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:06/02/2025

  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 ordered a gun for my wife on this site and used our joint cc to get her a personal gun for protection.Once arrived at the *** he informed me that he is willing to transfer it to my wife name but guns.com would have to do a the name change on the invoice. He attempted to call them and have them do that by anyway possible including a virtual return and re invoice in my wifes name since the law allows that. However guns.com refused and insisted that the gun would physically have to be mailed back and repurchased that way.We did that but when they received it they changed over $85 in restock fee and shipping fee! While they claimed that this was in their policy they never mentioned it on the phone when we were trying to simply get a name swap on the invoice!By hiding those return fees in their fine print they charged for more than had the price of the gun knowing we want the same exact gun back .I tried to call them and have them resell the exact gun for same money they wanted to refund but again they refused.

  

  Business Response

  Date: 06/10/2025

  Hello ****,
  

  We are sorry to hear that you are disappointed and frustrated with your recent order and not being able to pick up a firearm that you recently ordered.

  When we were reached out to by your FFL about your order, it was to inform us that you did not pass your background check and would not be able to take possession of the firearm. He asked if it was possible to change the name on the order to allow him to run your wifes background for it instead. This is not something we can do, as the purchaser must be the one to perform the background check by law.

  Per our return and warranty policy, if a firearm or lower receiver is not picked up within 14 days of arrival, including failed background check, not legally allowed to own, refusal to pick up,or any other reason the transfer is not otherwise able to be completed, the transaction will be canceled. Guns.com will process a cancelation and return of the product, minus any fees, a $30 return shipping fee, original shipping charges, and a 15%restocking fee.

  Please reach out to our service team if you have any additional questions about our policies or to share any additional feedback.
  

  Thank you for shopping at Guns.com.

  Customer Answer

  Date: 06/11/2025

   I am rejecting this response because:

  The gun was purchased with the intention of being registered under my Wife's name. After it arrived I was told that it had to be registered in my name since the shipping label had my name so I had to agree and let them try run it under my name. when my bg failed due to an error in the system that took a week to get the response we requested to change the name on the bill to my wife name with the same address and everyting.

  Guns.com shipped the gun on May 13 and was delivered on May 15. They claimed they can't transferer the name to my wife since I paid for it with my credit card and put my name on the shipping label without sending it back and repurchasing it. Even if that's true the gun was shipped back on May 24 and they did their partial refund on may 29 which means they received it well within their ********************************* their response. 

  We never wanted to ship the gun back and want to keep the gun if they would cooperate!

  All we want it for them to resend the gun under my wife's name without charging their 15% restocking fee and their processing fee. I don't mind paying for the shipping fee since the gun had to be reshipped but will not be satisfied with them deducting 50% of the price of the gun knowing that we want the gun anyway but they refuse to cooperate and change the name on the invoice to my wife's name. 
  
  

  
  

  

  Business Response

  Date: 06/17/2025

  Hello ****,
  We are very sorry for your continued frustration with your purchase experience.
  

  We understand that you may have intended the firearm to be for your wife, but we processed and shipped the firearm based on the information you provided to us. As we previously advised, we are unable to make changes to the order once it is placed, especially since the firearm has been returned to us and we have processed your refund.
  

  A new order will need to be placed in your wifes name, if you want to have another firearm shipped out. Our rangemaster team would be happy to help with this if you have questions or need any assistance. You can reach them at ************** during our business hours of 8 am to 6 pm CST Monday through Friday. 

• Initial Complaint

  Date:05/16/2025

  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.

  This is a predatory business. Their policies treat the customer extremely harshly. I mistakenly ordered the wrong item from them. I called them immediately but they refused to cancel my order unless I ordered something more expensive from them. They say they have no way to cancel an order unless I buy a more expensive item from them. They are monetarily abusive to customers.

  

  Business Response

  Date: 05/22/2025

  Hello Markul,
  
  We are sorry to hear that you were disappointed with a recent purchase.
  
  One of our goals is to expedite your order so your firearm gets to you quickly. As soon as you place your order, the automation in our platform starts the process for getting it to you as soon as possible.  Therefore, once an order is already in fulfillment.we're unable to cancel your order.
  
  Our service team may have been trying to work with you to try and replace the order with a different firearm,since you mentioned that you ordered the wrong caliber, but we do not require that you spend more money in order to cancel an order.

