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Rifle Scopes Poor SWFA customer service, just as shocked as you

M

meadowsad

Private
Minuteman
Aug 15, 2012
2
0
40
Michigan
I have posted this same thread at opticstalk.com but thought I'd put it here as well. I am aware this is my first post, long time reader first time poster?

I'd like to start by saying I have heard good things about SWFA and their customer service. I have ordered products in the past and have had my brother and friends order from them as well and we have never had a problem. That all seemed to change over the course of a week...


On 8/14 I ordered a SWFA 1-4x24 scope with an AD Recon mount and Burris scope caps. The order was shipping on 8/15 and I received it on 8/20. After comparing the mount to my rifle (FS2000) I realized I made a mistake and ordered a mount that was to short. I needed to mount the scope on my rifle before 8/31.



So I called SWFA that day and spoke with Pat, explained the situation and was given an RMA number. I sent mount for return on 8/21 to get an AD Recom High mount sent back to me. I followed up on 8/23, spoke with Pat again, to see if I could order the high mount and have it shipped and then have my accounted credited when they received my return. I again explained the reason I asked is because I needed the mount before 8/31. Pat said they would charge me extra for the credit but assured me that getting the mount to me by Friday without cross shipping wouldn't be a problem. Pat said she typically does the RMAs as soon as she gets them so it sounded like a good idea and I trusted her.



So 8/27 passes and I don't hear anything or receive any emails. I know my package was delivered to them on 8/24, UPS showed someone signed for it at 12ish pm. I didn't think much of it since if it shipped on 8/28 I should still get it. On 8/28 I still hadn't received an email about the shipment so I called again and again spoke with Pat. Pat told me that she had just done the RMA and it would be shipping out today. I stressed again that I need the mount by 8/31 and was assured again it would get to me. That night I still don't receive an email.



So yesterday goes by and at 5:30ish I receive an email saying my package has been shipped using UPS ground and will not be received until Sept. 4th. Needless to say I was less than happy. The reason it bothers me so much is Pat told me several times I would have it by 8/31 and now that isn't going to happen. I would have been happy to pay for 2 day shipping but there wasn't a need for it, since she told me I would have it.



I usually don't complain but I tried to get this mount to me when I needed it and now it just isn't going to happen. I am sure several people on these forums had pleasant experiences with them. To their credit everyone seemed helpful and were pleasant to deal with. If Pat didn't think she could get it to me by 8/31 she should have said so and I wouldn't be up in arms about it. However she told me it would be here by then and now it isn't...



I already fired off an email to them since they were closed by time I noticed the email and do plan on calling them at some point today to see if they can do anything. Has anyone had a similar issue? Were you able to get it sorted out??



TL;DR version - Pat at SWFA told me I would receive a product by a certain date and that isn't going to happen.

If you took the time to read the wall of text thanks!
 
Re: Poor SWFA customer service, just as shocked as you

You ordered the wrong mount, left yourself very little time, and are upset because they didn't meet your schedule? I can understand the frustration about being told it would be delivered to you by a certain date, but you have to realize you put yourself in this situation. I'm not sure this warranted a first post to complain.
 
Re: Poor SWFA customer service, just as shocked as you

why is it people with little or no posts come to the site and bash the hide sponsors. I agree communication and expectations weren't met but that happens. My problem is you used your first post to air this out.
 
Re: Poor SWFA customer service, just as shocked as you

Since I posted this there too, for the locals:

1. You screwed up to start this ball rolling.
2. UPS sucks balls, and SWFA customer service cannot control UPS.

Perhaps she shouldn't have been so certain of UPS's competence, but I still say you created this problem and are pissed that SWFA didn't solve it for you fast enough.

Hell of a first post!
 
Re: Poor SWFA customer service, just as shocked as you

<div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: JCH</div><div class="ubbcode-body">why is it people with little or no posts come to the site and bash the hide sponsors. I agree communication and expectations weren't met but that happens. My problem is you used your first post to air this out.</div></div>

+1
 
Re: Poor SWFA customer service, just as shocked as you

<div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: 71firebird400</div><div class="ubbcode-body">You ordered the wrong mount, left yourself very little time, and are upset because they didn't meet your schedule? I can understand the frustration about being told it would be delivered to you by a certain date, but you have to realize you put yourself in this situation. I'm not sure this warranted a first post to complain. </div></div>

My thoughts too.

