ComplaintsforEagle Sports Range

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 7/18/20** at 5:13 I went to pick up my ***** and ****** 9mm firearm. When I arrived to pick up my firearm I noticed Serial number and firearm description did not match the firearm for purchase. Eagle attempted to switch the description of a new gun with the dummy display located in the sale case. My purchase receipt date is 7/15/20** at 3:39 pm. I purchased a new 9mm with 2 additional magazines. When I came to pick up my purchase I quickly realize that the gun Eagle was try to give me was the same gun from the display. The gun I purchased on 7/15/20** was ***** and ****** competitor 9mm 17+1. The gun Eagle presented to me was a ***** and ****** 9mm 10+1 Competitor.I requested and exchange and Eagle declined attempted to force me to leave with the firearm. I requested for full refund and Eagle advised there are no refunds and all sales are final. I called the Oak ******* police department and obtain case # **-14556 and Cook County Sheriff and obtain case # Sh-**-********. When the sheriff arrived Eagle refused to return the purchase of the items. I did not take possession of the fire arm and I told to leave the store. I am seeking penalty and full refund of the purchase or 9mm $1173.98 and services I did not receive. $158.81.

  Business response

  07/23/2024

  This is a blatant falsehood and deceptive practice. The firearm you received at pickup was exactly the same as the one sold, as evidenced by both your signatures at the time of sale and pickup. Your complaint is about receiving a 10-round magazine instead of a 17-round one, which is illegal. We will not risk our business by transferring illegal capacity magazines to you. We apologize, but we cannot be complicit in your illegal activity. The firearm model either comes with a 10-round or 17-round magazine, and the 17-round version is illegal. We informed you of this, as recorded on our surveillance system, and you acknowledged it. You had the opportunity to inspect the firearm at pickup and disposition. We verify serial numbers multiple times, and our system requires multiple verification entries of the serial number upon sale and disposition.
  
  Despite your signing off on the firearm and it being registered to you, we offered to buy it back at full value, but you were unreasonable and disrespectful, despite our policy that all sales are final. You abandoned the firearm illegally, and as a result, you are permanently banned. Since the firearm is legally registered to you, we are turning it in to law enforcement. Additionally, your defamatory statements could lead to legal action. Our video and audio recordings contradict your version of events, which is entirely fabricated. Given your behavior, you should not own a firearm.
  
  Attached documents include both receipts and the *** Form 4473 Firearm Transaction Record, a federal document required to be filled out by both the dealer and the customer. Box 1 on page 1 contains the firearm information, which matches the receipts. When a customer first fills out the *** Form 4473, they are asked on the very first page to verify the firearm information. On page 2, box 22 contains the customers signature, and box 23 contains the date, certifying the answers provided on the form. After the legally required 72-hour waiting period, the customer must recertify the firearm information and their answers by signing on page 3, box 30, along with the date in box 31. Our employee also recertified this information in boxes ***** with their name, signature, and date.
  It is illegal to make false police reports, and we do not tolerate false accusations. We we request an apology, or legal action will be taken. The firearm was under strict detailed full custody from the time of sale to the pickup, as shown by multiple surveillance recordings. We adhere to strict custody guidelines for storage.

  Customer response

  07/24/2024

   
  Complaint: 22024058
  
  I am rejecting this response because: as stated before Eagle attempted to switch out the packaging of the firearm.  Eagle advised on my IPHONE video recording with the Cook County Sheriff present that we will return the firearm but the customer will not get the taxes back.  There are no illegal transactions with using Oak ******* Police and Cook County Sheriff to document Eagle to force a customer to take a firearm requested by the customer.  The customer never wanted the display gun/ which was handled and used because the locksmith attempted to repair the firearm.  Legal action and or full refund is the only option.  Also I did not use the gun range due to the fact the firearm did not work.  I will be seeking full reimbursement of the cost and material of the gun range. 
  
