SmallBizGenius Analysis
Brownells, a supplier of firearms parts and accessories, faces significant criticism regarding its customer service and shipping practices. While some customers praise the product quality and occasional good prices, the overwhelming sentiment leans negative due to long shipping times, order issues, and unresponsive support.
Category Breakdown
Scores based on analysis of 96 recent reviews
Shipping and Delivery
2.0/10Numerous reviewers complain about slow shipping times, delays, and orders not being processed promptly. Some customers also report issues with incorrect shipping addresses and high shipping costs, especially to Alaska. For example, one reviewer stated their order wasn't processed until day 13, despite an initial quote of 5 days for delivery.
40 reviews mention thisCustomer Service
2.5/10Many customers express frustration with Brownells' customer service, citing long wait times on the phone, unhelpful representatives, and unanswered emails. Some reviewers report being hung up on or receiving delayed responses to their inquiries. One reviewer waited an hour on the phone and received an email reply a month later.
38 reviews mention thisOrder Issues and Returns
3.0/10Several reviewers report receiving incorrect or incomplete orders, as well as difficulties with returns and refunds. Some customers claim they were charged for items that were out of stock or had to pay for return shipping on items that were incorrectly shipped. One customer received a metal rod instead of the dent raiser they ordered and struggled to get a refund.
25 reviews mention thisWebsite and Inventory
4.0/10Some reviewers find the website outdated and difficult to navigate, while others mention issues with products being listed as in stock when they are actually on backorder. This leads to frustration and delays in receiving orders. One reviewer noted, "They always show products in stock when you place the order, then send you a message that several items are not in stock or on back order."
15 reviews mention thisProduct Quality
8.0/10A number of reviewers praise the quality of the products sold by Brownells, noting that they carry reliable and durable items. However, this positive sentiment is often overshadowed by negative experiences with shipping and customer service. One reviewer stated, "They actually have very quality products."
10 reviews mention thisPricing and Value
6.0/10Some reviewers mention that Brownells offers competitive prices and discounts, while others feel that their prices are too high, especially when considering shipping costs. The value proposition is further diminished by issues with order accuracy and customer service. One reviewer mentioned getting a good price with a promo code and military discount.
8 reviews mention thisPros & Cons
What Customers Love
"Brownells is overall a solid company and I'm having great difficulty believing that most of these one-star reviews are genuine. Overall I've found them to be just about as reliable as anyone around and my only serious complaint about them is that their pricing tends to be on the high side. It pays to shop around. That said, they have just about as good an inventory as anyone these days"
"Just ordered a Burris scope from them. They had the lowest price."
"Received items in 4 business days - standard shipping - first time buyer extremely happy"
"Brownell's gets a five star rating because I found their site easy to navigate, they had what I wanted, every product eligible for a military discount shows that discounted price."
"Got my pistol order fairly quickly and in great condition. Customer service was very courteous and helpful."
Common Complaints
"Was originally quoted 5 days to receive the item, ended up being 16. My order wasn't even processed until day 13."
"Waited 1 hour on the phone, sent them an email, got a reply 1 month later. Absolutely garbage customer service Stay away!"
"They always show products in stock when you place the order, then send you a message that several items are not in stock or on back order."
"Authorized return never credited or responded to"
"Brownells shipping to Alaska is cost+$15. 1st class envelope with a washer in it? $9.99 + $15. Small flat rate box? $15 + $15."
Common Questions About Brownells
Answers derived from customer review patterns
Is Brownells legit and trustworthy?
While Brownells is a legitimate company selling firearms parts and accessories, many customers report issues with their service. Reviews indicate problems with shipping delays, incorrect orders, and unresponsive customer support. While some customers have positive experiences, the high number of negative reviews suggests that reliability is a concern. Small businesses should weigh the potential risks against the benefits of Brownells' product selection and pricing.
Based on 45 reviewsDoes Brownells have good customer service?
No, based on the reviews, Brownells' customer service is a major pain point for many customers. Reviewers frequently mention long wait times on the phone, unhelpful or rude representatives, and unanswered emails. Some customers report being hung up on or having their issues ignored. This suggests that Brownells' customer service is not reliable and may not be able to resolve issues in a timely manner.
Based on 38 reviewsIs Brownells worth it for small business?
For small businesses, Brownells presents a mixed bag. The company offers a wide selection of products and competitive pricing, which can be attractive for businesses looking to source parts and accessories. However, the numerous complaints about shipping delays, order errors, and poor customer service raise concerns about reliability. Small businesses that require timely and accurate orders may want to consider alternative suppliers with more consistent service.
Based on 20 reviewsWhat is Brownells' return policy like?
Based on the reviews, Brownells' return policy can be problematic. Some customers report difficulties in getting refunds for returned items, with some receiving gift cards instead of their money back. Others mention having to pay for return shipping on items that were incorrectly shipped by Brownells. The return process appears to be inconsistent and can be a source of frustration for customers.
Based on 7 reviewsWhy is Brownells shipping so slow?
Many reviewers cite slow shipping as a major issue with Brownells. Some speculate that staffing issues or outdated systems contribute to the delays. Customers report orders taking weeks to process and ship, even when items are listed as in stock. The use of FedEx as a primary shipping carrier is also mentioned as a potential factor in the delays.
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