Complaint: Express Checkout

[Nguyen]

Hey RifleGear,
I've made a thread a few months ago talking about how I've waited 30mins to just grab a small part... even though I was in the express line waiting... I got a quick reply from one of the workers and thought the problem has been solved. Fast forward to today, I stopped by riflegear after work with a few friends, pulled a number (45, cause i knew this was going to happen again), and proceeded to the express line. 38... 39... 40.... 41... Then 30 minutes later the person called 44. I'm like what the heck! Whats the point of having a express line. This is stupid. Then a young gentleman asked me if I was looking for small parts. He was very helpful. Hes a skinny Asian fella.

So anyways, you guys really need to fix this problem. Either have someone ask for small parts every 5-10 minutes or have a dedicated worker working @ the express line. I know many people who rather go to OC firearms or OC armory just to avoid the riflegear line. I know you guys have top notch customer service, but at least fix this small problem. Theres a guy behind me also waiting for small parts. Theres been times where I waited hours to do Dros paper work and see a guy get called after me and all he wanted is a lower parts kit.

*I'm sorry, I will no longer go to your store to buy small parts until this problem is fixed.

http://www.calguns.net/calgunforum/showthread.php?t=922169

tl;dr: Express Line does not exist @ Riflegear. Just have one employee working @ the express lane. Problem solved.


*Results may vary




Edit: Also, just a suggestion.. Have another section for firearms pick up. My friend waited 2 hours to pick up his gun and he said most of the people who got called before him just wanted to look at guns.

[shark92651]

Trust me, we feel your pain. I think part of the problem is that once the express lane is cleared out that the next available sales person may be going directly to the next number rather than checking to see if anyone is waiting for express lane. I will talk with the sales manager to make sure the next available sales person is checking on the express line prior to calling the next number.

Unfortunately, it just takes a long time to purchase and sign out a firearm in California. The amount of paperwork and processes they keep heaping on us really slows down the entire transaction - especially right now when so many people are purchasing SSE guns (which involves even MORE additional steps) before the end of the year when it will be going away. The volume of SSE sales we are processing right now is also slowing things down in the store, but that should change after the new year.

You also may want to consider just ordering small parts online. It usually only takes about 1-2 business days for us to get orders out and they should deliver to local customers after only 1 day in transit. Yes you have to pay for shipping, but it is a way to avoid the wait.

Another suggestion is to just speak up if you are waiting at the express lane and it appears that nobody is working it. I'm not trying to put the responsibility on the customer, but we get super busy and our sales associates may be focusing their attention in other areas and can use a reminder. Nobody will be offended, just walk up to one of the sales associates and ask if any one can work the express lane next.

We hear you loud and clear and we will try to come up with some solutions to this problem the best we can. I appreciate you bringing this to our attention.

Regards,
David

[dousan]

I came to pick up my gunsmithed upper on a Saturday (about a month ago?), asked if express checkout was open.
Was told not on that day.

I even said I'm only picking up my upper, no transaction money wise
45 minutes later, number was called. Done in 2 minutes.

[Nguyen]

Thanks for the quick reply David, but cant you just get 1 dedicated express checkout employee?

[Nguyen]

I came to pick up my gunsmithed upper on a Saturday (about a month ago?), asked if express checkout was open.
Was told not on that day.

I even said I'm only picking up my upper, no transaction money wise
45 minutes later, number was called. Done in 2 minutes.

If they just have one dedicated express checkout employee... we wouldn't be having this problem.

I have no experience running a business.. so I dont know how hard is it to have one employee running the express line.

[shark92651]

If they just have one dedicated express checkout employee... we wouldn't be having this problem.

I have no experience running a business.. so I dont know how hard is it to have one employee running the express line.

The problem with that is that we are not a normal retail store where you walk up, collect the items you want off the shelves, and then take them to a cashier that only needs to know how to scan bar codes and take payment. Most transactions require the employee to be pretty knowledgeable of all the products, where to locate them in the warehouse, what is compatible, firearms laws, etc... An employee with that kind of training can't just be sitting around waiting for the express lane to get another customer when the lane is empty. Once he isn't busy, he has to go help the next customer, and then they may get tied up for 30 minutes selling a firearm. This is why I think a rotation system utilizing all the sales guys is the best solution.

