Cabelas Service

[Andy L]

I was in Kansas City on Monday and went to Cabelas. I have been looking into buying a particular rifle, CZ in 204 Ruger. Just not sure if I want the American or Varmint, leaning toward American. I always kick around ideas for a long time, but then buy pretty fast when I make up my mind.

Anyway, I went to the gun counter and there were 4 people working the counter. I stood there patiently, looking as best I could at the guns on the rack. I happened to overhear a conversation with a employee and two customers, they were looking at the same thing. The salesman brought out a Varmint for them to look at. I kept my distance, but was watching intently as he showed them features and they handled it. While they were handling it, he walked away for a moment to get something else, and walked by me. I asked, "is that the Varmint?" I got a sarcastic yes and he rolled his eyes as if I had commited a crime or something.

I stood there another 10 minutes, waiting for a free salesman. Well, this guy got done first. By then I had made up my mind to buy that gun. I had the cash in my pocket and was going to tell him to get the paperwork started. He walked by me again and said "someone will be with you in a moment". He then went into the back a moment and came back out and stopped and started helping someone else.

I was pizzed to say the least. I hate rude salesmen, especially when Im getting ready to spend some cash with them. I left and never got a glace from that or any other salesman. I am going to order the rifle from another FFL. He agreed to give me the same price.

Just remember, when you go to Cabelas to buy a gun, keep your mouth shut until the gun Nazis approach you, or it will be "No gun for you".



Andy

[M.T. Pockets]

Sorry to hear about your bad experience. I'd write a letter to their HQ in Nebraska and I'd bet that Dick & Jim would go to Kansas City and personally kick that guy's pants out the door. Really.

I get to the Cabela's store in Owatonna, MN a couple times a year and have never had a bad experience with an employee, the biggest trouble is the crowds. They're service on the phone is great too.

[Andy L]

I may just do that MTP. Thats a good idea.

Still leaves a bad taste in your mouth, know whtat I mean? Im the same distance from KC Cabelas and Bass Pro World Headquarters, maybe a little closer to Bass Pro. This could make alot of difference in which way I turn out of my drive next time Im going to buy something.....

Andy

[Jack]

First time I've EVER heard 'Cabela's' and 'bad service' in the same sentence.
Andy, I'll bet the people at Cabela's would be madder than you were if they hear of this event- you oughta tell them.

[Steverino]

Is it at all possible that the sales clerk didn't see you when he came back from the back room still standing there?

Also, did you happen to talk with a manager or anyone else at the Cabelas store prior to what I am sure was a hasty departure -due to their apparent lack of customer service?

IMHO, it is important to let the store know why they lost your business for this particular sale (and possibly future store sales) Now perhaps this clerk is not too overly concerned but I would venture a guess that either the department or store manager sure would be interested in your commentary.

Last year a friend and I went into a "local" sporting goods store that has a nice selection of firearms and bows (hard to find anymore around the NW Chicago area thanks to the Libs) When my friend put his F.O.I.D. (Firearms Owners Identification card) out in front of him on the counter and began to ask a few questions about a shotgun that he was interested in learning about, the clerk began giving him shortm smart aleck wise-cracks back. We left the store after a bit and he was pretty upset about it. I told him that he should have talked to somebody about it ( it went beyong this fella behind the counter just having a bad day-he was downright rude.)

Well my friend ended up driving about 60 miles south from us and found a gunshop that had this same model of shotgun and bought it (about fifty bucks cheaper to boot!)

I ended up back at this same shop (that had the rude clerk) looking at some single action revolvers after a bow shooting session one day after work and struck up a conversation with another store clerk. When I mentioned this story with my friend he became apolegetic and angry at the same time (angry at the situation-not me) and said that he would mention it to the store manager and owner when he saw them the following day. Whether he did or not I cannot say.

Around my area, we're losing more and more local gunshops thanks to Liberal officials and closed door municipal referendums. Condescending store clerks do nothing to help this situation-especially to folks that are new to the shooting sports. It can be an intimidating experience starting out and with fewer folks getting active in hunting/shooting, well..it doesn't make for a good situation in general.

Anyhow, I thought that I'd share a little of my own history on this sort of stuff, You must do what you feel is right, of course.

[fabsroman]

I agree with MTP.

I write letters whenever I have a problem with something. Just yesterday I wrote a letter to Staples, the office supply store, because the furniture that I have purchased from them has come broken on several occassions. Now, I understand that it is being shipped straight from the manufacturer in boxes and that I am supposed to assemble it, but some of these things look like the fork lift operator stabbed them.

[Steverino]

The only way that stores (or companies for that matter) can fix problems is by having customers provide feedback so that they can take the appropriate corrective actions.

