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Initial Complaint
03/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
failed to ship , even tho i was told from day 1 that it was not an inventory problem, just busy--2 weeks after payment cleared was more of the same--"election year, and we're swamped and can't find any help" and after 3rd week went by still the same, and was never told why it didn't ship, so i tried to get a refund but only managed a partial one-and if you give them a 1-star review on their site they won't post it, so it makes me wonder how many multitudes of 1-star reviews there are that public will never see??Business response
03/12/2024
We are very sorry to hear the customer was unhappy with their order. This order was placed on 2/16 and there was not an issue with the inventory for the order. The order was submitted via electronic check which does take 5 business days to fully process and clear on the order. It is normal for customers to see the funds be deducted within 24-48 hours but the payment does take the full 5 business days before it is deposited into our account. In this case the funds were cleared on 2/26 and the order was moved into our shipping department. Unfortunately, the FFL's license that was selected expired in March, and this led to the order being unable to process due to the item not being able to be delivered before the FFL expired. We notified the customer of this and it was updated on 3/1. This did mean that the item had to begin processing again which is what caused the delay. We were then contacted on 3/9 which was on a Saturday, and would have been just after the 5th business day for the item that had begun processing again, that the customer would like to change the order. Our team tried to assist with changing the order per the customer's request and even offered to waive the cancellation fee on the original item, but the new item was more expensive and we were unable to collect a payment for the difference in price between the two items. We then offered the customer a full refund for the firearm that was cancelled, we could not refund for the accessory that had shipped out on the order and was already received since that item did not require an FFL to be shipped. In relation to our reviews, our website does state that reviews are meant to be for the products themselves. We will post any reviews that are submitted, good or bad, if it is in relation to the product.Customer response
03/12/2024
Complaint: ********
I am rejecting this response because: only half truth --real story is gun ordered on 16th of feb-24-they say it could take 5 days to clear,but it wasn't untill the 23rd when they told me me that funds were received,but be 4 more days to run trough their system. They were given a new ffl within 24 hrs from when i was notified the original one was expired.On 1st i was told item was in shipping ,waiting to be sent out. Four days later and still getting "sorry for delay"",were swamped" ect. On 3-6-24 it was more of the same "we apologize for the delay,and are making every effort to ship".After a few more days went by it was obvious the gun was not in stock so l attempted to have something they had in stock sent in its place.I tried to call but was told their lines were down,and it would do no good to call the store because they couldn't handle online things.I got through on the 11th and completed the swap and thought at last we were moving forward,however 10 min later i was called back saying i owed more money,because the new gun cost more than original one which l already knew, but because of it having less cost for insurance,which l go off their order form,they already had more than enough of my funds to cover the new purchase.There was a magazine in the original order,which i was told cost little to insure and ship yet they want to charge 65.70 for a 49.99 item.I was never told why my gun didn't ship, and wasn't even given a chance to get a full refund.i would gladly send back the magazine if they would give me a full refund.As of yet i've gotten nothing.As far as post goes they say they will not post profanity or inappropriate comments unrelated to the product being reviewed, but mine was neither,it just told the facts and the truth does not make buds look good,so i'm sure there are others that won't get posted either.
