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:02/10/2023

  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 purchased a firearm on January 19th. I informed my FFL dealer I'm moving out of country and he suggested to reach out to guns com, I have since emailed them and called but no one picks up the phone or answered email. All I want is a refund of the total purchase price of what I paid.

  

  Business Response

  Date: 02/10/2023

  Hello *******, 

  Thanks for reaching out to us about your recent purchase.

  I'm sorry to hear that circumstances have changed since you ordered the firearm and that you do not plan to pick it up. Per our standard return policy, all new firearm sales are final and we would not be able to take the firearm back. Since you have not transferred the firearm at ***************, we can reach out to them and recover your firearm and issue a refund, minus a $30 return shipping charge, 15% restocking fee and original shipping charges.

  I do see that you had emailed us once this week to ask about the return, but I did not see any phone calls. We do try to get to all of our emails in ***** business hours, and I see that received your email on Wednesday afternoon. Did you call in with a different phone number than you have on your account? We are always available via our phone number ************** during our business hours of 7:30 am - 6 pm CST Monday through Friday, and a rangemaster is there to answer any questions or help with your order. 

  We will get started on return the Taurus G2C from *************** and once the firearm is back in our warehouse we will issue your refund. 

  Please let us know if you need any further assistance or have any additional questions. 

  Thanks for shopping at Guns.com.

   

   

   

• Initial Complaint

  Date:02/09/2023

  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.

  On 12/05/22 I purchased a Wingmaster 870 shotgun order number ******. The gun was not as pictured or advertised. It was rusted and pitted, in need of heavy refurbishing. I had it serviced and reblued , sanded and refinished costing me about $200. I contacted customer service and was given $50 back to my credit card and $100 gift code toward my next purchase. I then purchase a Taurus G3c on 01/26/23 , order number ******. The order was suspiciously cancelled the next day and the promo code for $100 was taken. I again called customer service and they reactivated a new promo code. Again, I purchase a Taurus GX4 on 02/01/23 , order number ******. And once again the order was cancelled the next day with the new promo code removed. It is clear that guns.com is either unable or has no intention of honoring the promo code that I was awarded when they sold me a faulty and potentially dangerous Remington shotgun. They advertised that there used guns are inspected and certified. The gentleman I spoke to agreed that it was clearly not the item in the picture. I feel the best course of action would be for them to return the $100 toward my credit card so I can make my purchase else ware.

  

  Business Response

  Date: 02/21/2023

  Hi ***** - I'm sorry to hear of the disappointing experience with your recent orders. 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 try to maintain an accurate listing of inventory available but we are ultimately dependent upon our network of suppliers to provide accurate inventory availability information. You have been provided an alternate $100 coupon code to apply toward a future order. I've called and left you a voicemail to help resolve your concerns, and hope to hear back from you soon.  

  Customer Answer

  Date: 02/24/2023

   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:02/07/2023

  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.

  Sold firearm to them. Took over a week for an offer. Agreed to what they offered and shipped firearm to them. They received the firearm on 1/27/23. Payment to me for the gun was approved on 2/1. as of 2/7, no payment and the status on website still says "Approved For Payment". Tried to call repeatedly, and just on hold forever - they never pick up. No answer to email either. If this is not resolved, I will report the firearm as stolen.

  

  Business Response

  Date: 02/16/2023

  Hello ***,
  

  We are very sorry for the longer than usual time to issue your payment. As we discussed with you, the missing bank information from your account lead to the *** payment not processing as it was set up. At the time you had reached out to us, our process to work on failed payments hadnt discovered your payment failure and that is why hadnt been able to contact you.
  

  We were able to issue a check payment and mail that to you via 2 day priority mail, to expedite your payment to you.
  

  We thank you for your time and understanding as we worked to resolve this quickly for you.
  

  Please let us know if there is any thing further we can do to assist you.

  Sincerely,

  *****

  Customer Answer

  Date: 02/16/2023

   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:01/27/2023

  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.

