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:12/20/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered merchandise online on 12-19 and then cancelled the order the same evening while they were closed. I had to email them since they were closed. The next morning they claimed it cost them to process the order but they were closed. They charged me $238.80 for processing. They automate emails to claim they are processing the order when they are closed. They owe me $238.80.

  

  Business Response

  Date: 12/20/2023

  We are very sorry to hear the customer was unhappy with their order.  This order was placed on 12/18 in the evening while we were still operating, and the cancellation request was submitted about 2 hours later.  During that time our processing team did secure the order as our orders are manually processed, and the update to processing is not automated.  As we have several warehouses this means that the initial process is securing the item so that it can be sent from our inventory warehouse to our shipping warehouse.  That is what had occurred on this order at the time and why the cancellation fee would apply as that process means we would have money and time invested in securing and transporting the item that is being cancelled.  We did speak to the customer on 12/19 and explained that if the item is able to be stopped before it is shipped from the inventory warehouse we could waive the cancellation fee, and we were able to confirm that as of today, 12/20, and we did refund the cancellation fee back to the customer.

  Customer Answer

  Date: 12/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ****

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

• Initial Complaint

  Date:12/13/2023

  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 handgun and two magazines from the company and they only shipped one magazine an approximate forty dollar value. The company says I need to contact the manufacturer of the product, yet it was advertised and purchased from ************ ***

  

  Business Response

  Date: 12/13/2023

  We are very sorry for the inconvenience with this order.  Unfortunately, this item was listed as having two magazines as that was the information provided when the listing was created.  However, the manufacturer has since updated the items they include with the item without notifying us of the change and the item now only comes with one magazine.  We have reached out to the customer to discuss potential options to resolve the issue and explain how our inventory is setup and priced.  In most cases we ask customers to refuse transfer of the firearm at the FFL if there is anything missing or incorrect with the firearm received so that we can better assist with the issue.  In this case, the firearm was transferred with the one magazine that was received.  We did still offer the option to return the firearm for a refund as an exception to the normal policy as long as the firearm had not been fired, or if the customer wished to keep the firearm as it was we would offer a $25 coupon that could be used toward a future purchase as compensation for the listing error.  Unfortunately, we were unable to reach a resolution with the customer.

  Customer Answer

  Date: 12/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I feel that in purchasing the item I have already paid for it once. If they increase the amount to cover the cost of the item I would be satisfied. 
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 12/14/2023

  We completely understand the frustration caused by the listing error and apologize again for the inconvenience.  For all of our inventory we price our items based off of our cost only, and not based off any featured or accessories that are included.  So in this case, the price that was paid for the firearm that was purchased was the correct price for what was shipped and received by the customer.  We do understand that it was not what was expected based on the listing.  However, we do not open or inspect any of our items to ensure they are shipped out to the customer exactly as they are shipped to us.  This does mean that in some cases a manufacturer will change the configuration of a firearm without notifying us which can lead to our listing being inaccurate.  This is one of the reasons we ask all of our customers to thoroughly inspect the firearm at the FFL before taking possession of the firearm and if there are any questions, concerns, or issues to not accept transfer and notify us of the situation.  Normally, we would not be able to assist with a return once the firearm has been transferred but we notified the customer we would be willing to make an exception and take a return for a full refund as long as the gun had not been fired, or we could offer a coupon as an apology for the listing error.  We would not be able to replace the magazine or offer the equivalent value for the magazine because as noted before the price that was paid is correct for the firearm with the one magazine that was received.

  Customer Answer

  Date: 12/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  When a consumer purchases a product "as advertised" that is what the consumer is purchasing! It is not the fault or responsibility of the consumer for miscommunications between the merchant and the manufacturer. The final responsibility of a merchants advertising is belongs to the merchant. The merchant as admitted they made an error, it should be corrected in whole. 
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:12/13/2023

  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 orders products they showed delivered proof of delivery is a roommates packet not mine . I even purchased insurance and buyer protection and it wasn't honored . No customer service just chat bots has not answer. My my bank denied my claim this is a garbage company I showed them that not my package delivered pictures easy case putting me through hell

  

