ComplaintsforGuns.com LLC

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a gun online, and the price was over $1,000.00. It was a rifle that was to be shipped to an FFL dealer in my home town. The package arrived, but the gun had not been properly wrapped (one piece of bubble wrap) and was loose in the box. As such, the **** and the **** plate had b been damaged. I picked up the gun, and took, accepting it only because shipping it back was an even bigger headache, and decided to have the gun repaired. I have made a claim for the repair bill, about $125.00, and they keep giving me the run around about wanting photos of the box and the wrapping. I sent photos of the damage to the gun, and do not have photos of the box. They are pulling the old ploy of delaying for any excuse to avoid paying the claim. I'll never do business with them again

  

  Business response

  04/26/2024

  ****** purchased a rifle that was unfortunately damaged in transit. We asked ****** if he had photos of the packaging and he replied that he did not. When we learned he didn't have photos of the damaged packaging, we proceeded with the claim and offered ****** the option of issuing a credit to cover the cost of repair, or returning the firearm. ****** has still not responded to Guns.com, but instead filed a BBB complaint. His package protection claim is still open, pending his response. We'd be more than happy to help resolve his issue and ask that he simply replies to the most recent email, or gives us a call at ************. 

• Initial Complaint

  04/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Terrible! Spoke with ***** (who was incredibly rude) to cancel my order that hadnt shipped just to be told she wouldnt do it. If it hasnt shipped you should be able to cancel!

  

  Business response

  04/18/2024

  ***** placed an order for a new handgun and emailed our customer service team on a Sunday afternoon requesting to cancel the order because he believed the slide of his handgun was silver. Our **************** hours are Monday - Friday from 7:30am - 6pm CST. Monday morning ***** called our **************** team concerned that no one got back to his email from the day before, and again explained his concern about what he believed to be the silver slide that he didn't want. Having reviewed the recorded conversation, our Rangemaster was very professional and polite as she helped ***** throughout the conversation.Our Rangemaster was quick to assure ***** that the firearm he ordered did not have a silver slide, and in no way did the photo or listing description depict a silver slide. After understanding this, ***** stated he wanted to cancel his order anyway. Our Rangemaster explained once an order is in fulfillment, we're unable to modify or cancel the order as we process orders quickly and most often aren't able to cancel before they ship. *****'s order actually did ship before we were able to cancel it, but we've made an exception for him and paid to have the firearm returned to Guns.com. We've called ***** and left him a voicemail explaining this, but haven't heard back from him since. If ***** has any additional questions about a product or how to buy a firearm online, we're more than happy to help. 

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This was my email to the unrepeatable company guns.com Beware, do not purchase any firearms from this unethical dealer. When this so called new firearm arrived at my FFL, **** and I, my FFL dealer were both surprised how bad condition this firearm arrived. **** (**********************************) FFL Dealer and owner of **************** ************************** ************** **, ***************************** ************. ********************************** witnessed all details of this documentation. This firearm was tampered before delivery. Terrible packaging, foam is inconsistent, foam pieces are not aligned properly, exposed glue, magazine not in its correct position, seemed it was tossed into the case over the slide. Magazine should have been inserted into the foam slit to stop it from moving and damaging, scratching the firearm. All three additional hand grips were scattered, one of the hand grips was stuck on the foam with glue from the case. Other contents were also same way, stuck on foam with glue from the case. The slide is very stiff, and gets jammed half way. The orange plastic barrel insert was not inserted into the barrel, there are actually 2 orange plastic inserts in this case! Why this came with 2 orange barrel slide protectors is very odd. I have bought several ********************************* pistols, never have I seen them come in this abused condition from *************** I will be sharing this experience with *************** Furthermore guns.com is listed first on the list of their FFL dealers and affiliates. Guns.com charged me close to $200.00 dollars to return this defective, tampered pistol with no exceptions. If I wanted my partial refund of close to $1000.00 dollars, they instructed us to wait for a return label to send it back. Keep in mind I never took possession, and refused to take delivery of this firearm from my FFL especially after seeing the abused, tampered condition of this firearm.

