ComplaintsforClassic Firearms

• Initial Complaint

  06/19/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  These guys take your money, send whatever they want, and if you take the pictures showing that they sent the wrong item they simply say "Oh that item is not in stock". Well why the heck send something I didn't order, Now you will send me a return label to get the item back, but I just lost an overpriced shipping fee (yep, It don't cost $10 to ship a magazine). You guys were just betting on the customer doing what I'm forced to do; keep the item they didn't order just so they don't lose money. This is a chicken sh!* way of doing business. You fouled up, now you try and fix it; if it isn't in stock say so, refund ALL the money. Or even give a store credit for shipping; something. And your lead person that "there is no one higher than me you can talk too" giggling over the line because he's some big dude when not face to face with the customer. That really left a bad impression on me.

  

  Business response

  06/21/2024

  We are sorry ****************** had an unsatisfactory experience. We have already provided a prepaid return label for the item and per our terms, the customer would get a full refund if we sent the wrong item. 

  Regarding our Team Lead's conversation with ******************, when our Lead tried to explain our policies regarding returns and what we could do for them, ****************** said he was willing to meet him right now to fight. This was discussed with the rest of the team before this complaint was made back when it happened. When questioned about this interaction, I was advised of these circumstances. 

  If ****************** returns the item unused they will be refunded in full. Please use the label you were provided to return the item so we can process that refund. 

  Kind regards, 

  Customer response

  06/22/2024

   
  I am rejecting this response because: This business knowingly made a mistake and would rather have their customers lose money due to shipping cost rather than give a full refund (including shipping). If they would have offered a full refund or swapped for the right item and paid the shipping (the item STILL shows in stock) this would have never happened, I would have sent back the item and purchased the one I wanted when it was back in stock. As for the fact of my wanting to fight; yes, I went overboard with that because the support person was arrogant and I was upset. This will be my last purchase from this company and I will be sure to let all of my friends know how they do business.
  

  

  Business response

  06/24/2024

  ****************** was provided a prepaid label to return the item and I stated in the response that he would receive a FULL refund upon receipt of the returned item to our warehouse. If we send the wrong item we do refund the purchase in full, including shipping. 

  Kind regards, 

  Customer response

  06/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is not satisfactory to me. I am just done. Their customer service people tell you when you call to make a claim that they will NOT refund shipping; even if it was the companies fault. The only reason they are saying they will refund shipping is because I took further action.
  
  Thank you. 
  

• Initial Complaint

  05/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered blued magazines as advertised and paid shipping to get blued . They sent nickel that lots of others have for sale with free shipping . I tried to leave a warning review on the site so others wouldn't get the wrong product also . They didn't post my review or change the false advertising . I also received another magazine that was supposed to hold 31 rounds it only holds ***** tops . It came in a previously opened taped shut package and was used . I read reviews on that mag and see someone returned one in October with the same issue . So apparently they sent me the previously sold used magazine that that had taken back and knew was broken . I sent my information and they can't look me up . I sent my order number then they wanted pictures of my packing slip , magazines and used package . Then they sent me a shipping label via email and I don't own a printer . I've made several complaints in email and phone calls . I spent $233 and got a used defective broken magazine and nickel mags not blued and they are making me jump thru hoops to return a $12 item that was their fault I received it not the manufacturer . I already tuned the nickel mags takes time and effort I needed them that weekend . There is no excuse for that poor quality service .

  

  Business response

  05/10/2024

  Good morning ***, 
  
  Thank you for shopping with us. I am sorry your experience was less than ideal. I have refunded the magazine that was not functioning properly, you should have a separate email confirmation. In the future, if you need a label mailed to you, just let the *** know you don't have a printer and we'd be happy to mail one to you. The reason we request the merchandise be returned is that we do send them back to the manufacturer when they are non-functional.
  
  I apologize that the ad was not corrected and I have done so today. We've spoken with the *** so they know how to get that corrected in the future, we have a procedure for it to be submitted and corrected which usually is done within 24 hours or less. 
  
  As for the review, our marketing team handles those and they are posted periodically after they have reviewed them. I don't know exactly what the time frame is, but it is not instant, so it may well be posted in the future. 
  
  Since the ad was incorrect about the finish of the magazines, I have issued a $20 store credit to your account that will not expire and will be available the next time you checkout.
  
  Again, my apologies and if I can be of further assistance please let me know. 
  
  Kind regards, 

  *******************************
  Compliance Manager
  *******************************************

  
  

• Initial Complaint

  04/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  i ordered 300-rounds of 9mm and received it but the ammo is very corroded to the point that it fails to feed properly on any of my three 9mm pistols. i put an honest bad review on their website, and they did not add my review, though they do add all the good reviews of their products by other customers. this is very mis-leading.

