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:11/25/2024

  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 June 12th
  2023, I sent an email to Umarex usa informing them of the problem, they have made no attempt
  what so ever to respond to email nor make it right. On July 8th 2023 I made a call to customer
  service and and told the man who answered, I purchased the umarex air javelin twice for total
  of $379.98 and $65.00 for 2 boxes of carbon bolts,both times their gun was faulty and leaked the Umarex co2 high grade bottles dry when trying to shoot a deer. I also informed him that their product waisted $173.94 worth of co2 high grade bottles and that the leak destroyed the air Javelins. The customer service rep I spoke with stated:
  
  “What the **** you want Me to do about it We don’t make the air javlin We only sell it We can NOT help You sir” He hung up. Really? It SAYS RIGHT on the Air Javlin,umarex inc. I even sent a copy
  of the receipts for the guns. And on July 9th I went to the emergency room because one of the bottles of co2 exploded in My face when I tried to insert it into the javlin to see why it leaked. I still have the mark under My left eye. And doctor states I lost some eye vision. Nothing has ever been done to resolve these issues.

  Business Response

  Date: 12/03/2024

  I do apologize for any negative experience with one of our products and we stand behind our warranty process wholeheartedly. This particular product has a 1 year warranty against defects in material or workmanship to the original purchaser. The warranty begins on the date printed on the customers purchase receipt. There are many inconsistencies in this BBB complaint 1) Customer claims to have purchased the Air Javelin brand new from ******* ***** We reached out to this business and they do not sell any New product but instead items that people bring in and hock / pawn. 2) Customer states they purchased the product on Jan 31, 2023 and yet on his Face Book page (see attached) he has posted a pic of himself with the Air Javelin and that post was dated Nov 2, 2022. 3) Customer states that he spoke to one of our service reps and was told "What the **** you want me to do about it"...this is blatantly false. 4) Customer states that he sent a copy of the receipt...we received no such documents. 5) Customer stated in an email to us that his attorneys have filed a 5 Billion dollar lawsuit against our company...false. 6) Customer states that we made no attempt to respond to his emails...that is false. I believe that the customer did purchase a used product from a pawn shop and that it has developed a leak. Other than that...I am highly suspect of All other statements. 

  Nonetheless, as a courtesy, if the customer wishes to send the Air Javelin to our facility then I'll have my Gunsmith check it out to see if it's repairable. If so, we'll cover the parts / labor charges under our warranty program. 

  Regards,

  Service Mgr.

   

   

  Customer Answer

  Date: 12/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Umarex are liers first of all I purchased 2 javelins the one from ****** was not mine my friend loaned it to me he took it back. My tribal attorneys are currently obtaining customers service conversation plus i just received several  documents fro 100's of people who have complained against umarex for selling air guns that blow uyp complaints that umarex never honor their own policies  and umarex did not give me any warranty and all the documents I have from online complaints show the same. Umarex has a history of lying thats why I also filed complaint to ATF. I can provide BBB with these documents because umarexss policy is to lie to cover their own **** * have attached a copy of several complaints against umarex which there is one I am aware of against umarex with the attorney general, I have also sent copies to the ATF.
  
  
  
  Sincerely,
  
  
  
  ****** ********* ******

• Initial Complaint

  Date:11/04/2024

  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 May 29 2024 i ordered a Umarex Fusion 2 quite .177 pellet gun air Rifle, Fusion 2 (new).
  was purchased on amazon.com at Umarex USA website .
  Purchase price $151.58 that's with shipping and Taxes
  Received around June 3 2024 but due to my busy summer schedule had to wait to use this Fusion 2.
  now since fall is here i was able to use i have left multiple voicemails at phone number on file and sent messages to thier inline complaint on Umarex USA website to no avail i cant get even a message back from this company. after i was able to use a few times and started leaking at the mail nipple end of co2 tube then after no feedback from Umarex usa i put some tephlon tape to try to get it to stop leaking. a couple days ago put co2 in it shot 2 rounds on third round the co2 exploded from underneath the gun and threw the pellet breach and now wont hold any air just blows out. at this point the riffle is useless and shouldn't be stuck with something i haven't been able to even use.
  after trying everything to get this resolved i am not getting anywhere with this company

  Business Response

  Date: 11/07/2024

  I do apologize for any negative experience with either our product or our service. We strive to provide prompt and courteous service at all time and we'll do our best here to provide a quick resolution. I've copied below the only email communication we have for this situation. The email inquiry was made on 10/02/2024 @ 12:09 and then one of our Tech's replied @ 12:48 or 38 minutes later. There is no record of a response to our email that asks for the necessary information we need in order to set up a Case for the return. If you'll please reply back to our email then one of our Tech's will proceed in coordinating the return and evaluation of the air rifle. In your reply please mention that I (Director of Consumer Services) am aware of the situation and agreed to fast-track this one for you. The gun will be warrantied against any defects in material or workmanship as stated in the owners manual. 

  Thank you,

  Director of Consumer Services

  Umarex USA, Inc

   

   

  -----Original message-----
  From: Mason <[email protected]>
  Sent: 10/02/2024 12:48:31
  
   Hi Lance,
  
  We are sorry to hear that you are having issues with your
  Umarex USA product. Keeping our customers satisfied and making sure they have
  100% working products is a top priority. If you would just follow the
  instructions in this e-mail and we will get you taken care of. I will need some
  more info (name, address, serial number, and phone number) to set up a case so
  we will get it in here so one of the gunsmiths can look at it.
  
