Complaints

• Initial Complaint

  12/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Thank you for participating in Gear Up 2024. Your claim for the promotion has been approved. Please allow 8 to 12 weeks for delivery from date of submission. We appreciate your patience and thank you for choosing Springfield Armory®. If you need further assistance, contact Customer Service at ************ or *****************************. Sincerely, GearUp Promotion Phone: (**** ******** ****** ***************************** Gear Up 2024 Promo Redemption Confirmation Number ******* It’s been over the 12weeks. I emailed a lot with no reply. We have received your information about your HELLCAT 9MM 3" PISTL,BLK OSP MANSAF. Your submission will be processed shortly

  

  Business response

  01/07/2025

  We sincerely apologize for the inconvenience.  The Gear Up promotion was a very successful promotion and we have experienced delivery delays from our suppliers resulting in a delay to the consumer.  We are very sorry and doing everything we can to get caught up.

  Thank you,

   

• Initial Complaint

  08/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On August 2nd, I received an email from Springfield armory regarding a promotion they are offering for the purchase of a firearm to gearup and get 3 extra clips, an optic and a range bag. Upon purchasing the Springfield hellcat pro I attempted to fill out the promotion to claim the offer. The website told me to call customer service. I called customer service and they said that the one particular model of hellcat pro I purchased was not a model that was part of that promotion. According to them, models of firearm that already have optics are included in the promotion but not mine? They didn't explain this in the email, there is no link to any terms and conditions the email says select hellcat and hellcat pro firearms. It doesn't say select hellcat pro firearms. When you click on hellcat pro within the email it takes you directly to a page showing off the hellcat pro comp and look at the new latest an greatest. This is a classic bait and switch from Springfield armory and goes against ICFA consumer regulations and puts undue hardship on the consumer who is expected to know information that is not provided in an easy to locate format. Even the people in the store I purchased the gun from were telling me how to file for the promotion. Springfield armory did a terrible job of setting up and administering this promotion. I purchased the gun in good faith because of the promotion and now they're telling me that there's nothing they can do. I will also be filing a complaint with the Illinois Attorney General's office for setting up of a bait and switch.

  

  Business response

  09/16/2024

  We sincerely apologize, the promotion states that it is for "select Hellcat and Hellcat Pro" models.  The customer purchased a Hellcat Pro Comp which does not fall within the parameters of the promotion. 

  Thank you,

  Springfield Armory

  Customer response

  09/17/2024

   I am rejecting this response because:

  This is not about what the promotion states according to Springfield armory after the fact. This is about the fact that Springfield armory sent a misleading promotional statement in an email to consumers and then requires you to enter the serial number of the firearm only for the system to tell you that it's not included. The terms and conditions of the promotion were not included in the email. There was no link to them, even on Springfield's own website. They added a link to the page for the terms and conditions after I submitted my initial complaint. This implies on the part of the business that they know they made a mistake and have caused consumers undue hardship. This complaint is not just about me. Even the customer service representative I spoke with from Springfield armory said that many people had called in about the same issue stemming from their unclear promotion. The promotion in the email said select hellcat and hellcat pro and then on the website they changed it to select hellcat / hellcat pro. The wording denotes two different connotations. Now that I have purchased the gun I can't return it to the store and Springfield armory refuses to make it right. As I stated in the original complaint, this promotional offer was literally the whole reason I purchased the gun. They knew what they were doing. After researching online many other customers have unfortunately had this experience and I intend for consumers to be aware. You can see in my attatched screenshots how they have changed their website, following my complaint. This was a bait and switch with a new variant so that Springfield wouldn't have to honor as many redemptions of this promotion. I have been a loyal Springfield customer for years and for them to not even attempt to offer any resolution tells me and any future consumers everything we need to know. I WILL NEVER PURCHASE ANOTHER SPRINGFIELD WEAPON AND I WILL MAKE SURE TO TELL EVERYONE I KNOW THE SAME.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for a SMSc Red Dot 6/14/2024. The red dot has movement on the slide of the Hellcat Pro OSP. The red dot is supposed to be sturdy and stable. The Hellcat Pro OSP 9mm Handgun is compatible w/ Shield SMSc: This model has a slide milled with the Springfield Micro™ footprint, which is designed to fit the most popular micro red dots. In addition to the red dot being moveable on the slide, the screws that come with the red dot package the thread does not match the Hellcat. The screws were tight, but the threads do not match the Hellcat hole threads. The red dot does not work with this gun. I have emailed and left voicemail with the company. I have not heard back from them. I would like to have a refund of my purchase. They only give us a 30 day window from purchase. I did not receive an auto response from the email. So I do not know if it were received. I spent good money on this red dot and feel like I should receive customer service. How long does it take the company to respond to customers?

