Calibers Shooters Sports Center

This customer has been taken care of and the issue rectifiedWe were able to contact the customer with two days of receiving the complaint and the customer ended up receiving the product with a discount for the trouble that he went through within four daysThere was a miscommunication within Calibers, but as soon as we found out there was an issue we were able to rectify this in a timely mannerWe apologize for any inconvenience, but definitely feel that the issue has been rectified to the satisfaction of both partiesWhen all was said and done, the customer did explain that he was happy with the outcome as wellThank you for the time

Calibers response is as follows [redacted] is correct in what he wroteI cannot attest to the phone calls with the online coordinator, but I can also let you know that this person is no longer with the companyOur website and our POS (Point of Sale) system have a lag from the time that someone orders and the quantity on hand is adjustedThis is what happened with a few orders on that day sine there was so many gun deals that we had going onThis was Black Friday that all of this occurredSince we oversold on this specific firearm by two, we honored the sales in the order that they were receivedUnfortu***ly for Mr [redacted] , he was one of those that wasn't ahead on the listMr [redacted] was refunded both charges that were attempted by Monday the 30th and nothing was chargedI was made aware of his situation through an email explaining that he was wanting this by Christmas as a presentI did not receive this email until the 10th of Decemberi responded the same day and received an email on the 11th from Mr [redacted] giving me all of the detailsWe had one other email in between the tenth and the 21st when I emailed the below response to Mr [redacted] this email was in response to his email on the 21st of DecemberThis is also listed below ***, I have scowered and looked under every rock I can find through my distributors for this gun in 7MMThere are just none out there to be purchased through non-private party saleI have calls into my main guys right now and as soon as this gun in 7MM pops back up, I will be able to grab itHowever, a lot of guys have had the same luck we hadThe rifles sat for a long time, and then we had to move itTo be honest with you, this gun was sold wayyy below what we paid for it, thus the reason that they went so quickly I desperately wanted to be able to write today and tell you that a shiny new gun was going to be waiting for you, but there are only a bunch available private party I did find the gun through these guys though and if you were able to hop on it today, you could still get it before Christmas with two-day shippingWhich as you can see in the link, you would be able to get through these guys [redacted] I have made sure that you have not been charged through us and are good to goBoth charges were refunded on the 30th of NovemberI truly hope that you are able to find one be Christmas and I am sorry that we were not able to help youI honestly exhausted all my options, which is why it has taken me a while to get back to you, waiting for othersI hope you have a great rest of your week and a great New YearThank you again Will H [redacted] Chief Operating Officer P: [redacted] Selling online at: [redacted] < [redacted] > This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressedIf you have received this email in error please notify the system managerThis message contains confidential information and is intended only for the individual namedIf you are not the named addressee you should not disseminate, distribute or copy this e-mailPlease notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your systemIf you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited -----Original Message----- From: [redacted] [mailto: [redacted] ] Sent: Monday, December 21, 6:AM To: Will H [redacted] < [redacted] > Subject: Re: Calibers Order [redacted] - Cancel I've about lost faith here that you find this matter of customer satisfaction and doing what is right important Christmas is around the bend and I need to be able to tell and show my son what is coming from Calibers (eventually), or find and order/pickup something elsewhere So let me know what you are going to do please, even if its nothing Regards ***As you can see above, Calibers has done what we can to fulfill this order as of 1/10/As explained in previous emails, this gun is available through private party, but not through our distributorsSince we have not had the ability to purchase this gun through distributor, we have not had a chance to fulfill this orderI literally cannot give a gun that we cannot getI also feel that a lot of online retailers would have just said, "too bad, so sad", this was a limited quantity itemI might not ever have the ability to get this gun again, but I am on several waiting lists right nowPlease let me know what the outcome of this investigation is and we can proceed from thereDefinitely appreciate your helpTalk to you soon Will H [redacted] / [redacted] Style Definitions */

Mrs*** * *** has been refunded in full.Please remove this negative complaint from our file.Thank you