  Sincerely,
  
  ***********************

  Business response

  08/03/2024

  We did not advise you that we would return the firearm.Legally, we cannot return a registered firearm that you picked up and signed for. The only legal option we had was to offer to buy it back from you at retail price, which is what you paid without the taxes, as we cannot pay back the taxes. Since the firearm is registered to you, it is legally considered used and you signed for it. You fabricated a story to law enforcement, falsely claiming that the serial numbers did not match what you bought and that we changed the serial numbers. This is untrue. We did not sell you a display gun, and our gunsmith never touched your firearmthis is also a lie. Your request for a refund is denied; you legally signed for and purchased the firearm. You were given multiple opportunities to inspect the firearm at the time of purchase, pickup, and registration. Your issue was wanting a 17-round magazine capacity, which we cannot provide legally; we can only offer a 10-round magazine. The firearm is available only in 10-round or 17-round capacities, and you were aware of this. To reiterate, your request is denied.You have acted dishonestly and illegally. We do not tolerate such behavior and will not risk facing criminal action or losing our license by providing you with a firearm over the legal capacity limit. Nor did we force you to take something that you did not want, as you signed for it on the *** Form 4473 Firearm Transaction Record and it was registered to you once you signed for it,legally took possession, and walked away. Bye.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed a order for two hand guns from ********** had it sent to eagles gun range in ********** I checked there site it only states when getting items sent to the store it must have the customers name on the package in order to pick it up so I arrived then was told I couldnt get my package it will be sent back when I stated the website dont state that he said I know he wasnt trying to work with me at all so I asked would they pay the restocking fee Ill be charge he said no I then checked the site and it will allow me to order to guns from them store whats the difference

  Business response

  06/16/2022

  Tell us why here...Hello, Thank you for reaching out to Eagle Sports Range with this important message. We first would like to thank you for giving us the opportunity to explain our side of this situation.
  On 6/9/2022 **************** came into the store asking about a transfer that was sent to our store. We typically require ***** hours once the transfer reaches our store for it to be checked in. The transfers that came in on 6/9/2022. We could have enforced that rule, but instead while being short staffed we went to go process the transfer. 

  
  These firearms both came in from an online retailer, ********.com. ******** states on their website, prior to placing an order to reach out to the receiving FFL. This way the receiving FFL can approve or deny the transfer before the order is even placed. The photos attached to the BBB Complaint are misleading, as they are photos of a potential Eagle Sports Range purchase. It even states at the top Review Your Order. 
  As we were checking in the firearm we noticed it was actually two firearms being received. This goes against our store policy. Our store policy prevents multiple firearms being purchased/received in one single transaction. This rule is put in place to prevent straw purchases. Through data accumulated, whenever multiple firearms are being purchased/transferred in a single transaction, it typically results in a straw purchase. A Straw Purchase is defined by the state a criminal act in which something, especially a firearm, is bought by one person on behalf of another who is legally unable to make the purchase themselves. With that being said, it is our duty to the American people, and the people of the local community to prevent any such act being committed. We cannot make exceptions as this is a strict store policy. With all the chaos happening in our country & community lately, we are extra cautious with firearms being transferred in and out of our store.

  
  The pop up message listed on our website is just that, a message. It is in no way a representation of the entirety of the store policy. This message is actually geared towards FFLs, as it states on the message. FFL stands for Federal Firearms License. We do recognize that a page dedicated to our Transfers would be beneficial to folks requiring information beyond a phone call. We are currently working that page for our website
  Now the customer was upset that a restocking fee would be enforced by ********.com. The customer also asked ********************** to pay that fee on her behalf. We let her know that paying the restocking fee is not something we are able to do. Each store has their own policies and we have no control over it. Firearm transfers coming into our store are a service that we chose to offer. It is not a requirement by the state or ATF. 
  
  With that being said, Eagle Sports Range contacted ********.com on behalf of ****************. We requested that the firearms be sent back. In addition, we asked that they do not enforce a restocking fee. They agreed to the request and did not charge her a restocking fee. We went above and beyond to contact them on a store policy that does not pertain to us.

  
  In addition to all this, we reached out to ****************, we noticed she has a class for her child coming up next week. We offered to give her a refund on the class($45), and gave her two range passes ($30 value each). Amounting to a total of $105 in savings from Eagle alone. Not including the savings from the restocking fee being waived.

  
  Though Eagle Sports Range did enforce a store policy, and did not make any mistake, we still went above and beyond to make sure the customer was taken care of. We hope the customer continues to do business with **********************.
  
