Earlier this month, I had an exceedingly poor experience at Bill's Gun Rack in Kernersville, NC. I sent the owner a written letter informing him of my experience. Since then I have spoken with several others who have had similar experiences at this store. If it were just this one incident alone, I would be inclined to write it off as the guy having a bad day, but given that others have had similar experiences we have decided to no longer patronize them. Since it has been several weeks and I have received no reply, I have decided to share my experience with the group. Below is the letter I sent:
Noway2
I hate you had a bad experience. I generally get good service there, but I will admit I had to make 2-3 purchases with them in order to get in the "click" or whatever you want to call it. It probably doesn't help me that I am a younger person who looks pretty young, but once they discovered I'm actually a serious customer my service improved. I'm not advocating this is the way it should be, but from talking to others it seems to be the case.
With respect to the gentleman you dealt with, I have encountered both sides of him. I was the only person in the store once and bought a used glock 23 and had great service. The other day, though, I was in there when the store was busy and he seemed annoyed with the customers. I think it really just depends on how many people he is trying to help. Not the best customer service again, I realize.
Ultimately I go to the gun rack because they treat their "good" customers well, and they have good prices on used handguns.
Plus, in that area I haven't encountered great customer service. The shop closest to me, which I won't mention, treated me terribly even though I was spending quite a bit there on a weekly basis. As such, I went to where I personally felt appreciated, which is the gun rack.
The only really friendly store I have been to in that area, which sadly doesn't stock a lot of the guns I like is Colfax Gun & Ammo. Super nice folks, inventory is improving, but still not quite as good as what the gun rack generally has.
Once again, I hate they treated you that way, it isn't right, and it is pretty common from what I hear, but if you establish a rapport with them they tend to treat you well in my experience. I will say it sucks that they didn't reach out to you after your letter, and I can't blame you for not wanting to go back.
With respect to the gentleman you dealt with, I have encountered both sides of him. I was the only person in the store once and bought a used glock 23 and had great service. The other day, though, I was in there when the store was busy and he seemed annoyed with the customers. I think it really just depends on how many people he is trying to help. Not the best customer service again, I realize.
Ultimately I go to the gun rack because they treat their "good" customers well, and they have good prices on used handguns.
Plus, in that area I haven't encountered great customer service. The shop closest to me, which I won't mention, treated me terribly even though I was spending quite a bit there on a weekly basis. As such, I went to where I personally felt appreciated, which is the gun rack.
The only really friendly store I have been to in that area, which sadly doesn't stock a lot of the guns I like is Colfax Gun & Ammo. Super nice folks, inventory is improving, but still not quite as good as what the gun rack generally has.
Once again, I hate they treated you that way, it isn't right, and it is pretty common from what I hear, but if you establish a rapport with them they tend to treat you well in my experience. I will say it sucks that they didn't reach out to you after your letter, and I can't blame you for not wanting to go back.
I've been in that store a grand total of 1 time, and it will be the last time.
I went in while I was in the market for a Mossberg 930. My normal shop had no leads on where to find one as all his suppliers were out of stock with no clue about time frame for back order. My brother had purchased ammo and accessories there in the past and recommended them to me. In I went with the intent to place an order for the gun. I think I spoke to the very same person mentioned in the original post in this thread. I asked about Gun Rack's price on one and was informed that getting a price would take time that was he did not have at that moment. I hung around while my brother perused compact hand guns. After watching the gentleman for a few minutes while he moved from customer to customer, I asked if there had been any luck on getting that price for me. I was all but ignored. Oh well, too bad for Gun Rack since I ended up going back to my normal shop and placing an order for the gun which now resides in my bedroom. It took 2 weeks of waiting before even placing the order and another 2 weeks or so of waiting for delivery, but I got my gun and Gun Rack lost the sale on a $450 shotgun. I know it's not a big money gun but in times like these where folks like me don't have a heap of extra cash for guns, every sale to every customer should be made when the opportunity presents itself.
I don't know the owner, I don't know any of the sales people in Gun Rack and at this point I don't care to know any of them. I do not plan on placing a foot inside that door again unless circumstances become such that I have to.
