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Complaint Details
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Initial Complaint
12/28/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Guns.com refused to cancel an order that my child put through under my name. I didnt personally order or approve this order. I contacted them and I was told that the order process is automated and can not be stopped when started. The gun has not been shipped, was ordered over the weekend and I called and tried to cancel it the following Monday but I was told that I had to wait until it arrived at the *** dealer. They also told me that I would be charged a restocking fee even though the item has not shipped. We have sent them a cancellation request on Monday Dec 27th and December 28th and made multiple calls to try and prevent the order from shipping the gun. The supervisor started that cancelation was not an option after the order goes in. He said that no matter what the reason was for my cancellation request, even though my son used my card and information, they would only recognize the order as if I placed it personally and would hold to their returns and cancellation policy even though my son placed it.
Business response
12/30/2021
Order has been canceled and the customer has been fully refunded their money.Customer response
12/31/2021
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
12/28/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased revolver from Guns.com (order # ******). During my inspection of the firearm at the *** I noticed the action with the hammer was rough. Subsequently, I did not accept the *** transfer which is completely within my right to do. The firearm needs to be returned to Guns.com. I've asked Guns.com to please provide my *** with a return label so the gun can be sent back. Shouldn't be a big deal. The company refuses to answer my emails asking for them to provide the label, and speaking on the phone with customer support was terrible. Not sure how this all going to workout, but I do know I am done purchasing from Guns.com.Business response
12/30/2021
This return has been intitiated and the customer has indicated they are satisfied with the resolution.Customer response
12/30/2021
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
12/27/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Placed an order online. The next day I logged on to check status and no account existed. I called their customer service number with no answer. I sent and mail to customer support and received notification their site was down and would be back up shortly. I waited a few days and still was not able to login into the site to view status. At this point I told them I didn't the item anymore and to cancel the order. Their response was that they would review and contact me shortly. I never received a response and was charged for the item. I never received the item and am out $725.Business response
12/30/2021
Item was at the *** awaiting pickup. Customer has been issued a refund and has indicated they are satisified.Customer response
01/07/2022
I am rejecting this response because:
I have not received the refund. Return arrived at their facility Monday January 3rd. I have sent several emails to get a timeline of when to expect the refund with no response. I will not consider this matter closed until I have been refunded. Tracking number from the FFL 1Z03184W8729466494Customer response
01/18/2022
I am rejecting this response because:
The check sent was not for the agreed amount. They only refunded about 75% of the purchase price, $510. Purchase price was for $700 and I agreed to pay return shipping of $25. My refund should be $700.Business response
01/18/2022
Upon further review, we see that the typical fees were applied in error. I have requested a check for the remaining amount be cut and sent today January 18th. Customer will receive a check for the restocking fees.
Thank you, Guns.com
Initial Complaint
12/22/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Second complaint I'm opening against guns.com my first that was closed because I accepted guns.com response that a service manager would call me. Well that never happened and I've called many times and either they are in meeting or they tell me the manager will call me back which never happens. Original BBB case #********.My guns.com order #******. I would like to be in contact as soon as possible. I prefer email which is easiest and I can keep record of what's said. So in review. Guns.com had sent me wrong gun. It has been sent back and they have it. I want the correct gun sent to me at same price I paid for it. It should not be this hard to send me the correct gun or at least keep me updated. The gun is Savage 10/110 High Country 6.5 PRC, price was ******.Business response
08/29/2022
Guns.com cancelled the Credova contract for Brandons order. Included in this Credova contract was a scope worth more than $300 that ******* received for free. In addition to this, on December 23rd 2021, a $100 coupon was provided to apply toward a future purchase as in invitation back for a better experience. ******* called in to our service department on December 21st and asked to speak with a manager. On December 23, the Service Director reached out to ******* to apologize for the issues encountered, informed him of the cancelled Credova contract, and shared the $100 coupon code. This was the last communication guns.com has had with *******. If ******* has any additional questions, or would like further assistance with this, or any other order, our Service Team would be more than happy to help. We can be reached at ************ and are available Monday through Friday, 7:30am to 6pm CST.Initial Complaint
