ComplaintsforNoreen Firearms, LLC

• Initial Complaint

  08/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a ******** 338 Lapua Semi-Auto Rifle from the company totally over $6000.Advertised as a "Military Grade Sniper Rifle".I locked back the bolt, put a loaded magazine in, and released the bolt. The round never made it into the chamber. There was no feed ramp to speak of, so most of the time rounds would be smashed in between the bolt face and the receiver.I was able to hand load rounds into the chamber and shot a few. I noticed fouling on the outside of the gas tube where it met the gas block, indicating a poor seal.Also noticed that magazine had a lot of wiggle when locked into the received. This probably contributes to the feeding issues.I sent the rifle in for repair.When I got it back there was still wiggle in the magazine, but most notably was the method by which they "fixed" the feed ramp.The locking surfaces had been ground down, along with the receiver in order to make the feed ramp. This is NOT safe. Along with what looks like Rust.

  Business response

  08/12/2021

  The rifle in question did have a flaw in the upper receiver where the feed ramp should be. Noreen Firearms received the rifle back and repaired the firearm. The customer was not satisfied with the repair and Noreen Firearms agreed to have the rifle returned and replaced all free of charge. Im not sure what better customer support looks like? There was a mistake, Noreen agreed to fix then ultimately replace to keep the customer happy. Then we got a notice the customer filed a complaint to ********************. Some customers just are not happy regardless of the outcome nor how great the customer service is.

  Customer response

  08/12/2021

   
  Complaint: 15748278
  
  I am rejecting this response because:

  My original complaint listed out more than 1 mistake.  When I order something, I expect to receive what was promised and advertised.  Sometimes something goes wrong, I understand this.  But multiple things wrong on the first pass?  And then to send it back for repair to have it returned with unsafe modifications?
  2 Attempts to get a customer what was promised - what they turned over money for - is a breach of that agreement.  I requested a refund.  To which I was pointed to a "terms and conditions" page on the website that I previously had NEVER seen nor AGREED to.
  
  Had I gotten what I purchased initially, or even the second time, I'd be off enjoying the product I had been eager to receive since I placed the order in February.  I don't know why someone would not take ownership of their two failures and allow us all to move on with our lives.
  
  And complaining about involving the BBB, really?  eCommerce requires consumer trust.  Trust that they can go online, give an organization payment for an offered good, and receive it as it was described in the offering.  That trust extends to backing said product.  This means that if the organization cannot provide the good as advertised, they return the funds put forth so the customer can seek equivalent goods elsewhere.

  I did not pay to become your product's quality assurance.

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

  Business response

  08/20/2021

  We offered the customer what they want and they are still not happy and will not return the product for the refund. They are harassing staff now with no movement on resolving only on their end. Three solutions have been presented including their request and no solution from buyer.

  Customer response

  08/23/2021

   
  Complaint: 15748278
  
  I am rejecting this response because:

  All 3 of the solutions the business has given involve "removal" of the BBB complaint.  They say if I do not remove the complaint then they will not honor warranty, refund, or work in any capacity to resolve this.

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

*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. ↩