ComplaintsforRange USA

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First, if you live in ** I highly suggest you ignore the elite membership, especially if you think you are going to purchase a gun on ********* and have it shipped to Range USA for your free monthly transfer. Range USA removed themselves from ********* for IL after the laws changed. So I paid $70 for an elite membership that I cannot take advantage of my free gun transfer. When I complained about this, Range USA told me to reach out to *********, did not tell me that they removed themselves from IL. Then, I went in to pick up an order for a couple of firearms I purchased from them along with some ammo, and one of the guns I ordered I was told they could ont sell me becaause it has a threaded barell attachment. Keep in mind that the photo on line does not show a threaded barrell and their website did not say not for sale in IL like all the other illegal guns in **. Because I had fianced this order, I was not able to tke any of the merchandise that I had ordered. No help in figuring out which gun I needed, no help in getting sale price that had expired or things that were no longer available. So I naturally complained about all of this. All through email, no swearing. I went on the website and found the correct gun for **, added even more $ to my order, and sent that in. I got an email saying it was being processed and then being shipped. Then 2 days later I get an email saying my order was cacelled with no reasoning whatsoever. I go on line and log in and see that now it says I am no longer a member. No refunds for my membership have come, so I emailed again to find out what is giong on. They responded with because of my complaining through email earlier this week they have cancelled my order, cancelled my membership, and put me on their list of people that is blackbooked from all of their locations. They banned me from spending money, cancelled my $2500+ order, and banned me form all facilities because I complained about their customer service.

  Business response

  12/20/2023

  Hello *****

  We are sorry you feel this way however, you were denied due to the harassment of corporate employees that were trying to help you.  As for *********, we do not own them or their website and suggested you reach out to them for better instructions.  You were asked nicely to calm down so that we could help you and you refused to .  Below is an example of one of the emails sent to us. 

  Posted by ***** ******* ****** on 12/19/2023 11:48am
  Wow, so you guys screw up and now I am not allowed to use your facilities.
  I never made any issues in a store or anything, never cussed at anyone,
  nothing. Wow. I was trying to spend money with your company, even become
  an employee. You guys are a joke. I will make sure as many people as I
  can possibly tell hear about all of this. My mission now is to destroy
  range usa's reputation. Worst customer service ever. I will spread the
  word throughout the 65,000 employees with ***** **** that Range USA treats
  their customers like crap. Dont think I can? Wait and see.
  

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went in on 11/04/2023 to discuss a private gun lesson, I spoke with Jake the instructor, and he scheduled me an appointment for 11/27/2023, he never mentioned a refund policy or missed class protocol. I then paid for range time that day and went in by myself, I was advised the person inside could assist but he's not an instructor. I stayed about an hour and left. I misplaced my receipt so I called in on 11/27/2023 at about 12:32 pm and asked if they could confirm the time of my appointment which is scheduled for the next day. I was told they don't have access to the schedule but to call back "later" when Jake comes in he would have access to see the schedule. I then called back about 6:30pm-6:45pm as I got off work at 5:30 pm. I spoke with Jake advised I had called earlier trying to get my time for tomorrow. He said your appointment was for today. Now I paid for a 2-hour lesson. I asked if I could reschedule he said to go online and create a ticket and they are pretty good about reschedules. (Had I known it would result in this I could have gone in late of course but at least got an hour) But I followed Jake's instructions and was advised the next day that they don't reschedule missed appointments. The response to the email said they only reschedule if it's within 2 days of the appointment. Now I called on Tuesday to speak to the store manager Shawn, he said he would reach out to them because they have taken the option of the store rescheduling. He acted as if he was understanding and said no one has money to just give away now days. I agreed! I called several times after that and even spoke with the assistant manager and was told he would reach out to Shawn because it was the weekend and get back to me by Monday. Well, I didn't hear back again, I then called to speak to Shawn but he wasn't in so I spoke with the assistant manager again to advise I found my receipt and there's nothing stated about no refund. He said he would leave a message for Shawn and still didnt hear back. I called today and Shawn's whole demeanor changed. He said they won't refund your money saying an email was sent saying there are no refunds. I told him I never received that email and if you dont mind sending that to me because I would be contacting an attorney. He said that makes no sense when you would have to pay more for an attorney you dont need the $133 after all. I said are you serious right now? He said yes when you people start talking about an attorney if sounds ridiculous because you're not ( making a mockery of me). I said its funny how your whole attitude changed since our first phone call. He said because I cant help you, its the instruction department if they dont want to help I sure can't. And you knew when your appointment was because everybody knows when their appointments are. I said apparently I didnt which is why I called and if I wouldvebeen told I wouldnt come in dont you think.

