Complaints
Customer Complaints Summary
- 155 total complaints in the last 3 years.
- 27 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/07/2023
Type:Service or Repair IssuesStatus: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 made two purchases through Gunbroker.com. The first is for a listing that ended up being outright misleading fraud, the second never got shipped. The first order is for a set of steel spinning targets. The only picture for the listing shows two targets. The quantity for the listing says "1" but the quantity does not indicate whether "1" refers to a single target or the set of two targets that are pictured. Nowhere is it clearly stated what you are getting when you make the purchase. When you purchase something, if there are two of the item pictured in the only picture advertising the item(s), the listing must clearly state that the listing is for one of the items pictured, not the set of two items as pictured. Again, nowhere does this listing clearly state that you are only getting one of the targets pictured. The second order is for a set of silhouette steel targets. They were never shipped by the seller and the seller refuses to respond to messages. I have opened support tickets with Gunbroker through their website but have received no help. I was able to contact the seller of the first order but they told me they wouldn't help me. I want my second spinning targets or a full refund for the first order. I want my set of steel silhouette targets sent in expedited fashion from the second order.Business Response
Date: 11/10/2023
GunBroker.com Customer Support has reached out to the customer regarding these issues and how to resolve the transactions with the sellers directly.Customer Answer
Date: 11/13/2023
Complaint: 20837489
I am rejecting this response because:This is the response I got from Gunbroker:
##- Please type your reply above this line -##
GunBroker.com Support (GunBroker.com - by using the Help System, you agree to the site terms and privacy policy.)
Nov 10, 2023, 11:44?AM EST
We received your BBB complaint. We do not see any tickets that have been sent to Customer Support regarding these issues.
The BPP claims that you filed, unfortunately, are below the processing deductible and you will need to contact the sellers directly to make arrangements to resolve the issues.
For the item that was not received, if the seller is unresponsive, please dispute the charges with your credit card company.
For the item that you claim is missing pieces, in the item description of the listings the seller stated that the quantity is one. One quantity was purchased.
Thank you for using GunBroker.com.
GunBroker.com Customer Service
See what's new!
[014D65-05E5K]-------------------------------------------------------------------------
We can deal with one issue at a time. We'll start with the fraud listing.
I would prefer to communicate exclusively here because it has been so difficult to receive or send communications from Gunbroker. Here is my response to Gunbroker, sent through here, not through direct email:
The listing is misleading. The image shows two targets. Nowhere in the ad does it say that the listing is for only one target. The ad states that the listing is for 1 quantity but it does not say that 1 quantity equals only one target. I was under the assumption that because two targets are pictured in the only picture with the listing, two targets equal 1 quantity. The purpose of having two targets pictured has no other use but to mislead someone into thinking they are getting two targets.
I want my second target.
Sincerely,
*********************Business Response
Date: 11/15/2023
Customer Support has actively been working the customer's claim regarding the issue with the item received.Customer Answer
Date: 11/16/2023
Complaint: 20837489
I am rejecting this response because:In your last message you said that you had not received any support tickets, now you're saying that you've been actively working with me to resolve the issue. There is zero consistently in these responses.
Sincerely,
*********************Business Response
Date: 11/21/2023
We apologize for the miscommunication. We did not receive any support tickets about the issues you have opened claims about. The claims have been denied since they are below the processing deductible for the Buyer Protection Plan, and the customer will need to reach out to the seller to rectify the issue.Customer Answer
Date: 11/21/2023
Complaint: 20837489
I am rejecting this response because:I contacted the seller. The seller told me I was wrong then stopped responding
Sincerely,
*********************Initial Complaint
Date:11/03/2023
Type:Service or Repair IssuesStatus: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 as a customer of gun broker for about 3 years and bought a lot of things from this and now my act is no longer valid I have bee trying to get my act reopened and get my email es not valid reset my password witch I have tried several times and the same answer from gun broker not valid gun broker needs to have a call center for just to call and talk to a live person not email that they take 3-4 days to respond to and you have to start the **************** again all I would like is for them to reinstate my email and my pass word so I can star to bid on items again or for them to tell me what I did to deserve thisBusiness Response
Date: 11/10/2023
Hello,
We do show that all of this user's support tickets have been answered. This user has not attempted to complete the actions detailed in the support tickets it seems. The user's account is active and has no current restrictions against it, the user should be able to reset their password with the instructions that were provided. If they have not located the tickets that were responded to, they would be available at the email address that they have on file for their account, as that is the only way we have to communicate with a user.
