Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Smith & Wesson will not honor rebate claiming the reason being serial number of gun was not on sales receipt. I have the sales receipt, all the information on the end of the Box the gun was purchased in as required and proof of credit card purchase if necessary

  Business Response

  Date: 03/17/2025

  Good morning, 

   

  the proper information was not provided. Per the rebate Terms and Conditions:

   

  A dated purchase receipt/invoice/order confirmation must include purchase date, purchase location name, product purchased (circled), and purchase price.  If the serial number is listed on a transfer or shipping document please include it as part of your submission.
  
  Packaging Slips are NOT accepted without a valid itemized receipt type
  Application/Record of Sale are NOT accepted without a valid itemized receipt type
  Dealers Record of Sale of Firearm are NOT accepted without a valid itemized receipt type
  Pistol Sales Record are NOT accepted without a valid itemized receipt type included 
  Transfer Receipts are NOT accepted without a valid itemized receipt type 
  Layaway Receipts are NOT accepted unless shown PAID IN FULL 

   

  As well, 

  Notwithstanding anything herein to the contrary, for purposes of this Promotion, if the initial order for an eligible Firearm is placed online, via phone, or some other method that necessitates the Purchaser to receive the Firearm from a Federal Firearm Licensee (“FFL”) at a later date, the Firearm date of purchase will be deemed the date upon which such Firearm is actually conveyed to the Purchaser by said FFL and must fall between February 1, 2025 and April 30, 2025 to be eligible for this Promotion.  Furthermore, the initial order must also occur between February 1, 2025 and April 30, 2025 to be eligible for this Promotion. 

   

  Thank you,

  Business Response

  Date: 03/24/2025

  Good morning, 

   

  The terms and conditions clearly state what is required to be eligible and how the documentation needs to be submitted. The receipt and screenshots provided were not eligible receipts. 

   

  We were made aware that the firearm has been sold, and therefore no longer eligible for this rebate. 

   

  Thank you,

  Customer Answer

  Date: 03/24/2025

   
  Complaint: ********
  
  I am rejecting this response because: maybe you should instruct your retailers on how to print an acceptable receipt. Because of this you've already lost a couple customers for life including myself over a stupid Green Dot sight

  Obviously "customer service" is something that does not exist at Smith & Wesson and your pettiness is costing you customers. 

  The one and only Smith & Wesson purchase is being sold and my loyalty will remain with Springfield who doesn't come up with these clown ideas to prevent people from getting the promotional rebates that Smith and Wesson supposedly offers..

  That was the ONLY reason I purchased this handgun. Also I'm probably never going to go back to Scheels as there's plenty of other alternatives that are much closer to my home. 

  ALL of this correspondence will be posted at our 3000+ members shooting range and that could possibly affect sales maybe, you think? 

  BUT considering the "customer service" at Smith & Wesson I'm sure the concern is near zero. 

  I am very happy that there ARE alternatives to purchasing firearms other than Smith & Wesson which again you'll never see one of my daughters ever ever again.

  The documentation I have MORE then proves the purchase but giving up a customer seems far more important...
  
  Sincerely,
  
  ** ******** **** ******

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a Brand New CSX 9mm and upon inspection I noticed several issues. One the Rifling in the barrel toward the end had threads cut into it. Which I sent them a picture of. The frame rail has a gouge taken out of it. Which I sent them a picture of. They are terrible tooling marks in the aluminum frame under both sides of the safety switch. Which I sent pictures of. Also sent one of the mags back that the spacer wasn’t seated. They currently have new production ones that do and I wanted that switched out. They told me to send it in. I did. I received it back today and NOTHING was replaced or done. The paperwork said test fired/passed. I am wanting this gun repaired or replaced with the same model. It has something wrong with the Frame, Barrel & Slide and now has gouges on the takedown pin due to whomever looked at my gun mashing it out. I am extremely displeased that they didn’t call or communicate in any way while they had my gun. They just sent it back in the same condition and didn’t even replace the mag. I still have the pictures and am wanting to send them to a supervisor and let them tell me this is acceptable. Poor workmanship in materials. Which falls under the warranty.

  Business Response

  Date: 03/10/2025

  The firearm was reviewed by our gunsmiths and determined that the firearm met manufacturing requirements. The customer did contact us today and we have sent a new label to have the firearm brought in for re-evaluation.

