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:03/10/2023

  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.

  Order Number ******:
  
  Q Shorty Stock.
  This product was not working with my firearm. I called the Manufacturer: Q, to see if they could help me trouble shoot. They were of no help and blamed my firearm even though it worked perfectly fine before installation and was installed by a professional gunsmith and installed correctly.
  
  Within two days of delivery of this item after experiencing problems. I contacted shooting surplus to start a return. I sent an email AND called. No one ever responded to my email, nor after calling MULTIPLE times throughout the day and leaving voicemails, was i ever called back.
  I sent another email AGAIN through their contact form on their website. AND through my email. Again no response after a day or two.
  I called. Again yesterday AND today. Still no answer and no call backs from voicemail.
  
  I would like to set up a return to get a refund. Thats it. The product is still in perfect condition. Box is still in perfect condition.
  
  For all this hassle of now needing to go through the BBB i am not accepting a restocking fee or paying for return shipping. If they had answered my original calls and emails promptly i would have been fine with it. Now. Not at all.
  
  I used sezzle to pay for this item and continue to make payments on an item that does NOT work. I will not accept that. I cant chargeback through sezzle and am at the mercy of this company that will not answer their phone or emails. Now my phone call goes straight to their voicemail so i can only assume they blocked my number.

  

  Business Response

  Date: 04/04/2023

  Hello, we have made multiple phone call attempts and to no response. being that the part has already been removed from the package and used. we would not be able to return the item, as stated in our return policy listed on our website, see the terms below, thanks

   

  You may return:
  New unopened non firearm items
  Within 15 days from the date of delivery 
  If we choose to issue a return authorization, you will receive a full refund less a restocking fee of 15% and cost of return shipping.

  Customer Answer

  Date: 04/04/2023

  
  
  Complaint: 19611192
  
  
  
  I am rejecting this response because:

  you claim to have called multiple times. But i have received no phone calls from you.   Please provide exact date and times showing when you called and i will confirm if that is the case.
  

  but cross referencing your listed phone number with my missed calls i do not see your number there nor do i have a voicemail from you. Nor an email, which all of us know is the best form of contact in this case.

  Please also note that your policy states within 15 days of delivery but I contacted you within 3 days of delivery.  I am led to believe that due to the MASSIVE delay of your responses (which is a BIG complaint from many other customers, and are publicly listed here on the BBB), that you do it on purpose so you can claim that the time passed is beyond what your policy states  
  

  Unfortunately I also believe your policy about non firearm items being unopened is very con artist like. And in almost every scenario is set up to go against your customers and prevent them from returning anything.  I received a NON- functioning product, in every case and every other store/ business, I SHOULD be able to return it at no cost to me.  
  

  Another point: how am i supposed to know if the product works without opening and using it once?  
  

  Like i said in my MULTIPLE emails to you that you have yet to respond to. I have contacted Q themselves. But they refused to believe it was their product that is the issue. Even after i sent them videos of my firearm working normally without it.  As you are the distributer in this case. You would have better luck than me sending it back to them and getting a refund. 

  Again. I would have liked to do this without getting the BBB involved.  But the fact of the matter is. I gave you over 3 weeks to respond via email and have called multiple times and left voicemails.  
  

  the fact I used sezzle, prevents me from being able to go to my bank and have them charge back my card. Which all i would have to do is show them the same proof I submitted here, both you and I know every bank/ cc company would have seen this case and issued the fund back because you are in the wrong, and unfortunately for me you are taking advantage of the fact that I used Sezzle to keep my money and not have to deal with this.  
  

  if worse comes to worse. And you guys still decide to take advantage of me after this.  I will just have to charge back every sezzle charge that was made and show my credit union this BBB complaint and mssg thread as my proof. 
  

  i hope you guys can come to the right decision and help me avoid anymore headache. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:12/30/2022

