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:04/01/2024

  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.

  On 3/18/24 I purchased one ****** **** *** ***** ********* ***** ********* bolt action rifle, new condition, from ***************. With shipping and tax I paid a total of $1797.75, and got a cash discount by paying with a personal check. I had been on a list to be notified if this item came back into stock (it was out of stock on their website for a while). They notified me it was in stock and I purchased it that day. The rifle arrived at my FFL, ********** ****, on 3/28/24 and I went there for the transfer and to pick it up. Upon inspecting it I discovered it was a used, not new gun. It was shipped by ***** ***** *** rather than Buds. I refused the transfer and emailed *************** and have had no response. I have no phone number and can't find one for *************** so I found one for ***** ***** *** and called them. After being transferred to ******* she informed me she sent me a new gun and had personally boxed it herself. She refuses to offer a replacement new gun or to offer any remedy. My order number is ******* dated 3/18/24 for $1797.75. ******* did state this rifle had been a display model they had since August, which surprised me, but reiterated it was new and had only been factory test fired. I and my FFL strongly disagree and I have the photos of conditions to prove it is used. I want a new gun in this same brand and model but not the one *************** caused ***** ***** *** to be sent to me. The first lady who answered the phone at ***** ***** *** stated they have great difficulty communicating with Buds and they don't have a phone number for Buds to give me. Update: I did find a phone number for *************** which is ************* I called it 4/30/24 9:55 am and recording states phone reps for online orders unavailable at this time. I went through the options and wanted to speak with the shop but their recording states the Buds Gun Shop kentucky retail staff is unable to assist with online orders. No communications.

  

  Business Response

  Date: 04/01/2024

  We are very sorry to hear about the issue the customer had with their firearm.  We did reach out to the customer to provide assistance with the return of this firearm.  The item shipped from one of our retail locations and it was confirmed that the firearm was factory new.  It is very normal for a firearm to show signs of use as all firearms are test fired by the manufacturer before they are sent to us.  However, as the photos showed it appeared there was some damage to the muzzle break of the firearm, and we are happy to assist with a return due since it was damaged.  We have started the return process to have the firearm sent back so that we can issue a full refund to the customer.

  Customer Answer

  Date: 04/15/2024

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

  Following up on my complaint ******** to BBB and your email response dated 4/11/24, *************** changed the order status to "cancelled" on 4/11/24.  Today I recieved a blind no reply email from *************** stating they have issued a refund check for $1772.75.  Note that my original purchase total was $1797.75, so they deducted $25 without explanation.  There is no phone number or email to contact them; just $25 has been removed.  Copies of original invoice and latest email from them attached.  I ask that you request them to send an additional $25.  I have photographic evidence proving the rifle was used not new; this should not cost me $25 to return.   

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

  

  Business Response

  Date: 04/15/2024

  We apologize for any confusion.  This order was paid with two separate payment methods, since there is a $25 deposit that is made when submitting an order via a mail in payment option.  The email that was sent was sent out by the financing team for the check that was mailed out to the customer while the original $25 payment made with a credit card was returned back to the payment method that was used to place the payment.  The customer has been refunded in full for this order due to the damage that was found on the firearm, as the firearm that was sent was a factory new firearm.

  Customer Answer

  Date: 04/30/2024

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

  Since our last communication, Buds clarified that they refunded $25 to my credit card that was initially charged as a deposite while they awaited my check.  *************** sent me an email at 8:05AM on 4/15/24  stating, "Your check ******* for $1772.75 has been sent..."   Today is 4/26/24, 11 days later, and I have not recieved the check.  I see BBB has closed the complaint and is satisfied Buds took proper and appropriate action.  I am not at all satisfied and feel Buds is continuing their scam. 

  

  Business Response

  Date: 05/01/2024

  We have attempted to reach out to the customer since they have reported they have not received the check at this point in time.  The check was made on 4/15 and would have been picked up by **** on 4/16 to be sent to the customer.  It is possible that the check is currently in transit, or that it could have been lost in the mail.  We attempted to call the customer and left a message they can use to contact us back so that we can discuss what options we have for this refund that was issued out.

