Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order (*******) on 1-11-25 for $2089.94 and cancelled the order 8 hours later which is well within their cancellation policy. 3 days after cancelling, the funds were still removed from my account. I have called the Buds help team on 4 occasions. Each time I am told the money will be redeposited the next business day. It seems no one actually looks into the issue and each time I call I get the same immediate answer. My order shows cancelled on their website, so I am certain no product is shipping and they have my funds which they seem to think they don't need to refund. I simply want my money back.

  

  Business response

  01/22/2025

  We apologize for any confusion with this order and cancellation request.  This order was placed on Saturday 1/11 and was paid via our electronic check, also known as ACH, payment option.  This payment method does take 5 business days to fully clear, and once the process is started we cannot issue a refund until the funds are deposited to us.  The cancellation request was processed on Monday which would have been the first business day for us to be able to assist and the first business day of processing the payment, which is why the customer would have seen the funds being withdrawn after they submitted the cancellation request.  The order had already started processing prior to the cancellation request being submitted as our order processing team does secure and process orders over the weekend, but those are not banking days so payments are not withdrawn during that time, and would not count as business days for the 5 business day processing time frame for ACH payments.  Once the payment cleared the order would have been refunded to the customer minus the cancellation fees once they could process it.  The payment appears to have cleared on 1/20 and the refund was issued to the customer on 1/21 along with an email notifying them of the refund amount.  The original total for the order was $1,913.59 and that was the amount that was deducted from the customer's account.  The total the customer shows is not the amount paid, but is the order total, with the cancellation fees that applied for the cancellation of the order.

  Customer response

  01/23/2025

  
  Complaint: ********
  
  I am rejecting this response.  Today is Jan 23 and the funds have not been deposited in my account.  I spoke with my bank and they have no pending deposits. This response is more of the same, “the money will be returned tomorrow.”  I find it ironic that in today’s modern age they can withdraw funds immediately but almost two weeks later they still cannot return my money.  My request is simple, return my funds and stop saying they will be returned tomorrow.  It would seem Buds is having financial issues, but keeping a customer money without providing a service is not a viable solution.
  
  Sincerely,
  
  **** *****

  

  Business response

  01/23/2025

  Again, we apologize if there was any confusion.  We did not withdraw the funds immediately.  As stated before all ACH transactions that we process take a full 5 business days to complete.  This means that even though the funds will come out of the customer's account within 24-48 hours, the funds are not deposited into our account until the 5th business day.  This also applies to ACH refunds.  We do not expect the funds to be available in the account as the refund was issued on 1/21.  The funds should show available in the customer's account once the refund has gone through the payment processor and would be deposited back in the customer's account after the 5 business day processing time frame.  We had to wait for the funds to clear into our account before we could issue the refund which is why the refund could not be issued when the order was first cancelled.  Once the funds were deposited into our account, on 1/20 our financing department could begin the refund process on 1/21.  We no longer have the funds as they would have been removed from our account, but they are currently being processed before being deposited to the customer, based on the date of the refund we would estimate they would be available to them on 1/28, as that would be the 5th business day since the refund was issued.
  

• Initial Complaint

  12/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 2 boxes of PMC bronze ammo for $46.98 + $3.29 tax +$12.77 shipping = $63.04 on 12/26/2024, I call to ask to cancel as they told me on previous call today 3 to 8 business days to ship. I was told there is a 10% cancelation fee for canceling even though never left their premises, I said Indid not see the website but why if they never shipped it, I said will dispute this with my credit card as is my right, ****** and her supervisor **** said they will not refund my money and is keeping the product. I said okay will not didpute **** response was they are not refunding me and are keeping theproduct, kindof like extortion. Thievery on their part. I did file a dispute.

