ComplaintsforCZ-USA

• Initial Complaint

  05/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order for three CZ 75 compact fifteen round magazines on April 29, 2024 from the CZ-USA website. The website indicated that the magazines were in stock. After three prior attempts to call the CZ-USA customer service number and being given an estimated wait time over an hour, on May 14, having still not received the magazines or even a shipping notification, I waited 40 minutes to speak to a customer service agent. He informed me that he wasn't sure what happened with my order or why it hadn't gone out yet but that he was going to walk over to the warehouse and make sure the order got processed and that I should receive a shipping notification via email within 24-48 hours. I asked if they were willing to do anything to compensate for their mistake like a partial refund, free shipping, a free magazine, etc. The agent said that he would speak with his supervisor and his supervisor would reach out to me. On May 17, having not received a shipping notification or any communication from CZ-USA regarding my order I called their customer service number again. The wait this time was only about 20 minutes. The customer service agent I spoke with this time informed me there was a problem with their shipping software and some orders didn't go out but that he would make sure my order was processed and I should get a shipping notification within 24-48 hours. I requested a full refund of my order. The agent informed me that because the order hadn't shipped my card hadn't been charged yet. There was no apology, no attempt to send the order with out charge, no attempt to rectify their mistake whatsoever. The next day I got an email notification that my card had been refunded. My attempts to find these magazines elsewhere have all failed. They are out of stock everywhere. Why is CZ having such a hard time producing magazines for their firearms?

• Initial Complaint

  04/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a barrel and shroud for a Dan Wesson pistol om April 7, 2024. I have not received the item, I tried calling customer service and sent e-mails without being able to resolve the issue.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Sent in for warranty repair newly purchased shotgun. Never been used. End of January. Waited websites timeline for completed repairs of 8 weeks. Called April 1st for status, told that they would move my gun to be next for repair. Called Wednesday, told repairs complete and ready to be shipped (never informed by text that repairs were completed ). I told them I was not going to be home on April 5th to sign for the gun. They needed to schedule for Monday, April 9th. Called Monday, April 9th, for *** ** tracking number, told the computer was down and could not ship. I continued to call for shipping status on April 9,11 (twice),12,15(twice) and 16th. Everytime, I was told that the gun was sitting on the loading dock waiting to be shipped, but couldn't because of either printer problem or computer problem.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I purchased a new *** ****** *pecialist firearm from a local supplier on May13th, 2023. The gun jambed the very first time I used it. I sent the gun back to CZ-USA for inspection. I was told the gun was inspected. The extractor was adjusted & the recoil spring as well as one of the magazines was replaced. I was told the gun was tested & worked fine. When I received the gun back, I returned to the gun range to use it & it jambed again. IT JAMBS EVERY TIME I USE IT! I verbally told CZ-USA that I would like the gun replaced with a new one since it is unreliable & it is a SAFETY ISSUE. I was told by a representative that this is not normal for these firearms & that they have a good history of performing well. They asked me to fill out a warranty claim form to send the gun back. As I stated, I am greatly concerned about owning a firearm that does not function as it should & I fear for my safety as well as the safety of others around me when using it. With this in mind, I would like the gun replaced with a new one.

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a CZ P07 and the decocker broke which could have caused an accidental discharge!!! A decocker assembly comes installed in the pistol and an optional safety comes in the box when you buy the pistol. All they had to do was mail off a new de-cocker assembly but refused. They wanted the whole gun to be shipped in and forced me to buy from a third party( Cajun Gun Works). This is a self servicing part and there was no need to ship in the pistol. I had also purchased a CZ P10c and one of the frame pin backed out after shooting the pistol. Sent in two requests for CS to take the pistol this time and inspect it to see if any internal issues were causing the issue. This was approx 3/17/2024 called on Tuesday of that week a guy said call back Thursday and on Thursday you would be repeatedly put on hold for 41mins wait time. Friday they were closed. So once again he could have taken the issue over the phone but purposefully put me off.

  Business response

  04/05/2024

  The decocker breaking on our products innately cannot possibly cause a malfunction because of design. If ******* ***** had requested a decocker assembly be sent to him free of charge, we would have addressed it in the way outlined in our warranty process. Either through our warranty form, contact form, phone contact, or direct email communication, as long as he falls under the warranty that we outline at ***********************************/ we would have sent him instructions on how to proceed.
  
