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: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,
  
  ******* ******

  ***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: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,
  
  ****** ******

• Initial Complaint

  Date:01/30/2024

  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.

  On 1/29/2024 I purchased a DDH9 pistol using Buds Gun Shop's layaway feature. The order went through but wouldn't let me pay the 20% down for the transaction. Upon waking up to call customer service, I find that buds removed my order from my account, and raised the price of the product from $1000.99 to $1299. No emails were ever received. I then called customer support. They confirmed that I did place an order but that it didn't go through. I asked if I could be provided a discount code to get the original price, or something similar because I agreed to purchase at one price and then they canceled my order and tried to get me to pay more money. They said they could not. I was then transferred to a customer support manager who was equally unable to help me with this ridiculous issue. He told me to request a price match explaining my situation. The price match was denied so I have decided to contact BBB to escalate this complaint past their internal systems. To make this issue even more bizarre. I had sent the link to this DDH9 pistol to my father and he purchased one as well with no issues at the cost of $1000.99. So, I know for a fact that they did list this for this price. I would need to bother him for his order info, but of course it's not my account that order is under so I don't know how much good it would do outside of confirming I'm not some schizo who's making this up. I want the price matched to what I agreed to pay. Or I want store credit to make up the difference. What's the point of paying for a membership if the store only accepts orders that they make more money on and screws paying members. How Buds expects someone to purchase from them when their prices are never better and then on the rare occasion they are, they cancel your order without telling you is totally beyond me. My further experience with buds if this isn't fixed will be this. Never purchase from them again, tell everyone I know that they are scammers, and hope that people read this.

  

  Business Response

  Date: 01/30/2024

  We are very sorry for any inconvenience.  We did not experience any issues with our order or payment processing.  In most cases if a payment is declined it is due to the billing information not fully matching the card being used.  When a layaway order is received it does require the 20% deposit to be submitted so that we can secure the item on the order.  If that deposit is not paid then they order is not held open and it is automatically removed from the system.  It is not manually cancelled, this process happens if no payment is submitted within a few hours of the order being submitted, once the deposit is paid then the order is held for the length of term based on which layaway option was selected.  Unfortunately, since this order was not paid we were unable to secure the firearm on the order.  All of our inventory is priced based off of our current cost.  As we sell inventory we may have to pull items from our warehouse that came to us with a different cost and that means that our price will automatically update to reflect this change in our price.  Since this is based on our cost increasing we are unable to adjust the price back to an older price.  However, as was noted to the customer, if an item has a price match request button it is possible to request a price for us to match.  This is still based on our cost, and is part of the automated price system, so this means if the price was not accepted we are not able to provide the item at that price due to our current cost.  After reviewing this item it does show that it is out of stock at this time, so we cannot place any order for the firearm until new inventory is received, and since all of our pricing is based off of our cost we cannot forecast what the price will be until it is received.

• Initial Complaint

  Date:01/17/2024

  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 12/31/23 I had ordered the MC 14T based on the image advertised, though there is a disclaimer it doesn't justify providing a pistol with a different magazine, all things considered. The Support Rep. stated that "this item does not mention having a loading tool included?", well neither does it mention that the mag with loading tool is sold separately. The product image shows mag with loading tool and that was a particular item that I based my purchase on. It will cost me $8 + $10 shipping to order separate loader. There are plenty of images available that show the MC 14T with the standard 13 round magazine vs the magazine with loading base-plate tool.? The Rep. also states that "The loading baseplate tool is sold separately, according to EAA" -- I did not buy this from EAA, I bought this from Bud's Gun Shop?. Simply put, I found the Customer Service Rep reply rather insulting. I had suggested that Bud's modify the description to state that a standard mag is included and mag with loading tool is sold separately, or simply change the pistol image on the website. Regardless of any disclaimers, this boarders on false advertising. Following my customer service contact the website image was changed, but Bud's refused to correct their error (I had asked to be reimbursed the 18 dollar cost of ordering the loader).