  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 suppressor (YHM turbo t2) on 11/24/22. Order #129299. That was thanksgiving day. I immediately got an email saying Shooting Surplus has received my FFL's information. How did they call and gather my FFL's information on a holiday?
  On December 7th, I filled out their "contact us" page on the website after trying to call them countless times. Nobody picks up the phone and nobody returns voicemails.
  On December 8th I got a response saying that form 3's are taking longer than usual and the "ATF is busy". (Form 3s take 3-4 business days)
  On Dember 21st, I emailed again since I hadn't heard anything at all. They have had my money for a month already and are claiming a 3 day process is taking 4 weeks. They respond with "The form 3 approval is taking so long" "I'm so sorry". Now I know it's a bold faced lie.
  On the same day (12/21) I ask them to cancel the order. I get a response saying "I'll have my manager fill out the withdrawal request, but it might get approved before the request goes through". Now it's just comical. They are obviously selling products they don't have in stock and taking people's money. They are ordering the product after the sale is made and just letting their customers wait for weeks and weeks. I have ordered suppressors online before and have never waited more than 1 week for the product to be at my FFL to start the process with them.
  

  

  Business Response

  Date: 02/10/2023

  Business Response /* (1000, 8, 2023/01/23) */
  Contact Name and Title: ******* ****
  Contact Phone: XXXXXXXXXX
  Contact Email: *******@shootingsurplus.com
  Hello, looks like his order was sent to him on Dec 30th, 2022, and arrived at his ffl on Jan 3rd. please see tracking link below. thanks
  
  https://www.google.com/search?q=XXXXXXXXXXXXXXXXXXXXXX&rlz=1C1CHBF_enUS962US962&oq=XXXXXXXXXXXXXXXXXXXXXX&aqs=chrome..69i57.XXXXXXXj0j7&sourceid=chrome&ie=UTF-8

• Initial Complaint

  Date:12/17/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a firearm from their website which description stated it had a 3.8" barrel length and photo shows a decocker on the slide for $581.40. I tried to call them to verify this firearm was as stated but got a recording that they no longer answer phone calls. Took a chance and ordered anyway. Received a similar firearm with a 4.2" barrel and a frame safety (no decocker) instead which is also on their website, but for $465.12 ($116.28 less). Turns out that the firearm manufacturer does not even offer a 3.8" barrel on this handgun and therefore it should not be offered on Shooting Surpluses website. Be that as it may, I am not unhappy with the substitute except that they sent me a firearm that is offered (again on their website) for a $126.28 less that should be refunded to me. I have sent messages through their "contact us" on their website, emailed to their "customer service" email and called and left a message without any replies. They did contact my FFL to see why I had not transferred the firearm into my name yet (I'm sure because I stated in one my emails that I would not until they responded) and told the FFL I only had a few more days to do so. The firearm was paid for the minute I placed the order. Again, I am not unhappy with what I received, however, since I have discovered that this online (e-commerce) business advertises products that don't exist, they don't answer phone calls, emails or messages and the doing a Google search regard complaints about them I guess I'm lucky to have received anything. The web states they have been in business for 9 years. From someone who has been a business owner in the past, with the reputation that they are building for themselves I doubt they will remain in business for another nine years.

  

  Business Response

  Date: 01/26/2023

  Consumer Response /* (2000, 6, 2022/12/20) */
  This dispute with Shooting Surplus has been resolved. A refund was made for a different lesser amount, but agreeable. 12/20/2022

• Initial Complaint

  Date:12/05/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order for a rifle which took an exceedingly long time to ship. It was ordered the week before thanksgiving, didn't ship the entire following week of thanksgiving (which I can understand it being the holidays but c'mon, there was plenty of time before and afterwards), and it finally shipped the following Wednesday. Now the rifle is lost in the mail. UPS has it checked in somewhere in Mississippi and then that's it. I had to open a claim and UPS states they are trying to locate it. I know this is UPS's fault as far as the lost package, but I can't get anything from shooting surplus as far as help. As other people have stated there is no phone number and I sent a email a few days ago informing them that my rifle was lost. I sent them another email a few hours ago and still no reply. I'm paying for a rifle that is apparently lost and this place has zero customer service. I've ordered numerous guns from numerous places and I should have read reviews before I ordered from shooting surplus. Their lack of customer support seems to be everywhere. I should have known when they didn't have a phone number.
  

