Last Friday, I purchased a scope at Cabela’s. I received some really useful information from one of the sales guys there who was hanging about the scopes. Although I think he didn’t take my ambitions seriously, and why should he, he doesn’t know a thing about me; he was very helpful. I ultimately had a scope in mind, but I listened to all of his information since he let me know he was a designated marksman. I went ahead and purchased a Leupold Mark 4 LR/T M1 Scope in 4.5×14 w/ 50mm objective. The scope was installed and I was given the box and I placed my receipt within it. I went home, and upon getting up the next morning, I went to my father’s house where there are clear lines of sight high up. I noticed that beyond 9x, the scope was fuzzy with targets. This concerned me. I couldn’t do much about it at the time as i was busy helping my father hand load some rounds. I work nights, and so caught up on sleep and Tuesday (22nd) I went out to Cabelas and got the scope looked at.
“Parallax Focus is broken, doesn’t seem to do anything.”
Right, that’s kind of why I’m in the store. I could have told you it was broken, but you didn’t ask. I did write it down on the form which had a section for notes. The people were very polite, but there was something incorrect about the way this situation was unfolding. I could tell. They suggested I send the scope to Leupold to have it fixed, or (long pause) I could exchange the scope; however, I would need the box and receipt. Luckily, I brought those items with me for just such an occasion. I mean I’d only had the scope for a couple days and never fired a shot from the rifle. Needless to say I wasn’t pleased, but I didn’t clown at the store. I simply waited for them to replace the scope.
Well, apparently I had to talk to a manager, after the man said the serial number on the box didn’t match the serial number on the scope. Although this didn’t make a lot of sense to me I waited for them to come back with a new scope on my rifle and everything be in working order. But wait! That’s not the way life works for me. Apparently, it was explained to me by Bruce, a manager inside the gun section of the store, that the scope was a counterfeit. I didn’t understand how this had anything to do with me, but I was told that they weren’t going to exchange the scope, and that I wasn’t going to get my money back either, because they needed to do an investigation as to how the scope got on my rifle. Now, my response to that wasn’t pleasant. It consisted of me saying, “Oh wait, that’s easy. I know the answer to that one. Your people put it on my rifle.” He wasn’t terribly pleased, but he explained to me that they needed to forward this up to Corporate. Now, again, I’m confused as to how this is my damn problem. They put the scope on, and any review of the security footage would show that the scope I was escorted out of the building with by their staff on Friday, is the same scope that I walked back into the building with yesterday. Obviously I was missing some vital information. I left with my broken scope and now fairly useless rifle and started to leave the parking lot.
The more I thought about it though, the more it sounded like I was being indirectly accused of trying to defraud the company. This obviously pissed me off, and I got increasingly angry. As a result I marched myself back inside and went to the Customer Service counter and proceeded to explain this situation to the lady at the counter. I was visibly pissed off; we’re talking 1200 USD here, but I didn’t yell at her. It wasn’t her fault that some douche bags were trying to cheat me out of my money and/or scope.
In comes Brian from stage right. Brian thinks what I’ve explained sounds stupid. He’s going to club Bruce upside the head with my empty scope box. I’m becoming less displeased as we walk back to the firearms counter. My lessening rage turns into full blown nuclear fall out when Brian disappears into the back with Bruce and a coupel of other workers. Brian comes out and explains that this investigation needs to take place, and he continues to parrot what I was told by this manager, Bruce. Can’t exchange the scope, can’t get my money back until the investigation is completed. Well why do I have to hold on to the scope exactly? This seems like a store problem. They should be taking the scope and then giving me a new one, followed by them getting the issue resolved. I don’t need to be involved. Ultimately, dealing with this store has been a failure. It’s not like this was a 200 USD scope, this was 1200 USD. I want my fucking money back.
I go home and I immediately call the Customer Service number: 1.800.237.4444
I eventually speak to Cindy, who listens to what I tell her, and then asks for the store number register number, etc. She then puts me on hold and I’m there on hold for a long while. I was becoming upset, because I began to feel like I am once again about to get the shaft. Cindy comes back and explains that she spoke to her supervisor, and further they are both horrified at what has happened. This is a definite change in attitude from the retail location (store # 020 by the way). I listen with interest as she tells me that I should go back to the store with my rifle and scope, have them remove it and put another scope on there or face the wrath of some corporate Customer Service Managers. I told her that I lived pretty far away from the place and coupled with the fact that I work nights, I wouldn’t have time to accomplish this task. So she came up with a brilliant solution. She is having a new scope delivered to the store, and being held at the Customer Service desk for me. An associate will escort the scope with me to the gun counter where I will have the scope mounted and sighted. I will ensure that it’s working, and I will then take the broken scope back to the Customer Service desk where I will get my money back for having driven out to this place three times now, and for being treated like what amounts to a criminal by the retail store staff.
Cindy is awesome, and Cabelas should be happy to have her. I’m really pleased with how this resolution is being played out and I feel like I can take more business to this company. This is an example of being wronged and the company wanting to make it right. I take my shooting seriously, and intend to purchase more items from their store, now that this resolution is moving forward I feel I can buy in confidence. Congrats Cabelas, you’ve actually really impressed me. My family members and I will definitely continue to shop with you and recommend your company as a place to obtain associated gear. Thanks!
That's a good morning....