  

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a layaway at eagle sport range however because Im not purchasing the item Theyre taking 10% off for the total amount of the item not just 10a% of my 100$ Are they within the guidelines of the law to do that It wasnt explained to me at the time

  Business response

  02/15/2022

  Hello,

  Thank you for reaching out and making us aware of this issue.

  This firearm was put on layaway on 11/26/2021. Our layaways are 90 days. There has been only one payment made (initial payment). The layaway ends on Thursday February 24, 2022. We reached out to the customer to inform them of this.

  That is when the discrepancy occurred. The customer was not happy about our layaway policy. Claiming that it was never explained and that no signature was made. However, the claims made against Eagle Sports Range are not true.

  When the customer put their initial firearm on layaway, they signed our layaway policy. During the time of checkout our cashiers are required to explain the layaway policy. It is within our store's SOP and we train our cashiers on this. After the layaway policy is explained to the customer, the customer then signs the agreement. The customers signs to copies of the layaway policy. One for the store's records, and one for the customer to take home.
  
  With all this being, the Layaway Policy was indeed explained to the customer. Additionally, the customer signed the policy themselves. I have attached a copy of the signed agreement from the customer. ********************** is not the only business to have agreements in place for services provided or good sold. Especially with the nature of our business, Firearms, this is standard practice.

  Furthermore, the 10% restocking fee is clearly identified on the layaway policy. "Any cancellation of a layaway after 72 hours will be charged a 10% restocking fee.". This restocking fee is applied to the total amount before tax. In this scenario the total was $630.00 before tax. The restocking fee is $63.00. The customer put the minimum of $100.00 down. Therefore the customer receives $37.00 back.

  Restocking fees are very common in many industries and places of business. Most notable in cell phone store. Which does not hold the same severity as do firearms. 

  In the attached file you will see the customers signature agreeing to the terms & conditions of the layaway.

  We tried to communicate all of this to the customer. However I understand the unwillingness to come to terms on losing out on 10%. 

  Please let me know if there is anything else you require from Eagle Sports Range.

   

  Best Regards,

   

  *******************

• Initial Complaint

  01/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to the facility on December 31, 2021 to purchase a weapon and the salesman recommended a certain weapon. So I agreed thats when he asked me for hey drivers license and my FOID card in which both of them have my current address. The salesman should have informed me that this weapon is illegal in the *************** but instead he sold it to me anyway. So I go home I do research on this particular weapon and thats when I see that its illegal in my city. So I go back to the store on 01/05/2022 and ask to exchange it and I was told they do not except weapons back. I think its wrong for this salesman to not mention that this weapon is illegal in the city in which I live in. Its wrong ?? I didnt want to refine I just wanted to exchange it for something that was suitable for me and not illegal to where I can possibly be arrested. Its flat out wrong.??

  Business response

  01/31/2022

  Hello Keanya, 
  Thank you for reaching out in regards to this customer experience. The customer purchased a *****. This firearm is legal to own in the ***************, **** County, and State of ********. Our store is both located in **** County and ********. There is a lot of misinformation on laws regarding firearms of all types and calibers. Many misinterpret the law and spread untruthful information on the internet. I can see where the customer thinks that it is illegal.
  There is no legislation or local ordinance that prohibits the sales of the firearm that ***************************** purchased. Furthermore Eagle Sports Range cannot give out any legal advice. Nor can Eagle Sports Range tell a customer where to store their firearms. As per the ******** FOID ACT, firearm owners bear the responsibility of owning a firearm. Properly storing a firearm is part of that responsibility. It is not part of the store's requirements as an FFL to know every law in every State/County/City.
  Furthermore, Eagle Sports Range cannot refund or exchange firearms. All sales are final and properly listed on the receipts. Once the customer signs off when picking up on the **** Legal Document, it is now in their legal possession. The firearm is now registered to the customer, and we cannot unregister it. We cannot refund a transaction since they become the legal owner of the firearm. The *** does not allow refunds due to the Federal document being filled out. 
  We do allow the chance at an appraisal, where we will purchase the firearm from the customer but at a used rate. We did explain this to the customer. We can purchase the firearm off of the customer and obtain legal possession of it. However, the customer had declined at the time.
  If the customer would like an appraisal done on the firearm, ************** is more than welcome to come back to the store and do so.
  
  

*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. ↩