ComplaintsforGuns.com LLC

• Initial Complaint

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a gun and purchased package protection. The gun was damaged and guns.com refused to refund package protection. They do not honor the agreements they make. They then went on to block me on social media disallowing me a platform to address my issues

  

  Business response

  09/15/2024

  Hello *******,

  We are very sorry for any disappointment you had with your recent purchase, and any frustration you had with the result of your package protection claim.

  Our Package Protection is coverage for if your item(s)purchased from Guns.com were to be lost or damaged during shipment. The information you supplied with your claim was reviewed and we found that there was not damage to your firearm during shipment but were marks from previous use of the used firearm you purchased.

  We understand that you have had conversations with our service team since this was filed and you were able to come to a resolution of the matter. Please reach back out to them if there is anything else still needed. 

  Customer response

  09/16/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is a poor excuse but i just take the refund. They refunded the package protection because it was damaged, I will not purchase form guns,com again 

• Initial Complaint

  09/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Sold my DDM4 to guns.com on August 18th. They have been in possession of my rifle since August 29th. I still have not been paid as of September 10th. Chose ACH as my payment method and they changed it to check without my permission/knowledge. I have sent several unanswered e-mails and messages to no avail. Called many times only to be told they will forward my message to finance. **** and there is nothing else they can do or offer. Please pay me!

  

  Business response

  09/15/2024

  Hello *****,

  We are very sorry for the delay in getting payment to you for your recent firearm sale to Guns.com.

  Our inspection team was a little behind and your firearm was received just before the Labor Day holiday and our staff was off in observance.Your firearm had passed inspection and was approved for payment on 9/4. We attempted to process your payment as an ACH as you requested but were unable to process it due to no banking information being present. We converted the payment method to issue and mailed your payment to you.

  Please reach back out to sour service team if you need anything further with this sale or have any questions. 

  Customer response

  09/16/2024

   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.

  Payment by check has been finally received. 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was mislead by fee free purchase. I went to pick my order up at ******* guns and there was 60$ plus 25$ for background check. I already paid 265$. I requested to cancel several times and no response

  

  Business response

  08/16/2024

  Hello *****,

  We are very sorry to hear about your disappointment with your recent purchase and for any confusion around our Fee Free promotion.

  
  The Fee Free promotion we had was for the waiving of our standard fees we have with firearm orders, the $7.99 shipping fee and our $15.99 processing fee. These fees were waived for your order and it was processed correctly.
  The fees you mention being charged were paid to ****** Brothers Firearms, the Federal Firearms License(FFL), that received your firearm and were responsible for any paperwork and running any background check required by the state of ****** or by the *** and ******************* Any FFL that performs this service is allowed to charge a transfer fee and there would be a fee for running the background check required by the state.

  
  We do see that you attempted a number of times to try and cancel your order, both on the phone and via email., We did advise you multiple that once orders are placed and they are in fulfillment, we are not able to cancel. Our team did try and stop the order from shipping, but we were unsuccessful and it had already shipped. Now that the firearm has been delivered to FFL, we are not able to cancel the order and provide a refund.

  
  Please reach out to our service team if you have any additional questions or you need further assistance. You can reach out to us at ************ during our business hours of 7:30 am 6 pm Monday - Friday CST.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a firearm never received it and was told needed to pay a transfer fee to have it shipped back to get my refund . It has been ongoing for 6 months now . I paid there fee almost 2 months now and still no refund I call and get no where but they keep my money and ask for more

  

  Business response

  07/23/2024

  ****'s firearm has not been returned to date, but we had already made an exception and issued a refund to ****'s credit card. Unfortunately the refund to ****'s credit card could not process successfully, so a refund check has been mailed to the address **** provided. If there's anything additional we can help with, we encourage **** to call us at ************. Any of our Rangemasters would be happy to help. 

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a ***** and ****** FPC from guns.com . I picked Modern Sportsman in **********, for the place for the gun to be delivered too. The package arrived, but the gun was not in the box. Guns.com said that they would refund the money, after *** completes their investigation. I have been told that the gun was stolen by ***, and they still will not give my money back or me. I purchased a protection plan, so that could refund on the case of an event like this. I have made multiple calls, with no resolution.

  

  Business response

  07/12/2024

  We're sorry for the unfortunate event of *****'s firearm being lost by **** The investigation by *** is usually resolved sooner than this, so we have refunded ***** for this order and will continue to work with *** on the lost shipment.If there's anything additional we can help with, we encourage ***** to give us a call at ************. 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  they low balled offered that i took, then with the weapon in there position said they were only going to pay 200 because it needed cold blue. It cost 50 bucks to have it mailed back if i didnt except there new offer

  

  Business response

  06/18/2024

  We're sorry to hear ****** wasn't excited about the initial offer that he accepted.Our appraisal team has years of experience buying, selling and trading firearms. They have a deep understanding of gun performance and condition assessment, as well the most up to date market value of the guns we buy. We are committed to giving a fair, competitive offer for your gun, and feel confident the offer amount was very fair. When the firearm was received in our Warehouse,the firearm sent was in a condition drastically different than the one in the photos provided by ******. A detailed email explaining the reasons why the firearm failed inspection was sent to ******, outlining the excessive undisclosed wear on the firearm and the broken muzzle bushing lock. A reduced offer was presented to ****** taking into account the gunsmith repair costs that the firearm would need in order to bring it to the level it was presented in when ****** initially made the submission. ****** accepted the reduced offer of $205 and has been paid for this firearm. If ****** has any remaining questions about his offer or the offer process in general, we invite him to give us a call at ************ and any of our Rangemasters would be happy to help. 