  

  Business response

  04/24/2024

  We are sorry this order did not meet **************** expectations. 

  Classic Firearms does not manufacture ammunition, it is bought and sold without being
  opened as it is new in the box. The ammunition purchased by the customer is steel cased
  and is also coated, which the ad clearly states. Some guns do not do well with steel
  ammunition which some manufacturer's state regarding their guns as well. The
  ammunition is not corroded, it is coated and looks the same as the rounds in our ad.

  
  It's unfortunate this ammunition did not work for the customer's ********************** but that does
  not mean there is anything wrong with it.

  
  The customer never contacted us regarding any problem with this order or ammunition.
  The last communication was in 2020. Not knowing what kind of guns the customer was
  using the ammunition with it is hard to provide any assistance or insight.

  
  Regarding reviews, the terms are provided in the attached document for product reviews. The last review on this
  product posted was in 2022. Our marketing team adds review posts periodically and since
  this was only purchased on 4/17/24 it seems unlikely they would have gotten to this review
  yet, as we receive thousands. No reviews are posted without screening to ensure they are
  appropriate per our guidelines.

  
  Again, we are sorry this order did not meet the customer's expectations. The review may yet get
  posted, the turn around is not immediate. 

  Customer response

  04/24/2024

   
  I am rejecting this response because:
  The picture clearly shows ammunition that is corroded. I do not accept your response. Look at the picture 'all corroded ammo' this is the box right after opening it. The picture is the proof.

  

  Business response

  05/01/2024

  Good morning ************, 

  I am sorry this order did not meet your expectations. Your desired response was listed as "no further contact from the business" but we received a second notice to respond. 

  No new information was provided, the same photo sent which was included in our response. No contact was made with us regarding a problem. As previously stated, the ammunition is not corroded, it is coated as the ad stated. We've sold this ammunition for years and it was shipped exactly how it was received from the manufacturer. If we had been contacted we would have directed you to the manufacturer's website because while ammunition is non-returnable they do provide support for problems. 

  Please visit this page to submit your issue. ********************************************************

  Best wishes, 

  *******************************

  Compliance Manager

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have purchased from this company one time before this complaint. I have an account with my billing information. I ordered some magazines for my AR that were on sale. My package made it all the way from ** to ******** **. After tracking I found it was sent back to sender because ***** said they never put an address to deliver. After calling multiple times to ask to just have the package sent back and was told they couldnt do that. I was told i would have to reorder everything and wait for my refund. No problem but when I asked if they would honor the price I purchased they said no I would have to pay the new price. I then asked about my refund they said it would be 2 business days again understandable. The $14 and change they kept is completely unacceptable. This company had no problem charging my card with that address but neglected to make sure there was an address to mail to and then I have to give them $14 of my hard earned money for something I never sent back nor ever received. I understand now why the internet is full of these complaints. That doesnt seem like far business practice!

  

  Business response

  02/12/2024

  We are sorry that Mr. **** did not have a satisfactory experience. Unfortunately, the address entered on his account, for both the billing and shipping addresses is an email address and not a street address. Their previous order was delivered to an FFL so that is why there was no problem. Our process is automated and the system creates the shipping label exactly as the customer entered the shipping address. Per our terms, which they agreed to at checkout, original shipping is never refunded and return shipping is deducted from the refund. We also usually deduct a restocking fee which was waived in this instance. 

  As of today, there is still no valid address on Mr. ****** account, only an email address for the street address. We shipped the order exactly as they placed it and refunded the customer when it was received back. 

  We understand this is disappointing to Mr. ***** however, we incurred these shipping and return costs. The package was returned to us through no fault of our own. The restocking fee was waived and the customer was refunded for the purchase. 

  We value our customers and are more than happy to update the customer's account address but would need to be provided it as we've never received one. 

• Initial Complaint

  01/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered **** rounds of ammo and shipping insurance from classic firearms on Dec 10, 2023. It was delivered on Dec 13, 2023 by ***** at 10 am. The package was not there when i got home at 9 pm on Dec 13th. I am not going to even say anything about ***** not putting the package in the amazon lockers in the leasing office like the were told by the property management. what kind of company sells you shipping insurance and they passes it off to someone else. you sold me the insurance. ***** denied the claim and classic firearms does not want to know anything about it. totally unacceptable. ***** tracking # ************

  

  Business response

  01/05/2024

  We are sorry that ************ did not receive his ammunition. Unfortunately, shipping insurance covers the order during shipping and ends upon delivery. Neither the carrier nor Classic Firearms are liable for packages stolen after delivery.
  The order was delivered to the address on the order, photo proof provided. The customer admits it was stolen in their email. We still filed a claim which was denied as the package was clearly delivered.
  
