Like everybody else, I am very disappointed in the way S&W has dropped the ball in processing rebates. And, the apology letter from S&W CEO Matt Buckingham has proven to be another empty promise and embarrassing shortfall for him, personally!

I bought TWELVE (12) Shields during the rebate period, six 45's, four 40's and two 9mm's, and dutifully filed all 12 rebates via certified mail as I bought the guns in April, May & June. Having gotten no acknowledgment of my submittals, I then submitted the rebates online using the S&W website. I never heard a peep from S&W's rebate processor, Milano Promotional Services or from S&W until Buckingham's mass-mailed apology letter came on June 21st. Otherwise, no (pun).

Sooo, I did a little Googling and found the Milano owner's phone number and called her to inquire as to whether my rebates ($900) were at least in their system.

Days later, after I called 2 or 3 more times, I was told that the first 3 rebates, which I submitted on April 1st, were in the system and three checks had been authorized. She blamed S&W for being slow to provide Milano with serial number verifications which Milano needed to authorize checks. I was told that my first three checks were authorized June 22nd and that I should receive them soon. I got them on June 30th. That's about 12 weeks processing time. S&W's printed promise is 8-10 weeks. But, not too bad overall.

But, when I asked where my other NINE rebate submittals were, I was told that they had no idea! She said they were overwhelmed with the response to the rebate program and so far behind that rebates submitted in May would not show up in their system for processing until August!!! And those submitted in June would not show up until September!!!

Piss poor to say the least! A total letdown by S&W when their rebate form said to allow 8-10 weeks to receive a check! So, now they're talking 90-120 days!

Worse, is that you don't get any acknowledgment that your rebate submittal has either been received or authorized or processed or mailed...it's just one big, black hole!

Shame on S&W and, in particular, their president Matt Buckingham, who hasn't done anything to speed up the process or keep S&W's original promise of 8-10 weeks. His apology letter on June 21st and his deadlines have since passed with minimal results. So, we're forced to wait and wonder and hope that our blind faith in S&W and Milano will someday result in our rebates getting fulfilled as promised.

This is an unresolved mess caused by S&W's lack of concern for loyal customers who put their money on the line, trusting in the S&W brand name. Instead, we got thrown into the black hole of customer dis-service and left there by S&W's top guy, Matt Buckingham.

Well, nowadays it seems everybody's got a boss and Buckingham's lives at the headquarters for S&W's owner, American Outdoor Brands, American Outdoor Brands, (844) 363-5386, James Debney, President & CEO. Maybe, just maybe, it's time for a little exposure at the top of the food chain. By the way, according to SEC disclosures, poor James Debney only earned $5,259,071 Total Compensation last year. What's a few $75 checks to that guy, huh?

If a few thousand unhappy customers called or wrote to Big Jim Debney about just how unhappy we are with this rebate processing fiasco, maybe there'd be a few more resources thrown at the program besides Milano's overwhelmed owner asking Gertrude or Millie to come in on Saturday morning for a few hours to try to enter a couple more names into the Milano website computer (which is a misleading and dysfunctional mess in and of itself).

Well, patience my friends, and maybe a few thousand phone calls, emails and letters of complaint to Mr. Debney will provide us with a brighter future in the form of our overdue $75 rebate checks.

PS - If they can't cut a $75 check after 3 months, how the hell are they gonna send us a handful of magazines, a mag loader, and a couple of boxes of Hornady ammo that doesn't feed worth a poop through most Shields??? Fool me once......

I can understand being anxious for a rebate when it totals hundreds of dollars. Or if someone was depending on the rebate to help make the purchase. But honestly I don't recall ever getting a rebate in a timely fashion from anyone. When Beretta had their rebate thing going on a few years ago it took so long I had pretty much forgotten about it. I'm actually surprised that some guys have already gotten theirs. I always figure it will be months before I hear anything.

My complaint simply regards the inability to have a clear confirmation that our submitted materials are received and proper. With available technology, it should be quite simple to confirm acceptance of a proper claim (either by automated email or on a website) in a timely manner.

That we all received emails from Mr. Buckingham indicates that they have captured our email addresses. What would it take (and cost) to have a system that performs the following way?