  Business response

  12/19/2023

  Hi, ******.

  As explained in our Reschedule/Cancelation policy, customers are permitted ONE class/lesson reschedule per order as long as the reschedule is made at least 2 days in advance of the ORIGINAL class/lesson date on the order.

  We do see that you did not contact us until that time had already passed.

  Customer response

  12/19/2023

  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,
  
  ****** ********

  As I previous said and it was noted I called in on Nov 27 about 12:32pm asking what time was my appointment on what I thought was Nov 28. I was advised they could not see the schedule and to call back "later when Jake comes in". I was never given an exact time just told "later". So I called after I got off work which was about 6:45ish. I talked to Jake who then told me my appointment was scheduled today. When I asked about rescheduling his exact words were "you need to go online and create a ticket, they are pretty good about rescheduling". So nothing indicated urgency or I would've just come into my appointment late because it was for 2 hours. I could've gotten at leat an hour instead of just loosing my money all together. How do you think thats fair, there was no reminder sent as if they want this to happen so they can just take people's money.

  I was never informed of a rescheduling/missed policy. And again I called the afternoon of the Nov 27. Like the store manager said they should be able to see the appointment times to assit the customers. Or there needs to be a backup method in place. What business now days are not sending reminder emails or text. Shaddy businesses lke RangeUSA who wants to make a profit off of stealing from their customers.

  Business response

  12/21/2023

  Hi ******,

  You were provided with the receipt that listed the time of the class in-person, and you were also sent an email with the time of the class on 11/04.

  As explained in our Reschedule/Cancelation policy, customers are permitted ONE class/lesson reschedule per order as long as the reschedule is made at least 2 days in advance of the ORIGINAL class/lesson date on the order.  

  Customer response

  12/27/2023

  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,
  
  ****** ********

  As I keep saying I cashed in Nov 27 @ about 12:34pm asking for the time if my appointment which I thought was scheduled for the next day Nov 28. 

  I was advised to call back "later" to speak with Jake because only the instructor can see the schedule. I was very given an exact time to call back.

  I was on my lunch break at the time, so when I got off work and called back to speak with Jake after 6:30 he said my appointment was today.

  I asked about a reschedule he said go online, create a ticket and they are pretty good about rescheduling. Which apparently was a lie.

  How can you just take someone's money when you never bothered sending a reminder email or text? 

  Which I see why.. So you can steal from people. I need my money back! This is just bad business all together, especially when you're trying to hold on to the fact you send an confirmation email but I never received it!

  Business response

  12/29/2023

  Hello

  We do apologize, however, these were in the terms and conditions you agreed to at the time of checkout.  You had the date and time in your account online that was there to view at anytime.  We do not do same day cancellations as we have to pay the instructor for showing up for the full time.  It is up to the customer to cancel within time .

  Customer response

  12/29/2023

  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,
  
  ****** ********

  You keep saying the same thing over and over again. You got $133 of my money and did not provide me a service. I would like to get a refund! Or $133 in store credit. I do not have $133 to just be wasting when I made a conscious effort to check for the date and was not given the information and then was told by your instructor that I can reschedule and it shouldn't be a problem. No one is saying seems to take that into consideration

  Business response

  01/02/2024

  Hi, ******.

  You were presented with the terms of service via email when you made your purchase. The terms of service were included in that email along with the time and date of that class. The time and date of the class were also printed on the receipt you were provided in-person at the time of purchase. Unfortunately, there are costs associated with these types of lessons, and we cannot offer refunds for missed lessons, as it would result in a loss to our company.

  Customer response

  01/02/2024

  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.
  
