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BBB began including the text of consumer complaints and business responses in BBB Business Reviews on 07/01/2013 for complaints filed on 01/01/2013 and thereafter. This includes all complaints that meet our reporting guidelines and that are filed electronically. We also report on the resolution of the complaint, as determined by BBB.
Customer Complaints Summary
32 complaints closed with BBB in last 3 years | 5 closed in last 12 months
Complaint Grab a Gun advertised a Sig Sauer M400 5.56X45 30rd 16-inch Enhanced with a click on for price at $949. When I added it to my cart it was $1007.28. the complaint happened online 8/27/14 at 2 pm MST.Grab a Gun advertised a Sig Sauer M400 5.56X45 30rd 16-inch Enhanced with a click on for price at $949. When I added it to my cart it was $1007.28. I believe this to be a bait and switch. I called them and they said there wasn't anything they could do. I have screen shots of the attempted purchase.
Desired Settlement Sig Sauer M400 5.56X45 30rd 16-inch Enhanced with a click for p $949.
Business Response We have over 100,000 items in stock on our website and up to 50,000 visitors to our website each day. We have neither the time or inclination to play pricing games as the customer suggests. Our reputation is too important to us, and we would never be where we are if we did. That being said, our prices are always updating based on distributor data feeds and availability to us. For example, if distributor A charges us $900 for a firearm, we might sell it for $950. If that firearm sales, and we have to buy the next one from distributor B, their price to us might be $1050 and our system would automatically update the price to $1100. My guess would be that another customer bought our last in stock M400 seconds before Mr ******** tried to buy it, and the system was in the middle of updating things to reflect our new cost on the next M400 and pushing the new price to the website. If the customer would have waited a couple of minutes or so, everything would have automatically synced up (as it is right now - I just checked).
There is no false advertising or bait and switch going on here. We try to update our system as quickly as possible. We spend 10's of thousands of dollars each month on IT development to improve our processes.
per FedEx website Tk# XXXXXXXXXXXX delivered May 19, 2014 to Grabagun and signed by one J. Cippelle
Communication: Responses to my inquiries were inadequate in frequency often taking several emails over several days to elicit a response extending the timeline to what has now been one month. 5/19/14 has been their last response to me. Initial contact, Craig, not particularly helpful stating they only sell the item in new condition. Thankfully, he did clear up a concern of mine regarding the whereabouts of an eyepiece cover, which became irrelevant when I discovered product condition and need to exchange. Benji proved rather helpful and began putting my mind at ease, saw to it I had an RA# and shipping label and apologized for item condition.
Product condition: mud on the thumbscrew, the sight/reticle distorts from left to right (four eyes looked through it to confirm); large thumb print on the 'new' ACOG lens. The instruction manual looked like a reprint.
I returned the item as agreed and have yet to receive either a new, unused, unopened item, a full refund, or even an email.
Desired Settlement My expectation is that a new, unused, unopened Trijicon TA31RCOM150CP as described on the Ebay posting, for which I paid for in full and in a timely fashion, be en route to my address, immediately, at no additional cost to me. Should Grabagun not wish to proceed in this manner, I expect, immediately, credit posted for the full purchase price of the item, $1,161.22, to the credit card that I used for the original transaction on May 1st ending in XX72.
Business Response Contact Name and Title: Justin - President Contact Phone: XXX XXX XXXX Contact Email: ******@grabagun.com Our only source of Trijicon products are authorized Trijicon distributors. We sell hundreds and thousands of Trijicons every year. We do not have the time nor the inclination to take items out of their retail packaging, put our fingerprints on them, roll them in mud, and print off fake instruction manuals. I just went over to our returns department and found the returned item. I'm an untrained eye when looking at lens efficiency, but I know didn't see any mud or fingerprints. It genuinely looks fine to me (except for the lens defect which I can not comment on). As to the manual, that is how it comes from Trijicon. If you don't like the way their manual is, let them know about it or don't buy their products. Accusing us of printing one up is just silly.
