Gander Mountain Company

Poor customer service at the store, couldn't get a sales associate to help me after calling the store on my cell phone TWICE while in the stores camping departmentAlso made complaint to headquarters who said someone would contact me the next dayThis is day and no callNot the first time this has happened

I apologize for the pricing error on your recent orderI will be happy to replace your order at the correct pricing of $each, but we will not be able to honor the incorrect priceOur Terms and Conditions lists the following excerpt regarding errors: Correction of Errors and Inaccuracies The information on our Sites may contain typographical errors or inaccuracies and may not be complete or currentWe therefore reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice (including after you have placed your order)Please note that such errors, inaccuracies or omissions may relate to product description, pricing and availabilityWe apologize for any inconvenience this may cause youAgain, I am sorry for our errorWe can replace the order at the correct price and/or offer you a $gift card for the inconveniencePlease advise if you would like to proceed with a new order

Initial Business Response / [redacted] (1000, 6, 2014/07/07) */ Unfortunately, due to the nature of this purchase we will not be able to offer any discountWe are only able to offer a full refund if the firearm is returnedWe have been informed by the ATF when a firearm is purchased by one person and picked up by another person that is a Straw Purchase and is illegalWe have taken the steps necessary on our end to inform the parties involved in this purchase that it was purchased illegallyThank you Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have personally talked to two ATF agents about this issueBoth ATF agents stated since it is a gift given to me on father's day from my son, it is NOT A STRAW PURCHASEPlease look at the ATF form page of 6, question 11A, paragraph on the ATF website, it will explain that the transaction was LEGAL [redacted] refuse to read this form when I told him what I found out from ATF, he also refused to call ATF for clarification I did discover that Gander Mountain is in violation with ATF, since they did not send a copy of their Federal Firearms License and a copy of a receipt with the firearm when it was shippedI intend to report this to the ATF as well I am still requesting $to repair the barrel crown and an apology from Gander MountainI also request that [redacted] take more training with ATF to avoid this mistake again with a customer Final Business Response / [redacted] (4000, 13, 2014/07/10) */ We understand that paperwork had to be filled out at the FFL dealerThe problem with this purchase is that one person's name, billing address, credit card, etc was used to purchase the item and another person filled out the paperwork and took possession of the firearmThis is a straw purchase and is not legal Final Consumer Response / [redacted] (3000, 11, 2014/07/09) */ I would also like to mention that Gander Mountain sent the rifle to a Federal Firearms License dealer and I filled out the ATF form as required by federal lawI believe Gander Mountain is thinking the rifle was sent to me without doing the proper paperwork but that is not the case in this transaction

Initial Business Response / [redacted] (1000, 10, 2015/08/07) */ I am sorry about this experienceWhat store location were you shopping in? What specific item are you referring to? Please respond with further details so this situation can be researchedThanks Initial Consumer Rebuttal ***attached is a copy of the complaint filed by the customer that includes the additional information requested Location: [redacted] , Huber Heights, OH Product: Remington Golden Bullet Rimfire calbox ct Final Consumer Response / [redacted] (3000, 16, 2015/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) The AD states Saturday Special Remington Golden Bullet Rimfire Box of @ $boxThere were no bullets in the store for your ADYour store did not have any in the first place I was told by your employeeThis is the first time in over years that I have had a problem with Gander MtnYou have lost a lot of customers with your ADI know retail because I was a store Manager for a Department Store Final Business Response / [redacted] (4000, 19, 2015/09/01) */ I apologize that the item you wanted to purchase was not available in your local storeFurther, I am sorry that this experience has made us lose a long time customerMost retailers are struggling to keep certain ammunition in stock due to high demandWe try the best that we can to be transparent regarding our inventory and expected shipmentsI apologize again for your inconvenience