  Business Response

  Date: 12/13/2023

  We are very sorry to hear that the customer had an issue with receiving his shipment.  We do offer shipping insurance which does cover the full replacement value of an order if it is found to have been lost, damaged, or stolen during transit.  This order does have two separate photos showing that the delivery was completed and was the correct location.  There were 3 separate shipments sent to the customer, two via *****, and one via ***.  The ***** photo is taken from a wider angle and does show a large package that was also delivered at the same time as the other two shipments, while the *** delivery photo shows the smaller box that we sent, and the same location that the customer is saying was not received.  Whenever we receive a claim of a package that was not received we do start a shipping insurance claim with the shippers who begin an investigation.  The insurance is offered through the carriers and we pay them for the service.  If they deem an item is lost in transit as mentioned above, they would then provide us credit for the lost items and we could then replace or refund for the missing items.  However, in this case with the proof of delivery the claims were denied.  This meant that we were not compensated for the lost items as it was concluded they were delivered correctly.  Unfortunately, in this event we are not able to issue replacements or a refund since we can only do so if the claim is approved.  As it sounds the packages were stolen after the delivery was completed, which would not be covered under the shipping insurance offered, and we would recommend notifying the local police of the stolen packages.  We apologize again for any inconvenience.

  

  Business Response

  Date: 12/13/2023

  We apologize for any confusion.  We do show that there were two shipments coming from us that were delivered via *****, and it appears a third package for another individual at the residence that were all delivered on the same date via the same carrier.  The package shown in the proof of delivery photo is a very large package and would obscure the other packages.  However, the investigations were started as we would do so for any lost package concerns so that we can assist if the items were found to have been lost in transit.  At the conclusion of the investigation the items were found to have been delivered correctly, which meant that the insurance claim would not be paid out to us for the lost items.  It is for this reason that we cannot issue a refund or replacement for the lost items since they were delivered correctly and that would mean that if the packages were not received they were likely stolen after delivery.  We again are very sorry to hear that has happened but still recommend reaching out to the local law enforcement to report the theft of the packages in that case.

  Customer Answer

  Date: 12/13/2023

  
  Complaint: ********
  
  I am rejecting this response because this is un business like and a this is selling insurance your keeping and not paying and then trying to claim through whoever handles the package ***** *** etc this was lost in transit or stolen by the driver . or never sent i don't agree . this is not good business i was offered no kind of help stop charging people for shipping than insurance makes no sense. then deny them lost in transit before in my position even if stolen or misdelivered isn't my problem i had insurance and even so i paid for the shipping . taking insurance money that your gonna deny anyway . Your a bottom feeding money hungry not caring unprofessional garbage company and thieves . i will be filing class action lawsuit within the next up coming weeks i found enough class members and your day of over charging not providing free shipping when you say you will and charging extra for insurance and not upholding your end a a business and violating the word business 
  
  Sincerely,
  
  *********** ******

• Initial Complaint

  Date:12/08/2023

  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 bided on a lorcin L9 pistol and I won the auction on November 26.i received email December 5 that it was shipped 2 day air, December 7 never received it,*** tracking said they didn't receive package.i spoke to two bud representives ,they told me two conflicting stories

  

  Business Response

  Date: 12/08/2023

  We apologize for any inconvenience.  This auction was put in through our website but the item was sold and processed by ******** ****, which is a third party seller.  We were notified that the item had shipped out when the tracking information was generated, so that information was placed onto the order.  However, in this case the label had been generated as the item was processing and it was not shipped out at the time the email was sent, after checking with the seller we have confirmed the item was shipped out today, 12/8.  This would be within the standard processing time frame as the order was not paid until the evening of 11/30.  Since the order has shipped out we are unable to cancel the order at this time, but if the customer no longer wants the item it can be refused at the FFL and we can assist with processing a return of the firearm at that time.  The customer can also reach out to the FFL and see if they would be able to refuse the package at the time of delivery and in that case the item would be returned automatically.

• Initial Complaint

  Date:11/27/2023

  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.

  November 26th, 2023, I tried to place an order with budsgunshop.com. I tried 2 times, the 1st time it came back that the address didn't match up with the address on my debit card, I tried a 2nd time with the same result. It wouldn't be an issue, but both cards are showing a purchase from budsgunshop.com at the amount that the order was for, but I never received a confirmation from either try and when I go to my account for them there is no order showing. I have tried to call, but without an order number they won't take my call. I have tried their live chat, but that has to have an order number also. I tried emailing them, but I just made up an order number because it won't send without it. I have no way to get in touch with them! I either want my money put back on both cards or my order. I have ordered from them in the past and not have any issues with them and received the confirmation email as soon as the order went thru.

