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:09/08/2022

  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.

  On 8 June 2022, I was scammed by a fraudulent seller on Gunbroker.com for a value of $3127.50. After I was unable to secure a refund with the seller, I attempted to use *********'s buyer protection program to facilitate a refund. After initiating the claim, I supplied all of the required documentation to Gunbroker. Months have passed and my claim has not advanced, and ********* will not answer any calls or emails. ********* should be able to demand a refund of my money, and if not in it's entirety, they at least have promised that a maximum of $500 could be refunded through their buyer's protection program. Now that I have attempted to claim this, they have gone silent.

  

  Business Response

  Date: 09/13/2022

  the customer filed a Buyer Protection Claim but we have not received any documentation. the customer should send all documentation to [email protected]. Once received we will review and provide next steps of process

  Customer Answer

  Date: 09/13/2022

  Hello, 
  
  I have already provided the documentation to Gunbroker. The requested documentation has been provided electronically, mailed physically to their directed address, and included in this BBB complaint. Despite this, gunbroker still lists the claim as "pending, awaiting documentation". 
  
  Thank you. 

  

  Business Response

  Date: 06/20/2023

  GunBroker.com Support has reach out to the buyer and provided steps to continue the *** claim process. 

• Initial Complaint

  Date:09/02/2022

  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.

  I purchased a handgun and was in touch with seller up until they said they were going to ship it out then next day it was cancelled this was 08/27 I reached out to gunbroker immediately and no response after a couple days I reached out again also no response Ive reached out to day again which is 09/02 but I have no high hopes since my order is canceled I have not received a refund and also Do not use this business because they could easily set it up so that the money doesnt go to the seller until FFL confirms receipt if they really cared about fraud but they dont its all about money for them. Id like my full refund of my order my order # is ******** and Ive purchased from them before with no issues its just a shame it took something like this for them to show their true colors.

  

  Business Response

  Date: 09/07/2022

  in reviewing the order the status shows canceled, and the customer would need to contact the seller for any updates or reason for cancelation.

• Initial Complaint

  Date:09/01/2022

  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.

  In May of last year, I tried to auction off a firearm on gunbroker. An individual bid on it, but did not pay. The transaction was therefore never completed, and the bidder would not respond to contact. I still paid the listing fee, but thought it wildly unfair to be charged the selling fee by gunbroker, given that I was never paid myself. I informed gunbroker support of the issue, and was trying to secure a resolution in the form of a waiver of the charges, when their support team stopped responding to my messages. I tried contacting them again, and they still did not respond. I decided I simply would not pay the bill. Every month for the last year, they have been adding interest to the bill. They have no phone number, and attempting to contact them by email has proven ineffective. I dont want this loose end to come back to bite me. Note: I cannot present the original credit request, as my account is locked and I cannot access it. The responses of the GB support team seem to have been deleted, and the emails I have sent them over the last year have also automatically expired. The only documentation I have on hand consists of the first round of messages with their support team. I assure you I have taken every other possible course of action, with as much cordiality as possible. There is no good reason for them to be ghosting me like this.

  

  Business Response

  Date: 09/07/2022

  the customer initiated a credit request but as in the sellers agreement the customer did not relist the item and the credit was denied. this also goes back almost 18 months when the credit was denied based on no relist.

  Customer Answer

  Date: 09/08/2022

  
  Fine. Ill just proceed in the manner of the last 18 months. At least you responded. 
  
  ****************

• Initial Complaint

  Date:08/31/2022

  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.

  Everything would be great if they responded to calls and answered email directly. I left several messages and they called back twice and let it ring once then hang up. There emails are answers to questions I didnt even ask. When I listed the firearms I couldnt figure out there payment portal and they wouldnt assist. They keep on charging me from difference accounts. I definitely want a refund and to speak with the manager.

  

  Business Response

  Date: 09/07/2022

  on August 16 we replied to the customer - You can see the details for charges at any time by going to Welcome>My Account>Billing Info>Monthly Statements for the activity already sent in a billing statement. For current information, go to Welcome>My Account>Billing Info>Recent Activity. Current charges that are not due will show on this page. Charges that are due in the current billing cycle or have been due can be seen in the Monthly Billing Statements by month, available from the drop down menu. If the customer has questions regarding the bill please send the request to [email protected] with the item number/s and reason and we will review. at this time the customer has not initiated any credit requests.

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17808027
  
  I am rejecting this response because:
  
  this response is regarding only one email I sent and doesnt mention all the other attempts to communicate. I would like a phone call.
  

