Positive Henry Customer Service Experience

[Ohen Cepel]

Bought a Henry lever rifle in .327 recently. Chamber seemed out of spec as it was cracking new, factory ammo about 1/4 in from the case mouth in a semi circle.

Did the warranty form online, got a label from them, packed it up and took to UPS. Had it back (with shipping time) in about 1.5 weeks. I was really amazed with the turn around time! Especially with shipping included and that they changed out the barrel, bolt, and extractor.

Yes, it should have been right in the first place, but I know things happen and it speaks well for them how fast they did make it right. Also, no messing me around with 40 questions, etc.

Form in the box stating what they had done and a thank you card for being a customer.

Happy in the end and will buy Henry stuff again when it fits my wants/needs.

Just a note as I know often we are hearing horror stories about customer service in the industry and here during covid but this one turned out well.

 

[wiscoaster]

I recently received this email from Henry, and though I haven't asked their permission I don't think they'd mind me republishing it, as I think it's something they sent to all persons that registered warranties or had customer service contact:

Dear Henry Family,
With 2020 well in the rearview mirror, we feel that we may owe some of you an apology. Ever since we started shipping our first guns in 1997, we have prided ourselves on delivering the best customer service in the gun industry. We take pleasure in helping everyone find what they're looking for, whether it's a new rifle or shotgun, an answer to a question, a fast and painless repair process, or anything else. We will bend over backward to ensure that you are 100% satisfied when you choose to spend your hard-earned money on a Henry.
This past year put us in a position that we have never found ourselves in before. COVID-19 closed our New Jersey facility completely for over three months, and it has affected employees at our Rice Lake, Wisconsin plant. Unfortunately, we are not alone in this, and it impacted many of our suppliers too. To compound this already difficult situation, we began to see political and societal unrest driving gun and ammunition demand to unprecedented highs. Then we were hit by a technical phone system issue in November that lasted into the beginning of December, making this extraordinary volume during a critical time of year all the more difficult to manage.
While we are undoubtedly still experiencing these same levels of demand in the firearms industry, and availability is still one of the most significant challenges we face, we have learned a great deal while overcoming some of the obstacles presented to us in 2020. We are working hard to implement these lessons learned to make this our best year on both the production side of things and the customer service side of things.
For all of this, and to those of you that we may have let down in any way over the course of business last year, please accept our sincerest apologies. We are blessed to have you as a Henry customer, present or future, and we look forward to the opportunity to serve you in 2021 and beyond.
If you have an unresolved issue or need assistance of any kind, please contact us by email at [email protected], and we will make sure that your needs are met immediately.
Sincerely,
View attachment 1028508
Andy Wickstrom
President
Henry Repeating Arms

Now, I would ask you: what other gun manufacturer has shown such class?

 

[Ohen Cepel]

I also received that email. Not sure if I was on their mailing list or due to the warranty work. Seemed sincere to me and explained some of their challenges recently. Also, helps to understand why it is a bit hard to find their products at times.

 

[CarJunkieLS1]

I bought a NIB Henry Single Shot 30-30 that straight out of the box wouldn't fire a single round (light primer strikes) well I sent them an email, got a response in a reasonable manner and off to Henry it went. Side Note during the time of me firing the rifle and shipping it back I damaged the butt stock with a fairly serious ding on the edge right by the recoil pad. Did not mention it to Henry.

Well few weeks later my rifle was repaired, they fixed it 100% and even replaced the butt stock and forearm that I had damaged, it was purely cosmetic.

Rifle works great and no more stock damage. 100% Happy and will buy Henry and recommend Henry.

 

[JCooperfan1911]

In this day and age of ship quick, hope the customer misses any flaws, and repair later if need be, at least Henry is a little quicker on that last bit.