Complaints

This profile includes complaints for ZX Gun's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ZX Gun

  310 S. 3rd St. Goshen, IN 46526

• 

  ZX Gun

  821 West Coliseum Blvd. Fort Wayne, IN 46808-1290

• 

  ZX Gun

  310 S. 3rd. St. Goshen, IN 46526-3710

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:02/14/2024

  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.

  Ordered a omega 300 supressor 11-25-22 paid in full. Started the paper work and waited for the zx guns call to set up the appointment to finish the paper through atf. Asked for a digital reciept numerous times from employees at the counter who said they would and never did. I asked them to give me a call with provided number to set up the aft paperwork appoint. Never heard anything until i had to reach out to them 10-3-23. Paper work completed 10-10-23. Then got approved 2-9-24 with email from atf to me and to zx. Have been waiting since with no responce and multiple phone calls. **************** is terrible and the lack of communication is even worse. I understand the wait for atf approval as this isnt my only suppresor. I will not buy anything from zx again due to the *************** staff and their attitudes and lack of following direction as well as their lack of communication.

  Business Response

  Date: 02/20/2024

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

  Hello, I would like to apologize for the delay in the pickup of your item. I was traveling due to an industry related trade show when your paperwork was received back from the **** I don't know what happened with the transmission of your digital receipt and I apologize you did not receive it as expected.  It is unacceptable that you didn't receive satisfactory customer service throughout your transaction. The moment I was made aware of the situation I made sure your device was ready for pickup immediately. I have reached out to silencerCo but with no success on any rebates they have offered in the past. As we discussed on the phone it appears that don't want people to be able to redeem them. As I said on the phone I would like to make sure your next purchase is smooth and I will do what I can to make a deal that recovers as much as possible of the loss on the rebate. Please let me know if there is anything I can do further. 

• Initial Complaint

  Date:06/20/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Buyer veterans beware. No one ever said there was a 25% robbery/restock fee for an issue that was beyond my control. Got rejected by *** for a record that wasn't supposed to be there but would take longer than the 30 days (ie 6 months minimum) that zx would hold the gun with half down $800. I see this as predatory theft policies. Be sure what the policies are where you do buy a gun. Zero stars from me. $400 for restock fee for a $1600 gun is too much, Nice way to treat veterans as well as any customer!

  Customer Answer

  Date: 06/22/2023

  We came to a more reasonable agreement of 10 % restock fee. thanks for bbb help in this matter,  have a treat day ****

• Initial Complaint

  Date:03/07/2023

  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.

  I purchased a handgun and used ZX Guns as the **** Their website states the transfer fee is $20. I was charged $40 because there was an extra grip in the case. I disagreed with the clerk and he said it was the owners policy. It does not state that anywhere on their website or the website I purchased the gun on. The receipt dated 2/21/2023 states that it had an extra L frame in the case not an extra grip that it actually was. The gun was a Sig P320 that had a ****** Combat grip installed and the original grip was included in the case.

  Business Response

  Date: 03/16/2023

  We appreciate the feedback and are thankful you have brought this concern to our attention.  ZxGun does our best to help everyone receive transfer items purchased elsewhere and shipped to our retail stores.  To assist customers using this process, we have a website dedicated to offering transparency and clarification of the transfer process, to reduce delays and eliminate confusion.  The website can be accessed at:

  zxffl.com

  The website clearly states that the cost for transferring items to our store is $20.00 per item.  We encourage every customer to send non-serialized items (anything which isn't a gun) directly to their home address, as these items don't require processing by an FFL like ZxGun.  The goal of this process is NOT to charge a customer a fee for processing their items, but rather to deter folks from sending items to our store when these non-firearm products can be sent directly to the customer.  When these additional items are sent to the store, our employees need to process them, be responsible for them, and risk damage or loss. 

  While the process is clear and consistent, we are happy to accommodate this customer and would be glad to refund his $20.00 for the additional items sent in his transfer order. 

  Again, our goal with this response is to accommodate the customer and reach outside the stated guidelines to refund his money for the additional item bought online and delivered to our store.  I will be happy to issue either a refund, or the equal amount in store credit in case he would like to pick anything else out for his firearm.  I will also have a special gift set aside as our way of saying "thank you" for understanding that these issues are unintentional and usually avoidable.  If there are any additional questions or concerns, we urge the customer to reach out to us directly by calling the *************** retail location at *************.  Please ask for ****, who will handle your situation personally.  We look forward to seeing this customer again and appreciate his understanding as we all do our best to help everyone win.

   

  Thank you,

   

  Phil

  ZxGunTell us why here...