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:11/22/2024

  Type:Sales and Advertising 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 company is misleading people as well as myself on what firearm they are actually selling. The item that was being sold has two different descriptions (Images are attached). The product description describes one kind of firearm, but the product details describe a different kind of firearm. I was led to believe I was purchasing the firearm based on the product details because the UPC number under the product listing price matches the UPC number under the product details, but when I received the item was what was in the product description which is very easy to overlook11159. While reviewing the purchase, there was no picture of the firearm being sold. There was no image provided at all. This all shows they are intentionally or unintentionally misleading people. A day after I received the firearm, I emailed the company to discuss the issue and until this day has not received a response.

  

  Business Response

  Date: 11/22/2024

  Thank you for notifying us of *** ******** complaint. We take customer concerns seriously and strive for transparency in all transactions. After reviewing this matter, we’d like to clarify the following:

  Timeline and Communication:
  *** ******** order (Tracking: **********************) was delivered on October 29, 2024.
  To date, he has not contacted us or initiated an RMA, the required process for returns or concerns.

  Accuracy of the Order:
  The firearm shipped matches the product description and details at the time of purchase.
  *** ******** complaint lacks specific information to substantiate his claim, and his statement that the issue is “very easy to overlook” suggests a misunderstanding rather than misrepresentation.

  Final Sale Policy for Firearms:
  Once a firearm is accepted at the dealer, Form 4473 is completed, and it leaves the premises, the sale is final per ATF regulations and our policy. Customers are advised to inspect firearms thoroughly before acceptance.

  Return Policy:
  We accept returns for incorrect, damaged, or unopened items. Had *** ****** reached out with specifics, we would have gladly initiated an RMA.

  Concerns About the Complaint:
  Filing a complaint without providing detailed, substantiated information is misleading and can harm a business’s reputation. We encourage *** ****** to provide additional details if the firearm remains with the dealer.

  We remain committed to resolving this matter fairly. If *** ****** believes there is an unresolved issue, we welcome his communication through the proper channels.

  Customer Answer

  Date: 11/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  The complaint pretty much the listing of the firearm describes one gun but then the product details describes a totally different gun which matches the UPC number under the price under the listing so I was led to believe I was getting that firearm in the product details not the product description product detail said it came with a threaded barrel a red dot sight two mags and also the notion that the company said I did not reach out which I did I emailed them before I made this complaint and they had not responded I also called so that assertion is completely false all I want is what was promised in the product details threaded barrel Red Dot sight and two mags
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 11/27/2024

  Dear BBB Representative,

  Thank you for forwarding *** ******** response. We appreciate the opportunity to clarify the situation and reaffirm our commitment to customer satisfaction.
  

  Product Details and Accuracy:
  We have reviewed the product listing and confirmed the shipped firearm matches the description provided. If *** ****** has documentation showing discrepancies between the product details and description, we welcome him to share this for review.

  Communication History:
  While *** ****** states he contacted us, our records show no emails or calls regarding this issue before his BBB filing. If there was an issue with his attempts to reach us, we sincerely apologize.

  Easy Return Process:
  *** ****** is welcome to return the item for any reason, including if he believes it does not meet his expectations. He does not need to justify the return.
  Initiating a return with our company is simple. Full instructions are available on our website and return policy. The link to start a return request is: ***************************************

  Final Sale Policy:
  If the firearm has already been transferred into *** ******** possession via the receiving dealer, as per ATF regulations, the sale is considered final and a return is not possible.
  We hope this clarifies the matter and encourages *** ****** to take the next steps if he wishes to pursue a return. We remain committed to resolving this amicably and promptly.

  Customer Answer

  Date: 11/27/2024

  
  Complaint: ********
  
  I am rejecting this response because: first this company is trying to falsely state that I did not contact them and they have no record but I have the receipts attached is screenshots of the email I sent on November 2nd also a screenshot of the call log in which I started calling November 2nd and November 6th all ironically they never seem to answer also attached the screenshots of the product price and under the price is the UPC number and in the other screenshot is product information with the matching UPC number which states the product is a 4.5 in threat and barrel or text Red Dot sight two mags all of which was not received

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

  Customer Answer

  Date: 11/27/2024

  
  Complaint: ********
  
  I am rejecting this response because: first this company is trying to falsely state that I did not contact them and they have no record but I have the receipts attached is screenshots of the email I sent on November 2nd also a screenshot of the call log in which I started calling November 2nd and November 6th all ironically they never seem to answer also attached the screenshots of the product price and under the price is the UPC number and in the other screenshot is product information with the matching UPC number which states the product is a 4.5 in threat and barrel or text Red Dot sight two mags all of which was not received
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 11/27/2024

  Thank you for forwarding *** ******** continued response. We have reviewed his additional comments and attachments. While we respect *** ******** concerns, we want to reiterate our position and clarify the steps available to resolve this matter amicably.

