Business Profile

Gun Equipment

Taurus USA

This business is NOT BBB Accredited.

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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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Submit a Complaint

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:03/05/2025
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 received a defective firearm which I returned on December 23rd, 2024. They received it on January 6th, 2025. They told me the waiting time for repair would be 4 weeks... It is now 2 months. They do not answer the phone or emails or even a letter which I sent weeks ago. I would like my weapon either fixed or a refund on the weapon.
Business Response
Date: 03/07/2025
BBB, thank you for the opportunity to respond to ****s concerns. ****, first we would like to extend a sincere apology for the delay in response, repair, and shipping times. We recently transitioned to a new ERP system and have experienced some unforeseen situations. We are currently backlogged with repairs and are working diligently to catch up, repair, and ship. We give an estimation of 4 weeks for the firearm to be repaired and returned but recent inconveniences have caused a delay.
Customer Answer
Date: 03/18/2025
I am definitely not satisfied with the answer from Taurus USA. The answer that they give everyone is that they have been upgrading their computer systems. This doesn’t answer the complaint about not repairing my firearm. When I sent it to them I was told 4 weeks. It has now stretched to 3 months with no end in sight. I have spent hours on hold to get through to representatives of the company only to receive the same response. When do they intend to fix or replace my weapon? When will they honor my lifetime warranty? They don’t give any information other than the fact that they replaced their computer. Have they lost my weapon? Should I file a complaint with *** or my local police department about a lost or stolen weapon? I don’t want information on the computer… I want a response about my specific weapon.
Thank you for any help you can give me.
**** *******
Business Response
Date: 03/25/2025
BBB, thank you for the opportunity to address ****s concerns. ****, first we would like to extend a sincere apology for the inconvenience caused to you on our behalf. We have recently transitioned to a new ERP system, and we are experiencing some unforeseen issues. Your firearm has been repaired and shipped via ***** shipping ************ and delivered today 3.25.25
Customer Answer
Date: 04/02/2025
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. I remain disappointed in the time frame to repair.

Sincerely,

**** *******
Initial Complaint
Date:03/05/2025
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 sent a part a ** **** Slide to have the extractor pin replaced repaired and when I contacted the company the reported they could not locate it I sent them proof of delivery from ******* **** **** i have made numerous attempts to reach out for status reports and received no reply I have documentation of several emails and report numbers and service numbers. I had 1 conversation with customer service 2 weeks ago and have had no reply their AI phone system had me on hold for 30 minutes on ****** and when I requested a call back I did not receive a call. they have had my part for over a month and i have heard nothing from them.
Business Response
Date: 03/07/2025
BBB, thank you for the opportunity to respond to ***'s concerns. ***, first we would like to extend a sincere apology for the delay in response and service time. We have recently transitioned to a new ERP system and have run into some unforeseen circumstances. We have on record that you spoke with a representative on ****** and you are now scheduled for a call back from our customer care advocate. We will reach out to you no later than the end of the business days ***.
Initial Complaint
Date:03/03/2025
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 Taurus ******* and a Heritage ******** 14 weeks ago. I submitted my $** dollar rebate for both purchases and received an approval. I got an email from Taurus 2 weeks ago stating they had a computer malfunction. I'm not happy I never received my rebates.
******* *********
Business Response
Date: 03/06/2025
BBB, thank you for the opportunity to address *******s’s
concerns. *******, first we would like to extend our sincerest apology for the inconvenience
caused to you on our behalf. We have transitioned to a new ERP system, and we
are currently experiencing delays in processing rebates. We have your approval we
expect for your checks to be in the mail within the next few weeks.
Customer Answer
Date: 03/07/2025
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:03/03/2025
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.
To whom it may concern I purchased a Taurus ** ** Handgun from **** *** ***** it did not work properly I contacted Taurus they sent me a return label I returned the gun it has been approximately 2 months I cannot get an email response on where my guns and their phone system is never working when I enter my serial number it waiting arrival the one time I did get a hold of them they told me they had it and it would be sent to me in 2 weeks I haven't heard anything I would appreciate any help on finding out where my gun is and getting it back or a refund one of the two serial number ********* thank you respectfully ***** ******** phone number ************
Customer Answer
Date: 03/06/2025
I have added the ***** information on shipping label used to send gun. The ***** Tracking on received and by whom. Then the email I received today with new request to send my gun to them.
Business Response
Date: 03/06/2025
BBB, thank you for the opportunity to address *******’s
concerns. *******, first we would like to extend our sincerest apology for the inconvenience
caused to you on our behalf. We have transitioned to a new ERP system, and we
are currently experiencing delays in responses and repair and shipping times. Your
firearm is here in the facility and was received under tracking ************. Our repair time has been delayed by a few
weeks as we are currently backlogged.
Initial Complaint
Date:03/03/2025
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 my firearm last *******. I immediately started having issues and went through the proper trouble shooting steps.