Personally, I really like getting something that I have ordered and find a customer satisfaction survey or form asking about my overall satisfaction with the product and shipment. It demonstrates that they care about their customer base (which I spose' they should, right?

[M.T. Pockets]

A friend of a friend of mine worked at Cabela's HQ's office. While working for them he sent a resume' to another firm somewhere else. Somehow the big guys found out and bounced him out of the office immediately. I don't think a rude sales clerk would last long either.

[fishdoggydog]

A week or so ago I recieved a $150 order from Cabelas minus a muskie lure that cost about ten bucks. I called and asked if the refund for the lure no longer stocked was going to be on my credit card, or as points because I used some of both for the purchase. The lady had me on hold for a while, when she returned she said because I used a store rebate they had sent me on-line, $20 for purchases over $150, when the lure that supposedly was in stock when I ordered, was out of stock, my rebate had been canceled. But she said she fixed it for me and asked where to put my refund for the lure, I said as Cabelas points. Next day my wife got a call at home, they said that was not possible, it was just going to be a wash for the rebate versus any refund back. When I got home I callled Cabelas customer service, told her the story, and she said, a lure was now in stock, did I want it? I said yes I did, and she sent it free of shipping charges, with a $20 gift certificate for my hassle.

[fabsroman]

Yeah, Cabelas has usually been pretty good to me. Then again, it might be because of the amount of stuff I have ordered from them in the past. I am the only one out of all my hunting buddies that gets the hardcover, 3" thick, catalog. I'm not complaining.

Andy,

You really should give somebody at the store a call and complain. If nothing else, it will probably make you feel better.

[Andy L]

I think I will. I was so pissed at the time, it probably wouldnt have been a good time to talk. And, I really wasnt in the mood to talk. It was a more of screw this place attitude. I think Ill write them a letter while its fresh.

Thanks for the tips folks.

Andy

[M.T. Pockets]

Hey Fabs,

I get those 3" hardcover catalogs too. One each spring & fall.

My buddies can't figure out why I get them and they don't.

[fabsroman]

MTP,

I think it is all about how much money you spend at Cabelas. I could be wrong. It might be because I have a Cabelas Visa card that I spend a lot of money on. Who knows, but I do like those catalogs. They look really nice on the coffee table.

Andy,

If you purchased the gun already, you might want to send them a copy of the receipt along with a letter. I know I got Lowes' Customer Service department's attention when I pulled out a stack of Home Depot receipts and told them that the only thing I bought from Lowes was the hardwood floors because they screwed that up royally, which they were doing again. They lady behind the counter refunded 10% of my purchase price which amounted to $700 something dollars. That was pretty nice.

Sometimes, it is worth complaining about things.

[Andy L]

Email sent.

I was really disappointed. Like you guys, I spend alot of money with Cabelas, and Bass Pro for that matter. Both normally give great service.

I doubt Ill get any satisfaction out of it other than a "sorry Charlie", but if that salesman gets is butt chewed and pays attention next time, maybe its worth it.

Im sure it wasnt much to him, but I could tell the guys ahead of me werent going to buy anything, and knew very little about rifles from the questions they were asking. And the guy he went to next, I have no idea. But he lost a sure thing, I do know that.

Andy

[Gotcha!]

---as I just got back from the Sidney store. I, on Monday, tried placing an order for $150+, and ended up being on the phone with catalog in hand for almost an hour, trying to find replacements for all the stuff that was "out of stock."

Since I had planned to got to Sidney for my $30 bucks and to pick up my rebarrel job an the way back, I figured I could pick up most everything at the store. -WRONG

Found a "clip" type holster for my PPK (Bianchi), but it was scratchd inside and also showed signs that a gun had been more than just slipped in to test fit. When I asked - I was told that was the only one they had - Take it or leave it! Took it and went to Customer service, where I got the same treatment from the people there.

Went to checkout and got the "how are you doing today?" Told the young lady that I was a little upset about the attitude of the people and she smiled big and wide!!!!!! I said so you think that poor customer relations is funny??? She grabbed up a phone and in 15 seconds there were 2 goons to find out what the problem was. One was supposedly a "manager". HE finished checking me out and escorted me outside - where I proceeded to inform him I was tired of the decline of customer relations over the last couple of years. He assured me he would talk to the people - so I am going to hold my breath - someone call 911!!!!!! :eek

Dick & Jim sold controlling interest in Cabela's 2-3 years ago, and service has gone downhill since.

P.S. - as an aside, I had to help another upset customer find the size Rapala lure he was looking for, because all the "fishing" help was in a circle trading whatever??????