Sincerely,
**** *******Initial Complaint
03/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered Ruger Precision .22 magnum rim fire. I’m a “Team Buds” member (or at least I was). I’ve ordered 3 additional guns within the past 2 months. I’m a good customer and a good guy. I’m not so sure about Buds. When ordering on line, I executed a search to locate the item I was interested in. A few options were presented. I selected the version with a 15 round magazine. I was also presented a version with a 10 round magazine. Who wouldn’t prefer the larger magazine? Less reloading. That’s the sole reason I selected the 15 round version. I finalized my order. Paid for the gun and checked out. The next day or so I received notification from Buds about an issue with my order. I called them. I was informed that the 15 round magazine was illegal in VT. News to me. I was not familiar with the law. But it did come to my mind that Buds was aware of my location when I was building and finalizing my selection. They failed to notify me then. Why even present the 15 round version of it is illegal in my State. I believe it is done intentionally. I’ll explain. So I told Buds it was fine to “fix” my order and ship out the 10 round version. All set I thought. However, I had yet another conversation with a Buds Tesm member who told me that the 15 round magazine was legal in Vermont. She said it was legal because it was antimatter cartridge. Great Intjought. I prefer the 15 round magazine anyway. So the order was amended yet again. It’s important to note that in neither case did I tell them what to provide. They made obviously incorrect information stating I could utilize the 15 round magazine in VT. I feel largely dependent on Team Buds on something like this. The gun was shipped to my FFL in Vermont. I was wondering which version I ended up with. So I called Team Buds. I elevated to supervisory level. They “took” my magazine with out replacement. They resell them for profit. I objected and got blackballed. They blocked my inbound calls. They “steal” customer magazinesBusiness response
03/11/2024
When a customer logs into their account they receive a pop up advising them to make sure that the item they are interested in meets their state's regulations and links them to our page that lists those regulations. In this case, the customer did select a 15 round firearm and an additional 15 round magazine. When checking out the customer selected our "Magazine Removal Service" for the firearm which as we state does remove any high capacity magazines to allow us to ship the firearm. However, we still had to contact the customer to advise that we could not ship the additional 15 round magazine that was placed on the same order, and when the first representative spoke to him we did change that additional 15 round magazine to a 10 round version. The firearm was okay to process as the magazine removal service was selected which meant that the included with the firearm would be removed and we would ship the separately purchased 10 round magazine to the customer. There was a mistake made by a second representative, after the magazine was shipped, who stated that 15 round magazines could be sent to the customer. However, as we have advised the customer that was a mistake as they misread the restriction and that has been addressed with the representative. We advised the customer that the firearm would have to have the magazine removed as was originally requested and when the customer demanded that we replace it we advised we could not. We attempted to advise the customer that the magazine removal service can not substitute due to our price for the firearm not changing and that we are unable to resell any items removed from the firearm. Those magazines are disposed of and we cannot make any sales on them. However the customer hung up after calling us thieves, as they did above, and threatening legal action so we issued a return to sender as it was clear the customer did not want the item without the magazine and we have issued a full refund.Customer response
03/13/2024
Complaint: ********
I am rejecting this response because:
The response from Buds is as I anticipated. They don’t care about customer service. What they do care about is all the profits they are booking using a deceptive business practice.The “magazine removal service”. What service? It’s more like a theft. In my case, it’s obvious they care more about defending this vile practice than retaining good customers. My purchase history proves I was a very good customer. But no longer. I refuse to be treated as such. Buds is well aware of any “magazine restrictions” in the States that have them. I content they could eliminate all this confusion up front. But that would also eliminate the “magazine removal service profit center”. They could have easily red flagged my order and routed me to the correct size magazine. They could take it one step further by only presenting compliant items to begin with. This action creates customer angst. Rest assured there are many others treated as such. Buds defense is they claim the service was authorized by me. Rather I believe it is automated. If not, it falls into the category of “fine print” No one reads the fine print and Buds is aware of this. Most are just trying to get to payment and finalize. It’s a foolish policy in my view because it destroys customers Most businesses want you to come back to buy more. They must be doing pretty good profit wise with this. Buds sells Nationally. I find it hard to believe that if this was elevated to an executive or ownership level, that it would have gotten to this point I feel there’s a vindictive employee involved who doesn’t want this issue elevated within. A magazine typically costs $20-30. So why not just swap the magazine for one that’s compliant? Because there’s no profit in that and they don’t give a rat’s ass about repeat business. This sort of sleazy activity could also be illegal. Not sure But it is certainly distasteful.Initial Complaint
