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:01/28/2025

  Type:Delivery 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.

  Confusing billing, why were the sales tax amount not reflected in the order summary?

  

  Business Response

  Date: 01/29/2025

  Good morning Paras,  

  We see that you opened a support ticket yesterday and we do take ***** hours to respond to support requests. I have answered your inquiry in support ticket #*******. I provided a breakdown of all of the fees and sales tax that you see on your ledger. We do disclose in the User Agreement and Site Rules, as well as the Listing Policy and Seller Agreement that Sales Tax is a part of the Marketplace Facilitator Laws and we must abide by them as a e-commerce platform. I did provide you with all of the links and information pertaining to these agreements and disclosures in the support ticket. Please check your support ticket, and if you have any further questions, please respond in the support ticket, as GunBroker is not directly affiliated with BBB and cannot answer support tickets or inquiries via their platform. 

• Initial Complaint

  Date:01/03/2025

  Type:Delivery 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.

  Order # ******** - GunBroker seller sold item not as advertised, failed to ship the item or give refund. I filed dispute with card company 12/14, and 12/19 seller delayed matters by sending unsigned check in the wrong amount, and provided a tracking number to GunBroker to appear as being cooperative. On 12/24/24 I received unsigned personal check for incorrect amount. Seller sent several volatile emails harassing me and accusing of wrongdoing and fraud. He stated $300 was not a lot of money and suggested I was being *****. He was very concerned I might damage his status with GunBroker. ********* has refused to read my emails and respond with any facts. It is as if ********* wishes to protect sellers over buyers. I am incensed that I have been dealing with this for months and no resolve - when I finally filed a fraud dispute, I was again a victim of fraud as the seller purported to ********* that a check - a fraudulent check - had been mailed - all in an effort to delay my credit card dispute - for an item I never received. it was not an early M16, however a civilian AR15 part.I am bothered by the ethics and customer service of the seller and GunBroker - both have failed to read or respond to emails, messages, phone calls, and text, and have allowed this issue to mushroom into the ugly drama its become, I have begged someone to contact me - or even read my email, and they continue to claim I had been refunded by the seller - which was a complete lie designed to deceive, delay, and deny my card dispute. ********* could have resolved this quickly had their MO been more concerned with buyers than sellers - I think because sellers are their consistent revenue stream. Also - the GunBroker system fails to provide an avenue to upload documents or photos which could have given them proof that the check I received was invalid, not signed, and the wrong amount. I did attach screenshots of the check and numerous emails back and forth with the seller and GunBroker.

  

  Business Response

  Date: 01/06/2025

  Good afternoon, 

  We have answered all of your support tickets in a timely manner, as well as your BPP claim that was initiated. The seller has also responded to your support ticket. We show that the order total is for $304.90, which the seller did write the check for, however, we do see that the check was not signed. We do understand that you have started a dispute with your financial institution. We are unable to move forward on a *** claim until we receive the requested information from support Ticket #*******, which includes the decision letter from your financial institution regarding the dispute, as well as all communication between yourself and the seller. Please respond directly to Support Ticket #*******. Answering here will not yield expedited results, as this is not GunBroker customer support. 

• Initial Complaint

  Date:10/28/2024

  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.

  Purchased and paid for 2 firearms on September 27, 2024 and only 1 was shipped.This business has an A+ rating yet lists an empty lot for an address (***********************************************) and a Colorado phone number that does not work (phone number:**************). This vacant lot is registered to ******************************* partnership. How can this be, do you do any due diligence?The do not want to honor the sale and today they have wiped out all correspondence in my Gunbroker.com account profile.

  

  Business Response

  Date: 10/30/2024

  Good morning, 

  The address for GunBroker.com does not have any bearing on the seller that sold you the order and then cancelled the second item and claims to have refunded your funds. GunBroker's address is a PO Box, which you can see on BBB. The seller more than likely did not have the second item in stock, and has marked the order as refunded. We ask that you allow up to 10 business days for refund to process through your financial institution. As for the history of your purchases, our system holds items and transactions for 90 days. More than likely, you have your visual set at 30 days and need to change it to 90 to be able to see older orders, as we are now more than 30 past the purchase date of your orders from the 27th of September.  

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22483289
  
  I am rejecting this response because: The item was listed on their site and I bought it through their site and I paid them. They took my money yet did not ship the product, then they hid behind an archaic complaint system of slow or no response.  The product was sold and you took my money - we would not be here if you shipped what you sold. 

  How's the view from that empty lot in ******* that you have listed as your "address" and the conveniently fake Colorado phone number that never answers.  There is no way to contact you - unless you know how to get your tax records (which i have).  Hide behind you keyboard and keep selling item you don't have - great business model.

