ComplaintsforAtlantic Firearms, LLC

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered items from Atlantic firearms on 2/29. It was shipped to my place and then returned for reasons I am not sure of. When i tried to call the company to find out what to do and what the issue was they told me multiple times someone will call me back. Finally someone told me they lie and don't ever talk to their customers on the phone. They emailed me the link to reship the items but it has NO information on my order or my address to verify. i decided to move forward with ship option number 3 because with no communication i feared loosing my money and my items. With seeing bad reviews with many people having issues i emailed them to find out what was going on with my order and they said they canceled my order, charged me a 20% restock fee and then they would send me my shipping costs back. Apparently they had no idea and this transaction has cost me money and i never even saw the items. I would like the restock fee refunded.

  Business response

  04/16/2024

  Sir the following email correspondence was sent to you with no response.

  Follow up
  
  Atlantic Firearms. LLC. <**************************>
  Tue, Mar 5, 11:17?AM
  to *********
  
  **** shows insufficient address, possibly because you didn't include an APT #. We will advise of your options when it gets back to us. 
  Thank You
  Shawn
  Atlantic Firearms

  RTS - Order Returned #*********4 
  External
  Inbox
  
  Atlantic Firearms <sales@atlanticfirearms.com>
  Mon, Mar 11, 3:12?PM
  to *********, me
  
  
   
  
  We have received your package back via ****. Delivery was not able to be made and your order was sent back to us. If you would like to have this order reshipped to a new address, you will need to purchase a reship option on our website. Please check the link below. Be sure to email back to us stating that you have purchased the reship. Include your new FFL dealer information*, your NEW order #, and your OLD order #. If you do not choose to have this order reshipped back out, we can offer you a refund minus a 20% restocking fee.
  
   
  
  * If your order does not require an FFL, we just require both order numbers.
  
   
  
  Reship Option: ****************

   

  With no response from you for days we finally cancelled and refunded your order, Since you never responded with your correct shipping address nor did you purchase the reship option until days after the order was refunded we advised you via email that you would then need to reorder. Yes we charge a 20% restocking fee on returned orders. In regards to your order you did not put your apartment number on the order so **** could not deliver your order to you and they sent your order back on our dime. 

• Initial Complaint

  09/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I used my brand new debit card to purchase a firearm from Atlantic Firearms 9/8/23. This is the only merchant that I used my debit card. My card information was then used to fraudulently purchase over $2,000 worth of tickets on seat geek for MD football games. After speaking with a friend who also purchased a firearm from AF about a week before I did, his card information was also stolen and used to purchase over $800 worth of tickets on seat geek. I notified Atlantic Firearms via email and Shawn advised it was not one of their employees. Seeing as how this is the only merchant my card has ever been used at and it also impacted another customer right after his purchase, there must be fraudulent activity on their end.

  Bureau response

  09/25/2023

  Meredith *******
  
  * *** *****
  
  
  Dear Meredith *******:
  
  Better Business Bureau (BBB) has received the complaint that you submitted on 9/22/2023 against Atlantic Firearms, LLC.  For your records, this complaint was assigned ID ******** in our system.
  
  Before BBB can proceed with the conciliation process, we need some clarification from you on the following issues.
  
  Please provide billing statement showing the $2000.00 charge.
  
  Once clarification has been received, BBB will be able to continue processing of the complaint. Please be aware that should BBB not receive clarification within 5 calendar days the complaint must be closed accordingly, if you require additional time to provide a response please let me know and I can provide you an extension.
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: 20###-###-####7

  Thank you for your prompt reply.
  

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  Customer response

  09/25/2023

  Please the attached files.

  Bureau response

  09/25/2023

  Blaine *******
  Atlantic Firearms, LLC 
  ***** ******* ** *********** ** *****
  
  
  Dear Blaine *******:
  
  Better Business Bureau (BBB) has received additional information from one of your consumers. The original complaint was submitted on 9/22/2023 and was assigned an ID of  ********* Below is the information provided by the consumer. BBB requests that you please review this information and respond within 7 calendar days of receipt of this notice. All responses will be copied to the complainant.

  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Please understand that the consumer’s complaint and your response may be publicly posted on the BBB Web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  If you should have any questions or concerns, please do not hesitate to contact me.
  

