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:11/08/2024

  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.

  Order was placed on October 5th 2024 as a gift for my daughter's mom, ***** ******* who is recipient of the order. $311.04 was paid from my checking account for order. Order was to be delivered to licensed firearm dealer(Precision Bluing) that Buds gun shop listed on their site for gun transfer in area where recipient resides. Recipient never took possession of firearm due to discrepancy on her record. Order was to be returned from firearm dealer back to Buds gun shop. Buds gunshop sent dealer a return shipping label for the gun return . And for the past 2 weeks the dealer and Buds gun shop have been giving me the run around in reference of receiving my refund. The dealer says that they sent firearm back to Buds gun shop and Buds gun shop keeps saying that they haven't received it? And instead of Bud gun shop communicating with licensed firearm dealer that they list on their own site as a credible dealer that they deal with, they sit back and do nothing? How am I supposed to get my refund back?. If Merchandise was never taken by possession from the recipient, it seems as though Buds gun shop should be trying to do more than what they're doing. Besides doing nothing

  

  Business Response

  Date: 11/08/2024

  We apologize for any inconvenience.  We were notified about the return request for the firearm on 11/1 and we issued a return label to the FFL so that the firearm could be sent back to us.  We do follow up on these return requests but we do allow the FFL a few business days to have the item picked up by UPS before we follow up.  We did reach out to the FFL today 11/8 and confirmed that they did return the firearm, but did not use the return label that was provided.  Unfortunately, this led to the firearm being sent back to the wrong location so it was not received by our returns department which was why the refund had not been processed yet.  After we confirmed where the firearm was shipped to we confirmed that it was received and are ensuring that the return is processed.  At this time, the order information has been sent to our financing department so that the refund for the firearm can be issued back to the payment method used to place the order.  We apologize again for any inconvenience.
  

  Customer Answer

  Date: 11/08/2024

  
  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,
  
  **** ****** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:10/14/2024

  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.

  Purchased a rifle from buds on 28 September 2024. According to shipping agreement it should have shipped within 7 business days. I called customer service on 10 October 2024 and was told the item was not actually in stock as listed on the website. They were trying to locate the rifle at a satellite facility and get it shipped to their main warehouse. Customer service rep could not give me an ETA on when the rifle would actually ship to my FFL. I asked what could they do to make this right and was offered a $10 gift card.

  

  Business Response

  Date: 10/14/2024

  We are very sorry for the delay on this order.  Our advertised time frame for our orders is 3-7 business days from the date of purchase, and we process our orders as quickly as possible to meet that time frame.  However, in this case, there was unfortunately a delay that did occur.  Once the order had passed the 7th business day we sent out an email notification to the customer that the order was experiencing a delay and that we were still committed to ensuring the item would ship as soon as possible.  This was sent on the 8th business day of the order on 10/9.  We were contacted by the customer the following day on 10/10 asking for an expected ship date.  However, due to the delay, we could not provide a specific shipping date.  We do understand the frustration that the delay would cause and we did offer the customer a coupon that could be used on a future order due to the delay if they still wished to wait for the order.  If the customer did not want to wait for the order we could also provide a full refund since it had gone outside of our standard time frame.  The customer advised us he did not want the coupon and did not request to cancel the order so it was left open.  The order then shipped out the following day on 10/11.

  Customer Answer

  Date: 10/14/2024

  
  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,
  
  ***** ******

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:09/30/2024

  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 have used the link to unsubscribe from Bud's email alerts at least 20 times and have emailed the company through its customer service webpage at least 15 times, and yet the alerts appear every day, sometimes several times a day, in my email. Bud's does not have a public phone number to contact them directly. I am getting very tired of what is now amounting to e-harassment. They apparently use something to bypass my spam filter because the alerts still reach my inbox.

  

  Business Response

  Date: 09/30/2024

  We are very sorry for any inconvenience.  After checking the customer's account information we do show that the customer had unsubscribed from our newsletter.  However, they did have items on their wishlist and were still signed up for alert emails.  We have unsubscribed the customer from all email services at this time so they should no longer receive any emails to the account or the email address linked to their account.  If they have multiple emails or accounts signed up we would need to know those email addresses to ensure they are also removed.  We did also check for emails that were sent to us and we did receive 6 email requests over the weekend which we were unable to address until Monday.  We do have a section on our website that will allow customers to flag each different alert and/or promotional email which can be found after logging into the account on the website, selecting the 'Order Status/Account' page, and then selecting the 'Subscribe or unsubscribe to newsletters'.  This is in place because the option in the emails would remove people from the main newsletter, but would still allow them to receive notifications for items in their cart, wish list, or requests for reviews for orders that are not related to the newsletter.  As noted, we have unsubscribed the customer from all notification emails at this time so they should no longer get any email updates to the email address provided.

