ComplaintsforRange USA

• Initial Complaint

  05/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This place has removed my review from ****** several times so I'm going through other avenues to ensure people hear about the situation I was put through. I had been in this place several times, never had an issue. I brought my middle eastern friend in the other day and before he could finish filling out the waiver, we were kicked out of the store. I had a membership. They told me they would refund the membership because after this incident I wanted nothing to do with their range. The part that made me realize that this was a case of discrimination is when the manager said "we don't discriminate here" then a couple of moments later followed with "all of our customer service representatives are English speaking Americans born in the usa" when there was absolutely no reason to even say those things. Please don't allow them to remove this comment. People really need to hear about what these people are doing at that store, I hope that a higher up gets wind of this complaint also, the gentlemen at the store gave me no numbers to call about my issue and by time I got home, had canceled my membership so I couldn't file a support ticket on their site.

  Business response

  05/15/2024

  Thank you for bringing this matter to our attention as we take all customer feedback seriously. We want to assure you that your complaint has been forwarded to our internal investigation team for a thorough review. We are dedicated to addressing this issue appropriately.

  Customer response

  05/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Your investigation has not been concluded, once it is, let me know what you decide to respond with and I will reject or approve the response based off of that. 
  
  Regards,
  
  ***** ****
  

  Business response

  05/20/2024

  Hi, *****.

  We have fully refunded your purchase.

  Our internal team is investigating your complaint. They will reach out to you if they believe it is necessary. We will not proceed with any further discussion of this matter via the BBB's platform.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for the range use at 49.95 a month and could cancel any time. Got the first bill and tried to cancel the contract but could not get through there process of there web site, called the range and had them walk me through cancelling the contract they said I don't have a membership showing in there system but they keep pulling the monthly payment after I cancelled the membership, text them and told them to put a stop on my account and they text me back saying they fixed my membership and i can now go to the range, text them back saying i dont want to go to the range I want my membership canceled but they wont contact me back and keep pulling the monthly charge of 49.95. there is no customer service where I can talk to a live person. At this point I am cancelling my credit card because I have no other way of stopping this. Thank you for your help.

  Business response

  03/19/2024

  Hello *** *****,

  
  Thank you for reaching out to us! 

  
  On 10/20/2023 you sent us Ticket ****** stating that you were not told we would be pulling money every month for your membership fees. We did respond to this ticket the same day on 10/20/2023, letting you know that we found two accounts using the same email that we merged for you, and this included our 'how to' instructions regarding canceling or pausing your membership. We never received a follow-up response from you on this ticket.

  
  On 02/04/2023 you sent us Ticket ****** stating that every month for the past 3 months you have been charged $49.99 for the premium membership, that you were unaware you had one until now, and came to cancel it, as well as your account not showing it. You asked for refunds as well. We responded the same day, letting you know that we found yet another account created with your email, and we have merged the information, and to please log in to view your account and membership. You did reply to this one stating you did not want membership, and we once again sent you the instructions on how to cancel or pause your membership. There was no follow-up response after that from you.

  
  We do have information regarding our memberships online, and in our stores at each register and on our televisions. An email was sent to you as well on 09/02/2023 when you purchased the membership with this information including our Terms of Service. In this information, we note that memberships are recurring monthly, they are non-transferable and non-refundable. We note that member accounts will continue to accrue monthly fees until explicitly canceled by the member and that the stores cannot cancel memberships. 

  
  Please look over our terms and conditions to learn more about our policies and procedures.

  
  POLICIES & TERMS OF PURCHASE - ****************
  MEMBERSHIP CANCELLATION POLICIES
  1. All memberships are Non-Transferable & Non-Refundable.
  2. Member’s accounts will continue to accrue monthly membership fees until explicitly canceled by the Member. Member understands that the Store will under no circumstance cancel an account on behalf of the Member and that the Member is responsible for giving appropriate notice to Customer Service.
  3. Month-to-month memberships may be canceled provided a ten (10) day notice prior to next monthly due date to stop a charge from generating.
  4. Range USA reserves the right to cancel the membership of any person for any reason. If such cancellation is made due to violation of Range USA policies, violation of terms of this Agreement, or due to damage rendered by Member or Member’s guests.
  5. Member agrees to pay monthly dues on time, to include notifying Range USA promptly if the credit card information used for automatic payment changes, or to be charged a declined payment fee and/or a late fee per delinquent payment.