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Meredith *******
  
  * ** *****
  
  Daytime Phone: ************
  E-mail: **************************
  
  
  The details of this matter are as follows:
  Complaint Involves:
  Billing or Collection Issues
  
  Customer’s Statement of the Problem:
  I used my brand new debit card to purchase a firearm from Atlantic Firearms 9/8/23. This is the only merchant that I used my debit card. My card information was then used to fraudulently purchase over $2,000 worth of tickets on seat geek for MD football games. After speaking with a friend who also purchased a firearm from AF about a week before I did, his card information was also stolen and used to purchase over $800 worth of tickets on seat geek. I notified Atlantic Firearms via email and Shawn advised it was not one of their employees. Seeing as how this is the only merchant my card has ever been used at and it also impacted another customer right after his purchase, there must be fraudulent activity on their end.

  
  
  
  Desired Settlement:
  Other (requires explanation)
  Stop stealing from customers and making fraudulent purchases
   

  Additional Comments from Consumer:
  Please the attached files.

  Bureau response

  10/02/2023

  Blaine *******
  Atlantic Firearms, LLC 

  ***** ******* ** ************ ** *****
  
  
  Dear Blaine *******:
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 9/22/2023 and was assigned an ID of *********  

   

  BBB forwarded you a complaint filed by Meredith *******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.   
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

   

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

   

  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

   

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Meredith *******
  
  * ** *****
  Daytime Phone: ************
  E-mail* **************************
  
  
  The details of this matter are as follows:

  Complaint Involves:
  Billing or Collection Issues
  
  Customer’s Statement of the Problem:
  I used my brand new debit card to purchase a firearm from Atlantic Firearms 9/8/23. This is the only merchant that I used my debit card. My card information was then used to fraudulently purchase over $2,000 worth of tickets on seat geek for MD football games. After speaking with a friend who also purchased a firearm from AF about a week before I did, his card information was also stolen and used to purchase over $800 worth of tickets on seat geek. I notified Atlantic Firearms via email and Shawn advised it was not one of their employees. Seeing as how this is the only merchant my card has ever been used at and it also impacted another customer right after his purchase, there must be fraudulent activity on their end.

   

  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  Stop stealing from customers and making fraudulent purchases
   

  
  Additional Comments from Consumer:
  Please the attached files.

  Bureau response

  11/06/2023

  Blaine *******
  Atlantic Firearms, LLC 

  ***** ******* ** *********** ** *****
  
  Dear Blaine *******:
  
  This message is in regards to a complaint submitted to BBB about your business on 9/22/2023 by Meredith *******.  This complaint was assigned ID *********
  
  BBB is informing you that this complaint has been closed as UNANSWERED.  Multiple communications have been sent to you about this matter; however to date, we have not received a response.
  
  You should be aware that your lack of response is now reflected in BBB's rating of your company. You can view your revised BBB Business Profile on our website at ****************
  
  BBB helps resolve disputes between businesses and its customers. We welcome the opportunity to amend your BBB Business Profile upon receipt of your company's written response and resolution of the dispute.
  

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order# *********9 Paid $479 on 3/4/21 Product failed/ inoperable after 250 rounds. Advertisement list the product as very durable but it catastrophically failed after only 1/5th of its value in ammo. Advertised in videos as having a rock solid lifetime warranty from ***** **** tactical but this has not been the case. The manufacturer has been contacted and stated that I'll be put on a waiting list for warranty repair/ replacement no firearms or parts are currently available. Was told that any refund needs to be discussed with Atlantic firearms. No RMA was created and no timeline was given on when/if the gun will be repaired. I have received no response from Atlantic Firearms in regard to the refund request and warranty issues, I sent two emails. I also was price gouged on this item, price went down to $199 by the end of the year. I am requesting a full $479 refund.

  Business response

  10/13/2023

  Customer ordered a firearm from us in March of 2021. He contacted us 2 years later in August of 2023 with a warranty issue and wanted to return the firearm. He had reached out to the manufacturer of the firearm under warranty but since they stopped making the particular model he purchased they offered him a replacement of a different model. As this was well outside of our return policy we were not able to accept a return on the firearm as he had not only used it but claimed it had issues over 2 years after purchasing it from us. Any warranty issues are to be handled solely by the manufacturer and in no way are we responsible for those warranty issues. 

