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:03/06/2024

  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 a Streamlight Protac 2.0 Mount system, order # ****** and the remote pressure switch is missing. Guns.com after trying for a week to get in touch with them, told me I had to call the manufacture. I don't know how to get in touch with them. I did not buy from the manufacturer. I bought from Guns.com. They should locate and supply the missing part.

  

  Business Response

  Date: 03/07/2024

  We're sorry to hear ***'s Streamlight Protac 2.0 Mount System was missing the pressure switch. It's uncommon for there to be any issues with new accessories,but in the rare instance there is an issue we'll gladly help put one in touch with the manufacturer for support. Our return policy states "All accessory sales are final. Optics, magazines and other accessories may be 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." Streamlight is a fantastic company with great product and service. We reached out to Streamlight directly on his behalf and they've mailed the missing pressure switch directly to ***. If *** has any additional concerns, we ask him to give us a call at ************ and any of our ************ would be happy to help. 

• Initial Complaint

  Date:03/06/2024

  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 brand new handgun from this website it arrived with heavy scratch ****s down to the metal of the slide on the side of the gun it also had chips and dents in the metal all throughout the slide of the gun, this is a $300+ part and absolutely was not ****eted as damaged at all. The company told me it was just a water **** and has not responded to me since. This was a brand new product that arrived damaged

  

  Business Response

  Date: 03/07/2024

  Since ******* informed Guns.com about his concerns after transferring his new firearm, any potential resolution would fall within the purview of the manufacturer. Raising concerns about wear post-transfer poses challenges in substantiating claims. It's important to note that once the transfer is complete, the sale is considered finalized, making subsequent claims challenging to validate. 

  Customer Answer

  Date: 03/08/2024

   I am rejecting this response because:
  
  They were informed immediately upon me obtaining access to the firearm where I could actually inspect it (I was not able to do this at the store it was transferred to) guns.com was informed the firearm was damaged and had signs of wear and deep scrapes into the metal of the slide. They are trying to accept no responsibility for selling a damaged product marketed as New on their website. This is a replaceable but expensive piece of the firearm and I would expect a reputable company to replace the damaged parts of what they sold.

  

  Business Response

  Date: 03/11/2024

  ******* transferred and took possession of his new firearm, later making the claim that it had signs of wear. As stated previously, raising concerns about wear post-transfer poses challenges in substantiating claims. For this reason, it's important to inspect one's firearm before transferring. Specific to new firearms, our return policy states "All new gun & new lower receiver 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." If ******* has any additional questions, he's welcome to give us a call at ************.

• Initial Complaint

  Date:02/15/2024

  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.

  I purchased a gun and went to pick up there was a issue when I went to pick up and I didnt want to wait for it to be cleared up because of the return policy timing I then emailed no answer for a week then called and said need to return it has been over 30 days and the dealer has not shipped the item back yet. They want more money from me when they havent even returned my buying the item fees yet . So holding my refund hostage till I pay more money bad way of doing business

  

  Business Response

  Date: 02/16/2024

  **** ordered a firearm from Guns.com on January 6th. The firearm delivered to ****'s selected FFL on Thursday, January 11th at 2:08pm. **** informed Guns.com that she was unable to take possession of the firearm and needed to return the firearm. We sent a return label to ****'s selected FFL and heard that they require **** to pay their transfer fee before they'll ship it. It's important for **** to understand the transfer fee being requested is from the transferring FFL and is not assessed by Guns.com. We're happy to help **** find a workable solution, and invite her to give us a call. She can reach us at ************.  

  Customer Answer

  Date: 02/19/2024

   I am rejecting this response because: I have called and it is there ffl  from there list . I wa already told that there deducting restocking fees and shipping fees and now want more money thats the point . I am not paying anymore money for a item I do not have and have not received and they still have my 299 I have nothing  why should I pay more yet again when I called the ffl they dont only want a transfer fee they want a shipping fee also it seems that they keep asking for money just to give me my money back ?????
  
  
  

  

  Business Response

  Date: 02/26/2024

  Outlined in our return policy and terms and conditions, if a purchased firearm is not picked up for any reason 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. As mentioned previously,the transfer fee is from the transferring FFL, not from Guns.com. As a courtesy, we have offered to waive the return shipping charge for **** to offset the transfer fee that her local FFL is requesting. If **** has any questions,we encourage her to give us a call at ************.  

• Initial Complaint

  Date:02/14/2024

  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.

