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"Cheaper than Dirt" customer service

Discussion in 'General Firearm Discussion' started by tomlikeaidp, Feb 15, 2011.

  1. tomlikeaidp

    tomlikeaidp Washougal Member

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    I just wanted to share my recent experience in dealing with Cheaper Than Dirt for anybody who cares to hear it...

    So I have had my sights on Ruger's new 10/22 target tactical being that it pretty much comes with all the add-ons that I would put on a 10/22 right out of the box. I have been telling my girlfriend (who couldn't care less about anything involving firearms), that I was going to pick one up when I got my tax return. So not at all expecting her to, she tells me yesterday that for Valentines day, she went onto cheaperthandirt (on the recommendation of a co-worker), got the 800 number, and ordered me one. She was so excited and proud to tell me about the process and about how she was sure to take notes without me noticing so as not to order the wrong thing. Of course I was blown away that she would go to such lengths for me especially since I would have never expected her to get me anything gun related. I was really blown away! She told me that she called in and spoke with a sales rep. informing him that she wanted a "ruger 10/22 target tactical" but that she knew nothing about firearms and could use some help. She said that the sales rep. was very helpful but steered her towards a different model that I was sure to like better. She pulled up the website and showed me the model she went with. It happened to be the SR-22 which as you probably know is .22lr version of an AR-15 based on the 10/22 platform. This would have been great except for one thing, I already have a conversion upper for my AR and I have owned .22 M4 and can't say that I liked it all that much. I also notice on the website that the "10/22 target tactical" happened to be sold out. So with my girlfriends feelings being my greatest concern, I explained how ecstatic I was that she would buy me a gun and how much I loved her and all that stuff, but that if I accepted the gun I would hardly ever shoot it and I wasn't willing to let her waste close to $500. She of course understood. I then called their customer support line ( Less than 10 hours after the order was placed) and explained to them what had happened and that I wanted to swap the order the the model that was sold out. They told me that it wasn't a problem but I would have to call back the next day. I called again this morning and was told again that it was fine but that my girlfriend would have to call to cancel the order. I told her what had to be done and waited. She then called me some twenty minutes later crying. The gal she had talked to told her that nothing could be done and she should have known what questions to ask and she was pretty much "stupid". As my girlfriend was trying to relay to the customer service agent what her sales rep had told her, the agent said "sorry" and hung up. I then called and in a calm manner explained what we wanted and how displeased we were with their customer service. I was then told that they would do everything in there power to stop the shipment but if it shipped out I was out of luck. They also told me that I was unable to back order the desired rifle and that I would be unable to return the wrong rifle if they were unable to stop the order. I am still waiting to hear back from them.

    I know that this sounds like a loose case, but the fact of the matter is that the salesmen knowing that the desired rifle was out of stock, took advantage of an unknowing customer, selling her into not only a more expensive rifle, but one on hand and able to sell that minute. Personally being in a customer service driven business myself, it seems to me that this should have very easily been resolved. I'm still waiting to hear back but I'm pretty sure I'm going to be stuck with an unwanted rifle. I know that the naiveness of my girlfriend surely played it's part, but cheaperthandirt sure hasn't done anything to rectify a seemingly simple mix up.

    So what have I learned.... Keep your dollar local! This is something my girlfriend will undoubtably remember in the future. I have shopped with Keith's, NWA, Security store, just to name a few and have experienced far far better information and support. Don't be tricked by clever names either. I checked with Keith's and they offer the same rifle I'm after for almost $100 less, and from experience I know that their customer service is not "cheaper than dirt"...

    Sorry for the rant, I just had to get it off my chest. I'll let you know how it turns out.

    P.S. If anybody wants to take an unfired Ruger SR-22 off my hands, I have a feeling it will be showing up in the cassifieds shortly.
     
  2. Skang

    Skang WA Well-Known Member

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    website name says all.

    Sorry to hear bad experience with them. And thumbs up for you GF.
     
  3. pyromancer

    pyromancer Portland Freelance Graphic Designer Bronze Supporter

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    Take your girlfriend out to dinner or get her some flowers or something in the near future. Having been in a similar situation where my girlfriend got me a gift I didn't really want, with every intention of going above and beyond and getting me "the perfect gift", this is going to hit her hard. She knows its not her fault, but your going to have to deal with a lot of bad customer service BS, or reselling the item and there is a good chance she will feel to blame. Make sure and remind her threw out the whole ordeal how much you appreciate the effort she went into in trying to get you the perfect gift.
     
