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:02/25/2023

  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 had a personal account with gunbroker before it was locked and terminated for negative feedback,I have bought multiple firearms and ammunition on the site,in my feed back I only found one negative comment and explained that I was new to gunbroker and I wasn't experienced with emails seeing as how I've never had a need to send or receive one I was new to online shopping and must have missed a email and the seller reported my account,I sent them a e mail explaining that it wasn't intentional and apologized and they reactivated my account,shortly after they locked it again and told me my account couldn't be reactivated.

  

  Business Response

  Date: 02/27/2023

  Account has been reactivated. 

• Initial Complaint

  Date:02/23/2023

  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.

  ********* terminated my account and went into my bank account and helped themselves. This was stopped by me and my bank. All I need is the proper bill as to what I owe and they will be payed as before and that my account shows a payment a few days before that was made to Gunbroker. Proper billing gets proper payment. Going into my account and self service without Bill or even given receipt from Gunbroker that they raided my bank account without permission.

  

  Business Response

  Date: 02/27/2023

  Auto-billing was set on 1/21/23, billing takes place on a month delay and a statement was sent out on the 4th of the month with the current charges. Account access was restricted because the seller received negative transactional feedback from other GunBroker users. User now has access to their account to check their billing records.
  
  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.
  

• Initial Complaint

  Date:02/23/2023

  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 posted on item for sale on their website. They state that they only charge patrons any fees if that item sells.My item has NOT sold, but I was charge $40.I received an email stating that they were charging me for services. There was a link to view my account status in the email. On their website, in my profile account, there is no mention of any billing, fees, or services.They simply charged me for no reason.I have submitted online inquiry twice, with no response.They do not have a phone number on their website to call anyone. I found a phone number through ******* which has automated answering. The only available extension to dial does nothing. No one answers.

  

  Business Response

  Date: 02/23/2023

  On your account log in page in the top center is the Billing Information listed are all fees and account/statement records. The statement that was sent to is also available in the billing section. When the item was listed it was listed with a Reserve fee which is an optional fee. Attached to this message is the photo of the listing page where it was selected. Optional listing fees are charged if the item has sold or not. Both support emails were answered in less than 48 hours. We do not offer phone support.
  

   

  ******************************************************************************************************************************************************************************************************************************************************************************************************************************

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19454864
  
  I am rejecting this response because:

  I do not see any statements saying I will be charged the fee even if my item does not sell.  Where is that information clearly marked when listing the item? 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/24/2023

  Please see the attached photo. 

  Customer Answer

  Date: 02/24/2023

   
  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.
  

  HOWEVER.  You should make it VERY CLEAR that the 2% fee is charged regardless of the item selling or not.  All the other options have a fee listed right next to them.  Your website makes it seem that I would not be charged anything unless my item sells.  How you go about charging this fee is very shady.  
  I will never use your service again and I will be sure to tell everyone I know to avoid your shady practices.

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

• Initial Complaint

  Date:02/22/2023

  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.

  ********* suspended my account after one complaint and not hearing my side of the story. I have an excellent history and dont understand this unprofessionalism.

  

  Business Response

  Date: 02/27/2023

  User has not opened support message. Account has been reactivated. 

• Initial Complaint

  Date:02/17/2023

  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 posted an item for sale the winning bidder was a non payer. I submitted this to gun broker and was still charged over $400 in fees. They have taken months to even reply to an email and refuse to refund me any money. I feel completely scammed

  

  Business Response

  Date: 02/20/2023

  As outlined in the user agreement, a requirement for credit is that the item be relisted. You were sent a reminder to relist the item. Since the item was not relisted, the credit request was not placed into queue for processing. Please relist the item and reply to your open support email. Once we have the new item number, we will issue credit for the selling fees and any relisting fees. 
   

• Initial Complaint

  Date:02/10/2023

  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.

  To whom it may concern,This was my business's first time using Gunbroker to conduct a sale of a firearm and unfortunately, it did not go smoothly. The potential buyer who won the auction ended up informing us that he had to use a credit card to make the purchase but since this was our first sale we had not set up a credit card option through one of *********'s 3rd parties. We tried to work with the buyer and asked for a certified check and other means of payment but the buyer was not willing/couldn't. Additionally, the buyer stated he banks with ***** Fargo and they do not have physical stores here in **** so he could not do many of the other forms of payment like certified check. We tried to work with him but in the end all parties decided to cancel the sale. Then the owner of the firearm that was being sold, contacted us and did not want to sell the firearm anymore due to the issues. Though the sale was cancelled and item can not be re-listed, ********* has charged my company the following:11/11/2022 Final Value Fee for Item Number 954851660$19.53 11/11/2022 Compliance Fee (Buyer Paid) for Item Number 954851660$3.2611/11/2022 Sales Tax $27.26 We, as a first *********************, were charged and now at a loss over a transaction that was mutually agreed upon to cancel. Why would we be charged a sales tax on a a good that was not sold? I reached out to Gunbroker to get help (attached) and have received almost zero help for over 2 months now.