  Customer response

  10/15/2023

  
  Complaint: 20582107
  
  I am rejecting this response because:

  Atlantic Firearms provided no response in regard to the false statement/assumption they made about the gun on ****************.com as attached "The ***** **** Tactical M Shotgun is a fantastic semi auto 12 gauge shotgun that is very durable, reliable, and affordable.  This Pro M semi-automatic shotgun is a perfect choice for home defense and/or recreational shooting on a budget."  This was not even close to being the case for me, gun broke apart on the 3rd range trip.  Atlantic Firearms overcharged me for the value of this product.  I saw this gun as low as $199 later in the market with free shipping which would indicate over 100% profit margin at $450 (my purchase price).  

  ***** **** tactical has yet to provide an RMA so I can return the gun for warranty repair.  Atlantic Firearms highly overcharged then never responded to any of my emails or assisted in any way with the warranty process.         

  Sincerely,

  
  ****** ****

  Business response

  10/25/2023

  Atlantic Firearms is not the manufacturer of the firearm. We are solely the retailer and the customer was directed to the manufacturers warranty on said item. We do not accept returns on warrantied items. Again any issue with an item that is under warranty is handled by the original manufacturer. This customer agreed to our terms of service at checkout and our return policy below. 
  RETURN POLICY
  Return And Warranty Policy
  With customer satisfaction being a high priority at Atlantic Firearms LLC, we urge you to read the following information. By placing an order with Atlantic Firearms you are agreeing to our Return Terms. Please feel free to contact us with any questions you may have prior to making you firearms purchase.
  - Returns are accepted on items up to 10 days after delivery has been made. Any returned items must be unfired or unused and in the exact condition in which it was shipped to you or your dealer. This includes boxes and accessories. -Returns must first be authorized by Atlantic Firearms, any items sent back without RMA will be refused. Any firearm return must be securely boxed and must include a photo copy of the front and rear of your driver’s license. Any gun that is sent back without the RMA# and Photo ID will be turned over to the ATF!! - All returns may be subject to a 20% restocking fee. 
  - All returned items must have an RMA#, which is assigned by Atlantic Firearms. - If you have an issue please contact our office via email with your contact info, reason for wanting to return the item and your original order number. We will review all the information and be in contact to discuss the possible return. We will refuse any returns that have not been authorized and include an RMA #. We cannot refund your money until the item has arrived at our facility.
  - You will need to write the RMA # on the exterior of the box next to the shipping label. All shipments must be double boxed just as we shipped them out. There is a 20% restocking fee on all returned items unless otherwise discussed prior to us receiving it.
  - Any shipping, auction fees or transfer fees are nonrefundable. We cannot refund your money until the item has arrived at our facility or the original manufacturer.
  - Any item issues or shipment shortages must be reported to our office in 5 days of delivery. Please email this info so we have written documentation with a time & date stamp. We will work with you to resolve the issue. We will not accept ANY return request beyond this time frame so please contact us in the 5 days and we will be glad to assist you.
  - Any items returned that do not in fact have the problem that was reported will be subject to a 20% restocking fee. We cannot refund your money until the item has arrived at our facility and the issues have been verified. 
  If there is an authorized return you will be emailed return shipping instructions. - Please READ & FOLLOW the instructions to ensure a smooth return & refund we are not responsible for customers that do not follow the directions and you will be charged.
  - We do not accept returns on ammunition for safety and liability reasons. Please make sure you are buying the correct ammunition for your firearm before placing the order. 
  - All warranties are covered by the products manufacturer, Atlantic Firearms will be glad to assist in helping with a warranty issue. If you have a problem please email & we will be glad to help get the problem ironed out with the manufacturer. - We do not offer or provide warranties on any items unless specifically manufactured by Atlantic Firearms. All return inquires must be done via email so we can have a written history of the request etc.
  - There is no warranty on used guns unless otherwise specified before purchase.
  - New firearms are covered by the manufacturer’s warranty and should be returned directly to the manufacturer for repair. Please feel free to contact our office so we can be aware of the problem and help you with the correct contact info for the manufacturer etc. We will not accept warranty related items back to us unless specified.
   - Atlantic Firearms LLC neither warranty's or guarantees any weapon or item purchased. The original manufacturer warranty's the item. We will be happy to be of any assistance possible with your warranty claim. You may not repair an item covered under warranty and ask for Atlantic to cover unauthorized repairs. - Any and all repairs must be completed by the original factory unless otherwise agreed upon in writing from Atlantic Firearms.
  -  We are not responsible for manufacturer’s warranty if the company closes or is purchased by another firm.
  -   Any modifications done to any item or firearm may void the factory warranty. 
  -  Any guns converted to a NFA SBR (Short Barreled Rifle) will void the warranty.
  -  Any guns excessively used with a NFA Full Auto sear pack may void warranty.e...