  Regarding Communication Attempts:
  While we cannot locate any records of emails or calls from *** ****** prior to this BBB filing, we acknowledge that he has provided screenshots indicating his efforts to reach out. If there was an issue with delivery or processing of his communication, we sincerely apologize. We are reviewing our systems to ensure no messages are missed in the future.

  Accuracy of the Shipped Item:
  The firearm shipped matches the description provided in the product listing. If *** ****** believes there is a discrepancy, we have always been open to reviewing further documentation and addressing concerns. However, this is not required for a return.

  Our Return Policy:
  *** ****** does not need to provide justification for a return. He is welcome to return the firearm, provided it has not been transferred into his possession by the receiving dealer.

  If he has taken the firearm home, the sale is considered final, as completing the Form 4473 and removing the firearm indicates it passed his initial inspection. This policy aligns with ATF regulations and standard industry practices.

  How to Start a Return:
  To initiate a return, *** ****** simply needs to fill out our RMA form at ***************************************. Once submitted, we will process his return promptly.

  We are committed to providing excellent customer service and have extended every opportunity for *** ****** to return the firearm under our generous policy. We urge him to follow the RMA process to resolve this matter swiftly and efficiently.

  Thank you for your continued attention to this matter.

  Customer Answer

  Date: 12/01/2024

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

  I don't have faith in a company that already tried to say that I was lying but then their response changed after I came with receipts and proof but something something customer service nevertheless I digress again I attached an image about what the firearm said it was to come with that's all I'm looking for a threaded barrel Red Dot optic and One More magazine since it said it was to come with two magazines all I'm looking for is company to stand by what it said the gun specifications are now I do have several other available options I can further pursue this matter available to me

   

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

  Customer Answer

  Date: 12/02/2024

  
  Date Sent: 12/1/2024 3:10:44 PM
  

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

  I don't have faith in a company that already tried to say that I was lying but then their response changed after I came with receipts and proof but something something customer service nevertheless I digress again I attached an image about what the firearm said it was to come with that's all I'm looking for a threaded barrel Red Dot optic and One More magazine since it said it was to come with two magazines all I'm looking for is company to stand by what it said the gun specifications are now I do have several other available options I can further pursue this matter available to me

   

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

  

  Business Response

  Date: 12/02/2024

  We appreciate the continued communication regarding *** ******** concerns. Our goal remains to resolve this matter fairly and professionally. However, we must also address specific points raised in his latest response to ensure clarity for all parties.

  Resolution Through Return Policy:
  As stated previously, *** ****** is welcome to return the firearm for any reason, provided it has not been transferred into his possession by the receiving dealer.

  To initiate the return process, he only needs to complete the RMA form available here: **************************************** We will promptly process his return request and assist with resolving the matter.

  Final Sale and ATF Compliance:
  If *** ****** has already completed the Form 4473, passed the background check, and taken possession of the firearm from the receiving dealer, the transaction is considered final sale per ATF regulations and our policies. This indicates that the firearm met his initial inspection and expectations at the time of transfer.

  Should *** ****** choose to pursue a charge dispute as part of his "other available options," we will contact the receiving dealer to obtain written confirmation of the transfer. Additionally, if the firearm is reported as disputed while still in his possession, we will be required to file ATF Form 3310.11 (Federal Firearms Theft/Loss Report), as misrepresentation of the firearm’s status could indicate a serious issue requiring immediate investigation.
  

  Commitment to Resolving the Issue:
  Our aim is not to escalate this matter but to resolve it amicably and in line with federal regulations and company policies. We are happy to assist *** ****** and honor our return policy, provided the firearm remains with the dealer. However, continuing to go in circles will not benefit either party.

  *** ******, we encourage you to proceed with the RMA process if you wish to return the item. We are here to help and look forward to resolving this matter.

  Customer Answer

  Date: 12/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: I also would love to resolve this issue and I did take possession of the firearm and take it home I did not inspect it before I took possession of it because I assumed I was getting what is in dispute I've never had an issue obtaining a firearm shit to me before until now and I never had a reason to inspect it before I took possession of it this is the reason why I tried to reach out to the company via email and phone the day I got home with the firearm and found out it wasn't as presented to find out what can be done but yes I would love to resolve this issue to work with this company and to continue to buy things from this company
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/28/2023

  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.