Moving on from my defensive response to your accusations, I just placed an order for a new Trijicon to be sent to us from Acusport. They are one of Trijicon's largest distributors (look them up). We usually get things from them in 3 days. Upon its arrival, we will ship it immediately out to you.
Typing the above paragraph out, made me think of a possible scenario that would fit both of our stories. Another retailer like us could have sold this scope to a customer. The customer used it and returned it to them. The retailer could have then sent it back to Acusport for credit claiming it was defective or something (just as we will be returning the one you sent back to us). Acusport could have inspected it, found nothing wrong with it (I didn't see any mud or other signs of use myself - so I can see how they wouldn't either), and put it back into stock. Then we just happened to be the next retailer that ordered that item from them and had it shipped to us and then to you. We don't open or go through items that come direct from distributors. We are only ever supposed to get new items from them and we operate under that assumption. We ship too many products to waste time and man power doing anything other than what we do. So possibly you received someone else's return that went all the way back to the distributor level with no one thinking there was anything wrong with the scope.
All that being said, we will ship the new one out to you in a few days time when we get it delivered. Please let me know if you don't get it. My direct email address is ******@grabagun.com. Sorry for the mess, and I hope you don't hold it against us.
Complaint Terrible experience dealing with this company. Customer service issues, failure to honor promises, in addition to dealing with complete idiocracy. Read good reviews about this company, so purchased handgun from website. Selected to utilize my own FFL, who then emailed them a copy of his license. However, the email did not work. So I had him fax it, however the fax kept throwing an error and wouldn't work either. So after several days, I contacted the company and they claimed everything was working fine. FFL resubmitted through email and fax. Heard nothing from this company. Several days later I asked if they have received my FFL license. They claim they did not. I asked them to cancel my order (to which I was already billed and paid), to which several minutes later they stated they received the information they needed. A couple days later they ship my order, to the other side of the country. Upon telling them to simply cancel the order they tell me I have to wait until the package returns and is processed for a refund. After several complaints by me, they finally agree that this was not "really" my fault, and that I should receive a prompt refund. However, I am still waiting for my refund. I will never do business with this company again.
Desired Settlement I simply want a refund of my purchase. Nothing more, nothing less.
Business Response We agree to issue a full refund. Nothing more. Nothing less.
Complaint This morning (Thurs. Jan16th) via e-mail and phone call (both) to cancel my order (Order#XXXXXXXXX). Before doing so I saw that my order was still being processed. So I figured everything would be ok. Not so much... By noon today the order had notification of shipment included with a tracking number. So I contacted them again and I was just told to refuse the FedEx package when it came and I would be charged a 8% restocking fee. I feel as if there was ample time for them to cancel the order and issue me a full refund. Poor communication on their end! Product_Or_Service: rifle scope Order_Number: XXXXXXXXX
Desired Settlement Cost of product + shipping
Business Response Customer called to cancel order, however the order was already too far along in the shipping process to stop it from shipping. Our terms and conditions state that orders older than 24 hours (his was 48 hours) may not be able to be stopped. The item was shipped and delivered to customer, but was never returned to us for a refund to be processed.
Complaint Not fulfilling an accepted and paid order that was already alotted I placed an order for a 1911 that i had been watching for it to come available for months. I placed the order on 12/13 and after my order was confirmed the site still showed 1 more of the original 3 was available. They took payment, confirmed my ffl and said it would ship within a few days. After several calls where i was constantly told it was delayed due to christmas shipping i finally called again on 1/10 looking for answers. I was then told that it was alotted from the warehouse but never shipped and went to someone else eventually....while they still had my money. They said no more were available from distributors which i already knew due to the high demand. They returned my money and asked if i needed anything else. This is a lazy, sloppy, zero care business practice. The worst part is i was at another shop that had this same gun in stock but i told them i had one on order and they have of course already sold that since then. I will advise everyone to steer clear of this site. There really is no rebutal they can have like i have see them list of other complaints. They are completely at fault and i really dont care to hear some pass the buck comment about how much business they do so mistakes happen.