  Customer Answer

  Date: 09/30/2024

  
  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,
  
  *** *****

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:09/03/2024

  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.

  On August 20, 2024 I ordered AMMO from ***************. They have good prices but do not tell you until after a purchase and you have a problem, that all sales are final. I purchased 3 boxes of .40 cal Ammo for my husband and received half bullets. I contacted them today 9/3/24 after opening the Ammo over the weekend to try to use it. I asked to exchange for full bullets but they would not exchange, indicating all sales are final. No where during the ordering process did it say that all sales are final. Now I have 2 unopened boxes of Ammo and 1 open box that I can not use and I am out of Money. I would like to exchange for what I am able to use. They are not even trying to be fair to their customers. They will not allow me to speak to a live person only a chatting session is allowed. This is very poor practices. and bad business.

  

  Business Response

  Date: 09/04/2024

  We are very sorry to hear the customer was not happy with the item that they ordered.  One of the items purchased by the customer was bullets, which is the term used for the tip of the ammunition, these are an ammunition component and are used for reloading.  We do list that ammunition and ammunition component sales are final in the "Before You Buy" section of our website under "Shipping and Returns".  This section is referenced in our checkout section when it asks customers that check the box that says, "I confirm that I am legally able to possess everything ordered, furthermore I agree to comply with our Payment, Shipping, and Terms of Use Policies.".  It does link to each of these sections so that customers can review them before completing the purchase.  However, a member of our management has reached out to the customer at the phone number they provided when chatting with us and left a message to further discuss the order and the potential for a partial return of the items as we were notified that one box had been opened.

  Customer Answer

  Date: 09/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: No one has reached out to me I have reviewed the check out process buy attempting to make another purchase and no where did I see all sales are final.  I have never asked for any money back am I am willing to pay the difference for what I need.  I can not do anything with 3 boxes of half bullets.  They have not made any effort to contact me my number is *** ********.  I even asked the rep I chatted with if I could speak to a manage and she said if I do not join their club I could no talk to a live person.  I have communicated with a live person when I received half my order.  They are not very customer friendly at all!
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 09/10/2024

  We apologize for any inconvenience.  We did attempt to reach out to the customer at the number that was provided to us in our chat initially, but there was a typo as it did not match the number provided here, the number was 667 rather than 467.  We did reach out again to discuss a partial return of the products that were incorrectly ordered as a courtesy but the customer has informed us at this time that they have filed a chargeback for the full total of the order, not just the incorrectly ordered items.  We did discuss the option of returning the entirety of the order since the customer has not paid for anything that was received due to the chargeback but the customer ended the call before we could offer the return information.

  Customer Answer

  Date: 09/13/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  The rep I spoke with did not work with coming up with a mutual agreement. I requested to be allowed to return the items that I am not able to use but they want to charge me a fee (restocking fee) which again was not displayed when making the purchase.  This company is very difficult to deal with and unwilling to work with resolving customers issues.  Since they were not willing to assist, and made it clear that they would not be working with me to resolve my issue, so I terminated the call as I was at work.  Again all I want is to exchange the items for what I am able to use not the half of bullets I received.  I let the rep that call know, that I would pay any difference in price for the entire bullets needed.  I have been making the families purchases for more than 40 years and have never been refused the option to exchange a purchase nor have I ever had to incur expenses to exchange items.

   

   

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

• Initial Complaint

  Date:09/03/2024

  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 stole my money paid on a firearm would not extend my layaway for me and I only owed 601.50 and I want store credit for what paid if not get it I'm send every one I talk to about not shopping at buds no more cause they are criminals and send them to better dealers than them. And I won't buy anything else there if they do not.

  

  Business Response

  Date: 09/04/2024

  We are very sorry that the customer was unhappy with our layaway program.  The layaway order was started by the customer on 5/15 and was good for 90 days, with an end date of 8/15.  Our layaway program was explained to the customer and was on the documentation that was signed that the order would need to be paid off before the final due date, and should the layaway expire no payments would be able to be refunded and would be considered as cancellation fees that are assessed for holding a firearm for the full duration of a layaway rather than it being available for sale.  At any point during the normal course of the layaway, it would have been possible to cancel the layaway and that would have resulted in losing only the deposit placed on the order.  The customer did come in on 8/15 and requested an extension of the layaway and we did provide one advising that we would give until 8/30 to pay off the order.  On 8/30 the customer came in with a firearm for trade which we offered $300 for and the customer refused that trade in stating they had other firearms they could sell elsewhere.  We gave the customer until the end of the day to do so and come back with payment but they did not so the layaway was cancelled.

