Turners Outdoors Issue

[knucklehed]

First and foremost, I apologize if this is not the proper forum. My intentions are not to bash on Turners publicly, as I've contacted Rob at Turners via email last week and I've not heard back from him. I'm bringing this issue to Calguns to see if I'm in the right or in the wrong in the following scenario, maybe I can get an unbiased perspective.

I recently visited the Turners Pasadena store for the grand re-opening sale. My intentions were to look at the safes being offered. One of the salespeople there had brought a particular deal being offered for a Bushmaster BFC15 and receive an ISSC MK22 at no extra cost. The deal was advertised at $949.99. I was not particularly interested in that deal but the salesperson informed me that it would actually ring up to be cheaper than that, as she was able to apply an additional discount to the items. She informed me the BFC15 would actually be discounted to $700. I asked her several times if that was the final price, including the MK22, and she informed that yes, it was the final price and that also, it was the last one. I told her to go ahead and ring me up. The total rang up to $764 and some change. The receipt shows the BFC15 for the cash amount and the MK22 was rung up at $0.01. I DROS'd both weapons, paid in full and went about my way. I must also note that in the advertisement, layaway was not available, it must be paid in full. I complied.

Fast forward to my pickup date, a new salesperson handled me at the counter. She took my papers and informed that I still owed $330 dollars to complete the transaction. I informed her that this wasnt the deal I was offered, explained everything I just typed above. She said the previous salesperson made a mistake and that the deal was never offered at the additional discount given to me. I asked to speak to the manager and he informed me of the same. He informed me he was given 'additional help staff' for the grand re-opening sale and the particular salesperson that helped me was incorrect and the deal I was given would not be honored. He said the best he could do is give me the BFC15 at the price I paid but not the MK22.

I have receipts for both of the firearms, paid in full as previously mentioned. I'm just not sure where to go from here. Do I leave it alone? Do I just accept their mistake? Any advice or input is greatly appreciated.

Again, I'm not trying to bash Turners here, I emailed my story to their regional customer service agent, Rob. I have not heard anything from them.

**UPDATE **

I've updated this post to include the original receipt that shows paid in full, and the follow up receipt issued at time of pickup. The original receipt was printed on 2/22/15 and the second, showing the increase of $332, was printed 3/06/15, yet it does not show this date.

****UPDATE 2.0****

I Received a call from Turners this morning informing me of my options. I can return the Bushmaster for a full refund, or I can pay $332 and receive the ISSC. Their stance is that the sale price states $999.99 and thats the price of the combo deal. Regardless of the salespersons promise or my receipt clearly stating paid in full.

I've attached a copy of the original Ad.

*********UPDATE 3.0**********

I received a call this past weekend from Dustin, the store manager at Turners Pasadena. He informed that they will honor the original deal, and to come in and pick up the ISSC whenever is convenient for me. He noted that they will pay for all applicable fees, including a new DROS as the previous one has expired. He was very professional and courteous on the phone with me.

The saga has reached its conclusion! A VERY big thank you to Calguns for all the help in bringing this to a resolution. I know that without this forum the end result would most likely have turned out differently.

[Mitch]

Fast forward to my pickup date, a new salesperson handled me at the counter. She took my papers and informed that I still owed $330 dollars to complete the transaction. I informed her that this wasnt the deal I was offered, explained everything I just typed above. She said the previous salesperson made a mistake and that the deal was never offered at the additional discount given to me.

Normally in these threads I support the stores because in so many cases the OPs tend to whine about trivialities, but in this case (and as a business owner myself) I say Turner's needs to eat the mistake. It's not your problem the employee was not properly trained. You probably would not have made the purchase without the special (if erroneous) offer.

Businesses, like mine and like Turners, make mistakes all the time. When we make a mistake, we accept the requirement to make it right.

If I was the manager I would let the deal go through without a second thought. In fact, I'd probably have a few strong words for the second salesperson, suggesting that she can't expect customers to pay for the mistakes of other employees.

[walterSOBCHAK]

I would demand all my $ back.

[Oceanbob]

I am with Mitch. ^^^^^

You paid, you have the receipt, you DROSed both guns. Turners needs to deliver those guns to you.

[antiseen]

I would demand all my $ back.

Sounds like a reasonable compromise. If turners doesn't want to eat the loss on the 2 rifles, they can refund your money as well as dros.

[kayaker55]

You have a receipt. End of discussion. Turners needs to own up to their mistake, and call it day. Don't walk away from this one.

[JohnnyMtn]

That's messed up. I actually like Turners (except for the long waits in Reseda) and usually step up to counter the Turners bashers. But this is just poor and almost fraudulent business. You cannot do a sale like that and then change the terms on the customer after the fact. Isn't that like a bait and switch?

Turners - you need to step up and do the right thing here.

p.s. Turners in Ventura is and has remained an excellent place to shop.

