Gander Mountain Company

Initial Business Response / [redacted] (1000, 6, 2015/06/03) */ I am sorry for your recent in store experience.We are only able to sell a firearm to someone if the paperwork and payment is provided by the same person, married or notI was informed your sale was originally denied as one person was filling out the paperwork and one person was providing the paymentI spoke with the store manager about this situation and he stated he spoke with you several times and offered for you to return to the store to make the purchase and he offered you a discount as well as a gift card to use on a future purchaseThe store employees have all been trained on the legalities of firearm purchases and this was reviewed with them Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/06/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) This salesperson in not telling the truthAt no time was ANY paperwork filled out by either of us as he refused the sale prior to my wife ever filling anything outWhere is this alleged application then? he refused a sale after accusing us of attempting to commit a crime and the manager would not even meet the salesperson and us to determine what occurredthere were other customers there who could have supported our storyThis man was discriminating and the corporate office refused to speak to me at all until I said I would contact the media if they supported this actionSo yes, he can send us a gift card and train his employee Final Business Response / [redacted] (4000, 10, 2015/06/19) */ Please visit the store and the store manager will be happy to assist with the sale and providing the gift cardThank you Final Consumer Response / [redacted] (3000, 12, 2015/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) the store Manager only called me one time and a substantial time following my repeated complaints to the corporate officeI explained the entire situation to him and he was unsympatheticit was only after I made remarks about contacting other agencies and the media did he say he could waive some small fee associated with the gun purchaseI have said repeatedly and even in my responses to this agency that he may provide me with a gift card at this timeno representative of Gander Mountain has done so to date this company illegally denied a legal purchase and it continues to stand by the report of this illegal and unethical transaction rather than take responsibility for this blatant act of discriminatory business

Initial Business Response /* (1000, 5, 2016/03/11) */
I am sorry for the trouble you have had with your recent purchaseI worked with the store manager at the San Antonio location and he informed me that he would reach out to you and make sure the exchange is donePlease let me know if
there is anything further I can assist withThank you
Initial Consumer Rebuttal /* (2000, 7, 2016/03/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My husband called gander mountain store and was able to exchange the itemWe also had to drive twice to the store and deal with San Antonio trafficOnce again the manager blamed my husband for not making sure that the item was completeHonestly did they expect him to open all the boxes that he purchased to make sure all the ammo was thereIt's obvious this store has a problem with people stealingIt's not the costumers fault that they cannot control this situation

Initial Business Response /* (1000, 13, 2014/11/18) */
I apolgize for the error made with your orderA full refund was issued on 10/back to your original payment methodI also passed along your feedback to ***'s supervisor as requested
Initial Consumer Rebuttal /* (3000, 15,
2014/11/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not get a full refundI was charged $2,but was only refunded $2,- this may seem insignificant, but it is another indication of cheating the customer and was only refunded after more than days after this complaintThe timing and lack of response and honesty are compellingI will NEVER buy anything from this merchant again
Final Business Response /* (4000, 20, 2014/12/22) */
I apologize for the oversightAn additional refund of $was issued to correct this errorThanks

Initial Business Response /* (1000, 5, 2016/02/17) */
I apologize for the problems that you had with the promotional codePlease provide the specific item number(s) that you wanted to purchase so that I can research this and help us find a resolution
Initial Consumer Rebuttal /*
(3000, 7, 2016/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Item #
StCroix Avid Series Salmon & Steelhead Rod, 9'6", Medium-Heavy
$
Final Consumer Response /* (2000, 14, 2016/03/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was really impressed with the way the Company handled my complainI am 100% satisfied with Company's response
Final Business Response /* (4000, 12, 2016/03/01) */
Thank you for your responseUnfortunately, the item that you provided, 432527, is not eligible for any discounts as advertised on the product description pageSt Croix is not listed as a non-eligible vendor as not all of their products are exemptWe are currently offering a $rebate on this particular item and I will be happy to provide a further discount of $due to your inconvenienceI will reach out to you directly today to see if you would like to proceed with this order

Initial Business Response /* (1000, 11, 2016/01/13) */
I am terribly sorry for this issueI have requested that this incidence be removed from your credit history and will make sure that our store associates are provided proper training when offering credit cards in the futureI apologize
again for the troubleThank you for bringing this to our attention
Initial Consumer Rebuttal /* (2000, 13, 2016/01/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2016/02/11) */
I am terribly sorry for the delay in receiving your orderI see that we have been in contact with you regarding this order, but wanted to respond to you here as wellYour safe shipped with Old Dominion Freight with a tracking number of
***They should be contacting you shortly to set up a delivery appointmentAdditionally, I will be happy to issue you a credit for a portion of the shipping charges due to your inconveniencePlease look for a $credit to post on your credit card within the next few daysPlease let me know if this is not acceptable
Initial Consumer Rebuttal /* (2000, 8, 2016/02/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the responseYes I have started receiving updates for this order, and thank you for taking the steps that needed to be done to see it is satisfiedThe credit for shipping is I think a fair response for this delay

