Freedom Munitions LLC

As we explained via our Facebook post:  we had a website issue at the start of our Black Friday sale.  This issue allowed a limited number of customers to purchase our door buster sales items.  We were sold out of the item at the sales price, which was advertised as a limited...

quantity item, before this customer was able to reach our site.  We do not have this item available at this price.Following is the official announcement as to what happened, as posted on Facebook:First, we'd like to apologize for those of you that stayed up extremely late with the hope of getting one of our door buster deals.Our website experienced unprecedented traffic due to the Black Friday sale. However we'd like to give you guys a little clarity as to what happened last night.We've been preparing for Black Friday/Cyber Monday for a great deal of time and worked hard to address every cause of last years issue, for this year.Going into the sale we had done everything we thought was possible to not only make today go smoothly but come up with several amazing bundles/ deals that you all would get excited about.The $250 bushmaster ORC rifle for example, was a limited quantity item. We've cut ammo prices across the board even when lead prices are going up. We also put together over $10k in awesome gifts. Our goal was to put together the best gun/gear giveaway on the internet right now for you all. Ultimately to get you guys the best of the best deals and potentially win a prize.We took our website down at 11pm EST to switch on the deals, gifts, pricing, etc. At 11:30pm EST everything was functioning at 100%. When we turned the site live at 12am EST the web traffic to individual pages like the pdf catalog and the bushmaster page caused immense lag for some customers. We immediately had multiple servers fired up and our development team doing everything possible to get the site running smoothly. Unfortunately this did take a few hours to fix.While this was all taking place we could not "kill" the deals on the website and customers were able to still place orders.We made a post online saying we were going to restart black friday deals. This post was made too soon without fully knowing how many orders had come in during this period.We want to be as transparent with you guys as possible.We have completely sold out of the Bushmasters at $250/pc, they were gone in a second. We are planning several more smoking deals to help ease some frustration you may have towards us. We're extremely sorry for what happened last night and we thank you for being beyond patient with us during this crazy time.

As we explained via our Facebook post:  we had a website issue at the start of our Black Friday sale.  This issue allowed a limited number of customers to purchase our door buster sales items.  We were sold out of the item at the sales price, which was advertised as a...

limited quantity item, before this customer was able to reach our site.  We do not have this item available at this price.Following is the official announcement as to what happened, as posted on Facebook:First, we'd like to apologize for those of you that stayed up extremely late with the hope of getting one of our door buster deals.Our website experienced unprecedented traffic due to the Black Friday sale. However we'd like to give you guys a little clarity as to what happened last night.We've been preparing for Black Friday/Cyber Monday for a great deal of time and worked hard to address every cause of last years issue, for this year.Going into the sale we had done everything we thought was possible to not only make today go smoothly but come up with several amazing bundles/ deals that you all would get excited about.The $250 bushmaster ORC rifle for example, was a limited quantity item. We've cut ammo prices across the board even when lead prices are going up. We also put together over $10k in awesome gifts. Our goal was to put together the best gun/gear giveaway on the internet right now for you all. Ultimately to get you guys the best of the best deals and potentially win a prize.We took our website down at 11pm EST to switch on the deals, gifts, pricing, etc. At 11:30pm EST everything was functioning at 100%. When we turned the site live at 12am EST the web traffic to individual pages like the pdf catalog and the bushmaster page caused immense lag for some customers. We immediately had multiple servers fired up and our development team doing everything possible to get the site running smoothly. Unfortunately this did take a few hours to fix.While this was all taking place we could not "kill" the deals on the website and customers were able to still place orders.We made a post online saying we were going to restart black friday deals. This post was made too soon without fully knowing how many orders had come in during this period.We want to be as transparent with you guys as possible.We have completely sold out of the Bushmasters at $250/pc, they were gone in a second. We are planning several more smoking deals to help ease some frustration you may have towards us. We're extremely sorry for what happened last night and we thank you for being beyond patient with us during this crazy time.

