Customer ReviewsforRange USA

Dear Better Business Bureau, I am writing to formally complain about my experience at Range USA's Hodgkins location on September 23, 2024. As a premium member since 2021, I have always valued your services, but my recent visit was deeply disappointing. On that evening, I visited the range with my nephew, who was eager to test his first legal firearm. Initially, we were greeted warmly, but the atmosphere quickly changed. After checking in and purchasing gear, I complied with a request to wear shoe covers. However, upon entering the shooting area, I encountered a rude safety associate. When my nephew tried to set up at an adjacent stall, I was confronted about whether I had rented both stalls, despite being assured sharing was acceptable. When I requested to speak with a manager, the response was aggressive and unhelpful. Feeling disrespected, I asked for a refund and decided to leave. The associate refused to return my ID card, leading me to involve the police. Additionally, when I contacted Range USA on November 15, 2024, I learned my account had a note stating "do not service," despite my consistent payments of $49.99. This raises serious concerns about my treatment and the lack of communication regarding my membership. I am disappointed not only by the disrespectful treatment but also by the apparent racial discrimination I felt. I request a thorough investigation into this matter and a response regarding the actions to address my concerns. I hope to continue my membership under improved circumstances. Thank you for your attention. I look forward to your prompt response. Sincerely, ***** ***********

Hi, *****. This matter has been thoroughly reviewed and we determined that you willfully acted in a dangerous and threatening manner while in possession of a firearm in our store. Range USA associates contacted the police, who then removed you from our store. You will no longer be permitted to do business at any Range USA location. Your membership has been canceled and you were refunded your most recent membership payment. Please do not return to Range USA.

Today was the last time I'll visit Range USA in Arlington, Texas. I've been there several times and the quality of customer service is always just adequate to lousy. Too often I've had to wait for the only employee taking payments to attempt to sell a membership to someone. Though other employees are nearby doing nothing, they seldom come over to help. Today I didn't have to wait, but the employee taking payments was rude. I walked up and he didn't acknowledge me, just kept looking at his monitor. I said "I'm going to need . . ." and he cut me off curtly by saying "driver's license" without looking up. I said nothing and walked off. I told another employee as I was leaving what I thought of the place and that I wouldn't be back. He said "I'm sorry." In the future I'll drive a few miles further to a range that doesn't impose a one-hour limit on shooting if people aren't waiting and doesn't hit you with a lousy annual range maintenance fee.

Hello Mr. ********, Thank you for taking the time to reach out to us through our BBB page! Looking through your account, we do not see an attempt to reach out to us directly first regarding your issue. We would have been more than happy to champion on your behalf and reach out to the store management regarding your experience(s) at our Arlington location but were never given the opportunity to do so. One of our primary goals is to show our customers, members or not, a great time at our stores and at our ranges! We would love the opportunity to fix this experience for you. If you could please submit a ticket to us here: ************************************ provide details regarding your experience so we can speak with our management staff and then come to a resolution for you. Thank you for your time and consideration.

I cancelled my membership on May 30th. And he said he was no longer a membeAnd then he said it was no longer a membership. But for 3 months they took $54.11 from me every month Taken until now. So I sent them the captured photos and asked them to return them, but they said that since I didn't answer their questions, my membership wasn't canceled and they couldn't give me my money back. What should I do?

Hello ******, We never made those statements. Please review Ticket ****** sent to us on 05/30/2024, and Ticket ****** sent to us on 08/14/2024. Thank you!

Hello, Seyoon: Logged in as ***************** Non-member My Account / My Membership My Account My Membership You do not currently have a membership with us. Find the right membership for you! Taken from their website on May 30th! And I sent them an email saying I was canceling my membership that very day. I sent them everything by email. But they say they can't give me the money back because it wasn't their approval. Is this something I did wrong? What should I do?

Shorewood, IL. Range USA I purchased a private lesson se for session Friday. It was for my daughter who is leaving for the Army. wanted to get some familiarity to certain types of long guns. Found out on Thursday that she would not be able to make it back in time. Spoke with a rep around 11am on Thursday the same week of the session. We spoke about 15mins about the Friday scheduled appointment. I wanted to reschedule for the next Friday. I was unable to, so I decided i would bring my wife. My daughter ended being free to make it. We went only for them to say hey this appointment was for yesterday, "Thursday". I explained the situation and that I had spoken to a rep on Thursday who didn't mention that the appointment was for that day. Now they said I can not have my money back "$150" and I would have to rescheduled and pay for the new appointment. I think this is unfair. can easily be resolved with a new appointment at no cost or just refund the money back. They are not customers friendly, not good business partners, not a good neighborhood business. I would not recommend their services to anyone. I have spoke with friends and co-worker at other gun shops and gun clubs. they have never heard of anything like this. Easily correctable!! but very shameful.

Hello

We emailed you two days before the class was to take place as a reminder of the date and what to bring.  All of our classes have a reminder email so that if you need to reschedule you may do it before the two day window.  In the terms and conditions agreed to, you have to cancel or reschedule two days prior.   

One of their range safety officers severely overreacted when I made a mistake on their range, at the Mokena, IL location. He yelled and berated me as if I were a child. I tried to resolve the issue with the store, then through their email support address, both of which focused on my mistake. They totally ignored why the range safety officer stood behind the two lanes that I was in, focusing his attention on the three African-American customers. They also ignored the example of the younger range safety officer that I gave them, who actually talked to another customer that made a more dangerous mistake than I made. They just focused on my experience, which they believed I was trying to use as an excuse. I gave them my experience to show them that I was used to professionalism, and that I knew the difference between being corrected versus someone who isn’t professional and doesn’t know how to address people correctly. In our correspondence, they played the role of psychologist too, because they proceeded to tell me how I felt or may have felt. The range safety officer in question had on electronic hearing protection, I had on electronic hearing protection, and so did my friends. When I personally addressed his yelling, he made the excuse that he was hard of hearing. Lastly, none of the correspondence was signed with a name or position within the organization. I’ve been to other Range USA locations, and never had an issue beyond the odd look - the ignorance of racism does exist at gun shops and ranges. The Mokena location has always been a source of my complaints. I don’t recommend that anyone of color give them their hard earned money. They claim that everyone is treated equally, but when I asked to speak to someone with a name, I got ignored. I even suggested sitting down with the range safety officer and management, with my friends, but that was ignored. Range USA does not hold its employees accountable at all!

