Complaints

This profile includes complaints for Leupold & Stevens Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Leupold & Stevens Inc

  14400 NW Greenbrier Pkwy Beaverton, OR 97006-5791

• 

  Leupold & Stevens Inc

  PO Box 688 Beaverton, OR 97075-0688

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/20/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 23, 2023 I filled out a Leupold Warranty Request on a GX-4 Rangefinder and shipped the item as instructed on the form. My *** tracking number documents that they received the item on 1/27/23. Between 1/27/23 and March 5, 2023 I reached out to Leupold ****************** in writing two or three times, and I never received a response. Today, March 21, 2023 i received my rangefinder back, in the same condition I sent it and was told it was outside of the warrant period. This surprised me because the first thing you see on their website is "Lifetime Warranty." Unfortunately, you have to dig into the fine print to find out rangefinders do now fall under the "Lifetime Warranty."My complaint is that I believe they operate under very deceptive marketing tactics. Also, their "customer service" is non-existent and the fact that I had to find out almost two months after the fact that there was no warranty on the rangefinder is just unacceptable. The LEDs that provide the yardage had clearly failed and that certainly sounds like a defect to me.Additionally, the return letter they send states that they are ".........not able to hold a product more than 35 days........" yet they received it on January 27th and only returned it to me on March 21st, they apparently don't even follow their own guidelines. They also mis-dated (intentionally) the repair order on 2/2/23 when I have the *** tracking number 1Z803V9F0361284808 that clearly shows they received it on 1/27/23 at 10:01 AM.Someone needs to look into their business practices

  Business Response

  Date: 03/22/2023

  Dear ****************,

  We were sorry to hear of your dissatisfaction with our warranty. As you mentioned, on our website, we do offer a Lifetime guarantee for any of our Leupold riflescopes, mounts, red dots, binoculars or spotting scopes.  Our rangefinders fall under our ******************* Guarantee of two years.  You can find these details if you click, "Learn More" under our warranty section.  ***************************************************************** or you can read about that in your owner's manual.
  

  As you mentioned your rangefinder was received at our warehouse on 1/27/23.  It was entered into our system by our ************************** on 2/2/23.  An email was generated and sent to you on 2/2/23 stating what your options were based on the fact that the product was outside of its warranty period.  There were two options given - return the original unit back to you or the second option was offering a substantial discount on a similar replacement product.  If you were to choose Option 2, your original rangefinder would not be returned.  There were ten different rangefinder options proposed to you at discounted prices.  These prices did not include sales tax.  If you wanted to accept Option 2, we provided a phone number to contact product services and gave the account number associated with your warranty claim.  Our team reviewed our records and showed no emails or phone calls coming from your email address or phone number.  Therefore, your original rangefinder was returned on March 14th, which was the 33rd business day from date of original receipt of January 27th.

  Yesterday, on 3/21, ******************* called again and left a voice message with his direct line as well as our 800 number.  If you would like to take advantage and purchase a different rangefinder at the discounted price we would be happy to accommodate you with that.

  If you have any other questions, please feel free to contact me directly.

  Thank you,

  *******************************

  Manager Business Planning

  ************

   

   

   

   

• Initial Complaint

  Date:02/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December of 2022 I sent a Leupold 3x9x40 scope to Leupold Stevens *** to be repaired under their lifetime warranty. I talked to a technician who said if the scope couldnt be repaired a replacement would be sent. I advised that this scope had been in my family since approximately **** and he said if it couldnt be repaired they could inscribe the bottom as non repairable and return with replacement. After 3 months I contacted Leupold they advised the scope couldnt be repaired and the would and not return my scope or return my unit I repairs. Their replace was an entry level 3x9x40 freedom model approximately $250 value. When my father purchased this scope in **** or 69 it was their top of the line model and cost $100 which is almost $900 in todays conversion.. These old arched logo scopes as they are known can bring $700 in decent condition and mine looked pretty close to new it just wouldnt adjust. I feel their replacement offer is unacceptable .Thanks for your consideration!*******************

  Business Response

  Date: 02/14/2023

  Dear **************,

  I spoke with our *************************** and they verified they received a very old 3-9x that you said was purchased for appx $100. Leupold offered to replace it with a $250 ***Freedom 3-9x40mm. The replacement would have a far superior performance than a product that was developed and manufactured over 50-years ago.
  

