ComplaintsforRange USA

• Initial Complaint

  07/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  At first I was extremely happy, it was the best experience I had with buying a gun. All the staff was amazing and helpful. I purchased a range membership and I put my dream gun (****** ***** ** ***) on layaway for$450 with the gun costing $1,320.42 plus tax totaling $1,425.53 to come back 24 hrs to finalize my purchase. I called less than 24 hrs later to get information on finalizing and picking up my gun that evening. I was routed to the manager and was told that I needed to be refunded and that the gun I bought was not supposed to be sold to me because it was a "range gun". I then said well I have a receipt showing I purchased the gun why cant you let me purchase mine and just get a new one. He replied well you put it in layaway so you dont own the gun and I then said well technically I do, Per your policy and receipt says that once the balance is paid within 30 days that I receive what I paid for. He then replied that's a $2,000 dollar gun that has had over 10,000 rounds shot in it (attempting to justify himself since the previous statement didn't make sense). This made me highly upset. Obviously, this does not work for me considering I purchased the gun I want already that they are trying to take it away from me. After expressing this to the manager he replied, that he could offer me 15% off of any gun which means nothing to me and also said he cannot make the decision on selling me the gun. The manager had a very this isn't my problem kind of attitude and trying to get off the phone quickly. Then recommended that I speak to corporate through my login which I am not going to do because this needs to be public and not on Range USAs internal corporate system. This was the most unprofessional thing I have had happen to me in a while I want the gun I purchased for the price I purchased it for. I really thought this was going to be the best place I have been to buy I was proven wrong. Location: Range USA * ****** **** ******** ******** ***** ********* ** *****

  Business response

  07/12/2024

  Hello

  We have reached out to the store for additional information.  The firearm you were wanting to purchase is a over 2,000 dollar gun.  Unfortunately, we would not be able to go through with this transaction.  However, the store did speak to you about a discount on your next firearm purchase.  The money was returned back to you via the form you paid.  We do apologize for the confusion on this firearm.

  Customer response

  07/12/2024

  Better Business Bureau:
  
  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, reasons for rejection are included below.
  

  I purchased the gun and have receipt showing the price the business sold it for. The fact that I am being told now again from the corporate that the gun is worth over $2,000 shows the lack of accountability in the company itself and is very unprofessional. A business needs to stick behind what they sale at the price they sold it for. I never agreed to a refund, I was forced into a refund. However since this is the route we are going I will absolutely share my experience everywhere the company is posted.

  
  Regards,
  
  ******** ******
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my wife here, since it seemed nice and expensive and I figured it would be a good way to get her to like shooting. We rented a lane and an extra firearm for an hour. 10 minutes later the fire alarm goes off. The rangemaster tells us to hold our fire, checks with the rangemaster in the neighboring room, and comes back to announce that someone SHOT THE SPRINKLERS overhead and now the fire alarm can't be disabled, so they have to close the range for the day. We got out (after only 10 minutes, out of the hour we paid for), and asked for a partial refund, but the front desk guy said he can't issue refunds and I have to register on their website and open a support ticket there. I registered on the website and opened a support ticket. At first they refused to issue a refund claiming that if I schedule a course I have to reschedule a day in advance (but this was not a course, and I didn't reschedule anything). And then they claimed if I purchased something in-store, then only the store can issue refunds. So let's summarize: * The rangemasters are supposed to ensure safety, but on their watch, someone managed to aim the firearm up and shoot the sprinklers behind them. * They chased us out after 10 minutes, i.e. failed to deliver the thing we paid for, but now refuse to provide a refund.

  Business response

  06/25/2024

  Hi, ****.

  The staff at the ***** **** location are more than happy to issue a refund to you due to the incident. Sometimes, accidents happen, and we do our best to correct them as quickly as possible. Thank you.

  Customer response

  06/25/2024

  Better Business Bureau:
  
  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, reasons for rejection are included below.

  The business has both my transaction numbers, and they have my email and cellphone. If they are willing to provide a refund - they have everything necessary to do so, both in store and out of it. So this seems like a statement they make to the public, but it does not match what they told me in private (they refused to provide a refund, twice). I'll believe it when the refund is processed.

  Regards,
  
  **** ****
  

  Business response

  07/03/2024

  Hello *** ****,

  Thank you for taking my call this afternoon!

  As stated during our call; we have contacted the store regarding your refund. They are aware of your upcoming visit to receive your refund and are more than happy to assist you! Please just remind them what you are coming in for, and if necessary, you can show them this email for verification of our conversation.

  Thank you again, and we do hope to see you again in the future!

