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:10/03/2022

  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.

  On 9-14-22 I submitted a gun I wanted to sell to guns.com. After sending them more information, I received an offer of $1105.00 for the firearm. I accepted this offer and shipped the gun to them. It was shipped thru *** on 9-26-22 and received by them on 9-28-22. Even though *** stated the package was delivered, the guns.com website reflect this fact. I tried calling their number ************* but no one ever answered this number even after multiple attempts. Finally, after about a half dozen emails, someone got back with me and told me they received the package on 9-26-22 and the website would be updated. On 9-30-22 they inspected the firearm and approved payment. They are to pay my account thru ACH which according to their site takes only one business day after approval. As of 10-3-22, I have still not received my money. I can't get anyone on the phone at the number listed and repeated emails have been unanswered. I just want the agreed upon payment as promised. It's an ACH payment so it should not be taking this long. My bank posts ACH payments to my account when they are delivered.

  

  Business Response

  Date: 10/06/2022

  I'm sorry for the delay in processing of payment for the firearm **** is selling to guns.com **** has called our service team, and has spoken to a member of the service team on multiple occasions. During these conversations it was explained that guns.com implemented a new ERP, and was experiencing some delays with processing payments. **** was informed that his offer had been escalated and would be paid as quickly as possible. I spoke with **** this afternoon, and apologized for the delay. I've confirmed that the payment for the offer will process either Friday, October 7th or Monday October 10th at the latest. I told ********** would send him an email by end of business day today, October 6th with an update as to which day he can expect the payment to be processed. If there are any additional questions, we're always here to help and would be happy to speak with **** further. 

  Customer Answer

  Date: 10/06/2022

   I am rejecting this response because:  first, I'd like to thank guns.com for the response.  This is the second time I've received a response so saying I've spoken to a member of their service team on "multiple" occasions is a bit misleading.  This response is nearly identical to the response I received on 9-30-22.  On that occasion, I was told to expect payment on Tuesday the 4th or Wednesday the 5th of October.   I received an email from guns.com at **** today (****) telling me they were not able to provide "a specific time frame for ACH payments to be submitted."  So, is my payment scheduled for this Friday or the following Monday or is there no specific time frame?  Is this the email I was to expect by the end of this business day?  It came just after I received this one from BBB.  I still feel like I have no answers to when I will receive my money and I'm now entering the second week of waiting for something their site says takes one business day to accomplish.  This compliant will be resolved when I get the money that was promised.
  
  
  

  

  Business Response

  Date: 10/11/2022

  We are sorry that ***** experience in selling his firearm hasnt been easy. As stated previously, guns.com implemented a new ERP, and has experienced some delays with processing payments because of this. This situation has been explained to **** several times through email exchanges, as well as over the phone. During the conversation **** had with a Service Manager on September 30th, **** was told to expect an update as early as next week. The following Tuesday, a service agent acknowledged the delay and stated wed follow up when we had a timeline for when his payment would be processed. On Thursday, October 6th I emailed **** to inform him his offer was included in the next batch of payments to be processed, which were scheduled for Friday afternoon. The following day, Friday October 7th, **** and I spoke directly. I informed him guns.com would definitively be submitting the offers for payments on Monday. On Monday I emailed **** to let him know his payment had been submitted on our end, and with Monday being a national Holiday (Columbus Day) that he could expect to see the funds reflected in his account as early as this Wednesday October 12th. I understand this has been a frustrating experience. The limitations guns.com had in place during this time wasnt ideal, and certainly wish we could have been able to process the transaction faster. With the payment submitted and technical issues resolved, we hope to have the ability to serve **** again.

• Initial Complaint

  Date:09/17/2022

  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.

  So I placed an order on Guns.com like thousands of other folks. In my case I placed an order that was in stock.EAA WINDICATOR SKU:770130UPC:741566103605 The biggest complaint with this account is not to the fact they just will not ship my product, it's the fact they advertise no interest financing. This was very inciting to me. But at the end of the process and reflecting back on the contract they defaulted my account to a lease not a loan. They mentioned my state Fla. does not participate in the financing under the terms I thought I was entering. But no it defaulted under a lease contract for 75$ a month for **************************************************** 3 times the amount of the product. Away to gauge the price legally I guess. Not quite sure why any one would subject themselves to this type of purchasing, but the facts are I caught the manipulation early enough to pay in full with in 30days for the sale price. So now my complaint knowing I bought this piece under a lease and now the fact they will not this product, I fell they are holding my shipping in order for the ***************************************** to a minimum of a 75% minimum buy out which is now twice the cost of the unit to break this manipulated contract. I assume they did not know I paid this in full with in the 30 days, simply because customer service says the see I paid under lease contract. So after 4 phone calls the best answer I can get is "Labor day was so overwhelmed with stock orders the company could not ship it out, and still hasn't shipped 2 weeks later.Then I was also told I can not change the account nor cancel this account, which now leaves the company Guns.com holding not only the merchandise, hoping I default on a lease they think I'm still under, but also the merchandise. As the consumer I have no protection against this company who basically has my funds and there product, which again by there own mouths mentioned its been in stock the whole entire time. HELP

  

  Business Response

  Date: 09/20/2022

  Im very sorry to hear about the frustrating experience ***** has had with his recent order. We did experience slight delays with a small number of orders related to a new ERP launch earlier this month. One of our ************ spoke with ***** regarding the cancellation of this order and provided direction to receive full reimbursement from Credova, since he had already paid it in full. Specific to the financing concern, Credova is an option available on guns.com which lays out the terms and conditions directly. If after reading the financing terms and conditions ***** isnt happy, there are other means of payment available.  If there are any specific concerns or questions pertaining to Credova, their Service Team would be happy to help and can be reached at ************. If ***** has any other questions, any of our ************ would love to help. Were available from 7:30am to 6pm CST Monday through Friday and can be reached at ************.

