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:05/13/2024

  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 listed a gun for sale on gunbroker.com as an auction. The winning bidder was $805. Had the buyer send **** money order. When it arrived it was to my incorrect name. Sent it back to buyer, in **********/*******, to get new money order. He said **** would nit refund so buyer sent back to me with handwritten new name From late April this has been going on.Gunbroker.com took $70 for transaction fee and $68.13 sales tax from my checking account for a transaction that has never occured.

  

  Business Response

  Date: 05/13/2024

  We have reached out to the customer. There was no open support ticket from this customer so we reached out to them regarding this issue. We informed the customer of the steps that needed to be taken for this to be cleared up.

• Initial Complaint

  Date:05/07/2024

  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.

  The website gunbroker.com has an automated system that flags and removes peoples accounts based on certain criteria. As such, an account I owned under the name "bananaman01" previously "wittykman" where I changed the name recently. According to a hidden policy which is not explicitly stated, my account was terminated after the automated system noticed the changes made to the account information. 1. I never changed anything to falsely represent my account information, and the inputted details for my account are verified to be true forms of my identification, such as Drivers License and Address, etc.2. The gunbroker automated system DELETED all of the hard work and efforts I had accumulated from weeks of searching, researching, and timing in addition to some very good luck. I had won several auctions at an excellent rate and was exceedingly happy.3. Their automated system, decided for an UNEXPLAINED reason, to terminate my account which led to the situation at hand.My account under the username "bananaman01", has yet to be unlocked even though I have been rigorously trying to submit the necessary information to them, albeit I have LOST all of those weeks of hard work because of their ridiculous system and it's failure to inform me of any issues PRIOR to termination of all my hard work.As such, I am THOUROUGLY ****** off, and I would say righteously so, a seller I was in contact with after winning an auction, was told by the company, to "Flag me as a non-paying bidder" and file a "Credit Dispute" which is completely unnecessary and very much morally repugnant, as I had every intention of paying, and I had been trying to contact the seller to set up the payment. This company told this person to LIE about the situation and what had happened, which inevitably stole my great deal and ruined the account plus provided a small level of unmentioned defamation in my account's name. I would like this company to A) apologize and B) unlock the account with explanation.

  Customer Answer

  Date: 05/14/2024

  The company gumbroker.com has absolutely horrible customer service, but only because of its inability to effectively communicate with customers. There is not a way to call and speak to a person, and they do not respond to emails. This company caused me much grief recently, during my last transgression with them, they actually caused me to lose out on a lot of fiscally important opportunities. I had worked very hard to ascertain certain auctions and their automated system locked my account for changing my username. During this period of time, they ruined not only my account but also the time I spent working toward these endeavors. In addition to this, a member of their team instructed a seller of a item I had won to LIE about the transaction and label my account a non-paying bidder which assisted in the maladies I was experiencing. ***** after complaining I received a phone call from a member of their team, but they only fixed half of my problem and let the rest of my issues unattended whilst letting me believe a fallacy in which my situation had been fixed. THEN this time, their company managed to pull another ridiculous action where they charged my credit card $1.03 without ANY warning. Yes, they effectively STOLE a money from me. The only resolution I want at this point, is for my account to be reactivated and for my money to be returned. This is the most unacceptable several instances I have EVER experienced and probably the absolute worst type of company interaction I have EVER experienced. Respectfully, *******

  

  Business Response

  Date: 05/15/2024

  We have communicated with the customer. The User Agreement and Site Rules state that GunBroker.com has the right to terminate or suspend accounts as we see fit. Unfortunately, this customer's account will not be reactivated. 

  As for the $1.03 charge, this is a test charge to validate a credit card that the customer entered. The $1.03 charge is then voided and returned to the bank account from which it was validated. 

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21680784
  
  I am rejecting this response because: I have not received the $1.03 refund and as such, at this point you have effectively stolen money from my account. Also, you have the worst possibly customer service and took over 14 days to even respond to a complaint that I made earlier. 

  Also, I never was given a chance to correct any issues that arose. Your ridiculous automated system created the initial disturbance and now I'm being punished because of the neglectfulness of your business and its inability to quickly answer questions and solve issues. It's actually quite notorious and I should've researched the company prior to engagement. I won't make the same mistake twice, and I will be sure to provide full documentation of these events to any business-rating company in order to try and help out future complaints and other potential gunbroker victims.

  I would love to resolve this complaint as soon as my $1.03 is returned to my PayPal account. Thanks.

