ComplaintsforGrabAGun.com

• Initial Complaint

  06/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  GrabAGun sold me gun that doesn't work. I've called GrabAGun when I 1st receive the gun and I called today and spoken to a supervisor name ********** I was informed that there was nothing they could do and I had to speak directly with Smith & Wesson. I've sent the gun in to Smith & Wesson they claim it was repaired but it wasn't so it has yet been sent back again to Smith & Wesson. The issue with the gun is the ammo will not go into the chamber it gets stuck out of 13 rounds only 3 went in I advised both GrabAGun & Smith & Wesson that I had a video showing proof and pictures neither come have resolved my issue

  Business response

  08/18/2022

  Business Response /* (1000, 5, 2022/07/07) */ It sounds like the firearm is currently in the possession of Smith and Wesson and the issue is being addressed. They have a robust warranty department and should be able to handle the issue that you are experiencing. Give it a little time, and it will get corrected. No one wants you to end up with a product that does not function 100% as advertised. Having Smith and Wesson correct things is the proper way to handle. Consumer Response /* (3000, 7, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I brought what was supposed to be a new gun that doesn't work. Give it time it's been over a month and I have followed the warranty guidelines and still don't have a working firearm I want to return this firearm for a full refund Business Response /* (4000, 9, 2022/07/13) */ Again, it sounds like the firearm is currently in the possession of Smith and Wesson and the issue is being addressed. They have a robust warranty department and should be able to handle the issue that you are experiencing. Give it a little time, and it will get corrected. No one wants you to end up with a product that does not function 100% as advertised. Having Smith and Wesson correct things is the proper way to handle. It's kind of like having an issue with a new car purchase. You don't return it and ask the dealership for a refund. You let the manufacturer correct the issue under warranty. Everything will be corrected to your satisfaction. Consumer Response /* (4200, 11, 2022/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again...If you buy a new car and have issues you can return that car so don't come at me your lame analogies. Your company sold me what was said to be a new firearm that was a piece of junk. Who want a gun that will not load / feed the ammo in the chamber correctly for it to misfire or back fire and I get seriously hurt. Requesting a return and full refund

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the past 2+ weeks, GrabAGun has been advertising the B5 Systems SOPMOD #1352 stock for sale at the price of $18.79. On their back end catalog in fact-seachable by all major price search engines like WikiArms ans Gun.Deals, it is STILL being advertised as available at that price today (though this morning it was changed to our of stock on their own web site front end)! On 5/14/2022 I requested a price quote via their web site and received an email confirming the price was $18.79! Upon receiving the email confirmation, I submitted an order for 8 at a total of $150.32 - and was charged $58.89 additional for shipping plus $18.00 for tax (inc. on shipping.) The full total charged to my Credit Card was $227.21. Two full weeks later (several days after the products should have been received), I received a cursory order cancelation email without explanation as to the reason for cancellation. I called them, their agent said the record defied explanation as they had many, many in inventory, and went to find out more. During this time I searched their back end catalog via Gun.Deals again and they STILL (2 WEEKS LATER)are showing the item in stock for sale at $18.89. However nowwhen you try to go to their site to purchase it, they then show they m *have no stock* (though and instead suggest you buy a virtually indistinguishable product - at $70 more! Classic bait and switch! He returned to state it was a listing error and they would not be honoring the (still) advertised price. I then was connected to his Supervisor Christine who also stayed that although the price was still being published to the internet search aggregators as in stock, they wouldn't honor the price. Initially she claimed they couldn't as they had none but after I pointed out the prior rep already admitted they have MANY, she changed to saying it was a pricing error and they wouldn't honor it. That "error" over 2+ weeks drove (and continues to drive) MANY customers to them!

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/05/25) */ We have no control over how frequently third party data aggregator sites refresh their prices. The item you bought (a rifle stock) was clearly priced incorrectly. This is further evidenced by the fact that you purchased 8 of them (presumably to resell yourself for a large profit). We realized the error, notified you, refunded you, and corrected our website. Sorry, but we are unable to honor the accidental price.

