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:04/07/2025

  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 bought a defective firearm from this company. I have had to send it back twice and they have sent me replacement parts twice. The firearm is unreliable, with many documented cases of it being defective. It should be recalled.

  Business Response

  Date: 04/09/2025

  I would need to know the serial number to this firearm to be able to look up the history on this before I can speak to what the customer claims. 

  Business Response

  Date: 04/09/2025

  I would need to know the serial number to this firearm to be able to look up the history on this before I can speak to what the customer claims.
  

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23174045
  
  I am rejecting this response because:

  The problem is not currently resolved. The serial number for the defective product is *********. You can forward that to them.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 04/18/2025

  Thank you for the information. I will look into the tickets regarding this serial number.

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23174045
  
  I am rejecting this response because: The issue has not been resolved yet.
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 04/21/2025

  The issue has not been resolved yet. How can you close the case before the issue has been resolved?

  Business Response

  Date: 04/21/2025

  i have looked through the tickets for Mr. *************** **************** has had contact with Mr. ********* the last being on April 14th. Customer is saying that the *** should of sent the firearm back to us and we do not have contact from the ***.  We are more than happy to have the firearm in come in for replacement of same or like product. We are not able to credit Mr. ******** direct as we do not sell to the end user which was explained . Again we are more than happy to replace the firearm for the customer. 

  Customer Answer

  Date: 05/02/2025

  The company agreed to replace the firearm with the same model or a similar one but the model I wanted to replace it with was a newly released firearm and they said that they would not replace it with that particular model even though I agreed to pay the difference in price. I agreed to a replacement of the same model, although I am not pleased with this. I think the firearm is flawed as there are many documented issues with it. My only hope is possibly selling it. Overall I'm not pleased with dealing with this company.

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23174045
  
  I am rejecting this response because:

  The company agreed to replace the firearm with the same model or a similar one but the model I wanted to replace it with was a newly released firearm and they said that they would not replace it with that particular model even though I agreed to pay the difference in price. I agreed to a replacement of the same model, although I am not pleased with this. I think the firearm is flawed as there are many documented issues with it. My only hope is possibly selling it. Overall I'm not pleased with dealing with this company.
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 05/05/2025

  Clearly they said replacement of the item or a similar item. I wanted to upgrade, at my cost, to what appeared to be a better quality firearm but was denied because it was too "new". Seems ridiculous and not in line with customer satisfaction. 

• Initial Complaint

  Date:09/30/2024

  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 TP nine that I have owned for around two years. The gun stopped cycling empty shells out of it after each shot and I would have to manually eject each round. I called the company and they were quick to send me a new spring to put in the pistol. Upon my next test with the new spring, it did fire. But is still having trouble cycling. Also, when I followed up with the company, they told me they are not responsible with how the gun functions with a suppressor. Even though the gun I bought is made to be suppressed. They were very explicit to say they dont support anyone suppressor on any of their guns . I almost didnt know how to react to that and still dont it just blows me away. They sell a pistol with a threaded barrel that cant handle being suppressed or wont run right with a suppressor on it. So far they do not stand behind their product as far as Im concerned and are quick to leave the customer out in the cold with , the only resolution is to go see a gunsmith thats what they told me to do the first owner of the gun and this is how I was treated when I called for service. I dont think I will be purchasing another panic ever again. will I tell anyone that there any good or Possibly even reliable.

  Business Response

  Date: 10/28/2024

  I will need to look into the customer ticket and see all the correspondence and get back to the customer with a possible solution. 

• Initial Complaint

  Date:08/22/2024

  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.

  My firearm was sent in for a repair. Upon arrival is was strill broken so the warranty department was contacted again. As you can see in the photo below they stated on June 28th they would completely replace the gun instead of repairing again. Next as you can see in the pictures below, on August 6th they said they would be shipping it out and apologizes for the delay. It is now August 16th and nothing has been received. That is over a month without the product that I paid over $1k for

  Business Response

  Date: 08/22/2024

  Normal turn around time is 4-6 weeks.  We received the firearm in to our facility  07-08-24. 

  I show the replacement was shipped 08-20-24. and shows that it was delivered the the *** 08-22-24 at 10:50 am. signed for by ****. 

  Customer Answer

  Date: 09/04/2024

   
  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:05/31/2024

  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.

  This is ******************** bought one of your ***** tp9 elite sc 9mm pistol last week and went and picked it up yesterday so today I decided to shoot it and I put the 12 rounds magazine in it and it would jam every second round so I took that magazine out and put the 15 round one in and none of them jammed I dont know if something is wrong with the 12 round magazine but if you could please get back to me when you can thanks

  Business Response

  Date: 06/03/2024

  Customer contacted our support help desk Friday at 5:30pm. We are open until 5:30 ET Monday -Friday. We responded to the customer this morning asking for the information that we need to proceed with the ticket. 

