ComplaintsforRoyal Tiger Imports, Inc.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Just received a rifle that I purchased from them that has a major defect. The defect was not listed in the items description although defects like this were described on other items for sale. I would not have purchased this if the defect was described. When I contacted them about the problem I was told that it was my fault and that I should have looked at the pictures they posted of the item more closely and that they had no responsibility to describe any defects. This being my responsibility was not posted with the items for sale and I have not seen it anywhere on their website. No refund was offered but I could return the item if I paid a 20% restocking fee. That would be $300. The items description was deceptive.

  Business response

  01/15/2024

  To Whom It May ************************************ to the complaint that was made by *********************************. ************************** placed an order with our company for a VZ 52/57 Serial Number *******. Upon receiving the rifle, he noticed that there was a crack on the right-hand side of the stock. In the very first photo of that listing, you can see in the photo that there is a crack. All of our rifles are going to have typical wear and handling use due to these rifles being over *************************** the description. We encourage all of our customers to review the photos and the description prior to making their purchase, as you would with any online company you are purchasing from. He did not do so. 

  He then reached out to one of our representatives, *******, and addressed the issue. Per our terms and conditions, we may issue a free return label if there is an RTI error, and in certain circumstances - we will issue a refund minus shipping and with a 20% deduction as a restocking fee. He was not happy with that solution. 

  He then stated that he did not want to return the rifle to us, but that we still needed to issue him a partial refund without him sending his gun back to us. We do not operate that way. So, we will not be issuing a refund to ************************** unless he returns the rifle back to us with the free return label that we provide him. 

  ***************************

  RTI/IO ***** **************** & Bookkeeper

  ****************

  Customer response

  01/17/2024

   
  Complaint: 21138808
  
  I am rejecting this response because:The description of this rifle did not mention the crack. Other rifles for sale at the same time and since that are cracked had the defect listed in the description. The description listed this as having normal handling, dents and dings with no mention of the major defect on the rifle I received. I would not have bought it if an accurate description had been posted. Making the buyer of an item search for a crack by enlarging posted pictures with the seller making no mention of it borders on fraud. The seller said that I could return the rifle if I paid a $300 restocking fee. This would require me to pay an huge fee to correct their failure to post an accurate description. I did counter that the condition of the rifle as received was not worth what I paid for it and I requested a refund. I have purchased from them before with no problems but a brief internet search discloses that their business practices are shady with many dissatisfied customers.
  
  Sincerely,
  
  *********************************

  Business response

  01/25/2024

  To Whom It May ******************* speaking with our warehouse manager, we agree that this situation was indeed an error on our end. It should have stated in the description that there was a large crack, regardless of if it was shown in the photos or not. The description ALWAYS has to match what the photos show for this very reason. 

  As a result, we will be issuing a return label to have the rifle sent back and have a refund issued, minus shipping. That is also stated in our terms in conditions and is due to us having to pay for the return label in order to send it to the customer to have the rifle returned. 

  I will be reaching out to the customer this afternoon to begin the return process. 

  We apologize for any inconveniences. 

   

  ***************************

  RTI/IO ***** **************** & Bookkeeper

  ****************

• Initial Complaint

  05/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a rifle from Royal Tiger Imports on April 12, 2023. Order number* ****** *********************************************************** The description claims the rifles are "Grade A: These rifles are in NRA very good condition." When I received the rifle, it was in horrible condition. It was so dirty that I couldn't see the wood grain on the stock. There was rust in the chamber that prevented the cartridge from entering. The ejector wouldn't grab the shell. The rear sites didn't move. I had originally planned on kinda restoring it, but when I got it, it required a lot more work than expected. I did get it restored and all the metal parts are cleaned and moving. It looks nice, now, but with extra effort. The rifle I received didn't look like the one in the photo. There were two options of quality: $399.99 for a lesser quality and $499.99 for better quality. I opted for the $499.99 rifle. I emailed the company and they responded asking what I would like them to do and tell them exact problems with pictures, which I did...2 weeks ago! Haven't heard back. Attached is the email in 8 **** *****. Please help. Thank you.