  4. tomlikeaidp

    tomlikeaidp Washougal Member

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    Oh yeah. Through the whole thing her feelings are my upmost concern. I am doing all that I can to keep her from feeling any blame what so ever. And honestly, she shouldn't have to! That's the most frustrating part. But yeah, in response, She is being very very well taken care of.
     
  5. jmartin

    jmartin Portland, Oregon, United States Member

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    Man... you are lucky. I wish my girlfriend would do that for me! Even if it happens to be something I already have or do not necessarily want. My girl knows very little about firearms as well (other than what i have taught her). Even if you get stuck with a gun you do not want, maybe rather than selling it you can turn one of them into "her" gun so that you both can go shoot and play and enjoy the sport together? Maybe that will help her become more firearm savvy and she will genuinely show more interest in the sport and MAYBE she will buy you another?!

    Just my two cents...
     
  6. BillM

    BillM Amity OR Bronze Supporter Bronze Supporter

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    Did she pay for it with a credit card? Call the card company and explain the situation to them. The Better Business Bureau might be interested too--the out of stock item being "not available to order" and the sale of a higher priced item that happened to "be in stock" is classic bait and switch.
     
  7. Buddhalux

    Buddhalux Hillsboro, Oregon Active Member

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    I've never had any problems with CTD in over 6 years of ordering parts thru them. I suspect that the issue lies with their sales department who is trying to make a commision on their sales.
     
  8. Uberdillo

    Uberdillo Oregon Active Member

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    You have an AWESOME girlfriend. As per the posts above, make sure she knows that. You all give great advice on how to proceed. If you don't see any signs that she'll play with it, take it to the credit card co. and claim bait and switch if you have to. As you've described it, cheaper than dirt used her to make a sale and then refused any out once you realized what had happened. Enraging considering how your gf's intentions were manipulated. This is far from the first post I've seen about such behavior from CTD. Screw them. I'm always going to read their name as CrazierThanBubblegum anyways.
     
  9. deen_ad

    deen_ad Vancouver, WA Well-Known Member

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    As per the WA AG's office you can't claim bait and switch unless you can prove it's done purposely and more than one time. You'll really play he!! proving that from a distance. Been there, done that, got nowhere. But I suppose if enough complaints are filed then you might have a case but it probably won't help much. Did the CTD site show it was available when it was ordered?

    BBB is worthless, I've tried filing complaints with them, the last time they sided with the dealer even though the WA AG's office sided with me. The BBB even sent a letter to the AG's office, saying the dealer had contacted me and we had agreed to settle. That was an outright lie, the dealer never contacted me and I never agreed to settle, they then closed the file with nothing done. I did eventually prevail but only after another letter to the dealer from the AG's office.

    If the item was out of stock and CTD can show that is was then there was no "classic bait and switch".

    80 MILLION gun owners didn't shoot anyone today, a few criminals did!

    ----------------------------------------------------------

    The "Feedback Score" is low by 4, not everyone posts it I guess.

    Deen
    NRA Benefactor/Recruiter
    Washington Arms Collector member
    South West Washington Arms Collector member
     
  10. swwjeff

    swwjeff Fort Vancouver, USA Active Member

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    I do not, and WILL not deal with CTD. They were the first to start price gouging in 08, after the election. They had raised prices from $200 to over $500 on a case of 7.62x39 before the votes were even tallied. In my mind they helped spread fear and panic so they could fleece a few more people.
     
  11. deen_ad

    deen_ad Vancouver, WA Well-Known Member

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    Supply and demand. They have the supply and demand more $$$. You, as a consumer, can vote by not buying at the higher price.

    For the record: I've never bought a thing from CTD

    80 MILLION gun owners didn't shoot anyone today, a few criminals did!

    ----------------------------------------------------------

    The "Feedback Score" is low by 4, not everyone posts it I guess.

    Deen
    NRA Benefactor/Recruiter
    Washington Arms Collector member
    South West Washington Arms Collector member
     
  12. BrentN

    BrentN Kelso Active Member

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    I've never bought from CTD, and after reading this, never will. Customer service is where it starts and ends. Good luck.
     
