Sportsman's Warehouse — Local services in Brentwood

The experience that Jeff Hendricks wrote a month ago is quickly turning into my experience. Here is what he wrote, "Jeff Hendricks 1 review a month ago I was very excited to hear this store was being built but they have the absolute worst processes in place for the gun section. It is busy with the pandemic but you would think a company as big as Sportsmans would be creative in coming up with a process to handle it. I've waited an two hours now three different time to start the process of an online gun order. Poorly timed breaks and not enough people in what is clearly the busiest part of the store. Unfortunately I didn't have more time to wait as I will have to cancel my purchase now." My story, - I went to complete the purchase and start the background check for some weapons I purchased online and was notified via email they were ready. The ticketing system being used in the gun section is horribly broken and needs to be revamped (stop handing out tickets about 3+ hours before the store closes, not enough people to service the swarm of customers, some staff with absolutely nothing to do in the store while the few guys at the gun section going full throttle, etc.). There are not enough staff in the gun area which is hands down the busiest part of the store and it doesn't take a college degree for management to know they need to prioritize assigning as many people as needed to meet the demand (happy customers are repeat/return customers, angry customers are bad publicity and hurt your business in a lot of ways). It isn't like I was going into the store to purchase a weapon, as I already bought weapons and was simply trying to continue the background check process. I'm close to requesting a refund, but I will return to the store tomorrow morning and try to be one of the first in line and see if it goes better. Regardless of how it goes tomorrow, the management at this store needs to really, really, take a close look at how they can improve and make the gun section and purchase process better as the ticketing process that is being used is horribly and painfully broke. You should not have a customer coming to your store more than 2 hours ahead of the store's closing time and be told that you have stopped handing out tickets (horrible customer service || what if I would have driven 100s of miles, I would have been even more angry than I was having driven 5 miles). Get it together, this isn't rocket science. If you are using the numbering system then hire enough staff to support using the numbering system all the way until the store closes, or at least reasonably close to the store's advertised closing time (does management know that customers are being turned away that have already purchased items from the store as early as 2-3 hours before closing and if 'yes' do you think that is a sustainable business practice/model?). Don't stop handing out numbers 3 hours before closing then have the customers asking each other to try and determine who might be next. I know the owner is in the business to make money not get bad reviews/ratings and lose customers who have already purchased products. Please get...

The store itself is a great addition to Brentwood and offers things such as both pistols and rifles as well as shotguns at what we rarely see here in California, that's FAIR prices!!! Unfortunately seems to be common for staff to be generally at a lack of information and not knowledgeable about laws and other information pertaining to their products sold. On a recent visit my girlfriend was made to buy 2 trigger locks prior to a purchase as well as the waiting period for 2 ar-15 receivers. Upon pickup she not only wasn't shown how to put these locks on her weapon prior to transport but she wasn't given these locks at all. The employees exact words as she described them were that she didn't need them so he wasn't going to give them to her.... This is a source of frustration as they were purchased and paid for over 10 days prior to pickup. Another issue I had on my last visit was when making around a 150 dollar purchase when I asked to enter my phone number to receive the 10% rewards I was told it needed to be entered online. Only when I made a second purchase on the same visit did I become insistent upon review of the website that this wasn't in fact possible and a reward of roughly 15 dollars had not and after request would not be entered. Not only this but 15 dollars in prior rewards from an earlier purchase weren't credited towards what I bought so at this time I feel like I've been basically had 45 dollars give or take stolen from me due to laziness and at best a pack of understanding of the systems they have in place to keep loyal customers as exactly that, loyal customers... I hope that during my next visit if I do have the time these issues can be taken care of and I can continue to shop at a store I am initially happy to have in my community. But after my first 3 or 4 visits this place and its employees lack of caring about a customer and the money they spend at their store has left a sour taste in my mouth and an empty place in my wallet where hard earned money should belong. I hope this review is addressed by Sportmans management and a solution to this issue is offered. If it's not then my only warning is that although prices may seem lower here the lack of proper customer service and appreciation for a customer's hard earned money doesn't exist in this store and I really hope I am the exception to what is otherwise a well oiled operation and the people there are actually normally better then I've experienced however we...

On Sep. 4, I ordered a Glock 17 online to pick up at Brentwood store. I received an email of order confirmation, in the email said: "Est, Pick-up Date: Pick up in store today!" " You will be contacted when your order is ready". I waited two days nobody called, so I called the store on 9/7, a lady from the firearm department told me my order is still in process. In the evening, I checked the website, the website still said Glock 17 is in stock, pick-up in store TODAY which means the store did have it in stock. I called next day 9/8, same lady told me they have a truck has not been unloaded yet, they will call me as soon as they uploaded the truck. Surprisedly, on 9/9, I got an email notifying me my order was canceled per "customer request". I immediately called the 800- customer service number, the representative checked the system, told me that my order was canceled by the store. I told her I did not cancel the order. She then put me on hold for 15 minutes and called the store, then she came back to me saying the store got one reserved for me after she talked to the store. I asked the reason why the store cancel my order, she said the store did not say. I asked whom she spoke to at store saying has one G17 reserved for me, she said she doesn't have a name. Apparently, the store canceled my order for no reason, or they think I bother them too much, so they don't want to sell it to me. How can they cancel a customer's order at their own discretion and falsely stating "request by customer"? BTY, as of today 9/12, nobody from Brentwood store ever called me or email me about this. Based on all 1 star review here. I really don't feel comfortable going to store without a name who agree to reserve it for me, and without an order (being canceled), I may end up wait couple hours in line and get nothing. After think again, I decided not to go back to Brentwood store although they said they reserved one for me (sounds like do me a favor). I would rather drive 20 miles further to pick up from Stockton store. I will never go back to Brentwood SW again.

Update: I got my Glock 17 from Stockton Store. Nice sales representatives and no long waiting line there....