Business Profile

Gun Equipment

Taurus USA

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This business has 1 alert

Pattern of Complaints

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.

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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:05/07/2025
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.
On December 30, 2024 I pruchased a ******** * ****** laser for the price of $92.13. I never received a tracking number so after 45 days (February 13, 2025) of waiting I sent Heritage Arms, owned by taurus USA, an email asking what the hold up was on my purchase. % days later I received a package fro Taurus USA containing an ejector tube, which I did not order accompanied with an order number different then the one I received in my receipt email from heritage. I then emailed heritage again with picture of the item they had sent me explaingin that they had sent the wrong item and wrong order number. I also called the customer support number and was left on their ringtone for over 20 minutes. I have also called Taurus USA customer support and was left on ringtone for about 8 minutes.
Business Response
Date: 05/14/2025
BBB, thank you for the opportunity to address ****'s concerns. ****, we sincerely apologize for the inconvenience. A new order was placed for you under order *****. The order was shipped via **** tracking **********************.
Initial Complaint
Date:05/06/2025
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.
Purchased Taurus revolver new (4/26/25) from Bud’s Gun. I was in a rush at the FFL and didn’t spend the time I should’ve inspected the gun, and that is my fault. I totally accept that. I didn’t realize it would look like it was drug through the streets of Baghdad.

Multiple dents/dings. Metal casting-around the top strap looks a beaver chewed it! Bottom of frame it looks crooked, the machining is literally crooked.

Taurus USA I’m disappointed, It’s bad enough that I take a chance with Taurus, and the only reason why I bought a taurus product was because y’all moved to Bainbridge Georgia. As that is the state I reside in and I wanted to support local companies.

It’s a trashcan gun ($450) I’m requesting a replacement. I’ll paid FFL fees, of course.

When you buy a new gun you expect it to look new. Extremely disgusted with the quality control, and the lack of care of product’s sent out to customers..

Now I have to wait at the minimum 2+ months to even get an answer on a resolution.

Avoid at all cost go with a reputable manufacturer that stands behind their product!

This will be the last Taurus product I will ever own!
Business Response
Date: 05/12/2025
BBB, thank you for the opportunity to respond to ***'s concerns. ***, we sincerely apologize for your experience with your new firearm. We will reach out to you by the end of the business day 5.12.25 to discuss your options.
Customer Answer
Date: 05/13/2025
Complaint: ********

I am rejecting this response because: Customer service reached out, very kind, helpful and understanding. I received two options, replacement or credit to pick out a different firearm via Taurus website. (all revolvers in the credit price range given was out of stock)
Resolution was met with a replacement firearm (Same model *********) Taurus stood behind their warranty.
My issue is replacement timeline, I understand these revolvers are being imported in batches. And they have no idea when this particular model will show up. Quoted 11 to 12+ weeks, for my replacement, because of the model. A quick search on Gun deals shows about 15 vendors selling the exact same model. Seems available to me per that.
My gun was bought new on 4/16/25 on 4/23/25 firearm was returned to Taurus USA. Today (5/13/25) I’m told I may receive my replacement firearm by August or later of this year.
I can’t in good conscience say I’m satisfied with the resolution until I actually have a tracking number to my FFL. I’m gonna be without my personal defense weapon till August or after.
I’m thankful Taurus is replacing the firearm. I will in good faith contact BBB after I receive my firearm in new condition, I will request my complaint deleted. Under BBB agreement.
All I’m asking for is to receive ********* in NEW condition, that’s what I paid for. The ********* is the reason why I purchased my first Taurus.

Sincerely,

*** *******
Customer Answer
Date: 05/22/2025
At this stage, I’m asking for a full refund. Taurus USA cannot feel their guaranteed warranty. I have no idea when and if I will receive my firearm back. It is unreasonable for a consumer to not have a timeline on a guaranteed lifetime warranty. It’s not the consumers fault in this matter. Why should I have money tied up into something that I don’t know when I’ll get back. Not much of a guarantee or warranty. Just issue a full refund since you’re unable to guarantee! The firearm in question that was returned has been destroyed per Taurus USA. The game was brand new out of the box,one day old. That is not my fault and I should not have to wait an undetermined time, for a product that I purchased with a lifetime guarantee that now they can’t guarantee when they can replace. I want a refund. I have done ****** reviews/BBB. It is unacceptable for a timeline for a replacement.
Thank you to ever who may assist me in this horrible experience with this company.
Business Response
Date: 05/22/2025
*** ***, you accepted a replacement firearm on 5.13.25. You were informed at that time that because of the model you decided to go with, the timeframe would more than likely exceed 6 to 8 weeks. We do not provide refunds on firearms as they are not and cannot be purchased directly from us.

