ComplaintsforBud's Gun Shop.com

• Initial Complaint

  08/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Good morning, This is my second complaint posted on this company. I had a bad experience Buds earlier this year and posted a complaint about a false advertisement. I was offered a refund but it was not for 100% of my cost. However, Buds has a lot of good reviews but I was wanting to give them another shot. After attempting to make a purchase I was receiving an error as you can see in the attachment. I was advised by customer service they are unable to process any orders to my account and they have no further information. After asking for more information and if I could make a new account I was advised they don't feel comfortable processing any future orders for me. They would not give me any further details on it. Please advise why you are refusing services to me.

  

  Business response

  08/06/2024

  We have closed the account in question due to the customer stating, and as noted is continuing to state, that we falsely advertised a firearm.  We have explained that this is incorrect.  The listing for this firearm was correct and the customer received the item as it was listed.  However, they were expecting the firearm to have features that were not listed.  The item that was listed had a civilian firearm model number and was a police trade in.  This means that it was a firearm that was sold to us by a police department.  The customer assumed that this firearm would be manufacturer differently than the civilian model, but as advertised, it was the civilian model.  This was explained to the customer but they did not accept that and continued to assert that we misrepresented the product.  We did offer to bring the item back per our terms and conditions and explained that there would be a restocking fee and return shipping costs to cover our costs for processing and shipping the firearm both ways and the customer refused that option.  We wish the customer well wherever they choose to shop in the future.

  Customer response

  08/06/2024

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

  I was not lying in my posting. I verified with the manufacturer this was NOT a police weapon and included that attachment in my initial compliant. They did provide the model number which does not mean anything.  If they were a transparent company, they would of provided the serial number in their posting so customers can verify what they're selling.
  
  I guess my problem with Buds Gun Shop is their lack of transparency.  From the first purchase where they sold me a police shotgun without the police specs to now on why their customer service cannot tell me why my account is blocked.  I appreciate the explanation but it does feel like you are hiding things from your customers and blocking the ones who call you out on it.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  One 6/30/24 I placed an order ********* for 4 products. They were taking too long to ship it. So I cancelled the order on 7/5/24. They have yet to send me a refund. I want my refund NOW.

  

  Business response

  08/01/2024

  We are very sorry to hear that the customer was not happy with our processing time frame.  We do advertise that our standard processing time frame for our orders is 3-7 business days.  We will always ensure our orders are processed and shipped out as quickly as possible, however, due to the processing required we some orders can take that full time frame to be fully processed and shipped out.  In this case, the customer placed an order on Saturday and contacted us to cancel the order the following Friday, which would have been the 5th business day.  Since this was within our standard time frame we notified the customer we can cancel the order but there would be a 10% cancellation fee since it was still within our advertised time frame.  The customer responded by stating that if fees would apply they would file a dispute with their financing company as shown in the screenshot they provided.  We responded that if they intended to file a dispute we would be unable to issue a refund as that would not cancel out a dispute, so once we are notified of a dispute the refund would be between the customer and their financial institution.

  Customer response

  08/01/2024

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

  you are in violation of legal aspects of the law. You cancelled my order without refunding  no dispute was processed  you have 24 hours to refund my money or I will file charges and you will face the penalty of the law  

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

  

  Business response

  08/02/2024

  We did wish to provide the customer with a refund for the order.  However, as shown in the screenshot of our communication, once they were notified that there would be a cancellation fee the customer advised us they would file a dispute in order to cause a loss to our business.  Since it was clear that they intended to file a dispute we advised the customer that we would not be able to provide a refund and that they would need to work through their financial institution to collect their refund and that we would not dispute it once it was received.  Since it can take some time before we are notified we are unable to know when or if once is in process until the bank sends us the notification.  After being notified of that the customer became extremely hostile and began harassing the representative that was answering the ticket and it has been closed.  Unfortunately, since the customer refused to accept the cancellation fees that would apply to this order since it was still within our standard time frame, and the threat of the chargeback due to those fees the customer would need to work through their bank or card company for reimbursement.

  Customer response

  08/05/2024

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

  A report has been filed with both Illinois and Kentucky’s attorney general for deceptive practices involving theft. I provided proof that there was no dispute processed. 
  

