Complaints

This profile includes complaints for O.F. Mossberg & Sons, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  O.F. Mossberg & Sons, Inc.

  101 Powdered Metal Rd North Haven, CT 06473-3280

• 

  Mossberg Service Center

  1001 Industrial Blvd Eagle Pass, TX 78852-5242

• 

  O.F. Mossberg & Sons, Inc.

  7 Grasso Ave North Haven, CT 06473-3237

• 

  O.F. Mossberg & Sons, Inc.

  PO Box 497 North Haven, CT 06473-0497

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:12/13/2024

  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.

  Bought a gun off of one of mossbergs dealers and it’s not what as advertised. The scope is different and it doesn’t come with the bipod and sleeve. I contacted mossberg and the dealer they both refused to help me. **** *** **** is the dealer. Blatant false advertising and they both refuse to help

  Business Response

  Date: 12/13/2024

  I called the customer this afternoon to go over some information.  Advised I will contact **** *** **** to see if I can gather additional information from them and will follow up through the customer's original correspondence to Mossberg. 

  Customer Answer

  Date: 12/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  They have done nothing to resolve this case 
  Sincerely,
  ****** ********

  Business Response

  Date: 12/18/2024

  Hi ******,

  As I have stated in the e-mail directly to you - Mossberg is contacting ***** *** **** and to please allow time.  To further note, Mossberg is not responsible for the mis-advertisement through ***** *** ****.  You did not purchase this firearm through Mossberg, nor do we have it advertised on our website.  Mossberg is assisting you by working with ***** *** ****.  Have a fantastic day.

  Customer Answer

  Date: 12/26/2024

  They refused to help any with this. They and their dealer did false advertising and refused to correct situation 

• Initial Complaint

  Date:12/05/2024

  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 purchased a Mossberg 590 Shockwave 12-gauge shotgun in late October 2024. After reading the instructions and performing a pre-cleaning, I struggled to reset the trigger assembly during reassembly. Despite reviewing the manual and watching instructional videos, I couldn't resolve the issue and sought help from a friend, who also had no success. I contacted Mossberg's customer service and received a response suggesting I watch assembly videos. After further emails, they advised me to take it to a gunsmith at my expense. I did so, but the gunsmith couldn't fix the trigger housing either. Eventually, Mossberg agreed to cover the repair under warranty, and I sent the gun back for service. On 12/2/2024, frustrated by the lengthy process, I expressed my disappointment over the delay and previously misled advice. I noted that my experience contrasted with my satisfaction from another Mossberg firearm. Their response stated service turnaround is typically 6-8 weeks and implied my issue was unusual. As a dissatisfied customer without recent replies to my emails, I want my gun returned or am willing to pay for local repairs. This experience has been very disappointing.

  Business Response

  Date: 12/05/2024

  Good Morning,

  A prepaid ***** label was sent to ***, ******** ******** ******** on 11/6/24.  They did not ship the firearm until 11/13/24.  The firearm was delivered to our facility 11/18/24 and received into the service department 11/22/24.  Since then, the firearm has been serviced and shipped back.  The e-mail with tracking was sent to ******************** and ***************** on 12/3/24 - currently in transit to ***.  Based on the service notes, this service was not 6-8 weeks, it was 7 business days.  I apologize for your dissatisfaction.  A replacement firearm is not warranted in this case.  Have a great day.

  Customer Answer

  Date: 12/05/2024

  
  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:11/14/2024

  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.

  I bought a Mossberg 950s shotgun. After I got it home I discovered it had a defective barrel. The inside surface of the barrel was pitted and rough. It should never have been sold like this. The company requested I send the barrel back to them. When I did I'm told they can not give me a estimate of when a replacement barrel will be available. It's unreasonable to buy a new product in good faith and not be able to use it for an undetermined time.

  Business Response

  Date: 11/14/2024

  Hi ****,

  Thank you for your inquiry.  We received your Mossberg 590s barrel in the service department 5 days ago - November 9, 2024.  There is a replacement barrel currently on order with our production department to resolve this issue.  The automated quote for turnaround time is 6-8 weeks - some services can take less time depending on what is needed.  Your original barrel has been sent to the QC department for their review.  In reviewing the communication with the Mossberg representative who has been assisting you, I can see he is working diligently to get the service taken care of as quickly as possible.  You will be notified once we receive more information from the service manager.  Have a great day.

• Initial Complaint

  Date:03/25/2024

  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.

