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:12/17/2024

  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.

  This comes after attempting to contact the business. First time I called them when I was connected to an agent with no help, and the second time I emailed them and got no response at ALL. Recently, I came across my Brownells order (I placed), which was never refunded to my credit card. Upon seeing this I contacted customer support who told me I was refunded, but in the form of a credit (or gift card to my account). When I had originally initiated the return for this order, the lady I spoke with in the chat bubble on your site assured me the money would be refunded to my credit card and all I had to do was ship it back. In fact, I had a screenshot of it however its been so long I can no longer find it. Its also not like i was returning a product because I no longer wanted it or anything along those lines, I was returning it because I had a genuine fear for my safety as I thought the product I bought was going to blow up in my face. (She told me she was not going to charge me return shipping as this seemed to be a quality issue with the product but thats minuscule at the moment). When speaking with a customer service *** on the phone, I was told about this 45 day rule (which no one had ever mentioned to me in the past). She said my product had to be back to you guys in 45 days, when that makes no sense. I initiated the return far less than 45 days after receiving it, and shipped it out far less than 45 days after getting the p***aid label. I think the circumstances are extremely unfair- and casts a shadow in my eyes on your company and how you treat customers. I returned my items (upheld my end of the deal), and never got the money back. The customer service *** lied and was deceitful as I was told the money would go back to my card, and only my card. They lied to me and now I am out of luck. I was sent a credit, but will never use it nor shop at *********. (I never agreed to this in the first place) and this whole situation *****. They are now ignoring my emails.

  

  Business Response

  Date: 12/17/2024

  After researching this issue, it was determined that the order was placed on 12/27/2023 and invoiced on 12/31/2023, the return was received by Brownells on 2/26/2024 which is 56 days after the order was invoiced.  Brownells' return policy is listed on our website and clearly states if a return is received by Brownells after 45 days the refund is in the form of a Brownells gift card. Since this return was received after the designated time frame a Brownells gift card was issued in accordance with our policy.

   

   

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22698079
  
  I am rejecting this response because the associate I spoke with TOLD ME EXPLICITLY it would be refunded back to my credit card, and I shall not be held responsible for false information given on her end. We are talking 11 days after your said deadline, not a month or something crazy like that. I would say the same thing though. I did return it within 45 days of receiving it, and I did send it back less than 45 days as to when I got the label. So shipping delays and stuff like that can affect ones ability to receive a refund? Are you guys purposely delaying the time to spend labels or help customers so you can do this sham? From when I revieved the item, I shipped it back within ********************************* my hands for 45 days. It was barely a week on my end. And once again I was never told anything about this. It was holiday season and most reputable businesses extend their policy during this time (clearly you guys aren't). I am not being held responsible for information told me to my an associate and want the money refunded to me in clear and full.  A refund to my credit card is the only resolution I'll reach, and will also be reaching out to my credit card issuer to get back the money in full. 
  
  ******* ***

• Initial Complaint

  Date:11/26/2024

  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.

  I have a brownells brand Glock 1-3 recoil spring that was a captured recoil spring. The plastic price broke off and is no longer captured and extremely hard to put in place without it being captured by the plastic price that broke off the guide rod. I called to get it replaced under the lifetime guarantee and was told since they cant find my order by my phone number Im out of luck because they NEED an order number and proof I bought it. Its a brownells branded item, and o would like it replaced.

  

  Business Response

  Date: 11/26/2024

  In researching this claim, there are two accounts for Mr. ************** Neither have a Brownells brand Glock 1-3 recoil/capture spring on any order.  We have reached out to Mr. ******** via email, to advise without an order number we do not know what specific item he has.  We have provided the current sku we carry to see if this is what he has or needs.  

• Initial Complaint

  Date:08/05/2024

  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 was sent a replacement pair of optics from Brownells. I decided to return them and the agent in the live chat sent me two different **** labels. I asked for ***** labels because **** has a history of losing high value items. I was told I could only get **** labels and if they were lost in-transit I would still be refunded. I contacted Brownells weeks later just for them to "deny" my refund because they don't allow of the returns of replacement even though I was giving labels. Now they were going to give me a giftcard instead but I still haven't even received the gift card in over a month. I tried filing a claim with **** but was denied due to not being the one who created the label.

  

  Business Response

  Date: 08/19/2024

  Upon looking into this matter, it was determined **************** opted for another replacement instead of the gift card when he was speaking with a Chat agent regarding the missing returns.  The replacement order was delivered on 8/12/24 to the address provided as show in the attached document.  

