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:12/09/2022

  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.

  I have opted out their advertising emails well more than 30 times. I have even emailed the company directly to ask them to halt further emails, but they continue to email me 3-5 per day without fail. They never responded to my requests to have this stop.

  Business Response

  Date: 03/13/2023

  Business Response /* (1000, 5, 2022/12/14) */ It is a rare occasion that we would ever send out 3 emails in a single day. We have never sent 4 or 5. I searched our marketing database for your email address in this claim (starts with ********* and there is no record of it. If you are receiving emails at this email address, they are not from us. Consumer Response /* (3000, 7, 2022/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) All I get is a response that you are definitively NOT sending me emails? There is somehow a phantom company posing as you in an attempt to market to him? Can we have a more competent staff member look at this please? What is happening is illegal. Attaching screenshots of your emails...that are definitely NOT you. I have more, if needed. Business Response /* (4000, 9, 2022/12/16) */ Your screen shots show you receiving 0-3 emails per day vs the 3-5 you indicated in your complaint. More importantly, your screenshots show you are receiving them at a yahoo email address vs the gmail email address that you identified yourself with for this BBB claim. While there is no record of your gmail being subscribed to marketing emails, we were able to find your yahoo email address. There is no record of you unsubscribing it from marketing emails, but we will happily get that processed for you. Consumer Response /* (2000, 11, 2022/12/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) The email address I submitted my claim for and the email address I submitted my claim with are different. As I mentioned, regardless of that...I opted out many, many times. The issue is 100% your end, not mine as your responses seem to elude to. Plus, it wasn't until I involved BBB did I get a response. Take some responsibility for this and fix it, rather than responding with a challenge stance. Just opt me out, that's all I asked...not you needless rebuttals. And, yes...I have many more emails showing your constant, ineffective marketing.

• Initial Complaint

  Date:12/07/2022

  Type:Product 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.

  Took my money but never delivered the product. Cost me to miss a 75 dollar rebate from a supplier. To late to order from another company to receive the 75 dollar rebate and haven't refunded my money.

  Business Response

  Date: 03/06/2023

  Business Response /* (1000, 5, 2022/12/09) */ Customer placed order on 11/26. We shipped on 11/28 via Fedex tracking number XXXXXXXXXXXX. If you search this tracking number at Fedex.com, it states the package shipment was delayed on 12/3 for some reason. Fedex delaying a delivery is obviously nothing that we can control. We will submit a request to have the package returned to us and issue a full refund today. We apologize for any issues caused. Consumer Response /* (2000, 7, 2022/12/14) */ I have been refunded in full and I am satisfied. Thanks

• Initial Complaint

  Date:11/21/2022

  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 handgun from Grabagun and the gun arrived damaged, with a deep scratch on the side of the slide. This was a collector gun, with unique designs and graphics throughout the handgun, so the scratch was noticeable and evident. When I called to speak with the company, they refused to refund any portion of fees paid for the original purchase at the dealer. They said it was my responsibility, even though it was their mistake and defect on the gun.

  Business Response

  Date: 02/14/2023

  Business Response /* (1000, 5, 2022/11/22) */ Typically returns are not allowed on firearms that are inspected in person and then taken home. In this case, we already made an exception and told the customer they could return the firearm for a refund. We even sent them a prepaid return label. We are waiting to get the gun back and then we will refund. This case was premature.

• Initial Complaint

  Date:11/19/2022

  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.

  This business sent me the wrong product. They will not acknowledge that the issue was their fault. My invoice shows that I purchased a different product than what they sent based on the price but apparently their website had the wrong product number listed. When I pointed out that my invoice shows the price for the product I bought and not the product they sent and asked them to explain this, they ceased messaging. Upon reading reviews online, others have had this issue as well.

  Business Response

  Date: 02/10/2023

  Business Response /* (1000, 5, 2022/11/21) */ Customer bought a Mossberg Maverick XXXXX shotgun. The model number is on the product page and on her invoice as part of the item's SKU. It always comes with a folding stock. Price seems to be the factor that the customer is using as evidence of receiving a different item, but our prices fluctuate very frequently. It is incorrect to believe the wrong firearm was received simply because the price changed since the purchase was made. The picture of the firearm on our website also clearly displays a folding stock. Google Mossberg XXXXX and there are hundreds of pictures confirming that this firearm comes with a folding stock. And finally, the customer had the ability to fully inspect the firearm in person before deciding it was correct and taking it home. We understand it can be frustrating that a firearm cannot be returned once inspected and taken home, but this is the case with all firearm retailers. No one we are aware of accepts returns on transferred firearms. The customer simply did not pay attention on this one, bought the wrong gun, and missed their opportunity to confirm it was correct before taking it into their possession.

• Initial Complaint

  Date:11/15/2022

  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.

