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:11/23/2022

  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 won two items from the same seller. I paid for one and tried to pay for the other, but had technical website difficulties paying for the second item. I wrote *********** ****** ********** for help paying for the item and waited a few days. Nobody responded. I wrote the seller, who told me to contact *********'s Help **********.I contacted *********** Help ********** once more. I cleared my cookies and tried more than 12 times to get the payment made, read and re-read the directions.I NEVER got a response to my requests for help paying for the item.Not only did I lose the item AND get barred by the seller for non-payment, but GunBroker locked my account. I contacted them, asked them to check my history and see that I tried to pay and would have paid. They refused This affects other auctions I bid on, too. So now those sellers may file non-payment complaints.All of this could have been avoided if GunBroker had answered the help requests I sent.Instead, they punished me and the other sellers who have to relist items I now cannot complete. I contacted GunBroker after I received notice my account was locked and could not even get anyone to acknowledge I made requests for help or had tried to pay multiple times. Instead, they quoted GunBroker non-payment policy as if it doesn't matter whether you don't pay because you don't care or you try to pay but have technical issues - in other words, problems with *********** website that they could, and should, fix.

  

  Business Response

  Date: 01/11/2023

  GunBroker.com does not take payments on the purchases made through the site. The payment you made for the order goes through the seller's bank.
   
  We are only the gateway for your payment. The seller's merchant vendor actually processes the payment, so the Seller receives the payment attempt error response from the merchant vendor.
   
  Please contact the seller directly to confirm the failed payment attempts and error response.
  Before an account is suspended it the user is sent an email to dispute the credit request. There was no dispute on the credit request.
  ********************************************************************************************************

  Customer Answer

  Date: 01/14/2023

  The document submitted is my original request for help with a technical issues on the ****** website.

  What GunBroker is not getting js that the GunBroker website, GunBroker pay, would not allow me to make the payment - thus the "gateway" they serve as was defective 

  When I contacted the seller, they told me I would have to go through GunBroker help to get the payment made.

  Yes, this response from GB may be correct: IF payment is made, it goes to the seller. But it is GunBroker's website and software that opens the gate for that payment. Blaming the seller or his bank is ridiculous when the gateway itself was not functioning. I did not say I paid through the site, I said I attempted payment multiple times and every single time the website gave me the same instructions: to start the process over. I tried that many times and as soon as I entered the item number to pay, the website shut me down 

  I Saw NO opportunity to dispute the non-payment strike before the account was closed. I just searched my email and still see no opportunity to dispute the non-payment in my email. 

  I Am not alleging the seller owes me the item. I am just suggesting my account should not be locked when several good faith efforts to pay were made and the requests for assistance unanswered. GunBroker says they are the gateway but don't get the funds. What I am saying and have said repeatedly is the the gate didn't work properly! If GunBroker had nothing to do with this, why did they have a link for help with technical issues?

  The solution is simple: quit the double talk about where the pay would have gone had the website functioned properly, and re-open my account. It will cost nobody to do so and will, in fact, make money for GB seller's and GB themselves as they get a cut from every sale.

  

  Business Response

  Date: 01/17/2023

  The user ******************************* support we do not have access to his BitRail account information.  The user was emailed with the credit request information and did not respond to that email request for a dispute and his account is active. 

  While FreedomCoin, powered by BitRail, is a new payment method on GunBroker.com, we do not offer customer support as the service is not part of the GunBroker.com site.  Unfortunately, we are not able to access your account information or details for your privacy.  
  
  
  Please use the link below to contact support for FreedomCoin, powered by BitRail
  *************************

