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Business Profile

Gun Equipment

Taurus USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gun Equipment.

This business has 1 alert

Complaints

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

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Taurus USA has 2 locations, listed below.

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    Customer Complaints Summary

    • 168 total complaints in the last 3 years.
    • 122 complaints closed in the last 12 months.

    If you've experienced an issue

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/28/2025

      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 ordered a laser sight on ******** the funds were debited from my card on ********. I received an email with an order number on ********. I have not received my merchandise nor have I been able to contact them after multiple attempts. Phone calls go to hold for hours then I disconnect and sent emails come back error

      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 ERP system. The transition has caused delays in not only our responses but our shipping times. There was a notice put on our websites and social media sites informing customers that if they place an order, it would not be shipped until after the 2nd week of January. We have *******'s order and it is currently processing to be shipped. We estimate another week or 2 before he receives it. If ******* does not wish to wait for the order, we will be happy to process a full refund. 

      Customer Answer

      Date: 01/31/2025



      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:01/28/2025

      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.
      Good morning,

      I would like to file a complaint against Taurus USA in Bainbridge GA, concerning Order #****** which was placed on ******* ***.

      I cannot get Taurus USA to answer the Customer Service Line (************). Had exchanged a few emails with a Keshia, Taurus USA Customer Service, but the emails have gone "dark." Or Taurus USA is no longer responding to emails.

      My last email was requesting info on Refund/Credit, since I cannot have any information on this **** *** Order. No Response.

      I can provide an email copy of my Order Confirmation and the email exchanges.

      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 ERP system. The transition has caused delays in not only our responses but our shipping times. There was a notice put on our websites and social media sites informing customers that if they place an order, it would not be shipped until after the 2nd week of January. We have ********'s order and it is currently processing to be shipped. We estimate another week or 2 before he receives it. If ******** does not wish to wait for the order, we will be happy to process a full refund. 

      Customer Answer

      Date: 02/02/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********,

      I do want my order, "assuming" the Tracking Details email typically associated with online orders is provided by ****** ******** ***.

      If Taurus USA is requiring 30 plus days to ship online orders, please Credit my ******Card.



      Sincerely,



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

    • Initial Complaint

      Date:01/28/2025

      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.
      Purchased a **** because of the Triple Magmania promotion 01/01/25 and submitted for the code.
      Recieved it quick, but they were out of stock and didn't let you place an order to be fulfilled later.
      So I contacted them and was told multiple times they promised to be back in stock by 01/13/25 for the promotion orders to be placed. Shortly after this, their website went down and stayed down for almost 2 full weeks. During this time I kept contacting them because they promised to have stock on 01/13/25 but the website stayed down through that.
      They then promised that once the website was back up that people could place orders and the magazines would be in stock.
      Well, the website came back up and they were in stock.. but the promotion codes were not working. Now after contacting them, they promised that they would notify me once the codes were working so I could place an order, and it'd be by 01/31/25.
      Come today 01/27/25 I go to check if the code is working, since I had been each day and IT IS.. Yay right?? NOOO!! THEY ARE OUT OF STOCK!!!! I WAITED A MONTH AND STILL CAN'T PLACE MY ORDER BECAUSE THEY DIDNT NOTIFY ME WHEN THE SYSTEM WAS FIXED. LIKE PROMISED AND THEY ARE OUT OF STOCK NOW.


      DONT BUY ANY TUARUS PRODUCTS. THEIR WEBSITE AND CUSTOMER SERVICE ARE TERRIBLE. THEY WILL MAKE PROMISE AFTER PROMISE. JUST FOR THEM TO NOT KEEP THEM. CANT EVEN SUBMIT MY WARRANTY INFORMATION. IVE TRIED MORE THAN 4 TIMES.
      LITERALLY NOTHING WORKS.

      P.S. Also, BOTH, i repeat BOTH of the **** ****** i purchased this month already had the front iron sights come loose. One was loose enough after shooting it almost fell off.

      Just terrible all around experience.

      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 have recently transitioned to a new ERP system and we are still making adjustments. 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 response times but our shipping times, inventory, website orders, and repairs. We are currently working diligently to replenish inventory. ******'s coupon code does not expire until 2.28.25. There will be more than enough time to get the order placed.
    • Initial Complaint

      Date:01/27/2025

      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 and paid in full for an order with Taurus USA. I received an email confirming my order and a follow up email confirming that my order was waiting on shipment. After not receiving my order I checked on their website for more information, however when I input my order number they had no record of my order. I have sent several emails but with no response. I’ve tried to call their customer service number but I’m unable to get through to anyone. I’ve called their corporate office, but again I’m unable to speak to anyone. I paid via ******** and have contacted them to file a fraudulent transaction. Please help.

