Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/01/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: Jan 27,2024. Amound paid: $132.02. Order number: 182778. I have been waiting for any new updates about my order whether Shooting Surplus is going to ship the items or not. The item was shown in stock, so I thought that it's going to be shipped soon. But it's almost 4 business days, and multiple emails was sent to Shooting Surplus asking about my order. However, none were replied. I'd like to see if Shooting Surplus is going to solve my case any sooner. Thank you so much.

  

  Business Response

  Date: 02/01/2024

  Hello, This order was placed on saturday the 27th, and we are closed on the weekends, monday morning we sent her an email asking for address verification because the billing and shipping addresses were different in the order and we needed clarification before shipping. She has yet to resond to that. also, we try to get thing out as soon as possible, we try and ship orders out within 3-5 business days, weekends do not count. We have also left her a voicemail on this issue, and yet to hear back, please advise. Thanks

  Customer Answer

  Date: 02/07/2024

  
  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,
  
  ** ****

• Initial Complaint

  Date:01/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an online order to start immediate payments to Shooting Surplus (***********************) for an order of Sig Sauer X-Five DH3 for //$1199.99. I used Sezzle as a 4 payment option. The first payment of $304.70 came out immediately on 17 December 2023. According to Shooting Surplus, I should have received an email confirmation of order within 24-96 hours. I did not receive no such email. I made several attempts to call them at 800-727-6914. I left message to call me in reference to my order if there were any issue and I left my name, and contact number but did not receive a response. I sent them 2 separate emails and the final requesting cancellation of my order due to no contact and a full refund of the initial $304.70 that was paid to them online via Sezzle pay. The first email was sent (************************) on 20 December 2023 of which no response then I sent an email requesting cancellation on the 22 December 2023. I have filed a dispute with Sezzle pay to prevent any further payments to Shooting Surplus. Please provide any assistance to help me get a full refund of the $304.70. I have spent to Shooting Surplus and receive nothing from them. In the past I have made flawless online purchases from much better vendors such as Sportsman's Warehouse, Bud's Gun Shop, Cabelas, GameMasters Outdoors, and Sportsman Guide without any errors or delay. Thanks for your assistance with this matter.

  

  Business Response

  Date: 01/03/2024

  Hello, we spoke with customer and are refunding him, thanks

• Initial Complaint

  Date:12/21/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 4th 2023 I ordered a "1 × FAXON FIREARMS SENTINEL AR-10 PISTOL 8" 8.6 BLACKOUT SBA3 BRACE FX8608". At $185.67. after I initiated contact, I was told that the item was out of stock though clearly still showing in stock. After the inquiry it was listed as out of stock and a new listing was posted for a much higher price. I didn't expect them to honor the price as they are notorious for listing huge discounts in the hopes you will also buy non returnable accessories.

  

  Business Response

  Date: 12/21/2023

  Hello, we deal with over 250,000 products sitewide and this item wasnt listed correctly. the price wasnt for a faxon pistol but for a faxon barrel that the two listings got mixed up. sometimes with the system software updates or new items merge into out system things get merged together by mistake, as soon as we realized this mistake we issued the customer a full refund. we cannot sell a 2200$ item for under 200$, it just isnt possible. we saw the issue, we refunded the customer, and fixed the listing on our website. in reality the barrel that was actually the correct product for that price was in stock but the gun was not. we are sorry, there isnt anything else we can do. we hope this helps clear things up.

  Thanks and have a Merry Christmas

  ******* ****

  VP of Purchasing

• Initial Complaint

  Date:11/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a tripod from Shooting Surplus online. The shipping and taxes were added to the total and paid in full, but after the purchase, I didn't receive the product. I contacted them, and they told me they'd have to add $50 to the bill to cover shipping, at that time I said no, I don't agree to the extra charges. They then said in the details of buying, we can ask for more to ship. I said I didn't want to pay the new shipping cost so they charged me $38 for canceling the product. I told them I didn't consent to a cancelation fee, nor did I want to cancel the product.

  

  Business Response

  Date: 11/30/2023

  Hello, in reguards to this order, the Customer lives in Hawaii, and it lists in our shipping regulations that

  "Shipping to non continental 48 (Alaska, Hawaii, Guam, Puerto Rico) will be subject to a minimum additional shipping charge of $35, if your shipping exceeds the listings shipping charge plus additional charge you will be contacted before shipping."

