Smith & Wesson Brands Reviews (%countItem)
Smith & Wesson Brands Rating
Address: 2100 Roosevelt Avenue, Springfield, Massachusetts, United States, 01104
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Sent 3 emails with address to get a gauge for a recall MP 15-22
Customer service won't tell you if they sent the item for the recall, claim they need address but after 3 emails still asking for address and having sent emails with address and sitting on phone for 30 mins or more 2 or 3 times to babysit customer service is neglect.They say it takes 2 weeks to put a gauge in the mail. This system on recalls is the worst customer service on a safety recall for a inferior gun they produced that may have an issue or not simply doesn't show concern if they have to fix a problem. I have learned I won't waste my time buying a gun from them.
Have the safety recall people insure that they received the information needed and confirmation of a gauge sent to determine if their gun is dangerous to operate.The process doesn't not confirm item sent. I sent 3 emails X -XX-XX mins on hold to no one.
We apologize for the delay in sending the inspection gauge. We have placed one in the mail and customer should have next week.
Again, we apologize for the delay.
Poor customer service (and I'm being kind with that description)
I recently sent my S&W 2213 in for service. The gun has been a miserable excuse for a firearm, having never worked correctly, owing mainly to S&W's cost cutting measures of utilizing plastic parts in the working mechanism instead of metal ones.
Upon sending the firearm in, I received a RMA # of XXXXXXX, and that was the last I heard from them. A month later, I attempted on several occasions to call their customer service number X-XXX-XXX-XXXX, to no avail. The following was the typical experience I encountered over several days.
1. Pressing "3" as instructed to contact customer service is listed as an invalid entry.
2. Entering any of the S&W published extensions for help lists them as invalid extensions.
3. Calls are routinely dropped after waiting for 10 to 20 minutes for no reason.
The last item is especially irritating as today I called, waited on the phone listening to a crappy jazz loop as their hold music, only to have the call dropped. Upon redialing the 800 number, the message was changed to say that they were now closed, and that their hours were 8 am to 6 pm EST. The problem was, they switched to their nighttime message at 5 pm EST, one full hour before they are supposedly closed. Dialing their direct number, XXX-XXX-XXXX, only takes you to the same automated phone switch.
S&W has apparently mastered the art of dodging their customer base.
Emailing the company produces the same results. I then sent an email to several email addresses that I had corresponded with in the past only to receive message rejection notices from [email protected] from an Office 365 mail server. So, apparently when S&W seeks to hide from their customers, they go all-in on the process.
... and oh yes, I'm completing this complaint with the Revdex.com on 8/18/20 at 5:36 pm EST. S&W is still technically open for another 24 minutes. Maybe they also need a refresher on their work hours.
At this point, unless S&W gets-off-the-dime and actually reaches out to me to indicate the status of the repairs, etc., I will be forced to have to report the firearm as stolen and take appropriate legal action. At a minimum, I can guarantee that they have lost me a lifelong customer, and I'll make sure to pass my experiences along to others I know.
We apologize the repair is taking longer than our standard turnaround time. We have reached out to the repairman to ask him to locate the pistol and repair per the Smith & Wesson Lifetime Service Policy.
(The consumer indicated he/she ACCEPTED the response from the business.)
I will assume based on the response that the pistol will be repaired in an expedited fashion, with quality parts, and returned to the owner. If this does not occur within 30 days from this date, this complaint will be reopened.
My firearm, a Smith and Wesson M&P 9mm Shield catastrophically failed during shooting practice and S&W response is inadequate.
I bought my firearm, a Smith and Wesson M&P 9mm Shield back on 7/3/17 and I paid $350.00 for it. On 6/20/20, I was shooting my firearm for practice and I had a catastrophic failure of the firearm. I was shooting some Tulammo and had just loaded a full magazine. I pulled the slide back to chamber a round but what I didn't realize is that when I released the slide, the slide did not close all the way as it should have. When I pulled the trigger, the round exploded near the back since it was not fully chambered and allowed the gases to travel backwards and into the firearm internally. This caused the polymer body to balloon and crack right below the trigger guard and left the firearm useless. I contacted Smith and Wesson regarding this issue and sent the firearm back to them to be replaced. During this time, I did research on this issue to see if I was the only one to experience this and was surprised to find others in videos and forums that experienced this OBD (out of battery discharge) just as I had with my firearm. After 6 weeks had passed *** a response, I called S&W to get an update and was left dumbfounded at the customer service's response. The lady on the phone informed me that "the technicians were currently working on my repair." I responded with, "What repair? The firearm is 'shot' and broken. There is no repairing this.". I then asked for an ETA on the replacement and she couldn't tell me what the status of it is or when I could expect a response. The only thing she could tell me was "Nope." to the current ETA. After a near 8 weeks, I finally got a response from S&W addressed to the wrong name (How nice of them to care enough to get my name right). In the letter, they explained that after reviewing the firearm, "the damage was not caused by a defect in the materials or the workmanship of the firearm." They then offered me to buy a new firearm for $254.32 plus any applicable tax and $15.00 shipping. After tax, I would be paying almost near what I paid for the firearm originally. During my research, I found that most of the people bragged about S&W's customer service and had great experience with them but I'm not one of them. I'm displeased with the customer service I received and the fact that S&W expects me to buy another one of their firearms after such a catastrophic failure that could have resulted in injury to myself or others when they should be replacing the firearm instead. Had this been a life and death situation for me or my loved ones, and the firearm had this failure then, I wouldn't be here to write this review. After my research, I expected S&W to stand by their product and provide the customer service I had read about online but instead, I'm left disappointed and unhappy with their response.
I expect a new firearm or my money back to purchase another brand's firearm as S&W has proven themselves and their products untrustworthy. Perhaps, a class-action lawsuit is in order at this time since this OBD (out of battery discharge) is a known issue on S&W's part that they are clearly avoiding with the issue I had with my firearm.
The customer returned a pistol to us in June of this year. The pistol was forwarded to our Metallurgical Laboratory for their examination. The findings after the examination, were no defects found in the material or workmanship of the firearm. As a good will gesture we offered a replacement as a good will gesture.
If any defects were found, we would have replaced the firearm per our Lifetime Service Policy which covers any defects in the material or workmanship of the firearm for the life of the firearm. If the customer does not wish to take advantage of our good will offer, we can return the pistol to him.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not even considered a reasonable response as all you did was confirm everything I listed in my complaint. The way you word, "As a good will gesture we offered a replacement as a good will gesture." implies that you offered to replace my firearm at no cost but what you fail to mention is the "goodwill gesture" means I must purchase another firearm from S&W to replace my now useless firearm which I refuse to do. Instead of acknowledging that S&W has a problem on their hands regarding one of their firearms, you ignore it and then expect your customer to pay again because your product had a failure? I don't know about you, but when I see a cracked and misshaped polymer handle due to an out of battery discharge, I'd call that a defect in the materials per your "lifetime service policy". Feel free to send the firearm back to me under your expense so I can show others the true S&W colors, the lack of customer service and the false existence of any "lifetime warranty" that you hide behind. Maybe others can learn from my experience and avoid the troubles I'm currently facing with S&W by avoiding S&W all together.
