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:10/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought two of these pistols solely based on the Gearup Promotion. The promotion promised 3 additional magazines and a range bag. Springfield did not fulfill their obligation for the range bag and opted without prior approval to substitute a gun case. The range bag was my primary motivation since I already had magazines.
  
  Solution is simple. Send the range bag that was promoted by paid Youtubers and your advertisements.

  

  Business Response

  Date: 10/31/2022

  We apologize that the range bag was not included in the customer's package.  On the website attachment that the customer sent for the Gear Up, the following statement is also listed.

   

  All Hellcat®, XD®, XD-M® Elite and XD-S® Mod.2 handguns are eligible for Gear Up 2022. Promo items subject to change based on availability.

   

  Therefore, the range bag was substituted with another type of bag.

   

   

• Initial Complaint

  Date:09/10/2022

  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.

  I order a hex dragonfly on 7-15-22 I****** * ******* when I received it I went to install it using the supplied low profile mounting base and per instructions to torque the screws to 12 inch pounds 2 of the threads in mounting base pulled out at 10 inch pounds. I've contacted customer service on 3 occasions 2 times assuring me that they would send me a new one. First I get a round disk for sighing in the hex dragonfly (I don't need that or want it) I contacted them told them it was wrong so they sent me out a 1/3 riser mount ( I don't need that or want it) . The haven't gotten back to me by email for my 3rd attempt at resolving the issue What I need is the low profile mounting base that comes with the hex dragonfly. Or refund my money. I'm coming up on 2 months and I have a useless $250 red dot that I can't use but has a lifetime warranty that apparently means nothing

  

  Business Response

  Date: 09/21/2022

  Springfield shipped the Dragonfly mounting base with screws to the customer.

  Customer Answer

  Date: 09/22/2022

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 1******** and find that this resolution is satisfactory to me. Thank you bbb for your help . Because of your involvement seems they stopped playing games

• Initial Complaint

  Date:08/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand new M1a earlier this summer. The rifle was sold with an inspection card signing off the headspace was in spec and even provided the headspace measured. The first day I had the rifle it suffered from many failures to eject. The range gun smith had a USGI headspace gauge. The rifle easily closed on this gauge that was much larger than the headspace listed on the inspection card.
  
  The rifle was sent in for a warranty claim at that time. Springfield replaced the barrel and rear sight elevation knob. Assured me they range tested the rifle and sent it back.
  
  First trip to range after receiving the rifle back it was shooting roughly 7-8 feet high at 100 yards. Upon further inspection I found copper all over the flash hider orifice. Bullets we’re ricocheting off the flash hider. You would think if Springfield had actually tested the rifle they would have noticed this…
  
  Now they are refusing to refund or issue me a new firearm. I am expected to send it back (taking a second vacation day to receive it as it requires a 21 yo signature upon return) in hopes they can assemble the rifle correctly on the 3rd try.
  
  I paid for a functional rifle and did not receive one. After a trip in to warranty and several months after purchase I still don’t have a functional rifle.
  
  Furthermore the quality control at Springfield is negligent. Someone is going to get hurt or killed.

  

  Business Response

  Date: 10/05/2022

  We sincerely apologize for the issue Mr. ****** is experiencing with his rifle.  It is not Springfield's policy to issue refunds if the product is able to be repaired.  We ask that Mr. ****** call our Customer Service Department at ************ in order to receive a call tag for Springfield to retrieve the rifle for full inspection and repair.

   

  Again, we apologize for any delays this has caused.

  Customer Answer

  Date: 10/05/2022

   I am rejecting this response because:
  Springfield can provide a refund as I already received one and cashed the Springfield Armory check.
  
  

• Initial Complaint

  Date:08/19/2022

  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.

  I reached out to Springfield regarding several issues I was having with a new rifle I had purchased. They offered for me to send the rifle in under warranty and have said issues fixed. They offered me the option to ship the rifle from my door or to drive it to a local FedEx location. Once repaired they said the rifle would be shipped to my house where I would sign for it.
  
  They received the rifle on 6/17. The warranty work was completed on 7/6. I was emailed by they repair department assistant Kody who told me that I would need to have the rifle shipped to an *** due to "Springfield's policy". I asked him to honor the agreement to ship the rifle to my door but he refused. I informed him my *** would charge $35 to receive it, and it would take me an hour roundtrip to pick it up.
  
  He responded that day, 7/6, saying that he would include a free 10 round magazine for my inconvenience. I told him that I was not amenable to this and wanted the rifle sent to my door. After coming to terms with the bait and switch, I emailed him on 7/11 telling him to ship the rifle, free magazine AND a free cleaning kit to my ***.
  
  I did not hear from him for weeks. I called sometime in July, and the person I spoke with said they would email Kody. I then emailed him again on 7/22 stating my concern about lack of communication and again asking for him to ship rifle, 10 round magazine and cleaning kit to my ***.
  
  I finally heard from him on 7/26 stating he apologized for the delay and would ship the rifle. I received the rifle on 7/29 and the cleaning kit too. There was however only 1 magazine (the original I shipped in). I emailed on 8/4 asking about the complimentary magazine. He responded over a week later on 8/15 saying that "you had stated that you did need another magazine" and "unfortunately, I can't send a complimentary mag now that I have sent the cleaning kit".
  
