Response from The Grant Boys to “Worst. Customer. Service. Ever.

[GrantBoys]

info@grantboys.com

[VeryCoolCat]

Several of the things don't add up though, it wasn't just this specific person who had a problem with the store, which means they couldn't all ahve been ATF agents.

As for the fact that no buisness is perfect and trying to keep everyone happy is hard, Ade's and Tenpercent do a good job at that. So thats just excuses. Yes, eventually you do get a customer pissed off over something, but the fact nobody there even tried to rectify that seems like some of the folks there need to go through a courtesy seminar.

You also mention that you know when he came in... which would mean that you should of been aware of what was going on and could have easily noticed an employee being obviously rude or unhelpful.

[big jon]

I gave up on G.B. in the late 80`s when I saw them on the news jumping on the AW ban! haven`t been back since. Too bad I started going there when I was 16.

[PIRATE14]

HHHHMMMM.....ATF is watching these boards...........

[CavTrooper]

HHHHMMMM.....ATF is watching these boards...........

Wonder what thier position is on the issues of this State? Mr. ATF agent.. care to speak?

[h.bowman]

Randy:

Just saw your response and appreciate the time you put into it. As one of the other members said, if you guys saw what was going on and my reaction, it should have been addressed. But overall your explanation is very plausible and I accept it as sincere.

That being said, as I stated above I do appreciate your response and may give you guys another chance sometime in the future.

Best Regards,

h.bowman

Oh, as for my complaint, I don't intend to post anything further regarding the incident. That is has been brought to your attention is enough so that hopefully your guys are more attentive in the future. And your response was posted at Front Sight by one of the members and this post addressing your response was posted.

And I do want to apologize for not bringing this to you directly, however, I don't know who you are, and I assumed you were one of the men behind of the counter ignoring me and treating me like I didn't exist. I don't know if my assumption was wrong, as you admit you were there, so it could have been you behind the counter that I felt was not treating the customer properly. It would never occur to me to ask someone behind a counter if they were ATF, and I think it is reasonable to assume when you walk into any establishment that the people behind the counter are representatives of that establishment.

[Kestryll]

This sounds more like an individual Agent reading on his own time then an 'Authorized Viewing' or whatever you'd call it.

It should be no surprise at all that however. We've known for many months at least that the DOJ not only reads here but references us to National anti-gun lobbyists.

As for the response by Randy, I've never been to his store and have no opinion either way but I'll tell you this. Stepping in to the poopstorm, giving an explanation and an apology knowing you'll likely be blasted takes guts and is not something you do when you don't care.

Like I said, no real opinion either way but I'll give points for the response.

[rivviepop]

I have nothing to do with this issue but do appreciate when any business takes the time to enjoin a conversation on the message boards we users frequent. So regardless of the outcome of this snafu - thanks for coming here to work out the issues. Everyone wins.

[MrTuffPaws]

DAMN YOU ATF! First you take all of the fun things away, and now you're destroying our shopping experience!!!!!

[h.bowman]

I just called Randy and had a lengthy discussion about the situation. He seems like a great guy and we have concluded, as discussed above, that I didn't encounter Grant Boys employees on my quest to view guns, even though as a consumer there was no way for me to know that. The three men I encountered were dressed down and appeared to be totally in charge of the gun counter. I assumed they were owners/management, and rightfully so. I mean, who would ever walk in and think such men were ATF doing an inspection? Anyway, I appreciate his time on the phone, his understanding, and his efforts in discussing the situation.

I feel terrible having said anything at all now. Its not right for a routine, random inspection of your inventory to create a situation that allows customers to leave upset. When I made my complaint to the one man, he probably should have told me that they didn't work there. A simple comment like that would have totally prevented this thread, the other thread, and my feeling like an unappreciated customer. I realize that ATF guys may not want to identify themselves as ATF, but still, Grants (or any other gun store where this can happen) takes a hit because of mistaken identity, and that sucks.

In the end, I think we all learn a lesson from this situation, whether we are a customer, clerk, store owner, or government employee doing a routine inspection.

[jmlivingston]

Welcome, Randy!

This sounds more like an individual Agent reading on his own time then an 'Authorized Viewing' or whatever you'd call it.

I know one agent, when asked why he joined the ATF, replied something to the effect: "Booze, Cigarettes, and Guns - My three favorite things, why wouldn't I?"

