ComplaintsforTaurus USA

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On ***.11 I ordered some parts from them, on ***.12 they took the money from my bank. I waited for a confirmation email which never came. On ***. 18 I received an email to review the purchase, I replied that I hadn't received the order. I waited until ***. 28 and called them and spoke with Veronica. She said they had a glitch in the system and would check. I told her I wanted a refund of the full $18.73 instead. She said she'd take care of it. On ***.29 I called again and was given the same run around. On ***.2 I called again and again told them I wanted a full refund.again was told I would have to send it back. I still hadn't received it. But was told it would take 7-14 days to issue a refund once they got it back. They then shipped it on ***.3 and I received it on ***.5 and refused delivery. It was sent back to them on ***. 6 and they received it on ***.12. I called on ***.13 and asked where my refund was, was told they had received it and once it was processed they would issue a refund in up to 30 days. I find this unacceptable and want my $18.73 back now.Their computer system problems are not my problem. If you could get me my money back in a timely manner, I would appreciate it. Not in 7-14 days as stated on ***.2-3 or 30 days as stated on ***.13. Thank you. PS I was surly/rude to the customer service people. Because they kept giving me excuses, not good customer service.

  Business response

  12/16/2022

  Thank you, BBB for allowing us to address Mr. **********'s concerns. We experienced technical difficulties with orders placed on our webstore on ******** 11, 2022. These issues have since been resolved and we are working diligently to fulfill these orders and ship them as quickly as possible. We apologize for the experience and time frame on Mr. **********'s order. We received Mr. **********'s return on ******** 12, 2022, and a refund was processed on ******** 14, 2022, in the amount of $18.73. Mr. ********** should see this refund reflected in his account within 1-3 business days. We attempted to reach out to Mr. ********** via phone on ******** 14, 2022, and ******** 15, 2022, to provide this update. We were unsuccessful in reaching Mr. ********** on both attempts and a message was left on his voicemail. If Mr. ********** has any questions or concerns regarding his refund, please do not hesitate to reach out to our Customer Service Department at (**** ******** between the hours of 8am and 6pm, Monday through Friday. 

• Initial Complaint

  09/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a ****** ******* in ***** one month or so ago and registered with Taurus. Firearm cylinder binds after six shots. Does this EVERYTIME. Have tried to reach Taurus multiple times and EVERYTIIME phone message says closed or not available. I call during posted hours. No email listed so phone is only option to get warranty work done. This is an extremely unsafe and defective firearm!!!

  Business response

  09/14/2022

  Business Response /* (1000, 5, 2022/09/14) */ BBB, thank you for the opportunity to address Mr. ******** concerns. We are more than happy to assist Mr. ******* with his said issue of his ****** ******* in ****** We can easily be reached from the hours of 8am to 6pm Eastern time via different channels. We can be reached by phone, email, and also chat. This information is listed publicly on our website at *************. We will reach out to Mr. ******* at the phone number he has listed today ******** Consumer Response /* (2000, 7, 2022/09/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Consumer Response /* (3000, 12, 2022/09/16) */ ****************************************************************************************************************************** Purchased defective revolver s/n*********** Taurus contacted me after I filed BBB complaint. They said they would send communication and I could get fixed, Received shipping label but DID NOT RECEIVE Taurus case number to reference for my tracking and STILL CANNOT GET THEM TO ANSWER ANY PHONE! Taurus agent said I could call number or email but no email supplied and no answer on calls!!! Calls go to electronic switchboard and then hang up!!! I want a number to a living breathing human that can give me detailed info on how the warranty repair process works!! Business Response /* (4000, 14, 2022/09/26) */ BBB, thank you for the opportunity to address Mr.*******n's concerns. We do apologize if you did not receive your Service Order number Mr.*******n. It is ******. The firearm was received on *******. It was evaluated and repaired on ******* and has left our facility. Your tracking is ************ through******. Our phone lines are constantly open with no wait time, so we are not quite sure what issue you are having reaching us. Not only are we reachable by phone but we can be reached via email and chat as well. Our contact information is publicly listed on our website; however, the number(s) is ***************************** Should you choose to use another form of communication other than phone, you can visit ******************************************** and there is a support option in the bottom right-hand corner. Should you need any further assistance, please let us know. Consumer Response /* (2000, 16, 2022/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received repaired revolver and got good email communication. Still vould not get anyone to answer phone. Received vague description of repair

• Initial Complaint

  04/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had bought a firearm, That was defective and I sent it in for service three times.They told me to, Send in all magazines, Which I had three. They eventually decided to, replace the firearm. The firearm only comes with two magazines. I purchased a separate magazine. When they decided to replace the firearm, they said they would send me a new magazine after I received my new firearm.It has been nearly a year and they have yet to send me a new magazine.

  Business response

  05/18/2022

  Business Response /* (1000, 8, 2022/05/04) */ BBB, thank you for the opportunity to respond to Mr. ********* concerns. Mr. ******** has been informed several times that the magazine he is requesting is out of stock, which is a 17 round magazine. We have offered to send a 13 round magazine considering that the 17 round magazine is out of stock. The additional magazine that Mr. ******** originally sent in is considered a after market part and Taurus is not responsible for aftermarket parts that are sent in. However, we still offered to send an additional magazine. We are willing to send Mr. ******** two 13 round magazines since the 17 round magazines are out of stock. Should he be interested he is more than welcome to contact our Customer Service Service department at 229-235-4020 or 800-327-3776. Consumer Response /* (3000, 10, 2022/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The 13 round magazines are for the TH9c, they won't fit my TH9. The additional magazine that I was instructed to send in is not an aftermarket magazine, it was an OEM magazine, the exact same magazine that came with the firearm. I was told it would take 2 to 3 weeks and it has been months. I am not interested in getting 2 magazines that do not fit. I want what I agreed on, a 17 round magazine. If they do not want people to send in all magazines used with their defective firearms, they should stop telling us to send them in. Business Response /* (4000, 12, 2022/05/10) */ BBB, thank you for the opportunity to address Mr. ********'s concerns. We were able to locate a 17 round magazine for his TH9. It is being shipped via FedEx under tracking XXXXXXXXXXXX. He should receive this item on Thursday, May 10th 2022. Should he need anything further, he can contact our Customer Service Department at XXX-XXX-XXXX or XXX-XXX-XXXX. Consumer Response /* (2000, 14, 2022/05/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