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:02/26/2025

  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.

  Placed an order for a ******** ********* *** ***** ***** for the Taurus * ****** on 12/**/2024. It's been nearly 2 months since the order was placed. I understand that the shop website had an issue, and was down longer than anticipated at the beginning of January, thus creating a backlog, but from my understanding - after speaking with customer service in mid-January and early February - I should have received some sort of update by now. I called early Thursday last week (2/20/2025) and waited for 2 hours on hold before I selected the call back option. I still haven't received a call back. The couple of times I called before that, the hold times were also horrible (more than an hour), but I remained patient and understanding when I was finally able to speak to a representative; although both times they told me they can't provide any details, but to maybe give it another week. I need a date as to when this will be shipped. An updated order monitoring link would go a long way as well, because at this point the only thing I have is a link that says, "we can't find that" when I try to look up my order. How is it possible I'm receiving any kind of promotional emails from Taurus, when I can't even get a simple laser sent out to me? I've tried emailing ********************* for an update, but they haven't responded, and any time I try calling now it's always more than a 2 hour wait before I have to select the callback option, but they don't call back! Unfortunately, this feels like the last resort.

  Business Response

  Date: 03/01/2025

  BBB, thank you for the opportunity to address ******
  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. Your order ****** has
  shipped via tracking ********************** and is on the way to you.

• Initial Complaint

  Date:02/25/2025

  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 a firearm for repair on 12/21/2024. The serial number is *********. The barrel has an issue causing it to be clogged with lead after less than 100 rounds. It arrived 12/23/2024. Since arriving the firearm has remained untouched. Communication with customer service has been difficult to say the least. When I do actually get to talk with somebody, I recieve only excuses. I was told a 2-4 week turnaround time when I sent the gun in for repair. After two months I am still being told it will take 2-4 weeks.
  I just wanted my gun repaired. But this experience has been so terrible I now wish I could just have my money back.

  Business Response

  Date: 02/27/2025

  BBB, thank you for the opportunity to respond to **** concerns.
   ****, first we would like to extend a
  sincere apology for the inconvenience caused to you on our behalf. We recently
  transitioned to a new ERP system, and this has caused some unforeseen delays in
  repairs, shipping, and response times. Your firearm is here and is currently
  logged awaiting repair. You can see this on our websites, as your firearm
  begins to go through the process the status will update. We are past the 4-week
  time frame with repairs due to the backlog but we are working diligently to get
  caught up. 

  Customer Answer

  Date: 03/03/2025

  Complaint: ********
  I am rejecting this response because: It is the same script and excuses I have heard for 2 months. Clearly we are beyond the 4 week turnaround time. But after 2 months, why can't taurus tell me how much longer it will be. During this entire process nobody has been willing or able to be upfront with me and tell me how large the backlog is and how much longer till my gun is fixed. As far as the online repair checker, my gun did not show up online for a month. And as of today the status says only recieved. Based on the response from taurus it sounds like my gun has not even been looked at for repairs during the past 2 months. After 2 months of waiting I don't think it is too much to ask that somebody at taurus repair or replace my firearm immediately.

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

  Business Response

  Date: 03/06/2025

  ****, we will reach out to you no later than the end of business day 3-10-24 to come to a resolution.

  Customer Answer

  Date: 03/10/2025

  Complaint: ********
  I am rejecting this response because: I just recieved a call from Tammy in customer service. A $50 gift card is not adequate compensation for the failures of your company up to this point. As of today it has been 11 weeks and still my gun has not been repaired or even looked at. Since you seem unable to repaire my **** in a timely and accountable manner I expect it to be replaced with a **** of an equivalent value at a minimum.

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

  Business Response

  Date: 03/11/2025

  Thank you, BBB, for allowing us to continue assisting **. ****** with his concerns. We have reached out to **. ****** and have come to an agreement that his firearm will be replaced. We will follow up with him once tracking has been provided. 

  Customer Answer

  Date: 03/17/2025

  Complaint: ********
  
  
  
  I am rejecting this response because: I will mark this complaint as satisfied after i take possession of the replacement firearm.