  On 9/19/23 I placed an order for a rifle they said they had in stock. I received two emails request that my local dealer with a Federal Firearms License send them copies of of the license. On 9/20/23 at approximately 4:14PM EDT I spoke with an individual to verify that they had received the FFL information they requested. I also verified that they actual had the rifle in stock as my order history on their website said the rifle was out of stock. That was the last contact I've had with the company. I paid for expedited 1 to 2 day shipping. Even being lenient, the rifle should have been sent by 9/22/23. I have had not other contact. No email with shipping information, no nothings. They haven't returned phone calls.

  

  Business Response

  Date: 09/28/2023

  Dear Mr. ******

  Thank you for your feedback. We strive for transparency and customer satisfaction. On 9/19/23, you ordered a rifle, which was in stock. We promptly sent two emails for your dealer's Federal Firearms License (FFL) details, a standard step in firearm transactions. Our system confirms these emails were received by you. On 9/20/23, you spoke with our team at 4:14PM EDT to verify the FFL receipt and rifle availability.

  Order Cancellation: We prioritize the safety and security of our transactions. Upon receiving threats of a chargeback from you, we made the decision to cancel your order to protect our merchandise and maintain the integrity of our business operations. It is our policy not to ship items when faced with potential fraudulent activities or when customers make threats or harass our staff. This decision was made in the best interest of our business and other customers.

  Chargeback and Allegations: We would like to address the serious allegation of "Friendly Fraud." Chargebacks are mechanisms designed to protect consumers from unauthorized transactions. However, when used inappropriately or as a threat, they can adversely impact businesses. Our actions were based on the information and threats presented to us at the time.

  Customer Service: We regret any inconvenience you may have experienced. Our goal is to ensure that all our customers are satisfied with their purchases and the service they receive. We have a dedicated customer service team that is always ready to assist, and we encourage our customers to reach out with any concerns.
  In conclusion, our actions were taken in good faith and in line with our company policies.

  Thank you for your understanding.

• Initial Complaint

  Date:09/25/2023

  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.

  Firearm purchased was returned and I was told on 9/12/2023 on a phone call that a full refund would be sent to my *****l, after 3 months of trying to get online support with NO RESPONSE. And now it has been 10 days and no refund has been sent.

  

  Business Response

  Date: 09/25/2023

  Thank you for highlighting this matter. We value feedback and always address concerns with professionalism.
  

  Order Details: In May 2022, the customer bought a CLASS III item (Silencer). The application was denied due to legal/criminal background issues, prohibiting ownership. We adhere to all regulations for safe and legal transactions.

  Return & Investigation: We've agreed to process the return, given the time since the order. Due to the item's nature and time out of our hands, verifying its integrity and authenticity is critical. For items like this, in-depth checks are standard to ensure protection for our business and clients. Such thoroughness, especially after a long duration, is a standard and reasonable practice. Your understanding as we prioritize safety and legality is appreciated.

  Communication Channel: We acknowledge that the customer communicated with us through our support portal. However, it's worth noting that the said portal has not been in use since August of 2022. We apologize for any inconvenience this may have caused and appreciate your patience in this matter.

  Return & Investigation: We've agreed to process the return, considering the time since the order. Given the item's nature and the duration it has been out of our hands, verifying its integrity and authenticity is paramount. For such items, in-depth checks are routine to protect our business and customers. Your understanding, as we prioritize safety, legality, and transactional integrity, is appreciated.

  Refund: Our policy doesn't support PayPal due to their firearm stance. After return verification, a refund will be made via a certified check.

  We remain committed to resolving this matter to the satisfaction of all parties involved. Your understanding and patience during this process are greatly appreciated.
  

  Sincerely, 

  TheGunDock.com
  

  Customer Answer

  Date: 09/25/2023

  
  Complaint: ********
  
  I am rejecting this response because: This firearm was shipped to an FFL who does not have a range and therefor means this gun is unfired and in new condition, what is there to inspect?
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 09/26/2023

  Dear Mr. *******,

  Thank you for taking the time to share your concerns with us. We completely understand where you're coming from, and we'd like to provide some clarity on our procedures.  We also apologize that your background issues prevented you from passing the criteria set by the ATF to possess such weapons.  We don't often have to deal with ATF denials on NFA items, so our process is very thorough before we close out the case.

