Gun Equipment
Taurus USAThis business is NOT BBB Accredited.
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This business has 1 alert
Complaints
This profile includes complaints for Taurus USA's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 168 total complaints in the last 3 years.
- 122 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/28/2022
Type:Product IssuesStatus: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 *** revolver, to it to the range and it malfunctioned right out of the box. Called and emailed to have the firearm sent in they said they repaired it but when it came back not only was they probably still there they dropped and damp the rear site and packed the revolver in an orange box with no padding. With the gun not packed properly and still not working I sent it back again. They said they would replace it but didn’t have any I stock. I asked for my money back but they refused. I offered to use buy an upgraded model since this one has dangerous issues that were not resolved the first time, they refused. I also will have to pay $85.00 for the transfer. I call and email and I don’t get any updates. Asked to just have my firearm sent back and they refused since they said it wasn’t safe And it was going to be destroyed. I let them know the store I purchased it from has plenty in stock not sure why they don’t. The issue with the firearm was that the cylinder didn’t line up with the barrel. This is extremely dangerous since if the hammer hits the primer the bullet wouldn’t have any place to go and would explode in my hand. Not sure why they would fix it the first time.Business Response
Date: 01/03/2023
Thank you, BBB, for allowing us to address Mr. ******'s concerns. We apologize for Mr. ******'s experience and the time frame on his replacement firearm. Due to the time frame that he had been waiting, we reached out to Mr. ****** via phone on ******** to offer additional options he may have for a replacement. A new replacement was selected by Mr. ****** and his order has been updated and is currently processing. We are working diligently to fulfill replacement orders in the order in which they are entered into our system. We have agreed to reimburse Mr. ****** for the transfer fees that he will incur when the new firearm is transferred to him. A letter stating that his original firearm has been destroyed will be provided to Mr. ****** today via email and an original copy will be mailed to the address we currently have on file. If Mr. ****** has any other questions or concerns regarding his replacement, please call our Customer Care Center at ***** ********, Monday-Friday between the hours of 8am-5pm EST.Initial Complaint
Date:12/13/2022
Type:Service or Repair IssuesStatus: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 I ordered some parts from them, on ***.12 they took the money from my bank. I waited for a confirmation email which never came. On ***. 18 I received an email to review the purchase, I replied that I hadn't received the order. I waited until ***. 28 and called them and spoke with Veronica. She said they had a glitch in the system and would check. I told her I wanted a refund of the full $18.73 instead. She said she'd take care of it. On ***.29 I called again and was given the same run around. On ***.2 I called again and again told them I wanted a full refund.again was told I would have to send it back. I still hadn't received it. But was told it would take 7-14 days to issue a refund once they got it back. They then shipped it on ***.3 and I received it on ***.5 and refused delivery. It was sent back to them on ***. 6 and they received it on ***.12. I called on ***.13 and asked where my refund was, was told they had received it and once it was processed they would issue a refund in up to 30 days. I find this unacceptable and want my $18.73 back now.Their computer system problems are not my problem. If you could get me my money back in a timely manner, I would appreciate it. Not in 7-14 days as stated on ***.2-3 or 30 days as stated on ***.13. Thank you. PS I was surly/rude to the customer service people. Because they kept giving me excuses, not good customer service.Business Response
Date: 12/16/2022
Thank you, BBB for allowing us to address Mr. **********'s concerns. We experienced technical difficulties with orders placed on our webstore on ******** 11, 2022. These issues have since been resolved and we are working diligently to fulfill these orders and ship them as quickly as possible. We apologize for the experience and time frame on Mr. **********'s order. We received Mr. **********'s return on ******** 12, 2022, and a refund was processed on ******** 14, 2022, in the amount of $18.73. Mr. ********** should see this refund reflected in his account within 1-3 business days. We attempted to reach out to Mr. ********** via phone on ******** 14, 2022, and ******** 15, 2022, to provide this update. We were unsuccessful in reaching Mr. ********** on both attempts and a message was left on his voicemail. If Mr. ********** has any questions or concerns regarding his refund, please do not hesitate to reach out to our Customer Service Department at (**** ******** between the hours of 8am and 6pm, Monday through Friday.Initial Complaint
Date:09/09/2022
Type:Product IssuesStatus: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 a ****** ******* in ***** one month or so ago and registered with Taurus. Firearm cylinder binds after six shots. Does this EVERYTIME. Have tried to reach Taurus multiple times and EVERYTIIME phone message says closed or not available. I call during posted hours. No email listed so phone is only option to get warranty work done. This is an extremely unsafe and defective firearm!!!Business Response
Date: 09/14/2022
Business Response /* (1000, 5, 2022/09/14) */
BBB, thank you for the opportunity to address Mr. ******** concerns. We are more than happy to assist Mr. ******* with his said issue of his ****** ******* in ****** We can easily be reached from the hours of 8am to 6pm Eastern time via different channels. We can be reached by phone, email, and also chat. This information is listed publicly on our website at *************. We will reach out to Mr. ******* at the phone number he has listed today ********
Consumer Response /* (2000, 7, 2022/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Consumer Response /* (3000, 12, 2022/09/16) */
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Purchased defective revolver s/n*********** Taurus contacted me after I filed BBB complaint. They said they would send communication and I could get fixed, Received shipping label but DID NOT RECEIVE Taurus case number to reference for my tracking and STILL CANNOT GET THEM TO ANSWER ANY PHONE! Taurus agent said I could call number or email but no email supplied and no answer on calls!!! Calls go to electronic switchboard and then hang up!!! I want a number to a living breathing human that can give me detailed info on how the warranty repair process works!!
Business Response /* (4000, 14, 2022/09/26) */
BBB, thank you for the opportunity to address Mr.*******n's concerns. We do apologize if you did not receive your Service Order number Mr.*******n. It is ******. The firearm was received on *******. It was evaluated and repaired on ******* and has left our facility. Your tracking is ************ through******. Our phone lines are constantly open with no wait time, so we are not quite sure what issue you are having reaching us. Not only are we reachable by phone but we can be reached via email and chat as well. Our contact information is publicly listed on our website; however, the number(s) is ***************************** Should you choose to use another form of communication other than phone, you can visit ******************************************** and there is a support option in the bottom right-hand corner. Should you need any further assistance, please let us know.
Consumer Response /* (2000, 16, 2022/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Received repaired revolver and got good email communication. Still vould not get anyone to answer phone. Received vague description of repair
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