FNH USA

March 4, 2015Dear *** ***,In response to the above noted complaint, we have had no contact with *** *** nor did we receive any communication from *** *** prior to being notified by your agency that he was in need of a screw for his sightWe have collected one of each
of the six possible screws *** *** may need for his sight and have forwarded them to the address provided in your correspondence*** ** *** Big Spring, TX ***via ***.Respectfully,Cindy A

My experience with FN has been decidedly very poor Anyone considering purchasing an FN firearm really should pay close attentionI discovered a significant defect in my two-year old firearm last week, and contacted FN America's customer service department to set up a case and arrange a return authorization, which occurred without issueI was initially and quickly provided an authorization to return my firearm to FN for warranty evaluation, but then FN America sent the wrong type of return label, which caused a delay in the return of my firearm, and wasted an hour of my time driving to and from the UPS facility, unable to ship the firearm FN America then sent the correct type of return label, and I went back to UPS and shipped it And so I thought the shipment issue was over WrongMy firearm arrived at FN America the next day (Wednesday at 10:a.m.) for delivery, but I received a text from UPS tracking alerting me "business closed." I thought that was odd So I called FN America customer service "No we are open FOR DELIVERY, and I can see a UPS truck outside." Wow So I called UPS back to find out what was going on, and UPS informed me that from the limited information they could see in their system, the driver MAY HAVE attempted to deliver the item to the wrong address I thought that alarming, considering this was a firearm, but also because the UPS label I was provided to me BY FN AMERICA and was their correct address So I began to suspect that perhaps the UPS driver might be about to pull a fast one, and my firearm might be in the process of being stolen Call this an over-reaction, but I have had a firearm stolen on its way back from Beretta, who shipped it back to me via UPS Next Day Air While thefts of firearms are statistically rare at UPS, they do happen, and it has happened to me So I called UPS back, and UPS began to try to contact the supervisor at the hub and the driver to find out more informationIn the meantime, I again called FN America customer service back, and explained the UPS situation to them, and FN America customer service again told me that they had checked, and that they were open for deliveriesUPS internal security office called me and informed me that they had heard from the hub and the driver, and that the driver had made a delivery attempt at the correct address for FN America, but was turned away at the gate by FN America security, who told him that the facility was closed for deliveriesI then called FN America customer service back and relayed to them what I had been told by UPS FN America customer service seemed shocked, and told me that they would make some more calls and call me back shortly When they did I was allowed to speak with a supervisor who finally admitted that FN America was NOT ACCEPTING ANY DELIVERIES FROM ANYONE, as they had "closed for quarterly inventory."
I explained to the FN America customer service supervisor that this obviously known (but only known to some) fact was not disclosed to me prior to the return of my firearm, and so my firearm was now currently stuck in limbo at a UPS facility, unable to be delivered to FN America until they began accepting deliveries again There was no explanation offered as to why I was not told this prior to being prompted to send my firearm back with a label provided by FN AmericaAs if not clearly communicating this to a customer isn't bad enough, the inventory closure was also apparently NOT disclosed by FN America's supervisors or senior management to ANY of the employees in the FN customer service department None of them knew of itRemember, when I called to discover why UPS had informed me that FN America was 'closed', the customer service staff had absolutely no knowledge of this fact, and placed me on hold numerous times, checking with others in the department who then reassured me that they were in fact open for delivery Only after I had contacted both the ATF field office in Charlotte, and had the issue escalated to internal UPS security (so that both of these agencies could consider beginning an investigation into what was beginning to look like a potential theft of a firearm in transit), did FN America customer service call back and admit to me that their service department was in fact CLOSED and was not accepting any deliveries for the remainder of the weekFN America corporate should carefully examine which managers at FN America dropped the ball, and also re-examine its policy for 'quarterly inventory' with regard to causing an inbound firearm shipped 'Next Day Air' to have to sit in some possibly insecure holding facility awaiting FN America to open back up for delivery The current policy is myopic and unwittingly encourages the theft of firearms in transit, not to mention needlessly frustrating and worrying customers Anyone considering purchasing an FN firearm, or any agency considering an RFP submitted by FN needs to pay careful attention to what transpired in the case of my warranty return FN America corporate is clearly NOT doing a good job of insuring efficient and adequate INTERNAL communications to its key staff on routine, day-to-day operational impacts, nor is management adequately informing key departments of scheduled closures that might adversely affect its 'valued' customersAs of today, my firearm was listed with UPS as 'in transit' 'by air' to an unknown destination Because I did not generate the return service label, I am unable to trace or initiate a loss investigation on the package FNH USA customer service will not return my phone calls and provide an explanation of what they intend to doHad FNH USA been open last week for receiving packages, this would not have happened Had FNH USA advised me that they would be closed for receiving packages when they directed me to return the firearm, I would have waited to ship it until they resumed accepting deliveries, and this would not have happened Had FNH USA called the UPS hub last week and made specific arrangements to have the packaged redelivered to them, once they had been informed by me of the problem, the package would not have been 'rerouted' to some 'unknown' destination This issue is 100% the fault of inept FNH USA customer service managers and shipping/receiving supervisors