  On the shipping insurance portion of checkout it states that coverage is during shipping. See images provided in the attached documents. Our terms and conditions, which the customer agreed to at checkout state the same.
  

  It is regrettable that ************************ package may have been stolen. Classic Firearms fulfilled the order and our carrier delivered it as addressed. 

  Customer response

  01/05/2024

   
  I am rejecting this response because: so it is okay for ***** and classic firearms to wash there hands of this . our property is clear on where packages are supposed to be delivered. who just drops **** rounds of ammo in front of a door. this is just a cop out for them. As a consumer i can't believe they are going to get away with this for all i know it was an empty box. This is ridiculous. 
  

  

  Business response

  01/08/2024

  Good morning, 

  The order was delivered as addressed on the order place by the customer. Their previous orders were delivered to the same. We fulfilled the order and it was delivered by the carrier which fulfills our part of the transaction. Theft after delivery would be a police matter and/or something to file on renter's or homeowner's insurance. 

   

   

• Initial Complaint

  05/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Unclear refund/return policy.I asked for a full refund on some items I received that did not function properly and would have required modifications to make work. I did not want to do this as I expected them to work out of the box. I made a return request and was quoted a You could be subject to 15% restocking fee, shipping fees, and return shipping fees. But in the end the $70 order I recipe only $40 for the defective products, which is a roughly 40% total.Why should customers suffer for the failure of a company to do proper quality control?For the failure of a company to do proper quality control

  

  Business response

  05/31/2023

  We are very sorry these magazines did work for our customer. The ad for these magazines states it fits MOST common variants of the *********** in 7.62x39mm. There is no statement guaranteeing fitment. This is a brand new product in manufacturer packaging, we do not open or test them. The customer ordered these magazines online, they were not recommended to them by ** nor did we state they would fit his rifle, which we know nothing about.

  We have refunded the restocking fee, however, the shipping charges are the customer's responsibility per our terms (provided). The product is not defective, it does not fit their rifle. The product was opened and cannot be resold. The customer has received a full refund for the products, only the shipping charges were not refunded. Our terms are quite clear that shipping charges are never refunded, and the customer has shopped with ** previously. 
  

  As a courtesy, I have issued a store credit for the amount of the shipping charges. This credit never expires and the customer may use it whenever they wish. 

• Initial Complaint

  02/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order: #********* for 500 rounds of ***************** .45 ammo was delivered to me on 12/22/21 in an empty box that had been open and resealed at my doorstep. I had paid $242.38 for it. It had been insured for damage or loss of contents. I told them that I wanted a replacement for it or my money back if they couldn't replace that with a like commodity of ammo. I've called at 4 weeks and was told it was being investigated by their ***** carrier. I was told to hold onto the box as evidence. I had pictures of it sent to Classic Firearms on 12/22/21. My Request number is ****** with the company investigating it. I have since call them at ************ on 2/3/22 and 2/10/22 and have been told that they still haven't heard from *****, nor has ***** contacted me about the matter or asked to see the box I'm holding onto for them too. My documents are by E-mail, and I need a BBB address to send the supporting documents.

  

  Business response

  02/28/2022

  Customer is correct in that we are still waiting to hear from *****.  However, it is highly unlikely ***** would have delivered an "empty" box that was supposed to weigh about 20 lbs and thus it appears this box may have been tampered with after delivery.  But, of course, we are still making an attempt with the claim.  We spoke to our rep today (again) and she is going to see what the delay is on the reply from their claims department.

  Customer response

  03/01/2022

   
  Complaint: 16757056
  
  I am rejecting this response because: A porch thief would have taken the entire box, not emptied the contents and resealed the box with clear masking tape and leave it at my doorstep for me to find 90 minutes later!! The package was tampered during the transit process. I haven't heard from ***** directly to see the box or interviewed me, which is something they would do to help settle a missing package's content. They would want to know if their delivery drivers are staying honest and I would assume that Classic Firearms would want to know the same about their warehouse workers too!! It's been 9 weeks and it is time to refund my money or replace the stolen contents since it has been insured against such a possibility!! 
  
  Sincerely,
  
  *************************

  

  Business response

  03/08/2022

  ***** has approved the claim since out last reply and the customer has been refunded in full.  No, this could not have been a warehouse employee and we have cameras at every packing station and throughout the warehouse.  We confirmed it left our warehouse without being tampered.  Either way, the customer has now been refunded in full.  We apologize for ***** taking so long but that is not something we can control no matter how hard we try.  Thanks for understanding.