  While we acknowledge that the item was sent to an FFL without a range, implying that it might not have been fired, our primary concern revolves around the regulations associated with CLASS III/NFA items. These regulations mandate a rigorous verification process for the chain of custody, irrespective of the condition of the item. Given that the item was away from our premises for over a year, it's paramount for us to ensure that all regulatory requirements have been consistently met during this period.

  Please understand that our investigation is not a reflection of distrust towards you or the FFL, but rather a necessary protocol that we must follow to ensure the integrity and legality of the process for both our sakes. We genuinely appreciate your patience and cooperation in this matter and assure you that we are working diligently to expedite the process.

  Warm regards,
  TheGunDock.com

  Customer Answer

  Date: 10/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: There is still no resolution or refund issued.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 10/05/2023

  Dear Mr. *******,

  Thank you once again for your patience and understanding as we navigate through this process. We genuinely apologize for any inconvenience or frustration this may have caused you.
  I'd like to update you on the current status. We are in the final stages of our chain of custody investigation. We've found no issues thus far, and we are optimistic that the process will conclude shortly. The extended timeline is a result of waiting for responses from external parties involved, as well as our commitment to ensuring thoroughness in our investigation.

  Additionally, while we understand and respect your choice to lodge a complaint with the BBB, it has added another layer to our resolution process. We are working diligently to address the concerns raised in both forums in a timely manner.
  Before we proceed with any potential refunds, we kindly request you to review, understand, and accept our return policy's conditions. This is crucial to ensure that there are no misunderstandings later on, and both parties are clear on the expectations.

  Again, I apologize for the delay, but I want to emphasize our commitment to resolving this matter in the best possible way for all parties involved. Your continued patience is greatly appreciated, and we look forward to finalizing this matter shortly.

  Warm regards,
  TheGunDock.com

  Customer Answer

  Date: 10/06/2023

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

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:04/14/2023

  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.

  Placed order on 3/31/23. Emailed and received a promise for a tracking number but still no updates through 4/13/23. Called and the rep said he emailed the shipping manager but item still has not shipped two weeks since purchase date.

  

  Business Response

  Date: 04/14/2023

  Item was shipped within two business days.  Customer reached out as he stated he did and we found that the carrlier has incorrectly routed, or "lost" the package containing the grip.  We have refunded the customer for the lost package.

  Customer Answer

  Date: 04/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. I was never informed once over the course of 2 weeks that the package was shipped, much less lost. I feel thay they are lying. I'll take the refund but they will never get my business again. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:03/02/2023

  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.

  When I ordered I filtered on FFL "Dealers with license on file"...let me repeat that ..DEALERS WITH LICENSE ON FILE". I picked a license on file dealer and ordered only to be told 2 days later they can't ship until the dealer sends them a copy of their license. I don't think I've ever encountered anything so shady in all the guns I've ever bought online. I want a refund.

  

  Business Response

  Date: 03/02/2023

  This customer is trying to force us to send a firearm without a license which is ILLEGAL.  We have cancelled the order and reported this attempt to obtain a firearm illegally to the ATF.  We will not apologize for following the law.

• Initial Complaint

  Date:09/01/2022

  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.

  I ordered hollow point 30 super carry ammo and received the wrong 30 super carry ammo. They sent me a return label to ship it back for an exchange. Once I mailed it back I got an email saying they don’t carry that type and will refund me my money. Shipping confirms they received it and they confirmed they got it but have refused to answer my emails about getting my money back.

  

  Business Response

  Date: 09/01/2022

  The customer did not include any identifying information with the return so therefore the refund was not matched to her order.  All communications from this customer were responded to very quickly.  

   

• Initial Complaint

  Date:06/30/2022

  Type:Sales and Advertising 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.

  Agreed to purchase an item via a auction transaction. They cancelled it <12hrs later claiming item was “out of stock". Same item was listed on their business site with over 90% price increase. They are required to maintain possession for delivery to winner upon payment, however this is not enforced. Upon further public research, there have been multiple claims of bad faith transactions with this business.

  

  Business Response

  Date: 06/30/2022

  This customer did not pay.  He hit the "BUY NOW" but did not enter credit card information or otherwise remit payment.  The items are not secured until they are paid for which is stated in the purchase agreement, he accepted by using the marketplace.  

  Please ask the customer to submit proof of payment.  Once he is unable to do that, please reject this complaint.

  Thank you.