I am rejecting this response because: I am a business ownerI messed up pricing on a estimate for a customer and realized after I submitted itCustomer agreed to the estimate before I realized my mistakeAnd I made the mistake, I'll own up to it, and I'll eat the dollar lossIf you're to good of a business to take a loss because of YOUR mistake, you won't be to good when you have no business

Initial Business Response / [redacted] (1000, 5, 2015/03/25) */ I apologize for the trouble with your recent orderI was not able to find any correspondence from you prior to 3/21, after this order had been shippedIf you would like to refuse this shipment, I will be happy to waive the refusal fee You can also return these items in store or back to our distribution center for a full refundThere will be return information inside your package should you not be able to refuse the orderThank you

Initial Business Response / [redacted] (1000, 5, 2015/05/27) */ I am sorry for the confusion that sale flyer has causedThe pack of PFD's was advertised as part of a 'bundle and save' promotion with several towablesOne bundle included a free rope and the PFD's with purchase of a towable for $and the second bundle included the free PFD's with the purchase of a towable for $Again, I am sorry for the trouble this has caused Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) While the company's response was truthful, they omitted the fact that each of the items were separated by a distinct lineItem 1, the description, a lineItem 2, the description, a lineItem 3, the PFD's that are in question, a description, under pricing "free"When you clicked on more information, there was NOTHING that stated you had to buy something in order to receive Item #for freeWhereas if you clicked more information on item #and item #2, both of those items clearly showed that you had to purchase one of the referenced tubes to get the items for freeThat is the true definition of advertisingI spent time going to get them from the local store, I spent time on the phone with the customer service departmentI took screen shots of the ad and emailed them to the customer service agent that I was speaking withI spent time on hold waiting for the customer service agent to get done speaking to his supervisor, only to be told that, " mistakes happen and we have a disclaimer that protects our company from advertising claims." I have now spent more time with filing out these forms, when all that had to be done was the free life jackets that were advertised be given to meIn 2012, 2013, 2014, and before this 2015, I have spent approximentely 5,in the Novi storeWhile I realize that is not alot of money for a huge corporation, I guess they are willing to lose that over these life jackets that they advertised for freeI would be more than happy to send the screen shots proving that the items were seperated and the more information button said NOTHING about having to purchase anything Final Business Response / [redacted] (4000, 9, 2015/05/28) */ Again, I am sorry for the confusion this ad has causedThese PFD's are not free, they are free with purchaseI will be happy to send you a gift card to use on a future purchase for your inconvenienceThe card will be mailed and should arrive in a few daysThanks

Initial Business Response / [redacted] (1000, 5, 2015/12/11) */ I am sorry for the trouble you experienced with this in store price matchPlease respond with the specific store location and I will be happy to research that for youThanks Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Gander mountain Pensacola [redacted] , Pensacola Florida Final Consumer Response / [redacted] (3000, 11, 2015/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Did you read my first complain ?!?!?! I went to the other store( Mikes guns shop in Pensacola Florida) Google it, the gun is a glock They had a few in stock I have a pic with the date and time off me holding the same gun they claim don't have in stock Final Business Response / [redacted] (4000, 13, 2015/12/29) */ I am sorry again for the troubleI was informed by store management that when you attempted to price match in the store that the competitor did not have the item in stock, so we could not complete the price matchIf the item is now in stock with the competitor, please visit the store again to complete the sale with the price match

Initial Business Response / [redacted] (1000, 5, 2015/03/12) */ I apologize that you did not receive your complete orderI see that we attempted to file a tracer with FedEx so your missing package could be located, but were having trouble being able to speak with one another on the phone(The tracers department only works limited hours.) I am working to ensure this situation does not happen in the future as many consumers are not able to communicate during business hoursI have issued a full refund for this item to your original payment methodAdditionally, I have sent a replacement item to you due to the inconvenience this order has caused for youThe replacement item should arrive in about a weekAgain, I am sorry for the trouble this order caused for youThank you