• Initial Complaint

  Date:09/06/2022

  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.

  RE: Complaint to Guns.com Order #****** (Price Paid (incl. Sales Tax: $986.56)On August 17, 2022, I purchased a Bushmaster Patrolman ******** Rifle from Guns.com. When it arrived (August 25, 2022), Bushmaster (the manufacturer) brought to my attention that the magazine was fixed/stuck to the magazine well. I contacted Guns.com customer service via email and explained that I could not release the magazine from the magazine well. Instead of telling me that they sold me an ***15 that was ********** Compliant (featureless ***15), they told me to contact Bushmaster, the manufacturer. Bushmaster was the one who explained that the ***15 that Guns.com sold me was a rifle that was ********** Compliant and that the way they designed this specific rifle makes it impossible to detach or release the magazine for reloading of ammunition. On August 30, 2022, I contacted Guns.coms customer service department and spoke with a representative and one of their managers via telephone. The customer service rep said that I could not return or exchange the rifle for a different one; instead, I could sell it back to them at a fraction of the price. The manager I spoke to confirmed this as well. My argument is that the online site where I purchased the rifle did not specify that it was a ********** compliant ***15 (see my attachment) and that they misled me due to false advertisement/deceptive selling practices. Also, because they said they would repurchase the gun, I went to their site to submit a quote (September 1, 2022). A few days later (September 6, 2022), they sent me a quote to repurchase the rifle for $315 ($672 less than I bought it for). I am requesting that Guns.com work with me to either allow me to return the rifle for full price (I have not used/fired the rifle) or exchange the rifle for a different type of ***15 that is NOT ********** Compliant or Featureless.

  

  Business Response

  Date: 09/06/2022

  ************************* purchased a Bushmaster M4 Patrolmans, UPC 604206200204.This firearm comes with a fixed magazine, which makes it compliant in **.Though ******* received the new firearm that he ordered, its understandable that his purchase experience wasnt easy. The Guns.com promise pledges to make gun buying easy, and were sorry for the miss. We have updated the listing with additional detail around this firearm and would be happy to make an exception and return this firearm for *******. Well reach out to ******* to initiate the return and help to find a firearm that fits his needs.

  Customer Answer

  Date: 09/07/2022

  Thank you for your proposal to work with me on this matter.Please know that this is not necessarily a rejection. This is strictly a partial rejection/partial accepted response. However, before fully/officially accepting your proposal, I would appreciate it if you would kindly clarify in both details and in writing what the return process entails. Once you have gotten back to me with your answers/responses, I will then reevaluate and make a final decision.
  

  Below are my questions that I would appreciate you answering:
  

  1) Would you please list what out-of-pocket shipping fees or expenses I may be responsible for when I ship/return the rifle to Guns.com? (i.e.,shipping, insurance or package protection insurance, restocking fees, etc.)
  2) How many days will it take to ship/return the rifle to Guns.com?
  3) Once Guns.com receives the rifle (or at the time of receipt of delivery from the shipping carrier), how long will I have to wait until I can pick out and purchase a new rifle?
  4) Suppose I can not find what I am looking for. Will you refund my account? Please know that the rifle was financed through ***************** Services. However, they sold the lease/loan to ***************************: How does this work? Or, which finance company would receive my refund credit?

  
  Again, once you have gotten back to me, I will make a final decision. I look forward to working with you as a first-time gun owner.
  

  Thank you for being so understanding.

  Respectfully,

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

  
  

  

  Business Response

  Date: 09/07/2022

  Hi ******* Great questions! Ill call you this afternoon to make sure Ive answered all your questions thoroughly but will include the answers here also. You wont have any out-of-pocket fees or expenses in this scenario. The firearm will ship *** Ground and will likely take 3 to 5 days to reach our warehouse. If you are going to use Credova to purchase an alternate firearm, I suggest you contact them for specifics regarding timeline. Their number is ************. If youre going to use another form of payment, you can make your purchase anytime youd like. We have a wide selection of firearms for you to choose from, but in the event you dont find exactly what youre looking for, were still accepting this return in full for you.

• Initial Complaint

  Date:08/29/2022

  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.