  Under no circumstances do we force anyone to buy from third parties, and actively discourage the use of aftermarket components (this immediately and completely voids the warranty on the product). If our extremely experienced gunsmiths and technicians dictate that a product must be brought in for repair under warranty, we do so at no cost to the consumer.
  
  If ******* ***** had the specific issue of “one of the frame pin backed out after shooting the pistol” We would not have instructed him to call back at a later time but to fill out our warranty form so we could have the product brought in for service. We do not advise customers on technical modifications or changes at all and instead offer to bring the product in for inspection and repair under warranty. Providing digital technical assistance has too much risk and liability involved to realistically expect our customer service representatives to provide. Instead, we have a very gratuitous warranty service procedure to enable effective and free service to consumers who may need it.
  
  Hold times when calling in can vary greatly. We cannot control the total volume of phone traffic at a given time, other than to train employees to be efficient and prompt on the phone when consumers do call in. However, responses to emails (especially warranty requests) are very fast. We were closed for Good Friday, as we are every year.
  
  I believe that if ******* ***** had called customer service, the answer would have been to send a warranty repair request to us a* ************************************* This would’ve been handled within 24 hours, to have had the product brought in and serviced at no cost to them. What ******* ***** states is not concurrent with our current processes.
  
  We can still completely rectify the products he has as described; we just need him to go through the same process that we ask of anyone who needs warranty service.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in September I did a warranty repair with CZ USA on a 1012 I had bought. The problem was there was an obvious catch in the receiver of the shotgun, so I sent it in. They sent it back saying they polished the bolt and it still got caught up. I proceeded to do this 3 more times. On the last warrant submission I told them I wanted a new firearm. They got it all processed on November 9th. They told me 2-3 weeks and it would arrive. This was not the case. I called a month later to ask about the status of the replacement and they said that they were behind and it would be another 2 weeks. I called 3 weeks after that and they told me it needed to be test fired and then they would ship it. I called every 2 weeks and they kept saying it needed to be test fired. Finally the first week of February I called again and they said they were sending it to fedex that day. They said 24-48 hours fed ex would give me a shipping number. I waited and called again a week later. They once again told me they were going to ship it out that day. (Still at the CZ USA warehouse). Called again on 2/19 and once again they said they are going to ship it out again that day. We will see what happens but I am fed up with this and they are holding my shotgun from me. I am beyond pissed with their customer service and wouldn’t recommend anyone get any CZ USA products ever.

  Business response

  02/20/2024

  We are terribly sorry for the delay. Staffing shortages and logistics issues have slowed things down. According to my notes the replacement firearm was boxed up yesterday and taken to the warehouse. I do not have a tracking number this morning, but I will reach out to shipping and follow up. As soon as I know something I will contact the customer and send them the tracking number.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with CZ-USA on March 20th 2023, the total cost came to $118.45. Upon receiving the order around 5 days later, I immediately noticed I had been sent 12 of the 16 items on my order. I was missing 4 items. I immediately reached out to CZ-USA to let them know and received no response. Over the course of the last 7 months, I have reached out to the company nearly 10 times though multiple avenues of communication and have received two responses amounting to "I will look into this" before going silent once again. The four missing items amount to around $50, about half of the order total. I am done asking CZ-USA nicely and have asked them to ship the missing items or refund me. My order number with CZ-USA is ***********  The items missing are as follows: - Extractor Evo - ***********3 qty.1 - Extractor Spring Evo - ************ qty.1 - Extractor Pin Evo - ************ qty.1 - Cocking Handle And Safety Plug Pin Evo - ************ qty.1

  Business response

  10/24/2023

  Hello I checked my email lines and I did not see any contact from the customer. According to my system all the parts were shipped out as one package on 3/21/2023. I will have my reps place a warranty order for the customer. I'm sorry for the inconvenience.

• Initial Complaint

  03/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a new CZ Shadow 2 in 9mm a month ago. Attempted to fire SAAMI spec 147gr. *** jammed with live round in chamber, requiring ***smith to remove. Was informed chamber too small, so I sent barrel to get reamed ($60 plus shipping). Barrel returned and reinstalled. Went to range and within 10 rounds, the right de-cocker lever fell off. What, exactly does $1200 get you at CZ?! I wrote them, a week ago, to find out. No response. Probably the most over-hyped firearm and customer service in the industry.

