ComplaintsforBud's Gun Shop.com

• Initial Complaint

  07/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 19, 2024, I purchased a $50.00 Gift Card from this Company. Upon purchase of the gift card, I received my initial order email confirming that my order (#*******) was successfully received and to allow 48-hours for processing. About two minutes later after that email, I received another email thats stated the following: “ Your recent gift card order was successfully received. However, before your gift card code(s) can be used, we need to verify your information and activate your code(s) in our system. This process takes 2 - 5 business days and you will receive a second confirmation email once complete. We appreciate your order and apologize for any inconvenience.”. I immediately contacted the customer service line and provided all of my information as requested and was told my the customer service rep that my order/gift card was good to go. After this phone call, I never heard anything else back from Buds nor did I even receive any emails so I figured everything was good. Fast forward to June 26th, before my husband attempted to use the gift card, I went it my buds account to check the code of the gift card and immediately noticed that my gift card was cancelled. Due to what time it was in the evening, I emailed the buds help desk for assistance (*******). On June 27, 2024, I received the following rude email response from Buds helpdesk: “Thank you for contacting ***************. I apologize for any inconvenience or confusion this may have caused. Unfortunately, we no longer feel comfortable processing any orders for you. Your refund should show back in your account shortly if not already.”. I immediate called the customer service line to seek further clarity and also received the same response with no explanation. This is very disappointing. I am a ** ******* (****** ******** ******) with no felonies and also have my *****. I dont understand how I could have been denied service without explanation. Very unprofessional of the Buds Team…

  

  Business response

  07/01/2024

  We apologize for any inconvenience.   This order was placed on 6/19 and we did speak to the customer that day.  During the course of the conversation our representative was able to verify the information on the order with the customer.  However, this order was then reviewed by another team on 6/20 and due to a number of discrepancies that were found including, but not limited to, declined payments and missing order information it was decided that we would not feel comfortable continuing with the order.  A full refund for the gift card was issued back to the payment method used to place the order on 6/20.

  Customer response

  07/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  You just confirmed that a customer service rep from your company did in fact speak with me on 6/19 and was able to verify all of the information on the order with me. You then stated that there were a numerous amount discrepancies identified by "Another Team on 6/20" two of which were "declined payments" and "missing order information". This is where I have a huge problem! Who is this "Other Team" and Please provide a detailed list of all of the discrepancies that you claimed were identified against my "$50 Gift Card" order. How can you stated that I had declined payments when I've never ordered from your company before and my first time ordering with you was the $50 gift card which was a successful transaction and also verified on my bank statements???? How can you also state that there were "Missing order information" when you just admitted that your rep verified all of my order information?? why wasn't the so called "missing order information" retrieved from me or asked of during my call with your reps to verify my order details? I can understand going through the additional security measures from purchasing a Firearm or Ammo, but all of this over a $50 gift card is sickening and disappointing and flat out pathetic! Shame on you Buds Guns. 

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

  

  Business response

  07/02/2024

  Our representative did go over the information that was listed on the order, but unfortunately, did not notice the missing information when they confirmed information that was present on the order.  As for the declined payment our system did track a payment that was unsuccessful when initially trying to place the order.  The order was declined for having the wrong CVV code entered in addition to an incorrect billing address.  Due to this and a discrepancy in the billing address itself it was deemed that we did not feel comfortable processing any orders.  We use the same verification process for our orders as we want to ensure that we are providing the best protection we can for both our customers and ourselves, and in order to do so we would not be able to break down the entire verification process.  We apologize for any inconvenience and wish the customer well wherever they choose to shop in the future.

  Customer response

  07/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Although I had to go to this extent to get some sort of explanation from your team, I am still not satisfied with your response. It does not make any sense for anyone to have to go through such a strenuous process over “Gift Cards”. That is crazy and petty. I can totally understand about Firearms or Ammo. My Family have been frequent shoppers with your company for some years now but after this experience, we will move on elsewhere. No further response is needed from you. 