Desired Settlement I want the company to provide the firearm that they were supposed to in accordance with the original transaction.
Business Response We get this gun in from time to time, but as the customer mentions it is rare and hard to get. So when we do get one in it sells immediately. Sometimes it sells so quickly that multiple people buy it online before the system has a chance to change to it being out of stock. As the customer states, there is no real solution to their demand as I can't sell him something we don't have. I'd offer an apology for the way things were handled, but that doesn't sound like it would do much either. I am sorry none the less though, and I hope there are no hard feelings. If the customer wants to email me directly at ******@grabagun.com I can see about reserving the next one that comes in and giving him a call or email before its listed for sale to the general public. The price on it may go up or down depending on which distributor we are able to purchase t froim.
Complaint Company emailed me a quote. Company would not sell me merchandise at the quoted price. Company sent me an advertisement via email for a Sig ******* it said the price was too low to display. Email said to try an instant quote which I did. The quote arrived in my inbox and said it was good for 24 hours. I clicked the "Proceed to checkout" button from the quote and was taken to a maintenance page. I repeatedly tried to buy the item and was taken to a maintenance page. I called GrabAGun and was on hold for 1 hour. Finally someone answered the phone and said they would not honor their quote. I wasted about 2 hours on this and the company would not honor their price that they quoted. I have tried to resolve this by email, but they will not honor their price that they quoted. They can resolve this 1 of 2 ways. They can reimburse me for the 2 hours that I wasted which would be approximately $100.00 or they can honor the originally quoted price and allow me to purchase the firearm for $259.00. Those are the only resolutions.
Desired Settlement They can reimburse me for the 2 hours that I wasted which would be approximately $100.00 or they can honor the originally quoted price and allow me to purchase the firearm for $259.00.
Business Response The quote that arrived in the customer's inbox did say that it was valid for 24 hours. It also said that it was "while supplies lasted". We had 40 units at the sale price. We received a special deal on them from a distributor because they were being discontinued. All 40 were sold by the time this customer was able to act. We do not have any more in stock and the item is now discontinued with little chance of ever being able available again anywhere. I offer my sincere apology to the customer, but I am unable to sell him something I don't have. I am also unable to reimburse him $50 an hour for time.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Customer attempted to act immediately. Their website malfunctioned and stopped working. They even publicly stated this on their Facebook page. I have saved the screenshot and timestamped it. The date and time was July 29th at 3:47 pm. This is also the time that I tried to order. I (the customer) am not responsible for a glitch in their website that prevented me from ordering when inventory was present. This is why I started calling immediately. I tried everything I was capable of to contact them and to complete the purchase. I am not responsible for their poor website, their faulty phone system, and incompetent staff. Grabagun must honor the price that they quoted me or reimburse me for my time.
Final Business Response We are trying very hard to get more of this gun in stock, however we do not currently have any additional units to sell to you at any price. If you go to our website and look at the SKU, you will see that it is out of stock. If we get more in, you are more than welcome to purchase one through the website. We typically send out our daily promotional email earlier in the morning. If you are not able to act until 3:47pm, often times our supply will be gone. This is what happened in this case.
We will not reimburse customers for their time. That's just silly. Why not say you make $500 an hour and we owe you $1000 dollars? Why not spend 8 hours on this issue and say that we owe you $4000? We don't have a contract or agreement to pay you any kind of hourly wage.
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) You have many more Sig ****** models in stock. You are lying about that. Please see ****************************************
I am certainly not surprised that you would prove to be dishonest in dealing with a consumer.
You could mark one of those other Sig ****** models down to $259.00 and honor your price quote to me, but you choose not to. I have had enough of trying to resolve this through you. I will be filing a complaint with the Texas Attorney General regarding your business practices. I have wasted entirely too much time trying to deal with your organization.