[sl0re10]

First and foremost, I apologize if this is not the proper forum. My intentions are not to bash on Turners publicly, as I've contacted Rob at Turners via email last week and I've not heard back from him. I'm bringing this issue to Calguns to see if I'm in the right or in the wrong in the following scenario, maybe I can get an unbiased perspective.

I recently visited the Turners Pasadena store for the grand re-opening sale. My intentions were to look at the safes being offered. One of the salespeople there had brought a particular deal being offered for a Bushmaster BFC15 and receive an ISSC MK22 at no extra cost. The deal was advertised at $949.99. I was not particularly interested in that deal but the salesperson informed me that it would actually ring up to be cheaper than that, as she was able to apply an additional discount to the items. She informed me the BFC15 would actually be discounted to $700. I asked her several times if that was the final price, including the MK22, and she informed that yes, it was the final price and that also, it was the last one. I told her to go ahead and ring me up. The total rang up to $764 and some change. The receipt shows the BFC15 for the cash amount and the MK22 was rung up at $0.01. I DROS'd both weapons, paid in full and went about my way. I must also note that in the advertisement, layaway was not available, it must be paid in full. I complied.

Fast forward to my pickup date, a new salesperson handled me at the counter. She took my papers and informed that I still owed $330 dollars to complete the transaction. I informed her that this wasnt the deal I was offered, explained everything I just typed above. She said the previous salesperson made a mistake and that the deal was never offered at the additional discount given to me. I asked to speak to the manager and he informed me of the same. He informed me he was given 'additional help staff' for the grand re-opening sale and the particular salesperson that helped me was incorrect and the deal I was given would not be honored. He said the best he could do is give me the BFC15 at the price I paid but not the MK22.

I have receipts for both of the firearms, paid in full as previously mentioned. I'm just not sure where to go from here. Do I leave it alone? Do I just accept their mistake? Any advice or input is greatly appreciated.

Again, I'm trying to bash Turners here, I emailed my story to their regional customer service agent, Rob. I have not heard anything from them.

Legally I'm pretty sure California has some rules about honoring prices as marked (abet excluding customer / outsider based actions; like switching price tags).

So; it was the price.... and you paid it.... you have a receipt... you seem to have a lot of evidence that this was the price in the store that day. I can't see how they can win if you push the issue.

[codypaint77]

Legal and binding

Your receipt is a contract. They must honor that contract. All sales are final as they say. The sales person told you over and over this was the price. Last resort is to go to your nearest court and request paper work for a small claims case.

[knucklehed]

That's messed up. I actually like Turners (except for the long waits in Reseda) and usually step up to counter the Turners bashers. But this is just poor and almost fraudulent business. You cannot do a sale like that and then change the terms on the customer after the fact. Isn't that like a bait and switch?

Turners - you need to step up and do the right thing here.

p.s. Turners in Ventura is and has remained an excellent place to shop.

It definitely feels like bait and switch. My receipts show as paid in full. Nothing additional owed. I was completely confused as to why they were asking for more money at first.

[teg33]

Wait another week to hear from Rob, if Turner doesn't make it right for you, bring them to small claim court

[codypaint77]

After doing some research, it looks like a receipt maybe a contract. If the receipt states, "Paid in full" they have to honor the receipt, unless Turners has a clause that states mistakes concerning prices at the time of sale can be corrected at the time of pick up with firearms. If not, they have to honor the receipt and give you the merchandise. If they refuse, inform them of a small claims procedure and walk out.

[knucklehed]

After doing some research, it looks like a receipt maybe a contract. If the receipt states, "Paid in full" they have to honor the receipt, unless Turners has a clause that states mistakes concerning prices at the time of sale can be corrected at the time of pick up with firearms. If not, they have to honor the receipt and give you the merchandise. If they refuse, inform them of a small claims procedure and walk out.

Obviously I would prefer to handle this personally, without including the courts. Which is precisely why I emailed Rob directly with my experience. I waited a week for a response and when I didnt receive one, I brought it here for perspective.

I shopped extensively at Turners in the past, the Orange location is local to me and I've otherwise been a very pleased customer when dealing with them.

This whole experience has been disheartening. It ultimately feels like my business isn't worth their time and they are essentially willing to lose it, as well as all my friends and family who will not shop with them after this, over a lousy $330 dollars.

[Occams Rasor]

As a small business owner, if it is my mistake, I eat it.
Turner's can afford to make this right. Then you would
be writing how great Turners is.
BTW: My customers, love me and give us
positive feed back all the time.
Guess what, that leads to more customers.

[Mirac]

unless Turners has a clause that states mistakes concerning prices at the time of sale can be corrected at the time of pick up with firearms.

I would think that has to be written down somewhere on the Receipt and signed to at time of sale.

I'd be calling back and asking for all the phone numbers of the managers/supervisors/district managers/ owners to solve this.... if you want the guns.