Current Alerts For This Business
BBB files indicate that this business has a pattern of complaints concerning complaint issues pertaining to products, refunds and exchanges. On December 7, 2023, BBB submitted a written request to the company encouraging them to address the pattern of complaints.
The complaints include issues that products did not meet the expectations of the complainant, including disputes regarding a failure to honor company policy or verbal commitment to provide refunds, exchanges, or credit for products or services.
As of December 18, 2023, BBB has received a response from the business with an agreement to eliminate the pattern of complaints.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Placed order and have been trying to cancel it since it has been taking so long. Called and emailed numerous times without a reply
Business response
10/28/2024
Hello, we are sorry this was not handled for you. have been transitioning to our new website and a couple orders that needed to be cancelled were put on hold so they didnt get lost in the transitioning. we are cancelling and refunded your order as we speak, thanks and have a Blessed day.
-Matthew
Purchasing manager
Initial Complaint
08/27/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a part on 8/12. Rec part on 8/19. Wrong part ordered. 8/21 followed their policy on contacting them via email for a return. No response as of today, 8/27. Called them twice within the same time frame and left a msg. Nothing as of yet.Business response
08/27/2024
Just spoke with customer, emailed a return label, will recieve full refund on order, thanks and have a blessed day.
******** ****
Head of Purchasing
Customer response
08/28/2024
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
06/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
on 240618, ordered 3 magazines (192918 for $81.56). in account info, showed "processing" (still to this day shows it). Never was updated to show any shipping, tracking, etc. info. Sent email on 0614 & 0617 to either ship or cancel based on "processing". No response until 0617 "... not sure what's going on here..." -SSurp. No other contact or info. Items discovered delivered Tuesday 0618. Contacted SS for return & refund due to lack of effective service and no status updates. Meanwhile, ordered items from competitor & instructed SS to cancel the order & tell me if they wanted them back. No response. Then, finally: " If you would like to return items, you are more than welcome to. There will be a 15% restocking fee." What service! (sarcasm). I told them if they wanted them back to LMK & send me a handling fee for my time, gas, and hassle for dealing with THEIR MISTAKES. But, you see the response: 15%. What a lot of "baloney". They are FLAT REFUSING to entertain return except for charging me $12.23 PLUS shipping I have to pay for. If you don't do your job, YOU pay, not me. I'm really fed up with crooked companies and their poorly-performing employees and management with their heads stuck up their ..... They seem to think bad service deserves a reward paid by me - the customer. I will not be doing any more business with this bunch.Business response
06/26/2024
Hello, Order was placed on the 8th of June, which is a saturday and we are closed on weekend, your order was processed and put in line to be shipped on monday the 10th. The item delivered to your mailbox on the 14th before you emailed us on that same day, we did advise it was delivered and we also emailed your tracking info for the item as soon as it shipped, tracking ( **********************), tho it wasnt until the 18th that you resonded saying they were in your mailbox. i have also attached the email we sent you about that tracking info. We are more than happy to take the item back for the restocking fees, but we cannot Justify paying for the other requests because we did send emails stating that the items have shipped and such.
Hope this helps, thanks and have a great day
******* ****
Head of Purchasing
Initial Complaint
03/14/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Placed order #188309 on 3/7/24. My credit card was billed $105 on 3/8/24. As of 3/14/24 my order has not shipped and still says "processing". I tried contacting them by phone several times on 3/13 and 3/14 and cannot get through to a live person. Left a voicemail asking when I can expect to receive my order on 3/13. Also, attempted contact via the form on their website. Either the order needs to ship immediately or they need to give my money back. Most legitimate online businesses don't charge your credit card until the order ships.Business response
03/14/2024
Hello, the order was shipped out on the 11th, we sent you email confirmation with tracking info. being that the order was place on a thurday, it got processed on friday the 8th, and we are closed on weekend so it shipped out that monday, we did not find any emails from the customer asking about this matter, but please see tracking info below. thanks
*************************************************************************************
Customer response
03/14/2024
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. However, I would like to state the following in rebuttal to the business response: (1) They never emailed me a tracking number as stated. (2) The claim to never have received my inquiry into the order status - filled out the contact form on their website, and I called the number listed for them on BBB, the message indicated it was in fact the business in question, and I left a voicemail. So they either need to fix their internal customer service issues or continue to get complaints from their customers. Per tracking provided based on this BBB inquiry, I should get my order tomorrow 3/15/24.
