Hello and thank you in advance for any help you can give me, and for listening to what is a long story of my frustrating experience. I have been unhappy to say the least with the customer service I've received from Mossberg/ Maverick. I ordered an model 835 barrel over the phone back in August, being told it was in stock. A month later, hunting season already underway, nothing, so I call in. The lady says they are waiting on these barrels and they take a while. No apology needed, just a misunderstanding (although an unfortunate one)... I guess they weren't in stock and would ship soon she said. I tell her I need to know when it can ship, to determine if I am going to leave the order or cancel. She says she will call me the following Monday with an update. Never heard back. Called again a week later, same thing as last time, and I never hear back. I call in a couple weeks later... (now it's been almost 2 months) and still hasn't shipped so I politely ask for it to be cancelled and my card refunded, since my last hunting trip is days away. She says she will cancel it, no problem. 2 weeks later I receive the barrel via Fedex! Frustrating. So I reject it and have Fedex send it back. I follow up with an email and the rep (Erica) replies with my tracking number with an attitude of relaying "good news" that it was delivered to me. It became obvious she didn't read my email in the first place. I reply and say no, if you read my email it was delivered back to YOU, as shown on the tracking info. And my email clearly asked for a refund and stated I rejected the barrel because it took 2 months longer than promised. She kindly replied and apologized, saying an RMA was issued. Okay, good, and no big deal, most importantly she is addressing it. Weeks later, still no refund and no updates from them. I send an email to follow up, and still no reply. Today ( it's been another week) I send another one asking for my RMA number and her supervisor info, and I get an out of office auto reply saying "Out of the office, please contact L.Alvarado for any assistance." No contact information, no date of return. I don't know how to contact L alvarado. Besides all this, what bothered me most was the attitude from the first reps over the phone, giving me the impression that she didn't care, and did not seem to pay attention to what I was saying. "Disinterested" would be my best description. I think it was the same person each time. All this is simply unprofessional in my opinion. For a good brand of gun, what a shame to have this type of customer service. I love my Mossberg shotgun, but would be unlikely to buy another due to all this.
I am coming to this forum for advice in dealing with them and to see if this is an isolated case of bad service, or if it's a common thing. I don't want to get anyone in trouble, but Mossberg needs to hear this so they can fix the issues in general. All I want is my card refunded, and someone to promptly reply to me emails. For the record, I turned to emailing them because it leaves a written record, and because my phone calls seemed to be so ineffective with them. I am at a loss and would be grateful for advice, or supervisors I could contact. Sorry for the long post, and thank you for listening to me vent if nothing else.