1. We submit our claims either online or by USPS.

2. Somebody (probably Milano) sends an email acknowledging receipt of the submission, confirming the date, serial number(s) quantity and dollar value of the rebate and a note saying the submission is pending confirmation of the relevant data (serial numbers, etc.).
3. Another email when the submission has been validated and processed.
4. Another email when "the check is in the mail".

I think all the above could be completely automatic for online submissions. With OCR (optical character recognition), I think they could scan those that come by mail and then all the emails could be generated automatically. It might also have made sense for them to tell consumers, in advance, that online submissions will be processed more quickly in order to reduce their workload.

My issue with their management of the program isn't with the time it takes to receive the money. I'll survive and maybe lose a few unneeded pounds if I can no longer afford to eat while waiting. What disappoints me is the lack of communication. We know that rebate claims must be submitted by the end of this month. What we don't know is whether those we submitted months ago have been received and are proper.

What do we do? Bombard Milano with duplicates and make the process even more bloated?

While some have had better results than others getting their rebates.Most folks here aboard would have a few clicks on the life experience clock . (me 55 ) Haveing that experience most would know that rebates are not always going to be what you thought they would be. Money wise or timeline wise Good Luck to all.

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Spin The Wheel

Back about four or five years ago I bought an M&P pistol. At the time S&W was offering two free magazines. I don't recall what company was taking the info and filling the orders, but it took forever.

I eventually call them and found out that S&W ran out of magazines, due to the political climate at the time. That's understandable, but they also told me they never got my paperwork, so I had to re-submit copies. I finally got the magazines. I guess all kinds of issues can pop up.

I've had good luck with Remington sending out ammo rebates quickly, though. Maybe it's the company they work with.

Bill

This 100%. Every rebate I ever filled out took forever. When they finally came I had to remember what it was originally for. Everything from firearms to computer components even baseball cards (when I was a kid). None ever came in the 4-6 weeks as promised.

Sent from my XT1650 using Tapatalk

I bought my Shield in early April and sent in my rebate claim by mail. The check came in last week, so about three months.

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Made it, Ma! Top of the world!

I agree. Like the member to whom Arik was replying, I have forgotten about most rebates I received before they arrived. I never really bought something solely because of a promised rebate, because if I couldn't afford the item at the time, then I didn't buy it. I certainly never went into debt, like using a credit card, hoping the rebate would arrive in time to help pay the bill (not saying this is case with anyone who purchased a Shield). The rebate is a bonus. With any popular rebate, the issuer is going to be overwhelmed. Doesn't sound to me like any buyers are not getting the rebate at all, it just takes some time, and it also sounds like they're being processed in the order received. As for those who want confirmation of the receipt of the application, that is also something I've never received. I've received a couple rebates of over $100 over the years for buying tires. Never thought anything of it after I mailed in the paperwork until I got the check or prepaid debit card back. I guess I'm just more patient and less psycho about these things than most. I'm also not that guy who calls S&W every other day to check on the progress of my repair . . .

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Wisdom comes thru fear . . .

The process is very slow, I understand there is a lot of data to be collected and processed but the savings should be instantly..I'm still waiting for my first check, and just bought another shield..the wait still continue.

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M&P 9, Shield9.

I understand that you're upset but your logic circuit has shorted. Yes, the Big Cheese sent out an email claiming that any submission received by June 30 would be completed by July 31, but that could be seen to be bogus on its face when April's submissions were already missing the 8-10 week projection. Cry me a river.

Where logic is breaking down is in the tantrum. Your April submissions got paid in July but you say that's almost understandable. It's not 8-10wks but it's "close". April-May-June-July, roughly three months. Admittedly they were swamped with requests. Do you think they became less swamped as we moved through May and June?

If they're telling you that May submissions can expect to be paid in August, that's still the same three months. May-June-July-AUGUST. If June submissions are paid in September, still roughly three months,....June-July-August-SEPTEMBER. I don't really expect that to hold up, but if they remain within a few weeks of that,.....oh well. Yeah, it would be nice to get the feedback in less than a month on the Milano website when you make a submission, but apparently that's not happening. What do you want S&W to do about it?