  In 1/7/2024 I order a gun from guns.com which I was charge with the amount of $1,421.15. Surprisingly my order arrive to the *** faster that I expected. However, the *** contacted me to tell me that type he received is illegal in my state. It surprised me because it wasn't the characteristics of the gun I order. I send an email and later called on 1/10/2024, explaining that it wasn't the gun I saw on their website. I also talk to customer service and explain that the picture and description doesn't match with the gun I chose. I also notice the hyperlink in the website was changed 2 days later for the gun the ship to me, correcting their mistake.After being approved for the refund I notice I didn't received the full amount. There were missing $258.92. because the refund was $1,162.63, Meaning I was charge for shipping and restock feed. After I made a request for the missing amount I received a respond from the company where they basically make me responsible for their mistake. I was told for the range master, "many of our pictures are stock photos provided to us by the manufacturer and do not necessarily represent the actual item being purchased". I also was told to not rely in photos alone. At this point I feel like was cheated by the technicality of the company. If the listen to my conversation mention that neither the photo not the description match with the my product. I think it is their duty to make sure everything is correct on their website and make it easy for their customers.

  

  Business Response

  Date: 02/16/2024

  We're sorry to hear ******* didn't receive the firearm that was pictured in the listing from his purchase. We strive to provide accurate information in all of our listings, and apologize for this experience not being easy. We have processed a full refund for *******'s order, and would be happy to help him find a compliant option. We've left ******* a voicemail, and would welcome a call from him if we can help any further. 

  Customer Answer

  Date: 02/21/2024

   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:01/16/2024

  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.

  On 12/23/2023 I accidentally purchased the incorrect model number of the item I was looking for. I was charged $2030.72 for this item which was fair. However, when I noticed my mistake the next morning, I immediately took action to attempt to cancel this order so that I could order the correct model number. In spite of the fact that this item had not yet been picked, packed, or shipped, the representative I was on the phone with refused to let me cancel the order. I now own a $2000 item that I have no use for. The representative was kind enough to tell me that they would buy the gun back, but at a used wholesale price, not what I paid for the item. I feel like an honest mistake was made on a high ticket item that was factory condition with zero customization and this company should have worked with meon this in a more equitable fashion. I would like for them to refund my money and take this item back.

  

  Business Response

  Date: 01/18/2024

  *********** purchased a firearm on December 23rd. Three days later on the same day his firearm was scheduled to be delivered by **** *********** called Guns.com customer service and asked to cancel his order having realized he didn't intend to order that particular firearm. Our Rangemaster explained that his firearm had already shipped and was scheduled to deliver that same day, and that the order couldn't be cancelled. She further explained if *********** didn't transfer his firearm, Guns.com would recover the firearm and issue a refund in accordance with our stated return policy. On our website we state all new gun & new lower receiver sales are final. Additionally it's outlined that if a firearm can't be or isn't transferred, we 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. This information can be found here **************************************************************;

  Customer Answer

  Date: 01/22/2024

  I am rejecting this response bc if the representative had clearly explained that to me, I would have elected to not pick the firearm up from my ***. I would have elected to do so without hesitation. She failed to make this clear. The only reason I picked the firearm up from the *** was because I was fearful it would be returned to guns.com and I wouldn't have received any sort of refund for the item. Had I know I would have been refunded the price of the item minus the fee, I would have done so without hesitation. I was not about to be left out of my money and out of the item. I will be satisfied if guns.com will take the firearm back, refund the purchase price minus the fee.
  
  
  

  

  Business Response

  Date: 01/24/2024

  Having listened to the recorded phone call between *********** and our Rangemaster, *********** quoted our return policy as stated on our site specific to if the firearm is not picked up from the **** Our Rangemaster proceeded to reiterate what he had just read from our website,stating if the firearm were not picked up and returned to Guns.com, a refund would be provided minus reshipping and restocking fees. *********** then stated one way or another, this gun was coming back to Guns.com. ***************************** to the terms and conditions at checkout, read the return policy to our Rangemaster while on the phone, and had our Rangemaster reiterate the policy and process specific to his very situation.*********** ordered a firearm he didn't intend to and is asking to return it without any restocking fees, after having transferred it. Since Guns.com did not make any error, and we picked, pack, and shipped the exact firearm that *********** ordered and transferred, a return cannot be issued. If he has further questions, we'd be more than happy to visit with him. 

• Initial Complaint

  Date:12/28/2023

  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.

