ComplaintsforShooters Firearms and Accessories

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a firearm from this store online and had it shipped to my *** in another state. The firearm I paid for did not match the one I received which was a similar firearm but completely different item number and supposedly brand new. So I spoke with the manufacturer and with the store manager and decided to send it to the manufacturer for warranty repair. After 2 months of waiting I received some new information that was being kept from me. the owner/manager ******** hid from me that this gun was sitting in the store for 3+ years and probably handed buy who knows how many people. The only reason I found out was because the manufacturer told me my warranty claim would possibly be denied because it may be considered a used firearm because of its age and that the issue I was experiencing (incorrect slide) could possibly be from a modification not covered under warranty. It also was not advertised on their website that this was old stock, and was never admitted to me until I said I had spoken with the manufacturer. I missed out on a $100 mail in rebate because of this and Had I known this when they offered to take it back I would've sent it back to them for a refund. This company did absolutely nothing to make things right for me and basically told me to pound sand.

  Business response

  04/24/2023

  On or about February 21st, 2023 Mr. ******* did purchase a firearm through our business online system. Mr. *******’s order was picked from our inventory and promptly shipped to him. Mr. ******* contacted the store on or about March 1st, 2023 stating the firearm was incorrect as to what the *** number he had seen on the manufacturer's website shows. He referred to a particular feature he desired and sent pictures showing that the firearm he was sent did not have it. Mr. ******* was informed that we had been sent the wrong firearm from the manufacturer in the box that contained the correct *** as the one he had ordered. We apologized for the inconvenience and informed him he could return the firearm to us at no cost to him and that we would replace it with the correct item. He verbally stated he understood the mistake and praised us for our customer service in working with him on this matter. However, Mr. ******* declined our offer to return the firearm to our store for a switch out and opted to send it straight to the manufacturer for them to fix the issue.    
  
       The firearm that Mr. ******* chose was unfortunately not a highly sought-after item in our area. This being the case we have had the firearm in stock for some time and it was in our secure storage vault, which is an environmentally controlled area, and not accessible to the public in anyway. The firearm that was sent to Mr. ******* was also not on display and was in an enclosed protective bag and box. It was at no time ever used or had it left the store until it was shipped to Mr. *******. It is unfortunate that Mr. ******* chose a firearm that happened to not be a highly sought-after item. We did have it in stock though and unlike perishable groceries, firearms do not have an expiration date, and no firearm dealer or any store such as ******** or ****** tells a customer how long they have had an item in stock unless they are specifically asked. Again, as it has no expiration date, and does not spoil, it is irrelevant in this matter as to how long we have had a non-used item in stock.
  
       In the matter of the rebate Mr. ******* purports that he missed out on, this was by his own design and neglect. The firearm that he sent back to the manufacturer would have been the same type returned to him and all he needed was the serial number which is located on the receipt he was given which also would have been proof of purchase. Also, at any time Mr. ******* could have asked for the serial number in one of the many conversations we had with him as he called us numerous times. The rebate had been offered and paid thru the manufacturer and not our store. We offered Mr. ******* many options to help him rectify the return of his firearm, but we do not pay out rebates as that is the responsibility of the manufacturer. He was informed of this at the very beginning and was never told to pound sand nor was he ever spoken to in an unprofessional manner. 

  Customer response

  04/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  This vendor is not being factually truthful. I asked from the very first day I spoke with ******** about the age of the firearm. She stated “I’m not sure because I don’t have access to those records I’ll have to check with the owner”. I called the next day and was told the owner hadn’t had a chance to check yet. Then I called a few days later and was finally told it was several years old. So saying that I did not specifically ask is flat out incorrect. 

  secondly I was offered to return the firearm before the issue of the age of the firearm was brought to light. Had I know the firearm was several years old I would have returned it. Once this was brought to my attention, I then asked to return it and magically the return was no longer being offered. The age of the firearm absolutely is an issue because the manufacturer themselves said so. They will not warranty a used and modified firearm. Because of the age they automatically assumed it was used and told me it wasn’t going to be warranty repaired. After almost 2 months of going back and forward with the manufacturer and this vendor, I was finally told the repair would be warranty fixed, and that I need to speak with the vendor for any compensation due to missing out on the rebate. The manufacturer said it is one hundred percent the vendor’s responsibility to know what they are receiving from the factory as it must be logged into there *** records, making the vendor responsible for not catching the error. Furthermore, I was told by the manufacture that the vendor signed the paperwork accepting the item when it originally shipped.

  third,  this business claims that I missed out on the $100 rebate because of my own design and negligence, this is factually  impossible. The manufacturer requires the original factory *** sticker from the original factory box. When I created a return *** with the manufacturer I was specifically told to ship it to them in its original box containing the factory *** sticker. Not only is it highly insulting to insinuate that I purposely did this to myself, but a flat out lie and shows this business lack of knowledge and basic understanding of the very products that they sell. Being that this is a *** company, perhaps the *** needs to be notified. Last I checked verifying serialized items to corresponding ***s before logging into books is required. Had they properly done there due diligence when receiving this firearm from the manufacturer and again when shipping it to me, this would have  never happened.
  

  here’s the bottom line. This company/vendor was negligent multiple times in receiving and shipping this firearm, purposely with held information from me, falsely advertised it, and of course it was all at my expense.
  This is a classic bait and switch. If this company had any type of ethics they would provide a partial refund to cover at least the rebate that they costed me. 