Other than the fact that it's taking 10-12wks instead of 8-10wks I really can't see why folks are having a meltdown. So far people who submitted in April are receiving checks(got my first one yesterday even tho the Milano website doesn't list any as shipped yet). Something tells me that they'd still be on schedule if it weren't for nervous people submitting duplicate rebates online, by mail(doubtlessly with adult sig and return receipt)and probably in person,....and then calling and emailing to confirm receipt. Give it a break folks. Let the thing play out. Go out and shoot your new gun that you already saved a hundred dollars on even without the rebate. Relax,...have fun,...summer will be gone soon.

I agree with Muss Muggins, a rebate isn't usually the deciding factor in making a purchase, Guns or otherwise. I bought 3 Springfield Professionals within a month, I sent in the gear up rebates and they are slowly starting to arrive. I'm usually surprised with their arrival, and don't dwell on it. I could understand the frustration when you are owed $900 but, Just keep track of the rebates and make sure you get them all.

I submitted mine on 4/14. Still nothing. And I never got the mass email either.

I didn't need a new Shield. I, like many others I am sure, bought the Shield specifically because the rebate made the price just too good to pass up. I'm not hurting for money, but 3 months is unacceptable.

I got a $75 rebate from Remington when I bought one of their 1911's in maybe 6 weeks.

My grandmother was right yet again. Some people really will complain about getting something for nothing.

I received a Tractor Supply rebate in just over a week when they said it would be 8-12 weeks. I was totally surprised.

I don't buy anything just because of a rebate.

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Sure you did

The average rebate I have done through Remington took three weeks with the longest at six weeks. This 3 month deal is rather disappointing

What kaveman says:

"Other than the fact that it's taking 10-12wks instead of 8-10wks I really can't see why folks are having a meltdown. So far people who submitted in April are receiving checks(got my first one yesterday even tho the Milano website doesn't list any as shipped yet). Something tells me that they'd still be on schedule if it weren't for nervous people submitting duplicate rebates online, by mail(doubtlessly with adult sig and return receipt)and probably in person,....and then calling and emailing to confirm receipt. Give it a break folks. Let the thing play out. Go out and shoot your new gun that you already saved a hundred dollars on even without the rebate. Relax,...have fun,...summer will be gone soon."

Let's put it in perspective folks, this is not the results of an oncology test you are waiting for, it is a rebate for a firearm that you chose to buy because you wanted it. Quite frankly, I am okay with the rebate coming a little later, look on it as sort of forced to save a few extra bucks.

And again, as kaveman says:
"Go out and shoot your new gun that you already saved a hundred dollars on even without the rebate. Relax,...have fun,...summer will be gone soon."

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DAV Life Member

I too consider rebates as a bonus for buying an item. I dont use cash back to pay for the original purchase, dont wait for free mags to use a new gun, and so on.

Some rebate companies are great to work with, everything can be online and tracked/confirmed at the click of a button. Others not so much.

I cant recall ever not getting a rebate so i send them in and its a little surprise when they show up.

Though I may be inclined to let the Mrs know a big rebate is why I bought something, to take the edge off... much like her coupons on her purchases..... Helps keep marital bliss as we hit 31 yrs today lol

Walmart's having a big Two-For-One Sale on their 100% Cotton Full Size Crying Towels.

Better get on down there and get in line before they're all gone!

Happy Anniversary Ranger17 ! We are approaching 32 years this October, so can appreciate the need to have little things like that keep the marital bliss!

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DAV Life Member

Well to me $900 is a lot of money. But, if you can afford to buy 12 shields I guess I don't see what your problem is. I would be too busy shooting my 12 shields to worry about the rebates.

I'd worry about paying for ammo in 12 Shields lol.

But back on point, perhaps all the hoopla that surrounded this Shield rebate (after all, put rebates on one of the most popular guns out there and there will be a high volume of entries) will have S&W reconsider either whom they have handle their rebates; or look into requirements that streamline the process for consumers and themselves. Happy customers tend to be repeat customers.

I don't know ???????