  

  Business response

  12/30/2024

  We are sorry to hear the customer was not happy with their order.  We were contacted by the customer with a request to cancel the order.  We informed the customer that we would attempt to stop the order, but as it was already in our shipping department, we would need confirmation from the warehouse they were able to stop this before it was fully processed before we could process a cancellation request.  We also informed the customer that there is a 10% cancellation fee when canceling an order which is in our terms and conditions and was agreed to when going through the checkout process.  This was when the customer stated they would perform a chargeback rather than pay the fees that were agreed to if we were able to stop the item from shipping out.  Due to the customer stating that, and then actually doing the dispute any refund would have to go through their financial institute as we cannot issue a refund once a payment dispute has been filed.  This order was also unable to be stopped as we were informed by our processing department that these items had already been fully processed and could not be canceled at the time but we will start the process to have the items returned back to us.

  Customer response

  12/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: this is not what **** the supervisor said, he said it could be cancelled but since I "threatened" to contact my credit card which is my right they are keeping the product and my money. I did say I will not file if they returned my money minus 10% but he said flatly no. The 10% should only be on the product of $46.98 but they would also take it of the tax $3.29 and fed ex of $12.77 which both were not even paid yet especially fed ex. Thievery at best. I read google reviews and what I say about it shows, so many 1 stars. I have contacted my credit card, filed a complaint with the state attorney general and left reviews to go with the many negative reviews of Bud's. 
  
  Sincerely,
  
  ******* **********

  

  Business response

  01/02/2025

  We apologize if there was any confusion when the customer contacted us.  The customer was initially informed the cancellation fees would apply since the order was being canceled within our advertised processing time frame.  We did advise the customer that the cancellation fee would be 10% and it is based on the cost of the item, not the cost of the order, so the customer was correct when they stated that the cancellation fee would not apply to the sales tax or shipping cost/insurance.  When the customer spoke to our supervisor they had said multiple times their intent to file a dispute with their card company unless we offered a full refund for the order.  At the time we could not guarantee the order could be stopped since it was already processed and in our shipping department it could have been at a point where the order could not be stopped.  However, due to the order being within our standard time frame, the fees would have applied to cancel the order, so we would not have been able to issue a full refund.  We did not advise the customer that we would be keeping their money and the item, we advised them that we would be unable to process a refund due to the statements that they would be filing a dispute.  We cannot issue a refund when we are informed that a dispute would be filed with the payment company as that would not stop the bank or card company from continuing with the dispute which could cause us to issue a refund in addition to the bank reversing the charge.  So we informed the customer that due to the comments they would have to work through their bank for the refund as they stated was their intent due to the fees that would apply.  As the customer said they have submitted that dispute so the refund will be handled between them and their financial institution.

  Customer response

  01/03/2025

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

  If they are not shipping the item and keeping the refund then how can they say they are not keeping the money. Many complaints about them on the internet especially on one consumer site. I did tell ****** and so called supervisor **** just keep the 10% but their answer was once i "threaten" to dispute which was not a threat but my right they can no longer issue a refund asTonyclaimefI would get double refund and **** is a supervisor to say that, not much confudence in Buds for him being a supervisor.

   

  When a company keeps the product and your money, it's usually referred to as a situation where a customer has paid for a product but is not receiving it, often due to issues like a company failing to ship the item, sending the wrong product, or refusing to process a return and refund, essentially "keeping" both the product and the customer's payment; this can be considered a form of consumer fraud depending on the circumstances and local laws. 
  Key points about this situation: 
  Potential legal implications:
  If a company consistently engages in this practice, it could face legal action from customers or consumer protection agencies. 
  What to do if this happens to you:
  Contact the company's customer service to try to resolve the issue. 
  Check your purchase agreement and return policy to understand your rights. 
  File a complaint with the Better Business Bureau or your state's Attorney General's office. 
  Consider disputing the charge with your credit card company. 
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  12/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I would like to report false and misleading advertised specials. I have received email advertisements every day for the last week for items . Each day i try to order said items and one in my cart it shows full price. Last ad was 12/28/24 where again showed in cart for full price. I then called store and was told i had to call back monday. Called monday 12/30/24 and was told that first it was in stock but wasn't part of the ad deal, then put on hold to come back and tell me its wasnt in stock. This is still in my cart, i still get ads and reminders that my cart is getting cold? Really just wish someone would have honored their ad and made it right. It should be a crime to do business like that. Item ****** bad advertised firearm...