Initial Business Response /* (1000, 10, 2014/12/12) */
This sale was deemed a straw sale so the order was canceled and is not able to be replacedBy law, we are not able to process any straw salesThe end owner of the firearm must be the person that makes the purchase
Initial
Consumer Rebuttal /* (3000, 12, 2014/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was having transport to take us to the store to sign for one rifle and my brother sign for other.They have very rude people at customer service and I, my friends,and church members are going to boycott Gander MountainI also sent emails to all 125,employees of my company
Final Business Response /* (4000, 14, 2014/12/22) */
I apologize that the store associates were rude to youI will follwith store management about that, but I am still not able to replace this order as it was deemed a straw purchaseSorry

Initial Business Response /* (1000, 5, 2015/03/25) */
I apologize for the trouble with your recent orderI was not able to find any correspondence from you prior to 3/21, after this order had been shippedIf you would like to refuse this shipment, I will be happy to waive the normal
refusal feeYou can also return these items in store or back to our distribution center for a full refundThere will be return information inside your package should you not be able to refuse the orderThank you

Bullcramp of a company Someone stole my boyfriend credit card in the mailSomeone made a purchase and made two payments We don't know what was purchased or where or who made the paymentsTheir saying he is responsible for someone stealing his card that he never receivedGander mountain is trash and I will post every where how bad they are

Initial Business Response /* (1000, 10, 2014/12/29) */
I am sorry for this issue with the safe you purchasedPlease let me know what store the item was purchased in so that I can research the situation and work on a resolutionThanks!
Initial Consumer Rebuttal /* (3000, 12,
2015/01/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The manager at the store number XXXXX has notified us that a safe has been ordered and it should be in approximately 2/weeksWe will be notified and some of the purchase price will be returned for our inconvenienceProvided all transpires as promised then I agree to the resolutionHowever I do not wish that the case be closed untill I notify you that the safe has indeed been delivered to the store and verified that it is the correct model
Final Business Response /* (4000, 14, 2015/01/12) */
Thank you for your responseI am glad to hear that you were able to resolve the matter with store managementPlease let me know if I can help further with this purchase

Initial Business Response /* (1000, 5, 2014/11/18) */
Please respond with the specific store where this occurred and I will be happy to research the issue and find a resolutionThanks!
Initial Consumer Rebuttal /* (3000, 7, 2014/11/19) */
(The consumer indicated he/she DID NOT accept the
response from the business.)
I had not included the specific store location my case description as it was identified in the filing of the complaint against that particular locationIt was the Fredericksburg, VA store

Initial Business Response /* (1000, 5, 2015/12/16) */
I am sorry for the trouble you had with your orderI see that you placed a buy online pick up in store order and the store no longer had the item in stock, so that order was canceledAs with any timed sale (Black Friday, Cyber Monday, etc) the
items were sold quickly and I am sorry that your order was not filled
Initial Consumer Rebuttal /* (3000, 7, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The ONLY option for that firearm, was to buy online and pick up in storeYour website showed it as available then and for a couple hours after I purchasedIt's really too bad you are so willing to drive away a customer who has spent thousands of dollars in your stores over the yearsYou've seen the last dollar you'll ever see from me, or any member of my family, and I will tell this story to everyone who will listenThere are loads of options for places to make my sporting goods purchases, and I will do my business in the future with a more ethical company
I tried to resolve this with your rude customer service agents, and now through the Revdex.com, and obviously you do not value business ethics, or long-standing (former) loyal customers
Final Business Response /* (4000, 9, 2015/12/23) */
I apologize again that I am not able to resolve this issue for youIf we had stock of this item I would be happy to sell the item to you, but we don'tI understand that not being able to take advantage of an advertised sale due to low stock on an item is frustrating, and I am sorry

Initial Business Response /* (1000, 6, 2014/12/30) */
We received this firearm back from repair on 12/and updated the customerThe customer came in the store on 12/and was provided a full refund for the itemThanks

At the kenosha wi gander mountain store on july at am I recently purchased trail camerasI went in to return them days later with unopened packaging and with the recieptThe cashier called the manager over and ive never been treated so poorlyShe started to accuse me that that cameras were water damaged(Seal on boxes were never opened, moisture on plastic box must of been from humidity) she then broke the seal pulled the camera out of the box and started making a scene by raising her voice then smelled the camera and yelled it smells like *** causing a sceneMind you a unopened sealed box untill that pointShe then says she will not return them and takes the camera and all the paperwork and tosses it into a plastic bag since she ripped the original cardboard boxThese cameras were unopened, within the warranty of gander mountain, and even if they were used they still are still under warranty according to the reciept and there policyThe manager caused a scene by raising her voice, acussing me, very embarassingI spend thousands a year at gander mountains, never again I will make the trip to cabelas I cannot believe the way I was treated with the attitude shown towards meThis lady should not be in customer service with attitude like that