• Initial Complaint

  02/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On January 22 2023 I made put in a layaway purchase with Atlanctic Firearm. I purchased from this dealer before and at the time they were running a promotion that allows you to put a layaway for 45days free of charge. Which means you have 45days free of charge to pay off purchase. When I went through my purchase process I made sure I put $0 as the deposit because the promotion says its free. Meaning we do not have to put a deposit down. Typically if you were doing a layaway plan it would be a 25% deposit required. There has never been any extra fees as stated in there layaway rules. I take screenshots everytime I make a purchase for anything because things can happen like this. On my screenshot it shows the purchase date time and the amount of the firearm what was put down as a deposit and what the balance remaining. The next morning I woke up to an email that my card was being charged without my consent and that I had a shipment on its way to me. I immediately reached out to the company to let them know that they made a mistake and charged my account $495.98 and it was not supposed to be charged to my card for 45days according to their promotion deal they are running at the moment and the fact I did a layaway. Shawn from their company responded and said it was my deposit. I explained to him there was no deposit and I showed him proof of payment and the promotion they were running. He stop responding to me and refuse to correct the situation. I asked him to cancel my order and he still shipped the firearm out without my consent even after I asked. I have full proof of the promotion, transaction, and conversion that shows this was not consented by me before he proceeded with the shipment. I tried a second attempt to speak with the owner Bradley **** but the same rude individual Shawn from their team responded. Shawn lied twice about my transaction and refuse to rectify the situation. I showed him proof of false advertising and he said it was my problem to deal with.

• Initial Complaint

  12/31/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received an email from Atlantic Firearms about an ADVERTISED price of an item they are selling, I called Atlantic Firearms and talked with a lady named ********* , who told me they would honor the ADVERTISED price for what I wanted to purchase from this company, I received another email from ***************** from Atlantic Firearms that told me it was a TYPO in the email and would not honor the price that was in the email that I received originally.This is FALSE ADVERTISING to me in my opinion, I contacted them about this issue and nothing was done to remedy the issue.

  Business response

  01/06/2023

  On December 30th 2022 we put out an email sales flyer with multiple items on it. There was an item that had a typo and it listed the price incorrectly. This customer called our call center and a message was taken in regards to this error. Note our call center only takes messages, they do not give out information or have the authority or knowledge to provide any pricing or product information. They only gather the callers name, number, email and subject where it is then forwarded to us to contact them.
  We emailed the customer that there was a typo in the email newsletter and we apologized for the confusion. We let him know that since it was an error we would not be able to honor the price on the flyer and apologized. Never was that typo price promised to the customer. All pricing is on our website and the customer was made aware of that. It was not our intention to mislead any customer. The advertised price on our site at the time of the flyer and at the time that anyone visits the site is accurate.

  Customer response

  01/06/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did receive a response from Atlantic Firearms, about the sales flyer email having a **** , however, there was never another email sent out of correcting the **** in the email that was sent out to begin with. Also when the link was clicked , there was a vast difference in price of the item I inquired about in the first place. I did receive an apology from a sale rep over this issue, I was not told that Atlantic Firearms would or would not honor the advertised price that was in the sales flyer email. The response from them is as shows please see attachment.
  
  
  See Attachment/File: E291BFFC-E796-4E65-9DD0-F9356EFB2A16

  Customer response

  01/06/2023

  ***Document Attached***
  
  See Attachment/File: B7CF85DA-2610-476F-B0AD-386AC59D2E09.jpeg

  Business response

  01/10/2023

  Correct another email was not sent out. We responded to the customers email letting him know it was a typo. The product is not available at the price he wants it to be at at this time. Prices are subject to change. All available pricing is live on our website.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Vendor mishandled shipment, will not take phone calls, and refuses to complete the order or refund the money in a timely manner.

