"Express" checkout lane now in store

[dogcatcher]

Huge fail. I went to RifleGear this afternoon w/ my stepdad to buy a rifle. I walk in and take ticket #54 (now serving 26). I wait over an hour to get close to my number and when they get to 48, salespeople stop calling numbers for 30 minutes as they help 10 people with express lane sales. I saw at leasts one "express" customer being shown FN and DD rifles during their "express" purchase.

I can understand assigning a salesperson to an express register, but to have all available floor personnel helping small purchasers who just walked in the door before helping those who have been waiting an hour. Totally frustrating.

[shark92651]

Huge fail. I went to RifleGear this afternoon w/ my stepdad to buy a rifle. I walk in and take ticket #54 (now serving 26). I wait over an hour to get close to my number and when they get to 48, salespeople stop calling numbers for 30 minutes as they help 10 people with express lane sales. I saw at leasts one "express" customer being shown FN and DD rifles during their "express" purchase.

I can understand assigning a salesperson to an express register, but to have all available floor personnel helping small purchasers who just walked in the door before helping those who have been waiting an hour. Totally frustrating.

I can assure you we have never "stopped calling numbers" and put all sales persons on the express lane - there is only one register dedicated to the express lane so how would that even work? We are in pretty much a "no-win" scenario here. If a salesperson pauses between firearm transactions to serve the express lane for a few minutes, people complain that their number didn't get called. When people come in to purchase a quick item, they complain nobody is working the express lane

[dogcatcher]

I am a big fan of RifleGear and buy ALL my firearms there. I bought 4 firearms this month alone but I assure you sharky, SEVERAl of your staff stopped calling numbers for approximately 30 minutes while they helped 10 non-firearm transaction customers. They called out to these customers instead of calling numbers. I personally saw at least 3 employees helping "quick" transactions for customers not holding numbers. I am trying to bring it to your attention so it can be addressed. I was not the only number holder upset by this and waited over 1 1/2 hour to be called.

I would suggest ONE dedicated express register employee but I can assure you, I watched several of your salespeople call customers for quick "non-firearm" purchases instead of calling the next number.

As a customer that drives 50 miles and spends a lot of money at your establishment, I felt like a 2nd class citizen. Will this make me go to Turner's? Nope, but I thought there was room for improvement. I understand small purchases of ammo and cleaning supplies don't want to wait behind time consuming gun transactions, but having more than one salesperson skipping over number holders is not fair to those waiting for their turn.

[ripcurlksm]

I can assure you we have never "stopped calling numbers" and put all sales persons on the express lane - there is only one register dedicated to the express lane so how would that even work? We are in pretty much a "no-win" scenario here. If a salesperson pauses between firearm transactions to serve the express lane for a few minutes, people complain that their number didn't get called. When people come in to purchase a quick item, they complain nobody is working the express lane

I can assure you, most of the time the (great!) sales people are calling numbers not running the express line

For honest feedback, its reached a point where I won't come in if I'm not buying a gun FYI.

If you look at a store like turners they have people working a register near the door and then there is the gun counter. If you want to see a gun you talk to the counter, if you want to buy ammo, etc. you grab it and go to the register. I know Turners isnt anything like your store but having a dedicated register might be worth your consideration in the future.

I'm sure you do the math and know how much you make it gun sales vs accessory/ammo/etc sales... but if its a close margin, you would definitely get more walk in sales if you had an express register

Im definitely glad youre busy however!

[Riflegear]

I can assure you, most of the time the (great!) sales people are calling numbers not running the express line

For honest feedback, its reached a point where I won't come in if I'm not buying a gun FYI.

If you look at a store like turners they have people working a register near the door and then there is the gun counter. If you want to see a gun you talk to the counter, if you want to buy ammo, etc. you grab it and go to the register. I know Turners isnt anything like your store but having a dedicated register might be worth your consideration in the future.

I'm sure you do the math and know how much you make it gun sales vs accessory/ammo/etc sales... but if its a close margin, you would definitely get more walk in sales if you had an express register

Im definitely glad youre busy however!

We appreciate the feedback as we're always looking at ways of improving our customer service and overall customer experience.

[castgold]

Last month I waited an hour 45 for a buffer and spring I paid for online. This will help immensely.

[mr goodguy]

rifle gear fountain valley you guys are the best! everybody I talked to are courteous and very professional in there dealings. I can't believed I was in a gun store.I thought I was in a hospital everybody is so willing to help when you enter the door the first guy on the first booth will great you and asked if he can be of help.( WITH A SMILE ON HIS FACE) they will let you feel welcome to there store. ive asked if theres a gunsmith on site and was told there is. brought my rifle inside and was repaired in less than 10-15 minutes max.my gf wants to have her own handgun so she start asking questions, sure enough we were both listening to this guy(another guy from the store) telling my gf whats a suitable gun for her size,caliber and all that. bottom line is they are willing to spend there time to educate us(customers) if you have someone who is new to shooting this is the best place to come. no ego,no non sense store. ive been to a lot of gun store and this one is truly special. my gf even said she was scared when we went inside but the stress went away as soon as we both get in.thanks again! will be back soon,she will be buying her first handgun next time around. I also have used my rifle and It runs flawlessly

[ripcurlksm]

rifle gear fountain valley you guys are the best! everybody I talked to are courteous and very professional in there dealings. I can't believed I was in a gun store.I thought I was in a hospital everybody is so willing to help when you enter the door the first guy on the first booth will great you and asked if he can be of help.( WITH A SMILE ON HIS FACE) they will let you feel welcome to there store. ive asked if theres a gunsmith on site and was told there is. brought my rifle inside and was repaired in less than 10-15 minutes max.my gf wants to have her own handgun so she start asking questions, sure enough we were both listening to this guy(another guy from the store) telling my gf whats a suitable gun for her size,caliber and all that. bottom line is they are willing to spend there time to educate us(customers) if you have someone who is new to shooting this is the best place to come. no ego,no non sense store. ive been to a lot of gun store and this one is truly special. my gf even said she was scared when we went inside but the stress went away as soon as we both get in.thanks again! will be back soon,she will be buying her first handgun next time around. I also have used my rifle and It runs flawlessly

But whats this have to do with the express lane?

RG is a great shop and this isn't a pile on thread

[Head416]

I've been there 5 times in the last 6 weeks, and it's been great every time. Held handguns the first time, then a purchase, then a pickup, then bought a couple lowers, then picked them up. Had great interactions every time. My better half even commented that she was surprised at how friendly and engaging all the guys are. I saw the express line in action now and then, not manned constantly. I didn't have a problem with being bypassed when I knew I was there to have a 20 minute conversation and handle a bunch of guns. The only time I waited more than 15 minutes was picking up the morning after Christmas. Even then it was only 30 minutes.

I guess it's hit or miss on wait times and I've been lucky. But if you're hitting long waits I suggest coming back at another time.

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