FN America, LLC (FNA, formerly known as FNH USA, LLC) received the above-referenced complaint on March 3, In his complaint, *** *** indicated that he purchased an FN firearm because of our promotion offering a free flashlight and that FNA failed to send him that flashlight.FNA did run an
"FN-Tactical Free Gear" promotion from October 14, through December 31, (the “Promotion”)Consumers who purchased a qualifying FN-Tactical pistol during this time frame were eligible to receive a free Streamlight TLR-HL (high lumen) rail-mounted flashlight with an approximate retail value of $250.The Promotion was quite successful and, unfortunately, FNA ran out of flashlightsDespite the fact that the Promotion terms and conditions clearly stated that “Promotion items are subject to availabilityOffer is good only while supplies last, we ordered additional flashlights from our supplier and distributed those flashlights to those consumers who met the eligibility requirementsWe received the new inventory for shipment in February We notified all those consumers affected by the delay, including *** ***, that they would receive their flashlights in February.*** *** submitted his request for a flashlight on December 5, We notified him on January 10, 2017, that shipments were slower than anticipated because of the holidays and because we had run out of the initial inventoryWe asked *** *** to contact us if he had not received his flashlight by the end of February (see attached email exchange)FNA shipped the flashlight to *** ***'s address and confirmed delivery on February 27, (see attached USPS confirmation).We are pleased that the Promotion was even more successful than we anticipated, and we regret that we ran out of flashlights; however, we believe that we responsibly addressed the situationDespite the clear limitation in the Promotion terms and conditions that this offer was only open “while supplies last,” FNA ordered additional inventory and provided flashlights to all eligible consumers who responded to the Promotion.We regret that *** *** felt frustrated by the delay and hope that he is now enjoying the flashlightWe will not offer *** *** a "refund” since he did not pay for the flashlight and the flashlight was delivered to the address he provided to us. Very truly yours,Phyllis A***Vice President, General Counsel

September 21, 2015Dear [redacted]
In response to the above noted complaint, we have had continuous contact with the customer, [redacted], in an effort to resolve the issue. As we communicated to [redacted], the item was not in our inventory and we had to wait for an...

additional shipment to arrive from Belgium. The issue has been resolved to the customer's satisfaction and [redacted] stated that he would also communicate this to your office.Respectfully,
Cindy A.
FNH USA Customer Service

September 21, 2015Dear [redacted]In response to the above noted complaint, we have had continuous contact with the customer, [redacted], in an effort to resolve the issue. As we communicated to [redacted], the item was not in our inventory and we had to wait for an additional shipment to...

arrive from Belgium. The issue has been resolved to the customer's satisfaction and [redacted] stated that he would also communicate this to your office.Respectfully,Cindy A.FNH USA Customer Service