ComplaintsforRange USA

• Initial Complaint

  11/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date was between October 28 and todays date 11/05/2021. There was a misunderstanding on the communication with the customer service which lead to this store canceling my purchase after letting me pay for it using my account and even sending me confirmation of delivery to the store for pick up. I was denied the firearm and couldn’t even explain myself to the store manager. I request a transcript of my conversation with them to prove they were wrong.

  This place lead or manager lacks of any professionalism. Go to ******** gun co and you will receive a better deal and treat. Had a misunderstanding with customer service( which it sucks by the way) through the phone because after stating the firearm was available they change to say it will be delivered on a week. She got the wrong assumption that I was buying the gun for someone else and I canceled the order because I didn’t like her tone and the delay on the order. Placed the order again a couple days later using my point blank account without issues and was told it was ready for pick up. Got to the store and the lead/manager said there was a note stating I couldn’t get the gun. He didn’t even give me the opportunity to explain. I will open a bbb complain immediately and call this “lead” boss to request a transcript of my phone conversation. A business like this shouldn’t be running with incompetent people like him. 
  
  Forgot to mention that the above was my ****** maps review which I am posting on bbb too. I want a transcript of my phone call and I want to listen there where I said that the gun was to someone else. I said is for a birthday party to which the customer service replied: who’s birthday? On a tone I didn’t like because of the delay on the delivery I thought should be faster because it said was available at the store. When I called the store they said 2 days to deliver and asked the sales rep for availability and he said :can’t do that because I have people on line. Then I was disappointed when I called customer service so when she asked I didn’t like her tone and told her what’s the matter who’s birthday is?! She assumed I was given the gun to someone else. Which makes me feel mad about the situation and then start saying I could to jail for buying someone else a gun and I asked her to cancel. The call was October 29 and my birthday was October 30. The gun was for me and nobody else. My dream gun has become a nightmare thanks to this store management, employees and customer service on the phone. Will copy and paste this on bbb and will also go to the tv and local newspaper complain website and wherever I have to go to get the service I deserve as citizen from this country. I want that transcript. 

  Business response

  11/08/2021

  Customer spoke to our Customer Experience reps and mentioned the firearm they purchase would be for someone else as a birthday gift, The customer experience rep asked some follow up questions concerning this and was then told it is none of your business who I'm buying this for. She gave the store a call to let them know that this might be a straw purchase.

  Straw purchases are illegal because federal law criminalizes the making of false statements to a dealer about a material fact on ATF Form ****, which must be filled out when a firearm is purchased from a licensed dealer. US, the US Supreme Court again affirmed that these federal laws prohibit straw purchases.

  Customer response

  11/08/2021

  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 don’t agree with their answer, since is not accurate. Never said it was for someone else, I said: is for a birthday party, then she asked trying to avoid the main subject of the call: who’s birthday party? I asked: what that have to do with my issue(delay on delivery based on them saying was available at the store in Louisville) to which she said: if the gun is for someone else is ilegal and you could face charges, I was mad at the moment because I feel like the customer service was diverting the subject of the conversation which was the delay on the delivery/pickup. Then I said I wasn’t aware of that BUT AGAIN I NEVER SAID THE FIREARM WAS FOR SOMEONE ELSE. She assumed that, the reason why I didn’t have her any explanation is because I was mad over they misleading information about the availability of the firearm and the tone on her voice. They have the transcript, they can share it with me or BBB to prove I said is for someone else or someone else birthday or someone’s gift as they wrongly said. This complain is going to stay open until they provide the transcript of the conversation proving I said that or give me the ability to purchase the firearm. Both their customer service and their store lead have no professionalism or good communication skills. I even called to the store to check their inventory for this firearm and person who pick up the phone said : he had no time to check inventory for me because he had several people in line”. When I was there, there were like 5-7 associates so I don’t think this store has a shortage of employees to give a customer that answer. So, from their website to customer service to their store employees/management the service was very poor and unprofessional and all I asking is for my rights and again the transcript that proves I said and quote the business answer: the gun was a gift for someone else”. 
  
  Regards,
  
  ****
  

• Initial Complaint

  10/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Made an online purchase, after 2 weeks of zero communication I cancelled the order. Still have yet to receive a refund. Absolutely terrible customer service.

  Business response

  02/03/2023

  CID 16017404 (**** ********):
  
  Customer submitted ticket # ***** on 10/12/2022 at 3:21pm.
  
  
  
  We responded on 10/12/2021 at 4:31pm stating the following:
  
  
  
  We recommend that they contact their bank to see why the funds haven’t been applied as our refund is
  showing settled. It went back to the card ending on file.
  
  This complaint is considered to be resolved.

*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. ↩