  Customer Answer

  Date: 05/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I do not have a refund check in hand, their response is causing further delays in which I've agreed to wait until 5/4/24 to see if a check shows up, and if not, then I have to contact them at which point they state they will put a stop payment on that check, then after that send a new check out 4 or 5 days later, so this is going to take at least several more weeks to resolve.  I asked them to stop payment immediately and to send a new check by traceable carrier such as Fed Ex overnight immediately but they refused.  They state they are doing everything they can to resolve this.  I disagree, they are not.  So I continue to be stuck without a refund check.  I will not agree to close out this complaint until I have a refund and the funds clear when I deposit it.  This entire transaction has been pulling teeth and it continues to drag on and on due to their actions, or inactions.  I appreciate that they want to resolve my complaint but they have not adressed and remedied the root cause of it, and quite frankly, based on my history with them in this transaction, I do not trust their words.  "The check is in the mail."   It was allegedly mailed 4/16 and today is 5/1.   
  
  
  
  Sincerely,
  
  
  
  *** *******

  

  Business Response

  Date: 05/06/2024

  We understand the frustration in not receiving the original check and we have worked with the customer in order to resolve it.  We did advise the customer that the original check was sent out on 4/16 and that it was very possible that it was just stuck in transit if they would like to wait to see if it arrives.  We did offer to start the check cancellation process that day if the customer would like, but did advise that process does take a few days for us to confirm the check is cancelled before we can issue out a replacement.  The customer opted to wait until Friday 5/3 and if the check is not received they would contact us to issue a replacement.  We did get notification from the customer that it was not received at that time and our financing department did issue the cancellation request that Friday.  As of today, 5/6, the new check has been created and it should be picked up by **** as of tomorrow to be sent to the address we have on file for the customer.  We again understand the frustration and we do want to make sure that the customer is able to receive their refund as quickly as possible, but as the order was paid via a mail in payment we are only able to issue the refund back via a return check.  If there are any issues the customer is able to reach out to us again to notify us and we will be happy to assist.

  Customer Answer

  Date: 05/07/2024

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

  I do not yet have a refund check in hand and am not willing to close out this complaint until I do recieve and deposit a check.  Further, business refused to send by a trackable method, saying they can't do that, which is easily accomplished, for example **** priority mail envelope or fed ex, so I just have to take their word for "check is in the mail."   I'll wait for this new check to arrive.  If I accept this business response as resolving my complaint I may end up right back where I started from - no refund in hand.  A lack willingness to send a check with tracking is puzzling at this point.  
  
  
  
  Sincerely,
  
  
  
  *** *******

• Initial Complaint

  Date:03/28/2024

  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.

  I purchased a new firearm from this online vendor. It was defective. When I tried to return it, they would not honor their stated returns policy written on their website. Their policy states:
  
  Used Guns: Customers have 10 calendar days from the date of transfer to request a return, unless the Buds Lifetime Warranty is purchased. *************** will accept a return on your used item for a full refund during this time frame if the item is malfunctioning. Shipping arrangements for the used item will be made solely at *************** discretion.
  If items are found defective upon receipt, *************** will provide YOUR CHOICE of a replacement item (pending availability) or full refund AND pay the return shipping cost. For your added convenience, *************** will also arrange for the defective items to be picked up and returned to us by the original shipper (for firearms only).
  
  Clearly the firearm was used. How else would I know it to be defective. I tried to return it three days after receiving it. Don't buy from this online vendor. Use a local gun show that will honor their own policies.

  

  Business Response

  Date: 03/28/2024

  We are very sorry to hear the customer was not happy with their firearm.  However, as the customer noted in their initial message, they purchased a new firearm, not a used firearm.  So our used gun return policy would not apply.  Our return policy for factory new firearms states that we can only take returns of a firearm before it is transferred, if any issues are found after the transfer has been completed for a factory new firearm those would be covered under the warranty offered by the manufacturer.  The manufacturer would be able to assist the customer with the issue under the terms of their warranty.  We have offered to provide the customer the information so that they can start this process.

  Customer Answer

  Date: 03/28/2024

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

  The firearm was new when I bought it. Now its used. How else would I know that it was defective other than using it. Your policy is very clearly written and you should follow your own policy.

  I will never shop at Buds Discount Scam shop again.

  ****

• Initial Complaint

  Date:03/11/2024

  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.

  failed to ship , even tho i was told from day 1 that it was not an inventory problem, just busy--2 weeks after payment cleared was more of the same--"election year, and we're swamped and can't find any help" and after 3rd week went by still the same, and was never told why it didn't ship, so i tried to get a refund but only managed a partial one-and if you give them a 1-star review on their site they won't post it, so it makes me wonder how many multitudes of 1-star reviews there are that public will never see??