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

  Business Response

  Date: 03/20/2025

  ****'s replacement firearm has been shipped via ***** tracking ************. It is scheduled to be delivered today. 

  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:02/24/2025

  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 firearm back on *** **** from a local store. i discovered a factory malfunction with the firearm and sent it into taurus to be rapaired. it was received on *** **** ****. after 4 weeks my serial number dissappeared from taurus repair website and i have not been able to get ahold of customer service for an additional 5 weeks since my serial number stopped showing up and i have no other way of getting ahold of taurus. i have spent up to 4hrs at a time on hold without anyone picking up. On ******* it will be ten weeks without an answer.

  Business Response

  Date: 02/27/2025

  BBB, thank you for the opportunity to respond to ***’s concerns,
  ***, first we would like to extend a sincere apology for the inconvenience
  caused to you on our behalf. We recently transitioned to a new ERP system and
  this has caused some unforeseen delays, in repairs, shipping, and response
  time. Your firearm has been through the repair process, and we are currently awaiting
  your tracking number. 

  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,
  
  
  
  *** *****

• Initial Complaint

  Date:02/24/2025

  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.

  I purchased a **** **** **** from Taurus USA and have experienced multiple issues with both the product and their customer support.
  
  Details of the Complaint:
  1. Defective Product – The magazine that came with the firearm is broken.
  2. Registration Issues – The firearm cannot be registered on the Taurus website. Apparently their website is broken.
  3. Unresponsive Customer Support – I attempted to contact customer service multiple times over three days, waiting on hold for up to 4 hours without an answer. Their callback feature is non-functional.
  4. Ignored Emails and Social Media – My support email has gone unanswered for over two weeks, and attempts to reach them via social media have been ignored.
  5. Unfulfilled Order – I also purchased two additional magazines from their website, but after payment, there has been no communication or shipping update.
  
  Taurus USA has failed to provide adequate customer support and has been completely unresponsive to my concerns. I am requesting immediate resolution, including a replacement for the defective magazine, proper registration support, and an update on my missing magazine order.
  
  I expect Taurus USA to take responsibility for their lack of communication and resolve these issues promptly.

  Business Response

  Date: 02/26/2025

  BBB, thank you for the opportunity to respond to ******’s
  concerns. ******, we would first like to extend a sincere apology for the inconvenience
  caused on our behalf. We are still navigating through unexpected inconveniences
  with our new ERP system. This has caused delays in repairs, communications, and
  shipping. Volume is currently higher than normal through all channels of
  contact. We will reach out to you no later than end of business day 2.27 to
  assist with resolving these issues. 

• Initial Complaint

  Date:02/21/2025

  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.

  You have had my revolver ser no ******* since 12/4/24. I sent in for repair and have not received it back. Plus the fact that you as a consumer can not get in touch with tarus. Please repair it as this is second time for same problem,and send it back. I would not have done things this way if we could have had communication.

  Business Response

  Date: 02/26/2025

  BBB, thank you for the opportunity to respond to *****’s
  concerns. *****, we would first like to extend a sincere apology for the inconvenience
  caused on our behalf. We are still navigating through unexpected inconveniences
  with our new ERP system. This has caused delays in repairs, communications, and
  shipping. Volume is currently higher than normal through all channels of
  contact. We will reach out to you no later than end of business day 2.26 with your tracking as your firearm has been repaired and shipped. 

  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:02/21/2025

  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.

  purchased a new hand gun that did not function properly. called taurus usa and as able to receive a shipping label to return firearm for repair. was told repair would take up to 4 weeks. it has been 12-14 weeks and there is no response from taurus usa. hold times with customer service is so long they never annswer. requested a customer call back through email and have not got any response and have answered an online survey requesting help in this matter with no response.

  Business Response

  Date: 02/26/2025

  BBB, thank you for the opportunity to respond to ****’s
  concerns. ****, we would first like to extend a sincere apology for the inconvenience
  caused on our behalf. We are still navigating through unexpected inconveniences
  with our new ERP system. Volume is currently higher than normal through all
  channels of contact. We will reach out to you no later than end of business day
  **** as requested. 

