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Response from Budsgunshop.com

Discussion in 'General Gun Discussions' started by budsgunshop.com, Nov 17, 2008.

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  1. budsgunshop.com

    budsgunshop.com Member

    Joined:
    May 22, 2008
    Messages:
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    Location:
    Kentucky
    In our +5 years we have been very fortunate to accumulate over 92,000 registered customers on our website. I have learned to accept that we will only satisfy 99% of those. It is not just my opinion, it is a time tested percentage proven by both Gunbroker and Ebay, whereby we maintain a 99% positive rating after +/-5,000 buyer feedbacks. If you are familiar with either of those auction sites, then you know the feedback ratings are hard earned, and not able to be manipulated by the seller(us)...so they are among the best unbiased indicators of overall customer satisfaction.

    Anyway....back to the "1% Club" as we now like to refer to them. A recent customer of ours is posting unfair negative claims on several forums . Of course, you only get to read his version, of his side, of the story....which, when I read it, does make us/me sound like the bad guys. I assure you there was more to that story....but he said - he said....so enough of that already.

    I would just like to clarify the major issue of that post, the 10% order change and/or cancellation fee. Just a few major points that were either missed, or misinterpreted in that other post:

    1. There is a very large POP UP that appears when you attempt to CONFIRM your order on our website. The POP UP details the 10% order change and/or cancellation fee as well as all of the other product return options. So, for the people in that post claiming we were "hiding the policy" in the terms and conditions section of our website, you did not see it because you were not placing an order with us. It is IMPOSSIBLE to confirm an order on our website without seeing the POP UP and agreeing to the terms/fees by clicking "OK".

    2. We do not like the 10% order change and/or cancellation fees. I would personally much prefer that it did not exist. However, when it did not exist, we were completely overwhelmed by irresponsible people randomly placing orders they never completed, or wanted to make changes every 15 minutes as they continued to research the web AFTER placing their order. We had two choices, either punish our good responsible customers by raising all prices significantly to offset the losses in efficiency (= money) caused by these whimsical dimwits....or punish the whimsical dimwits themselves by instituting this 10% order change and/or cancellation fee. Obviously, we chose the latter. Just for example, before instituting the 10% fee, we had one person who placed, and then later canceled, 29 separate orders over a two year period...and never actually completed one transaction. (i.e. "whimsical dimwit")

    3. Rules and Policies are made to be broken. As the co-owner of budsgunshop.com, I commonly make concessions for good people who make honest mistakes. However, when a person who makes a mistake contacts us and immediately becomes belligerent, and proceeds to tell us how they are NOT going to do this or that....without even first asking for consideration of their situation....well, my tolerance for that kind of nonsense is admittedly very limited, and the outcome is usually not in their favor. Maybe I need to exercise more patience, or learn to adopt the "customer is always right" attitude....but I just do not respond well to unnecessary verbal or email abuse.

    Our patience has definitely been put to the test these past couple of weeks as "panic buying" set in and sent our gun sales (and associated calls, emails, working hours) soaring off the charts. We were completely unprepared for what transpired.....and during this time, we made even more mistakes than usual. However, we own up to our mistakes, we humbly offer to make things right, and we are very appreciative when someone finds it acceptable to allow us to make things right.

    Please don't read bits and pieces on forums and assume the worst. If you have questions or concerns about our operation....just ask me.

    Thanks for your time,

    Rex McClanahan
    Vice President
    BudsGunShop.com
     
  2. ZombieHunter

    ZombieHunter Member

    Joined:
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    Location:
    Maryland...A Brady Bill Top 5 State /puke
    Sounds fair enough to me. *heads off to checkout the aforementioned website*
     
  3. Ragnar Danneskjold

    Ragnar Danneskjold Member

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    Buds has always treated me right. Granted, I never bought from them during a heightened sales time like this, but they are normally very straightforward, fair, and inexpensive. I can't imagine any problems that might have come up are a result of sudden laziness or contempt towards the consumer on their part.
     