Complaint: [redacted]
I am rejecting this response because:You call it an "authorization" and I call it taking my money - either I was without the use of my funds.  Either way, you admit that you processed my order for 2 PMag 60 round magazines and then cancelled it.  In a modern world with computerized inventory this is high questionable even more so when you allege that all 15 of the Bushmaster OCR was sold out and therefor you could not take any more orders - funny how that worked yet your same system could not perform the same function for the PMag 60's. I still stand by the demand to honor both deals and to provide rain checks for these items during which time your company will continue to order these items to satisfy the rain checks.
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The ad stated "Limit 1 per customer" and did not say 15 to sell at this price.  Additionally, emails that came later still showed this as available.  I did order 2 60 round PMAGS and the seller charged my debit card, then 3 days late claim that these too are now sold out. I think that this is either planned bait and switch (the company did the same thing last year) or the company hopes that no one will challenge their consumer practices. I want what I had ordered, the Bushmaster OCR AR15 and the 2 PMag 60 magazines for the advertised price.
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

We are experiencing shipping delays currently due to unprecedented demand.  We are working very hard to get orders out as quickly as possible.Unfortunately, I'm not able to give you a shipping date.  I understand the issue that the shipping delays have caused, and the only thing we can do...

is cancel your order.  Of course, we would prefer not to do that, but we are not able predict your ship date.  Keep in mind that if you decide to cancel your order, your place in line is forfeited and will be released to the next order in line.Please let us know how you'd like to proceed.While your complaint indicates that we advertised 4-7 day shipping delay, that is not the case.  Our website was updated on June 20th to indicate a 7-10 day or more delay, and again on July 8 to indicate a 10-17 day or more delay.  We are doing our best to keep our customers informed of our delays via our website banners.  I've attached a picture of our current banner, which was updated on July 8.

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. Sincerely, [redacted]

As we explained via our Facebook post, and to this customer already:  we had a website issue at the start of our Black Friday sale.  This issue allowed a limited number of customers to purchase our door buster sales items.  We were sold out of the item at the sales price,...

which was advertised as a limited quantity item, before this customer was able to reach our site.  We do not have this item available at this price.Following is the official announcement as to what happened, as posted on Facebook:First, we'd like to apologize for those of you that stayed up extremely late with the hope of getting one of our door buster deals.Our website experienced unprecedented traffic due to the Black Friday sale. However we'd like to give you guys a little clarity as to what happened last night.We've been preparing for Black Friday/Cyber Monday for a great deal of time and worked hard to address every cause of last years issue, for this year.Going into the sale we had done everything we thought was possible to not only make today go smoothly but come up with several amazing bundles/ deals that you all would get excited about.The $250 bushmaster ORC rifle for example, was a limited quantity item. We've cut ammo prices across the board even when lead prices are going up. We also put together over $10k in awesome gifts. Our goal was to put together the best gun/gear giveaway on the internet right now for you all. Ultimately to get you guys the best of the best deals and potentially win a prize.We took our website down at 11pm EST to switch on the deals, gifts, pricing, etc. At 11:30pm EST everything was functioning at 100%. When we turned the site live at 12am EST the web traffic to individual pages like the pdf catalog and the bushmaster page caused immense lag for some customers. We immediately had multiple servers fired up and our development team doing everything possible to get the site running smoothly. Unfortunately this did take a few hours to fix.While this was all taking place we could not "kill" the deals on the website and customers were able to still place orders.We made a post online saying we were going to restart black friday deals. This post was made too soon without fully knowing how many orders had come in during this period.We want to be as transparent with you guys as possible.We have completely sold out of the Bushmasters at $250/pc, they were gone in a second. We are planning several more smoking deals to help ease some frustration you may have towards us. We're extremely sorry for what happened last night and we thank you for being beyond patient with us during this crazy time.

Complaint: [redacted]
I am rejecting this response because:First off, all I was trying to purchase was 500 rounds of 9mm ammo at a price that was about $20 less than what it normally costs. The fact that Freedom Munitions wouldn't honor such a small discount to a loyal customer who potentially could purchase hundreds or thousands of dollars of ammo over time is baffling to me. Second, I was literally sitting at my computer before midnight struck refreshing the page. There is no way humanly possible for anyone to have connected at that point and placed an order and have it all sold out in minutes when the site was not functioning. There were hundreds of FB posts from upset customers like myself that ALL were conveniently deleted. I would love to know exactly how many orders of that ammo offer were purchased and at what time. In any event, again, all I was asking here was this discounted price which was only about $20. If Freedom won't honor it, that speaks volumes to me about what they think of their customer base.
Sincerely,
[redacted]

February 22, 2016 Freedom Munitions [redacted] [redacted] 
[redacted]  Revdex.com [redacted] 
[redacted]  RE: Revdex.com Complaint ID [redacted]  Dear Resolution Moderator, As was indicated by the...

