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:07/22/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:06/09/2022

  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 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

  Date: 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 **********************.