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:07/17/2024

  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.

  I purchased a firearm never received it and was told needed to pay a transfer fee to have it shipped back to get my refund . It has been ongoing for 6 months now . I paid there fee almost 2 months now and still no refund I call and get no where but they keep my money and ask for more

  

  Business Response

  Date: 07/23/2024

  ****'s firearm has not been returned to date, but we had already made an exception and issued a refund to ****'s credit card. Unfortunately the refund to ****'s credit card could not process successfully, so a refund check has been mailed to the address **** provided. If there's anything additional we can help with, we encourage **** to call us at ************. Any of our Rangemasters would be happy to help. 

• Initial Complaint

  Date:07/11/2024

  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.

  I ordered a ***** and ****** FPC from guns.com . I picked Modern Sportsman in **********, for the place for the gun to be delivered too. The package arrived, but the gun was not in the box. Guns.com said that they would refund the money, after *** completes their investigation. I have been told that the gun was stolen by ***, and they still will not give my money back or me. I purchased a protection plan, so that could refund on the case of an event like this. I have made multiple calls, with no resolution.

  

  Business Response

  Date: 07/12/2024

  We're sorry for the unfortunate event of *****'s firearm being lost by **** The investigation by *** is usually resolved sooner than this, so we have refunded ***** for this order and will continue to work with *** on the lost shipment.If there's anything additional we can help with, we encourage ***** to give us a call at ************. 

• Initial Complaint

  Date:06/14/2024

  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.

  they low balled offered that i took, then with the weapon in there position said they were only going to pay 200 because it needed cold blue. It cost 50 bucks to have it mailed back if i didnt except there new offer

  

  Business Response

  Date: 06/18/2024

  We're sorry to hear ****** wasn't excited about the initial offer that he accepted.Our appraisal team has years of experience buying, selling and trading firearms. They have a deep understanding of gun performance and condition assessment, as well the most up to date market value of the guns we buy. We are committed to giving a fair, competitive offer for your gun, and feel confident the offer amount was very fair. When the firearm was received in our Warehouse,the firearm sent was in a condition drastically different than the one in the photos provided by ******. A detailed email explaining the reasons why the firearm failed inspection was sent to ******, outlining the excessive undisclosed wear on the firearm and the broken muzzle bushing lock. A reduced offer was presented to ****** taking into account the gunsmith repair costs that the firearm would need in order to bring it to the level it was presented in when ****** initially made the submission. ****** accepted the reduced offer of $205 and has been paid for this firearm. If ****** has any remaining questions about his offer or the offer process in general, we invite him to give us a call at ************ and any of our Rangemasters would be happy to help. 

  Customer Answer

  Date: 06/21/2024

   I am rejecting this response because:
  it cost 50 bucks plus time to get the weapon returned if you don't like the counter offer ...to add cold blue and fit the lug on the end isn't worth 200. 400 dollars for an ak-47 is a steal considering you double your money...200 is internet highway robbery  Im not going to call you and explain why you ripped me off 400  is at a lost but having the option to opt out with a price is a bit predatory 
  
  

  

  Business Response

  Date: 06/24/2024

  The firearm ****** mailed to Guns.com was not only received broken, but was in an overall condition drastically different than how it was presented by ****** in the offer submission. When a firearm is received in a significantly lesser condition and has undisclosed damage, one can't expect the offer to remain unchanged. In rare situations where a firearm is received in a condition much different than presented in a seller's submission, a revised offer is made taking into consideration the condition and damages. The best way to avoid a failed inspection is to accurately represent the firearm and disclose anything that's broken. As stated previously, if ****** has any additional questions, we're happy to visit further. 

• Initial Complaint

  Date:06/13/2024

  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.

  Purchased an item from guns.com that advertised financing. It seemed basically like what Amazon does with Affirm. The item should be paid off by now but when I checked my account it shows roughly $2000 left to pay off and that the item is "Leased" not purchased. I have the option to pay off the remainder for approximately $1500. That is more than the original price of the item. This is predatory transactions that are designed to charge more than the price of the item. Guns.com, Credova and Monterey financing are intentionally approving at higher amounts than the item so people are unknowingly paying far more than what they are buying with the guise of no interest and payments over time. Yet they only have one month to pay it off. I have paid more than the price of the purchase, I should not have to pay another $2000 for nothing or at the least get that amount in credit.

