DO NOT BUY AN ITHACA

[mspaci]

Bought a brand new Turkey Slayer last July, fired a few times & put it away. Didnt get a box as the dealer couldnt find it. I called them after I got home when it was new and was told that I had to pay a box & shipping. Took it out a few weeks ago to pattern and the ejecter broke after just after a few rounds. I call & am told to send in any old box, well I dont have a gun box. I explained that I needed it quickly so I can have for the season, was told sorry,nothing thay can do Ill need to wait for the box. I get an idea & put it in a gun cs & tape it up real good. They sent a ground label & fed ex says its a 12 hour pick up window 8am to 8pm. I cant leave a fire arm out & we are working every day. We work at a school so cant bring there. No drop offs with in 100 miles fedex says & thry also say it cant go to a walk in window. So I call back & Zac is gone for the day, 4pm, I have called numerous times & he is never there, out shooting, on phone, in meeting, took a week to get him. I ask the guy who answers the phone whats up with the poor service & he literally says, SCREW YOU and hangs up.  Sorry for the vent, shoulda saved the $800 & bought a cheap gun instead. Thought I was paying for quality & service. They wont be in business long, buy what you like this is my opinion & experience. Mike

[maytom]

Sorry to hear of your issue. That's just bad customer service, bar none!!! Their loss....

[Farmboy27]

I had a bad experience with benelli recently. Waited and saved for years to buy a sbe2 and it turned into a huge disappointment. But I would never tell people not to buy one. I do feel that they are good guns and that everyone (be it guns, vehicles, etc.) turn out a lemon from time to time. Customer service is something that I feel is really lacking in most large companies of any kind. The sad fact is profit is so far above customer satisfaction in most companies eyes that they have adopted a "sorry about your luck" attitude.

[decoykrvr]

This is the first report that I've heard about "bad" customer service from Ithaca.  Reading your post, it appears that some of your frustration was "self-inflected" and that that the experience with customer service exasperated your agitation.  With that said, as the owner of 6, Ithaca Model 37's, I have had nothing but good service from the "new" ownership/customer service at Ithaca/Ohio.  You pay a premium price for a pump shotgun from Ithaca, and have good reason to expect a premium product and the ancillary quality customer service.  Of all the shotguns which I see on an annual basis, the "new" Ithaca's exhibit extremely high quality machining, manufacturing, and functioning.  As a "new/reborn" manufacturer of a high quality shotgun, I would send a letter to management detailing the problems which you experienced w/ Ithaca Customer Service.  Your problems w/ shipping and the lack of a suitable box which was not provided by the shotguns seller, which to me is a red flag on the dealers reputation, is not the fault of Ithaca.  The cost of suitable shipping boxes, the cost of the freight, and the associated handling cost have totally precluded manufacturers from providing this free of charge.

[SCDieselDawg]

Where's the bad customer service? It's not their fault that you don't live close to a FedEx. Did you try using UPS? Did you ask your local gunshop if they would help?  I know if I have to shop something back my shop will ship it back for me. Sounds more like you wanted them to do more than they could.  They provided you with a shipping label. And for the rude comment from the guy on the phone, I'd bet that you provoked that with you comment about poor CS. They did everything they could to help you, and in your haste your emotions over came you and ruin the experience. 

[Bowguy]

Ah I swore I wouldn't do this but the guy has a problem n he doesn't need anyone bashing him. The ugh it's so hard to put it politely, guy on phone is pretty rude. Customer service is non existent with him n Ithaca should be ashamed for letting him answer phones. I had a similar situation which was taken care of but not without the frustrations of not able to reach the right person and a really rude guy that did answer the phone, he was unhelpful and incompetent. Hard to not say worse, Ithaca did however take care of me

[mspaci]

Ithaca said not to go to the dealer. Ithaca told me they only do fedex. I was calling to get another option & was told too bad. Its my understanding that shipping a fire arm must be authorized by the manufacturer to ship back? None of this was self inflicted. I never said I don't like the gun. My problem lies with customer service & the people answering the phone. I paid a premium for a pump gun & expect premium customer service with it. Yes things break. I understand this. I was very nice to them, professional but firm. That's why I cant get my head around how I was spoken too. Mike

[SCDieselDawg]

I'll back off of my previous statement.  Sounds like you did ask all of the appropriate questions. I still wouldn't tell people not to buy from them. Don't let one bad apple ruin it for the rest of them.  Sounds like the first guy was trying to help you with everything he could. 

[howl]

A company that has that kind of CS doesn't deserve anyone's business. There are come turkey call makers who make awesome calls, but they are awful people. I actually stopped using a particular call I had great luck with after meeting the person that made it.

I don't like shipping in boxes. Even when I sell one, I ship it in a cheap plastic case. Shipping a shotgun at my local post office costs about $25, insured to anywhere in the country. I'd see which cost more, post office, driving 100 miles, or buying a replacement ejector.

On, the up side, you live somewhere that doesn't even have a Fed Ex hub within 100 miles!

[akp]

That is crazy.  My experience with Ithaca was the complete opposite.  I bought a little 37 28 gauge.  Gun shot low.  Sent it back.  They tested and sent it back with another barrel.  Still shot low.  Sent it back again and Zak sent me a complete new gun.  No questions asked....

[HFultzjr]

Sounds like I would be having a talk with the dealer.
They too should be supplying some support.
IMHO.

[Gumby]

Sorry for your troubles but in all my dealings with Ithaca I have received top notch customer service. Sucks that you didn't receive the same

[mspaci]

I was really shocked as well. Part of the reason I purchased it was because they were supposed to have such good service. Mike

[mrclif]

I personally like seeing peoples reviews of customer service whether good or bad, helps us as consumers know what were getting into. I love Benelli shotguns and haven't had a failure but have called on their non existent customer service before never have even had a response to an email that Ive sent multiple times and the guys a the Benelli booth at the convention that Ive talked to are clueless about turkey hunting.   

[Bowguy]

 

I personally like seeing peoples reviews of customer service whether good or bad, helps us as consumers know what were getting into. I love Benelli shotguns and haven't had a failure but have called on their non existent customer service before never have even had a response to an email that Ive sent multiple times and the guys a the Benelli booth at the convention that Ive talked to are clueless about turkey hunting.

Worst company bar none customer service is Nikon. Took 4 years n about 30 phone calls to resolve an issue. I talked to Zak at Ithaca about the customer service n he seemed to take it to heart, and be a little upset how a customer was spoken to, the ladies there help as well. It's basically the one idiot who sometimes answers the phone