What's Up With Brownell's Customer Service?

[jmiles1960]

I have been a life long Brownell's customer for decades. My last order was a complete disaster. I ordered 4 in-stock gunsmithing tools that took literally 4 weeks and more than 5 phone calls to get the order processed and shipped. Their customer service was complete chaos, with often more than 40+ calls "in the queue" as I waited, time after time.

When my ordered arrived, it was wrong... missing one of the items. A call back to Customer Service required me to be interrogated as if it was my fault the item was missing or left out of the box somehow. A $25 item for crying out loud.

Very disappointing. I don't know what's going on there but I will be looking elsewhere for gunsmithing supplies. I am still waiting for that one item to finally arrive.. and again, another call to Customer Service today while I wait on hold.

Sorry about the rant. As much $ as they guys are pulling in, I would have expected a bit more from their Customer Service these days.

 

[Lee in Quartzsite]

I just placed an order online last Friday, coming FedEx on Thursday according to the tracking number they E-mailed me. I’ve been have slow delivery times from Midway. Plus, haven’t seen any discount incentives from Larry for the past couple of years.

 

[Cdog]

Agree with the OP.

I still on occasion purchase from Brownells, but their pricing usually makes me buy elsewhere when possible.

I don't mind paying a bit more for better service. For my $$$, Brownells isn't able to justify their higher prices.

 

[CCantu357]

I placed an order for a Lyman manual recently from Sinclair International, which is now part of Brownells. The order was delayed slightly, but they did give me a discount for the trouble. While this is the first time I have had any issue with them, the fact that provided a discount made up for it.