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:03/02/2023

  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 hand gun on Feb 10th 2023, was told it would ship to me in 2 days, after a phone call and 3 emails to this day March 1st, I have not received it, just excuses, very confrontational, please help me

  Business Response

  Date: 03/08/2023

  2/10/23: Mr ******** came to our store to ask if we would trade an inline for a used revolver.

  When shipping would have normally taken place, our store had modified hours due to several medical emergencies, Mr. ******** was notified while I was admitted to the hospital and acknowledged the situation - he did not seem unsatisfied at the time.
  

  Mr. ******** then began to call the store and was unreasonable to our children who answer calls in my absence and expressed that he felt "the gun stores were trying to get one over on him" due to the fact that he traded a firearm at one store and we would not (nor would the receiving store) cover the costs of his transfer of the firearm out of state for him.  When we explained the process and the differences in store ownership, He was upset and stated "I thought your stores were friends or something and you'd cover the costs of those things."
  

  2/28/23: Mr. ******** requested tracking information, which was packaged and waiting for our delivery persons to pick up.We were still working through medical visits at this time with unexpected, modified store hours.
  

  3/1/23: Mr. ******** emailed us stating he was contacting outside help, we responded again and asked him to pick up his original inline since no monies had exchanged hands and he seemed unhappy with the entire process.

  3/3/23: Mr. ******** did not make any effort to pick up his original item, however left a negative google review. We again responded and asked him to pick up his original item.

  3/8/23: We emailed Mr. ******** to remind him to pick up his original item to avoid storage costs moving forward. The customer emailed us and advised us he contacted the BBB and an attorney and would "not be touching anything." We provided a copy of the store policy that hangs in the doorway in regard to storage fees.

  At this time, we have established that per Maryland State Police and the ATF, that if we, as a Federal Firearms Licensee, are uncomfortable with the sale of a firearm, we have the right to cancel/ refuse that sale for the safety of ourselves and others. Mr. ********** phone calls to our store to complain about best practices and refusal of common sense solutions to pick up his original item are concerning.

  We have offered Mr. ******** several times, pick up windows for the inline (original item), making sure he knows when we are unavailable due to hospital visits (which over 100 other customers were able to amicably work around in the same time period Mr. ******** was given) which he has refused/ ignored.

  We are very transparent., making sure Mr. ******** knows there is no restocking fee for the original item, since it seemed he was displeased from the beginning of the transaction and we are reasonable.We have also made sure Mr. ******** knows our intention is not to cause him inconvenience and additional costs, making ourselves available for him to pick up his original item at his convenience. Most recently, we have expressed Mr. ******** has until 3/12/23 to pick up his original item before he would incur costs.
  

  Customer Answer

  Date: 03/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: there is no truth to her comments, plus i have a receipt dated and time stamped, as payment in full as a trade, at least 30 days pasted before medical problems, and i made all efforts to communicate,have her produce her communication efforts, she can't i contacted her everytime. she only replied days latter and was very rude, at that point they have had my gun for 30 days, not sure of condition at this point, the gun i traded for never left there shop in over 30 days, they never planned on shipping,was a scam from the start, if they ship gun as agreed in sales agreement i'm fine , no less. a deal is a deal.
  
  
  
  Sincerely,
  
  
  
  *** ********

  Business Response

  Date: 03/16/2023

  Gunstore Position: We are not obligated by law to provide a firearm to an individual we feel as a business are a concern to themselves or others. This customer is the only one of now a few hundred, who had an issue during the sale with TWO licensed dealers, as well as while we were closed during medical emergency. We have and will continue to provide ample evidence our position is sound and our information is reliable.

  The timeframe the customer says is more than 30 days is inaccurate. This customer did make contact, which we responded to from the hospital and afterwards. As late was February. he indicated he understood the item had not shipped due to circumstances outside of our control.  We were met with refusal of him to collect his property. This customer believe me to by rude, which is his opinion, so I have provided my responses which were professional and most often, timely and in the favor of the customer to retrieve his items and to waive our store fees for any inconveniences he perceived.

  Our store is over 13 years old, in a small community, with positive reviews- with the exception of mostly felons. We are typically open 6 days a week and the statement that this is a scam and there was never intention to ship is absolutely false. This customer was unhappy from the beginning with both licensees, calling upset that neither would cover the costs of his transfers fees.

  Update since last response:

  We have updated the receipt for this customer, which does not state when item(s) will be shipped, or that a trade is a guarantee of delivery. Return of original property was decided after reviewing Federal/State Standards. 

  This customer sent us an email threatening an attorney and refusing to pick up original property, although we offered extended terms and no cost to customer. 

  We have provided a photo of the property, currently in our possession that the customer refuses to pick up. He is concerned about it's condition, although refuses to pick it up. This item is not considered a firearm by legal definition and law.
  

  This customer continues to use several online personas to leave negative reviews that are untruthful, as proven by the emails provided that discredit his claims that we are unwilling to work with him in a cordial manner. He is upset that the solution does not involve a firearm which again, we are not obligated by law to provide to someone we have concerns about. This is to protect ourselves, our customer and our community.
  

  Resolution:We have offered this customer the opportunity to pick up his original property, at no cost to him as of 3/12/2023.We provided our store policy to him via email stating he needed to pick up his property to avoid costs moving forward (which had been extended to provide him time to come pick up) and he sent us an email stating he refused to pick anything up and was contacting an attorney - which we have not had any dealing with to date and would also be told that we are under no legal obligation to provide firearms to individuals we have concerns about, and we are offering the original property.

  Shipping this firearm as "agreed" per the customer would be irresponsible on our part as a licensee. This customer is irrational, makes false statements, makes threats and feels entitled when he calls that the stores he deals with owe him something that would otherwise be not provided to other customers.  We are in agreement to return the property he left here as trade and is still concerned about the condition of.
  

  Mediation Request: Advise this customer that with ample evidence, he should collect his original property. Continuation of false online presence and emails can and will result in a cease and desist from the police.
  

  Customer Answer

  Date: 03/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I do not agree with this, thanks, 
  
  
  
  Sincerely,
  
  
  
  *** ********