12/13/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I had ordered a Savage Arms 10/110 High Country 6.5 PRC from Guns.com on 11/27/21. On 12/01/21 I was informed item was at my local FFL dealer for pickup. When I arrived I looked over gun. I noticed the had sent wrong one. This Savage Arms was chambered in **** not the 6.5 PRC that I had ordered. I immediately began calling Guns.com and after several attempts I finally got through. He talked to guy at local FFL and arranged item to be sent back. So I continued to email and call Guns.com to check status and have them send me correct gun. Email was useless. They never responded. Phone wasn't much better. Said they would have to cancel my loan I have through Credova and I could then order the gun again. My complaint is I ordered the correct gun to begin with. They sent me the wrong one. This if for my sons Christmas gift and I'm scrambling to get this right. I just want the correct item I ordered sent to me. Also if I did indeed have to order it again it is now $130 higher than what it was when I purchased in November. Purchase price - taxes was ****** now it's ********. I don't think it's fair to have to go through all this trouble and terrible customer service to get the item I ordered correctly. Also I was limited to $1500 on Credova and I had ordered 2 items from Guns.com on it. The aforementioned Savage Arms ****** and a Riton scope. So if they do cancel my Credova I don't know how I would order the right gun again as it possibly puts me over the $1500 limit. Like I've stated I've contacted numerous times by email and never got response. Called and have been given run around with no real solution to my item being wrong. As stated before I just want my correct item received or they eat the cost of scope and cancel entire Credova contact.Business response
12/16/2021
We apologize for the incorrect product being shipped. Our customer service manager will be in touch with you to coordinate getting you the right product at the right price, and handling the coordination with Credova. Hopefully we can get to a good resolution, and we apologize for the error.
Thank you,
Guns.com
Customer response
12/17/2021
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. As long as I get the correct item asap for same exact price I paid before.Customer response
12/28/2021
Would like BBB to contact Guns.com again as they are not contacting me in any form.Business response
12/30/2021
We have fully processed this, cancelling the contract, and issuing a $100 credit as well for the customer.Customer response
12/30/2021
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
12/06/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 11/28/21 I ordered a shotgun from Guns.com completing their **************. I was assigned an order number ******. A short time later a *** label was created and a tracking number assigned. From that point forward I have received no further information. I have repeatedly tried to contact guns.com via there customer service number and have sent a number of email messages via their customer service site. I still have yet to receive any information on the status of my order, nor has anyone contacted me.Business response
12/16/2021
The carrier is currently unabel to locate the package and we are working with them to come to a quick resolution. You spoke with one of our agents today where we communicated this to you. If the package is not located, you will be covered by the Package Protection coverage you purchased. Hopefully this is a satisfactory resolution to your issue, and we apologize for the inconvenience.Initial Complaint
12/02/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I sold them a firearm on Nov 5 2021 and agreed to the offer. They sent me a shipping label and took it *** to ship. I asked the counter person at *** about getting insurance on it. They told I couldnt get insurance and said the company I was sending it to would be responsible is any damage. Guns.com sent me an email on November 9 telling they received the shipment and will get back with me after inspection with in 24 hrs they didnt. I called about 3 days later talked to **** in customer service and asked him what was the hold up. He looked into my account and said it was under review. I then asked for what . He told that forearm was damaged in shipment. So waited a few days called them back and same think. I call 7 more times same story and nobody will get back to on what the status of account is they say it under review . I called today for the 10 time and I am done with these people I want my money for the gun or my gun back fix. All I have been getting is that customer service say they pass on to upper management and nobodys get back with me. I have been dealing with this for going all 6 weeks. Please help I feel this a scam and they took my gun. Thanks *****Business response
12/16/2021
We responded to you in order to resolve this situation on Decmber 2nd and again on December 8th, and you have not responded. Please check your email and let us know if this will resolve your issue.
Thank you,
Guns.com
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Contact Information
Customer Complaints Summary
156 total complaints in the last 3 years.
48 complaints closed in the last 12 months.