  Regards,
  
  ****** ********

  If that your stance thenthat's a bold face lie. Clearly the reciept is attatched to this claim. There's absolutely nothing saying anyting about cancellation of a class. Again I did try t call the day of and no one was willing help me because they didnt have access to the schedule. This shows how again you just want to take people's money because you never sent a reminder text or email. And how about the fact that your instructor told me I can reschedule by creating a ticket? Why are you fighting me so hard not to at least give me store credit? You want to just have $133 for absolutely nothing? that makes no sense to me. This is bad business and horrible customer service. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a online purchase with Atlantic Firearms. I contacted Range USA at **** ******* ****** Cv in Memphis Tn to facilitate a FFL transfer request and was told to fill out a online form with all required information regarding my order and weapon make and model which was a Century Arms Mini Draco pistol. I was required to do this by Atlantic Firearms before being able to make the purchase. Range USA sent their license to Atlantic Firearms accepting the transfer. The order was shipped and delivered on December 11th 2023. I received a email from Logan K***** on the same day stating that they would not be able to facilitate my transfer based on information in their system and that they would be returning my purchase to Atlantic Firearms. No explanation of why. I am not prohibited in any way from owning or purchasing firearms. I just recently purchased a pistol from this exact location less than 3 months prior. So this information in their system in my opinion just way of them saying that they don’t want to sell this type of firearm to a woman or based on my address.. a African American woman. Now this restocking fee is 20% and will cause me to lose money because of their discrimination. In fact the same gun is on their website but cost more which is why I bought it from Atlantic Firearms. I believe this action was discriminatory based on the fact that there is nothing im their “system” preventing me from purchasing this particular firearm.

  Business response

  12/13/2023

  Hi, ********

  We refused your transfer due to a straw purchase concern. That concern arose from a previous issue in which you placed an order for a firearm using a credit card in someone else's name. We do monitor our orders for activity of that type, and in accordance with ATF regulation and federal law, we are required not to proceed with any transaction for which there is any indication the firearm will be transferred to any other person than the person filling out form 4473.

  In reference to your refund request: We never charged you anything. We did not charge any "restocking fee" and we do not charge restocking fees for incoming FFL transfers. If ******** Firearms charged you a fee, you should direct any requests for refunds to them.

  Customer response

  12/16/2023

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

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/25/23 I purchased a CCDW class for myself (****** ********) & my daughter, ****** ***** to attend on 11/4/23. Store cancellation policy is you may cancel/reschedule 1 time only, 2 days in advance of the class date. On 11/1, I became ill & went to my doctor. I tested positive for *****. I called the store on the evening on 11/1 & spoke to Stacy & asked to reschedule the class for myself & my daughter due to me having *****. He instructed me to go online & open a help ticket to get the class rescheduled. I opened help ticket #****** on 11/1 requesting a class reschedule for the class on 11/4. I received a response to the help ticket on 11/2 stating I had to log into my account to update the class. The help ticket #****** would not let me response directly to that thread. So, I created a new help ticket #****** on 11/2 summarizing my need to reschedule due to illness & stating I did not create a login when I registered for the CCDW class. So, I needed to know how to reschedule the class another way. I received a response on 11/3, referring to the cancellation policy that I was no longer able to reschedule the class as the 2 day advance deadline for rescheduling had passed. They made no acknowledgement to my previous contact attempts &/or offered further explanation for how to adjust class issues on their website. I called the Florence location on 11/3 & spoke to Kevin where the class was to be held on 11/4. Kevin stated he would look into the situation & return my call. I received a new help ticket response referring to the cancellation policy again. Still their response had no acknowledgement of my previous contact attempts to them &/or how to adjust classes on their website. Since we are unable to attend the class on 11/4 due to illness & ***** protocols, I would like a refund of the $170 class fees paid ($85 each) as services will not be received & the company refused to give sufficient assistance to reschedule.

  Business response

  11/03/2023

  Hello

  Unfortunately, at the time of purchase the terms and conditions were emailed to you.  These at the time of purchase were agreed upon.  You may also visit our FQA on our website at rangeusa.com.  We will provide this link below.