  As you can see from the pics, someone at the company physically altered my order in what I can only assume is a bait and switch operation. I ordered 3" magnums as seen in my order confirmation. The pick sheet had been altered... therefore it wasn't an employee accidentally packing the incorrect product. It must have been an intentional alteration of the order.

  Business Response

  Date: 02/06/2023

  Business Response /* (1000, 5, 2022/11/16) */ The issue on this order was nothing as sinister as the customer claims. Google the "XXXXXXXXXXXX" which is the UPC number of the product and you will see that some sellers think its the 3-inch version while others think that is the 2.75-inch version. It can only be one or the other. We believed it to be the 3-inch version and advertised that on our website. When we instructed our distributor to drop ship the customer 3 units of XXXXXXXXXXXX, the distributor had it in their system as the 2.75 version and shipped that. It was a drop ship order. No one altered anything. There was no bait and switch. There is simply industry wide confusion over that UPC. We now believe that 2.75 is the correct version for UPC XXXXXXXXXXXX and have updated our listing accordingly. Sorry about the confusion, it was unintentional.

• Initial Complaint

  Date:11/04/2022

  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.

  Grabagun once was one of my go to for sporting goods. Apparently times have gotten hard for them and now that they are required to charge out of state sales taxes, it has made it more difficult to keep up their volume. So they apparently decided to hide the sales taxes during check out and then add them to the credit card afterwards. When you try to get them to cancel the order, they just ignore you until the order ships. Now you are in for returned shipping costs and most likely restocking fees although they do not show those on their site either. Word is getting out. Some are comparing them to Cheaper Than Dirt, which most refuse to purchase from because of their questionable business dealings.

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2022/11/04) */ There must be some confusion on this. GrabAGun absolutely does not add sales tax after the fact. If you add an item to your cart, there will be no sales tax displayed or calculated yet. This is because a shipping address has not yet been entered. When you go to the final checkout page and enter a shipping address, sales tax is added to the displayed total 100% of the time. This is the page where customer's can see and review the total price before hitting the submit button. This can be tested anytime by anyone. Simply add an item to the shopping cart and go through the checkout process and you can easily see the tax is displayed. Again, this is a computer program and it happens this way 100% of the time. On a side note, GrabAGun started collecting sales tax in all states after the 2018 Supreme Court Case Wayfair vs South Dakota. It changed everything. Sadly, tax free internet sales are a thing of the past. Consumer Response /* (3000, 7, 2022/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is the possibility that the total with the taxes did not show up because of the browser in my iPhone, however ever on-line order I have even done, not only shows the total prior to checkout, I also get an email showing what was purchased and what the total was. I did not get one for this purchase. The way I found out was I looked at my credit card online. Also, I contacted them using their email system asking to cancel the order because of the additional charges but only received an automated response. And while there's no way to prove definitively that the total was not displayed during final checkout, if someone was to do this, I would not expect them to admit it! Business Response /* (4000, 10, 2022/11/08) */ Again, it is a computer program that processes tens of thousands of orders each month. Sales tax is always displayed when applicable. It's part of the program. It cannot function without doing everything it's programmed to do. Order confirmation emails are also automatically sent 100% of the time. You say you didn't get one, but I have attached a copy of your order confirmation email that was sent to you 10/22 at 7:02pm CST. Check your spam folder maybe. While we don't appreciate the conspiracy theories about us trying to trick you into paying sales tax (which wouldn't really help us and would cause massive customer service issues) we do sympathize with your frustration. We're sorry you feel that we somehow pulled one over on you. We didn't. We're good people. Sales tax was displayed. An order confirmation email was sent.

• Initial Complaint

  Date:10/08/2022

  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.

  Puchased a firearm from them. Without any prior notice they canceled my order.

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/10/10) */ Unfortunately the item purchased ran out of stock before the website could be updated. I see that an email was sent to the consumer with this explanation and a full refund. We don't like cancelling sales and are always making improvements to speed up the flow of information and prevent such issues from happening.

• Initial Complaint

  Date:08/12/2022

  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.

  Grabagun tricked me good...after seeing over 60 complaints on the BBB I sure wish I had checked reviews before buying....I bought a Pistol and rifle from them that was suppose to have interchangeable magazines and the rifle came used but I paid for a brand new gun...these guys are scammers and their reputation online proves it...I asked them to either return and refund or send me a new gun because that is what I paid for....terrible company.

