mungry
Member
[Mods if this is in the wrong forum please let me know.]
Has anyone else had a bad experience with Mossberg's Customer Service?
I bought my first Mossberg shotgun, a 930 Field model with a 26” barrel, on 12/27/11 from CTD as a Christmas present to myself.
I picked it up at my FFL on 01/03/12. My FFL hadn’t opened the shipping box so I did the honors. Once opened, the only thing in the Mossberg box was the shotgun, 2 strips of bubble wrap roughly 4”x12” in size, and the wax paper backing to a shipping label. The Owner’s Manual, gun lock, Accu-Choke chokes, Choke wrench, etc. were nowhere to be seen.
The first thing I did was call CTD and explain the issue to them. They were understanding but said that the issue would have been on Mossberg’s side. By the end of the conversation with them it settled on “if Mossberg can’t/won’t make it right then we will.” This wasn’t how I wanted it to end but I figured that I could give Mossberg a call and it would be done with a yes/no answer.
I try to call Mossberg CS on and off for a couple of days (either can’t get through or couldn't wait in the queue because of a meeting, etc.).
I got through on 01/05/12 and spoke to David. I explain my situation and David says that Mossberg would send me all of my missing parts as a onetime courtesy. I asked him to confirm what should have been shipped with my shotgun but he doesn’t know. The first thing he asks for is my serial number… which is safely filed away with the paperwork/shotgun at home. Without the S/N he can’t do anything which is totally understandable. I ask for his direct line/extension and tell him that I will call him back the next day with my S/N.
I call back the next day (01/06/12) and can’t get ahold of David but Erica fields my call. I explain what’s happened and what David said and she says that it’s no problem and my parts will be shipped out. Erica only asks for my address and says that my parts would ship in 7-10 days. Before I knew it I was off the phone with a handful of further questions (Did she get my name/address right?, order number?, how is it shipping? 7-10 days for delivery or shipment?, etc.).
11 busness days later (01/20/12) I call to check up on my order. Erica looked me up with my address and verified that everything shipped on 01/16/12 via USPS from their Texas facility. This throws up a red flag being that it was 5 business days later and I hadn't received it. I told her that if I didn't get it by the beginning of the next week that I would call her back. She agreed that it should be there by then and that I should call back if I didn't see it.
As of 1/25/12 my parts still hadn’t been delivered, so I called Erica back and reminded her of our conversation. She said that she would re-ship out the parts to which I asked if they could be shipped via some method that is trackable. She said that would not be a problem and that they would either ship that day or the next via FedEx and that she would call me back with a tracking as soon as the shipped. She did not call me back with a tracking number but I figured that she was busy and I was too so I didn’t press for a response.
On 01/30/12 I called back to get my tracking number. Erica was busy so Veronica was willing to help but asked for an order number when she couldn’t find anything in the system for me by name. Erica had never given me an order number during our previous calls. After looking for a while Erica was available so she transferred me over to her.
Up to this point I was frustrated but not enough to elevate it to any level. I had shot the shotgun at the range, the owner’s manual is available on the web, having the choke tubes would be nice so I could pattern the gun but I wasn’t in a hurry for them.
Erica answers the phone with “Your parts have shipped.” No hello Mr. Blah Blah Blah, very blunt, and pretty rude IMO. I asked for a tracking number and she said that there wasn’t a tracking number yet. So I asked if it shipped FedEx and her response is that it hadn’t shipped yet and “would ship in another week”. This was seconds after she had just said that they had shipped!I ask her if shipping by 2/6 sounds right and she agrees. Finally I remember to ask for an order number which she has to put me on hold for to get.
So it’s been nearly a month to get some parts that should be off-the-shelf items. I am not confident that my order is correct even after repeating what I needed on every phone call.
Does anyone have a contact for a supervisor or someone who should be able to light a fire under someone to get me these parts?
I've also posted this over on the Mossberg Owner's Forum for some help.
What really rails me is that this firearm shipped without an owner’s manual or action lock; two items that are necessary for the safe handling, maintenance, etc. of the firearm. What would have happened if someone with lesser abilities field stripped it, put it back together wrong and hurt themselves because they didn’t have the manual or access to the online ones? I don’t think the Mossberg CS reps understand their basic liability and culpability if someone got hurt because it shipped without the manual.
Any help would be appreciated. Sorry for the long read but I wanted to be complete
- Ed H.
