Wolff Gun Springs - Poor Customer Service

K

KMO

New member
I ordered some replacement magazine springs for my 1911 directly from Wolff. They are apparently pretty busy, so I checked up on my order with a simple email inquiry. Some belligerent puke in their customer service department answered me back with a snotty email telling me not to bother them unless my order fails to arrive in another 3 weeks. This is after telling me it has already shipped. Anyone else had this experience with Wolff? I’m looking for a new gun spring maker…
 
"I’m looking for a new gun spring maker… "

Let us know if you ever find one. Seriously. And no, I've never had your problem with them, they've always been nice to me.

John
 
I've gotten multiple springs over the years from them (1-lb increments from 8-16# for the 1911).
Never a problem of any kind
 
I have ordered their springs for some very old Colt pistols and a Spanish Mauser. When I called them on the guns they were VERY helpful and I have continued to order from them when needed. Perhaps your fellow was having a bad day? I know I do but then my internet handle says it all

grumpa
 
I've got a Glock 27 in which I use the Wolff guide rod assy with Wolff springs. About a year ago the guide rod broke. I e-mailed them a picture of the broken part. 3 days later I received a complete new guide rod assy, with springs, just like my original order.
I'm very happy with their service.
 
Mind if I ask how long passed between placing your order and your inquiry?

I've dealt with them for various springs for many years. Nice folks.

It's not like they have a bunch of people sitting around waiting to answer the phones and emails, though. (FWIW, I've been told that on any given day the customer service center at S&W might be staffed by anywhere from 18-35 people, but then that's where all their in-coming questions are directed, for guns & everything else ... and they're still busy non-stop all the time.)

You can always take your business elsewhere, but it would probably be more to your loss than theirs ...
 
Are you able to put up a copy of the actual language they used? If its particularly snarky, it might be worth it to go back to them with that email, for redress.
 
I'd also like to see an actual copy of the email. I find it hard to believe they told you not to bother them, in so many words.

They're a good outfit. They're busy, fortunately for them, so it might be a little bit before they ship. But it's never been unreasonable.

I've also had occasion to call and clarify something regarding an older gun and found who I spoke to polite and helpful.
 
When I first got my P-64, I was searching for springs to help tame the snappy recoil and to lighten the DA pull. They were EXTREMELY happy to help me work through the issues, even though they didn't actually make any springs for that pistol. I was convinced that mediocre metallurgy was the reason that the stock springs were sub-optimal, but I couldn't find the right geometry in a modern spring anywhere. Wolff totally came to the rescue and came up with 2 extra-duty recoil springs for this design. It took them a few months to release them, but given that they had to tool up to do it, I couldn't possibly be happier with their responsiveness.

I'm going with the "someone had a bad day" theory ...

Saands
 
I ordered directly from them a couple times with no problems. If you really are that bitter about it you can buy most of their products through midway. Only thing that sucks about midway is if your order is under $20 you have to pay some sort of processing fee which is always an extra $5 or so.
 
I wish they had a walk in store, I'm about 15mins from them.....lol. I'm pretty happy with them. I just ordered a bunch of stuff from them.
 
Hey, I'm a repeat customer as well, both by direct order, and through MidwayUSA. Good history or not, I don't appreciate an arrogant response like I got...

My complete email question..."Are you sure this order really shipped?"

The response I got...

"Thank you for your email and recent order which WAS shipped to you on February 3rd as indicated below. Why would we tell you your order had shipped and not ship it? Orders shipped via USPS first class mail can take between 2 and 10 business days to arrive. However it is not uncommon for an order to take longer for reasons known only to the post office. Should your order not arrive by the end of this month, please let us know."

(Keep in mind, the above response was sent to me on 2/8, and he's telling me not to check back unless it fails to arrive after waiting until the end of the month. Snarky enough?)
 
well, that was a bit snarky, but they already told you they mailed it. USPS is called snail mail for a reason and you aren't outside the delivery window to begin with. I wouldn't have thought of sending them an inquiry for another week. If you wanted to get it faster you should have expedited shipping somehow.
I bought some springs from them without incident. I am not sure how long the delivery took as I was not rushed.
 
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johnwilliamson062...You act as though you work for Wolff by the way you excuse away that employee's poor customer service. Curiously, that employee's name was John. I know how to order expedited shipping, so spare me your condescending advice. The fact is, my simple question was in no way out of the ordinary, and only a company that thinks they have a lock on a particular industry would respond in this manner. Apparently, Wolff isn't feeling enough capitalistic competition in the gun spring world. I'm searching though...:cool:
 
KMO, based solely on your response to johnwilliamson062, I tend to think the Wolff employee felt a bit of attitude from your end, and responded in kind. Good form on his part, no... but I don't think it was completely unwarranted.
 
The employee needs to learn the difference between "what you say in your head to a customer" and "what you actually say to a customer". I'd forward the email back to their customer service manager, or call them, and let them know that you do not appreciate being spoken to in such a manner. Seems that John needs some extra training.

The tone and attitude of your inquiry was likely what triggered the response since you email them basically questioning their honesty. Perhaps if your question had been, "Request for shipment verification" or something like that you would have received a better toned response.

Whatever the tone of your email there is never an excuse to be rude to a customer and I'm sure that if they are made aware of it you will receive an apology and John will be reminded of how to treat customers.

Wolff is a first rate company but even the best companies have a slip up now and again.
 
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