As per the customers request, we will return the firearm.
(The consumer indicated he/she DID NOT accept the response from the business.)
This lack of response is why I will never purchase another S&W product again and I will encourage others to do the same. As the saying goes, "Fool me once, shame on you. Fool me twice, shame on me." There is a reason S&W has over 60 negative reviews on Revdex.com and this newest example seals the deal. I hope this gets posted quickly so others can see how much you "appreciate" your customers and refuse to honor your "lifetime warranty".
I sent my pistol to be repaired 3 months ago.
I sent my pistol on May 17, 2020, to have a repair done. They had to replace the whole frame so they told me they could not ship it back to me, because the serial number had been changed, but they would ship it to a gun shop, of my choice, so I could pick it up. It has been a month and a half now and my gun has been sitting in shipping department to be shipped. Two weeks ago, July 30. 2020, I was told shipping was moving from one building to another and my gun would not be able to ship because it was packed to be moved over to the new building. I called again today, August 12, 2020, and was told it is still in shipping and it *** take 2 more weeks. This, to me, is unacceptable as they have had my gun longer they I have had it in my posession. I bought this on May 5, 2020, so I had it for 2 weeks before I had to send it back for a defective part. It is now 5 days shy of 3 months that the gun has been out of my posession. I either want my gun shipped or I want a refund of my total purchase price.
I want my property either shipped to me now or a full refund of my purchase.
The customer returned the pistol and a new frame had to be installed. We were on a two week summer shutdown which made the turnaround time longer. The pistol is in Shipping and from our records it looks like it should ship by tomorrow or Monday. The customer *** receive an email once the item ships. We apologize for the extended turnaround time for the customer.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have heard this 2 times already, it *** ship today or tomorrow and never does. I am really disappointed with all of this.
Shipped today, here is the tracking number:
XXXXXXXXXXXX
repair or replace in a timely manner on a new gun
purchased a 380 body guard July 8 wouldnt fire from factory I sent pistol in early July I contacted Smith and Wesson today Aug 3 was told it would probably be late Sept early Oct before my gun is repaired or replaced so roughly 3 months this gun was purchased new I would like the issue resolved quicker than that this is bad practice it should have been either replaced or refunded immediately just bad buisness
would like my gun either repaired or replaced the 8 week turnaround is just not acceptable considering its already been 4 weeks and I was told it hasn't been looked at yet
We apologize the customer had to return the firearm. If they supply the serial number we can research the history of the firearm. We are currently on our two week summer shutdown. current turnaround time is 8-10 weeks. The pistol will be repaired per the Smith & Wesson Lifetime Service Policy.
Once we receive the serial number and we are back from the shutdown, we can see if the turnaround time can be shortened.
(The consumer indicated he/she DID NOT accept the response from the business.)
the serial number is kfu4779 you have had my gun 4 weeks already the gun is new you are on a two week shut down then 8 to 10 weeks that would be around 4 months on a new gun with a factory defect why can't the gun be replaced you should stand behind your product I would like for this to be taken care of in a more timely manner wouldnt you agree having to wait 4 months on a new gun is unacceptable put yourself in my shoes wouldnt you want your gun or a replacement
The pistol was received on 7/16/20. Next week when the summer shutdown is over we will do our best to have the pistol reviewed. We cannot promise we can move the gun through the repair system quicker than our current turnaround time but we make make every effort to do so. The Smith & Wesson Lifetime Service Policy covers any defects in the material or workmanship of the firearm. The pistol will be reviewed and repaired per the Lifetime Service Policy. If the customer would like a refund or a new pistol, we would suggest contacting the dealer he purchased the firearm through. Again, we do apologize for any inconvenience.
(The consumer indicated he/she ACCEPTED the response from the business.)
if you can get it run through quicker I would appreciate it itwas actually purchased for my wife to carry cause she travels at night as for the dealer they are the ones who told us we would have to contact Smith and wesson for a replacement so that is why we are dealing with you and not them my next step *** be through the dept of commerce and ins. through the state I do see your end of the problem but my gun is new and has never been fired because it wouldn't fire that is why this should fall under implied warranty law and the dealer directed it to smith and wesson that dealer is rural king im accepting your response but not satisfied
M&P9 M2.0 slide stop takes 2 thumbs to release the slide.
A couple of weeks ago I bought a M&P9 M2.0 after a lot of research. I got the gun home and realized when I racked the slide, the slide stop worked well but it took 2 thumbs to release it and I could barely release it that way. I didn't want to return the gun because of what I had to go through to get it and these days, these guns are hard to find. So I got on the S&W site and filed a complaint but never received a response. I was under the impression S&W had good customer service given its reputation but apparently this is not the case. I also did some research and found this to be a common problem with this model but it was never mentioned in any of the many reviews I saw before buying the gun. This is unacceptable and the company should remedy this situation by replacing my gun with one that actually works.
I would like S&W to replace the gun with one that actually works.
We apologize the customer is experiencing a problem with his new Smith & Wesson firearm.
The customer may give us a call at XXX-XXX-XXXX Ext 4125 to obtain a prepaid return label to send the firearm in for our examination. The firearm has a Lifetime Service Policy which covers any defects in the material or workmanship of the firearm for the life of the firearm to the original owner.
I am not sure why this case is closed because I am still working with the vendor on a resolution. I have been in contact with them since 8/6/20 and as requested, mailed the firearm to the company on 8/7/20 for their inspection. Please reopen this case until it is resolved.
Thank You!
The pistol *** be reviewed by the Repair Department. Any necessary adjustments *** be made to ensure the pistol meets our manufacturing standards. We *** do our best to expedite.
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with the way the company is handling this complaint thus far.
Bought a new M&P 380 bodyguard ,could not run a box of ammo through it without a malfunction tried all different ammo ,same result. Sent it back S&W for warranty repair got it back 4 weeks later same problem all they did was adjust the trigger sent it back again 5 weeks later got it back same problem but worse sent it back for the third time called after 4 weeks and was told it would be another 3 weeks at which time it told them just to send me a check for the price of the firearm. They then said my gun was not repairable (Kind of unbelievable there was less than 300 rounds through firearm)and they would send me a new gun at which time it was on back order 5 months after I sent it back the first time they shipped the gun to the FFL dealer of my choice at which time I traded it in for a Sig Sauer as I will do with the rest of my S&W products
The worst costumer service I have ever experienced
Will never buy another product from them in the future
Customer returned firearm with concern in March and trigger pull was adjusted and passed at the range. Customer then returned again in April and we replaced the striker, repaired the extractor and polished the barrel/chamber. Passed at the range. Both repairs were performed per the Smith & Wesson Lifetime Service Policy which covers any defects in the material or workmanship of the firearm to the original owner.
Customer then returned the pistol in May and we replaced the pistol for the customer.
I purchased two firearms during a period which qualifies for rebates however I have yet to receive the two $50 rebates.
