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:01/19/2024

  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 new 1873 Cattleman Revolver made by *********** on 8/30/2023 from ***************, LLC in ***********, ** for $654.95 before taxes.Overview: This is a warranty dispute. The warranty can be found here (**************************************************************************************).Details:Upon using the product, I found it defective in manufacturing. For example, one of the ******** in the cylinderwas incorrectly milled with grooves which makes extracting spent cartridge brass nearly impossible. This makes the firearm useless. The hammer also has a defective safety mechanism that does not strike the primer with enough force to discharge the round. The sights of the revolver are off and very inaccurate as well.I filed a warranty request with *********************. on 9/21/2023 providing details and pictures as requested. The warranty request was approved by the company on 9/29/2023 (an RMA number can be provided) and they sent me details on how to send it to them for repair and/or replacement.They received the revolver on 10/6/2023 and on 10/9/2023 it was confirmed there were manufacturing defects. They explained they would order a replacement cylinder and expect it to take 1-2 weeks.Weeks passed and I received no response and I tried contacting them a couple of times. They did not reply until 12/13/2023 explaining that they tried to fix the cylinder by honing out the marks but it didn't work. They concluded a new cylinder is the only solution and would install it as soon as it arrives at their location.There has been no response even after contacting them on 1/10/2024. This company has had my firearm in their possession much longer than I have! This delay and unresponsiveness is unacceptable. I expect the company to honor their Warranty promise and send me a replacement revolver of the same model and finish *Without Delay*.

  Business Response

  Date: 02/24/2024

  ******** & Company inspects every firearm that we import into *******, however this type of factory defect we would not have been able to visually inspect during our inspection protocol.  We lost a 20+ year gunsmith December 2023 which has been a huge hit to our service time and turnaround.  Our gunsmith is extremely overwhelmed with the loss.  We have rectified this as a company and now have a gunsmith relocating in from ******** which will put ******** back to the high level of service which our customers are accustomed to.  I do apologize for the time frame which the customer received correspondence from our team.  The factory was not shipping due to a inspection in ***** which has backed the replacement part necessary to do the repair longer than anticipated.  We do hope shipments will resume next week.  November 30th was the last shipment received.

  Resolution - ***************** will be contacted on Monday 2/26/2024 by our team and a new replacement revolver will be sent out to the dealer of his choice.  
  

   

   

   

  Customer Answer

  Date: 03/11/2024

  Dear BBB,

  I have to wait 2 weeks before I can pick up the replacement firearm (after 3/16) even though my background check completed in one day. I would like to reply to the complaint response after having it in my possession.  Can you extend that deadline?

  Thank you,

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

  Customer Answer

  Date: 03/15/2024

  [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 do not have the product yet since it is a firearm and **************** has a 10 business day waiting period which puts it beyond the deadline for this response..  I am unable to confirm the quality of the replacement.  I will accept the business response but reopen the complaint of the replacement isn't satisfactory.

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************
  

  
  

• Initial Complaint

  Date:12/21/2023

  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.

  invoice number : IN290395 customer number: ****** order number: ********* order date: Nov. 24, 2023 This is regarding the black powder firearm I recently acquired from ******************************** which was expected to be in new condition and inspected before being sent out. It came used.Upon careful examination, it has become apparent that the firearm's barrel and cylinder exhibit substantial wear, indicative of inadequate cleaning post-use. Moreover, the provided ramrod does not align appropriately with the firearm, raising concerns about compatibility and the efficacy of the inspection process. Additionally, wear is evident on the ******* of the firearm.Given the nature of the purchase, I am surprised and disappointed by these quality deficiencies. I do not know who used it before me and if you leave a black powder gun uncleaned it is ruined. I reported this on their website the day that I received it, was never called. I started calling them and receiving their voicemail to which one man named **** called me back, said he was going to talk to a manager and then call me. I have sent emails that have gone unanswered and just say its been added to my request ******. He never called me back and whenever I do call, I receive their voicemail. All I would like to come out of this is for them to take the used one back and send me a new one. Its been over a month now and i still have no resolution.

  Business Response

  Date: 01/30/2024

  
  ************************* 3:50?PM (19 minutes ago)
  
  
  to me
  
  
  
  
  
  
  
  We acknowledge receipt of this customer complaint and do take responsibility for our delayed communication due to various circumstances including a busy holiday season with staffing on holiday, and also a year-end inventory that our team did meaning they were pulled in other directions opposed to their normal duties in our warranty/service area. We area smaller family owned business, so sometimes our team wears many hats depending on the time of year.  This said, it is not an excuse for any inferior product being shipped to a client.  We do have complete records of the initial conversation with the client beginning in December, and we have all calls available to be listened to as well as our records of each step of communication including when we wanted to receive the revolver back into our location for inspection.  The fact is the revolver did exhibit normal grime from our supplying factory.  It was not used, but it was heavily oiled and that combined with other soot and debris from the basic manufacturing process is very standard.  We do not disassemble product for intensive cleaning before shipping it out.  This said, all guns usually also go to a proof house in ***** before shipment to ensure basic function so after that process sometimes the revolver can appear used.  That said, we did take care of sending a replacement out as the revolver in question would not suit the customer and it was not ever sold to anyone else or considered used to us.  It came in brand new from ***** and was checked through our quality control and put on the shelf for resale.  The only other hands it was ever in was ********************* the purchaser.
  
