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:08/27/2025

  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.

  ********** is unwilling to remove subscription from there customer. When you go to the site and login. Go to account setting. There NO WHERE to cancel subscription. They force to to pay them this subscription fee, a real scam! The site is extremely poor with communication and refuses to address any customers complaint.

  

  Business Response

  Date: 08/27/2025

  Good morning ****, 

  We have cancelled your Gold Membership, per your request. Gold Membership is NOT a mandatory subscription. We do not force our users to have or maintain a Gold Membership. Renewal notices for Gold are sent out 2 months prior to the annual renewal being charged, affording users who wish to cancel ample time to be able to do so. Your account balance is set to $0. 

• Initial Complaint

  Date:08/23/2025

  Type:Billing 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.

  Very disappointed. I logged into my account and made a bid on a gun and for some reason later that day, my account was restricted and it was asking for a copy of my drivers license and another document or else I can't do anything on the website. I submitted the documents and support has been silent and will not reply. It feels like they purposely messed with my account right after bidding to make me need support as fast as possible in order to not lose a gun I really want to push me towards the gold membership to get real support.

  

  Business Response

  Date: 09/02/2025

  We have reviewed your request. We see that you may be using a *** and our system does not permit users to access our site via the *** that you are using. At this time, your account is active with no restrictions. We assure you that we do not push our Gold membership on any users. 

• Initial Complaint

  Date:07/17/2025

  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 sold a gun on gun broker on 7/4/2025. Their site says the buyer and seller have 5 days to contact each other and agree on a form of payment. I did that and the buyer told me in an email that payment was sent certified check on 7/7/2025. It is now 7/17/2025 and I have not received payment. I have emailed gun broker (they do not have a customer phone number to call) but no one gets back to me.

  

  Business Response

  Date: 07/24/2025

  Good afternoon ***, 

  We see that the order was not completed. We see that you marked the order as cancelled and initiated a credit request. We do see that the credit for the request was processed and you were issued a credit to your account as of 7/21/2025 for the fees and sales tax associated with the order. 

• Initial Complaint

  Date:07/08/2025

  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 sold a rifle on Gunbroker.com and used their website to create the shipping label. On 3/25/25, there was a fee adjustment of $64.99 added to that shipment. There was no notification. I contacted *** first to try and dispute this, but since the label was created through Gunbroker.com, I was unable to dispute it myself. I have submitted two tickets for customer service on ******************** to try and fix this issue. Unfortunately, their customer service is virtually nonexistent. The first ticket was submitted on 4/17/25 and I did not receive a response until 6/3/25. The second ticket for the same issue was submitted on 5/31/25 and I have not received a response for that one. The issue is that *** did an audit on this package during the shipment and found it to 40lbs rather than the 6.7lbs I reported. The one and only response from **** at Gunbroker.com tried to explain why this happened, and I responded, requesting that they dispute it with *** because I know they are mistaken. All my packages are measured and weighed during my process of creating a shipment, I do not simply imagine these things. I would dispute this myself with *** but I cannot like I explained. It is time for the folks at Gunbroker.com to do their job and actually conduct customer service like a professional business.

  

  Business Response

  Date: 07/09/2025

  We have investigated this matter with *** and they stated that the dimensional weight of the package was inaccurately measured. They created a price adjustment for the dimensional weight. A refund for the price adjustment of the shipment will not be granted, as *** deems the package larger than the dimensions that were provided. 

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23569323
  
  I am rejecting this response because: I have asked ********* to dispute this with ***. We have already determined that *** said the dimensions were inaccurate, but that is the issue I am asking them to dispute. I did not simply make up dimensions, I measured it out and weighed the package. *** is in the wrong here, and I would deal with this myself but they do not allow me since the label was created through Gunbroker. I am still requesting that Gunbroker go through the motions to dispute this with *** and once that is settled a refund of the adjustment.
  
  Sincerely,
  
  ***** ****** Laan

  

  Business Response

  Date: 08/14/2025

  We have reached out to *** concerning this matter, and appealed their decision. They will not issue a refund for the shipping adjustment and stand by their decision regarding the dimensional weight of the package. We apologize for the frustration and any delay you feel you may have incurred, as we had to await their decision to our appeal. 

