Beware...of Gander Mountain Online

[HDKorp]

I've had one of the worst experiences with an online order!

First, I research online for the shotgun I want. I find a used one on Gander's site. It's a Remington 870 Super Magnum Combo 12 Gauge Pump. It includes a Slug Barrel and Scope.

Trip/Phone Call #1 - Sunday 9/15/13 (evening)
So, I go in to Gander's Firearms Superstore in Merriville, IN to see what new/used they might have in stock. I decide that I really like the one available online. I also bought a used handgun at the same time. The handgun was purchased at the store, but the shotgun needed to be called in. While making the handgun purchase, the associate made the call for the shotgun, then handed me the phone to give details and credit card. Since I live in Illinois, both had to be shipped to a local Gander Mountain, which was Joliet, IL. The Joliet store would do the final paperwork and background check.

Phone Call #2 - Wednesday 9/18/13 (midday)
I called the Joliet store and asked if the firearms arrived. Only the handgun was there. So, I figured since the handgun has a 3-Day waiting period versus the shotgun's 1-Day, I would go and do the paperwork after work. This way I could pick both firearms on Sunday, and then test them out.

Trip #2 - Thursday 9/19/13 (morning)
I arrive when the Joliet store first opens. I checked over the handgun and filled out the needed paperwork and left. I had other errands nearby and when I was done, I called the Joliet store back just to see if the shotgun was delivered yet. It was.

Trip #3 - Thursday 9/19/13 (midday)
I arrived back to fill out the needed paperwork for the shotgun. As I was filling out the paperwork, the associate brought out the shotgun. I told him that there is also a Slug Barrel and a Scope that belongs with it. The associate said that the additional barrel and scope were not shipped with the shotgun. I was not happy! I left the shotgun at the store until the barrel and scope arrived.

Phone Call #3 - Thursday 9/19/13 (midday)
While in the store, I called Gander's 800 number to find out what happened. The person at the 800 number offered me a full refund or the option to wait for the Greensboro store to locate the barrel and scope. I said I wanted the shotgun, since it had all the options I wanted (vented shell barrel, vented slug barrel, scope, thumbhole grip, Mossy Oak Bottomland color). He said that he would message the store regarding the barrel and scope. He also said I should give the store at least 1 business day to research what happened before I call back. I then asked what store it came from, since I thought it was coming from a central warehouse. I was told it was the Greensboro, NC store.

Phone Call #4 - Thursday 9/19/13(midday)
I called the Greensboro, NC store directly. After explaining what I was calling for, the barrel and scope were found and they would ship them out via FedEx Ground today. I asked if they could be shipped Next Day Air since it was their screw-up and I wanted to use the shotgun this weekend. The shipping manager relayed that she would do so and call me back with a tracking number.

Phone Call #5 - Thursday 9/19/13 (midday)
The Greensboro shipping manager called back asking what brand/model scope came with the shotgun. I told her I was not sure. She then said she would research it before shipping it out today. I reconfirmed that she would call back with a tracking number.

30 mins after the Greensboro store closed, I realized that I was never called back with a tracking number.

Phone Call #6 - Friday 9/20/13 (morning)
I received a call from Gander's Call Center. I was informed that the barrel and scope would definitely ship out today and the Joliet store would receive it on Monday. I said that when I called the store the day before, I was told it was to be shipped to arrive today. The call center person was surprised since he just got off the phone with the shipping manager. He was told by the Greensboro shipping manager that she would ship them today for delivery on Monday. He said he would call me back after talking to the shipping manager. He also said there have been numerous issues with the location in regards to shipping out proper and complete orders.

Phone Call #7 - Friday 9/20/13 (morning)
The call center calls back saying that the shipping manager never shipped the barrel since no scope could be located. The call center person then again offered a full refund. I said I wanted the shotgun. Since the scope was not found, he said he would give me a slightly upgraded scope at no additional charge. The scope would come from another location. He confirmed both the barrel and scope will be shipped today for delivery on Monday.

Trip #4 - Sunday 9/22/13 (morning)
I went to the Joliet store to pick up the handgun, so I could try it at the range since the barrel and scope wasn't due until Monday. While in back locating the firearms, the associate had difficulty finding the shotgun. I decided that I would take it home so it would not be misplaced. I informed the associate about what was happening.