  

  Business Response

  Date: 02/05/2024

  We are very sorry for any inconvenience.  All of the images on our website are stock photos and may not fully represent the item that is listed.  Unfortunately, in this case the stock photo of the item did appear to have an additional accessory, this item was not listed in our description as coming with the item.  We do understand the customer's expectations and if the customer did not wish to have the firearm without the accessory we would have been happy to assist with the return if the firearm was not transferred.  However, the customer did opt to take transfer of the item without the accessory included which meant that it was now a used firearm so we would no longer be able to process a return on the item.  As for pricing, all of our items are prices based solely on our cost, and not based on items that are or are not included.  This means that the price that was listed and paid for the firearm was correct for the firearm that the customer received so we would not be able to provide the accessory, or a partial refund for the accessory.  We have also updated the stock photo once we were made aware of the issue to ensure that the image does better reflect the product that was described.

  Customer Answer

  Date: 02/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: The business states that " We have also updated the stock photo once we were made aware of the issue to ensure that the image does better reflect the product that was described".

  I understand the risk of buying (and not buying) online and consider this complaint closed.
  
  Sincerely,
  
  ****** ** ****

  

  Business Response

  Date: 02/07/2024

  We apologize again for any inconvenience.  We do have the disclaimer listed on our website to advise customers to ensure that the item shown in the image matches the description provided.  Since this item's description did not mention that it came with the magazine loading tool that would mean it was not included.  As noted before, we can understand the confusion, but we were using the stock photo that was provided to us for the listing.  This is one of the reasons we ask customers to fully inspect the item at their FFL dealer before accepting transfer so that if anything is missing from the item, we can still assist with processing a return if they are unhappy with the product.  However, once the transfer is completed we can no longer process a return as that would mean that the firearm was transferred to an individual and would be considered a used firearm from that point, even if it is unfired.

  Customer Answer

  Date: 02/07/2024

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

  Response does not rectify the advertising error at time of sale.  I would like to close out the case, but not at the expense of having to accept explanation of me having received item at time of delivery.  I accepted delivery because I thought that the incorrect magazine could be easily rectified and was satisfied with the mechanical condition of the item.
  
  Sincerely,
  
  ****** ** ****

• Initial Complaint

  Date:01/12/2024

  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.

  In 37 years, I’ve never been treated so poorly by customer service personnel. I placed an order for a Cimmaron 1851 Navy on Saturday. When I logged into my account on Monday to check its status, the order showed as being cancelled. I was baffled, considering my bank account had already been charged and I wasn’t notified of this cancellation via text, email, or phone call. That’s a reasonable expectation, is it not? When I called to inquire, I was simply told that “Bud’s doesn’t feel comfortable doing business with you.” An hour later, after being berated by their supervisor (****** I was finally able to speak with a Manager ******). His disposition wasn’t any better, and he proceeded to tell me that Bud’s doesn’t do business with “unreasonable” customers. Apparently the issue stemmed from a transaction that took place over nine years ago, in which I purchased a CZ handgun— a transaction I had long since forgotten about up until the following events jogged my memory. You see, In 2015 I had never done business with Bud’s before, and negative reviews for their company were very prominent at that time, but they were the only ones I could find that had the CZ Compact in stock. I was anxious after not receiving any indication that my order had even been received (it wasn’t visible in order history, and I never got an email confirmation), despite having been charged for the firearm. When I called to express my concern and desire to cancel the order, I was told that I’d be charged a 10% restocking fee for an order that hadn’t even been pulled or processed yet! I threatened to take the issue up with my credit card company (whom sided with me on the matter), and I’ve apparently been black-listed by Bud’s as a result— even though they never communicated this to me. Bud’s took an inordinate time to issue a refund.

