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:12/12/2024

  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 purchased a Girsan MC312 shotgun on 2/23/24 And called EAA on 11/25/24. I have a Girsan gun, warrantied by ***, that is have several major issues. I called them and they said sent it in. Most gun companies have you send long guns directly to them for repair. Not EAA. They require it is shipped from and to an FFL which is a $60 plus $30 to ship and they charge $30 to ship back. $120 to have a $500 gun, under warranty, to have it looked at with no guarantee of repair. And the way they are treating customers does not leave me confident it will be fixed. I sent them a follow up email on 12/5/24 which has been ignored.i dont mind paying shipping to and from ($60) but to make customers pay $120 for an evaluation is unreasonable. They are not required to use an FFL for this so why burden your customers with not only poor quality guns but excess procedure and money to look at it

  Business Response

  Date: 01/03/2025

  ****** ******* was provided any and all necessary service information to send the MC312 to our service department on 11.25.2024. This information was provided over the phone and again through the attached email. 

• Initial Complaint

  Date:09/12/2024

  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 a Handgun purchased (Original Owners) that has a crack in the frame. This is the second crack that the gun has been identified with (Previously in the slide). *** claims and advertises a lifetime warranty on handguns. **************** for *** has refused to warranty this issue.

  Business Response

  Date: 09/20/2024

  The warranty is applicable to the original owner of the firearm when purchased new with proof of purchase.  The customer refused to provide proof of purchase.  As previously explained to the customer the frame is not repairable and is not able to be replaced as the model has been discontinued. 

• Initial Complaint

  Date:07/17/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 5/26/2024 I purchased a Girsan MC14T. Upon first use on June 4, the walnut handle of this product fell apart in my hand. As the item is under warranty, I contacted EAA and was offered inferior plastic replacements. I requested a replacement part of the item that was purchased because I would not have purchased this if it had plastic grips. I was told the estimated arrival for this part was ***** days which although I was not happy about I had no choice but to wait. 6 weeks in, I followed up to see if there was any update and received no response. I followed up a week later and received 4 words - "Not at this time". So, EAA was able to forecast ***** days 6 weeks ago but today they can not tell me anything? We know it's not 30 days because that has since passed. I think these folks baited me and now do not want to stand behind their product,

  Business Response

  Date: 07/22/2024

  The customer was offered a pair of replacement grips on the date the complaint was received [06/04/2024].  The customer declined the offered and elected to wait for replacement wood grips within the ***** day window provided.  It has been approximately 48 days of the ***** day estimate provided from the initial date of contact.  An approximate ETA is not available. No refund will be provided. Email correspondence is attached.   
  
  

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 22001765
  
  I am rejecting this response because:  This is a disingenuous response.  To clarify, I purchased the product with wood (walnut) grips and was offered replacement inferior plastic as a replacement within 8 days of the initial purchase.  As I have informed EAA on multiple occasions, I would not have purchased if it had come with plastic grips.   EAA had provided an *** of ***** days on 6/4, however on 7/17 and subsequently in this response they are saying there is no ***.  It is apparent to me that they have no plans on standing behind the defect product that was pushed out.  As per the president of EAA - "I need to 1st see if we have an open import license for grips as ATF is behind on import licenses."  .  In a nut shell, EAA is telling me ***** days but as of 7/17 they do not even know if they have a license to import them?   In the reply from EAA they said, the replacement would be received within the time frame stated but once again they state in their response that there is no ***.  If the replacement is expected within the timeframe stated, wouldn't the *** be 9/2?  The lies here are so blatant and my best guess is that they expected to shut me up with inferior replacements and expect me to go on my way.  Lastly, I had requested they provide me with replacement grips off an existing "in stock" piece and this was ignored. EAA says no refund will be issued, however I am asking for a replacement not a refund.  Send me one that is not broken and you can have this one back.  
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:05/16/2024

  Type:Sales and Advertising 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 ordered and paid for an item from a subsidiary of EAA ( Girsan Firearms USA) to ship to my FFL in *************, **. I have proof of order acceptance and payment remittance. I followed up on the order via email as Girsan ***************************** has no statewide customer support phone number. I received a return email "sorry no payment received". All of my subsequent emails have not been responded to.

  Business Response

  Date: 05/24/2024

  European American Armory does not have any information pertaining to nor affiliation with "Girsan Firearms USA."  This was explained to ***************** via phone call on 05/06/2024. 

• Initial Complaint

  Date:12/26/2023

  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.