Phone Call #8 - Monday 9/23/13 (evening)
I call the Joliet store to confirm the delivery of the barrel and scope. They were both delivered.

Trip #5 - Tuesday 9/24/13 (morning)
I go to the Joliet store to pick up the barrel and scope. I left the shotgun at home. The associate brought out the barrel and scope. The mounting hardware for the scope was missing. The manager was called over and was told what happened so far. She told the associate to pull a set of mounting hardware off the shelf for me at no charge.

When I get home, I decide to install the scope on the slug barrel. I go to swap barrels...it does not fit. I try again. It does not fit. I try yet again. Still, it does not fit. I then go on YouTube for a video on how to swap barrels, just in case I was doing something wrong. I was doing it correctly. I then notice that the "break" on the shell barrel and the slug barrel are at different lengths. The "break" on the slug barrel is 4" longer. I'm thinking either that this is the wrong barrel or a part is missing.

Phone Call #9 - Tuesday 9/24/13 (morning)
I call the call center again. I explain again what happened. It happened to be the same person I talked to on Friday. He said there are 3 things he could do: give a full refund, offer a $100 gift card and call it even, or message the Greensboro store to research for the correct barrel. I said I still want the shotgun and the $100 gift card would not even cover half the cost of a replacement slug barrel. He then said to allow 5-7 days for the Greensboro store research what happened to the barrel.

Phone Call #10 - Tuesday 9/24/13 (midday)
I called the Greensboro store and ask for the store manager. He is on vacation. The associate manager asked if he could help. I told him the whole story. He said he happened to discuss this event this morning with his staff. I asked him what can be done. He said that since it was a used gun and it was ordered online, there was not much he could do. He said that this store was just converted in to a Firearms Superstore 2 weeks ago.

So, here I am...unhappy with this whole online experience. As of right now, unless this gets resolved quickly...I don't know if I will ever set foot in another Gander Mountain.

Gander Mountain...The ball is in your court now.

Signed,
A Possible Future Ex-Customer

[dharbert]

I purchased my 870 from Gander Mountain in Amarillo, TX. The transaction went just fine, though I purchased a new one that was on the wall in the store. I haven't had any experience with them online. Hopefully it works out for you.

[HDKorp]

After posting this to Gander Mountain's FB page, I also looked for a corporate phone number or email address. Didn't find one, BUT...I did see the "Live Chat" button. So, I clicked on it. After asking for a corporate email or phone number, I did get a general number for "Home Base"...corporate.

I called the number and the first person that answered took my info and gave her email address so I could send her my novel. She said someone would get back to me.

After the call, I then searched online for the part needed...Blued 24" Fully Rifled Slug Barrel (with and without scope). The barrel/scope ranged $240-320/new. The barrel alone ranged $200-240/new, $150-200/used.

The next day, I received a call from the Regional Firearms Supervisor. He read my forwarded email and totally understood why I was upset. At this point, I just wanted this over. I agreed to a $150 credit back to my credit card.

I figured with the upgraded scope I already received, the extra cost beyond the credit needed to buy the barrel would brake me even. I would have spent more if I bought the "stock" model shotgun and upgraded the parts to match the one I originally bought.

Thank God this is finally over. What a PITA! I doubt I will order another firearm from Gander Mountain's site again.

[dharbert]

I'm glad they worked out a deal in your favor. I don't mind purchasing gun parts online, but I never purchase an actual firearm online. I'd much rather actually look at and hold one in a physical store before making a purchase.

If you no longer wish to do business (at least online) with Gander Mountain, maybe there are other retailers in your area who stock firearms. There may be a Bass Pro or Academy Sports near you. Even Wal-Mart sells some surprisingly good firearms. I recently purchased a Colt LE6920 SOCOM M4 from my local Wal-Mart. I didn't think they carried weapons of that quality, but apparently they do. They also had SIG 556's, Remington 700 rifles and an assortment of Remington and Mossberg shotguns.

