Complaints

This profile includes complaints for Taurus USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Taurus USA

  100 Taurus Way Bainbridge, GA 39817-5408

• 

  Taurus USA

  220 River St Bainbridge, GA 39817-3654

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:04/14/2025

  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 ******** Gun made by Taurus on 12/21/2024 at *********. From the first time i used it, one out of every six rounds wouldn’t fire. I contacted Taurus and on 1/3/2025 i dropped the gun off at *** * so that Taurus could repair it. I received an email on 1/6/2025 that Taurus had received the gun. On 2/7/2025 I received an email apologizing for the delay in responses due to a new ‘system’. I didn’t receive any more emails until 3/17/2025, stating that an order number was created for me to send my gun to them. I have emailed them three times since then and have received no response. I will never purchase another Taurus product. ******

  Business Response

  Date: 04/15/2025

  BBB, thank you for the opportunity to respond to *****’s concerns. Again, we would like to extend a sincere apology for the delay. We are backlogged with repairs at the moment. Your firearm has been repaired is shipping back to you via ***** tracking ************.

  Customer Answer

  Date: 04/15/2025

  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:04/11/2025

  Type:Billing 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 Taurus firearm that had $50 rebate that can only be used in their on line store. It was to expire at the end of February and I could not purchase anything from their website because of a “tax calculation error” that keeps popping up. I called them and was told they are working on it and the rebate would still be good after February. I have tried to make a purchase and called them many times and get the same response from them. I find it hard to believe that they do not have the ability to fix their problem in three months. I feel like they want the web store to continue with this problem until people get so aggravated they give up and Taurus will not have to honor their rebate. I’ve asked them if I can make the purchase over the phone and was told no. I would like them to take my order or mail me a check for the fifty dollars.

  Business Response

  Date: 04/15/2025

  BBB, thank you for the opportunity to address *******'s concerns. ******* we sincerely apologize for the inconvenience you have experienced. This error has been corrected. We will reach out to you no later than the end of business day 4.15.25 to assist with placing your order. 

  Customer Answer

  Date: 04/15/2025

  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:04/08/2025

  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.

  Purchase a new gun from a gun dealer and upon firing the weapon for the first time, the front sight blew off and is missing now. I have tried calling, leaving messages, emailing, using their forms online, and they will not respond

  Business Response

  Date: 04/10/2025

  BBB, thank you for the opportunity to respond to *******s concerns. ******, we sincerely apologize for the inconvenience. We are currently backlogged with our response times. We have placed a no charge order for you to receive a front sight and screw for your firearm. Please see the attached invoice. You should receive this within 7 to 10 business days.

  Customer Answer

  Date: 04/17/2025

  
  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:03/31/2025

  Type:Delivery 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 ordered a 17 rd magazine for my *** in december 2024. I received e-mails from them that my order was awaiting shipment,had been changed to shipped.I sent several messages on their web site and they kept creating Support tickets.but I got only one response. They claimed that it was undeliverable because my address was wrong. I verified my addresses and still no product and this is April 2025.I reqested my money be credited back to my card and no respose to that either. They keep blaming all their problems on aa.new system upgrad but some of the reviews and complaints on this site go back over a year.

  Business Response

  Date: 04/03/2025

  BBB, thank you for the opportunity to respond to *****’s co**erns. *****, the order you placed ****** was placed on 12.18.24 and shipped from our facility on 12.27.24 via **** tracking **********************. The order was delivered to a parcel locker in *********, ** on 12.31.24 and was then processed to return to sender on 1.31.25. The item arrived back to our facility March 3, 2025. This information is available via the tracking number.  We do apologize it has taken longer than normal to issue the refund, but it has been processed. Also, an email confirmation has been sent to you. 