Complaint This company sent an email advising that they had a sale on an item for $289. When I went to the website, the price showed up as $373.41. The email stated that the Monday (06/08/2015) sale was for a certain pistol for $289 (while supplies last). I work full time and go to college at night. When I got home from college at 10:30 PM, I pulled up the email and followed the link. The pistol was listed at $373.41 and showed that it was in stock. I contacted the company the next day and spoke to a rep who informed me that the sale price was for a certain number of pistols and they sold the, earlier in the day. I feel that is they advertise the sale price, state that it is for Monday, June 10 and still have the item in stock, they should honor their advertised price. This case of "bait and switch" false advertising. I have a screenshot of the company's website with the gun price showing at full price with the date and time stamp of 06/08/2015 @ 10:37 PM as well as the email containing the sale flyer.
Desired Settlement I want the company to contact me and honor their sale price.
Business Response As the customer stated, we advertised having limited quantities of this daily deal. We received special pricing on a pallet of the item. Once all 50 units were sold, we had to adjust our sale price to reflect our new acquisition cost from another distributor. If we only had a single item to sell at the low price, or if we sold none of them at the sale price, I can see the customer's point, but we sold 50 of them. Plenty of customers received the discounted price.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Their ad states that there was a limited quantity. Did they still have a supply of the advertised item? Yes. If that was the way that you were going to run the sale, you should've advertised it differently. Maybe, the price is available to the first 50 customers.
Final Business Response Not that it matters any, but actually we did not "still have a supply" once the 50 were gone. We can source and sell a product other ways besides having ownership of it and it literally being on a rack in our warehouse (i.e. per selling units not yet received, drop shipping, consignment, etc...). I don't care to explain our business strategy to prove a point, but we got 50 in and we sold them at the correct price.
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) So your supply of a certain gun is never limited (since you have access to guns that you don't own), just the ones that you get at a discounted price. Limited supply and first 50 customers get the advertised price are two different things. Imagine a store listing a great sale price for black Friday, not specifying the amount in stock, selling the first 50 people the item at the sale price and then switching the price while sale was still going and the item was still in stock. The remaining customers would probably file a lawsuit against said company. It really just needs to be clarified in your ad.
Complaint They knowingly sent me two damaged magazines for my sig 1911 pistol. When I returned them they claimed they were working and kept 50% of my money. The two clips were sent to me in a plain box and were damaged from the beginning,when returned they said they were in working condition even though they are defective. Then they kept 50% of the purchase as a restocking fee instead of the 10%.
Desired Settlement I paid 70 dollars plus shipping, I want my 70 dollars back. They claim they refunded half that but there has never been money deposited back to my account from them, I've checked my statements.
Business Response Our return policy is pretty straightforward and similar to other large online retailers.
- The customer has 30 days to return an item - Returns on defective items result in a refund of 100% - Returns where the customer changes their mind for whatever reason are charged a 10% restocking fee. - Returns made after the 30-day return period and/or are returned in a used or otherwise unresellable condition are charged a restocking fee of up to 50%.
This customer ordered two brand new firearm magazines from us on 3/4/2015. 45-days later on 4/17/2015 we received the magazines from him loose in a box. The customer claimed they were defective. We have had an issue in the past of customers claiming something was defective to avoid the restocking fee, so we have our in-house gunsmith very carefully inspect all returns to verify defects and working condition. Regarding this return, we concluded the following.
- The return was made after our 30-day return period. - The items were NOT defective - The items were returned in a used/unresellable state without any of the original packaging or literature
Oddly the customer requested that we charge him a 10% restocking fee, however if we had found the item defective, we would have issued a 100%. Had the item been returned within the stated return period with the original packaging, we would have refunded 90%. We are not in business to make money on returns and only charge a high restocking fee when we have to heavily discount and item in order to resell it. For the record, we have since sold one of the two returned magazines at a 50% discount to an in-store customer that also tested the magazine for functionality.
Consumer Response It took them over a month to send me my rma number to return the products which resulted in the timeframe being longer than they require so that's was their fault and they sent damaged merchandise which means they couldn't resell it anyway. There is no reason they should allowed 50% of the total purchase for their inadequacy.