  On Saturday March 23rd I purchased a Mossberg *** Autoloading shotgun. The price was $1099. The gun is advertised in their catalog as an 8 shot gun. 7 in the magazine and 1 in the chamber. This is for 2.75 inch length ammunition. The gun will not accept all 2.75 inch ammunition. This gun will only take 6 in the magazine, making it only a 7 shot. The manual that comes with the gun, list several models. A 5, 7, 9, 10, and 13 shot model, but no 8 shot model. The service department was rude. They did offer me the option of sending the gun back. It is brand new never fired. They told me some brands of ammunition will not work in the gun even though they are all 2.75 inches in length. I believe they have misrepresented their product. I asked to speak to a supervisor and was told no. I had limited my decision to 2 brands. I would like an apology and a resolution that makes the gun the advertised 8 shot.

  Business Response

  Date: 03/25/2024

  Hi Jon,

  Thank you for your feedback.  Reviewing this information as well as the owner's manual, on page 13 it is noted that "depending upon shotshell variations, total capacity may be reduced by one shotshell".  All ammunition is manufactured differently.  The firearm is designed to accept ***** **** ammunition - I have provided that link below that goes over the specifications.  As for the 8-shot model not being listed in the owner's manual - that has been brought to the attention of marketing and engineering for their review to revise and update.  Have a great day.

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

  Customer Answer

  Date: 03/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  I have spent $1099 of my hard earned money. I feel that the product was misrepresented. I was excited to make this purchase and I chose Mossberg for their reputation. When I called customer service I was told to take the gun apart and clean it. I was told I was not using the correct ammunition and to try another brand. I was told to send the gun back for service. I was never told I was a valued customer. I was never thanked for buying from Mossberg. I was made to feel that my patronage was not valued. The manual that accompanied the gun did not show the model I purchased. I was told the instructions for disassembly were in the manual. I was told it could be a crimped spring or a defective tube. All along the answer was known to the company. Two customer service representatives were rude to me. I would like the tapes reviewed. I would like to speak to a company representative. 
  
  Sincerely,
  
  *** ***********

  Customer Answer

  Date: 03/27/2024

  Hello, 

  I have tried different ammunition as the company suggested. I have tried: 

  *********, *******, ***, and ****** brand shotshells. Only the *******s allow me 7 in the magazine. They are a trap shooting load, hardly a tactical load. The gun is called the *** Pro Tactical. How much different ammunition do I need to buy and try. This is 25% success rate. This is not good enough. I wanted to add this information.

   

   

• Initial Complaint

  Date:08/09/2023

  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 purchased a pump shotgun new. It never worked out of the box, frequently expelling all the shells from the bottom (******* ****). I test fired it one time, oiled it and put it away. Two weeks later the barrel was rusted. The painted finishes rubbed off just by handling it a couple times. The blueing is not good and gets burnt off the first time it is fired. The gun blueing substitute being used on these is borderline fraud. It provides little or no corrosion protection while cleverly deceiving the purchaser into believing that it does (it appears to be a "cosmetic" blueing though indistinguishable by eye). Sadly, there are other inexpensive coatings (including paint) which would be less deceptive and provide better corrosion resistance. There is plenty of others complaining about this however these are still getting stocked on the shelf (apparently by donation?) . Reading the other complaints, It's clear I'm never getting a cent back from this company since "Mossberg doesn't sell the guns". Well if they don't get paid for them and they can't QC them, perhaps they should stop sending them to stores. I called customer support and I was told they didn't know if there was any warrantee and I should take it to a local gunsmith to see about repairing it. The gunsmith I bought it from said they can't be serviced because Mossberg They did say I could send it back except what they wont say is we're required to pay $50-$100 to ship it to them.

  Business Response

  Date: 08/09/2023

  Good Morning ****,

  I went through our records dating 1/1/2022-today with the telephone number you provided on your complaint as well as the service ticket including the dealer.  There are no calls to our customer service department with your contact number [ending in *****.  I found e-mail correspondence that started 20 hours ago and our customer service representative responded to your initial e-mail within 10 minutes.  If you called from a different telephone, please advise so I can pull any record.  During the e-mail correspondence with customer service, you advised you wanted to send the firearm in for service through the dealer and a prepaid label was provided to the dealer to ship your firearm.  Once your firearm is received in the service department, it will be inspected appropriately, and we will have more information for you at that time.  Mossberg does not sell firearms direct to consumers, so a refund will not be applicable.  That would need to be discussed with the dealer in which the firearm was purchased.  

