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:03/18/2025

  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 simply ordered a set of grips. I have no ETA and no shipping confirmation. I have spent a combined 6 hours on hold in the past few business days trying to reach anyone from customer service. After two or three calls, it's just frustrating. After multiple days of calls, emails, call back requests with no response, you've lost a customers interest and trust in the brand and all affiliated brands. I emailed twice and left three calls back requests. I sat there on hold for hours. They simply don't respond. The phone recording says they are going to a new system. They could still pick up the customer service phone in three days time or respond to an email. By the forum chatter, this new system is losing plenty of customers for Rossi, Taurus, and Heritage. I had heard customer service was a well known issue before this "new system", but I've never needed to use their customer service. I either want to cancel my order for a full refund and I'll just sell my guns from Rossi, Taurus, and Heritage brands or I want my order shipped out today. I'm tired of waiting in limbo.

  Business Response

  Date: 03/21/2025

  BBB, thank you for the opportunity to address *****'s concerns. ***** we sincerely apologize for the inconvenience caused to you on our behalf. We are currently facing some unexpected challenge with the new system, but we are diligently resolving them one at a time. We do value you as a customer and our current situation does not define who we are as a company We do appreciate your patience through this ordeal. Your order is on the way to you and has shipped via **** tracking **********************.

• Initial Complaint

  Date:03/11/2025

  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.

  Purchased Rossi *** in Dec 2024. Taurus offered a free Heritage Rough Rider under "Rossi+Heritage" High noon promotion. Notified 1st week of January 2025 that submitted claim was approved and fulfillment would be processed in 4-6 weeks. Notified a second time by email first week of February 2025 that Taurus was transitioning its systems and shipment would be processed by the end of February. On Mar 9th I attempted to contact Taurus customer service by email and telephone. Email was returned as "Admin block". Telephone goes into wait que indefinitely.
  Callback function was non operational. At this time I am currently unable to contact Taurus for resolution or status. Terrible customer support!

  Business Response

  Date: 03/20/2025

  Thank you, BBB, for allowing us the opportunity to address **. ******'s concerns. We sincerely apologize for the delay on **. ******'s rebate as we have transitioned to a new ERP system. **. ******'s rebate firearm has been released to ship to his selected dealer and we are currently awaiting tracking to be assigned. Once tracking has been assigned, we will be happy to reach out to provide this information. 

  Customer Answer

  Date: 03/24/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23052875, and find that this resolution is satisfactory to me. 
  
  
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:03/11/2025

  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.

  I spoke with Taurus prior to sending off my weapon for repair and was advised it would take 2-4 weeks for repair and to have it returned to me. Taurus received my weapon on ******** **, ****. I have called with no answers and requested call backs on the automated line and still haven't heard from Taurus. It is now ***** **, **** which has surpassed the 2-4 weeks timeframe. After seeing the current reviews of everyone experiencing the same issues I wanted to reach out to the BBB to make sure there isn't any fraudulent or scamming activity taking place by Taurus.

  Business Response

  Date: 03/15/2025

  Thank you, BBB, for allowing us the opportunity to address Mr. **********'s concerns. We sincerely apologize for the delay on Mr. **********'s replacement as well as the longer wait times as we have transitioned to a new ERP system and are experiencing higher than normal volume. We will reach out to Mr. ********** no later than end of business on Monday, ***** **, ****.

  Customer Answer

  Date: 03/25/2025

  
  
  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:03/11/2025

  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 have had a *** at Taurus since ******* ***. The pistol was only a few days old and had major malfunctions. The pistol needs a new firing pin spring and front sight since it broke. I still have no idea what is wrong with the pistol for sure or where it is. It was a dud from the factory. The website says received but has not changed in nearly 2 months. Just send me the gun back at this point. I cannot reach customer service either. I’ve been on hold a combined 9 hours and the call back feature does not work. I have also sent emails and had no response. Please help me get my gun fixed and returned.