  Customer response

  03/08/2022

   
  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

  01/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received two defected .30 carbine magazines which are out of spec which is not as describe on the company's WEBSITE. These are the reason forcing me to return both of them via the photo of the measurement of the company's product and others.Several issues:1. Because the problem is on the company's side. I should not need to pay for any additional charges to return the company's defected products.2. The sales taxes I paid was not refund in full.3. For some reason, my review and comments of the product on the WEBSITE was never showed 4. Got zero response from **************** since I brought bring the issue to the service department on 1/11/2022.Followings are the break out of the purchasing:Original invoice:Product Subtotal $21.98 ************************ Discount (SANTA5)-$1.10 Tax $2.01 Grand Total $27.09 Refund Received:Product Subtotal $21.98 ************************ Discount (SANTA5)-$1.10 Tax $1.68 Adjustment Fee $4.20 Grand Total $18.38

  

  Business response

  01/25/2022

  The original refund given had shipping deducted for both ways as the mags ******* right into a rifle we have here in the building (guessing the issue may be with the customer's magwell?).  However, as a courtesy, we did just go ahead and refund the shipping back to the customer's card as well.  Thanks for being a valued customer.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 4 mags at the beginning of December I paid for SHIPPING INSURANCE too! It supposedly was delivered 12/16 ... when I had been told it would be 12/17. I never received the package I checked front and back. I contacted Classic and they filed a claim but ***** and today 1/13 they denied it because it was properly delivered. Classic suggested I file a police report over 3 weeks after it was not received like the police will do that. I called the **************** at ********************** and they will not seek anything further with ***** and basically said it was up to me. I am out almost $100 and the business is not evening willing to help refile with ***** the *** showed no concern.

  

  Business response

  01/14/2022

  Hello - We did file a claim with ***** which they denied upon completing their investigation for the delivery.  ***** confirm the package was delivered via their GPS tracking of their vehicles and the truck was at the address at the time tracking shows the package was delivered.  The shipping insurance, as clearly defined on our site, covers packages for loss or damage "during transit".  A package that has been delivered is no longer "in transit".  Packages are not covered once delivered as we have no control over what happens from that point.  We understand the customer's frustration but hope he can also understand from our side.  We do apologize as there is nothing more we can do in this instance.

  Customer response

  01/14/2022

   
  Complaint: 16462046
  
  I am rejecting this response because: the *** and Classic would not even appeal the decision. They told me I had to prove it was not delivered. How am I suppose to prove it was not delivered. I paid for a product AND SHIPPING INSURANCE in good faith and this company sent a package and after that said it is not our problem anymore. Also I did try to file with ***** and they said it was the SHIPPERS responsibility under terms of their contract. 
  
  Sincerely,
  
  *********************************

  

  Business response

  01/19/2022

  An appeal is not viable in this instance as the case has already been investigated by ***** and was determined the package was delivered as the tracking showed.  There is no additional information (that was not provided initially) to provide to justify an appeal.  As reminder, the shipping insurance covers the order while the item is "in transit" not after delivery.  There is nothing more we can do here to assist.  I have certainly had delivered items stolen from my porch as well and thus fully understand how frustrating it can be.  Unfortunately, it is not terribly uncommon these days.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Classic firearms of ************** customer service is non-existent. On at least three different occasions I have received firearms ammunition and accessories with missing parts or in a non working condition. On each occasion contact with classic firearms customer service resulted in 0 satisfaction. On 22 Dec 21 I purchased a *********** kr9 firearm order number 101 69 ****. On the 27th I went to pick up the firearm at my f f l and discovered it was missing a magazine and The Operators manual was for a kr 12 12 gauge shotgun. I called and emailed customer service and was told to contact the manufacturer myself and that classic firearms was not going to do anything for me

  

  Business response

  01/11/2022

  Hello - This customer has only ever contacted us 2 times in the history of his orders (all phone calls and emails are logged in our system.  On this particular order, he never called us but did send ONE email.  Our rep responded to the email and provide a link to make it easy for him to let the manufacturer know what was missing from his box.  Using that link would have taken him much less time than he has already spent here complaining.  As noted in our terms, once accepted from the **** all claims, etc, must go through the manufacturer.  The manufacturer would have the manual (not us).  The manufacturer will determine if a mag was in the box as we do not open the boxes since they are serialized on the outside.  Regarding previous orders, he has only ever contacted us ONCE and that was simply asking for a tracking # which was provided.

*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. ↩