I am sorry for the trouble you experienced with your recent in store purchasePlease respond with the specific store location where the purchase was made and I will be happy to research that and try to find a resolution for youI look forward to your responseThank you

I apologize for the condition in which you received your packageThe pictures that you provided us of the shipment showed that the packaging was damaged in transit, but not the actual merchandiseWe shared the pictures with the manufacturer to ensure that there was no issue and they agreed that there would be no issue with the performance of the ammo since only the outer packaging was damaged/crackedWe offered a $gift card as compensation for the damaged packaging

Initial Business Response / [redacted] (1000, 15, 2014/07/23) */ I apologize that you were first denied a purchase of ammoThe limits were advertised per box, not per purchaseThis customer worked directly with the store manager to make this purchase of the limit of each item requestedAccording to the store manager, the purchase was completed on 7/ Initial Consumer Rebuttal / [redacted] (3000, 18, 2014/07/23) */ Although, in Gander Mountain's response they state,"...the purchase was completed 7/9." In fact, the purchase was never completed, and no CCI Swamp People .22WMR was purchasedThere remains a pile of this ammunition, that I was denied, on the sales floor unsold Resolution of this issue is unsatisfactory, as it does not address their advertising problem, and I expect that it will continue Final Business Response / [redacted] (4000, 20, 2014/07/24) */ Thank you for your responseI apologize for my errorThe store manager actually stated he spoke with Mr [redacted] on 7/and agreed the the ammo in question could be purchased in the quantities requested as advertised in the flyerI am not sure if Mr [redacted] completed the purchase, but as of 7/he was made aware of our error and that he could complete the purchase

Initial Business Response / [redacted] (1000, 11, 2015/09/25) */ I apologize for the trouble you have experienced with your purchase and with the company that owns the protection plansCan you please provide specific information on this purchase so that I can research with the store location and the protection plan company on the type of plan purchased? I need the purchase date and the store location of purchase Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/10/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I purchased the inflatable mattress from the Gander Mountain in Sherman TexasI purchased the inch mattress rather than the inch that I prefer but the only they had has been previously openedNumerous attempts to get them to take it off the shelf so new ones could replace it are met with blank staresSo I just got what was there in the lesser product because of my urgent needI am away on business so I cannot look at the documentation I have on the protection plan but it is the one that the cashiers pushI do still have my receipt and the planI will be able to provide that on 10/as that is the date I will return from out of stateThank you very much for your responseIt is appreciatedI still don't believe in Gander Mountain because of the lackadaisical approach of the staff at that location but just receiving a response has made some progress so again I thank youI will provide the information you request on Friday, 10/ Final Consumer Response / [redacted] (3000, 17, 2015/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you much for your actions and responseI have not as yet heard from the Store Manager (today is 10/21)I do have my receipt and the Protection Plan document as wellI can make that available whenever needed as I will keep it with me until this is concludedI do appreciate your willingness to resolve the issueIf the Store Manager does as you report he will, I will be satisfied with that action Final Business Response / [redacted] (4000, 19, 2015/10/29) */ The store manager stated that he spoke with you and you will be in the store within a week or so for a full refundPlease let me know if I can assist with this issue any furtherThanks!

Initial Business Response / [redacted] (1000, 10, 2015/12/23) */ I am sorry for any inconvenience this order may have caused for youI have verified with our firearms supervisor that the item in question was advertised and shipped correctlyUnfortunately, we are not able to accept a return on a firearm once it is taken from the FFL dealerI see that a credit of $was issued to you due to your inconvenience