  Customer Answer

  Date: 08/14/2025

   
  Complaint: 23569323
  
  I am rejecting this response because:
  
  I look forward to hearing the result of the appeal.

  
  Sincerely,
  
  ***** ****** Laan

  

  Business Response

  Date: 08/25/2025

  The results of the appeal were not in your favor.  UPS stated that the dimensional weight of the package was inaccurately measured. They created a price adjustment for the dimensional weight. A refund for the price adjustment of the shipment will not be granted, as *** deems the package larger than the dimensions that were provided. The appeal was denied. 

  Customer Answer

  Date: 08/28/2025

   
  Complaint: 23569323
  
  I am rejecting this response because:
  
  This is unsatisfactory, I will not be using shipping through Gunbroker anymore.

  
  Sincerely,
  
  ***** ****** Laan

• Initial Complaint

  Date:06/22/2025

  Type:Billing 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 Fri, Jul 26, 2024 my account was terminated without giving a reason. I had sold 2 guns on the website without any complaints from the buyers. I also have receipts of the transactions from my FFL. After submitting tickets to the support team I was told my account couldn't be reactivated and I wasn't given a reason why my account was terminated. Even after showing my ID and gun permit to prove my identity, they wouldn't reactivate my account.

  

  Business Response

  Date: 06/26/2025

  Good morning *****, 
  Per the User Agreement and Site Rules, which are located on the BBB account here, as well as GunBroker.com, and which must be agreed upon at activation of an account, you were in breach of these terms by opening multiple accounts which were found to be in breach of the User Agreement and Site Rules as well. Unfortunately, we are unable to reactivate or activate a new account at this time.

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23502545
  
  I am rejecting this response because: I've opened another account because I was unable to change my password on my old one so I had to make another account. After my account with this email was closed without giving a reason, I tried to make another to see if I could sell another gun. I'm just trying to give you guys my patronage.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/01/2025

  Per our User Agreement, we reserve the right to reject your user registration by notifying you of our decision. Even after acceptance, we may terminate or suspend your account and ability to use the Site in our sole discretion, with or without cause and without prior notice to you.

• Initial Complaint

  Date:06/08/2025

  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 purchased a gun off of their platform and it arrived broken. Seller offered no solution and Ive been waiting 3 months with no response from gunbroker after filing a claim

  

  Business Response

  Date: 06/16/2025

  Good afternoon, 
  This is a duplicate concern. We appreciate your patience while we are processing the *** Claim. We must await the seller's to reply. We have responded to your support ticket, Ticket # *******. Please respond within GunBroker.com Support Tickets, as ********* does not conduct their customer support via the ********************** platform. 

• Initial Complaint

  Date:06/02/2025

  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.

  ********* is now charging an exuberant compliance fee when buying items. They claim it is to help fight the cost of government trying to shut them down. Its just another way they are taking advantage of consumers. Their legal problems are theirs alone not mine, its outrageous that they can pass this off as a self imposed tax which doesnt show up till after a bid has closed. Very dishonest practice.

  

  Business Response

  Date: 06/03/2025

  Good afternoon, 

  Thank you for reaching out. We have been charging a compliance fee since 2021, when the marketplace facilitator sales tax rolled out. The Compliance Fee is a fee assessed by GunBroker.com and added to the price of the Item at the time of purchase. The **** states have been very active in passing new laws applicable to GunBroker.com, including in the areas of taxation, privacy and firearms. These laws have increased the compliance costs of GunBroker.com substantially. The compliance fee is currently 1% of the purchase price of the item.

  The Compliance Fee is mentioned in our User Agreement and Site Rules, as well as our Help Section on the website. You can see it here: *************************************************************************************

   

• Initial Complaint

  Date:05/27/2025

  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.

