The Sportsman's Guide

Initial Business Response /* (1000, 5, 2016/03/04) */
This is pertaining to Case ID [redacted], filed by Mr. [redacted].
We have processed a retraction letter. I have called Mr. [redacted] on 3/1/16 at 5:25pm and again on 3/4/16 at 12:50pm. Left a message both times. I can be reached at [redacted]. ...

We are considering this case closed.
Thanks,
Ted [redacted]
Sr. Manager Customer Experience

Initial Business Response /* (1000, 7, 2015/08/11) */
Our Guide Gear item #294303 is made for our company specifically. For us to approve a price match with another company, it needs to match the manufacturer information exactly. The item through Walmart is not an exact match to our product,...

which is why we are unable to match the price. You are welcome to send these items back to our company for a refund by following the back of your invoice instructions.
Initial Consumer Rebuttal /* (3000, 9, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The units are exactly the same inside and out, with the minor exception that the Guide Gear unit includes an optional $15.00 shelf, and does not have the Sportsman Condo sticker on the door. All other documentation included inside the unit is from Southern Outdoor Technologies. If the included shelf, and missing sticker makes this a different unit, I will handle Sportsman Guide through Social Media. Thanks for your help
Final Business Response /* (4000, 11, 2015/08/18) */
The item is not our Guide Gear item, so they cannot be price matched.

This pertains to the complaint filed by Mrs. [redacted]. Mrs. [redacted] and I spoke over the phone and we are waiting to hear back from Mrs. [redacted] on the resolution. Thanks,Ted [redacted]Sportsman's Guide

Initial Business Response /* (1000, 12, 2015/11/05) */
On September 11, we offered to have the gun picked up and returned for a full refund. The customer decided they wanted to keep the purchase so we canceled that pick up. The customer had the opportunity to resolve this issue to his...

satisfaction but decided against it.
Initial Consumer Rebuttal /* (3000, 14, 2015/11/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On September 11, 2015 I was picking up my order at "[redacted]" from Sportsman Guide. I was with [redacted] the owner, who assisted me and noted that upon inspection, it was the wrong gun that was shipped and not what I originally ordered. We called Sportsman Guide immediately and told them that the gun we received was not the gun pictured in their advertisement. We were told at that time, by a female customer service representative who assisted us from Sportsman's Guide, that they were not responsible for the gun pictured in the advertisement and that the one we received was the one that we got. She stated that she agreed with us that it was not the gun pictured in their advertisement but there was nothing she could do about it and she felt that we were correct in our dilemma, but there was nothing that could be done. She also stated that for us to return the gun thru UPS there would be additional charges that they would withhold, including $50.00 plus in charges from the original purchase price for a restocking fee and all the extras fees that were charged would remain in place.
We first agreed to send the gun back, but later realizing that we would lose at least $50.00 plus the other incurred expenses that were charged, extra fees from Sportsman Guide, and an additional $35.00 in fees from the gun shop in order to transfer gun ownership. Clearly, this would not constitute a full refund as advertised by Sportsman's Guide or a 100% satisfaction guarantee. [redacted] then called a person that he knew and had done business with at Sportsman Guide on a regular basis to try to get the fees and the $50.00 plus charges waived due to the incorrect item being shipped. His contact told him that he did not have the authority to do that but also agreed that the picture of the gun shown in their advertisement was not the gun we received, but there was nothing he could do about it.
Upon finding out this additional information, we cancelled the pickup and decided to pursue the matter to establish a more detailed scenario of the actions that had taken place in hopes of getting the original gun that we had ordered that was pictured in the advertisement. To date, this incorrect gun is still currently being shown in their on line advertisement and misleading the general public that Sportsman's Guide has a product that they cannot in fact deliver to the consumer.
In order to come to an acceptable resolution of this matter, I would be willing to purchase another gun as originally depicted and advertised without the additional fees being charged, in addition to a waiver of postage and handling fees. I would then consider the shipment of the incorrect gun, no longer to be an issue, due to the fact, that I am receiving exactly what is advertised on line, as it fulfills the picture of the advertised item and is not fraudulently advertised as my original purchase.
If this is not an acceptable offer, in the alternative, if I am to return the incorrect gun, I would demand a full refund, which is defined as the full purchase price, without an additional stocking fee, postage or delivery charges in which to ship the return, in addition to the buyer's advantage membership fee that was charged.