As for the response by Randy, I've never been to his store and have no opinion either way but I'll tell you this. Stepping in to the poopstorm, giving an explanation and an apology knowing you'll likely be blasted takes guts and is not something you do when you don't care.

Like I said, no real opinion either way but I'll give points for the response.

That's for sure! What Randy has said here puts him a big step up in my eyes. He seems to genuinely care about his customers, I may stop in sometime in the near future just because of the gentlemanly way he's presented himself here in light of the situation. I'll admit that I'm one of they guys who've been into his store and left un-impressed; but it's been a few years ago and my knowledge of firearms and all things associated has appreciated significantly since then. (Thanks to all you members here!)

As a member and a moderator here at CalGuns, I do want to extend a welcoming hand to you (as to any CA dealer!) willing to contribute to the discussions we have here. I sincerely hope that you stick around the forum here, and can become a part of our community. We have a number of other dealers who participate here from across the state.

As an established community of firearms owners we have pushed the CA Department of Justice pretty hard; especially in regards to the recent Off-List Lower movement which has started to flood California with AR-style receivers. We also made a dent in recent California politics, as last year we truly "lit up the lines" of our state assemblymen and senators when it came down to crunch-time to kill some of the bad laws they were trying to pass last year. Even the NRA sat up and noticed us, as we've become a vocal grassroots movement protecting our 2nd Amendment rights.

So welcome to our community!

John

[Stormfeather]

WOW! I just had this same experience in Elk Grove at the Gun Room. I guess that the Beer, Blunts, & Bangstick gang was doing their inspection there this week as well. Only difference was that I know all the staff there and immediately knew what was going on when I saw pretty much the same thing.

My congrats go out to Grant Boys for stepping up to the plate, takes a big man to say he was wrong, especially in the business sector. But as we all know, all it takes is one dissatisfied customer to tell 10 people who tell 10 people who tell. . . . .you get the idea. From what ive read, he sounded very sincere, and willing to make things right. Gotta be something said for that! I say give the guy a chance, ya never know. Sometimes it takes a wakeup call like this for business owners to realize that something is wrong, Status Quo isnt what keeps a business afloat, and Constant attention to your clientele base is only one step. Sounds like its time to kick a few employees in the gluteous maximus and get them to step up their game. With the advent of the internet, you can gain 25 new customers or LOSE just as many by one bad experience. Hopefully with this experience, you will have gained a few new customers to add to your new clientele list!

Good Luck & Semper Fi
Bill Stormfeather

[ghostwong]

I did a PPT at Ammo Brothers abouit a month ago. Business was stacking up and help was running around like crazied chickens. When the sales person did help me, he stated "He was sorry to make me wait" and that He was "shorted on staff today" because the other people were getting ready for a ATF audit the next day!

On a side note My dealer called me today and stated he need a another copy of "the proof of residency". He also stated that the ATF was going to audit him next week.

The bottom line is, If they tell me what is happening I'll be understanding and go from there. If jerk me around, and treat me bad, expect no business, and I'll tell my Cal Guns friends about it.

A few seconds to say, "I'll be with you as soon as I can" goes a long way!

[Californio]

In the old days B&B Sales had a "Take a number" deal on the wall. You took a number and then looked around until it was your turn, the sales guy was yours then and you could look at what you wanted. My local butcher shop does the same thing. Small stores could benefit from using that system when it gets busy.

When I did Financial Audits, in another lifetime, we came in unannounced, properly dressed in suit and tie, found the Manager and handed over our audit letter. Started to grab teller drawers and records without telling the employees who we were, its part of the Audit game, we worked for the Board of Directors and everyone was suspect, a pain but necessary. Found a few Managers with IOU's in the safe and cash drawers that did not balance. I would have thought at least one Manager type should have been out with the agents, covering the counter but maybe its not allowed.

[tankerman]

I have been going to Grant Boys since I was a kid more than 30 years. I support local business. They may not have the best gun selection, but they will order what you want, the camping and fishing gear selection is OK. The have great parking lot sales and you can find good deals on work and outdoor clothing.

If you go to any shop long enough eventually you will have a bad expirience, at GB the good far outweigh the few negative times. I do feel a little betrayed after reading Big John's comment about GB jumping on the Assualt weapons ban band wagon, I was not aware of their politics regarding personal freedoms. I will have to re-evaluate my my relationship with regards to continuing patronage, which is a real shame because they are one of the few reminants of what OC used to be. I hope GB takes this opportunity to show where they stand on this issue.