  Customer Answer

  Date: 03/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The reached out about a week ago but I have not heard anything else back from them.  In ******** I was told this would involve a 4 week turn around. We are now in *****.
  
  
  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 03/07/2025

  The 4 week turnaround time is an estimated time frame. This information was provided when logging the firearm to come in. Since we recently transitioned to a new system, we are experiencing delays in shipping. Your firearm has been repaired and is in line to be shipped. We do ask that you please allow us time to get this out the door. 

  Customer Answer

  Date: 03/11/2025

  
  
  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:02/20/2025

  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.

  Purchased items from brochure from Mfr that came with pistol purchased on *** * ****. After purcchase noticed that web page went down. I have contacted customer support 2x after waiting over hr for each call and was promised that I should recieve confirmation and tracking within a week. The web page has been up for a few weeks but still no confirmation or tracking number sent. Call support again but after 2 hrs hung up. Sent email on *** ** and till no answer. Order # ****** which could not find or confirm on website of TaurusUSA. Also finally got a confirmation of rebate due on *** **, but was told it could take 8-10 weeks to recieve.

  Business Response

  Date: 02/24/2025

  BBB, thank you for the opportunity to respond to ******* concerns. *******, first we would like to extend a sincere apology for the inconvenience caused to you on our behalf. We transitioned to a new ERP system, and we are currently navigating through some unforeseen challenges. You are unable to see the order in the account because of the change we made but we do have your order. We are backlogged with shipping, but your order is in the queue to be shipped this week. 

  Customer Answer

  Date: 03/04/2025

  
  
  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:02/19/2025

  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.

  Issued ******** credit of $50. after purchase. Was unable to use the credit due to problem with the Taurus site on their end. After attempting again, my selection went through without applying the credit. I have been unable to obtain a resolution through email or phone contact after making several attempts. My debit card has been charged by Taurus in error, and I have not received the items ordered.
  
  I would like the amount refunded to me.
  
  Thank you,
  **** *******
  *** *** ****

  Business Response

  Date: 02/24/2025

  BBB, thank you for the opportunity to address ****'s concerns. **** we sincerely apologize for the inconvenience caused to you on our half. We recently transitioned to a new ERP system, and we are currently navigating through some unexpected challenges. We will reach out to your no later than end of business day today *******

• Initial Complaint

  Date:02/19/2025

  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 purchase a Taurus revolver which is not ejecting the shells. I have been trying for several weeks to contact customer service so I can send it to be repaired. No luck. I have been waiting sometimes 2 hours for someone to answer. I understand that they are having upgrades for one of their systems. I CANNOT LEAVE A MESSAGE FOR THEM TO CALL ME BACK. I filled request repair form from the website. No response.

  Business Response

  Date: 02/22/2025

  BBB, thank you for the opportunity to respond to ****s concerns. ****, first we would like to extend a sincere apology for the delay. We are currently backlogged with calls and emails due to the transition to the new ERP system. We see you were able to receive the assistance you needed. 

  Customer Answer

  Date: 03/11/2025

  
  
  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:02/18/2025

  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.

  I puchased a Taurus product from a dealer. At that time there was a rebate for free accessories upon purchase. I sent in the rebate form on their website, I was approved and was given a discount code to use at checkout. For the first 3 weeks after purchase the item was out of stock. It now shows in stock but when I enter the code it says its invalid. I have seen several other people having the same problem. The company will not respond to emails, and hold times exceed 2 hours and no one ever answers. The email states that my code is good until *** **** of ****.

  Business Response

  Date: 02/22/2025

  BBB, thank you for the opportunity to respond to *****'s concerns. *****, we would like to first extend a sincere apology for the inconvenience caused on our behalf. We recently
  transitioned to a new ERP system, and we are still facing some challenges. Our
  call and email/volume is extremely high right now but our phone system works as
  it should with a callback option available. We see if you were assisted by our Customer Service Advocate. Please let us know if you need anything additional.