  Customer response

  06/21/2024

   I am rejecting this response because:
  it cost 50 bucks plus time to get the weapon returned if you don't like the counter offer ...to add cold blue and fit the lug on the end isn't worth 200. 400 dollars for an ak-47 is a steal considering you double your money...200 is internet highway robbery  Im not going to call you and explain why you ripped me off 400  is at a lost but having the option to opt out with a price is a bit predatory 
  
  

  

  Business response

  06/24/2024

  The firearm ****** mailed to Guns.com was not only received broken, but was in an overall condition drastically different than how it was presented by ****** in the offer submission. When a firearm is received in a significantly lesser condition and has undisclosed damage, one can't expect the offer to remain unchanged. In rare situations where a firearm is received in a condition much different than presented in a seller's submission, a revised offer is made taking into consideration the condition and damages. The best way to avoid a failed inspection is to accurately represent the firearm and disclose anything that's broken. As stated previously, if ****** has any additional questions, we're happy to visit further. 

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an item from guns.com that advertised financing. It seemed basically like what Amazon does with Affirm. The item should be paid off by now but when I checked my account it shows roughly $2000 left to pay off and that the item is "Leased" not purchased. I have the option to pay off the remainder for approximately $1500. That is more than the original price of the item. This is predatory transactions that are designed to charge more than the price of the item. Guns.com, Credova and Monterey financing are intentionally approving at higher amounts than the item so people are unknowingly paying far more than what they are buying with the guise of no interest and payments over time. Yet they only have one month to pay it off. I have paid more than the price of the purchase, I should not have to pay another $2000 for nothing or at the least get that amount in credit.

  

  Business response

  06/18/2024

  *** purchased a firearm on July 12th, 2023 and at checkout selected paying with Credova.At time of checkout it states "Please check the box for the terms and conditions on the right and submit your order using the "Apply Online" button under Order Summary. After clicking "Apply Online", you will be prompted to complete your purchase securely with Credova." From there *** applied with *******, was presented with the offer, agreed to the offer, and completed his purchase. It's important to read and understand what one is applying for and agreeing to. We provide financing information on our site at ************************************************** ***'s concern is regarding the Credova terms he agreed to, he can reach Credova at ************ or email them at ***************** Credova has dedicated support available for any questions or assistance one may need during normal business hours of 3AM to 3PM PST. If *** has any remaining questions for Guns.com, we'd be happy to visit further with him and invite him to give us a call at ************.  

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 3rd 2024, I ordered from the website guns.com. The item is a Glock 22 Gen 4 handgun. The item is described as a law enforcement trade-in. The picture shown on the website is not the handgun that was shipped. There is excessive wear on the slide of the Glock. This is not acceptable for my use. The gun was to be picked up at Guns and More of Thomasville **************, where I reside. On Monday May 13th before 5:00 p.m., I went to pick up the gun, expecting to fill out the necessary paperwork for the transaction. The unknown female behind the counter is very rude and unprofessional. She was dealing with an apparently extremely innebriated male customer who left and returned. I don't know the reason for her mistreating me. I explained that I may have the seller return the firearm for refund. On May 15th, at about 3:15 p.m. I spoke with a person named **** at the guns.com telephone number. He refuses to provide his last name or his employee title. **** is arrogant and not acceptable for customer service personnel. He actually laughed several times as I requested a refund. I asked to speak with a supervisor. **** said that he will have someone call me. I have yet to receive a follow-up phone call. I am requesting refund in full to my debit card of the amount paid, $385.77 due to the fact that the handgun that I ordered was never received. Plus, it is not as pictured on their advertisement. I can go to any licensed firearms dealer and make a qualified purchase. Thank you for your kindness and attention in this matter. Your help is appreciated.

  

  Business response

  05/20/2024

  **** purchased a law enforcement trade in firearm, and later informed Guns.com that he received a firearm different than the one in the photo listing and was not pleased with the wear on the firearm. **** called our customer service team and spoke with one of our Rangemasters, ****. When **** explained why he wanted to return his firearm, **** explained that the listing shows multiple firearms in the photo to illustrate that they can all vary in condition slightly. This is common with law enforcement trade-in listings. Additionally, **** explained the listing makes it very clear that law enforcement trade-ins vary in condition by referencing the listing's description stating "Law enforcement trade-ins vary in condition. Some will have armory marks, others retain their police department crests, and almost all of them show signs of use (holster wear,nicks, dings, etc.). The condition will not be the same from one to the next,but they all fall within the same category of condition." **** continued to explain that if **** chose to return the firearm, there would be restocking fees since there wasn't anything wrong with the firearm and he received exactly what the listing stated. **** asked to speak with a manager. Seven minutes after **** spoke with ****, a Service Manager called **** and left him a voicemail. We haven't heard back from **** since leaving him a voicemail. If **** has further questions about our return policy, or would like to begin the return of his purchased law enforcement trade-in firearm, we'd be happy to help and encourage him to give us a call at ************. 