  

  Business response

  04/10/2024

  ****** purchased a new S&W handgun on March 21st. This specific firearm was manufactured in March, 2024. ****** has spoke with a **************** leader multiple times regarding his concerns. During the most recent phone conversation we had with ******, he stated he acknowledges the firearm hasn't been tampered with but he simply feels the firearm is junk and wants to return it. ****** ordered and received a new firearm that was manufactured this past month, and in the condition that it left the manufacturer. We've explained to ****** that if he has concerns about the firearm's quality, he'd need to work directly with ***** & ******. Since ****** refused to transfer his new firearm, it has been recovered and inspected and found to be in new condition.Our terms and conditions that ****** agreed to at check out state "All new Gun sales are final. New Guns will be covered by any applicable manufacturers warranties. Guns.com may assist Buyers in contacting the manufacturer but does not assume any warranty responsibility." We're processing a refund consistent with our stated return policy which states "If a firearm or lower receiver is not picked up within 14 days of arrival,including failed background check, not legally allowed to own, refusal to pick up, or any other reason the transfer is not otherwise able to be completed, the transaction will be canceled. Guns.com will process a cancellation and return of the product, minus any fees, a $30 return shipping fee, original shipping charges, and a 15% restocking fee." If ****** still has any remaining questions, we'd be more than happy to answer any of them and encourage him to give us a call. 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Streamlight Protac 2.0 Mount system, order # ****** and the remote pressure switch is missing. Guns.com after trying for a week to get in touch with them, told me I had to call the manufacture. I don't know how to get in touch with them. I did not buy from the manufacturer. I bought from Guns.com. They should locate and supply the missing part.

  

  Business response

  03/07/2024

  We're sorry to hear ***'s Streamlight Protac 2.0 Mount System was missing the pressure switch. It's uncommon for there to be any issues with new accessories,but in the rare instance there is an issue we'll gladly help put one in touch with the manufacturer for support. Our return policy states "All accessory sales are final. Optics, magazines and other accessories may be eligible for any applicable manufacturer's warranties. If you need help contacting the manufacturer, please let us know and we'll be happy to assist." Streamlight is a fantastic company with great product and service. We reached out to Streamlight directly on his behalf and they've mailed the missing pressure switch directly to ***. If *** has any additional concerns, we ask him to give us a call at ************ and any of our ************ would be happy to help. 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new handgun from this website it arrived with heavy scratch ****s down to the metal of the slide on the side of the gun it also had chips and dents in the metal all throughout the slide of the gun, this is a $300+ part and absolutely was not ****eted as damaged at all. The company told me it was just a water **** and has not responded to me since. This was a brand new product that arrived damaged

  

  Business response

  03/07/2024

  Since ******* informed Guns.com about his concerns after transferring his new firearm, any potential resolution would fall within the purview of the manufacturer. Raising concerns about wear post-transfer poses challenges in substantiating claims. It's important to note that once the transfer is complete, the sale is considered finalized, making subsequent claims challenging to validate. 

  Customer response

  03/08/2024

   I am rejecting this response because:
  
  They were informed immediately upon me obtaining access to the firearm where I could actually inspect it (I was not able to do this at the store it was transferred to) guns.com was informed the firearm was damaged and had signs of wear and deep scrapes into the metal of the slide. They are trying to accept no responsibility for selling a damaged product marketed as New on their website. This is a replaceable but expensive piece of the firearm and I would expect a reputable company to replace the damaged parts of what they sold.

  

  Business response

  03/11/2024

  ******* transferred and took possession of his new firearm, later making the claim that it had signs of wear. As stated previously, raising concerns about wear post-transfer poses challenges in substantiating claims. For this reason, it's important to inspect one's firearm before transferring. Specific to new firearms, our return policy states "All new gun & new lower receiver sales are final. As a reminder, new guns are eligible for any applicable manufacturer's warranties. If you need help contacting the manufacturer, please let us know and we'll be happy to assist." If ******* has any additional questions, he's welcome to give us a call at ************.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a gun and went to pick up there was a issue when I went to pick up and I didnt want to wait for it to be cleared up because of the return policy timing I then emailed no answer for a week then called and said need to return it has been over 30 days and the dealer has not shipped the item back yet. They want more money from me when they havent even returned my buying the item fees yet . So holding my refund hostage till I pay more money bad way of doing business

  

  Business response

  02/16/2024

  **** ordered a firearm from Guns.com on January 6th. The firearm delivered to ****'s selected FFL on Thursday, January 11th at 2:08pm. **** informed Guns.com that she was unable to take possession of the firearm and needed to return the firearm. We sent a return label to ****'s selected FFL and heard that they require **** to pay their transfer fee before they'll ship it. It's important for **** to understand the transfer fee being requested is from the transferring FFL and is not assessed by Guns.com. We're happy to help **** find a workable solution, and invite her to give us a call. She can reach us at ************.  