Customer Answer
Date: 05/23/2025
Complaint: ********

I am rejecting this response because: I had no choice, but to pick the exact same model! All other revolvers were out of stock (in price range).. Taurus **** ****’s are a joke… Taurus has a major recall on certain models **** ****’s right now, lawsuits… No thank you. I’m surprised, Taurus USA hates their customers as much. I’m not unreasonable, 6/8 week wait slow compared to other manufacturers but I’m OK with that window. Taurus USA has a consumer in limbo out of money and firearm. With the phrasing, it could extend pass the 8 week window. The problem is, there’s no timeline. Frustration lies not knowing a date. It’s not much of a guarantee/warranty when you’re not necessarily guaranteed a day (or which month) to receive a replacement. That sounds more like a hope. I will continue spreading the gospel of Taurus USA on social media until I receive my replacement or my money. No consumer deserves this.
*** *******
Initial Complaint
Date:04/29/2025
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.
I purchased a ***** on 12-23-24, in large part because of a rebate for a free revolver that was being offered at the time. I submitted the required documentation, and the claim was received on 1-3-2025. On 1-23-25, I received an email confirmation stating that the claim was approved, claim ID ******/******, and that my revolver should arrive at the FFL holder's address within 6-8 weeks. On 2-7-25, I received an email stating that a new system had been implemented and that the estimated completion for the rebate fulfillments was by the end of February. I patiently waited until mid-March to allow for the 8-week processing time. I then attempted to email the manufacturer, only to have all emails sent back as undeliverable. Numerous attempts were made by telephone, with no success. I received a call back on March 24 and was told that my revolver would be shipped within a week. I received the same excuse as all other complainants, the new ERP system. The following day, I received another email stating that because of the new ERP system, to please wait 6 more weeks. This is unacceptable. I want to take possession of the revolver that I was promised without further delay.
Business Response
Date: 05/02/2025
BBB, thank you for the opportunity to respond to *****'s concerns. *****, first we would like to sincerely apologize for the inconvenience caused to you on our behalf. We are backlogged with shipping firearms for the rebate. We have communicated this to customers throughout this process. Your rebate firearm order has been placed and will ship next week. Please see attached.
Customer Answer
Date: 05/06/2025
Complaint: ********

I am rejecting this response because: I will not be convinced that Taurus will ship the firearm, especially within the timeframe stipulated, until I (or the FFL holder) is physically in possession of it. I have been given unfulfilled timelines throughout this process.

Sincerely,

***** ******* **
Business Response
Date: 05/14/2025
*****, we do understand your request and your rebate firearm will ship this week. Please give us until the end of the week to provide the tracking information.
Business Response
Date: 05/16/2025
Your rebate firearm is shipping via ***** tracking priority ************
Customer Answer
Date: 05/17/2025
My dealer received the firearm today, so the case can be closed as resolved. Thank you for your assistance with this.
Initial Complaint
Date:04/21/2025
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.
Placed an order on ******* for some new magazines. As of today ******* I have attempted to call them twice to no answer and also emailed them twice with the first email on ****** and the second followup on *******. I have not received a single response. This company has the absolute worst customer service of any company ever. I wish I had gone to reddit before placing the order. If they aren’t going to send the items please just refund me. I don’t understand how this manufacturer can even stay in business if this is how the rest of it operates.
Business Response
Date: 04/24/2025
BBB, thank you for the opportunity to address *****'s concerns. ***** we sincerely apologize for inconvenience caused to you on our behalf. We recently transitioned to a new system and have experienced some issues. Your order has shipped via **** tracking **********************.
Customer Answer
Date: 05/01/2025

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. While not a good excuse they have been using that same excuse for about six months. They did finally make good on my order and shipped out the items. It's a shame I had to reach out to BBB for that to happen but I'm happy that we have you on our side.

Sincerely,

***** ******
Initial Complaint
Date:04/16/2025
Type:Service or Repair 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.
My *** stopped working after 4 months of use. I shipped to TAURUS to be fixed by warranty on Feb 26.
It's been almost 2 months since. TAURUS confirmed recieving gun, but still not just did not fix it, but can't even say when it will be fixed.
2 months!
I think it's a bit excessive.
Is there a way to get ETA, or I should forget i ever own TAURUS?
Business Response
Date: 04/22/2025
BBB, thank you for the opportunity to respond to *********'s concerns. *********, we sincerely apologize for the delay. Your firearm has been repaired. We are currently awaiting tracking. Your firearm will be shipped by the end of the week.
Customer Answer
Date: 04/25/2025
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:04/16/2025
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.
With my $50 rebate coupon code (#***-*******) and the credit card charge of $21.70 for the order placed on Dec. 27, 2024, the total monies Taurus received was $71.70. I only received a single item which was $36.99. With an estimated tax of $1.22 for that one item and $8.75 shipping, the total purchase would be about $46.96. Since Taurus indicated that they could not fulfill the rest of my order, they gave me a refund of $4.74. I should have received a credit of $24.74 or a refund of $21.70 to my credit card with a $3.04 website credit (not that I'd likely ever order a product from them again). Ultimately, I'm owed $20.00 (the difference of $24.74 minus $4.74) already received.

