Gander Mountain Company

Initial Business Response /* (1000, 6, 2014/07/07) */
Unfortunately, due to the nature of this purchase we will not be able to offer any discount. We are only able to offer a full refund if the firearm is returned. We 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 illegal. We have taken the steps necessary on our end to inform the parties involved in this purchase that it was purchased illegally. Thank you.
Initial Consumer Rebuttal /* (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 issue. Both ATF agents stated since it is a gift given to me on father's day from my son, it is NOT A STRAW PURCHASE. Please look at the ATF 4473 form page 4 of 6, question 11A, paragraph 2 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 shipped. I intend to report this to the ATF as well.
I am still requesting $66.00 to repair the barrel crown and an apology from Gander Mountain. I also request that [redacted] take more training with ATF to avoid this mistake again with a customer.
Final Business Response /* (4000, 13, 2014/07/10) */
We understand that paperwork had to be filled out at the FFL dealer. The 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 firearm. This is a straw purchase and is not legal.
Final Consumer Response /* (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 4473 as required by federal law. I 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 /* (1000, 5, 2015/06/03) */
I am so sorry for the trouble your recent order has caused. Defective merchandise can be returned back to us within 90 days of purchase and we normally cover the return shipping within the first 30 days. I am sorry that you were...

misinformed about this and that you were not offered a pre-paid return label for the defective item. We have received your return and issued a credit of $603.18 (item plus tax) on 6/2. Since you should have been sent a pre-paid return label I will issue an additional credit for the $40 you paid to return the item. Additionally, I will issue a credit for $31.05 for the shipping you paid on the original order. Please look for those credits on your original pay method within the next few days. I have also send a gift card to be used on a future purchase for the misinformation you were given. Please let me know if I can help with anything further. I apologize again for the inconvenience this order caused. Thanks.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2015/11/24) */
I am terribly sorry for our error with your recent in store transaction. I was informed by store management that a refund was issued to correct our error and that you were issued a gift card for the inconvenience. If that information is not...

accurate, please reply at your earliest convenience so I can follow-up with store management again. I am sorry again for the trouble. Thanks!
Initial Consumer Rebuttal /* (2000, 10, 2015/12/01) */
Thank you for taking my complaint they made everything right and they work great in handling what they handled the person that handled it at the store did a way better job than the central store offices I do thank you again for taking my complaint thank you so much it's nice to know that you are there for the consumer

Initial Business Response /* (1000, 5, 2015/02/19) */
I am sorry for the trouble with your recent order. It seems that we had the description listed incorrectly for the unit you purchased, but I found the correct unit that does include the GPS. Additionally the description has been updated...

online to reflect the accurate information; thank you for pointing out that error. I will be happy to send you a pre-paid label to return the incorrect unit and offer the correct unit, item [redacted], for the same price. I will reach out to you today so we can get the return process underway. Again, I apologize for the error.

Initial Business Response /* (1000, 5, 2015/05/27) */
I am sorry for the confusion that sale flyer has caused. The 4 pack of PFD's was advertised as part of a 'bundle and save' promotion with several towables. One bundle included a free rope and the PFD's with purchase of a towable for...

$269.99 and the second bundle included the free PFD's with the purchase of a towable for $129.99. Again, I am sorry for the trouble this has caused.
Initial Consumer Rebuttal /* (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 3 items were separated by a distinct line. Item 1, the description, a line. Item 2, the description, a line. Item 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 #3 for free. Whereas if you clicked more information on item #1 and item #2, both of those items clearly showed that you had to purchase one of the referenced tubes to get the items for free. That is the true definition of false advertising. I spent time going to get them from the local store, I spent time on the phone with the customer service department. I took screen shots of the ad and emailed them to the customer service agent that I was speaking with. I 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 false 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 me. In 2012, 2013, 2014, and before this 2015, I have spent approximentely 5,000.00 in the Novi store. While 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 free. I 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 /* (4000, 9, 2015/05/28) */
Again, I am sorry for the confusion this ad has caused. These PFD's are not free, they are free with purchase. I will be happy to send you a gift card to use on a future purchase for your inconvenience. The card will be mailed and should arrive in a few days. Thanks.

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, 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, 5, 2015/09/30) */
I am sorry for any trouble your recent purchase may have caused. I 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 ATF. I...

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 purchased. Please let me know if you have any further questions about this transactions.

