Complaints

This profile includes complaints for Taurus USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Taurus USA

  100 Taurus Way Bainbridge, GA 39817-5408

• 

  Taurus USA

  220 River St Bainbridge, GA 39817-3654

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:11/29/2023

  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.

  I purchased a *** **** ***** and nov ** and over a week later still no information and delivery or progress.. I reached out to them about getting a refund and still have not heard back from anyone in regards of any of it..

  Business Response

  Date: 11/29/2023

  BBB. thank you for the opportunity to address Mr. ******* concerns. The order was placed on *****.23. We were closed due to the Thanksgiving Holiday from ***** ** ****** During regular operating hours, our orders take about 7 to 10 business days to receive. Considering that we were closed for the holiday, it may take a few additional days for the order to be received or to receive a response on inquires. Mr. ******* was notified today at 9:56 am that we were unable to cancel his order because it has already been processed. When Mr. ******* receives the order and would still like to return it, we will gladly issue a refund for the purchase price of the merchandise within 30 days of the purchase date once the order arrives back in house. Original shipping fees are not refundable.

• Initial Complaint

  Date:11/03/2023

  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.

  Bought a rossi **** ***** ********** serial number ********** from ******* ******* The rifle has never worked correctly and has been sent back 3 times and mailed out today for the 4th time. I have asked for my money back and was told by the agent it would come back as MSRP price for refund. I'm making the complaint to make sure that Taurus follows through with the full refund for the rifle. I paid $136.90 MSRP is $139.99. I also have sent back ********** **** *** ammo back to ********** for a refund. I then ordered the what I think is the best ammo which was delivered today *** **** ********. The rounds today would not eject and had to use a rod to push bullet out of the chamber.

  Business Response

  Date: 11/06/2023

  BBB, thank you for the opportunity to address Mr. ******’s
  concerns. We first would like to apologize for any inconvenience that Mr.
  ****** may have experienced. The said firearm has been into Taurus and repaired
  and sent back to Mr. ******. Considering Mr. ******s claims of still having
  issues, we are more than willing to replace the firearm. We do not provide
  refunds as the firearm was not purchased directly from us. When offered the MSRP,
  this means that the customer is able to pick a different firearm from the same
  brand, other than what was sent in, at the price of the MSRP. This does not
  mean that we will issue a refund. We will reach out to Mr. ****** no later than
  ********** ******** * to assist.

  Customer Answer

  Date: 11/06/2023

  
  
  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,
  
  
  
  ******* ******

• Initial Complaint

  Date:10/25/2023

  Type:Sales and Advertising 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.

  my 25.00 rebate never arrived in the mail for ***

  Business Response

  Date: 10/27/2023

  BBB, thank you for the opportunity to respond to Mr. *****'s concerns. Our records indicate that we processed his submission as valid and a check for $25 went out on *****/2023. Check number ******* cleared our bank on *****/2023. This rebate has been fulfilled. 

  Customer Answer

  Date: 11/13/2023

  the information provided by the company is false i never received the rebate check

• Initial Complaint

  Date:09/29/2023

  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.

  The business has had my rifle since ****** **,2023 for repair or replacement. The rifle should have been a factory reject because it would not function correctly and was dangerous. to operate.
  They are now telling me I could wait another 8 weeks for them to process a replacement.
  Why should a consumer have to wait this long? If I would have damaged the product I could understand waiting for aq while.

  Business Response

  Date: 10/03/2023

  BBB, thank you for the opportunity to respond to Mr. ******'s complaint. A replacement was offered to him on ****.23. There is an estimated 6 to 8 week time frame for the model that Mr. ****** accepted as his replacement. This replacement is not assembled in our factory in *********** ** but it imported in from ******* Hence why the timeframe is provided to our customers up front. Several things come in to play when shipping a replacement to a customer, for example, when the replacement order is put in, how many models available, how many previous orders, etc. Orders are released from our system in the order that they are received depending on availability. We will ship Mr. ******'s replacement firearm either before or within the 6 to 8 week timeframe. 

  Customer Answer

  Date: 10/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They have this model of rifle at  multiple dealers in the U.S. Why can't they get one of those for a replacement? I would also be satisfied with a refund.
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 10/12/2023

  BBB, thank you for the opportunity to address Mr. ******'s concerns. We can not take a firearm from a dealer that they purchased from a distributor. The firearms that are available at a dealer were purchased from a distributor to have in their own inventory. We also do not sale firearms to dealers directly only to distributors or national buying groups only. Mr. ******'s replacement firearm shipped from our facility via *** on **** and arrived to his dealer on *****. If he has not already, he is able to pick up the replacement firearm. 