Good morning, Concerning Mr***'s complaint over the weekend, Calibers has the following statement;Mr*** was the first customer to take part in a third party ordering system that we just joined to help our online re***This is why there was a delay in getting the firearm to himI would
have explained this to him during our phone call yesterday, however Mr*** did not want to take my phone call to have this explainedSecond, the original employee that Mr*** encountered is a new employee and was not aware of the new system that we were using, so there was some confusionThird, the manager that Mr*** encountered is a new manager who has had extensive training but still has to contact our Risk Management department on occasion to make sure that what they are doing is still within ATF regulationWe do NOT falter from the ATF regulations that are set forthThis is our livelihood and we err on the side of cautionMr*** is correct on several frontshowever there are several areas that are also incorrectAs listed in his email (original email with subject line posted below) the ATF says the following: "It has been
ATF's longstanding position that licensees may accept a combination of
documents to establish the identity of a firearm purchaserThe ruling also
held that while a particular document may not be sufficient to meet the
statutory requirement for identifying the purchaser, any combination of
documents that together disclosed the required information would be
acceptable." Here is another excerpt from the ATF: "Licensees should note that if the law of the State that issued the driver's license provides that the driver's license is invalid due to any reason (I.E, the license is expired or is no longer valid due to an unreported change of address), the the driver's license may not be used for identification purposes under the Brady Act." Mr*** explained that he had moved within the last year and hadn't changed his IDWhich according to the state must be done within days of change of addressThis makes his "photographic" identification null and voidSo any combination of documents at this point wouldn't matter without another photograph ID with signatureYes, a tax bill is acceptable as well, in combination of the above mentioned IDThe ATF lists this as follows: "Examples of documents that may be accepted to supplement information on a driver's license or other identification document include a VEHICLE registration, a recreation identification card, a fishing or hunting license, a voter ID card or a TAX BILLHowever, the document in question must be valid and must have been issued by a government agencyIf a licensee has reasonable cause to question the validity of an identification document, he or she should not proceed with the transfer until those questions can be resolved." The manger on duty did not think that the tax bill was valid enoughThis doesn't mean it wasn't valid but he wanted to get more information before letting a firearm leave the building without proper means of identificationW-2's are also what were presentedAccording to the ATF Brady Act identification "is of a type intended or commonly accepted for the purpose of identification of individuals." W-2's are not really in this category, nor as Mr*** argued are they issued by a Federal AgencyMr*** might work as an attorney for the *** *** ***, but this is not a common form of IDMr*** had emailed his complaint to us Saturday afternoon at 4:PMI responded at 6:pm with the exact wording:"
Mr***,
Is there a time tomorrow that I can personally call you and
discuss this? I want to make sure that we make this right for you and to see
how we can rectify this for youPlease let me know sirTalk to you soon
Will H***Chief Operating Officer/President of Franchising
P:
***Selling online at: ***
I never heard anything back until I received an email back explaining that he was going to go ahead and file a complaint with the Revdex.comAll of this being said, I truly wanted to make things right for Mr*** and sit and explain why we are so stringent when it comes to the sale of a firearmI wanted to rectify the situation and make sure that he leaves a satisfied customerThis can still happen if proper identification is presented and we can figure this outWe still currently have the firearm and would like the chance to continue to rectify thisMr*** has worked with our Risk Manager, Chris B***, in the past and he would be the person who would help this situation alongSo Chris can absolutely sit with Mr*** and attempt to get this taken care of in a timely mannerMr***'s original email and subject line are listed below;
From: ***
***
Date: Sat, Feb 13, at 4:PM
Subject: Your co-workers are ***
To: Chris B***
It was a hassle just getting an online-ordered shotgun to
your storeBut once it arrived, I had hopes that the stereotypical "ignorant,
macho gun guy" mentality would not be present at CalibersUnfortunately,
that wasn't the case
The first guy I talked to was surprised to find out Calibers
ever receives orders it did not place itself and was generally confused
Nonetheless, he was getting it done until the issue of my address came up
Having bought a house within the past year, my license and registration have
the older addressBut he says a "government-issued document" with
the right address will doI go home, miles round trip, and return with
a COUNTY GOVERNMENT PROPERTY TAX BILL and W-2s from my employer, A FEDERAL
AGENCY
Once we get done with juvenile game-playing about how he
sold it to someone else in the meantime, guy refers me to guy #to decide if
the documents are acceptableGuy immediately says if it's not a registration
or a hunting/fishing license (which I'd have to pay to get), he won't sell to
meI try to tell him I have the photo I.D(license) and government-issued
documents with my address, but he won't listen or look at them and adopts a
condescending, adversarial attitude"Don't blame me; it's the ATF."
It so happens I'm an attorney looking at the ATF Ruling
2001-5 on the official ATF website right nowHere is what it says:
"It has been ATF's longstanding position that licensees may accept a
combination of documents to establish the identity of a firearm purchaser
The ruling also held that while a particular document may not be sufficient to
meet the statutory requirement for identifying the purchaser, any combination
of documents that together disclosed the required information would be
acceptable." That required information is name, date of birth, place of
residence and signature -- all of which I presentedThere is NOTHING that says the
government-issued documents can be only a registration or hunting license
IN FACT, the ATF regulation goes on to say that
"documents that may be accepted to supplement information on a driver's
license include a vehicle registration, a recreation identification card, a
fishing or hunting license, a voter identification card, OR A TAX
BILL."
Here is the website documentTell your patronizing, stupid
*** employees to read it!
***
Whether or not I ever get this gun from Calibers, because of
the massive inconvenience and rude behavior of its employees, I will never buy
anything there; I will never use the firing range; and I will make sure that
anybody who will listen knows of my experience
*** ***

