Problems with SWFA Purchase

joeg26er · January 2, 2009, 09:41 PM

Hey guys -
I made my first purchase from SWFA for my AR and am having problems with their customer service.

Is there someone I can send an email to besides their "normal" CS reps?

I won't make my issues public until I have exhausted my options in order to be fair to their company.

thanks
Joe
______

Inspector3711 · January 2, 2009, 10:13 PM

Wow,

I was just thinking "thats strange". Then I remembered that when I bought my Burris Zee rings (they had the lowest price on the planet) it seemed to be taking awhile to get my rings. I tried emailing with no reponse. Two days later the rings showed up. I, of course, don't know if this is your beef but if it is I would just relax for a couple more days. They have a good reputation.

Horseman · January 3, 2009, 10:06 AM

Did you call them? THey have a knack for taking your order without telling you if stuff's on backorder. I've cancelled orders in the past for that very reason. I don't know if that's your problem or not but that's the only negative I've had with them.

JAYBIRD78 · January 3, 2009, 12:29 PM

Threaten to cancel your order in 48 hrs if you receive no response. That is how I got satisfaction. I have had excellent service from them in the past. Give them a chance but be firm. People stop bluffing most of the time if you call them on it and you can back it up. Good luck

joeg26er · January 3, 2009, 02:59 PM

I sent them an email on Friday and pending their reply - I will post details.

I received the item I ordered but there was an issue with it and they are not being very good about taking care of the problem.

Tombstonejim · January 3, 2009, 03:23 PM

It is New Years Weekend. I doubt anyone has been at work since Friday noon and won't be until Monday.

McKinneyMike · January 3, 2009, 05:12 PM

Goto SWFA's forum at http://www.opticstalk.com/ and look for Chris Farris. He is the guy to discuss your issue with or call them and ask for him.

I agree that I have never heard of any issues with their CS.

joeg26er · January 3, 2009, 10:15 PM

seems like SWFA is deeply disappointing bunch of other people on AR15.com

http://www.ar15.com/forums/forum.html?b=2&f=78

Horseman · January 3, 2009, 10:38 PM

WOW. That's a *&^storm. Not good business practices. The internet's a dangerous thing sometimes if you're not delivering up to expectations.

sholling · January 4, 2009, 12:11 AM

Just call them. Their inventory system is not tied in with their website so the order page has no way of knowing if the have stock. They're really nice honest people so just call them and they will get it straightened out. In fact always call and confirm stock before placing an order with any small retailer.

Horseman · January 4, 2009, 04:54 PM

Quote:

Just call them. Their inventory system is not tied in with their website so the order page has no way of knowing if the have stock. They're really nice honest people so just call them and they will get it straightened out. In fact always call and confirm stock before placing an order with any small retailer.

Good advice. Unfortunately the first order I ever placed with them 3 years ago I called by phone and didn't think to ask if it was backordered. 3weeks later I called and was told it was on backorder. I cancelled the order. I've bought scopes from them since without a problem but I ALWAYS ask for availability. They are easily the worst at letting you wait without informing you of status of any company I've ever ordered anything from sporting goods related or not. Their 110% price match guarantee is misleading as well. I found a scope for $50 less from almost every other online retailer. I had to call and give a list of vendors so they could see if they were "certified vendors". Then what you get is the price of the competitor and 10%of the difference. So I save $5 on the scope instead of buying it from the vendor who ALWAYS has a good price. I still buy stuff from them but their prices have gone from wholesale to high end of retail in the last couple of years.

sholling · January 4, 2009, 08:15 PM

Quote:

Their 110% price match guarantee is misleading as well. I found a scope for $50 less from almost every other online retailer. I had to call and give a list of vendors so they could see if they were "certified vendors". Then what you get is the price of the competitor and 10%of the difference. So I save $5 on the scope instead of buying it from the vendor who ALWAYS has a good price. I still buy stuff from them but their prices have gone from wholesale to high end of retail in the last couple of years.

I can't disagree. When they have a special going it's hard to beat their prices, but the rest of the time they're about average for an online retailer.