      Business Response

      Date: 01/29/2025

      BBB, thank you for the opportunity to respond to *******s concerns. We would first like to extend a sincere apology. We migrated to a new ERP system which delayed shipping times. We put a notice on our webstores and websites letting customers know that if they placed an order, it would not ship until after the 2nd week of January. ********s order has shipped via **** tracking **********************.
    • Initial Complaint

      Date:01/27/2025

      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.
      I ordered a pair of ******** ***** ***** from shop taurus**** on December **, 2024. I got two confirmation emails from them and on December 29, 2024 they took ***.** off of my credit card. Then their website went down for maintenance for at least 10 or 12 days. I lost count every time I went to check my order status. It took me to website down page. When their website came back up online, I was excited to check my order and to my horror shop. Taurus lost all record of my order ever even being placed and their website says that I have never placed an order with them. I’m out the money that they took from my card. They don’t ever answer the phone. I’ve sent numerous emails no response. I emailed initially when the website went down asking for status and a lady responded saying that they would be resuming shipments on January 13, 2025 so I said great when the website came back up my order had been deleted. I’m out the money. Nobody answers the phone. Nobody returns my emails.

      Business Response

      Date: 01/29/2025

      BBB, thank you for the opportunity to address *******'s concerns. 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. There was a notice put on our websites and social media sites informing customers that if they place an order, it would not be shipped until after the 2nd week of January. We have *******'s order for the ***** and it is currently processing to be shipped. We estimate another week or 2 before he receives it. If ******* does not wish to wait for the order, we will be happy to process a full refund. 
    • Initial Complaint

      Date:01/22/2025

      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 purchase a new firearm from Taurus with their promotion of three additional magazines for free with the purchase of the firearm. I filed the claim with Taurus and received a discount code. The online shop of Taurus USA is set up so to prevent shipment of the promotion item. I would like to receive the contracted three magazines promised with the purchase of the firearm.

      Business Response

      Date: 01/25/2025

      BBB, thank you for the opportunity to address ***’s
      concerns. First, we would like to extend a sincere apology for the inconvenience
      caused on our behalf. We have transitioned to a new ERP system and adjustments
      and changes are still currently being made. Now that our webstore is back up
      and running, we are currently replenishing inventory, so customers can redeem
      the magazines using the coupon code they were provided. *** will be able to
      place his order for the magazines using the rebate code by the end of next
      week. 

      Customer Answer

      Date: 01/27/2025



      Complaint: ********



      I am rejecting this response because:


      The website shows the magazines as available. When I try to purchase them with the discount code, the website does not give an option to check out, does not give an option for shipping, or, if tricked into giving option for shipping by adding additional products, prevents from purchase anyways stating: “the tax calculation is incorrect”. 

      I called the Taurus Customer service and the customer service told me they cannot order this magazines for me, and I have to wait for the website which, as stated, prevents from redeeming the advertised discount that was part of the cost of the item I purchased. I asked for refund and was told that the business does not refund.

      I have never encountered such business practice in the US in over 20 years living here, it is very much reminds me the fraud practices while deployed overseas, or living in the third-world countries.

      I am exploring other avenues of federal fraud protection organization or preventing the business fraudulent practices through class action if this is not resolved.

      Thank you,


      Sincerely,



      *** ******

      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 ERP system. The transition has caused delays in not only our responses but our shipping times, website orders, and repairs. We are aware of the tax calculation error and we are currently working diligently to have this error corrected. ***'s coupon code does not expire until *******. There will be more than enough time to get the order placed.

      Customer Answer

      Date: 01/30/2025



      Complaint: ********



      I am rejecting this response because:

      I communicated with the customer service twice at this point, both times informing me that they cannot directly order the item promised by the company (this is not a generally accepted or ever encountered practice in the USA). The first communication took place while the rebate item was still showing as available on the company website. Second communication (supervisor of customer service) repeated that they cannot order the magazine for the customer, and that the magazines will be in stock by the end of week *********) as by then the magazines were listed as “out of stock”. 

      At this time the magazines are available on the web site of Taurus Shop but, interestingly, not in the packaging that Taurus claims their rebate applies for. To wit: rebate applies to 3 magazines of **** firearm, which are “out of stock”, while the packages of 2 magazines and one magazine for **** firearms are available for a normal price. 

      Reviewing the past legal history of court-found fraud/advertising fraud on behalf of Taurus USA, I am somewhat less than enthusiastic that any of my attempts to get the promised rebate magazines with anticipation that the rebate will be allowed to let run out with continuous excuses of why I cannot get what I already paid for.

      Though I cannot prejudge, I would anticipate my full cooperation with an anticipated litigation and customer class action when/if such occurs if this situation is not resolved by the company. I would also anticipate my cooperation with my professional network of over a ** military and related professionals with promulgating my experience with fraudulent practices of the company; and my hesitation of extension any endorsement of continuous support for personal or professional acquiring of the Taurus equipment.