My family purchased two Smith and Wesson firearms and both qualified for a $50 Mail in rebate. I submitted the required documents to Smith and Wesson rebates on December 24, 2019 via email. A few days later, they asked via email to provide the SKU and serial numbers which I sent via email to the resubmission department. I was provided two tracking numbers, XXXXXXXXX and XXXXXXXXX. Fast forward until April, 2020. I waited the 8-10 weeks suggested however I hadn't received anything. April 15, I contacted them via telephone after checking the tracking again which showed the same issue, SKU/serial number needed. They said I need to submit the SKU which I did once again and got an email for both tracking numbers stating they were submitted via [email protected]. I waited for about two weeks where I then called for a status update. They said it was still being reviewed and that I should be patient. They also told me they are a different department so "they" can't tell me the status of the rebate. Fast forward until today and still no rebate with the same status showing online when checking the tracking numbers. This is ridiculous and not what I've come to expect with Smith and Wesson.
I would like to be contacted and/or the rebates to be issued as told.
We are checking with our vendor to verify the submission and status.
(The consumer indicated he/she DID NOT accept the response from the business.)
Have you received a response from your vendor yet? Thank You.
More info received from the business 2020/07/06
Our vendor researched the customer's information and it appears the documents that were necessary for the promotion were entered after the promotion was closed.
We have asked them to please process the promotion for the customer.
I purchased a model 351PD defective from the factory. Returned gun asked for one that worked was told 4-6 wks for repair. I don't want a defective gun
Customer service reps are nice but offer no solutions.
A new replacement that work's without waiting six weeks.
Smith & Wesson's Lifetime Service Policy covers any defects in the material or workmanship of the firearm for the life of the firearm to the original owner. The current turnaround time is 4-6 weeks due to the current situation and reduced number of personnel.
The pistol *** be reviewed by a skilled technician and any necessary adjustments made to ensure the pistol meets our manufacturing standards.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the response I received when I first called S&W. I expected a quick response and repair or replacement. Instead the gun there and hasn't been inspected or evaluated.
Why do I have to wait for six weeks when it may have to be replaced?
Once the pistol is reviewed the repairman *** determine if the pistol can be repaired per the Lifetime Service Policy.
(The consumer indicated he/she ACCEPTED the response from the business.)
Mark with S&W checked on my gun resolved all issues. Gun is repaired and returned. My thanks and gratitude to Mark.
Revolver in warranty repair since February 29. Poor communication from S&W and their Canadian representative, no word on when/how I'm going to get it.
I have purchased a new S&W 617 revolver from Al Flaherty's Outdoor Store in Toronto on January 18, 2020. It did not function well from the beginning, spitting lead around the forcing cone and failing to fire on double action about 50% of the time. I gave it a 1,000 rounds in hope it will break in but it improved only marginally. It was returned to Al Flaherty's for warranty repair on February 29 and they subsequently sent it to the S&W approved gunsmith at Grech Outdoors. About two months later I inquired with Grech about the status twice via e-mail but got only laconic and noncommittal responses. Full three months in I contacted S&W customer support directly. After claiming that they can't handle it because it's in Canada I managed to get them to commit to investigating and coming back to me. I did not get any feedback whatsoever so called again a week later. They tried to give me the same run-around again all the while saying that they "stand behind their product". I finally got to a manager who promised to escalate and get back to me. It's been a week since and I haven't heard from them. At this point I have no confidence that this issue is going to be resolved by S&W because of their demonstrated lack of care and communication with me. They had OVER THREE MONTHS to deal with it or at least give me some assurance it is being dealt with.
I have no confidence that S&W *** honor their commitment to stand behind their product and finish the warranty repair lasting over three months. I want my money back so I can use it to support a business that cares about their customers.
One of our team leads spoke with the customer this week. The firearm was repaired and shipped on June 5th.
The dealer received the item in mid March and they have been closed due to the virus. The dealer did communicate this to the customer.
(The consumer indicated he/she DID NOT accept the response from the business.)
"One of our team leads spoke with the customer this week. The firearm was repaired and shipped on June 5th."
The team lead (Paul) that I spoke with was the second one in as many weeks. Both promised action and feedback within a week and neither bothered to contact me with updates. I call that lack of basic communication at best and disrespect of customers at worst.
I received my firearm today. I won't be able to test it until ranges are open again, but the gunsmith's note I got with it is the most useful and detailed information I got from S&W so far (it was hand written on a notepad piece of paper).
"The dealer received the item in mid March and they have been closed due to the virus. The dealer did communicate this to the customer."
This is not true. First, it's not "the dealer" but a S&W representative gunsmith, the only one that does in-warranty S&W repairs in my part of Canada. Second, they have not been closed due to the virus - they remained open and receiving firearms for repair throughout the pandemic. If they informed me they were closed I would have accepted that as a reason for the delay or find another gunsmith to take care of it. However, they told me they are waiting for parts from S&W (it doesn't look like this repair required any parts, but I'm not a gunsmith). Their communication was laconic and uninformative, without committing to any deadlines or offering any path for escalation. "We got your gun for three months but we have no idea when you are going to get it back and we can't tell you what to do if you find this delay unacceptable." is not an answer I was looking for after spending time to formulate a clear question (I'm paraphrasing, the actual answer was even shorter and less informative).
Again, it took 13 weeks, several e-mails with the store and the gunsmith, two calls to S&W and a complaint to Revdex.com to get this done. Smith and Wesson is not going to get any business from me (or the people that ask my advice for firearm purchases) in the future.
S&W Revolver purchased/shipped on January 20th/29th, upon initial inspection noticed numerous quality issues. Sent back to S&W 3 times, no resoluion.
k, etc. Initiated return (1): Serial Number DDY4973 Reference number LTKXXXXXXXXXXXXXX. In contact with Dan Fontaine, Andrew Asselin, and numerous CS reps at S&W. Shipped back to S&W on Feb 7th.
Upon receiving revolver I noticed numerous issues: Finish issues, poorly assembled, hammer did not c
The revolver was returned to me with more issues: pitting in the finish, and the S&W location stamp was double stamped. Gun was shipped back to S&W on Feb 25th.
On March 18th, I received an email from Loria Simmons, she notified me that S&W would be replacing the frame, and requested an FFL dealer of my choosing. After this initial email with Loria, I followed up with 5 emails, requesting the status of my firearm. On May 13th, she finally responded, and notified me that my firearm had been shipped to my FFL without any communication what so ever. The gun sat at the FFL since March 27. My FFL does not open the firearm, a shipping notice from S&W would have been sufficient.
Upon inspecting the revolver, I noticed two gouges, and requested my money back. I was in contact with Paul Gazda.
Paul replied back with the firearm fell within factory specifications. This is unacceptable. A new firearm should not have gouges. I have copied this information on to Kate Fredette, Loria Simmons, Dan Fontaine, Andrew Asselin.
I would like a refund of the purchase price of $559.64 + $40 in FFL transfer fees.
