ComplaintsforFaxon Firearms, LLC

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a threaded barrel on 1/20/24 which what to be used in conjunction with my silencer. It jammed from the start even without the silencer, so I bought the compensator (2/11/24), not realizing it didn’t have a place to attach the suppressor. I’ve submitted 3 Customer Service requests with no response from which I have evidence of and can provide the confirmation emails from their system

  Business response

  07/17/2024

  Hello,

  We attempted to respond to *** ******* emails with our responses (screenshots attached) both being sent within 24 hours of his attempts to contact us.  We also attempted to call the phone number *** ***** provided but could not reach him.  

  We would very much like to help *** ***** with his concerns, however, it does not appear he has received any of our attempts to communicate.  We do need a bit more information from *** ***** to process either a return or replacement of the product. 

  Regards,

  Martin W*****

  Product Support Specialist and Specialty Sales Associate

  Faxon Firearms

• Initial Complaint

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a *** ****** and decided I didn’t want it so I sent it back certified for a refund. I know they received it. It cost 170.00 plus tax. It’s been a month. I’ve emailed and tried to call with only one response. They told me they received it and I would get my refund. I never did, I’ve tried emails again with no results. I know it’s only 170 dollars but it’s just not right. Please help me

  Business response

  11/30/2023

  Hello,

  We communicated to *** **** that we would refund his money to the method that was used to make the purchase, his credit card. It looks as though he had closed the account. The bank should send him a check refund according to our merchant service providers advice.

  Thank you,

  Britt Faxon

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last Friday and Saturday (8/4/23, 8/5/23) I attempted to order a $250 barrel from Faxon. I tried a total of seven times and their website said that every order attempt failed because my billing address could not be verified. I have just moved to a new house. I ended up buying the barrel somewhere else. Saturday afternoon Faxon charged me for every failed order attempt, for a total of $1750. I cannot afford an unexpected $1750 charge and Faxon is unresponsive about it. I emailed them on 8/5, called and left a voicemail on 8/7, and emailed again today on 8/8. If the orders failed, why did they charge me? There wasn’t even an order confirmation email. I’d like Faxon to immediately refund those seven charges.

  Business response

  11/30/2023

  Hello,

  We never charged ***** ****** credit card, so there was nothing to refund. We sent him multiple emails attempting to explain this to him. His address didn't match his card, so our site wouldn't allow his purchase.

  Thank you,

  Britt Faxon

• Initial Complaint

  10/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On September 25th 2022 I placed an order for an *** * *** * inch threaded barrel for $222.25 Order number 114569. I received the item a few days later and it doesn't seat properly in my firearm. I immediately reached out for a return and refund as it is either a manufacture defect or labeled wrong. A week went by with no reply by Faxon. I reached out again this time via phone and email. They don't answer your calls and it tells you to leave a message and email them which I did both. I have called several more times, email and contact form and cannot get them to reply. As I did more research this seems to be the norm for them now and they have let customer service go to the way side. I'm truly disappointed with Faxon Firearms and with the date rapidly approaching for my return, I was left no other choice but to file a complaint with the BBB so others don't make the same mistake. I expect a full refund and a paid return shipping label for this item

  Business response

  10/19/2022

  We need this part returned to us prior to sending a refund. We have sent the below email.

  Hi ****,
  
  
  Thank you for taking the time to contact us and our apologies for the delay!  We are catching up as I'm currently training up a new CS rep.
  
  
  Is the shipping address from your order the best one to use?  If so, I'll get a return label over right away.  
  
  
  Regards,
  
  Tell us why here...

  Customer response

  11/21/2022

  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. 

  11/21/2022 - Per phone call with Mr. ********:  It took some time however, the business did issue my refund.  Please close as resolved at this time.  
  
