Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/28/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Formal Complaint Against Hatsan USA – Poor Communication, Unprofessionalism, and Customer Service Failure Dear Better Business Bureau, I am writing to formally file a complaint against Hatsan USA regarding the extremely poor customer service, lack of communication, and unprofessionalism I have experienced. On April5th, I purchased a Hatsan rifle. Unfortunately, the rifle had to be returned for repairs shortly after receiving it. Since returning the product, I have made every reasonable effort to obtain a simple status update regarding my item. Over the course of less than 12 days, I sent approximately 16 emails inquiring about the repair and shipping status. Responses, when received at all, took an unacceptable 3–4 days and were often dismissive or sarcastic in tone. Additionally, I have called Hatsan's customer service line numerous times in an attempt to reach someone directly, but no one has ever answered or returned my calls. As a paying customer, I find this level of disregard highly unprofessional, especially considering the company's reputation. A reputable company should, at the very least, acknowledge and update customers regarding service-related issues in a timely and respectful manner. Hatsan USA has failed to meet even the most basic standards of customer service and communication. I am requesting that the Better Business Bureau formally document this complaint and contact Hatsan USA to address these issues. I also seek a resolution, whether it be the return of my repaired rifle without further delay or a full refund if they are unable to fulfill the repair in a timely and professional manner. Thank you for your time and attention to this matter. I appreciate any assistance the Better Business Bureau can provide to help resolve this issue. Sincerely, ***** ***** ************ ***************** 

  Business Response

  Date: 04/28/2025

  This customer's RMA has been received at our facility and assessed by our technicians. We have been providing the customer with regular updates about this throughout the process. The last few responses by the customer were sent in the span of less than a day and into a weekend (when we are not open and do not provide responses). We do not offer an instant chat feature, and we are not some billion dollar corporation that can guarantee you instant answers for all of your questions. We will respond to requests in the order in which they are received when we are able to do so.

  Even the slightest amount of patience would be appreciated.

  
  

• Initial Complaint

  Date:08/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a refurbished air gun on 6/14 for $739.97. Item was sent via ***** and package arrived in satisfactory condition. Had a trip planned so air gun sat for a few weeks before its first use. Took it out camping and tried it out for the first time and it constantly kept jamming, was wildly inaccurate, and overall was not what satisfied with the product that was supposed to be refurbished to like new condition. I shot it maybe 90x trying to figure it out but could not understand why it wasn’t functioning properly. I sent the air gun back and finally got a response on 8/2 that the gun had been modified and that was the cause of the problems and that it would not be covered by warranty. The gun was sent back to them in the same condition that it was sent to me. No modifications, I am new to this hobby and don’t even know how to modify even if I wanted to. I disagreed with their assessment that it was my fault and not an error on their end. The item was a refurbished item, perhaps during their process they accidentally installed the incorrect barrel. I have heard they have some QC issues which was a concern when I purchased the gun, but to try and pawn it off on me is ridiculous so now I am out $700 and don’t have what I ordered.

  Business Response

  Date: 08/09/2024

  Hi ********
  We apologize that we were unable to come to an amicable resolution before you filed the BBB claim and the dispute with your credit card company. I fully understand your frustration with the situation. This is obviously a very rare situation (swapped barrels), and Kadden was passing along the knowledge and information he had at the time.  We would have been happy to refund you or send a replacement out, but we cannot do that since a dispute has been started. We will accept the dispute & you will receive your money back. You may also keep the accessories if you would like. We appreciate the apology you sent and hope you can accept ours. We hope that you will consider giving us another chance in the future, as we value your business and your opinions.

  
  Please let me know if you have any questions or concerns, or if there is anything else I can do for you.
  

  Sincerely,
  ****** *****
  Special Projects Manager
  HatsanUSA, Inc.

