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

• 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.