Lone Wolf Distributors, Inc

Mr [redacted] was contacted via our chat ticket system on March 1,2017. In the reply (shown below) it is explained to him, that when an order is processed, it generates a tracking number, it is then sent via email to the customer. However, It also states to allow for proper lead times involving custom...

work, ie laser engraving, in this case. It was also explained to him, that all sales are final on any custom work. Below I have attached the chat ticket response sent to Mr [redacted], as well as the lead time chart and return policy both shown on our website. These are to be read and a check mark is placed, by the customer, before checking out. (Chat Ticket Response)6 days ago Alan T[redacted] Mr [redacted] - I assure you we are a reputable company, that you can trust. You order 2 custom engraved slide cover plates. Because there are approximately 1000 configurations, these are cut to order. Custom laser engraving has about a 2 week lead time. When the order is processed it also generates a tracking number. You then receive the email stating the order was shipped, however, the email should also say, if you have any custom work on the order, to please allow for the appropriate lead times. As to your second question, all sales are final on custom work. I hope this clears up the confusionhttp://www.lonewolfdist.com/Content.aspx?PAGE=Lead%20Timeshttp://www.lo...⇄

Mr [redacted] contacted us about a defective barrel via live chat. He was told by the CSR who took the chat that he would send a return shipping label to him. However, Mr [redacted] took it upon himself to go ahead and send the barrel to us and not use the label. Mr [redacted] was refunded the cost of the...

barrel, and the original shipping fees. He then insisted that we refund the sales tax, however we did not collect sales tax on this order, due to him living in Tennessee. Then Mr [redacted] insisted that we refund the handling charges, again, we did not charge any handling charges. 
Mr [redacted] has been refunded his total cost for the barrel, this was completed before he filed the complaint with Revdex.com

Complaint: [redacted]I am rejecting this response because:
This is not an accurate description of what has happened. I am happy to provide the Revdex.com with all email documentation to prove this.
I requested return shipping multiple times, without a single response. Finally, I informed Lone Wolf that I will pay for return shipping, but I will not be purchasing from them again. After I had already sent the product in the mail, I got response saying that I might be refunded for return shipping if the product was defective due to one reason or another. See email response below:
[redacted],The barrel may not in fact be defective; it may be a simple case of your individual slide's tolerances being on the tight side of things. EVERY Glock is unique and an individual; so even with OEM components some fitment and fine tuning may be needed. Since this is the case, we need to have the barrel on site for inspection to determine if it is in fact "defective" or out of spec. If that was determined, then we may opt to refund your shipping per your request. 
So as you can see, there was no offer for return labeling, only a possibility for refund. Regardless of the reason, if the product doesn't work, the customer should not be charged. 
The return labeling was in fact refunded after a long delay from Lone Wolf. The dispute however is over the Shipping and Handling Cost of $13.20. I have been refunded for return shipping, but not for the original Shipping and Handling costs. The Lone Wolf representative had this to say.
[redacted]: 
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I was refunded $7.00 for shipping, which I assume is for return shipping. Please see the attached original invoice. I also paid $13.20, under 'Shipping & Handling'. Please provide a refund of the $13.20 as well. 
 
Lone Wolf:
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[redacted]
The refund you received was the total refund you will be receiving, which is in accordance to Lone Wolf Distributors store policies.
Thank you
 
As you can see, the rep immediately dismissed my claim. I am out $13.20 just for receiving a defective product from lone wolf. Furthermore, their customer service is unacceptable.
Please see the attached invoice as proof of charges. They can say that they dont charge for handling, but regardless, I paid $13.20, and they refuse to refund it. And they have terrible service.
Sincerely,[redacted]
 
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Review: COPY OF CORESPONDENCE SENT TO LONE WOLF.

From: [redacted]

To whom it may concern:

I was at the NRA convention and was excited to see the products of two

vendors. Lone wolf was one of them. Upon going to your space I was extremely

happy to find little neon signs that said ALL BARRELS $100.00 I have been

wanting two barrels for some time but being disabled and on a limited

income. (it took a year to save the money for my trip to the convention and the

barrels I wanted) I spoke to [redacted] and was told that you didn't have

those in stock at the convention but that if I called Monday that your

company will still give me the barrels at that price and would include free

shipping.

I even went as far as asking her to repeat herself and I then wrote her

name on the catalog I got to ensure that I could reference our contact if

there were any problems. I also after looking thru the catalog found items and

or services that I would have done with the money I save over the next

year. ( red dot sight and slide machining for said sight.

I left slightly disappointed but content on knowing that I could still

purchase them at a great price. I decided that the extra money saved would go

for my daughter and I to have a very nice dinner while in Nashville since

we do not get out to often.

I just called to place my order and spoke to I believe it was [redacted] to

place my order as told by [redacted] and was told that my order was $280 something. I

informed [redacted] what I was assured by [redacted] That I could order the barrels on

Monday and what the cost was supposed to be. I was informed that I could

get the LWD-2240TH for $100.00 but the LWD-2435P4 could not be sold to me

for the price that I was quoted by [redacted].

I told [redacted] that I would now have to think about my purchase and politely

hung up.

I feel that I was done a disservice by Lone Wolf. Your sign at the

Convention did not state "ALL BARRELS AT THE SHOW or LIMITED TO CERTAIN MODELS or

even better still LIMITED TO STOCK ON HAND"

Between Your signs and what I was told by [redacted] I would hope that Lone Wolf

does the right thing and honors the sign and the statement that were made

to me and that this was all just a miscommunication or misunderstanding on

[redacted]s part.

