Dougs Shootn' Sports Lies and Deception Murray, Utah

Aaron, (aka anonymous)
My name is Dave Larsen.  I am the Store Manager at Doug's Shoot'n Sports. I am very disappointed in your false characterization of my business.  It is true that on November 30, 2010 you purchased a shotgun for your wife (Jennifer) for Christmas.  It is also true that she returned the gun on February 3, 2011.  The rest of your complaint is false and deceptively written.  I'm pretty confident you know it.

When I learned of your complaint and the one you filed with the Better Business Bureau I did some research as to the sales transaction.  Jared was the individual that helped you November 30'th.  Jared is truely one of the best and most detailed employees I have ever had.  Jared remembered helping you that day.

Jared recalled you wanting a gun for your wife and not being sure which one to buy.  When asked about our return policy he told you we do not do full refunds on new guns.  He invited you to purchase a gift certificate.  You said you wanted a present under the tree.  You purchased a nice shotgun and ordered a stock and cartridge carrier for it.  The parts came in and we installed them for you. 

Let me briefly tell you why we do not refund new guns.  When a firearm is sold there is a permanent record of the transaction.  When we take it back in, fired or not, there is another transaction.  When a gun is sold the second time it is sold as used because the second owner does not receive the original factory warranty.  Indeed they are not the original owner of the gun.  I am required by Federal Law to record firearm transfers this way.  These records simply cannot be deleted.  A gun is not like a toaster.  There is much more involved than simply a refund or a store credit.  This has been our store policy as long as I can remember.  My father began this business 37 years ago.  I have been working her for 26 years.  This policy is not unique to Doug's.  To my knowledge, there is not a gunstore that refunds new guns.  This policy is clearly posted behind our cash register.  This policy does not change.  It is not subject to arbitrary enforcement.  It is the correct and fair way to handle these guns.  That's how we do it.

Jared is well aware of this and so is the rest of my team.  Jared would not have given you an incorrect answer about a refund on a new gun.  My sales staff is not paid on commission.  They have no sales goals to achieve.  This is deliberate.  I have told them all to never sell a gun to someone they don't feel good about.  I don't want any incentive to cause a team member ever to make a questionable sale.  I expect them all to treat our customers with respect and give them the best service possible.  If they do this well, I am happy.

When your wife came in on February 3'rd I was the one who helped her.  She told me you purchased a gun for her for Christmas and she wanted something different.  We talked about several different types of firearms.  In the end, she did not make a choice of which gun to buy.  I explained to her our return policy and the reasons for it.  She did not voice any objection or indicate to me you said she would get a full refund.  She accepted the offer I made her. 

Now lets get the numbers straight.  The gun you purchased was $350.  The accessories were $200.  These are round numbers before sales tax is added.  I credited Jennifer $250 for her gun and $200 for the accessories.  I did not charge her a restocking fee on the accessories.  I did not concern myself that the return came 40 days after Christmas.  I wrote the credit slip up in a manner to assure she did not have to pay sales tax twice on her purchase. 

I understand you wanting to surprise your wife for Christmas.  However, had you consulted with her before you came in, you would have made a better choice and this situation could have been avoided.  Had you taken Jareds advice, and purchased a gift certificate, this situation would have been avoided.  If you would have thought to bring her in and surprise her early, this situation would have been avoided.  Enough about your bad decisions.  Let's talk now about your integrity.

Your wife came in to the store today to use her credit and purchase another gun.  I was quite surprised to see her.  She was quite surprised to see this complaint and the one you sent to the Better Business Bureau.  I talked with her about the transactions.  She said we were very fair and did what she expected.  I asked her if she had a difficult time getting in touch with me.  She said she called once, asked about the return, was told to talk to me, stopped in once and I was here.  WOW!  That's quite a bit different than your complaint isn't it? 

I helped Jennifer complete her purchase today.  As I was working on the paperwork, she called you and cussed you out for these false reports.  I thought that was awesome.  Obviously, she is still very happy with us or she wouldn't have come back in today.  Furthermore, she complemented me on the way she is treated when she comes in. 

You misread the credit slip your wife had.  It was written in a way to assure she gets credited for the sales tax already paid on the $450.  The credit slip was honored today so you don't have to worry about it not being worth the paper it was written on.  I expressed concern about you trying to cancel your credit card charge.  Jennifer said she is on the account and assured me she wouldn't let that happen.

I take pride in the excellent reputation my team has built and it frustrates me greatly when people like you try to falsely damage it.  You know what actually happened and what you were told when you purchased the gun.  Now everyone else does also.

Have a nice day,

Dave Larsen
Doug's Shoot'n Sports
801-966-1802
www.dougsgunstore.com
dougsshootnsports@gmail.com

I am the wife involved in this purchase.  I have been a customer with Doug's Shoot 'n' Sports for some time now.  The gun purchased was not what I wanted and when I returned it I felt that the manager Dave was fair.  Doug's return policy is posted in plain view and states that "All gun sales are final."  Dave gave me in store credit, at my request, for 100% of the accessory items and all but $100.00 of the gun price, which he didn't have to do.  I ended up purchasing the gun I wanted through Doug's, using the store credit, and will continue to do business with them in the future.