  Business response

  03/10/2023

  I emailed the customer and informed him that we would be more than happy to take a look at his *** and repair it. however it will have to come in which we'll pay for. The customer went with aftermarket fixes before contacting us. Had he filled out our warranty form first, we'd of already had the gun fixed and back to him.

  Customer response

  03/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: 19578333
  I am rejecting this response because:  The reader should note that THREE issues were listed.  *** ****** conveniently addressed the only issue that was properly resolved through aftermarket fix and makes absolutely no mention about their failure to respond to my direct email to them (a week ago) or the right side de-cocker lever falling off approximately every 10-15 rounds.  The fact that it took a customer's submission to the BBB in order to just get a response clearly discredits his claim that the gun would have already been returned.  The recent, post-BBB email from *** ****** with the generous offer of a link to a warranty claim document will be used for the faulty lever that was not addressed, however its deferring nature, as well as the indifferent and somewhat defensive tone in his response here, speaks volumes towards the customer service one should expect of CZ.  Previous interactions with CZ have been much more positive.  Unless the manner in which *** ****** addresses paying customers receiving faulty products changes, I cannot recommend CZ to anyone in the market for a quality competition firearm.  There are too many companies that provide functioning products and (at least) appear to value their customers with an attitude that suggests they want to make things right.      Regards,  *** **

  Business response

  03/13/2023

  At this time, we are writing up a warranty claim to bring the firearm in for further inspection. The customers issues should be a fairly easy fix and fast turnaround. The issues with the safety falling off are likely a small fitment issue. If the customer had installed the separate safety in the box, it could be not fitting properly. While they are factory components, they sometimes require fitting. At this time our turnaround time is in the two week or shorter range. While the firearm is here, we will tear it apart fully inspect it, make repairs as needed, and test fire it before it goes back out. It should not have any further issues after it is returned to the customer. 

  Customer response

  03/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  Better Business Bureau:   The separate safety was never installed.   
  I have reviewed the response made by the business in reference to complaint ID ********, and despite the misrepresentations previously stated by *** ******, I will remain optimistic that the craftsmen will make it right and find that this resolution will be satisfactory if carried out as described here.
  Regards,
  *** **

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 04/23/2022 I sent a warranty claim to CZ USA due to defective 10 round magazines that were provided with my new ** *** *** ******. On 04/25/2022 ***** ******, Customer Service Supervisor responded to my inquiry and obtain information on my firearm. After many email exchanges, on 05/11/2022 I received a FedEx Label and a RMA #. Return merchandise authorization (***** ********** Multiple calls to customer service throughout 2022 and yesterday, 01/17/2023, resulted in no updates for my replacement. Apparently, there is a parts shortage due to the war in Ukraine. I can understand that; however, if dealers are still receiving new SP01 ******* with magazines, then there should be replacement magazines available. I would like an immediate replacement or reimbursement in order for me to purchase my own replacements elsewhere.

  Business response

  01/23/2023

  Called customer agreed to send him two used magazines to use for now. Will also be sending him to new magazines when we get them in.

  Customer response

  01/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***** **

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I started working with this company back in August for an issue regarding a product. The product has a malfunction that could be fixed by the company. Unfortunately after sending in the product twice and being told that work had been performed, I would receive it back into my possession both times to find that no work had been performed and the product still had the same issue. I received the item for the second time in November. Once I found it had the same issue I contacted the customer service team in order to resolve it. They offered me a refund for the item at the original price I purchased it for. They asked for me to send in an invoice in order to start the process so I could get my refund. I emailed in the invoice and never heard back. After several days I had to call in and only then did they send me the shipping label and start the process. I shipped the item to them and was told that once they received the item it should only take ten business days in order to get my refund mailed to me. The item arrived at their facility on December the 7th. I waited for to hear back from them and never did so on December 21st I emailed asking about my refund. Did not get a response. On December 27th I emailed again asking about the refund. I heard back on December 28th stating that they had just taken all the necessary paperwork to get my refund request complete to accounting. After not receiving the refund and attempting to contact the company several times, I called in again on January 18th. I was told that the voucher for my refund had been issued the day prior, and the check should be mailed soon, but was not given any proof. I was also told that I hadn’t really been waiting lol that long for the refund. I responded by stating that I had been dealing with this since August and have been without product and without refund since. I continued talking but the representative hung up an me and blocked my number. I just want my money.

  Business response

  01/23/2023

  Due to staffing shortages our accounting department has been a little slow. However according to my information, the check was mailed out on 1/20/23.

*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. ↩