Taurus Firearm Forum banner
1 - 3 of 3 Posts

·
Registered
Joined
·
521 Posts
Discussion Starter · #1 ·
Just received an email this morning from Brownell's regarding their backorder system and the issues surrounding orders being filled out of sequence. Thought others would want to be kept up to date. Nothing earth shattering though.

"""
Dear Folks,



We want to thank everyone for your patience with us. Thanks especially to those of you who told us orders were being delivered "out of cycle." We’ve been in business an awfully long time and are proud of our reputation for great service, so we had to find out what was going on.

And we found the problem. Simple really. About 15 years ago we put in place system logic prioritizing a few back orders ahead of others. It was a rare situation, but necessary at the time and under normal market conditions back then, those reasons made sense.

Then the world changed, and back orders ballooned into the thousands – literally – and our system and the vendor’s ability to keep up just broke that logic. About 300 orders were moved to the head of the line under the old system logic, and had their orders shipped ahead of where they should have been in line. It moved all the rest of you back about 300 places in line – which, rightfully so, caused an uproar.

When we found the problem, we immediately disabled this logic, truly resuming our first in first out policy. The real problem is that demand is far greater than any factory’s ability to quickly catch up.

The good news is we have cured the broken system logic; thanks for telling us. We are shipping in order received, and handling your orders the way we have always tried to – honestly, fairly, and with everything right on top of the table.



Best,




Frank &amp Pete Brownell"""
 

·
Super Moderator
Joined
·
20,082 Posts
I got the same email AZM. I had gotten a bit perturbed a few weeks back when they emailed me and told me that an item I had ordered labelled as "In stock" was suddenly backordered after I had ordered and paid. To their credit, they deleted the charges for the back ordered items but went ahead and shipped the other items I had ordered and charged my credit card accordingly. They even asked me if I wanted to keep the order in place for the backordered items; I actually told them to cancel as I had found the same items with another vendor and they drop shipped the day I ordered.

Anyway, it is nice to know that there are vendors out there who still worry about keeping a solid reputation on a foundation of customer service - even when the service is notifying you fairly quickly that their inventory management logic was faulty . . . . .
 

·
Registered
Joined
·
521 Posts
Discussion Starter · #3 ·
I agree. I only wish it wasn't so much of a generic email and a tad bit more personalized... In the sense of... We fixed the issue, you now hold ticket #1,999,999. #1, please step up to receive your order! However, some response is better than none.
 
1 - 3 of 3 Posts
Top