Also I am not understanding your "need" by a certain date.
 
Re: Poor SWFA customer service, just as shocked as you

You'll get no sympathy and have wasted your time and ours...

Generally the rule is not to bash new members, but when new members are here for the sole purpose of complaining, especially when more than 50% of their problem is there fault, well that opens the door quite a bit.

The only question left is, do you ban you delete the post, let the post ride so you can take a lot of heat or lock the post and hope you'll learn a lesson from your first post mistake.

Try calling and talking to them, instead of taking to internet to air your problems, move up the line and go to Chris or someone in a position to sort it it out.
 
Re: Poor SWFA customer service, just as shocked as you

As others have already said it's not entirely SWFA's fault. UPS is definitely a factor, as is your timing with a holiday weekend. Just a suggestion, but a first post bitch never goes over very well, particularly when the vendor has a good reputation for accountability. Good luck with your situation.

 
Re: Poor SWFA customer service, just as shocked as you

So you waited until the last minute to order something, ordered the wrong item, and were then mad they could get you the right item quickly enough?

Sorry about your luck. Order stuff quickly next time. You came here to bash them, that's your only interest coming here. You owe me 3 minutes of my life back. You've wasted everybody's time. Don't let the door hit you on the way out.
 
Re: Poor SWFA customer service, just as shocked as you

I understand some of your points. Probably not my best first post but at this point whats done is done I can't unpost it and you can't unread it.

The problem wasn't with UPS, they shipped it UPS ground which from TX to Michigan is 4 days including the date it was shipped. My package was there that friday and if Pat did the RMA when it was received, like she said she would, there wouldn't have been an issue. Instead the package was sent out 3-4 days later and UPS delivery time is as expected 3-4 days.

I spoke with Pat on 3 occasions to express the urgency of the item. At any point she could have told me it wouldn't be to me in time but she continued to tell me it would be there, that is my gripe.

I deal with customer service on a daily basis and if I were to do this same thing to my customers they'd yell back too.

I did get a chance to call SWFA and the issue is sorted. I suggested they overnight a package and I would cover half of the shipping. At first they wanted to charge me the $45 for shipping but Pat was able to work with half. Not exactly what I was looking for but it is resolved none the less.

I really do appreciate all of your posts even the demeaning ones
smile.gif
 
Re: Poor SWFA customer service, just as shocked as you

Just a thought you ordered the wrong part. You should have ordered the right part the second time to be overnighted.That would have left time in case you miss ordered twice. The return just muddyed the waters .The return should be handled seperate. You need to be clear .And allow for the worst case. I belive if SWFA had made the mistake the probally would handled it differently.
 
Re: Poor SWFA customer service, just as shocked as you

If it was that urgent, why didn't you just inform Pat to overnight it to you & pay the added shipping costs???
 
Re: Poor SWFA customer service, just as shocked as you

So you don't want to pay for expedited shipping... the mistake on the height of the mount was yours... up front you should have requested expedited and PAID For it, what it sounds like to me is, you were paying for standard shipping and according to their <span style="text-decoration: underline">estimates</span> it was gonna arrive on time.

When I want expedited shipping I pay for it up front, trying to balance your mistake and the credit associated to the return for replacing the item and getting it out via ground is your problem. If you said, "Charge me for Overnight" I am sure she would have done so and you would have your product.
 
Re: Poor SWFA customer service, just as shocked as you

You could help yourself by using the edit function and working on your original post. Hell, I'd just throw a bag of cat litter on it and hope the smell goes away.
 
Re: Poor SWFA customer service, just as shocked as you

Good news is it's thursday and you can still next day the mount, but of course it'll cost you. And then you'll have two when the original comes in so you don't have to go through it again next time! Sorry, nothing but good things to say about SWFA, they can all let us down sometimes but usually it's because we didn't plan ahead or cut it to close and hoped for the best. Lesson learned here new guy! Sorry you won't get much sympathy here.
 
Re: Poor SWFA customer service, just as shocked as you

I can understand the OP's situation. Promises were made and not kept that weren't his fault at all. However I would call SWFA and talk to somebody else and see what they're willing to do to make it right before coming on here and bashing them. Companies make mistakes, it's what they do to make up for it that put some above the rest.
 