If you have any questions feel free to call or email me

Thank you

[redacted]Desired Settlement: I WANT TO PURCHASE BOTH BARREL* AT THE PRICE QUOTED BY MRS [redacted],

Business

Response:

Mr.[redacted], I read your complaint. I talked with [redacted] and she indeed remembers speaking with you about the barrel prices. While we were not selling either 4 or 6 port barrels at the NRA show for $100.00 I do understand why you would think that they were.We will honor the $100.00 price and free shipping for both barrels. One of our customer service representatives will be in contact with you to get the order finalized.[redacted]General ManagerLone Wolf Distributors Inc.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business' response. If you wish, you may update it before sending it.]

Revdex.com,

The bussiness responded promptly and apparently it was just a miscomunication. The matter has been resolved as the business is shipping the barrels as quoted. Thank you to all parties involved.I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: I ordered an item on 8/12/15. It was expected to have a 4-6 week delivery shipment. Lone Wolf gave me a USPS tracking number to check the status on the item. On 8/13/15 it had shown as shipped but not to where.

At the end of the 6 weeks, I contacted Lone Wolf's customer service and was abruptly reminded about the above mentioned 4-6 week waiting period. I was also told that it had not shipped out of Lone-Wolf's facility until 8/26, the item had to go to another facility for finishing, then to me (hence the 4-6 week wait).

My inquiries started off simple with Lone Wolf, basically just asking when it will ship. I could not get any straight answers out of the customer service department. Finally another rep came into the email correspondence and told me that the item had come in that Friday and would ship early the following week.

A week later I inquired yet again. I was told that the item did not pass QC and went back to the finishing facility. However, nobody at Lone Wolf thought it would be a good idea to contact me, the customer, who has been inquiring on status updates of the product for 3 weeks. I only found out because I inquired yet again.

Another week later I got told it failed QC again and went back another time.

Between the fraudulent, misleading USPS label, and the lack of reliable information from Lone Wolf, I have absolutely no indication that they actually intend to send me the product I paid for months ago.Desired Settlement: I ordered the item because I want it, however if they cannot produce it, I would like them to tell me and refund my money so that I can obtain it elsewhere. I have waited almost double their advertised time at this time.

Business

Response:

We are actively corresponding with this customer. The customer has been giving the choice of getting a complete refund or letting us send send the item back to the coater for another attempt at correcting the problem with the finish.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business' response. If you wish, you may update it before sending it.]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is only partially satisfactory to me. I would prefer the product, I ordered it because I wanted the product, I have waited (now double) the advertised waiting time for the service and product, they have not offered any courtesy updates to the status of the product without being directly questioned multiple times. If Lone Wolf can provide the product which I paid for in full, AND provide an acceptable shipping/expected delivery date then I still want the item. If they cannot provide an acceptable / reasonable expected delivery time (something a bit more quantifiable than the false / misleading shipping link they have sent me), I will take the refund.

Regards,

Ordered a barrel received empty envelope called them from the post office was sent a form via e-mail wanting me to take pictures & send back (bunch of hoops to jump thru) I'm not able to print things off so I procrastinated & went beyond there self imposed 90 day limit (but I did call immediately) anyway just wanted everyone to know there customer service is almost none existent (expect to do it for them)

I recently purchased a barrel and compensator from this company. When I received the order the compensator was damaged. It took three attempts to contact then to have the compensator replaced. They finally told me they would sent me a RMA #. It took then two additional days for them to email me the RMA and return label. It has been two weeks since I sent it back. I had to contact them a forth time now to get an update. They told me that they have had it for a week and have not had a chance to get to it. This company does not stand behind there product. They really don't care about customer satisfaction or customer service. Every company has issues with products from time to time, but it is how they handle it that makes a difference. Lone wolf just want your money.

Review: This company sells gun barrels. I waited 3 months for a particular barrel to come in stock. (LWD 10 MM 6" Barrel for glock 20). Once in stock I placed my order. After a week I received a conversion 9x25 dillon barrel. I was immediattely skeptical wondering whether they actually had my barrel in stock. Did they send my a different barrel just to get the sale? They insisted I ordered the wrong barrel and told me If I wanted to return the barrel there would be a restocking fee. I decided to keep the barrel and ordered some of this rare/hard to find 9x25 dillon ammo. When the ammo arrived I went out to the range and the barrel did not cycle/functilon. The company states on their site it is a drop in application and fits glock model 20. The company finally sent me a return authorization. But I will have to pay the restocking fee. I paid $34 return freight and I am stock with several boxes of this 9x25 dillon ammo I cannot use.Desired Settlement: Refund of all monies spent on this defective barrel.

Business

Response:

How was the original complaint sent? This is the first notice that we received.

I am attaching the customers original invoice. The customer placed the order themselves via our website and did order a 9x25 Dillon barrel and not a 10MM barrel. We told the customer he could return the barrel but it would be subject to a restocking fee if the barrel was not in new condition.

The customer decided to keep the original barrel after trying to sell it. The customer then notified us that he tried to barrel and it would not function. We issued an RMA to the customer for the return of the barrel with no restocking fee. This was processed and completed on 7/3/2014.

General Manager

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business' response. If you wish, you may update it before sending it.]

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.

Regards,

I apologize. They did refund the purchase price minus tax and shipping.