  

  Business Response

  Date: 02/14/2023

  The seller was charged because a there was not a credit request started for the incomplete transaction. If the buyer is unable to complete the transaction, the seller will need to complete all the steps required for the Credit Request report.  This request will takes into account the taxes and compliance fee associated with the order. This is outlined in the user agreement.
  We have completed the credit request for the user and put into accounting for a refund.
  
  *******************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

  Customer Answer

  Date: 02/14/2023

   
  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.

  To note, it is completely inaccurate that there was not a credit request started for the voided transaction as that was the issue. Clearly, my communication was not read by ********* as it stated that I started a credit request but did not have a relist number, which is required, per the article, provided by ********* that I was already well aware of as well as the user agreement. In said article, it states: "All credit requests require the item to be relisted except for the case where if an item was returned and is not in a saleable condition." My item was no longer saleable so I was reaching out to understand what I should do for the credit request. I would appreciate not to be spoken to in such a manner as I did my due diligence and asked for *********'s help, which is not what I received. 

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

• Initial Complaint

  Date:02/04/2023

  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.

  Gunbroker arbitrarily suspended my account after a single complaint from one seller that privately threatened me via email. I have multiple bids out, plus two won auctions that I cant pay for without access to my account. I have many purchases and an a plus rating. I am an excellent customer and they are highly disrespectful to me. I have spent thousands of dollars with their site.

  

  Business Response

  Date: 02/09/2023

  User's account has been reactivated. 

  Customer Answer

  Date: 02/09/2023

   
  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:02/03/2023

  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.

  They closed my long existing account that had cost me money to setup plus their fee for using the username Balsak69 which Balsak is my ******* Nickname. The 69 was on added because they required it. My account shouldn't be terminated. I want my account restored, a refund of any fees they have got from me or my purchases and any future fees be waved for my trouble.

  

  Business Response

  Date: 02/14/2023

  We do not have an account listed for that username or email address. 

  Customer Answer

  Date: 02/15/2023

  The email address used for gunbroker was ********************* the account user name was ********. They are lying I have emails from them concerning this.

  

  Business Response

  Date: 02/17/2023

  The username that was provided was incorrect. The account under the 2nd email provided. ********************* was marked terminated no contact because of the users repeated abusive language towards GunBroker.com Support Staff. There was also inappropriate use of our user to user messaging system. Which is in violation of the user agreement. We see no charges to this account from GunBroker.com
  Some of the message responses sent from user are below-
  Fucking maggots
  
  Fuck off and die
  
  

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19330065
  
  I am rejecting this response because: negative comments came after they closed my account not before.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/27/2023

  Account will not be reactivated. Per our user agreement we have the right to terminate any account at anytime. 

  ********************************************************

   

   

• Initial Complaint

  Date:02/02/2023

  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.

  Ordered from this company today, using their list of *** dealers. Only to be notified by ********* that the dealer chosen from their site is no longer operating. They suggest I work to get the *** dealer back in line, or choose another. Problem ONE is.... no instructions at all on how to choose an active dealer on an existing order. Problem TWO is this company's obvious wishes to NOT BE CONTACTED by their paying customers. I've tried email, their worthless 'live chat', chat and telephone (# was not found anywhere on their site). Found their phone on the web. When calling, you have to know the extension you wish to reach, or they simply hang up. I do not want to spend my money with a company that does not stand tall enough to answer questions from their customers.

  

  Business Response

  Date: 02/08/2023

  The *** transfer dealer network is self-managed by the dealers who opt to join the network. Users are advised in the site rules and user agreement to contact the *** transfer dealer prior to selecting them for an order, to confirm the dealer is available to receive and transfer the item. The customer was provided instructions on how to change *** for an order. 

