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:05/22/2025

  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.

  Date: 4/19/2025
  Amount Paid: 126.33
  What I ordered: Remington STS Premier shotgun shells
  What the company changed the order to: Remington Gun Club shotgun shells
  I contacted the company immediately after receiving the email with the wrong product I did not order, they lied and said it had aready been shipped. This was on 4/19, the fraudulent order was not shipped until 4 days later.
  I refused the delivery, so I never received the package and it was returned to them by Federal Express - tracking number showing proof is: 287741291967
  
  Company is refusing to refund their scam product change, and fighting the dispute.

  

  Business Response

  Date: 05/22/2025

  The customer placed an online order on April 19, 2025, at 12:56 PM EST for one case of Remington Gun Club 12-gauge – 2-3/4" Lead Shot – 1-1/8 oz. – #8 – 250 Rounds. This is the product that was selected and confirmed by the customer during checkout. The order was immediately sent to our fulfillment center and entered processing at 1:40 PM EST that same day.
  

  At 3:48 PM EST on April 19th—nearly two hours after the order was placed—the customer contacted us requesting a cancellation, stating:
  

  “Please cancel this order. I searched for STS and didn't notice you showed me Gun Club.”
  

  This message clearly indicates that the customer mistakenly selected the wrong product, but it confirms that Remington Gun Club was the item he chose—not one we substituted or altered.
  

  Due to the speed and automation of our fulfillment process, we are typically unable to cancel or modify orders once they are submitted. This policy is clearly outlined in our Terms and Conditions ************************************************** and is in place to ensure fast and accurate processing for all customers.

  Despite our team explaining that the order had already been processed and packed, the customer stated he would initiate a chargeback with his credit card company and refused the package upon delivery on April 23rd. The shipment was returned to us by the carrier, as noted by the tracking information.
  

  We want to emphasize two important points:
  

  1. The customer received a refund through their bank after filing a dispute. Once a chargeback is initiated, we are not able to issue a separate refund directly, as the financial institution has already reversed the charge.
  2. Our policy on refused deliveries—which is also outlined in our Terms and Conditions—states that customers who refuse delivery of their order forfeit the full purchase amount, including shipping. This policy exists to ensure clarity and fairness for all customers.

  We regret that this experience did not meet the customer's expectations. However, based on the facts of the order and our clearly stated policies, we respectfully maintain that the order was processed accurately, and our handling of the situation was appropriate.

  Customer Answer

  Date: 05/22/2025

  They have both my money and the product.  They have taken $126.33 and provided nothing.  How is this an acceptable answer?  This is fraud and theft.

• Initial Complaint

  Date:10/20/2022

  Type:Billing 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 ordered from lucky gunner at aroubd 4 or 5 in the morning. They charged ne TWICE for the same order. The first time they asked for my ID and said it didnt match so I exited the site and restarted the ordering process iver thinking if they didnt match my if the order must nt have went through. Around 6 I get a txt mag from **** saying both orders had went through and its nothing they can do about it. It's definitely not my fault they charged me twice evn tho **** is making it seem as such. I simply wanted one of the charges removed since it was an error on yall part! This was my first time ordering and will be my last. I'm disputing one of the double charges off my credit card because clearly they're nt going to refund me due to their website and that id glitch. Go with another company. I have ZERO trust in this one

  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/10/25) */
  Hi! I am very sorry for your poor experience with our company! I looked through the interactions you had with our team and I agree that we should have handled it better. We do have communication at checkout explaining that your card will be charged once you submit the order (regardless of the age verification), but I can understand if it was overlooked. We are known for fast shipping and that does cause pain points when trying to cancel orders as it is almost impossible to catch it before our 3rd party fulfillment center starts working on the order. Regardless, I think our team could have handled the communication better when you reached out! I would be happy to pay for the return shipment and give you a full refund on the second order (as long as the chargeback has not been submitted). I will send you an email with this information and, hopefully, get this resolved for you. Again, I am very sorry for your experience and we will use this as a learning opportunity for our business! I look forward to hearing back and resolving this issue.
  
  Sarah