Complaint: ***
I am rejecting this response because:1) I received a valid order confirmation from the web site.2) I received a valid order confirmation email.3) I did not get the warm fuzzies when I was not asked for a FFL shipment address, so I called and talked to Chris (I think it was) in person He assured me the order was ok.4) I passed up on other Black Friday deals that I would have ordered instead because I placed a valid order I passed up on specials between this and Cyber Monday as well because I received a second assurance via phone (from the same guy) that the order was ok.5) I then received an email canceling the order and missed out on all Black Friday / Cyber Monday specials out there.6) I was lead to believe it would be taken care of after I asked that it be escalated Some time passed and I was told he was really busy but would get to it He did not get to it It seems that after it was realized that they would lose money by doing the right thing to do, I was simply dismissed
7) The right thing to do would be to take a loss of a couple hundred dollars and honor this order I'm trying to give Calibers the opportunity to do what is right while being reasonable
Regards,
*** ***l [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]1) I received a valid order confirmation from the web site.2) I received a valid order confirmation email.3) I did not get the warm fuzzies when I was not asked for a FFL shipment address, so I called and talked to Chris (I think it was) in person He assured me the order was ok.4) I passed up on other Black Friday deals that I would have ordered instead because I placed a valid order I passed up on specials between this and Cyber Monday as well because I received a second assurance via phone (from the same guy) that the order was ok.5) I then received an email canceling the order and missed out on all Black Friday / Cyber Monday specials out there.6) I was lead to believe it would be taken care of after I asked that it be escalated Some time passed and I was told he was really busy but would get to it He did not get to it It seems that after it was realized that they would lose money by doing the right thing to do, I was simply dismissed.7) The right thing to do would be to take a loss of a couple hundred dollars and honor this order I'm trying to give Calibers the opportunity to do what is right while being reasonable

