IS ANYONE ELSE FRUSTRATED WITH BROWNELL'S NEW SEARCH BAR FUNCTIONING?

[Shotguncoach]

It's even more frustrating when you know why things like dashes in part numbers return no results and how easy it is to fix.

If the internal search isn't working for you, try using an external search engine and typing the search term like this: "brownells.com rebound slide tool"

The additional bonus from external search engines is that you'll probably also get small business results and can pick your retailer based on personal preferences.

 

[jkd88]

4 decade customer here also. Agree, there is something wrong with their user experience ("UX"). I'll enter something that I know they have in stock in the search and it simply does not respond, not even a negative return. I've had much better luck using an external search engine specifying their site such as the below string (substitute whatever you are looking for):

superduper trigger n frame site:brownells.com

Using an external search engine also allows you to use Boolean operators, for example if you want to look for model 60 parts but are not interested in grips:

model 60 parts -grips site:brownells.com

Changing to another browser and/or clearing browser cache may also help, but for certain Brownells is probably loosing a lot of business because of the search engine issues.

 

[offrdmania]

Its easier for me to type in Brownells and what im looking for in Google and it will bring up the link directly to the item.

 

[H Richard]

Evidently they do not have a CPA for a CFO. I'm sure he would be recognizing a drop in revenue and be searching for the reason. Lets hope someone finds the reason soon.

 

[Oldsalt66]

I've never found the Brownells site to be user friendly to the point I look elsewhere before ordering from them.

 

[Krogen]

. . . but for certain Brownells is probably loosing a lot of business because of the search engine issues.

Bingo! You would think they'd realize this. However, it seems they don't know, or don't care. Brownells' website was problematic even before the big "improvement" a few years ago. Then they re-designed it and it's a gigantic pain. Nearly unusable.

I rarely buy from them anymore because 1) I can't find what I'm looking for, 2) it's out of stock or 3) the price is unreasonable. It used to be the Brownells was the go-to place for gun parts and tools. Now it's just plain difficult to do business with them. They haven't made it easy.

It's not just Brownells, but many companies seems to put web designers to work and fail to test the sites for usability by real users. It's about bling, not function. The financial world is just as bad. Vanguard and Fidelity are a couple of the worst. It's a pain to find the information you want. T Rowe Price is a distinct contrast. Relatively simple design and easy to use. They put function over bling. So it is possible, if only Brownells would wake up.

 

[jkd88]

Does Brownells even offer a printed catalog anymore? It must have been expensive to print and ship those heavy docs, but I really liked them. As others noted, I also learned a lot just leafing though the pages.

Their web site admin should have access to statistics such as number of failed/abandoned searches, the last items visited from landing site hits that never resulted in purchases, which items were searched for the most, etc. The amount of analytics available to the admins can really help run a business efficiently. I remember sending an e-mail question about a forcing cone tool, never received a reply, but when I call, I can usually get someone knowledgable. Very curious why the e-commerce side has been allowed to decline like it has.

 

[TheTinMan]

When Brownell’s “updated” their website a few years ago, they lost most of my business. It was painfully obvious that whoever designed the new website didn’t have a clue how actual customers used the site. You used to be able to go:
Rifle => Marlin -> 1894 -> follower
And find relevant options. Doesn’t work that way anymore.

I had resorted to finding the SKU number from a manufacturer and entering that in the Brownell’s search. However, now I cannot even access the website on my tablet. It keeps trying to send me to Brownells Europe. I know it happened after I implemented a VPN. I called Brownells customer service. A nice woman told me “I don’t know why that’s happening but I do know the website works better on a PC.” Now in 1995 that response might have been acceptable. 30 years later??? Give me a break.

IF and only if I disable my VPN, I can use Brownell’s website on my PC. But why would I do that? Many things are out of stock. I had the white curator’s gloves on my wish list for a couple years. When I finally was able to order them, Brownells sent me white cotton gardening gloves I can get at Ace Hardware.

