ComplaintsforRange USA

• Initial Complaint

  06/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a membership at their facility and received an email that my membership was active. On that day I went into their business in ****** **** and was told that I did not have a membership. I purchased the range time, which would have been free with my membership. When I got home I found that they took money from my account for the membership. I canceled the membership, but was told they would not refund my purchase or my visit.

  Business response

  02/03/2023

  *** ******* made a Membership purchase on 06/11/2022 at 11:44am (Order # ******). He submitted the following ticket the day after his purchase.
  
  We sent him the terms and conditions he agreed to prior to submitting his membership purchase. This is viewable as well on our FAQ page. Membership purchases are non-refundable. *****************************************
  
  We assisted with ensuring his membership was canceled for the following month and we stated he was able to use our facilities through 07/10/2022.
  
  He then stated he couldn’t use the membership because it wasn’t existing in the store. In the purchase confirmation email they receive it does state to bring your membership purchase receipt in on your first visit so that we can finalize the setup after verifying their identification.
  
  We also gave him additional written confirmation to provide to the attendant on his next visit if he was unable to locate his purchase receipts. It’s often sent to spam and junk folders until they add our email to their contact list however membership receipts can also be found when the customer logs into their membership account.
  
  Unfortunately, his complaint cannot be resolved as memberships are non-refundable. We were in constant communication and all his questions were answered. He was able to utilize his membership along with their benefits until 07/10/2022.
  

  
  

• Initial Complaint

  06/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a gift card at Range USA in Villa Park Illinois, formally known as Shoot Point Blank in the amount of $850 to buy an item online since it was not in stock in store. An employee told me that it will work online. I get home and try to finalize the order online and it doesn't go through. I submitted a ticket on the Range USA website and was told I need to wait 24 hours for it to work. I've waited beyond 24 hours to try again and it still does not work and I can not get a refund of $850.00 since it's on a gift card. Employees lied to me, had zero help in figuring out the situation, and zero response from any further tickets submitted online. Range USA has my money and I have a useless gift card. Would not recommend purchasing anything from Range USA

  Business response

  06/09/2022

  Called the customer 6/9/22 at 9:56am and left a message to help him walk through the checkout process. 

  Customer response

  06/09/2022

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

  05/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Spent $85.60 on reloaded ammunition (100 cartridges) that would NOT Fire from my rifle. I spoke to 4 different stores with 4 different managers (***** @ the corporate store in Cincinnati ####-###-####)(****@ the ************ ******* store,where I brought the ammo at).(seeking a full refund)Shoot point blank is now: Range USA.refund was denied. If I would have known I was going to buy ammunition I couldn’t use in my rifle: I never would have brought it, or walked into their store to begin with!!! Now I am expected to take a monetary loss for:ammunition I can’t even use. I fired 1 cartridge,BUT I had to reload it a 2nd time in order for it to fire. I shouldn’t have to do that. It should fire the 1st time.I want a full refund! I still have the receipt and 2 /50 round boxes (100 total)of ammunition (minus 1 cartridge)…And I explained the situation to all 4 stores, and especially to ******Cincinnati & ****/ ************.Greenwood ******* gave me a false phone number to:the ****** **** store. And ****** **** was rude & hung up! I filed a complaint form on their website 9days ago with no response whatsoever! I filed a 2nd one Tuesday May 16,2022,and received a call from *****/corporate/ Cincinnati **** to receive such a disservice,with so many offices/different locations,with such huge disrespect for the customers needs and concerns,for the monies that they pay out for their products!!! I want a full refund for unusable products that:I can’t even use. I will NEVER shop at ANY OF THEIR STORES AGAIN,AND I RECOMMEND THIS TO ANYONE ELSE CONSIDERING SHOPPING AT THEIR STORES.SAVE YOURSELF A LOT OF HEARTACHE,MISERY,AND AGGRAVATION (AND SAVE YOUR MONIES TOO),DON’T SHOP AT RANGE USA(FORMERLY KNOWN AS:SHOOT POINT BLANK).AND FOR THE CONSUMERS SAKE,PLEASE SPREAD “WORD OF MOUTH “ TO OTHER PEOPLE/CONSUMERS OF: THE LACK OF ACCOUNTABILITY AND THE DISSERVICE YOU WILL RECEIVE FROM THIS BUSINESS/THESE PEOPLE AT:RANGE USA !!!

