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:11/02/2022

  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.

  ********* allowed my account to show active, yet when I attempted to bid on an item they wouldnt allow me to place a bid. My account was active, all required information submitted, yet I was denied the ability to bid on an item I wished to pay for and purchase. Its unacceptable as a business to treat a customer this way.

  

  Business Response

  Date: 11/07/2022

  The user was informed that their account was not allowed to place bids, purchase items or sell at that time. This was a security measure taken due to account inactivity or when routine security checks occur. 

  GunBroker.com has an established information security program to safeguard user information, and we routinely perform security checks on our website and users' access to it. During one of these routine checks, their account was flagged for further verification and was temporarily suspended. To reactivate their account , we asked that they provide documentation and photo proof to verify that they are the account holder.

  Their request was answered within 24 hours. 

  If you have any questions regarding our privacy policy, please review the user agreement and site rules.

• Initial Complaint

  Date:11/02/2022

  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.

  My account had been hacked. My email, and password had been changed. This unauthorized user has been attempting to make unauthorized purchases on my card multiple times, potentially firearm purchases. This could have been prevented if they responded in a timely fashion to my request to recover this account. It has been over 48 hours since the first attempt.to contact them, and there has been no response since the 4th.This lack of response is.simpmy unacceptable when considering fraud and possible identity theft and crime.

  

  Business Response

  Date: 02/17/2023

  This user's account has been marked closed. We have white listed his email so he has the ability to open a new account if he wishes to. 

  Customer Answer

  Date: 02/17/2023

   
  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:10/31/2022

  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.

  ********** has locked my account about three months ago. I have attempted to contact them numerous times. I have attempted to use their support system and I have opened three tickets so far: ******* (27Aug22), ******* (05Oct22), and ******* (19Oct22). The issue listed in the first ticket was that I had multiple e-mail address associated with the Gun Broker account. They listed four e-mail addresses and the primary e-mail address listed as blocked, but they were using it to communicate with me. I attempted to communicate this fact and they just closed the ticket without resolving the issue. I requested they call me directly and the replied that they do not have phone support and then closed the second ticket. I created a new e-mail and during the setup process on Gun Broker the new e-mail was associated with my old account and remained locked. So, I opened a new ticket on 19th with no action on the third ticket. I found their old support phone number and left a message. It has been over week with no response.

  

  Business Response

  Date: 11/07/2022

  Per GunBroker.com's User agreement a User is allowed to have one open active account. User has had an open/active account since 2019. User's other accounts were locked because he attempted to open four other accounts. Users have the ability to update their information at any time. Support email # ******* was answered within two days with the corrected log-in information. Support email #******* was answered within 2 day and User was asked to respond to that Support email if they need additional assistance. The Support Emails were responded to from the Email address that the user emailed us from. We do not offer phone support. We see that the user has been able to access their account. 

• Initial Complaint

  Date:10/30/2022

  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.

  On October 26th and October 28th 2022 I received 43 emails from Gunbroker.com showing purchases made to my account for guns and gun accessories. All of these orders were not ordered by me or for me and are unauthorized. These orders are fraudulent and are attempts to extort money from me for unauthorized items.I have notified Gunbroker.com by emails on several occasions to immediately correct these fraudulent purchases with no responses back from them. These unauthorized charges are in excess of $15,000 and are unacceptable, unsatisfactory customer service.

  

  Business Response

  Date: 12/09/2022

  GunBroker.com Support is currently working the issue concerning user account and have made multiple attempts to resolve with customer directly via email and phone.  To date, no response to support tickets  from customer.

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18335473
  
  I am rejecting this response because: ********* has not attempted to reach me by my email, nor have I received any letters from them. This company has not handled these fraudulent unauthorized purchases in a professional manner. 

  They have created serious attempts to discredit my good name. I need an itemized letter addressing what they are doing to make me whole...

   

  

  Business Response

  Date: 12/12/2022

  GunBroker.com Support has not received a reply from the customer to the email attempts from ********************** Support. Email attempt sent Nov 03 ?10:56 am est and phone and follow up email attempt sent Nov 30 ?10:09 am est. A third follow-up attempt made Dec 12 10:25 am est via email sent to customer to reply for assistance and to confirm current phone number.  Please make sure to check junk mail and spam folder for any missed emails from GunBroker.com Support.