  Customer Answer

  Date: 04/16/2025

  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. UPDATE. I received a refund to my credit card.Thanks 
  

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

• Initial Complaint

  Date:03/31/2025

  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 bought a Rossi *** and one shot about 20 times. Some of the screws got loose for the rail that holds the scope on to the gun and some of them fell out and got lost. They ended up sending two replacement screws after two months but they were the wrong screws. I contacted them through phone calls, emails, and eventually tried filling out another service request and have not heard from them for an update or any type of reconciliation. I paid over $1100 for this rifle and have not been able to use it or hunt with it because of accuracy issues due to loose/missing rail screws. Their customer service has been as useless as it has been wrong or nonexistent. I will post the number for the original service request. I originally just wanted the screws replaced. However, the more time that they leave me stranded and avoid communication, I almost want someone form of compensation due to the stress, mental anguish, and failure to follow through with any form of customer service.

  Business Response

  Date: 04/02/2025

  BBB, thank you for the opportunity to address *******’s concern. ******* we do apologize for the inconvenience caused to you on our behalf. We recently transitioned to a new ERP system and we are currently backlogged with repairs, shipping, and emails/phone calls. There is a callback feature that is available and fully functional. We will reach out to you by the end of the business day tomorrow 4.3.25.

  Customer Answer

  Date: 04/07/2025

  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:03/25/2025

  Type:Sales and Advertising 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.

  Order a rebate for Heritage, pistol for buying a ***** ****** Rossi ** **** ***** Taurus indicated to take 6 to 8 weeks to deliver the pistol, then they had a system update and ran into issues, my FFL dealer received the pistol with no warning, no tracking number that had been shipped, Taurus also did not provide any paperwork regarding the firearm or the FFL dealer that shift it, can’t get a hold of Taurus to get this rectified cannot doanything with the pistol at this point!

  Business Response

  Date: 03/27/2025

  BBB, thank you for the opportunity to address ****’s concerns. ****, first we would like to sincerely apologize for the inconvenience caused to you. We recently transitioned to a new ERP system and experienced some issues as well as delays in repairs, shipping, and response times. We will contact your dealer by the end of the business day tomorrow 3.28.25 to provide missing paperwork.  

  Customer Answer

  Date: 03/28/2025

  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:03/24/2025

  Type:Delivery 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 the item online on Feb 2, paid in full. I have never received the item. At the end of February, I began trying to contact Taurus via the email provided in the receipt and by phone. I have continued trying both by phone and by email multiple times. By phone, I have called waiting very long times and then when opting into the call back feature, have been kicked out of the system and told to call back later. I have been provided expected wait times on the phone between 3 and 4 hours which is not reasonable. I have not had any response to emails sent multiple times. At this point, I just want my money back. I also want to warn others if purchasing a Taurus product about the extremely poor customer service you will receive if any and to consider another brand.

  Business Response

  Date: 03/27/2025

  BBB, thank you for the opportunity to address *******’s concerns. *******, first we would like to sincerely apologize for the inconvenience caused to you. We recently transitioned to a new ERP system and experienced some issues as well as delays in repairs, shipping, and response times. Your order has been shipped via **** tracking ********************** and is expected to deliver to you by 3.31.25. 

  Customer Answer

  Date: 04/03/2025

  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. However, I would like to document the following regarding getting this issue resolved:

  Resolving this took me continuing to call for days. Taurus would not respond to email inquiries regarding the order using the email address that was listed on the original order. When calling in, their automated message would state a 1 minute wait, and then an hour later, I would still be on hold. When using the feature for call back, the system would state that it could not enter me into the que. When I finally got entered into the que, it took over a day to finally get a call back. When I asked about the order, they said they had run out, but had been restocked however, somehow, my order was missed. Taurus did nothing to resolve this issue on their own. It took my constant efforts to contact them to finally get my order processed almost two months after placing and paying for their product. Buyers need to beware of the absolutely terrible customer service before ordering from Taurus.

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

• Initial Complaint

  Date:03/21/2025

  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 *** revolver (** *******) Was sent to Taurus in early December 2024 by ******** ***********, **** ****** **** *** ************ ** ****** ***** ********. Charlies has proof that Taurus received the pistol. Taurus has not sent any information regarding the revolver. Taurus refuses to respond to phone calls or emails. I believe that they are refusing to do warranty repair, are refusing to return the revolver, and are even refusing to be contacted.