  Customer response

  07/02/2024

  The company reached out to me today after I left them another voicemail. This time I said it was urgent and it was my second voicemail.

  I have an RMA to return the red dot.  The kind customer service lady said that they will inspect the product and then refund my money.

  I want to keep this complaint open until I receive the refund. The  customer service lady said it could take a few weeks for them to actually inspect the red dot. So I am on hold until then.

  

  Business response

  07/22/2024

  We sincerely apologize for the inconvenience caused and will have one of our customer service representatives give you a call to discuss and resolve this issue.

  Thank you,

   

  Customer response

  07/25/2024

  On July 23, 2024 - The business has sent me an email stating that the refund will be processed in a couple of days. I want to keep this complaint open until I see the refund on my credit card. I am happy that the business is honoring a refund.  Good job. Thank you 

  Customer response

  07/31/2024

   I am rejecting this response because: I have not received my refund as of yet.  No one has called me.  I have been constantly contacting Springfield by email and phone to resolve this.  I just spoke to a nice gentleman by the name of ****.  He is going to assist me to see what is holding up the refund. He will call me back tomorrow after he contacts his accounting dept.

  My understanding was that the refund was being processed, but that has been over a week ago.  I was told to contact my credit card co. because it the case was completed.  I do not see the refund, the credit card company does not see anything either.  I have not received an email saying that a credit memo has been processed.  So I am unsure the status of this issue.  I do not want to close this BBB case until I have been refunded in full.

  
  

  
  

  Customer response

  08/02/2024

  I spoke with customer service for the past couple of days. 
  They were very nice, and the refund has been issued.
  It has posted back to my credit card as of today. 
  I am satisfied with this resolution.

  Thank you
  

   

   

• Initial Complaint

  05/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered and paid for a ******* Rifle in the beginning of Jan 2024. When I bought the rifle it had a **** ** Promotion, which once you sent in proof of purchase, you would receive a red Dot Scope, Extra Magazine and a Sling. The ship time was said to be between 8 and 12 weeks. It is now double the time and Customer Service says they have no idea why the upper management haven't offered a solution due to the sling not coming in yet. How long is it going to take for the management to come up with another plan, get a new sling manufacturer, offer us the two items now, or give us another sling from another company. We as customers pay a lot of money for these rifles and if you offer a **** ** you should have had all the products available. It sees as thought eh management doesn't care how long it takes. Its the attitude now in our Country to not care about the customers. There are so many other gun manufacturers that we could have bought from. Another option would be to send the two items they have now and get the sling when it comes in ask if we want to forfeit the sling all together. I want Springfield Armory to come up with a solution now!!

  

  Business response

  06/06/2024

  We do sincerely apologize for the inconvenience.  The promotion was more successful than anticipated and unfortunately the sling supplier is backordered.  We are expecting delivery any day now and will be sure to immediately ship the remaining promo packages.

   

  Thank you,

  Customer Service

  Customer response

  06/10/2024

  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.

• Initial Complaint

  03/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a Gun slide for a handgun on 3/8/24, received it on 3/11/24 and found the part was not compatible with my weapon, returned to them on 3/15/25 and they received it on 3/18/24 and as of the date 3/31/24 they have not returned the funds to my CREDIT CARD!

  

  Business response

  04/01/2024

  We confirm receipt of the returned slide and will be processing the refund.