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18335473
  
  I am rejecting this response because: Please be advised that no emails from Gunbroker were found within our personal email system. Additionally, since Gunbroker has suspended my account, I have no access to it.

  It's been several months since these unauthorized purchases were made without Gunbroker providing me with written notification (Letters) as to why this happened or what action they are taking with the unlawful individual/s who placed these unauthorized orders.

  Additionally, I'm officially immediately requiring Gunbroker to provide me with the name/s and addresses (to include email and IP addresses) of any individual/s who committed these fraudulent orders.

  PS: To: BBB, please note that the only correspondence I received from Gunbroker was an email today 12/12/2022. Note: See attached email received from Gunbroker and my email response back to them...
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 12/12/2022

   
  

  Complaint: 18335473
  
  I am rejecting this response because: Please be advised that no emails from Gunbroker were found within our personal email system. Additionally, since Gunbroker has suspended my account, I have no access to it.

  It's been several months since these unauthorized purchases were made without Gunbroker providing me with written notification (Letters) as to why this happened or what action they are taking with the unlawful individual/s who placed these unauthorized orders.

  Additionally, I'm officially immediately requiring Gunbroker to provide me with the name/s and addresses (to include email and IP addresses) of any individual/s who committed these fraudulent orders.

  PS: To: BBB, please note that the only correspondence I received from Gunbroker was an email today 12/12/2022. Note: See attached email received from Gunbroker and my email response back to them...
  

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

  

  Business Response

  Date: 12/15/2022

  GunBroker.com Support has followed up via email with customer directly on Dec 15, ********* est (Ticket # *******) to provide appropriate company policies and processes.

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18335473
  
  I am rejecting this response because: It was extremely not professional.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/30/2022

  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.

  Purchased **** cheddite primers back on 9/19 and the seller wont send them to me, he says he never received payment. I have a receipt showing he cashed the money order back on 9/27. I continue to try and contact him and GB but no one gets back to me. Order number ******** Item number ********* Total $73.93

  

  Business Response

  Date: 11/07/2022

  We have reached out to the seller of order #******** to update the buyer of the status. We have responded to the buyer several times via email. Once asking for more information from the Buyer ***************************** and to let them know we have reached out to the seller of the item. 

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18335381
  
  I am rejecting this response because: the seller is not refunding my money and gun broker is allowing this to happen. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/09/2022

  GunBroker.com Support has conducted due diligences reaching out to the seller on behalf of the buyer multiple times concerning order #******** requesting the seller of the item to either ship the order to the buyer or provide a refund. 

  Customer Answer

  Date: 12/09/2022

  It is clearly ********************** (owner of *********************) signature on my cashed money order that I got from my bank. 

  

  Business Response

  Date: 12/15/2022

  GunBroker.com Support is working directly with the buyer and seller and has reached out to the seller of the order on the buyer's behalf to provide a refund or shipping status. 

  Customer Answer

  Date: 12/15/2022

  This is unbelievable that gun broker is allowing this to continue, its been over 3 months. This guy is a thieve and needs to stop cheating people. If this continues Im getting a hold of the **** Ill let them check out this matter. 

• Initial Complaint

  Date:10/29/2022

  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.

  This is about a situation regarding a Fal Rifle I purchased on March 28th, 2022 from PritArmsLLC for $2,299 through Gunbroker. Please note the description of the item listing from when I purchased the gun.When I received my rifle I had no reason to be concerned given the product description online. I took it home from the gun store, lightly cleaned it and then put it away in my safe. At the time, I was working night shifts so my schedule and the weather didn't allow me to take the rifle to an outdoor range to shoot it. I wasn't able to shoot it until 3 months later at a public range when a catastrophic and dangerous malfunction occurred which I caught on video (First time shooting the Fal.mov). Its a miracle I wasnt severely injured, worse my life be at risk if a casing ruptured prematurely due to the slam fire. In the video, the rifle slam fired twice. The first time it happened I didn't realize it until it occurred a second time, and then I realized the problem. I took it home and I wrote up a message to the seller through Gunbroker. I described the problems with the rifle and my intention to follow up with him to no reply. At the time of this email, I still have yet to receive a reply. I wasn't able to immediately fire the gun and file a claim because a lot of personal and family problems took precedent. In between my grandma having terminal cancer (and succumbing to it) and my family and I moving, changing jobs, etc I had the rifle sent to DSArms. They inspected it and discovered more unsafe issues with the rifle. The detailed list from the Gunsmith at DSArms is attached to the email.As you know, the selling of a malfunctioning or dangerous firearm without it being described as such is illegal and it can and will lead to liability regardless if it was negligent selling of a dangerous firearm. A negligent crime is still a crime. Please see attachment of Product Liability and Gun A video can be provided showing the defective gun firing the first time.