• Initial Complaint

  Date:11/22/2022

  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 became a seller on Gun broker for July and August of 2022, I sold 2 items that amounted to less than $200. I kept my bank information connected to gun broker to ease future purchases but used a dedicated account in which I only kept a few bucks in to keep open since I was done selling and buying. Having not bought or sold anything with them since August, I kept paying the $5 monthly fee to be a seller. This month they issued a $8.50 charge for "sales tax" which ******** my bank account at which point Gun broker charged me a $30, which I immediately paid and assumed it included the $8.50 (it did not). At this point I looked into it further and found that they had just updated their tax collection policy on this November 7th. The original $8.50 charge was an attempt to collect taxes I didn't even owe and would never have been charged to me if I had closed my account. It's pretty obvious that they are charging everyone retroactively for their mess up and hoping people won't notice on top of their usual fees. I would not have noticed if I had 50 more cents in my account. Check your account if you are a seller because they are criminally charging sellers on their platform After contacting customer support multiple times, they quietly removed the $8.50 balance from my account, they did not mention it and I was not charged, but they are keeping the $30 overdraft fee. There is a reason this website is not accredited with the ****** they are a scummy business that has no problem violating laws and common business ethics. I am trying to escalate this to a supervisor but may have to cut my losses considering there is no actual way to contact them except through the complaint page.

  

  Business Response

  Date: 11/30/2022

  The seller has been responded to from Customer Support with billing details. Seller's fees and tax remittance information is always available on account dashboard. Billing takes place on a month delay per the user agreement.  Items were sold in October and then fees were charged on the automatic billing cycle in November. There is not a monthly fee to be a seller on GunBroker.com. 

  A total 4 Items were listed for sale between September and October - example

  949068922 listed 9/25 and sold 10/1 so the Tax remittance and Final value fee were charged during automatic November billing. 

  At any point a seller has the ability to see the balance due and make a manual payment with their chosen payment method. Seller also received a statement for fees and tax remittance to let them see the amount due and when it would be charged to their automatic billing method. 

  There were no items sold in August or September.

   

• Initial Complaint

  Date:11/21/2022

  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.

  The document attached explains in detail the timeline and events of the transaction that was overseen by Gunbroker.com. A short summary is as follows. On 4/2/2022 a firearm was purchased from one ***************************. This was a M1A Socom 16 CQB Rifle. After communication with ***** and prompt payment, ***** deposited the money and halted all communications. During this time ********* suspended *****'s Gunbroker account even though ********************* never received the Rifle. ******* requested the reason for the account suspension and his question was ignored multiple times. The last time ********* responded to an email was on 09/07/2022. Gunbroker can only be contacted through email and has zero accountability. ******* filed a complaint to receive a refund and was given the instructions to file mail fraud with ***** which he did. ********* then continually ignored all communications and refused to resolve the issue. ******* is looking for a refund as ******* never received the Rifle and also never received any explanations. even though He followed all of the small print Buyer Protection protocol. There needs to be oversight of this company as I am not the only one who is being defrauded and not compensated by this fraudulent company know as Gunbroker.

  

  Business Response

  Date: 12/09/2022

  GunBroker.com has resolved issue with customer directly. Claim was processed and approved. 

  Customer Answer

  Date: 12/09/2022

   
  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,
  
  *********************

• Initial Complaint

  Date:11/17/2022

  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.

  The business is unprofessional and does nothing to resolve bad business practices. There is no live phone communication, only contact us and speak via email.The information via email has no means of resolving any issue, just a reply back and that's all.I was blocked and my business is losing money and I cannot place bids. I was told to send them my ID and then so and more, still locked out and no care to respond to me.This business is bad, just bad.

  

  Business Response

  Date: 11/30/2022

  Per our User Agreement and site rules the account must in the users name and residential street address and can only have one account. User tried to open three different accounts with inaccurate information for both name and address. Their account has been updated to current information and is active.
  
  https://www.gunbroker.com/c/User/SiteRules/
  https://**************************/c/user/useragreement/

• Initial Complaint

  Date:11/13/2022

  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 recently made several purchases using gun broker and had some unresolved issues i also got scammed on your website on this account tied to my email for a micro Draco for **** i come back to my account 2 days after the purchase and my account is gone nothing for me to do not even nothing to do with my won biding and i couldn't even purchase or make wat was wrong right because my account was close and when i made the purchase and zelled the money a day after gun broker sent me a fraud alert that the seller might be fraud and i already sent out the money my bank says they cant do anything my account on gun broker is closed im literally out of close to **** in unresolved gun broker purchases ive already tried to contact gun broker " this was sent to gun broker in 2021 i have yet to get a resolution i have yet to get my account reactivated i went to bbb.org to try to get a resolution and still nothing they said i had to await 90 days to get my account reactivated watied sent emails and tried calling nothing im still out off a firearm and still out of **** dollars i jus want a refund or partial refund or replacement ive already had bbb cases open sent dozens of emails and files probably 30+ screenshots of proof everything