  

  Business Response

  Date: 03/12/2024

  We are very sorry to hear the customer was unhappy with their order.  This order was placed on 2/16 and there was not an issue with the inventory for the order.  The order was submitted via electronic check which does take 5 business days to fully process and clear on the order.  It is normal for customers to see the funds be deducted within 24-48 hours but the payment does take the full 5 business days before it is deposited into our account.  In this case the funds were cleared on 2/26 and the order was moved into our shipping department.  Unfortunately, the FFL's license that was selected expired in March, and this led to the order being unable to process due to the item not being able to be delivered before the FFL expired.  We notified the customer of this and it was updated on 3/1.  This did mean that the item had to begin processing again which is what caused the delay.   We were then contacted on 3/9 which was on a Saturday, and would have been just after the 5th business day for the item that had begun processing again, that the customer would like to change the order.  Our team tried to assist with changing the order per the customer's request and even offered to waive the cancellation fee on the original item, but the new item was more expensive and we were unable to collect a payment for the difference in price between the two items.  We then offered the customer a full refund for the firearm that was cancelled, we could not refund for the accessory that had shipped out on the order and was already received since that item did not require an FFL to be shipped.  In relation to our reviews, our website does state that reviews are meant to be for the products themselves.  We will post any reviews that are submitted, good or bad, if it is in relation to the product.

  Customer Answer

  Date: 03/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: only half truth  --real story is gun ordered on 16th of feb-24-they say it could take 5 days to clear,but it wasn't untill the 23rd when they told me me that funds were received,but be 4 more days to run trough their system. They were given a new ffl within 24 hrs from when i was notified the original one was expired.On 1st i was told item was in shipping ,waiting to be sent out. Four days later and still getting "sorry for delay"",were swamped" ect. On 3-6-24 it was more of the same "we apologize for the delay,and are making every effort to ship".After a few more days went by it was obvious the gun was not in stock so l attempted to have something they had in stock sent in its place.I tried to call but was told their lines were down,and it would do no good to call the store because they couldn't handle online things.I got through on the 11th and completed the swap and thought at last we were moving forward,however 10 min later i was called back saying i owed more money,because the new gun cost more than original one which l already knew, but because of it having less cost for insurance,which l  go off their order form,they already had more than enough of my funds to cover the new purchase.There was a magazine in the original order,which i was told cost little to insure and ship yet they want to charge 65.70 for a 49.99 item.I was never told why my gun didn't ship, and wasn't even given a chance to get a full refund.i would gladly send back the magazine if they would give me a full refund.As of yet i've gotten nothing.As far as post goes they say they will not post profanity or inappropriate comments unrelated to the product being reviewed, but mine was neither,it just told the facts and the truth does not make buds look good,so i'm sure there are others that won't get posted either.

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

• Initial Complaint

  Date:03/11/2024

  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.

  I ordered Ruger Precision .22 magnum rim fire. I’m a “Team Buds” member (or at least I was). I’ve ordered 3 additional guns within the past 2 months. I’m a good customer and a good guy. I’m not so sure about Buds. When ordering on line, I executed a search to locate the item I was interested in. A few options were presented. I selected the version with a 15 round magazine. I was also presented a version with a 10 round magazine. Who wouldn’t prefer the larger magazine? Less reloading. That’s the sole reason I selected the 15 round version. I finalized my order. Paid for the gun and checked out. The next day or so I received notification from Buds about an issue with my order. I called them. I was informed that the 15 round magazine was illegal in VT. News to me. I was not familiar with the law. But it did come to my mind that Buds was aware of my location when I was building and finalizing my selection. They failed to notify me then. Why even present the 15 round version of it is illegal in my State. I believe it is done intentionally. I’ll explain. So I told Buds it was fine to “fix” my order and ship out the 10 round version. All set I thought. However, I had yet another conversation with a Buds Tesm member who told me that the 15 round magazine was legal in Vermont. She said it was legal because it was antimatter cartridge. Great Intjought. I prefer the 15 round magazine anyway. So the order was amended yet again. It’s important to note that in neither case did I tell them what to provide. They made obviously incorrect information stating I could utilize the 15 round magazine in VT. I feel largely dependent on Team Buds on something like this. The gun was shipped to my FFL in Vermont. I was wondering which version I ended up with. So I called Team Buds. I elevated to supervisory level. They “took” my magazine with out replacement. They resell them for profit. I objected and got blackballed. They blocked my inbound calls. They “steal” customer magazines