  Customer Answer

  Date: 08/09/2023

  
  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:06/09/2023

  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 have bought a product from O.F. Mossberg & sons Inc.. The product that I bought did not fit what I needed so they said I could return it. I sent it back to the company and they have told me they received the product. But said they got a new system and can't refund my money. they have had the product for 4 weeks now and I check in every week, and they give me the same answer of they can't refund me my money and don't know when they will refund my money. I just have emails from this week as the past week were phone calls made to them. get the same answer every week I contact them.

  Business Response

  Date: 06/26/2023

  The refund was provided by accounting on 6/12/23 - the customer needs to check with their financial institute. 

  Customer Answer

  Date: 06/26/2023

  
  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.

  yes,I have received my refund. just should not have taken as long as it did. 

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

• Initial Complaint

  Date:05/31/2023

  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.

  Bought a Mossberg *** from ******* Sports and, direct from the factory, the shotgun had problems: the cycling was sluggish and the rear ghost sight couldn't be sighted due to a factory defect. I send the shotgun in for warranty repair, and waited the stared 4-8 weeks. When three months rolled around, I started inquiring about the shotgun. And was told they didn't know, as they hadn't looked at it yet. These emails went on for weeks. Finally, I was told it would need a new barrel. This should have been sorted out by QC before it ever shipped to *******. To make it worse, I wanted a refund, as their customer service had been terrible and I no longer trusted the brand. I was told they wouldn't refund my purchase and they had no idea when it would be fixed. Now, two weeks later, they have stopped returning my emails and I have no clue where my $500 shotgun is. They are completely clueless and have no concern for their customers. Im tired of this! I'm tired of being ignored! And I want my money back.

  Business Response

  Date: 06/01/2023

  Mr. ******* was provided with a prepaid label to have the firearm sent to our facility for service due to the barrel.  The representative that has been assisting Mr. ******* has responded to each of his inquiries within 6 business days at the most.  I do understand we have had the firearm for about 13 weeks, which does exceed our rough quote of 6-8 weeks for turnaround.  Please note, the service ticket information does state that service can take longer depending on part availability.  This leads to, our service department is trying to procure a replacement barrel from production.  This means the barrel has to be ordered to be made/assembled from scratch.  The customer service representative has been in contact with the service department to follow up on the process.  At this time, we are expecting service to be completed by middled of next week, as the firearm will need to be patterned/test fired.  Mossberg would not provide a refund for the firearm, as we do not sell firearms directly.  This transaction would need to be done through the dealer in which the firearm was purchased. 

  Business Response

  Date: 06/01/2023

  Mr. ******* was provided with a prepaid label to have the firearm sent to our facility for service due to the barrel.  The representative that has been assisting Mr. ******* has responded to each of his inquiries within 6 business days at the most.  I do understand we have had the firearm for about 13 weeks, which does exceed our rough quote of 6-8 weeks for turnaround.  Please note, the service ticket information does state that service can take longer depending on part availability.  This leads to, our service department is trying to procure a replacement barrel from production.  This means the barrel has to be ordered to be made/assembled from scratch.  The customer service representative has been in contact with the service department to follow up on the process.  At this time, we are expecting service to be completed by middled of next week, as the firearm will need to be patterned/test fired.  Mossberg would not provide a refund for the firearm, as we do not sell firearms directly.  This transaction would need to be done through the dealer in which the firearm was purchased. 

  Customer Answer

  Date: 06/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: No, you guys are running a sham business. No one told me anything about when service would be completed, but instead was told "we don't know." In addition, as Mossberg knows, FFLs do not offer refunds--instead telling the customer to contact Mossberg for a refund. They know this. And if they cared, they would reach out to their own people, find the location that handles such, and apply the refund. I wasn't born yesterday, and I don't enjoy being ran around and lied to by Mossberg. YOU don't care. In addition, the service department has not replied to all of my emails (I have saved all correspondence and notes). A decent company would have offered replacement. Both Ruger and Henry, equally busy manufacturers, repaired my firearms in two weeks. Whereas Mossberg, who must be producing more defective firearms--due to equally shoddy QC--can't seem to both fix my shotgun and, simply, treat customers like they matter. $500 dollars is still $500 dollars, and with the QC and handling of this matter, one would think it were bubble gum instead of a firearms quality addressed here. Do better. And quit the bs about stating in contact--you guys have kept me in the dark the whole time. Oh, and it's been more like 15 weeks. You've had it longer than me.
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 06/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: No, you guys are running a sham business. No one told me anything about when service would be completed, but instead was told "we don't know." In addition, as Mossberg knows, FFLs do not offer refunds--instead telling the customer to contact Mossberg for a refund. They know this. And if they cared, they would reach out to their own people, find the location that handles such, and apply the refund. I wasn't born yesterday, and I don't enjoy being ran around and lied to by Mossberg. YOU don't care. In addition, the service department has not replied to all of my emails (I have saved all correspondence and notes). A decent company would have offered replacement. Both Ruger and Henry, equally busy manufacturers, repaired my firearms in two weeks. Whereas Mossberg, who must be producing more defective firearms--due to equally shoddy QC--can't seem to both fix my shotgun and, simply, treat customers like they matter. $500 dollars is still $500 dollars, and with the QC and handling of this matter, one would think it were bubble gum instead of a firearms quality addressed here. Do better. And quit the bs about stating in contact--you guys have kept me in the dark the whole time. Oh, and it's been more like 15 weeks. You've had it longer than me.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 06/01/2023