  

  Business Response

  Date: 01/12/2024

  We have spoke to the customer regarding the status of their account.  The issue in question did stem from an order from 2015 where a firearm was ordered and 3 days later we received a contact from the customer asking to cancel the order as they felt we were not reputable business.  We advised the customer that we maintained an A+ rating with the BBB and that we were working to process the order as quickly as possible, and we had sent email notifications to the email address provided by the customer, but the customer wished to continue with the cancellation.  We advised the customer that there would be a 10% cancellation fee, not a restocking fee, which the customer agreed to when placing the order.  However, when informed of this the customer stated that if we attempted to asses the fees which were in place only to offset costs we incurred with processing the order, they would initiate a charge back with their bank.  Due to that threat we advised the customer that we would instead issue a full refund and just part ways.  The account was closed to prevent future transactions at that point.  In the case of this order the customer placed the order it was placed over the weekend and once our processing team came in on Monday the order was cancelled and the refund was issued.  We wish the customer well wherever they choose to shop in the future.

  Customer Answer

  Date: 01/12/2024

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

  It’s deeply upsetting that Bud’s resorts to outright lies in order to shirk their responsibilities. For my initial transaction with them, I waited over a week with absolutely no response regarding the status of my order— no receipt, no order confirmation… nothing. That’s why I was so incredulous about being charged a 10% cancellation fee, and I don’t think that’s being unreasonable in the least. Bud’s management was rude and condescending; they simply have no business being in customer service. Bud’s owes it to their customers to inform them of order cancellations as well as the reasons for those cancellations. If my account was closed (as they claim), why was I able to login using my credentials and place the order? It took several days for the issuance of a refund and this tied up the funds I would have used to purchase a firearm from another -honest and reputable- business.

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

  

  Business Response

  Date: 01/22/2024

  We are very sorry for any confusion.  As we stated the original order that the issue was on was not over a week old when we were contacted.  The order was placed on Tuesday, 9/22/15.  We were contacted that Friday on 9/25/15 regarding the time frame and eventually the cancellation request.  This would have been the 3rd business day of processing, and well within the standard 3-7 business day processing time frame we advertise..  We are sorry to hear the customer did not receive the automated emails, but two were sent out on 9/22.  Those being the order conformation and the status update showing that the order went from pending to processing.  These were both sent to the email address provided on the account when it was created.  As stated previously since we do invest time and money into securing and processing the order we do charge a 10% cancellation fee in order to cover costs incurred.  These are in the terms and conditions that the customer agreed too during the checkout process.  Unfortunately, once informed of this as the customer stated they would file a dispute with their bank and as such the account was closed and future orders would not be processed.  As for this order the order was placed on Saturday 1/6 and once we became aware of it the cancellation and refund was processed on the first business day, Monday 1/8.
  
  

• Initial Complaint

  Date:01/11/2024

  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.

  I paid Buds Gub Shop a yearly Membership Fee, for courtesies when purchasing or selling Firearms and customer access. I recently paid my layaway in full, but Buds hasn't shipped my purchase and refuses to answer my emails and the phone system seems to be out of service. This is the second time this sort of treatment has occurred. The normal shipping time is 3-7 days it's been over 10 days. The last time they sold my layaway and only offered my money back without extra restitution. And if this is the case what is the purpose of paying a yearly membership which is supposed to guarantee preferential treatment above regular customers. I would like my layaway purchase 576.75 which I paid in full, plus some form of punitive compensation because my 39.98 Membership fee entitles me expedited shipping plus preferential customer service access non which I am receiving

  

  Business Response

  Date: 01/12/2024

  We are very sorry for any inconvenience.  We do advertise that our standard processing time frame is 3-7 business days for orders to process and ship out once they are paid in full.  Unfortunately, due to the holidays and the volume of orders that were processing this order was delayed a bit and shipped out on the 10th business day.  We did receive several requests for updates on the order which we did respond to with the information that the order was still processing and we would ship it out as quickly as possible.  However, we do see that the customer has an email address with Comcast.  We are aware that many customers have issues receiving our email contacts with that company as they block our emails.  Unfortunately, we have no way to ensure the emails get through the block on our end and we can only recommend customer's having this issue try to get a free email with a different domain to ensure they can receive our replies  As for the faster shipping for Team Bud's members that feature would only apply to specially marked items know as Fast Track items, and would only apply to orders that are paid in full with a credit card payment, it would not be applicable to layaway orders.  We are always happy to assist if the customer has any questions or would like any updates.  We can be reached via the LiveChat service on our website, or through the Team Bud's hotline for members which can be found here:
  ****************************************