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

  

  Business Response

  Date: 10/30/2024

  Once again my ******, 

  GunBroker is a platform that allows seller to list items for sale. If the seller no longer has the item for sale, the item is lost, or damaged, the seller has the right to cancel the order and issue a refund to the buyer. The seller claims they have issued you a refund.

  Contacting GunBroker.com customer support is quite simple, all you have to do is click the Help Button in the bottom right hand corner and open a support ticket. The address that you insist in referring to used to be an old office address for GunBroker about 10 years ago. As we are an e-commerce business, our address is a PO Box that is available here on BBB. 

• Initial Complaint

  Date:10/28/2024

  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 purchased a gun on the website ********* from a private seller who was committing fraud. I was told after I sent payment not to send payment. They stole $1,600 from me and I was informed that it was possible to get $475 back from their buyer protection policy but, that was the most I was entitled to. If you steal money through fraud on their website you might have to pay back a small amount but, you keep the rest. There is NO incentive to not be a thief. They have created a safe haven for fraud and those who commit it. As of yet, I have received nothing from them.

  

  Business Response

  Date: 10/30/2024

  Good morning, 

  We do not see that you have initiated a Buyer Protection Claim for this order. We did state in Ticket #******* that you would be able to intercept the shipped money order, or cancel them with the money order company before they were cashed. We also encouraged you to initiate a *** claim. Please do so before the timeframe elapses, as there is only 60 days from the end date of the listing. Please also note, that the *** process will afford you a maximum of $400 pay out, which is the $500 allotted less the $100 deductible for the claim. 

• Initial Complaint

  Date:10/25/2024

  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 tried to sell various items on the gunbroker.com website, the items did sell however they were never paid for. Because of this and the poor overall transaction leading to no sale and payment I did not want to relist the items. I emailed gunbroker to say that I would not be using the service as it did not work to sell any items and they still want to charge me for sales that did not complete. I emailed them and they said no refund unless i re-list the item which I am not willing to do. Why try again if it failed 5 times for all items listed. I am asking for a full refund of the sales charges to my credit card that was on file. You shouldnt be allowed to charge people for services and sales that did not actually complete.

  

  Business Response

  Date: 10/30/2024

  Good morning, 

  Per the User Agreement and Site Rules, as well as the Listing Policy, when an item sells and the transaction is not completed, the seller may initiate a credit request to recoup the fees and sales tax associated with the order. However, the seller MUST relist the item, per these policies, rules, and agreements. When a seller signs up with ********* to be able to sell an item, they are agreeing to these terms. In order to receive a credit for the fees associated with those orders, the seller must cancel the original order, relist the item for then entire duration of the original listing, and initiate a credit request. The credit request must be initiated within 45 days of the end date of the original listing. 

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22473433
  
  I am rejecting this response because: If you read your wording the entire thing honestly *****. What you are saying is that if someone sells an item your going to charge them even if the sale does not complete. Then in order to get a refund you STILL have to re-list the item again and again in some never ending cycle. This is morally and ethically wrong and you know it. In my case the sales did complete however i had little to no correspondence from lame buyers, thus why would anyone try again if the first time the entire process was a mess. You force people to re-list items and its madness, why would anyone continue something that failed the first time! What you should do is charge a flat fee for your transaction for listing, and then IF the sale completes charge some other rate of charge for a truly completed sale. I do not agree or accept you continuing to charge my credit card for a transaction that never truly completed. The sale might have gone through but no payment or communication ever completed to make the sale official. All I am asking is for a FULL refund of the money owed!
  
  Sincerely,
  
  ***** **********

  

  Business Response

  Date: 11/05/2024

  Good morning, 

  Thank you for sharing your opinion with us. We appreciate your insight. Unfortunately, per the User Agreement, Site Rules, and Listing Policy, the item must be relisted to receive a credit for the fees associated with the credit request. We do apologize for the frustration.

• Initial Complaint

  Date:10/18/2024

  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.

  On October 12, 2024 an item of mine for sale was purchased. Immediately after the sale the buyer sent me a message claiming I clicked the wrong thing I need to cancel this purchase. According to ********* refund policy I had to wait 4 days to file a refund for selling fees. After I waited and filed a request the seller wrongfully disputed the request. The seller also sent me an insulting message expressing that they do not understand the listing and furthermore that they do not understand the listing. For starting I need my refund as I have not been paid. Next Gunbroker needs to have a conversation with this person as it is alarming that they are claiming I have cash listed as a payment method when I clearly (and for many years) have listed money order. I am not a store, I am a private individual so I can only accept money order. The buyer further insulted me naming me a 1980s operator.