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

  

  Business Response

  Date: 05/16/2024

  The $1.03 charge that you see is still processing with your financial institute. It is an authorization amount that is voided as soon as it is processed and will fall off of your pending/processing transactions and you not be charged the amount. 

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21680784
  
  I am rejecting this response because: I also did not receive a valid explanation for the termination of the account; in addition I did not receive assistance prior to the termination of the said account. NOR was I given reasonable explanation about the gunbroker methods/process and have been unfairly terminated in addition to not having ever been granted any type of protection.

  At this time zero explanation has been granted, but certain actions have been taken such as the termination and revoking of the privileges not explicitly defined by gunbroker prior to the validation AND termination of account. For example, I never was told I could NOT change my account name, and when I found that people were receiving my name and address after winning an auction (which is NOT fully explained nor stated explicitly prior to the engagement of a customer and seller or creation of a gunbroker account) this therefore created a sense of concern due to security reasons. I don't like handing out my address and name, and ********* never mentioned that they were going to discern certain information to the seller. I assumed the transaction was protected by gunbroker's system and that they would have had security measures in place to protect people's identity. As such, when I found out that they did not, I explored the option of protecting my own identity and then was punished by the gunbroker automated system, and now the company itself. 

   

  In conclusion, I demand a fair chance, which is all I ever wanted, a nice explanation for the termination of the account, and an explanation for how gunbroker intends to protect the identities of the buyer from seller's with malicious or nefarious intent. Please let me know what it is that gunbroker can do for all buyers, and how your company can better assist me, since I never actually received any real help at all.

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

• Initial Complaint

  Date:04/30/2024

  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 have had a credit with ********* for almost two years, a $43 credit which I cannot seem to use towards my Gunbroker bill.I have attempted to contact them three different times and I have never been answered. I was double billed in April, 2024 for one firearm sale, I am trying to chase that refund but contacting Gunbroker customer service is non-existent. They have no phone number and their email responses are standard text, nothing directly responding to my question.I feel totally helpless, they are taking money out of my bank account and ignoring the credit I have!

  

  Business Response

  Date: 05/01/2024

  GunBroker has responded to all of the customer's support tickets in a timely and professional manner. We have reached out to the customer pertaining to this ******************** claim to address their concerns and explain their billing statements in more detail. We are happy to assist with any concerns the customer has pertaining to anything we have explained in their support tickets. 

• Initial Complaint

  Date:04/28/2024

  Type:Billing 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 completed a transaction online with this business based on the instructions that a credit card could be used with an additional fee. I accepted those terms when I agreed to the purchase. However, GunBroker would not enforce these terms, so the salev was cancelled. Furthermore, my account was suspended even after I provided proof of these instructions being included in the sale description. GunBroker has since published that I have an unpaid credit on my account and blocked me from further transactions. When in reality, I was perfectly willing and able to pay using the advertised payment method. The only available payment options at this point were money order or bank check, neither of which protect against fraud or identity theft, so I was not willing to use those methods. I explained this to GunBroker and again showed them the included terms of using a credit card for an increased fee and asked them to honor their instructions. They have not and I am ultimately being penalized for believing the instructions they provided.

  

  Business Response

  Date: 04/29/2024

  We have investigated this complaint. The customer misunderstood the listing. The seller does not accept credit cards, so a cash discount has already been applied to the item, meaning that the 4% credit card fee is not added to the order. The seller clearly states in their terms that they do not accept credit cards. I have attached photos from the listing stating that the seller does not accept credit cards, as well as the payment methods the seller listed as acceptable in the listing. 

  Customer Answer

  Date: 04/29/2024

  I understand that those payment options were listed on the auction...however, the screenshot I provided with instructions on how to use a credit card was immediately under the payment methods section. Additionally, this section doesn't include any information about not using credit cards, so it reads more along the lines of a "preferred" method of payment...coupled with the express instructions regarding "cash discount" and "adding 4%" for "credit card purchases." This was easily construed as accepting credit card payment. 

  I relied on these instructions, which are at the top of the auction listing when deciding to purchase. And while I now understand that wasn't the intent of the seller, that certainly wasn't clear in the original language of the listing. Absolutely not to the point that my account should be suspended for failing to complete a purchase I had every intention of making based on the instructions given at the time of making my bid. It very much reads like false advertising on acceptable payment methods, to try and get someone to commit to a purchase and then only be able to use unprotected methods of purchase that don't guard against fraud or identity theft. Very similar to a bait and switch scheme which are very common online.