  Regards,

  **** *******

  Business response

  05/08/2023

  Regarding Mr. *******’s rebuttal, he continues to attempt to spin the narrative through half-
  truths and veiled threats of notifying the *** of purported negligence on our part, that we are
  responsible for the payment of a rebate that is offered and paid out by ***** * ****** and not
  us. When Mr. ******* inquired about the age of the firearm he purchased he was told promptly
  how long we had it in our inventory. There was no need nor desire for us to attempt any
  subterfuge in divulging this information. What he did ask about that had to be researched was the
  date that the firearm was ordered, as that is not readily available information as it is not
  necessary for every employee to have.

  As mentioned in the previous reply, Mr. ******* was offered a free return of the firearm with
  the incorrect slide feature for a new firearm with the correct slide feature. He declined this offer
  and decided to go directly with the manufacturer for a replacement. It was at this time when he
  no longer had the firearm in his possession that we advised him that we could not make a return
  for him as he no longer had the firearm in his possession. As stated in our previous reply the
  firearm was never sold or used, it was in its original packaging in our storeroom. If the
  manufacturer had any concerns about whether it was used or not they could have contacted us as
  we are a licensed dealer for them, and they could have easily contacted us as they have in the
  past about repairs and dealings.

  When a shipment comes in from the manufacturer we as the dealer are required to verify the
  *** of the batch that we ordered and verify the serial numbers match between what the invoice
  states and the actual firearm. These shipments are not small in quantity so there is a possibility
  that the manufacturer will put the wrong firearm with the wrong *** batch however, the serial
  numbers on the firearm did match the invoice provided by the manufacturer, and the box in
  which it was shipped in. This is all in accordance with the requirements set forth by the ***.
  
  While it is regrettable that the process took so long for him to receive proper service from the
  manufacturer, it was the manufacturer who prolonged this issue and not us. Had Mr. *******
  taken up our offer to replace it at the very beginning of this situation he would have had his
  rebate and proper firearm in a much more expedited fashion. It is also the manufacturers’ or their
  designated rebate payees’ responsibility to pay out the rebate they offered, and it is not, nor has it
  ever been paid by the vendors. At no time was any information willfully withheld from Mr.
  *******, no false advertisement was ever performed, and no bait and switch tactics as he falsely
  purports ever undertaken upon him. The rebate issue is between Mr. ******* and the
  manufacturer of his firearm as they are the ones who had it in their possession for an extended
  period, and they are the ones who offered and paid the rebate.

  Customer response

  05/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  with all respect to the business owner, who I assume is the one writing these responses, I am respectfully saying there is no spin going on on my end. I am not asking that you issue me a rebate. I fully understand that the rebate was on the manufacture and that ship has unfortunately sailed. What I am requesting is a partial refund of the purchase price I paid for a firearm that was not as described and intern costed me time and money. The company has acknowledged several times that I was sent the wrong item. And please, let’s clarify something, the company offered me a return, NOT an exchange. I specifically asked ******** about an exchange, and she said they did not have the correct one to exchange it with, that they only had the same type that I was incorrectly given which is why I said I would send it to the manufacture which, by the way, is what ******** immediately recommended to me, instead of returning it, because they couldn’t get me the correct one anyhow. And again that was prior to the issues that the manufacturer brought up about the age of the firearm.

  The bottom line in this situation is that I did not purchase the firearm from the manufacture I purchased it from this retailer and unfortunately for the retailer that means that they are accountable for mending any type of problem. This company boasts on their website that they have been in this type of business/industry for over 25 years, how could they possibly not know that they were shipped an incorrect item with such vast experience. More importantly, How does that become my fault as a consumer ?The only thing I did wrong in this entire situation was use this company for my purchase and take there word for granted. How does this situation become my fault as a consumer versus the business who is supposed to safeguard something so simple as to verifying what they ordered and what they received. And then to drop the ball a second time when shipping it out to a paying customer. That is not my fault and for this business to take zero accountability is wrong. I don’t see any spin in that.

  Regards,

  **** *******

• Initial Complaint

  09/22/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased an optic from this business (whose return policy DID NOT state anything about not being able to try the optic out before returning it). I tried to zero the optic (I know how to shoot, I was a Sniper in the 82nd Airborne) and it was very poor quality for the price, and would not hold a zero. I tried to contact the manufacturer and they said I should have tried to return it to the store first, which I did and was told no. I tried to return this optic to then turn around and spend that money (plus about another $150 on a better optic, FROM THEIR STORE!); and they told me no. The employee stated "yeah, you fired the weapon with the optic on it, so we would have to pay to send it back for them to check it so we can re-sell it, so we can't take it back". I told him "well, I will not be spending my money here in the future". to which he responded "somebody else will". Just absolute garbage. The worst part about this is that I had (and still HAVE) the receipt for the purchase.

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