• Initial Complaint

  Date:07/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Hatsan USA about a defective product back in early July, to which they responded with an RMA number and instructions on where to ship my product for repair. I had to ship the item at my own expense but was assured in the initial contact with the company that the item would be repaired and returned quickly. I waited until 3 days after I had received confirmation from the shipper that my item had been delivered and signed for, before trying to contact Hatsan for an update. It has been more than a week and I have yet to receive any response from Hatsan despite several phone calls, voicemails, emails, and resubmitting the customer service form on their website. They do not respond to voicemails, or emails, once they've received a product for repair. I purchased the item in question from a third party, but all instructions regarding warranty repairs state that the manufacturer should be contacted directly. I originally purchased this item in April of 2023, but had to return it to the seller (not Hatsan) since it was defective out of the box. The seller sent me a replacement immediately, but I had to return the replacement also. I actually took time off work and drove to the seller (more than 200 miles away) and was given a replacement. The item that I returned, which was signed for upon delivery at the factory on July 12th, had the same defect that was apparent in the first two models that I purchased/exchanged. ** realize that sometimes, it takes time to effect repairs or provide replacements, but what doesn't take more than a few minutes, is responding to customers with inquiries about their returns, whether by email or phone... that doesn't take any time at all. I've called more than 8 times, emailed two or three times, and submitted the customer service forms on their website multiple times, and have received nothing in response.

  Business Response

  Date: 07/19/2024

  This customer's RMA was received at our facility on July 12. It is currently in line to be assessed by our technicians. 

  HatsanUSA does not have an instant chat feature. We do not immediately respond to all questions and requests. Requests are responded to in the order in which they are received. A small amount of patience would go a long way.
  

  Customer Answer

  Date: 07/23/2024

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/17/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a new model 87 vortex from them 04/09/23 received it 04/12/23 and its defective iv called and emailed the company and had one reply asking if it cocked the same nothing about a return or anything and thats all i want either fix it replace it or refund me (honestly after the poor service id rather take my business elsewhere)

  Business Response

  Date: 04/18/2023

  A return authorization for this customer was already provided to them on April 14. We have been in contact with the customer since April 13 when they made the original complaint. The RMA number for this return is ************. We have also attached a copy of the prepaid return shipping label which was previously sent to the customer. If we find that a replacement or exchange is necessary for this service, we will do so. However, such exchanges are not guaranteed. We will repair or replace the item as needed. For more information on the warranty for this item, please see the following ***** **************************************
  

  It is quite unfortunate that some people feel it necessary to file complaints like this despite a company's clear efforts to resolve the issue amicably and in a completely reasonable time-frame (24 hours and 4 minutes from the time of the original complaint).
  

  Customer Answer

  Date: 04/18/2023

  I did finally get a reply but found no way to cancel the complaint against the company.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  No response from Hatsan for warranty work Filled out claims form 2 weeks ago and got no response Called 12-15 times cannot get any one on the phone Left 2 voice messages with no response Bought Hatsan escort on 9/3/22 with a 5 year warranty This item has never worked correctly from day one Would never recommend buying this

  Business Response

  Date: 03/29/2023

  We see that this customer completed and submitted our Customer Service Form on March 19. On March 20, we sent a response by email containing information about the issue. However, it looks like that response was sent to an incorrect email address. We have just forwarded that response to the correct email address provided by the customer. We apologize for this delay.

  Customer Answer

  Date: 03/30/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  This product should have had a 5 year warranty 1 year parts and labor and 4 more years just parts    
  only owned this firearm for 6 months   
  I was sent an email on how to repair myself       
  I have tried this before and I tried it again so this is not the problem     
  
  

  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/10/2023

  A return authorization was sent to the customer's email address (**************************) on March 30. The RMA number for this is *************. We are currently waiting for the firearm to be returned to our facility so that our technicians can diagnose and assess the issue. Once that has been done, we can provide the customer with more information. 

• Initial Complaint

  Date:02/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I purchased a brand new youth model 20 gauge for my son for Christmas and every shot the gun hangs up will not eject the shell. So I finally get in touch with the manufacturer I sent the gun back to them for repair. They have had the firearm for over a month and I’ve emailed at least 6 times and I’ve gotten in return 1 email stating that it’s in line for assessment. Have not gotten nothing in return on the status of my gun. You call the phone # for the business and get a recording. I’ve left numerous messages, no return call. It’s impossible to reach this company by email or phone.

  Business Response

  Date: 02/22/2023

  This customer contacted us about an issue they were experiencing with their firearm. We reached out to them to assist with the issue, and we ended up providing them with a return authorization number, return instructions, and a prepaid return shipping label so that our technicians could work on it. After the RMA was received at our facility, the customer contacted us to inquire about its status. We informed the customer that the RMA was in line for assessment and that we would provide them with an update once we knew more. Since we did not know more until the RMA was assessed, we could not provide them with an update. We understand that customers can be frustrated while waiting for information, but service RMA requests are handled in the order in which they are received. This RMA was not processed until earlier today. The service technicians completed the repairs for this RMA, and the item was shipped back out to the customer. We have also informed the customer of this by email.

