Complaints

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:01/06/2025

  Type:Product 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.

  *************************** ********************** Subject: Urgent Complaint Regarding Defective Product and Lack of Customer Support Dear ********************** Customer Service,I am writing to formally express my frustration and disappointment regarding my recent experience with your company, specifically concerning the purchase of two Diamondback DB9 firearms in different colors.Upon receiving my order, I discovered that one of the DB9s was defective; the rails were not identical, and one rail had serious defects that did not allow the rail attachments to fit and line up properly. I promptly notified your customer service team about this issue, and I was issued a form to return the defective item for examination.I mailed the item back to your facility several weeks ago, along with the completed repair/replacement form and tracking information. Since then, I have reached out multiple times via email to inquire about the status of my return; however, my emails have gone unanswered. Additionally, I have attempted to contact your customer service team by phone several times, but my calls have not been returned or answered.This lack of communication and support is unacceptable, and I feel misled by the positive customer reviews that influenced my decision to purchase from Diamondback. The fact that I have been left with a non-functional item an upper that I have entrusted to your company for repair or replacement is extremely frustrating.If I do not receive a response regarding the status of my return and the item is not returned to me promptly, I will have no choice but to escalate this matter and consider contacting my attorney to file a civil complaint. I expected better from a company that prides itself on quality and customer satisfaction.I hope to resolve this issue amicably and swiftly. Please contact me at your earliest convenience to update me on the status of my return.Thank you for your immediate attention to this matter.

  Business Response

  Date: 01/06/2025

  Good afternoon, we have been closed since 12/20/24 for the holiday and our yearly inventory. Your email from 12/27/24 and 12/30/24 were both responded to today 1/6/25.

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22774100
  
  I am rejecting this response because:

  I have not received the item I shipped to Diamondback for an exchange, not has the company provided a Tracking Number and *** of my item. I contacted Diamondback several times by email and by phone and nobody responded to my emails or phone calls until I initiated a BBB complaint.

  As a loyal customer of ********************** I expect better communication and customer service from this company. I also want a new upper since the new upper purchased is defective.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 01/07/2025

  The upper purchased is not defective. We made a running change to our rail, and they are slightly different between the two you have. The original rail you have with the 4 slots was discontinued and replaced with a new one and the **** slots are slightly different. Even though the **** slots are different, they both will fit the 4 attachments, you just have to overlap the **** slots. The two handguards are slightly different but after receiving the upper in, there was nothing out of spec with it. ***** tracking # ************ - thank you! 

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22774100
  
  I am rejecting this response because:
  
  I am writing to express my deep dissatisfaction regarding my recent experience with your company. 
  Firstly, I am incredibly frustrated that I received two different variants of my item without any prior disclosure. It is unacceptable to not have been informed that I might of received a discontinued DB9 variants alongside new ones, especially at the same price point.
  Additionally, I was appalled that my item was in your possession for over three weeks, during which I had to escalate the matter by filing a complaint with the Better Business Bureau just to get a response and have my item returned. Furthermore, I had to navigate the inconvenience of paying for shipping to return an item that was not handled appropriately by your company.
  To top it off, I am now faced with the issue of overlapping rail attachments due to an item that was cut too short. This situation is not only frustrating but also indicates a lack of attention to detail and customer satisfaction on your part.
  I am very disappointed with the level of customer service I have experienced. Because of this, I will not be purchasing from Diamondback again and will not recommend your products to others. 
  I hope you take this feedback seriously and work towards improving your customer service standards.
  

  Customer Answer

  Date: 01/13/2025

  I had to initiate a Better Business Bureau complaint to seek resolution. However, in a recent discussion with Diamondback, they claimed that the DB9 upper in question was 'not out of spec.' This statement is a blatant lie, as the **** slots on my newer DB9 upper are clearly different from the original model I purchased.
  In conclusion, Diamondback Firearms has failed on multiple levels: transparency, customer service, and product consistency. I expect a higher level of commitment to customer satisfaction from any company, especially those that claim to cater to enthusiasts like myself. I urge the BBB to thoroughly investigate this matter and help resolve the issues I have faced with Diamondback.

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  I had purchased a DB380 and upon field cleaning I discovered a broken trigger spring. So I contacted Diamondback arms to purchase the replacement spring and some additional parts for the firearm. I was told by a Diamondback representative that the springs will be covered under warranty but the additional parts I can purchase from their website.They asked for the serial number to the firearm so that they send the correct part. I sent the information back to them and then proceeded to purchase the other items as discussed. I received the purchased items in about a week but no springs. So I tried calling them with no answer. So I responded by email to find out what happened to the springs. They responded saying oh theyre right here on the bench and Ill send them out. A week later I receive the springs. However they are the wrong ones. I send pictures of the springs they sent compared to the ones I need. And now they say that they dont make those anymore. But at a discounted price of $196 I can send my firearm back to them and theyll ship me a new one. Even though they claim a lifetime warranty on their firearms. I went back and forth with them hoping to a fair resolve and explaining how the cost of shipping mine back and cost of the parts already purchased and the discounted price of a new one that I can just outright buy a new on here locally. Their only response I apologize for the inconvenience and it all could have been avoided had they been up front with me in the beginning about the spring no longer available and honoring their warranty. I do own a few Diamondback firearms but after having to deal with their lack of customer service I will steer clear from them and will no longer recommend their products.