  

  Business Response

  Date: 11/27/2023

  We have reviewed the account information linked to the customer and did find that both transactions detailed above were rejected.  This was due to the address on file for the card not matching the address provided when placing the order.  If the information does not match the order is not approved and we do not receive any funds and no order is created to allow us to provide a conformation number.  However, in the event that a payment is declined many banks will show a pending charge, as shown in the screenshots, for the transaction.  Since we do not get the funds for the transaction we cannot issue a refund, and that pending charge will not post to the account and should fall off automatically.  The time frame for that can vary from bank to bank.  We are able to be reached either through our LiveChat, through the options it provides, and via our email system.  I do show we did receive two emails earlier today, 11/27, which we did send a response to one also providing this information.

  Customer Answer

  Date: 11/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

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

• Initial Complaint

  Date:11/27/2023

  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 Ruger .380 LCP online from Bud's Gun Shop on or about 11/3/23 and picked it up at a local FFL. After getting the weapon home, and going through basic safety with my daughter, I discovered that the slide does not stay in the locked position when clearing. This is unsafe and the weapon has never been fired for this reason. I simply asked Bud's Gun Shop to exchange the weapon for one that is safe and actually works. i'm not seeking money or anything else. I just want what I paid for and clearly this isn't it.

  

  Business Response

  Date: 11/27/2023

  We are very sorry to hear about the issue the customer had with their firearm.  When a firearm is shipped out we ask all of our customers to thoroughly inspect the firearm at the FFL before preforming the transfer.  The reason for this is once the transfer is completed that firearm is considered used, even if it has not been fired, as it has been transferred to a private individual.  This means that we are unfortunately unable to take a return or exchange for a transferred firearm.  Once the transfer has been completed if there is an issue with the firearm it would then be covered under the manufacturer's warranty.  We have recommended that the customer reach out to the manufacturer in order to facilitate the return process for the firearm to be repaired under their warranty.  For orders that include our supplemental lifetime warranty that we would be able to provide warranty coverage once the original warranty has expired.  We are confident that Ruger would be able to assist with any repairs under their warranty service.

  Customer Answer

  Date: 11/27/2023

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

  When does Bud's accept responsibility for not inspecting the weapon when it was sent to them?  
  Again, this weapon has never been fired and there is no reason why Bud's shouldn't repair or exchange the weapon.   At the very least, Bud's should pay to have it repaired.  
  They say they "can't" do this as if it's not possible.  They are liable.
  Oh, and Ruger will not respond to my emails and their customer service line hangs up on me.  So, you're wrong about them too.  

  Thanks for the middle finger and thanks for sending me a defective weapon.

  If I fire it and something happens, both you and Ruger will be liable because you both know about it (only Ruger just doesn't respond).

  I'm recording everything.

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

  

  Business Response

  Date: 11/28/2023

  When we process an order we do not open or inspect the firearms that are shipped out.  This is done to ensure the integrity of the firearm as it was shipped by the manufacturer.  This is the reason that we ask all customers to thoroughly inspect the firearm at the FFL before taking possession of the firearm and if there are any questions or concerns to leave it with the dealer and notify us so that we can assist.  As we stated before, once the firearm has been transferred that serial number is registered to a private individual so it is considered used and we can no longer sell that item as a new firearm.  As for payment for the repair, if the firearm is defective it should be covered under the manufacturer's warranty and in most cases would be repaired without cost.  Most manufacturers also will provide a label for the firearm to be returned, but in the event that they request the customer to pay for the return of the firearm, we would be happy to provide a shipping label for the return so that the customer can return the item at no cost.  We are also still very confident that Ruger can assist with the repair of the firearm as they are the warranty holder.  The customer notified us that they were unable to reach Ruger by phone on 11/24 when they reported the issue to us, however Ruger was closed for Thursday and Friday for the holiday weekend, and due to that they likely are working through any email requests as quickly as they can.  We have reached out to number provided by Ruger for their North Carolina customer service department and were able to reach a representative to confirm they are available for assistance for warranty requests Monday - Friday from 8AM - 5PM EST.

• Initial Complaint

  Date:11/20/2023

  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.

