ComplaintsforArms Club LLC

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  10/14/23- I thought I was ordering 243 ammo, but much to my surprise they were only tips when they came in. No where in the description was anything mentioned about reloading. The following email was sent the day I received my order 10/23/23: “My much anticipated order came in today but was not what I thought I ordered. Do you guys take returns on ammo? It wouldn’t be a big deal to me if it was only a box or two, but I ordered 2 cases. I read and re read the description and never found where these were for reloading purposes, although, I did indeed receive reloading tips. I saw the pictures, but without a picture of a 243 beside it, I can’t tell the difference. Thank you in advance for any assistance you may offer.” Today, 10/24/23, I receive this email from Arms Club: “ Hi, my apologies for your experience, our policy on ammo and reloading supplies is we don't take returns for security purposes, but I understand you can't use those reloading bullets, i can make an exception to take the return but there will be a 30% restocking fee” My response: “ A 30% restocking fee is a bit more than I anticipated especially when there’s no mention of reloading in the description of the item. I was hoping for 15% as is mentioned in your other cancelled and returned orders. I do, however, appreciate you attempting to help me as I did read your company’s ammo return policy.” Arms Club response: “Hi, we don't take returns on ammo though, ammo and scopes are falling under the non return categories.“ I ordered this as ammo; these are reloading tips which can’t cause much of a safety issue. If it was ammo, I wouldn’t be attempting to return. These are supplies to build ammo, none of which was mentioned in the description. Nor did I sign for this, as mentioned in the policy. I’m ok with being fair about things, and I don’t mind paying a restocking fee, but $240 is a bit much especially when the advertising description was portrayed in this manner with no mention of a reloading tip.

  Business response

  11/12/2023

  DearBBB,
  I hope this message finds you well. We appreciate your prompt attention to the customer complaint filed against Arms Club, and we would like to provide our response to address the concerns raised by the customer, [Customer's Name].
  After carefully reviewing the customer's complaint and the related correspondence, it is clear that the customer's expectations were not met, primarily due to a misunderstanding of the product they ordered. Our product listings and descriptions for the items in question clearly indicated that they were bullets intended for reloading purposes, not fully assembled cartridges. Additionally, the product images on our website accurately portrayed the nature of the items being sold.

  The customer acknowledged in their communication that they recognized the product as bullets, as depicted in the provided images. Despite this acknowledgment, the customer proceeded with the purchase anyway, ordering the "projectile" that was showed in the picture, when expecting assembled item. And only expressed dissatisfaction upon receiving the items. We believe that our advertising and product information were transparent and aligned with the actual items shipped to the customer.

  Furthermore, our store policies, as clearly outlined on our website and in the customer's provided screenshots, state that returns for ammunition and reloading supplies are generally not accepted due to security reasons. In this particular case, we offered a one-time exception to facilitate the return of the items with a 30% restocking fee, as it is our standard procedure for handling returns of this nature.
  We empathize with the customer's situation and understand their frustration. However, it is important to note that our company has made efforts to communicate product details accurately and has provided flexibility within the boundaries of our policies.
  We remain committed to customer satisfaction and would appreciate your assistance in conveying this information to the customer. If there are additional steps or information required to resolve this matter, please let us know.
  Thank you for your attention to this matter, and we look forward to your guidance in resolving this complaint.
  Sincerely,
  Andy

  Arms Club Customer Service Team

  Customer response

  11/13/2023

  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, details of the offer I reviewed appear below.

  The very least Arms Club could do would be to improve their ammo tip/reloading supplies  labels with a statement in the product description stating that these are not ammo, but in fact, they are only tips used in building ammo. If it was an honest advertising error and not an intentional scheme, take steps to ensure another customer does not get mislead as I did. It does not take long for 30% to add up, especially if you get to repeatedly resale the return items. I stated at the beginning that I didn’t mind paying a 15% restocking fee as I admit, it was ultimately me who clicked the “submit payment” button. Arms Club should take some of the responsibility. They resale the item and get the restocking fee.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  ******* ********

  Business response

  11/15/2023

  Thank you for reaching out to us with your concerns regarding your recent order, and we appreciate the opportunity to address them. We have carefully reviewed the information provided, including the image you shared (IMG_5110), and your subsequent communications.
  Firstly, we want to emphasize that the product you ordered was accurately represented in both the image and the product description on our website. The picture clearly depicts the tip of the projectile, and the description specifies that these are reloading tips. We take great care in providing accurate and transparent information to our customers to ensure informed purchasing decisions.
  It appears that there may have been a misunderstanding regarding the nature of the product. We understand that you expected a different type of ammunition, and we sincerely apologize for any confusion. However, we must emphasize that our advertising accurately reflected the product you received.
  Regarding your suggestion to improve our advertisement, we believe our current presentation is accurate and responsible. It is challenging for us to foresee every potential misconception, and our duty is to present the product as truthfully as possible. Just as we wouldn't explicitly state that the projectile is not a firearm, swim suit, boot, ammo, powder, or basketball, we trust our customers to interpret the information provided accurately.
  We also want to address your dissatisfaction with our return policy. As you may be aware, ammunition and reloading supplies fall under a non-returnable category due to security reasons. Despite this policy, we understand your situation and, as a one-time exception, are willing to facilitate the return of the items with a 30% restocking fee. This fee is intended to cover the costs associated with processing returns of such items, as they cannot be resold.

  Customer response

  11/16/2023

  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, details of the offer I reviewed appear below.
  
  We can go continue back and forth and never reach an agreed upon conclusion. Even if one can’t foresee every misconception, as one arises, steps could be taken to correct it for future marketing improvements. It is immensely clear Arms Club refuses to take any responsibility, because they state they will not even attempt to correct the misconception for future sales. This makes me believe the next customer to fall for this would find themselves in the same predicament, and Arms Club is not deterred by this in the least. 
  
  Regards,
  
  ******* ********

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