  

  Business Response

  Date: 03/02/2023

  GunBroker.com is not the seller of the item received by the customer.  The seller of the item had a three day inspection period for return and refund from the date item received.  The customer will need to contact the seller of the item directly to resolve. 

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 18331956
  
  I am rejecting this response because: I attempted to contact the seller and Gunbroker when this scandal happened to no answer from either of them and I am now just receiving a formal response from Gunbroker months after I submitted a better business bureau request for my matter to be resolved and ********* told me the same thing Ive heard since the beginning.  I did not know the horrible condition the dangerous firearm was in until months later. I was working night shifts and I had no way of testing until 3 months after purchase. The three day rule does not apply in this situation.  By legal standards, the business should not have allowed a dangerous firearm to be sold on the businesss website. The business is responsible for what is sold through their platform. The seller chose to use the businesss platform to sell a dangerous and illegal firearm. The business needs a better vetting system for this kind of debauchery. No other industry would handle a problem like this by not answering my formal message requests until almost a year after the scandal happened. This is ridiculous. I should not have to go to these lengths to get my money back on a dangerous object that could have killed me or cause severe injury sold through the businesss website. I will not accept an answer from ********* that does not mention compensating the price of the firearm that was sold through their sight. Thank you
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 04/04/2023

  The customer did not reach out to ********************** Support within the allotted filing period for a Buyer Protection Program (***) claim to be processed for this order.  Per *** policy, the *** claim must be submitted within 15 - 60 days after the date the listing closed. The listing ended 3/25/2022 and the customer did not notify Support until 5/28/2022. The seller of the item offered a three day inspection period after item received for a buyer to return for a refund.  The customer was informed via Support Ticket # ******* a *** claim cannot be processed as the allotted filing period had past and would need to contact the seller of the item directly to try and resolve. 

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 18331956
  
  I am rejecting this response because:

  I was not aware of the issue until 2 months after I had purchased it. There was absolutely no way for me to. I was working night shifts and that is a large caliber rifle, there was no way for me to go to a public range so the 60 day period is void. It was sold to me in a dangerous state, any other business would have understood my predicament yet ********* REFUSES to cooperate, Im at the point where I am thinking about getting a lawyer. THE FIREARM COULD HAVE KILLED ME, and ********* sees no problem in that
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 06/20/2023

  The customer did not reach out to ********************** Support within the allotted filing period for a Buyer Protection Program (***) claim to be processed for this order.  Per *** policy, the *** claim must be submitted within 15 - 60 days after the date the listing closed. The listing ended 3/25/2022 and the customer did not notify Support until 5/28/2022. The seller of the item offered a three day inspection period after item received for a buyer to return for a refund.  The customer was informed via Support Ticket # ******* a *** claim cannot be processed as the allotted filing period had past and would need to contact the seller of the item directly to try and resolve. 

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 18331956
  
  I am rejecting this response because: The law specifically states that illegal firearms under the atf cannot be sold. My firearm was an a dangerous and illegal state when received and since my status of residency at the time and my lack of formal gunsmithing. I was not able to properly check that the firearm was in that state until 3 months from the received date. I feel like I have to get a lawyer at this point because the law is very clear about specific cases like this. I have tried multiple times to get Gun broker to understand this but they refuse to help me. Time and time again have they told me about their policy,  time and time again have they said they cant do anything about this but they most certainly can. Both of these answers go directly against established laws regarding cases like this. If I am not given an adequate response I will potentially get my lawyer to go over the details. Until then have a good day and I hope to hear from you soon.  
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 06/27/2023

  Please provide the receipts showing the repair has been completed and the receipt for the purchase of the new barrel to GunBroker.com Customer Support, so we can forward to the appropriate department to review.  