  Customer Answer

  Date: 01/12/2024

  
  Complaint: ********
  
  I am rejecting this response because: Because #1) I phoned them(Buds) several times and there phone system was down. #2.) I receive non-stop email sales circulars from Bud's Gun Shop through ******* how come they make it through ********* mail servers. #4) I went on there web site and used their artificial intelligence customer service and got pre-programmed logarithmic garbage. And #5) I just received the Tracking info it made it through the Servers. #6) And lastly I allowed for the back log due to the Holidays and gave buds additional time; these guys just shipped my order after I contacted you guys, the Better Business Bureau. I also researched Buds on the Internet and this seems to be a common theme take the money and provide bad service and excuses. Please provide this answer to Buds so they can do the right thing. I have been a Team Buds member since 2011. If I had the money I would sue them! But I will be reporting them to any government agency who will listen. I PAID EXTRA FOR GOOD SERVICE! IT'S LIKE BUYING A ****** ******* **** AND STILL HAVING TO WAIT IN LINE!
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 01/22/2024

  We are very sorry for any confusion.  Our phone lines have not been down and we have been assisting customers by phone without issue.  We do have two phone lines one for standard customers and one for Team Bud's members so that they can put into a special queue so they can be assisted faster.  The link I provided previously provides the phone number that Team Bud's members can use to reach us.  As for the other emails, we are aware that the emails that are blocked are the ones that are not from our no-reply system.  Unfortunately, we have no way of addressing this as the block is not on our end and can only suggest trying an email through a different provider such as Google or Yahoo in order to ensure that replies are received.  We again apologize for the delay as we do process all of our orders out as quickly as possible, and as noted this order did ship out on 1/10 which would have been the 11th business day.  This was before we were made aware of the complaint which was sent to us on 1/11.  We understand the frustration and do everything we can to ensure that all of our orders are sent out as quickly as possible, but due to the time frame of the order and the holiday rush some orders were delayed beyond our normal time frame.  As for the faster service we can only guarantee faster processing on specially marked 'Fast Track' items for Team Bud's members, we cannot guarantee faster processing on all items listed on our website, though as noted before we will always process and ship out any orders we receive as quickly as possible.  We did provide this information in response to the email requests that we received, and we are sorry to hear that the customer did not get those responses to know that the order was being processed.

  Customer Answer

  Date: 01/23/2024

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

  1.) I've never had an issue receiving emails or text messages from Buds otherwise they would have been contacted before this complaint. Nothing is blocked on my End and Buds emails are tagged as Favorites,

  2.) The number that I used was taken from the Team Buds website. And the phone system was down, but Buds won't admit that.

  3.) As I stated I also tried contacting them thru their AI Customer Service.

  It's Blatantly and Overtly obvious the type of unscrupulous business that I'm dealing with, I used 3 different methods of trying to contact Buds unsuccessfully but they conveniently have an excuse for all 3. 

  Buds has neither offered Olive Branch or resolution. This is the second time I've had a very negative order experience with Buds but it is my own fault for choosing to do business with them after the first. I worked in Quality Control and should know better. Once my membership is up I will find another firearms sales provider.