Initial Business Response /* (1000, 5, 2016/02/25) */
This pertains to Case ID [redacted], filed by Mr. [redacted].
I have called Mr. [redacted] directly on 2/16/16 and today (2/25/16). Please contact me directly at [redacted]. We have placed an order with Remington for the offset hammer...

spur.
Thanks,
Ted [redacted]
Customer Experience Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received a "Offset Hammer Spur" from Sportsman's guide. I have called Ted's number 2-16-16,2-25-16 (twice)and again today at [redacted]. I left messages.
I have attached a screen shot of the only email I got from customer service. I also included 2 screen shots of the item being sold. One includes the description as the "Offset hammer spur" was included.
I purchased the rifle and notified Sportsman's guide asap and still as of today 3-1-2016 have not received a tracking number or the item in question.
If the item was being sent as per posting, where is it?
Thank you for assistance in trying to resolve this matter. If Sportsman's guide customer service did there job this wouldn't be an issue.
Final Business Response /* (4000, 9, 2016/03/04) */
This pertains to Case ID [redacted], filed by Mr. [redacted].
I've been in contact with Mr. [redacted]. We are considering the case closed.
Thanks,
Ted [redacted]
Sr. Manager Customer Experience
Final Consumer Response /* (2000, 15, 2016/03/10) */
On 3/9/2016 I received the item in question. Matter resolved. Thank you for your help.

This pertains to the complaint filed by Mr. [redacted]. I tried to reach out to Mr. [redacted] but was not able to connect.  Sportsman's Guide is in the process of refunding back the customer's MasterCard $39.99.  In January 2016 the customer selected to purchase the Buyer's Club and...

was offered auto renewal.  The auto renewal was not canceled, thus causing us to charge him $39.99.  Mr. [redacted] can expect us not to auto renewal his membership again.   I can be personally reached at ###-###-####, I would like to talk to Mr. [redacted]. Regards,Ted [redacted]Manager Product Services

This is the response to the complaint filed [redacted].   We have processed a refund in the amount of $67.47 back to the original credit card used to place the order.  The refund is dated June 2nd, 2017.  If you have not received that refund please let me know.  We do...

require all customers to verify their account information to validate that the caller is the account holder for fraud.  If you would like us not to have your phone number listed on your account, we can remove it.  Keep in mind that any communication would need to be done via your email or direct mail. If you have any additional questions or concerns, feel free to reach out to me.  My contact information is below.  We are considering this case closed.Regards,Ted [redacted]Sr. Manager customer service/credit###-###-####

Initial Business Response /* (1000, 10, 2015/12/22) */
This response is in reference to Case ID [redacted], filed by Mrs. Lisa [redacted] on 12/07/15.
Sportsman's Guide has contacted and resolved Mrs. [redacted]'s complaint. Mrs. [redacted] received the products she had ordered. Sportsman's Guide...

provided Mrs. [redacted] a complimentary gift card in good faith to compensate Mrs. [redacted] for her dissatisfaction of not receiving her product in a timely manner.
Thanks,
Ted [redacted]
Initial Consumer Rebuttal /* (2000, 12, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/02/18) */
This pertains to Case ID [redacted], file by Mr. [redacted].
Spoke to Mr. [redacted] regarding the situation. We are considering this case close.
Thanks,
Ted [redacted]
Manager of Customer Experience
Initial Consumer Rebuttal /* (2000, 7,...

2016/02/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The closed the membership they sold me and refunded the cost of the membership. I have not received any further email from them.
I assume they will not try to charge me again.