• Initial Complaint

  06/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am happy with the services provided by the company. I’d like to place a complaint regarding their way of handling membership cancellation. I signed up for it three months ago at one of their stores. Now I would like to cancel it and they told me that it cannot be done neither over the phone or nor at the store. The only way to do it online. I registered on their website and sure enough my membership did not show up and there was no option to cancel. I had to call my credit card to report the issue. This is not how customers should be treated. I have still not been able to cancel the membership and my card just got charged again.

  Business response

  06/02/2024

  Hi, ********.

  We see this is your first attempt to contact our customer service team. If you had reached out to us directly we could have fixed this relatively simple issue for you in a few minutes. Our customer service team can be reached any time by clicking 'contact us' at Rangeusa.com.

  We have canceled your membership.

  Because you have already filed a dispute with your bank, we will not be issuing any refund.

  Customer response

  06/03/2024

  Better Business Bureau:
  
  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, reasons for rejection are included below.
  

  The reason for my rejection is that the company has not provided reasonable explanation of why it is so difficult to cancel their customers membership. 
  The company has to provide evidence that they’ve made improvements to the process and made it possible for customers to cancel membership over the phone and in person at their stores.

  Regards,
  
  ******** ********
  

• Initial Complaint

  05/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Range USA requires ID to purchase any item, even if paying cash and if the product is uncontrolled. Want a pack of gum? ID please...

  Business response

  05/28/2024

  Hi, ******. We're sorry you disagree with our policies. We are always looking for ways to improve and may change some things in the future.

• Initial Complaint

  05/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This place has removed my review from ****** several times so I'm going through other avenues to ensure people hear about the situation I was put through. I had been in this place several times, never had an issue. I brought my middle eastern friend in the other day and before he could finish filling out the waiver, we were kicked out of the store. I had a membership. They told me they would refund the membership because after this incident I wanted nothing to do with their range. The part that made me realize that this was a case of discrimination is when the manager said "we don't discriminate here" then a couple of moments later followed with "all of our customer service representatives are English speaking Americans born in the usa" when there was absolutely no reason to even say those things. Please don't allow them to remove this comment. People really need to hear about what these people are doing at that store, I hope that a higher up gets wind of this complaint also, the gentlemen at the store gave me no numbers to call about my issue and by time I got home, had canceled my membership so I couldn't file a support ticket on their site.

  Business response

  05/15/2024

  Thank you for bringing this matter to our attention as we take all customer feedback seriously. We want to assure you that your complaint has been forwarded to our internal investigation team for a thorough review. We are dedicated to addressing this issue appropriately.

  Customer response

  05/17/2024

  Better Business Bureau:
  
  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, reasons for rejection are included below.

  Your investigation has not been concluded, once it is, let me know what you decide to respond with and I will reject or approve the response based off of that. 
  
  Regards,
  
  ***** ****
  

  Business response

  05/20/2024

  Hi, *****.

  We have fully refunded your purchase.

  Our internal team is investigating your complaint. They will reach out to you if they believe it is necessary. We will not proceed with any further discussion of this matter via the BBB's platform.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for the range use at 49.95 a month and could cancel any time. Got the first bill and tried to cancel the contract but could not get through there process of there web site, called the range and had them walk me through cancelling the contract they said I don't have a membership showing in there system but they keep pulling the monthly payment after I cancelled the membership, text them and told them to put a stop on my account and they text me back saying they fixed my membership and i can now go to the range, text them back saying i dont want to go to the range I want my membership canceled but they wont contact me back and keep pulling the monthly charge of 49.95. there is no customer service where I can talk to a live person. At this point I am cancelling my credit card because I have no other way of stopping this. Thank you for your help.

  Business response

  03/19/2024

  Hello *** *****,

  
  Thank you for reaching out to us! 

  
  On 10/20/2023 you sent us Ticket ****** stating that you were not told we would be pulling money every month for your membership fees. We did respond to this ticket the same day on 10/20/2023, letting you know that we found two accounts using the same email that we merged for you, and this included our 'how to' instructions regarding canceling or pausing your membership. We never received a follow-up response from you on this ticket.

  
  On 02/04/2023 you sent us Ticket ****** stating that every month for the past 3 months you have been charged $49.99 for the premium membership, that you were unaware you had one until now, and came to cancel it, as well as your account not showing it. You asked for refunds as well. We responded the same day, letting you know that we found yet another account created with your email, and we have merged the information, and to please log in to view your account and membership. You did reply to this one stating you did not want membership, and we once again sent you the instructions on how to cancel or pause your membership. There was no follow-up response after that from you.

