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:12/17/2024

  Type:Order 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 a ** **** 100 rifle with beechwood stock. I recieved a ** **** rifle with a Polymer plastic stock. I have called three times over 6 days with no resolution. After first call I was told to send more pictures. Sent more pictures. No call back. Called again. Woman said she would send a return label to my FFL and try to locate the correct gun. No call back. Just called today. He said he would send me a return label and try to locate the correct rifle. Still no call back. At this point I would take a $100 and keep the gun so I won't have to deal with this company anymore or send the return label and refund. I've bought several guns from this company and do not want to ever deal with them again.

  

  Business Response

  Date: 12/24/2024

  Hello *******, 

  We are terribly sorry with incorrect fireman being shipped for your recent order. 

  We have reviewed the information provided, and we have discovered that there was an error in the *** for our listing and we unfortunately do not have the model you desire at this time. We understand you frustration with the mix up and for any delay in getting this matter resolved. We did send a return label to your *** on December 18th and are just waiting them to ship it back so we can provide you a full refund. If you do wish to keep it, we would be happy to issue the $100 credit you suggested, for the error. 

  Please follow up our service team and let them know if you plan to keep the firearm or you are having the *** send it back. They can be reached at ************** during our business hours of 8 am to 4:30 pm CST Monday through Friday. 

  Thank you for your time and for sharing your feedback. We look forward to hearing from you. 

  Customer Answer

  Date: 12/26/2024

   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 **** would like the $100 refund from guns.com. I've had to pick the firearm up from the *** dealer and transfer it into my name due to Guns.com not sending return label in time and the delay on there part.Please have them issue the $100 back to my credit card.

• Initial Complaint

  Date:12/16/2024

  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 recently placed an order on Guns.com for a Ruger 10/22. It was supposed to be my sons first gun and he was supposed to get it for christmas. So basically a very special christmas was planned for him. The website said estimated delivery Dec 16th-19th. I ordered it the 11th or 12th of December. I checked my order status on the 16th and it still hadn't been dropped off at ***. I called the company and they stated that it was coming from a secondary distributor to them first as that distributor wouldn't deliver to my *** dealer. Once they had it they would ship it. The information on the website was completely misleading. If the distributor **** deliver to a specific *** dealer then that dealer shouldn't be a delivery option. The customer service agent then said it'll be in our hands today and we can try to get it out today. I asked can you expedite it as I leave to go get my kids for christmas on friday? I was told no as they have a contract with ***. Last time I checked *** did more then *** ground shipping. So basically the website is misleading to the point of lying and when they mess up they wont right it by shipping it faster. So now my son is looking at a christmas without his big gift. First and last time I will ever order from this company.

  

  Business Response

  Date: 12/24/2024

  Hello ******, 

  We are very sorry that your order took longer to ship than we had estimated. 

  When customers go to checkout, we estimate a delivery time based on our standard timeframes. When you placed your order on December 12th, we would have displayed a range of December 15th -19th, which is 7 days. Typically most of orders will ship and deliver in that timeframe. Unfortunately, we were not able to meet that estimate and did not get your firearm shipped out until December 18th. All of out long guns have to ship on a *** ground label and so we were not able to expedite the shipping. 

  We see that your order has delivered to your FFL at this time and will be available for you to pick up once you are back home. Please reach out to our service team if you have any questions or wish to share any additional feedback. 

• Initial Complaint

  Date:12/11/2024

  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.

  Ordered on 12-3-24 ****** rifle received wrong **** I ordered 357 *** but received 44mag that I didn't order!I didn't take possession.

  

  Business Response

  Date: 12/18/2024

  Hello ****, 

  We are very sorry to hear that you were disappointed with your most recent purchase. 

  We have reviewed your order and found that the order was placed for the 44 magnum, and not the .357.  All of of our new guns sales are final and we will not be able to offer an exchange for the other caliber. For more information about our return policy you can review it here - ********************************************************;

  Please feel free to reach out to our service team if you have any additional questions. They can be reached at ************** during our business hours of 8 am - 4:30 pm CST Monday through Friday. 

   

   

   

   

  Customer Answer

  Date: 12/19/2024

   I am rejecting this response because:
  
  Item was not transferred to my name. *** DEALER STILL HAS ITEM! A mistake should be able to be returned when not transfed. I am willing to pay for shipping and insurance! It's the right thing to do! Thank You **** ****** ************

  

  Business Response

  Date: 12/30/2024

  Hi ****, 

  We are sorry to hear that you are not interested in taking possession of the firearm that you ordered. 

  If you are refusing to pick up the firearm, we can work with your FFL and have the firearm shipped back to us. If we do have to recover the firearm, we ill provide you a refund minus the original shipping and processing fees, along with a $30 return shipping charge and a 15% restocking fee, for having to bring the item into our inventory. 

  Feel free to reach out to our service team if you wish to have us start that process for you. They can be reached at ************** during our business hours of 8 am - 4:30 pm CST Monday through Friday. 

  Customer Answer

  Date: 01/02/2025

   I am rejecting this response because:
  
  Already made a  statement of being dissatisfied response from the guns.com Should allow a return when you're willing to pay for shipping!