  
  We appreciate you taking time to share feedback about your experience and voicing your displeasure with our policies. At this time, we are not able to cancel the order. 

  
  

  Customer Answer

  Date: 05/27/2025

   I am rejecting this response because:
  The sales desk flat out told me that the only way they could cancel the order was for me to buy something equal or more expensive. If you record your calls please pull the tape and listen to it. You are trying to act like this is not your policy but it is. Your employee clearly states that. On top of this yall have had the gun back for over a week and have not refunded me anything. You are a predatory business that treats customers unfairly. 
  
  

  

  Business Response

  Date: 05/30/2025

  Markful,
  
  We are sorry for your continued frustration with our policies and your experience with your order and your call to our service team.
  
  We have reviewed the call that you had with our rangemaster and the service manager, and they did not state that an equal or more expensive firearm needed to be purchased, but that simply if you replaced the order for the wrong firearm, we would have worked to stop that order from shipping.
  
  As far as the return of the firearm,it was rejected by your *** and shipped back to the sender by *****. This was then received back to our warehouse on May 27th and then processed back into inventory on the 28th. Typically refunds are generated within ***** hours after they are logged back into inventory and your refund was initiated back to your card today May 30th. As per our return and warranty, we would provide a refund minus a 15% restocking fee and a $30 return shipping charge, along with the original fees in order to process and ship the firearm. We did waive the restocking fee for you in this instance because we understand this was your first purchase with us and we werent able to help get you the firearm you really wanted.
  
  Please reach out to our service team if there is anything else you have questions about or wish to discuss further. 
  

• Initial Complaint

  Date:03/20/2025

  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 paid for a firearm on 3/3/2025. On 3/7/2025 the wrong firearm was sent to my ffl dealer.*** was said that the labels on the firearms were switched by mistake. my *** dealer sent the wrong firearm back to them with the 2 day delivery fed ex postage . it is now 3/18/2025 and I have not received my firearm and they have been giving me the run around on where my firearm is. I asked for a refund several times since they don't know where my firearm is to which they have refused. I don't have my firearm or my ******$ back but the accidental firearm has found it's buyer and they gave me a bogus tracking number for an item that was supposed to be shipped the day before we even knew there was a problem. but there is still no movement on the tracking either. I asked them to send me a replacement firearm and they refused that too. they also let me know that the *** that has my firearm has not been responding to them when they have reached out to them which lets me further know that something isn't right. The people at guns.com keep making excuses but nobody is telling me where my firearm is. This is very bad business and since I'm out a firearm and ****** you might as well say they robbed me. 2 people also promised a 25$ promo code and that didn't happen either and the amount of stress I have taken on as a result is not worth that. I also made them aware of the fact that I planned on reviewing the firearm on my ******* channel and that now I can't even do that, the absolutely did not care. Please Help.

  

  Business Response

  Date: 03/28/2025

  Hello ******,
  

  We are terribly sorry about the problems you have had with your order.
  

  Our service team was continuing to work on getting your firearm shipped to your FFL, and we show that the firearm was successfully routed to your FFL a few days ago.
  We also made sure that our service team provided you with the promised $25 promo code that we promised to send.
  

  Please let us know if there is anything else you need for this order or if you have any questions. 

• Initial Complaint

  Date:02/21/2025

  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.

  Ordered a certified used pump shotgun. Spent extra thinking Certified meant checked and works as it should. spent $780 plus $30 transfer fee only to receive a gun that would not eject shells. Even tried different brands same issue sent it back next day with ***** still hung up in the gun. Only to be told that they documented shells was hung up in gun when received but that I was only receiving a partial refund nothing was wrong with the gun. If nothing was wrong with the gun a shell wouldn't be still stuck in it. Spent $780 plus $30 for transfer fee. Knew I would not get transfer fee back but only got $620 of the $780 back this is theft and I want the rest of my money back. This has been a hassle and waisted my time and cost me.

• Initial Complaint

  Date:02/03/2025

  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.