  ****************

  Customer response

  11/03/2023

  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 notified the store on 11/1 which was within the timeframe I was allowed to reschedule. I completed the online help ticket as instructed on 11/1 (see automated response email from website which is dated 11/1 (Wednesday). 

  It is not my fault that when I notified the company that myself and my daughter could not attend the class due to ***** illness that they did not provide proper instructions to actually reschedule the class. I responded timely and attempted to find out how to proceed with rescheduling as the instructions given did not work. They ignored my requests for assistance and just stated I was no longer eligible to reschedule because the timeframe to reschedule had expired. That is not proper customer service.  You don’t ignore people or give them vague answers and then just say sorry we are keeping your money and refuse to reschedule the service they paid for. 

  Business response

  11/03/2023

  Hello ******,
  On 11/01/2023 @ 10:30 PM EST, we received a ticket/email from you (afterhours, we close the office at 7:00 PM EST), regarding the illness. We replied to you the next morning on 11/02/2023 @ 7:55 AM EST giving you step by step instructions with pictures on how to reschedule your class. In the first line of this email, we state that this will only allow you to reschedule if you are within the timeframe. The email also includes our Reschedule/Cancelation Policy at the bottom. This policy can be found in the description for our classes/private lessons, in the Terms and Conditions you accept prior to the purchase, and in the email received once a class/private lesson is purchased.
  The second ticket/email you sent to us on 11/02/2023 @ 10:42 PM EST, you notate that you were not able to reschedule as you were not within the two-day timeframe... this is correct. The third ticket/email that was sent from the store to us regarding another phone call made to them, we stated the same information... it was past the timeframe.
  Your first and second tickets/emails were not submitted until after business hours for our ranges and our main office, which is why we could not respond to you until the next morning. You would have been able to reschedule this class up until Noon on 11/02/2023, as per our policies it does clearly state (only referencing the first line): Reschedule/Cancelation Policy: Customer will be permitted ONE lesson reschedule if the reschedule is made at least 2 days before the ORIGINAL lesson date on the order. Any attempt to reschedule your lesson after Noon on 11/02/2023 would result in the inability to do so per this policy.
  Again, our policies are clearly stated, and you would have had enough time to do so even with the late submission of the ticket/email, but because this was not completed, this is why you were not able to reschedule, and why you are not eligible for a refund.
  Thank you.
  

  Customer response

  11/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I did not find the response to be accurate  However, the corporate office contacted me and issued a refund. So, the situation has been resolved elsewhere   Thanks to the BBB for your assistance with this situation.   
  

   

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

• Initial Complaint

  10/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a firearm online, and the purchase went through. I showed up in store (******* **), driving 20 minutes, waited 20 minutes, filled up the form **** form which went through background check, and then the store informed me that they don't sell firearms to lawful permanent residents , only to US citizens. IL law makes it a violation to refuse service based on immigration status in several contexts. Notwithstanding that point, I was given no documentation at the store that the sale was refused, and the only receipt I was given only showed that I had paid 297.00 , with no indication that the sale was actually refused. I was told that the store cannot refund me any money. And asking to see where their policy is written I was insinuated physical violence, "not a good idea to make trouble, this is a gun shop" (the trouble I was making was asking to see their policy). This policy of no sale to legal permanent residents is only mentioned in tiny fine print. The web-page can easily make it so that a sale is refused unless someone checks a citizenship box, but that is not the case. I guess they want to take your money, and then its on you to make hundreds of calls and emails to get that money back. I want the full amount refunded, and compensated for harassment, discrimination, and wasting my time. The rude borderline racist store manager was Alfonso R. and Chuck H. order #*******

  Business response

  10/25/2023

  Hello, ******.

  Your order was already fully refunded.

  The ATF expressed in some recent communications their future intention to revoke, or attempt to revoke, our license to sell firearms, simply based on our willingness to sell to anyone who is not a U.S. citizen--even though those transactions are fully legal. As a result, we have been forced to choose between discontinuing those transactions, or losing our business. Given those terms, Range USA has chosen to discontinue firearm sales to anyone who is not a U.S. citizen. It is simply too great of a risk to our company. We hope you understand. You are more than welcome to utilize our range and make any purchase except for a firearm.

