Complain about a product or service

DiscountFirearms.com

Holly of Pullman, WA, writes (6/27/01):
On May 15, 2001 I sent two cashier's checks totalling $1230.00 to this company with an order form for two firearms. I had previously contacted the company to discover if the two guns were in stock. I was told that they were in stock and ready to ship.

Once my payment and shipping information was received, I called to inquire when the guns would be shipped to my local gun dealer. I was told that while one of the guns was in stock the other needed to be ordered and would take "no time". However, after several weeks and frequent promises that they were "sure" it would arrive any day, I notified Gary that I was upset. He immediately offered me a refund which I eagerly agreed to. He assured me that he would be sending me a refund "first thing tomorrow morning". That was June 15th.

I have contacted this company several times since that conversation, and have either been hung up on or been told that the refund is "in the mail". It is now June 27th I have yet to receive my $1230.00. I am currently investigated a small claims court grievance in my county to resolve the matter. Not only have I been repeatedly lied to, I was deceived when Gary told me the item was in stock prior to my order.

When I filed a complaint with the regional Better Business Bureau, I discovered that this company has an "unsatisfactory" rating due to several unanswered complaints in the last three years. I should have checked out the company before sending them such a large amount of cash. In conclusion, I sent a company (established for 17 years) $1230.00 for merchandise that I have never received and cannot seem to obtain a refund. I have copies of the firearms transfer paperwork, and copies of the cashier's checks. I also have accurate phone records of my dealings with Gary.

It's always better to use a credit card, as Holly has learned.

An update from Holly (7/3/01):
This is an update to a previous complaint. I had already written to Gary and let him know that he had until June 27th to remit my refund or I would begin small claims proceedings. In addition, I called the Douglas county Sheriff's office to discuss whether I had a criminal complaint.

Because this is a small community, and because he is a GUN dealer both the Douglas County Sheriff's office and the Roseburg City police were well aquainted with him. In fact, the office dispatcher of the Roseburg Police informed me that the lady I had talked to when I called who claimed to have nothing to do with the business and could only take messages for Gary was in fact, HIS MOTHER!

I requested that both departments visit Gary and advise him the to keep my $1230 was a criminal offense according to Oregon law. On Thursdy June 28th, I received a phone call from Barbara (Mommy) that she would be sending me a check priority mail that day! Evidently, they didn't like the visitors I had sent. My check arrived today (July 2nd) and although it was sent by regular mail I am happy to have received payment. However, before I celebrate I will wait for the check to clear the bank.

I firmly believe that if I had sat idly by and waited for these folks to refund my money I would have received nothing. Instead, I was aggressive and yes I harrassed them a little. I would call sometimes a hundred times a day (yes it did take hours) and I would leave messages that explained that it would just be easier for them to pay me than to deal with me all the time. Finally, all the different tactics did succeed in getting me my money back. Now I'll just hold my breath for 5 days and wait for the bank's call that it bounced. Geez, I hope NOT!

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