• Initial Complaint

  Date:08/06/2024

  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.

  Good morning, This is my second complaint posted on this company. I had a bad experience Buds earlier this year and posted a complaint about a false advertisement. I was offered a refund but it was not for 100% of my cost. However, Buds has a lot of good reviews but I was wanting to give them another shot. After attempting to make a purchase I was receiving an error as you can see in the attachment. I was advised by customer service they are unable to process any orders to my account and they have no further information. After asking for more information and if I could make a new account I was advised they don't feel comfortable processing any future orders for me. They would not give me any further details on it. Please advise why you are refusing services to me.

  

  Business Response

  Date: 08/06/2024

  We have closed the account in question due to the customer stating, and as noted is continuing to state, that we falsely advertised a firearm.  We have explained that this is incorrect.  The listing for this firearm was correct and the customer received the item as it was listed.  However, they were expecting the firearm to have features that were not listed.  The item that was listed had a civilian firearm model number and was a police trade in.  This means that it was a firearm that was sold to us by a police department.  The customer assumed that this firearm would be manufacturer differently than the civilian model, but as advertised, it was the civilian model.  This was explained to the customer but they did not accept that and continued to assert that we misrepresented the product.  We did offer to bring the item back per our terms and conditions and explained that there would be a restocking fee and return shipping costs to cover our costs for processing and shipping the firearm both ways and the customer refused that option.  We wish the customer well wherever they choose to shop in the future.

  Customer Answer

  Date: 08/06/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  I was not lying in my posting. I verified with the manufacturer this was NOT a police weapon and included that attachment in my initial compliant. They did provide the model number which does not mean anything.  If they were a transparent company, they would of provided the serial number in their posting so customers can verify what they're selling.
  
  I guess my problem with Buds Gun Shop is their lack of transparency.  From the first purchase where they sold me a police shotgun without the police specs to now on why their customer service cannot tell me why my account is blocked.  I appreciate the explanation but it does feel like you are hiding things from your customers and blocking the ones who call you out on it.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:08/01/2024

  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.

  One 6/30/24 I placed an order ********* for 4 products. They were taking too long to ship it. So I cancelled the order on 7/5/24. They have yet to send me a refund. I want my refund NOW.

  

  Business Response

  Date: 08/01/2024

  We are very sorry to hear that the customer was not happy with our processing time frame.  We do advertise that our standard processing time frame for our orders is 3-7 business days.  We will always ensure our orders are processed and shipped out as quickly as possible, however, due to the processing required we some orders can take that full time frame to be fully processed and shipped out.  In this case, the customer placed an order on Saturday and contacted us to cancel the order the following Friday, which would have been the 5th business day.  Since this was within our standard time frame we notified the customer we can cancel the order but there would be a 10% cancellation fee since it was still within our advertised time frame.  The customer responded by stating that if fees would apply they would file a dispute with their financing company as shown in the screenshot they provided.  We responded that if they intended to file a dispute we would be unable to issue a refund as that would not cancel out a dispute, so once we are notified of a dispute the refund would be between the customer and their financial institution.

  Customer Answer

  Date: 08/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  you are in violation of legal aspects of the law. You cancelled my order without refunding  no dispute was processed  you have 24 hours to refund my money or I will file charges and you will face the penalty of the law  

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

  

  Business Response

  Date: 08/02/2024

  We did wish to provide the customer with a refund for the order.  However, as shown in the screenshot of our communication, once they were notified that there would be a cancellation fee the customer advised us they would file a dispute in order to cause a loss to our business.  Since it was clear that they intended to file a dispute we advised the customer that we would not be able to provide a refund and that they would need to work through their financial institution to collect their refund and that we would not dispute it once it was received.  Since it can take some time before we are notified we are unable to know when or if once is in process until the bank sends us the notification.  After being notified of that the customer became extremely hostile and began harassing the representative that was answering the ticket and it has been closed.  Unfortunately, since the customer refused to accept the cancellation fees that would apply to this order since it was still within our standard time frame, and the threat of the chargeback due to those fees the customer would need to work through their bank or card company for reimbursement.

