Gander Mountain Company

Initial Business Response /* (1000, 5, 2014/08/28) */
Please respond with the specific store location when this situation occurred so that I can research the issue. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/29) */
(The consumer indicated he/she DID NOT accept the...

response from the business.)
13075 City Square Dr,
Jacksonville, FL 32218
The Transaction Date was July 26, 2014
Final Business Response /* (4000, 11, 2014/09/17) */
I have spoken with the credit card company and have removed the $48 charge. Further, I have addressed the way the credit card application was presented to you with store management to ensure we are providing more accurate information. Please let me know if you have any further concerns. Thank you.

Initial Business Response /* (1000, 6, 2015/06/03) */
I am sorry for your recent in store experience.We are only able to sell a firearm to someone if the paperwork and payment is provided by the same person, married or not. I was informed your sale was originally denied as one person was...

filling out the paperwork and one person was providing the payment. I spoke with the store manager about this situation and he stated he spoke with you several times and offered for you to return to the store to make the purchase and he offered you a discount as well as a gift card to use on a future purchase. The store employees have all been trained on the legalities of firearm purchases and this was reviewed with them.
Initial Consumer Rebuttal /* (3000, 8, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This salesperson in not telling the truth. At no time was ANY paperwork filled out by either of us as he refused the sale prior to my wife ever filling anything out. Where is this alleged application then? he refused a sale after accusing us of attempting to commit a crime and the manager would not even meet the salesperson and us to determine what occurred. there were other customers there who could have supported our story. This man was discriminating and the corporate office refused to speak to me at all until I said I would contact the media if they supported this action. So yes, he can send us a gift card and train his employee
Final Business Response /* (4000, 10, 2015/06/19) */
Please visit the store and the store manager will be happy to assist with the sale and providing the gift card. Thank you.
Final Consumer Response /* (3000, 12, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the store Manager only called me one time and a substantial time following my repeated complaints to the corporate office. I explained the entire situation to him and he was unsympathetic. it was only after I made remarks about contacting other agencies and the media did he say he could waive some small fee associated with the gun purchase. I have said repeatedly and even in my responses to this agency that he may provide me with a gift card at this time. no representative of Gander Mountain has done so to date.
this company illegally denied a legal purchase and it continues to stand by the false report of this illegal and unethical transaction rather than take responsibility for this blatant act of discriminatory business.

Initial Business Response /* (1000, 5, 2016/03/11) */
I am sorry for the trouble you had with your recent order. I was able to locate an order for you, [redacted], where you ordered the rods mentioned. The additional freight required for these over-sized items is listed on the product description...

page as well as in the cart during checkout. We add in this surcharge due to the length of the package required for these rods. I will be happy to issue you a refund of $20 since you didn't notice that surcharge while placing your order. The $20 will be applied back to your original payment method and since that was a gift card a new card will be mailed to you. Please allow just a few business days for that to arrive. Again, I am sorry for the inconvenience. Please let me know if I can help with anything further.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/10/28) */
I apologize for the issues you had with the recent misprint on our website. We are not able to sell the ammo for the incorrect price as it was advertised when you placed your order. Here is our misprint policy as stated online:
MISPRINTS,...

PRICING
We are very careful at Gander Mountain, but sometimes errors occur. All errors are subject to our correction. We reserve the right to change prices and specifications without notice. The price that you pay for any product on our Site will be the price that is displayed on the Site at the final page in the checkout process. Note that the price for an item may change from when you first placed it in the shopping cart. Placing an item in your shopping cart does not reserve the price shown at that time. We cannot confirm the price of a product until you have placed the order and reached the 'confirmed purchase' stage. Any discounts we offer are time limited and are dependent on product availability. Accordingly, the price of our products may change from time to time.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is nothing more than giving the customer the finger. Talk about the worst customer service I have truly ever seen from a company. They made a mistake with pricing, but instead of fixing that right away, they send a email a few days later, stating the product is on backorder, but will ship soon once its back in stock. Again, no mention at that time of a incorrect price. Then, 9 days after the fact, they cancel the order stating somebody made a pricing error. Well, instead of offering a decent deal to a customer, they offer full retail price, and free shipping, which would be more expensive than I can purchase said items from my local retail establishment. I expect them to honor the price they quoted, and stuck by for 9 days, or I will pursue legal options. I should have done my due diligence better and read all the horror stories online about what a awful company gander mountain is, how they pull bait and switch tactics all the time, and how they have horrible ratings from every site that rates business's that I have ever seen.I have been in retail for 9 years, and I can truly say I couldn't fathom treating a customer this way, or not offering them something for screwing up, and not fixing it for 9 days, only to accept no blame or put any effort into satisfying the consumer. Mark my word, I will find the time to spread the word about how horrible gander mountain is, and to never associate with this terrible company. They should be ashamed of themselves!