• Initial Complaint

  05/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order Date: 5/13/22, Order Number: XXXXXXXXX, Fed X Tracking Number: XXXXXXXXXXXX. I called Grab A Gun at 10:30 am CST, this was (1 hr. & 30 minutes) after I made the online order to request a cancellation of wrong ammo that added to cart automatically, for item purchased was my assumption. I was told by Bob (Cust Serv Rep) they couldn't cancel it because it was shipped. Called again at 10:45a CST and another (Cust Serv Rep) immediately informed there's no refunds or exchanges on ammo. Shipping policy states: "Should the need arise; we will do our best to cancel an Grab A Gun order at no charge provided the order is cancelled by 5:00 pm on the day of order. We cannot guarantee that we can cancel the order before it ships." Didn't receive email on Ammo shipping until 5/14/22 with a Fed X tracking # that didn't work. Need a free return shipping label plus cost ($24.08) charged my form of payment (ending #2704) refund.

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/05/20) */ To start, we don't automatically add anything to anyone's shopping cart. What a ridiculous thing that would be for us to do. The amount of problems and customer service issues created would be a nightmare. As you pointed out in your complaint, we are very careful to specifically inform customers that we may or may not be able to cancel a placed order. You agreed to this by checking a box before completing your purchases. We of course understand your frustration that we were not able to cancel your order even though it did not ship 24 hours. The issue occurs when an item on an order is being drop shipped from a manufacturer/distributor vs it being shipped from our warehouse. When a customer places an order for one of these items, the order is auto transmitted directly to a manufacturer or distributor for shipping. Think about how many drop ship orders a large ammunition brand or distributor might receive each day. Things are highly automated to the point where it's difficult for us to call an actual person and have them manually do anything. Things just aren't in our control at that point. Conversely, if we are shipping an item from our own warehouse, we are almost always able to stop it. We cancel orders shipping from our warehouse all the time. It really just depends on the particular order. We are sorry that we were not able to stop yours this time. We certainly would have if we had the power to do so. Hopefully you now understand there is a real reason why we could not stop your $11 box of ammo from shipping in time. It is why we created the checkbox that prewarns about the difficulties of being able to cancel a placed order. It is our hope that people see this warning then and double and triple check their carts before hitting the submit button. Consumer Response /* (3000, 7, 2022/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't notice a warning to check the cart, (must have been microscopic print) before pressing Submit. Only a edit option and I assumed it was ammo for my purchase, since it was ridiculously automatically added to the cart. Your policy for cancelling isn't being honored. I have a item that I can't use/trade and you charged $12.99 for shipping. Your representatives' have different answers; one states can't be cancelled a hour and half after opening and another states no refunds on ammo. I'm requesting a return shipping label be sent to me and a refund of $11.09 ammo cost, and $12.99 ammo shipping fee=$24.08 back to my original payment method. Business Response /* (4000, 9, 2022/05/25) */ Again, we do not auto add items to customer's shopping carts. This would never work and would cause issues 100% of the time. A much more realistic scenario would be that you made a mistake, accidentally added the item to your shopping cart, checked boxes agreeing to our terms and conditions without reading anything, and hit the submit order button. I've already explained the internal workings around our ability to cancel orders and that returns on ammunition are not allowed. For liability reasons, we (like all firearm retailers) never accept returns on ammo. We very much sympathize with the frustration caused by your mistake, but ultimately you agreed to our very clear and reasonable terms and conditions and simply did not pay attention when you checked out. You will have to keep the $11 box of ammo and be more careful in the future. Consumer Response /* (4200, 11, 2022/05/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've provided the email stating when the ammo shipped, which was the following day after attempting to cancel the order twice within a hour and a half of Customer Service opening same day purchased. Again, you aren't following your Cancellation policy. "Should the need arise; we will do our best to cancel an order at no charge provided the order is cancelled by 5:00pm on the day of order. We cannot guarantee that we can cancel the order before it ships. " The need arose for an immediate cancellation. I need the ammo for the item I purchased and not for what was shipped.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased an item from this company, but the item was never given a tracking number in the item never made it to my doorstep, from the grabagun.com website my account never showed that my item was even shipped, I contacted the website on multiple occasions with a complete runaround of them saying they would ship this item as soon as possible a month past and still no item, I would never do business with this company again they are shady and fly by night. They claim the order ship within three days and a maximum of seven days, we're talking about 30 days here and still no tracking item and still no order fulfilled to my doorstep. I tried calling this business phone number during their stated open business hours the phone rings one time and it says were sorry there's no one available. F-