  I submitted a separate recommendation to the website based on this interaction, which would certainly help the business and protect buyers moving forward. So I would hope you can see that I'm not just reacting negatively because of my experience, but I have your best interest in mind as well. And I would also point out that not accepting payment by card online is so rare and unorthodox, it goes well beyond the norm for acceptable payment methods for any online business, to the point of being archaic and irrational to maintain these processes. I mean this in the gentlest way possible...but get with the times. :) 

  My hope is you can accept this as constructive criticism. I have nothing further to say on the matter. Thanks for your time and attention.

  

  Business Response

  Date: 05/06/2024

  We appreciate your feedback and strive to maintain the security and service that our users deserve! Many of the smaller sellers, or sellers who only have a handful of items to sell, are unable to sign up with a payment gateway vendor. The payment gateways that do deal with our site, and the nature of our products, typically only permit brick and mortar stores to sign on with them. This means that the smaller sellers are unable to accept credit cards due to the terms of service for many of the smaller payment gateways or transfer applications stating that they do not accept the purchase of firearms or ammunition, etc, as an item they will protect a buyer on. Money orders are very safe and trackable, which is why we often recommend payment via this means. We do greatly appreciate your suggestions and are working on a way to implement them into our system. Have a wonderful day! 

  Customer Answer

  Date: 05/06/2024

   
  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:04/16/2024

  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 was bidding on an auction on this website on a pistol. On many places on the page it was stated that it was a ***** auction with no reserve. I was the high bidder with three days left. The auction ended by this website pulling the listing and stating "reserve has not been met." I contacted the seller and was told that the manufacturer told them to take the auction down or they'd lose their dealer status. I contacted gunbroker as well and was told that the seller had asked to take the ad down because they had uploaded the wrong pictures. I responded that was not the reason and copied the email response from the seller. ********* said they'd look into this. I never received a response until I contacted ********* again. They said that the item was removed due to a manufacturer policy and that gunbroker had set the system to remove the listing at for not meeting the reserve. Had I won the auction and said that I couldn't because it violated some policy not associated with the auction, I would have been forced to pay. Instead both parties gave me snarky responses because they know there are no consequences to their lack of honor.

  

  Business Response

  Date: 04/18/2024

  We have reached out to the customer via Support Ticket ?#*******? with an explanation of why the listing was removed as well as why they were not able to win the item. 

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21584729
  
  I am rejecting this response because:

  In other words GunBroker is saying that third parties can control contracts they are not part of. Or bid on an item on GunBroker and there is 0 guarantee we will hold our word or that you will actually get the gun. This is just a game for us to get paid. This is not how contracts work. You can't say there is no reserve and it is a ***** auction but set an artificially high limit on the auction so that the seller or GunBroker can change the rules at any moment. If only one party is bound, there is no contract. All over this auction page it stated high bidder wins no matter what. It doesn't say as long as Sig ***** approves. I am not bound by Sig and neither is GunBroker. ********* should be banned from the site. What they should have said is yes *** wanted us to take it down but please call us so we can help make it up to you. Instead both parties tried to hide and ignore me.

   

  In fact, GunBroker lied to BBB in their response. GunBroker initially told me that they took the listing down because ********* said that it was the wrong pictures. GunBroker lied to me because they knew they were wrong and tried to hide it. I have attached a copy of that correspondence. This is not a company to do business with because they will not honor contracts.

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

  

  Business Response

  Date: 04/18/2024

  We have responded to the customer's rejection and further explained our stance on the matter in Ticket 2124509. 

• Initial Complaint

  Date:04/10/2024

  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 ordered and paid for a gun from one of their sellers *********** **** and the seller said they issued a refund and I never got my money or the gun. I asked ********* to step in and they said that I can't file a complaint because it states a refund was issued but I never got the money from their seller *********** ****. I'm hoping the bbb can step in and help

  

  Business Response

  Date: 04/11/2024

  The customer has not opened any support tickets with GunBroker.com concerning this issue. The transaction took place on 4/2/2024. The buyer cancelled the order on 4/3/2024. The seller stated in the documentation provided to this claim that the refund could take up to 5 business days to process. That means that the payment could show up as late as 4/10/2024. The *** claim that the customer attempted to start was not within date range yet, since the claim cannot be filed before 15 days have passed since the transaction was completed. The claim also requires a customer to provide a denial letter from their credit card company for a dispute against the seller. We have reached out to the customer via a support ticket to inquire if they have received their refund as of yet. If not, we have advised them to contact their financial institute to inquire about the status of the refund and if that is not in holding or being processed, to dispute the charge from the seller. 