  
  We do have information regarding our memberships online, and in our stores at each register and on our televisions. An email was sent to you as well on 09/02/2023 when you purchased the membership with this information including our Terms of Service. In this information, we note that memberships are recurring monthly, they are non-transferable and non-refundable. We note that member accounts will continue to accrue monthly fees until explicitly canceled by the member and that the stores cannot cancel memberships. 

  
  Please look over our terms and conditions to learn more about our policies and procedures.

  
  POLICIES & TERMS OF PURCHASE - ****************
  MEMBERSHIP CANCELLATION POLICIES
  1. All memberships are Non-Transferable & Non-Refundable.
  2. Member’s accounts will continue to accrue monthly membership fees until explicitly canceled by the Member. Member understands that the Store will under no circumstance cancel an account on behalf of the Member and that the Member is responsible for giving appropriate notice to Customer Service.
  3. Month-to-month memberships may be canceled provided a ten (10) day notice prior to next monthly due date to stop a charge from generating.
  4. Range USA reserves the right to cancel the membership of any person for any reason. If such cancellation is made due to violation of Range USA policies, violation of terms of this Agreement, or due to damage rendered by Member or Member’s guests.
  5. Member agrees to pay monthly dues on time, to include notifying Range USA promptly if the credit card information used for automatic payment changes, or to be charged a declined payment fee and/or a late fee per delinquent payment.

  
  We are sorry if you missed this information in the stores, in your emails, or in the tickets submitted and responded by our staff! We do see that you have logged into your account on multiple occasions after receiving our emails regarding cancelation and pausing options. As a courtesy, we have canceled your membership for you. 

  
  Your membership will be valid 30 days from your bill date and you no longer will be charged after that. We do not provide refunds for membership charges made prior to cancelation. If you are requesting refunds for any membership charges, please provide us with a cancelation confirmation email you received before those charges.

  
  Thank you.

  Customer response

  03/19/2024

  Better Business Bureau:
  
  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, reasons for rejection are included below.
  
  Regards,
  
  *********** *****

  I tied to cancel in November I thought and what I was told was the membership was canceled, with the help from the counter person at the range. They did not contact me back about canceling the membership and keeped billing me. This is bad buisness and will tell everyone don't join there range. this place is not truth full about there buisness practices. will not be haapy till they refunded what they took from me.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had ordered an item from the RangeUSA website on February 27th, 2024. Order Number: ******* The item was listed "On Sale" from its original price at $669.99 to the sale price of $360.99. My credit card was charged and the purchase was confirmed to be in process through an email. On February 28th, I received an email that the item has been shipped to the store. On March 1st, I got the e-mail that it had arrived in the store. On March 2nd, I went into the store to pick it up. They said they couldn't find it and another person looked. They were looking at the computer screen for awhile, making faces towards each other like they didn't understand something, then told me the wrong gun was sent and will call me when they talk to the distributor when the right one is sent. I emailed the same day to their customer service who said the same thing. On March 4th, I got an email that the order was cancelled due to "no inventory." When I contacted customer service, they first said that the order was cancelled due to a "distributor discrepancy." When I emailed them back, asking why can't I get the same item, they had emailed me back again saying the item on the website was the wrong item. However, I have a screenshot from when I ordered it, and the item SKU and UPC are the exact same as it is now. Nothing is changed but the price. It shows the "***** ****** 9mm 5in Barrel 9+1(2) w/Thumb Safety" as the description. It shows the "****" as the SKU. It shows the ****** as the model. It shows the "************" as the UPC. It shows the picture of the ******. It shows the original price "669.99" and shows the sale price as "360.99" I believe my item was cancelled due to an advertised price that the business does not want to honor. I have attached all relevant screenshots. With communication and the advertised price

  Business response

  03/05/2024

  Hello, ******.

  There was unfortunately a description error on our website, which was passed down from one of our distributors. The error caused the site to combine two different items, displaying information about both on the same page. We canceled your order due to that description error.

  Whenever you place an online order using Range USA's website, you do agree to our Terms and Conditions as the final step of the online checkout prior to paying for your purchase.
  We have included the pertinent section below. The full terms and conditions can be viewed on our website at ****************

  
  Online Price & Description Errors
  Our online inventory changes every day. Occasionally an item may appear on the site by mistake or the item's description may contain a typographical error. We do not guarantee that titles, descriptions, pictures or prices on our site are error-free. We reserve the right to refuse any order including but not limited to orders for items with errors in the description or price. In the event that we cancel an order we will not charge the customer's credit card or we will refund the money.
  If an item's description contains an error such as incorrect price and a customer makes the order, we will not process the order without first contacting the customer. If the order is mistakenly shipped, we may advise the customer to return the item in an unopened condition and we will refund the customer. By placing an order, the customer agrees that seller will be the final arbiter of discrepancies in the online catalog.
  Ammunition Purchases
  You must be 18 or older to purchase rifle or shotgun ammunition and 21 or older to purchase handgun ammunition. Always make sure to use the correct ammunition for your specific firearms. Check your local laws for any other regulations.

