ComplaintsforTaurus USA

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased two brand new Taurus ** * *******. When they arrived I took them to the range to test fire. Both have a malfunctioning defect that causes a hammer/trigger failing to reset after firing one round. After one round fired it has a dead trigger and will not reset without pulling the slide back manually sometimes ejecting a round just to reset and be able to fire again. I purchased these as personal defense weapons and they were supposed to be semi automatic. I have tried on numerous occasions to contact the company about this issue and there is no possible way to contact or leave a message for customer service. When the number is dialed a recording just say no directory no directory and hangs up. The pistols have lifetime warranty and the warranty states customer service must be contacted first but I have no way of contacting Taurus. Online Taurus has made statements they are aware of the defect but not all of the models are affected. There is no resolve insight besides blindly shipping my firearms in the mail in hopes it will get serviced. But all of that I would have to pay for even though it's a manufacturers defect.

  Business response

  09/10/2024

  BBB, thank you for the opportunity to respond to Mr. *******'s concerns. We are easily accessible to the public by phone as well as email. Our hours of operation are 8am to 5pm Monday  through Friday eastern standard time. We will reach out to Mr. ******* no later than the end of the business day Wednesday ****.24 to assist. 

  Customer response

  09/13/2024

  
  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. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a revolver from Taurus back in December 2023 from a retailer. Today will be the 4th time for the 3rd revolver I’ve had. I’ve invested in new ammo for the initial purchase and since to test each one that’s came back, I’ve invested in optics and a holster for the firearms and just my time dealing with each ordeal to test it and send it back in. I wanted to be compensated for the equipment and time I’ve lost the past almost 9 months so my equipment purchases, the firearm and ammo purchased on all the faulty revolvers.

  Business response

  09/03/2024

  BBB, we will reach out to Mr. ***** no later than end of business day 9.5.24 to discuss his options. 

  Customer response

  09/10/2024

  
  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.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  08/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I recently purchased a Rossi revolver and filed a request for their 2024 $50 rebate which was approved. I received a code for them to use in the web store, however I found that it would not work in the shop rossi webstore. I called them and was advised that this rebate is only valid for the Taurus webstore. This code will not work on the shop Rossi site. I just got off the phone with your support staff who advised this rebate is not valid on the shop rossi site. I have attached a copy of the original submission form, it clearly states,"Taurus+Rossi Wheelgun Webstore" implying that the rebate is valid for both web stores. No where on the application does it say that it is only valid on the Taurus online shop. I bought a Rossi with the understanding I would be able to use the rebate on the Rossi store for a Rossi product. There is nothing in the Taurus shop that I need or want for my Rossi revolver.

  Business response

  08/08/2024

  BBB, thank you for the opportunity to address Mr. *****'s concerns. It is clearly outlined in the terms and conditions that the coupon code is to be used at ShopTaurus. You can find this in the attached document. The name Taurus/Rossi Wheelgun Webstore does not imply that the rebate is valid for both stores it is just the name of the rebate. The validation is outlined in the terms and conditions. In the terms and conditions, it tells you where the coupon code can be used at. All of this information is made available for consumers to see before a purchase is made. If Mr. ***** provides us with his serial number, we will be able to tell him which items from ShopTaurus are compatible with his firearm. 

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase a gun and the handle continue to fall off and clip from the handle of the gun. It is out of warranty. However, I haven't use the gun very much. I lost the charging handle. I would like the handle to be redesign. I would like the part that I am having problem with to be replace so that I may use the guns. I have called Rossi with no one willing to help.

  Business response

  07/16/2024

  BBB, thank you for the opportunity to respond to Mr. ******s concerns. We are more than willing to bring the firearm in for repair, but as Mr. ***** stated, his firearm is out of warranty. Rossi firearms have a one year warranty. We can bring the firearm in but there will be a bench fee associated with this. We do offer the part that Mr. ***** needs for sale but it is currently out of stock. 

• Initial Complaint

  07/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  As you can see from this partial description on the Taurus website this *** *** should come with 3 magazines. Mine arrived with only 2. This is false advertising. I would like Taurus to send my 3 magazine., or refund of $40 to purchase one else were. ******* *** ***** CAPACITY 12 Rounds MAGAZINES INCLUDED 3

  Business response

  07/10/2024

  BBB, thank you for the opportunity to respond to Mr. ******'s concerns. Yes, the model on the website ********, does come with 3 magazines. However, this is not the model that Mr. ****** has. The model he has is ************* which comes with 2 12 round magazines. the correct amount of magazines were provided. 

  Customer response

  07/10/2024

  
  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.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Returned defective product for service 90 days ago. Item was verified "out of spec" and replacement was offered 1 week after receipt. Multiple email contacts with customer service during the process. Estimated time has now past and all I get is we have ordered it. It can take a little longer. They will now no longer provide me a time frame. Replace my product or refund my $ Tired of the run around!