  Business has locked out access to an account, and refuses to provide any information regarding the issue. Business accuses the customer of illegal activity. I have never committed, been prosecuted or convicted of any criminal offense aside from minor traffic violations. If evidence of any criminal wrongdoing or other violations exists, customer requests to discuss this with the business or at a minimum, face the accuser and discuss any evidence. Customer is of the opinion that no evidence exists, and that a minimal explanation may resolve any issues. However, as the business is uncooperative and unwilling to be civil regarding a serious accusation, I am looking for an external resolution to the issue.

  

  Business Response

  Date: 06/03/2025

  Good afternoon, 

  We see that our support team has responded to your request in Support Ticket #******* with instructions on how to gain access to the website. Please follow the instructions within the support ticket. 

  Customer Answer

  Date: 06/05/2025

   
  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:05/22/2025

  Type:Billing 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 sold a firearm on GunBroker on 4/11/2025 (Item #:1090100582). The buyer was sent an invoice from GunBroker for the total of $3250 (the price of the gun without shipping). The buyer asked what the shipping would be, and I told him it would be an additional $80.75. The buyer sent a payment by check for $3330.75. On 4/15 I was charged $189 for selling the gun. The check the buyer sent finally cleared 2 weeks later on 4/28 and the gun was shipped to the buyer that day. I received a email from GunBroker on 5/2/2024 that I owed $227.50 in sales tax. Confused as to why I was being charged sales tax, I contacted the buyer and asked them if they had a charge for tax and they said there was nothing on their invoice showing a charge. Per GunBroker, sales tax is supposed to be included on the invoice to the buyer, and the buyer is supposed to include the tax with their payment total, something GunBroker did not do! Because of that I had to not only pay $189 for selling the gun, I had to pay another $227.50 out of pocket for sales tax. Since then I've been unable to access my account. I've contacted customer service multiple times starting on 5/13. Now, today, 5/22, I receive an email saying that GunBroker is charging me another $170.50. I don't know what this charge is for since I have no way of accessing my account and I have no way of seeing what it's for or disputing it. I've contacted my bank and they are aware of the situation and have blocked GunBroker from accessing anymore money.I don't mind paying the $189 for selling the gun, but GunBroker screwed up and didn't include the sales tax in the buyers invoice. That should be charged to the buyer and I want my money refunded. Because of this mystery charge of $170.50, my bank account will now be negative and I'll be charged insufficient funds fees. I want a total of $398 refunded since I have absolutely no idea what the charge is for, no way to access my account, and the sales tax was not my s**** up.

  

  Business Response

  Date: 06/03/2025

  Good afternoon, 

  We have opened Support Ticket ?#******* to answer your question in depth. The fees and sales tax were appropriately charged and you were not charged twice. Please reply to the support ticket if you have any further questions, as BBB is not affiliated with ********* customer support. 

• Initial Complaint

  Date:04/06/2025

  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 have contacted Gun Broker several times and continually get a blanket e-mail in return that provides no resolution. I listed a firearm for sale but the item did not sale so I decided to keep the firearm. Gunbroker.com did not cancel my listing as requested and a bid was placed. I contacted the buyer and he agreed to not proceed with purchase. ********* then charged me $123.00. I went on their site and followed their protocol to request a refund but the only way you can do that is by relisting the item, which I did not want to do. Then I get a charge for $184 for sales tax on an item that is not sold. I have attempted to contact them again but they will not respond with any resolutions.

  

  Business Response

  Date: 04/23/2025

  Good morning *****, 

  We have investigated this matter. We see that you have opened three support tickets with ********* and that each one was answered. The first support ticket, 2398546, you were claiming to dispute your fees and we provided you instructions on how to file a credit request. You never initiated a credit request. You opened support ticket 2413441 on April 6 at 4:25 PM, and then opened 2413711 on April 6th at 9:42 PM.  We answered your requests by explaining that a credit request was never initiated during the allotted timeframe and as a courtesy we issued credits to your account for the fees ledger and sales tax ledger for the amounts that you mentioned in your complaint, leaving your account with a $0 balance due. You then requested that we closed your account, and we did as you requested. If a credit request had been initiated, as instructed, the system would have automatically issued the credits for the cancelled transaction. We hope that this explanation is adequate. 

  Have a wonderful day.