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

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Rossi 92 lever action rifle from this business with a lifetime warranty. I had nothing but a double feed issue after sending it back to Tarus they said they would not replace this rifle wile it was still under warranty so why the hell did i buy the lifetime warranty from them if they did not intend to uphold this agreement?

  

  Business response

  06/25/2024

  We are sorry to hear the customer was having issues with their firearm.  The additional warranty we offer is supplemental to the original manufacturer's warranty so it would go into effect once the original warranty has expired.  At this time the firearm is covered under the original manufacturer's warranty and any repairs would be covered through them.  Once that warranty is no longer available we would be happy to assist the customer through the supplemental warranty that they purchased but all warranty returns are sent back for repair and we would only be able to provide a replacement or credit if the item is deemed to be unable to be repaired.  At this time we have notified the customer that the item would need to be sent back in accordance with the original warranty.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i purchased an item online from buds gun shop and confirmation email was good. next day i recieved email saying they needed more information about verifying my identity to send the order they already charged my card for. what they asked was little much for me so i told them send the order or refund my money to my card and cancel order on their website you can't cancel orders. i got hung up on my the supervisor at the call center because he was arguing with me. they haven't shipped my item or refunded the money order status says needs to verify information. they blocked my calls and won't let me talk to anybody but one supervisor who was arguing with me. i just want a refund

  

  Business response

  06/24/2024

  We did speak to this customer regarding their order as we did need to confirm some information before we would have been able to process the order.  In this case, the main issue was that there was a different name on the order than what was provided on the payment method.  This is shown in several of the screen shots the customer listed which shows what name was on the account and on the order.  When we asked to speak to that person, as they were the account and order holder, the customer became extremely irate and hostile which is what led to the call being disconnected.  The order was then cancelled and a full refund was issued back to the payment method that was originally used to place the order.  The funds likely will not show in the account as available until the bank or card company has fully processed the refund.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a pistol brace from buds gun shop back in may of this year it was defective and I did install it on the gun the only way to see if it works I emailed with a **** a supervisor there I had some choice words with him he said I was over the 10 day return policy I was being honest and told him I installed it on the gun he said they won’t except it I did send it back but I have emailed and tried to call them within the last 3 weeks and got no return I have proof in an email saying they will send it back to me defective or not and pay for the return it cost almost $200.00 I already paid for this I want it sent back to me defective or not iam not asking for a replacement or my money back I want what I already paid for sent back like they said they would do if I can’t get any where here iam going to contact the police there I have spent thousands of dollars there this is just not right the order number is ******* another order number on the invoice is **********

  

  Business response

  06/18/2024

  After reviewing this order we did receive this item back on 5/17 and we did reach out to the customer to confirm the information in order to reship the item back out as it would not be eligible for return.  As per our accessory returns we are unable to bring back a defective item if it has passed 10 calendar days from receipt or if the item has been used/installed.  Once an item has been installed or used if a defect is found it would be covered by through any warranty offered by the manufacturer.  We have confirmed that this item will be sent back to the customer by our returns department to the address we have on file for the customer, and the address provided with this complaint.  We wanted to confirm that the customer accepted the return and make sure that address was correct before we sent the item back but we had not received a reply to the emails that were sent to the customer for this information which is why the item had not yet been returned.

  Customer response

  06/23/2024

  
  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,
  
  **** ****

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Colt Python from Buds along with the lifetime extended warranty. I sent the gun in April 2024 for repair work. The cylinder is able to rotate without the trigger being discharged. I received the weapon back yesterday and the problem is still there. It has not been repaired. I contacted Buds to issue me either a refund or replacement. They refused both asking rather that the firearm be returned for repair again. I was told it can't be refunded or replaced unless it's deemed unrepairable. I explained that once a weapon has been returned it's naturally assumed that it's repaired. So they had their chance to fix it and didn't. The gun needs to be replaced. The gun with warranty is approximately $1400. I spoke with one supervisor named **** to no satisfaction. I spoke to his supervisor James and still no satisfaction. I asked for his supervisor and he tells me his name is ****** and proceeds to give me an email address for him of ********************. I look at the email I received from **** and the email doesn't involve numbers. And I call Buds Guns back and dial extension **** and guess what it's ******* voicemail. Not someone named ******. Whom he tells me is unavailable. So now I'm stuck with a $1400 pistol that is nothing more than a paper weight because they choose to not stand behind their own warranty of replacement or refund.