  Bought a firearm 12/11/2023 that was sold as certified used - meaning it is reviewed by experts. "Every gun is individually inspected and will only be sold if it passes thorough, 10-point inspection process". The gun was picked up and upon further inspection of the bolt carrier group - gas rings were missing - a very important part for the safe operation of the firearm. This was rated at the "Excellent" level via their experts.I contacted customer service promptly and supplied the requested photos and video of the part in question as well as fully assembled. Received a reply today (12/27/2023) stating their solution was to either have the firearm returned for a refund or a $50 coupon to their site. This weapon is considered hard to find due to model and configuration, therefore returning it would not make much sense. The $50 coupon would not begin to make a decent dent in the money it would take to purchase a brand new carrier group to ensure the safe operation of the firearm itself. No apologies given aside from the individual I spoke to initially before sending evidence.On top of which, as relayed to the rep via phone, there were additional parts that were loose and/or broken/

  

  Business Response

  Date: 01/02/2024

  Hi *********** - We're sorry to hear you're not thrilled with your recent purchase. You should have complete confidence when buying your firearm from Guns.com!  Our Certified Used firearms do go through a rigorous 10-point inspection before being listed. Your rifle is not missing anything, and arrived as it is intended to be by the manufacturer.We've tried calling you to explain, but weren't able to reach you. Please give us a call back at ************ and we'd be happy to walk you through your rifle's BCG.

• Initial Complaint

  Date:12/27/2023

  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 bought a gun about 6 months ago and after a few days the purchase I changed my mind. I called the company support number asking for a refund and since then its being a real nightmare. I called the company multiple times so they could send a shipping label to the local store where the gun was shipped in order to get the gun retuned to guns.com.Each call I get a different excuse and nothing is done to get the gun shipped back and my money refunded. The order number is #******

  

  Business Response

  Date: 01/02/2024

  Hi ******* - We're sorry to hear your return experience hasn't been easy. So far we've provided two return labels in an attempt to recover your firearm. We left you a voicemail this morning, and sent you a 3rd *** return label to use to return the firearm. You can either reply back to our email from this morning, or give us a call at ************ if you have any additional questions.  

  Customer Answer

  Date: 03/11/2024

   I am rejecting this response because:
  
  I did everything they told me to return the weapon back to them so I could get a refund. The weapon was delivered to the location on January 11, more than 2 months ago and Im still waiting for my refund. As soon as the first BBB case was closed they stop replying.
  

  

  Business Response

  Date: 03/15/2024

  The credit card ******* used for his purchase is either closed or expired, so a refund could not be issued to that credit card. We have contacted ******* to verify the address he'd like the refund check mailed to. He has since responded providing his mailing address, and a refund check will be issued and mailed to this address. We encourage ******* to contact Guns.com directly for any service needs before contacting BBB. Our promise is to make the Guns.com experience simple, and we're committed to delivering on that promise. Any of our ************ are happy to help and can be reached at ************ between the hours of 7:30am - 6pm CST, Monday through Friday. 

• Initial Complaint

  Date:12/20/2023

  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.

  I purchased a ******** Rifle from Guns.com as a new firearm. When I received it, there was some damage. I returned to ******** and upon their inspection, the notified me that then rifle had been bought and sold 2x previously. ******** also noticed considerable fowling caused from firing and not cleaning.

  

  Business Response

  Date: 12/26/2023

  We're sorry for this error, and understand *****'s frustration. Our selling dealer acquired this rifle from a reputable ******** dealer who sold it as new.Since this was an error, we immediately offered to return it for a full refund.Our customers should be able to shop with confidence, and this is not the experience any of our customers should expect when shopping with Guns.com. If we can help ***** with anything further, we'd be happy to do so. 

  Customer Answer

  Date: 12/27/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Guns.com has been very responsive and helpful. They have offered a full refund which is as much as can be expected. I sincerely believe they had no knowledge in this mishap and are as surprised as I am. I have bought from them prior to this and will continue to patronize their company. 

   

   

   

• Initial Complaint

  Date:11/14/2023

  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.

  I did business on guns.com 9/3/23. I had decided to return both orders I did so and they did refund one order on November first 2023. I called several times about the refund on the other order which shows as returned on the account. Still no refund. *** contacted them several times after they said they have refunded me but then they see one wasnt refunded and told me they will address it with a manager. The next day after that there was still no refund showing. The guy I spoke to twice that day claims I was refunded yesterday but I should call my bank because it wouldnt show up for many hours or days. Thats simply not true because if there was a refund it would show a credit with a pending status until it was confirmed. Theres nothing to that affect. The guy must think Im stupid. When asking for a reference number he said it shows up on their end and mumbles it very quickly. This is not a proper business and Im still waiting for a refund. Its the middle of November and this was purchased on 9/3/2023. This place is a scam

  

  Business Response

  Date: 11/17/2023

  ****** made two purchases with guns.com, one on September 3rd and one on September 11th. Both firearms were returned, and both refunds have been issued. We did speak with Melody today, 11/17 and confirmed that the refunds have been received on her end. We're sorry for any delay experienced in the refund process. Our goal is to always process these as quickly as possible. If ****** has any further questions, we'd be happy to help.