  Customer response

  02/19/2024

   I am rejecting this response because: I have called and it is there ffl  from there list . I wa already told that there deducting restocking fees and shipping fees and now want more money thats the point . I am not paying anymore money for a item I do not have and have not received and they still have my 299 I have nothing  why should I pay more yet again when I called the ffl they dont only want a transfer fee they want a shipping fee also it seems that they keep asking for money just to give me my money back ?????
  
  
  

  

  Business response

  02/26/2024

  Outlined in our return policy and terms and conditions, if a purchased firearm is not picked up for any reason including failed background check, not legally allowed to own, refusal to pick up, or any other reason the transfer is not otherwise able to be completed, the transaction will be canceled. Guns.com will process a cancellation and return of the product, minus any fees, a $30 return shipping fee, original shipping charges, and a 15% restocking fee. As mentioned previously,the transfer fee is from the transferring FFL, not from Guns.com. As a courtesy, we have offered to waive the return shipping charge for **** to offset the transfer fee that her local FFL is requesting. If **** has any questions,we encourage her to give us a call at ************.  

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In 1/7/2024 I order a gun from guns.com which I was charge with the amount of $1,421.15. Surprisingly my order arrive to the *** faster that I expected. However, the *** contacted me to tell me that type he received is illegal in my state. It surprised me because it wasn't the characteristics of the gun I order. I send an email and later called on 1/10/2024, explaining that it wasn't the gun I saw on their website. I also talk to customer service and explain that the picture and description doesn't match with the gun I chose. I also notice the hyperlink in the website was changed 2 days later for the gun the ship to me, correcting their mistake.After being approved for the refund I notice I didn't received the full amount. There were missing $258.92. because the refund was $1,162.63, Meaning I was charge for shipping and restock feed. After I made a request for the missing amount I received a respond from the company where they basically make me responsible for their mistake. I was told for the range master, "many of our pictures are stock photos provided to us by the manufacturer and do not necessarily represent the actual item being purchased". I also was told to not rely in photos alone. At this point I feel like was cheated by the technicality of the company. If the listen to my conversation mention that neither the photo not the description match with the my product. I think it is their duty to make sure everything is correct on their website and make it easy for their customers.

  

  Business response

  02/16/2024

  We're sorry to hear ******* didn't receive the firearm that was pictured in the listing from his purchase. We strive to provide accurate information in all of our listings, and apologize for this experience not being easy. We have processed a full refund for *******'s order, and would be happy to help him find a compliant option. We've left ******* a voicemail, and would welcome a call from him if we can help any further. 

  Customer response

  02/21/2024

   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.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 12/23/2023 I accidentally purchased the incorrect model number of the item I was looking for. I was charged $2030.72 for this item which was fair. However, when I noticed my mistake the next morning, I immediately took action to attempt to cancel this order so that I could order the correct model number. In spite of the fact that this item had not yet been picked, packed, or shipped, the representative I was on the phone with refused to let me cancel the order. I now own a $2000 item that I have no use for. The representative was kind enough to tell me that they would buy the gun back, but at a used wholesale price, not what I paid for the item. I feel like an honest mistake was made on a high ticket item that was factory condition with zero customization and this company should have worked with meon this in a more equitable fashion. I would like for them to refund my money and take this item back.

  

  Business response

  01/18/2024

  *********** purchased a firearm on December 23rd. Three days later on the same day his firearm was scheduled to be delivered by **** *********** called Guns.com customer service and asked to cancel his order having realized he didn't intend to order that particular firearm. Our Rangemaster explained that his firearm had already shipped and was scheduled to deliver that same day, and that the order couldn't be cancelled. She further explained if *********** didn't transfer his firearm, Guns.com would recover the firearm and issue a refund in accordance with our stated return policy. On our website we state all new gun & new lower receiver sales are final. Additionally it's outlined that if a firearm can't be or isn't transferred, we will process a cancellation and return of the product, minus any fees, a $30 return shipping fee, original shipping charges, and a 15% restocking fee. This information can be found here **************************************************************;

  Customer response

  01/22/2024

  I am rejecting this response bc if the representative had clearly explained that to me, I would have elected to not pick the firearm up from my ***. I would have elected to do so without hesitation. She failed to make this clear. The only reason I picked the firearm up from the *** was because I was fearful it would be returned to guns.com and I wouldn't have received any sort of refund for the item. Had I know I would have been refunded the price of the item minus the fee, I would have done so without hesitation. I was not about to be left out of my money and out of the item. I will be satisfied if guns.com will take the firearm back, refund the purchase price minus the fee.
  
