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I purchased a new Ruger ranch rifle in 223 cal. from Independence Firearms near Brenham on may 28th ,gun jammed the first time I fired it, also noticed the rear sight adjustment screws were missing. Called Independence Firearms and told my salesman of the problems. Was told to bring the gun back and they would send it to ruger to make it right. Got to the store today and the manager told me that they don't do that. Very poor customer service. I have purchased 3 guns there ,after this I won't be going back

It's been awhile since I've been there, but I thought they had some signs on the wall stating that kind of policy--problems needed to be taken directly to the manufacturer. But it wasn't cool to tell you to bring it in and then tell you that...I would have been irritated too.

Academy in Abilene has a sign that once purchased you send it to the manufacturer as does my dealer (Abilene Indoor Range). They don't send it in for you. So not abnormal, other than being told one thing on the phone and another in person.

There are several signs around the place that all sales are finals and repairs, etc. must be handled through the manufacturer. Uncool of the salesperson to tell you to bring it in but just sounds like one ignorant salesperson. I've bought several guns and accessories from them and always found good prices, customer service, etc. I even buy ammo from their tables at the Houston gun shows because its the best deal around. An unfortunate bad experience but I would not hesitate to go back there!

Ned Stockton wrote:
Was told to bring the gun back and they would send it to ruger to make it right.

In general, once I by a firearm and it has a problem, I would never take it back to the LGS, Ever. I call the company and work with them. Why introduce a 3rd party that will always slow things down or screw thing up. It not like they will swap the gun out for you, but that would be nice if they did.

I've heard nothing but good things. Seems fairly standard that they would have you deal mfgr.

I wouldn't deal with a dealer who won't make things right for you after you've just dropped several hundred (or thousand) dollars in their store. I'd rather drive a little further, or pay a little more, to know that they have my back.

...don't know if all Mfg. work this way, but I called SA about a Mil-Spec for my son with ambi safetys...she told me after I buy it, call her for a call tag and ship it directly to the factory...they'd install it, and ship it directly back to my home...didn't even know it could happen that way...seems like the best way to go, leaving out the store should save at least a coupla days....

The Annoyed Man wrote:I wouldn't deal with a dealer who won't make things right for you after you've just dropped several hundred (or thousand) dollars in their store. I'd rather drive a little further, or pay a little more, to know that they have my back.

I agree with your sentiment, but with most stores once you leave the premises they require you to deal directly with the manufacturer. This is true for guns as well as most other products [such as applicances, TVs and other expensive electronics.] My personal opinion is that if you purchase a product that is DOA, the retailer should replace it without question. They should have to deal with the defective merchandise.

WildBill wrote:

The Annoyed Man wrote:I wouldn't deal with a dealer who won't make things right for you after you've just dropped several hundred (or thousand) dollars in their store. I'd rather drive a little further, or pay a little more, to know that they have my back.

I agree with your sentiment, but with most stores once you leave the premises they require you to deal directly with the manufacturer. This is true for guns as well as most other products [such as applicances, TVs and other expensive electronics.] My personal opinion is that if you purchase a product that is DOA, the retailer should replace it without question. They should have to deal with the defective merchandise.

I agree but I think the regulations that they are under make that difficult.

Exactly.......

If a Dealer (FFL) sells and transfers a gun to you and something turns up wrong with it, it is not like taking back a defective microwave. The gun is legally yours and in order for them to even consider taking it back, they have to transfer from you back to them (FFL records).

So that is why they don't accept returns for defects.

It is legal for you to ship the gun back to the manufacturer for repairs without going thru an FFL and you will receive it directly back from them (again without an FFL).

Most C/S orientated manufacturer's will even pay the shipping both ways.

FYI, when I purchased a Taurus PT738 (.380) at Academy, they were clear in saying they'd handle the shipping if there were issues.
There were issues with it (like seems to be the case with so many Taurus pistols), and I took it to Academy where they filled out the paperwork for Taurus, paid for shipping, and everything. 6 weeks later, they called me when Taurus had shipped it back. I was very pleased.

I don't know if they do this for all their gun sales or just Taurus, but I was pleasantly surprised.

Did you fill out another 4473 when you picked it up? If you didn't then BATFE should be reviewing their FFL records and practices.

AEA wrote:Did you fill out another 4473 when you picked it up? If you didn't then BATFE should be reviewing their FFL records and practices.

If you're talking to me, no. I didn't fill that out.
No money changed hands the 2nd time, so how is it another sale?
They did check ID.

All Academy did was pay for postage and give me a box to send it in, then mailed it for me.

Two other variants:

I bought a Kahr pistol at Texas Guns on Bandera street in San Antonio. It had some problems. Jerry, the owner of the shop, shipped it back to Kahr for me on his nickel. Kahr shipped the repaired pistol directly to me at home.

I also bought a used revolver from Texas Guns. At the range I found that during rapid fire the timing was all screwed up. I took it back to Jerry, and he had it repaired by his gunsmith, again on his nickel. No 4473 as I recall. I do believe he entered this gun and the Kahr into a ledger of some sort.

Since I moved to Seguin, Jerry's store is a long way away from me, so haven't been there in a long time. As I recall, his prices were on the upper end compared to all the other gun stores I haunted in San Antonio, but then again, when I took the guns back, he told me (paraphrasing), "No charge, I consider it part of the customer service I provide."

Taking it to the gun shop does interpose a third party, but I was happy to have Jerry box it up and worry about the rules and such.

You don't always get what you pay for, but you never get what you don't pay for.