As I am not here to argue semantics of state law, or of the employee's point in their training, I am still here to try and resolve this issue as I stated beforeSo in order to resolve this, I can absolutely review the documents that Mr*** has for usOnce these are reviewed and verified we can absolutely have Mr*** complete the federal background form and upon passing this give him his firearmIn order to also rectify the situation, we will also waive the transfer feeSince there will be no more communication through the Revdex.com complaint service, Mr*** may absolutely contact either myself or our risk manager Chris B*** or *** respectivelyIf Mr*** would like us to review the documents ahead of time they can be sent to us through email or brought into us in personEither way is fineWill H***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. [redacted] from Calibers worked very well with me and my issue and took action to this matter with the upmost importance. I was also given a exceptional store credit to make up for the issue, as well as free range passes. I was also given a detailed expalanation of the issue of why my rifle was not shipped and any questions I had were answered. I will continue to be a customer of the Calibers store and would like to thank [redacted] for his deliegence in resolving this matter.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Calibers response is as follows[redacted] is correct in what he wroteI cannot attest to the phone calls with the online coordinator, but I can also let you know that this person is no longer with the companyOur website and our POS (Point of Sale) system have a lag from the time that someone
orders and the quantity on hand is adjustedThis is what happened with a few orders on that day sine there was so many gun deals that we had going onThis was Black Friday that all of this occurredSince we oversold on this specific firearm by two, we honored the sales in the order that they were receivedUnfortu[redacted]ly for Mr[redacted], he was one of those that wasn't ahead on the listMr[redacted] was refunded both charges that were attempted by Monday the 30th and nothing was chargedI was made aware of his situation through an email explaining that he was wanting this by Christmas as a presentI did not receive this email until the 10th of Decemberi responded the same day and received an email on the 11th from Mr[redacted] giving me all of the detailsWe had one other email in between the tenth and the 21st when I emailed the below response to Mr[redacted]this email was in response to his email on the 21st of DecemberThis is also listed below
[redacted],
I have scowered and looked under every rock I can find
through my distributors for this gun in 7MMThere are just none out there to
be purchased through non-private party saleI have calls into my main guys
right now and as soon as this gun in 7MM pops back up, I will be able to grab
itHowever, a lot of guys have had the same luck we hadThe rifles sat for a
long time, and then we had to move itTo be honest with you, this gun was sold
wayyy below what we paid for it, thus the reason that they went so quickly
I desperately wanted to be able to write today and tell
you that a shiny new gun was going to be waiting for you, but there are only a
bunch available private party
I did find the gun through these guys though and if you
were able to hop on it today, you could still get it before Christmas with
two-day shippingWhich as you can see in the link, you would be able to get
through these guys
[redacted]
I have made sure that you have not been charged through
us and are good to goBoth charges were refunded on the 30th of NovemberI
truly hope that you are able to find one be Christmas and I am sorry that we
were not able to help youI honestly exhausted all my options, which is why it
has taken me a while to get back to you, waiting for othersI hope you have a
great rest of your week and a great New YearThank you again
Will H[redacted]Chief Operating Officer
P: [redacted]
Selling online at: [redacted]
<[redacted]>
This email and any files transmitted with it are
confidential and intended solely for the use of the individual or entity to
whom they are addressedIf you have received this email in error please notify
the system managerThis message contains confidential information and is
intended only for the individual namedIf you are not the named addressee you
should not disseminate, distribute or copy this e-mailPlease notify the
sender immediately by e-mail if you have received this e-mail by mistake and
delete this e-mail from your systemIf you are not the intended recipient you
are notified that disclosing, copying, distributing or taking any action in
reliance on the contents of this information is strictly prohibited
-----Original Message-----
From: [redacted] [mailto:[redacted]]
Sent: Monday, December 21, 6:AM
To: Will H[redacted] <[redacted]>
Subject: Re: Calibers Order [redacted] - Cancel
I've about lost faith here that you find this matter of
customer satisfaction and doing what is right important. Christmas is around the bend and I need to be
able to tell and show my son what is coming from Calibers (eventually), or find
and order/pickup something elsewhere. So
let me know what you are going to do please, even if its nothing
Regards
[redacted]As you can see above, Calibers has done what we can to fulfill this order as of 1/10/As explained in previous emails, this gun is available through private party, but not through our distributorsSince we have not had the ability to purchase this gun through distributor, we have not had a chance to fulfill this orderI literally cannot give a gun that we cannot getI also feel that a lot of online retailers would have just said, "too bad, so sad", this was a limited quantity itemI might not ever have the ability to get this gun again, but I am on several waiting lists right nowPlease let me know what the outcome of this investigation is and we can proceed from thereDefinitely appreciate your helpTalk to you soon Will H[redacted]

This customer has been taken care of and the issue rectified. We were able to contact the customer with two days of receiving the complaint and the customer ended up receiving the product with a discount for the trouble that he went through within four days. There was a miscommunication within...

Calibers, but as soon as we found out there was an issue we were able to rectify this in a timely manner. We apologize for any inconvenience, but definitely feel that the issue has been rectified to the satisfaction of both parties. When all was said and done, the customer did explain that he was happy with the outcome as well. Thank you for the time.