  Customer response

  05/22/2024

   I am rejecting this response because:
  Guns.com has not refunded my payment as requested.  I do not accept their excuses.   Guns.com is a fraudulent company, and has betrayed my trust as a new customer. There was no explanation that the photographs depicted were not the product offered for sale online.  I expect refund of my payment in full.  I will find an honest, reputable dealer for my purchase.  Thanks, BBB for your professional support in this matter.  I will not deal with guns.com again.  I do not recommend this company. 

  I require full refund for my payment.

  *******************;

  
  

  

  Business response

  05/29/2024

  The listing for the law enforcement trade-in firearm that **** purchased has three photos, two of the photos show three different firearms from the law enforcement trade-in. This is to show the slight variations. If **** thought he was getting the exact firearm in the law enforcement trade-in listing, which of the three firearms did he think he was getting? Again, this listing has a clear description stating "Law enforcement trade-ins vary in condition."**** is refusing transfer because his firearm varied in condition.  Our listing states "the condition will not be the same from one to the next, but they all fall within the same category of condition" and **** is refusing transfer because his firearm's condition is not identical to the three firearms in the listing photo. We've explained to **** that we'll gladly recover his purchased firearm and process a refund consistent with our return policy. We're more than happy to visit further with ****, and encourage him to return our call. He can reach our **************** team at ************.  

• Initial Complaint

  05/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a Gun from there website. *** arrived missing parts that was supposed to be included with the purchase of the gun. I contacted them several times about the issue only to be told they were not going to do anything about it. They told me to contact the manufacturer and buy from them when I already bought it from Guns.com and they didnt include it when they sent the gun out. Guns.com didnt have any proof they sent it out or check the gun from there distributer but believe the distributor that it was sent with the gun which it was not. I would like the missing parts or a refund of 325 which is around what it will cost to buy from manufacturer

  

  Business response

  05/20/2024

  ****** purchased a new shotgun that shipped from one of our selling dealers in our network. His firearm arrived to the *** he selected as his transfer dealer on April 29th. ****** transferred the firearm and left the *** with his new shotgun. Later, ****** stated he was missing chokes that were to be included with this Firearm. We connected with our Selling Dealer *** who confirmed they did ship all chokes and explained in detail where the chokes were when they shipped. We connected with the *** ****** chose as his transferring dealer and they confirmed the chokes were not in their possession. We aren't able to substantiate claims of missing components of a new firearm post-transfer.Since this is a new firearm that was transferred, and the selling dealer confirmed in detail where the chokes were at time of shipment, we are not able to issue a refund. If ****** has any additional questions, we'd be happy to visit further with him. 

  Customer response

  05/21/2024

   I am rejecting this response because:
  
  I never received my chokes with the new Gun. The seller never checked the gun before there 3rd party vendor sent it out to me and claimed they sent everything with the gun. Seller has a promise 

  Buying from us means something more than just getting a gun. It means getting a promise that well be here to help, no matter what the issue.

   

  Instead they only look out for there best interest and not there customers  They definitely didnt make this right  I will continue to spread the negative word about this company that is my Promise to them  

  
  

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home did not pick it up according to there website Ill receive a refund minus stocking fee after 30 days its been over **************************** refund. I need a refund as this point it is now theft

  

  Business response

  05/10/2024

  **** purchased a firearm in January and was unable to take possession of the firearm. The *** that **** selected to have her firearm shipped to is asking **** for their fee for receiving her firearm and conducting the background check before mailing her firearm back. Guns.com doesn't pay for transfer fees,but we offered to wave her restocking fees if she would resolve the transferring dealer's request. To date, we haven't heard from **** or her selected transferring dealer. As soon as we receive the firearm back to our Warehouse, we'll process her refund according to our stated return policy. If **** has any additional questions, we'd be happy to help.  

  Customer response

  05/13/2024

   I am rejecting this response because: I have a email asking if someone else can get the firearm and pay the fee was told yes by Guns.com and once the person got there they were told no . I have the email. I am done wasting my time will not be taking any time off work and not paying anything to anyone.  I have no money and no purchase seems like this is there issue 
  
  
  

  

  Business response

  05/17/2024

  ************'s selected transfer dealer transfers the firearm to someone else is entirely up to that transferring dealer. We require the firearm back to our warehouse in order to process a refund. As a courtesy we previously offered to wave her restocking fees if she would resolve her transferring dealer's request. This offer stands and we will process her return when her firearm is returned to the Guns.com warehouse. If **** has any questions or if we can help with anything, we encourage her to give us a call at ************. 

*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. ↩