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

  

  Business Response

  Date: 09/13/2022

  gunbroker does not offer phone support, the customer may send any questions to [email protected]. You can see the details for charges at any time by going to Welcome>My Account>Billing Info>Monthly Statements for the activity already sent in a billing statement. For current information, go to Welcome>My Account>Billing Info>Recent Activity. Current charges that are not due will show on this page. Charges that are due in the current billing cycle or have been due can be seen in the Monthly Billing Statements by month, available from the drop down menu. Any questions should be sent to [email protected]

• Initial Complaint

  Date:08/30/2022

  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.

  On 8/28 I attempted to purchase item # *********. I entered my billing and shipping details. I clicked purchase. The Gunbroker site returned an error Your credit card failed to process. Please use a different card. At the same time, I received an email from my bank notifying me of a completed transaction. When I check my account balance I see that the cost of the item was debited from my account. I sent ********* an email immediately on 8/28. I have yet to receive a response from Gunbroker. Bad customer service; there is no chat or phone call options to get help. Further, bad payments processing. Beware.

  

  Business Response

  Date: 09/07/2022

  the customer would need to contact the seller as the item the customer has in the email is an active listing and shows still available (for sale)

• Initial Complaint

  Date:08/19/2022

  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 ordered an item on this website, the seller has had minimum contact with me. It's been an entire month and still no item. The seller is refusing to give me a refund and or sending my item through the mail. I've sent almost a dozen emails to gunbroker over the last month and no response from them. I've tried contacting the seller as his personal contact information is on the website. He started cussing me out, telling me never to call or text his number ever again. I've went on his page where I've seen 5 or 6 bad reviews within the last week, all of which are the same complaints I have. I'm not very happy with ********* at this time. It seems as which they are ignoring my emails.

  

  Business Response

  Date: 08/23/2022

  Searching name, email address, home address, phone number we are unable to find any information on this customer,

• Initial Complaint

  Date:08/16/2022

  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.

  I bought a rifle through gun broker on 29 may 2022. I spent a money order out on 30 may 2022. The seller said he never received it so I want to the post office and sent out another money order about a week later. I never received the rifle and I am out. $1700.00. Gun broker will not answer any phone calls. I hope you can help me out. I am a 100 percent disabled vet and can't afford a loss of such. I have tried calling dozens of times only to get a recording out of ******. Any help is appreciated. At the very least I don't want to see anyone else get screwed. Are they not accountable? Grateful. ***********************

  

  Business Response

  Date: 08/16/2022

  the customers account has been suspended for buying and selling based on continued inappropriate language. Several times we have provided a link for the customer to complete to file a buyer protection claim. the customer may use this link to file a claim: Buyer's Protection Program (https://support.gunbroker.com/hc/en-us/articles/224766967-Buyer-s-Protection-Program?source=search&auth_token=eyJhbGciOiJIUzI1NiJ9.eyJhY2NvdW50X2lkIjo5OTU4NzcsInVzZXJfaWQiOjE5MDAwNDkyMTYzNDQsInRpY2tldF9pZCI6MTMxMjQwNiwiY2hhbm5lbF9pZCI6NjMsInR5cGUiOiJTRUFSQ0giLCJleHAiOjE2MjkzODUyOTB9.TRmhwm_-qNelaMSvA5R6u0qVNarRBL5Rj9OYHAvUpfg)

  the customer may also review the 8 emails sent to the customer between 6/07 and 7/19 for the link to file a buyer protection claim 

  an example of some of the communication from the customer: Your pieces of s**t and I will spend my days and nights letting everyone on the web know it. Your know someone hacked you.  You sent me a notice. Yet you *uck me and don't have the b*lls to answer a phone calls.  You are nothing more then punks and i promise you will get a bad reputation and a hit from bbb.  Wow. What dogs F**king Scumbags

  we will review the information once the customer has filed a buyer protection claim

   

  Customer Answer

  Date: 08/18/2022

   
  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:08/14/2022

  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.

  I purchased a 1yr gold membership with gunbroker.com. within days my account was locked and I was told I had to send them my drivers license and another form of identification before they would unlock my account. Due to security concerns for my personal information I told them I will not be sending a picture of my drivers license to them. I am fine with closing my gunbroker.com account. I attempted to contact them about a refund of the gold member service since now I will be unable to use it. I received no response to my request for a refund so I have initiated a chargeback. I also tried to close my gunbroker account and they will not let me until 10/28/22. I'm fine with waiting until October to close my account but want to make sure I get the refund for a service I can't use. I will attach an excerpt from an email sent to me by gunbroker.com stating they cannot reactivate my account.