  At Taylors we do take service and warranty seriously but we also do our due diligence with every case as any warranty claims have to be subject to thorough review and we do have to keep very detailed records.  The delay was abnormal due to the circumstances listed earlier, and we apologize for that. We do feel we tried to find a good compromise for the customer, and we did appreciate the patience they exhibited due to the hectic time of year in our business where we experience higher than normal volume, as well as other varying factors.

• Initial Complaint

  Date:10/10/2023

  Type:Order 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.

  May 2023, I purchased a Black powder pistol from Taylor's but never received the product. I received the receipt, order confirmation, shipping tracking number, shipment date, product survey and review request. But not the firearm.

  Business Response

  Date: 12/08/2023

  From: ***************** <*********************************>
  Date: Fri, Dec 8, 2023 at 10:43 AM
  Subject: Complaint ********; *******************
  To: <************@mybbb.org>
  
  ***** 
  
  I am enclosing all documentation regarding the complaint for ********************  You will see from our ******* communications **************** placed an order through our website on May 19, 2023.  This order was processed at our facility on May 23, 2023 and during the invoicing process the credit card was declined.  **************** was notified through the communication string however never got back to ********.  ******** did not ship the black powder revolver and cancelled the order.  There were no charges to ******************** card as no product was provided.  I do feel our team here could have provided better customer service trying to reach **************** by phone.  We do continue to strive to improve services daily.
  
  Please let me know if you need any further information.
  
  ***************** | CEO
  
  Taylor's & Co Firearms
  *********************************  |  www.taylorsfirearms.com
  O:************ |  C:************
  F: ************
  ***************************; | Winchester, VA  *****
  Hours of Operation:  8:00 AM - 5:00 PM, EST - Monday to Friday 
  

  
  

• Initial Complaint

  Date:04/18/2023

  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.

  TAYLOR & CO DOES NOT STAND BEHIND IT'S PRODUCTS!! I purchased a Brand New Firearm which arrived in non operable condition (defective). They took a week to respond to a warranty repair request. They stated on their first email that gunsmithing repairs usually take 1 week, and they would provide notification if delayed ( I have proof of all emails). I am not receiving updates and I have to initiate contact through email every 2 to 3 weeks to get updates. The customer service # goes straight to voicemail, and they have not returned any of my phone messages. I received the pistol on 1-20-23, and they are still making excuses now on 4-18-23 that they do not have parts yet. I have been lied to and told excuses for 4 months ! If i do not receive my firearm in new working condition or a refund, i will file in court for treble damages. Taylors and Company has other complaints about their poor customer service, check their ******** page. I am also going to file with the State Attorney General, then i will sue with my proof of their lies to me. I had enough !

  Business Response

  Date: 05/25/2023

  Customer purchased firearm on 01/08/2023 at a dealer's location.  Customer forwarded an RMA request on 01/09/2023 to our location.  On 01/13/2023 our gunsmith ********************* requested a call tag be issued to return ****************** firearm to our location for repair.  This is a prepaid adult signature label sent tot he customer, so the expense is 100% covered by Taylor's & Company for ****************** return.  The firearm was received back at our facility on 01/20/2023.  You will find all correspondence from our entire team to ************** regarding his repair.  These revovlers are imported from Italy and unfornately the part had to be ordered from the factory to repair this piece.  Customer was notified on 04/18/2023 that the parts were received from the factory to repair this revolver.  I have included the following documents:

  A:  RMA Label with proof of delivery for receipt of ****************** firearm

  B:  Call Log

  C:  Correspondence Log

  D:  Import tracking on part received from Italy

  E:  Factory invoice showing part shipped

  F:  Invoice to ************** - ($0.00) showing work performed on his revolver

  G:  Proof of revolver returned to customer with Adult Signature 04/25/2023

  There has been no further communication with ************** regarding this repair.  Please review enclosed information and I would be happy to answer any questions directly at your convenience.  My number is ************ or I can be reached on my cell phone anytime at ************.

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

  Business Response

  Date: 06/05/2023

  Please find enclosed the attachments mentioned. 

  I am available at anytime to answer any questions which you might have.

   

   

  Customer Answer

  Date: 07/06/2023

  [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,
  
  ***********************