Carolina Sporting Arms fail

March 16, 2010 by
Filed under: Reviews 

*UPDATE*  CSA has gone out of their way to fix this.  Update is here.

I had a bit of an unfortunate situation today.  I recently picked up a fairly difficult to find handgun off of GunBroker.com…a Glock 20SF.  I usually buy locally, but this time I decided to just get it off of the Internet.  After I won the acution, I called Carolina Sporting Arms to ask them to do the transfer.  The gentleman that answered the phone was very cagey, and asked me what the gun that I was transferring was.  I told him, and he told me that it was “store policy” not to do transfers on new guns.  I asked him if he had a Glock 20SF, and he replied “No, not in stock.”  I pointed out that they had done a transfer for me in the past, and he said that they will sometimes do them for “good customers.”  Now, I’ve spent well into four figures in this shop in the past year.  I told the gentleman this, and he told me to “Come into the shop and we would see what we could do.”

No thanks.  I went over to Firepower, Inc. in Matthews and got the transfer done in about 30 seconds.  I bought a gun, too, in a fit of pique.  (I normally do most of my shopping at Firepower…great prices, great people.  CSA was on the way to school, though.  And, before this, I had never had a problem with CSA.)  But, honestly, at this point I was pissed.

Now, you have to understand, I am not a complainer.  I eat food in restaurants that is not cooked properly.  I’m the first guy to say “It’s ok” even when it is not.  But this time, I was pissed.  So, I got in the car and drove over to CSA, and asked to speak to a manager.  I got to the manager, who it turns out is the guy in the shop that I know pretty well.  He knows who I am, and how often I shop there.  I explained that I had called to inquire about a transfer and had gotten the runaround.  I said that I was disappointed.  He replied, “Store policy is no new gun transfers.  You have to understand the position that we are in…” I cut him off and replied “<name>, I know.  I get that you have to support your local gun shop.  I buy ammo here, not at Walmart.  You know that I am in here at least every other week.  If you had had the gun, I would have bought it here.  But you didn’t.  I was just upset that I had to go through this.”

That is when he ‘fessed up.  He was the guy I had spoken to.  “If I knew it was you, there wouldn’t have been any problem.  That’s why I told you to come into the shop.”

Sorry, guys.  I get the desire to sell guns at retail.  But you can’t make you customers feel like they are somehow screwing you by using your services.  If you think you need more margin on transfers, then increase the price of transfers.  In my mind, you get $40 for a few minutes paperwork, without any inventory overhead at all.  In fact, you should be JUMPING at the opportunity to do transfers.  $40 for ten minutes work is $240 an hour.  With essentially zero variable cost.  And, I would probably have bought a holster and ammo at whatever your regular markup is.  The MBA in me wants to jump at that business model.  And, when I complain, don’t tell me I am wrong and that I don’t understand the business.  You took a very good customer and pissed him off.

Bottom line, it will be a LONG while before I spend money at Carolina Sporting Arms again.  I still strongly recommend Firepower, though.  Ask for Steve and tell them Newbie Shooter sent you.

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Comments

9 Comments on Carolina Sporting Arms fail

  1. Mrs. Manifesto on Wed, 17th Mar 2010 10:43 pm

    2. It makes me think of a line from PRETTY WOMAN

    (after Vivian has been snubbed by a store on Rodeo Drive and she spends a ton of money at other stores)

    “Hi, do you remember me? I was in yesterday trying to buy a dress and you wouldn’t help me. You work on commission right?

    Sales person “Ummm. Yes.”

    Vivian “Big mistake, big mistake. Huge, Well, I need to go shopping now.”

  2. George on Thu, 18th Mar 2010 3:32 am

    3. Hey! Celebrities are visiting the blog! :)

    Are you coming down with your other half for the NRA meeting?

  3. Mrs. Manifesto on Thu, 18th Mar 2010 10:53 pm

    4. Prob. not. My mother just had surgery on Tuesday and so it might be a good time for Baby Manifesto and me to go home and visit. What about meeting in Colonial Williamsburg at some point…It’s a nice 1/2 way place between all of us.

  4. George on Fri, 19th Mar 2010 6:10 pm

    5. Hope Mom is doing well.

    I’d like to get to Williamsburg this summer. :)

  5. Donald Ingram on Wed, 25th Aug 2010 1:17 pm

    6. George,

    My name is Donald Ingram, Store Manager at Carolina Sporting Arms. I have read your review and would like to comment. First, let me say I am sorry about your experience at my store. Our goal is for you to have a great experience while in our store. We are well aware that are products are available elsewhere and must make the experience a great one so you will those products from us. Secondly, the fortunate side about your post is that I am now aware of your negative experience (and just found it on a Google search) and can address it. Try as we may not to, we do and will send some folks home with a displeasure toward us but I never get a chance to hear about it. I cannot fix your past experience but would very much like to bridge a new relationship with you. If you will come by the store and let me talk with you one-on-one, I feel I can better understand your position and address our shortcomings. If you choose to come by, I will offer you a $50 gift card toward any purchase in the store as well as your next transfer for free. If coming by is not practical, my e-mail is listed above and my number is *REDACTED*. Contact me and let’s start a dialogue. I look forward to your response.

  6. robert on Sat, 4th Sep 2010 6:25 pm

    7. In reply to Donalds reply.
    For something on the same line as George, I use to shop your store, even over at your old location, yea your prices are little higher, but that can be overlooked most of the times. I stopped shopping there because of one lacking, very important thing..its called CUSTOMER SERVICE, big or small things in customer service goes alot further for repeat visits. My last visit was over a year ago, the store was not busy and I was looking for a pistol and was trying different brands to find a good fit, yea I was there awhile, but when the salesperson says “look, you going to buy or not, if not I have things to do”..Well, I left went to Firepower and spent about an hour with a customer service minded salesperson, left with a $1100 Kimber..

  7. George on Wed, 8th Sep 2010 2:02 pm

    8. Robert, I spoke with Donald. It seems like he is aware of the customer service issue and is trying to make it right. I’d give him a call and see what he has to say.

  8. Carolina Sporting Arms succeed : Newbie Shooter on Wed, 8th Sep 2010 2:14 pm

    9. [...] few weeks ago, I got a comment on my earlier review of an experience I had at Carolina Sporting Arms.  The store manager, Donald Ingram, asked me to [...]

  9. Sarge on Thu, 26th May 2011 10:03 pm

    10. Next time try Gunslinger LLC in Indian Trail. Transfer cost me $15 there. $25 for 2 guns at the same time.

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