Sincerely,
****** **********Initial Complaint
02/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Never got a call on gun I ordered PLACE IS A SCAMBusiness response
02/16/2024
Hello, we are not a scam. The customer ordered the gun on 1/31/24 , and before we could ship the gun to him, he filed a chargeback with his bank. We have since cancelled his order and refunded him accordingly on 2/15/24 . thanksInitial Complaint
02/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I saw an offer on Shooting Surplus' website offering to sell me 250 rounds of .410 gauge ammo for $30.34 plus $13.99 for shipping. The ammo was listed as being "in stock". I immediately accepted that offer and paid with my credit card. I received the confirmation that I uploaded with this complaint. Now, today, I got an email from the company claiming that it cannot fulfill my order because the ammo is supposedly out of stock. Based on the many complaints filed by other people who have experienced exactly the same treatment it is clear to me that this company is intentionally and purposefully engaging in a scam to lure people in and get their addresses, names, credit card info, phones numbers, etc. I want Shooting Surplus to specifically perform on the purchase contract I made with them. Otherwise, I will sue them for the difference in price I will be forced to pay to obtain the ammunition they agreed to sell to me at that price. ***** ** ******** ****Business response
02/12/2024
Hello, we are not a scap, we didnt bait you in, we simply notified you of the out of stock ammo and refunded you as soon as we found out. that ammo was on sale and it all sold very quickly and several people had to get refunded because when multiple people order at the same time and this is only a certain number of that product left, it will not update in the system fast enough to show out of stock before that customer, i.e. you, pays for it. We hope this helps and if it comes available again we can definetly let you know. but it is out of stock and we refunded you completly. Thanks and have a blessed day.
******* ****
Head of Purchasing
Initial Complaint
02/01/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Date of transaction: Jan 27,2024. Amound paid: $132.02. Order number: 182778. I have been waiting for any new updates about my order whether Shooting Surplus is going to ship the items or not. The item was shown in stock, so I thought that it's going to be shipped soon. But it's almost 4 business days, and multiple emails was sent to Shooting Surplus asking about my order. However, none were replied. I'd like to see if Shooting Surplus is going to solve my case any sooner. Thank you so much.Business response
02/01/2024
Hello, This order was placed on saturday the 27th, and we are closed on the weekends, monday morning we sent her an email asking for address verification because the billing and shipping addresses were different in the order and we needed clarification before shipping. She has yet to resond to that. also, we try to get thing out as soon as possible, we try and ship orders out within 3-5 business days, weekends do not count. We have also left her a voicemail on this issue, and yet to hear back, please advise. ThanksCustomer response
02/07/2024
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
01/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I made an online order to start immediate payments to Shooting Surplus (***********************) for an order of Sig Sauer X-Five DH3 for //$1199.99. I used Sezzle as a 4 payment option. The first payment of $304.70 came out immediately on 17 December 2023. According to Shooting Surplus, I should have received an email confirmation of order within 24-96 hours. I did not receive no such email. I made several attempts to call them at 800-727-6914. I left message to call me in reference to my order if there were any issue and I left my name, and contact number but did not receive a response. I sent them 2 separate emails and the final requesting cancellation of my order due to no contact and a full refund of the initial $304.70 that was paid to them online via Sezzle pay. The first email was sent (************************) on 20 December 2023 of which no response then I sent an email requesting cancellation on the 22 December 2023. I have filed a dispute with Sezzle pay to prevent any further payments to Shooting Surplus. Please provide any assistance to help me get a full refund of the $304.70. I have spent to Shooting Surplus and receive nothing from them. In the past I have made flawless online purchases from much better vendors such as Sportsman's Warehouse, Bud's Gun Shop, Cabelas, GameMasters Outdoors, and Sportsman Guide without any errors or delay. Thanks for your assistance with this matter.Business response