You get a $75.00 rebate on a Shield9/45 or $50.00 on a BG380.
You get a top selling handgun at a discount.
The discount pays for your new holster, or premium gun belt, or ammo or range time or etc...etc...etc....etc.....

But gee....you gotta wait a while to receive it...
I feel so bad for you....wish I could make it all better

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Hipcocked45

This is 2017, why should it take longer to get a rebate check from a private corporation that it does to get your income tax refund?

Maybe because the IRS has thousands of taxpayer-funded agents working nonstop to enforce the tax code, while S&W probably only has a handful of employees processing hundreds of thousands of rebates.

Boy, for so many people who express contempt for S&W in certain sections of this forum, they sure seem to sell alot of guns.

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Sure you did

S&W is probably just waiting for the close of the BATFE investigation.

I, like many of the posters here, have sat and listened to the complaints about the rebate process and am amazed.

S&W is a great company that, like many companies in today's world and work force, has some struggles at times.

But the price of my Shield, without the rebate, was hard to pass up and when I get it I will get it.

Let it go man, let it go.

Shameful:
adjective
worthy of or causing shame or disgrace.
synonyms: disgraceful, deplorable, despicable, contemptible, low, unworthy, ignoble, shabby, dishonorable, discreditable, reprehensible, low, etc, etc.

OP, I am not usually the grammar police hereabouts, but you might want to just think about amending the title of your post, the adjective you used may not have been the best choice of words, by the way, this is the S&W Forum, just sayin'

PS: To edit a post, all you have to do is click on "Edit" and then "Go Advanced" to change a title (if you are so inclined).

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DAV Life Member

WOW! What a thread I started (inadvertently). Really, I wasn't trying to wake up the dead, I only wanted to share what I learned about the process and timing with the rest of the forum. And, I wanted to poke a little sarcasm at President Buckingham for his mass letter. I wish his letter ended with this: "I'm so sorry we dropped the ball on this rebate process that I'm upping your rebates from $75 to $100 per gun just because we appreciate your business". Yup.
Lots of good responses above and very interesting varied viewpoints.
Don't get me wrong....I love my Shields and I know S&W is a good company. I've been buying, selling and carrying their products since 1966, although not exclusively.
Also, I bought these 12 Shields because of the real value they represent at these price points including the rebates.
If I wasn't already eating Cat Food instead of StarKist Tuna, I probably would have bought 12 more!
BUT - - - When the guys at the top are banking almost 6 Million bucks a year in salary & bonuses (That's only about $16,500 PER DAY) I guess I feel slightly unappreciated when I have to wait 3+ months for my meager $900. I'm tired of being a silent underdog....That's why I voted for The Donald!

I'm of the opinion that if you can't afford to buy the gun unless you get the rebate, you can't afford the gun! As Muss Muggins said in his Post #8, "The rebate is a bonus!"

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It's The Carbonaro Effect!

I knew to avoid the rebates as they are a big headache every time with the "fulfillment" companies finding any excuse they can to rip you off. People grow tired of pursuing their rebates then they give up. Next thing is that the rebate fulfillment companies pocket the profits.

I'm still waiting for my decoder ring, I sent in 10 boxtops in '66. I know I moved a few times since than , but everyone else seems to find me.

Some of the retail dealers in their ads emphasized a price that was "after rebate". In effect they were using the rebate to make the price seem lower. I would guess a lot of people saw the gun more affordable as a result of the way they were advertised.

I agree, but when the pistol changed hands, the price paid was without the rebate subtracted . . .

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Wisdom comes thru fear . . .

My opinion of rebates are that manufacturers or whoever knows a decent percentage of the forms will not be forwarded within the restraints set by the rebate program; that a decent percentage will not be a correctly completed and thereby voided; that a decent percentage of the the forms will be never be submitted at all. That reduces the refund outlay but makes for a spike in sales on the front end. Good business gimmick.

My rebate (just) came in 12 weeks from submission.

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Dave

I paid $294 (shipped) for my Shield before the rebate. This pistol is worth every penny of that $294, so the rebate is great but I'm not expecting to get it until at least August.
My biggest gripe about it is the lack of email confirmation when submitted online. To send an email from a web based form submission and log that in a database for future reference is like Web Programing 201... a little more advanced than entry level but stil pretty damn easy.

