ComplaintsforMister Guns

• Initial Complaint

  08/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Someone named *************************** tried to send me an invoice through PayPal for MisterGuns LLC when never in a million years would I even visit an online store for armed weapons and haven't stepped foot into one in person. So I can only assume and imagine this is a scam website and the people behind it are frauds. Thankfully, their transaction was blocked by PayPal immediately for requesting $526 for absolutely nothing. I have since secured my account even further (this wasn't a hack) please if you're reading this, go into your settings in PayPal and turn off "Personal Profile Info" under *************** This will keep random people from finding your account through a leaked email, phone number, name, username etc. And please use a non-disclosure email with PayPal and do not disclose it anywhere else to keep the account secure. Turn on 2fa to an app, not a phone number for extra protection. PayPal should really stop letting random people send invoices and messages. Never click on any buttons in email never call any number in the email. Go straight to ****** and ****** the ACTUAL phone number to PayPal. Not the business. Never dispute with the business. PayPal has got your back, to an extent. But buyer beware of the fraudulent company and their scam artist employees.

  Business response

  08/10/2023

  This isn't our business.  Some random internet person is using our name to try to commit fraud over paypal without our knowledge, consent, or ability to stop it.  This isn't our business doing this to people, plain and simple.  We expect this complaint to be ignored with respect to it having anything to do with us.

• Initial Complaint

  05/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a rifle from Mr **** and when my FFL dealer received it, the stock assembly was broken in half due to what I believe was deceptive/negligent practices. I believe it was possibly broken BEFORE shipping due to the lack of excessive damage to shipping container and it was packaged in a manner that is not appropriate with the shipping of such an item. There was at best, less-than-minimal required insulating material and a container that was not suited to shipping such an item as to prevent damage to the rifle from perceived damage in shipping and it is my belief that the rifle was damaged BEFORE shipping and sent in this insufficient manner to cover up the damage at the shippers business before hand. The stock was a custom made item that is expensive to replace. The shipper, through emails, offered to return partial repayment of the total cost I spent for the item and I am requesting a repayment of the cost of a new replacement stock ($548.83) so I may be made whole for what I expected to receive an item in the condition in which it was purchased. The site from which the sale was facilitated has a rule in it's contract with the seller that states THEY must provide an item to the seller in such a condition as it was purchased by purchasing insurance to cover the SELLER from damage/loss and the seller did NOT adhere to that rule and is trying to blame me for not doing something they were REQUIRED to do by their contract with the facilitating company. They have a history of complaints from buyers of "insufficient packaging" issues and I feel this is an

  Business response

  06/15/2023

  The situation was that this customer purchased a used rifle through an online intermediary - Gunbroker.com.  When a person purchases on the website, they agree to the terms of service indicating that when they agree to bid they are agreeing to the terms in the auction.  Our auction terms clearly indicate that we do not insure items and that we are not responsible for damage and that a customer should contact us for a small additional fee for insurance.  After the auctions close the customer also receives explicit instructions on the details of completing a firearms transaction, where again at the top, it states again that if there is damage and the customer does not opt for insurance, that we will not be responsible.  Generally, as well, we will charge a restocking fee for returns, which, again, they are notified twice about and they agree to at least in bidding on the auction.

  This particular customer received a firearm that was damaged apparently in transit and his comments are an ever evolving story, which apparently now has evolved into "it was broken before packing".  The inadequate packing allegation also didn't start until he was informed of the policies he agreed to twice.  He managed to find a review or two stating packaging issues out of the several thousand we have, and now he is piggybacking on that as if it gives him evidence.  At first he clearly knew it was damaged in transit, then when he didn't get what he wanted it changed to inadequate packing, and now that he is reaching out to you, it has changed to "broken before packing".  We pack every item carefully, and that can be verified in our over **** feedbacks indicating such on this particular website.

  The ****** that the customer is requesting is not the cost of a replacement stock, it is the total he spent including shipping, etc.  We offered the customer a refund, should he return the item (requiring it to be returned to us at customer expense is disclosed twice in the auction he agrees to, and once more in the instructions after the fact). We offered to waive the typical restocking fee as a courtesy, and the customer still refused to return the broken item.  He requested reimbursement for the broken stock (significantly less that he is alleging in this letter and has now increased in his correspondence with you), which is against policy given the arbitrary nature of customer value of replacement items.  We only offer returns, which again, he refused.  The customer alleges we have a history of packaging complaints, which is false.  Perhaps 5 out of several thousand people have indicated this.

  In summary, the customer is lying.  He is lying about the cost of the stock, he is lying about the packing, he is lying about our response (we offered a refund), and he is lying about it being broken before packaging which is both ludicrous and a new complaint as of this letter.  This customer's communication was rude, aggressive, and hyperbolic, and he is attempting to use your organization to defame our excellent record.

  If this continues we may consider legal action.  We expect the BBB to ignore this.

   

   

  Business response

  06/20/2023

  The situation was that this customer purchased a used rifle through an online intermediary - Gunbroker.com.  When a person purchases on the website, they agree to the terms of service indicating that when they agree to bid they are agreeing to the terms in the auction.  Our auction terms clearly indicate that we do not insure items and that we are not responsible for damage and that a customer should contact us for a small additional fee for insurance.  After the auctions close the customer also receives explicit instructions on the details of completing a firearms transaction, where again at the top, it states again that if there is damage and the customer does not opt for insurance, that we will not be responsible.  Generally, as well, we will charge a restocking fee for returns, which, again, they are notified twice about and they agree to at least in bidding on the auction.
  
