Hello everyone,
We would love to take a few minutes and hopefully explain a few things. During Black Friday, everyone around the world has the opportunity to partake in our legendary Black Friday sale. Due to this, we hang onto a majority of our stock in our factory/head office here in Canada as we can ship to Australia, Europe, and so on without issue. Once an item crosses the border into the US, it becomes an ITAR regulated product, which makes it very difficult for us to bring back to our head office and ship from there.
What we do to offset this is identifying the demand and then transfer the product where it needs to be. Once we know where an item needs to go, we pack it up and transfer it to the correct location, whether it's our warehouse in Washington State or European forwarding point. As we do deal with firearm-related parts, it leads to a bit of paperwork and permits, which can limit shipping in certain regards. We understand this is frustrating as it does increase lead time. However, our operations and shipping teams have been working around the clock. We will always try and provide you with the most up to date timeline.
@swage2712, I would like to reach out to you personally, our sincerest apologies for your experience with us. We will 100% work on making sure that everyone understands the timeline and where your stock is located and the timeline for getting it to you. The only product that was oversold was our ACC chassis systems, which we are pushing our machines and equipment over time and have shipped as quickly as we can.
One of the things that come up during our Black Friday sale is the number of orders we receive and have to ship in the US. As our US location is in a smaller town, shipping service providers cannot handle the number of packages we have. We end up having to stage out in smaller pallets than we would like. We don't want to lie to our customers and say it will be out on Tuesday when we cannot guarantee that. We provide a timeline that most accurately reflects our current situation. Although our goal is 100% to beat that timeline, we want to be as realistic as we can for you. We understand that this can feel like we don't care, but the truth is we really do. I know how dedicated our team is, and we are always striving to move quicker and be better. We are shooters too, and we want you to Shoot Better. When issues come up, we don't bury our heads in the sand, Black Friday last year was less than a triumph and this year has gone a bit better, but we still have lots of areas to improve (the website crashing being the biggest black mark).
All of the feedback provided in this post is invaluable, and we will be taking this very seriously. We are here for the community; we will get you the product you purchased at the price you paid as quickly as we can. We have internal goals we are looking to exceed, and we will always improve. We can always be reached through our
support portal on our website. We are always here in e-mail, our support team has been working 12 - 14 hours six days a week answering e-mails until we get every question answered. We do get a lot of e-mails, but our goal is we don't leave the office until everyone is responded too. Also, our apologies for the phone number being missed. In our mad panic during the sale, we missed putting it back up. For the record, it is 1-604-393-0800 Monday - Friday 8:00 - 4:30 PM PST.