Complaints

This profile includes complaints for Taurus USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Taurus USA has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:02/18/2025

  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 was denied warranty work for a firearm because i didn't register it. So i paid for the parts to fix it on their website. Haven't received the parts i ordered over a month ago. Tried reaching out 3 times to see when i would receive the parts i ordered and got no replies. Tried calling but could never get through to anyone

  Business Response

  Date: 02/22/2025

  BBB, thank you for the opportunity to address ******’s concerns.
  ******, first we would like to extend a sincere apology for the inconvenience
  caused on our behalf and shipping and response times. 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 are currently backlogged with shipping
  orders. Your order is in queue to be shipped out next week. 

• Initial Complaint

  Date:02/17/2025

  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 lost the yoke screw of my **** revolver while practice shooting on ******** ****. The firearm was in guarantee, so I reached out to ***** customer service. They said they would not ship a replacement screw and, that I had to ship my revolver to them for repair.
  My local FFL dealer spent hours reaching them; when they finally did, they received all the necessary info so they shipped the firearm to them. This happened on ******** ****.
  Since then, ***** *** customer service is unreachable. It is totally impossible to reach a human on the line and they cannot provide me with a status on the website ("not received" is all page says). There is no way to further know what happened or what is the status of the repair.

  Customer Answer

  Date: 02/18/2025

  I was able finally to talk with someone. They said they are still working on the "repair" (screw replacement).

  Business Response

  Date: 02/22/2025

  BBB, thank you for the opportunity to address ********’s concerns.
  ********, first we would like to 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. Your
  firearm is here in the facility. We are currently backlogged so the estimated
  time frame of 4 weeks for repair has been extended. We are working diligently
  to get caught up and we should have this repaired and back to you in a few
  weeks.

  Customer Answer

  Date: 02/24/2025

  
  
  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:02/17/2025

  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.

  On the 22nd of January I ordered the *****/***** from shop taurus. On the 5th of February I called customer care to get status of my order. Waited over an hour on hold and was told my order was being prepared to ship, but no tracking number was available. It's been over a week now and no contact from Taurus as to a tracking number. Called customer care again and every time a recording said all repersiatves are busy and hung up on me. Worst customer service I have ever seen. It's like we have your money so we'll mail it whenever we feel like it. I'd really like to know when I'll get my order.

  Business Response

  Date: 02/21/2025

  BBB, thank you for the opportunity to address ******’s concerns.
  ******, first we would like to extend a sincere apology for the delay in our
  response and shipping times. 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. There is a callback
  option that is available if you choose to use it. We would like to be very
  transparent. We are backlogged with orders and yours is still in the queue to
  be shipped. We estimate another week or 2 before you receive it. If you do not
  wish to wait, we will be more than happy to cancel the order and issue a
  refund. 

  Customer Answer

  Date: 02/21/2025

  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:02/14/2025

  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.

  12/28/24 I purchased online 2 separate accessories. I was told shipping would be changing after the new year and to wait 2 weeks for shipping. I tried calling customer service with no answer. I emailed on 1/29, 2/7 and 2/14 trying to find out where my orders (#****** and order #******) may be.

  Business Response

  Date: 02/21/2025

  BBB, thank you for the opportunity to address ***’s concerns.
  ***, first we would like to extend a sincere apology for the delay in our
  response and shipping times. 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 and we are answering all request in the order they were
  received. We have both of your orders and a outbound delivery has been created
  for both. We expect both of your orders to be shipped no later than end of next
  week. 

  Customer Answer

  Date: 02/21/2025

  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:02/14/2025

  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’m just completely disappointed with this order and I still have yet to receive it. I placed this order ********, it’s been two weeks with no updates at all and no shipping tracking. I’ve been calling for a week straight and waiting for a total of 4 hours. I’ve submitted request forms on the website also have sent emails. I could’ve ordered from other places and it would’ve been arrived but I said let’s get it from the company themselves. I just want to try and get a refund at this point. This is my first time ordering from them as well.

  Business Response

  Date: 02/21/2025

  BBB, thank you for the opportunity to address *******'s concerns. *******, first we would like to extend a sincere apology for the delay in service and response times. We recently transitioned to a new ERP system, and we are still currently facing some challenges. We have refunded your entire order and a confirmation of this has been sent to your email. 

   

• Initial Complaint

  Date:02/14/2025

  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 returned an unsafe firearm covered by a warranty. Taurus USA issued a repair order number (******), as they deemed the firearm to be broken and unsafe. I was contacted once to ask about my willingness to receive a part that does not match the original product. I was told that I could only have a part that is not like what was suitable for the repair. I was told that someone would contact me to further discuss the situation. No one has contacted me.
  I have emailed and called countless times. They have not gotten back to me and went so far as to block my emails. I also call frequently and will wait for more than 2 hours (on a regular basis). At times, I will use the call return feature, and they won’t return my call that way either. I have NO communication and they remain in possession of the product. I am the legal owner of the product.
  
  Please note the number of emails exchanged in the attachments. Over 20 of those emails are mine asking for support.

