Approximately one-week subsequent to shipping my Glock-30 to Lone Wolf for a "slide-melt picatinny rail" modification, I received a phone call from James Griffin of Lone Wolf Distributors stating their machine used to mill the slide on my Glock had malfunctioned and inadvertently destroyed the slide. James assured me that Lone Wolf would do whatever was necessary to compensate me for the damaged weapon. Subsequent to discussing various options concerning the Glock-30, I suggested replacing the damaged Glock with a new Glock-19 MOS. James discussed this recommendation with the Lone Wolf staff and they agreed. I shipped my Glock-30 lower receiver and magazines to Lone Wolf and in return they shipped a new Gen-4 Glock-19 MOS within a week to my preferred FFL dealer. Though I was somewhat disheartened by the milling malfunction to my Glock-30 as it was a blue-label law enforcement "memory" - nostalgia from my son, I wanted to document the fact that Lone Wolf and James Griffin went the extra-mile to make things right and did so in a timely and very professional manner. Mistakes happen in life, but I respect and honor those who take care of their business, make things right and do so with professionalism. Kudos to Lone Wolf and James Griffin for their professionalism, ethics, business acumen and keeping their word. Rick H 2/26/2020
Mr [redacted] was contacted via our chat ticket system on March 1,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 customerHowever, It also states to allow for proper lead times involving custom work, ie laser engraving, in this caseIt was also explained to him, that all sales are final on any custom workBelow 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 websiteThese are to be read and a check mark is placed, by the customer, before checking out(Chat Ticket Response)days ago Alan T [redacted] Mr [redacted] - I assure you we are a reputable company, that you can trustYou order custom engraved slide cover platesBecause there are approximately configurations, these are cut to orderCustom laser engraving has about a week lead timeWhen the order is processed it also generates a tracking numberYou 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 timesAs to your second question, all sales are final on custom workI hope this clears up the confusionhttp://www.lonewolfdist.com/Content.aspx?PAGE=Lead%20Timeshttp://www.lo...⇄
Complaint: [redacted] I am rejecting this response because:Additional parts have not arrived yet, Alan in customer service is aware and working on it.Sincerely, [redacted] ***
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
[A default letter is provided here which indicates your acceptance of the business' responseIf 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 / misleading shipping link they have sent me), I will take the refund Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: This is not an accurate description of what has happened. I am happy to provide the BBB 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: ***,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. ***: span.s1 {font-kerning: none} 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: span.s1 {font-kerning: none} [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] ***SUPPORTING DOCUMENTS REDACTED BY BBB***
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]
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 meI would also like to give Alan the customer service manager a big thank youA very fair resolution and constant communication finished this transactionAnd B.B.Bfor the great serviceThank you Lone Wolf Distributors.Sincerely, [redacted] ***
Mr [redacted] contacted us about a defective barrel via live chatHe was told by the CSR who took the chat that he would send a return shipping label to himHowever, Mr [redacted] took it upon himself to go ahead and send the barrel to us and not use the labelMr [redacted] was refunded the cost of the barrel, and the original shipping feesHe then insisted that we refund the sales tax, however we did not collect sales tax on this order, due to him living in TennesseeThen 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
Approximately one-week subsequent to shipping my Glock-30 to Lone Wolf for a "slide-melt picatinny rail" modification, I received a phone call from James Griffin of Lone Wolf Distributors stating their machine used to mill the slide on my Glock had malfunctioned and inadvertently destroyed the slide. James assured me that Lone Wolf would do whatever was necessary to compensate me for the damaged weapon. Subsequent to discussing various options concerning the Glock-30, I suggested replacing the damaged Glock with a new Glock-19 MOS. James discussed this recommendation with the Lone Wolf staff and they agreed. I shipped my Glock-30 lower receiver and magazines to Lone Wolf and in return they shipped a new Gen-4 Glock-19 MOS within a week to my preferred FFL dealer. Though I was somewhat disheartened by the milling malfunction to my Glock-30 as it was a blue-label law enforcement "memory" - nostalgia from my son, I wanted to document the fact that Lone Wolf and James Griffin went the extra-mile to make things right and did so in a timely and very professional manner. Mistakes happen in life, but I respect and honor those who take care of their business, make things right and do so with professionalism. Kudos to Lone Wolf and James Griffin for their professionalism, ethics, business acumen and keeping their word. Rick H 2/26/2020
That is understandable
Mr [redacted] was contacted via our chat ticket system on March 1,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 customerHowever, It also states to allow for proper lead times involving custom work, ie laser engraving, in this caseIt was also explained to him, that all sales are final on any custom workBelow 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 websiteThese are to be read and a check mark is placed, by the customer, before checking out(Chat Ticket Response)days ago Alan T [redacted] Mr [redacted] - I assure you we are a reputable company, that you can trustYou order custom engraved slide cover platesBecause there are approximately configurations, these are cut to orderCustom laser engraving has about a week lead timeWhen the order is processed it also generates a tracking numberYou 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 timesAs to your second question, all sales are final on custom workI hope this clears up the confusionhttp://www.lonewolfdist.com/Content.aspx?PAGE=Lead%20Timeshttp://www.lo...⇄
Complaint: [redacted] I am rejecting this response because:Additional parts have not arrived yet, Alan in customer service is aware and working on it.Sincerely, [redacted] ***
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
[A default letter is provided here which indicates your acceptance of the business' responseIf 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 / misleading shipping link they have sent me), I will take the refund Regards, [redacted]
The person filing the complaint is not a Lone Wolf customer We are in touch with the dealer that this person ordered the product from
Mr [redacted] was asked to forward pictures of the product he feels he incorrectly received3/7/
We assure you they are Tungsten guide rodsI will email a copy of the Product Quality Certification to the customer
Complaint: [redacted] I am rejecting this response because: This is not an accurate description of what has happened. I am happy to provide the BBB 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: ***,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. ***: span.s1 {font-kerning: none} 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: span.s1 {font-kerning: none} [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] ***SUPPORTING DOCUMENTS REDACTED BY BBB***
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]
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 meI would also like to give Alan the customer service manager a big thank youA very fair resolution and constant communication finished this transactionAnd B.B.Bfor the great serviceThank you Lone Wolf Distributors.Sincerely, [redacted] ***
Mr [redacted] contacted us about a defective barrel via live chatHe was told by the CSR who took the chat that he would send a return shipping label to himHowever, Mr [redacted] took it upon himself to go ahead and send the barrel to us and not use the labelMr [redacted] was refunded the cost of the barrel, and the original shipping feesHe then insisted that we refund the sales tax, however we did not collect sales tax on this order, due to him living in TennesseeThen 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