[DaveC]

Quite the convoluted and unsatisfactory experience you've got there! I am glad that you finally got to talk to someone to make it right. Count me down as another person who really, really prefers to purchase in store or at a gunshow. I've been burned a couple times. Sight unseen, I've gotten an M44 Mosin-Nagant carbine that looked like it had been a fence post someplace in Siberia, a non-functional .22 rimfire--"Well sir, you should have read our fine print about all purchases sold 'as is'..." to which I replied: "Um, well, I did purchase in the apparently mistaken belief that it was a functional rifle" to which they replied I could trade it in for another... 2nd time it worked! Also, I got a rifle through an online auction and it turned up with a stock apparently "broken in shipment." Aggravating, lemme tell ya...

I've also had bad luck with new guns too... I've sent quite a few back under warranty to get "fixed."

As for big box stores, I've been to a Gander Mountain to look for Mosin-Nagant rifles, but the shop I went to was out. I did find some good bargains on close out gear! For years there have been rumors about a GM opening locally, and now it looks like it is finally gonna happen. I think my wife is afraid I'll be there every morning when they open to see if there's anything that I simply can't pass up!

I'd almost always rather go to an older, dedicated gunshop to make a purchase. even if I end up spending a bit more than at a chain retailer. The time I got a .22 rimfire at a big box store was more paperwork and grief than going to some exotic authoritarian country, lemme tell ya! On the other hand, I've not seen ANY good deals on anything lately, whether in a shop or at a show... The last few shows I've been to have really been disappointing--at least for me.

[HDKorp]

...to which I replied: "Um, well, I did purchase in the apparently mistaken belief that it was a functional rifle"...

I can't believe you expected them to send you something you could actually use.

Too funny!

[JeffCooper]

Damn - so sorry to read all this. On-line transactions can be hit or miss. It took Vang Comp over a YEAR to do their magic n my 870 Police Magnum. I was disappointed to say the least. Then just a couple weeks ago I bought a gorgeous S&W1911 Scandium from GUNS.COM. Affordable, fast, pain free...and a sweet handgun!
jc
PS - My Vang adventures are well documented in here if you get bored some night!

I've had one of the worst experiences with an online order!

First, I research online for the shotgun I want. I find a used one on Gander's site. It's a Remington 870 Super Magnum Combo 12 Gauge Pump. It includes a Slug Barrel and Scope.

Trip/Phone Call #1 - Sunday 9/15/13 (evening)
So, I go in to Gander's Firearms Superstore in Merriville, IN to see what new/used they might have in stock. I decide that I really like the one available online. I also bought a used handgun at the same time. The handgun was purchased at the store, but the shotgun needed to be called in. While making the handgun purchase, the associate made the call for the shotgun, then handed me the phone to give details and credit card. Since I live in Illinois, both had to be shipped to a local Gander Mountain, which was Joliet, IL. The Joliet store would do the final paperwork and background check.

Phone Call #2 - Wednesday 9/18/13 (midday)
I called the Joliet store and asked if the firearms arrived. Only the handgun was there. So, I figured since the handgun has a 3-Day waiting period versus the shotgun's 1-Day, I would go and do the paperwork after work. This way I could pick both firearms on Sunday, and then test them out.

Trip #2 - Thursday 9/19/13 (morning)
I arrive when the Joliet store first opens. I checked over the handgun and filled out the needed paperwork and left. I had other errands nearby and when I was done, I called the Joliet store back just to see if the shotgun was delivered yet. It was.

Trip #3 - Thursday 9/19/13 (midday)
I arrived back to fill out the needed paperwork for the shotgun. As I was filling out the paperwork, the associate brought out the shotgun. I told him that there is also a Slug Barrel and a Scope that belongs with it. The associate said that the additional barrel and scope were not shipped with the shotgun. I was not happy! I left the shotgun at the store until the barrel and scope arrived.

Phone Call #3 - Thursday 9/19/13 (midday)
While in the store, I called Gander's 800 number to find out what happened. The person at the 800 number offered me a full refund or the option to wait for the Greensboro store to locate the barrel and scope. I said I wanted the shotgun, since it had all the options I wanted (vented shell barrel, vented slug barrel, scope, thumbhole grip, Mossy Oak Bottomland color). He said that he would message the store regarding the barrel and scope. He also said I should give the store at least 1 business day to research what happened before I call back. I then asked what store it came from, since I thought it was coming from a central warehouse. I was told it was the Greensboro, NC store.