  4. cedjunior

    cedjunior Member

    Joined:
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    Location:
    Irving, TX
    Buds definitely has some of the better prices, and those who complain about them usually make you roll your eyes a little at the things they say. Regardless, its nice to see them reaching out to us customers.
     
  5. TX1911fan

    TX1911fan Member

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    I've never had a problem with Bud's, and I much prefer that you punish the dimwits than the rest of us.
     
  6. Prepster

    Prepster Member

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    Location:
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    Bud's and Midway are pretty much the only e-retailers I do business with (regarding firearms), and this just re-affirms my positive feelings.
     
  7. johnrobe

    johnrobe Member

    Joined:
    Nov 19, 2003
    Messages:
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    Location:
    TN
    I placed an order with Buds last week and the order process seemed pretty simple and straightforward to me. My purchase wasn't panic buying as I'd planned it regardless of the election outcome (It's become somewhat of a tradition for me to buy a new gun at or around Christmastime). I love browsing the site and to echo others, they have some of the best prices around. I paid by check so the waiting has been the hardest part. ;)
     
  8. The Wiry Irishman

    The Wiry Irishman Member

    Joined:
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    Wow. Its pretty hard to miss that 10% change/cancellation fee... you're reminded of it constantly when browsing the site.
     
  9. Samgotit

    Samgotit Member

    Joined:
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    "whimsical dimwit"

    I prefer "jumpy spaz". I got hit for 50 bucks when I ordered the wrong rifle. I called the next day; I actually wanted to change the order to a similar yet more expensive rifle, which I did. I thought I might get a break, but I didn't.

    I knew the policy. I'm not a bitter illiterate. I've bought 2 more firearms since and had nothing but a great experience. Hell, I'd pay fifty bucks just have access to the site, being it's practically a blue book/encyclopedia of firearms available today.

    I'm assuming Bud's is the largest internet firearms dealer? I'd probably have a similar policy, though it is a bit like mandatory sentencing - you're are inevitable going to "punish" those who may not deserve it. Still, the policy is in plain sight and everyone has the freedom to order from Bud's or not. There's a lot of stupid, unreasonable people out there. It's hard to blame anyone for trying to protect those who aren't. If the policy legitimately helps keep prices down, don't ever get rid of it.
     
    Last edited: Nov 18, 2008
  10. Monkeyleg

    Monkeyleg Member

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    I have a very small online store on my site, but I can appreciate the situation that Bud's is in with the 10% policy.

    Because of this type of behavior by certain customers, my distributor charges a 15% restocking fee on non-defective items. I don't charge for shipping or handling, so I have to raise that to 18% or I'll lose money on return.

    I sell a fair number of Crimson Trace grips. On each photo is stamped "GUN NOT INCLUDED" in big red letters. Well, a lot of people order the grips anyway, and then want to return the $250 grips because they thought a new Sig P220 (or whatever gun) came with the grips for that $250 price.

    Some people just screw everything up for others.
     
  11. rbernie
    • Contributing Member

    rbernie Member

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    HA! Now *that* is funny.

    Or sad.

    Or both.
     
  12. Hanafuda

    Hanafuda Member

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    that 10% order change/cancellation thing I saw.

    what did catch me a bit by surprise is that your "Bud's Price" includes the cash discount. So my purchase of $439 turned into $452.17 when I used my bank card. Not a deal breaker, and I'm sure if I looked around hard enough I'd find where it said the Bud's Price includes the cash discount. But I was expecting the cash discount price on a "Bud's Price" of $439 to be $425.83, not the other way around.

    Like I said, maybe I didn't dig in the details enough. But it didn't bother me so much to prevent me making the purchase, cuz it was a great deal either way. But when I saw the price hike up $13 after going halfway through the order process, I was a little put-off by it and I wouldn't be surprised if you do lose some customers due to this.
     