  Business Response

  Date: 02/21/2025

  BBB, thank you for the opportunity to address *******’s
  concerns. *******, first we would like to extend a sincere apology for the
  delay in our response times. We are still facing some challenges with our new
  ERP system and our volume is extremely high.  You spoke with our customer service department
  on ******* and informed our Customer Care Advocate that you would like to wait
  on the black slide in stead of using the ******** we offered. 

  Customer Answer

  Date: 02/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Taurus responded by sending emails that had been exchanged. This is not an offer on their behalf. They are simply revisiting prior communications. I need my firearm’s broken component replaced with the same color/model component that had been issued with the firearm when originally purchased. Taurus states that I opted to wait for a black slide. This is true, but I was assured that I would be informed of its status. I refuse to accept the ******** slide they are trying to give me. It is not their only option, but they refuse to take the steps that have been promised. It is impossible to believe that a large manufacturer like Taurus does not have this common part. I am willing to accept a full replacement of the firearm, my money back, or the black slide that had been promised before I was offered a ******** slide. I am no longer willing to wait for Taurus to play games. They have plenty of options. I request that they choose one of those listed above. If they say they do not have a suitable black slide anywhere in their possession, it is a lie. 

  My terms

  1. New replacement firearm of matching or greater value. 
  
  or
  

  2. Money returned in full. 
  

  or

  3. Black or FDE slide made for the corresponding firearm (**** model sent in for repair).
  

  Since I was never contacted with an update on slide availability as promised, I ask that Taurus choose and fulfill one of the reasonable options I have listed. I ask that this be done immediately since my emails and phone calls have been ignored.

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

  Business Response

  Date: 03/01/2025

  We have been communicating with ******* via email, and he has accepted a replacement firearm. 

  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:02/13/2025

  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 an order *******/*/**** and received my order number. I have never received my order and I cannot get a hold of the company.
  I call but on hold for over an hour.

  Customer Answer

  Date: 02/14/2025

  The package arrived *******

• Initial Complaint

  Date:02/03/2025

  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 bought a new Taurus firearm on 01/**/25 during promotion period for a rebate of * *********. I submit the claim for the rebate shortly after and receive a confirmation my claim was approved on 01/05/25 via email. However, the process was completely different from the rebate terms.
  Rebate term: "After a properly completed online submission with all required documentation has been submitted by the customer and verified by Taurus and/or its claim processing agent, the Taurus ** ** ****** *** ***** rebate properly associated to the firearm purchase will be sent to the address provided in the claim within 8 – 10 weeks"
  From the email, I was instructed to redeem the rebate by going to their website, add the rebate item, apply a unique promo code, which will be expired on 02/28/25. I followed the instruction regardless. However, to this date, I haven't been able to redeem the rebate for various reasons: website down, item out of stock, invalid promo code, and back to out of stock again. In addition, it looks like I will be charge shipping fee to get the item.
  I contact customer support regarding the issue on 01/27, 01/28, 01/29 but have not getting any further response.
  Summary, instead of fulfilling the rebate term as stated that they will ship the item to my address, they expecting me to continuously monitor the website to place the order, and to pay for the order if I am lucky enough to catch it when it is back in stock. This is false advertisement.

  Business Response

  Date: 02/04/2025

  BBB, thank you for the opportunity to address ****’s concerns.
  ****, first we would like to sincerely apologize for the inconvenience caused
  on our behalf. We have recently transitioned to a new ERP system and we are
  still making adjustments to our website and shipping and delivery processes as
  well as replenishing the inventory. Your coupon code is usable until 2.28.24. If
  we have not finished making adjustments to our website at this time, we would
  still honor your rebate item. 

• Initial Complaint

  Date:01/31/2025

  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.

  orders placed *** * orders #****** and #****** never recieved cant get a direct answrer when i will get want to be refunded for both orders

  Business Response

  Date: 02/01/2025

  BBB, thank you for the opportunity to address *******'s
  concerns. *******, we would like to extend a sincere apology. We are currently
  experiencing high call/email volume due to a transition to a new ERP system.
  The transition has caused delays in not only our responses but our shipping
  times. Your orders were being processed to ship. We do understand the
  inconvenience that has been caused on our end and we have cancelled and
  refunded the orders. You can expect to see the refunds back to the card used to
  process the transactions within 7 to 10 business days. 

• Initial Complaint

  Date:01/28/2025

  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 name is ****** ***** I have been trying for weeks to get the 3
  magazines for my Taurus TX22 rebate. I have emailed, called and
  waited for an hour for someone to answer. I have waited for the
  website to come back online. It finally did and the code I was given
  says invalid. I was told on the phone I would get a new code but I am
  still waiting. It should not be this difficult to get a rebate. I
  should get 6 magazines for the trouble I have had.
  
  
  Here is the promo code I was given. ************** 
  Thank you,
  
  ****** *****

  Business Response

  Date: 01/30/2025

  BBB, thank you for the opportunity to address ******'s concerns. First, we would like to extend a sincere apology. We are currently experiencing high call/email volume due to a transition to a new *** system. The transition has caused delays in not only our responses but our shipping times, website orders, and repairs. We have tested the code provided to ****** and it works as it should. Please see the attachment. ******'s coupon code does not expire until *******. There will be more than enough time to get the order placed.