  Hello,I would like to request your help for a return of all money spent at Guns.com for 2 guns. I ordered these guns on 11/25/22 and still have not received them. I received emails saying my guns were sent to 2 different **** shops (for me to pick them up there) and the first **** shop said they weren't in business anymore. The second **** shop said they didn't receive them. I followed up with emails and a phone call yesterday to their customer service to try to resolve. The second email I sent went unanswered. After waiting 30 min on hold when I called yesterday, they said they would ask "management" if they could refund my money since I have not received the guns and they then said after they get the gun back from first **** shop they would credit me. They have not received the gun back according to Guns. com and asked for it back weeks ago, so it looks like they won't...regardless of what is happening there, they have not thoroughly vetted these **** shops they send guns to, but that is the responsibility of their company and not mine. Order numbers for guns were ****** in the amount of $292.29 and order # ****** for $338.54 for a total of $630.83. At this point I don't want to do business with this company because they have been very incompetent with my orders and I don't have faith in them resolving any issues I may have had with these guns if I ever did receive them. Guns.com customer service phone is ************. Can you please help. Thank you. *********************

  

  Business Response

  Date: 02/03/2023

  Hello ****,

  
  Im very sorry to hear about the troubles you have had with your order from Guns.com.

  
  When you placed your order on 11/20/2022, you ordered two firearms. We had to split your order into 2 orders because the firearms were being fulfilled from 2 different sources. The Hi-Point 995TS you ordered was fulfilled by one of our distributor partners and they were not able to ship to the *** you had selected, ***********. We had reached out to advise you of this via email and informed you of the new ***, ********* **** Shop 2. They have received our firearm and have been waiting for a while you to come in and pick it up.

  
  You also ordered a Mossberg Maverick 88 Security, and it was shipped out and received by ***********. They reached out and advised that they were in the midst of moving and were not able to perform the transfer. We asked them to ship it back and we planned to re-ship to ********* **** Shop 2, where your other firearm was at. Unfortunately,it took longer to get the Mossberg back from Triton. We were waiting for the firearm to return to our warehouse in order to reship when you reached out to us on 1/26/2023 and you asked to cancel the order. Per our Terms and Conditions, we do not accept returns for new firearms, but based on the circumstances we made an exception. We did cancel the order and issued you a refund to the credit card you made the purchase with, **** card ending with **** on 1/31/2023. 

  
  Please reach out to us and let us know if you will not be picking up the Hi-Point from ********* **** Shop 2, and we can have it returned to us and issue a refund, as we did with the Mossberg.

  
  We appreciate your patience as we worked to resolve this for you and thank you for shopping at Guns.com.

  Customer Answer

  Date: 02/07/2023

   I am rejecting this response because:
  
  No I will not accept anything but a full refund in the *** of $630.83 for the two guns For reasons already stated.  Guns.com sent me an email a week ago that I would get an "immediate" refund of just over 200. and change.  To this day (several days later), my bank has not received any refund from you whatsoever.   I responded back that I wanted the full refund and no one from Guns responded.  I would like to correct your statements made in your response.  I did not select these **** shops to send the guns to (they both should have been to the same one, but were in actuality, sent to a ******************* called Galax **** 2 which is different from the email you sent including the shipped to info with addy and phone of the **** shop.  I called the number you have me and they said they did not have my gun(s).  You sent the other one to a **** shop that was moving locations.  It is Guns.com to ensure that these shops are vetted, still in business and honest.  You did not do this.  Please refund the full ***. as stated above immediately.  I choose not to do business with Guns.com as they are slow, unreliable and untrustworthy and if there is a prob with the guns, I am not confident you would resolve the issue appropriately or fairly because your track record with me is far from professional.

  Sincerely,

  *********************

  

  Business Response

  Date: 02/13/2023

  ****,

  
  Im sorry that you remain unsatisfied with your order and the resolution we had provided.

  
  We will reach out to Gardners **** Shop 2 and recover the Hi-Point you ordered, since you have made it clear you will not be picking it up. Once we confirm the firearm is being returned, we will be able to issue a refund for the order. Based on our Terms and Conditions, If the Buyer does not pass a background check or the transfer is not otherwise able to be completed, whether the Buyer is not able to take legal possession of the Gun or for any other reason, the transaction will be canceled. Upon such cancellation, the Buyer will be charged a 15% restocking fee plus the cost of return shipping and the remainder of the transactional charges, less the original shipping costs, will be refunded to the Buyer. The Guns.com fees and any shipping charges to the transferring FFL Dealer are not refundable.