This pertains to the complaint filed by Mr. [redacted].   I have tried a number of times to contact you on phone number ###-###-####.  The call goes right into voice mail and I have not received a response from the message I have left.  I will go a head and send you a return...

label for the return of the 5 boxes you ordered.  Upon receipt, box up the product and put the label on it.  Bring the shipment to a FedEx shipper and upon receipt of the product we will issue you a full refund in the amount of $38.94. Regards,Ted [redacted]Manager Product Services

This pertains to complaint ID [redacted], filed by Mr. [redacted].  I personally spoke to Mr. [redacted] and requested an immediate refund for the full amount of the order.  This complaint is considered to be resolved.  Thanks,Ted [redacted]Manager of Customer Experience

Initial Business Response /* (1000, 12, 2016/01/07) */
Customer was contacted and offered a gift card for his complaint. We apologized for the inconvenience and we are considering this closed.
Initial Consumer Rebuttal /* (2000, 14, 2016/01/17) */
(The consumer indicated he/she ACCEPTED the...

response from the business.)
Ted from the Sportsmans Guide took care of me.
Brittany on the other hand was very quick to dismiss me even though I am a member and have bought many things from them as well as having a valid complaint. She made it very clear that there was nothing she could do to help a member that quite often buys from them.
Thanks to Ted, I consider the matter closed now.

Initial Business Response /* (1000, 5, 2016/03/01) */
This pertains to Case ID [redacted], filed by Mr. [redacted].
We spoke to Mr. [redacted] and have resolved the complaint. We are considering the case closed.
Thanks,
Ted [redacted]
Sr. Manager Customer Experience

Initial Business Response /* (1000, 5, 2015/10/21) */
We unsubscribed this customer's email on 10/13/15 per his request.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/22) */

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.  The gentleman who responded to my complaint called me and we came to a satisfactory agreement.

This pertains to the complaint filed by Mr. [redacted].  We reached out to Mr. [redacted] and resolved the situation.  We are considering this case closed.  Regards,Ted [redacted]Manager of Product Services

This pertains to the rejection filed by Mr. [redacted]. Mr. [redacted] and I spoke over the phone and resolved the situation.  We are considering this case closed. Regards,Ted [redacted]Manager Product ServicesSportsman's Guide

This pertains to the complaint filed by [redacted]. Mr. [redacted],I looked up your account in our system multiple ways:1) Last name and zip code2) Phone number3) E-mail address All three methods did not provide me with a current order.  I'm happy to assist and get this matter taken care...

of.  I tried to call you at the number listed above and it was a fast busy after the phone rang a few times.  I would need you to call me and provide your credit card number over the phone since I am unsuccessful in pulling up your account as I stated above.   Thanks,Ted [redacted]Manager Product Services###-###-####

Initial Business Response /* (1000, 8, 2015/08/02) */
The customer returned this item and received a refund for the item on 7/30/15. I have also processed a refund for the shipping on the purchase, so an additional $8.99 will be processed back to the customers card as well.
Initial Consumer...

Rebuttal /* (3000, 10, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've only received a refund of $19.99. I have not received the $8.99 for shipping as they stated that they will do! I also was charged $.99 for some type of insurance. They still have not changed the misleading advertisement. I have found the exact item on another site for less and was advertised in the proper manner. So there should be no excuse,by Sportsmens Guide,why this item can not be advertised properly without misleading us consumers!!!
Final Business Response /* (4000, 12, 2015/08/05) */
The insurance is non refundable as it is an optional charge when placing an order. Your $8.99 refund was just processed so it will show up on your card within 48 business hours.

This pertains to the complaint filed by Mr. [redacted].   The order was cancelled due to a lack of response on trying to resolve the situation.  A refund check in the amount of $49.36 was sent to [redacted] Lewisburg WV 24901 on March 14th, 2017.  If you have not received this...

refund check please let us know and we will reissue or replace the order, which ever you prefer. Thanks,Ted [redacted]Products Manager