Complaints

This profile includes complaints for Uncle Dan's Pawn Shops, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Uncle Dan's Pawn Shops, Inc. has 9 locations, listed below.

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  Uncle Dan's Pawn Shops, Inc.

  Corporate Offices: 5408 E. Grand Ave. Dallas, TX 75223

• 

  Uncle Dan's Pawn Shops, Inc.

  8210 S. Hampton Rd. Dallas, TX 75232

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  Uncle Dan's Pawn Shops, Inc.

  130 N. Clark Rd. Cedar Hill, TX 75104

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  Uncle Dan's Pawn Shops, Inc.

  2930 Dairy Rd. Garland, TX 75041

• 

  Uncle Dan's Pawn Shops, Inc.

  5404 E. Grand Ave. Dallas, TX 75223

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:01/08/2025

  Type:Service or Repair 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 pawned my gun at Uncle Dans. When i returned to retrieve it, I was required to pass a firearm background check to receive my weapon. I was advised to come back in 72 hours to allow time for the background check to come back. The background check came back clear. I returned within 72 hours and was advised that another background check would need to be performed. For what reason would another background check need to be performed, if I have already passed it? I offered to leave the money to pay for my firearm but they refused to accept it. Another background check was to be performed. This time I went back in 18 days and was advised that I had to return in 17 days. Again, another background check would need to be completed. I feel like Uncle ***** is running a scam on customers that **** firearms to them because they are currently doing the same thing to my friend ****** ****** *************). I feel like the **** shop owes me a firearm of equal value and I should be allowed to purchase it from them for the price that I owed on my weapon.

  

  Business Response

  Date: 01/17/2025

  Please see our full PDF letter response with attachments. 

  Thank you,

  ****** ******, Marketing/Customer Care

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

  

  Business Response

  Date: 01/27/2025

  I am checking in to make sure I added our response in the correct place since I have not received a reply from the customer.

  Thank you,

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

  Marketing

• Initial Complaint

  Date:12/24/2023

  Type:Service or Repair 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 purchased three products from this pawnshop one product on which I had seen online which was a *********************************************** store and made the purchase. I was told that these products were 14 karat gold and that I was paying scrap price after Ive come to find out, that in fact 9.5 karat gold not even 10 karat I called the store and inform them and their answer was I never asked which is incorrect. I did ask I feel like Ive been swindled. Also, they made me go through almost an hour long process to verify my identity even though I had my drivers license my passport as well as my bank card ill find it shady practice that conveniently the two pieces that I purchased had no carrot marking, stamped in the gold

  Customer Answer

  Date: 12/27/2023

  The business took the items back and returned my money 

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair 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.

  Hello my name is ***********************, I have patronized this location for some years now. I bought a ps5 from the East Grand location. We tried it in the store on a small tv, and it came on..but it was without a disk. I also paid over ****** for this item. When we got home I noticed the port was damaged. I noticed there wasn't a HDMI cord included, so I went and purchased a *****, 2.1 Ultra HDMI cord; the recommended cord for this system. The game console would not start up, it glitched, over and over and also red static was on our screen. After reading some troubleshooting suggestions on ******* (4 hours later) , we were able to at least see the game that was inserted. My son played the game (Spiderman,)but it kept cutting off glitching, the console was an amber ***** and not blue. It finally cut off and gave an error message. We also have an xbox x and it works great on our tvs. (Was bought a year ago, at Gamestop)Before purchasing the item, I paid for a 60 day warranty. On my receipt it says no refunds WITHOUT a warranty and also a 30% restocking fee will be added. The next day we returned to the store on East Grand and was met by the store manager name, which I believe to be ****. I showed him the damaged port and him and a worker said, oh thats nothing. I said yes its something because it doesn't work. They plugged the system into the same tv which I previously viewed the console, just by it being able to cut on. It worked on the old 13 inch tv, but I explained to them it didnt work correctly on my new 85 inch brand new tv from Conns I just purchased. The manager then said he will try to connect it to a more updated tv, so he connected to a flat screen. THE CONSOLE, GLITCHED, AND DID NOT COME ON .IT STAYED ON THE ***** SCREEN. The manager finally said ok, yea its the port. He then said I can have store credit and wait one week to get another console because they are out. I was VERY CONFUSED BECAUSE MY RECEIPT CLEARLY SAID A 30% restocking fee on merchandise with a 60 day warranty, and without a warranty you're shhhh out of luck. Well we definitely should be in luck because I paid for the game in full and paid extra for a warranty. **** was very rude and obnoxious. I recorded the whole ordeal because I felt targeted. My daughter and her boyfriend showed up, and **** then said he could find a console at a different location and bring it on 10/21/23 for us in return of the useless ps5. He said this to ******* who is my daughter's fiancee, he said he rather talk to him then me! He didnt like I was questioning the words on the receipt, he even said to me"with a warranty you get your refund", then quickly said he said it by mistake. My question is, why can't I get MY MONEY BACK and you guys can keep your equipment? **** was being biased, and seemed uninterested in my dilemma. I have contacted a lawyer to be better advised, and will be initiating a response from the BBB on the situation.I was advised to try and resolve this and if the resolve isnt fair, I can move forward. Before, my daughter and her fiancee arrived his tone was way off, and he said we can wait a whole week to get another console..but after my daughter's fiancee spoke to him he guaranteed we will receive another console on today, which is 10/21/2023. My question is, why am I being forced into taking another console which could also not work properly? I paid for the warranty and the warranty validated a return of my money minus the restocking fee. Why isnt that being honored? If all sales are final, why isn't that on my receipt and why does it say a 30% restocking fee for taking back useless items. Nothing on my receipt say "AS IS", so it is expected to be useful; even if its used. It cost over ****** dollars! It's not fair, and actually unconstitutional to not honor the warranty... which supposed to be my protection that the merchandise works properly, if not I shall get my return within 60 days, and it wasn't even 24 hours it was returned. Please help me with this matter, I would like the general manager and or some person who oversees the store managers at this location. Thank you Also, online it states money back gurantee on items not working properly with warranty.