  

  Business Response

  Date: 06/18/2024

  *** purchased a firearm on July 12th, 2023 and at checkout selected paying with Credova.At time of checkout it states "Please check the box for the terms and conditions on the right and submit your order using the "Apply Online" button under Order Summary. After clicking "Apply Online", you will be prompted to complete your purchase securely with Credova." From there *** applied with *******, was presented with the offer, agreed to the offer, and completed his purchase. It's important to read and understand what one is applying for and agreeing to. We provide financing information on our site at ************************************************** ***'s concern is regarding the Credova terms he agreed to, he can reach Credova at ************ or email them at ***************** Credova has dedicated support available for any questions or assistance one may need during normal business hours of 3AM to 3PM PST. If *** has any remaining questions for Guns.com, we'd be happy to visit further with him and invite him to give us a call at ************.  

• Initial Complaint

  Date:05/15/2024

  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.

  On May 3rd 2024, I ordered from the website guns.com. The item is a Glock 22 Gen 4 handgun. The item is described as a law enforcement trade-in. The picture shown on the website is not the handgun that was shipped. There is excessive wear on the slide of the Glock. This is not acceptable for my use. The gun was to be picked up at Guns and More of Thomasville **************, where I reside. On Monday May 13th before 5:00 p.m., I went to pick up the gun, expecting to fill out the necessary paperwork for the transaction. The unknown female behind the counter is very rude and unprofessional. She was dealing with an apparently extremely innebriated male customer who left and returned. I don't know the reason for her mistreating me. I explained that I may have the seller return the firearm for refund. On May 15th, at about 3:15 p.m. I spoke with a person named **** at the guns.com telephone number. He refuses to provide his last name or his employee title. **** is arrogant and not acceptable for customer service personnel. He actually laughed several times as I requested a refund. I asked to speak with a supervisor. **** said that he will have someone call me. I have yet to receive a follow-up phone call. I am requesting refund in full to my debit card of the amount paid, $385.77 due to the fact that the handgun that I ordered was never received. Plus, it is not as pictured on their advertisement. I can go to any licensed firearms dealer and make a qualified purchase. Thank you for your kindness and attention in this matter. Your help is appreciated.

  

  Business Response

  Date: 05/20/2024

  **** purchased a law enforcement trade in firearm, and later informed Guns.com that he received a firearm different than the one in the photo listing and was not pleased with the wear on the firearm. **** called our customer service team and spoke with one of our Rangemasters, ****. When **** explained why he wanted to return his firearm, **** explained that the listing shows multiple firearms in the photo to illustrate that they can all vary in condition slightly. This is common with law enforcement trade-in listings. Additionally, **** explained the listing makes it very clear that law enforcement trade-ins vary in condition by referencing the listing's description stating "Law enforcement trade-ins vary in condition. Some will have armory marks, others retain their police department crests, and almost all of them show signs of use (holster wear,nicks, dings, etc.). The condition will not be the same from one to the next,but they all fall within the same category of condition." **** continued to explain that if **** chose to return the firearm, there would be restocking fees since there wasn't anything wrong with the firearm and he received exactly what the listing stated. **** asked to speak with a manager. Seven minutes after **** spoke with ****, a Service Manager called **** and left him a voicemail. We haven't heard back from **** since leaving him a voicemail. If **** has further questions about our return policy, or would like to begin the return of his purchased law enforcement trade-in firearm, we'd be happy to help and encourage him to give us a call at ************. 

  Customer Answer

  Date: 05/22/2024

   I am rejecting this response because:
  Guns.com has not refunded my payment as requested.  I do not accept their excuses.   Guns.com is a fraudulent company, and has betrayed my trust as a new customer. There was no explanation that the photographs depicted were not the product offered for sale online.  I expect refund of my payment in full.  I will find an honest, reputable dealer for my purchase.  Thanks, BBB for your professional support in this matter.  I will not deal with guns.com again.  I do not recommend this company. 

  I require full refund for my payment.

  *******************;

  
  

  

  Business Response

  Date: 05/29/2024

  The listing for the law enforcement trade-in firearm that **** purchased has three photos, two of the photos show three different firearms from the law enforcement trade-in. This is to show the slight variations. If **** thought he was getting the exact firearm in the law enforcement trade-in listing, which of the three firearms did he think he was getting? Again, this listing has a clear description stating "Law enforcement trade-ins vary in condition."**** is refusing transfer because his firearm varied in condition.  Our listing states "the condition will not be the same from one to the next, but they all fall within the same category of condition" and **** is refusing transfer because his firearm's condition is not identical to the three firearms in the listing photo. We've explained to **** that we'll gladly recover his purchased firearm and process a refund consistent with our return policy. We're more than happy to visit further with ****, and encourage him to return our call. He can reach our **************** team at ************.  