  Thank you for your opinion, Mr. *******.  You will receive an e-mail with tracking through the service ticket once that information is available.  Again, refunds are not offered as we did not sell the firearm to you.  A replacement is unwarranted as the firearm is repairable.  Have a great day.

  Business Response

  Date: 06/01/2023

  Thank you for your opinion, Mr. *******.  You will receive an e-mail with tracking through the service ticket once that information is available.  Again, refunds are not offered as we did not sell the firearm to you.  A replacement is unwarranted as the firearm is repairable.  Have a great day.

  Customer Answer

  Date: 06/01/2023

  
  Better Business Bureau:
  
  I'm simply done arguing about it.

  I won't be purchasing another Mossberg product, as they have zero QC and, unfortunately, produce unsafe firearms.

  When returned, the shotgun will be sold.

  I'M very disappointed, and will be relaying my experience via *******, ******, and various other platforms.

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

  Customer Answer

  Date: 06/01/2023

  
  Better Business Bureau:
  
  I'm simply done arguing about it.

  I won't be purchasing another Mossberg product, as they have zero QC and, unfortunately, produce unsafe firearms.

  When returned, the shotgun will be sold.

  I'M very disappointed, and will be relaying my experience via *******, ******, and various other platforms.

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

• Initial Complaint

  Date:04/25/2023

  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 purchased a Mossberg *** *** ********* brand new from an ****** Dealer in March of 2022. During my first trip out with it within a month of purchase, the stock began to fall apart and jamming began to occur periodically with 3 different types of 2 3/4 and 3" shells. The gun was taken apart after nearly every use and cleaned from there on to attempt to fix the problem. I contacted Mossberg and they suggested trying different shells and gave me a very scripted list of possible reasons. I Took the gun back to the dealer and Mossberg sent them a new stock. Also, when disassembling the gun, the barrel and chamber were so tightly put together that it nearly took the dealer and I both to get it apart, making visible metal scratches on the inside of the chamber. Jamming continued frequently enough throughout the rest of the target season. In October of 2022 on the first day out in the waterfowl season, the sling bolt broke while in the field, causing the gun to fall in the water. The gun was cleaned and the jamming continued throughout the season. the magazine loading port also became jammed on multiple occasions rendering the gun useless until cleaned again. This happened more and more throughout the season until around January-February, when the gun was pretty much useless. The dealer suggested I send it back to Mossberg as it was still a new gun and under warranty. They have now had it for 13 weeks when I was told it would take 6-8 weeks. Customer service has been extremely rude throughout our email communications and have now told me that There will be a service fee of $80 dollars to fix "carbon buildup" in the piston due to "improper maintenance" with no mention of all the other issues I've had with this gun. They said that my options are to pay them, or they will send me my gun back "as-is" (broken). I called and asked to speak to a manager and the rep simply told me that all the managers were out in a meeting and that he would make a not on my request.

  Business Response

  Date: 04/25/2023

  I reviewed all of the correspondence between Mr. ******* and our customer service representatives and his claims and comments are being taken seriously.  I have spent time with our service manager today to go over Mr. *******'s firearm and he will be provided with an update shortly. 

  Customer Answer

  Date: 04/25/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The issue has not been resolved yet. I will either accept or reject the update when it is received. 