Final Business Response The customer purchased the item in question on 3/4. He first contacted us via email on 3/21 about returning the items due to them being "defective". There was some back and forth emails and an RMA was issued on 3/27. We did not actually receive the items back until 4/17. So it did not take us a month to issue an RMA - it took the customer a month to ask for one and another couple of weeks for him to do anything with it. All email records are available for review.
The item was inspected by a gunsmith and found to be in perfect working order, so the item was not even defective. It was determined that the customer simply bought the wrong magazines for his model of gun.
The main problem we have though is that the customer returned it to us in an unresellable condition. We had to steeply discount the items in order to sell them because they were returned without any of the manufacturers packaging or accessories. Returning things in this manner is totally unacceptable.
If the customer would have returned things on time with packaging and accessories, we probably would have refunded him 100% and been done with it. Even if he had returned it after our return period, we still would probably have issued a full refund. We don't try to make money on returns and we certainly don't want to lose good customers that have to make a return, but customers should have some level of responsibility in when and how they make a return. This is one of those times.
Complaint This company refuses to send item I paid for and was invoiced for. Even refuses to pay ancillary damages caused directly by their mistake. On Feb 10 I purchased a new firearm from this company. Item and pricing were listed on their website. I paid for the item and received an invoice for the purchase. They sent the wrong firearm. I sent the firearm back and they said they would send the right one out. Even before they received it, they said they had an inventory error and if I wanted to receive the firearm I purchased, I would have to pay additional money. This was a consummated transaction where I sent the proper amount and they agreed to sell for this amount. The item they sent did not match the item on the invoice or on the packing slip. I believe they are in breach of contract because both parties agreed to this transaction and it was acted upon by both parties. Refusing to honor the agreed price is unacceptable. When a firearm is purchased, it has to be processed through an FFL dealer. Dealers charge a fee for this. They even refused to pay dealer charges even though the "mistake" was entirely theirs'. I am supposed to be receiving a refund, but that is not what I want. Another complaint I have is there customer service department. I spent three hours waiting on hold trying to speak to this department. One time, after 45 minutes, I was disconnected. Another time, another 45 minutes, I was sent to a full mailbox. After prolonged hold-times, you can developed a great deal of animosity. Please send me what I ordered!
Desired Settlement I want you to send me what I ordered, what I was invoiced for, what was on packing slip, and for the price you initially asked. Just send me my gun!
Business Response Unfortunately we are out of stock on the firearm that was originally sold and cannot fill the order. When we again have the item in stock here in our warehouse, the price will be reduced and the customer may purchase from us and we will ship the correct firearm. In the mean time, we have gone ahead and issued a full refund and we very much apologize for any inconvenience caused.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I don't know if you don't understand the issue or are trying not to understand the issue. You have and had the item I purchased and evidenced by this excerpt from an email: ... It seems there was an inventory error with our software system that pulled the specifications from two different distributor batches - which ended up being different models. The model you received of course, was not the one you had intended on ordering. We are currently getting to the bottom of this issue, and should be updating our webpage soon with the corrected information. The price that you paid for this order is consistent with the firearm that we actually shipped - but not with the Weatherby ********** Vanguard. We will probably be issuing a full refund for your order once the firearm is received back, since the price difference is significant between these two models. If you are interested in placing a new order for the original intended firearm, we are willing to offer a $40.00 discount from the current listed price of $778.36. I understand if you would prefer the full refund instead. Just let us know how you would like to proceed...
I saved all the emails your business sent and would happily share them with the BBB. This excerpt shows that had it in stock at the time and your current inventory shows that you currently have it in stock now. The price I paid you was the lowest I found, but not by an awful lot. I have seen several listed for within $40 of your original price. The $778.36 is a price that would fit a retail store and not what you would expect from an online wholesaler. This is all beside the point. The point is, when you sent me the incorrect firearm, you agreed to sell me the one you had listed and on your invoice and for the price listed. Being the wrong one was sent and you reneged on your obligation, it caused harm to me. I am stuck with a $40 transfer and nothing to show for it. When I told this to your associate, he said I should just not pay it. My dealer sent you his FFL, signed in the gun, signed out the gun, copied a return label, and repacked the firearm and sent it. Maybe getting someone else to pay for your mistakes is the way you do business, but not me. What would make me happy would be if you stood behind your obligations and would sell me the gun I purchased for the price I purchased. If you refuse to do that, I want you to send my dealer $40 for the failed transfer, and I will work it out with him. That way I will not have to pay for your mistakes. I sure thought better of Texas...