Phone Call #4 - Thursday 9/19/13(midday)
I called the Greensboro, NC store directly. After explaining what I was calling for, the barrel and scope were found and they would ship them out via FedEx Ground today. I asked if they could be shipped Next Day Air since it was their screw-up and I wanted to use the shotgun this weekend. The shipping manager relayed that she would do so and call me back with a tracking number.

Phone Call #5 - Thursday 9/19/13 (midday)
The Greensboro shipping manager called back asking what brand/model scope came with the shotgun. I told her I was not sure. She then said she would research it before shipping it out today. I reconfirmed that she would call back with a tracking number.

30 mins after the Greensboro store closed, I realized that I was never called back with a tracking number.

Phone Call #6 - Friday 9/20/13 (morning)
I received a call from Gander's Call Center. I was informed that the barrel and scope would definitely ship out today and the Joliet store would receive it on Monday. I said that when I called the store the day before, I was told it was to be shipped to arrive today. The call center person was surprised since he just got off the phone with the shipping manager. He was told by the Greensboro shipping manager that she would ship them today for delivery on Monday. He said he would call me back after talking to the shipping manager. He also said there have been numerous issues with the location in regards to shipping out proper and complete orders.

Phone Call #7 - Friday 9/20/13 (morning)
The call center calls back saying that the shipping manager never shipped the barrel since no scope could be located. The call center person then again offered a full refund. I said I wanted the shotgun. Since the scope was not found, he said he would give me a slightly upgraded scope at no additional charge. The scope would come from another location. He confirmed both the barrel and scope will be shipped today for delivery on Monday.

Trip #4 - Sunday 9/22/13 (morning)
I went to the Joliet store to pick up the handgun, so I could try it at the range since the barrel and scope wasn't due until Monday. While in back locating the firearms, the associate had difficulty finding the shotgun. I decided that I would take it home so it would not be misplaced. I informed the associate about what was happening.

Phone Call #8 - Monday 9/23/13 (evening)
I call the Joliet store to confirm the delivery of the barrel and scope. They were both delivered.

Trip #5 - Tuesday 9/24/13 (morning)
I go to the Joliet store to pick up the barrel and scope. I left the shotgun at home. The associate brought out the barrel and scope. The mounting hardware for the scope was missing. The manager was called over and was told what happened so far. She told the associate to pull a set of mounting hardware off the shelf for me at no charge.

When I get home, I decide to install the scope on the slug barrel. I go to swap barrels...it does not fit. I try again. It does not fit. I try yet again. Still, it does not fit. I then go on YouTube for a video on how to swap barrels, just in case I was doing something wrong. I was doing it correctly. I then notice that the "break" on the shell barrel and the slug barrel are at different lengths. The "break" on the slug barrel is 4" longer. I'm thinking either that this is the wrong barrel or a part is missing.

Phone Call #9 - Tuesday 9/24/13 (morning)
I call the call center again. I explain again what happened. It happened to be the same person I talked to on Friday. He said there are 3 things he could do: give a full refund, offer a $100 gift card and call it even, or message the Greensboro store to research for the correct barrel. I said I still want the shotgun and the $100 gift card would not even cover half the cost of a replacement slug barrel. He then said to allow 5-7 days for the Greensboro store research what happened to the barrel.

Phone Call #10 - Tuesday 9/24/13 (midday)
I called the Greensboro store and ask for the store manager. He is on vacation. The associate manager asked if he could help. I told him the whole story. He said he happened to discuss this event this morning with his staff. I asked him what can be done. He said that since it was a used gun and it was ordered online, there was not much he could do. He said that this store was just converted in to a Firearms Superstore 2 weeks ago.

So, here I am...unhappy with this whole online experience. As of right now, unless this gets resolved quickly...I don't know if I will ever set foot in another Gander Mountain.

Gander Mountain...The ball is in your court now.

Signed,
A Possible Future Ex-Customer