ComplaintsforVelocity Outdoor

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  One June `11, I bought a Crosman air rifle. I quickly learned it was defective. When the gun is loaded and closed, the barrel still wiggles up/ down and left/right. Wal mart has a policy of not accepting returns of air rifles, they told me to contact the manufacturer. Corsman also has a policy of not accepting returns. So I have been sold a defective product and neither the manufacturer nor the seller will accept a return.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a ***** Crossbow in October 2023 and subsequently submitted the requested information for my $100 rebate. I have provided customer support with emails reflecting that I submitted all requested documentation within the specified rebate timeframe; however, due to their inefficiency I never received my rebate during or after the specified time for the rebate. Even though I have shown that I did all that I was supposed to in order to receive the rebate, ***** Crossbow company just gives the run around and says they can't do anything because the rebate is over.

  Customer response

  07/12/2024

  I wanted to follow up and let y’all know that regarding complaint #********, Velocity Outdoors (***** Crossbow) did contact me after y’all contacted them. They did provide appropriate correction to this issue and also apologized for the rebate mistake that occurred through the third party they utilized to facilitate the rebate offer. I am satisfied with their corrective actions regarding this matter.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought the R500 crossbow from ***** in December. i have nothing but problems with the bow, i have sent it back twice for different issues. As of now 5/22/2024 i still do not have the bow. they currently have recall out. but that is not why the bow is back this time. one of the limbs Broke on the bow. i do not feel it is a safe product and i have asked them for my money back but have not had any luck. PLEASE HELP. I have a 6 year old daughter that i was hopping could uses this bow some day but i currently don't want her anywhere near it.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order for two airguns on their website. Package got shipped out and suddenly it was requested for an interception as it was about to be delivered. I submitted two customer support forms and haven't gotten a single response. I haven't gotten a single explanation for the shipment to be canceled nor have I gotten a refund. Shame on the company for taking such actions.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  A couple of times i bought products from them and they sent air guns that where completly defective i just recently spent 349.99 dollars on an airgun that was not in any way defective but it had flaws in it it was a crosman model *** **** edition and i would like to get a new one because it was suposed to be a christmas present

• Initial Complaint

  11/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The stock broke on it. It was not used roughly. Tried to repair it but was not successful. Could you please replace it. Bought at ***** **** as a gift in May 2023 for my grandson Thank you ******* ******* *********************** ************

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 13, 2023 I purchased a ****** ***-gun revolver from ******* ***. The pistol developed a problem where the wheel/drum no longer reliably lines up with the barrel when normally operated. This problem occurred on the 19'th CO2 cartridge and the pistol became unusable as of the 3'rd of June 2023. As the time of this failure was beyond the 60 days ******* *** offered their own rep***/replacement service but within the 1 year warranty offered by the manufacturer, Crosman, I was instructed to contact Crosman and utilize their rep***/replacement process. I did contact Crosman, followed their instructions to package and ship the item to their New York address. What followed is a textbook example of initial bad customer service over the phone followed by multiple instances of deliberately bad customer service via email by their representative Stephanie T. Her behavior fits in the framework of bad customer service from the food industry- "Bad Waitress Scenario". That's where the waitress, although fully capable of providing good customer service, chooses to provide deliberately BAD service at each step in the process. This is done with the goal of disappointing, frustrating, and finally infuriating the customer to the point where an otherwise decent/peaceful person would respond in an outburst. That "outburst" is then used as a means to have the person kicked out of the restaurant. Stephanie T made deliberate errors at each step of the process to make it as problematic as possible for me, the customer. After I deduced that this was her goal, I named the dynamic she was using here, terminated the interaction before she could achieve her desired result, and requested a refund from Crosman for the defective item. Crosman refused/refuses to honor the request for a refund for their ****** which I see as a lemon that will not last for the 1 year warranty due to it's faulty parts and workmanship.

  Business response

  08/16/2023

  The business relayed the following information to BBB: We have been trying to resolve this.  We understand he's frustrated, so are we. We've attempted to send him a replacement gun, TWICE.  Both times they were returned because the carrier could not make delivery. We've reached out to him to ask what we can do to get the replacement delivered to him and we have not heard back. Not sure what else we can do? 

