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:12/16/2022

  Type:Delivery 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.

  Order products from company, with coupon code for free shipping. Promo code accepted able to check out (payed with credit card) and have printout of price with free shipping. Later charged for the shipping. company Claims unable to accept free shipping promo code, even though website applied it and I have printed proof and still currently that way on my ******** account. Was suppose to be billed $105.75 that included the free shipping, later billed $******. Multiple times contacting company , company states even though website permitted discount to go through, now unable to honor it. Company had charged my credit card the $105.75, then added the ****** to it, then took both charges off, then added the $****** back on. I would like company to honor what was permitted during checkout, and what I was expecting to pay.

  

  Business Response

  Date: 12/27/2022

  In looking at Mr. ******* order confirmation it does show the shipping cost was removed from the amount owed.  Since there was no promotional code listed on this paperwork, an email was sent asking what promotional code **************** applied to his order.  What we received in response was a picture of the confirmation that **************** had printed out.  This didn't provide the requested information; however, we do have an active promotional code that would get him the shipping for free with the total of the merchandise listed on his order.   A refund for the shipping cost will be issued within the next day or two.

   

   

  Customer Answer

  Date: 12/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, As you can see from the attached image, they requested either the promo code used or a screenshot confirming that the code was applied, which is exactly what I did. It didnt have to come to this point for a proper resolution, I provided all the requested info for a refund of the shipping cost prior to contacting the BBB.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/13/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/11/2022 I purchased a HORNADY safe online from brownells for $666.28. At the time of the purchase this did show in stock and showed in stock on the invoice After about a week went on I emailed asking for an update since my order number j was not able to search for. In my email I sent over included my information and order info. The ** rep responded asking for that info which I did. The response I got was due to holidays they are busy and they will follow ** in a few days. That was the last time an actual human responded. That was on 11/18-11/19, never did hear back from them. On 11/23 I started a chat with ************ which they were not able to find my order or provide any details on the status. As of yesterday still never heard anything on the order so sent another email asking for an update and once again received their auto response message. I understand the holidays are busy but the lack of communication or even having customer service not follow up terrible. By far one of the worst experiences Ive had in this industry.

  

  Business Response

  Date: 12/22/2022

  In researching the order ********** for **************, on this order was item # ***********, Rapid Safe Ready Vault.  The weight of this item requires it to be shipped via truck.  There are notes on the order that a Brownells Representative reached out via email on 11/16/22 requesting ************** confirm if he would accept the freight charges for this order.  This email was followed up with a telephone call and a second email on 11/25.  The order was then cancelled on 11/29 as no response was received.  I do apologize that ************** felt he was not communicated with, however we do have records that show the attempts made to reach him using the contact information listed in his account.  

• Initial Complaint

  Date:12/07/2022

  Type:Delivery 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 11/25/2022, Submitted my ffl the same day. They told me my order was on hold, as the ffl had not been received. ***** reaching out to them, they then said they needed an updated copy of my ffl, which i sent in minutes later on 12/1 On 12/5 i spoke via instant chat for about 45 mins awaiting an update on my order from a customer service rep. ***** 45 minutes they once again told me my order was on hold and that they have still not received my ffl. ***** i have clearly sent it in multiple times and brownells failed to reach out saying it was not updated. Then after submitting it again they tell me i still haven't submitted it. It has been almost two weeks since my order and i cant get any information from brownells.

  

  Business Response

  Date: 12/08/2022

  The ********* has reached out to ****************, it appears that the first two emails he sent had an incorrect address listed.  This has been resolved and the order is now processing.

• Initial Complaint

  Date:11/11/2022

  Type:Delivery 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.

  Placed 2 orders over 11/07/22 & 11/8/22 for AR magazines. Used PayPal account to pay for order and entered a free shipping code which worked and is documented on the point-of-sale e-receipt. I had enough $$ allotted to cover the cost and the order went through but then Brownells added cost of shipping after-the-fact and the extra funds were not available thus the order was cancelled. Its unnecessary ******** wont be making purchases from Brownells in the future. Currently trying to cancel the second purchase because I am not interested in paying additional $$ after the original point-of-sale amount.

  

  Business Response

  Date: 11/11/2022

  In looking into this complaint, I do not see that any order has been cancelled.  Order ********** has processed and shipped the card was successfully charged.  I will issue a refund for the shipping charge of $12.50.  A request to stop ship and cancel the remaining order ********** has been issued per the Mr. ********* written request.

   

  Customer Answer

  Date: 11/11/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 28 transaction Product not received ********** International customer service have been incredibly disrespectful and refuse to help. Product not received Brushing me off and in some cases not responding Refuse to refund or compensate customer. I have no idea if they provided the proper paperwork to ship item Just a really poor experiece to be treated that way by anyone

  

  Business Response

  Date: 10/10/2022

  I do apologize this issue took so long to resolve.  ************** has been refunded on return order 8000012929.  

  Customer Answer

  Date: 10/17/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I have not seen the funds refunded to my credit card, once that is done then I would be content. 

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

• Initial Complaint

  Date:09/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband ordered a gun (under my name since the card used was under my name) from Brownells on 2/23/22 order# *********** and received it on 3/4. It was not the one he wanted even though the description online was the right one. He contacted them to return it and they sent us a ***** return label and it was sent back to Brownells @ 3/15/22. We have yet to receive a refund from them for the returned gun. Both me and my husband have contacted Brownells, at least 4 times, and twice my husband gave them a credit card to refund to and they said it would be taken care of but we have yet to see the funds. He contacted them on 5/9 and 8/2 and I contacted them on 3/8 and 5/26. We unfortunately used a debit card so were unable to dispute the charge with the credit card company. We want our money back and they are not complying.

  

  Business Response

  Date: 09/09/2022

  Internal investigation shows that the return had not been processed.  This was corrected today and ******************* was issued a refund this morning on return order ********** in the amount of $702.54.  We apologize the issue was not resolved in a more timely manner.

   

   

  Customer Answer

  Date: 09/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

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

• Initial Complaint

  Date:08/22/2022

  Type:Delivery 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 an item from Brownells, received a severely damaged ripped open and resealed box delivered by ***** which was empty and only contained brown packing paper. I have filed a claim with brownells but have received zero response despite paying for shipping insurance/protection and contacting them multiple times by chat/email/phone for 10 days. The only employees I can get a hold of are live chat reps that tell me I need to call the claims department, when I call, nobody answers except one time and they said the claims staff are unavailable so they will forward my request to them (to which I still haven't got a response). I have also provided my home surveillance camera footage to the brownells claims department showing the ***** delivery driver walking the damaged package up to my front porch to prove I received it like that. The first live chat rep who opened my claim offered to provide a refund or replacement once the claim was complete (which he estimated would take no more than 5 business days), I told him I would like a refund because the item I purchased was needed for a weekend event I was attending so I had to buy one from my local sporting goods store instead.

  

  Business Response

  Date: 09/01/2022

  ************** was issued a refund on 8/31 on return number 8000010125.  I do see that we shorted him $4.42 on the return so that will be addressed today.  

  Customer Answer

  Date: 09/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************