  Business response

  12/22/2022

  Business Response /* (1000, 5, 2022/11/30) */ -Customer ordered a firearm from us on Nov 15, 2022, 11:52:01 PM. His ordered shipped via UPS to his chosen FFL dealer in TX from MD on Nov 17, 2022, 11:48:02 AM - We were informed on Wed, Nov 23, 12:47 PM by the customer that he believed the firearm to be lost or stolen. In that case we have to contact the authorities and UPS for them to start an investigation on the firearm. We immediately emailed the customer letting him know we would contact UPS. - He was determined that the firearm shipment was not in fact lost but that the customer didn't wait long enough for the package to arrive to it's intended destination in TX. This being the week or Thanksgiving there was a slight transit time delay. -UPS indicated that the firearm due to law and regulation was going to be returned to us. - We informed the customer of this finding and stated we could either refund him upon it's receipt to us or we can reship the firearm back out at no additional cost to him. - The customer has refused to respond to this request and he will be refunded in full as soon as his orders arrives back to us. - We've made every effort to respond to the customer in a timely manner with each inquiry, he had been offered a full refund or a reship of the firearm but has refused to cooperate or answer which option he would prefer so a refund will be given. Consumer Response /* (3000, 7, 2022/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Atlantic firearms has their facts demonstrably wrong, which is a consequence of their refusal to communicate directly. I have called them repeatedly to resolve this situation but they refuse to do so. Any problems with shipping are the responsibility of Atlantic and the return request to UPS was made at their own discretion. Their issues with properly managing shipping are inconsequential to them either providing me with the purchased product or refunding my money, which they've had no problem holding on to. These are the facts: I called UPS on the scheduled delivery day 11/23, because despite the scheduling the package showed as never having left Illinois, its destination being Texas. UPS determined they had lost track of the package and initiated an investigation. I did not claim the item lost or stolen; I wasn't in a position to do so as it was never shown as 'out for delivery', only 'scheduled for delivery'. UPS were the ones that stated they had lost track of the package and needed to commence the investigation. I called Atlantic to inform them of the situation and requested a call back. Instead I received an email that they were looking into it, which lead to a series of follow-up emails, including the one attached here, where Atlantic clearly states they made the return request of their own volition. Once they had requested a return they should have either sent me a replacement or refunded my money; the shipping issues having nothing to do with getting me the product I paid for weeks ago or refunding my money, especially since Atlantic requested the return. As of right now they have the package back in their hands, confirmed by UPS, and have still not refunded my money. They keep saying they are offering me a refund but refuse to refund my money. Business Response /* (4000, 9, 2022/12/02) */ Customers order arrived today 12/2/22 and he was refunded. Again the customer refused to let the process play out with the package after they claimed it was lost or stolen. Consumer Response /* (4200, 11, 2022/12/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) They received the package on 12/1, confirmed by UPS. I have received the refund, but as usual Atlantic refuses to take responsibility and at this point is simply willfully ignorant or pretending to be so. They requested the return against my wishes, they refuse to communicate, and they held my money improperly. There is a reason they have poor reviews and refuse to take calls.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Atlanticfirearms.com sells firearms and are licensed FFL. They have been informed and are aware of newly enforced ruling starting Dec 1st, 2022, by ATF that has come to the public knowledge in the last couple weeks with regard to pistol braced firearms now being a legal issue. There will be no grandfathering clause either so if it has a previously permitted legal pistol brace, won't matter, it will be a NFA item. But Atlanticfirearms.com just continues to sell these now without regard for incoming rule. I contacted them with my newfound concerns about a layaway firearm i have with them in light of this new development. I simply asked that they move my layaway funds to a different firearm (new item will exceed 400 00 with an added accessory) that does not have a pistol brace and not subject to these new rules. Shawn the representative refused and then ignored my valid concerns and simply regurgitated the layaway policy without regard for the new incoming ATF ruling. I explained to Atlanticfirearms.com that their layaway policy is NOT applicable or in context to what is an inevitable legal issue, and they as a licensed ffl will be responsible and accountable for selling the item. Yes, it's been on layaway for a month what's that got to do with anything? Nothing because only in the last few weeks has the ATF publicly made known this new enforcement. My request is reasonable its responsible and the right thing to do for a customer. You cannot hide behind a policy that you have been short sighted on because every customer that has any braced firearm on layaway will be an issue as you will then be selling NFA items. I simply am requesting the funds be moved to a different firearm without a pistol brace that is not subject to this new incoming law. Atlanticfirearms.com is a great company but have missed it on this new unfortunate situation with a new ruling that is beyond anyone's control but don't stick it to customers in the process.