Brownell’s used to be my first stop for gun parts, reloading components, and basically everything related to shooting except holsters. The only time I visit now is if I can’t find what I need anywhere else … and Brownell’s doesn’t have it either 9 out of 10 times.

/rant off/

P.S. when I started working as a computer programmer in the early 1980s, I had this radical idea. If I had a question about a custom job for a specific customer, I talked to the account manager (salesman) to make sure that I understood what the customer wanted. It pissed off my manager, but the account managers loved me. A couple of them even took me to visit clients so we got it done right the first time. What a concept!

 

[LVSteve]

I saw cache mentioned in an earlier post. It could be that many of you have cookies and stuff in your browser cache that don't play nice with the new site. A clearout of your browsers might fix the issue. I rarely have these problems because my browser is set to perform a scorched earth routine at shutdown.

 

[Photog]

Does Brownells even offer a printed catalog anymore? It must have been expensive to print and ship those heavy docs, but I really liked them. As others noted, I also learned a lot just leafing though the pages.

Their web site admin should have access to statistics such as number of failed/abandoned searches, the last items visited from landing site hits that never resulted in purchases, which items were searched for the most, etc. The amount of analytics available to the admins can really help run a business efficiently. I remember sending an e-mail question about a forcing cone tool, never received a reply, but when I call, I can usually get someone knowledgable. Very curious why the e-commerce side has been allowed to decline like it has.

They do have a printed catalog, but that is an experience in itself. A couple of years ago I noticed that Brownells no longer sent out a catalog to dealers. I had been an FFL with them since 1984, and used them while working at other gunshops since 1972. I called, and you now have to pay for it, no discount on the cost. So I ordered it, and 6 weeks later no catalog. Called them and they said to allow another couple of weeks. So at the 8 week mark, I called again. They apologized and said they would send another one out, but it would not have any of the customer numbers that made for easy ordering, on the new one. They then asked if I wanted to use the charge card on file to pay for it. I informed them that since the first one was never delivered that I shouldn't have to pay. The person on the phone put me on hold for 10 minutes and then came back stating that since I was a long time customer they would waive the charge. So, 6 weeks later my new catalog arrived. I now noticed that the dealer pricing break had pretty much disappeared, with one item, I kid you not, .02 cents less than if I bought it as a non dealer. Also, IMO, if you don't want to build up "plastic" guns, 1911 platform guns, or especially AR platform guns, you are wasting your time in dealing with them.

 

[frankynohankypanky]

I also have been a customer for 40+ years and sad to say, they are the last place I go for anything now. Their new website is horrible, the search function is terrible, I have been tremendously disappointed with their customer service the last 15 years or so, their shipping has been slow. It seems that they have spread themselves too thin. They have tried (very poorly) to branch out into too many different areas (imitating Midway) and the amount of stuff "Out Of Stock" is maddening.
I noticed the business took a dramatic downward turn when Pete (3rd generation) took over and then got onto the NRA Board Of Directors. Seems that when the cat was away, the mice (those minding the store) played and customers suffered. At the same time, I started reading disturbing reviews from former employees about absolutely horrible interpersonal working conditions, even from long term employees who quit.

Maybe it's the old story; First generation starts the business, second generation really makes it, third generation loses it.

 

[chief38]

I'd suggest a call to Customer Service for starters. It can't hurt & it's toll free!

After getting quite frustrated because I could not find what I was looking for, I called Brownell's CS and the woman could not find what I was looking for either - on their own website! She spent at least 10 minutes looking and then said she would transfer me to a tech guy who might be able to help.

The tech guy immediately admitted they are having many issues with their search bar and they do get many complaints. He also told me that they are supposedly working on it. BTW, he did indeed finally find what I was looking for after I gave him the Dewey sku number. He then gave me Brownell's sku and I placed the order. I said to him no one should have to go through all of this just to place an order - he totally agreed.

IMHO their search bar went from bad to worse to horrible! I HOPE they get this thing sorted out FAST!