Re: Poor SWFA customer service, just as shocked as you

<div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: meadowsad</div><div class="ubbcode-body">I understand some of your points. Probably not my best first post but at this point whats done is done I can't unpost it and you can't unread it.

The problem wasn't with UPS, they shipped it UPS ground which from TX to Michigan is 4 days including the date it was shipped. My package was there that friday and if Pat did the RMA when it was received, like she said she would, there wouldn't have been an issue. Instead the package was sent out 3-4 days later and UPS delivery time is as expected 3-4 days.

<span style="color: #CC0000">I spoke with Pat on 3 occasions to express the urgency of the item. At any point she could have told me it wouldn't be to me in time but she continued to tell me it would be there, that is my gripe.</span>

I deal with customer service on a daily basis and if I were to do this same thing to my customers they'd yell back too.

I did get a chance to call SWFA and the issue is sorted. I suggested they overnight a package and I would cover half of the shipping. At first they wanted to charge me the $45 for shipping but Pat was able to work with half. Not exactly what I was looking for but it is resolved none the less.

I really do appreciate all of your posts even the demeaning ones
smile.gif
</div></div>

What was your urgency? I know it can not be military related as you stated FS-2000 as your weapon system. Does not sound like Dept related business either.
 
Re: Poor SWFA customer service, just as shocked as you

<div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: shoot4fun</div><div class="ubbcode-body">You could help yourself by using the edit function and working on your original post. Hell, I'd just throw a bag of cat litter on it and hope the smell goes away.
</div></div>

+1
 
Re: Poor SWFA customer service, just as shocked as you

You deal with customer service on a daily basis and you still don't get it. I think you need to rethink your statements and refrain from making any more. Your sence of entitlement is making you look real bad.
 
Re: Poor SWFA customer service, just as shocked as you

Seriously? You brought your whiny ass troll act over here too! Dude, take the flaming like a man a STFU!
 
Re: Poor SWFA customer service, just as shocked as you

<div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: meadowsad</div><div class="ubbcode-body">I have posted this same thread at opticstalk.com but thought I'd put it here as well. I am aware this is my first post, long time reader first time poster?

I'd like to start by saying I have heard good things about SWFA and their customer service.

That all seemed to change over the course of a week...


On 8/14 I ordered a SWFA 1-4x24 scope with an AD Recon mount and Burris scope caps.

After comparing the mount to my rifle (FS2000)<span style="font-weight: bold"> <span style="text-decoration: underline">I realized I made a mistake and ordered a mount that was to short.</span></span>

So I called SWFA that day and spoke with Pat...

So 8/27 passes and I don't hear anything or receive any emails...

So yesterday goes by and at 5:30ish I receive an email saying my package has been shipped using UPS ground and will not be received until Sept. 4th.

Needless to say I was less than happy.

I usually don't complain but I tried to get this mount to me when I needed it and now it just isn't going to happen.

</div></div>


0.jpg



my-vagina-hurts.jpg
 
Re: Poor SWFA customer service, just as shocked as you

I guess I'm a bit confused.

Not sure why the OP didn't order the correct part overnight shipped since he was in a hurry, then return the incorrect part for credit.

Seems to me that would have taken care of the whole issue.

The vendor is under no obligation to fix your mistake, personally it sounds like they were willing to make concessions in spite of making no error in the first place. This speaks to excellent service in my opinion.

I've made an ordering mistake before with SWFA, but got it solved via PM immediately. The mistake was completely my fault, I noticed it immediately and was able to get it resolved before anything shipped.
If I wasn't able to get resolution prior to shipment it certainly wouldn't be a bad customer service situation, it would be a bad customer situation. Just sayin...
 
Re: Poor SWFA customer service, just as shocked as you

Classic case of a person fucking up and expecting he is owed something for it.

I was a forum sponsor at one point (automotive forum) and delt with this a lot. Good thing about this place is the guys here will stand up for the sponsors.

Bottom line Op you are not their only customer. Shit happens and people get busy. In this economy people have to wear many hats to get things done. Its not their fault that you have a timeline and you didn't properly order in the first place.