Initial Business Response / [redacted] (1000, 11, 2015/06/19) */ I am so sorry for the delay in receiving your firearmPlease respond with the specific store location where the item was purchased so that I can check on the status of the work orderThank you Initial Consumer Rebuttal (The consumer indicated he/she DID NOT accept the response from the business.) My complaint is against Gander mountain in Amarillo, TX west interstate phone number [redacted] Today is June 22, and I have not heard NY ting from gander mountain about the gun I boughtStill without my gun! Final Consumer Response / [redacted] (3000, 31, 2015/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I accept that I can get a refund for the gunI still need the $I had to spend on 7/11/to lease a gun to get certified on the range portion of the concealed handgun license proficiency courseI would not have had this extra charge if I would have had the gun that I purchased on 6/4/Over a month before the class that my daughter, son and myself tookThe gun was bought as a last resort for personal protection for my family and we needed the course to prepare ourselves for using our gun not one that we had to lease from the instructorThe class are limited and not offered very often and when I signed us up I thought surely we would have our gun before 7/11/ Final Business Response / [redacted] (4000, 34, 2015/07/27) */ Again, I am sorry for any inconvenience this purchase may have caused for youUnfortunately, we we not be able to pay for your firearm rental fees

Initial Business Response / [redacted] (1000, 5, 2015/06/03) */ I am so sorry for the trouble your recent order has causedDefective merchandise can be returned back to us within days of purchase and we normally cover the return shipping within the first daysI am sorry that you were misinformed about this and that you were not offered a pre-paid return label for the defective itemWe have received your return and issued a credit of $(item plus tax) on 6/Since you should have been sent a pre-paid return label I will issue an additional credit for the $you paid to return the itemAdditionally, I will issue a credit for $for the shipping you paid on the original orderPlease look for those credits on your original pay method within the next few daysI have also send a gift card to be used on a future purchase for the misinformation you were givenPlease let me know if I can help with anything furtherI apologize again for the inconvenience this order causedThanks Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ I am very sorry for the misinformation you were provided when applying for this cardPlease respond with the specific store location so that I can research this incident Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The address to the location the incident occured at is [redacted] el paso tx Final Business Response / [redacted] (4000, 9, 2015/08/24) */ I apologize for the trouble this experience has caused for youOnce the balance is paid in full and the account closed please call the customer service phone number on the back of the card and they will be happy to remove this inquiry from your credit reportAgain, I am sorry for this inconvenienceThank you

Initial Business Response / [redacted] (1000, 10, 2014/12/12) */ This sale was deemed a straw sale so the order was canceled and is not able to be replacedBy law, we are not able to process any straw salesThe end owner of the firearm must be the person that makes the purchase Initial Consumer Rebuttal / [redacted] (3000, 12, 2014/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was having transport to take us to the store to sign for one rifle and my brother sign for other.They have very rude people at customer service and I, my friends,and church members are going to boycott Gander MountainI also sent emails to all 125,employees of my company Final Business Response / [redacted] (4000, 14, 2014/12/22) */ I apologize that the store associates were rude to youI will follwith store management about that, but I am still not able to replace this order as it was deemed a straw purchaseSorry

I apologize that your recent order for .22ammunition was canceledWe set a limit of one bulk pack purchase per person and your order was canceled as it exceeded the limit and unfortunately, the item is now out of stockPlease see the statement below that is posted on our website regarding limits on ammunition purchasesWe are expecting this item back in stock on or around 8/and you are welcome to re-purchase at that time for the appropriate quantityAdditionally, we currently have item in stock and can offer you a special price of $per box with a box limitPlease reach out to us at your convenience if you would like to place an order for that new item Due to overwhelming demand for ammunition, availability has become limitedAt this time we are forced to restrict the purchase of rimfire ammunition to boxes or bulk pack per day per customer in order to fairly serve all of our customersWe apologize for any inconvenience this may have causedThank you for your understanding

Initial Business Response / [redacted] (1000, 5, 2015/09/30) */ I am sorry for any trouble your recent purchase may have causedI did some research with the store manager where these firearms were purchased and was informed that all of our paperwork is on order and in compliance with the ATFI understand the the manager called and spoke with you to explain our process and verify that the serial numbers for the firearms that you have are the same items that were originally purchasedPlease let me know if you have any further questions about this transactions