The customer returned a revolver for our examination. The revolver was repaired under the Lifetime service policy and returned to the customer. The customer again returned the revolver for the second time with complaints. The revolver was reviewed and it met our manufacturing standards. As a good *** gesture to satisfy the customer, a new frame was installed. Multiple personnel including management reviewed the revolver. The revolver was also test fired at the range and passed. The target was returned to the customer. Before we shipped it back to the customer several photographs were taken. It was in pristine condition. Again the customer sent it back with marks on the revolver. The marks were not present when we returned the revolver to the customer. We have met the Lifetime service policy, therefore we *** not be performing any further warranty repairs. If the customer would like a refund for the transfer fee on the new frame serial number, he may forward to us for reimbursement.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a very untruthful statement from S&W. I would like to see the images of the revolver prior to return. If pictures were indeed taken, the marks would show (under barrel on frame, and on the grip of the frame).
Also, the gouge in the frame underneath the barrel, was finished over. The mark under the grips were seen by the technician, he chose to ignore.
If you can provide images, I *** rest my case. I would like a refund.
We have provided our statement. If the customer wishes to receive a reimbursement for the transfer fee he may forward the receipt.
The repair is considered complete and closed per the Smith & Wesson Lifetime Service Policy.
I purchased a firearm that was faulty straight out of the box and now I am being told that I have to pay for repairs.
I purchased a Smith & Wesson *** (Serial No. FBX0575) from *** on 12/23/2019. I was never able to use the firearm because it always failed to feed (I used Federal, Pro Legend and Winchester ammo). I contacted Smith & Wesson on 1/2/2020 (the offices were closed due to the holidays) and was provided a return label via FedEx to send in the firearm for repair by *** and was told that the turnaround time for warranty repairs were 4-6 weeks. I sent the firearm back to Smith & Wesson via *** and the firearm was delivered to Smith & Wesson on 1/7/2020. The package was signed by a A. Acevedo. On 3/5/2020, I sent an e-mail to check the status of the repair and on 3/6/2020, I was told by *** that the firearm was in the Performance Center and the turnaround time for a quote was 8-10 weeks. On 4/20/2020 I sent another e-email to check the status of the repair and was told on 4/22/2020 by *** that the firearm was in the Performance Center and the staff was not on site and all work was on hold. I was told to check back in a few weeks. On 5/18/2020 I sent another request regarding status of the repair and was told by *** on 5/21/2020 that the Performance Center was closed until further notice and to check back at the end of the month. On 5/27/2020 I notified Smith & Wesson via e-mail that I would be filing a complaint with the Revdex.com regarding the lack of repair. on the morning of 5/29/2020 I sent an e-mail to Smith & Wesson with an article attached that was published on 5/7/2020 that quoted Smith & Wesson representatives as stating that Smith & Wesson was considered and essential business and continued to operate during the national shut down, which means all of the prior e-mails sent by Smith & Wesson that they were closed were all lies. I received an e-mail from *** on 5/29/2020 in the afternoon stating that a quote was generated and sent to the dealer *** and the firearm is scheduled to be returned (unrepaired) to *** for non payment by the dealer *** I responded to *** on 5/29/2020 to inquire about the quote letting her know that I didn't know anything about a quote. I have not heard back yet. In the meantime, I called the dealer (***) and was told that they would not receive an invoice for repairs, that it would be sent to me. To date I have never received an invoice for repairs. Furthermore, the fact that the firearm was faulty straight out of the box and I NEVER had the opportunity to fire it, it would be unfair for me to have to pay anything for repairs.
All I am seeking for a resolution is one of the following: 1. For the firearm to be repaired, free of charge (as the firearm was faulty straight out of the box); 2. The firearm to be replaced with a properly operable firearm; or 3. A refund.
A dealer returned a pistol which was in pieces. An estimate was sent to the dealer on 2/14/20. The estimate stated; Reassemble - complete build & test fire for function. Payment has not been received so the pistol will be returning to the dealer.
The Smith & Wesson Lifetime Service Policy covers any defects in the material or workmanship of the firearm for the life of the firearm to the original owner. This would not be a defect in the material or workmanship.
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is unacceptable. I cannot verify IF the pistol was returned to S&W in pieces by the dealer, but I know with certainty that when I had the dealer return the pistol it was FULLY assembled. If indeed S&W sent an invoice on 2/14/20 to the dealer as they claim, why wasn't I informed of this in my emails to them on 3/5/2020, 4/20/2020 and 5/18/2020? It wasn't until I told them in my e-mail on 5/27/2020 that I was filing a complaint against them that they claim an invoice was generated and they are awaiting payment from the dealer. I received an e-mail today (6/2/2020) from S&W claiming a quote was sent to the dealer via postal service, but wasn't told when that quote was sent (As I had requested in an e-mail to S&W on 5/29/2020). When I contacted the dealer on 5/29/2020 to ask whether an invoice had ever been sent, I was told that any invoice would be mailed to me, not to them (the dealer). This is nothing more than an attempt by S&W to avoid doing what is right by a paying customer.
The dealer would be our customer since they returned the gun. We cannot give out any information to anyone else inquiring on the gun.
The dealer should have the copy of the estimate which lists the below in the estimate:
REASSEMBLE
COMPLETE BUILD & TEST FIRE FOR FUNCTION
Once the pistol is returned to the dealer, you may wish to have them put the pistol back together. You can then return to us with a prepaid return label we can provide to have any warranty concerns addressed.
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with *** at *** (on 06/03/2020) who is the Manager at the firearm counter and explained this situation. Per ***, he called and spoke to *** at S&W (***, ext. 40). *** told *** that a quote for $90 was sent to *** in January (when S&W has stated that the quote was sent on 02/14/2020). *** told *** that *** is only the middle man that sent the pistol in for repair so he does no understand why a quote would be sent to them (***) and this has never been done before. *** could not give *** an answer. *** then asked that a quote be produced to which *** responded that the quote was expired and she would need to speak to someone about getting a new quote. *** further asked *** as to why a quote would even be generated if the pistol had never been fired and was clearly faulty out of the box. Again, *** had no response. Upon further discussion with ***, he stated that *** would never disassemble a weapon that it was returning to a manufacturer as they would have no reason to. At this point it is clear with S&W's inconsistent responses that they are playing some type of game. At this point, I will only accept a refund for the purchase of the pistol as a resolution. If this is how they conduct business, I do not trust that their product would perform in the capacity that it is intended for.
Our computer records show the pistol was received on 1/9/20 but the quote was not entered and sent until 2/14/20. The guns are processed in the order that we receive them. It does take several weeks to review and send the estimate out for firearms received.
The paperwork we received has the name of the dealer on it, therefore the gun was entered into the system as received by them. The quote was forwarded to them and we can only discuss the estimate with them.
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, I spoke to the dealer (***) on 06/03/2020 and he stated that they've NEVER receive quotes when shipping a pistol for a customer for repair. *** went as far as to check their system and a quote was never received from S&W. *** called and spoke to *** at S&W to explain this and also requested that S&W forward the quote that they claim they sent again to which *** responded that the quote was expired and she would need to speak to someone about a new quote. Logic would say that if a quote was ever actually ever generated, it wouldn't be a problem to simply forward the quote to the dealer again, right? Instead of repeating that they sent a quote (that they can't prove they did), S&W should just forward the quote again so that we can move forward and stop stalling. Simple...