• Initial Complaint

  Date:03/26/2024

  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 bought a RAS-47 from ********* in ******* *****. I zeroed the rifle and made sure it worked. I took the rifle out for a 2nd trip to the range and it blew up. The front trunnion cracked. The crack allowed a rifle casing to rupture and send steel shrapnel and gunpowder at my face and arm. My arm still has a scar 4/5 years later. I asked Century to warranty the rifle and they refused. $700 wasted on something that didnt even last two days. Terrible quality and terrible customer service.

  Business Response

  Date: 04/10/2024

  This customer originally reach out to us in 2018. When asking for more information from the customer which is standard, he divulged that he had polished the bolt and carrier. He also was using extremely vulgar and rude language with our customer service reps. *** claim was escalated and *********** was contacted and asked again for some further information so that we could review the history of the firearm and where he obtained it from. We explained that customer service is very important to us. This was on August 29, 2018. We heard nothing back from this customer until this ******************** complaint that was filed several years later.  

  Business Response

  Date: 04/10/2024

  This customer originally reach out to us in 2018. When asking for more information from the customer which is standard, he divulged that he had polished the bolt and carrier. He also was using extremely vulgar and rude language with our customer service reps. *** claim was escalated and *********** was contacted and asked again for some further information so that we could review the history of the firearm and where he obtained it from. We explained that customer service is very important to us. This was on August 29, 2018. We heard nothing back from this customer until this ******************** complaint that was filed several years later. 
  

• Initial Complaint

  Date:01/04/2024

  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.

  Century arms is the licensed importer and warranty provider of ***** Firearms in *******. I purchased a ***** handgun last year and have been having issues. They sent a small part that fixed 1 issue but others remained. They had me send the firearm to them for inspection and repair or replacement. They received it on Oct 20, 2023, I requested and received an update on Nov 4, ****, then heard nothing for weeks despite sending multiple emails. I finally told them I would be contacting the Better Business Bureau and Attorney General if I didnt receive a response. The replied a couple days later stating the firearm was repaired and being shipped back. We received it just before Christmas and were finally able to test it last week and found the firearm not only still had issues but now had another issue that I found, a damaged firing pin. I emailed them a very frustrated email stating that this was unacceptable customer service and I would give them 3 business days to reply and begin remedy of this situation. As of today they have not responded and this is well covered by the warranty they should be responsible for as the importer for *****.

  Business Response

  Date: 01/04/2024

  I will look into the complaint on our end and reach out to the customer to get him taken care of. 

  Customer Answer

  Date: 01/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response is acceptable.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/31/2023

  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 purchased a rifle two weeks ago, and from the beginning, I've had nothing but issues. The gas tube of my rifle was damaged from the factory (terrible quality control) and, upon taking it home, the top handguard fell off due to a factory defect. I contacted a gunsmith, who tried fitting another handguard, but the gas tube was too broken to accept the new part. I was instructed to contact the manufacturer, CENTURY ARMS by ***************** and my gunsmith, as this was clearly a warrenty issue. CENTURY ARMS accused me of lying, that it didn't come that way, and that I must have damaged it when installing the new handguard. They refused warrenty. Then, frustrated, I tried purchasing a new tube from them. My card info was taken, but I wasn't charged or emailed confirmation. As this is a warrenty issue, and it could cause me physical harm by using the rifle as is, I'm requesting the part at no charge to myself. So far, the company has given **** poor assistance, quality control (that could hurt me or others), and refused to fix their mistakes--instead blaming me, refusing to supply me with a 14$ part that should have been noticed during quality control, and insulting my integrity instead. I'm in awe of their disrespect and lack of concern for my safety and, in addition, the quality of their products. This is my first step, and will be reaching out to any social media that will broadcast the current state of how CENTURY ARMS views their patrons. I want the part sent to me, at their expense, so I can sell the rifle and purchase something else, from a company that cares about the people that purchase their products. I basically have a paperweight with a canted gas block/front sight and broken gas tube: an absolute waste of money and time. CENTURY ARMS does not care about you, and their lack of integrity and unscrupulous business practices leaves a bad taste in one's mouth. Terrible company and quality control. Simply terrible.