As long as I get my rebate money some day, I'll be happy. I didn't want or need a Shield but for a bit over 200 bucks it seemed too good a deal to pass up and now that I have the gun I like it a LOT more than I thought I would. I think it is easily as good as some of the pistols out there that
cost 400-500 dollars so no complaints here.

Never had that. Never pursued it, never called, emailed, no carrier pigeons or smoke signals. I sent them out and one they my rebates came in. Simple as that.

There may be mistakes here and there but the whole thing about them hoping you stop calling or don't call at all so they can pocket a few pennies is nonsense

Sent from my XT1650 using Tapatalk

So many dumb responses here. And quite insulting. Nobody is eating cat food because their rebate isn't here. Nobody bought a gun they couldn't afford without a rebate. A respected company offered a rebate that they knew would generate huge boosts in sales. They failed to prepare themselves for the deluge. And people they promised their rebates to are stuck waiting.

So let me ask all the "stop crying about it" people a question. What if it took 6 months? A year? Would you be pissed then?

S&W screwed this one up, period. They didn't prepare for what they surely knew would be a huge boost in sales and they are not making it right with those they have screwed. There's no excusing it.

I'm not hurting for money. Have a pension plus a very good paying job. But it's my money. I shouldn't have to wait this long for it.

I don't like rebates I'd much prefer some extra cash at the point of sale.

All of us who took advantage of the rebates truly deserve to have the rebates delivered as promised. But I'm not losing sleep over the speed in which they are delivered. I got my first one yesterday that was submitted the first week of April. I would have made my purchases regardless of the rebates, so as they are received....great!! We'll see when the 2nd one shows up from a submission date of the end of April.

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NRA Life Member, Patron

At this point, it's taking a couple of weeks longer than the couple of months you were told, but it's happening. That is all. Why all the drama?

Yeah, I get that everybody wants to know. I want to know. That's why I've carefully posted how my rebates are going,.....because I can't count on getting good info from Milano and it helps ease my mind to see how others are doing. We need to work together to achieve a good understanding of what to expect. It looks like we can expect 90days+/- at this point and at least I personally am expecting that to slide as time goes by. I'm not going to even think about the rebates I submitted Saturday until my next birthday(which is Oct6 in case anyone wants to think about getting me something,......(I prefer sporty hardtops over convertibles and like white better than red fwiw).

None of it has anything to do with S&W. They're not running the show.

That reminds me, I also did not receive my decoder ring after sending in my box tops of Frosted Flakes back in '67 right before I went in the service, and I still have a bunch of messages from Tony the Tiger to decipher, I know I should have used his full name "Anthony Tiger", so could be my error; but what gives, I am sending a strongly worded letter to the CEO.

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DAV Life Member

It has everything to do with S&W. they farmed this out to Milano and are paying them for the service. They should be kicking Milano's *** for this. Or at least making it right with their customers.

What if it took 6 months? Then it took 6 months. Simple as that. I've never seen a rebate delivered on time so why would this be any different

Sent from my XT1650 using Tapatalk

I'm not a rebate expert, but the way I read the offer, your 3 checks that are in the mail are all your going to get from them. My interpretation is that you bought three models covered by the rebate, defined by the three different calibers.

The offer is for "one rebate per each new model" hence three checks for your three models purchased.

I hate to be the bearer of bad news, and hope I am mistaken.

I don't think smith & Wesson is "screwing" anybody. You may get your money later than promised. You saved $75 on a cheap gun. Why stress out?

Mmmm...sorry. Very mistaken. Have the checks to prove it.




We seem stuck in the day and age of "Instant Gratification"


.

Nonuthin - I don't blame ya at all! You did you part and they should have followed through. Bottom line is they bank on people not wanting to go through the entire process for a rebate - so stay on top of it. If they really wanted to give the rebate - they could have just discounted the firearm to begin with - it is all a game - don't let them off the hook.

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.:God Bless America:.

With all the belly aching, you would almost think that nobody would buy a Shield if they didn't get a rebate... but S&W sold a million before the rebate program even started. I bought 3 without a rebate and haven't lost any sleep over what I paid.