  
  We will be willing to waive the 15% restocking fee for the return of the Hi-Point along with crediting you the 15% restocking fee for the Mossberg. Please allow us a few days to make the necessary arrangements. You will receive an email once we have issued the refund for the Hi-Point. 
  

  Please reach out to us if you have any further questions.

  Customer Answer

  Date: 02/22/2023

   I am rejecting this response because:
  
  Guns.com did not address the issue and I suggest they reread my previous correspondence.  They have not issued a full refund.  Guns has the responsibility to return a full refund as they should own responsiblity for not getting the product sent to a correct location and I have not received them, your so called "restocking fees or any other fees" do not apply.  I expect a full refund and have only received a small portion of the *** spent.  I will not accept less than that.

  ****

• Initial Complaint

  Date:12/18/2022

  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.

  Order#****** Gun never showed up. On *** tracking it says package has been delivered and received by *******. I called ************** and they said they have no one by that name? *** store has the accurate pick up location but ************** never received it? *** said to get in contact with sender. I want a refund and will never buy a gun online again.

  

  Business Response

  Date: 12/21/2022

  ****** placed an order for his rifle on December 11th. The firearm shipped later that week and delivered on Monday, December 19th. *** tracking was not reporting correctly for a period of time. *** has since corrected this, and ******'s firearm was delivered the day after he filed this BBB complaint. We called ******'s selected transfer dealer and have confirmed they received it and was correctly noted by *** that **** signed for it. **** at the transfer dealer confirmed that ****** had already been in and transferred the firearm. If ****** ever has any questions regarding tracking information, or anything else, I encourage him to reach out to our service team so we can help, rather than immediately filing a BBB complaint. We aim to make our customer's experience simple, and we're always happy to help.

  Customer Answer

  Date: 12/21/2022

   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:11/22/2022

  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 purchase a **** 9mm pistol, and it was recalled because it wasnt made for standard bullets, rubber bullets only. Guns.com reached out via email, asked me to return it for a full refund, to include my FFL fees. They sent me a box with prepaid shipping, when they received it, I was sent an email that my refund would be processed. The amount was $331.84 and was supposedly issued back to my Amex on -11-10-22. I have still not received the refund, nor has anyone responded to my numerous emails. The other issue is that no one ever answers the phone. After purchasing several guns from here, this has been my first issue. All I want is my refund, they have the gun.

  

  Business Response

  Date: 11/23/2022

  ******* purchased a firearm that was later returned. We mailed a shipping box with a prepaid return label and received the firearm back on November 3rd. A full refund was processed the following day, November 4th. A service manager emailed ******* on November 4th,explaining the full refund had been issued. ******* emailed expressing concern that his payment wasn't refunded. We've since sent ******* two email responses,with a screen shot proving the refund was successfully processed by our payment processor. The refund was successfully processed on November 4th, as stated,and illustrated in our emails to *******. If it would be helpful, we'd be happy to have a conversation with ******* and his card issuer.

• Initial Complaint

  Date:10/27/2022

  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 submit a rifle i wanted to sell to guns.com. The made me an offer for $1225. I accepted the offer and they sent me a shipping label. The rifle was shipped and received by them on 10/18. On 10/19 they approved the offer for payment and I received and email that the payment would be processed within one business day. As of Monday 10/24 no payment received or the bill of sale I was promised. I called Monday and the lady I spoke said it would process Tuesday 10/25 which it didnt. I called again Tuesday and the gentleman I spoke said they only do payments on Monday, Wednesday, and Friday and that my payment would go out Wednesday 10/26 but it didnt. So I called back today and spoke to a third person who said it has been escalated to the finance department but she has no idea when I will be paid. I feel like I have no answers to when I will receive my money and I'm now going to have to result to calling everyday on wait on hold to only get a different answer for each person I speak to. Meanwhile waiting for something their site and email says takes one business day to accomplish. This compliant will be resolved when I get the money ($1225) that I was promised.