customer, his order was received by Freedom Munitions on 2/3/16. Since he is a resident of the state of Illinois, Illinois state law requires we obtain a copy of his Firearm Owner’s Identification (FOID) card and Illinois Driver’s License (DL) prior to shipment. As this was not received at the time of order placement, it was requested from him on 2/5/16. It was received and entered in the order notes on 2/8/16. The Freedom Munitions customer service representative with which the customer corresponded is the newest member of the Freedom Munitions Customer Service team and still in training. She was delayed in advising the shipping department of receipt of the necessary documentation until 2/12/16 due to limited staffing within the Customer Service Department and the corresponding work load. The order was shipped via UPS on 2/15/16 and delivered to the customer 2/19/16, as shown in the below UPS tracking details. It is unclear why the customer did not receive the notification of shipment with the corresponding UPS tracking # on 2/15/16. We recommend he check his SPAM folder, as this information is automatically generated by our system at the time of shipment and sent in an email to the email address provided by the customer at the time of order placement.     We do apologize for the delay between order placement and shipment. We strive to provide timely turnaround on orders and hope this will be evidenced in any future orders the customer may place. We would like to note, the below copy is displayed in the view cart area of our website and appears during the checkout process seen by all customers when completing order placement. While our typical processing time is currently much better than this, the below notification has been posted on our website since December 2015 to help set customer expectations. This special shipping notice states standard orders can take up to 10 days to ship, and some products may take up to 21 days to ship due to production/shipping constraints. These posted timeframes may increase if the necessary documentation is not received immediately; i.e. 5 days from order placement until receipt of FOID and DL information.   We hope the customer can understand that we are doing all we can to process orders in a timely manner and are very sorry the shipment of his order did not meet his expectations. The delay in shipping his order was due to several factors, including delayed receipt of his FOID and DL, as well as minimum staffing in the Customer Service area due to Freedom Munition’s attendance of the Great American Outdoor Show in Harrisburg, Pennsylvania.  For the future, we keep all FOID and DL information on file, so his upcoming orders will not be delayed waiting for this information. We recognize the staffing issue that resulted from attendance at the Great American Outdoor Show and will be scheduling differently next year to ensure better staffing coverage in the office. These two factors should afford the customer a better experience in the future. Please contact us if you should have any further questions or need additional information. Best regards, Freedom Munitions Customer Service  Lorrie Lynn Customer Service Supervisor Phone: 208­748­1490 Email: [email protected]

The Freedom Munitions team spoke with Mr. [redacted] several times, 6/29, 7/8, and again 7/12.  Unfortunately, we were not able to fill this order.  On 7/12/16, this order was cancelled.  The ammunition industry is experiencing extended delays as indicated on our website as there is a...

extremely high demand.
 
Payment for this order was not received, so there is no refund to process.  Our system pre-authorized the customer's account for $351.95 at the time the order was placed, but did not extract payment from his account.  The pre-authorization will be removed from his account within 3-5 business days, according to the normal processing time of his bank.

Unfortunately, we are sold out of the Bushmaster rifle.   Following is the official announcement as to what happened, as posted on Facebook: First, we'd like to apologize for those of you that stayed up extremely late with the hope of getting one of our doorbuster...

deals. Our website experienced unprecedented traffic due to the Black Friday sale. However we'd like to give you guys a little clarity as to what happened last night. We've been preparing for Black Friday/Cyber Monday for a great deal of time and worked hard to address every cause of last years issue, for this year. Going into the sale we had done everything we thought was possible to not only make today go smoothly but come up with several amazing bundles/ deals that you all would get excited about. The $250 bushmaster ORC rifle for example, was a limited quantity item. We've cut ammo prices across the board even when lead prices are going up. We also put together over $10k in awesome gifts. Our goal was to put together the best gun/gear giveaway on the internet right now for you all. Ultimately to get you guys the best of the best deals and potentially win a prize. We took our website down at 11pm EST to switch on the deals, gifts, pricing, etc. At 11:30pm EST everything was functioning at 100%. When we turned the site live at 12am EST the web traffic to individual pages like the pdf catalog and the bushmaster page caused immense lag for some customers. We immediately had multiple servers fired up and our development team doing everything possible to get the site running smoothly. Unfortunately this did take a few hours to fix. While this was all taking place we could not "kill" the deals on the website and customers were able to still place orders. We made a post online saying we were going to restart black friday deals. This post was made too soon without fully knowing how many orders had come in during this period.We want to be as transparent with you guys as possible. We have completely sold out of the Bushmasters at $250/pc, they were gone in a second. We are planning several more smoking deals to help ease some frustration you may have towards us. We're extremely sorry for what happened last night and we thank you for being beyond patient with us during this crazy time.