02/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I placed an order for Beretta APX carry that was listed on ***************. Due to their very poor customer service, and abnormally long "processing" delays... I requested the order to be canceled and money returned. Customer service agreed to cancel the pending order. I was told my customer service I would be issued a full refund. Today, when I called to inquire about my order.. I was told that they were keeping my money and the firearm. This is unacceptable and theft.Business response
02/23/2024
We are very sorry to hear the customer was upset with their order. After reviewing this order there were no processing delays that had occurred. This order was initially placed on 2/12 via an electronic check payment method. We do advise our customers that this payment process does take 5 business days to fully clear as we would not receive the funds until that process is completed. This process does not delay orders as we also advertise that our standard order processing time frame is 3-7 business days for all orders and payment methods. With electronic checks we begin processing the orders once they are submitted with the payment initialized, so those orders should ship within 5-7 business days as long as there are no issues with the payment clearing. The customer contacted us on 2/14, which would be the 2nd business day, to get a status update and upon us requesting the customer confirm their information to ensure we did have the correct order pulled up so that we are sure we are providing the correct information the customer became extremely hostile and informed us they would be contacting their bank to stop the payment. Since the customer stated they would be starting that process any refund would be between them and their financial institution.Customer response
02/24/2024
Complaint: ********
I am rejecting this response because: Show me the proof that I was disputing the ACH payment. I was told by your hostile staff that the payment would be reversed/returned after 5 days and I agreed to that. As of today, BudsGunShop has failed to refund my money or ship the item in question. In a later conversation, hostile staff clearly stated they were keeping my money and call my bank to deal with it. Unless it’s a case of fraud, the bank will cannot get my money back.
Sincerely,
******* ******Business response
02/28/2024
We were informed by the customer that they intended to dispute the charge when we were initially contacted regarding the order. Below are the messages that we received, edited only to remove the profanity that was sent:
******* ****** II
Are you ******* kidding? I had to login in order to chat with you. **** you then just call you ********, after I dispute the payment with my bank. **** you and gun shop******* ****** II
This is ********… this waste time. I will just call my bank. Then call you folks.These messages were sent in response to us asking the customer to verify their information to ensure that we have the correct order number pulled up. This is done for two purposes, to ensure that we are providing information to the customer on the order only, and also to ensure that we have the correct order before giving the information as it is very possible for a number to be transposed or entered incorrectly. Unfortunately, when it comes to payment disputes it can take weeks or months for us to receive notification from the bank regarding the stopped payment, so we can only go by the information the customer provided to us. We again recommend the customer reach out to their financial institution for more information on their processes with a disputed payment.
Customer response
03/08/2024
Complaint: ********
I am rejecting this response because:
As of today, my money hasn’t been return. My bank has verbally informed me that the seller needs to refund my money. or, allow my bank to take the funds back. According to my bank, Buds Gun Shop had money in their account in fewer than 72 hours. There is NO excuse for Buds Gun Shoo to keep my $354.74 without providing a product or service. This is nothing but theft of funds.
Sincerely,
******* ******Customer response
03/13/2024
Complaint: ********
I am rejecting this response because: As of today, my money hasn’t been return. My bank has verbally informed me that the seller needs to refund my money. or, allow my bank to take the funds back. According to my bank, Buds Gun Shop had money in their account in fewer than 72 hours. There is NO excuse for Buds Gun Shoo to keep my $354.74 without providing a product or service. This is nothing but theft of funds.