  Business response

  07/10/2024

  BBB, thank you for the opportunity to respond to Mr. ******'s concerns. Mr. ****** accepted a replacement ****24. It can take about 6 to 8 weeks to receive this replacement to the dealer. The replacement would have been released last week but there was a delay. The replacement has been released from inventory today and should be at the dealer in a few days. 

   

  Customer response

  07/15/2024

  
  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.
  

  Confirmed with ***, replacement was received today. 10 weeks after I accepted. Taurus has serious internal communications problems. Customer service was never able to provide a status once in their process. Even after the item was shipped as an action of this complaint. They did provide a replacement.  Not sure I'll ever trust it. Defects and firearms don't mix 

  Sincerely,
  
  *** ******

• Initial Complaint

  06/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On *** 30th I ordered a part from TaurusUSA. On *** 31st they charged my card and shipped a part. I received my package on **** 13th (TaurusUSA charged "standard shipping" which instead of being first class **** is now Parcel Post); nearly two weeks later. The package from Taurus contained the wrong part. I immediately notified Taurus of their error. They replied and requested a photo. I provided photos. They replied to that email, offering a ***** label for me to return what they sent in error to me, upon reception of which I should trust them to send me the correct part. My nearest ***** office is two towns over, approximately ** miles away. I request they immediately send me the part I originally ordered on *** 30th and paid for, it is now **** 17th; upon Prompt reception of wbich, I will return this item they sent me for which I have no use.

  Business response

  06/18/2024

  BBB, thank you for the opportunity to address Mr. **********'s concerns. Upon speaking with Mr. ********** yesterday *****24, he did notify us that he received the wrong slide. Per our policy, that was communicated to Mr. **********, once the incorrect item is received back in house we can send out the other order. For the inconvenience and since this was a mistake on our end, we will go ahead and process a order for Mr. ********** to receive the correct slide. We do ask that the incorrect slide is returned promptly. 

  Customer response

  06/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This matter has been discussed via email with TaurusUSA customer service.

  They've offered a ***** label for me to return the item they mis-sent. I've repeatedly explained to them that this is not practical since the nearest ***** office is two towns away and has very limited hours; I have no other purpose to visit that town. Fifty miles there and back, more than an hour out of my day, and having to re-arrange my day to correct an original ERROR MADE BY TAURUS.

  I've requested a **** label to return their item. Taurus does have **** service, they sent their error item to me via ****.

  Taurus has refused to send me a **** label.

  
  Sincerely,
  
  **** **********

  Business response

  06/27/2024

  BBB, thank you for the opportunity to respond to ****. We emailed over a **** label on ****.24. 

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Why when I press the trigger on my Taurus G3c than engage the safety the firing pin hits the primer and the firearm will fire? If you try pulling on the slide it won't move. Although the firearm isn't meant to operate like that it can and I find this concerning. Serial number in questioned is *********

  Business response

  03/05/2024

  BBB, thank you for the opportunity to address Mr. ***'s concerns. If Mr. *** assumes that there is an issue with his firearm, our warranty department would be more than happy to evaluate, inspect, and repair the firearm if necessary. We have a Customer Service department that can assist with bringing the firearm in as Mr. *** should know as he reached out  yesterday via email at 6:48pm, outside of business hours, regarding this issue. It takes about 24 to 48 business hours to receive a response via email. We will have someone reach out to Mr. *** via phone no later than end of business day ****24. Also, we do not offer refunds on firearms because we do not sell them directly to consumers. We offer a Limited Lifetime Warranty. 

  Customer response

  03/06/2024

  
  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.
  
  Sincerely,
  
  *** ***

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Taurus ***** ********* ***** handgun from ********* Guns in ******. I'm highly disappointed in the quality of the firearm. I just want to speak with someone at Taurus about the issues but can't get anyone to return my emails or phone calls. I wouldn't recommend anyone buy a Taurus firearm because their customer service is so poor.

  Customer response

  12/12/2023

  I submitted this complaint and within 30 minutes finally received an email response from Taurus. They are taking care of the issue.

  Business response

  12/20/2023

  Thank you, BBB, for continuing to allow us to address Mr. *****'s concerns. An agent reached out to Mr. ***** via email on ******** **, 2023 to assist him with his new firearm and personally address his concerns. 

  Customer response

  12/20/2023

  
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  11/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a *** **** ***** and nov ** and over a week later still no information and delivery or progress.. I reached out to them about getting a refund and still have not heard back from anyone in regards of any of it..

  Business response

  11/29/2023

  BBB. thank you for the opportunity to address Mr. ******* concerns. The order was placed on *****.23. We were closed due to the Thanksgiving Holiday from ***** ** ****** During regular operating hours, our orders take about 7 to 10 business days to receive. Considering that we were closed for the holiday, it may take a few additional days for the order to be received or to receive a response on inquires. Mr. ******* was notified today at 9:56 am that we were unable to cancel his order because it has already been processed. When Mr. ******* receives the order and would still like to return it, we will gladly issue a refund for the purchase price of the merchandise within 30 days of the purchase date once the order arrives back in house. Original shipping fees are not refundable.

*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. ↩