  Customer response

  03/05/2024

  Better Business Bureau:
  
  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, reasons for rejection are included below

  I do not accept their response because it not my fault as the customer that their website had a posted mistake in price. As I stated in my complaint and as shown in the evidence, the SKU, MODEL, UPC, Item Description, Original Price, and Picture are ALL the same. They are saying it was a mix up between two items, but there is no evidence of that, because everything was the exact same between the time I bought the gun for the sales price and the time they "fixed it."

  As someone who works in sales, I am very disappointed in this mentality that they can just turn away business because of their mistake. It's not good business and not fair to the customer. I have honored mistakes in pricing Everytime in my near 20 years of sales experience, even if it was at a loss. 

  At the end of the day, the price of the item was clearly posted on their website, I checked out and my credit card was charged for that price. I was told my item was ready for pickup and took time out of my day and drove to the location to pick it up, only to be turned down and treated with bad customer service.

  Regards,
  
  ****** *****
  

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to go shooting at the range there. My streamlight fell off my pistol into the range. Far enough where one of the employees could not get it with the broom they had there. They told me to go to the front counter and tell one of the employees so they could take my name and number also the lane I was in. They told me they would get it at the end of the day when they close and clean up. Went back the next day to pick up my light and it was not the one I dropped. It was a cheap no brand light. I told them that it was not the right one and showed a picture of the one I dropped. They told me it was just lost then or another customer could have picked it up. I don’t see how another customer could have picked it up if it was far inside the range where one of the workers could not grab it. This happened in the range USA in ********** ********. I spent 140 on that streamlight for it to just disappear dose not sound right.

  Business response

  02/28/2024

  Hello *** ******,

  We have received your ticket, and as stated in the ticket, we are looking into this matter. Please review your email for our response. Once our investigation is complete, we will reach out to you.

  Thank you!

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Do not purchase their membership, they use an antiquated subscription model that is difficult to cancel. I wanted to pause my membership for a month due to being out of state, went through the hoops and hurdles of navigating and declining their pages of offers for a lower rate and begging you not to cancel weeks ago but apparently it did not go through. Contacted customer service as soon as I saw the pending charge one day after the renewal date, they refused to be any help and told me I was SOL. Customer service just spams you over and over with their outdated TOS membership model that is predatory to consumers

  Business response

  02/16/2024

  Hello *******

  We are sorry that you felt our membership was hard to cancel. You did submit a ticket (number ******) to utilize the 50% off which we did assist you with.  After the 3 months were over it was your responsibility to cancel 10 days prior to the renew date so that you did not get charged again, which is in the terms and conditions that you signed at time of purchase.  On 02/14/2024, which is two days after your charge date you reached out to cancel (ticket number ******).  We do not see any attempt to cancel or pause in your account change log .  Unfortunately , memberships are non refundable , which is also part of the terms and conditions you did sign.  Any questions you can reach out at ###-###-####.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled my membership prior to the renewal date. I reached out to range USA because i was charged after i cancelled it. They said they can’t refund me my membership and that my last log in to their website was when i started my membership which was not accurate. I never wanted my membership to renew after i cancelled it and now they are refusing to refund me my money.

  Business response

  01/29/2024

  Hi, ********

  The last time you were charged was 01/27/2024 8:28:42am. We see that you then canceled later that day at 01/27/2024 4:21:01pm. We do not refund charges which were made prior to cancelation. Your membership will remain valid until 02/27/2024.

  Please look over our terms and conditions to learn more about our policies and procedures.

  
  POLICIES & TERMS OF PURCHASE
  MEMBERSHIP CANCELLATION POLICIES
  All memberships are Non-Transferable & Non-Refundable.
  Member’s accounts will continue to accrue monthly membership fees until explicitly canceled by the Member. Member understands that the Store will under no circumstance cancel an account on behalf of the Member and that the Member is responsible for giving appropriate notice to Customer Service.
  Month-to-month memberships may be canceled provided a ten (10) day notice prior to next monthly due date to stop a charge from generating.
  Range USA reserves the right to cancel the membership of any person for any reason. If such cancellation is made due to violation of Range USA policies, violation of terms of this Agreement, or due to damage rendered by Member or Member’s guests.
  Member agrees to pay monthly dues on time, to include notifying Range USA promptly if the credit card information used for automatic payment changes, or to be charged a declined payment fee and/or a late fee per delinquent payment.

*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. ↩