  Need my order of ammo tax exempt we are retail guns and hardware store

  

  Business Response

  Date: 11/20/2023

  We are happy to assist with this order.  Based on our records we have received the tax exempt documentation for this customer's account as of October 2023.  The account is setup to automatically have taxes removed from qualifying orders moving forward.  However, the only ammunition order we found for this customer was placed on August 2022, so it would not have been automatically removed from the order.  We have removed the sales tax at this time and our financing department will process a refund for the taxes on the order.

• Initial Complaint

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a handgun from Budsgunshop on 10/25/2023. Order number 4919115. When I ordered it, Budsgunshop asked for ACH information. They lied and said that it doesn't clear their side until after 5 business days. From my experience in ACH realm for almost 20 years, I know this is a lie and they are doing it so they can scam people out of their money if the order doesn't go well. Unfortunately my order didn't go well. Budsgunshop advertised a handgun for sale with a 1/2x28 threaded barrel as well. I screenshot the advertisement, screen recorded it and also have my receipt. When the firearm shipped to my FLL, we noticed that the 1/2x28 barrel was not in the shipment. A call was made to budsgunshop during their business hours and they do not answer. Their terms say to accept transfer in this scenario on their website and only says to deny if the firearm is defective, not if they didn't send the barrel. I sent out an email to the company, thinking they would reach out and ship me direct the barrel that they neglected to place in the box. They never responded, it has been weeks. I also made about ten more calls to budsgunshop. I called budsgunshop and confirmed with them and glock that they were supposed to send me the 1/2x28 threaded barrel as they claimed I was buying with the firearm. Budsgunshop told me good luck trying to recover my money or obtaining the barrel that I bought but never received. I asked for a manager, they said my manager is saying the same thing, good luck trying to obtain what you ordered or trying to get your money back. I then asked for another manager again, all on recorded lines and the other mananger says the same thing, good luck trying to get what I ordered and paid for. I spent over an hour on the phone with them. They told me that they never opened the box, they bought from someone and shipped it to my ffl direct and that they didn't know they weren't selling me everything I ordered. They offered no remedy.

  

  Business Response

  Date: 11/08/2023

  We are very sorry to hear the customer was upset with their order and our payment options.  To address the first part of the concern the ACH payment option does take 5 business days to fully clear.  When the payment is initiated the funds are normally taken out of the account within the first 24 hours and are processed by our payment processor.  However, during this time the payment is not cleared, it can still be declined for many reasons during this time frame and it is not cleared and deposited into our account until the 5th business day.  This process does not delay orders however, as our standard order processing time frame for orders is 3-7 business days and in this case the order shipped out on the 5th business day after the ACH cleared.  In regards to the second issue, our website does not state to take possession of a firearm if it is incorrect in any way.  The site states: "VERY IMPORTANT - FIREARM RETURNS!! Please take your time to inspect all firearms thoroughly BEFORE proceeding with the transfer. Once a new firearm is transferred to you, it is considered used, even if un-fired. Consequently, we cannot accept returns on firearms once they have been transferred into your possession."  It does go on to explain what to do if a defect is found after transfer but it is clear that if there are any issues before transfer to not take possession of the firearm.  We were contacted by the customer and we suggested that if a part was missing with the firearm they contact the manufacturer, as they would have replacement parts and would be the ones that would be able to assist under their warranty.

  Customer Answer

  Date: 11/15/2023

  I am rejecting this response because: The response has absolutely nothing to do with the basis of the complaint. The response spoke about problems with a firearm, meanwhile there are no problems with a firearm. The problem is that an order was placed for an accessory and a firearm as a bundle package. The firearm was supposed to come with a 1/2x28 threaded barrel accessory. Buds failed to ship me the 1/2x28 barrel accessory portion of the order and only shipped the firearm. Your policy states clearly to inspect the firearm for defects and to take possession of the firearm in all scenarios unless the firearm is deemed defective. There is no other reasons, other than that of a defective firearm to reject transfer of the firearm according to your policy. Subsequently, there is no issue with the firearm I received. The firearm was inspected by myself and the FFL and the firearm is free of any defect. You seem to be avoiding the topic that the complaint and issue at hand has absolutely nothing to do with a firearm and has everything to do with a firearm accessory. There is no part missing on the firearm and I never stated this, there is also no defect with the firearm and it doesn't need to be returned. You continue to state things that are completely irrelevant to the complaint and issue at hand.  
  