  As a new gun owner, I accidentally ordered a left handed gun. The serial number had LH on it but I thought it was a model type. I didn't accept the transfer from the agent store and asked guns.com to swap it out with the same right handed gun (I would pay for shipping) and they refused. They said I could either try to sell it to a 3rd party or pay a 15% ($450) restocking fee + $30 shipping cost. So I'm just out almost $500 for a simple mistake. I never used the weapon or even assembled it. Its still in the box, but guns.com won't just do a simple swap. And.. the right handed version is cheaper.

  

  Business Response

  Date: 02/12/2025

  Hello ****,

  We are sorry to hear that you had an issue with a recent order and ordered the wrong firearm.
  

  Unfortunately, you did not discover the error until the firearm had been delivered to your FFL. As our service team had advised you, all new gun sales are final, and we do not have the ability to exchange or swap firearms. You can review our return and warranty policy here - **************************************************.
  

  Please reach out to our service team if you have any further questions. 

• Initial Complaint

  Date:01/20/2025

  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.

  A transaction was made on 1/14/2025 near midnight. By 3PM the following day I had requested a cancellation of the order. The intial response was an unhelpful "can't help you," to which I responded within an hour. The second answer was a double down of the first answer. My complaint is two fold.First, I take issue with the fact that the claim upon order receipt that: "cancellation is not an option" is both deceitful and predatory. The totality of the feedback I see on this company resonates with this. Two facts: one, there is no other company I know of that pretends to be unable to accommodate cancellations.Second, after a phone call with an extremely pretentious and unhelpful representative, the excuse regarding the policy was due to an "efficient and expedited fullfillment process." This is a lie. Not only because it was confirmed that the order was in shipping on the 16th of Jan, 24 hours after my first cancellation request (if it was actually in shipping on the 16 for real, I received no update despite getting plenty of spam), and second because of the claim that this is due to the expedited fulfillment process. Based upon on the totality of other BBB feedback on this company, this is completely fabricated as much of the recent feedback is regarding delayed orders.I was met with zero assistance by this company, just a reading list of objections against my request. I find the practice to be predatory, if its even legal. I am extremely dissatisfied. The only possible recourse for this company is to assist customers with order cancellation. I need my order cancelled, or, given my immediate cancellation request, returned with full refund, no restocking fee, no shipping fee, etc. My advice to all other buyers is to stay clear of this company and their predatory practices. Don't make my mistake, find someone you trust with whom to do business.

  

  Business Response

  Date: 01/30/2025

  Hello ****,

  We are sorry to hear about your frustrating experience with your first purchase at Guns.com.

  Our Service team did advise you correctly, that once an order is placed, we are unable to cancel. We understand that you do not have any knowledge of or experience with a company that has a no cancellation policy but is our policy.
  At this time, we see that your firearm has been delivered to your selected FFL and is ready for you to pick up your order. If you review our Return and Warranty policy, which is located on our site here - ****************************************************** new gun & new lower receiver sales are final.

  We do appreciate your feedback about our policies and procedures and will share that with our Executive team for review and possible changes in the future. Please reach out to our service team if you had any additional questions or wanted to share any additional feedback. We can be reached at ************** during our business hours of 8 am - 4:30 pm CST Monday through Friday. 

• Initial Complaint

  Date:01/16/2025

  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.

  My problem is there return policy is outright unfair your making a purchase online where you can make mistakes especially on guns where its just number on a screen and cant get a refund or exchange for the one you actually want. when your the one paying for the shipping and i dont just want the refund because i regret buying it i just happen to buy the wrong length of the gun i cant get a refund even though its brand new unopened cant get an exchange. but if i were to just have left it at the store i would have been charged 30 and 15 percent of the price of the gun which is better then what the would offer me they pretty much told me kick rocks , telling me dumb things like sell it to your family member like what?.... no, i just want the right gun.

  

  Business Response

  Date: 01/23/2025

  Hello ****,

  We are sorry to hear that you are not happy with our return policy and that you made a mistake with your recent order.

  As you were advised by our service team and through the information on our website, all new gun sales are final. In case you did not review the full return and warranty policy, you can find it here - **************************************************.
  
  While we arent able to assist with a return or an exchange for your recent order, we do appreciate your feedback about our return policy,and we have shared this forward to our executive team for review for any possible changes to our policies in the future.

  Thank for your time and for shopping at Guns.com. 

• Initial Complaint

  Date:01/13/2025

  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 placed an order and then 20 minutes later attempted to cancel the order. I was told that this is not possible... their website does not explicitly state all orders are final.