  Customer Answer

  Date: 11/11/2023

  **** resolved my issue the very next day, EARLY IN THE AM. I made a rush in judgement and shouldn't have posted this complaint. **** gave my son a new ps5 that works GREAT with ZERO ISSUES. AND IT INCLUDED A ****. WE ARE VERY PLEASED AND WILL CONTINUE WITH DOING BUSINESS WITH ***'S ****. **** ALSO FOLLOWED UP MAKING SURE THE **** WAS WORKING GREAT. I REALLY WOULD LIKE TO DELETE THE ORIGINAL COMPLAINT. I UPDATED THE REVIEW ON ******* ** we ARE HAPPY CUSTOMERS. 

• Initial Complaint

  Date:06/27/2022

  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.

  I never knew how or where to go to make a complaint about this until just recently. A little over a year ago I took my firearm for a loan and when I returned to get it back from the pawn shop I noticed I was missing a 180$ bipod grip I had on it. When I spoke to the manager I was told the person who stole it no longer works there and there's nothing they could do about it. I then tried to call the owner but wasn't offered a solution because apparently it's my fault the worker stole my item. They said it's my fault that I didn't tell the worker to take a picture of the weapon which is not my responsibility to know his job and his duties. Very upset with this outcome and would like the item I had taken replaced.

  