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/08/15) */ GrabAGun successfully sells and ships tens of thousands of brand new items each month. It has handled millions of transactions while maintaining an A+ rating with BBB for over a decade. A handful of bad reviews represents an extremely small % of the whole and translates to a 99.999% success rate. That being said, we only sell brand new firearms direct from distribution. We have no access or source to acquire used firearms. Additionally, all customers have the ability to fully inspect their firearm before doing paperwork and taking transfer of it. If there is ever an issue prior to the transfer being completed, we always refund or replace no questions asked. For issues that arise after inspection and transfer we require issues to be worked out directly with the manufacturer. This is very standard industry practice. You cannot return a gun to a retailer anywhere. We are really very sorry that you feel the firearm is used, but it is not used. You inspected it in person before taking it home, and we do not sell used firearms. Consumer Response /* (3000, 7, 2022/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) nobody would ever file a fake BBB report if they were satisfied...just silly....they lied and said I inspected the gun which is not true...I have bought many many new guns and never inspected them because it never occurred to me that this kind of fraud would happen with a gun. I bought 2 guns from them and had them shipped to my FFl...I took them home and inspected...handgun came new but the rifle was clearly used. Lesson learned...This business lied to you saying they have a handful of BBB complaints when actually it's over 60 complaints...that's a lot no matter what kind of business you have....I make a lot of money so I can take the hit....I feel bad for all the people who aren't wealthy and get burned like this...run very far from this business....the small discount is not worth the risk. Business Response /* (4000, 9, 2022/08/17) */ Amazon literally receives over 10,000 BBB claims each year. Should you not buy from them? The number of complaints is irrelevant without considering the denominator of total customers in the equation. In any event, all customers have the ability to inspect their firearm before taking it home, your firearm was not used, and no firearm retailer accepts returns on transferred firearm. We are truly sorry for the issue you are experiencing. We hate that you feel like we tried to pull one over on you. We did not. Please contact the manufacturer, explain the issue, let them know you purchased it brand new from us, and they will be happy to help you. You're absolutely not out of luck with no assistance - you just have to go through the proper channels vs returning it.

• Initial Complaint

  Date:07/27/2022

  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.

  Back on 12/2/21 I had my information stolen and someone purchased guns and other things from grab a gun under my identity and credit card. I notified grab a gun and they refunded my money. I tried to purchase a trigger from them on 6/20/22 and got an email back stating that they refunded my money and due to past interactions would like to not continue a relationship. I tried calling them and was told to notify someone by the name of Landon. I have emailed them multiple times for about a month and have heard nothing back. In the meantime I have called a few times and tried to speak to a manager. They weren't available every time and until today. I was put on hold for about 10 min to be hung up on. I tried calling back a few times and it seems like they have blocked my number now. I am just looking for an explanation.

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/07/31) */ Hi ****. As you state, someone purchased a firearm from us using your credit card. They also used your your name, phone number and email address. We later received word that this charge was unauthorized. It's very possible this was actual fraud done against you, but can you give any more information about the actual situation? Why would the fraudster also use your name and email address (knowing that you would be alerted to the fraud via an order confirmation email about their attempted purchase)? It's also a little odd that someone stole your cc info and just happened to attempt a purchase at grabagun.com - where you also shop? Whoever did it would have to know you well, like guns, and know you shop at GrabAGun right? Can you provide a plausible explanation that warrants us trusting things enough to send out a firearm to someone in this situation? We love to make sales, but we try hard to avoid any transaction that doesn't feel 100% right to us. Make us feel comfortable about what happened.

• Initial Complaint

  Date:07/19/2022

  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.

  Business emailed me a sale price on a gun. I open email, tried to purchase it online, price kept changing. So I called in, explained problem, told there was a problem, I was asked to hold, they would need to get my contact information. Then they left me on hold for 40 minutes, then call dropped. I called back, was on hold another 30 minutes then told it was a typo, and the price was not going to be honored. Spoke with supervisor Christina, who again said they refuse to honor their email price ad, and they have no knowledge of my phone call!!! The gun was offered for $85.99, I was told they would honor that price, I'm not a first time customer of theirs as I have purchased rifles from them in the past! I expect them to honor their word and honor their emailed ad price!

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/07/20) */ Unfortunately, I cannot find this order or the mentioned "advertisement". Can the customer please provide more documentation including a copy of said advertisement? In general though, we do not honor pricing errors. A firearm costing $85 sounds like a pricing error, but we are happy to verify this is the case if more information is provided. Consumer Response /* (3000, 7, 2022/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contacted the business and spoke directly to customer service supervisor. I supplied a photo of the offered sale price that was sent to me. There was no retraction to this sale price sent. I was told they would honor the price, then left on hold until call was disconnected (40 minutes). I requested they honor their ad and their word! Business Response /* (4000, 9, 2022/07/25) */ The firearm in question is approximately $850. It is currently listed on our website for $829, but it has sold in a range of $789 - $899 over the last 12 months. The screenshot of the email you received displayed a sale price of $85.99. This was clearly an error. The person creating the email obviously forgot to include an extra 9 in the price - which would have made it $859.99. Further evidence of the error is the fact that financing payments (just below the sale price) are quoted as starting from $51 a month. We understand the disappointment that you aren't able to purchase said firearm for 10% of it's value, but it was an honest mistake.