Has anyone else had a bad experience with Mossberg's Customer Service?
I bought my first Mossberg shotgun, a 930 Field model with a 26” barrel, on 12/27/11 from CTD as a Christmas present to myself.
I picked it up at my FFL on 01/03/12. My FFL hadn’t opened the shipping box so I did the honors. Once opened, the only thing in the Mossberg box was the shotgun, 2 strips of bubble wrap roughly 4”x12” in size, and the wax paper backing to a shipping label. The Owner’s Manual, gun lock, Accu-Choke chokes, Choke wrench, etc. were nowhere to be seen.
The first thing I did was call CTD and explain the issue to them. They were understanding but said that the issue would have been on Mossberg’s side. By the end of the conversation with them it settled on “if Mossberg can’t/won’t make it right then we will.” This wasn’t how I wanted it to end but I figured that I could give Mossberg a call and it would be done with a yes/no answer.
I try to call Mossberg CS on and off for a couple of days (either can’t get through or couldn't wait in the queue because of a meeting, etc.).
I got through on 01/05/12 and spoke to David. I explain my situation and David says that Mossberg would send me all of my missing parts as a onetime courtesy. I asked him to confirm what should have been shipped with my shotgun but he doesn’t know. The first thing he asks for is my serial number… which is safely filed away with the paperwork/shotgun at home. Without the S/N he can’t do anything which is totally understandable. I ask for his direct line/extension and tell him that I will call him back the next day with my S/N.
I call back the next day (01/06/12) and can’t get ahold of David but Erica fields my call. I explain what’s happened and what David said and she says that it’s no problem and my parts will be shipped out. Erica only asks for my address and says that my parts would ship in 7-10 days. Before I knew it I was off the phone with a handful of further questions (Did she get my name/address right?, order number?, how is it shipping? 7-10 days for delivery or shipment?, etc.).
11 busness days later (01/20/12) I call to check up on my order. Erica looked me up with my address and verified that everything shipped on 01/16/12 via USPS from their Texas facility. This throws up a red flag being that it was 5 business days later and I hadn't received it. I told her that if I didn't get it by the beginning of the next week that I would call her back. She agreed that it should be there by then and that I should call back if I didn't see it.
As of 1/25/12 my parts still hadn’t been delivered, so I called Erica back and reminded her of our conversation. She said that she would re-ship out the parts to which I asked if they could be shipped via some method that is trackable. She said that would not be a problem and that they would either ship that day or the next via FedEx and that she would call me back with a tracking as soon as the shipped. She did not call me back with a tracking number but I figured that she was busy and I was too so I didn’t press for a response.
On 01/30/12 I called back to get my tracking number. Erica was busy so Veronica was willing to help but asked for an order number when she couldn’t find anything in the system for me by name. Erica had never given me an order number during our previous calls. After looking for a while Erica was available so she transferred me over to her.
Up to this point I was frustrated but not enough to elevate it to any level. I had shot the shotgun at the range, the owner’s manual is available on the web, having the choke tubes would be nice so I could pattern the gun but I wasn’t in a hurry for them.
Erica answers the phone with “Your parts have shipped.” No hello Mr. Blah Blah Blah, very blunt, and pretty rude IMO. I asked for a tracking number and she said that there wasn’t a tracking number yet. So I asked if it shipped FedEx and her response is that it hadn’t shipped yet and “would ship in another week”. This was seconds after she had just said that they had shipped!I ask her if shipping by 2/6 sounds right and she agrees. Finally I remember to ask for an order number which she has to put me on hold for to get.
So it’s been nearly a month to get some parts that should be off-the-shelf items. I am not confident that my order is correct even after repeating what I needed on every phone call.
Does anyone have a contact for a supervisor or someone who should be able to light a fire under someone to get me these parts?
I've also posted this over on the Mossberg Owner's Forum for some help.
What really rails me is that this firearm shipped without an owner’s manual or action lock; two items that are necessary for the safe handling, maintenance, etc. of the firearm. What would have happened if someone with lesser abilities field stripped it, put it back together wrong and hurt themselves because they didn’t have the manual or access to the online ones? I don’t think the Mossberg CS reps understand their basic liability and culpability if someone got hurt because it shipped without the manual.
Any help would be appreciated. Sorry for the long read but I wanted to be complete
- Ed H.