  Customer Answer

  Date: 10/13/2023

  
  
  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,
  
  
  
  ******** ******

• Initial Complaint

  Date:06/13/2023

  Type:Sales and Advertising 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.

  Order # ******
  On *****/2023, I attempted to purchase a Laser Grip for $125.71 for the Taurus revolver I recently purchased on ****8/23. The original price of the Laser Grip is $139.00, but was sold at discounted price ($109.00) as I used a promotional code (Laser30) that came with the revolver (see attachment pictures). After I purchased the Laser Grip I received notification from my credit card that I was charged the full amount of $157.73 instead of the discounted rate of $125.71 that was shown to me by the Taurus USA website. On *****/23. I contacted Taurus customer service department and explained the above and requested them to honor the promotional code and refund to my credit card in the amount of $32. 02 (the difference between what I was charged/$157.73 and what I should have been charged/$125.71). They stated it would be easier for them to cancel the order and refund the full amount of $157.73 to my credit card; I was in agreement with this plan. I then get an email from Taurus stating the Laser Grip was shipped. I checked my credit card account, and my card was charged $157.73 and was not refunded as promised. I called Taurus again and asked if they could stop the shipment as *** ** had not yet received the item as Taurus USA still had it in their warehouse; they said they could not stop the shipment. I was informed to call Taurus USA back when I got the item in the mail, and they would send me an email with a return label and would give me a full refund when they received the item. I mailed the Laser Grip back to Taurus as requested and instructed to do; they received it on *****/23 (see attachment picture). On *****/23 Taurus refunded me $139.00 which is not the original price they erroneously charged me of $157.73. I am requesting Taurus USA refund my credit card the remaining balance of $18.73 that is owed to me as mentioned above.

  Business Response

  Date: 06/19/2023

  BBB, thank you for the opportunity to address Mr. ******'s concerns. This was an error on our behalf and we do sincerely apologize for the inconvenience. The remaining amount of $18.73 has been refunded to Mr. ******. This transaction for was completed on ****.23. It should have now been credited back to the card/account Mr. ****** used to make purchase. 

  Customer Answer

  Date: 06/19/2023

  
  
  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,
  
  
  
  *** ******

• Initial Complaint

  Date:05/31/2023

  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 late February, 2023, I purchased a new Taurus ** *** ** ***** from a national dealer, for my wife. The pistol never worked correctly. I returned it to Taurus because of their warranty. This past week **** *** 2023), I received a call from them telling me that the model had been discontinued and they could not replace the item.
  What they offered was a credit, significantly less that what I purchased it for (they said it was the suggested manufactures retail price) for a new Taurus from their current catalog but NOT from a list of their newest models. I paid $340 for the pistol, which, of course, included shipping and the *** transfer fee).
  The choices on the Taurus web site were scarce and there was nothing I needed or wanted. Not even close. I believe they should refund my purchase price. I bought the item in good faith, now I should be happy with a product I do not want, and at a loss? That is not fair, and not honest.

  Business Response

  Date: 06/02/2023

  BBB, thank you for the opportunity to address Mr. *****'s concerns. We do not offer refunds for firearms because they are not purchased directly from us. In the event a firearm comes into Taurus for repair and we cannot repair, we offer to replace. If the model the customer has is no longer in production, we either offer a similar model or provide the customer with the current MSRP of the firearm and they are able to choose a firearm within that price range. If the customer decides not to take the replacement, they can always accept their original firearm back. If Mr. ***** is able to provide us with the receipt where he purchased the firearm showing the price, we will honor that amount as the MSRP. A call was placed to Mr. ***** on *****23 and a voicemail was left since there was no answer. 

• Initial Complaint

  Date:04/03/2023

  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.

  Taurus USA may be a scam or possibly just horribly ran company not sure.
  ***** ** online Order #****** was placed.
  ***** ** online order was cancelled with out my approval or request. I was given no notification or explanation as to why. It says online via TaurusUSA I was given a refund, but I have yet to see this reflect on my credit card statement.
  
  I expect them to fulfill our agreement as to items purchaed, quantity purchased and ship them immediately.