• Initial Complaint

  Date:04/11/2024

  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 placed an order for a YHM Black diamond upper receiver on February 25 (shipped on 26th). It had multiple issues when I shot it (not even 20 rounds). I started the return process and sent the item back on April 1. I received an email at 8:53 a.m. on April 4 saying it had been returned and that I should receive my estimated refund of $629.99 in 4-7 business days. Today is April 11 and no refund, no email, nothing on my brownells account in the returned section. I called and spoke to a CS rep, and was told that it's 4-7 days after they open the package which may not get opened for another few days after they receive it. I asked about how many more days I should be expecting a refund, and she told me that they "just got to the pallet mine was on and it should probably be Wednesday (April 17) at the latest." I told her that they may want to update their website to let people know that they may have to wait an unknown amount of time to get their refund, apparently since the time doesn't start as the email states, but when they get around to opening the package. I would like to receive what I paid in whole including taxes and shipping which equals the total of $687.99 and not just an estimated refund of the item cost.

  

  Business Response

  Date: 04/11/2024

  ********************** return was processed today, he will see two refunds on his card.  One for the merchandise and one for shipping and shipping protection.

   

  Customer Answer

  Date: 04/12/2024

   
  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:04/08/2024

  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.

  04/06/24 False advertising via email (clickbait).I received an email from Brownells that stated there was a weekend-only deal for ammunition. The top item list was for Remmintin 9mm ammunition for $0.00 with no limit listed in the email advertisement. When I clicked on the item inthe email it took me to ********** website where the items price was $33.99 per unit. I contacted Brownells via live chat and was told that they would not honor the price for the item. Please see the screenshot ofthe email and the chat script. I did not complete the purchase as the price was not what they advertised.

  

  Business Response

  Date: 04/08/2024

  The pricing error in the email was resolved shortly after it was identified.  This was human error with no intent to deceive our customers.  As ****************** mentioned, the correct price was listed on the Brownells website.   

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21540306
  
  I am rejecting this response because:

  The cause of the error does not affect how it is view by the people that see it. Nor does it absolve the company of their responsibility to honor the price in this case. In the attached script from Brownells representative I was plain that the error was not widely known. If it was then an email could of been sent to all customers explaining the error and correcting problem. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/15/2024

  The error was brought to our attention by you, and we appreciate you letting us know. The price was correct on our website, and we informed you when you contacted us, we were unable to honor a $0 price. The price was corrected and customers who had not opened the email yet would see the correct price. 

• Initial Complaint

  Date:01/26/2024

  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.

  Brownells uses a *** locator map so customers can see where an *** is located. The *** for business, *********************** shows it in the incorrect location. The map pin is not accurate and off by several miles. They have been contacted numerous times regarding this. At first they argued and said it was correct when it wasn't. They the said they would look into it. Now they are not replying at all and have not correct it. I advised them I would follow up with a BBB complaint if they didn't address it and they haven't. See the attached map diagram. It shows where is wrong and where it should be.

  

  Business Response

  Date: 02/08/2024

  Brownells FFL locator pulls from ****** Maps, our internal developers are looking into why it is not showing appropriately. 

   

  Customer Answer

  Date: 02/09/2024

   
  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.
  

  I was made aware yesterday that it as finally been corrected. I verified same on the website. I can consider this closed.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/16/2024

  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.

  I paid for 2 day guarantee delivery. The shipment did not come within the 2 business days as promised. When i called them about the issue and requested a refund, they basically told me to kick rocks and it is not their problem. This is extremely unprofessional. No matter what the reason for the delay was, if I paid for 2 day guaranteed shipping, it should be honored, and refunded if it is failed.Order was made on January 7th, ****. Item shipped on January 7th, ****. Item did not arrive on January 10th **** like promised.

  

  Business Response

  Date: 01/16/2024

  In looking into this complaint, it appears the order was held up in ****************. No specific reason was given; however, we have been having severe weather in this area that could cause delays. Tracking shows the package was delivered on 1/11 at 2:49 pm.  A refund has been issued for the difference between the shipping option ******** selected and the shipping service he received. To get the refund requested, ******** will need to return the product. 

   

   

• Initial Complaint

  Date:01/08/2024

  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.