  

  Business response

  12/30/2024

  We apologize for any confusion.  The customer is referring to two separate item listings.  The item that was on sale, Item number ******, is currently unavailable.  If one were to click the item in the ad the customer showed in the screenshot it would show item ****** as unavailable.  The item in the customer's cart is item number ******.  It is a very similar item, as the only difference between the two is that item ****** does not have the same crossbolt safety that is on item ******.  However, all of our inventory is priced based on our cost, and the inventory that we currently have for item ****** did have a higher cost than the inventory that was available for item ****** and that is why it shows a higher cost than the model that was shown in the email and advertisement on our site.

• Initial Complaint

  12/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I shipped a firearm to Budsguns in Paris Ky for them to purchase. Item was shipped on November 29, 2024. They received and accepted on December 6th and forwarded to the accounting department for payment. After multiple attempts at contact I still cannot get a confirmation on what method or a date the check will be sent out.

  

  Business response

  12/26/2024

  We are always happy to assist customers.  We did receive the firearm that the customer traded in to us and we sent out the requested check on 12/9 to the address that was originally provided to us.  We then sent a follow-up request to have the customer confirm their mailing address to us on 12/19 since it sounded like the customer did not receive the original check, and we were provided a slightly different address in reply on 12/20.  The original address we received from the customer had a different city and zip code than the address that we were given on 12/20 with the original address going to the same street number and name in ***********, ***** rather than the city and zip code provided later.  At this time we wanted to advise the customer that the check was issued out to see if they would be able to check to see if it may have been delivered to the original location that was provided.  If not we can issue a stop request on the original check to issue out a replacement, but that does incur a $35 fee.  If the customer has any questions they can reach out to us and we will be happy to help.

  Customer response

  12/26/2024

  
  Complaint: ********
  My original ticket had the correct address.  Dated on 11/26.  I refuse to pay a stop payment for their check to be mailed elsewhere.  They had my ID on the case,  in the case and on the ticket showing the correct address.  They chose to hunt in my profile to find my old address and ship payment to.   It's been a month.
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  

  Business response

  12/26/2024

  As shown in the image the customer provided, the address provided in the mailing address says the city and zip code is *********** TN, *****.  This is different from the address they provided on 12/20 which has the ***** ***** city and zip code.  This could have caused the check to be unable to be delivered, so we would need to issue a stop payment if the customer is unable to receive the check to send out another check.  We are happy to wait to see if the customer receives the check as it is possible it could be delayed due to holiday volume, or we can issue a replacement check to the corrected address but as we sent the original to the address that was provided to us as the mailing address for the trade the fee for the check stop would apply.  

  Customer response

  12/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  They have the correct mailing address in my profile and in the package I sent multiple places.  They can issue a check or return the firearm to a

  ******** ****** and cover the transfer.   I will not accept the offer of 465 as payment. 

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

  Customer response

  12/30/2024

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

  They have the correct mailing address in my profile and in the package I sent multiple places.  They can issue a check or return the firearm to a

  ******** ****** and cover the transfer.   I will not accept the offer of 465 as payment. 

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

  

  Business response

  12/30/2024

  As mentioned the check was sent out to the mailing address that the customer provided to us in the form as the location for us to send the check to.  We have spoke to the customer and they opted to wait to see if the check was returned.  As of today, 12/30, we did get the check back as undeliverable and we reached out to the customer to confirm the correct mailing address and will be sending the check back out.  This would not require the charge since we did not have to process a stop payment request on the check.