Initial Business Response /* (1000, 11, 2015/09/25) */
I apologize for the trouble you have experienced with your purchase and with the company that owns the protection plans. Can 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 /* (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 Texas. I purchased the 16.5 inch mattress rather than the 18.5 inch that I prefer but the only 18.5 they had has been previously opened. Numerous attempts to get them to take it off the shelf so new ones could replace it are met with blank stares. So I just got what was there in the lesser product because of my urgent need. I 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 push. I do still have my receipt and the plan. I will be able to provide that on 10/09 as that is the date I will return from out of state. Thank you very much for your response. It is appreciated. I 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 you. I will provide the information you request on Friday, 10/09.
Final Consumer Response /* (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 response. I have not as yet heard from the Store Manager (today is 10/21). I do have my receipt and the Protection Plan document as well. I can make that available whenever needed as I will keep it with me until this is concluded. I do appreciate your willingness to resolve the issue. If the Store Manager does as you report he will, I will be satisfied with that action.
Final Business Response /* (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 refund. Please let me know if I can assist with this issue any further. Thanks!

Initial Business Response /* (1000, 5, 2016/03/11) */
I am sorry for the trouble you have had with your recent purchase. I worked with the store manager at the San Antonio location and he informed me that he would reach out to you and make sure the exchange is done. Please let me know if there is...

anything further I can assist with. Thank you.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My husband called gander mountain store and was able to exchange the item. We also had to drive twice to the store and deal with San Antonio traffic. Once again the manager blamed my husband for not making sure that the item was complete. Honestly did they expect him to open all the boxes that he purchased to make sure all the ammo was there. It's obvious this store has a problem with people stealing. It's not the costumers fault that they cannot control this situation.

Initial Business Response /* (1000, 5, 2014/02/07) */
I apologize for any inconvenience this order may have caused for you. I will be happy to issue you a $20 credit for the price difference. The credit will be issued back to your original payment method and will take a few days to be...

reflected in your balance. Again, I apologize for any inconvenience this may have caused for you. Thanks.

Initial Business Response /* (1000, 5, 2016/02/16) */
I spoke with this customer today and apologized for the differing information he was provided regarding the expiration date on our reward certificates. I have issued him a gift card for $522.47 to replace the expired cards. The gift card should...

arrive in just a few days. Additionally, I have asked that this store management team provide further education to associates regarding our reward program.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The person at Gander's marketing division contacted me and was very pleasant and did send the gift card to match the reward points I was told do not expire. Although I did get what I asked for, the item I was going to purchase in December had a $75 rebate card offer that expired at the end of the year. It feels like I am paying $75 more for the same item.
It is unfortunate I had to go to the Revdex.com to get this resolved when Gander corporate would not return my repeated calls and messages.
Today I went to the store to have them transfer my existing points onto a gift card as was told the store should have done before. The two guys at the register still were not informed they could do that, but the store manager was right there and told them they can. In other words, team members still have not been educated on the matter.

On 7/28/16 I ordered 3 dozen final approach goose floater decoys at the price of $24.99/6 decoys. I received my confirmation that my order had been placed and the item was in stock and would ship to my home in 4-5 days. It stated in my confirmation that my order would ship within 24 hours; and when they did ship my order another email would be sent with my tracking information. I never did receive an email about my tracking information. On 7/30/16 I contacted their customer service via their live chat support and the representative told me my item was on back order and my order may be cancelled. On 7/31/16 I received an email stating that my order was cancelled due to the item being on backorder and they were not expecting any more stock of that item. I contacted the customer service again on 8/2/16 via their phone number and asked if they would offer a similar product at the same price, they said they would not. They also stated that the order was CANCELLED BECAUSE THERE WAS A PRICE DISCREPANCY. Since when is the consumer responsible for the accuracy of the retail pricing of items online? I am disgusted with Gander Mountain and the way they handled my experience when I contacted them. They were very rude and had the "tough luck" attitude. I have never have had any problems with any other outdoor specialty retailer. Gander Mountain has lost a life long customer and I will never shop there again. Where is the liability and responsibility of the company? They refuse to honor their customers on their orders and that is unacceptable to me. I will spend my hard earned money else where from now on.

Initial Business Response /* (1000, 5, 2015/06/19) */
I am sorry for the error that caused your order to be canceled. We do not currently have the items purchased in stock, but I will be happy to contact you to replace the order when we expect stock again. Please note it may be several weeks before...

we are able to replace all items due to the nature of the product. Thank you.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you, I will be awaiting gander mtn to replace my cancelled items.

Initial Business Response /* (1000, 10, 2015/07/19) */
A duplicate email was sent for an egift card that was already received. I am sorry for the confusion this has caused. We will be happy to provide you with a discount on your next order for the inconvenience. Please contact us at...