Purchased a M&P15 from ***s. The weapon failed after less than 150 rounds fired. I sent it to S&W for checking. They claim the weapon did not fail.
I followed instructions on firing the M&P15. I purchased it February 9, 2020 and picked up on February 10, 2020 from ***'s in ***
The rifle was cleaned prior to use.
I was shooting Herter's 223 rem ammo, also purchased from ***
On Tuesday, March 10 while at Elite Shooting Range in ***, my friend and I were taking turns shooting 10 rounds each. On the third rotation while shooting the 6th round, the magazine exploded to pieces! 3 rounds fell out and appeared squished.
I put the safety on. Upon further examination, I could not pull the charging handle back to position. Something seemed stuck in the barrel. The dust cover had blown off, too.
Upon contacting S&W I was instructed to return the rifle. They checked it and said nothing was wrong with it. They said their Metallurgical Lab and one of our engineers examined the rifle and everything that they could examine was found to be within specifications for both materials and workmanship. They claim it was the ammunition.
I've had communication with them and they never offered a refund. They only offered me a chance to purchase another weapon for an additional $511 plus shipping and handling.
Not sure I will ever purchase another S&W ever.
I would either accept a new rifle at no charge or a refund of my original purchase price.
Customer returned the rifle on 3/17/20. The rifle was sent to our Metallurgical Laboratory for testing due to a detonation. The lab examined the rifle and did not find any defects in the material or workmanship of the rifle. As a good will gesture, we offered the customer a replacement at a reduced cost. We are awaiting the customers reply on the replacement. If he does not want to take advantage of the good will offer, we can return the rifle to him.
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not purchase another Smith & Wesson. In their opinion nothing was wrong with the weapon, but they can't explain why it failed.
The little support and understanding provided by the company is unprofessional. I will not spend an additional $500 plus for their "good will gesture" for a weapon that can fail again. There is apparently no guarantee worth pursuing when buying from S&W.
This company is in it for the money and not to help their customers. if they found that there was no defects in the material or workmanship of the rifle, why can't they repair it?
I'm very disappointed in the outcome and do not recommend the purchase of any S&W, especially a MP 15.
As stated previously, Smith & Wesson did not find any defects in the material or workmanship of the rifle, therefore this does not fall under the Lifetime Service Policy.
We thank you for giving us the opportunity to review the rifle. We will return the rifle to the customer.
I have not received the $50.00 rebate as promised for purchase of EZ Shield
Purchased EZ Shield, submitted paperwork, as of yet still no rebate. Contacted customer service via email, first response was that the rebate was closed, I advised that was unacceptable and asked the request be moved to a superior. Next response was to call black hawk - automated system would not provide information an no option to speak with a live representative. Tried emailing to the internet post for Tcarms about the rebate and the address was not valid and the site has since been removed. Tried to email to another address on the web, was advised I was not authorized access
I would like my rebate.
We have researched the customers information with our outside vendor. The customer entered an incorrect serial number. Two numbers were transposed. The entry was entered as invalid. We will forward the correct information to the vendor again and they will process the gift card for $50.00
I purchased a brand new pistol that was defective / malfunctioned out of the box. S&W has refused to replace it and now has sent it back to me defaced
I purchased a brand new Smith and Wesson Performance Center model 41 pistol which has malfunctioned since day 1 with failures to extract / eject / feed. I have sent it back to S&W five times now along with multiple pictures of the failures, the first time was the day after I received it due to the malfunctions, they sent it back to me with the same issues. The second time I sent it they replaced the barrel and slide but it didn't resolve the issues. The third time I sent it they had the customer service team lead, ***, contact me saying that they would not cover this pistol under warranty accusing me of "lapping" the frame. I asked him what lapping meant, he said that they felt I had "sanded" the frame. I informed him that I really took issue with that false accusation and that I haven't modified the pistol in any way. He replied that the pistol showed some internal wear and that is why their "gunsmith" assumed that, I said that I am seeing the same wear that is being caused by the guns action wearing on itself and maybe that could be the cause of the gun not functioning properly. I told *** that I understand that with any manufacturing process there could be a lemon produced and all I was looking for was for them to replace this defective pistol with what I paid for, a new PC model 41 that functions properly! *** asked me to send it in a fourth time, they sent it right back to me again with the same issues. I contacted *** and he asked me to send it in again for a fifth time after about a month I received the pistol back again but this time defaced with scratches and nicks on it I once again contacted *** informing him that if they didn't want to replace this pistol for me due to the malfunctions that they should replace it because of the damage done to it under their care. I received a call from an arrogant S&W employee named Miguel who identified himself as the customer service team lead. Miguel informed me that S&W had no intension of replacing this pistol for me no matter how many malfunctions I have been experiencing with it adding that it had been disassembled and checked by many hands at S&W and they felt it was in "specs" and if I didn't like it I could lodge a complaint with the Revdex.com or appeal to the executive team. I informed him that I wanted the pistol replaced regardless of all of that due to the damage it had suffered at the hands of all the uncaring S&W employees that had handled it. He asked me to send pictures of the damage but did not supply his email to me even though I requested it. So I sent the pictures to the other customer service team lead, *** and asked him to forward all of my records, pictures and emails to the executive team. That was on 3/6/2020, I've had no response from anyone from S&W and don't expect I will receive any. This has been the worst customer service experience I have ever encountered. Apparently S&W feels that they are infallible and that any defects with their product or damage to them at their hand is not their responsibility.
I would like this pistol replaced with a new one that doesn't have the malfunctions or damage that this one has. I am only seeking what I had paid for, a new Performance Center model 41 that functions properly and is not damaged.
The pistol was received on 2/4/20 and reviewed by several people including the head of the Pistol Department. Over 400 rounds of SAAMI specification ammunition were fired by 5 different shooters at two different ranges and 5 management levels. There were no failures with the pistol. The pistol meets our manufacturing standards. We have met the Smith & Wesson Lifetime Service Policy which covers any defects in the material or workmanship of the firearm to the original owner. No defects were found. The pistol was returned to the customer on 2/28/20.
(The consumer indicated he/she DID NOT accept the response from the business.)
Tracking showed that my pistol was received at S&W on 1/30/20, I received it back on 3/3/20 to be exact.
Let me first address their statement "No defects were found". I have submitted multiple photos clearly showing the failures of this pistol to S&W. They replaced the barrel and slide of the pistol apparently due to a defect, the pistol is wearing on itself internally to the point that their "gunsmith" incorrectly assumed that some sort of sanding had been done to it which clearly demonstrates another defect. I have had nothing but problems ,in the form of failures, with this pistol from day one and have never been able to complete a Bullseye match due to them. When I said this to the S&W rep., ***, he had the audacity to insult me by saying maybe I wasn't shooting it properly.
I believe that S&W is operating in bad faith, they have no interest in customer satisfaction. It appears that their mission is to discredit and defeat the customer at any cost, if you have an issue with their product it seems you become their enemy, bad business model!