  you thieves will get karma from the law  

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

• Initial Complaint

  07/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 25th 2024 I purchased an item from Buds Gun Shop in Kentucky. Online it said it was in stock, but I also called to double check and the rep confirmed it was indeed in stock. So I place the order expecting that if it is in stock it should ship within a few days. I then get a notice that this is a "special order item" that will take an additional 7 days to ship on top of the already 3-7 days quoted for actual in stock items. I call the rep and after they tell me this is a special order item again they also mention it has to ship from an affiliate warehouse. So for anyone that doesnt know - they didnt actually have it in stock but they know a distributor that did have it in stock. So they had to ship to Buds Gun Shop and Buds would then ship it to me. After they tell me of the timeline I decide to cancel as I knew of another company that actually had it stock and ready to ship. So I cancel the order. The rep tells me there is a 10% cancellation fee. I did see this at the time of the order and if something was actually in stock and I wanted to cancel I totally get it. This wasnt the case here. It wasnt in Buds possession to charge the 10%. Again if Buds Gun Shop had in stock and it was about to ship 1) I wouldnt cancel 2) I would totally understand getting hit with the charge and there was effort by staff to prepare it. Again - not the case here at all. Question: If its in stock why is it a special order item? So I tell the rep - cancel the order and I am disputing the 10% - which was $140 cancellation fee with my CC company. She puts me on a brief hold to speak her supervisor I am sure and comes back to tell me "if you dispute the charge we will mark your account and you can never buy from us again". So why in God's name would I want to buy from a dishonest company ever again?

  

  Business response

  07/29/2024

  We did reach out to the customer to explain our special order processing time frames and policies.  Our special order items are in stock, but items marked on our website as special order items would require additional time to process.  In many cases, these items are stored in inventory warehouses, but due to requirements when shipping firearms those items have to be transported to our shipping warehouse to be shipped out which can cause the items to take longer than our standard 3-7 business day time frame to be shipped out.  We will always ship our orders out as quickly as possible and in some cases special order items could ship out within the normal time frame, but since they may not we do notify customers they could take up to an additional 7 business days to process.  We did reach out to the customer to assist with a refund for the cancellation fees as a one time courtesy.  However, we were informed the payment dispute as already in process so we advised the customer we would accept that once we were notified of it.  Since this was due to a misunderstanding over our special order items we will leave the account open for future purchases.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order of over $200 on an item and I haven't received it. Talked to customer service and my claim was denied. Horrible customer service and insurance is false advertised. Be cautious when buying from this company, there are better companies that care about the money you spend with them.

  

  Business response

  07/22/2024

  We are very sorry to hear that the customer did not receive the shipment.  Our shipping insurance does cover the full replacement value if an item is lost, damaged, or stolen during transit.  When we are notified that an item was not received a claim is started on the shipment to determine if there was an issue with the delivery of the package.  In this case, the package was confirmed to have been delivered correctly and the tracking has a photo showing the correct delivery.  This means that the most likely scenario is that the item was stolen after delivery which would not be covered under the shipping insurance.  This means that the claim was denied meaning we were unable to be reimbursed for the package, and for that reason are unable to issue a refund on replacement.  When there is an issue of a stolen package we would recommend notifying the local law enforcement that the package that was sent was stolen after delivery.

  Customer response

  07/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  There should’ve been an option for signature delivery. There was no option to change the type of shipping . I was home at the time of delivery when this occurred . This was a lost on my part while the company is paid . 
  Sincerely,
  
  ***** *****

  

  Business response

  07/23/2024

  We are again very sorry for the inconvenience and we understand the frustration.  We do not have the option to pick specific shipping methods.  In order to provide the fastest service some items, particularly in the case of accessories, are shipped direct from inventory warehouses which may not have access to all shipping options.   For that reason items are setup to ship the same way depending on the type of item they are to ensure that everything can be processed for customers as quickly as possible.  We do pay for the inventory that we ship and for the shipping itself, and the extra shipping insurance is paid to us so that it can be added with the carrier.  If a claim is denied as the order was confirmed delivered correctly, we are unable to get reimbursed for our costs for the item and shipping to be able to provide that reimbursement to the customer.  That insurance would cover any issues that happened during transit, but unfortunately, does not cover any loss, damage, or theft after delivery is made.  That is why we would recommend reporting any potential theft after delivery to the customer's local law enforcement to see if they can provide any assistance. 

  Customer response

  07/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: customer service denies responsibility for package once shipped and there’s no way to file a claim leaving the customer with no other option but to take a lost if any mishap occurs . Lost a customer and I’ll be sure to share my experience to avoid others from dealing with horrible service such as what I received . 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  07/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Order Firearm online pay for $397.00 They called the next day. they said they couldn't sell it for the advertised price they need $70 More They still have gun advertised at Fraud Price today 5 Days later

  

  Business response

  07/22/2024

  We are very sorry for any inconvenience. Our inventory is automatically priced by our system based on our replacement cost.  Unfortunately, in cases like this a feed error can occur which will cause the system to set our price incorrectly.  In the event of an issue like this we do contact the customer to let them know the situation and see if they would like to continue with the order at the correct price, or we offer a full refund as we understand if they would not want to do so.  This item has been corrected at this time, it does appear that the feed error was still present while the issue was being corrected but at the time of writing this item is listed for $442.99.  After speaking with the customer we did provide the full refund that was requested.   We apologize again for any inconvenience.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a firearm from Buds showing 10 round magazines. BEFORE buy I asked if the gun would ship with the stock/standard 15 round magazines (since SC has no quantity restriction) and received a written reply stating “We would ship this as it comes to South Carolina as there are no restrictions for magazine capacity limits.” It comes with 15 round mags and they replied it would ship as it comes and even mentions SC has no restrictions. Today on the phone I was told NO we are shipping it with 10 round mags, despite me explaining their own reply.