  Customer Answer

  Date: 02/09/2023

   
  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:01/26/2023

  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 won a Gunbroker (GB) auction in October 2022 and the rifle was delivered to my FFL on 11.4.2022. I went to the shop on the same day and quickly realized it was grossly misrepresented in the pictures and description provided by the seller on GB. The sellers description included, ****** Model 57 Levermatic (sold as ***** model 44dl) .22lr short throw lever action rifle. Tube fed, good bore and wood, excellent function, nice. The rictures reflected a clean, well-maintained rifle in which the metal and wood shined brightly. The first and most notable misrepresentation was the large, deep crack in the top and left sides of the grip/trigger area of the stock. The crack is significant and negatively impacts the stability of this rifle. the condition of the metal on this rifle is poor. The barrel, for example is covered in rust, scratches, pitting, and spots of white paint. In fact, the bluing on the entire barrel is more of a gray color rather than the dark, blued color of the magazine tube. The entire breech bolt, which covers the action when the lever is in the closed position, is supposed to be silver in color. This breech bolt is pitted and dark orange with rust. None of these issues were disclosed in the description nor visible in the strategically ambiguous pictures included in the posting. Because the seller refused to work with me and blocked me from communicating with him through GB, I initiated a Buyer Protection Claim (#*********) on 11.7.2022. I submitted all required documentation, but my claim has been labeled as Pending with a status of Waiting on Buyer for Proof of Payment, IC3, Copy of *************** Report. I sent a follow up email to GB on 12.27.2022 and resubmitted my information. The status of my claim remains unchanged as of 1.26.2023. I seek GB to either reimburse all costs incurred and I return the rifle or refund a portion of my costs in an amount equal to the cost of repairing the rifle per the description.

  

  Business Response

  Date: 02/08/2023

  To date, information for BPP claim has not been forwarded to GunBroker.com Support for review and processing.  GunBroker.com Support has reached out to customer directly regarding the claim and to provide the required documentation for claim processing, on February 8, 2023 (Support Ticket # *******).

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 18902757
  
  I am rejecting this response because:

  Good morning,

  
  

  My apologies for the delayed response as I was out of town for work.  I received a response from GunBroker today that reflected they were contacted by the BBB, but had zero record of me submitting any type of buyer's complaint.  This is absolutely false as I have sent the information by fax and email.  Among the documents attached is an email thread between me and GB that reflects I submitted/opened a claim on 11.7.2022. and followed up accordingly on 11.8.2022 with the fax of proof of purchase and other required documentation required for the complaint.  It is due to the "Pending" status of the claim that I resubmitted by documentation via email.  Also attached to this email is my original, faxed information, which was the required for proof of purchase and attempts to work directly with the seller.     

  
  

  Am I to follow up with GB now that they are in contact or is there another advised course of action?  If I am contacting GB directly, may I Cc this email address?

  
  

  Please advise and thank you for the follow up.

  
  

  *****************************

  
  

  
  

  
  

  Attachments:

  1. Image_8205.jpg (picture of rifle)

  2. ********* GunBroker Buyer Protection Claim ********* Documentation (copy of faxed supplemental documentation such as proof of purchase and attempted contact with the seller)

  3. GB Buyers Complaint Received Documentation (email thread proving my complaint was received)

  4. GB Email Received BBB Documentation 2.8.2023 (GB email to me that they received BBB complaint, but no contact from me)

  5. GB Buyers Claim Screenshot (reflects date GB opened my claim)

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

  

  Business Response

  Date: 02/14/2023

  We have reached out to the customer via Ticket # ******* requesting the required documentation be provided.  To date we have not received all required documentation to being processing the claim. We are continuing to work with the customer via our online support platform via Ticket # ******* to continue the claim process, once all documentation is provided. 
  
  
  

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18902757
  
  I am rejecting this response because:

  Good evening,

  
  

  I have provided GunBroker my *** information twice prior to contacting the BBB, who has also since provided GunBroker my documentation.  There are numerous artifacts attached which support that the seller grossly misrepresented the 

  
  

  rifle as well as artifacts that reflect my GunBroker BBP claim being submitted in November 2022 and again in December 2022.  Although I've included a screenshot of the *** claim as an attachment, I have also embedded it below for 

  
  

  quick reference.  Obviously GunBroker has received my information.  This has been a very disappointing, frustrating, and expensive process and I seek a very reasonable resolution that entails me being reimbursed a portion of my overall 

  
  

  costs commensurate to the cost of a gunsmith bringing the rifle to the condition in seller's description and pictures.