  Business Response

  Date: 11/10/2023

  **************** has addressed ******************** concern and have advised him based off of our warranty policy. Mr.  ******* has chosen to respond in a less that desirable manner with obscenities and vulgar language.  I will look in to ******************** claims and see if we can come to a reasonable solution. 

  Business Response

  Date: 11/13/2023

  Customer service has addressed ******************** concern and have advised him based off of our warranty policy. Mr.  ******* has chosen to respond in a less that desirable manner with obscenities and vulgar language.  I will look in to ******************** claims and see if we can come to a reasonable solution.
  

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20807928
  
  I am rejecting this response because: When you call a customer a liar and refuse to honor warranty...what do you expect? I purchased a firearm for $800, and it comes with a broken part--that you then accuse me of breaking so you don't have to warranty replace the $12 part. I had to sell the firearm just to make back some of the cash I wasted on your dangerous, poor quality controlled ****. 

  F$%k Century Arms. 

  I could have been injured, and you didn't care. You slime ball. 

  You guys create trash products that fall apart or possibly seriously injure someone, and you don't have the decently to accept fault.

  Screw you. And don't contact me again. 

   

  Sincerely,
  

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

• Initial Complaint

  Date:09/06/2023

  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 Rival-S. I immediately had major fail to feed issues, magazine retention issues, and my gun came with a missing part. I contacted Century arms on 2-27-23. I didn't receive any email response until I actually called via phone on 3-6-23. I spoke with *** who said I just needed a new recoil spring and he would send the missing part. I called again 2 days later with more issues. *** advised I should send my pistol in. I filled out the paperwork and was given a RAN number on 4-5-23.I sent my pistol to Century Firearms on 5-5-23.Since I sent my pistol, I never ONCE received any information about where my pistol was in the process unless I called them directly. This is after nearly 4 months mind you. I was quoted with a turnaround of 4-6 weeks for repair or 2-3 weeks for replacement. I am in my 16th week. Despite them never once reaching out to me, I would occasionally call. I kept hearing that it was "at the gunsmiths."I called and demanded someone reach out to me about the process. I heard from ***** on 6-28-23 that said my gun failed tests and was being worked on. Fast forward to 8-4-23 and I reached out again. **** reached out to the ** team. FINALLY he said they would replace it. He asked me to have my *** send an email to them. I called my *** that day.I reached out on 8-16-23. **** said he received the *** info and thought the order was placed on 8-16-23. Said it should ship within a week. I am now still waiting for a replacement as of 9-6-23. I called and was told by a female employee that they were still waiting on my *** to reach out. I told her I was already told it was received and she was very short with me.This was my first ***** pistol and it has to be my last. I can't believe I repeatedly have had to fight for information on my case. One call the rep even told me "that RAN number is OLD." She was surprised it was taking so long. Months without my pistol, left completely in the dark and am out money for shipping. Horrible Experience.

  Business Response

  Date: 09/07/2023

  I spoke with ****************** on the phone today, where we discussed. I listened and provided him with feedback on all of his concerns. We we able to come to an agreeable resolution. I have personally followed up on his ticket and have provided him a tracking number for the shipment of his replacement product. I will now consider this matter resolved. 

  Customer Answer

  Date: 09/07/2023

   
  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:06/23/2023

  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 bought ***** Rival-S pistol less than 30 days ago. When I shot it at range it was defective jamming casing and fail to extract. I contacted ***** support and they advised that won't accept return and I should try to work it with store I bought. But, store can't accept return due it's manufacturer fault malfunction. ***** advised that they don't have spare parts to replace and don't even know when it will be in stock. I checked online forums and ******* reviews- many customers has same issue with same pistol. Looks like this is a lemon product. I paid for item which I can't use!

  Business Response

  Date: 06/26/2023

  We do not sell to consumers so we are not able to directly refund the customer as the did not purchase from ** directly. The dealer he purchased it from would be the one to refund if that is in alignment with their policies. We are more than happy to bring the firearm in for inspection and repair or replace if needed. It appears that the customer has had contact with our ******** Service Agent today and is sending in the firearm to us through their FFL Dealer. 

• Initial Complaint

  Date:04/18/2023

  Type:Delivery 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 an Optic Rail for a firearm. I paid for it on 8 April 23. It is now the 18th and I phoned their customer service to see if they had tracking info. She very rudely stated she has the order in the system but they don't know when it will be sent. I have bought several thousand dollars worth of their products. Not anymore! ** will send the part the next day.

  Business Response

  Date: 05/03/2023

  The customer placed the order on the 9th and it shows that it was shipped out on the 17th via FedEx.  Unfortunately we have had some delays in shipping. I can't speak to the agent's attitude, but will certainly address the concern.