• Initial Complaint

  Date:05/13/2024

  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 a Gun from there website. *** arrived missing parts that was supposed to be included with the purchase of the gun. I contacted them several times about the issue only to be told they were not going to do anything about it. They told me to contact the manufacturer and buy from them when I already bought it from Guns.com and they didnt include it when they sent the gun out. Guns.com didnt have any proof they sent it out or check the gun from there distributer but believe the distributor that it was sent with the gun which it was not. I would like the missing parts or a refund of 325 which is around what it will cost to buy from manufacturer

  

  Business Response

  Date: 05/20/2024

  ****** purchased a new shotgun that shipped from one of our selling dealers in our network. His firearm arrived to the *** he selected as his transfer dealer on April 29th. ****** transferred the firearm and left the *** with his new shotgun. Later, ****** stated he was missing chokes that were to be included with this Firearm. We connected with our Selling Dealer *** who confirmed they did ship all chokes and explained in detail where the chokes were when they shipped. We connected with the *** ****** chose as his transferring dealer and they confirmed the chokes were not in their possession. We aren't able to substantiate claims of missing components of a new firearm post-transfer.Since this is a new firearm that was transferred, and the selling dealer confirmed in detail where the chokes were at time of shipment, we are not able to issue a refund. If ****** has any additional questions, we'd be happy to visit further with him. 

  Customer Answer

  Date: 05/21/2024

   I am rejecting this response because:
  
  I never received my chokes with the new Gun. The seller never checked the gun before there 3rd party vendor sent it out to me and claimed they sent everything with the gun. Seller has a promise 

  Buying from us means something more than just getting a gun. It means getting a promise that well be here to help, no matter what the issue.

   

  Instead they only look out for there best interest and not there customers  They definitely didnt make this right  I will continue to spread the negative word about this company that is my Promise to them  

  
  

• Initial Complaint

  Date:05/07/2024

  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.

  I purchased a home did not pick it up according to there website Ill receive a refund minus stocking fee after 30 days its been over **************************** refund. I need a refund as this point it is now theft

  

  Business Response

  Date: 05/10/2024

  **** purchased a firearm in January and was unable to take possession of the firearm. The *** that **** selected to have her firearm shipped to is asking **** for their fee for receiving her firearm and conducting the background check before mailing her firearm back. Guns.com doesn't pay for transfer fees,but we offered to wave her restocking fees if she would resolve the transferring dealer's request. To date, we haven't heard from **** or her selected transferring dealer. As soon as we receive the firearm back to our Warehouse, we'll process her refund according to our stated return policy. If **** has any additional questions, we'd be happy to help.  

  Customer Answer

  Date: 05/13/2024

   I am rejecting this response because: I have a email asking if someone else can get the firearm and pay the fee was told yes by Guns.com and once the person got there they were told no . I have the email. I am done wasting my time will not be taking any time off work and not paying anything to anyone.  I have no money and no purchase seems like this is there issue 
  
  
  

  

  Business Response

  Date: 05/17/2024

  ************'s selected transfer dealer transfers the firearm to someone else is entirely up to that transferring dealer. We require the firearm back to our warehouse in order to process a refund. As a courtesy we previously offered to wave her restocking fees if she would resolve her transferring dealer's request. This offer stands and we will process her return when her firearm is returned to the Guns.com warehouse. If **** has any questions or if we can help with anything, we encourage her to give us a call at ************. 

• Initial Complaint

  Date:04/22/2024

  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.

  I bought a gun online, and the price was over $1,000.00. It was a rifle that was to be shipped to an FFL dealer in my home town. The package arrived, but the gun had not been properly wrapped (one piece of bubble wrap) and was loose in the box. As such, the **** and the **** plate had b been damaged. I picked up the gun, and took, accepting it only because shipping it back was an even bigger headache, and decided to have the gun repaired. I have made a claim for the repair bill, about $125.00, and they keep giving me the run around about wanting photos of the box and the wrapping. I sent photos of the damage to the gun, and do not have photos of the box. They are pulling the old ploy of delaying for any excuse to avoid paying the claim. I'll never do business with them again

  

  Business Response

  Date: 04/26/2024

  ****** purchased a rifle that was unfortunately damaged in transit. We asked ****** if he had photos of the packaging and he replied that he did not. When we learned he didn't have photos of the damaged packaging, we proceeded with the claim and offered ****** the option of issuing a credit to cover the cost of repair, or returning the firearm. ****** has still not responded to Guns.com, but instead filed a BBB complaint. His package protection claim is still open, pending his response. We'd be more than happy to help resolve his issue and ask that he simply replies to the most recent email, or gives us a call at ************. 

