Mark's response made me feel that he was really listening. He admitted they had made some mistakes and were attempting to fix it. I don't know what more you could ask for from a company. Because of the fact they made some mistakes, were willing to admit it, and then stated what they were doing to rectify it makes me want to deal with them again. You don't get that approach much any more in my experience. Good for you, Questar.
I have purchased a few things from Questar and never had any problems, always thought they came through, but sometimes mistakes will be made and after all they are human.
Most of the of time I get my stuff through Blaxsun, who is fantastic, but for some things i go to Questar now and then. I find them to be upfront and fairly honest. They are a business and have lead the charge in many ways that is not just about them earning money. I find many of the posters here putting forth some stupid and unrealistic expectations that really have there own faults to be blamed.
As for the magazine incident, yeah Questar is really going to jeopardize there business by handing over magazines to someone that did not actually pay for them, and there was no confirmation made. Just think of the possibility if they did and they went into the wrong hands..that screams liability, lawsuits, and media outrage to name a few consequences that could potential happen. You can't blame them for that. Or the CP how slow they run either, or if the package is lost either. As long as tracking is confirmed and the package is insured, it is out of there hands till it gets settled with Canada post.
My only advice is if there is a problem in regards to someone ordering product then deal with it as priority..
Most of the of time I get my stuff through Blaxsun, who is fantastic, but for some things i go to Questar now and then. I find them to be upfront and fairly honest. They are a business and have lead the charge in many ways that is not just about them earning money. I find many of the posters here putting forth some stupid and unrealistic expectations that really have there own faults to be blamed.
As for the magazine incident, yeah Questar is really going to jeopardize there business by handing over magazines to someone that did not actually pay for them, and there was no confirmation made. Just think of the possibility if they did and they went into the wrong hands..that screams liability, lawsuits, and media outrage to name a few consequences that could potential happen. You can't blame them for that. Or the CP how slow they run either, or if the package is lost either. As long as tracking is confirmed and the package is insured, it is out of there hands till it gets settled with Canada post.
My only advice is if there is a problem in regards to someone ordering product then deal with it as priority..
8 ball
CGN Ultra frequent flyer
- Location
- Saskatchewan
I am a happy repeat Questar customer many, many orders later. (No exact numbers, my wife can read) I have had one issue that was product related and they bent over backwards to make it right. Customer for life.