  Business response

  02/03/2023

  BBB – Range USA
  
  CID: ******** (****** ******):
  
  ****** submitted ticket # ****** on 05/08/2022 at 5:38pm.
  
  
  
  Unfortunately, in our terms and conditions and on our FAQ page, it states “All Firearms and Ammo
  purchases are final prior to leaving the store”. He was sent the following response at 5:41pm on
  05/08/2022.
  
  
  
  That response was forwarded to the customers spam/junk folder (something we cannot control) and
  submitted ticket # ******.
  
  
  
  BBB – Range USA
  
  On 05/16/2022 at 3:55pm, we called and spoke to the gentleman to let him know to check his
  spam/junk folder for our response on 05/08/2022 at 5:41pm.
  
  
  
  Unfortunately, this situation cannot be resolved as it is the responsibility of the owner to look over their
  purchase prior to accepting. We did recommend reaching out to the ammo manufacturer to see if they
  would be willing to assist incase it was a manufacturing defect. At that time, we were not sure what the
  manufacturer would be willing to do.

  Customer response

  02/03/2023

  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.
  The company received currency for a product (ammunition) expected to be suitable/ useful projectiles, fireable from my rifles for target practice. Being reloads (used shell/ ammunition casings remanufactured/reloaded) all they did was misfire, jam up in my rifle. I paid for a product to be useful, not useless. The company would not give me a refund for their defective equipment/product….but when they sell you a rifle, they expect currency/payment immediately,on the spot.I expect the same courtesy upon purchasing their “faulty” ammunition. Now I have faulty ammunition that I paid my hard earned money, that’s totally useless to me/unusable. Not a very good way to run a business. Totally inexcusable.
  Regards,
  
  ****** ****** 
  

• Initial Complaint

  01/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a $75.00 range pass (order #*****) and was rebuffed on my second visit. I submitted a notice to the company's website as follows: I purchased a 5-visit Range Pass online and redeemed it from a ****** employee with initials "RW" who appeared to be of a rank higher than the other employees. I noticed that the pass had an expiration date of April 30, 2021. I hesitated and RW assured me that the expiration date is only for store records and I can continue to use it after it expires. He then initialed the back of the pass. I presented the pass to an employee named ******* on 09/16/21 with no problem. I returned to use the range on 11/12/21 and when I presented the pass to an employee named ******, he said the pass was no good. I showed him the receipt from 09/16/21 and how it was keyed in the register, but it made no difference to him. He said I can use the range one more time and that's it. He then confiscated my range pass, which had three unused visits left on it. I told him that's not a hamburger coupon that expires on a certain day and repeated what RW said to me about the pass not expiring. He said RW is no longer working there. I said I paid good money for this pass and what he did was wrong, not to mention the humiliation I felt in front of other customers who saw this happen. I have purchased three handguns at the ****** location since they opened and have enjoyed shooting there until this occurred. Nearly a month has passed since then and it still bothers me. SPB needs to get all employees on the same page and not leave the rules up to whatever bad day they're having. The company's website responded to me on 12/10/21 as follows: Thank you for reaching out to us. These passes were extended until the end of June. We understand your frustration. However we always make these unusable when we start selling the new ones. Live Confidently Customer Experience Coordinator

  Business response

  02/03/2023

  CID: ******** (***** ******):
  
  Customer submitted ticket #: ****** on 12/10/2021 2:48pm. I believe this is the only issue they were
  speaking of as I don’t have any other documents with any other information or concerns.
  
  
  
  We replied to him on 12/10/2021 at 3:04pm.
  
  
  
  This was considered resolved since the pass was redeemed and extended through June of 2022.
  

  
  

*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. ↩