Sutter Orchard Supply

Review: This company just lost a $650 gun sale because of the rude service I received on the phone today.(6/18/2014) I had paid for my gun in full, and was waiting the 10 days when I realized that the kid who I bought the gun from had written the date for pick up for 11 days. I called to ask about it and he was very rude. I called back to speak to a manager and the guy I spoke with was very short with me, and instead of talking to me like an adult, he was treating me like I was a piece of garbage. It turned out that the "manager" I spoke to was the Owner. I hadn't even asked him to cancel the transaction when he said to me, "listen guy, I can cancel your DROS and refund your money". Since I received such poor service I accepted his offer and will be taking my $650 somewhere else. I have never been treated this poorly in my life, especially when spending that much money. The waiting time by California law for a firearm purchase is 10 days. This company's policy is 11 days. They did not explain that before purchasing the firearm.Desired Settlement: I want a refund in full, as I did not take possession of the firearm. They are refusing to refund the DROS fee, even though they canceled it, I did not ask for it.

Business

Response:

This is a response to ID [redacted], Mr. [redacted] came to us after he attempted to have a replacement copy of his Handgun Safety Certificate issued at another store. He was told by the other store that they did not have time to service his request. In that situation he would have to have the HSC card either replaced by that same store that administered the original test or go to another store and take the test again as if he were taking it for a renewal. At that time we administered the test, and he then chose to make the purchase of a Springfield XD 40S&W. The test costing $25.00 (non-refundable), the background check costing $30.00 (non-refundable), the pistol costing $525.00, an extra magazine for $36.99, so in total, with taxes, his transaction costing him $659.14. After the proper documents were provided and forms completed, the background check was submitted and the receipt was given to him with his pickup date of June 21, 2014 written on the receipt.

On June 18, 2014 a phone call was received from Mr. [redacted] and was transferred to the gun room attendant, in that call Mr. [redacted] was questioning why the delivery date of his firearm being that it was the Ilth day from his purchase. The attendant then explained to Mr. [redacted] that it was our store policy that customers are eligible for pick up on the Ilth day. While the attendant took that phone call I was standing next to him and heard the responses of the attendant and I felt that his response was respectful and in no manner rude as Mr. [redacted] described in the letter.

Mr. [redacted] then called back asking for the manager, I took the call and explained to him that the attendant was in fact correct that our store policy was that firearm pick-ups were eligible on the Ilth day from original submission. I did also tell him that if it was after the state mandated 10 days that I would allow him to pick it up. So he was given two options, he could pick it up when he was eligible after the state mandated 10 days or I would cancel his paperwork and he would be refunded the cost of the pistol, but not refunded the cost of the Test and the Background check. When the options were presented to him he did not like them, and he then told me that I was getting an attitude. When given his options one again, he chose to have it cancel|ed, and money refunded. It was explained to him that the test and background check fees were non-refundable and he still then proceeded with the cancellation.

Mr. [redacted] then called back for a 3rd time asking for the owner. I was the one that answered the phone and being that I am the manager/owner I told him that I was and he said "well you were the person I just spoke to" and I said "that is correct" and he then said "well then I guess I'm not going to get any further with this." In response I said "you were given your options, you have made your decision, and you need to come back to receive your refund."

The following day Mr. [redacted] came in to receive his refund and questioned the amount that was to be refunded. It was a different manager that knew the situation that had occurred and refunded the amount that was discussed with Mr . [redacted] in our conversation pertaining to the refund. He then told her that that was wrong and that was not what had been discussed. Her response to him was the same as what had been discussed, the test fees and background check fees are non-refundable fees.

When processing a background check for a firearm there is a discretionary element. The fact is that we are still dealing with firearms and if that person conducts themselves in any ill manner at any point in the process, we can cancel the background check and refuse service to that individual. Our position on this matter is that we have given an accurate and HONEST account of the events that transpired in our place of business. We have determined that this situation was handled tactfully in an effort to protect our business.

Review: I purchased a gun at Sutter Orchard Supply and upon going to pick it up for the 2nd time due to a mis-communication the 1st time in which I had to submit and pay for a second application to the Dept. of Justice. No problem, this was my fault) Now I was told I waited too long and the application expired. The women there was upset with me and told me " I want to be done with this" and would credit me. Great, I accepted this and wanted to be out of there as she was very rude and short and would not accept any rebuttal as to what I believed she told on my prior visit, she was right and never wrong because she did so many of these. Three hours later I get a call from her manager [redacted] who called my home and got my cell number to call me while working, upon stating who we was unleashed a tirade calling me " a little [redacted]" & "why did I run away?" He was not present when I was there nor did he want to discuss or resolve what happened. This is a little man with deep seated anger issues and with poor management experience. With all the shootings going on in this country is this the type of person we want SELLING GUNS!I am persuing a complaint with the Ca. Dept. of Justice.Respectfully,[redacted]Desired Settlement: an apology from the manager and owner!

Business

Response:

Mr. [redacted] was a first time customer of ours and it also seemed as if he was first time handgun buyer as well. In speaking with him our staff went to great lengths to put together the gun package that he desired. This package not only included the gun, but also required the installation of grip extensions and laser grips which are accessories that add comfort and visual aid. After his selections were made the transaction took place. this would require the customer to provide the proper documentation and also the completion of ATF forms and California DOJ automated submissions.