• Initial Complaint

  Date:04/09/2024

  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 recently won a gun on gunbroker.com, and when I tried to purchase the item I had won I immediately received an error message telling me that my card was not charged and that I had entered something incorrectly so I immediately tried again. I triple checked all the information before I submitted it again, and after submitting it I immediately received the same message that my card was invalid and that it was not charged. I then contacted my bank only to find out that I had been charged both times which completely drained my bank account from being double charged and yet the payment still had not gone through to the seller that was selling the item through gunbroker. I contacted the seller who informed me that he had seen this happen and that it was an issue on gunbrokers site and that they had never received the payment, so I contacted gunbroker only to receive multiple responses pointing the finger at me, my bank, and the seller. I then contacted the seller and my bank again to make sure that it was nothing on that end and the seller assured me that its an error on gunbrokers site yet I cannot get any resolution from gunbroker other than finger pointing at everyone else.

  

  Business Response

  Date: 04/10/2024

  We have escalated the issue and we have responded to the customers inquiry within ticket #*******?

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21553148
  
  I am rejecting this response because: Ive emailed them multiple times only for them to point the finger at me and my financial institution, and the seller that is selling the item through gunbroker. I have spoke to my financial institution and the seller and both have stated it is not due to anything they have done. The seller stated that they have seen this before and it is due to gunbrokers website. It is almost impossible to get anyone at gunbroker to take you serious or help in any way other than to point fingers at everyone but themselves. I live paycheck to paycheck so this has caused a lot of problem for me financially and they obviously do not care.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 04/11/2024

  I have investigated this claim and I have responded to the customer's internal support ticket to attempt to work through this matter. The issue began on 4/8/2024. Today is 4/11/2024, we are in communication with the customer and the seller to determine what is causing the customer's issue. 

• Initial Complaint

  Date:04/08/2024

  Type:Customer Service 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.

  Between April 3 and April 8, I provided everything (sensitive PII) requested multiple times to activate my account, back and forth, via customer "support" emails, just to receive: "Unfortunately, we are unable to verify your information, and your account is unable to be activated." What does that mean? No explanation as to why not. Nothing telling me anything was inaccurate or insufficient. I'm happy to comply as I have already, just tell me why and I will give you what you need for verification. After 8 emails it seems this company is just trying harder to not do their job than simply doing what they are supposed to do which probably would have taken less effort in the long run.

  

  Business Response

  Date: 04/08/2024

  We were unable to find any account or communication from the customer's provided information. We reached out to the customer via Ticket ?#*******? inquiring about the issue that they are encountering. 

  Customer Answer

  Date: 04/11/2024

   
  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:03/20/2024

  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.

  The buyer received the incorrect shipping address. I provided ********* the correct address, so I have no idea how an address for an order I used 3 years ago wound up getting to the seller, but it did somehow. My item was sent to the wrong FFL dealer, so the shop that has the gun wants $60 for transfer fee and shipping. I shouldn't have to pay these fees twice because of a mistake I did not make. ********* has sent me one reply so far on my support ticket, but haven't responded to my response in 2 hours. It is nearly 5PM and I do not want this issue to carry over to tomorrow. I really need to learn to stop trading through companies that do not have a phone number. As far as I know, this Gunbroker.com is a criminal operation/scam. When I receive what I paid for, I will retract that comment.

  

  Business Response

  Date: 03/27/2024

  We have responded to the customer within a support ticket with our resolution to this matter. 

• Initial Complaint

  Date:02/21/2024

  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.

  Purchased an item from them off of Gunbroker.com. They called me 2/19/24 to let me know that they did not have my item in stock and that they could offer me another item. I was driving home and told them "that would be fine" when I get home I see that the item is $175 cheaper. I called them back and they said they would not be able to refund the difference. I asked to cancel the order as they had not shipped it. They refused. Item has not shipped and I would like a full refund.

  

  Business Response

  Date: 02/26/2024

  We have opened a support ticket with instructions on how the customer should proceed. We do not see any support tickets opened with the customer requesting support with this issue previously. 

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21321425
  
  I will NEVER use gunbroker again. Just buy locally. I thought you were like **** or such where my purchase was guaranteed. Obviously not. Live and learn. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 02/29/2024

  We opened support Ticket #******* to the customer with step by step instructions on how to proceed with the issue they are having. The customer has still not responded to the support ticket with the instructions.