  
  We are sorry if you missed this information in the stores, in your emails, or in the tickets submitted and responded by our staff! We do see that you have logged into your account on multiple occasions after receiving our emails regarding cancelation and pausing options. As a courtesy, we have canceled your membership for you. 

  
  Your membership will be valid 30 days from your bill date and you no longer will be charged after that. We do not provide refunds for membership charges made prior to cancelation. If you are requesting refunds for any membership charges, please provide us with a cancelation confirmation email you received before those charges.

  
  Thank you.

  Customer response

  03/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  *********** *****

  I tied to cancel in November I thought and what I was told was the membership was canceled, with the help from the counter person at the range. They did not contact me back about canceling the membership and keeped billing me. This is bad buisness and will tell everyone don't join there range. this place is not truth full about there buisness practices. will not be haapy till they refunded what they took from me.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had ordered an item from the RangeUSA website on February 27th, 2024. Order Number: ******* The item was listed "On Sale" from its original price at $669.99 to the sale price of $360.99. My credit card was charged and the purchase was confirmed to be in process through an email. On February 28th, I received an email that the item has been shipped to the store. On March 1st, I got the e-mail that it had arrived in the store. On March 2nd, I went into the store to pick it up. They said they couldn't find it and another person looked. They were looking at the computer screen for awhile, making faces towards each other like they didn't understand something, then told me the wrong gun was sent and will call me when they talk to the distributor when the right one is sent. I emailed the same day to their customer service who said the same thing. On March 4th, I got an email that the order was cancelled due to "no inventory." When I contacted customer service, they first said that the order was cancelled due to a "distributor discrepancy." When I emailed them back, asking why can't I get the same item, they had emailed me back again saying the item on the website was the wrong item. However, I have a screenshot from when I ordered it, and the item SKU and UPC are the exact same as it is now. Nothing is changed but the price. It shows the "***** ****** 9mm 5in Barrel 9+1(2) w/Thumb Safety" as the description. It shows the "****" as the SKU. It shows the ****** as the model. It shows the "************" as the UPC. It shows the picture of the ******. It shows the original price "669.99" and shows the sale price as "360.99" I believe my item was cancelled due to an advertised price that the business does not want to honor. I have attached all relevant screenshots. With communication and the advertised price

  Business response

  03/05/2024

  Hello, ******.

  There was unfortunately a description error on our website, which was passed down from one of our distributors. The error caused the site to combine two different items, displaying information about both on the same page. We canceled your order due to that description error.

  Whenever you place an online order using Range USA's website, you do agree to our Terms and Conditions as the final step of the online checkout prior to paying for your purchase.
  We have included the pertinent section below. The full terms and conditions can be viewed on our website at ****************

  
  Online Price & Description Errors
  Our online inventory changes every day. Occasionally an item may appear on the site by mistake or the item's description may contain a typographical error. We do not guarantee that titles, descriptions, pictures or prices on our site are error-free. We reserve the right to refuse any order including but not limited to orders for items with errors in the description or price. In the event that we cancel an order we will not charge the customer's credit card or we will refund the money.
  If an item's description contains an error such as incorrect price and a customer makes the order, we will not process the order without first contacting the customer. If the order is mistakenly shipped, we may advise the customer to return the item in an unopened condition and we will refund the customer. By placing an order, the customer agrees that seller will be the final arbiter of discrepancies in the online catalog.
  Ammunition Purchases
  You must be 18 or older to purchase rifle or shotgun ammunition and 21 or older to purchase handgun ammunition. Always make sure to use the correct ammunition for your specific firearms. Check your local laws for any other regulations.

  Customer response

  03/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below

  I do not accept their response because it not my fault as the customer that their website had a posted mistake in price. As I stated in my complaint and as shown in the evidence, the SKU, MODEL, UPC, Item Description, Original Price, and Picture are ALL the same. They are saying it was a mix up between two items, but there is no evidence of that, because everything was the exact same between the time I bought the gun for the sales price and the time they "fixed it."