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 18331956
  
  I will not stop until the firearm that was sold to me on their sight and in an illegal/unsafe state is either fully refunded, or the repairs to make it safe are compensated by Gun Broker. By law ********** has to compensate for the types of situations like the one I find myself in. The buyer has to have protections for people who use Gun Broker to manipulate and mislead like the person who sold me that firearm was doing. There was no way the seller could not have known that the rifle was in that state and it was illegal for him to sell it like that without notifying the potential seller that it was in that state. And after all of this Gun Broker still allowed the sell of this unsafe and dangerous firearm to occur on their site. 
  

  I will be consulting my lawyer about my options and I will be getting me money back
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:10/25/2022

  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 purchased an antique world war II era firearm from Gunbroker.com. The seller advertised the item as "all original". But upon receiving the item, it is clear that it has been modified and the advertisement is completely false and fraudulent. The buyer refused to return and refund. I followed the platform's process of filing a claim into their "buyer protection program". However, after the so-called review process, the platform refused to ***** me a refund or even take action against the seller, ignoring the fact that the description of the item is clearly fraudulent.

  

  Business Response

  Date: 03/03/2023

  The customer's claim for a misrepresented item was reviewed, and it was determined based on the pictures of the item in the listing was the exact item received by the customer.  Bidders are encouraged to ask sellers all questions concerning the item listed, prior to bidding.

• Initial Complaint

  Date:10/25/2022

  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.

  On 10/12/22 my GB account was hacked, and I immediately informed GB within minutes of getting the email that "my email address was changed" by the hacker. GB responded by locking my account. I as well as several members of my family have been GB members for many years. My account has stellar feedback. Since then, I have repeatedly emailed GB about this, trying to get some answers as to my locked account and when it will be unlocked. Only one email was sparsely answered, days later. That was over a week ago. The rest have gone unanswered, and I am still locked out of my account as of 10/25/22, but GB is still charging my credit card and bank account for fees, twice, some that were likely placed onto my account by the hacker. Also, I paid extra money for some listings to be listed for 90-days but the hacking cut that time short, but I have not been refunded for the time the listings were not active. This is the worst customer service I have ever experienced from any company! Especially when personal sensitive data has been compromised. They say they have no phone support, but it seems they have little to no email support either, and care little to nothing about customer satisfaction and safety.

  

  Business Response

  Date: 03/03/2023

  The customer's account has been restored as of 11/10/2022.

  Customer Answer

  Date: 03/03/2023

   
  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:10/21/2022

  Type:Billing 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.

  This began early this year and continued on to September. I sold a shotgun on their site, did not use their shipping feature, but my own, but got charged for that shipping feature. They pulled the money out of my account without my approval. I fought it for months and got no response. They finally responded when I filed a low review on trustpilot. They issued a refund, but my bank had already rejected the charge, so they charged me again, this time more. I paid them what they took from me, nothing more. They, once again, pulled the extra amount out of my bank account without my approval. I deleted my account and am fighting the charge on my bank account. No company should take your financial information that you've entrusted to their website, and pull money out of it when they feel like it.

  

  Business Response

  Date: 03/02/2023

  User's account was reactivated. 

• Initial Complaint

  Date:10/18/2022

  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.

  Gunbroker.com is awful they have absolutely no communication. they act as though they have no record of me. somehow the emails that I archived after a purchase that I made last June of 2021 are erased and just say thank you. I am asking them for a receipt of the purchase and the item and the amount but I get no response at all. so I need to file a complaint. I have attached screenshots showing that I did make a purchase and I did have an account. after I closed the account somehow they erased the receipt and all the emails that had any information regarding my purchase. they refuse to respond to any of my emails to their customer service. I need a copy of the receipt for the firearm purchase from June of 2021 from gunbroker.com. the seller( Sportsman Supply) that I made the purchase from through gunbroker.com claims that they have been ******************** since August of 2021 and have absolutely no records prior to that.Once again, I need gunbroker.com to email me the receipt of the purchase that I made from them in June of 2021. they're terrible customer service claimed they have no record of me. the screenshots that I will include show different.

  

  Business Response

  Date: 03/02/2023

  User have been sent the information to obtain all of their purchase history.