  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 8, 2022/12/29) */
  Contact Name and Title: ******* Gore / Purchasing
  Contact Phone: XXXXXXXXXX
  Contact Email: *******@shootingsurplus.com
  Hello, we have since fixed this Customers issue reguarding his order. a replacement was ordered and sent out once the claim was filed. 12/13/22
  
  Customers new rifle was delivered to his FFl on 12/19/22
  tracking info listed below, thanks!
  
  https://www.fedex.com/fedextrack/?trknbr=XXXXXXXXXXXX&trkqual=XXXXX
  XXXXXXXXXXXX
  FDEG

• Initial Complaint

  Date:11/17/2022

  Type:Order 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.

  ***** from shootingsurplus.com has demanded my private information which she claimed is needed to varify that I'm not committing fraud against shootingsurplus.com. All of the required information including picture of my Drivers license was provided, yet ***** canceled the order while claiming that in order to process the order shipping address must be matched to billing address, even though the order page provides a clear option of shipping address selection.
  
  Another order was placed from the BILLING address account, with SHIPPING option requested to the BILLING address, yet ***** once again demanded full proof of private information including a Drivers License.
  
  Given that both orders have been rejected by ***** with her demanding private information, we believe that shootingsurplus.com is engaged in illegal harvesting of private information, and we require a written agreement from shootingsurplus.com that our information will not be used in any way, that it will not be sold, shared with or transferred to any third party, be it private, business or government.
  
  Thank you.

  

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 5, 2022/11/30) */
  Contact Name and Title: ******* Gore/Purchasing
  Contact Phone: XXXXXXXXXX
  Contact Email: *******@shootingsurplus.com
  Hello, My name is ******* Gore and i am the Head of Purchasing for Shooting Surplus and the person in charge of all of our accounts and so forth. Here at Shooting Surplus, we strive to keep all of our customers information private and i can assure you that no information is released. The reason this customers order was cancelled is because he was giving 3 different addresses in 3 different states. We are more than happy to ship orders wherever they must go but we have to have proof of address. We have delt with too much fraudulant cases this year and in past years, that is the reason for the precaution. that customer was notified of the reason. Like i said, I, ******* GORE, assure you that all of our private information that shootingsurplus.com demanded and rejected, will not be sold, transferred or shared. thanks and have a blessed day.

• Initial Complaint

  Date:09/21/2022

  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 placed an order with Shooters Surplus on Jul 24, 2022 for a handgun. The order number is XXXXXX. I have not received the gun as of today Sept. 21, 2022. If I login to their website and pull up my order its states the last update was on 07/24/22 and its awaiting fulfillment. I tried to contact them thru their customer service link which lists an email or phone number. I started with an email and before you can respond there is a statement form them saying that do not send any follow up emails once you have sent in a message because if you do then your email will go to the bottom of the list , and since they receive 400 emails a day, it will then take longer to respond back. I have sent an email in August and again in September. I have yet to receive any response from Shooters Surplus. So I then decided to call them. They have a message that states due to increased volume they will no longer be answering any phone calls or respond to any messages and to email any questions you may have. This is totally unacceptable customer service. They have charged me for the product, not updated my order status and now you are not able to contact them in any way. I want my money back on this item or an explanation and apology for their terrible customer service.

  

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 5, 2022/09/27) */
  Contact Name and Title: ******* ****
  Contact Phone: XXXXXXXXXX
  Contact Email: *******@shootingsurplus.com
  Hello, the Customer did place the order July 24, 2022, and the order was shipped out on the 25th of july, the next day, with the tracking number XXXXXXXXXXXXXXXXXXXXXX USPS, the gun was delivered to the customers FFL on July 28, 12:59PM West *** ******* ** , the customer nneds to contact the FFl they pick to accept the gun and see why they have not let that customer know the gun arrived. here is tracking link, thanks
  
  https://www.google.com/search?x=XXXXXXXXXXXXXXXXXXXXXX&rlz=xxxxxxxxxxxxxx=XXXXXXXXXXXXXXXXXXXXXX&aqs=chrome..69i57.XXXXXXXXjxxxxxxcexxxxxxxxxxxxx