  

  Business Response

  Date: 03/11/2024

  When a customer logs into their account they receive a pop up advising them to make sure that the item they are interested in meets their state's regulations and links them to our page that lists those regulations.  In this case, the customer did select a 15 round firearm and an additional 15 round magazine.  When checking out the customer selected our "Magazine Removal Service" for the firearm which as we state does remove any high capacity magazines to allow us to ship the firearm.  However, we still had to contact the customer to advise that we could not ship the additional 15 round magazine that was placed on the same order, and when the first representative spoke to him we did change that additional 15 round magazine to a 10 round version.  The firearm was okay to process as the magazine removal service was selected which meant that the included with the firearm would be removed and we would ship the separately purchased 10 round magazine to the customer.  There was a mistake made by a second representative, after the magazine was shipped, who stated that 15 round magazines could be sent to the customer.  However, as we have advised the customer that was a mistake as they misread the restriction and that has been addressed with the representative.  We advised the customer that the firearm would have to have the magazine removed as was originally requested and when the customer demanded that we replace it we advised we could not.  We attempted to advise the customer that the magazine removal service can not substitute due to our price for the firearm not changing and that we are unable to resell any items removed from the firearm.  Those magazines are disposed of and we cannot make any sales on them.  However the customer hung up after calling us thieves, as they did above, and threatening legal action so we issued a return to sender as it was clear the customer did not want the item without the magazine and we have issued a full refund.

  Customer Answer

  Date: 03/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  The response from Buds is as I anticipated. They don’t care about customer service. What they do care about is all the profits they are booking using a deceptive business practice.The “magazine removal service”. What service? It’s more like a theft. In my case, it’s obvious they care more about defending this vile practice than retaining good customers. My purchase history proves I was a very good customer. But no longer. I refuse to be treated as such. Buds is well aware of any “magazine restrictions” in the States that have them. I content they could eliminate all this confusion up front. But that would also eliminate the “magazine removal service profit center”. They could have easily red flagged my order and routed me to the correct size magazine. They could take it one step further by only presenting compliant items to begin with. This action creates customer angst. Rest assured there are many others treated as such. Buds defense is they claim the service was authorized by me. Rather I believe it is automated. If not, it falls into the category of “fine print”  No one reads the fine print and Buds is aware of this. Most are just trying to get to payment and finalize. It’s a foolish policy in my view because it destroys customers  Most businesses want you to come back to buy more. They must be doing pretty good profit wise with this. Buds sells Nationally. I find it hard to believe that if this was elevated to an executive or ownership level, that it would have gotten to this point  I feel there’s a vindictive employee involved who doesn’t want this issue elevated within. A magazine typically costs $20-30. So why not just swap the magazine for one that’s compliant? Because there’s no profit in that and they don’t give a rat’s ass about repeat business. This sort of sleazy activity could also be illegal. Not sure  But it is certainly distasteful.

• Initial Complaint

  Date:02/23/2024

  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.

  I placed an order for Beretta APX carry that was listed on ***************. Due to their very poor customer service, and abnormally long "processing" delays... I requested the order to be canceled and money returned. Customer service agreed to cancel the pending order. I was told my customer service I would be issued a full refund. Today, when I called to inquire about my order.. I was told that they were keeping my money and the firearm. This is unacceptable and theft.

  

  Business Response

  Date: 02/23/2024

  We are very sorry to hear the customer was upset with their order.  After reviewing this order there were no processing delays that had occurred.  This order was initially placed on 2/12 via an electronic check payment method.  We do advise our customers that this payment process does take 5 business days to fully clear as we would not receive the funds until that process is completed.  This process does not delay orders as we also advertise that our standard order processing time frame is 3-7 business days for all orders and payment methods.  With electronic checks we begin processing the orders once they are submitted with the payment initialized, so those orders should ship within 5-7 business days as long as there are no issues with the payment clearing.  The customer contacted us on 2/14, which would be the 2nd business day, to get a status update and upon us requesting the customer confirm their information to ensure we did have the correct order pulled up so that we are sure we are providing the correct information the customer became extremely hostile and informed us they would be contacting their bank to stop the payment.  Since the customer stated they would be starting that process any refund would be between them and their financial institution.  