  

  Business response

  06/17/2024

  We are sorry to hear the customer is still experiencing issues with their firearm.  This firearm was returned back to us for repair and it was sent to Colt to have the repair done under the current warranty of the firearm, as our extended warranty would go into effect once the original manufacturer's warranty has expired.  We did get conformation from Colt that the firearm was received and repaired, and after the repair was completed it went though several function tests and which it passed and was then returned back to the customer.  As the customer stated they were still having issues with the firearm Colt did advise that they were more than happy to bring the firearm back again to see what is causing the issue and ensure it is fully functional.  Unfortunately, the customer was not happy with this option and seemed only willing to send it back if it was stated to be for refund or replacement.  We did advise even under our warranty a refund would be issued if the issue is deemed unable to be repaired and that the firearm would have to be sent back for inspection prior.  We did not deny the any refund but did state that we would not bring the firearm back specifically for a refund as the inspection would have to occur first as a repair is always the first step in the warranty.

  Customer response

  06/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: The warranty is only from one year from the original date of purchase per Colt website. It was purchased January 5, 2023. And was sent back April 2024. So this was after the manufacturer warranty. Also I have not received anything where Colt actually had and worked on the firearm. Plus per their communication in messages, they said they was in possession of the weapon and waiting on "things" from the manufacturer. This obviously doesn't mean that Colt was waiting on things from Colt. But rather Bud's was waiting on things from Colt as they said , "they are in possession" They have had the opportunity to fix the weapon. It's a rather expensive weapon that is supposed to be the best. They should refund or replace the weapon because how many times am I supposed to give them to fix it before they actually refund or replace it? If their customer service is as good as they claimed they would be willing to do this. I'm not being unreasonable here, I have given the opportunity for it to be fixed and it wasn't. So therefore the next step should be to refund or replace, not have to keep sending the gun back and forth.
  
  Sincerely,
  
  **** ******

  

  Business response

  06/17/2024

  We did provide the customer regarding the repairs that Colt made and that Colt did confirm the firearm was functioning properly upon the initial repair.  If the customer wants any documentation beyond what Colt said we did provide the customer the contact information for Colt so that they can request any sort of documentation that they have.  We did advise the customer that the firearm was returned back for us and was currently being repaired, the firearm was being serviced by the manufacturer as they do not have a written warranty but that they do provide free service for one year from the date of the purchase.  We brought the firearm back under our warranty and sent the firearm to Colt for the repairs.  As we noted the terms of our warranty is that if a firearm is deemed unable to be repaired we would then provide a replacement, if available, or a refund.  In this case the firearm was considered to be functioning properly, but the customer says that the issue is still present.  We have advised the customer that we can bring the firearm back, and Colt themselves were very interested in getting the item back as they wanted to ensure the firearm was fully function, and should the issue not be able to be resolved we could go from there to provide further options.  We would not be able to promise a refund without bringing the firearm back for repair first.  This is listed in our warranty section as it says: "If the firearm cannot be repaired, and no direct replacement is available, we will offer current retail value as a credit (amount to be determined by ***************) towards the purchase of any item(s) from *******************."