I can't speak for SWFA but a lot of these smaller online retailers have little inventory and rely on drop shipping from the manufacturer. That's why most can't tie inventory systems into the website. Optics Planet is or was that way, but if you call them their CSRs can access the manufacturers' inventory systems. It's not fool proof but it gives you the best odds of not getting stuck with a back order.

joeg26er · January 4, 2009, 11:29 PM

my problem with SWFA is not an instock / out of stock issue
but that is pretty bad if they take your money on an out of stock item and worse yet they hold onto it until you ask them what is going on
that is ridiculous...

my problem is I received an item (guess I got lucky there)
then there was a problem with one of the components
and therein lies the customer service complaints

I should note - good customer service is defined by how a company handles problems

thus, if you did NOT have a problem with your order that SWFA had to overcome, you cannot comment on this most important aspect of customer servcice

If you had a problem with your order and SWFA overcame it to your satisfaction or otherwise, please comment on That

thinkingman · January 5, 2009, 12:36 PM

I have made about a dozen deals with SWFA and everyone was fast and professional.
I think they care about their reputation.

joeg26er · January 5, 2009, 06:42 PM

I sent an email on friday without reply - this is bad customer service

I will call them tomorrow and see what they have to say on the phone

Horseman · January 5, 2009, 07:57 PM

Quote:

I think they care about their reputation.

Then they have not been sleeping well the last few weeks.

joeranger · January 13, 2009, 10:54 AM

If you post something bad about SWFA on opticstalk, be ready to be flamed.

Legionnaire · January 13, 2009, 11:40 AM

Hmmm; interesting. I've bought from SWFA over the years with no complaints. But some time ago I placed an order for a scope and a set of mounts. Got an email ten days later saying that the scope was backordered; nothing in the message about when it might ship, whether they were holding the order; when the mounts might ship, etc. No word since, and it's been over a month. Beginning to assume that they cancelled the entire order because the scope wasn't in. Sorry. Back to BearBasin for me.

overkill556x45 · January 13, 2009, 12:28 PM

I tried to buy a scope from SWFA last year. After two months on backorder with no mention of when it might ship, and after phone calls promising it would ship "soon" I canceled my order and bought from Midwayusa.com. Four days later my scope was attached to my rifle.

I know SWFA is busy, but is Midwayusa or Brownells any less busy? I think SWFA is a decent website but something needs to be done to keep massive backorders from piling up.

Horseman · January 13, 2009, 02:16 PM

Quote:

If you post something bad about SWFA on opticstalk, be ready to be flamed.

That is possibly the truest statement I've read on TFL. Better yet try to tell them Leupold doesn't suck.

January 2, 2009, 09:41 PM	#1
joeg26er Member Join Date: November 18, 2007 Posts: 42	Problems with SWFA Purchase Hey guys - I made my first purchase from SWFA for my AR and am having problems with their customer service. Is there someone I can send an email to besides their "normal" CS reps? I won't make my issues public until I have exhausted my options in order to be fair to their company. thanks Joe ______

January 2, 2009, 10:13 PM	#2
Inspector3711 Senior Member Join Date: February 9, 2008 Location: Puget Sound Washington Posts: 1,553	Wow, I was just thinking "thats strange". Then I remembered that when I bought my Burris Zee rings (they had the lowest price on the planet) it seemed to be taking awhile to get my rings. I tried emailing with no reponse. Two days later the rings showed up. I, of course, don't know if this is your beef but if it is I would just relax for a couple more days. They have a good reputation. __________________ "If someone has a gun and is trying to kill you, it would be reasonable to shoot back with your own gun." The Dalai Llama (5/15/01, The Seattle Times) "That rifle on the wall of the labourer's cottage or working class flat is the symbol of democracy. It is our job to see that it stays there." George Orwell

January 3, 2009, 12:29 PM	#4
JAYBIRD78 Senior Member Join Date: May 4, 2007 Location: People's Republik of Illinois...in "gun valley" Posts: 366	Threaten to cancel your order in 48 hrs if you receive no response. That is how I got satisfaction. I have had excellent service from them in the past. Give them a chance but be firm. People stop bluffing most of the time if you call them on it and you can back it up. Good luck __________________ Forgive me ....I can not spell. NRA LIFE MEMBER 2009

January 3, 2009, 02:59 PM	#5
joeg26er Member Join Date: November 18, 2007 Posts: 42	swfa problem I sent them an email on Friday and pending their reply - I will post details. I received the item I ordered but there was an issue with it and they are not being very good about taking care of the problem.