  13. madcratebuilder

    madcratebuilder Ardenwald, OR Well-Known Member

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    The day after Obummer was elected CTD changed their pricing, and it didn't go down. This is a screen shot I took on AR mags.

    pmag.jpg

    Doubled in price overnight.
     
  14. deadeye

    deadeye Albany,OR. Moderator Staff Member

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    I used to buy quite a bit from them until they became " Not so cheaper than dirt". I can find most of their items at Sportsman's guide or elsewhere cheaper, I only buy from them if I cant find it elsewhere. As far as customer support they are good but I always buy on line, no phone contact.
     
  15. 3 AE

    3 AE Oregon Member

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    :jawdrop: Yeah, I didn't care for their business practices either when they went from cheaper to one of the most expensive internet vendors during the frenzy. Supply and demand is one thing. But price gouging is another. But it is up to the buyer to go/no go. I got to wonder how many people bought the Magpuls at triple their normal price since that model sells for $13.00 at some vendors.
     
  16. billdeserthills

    billdeserthills Cave Creek, Arizony Well-Known Member

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    Hey Now,
    I want to get in on this crapping on Cheaper Than Dirt also,
    I recently was contacted by a client who bought a rifle from Cheaper than Poo & he wanted to transfer it in to my shop. I receive the gun, not from Cheaper than Fishes but from Their Distributor. No FFL is included in with the gun, which means I cannot log this rifle into my A&D Book, which obviously means that it cannot be picked up by the new owner. I explain all of this to the shipper & also to Cheaper Than Slut. They both blame me for not having any way to print the FFL off from the computer, neither one has any defense for the gun not being shipped with the FFL inside the package. Customer waits several days to get his gun- The End
     
  17. 3 AE

    3 AE Oregon Member

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    Cheaper Than Poo,Cheaper Than Fishes,Cheaper Than Bubblegum, Cheaper Than........! :rofl1: That is too funny!
     
  18. Kimber Custom

    Kimber Custom Vancouver, WA Bronze Vendor Bronze Vendor

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    Hang on, let me put on my flame retardant suit, my kevlar vest and a helmet... okay, I'm set.

    No excuse for bad customer service. Any call that ended in a customer in tears is an employee that should be fired.

    That said; what did the sales guy do that was so wrong? He didn't have the product she asked for and he proposed a reasonable substitute. He didn't know you already had the AR conversion or that you didn't like the .22 M4. He had a customer on the phone that needed help and he made a best effort to do so (she even said he did a good job). I don't see a bait and switch. She placed an order for the SR-22 and that's what they plan(ned) on shipping her.

    As far as price gouging goes you have to consider the price of what it's going to cost to restock. If CTD had a reasonable concern (or not) that their prices were going to go up then they should raise the prices to make sure they have the capitol to do so.

    I don't understand why people get so bent out of joint about a business being businesslike and making a profit. If you don't like the price; shop elseware. A good business will either adjust the price or go out of business. That's the beauty of a free market. We claim we don't want socialism but we want everyone to sell at cost or worse yet a loss and badmouth the businesses that don't. Profit isn't a four letter word.

    I've got my umbrella out. Let the bubblegum storm begin.
     
  19. chemist

    chemist Beaverton OR Well-Known Member

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    As long as we're piling on CTD, let's throw in the overpriced, unresponsive shipping by FedEx. If you've ever received something damaged in shipping from them, you'll know what I mean. FedEx will absolutely go to the mat to avoid ever, ever accepting responsibility for damage that they cause. I know!

    And now a happy tale - -
    I recently got a shipment from MidwayUSA where a cleaning kit inside hadn't been well packaged, so the plastic case got cracked. Not really the shipper's fault, so I called Midway to tell them about it. Without me asking, the operator sent me a whole new kit, NQA. And that's an example of why I go with Midway now - although lately their prices have been creeping up too, just like CTD.
     
  20. tomlikeaidp

    tomlikeaidp Washougal Member

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    The Problem was that she said "Target Tactical". There is only one model called the "Target Tactical" so any other rifle would have been wrong. But that's not the problem. The Problem is that they wouldn't change it after the fact. We are seriously talking about hours after the order. To defend the salesmen, I would have probably done the same thing, but the difference is when I make a mistake, I do everything I can to fix it. CTD is seriously sub par in their customer service department. If you have to buy on the net, Sportsman'sguide is far superior in both price and support.