Initial Business Response /* (1000, 9, 2015/05/04) */
I am sorry for the trouble your recent purchase has caused. I spoke with the store manager for the Pensacola store and was informed that the firearm was returned by Sig and picked up on 4/30. Again, I am sorry for the delay.
Initial Consumer...

Rebuttal /* (3000, 11, 2015/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate your apology but would like to point out that there is a problem with Gander Mtn's operation (at least in Pensacola, FL). If an employee or employees are not sure of turn around times for services they should just say so or heavily pad their expected return date. Furthermore, employees should have adequate information on their clients purchases. It's bad enough that my weapon was out for repair 2+ weeks longer than promised but adding insult to injury was that 2 separate employees were not able to find any record of my gun repair in the system. On the day I came to pick up my weapon and spoke with employee: [redacted], even after handing him my service order ticket he was unable to find any indication in the computer of my claim/repair. It was not until another employee (I presume higher ranking) came over and asked him if he checked the old database. I don't not fault [redacted], if he was never told about the existence of a new database. In short, the company should better train their employees to work with customers. This whole ordeal (which should have been easy) was like pulling teeth only to find that the employees knew nothing about my repair status or that I even had a repair ticket in the system. I will be sure to tell anyone I know buying a firearm from Gander Mtn. to not buy any sort of Pro Plan. The service provided from it is simply not worth it. Thank you for your time.

I apologize for the trouble this purchase has caused for you. I obtained a copy of your original purchase receipt and spoke with the store manager and found that you were provided a $50 discount on the purchase of one of the firearms to make up for the promo. I was advised that the second firearm...

purchased was not eligible for the promo as that was only available on certain firearms. Due to your inconvenience I have mailed you a $50 gift card. That should arrive through the postal service in just a few days. Please let me know if I can help with anything further.

Initial Business Response /* (1000, 6, 2014/07/15) */
I apologize that the firearm you wanted to purchase was purchased by another customer a few minutes before you and was no longer available. We try to make updates of inventory to our website as quickly as possible, but it is not done in...

real time. Please reply with the customer service telephone number from the back of your credit / debit card and I will be happy to request that your bank or credit card company remove the authorization for the firearm that is no longer needed.
Initial Consumer Rebuttal /* (3000, 9, 2014/07/16) */
Gander Mountain said I'm sorry, that's it.. you breach a contract and that's all you have to say.. I'm sorry.. Do you not understand I have a confirmation of sale and it shows the money was taken out.. you guy said it never was.. BUT you are wrong, yes it was put back THE NEXT DAY BUT you BREAECHED THE CONTRACT!!! AND ALL YOU SAY IS SORRY.. I GUESS BIG BISSINESS CAN SCREW PEOPLE AND GET AWAY WITH IT!!!!

Initial Business Response /* (1000, 10, 2015/12/23) */
I am sorry for any inconvenience this order may have caused for you. I have verified with our firearms supervisor that the item in question was advertised and shipped correctly. Unfortunately, we are not able to accept a return on a firearm...

once it is taken from the FFL dealer. I see that a credit of $25 was issued to you due to your inconvenience.

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 department. Also made complaint to headquarters who said someone would contact me the next day. This is day 3 and no call. Not the first time this has happened.