I apologize about your experience with your recent orderI see that we no longer had the boots in stock that you ordered onlineWe sent you an email notification of this on 1/27; I am sorry if that was not receivedUnfortunately, we no longer plan to stock those boots so we are not able to get
any additional sizesWe do have several other options for insulated rubber boots thoughBelow is a link to the boots that we currently havePlease let me know if you would like any of the boots that we do have in stock. http://www.gandermountain.com/search/Insulated%20Rubber%20Boot

Initial Business Response /* (1000, 10, 2015/07/19) */
A duplicate email was sent for an egift card that was already receivedI am sorry for the confusion this has causedWe will be happy to provide you with a discount on your next order for the inconveniencePlease contact us at *** to
place an order and receive that discountThanks
Initial Consumer Rebuttal /* (3000, 12, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That is not an accurate statementI did not receive a duplicate gift card because that would imply that I had previously received a gift card which I have notI was emailed a gift card in the amount of $(one time) and when I called to redeem it two separate Gander Mountain employees refused to redeem the cardWhen I asked why, the supervisor said that their advertising team mistakenly sent out that email and if they redeemed it for me, they would have to redeem it for everyoneI told them they should redeem it for everyone they sent it to and the supervisor then told me that wasn't an optionGander Mountain should honor their offer whether it was sent out by mistake or notI have also attached a screenshot of the email as evidence that what I am saying is accurateI expect Gander Mountain to honor the gift card they sent me, and frankly they should honor everyone else's as well
Final Business Response /* (4000, 14, 2015/07/29) */
I am sorry for the confusion, but this was a duplicate email that was sentThe original card was emailed to you on 12/1/
In an effort to reach a resolution I have mailed you a $gift card to the address providedPlease allow up to days for delivery of this card
Please let me know if you have any further questions
Final Consumer Response /* (2000, 16, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept and appreciate Gander Mountain's response to my complaintI received a $gift card in the mail as promisedI am a little disappointed that they originally refused to honor their offer but in the end, they did what was right and gave me what was offeredI will continue to patronize Gander MountainThank you

I am rejecting this response because: The link provided clearly states in the lower right hand corner: "*Purchase not valid at Bass Pro Shops, Cabelas, Gander Mountain, Dicks Sporting Goods, Mills Fleet Farm, or Scheels". Unless the terms of the rebate have changed then the form you provided and advertised in the store is invalidBy submitting this form with a receipt from Gander Mountain I would in a sense be committing fraudUnless Gander Mountain can provide written evidence verifying the rebate is valid for purchases from their store, I want them to honor the rebate themselvesThat or offer some other form of compensation if a return of the product in question is not possible

Initial Business Response /* (1000, 8, 2015/03/25) */
I apologize for the trouble with your recent order and for the lack of service you receivedI have done some research on your order and found that the original shipping quote was provided using the carrier Averitt Express, but when your
merchandise was shipping UPS Freight was used as they had a shorter transit itemI am sorry for this change; I can see how this caused confusion and frustration for youI also see that at the time your order was placed we obtained an authorization from your credit card company to ensure you had funds available for this order and then charged your credit card when the order was shippedThe authorization usually takes a few days to be dropped off of your account, but we contacted your credit card company and asked that this be dropped immediatelyI am sorry that this process was not explained to you
The circumstances surrounding this order were unfortunate and we plan to use this scenario as a learning toolAs an apology please use the gift card I have mailed to you on a future purchaseThank you

Initial Business Response /* (1000, 5, 2016/02/16) */
I spoke with this customer today and apologized for the differing information he was provided regarding the expiration date on our reward certificatesI have issued him a gift card for $to replace the expired cardsThe gift card
should arrive in just a few daysAdditionally, I have asked that this store management team provide further education to associates regarding our reward program
Initial Consumer Rebuttal /* (2000, 7, 2016/02/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The person at Gander's marketing division contacted me and was very pleasant and did send the gift card to match the reward points I was told do not expireAlthough I did get what I asked for, the item I was going to purchase in December had a $rebate card offer that expired at the end of the yearIt feels like I am paying $more for the same item
It is unfortunate I had to go to the Revdex.com to get this resolved when Gander corporate would not return my repeated calls and messages
Today I went to the store to have them transfer my existing points onto a gift card as was told the store should have done beforeThe two guys at the register still were not informed they could do that, but the store manager was right there and told them they canIn other words, team members still have not been educated on the matter

I apologize that you received unsolicited mail from usI have removed you from all of our mailing listsPlease note that those lists are pre-printed so you may receive an additional flyerPlease let me know if I can help with anything furtherThanks