  

  Business Response

  Date: 11/16/2023

  Unfortunately, there is a misunderstanding regarding the nature of the item that the customer ordered.  The item that was purchased on the customer's order was not a bundle and there was no separate accessory that was purchased or would be processed.  This order was placed for one item and that was only the firearm.  The firearm was listed as having a threaded barrel which is how the firearm would have been manufactured.  It would not have come with a standard barrel and threaded barrel, it would have only arrived with the threaded barrel installed.  As we have noted to the customer if that part was missing from the firearm it should not have been transferred so that we could process a return and either replacement or refund for the item.  We have also explained that our instructions for firearm inspections do not say to only deny an item if it is defective, in fact our instructions that are sent in an email to customers does not use the word defect at all, it states:
  
  "Please inspect the firearm at the time of your transfer. Should you have any questions or concerns about the item, please do not accept the transfer. Please leave the item(s) with your dealer and contact Customer Service."

  When inspecting an item there can be different types of concerns that may arise.  A defect in the item would certainly be a concern worth not accepting transfer, as would the firearm not having the correct barrel, sights, number of magazines, or cosmetic damage.  Unfortunately, with the transfer being processed we are unable to take a return as the firearm would be considered used at that point, even if it has not been fired.  This is why we have suggested reaching out to the manufacturer as they hold the warranty and have the parts to assist if something was manufactured incorrectly.

  Customer Answer

  Date: 11/20/2023

   I am rejecting this response because it is full of lies. As stated before by Budsgunshop and confirmed by Glock on a three way call this purchase is a bundle package purchase. BudsGunShop wrote in writing as well as recorded calls, confirming this. Glock confirms this as well by serial number and because budsgunshop is crooks they pretend that they now don’t know what’s going on, because they were caught being shady. The gun was a bundle purchase for a firearm and a 1/2x28 threaded barrel accessory. They failed to ship the accessory and offer no resolution. BudsGunShop also keeps talking about a firearm but that’s not the issue it’s the missing accessory where the dispute is focused on. 
  

• Initial Complaint

  Date:10/26/2023

  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 was on Budsgunshop ,on 10/07/2023 ,I put $400 down on layaway on I item ,I few weeks later I send them a message saying if I could transfer my layaway to another item ,I spoke to customer service they said sure no problem we are happy to help you with ,but when I was switching to the other item I wanted ,they wanted to charge me a 20% that’s $105 , that’s ridiculous I understand if I was canceling the item then there is a restocking fee , i’ve been a loyal customer from Budsgunshop for years and I will not do business with them anymore the outcome of this I want them to credit my visa for the entire $400 and take my business somewhere else

  

  Business Response

  Date: 10/26/2023

  We are very sorry to hear the customer was unhappy with their order change process.  Unfortunately, the process of changing an item on a layaway to a new item does mean that the original item is cancelled.  When a layaway order is submitted a 20% deposit is placed on the order to ensure that the item is secured for the customer for the time period.  During this time the firearm is processed and secured so that no other orders are able to be submitted for the item and so that it is ready to be pulled and processed once the payment is completed.  For this reason once we receive the initial deposit on an order we do invest time and money into processing the item and keeping it secured for the layaway.  That is why our layaway terms do state that the deposit is non-transferable and non-refundable if the order is changed or cancelled.  If the customer would like us to cancel the order we can do so, but the fee would still apply, and we would refund the remaining payment.  The fee is based off the cost of the item and in this case the 20% deposit would be a total of $94.70.  If the customer would like to proceed with this cancellation we have no problems with doing so.  If they would prefer to keep this layaway open to pay it off that is also an option and no fees would apply in that case.

• Initial Complaint

  Date:10/24/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cancel order number ****** on 10-19-2023. They say I owe a 10 percent restock fee for something that was never in the process of shipping. I agreed and have made numerous attempts to pay said fee. Multiple emails not responded to. Calls won't go through. All efforts have been made to get through. They are unwilling to engage at this time. Original ordered on 10 12 2023.

  

  Business Response

  Date: 10/24/2023

  We are very sorry to hear the customer was unable to reach out to us.  We provided a direct contact number with extension via the email correspondence so that we can process the payment for the cancellation fee as the order was originally submitted using order financing.  As part of our process this order was also set up for our out bound team to attempt to reach out to the customer as well so that we could finalize the cancellation request.  During this we were able to reach out to the customer to process the cancellation fee and process the return on the financing contract.