  Business response

  10/27/2022

  Business Response /* (1000, 6, 2022/09/28) */ The customer placed a layaway with our company on August 28th 2022. Our layaway terms are clear in that you have 45 days to pay off your order, we do not allow for any changes to the items on the order and the total amount for the order must be over $400. On 9/26 the customer reached out wanted to change the item on his layaway order to an item that was under $400. We advised him per our layaway policy which was agreed to at checkout items on the order could not be changed. The customer immediately threatened to contact the ATF and put in a chargeback with his bank. At no time did this customer give a valid reason for wanting to change the item on his order. We were able to epxlain to the customer our policies and agreed to give them a coupon code for the value of their order so they could reorder the new item they wanted. The customer was very happy with that outcome.

• Initial Complaint

  09/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/15/2022 I purchased a firearm from this company online. The firearm was shipped but never delivered. To my FFL. I requested another firearm be sent as a replacement but this company refused. I paid $1154.95 for the firearm and I have requested a full refund. The company has agreed to the full refund but 3 weeks later have not proceed nor mailed the refund.

  Business response

  10/24/2022

  Business Response /* (1000, 5, 2022/09/12) */ 8/15/22- Mr. Warr placed a firearm order with our company and paid via Personal Check on 8/22. Note we do not accept personal checks but we made an exemption for him and process his payment on 8/25/22. 8/29/22- Mr. Warr's firearm shipped via UPS to IL. On 9/1/22 Mr. Warr started emailing us numerous times about it not yet being delivered. We stated that there showed a delay in the UPS system and our shipping team would look into it. 9/2/22- Mr. Warr started demanding we send him a replacement firearm even though UPS showed a delay and it was still in transit. 9/6/22- Our shipping team contacted UPS and put in a request to have the firearm sent back to us. Mr. Warr asked for an immediate refund, he was not interested in waiting for the shipment to arrive. We let him know since he paid via personal check our accounting team would need to issue a check and mail it to him. We typically do this once a week and we would advise him of the refund once it was mailed. 9/12/22- A check was issued to Mr. Warr for the full amount of his order. Throughout this process we have kept Mr. Warr up to date on all aspects of his order. he has not been patient nor understanding and made demands we could not meet. Again he has been refunded via check for his order in total.

• Initial Complaint

  08/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently placed an order for a rifle, within minutes of completing the order I got a email stating that the order had be auto canceled due to me not putting my apartment letter. I was told to replace the order but could not because the funds were pending out of my account. I emailed the company and they stated that this wasn't possible that my order was canceled and payment should have not gone through. Today 8/13/22 my payment posted 2 days after being told this order was canceled. They are closed today and there is no one to help me make sure they received my payment so they can send what I paid for. Very stressful, my order number is ******. I would love for a manager to actually contact me and help me out and get this resolved asap.

  Business response

  08/31/2022

  Business Response /* (1000, 5, 2022/08/16) */ The customers tried placing 3 consecutive orders for firearms but his payments failed and the orders were auto cancelled. He successfully placed an order that payment was received and we shipped that order on August 16th 2022. Below is the response to the customer on 8/15/22 when he realized the issue was on his end. Awesome. Looking forward to receiving this order. Thank you for all your help. And sorry for all the stress if I caused any �.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I made a purchase of a firearm. The said firearm was missing the advertised accessories. Shawn from customer service told me there will be a 20% restocking fee on the return of said firearm. Atlantic Firearms is unwilling to make good on there advertising.

  Business response

  08/26/2022

  Business Response /* (1000, 5, 2022/08/03) */ The customer ordered a firearm that stated it comes with 1 30 round magazine. He claims he saw somewhere that it should come with 2 magazines. In good faith we offered to ship him a replacement magazine and he agreed.

*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. ↩