  Customer response

  06/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  As I already stated and said multiple times, the firearm was past the Colt factory warranty per Colt website. The gun was purchased 1/2023. I sent it for repairs 04/2024. This is past the one year warranty. Yes I called Colt and verified they had it. I also verified that Buds gave them inaccurate information as to what the issue was. The problem here is that I followed Bud's warranty to the letter and when I received my gun back it was not fixed. It is NOT my responsibility to make sure it's fixed before it being returned to me. That falls on Bud's. When you return a firearm that has been repaired under warranty it should be working properly. It is NOT my responsibility to continue sending this back to Bud's so they can have multiple chances at fixing the same problem. I could completely understand their point of view had I had the gun for weeks or months later and then reported the problem was back or hadn't been fixed. But I did not do that. I reported it immediately. If Bud's is so confident that this can be repaired, then they should refund my money and take my gun, send it to Colt, fix it and sell it themselves. The fact I have had to go to these lengths to get Bud's to do the right thing is absolutely ridiculous!
  
  Sincerely,
  
  **** ******

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The checkout screen when using mobil phones does not request city and state information clearly, and the address auto populate enters only the partial address leading me to believe the city state was not needed, which is required to process payment. Due to this issue your bank will hold your payment for 5 days. I am uncomfortable with buds handling of my credit card, they showed no respect for cash flow. They wanted $96 to cancel this order. The checkout screens gave warnings for this sort of banking error leading me to believe again that this is a known issue at buds. Why do the customers pay for your mistake with thier time?

  

  Business response

  06/17/2024

  We are very sorry to hear that there was any confusion during our checkout process.  The screen shot the customer provided was from the payment information page which is the third and final page of our checkout process.  At this point the billing address would already have been entered and selected.  This is asking to confirm the information before the payment can be processed and it does not require any more information than listed.  On the second page of our checkout process it asks the customer to confirm their billing address at the top of the page and select what payment method they wished to use.  This page will allow you to edit the billing address before checking out by either selecting another address from the address book or adding a new address.  Clicking the new address on the mobile site will show the attached image which does require the full address to be entered.  As for the cancellation, the customer has placed a 90 day layaway order prior to this payment issue on a second order which has also been completed and shipped at this time.  The customer requested to cancel the order but since it has been placed and secured for our layaway the 20% deposit would not be able to be refunded should the order be cancelled.  However, as a courtesy we did offer to lower that to a 10% fee rather than the normal 20%.  We are happy to process the cancellation request if the customer wishes or continue with the order.

  Customer response

  06/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Vendor does not dispute claims, they offered to reduce the restocking fee from 20% to 10%, which equates to $96.00, again, as mentioned before the auto population of the adress does not include the full address resulting in my bank declining the purchase and holding my money. In my opinion leaving a customer without funds or products for an extended period is not resolved with a $96 restocking fee. The firearm in question has risen in price since the purchase. Buds gunshop would stand to profit off of my cancilation. For the record i am not canceling my order but this will be my last order.
  
  Sincerely,
  
  ******* ******

  

  Business response

  06/18/2024

  We again apologize if there is any confusion.  The screen shot provided by the customer shows the final part of the checkout process which can only be reached after inputting the full billing address on the previous page, or when putting in the order in the case of a layaway order.  The full billing address is present for the charge and is not what resulted in the failed payments.  For all failed payments the error code stated they were rejected for having an incorrect Zip code, not for any missing information as all the information was present.  The fee for this order would be a cancellation fee, not a restocking fee, and is in place to cover our costs for processing the firearm and holding it for the current duration of the layaway and we did offer to reduce that fee as a one time courtesy.  The layaway will remain open and we will make sure it is processed and shipped out once it is paid in full.

  Customer response

  06/19/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  If Bud's inventory process results in a 20% increase to the cost of goods sold, then they do not deserve an A+ rating from BBB. However, marking inventory as sold and moving it to a new bay does not cost 20% of that items value. You made that value up and enforce it through the terms of purchase. Again said company with a poor check out process and enforcment of fee's to cancel an order, does not deserve an A+
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/3 I spoke with a customer service representative through chat to confirm an item included all items listed in their website description. 3 magazines, optic mount, cleaning kit, and premium hard case. This was verified by their agent. On 5/15 it arrived at my FFL and they verified it arrived as just a firearm and 1 magazine. Buds was unwilling tonprovide the remaining items, and offered a full refund which I accepted. The firearm was never transferred to me, a shipping label was sent to my dealer and it was returned to Buds. It arrived back to them on 5/20. After repeated inquiries for when I would receive my refund, they would not provide a timeline for when they would finish reviewing before issuing the refund. Now they refuse to issue the refund as I have had to raise the issue with my bank.