Sincerely,
******* ******Business response
03/14/2024
As we have notified the customer any refund would be between them and their bank due to them disputing the payment based upon their comments made and an issue on another order. Another order placed on the same day, order number *******, has the customer's name and address under a different account. This order was placed also using an ACH payment method but was changed to a credit card payment. We then issued a refund on the ACH once it cleared on 2/19, but then were notified later by the bank that the payment had been unfunded in addition to the refund that was already issued. As for the ACH processing time frame we do advise our customers that it does take 5 business days to fully clear. It is normal for customers, and their banks, to see the funds deducted from the account within 24-48 hours. However, that is the funds being removed by our payment processor, they will then process the payment and clear the funds and once that is complete we would receive the funds on the 5th business day. This process cannot be sped up, and it is possible for the payment to be denied during the process so we cannot treat an ACH as funded until the funds are deposited into our account which is why we advise our customers that all ACH payments take 5 business days to clear. This process does not delay orders however, as we start processing orders when they are submitted so assuming that the payment does clear the orders should still ship out within our advertised 3-7 business day processing time frame.Initial Complaint
02/21/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Buds seems to think it's okay for a pistol to be traveling for more than 2 weeks. Instead of 2nd day air, or priority mail or *** ** ****** Buds thinks **** ****** advantage is the best way to get a package to Alaska. Funny how every other online retailer I've bought a firearm from *** *** *** airs it to Alaska.Business response
02/21/2024
We are very sorry to hear the customer is unhappy with their order. We do ship via 2nd day air for our hand gun shipments in the lower 48. However, for shipments going outside the lower 48 our shipments are sent via ****. There are many reasons for this including requirements for customers and FFLs that can only receive deliveries via ****. We do use **** ****** advantage when shipping our firearms they must ship adult signature required, which is unfortunately not an option when shipping with USPS priority mail. We of course understand wishing to get the items as quickly as possible but shipping times to Alaska would generally take longer than items shipping within the lower 48.Initial Complaint
02/19/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a Smith and Wesson Volunteer XV from Buds, with a lifetime warranty. I received the firearm on a Friday evening and took it to the range the following Saturday morning. The gun jammed every 2 or 3 rounds and it took all my strength to pull the charging handle and clear the jam. I reached out to Buds right after leaving the range. The gun had been in my possession for less than 24 hours at this time and I was told to reach out to the manufacturer. I explained to Buds that I had purchased the firearm from them and not the manufacturer to which they replied "You receive it from us the same way we receive it from the manufacturer." So I attempted to reach out to the manufacturer and have not received a response in almost a week. In the meantime, I disassembled the rifle, cleaned and lubricated it and still had the same issue when firing it yesterday. I pay Buds an extra fee to be part of their membership program called "Team Buds", because their website makes it seem worth while. However, after making many purchases that have been dissatisfying, it is clear that being a Team Buds member, or doing business with Buds in the first place, isn't worth the money.Business response
02/19/2024
We are very sorry to hear that the customer had an issue with their firearm. Factory new firearms would be initially covered by the original manufacturer's warranty. We do show that the customer has purchased our supplemental lifetime warranty, which would cover any manufacturer defects for the lifetime of the firearm after the original warranty has expired. In this case, since the firearm was recently purchased it would still be covered under the original warranty so we recommend reaching out to the manufacturer for any repairs under their warranty. Once that warranty is no longer available then the customer can reach out to us for any assistance with any defects found on the firearm. We were notified that the customer was able to reach the manufacturer and they are providing a replacement magazine as they believe that will resolve the issue. The customer has requested that we issue a refund for the membership that was recently purchased along with a new layaway order and we have processed those requests with a full refund for each.Customer response
02/19/2024
Complaint: ********
I am rejecting this response because: As you can see via the attachment, I did purchase the lifetime warranty for this firearm. I do appreciate the refund for the membership and the layaway firearm.