  As someone who works in sales, I am very disappointed in this mentality that they can just turn away business because of their mistake. It's not good business and not fair to the customer. I have honored mistakes in pricing Everytime in my near 20 years of sales experience, even if it was at a loss. 

  At the end of the day, the price of the item was clearly posted on their website, I checked out and my credit card was charged for that price. I was told my item was ready for pickup and took time out of my day and drove to the location to pick it up, only to be turned down and treated with bad customer service.

  Regards,
  
  ****** *****
  

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to go shooting at the range there. My streamlight fell off my pistol into the range. Far enough where one of the employees could not get it with the broom they had there. They told me to go to the front counter and tell one of the employees so they could take my name and number also the lane I was in. They told me they would get it at the end of the day when they close and clean up. Went back the next day to pick up my light and it was not the one I dropped. It was a cheap no brand light. I told them that it was not the right one and showed a picture of the one I dropped. They told me it was just lost then or another customer could have picked it up. I don’t see how another customer could have picked it up if it was far inside the range where one of the workers could not grab it. This happened in the range USA in ********** ********. I spent 140 on that streamlight for it to just disappear dose not sound right.

  Business response

  02/28/2024

  Hello *** ******,

  We have received your ticket, and as stated in the ticket, we are looking into this matter. Please review your email for our response. Once our investigation is complete, we will reach out to you.

  Thank you!

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Do not purchase their membership, they use an antiquated subscription model that is difficult to cancel. I wanted to pause my membership for a month due to being out of state, went through the hoops and hurdles of navigating and declining their pages of offers for a lower rate and begging you not to cancel weeks ago but apparently it did not go through. Contacted customer service as soon as I saw the pending charge one day after the renewal date, they refused to be any help and told me I was SOL. Customer service just spams you over and over with their outdated TOS membership model that is predatory to consumers

  Business response

  02/16/2024

  Hello *******

  We are sorry that you felt our membership was hard to cancel. You did submit a ticket (number ******) to utilize the 50% off which we did assist you with.  After the 3 months were over it was your responsibility to cancel 10 days prior to the renew date so that you did not get charged again, which is in the terms and conditions that you signed at time of purchase.  On 02/14/2024, which is two days after your charge date you reached out to cancel (ticket number ******).  We do not see any attempt to cancel or pause in your account change log .  Unfortunately , memberships are non refundable , which is also part of the terms and conditions you did sign.  Any questions you can reach out at ###-###-####.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled my membership prior to the renewal date. I reached out to range USA because i was charged after i cancelled it. They said they can’t refund me my membership and that my last log in to their website was when i started my membership which was not accurate. I never wanted my membership to renew after i cancelled it and now they are refusing to refund me my money.

  Business response

  01/29/2024

  Hi, ********

  The last time you were charged was 01/27/2024 8:28:42am. We see that you then canceled later that day at 01/27/2024 4:21:01pm. We do not refund charges which were made prior to cancelation. Your membership will remain valid until 02/27/2024.

  Please look over our terms and conditions to learn more about our policies and procedures.

  
  POLICIES & TERMS OF PURCHASE
  MEMBERSHIP CANCELLATION POLICIES
  All memberships are Non-Transferable & Non-Refundable.
  Member’s accounts will continue to accrue monthly membership fees until explicitly canceled by the Member. Member understands that the Store will under no circumstance cancel an account on behalf of the Member and that the Member is responsible for giving appropriate notice to Customer Service.
  Month-to-month memberships may be canceled provided a ten (10) day notice prior to next monthly due date to stop a charge from generating.
  Range USA reserves the right to cancel the membership of any person for any reason. If such cancellation is made due to violation of Range USA policies, violation of terms of this Agreement, or due to damage rendered by Member or Member’s guests.
  Member agrees to pay monthly dues on time, to include notifying Range USA promptly if the credit card information used for automatic payment changes, or to be charged a declined payment fee and/or a late fee per delinquent payment.