  

  Business response

  06/10/2024

  We apologize for any inconvenience.  When a firearm is returned our returns department must inspect the firearm and log it back in through our gun books before the order can be sent to our financing department for a refund to be issued.  Normally, this process can take about 1-2 business days.  However, in this case due to a system update some of our returns could take a bit longer to process than normal.  In this case, the firearm was returned to us on Monday, 5/20.  The customer contacted us to confirm it was returned on 5/21, and again on 5/23.  We advised the customer both times that the firearm was returned and was being processed by our returns department and once that was completed it would be sent to our financing department for the full refund to be issued.  Unfortunately, due to the issue we could not provide a specific date on when it would be completed but advised that it would be completed as quickly as possible.  Due to this the customer advised us that they would be starting a payment dispute with their bank.  We did advise the customer that if that were to happen we would not be able to issue a refund once the return is completed and the customer stated they would continue with that process.  With that being the case the customer would need to continue working with their financing provider as their refund would go through them following the payment dispute.

  Customer response

  06/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  If the merchant will provide the refund, I will have no need to pursue them through banking means.  The delay on their part was never communicated to me, only after 4 days of the return being in their posession and no time frame available for the return did I suggest using banking means to recover my money.  Surely after over 3 weeks of the return being in their posession, they have had ample time to evaluate it, which they did not do before sending to me, and confirm that I am owed a full refund, as was promised by their customer support employee when beginning the refund process.  Pay me back my money in full, and my issue goes away.

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

  

  Business response

  06/11/2024

  Due to the nature of a payment dispute once one has been initiated we are unable to then issue a refund as that would not cancel out the payment dispute if the financial institution is currently processing it.  As the customer noted they have notified their bank in regards to this order.  The return of the firearm has been processed but due to the dispute we are unable to issue the refund back to the original payment method at this time.  This was communicated to the customer on 5/23 when they first made mention of disputing the charge, and the customer did mention their intent to continue with the dispute.  Since the customer has reached out to their bank in reference to the charge they would want to continue working with the bank for the refund to be processed.

  Customer response

  06/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Receiving return merchandise, and being unwilling to provide a timetable for when a return will be processed, such that it backs the customer into seeking alternative means to resolve the issue, then refusing to do the refund because they have sought relief is an unethical and immoral way to do business.  If the merchant refunded the charge, there would be nothing to dispute.  Buds Gun Shop has failed to deliver the goods as advertised, and upon receipt of the merchandise back, has failed to return my money.  They have acknowledged the return and fully processed it.  Why am I, the customer the only one that has not been made whole, and continue to have to chase my money as punishment for taking the merchant at their word and the crime of trying to do business with them?
  Sincerely,
  
  ***** *****

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a used 870 shotgun on 5/28 that said it was a police trade in. There was not much information on the posting and the image of the shotgun was blurry. I did a little research and read how great police trades were. When they are manufactured, they go through more tests and are made with tougher parts. It was basically the same cost of a new 870 but I loved the idea of it being made for the police department and having gone through testing / extra requirements. However, once I received my gun I reached out to ********* and found that this gun was not manufactured for the police. Buds advised that it was a civilian model that was purchased by a police department. They mislead me by selling a used shotgun at the price of a new one. They apologized and offered to send me a refund, but I would be out $25 for shipping, $25 for the transfer fee, and another $25 for a transfer fee for another shotgun. Obviously, their solution does not make me feel whole and I feel like it is bad business practices. They leveraged the fact it was used for the police and not made for the police because they can get more for it. At the end of the day, I paid more(including insurance) for a used civilian shotgun than I could have purchased a brand new one from their website. Buds solution - we will give you a refund, but we are charging you(the customer) $75 for the inconvenience. I just wanted to escalate this situation so hopefully does not happen to someone else.