  Thank you,

   

  Customer response

  04/01/2024

   I am rejecting this response because: they have had the part for over 2 weeks and they still haven’t processed the transaction. I have emailed them and called and to no avail I still haven’t received the returned funds! I want it done within the next 24hrs! 
  
  
  

• Initial Complaint

  04/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a firearm through a retailer (************) which was a Springfield Saint Rifle. The rifle was massively defective and I sent it back to Springfield under their lifetime warranty program. I listed everything that was wrong with the firearm and sent it to them. After about a month and a half, I got the rifle back, and they did nothing to rectify the issue. They are fine with me sending in the firearm to warranty it again, but that's where the issue starts. I live in Washington State and we are currently being faced with hb-1240, which bans the sale and transfer of "assault-style weapons," which this rifle lands in that description. The issue with this is that the bill is not very easy to understand and nobody knows what it entails. They are telling me that they cannot warranty the rifle if the ban passes, which would leave me with an unusable and unsafe rifle. I understand that they have their ways of conducting these warranty services and that they have to abide by the law, but they sold me a defective firearm and are not wanting to work with me at all. I've come up with numerous ways to rectify the issue, but they insist that I need to send it back first for anything to happen, and if the law passes they can't send it back to me, they will just keep the firearm, and basically, the money that I spent on this rifle. All I'm asking from them is to send a new upper receiver and once I receive that (and I know I'm in the green) I can send my other one back to them. All this is, is a part of the firearm that is still LEGAL to ship, but they do not want to do that. I understand that they have their process, but it's already been sent to them and I got no resolution, and now I am running low on time to do anything about it. I am willing to provide invoices, emails, or whatever you guys need to help get this in motion, but I keep getting the run around from them and the customer service is rude and condescending. Please use this as a warning for others also.

  

  Business response

  04/17/2023

  The law has not passed in Washington State at this time; therefore, there is still time for *** ****** to send his rifle in for repair.  

   

   

  Customer response

  04/17/2023

   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.

• Initial Complaint

  04/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In March 2023, I purchased a Springfield Prodigy firearm. During the initial release of this firearm, there were multiple reports and videos showing that this firearm is problematic and has functional issues. Springfield is well aware of this ongoing issue however most of the time it can be fixed with a simple magazine swap as the ******** are slightly different then the *** mags that were copied. My firearm started having issues after about 300 rounds. Most of these were simple feed issues but were easily fixed when swapping the ******** provided by Springfield for *** mags. Once I tried the *** mags, I successfully shot 866 rounds without failure proving the mags simply needed to be replaced. I reached out to Springfield armory’s customer service to ask for 2 new magazines to be sent out. I simply wanted a new 17 and 20 round mag and even offered to send the broken ones back. Despite talking to TWO different reps, both said the firearm needed to be sent in DESPITE me telling them I am certain it is the magazines and has nothing to do with the firearm. I was then told they would have it for up to SIXTY days to diagnose and fix the issue or in this case, replace two mags. Customers spending upwards of $1500 for a firearm should not have to send back a new firearm and wait TWO months for something to be fixed. Aside from my personal prodigy, to date I have seen 2 others purchased from our store have issues. One included the rear site flying off. This is completely unacceptable customer service. I have called two other manufacturers in the past several years with magazine spring issues and without hesitation, both companies sent out replacement magazines. Springfield Armory’s reply is that it “may” be more than just the magazines and therefore we need the firearm to check it. As mentioned this is completely unacceptable customer service. I have since completely stopped representing or advising customers on a potential purchase from Springfield Armory.

  

  Business response

  04/17/2023

  It is Springfield's policy to inspect the firearm in case there is an issue with it.  We are not having any problems with magazines; therefore, we need to look at the pistol.

