Issues with Henry Customer Service

[Ruger1300]

Good morning,

My Henry Evil Roy in 22 lr started having feeding rounds. It started with hollow points and then with all ammo. The trigger was also starting to scratch the inside of the lever.

I sent the rifle in for maintenance and after a couple of weeks received it back with a visibly bent lever. I contacted Henry and was told they were out of the large loop lever but would send me one as soon as possible. After a couple of weeks I sent a follow up email that simply stated that this is unacceptable and the Henry from the past would never have let a rifle leave the maintenance department like that nor not sent me a new lever by now. A couple of weeks after that email I received a lever in the mail with instructions on how to install it.

I get that there is a pandemic and all of that going on but I was really taken a back by this experience. The customer service rep wasn't rude but acted like this was a normal occurence. I've always had great experiences with Henry and was really taken aback by this one.

Has anyone else had an experience like this lately?

[BrokenolMarine]

Anthony's email address is on the website, let him know the problems you are having, but remember you are just inviting him into the loop. Tact gets better results...

[JEBar]

I do recall hearing a while back that they were out of levers .... hopefully that is no longer the case .... agree that it would be good to email Anthony with the facts

[leverjc]

I have to agree that contacting Anthony is the best way to go. He can expedite things. On my BBS's the second trip back to Henry for a good barrel I had been waiting 7 weeks for the return. I had contacted them and they said they were having raw material problems. The next day I emailed Anthony and the nest day it was on its way.

[BigAl52]

Agree get a hold of Anthony he will get on it.

[Ruger1300]

Thanks for the advice - I may just email him. I don't want anything for free but this experience has put me off on a new Henry right now.

[Ruger1300]

I took your guys advice and emailed Anthony after his email concerning 2020. I received an email back the next day with an apology and a shipping label to replace the rifle. Henry sent me a nice coffee cup and some other Henry branded stuff and is even going to move the fiber optic sites off of my rifle and put them on the new one. I have to say I am impressed and may have to add another Henry to the stable.

[Sir Henry]

I took your guys advice and emailed Anthony after his email concerning 2020. I received an email back the next day with an apology and a shipping label to replace the rifle. Henry sent me a nice coffee cup and some other Henry branded stuff and is even going to move the fiber optic sites off of my rifle and put them on the new one. I have to say I am impressed and may have to add another Henry to the stable.

That is why we keep buying Henrys.

[BigAl52]

Id like to add one comment here. I dont care who you are or what company it involves there is going to be a time when something doesnt go quite right the first time. Perfection is simply not achieved all the time. But I gotta say Henry goes above and beyond to make it close to that all the time. They are one of the few companies in America that knows what customer service is. Yup thats why we keep buying Henrys.

[JEBar]

completely agree

[Rifletom]

More agreeing here.

[Hatchdog]

So far I haven’t had the opportunity to use Henry’s customer service but it’s nice to have confidence should the need ever come up!

[brm4450]

I completely agree, I’ve used it twice and was completely amazed at the speed of which they sent the UPS label and fixed the problem and returned it.

[Johwar]

New Guy with new H001. When registering my rifle, I asked it they offered a military discount on parts/stuff. They replied that they did not but sent me a Henry rifle case free. Now that’s a company that will always get my business and referrals.

[GFK]

New Guy with new H001. When registering my rifle, I asked it they offered a military discount on parts/stuff. They replied that they did not but sent me a Henry rifle case free. Now that’s a company that will always get my business and referrals.

Welcome, and that is nice. I was not aware of registering firearms though. Then, it been a few years since I purchased a Henry.

[Ruger1300]

My replacement rifle arrived a week or so ago covered in a gritty white powder that cause me to break out in hives. I cleaned the rifle several times and noticed that when they swapped the rear sight they never put dummy screws in the holes and they were jammed with this powder. I understand that these are minor issues but after all the emails and the president of the company telling you to replace the rifle you think it would have arrived flawless. I may buy another Henry in the future but the mystique has worn off for me. Glad to hear you guys have had good experiences but mine has been a PITA.

[JEBar]

have you had a chance to see how it performs

[Ruger1300]

No, it has been raining like crazy here.

[BigAl52]

My replacement rifle arrived a week or so ago covered in a gritty white powder that cause me to break out in hives. I cleaned the rifle several times and noticed that when they swapped the rear sight they never put dummy screws in the holes and they were jammed with this powder. I understand that these are minor issues but after all the emails and the president of the company telling you to replace the rifle you think it would have arrived flawless. I may buy another Henry in the future but the mystique has worn off for me. Glad to hear you guys have had good experiences but mine has been a PITA.

I know you shouldnt need to do this but I would have taken pictures and sent them right back to Henry via Anthony. Or at least made a phone call to customer service.

[ol'pole]

My experience with Henry cs and HWS was/is horrible !! Asked CS about front sight height & I got 4 wrong answers from 4 different CS people, 5th person finally did 2 min worth of research and gave me the correct answer. Last week I sent my rifle to henry, it was trying to feed 2 cartridges at once and the handle wouldn't stay locked when fired, Got the rifle back Tuesday, tried to run some dummy rounds thru it, What crappy work, it jammed on the second cartridge !! Great HWS, I know the tech didn't cycle the rifle with dummy rounds or tried to test fire it . Tuesday night another em to hws. Wednesday morn back to UPS and ship rifle. The cs rep said that they have "engineers" on standby to find what the problem is??? Told cs that I would like my rifle back in proper working order by Thurs. the 29th, the kids and grankids are coming in and we planned some range time on Fri. Will put money on the fact that Henry won't have my rifle here in time but we will see.

I wonder when Ruger will have the Marlin line making and shipping firearms