  

  Business response

  06/10/2024

  We are very sorry to hear that the customer was unhappy with their firearm purchase.  We did advertise this firearm as a used firearm as it was a police trade in firearm.  It was not advertised as a special model number and did have a matching model number of the standard civilian model number with a U in front designating it as a used firearm, as well as the condition specifying used.  This firearm is actually listed at a lower price than the new model as the new model of the firearm is $20 higher and does not have the magazine tube extension that is available on these police trade in firearms.  We did offer the customer the option to return the firearm after it was transferred as per our return policy for used firearms we are willing to take a return for up to 10 days from the date of transfer.  However, we did request the customer pay the $25 shipping cost out of the refund as that is the cost of the label that we would provide to the customer for the return.  We have offered to waive the 10% restocking fee as a courtesy.  These fees are only in place to cover our costs for processing, shipping and returning the firearm.  As for the transfer fees the customer mentioned those are not paid to us at all, so we are not charging the customer anything more than the $25 return shipping costs for the return of the firearm.  This also means that we cannot reimburse for transfer fees since they are not paid to us.  We are still happy to process the return as long as it is within the 10 day window from the transfer date if the customer is not happy with their purchase.

  Customer response

  06/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  My complaint is not about buying a used fire arm. It is simply that you advertised it as a police trade in and you were intentionally vague in the posting. As you mentioned, it did not have the tube extension like manufactured police shotguns but it was advertised as a plus two extension tube. You know that shotguns that are manufactured for the police are made different and you were deceptive about this being one of them. Also with it being used I did pay $25 for the insurance so it was the same price as brand new civilian model that would have been under the manufacture warranty. Not worth trouble and paying more money to send it back. 
  
  Sincerely,
  
  **** ********

  

  Business response

  06/11/2024

  We are very sorry again for any misunderstanding.  Most police firearms are not made with any different parts than other models.  We sell many firearms through our Qualified Professionals program and there are no differences between the models, they are just marked down for individuals that qualify.  This firearm was again advertised with the same model number as the civilian model as it is the same in almost every way, except that it has a higher capacity, with the police trade in having an 8 round capacity compared to the 6 round capacity of the standard version.  As for our supplemental lifetime warranty, that is an optional purchase that is available for all items, so it could be added to the new model as well and would go into effect once the original manufacture's warranty has expired or is no longer available.  

  Customer response

  06/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Attached are the differences in civilian vs police models per the manufacturer. I would not be making a fuss about it if there was no difference but there is. Thank you for the apology but I don’t think it is fair I cannot get a 100% of my money back because it was not advertised correctly(including shipping and transfer fee). Please make sure clarify in the advertisement next time.

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

  Customer response

  06/12/2024

  
  Complaint: ********
  
  I am rejecting this response because: Attached are the differences in civilian vs police models per the manufacturer. I would not be making a fuss about it if there was no difference but there is. Thank you for the apology but I don’t think it is fair I cannot get a 100% of my money back because it was not advertised correctly(including shipping and transfer fee). Please make sure clarify in the advertisement next time.
  
  Sincerely,
  
  **** ********

  

  Business response

  06/12/2024

  We apologize if there was any confusion.  We did not state that there are not LE models of firearms, but that many firearms that are manufactured for LE are the same as the civilian variations.  Our listing did not mention that it had any of the features that the customer mentioned in the attached documentation from *********, and as stated previously, it was listed under the model number for the civilian version of the firearm.  We are very sorry that the customer is not happy with the firearm, but with the customer opting to take possession of the firearm and paying the transfer fee to the FFL we are unable to cover those fees as we do not receive that money to reimburse it to the customer.  We always ask customers to inspect firearms at the FFL thoroughly to ensure there are no issues, and if they are unhappy to leave the firearm with the FFL and not take transfer of the firearm.  Since the information for this listing was correct as to what the customer received and we also advised the customer that we would be happy to take a return of the firearm since it was a used firearm and would have been eligible for return for up to 10 days from the date of the transfer.  Normally, under those circumstances a return for a non-defective firearm would involve paying return shipping costs and a 10% restocking fee.  In this case, as a courtesy we did reduce that to only paying the return shipping cost which is the $25 that we pay to provide the return label for the firearm.  The customer would not actually be required to pay that as we would have deducted it from the refunded total.