   

  Customer response

  04/21/2023

   I am rejecting this response because: As stated in the original complaint, when switching to *** mags, the gun ran flawlessly for over 500 rounds. The moment we went back to the stock mags from Springfield, it reoccurred time and time again. Intere***ng that almost every other manufacturer will START with mag replacements and not ask a customer to send back a firearm that has a SIX week turnaround time. There are numerous ******* videos proving the mags to be one of the primary culprits of feed issues. Nonetheless, Springfield's response and "policy" shows customers all we need to know. Working in a gun store, I personally have successfully moved 19 customers away from Springfield and over to either *** ****** or ***'s. I developed such a passion of distaste for SA, that I now offer a free energy drink or 1 **** ***** sandwich on me for every sales rep that successfully moves a customer off SA to any other company. In total we are 36 for the month.
  
  

  

  Business response

  05/16/2023

  We do sincerely apologize for any inconvenience.  We will be happy to expedite the process should he want to adhere to our initial request of sending the pistol in.

• Initial Complaint

  10/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought two of these pistols solely based on the Gearup Promotion. The promotion promised 3 additional magazines and a range bag. Springfield did not fulfill their obligation for the range bag and opted without prior approval to substitute a gun case. The range bag was my primary motivation since I already had magazines. Solution is simple. Send the range bag that was promoted by paid Youtubers and your advertisements.

  

  Business response

  10/31/2022

  We apologize that the range bag was not included in the customer's package.  On the website attachment that the customer sent for the Gear Up, the following statement is also listed.

   

  All Hellcat®, XD®, XD-M® Elite and XD-S® Mod.2 handguns are eligible for Gear Up 2022. Promo items subject to change based on availability.

   

  Therefore, the range bag was substituted with another type of bag.

   

   

• Initial Complaint

  09/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I order a hex dragonfly on 7-15-22 I****** * ******* when I received it I went to install it using the supplied low profile mounting base and per instructions to torque the screws to 12 inch pounds 2 of the threads in mounting base pulled out at 10 inch pounds. I've contacted customer service on 3 occasions 2 times assuring me that they would send me a new one. First I get a round disk for sighing in the hex dragonfly (I don't need that or want it) I contacted them told them it was wrong so they sent me out a 1/3 riser mount ( I don't need that or want it) . The haven't gotten back to me by email for my 3rd attempt at resolving the issue What I need is the low profile mounting base that comes with the hex dragonfly. Or refund my money. I'm coming up on 2 months and I have a useless $250 red dot that I can't use but has a lifetime warranty that apparently means nothing

  

  Business response

  09/21/2022

  Springfield shipped the Dragonfly mounting base with screws to the customer.

  Customer response

  09/22/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 1******** and find that this resolution is satisfactory to me. Thank you bbb for your help . Because of your involvement seems they stopped playing games

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new M1a earlier this summer. The rifle was sold with an inspection card signing off the headspace was in spec and even provided the headspace measured. The first day I had the rifle it suffered from many failures to eject. The range gun smith had a USGI headspace gauge. The rifle easily closed on this gauge that was much larger than the headspace listed on the inspection card. The rifle was sent in for a warranty claim at that time. Springfield replaced the barrel and rear sight elevation knob. Assured me they range tested the rifle and sent it back. First trip to range after receiving the rifle back it was shooting roughly 7-8 feet high at 100 yards. Upon further inspection I found copper all over the flash hider orifice. Bullets we’re ricocheting off the flash hider. You would think if Springfield had actually tested the rifle they would have noticed this… Now they are refusing to refund or issue me a new firearm. I am expected to send it back (taking a second vacation day to receive it as it requires a 21 yo signature upon return) in hopes they can assemble the rifle correctly on the 3rd try. I paid for a functional rifle and did not receive one. After a trip in to warranty and several months after purchase I still don’t have a functional rifle. Furthermore the quality control at Springfield is negligent. Someone is going to get hurt or killed.

  

  Business response

  10/05/2022

  We sincerely apologize for the issue Mr. ****** is experiencing with his rifle.  It is not Springfield's policy to issue refunds if the product is able to be repaired.  We ask that Mr. ****** call our Customer Service Department at ************ in order to receive a call tag for Springfield to retrieve the rifle for full inspection and repair.

   

  Again, we apologize for any delays this has caused.

  Customer response

  10/05/2022

   I am rejecting this response because:
  Springfield can provide a refund as I already received one and cashed the Springfield Armory check.
  
  

*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. ↩