  Business Response

  Date: 07/18/2024

  Diamondback's warranty policy is lifetime and does cover the replacement of a new gun if the previous one has been discontinued. However, this policy only applies to the original owner of the firearm. In email correspondence with ******************, he provided receipts showing that the firearm was purchased at an auction as a second-hand firearm in June of 2024. 

  We typically try to help out the customer by sending them small replacement parts (like springs) at no cost to the customer, even if they are the second or third owner and the lifetime warranty doesn't apply.  But we are unable to offer a full warranty replacement of the firearm at no charge for used firearms.  The customer service team did send the wrong spring not realizing the old generation had a different spring. They have now been instructed to verify the serial number and generation of the firearm for part changes before shipping out warranty parts in the future.  This will prevent new parts being sent for old generation firearms and would have saved time for ******************. 

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21962111
  
  I am rejecting this response because: its a safety issue. 
  First off, thank you for your response. However, you do provide a lifetime warranty on your product either because that you are confident in the quality of your product and want to provide your original owners a trouble free safe firearm or you value your customers by providing good continued customer service throughout their ownership of your product. And it sounds great but you hide behind a policy that states to the original owner. Its the same product but now that its changed hands Diamondback now has a way to get out of standing behind their warranty. You have made your money from the original purchaser and in my case more money by me buying accessories for this same pistol because I was assured that the parts were on there way to make this firearm safe. I believe its very discriminatory on who you get to choose who gets the warranty or not. And its a safety issue because now I have to try to create a fix to this firearm and hope that it doesnt blow up in my face and cause serious injuries or death. And all because you will not allow me to either buy the parts or replace under your warranty the entire firearm with a updated safer product. Kind of like a vehicle that has a safety recall that needs to be replaced, the manufacturer doesnt care who owns it or if its the original owner they are just concerned about the safety of the people that are driving it and will fix the problem.  
  
  This was my second DB380 in which the first one I am the original purchaser but it was back in 2011 or so and guess what I cant find the original recipe for that one so I guess Im no longer a valued customer to **********************. I am somewhat thankful that I was able to experience this issue so I didnt make a mistake and purchase a third product from your company.

   

   

   

  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/12/2024

  Type:Product 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.

  I purchased a db9 pistol and was trying to purchase extra mags for the firearm and the customer service is horrible. First the phones dont work then I specifically call their internet sales **** and they refuse to see me saying only you can purchase them online only. Well then why is this called the internet sales department??? No wonder Taurus bought them out. There customer service is terrible

  Business Response

  Date: 02/27/2024

  Customer placed order online on website on 2/12/24 and product shipped on 2/13/23.  Product delivered to customer on 2/17/24. 
  
  We apologize that our internet sales team was unable to assist you over the phone, but we are happy to see that you were able to get the product needed. Unfortunately, per our credit card agreement with our processors we are unable to manually type in credit cards over the phone which is why the team said they needed to be purchased online. Also, we have no affiliation with Taurus. 

  Please let us know if there any further assistance we can provide.  Thank you! 

• Initial Complaint

  Date:08/09/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I bought a DB380 pistol in March of 2023. The store did not have it so I had them place an order for a Gen 4 version. The store received a Gen 3 version, I immediately emailed Diamondback to confirm and was told that it was a Gen 3 and the only differences between Gen 3 and 4 were cosmetic, there was no internal parts difference. I wanted the newest version due to reliability issues this company had in the past. I decided to keep the Gen 3 since I was told the parts were the same, I didn't care how it looked. Last week I sent it to Diamondback because I started having issues. After I sent it in for repair I find out that the company rep gave me the wrong information, which I have proof of. The Gen 4 does have updated internal parts. I requested that my Gen 3 be replaced with a new Gen 4 or at the very least to have the internal parts replaced with Gen 4 parts. I explained to the company that if the representative had given me the correct Information I would have taken it back to the store immediately and had them replace it. The store I bought it from did not have that opportunity since I wasn't given the correct Information until 4 months later. Diamondback said "it's on the store". That is on Diamondback! Their reps should be giving the correct Information and asking a manager if they're unsure, not telling people what they want to hear. This company is known for having reliability issues with their pistols. Had the rep told me that the Gen 4 had updated internal parts and given me the correct Information I would not have kept the Gen 3 version and I would have returned it immediately. I know they have given customers generation updates in the past when they had reliability issues. Obviously there is a flaw in the design when they're still having problems with a pistol that came out in 2009 and they updated the internal parts. They basically returned a defective pistol to me, all they had to do was use the new parts when they fixed it and I would have been happy.

  Customer Answer

  Date: 09/01/2023

  Diamondback customer service got in contact with me this morning. We have resolved the issue between us. At this time I would like to request a withdrawal or closing of my complaint.

• Initial Complaint

  Date:06/26/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I purchased a Diamondback firearm in April 2023. In May 2023 around Althea second week, I was not able to use it as it jammed several times while out at the shooting range. I had to take it back to Sportsman’s warehouse where I purchased it. They had to send it back to the manufacturer Diamondback. I was told I would get it back around 2-3 weeks. It’s now been a month and I have not been able to reach the manufacturer and Sportsman says there is no update other than the rifle is being worked on. This same thing happened with my first rifle I purchased but that time I got it back within a week. I am requesting some type of refund or store credit for not being able to use my new purchase and not being able to reach anyone.

  Business Response

  Date: 06/29/2023

  Issued refund directly to customer and informed dealer on 6/29/23.  Initial delay of customer contact was due to lack of information provided by dealer who sent in the firearm - had no receipt or customer information included with the repair.  Thank you! 

  Customer Answer

  Date: 07/07/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* ****************