Big R Stores - Santa Ana Pueblo — Attraction in Rio Rancho

The employees are nice enough. However, I really can't understand why it's so hard and takes so long to complete a firearm transfer.

Firearm arrived on Friday went to pick up on Saturday, not ready for pick-up. Told firearm would be ready on Monday and I would be called. Called on Tuesday morning to find out if firearm was ready, told it would be ready for pick-up around 2 pm.

Went to pick-up firearm Tuesday before 7 pm and was told, the firearms section was closed and I could come back in the morning or any time. Any time...? Well apparently not any time since you're open now, I'm here and your firearms section is closed.

Store hours posted online and on the entrance are 8 am to 8 pm M-Sat. I'm so confused...

If you don't want to provide customers the service of firearms transfers then say you don't do them since its such a bother. Never mind you're charging $35 for a minimal amount of work, which I would actually be happy to pay, if this process wasn't made so unnecessarily difficult.

I am a firearms instructor and FFL. I only used Big R to try their store hoping to recommend them to some of my students and customers. I cannot in good conscience reccomend anyone to this store.

Update I returned to the store on Wednesday to pick-up the shotgun. I tried to make it as easy as possible by simply doing a dealer transfer, FFL to FFL. The young lady working the counter was unfamiliar with the process, so I explained it to her. She had a coworker come over for help, he too was unfamiliar with the process. I explained it again to both of them who then called the store manager.

I was then told the store manager said it was fine but they would still need to complete a 4473, which is not a part of the FFL to FFL transfer process.

I explained the process again and even used their store as an example of how a 4473 is not required for dealer to dealer transfer. They both indicated they understood and it made sense but they would still need to complete a 4473 to transfer the firearm.

I was told the manager would be there on Saturday but they could transfer the firearm to another dealer for me. (Now I was confused again. Why? Because I already explained I am another dealer and I had already given them a copy of my FFL which they verified looked just like the store FFL.)

Since I was heading out of town and already running late, I told them I would return on Sunday after I returned to town.

On Sunday the manager Daniel Perez was there. I was able to quickly and efficiently accomplish the transfer. I also purchased a few other items while in the store. Mr. Perez was very apologetic for the previous difficulty I had in completing the transfer.

I was however charged twice for the one knife sharpener I purchased but not charged for the .380 snap caps I had which I'm sure were less than the price of the knife sharpener I was double charged for. However, at this point it was totally not worth another trip to the store anytime soon. Four times in seven days is plenty. I'll...

Lack of customer service fron the young female working as a cashier at about 7:30 tonight. The level of not doing her duty as a cashier is disgusting for literally no one in line or shopping. Here's what happened. Me and my husband went in to purchase work shirts for him. That is great. We get to the cash register and there is a gentleman waiting for something he had going on. So he steps aside and the female rings up my husband. She asks for his phone number and he gives her his number. She looks it up and says that's not it. She proceeds to bag his items and I ask her, if she can set him up and she throws her hands up and says we'll I could but... with attitude just dripping in her voice. My husband said that's ok even tho he spent well over $160. I make my purchase and she rings it up and without asking my number she tells me the total. I tell her, my phone number and she had such attitude. Then she puts the receipt on the counter with no other words like thank you or anything. I walked out of the store and wanted to return my purchases because for 1, if you don't want to do your due diligence of your job then maybe you should find a new career path and for 2, if you would rather be somewhere else, don't make it my problem as a customer with your bad attitude that you're not getting paid extra for! I love the store, but for this level of rudeness, I could do without and I will pass it on!

Also, don't worry about your basic cookie cutter reply of:

We're sorry you didn't receive the service you deserved at our Santa Ana store. We are always working to improve and will inform management at that location about your concerns. We hope to see you again soon! - Big R Team

I saved your the trouble of copying and pasting so you can actually use the time to improve and...

I entered the “Big R” to exchange a Christmas gift due to size. I approached the counter and advised the cashier about the exchange. She was rude in her response demanding a receipt. I reminded her that it was as a gift exchange and I did not have a receipt and according to Big R policy a receipt was not needed for an exchange. I left my items with her at the counter while I proceeded to find the correct size, then returned to another counter as she was busy and advised the other cashier who again demanded a receipt and we went through the whole process of my explanation again while she rolled her eyes and acted very dismissively. I then requested a manager who came promptly asked me what it was that I needed. I advised him what I needed and how their customer service was poor and he claimed a receipt was needed because I walked in “off the street” and could have picked up items in the store to claim a return. I reiterated it was an exchange several times to the cashiers and the manager. After a rude and unprofessional response by the manager commenting “Well you got your stuff didn’t you? I informed him that his cashier was waiting on his decision on my exchange which he finally approved. I am a regular customer at Big R which will now become my last...