[redacted] to place an order and receive that discount. Thanks.
Initial Consumer Rebuttal /* (3000, 12, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That is not an accurate statement. I did not receive a duplicate gift card because that would imply that I had previously received a gift card which I have not. I was emailed a gift card in the amount of $25.00 (one time) and when I called to redeem it two separate Gander Mountain employees refused to redeem the card. When I asked why, the supervisor said that their advertising team mistakenly sent out that email and if they redeemed it for me, they would have to redeem it for everyone. I told them they should redeem it for everyone they sent it to and the supervisor then told me that wasn't an option. Gander Mountain should honor their offer whether it was sent out by mistake or not. I have also attached a screenshot of the email as evidence that what I am saying is accurate. I expect Gander Mountain to honor the gift card they sent me, and frankly they should honor everyone else's as well.
Final Business Response /* (4000, 14, 2015/07/29) */
I am sorry for the confusion, but this was a duplicate email that was sent. The original card was emailed to you on 12/1/2014.
In an effort to reach a resolution I have mailed you a $25 gift card to the address provided. Please allow up to 7 days for delivery of this card.
Please let me know if you have any further questions.
Final Consumer Response /* (2000, 16, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept and appreciate Gander Mountain's response to my complaint. I received a $25.00 gift card in the mail as promised. I am a little disappointed that they originally refused to honor their offer but in the end, they did what was right and gave me what was offered. I will continue to patronize Gander Mountain. Thank you.

Initial Business Response /* (1000, 5, 2014/04/10) */
The item purchased qualified for a manufacturers rebate. I contacted the manufacturer for an update and was informed that a portion of the goods offered in the rebate were mailed on 3/7 with a detailed letter explaining the remaining...

portion of the goods were not in stock but would be mailed at a later date. As this was a manufacturers rebate you can contact them at any time for an update on the remaining item or feel free to contact us and we will reach out to them on your behalf.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Gander Mountain advertised the merchandise that they sold me, not the manufacturer. Gander Mountain's excuse for not sending me the cleaning kit was that the response was so great that the manufacturer could not meet the demand. I Emailed a complaint to Customer Service at Gander Mountain with no response from them. Customer Service Reps at Gander Mountain are very good at making excuses and blowing smoke but not solving this problem..I bought merchandise from them in December 2013 that promised a rebate,a gun cleaning kit, that has not been sent to me as of 04/14/2014. After shooting a rifle it is customary to clean the rifle for safety reasons and to keep the gun in good working order. This is why I do not accept their response.
Final Business Response /* (4000, 9, 2014/04/15) */
Due to the delay in the manufacturer sending the good advertised in the rebate that they offer, I will be happy to send a cleaning kit from our stock at no charge. We will email the customer a tracking number when the kit ships. It should arrive in a few days. You will then still receive an additional cleaning kit from Bushmaster as a part of the rebate offer. Thanks.

Initial Business Response /* (1000, 5, 2015/06/19) */
I am sorry for the error that caused your order to be canceled. We do not currently have the items purchased in stock, but I will be happy to contact you to replace the order when we expect stock again. Please note it may be several weeks...

before we are able to replace all items due to the nature of the product. Thank you.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you, I will be awaiting gander mtn to replace my cancelled items.

Initial Business Response /* (1000, 5, 2015/12/30) */
I apologize that we no longer had that ammunition in stock to fulfill your order. Unfortunately, our stock does not update online in real time which is how this item was oversold. One of your orders was canceled as we limit the purchase...

of bulk ammo to one per person. The details of our ammo limits are listed here:
http://www.gandermountain.com/Shooting/Ammunition/Rimfire
I will be happy to place a new order for you for 14 boxes of item [redacted] at $6.43 per box. That item is currently on backorder, but we are expecting a shipment within the next few weeks. Please advise how you would like to proceed. I look forward to your response.Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This complaint was filed in November and it took well over a month to get a response from the company. This order was for a Christmas gift and the lack of concern from the company to me as a customer is unacceptable. The offer made would still be over the original amount anyway. VERY disappointed as a long time customer of Gander Mountain.
Final Business Response /* (4000, 9, 2016/01/04) */
I am sorry that you are not happy with our proposed resolution. I am not able to offer any further discounts on item [redacted] as I cannot sell any items for less than our cost. Please let me know if you would like to proceed with that order.

Initial Business Response /* (1000, 5, 2015/07/13) */
Unfortunately, this item was advertised at an incorrect price. The correct price is $1299.99, not $329.99. Due to our error we offered the item to you at $799.99, but are not able to sell it for $329.99. Below is the statement we have...

posted about misprints. That can also be found at: http://www.gandermountain.com/help-center/terms-of-sale.shtml
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 Business Response /* (1000, 8, 2014/12/22) */
I apologize that this item is on backorder. We offered to provide a discount on a similar item, but are not able to match the price of the item requsted which was much more expensive. The item is still available at the original price.