   

  Thank you,

  Customer Answer

  Date: 03/10/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  This is not factory specs. My local Rural King has this gun in stock and I went and compared my gun with theirs and it has none of the issues mine has in the pictures.

  
  Sincerely,
  
  **** *******

  Business Response

  Date: 03/11/2025

  The customer contacted us yesterday to have the firearm brought back in for re-evaluation. Once the firearm is in our possession, it will receive another examination by our gunsmiths and any necessary repairs will be completed.

   

  Thank you,

• Initial Complaint

  Date:03/04/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rebate confirmation no. 1070771356 for Smith and Wesson optimize the holiday promotion submitted 11/15/24 approved 11/17/24 recieved notification that item (Vortex red dot) would take up to 60 days to arrive. Todays date 3/3/25. Have contacted two S&W representatives over two weeks ago who stated it would arrive "shortly". Still waiting over 108 days and counting. Seeing more and more complaints about this company.

  Business Response

  Date: 03/04/2025

  Good afternoon, 

   

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

   

  Thank you,

  Customer Answer

  Date: 03/12/2025

  With your help the rebate item finally arrived.  Sad that a major company with a good past reputation has progressed to this level of poor customer service. 

• Initial Complaint

  Date:02/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a brand new S&W rifle legally through FFL. Came home and noticed that the wooden stock was broken and cracked in 2 places. Contacted S&W for replacement. They told me to send in photos and email stating the issue. Now, they won't respond to emails, won't get the issue escalated, and have to send the whole firearm in just to get a new wooden stock. I told them it is more prudent and less risky to mail just the stock. They wouldn't help. Wouldn't tell me how much the prepaid insurance covered and had to supply my own box.

  Business Response

  Date: 02/19/2025

  Good morning,

  We received the customers email on February 17th and responded on February 18th.
  After review of the customer information we have processed an order for the replacement
  stock.  It should ship in the next two days.

  Customer Answer

  Date: 02/25/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  Whike S&W attempted to resolve this issue, I received a broken item. Would like an undamaged replacement stock. 

  Sincerely,
  *** ******

  Business Response

  Date: 02/25/2025

  Good afternoon, 

   

  We do apologize that the replacement stock was damaged. We will be sending out one more replacement stock, which has been shipped out already. Photos have been attached of the new stock going on.

   

  Thank you,

• Initial Complaint

  Date:01/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new Smith & Wesson firearm on 12/21/24 at a local gun store. During this time they had a rebate program going on . I applied for the rebate & I was denied due to the seller couldn’t locate the box. I have submitted the receipt & pictures of the actual firearm. I filled out the application for the rebate . I just don’t have the box & I feel that I should not be penalized for someone else’s incompetence. I have been a loyal customer for years & I feel that they are being very unreasonable about this. This will be my last purchase from S&W. Screwing a customer out of $50 rebate

  Business Response

  Date: 01/21/2025

  Unfortunately, all of the requirements must be met to process the rebate claims.  Please see below for the excerpt on the 

  requirements.  A full list of terms and conditions are listed on our website at www.smith-wesson.com under rebates.

   

  STEPS FOR MAIL-IN REDEMPTION
  Step 1: Print Promotions Coupon as found a* ************************************
  Step 2: Fully Complete the Promotions Coupon including providing the Firearm Serial & SKU numbers
  *One Coupon Per Submission.
  Step 3: Enclose:
  (1) A Dated Sales Receipt which clearly identifies (a) the store name from which the Firearm was
  purchased and (b) that clearly identifies the purchased Firearm
  (2) Either (a) a photo of the full box label OR (b) the actual full box label
  Step 4: Mail to either:
  ***** * ****** ******* ******** ******* ****** ***** ********* * ** *** ****** ** ***** ** **********

• Initial Complaint

  Date:10/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a firearm from Smith and Wesson through my local retailer, Academy. The retailer advertised that there was a $50 rebate direct from the manufacturer, Smith and Wesson. When I contacted Smith and Wesson for the rebate, a customer service rep named Noah from the Maryville, TN location advised that, despite my purchasing a firearm during the rebate period, the deadline had now passed and Smith and Wesson will no longer honor their rebate because there was a form I was supposed to file before the deadline. At no point did Smith and Wesson inform me that there was a deadline to file for the rebate. This rebate offer was a deceptive, tricky practice from Smith and Wesson. At no point was I advised that there was a form to send in by a certain date. If Smith and Wesson wants to play tricks and cheat it's customers, I would encourage people to buy from Glock or Ruger or a reputable manufacturer that doesn't say there's a rebate and then NOT pay the rebate if you buy a firearm from them during the rebate period.

