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:02/24/2025

  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.

  On December 3, 2024 I sent my Browning Citori 725 shotgun to Browning for repair. The shipment was made through the store where I purchased the shotgun.Since the day Browning received the shotgun, they have been completely out of touch with the case. It took them a month to send the first repair quote, and it came in ridiculously expensive. After many attempts to speak to the highly inefficient customer service phone, *************) I was answered by a man named ***** who insisted that their evaluation and estimating processes take that long. I agreed with this "*****" to reduce the number of repairs to a minimum, in order to get a much lower quote than the original. Said second quote NEVER CAME.Two weeks ago, I called again and asked "*****" to simply send the shotgun back to me. Today, two weeks after my request, and almost 3 months since they received the shotgun, I have not heard from them about .This is a $4,000 product, and now I am worried that the gun will never return to me.Please help me recover my valuable investment.

  Business Response

  Date: 02/25/2025

  This firearm was sent in through a FFL holder in N MIami Fl.  He requested a quote to repair damage to the product from an incident at his local range.  We quoted the repair which the customer found to be more than he wanted to spend and asked if it could be requoted for repair of stock instead of replacement.  This didn't happen as quickly as the customer wanted so he requested that we just return his firearm.  We went ahead and got that in process which requires the firearm to have to go back to the shop to be reassembled after the quoting process and once it was done, we processed it for return.  We waived the normal $50 quote evaluation fee and returned it to the Store it was received from.  It was processed on Saturday the 22nd and put on the *** trailer that was picked up the 23rd in the afternoon.  I just tracked the package and it shows it should be delivered back to his dealer on the 27th.  

  Customer Answer

  Date: 02/26/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:12/10/2023

  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 Browning Bar Mk3 on in 12-3-23 from Guns.com. I was there when the gun was unboxed at the *** transfer dealer. It was double boxed and both showed no signs of damage. The gun had 2 distinct issues from the manufacturer.1- The stock had 2 chips on the bottom of the pistol grip ****. It appears the rifle was put in a vise/jig and damaged. 2- The scope mounting inserts had some very ugly scars on the receiver. It appears that when deburring, the tool "walked". There was also pitting on receiver.I was disappointed, my *** dealer was surprised the rifle passed QC Inspection. However, I was thinking that I could live with the issues. The scope rings would cover the receiver scars and I could smooth the chipped stock and use a stain pen to hide those defects. I purchased genuine Browning rings to mount my scope. When mounting the rings, the inserts were installed too deep into the receiver, meaning the *** screws were too short. My gunsmith got a longer s**** and then he had to grind it down to keep it from locking the bolt. When it was short enough to allow free bolt movement, there was only 1.5 threads difference in the *** screws and this replacement. Also when starting to torque the other s**** we found that insert was also too deep and the s**** would take no torque at all. I then decided to not try to live with this defective rifle. I contacted my local ************** from the Browning web site. They advised the rifle couldn't be repaired and needed to go back to manufacturer. Now upon consideration of the receiver damage as well as the stock damage, I want a new replacement rifle or refund. I followed the directions for return and at this point the rifle is carefully packaged and has a shipping label with insurance for the full purchase price ($60) to go out tomorrow 12/11/23. I think shipping should be paid by Browning.I expected a pristine heirloom quality firearm like I've known Browning to be. I don't think I have any unreasonable request.

  Business Response

  Date: 12/12/2023

  The 1st we have heard of a problem with this customers firearm was this complaint. I reached out to the customer yesterday to discuss the issues he is having and to offer a shipping label to bring it back in so that we may evaluate it.  He had already shipped it back to us on his own so he gave me the tracking information and the serial # of the firearm so that I can personally look into it when it arrives.  Until we have had an opportunity to review the firearm and determine what is wrong with it and what needs to be done to correct it, unfortunately we don't know the resolution.  I made the customer aware of this and told him that I would make contact with him once we receive it and have an opportunity to review everything.  