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.I received an email from Brenda H. at Gander Mountain customer service apologising for my situation and issuing me a credit back for the $25 in dispute. I find this acceptable and appreciate the assistance. I consider this issue now resolved amicably.Regards,[redacted]

Initial Business Response /* (1000, 5, 2016/03/11) */
I am sorry for the trouble you had with your recent order. I was able to locate an order for you, [redacted], where you ordered the rods mentioned. The additional freight required for these over-sized items is listed on the product...

description page as well as in the cart during checkout. We add in this surcharge due to the length of the package required for these rods. I will be happy to issue you a refund of $20 since you didn't notice that surcharge while placing your order. The $20 will be applied back to your original payment method and since that was a gift card a new card will be mailed to you. Please allow just a few business days for that to arrive. Again, I am sorry for the inconvenience. Please let me know if I can help with anything further.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/11/13) */
I am terribly sorry for the experience you had in one of our stores. Please respond with the specific store location and I will be happy to follow-up with both the store and district management teams and provide your feedback. Thank...

you.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
yes when you buy a new product they should tell you if it was display mostly a gun you don't know how it was used or dropped or else if go you buy a new car if any miles they sell as demo sales persons and manager be long in Mc Donalds fur feather and fin are going to put niles store out of sales talk to them they would never sale display model your store in niles have the most rude sale and management people All I wanted is a new gun and rifle all I got was display how many peoPle touched and took apart and dry fired you tell me
Final Business Response /* (4000, 13, 2015/11/24) */
I am sorry for my confusion. We have a store located at [redacted]
Warren, OH 44484. Is that the store you are referring to? Upon confirmation I will provide the correct store management team your feedback regarding your experience while making the purchase.
Final Consumer Response /* (3000, 15, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe this practice will keep going on since that fur feather and fin open a store and is taking away their business because Also the management and sale persons have to be honest up front and tell people that they are buying display before filling paper work out Fur feather and fin put them to shame

Initial Business Response /* (1000, 9, 2015/05/04) */
I am sorry for the trouble your recent purchase has caused. I spoke with the store manager for the Pensacola store and was informed that the firearm was returned by Sig and picked up on 4/30. Again, I am sorry for the delay....


Initial Consumer Rebuttal /* (3000, 11, 2015/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate your apology but would like to point out that there is a problem with Gander Mtn's operation (at least in Pensacola, FL). If an employee or employees are not sure of turn around times for services they should just say so or heavily pad their expected return date. Furthermore, employees should have adequate information on their clients purchases. It's bad enough that my weapon was out for repair 2+ weeks longer than promised but adding insult to injury was that 2 separate employees were not able to find any record of my gun repair in the system. On the day I came to pick up my weapon and spoke with employee: [redacted], even after handing him my service order ticket he was unable to find any indication in the computer of my claim/repair. It was not until another employee (I presume higher ranking) came over and asked him if he checked the old database. I don't not fault [redacted], if he was never told about the existence of a new database. In short, the company should better train their employees to work with customers. This whole ordeal (which should have been easy) was like pulling teeth only to find that the employees knew nothing about my repair status or that I even had a repair ticket in the system. I will be sure to tell anyone I know buying a firearm from Gander Mtn. to not buy any sort of Pro Plan. The service provided from it is simply not worth it. Thank you for your time.

Initial Business Response /* (1000, 5, 2016/02/16) */
I am terribly sorry for the length of time it has taken us to complete your repair. I have worked with both stores and the gunsmith and found that your repaired firearm is ready for pick-up at the Spring location. I have mailed you a gift...

card to use on a future purchase to apologize for the delay. Please let me know if I can help with anything further.

Initial Business Response /* (1000, 5, 2015/04/27) */
I apologize that the cancellation email was not received that was sent to[redacted]@Yahoo.com on 3/31. We only keep a record of these sent emails for one business day so I no longer have that archived. We do have some alternate 22 ammo in...

stock that I will be happy to send you instead. I will call you today to see if you are interested in that. Thank you.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank You

Initial Business Response /* (1000, 5, 2014/03/13) */
I apologize for the inconvenience your recent order has caused. I see that we emailed you an order notification that included tracking information on 3/6/14 at 8:06pm. I am sorry if you did not receive that email.
The item ordered,...

item [redacted], states on the product description page directly under the price that additional discounts do not apply to this item. If you received an email confirmation that shows the item discounted, please send that directly to me and I will be happy to make an adjustment to your recent order. I will also contact you directly so we can resolve this situation. Thanks!
Final Consumer Response /* (3000, 7, 2014/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do have a receipt sent from the online store showing the discount and a packing slip showing a different price which matches the higher price charged on my credit card. I have been checking my spam folder and inbox for a couple of days and have not seen the direct address to forward the email with the discounted price. I have also not been directly contacted, so I guess yet another email has been lost by this company's system. I could just open a consumer protection case with my state's attorney general's office and upload the documents there. The mismatched financial documents would probably interesting to them even if I cannot get a resolution.
Final Business Response /* (4000, 9, 2014/03/17) */
I tried to send an email to the address provided on this case and on the order when it was placed, but the emails are returned to me as undeliverable. I tried to contact the phone number provided on the order when it was placed, but have not been able to get in touch with anyone. I included my name, title and email address on the last response. I will try to call the customer again today so that we can get this issue resolved.
[redacted]
[redacted]@ganderdirect.com

