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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/28/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On 9/19/23 I placed an order for a rifle they said they had in stock. I received two emails request that my local dealer with a Federal Firearms License send them copies of of the license. On 9/20/23 at approximately 4:14PM EDT I spoke with an individual to verify that they had received the FFL information they requested. I also verified that they actual had the rifle in stock as my order history on their website said the rifle was out of stock. That was the last contact I've had with the company. I paid for expedited 1 to 2 day shipping. Even being lenient, the rifle should have been sent by 9/22/23. I have had not other contact. No email with shipping information, no nothings. They haven't returned phone calls.
Business response
09/28/2023
Dear Mr. ******
Thank you for your feedback. We strive for transparency and customer satisfaction. On 9/19/23, you ordered a rifle, which was in stock. We promptly sent two emails for your dealer's Federal Firearms License (FFL) details, a standard step in firearm transactions. Our system confirms these emails were received by you. On 9/20/23, you spoke with our team at 4:14PM EDT to verify the FFL receipt and rifle availability.
Order Cancellation: We prioritize the safety and security of our transactions. Upon receiving threats of a chargeback from you, we made the decision to cancel your order to protect our merchandise and maintain the integrity of our business operations. It is our policy not to ship items when faced with potential fraudulent activities or when customers make threats or harass our staff. This decision was made in the best interest of our business and other customers.
Chargeback and Allegations: We would like to address the serious allegation of "Friendly Fraud." Chargebacks are mechanisms designed to protect consumers from unauthorized transactions. However, when used inappropriately or as a threat, they can adversely impact businesses. Our actions were based on the information and threats presented to us at the time.
Customer Service: We regret any inconvenience you may have experienced. Our goal is to ensure that all our customers are satisfied with their purchases and the service they receive. We have a dedicated customer service team that is always ready to assist, and we encourage our customers to reach out with any concerns.
In conclusion, our actions were taken in good faith and in line with our company policies.Thank you for your understanding.
Initial Complaint
09/25/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Firearm purchased was returned and I was told on 9/12/2023 on a phone call that a full refund would be sent to my *****l, after 3 months of trying to get online support with NO RESPONSE. And now it has been 10 days and no refund has been sent.Business response
09/25/2023
Thank you for highlighting this matter. We value feedback and always address concerns with professionalism.
Order Details: In May 2022, the customer bought a CLASS III item (Silencer). The application was denied due to legal/criminal background issues, prohibiting ownership. We adhere to all regulations for safe and legal transactions.
Return & Investigation: We've agreed to process the return, given the time since the order. Due to the item's nature and time out of our hands, verifying its integrity and authenticity is critical. For items like this, in-depth checks are standard to ensure protection for our business and clients. Such thoroughness, especially after a long duration, is a standard and reasonable practice. Your understanding as we prioritize safety and legality is appreciated.
Communication Channel: We acknowledge that the customer communicated with us through our support portal. However, it's worth noting that the said portal has not been in use since August of 2022. We apologize for any inconvenience this may have caused and appreciate your patience in this matter.
Return & Investigation: We've agreed to process the return, considering the time since the order. Given the item's nature and the duration it has been out of our hands, verifying its integrity and authenticity is paramount. For such items, in-depth checks are routine to protect our business and customers. Your understanding, as we prioritize safety, legality, and transactional integrity, is appreciated.
Refund: Our policy doesn't support PayPal due to their firearm stance. After return verification, a refund will be made via a certified check.
We remain committed to resolving this matter to the satisfaction of all parties involved. Your understanding and patience during this process are greatly appreciated.
Sincerely,
TheGunDock.com
Customer response
09/25/2023
Complaint: ********
I am rejecting this response because: This firearm was shipped to an FFL who does not have a range and therefor means this gun is unfired and in new condition, what is there to inspect?
Sincerely,
***** *******Business response
09/26/2023
Dear Mr. *******,
Thank you for taking the time to share your concerns with us. We completely understand where you're coming from, and we'd like to provide some clarity on our procedures. We also apologize that your background issues prevented you from passing the criteria set by the ATF to possess such weapons. We don't often have to deal with ATF denials on NFA items, so our process is very thorough before we close out the case.
While we acknowledge that the item was sent to an FFL without a range, implying that it might not have been fired, our primary concern revolves around the regulations associated with CLASS III/NFA items. These regulations mandate a rigorous verification process for the chain of custody, irrespective of the condition of the item. Given that the item was away from our premises for over a year, it's paramount for us to ensure that all regulatory requirements have been consistently met during this period.
Please understand that our investigation is not a reflection of distrust towards you or the FFL, but rather a necessary protocol that we must follow to ensure the integrity and legality of the process for both our sakes. We genuinely appreciate your patience and cooperation in this matter and assure you that we are working diligently to expedite the process.
Warm regards,
TheGunDock.comCustomer response
10/02/2023
Complaint: ********
I am rejecting this response because: There is still no resolution or refund issued.
Sincerely,
***** *******Business response
10/05/2023
Dear Mr. *******,
Thank you once again for your patience and understanding as we navigate through this process. We genuinely apologize for any inconvenience or frustration this may have caused you.