      I think $74 worth of promised equipment, not delivered, is really not worth the tarnish on a company’s name with already shady reputation. Company that claims they are trying to rebuild their reputation. But it is just my judgement. If the company wants to continue be a manufacturer of low quality - the market and court system will weed them out.




      Sincerely,



      *** ******

      Business Response

      Date: 02/07/2025

      The online shop is fully functional, and all items are available. The customer is able to use the code and if there are any issues, we will be more than happy to provide another. The website is ******************.

      Customer Answer

      Date: 02/20/2025

      Taurus USA resolved the issue , which was the subject of the complaint.

       

      Thank you for your help ****

    • Initial Complaint

      Date:01/21/2025

      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.
      I ordered a handle from Taurus *** ***, after 10 days I received no e-mail about a shipping update so I contacted Taurus and they told me that they were updating their systems and they hoped to ship out all items in the next few days. It is now *** **** and I have still not received any tracking. I then contacted them and told them to cancel my order and they said they couldn't cancel my order because their system is updating. I then asked to talk to someone who could help and they said they couldn't transfer me because their system was updating. I asked how long till their system was done updating and they didn't know. I know it sounds like I'm exaggerating but I promise you this is exactly how my conversation went with them. Due to the fact they cannot ship my item, refund me my item or tell me any details on when i will get my item and/or refund I have no reason to assume that this isn't company fraud and

      Business Response

      Date: 01/25/2025

      BBB, thank you for the opportunity to address ******’s concerns.
      First, we would like to extend a sincere apology for the inconvenience caused
      on our end. We recently transitioned to a new ERP system and changes and adjustments
      are currently being made. We put a notice on our social media sites and
      websites informing customers that if they place an order, it would not ship
      until after the 2nd week of *******. ******’s order has been cancelled
      and refunded. He should see the refund back to the card he used to make purchase
      within 7 to 10 business days. 

      Customer Answer

      Date: 01/27/2025



      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:01/20/2025

      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 mailed my pistol in on November **, 2024 for repair. I waited for the company to call me about the repair to my gun. They didn't contact me. I called the company on January 3, 2025 and asked about the repair to my gun. I was informed that it was not repairable. I requested that they return my gun to me. They said it would be sent out to me. I did not receive the package. I called and spoke to McKenzie on January 14,2025 and was told that they couldn't ship it until after January **, 2025 due to system problems. I would like my gun returned to me promptly. I am concerned that they did something with my gun and that it will get into the wrong hands. That gun is registered to me and I don't want it used in a crime and it comes back on me. Gun value $***.

      Business Response

      Date: 01/25/2025

      BBB, thank you for the opportunity to address ****** concerns.
      First, we would like to extend an apology. We have upgraded to a new ERP system
      and adjustments are being made currently. The adjustments have caused a delay
      in shipping. ****** firearm is still here at the facility preparing to ship
      back to her. Nothing was done to the firearm, when a customer requests a
      firearm to be returned, it is returned with no changes made. We are expecting to
      ship the firearm back next week.
    • Initial Complaint

      Date:01/20/2025

      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 3 accessories on Taurus’ online shop on December ** for around $***. No warnings were given on the web store or by email that the shipping would take this long. They then blame their poor communication and fulfillment process on “upgrading” it. I’ve been lied to again and again. 3 small and in stock items could’ve been packed and shipped the next day. I am not waiting any longer for this company. I demand an immediate refund.

      Business Response

      Date: 01/25/2025

      BBB, thank you for the opportunity to address *******
      concerns. First, we would like to extend an apology for the delay. We did transition
      to a new ERP system and adjustments are still being made. We posted an update
      to all of our social media sites and webstores letting customers know that
      orders will not begin to ship until after the 2nd week of January.
      We do understand that ****** would like to cancel the order and be refunded,
      and this has been taken care of. He can expect to see the refund back to the
      card he made the transaction with, within 7 to 10 business days. 

      Customer Answer

      Date: 01/27/2025



      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:01/17/2025

      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 bought a Rossi brand rifle in sept 2024
      Within a week the safety popped out.
      I had the gun inspected two weeks after the purchase and was told the barrel was loose and dangerous to use.
      I contacted Rossi USA in which they sent me a shipping label to return the rifle to them.
      I received a call a few weeks later and they stated the rifle was not fixable and will send me a new one and that I will receive it in 6 to 8 weeks.

      I’m still waiting 10 weeks into sending my $*** rifle and can not get a hold of a customer service person at this point.

      Business Response

      Date: 01/25/2025

      BBB, thank you for the opportunity to address *** *******s
      concerns. We would like to first extend an apology. We transitioned to a new
      ERP system and we are still making adjustments. Shipping for the replacement
      item has been delayed. We will reach out to *** ******* to further discuss no
      later than ******, January ****. 

      Customer Answer

      Date: 01/27/2025



      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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