I am rejecting this response because:
I am a business owner. I messed up pricing on a estimate for a customer and realized after I submitted it. Customer agreed to the estimate before I realized my mistake. And I made the mistake, I'll own up to it, and I'll eat the 150 dollar loss. If 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.

I apologize for the pricing error on your recent order. I will be happy to replace your order at the correct pricing of $99.99 each, but we will not be able to honor the incorrect price. Our 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 current. We 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 availability. We apologize for any inconvenience this may cause you. Again, I am sorry for our error. We can replace the order at the correct price and/or offer you a $10 gift card for the inconvenience. Please advise if you would like to proceed with a new order.

Initial Business Response /* (1000, 5, 2015/08/17) */
I am sorry for the inconvenience this order has caused for you. I see that these cases of ammunition are advertised as including 250 rounds each, but there is not a description on how the item is boxed. We have found that by taping boxes of...

ammunition together prior to shipment helps eliminate damage to the item during transit. I see that we did offer you compensation in the form of a gift card as you were not satisfied with the packaging we used for shipping and that was declined. We then received notification from American Express that you were disputing the charges on your credit card. When we are not able to collect payment for an order that was received in full we use a collection agency to attempt to collect payment for us. We are not able to ship any additional ammunition as we have not yet received payment for the original order. Further, if/when we ship any additional orders for this item they will arrive in the same packaging as the original.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I ordered what was advertised on the Gander Mtn website, "Winchester AA Target Loads 250rd Case" item # 800626. I did not receive what I ordered. By Gander Mtn's thinking, they could have shipped 250 individual rounds in a container of their choosing. I do not recall being offered a gift card for my "inconvenience". If Gander Mtn was sincere about Customer Service they would have reached out to me and offered me a gift card for 2 Ammunition Containers. They made no attempt to contact me or answer the dispute with American Express. Gander Mtn will promptly receive the full amount owed once they send me a Gift Crd for 2 Ammunition Containers.
Final Business Response /* (4000, 9, 2015/08/24) */
A gift card is being mailed today. Please allow just a few days for that to arrive. Again, I am sorry that you were not satisfied with the packaging.

Initial Business Response /* (1000, 5, 2015/10/23) */
I am sorry for the trouble you are having with your bibs. We do require proof of purchase on every return. If you no longer have your receipt we may be able to locate it for you. Please respond with the exact date of purchase, amount of purchase...

and the payment used so we can try to locate that for you. Thank you!
Initial Consumer Rebuttal /* (3000, 7, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
first of all I purchased these at least 8 years ago, don't know the date, and I paid cash for them, I don't believe in charge cards, I do know I paid a lot of money for these simply because of the lifetime warranty, whether I have the receipt or not they should stand by the product they sold in there store, realistically, how many people do you think are going to save there receipt from that long ago, also I didn't know I had to save my receipt for warranty. it seems kind of funny how stores/businesses sell products that supposedly have lifetime warranties with a catch, in this case a receipt from at least 8 years ago, really?
Final Consumer Response /* (3000, 18, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How am I suppose to know the exact date I bought them, really? I do know I paid cash for them, I am guessing I purchased them about 8 years ago at the gander mountain in Appleton Wisconsin. That is all I can tell you, I just think this is very unfair, I buy a product from your company that has a lifetime warranty, weather I have a receipt or not it should be warrantied. The product says right on it Gander Mountain, there is no doubt it came from your company. All I will be able to give you is the exact product and size if that will help, maybe there is a product number on it or something.
Final Business Response /* (4000, 20, 2015/11/24) */
I am terribly sorry but I will not be able to locate a receipt without further information regarding the purchase. As posted in store and online any return or warranty requires a receipt. If you are able to find any additional information on this purchase please let us know. Thanks.