  

  Business Response

  Date: 01/17/2025

  Hello ******, 

  We are very sorry to hear about your frustration with your recent order. 

  One of our goals is to expedite your order so your firearm gets to you quickly. As soon as you place your order, the automation in our platform starts the process for getting it to you as soon as possible.  Therefore, once an order is placed and in fulfillment. we're unable to cancel your order.

  Please note, all new gun sales are final. As a reminder, new guns are eligible for any applicable manufacturer's warranties. If you need help contacting the manufacturer, please let us know and we'll be happy to assist. Our return policy can be referenced our site here - ********************************************************;

   

• Initial Complaint

  Date:01/06/2025

  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.

  We bought a new gun from their website order# ******* on 12/14/24. It arrived marked USED. On the website it said NEW. The label affixed to the case said USED and displayed a price much less than we paid. The mags were obviously used. There are scuffs on the gun itself. Case was also scuffed up, plus the ** band is missing on the gun. When I contacted them I provided pictures of all our concerns and they responded with this, The sticker displaying status of "used" was not provided by us or our partner dealer. We are not able to confirm why your transfer sticker displayed that information. The price written on the label could have been written as reference of cost or other pricing available for an in store purchase from our partner dealer that helped fulfill this item. The price you paid on our website was correct and accurate for the item received. As for the missing ** band, you can certainly contact ** directly for a new band, however, its possible this model does not come with one or was in production before they provided bands. Additionally, we can confirm your magazines are not used. They are the exact magazines provided by the manufacturer. We do not see any scuffing that would indicate heavy ******** no restitution, no admission of mistake, nothing. Terrible way to handle a customer who overpaid in the first place. I will NEVER buy from them again and will tell every single gun person I know (and there are many) to steer clear of Guns.com.

  

  Business Response

  Date: 01/13/2025

  Hello Ava,

  We are very sorry to hear that you were disappointed with the new firearm that was delivered to your FFL. 

  As part of our guns.com promise, we work closely with a large network of FFLs around the country to ensure a safe and secure transaction that prioritizes their own inventory, supporting our nations gun stores and your local
  community. We allow our network of **** to establish pricing, and we present you with the best pricing at that time. Your order was fulfilled by one of our dealers and the pricing was set based on their inventory and was well below the **** of $1,609 from HK. 

  Our service team reviewed and discussed with you and addressed your concerns. The firearm was new and had not been sold to and transferred to another individual. Now that you have taken possession of the firearm it is no longer new and all of our new firearm sales are considered final. You can find information on our Return policy here ************************************************** and in our Terms and Conditions here - *************************************************************;

   

• Initial Complaint

  Date:01/06/2025

  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.

  Won auction on guns.com,paid right after the auction.12/10/24 never received item I paid for, contact guns.com was email back stating their team was looking into the matter, never received or any response sense.Want item or refund

  

  Business Response

  Date: 01/06/2025

  Hello ****, 

  We have received and have reviewed this complaint and do take the matter seriously. 

  After completing a thorough search, we do not see any phone calls, emails or any orders placed with us using the information provided. Further more, Guns.com does not host auctions on our site for any merchandise, including firearms.

  We would be more than happy to look into this matter further if you wish to provide more information. Specifically an order number, different email or phone number the order may have been placed under, or information from a bank or credit card company showing a charge to Guns.com, including the date of the transaction and the amount charged, and the card type and the last 4 digits on the card. 

  Please reach out to service team so they can assist. They can reached at ************** during our business hours of 8 am - 4:30 pm CST Monday through Friday. 

   

  Customer Answer

  Date: 01/07/2025

   I am rejecting this response because:
  They lied,they vendors use there auction company to sell firearms.check there website.
  ******'s company is Olmsted Armory # ********** is the auction # 

  

  Business Response

  Date: 01/13/2025

  Hi ****, 

  We are very sorry that you continue to be mixed up about a recent auction that you took place in. 

  Guns.com does not host or offer auctions on our site. You are free to search out site or check in our Terms and Conditions here - *******************************************************, and see that we do not have any mentions of auctions.

  We be more than happy to discuss this further with you and assist you further if you locate any communications from Guns.com or have other information you may have used to make a purchase on Guns.com.