01/03/2024
Hello, we spoke with customer and are refunding him, thanksInitial Complaint
12/21/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On October 4th 2023 I ordered a "1 × FAXON FIREARMS SENTINEL AR-10 PISTOL 8" 8.6 BLACKOUT SBA3 BRACE FX8608". At $185.67. after I initiated contact, I was told that the item was out of stock though clearly still showing in stock. After the inquiry it was listed as out of stock and a new listing was posted for a much higher price. I didn't expect them to honor the price as they are notorious for listing huge discounts in the hopes you will also buy non returnable accessories.Business response
12/21/2023
Hello, we deal with over 250,000 products sitewide and this item wasnt listed correctly. the price wasnt for a faxon pistol but for a faxon barrel that the two listings got mixed up. sometimes with the system software updates or new items merge into out system things get merged together by mistake, as soon as we realized this mistake we issued the customer a full refund. we cannot sell a 2200$ item for under 200$, it just isnt possible. we saw the issue, we refunded the customer, and fixed the listing on our website. in reality the barrel that was actually the correct product for that price was in stock but the gun was not. we are sorry, there isnt anything else we can do. we hope this helps clear things up.
Thanks and have a Merry Christmas
******* ****
VP of Purchasing
Initial Complaint
11/30/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I bought a tripod from Shooting Surplus online. The shipping and taxes were added to the total and paid in full, but after the purchase, I didn't receive the product. I contacted them, and they told me they'd have to add $50 to the bill to cover shipping, at that time I said no, I don't agree to the extra charges. They then said in the details of buying, we can ask for more to ship. I said I didn't want to pay the new shipping cost so they charged me $38 for canceling the product. I told them I didn't consent to a cancelation fee, nor did I want to cancel the product.Business response
11/30/2023
Hello, in reguards to this order, the Customer lives in Hawaii, and it lists in our shipping regulations that
"Shipping to non continental 48 (Alaska, Hawaii, Guam, Puerto Rico) will be subject to a minimum additional shipping charge of $35, if your shipping exceeds the listings shipping charge plus additional charge you will be contacted before shipping."
Being the final weight of this package was 16lbs, and the distance that the package was going, We had to let the customer know that there would be an additional shipping fee. We know that the additional charge wasnt great, so we reduced it by half, because the actual cost for shipping that size was double, so we try to help the customer out in that reguard. Being a Gunbroker purchase and not direct on our website, cancellation fees are more due to Gunbroker policy(not up to us), we had to charge a 15% cancellation fee, due to customer refusing to pay shipping, and the rest was refunded back to the customer.
Hope this helps, Thanks
Matthew Gore
Purchasing Manager
Customer response
11/30/2023
Complaint: ********
I am rejecting this response because: In our legal contract the agreed shipping was added (highlighted in red). If there is an additional fee, the seller must get permission for additional cost from buyer. In that, if at this time there is not an agreed amount for shipping, then the seller can not by law charge additional fees to the buyer (Hawaii: §708-8100 Fraudulent use of a credit card). There is no where on the sellers website where additional fees can be added, and if not agreed upon then more additional fees will be added. That's not how business is done. Furthermore, I didn't give permission to cancel the contract that the seller went into upon the the sale (invoice for evidence). The seller canceled the sale and now is charging for the cancelation of sale. Lastly, the seller is just making numbers up, here is from their own website what they'd charge for shipping. $45. Not the $92 they showed me for shipping and the $65 they wanted to charge me.
Sincerely,
******* ****Business response
12/11/2023
Hello, we gave you a full refund and cancelled your order, and you bought the item from the manufacturer direct. you did not wanna pay the additional shipping fees, we understand, but we cannot help that thats what we were charged to send that large of a box all the way from louisiana to alaska, we hope you understand. thanks nad have a merry Christmas.
matthew
Head of Purchasing
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Get a QuoteCustomer Complaints Summary
31 total complaints in the last 3 years.
10 complaints closed in the last 12 months.