  

  Business response

  07/19/2024

  We are very sorry to hear that the customer was not happy with the item they purchased.  As the customer stated, they did purchase a model that stated it would come with 10 round magazines.  The customer then asked us if we could ship the item with 15 round magazines and we informed him that the item would ship as it was listed, which in this case meant that it would come with the stock 10 round magazines for the model that the customer purchased.  We do have a listing for the firearm that does come with 15 round magazines, but that was not the model that the customer selected and checked out with.  That item being a different model does have a different price as all of our items are priced based off of our cost, and we last received the 15 round model at a higher cost.  Currently the 15 round model is listed at $499.00 while the model the customer purchased is listed at $319.99.  We apologize if there was any misunderstanding, but as noted the item would ship with the stock items as it was shipped to us by the manufacturer, which for this model meant that it would come with the 10 round magazine as listed.  The customer informed us they did not wish to cancel the order so at this time it is still processing as requested.

  Customer response

  07/22/2024

  
  Complaint: ********
  
  I am rejecting this response because the merchant’s response is both disingenuous and false.  First, there is NO online listing for the SAME firearm with the only difference being the magazine capacity - there ARE other PFC9 offerings but they are NOT the same basic black.  Second, “as it comes” from the manufacturer are with FIFTEEN around mags, NOT 10, AND I asked the question BEFORE purchasing and the merchant themselves said it would come, specifically to SC, ‘as it comes’ meaning from the manufacturer and even elaborates to say and acknowledge there are no magazine restrictions in my state.  Third, the mags whether 10 round or 15 round cost and sell for the SAME amount - to say I could have purchased the 15 round from another offering (which you do NOT list) for $500 vs $320 is RIDICULOUS!  The magazine costs are THE SAME.  So since the seller has mentioned it and since it is obvious they are scamming me and going against what they provided IN WRITING before the sale, I want to cancel the transaction and get a refund.  All they had to do was say yeah, it’s unclear, we should have sent two 15 round mags and not 10’s in THIS instance and showed good service but they can’t bring themselves to do it.  So not I want a refund.
  
  Sincerely,
  
  ******* *********

  

  Business response

  07/23/2024

  We are very sorry for any misunderstanding.  We have provided screenshots of the two listings for this model firearm.  The first listing is the one the customer purchased under our item number *********, which is the manufacturer's model number *************  The 10 in the model number designates that model as the 10 round model, and it is listed as such in the title and specifications.  That means that this firearm is made and shipped from the manufacturer with 10 round magazines.  The other listing is item number ****** and has the model number **********.  That is the same model number minus the 10 which means that it is the same firearm but it has 15 round magazines.  Currently that model is listed for $499.00 as shown in the image.  This price difference is not due to the magazines being more expensive it is due to our cost for that model being more than our cost for the other model, so we could offer the other model at a lower price.  So as stated before when we advised that the item would come as listed from the manufacturer that means it would come with the 10 round magazines that were listed for that model.  We then confirmed that there were no restrictions for the customer's state as that was part of their question, so that they knew they were not required to purchase the 10 round model.  We did offer to assist the customer with cancelling the order when we were contacted prior to the order shipping but the customer opted to keep the order as is.  At this point the firearm has shipped out and we did reach out to the customer and provided contact information so that we can assist with a return if they choose to do so.

  Customer response

  07/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: when you search for PFC9 only the one listing for $320 appears, your stated listing of the ‘other’ one does NOT appear - there is NO SUCH model called the PF69 which is what you listed it as!  I’ve given you every opportunity to do the right thing and you’ve refused to do the right thing.  I’ve asked you to cancel the order and you’ve refused.  So now I will file a dispute directly with my bank to get the funds returned, even partially, as your sales practices are fraudulent.  I am also filing complaints with the ******** ***** ** ******** ******* for your deceptive practices, as well as with *** since you violated their shipping policies.  I don’t care what the BBB does - they’re useless anyway.  We’re done.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable with this debt with ***************. I do not have a contract with Monterey Collection SV. They have not provided me with original contract which I have requested.

  

  Business response

  07/11/2024

  We do offer the option of purchasing items from our website via a financing option.  We are happy to assist with requests regarding orders placed with a contract or with returning an existing contract.  However, the financing is done through another company that we work with so we do not approve, deny, or process the requests.  This is why we are unable to provide a copy of the contract itself, though we would recommend reaching out to Credova as they are the company that originally would have approved the contract and should be able to provide a copy.  If there are any questions about the contract or any additional information we can assist once we have further information on the contract itself.  We would recommend reaching out to us via our LiveChat service or via email through the 'Email Us' link at the top of our website with the contract ID and our representatives could provide the order it was used for if it had been completed or assist with returning the contract if the order had not yet been submitted.

• 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.

*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. ↩