Here are further instructions for resetting a password:
Go to the login page and click Forgot Password.
- Enter your email address and click submit
- We will send you an email with instructions for resetting your password
- Please allow up to 15 minutes to receive the email (if you click to reset again, the original emailed link will be deactivated)
- Make sure to check your spam or junk folders for your password email
After successfully changing your password, you will receive an email confirming your account information has been changed.
Initial Complaint
Date:10/31/2023
Type:Service or Repair IssuesStatus: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 was scammed from a seller on here. He received my money August 24 ***************************************************** have been updated by gunbroker as to what is going on. I sent everything they requested immediately to process my claim. I am not blaming GB for the seller being a scammer or it taking time to get my money from the claim and I understood that they only cover $400 for a claim but my major problem with GB is the fact they will NOT RESPOND to my emails. Its been about three weeks or maybe longer since they have communicated with me and Ive sent a weekly email asking for an update. I understand claims can take time to review but not responding to a email for several weeks is unacceptable.Business Response
Date: 11/03/2023
We have reached out to the seller on the buyer's behalf requesting that they ship the rest of the order or make arrangements with the buyer to resolve the issue. We have sent this request to the seller three times as of 11/2/2023. The seller has not responded to our requests concerning this matter at this time.
Customer Answer
Date: 11/03/2023
Complaint: 20806411
I am rejecting this response because:
that explanation does not answer at all my complaint that I filed with the Better Business Bureau. This is my first time to ever file a complaint like this, and I hate that I was forced to do that but if you read the complaint, you will see my main complaint at this point is that gun broker will not respond to me I didnt complain about whether or not youve been reaching out to the seller, but its pretty obvious now he is not going to mail what he owes, so how long do you keep on contacting him before you reimburse me the money. Now I have been trying to get in touch with somebody from gun broker for I think at least three weeks maybe its a month now and literally no one has responded to me and all I was asking was for an update and now that you have updated me because I filed a complaint with the Better Business Bureau I see that you have been contacting him so thats great but now what ?I would appreciate either a response on here or just respond to one of my dozen emails asking for an update and I dont want to just know that youve contacted him multiple times I know that what is the next step what should I expect?
Sincerely,
*******************************Business Response
Date: 11/03/2023
Per our Privacy Policy, we are unable to provide more than the link that we provided to the buyer to request the seller's information for contacting the seller.Customer Answer
Date: 11/03/2023
Complaint: 20806411
I am rejecting this response because:again , that response doesnt make sense. Are yall even reading what Im saying ??? I dont want to know anything more about the seller. Thats over. I want a update from gunbroker about the next steps.
Sincerely,
*******************************Customer Answer
Date: 11/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
Regards,
*******************************
Business Response
Date: 04/18/2024
Complaint ID ******** has been resolved and the customers Buyer Protection Plan claim was marked as completed. They received check # **** for $400 from GunBroker as of 1/3/2024. GunBroker.com manually pushed the process through on their behalf, on December 20, 2023.Customer Answer
Date: 04/18/2024
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:10/29/2023
Type:Product IssuesStatus: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.