  Customer response

  06/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Again, you advertised this as an LE weapon and per the manufacture it is not.  Also, the manufacturer advised there are differences between the civilian and LE shotguns.  You did provide the model number but failed to provide much information at all or even the serial number so it could actually be verified what you were selling. I was not able to verify until after it was transferred. 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a handgun at the website ******************** The gun I received was not the gun depicted on the web site. The item number of the gun is#163193. Item number #1***** is still up on the site after I emailed my problem to buds. My order #******* was placed on 4/17/2024 and my FFL dealer received it on 4/19/2024. Since then I have sent them my concerns,documentation and all the photos that were requested. I cannot contact buds via phone that is not their policy. I sent an email two weeks ago with no response. I have already completed the FFL transfer putting the firearm in my name. I did a review of the gun on buds web site letting others know what I experienced last week, it did not post. I'm left to think buds feels I might just go away. Should I give this more time? I feel it's been long enough considering we're dealing with a firearm.

  

  Business response

  05/06/2024

  We are very sorry to hear that the customer was unhappy with their order.  Our listing was for a Gen 1 model of the firearm, however, the stock photo we had for this item did show a Gen 2 model.  We understand the confusion and we reached out to the customer to explain the issue and we offered the option to return the firearm for a full refund for the inconvenience.  The customer informed us that since the price that was listed was for the Gen 1 model he would prefer to keep the firearm rather than return it for a full refund.  We also did provide our contact information which is listed on our website to allow customers to reach out to us in reference to their order if they are having issues.  We do also reply to emails quickly, however, in this case the representative that provided their email was out on vacation so we were unable to confirm the photos were received.  We apologize as well for that inconvenience.

  Customer response

  05/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:I was not able to contact budsgunshop. If I was able to do that this would have already been resolved. The firstemail I sent them I requested a call back at my phone number listed on the email. Buds guns only contacted me promptly after the complaint was summited. After speaking with buds today I was left to feel I didn't do the right thing. SHAME ON THEM,THEY JUST LOST A CUSTOMER!!!!!!
  
  Sincerely,
  
  *** *****

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They are crooks. My son put a gun on layaway, he is a minor... Asked me if he could pay me 450 to use my card to order my Christmas present. I said yes. He lost his job and was too embarrassed to tell me he couldn't complete the transaction. When doing my taxes I saw the charge and called my son. he was embarrassed and explained the situation. I contacted Buds Gunshop and asked if there was anything they could do. Could I complete the transaction or be given a store credit toward a purchase should the item no longer be available. They were completely unwilling to do anything, not even a single dollar off on a purchase. Horrible People, horrible policy. Oh, but they keep spamming me. Wake up Buds! Zero Customer relationship!

  

  Business response

  04/15/2024

  We are very sorry to hear the customer was not happy with our service.  This order was placed on 8/15 under our 90 day layaway program.  The terms of this program is that it requires a 20% deposit to secure the item for 90 days from the date of purchase and that if the order is not paid by the 90th day it will be automatically cancelled without refund.  This order reached the 90th day on 11/17 and an email was sent out that the order was pending cancellation.  This email did state, "This order will be cancelled if payment is not received within 3 business days and all previous payment(s) made to this point will be forfeited."  If we received a cancellation request we would have been able to process that request and we could have issued a partial refund minus the deposit which would be 20% the cost of the item being purchased.  However, as we we did not receive payment or a cancellation request this order was cancelled as of 11/22.  Unfortunately, with the order being cancelled so long ago we were unable to reinstate the order, or provide a credit as the fees would cover our costs for holding the item and the order for the customer for the full 3 months of the layaway.

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