  Business response

  05/11/2022

  Business Response /* (1000, 5, 2022/04/07) */ It looks like this item was actually out of stock at the time the order was placed. It ended up being refunded to your card 30 days ago. Typically there is an auto generated email sent to document the refund. Very sorry that we were unable to fill the order. IF this was not received by you, your frustration is very much understood. Regarding the phone calls, we take over 1000 phone calls a day. If you received some kind of message that we weren't here it was likely outside of our business hours here in the Central Time zone. Very sorry that we messed this one up for you. Check your credit card bill for a refund from us. Reply back to this case here if you do not see it and we will provide additional documentation.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i attempted to purchase a firearm, bear spray and headphones from grabagun.com. After seeking financing and being approved i placed the order. 2 items were shipped but the firearm was resold to another person. Grabagun.com accepted the money from the finance bank but sold the gun to someone else. They are refusing to cancel the contract and want me to waste $1800 on other products in their "store" of which i have no interest. Since they never delivered the product i should not have to suffer the consequences of their negative credit report. Grabagun.com is refusing to credit the bank the $1800 for the firearm that was sold to another party

  Business response

  04/07/2022

  Business Response /* (1000, 5, 2022/03/08) */ This order was from June 2021. It is currently March 2022. 2 of 3 ordered items were shipped to the customer directly. The third item was a firearm. It was to be shipped to the customer selected FFL so that a background check to be completed prior to the customer taking legal possession. The selected FFL notified us that he could not accept the transfer and complete the required background check due to a covid related hospitalization. We emailed the customer asking for an alternative receiving FFL. This was on 6/23. 5 days later on 06/28 we again emailed the customer to advise him that we were cancelling the firearm due to his lack of communication and direction. The order was cancelled and the price of the firearm was refunded to store credit. The customer financed this transaction and was required to return the two items he did receive in order for the entire contract to be nullified/refunded. The customer later replied to this email saying he was unclear on why this cancellation happened. We asked him to call us so we could better explain the situation and what his options would be. On 07/17 we noticed he had not called or emailed us back, so we emailed him again. We tried contacting him several more times on 07/20, 07/28 and 08/05. He never responded. Here we are 8 months later and he has never responded to our attempts at contact. We clearly advised him of his options and that we can cancel his finance contract if he returns all items. We even sent the customer a prepaid return label to ship back the 2 items he received. The customer did not use this return label. We can provide you with screen shots of all the email exchanges asking customer for direction if needed. At this point, the customer can return the 2 items he received and we can put in a request to the finance company he used to cancel his contract. Alternatively, the customer can use the store credit on his account to purchase a new firearm. Consumer Response /* (3000, 7, 2022/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) i am willing to pay $137 for the 2 items that were sent to close our Business and cancel all contracts meanwhile original packaging cannot be located and new boxes are being procurred Business Response /* (4000, 9, 2022/03/11) */ The company you used to finance your purchase with can only give a 100% refund. You cannot pay for part and return the rest. That is their rule and their policy not ours. We will allow you to return the items you purchased, but they must be in sellable condition in order to receive a full refund. If you do not have original packaging (and I'm guessing them being in your possession for 6 months they are now in used condition) I suggest you purchase them elsewhere and return those new items to us. Please return as instructed above to GrabAGun Attn: Justin 200 E Beltline Rd #403 Coppell, TX 75019. Upon receipt and satisfactory inspection we will notify the finance company you selected at checkout that all the items have been returned and they can issue the refund according to their terms. Alternatively, you can keep the 2 items you received and use store credit to purchase a firearm. Either is fine with us. Sorry for the difficulty in this. We genuinely tried to get in touch with you many times to resolve this much sooner.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered something from GrabaGun and realized I order the wrong product and called them 5 minutes after I made the online order to request a cancellation. I was told they couldn't cancel it because it was already being shipped. Their shipping policy states: "Should the need arise; we will do our best to cancel an order at no charge provided the order is cancelled by 5:00 pm on the day of order. We cannot guarantee that we can cancel the order before it ships." I called them before 4pm that day. It is now 11 days since I made the order and it still has not been shipped. I was also told I would have to pay return shipping charges to send it back, therefore having to pay shipping twice. With today's technology, an online store should be able to cancel an order if given quick notice - every other store seems able to do it.