  I do offer this advice for Buds for every 1 complaint you receive there are 5 that don't bother complaining they just shop elsewhere. And when you finally do trip yourself up with a lawsuit and you will, you'll have only yourself to blame. You're a very big part of the reason the country is turning against Firearms community. But one Day you're going spend a Dollar to Save a penny, Good Luck! Thank you Better Business Bureau for your efforts but no further action is needed, Just inform Buds pray I don't hit the lottery because they'll have a Federal Trade lawsuit headed there way, and as they say it won't be for the money, it'll be for the principal of the thing! Team Buds Member Loyal customer since 2011, Yeah Right.
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 02/01/2024

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

  It is hard to word this email because I'm trying to bring to light is Bud's business conduct. Now if you think what happened is coincidental, I think not! This act towards me is Punitive in nature. And I am a paid TEAM BUDS MEMBER. This act is discriminatory in nature and denies me my rights to purchase goods at the lowest available price. It also denies me my rights to services I have paid for and Bud's agreed to provide by accepting my payment. I am sending you a copy of the email that I sent to Buds Gun Shop on their website email system and will be sending a copy on Outlook

  Dear Bud's Gun Shop 01Feb2024 08:10 CST

  I am writing concerning the status of my Team Buds account. As the result of the Better Business Bureau inquiry #******** I started, you have deactivated my ability to place items on layaway or utilize the Credo credit option. At the current time I have only 1 open layaway account and I am allowed 2 fee free layaways as a Team Buds Member and as many fee charged as I want. I thought this was for one firearm but no matter what firearm I try to purchase this denial is in place, Rifle or Pistol. I have taken pictures to prove my statement. Secondly as a result of my inquiry you placed a blanket shipping delay statement on your website entitling you to delay shipping for as long as you want and ship at your leisure. Your actions toward me are punitive and lends credence to your business conduct towards me. I will be forwarding my findings the Better Business Bureau.

   

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

  
  

  

  Business Response

  Date: 02/01/2024

  We are sorry to hear the customer was unhappy with our service.  The customer notified us previously that they no longer wanted to do business with us after their membership expires and we wanted the customer to be happy where they were shopping.  To this end we have issued a refund for the $39.98 two year membership renewal the customer had purchased in November.  The customer does have one more open layaway that we will continue to process if they wish, and it can still be paid via our website, or if the customer chooses we can cancel this layaway and issue a full refund for it.  We wish the customer the best wherever he chooses to shop but at this time we will not be processing any future orders.

  Customer Answer

  Date: 02/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: Bud's Gun Shop deactivated my Team Buds Membership after I filed consumer complaints with the BBB case #******** and FTC case ********** in direct violation of the Consumer Review Fairness Act of 2016. It also discriminated against me by prohibiting me from making Layaway Purchases. First let me say it is in direct violation of either one or both of the following entities, FTC LAWS OR ILLINOIS 815 ILCS 360. 1.) FTC 30 day rule, if there delay in shipping from the advertised shipping the buyer shall be notified, Bud's states 3-7 business on 2 different places on its website. The Buyer also has the right to approve the new shipping terms. Bud's did neither! It is also a violation of 815 ILCS 360 to misrepresent that Layaway Merchandise will be secured upon receipt of down payment and maybe the FTC. Bud states on its website upon receiving your down payment layaways will be removed from inventory and secured Bud's cancelled 4 of my layaway orders days later #******** ********* ******* * ******* citing inventory issues. And Finally it is my assertion/opinion that the Team Bud's Membership that Bud's sells is Deceptive and Misleading in that one of the perks it advertised heightened Customer Service by advertising a Team Bud's Members only expedited email service and a 1 888 phone number. When trying to utilize this option Bud's did not respond and I used 3 different mediums their email, cellular phone and their website AI bot more than 10 different ways. It is my assertion that Bud's has collected not only my money but from others as well. I don't know if this meets the burden of proof for Consumer fraud or Wire Fraud as my transactions were over the Internet and interstate commerce that will be up to the FTC and the ILLINOIS Department of Consumer Affairs. I have photos/records from Bud's own website to back my assertions. I feel cheated and deceived. I have been injured and aggrieved. I could have purchased from a more reputable firm.
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 02/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: 1. I Have not contacted Bud's Gun Shop nor Have they contacted. Bud's is lying. 2. Bud's deactivated my Team Buds Membership without Notification Cause or Refund. Tell Bud's produce in writing where I contacted them. I can reach them to terminate my Team Buds Membership but I couldn't about poor customer service. 3. Bud's is in my assertion conducting Business in violation of the FTC 30 day shipping rule, The Consumer Fairness Review Act of 2016, and FTC and 815 ILCS 360 ILLINOIS LAYAWAY PLAN ACT, misrepresenting that they are securing layaway items and items location. When they are not plus shipping rules. 4. It is also my assertion Buds is using the Team Buds Membership as means to collect millions in fees and not provide any true benefit. The promotion is deceptive and misleading in that you will have preferred access in the advent of a customer service problem. And tell Bud's I have been paying since 2011. As result of my complaint to the BBB, Bud's added shipping delay notice. So I know I was right! Tell Bud's myself, the Illinois department of Consumer Affairs and the FTC are bring and end to their unethical business practices. My next consultation with be with the News media to see if my story holds merit and query other customers you may have cheated! And I have photos from your website on shipping, your secure Layaway claims and Deceptive Team Buds Membership Ad  You have cancelled 4 of my Layaway orders days after you accepted my down payment. I stated to Buds before you're gonna spend a dollar to save a nickel. I have been aggrieved and injured, I think I can meet the burden of proof!
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 02/07/2024