  Subject: Unacceptable Wait Time for Order #********** Dear [Customer Service],I hope this email finds you well. I am writing to express my deep disappointment and frustration regarding the excessive wait time I've experienced for my recent order, #**********, placed on January 4, 2024.Despite the product, a MK18 STRIPPED SOCOM UPPER RECEIVER W/ HANDGUARD, being initially listed as "In Stock" during the order, there has been an unacceptable delay in the shipping process. As of now, I have not received any updates or tracking information, and the lack of communication is disheartening.I opted for the Standard Plus **** delivery method, expecting a reasonable processing and shipping timeframe. However, the extended delay is causing significant inconvenience, impacting my trust in your company's commitment to timely service.I kindly request urgent attention to this matter, with a clear explanation for the delay and an estimated shipping date. It is crucial to maintain open communication with customers to ensure transparency and satisfaction.I appreciate your prompt resolution to this issue and look forward to a timely update.Sincerely,******************* Customer Number: **********

  

  Business Response

  Date: 01/08/2024

  In looking into this situation, order ********** was received on 1/4/2, it went into process on 1/5/24 and shows **** tracking (**********************) was assigned on Sunday, 1/7/24.  This should be picked up by the carrier today as they do not pick up from our facility over the weekend.  Our warehouse is currently a few days behind in processing orders due to the influx of orders received over the past two holidays and is working extra hours to compensate for this.  We attempt to process and ship all orders within 48 hours of receipt. 

  Customer Answer

  Date: 01/08/2024

  Your explanation of the delay in processing and the carrier switch from ***** Ground to **** is unacceptable. I explicitly requested ***** Ground during a call, and this oversight is a clear deviation from my preferences.
  

  
  Considering the prolonged delay and the blatant disregard for my shipping choice, I demand a partial refund for the inconvenience caused. It is utterly frustrating to encounter such incompetence, and this situation only adds to the growing list of grievances with Brownells.
  
  I expect this matter to be addressed promptly, and your organization needs to take immediate corrective action to rectify these ongoing issues.
  
  Sincerely,
  
  *******************
  Customer Number: **********
  
  

  

  Business Response

  Date: 01/16/2024

  A shipping refund was issued to ************** on 1/9/24.  

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21107412
  
  I am rejecting this response because:

  Yes I was refunded. A laughable $10.51 for their lowest of the low **** Ground Advantage shipping. I do not accept that amount as redemption the inconvenience caused by this. Today was day (16) since the order was placed. I will never ever return to Brownells ever. This entire experience was absolute garbage. Especially after spending $800 on a single line item and customer service completely dropping the ball. 

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

• Initial Complaint

  Date:01/08/2024

  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.

  I contacted them after an order of 4 10 round magazines for **** socom. I noticed they took payment for $132.35 on December 28th 2023. Then noticed another charge for $131.56 occurred on the 4th of January ****. I called them to get it corrected and was told that I had to stop payment through my bank. I wasn't satisfied with the outcome of that and demanded to speak with a supervisor and was told (They were too busy at the moment but would have them call me back. I had that conversation at opening time and waited until almost closing time to follow up because I hadn't gotten a call. I talked with another representative that told me there were no notes on my account disputing any charges and eventually got hung up on when they knew I was upset. No curse words were said and still got hung up on. Wow!!! I noticed another email saying another charge for $131.56 is being processed for the same thing shortly after the last conversation. I am really upset and need help.

  

  Business Response

  Date: 01/16/2024

  The extra charge seen by **************** is a pre-authorization and subsequent charge.  Brownells does pre-authorize the card to ensure sufficient funds are available. Once the order is processed, we will finalize the transaction. Bank Institutions hold this balance as unavailable from the individuals account until either the merchant completes the transaction, or the hold falls of. The fall off is when the bank renders the balance available again and can vary based up the type of card. Debit card authorization holds can fall off the account anywhere from 1-5 days after the finalized transaction date depending on the individual's bank policy. Credit card holds may last as long as 30 days, depending on the issuing bank. The pre-auth is automatically closed on our end once we finalize the transaction.  This was explained via chat and in a follow up telephone conversation.  I do apologize the initial agent **************** spoke to was unable to articulate this information.  **************** was also offered a Brownells gift card for the inconvenience, which he refused.

   

   

• Initial Complaint

  Date:01/02/2024

  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 product from BROWNELLS website. The value is over $500.00 When I received he product it was previously owned/used and NOT in new condition. I confirmed this with the products manufacture in writing. I attempted to get an exchange and Brownells employee ***** said one was being sent out right after we spoke. The I did not receive and again contacted customer service and they disconnected me during a chat.Additionally they sold me an outdated version of the product.

  

  Business Response

  Date: 01/02/2024

  ****************** has spoken to a member of the leadership team, a replacement order has been issued, order number **********, and is currently in the process of being shipped out. ****************** will receive tracking information via email once it is assigned to his replacement order.