Final Business Response I'm really very sorry, but we do not have the item you are referencing in stock. It can be special ordered from a distributor and thus it might show up in our feed of products, but we do not currently have one in our possession. We have issued a full refund however, and hope that this is acceptable. If there are plenty of other vendors that are near our price, we suggest that you give your business to them. I will warn you though, that we pull much of our product data from distributors and all gun dealers use the same group of distributors. Thus if there was an error in our feed and the product was incorrectly priced, its likely that if you buy from another dealer, they will have the same issue. You might be better off buying this item in person somewhere to make sure you get exactly what you are looking for as there seems to be a discrepancy at the distributor level on this particular item.
And finally, its nice for you to look out for your gun dealer, however they should file their own BBB complaint if they have an issue with us and wish to be compensated. We partner with thousands of FFL dealers across the country and we all help each other out. We ship back guns everyday without demanding payment, and we sen them many many transfers throughout the year in which they profit from.
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) You are correct that there could have possibly been an error in product data from your distributor. I subsequently purchased this gun from one of your competing online retailers. I contacted them and they said they had it and processed the order. They must have better quality control because when found out that they actually didn't have what was listed on their website, they cancelled the order and sent a letter of apology. They did not send the wrong gun and cost me money. And another thing, I am not going to stiff my dealer for a mistake he didn't make. He doesn't make anything on the sale, only the transfer. Do you want to inconvenience him and me both for your mistake? I satisfied my dealer because it is only right and proper. It is unconscionable to expect others to pay for your mistakes. When you sent the wrong firearm, you agreed to the sale and cost me money in the process. If it was indeed an honest mistake, I don't expect you to lose money on the sale. I do expect you to take responsibility when you do make a mistake. Saying "I'm really very sorry" means the contrary when it is followed up with nothing. You know the score and don't want to take responsibility for your actions. It is a sad commentary on your business that you won't stand behind your words, deeds, and actions.
Complaint Grabagun has delayed and refused to refund $400.74 charged on March 31, 2014, as of December 19, 2014. I have been engaging in numerous emails and communications with grabagun, have filed a complaint with the Texas AG Office. They have refused to conduct basic research to confirm whether or not their refund actually went through or was processed at all, they have had my money for almost a year now.
Desired Settlement $400.74
Business Response Customer purchased a firearm from us online 3/29/2014. We can only ship firearms to licensed gun dealers and require that customers provide us with their dealer's information in order to ship. This customer would not provide us with the required information, so his order was held in a pending status. We sent a total of 9 reminder emails to provide the information, but the customer would not respond. On 6/24/2014, with our inventory and warehouse space tied up for 3 months, we decided to cancel and refund his order (less our stated and agreed upon 8% cancellation/restocking fee). Unfortunately, during the 3 months after his order was placed, we changed credit card processors and were unable to issue a refund because we only had access to the last 4 digits of his card still stored in our system. We sent the customer an email on 6/24/2014 informing him of the cancellation and the fact that we required him to contact us so that we could issue the refund. Specifically we wrote "We require you to contact us in order to process a refund, so please contact us at your earliest convenience so we can complete the refund transaction as we no longer have your payment information in our system." The customer replied to this email 3 days later and said he was still trying to find a gun dealer that he wanted to use and that he was really busy with work. We responded that it would be better for him to create a new order. He did not provide his credit card information for us to issue the refund as we had asked him for.
