Hogue forgot to make my grips (resolved)

[Tomahawk674]

I thought I'd share my recent experience trying to buy hogue wood grips for a handgun. On November 18th, 2020, I placed an order for some laminate grips for an S&W revolver. After a month had passed, I started calling Hogue every few weeks to check the status of the grip making process. I was informed it would take 30-45 business days to make the grips. After the 45 business day point, I asked about the order status again. It took multiple calls and was informed they reached out to the wood working shop and the grips were in the final stage of production. Multiple days after that, I made additional calls to find the status of the grips. Today (2/10/2021) I was informed that they forgot to start my order. This means that the last order status information was false. The only consolation offered was choosing a different pair of grips or having to wait for the original grips to be made again, which I was told would take longer than a few weeks. When I asked about a discount for almost three months of wasted time, I was offered 15% off.

I find this incredibly unprofessional and frustrating.

End rant.

 

[shoobe01]

Ugh. They could totally make you jump the line, get them to you in a few days AND give a discount without you even asking. Agree. Mistakes happen, how you handle them is how your customer service should be judged.

 

[Blue Jays]

You will simply be frustrated each time you pick-up that S&W revolver.
Call them back, cancel the order, and cheerfully accept refund your credit card.
Let it roll off you like water off a duck. Try a new grip vendor in a few months.

 

[Speedo66]

Not to lessen their conduct, but everything gun related seems to be in a frenzy at this point and under such circumstances, mistakes are made.

Rather than stewing over this, I'd suggest just write it off and move on.

 

[I6turbo]

Not to lessen their conduct, but everything gun related seems to be in a frenzy at this point and under such circumstances, mistakes are made.

Rather than stewing over this, I'd suggest just write it off and move on.

And it's definitely not just gun-related things. So many things are in a border-line disaster state right now. And it's very likely to get worse as the government starts paying people even more not to work.

 

[Tomahawk674]

A manager from Hogue has reached out and done the following:

1: Offerred sincere apologies for the mistakes that were done
2: Offered multiple options including re-making my original desired grips with a week time frame.
3: Provide a considerable discount to the original price.

It appears my original grips were made then lost and no one ever noticed until today. I am only giving them a 2nd chance because I own another set of grips from them and the quality is good.

 

[e rex]

I have a set of Jerry Miculek grips on my S&W 686 that I really like.........they are made by Hogue also.

 

[Dain Bramage]

They turned up the customer service, so you should accept their offer graciously.

I have a set of kingwood Hogues on my Model 15-2 Dan Wesson, and I really like them a lot. As you know, they are quality grips.

As far as holding a grudge when you fire the gun, I find myself forgetting many things at my age, especially negative ones.

 

[nofendertom]

Sounds like they are trying to make matters right.

 

[Blue Jays]

They indeed sound like they are making a good-faith effort to genuinely resolve the issue.
Manufacturer also seems to be transparent about what occurred...that is commendable.
Great to see your recent communications were fruitful. Everything will probably be fine now.

 

[bannockburn]

Tomahawk674

I have some Hogue grips an they are very nice both in their build quality and how well they fit your hand. Sounds like they are definitely trying to correct their mistakes in filling your order. I would accept their offer and enjoy the new grips when you finally get them.

 

[bersaguy]

Gotta convey a story about a forklift and a window...stay with me, it's relevant. When I was a much younger man than I am now, I worked the counter at a fairly well known lumber yard. A lumber yard mind you, not the mega big box home improvement conglomerates, but somewhere that contractors go and expect the associates to have some actual knowledge of building materials and practices. Anyway, I was working with a builder who needed a bay window spec'd and ordered from the manufacturer. No problem, put it all together, got him the price, let him know it would be 2 weeks for them to deliver it to the store and took the deposit. 2 weeks later the builder shows up with his truck and trailer to pick up his bay window. Only problem was that I had forgotten to actually send the order to the window manufacturer. So, being young and thinking myself clever, I told the customer that while unloading his bay window with the forklift that morning, someone had accidentally put a fork through one of the panes in the bay window assembly and that the window was being reordered and would be here in 2 weeks. Two weeks went by, the window arrives and while being unloaded from the delivery truck, someone put one of the forks of the forklift through the window. I learned an important lesson that day that I have never forgotten. Just be honest, from the customer's standpoint, its much better to know whats really going on than to have smoke blown up your backside. All that to say, I do believe someone put a fork through your window there at Houge.

 

[Riomouse911]

I have a wood set on a Dan Wesson 15-2 and they look and feel great. If I was to carry this with the 3” or shorter barrel on it I would get smaller grips.



All of my other hogue gripped revolvers wear the synthetic ones like the 8” DW 15-2 on top. (The .22 wears DW finger groove grips.)



I’m glad to hear they took care of you for their mistake. I hope they turn out as good as you hope!

Stay safe.

 

[DustyGmt]

Hmm. I'd have to think long and hard about letting Hogue go. I probably wouldn't since they apologized and offered a discount. Thats about all you can expect. I have had to write off companies I really didn't want to write off but lousy CS is lousy CS.

 

[Odd Job]

Mistakes happen, and I am glad they are making an effort to see you right.