• Initial Complaint

  Date:12/09/2024

  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.

  My wife purchased a used Taurus PT22 from Guns.com. Once we received it we found that it was damaged due to misuse from a previous owner. We contacted Guns.com customer service. They told us to contact ****** for warranty service. ****** told us due to age, repair parts are no longer available. We went back to Guns.com. They said that as the gun was probably still functional, so a return will likely be subject to a $30 shipping fee and a 25% restocking fee. For a defective product. They promised an *** email within 3 days. Its been almost 2 weeks and we received nothing.The gun was listed in excellent condition.

  

  Business Response

  Date: 12/17/2024

  Hello *****, 

  We are sorry to hear that you were disappointed with a recent order.  

  We have used the information you provided and do not see an order placed under your name, phone number or email address. We'd be more than happy to look into this further, if you can provide an order # or the name, phone number or email address the order was placed under. 

  You can also reach back out to our service team if you were working with them on a return, for a status on the shipping label. They can be reached at ************** during our business hours of 8 am - 4:30 pm CST Monday through Friday. 

  We hope to hear back from you so we can see if we are able to assist you further. 

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

   

   

• Initial Complaint

  Date:12/09/2024

  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.

  Transaction ******. Guns.com has shady business practices. I purchased this certified used gun from them. After shooting around 50 rounds through it the gun jammed and failed. They refused to honor their return warranty despite the issue happening within 7 days of the return window. The fact that they have a 7 day return window is very telling. The only reason to have such a short return window is if they are selling guns they are not certain about the condition of and/or know they are in bad shape and will fail. This gun was listed in excellent condition and yet failed the first time I shot it. The right thing in this situation would be to honor the return policy and allow a return of my gun for a full refund.

  

  Business Response

  Date: 12/17/2024

  Hello ****, 

  We are very sorry to hear about the issues with your most recent purchase with Guns.com.  

  We see that you were working with our service team and reported the issue with the slide sticking after taking the firearm to the range. We had advised you of what our return policy was for our Certified used and we do allow for a return within 7 days of transfer. You also advised us that you had left your firearm with a gunsmith for review, and to this date have not heard back what they found or if you already had work done to the firearm. 

  We would be more than happy to discuss this matter further and see if we can try and find a solution. Please reach out to our service team at ************** during our business hours of 8 am - 4:30 pm CST Monday through Friday. 

  Thank you for sharing your experience and for shopping at Guns.com. 

   

  Customer Answer

  Date: 12/26/2024

   I am rejecting this response because:
  
  This solves nothing. I have already contacted their customer service department and the ultimate response is that their policy is 7 days and that is it. This issue happened on day 6. The gunsmith ended up doing nothing. I took the gun back and worked on it myself replacing the non OEM slide spring that was in there for some unknown reason.

   

  The gun is working now but has received scuffs, marks, and damage due to the initial issue. I am not happy with the gun even though it is now working and would like to return it. I KNOW the dealer will not accept a return as they did not state that was a possibility in their response.

  Therefore I am rejecting this response.
  

   

   

  

  Business Response

  Date: 01/06/2025

  Hello ****,

  We are very sorry that you remain frustrated and disappointed with the firearm you purchased with Guns.com. 

  After reviewing your rejection, we did not find any other communication with our service team and we have been notified that you have filed a dispute with your bank or card company for the purchase. Our Finance Team will be reaching out to discuss this matter further and working to resolve with you and your financial institution.  

   

  Customer Answer

  Date: 01/07/2025

   I am rejecting this response because:
  
  

  The issue is yet to be resolved at this point in time.

  The business has not reached out to me yet.
  

  

  Business Response

  Date: 01/17/2025

  Hi ****, 

  We are sorry for any continued frustration or confusion or previous response may have provided. 

  Now that the charge for the firearm has been disputed with you financial institution, we will need to wait to see the result of our challenge to see what the next steps will be. This process can take awhile, depending on your financial institution. 

  We will be reaching out to you to resolve after the conclusion of the dispute. 

   

   

  Customer Answer

  Date: 01/21/2025

  Understood. Not a problem to wait.
  
  As long as the issue remains then the complaint will remain open and unresolved.
  
  I will not accept any resolution short of FULL refund and return of the firearm due to the condition in which it was received.

  This complaint WILL remain open until the desired resolution is reached.
  
  
  

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair 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.

  Transaction date: 11/19/2024 Paid: $22.99 plus tax for pistol hardcase ********** committed in their return policy, which clearly states that they will return branded merchandise for a full refund and pay for shipping. see ************************************************** Dispute: Their policy as stated on their website states they will return merchandise with their branding, when I called to get the return label, they told me no they will not take it back. Resolution: I would like to ship case back for refund since it is unopen and meets the requirements of their online policy.

  

  Business Response

  Date: 12/10/2024

  Hello ******,
  

  We are very sorry to hear that you were disappointed with your recent purchase and with our adhering to our return policy.
  