  I purchased a eaa windicator 357 revolver from grab a gun on Nov 23 ,2023.it was a gift to my wife,I took it home and put the box away ,couple weeks later I took it out to grease it up and get ready to wrap it up,I noticed a horrible finish on the gun,I emailed grab a gun they said I had a warranty on the firearm and that I could send it back to have them refinish it,what's worse is upon opening the Cylinder,the grip fell off the gun,the washer and s**** still screwed into the threading,I looked into the grip and you could see that the hole in thr grip was ten times the size of washer and obvious it was a defect ,I emailed grab a gun who told me to email eaa.so email the one employee that works their and very rude and unprofessional, basically told me I could buy a grip if I needed one ,I sent numerous emails wanting to file a complaint in which I was denied,I called into eaa on Dec 26 to file a complaint and and request a new grip,the employee of eaa Implied that I was the one who broke the grip ,or OVER TIGHTED IT AND IT WAS NOT COVERED UNDER WARRANTY, I asked what was and he said defect parts and something else ,I asked to speak to manager he claimed he is the manager,I asked to file a complaint he hung up on me

  Business Response

  Date: 01/18/2024

  This matter has been resolved as shown in the attached files.  

• Initial Complaint

  Date:12/20/2023

  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 a new shotgun from a local store and wouldnt take a shell. After submitting 3 requests online to purchase the parts to fix the gun myself with no response I found someone to send it to eaa and they charged me $228 to fix something that was wrong with the gun when I took it out of the box brand new. And after paying them to fix their own mess now it wont cycle, it jams every time. Got $650 in a gun that isnt good for anything but a paper weight. Will not ever purchase anything from them ever again. Terrible product, terrible customer service, terrible company!!

  Business Response

  Date: 01/04/2024

  One part request (#S41806) was submitted on 12/30/2022. A response was provided the same day.  Two support tickets were submitted. Ticket #**** on 12/28/2022 and ticket # **** on 01/11/2023. A response was provided to both tickets.  EAA did not receive any response for the information requested in the replies provided to the part request and support tickets submitted. These may be viewed in the attached files. The ********* 220 was received for service from **** Express on 09/22/2023. The ********* 220 was sent in taken apart, damaged, and broken.Abuse is not covered under the warranty. There was no factory defect found with the ********* 220.  **** Express was provided with an estimate for the repair prior to any work being performed. **** Express elected to proceed with the repair and submitted payment for the repair on 09/27/2023. The total amount charged to **** Express was $198.46. The ********* 220 was repaired, and test fired to factory specifications prior to being shipped back to **** Express on 09/29/2023. EAA has not received any contact or complaint whatsoever after the ********* 220 was returned to **** Express. Repair, Invoice, and shipping documentation attached.  If there is believed to be any issue with the ********* 220 it may be sent to our service department for evaluation at any time. Refunds are not offered. No refund will be provided.  

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ordered a Girsan MC312 from Russell a*** on 4/24/23. It was shipped to Russell a*** from the distributor and arrived on 4/28/23. This is when I took possession of the shotgun. The box was sealed I opened it to check color and barrel length. Both were correct and sealed in blue plastic bags. Upon getting home I opened the box back up and opened the bags to removed the barrel and receiver to assemble. I immediately noticed flaws in the finish. The receiver had burs in it and the barrel had scratches through the coating exposing bare metal. These were both noticed on the barrel body and vent rail. Immediately i took pictures and contacted Drew at Russell a***. He told me to reach out to EAA and they would make it right. The following morning 4/29/23 I went on the website and filed a request for service detailing the information stated above. The complaint #8,260. As this was the weekend I didn’t expect a response till Monday. On Monday morning I checked my email to find no response I called and left a voicemail detailing the information again asking for a call back. I called 7 more times throughout the day before getting a answer. Once I finally got a girl to answer the phone I was hung up on. I immediately called back and got a gentleman. I once again explained the situation. He then proceeded to insinuate I was lying. He said it had to be a used gun. I told him I could send him the invoice right now along with the pictures. He said that wasn’t necessary. He then stated I could pay $30 dollars to ship it in so they could decide if they were going to do anything it sounded fishy. I stated this is outrageous to expect a customer to pay more money for a product damaged right out of the box. I asked for a written response via email to document this. I also got the FFL involved. It’s now the 8th no response via email or phone call for me or the FFL. Do not buy any product from EAA unless you want to spend more money right out of the box. Absolutely no customer service,

• Initial Complaint

  Date:03/15/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 MC Regard from a local business. When I received the weapon I realized there was a machining defect down the side of the slide. It was obviously under the gold coating of the pistol and is a factory defect. I sent the pistol in to have something done about the issue. I was not sure what could be done. I asked quite a few times in this process to try and figure out what they were planning on doing. I never got an answer. When I finally threatened to contact the BBB I received a bill for $60+ and then my pistol. They gave me a used slide. I guess they test fired the weapon before sending it. I bought a Gold MC Regard for the purpose of a show piece. I didn't buy it to use. Now they have sent me a used useless gold paperweight. I have plenty of guns that I can shoot all the time. I bought this weapon for the beautiful piece it is and now it will cost me more money and time for what? Another used weapon. I want a brand new replacement and the respect of communication. Not a used pistol because no one wanted to communicate with me. I have more supporting pictures if needed.