LaRue customer service

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benenglish

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Nov 22, 2011
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I just got this email:

Are you one of the many folks patiently waiting on your LaRue Rifle ?

If so, first and foremost, I implore you to please accept our apologies ... every hour, it seemed as if we were an hour from completion ... hours turned to days, days to weeks, weeks to months, etc.

Truth is, making a barrel that lives up to our reputation is tougher than it looks. Anyhow, as of this moment, we're still not quite where we want to be. Even state-of-the-art barrel-making equipment needs tweaking in order to ensure match-grade barrels - and yep, we're still tweaking.

In the meantime, we are awash in Field Grade quality barrels. So, to get rifles out into long-awaited folks' hands, we are going to offer to send rifles with a Field Grade barrel on it. These Stainless-Steel barrels are nothing to look down upon, but they’re just not on par with the ones we’ll be producing soon. Consider the Field Grade barrel as a "beater" barrel to use and abuse. The rifle will ship with a coupon for a no-cost follow-on Match-Grade barrel that we'll send out once we're satisfied with our setup.

Be advised, But you don't have to take us up on this offer. You may stay in line if you wish.

Please do not call us, Juli will be calling you shortly ... starting today.

Thanks,
Mark LaRue
If I understand this right, they're saying "We're willing to send you your rifle with a lower-grade barrel now and will send you the high-grade barrel you ordered as soon as we're able. For free. Your option." IOW, they're giving away free barrels just to keep impatient customers happy.

Wow. I think LaRue may have just earned a permanent spot on my short list for, well, anything they make.

Is LaRue really that good in the customer service department or am I missing something?
 

BigBoss0311

Well-Known
Mar 8, 2010
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McKinney, TX
Hahaha, hmm, their lack of communication and CS is what caused this email finally. Look around a few other forums, especially ar15 (where the LaRue fanclub stays) for what people really think. And finally, I love their Dillo dust.
 

TundraWookiee

Scruffy Nerf Herder
TGT Supporter
Jan 9, 2012
2,701
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Cedar Park
I was deciding between one of their 16" stealth uppers or a BCM one for my upcoming build but this makes me lean in their direction. Truly remarkable customer service by the sound of it.

Out of curiosity, what was it that you had ordered?

Sent from Kate Beckinsale's closet.
 

40Arpent

TGT Addict
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Jul 16, 2008
7,066
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Houston
I have a rifle on order at LaRue, and when I got that email, I immediately thought "Hmmm, so now I'll probably be waiting 12 months instead of the 'over a year' timeline they originally gave me. LOL
 

benenglish

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Nov 22, 2011
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Interesting divergence of opinions. Thanks; I knew y'all would know more than me.
 

cajunautoxer

Well-Known
Sep 8, 2008
1,274
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Houston
They make good products but owner is such a douche y'all can't keep his products. Plenty of other good companies around


Sent from my iPhone using Tapatalk
 

shortround

TGT Addict
Jan 24, 2011
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Sorry, I don't follow the "high-end" market.

Could this have been a case of "promise more" and deliver less?
 
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