After those steps did not resolve I was instructed to ship the product to Taurus repair facility on *******. The firearm was shipped on ******* and arrived at their repair facility on *******.

I waited 2 weeks with any contact and when no update was given I tried calling into Taurus customer service for an update. It took me nearly a week to get any one on the phone. The option to receive a call back was not operational for over a week and I waited on hold for 3 hours once without anyone answering my call.

Finally spoke with someone ********* Was told it hasn’t been entered into new system and that I should check ***************************************************status daily for updates. No other resolution offered. Timeline was stated as “hopefully a couple of weeks and not months”

********* Was escalated to a dedicated agent and given service order number. Told to check back the following week to see if my service number was in the updated batch. ********
Still no update. Escalation agent has not been responsive and no timeline is being given.

This company is barely functioning at this point. I was not advised that a new ERP was being implemented when I reached out for service and that there may be delays. I am offered nothing but empty statements about how their service is first come first serve and that they can’t possibly offer me a timeline or any other updates.

The only lifetime guarantee this company offers is a lifetime of headaches. Avoid them at all cost and take your money elsewhere.
Business Response
Date: 03/06/2025
BBB, thank you for the opportunity to address *******’s
concerns. *******, first we would like to extend our sincerest apology for the inconvenience
caused to you on our behalf. We have transitioned to a new ERP system, and we
are currently experiencing delays in responses and repair and shipping times. Our
repair time has been delayed by a few weeks as we are currently backlogged.
Customer Answer
Date: 03/07/2025

Complaint: ********

I am rejecting this response because:

There is no actual timeline stated when I can expect action. All I receive are vague response about timeline and delays but no action. The company obviously does not care if they have produce an inferior product and are providing inferior service.
You have had my product for nearly 6 weeks. That is plenty of time to have either repaired it or determined a timeline.

Sincerely,

******* ******
Business Response
Date: 03/12/2025
Thank you, BBB, for continuing to allow us to address Mr. ******'s concerns. We sincerely apologize for the delay on Mr. ******'s repair due to the transition to a new ERP system and are working diligently to receive, repair, and ship firearms back as quickly as possible. We will reach out to Mr. ****** by end of day tomorrow, *******.
Customer Answer
Date: 03/13/2025

Complaint: ********

I am rejecting this response because:
I was contacted today ****, not ****. I was offered a free accessory for the extended wait times, which I accepted. I still do not accept this as a resolution to my issue. I have not been offered a timeframe as to when I can expect this issue to be resolved and continue to be told the ERP is at fault. An almost 2 month repair with no end in sight is unacceptable.

Sincerely,

******* ******
Business Response
Date: 03/20/2025
*******, we have asked that your firearm be expedited through the repair process. We estimate that we should be able to ship it out by the end of next week.
Customer Answer
Date: 03/20/2025

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:02/27/2025
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 purchased a taurus 9mm in ******* and the first time I shot it, the chamber would jam every 3rd shot. I contacted Taurus they sent me a pre paid ***** label to send it back for repair as it is under warranty and brand new. ***** tracking ************ signed for by T Rutherford ********* at Taurus USA. Serial number ********* for the gun. ****** service number provided by Taurus for tracking. i have called both cs numbers over and over *** *** **** and *** *** **** and held for over 30 minutes at one point and no one ever answers. I have emailed and put a request on * to get a response. Taurus shows awaiting receipt of package on there website. I need to know they have my gun and it is being repaired.
Business Response
Date: 03/04/2025
BBB, thank you for the opportunity to address ******’s
concerns. ******, first we would like to extend a sincere apology for the inconvenience
caused to you on our behalf. We have transitioned to a new ERP system, and we
are currently experiencing delays in responses and repair and shipping times.
Your firearm is here in the facility and is currently in line to be repaired.
We have enabled a callback request for our customers who wish to receive an update
but do not want to wait because of the high volume.
Customer Answer
Date: 03/05/2025