I went in while I was in the market for a Mossberg 930. My normal shop had no leads on where to find one as all his suppliers were out of stock with no clue about time frame for back order. My brother had purchased ammo and accessories there in the past and recommended them to me. In I went with the intent to place an order for the gun. I think I spoke to the very same person mentioned in the original post in this thread. I asked about Gun Rack's price on one and was informed that getting a price would take time that was he did not have at that moment. I hung around while my brother perused compact hand guns. After watching the gentleman for a few minutes while he moved from customer to customer, I asked if there had been any luck on getting that price for me. I was all but ignored. Oh well, too bad for Gun Rack since I ended up going back to my normal shop and placing an order for the gun which now resides in my bedroom. It took 2 weeks of waiting before even placing the order and another 2 weeks or so of waiting for delivery, but I got my gun and Gun Rack lost the sale on a $450 shotgun. I know it's not a big money gun but in times like these where folks like me don't have a heap of extra cash for guns, every sale to every customer should be made when the opportunity presents itself.
I don't know the owner, I don't know any of the sales people in Gun Rack and at this point I don't care to know any of them. I do not plan on placing a foot inside that door again unless circumstances become such that I have to.
I've been in there a few times. I haven't bought a gun from them but I get powder, some loaded ammo, and the occasional magazine or stack of targets from them pretty frequently. I've caught a few crazy statements made to other customers here and there but it's only a few miles from my house so I just smile, make my purchase and head out.
I'm sorry to hear that you had a poor experience with The Gun Rack. I have done business with them for years and can attest that they won't be winning any J.D. Power customer service awards. Usually people complain about the owner, Bill. I've never had any problems that would turn me off to them, but I do agree that they are probably more friendly toward known customers.
In their defense, they are the only true gun store in Forsyth County, therefore, they are probably the busiest. They get a lot of what I call "nice en's" that come in the store, want to fondle everything, and then tell what they know about every gun in the store. I realize that is no defense for poor customer service. However, Bill is a businessman and doesn't get into the "chit-chat" and hangers-around that you see at a lot of gun stores. This just slows things down and interferes with the person that comes in with cash and permit in hand. If you noticed, there's no stools on the customer side of the counters.
As far as the trigger on the Ruger. Most of these dealers just want to sell what is in their display case. Most aren't going to tell you that the trigger on an LC9 is bad. That would hurt their sales. Now if it is a gun or brand that they don't carry, you might get some information about that pesky trigger. It's pretty much up to you to do your research before you go in to buy.
I can vouch for Colfax Guns and Ammo - they are one of the friendliest gun stores around.
In their defense, they are the only true gun store in Forsyth County, therefore, they are probably the busiest. They get a lot of what I call "nice en's" that come in the store, want to fondle everything, and then tell what they know about every gun in the store. I realize that is no defense for poor customer service. However, Bill is a businessman and doesn't get into the "chit-chat" and hangers-around that you see at a lot of gun stores. This just slows things down and interferes with the person that comes in with cash and permit in hand. If you noticed, there's no stools on the customer side of the counters.
As far as the trigger on the Ruger. Most of these dealers just want to sell what is in their display case. Most aren't going to tell you that the trigger on an LC9 is bad. That would hurt their sales. Now if it is a gun or brand that they don't carry, you might get some information about that pesky trigger. It's pretty much up to you to do your research before you go in to buy.
I can vouch for Colfax Guns and Ammo - they are one of the friendliest gun stores around.
I've purchased two handguns in the past four months and both times, I went to the Gun Rack while I was looking.
The first time I went in, I was new to shooting and I asked a lot of questions. I got the feeling that I was an inconvenience and they didn't really want to spend time educating me. I went down the road to Colfax Guns & Ammo, where I felt welcomed. I bought a S&W Model 64 and they got me to sign up for a CCW class. The second time I went in to the Gun Rack, I knew what I wanted and they were easier to talk to- they just didn't have the model I was looking for. I ended up buying a Sig SP2022 online.