  Customer response

  01/02/2025

  
  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

  12/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a lifetime warranty on a gun I bought in 2022, recently I've had issues with it so I sent it back for repairs in August 2024. 4 months later, I still haven't gotten my gun back and they are still telling me they are "working" on it, after telling me it typically takes 8 weeks for them to work on and fix any warranty claims. It has now been 12 weeks and they are still not telling me anything, their customer services isn't telling anything except for "we will pass this information along." I really don't want to file a report if they refuse to ship it back to me, but I will if it gets to it.

  

  Business response

  12/23/2024

  We are very sorry to hear the customer was not happy with the warranty process.  It is correct that warranty repair processes are typically completed in about 8 weeks.  However, some repairs can take longer to be processed or times of higher than normal volume which can cause the process to be longer than average.  In this case, this return was submitted to us in October.  We do have a lot of items to process around that time frame with it leading into hunting season and then into the holiday season.  We will always ensure that we are processing warranty requests as quickly as possible.  We have reached out to our warranty department who confirmed this firearm was repaired and shipped back to the customer on 12/13 and that it was delivered to the address that was provided to us in the warranty paperwork with a signature required upon delivery on 12/18.  The tracking number for this return is: ******************.  If the customer has any questions regarding this we will be happy to help them in any way we can.

  Customer response

  12/23/2024

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

  WHERE WAS THIS SHIPPED TO?! The tracking provided states an address in Tacoma, I DO NOT LIVE IN TACOMA! I provided you my return address multiple times through the customer service, I also provided it on the warranty form that I am also attaching here! My return address was also present on the package when I shipped my gun to you. So my address was provided to you in 3 different areas, where exactly did you get a Tacoma address from?!
  
  Sincerely,
  
  **** *******

  

  Business response

  12/26/2024

  We apologize for any inconvenience.  It does appear that there was a discrepancy between the address that was provided on the warranty paperwork and the Driver's License that we received.  In this event, we would use the address on the official document, IE the driver's license, to return the item because it is a firearm.  This is due to the firearm being returned to the customer directly, and not to an FFL dealer, so we would log the firearm out in our gun book using the Driver's License for documentation as we would if we were logging a firearm in from an individual.  We apologize again if there is any inconvenience.  We would suggest checking the original address to see if the firearm was received back there at this time.  If there are any complications please let us know and we will be happy to see if there is any additional assistance we can offer.

  Customer response

  12/26/2024

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

  That is a hilarious response "Whoops, we sent your gun to an address you haven't lived at for more than 4 years, but I hope you get your gun back!" I even mentioned this multiple times what my current address is, there was no discrepancy, you are just incompetent and don't care about your customers. I'm attaching a screenshot FROM SEPTEMBER stating the address on the driver's license is not up to date, but it is in the WA DOL system, which is the reason I gave you my actual address MULTIPLE TIMES!
  
  Sincerely,
  
  **** *******

  Customer response

  12/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: That is a hilarious response "Whoops, we sent your gun to an address you haven't lived at for more than 4 years, but I hope you get your gun back!" I even mentioned this multiple times what my current address is, there was no discrepancy, you are just incompetent and don't care about your customers. I'm attaching a screenshot FROM SEPTEMBER stating the address on the driver's license is not up to date, but it is in the WA DOL system, which is the reason I gave you my actual address MULTIPLE TIMES!
  
  Sincerely,
  
  **** *******
  

  

  Business response

  12/30/2024

  We apologize again for any inconvenience.  We have continued working with the customer to try to assist with this issue.  We did recommend the option of checking their previous address for the firearm as that was the location that it was sent to due to it being the address on the Driver's License we received.  We did also offer the option to see if the package could be picked up by *** and returned so that we can have the item reshipped to the updated address.  The customer informed us that they were waiting to hear back on their contact to the residents of the address the firearm was shipped to and opted to have us wait to contact *** to try to do a return.  We are still working with the customer and attempted to reach out to them again today, 12/30, to see if they have heard back on getting the firearm, or if they would like us to try to contact *** to try to do a pick-up attempt.  At this time we have received a response but we will still assist the customer in rectifying this situation once we have further information.

