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Discussion Starter · #1 ·
Guys,

Don’t ever buy or give Hogue grips your business. I was always told they made great products and customer service was their number one priority…that is NOT true by any means!!

A while ago I asked some of you guys for a more aggressive grip for my P229. A number of you told me to try the Hogue G-10. After contacting Hogue and receiving a catalog from them I ordered my new grips on Feb. 27, requesting US priority mail (so I’d have it in 3-5 days). When I placed my order I told the order lady my full name, address, city, state & zip-code. By the next day I see that Hogue had charged my Visa card. At this point…I’m thinking I should be getting my new awaited grips in a few days.

Well a few days turns into a week, so ten days later I called them (3/9) to find out the status/location of my grips.

The customer service lady tells me, "oh, yea your grips just came back…apparently we had the wrong zip code". Ok so a mistake can be made….so just to make sure they have it right this time I repeat everything again, name, address, etc… The customer service lady assures me it will go out and I should have it early this week. Well yesterday afternoon I decided to call and see if I could get a tracking number to find out where my grips are currently located, since I hadn't received them.

When I get ahold of their customer service personnel I ask the lady for a tracking number so I can go online to look up that status/location of my grips. After putting me on hold, the lady come back and proceeds to tell me "oh the grips just came back apparently we had the wrong street address" (what she reads off isn’t EVEN close to my address). Now I’m starting to get mad:mad:! At this point the customer service lady tells me she’s going to put me on hold to research what happened….I say fine. After waiting nearly 4 mins, I get disconnected. So I immediately call back, I tell the lady I was disconnected. She tells me "oh, sorry I’m still trying to see what happened to your order". I explain that I had called on 3/9 inquiring about the grips and providing the customer service reps at that time my correct address, city, zip, etc… She tells me to hold on I’ll be right back…so back to on-hold music, this time I’m on hold for 3 mins. before I’m disconnected AGAIN.

Now I’m steaming mad! So I decide to call their ordering line and ask to speak to someone in authority. The order lady tells me to “just be patient.” I tell her I’ve called twice and been disconnected twice and she has the nerve to tell me I must have disconnected myself, because they didn’t hang up on me….YEA RIGHT!!!

I tell the lady, “your company promotes that customer service is your number one priority”, well I’m not happy and want to speak to Aaron or Patrick (names on the catalog). The lady interrupts me and tells me again to "just be patient"!! At this point I tell her I want a supervisor.

Ok so now I’m into this for 20mins of my cell phone air time.

The supervisor comes on. Here we go AGAIN! The supervisor tells me, “I’m new to this story, so start from the beginning. Oh, GREAT!!! So I tell her everything I’ve gone through. She tells me that when they called me last week, I must have given them the wrong information. BS!! First I tell her no one from her company called ME, I called them asking for status…she tells me that’s not what their records indicate. I responded by saying whoever wrote that LIED and I can prove it…I tell her, this is your last chance, no more run around. Either I get my grips or I call Visa to file a complaint! She proceeds to ask, can you give me your name and address again just to make sure I have it correct (I’m thinking, I’ve told your company three times now)…is there anyone with some brains? So I proceed to give her my name, address, city, etc… Now get this...she tells me, let me look to see if we have your grips in stock….WHAT….I say how can it NOT be in stock, I ordered the grips, they never got to me, and werereturned to you folks. She tells me I need to double check just to make sure we can ship your grips. After round and round we go, she tells me it will be shipped…but not till the following day, since I “just missed the UPS guy”…but I’ll have the grips no later than Friday. I finally say fine, can I have a damn tracking number, she tells me she can’t give me one until after UPS picks up the grips.


I got to tell you I will NEVER give Hogue grips my business, nor will I give them any positive comments. They’ve lost me as a customer for life and I intend to let my friends know how they screwed up my order and how they treat customers.

Some of you may be thinking, dude why I didn’t just cancel my order and go somewhere else….honestly where could I go, I was kinda stuck, needing a particular type of grip that as far as I know only Hogue makes.

Just be aware of this nightmare and how I was treated...when and if you ever order from them.
 

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Deja vu, but different seller

I ordered a set of Hogue wood grips for my p245 in January, from Optics Planet on line store. A few days later they sent me an e-mail saying the grips were not in stock and gave me an option to cancel or wait for their restock order from Hogue. 7-10 days was the estimate. I was in no hurry and Optics has always been good to work with, so I let the order stand. A little over a week ago, I had a discussion with Optics about their not showing an "out of stock" flag for on-line products, then canceled my order. They had never taken my money from paypal, and the transaction was closed. I don't believe it was their fault the grips weren't available. All of which makes me wonder if Hogue is having some sort of issue getting products out to vendors and direct customers. Their service history has been good, in my personal experience, but I didn't order direct this time, since Optics price was less than Hogue direct. :confused:
 

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Discussion Starter · #7 ·
If I could have found a store or on-line vendor that sells the G-10's, I would have bought them on the spot. None of my local stores carried the G-10's...most said just give Hogue's a call they can ship directly to you....that was my first mistake!

If the grips don't show up as expected, I will be contacting my Visa and filling a complaint and denying payment.

Even if Hogue is the only place that I could get a particular product....I'd go without before I'l EVER give them any of my money again.
 

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Yes, they are on the website, BUT......

they were also on the site when I placed my order. When I asked why it showed the product when they don't have it, their customer service people emailed me saying their system does not have an "out of stock" display capability. That seems unusual for a large company such as theirs.
 

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Just ordered some checkered Gonzalo Alves Hogues' from Gregg Cote for my 226 .22 lr classic. They arrived sooner than expected at a very reasonable price.
+1 for his business. The grips show nice, dark striping and if they fit like my other Hogues..they will be a very nice improvement, imho. I still the look of wood on a pistol, maybe I'm old fashioned!
 

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If I could have found a store or on-line vendor that sells the G-10's, I would have bought them on the spot. None of my local stores carried the G-10's...most said just give Hogue's a call they can ship directly to you....that was my first mistake!

If the grips don't show up as expected, I will be contacting my Visa and filling a complaint and denying payment.

Even if Hogue is the only place that I could get a particular product....I'd go without before I'l EVER give them any of my money again.
Wow! Glad my wife didn't feel that way about second chances; wouldn't be celebrating 40th anniversary next weekend.
 

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Flyguy, this is why I try to only order online. That way I always have an email and instant receipt trail to back myself up.

The best way to show annoying customer service the complete story is with email and account trails. I also spell words and numbers out in the NATO phonetic alphabet when giving possibly-confusing information (i.e. street addresses, my name). I learned that when I needed warranty services on an old Kel-Tec P-11, they messed everything up on the phone except my last name and ZIP code.

I'll still give my business to Hogue, but I'll be extra careful after reading this.
 

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Agreed, I am waiting for Greg Cote to get a set of 226 Piranhas in so I can order from him. They are cheaper through him as well.
Same here, I ordered some from him for my P238 (he was the only one who had them in stock below $30 not including S&H) mine should be in either today or tomorrow according to tracking. I would have bought mine at a local GS but all anyone had were pink ones lol
 
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