  Business response

  05/23/2023

  Good afternoon Mr. *******

  Thank you for bringing your concerns regarding the No 4 Mk 1 Original condition rifle to our attention. We understand that you were dissatisfied with the cleanliness of the rifle, as we advertise that the rifles are dirty due to being stored outside for decades in a desert in Ethiopia. As stated in the description, we believe that with a little bit of elbow grease, you will be able to turn the rifle into a cherished beauty. The image on the listing is of a rifle that we cleaned specifically for the listing, and is not an advertisement of the quality of the rifle. We apologize that we are unable to offer discounts or refunds for the elbow grease that needs to be put into the firearm by the customer.

  Thank you

  Alissa J******

  RTI Office Manager

  Customer response

  05/30/2023

  
  Complaint: ********
  
  I am rejecting this response because: I thought I was getting a riffle in the same condition that was in the picture.  The description did not say that picture is of a cleaned up rifle, nor did it say that my rifle would be as dirty as it was.  But, it seems to me that this business is ran by crooks, getting away with false advertisement.  And I know that they are not going to do anything about my situation.  I told them that I will never buy anything from them again or will I tell anyone else to waste their money on RTI.  I am, however, letting people know about my horrible experience with the company.
  
  Sincerely,
  
  **** ******

  Business response

  05/31/2023

  Good Afternoon Mr. ******,

  First of all I would like to apologize that we could not reach a mutual agreement. Having said this we would be more than happy to professionally clean your firearm for an additional fee of $100USD we usually charge $80/hr for our gunsmiths time. Having said this we want you to be happy, as a collector we understand the importance of authenticity of a firearm therefore we usually do not touch any of our guns! This is usually the privilege of the esteemed collector. Since you desire to have a picture gun, we herewith offer you to have your firearm professionally cleaned by us. We apologize for any inconvenience RTI may have caused you and remain in best regards,

  Sincerely,

  Your RTI Customer Service Team

  Where customer service is paramount

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Its a really shame to order one of this restored rifles expecting it to function flawlessly only to have the front end of the gas block along with your operating rod to blow apart even when firing only 50 standard M1 ball 150g rounds and then to reach out about a possible defect in there restored parts only to be ignored email after email its honestly a shame to see such a rifle be poorly restored like this, next time ill just stick with going for a CMP vs taking a gamble with others along with RTI whos customer support has proven to be disappointing

  Business response

  10/11/2022

  Business Response /* (1000, 5, 2022/09/08) */ We apologize, all of the guns are restored by James R**** A***** which works with CMP. We apologize for the inconveinence. We had been notified about the issue however the customer stated he was going to have an expert look at it and then never heard anything back. We are more than happy to still replace this if he chooses to do so at our cost for shipping.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company deleted a review I made on one of their items I purchased on their website. I mad a 1 star review and a it uploaded hot problems. Went back a few weeks later and the review is gone and the item has 5 stars. My complaints and issues were legitimate and they are clearly trying to hide something. I tried contacting them multiple times with my issues and never had a response. The items both were in non working order when I received them even thought they were both guaranteed to be functional. One was new and the other item was used. This is horrible business practice and needs to be addressed. I think I deserve my money back because of all the issues I've had with this company. I've read many forums about this website since and many people have experienced the same issues I did EXCEPT for deleting a review with his horrible business practice! They know exactly what my review said and they didn't want people to see it. That means they were hiding something. I will make sure other people hear about this and take their business elsewhere