  Being the final weight of this package was 16lbs, and the distance that the package was going, We had to let the customer know that there would be an additional shipping fee. We know that the additional charge wasnt great, so we reduced it by half, because the actual cost for shipping that size was double, so we try to help the customer out in that reguard. Being a Gunbroker purchase and not direct on our website, cancellation fees are more due to Gunbroker policy(not up to us), we had to charge a 15% cancellation fee, due to customer refusing to pay shipping, and the rest was refunded back to the customer. 

  Hope this helps, Thanks

   

  Matthew Gore 

  Purchasing Manager

  Customer Answer

  Date: 11/30/2023

  
  Complaint: ********
  
  I am rejecting this response because: In our legal contract the agreed shipping was added (highlighted in red). If there is an additional fee, the seller must get permission for additional cost from buyer. In that, if at this time there is not an agreed amount for shipping, then the seller can not by law charge additional fees to the buyer (Hawaii:  §708-8100  Fraudulent use of a credit card). There is no where on the sellers website where additional fees can be added, and if not agreed upon then more additional fees will be added.  That's not how business is done. Furthermore, I didn't give permission to cancel the contract that the seller went into upon the the sale (invoice for evidence). The seller canceled the sale and now is charging for the cancelation of sale.  Lastly, the seller is just making numbers up, here is from their own website what they'd charge for shipping. $45. Not the $92 they showed me for shipping and the $65 they wanted to charge me. 
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 12/11/2023

  Hello, we gave you a full refund and cancelled your order, and you bought the item from the manufacturer direct. you did not wanna pay the additional shipping fees, we understand, but we cannot help that thats what we were charged to send that large of a box all the way from louisiana to alaska, we hope you understand. thanks nad have a merry Christmas. 

   

  matthew 

  Head of Purchasing

• Initial Complaint

  Date:11/16/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bait&Switch Scam!!! i tried to make my first purchase from this online seller last week. found a cool off-brand item at a great price, BUT… They cancelled my order and said it was out of stock. ?????? It was still totally In-Stock!!, but at a significantly higher price $$$$ Bait&Switch SCAM!!!! eventually they called me and told me in person that it was canceled because it was out of stock, BUT, i checked and it was still available and selling on their website at a much higher price!!! They refused to honor our contract because they weren’t making enough profit from the deal!!! ALL BAD ????????

  Customer Answer

  Date: 11/16/2023

  I was contacted by this company today in response to my complaint and they assured me that the item was "out of stock" and that I was already refunded.

  My complaint is that the item was misrepresented online at a low price as an intentional advertising scam to attract new customers and receive all on my/our  personal information.

  The company is www.shootingsurplus.com and when I looked on gmaps review they had dozens of negative reviews saying the same complaint!!!

  I was going to forget about it but they contacted me with advertisements because I was now on their mailing list.

  I called them 2 times before i made the original online purchase but no answer or response.

  Then they sent me a cancellation/refund notice several days later.

  I replied to the can emails but they did not respond to me about that.

  Only when I responded to the advertisement email saying I wanted to unsubscribe, then they replied back and called me.

  The item was intentionally listed at a great price and then cancel after I signed up and gave All of my personal information.

  And the online reviews say this happens all the time at this company!!!

  

  Business Response

  Date: 11/16/2023

  Hello, Sorry to hear your experience wasnt what you hoped, we try our best to offer the best prices possible. We have multiple distributers we deal with to get the best deals for our customers. once one distributer runs out of that item at a certain price, like if there is a flash sale going on, our system picks up the next best price for sale. We did notify you asap about the out of stock and gave you a complete refund. We hope this clarified things and if you have anymore questions or concerns, please dont hesitate to email us at ************************, thanks

  PS. We are not a bait and switch. Nor are we a scam. thanks

  Customer Answer

  Date: 11/17/2023

  
  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.
  
  Sincerely,
  
  ****** ************

• Initial Complaint

  Date:09/21/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The item was clearly priced on the website. The item was located in a section called “Hot Deals”. It was marked as 93% off. They said the item was merged with another item on accident but no other item was shown. The description was clearly describing the item I purchased. They will not honor the price.

  

  Business Response

  Date: 09/21/2023

  Hello, we are very sorry about this. this listing price was not intentional, this was a messup on the IT side of things that we werent able to fix in time before orders got placed ffor this item. we have given full refunds. We understand that it was shown at that price but again, this was an almost 500$ item that the listing price got mixed up with a 20$ item. thanks and we hope you understand. 