This order was cancelled.  The funds were not captured, so there is no money to refund.
 
With the unprecedented demand for ammunition, we are working 24 hours a day to get as many orders shipped as quickly as possible.  Our website reflects the delays we are experiencing are 10-17...

days or more, as does the websites of almost all the other companies in this industry.
 
Our calls and emails are responded to in the order received, I show that the email sent on July 5th was responded to on July 10th by customer service.  The email submitted on July 8, and 9th was responded to on July 13th, when the cancellation request was received and processed.  We agree that your experience with us was less than ideal.  We have now doubled our staff in both customer service and shipping in an attempt to provide better service.  We apologize that this resulted in a cancelled order and frustration.

[redacted],
 
We are very sorry for the delay in your order.  We were expecting to have the 300 Blackout 147gr Reman ammo much sooner.  However, this is the holdup on your order.  If you'll check your credit card statement, you'll notice that we haven't actually captured any funds yet...

for your order - so you haven't actually been charged yet.  You will be charged when your order ships. 
 
On 8/19, we did pre-authorize your card for the amount of your order, but we have not charged the card.
 
We have a couple choices here - we can either cancel the item from your order which is holding it up (the 300 Blackout 147 gr) and ship your order immediately, or you can continue to wait for the product to be available.
 
Please let us know how you'd like to proceed.
 
Thank you.

Case ID [redacted]
Roman">The product referenced by the customer complaint
provided to Freedom Munitions is stated incorrectly by the customer in his
complaint as Hornady Blk grain V-MaxThe correct description is
AAC Blk gr Hornady V-Max New as shown on the Freedom Munitions website (See
Exhibit A) and on the customer's order (as shown on his attachment in the original
complaint). The importance of this distinction is clarified as follows
As explained to the customer by members of the Freedom Munitions Customer
Service team, this Freedom Munitions ammunition is loaded with a registered,
trademarked Hornady V-Max bulletFreedom Munitions must include the Hornady
name in the description of the projectile to comply with registered, trademark
lawsWhile it is a registered trademark requirement for all companies who are
not the manufacturer to include the projectile manufacturer's name when using
the projectile, it is an industry standard to include the projectile
manufacture's name at the end of the load description to signify it refers to
the projectile only. This is evidenced by the attached Exhibit B from the
Federal Premium website (another well-known ammunition manufacturer), which
shows other manufacturers of bullet types for their loads, such as Speer, Nosler, and Sierra, meaning
this ammunition is made by Federal Premium Ammunition using a Speer, Nosler, or
Sierra projectileNote, as evidenced by Exhibit C attached, Hornady does not
include the name Hornady in the description of their ammunition, since it is
understood the ammunition and projectile are manufactured by Hornady
Typically, manufacturers will not include their own name in the description of
their own product
As requested by the customer and shown in the attached Exhibit A, we have added
additional verbiage to the Freedom Munitions website explaining that this
ammunition is loaded and packaged by Freedom Munitions using a Hornady V-Max
projectileWe hope this will provide clarification to the customer and to any
future purchasers that the Hornady name is being used to describe only the
projectile (bullet) while still maintaining compliance with all registered
trademark legal requirements
We strive to deliver a quality product at a competitive price while providing
excellent customer serviceWe believe if the customer would have tested our
ammunition upon receipt, he would have found it to contain a genuine Hornady
V-Max projectile and the loaded cartridge to be of excellent quality and
performanceHowever, we understand he is not satisfied with the purchase and
therefore, offer to the customer an UPS return label at our expense to return
the ammunition purchased and will waive any restocking fee that would typically
be appliedUpon notification that the ammunition has been provided to UPS for
return to us, we will provide full credit in the amount of $to the
customer's credit cardWe hope this will provide the desired settlement the
customer has requested

To whom it may concern,  My complaint on file with Freedom Munitions has been resolved. You guys have been instrumental in getting Freedom to respond to me.

We have experienced a staffing change in the role to respond to complaints.  New contact is Julie K[redacted], Customer Service Supervisor.  I have just been made aware of this issue and am working to resolve.  Please change contact in your system to [redacted]@hmtgroup.us. ...

Resolution to be coming shortly.