January 3, 2009, 05:12 PM	#7
McKinneyMike Junior Member Join Date: January 3, 2009 Posts: 3	Swfa Cs Goto SWFA's forum at http://www.opticstalk.com/ and look for Chris Farris. He is the guy to discuss your issue with or call them and ask for him. I agree that I have never heard of any issues with their CS.

January 3, 2009, 10:06 AM	#3
Horseman Senior Member Join Date: February 1, 2006 Location: Midwest Posts: 1,067	Did you call them? THey have a knack for taking your order without telling you if stuff's on backorder. I've cancelled orders in the past for that very reason. I don't know if that's your problem or not but that's the only negative I've had with them.

January 3, 2009, 03:23 PM	#6
Tombstonejim Senior Member Join Date: October 22, 2007 Location: Tombstone Az Posts: 202	It is New Years Weekend. I doubt anyone has been at work since Friday noon and won't be until Monday.

January 3, 2009, 10:15 PM	#8
joeg26er Member Join Date: November 18, 2007 Posts: 42	SWFA.com customer service being reviewed badly seems like SWFA is deeply disappointing bunch of other people on AR15.com http://www.ar15.com/forums/forum.html?b=2&f=78

January 3, 2009, 10:38 PM	#9
Horseman Senior Member Join Date: February 1, 2006 Location: Midwest Posts: 1,067	WOW. That's a *&^storm. Not good business practices. The internet's a dangerous thing sometimes if you're not delivering up to expectations.

January 4, 2009, 12:11 AM	#10
sholling Senior Member Join Date: May 18, 1999 Location: Hemet (middle of nowhere) California Posts: 4,261	Just call them. Their inventory system is not tied in with their website so the order page has no way of knowing if the have stock. They're really nice honest people so just call them and they will get it straightened out. In fact always call and confirm stock before placing an order with any small retailer. __________________ Proud Life Member: National Rifle Association, California Rifle & Pistol Association, and the Second Amendment Foundation. Annual Member: Revolutionary War Veterans Association (Project Appleseed) and the Madison Society.

January 4, 2009, 11:29 PM	#13
joeg26er Member Join Date: November 18, 2007 Posts: 42	my problem with SWFA is.... my problem with SWFA is not an instock / out of stock issue but that is pretty bad if they take your money on an out of stock item and worse yet they hold onto it until you ask them what is going on that is ridiculous... my problem is I received an item (guess I got lucky there) then there was a problem with one of the components and therein lies the customer service complaints I should note - good customer service is defined by how a company handles problems thus, if you did NOT have a problem with your order that SWFA had to overcome, you cannot comment on this most important aspect of customer servcice If you had a problem with your order and SWFA overcame it to your satisfaction or otherwise, please comment on That

January 5, 2009, 12:36 PM	#14
thinkingman Senior Member Join Date: March 27, 2008 Location: western WA Posts: 691	I have made about a dozen deals with SWFA and everyone was fast and professional. I think they care about their reputation.

January 5, 2009, 06:42 PM	#15
joeg26er Member Join Date: November 18, 2007 Posts: 42	no reply to my email sent on Friday I sent an email on friday without reply - this is bad customer service I will call them tomorrow and see what they have to say on the phone

January 13, 2009, 10:54 AM	#17
joeranger Senior Member Join Date: March 18, 2006 Location: Virginia Posts: 423	If you post something bad about SWFA on opticstalk, be ready to be flamed.

January 13, 2009, 11:40 AM	#18
Legionnaire Senior Member Join Date: July 25, 2000 Location: Central TX Posts: 1,503	Hmmm; interesting. I've bought from SWFA over the years with no complaints. But some time ago I placed an order for a scope and a set of mounts. Got an email ten days later saying that the scope was backordered; nothing in the message about when it might ship, whether they were holding the order; when the mounts might ship, etc. No word since, and it's been over a month. Beginning to assume that they cancelled the entire order because the scope wasn't in. Sorry. Back to BearBasin for me. __________________ Cogito, ergo armatus sum.

January 13, 2009, 12:28 PM	#19
overkill556x45 Senior Member Join Date: August 19, 2007 Location: Iowa Posts: 624	I tried to buy a scope from SWFA last year. After two months on backorder with no mention of when it might ship, and after phone calls promising it would ship "soon" I canceled my order and bought from Midwayusa.com. Four days later my scope was attached to my rifle. I know SWFA is busy, but is Midwayusa or Brownells any less busy? I think SWFA is a decent website but something needs to be done to keep massive backorders from piling up.