  
  Unfortunately, used scopes do not appreciate in value with Inflation. This is a misconception some customers seem to have. They seem to think a $100 scope in the 60s will somehow be worth $700 today. The fact of the matter, it is the opposite.  With the increase in technology, we can now make a much higher performing product, for much less.
  
  Regardless, you sent your product in for Warranty.Our policy states that we will Repair or Replace. In this instance, customer service contacted you and notified you that the product was not repairable and we would replace it with, the ***Freedom. You requested to have your warrantied product returned. Our policy states that we repair the product if possible, if not possible we offer a replacement for the product returned.
  
  Leupold presented the customer with the following options (based on our policy) since the item was unrepairable, which are:
  a. Replace the scope under warranty, with a ***Freedom 3-9x40mm ($250 value), and we keep his defective unit.
  b. Return his original product back to him in the condition it was received AND offer him a discount on a new unit.
  c. We can refund him the original purchase price of the unit ($100), but we would keep the returned scope, or
  d. We can Return the Item to him as it was received.
  
  According to ***************** you spoke with ************************* yesterday and after being presented with the four options above, you asked for the scope to be returned, as it was received and did not want a discount on a new unit, nor did you want your product replaced under warranty with a current comparable product. So, per your request the scope will be packaged and returned to you later this week.  If you decide you would like to take advantage and purchase a new scope at a discounted price, please let us know.  As soon as I have the tracking number, I will send that information to you.

  If you have any further questions, you can contact me directly at ************.

  Thank you,

  *******************************

  Manager Business Planning
  

   

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 19396705
  
  I am rejecting this response because: as the statement made by the company representative is not true about these scopes going down in value as I have attached three scopes of the same model and model that have recently sold for $499 and $649. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/28/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/8 I ordered a pair of performance glasses for a gift for my husband for the upcoming holiday, the cost was $203.29. On 11/9 I received notification that the order had shipped. Still today, 11/28, that order(#*********) still has never been delivered. I spoke to ****** at ext. **** he spoke with *** dispatcher and confirmed the address was valid & would be delivered the next day, The item was not delivered, I called ****** back left vc mail and still have never had a call back. I then called the customer service line where I waited as caller 39 in their que & spoke with ***. *** placed another order at no cost(order #*******). This was supposed to be delivered on 11/25. There has been an error message on tracking number for "sortation issues." I called in today,11/28, and spoke with **** asking for a refund, He first said I would have to wait until the package was received back to their facility. I laughed & said this doesn't work for me esp. with two packages being missing in action. I'm not contracted with ***, Leupold is & should work that out between the two of them. The burden should not fall to the paying customer. He said with your issues I can go ahead request an RMA. I agreed and said as long as money was returned by end of week(this allowed 5 business day) this would be find. **** then said it would take two weeks. I understand there is a process, I'm use to someone saying you should see the funds back within 3-5 business days NOT 2 weeks. So I ordered product on 11/8 but may not receive a refund until mid December and yet I have no product.

  Business Response

  Date: 11/28/2022

  Dear Ms. ************************************************************** you for reaching out to us.  I spoke with our Senior Manager of Sales Operations, ******************  Your first package, appears to have been lost in transit by ***.  Leupold started a *** Lost Package Investigation per our normal process.  Normally, the investigation takes up to 2 weeks on UP's end, unfortunately.  We like to wait until the investigation is concluded before deciding on next actions.  It's not uncommon for *** to find the package and deliver it, as a result of the investigation.

  However, since you called back, *** responded and sent out another set of eyewear at no-charge to make sure you were taken care of.  As usual, sometimes the tracking numbers don't track the package right away, which is what is going on here.

  When you called again, our tech services group initiated the refund for $203.29 per your request and put a stop delivery on the 2nd pair that was shipped out.  Normally the process can take some time, but TJ confirmed that you should see the refund in the next day or two.  

  If you do not see the refund, please feel free to call me directly at ************.  We are very sorry for any inconvenience.

   

  Sincerely,

  *******************************

  Manager Business Planning & Financial Analysis