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:04/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ruger american *** 2 rifle chambered in .308 in november. After shooting the rifle I started having an issue where the bolt was difficult to close when chambering a round. I sent this rifle back to have the issue address. The first time I sent it back I was told they replaced the **** and *******. Upon recieving it i noticed that the bolt they returned with it is the same bolt that i origionally sent it with as it had scratches on it. I spoke with ruger to explain this and they were nasty with me accusing me of calling them a liar and telling me that i was wrong. I sent it back a second time, still came back unfixed but they claim it was. The third time i called I was told that since this was a recurring issue that the account would be notated and once the service department recieved the rifle i would be contacted about having a refumd issued. I spoke with them today and they revieved the rifle a week ago. They never contacted me, they claim there are no notes to contact us, they will not refund it and that they would have the technition call me.

  Customer Answer

  Date: 05/03/2025

  I had the business reach out claiming that the rifle was fixed and they would be setting up a video call with me and the tech who was working on it. They set up a meeting time and told me they would reach out, I was never contacted after this.

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 03, 2024 I signed an agreement with the ********************** of the Mayodan branch of Sturm, Ruger & Co., Inc to receive a new Ruger American Rifle *** 2 Predator to replace my defective Ruger American Predator Go Wild Camo rifle. It had taken many frustrating months of dealing with the customer service supervisor - months of her refusing to provide me with simple answers to key questions regarding the replacement of my defective rifle - before a resolution appeared in sight. Finally, Ruger agreed to replace my rifle with an updated model. I signed an agreement document and provided the address to my FFL for Ruger to send the rifle to. A Ruger customer service representative said their facility would need to make the rifle and it could take two weeks. After over 2 weeks with no shipping notification I emailed the representative and her response was "We are still waiting for the production line to build the model. You will be notified when it ships to your dealer." It has now been 10 weeks without a word from Ruger. Checking with online firearm vendors shows there to be plenty of inventory available for immediate shipment to an FFL - so why is it not possible for Ruger in ********** to "make" and ship my rifle? I have been a Ruger customer for over 20 years, and have never experienced such poor customer care. I don't know if it is just the cs department or if the problem is with higher management but whatever the cause, it reflects poorly on the company and will definitely make me hesitate before purchasing another Ruger product.

  Customer Answer

  Date: 02/21/2025

  I have not heard from Ruger in response to my complaint. This unfortunately is just further evidence of the poor quality of customer care at the ********** branch of **********************, ********************** & ********* Perhaps it is time to contact the president of the company to let him know that all is not well in Mayodan. 

  
  

• Initial Complaint

  Date:08/12/2024

  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.

  Hi My handgun had a recall and I sent it in to be repaired on 7/8/2024 RMA *******. When I did not hear anything I called customer service. They put me in touch with *****. I left voicemails and spoke with her on July 23. After some back and forth emails I was advised my gun was not repairable. I sent in a copy of my receipts as requested and still have not received a refund or replacement gun. I feel at this point I should have received a check or replacement or a response.My RMA # is ******* Any help would be appreciated, I can provide emails or receipts on requests.Thanks

  Business Response

  Date: 08/16/2024

  We recently received the above-referenced complaint and have investigated the customers concerns. We take great pride in both our products and our reputation for delivering outstanding customer service.
  
  With respect to this particular complaint, we understand this matter has been resolved as a refund was issued on August 8, 2024.  If the customer is still dissatisfied, please provide additional information.
  
  Sincerely yours,
  
  Sturm,Ruger & **** ****

  Customer Answer

  Date: 08/16/2024

   I did receive my check thats true. 
  this was just handled terribly and I dont even know if they know how much happened in between. I say this due to get someones attention I had to forward my emails between me and the processor due to she never documented them. 
  before I filed my complaint here I made one more attempt by leaving a message for here boss asking for a call back ( she never did ) and thats how we got here 

  for a company to be concerned about there customers it certainly didnt happen here 

  what Id like is someone to contact me personally so this never happens again to someone and some sort compensation for they way it was gift certificate / check. Not that I expect this to happen but it would be nice for everything that I went through for something that could have been so simple 

  thanks 

  Louie 

   

  
  

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  While trying to purchase a very inexpensive item, a notice was given that I must register an account with them, After creating an account, I was still getting the register for an account notice, and was not able to make purchase. Upon calling customer service, and speaking with Laura, ID # ******, I was asked for sensitive information to complete the transaction by phone, which I declined. I then asked them to close the account, and for proof of deletion of any personal information given to open the account. I was told that she was not able to comply with my request. I then asked the customer service agent for an Identification number, and she told me her name, but fumbled around and did not want to give an I.D. number. I then told her that she was required to provide the number when asked, and it would be easier for her and the company to comply with my very simple request. While continuing to discuss the issues, she finally provided the I.D. number, but said that I would have to wait until Monday to even speak with another customer rep. to get any further information about the simple order, or the request to delete the account and any sensitive information proof of deletion of said information.....