In their defense, I have gone to about 15 gun shops in NC and the Gun Rack was not the worst. At the beginning when I was new at this, I asked a lot of questions and some of the people just didn't want to spend time educating me on handguns (with Colfax being the exception). As I got more experience and learned to talk the talk and knew more specifically about what I was looking for, my shopping experience has improved mostly everywhere, including my second visit to the Gun Rack.
The first time I went in, I was new to shooting and I asked a lot of questions. I got the feeling that I was an inconvenience and they didn't really want to spend time educating me. I went down the road to Colfax Guns & Ammo, where I felt welcomed. I bought a S&W Model 64 and they got me to sign up for a CCW class. The second time I went in to the Gun Rack, I knew what I wanted and they were easier to talk to- they just didn't have the model I was looking for. I ended up buying a Sig SP2022 online.
In their defense, I have gone to about 15 gun shops in NC and the Gun Rack was not the worst. At the beginning when I was new at this, I asked a lot of questions and some of the people just didn't want to spend time educating me on handguns (with Colfax being the exception). As I got more experience and learned to talk the talk and knew more specifically about what I was looking for, my shopping experience has improved mostly everywhere, including my second visit to the Gun Rack.
5 minutes away is Colfax Guns and Ammo. I can't speak highly enough about this place. Decent prices, good selection, hands on room for rifles/shotguns ect. The customer service I have received has been 100% top notch. Bought a G19 and ammo from them and try to swing in every couple of weeks just to see what is new or to fondle the guns I haven't seen before.
I go to the Gun Rack when I need to buy 9mm ammo at 11 bucks a box...and that's about it.
I go to the Gun Rack when I need to buy 9mm ammo at 11 bucks a box...and that's about it.
I have found that at the Gun Rack, if you are not ready to buy with cash in hand, they will treat you like an unwelcome guest... For that reason, when I was living in Kernersville, I rarely if ever went in there.
i don't see how that arrogant bunch stays in business, i'd rather pay more than deal with them
Pretty much my experience too. They act like they're doing you a favor selling you a firearm.
Kind of like buying a Philly Cheese Steak at Patsy's or Jimmy's.... you better have your money ready and know exactly what you want.
I have found the employees to be extremely lazy.
Once had an employee tell me she didn't have time to walk "way over there" to get me 9mm ammo that was behind the counter.
"Way over there" meaning about 10 feet.
Some other plump guy acted like the stool he was on was glued to his butt.... honestly looked like it was an effort for him to breath.
I have found a couple of gun stores that I like and don't need to go there again.
I've never really had a bad experience at the Gun Rack. I admit that I prefer the atmosphere at Colfax. But the Gun Rack is fine, I think. However, every time I've gone there and asked to handle several guns, I've gone in when there were hardly any other customers in the shop. If you go in when it's crowded, you're more likely to be overlooked or spoken to curtly. Not making excuses for them, but they've got to triage when it's busy, and they can hardly be blamed for wanting to spend the most time on the people who seem ready to buy. Even at Colfax, if you swing by on a Saturday when the store is bursting at the seams with customers, you're not likely to find the guys want to have a long BS session with you.
I have bought a few guns and alot of ammo from there......only really had one experience I wasn't very happy with though. I bought a rifle from a dealer in Texas online. I used the Gunrack as my FFL to do my transfer. Well, a few days went by and I had issues with the place in Texas.....said the rifle had a failure to feed issue....and they were correcting it before shipping it. Said it would be 2 days....I was fine with that. A week by, and I called the place in TX again and spoke with somebody that obviously was clueless.....said they were still correcting issues on the rifles. Well, another week and I called again to see what he holdup was and request a refund if they hadn't shipped it yet. They said it was shipped 3 days after they spoke with me the first time. I called Gunrack.....yep, sure enough my Gun had been sitting there for over a week and a half.... and nobody bothered calling me or anything. Last time I used them for a transfer.
I've always been treated good there. I don't really chat much though, I usually know know what I want to get in and get out. When I bought my first firearm I went in there on an off day morning - Bill probably spend 30-45 minutes helping me. But... Maybe only one other customer came in during that time, so it was no big deal. Bill and Sandra know me by name and I feel like I get treated fairly. But... I will say they know I'm usually going to buy something. I've even asked about a certain product - Butches Bore Shine. Next time I went in he was stocking it. If you want to shoot the breeze all day - it's not the place to go.
