I’ve been coming to this gun store for a couple of years now, primarily for the range, which is great. I’ve never had an issue with the range or the staff working there—it’s well-maintained, and the experience has always been solid. However, the retail section is another story entirely.
Despite its convenience to my home, I have never once been assisted by any of the retail staff. Every time I’ve visited, I’ve had to find what I needed on my own. If I’ve ever made a purchase, it’s only because I absolutely had to—not because anyone helped me with it. I have considered buying firearms and suppressors from this store, but the complete lack of customer service has always pushed me away.
For example, today, there were three employees behind the counter. One of them wasn’t even assisting a customer when I walked in, yet when I made eye contact, she deliberately looked away—both when I entered and when I left. The others were either on their personal phones or glued to the computer, completely ignoring customers. It’s not just inattentiveness; it’s as if they actively avoid helping people.
One of the most ridiculous experiences I had was when I bent down to read something on a pallet, and an employee walked up, picked it up, and moved it without saying a single word. No greeting, no “Can I help you?”—just silence.
I know some might ask why I keep coming back if the service is so bad, and the answer is simple: I like the range and checking out the inventory. But when it comes to customer service, this is hands down the worst I’ve encountered anywhere. If management sees this, I hope they take action because this store could be excellent with even a minimal level of customer engagement.
Until then, I’ll keep using the range, but I won’t be buying anything I don’t absolutely need from the retail section.
Edit 13 Feb 2025
I appreciate the call, but instead of addressing the real issue—consistent lack of customer service—you chose to put the blame on me, the customer. Telling me that I need to “flag down” or “yell across the store” for assistance is not a solution. In any well-run retail environment, employees should be proactive in assisting customers, not waiting for them to beg for help. You also pointed out that I’ve only made five purchases in two years, as if that somehow invalidates my experience. The reality is, I would have made far more purchases if anyone had actually assisted me. My last visit was a perfect example—I was ready to spend over $800, but because of the same poor customer service I’ve experienced time and time again, I left frustrated instead. The most telling part of our conversation was when you insisted a product wasn’t in stock, only to later find it yourself. That perfectly sums up the lack of attention to customers. Instead of acknowledging the repeated issues, you chose to argue with me and publicly try to “correct” my experience as if I was wrong for expecting basic service. We spent 15 minutes on the phone, and not once did you attempt to rectify the situation. Instead of trying to make things right, you did a poor man’s interrogation, nitpicking the details of my visit rather than addressing the bigger issue—your staff’s ongoing lack of engagement with customers. And now, instead of taking responsibility, I’m being belittled online as well.
And let’s be clear—you can’t prove or disprove someone’s experience or how they felt based on security footage. Video surveillance won’t show the lack of engagement, the dismissive behavior, or the way your employees actively avoid customers. It won’t show what it’s like to stand at a display case waiting for help while employees are glued to their phones or computers. My experience was real, and your unwillingness to acknowledge it only proves my point further. At no point did you ask how to improve the experience, offer a solution, or even suggest a way to earn back my business. You never asked me to reconsider my review, edit it, or remove it—because you never attempted to fix the issue in the first place. That...
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