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Business Profile

Gun Dealers

Tristar Arms, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gun Dealers.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/08/2025

    Type:Product Issues
    Status:
    Answered
    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.
    Upon testing this shotgun, the shotgun did not shoot to point of aim as shot patterns where both low and left. I worked with Tristar's service dept, and after 3 attempts they sent me another barrel. That barrel also shoots low and left, I don't believe this model of Matrix shotgun has a barrel that is available that shoot strait, so I would like a refund for the cost of the shotgun, as it is of no use to me.
    Model of shotgun: Tristar Matrix Camo. Serial number **********

    Regards,
    ****** * ****

    Business Response

    Date: 07/16/2025

    Greetings,
    We received *** ****** shotgun (s/n **********) on 04/29/2025
    regarding a missing part.  We replaced the
    missing bolt handle free of charge.  The
    firearm was successfully inspected and test fired at our facility.  We shipped the firearm back to *** **** on
    05/02/25.  
    *** **** reached out to us on 05/13/25 about the firearm not
    shooting accurately.  We were told the
    gun was shooting low and left from point of aim.  We sent a prepaid shipping call tag to get
    the item back to us for inspection and testing. 
    No issue was found with the item upon inspection by our gunsmiths.  The gun was then field tested for point of
    aim accuracy.  The gun passed the field
    test for us without an issue.  We took a
    picture of our field target.  Our testing
    results were sent back to *** **** with the firearm on 06/12/25. 
    *** **** sent an email on 06/17/2025 upset with the results
    of our findings.  As a show of courtesy, we
    sent *** **** a new barrel free of charge.
    *** **** sent an email 07/08/25 stating the new barrel did
    not fix his issue.  We sent a prepaid call
    tag 07/09/2025 to receive the item for additional field testing.  The gun was field tested and no issues with
    point of aim were found.  The field test
    was video recorded showing the serial number on the gun and the ammo used for
    testing. 
    The firearm will be shipped back to *** **** with all our
    testing details today, 07/16/25.
    Best regards,

    ******* ********
    Asst. GM
    TriStar Arms, Inc.

    (816)421-1400

  • Initial Complaint

    Date:03/11/2025

    Type:Product Issues
    Status:
    Answered
    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 TriStar 20ga shotgun in Dec of 2023 for my son. The gun instantly started jamming and would not function properly. I sent the gun back at my expense ($75) and they told me they would fix the issue. Meanwhile my 11yyr old son is without a gun during duck season. Approximately a month later we get the gun back and the same issue is occurring. I sent it back to TriStar at my expense of $75 again. When i get the gun back the tag says that the gun wont work without a gas piston so they installed a gas piston. I called them and explained they were the last person to dissemble the gun so they sent it back to me not properly assembled. They apologized. We go to the range and try to fire the shotgun and again it wont cycle ammunition. I make repeated calls and get all kinds of excuses and I sent the gun back for the 3rd time, again costing me $75. Another 6 weeks go by and I get the gun back without a charging handle. You cannot fire the gun without a charging handle. I called again and Dallas (the manager) gives me the same run around and tells me to send the gun back and they will get me a replacement gun. I send the gun back again and its been there 2 weeks and now they tell me they are waiting for parts and he hasn't had the time to talk with the GM. I have left repeated voicemails and have not received a call back.
    Each time the gun went back I spoke with Dallas and he promised a replacement gun. Now they won't send back my firearm nor will they call me back. I have spend almost 1/2 the price of the gun on shipping it back to them and on 2 of the occasions they sent it back not correctly assembled which is a major safety issue. Each time I have requested a new firearm and each time Dallas said he is working on replacing the gun and the GM will call me. I am yet to receive a call or my gun back from the company.
    I want a new gun and all of my shipping expenses reimbursed by the company.

    Business Response

    Date: 03/24/2025

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

    TriStar has reached out to this customer and the issue has been resolved.  A new item was sent as an exchange.  Please let us know if you have any questions or need any more information.  

    **********

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

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

  • Initial Complaint

    Date:01/11/2024

    Type:Product Issues
    Status:
    Answered
    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 have informed Tristar that I will be returning the replacement shotgun to the place of purchase this week because the lower chamber does not fire.

    Business Response

    Date: 01/16/2024

    We have already contacted Mr. ***** regarding this matter. We are going to replace his model Upland Hunter with a brand-new replacement model.  We have told Mr. ***** his model TriStar Upland Hunter is not a cataloged item and that we have had to contact our factory in Turkey to send us a replacement model as soon as they can produce this. 

    Mr. ***** said he was okay with this and that we would follow up with him on when we expect a new model TriStar Upland Hunter to be shipped to us from our factory. 

    Sincerely,

    Business Response

    Date: 03/07/2024

    We sent a new replacement gun on 02/27/24. This was agreed Apon by both parties.  

  • Initial Complaint

    Date:03/04/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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.


    Regards,

    ****** ****ristar and still haven’t received a response. I attached the pictures of the email and the gun where it shows the jammed trigger. Also, the Picatinny rail is faulty on this gun. This was my first Tristar purchase and will be my last one. I own a lot of firearms made by other manufacturers and never had this kind of experience. The customer service is terrible. I know they have been in business for a long time, so I expected a better resolution from them. At this point, I just want to either have them replace the gun or take the gun back and refund me my money. And they should pay the shipping. It’s not may fault that a brand new gun in the box is defected.

    Business Response

    Date: 03/07/2023

    This situation has been resolved.  We contacted the customer this morning (Monday, March 6th) and we have made arrangements to have his firearm returned for service.  *** **** is now satisfied that he will be well taken care of.  Sincerely,

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

    Customer Service Manager

    TriStar Arms, Inc.

Tristar Arms, Inc. is NOT a BBB Accredited Business.

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