  Mason
  Customer Service
  Umarex USA
  
  
   -----Original
  message-----
  From: ********* ********************>
  Sent: 10/02/2024 12:09:32
  
  Subject *             Service
  / Repair
  What Product Are You Inquiring About (optional)? Fusion 2
  177 pellet rifle
  
  Question or Comment *I brought the Fusion 2 Rifle in May
  of this year. I just got around to start shooting the Rifle, it has a bad leak.
  I'm not sure if it is in the C02 tube or the Receiver body.
  
  Name *                ***** *****
  Email *  *******************
  Address * **** * *********** ***
  Wichita, KS 67211
  Phone Number                 ***** ********

• Initial Complaint

  Date:04/19/2024

  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 bought the Umarex Glock 17 Gen4 Blowback 6mm BB Pistol Airsoft Gun, 23-Round Capacity for my son’s birthday. The slide for the gun would become stuck after each shot. I contacted customer support, paid for shipping, and repairs were allegedly made. I received the gun back a few days later in worse condition that I sent it. Now the magazine will not stay in the gun. I have attempted to contact customer support several times with no response back. I am seeking a replacement because the gun was returned back to me by the company in worse condition that I sent to them.

  Business Response

  Date: 04/23/2024

  I do apologize for any negative experience with one of our products and we'll make certain that you have a properly functioning airgun. Looking in our system it shows that a new replacement was sent out and so it's very unusual to experience such issues with this particular gun as they typically perform very well. Nevertheless, we will take care of it under warranty. One of our Tech's has emailed you earlier this morning and provided a prepaid label for the return. 

  Thank you,

  Service Mgr.

   

• Initial Complaint

  Date:01/25/2024

  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 have purchased 5 air guns from Umarex 1 blew up, the other won't hold air both were sent back for service and UMAREX declined to do anything and kept the dangerous parts that caused injury. This company should return my money or replace the items.
  
  They should be reported to the Federal Product Saftey Board for selling such dangerous junk.

  Business Response

  Date: 01/26/2024

  Hello Sir, 

  I do apologize for the negative experience with our product and will make certain that you have properly functioning and reliable product in your hands soon. We've coordinated the Return and Replacement of the (2) guns in question. Extra ammo and C02 cylinders will be sent along with replacement guns. 

  Best regards, 

  Service Mgr.

   

   

• Initial Complaint

  Date:06/26/2023

  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.

  I bought the barretta m92fs nickle plated rotary pellet gun. It was advertised as shooting 425 ft per second. My gun is lucky to hit 300. I have 7 guns and all can penetrate my cardboard target. This m92fs cannot even penetrate the cardboard lol. Pellets just bounce back and fall to the floor. I have a 360$ paperweight. Umarex refuses to replace or refund. Cc customer service was rude. I asked to talk to mat when I called, ****** answered and said no. I asked to leave a message to mat, and he said no...

  Business Response

  Date: 07/07/2023

  The above mentioned pellet pistol was returned twice to our Service Department and evaluated by a Gunsmith with over 10 years of experience. The gun performed flawlessly through all testing and the velocity as measured with a Chronograph was 420 fps using a 7.0 gr lead pellet, which is well within any standard deviation. Velocity is greatly impacted by pellet weight  and there are both heavier pellets and lighter pellets available to consumers. A greater velocity can be achieved by utilizing a lighter grain pellet if one so chooses. There were no charges to customer for the Gunsmith evaluation services. The pellet pistol performs as designed. If there were a defect found with the pistol then we'd be more than happy to perform any and all necessary repairs. 

   

   

  Customer Answer

  Date: 07/07/2023

  The first shot is 420.  The 8th shot is in the low 300's
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Mark *******

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought a new Umarex Hammer and it was delivered on 11-11-2022. The gun was pressurized to the company issued instructions and verified via the gun gauge and compressor gauge. Never higher. Fired a total of 8 times. re-pressurized after each set of 2 shots.On 11-16-2002 while the gun was sitting in a corner the seal burst at the filler tube. KY hunting season is 2 weeks and this was my hunting gun. Phoned the company and spoke to ****** who said the gun would need to be returned for repair. I explained that this idea would ruin my hunting season so they needed to send me a new gun over-night. He said that would never happen. I asked for a supervisor and spoke to ****** who said the same thing. Again I explained that they needed to send a gun over-night because they were ruining my hunting season. Again I was told NO. Upset but 100% real I told ****** that I would file a BBB complaint and post a negative YouTube review on my major YouTube channel and post on every hunting and gun group that I am a member of about the negative handling of this and rather than admitting that this was a customer service issue, He claimed that this was "EXTORTION".  Unfortunately this company doesn't realize that we hunters take our hunting season very serious and that they should do everything to solve the issue that day. ALSO I bought 2 boxes of UX Umarex .50 cal "quote from box" optimized for the Umarex Hammer, Sized for maximum uniformity" and 32 of the 40 simply fall out of the magazine because of the poor sizing quality control and 1 won't fit in the magazine. Clearly this company does not care about safety, quality control or customer service. For the company to try to manipulate me from being an upset customer and from following up on my bad experience by calling me an "EXTORTIONIST" is the worst customer service that is possible.

  Business Response

  Date: 12/13/2022

  Mr. ***** is more than welcome to reach out to our Service Department and we will coordinate the return of his air rifle via a prepaid FedEx label. There is no other means of resolving the issue if Mr. ***** declines in the return of his air rifle. 

  Customer Answer

  Date: 12/13/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: clearly if you read my complaint they have not addressed any of the issues and now after hunting season they say they will send me a prepaid address label to return it. They did not address the fact that the gun was faulty in the first place and that it screwed me out of the deer season and they did not address the faulty ammunition. They did nothing to resolve this issue so absolutely positively I am not satisfied with their response. And I have already returned the air rifle via Amazon. But that does not address the fact that they did absolutely nothing to solve my problems.
  
  
  
  Sincerely,
  
  
  
  ****rick *****