  13. TxState101

    TxState101 Member

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    Location:
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    After working retail for 8 months of hell, I've discovered an amazing thing: The customer is usually wrong and upper-management suffers from HUAS.

    Not to say that the worker is usually right, but they're people like anybody else and far, far, more helpful and willing to go the extra distance for a complete stranger if they're polite.

    Oh, how I don't miss you at all, retail.
     
  14. HK G3

    HK G3 Member

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    Location:
    The Grand Canyon State
    I suppose I belong to the 99% club - I have had nothing but good experiences from budsgunshop and always recommend them to my friends.
     
  15. BBQLS1

    BBQLS1 Member

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    Buds has done well by me.
     
  16. Shrinkmd

    Shrinkmd Member

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    +1 No problems at all, very efficient and polite on the phone
     
  17. budsgunshop.com

    budsgunshop.com Member

    Joined:
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    Location:
    Kentucky
    I had this same discussion with a gentleman yesterday. Our (and everyone else's) merchant agreement with Visa, MastCard, etc. does not allow us to upcharge to cover credit card fee's. Since we do not have enough margin/profit built into our prices to cover those fees, we had to get creative.

    We "discount for cash payments"....which is allowed my the merchant agreement....and that is our best price which we advertise on the website. The major issue is that we do not want to penalize all our cash/check paying customers by raising all the prices 3% across the board to cover our cost of accepting the cards. We could do that, and then not even have a different cash and credit card price. It would make us a LOT more profitable....but not too fair to our cash/check paying customers.

    Also...and I have always found this very interesting, if you send us one of those checks that your credit card company mails you every other day....you get the cash discount price from us. Win - win, right ? However, they turn around and charge you 3% for using the check ! So, it's OK for the multi-zllion dollar credit card companies to make an extra 3% off your "cash/check transaction"...but somehow if we just try to cover our cost we are the bad guys ?.....hmmm.:confused:
     
  18. cassandrasdaddy

    cassandrasdaddy Member

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    we are acclimatized to being screwed by the credit card folks all others we want dinner and a movie first
     
  19. dafitch

    dafitch Member

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    Location:
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    Rex,
    Not to change the subject but what is the outlook for tactical-type weapons availability in the near term? Are deliveries of AR's pending for Buds?

    Thanks,
    Dave
     
  20. Flame Red

    Flame Red Member

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    Bud's has always treated me right.

    BTW, I know you guys are swamped, but I am patiently waiting for any words on that Talo Colt 45 Royal Combat Commander that is coming out.
     
  21. Kentucky

    Kentucky Member

    Joined:
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    Wow, I have dealt with Buds a few times and from what I can tell they have about the best reputation of any of the firearms e-retailers. A 10% fee seems VERY reasonable to me.
     
  22. Walkalong

    Walkalong Moderator

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    I am sure glad I am not a dealer right now. I bet they are swamped. I also bet they are dealing with a large number of "newbies" that need more help than the seasoned gun owner. I do deal with a lot of people in my job, and some just cannot be made happy. Period. I just try not to piss them off, because I can't make them happy. They don't want to be happy.
     
  23. jcwit

    jcwit Member

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    Never have done business with Buds, but his policies sound good to me.
     
  24. statelineblues

    statelineblues Member

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    Location:
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    The owner of a small gunshop I used to work in many years ago had a cartoon taped to the cash register.

    It showed a man behind the counter, facing an obviously upset customer. The caption read, "How about we refund your money, give you a new one for free, fire all the employees, close down the store, burn the building and shoot the manager. Would that make you happy?"
     
  25. budsgunshop.com

    budsgunshop.com Member

    Joined:
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    Location:
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    Hey Dave,

    Well....we were just about to announce via our newsletter that the hundreds (maybe +1000) of AR's Bud has ordered since Nov 3rd are arriving and will be added to the website this week. We are shooting for (ha, ha) having them all posted by Thursday.....if time permits.

    Congrats Dave....your the news breaker !
     
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