  I highly suggest doing your business elsewhere I Purchased a New Glock G20 marketed as a *** in color quoted directly from the listing "Glock ************************************ Made 10mm Auto ****rd Magazines ****" Barrel *** Grip"The gun arrived at the *** with small scratches on the *** slide and BLACK back straps. I called to sort this out with GUNS.COM and they told me that there was nothing that they could do for me and that sale was final.I questioned the practice and they tried to claim that ***** only makes/sells black guns, and that the manufacturer intended for it to be black so it was okay for me to have received it in that color. They then tried to blame their "distributor" for the mishap and took absolutely no step forward to try to make it better. I have purchased several guns online and have never had any kind of issue that wasn't resolved immediately. it is quite a shame to see this within the firearm industry, especially one that credits themselves on being dependable.

  

  Business Response

  Date: 09/02/2022

  In reviewing the order, listing, and recorded call, **** stated he wasnt under the impression the handgun he ordered was going to be colored in cerakote and was a little disappointed in what was received. Guns.com Rangemaster explained this manufacturer only makes firearms in black, and that all handguns from this manufacturer in a color other than black have been modified by another entity that customizes these handguns. The listing for this firearm was consistent with how its listed and described at other major retailers. How the firearm was received is how its intended to be. During the recorded call,there wasnt any mention of scratches on the slide or anywhere on the firearm. We promise to make the shopping experience easy and are truly disappointed to hear that **** wasnt thrilled with his experience. We would be happy to review photos of any scratches to the firearm and work to find a favorable solution. Our service department is open Monday through Friday, 7:30am - 6pm CST. 

  Customer Answer

  Date: 09/04/2022

   I am rejecting this response because:
  
  I was not unhappy that I received the firearm in cerakote. The cerakote job was the exact color I wanted (FDE) and the scratches on the slide were only minor cosmetic issues in the cerakote job that can only be seen from certain angles. As I expressed in the "recorded call"  (please post) I was upset with the color of the backstraps (black) included with the firearm. If the listing was consistent with what I had received I would have nothing to complain about. The cerakote job Is actually pretty **** good and the gun is in excellent condition (have not fired it yet to confirm functionality but everything appears to be fine). I Would have been a happy customer if you would have given me an option instead of taking zero liability for the inconsistency. perhaps offer a restocking fee or repurchase the gun from me as we have done quite a bit of business together that I would like to continue in the future

   

   

• Initial Complaint

  Date:08/25/2022

  Type:Customer Service 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 transaction actually happened in December of 2020. I went on the guns.com website and bought and paid for a ***** and ****** gun in full. The company supposedly sent the gun to a local dealer of their choosing. I contacted the dealer and he said he would email paperwork to complete the transaction. The dealer never emailed me, so I tried calling and emailing him. He never replied until a few weeks later claiming he had been trying to contact me. I notified guns.com representatives, they said they would try to contact the dealer. Then they told me that they could not contact the dealer either. I said ok just send me another gun or give me a refund. They just continued to give me the run around for a few months until they just stopped replying to my calls and emails. I'm just now filing this complaint because I really didn't know what to do about it.

  

  Business Response

  Date: 08/26/2022

  Hi *******,
  
  I have taken some time to review your order. Im very sorry for the disappointing experience,and I will make sure this matter is resolved quickly for you. If you havent received your firearm, Ill make sure we issue a refund immediately. If you have received the firearm, Id still like to connect with you about the experience.
  
  The last communication appears to be from early last year,and I want to make sure Im up to speed. Will you give me a call at your earliest availability to discuss the situation? Im available Monday through Friday, 7:30 6pm CST. You can call ************ and ask to speak to *************************. Otherwise, you can provide your contact information and a good time to reach you, and Id gladly give you a call.
  
  Again, Im sorry for the poor experience with your M&P9 Shield EZ purchase. This certainly isnt typical, and not what you should expect when shopping with guns.com.

• Initial Complaint

  Date:07/20/2022

  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.

  I bought a firearm along with their recommended holster. The holster was too small. At first they would do nothing. After much back and forth they finally offered a coupon toward a new holster (no refund for my previous holster purchase). They would not pay shipping. So $8 would be additional out of pocket for me if I want the correct size even though they recommend the size I bought. They said I should sell the small holster to offset shipping costs. Can you imagine? Ridiculous. The correct action would be 1) refund my holster and shipping charge. Or 2) send me the correct size without any further charges (they cover shipping). They have a Norton guarantee which isnt helping so thats a fake assurance. Means nothing. Frustrated and will not shop here again.

  

  Business Response

  Date: 07/26/2022

  ************************* purchased a firearm and a holster that our website recommended. Our return policy states that accessories, such as holsters, are not returnable. ****** called our service center on July 20th and expressed this concern. Our service agent informed her of the return policy, but offered a $25 coupon toward a different holster as an invitation back for a better experience. ****** wasn't thrilled with this option. Though the coupon was for $9 more than the initial holster, coupons can't be applied towards shipping, and would have resulted in ****** needing to pay for shipping charges. 

  On July 26th, I reached out to ****** to apologize for the frustrating experience around her recommended holster not working, and issued her a full refund for the holster. I shared that we promise to make it easy to shop with us, and she should expect it to be easy. We are looking forward to working with ****** again, and appreciate her feedback. 

  Customer Answer

  Date: 07/26/2022

   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.