  
  

  Thank you,

  
  

  *************************;

   

     

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

  

  Business Response

  Date: 04/16/2024

  The customer refused to comply with the Buyer Protection Plan process. The plan states that he needs to relinquish the item to an independent FFL for evaluation to assess the item. The customer did not wish to follow these steps and has more than likely already sold the item to recoup their cost. We had to cancel the claim since the claim was voided when the customer sold the item, per the terms of the ****

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 18902757
  
  I am rejecting this response because:
  

  I started this complaint process in November 2022 and Gunbroker originally and falsely claimed they never received my complaint, although they provided me with a claim number.  I then resubmitted my entire claim package and waited months more to hear back.  It is obviously *********'s method of operation to slow walk any claims to the extent the buyers give up and no longer pursue the claim.  If they do opt to further pursue the claim, the buyer must pay to have their firearm shipped to GunBroker's "3rd Party FFL" for independent inspection.  The buyer is also responsible for the cost of the inspection and return shipping.  Even if the buyer's claims are found to be accurate, they can only expect to be awarded a portion of the original purchase price.  The buyer will not be compensated any shipping or inspection fees.  

  The firearm is currently being repaired by a local gunsmith.  After gunsmith costs, I will have approximately $950 into a rifle that was worth approximately $150 in the condition in which I received it.  This obviously leaves me further and forever upside down on a broken-down rifle I purchased from a deceptive seller through Gun Broker; a company I now know to be very unreliable, unfaithful, and dishonest.   

  I truly regret not reading the mountains of negative BBB reviews before making my one and only purchase through GunBroker.  It is truly a crime any company or individual is permitted to continue operating with such a history of lying, theft, and doing harm to consumers.

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

  

  Business Response

  Date: 04/23/2024

  The customer was provided instructions on the next steps in the *** process, which include relinquishing the item to an independent FFL for evaluation. The customer never communicated with GunBroker after those instructions were provided. The customer did not relinquish the item to the selected FFL. The customer wishes for GunBroker to write them a check for the amount of the repairs, however, it states in the *** that the customer may not receive funds from GunBroker AND keep the item. The item must be relinquished. The customer did not wish to relinquish the item. We extended the allotted timeframe of the *** for the customer to make their decision, the customer never responded nor relinquished the item, so the claim closed by default. 

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 18902757
  
  I am rejecting this response because:
  

  As originally included in my claim.

  "I won a Gunbroker (GB) auction in October 2022 and the rifle was delivered to my FFL on 11.4.2022. I went to the shop on the same day and quickly realized it was grossly misrepresented in the pictures and description provided by the seller on GB. The sellers description included, ****** Model 57 Levermatic (sold as ***** model 44dl) .22lr short throw lever action rifle. Tube fed, good bore and wood, excellent function, nice. The pictures reflected a clean, well-maintained rifle in which the metal and wood shined brightly. The first and most notable misrepresentation was the large, deep crack in the top and left sides of the grip/trigger area of the stock. The crack is significant and negatively impacts the stability of this rifle. the condition of the metal on this rifle is poor. The barrel, for example is covered in rust, scratches, pitting, and spots of white paint. In fact, the bluing on the entire barrel is more of a gray color rather than the dark, blued color of the magazine tube. The entire breech bolt, which covers the action when the lever is in the closed position, is supposed to be silver in color. This breech bolt is pitted and dark orange with rust. None of these issues were disclosed in the description nor visible in the strategically ambiguous pictures included in the posting. Because the seller refused to work with me and blocked me from communicating with him through **, I initiated a Buyer Protection Claim (#*********) on 11.7.2022. I submitted all required documentation, but my claim has been labeled as Pending with a status of Waiting on Buyer for Proof of Payment, IC3, Copy of *************** Report. I sent a follow up email to GB on 12.27.2022 and resubmitted my information. The status of my claim remains unchanged as of 1.26.2023. I seek GB to either reimburse all costs incurred and I return the rifle or refund a portion of my costs in an amount equal to the cost of repairing the rifle per the description."

  Please see again the last sentence regarding my needs to be made whole.  Since November 2022, GB never communicated I would be reimbursed any costs incurred for returning the rifle or any other costs incurred for that matter.  For me to return the rifle without such guarantee or communication, I would have then paid the GB costs as the Buyer, shipping to my FFL, transfer fees, and return shipping to simply give back a rifle that was sold to me in a deceptive manner by the Seller.  This means that in the end, I would have paid approximately $200 to be lied to and stalled by GB and then not even have a rifle!  Obviously, I am unhappy with my purchase and increasingly shocked and disgusted with GB in their handling of this matter.   

   

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