I'd say SWFA did a good job by covering some of the overnight costs.
 
Re: Poor SWFA customer service, just as shocked as you

SWFA just made me very happy on an order where UPS was clusterf'ing me. I ordered a Vortex Viper PST 6-24 SFP and the day it shipped I changed my mind and wanted the FFP version. I called and they put a return to sender on the package, but then noticed the FFP is back ordered. I then said let me keep the SFP but the damage was done. UPS, even though the scope was still in Texas waiting to ge shipped, has a policy of waiting for the package to be sent to California before sending it back to SWFA. When I figured that out this Monday I saw I would be screwed for my hunting trip this weekend. I called and was a bit huffy with Pat which I regret when she said I would have to wait until the scope was returned prior to getting it back to me. I called back when I calmed down and they verified the original scope was heading back to them via UPS, then sent me out another one 3 day select (no charge) to get to me today. Now I'm good to get the scope mounted and dialed tomorrow prior to my trip.

Summary: I was indecisive and that led to UPS screwing me up. SWFA put up with me being indecisive and then bitching when I found out UPS sucks, and went above and beyond to get me my scope on time at no extra charge to me. This was my first order through them and it won't be my last.
 
Re: Poor SWFA customer service, just as shocked as you

Imagine how you'd feel if SWFA started a thread about some dumbass that ordered the wrong thing and cost them money in time and freight in fixing his problem. What a fucktard.

They won't do that, they have too much class to do that, but they have as much right to be pissed as do you, and only one of you started a thread about it.
 
Re: Poor SWFA customer service, just as shocked as you

For the OP! And any other WHINY ASS TROLLS reading this!

Reading Chris Farris post about your stated problem looks as if he made good on "YOUR" mistake. Mine was the first post back to you on the OT. I was polite in telling you your post was in bad form over there and to call SWFA to give them a shot a helping you out. Then I read your post here. Chris may have pulled a hat trick for you. You will get your mount, but sorry, your still a whine ass troll! EOR.
 
Re: Poor SWFA customer service, just as shocked as you

Chris Farris posted this over at Optics talk.

Sad thing is if you just would have called him in the first place he would have done the same thing. Give people a chance before you go whining all over the net.

<div class="ubbcode-block"><div class="ubbcode-header">Quote:</div><div class="ubbcode-body">
I just got the Reader's Digest version from Pat. Sounds like just one of those thangs. Got it back on Friday and didn't go out on Monday because our warehouse manager took off Friday to be with his kids for a long weekend before school started up and one warehouse guy went home sick. Monday it got processed but it was at the end of all the orders that have accrued from Friday at 5:00 pm until Monday at 8:00 am.

If it would have been done Friday it would have been there in time but it didn't. We dropped the ball for sure and have recalled the one that has already shipped and have Next Day aired him another one so it will be there on 8/31/12.
</div></div>
 
Re: Poor SWFA customer service, just as shocked as you

<div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: gunmike1</div><div class="ubbcode-body">SWFA just made me very happy on an order where UPS was clusterf'ing me. I ordered a Vortex Viper PST 6-24 SFP and the day it shipped I changed my mind and wanted the FFP version. I called and they put a return to sender on the package, but then noticed the FFP is back ordered. I then said let me keep the SFP but the damage was done. UPS, even though the scope was still in Texas waiting to ge shipped, has a policy of waiting for the package to be sent to California before sending it back to SWFA. When I figured that out this Monday I saw I would be screwed for my hunting trip this weekend. I called and was a bit huffy with Pat which I regret when she said I would have to wait until the scope was returned prior to getting it back to me. I called back when I calmed down and they verified the original scope was heading back to them via UPS, then sent me out another one 3 day select (no charge) to get to me today. Now I'm good to get the scope mounted and dialed tomorrow prior to my trip.

Summary: I was indecisive and that led to UPS screwing me up. SWFA put up with me being indecisive and then bitching when I found out UPS sucks, and went above and beyond to get me my scope on time at no extra charge to me. This was my first order through them and it won't be my last.</div></div>

I don't even understand how UPS is screwing you... much like the OP... YOU screwed yourself...

UPS is doing what they do (per their policies)... SWFA went above and beyond... and luckily your self entitled ass is getting your screw up fixed
 
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