Won gunbroker auctions #********** & ********** Seller ******** stated on BOTH auctions that he would combine shipping After several ************* Seller REFUSED to combine shipping and charges 2X going rate to ship and states he does not have to combine shipping and he states he makes a profit on shipping. I send FULL amount of item purchases and shipping and my check gets desposited into his account Seller files non paying bidder after only approx 5 business days which is not even enough time for payment to got threw the mail.I get my account locked Seller leaves negative feedback. And gunbroker is preventing me from leaving me any feedback to the seller I received the 2 paid items So I paid FULL overpriced shipping, which the seller lied about.I get left negative feed back about non paying bidder which I paid in full The Seller is STILL Committing fraud, telling Lies in his adds and overcharging people and ********* HAS DONE NOTHING ABOUT IT.This seller files non paying bidder as soon as you object to his shipping charges and leaves negative feedback so you cannot return feedback either.Business Response
Date: 11/03/2023
Good afternoon,
Unfortunately, both of these items are listed as Buyer Pays Fixed Amount. Listings that are posted with that shipping method are not eligible for combined shipping. Once a listing has ended and is won, the shipping methods are not able to be changed neither on the seller's end, nor GunBroker.com's end. There is no way for the seller to accommodate that request with these items. Perhaps the seller did not know that was how Fixed Priced shipping worked. We apologize for the frustration.
Customer Answer
Date: 11/05/2023
Complaint: 20797911
I am rejecting this response because: Does Not address sellers fraudulent combined shipping claim in his auctions, if fact he STILL claims to combine shipping when he actually does not which is FRAUD. This does NOT address the fraudulent bad feedback claiming he did not get paid, he DID get paid for both items. He did this just so I cannot leave negative feedback on him . What an unjust policy you have ! He is the one that should be suspended NOT ME . If gunbroker chooses to to side and protect this fraudulent seller I will make posts on every Gun forum I belong too and join any legal actions against gun broker ! I have enough of this injustice and now I see why gunbroker is becoming so unpopular among gun owners.
***************************Business Response
Date: 11/10/2023
We cannot force a seller to complete a transaction with a buyer, much like we cannot force a buyer to complete a transaction with a seller. After reviewing customer's transactions with the seller, the customer's account has been reactivated and has not been negatively impacted from the seller cancelling the orders.Customer Answer
Date: 11/13/2023
Complaint: 20797911
I am rejecting this response because: I sent a copy of the cashed check i sent the seller, it even has the auction numbers on them. So the seller received funds for both items and i received both items. So the seller leaves me a F rating for non payment and I cannot leave him any feedback ? So gunbroker freezes my account yet you are letting this seller continue to make fraudulent statements on his auctions ? And you claim I havent been negatively impacted in the BBB complaint from this seller yet I still have a negative rating and the seller is STILL making claims he will combine shipping ? That tells me your making fraudulent claims to the BBB also.
Sincerely,
***************************Initial Complaint
Date:09/20/2023
Type:Product IssuesStatus: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 numbered my attachments to make this clearer. I purchased 2 rifles (see 3, 4, 5, 6) on 8/19/23. The seller stated "buyer pays actual shipping". I get the bill and it shows shipping is $63.77 plus $11.50 Insurance and $63.77 plus $13.80 insurance, for a total of $152.84. I knew the cost was too high from prior buying/selling experience and told the seller that I would leave negative feedback if they couldn't combine shipping (see 8). The buyer responded by canceling my orders on 8/22/23 (see 7) and responded by email (see 8) and included the shipping quotes (see 9). I noticed on the shipping quote that he used 25 lbs and a box 54x14x8 for each gun, grossly inflating the size and to increase his profit. I included the rifle dimensions from ****** (see 15) and they are 5.2 lbs and **** in, I included 2 shipping examples from my account (see 10, 11) and even at 20 lbs and 46x10x4 box with full insurance it is $51.36 or 50 lbs and 46x8x8 box with full insurance is $76.52, but these are extreme weights and boxes for these rifles. I emailed the buyer on 8/22/23 telling him I sent the money orders with full payment (see 8, 12).I was notified on 8/23/23 that a dispute was created by the seller for a non-paying buyer and told by ********* that I could dispute. I replied on 8/23/23 (see 2) and never heard back. I also sent a message on 9/7/23 with no response or resolution. I emailed the seller on 8/23/23 and apologized for him feeling threatened and told him the money was on the way (see 8). The seller has blocked me from responding through Gunbroker and does not respond to my emails. I received my money orders back on 9/5/23 with "Return to Sender - Refused" (see 13). Since my original purchase date, the rifles have been relisted and sold to someone else when I fully tried to pay for the items and they should belong to me. ********* keeps the disputes open and did not resolve the issue in a timely manner. ********* needs to resolve disputes faster.Business Response
Date: 10/03/2023
Buyers are encouraged to contact sellers prior to bidding or buying with any questions or concerns regards the item, transfers, shipping, payments types, or any other issues. The shipping materials and packaging is at the seller's discretion for each item sold. The delay in the credit request process is due to investigating the claims each party places against one another for a disputed claim. The buyer's account was not penalized in this situation and the transaction was voided. We cannot force a seller to complete a transaction, much like we cannot force a buyer to complete a transaction.Initial Complaint
Date:08/13/2023
Type:Product IssuesStatus: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.