[shark92651]

I came to pick up my gunsmithed upper on a Saturday (about a month ago?), asked if express checkout was open.
Was told not on that day.

I even said I'm only picking up my upper, no transaction money wise
45 minutes later, number was called. Done in 2 minutes.

I don't like that response. I'll make sure everyone knows the express lane is to be open 7 days a week!

[EMR]

Complaint: Express Checkout

While I appreciate the large selection and knowledgable staff, I have to agree with the OP. I avoid having to go to you guys solely because of the wait for small parts. I understand that we could order online, but I could walk into a handful of other stores and be out in 10 minutes.

There does exist a small population of lost customers because of this (me for example). I guess at this point it's deciding what is more profitable as a business: higher staff costs to operate an express line to recoup the lost customer population or RG business as usual.

While I'd like to see a dedicated xpress line staff member, I'm assuming your business isn't really being hurt in the long run by this small lost customer population, and that explains why there hasn't been much of a change at all.

I recommend friends to your store all the time because of the selection and knowledge, but for me your store front is just too inconvenient.



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[Batman]

The solution should be pretty easy; One employee is the Express Checkout person. Give them a vest, baseball hat, or a bright T-shirt that's marked as such. If no one's waiting for express, they can take care of regular customers. If a customer walks in while they're helping another regular customer, then the customer can walk up and state they're there for small parts, since it's now obvious who that salesperson is. After they're done with the customer they're with, they immediately help the Express Checkout customer rather than calling the next number. Problem solved.

[ke6guj]

The solution should be pretty easy; One employee is the Express Checkout person. Give them a vest, baseball hat, or a bright T-shirt that's marked as such. If no one's waiting for express, they can take care of regular customers. If a customer walks in while they're helping another regular customer, then the customer can walk up and state they're there for small parts, since it's now obvious who that salesperson is. After they're done with the customer they're with, they immediately help the Express Checkout customer rather than calling the next number. Problem solved.

they explained earlier why that isn't the best soluition

The problem with that is that we are not a normal retail store where you walk up, collect the items you want off the shelves, and then take them to a cashier that only needs to know how to scan bar codes and take payment. Most transactions require the employee to be pretty knowledgeable of all the products, where to locate them in the warehouse, what is compatible, firearms laws, etc... An employee with that kind of training can't just be sitting around waiting for the express lane to get another customer when the lane is empty. Once he isn't busy, he has to go help the next customer, and then they may get tied up for 30 minutes selling a firearm. This is why I think a rotation system utilizing all the sales guys is the best solution.

[Batman]

And if they're busy selling a firearm and you pick a number that's 6-10 beyond where they're at now, which would you rather do... wait in line or know that once the Express Checkout person is done with that transaction you're next in line?

[dousan]

Thanks. Even though I had too wait a good while, it's ok
Doesn't stop me from your business. Love the new store and chairs, tv and magazines help burn the time.
Thanks for working with us!

[shark92651]

And if they're busy selling a firearm and you pick a number that's 6-10 beyond where they're at now, which would you rather do... wait in line or know that once the Express Checkout person is done with that transaction you're next in line?

You may have missed the part where I suggested that the very next available salesperson would then call out express line before calling a number. This way you wouldn't have to wait for the "dedicated" express lane employee that may be tied up for 30 mins. Even if you picked a number if you are next in the express line you would not have to wait for your number to be called.

[HK416]

I had the EXACT same problem and was wondering the same thing. Haven't been to RG ever since. I waited 30 mins in the "express line" (nobody was there as well) to pick up a flashlight mount. Makes you wonder why there's an express line in the first place if there's nobody to take your order! Luckily I grabbed a number after I came in. The number was called before a person came to the express station (there was a huge line waiting). But after reading this thread, found out why there's nobody there. Maybe just hire more "knowledgeable" people? That way you have more people helping everyone? I'm pretty sure there are plenty of people who want to work for you guys.....

[pterrell]

This might take some work to get set up but it might really help out the process. What if you had an online sales option for common parts where you order it and do an in store pickup. Have a disclaimer that says to wait an hour for the order to be ready, then all you have to do is walk up to a retail clerk and have him/her check out your "basket" that was already put together in that hour.

I'm not sure how feasible this is for you guys, but it's an idea.