• Initial Complaint

  12/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Rossi 92 rifle with 357 magnum and the 24” octagonal barrel on December 8Th, 2024. I paid $686.99.. My rifle has not shipped and when checking the status I saw that there was $164.50 price reduction for the same rifle. ******** buyer protection plan has authorized me the maximum reimbursement from ****** of $100. I contacted Buds about the $64.50 that I was overcharged.. Since the rifle has not shipped, they could pull a reduced price rifle and credit me the $64.50 that I was overcharged on the 8th of December. On the 8th, the 44 magnum rifle with the 24” octagonal barrel was priced at $522.49.. I believe Buds has a documented history of doing the price switching. Upon my inquiry with Buds gun shop today., the representative for the company; they change prices on all their guns. Sometimes multiple times per day. To summarize, I want $64.50 refunded back to me.

  

  Business response

  12/19/2024

  We are very sorry to hear the customer was not happy with their order.  We will always price our inventory based on our cost.  This means that our listings will always have the lowest price we can provide at that time.  When an order is placed we will begin processing the order right away so that we can ensure it is shipped out as quickly as possible.  This means that we will secure and process the inventory that we have at the lowest cost so that we can provide the best price to our customers.  This order was paid for via our ACH payment option which does take 5 business days for the funds to fully clear, but we will begin processing the order once it is first submitted.  This is done so that we can ensure that the customer is able to get the price for the item they originally paid for.  If we were to have sold out of the inventory available at the lower price our price would then increase and we would not then have to pull inventory that would have a higher cost to the customer.  This also means, that should we get inventory in at a lower cost our cost for the item we have pulled for the customer did not change.  As an example of this, the item the customer purchased is currently listed for a higher price, at $717.99, but we would not contact the customer to pay that higher total since the original item was secured for them.  However, to provide the best service possible we did partner with ****** so that they can provide some assistance to customers should a price drop occur by providing up to a $100 cash back for items that dropped in price.  If the customer has any questions we are always happy to assist.

  Customer response

  12/23/2024

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

  1)  I was coerced into buying a Team Bud’s membership in order to purchase the R92 Rossi Rifle.   Priced at $24.99.   I respectfully request that this membership fee be refunded back to me upon the cancellation of the membership.

  2)   My main complaint is with the price of the Rossi R92 rifle decreasing 23.9% from the date I purchased the rifle and the ship date.   In addition, the same rifle chambered in 44 magnum was priced at $522.49 when I purchased my rifle for $686.99.    
  ****** buyer protection plan is reimbursing me the maximum amount of $100.00.   
  

  In closing, I hope Bud’s Gun shop will at least cancel my membership for Team Bud’s.    I will inform my friends and family in Texas as well as Colorado who have used Bud’s gun store to listen to me as I describe what happened to me.   I am a retired disabled veteran and paying an additional $64.50 more for a rifle that is identical to mine.   But, in a different caliber.    And, the price of my rifle decreased by $164.50 within one week.    It seems like they took advantage of me.    Upon talking to their customer support, they raise or lower prices frequently.   “Caveat Emptor”

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

  