  We are sorry for any inconvenience this caused you. We hope that circumstances change in the future, so that we are able to revert this policy.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Coming from A Law Enforcement background , and working with multiple police departments... i seen a good deal at Range USA on a ******* ** **** *** ******.. so i purchased it on September 13th 2023... today is october 4th im writing this review ... on october 3rd after over 2 weeks i got the proceed i drove to the store and i was still not allowed to get my gun even after it said "proceed" the salesmen said the computer said "do not serve" even with a proceed... long story short dont buy from this company.... go there use there range and leave.... nothing more nothing less.... horrible expeirence. Amount of money spent was 476.99

  Business response

  10/05/2023

  Hello
  We have been in contact with you multiple times to let you know the firearm is not given to the customer unless the **** is a proceed.  All of the times you were trying to collect the firearm, we expressed to you that the background check was still a delay.   We have then had to deny you service due to the threat of a chargeback and multiple times of coming into the building and verbally assaulting the staff with inappropriate words.  The firearm was refunded 10/04/2023 and will go back onto the card on file. 

• Initial Complaint

  09/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I bought an item in their website, I was between two stores, the price was similar but I decided to buy here because they are close by my job, now the item in the other store is sold out. I had to contact them because the order was in progress for 3 days. I went to the store and they have the item in stock then I received an email saying that my order has been cancelled. I contacted them by email and the customer service gave me an unprofessional answer with no solutions, just the refund (I didn't see the refund in my account yet). False advertisement, I was one week looking for this item, the AD was there during that period that time.

  Business response

  09/21/2023

  Hi, ********.

  We see that there was some confusion around this order. It seems the website allowed you to place an order for an item which was never in stock or available at our store. Your order has been fully refunded. Have a wonderful day.

  Customer response

  09/21/2023

  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 lost the opportunity to buy the same item in another store. They don't care, I was buying in Range USA several times and this is how they resolve an issue.

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

  Customer response

  09/22/2023

  9/25/2023:  Yes, I received the full refund.

   

  Date Sent: 9/21/2023 12:09:57 PM
  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 lost the opportunity to buy the same item in another store. They don't care, I was buying in Range USA several times and this is how they resolve an issue.
  
  
  
  Regards,
  
  ******** *****

• Initial Complaint

  09/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I spoke with representative to inquire about a product, I then placed an order for pickup, when I picked up the item it was not correct sizing! The manager, ****, informed me that I would have to pay a restocking fee for paper targets, I don’t have that information in email confirmation or visibly in store

  Business response

  09/06/2023

  Hi, ********

  When you place an order on Range USA's website, the last step in the checkout is to check the box agreeing to our terms and conditions. The terms and conditions are posted below for you to look at again. There are several references to the 25% restocking fee.
  
  Terms & Conditions
  
  RETURNS AND CANCELLATIONS
  All firearms and ammo purchased online or in-store are not eligible for return
  No returns will be accepted after 30 days or where no receipt is provided
  In-store optic and accessory purchases can be returned if completed within 30 days of receipt and items are in good selling condition. A refund will be applied to the payment method used for purchase.
  Online orders scheduled for pickup in-store do not qualify as an in-store purchase
  It's the store's discretion to accept a returned item or not
  Gift cards and eGift cards are not refundable
  All exchanges are considered a return and will be processed that way. A refund will be provided allowing you to purchase a new order
  ONLINE PURCHASE RETURNS
  Online optic and accessory purchases (home delivery or pickup in-store) can be returned if completed within 30 days of receipt and items are in good selling condition. A 25% restocking fee will be assessed and subtracted from your refund.
  Online purchases that are cancelled or not picked up from a store within 30 days will be assessed a 25% restocking fee. This fee will be subtracted from your refund.
  Online purchases refused during in-store pickup due to damages will not be assessed a restocking fee. Please verify all purchases are not damaged prior to leaving the store.
  CLASS CANCELLATIONS
  Students who fail to show or cancel their class within 48 hours of class start time will not be eligible for a refund. Students can reschedule their missed class for a fee of $25.00 for all traditional in-person classes, and $50.00 for private lessons.
  WEBSITE DISCLAIMER
  All items on this website are subject to change without notice. This includes item availability, one-of-a-kind items, and pricing.
  