  Customer Answer

  Date: 12/12/2023

  Complaint: 20986277
  
  I am rejecting this response because:  

  I have not received an offer to resolve the issues. Browning is being very cooperative. They still need to evaluate the rifle. It's due to arrive to them tomorrow.  They offered a shipping label but I had already mailed it out. They told me the scope mounting inserts could be easily fixed, while the local ************************* said it couldn't be repaired. But they never examined the rifle. Since the receiver also has spots resembling pitting and the **** stock is chipped, I feel that replacement or refund if my model isn't in stock is the correct resolution. I will patiently await Browning's assessment. I expect they will be accommodating.

  
  
  
  Sincerely,

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

  Business Response

  Date: 12/14/2023

  Unfortunately until we receive the firearm and have a chance to review it, we can't comment any further. Based on the tracking information provided the package is still at a Postal facility in ******** ** and has not moved since Dec 11th.  Once we receive it and have a chance to evaluate it then we can determine more.  

  Customer Answer

  Date: 12/15/2023

  Browning is awaiting the rifle so they can evaluate it. My rifle is lost in the mail. **** can't even file an inquiry until tomorrow (12/26). I don't know what to do at this point. Should I just wait a few days without responding to the business? Or should I respond as though I am unsatisfied with their efforts?

   

   

  Customer Answer

  Date: 12/16/2023

  The tracking info now shows that the rifle was delivered yesterday. So, I am anticipating that the Browning official will inspect it and agree that this rifle is not representative of their Brand and offer to replace it. 

  Customer Answer

  Date: 12/19/2023

  Browning has satisfied my complaint. Please close this case favorably toward them.

   

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

• Initial Complaint

  Date:12/07/2022

  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.

  12/3/22 I purchased browning xbolt in medallion edition 3006 nice rifle I peeled off sticker on barrel and wiped off with new wash cloth with hot water the blue on barrel came off to bare steel iv called customer service 12/5/22 said he would email packaging info to have looked at been two days no response the store I bought from won't response to emails or voicemail il never buy another browning product jus want my brand new rifle replaced for new one stop putting stickers on expensive guns what the **** people really my name is *** **** my number is *** *** **** I'm discusted and ****** off no customer service from ******* in error nh and no service from browning arms

  Business Response

  Date: 12/08/2022

  Our Customer service personnel received a
  call from the complainant on Monday of this week and he was told that we would
  be more than happy to take a look at the firearm and see what had happened to
  it.  Based on his description of the problem with the firearm he was told
  that we would have it returned to our service center.  When told that it,
  He just kept saying that we were not going to help him and that we were trying
  to take advantage of him.  We understand that he has a new purchase that
  has an issue and doesn't want to have to send it back in, unfortunately when it
  comes to problems the only way to diagnose and correct a problem is to get it
  in to our Service Center.  There are several things that could have
  happened to the firearm to cause damage to it and until we have an opportunity
  to review it we don't know what happened or what the corrective action will
  be.  Bluing is a chemical treatment of the metal parts of a firearm and can't
  just wipe off or fall off like a paint or other types of finish. 
  We are more than happy to get the firearm
  back in to our Service center, evaluate it, and see how it can be
  corrected.  Until we are able to examine the problem we don't know what
  can be done to correct it.  A shipping label has been sent to the
  complainants email to use to send it back in to our Service Manager's attention
  and once we get it back we will see what the damage is and what is required to
  correct it.  As to his complaint about the Store that he purchased the
  product from we have no control over them, they are a private business that
  buys our products for resale.  When it comes to our product we certainly
  stand behind what we manufacture, we just can't make a determination or
  correction unless we receive the product back first.  Whether it is
  returned by the store we sold it to or the end user it doesn’t matter to us, we
  are still more than happy to review it and come to a resolution.  We look forward to being able to help the
  customer out once we receive the product back.  If he has any further
  questions our Service Manager’s contact info is in the email that was sent
  directly to him with the shipping label.