  Business response

  12/26/2024

  We apologize if there was any confusion.  The customer was not coerced into purchasing a membership.  Many items are low inventory and marked as reserved for Team Bud's members.  While an item is reserved for Team Bud's members it would require a membership to purchase.  Items are not permanently reserved for Team Bud's members and can come off that status as inventory allows.  In this case, the customer would have elected to purchase the membership to purchase one or more of the items on their order.  Since the membership was used, we are unable to cancel the membership, but the customer will have access to all the benefits of the membership for the full year that they purchased including for the order they placed.  Also, as noted previously, we do not adjust our prices manually.  All of our prices are based on the cost of the inventory that we have currently available.  This of course can cause prices to fluctuate due to us getting in new inventory, or selling out of inventory, that we have at a particular cost causing us to have to pull from inventory that was received at a new cost.  This will cause our prices to update on our site automatically to reflect the new inventory cost we are pulling from.  As noted before, we do secure our inventory when the order is first placed to ensure the customer receives the item at the price they paid for.  This means that we did secure the firearm, at the current cost when the customer ordered so that now that our price of the firearm increased from $689.99 to $717.99 the customer would not be expected to pay the current price of the firearm.  This also means that we cannot price based on new inventory should our cost go down during the course of the order.  However, to provide an extra level of customer service we have partnered with ****** to provide the lowest price guarantee which the customer has taken advantage of in the event that our price does drop.

• Initial Complaint

  12/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased 2 firearms and one was received by the FFL; however the shotgun was undeliverable because ***** told me that the box was empty. I talk to an uncaring agent and was told that nothing would be done. No reshipment, no refund until the claim through ***** was done and that should have NOTHING to do with me. On top of that, I paid EXTRA for insurance of loss, damage, etc. so that should qualify me for an automatic refund or reshipment. I was told that nothing could be done until the claims have been cleared and that can take months with cheap companies like *****. Also, my question was not answered of WHY DIDNT THEY JUST SHIP BOTH ITEMS TOGETHER INSTEAD OF SEPARATLY???? I have been SERIOUSLY wronged in this situation and I want satisfaction of sending me what I paid for or a refund, and I will NEVER do business with these shysters again!!!!

  

  Business response

  12/18/2024

  We are very sorry to hear that there was an issue with the delivery of the customer's firearm and we are working to ensure that this issue can be resolved.  We understand the frustration that can happen when there are delivery issues, but the shipping claim is part of the shipping insurance process.  The shipping insurance is offered as additional coverage that is purchased with the carrier and means that the full replacement value of the items are covered.  If the additional shipping insurance is not purchased then the shipment would be covered under the standard coverage offered by the carrier, which can vary but in many cases covers the value up to only $100.  Once we are notified of an item that is lost in transit we would start the investigation and claim with the carrier who would start by trying to locate the missing item.  In most cases, if they can locate the item they would then continue with the delivery so that it can be completed.  If they are not then they would address the claim on the shipping insurance so that we can follow up to assist the customer.  The time for the claim to be completed can vary, for ***** the claims tend to take about 2-3 weeks, but the upcoming holidays could cause that to take a bit longer than average.  Our team is actively watching the investigation and claim process so that we can ensure that we can provide a resolution once it is all resolved.  In regards to the other question about the items shipping separately, that is due to the items that were purchased.  One of the items that was purchased was a handgun, which must ship via a different shipping method than long guns.  Handguns are shipped via second-day air shipping while long guns are shipped via ground shipping, so those two items could not have been shipped together.  Again, we understand the frustration and apologize for the inconvenience.

• Initial Complaint

  12/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a gun off of the website on11/14/24 for 413.49 and when it came it’s not the same as pictured. So I got ahold of them letting them know it was missing a couple of the parts (bipod and sleeve) and the scope wasn’t the right one. They got back with me and said the picture they used was wrong one. I said send me the correct stuff. They said no we won’t do that and I could return it. I didn’t want to I wanted the stuff. They eventually offered me a 30 dollar gift card that I refused and eventually excepted but that’s not what I want. The did false advertising and won’t stand behind what the picture shows

  