  Business response

  09/26/2022

  Business Response /* (1000, 5, 2022/09/08) */ I am unaware of why he is unhappy. I have included emails regarding a parts kit and he was happy with it he said. I do not know about a review on our website whether it was ever there or if it was who deleted it. Please see the attached emails. Consumer Response /* (3000, 7, 2022/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never received any "parts kit" from these people. My item was defected after receiving it, asked for assistance with my defective item and didn't get any. That was my first issue. Second issue is I made a review on a second item I bought from them and someone on their team deleted it. It was a 1 star review. Currently the item has 5/5 stars because they deleted my review. This is all 100% true and now I'm even more mad because they are either lying about me or think they are talking about a different customer or don't have the full details. The 2 photos I provided are the 2 separate emails I sent with no reply. I explained my issue. And no resolve. Also the 3rd picture is the latest reviews of the item I purchased and gave a one star review and you can see it's all 5 stars recently. 4th picture is proof of my purchases. Please excuse the poor photos, I had to find all this on my computer. I am now demanding a refund for both items. Business Response /* (4000, 9, 2022/09/09) */ I apologize. He had 2 orders one for a parts kit the other for the Pardus Shotgun. I was waiting to hear from him on what the gunsmith he was taking it to to look at said and never heard back from the customer. If there are issues with the Pardus Shotgun we are happy to take is back and send it off to get repaired by Pardus as the warranty is under them since they are the manufacturer. Consumer Response /* (4200, 11, 2022/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are still wrong about what my orders are. One is NOT a parts kits, but it is a RIFLE that you say was in "functional condition" which it wasn't!! I had to buy extra parts to make it work which it still currently isn't 100% functional and when dealing with firearms you CANNOT take these risks. Don't call it a PARTS KITS AND TRY TO GET OUT OF SELLING A "FUNCTIONAL ITEM" The other firearm I already sold as parts since I never received ANY reply for months and there weren't any parts online for this item and I was left with no choice but to sell it or have a large paper weight. So no you can't come now and try to fix it MONTHS LATER These replies from this company get worse and worse each time! And now I am beyond complaints, I'm gonna have to take legal action now with them because of them lying in their replies with the BBB and myself. Business Response /* (4000, 13, 2022/09/12) */ Sir, What is it that you want? We have offered to get it repaired by the manufacturer that makes this shotgun, we never heard back about it from you on what your gunsmith had said. Your emails state how happy you are with all of your orders but here you say you are not. I am willing to offer a resolution but need to know what you are wanting not just saying the same complaint repeatedly. Customer satisfaction is paramount. Consumer Response /* (4200, 16, 2022/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like a refund for the Pardus Shotgun since it never worked, you never got back to me and I was forced to sell as parts so I no longer own it. Plain and simple. Business Response /* (4000, 18, 2022/09/13) */ Unfortunately since you sold the gun we are unable to issue a refund. We would need the gun back in order to refund you. Consumer Response /* (4200, 20, 2022/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) So I was expected to keep a paper weight AFTER YOU never replied to my issues for months!? I'm sorry I do not accept your response. You clearly don't realize the implications your company caused to create the situation we find ourselves in now. I want a refund for my item now. We know you can issue the refund, and you're just pulling some rule out of thin air.

• Initial Complaint

  04/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company falsely advertises there rifles to be in better condition then they are to charge more money for them then they are worth the rifle I orderd was to be in good to very good condition and was in poor to very poor condition they are a dishonest company

  Business response

  05/03/2022

  Business Response /* (1000, 5, 2022/04/12) */ These surplus rifles have been through wars and decades of storage in not ideal locations. The customer never reached out to us to say he was unhappy as we would have gladly assisted him. Since he is requesting to only be charged for the good condition, we will happily issue his $50 refund today. In the future please email [email protected] with any issues and she will gladly take care of you to ensure your satisfaction.

• Initial Complaint

  03/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 16th, 2021 I paid for 1344.75 in goods from this company. I sent in all required paperwork and waited the 4-6 weeks for shipment. I called in again in May since the pre-authorization charge had expired and was told my items were picked and waiting to go into shipping boxes. At this time I paid in full. I kept calling to no avail, and in July I asked for a full cancellation via email, after which I received no response. I called back in during the month of November to ask for a refund and luckily spoke to somebody. I received written acknowledgement that I was owned my purchase price. I have tried to call (no answer) and mail (also no answer) since to no avail. My credit card company says that the charges are too old to dispute. This company has taken me for my full purchase price and I have literally nothing to show for it.

  Business response

  04/27/2022

  Business Response /* (1000, 8, 2022/04/06) */ There was an issue with previous customer service employees (no longer work here). He did reach out but due to the length of time I was unable to issue a refund to his card. I sent a check but after reviewing our account it never got cashed, so I assume it had gotten lost. I am cutting another check today and sending it via FedEx to guarantee its delivery. Our deepest apologies!!!

• Initial Complaint

  02/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Misleading information about the bayonets, the company did not mention how beat up they where, they sent me 2 of them that won't fit on my ak because of how badly beat up they are. Tried calling them they don't pick up. I want them to send me 2 more bayonets that are in good condition.