  This particular customer received a firearm that was damaged apparently in transit and his comments are an ever evolving story, which apparently now has evolved into "it was broken before packing".  The inadequate packing allegation also didn't start until he was informed of the policies he agreed to twice.  He managed to find a review or two stating packaging issues out of the several thousand we have, and now he is piggybacking on that as if it gives him evidence.  At first he clearly knew it was damaged in transit, then when he didn't get what he wanted it changed to inadequate packing, and now that he is reaching out to you, it has changed to "broken before packing".  We pack every item carefully, and that can be verified in our over **** feedbacks indicating such on this particular website.
  
  The ****** that the customer is requesting is not the cost of a replacement stock, it is the total he spent including shipping, etc.  We offered the customer a refund, should he return the item (requiring it to be returned to us at customer expense is disclosed twice in the auction he agrees to, and once more in the instructions after the fact). We offered to waive the typical restocking fee as a courtesy, and the customer still refused to return the broken item.  He requested reimbursement for the broken stock (significantly less that he is alleging in this letter and has now increased in his correspondence with you), which is against policy given the arbitrary nature of customer value of replacement items.  We only offer returns, which again, he refused.  The customer alleges we have a history of packaging complaints, which is false.  Perhaps 5 out of several thousand people have indicated this.
  
  In summary, the customer is lying.  He is lying about the cost of the stock, he is lying about the packing, he is lying about our response (we offered a refund), and he is lying about it being broken before packaging which is both ludicrous and a new complaint as of this letter.  This customer's communication was rude, aggressive, and hyperbolic, and he is attempting to use your organization to defame our excellent record.
  
  If this continues we may consider legal action.  We expect the BBB to ignore this.

  Customer response

  06/21/2023

  I am rejecting this response because:   As per Misterguns CONTRACT with Gunbroker selling site. .....

  "The seller is responsible for making sure an item is delivered to a
  buyer. If the item is lost or damaged in shipping, the seller is
  responsible for refunding the buyers payment, whether or not the item
  was insured. We strongly recommend sellers insure all packages with the
  carrier."

  Apparently Misterguns wants to follow and conform ONLY to the contracts that they feel are best for them. Their original contract for this sale was with the Gunbroker website and THEY are responsible for INSURING and making sure I, the buyer, receive the gun in the condition in which I bid on it. I don't know any state that allows a business to legally waive NEGLiGENCE by simply posting that a buyer NEEDS to purchase additional insurance to make sure they do their job satisfactorily. They state that I am FALSELY claiming that they have a history of poor packaging issues when they state immediately after that there are "perhaps 5" reviews stating my exact position. I guess they do not understand what "a history" means.

  The seller is also lying about the prices I have/will incur. They state that the stock replacement price is "arbitrary" and that the $548.83 is the total cost of the original purchase and NOT the replacement stock purchase.  I have attached the GB listing showing the sale price was $947.89 total sale and I have also attached the checkout cart total for a "exact replacement " stock from ****** stock website totaling the stated amount which has since gone up ($569.13). I was always told that it is harder to remember a lie than to just tell the truth. Apparently Misterguns is having a hard time "remembering"..

  As far as their "refund offer", they only offered to refund the purchase price ( I assume they meant the $849.99 which was the "bid price"), not the full amount I would be out, including return shipping and FFL costs which would leave me a deficit of approx. $160.00 which is not acceptable for an issue I consider is due to their negligence, either through poor packaging. possibly broken before shipping or a failure to adhere to their contract with Gunbroker and "insure the item got to me in the "as sold" condition.

  The communications I have received from Misterguns (which they also have a history of in other reviews) are derogatory and insulting and I feel sorry that they have such poor customer service skills they must resort to lurid tactics to try and get out of an issue that I feel they created. And threatening legal action to try and intimidate me for expressing my opinions and concerns with their poor business tactics are failing on all levels. Maybe they just need to take a look at their business model and not rely on lying to everyone involved in a dispute with them to feel better about themselves.

  In summary, the seller seems to be very comfortable with lying.  They are lying about the cost of the purchase, lying about the cost of the stock, lying about the packing ( I would be interested in any pictures of how it was packed when the gun left their store), lying about their response (they offered a partial refund of my incurred costs), and discounting about it possibly being broken before packaging which is both ludicrous and not a new complaint as of this
  letter.  This seller's communication was rude, aggressive,, and they are attempting to use your organization to help inflate his not so excellent record.And if, as they state,  a "small fee" was all that it took to assure I received the item in satisfactory condition, then maybe they should have paid that "small fee"  as per their contract with Gunbroker and we would not be at this point to start with.
  

  I know the BBB has no enforcement abilities but I feel that other buyers need to be aware of the seller's HISTORY of packaging issues and poor customer service and allow them to make a more informed decision when thinking about a purchase from them even though Misterguns is NOT accredited with the BBB probably, in my opinion, for this very reason.
  

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*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. ↩