  Customer Answer

  Date: 09/19/2023

  I have not heard from the business in response to my complaint.

  I contacted them today, and customer service tells me that they cannot view my information because I

  have not placed an order.....

  Their web site will not allow me to place an order, and customer service by phone will not complete an order 

  without more sensitive personal information, including a serial number for a firearm, which I refuse to give them.... 

   

  Bottom line is:

  Their website is a scam, or fraud web site to obtain sensitive personal information, and further action is required

  to protect my self,,,,,,

   

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

  
  

• Initial Complaint

  Date:08/24/2022

  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.

  ShopRuger sent me a letter saying they had a data breach. But there are problems with the information in the letter dated 08-18-2022. They give a phone number for the company they said was responsible and admitted the data breach - the phone number doesn't work. You reach sales, who today said "we are over run with calls and we can assure you they are looking into things". You can't talk to a supervisor, and no one will call back. But the letter says "contact ********* directly" - but you can't. This is key: I have an attempt using the data that was breached. ShopRuger claims to "we do not believe hat your information is at risk", yet the malware they also indicated clearly caught all the necessary details for the malware instigator. ShopRuger does not have any means to receive if a customer info was used, so that's rather precarious when they say they dont' know - how can they given my experience today? Has ********* been fired? I also have issue with communicating to get details with ********* - the responsible party for allowing the malware. There's no way to contact ShopRuger through proper channels - there's no way to report actual data attempts in a verified fraud - if **** ***** isn't set up for phone calls, why would I entrust more sensitive information to an email (do they respond, if so what time frame - none of this is provided). To toss this into identity theft "sign up" doens't remedy the situation. The data is definitely out there and there are documented attempts to use it, yet ShopRuger doesn't have anyway for customers to communicate this. The fraud attempt on my bank card I used at Ruger was just 2 days ago - the reason I know it's the same was I have since changed card numbers months ago, and they number used in the fraud was identical to the one in the dates Ruger identifies. $200 may not be a lot to some, but not all banks are as good as mine, and some people can't take a $200 hit. Ruger needs to do much more.

  Business Response

  Date: 09/13/2022

  September 12, 2022
  
  
  
  BBB of Central & Northwest North Carolina
  1617 NC Highway 66 South
  Suite 201
  Kernersville, NC 27284       
  
  Re:  Complaint
  17759273 – ****** ********
  
  To Whom It May Concern:
  
  We are in receipt of Ms. ********’s letter dated August 23,
  2022 and would like to respond in order to hopefully shed some light on her
  concerns.
  
  As an initial matter, we sincerely regret any inconvenience
  associated with *********’s data breach.  To be clear, the breach in question occurred at ********* Solutions – a
  third party company that owns and manages the server that hosts our online
  store, ShopRuger.com.  In our letter
  notifying customers of the issue, we offer several different points of contact
  to help customers who have been affected by the data breach.  First, we offer contact information to
  ********* Solutions, as the data breach occurred at their facility and they
  have the most comprehensive information as to precisely what happened and
  how.  This is not information that has
  been shared with Ruger, and thus we are unable to help consumers with questions
  on those topics.  Naturally, we have no
  control over how ********* manages their calls or their customer service, but
  we will take this feedback into account.  Second, we offer contact information for a third party company that
  Ruger retained to answer consumer questions and to provide identity monitoring
  services to interested customers. 
  
  Ms. ******** seems primarily concerned with contacting
  someone directly at ShopRuger to report unauthorized use of her payment
  information.  We take issue with the
  statement that “[t]here’s no way to contact ShopRuger through proper channels .
  . .” For reference, the “Contact” link at the bottom of our www.ShopRuger.com webpage directs users to
  a page offering three ways of connecting with the Company - a telephone number
  (336-949-5200), a physical address, and a link (“Contact ShopRuger Customer
  Service”) to contact our Customer Service department directly.  If Ms. ******** is seeking direct contact
  with the Company we encourage her to contact us through our regular channels as
  described here.    
  
  Sincerely,
  
  
  Sturm, Ruger & Co., Inc.