  The pistol hard case that you purchased, while having our Guns.com logo on it, is not considered as part our merchandise inventory, it falls under the accessory category. Our merchandise items that we have the return policy for are things like apparel, drinkware, and other items like stickers and patches branded with the Guns.com name and logo. They are found in a different spot on the website labeled Merch. We are sorry for any confusion you may have had with this.

  We will be sure to pass this experience on to our Executive and Marketing teams and work to update our policies and Terms and Conditions to be clearer for our customers. To invite you back to our site for a better experience,we are going to provide you with a full refund for the case, and there is no need to send it back.  
  

  We thank you for your time and for shopping at Guns.com. 

  
  

  Customer Answer

  Date: 12/10/2024

   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.

• Initial Complaint

  Date:11/08/2024

  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.

  I ordered a gun from ***************************** had me chose from a list of local gun dealers to send it to for the transfer. I chose the closest to me & the dealer refused to do the transfer because they said it was not a reliable gun. They had me contact guns.com to send it back to them. Guns.com charged me 25% of the cost of the gun to send it back & instead of sending it to another dealer who would except it they just kept my ********* ended up paying for no product.

  

  Business Response

  Date: 11/14/2024

  Hello ********,
  

  We are very sorry to hear about the difficulty you had taking transfer of the firearm you ordered from Guns.com.
  

  As we have outlined in our Return and  Warranty policy, which you can find here - ***************************************************** 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. 
  

  As we advised when we spoke to you, we are happy to reach out to the *** and have the firearm returned to us and provide the refund laid out in our policy. Please follow up with our service team if you wish to proceed with the return.
  

  They can be reached at ************** Monday through Friday during our business hours of 8 am to 4:30 pm CST. 

• Initial Complaint

  Date:09/11/2024

  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.

  I ordered a gun and purchased package protection. The gun was damaged and guns.com refused to refund package protection. They do not honor the agreements they make. They then went on to block me on social media disallowing me a platform to address my issues

  

  Business Response

  Date: 09/15/2024

  Hello *******,

  We are very sorry for any disappointment you had with your recent purchase, and any frustration you had with the result of your package protection claim.

  Our Package Protection is coverage for if your item(s)purchased from Guns.com were to be lost or damaged during shipment. The information you supplied with your claim was reviewed and we found that there was not damage to your firearm during shipment but were marks from previous use of the used firearm you purchased.

  We understand that you have had conversations with our service team since this was filed and you were able to come to a resolution of the matter. Please reach back out to them if there is anything else still needed. 

  Customer Answer

  Date: 09/16/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is a poor excuse but i just take the refund. They refunded the package protection because it was damaged, I will not purchase form guns,com again 

• Initial Complaint

  Date:09/11/2024

  Type:Billing 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.

  Sold my DDM4 to guns.com on August 18th. They have been in possession of my rifle since August 29th. I still have not been paid as of September 10th. Chose ACH as my payment method and they changed it to check without my permission/knowledge. I have sent several unanswered e-mails and messages to no avail. Called many times only to be told they will forward my message to finance. **** and there is nothing else they can do or offer. Please pay me!

  

  Business Response

  Date: 09/15/2024

  Hello *****,

  We are very sorry for the delay in getting payment to you for your recent firearm sale to Guns.com.

  Our inspection team was a little behind and your firearm was received just before the Labor Day holiday and our staff was off in observance.Your firearm had passed inspection and was approved for payment on 9/4. We attempted to process your payment as an ACH as you requested but were unable to process it due to no banking information being present. We converted the payment method to issue and mailed your payment to you.

  Please reach back out to sour service team if you need anything further with this sale or have any questions. 

  Customer Answer

  Date: 09/16/2024

   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.

  Payment by check has been finally received. 

• Initial Complaint

  Date:08/12/2024

  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.

  I was mislead by fee free purchase. I went to pick my order up at ******* guns and there was 60$ plus 25$ for background check. I already paid 265$. I requested to cancel several times and no response

  

  Business Response

  Date: 08/16/2024

  Hello *****,

  We are very sorry to hear about your disappointment with your recent purchase and for any confusion around our Fee Free promotion.

  
  The Fee Free promotion we had was for the waiving of our standard fees we have with firearm orders, the $7.99 shipping fee and our $15.99 processing fee. These fees were waived for your order and it was processed correctly.
  The fees you mention being charged were paid to ****** Brothers Firearms, the Federal Firearms License(FFL), that received your firearm and were responsible for any paperwork and running any background check required by the state of ****** or by the *** and ******************* Any FFL that performs this service is allowed to charge a transfer fee and there would be a fee for running the background check required by the state.

  
  We do see that you attempted a number of times to try and cancel your order, both on the phone and via email., We did advise you multiple that once orders are placed and they are in fulfillment, we are not able to cancel. Our team did try and stop the order from shipping, but we were unsuccessful and it had already shipped. Now that the firearm has been delivered to FFL, we are not able to cancel the order and provide a refund.

  
  Please reach out to our service team if you have any additional questions or you need further assistance. You can reach out to us at ************ during our business hours of 7:30 am 6 pm Monday - Friday CST.