  
  

  

  Business response

  01/24/2024

  Having listened to the recorded phone call between *********** and our Rangemaster, *********** quoted our return policy as stated on our site specific to if the firearm is not picked up from the **** Our Rangemaster proceeded to reiterate what he had just read from our website,stating if the firearm were not picked up and returned to Guns.com, a refund would be provided minus reshipping and restocking fees. *********** then stated one way or another, this gun was coming back to Guns.com. ***************************** to the terms and conditions at checkout, read the return policy to our Rangemaster while on the phone, and had our Rangemaster reiterate the policy and process specific to his very situation.*********** ordered a firearm he didn't intend to and is asking to return it without any restocking fees, after having transferred it. Since Guns.com did not make any error, and we picked, pack, and shipped the exact firearm that *********** ordered and transferred, a return cannot be issued. If he has further questions, we'd be more than happy to visit with him. 

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a firearm 12/11/2023 that was sold as certified used - meaning it is reviewed by experts. "Every gun is individually inspected and will only be sold if it passes thorough, 10-point inspection process". The gun was picked up and upon further inspection of the bolt carrier group - gas rings were missing - a very important part for the safe operation of the firearm. This was rated at the "Excellent" level via their experts.I contacted customer service promptly and supplied the requested photos and video of the part in question as well as fully assembled. Received a reply today (12/27/2023) stating their solution was to either have the firearm returned for a refund or a $50 coupon to their site. This weapon is considered hard to find due to model and configuration, therefore returning it would not make much sense. The $50 coupon would not begin to make a decent dent in the money it would take to purchase a brand new carrier group to ensure the safe operation of the firearm itself. No apologies given aside from the individual I spoke to initially before sending evidence.On top of which, as relayed to the rep via phone, there were additional parts that were loose and/or broken/

  

  Business response

  01/02/2024

  Hi *********** - We're sorry to hear you're not thrilled with your recent purchase. You should have complete confidence when buying your firearm from Guns.com!  Our Certified Used firearms do go through a rigorous 10-point inspection before being listed. Your rifle is not missing anything, and arrived as it is intended to be by the manufacturer.We've tried calling you to explain, but weren't able to reach you. Please give us a call back at ************ and we'd be happy to walk you through your rifle's BCG.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a gun about 6 months ago and after a few days the purchase I changed my mind. I called the company support number asking for a refund and since then its being a real nightmare. I called the company multiple times so they could send a shipping label to the local store where the gun was shipped in order to get the gun retuned to guns.com.Each call I get a different excuse and nothing is done to get the gun shipped back and my money refunded. The order number is #******

  

  Business response

  01/02/2024

  Hi ******* - We're sorry to hear your return experience hasn't been easy. So far we've provided two return labels in an attempt to recover your firearm. We left you a voicemail this morning, and sent you a 3rd *** return label to use to return the firearm. You can either reply back to our email from this morning, or give us a call at ************ if you have any additional questions.  

  Customer response

  03/11/2024

   I am rejecting this response because:
  
  I did everything they told me to return the weapon back to them so I could get a refund. The weapon was delivered to the location on January 11, more than 2 months ago and Im still waiting for my refund. As soon as the first BBB case was closed they stop replying.
  

  

  Business response

  03/15/2024

  The credit card ******* used for his purchase is either closed or expired, so a refund could not be issued to that credit card. We have contacted ******* to verify the address he'd like the refund check mailed to. He has since responded providing his mailing address, and a refund check will be issued and mailed to this address. We encourage ******* to contact Guns.com directly for any service needs before contacting BBB. Our promise is to make the Guns.com experience simple, and we're committed to delivering on that promise. Any of our ************ are happy to help and can be reached at ************ between the hours of 7:30am - 6pm CST, Monday through Friday. 

*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. ↩