  Business Response

  Date: 03/15/2025

  Thank you, BBB, for allowing us the opportunity to address Mr. ********s concerns. We sincerely apologize for the delay on Mr. ********s repair. We have transitioned to a new ERP system and are experiencing delays. We are working diligently to repair and return firearms as quickly as possible. Our customer advocate is in communication with Mr. ******* to provide updates on his repair. 

  Customer Answer

  Date: 03/17/2025

  
  
  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:03/10/2025

  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 sent a .*** back for repairs. was told had frame damage and a new firearm would be sent to my FFL ******* ****** in ***** **. Been over 5 months. I've tried to reach Taurus numerous times and get no answer of when I'll receive warranty firearm. I have been extremely patient but this is ridiculous. I hate to take next step which will be in courts. I'll pay to upgrade if this model not available as I have no way to protect myself.

  Business Response

  Date: 03/12/2025

  Thank you, BBB, for allowing us the opportunity to address **. *****'s concerns. We sincerely apologize for the time frame on his replacement and will reach out to him by end of business tomorrow, 3/13/25, to assist with his available options. 

  Customer Answer

  Date: 03/21/2025

  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:03/10/2025

  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.

  On December **, 2024 I placed an order with Taurus Firearms company for some spare parts. The total cost was $136.10 and my money was taken immediately. After a few weeks I sent a email asking for an update to my order. I received no reply and waited another week before trying again. I did some research online and found out I wasn’t alone. The Taurus ******** page was flooded with comments from angry consumers like myself wanting answers. I then tried to call their customer service number and waited over an hour with no response. On February 18, 2025 I finally receive a email asking to provide my address to confirm my identity that was attached to my order. I replied immediately giving all the information that was needed. Fast forward to February 24 and I still have not received a response after providing the information they asked for. I sent another email on February 25 and again on the 26th. I finally received a response stating that they were sorry for delayed response and one of the three items purchased would be refunded due to no inventory in stock “ even though it was in stock when I purchased”. I was told at that time the remaining parts would ship to me soon. On March 7, I sent another email asking to completely refund my order. I’m still waiting on a response as of today March 9. Their social media page is still receiving heat from many upset customers and it’s time someone speaks up.

  Business Response

  Date: 03/12/2025

  Thank you, BBB, for allowing us the opportunity to address **. *****'s concerns. We sincerely apologize for his experience and the current wait time as we have transitioned to a new ERP system and are experiencing higher than normal volume. We will reach out to **. ***** no later than end of business tomorrow, 3/13/25, to assist with his refund. 

• Initial Complaint

  Date:03/10/2025

  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.

  My first issue is the website would not let me register a product warranty. No big deal. I called customer service. First attempt on hold 2.5 hours with no answer. Second attempt next day on hold 2.5 hours no answer. Third attempt 2 hours on hold again no answer. I emailed no response. After 3 days I finally received a call back. I also placed an order on shop taurus. The order was mailed to an address I'm not familiar with to a city ** minutes away. So now I'm out the money unless I want to waste another 8 hours on the phone contacting this useless company.

  Business Response

  Date: 03/12/2025

  Thank you, BBB, for allowing to address **. *******'s concerns. We sincerely apologize for the current wait time as we have transitioned to a new ERP system and are experiencing higher than normal volume. We do offer a callback option in lieu of waiting on hold. We will reach out to **. ******* no later than the end of business tomorrow, 3/13/25, to assist with his order. 

• Initial Complaint

  Date:03/07/2025

  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 firearm in **** **** and it malfunctioned the first time we took it out to the range. I took it to my gun smith who told me to contact Taurus and it has a manufacturing defect. I have tried repeatedly to contact the company via phone and email with no response. I have left a call back number and spent numerous hours on hold. I really just want them to contact me and send a shipping label so I can return the firearm for necessary repairs.