  Customer Answer

  Date: 11/17/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:10/22/2023

  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.

  On two separate occasions in the last two weeks, Guns.com has published a price on their Web Site for an item, that immediately increases when you put the item in your shopping cart and attempt to purchase it. This is clearly a "Bait and Switch" tactic meant to draw you into purchasing a product at a lower price and then charging you more when you check-out.On October 16th, their website offered a Keltec P-17 for $189.00. When you clicked on the item to purchase, the price changed to $227.99.On October 21st, i received and email from Guns.com declaring a sale on the Keltec P-17 for $219.99, but when click on the item the price changes to $258.99 This is an unfair business practice meant to dupe Customers into purchasing a product for a higher price. Not only is this unethical, but I do believe it is illegal.

  

  Business Response

  Date: 10/22/2023

  We're sorry to hear *** is frustrated with his guns.com experience. *** has previously expressed his dissatisfaction with receiving a promotional email to find that later the item was no longer available at this price. A member of our service team had previously addressed this in response to his email. We explained our inventory and price can fluctuate based on what is available and can be set by a local dealer. We shared that 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, and allow our network of FFLs to establish pricing, presenting you with the best pricing at that time. Due to the nature of this, once an item is sold that pricing may no longer be available and we are unable to price match.  *** replied to the email expressing his continued dissatisfaction. If *** feels there was a listing error on our site, we encourage him to view our terms and conditions, specifically section 3a where it states "all prices, discounts, and promotions posted on the Guns.com Site are subject to change without notice." It also states,"we strive to display accurate price information, however we may, on occasion, make inadvertent typographical errors, inaccuracies or omissions related to pricing and availability. We reserve the right to correct any errors, inaccuracies, or omissions at any time and to cancel any orders arising from such occurrences." While we're sorry to hear *** remains dissatisfied, we'd be happy to visit further with him to help provide clarification or answer any additional questions he may have. 

  Customer Answer

  Date: 10/22/2023

   I am rejecting this response because: Guns.com's response that this was some sort of inadvertent typographical error, inaccuracy or omission related to pricing would be laughable if it were not an intentional technique used consistently by Guns.com to Bait and Switch pricing on there Web Site AND in direct emails sent to their Customers.

  THIS BAIT AND SWITCH CON WAS PERPETRATED TWICE WITHIN A WEEK.1 - They advertised a price of $189.99 for an item on their website, however when the item was added to the shopping cart, the price increased to $227.99. I sent them an email directly advising them of this issue and rather than honor the advertised price of $189.99. the changed the price on their website to $227.99 and replied to my email that prices fluctuate due to their network of FFLs which has absolutely nothing to do with the cost of an item from their manufacture. They ***************** this story to hide the fact they were attempting to Bait and Switch me.

   2 - I received an email from Guns.com notifying me of a Price Drop  The email, sent on October 21st listed a price drop of the same item I was interested in previously.  This time the price was reduced from $258.99 to $219.99.  I immediately (within minutes of receiving the email) went to the Guns.com website with the intent of purchasing the item, only to find that they once again tried to Bait and switch me. The price on the website was $259.99.

   Lastly, it is quite obvious that this Bait and Switch technique of theirs is their standard business practice, so much so, they try to cover themselves with some legal jargon saying that they reserve the right to correct any errors, inaccuracies... blah, blah , blag, in other words they reserve the right to Bait and Switch their prices whenever they feel like they can get away with it.

  Guns,com needs to honor their advertised pricing and stop trying to con their Customers

   
  
  

  
  

  

  Business Response

  Date: 10/25/2023

  Sorry to hear *** remains disappointed. We've explained how pricing can and does fluctuate as inventory is sold and added to our site, with our selling dealers establishing their price, and guns.com presenting the best price at any given time. Despite explaining this in various ways, *** continues to insist on guns.com honoring a historical price of a firearm listing. At this very moment, the exact firearm *** is referring to is listed at and available for the $189.99 he is expecting it for, because pricing can and does fluctuate depending on inventory and selling dealer pricing. We have invited *** to give us a call to help clarify any confusion he has around listings, and we have not heard from ***. We've extended phone calls to *** and have been unable to reach him. Despite ***'s rejection of our initial BBB response, we hope he's received the clarification he's looking for. We see that he's since placed another order with us just yesterday, 10/24, and are optimistic he's pleased with his multiple guns.com orders and shopping experience. If *** has any remaining questions, or if we can help in any way, we'd love to hear from him! Our service team is available Monday through Friday from 7:30am to 6pm CST.