  

  Business Response

  Date: 03/02/2023

  Unfortunately the customer paid via an unsupported payment method which is not coverage under the Buyer Protection Program per the limitations and restrictions.  Please see below:

  "GunBroker.com will deny any claim where there are irregularities in the transaction.  For example, this will include, without limitation, the following situations: The Item was paid for in cash, Venmo, Zelle, Cash App, PayPal Friends and Family (PPFF) or any person to person cash payment application".  Since Zelle was used for payment, a claim cannot be processed for reimbursement. 

  customers account was automatically terminated due to feedback for not competing transactions with sellers and/or disputing charges for an order.  Customer will need to contact the sellers directly to resolve and/or provide proof to GunBroker.com Support showing the transactions for item #s 902551790 and 903064958 were completed for the account to be reactivated. 

• Initial Complaint

  Date:11/12/2022

  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.

  In April of 2022, my account was compromised and hijacked. Being that gunbroker is a website that facilitates the buying and selling of firearms, this terrified me, as firearms could potentially be fraudulently bought or sold in my name or my payment information used to purchase them. If the hijacker only used my account to scam others on the website without goods trading hands, this would still tank my feedback rating and make the account virtually unusable.I immediately contacted Gunbroker support (which can only be reached through their website ticketing system) and waited. Months went by and there was no response. Eventually I received an email asking me to rate their support on my case as it have been closed, but I never received a response to my original ticket! I did manage to log in and see that my account was returned to me but then I faced a new issue. The account was locked and could not do anything on the website, I was required to again contact support to have the account reviewed and unlocked, so I did so. Multiple times. This issue has been ongoing now for SIX. MONTHS.I have still yet to receive a single reply from gunbroker support (apart from requests to rate support when they close my case without response) and to this day the account remains locked. I have opened another support request with them a few days ago but still have not heard back.

  

  Business Response

  Date: 03/02/2023

  The customer's account has been reactivated, as of 12/22/2022.  *********************************, the customer was instructed to update their ********************** account password to access the account.  If you are having issues accessing your GunBroker.com account, please contact GunBroker.com Support directly so Customer Support can assist you. 

• Initial Complaint

  Date:11/02/2022

  Type:Customer Service 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.

  ********* allowed my account to show active, yet when I attempted to bid on an item they wouldnt allow me to place a bid. My account was active, all required information submitted, yet I was denied the ability to bid on an item I wished to pay for and purchase. Its unacceptable as a business to treat a customer this way.

  

  Business Response

  Date: 11/07/2022

  The user was informed that their account was not allowed to place bids, purchase items or sell at that time. This was a security measure taken due to account inactivity or when routine security checks occur. 

  GunBroker.com has an established information security program to safeguard user information, and we routinely perform security checks on our website and users' access to it. During one of these routine checks, their account was flagged for further verification and was temporarily suspended. To reactivate their account , we asked that they provide documentation and photo proof to verify that they are the account holder.

  Their request was answered within 24 hours. 

  If you have any questions regarding our privacy policy, please review the user agreement and site rules.

• Initial Complaint

  Date:11/02/2022

  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.

  My account had been hacked. My email, and password had been changed. This unauthorized user has been attempting to make unauthorized purchases on my card multiple times, potentially firearm purchases. This could have been prevented if they responded in a timely fashion to my request to recover this account. It has been over 48 hours since the first attempt.to contact them, and there has been no response since the 4th.This lack of response is.simpmy unacceptable when considering fraud and possible identity theft and crime.

  

  Business Response

  Date: 02/17/2023

  This user's account has been marked closed. We have white listed his email so he has the ability to open a new account if he wishes to. 

  Customer Answer

  Date: 02/17/2023

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:10/31/2022

  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.