5 additional months pass *** the customer inquired about his refund. With so much time having past, we forgot the situation and had to again investigate what had happened. During our investigation time, the customer began making threats and filing fraud complaints with the Attorney General instead of giving us the opportunity to investigate a very old charge on our old system. As we stated to him in our email dated 6/24/2014, with all of his information being with our old credit card processor we had to have his full credit card number in order to refund. We asked him for this again, but he flat out refused to provide it. His response was that we had to keep records on file for legal reasons etc... Finally, the customer backed down and provided us with his full credit card number on 12/22/2014 and we were able to issue the refund less the 8% cancellation fee. He asked that we waive the 8% cancellation fee (which we often times do if the situation warrants it - or for good customer service in general), however we declined to do so in this case since the items he ordered were not cheap and/or were special ordered specifically for him. The fact that WE had to cancel his order after 90 days of no communication and the fact that his order took up space in our warehouse for 90 days also factored into our decision to not waive the 8% fee.
A link to our terms and conditions (that the customer agreed to at checkout) is at the following link http://grabagun.com/customer-service. We use them as a general guideline, but frequently make exceptions in favor of a customer. Regarding this particular situation, we feel that a customer has an obligation to reasonably assist a merchant in filling or refunding an order. This customer did neither. Had we not taken the action to cancel his order ourselves, it might still be sitting there. In any case, the customer was refunded $368.68 on 12/22/2014.
Complaint Poorly ran business. I purchased A trijicon RM06 from GAG on 8/29/14 for $535.98 after waiting ( 5 days, but a holiday weekend so this i was expecting and am not mad about ) for a shipping conformation email. on the fifth day (the next open business day for them) i contacted them explaining that i had found the product for $449.80 on a similar website and asked them to price match and included the link to the lower priced product i even offered to take store credit in the amount of the difference to keep my business with them. ( an $86.18 difference!) i was emailed back and was politely told that they offer no price matching and that they had put my order on hold pending my agreement of the 8% restocking fee ( it never left their store! ) . I was actually caught off guard that they had zero counter offer. Not a discount of any kind. no free shipping. no anything.
I then responded with this email. ""I will take my money to them. Go ahead and cancel the order, even with paying the 40 extra bucks to your company I'll still save 40+ dollars. In my opinion that is a poor business decision on your part and I am quite shocked. but who am I to count your money lol. Congratulations on getting my restocking fee! I hope you spend it on better customer service.""
they replied with: ""Your order has been cancelled out now and the amount of 498.28 was refunded. Please expect to see this show up in about 2-4 business days as this is the normal processing time for the card provider. Thanks,
was i disgruntled; yes. Was i even more shocked that a company would rather cash in on a $40 restocking fee than accept a lower profit and keep a potential life customer??; my mind was blown. obviously they don't believe in customer retention.
All in all i was bound by their terms&conditions which i agreed to, and can not say they "lied or mislead me at any point" I can say however that i expected far better customer service. This may be a suggestive rant, but it is my opinion and that's what reviews are.
Desired Settlement Explanation of refusal to work with a buying customer. and does this store even stock any of their products or are they drop shipped from other companys?
Business Response There is nothing that says that one company has to price match another company. This is particularly true when it comes to internet retailers. We are a decent sized well known and trustworthy operation. The competitor website that the customer is referring to has no internet traffic (a.k.a. customers looking at their site). They are ranked 12,000,000 in traffic according to the website tracking company www.alexa.com. The cost of this item on their website is $450. Our cost from officially authorized Trijicon distributors ranges between $4XX-XXX. Clearly there is something going on. This competitor website has no traffic, no reputation, and they are selling an expensive optic at cost. I suspect what they are selling is either refurbished or a cheap Chinese knockoff. They also don't take phone calls, AND if you go to their returns page (http://www.fedtacticaldirect.com/Terms-and-Conditions_ep_2-1.html) they DO NOT accept returns - even on defective itmes!!!
To hit us up and ask us to price match such a place is ridiculous. I know you probably didn't realize all of this, but it really is true. Something isn't right with that place. You don't have to buy from us, but I highly recommend that you avoid them. If it looks to good to be true - it probably is.
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BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
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BBB did not receive a response from business
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