S&W's response clearly states that my pistol was handled by more then 5 people at several ranges while in their possession which explains why it was returned to me defaced with nicks and scratches all over it.
This pistol should have been replaced already due to all of the issues with it. That being said it needs to be replaced now to to the damage inflicted on it at the hands of Smith and Wesson personnel. If they don't care to stand behind their product that's an issue ,but they can't damage someones personal property and claim no responsibility.
No defects were found by 5 different levels of personnel. Smith & Wesson's Lifetime Service Policy covers any defects in the material or workmanship of the firearm for the life of the firearm. The pistol has been tested and meets all of our manufacturing standards. We have met the Smith & Wesson service policy.
(The consumer indicated he/she DID NOT accept the response from the business.)
The issues and defects with this pistol are and should be obvious to Smith and Wesson, though they would never admit them. What they have admitted as per their representative, ***, is that they have spent more making sure that I remain a dissatisfied customer with this pistol than it would have cost them to replace it.
Smith and Wesson seems reluctant to address the damage done to my pistol, being returned to me defaced with nicks and at scratches all over it, at the hands of the " 5 different levels of personnel " who carelessly miss handled it while in their possession.
S&W continues to to post " Smith & Wessons lifetime service policy covers any defects in the material or workmanship of the firearm for the life of the firearm. " Well now I have a defect in material ( my damaged / devalued pistol ) caused by defective workmanship ( the 5 different levels of personnel who mishandled my pistol at S&W ) Clearly this falls under their lifetime service policy.
With this in mind S&W needs to do the right thing and replace this pistol. This is the only resolution that I am willing to accept.
As previously stated this pistol should have been replaced already due to all of the original issues, now it must be replaced due to the damage done to my personal property by S&W.
My rifle was serviced by smith&wesson, but damaged while in their care. It was purchased brand new in May 2019.
I spent $799.99 on 5/18/19 for a brand new Smith and Wesson M&P 15 Sport II, AR15, serial # TKXXXXX. The rifle wouldn't fire correctly. There was a problem with bullets being fed from the magazine into the chamber. This happened the first three times I fired the weapon. The third and final time I was the range, when someone there told me to write S&W because they stand behind their products. I sent it to them soon after. I was returned to me in late November or early December 2019. I was told there some defective part that was replaced. However, upon taking the rifle out of the wrapping, I immediately observed cosmetic damager to the weapon. I emailed S&W repeatedly and continued to sent them pictures of the damage. They sent me a shipping label so they could look at it. The weapon was received on 12/31/19 at S&W. I have continued to contact them for status, however they are not telling me anything about my rifle. Today, 2/24/20, I received a call from a confused, hostile employee that didn't have any facts for me. In fact, she tried to make it sound like she was doing me a favor calling me back. She was unable to provide me with any status and became combative. She didn't realize my problem was not a firing issue any longer, but cosmetic damage to my rifle caused while in the possession of S&W. She actually said something like, It shoots good here, I am trying to figure out what you're doing wrong. I explained the actual details of my complaint and frustration to her. I didn't get her name and asked if I could speak to her boss. I told her I was making a Revdex.com complaint and she actually encouraged me to do so. Later today, I received a call from a manager named, Paul. S&W is supposed to get your weapon back to in 3-4 weeks. My weapon has been there since 12/31/19 and as of today has not been looked at. I was told, that the S&W employee that was assigned to my weapon, left S&W or moved to another group within S&W. As a direct result of that, my weapon "slipped between the cracks". I explained everything again to Paul. He told me that the part in question was not a S&W part. He seemed to be attempting to telling me there is nothing that could be done. I told him, that you had already worked on and repaired a defective part on the same weapon. I also told him that S&W cannot damage a customer's weapon, then simply say, "Oh that's not our part. You're out of luck!" I'm amazed that my gun sat for this long without being worked on because one employee left. Thank God he wasn't the employee responsible for arming our troops. If that is actually true, it paints a pathetic picture of customer service at S&W. They are obligated to return that weapon to the customer, in the same condition it was when it was shipped. They did not make any claim that it showed up chipped and dented. I want this gun returned to me with a new replacement part. I don't care if its made by S&W. I want a new one. It was only a few months old when this started and they've had it far too long to just return it as is. They have given me horrible responses to detailed emails. Now, I'm supposed to write this off as a bad employee. That's a weak explanation. This is clear customer abuse via neglect. S&W should have had this matter resolved in January. Now its not even looked at it? Because one employee left? How is that possible? The manager of that employee had to assign him/her work. Why wouldn't that manager check on the work progress? Oh wait. Did that lone manager also leave maybe? C'mon! I can sure use some help getting an honest answer and my product returned in the same condition it was shipped to S&W in. Remember. This weapon was only a few months old and was purchased brand new. They had to fix a defective part and shipped it back to the customer dented/scratched.
I would like a partial refund for my time, energy, and aggravation wasted on this horrible custoemr abuse on the part of S&W. I have not been able to fire this weapon or enjoy it at all. It cannot simply boil down to a lone employee of S&W leaving his/her job and that is that. So because this alleged employee left his/her post, my weapon sat, unchecked for this long? S&W may be telling the truth. I personally find it very hard to believe. However, I would like them to offer my something other than an attempt to get out of doing any work because the part damaged was not manufactured by S&W! If I accepted that nonsensical reply by the S&W manager, named Paul today, I would be waiting for this gun to be shipped back still damaged. The lack of empathy is as amazing as the lack of customer service. If this is how S&W backs their product, no one should buy from them. I feel that the first person to call me today was confused and had no idea what the actaul problem. In fact, I have not fired this weapon since the alleged fix, so I cannot verify its working as it should. S&W has claimed to firing it and says its fine. However, the reason this gun is back in their care for a second time is because it was dented/scratched while in their care. You cant fix a known problem with a brand new product, then dent/scrath that brand new product and expect a customer to accept that.
The customer returned the rifle with an aftermarket handguard. Smith & Wesson is not responsible for damage to an aftermarket part.
Our warranty covers any defects in the material or workmanship of the firearm.
As a good *** gesture we *** put a new stock handguard on the rifle and return to the customer.
(The consumer indicated he/she DID NOT accept the response from the business.)