  Business response

  12/16/2024

  We understand the frustration and apologize for any inconvenience.  Unfortunately, there was an error in this listing where the photo linked to the item was incorrect.  However, the description for the firearm was correct and did mention that it came with the scope that the customer received, and did not say that a bipod was included.  We understand there can be confusion based on the photo and we have corrected the listing. We did offer the customer the option to return the firearm for a full refund even after the transfer due to the listing error.  We always advise our customers to notify us of any issues prior to transfer at the FFL dealer so that we can assist if anything is incorrect, missing, or if there are any other issues with the item.  The customer notified us that they did not wish to return the firearm so we did offer the coupon toward a future purchase as they mentioned.  This coupon is not to provide the cost of the missing items as the price the customer paid is correct for what they received as it was the item that was listed and purchased.  The customer did accept the coupon that was provided for the listing error so we considered the situation as resolved.  If the customer is still unhappy with the firearm we can still offer the option to return it for a full refund as long as it has not been fired.

  Customer response

  12/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: I want the gun pictured period. I’m not going to accept any less. You guys offer a 30 dollar coupon and you charge 20 to ship. That does nothing. I won’t accept anything less than what is in the picture 
  
  Sincerely,
  
  ****** ********

  

  Business response

  12/16/2024

  We apologize for any confusion.  The firearm that was shown in the image for the listing was not the firearm that was described by the listing.  The photo was unfortunately linked to the incorrect model and is for a different firearm than what was purchased.  We again do understand how that can cause confusion and are happy to assist the customer with a return if they are unhappy with the firearm that they did receive, as long as it is unfired.  We are unable to provide the other item because the item that the customer received was correct based on the description of the item that was available and the price that it was listed at.  We did offer the coupon to the customer if they wished to keep it as an apology for the listing error, and that was accepted and provided.  The only other option we can provide would be the option to return the firearm for a full refund as long as it has not been fired.

  Customer response

  12/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  This is false advertisement and not acceptable  you need to give me what the picture shows end of story  I can send this gin back and you can send me the correct gun 

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

• Initial Complaint

  12/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order Number: ******* Order Date: Friday, November 22, 2024 I recently purchased a BCM Lower Receiver with *** *** * ***** Stock through the *************** website. The item was delivered to the Buds Gun Shop location in Lexington, and I visited the store on December 10, 2024, to inspect the product. Upon inspection, I noticed that the staking on the castle nut was incorrectly done. Specifically, the staking was applied toward the lower receiver rather than the castle nut itself. I brought this issue to the attention of an employee, who offered to have another lower receiver sent for exchange. However, as there were no additional units in stock at that time, I chose to request a refund. After receiving the refund notification, I was surprised to see that I had been charged a restocking fee, especially given that the issue was due to a manufacturing error, which was beyond my control. I contacted the provided customer service number, and I was assured that the restocking fee would be addressed and refunded. However, after not receiving any confirmation, I followed up again and was informed that the staking issue had been deemed correct and that the item was machined properly. As a result, my request for a refund was refused. I am requesting that the restocking fee be reversed, as this situation was not due to any fault on my part, but rather a defect in the product. I would appreciate prompt resolution of this matter. Thank you for your attention to this issue. I look forward to your timely response and resolution

  

  Business response

  12/11/2024

  We are very sorry for any inconvenience.  There was some confusion when this firearm was refused as many people in our retail department reviewed the receiver and did not notice the issue.  It is likely that they were not aware of the specific complaint and overlooked the staking that was done on the firearm.  Our customer service team did get photos of the firearm from all angles and confirmed that there was an area that was staked on the wrong side of the plate, and the other staked area was not effectively staked, even though it was done in the correct location.  Based on this information we did confirm that there was an issue with this firearm and we have notified our financing team to refund the remaining balance to the customer's card and apologize again for the inconvenience.

  Customer response

  12/13/2024

  
  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,
  
  ******* **********

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• Initial Complaint

  12/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/27/24 I order ammunition from Buds. I also paid for shipping insurance. There was only one tracking number given to me and upon receiving that package and opening it noticed most of my order missing. I had ordered 14 boxes and only received 4. I contacted customer service through a chat and that's when I was informed there was a second package delivered and they gave me a tracking number through *****. ***** lost the package and a claim was filed. I received confirmation from ***** on 11/19/24 that the package was lost and that they closed the case. Buds refuses to do anything about it and continues to tell me they are waiting on the case to be closed through ***** even with proof that's its already closed.