  Customer Answer

  Date: 08/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  A report has been filed with both Illinois and Kentucky’s attorney general for deceptive practices involving theft. I provided proof that there was no dispute processed. 
  

  you thieves will get karma from the law  

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

• Initial Complaint

  Date:07/29/2024

  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.

  On Monday 15 July 2024, I ordered a *********** ****** ******* ***** ******* *** (OSP), Qty: 1) - (Price: $578.49) from your business. ORDER NUMBER:  #*******. Payment Method Check ACH Payment Details Amount: $621.88 Authorization Code: ******** *** Tracking Number: ******************  Delivery Address ****** ***** *** **** * ******* *** ***** * *******, ** *****  After receiving a notification from *** that delivery had been made, I contacted the store on 26 July 2024 to take possession of my new pistol. Upon entering the ****** ****** the store owner stated that upon opening the box, the pistol was not in the box that had been sent by Buds Gun Shop, Lexington, KY. He also stated that he had reported the discrepancy to an employee at Buds Gun Shop * ****, who told him that I would be notified via phone call. This call was never received. Buds Gun Shop should send another pistol, the same Model and Caliber with accessories as I originally purchased. This is between you the *** and ***. I am not involved with this shipping fiasco in any way shape or form. I have not received this pistol, nor have I taken possession of it in any manner with my signature or bill of sale. In this case, this is between your company and *** to resolve. *** will be very interested in this missing pistol and I am sure they will be checking your files and personnel as well as *** personnel having any contact with this shipment. I would appreciate a response to this inquiry and also to correct this issue by sending another weapon to replace my original order. Respectfully, ** *.

  

  Business Response

  Date: 07/29/2024

  We are very sorry to hear about the issue with the customer's shipment.  In this case, our shipping insurance was not purchased for the order.  The shipping insurance would cover the full value in a replacement or refund if an item is lost, damaged, or stolen during transit.  However, due to this being a lost firearm we are still working to assist the customer with the investigation and shipping claim as we normally would if our shipping insurance was purchased.  This investigation is very important as the item could be located if it was lost in transit and the delivery completed during the course of the investigation so we are unable to take action until the investigation is completed.  Once completed we would then be able to see what resolutions are available depending upon the outcome so that we can assist the customer.

  Customer Answer

  Date: 07/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: Even though there was no additional insurance purchased, your company should stand behind their customers when they purchase from you. This would only be a standard operating procedure for companies that actually cared about their reputation for standing behind their customers' orders and to resolve issues like this one. As previously stated, you have my $621.88 in your possession. At no time did I ever take control of this weapon, either by signature or receipt with my signature on it. This makes this an issue YOUR company and the *** need to resolve between you and also **** A company that actually cared about the customers satisfaction, would have had another weapon sent as a replacement with an apology for the matter having happened at all. Now continue with your investigation to find where the fault lies, either at your locations shipping warehouse personnel or at the local *** shipping center where the package was shipped from. There should be more than adequate scanning and surveillance video to track this weapon from start to finish until it was loaded at *** for shipment. The only other explanation would be if the driver (Tampa location) opened the package, removed the weapon and magazine and then re-sealed the package with clear tape and delivered the re-sealed package to the *** holder on ******* ******. The *** holder made sure that when he opened the package initially, he was under a surveillance camera. He has this video available to substantiate the fact the pistol was missing when he opened it.

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

  

  Business Response

  Date: 08/02/2024

  We are working to ensure this issue can be resolved as quickly as possible.  As the customer noted, they did not purchase the additional insurance which would cover the full replacement value of a firearm if it is lost or damaged in transit.  We have attached a screen shot which shows the two shipping options and without insuring the package it does state that we would not be responsible for items that are lost/damaged in transit.  However, because we do want to still provide as much assistance as possible we have started the shipping claim with the carrier, which is the standard practice for every lost/damaged package, as even with the upgraded insurance it would be subject to the investigation and claim being approved.  If the item is not located and delivered upon the completion of the investigation we would be able to go from there as we would then know what options would be available in addition to providing notification of the missing firearm to the ATF as we advised the customer.  We appreciate the customer's patience as *** works through the investigation into what happened with this shipment.

• Initial Complaint

  Date:07/29/2024

  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.