Hi ******************, I am so sorry you are disappointed with your visit. Please make sure that you and any of your guests follow our Range Rules entirely to avoid the Range Safety Officers from interrupting your time on the range. We have zero tolerance for those who disregard them. I do apologize sincerely if you thought they were doing anything other than keeping you and those around you safe as that is 100% our goal and intentions. To avoid these situations in the future, please be sure to look over our Range Rules. If you do have questions or need further clarification, please do not hesitate to reach out to us as we are happy to help but only within our policies and procedures. We will be treating all visitors to the same standard and will enforce everyone, no matter their skills to follow the Range Rules. I do apologize sincerely for any confusion and frustration. ***************************************************************

Another prime example of blaming the customer for your employee overreacting, avoiding the issue of terrible customer service, and not addressing the root cause, which is poor training. Absolutely no accountability as I’ve said. I know the range rules, and as I’ve repeated way too many times, there was no justification for your employee to focus his attention on us to begin with, and there was absolutely no reasonable cause for him to address me in the manner that he did! My guests had nothing to do with it, other than being thoroughly disgusted by what they observed! For the FOURTH time, Range USA is tap dancing around the issue that an employee who yells angrily and very unprofessionally shouldn’t be in a position to address customers as such. Range USA’s only response is look at the rules and a useless apology? Most reputable and respectable businesses would look into all the evidence that was presented, establish exactly who is speaking for the company (I still don’t know how many people or who is responding to my complaints), and come to a reasonable solution. The only answers that I’ve received is read the rules, we have a zero tolerance policy, you’ll be warned, and then you can’t purchase from us, or use our range. Absolutely NONE of the issues from that day have been addressed! Your ******, IL location is poorly managed! It is the only location that I’ve ever had issues with. **********, *********, and ************* IN all have been good experiences. Have I made mistakes at those locations and just never been caught, are those locations not hyper focused on your rules, or is just something wrong at the ******* IL location? Stop blaming me, my guests, and telling me how I may feel or felt, because whoever it is that I’m responding to, you wouldn’t want to be treated like that by anyone. Confusion? How does that even fit into the narrative? Tell me exactly what could I possibly have been confused about? You surely wouldn’t accept the fact that another customer who broke your range rules was talked to in a polite, respectful, and professional manner, while you were yelled at and berated! You also wouldn’t accept being ignored for requesting to speak to someone with a name either! I’ve been more than reasonable with my issues with Range USA. Range USA just keeps dancing in the same circles and expecting me to go away. Lastly, my frustration originates from your utter lack of accountability!

Ill Start off by saying I like range USA. That being said the recent raise in price for the membership and them now making members pay for eye protection is a bit annoying like people are already paying $50-$60 a month I think its fair to say the safety glasses should be included I also think members should get some kind of transfer deal

Hi *****! Unfortunatley, all products must be purchased. We do not give free things away like that, I am so very sorry. Also, you may use your eye glasses (prescription or non-prescription) or you can purchase from us. Those are reusable by the way, so when you purchase them, do not throw them away. Our Elite Members do get free transfers but we will not be give Basic Members or Premium Members that option as our tiers do have different benefits. If you need help upgrading to the Elite membership to receive the one free transfer per month, please reach out to us! We're happy to help when we can!

Me and my wife went to buy her a new firearm for her birthday and because the store employee entered her information wrong and openly admitted that it was their fault stated that they now could not sell her the firearm and this paperwork for the background check was examined by not one not two but three employees what does this say for them as a company. They have lost all of our business

Hello Mr. ********  Thank you for your patience while we looked into the issue! We found that the store submitted a ticket to our compliance department to see if they could have the background check canceled so we can rerun the background for your wife due to the Driver's License ID# being incorrect. They stated that they did inform both you and your wife that we would not be able to release the firearm at the moment due to the information being incorrect. They are working on trying to fix it, and we do apologize for the inconvenience this caused. Thank you.

WARNING!! Range USA does not follow the brady bill. in other words if you want to buy a gun, under Michigan's new law and you have to get a back ground check witch every one has to. The Brady Bill stats that if you are held for more then three day the FFL deailer must run your check again. then if it comes back held again they have to make the sale. But no! Range USA plays there own little game and will not run it again they have that option. Now you have to wait 30 days and they tie your money up for that long. Please! if i were you go elsewhere, take your business i know i will from now on. Range USA you have lost my businees and if i can find a way to make you pay i will. ******* **

You go there and want to just check out the range and they tag on that extra 6.00 bucks for some stupid reason and you end up not wanting to go there again what a scam

Hi, ****. We're sorry you disagree with our policies. We are always looking for ways to improve and may change some things in the future.

Paid for a premium membership, a 5000 racing pistol, thousands of rounds of ammo only to be told I couldnt fire my semi auto too quickly. They constantly try to push you off range and have rude staff members there.

Hello

The range rules do state no rapid firing.  These are stated before you go into the range and also on the range.  We do apologize if you had missed this.

You have rules against rapid fire devices. It says nothing about semi automatic fire. Your rules are not posted anywhere regarding this.This is why your rated a 1.8 out of 5 on the BBB