Sincerely,
******* ******Business response
02/20/2024
That is correct, as we stated the customer did purchase the supplemental lifetime warranty that we offer. As stated before, being that the warranty is supplemental it would go into effect once the original manufacturer's warranty is expired or no longer available. At this time the firearm would still be covered under the original warranty offered by the manufacturer so we recommend the customer contact them for repair through their warranty. In this case, we were notified that the customer was able to reach the manufacturer and they recommended trying another magazine which they have provided. If that does not work we would recommend that the customer notify them of any issues so that they can continue to assist. If there are any defects with the firearm once the warranty from the manufacturer is no longer available we would be happy to assist the customer under our supplemental lifetime warranty that they have purchased.Customer response
02/20/2024
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.I apologize. I misread the previous message. I thought you said I had not purchased the warranty. Thank you for your assistance
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
02/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a rifle for $498 from ***** *********** *************** is advertising an upgraded model to what they "actually send out". So I purchased this gun from them and they sent out a cheaper version instead. I noticed the flip up adjustable sites were missing when I went to pick up the firearm from the ffl. I called customer service before I left the shop and was told they would give me a credit to fix the situation if the manufacturer didn't fix it first. Once I got home I noticed it was not only missing the flip up sites it was also missing the ATI Sr-1 buttstock and rubber overmolded grip. I called to try and fix the issue and they informed me I would need to spend a $25 ("restocking fee") to return the gun for a refund. So even though they messed up and sent out a gun, which I've found elsewhere for $329, that is not the correct gun I purchased .....they want me to pay to restock it. They have horrible customer service and I will never buy here again. I've purchased several firearms online and have bought from them before and have never had this problem before. BUYER BEWARE!!!!Business response
02/19/2024
We are very sorry for any inconvenience and confusion. After reviewing this order the firearm that was purchased was listed at $357, the final order total was $498 as it included 7 additional boxes of ammunition, shipping, sales tax, and the supplemental lifetime warranty that was added for the firearm. All of our items are priced based solely on our cost. This means that we price based on what we pay for the items, not based upon features or accessories included. We do understand in this case that the item was listed incorrectly and we apologize for that, but because of the way the item was priced the customer did receive the item that was paid for. However, at this time we are working with our supplier to see if there is a possibility of getting the parts that were missing from the original listing for the firearm to provide to the customer due to the listing error.Initial Complaint
02/06/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased 7 boxes of 9mm ammo. Three boxes arrived. The condition of the 3 boxes was old and warped. The shipping box was large enough to hold more than seven boxes. In fact, brown paper was used to fill in the excess space. That indicates that it left Buds with only 3 boxes. No insurance is necessary since the box came in tact and sealed. Tried contacting Buds and never received a response.Business response
02/07/2024
We are very sorry to hear that the customer did not receive the entirety of their order. Upon reviewing the order we did receive an email from the customer notifying us of the issue on Sunday, 2/4, and we did reply to the customer on Tuesday, 2/6, requesting information so that we can assist the customer with the issue. When there are products missing from the package we do verify with our warehouse that the order was packaged and shipped our correctly. After that we would start a claim with the carrier which requires us to have photos of the packaging and the contents to send to the carrier. At this time we are waiting for that information to be sent in to us so that we can proceed with the shipping investigation and claim.Initial Complaint
02/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 12/11/23 I purchased 5 items on multiples quantities (ordered #*******) and I did not received one of the item of 10 quantities. I called ************** and explained to them that the box weight is only 26lbs rather over 43lbs. They claimed the ***** damage the box during shipping and rebox and relabel it. But not 1 out of the 10 made it in the box. As a shipping manager in my previous career, I have not never heard nor experience shipping company reboxing and relabeling shipment. The shipping company will tape and fix the original box. ************** email instructions and I have replied to them on 12/20/23 and never received a responses back. Below is the email they sent me. I never got claim nor reference number regarding my claim. Call Center <********************> Dec 20, 2023, 11:19 AM to me I do apologize to hear about the issues with your order. Our shipping hub advises that they sent the product as ordered. We will need to have the order reviewed by the claims team. The claims team may need to open a claim with the shipping carrier. To request the review from claims we will need the following. Images of all 6 sides of the shipping box Image of the shipping label Image of all products and packing material received Image of the products and packing material arranged in the box how it appeared when you opened it Your preference on a refund or a replacement for the missing product in the event that the claim is approved Please reply at your earliest convenience.Business response
02/05/2024
We are very sorry for the inconvenience. We have reviewed this order and found that the email with the photos was received but due to an error it was not forwarded to our claims department for the shipping investigation to proceed. We have rectified this issue so that we can ensure that the investigation can begin with the carrier and we can start the claims process. This process can take some time depending on the shipping carrier's investigation but once we have a response from them regarding the claim we will notify the customer so that we can resolve the issue.Customer response
02/10/2024
Complaint: ********
This is unacceptable, how much more time, a month, a year. You guys need to investigate your shipping department and customer service. If the shipping label in those pictures were printed by your employee and the box is the same one you use, then its your shipping department not the shipping carrier. Furthermore, your customer service / call center needs more training. I called multiple times and I never received a confirmation nor reference number nor a call back. How do you guys have A+ rating from BBB when you can't even ship products within a month and with this customer service?