• Initial Complaint

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid and signed up for the Conceal and Carry class in Mokena, Illinois for $200.00 for today, January 27th, 2024. I also realize I signed a waiver that I would have to cancel two days prior to the class to be able to re-schedule the class for no fee, but I tested positive for COVID yesterday at approximately 4:15 p.m. and tried to reach out to the facility without success. There isn't a Corporate number that I could find to contact, and I sent a message right away. I was finally able to reach out to someone today about having COVID and asked if they could make an exception because I couldn't predict or arrange COVID for two days prior to the class, at which time I was told NO. I have medication I was prescribed for COVID and a bad cough, and had I known I wouldn't be accommodated for this situation I would have put a mask on and went to the Conceal and Carry Class with COVID. I am sure going to the class and putting others at risk wouldn't be ideal and the right thing to do, but $200.00 is a lot of money to lose for something I couldn't control. I would hope that this Business would be kind enough to re-consider and understand this isn't a situation of "just not wanting to attend today." I will re-schedule the class and pay the other $200.00 but a refund for today's class would be more than appreciated.

  Business response

  01/28/2024

  Hi, ********

  We are uncertain about your request. It looks like you already rescheduled the class in question to Sat, Mar 16, 2024 8:00 am. Are you wanting to reschedule it again?

  Business response

  01/29/2024

  Hello 

  My name is ***** with the Support Center .  I have tried to call you for a reschedule.  Please give me a call at *************  We apologize that you were denied the reschedule due to being ill.  

  Customer response

  01/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/28/21 three spots in conceal carry class were purchased with a **** credit card for $597.00 (order number ******). The class was for Mom, Dad, and Son and was to be held on 01/15/22. On 01/09/22 (customer service ticket ******) we canceled class because Mom and Dad contracted COVID at a family member’s funeral and Son was exposed. This cancelation was five (5) full days before class was to be held. Credit for the cancelation was made not to the **** card from the original purchase but in the form of a non-refundable gift card. On 03/05/22 three spots in conceal carry class were purchased using the gift card refund that was provided for $597.00 (order number ******). The class was again for Mom, Dad, and Son and was to be held on 04/09/22. On 04/04/22 (customer service ticket ******) we canceled class because unfortunately in late March Dad received a cancer diagnosis and was occupied scheduling treatment and surgery. This cancelation was four (4) full days before class was to be held. After the second cancelation we never rescheduled. To my knowledge, the class cancelation policy is 48 hours (2 days) prior to the start of the class in order to be eligible for a refund. Ultimately, the plan was to take the class as a family and that was not able to happen. My Dad subsequently passed away, and now taking the class is no longer a priority for my Mom and I. Since late 2022/early 2023 we have simply been requesting a credit to my Mom’s ****, which was the original form of payment (not a credit in the form of a non-refundable gift card), so we can just move on down the road. All of the above has been communicated to customer service many times via e-mail and most recently over the phone where we hoped to find resolution. But instead of doing what they know is right in this situation, we continue to be told how we violated the terms and conditions and are not eligible for a credit card refund.

  Business response

  01/28/2024

  Hi, ****.

  We are familiar with your issue and have spoken to both you and your mother about it multiple times. The purchase in question was already refunded in full to a gift card some time ago. Multiple exceptions to our policies and procedures were already made to provide that refund and accommodate your mother. No further exceptions will be made. We consider this issue resolved.

  Customer response

  01/28/2024

  Better Business Bureau:
  
  The response is unacceptable; however, BBB please close this ticket.  I could not be more disappointed with Range USA corporate customer service as our store experiences were nothing short of excellent.  The fact is that no exceptions were made here.  We did not violate any cancelation policy (both done well in advance of 48 hours as previously stated).  Also, we did not purchase a product (gun, ammunition, accessories, etc.) or gift card that would rightfully warrant a refund in such a way.  I have not requested a penny more than what we paid on our **** for class services that we were unable to take advantage of due to illness and death.  We have since canceled our memberships and have no intention of ever stepping foot into a Range USA store again.  Please enjoy the $597.00 Range USA, you deserve it.  
  