Fraudulent Sale Order 1RDY-YC4G-PJSP6 Order Date:06/09/2023 3:40:32 PM Total Payable:$8,709.60 I attempted to purchase through gunbroker.com I bought, sent payment of $8938.35 USD, and then I got an email from gunbroker that stated the seller account was fraudulent and that I should try to get my money back. Of course I tried, and the money was never refunded. I am out $8938.35 because Gunbroker.com did not detect it was a fraudulent account before a sale was made on the account. I have attempted to resolve with the company however they quote a bunch of nonsense which places zero accountability on them for any fraud.Business Response
Date: 08/22/2023
PayPal is not a supported payment method on GunBroker for firearms, firearm parts, accessories, or components, or ammunition. We see that the order was marked to be paid via money order on the order. Unfortunately, we do not offer any protection for items that are paid for with unsupported payment methods.
We do not accept GunTab as a payment method. As of January 1 , 2022, PayPal, Zelle, Venmo, CashApp, ApplePay, Walmart2Walmart, MoneyGram, and any other money transfer application cannot be used for firearms, firearm accessories or parts, or ammunition and we do not permit it to be used on the site or for collection of payment for any of our transactions, as it is against the applications terms of service, and against the User Agreement, Site Rules, and listing policy. The Buyer's Protection Program (BPP) will not cover payments made with these applications. PayPal / Venmo / Zelle / Apple Pay Policy on FirearmsIf payment had been made via cashier's check or certified check, the bank would have issued a check stub to go along with the check. Since the item was paid for via PayPal Friends and Family, the payment was made on an unapproved payment method. PayPal Business is accepted for certain items, however, since you purchased an item that falls outside of their terms of service, which includes Firearms, Firearm Accessories, Firearm Parts, Firearms Components, and/or Ammunition, this payment method is invalid and we cannot process your claim. This is listed at checkout for every order.
Customer Answer
Date: 08/22/2023
Complaint: 20464610
I am rejecting this response because: So if it were made with a cashiers check, then it would have been fully covered ? If the answer is no, the method of payment is irrelevant. The fraud should be detected and the transaction covered.
Sincerely,
********************Business Response
Date: 09/06/2023
In response to your inquiry, if the item had been paid for with *******'s Check, you would have been able to present the cashier's stub from the financial institute, therefore, we would have been able to process the Buyer Protection Plan Claim for the item. The Friends and Family option for PayPal prohibits the purchase of Firearms, Firearm Parts, Accessories, Components, and Ammunition, therefore, payment made with this method of payment is ineligible since it is against the Terms of Service for PayPal. Please note that a Buyer Protection Plan only pays out a maximum of $500 and has a $100 deductible which is paid from the payout, leaving the recipient with a maximum of $400.Customer Answer
Date: 09/06/2023
Complaint: 20464610
I am rejecting this response because:As a policy, the policies of only $400 coverage for fraud and theft Identity is all you cover. If this is displayed on transaction on the money like I spend, it will allow your consumer a more transparent transaction, noting that they are assuming the risk with only a $400 protection by a cashiers check only. I know you are limited due to tight regulations, but passing the risk along to the consumer with no up front transparency when the sellers pay our fees is not good practice. We should not have to go digging all over the site for it.