  *******

  VP of Sales/Purchasing

  Customer Answer

  Date: 09/21/2023

   
  Complaint: ********
  
  I am rejecting this response because: The item was in a section called “hot deals” that means priced to sell fast. Shooting surplus can use that excuse to not fulfill items anytime if not held reliable 
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 09/21/2023

  Hello, like i said previously, i do appologize, but this almost never happens. we dont enjoy having to let customers know about this. it was an honest numerical error on our part. We hope you can understand and we will be happy to help with any future purchases or questions you have. 

   

  Thanks and God Bless

  Customer Answer

  Date: 09/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  It’s not reasonable 
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/15/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed two orders 9/10/23 order number 162128 9/11/23 order number 162220. Both orders were for 50 boxes of 500 rounds of .22 (25,000 rounds per order) The orders were not honored because they admitted they didn't advertise them correctly. They were advertised and purchased as 50 boxes of 500 rounds each. The company admitted they falsly advertised and meant it to be boxes of 50 rounds not 500. I tried compromising with the company, they refused so now I am filing a complaint in hopes they will honor what they advertised and sold me.

  

  Business Response

  Date: 09/15/2023

  Hello, yes, we did have an error on our listing of the ammo, but we explained to him that there wasnt any way possible to go forward with that many rounds for that little of money, the system had an error in the listing and we refunded him completly and gave him a 100$ store credit for compinsation. we did apologized and explained what happened. thanks

  Customer Answer

  Date: 09/26/2023

  The business admits they made a mistake.  The business should be held to their false advertising and honor the sale they made.

  There is no question the business falsey advertised the product and completed the sale.  

• Initial Complaint

  Date:09/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order for a pistol on Aug 3rd. When I noticed a delay in shipping I tried to contact the company via their "contact us" portal online. Never received a reply to any of my update requests. I finally called them on Aug 16th and was told the delay was due to my FFLs certicate on file being out-of-date. They claimed they were unable to contact my FFL. I immediately called my FFL (no problem establishing contact) and we resolved the issue. I received an email notification that my order was processed and, on Aug 17th, an email saying that my order shipped. Anticipating the arrival of the pistol, I purchased approximately $100 in ammo and a compensator from another company. I went by my FFL when the package arrived and discovered that Shooting Surplus had shipped a different model pistol..... different color/finish.... no threaded barrel.... no red dot.... Reached out to Shooting Surplus and was told that they had listed the incorrect model on their website..... There was no offer to provide me with the gun they advertised only an offer to refund my money. My FFL shipped the gun back to Shooting Surplus and it was accepted at 11:40 AM ET on Sept 1st. I'm still waiting on a refund (I paid via Sezzle) and a response to emails I l've sent. This fiasco has been going on over a month. They've had my money but I never received the advertised product.

  

  Business Response

  Date: 09/06/2023

  Hello, this issues has been taken care off. the customer was notified of the refund, thanks

  Customer Answer

  Date: 09/07/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and, although their "mistake" has cost me time and money (I didn't receive a full refund due to service fees) I'm fine with this being closed so that I dont have to deal with it anymore.
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  Date:07/17/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed online order number ****** on 7/1/2023 in the amount of $26.78. I was charged on my credit card and I received a receipt in my email. It is now 7/14/2023 and I have twice contacted the company through their online contact form. I have expressed my concerns that I have not received my items ordered and I have not been given any shipping or any other order status information. I have not received a reply from them at all. This is terrible customer service and after reading the long list of complaints about them, Shooting Surplus will not get my repeat business. Since there has been no effort to respond to my concerns directly with them, I’m here to voice my complaint. Effective 7/24/2023, I am seeking a full refund. This is the only outcome that will rectify the situation to my liking. I held up my end of the bargain, by spending my money. They have not produced the goods. This is a breach of contract. Thank you.

  

  Business Response

  Date: 07/31/2023

  Customer was notified weeks ago about the items being out of stock, He paid through Sezzle. we contacted him on the 19th by email stating the items we out of stock and we refunded him through sezzle that day. 7-19-23. please advise. He has been refuinded on our end. thanks

• Initial Complaint

  Date:05/04/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order #148442 I bough a pistol thats come with brace, seller refuses to send brace separately. I undesting law changed and prohibits rifles shorter than 16" to have a brace. But pistol I paid for comes with brace, brace can be removed and send separately with no problem or breaking any law. I request a full refund after retuning pistol or a refund for the cost of brace wich is around $200

  

  Business Response

  Date: 05/09/2023

  Hello, we have already boxed up and are awaiting his item to be shipped out. thanks

  Customer Answer

  Date: 05/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20018475, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********