  Regards,
  
  **** ********
  

• Initial Complaint

  07/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order (purchased their 20" 5.56 gunner profile barrel, Order *******) with Faxon firearms on June 5th 2022. The package said it was delivered June 10th and even got a UPS confirmation (tracking # 1***************67) email but I never actually recieved the package, which leads me to believe it was misplaced or stolen in transit. I've tried reaching out to Faxons customer service department multiple times by phone since then and even filed a complaint ticket on their website June 11th, 16th, and 21st and have yet to get any response from them. Extremely dissatisfied with their customer service. I called UPS in regards to the matter and they said they were waiting to hear back from Faxon. I decided to give the subject some time in hopes that they would eventually reach out but they haven't. I would just like some help with the matter and my money back for the product I paid for, but never recieved. Thank you.

  Business response

  08/22/2022

  Here is the response Faxon Firearms sent to him (7/20/2022):
  
  
  Hi ******,
  
  Our sincerest apologies for the delay in response!  Until just recently I was the only CS rep so we are still catching up on a lot of emails.
  
  
  I am sending out a new barrel to you with an expedited "signature required" label.  Let me know if you have any questions or concerns!

• Initial Complaint

  07/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have placed an online order in 2 occasions in recent months - 1 in May, and 1 in July. I have yet to receive either order to this date. Order #****** was placed on May 19th, 2022. Order #****** was placed on July 2nd, 2022. Multiple attempts at contacting Faxon Firearms, LLC has gone unanswered - email, web portal, ******** messenger.

  Business response

  08/22/2022

  Here is the text from Faxon Firearms initial response to *** (712/2022):
  
  
  Hi ***,
  
  
  Our greatest apologies for the delay!  Until just recently, I was the only CS rep so it is taking me some time to catch up to all of the inquiries we receive.
  
  
  I did dig into your orders and found the issue with Order ****** appears to be some kind of internal delay with *****.  The tracking system on our website unfortunately read it as a USPS number so it did not link correctly, but here is the page that ***** lists for the tracking number: ****************************************************************************************
  
  
  It appears ***** is holding this package at the listed location rather than delivering it.  Let me know how you would like to proceed on this one, but I can issue a replacement if they have already sent it back or will not release it.
  
  
  For order ******, this also appears to be an issue with UPS, but there is no indication of why they have not delivered the order yet.  Considering the length of time, I would rather just send a replacement for this order rather than wait for UPS to decide to find it/write it off.   I can send the replacement on a 2-day label with signature required (so we can make sure they actually deliver it).  If that works for you, I will place the order right away.
  
  
  Regards,

  Customer response

  08/23/2022

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

• Initial Complaint

  07/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I mistakenly purchased the incorrect barrel for my ***** * ****** *** subcompact. I requested information on the return process via email and phone with no response. I’d like a refund or the ability to exchange for another suitable barrel. If they can’t provide a subcompact *** barrel, I will gladly take the ***** ** barrel. I’m very disappointed in the lack of response for a product that costs more than $200. This has been a horrible experience thus far for a first time customer, and I’m hoping Faxon makes this right.

  Business response

  07/26/2022

  7.5.22

  Hi *******,
  
  
  Thank you for taking the time to contact us and our apologies for the delay!  Until just last week I was the only CS rep so it is taking me some time to get caught up to all of the inquiries we receive (as well as train up my new colleague).  
  
  
  Unfortunately, no, we do not currently produce a barrel for the Sub-Compact or 3.6" compact *** pistols.  The barrel can be returned and I will waive the normal time limit and restocking fee since the delay was on our end.  The return instructions can be found here: https://faxonfirearms.com/shipping-returns/  All returns should be address:
  
  
  Faxon Firearms
  ATTN: Returns
  4348 Le Saint Ct.
  Fairfield, OH 45014
  
  
  Regards,
  
  
  
  He has since returned the barrel and I have issued his refund.