  Customer response

  09/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. I had help from a store rep to place the order and informed him what size I needed and it was told to me and I ordered it; it was not the correct size! Nor did the site state it before purchase! Also, still does not neglect the fact the manager was rude and I had to wait in store for what was over 20 minutes! 
  
  Regards,
  
  *******
  

  Business response

  09/06/2023

  Hi ********

  The item you ordered, [***** ***** ** Aim Silhouette Paper Target 12" x 18" 10 Per Pack], plainly states its size both in the item description and the name of the item. The store management has confirmed for us that the item delivered is 12" x 18" as stated in said description. This item is the correct size you ordered. This is also an item we can deliver to you home, and we suggest home delivery to avoid wait times in the store.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed an online order for an instore pick up at their Goodlettsville TN location. Website said that it was in stock. Went to pick up the order and told that I could not pick my order up because it had to be shipped to the store. I needed these items for something that same day and could not wait. I was told to call and cancel my order. Which I did but was hit with a 25% restock charge over something that had not shipped nor had I received. I would understand the charge had this been in store and I changed my mind but this is absurd.

  Business response

  08/19/2023

  Hello *****
  Thank you for your feedback.  However, at the time of purchase you did click that you had read our terms and conditions.  This means you read that returns are 25% restocking fee.  The terms and conditions are in several different areas online and in your confirmation email.  We have tightened our policy as we are having too many orders placed and then canceled. Your order is in the process of being shipped to the store. 

  Business response

  08/22/2023

  Hi, *****

  Upon review, and our phone conversation, we have refunded your restocking fee. We hope to see you again at the range in the future.

  Customer response

  08/22/2023

  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

  08/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On, August 8th, 2023. I visited with the intent of purchasing an AR-Style rifle and pistol ammunition. I noticed the price of ***** *********** ****** rifle for the tagged price of $469.99. I asked an associate and the price was confirmed. I left and thought about it. I then returned set on purchasing the rifle. I was recognized by an associate and then looked at the firearm and decided to purchase it. At the point of sale, there was a discussion that that may not be the right price between the store manager and the associate. One of the associates even doubled down saying it was the right price. One of them then took the tag off the rifle and decided that the price was tagged wrong. They then refused to sell us the firearm at the tagged price. They then attempted to market firearms that were completely different to what I was looking for. I left without purchasing anything. Not only did they refuse the sale at the tagged price and then fix it after, but they refused to give us any recompense except a half-hearted apology. I am disgusted by this display of customer service and I find it unlikely that if this situation ends how it has at this point, both my business and the business of my colleagues will be directed else where. After first attempting to contact their complaint department, I was first offered a simple range pass, which is not what I wanted. The district leader acknowledged their culpability and then offered a 15% discount on a rifle not currently on sale. (It’s worth noting that this was not even close to the discount they originally advertised in store). I felt cheated and now question if any of their prices are in fact correct.

  Business response

  08/11/2023

  Hello *** *******
  Thank you for reaching out to us again!

  
  Per our discussion through our help desk, Ticket #******, as well as our phone conversations, we apologized for the misinformation regarding the sale pricing on the firearm you were looking at. There was a mistake with the Blue Tag event we were running, and we offered you 15% off ANY firearm that is not currently on sale as well as range passes for free range time for you and a guest to apologize for the mistake and compensate for the mistake. 

  
  There was no intention of misleading anyone, humans are fallible, and mistakes happen. The goal was to rectify the mistake for you as well as correct the mistake in our store. We are just not able to sell you that firearm at that price point. We aim to show you accurate product information and pricing. Please note that product pricing and specifications are provided by suppliers or manufacturers and have not been verified. We do our best to audit our products.

  
  Again, we sincerely apologize for any confusion or frustrations this may have caused. We stand by our offer of 15% off ANY firearm that is not currently on sale, as well as some range passes for you and a guest. Should you wish to utilize this offer, it will remain active for 90 days, expiring on 11/09/2023.

  
  Thank you.

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