  Regards,
  
  **** *******
  

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They make it impossible to cancel a membership a continue to charge a membership fee. They won’t do it in the store or on the phone. You have to create an account on the website and even then there’s nothing that ever says “cancel membership.” Multiple people on the customer help line said “I don’t know how to cancel.” I tried to create an account and it said, “user already exists.” I tried to reset my password and it set an email with a link that didn’t work. I’ve attached screenshots. I get that message on every device. Still trying to figure it out. Still can’t cancel.

  Business response

  01/24/2024

  Hi, *****.

  We see no previous messages from you in our logs, so it looks like this BBB complaint is your first attempt to reach out to us.

  It also looks like you may have already canceled the membership on your own and already resolved this issue.

  In any case, you have a profile on our website where you can easily cancel this membership. We have reset the password for you.

  username: *******************

  password: **********

  Once you log in, simply hover over your name in the upper right, and then click 'My Membership' on the dropdown menu to see the page where you can cancel your membership.

   

  Customer response

  02/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Filing my BB complaint is not the first time I am contacting them about this issue.  This is a flat out lie on their part.   I spoke to the store in ********* ** several times and they said they were filling a tech support request internally and I never heard back.  I also have tried to cancel using the website more than once and was unsuccessful.  That is why I called the store in the first place.  The only way this issue will be resolved is if they cancel my account and refund my membership fees.  

  Regards,
  
  ***** ******
  

  Business response

  02/05/2024

  Hi, *****.

  We do provide an easy way to cancel online, and in our previous response we verified that you have your login information and that your membership was canceled. We do not provide refunds for payments made prior to cancelation. We did check again for any prior emails, tickets, or messages sent by you to us, and we see none. The terms and conditions for our memberships do clearly state "Member’s accounts will continue to accrue monthly membership fees until explicitly canceled by the Member. Member understands that the Store will under no circumstance cancel an account on behalf of the Member and that the Member is responsible for giving appropriate notice to Customer Service."

   

  Customer response

  02/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  In their response they said "Member’s accounts will continue to accrue monthly membership fees until explicitly canceled by the Member. Member understands that the Store will under no circumstance cancel an account on behalf of the Member and that the Member is responsible for giving appropriate notice to Customer Service."

  I have called to cancel my account, I send a request through a staff member who said he filed a request internally at the ********* store with no reply, I tried unsuccessfully to login to the website to cancel.  I’m not  wasting any more of my time on the website.  They sent me a link to reset my password that didn’t work.  I have filed a request in writing to cancel my account through the better business bureau.  But I guess none of that counts as “appropriate notice.”  So please consider this request to cancel my account since all my other attempts haven’t worked.  And a refund for charges incurred since I started trying.  

  
  Regards,
  
  ***** ******
  

  Business response

  02/08/2024

  Hello 

  We have looked into this and see that the membership was already canceled on the 23rd of January.  Please make sure to check your account for this information. 

  Customer response

  02/13/2024

  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. 
  

  Range USA could have saved everyone a lot of trouble if they would have notified me that they cancelled my account already last month.  Dealing with this company has been a nightmare.  Glad I don’t have to deal with them anymore.  
  
  Regards,
  
  ***** ******

   

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 16, 2024 I went to Range USA's ********* ** location. I purchased 2 boxes of Federal 12ga ******** (25 rounds each) and one box of ******* 7.62x51 M80 Ball (50 rounds). After leaving and getting home I opened the ******* box and realized there were only 45 rounds in the box. I called the location to see if they could fix this issue for me; I was told to call the manufacturer. I left a review on ****** stating my issue. Range USA replied to that review advising me to create a "ticket" for the issue on their website. I did as they advised only to receive the same response from when I called in the form of an email. If the outcome wasn't gonna change why ask me to create the ticket? If I buy a product from anyone I expect it to be complete and if it's not I expect a refund or a replacement. Most vendors would do this for their customers.

  Business response

  01/18/2024

  Hi, ******.

  We can swap the shorted box of ammunition for you at the store any time within the next 30 days. We're sorry for the complications.

  Customer response

  01/18/2024

  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. Thank you for making this right. 
  
  Regards,
  
  ****** *****
  

*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. ↩