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:01/21/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently made a purchase with ANS for a paintball marker. I have a large purchase history with them so it isn't easy to type this. On 12/25/24, I purchased a marker for a friend as a gift. When we received it and unboxed it, there was visible damage to the gun. I figured by calling ANS, they would properly handle the situation. When I called, I was assisted by a gentleman I believe named Jesse that insisted the damage to the marker was my fault or possibly the shipping company. The "Supervisor" claimed he was the only person to talk to when I requested a Manager. When he went into details about how its impossible for them to send a damaged item, he said "Rory checks all of the guns" in a condescending way as if I am lying because Rory doesnt lie. I have no reason to lie nor am I in desperate need for $400, I am upset with the principal that a business can pretty much tell me "It wasn't us thats too bad". After going back and forth on the phone I was offered a chance to send the item back and they will determine whether or not the damages were on their part and that they might switch out parts. I expressed that I paid for a brand new item and I would like to receive such. Furthermore, we unboxed the item at my job which happens to have cameras in our office, showing us unbox the gun and being unsatisfied. I've spent thousands in this business and the last 2 purchases I made for 2 Etha 3's have trigger malfunctions that seize up-"BRAND NEW".

  

  Business Response

  Date: 01/22/2025

  Hello,

  Thank you for sharing your feedback, and I sincerely apologize for any frustration caused. Our intention was never to dismiss your concerns but to explain our thorough process. We ensure all ANSGear Exclusive items are inspected before shipment and take every precaution during transit, which is why the damage was an unexpected issue. We've already provided a return label and initiated an exchange for a new marker, as discussed on the phone on 01/06/2025. However, I see you've requested a refund in your review. If you'd still prefer a refund rather than an exchange, please let us know, and we'll be happy to accommodate that.

  Regarding your concerns about Etha 3 trigger issues, this was not communicated to us, and contact was not made with the manufacturer. Had we known about any problem, we would have resolved it directly or requested that the manufacturer provide support.

  To discuss or solidify any changes to your RMA please contact our customer service team. Our Customer Service Team did verify that you have not shipped the return yet and would like to make any changes before you use that Label.

  We hope to hear from you soon! ANSGear.com (edited)
  

  Customer Answer

  Date: 01/23/2025

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22833521, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  **** ******
  
  
  
  
  
  
  Yes, I would appreciate an exchange for a new marker thank you.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I engaged ANS Gear for a custom paint job on my paintball gun, and they subcontracted Aesthetic Metal Finishing for the task. ***** G****** from ANS Gear oversaw the setup. The initial paintwork was unsatisfactory, necessitating a return for touch-ups. However, the marker was further damaged upon its second return. Despite assurances from Mr. G****** that he would personally inspect the marker before it left their facility, this did not occur. After contacting ANS Gear about the damage, they provided no resolution. Given the marker's cost of $1,300.00 and the additional $500.00 for repainting, receiving it in a damaged state is unacceptable.

  

  Business Response

  Date: 06/17/2024

  We did our best to facilitate the marker setup. I've attached the rendering, concerns, and final product images.

  Initially, anodizing was delayed, so we included a free Buccaneer laser engraving on the Paintball Gun ($100 Value). When the customer first received the marker, there was a discrepancy with the barrel backs from the anodizing (images attached). We covered the transit costs between us, the customer, and the anodizing facility in Canada.

  After the final return, the order was shipped to the customer before ***** could inspect it. Upon receipt, the customer reported physical damage, which wasn't visible in the anodizing images. We offered a $50 refund/credit but have not received a response. We will see if the customer responds and still wants the refund/credit.

  Best regards,

  Customer Answer

  Date: 06/25/2024

  To whom it may concern, I was never contacted by ANS gear nor was I ever offered a $50.00 store credit. The shipping to and from the third party they hired has nothing to do with the damages on my marker. Additionally, ANSgear failed to do what they were contracted to do. Thank you for your assistance with this matter.

• Initial Complaint

  Date:03/01/2023

  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.

  I have ordered some parts from ansgear which is there website on the 30th December 2022 2 months on and I havnt received my items and I’m not getting any help from there team apart from there blaming it on uk customs where I have orderd outside of the uk since then and still arrived on time, I just want help on locating my packages, I would like an answer from them on how long left I am supposed to wait failing that a full refund on my purchases for not having the items I have orderd, any help is most greatfull thank you verry much

  

  Business Response

  Date: 03/10/2023

  Hello M******,
  

  
  We had not received an update from the courier since the last e-mail we sent. ( 01/31/2023)
  

  
  A Trace had been made with USPS on our side with no update. Since the package is now lost, we made a claim for you.

  
  
  Thank you for replying to our e-mail, as soon as the claim is settled we will update you.

  Customer Answer

  Date: 03/13/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19517356, and find that this resolution is satisfactory to me and hope that the outcome you get from usps entitles a full refund thank you.
  
  
  
  
  Regards,
  
  
  
  M****** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/09/2023

  Type:Billing 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 2 ,2pk 88g c02 and after reading the other complaints sounds like this is something ANS likes to do then play stupid.
  Perfect I've got pictures ,emails , recipts let see how stupid yall wanna get before i start dropping facts and truth. ANS knows this situation as well, their response was complete ass , so im here now to expose
  them for something there clesrly habitual offenders at.
  
  I ordered before Christmas 12/22 2 , 2 88g c02 packs from ANS, it clearly stated on my recipt and on pick slip and on packing slip (FIRST STRIKE 88G C02) I bet you can guess what I'm gonna say next, what I ordered wasn't in the box , so I took pics immediately saved them contacted ANS after looking at pick slip to see well.maybe a mix up but no it wasn't this was done blatantly with no regard to consumer rights. I opened the box to 2 88g jt c02 which is cheaper and of less quality. I contacted Ans asking what happened there response what would you like us to do. Lol I'd like my correct order that's what I'd like there response we will refund you the difference in price oh wow 3$ no it's not what I ordered and by law national/federal law I don't have to send nothing back but you rightfully do have to send me what I ordered ANS ive already given you guys the chance and opportunity to make this right now im just gonna let all less lethal communities im in see the clear blue line your trash just like your customer service good luck usually when business have the same problem over and over its usually a variable in that company that needs to go and be replaced I'd highly reccomend you do that because social media is my next stop my following is quite big on YouTube and IG as well as many others ill just do a video I won't even explain ill just show ppl the quality of you guys and lay out facts im done with your trash company. You wanna do business like this go set up shop in China not America
  
  And no 12/22 isn't the date it's the month and year

  

  Business Response

  Date: 01/24/2023

  Thank you for taking our call the other day so we could further speak about the situation and make sure we took care of you. Please let us know if we can be of further assistance, and apologies for the original mistake. 

  Cheers,