  Business response

  03/16/2022

  Consumer Response /* (2000, 7, 2022/03/01) */ This was resolved you can get rid of the post

• Initial Complaint

  02/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a rifle from this company on January 5. It took them over 2 weeks to deliver the rifle, which was an issue of its own. Upon delivery, the firing pin was broken. I notified the company the day I received the rifle, Jan 21. I received a response the same day promising a resolution, then no response for 7 days. I emailed again on the 28th of January, received a response that it would be solved the same day, then no answer until February 16th. I emailed again on the 16th and was promised a replacement part. It is the 23rd today and still no solution. Please see attached documents. I believe this company is being dishonest about what they offer.

  Business response

  03/22/2022

  Business Response /* (1000, 5, 2022/02/28) */ Yes he received his gun within 2 weeks, as it states on our website orders right now are taking anywhere from 2-4 weeks to ship due to the large volume of orders we have. It was unfortunate that his gun had a broken firing pin. When he sent me pictures I reprinted his invoice and put on it that he needed a replacement firing pin. Due to the large volume of orders, getting his firing pin sent out took longer than it should have. We have had his firing pin ready to ship since last week, however the customer did a chargeback so now we do not have the money for the gun, and he is needing to send it back. If there is any further questions please feel free to contact us as customer service and satisfaction is paramount. Consumer Response /* (3000, 7, 2022/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are lying. **************** refunded me out of their own, and didn't take the funds from Royal Tiger. They never responded to my inquiry, and didn't have any intention of sending me the pin. Im including the letter from **************** where they state that THEY refunded me and not Royal Tiger. Business Response /* (4000, 9, 2022/03/02) */ We stand by our statement. Please see the attached email chain to show that this customer is giving false information. Consumer Response /* (4200, 11, 2022/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business only responded after I told them Im taking action through BBB and my credit card. they had three previous emails and three weeks to make it right. How did I give false information? Did I not contact you on the 21st of January, 28th of January, 16th of February and finally gave up on February 23rd? Please take some responsibility for your actions and stop blaming customers. And again, my credit card ended reimbursing me on their dime and not thanks to this business.

• Initial Complaint

  11/23/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased a Yugo K98 rifle on 28 October 2021. Inventory on their website showed sufficient stock for my ONE rifle order. Provided all required documentation for purchase and waited the 2-3 weeks before contacting regarding my order. On 20 November 2021 I sent an email requesting an update as I had heard nothing from the company since I made my purchase. Received an email response on 23 November stating they didn't have any rifles to ship. Subsequent emails didn't answer questions or offer to provide a solution.

  Business response

  12/20/2021

  Business Response /* (1000, 5, 2021/11/30) */ We sincerely apologize that we ran out of stock of the firearm he ordered. We get large volumes of order including over the phone. Orders do not begin processing until the required C&R or FFL is received. Other orders went before his as it took a while to received the documentation. We tried to explain this to him and he became irate and was disrespectful to our staff. He was emailed letting him know that the authorization hold was voided so he could place a new order for something else or keep his money. We do our best to make every customer happy as customer service is paramount and as you can see from the correspondence our staff was as helpful as could be even after being disrespected. If the customer would like to place a new order for something else, he is welcome to and we will even throw in the hand select at no additional cost, but regarding the Yugo K98, we cannot deliver it as we do not have any in stock and will not be getting anymore in either.

• Initial Complaint

  09/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  They sell you weapons online and never actually send them to you. They will charge hundred of dollars. When you try to reach out to them, there is no way of contacting them. They do not respond to emails, they do not answer phone calls. They are active however, showing off there stock on YouTube. Where do they get their guns? Do they actually sell or just collect money? It is worth looking into.

  Business response

  11/08/2021

  Business Response /* (1000, 5, 2021/10/11) */ The customer ordered a rifle on 8/31/21. We do not send the orders for firearms to the warehouse for processing until we have received the required documentation such as C&R license or FFL license. We did not receive the license until 9/30/2021. His processing date started at that point which puts it at 11 days it has been with the warehouse. As stated on the website the average turnaround time is 2-3 weeks. We have also received in a new shipment of a lot of firearms that have to be processed into our bound book within a certain time frame so most of the warehouse had to pause orders to work on that. We do our best to keep our website up to date on what is going on. Also, when customers place an order with us there is just an authorization hold that is placed, which is only valid for 30 days. We do not hard charge the customer until the order has been ready to ship. Since his order is past 30 days, the authorization hold has expired so we do not have the ability to even collect the funds when it is ready so I will be reaching out to get the credit card information once it is ready to ship as we do not save customers credit card numbers for their safety and ours.

*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. ↩