Customer ReviewsforUmarexUSA.com

I sent in my Glock 17, and they only sent me back a magazine. I contacted them and they ignored me, saying they sent it back, when they definitely didn't, as it is over a week late.

We do apologize for the confusion on this replacement issue. One of our Tech's apparently utilized the incorrect item# when generating the replacement order and sent out a magazine instead of gun. I see in our system where a secondary Order was generated on May 13th and according to the FedEx tracking detail the package is Out for Delivery as of 1:30PM today, May 17th.

Best regards,
Service Mgr

I purchased 2 rifles from this company, the "Ruger (Umarex) Airhawk Elite 2" and the "Fusion Gen 2", and both were garbage. Right out of the box, the fusion 2 was incapable of operating according to its manufacturer description and it ended up wasting $50+ CO2 due to its design flaws. The Airhawk is a whole different story... this air rifle exploded in my hands, and if I had not been using sandbags as a shooting rest, it would have maimed my support hand at a minimum, and it could easily have destroyed my eyes or punctured an artery. However, when you have a gas-piston airgun, things can catastrophically fail from time to time. What makes this instance so heinous is the months it took for Umarex to even accept the return and refund my money. It took hours of email writing, weeks of my time researching laws and countless effort trying to calmly come to a solution with the inept customer service rep, camboni farelli. They tried every trick in the book, especially trying to convince me that the third-party I bought their product through was responsible for this and not them, the manufacturer. Do not buy from them.

This company focuses entirely on volume of sales rather than customer service to generate its profits. It clearly doesn't want to be known as a company that sells the best quality materials no matter the price point, it just wants to sell as much as possible as fast as possible and that clearly allows it to put profit over safety and for it to sell products it knows to be defective or sub-standardly manufactured because the few that take the time to demand a refund will be dwarfed by the many that fall for their deceptively low prices and false narratives of quality on their website. I imagine the only reason Umarex doesn't have a worse reputation on the street is because most people see it as a toy manufacturer rather than an airgun company so when a product breaks or fails, they write it off as a wasted hundred-bucks and move on.

Dear Sir,

Please know that ANY defect in material or workmanship will be promptly handled per our stated warranty. We take great pride in turning guns around within 48 hours of arriving at our Repair Facility. Our track record for accomplishing this quick turnaround does average 97% and this applies going back during the past 15 years. If you will please adhere to the steps noted in our warranty then any actual defects will be resolved accordingly.

Your submission to the BBB is in reference to an Airhawk Elite and a Fusion. This contradicts the actual inquiry submitted to our Service/Repair email inquiry group in which you specifically stated having an issue with a Glock BB gun (copied down below). You submitted your name as being "BB", provided no physical address, and no phone number. All such inconsistencies does cause concern. Additionally, i can find no record of any transaction in our system under your name of Sam Iams. No product purchases nor any refund of money exist under this name, this email address, nor from your stated zip code.

Your statement of "the air rifle exploding in my hands" is concerning. I am not aware as to how this could be possible given the design and components involved. I have not seen any catastrophic failure (as you mention) with this model. You are welcome to reach out to the Serivce Mgr and i will make certain that a prepaid label is provided for the return of this specific rifle. Upon arrival then I will personally oversee the evaluation. with our Gunsmith.


Your comment of "It took hours of email writing, weeks of my time researching laws and countless effort trying to calmly come to a solution with the inept customer service" is suspicious. Take your "email writing" comment for example, if you type 40 WPM that equates to 2,400 words per hour. If you typed for "Hours", lets say 5 hours as an example, then you would have submitted 12,000 words to our email Inbox. Not the case here.


Copied and pasted below is the Customers email:

Subject * Service / Repair
What Product Are You Inquiring About (optional)? Glock 17 Gen 4 .177 magazine
Question or Comment *
Hello, I wanted to find out how to go about getting a warranty issue taken care of. I recently purchased the Glock 17 Gen 4 .177 bb gun and recently the magazine stopped working properly. When I put in a new CO2 canister, I get 5-8 shots before the entire magazine depressurizes. I am not entirely sure what the issue is, I have barely owned the gun long, I'm still at less than 1,500 shots with it. I am exclusively using Umarex brand bbs, Umarex brand CO2 and I only use it casually inside my home where the temperature is constant and warm and the elements can't cause it any damage. Also, when I put in new CO2 canisters, I am very slow and deliberate with how I screw it closed. I am very slow to close it and once it pierces, I tighten very carefully just until I hear the hiss stop so I know I'm not putting too much pressure on the tank and puncture needle. I'm pretty let down that I paid as much as I did for this and only got less than 1,500 shots before it malfunctioned. I ordered a 2nd magazine around the same time I purchased the gun and it only just came in, and I don't like the idea that I'm going to have to spend $50 every 1,500 shots for a new magazine. Please let me know how to go forward with the warranty process. Thank you.
Name * B B
Email * [email protected]

Address *
N/A N/A
N/A, N/A N/A
United States



Bottom line is - we have one of the very best Service Departments in the entire airugn industry and we work tirelessly to ensure our customers are taken care of promptly and in a professional manner.

Regards,
Service Mgr

How funny that Umarex will respond in detail to a BBB complaint but they won't reply beyond the bare minimum--if at all--to inquiries from customers and potential customers.

It took me MONTHS to get anywhere with your company and I have ALL the e-mails to prove how long it took and how obstinate Umarex was about taking responsibility for their poor product design.

I follow every single step in warranty instructions because that's my personality type and I know how hard companies try to shirk responsibility.

This complaint about a previous issue I had with your Airhawk Elite and your Fusion--any further or additional issues I have with any of your company or your other products is irrelevant to this issue and it is a direct violation of your privacy policy for you to copy and paste anything I sent to you in private into this public forum. A direct quote from every single Umarex email reads, "This email and any files transmitted with it are confidential and solely for the use of the intended recipient. It may contain information which is covered by professional or other privilege. If you are not the intended recipient, or the person responsible for delivering the email to the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing, or copying of this email is strictly prohibited." So we will just add "violation of explicitly stated privacy contracts" to the lawsuit.

My Umarex Airhawk Elite did, in fact, explode in my hands. I have the pictures of that to prove it, too.

Look how Umarex will take the time to add up how many words should be written in a 5 hour period (by the way, I'm closer to 80 words per minute, so go ahead and double your bizarre math) but they won't take the time to reply to a consumer about how long a product should last or how many rounds it is capable of handling before failure begin to occur... Umarex cannot be bother to reply to consumers regarding specific product questions they have, but they certainly have the time to write a response to a BBB claim in which they personally attack and insult the complainant. Pretty typical for this company.

If you can't see from how Umarex replied to my very real and documented issues with their company and their faulty products that they are not a trustworthy company that cares about the consumer, you're blind. An adult employee of Umarex took the time to write this response that you can see above but they took 2 months (August 10th 2021 - Oct 19th 2021) to address a catastrophic malfunction that could have maimed or killed a consumer.

I will be making a complaint to the Federal Trade Commission specifically about Umarex violating consumer protection and privacy laws.