Smith and Wesson had no problem working on the rifle initially. They replaced a defective part in a brand new rifle. They've had it in their possession for 8 weeks to the day, THE SECOND TIME it was shipped to them, before giving me any status. Why didn't Smith and Wesson return the rifle immediately, the first time they received it, to tell me it had after market parts on it and that they couldn't work on it? How can they damage something, then just lay claim to not being responsible. This is pathetic! Not only do I want a new quad handrail put on, I want one of equal or greater value. Then I'd also like them to offer me 50% off and free shipping on something NJ compliant. I do not want Smith and Wesson deciding how my rifle should look because of careless work on their part. They do not know the meaning of customer service and professionalism. I expected this quad handrail system to cost hundreds of dollars. However, today I called Caso's Gunarama in Jersey City. That is where I bought this weapon may 2019. I was told I should have let them deal with Smith and Wesson. The quad handrail damaged by Smith and Wesson is made by a company called NC Star and cost a mere $35. Smith and Wesson should be ashamed of their lack of accountability, poor customer service and absence of empathy. Please explain to me exactly how my weapon "slipped between the cracks". Smith and Wesson is taking this personal instead of looking at this an opportunity to implement a new M&P. Smith and Wesson should be wondering how they did this to a customer and how to never allow it to happen again. Instead, they want to be released of any obligation because of damage to something while in their care. Again, if they sent the weapon back to me immediately and explained that this after market part had to be removed prior to them working on it, I would understand that. Rolex sent back a watch I bought from them because I had a jeweler put diamonds in it. They rushed it back AND explained that they can no longer work on it. That's a policy that was immediately enforced though. Rolex didn't work on it, cause damage and then tell me they can't replace what they damaged because it's after market. If Smith and Wesson has quad handrails in their shop equal to or greater in value than $35, put them on. If not, ship the rifle to a capable and competent gunsmith, who can replace the damaged part with a brand new one. Then inspect the weapon, prior to shipping it back to me to make sure it's free of damage. I'm disappointed that Smith and Wesson didn't expedite this weapon's repair. As a matter of fact, after you replace the part or have it replaced, expedite the shipping to my home. This is the worst customer service I've ever heard of. I wouldn't believe this story if someone told me this. Smith and Wesson, be accountable for the damage your employee caused and lack of respect for a customer that purchased your product.
Our representative spoke with the customer tomorrow. He let him know that we would replace as a good *** with a quad rail and the customer was very happy with that outcome.
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a call from Paul at S&W. He advised S&W *** replace the $35 NC star quad handrail with $125 Troy made quad handrail. This is a great upgrade and is an acceptable resolution.
Smith & Wesson repaired a defect on a brand new rifle and has shipped it back with damage not once, but two times in a row!
I have had success with Revdex.com complaint case # 254100 (REF#XX-XXXXXX-XXXXXX-XX-XXXX) in that Smith & Wesson replaced a $35 part damaged in their care with a $125 part. However, I finally recieved my rifle on 3/9/20 with severe damage of yet another part of it. Smith & Wesson has had this rifle since 12/31/19. They finally shipped it back to me, well outside their targeted 3-4 week window for repair. I was told that delay was as a result of a smith and Wesson and employee leaving the company or the department. At any rate, I open the FEDEX package on 3/9/20 and immediately see significant damage. I called them immediately and sent them emails and photos. I rushed out to ship it back that same day. I have emailed them over and over again. I do not feel I should have to wait 3-4 weeks to get this back. I also called FEDEX to advise them of this experience. The FEDEX employee made an excellent point. He said that since this is the second, consecutive time that my rifle has been damaged while shipping from smith and Wesson, that the packing may be the problem. Either way, I feel that smith and Wesson should put aside their standard process and expedite my weapon's repair and shipping. The area around the outside of the magazine slot is no longer smooth to the touch. I sent them a letter, emails and included a copy of the letter in with the rifle itself. I expect them to inspect this weapon end to end, inside and out. It should be free of any scratches, scuffs and/or defects. It was purchased brand new and kept in a padded, hard case. I treat my guns, like I do my watches. There is no reason any gun should be chipped or scratched, especially one that has been in Smith and Wesson's care longer than the owners. I take them to range, all have padded, hard cases, and all look like they did when I bought them. The brass on my Henry rifles are still like mirrors and I have fired thousands of rounds with them. This Smith and Wesson has been to the range a total of three times. The third and last time it wasn't able to fired even ten rounds!
Desired Resolution- The charging handle was sheared and bent. I want this replaced with a part equal to better than the one damaged. I then want this AR checked end to end. I have not yet looked at the new Troy, quad handrail, nor have I fired this weapon since the work Smith and Wesson has done. I would like my AR, to look like it did when it was first shipped to Smith and Wesson, which is to say like brand new. I do not expect any scratches, dents, or nicks in this weapon, because it didnt have any when I bought it. It was only taken the range three times. For the short period of time it was in my care, it was in a padded, hard case and in a safe. There was no cosmetic damage to this gun at all. I looked it over end to end before I bought it originally from Caso's Gun-A-Rama in Jersey City, NJ on 5/18/19. It was brand new and perfect. I wouldn't expect Rolex or Brietling to send me back a scratched or damaged watch and I dont expect Smith and Wesson to send me back a scratched or damaged rifle.
We have already reached out to the customer to instruct him to return for review if the rifle was damaged upon the return. If the rifle was damaged through our shipper we can place a claim for the repair. Once we receive the rifle we *** examine it and deem if there are any necessary repaired needed.
(The consumer indicated he/she DID NOT accept the response from the business.)
The rifle is already in Smith and Wesson's care again! This response seems disconnected from the current situation. All I'm asking is that Smith and Wesson expedite the repair of my AR. It has been received and is at your facility again. Replace the damaged part with an equal or better one. Inspect the rifle to make certain it's safe to fire and free of any scuffs, scratches and defects of any kind. Once that is done, please get it back to me ASAP. I asking for Smith and Wesson to circumvent its normal process, because clearly this is not a normal situation, and rush this latest repair. I do not believe any reasonable person, given the circumstances here, would feel Smith and Wesson isn't obligated to do so or feel that I'm being unreasonable. I bought your product new on 5/18/19. It had a defective part which caused the rifle to not operate as it should. It was sent to Smith and Wesson for repair. The defective part was replaced, but another part of the rifle was damaged while in your care. The rifle was then shipped back to you to repair that damage and was received at Smith and Wesson on 12/31/19. It was finally returned to me on 3/9/20 with significant damage to yet another part of the rifle. I shipped it back to you that same day and am simply asking that you put some kind of high priority on it this time. Please read this response or at least look into the facts this situation. This cannot possibly be the norm and has to be a very rare, if not the first of its kind, type break down in repair and customer service.
The rifle was examined upon it's arrival and
we *** be replacing the rifle for the customer as a good *** gesture. A customer service representative *** be reaching out to the customer.
(The consumer indicated he/she ACCEPTED the response from the business.)
I agree to Smith and Wesson replacing this AR, but NJ law would require Smith and Wesson to reuse the existing lower receiver and its current serial number. If I am understanding this email correctly, SAW *** then rebuild the rest of this AR. They *** reuse the Troy quad handrail that was placed on this weapon. All else *** then be brand new? That is how I'm understanding this. Is that what SAW means? If so, I agree. Can you please mark this as "FRAGILE" when shipping this back to me?
Would like to receive $50 rebate that was advertised
$50 rebate on s&w m&p shield .I purchased on10/22/19 did all paperwork
submitted on line should take 8 to 10 weeks.After 10 weeks nothing call the
number that was posted on line. Talk to a representative could not give a
answer he would check wait 7 to 10 working days that ended on 1/17-20
this is 1/28/20 nothing .This must be a scam will not purchase s&w again
would like rebate that was advertised
We have researched with the rebate company and do see the customers submission. We will resubmit so they will process the rebate check for the customer. We apologize that the customer did not receive the rebate check.