  ********** has locked my account about three months ago. I have attempted to contact them numerous times. I have attempted to use their support system and I have opened three tickets so far: ******* (27Aug22), ******* (05Oct22), and ******* (19Oct22). The issue listed in the first ticket was that I had multiple e-mail address associated with the Gun Broker account. They listed four e-mail addresses and the primary e-mail address listed as blocked, but they were using it to communicate with me. I attempted to communicate this fact and they just closed the ticket without resolving the issue. I requested they call me directly and the replied that they do not have phone support and then closed the second ticket. I created a new e-mail and during the setup process on Gun Broker the new e-mail was associated with my old account and remained locked. So, I opened a new ticket on 19th with no action on the third ticket. I found their old support phone number and left a message. It has been over week with no response.

  

  Business Response

  Date: 11/07/2022

  Per GunBroker.com's User agreement a User is allowed to have one open active account. User has had an open/active account since 2019. User's other accounts were locked because he attempted to open four other accounts. Users have the ability to update their information at any time. Support email # ******* was answered within two days with the corrected log-in information. Support email #******* was answered within 2 day and User was asked to respond to that Support email if they need additional assistance. The Support Emails were responded to from the Email address that the user emailed us from. We do not offer phone support. We see that the user has been able to access their account. 

• Initial Complaint

  Date:10/30/2022

  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.

  On October 26th and October 28th 2022 I received 43 emails from Gunbroker.com showing purchases made to my account for guns and gun accessories. All of these orders were not ordered by me or for me and are unauthorized. These orders are fraudulent and are attempts to extort money from me for unauthorized items.I have notified Gunbroker.com by emails on several occasions to immediately correct these fraudulent purchases with no responses back from them. These unauthorized charges are in excess of $15,000 and are unacceptable, unsatisfactory customer service.

  

  Business Response

  Date: 12/09/2022

  GunBroker.com Support is currently working the issue concerning user account and have made multiple attempts to resolve with customer directly via email and phone.  To date, no response to support tickets  from customer.

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18335473
  
  I am rejecting this response because: ********* has not attempted to reach me by my email, nor have I received any letters from them. This company has not handled these fraudulent unauthorized purchases in a professional manner. 

  They have created serious attempts to discredit my good name. I need an itemized letter addressing what they are doing to make me whole...

   

  

  Business Response

  Date: 12/12/2022

  GunBroker.com Support has not received a reply from the customer to the email attempts from ********************** Support. Email attempt sent Nov 03 ?10:56 am est and phone and follow up email attempt sent Nov 30 ?10:09 am est. A third follow-up attempt made Dec 12 10:25 am est via email sent to customer to reply for assistance and to confirm current phone number.  Please make sure to check junk mail and spam folder for any missed emails from GunBroker.com Support.

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18335473
  
  I am rejecting this response because: Please be advised that no emails from Gunbroker were found within our personal email system. Additionally, since Gunbroker has suspended my account, I have no access to it.

  It's been several months since these unauthorized purchases were made without Gunbroker providing me with written notification (Letters) as to why this happened or what action they are taking with the unlawful individual/s who placed these unauthorized orders.

  Additionally, I'm officially immediately requiring Gunbroker to provide me with the name/s and addresses (to include email and IP addresses) of any individual/s who committed these fraudulent orders.

  PS: To: BBB, please note that the only correspondence I received from Gunbroker was an email today 12/12/2022. Note: See attached email received from Gunbroker and my email response back to them...
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 12/12/2022

   
  

  Complaint: 18335473
  
  I am rejecting this response because: Please be advised that no emails from Gunbroker were found within our personal email system. Additionally, since Gunbroker has suspended my account, I have no access to it.

  It's been several months since these unauthorized purchases were made without Gunbroker providing me with written notification (Letters) as to why this happened or what action they are taking with the unlawful individual/s who placed these unauthorized orders.

  Additionally, I'm officially immediately requiring Gunbroker to provide me with the name/s and addresses (to include email and IP addresses) of any individual/s who committed these fraudulent orders.

  PS: To: BBB, please note that the only correspondence I received from Gunbroker was an email today 12/12/2022. Note: See attached email received from Gunbroker and my email response back to them...
  

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

  

  Business Response

  Date: 12/15/2022

  GunBroker.com Support has followed up via email with customer directly on Dec 15, ********* est (Ticket # *******) to provide appropriate company policies and processes.

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18335473
  
  I am rejecting this response because: It was extremely not professional.
  
  Sincerely,
  
  ***********************