  Business response

  02/21/2022

  Business Response /* (1000, 5, 2022/02/08) */ This order was auto transmitted to a distributor for immediate shipping. We typically cannot cancel these because things happen so quickly. In this case it looks like the distributor messed up and was unable to get the item shipped out. We just called them and they were able to stop the order from shipping. A refund will be issued. Sorry for the trouble. Consumer Response /* (2000, 7, 2022/02/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am completely satisfied with the response. Christina was outstanding - she worked on getting my order cancelled and gave me a full refund. Although we thought the order was cancelled, it ended up shipping out the same day Christina thought she had it cancelled. I received the product and she sent me a return shipping label so I could send it back free of charge. It was excellent working with her.

• Initial Complaint

  12/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my item on 12/16/21 & this morning (today) I received a credit memo. It is not a fraud transaction & I would like my receive my item. If I am not receiving my item I would like a full refund or I will have to further my actions.

  Business response

  02/04/2022

  Business Response /* (1000, 5, 2021/12/17) */ As you state in your claim, a refund/credit memo has already been issued. Please contact customer service if you don't see it post in the next couple of days. Also, apologies if this was a legitimate transaction. We do our best to eliminate credit card fraud while also approving as many transactions as possible. It can be a difficult balance sometimes, so we try and rely on third party software and their number scoring system. It isn't always perfect.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a product and paid for it. 2 weeks later I'm told that my order was canceled. I made financial commitments based on the fact that the transaction went through. I spoke to the call center and was told "You got the short end of the stick, That's just how things go." That is completely unacceptable.

  Business response

  02/04/2022

  Business Response /* (1000, 5, 2021/12/14) */ Sorry for the frustration ******. We ran out of stock on the firearm you purchased and the order fell through the cracks. It is rare occurrence and should have been handled much quicker/better. Your desired resolution is to deliver the item. We absolutely would if that were possible, however we don't have any on hand to ship. We very much apologize for the issue and for any problems it has caused. Consumer Response /* (3000, 7, 2021/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've paid you already and now I'm out $300 on ammo. Reimburse me the $300. Business Response /* (4000, 9, 2021/12/16) */ I see a single closed order for a $1200 firearm that ended up being out of stock. It was refunded in full. I do not see another order for $300 in ammo. If you are stating you purchased $300 in ammo from a competitor of ours and want us to pay you for it because we were out of stock on our item, that is not possible. We do very much apologize for the issue you experienced, and we are trying to get additional units of the SKU you tried to purchase, but compensating you $300 for a product you bought elsewhere and currently have in your possession is unreasonable. Perhaps it can be returned to the vendor it was purchased from. Or perhaps the firearm you tried to purchase from us can be purchased elsewhere. Consumer Response /* (4200, 11, 2021/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your screwup caused financial harm. I never said I wanted something for nothing, buy the ammo from me.

• Initial Complaint

  11/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ordered one item received a lower cost version. Asked for a refund of the difference and was refused and told that the lower cost item was not offered on their site there for there could be no refund to make up the difference. Placed a second order for the same item and again received the lower cost version. Both packing slips state it should be the correct item not the low cost one. This site is a bait and switch.

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2021/11/22) */ Hi Michael. I see a recent email from you where you figured out that the manufacture mislabeled these magazines. I'm having someone research which distributor we bought these from so that we can get that issue resolved. I also went in and refunded you $20 for the difference. Hopefully that helps things. This was in no way intentional. Its more a product of everything running on UPC codes and labels and an item being mislabeled. Thanks for bringing it to our attention so that we can correct.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I placed an order (#*********) with this company. I was told that it would take 5-7 days to ship. After 7 days I still hadn't received shipping confirmation. So I called and was told that there was a mistake and my order was overlooked. I was also told that it would be shipped within 48hours. After 24 hours I received an email stating that I'd receive a refund because they didn't have my product in stock. Now apparently I have to wait 5-7 business days to receive my refund which is completely unacceptable. Why does it take 5-7 days to get my money back. When I paid them it was instant. Why can't my money come back instantly as well?

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/11/20) */ Hi ****. We refund immediately, but credit card refunds are not instantaneous. Credit card refunds anywhere from any company always take a couple days to go through the banking system and post on the consumers end. There is nothing we can do to speed things up, BUT I'm guessing that you will likely see it any day now (if not already). Sorry for issue in this order. Wait a day or two and respond to this case if you still don't see anything and we'd be more than happy to look into further. Consumer Response /* (2000, 7, 2021/11/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