Sincerely,
****** ******Business response
02/16/2024
We understand the frustration as not all items were received by the customer. However, upon the completion of the investigation it does show that both tracking numbers were shipped correctly and received by the FFL. We have reached out to the FFL and they stated that the ammunition was received but that one part of the shipment was mistakenly put into their inventory and not provided to the customer. After working this out they advised us that they would work with the customer to provide compensation for the ammunition that was not received.Customer response
02/24/2024
Complaint: ********
This is unacceptable. First, I was only provided with one tracking number. Second, the shipping label on the package I picked up has no indication of a second package. Third, the packing list indicated that all items were in one package.You guys are blaming at the FFL for mistakenly putting the items into their inventory. Did your shipping department put my name on the that second package? Did you guys notify me of a second package or provide me with a second tracking number? Why would the FFL give me two packages if my name is only on one and I was informed by your company that I have one package shipped to the FFL.
Your company sells firearms and ammunition. You guys have to do better than that and properly train your shipping department and customer service department. It took more than two months, the BBB and the ******** ******* ** ********** to get this resolve.
Sincerely,
****** ******Initial Complaint
01/30/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On 1/29/2024 I purchased a DDH9 pistol using Buds Gun Shop's layaway feature. The order went through but wouldn't let me pay the 20% down for the transaction. Upon waking up to call customer service, I find that buds removed my order from my account, and raised the price of the product from $1000.99 to $1299. No emails were ever received. I then called customer support. They confirmed that I did place an order but that it didn't go through. I asked if I could be provided a discount code to get the original price, or something similar because I agreed to purchase at one price and then they canceled my order and tried to get me to pay more money. They said they could not. I was then transferred to a customer support manager who was equally unable to help me with this ridiculous issue. He told me to request a price match explaining my situation. The price match was denied so I have decided to contact BBB to escalate this complaint past their internal systems. To make this issue even more bizarre. I had sent the link to this DDH9 pistol to my father and he purchased one as well with no issues at the cost of $1000.99. So, I know for a fact that they did list this for this price. I would need to bother him for his order info, but of course it's not my account that order is under so I don't know how much good it would do outside of confirming I'm not some schizo who's making this up. I want the price matched to what I agreed to pay. Or I want store credit to make up the difference. What's the point of paying for a membership if the store only accepts orders that they make more money on and screws paying members. How Buds expects someone to purchase from them when their prices are never better and then on the rare occasion they are, they cancel your order without telling you is totally beyond me. My further experience with buds if this isn't fixed will be this. Never purchase from them again, tell everyone I know that they are scammers, and hope that people read this.Business response
01/30/2024
We are very sorry for any inconvenience. We did not experience any issues with our order or payment processing. In most cases if a payment is declined it is due to the billing information not fully matching the card being used. When a layaway order is received it does require the 20% deposit to be submitted so that we can secure the item on the order. If that deposit is not paid then they order is not held open and it is automatically removed from the system. It is not manually cancelled, this process happens if no payment is submitted within a few hours of the order being submitted, once the deposit is paid then the order is held for the length of term based on which layaway option was selected. Unfortunately, since this order was not paid we were unable to secure the firearm on the order. All of our inventory is priced based off of our current cost. As we sell inventory we may have to pull items from our warehouse that came to us with a different cost and that means that our price will automatically update to reflect this change in our price. Since this is based on our cost increasing we are unable to adjust the price back to an older price. However, as was noted to the customer, if an item has a price match request button it is possible to request a price for us to match. This is still based on our cost, and is part of the automated price system, so this means if the price was not accepted we are not able to provide the item at that price due to our current cost. After reviewing this item it does show that it is out of stock at this time, so we cannot place any order for the firearm until new inventory is received, and since all of our pricing is based off of our cost we cannot forecast what the price will be until it is received.Initial Complaint