Sincerely,
********************Business Response
Date: 09/07/2023
Information pertaining to the Buyer Protection Plan and the process can easily be found in the FAQs when you are browsing the site, under Help. You can see it here: *********************************************************************************************
As for the approved methods of payment, when you are placing a bid on an item, checking out, and even using user to user messaging you see messaging warning against paying with certain payment methods in the snip that has been provided. The approved payment methods are also stated in the Site Rules and User Agreement: ***************************************************************************************************, and again here in these links: *************************************************************************************************************************************************************************************-Use-of-PayPal-, ************************************************************************************************************************;
Within those links, you can easily see that PayPal and other person to person payment methods are prohibited payment method. It is also shown when messaging a seller, when going through the checkout process, and when placing a bid on an item.
Initial Complaint
Date:08/13/2023
Type:Delivery IssuesStatus: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 late July, 2023 we sold a shotgun on Gunbroker. In early August (see statements) we received a statement that two **** shipping charges on it. We only sold one gun, and only shipped one gun, but the statement shows two shipping charges for the same amount -- both are duplicating our original one gun charge. We understand mistakes may happen. But after ten days, ********* has not responded to what seems like an obvious billing mistake. We have tried to contact them numerous times, but with no response. They advertise a chat line, but apparently it has been removed from their website. The duplicate charge is only $68.66, but for over twenty year, we've done a lot of business with *********, but never had this problem before. We understand they were bought out a year or two ago, but still, a mis-billing should be something they can correct quickly. Thanks for any help.Business Response
Date: 08/14/2023
Credit has been issued for the fees associated with the shipping label ending in 8312.Customer Answer
Date: 08/14/2023
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:08/07/2023
Type:Service or Repair IssuesStatus: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.
Ive been a customer of Gunbroker and have kept my account in good standing with no complaints or issues that I know. I attempted to bid on a gun and a notice appeared Unfortunately, your account is unable to be activated. We are not able to provide any further information at this time. We apologize for any inconvenience.I emailed customer support with no response,Business Response
Date: 08/15/2023
User's account has been reactivated.Customer Answer
Date: 08/16/2023
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:07/05/2023
Type:Billing IssuesStatus: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.
After buying some ammunition, my account was locked, I dont have many issues with the site but their support system could use an overhaul, maybe give a chat option rather than charging $45 a month for it. Or a number to call and display a reason for my account being locked. The site was great until this happened!Business Response
Date: 07/06/2023
Account has been reactivated after being flagged for review.
Initial Complaint
Date:06/27/2023
Type:Billing IssuesStatus: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 had an account for many years I am an ffl and dont pay sales tax I had to re login 8 weeks ago and asked for a password reset They never sent it yet , I got frustrated and started a new account .as soon as I started using this new account it started charging me sales tax so I promptly contacted thes 2 dealers and told them dont charge me tax as I am an ffl They refused so I told them cant buy the guns and they left bad feedback on me for no reason calling me a non paying bidder and gunbroker locked me out of any bidding .Now I contacted ************** who I won 2 guns from on gunbroker and simply explained to them the situation and they promptly sent me guns w no sales tax attached All I want is for them to revive my first account and attach my ffl and dont charge me sales tax And take off blocking My phone is ********** Email **********************Business Response
Date: 06/30/2023
Users emails were being blocked by their email provider. Email address has been updated and password email has been resent.Customer Answer
Date: 06/30/2023
All I want is for them to activate my original account send me a password link and close Weldart 2 accountBusiness Response
Date: 07/07/2023
Email has been updated and account accessed.
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