  Business Response

  Date: 03/12/2025

  Thank you, BBB, for allowing us the opportunity to address Ms. *****' concerns. We sincerely apologize for the extended wait times as we have transitioned to a new ERP system and are experiencing higher than normal volume. We do offer a call back option and customers do have the option to select to receive a call back in lieu of waiting on hold. We will reach out to Ms. ***** no later than end of business tomorrow, *******, to assist with shipping her firearm in for repair. 

  Customer Answer

  Date: 03/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I received a call at 7:30 a.m. and was not available to take the call. I have yet to hear back from the company. The call back number left on the message is the same number that I have spent hours on hold with. I have used the call back option as well on several occasions from 2 different numbers and have never received a call back. I have also sent a letter requesting repairs with my phone number attached and haven't received a response from that either.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 03/15/2025

  Thank you, BBB, for allowing us to continue addressing Ms. *****' concerns. An agent called and was able to speak with Ms. ***** on the afternoon of ***** *** ****, to assist her with sending her firearm in for repair.

  Customer Answer

  Date: 03/17/2025

  
  
  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:03/06/2025

  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.

  I purchased the Taurus *** *** handgun from a local store in December and the sights were way misaligned. I found this highly problematic and contacted Taurus about sending the gun in for them to correct the problem. I was told that it would take up to 4 weeks for the gun to be fixed and sent back to me, so I sent it in.
  
  It has now been over 8 weeks and it is still sitting in their mail room. Also, there have been 2 times that I was given false information by the customer support staff. Specifically, 3 weeks into this debacle, one person lied to me and told me that a gunsmith was working on my gun....not so. There is no excuse for this kind of terrible business. I can understand perhaps a few day delay, but going over twice the quoted time frame is entirely unacceptable, in addition to sending a firearm out with the aiming mechanism so out of line.
  
  I asked about just getting my money back, but was denied... Furthermore, I have spoken with other people that have had similar terrible experiences with this company, so this is clearly not a one time thing. People need to know about untrustworthy companies, especially those that deal in firearms.
  
  By the way, I have confirmation that the gun was delivered to Taurus on January 6th.
  
  Hopefully, you folks at the BBB can help Taurus get their stuff together and hold them to their word.
  
  Thank you for your assistance,
  
  ****

  Business Response

  Date: 03/12/2025

  Thank you, BBB, for allowing us the opportunity to address *** *******'s concerns. We sincerely apologize for the time frame on his repair as we have transitioned to a new ERP system and are experiencing delays in shipping and receiving. The typical time frame for repairs is 4 weeks; however, we are experiencing prolonged delays due to the system upgrade. We will reach out to *** ******* by end of day tomorrow, 3/12/25. 

  Customer Answer

  Date: 03/21/2025

  Complaint: ********
  
  
  
  I am rejecting this response because: Have had no indication of actual status or time frame from Taurus....unacceptable.  here we are, 10 and a half weeks after they received my firearm and the new system excuse is all we here about.
  
  

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

  Business Response

  Date: 03/27/2025

  *****, we cannot provide an exact time frame because of the backlog, but we have requested that your repair be expedited. We estimate that the repair will be completed within the next week or 2. 

• Initial Complaint

  Date:03/06/2025

  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.

  I had a problem with a brand new gun (Full Size Taurus **, 15 round mag) magazine that came with my pistol when I bought it that fell under taurus’ warranty. They emailed me confirming they would warranty the magazine (send me a new one) and confirming they had received my magazine back in ******* ****. Process started in late ******** ****. It is now ***** and they still retain possession of my property (my magazine) and have not mailed me a new magazine or my original magazine. I just wanted to receive the product I paid for and was told would be warrantied (a new magazine). I feel like this delay warrants some type of other compensation at this point due to Taurus ignoring my multiple other emails, calls, and new warranty tickets I submitted via their website in any attempt to grab someone’s attention before filing this complaint. Taurus’ last response to me was on ******* **** to tell me they received my old magazine and I would get a tracking number soon for the shipment of the new one. I feel that 2 new magazines (a 15 and 17 round mag) for my full size ** instead of just the one 15 round one that was warrantied would be a fair compensation for the delays.