  Business Response

  Date: 03/27/2025

  BBB, thank you for the opportunity to address ******’s concerns. ******, first we would like to sincerely apologize for the inconvenience caused to you. We recently transitioned to a new ERP system and experienced some issues as well as delays in repairs, shipping, and response times. Your firearm is here in our facility and has already been evaluated and inspected and is unable to be repaired. We are reaching out to the dealer to go over the next steps. We will reach out to the dealer no later than the end of the business day today 3.27.25. 

  Customer Answer

  Date: 03/27/2025

  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 thank Taurus for responding. I'm not sure why I had to do this before I received a response from Taurus, but I appreciate them taking care of this issue.

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

• Initial Complaint

  Date:03/20/2025

  Type:Delivery 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 rifle from a local big box supplier in December 2024 and it had a free revolver rebate. I sent in the required information within the allotted time period sand on Jan 10, 2025, received an approval email saying 6-8 weeks delivery to my local FFL dealer. At week 9 when my FFL dealer hadn’t seen said revolver, I started trying to contact Taurus. I tried the listed email that came back as no longer valid. I called the number and it goes into eternal hold. They say you can push 1 for a call back but when I tried that, they called 2 days later when I wasn’t expecting it and now it seems that option “is currently not available”. I spent 3 hours on hold only to have the line disconnect at 5pm when they closed for the day. Tried again another day and thought I would get lucky since the estimated wait time was 20 minutes but the line went dead at 1 hour on hold. I ******* some emails for the business but only 1 responded saying “The Promotions Department does not manage the shipment of firearms to the FFL dealer”. I can’t get any help on an ETA for this firearm and see similar complaints on this site. Seems they are pretty good at blaming it on their new system. I would like my pistol and the .** mag cylinder for the aggravation and wasted time.

  Business Response

  Date: 03/25/2025

  BBB, thank you for the opportunity to address *****s concerns. ***** first we would like to extend a sincere apology for the inconvenience caused to you on our behalf. It was never and will never be our intentions to have the rebate take as long as it did. We are sure you are aware that we transitioned to a new ERP system recently and we ran into some unexpected issues. We are currently backlogged with shipping rebate firearms but are working as diligently as possible. Your rebate firearm has shipped via ***** tracking ************.

  Customer Answer

  Date: 03/26/2025

  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:03/19/2025

  Type:Delivery 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 01/06/25 I placed an order for 2 ********* on TaurusUSA website. I saw that the website said orders would not be shipped until mid January. I received an email confirmation that day for my order #****** . The same day I received an email saying my order status was changed to "awaiting shipment". On 01/07/25 money for the purchase was withdrawn from my bank account. On February 4th, I received an email stating " Shipping Update: We are prioritizing the fulfillment of older orders and are making steady progress. Rest assured, we are doing everything we can to ensure your orders are shipped as quickly as possible.". On February 17th, I sent a message through the TaurusUSA website Inquiring the status of my order. On February 21st, I received a response from "Keshia" stating my order would be shipped on February 28th and a tracking number would be supplied via email. On March 7th, I added to my existing ticket on the TaurusUSA website, asking Keshia if there was an update to the information she had given me since I still had not received an email confirmation on shipping. I have received no response to that message. On March 17th, I called the customer service number and spend over an hour on hold before leaving a call back request. No one called back. Today, March 18th, I spent 3 hours on hold hoping someone might pick up. Had I come to the BBB website and seen 4 pages of complaints since the first of this year, I would never have ordered from TaurusUSA. I have also seen in TaurusUSA's responses to complaints they are having issues with a new ERP system. This issue is damaging their reputation. This is not the problem of their customers and needs to be corrected. My order was placed over 70 days ago and I am asking that either my ********* ship within 7 days or my money be refunded.

  Business Response

  Date: 03/25/2025

  BBB, thank you for the opportunity to address ******s concerns. ******, first we would like to extend a sincere apology for the inconvenience caused to you on our behalf. Yes, we have transitioned to a new ERP system, and we are still working out some unforeseen issues. Your order has shipped via **** tracking **********************. Your order was delivered yesterday 3.24.25.

  Customer Answer

  Date: 03/26/2025

  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,
  ****** *****