 

[mckenney99]

After getting quite frustrated because I could not find what I was looking for, I called Brownell's CS and the woman could not find what I was looking for either - on their own website! She spent at least 10 minutes looking and then said she would transfer me to a tech guy who might be able to help.

The tech guy immediately admitted they are having many issues with their search bar and they do get many complaints. He also told me that they are supposedly working on it. BTW, he did indeed finally find what I was looking for after I gave him the Dewey sku number. He then gave me Brownell's sku and I placed the order. I said to him no one should have to go through all of this just to place an order - he totally agreed.

IMHO their search bar went from bad to worse to horrible! I HOPE they get this thing sorted out FAST!

Problem is, it's been like this for YEARS. And yes I believe that the third generation is running it into the ground and ruining the families good name. What a shame.

 

[chief38]

Problem is, it's been like this for YEARS. And yes I believe that the third generation is running it into the ground and ruining the families good name. What a shame.

I could not agree more! How a huge company like Brownell's could let their search engine get so bad and even worse year after year is hard to grasp! One would think they would have plenty of money, intelligent employees and resources to make browsing their website easy enough for anyone to find things on. Truthfully, I can not think of a single company anywhere that has a worse website for finding items.

 

[.38SuperMan]

Last year Brownells had a special deal on shipping powder and primers. You had to get a special code and enter it at checkout. When I got to checkout their website wouldn’t allow me to complete my purchase. I tried with and without the code and every possible way. I finally gave up and tried the next day with no luck. I finally called CS and completed the order that way but the website was impossible.

I rarely buy from Brownells or Midway. Prices are too high and they’re ripping people off on shipping. So when I’m looking for something I search alternate sources and 99% of the time find better prices and lower shipping costs.

It’s amazing what you can get through Amazon. I’ve bought several sets of reloading dies at better prices and free prime shipping. With regard to shipping, having been a business owner for most of my 55 year career I know costs must be recovered. There are employs and materials involved in shipping plus the cost of the carrier fees. Shipping employs are low pay folks and materials in the quantities they buy are super cheap. These companies don’t pay retail to UPS or FedEx, they negotiate discount rates. I still do some business and ship items and even I get a discount. I started using a service called Pirate Ship and get around 60-70% discounts from UPS and USPS. Anyone can use it at no charge and it’s 100% reliable. So what’s happening companies get deep discounts on shipping and charge retail. That’s why shipping costs are outrageous.

 

[chief38]

somewhat confused here...just went there and entered cotton swabs in the keyword search and it showed me all kinds of cotton swabs....also entered bore brush and it did the same thing....what device are you using to search there site??????? Also at the top of the page if you select tools and cleaning it also shows everything they have.......I am using a Chromebook laptop and the site shows me everything I ask for.

I never said it does not work for some items. It is horrible to find specific items not listed in bulk categories. I was looking for a Dewey converter #17A to be able to use 8-32 brushes on a .17 caliber rod. The .17 caliber rods use a different thread. I could not find it and the Brownell's C/S employee could not either. She had to connect me to a tech guy and even he had difficulties!!! Finally he cross referenced Dewey's SKU number and found it that way.

I did also order a slew of other items. Some were easy to find and some were difficult. Even Brownell's themselves recognizes the difficulty using their own search bar.

 

[-BTM-]

I might have figured it out a bit. Trying to buy a range rod- see it in search, click through and get everything but a price. If I click “add to cart” from the search results it brings up the options and adds it.

Not seeing pricing w/o adding to the cart is not good.

 

[biku324]

Just used the website for a rifle purchase - fast, accurate and immediate electronic feedback. UPS says the package arrives tomorrow, 4 business days from my Sunday order.

 

[jjrr]

I agree 100% with most, they have shot themselves in the foot and if they haven’t figured it out by now maybe they will see this thread. I have always over the years used Brownells but the website is frustrating, either I can’t find anything or they don’t stock what I am used to finding there.