  Customer Answer

  Date: 02/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Show me the proof that I was disputing the ACH payment. I was told by your hostile staff that the payment would be reversed/returned after 5 days and I agreed to that. As of today, BudsGunShop has failed to refund my money or ship the item in question. In a later conversation, hostile staff clearly stated they were keeping my money and call my bank to deal with it. Unless it’s a case of fraud, the bank will cannot get my money back. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 02/28/2024

  We were informed by the customer that they intended to dispute the charge when we were initially contacted regarding the order.  Below are the messages that we received, edited only to remove the profanity that was sent:

  ******* ****** II
  
  Are you ******* kidding? I had to login in order to chat with you. **** you then just call you ********, after I dispute the payment with my bank. **** you and gun shop

  ******* ****** II
  
  This is ********… this waste time. I will just call my bank. Then call you folks.

  These messages were sent in response to us asking the customer to verify their information to ensure that we have the correct order number pulled up.  This is done for two purposes, to ensure that we are providing information to the customer on the order only, and also to ensure that we have the correct order before giving the information as it is very possible for a number to be transposed or entered incorrectly.  Unfortunately, when it comes to payment disputes it can take weeks or months for us to receive notification from the bank regarding the stopped payment, so we can only go by the information the customer provided to us.  We again recommend the customer reach out to their financial institution for more information on their processes with a disputed payment.

  Customer Answer

  Date: 03/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  As of today, my money hasn’t been return. My bank has verbally informed me that the seller needs to refund my money. or, allow my bank to take the funds back. According to my bank, Buds Gun Shop had money in their account in fewer than 72 hours. There is NO excuse for Buds Gun Shoo to keep my $354.74 without providing a product or service. This is nothing but theft of funds. 

   

   

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

  Customer Answer

  Date: 03/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As of today, my money hasn’t been return. My bank has verbally informed me that the seller needs to refund my money. or, allow my bank to take the funds back. According to my bank, Buds Gun Shop had money in their account in fewer than 72 hours. There is NO excuse for Buds Gun Shoo to keep my $354.74 without providing a product or service. This is nothing but theft of funds. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 03/14/2024

  As we have notified the customer any refund would be between them and their bank due to them disputing the payment based upon their comments made and an issue on another order.  Another order placed on the same day, order number *******, has the customer's name and address under a different account.  This order was placed also using an ACH payment method but was changed to a credit card payment.  We then issued a refund on the ACH once it cleared on 2/19, but then were notified later by the bank that the payment had been unfunded in addition to the refund that was already issued.  As for the ACH processing time frame we do advise our customers that it does take 5 business days to fully clear.  It is normal for customers, and their banks, to see the funds deducted from the account within 24-48 hours.  However, that is the funds being removed by our payment processor, they will then process the payment and clear the funds and once that is complete we would receive the funds on the 5th business day.  This process cannot be sped up, and it is possible for the payment to be denied during the process so we cannot treat an ACH as funded until the funds are deposited into our account which is why we advise our customers that all ACH payments take 5 business days to clear.  This process does not delay orders however, as we start processing orders when they are submitted so assuming that the payment does clear the orders should still ship out within our advertised 3-7 business day processing time frame.

• Initial Complaint

  Date:02/21/2024

  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.

  Buds seems to think it's okay for a pistol to be traveling for more than 2 weeks. Instead of 2nd day air, or priority mail or *** ** ****** Buds thinks **** ****** advantage is the best way to get a package to Alaska. Funny how every other online retailer I've bought a firearm from *** *** *** airs it to Alaska.

  

  Business Response

  Date: 02/21/2024

  We are very sorry to hear the customer is unhappy with their order.  We do ship via 2nd day air for our hand gun shipments in the lower 48.  However, for shipments going outside the lower 48 our shipments are sent via ****.  There are many reasons for this including requirements for customers and FFLs that can only receive deliveries via ****.  We do use **** ****** advantage when shipping our firearms they must ship adult signature required, which is unfortunately not an option when shipping with USPS priority mail.  We of course understand wishing to get the items as quickly as possible but shipping times to Alaska would generally take longer than items shipping within the lower 48.  

• Initial Complaint

  Date:02/19/2024

  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.