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

  Business Response

  Date: 04/28/2023

  The firearm was completely disassembled by our service manager and the internals of the firearm were extremely gunked with carbon (documentation of how the firearm was received was provided to the customer) which is what caused the difficulty with removing the barrel, as well as cycling.  Our service manager cleaned the firearm as a courtesy and performed a video audit of the firearm functioning - this was sent to the customer, and it was reviewed by the customer.  The customer will be notified through their service ticket of this information as well and the firearm will be shipped back to the customer. 

  Customer Answer

  Date: 05/01/2023

  
  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. I am still unsure how or why this particular firearm ended up being problematic with "carbon buildup" being it was new and the other guns used went without issue,  but glad to see this is being resolved 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:04/05/2023

  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.

  Hello I recieved a Moosberg MVP rifle for Christmas from my son and it would not fire right out of the box. The gun was sent to Moosberg on 2/21/23 for repair I have called and E mailed Moosberg to find the statis of my gun My phone call was met with a bad rude attitude I was told my gun was in for repair and still after over 6 weeks not looked at to say what they have found. I asked for a manager as was told I was talking to the manager he told me I was harassing him for calling and it would just take longer because I was calling him. I just cannot believe the way I was treated as a customer by a member of managment from Moosberg. He made me feel like I was a nascence for calling. This is no way to treat a customer. I will never buy from Moosberg again and when I told him this his response was he did not care.

  Business Response

  Date: 04/05/2023

  Hi *****,

  Thank you for your inquiry.  Our records show you contacted us via call on 2/14, 3/22, 4/3, 4/4, and 4/5.  You have also contacted us via e-mail between 2/10-4/2.  We have responded to each of your inquires almost immediately.  During your calls, we have advised you that our turnaround time is roughly 6-8 weeks once the firearm is logged into the service department.  The firearm was logged into our service department on 2/22 and the firearms are inspected on a first come first serve basis queue.  Each time you have made contact with us, customer service has advised you of the turnaround time and that we are pending a response from the service department as we have requested updates.  Not once has a representative stated we would contact you back the same day; you have been told once we receive a response, you will receive a response.  I apologize that you are unhappy with the turnaround time, but that is our estimated time.  Please note, some services can exceed this turnaround time if there is any delay with parts if needed.  You have belittled each representative you have spoken to by saying we have not helped you at all each time you called and continue to question our turnaround time.  To conclude - you will be contacted once we receive a response from the service department.  

  Have a fantastic day.

  Customer Answer

  Date: 04/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: I was the one treated with disrespect. At no time did I disrespect anyone In fact I thanked them on all calls when I told them their turn time was the highest of the other companies, I know of I was told they did not care, and they did not care what I felt about there turn time. I was spoken to in an unprofessional manner and as far as my answer on what may be the problem with my gun, I have not gotten an answer in over 3 days, and I was told they would call me. All I stated is I am unhappy with their turn around time. What ever happen to the customer comes first?
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 04/05/2023

  Thank you for your response.  You thanked our representatives "for nothing".  The calls were reviewed and not once did a representative state they did not care or care how you felt about the turnaround time.  You have not gotten an answer due to the fact that we have not received a response from the service department.  If you want a representative to contact you daily to tell you we have not received an update, that can be arranged. If not, this situation will require patience while we wait for an update from service. 

• Initial Complaint

  Date:02/10/2023

  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.

  On 11/22/22 I purchased a ******** 88 20 gauge Mossberg firearm from *********** ******* **********. When I picked up the firearm there was a defect in the camouflage on the gun. I was advised that it was a manufacturing issue and that it would have to be resolved with the manufacturer. After contacting Mossberg they advised that they could replace the part that had the defect with a new one that would match the camouflage of the other parts on the gun that were not defective. After providing all required photos and evidence of the defect I sent the part back on or around 12/1/22. Note: the gun has never even been fully assembled. Since sending in the part I have repeatedly asked for updates with no resolve. Today, approximately 68 days since I sent the part back, I finally got a message stating “The camo for the gun is no longer available.”The alternatives would be the Mossy Oak Break Up Country or Shadow Grass Blades.

  Business Response

  Date: 02/10/2023

  There has been extensive communication between the Mossberg representative and this customer.  The Mossberg representative did their due diligence and reached out for updates from the service department in regards to the service continuously, as service was delayed with their update.  The service department tried redoing the camo in the original finish, but it was not up to quality standards, in which the customer was provided with 2 different options to choose from.  The service department is also providing a matching forearm for the firearm.  The customer will receive tracking information through their service ticket once available. 

  Customer Answer

  Date: 02/15/2023

  
  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. This has been resolved. Thank you for the assistance.
  
  Sincerely,
  
  ****** *********