  Customer response

  08/16/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Crosman did try to send me a replacement....twice. However, in the emails between us it was/is clear that due to the way the customer rep deliberately provided bad customer service, I chose to no longer validate the bad customer service dynamic. I also chose to no longer do business with Crosman at all. I notified Crosman I would refuse the "replacement" yet they sent it anyway as an example of them doing exactly what I informed them would not be acceptable.  As far as what to do about this? I've already informed Crosman that I consider the item to be a lemon- defective in both parts and workmanship. I do not want another "lemon". Instead I asked Crosman for a refund of the monies I paid ******* Air for the defective air pistol. The emails to crosman already requested this refund. They refused to issue a refund then and are now just playing dumb about it. This is yet another example of Crosman deliberately being problematic and why this complaint needed to be brought to the BBB in the first place. I want the monies I paid for the defective air gun to be returned/refunded to me by crosman in the form of a paper check mailed to me at my address. I could/should ask for a refund for all the additional accessories I bought for this defective product because they are worthless to me without the core item- a functioning air-gun. But I am demanding a refund only for the air-gun itself with the purchase price being clearly documented in the invoice(s) attached to this complaint.  Regards, ***** *******

  Customer response

  08/16/2023

  Already sent is the evidence that the airgun is a lemon. Detailed in the communication(s) is the fact that in 4 months of useage (even with proper care/maintenance) this airgun developed a problem which made it unusable. The source of that problem being the factory parts/workmanship resulting in an essential part wearing out. This happened in less than 20 CO2 cartridge uses. Any "replacement" from Crosman will have the very same parts with the same workmanship and will therefore fail in a similar fashion and in a similar time period. Crosman has said/done nothing to identify the failed part and upgrade it's material so as to make the airgun less prone to fail in the same manner. I will not accept a "replacement" which will likely fail in 4 months or less and be right back to sending the item back to Crosman at my own expense just to put myself back into the same dynamic where the customer service was deliberately bad the first time.  The proper course of action is for Crosman to issue a refund for the paid price of the lemon/defective item and then no more contact with their deliberately bad customer service. Which still is the main reason I want no further contact with Crosman and this complaint is before the BBB in the first place.

• Initial Complaint

  07/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Stephanie T***** ###-###-#### Extension **** Order No.******* SV, June 24, 2022 ***** ****** Customer **** Product Benjamin trail NP, Model BTN 292, Serial No.********* June 30, 2022- Email to Stephanie: Need to replace barrel assembly, no response with quote on prices as requested. July 6, 2022. Email to Stephanie T*****: Item Number: ELS-016, Plug Pin Dia :.312 X 1.312 is rusted and I cannot use it, the whole pin is rusted. Why would your people send a rusted pin? I paid $1.15 for the plug pin plus shipping and Tax. .Please send me a prepaid return shipping label to return the rusted Plug Pin for credit. No response from Stephanie.

  Business response

  08/16/2022

  Our customer service department has contacted Mr. ****** and reached an amicable resolution.  

  Customer response

  08/19/2022

  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. The service provided by Kevin S***** at Crossman Customer Service was supreme to say the least. Kevin sent me a bottle of BB's which I appreciated very much. Regards, ***** ******

• Initial Complaint

  11/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent a air rifle back to crossman last year it took them about 2months to send it back i stll having problems from the air rifle it cost me $50 to send it to crossman i will like a refund or a new air rifle from them and there reps have very smart mouth as well not professional at all

  Business response

  12/01/2021

  The customer contacted the company on our about 1/18/2021 with a warranty claim.  As this warranty claim was made soon after purchase, the company provided for return shipping via UPS.  The original product was returned to the company on or about 1/25/2021.  Replacement with a new product was approved.  Regrettably, global supply chain issues delayed shipment of the replacement product. On or about 11/01/2021 the customer contacted the company raising warranty issues with his new product. The customer also filed this BBB complaint on the same day. Given the longer period of ownership before the second warranty claim, the customer was initially asked to bear the costs of returning the product to the company.  However, after the customer alerted the company of the high cost of the return shipping at that time, the company agreed to provide for return shipping via UPS.  This returned product was received on or about 11/15/2021.  A new replacement product has been shipped.Crosman stands ready to provide any additional support or assistance that the customer may require.   

*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. ↩