  I purchased a Smith and Wesson Volunteer XV from Buds, with a lifetime warranty. I received the firearm on a Friday evening and took it to the range the following Saturday morning. The gun jammed every 2 or 3 rounds and it took all my strength to pull the charging handle and clear the jam. I reached out to Buds right after leaving the range. The gun had been in my possession for less than 24 hours at this time and I was told to reach out to the manufacturer. I explained to Buds that I had purchased the firearm from them and not the manufacturer to which they replied "You receive it from us the same way we receive it from the manufacturer." So I attempted to reach out to the manufacturer and have not received a response in almost a week. In the meantime, I disassembled the rifle, cleaned and lubricated it and still had the same issue when firing it yesterday. I pay Buds an extra fee to be part of their membership program called "Team Buds", because their website makes it seem worth while. However, after making many purchases that have been dissatisfying, it is clear that being a Team Buds member, or doing business with Buds in the first place, isn't worth the money.

  

  Business Response

  Date: 02/19/2024

  We are very sorry to hear that the customer had an issue with their firearm.  Factory new firearms would be initially covered by the original manufacturer's warranty.  We do show that the customer has purchased our supplemental lifetime warranty, which would cover any manufacturer defects for the lifetime of the firearm after the original warranty has expired.  In this case, since the firearm was recently purchased it would still be covered under the original warranty so we recommend reaching out to the manufacturer for any repairs under their warranty.  Once that warranty is no longer available then the customer can reach out to us for any assistance with any defects found on the firearm.  We were notified that the customer was able to reach the manufacturer and they are providing a replacement magazine as they believe that will resolve the issue.  The customer has requested that we issue a refund for the membership that was recently purchased along with a new layaway order and we have processed those requests with a full refund for each.

  Customer Answer

  Date: 02/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As you can see via the attachment, I did purchase the lifetime warranty for this firearm. I do appreciate the refund for the membership and the layaway firearm.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 02/20/2024

  That is correct, as we stated the customer did purchase the supplemental lifetime warranty that we offer.  As stated before, being that the warranty is supplemental it would go into effect once the original manufacturer's warranty is expired or no longer available.  At this time the firearm would still be covered under the original warranty offered by the manufacturer so we recommend the customer contact them for repair through their warranty.  In this case, we were notified that the customer was able to reach the manufacturer and they recommended trying another magazine which they have provided.  If that does not work we would recommend that the customer notify them of any issues so that they can continue to assist.  If there are any defects with the firearm once the warranty from the manufacturer is no longer available we would be happy to assist the customer under our supplemental lifetime warranty that they have purchased.

  Customer Answer

  Date: 02/20/2024

  
  
  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.

  I apologize. I misread the previous message. I thought you said I had not purchased the warranty. Thank you for your assistance 

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

  
  

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• Initial Complaint

  Date:02/19/2024

  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.

  I purchased a rifle for $498 from ***** ***********
  
  *************** is advertising an upgraded model to what they "actually send out". So I purchased this gun from them and they sent out a cheaper version instead.
  
  I noticed the flip up adjustable sites were missing when I went to pick up the firearm from the ffl. I called customer service before I left the shop and was told they would give me a credit to fix the situation if the manufacturer didn't fix it first.
  
  Once I got home I noticed it was not only missing the flip up sites it was also missing the ATI Sr-1 buttstock and rubber overmolded grip. I called to try and fix the issue and they informed me I would need to spend a $25 ("restocking fee") to return the gun for a refund.
  
  So even though they messed up and sent out a gun, which I've found elsewhere for $329, that is not the correct gun I purchased .....they want me to pay to restock it.
  
  They have horrible customer service and I will never buy here again. I've purchased several firearms online and have bought from them before and have never had this problem before.
  
  BUYER BEWARE!!!!

  

  Business Response

  Date: 02/19/2024

  We are very sorry for any inconvenience and confusion.  After reviewing this order the firearm that was purchased was listed at $357, the final order total was $498 as it included 7 additional boxes of ammunition, shipping, sales tax, and the supplemental lifetime warranty that was added for the firearm.  All of our items are priced based solely on our cost.  This means that we price based on what we pay for the items, not based upon features or accessories included.  We do understand in this case that the item was listed incorrectly and we apologize for that, but because of the way the item was priced the customer did receive the item that was paid for.   However, at this time we are working with our supplier to see if there is a possibility of getting the parts that were missing from the original listing for the firearm to provide to the customer due to the listing error.