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/07/13) */ TO: Better Business Bureau FR: Uncle ***'s Pawn Shops, Inc., ID # XXXXXXX RE: Case #XXXXXXXX DATE: Friday, July 8, 2022 ABOUT US: Uncle ***'s Pawn Shops, Inc., has been in business for over 35 years and has nine pawn shops and a retail outlet store in Dallas County. We are one of the largest independent pawnbrokers in Texas. A pawn is another word for a collateral loan. Our pawnshops have clients from all walks of life. We are the primary creditor for the unbanked in our communities and provide locals a safe place to sell unwanted items. On the flip side, we offer emergency loans and exceptional retail values to all customers and cater to business owners, collectors, and wealthy clientele. Regardless of life circumstances, all customers and welcomed and treated equally. TEXAS PAWN OPERATIONS AND LOAN REGULATIONS: Like banks, pawn shops in Texas are licensed, regulated, and audited lenders. Pawn shop operations, procedures, interest rates, and loan terms are governed by the Texas Office of the Consumer Credit Commissioner (OCCC) and approved by the Texas legislature. Pawn shop audits are approximately once every three years. Uncle ***'s Pawn Shops, Inc. is in good standing with the Texas OCCC and has never been cited for regulation violations. The OCCC reviews and approves Pawn Point-of-Sale software systems. Uncle ***'s Pawn uses Bravo Pawn Systems and their app, MobilePawn as our authorized software provider. A pawn ticket is a legal document. A detailed description of item(s), including serial numbers, is printed on the pawn ticket. By signing the pawn ticket, the pledgor validates the information as presented. The pledgor receives a copy of the signed pawn ticket. Our software system records a photo of the item with the pawn ticket information. Firearm loans also fall under the Bureau of Alcohol Tobacco Firearms and Explosives (ATF) and are more strictly documented and monitored than other loans. The ATF audits Federal Firearm Licensed dealers separately from the OCCC. Pledged firearms are secured inside a bank vault with limited access. CUSTOMER/COMPLAINT HISTORY: The customer has pawned his rifle and various firearm accessories with Uncle ***'s Pawn in Mesquite since 2019. A bipod attachment is never mentioned, described, or photographed throughout the customer's loan history. According to the pledgor's complaint: *A $180 bipod accessory attached to his Bushmaster rifle was missing at redemption. *The Manager stated the person that stole it no longer works there and nothing could be done. *The customer was not offered a solution. *Company personnel claimed it was his fault. *The customer remains upset and wants a refund of $180 for negligence. OUR RESPONSE: Please refer to the separate attachment for a redacted copy of the pawn ticket dated June 6, 2021, and photos of the pledged items. The originally signed pawn ticket is excluded to protect the pledgor's privacy. To clarify the events at redemption in August 2021, when asked about an alleged missing bipod, the Store Manager stated the employee that initially processed the pledgor's loan no longer works there to ask for further information. The Manager did not say or insinuate that the former employee took the bipod. The pledgor claimed an employee must have stolen his bipod. Also, the customer states the bipod cost $180, but did not present a receipt, brand, model number, or other information. Furthermore, there was no resolution because we found no written, photographic, or video evidence. The Store and Customer Care Managers spoke separately with the customer. Together they researched security footage, loan histories, photographs, and all available records. Security cameras monitor the store counters, showroom, vaults, and stockroom. Employees are not allowed in the gun vault without authorization and supervision, and it would be virtually impossible for an employee to leave with an item undetected. Once secured in the gun vault, a firearm is not disturbed until it is redeemed or pulled for non-payment. Our Customer Care Manager recounted speaking with the customer last year. While it is not the customer's job to know or perform our job, the customer bears some accountability for verification of his information. Whether a contract, credit card charge, check, or a pawn ticket, a signature is a seal of accuracy and agreement. Otherwise, the law, signature required, would have no purpose. If an item is lost or damaged in our care, we will gladly replace it with our apologies. Based on our research, we are satisfied that the bipod was not misplaced or stolen from our Mesquite store. COURTESY OFFER: Out of respect for our customer's tenure and desire to maintain a good relationship, we offer a $100 cash refund or $150 in-store credit. For questions or more information, please contact, ****** ******, Marketing/Customer Care Manager Email: ******@uncledanspawnshops.com Cell: 214.617.5030 Attachments Consumer Response /* (3000, 8, 2022/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The manger clearly stated to me that the ex employee stole it. He told me, "The person who did this pawn most likely took it, but he no longer works for us, he quit about 2 weeks ago." Same way I wouldn't be allowed to steal from you, you should not be allowed to steal from me. That bipod had special meaning and was pretty pricey. I should have the product replaced or the amount it costed refunded. This is the link showing the exact item I had and the item that was physically removed from my firearm. As per checking cameras, i firmly believe their is proof of this happening because of your pawn shop has surveillance then it should be caught on film considering the item was in the pawn. You must have blind spots in the camera because it was clearly taken while in your custody. I'd like to have my product replaced or refund of equal value. The items is GPS-SAW.this is the link showing current pricing. https://www.bigcountrysportinggoods.com/grip-pod-gps-saw-cl/?utm_source=googleshopping&utm_medium=cse I have also tried to contact the number provided but I never got an answer after several attempts or a call back. Business Response /* (4000, 10, 2022/07/18) */ The customer left a message that he would accept our $100 courtesy offer; however, he continues to dispute our response in writing. Out of respect for his business and circumstances, we agreed to offer a $100 cash refund or a $150 store credit. As a Federal Licensed Firearm Dealer, we are wholesalers and do not pay retail prices for firearms or accessories. With the in-store credit, we will try to find a replacement bipod of a similar make and model. The customer may also opt for a courtesy offer of $100 cash. We request the customer accept our offer and close the case to proceed. Thank you, ****** ****** Marketing/Customer Care Manager Uncle ***'s Pawn Shops, Inc. (XXX) XXX-XXXX Consumer Response /* (2000, 12, 2022/07/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'll accept the $100 cash offer to close this case.