  We are again very sorry to hear that the customer is not happy with our service.  In regards to the refund of the membership that was provided that was in reference to the customer stating in an earlier response that they would not want to do business with us once the membership had expired.  As stated before we want the customer to be happy shopping with us and since that is not the case we issued a refund for the membership renewal that was purchased in November so that they can shop elsewhere.  We did attempt to let the customer know in response to their emails about the delay, but unfortunately they were unable to receive them.  As for the delay notification on the website that has always been there but will only show up when a customer has a special order item in their cart.  That message will display upon checkout with one of those items in the cart, this was not something that was added recently.  As for the Team Bud's membership benefits there are several that are available and many that have applied to this customer.  For example, since Team Bud's members have the ability to have 2 open layaway orders without fees at a time this customer has saved a total of $405.00 in layaway fees by being a Team Bud's member.  The Team Bud's line was open to them as well, however, if the customer tried calling from a different phone number than what is on their account then they would have been unable to connect.  The phone number on the account can be updated to allow a new phone number to go through if needed.  We again wish the customer the best wherever they choose to do business in the future.
  

  
  

  Customer Answer

  Date: 02/08/2024

  
  Complaint: ********
  
  I am rejecting this response because: Bud's is Million Dollar LLC they should have anticipated the Christmas Rush and should have hired extra help. Also if Bud's had email issues, They should have fired all of their present Information Technology Department and hired competent help. And mentioning ******* they should have worked with ******* to solve their issues. They should have informed ******* it's costing them money, Shipping Delays and Extra Man power hours that utilized else where. I also have did some digging and found emails from Bud's sent through ******* servers dating back 2018. I once again state I have never had any ******* mail delivery issues. AND I ALWAYS USED BUDS OWN EMAIL SYSTEM TO CONTACT THEM OR THE BBB. I will be sending copies of my BBB print outs of Bud's Assertions about ******* to their ******* Corporate offices in Philadelphia 1701 JFK BLVD.  Bud's also cancelled my Team Buds Membership in direct Retaliation of informing the BBB of my FTC/Illinois Department of Consumer Affairs Filings. Bud's is in Direct violation of the following the FTC/ILLINOIS SHIPPING POLICY and 7 state statues plus district of Columbia, Misrepresenting Securing Layaway Purchases. They also violated the Consumer Review Fairness Act of 2016. I also feel Bud's has Misrepresented Team Bud's benefits not fulfilling them in its entirety. I also take issue with Bud's advertising Free Firearms shipping but charging for shipping insurance. Really passing the cost of shipping on to the Consumer. I also assert Bud's has lied through out this investigation with the assumption A Consumer doesn't keep records or would do the research to find the Laws they have violated. Please forward copies of those emails to Bud's and Thank you ******* for excellent record keeping!
  
  Sincerely,
  
  ******* *****