...no more kesslerings!

[Grizzle]

Not to pile on or anything.. ..but damn if I didn't just have a *censored*e experience there myself. I thought it was just me or they were having a tough day.  I was there on a thursday afternoon, low traffic in the store.

I called ahead on the phone discuss picking up two new hunting rifles.   One the phone the guy I talked to was really good, spent 15 mins talked me through everything had a couple of things in mind for me.   Show up at the shop a few hours later ( and 110 miles driving) and was treated by the same dude like he was bored out of his mind with helping me.  I was struck by the difference.   Needless to say I didnt feel great about it and though I still bought my rifles but I'm less motivated to make the drive up there again.

I left without scoping the rifles because I just wasn't feeling like the guy was really paying attention to what I needed.  Still havent scoped them, maybe I should call him back and talk to him on the phone.

[Bigshooter]

Those were kind of my thoughts.  As a supervisor, I often want to club someone to death, but unless I know about it, can't do anything.

+1

[nwdp]

Until reading this post i thought i was in the minority but it appears otherwise.  At the beginning of this summer i purchased a Taurus revolver.  A local gun store would order it but Kesslerings had it in stock.  I didn't want to wait so i made the drive from Edmonds and purchased the gun.  The first time shooting it the gun would not eject shells.  i called the shop and was told i needed to bring it back.  The store shipped it back and told me i just had to wait on Taurus.  Three months later i got a call to come pick up the gun.  When i got there i was surprised when the guy rang me up for $28.40.  After that i came to find out i could have shipped the gun myself if ownership does not change.  I know its not Kesslerings fault the gun was faulty or it took so long to repair but if your going to stock a product and assure me of it's quality you should be willing to take some responsibility.  Considering i spent over $600 the shop could have covered the shipping, informed me i could have shipped it myself or at the very least apologized for the inconvenience.  Considering the customer service i would say they weren't bending over backwards. 

[T-Bone]

Keith, first of all, THANK YOU for addressing a long standing problem at your store. Horror stories of customer service? How about the time my wife four years ago went into your store for some Birchwood Casey Stock Sealer and waited and waited to pay for it and then one of the rude Senior OWNERS finally rang her up with comments of..."Well you have know how to use this stuff, you know" (my wife is a furniture restorer; who has refinished several gun stocks for me) and the final comment of..."Well you know you can buy this stuff somewhere else cheaper". I could continue with the same stories of being IGNORED at the gun counter. My all time favorite was as the the LONE customer in your store the LONE clerk walked to the other end of the counter and continued to ignore me!!!

Nonetheless, I bought 3 guns from Kesselrings before moving to E. WA. 3 years ago. Guess what? I worked nearly 2 years at a large gun counter in Spokane and always tried to at least greet every customer at the counter with..."How are you today?"..."Can I show you anything?"..."We'll be right with you." Yes, "Looky Lou" burnout by "Buy Nothing/ Know Nothing/Know It All Bobs" is very real, but its part of retail; be professional.

 Keith, please coach your sales staff and get an assigned cashier to ring up purchases.   

[KeithKesselring]

I have installed a register at the front door that will be used weekends, holidays, and busy seasonal periods.  (This was a result of this website thread).  This register will service everything but firearm purchases (require paperwork).

So far it seems to working well. 

I still have a lot of work to do.

Thanks for your comments.

Keith

[50CalJim]

I think thats a great idea Keith. By the way I was in your store this morning & even though I wasn't able to get what I wanted the service was very quick & satisfactory. Thanks

[Roper]

My Father-in-law drove me up to Kesselrings over 30 years ago for the first time. Bill was into shooting trap at the Marysville Rifle Club and teaching basic marksmanship to teens with 22's. We bought some wads, powder, and shot. Since that first trip I aquired an FFL and did a lot of business with Kesselrings. I've dropped my FFL, but still make the trip for things that few other shops have. I've had pads put on shotguns, ordered barrels, picked up Browning safes, and more over the years as a regular patron. I don't have any complaints on my interactions with the shop.

I agree that "service" is not what it used to be. But then Ron is rarely one to smile either, though he did pay attention to what you wanted. I try to go up during the week to beat the weekend crowd. I guess I'm one that makes good eye contact with someone behind the counter to let them know "I'm next".

I applaud Keith for taking action on making Kesselrings a place you want to go back to.

[uncoolperson]

Wandered in today hitting every place near bellingham looking for a 1911 with my non-gun ownning (but likes shooting) buddy... last on the list was kesslerings.