  Business Response

  Date: 04/05/2023

  Thank you, BBB, for allowing us to address Mr. ******' concerns. When Mr. ******' order was being fulfilled, it was determined that the inventory was not available. His order was cancelled and refunded on *******. We apologize for any inconvenience this may have caused. We tried to call Mr. ****** on ****** but were not successful in reaching him. We will attempt to contact Mr. ****** again today, ******, by end of business.  

  Customer Answer

  Date: 04/06/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me.  Since I apparently have no option as to back order and then have my order shipped in its entirety, I have no other choice than to remember to never purchase from this company again.

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

• Initial Complaint

  Date:03/10/2023

  Type:Delivery 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 taurus firearm from *** ***** **** *** ** in ***. 2022 i purchased it with the understanding of a $ 25.00 rebate==the rebate form was mailed to TAURUS HOLIDAY REBATE DEPT ***** ** *** **** ****** *** ********** on *** **,2022== since that time i attempted to resolve my problem by email== THE PROBLEM IS THAT I HAVE NOT RECEIVED THE $ 25.00 REBATE == I CAN NOT GET ANY RESPONSE FROM THE CO. ===PLEASE HELP=== THANK YOU

  Business Response

  Date: 03/22/2023

  BBB, thank you for the opportunity to address Mr. *****'s concerns. We had an overwhelming response to the rebate that we advertised and are processing submissions as quickly as possible. We did receive Mr. *****'s submission, and it was validated and a check for the rebate was mailed late last week. The check should arrive to Mr. ***** this week or the following week. If Mr. ***** does not receive this via **** standard mail within the time frame mentioned then we will be more than happy to assist. 

  Customer Answer

  Date: 03/22/2023

  
  
  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,
  
  
  
  **** *****

• Initial Complaint

  Date:02/28/2023

  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.

  Purchased Taurus ** ** from an online supplier ******** *** ****. Registered for lifetime warranty with Taurus on ******** ** ****. Immediately out of the box fire arm exhibited with an incessant jamming problem. Fire 1 round, next one jams. Initiated internet chat with Taurus USA on ******** ** **** where Taurus determined to send a new replacement barrel. Replaced barrel and jamming issue persisted. Called Taurus USA and initiated a service request and fire arm was sent Taurus ******** *** ****. Received fire arm back week of ******* *** **** with extractor, extractor spring and magazine being replaced. Jamming issue now even worse after supposed repair. Initiated another service request and returned fire arm back ******* *** **** for another repair attempt. Received fire arm back week of ******** *** **** with barrel and magazine assembly both being replaced for the second time. Incessant jamming issue remains even with 3 different magazines and 4 different brands of ammunition. Initiated a third service request and returned fire arm to Taurus on ******** *** ****. Stated in phone call and also in the package to Taurus to not attempt repair on this fire arm again and either replace fire arm or refund my purchase price. Received same fire arm back from Taurus on ******** *** **** with barrel feed ramp supposedly having been adjusted. Incessant jamming issue remains. At this point I am through with trying to get Taurus to resolve this issue and dealing with their extremely poor service. They either refuse or are unable to repair fire arm and won’t offer a replacement or refund. I need an operational fire arm that I paid for or a refund of m money

  Business Response

  Date: 03/03/2023

  Thank you, BBB, for allowing us the opportunity to address Mr. ******'s concerns. We apologize for his experience with his repair. We reached out to Mr. ****** on ******* and provided him with a shipping label to return his firearm for replacement. We are currently awaiting receipt of Mr. ******'s firearm to proceed with the replacement. Once his new firearm ships to his dealer, he will receive an email providing him with the tracking information. 

  Customer Answer

  Date: 03/09/2023

  
  
  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 provided new fire arm functions as intended
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:02/13/2023

  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 have recently learned that there was a recall on the model of pistol that I own. I was not contacted about this and I reached out prior to Christmas through several emails and phone calls to see if my pistols still qualified or could be serviced/exchanged as it will only fire one magazine without issue. None of these were answered.

  Business Response

  Date: 02/13/2023

  BBB, thank you for this opportunity to address Mr. ******'s concerns. We have searched our records and we do not have any previous communications from Mr. ******. We will be more than happy to reach out to Mr. ****** to assist with his needs. A representative from Taurus will reach out via the contact information received within the next 2 business days. 

  Customer Answer

  Date: 02/20/2023

  
  
  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,
  
  
  
  *** ******