• Initial Complaint

  Date:01/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased HATSAN ESCORT 20 gauge youth shot gun from local gun store on Dec 2018. Gun is currently still under warranty. Back in 2019 the fore end cracked in half and a replacement was sent and installed. The fore end on these guns seems to be made from poor quality wood and over time seem to start cracking from the recoil. On 13 Dec 2022 an email was sent indicating that the factor choke tube had come apart in the barrel, damaging the threads on the inside of the barrel and the fore end once again cracked in half. I requested since gun was still under warranty that replacement parts be sent. The company customer service responded accusing me of misuse and neglect, without seeing any photos of the parts. They also said that if this was a warranty request that the gun would need to be shipped to them, i agreed and ask for shipping instructions and labels, none where sent! I sent out another email on 13 Dec 22 with photos of the damage which you can clearly see that the gun had not been abused and what loads where being shot through the shot gun. No response from the company at all. Another email was sent to customer service on 26 Dec 22 asking if they have received the photos and reply to their actuations. Again, no response was received from Hatsan customer service. Request barrel, choke tube and new fore end be sent to residence.

  Business Response

  Date: 01/27/2023

  We apologize for the delay. It looks like we lost track of the original request. We have just sent the RMA number and return instructions by email for your shotgun.

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased 3 products with warranty. I need repairs made and I have called them, let voice messages and requested assistance via email on 4 separate occasions. Over a period of 4 months, nobody from the company has responded to email or voice. Please advise. Thanks

  Business Response

  Date: 01/12/2023

  We are sorry to hear that you are having issues with your Hatsan items. Service and inquiry requests are currently handled by email and through submissions of the contact forms on our website. We do not show that any such forms have been submitted with your name and/or email address. Please note that we were having some issues with the forms in November and early December.

  We will be sending you an email directly from [email protected] shortly to request more information about your products and the issues you are experiencing so that we can better assist you.
  

• Initial Complaint

  Date:10/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Hatsan Spark air compressor from Cabellas on 8/25/22. The compressor arrived and worked fine to fill my tank 5 or 6 times, then stopped compressing (the motor still runs, but does not compress air). I only use this compressor about once per week, so it worked for about 5 weeks before failing. This is supposed to have a 1 year manufacturer warranty, but I have not been able to contact Hatsan USA. I have filled out their warranty form and submitted it to their website several times. I have also left very many voice messages on with their customer service and warranty departments, but they have failed to contact me. At this point I am unable to use this product that I paid $450 for, and think this company is ignoring my request for warranty.

  Business Response

  Date: 10/24/2022

  We apologize for the delay in response. It looks like we missed the customer's contact form submissions from earlier this month as we were having some site issues that have since been remedied. We see that the customer submitted our Customer Service Form twice in October, and we will be sending them a response shortly with return information and instructions included.

• Initial Complaint

  Date:10/13/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  What this company has is a failure to communicate with their customers that pay good money for a poor product and even worse customer service. I purchased a Hatsan Blitz.22 cal. On 3/25/21. The warranty was one year. Three months after the warranty expired the rifle would not fire after only putting approx. 700 rnds through it. I filled out the repair form, I received an e- mail instructing me to send the rifle to Hatsan USA in Az. I sent it on 9/21/22, they received it on 9/23/22. I didn't hear anything from Hatsan until 10/10/22 after I sent an e-mail to them asking them what's happening with my rifle, they responded that the sent me an e-mail claiming that they filled out an invoice for repair that I never got. I called Hatsan on two separate occasions 10/11/22 and 10/12/22. I filled the repair form again, and filled out a contact form with no response from them. I want my rifle repaired and sent back to me in full working condition in a reasonable amount of time. So far Hatsan USA has not been reasonable nor do they respond to paying customers.

  Business Response

  Date: 10/14/2022

  We are sorry that you are having such an experience with your airgun and with our customer service. It looks like a member of our team sent you a response earlier this morning to request your phone number so that we can call you and complete the order by phone.

  Customer Answer

  Date: 10/17/2022

  
  Complaint: ********
  
  I am rejecting this response because: I gave the company my phone number again. They still have not responded.
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 10/18/2022

  We have tried reaching out to the customer one more time by phone, and we left a detailed voicemail about the current situation. The customer called us back earlier today, and the order has been completed.