  

  Business response

  12/02/2024

  We apologize for any inconvenience.  We started the investigation and claim process for the lost shipment of this order on 11/14.  We have informed the customer that this claim is still being processed.  When a package that is insured is lost, damaged, or stolen during transit we would notify the carrier of the issue so that they can attempt to locate the package to continue the delivery or process a claim for the lost products.  In this case, it does appear that the package is lost and our claims department has looked into this claim as of today, 12/2, and it is still open.  This does not mean that the investigation is not complete, as the customer shows, it does appear that ***** did show the package as lost at the time of the emails, but the claim that was submitted is still open and has not been paid.  The claim process can take some time to be completed, which would be affected during the holidays as well.  Unfortunately, we have to treat it as an open claim until it is completed and paid as the package could be located and continue delivery during it which would end up with the claim being denied, so we cannot replace the order or issue a refund until the claim is completed.  We apologize again for any inconvenience and we appreciate the customer's patience.

  Customer response

  12/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: The email I received from ***** on 11/19/24 clearly states "after exhausting all search options, we haven't been able to locate this shipment".  Also, another email from them I received the same day stated the case had been closed. If I look up the tracking number on ***** website it states that the barcode was unreadable and replaced this was on 11/6/24 almost one month to the date. I contacted ***** myself to check on the package something that Buds refuses to do. I wasn't even informed by buds that they had sent my order in two different shipments until after the first partial shipment had arrived and I messaged them about the rest of my order. Thats when I was told there was a second shipment. I was in the process of speaking to an agent of theirs earlier today he was in the process of checking the shipping warehouse and then I conveniently was disconnected and so I immediately reconnected the chat and asked to speak with him again and they refused. 
  
  Sincerely,
  
  **** ********

  

  Business response

  12/02/2024

  We are again sorry for the inconvenience and we understand the frustration.  As we stated before we have been in contact with ***** and we confirmed that the claim is still open.  The normal process for a claim could take 1-3 weeks to be completed, and due to the holidays, it could take longer than the normal time frame.  Our claims department works directly with our carriers to make sure that once a claim is completed we can ensure that the order is replaced or refunded.  However, we do have to have confirmation that the claim is completed and approved before we can do so.  Once we have a response on the process of the claim we will process a resolution on the order as quickly as possible.

  Customer response

  12/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: Here is proof from ***** that they sent me saying it's canceled.
  
  Sincerely,
  
  **** ********

  Customer response

  12/03/2024

  
  Date Sent: 12/2/2024 4:50:47 PM
  
  Complaint: ********
  
  I am rejecting this response because: Here is proof from ***** that they sent me saying it's canceled.
  
  Sincerely,
  
  **** ********

  

  Business response

  12/03/2024

  Our claims department has reviewed the emails and we understand the information that the customer has received from ***** shows that they appear to have closed the investigation.  However, that does not mean that the claim has been completed.  At this time, we have confirmed with ***** that the claim is open on this shipment and we must wait until that claim is approved and completed before we can proceed with a refund on the order.  We understand that this wait can be frustrating and we apologize again for the inconvenience.  However, since the claim approval will provide the restitution under the purchased shipping insurance we must confirm that the claim is approved.  If the claim were to be denied then we would not receive the compensation for the lost items.  Based on the email the customer shows it is very likely that the claim will be approved but it is not a guarantee.  As we stated before, it is possible that they may deny the claim due to the package being located and the continuing delivery.  Again, that is not the most likely scenario, but it is a possible one so we must give ***** the time to complete their process and approve, or deny, the claim.  Once that claim is completed we will be more than happy to assist the customer with the order.

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