  Business Response

  Date: 10/08/2024

  All rebates are posted on our website during the promotion period.  Terms and conditions are also posted on the website during each promotion

  period. Currently there is no promotion period .  See below what is posted under Rebates currently

   

  REBATES
  NO CURRENT PROMOTIONS
  
  CHECK BACK FOR FUTURE PROMOTIONS
  
  EXPIRED PROMOTIONS
  CHECK STATUS OF PREVIOUS REBATES @ SWREBATES.COM

   

   

  Customer Answer

  Date: 10/17/2024

  Smith and Wesson are ripping people off not honoring their rebates.  I would encourage consumers to purchase a Glock or a Ruger or any more honest company.

• Initial Complaint

  Date:09/13/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My S&W bodyguard was sent in for repair due to the magazine ejecting upon discharge. S&W acknowledged receipt of the item on July 16th, 2024. I have been told over the last 4 business days when I called that it was done with repair and ready to ship back. S&W has failed to keep me informed of the status of the repair, and still has possession of the item after nearly two months. That’s a long time to have an item to replace the frame for a swollen magwell.

  Business Response

  Date: 09/16/2024

  The firearm was in Shipping and is shipping today back to the dealer who returned it.

  An email will be sent to the dealer with tracking information.

  Business Response

  Date: 09/23/2024

  We test fire by hand.  We will forward a new magazine.  If after you fire with the new magazine and you continue to experience

  an issue, you may call our 800 number to receive the new label to return for our examination.  800-331-0852

  Customer Answer

  Date: 09/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22280541, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Michael ******

• Initial Complaint

  Date:08/20/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a firearm from Smith and Wesson that was supposed to come with an optic and the hardware and tools to install the optic. I never received the hardware or tools and have called 4 times and keep being told I will get it within 2 weeks. It has now been since 6/2/24 almost 3 months later. I just want them to send me the parts that I have already paid for.

  Business Response

  Date: 08/21/2024

  The customers order shipped yesterday. He should have received the tracking number via email.  9*********************

   

  Thank you

• Initial Complaint

  Date:07/22/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi. Recently I needed to obtain Colorado compliant magazines for a S&W firearm. I followed S&W specs on the product page and ordered compact magazines, as specified. When I got them they turned out to be too short. When I wrote the company and complained that I lost money shipping everything back, they wrote back: “ The M&P 9 12 round magazines are for the M&P 9mm 1.0 compact and the Subcompact M&P 2.0. The subcompact magazines will not work in the FPC.”. Nowhere does it say it in the specs (see screenshot). It says: “ ACCEPTS ANY M&P® FULL-SIZE OR COMPACT DOUBLE-STACK PISTOL MAGAZINES”. And the magazines say “compact” on them (see photo). They don’t say subcompact anywhere (and they are S&W own brand magazines). How am I supposed to know that compact is actually subcompact unless they specify it? When I pointed it out they simply didn’t respond. Now I’m out of shipping charges because of the company’s misleading information. I returned one order and I’m still struggling to get RMA for another.

  Business Response

  Date: 07/29/2024

  We will have one of our Customer Service Representatives reach out to the customer to resolve his issue.

  Customer Answer

  Date: 08/05/2024

  Hi. Company customer service contacted me and offered to reimburse me for my shipping costs, so the problem was resolved to my satisfaction and I’m just awaiting for the check. Thank you for all your help.

• Initial Complaint

  Date:07/19/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Smith & Wesson M & P .22 Magnum pistol in May. The magazines did not fit properly into the weapon. After contacting S& W I was told to return the magazines & 2 would be sent to replace them. It has been nearly 6 weeks & I still do not have magazines for my pistol. After multiple calls to check on my order all I am told is that the magazines have been noted for shipping. 6 weeks is an inordinately long time to wait for a simple exchange.

  Business Response

  Date: 07/26/2024

  The order for the customers replacement magazines was placed and released to the Shipping area.  We apologize for the delay in having them shipped.

  We will ship the magazines in the next 3-7 business days.