Colfax Guns and Ammo is a much more friendlier shop, and their prices are good too. Feels like a real Family owned business.
Colfax Guns and Ammo is a much more friendlier shop, and their prices are good too. Feels like a real Family owned business.
If you find yourself in the Wilkesboro area, take time to find and visit Ed & Dale's Sports. Really truly nice folks and a tremendous selections of guns, gear, ammo & reloading supplies.
I guess I'm different, I've heard complaints before but I have never had a bad experience at The Gun Rack. I have bought probably 8 or more guns there but I promise you Bill does not remember me because I will go months between visits or pruchases yet he has always treated me well. Personally it is the first place I go to when looking for a gun.
As I've noted in other comments about The Gun Rack, it isn't a place to go and shoot the crap -- and Bill isn't Mr. Personality. On the other hand, I've found their prices to very good, and often -- when I did want to do a trade in (something I seldom do) -- I got a fair price. (I bought one Beretta 96 from them, and sold it back to them a year later for $50 more than I paid for it...)
I've been to the Colfax shop once. I walked in when three employees were eating Subway sandwiches and they were so involved in their sandwiches and discussion, they didn't even say hello. I walked around and looked at the guns on display, and left. Nobody asked me anything, etc. Didn't seem a bit more friendly than The Gun Rack. At The Gun Rack someone always asked if they could help. The last time there, I think Mrs. Dudley was the one who first greeted me. (That trip I was thinking about bulk ammo.)
I'll give the Colfax folks another try or two. Morris Firearms at the Shooter's Lodge is a lot closer to my place than either of the K'ville shops, and I find Catman a far more personable man to deal with -- and I think he knows more about the guns he sells than most employees in the typical gunshop.
I've been to the Colfax shop once. I walked in when three employees were eating Subway sandwiches and they were so involved in their sandwiches and discussion, they didn't even say hello. I walked around and looked at the guns on display, and left. Nobody asked me anything, etc. Didn't seem a bit more friendly than The Gun Rack. At The Gun Rack someone always asked if they could help. The last time there, I think Mrs. Dudley was the one who first greeted me. (That trip I was thinking about bulk ammo.)
I'll give the Colfax folks another try or two. Morris Firearms at the Shooter's Lodge is a lot closer to my place than either of the K'ville shops, and I find Catman a far more personable man to deal with -- and I think he knows more about the guns he sells than most employees in the typical gunshop.
Im sure Catman is decent...but the last time I was in there with my father he noticed a pistol he was interested in, asked a question and tried to start a dialog about it, and he barely looked up from his computer. We were the only ones there too.
Bottom line is that each of us could go into a shop and have a totally different experience. But for me personally, the rotund subway suckers have always treated me and mine like a juicy meatball and treated us well.
Bottom line is that each of us could go into a shop and have a totally different experience. But for me personally, the rotund subway suckers have always treated me and mine like a juicy meatball and treated us well.
This^^^^ all day, every day and twice on Sundays.
I had the same experience at the Gun Rack and I was buying a revolver with my wife. The only reason I bought there is she wanted it and the price was right (and nobody else was carrying that model in stock at that time).
I have been into Colfax 5 or 6 times and have always had a pleasant experience, even when I didn't have a dime in my pocket and just wanted an opinion on something.
LOL..the OP's experience sounds like my typical visit to a typical gun shop. Add in the part where they talk to me like I know nothing about guns and you'd be spot on.
Don't take it personal and realize that most shops are staffed with folks who know very little about what they sell.
Don't take it personal and realize that most shops are staffed with folks who know very little about what they sell.
This is so true.....
It also applies to several "manufacturers" who get $8.00/hr employees to "assemble" their stuff.... No formal mfg.knowledge/experience, No Training, No QC. No Armorer skills at all.
As always... "Caveat emptor"
So I wonder, do you think it is a stereotyping thing? Kinda like college kids at a car dealership?
Or is it that you are a giant and you scare people?
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