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:02/26/2025
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 sent in my firearm last ******** for repair. Each time I call I've had to wait on hold for up to two hours to talk with customer service. I was told my gun is ready to be shipped back as of ******** *, ****; however, It has not left the facility. I cannot get a hold of anyone to help me. I need your help to make them return my firearm to me. My next step is legal action.
Business Response
Date: 03/04/2025
BBB, thank you for the opportunity to respond to *******'s concerns. *******, we would first like to sincerely apologize for the delay. We transitioned to a new ERP system, and we are currently experiencing some unforeseen inconveniences. We are backlogged in our shipping department which is why you have not received the firearm. We estimate that it will ship this week.
Customer Answer
Date: 03/05/2025

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,

******* *******
Business Response
Date: 03/06/2025
*******S FIREARM IS BEING SHIPPED VIA TRACKING ************
Initial Complaint
Date:02/26/2025
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 placed an order for a ******** ***** ***** *** Laser Grip *** on 01/27/2025 and hear nothing from Taurus. I called Taurus Customer Services on 02/13/2025 and was told my order would be shipped in a few days with confirmation email. But nothing happened. I logged a complaint with Taurus on 02/16/2025 (Complaint ID # ********) and so far as of today 02/26/2025, Taurus just ignored my complaint. Please help me to get Taurus ship the item I ordered. Your help is very much appreciated.
Business Response
Date: 03/01/2025
****, we sincerely apologize. We are still experiencing some
difficulties due to the new system. This has caused delays in response and
shipping times. Your order has shipped via tracking **********************.
Customer Answer
Date: 03/06/2025
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:02/26/2025
Type:Customer Service 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 offered a rebate for purchase of a new **** which was to include 3 new magazines after you applied with the required purchase information. A rebate code was then given to redeem the triple magazine deal that is to expire 2/28/2025. After multiple calls being on hold for hours at a time with no answers, countless emails with no responses at all the deadline is in 2 days and it expires. The website has been down for weeks. Out of stock issues and invalid codes, and checkout issues have made it impossible to complete the order completely. Unfortunately I am not alone with these issues either. It's seems as it's all a bait and switch scam. The rebate was a large factor in the purchase of the firearm which has quality issues as well. Customer service does not seem to care or make any attempt at all to honor the rebate that expires in 2 days. Now it seems my claim ID has been deleted from their site and the code I was given is invalid.
Business Response
Date: 03/01/2025
BBB, thank you for the opportunity to address *****’s
concerns. *****, first we would like to apologize for the inconvenience caused by
our half. We recently transitioned to a new ERP system and some unforeseen circumstances
have caused a delay in response and shipping times. We are severely behind but
we are working diligently to get caught up. Please use code ******-******* to
redeem your magazines. Please see attached, the code has been tested and works.
Initial Complaint
Date:02/26/2025
Type:Customer Service 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 ordered a Taurus firearm on ********. I subsequently submitted the information required for a rebate promo and received the following in an email on ********* "Claim ID: ******. We are pleased to inform you that your Taurus rebate claim has been approved!". I then went to the shoptaurus website via the link provided in that email and enetered the code provided, but the webiste had so many issues that the order did not go through. I called customer service twice and spent 1 and 3 hours on hold without ever talking to a rep. The callback feature was non-functional, so that was not an option. I have sent several emails over the last month, all of which have been ignored. As of today *******, the rebate code still does not work, the website is still non-functional, and customer support is still unresponsive.
Business Response
Date: 03/01/2025
BBB, thank you for the opportunity to address *****’s
concerns. *****, first we would like to apologize for the inconvenience caused by
our half. We recently transitioned to a new ERP system and some unforeseen circumstances
have caused a delay in response and shipping times. The callback function is
fully functional and we responding to emails previously sent, although we severely
behind. Please use code *************** to redeem your magazines. Please see
attached, the code has been tested and works.
Customer Answer
Date: 03/03/2025

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

Customer Complaints Summary

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Taurus USA is NOT a BBB Accredited Business.