  

  Business Response

  Date: 08/15/2022

  the customer requested a gold membership refund today (8/15), we have submitted to accounting for refund. the customer also stated that a chargeback was initiated on the fees that was charges when the customer sold an item. Based on the information provided for the customer the account will need to remain open until the chargeback (fees owed to Gunbroker) are resolved.

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17714421
  
  I am rejecting this response because:
  I have not initiated a chargeback on the fees or taxes associated with Item #*********. Those charges I have paid in full and have received positive feedback from the buyer because the item I sold was delivered as listed and it was a positive transaction in all respects, just like my previous transactions. The chargeback was for the gold membership fee only. This shows a lack of attention to important details because I clearly stated that I was disputing the Gold membership on a locked account. I want to note that if my account was restored to full functionality I would not need a refund because I would be able to use the service.
  
  Since I DID finally receive an email indicating that gunbroker.com is planning to refund of the gold membership fee, I have in GOOD FAITH, canceled the chargeback and am awaiting the refund of the gold membership that I cannot utilize because gunbroker.com locked my account. I am not comfortable with sending my photo ID to a merchant who keeps THIER support employees COMPLETELY ANONYMOUS. I do not get to even know this support persons name, why is that? To protect their identity right?  If they want to stop accounts from being compromised, allow users the option to use MFA on their accounts, you will reduce hacked accounts by 95%.  It is the recommended standard put forth by (NIST) the ******** institute of Standards and Technology. By the way, my phone number on the account has not changed for years. That alone could be used to verify my identity.
  
  The charge for the sales fee and the sales taxes for listing #********* has been paid and is in good standing, To confirm, I am only after the refund for the gold membership because Gunbroker.com refuses to enable my account. There are other ways to verify my identity without needing a picture of my drivers license.
  
  I will accept resolution when I receive the refund for the services (gold membership) or my account is re-instated to full functionality. I will leave that decision to gunbroker.com.
  
  Regards,
  ***********************

   

  
  

  

  Business Response

  Date: 08/16/2022

  the gold membership refund request has been sent to accounting, the refund will take up to **** business days to process. Selling and Buying privileges has been restored

  Customer Answer

  Date: 08/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am still awaiting the refund, however the business has said it would arrive in ****  business days which I think is longer than the BBB allows for a response, so in good faith I will accept this resolution as satisfactory.
  
  Best regards,
  
  ***********************

• Initial Complaint

  Date:08/13/2022

  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.

  I purchased a firearm via gunbroker.com website, and the seller sold me a gun that is missing parts. He did not disclose this information before I purchased. I reached out to gunbroker and have not received a response. They have no telephone number listed. I also reached out to the seller, and no response. I paid $800 for a product I cant use. Please help.

  

  Business Response

  Date: 08/15/2022

  the item was purchased in April (4 months) the customer would need to contact the seller and resolve the issue. 

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17713812
  
  I am rejecting this response because: I clearly stated in my original note to Gunbroker that the seller has not responded and I could not get anyone using the number provided by seller. This is the entire point of me reaching out to Gunbroker to assist. Gunbroker does have a telephone number listed so I cant call to explain/speak to anyone. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/16/2022

  the purchased  Item 929883033

  stated in the listing as AS IS - no refund or exchange, the customer purchased the item in April

  we have provided the seller information to the customer to contact, unfortunately the item was listed as AS IS no refunds or exchange

  
  Location ******, ** 55806
  Shipping Buyer pays actual shipping costs for the following option(s): Overnight, 2nd **** ************************ international shipments.
  Payment Methods Personal ****** **** Money Order
  Checkout Contact Seller for Payment
  Applicable Taxes and Fees Sales tax collected based on ship to address
  Inspection/ Return Policy AS IS - No refund or exchange

• Initial Complaint

  Date:08/04/2022

  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.

  We have been trying to setup a account with gun broker for over a year to sell firearms on their site. We are a brick and mortar FFL that has sent them information multiple times to have them state our account is unlocked only to have it locked again and state that it is under review. One statement was for a duplicate account and we requested them to delete that account if that is a issue. The support is slow to answer and there is no number to call for support. The phone number on this website leads you to a message that states our menu has changed if you know your parties extension you may dial it at anytime and then just goes dead. I see that from all the complaints that our issue is a regular issue with them this is a reoccurring issue with this company. We would simply like to be able to post and sell firearms on this site as we do on many other sites if there is a issue with duplicate account then disable the ability to do a auction until the account is deleted or removed we really only need access to sell.

  

  Business Response

  Date: 08/05/2022

  our team is reaching out to the customer 8/05 to resolve the business versus personal address