  On July 25th 2024 I purchased an item from Buds Gun Shop in Kentucky. Online it said it was in stock, but I also called to double check and the rep confirmed it was indeed in stock. So I place the order expecting that if it is in stock it should ship within a few days. I then get a notice that this is a "special order item" that will take an additional 7 days to ship on top of the already 3-7 days quoted for actual in stock items. I call the rep and after they tell me this is a special order item again they also mention it has to ship from an affiliate warehouse. So for anyone that doesnt know - they didnt actually have it in stock but they know a distributor that did have it in stock. So they had to ship to Buds Gun Shop and Buds would then ship it to me. After they tell me of the timeline I decide to cancel as I knew of another company that actually had it stock and ready to ship. So I cancel the order. The rep tells me there is a 10% cancellation fee. I did see this at the time of the order and if something was actually in stock and I wanted to cancel I totally get it. This wasnt the case here. It wasnt in Buds possession to charge the 10%. Again if Buds Gun Shop had in stock and it was about to ship 1) I wouldnt cancel 2) I would totally understand getting hit with the charge and there was effort by staff to prepare it. Again - not the case here at all. Question: If its in stock why is it a special order item? So I tell the rep - cancel the order and I am disputing the 10% - which was $140 cancellation fee with my CC company. She puts me on a brief hold to speak her supervisor I am sure and comes back to tell me "if you dispute the charge we will mark your account and you can never buy from us again". So why in God's name would I want to buy from a dishonest company ever again?

  

  Business Response

  Date: 07/29/2024

  We did reach out to the customer to explain our special order processing time frames and policies.  Our special order items are in stock, but items marked on our website as special order items would require additional time to process.  In many cases, these items are stored in inventory warehouses, but due to requirements when shipping firearms those items have to be transported to our shipping warehouse to be shipped out which can cause the items to take longer than our standard 3-7 business day time frame to be shipped out.  We will always ship our orders out as quickly as possible and in some cases special order items could ship out within the normal time frame, but since they may not we do notify customers they could take up to an additional 7 business days to process.  We did reach out to the customer to assist with a refund for the cancellation fees as a one time courtesy.  However, we were informed the payment dispute as already in process so we advised the customer we would accept that once we were notified of it.  Since this was due to a misunderstanding over our special order items we will leave the account open for future purchases.

• Initial Complaint

  Date:07/22/2024

  Type:Delivery 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.

  Placed an order of over $200 on an item and I haven't received it. Talked to customer service and my claim was denied. Horrible customer service and insurance is false advertised. Be cautious when buying from this company, there are better companies that care about the money you spend with them.

  

  Business Response

  Date: 07/22/2024

  We are very sorry to hear that the customer did not receive the shipment.  Our shipping insurance does cover the full replacement value if an item is lost, damaged, or stolen during transit.  When we are notified that an item was not received a claim is started on the shipment to determine if there was an issue with the delivery of the package.  In this case, the package was confirmed to have been delivered correctly and the tracking has a photo showing the correct delivery.  This means that the most likely scenario is that the item was stolen after delivery which would not be covered under the shipping insurance.  This means that the claim was denied meaning we were unable to be reimbursed for the package, and for that reason are unable to issue a refund on replacement.  When there is an issue of a stolen package we would recommend notifying the local law enforcement that the package that was sent was stolen after delivery.

  Customer Answer

  Date: 07/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  There should’ve been an option for signature delivery. There was no option to change the type of shipping . I was home at the time of delivery when this occurred . This was a lost on my part while the company is paid . 
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/23/2024

  We are again very sorry for the inconvenience and we understand the frustration.  We do not have the option to pick specific shipping methods.  In order to provide the fastest service some items, particularly in the case of accessories, are shipped direct from inventory warehouses which may not have access to all shipping options.   For that reason items are setup to ship the same way depending on the type of item they are to ensure that everything can be processed for customers as quickly as possible.  We do pay for the inventory that we ship and for the shipping itself, and the extra shipping insurance is paid to us so that it can be added with the carrier.  If a claim is denied as the order was confirmed delivered correctly, we are unable to get reimbursed for our costs for the item and shipping to be able to provide that reimbursement to the customer.  That insurance would cover any issues that happened during transit, but unfortunately, does not cover any loss, damage, or theft after delivery is made.  That is why we would recommend reporting any potential theft after delivery to the customer's local law enforcement to see if they can provide any assistance. 

  Customer Answer

  Date: 07/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: customer service denies responsibility for package once shipped and there’s no way to file a claim leaving the customer with no other option but to take a lost if any mishap occurs . Lost a customer and I’ll be sure to share my experience to avoid others from dealing with horrible service such as what I received . 
  
  Sincerely,
  
  ***** *****