01/17/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On 12/31/23 I had ordered the MC 14T based on the image advertised, though there is a disclaimer it doesn't justify providing a pistol with a different magazine, all things considered. The Support Rep. stated that "this item does not mention having a loading tool included?", well neither does it mention that the mag with loading tool is sold separately. The product image shows mag with loading tool and that was a particular item that I based my purchase on. It will cost me $8 + $10 shipping to order separate loader. There are plenty of images available that show the MC 14T with the standard 13 round magazine vs the magazine with loading base-plate tool.? The Rep. also states that "The loading baseplate tool is sold separately, according to EAA" -- I did not buy this from EAA, I bought this from Bud's Gun Shop?. Simply put, I found the Customer Service Rep reply rather insulting. I had suggested that Bud's modify the description to state that a standard mag is included and mag with loading tool is sold separately, or simply change the pistol image on the website. Regardless of any disclaimers, this boarders on false advertising. Following my customer service contact the website image was changed, but Bud's refused to correct their error (I had asked to be reimbursed the 18 dollar cost of ordering the loader).Business response
02/05/2024
We are very sorry for any inconvenience. All of the images on our website are stock photos and may not fully represent the item that is listed. Unfortunately, in this case the stock photo of the item did appear to have an additional accessory, this item was not listed in our description as coming with the item. We do understand the customer's expectations and if the customer did not wish to have the firearm without the accessory we would have been happy to assist with the return if the firearm was not transferred. However, the customer did opt to take transfer of the item without the accessory included which meant that it was now a used firearm so we would no longer be able to process a return on the item. As for pricing, all of our items are prices based solely on our cost, and not based on items that are or are not included. This means that the price that was listed and paid for the firearm was correct for the firearm that the customer received so we would not be able to provide the accessory, or a partial refund for the accessory. We have also updated the stock photo once we were made aware of the issue to ensure that the image does better reflect the product that was described.Customer response
02/05/2024
Complaint: ********
I am rejecting this response because: The business states that " We have also updated the stock photo once we were made aware of the issue to ensure that the image does better reflect the product that was described".I understand the risk of buying (and not buying) online and consider this complaint closed.
Sincerely,
****** ** ****Business response
02/07/2024
We apologize again for any inconvenience. We do have the disclaimer listed on our website to advise customers to ensure that the item shown in the image matches the description provided. Since this item's description did not mention that it came with the magazine loading tool that would mean it was not included. As noted before, we can understand the confusion, but we were using the stock photo that was provided to us for the listing. This is one of the reasons we ask customers to fully inspect the item at their FFL dealer before accepting transfer so that if anything is missing from the item, we can still assist with processing a return if they are unhappy with the product. However, once the transfer is completed we can no longer process a return as that would mean that the firearm was transferred to an individual and would be considered a used firearm from that point, even if it is unfired.Customer response
02/07/2024
Complaint: ********
I am rejecting this response because:Response does not rectify the advertising error at time of sale. I would like to close out the case, but not at the expense of having to accept explanation of me having received item at time of delivery. I accepted delivery because I thought that the incorrect magazine could be easily rectified and was satisfied with the mechanical condition of the item.
Sincerely,
****** ** ****
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Contact Information
1105 Industry Rd
Lexington, KY 40505-3846
Business hours
Today,9:00 AM - 7:00 PM
MMonday | 9:00 AM - 7:00 PM |
---|---|
TTuesday | 9:00 AM - 7:00 PM |
WWednesday | 9:00 AM - 7:00 PM |
ThThursday | 9:00 AM - 7:00 PM |
FFriday | 9:00 AM - 7:00 PM |
SaSaturday | 9:00 AM - 6:00 PM |
SuSunday | Closed |
Customer Complaints Summary
128 total complaints in the last 3 years.
51 complaints closed in the last 12 months.