  They lied to me, refused to give me my property unless I paid and traveled for it and then reneged on the compensation.

  

  Business Response

  Date: 09/02/2022

  Unfortunately, there was a miscommunication wherein the customer indicated he did not want the second magazine; therefore, we didn't send it.  We will contact our repair department and ask them to send out the magazine he has requested.  

  Customer Answer

  Date: 09/06/2022

  Better Business Bureau:
  
  
  

  I accept the resolution however I think that their response indicating that I was at fault for the communication, despite sending several more emails asking for the second magazine and sending another email after the fact and being denied (all this was listed in the original complaint) still seems like an underhanded way of doing business. An apology and ownership of reneging on the original agreement (shipping to my door) and the prompt issuance of the magazine would be more in line with the professionalism I would expect from a major firearms manufacturer.

  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me but take issue with the lack of their accountability (typed out above). 

• Initial Complaint

  Date:08/11/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Springfield Armory sent an email to me advertising a promotion offering 3 additional magazines and a range bag in the form of a rebate which needs to be filled out after purchasing one of their handguns. The advertising material states that if a person buys any new Springfield Armory striker fired handgun between July 1st and August 31st 2022 you receive 3 additional magazines and a range bag by filling out a rebate. I purchased a new striker fired Springfield Armory handgun on August 9th. Then I attempted to redeem the rebate. The website produced an error message and instructed me to email or call Springfield Armory. I emailed them and was told that the pistol I purchased was not included in the rebate program. Then I called and spoke with two different ladies, ***** and her boss *******. Both told me that the handgun that I purchased wasn't included in the rebate. I explained to them that the rebate advertising didn't exclude and new striker fired Springfield Armory handguns. The gun I bought was a new Springfield Armory XD-M Elite. It did come with 5 magazines and a pistol case. All of the employees at Springfield told me I had already received the rebate...I got it when I purchased the handgun. The rebate for the 3 additional magazines and range bag was the deciding factor that caused me to purchase the handgun. I even showed the rebate to the gunstore owner and asked if that purchase qualified. He agreed with me that there weren't any exclusions listed on the rebate. Now Springfield Armory will not honor the rebate they advertise as worth $150 in value for the 3 extra magazines and range bag. I ask that the BBB please step in and help make this consumer whole on what was advertised in Springfield Armory's solicitation. They emailed me and enticed me into buying their product because I thought I was getting the rebate they offered. Now they are pulling a bait and switch. If the pistol I bought was excluded, it should be noted in the ad.

  

  Business Response

  Date: 08/12/2022

  Each firearm is normally shipped with 2 magazines, if the customer received 5 magazines and the pistol case, he already received the "gear up" package; therefore, he is not eligible for a second "gear up" package.

   

  Customer Answer

  Date: 08/12/2022

   I am rejecting this response because:
  
  
  
  
  
  The advertised rebate does not give any such exclusions that some handguns are not included in the additional rebate offer. There is no indication that there are handguns excluded from this offer so that a consumer can opt not to purchase a handgun because the rebate does not apply to that handgun. The rebate is deceptive and misleading to the consumer. The rebate advertised to the public offers no exclusions. If there are exclusions such as what Springfield Armory is suggesting those exclusions should be clearly communicated to the consumer before the purchase. Informing the consumer of the exclusion to the advertised rebate after the purchase is a bait and switch tactic that brings harm to the consumer. If Springfield Armory intends that this rebate does not apply to all "new striker fired handguns purchased between July 1st and August 31st 2022" they need to revise their advertised rebate to reflect that exemption. The rebate doesn't address Springfield Armory's claim that if you buy a gun with 5 magazines and a case that the rebate does no apply. If they messed up in their advertising I only ask them to make good on their offer and then change the advertising so that other consumers are not mislead.

  

  Business Response

  Date: 08/15/2022

  Some dealers purchased the "Gear Up" package in advance so that the customer would receive the 3 additional magazines and case upon purchase of the handgun.  Therefore, if the customer has a total of 5 magazines with the case, he has already received the "Gear Up" package.

  Customer Answer

  Date: 08/29/2022

  Consumer states that he purchased the gun with 5 magazines and a bag.   The company is offering a rebate that included an additional 3 magazines and case for any gun purchased. The consumer maintains the rebate, attached, has no exclusions nor references the Gear Up package and this rebate is advertised as a seperate offering/rebate, however the company, now after purchase says there are exclusions. The consumer attempted to submit the rebetate previously and the rebate was not accepted. Consumer feels the company has falsey advertised this rebate in a misleading way and is not honoring their promise in this ad. 

• Initial Complaint

  Date:07/28/2022

  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.

  6/3/2022 bought hellcat 9mm gun. 2nd shot wasp sight failed. Sent it into Springfield Armory same day. Receive email they would return in 2 to 4 weeks. It's almost 2 months and they have no idea when I will get it back. I just want them to honor their email or at least let me know when it will arrive.

  

  Business Response

  Date: 08/01/2022

  The customer was called and offered a replacement sight.  Springfield will be sending the customer a replacement sight.

  Customer Answer

  Date: 08/06/2022

   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.