  

  Business Response

  Date: 10/27/2022

  Im very sorry payment hasnt been processed as quickly as it should have been. Guns.com implemented a new ERP and has experienced some delays with processing payments because of this. The firearm
  ****** mailed to guns.com was received on October 18th. It passed inspection the following day,and payment has been processed today, October 27th. We realize this is outside of our typical time period required to process payment. Again, sorry for the frustration around the delay with this process. If ****** has any other questions, any member of our service team would be more than happy to help.

  Customer Answer

  Date: 10/28/2022

   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. I received confirmation on payment this morning and the issue is now resolved 

• Initial Complaint

  Date:10/25/2022

  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.

  NOT EVEN A ONE STAR COMPANY!On 9/30/22 guns.com Sent me an email confirming that they had received the rifle they purchased at their warehouse via **** On 10/6/22 guns.com emailed me to congratulate me that my firearm and passed their inspection and are processing my payment. They also said they will send me a formal Bill of Sale for my records and thanked me for trusting guns.com and selling my firearm. The email also went on to say Direct deposits usually process with one business day of your approved firearm inspection and your payment should take 2 to 3 days to post your bank account. On my guns.com account I provided by PNC Bank routing number and account number. When I received this I went into my guns.com account and double check that my routing and checking account numbers were accurate and correct, which it was. However, there was NO INDICATION of my firearm being sold! On 10/10/22 I email guns.com information department. The email stated: It has been 3 working days. I just checked my bank account and there is nothing pending. Please advise today. On 10/11/22 Rangemaster at gun.com replied, Payments go out today, because yesterday was a holiday. It may take a couple of days to show up on your statement. On 10/14/22 I still had not received payment and called guns.com to find out what double-talk was happening. ************************* of guns.com said (after all this time and to compress his email. My direct deposit failed, they could not pay me via a credit card (which we accept) and now, there next batch of checks will be mailed next Tuesday, October 18th. That was seven days ago, and nearly a month after the receipt and sale.I still have not been paid (All the above is documented by emails received from guns.com to myself)

  

  Business Response

  Date: 11/01/2022

  I'm sorry for the frustration around your delayed payment. We've implemented a new ERP and have experienced a few instances of delayed payments. This delay was extended due to the banking information provided by **** being invalid, and the *** payment couldnt be completed. The payment has been converted to a check payment and is being mailed Wednesday, November 2nd. For any future offer submissions, please provide updating banking information for *** payments, or select check for payment preference. Again, I apologize for the frustration, and hope to work with you again in the future. If you need anything else, dont hesitate to reach out.

• Initial Complaint

  Date:10/18/2022

  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 firearm online. It arrived with a broken rear sight. Called several times and sent several emails and they have not responded.

  

  Business Response

  Date: 10/20/2022

  I'm very sorry to hear about the disappointing experience with the recent purchase from guns.com. While we have experienced an increase in call volume resulting in longer wait times, a delayed response isn't ideal and we're sorry for that. It's not common that a firearm arrives with issues. A Service Rangemaster provided ***** with the option of a $50 credit, or sending replacement sites. Since ***** preferred the replacement sites, those are being shipped to *****. If there's anything else we can do to help, our Service team is here to help. 

• Initial Complaint

  Date:10/12/2022

  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 agreed to sell a gun to them for $345. They received the firearm oct. 6th. They sent me an email that within 24hrs it would be inspected and payment issued. It's been 6 days and they will not answer their phone or respond to emails.

  

  Business Response

  Date: 10/18/2022

  Im sorry payment hasnt been processed as quickly as it should have been. Guns.com implemented a new ERP and has experienced some delays with processing payments because of this. These challenges have since been corrected. The firearm ***** mailed to guns.com was received on October 6th. It passed inspection on October 13th, and payment was issued via ACH on October 14th. Again, sorry for the frustration around the delay with this process. ***** emailed our service team on October 11th inquiring about the status of payment. A member of our service team responded the following day, but ***** had emailed us twice more since then and stated he filed a complaint with the better business bureau since guns.com wasn't answering him. I'm sorry ***** feels that guns.com didn't answer his question in a timely manner. We try to respond to all our customers as soon as possible,and apologize he feels 1 business day for a response isn't adequate. If ***** has any other questions, any member of our service team would be more than happy to help.