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:06/26/2023

  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.

  Urbana ************ (Urbana) uses deceptive practices to entice gun sales and will not correct the problems created by the deception.I purchased a handgun online that was advertised as "factory new." When it arrived it had clearly been handled and looked used, including some imperfections that could only happen because of use. When I complained, I was told that it had been a display model but was still factory new. That is not possible. They base their position on the fact that the gun had not been transferred to anyone after their receipt of it from the wholesaler. That does not make it new, that simply makes it not transferred previously. Nothing prevents them from doing anything they want with it after they receive it, but if they do anything, including display it so that it can be handled and even dry or live fired, it becomes at best like new or a new old stock. They should have disclosed that the gun was a previously displayed item and listed it as such. If that had been disclosed to me before I bid on the item, I would not have bid on it for the minimum bid price.They state in the ad that all sales are final and are hiding behind the statement. They cannot hide behind the statement because they did not sell the gun they advertised. They misled bidders by specifically stating that the gun was factory new when it was not. Urbana did not ship me a gun meeting the description in the ad and, therefore, they should either replace it or take it back.

  Business Response

  Date: 07/26/2023

  I recently came across this issue from a Gun Broker client. A client had purchased a firearm from our shop and was unsatisfied with his product/ customer service. Once I understood the situation, I contacted the client immediately to rectify the problem. One of our newly hired employees took over Gun Broker while our regular guy was out on vacation. He did not help find a solution to his issues, instead he was rude and highly unprofessional. We strive to provide the highest quality products and exceptional customer service; it's disheartening to hear that we fell short of his expectations. We take all feedback seriously and use it as an opportunity to improve. Touched firearms are highly common in this industry but an easy problem to fix.  The service that was displayed is not how we conduct business; we will share this with the rest of our team, and we will be taking steps to address the issue. As of now we sent a return label to the client, and we will be buying him a brand new untouched firearm. I take full responsibility and we definitely appreciate the opportunity to make this right. We value our clients and their business. "Ethic over Profits".

  Business Response

  Date: 07/26/2023

  We take full responsibility for this mistake that took place with our new hire and a client. We understand the situation and we are taking action to correct it. We spoke to the client, a very nice guy. We paid for him to ship the firearm back to us and we are currently looking for his gun on the open market. There is no excuse for the bad customer service, but we take all feedback serious. 

  Customer Answer

  Date: 07/27/2023

   
  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,
  
  **** ******

  Customer Answer

  Date: 08/03/2023

  It seems that after they agreed to figure this out, thay have again ghosted me. I sent the gun back and have heard nothing since I agreed to a Version 4 replacement. I have called and emailed and received nothing. They have the gun I returned at their request.

  **** ******** *************) is an owner and the one who responded to you. The email attachment is between him and me.

  Please reopen the case.

   

  Thank you

  Business Response

  Date: 08/22/2023

  Refunded Client the total purchase and shipping price for the item in question. Customer seemed like a really good guy, feel bad this happened. Hope all is well.

  Customer Answer

  Date: 08/22/2023

   
  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,
  
  **** ******