• Initial Complaint

  Date:04/15/2024

  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.

  Terrible! Spoke with ***** (who was incredibly rude) to cancel my order that hadnt shipped just to be told she wouldnt do it. If it hasnt shipped you should be able to cancel!

  

  Business Response

  Date: 04/18/2024

  ***** placed an order for a new handgun and emailed our customer service team on a Sunday afternoon requesting to cancel the order because he believed the slide of his handgun was silver. Our **************** hours are Monday - Friday from 7:30am - 6pm CST. Monday morning ***** called our **************** team concerned that no one got back to his email from the day before, and again explained his concern about what he believed to be the silver slide that he didn't want. Having reviewed the recorded conversation, our Rangemaster was very professional and polite as she helped ***** throughout the conversation.Our Rangemaster was quick to assure ***** that the firearm he ordered did not have a silver slide, and in no way did the photo or listing description depict a silver slide. After understanding this, ***** stated he wanted to cancel his order anyway. Our Rangemaster explained once an order is in fulfillment, we're unable to modify or cancel the order as we process orders quickly and most often aren't able to cancel before they ship. *****'s order actually did ship before we were able to cancel it, but we've made an exception for him and paid to have the firearm returned to Guns.com. We've called ***** and left him a voicemail explaining this, but haven't heard back from him since. If ***** has any additional questions about a product or how to buy a firearm online, we're more than happy to help. 

• Initial Complaint

  Date:04/08/2024

  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.

  This was my email to the unrepeatable company guns.com Beware, do not purchase any firearms from this unethical dealer. When this so called new firearm arrived at my FFL, **** and I, my FFL dealer were both surprised how bad condition this firearm arrived. **** (**********************************) FFL Dealer and owner of **************** ************************** ************** **, ***************************** ************. ********************************** witnessed all details of this documentation. This firearm was tampered before delivery. Terrible packaging, foam is inconsistent, foam pieces are not aligned properly, exposed glue, magazine not in its correct position, seemed it was tossed into the case over the slide. Magazine should have been inserted into the foam slit to stop it from moving and damaging, scratching the firearm. All three additional hand grips were scattered, one of the hand grips was stuck on the foam with glue from the case. Other contents were also same way, stuck on foam with glue from the case. The slide is very stiff, and gets jammed half way. The orange plastic barrel insert was not inserted into the barrel, there are actually 2 orange plastic inserts in this case! Why this came with 2 orange barrel slide protectors is very odd. I have bought several ********************************* pistols, never have I seen them come in this abused condition from *************** I will be sharing this experience with *************** Furthermore guns.com is listed first on the list of their FFL dealers and affiliates. Guns.com charged me close to $200.00 dollars to return this defective, tampered pistol with no exceptions. If I wanted my partial refund of close to $1000.00 dollars, they instructed us to wait for a return label to send it back. Keep in mind I never took possession, and refused to take delivery of this firearm from my FFL especially after seeing the abused, tampered condition of this firearm.

  

  Business Response

  Date: 04/10/2024

  ****** purchased a new S&W handgun on March 21st. This specific firearm was manufactured in March, 2024. ****** has spoke with a **************** leader multiple times regarding his concerns. During the most recent phone conversation we had with ******, he stated he acknowledges the firearm hasn't been tampered with but he simply feels the firearm is junk and wants to return it. ****** ordered and received a new firearm that was manufactured this past month, and in the condition that it left the manufacturer. We've explained to ****** that if he has concerns about the firearm's quality, he'd need to work directly with ***** & ******. Since ****** refused to transfer his new firearm, it has been recovered and inspected and found to be in new condition.Our terms and conditions that ****** agreed to at check out state "All new Gun sales are final. New Guns will be covered by any applicable manufacturers warranties. Guns.com may assist Buyers in contacting the manufacturer but does not assume any warranty responsibility." We're processing a refund consistent with our stated return policy which states "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 cancellation and return of the product, minus any fees, a $30 return shipping fee, original shipping charges, and a 15% restocking fee." If ****** still has any remaining questions, we'd be more than happy to answer any of them and encourage him to give us a call.