• Initial Complaint

  Date:02/06/2024

  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.

  I purchased 7 boxes of 9mm ammo. Three boxes arrived. The condition of the 3 boxes was old and warped. The shipping box was large enough to hold more than seven boxes. In fact, brown paper was used to fill in the excess space. That indicates that it left Buds with only 3 boxes. No insurance is necessary since the box came in tact and sealed. Tried contacting Buds and never received a response.

  

  Business Response

  Date: 02/07/2024

  We are very sorry to hear that the customer did not receive the entirety of their order.  Upon reviewing the order we did receive an email from the customer notifying us of the issue on Sunday, 2/4, and we did reply to the customer on Tuesday, 2/6, requesting information so that we can assist the customer with the issue.  When there are products missing from the package we do verify with our warehouse that the order was packaged and shipped our correctly.  After that we would start a claim with the carrier which requires us to have photos of the packaging and the contents to send to the carrier.  At this time we are waiting for that information to be sent in to us so that we can proceed with the shipping investigation and claim.  

• Initial Complaint

  Date:02/05/2024

  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 12/11/23 I purchased 5 items on multiples quantities (ordered #*******) and I did not received one of the item of 10 quantities. I called ************** and explained to them that the box weight is only 26lbs rather over 43lbs. They claimed the ***** damage the box during shipping and rebox and relabel it. But not 1 out of the 10 made it in the box. As a shipping manager in my previous career, I have not never heard nor experience shipping company reboxing and relabeling shipment. The shipping company will tape and fix the original box. ************** email instructions and I have replied to them on 12/20/23 and never received a responses back. Below is the email they sent me. I never got claim nor reference number regarding my claim.
  
  
  
  Call Center <********************>
  
  Dec 20, 2023, 11:19 AM
  
  to me
  
  
  I do apologize to hear about the issues with your order. Our shipping
  hub advises that they sent the product as ordered. We will need to have
  the order reviewed by the claims team. The claims team may need to open
  a claim with the shipping carrier. To request the review from claims we
  will need the following.
  
  Images of all 6 sides of the shipping box
  Image of the shipping label
  Image of all products and packing material received
  Image of the products and packing material arranged in the box how it
  appeared when you opened it
  Your preference on a refund or a replacement for the missing product in
  the event that the claim is approved
  
  Please reply at your earliest convenience.

  

  Business Response

  Date: 02/05/2024

  We are very sorry for the inconvenience.  We have reviewed this order and found that the email with the photos was received but due to an error it was not forwarded to our claims department for the shipping investigation to proceed.  We have rectified this issue so that we can ensure that the investigation can begin with the carrier and we can start the claims process.  This process can take some time depending on the shipping carrier's investigation but once we have a response from them regarding the claim we will notify the customer so that we can resolve the issue.

  Customer Answer

  Date: 02/10/2024

  
  
  Complaint: ********
  
  
  This is unacceptable, how much more time, a month, a year. You guys need to investigate your shipping department and customer service. If the shipping label in those pictures were printed by your employee and the box is the same one you use, then its your shipping department not the shipping carrier. Furthermore, your customer service / call center needs more training. I called multiple times and I never received a confirmation nor reference number nor a call back. How do you guys have  A+ rating from BBB when you can't even ship products within a month and with this customer service?
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 02/16/2024

  We understand the frustration as not all items were received by the customer.  However, upon the completion of the investigation it does show that both tracking numbers were shipped correctly and received by the FFL.  We have reached out to the FFL and they stated that the ammunition was received but that one part of the shipment was mistakenly put into their inventory and not provided to the customer.  After working this out they advised us that they would work with the customer to provide compensation for the ammunition that was not received.

  Customer Answer

  Date: 02/24/2024

  
  
  Complaint: ********
  
  
  This is unacceptable. First, I was only provided with one tracking number. Second, the shipping label on the package I picked up has no indication of a second package. Third, the packing list indicated that all items were in one package.

  You guys are blaming at the FFL for mistakenly putting the items into their inventory. Did your shipping department put my name on the that second package? Did you guys notify me of a second package or provide me with a second tracking number? Why would the FFL give me two packages if my name is only on one and I was informed by your company that I have one package shipped to the FFL.

  Your company sells firearms and ammunition. You guys have to do better than that and properly train your shipping department and customer service department. It took more than two months, the BBB and the ******** ******* ** ********** to get this resolve.
  

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