(The consumer indicated he/she DID NOT accept the response from the business.)
there response was we received your submission
is being processed allow 8to10 weeks same thing
I got 10-22-2019 has been over 90 days why should
I believe them now
The re-submission was entered and is in process. The new card should be sent in next 7-10 business days.
Have yet to receive an item I purchased November 26th, 2019 and have been unable to get in contact with company by phone (was on hold 1.5 hours).
Placed Order # *** on November 26th, 2019 for a SWAT MAGIC Knife SKU# *** and a Cyclone Fence Tee SKU # *** through S&W's online store. After a week with no shipping confirmation, I sent an e-mail and never received a reply. I gave it another week and called the number listed in my order confirmation e-mail. I was on hold for 15 minutes before a representative was able to tell me that the knife was sitting in shipping but that the shirt was SOLD OUT! Hello, false advertising - why was I allowed to purchase it through the store if it was unavailable?! I was told they would get a new shipment in on December 23rd (which was hugely disappointing as both items were meant to be Christmas gifts) and that not only would they expedite shipping on the tee but I would also receive a discount for the item. Here we are on January 17th, 2020 and I still have not received my item, nor any information about it. (I did, however, receive a letter stating their online store was hacked and someone may now have my card info, so yay.) Again, I tried calling the number listed in the order confirmation e-mail and was on hold for a HALF HOUR (12:03 PM - 12:34 PM) before someone picked up and told me it wasn't their department. They transferred my call, where I continued to sit on hold ANOTHER HALF HOUR (12:35 PM - 1:06 PM). The gentleman who picked up told me he'd transfer me to the correct department (already an hour on hold to get no where), and it went right back to the same guy! He then told me he would give me a direct number, which I called: and guess where it took me - back to the same guy! He tried transferring me again, where I sat on hold ANOTHER HALF HOUR (1:10 PM - 1:40 PM), at which point I gave up, hung up, and decided to proceed through Revdex.com.
And seeing as how others have been responded to through Revdex.com complaints as well as the constant transfers I've experienced by phone, I would be incredibly displeased for you to claim this is not your department nor your responsibility. It was sold through your online store and I am responding to the information included in my e-mailed order confirmation, as to your contact information and location. Whether this merchandise comes directly through you or through a partner, you should absolutely be aware of the goings-on of both.
At this point, I either want my item shipped to me and received in 3 weeks time (maximum), or some direct response from the company stating my order was cancelled so I can take my business elsewhere. You have wasted my time and my patience and I will no longer be a customer of S&W.
The customer placed an order on our website on 11/26/19 for a knife and a t-shirt.The knife shipped on 12/11/19 and was delivered on 12/12/19 at 12:08. Tracking number through Fedex was XXXXXXXXXXXX.
The T-shirt that was ordered is still currently on backorder through our vendor. Unfortunately, we do not have a specific date on when we will receive the t-shirt in stock. If the custotmer would like to cancel this item, please let us know. We apologize the item was not available at the time of the order.
Please cancel the order. I would like a confirmation e-mailed to me at ***@gmail.com.
We do apologize for the inconvenience. Unfortunately, the item is still on backorder from our vendor. We will cancel the order per the customers request.
$50 rebate offer on purchases made has not been honored yet, and no resolution time frame provided. Ph# ***
S&W $50 mail in rebate offered for products purchased. Paperwork was submitted 10/31 and nothing is been received from S&W for the rebate. First call, they stated they needed more information from me. I called them back, and they told me they had everything needed to process the rebate. Since that time, I have called back 3-4 times in the past 2 months, and no one can explain why the rebate has not been sent, however today's phone rep stated that I was not the only person being affected by this
issue. No resolution time is being given for the rebate. Seems like false advertising and misleading customers.
I would like an answer as to when I can expect the resolution, per the contract.
The customer has been in contact with the vendor who supplies the gift cards. The dates are 12/23/19, 1/7/20 and 1/13/20. They assured him that the card will be valid and due to the overwhelming response to give it some time to receive the card.
Rebate via prepaid card does not work.
I am having the same problem as the other complainant to Revdex.com, the prepaid card cannot be registered at the *** There is no way to reach someone to talk to and the none of the FAQ's address the issue. Tried to reach Smith and Wesson about it and did not get any help at all. The response to the Revdex.com that the systems is fixed is not accurate. System is broken and cannot find anyone to talk to.
Simply want the card to work to provide the refund promised.
The customer previously contacted us stating the card would not work. The vendor that issues the prepaid cards reissued one for the customer back in 2019. The customer should just follow the instructions to activate the card. If he has any issue with the new card, please reach out to the company *** - XXX-XXX-XXXX
Their response lies somewhere between unintentionally inaccurate and intentional, contrived lie. I reached out to the number provided and got into their never ending telephonic response system (seemed to be the same one as I have been in about 6 times now). I finally managed to talk to someone who said they could not help me and after much persistence on my part transferred me to someone else who then transferred me to someone else and so on. The forth person (after 45 minutes on the phone) said they would send me a replacement card. I have not received the replacement card, and frankly don't expect to. I now agree with the similar post that said this is a sham. Frankly I find it very disappointing that a company with the brand recognition and reputation of Smith and Wesson would allow their firm to fall into something like this. I have been a S&W customer for almost 45 years (not counting today) and am disappointed to see our customer relationship end the way it has. If I do not hear directly from Smith and Wesson in an effort to resolve this, I have bought my last product from them.
Please supply the card number, expiration date and the 3 digit number on the back of the card. We will research this information with the vendor who issues the cards.
(The consumer indicated he/she DID NOT accept the response from the business.)
As requested the card information is as follows:
***
Card #: XXXX XXXX XXXX XXXX
Expiration: ***
3 digit on back:
We have researched that card number through our vendor. *** listed above was reported to us back in November. A new card was issued that ended in *** The customer activated this card *** already. Please use card number
(The consumer indicated he/she DID NOT accept the response from the business.)
This is inaccurate and misleading information that I feel is being served up to extend process and contribute to the customer frustration. The special was for a $100 prepaid card rebate. I received 2, $50 rebate cards in the mail the same day. I activated one and then could not activate the other. The inability to activate the second $50 card to achieve the $100 rebate is what has led us to this point. There was not any, or any need for any, communication about a defective card prior to receiving the cards as incorrectly stated in the response.
The S&W responses tends to further substantiate that there is intentionally difficulty embedded in the process to serve as a natural deterrent to the customer actually receiving the advertised value. For me, they have succeeded in what I suspect is an underlying goal of making this more trouble than it is worth. I honestly do not like the Class Action lawsuits that we are often a uncommitted parties to but this one helps me understand why they are needed and I actually hope that it is result of this program.
I would like to add an attachment of the rebate for your review. I cannot seem to attach it. Can you please give me an email address so I may forward the attachment to for your review.
The rebate was for the M&P Shield pistols for $50.00 Customer submitted product code XXXXX.