I found a great deal on a new handgun online and ordered it to the closest FFL: St. Charles Firearms and Reloading. $30 for a transfer was a good deal and nearby so I set things in motion.
I've never ordered a firearm online before so this was all new to me. I printed the firearm transfer form, filled it out and took it with my license and a few other identifying documents just in case. Upon shipment delivery, I headed over to the business to perform the transfer.
Upon arrival, the owner's wife was polite and courteous. I let her know I arrived to pick up a handgun I ordered and she informed me I would have to use the computer to complete the purchase (I assumed this meant to pay for the transfer). Her husband and store owner, walked to the back room as I stood by the computer awaiting further instructions; as I stated, I've never done this before and I figured one of them would tell me that I needed to click something or do something specific. Since I never got any actual instructions, I figured the owner needed to get something from the back or check something before walking me through whatever I needed to on the computer.
10 minutes pass and the owner comes out from the back and tells me "the form never came through, you need to fill it out at the computer". At this point I was able to deduce that he was talking about the transfer form I had with me filled out already, to which I told him "Oh, I actually printed that one at home, filled it out and brought it with me...." *this is where I was interrupted mid sentence with a very loud and abrasive*: "NO!!!!!!! YOU HAVE TO FILL IT OUT ON THE COMPUTER, NOW!!" I was stunned. I've never met this man, his staff or been to his business before but he literally yelled at me in front of everyone in the loudest, most ugly and disrespectful way I've ever been spoken to by anyone, much less a complete stranger. I was blown away, as you can imagine. I said "Wow, Okay then" and went to the computer, sat down and figured out how to complete that process on my own.
After completion and a few minutes of verification, I paid the owner's wife for the transfer and was told everything was complete. At this point in time, the owner was out front helping another customer and I simply could not hold my tongue about how I was treated. I told them "I am extremely disappointed and frustrated at how I was treated here today." They both looked completely shocked as if I came in and screamed obscenities at them out of nowhere. They noted that "we told you that you needed to fill out the form at the computer". I made sure they understood that this was my first time and I was unaware of the process and was simply trying to ask if the form I already filled out would suffice, to save everyone time, to which I was met with more rude raised voices and the complete inability to admit wrongdoing and apologizing for treating a new customer in such a disgusting and unprofessional manner. In the end, they believed they acted rationally and appropriately and I got no apology, no explanation that maybe they were having a hard day and got a little emotional, or anything aside from the 'sucks for you, you're wrong and we're right' attitude.
Throughout this whole experience, I stayed as polite and calm as possible despite being livid in regards to how I was spoken to and treated. The sad part is when I was yelled at, everyone else present looked away or down and did not say a word... it was obvious from their demeanor and facial expressions that they completely understood I was being treated very poorly and it was awkward and embarrassing (for them as well but much more so for me). No one said a word when this happened, but as soon as I mention my disappointment in hopes of garnering an apology or explanation, they were quite content on simply blaming me (or my ignorance on a process I've never gone through before) for being yelled at. Incredulous.
Other reviews of this place seem glowing (perhaps due to close personal relationships with reviewers in order to help pad their online presence and ratings) and I'm very happy those customers did not have the extremely negative experience that I did. Regardless, I believe it is important for me to inform any other potential new customer of how I was treated so they can decide for themselves if it's worth the chances of being yelled at publicly for asking a simple question or treated like garbage for being ignorant on specifics of a process you've never gone through before. I've worked in customer service for many years and I know exactly what good customer service is. St. Charles Firearms and Reloading obviously does not believe in good customer service or at least didn't practice it with me personally. I will not be returning and will ensure each and every friend/colleague of mine who utilize such services in the area are aware of my experience and avoid this place at all costs. read more