I'd like to update you on the current status. We are in the final stages of our chain of custody investigation. We've found no issues thus far, and we are optimistic that the process will conclude shortly. The extended timeline is a result of waiting for responses from external parties involved, as well as our commitment to ensuring thoroughness in our investigation.Additionally, while we understand and respect your choice to lodge a complaint with the BBB, it has added another layer to our resolution process. We are working diligently to address the concerns raised in both forums in a timely manner.
Before we proceed with any potential refunds, we kindly request you to review, understand, and accept our return policy's conditions. This is crucial to ensure that there are no misunderstandings later on, and both parties are clear on the expectations.Again, I apologize for the delay, but I want to emphasize our commitment to resolving this matter in the best possible way for all parties involved. Your continued patience is greatly appreciated, and we look forward to finalizing this matter shortly.
Warm regards,
TheGunDock.comCustomer response
10/06/2023
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 happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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
04/14/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Placed order on 3/31/23. Emailed and received a promise for a tracking number but still no updates through 4/13/23. Called and the rep said he emailed the shipping manager but item still has not shipped two weeks since purchase date.Business response
04/14/2023
Item was shipped within two business days. Customer reached out as he stated he did and we found that the carrlier has incorrectly routed, or "lost" the package containing the grip. We have refunded the customer for the lost package.Customer response
04/17/2023
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 was never informed once over the course of 2 weeks that the package was shipped, much less lost. I feel thay they are lying. I'll take the refund but they will never get my business again.
Sincerely,
****** ********Initial Complaint
03/02/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
When I ordered I filtered on FFL "Dealers with license on file"...let me repeat that ..DEALERS WITH LICENSE ON FILE". I picked a license on file dealer and ordered only to be told 2 days later they can't ship until the dealer sends them a copy of their license. I don't think I've ever encountered anything so shady in all the guns I've ever bought online. I want a refund.Business response
03/02/2023
This customer is trying to force us to send a firearm without a license which is ILLEGAL. We have cancelled the order and reported this attempt to obtain a firearm illegally to the ATF. We will not apologize for following the law.Initial Complaint
09/01/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered hollow point 30 super carry ammo and received the wrong 30 super carry ammo. They sent me a return label to ship it back for an exchange. Once I mailed it back I got an email saying they don’t carry that type and will refund me my money. Shipping confirms they received it and they confirmed they got it but have refused to answer my emails about getting my money back.Business response
09/01/2022
The customer did not include any identifying information with the return so therefore the refund was not matched to her order. All communications from this customer were responded to very quickly.
Initial Complaint
06/30/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Agreed to purchase an item via a auction transaction. They cancelled it <12hrs later claiming item was “out of stock". Same item was listed on their business site with over 90% price increase. They are required to maintain possession for delivery to winner upon payment, however this is not enforced. Upon further public research, there have been multiple claims of bad faith transactions with this business.Business response
06/30/2022
This customer did not pay. He hit the "BUY NOW" but did not enter credit card information or otherwise remit payment. The items are not secured until they are paid for which is stated in the purchase agreement, he accepted by using the marketplace.
Please ask the customer to submit proof of payment. Once he is unable to do that, please reject this complaint.
Thank you.
Initial Complaint
03/22/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
ordered and paid for items that have not been shipped. It's been 2 weeks since ordered and 10 days since payment was taken. Shipping was sold as 2-4 days. Items have not shipped and I have requested a return of my money several times - no response.Business response
05/17/2022
Business Response /* (1000, 5, 2022/03/24) */ Customer was unfamiliar with how purchasing online works. Asked about the entire process right down to how a box was taped up. Order was purchased, processed and shipped within the time specified on the order. https://www.fedex.com/fedextrack/?trknbr=XXXXXXXXXXXX&trkqual=XXXXX XXXXXXXXXXXX FDEG Case closed.Initial Complaint
01/12/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered AR15 Pistol on Jan 4 and my local dealer already provided the FFL license. Received email from them that my order is all set and will ship 24 - 48 hours. I contacted them on Jan 6 asking for tracking number and they said they will ship soon. Contacted them again on Jan 10 and they said tracking number will be provided by Jan 12 but still no tracking. I saw they increased the price from $986.00 to $1,083.00. Not sure what reason they don't ship. They should refund me money so I will go buy some where else.Business response
03/10/2022
Business Response /* (1000, 5, 2022/01/13) */ Shipping time was 5 to 7 business days. Item was shipped FedEx XXXXXXXXXXXX. We increased the price because the sale was over. We are allowed to do that. Consumer Response /* (3000, 7, 2022/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Received few emails and they never say shipping 5-7 days. I wouldn't submit a complaint if they stated 5-7 days in the email. I ***'t mind to wait but they should honestly tell customer how many day. Below is the email received on Jan 4. A GOOD NEWS! YOUR ORDER IS NOW SHIPPING! Dear *** **, ** THIS EMAIL WILL BE FOLLOWED WITHIN THE NEXT 24 TO 48 HOURS WITH A TRACKING ID**
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Customer Complaints Summary
8 total complaints in the last 3 years.
0 complaints closed in the last 12 months.