Complaints

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:06/12/2025

  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.

  H&K will Lie and Cheat you out of alot of money on a brand new firearm. I purchased their new ***** ** $4000.00 rifle from one of their few certified dealers in Georgia Brand New. Only to get home and notice upon cleaning that the rifle had been abused and damaged by thier certified dealer. H&k manager (jeff s******) said he believed they damaged it intentionally. So I sent it in to their customer service (Will) and had to pay an additional $640.00 to repair this brand new never fired rifle because their warranty doesn't cover wear or finish ,only to get it back in worse shape. Upper and lower were even loose and making clanking noise which h&k are known for tight tolerances not sloppy and loose ?
  So I called and spoke with the Manager of customer service Jeff S****** who was always hard to contact and hard to get response from via phone or email and after long period of time he finally sent email. Photo attached. He told me they were going to send me Brand New Rifle off of the factory line once they received mine again? They told me 1-3 weeks. 5 weeks later after they received mine they sent a fixer upper to our FFL . Not Brand New off the factory line like I was told? I received a rifle more loose and even gunsmith work as I was even told on the phone by manager Jeff S****** except he made it out that the clean barrel from factory and gunsmithing as just standard protocol? But I could see metal shavings all inside upper and lower and file marks on the chamber and more sloppy upper and lower than the first attempted repair?
  Guess they didn't think I'd notice
  and just didn't care if I did obviously?
  Even after writing him back he responded with absolutely nothing?
  Absolute nightmare.
  Got taken for alot of money.
  Wanted to like H&K because I've heard good things but the service department is horrible.
  What a rip off.
  Terrible how they do their customers who spend so much on one of their rifles?

  Business Response

  Date: 06/16/2025

  After the replacement upper was said to be loose fitting by the customer we attempted to send new take down pins to resolve the issue.  When that did not work we issued a shipping label for the rifle to be replaced.  The rifle was replaced by a new rifle off of  our production line that was test fired and cleaned.  We did receive a message from *** ****** on May 2nd 2025 that stated his displeasure if the replacement but also mentioned it would be the last we would hear from him in email or phone.  If *** ****** would like HK would like to send another call tag for the rifle and try to preform another replacement to try to make this right. 

  Customer Answer

  Date: 06/17/2025

  Complaint: ********
  
  
  
  I am rejecting this response because: Many months of trying to get this rifle fixed only to receive in worse shape every time. Just going to loose thousands in this purchase.  No way I'd send it back yet again to just receive even worse rifle again. Has been nightmare. 

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

  Business Response

  Date: 06/19/2025

  BBB Team & **. ******-

  It is my pleasure to meet you all, though I certainly wish it was under better circumstances. After reviewing the information, and as a courtesy to the customer, Heckler & Koch is offering a full refund of the customer's original purchase amount, specific costs with receipts associated with this transaction, and the amount paid for the upper receiver replacement. 

  This refund offer is contingent on: 

  1. A printed copy of the original purchase invoice from the dealer showing the final transaction price. 

  2. The return of the replacement firearm in the condition by which it was shipped. 

  3. Printed copy of receipts of any specific expenses on shipping, transfers, or other direct expenses related to this rifle and complaint. 

  Upon acceptance of this offer, Heckler & Kock will provide a return label for the shipment of the firearm. Upon receipt and inspection, Heckler & Koch will issue a check directly to the customer within 1-2 weeks of receipt of the firearm, with our typical check runs. 

  We thank the BBB and the customer for their communication and look forward to the ultimate resolution of this complaint. 

  -Nathan S******

  Director of Sales & Business Development

  Heckler & Koch, Inc. 

  Customer Answer

  Date: 06/21/2025

   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 - a full refund of original purchase price plus repair and associated costs.
  
  Please let me know the next steps. I added pics of receipts and can put copies in rifle case as well once receive return label ?
  

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

  
  

• Initial Complaint

  Date:05/02/2024

  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 purchased two firearms during H&K's Magapalooza rebate, which if you purchase one or more of their approved firearms you get a $200 rebate for each purchase. I got the rebates for my purchases only to find out that they expire on May 31 which was just over a month before I received the rebates and when looking for items to spend the rebate on, most items they offer are "Out of Stock" and cannot be ordered. I contacted the company to ask about the situation with hopes of an extension of the rebate so that I could find some items to purchase with the rebate. The reply I got was just passing the blame of the situation to their third-party suppliers and not even a hint of resolution to the problem. I emailed them another reply, understanding the situation and that I was just hoping they could do the right thing and extend the rebate expiration so that I and other customers would have a chance at getting items from their webstore as most of it is "Out Of Stock" and cannot be ordered, But I never received a reply, I got an email to rate my interaction with customer service about this situation but when I clicked on it to rate them it said the link was now closed and can no longer be used.

  Business Response

  Date: 05/02/2024

  Because of the stock on our web store we have extended the rebate codes to 6/30/**.  If customers have concerns we have been letting them know we will do what we can to accommodated the use of the rebates they have earned.  We will reach back out to this customer to let them know about the extension and they can contact us should another be needed.  

  Customer Answer

  Date: 05/05/2024

  
  I am rejecting this response because: Adding one month to the rebate expiration seems like a short amount of time to be able to have all the items available to be ordered.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 05/06/2024

  If you would like to call our customer support team at 706-***-**** we can enter your order directly into our system and apply the code you have to the order. This will bypass our web store and put you at the front of the line once the back ordered items arrive.  We are open 9:30 to 4:30 M-F  (EDT).  

  Customer Answer

  Date: 05/07/2024

  
  I am rejecting this response because: I am not trying to get to the front of the list on anything, I just want all the customers that participated in this rebate offer to have the same chance at ordering the items that are out of stock and cannot be ordered because H&K didn't plan and prepare properly for their own rebate offer. I am getting very frustrated by this situation and the lack of holding up to your end of the deal that H&K made for the rebate. It seems like H&K is punishing its customers because they could not properly plan and prepare for a rebate they came up with and offered. It also seems like H&K has been less than willing to just admit the mistake and correct the situation, the offer of adding a month on to the rebate expiration and calling to get put on the front of a list is not a resolution.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 05/14/2024

  we have reached out to the customer via email on 5/2/** and by phone and left messages on 5/7/** and 5/13/**.  We look forward to hearing the customer so we can assist them in using the rebate they have earned.   We will gladly help any customer that contacts us to make sure that the rebates can be used towards the products they are looking for.  

  Customer Answer

  Date: 05/14/2024

  
  I am rejecting this response because: I received the email and the phone calls. I work 10 hours a day 6 days a week and cannot call at the times of their hours. The email stated nothing new and did not help this situation at all. I returned the phone call to Jeff 5/14/20** because I took a day off work. I don't understand why I did not receive responses back through BBB, It seemed we had a chance at communication on here without any problems, but it seems that is why it was changed, to get put on me for working a lot of hours and not being able to call during their hours. Even though I do not appreciate the way this is being handled in the least. I still just want the same outcome. That is for H&K to stand by their offer on the rebate and give everyone a fair chance at all the items on their webstore not just the stuff that is left because they did not plan accordingly for their own rebate offer they came up with. One month extension is not enough and needs to be to ALL customers of the rebate.
  
  
  
  Sincerely, 
  
  
  
  ******* *****