  Customer response

  07/27/2022

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

• Initial Complaint

  05/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ORDER #****** - I purchased a *** ****** barrel from Faxon Firearms, SKU: ****************** | UPC: ************. Pictures on Faxon website clearly show a mostly blue/green barrel, however, Faxon sent me a pink barrel, nothing even close to the barrel pictured. I have been contacted them via e-mail 3 times since 4-30-22 to return the item and validate I would not be charged for a restocking fee due to errors on their side. They will not answer the phone or return calls and 3 times they sent me the same automated email response, "Due to a high volume of inquiries we are currently delayed in getting responses out. We will respond to you as soon as possible, but it may take upwards of 5 business days currently." No further contact is attempted by Faxon, which is very poor customer service. I would have accepted an exchange for the correct barrel but due to them being quick to take my money and have no customer service, I have zero confidence in the company and feel they do not stand by their products. The only acceptable resolution is a full refund, including original shipping, and not restocking fee. If requested to keep the barrel, I would accept a 50% refund ($75).

  Business response

  06/17/2022

  Hello,

   

  We have reached out to ***** and are waiting for his response. Details:

  Hi *****,
  
  
  My greatest apologies for the delay!  I am currently the only CS rep so it is taking me quite some time to get through all of our inquiries and your original email apparently slipped by me.  
  
  
  The ********* coatings all come out with different colors and patterns.  Each barrel is unique in this regard so none will exactly match the photos on the website.  I can pull a barrel with different colorations for you as a replacement and have it overnighted to you, or I can bring the original back for a full refund. Please let me know how you would like to proceed and I will start the process.  
  
  
  
  
  

  Customer response

  06/17/2022

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

• Initial Complaint

  05/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased and received in March 2022 a barrel and bolt carrier group from Faxon Firearms through a third party, and when beginning the assembly process I tested the components together and found they would not fit together properly. As the product was on a 12 month backorder through the vendor I contacted Faxon via email on March 30th to hopefully remedy the issues I was experiencing. I was informed via automated response that I would be contacted regarding this issue "but it may take upwards of 5 business days currently". I sent another email regarding the lack of response on April 22nd and I called to leave a voice mail on May 6th.

  Business response

  05/20/2022

  Hello,

   

  We will have a response to you by the end of business today, if we haven't already settled this, for the below concern:

   

  Business response

  06/17/2022

  Hello,

  On May20th we responded to ****. We are working to get a replacement barrel to him, but are currently out of stock. This isn't fully resolved as of today, but will be resolved ASAP. Details of our response are below.

   

   

  Hi ****, 
  
  
  My greatest apologies for the delay!  Unfortunately I'm currently the only CS rep so I'm behind on responses and they do occasionally slip by me.  Fortunately, this is fully covered under our warranty and I can get a replacement barrel out to you.  I will also match a bolt to it and send that as well so it is guaranteed to fit and headspace perfectly.  
  
  
  To get that started, I will just need your preferred shipping address and the length and profile of the barrel (or the SKU from the packaging if you still have that).  
  
  

  Customer response

  06/17/2022

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

• Initial Complaint

  05/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  faxon firearms sold me a defective bolt carrier assembly and a defective gas block on the same order. I have been contacted them via e-mail 3 times since 4-1-22, they will not answer the phone or return calls. 3 times they sent me is the same generated message as follows: Dear **********, Thank you for taking the time to contact Faxon Firearms! A ticket has been created for you and our customer service team has been notified! Due to a high volume of inquiries we are currently delayed in getting responses out. We will respond to you as soon as possible, but it may take upwards of 5 business days currently. We appreciate your patience in this regard. Sincerely, Faxon Firearms Customer Service Team Once I recieve these messages no further contact is attempted by Faxon. All I want is the parts that I paid for, but I an unable to get any customer service what so ever. After this amount of time it is becoming very clear they no intentions of correcting this issue. I need your help in getting their attention as I have been unsuccessful in resolving this on my own.

  Customer response

  05/17/2022

  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. 

  Per phone call from the customer:

  Per *****, the parts have been shipped to him on 05/10/22 so he will send back defected parts and the new parts he checked and they are good so he is asking BBB to close the claim at this time.
  
  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. ↩