I was also looking for a cheap 870 for myself (don't like borrowing for hunting).

well standing around at the pistol counter we were asked no less than 4 times in 20 minutes "are you being helped", some serious multi-tasking going on there people helping 2-3 people at a time... crazy, haven't seen that kind of multi-tasking since my career stint in fastfood. There was a moment where someone reached down to grab a pistol for my friend to see and we were asked if we need help by someone standing behind him (basically occupied two people at once)

my friend decided he wanted more time to find the perfect 1911 for him, and I eventually found an 870 express (I'll upgrade the shotgun/parts as things go). and again after some 5 minutes of standing around (sub par for kesselrings) trying to find someone not busy (saturday noonish) someone was walking by behind the counter and saw me with that "I need help" look (I wasn't even at the counter, 4 feet away looking around) and asked if I needed help... after filling out the paperwork and the guy running off to send it off and taking maybe 10 minutes (looks like he grabbed a snack... that's cool by me, heck the pawn shop before was dude drinking stale coffee speaking 5 inches from me... i'm okay with snacking) in those 10 minutes standing at the counter I was again asked probably 10 times if I needed help.

when the guy got back I explained I didn't know much about shotguns, and the one I was borrowing (nicer 870) had a full choke barrel so I figured I needed a full choke he corrected me and let me know I didn't need to buy another choke and that the stock modified choke would be just about right for duck (I'm sure this is a ford/chevy type thing), so I figure gun shop dude saying don't worry about buying something is awesome by me and I should listen (how often does that happen?). He did find me the sling stud/swivel set for the shotgun instead of saying "over there somewhere" like most places might. and also concured with my statement that they didn't carry the right sling for me (something along the lines of "can't knock you for that").. so that's another awesome.

I did see the new register by the door, didn't seem to be in use. Which does make sense with how on task the employees were.

So, gotta say the place has turned around, didn't feel like everyone thought I was a 12 year old and I wasn't really standing around too aimlessly waiting for help (just about that perfect amount of time for me to find an inpulse buy [which I didn't... I was already breaking my limit set by the wife] but not so much that I got irritated).

Good job on turning it around, and I will keep some business over there when it's right (internet, closer places, and all that)

[browndog]

After reading this thread i decided to give kesslerings another shot.  I havent shopped there in many years because of being treated like others responding to this thread.  I got there at noon today (saturday) there were many people in the shop I was asked immediatly if i needed help and I told they guy behind the counter what rifle i was looking for.  He went in the back and got one i looked at it and told him I'll take it.  he got the paperwork and the whole thing was done in 10 minutes.  I was in the store a total of 20 minutes and now the owner of a Rem. sps tactical 223

It was a geat in store experience and I will continue to do business there.

[fishing is for fools]

  Here is my 
 1. Don't go in on the weekend if you have a bunch of question (it's like driving slow in the fast lane)
 2. Go in after work and you get all  the help you want
 3. The guns in the used rack are not all used some are new (it says it on the tag)
 4. Always buy local
 5. You can not walk into a gun store with that kind of selection

I shop at kesslerings and I'm proud of it and if I would have seen this thread earlier I would of told you my  sooner

[saylean]

I dont know how many times I have been to Joes in Kirkland and the guy behind the gun counter doesnt even say hello, even if NO ONE is at the counter or hardly in the store. Granted, I am just browsing most of the time, but he doesnt know that. A simple, "can I help you" would be enough.

Went to Kesslrings over the last week, my brother had a scope put on his new varmit gun....it was supposed to be bore sighted...he couldnt hit paper @ 50 yards until the gun range master re bore sighted it.

The customer service was good, but it was not bore sighted which was the end of the world, but kind of a pain. We aren't holding it against them though...

I have shopped there lots of times and have always been treated well.

[Antlershed]

I dont know how many times I have been to Joes in Kirkland and the guy behind the gun counter doesnt even say hello, even if NO ONE is at the counter or hardly in the store. Granted, I am just browsing most of the time, but he doesnt know that. A simple, "can I help you" would be enough.

You think the Kirkland store is bad...ever been into the Lynnwood one and tried to look at a gun?

[saylean]

I dont know how many times I have been to Joes in Kirkland and the guy behind the gun counter doesnt even say hello, even if NO ONE is at the counter or hardly in the store. Granted, I am just browsing most of the time, but he doesnt know that. A simple, "can I help you" would be enough.

You think the Kirkland store is bad...ever been into the Lynnwood one and tried to look at a gun?

nope never been in that one...

[washelkhntr]

I been just reading this topic, and wasnt gonna post a reply till I read the last few posts. I go up there when I need to, But I recently went in to get my new Zeis put on my gun. The service was fast and friendly. But when I took it to the range and shoot, I couldnt hit the broad side of a barn. I re-bore sighted it and wow, I was on paper. The next day I called and told them what happened.....thier reply. "you didnt tell us to bore sight it, all you said you wanted was for us to mount it." Are you serious, what kind of gunsmith puts a scope on a gun and doesent finish the job....I mean that is part of it isnt it. Looks like I might have to take my work elsewhere.

[ICEMAN]

I think you have to ask to have it bore mounted. Two different operations, pay as you go....