I'd tried several times over three months via email and phone to get information regarding my order. This has been the worst experience I've had with a company that I was always an ambassador of. I'd like a refund of what is owed me.
Business Response
Date: 04/21/2025
BBB, thank you for the opportunity to address ****s concerns. ****, we sincerely apologize for the inconvenience, we can only refund what's left over from the actual monetary value which is $16.96. This has been issued to the card used to make the purchase. We also are providing an additional code for you to redeem more items ***-*******.
Customer Answer
Date: 04/30/2025
Better Business Bureau:

I have ***iewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *******
Initial Complaint
Date:04/14/2025
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 ******** Gun made by Taurus on 12/21/2024 at *********. From the first time i used it, one out of every six rounds wouldn’t fire. I contacted Taurus and on 1/3/2025 i dropped the gun off at *** * so that Taurus could repair it. I received an email on 1/6/2025 that Taurus had received the gun.
On 2/7/2025 I received an email apologizing for the delay in responses due to a new ‘system’.
I didn’t receive any more emails until 3/17/2025, stating that an order number was created for me to send my gun to them.
I have emailed them three times since then and have received no response.
I will never purchase another Taurus product. ******
Business Response
Date: 04/15/2025
BBB, thank you for the opportunity to respond to *****’s
concerns. Again, we would like to extend a sincere apology for the delay. We
are backlogged with repairs at the moment. Your firearm has been repaired is shipping
back to you via ***** tracking ************.
Customer Answer
Date: 04/15/2025
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:04/11/2025
Type:Billing 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 that had $50 rebate that can only be used in their on line store. It was to expire at the end of February and I could not purchase anything from their website because of a “tax calculation error” that keeps popping up. I called them and was told they are working on it and the rebate would still be good after February. I have tried to make a purchase and called them many times and get the same response from them. I find it hard to believe that they do not have the ability to fix their problem in three months. I feel like they want the web store to continue with this problem until people get so aggravated they give up and Taurus will not have to honor their rebate. I’ve asked them if I can make the purchase over the phone and was told no. I would like them to take my order or mail me a check for the fifty dollars.
Business Response
Date: 04/15/2025
BBB, thank you for the opportunity to address *******'s concerns. ******* we sincerely apologize for the inconvenience you have experienced. This error has been corrected. We will reach out to you no later than the end of business day 4.15.25 to assist with placing your order.
Customer Answer
Date: 04/15/2025
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:04/08/2025
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.
Purchase a new gun from a gun dealer and upon firing the weapon for the first time, the front sight blew off and is missing now. I have tried calling, leaving messages, emailing, using their forms online, and they will not respond
Business Response
Date: 04/10/2025
BBB, thank you for the opportunity to respond to *******s concerns. ******, we sincerely apologize for the inconvenience. We are currently backlogged with our response times. We have placed a no charge order for you to receive a front sight and screw for your firearm. Please see the attached invoice. You should receive this within 7 to 10 business days.
Customer Answer
Date: 04/17/2025

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:04/01/2025
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 company estimated that would be replacing my gun due to faulty craftsmanship in 6-8 weeks per their customer service rep I spoke with on the phone in Jan. There is now currently no explanation or ETA on when a replacement will come other than "we are still waiting on inventory". I cannot get a timeline or a reason why there is no timeline. They have had the firearm since mid-October and the lack of communication or follow up has me extremely concerned that I will be left having lit almost $1100 on fire. I was given an email address (********************************) to reach out to with concerns by their customer service one of the few times I got ahold of them and when I typed up a long explanation of the situation and a request for resolution, I got an automated reply from ********* that Taurus had stopped emails from coming into that inbox. I don't know what other recourse I have to get some sort of resolution or meaningful response from Rossi/Taurus. I have little to no confidence that they will actually follow up and replace the firearm based on the runaround I have received over the last 5 months
Business Response
Date: 04/03/2025
BBB, thank you for the opportunity
to respond to ****s’s concerns. ****, we would like to extend a sincere apology
for your experience. With the recent transition to the new ERP system, we have
experienced some unforeseen inconveniences. This has caused a delay in responses
as well as repair and shipping times. Your
replacement firearm was shipped from our facility via ***** tracking ************. Was delivered to the dealer on
2.17.25
Customer Answer
Date: 04/15/2025
Complaint: ********

I am rejecting this response because: This is not yet resolved

Sincerely,

**** ********
Business Response
Date: 04/15/2025
****, will you please provide more information. Your replacement firearm was shipped from our facility via ***** tracking ************. Was delivered to the dealer on 2.17.25
Customer Answer
Date: 04/30/2025
Complaint: ********

I am rejecting this response because: They have not yet resolved nor contacted me to update status.

Sincerely,

**** ********
Business Response
Date: 05/05/2025
****, we will reach out to you no later than the end of business day 5.6.25 to assist.
Customer Answer
Date: 05/13/2025
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,

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

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This business has 1 alert

Complaints

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Taurus USA is NOT a BBB Accredited Business.