  

  Business Response

  Date: 10/21/2024

  Good evening *****, 

  We see that the credit request was initiated on October 17, this is 4 days ago. Please allow time for the system to process your credit request. We also see that the winning bid was a total of $17.50 and the credit request is for $1.23. This will be credited to your account ledgers, not refunded, as we bill on a one-month delay.  Please open a support ticket with GunBroker.com to expedite any future questions or concerns, as BBB is not the customer support system that ********************** utilizes for assisting our users. At this time, we do not see any new customer support tickets opened regarding this matter. 

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22439928
  
  I am rejecting this response because:

  what about the buyer insulting me, calling me a 1980s individual? Also it is clear that they need education on how to read Gunbrokers operating system. They do not know how to read the payment section. I have money order listed and out of nowhere they are claiming that I accept cash. This needs to be resolved. I dont want to deal with this buyer in the future. What will ********* do to ensure another seller does not have to deal with this buyers lack of competency?  Thank you. 
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 10/23/2024

  Good morning *****, 

  Per the User Agreement and Site Rules, as well as the Privacy Policy, we are unable to discuss actions taken against other account holders. As for having the user cease communication, please block this user. Your credit request has processed and you are not required to have communication with this user any further. Once again, please open a GunBroker.com support ticket for any issues in the future, as BBB is not GunBroker customer support. 

• Initial Complaint

  Date:10/01/2024

  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 opened a ********* account thinking it would be a good way to sell some hunting /shooting items and the item in question was an Arken riflescope it was being auctioned and bidded on it sold but the bidder/buyer never paid ,Buyer and i texted and buyer stated that he would pay me the fees i didn't feel safe and assumed that maybe this was a scam ,Gunbroker charged my account twice anyway the first was for ***** on 6/14/2024 the second charge was for ***** on 6/25/2024 a total of ***** , i went through the process on their site and never received a refund , i emailed them numerous times and never received a reply i tried to call them and its impossible without knowing someones extention number,i can be reached @ ************ 9am-9pm monday through friday Thank you i hope you can help.

  

  Business Response

  Date: 10/09/2024

  Good morning James,

  We do not see that you have reached out to us regarding this matter until October 1st. The original order took place in May. The item would have had to be relisted and a credit request would have needed to be initiated within 45 days from the listing end date of the original listing, per the User Agreement, Site Rules, and Listing Policy.  Please see our response in the support ticket for more information on the next steps that we can offer. 

• Initial Complaint

  Date:09/20/2024

  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.

  ********* has blatantly taken my money under false pretenses! They charged me sales tax on an item that never officially sold because the buyer failed to complete the payment. In any reasonable scenario, if a sale doesn't go through, no sales tax should be collectedperiod. Yet, ********* decided to charge me anyway. When I reached out to notify them of this mistake, I expected a quick resolution, but instead, I was met with resistance. Despite me providing clear evidence that the transaction was never finalized, they outright refused to refund the tax.This isn't just a case of poor customer serviceit's unethical and feels deliberately fraudulent. Theyre keeping money they have no legal right to, profiting from a non-existent sale. Whats even worse is their refusal to acknowledge or correct their error. It's shocking to see a company operate like this, blatantly disregarding basic principles of fairness. This isn't just negligenceit's theft, and it feels like a criminal act! They're exploiting their customers and abusing the system for financial gain, and it's completely unacceptable.

  

  Business Response

  Date: 09/26/2024

  Good afternoon, 

  GunBroker User Agreement and Site Rules state that in the event that an order is cancelled and a sales does not go through, the seller needs to mark the order as cancelled, relist the item for the original duration of the initial listing, and initiate a credit request within the window of 4-45 days from the listing end date. We do not see that a credit request was initiated for this item. 

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22314323
  
  I am rejecting this response because: I did submit a credit requested, relisted the item, item did not sell. ********* charged me an additional $150 in sales tax for an item that did not sale. So Gunbroker has stole  $450 from me. 
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 09/26/2024

  We see that you filed a credit request for the item and that the credit request was processed on 9/19/2024. We see that you were credited $162.95 in your fees ledger and $307.50 in your sales tax ledger. Per the User Agreement and Site Rules, ******************** does not issue refunds, only credits. We see that your fees ledger has a $142.21 credit balance at this time. We see that your sales tax ledger has a zero balance at this time, as you were billed for the sales tax on 8/17/2024. The system accepted a payment for the sales tax from your payment method on file on 9/13/2024, per the billing cycle. We also see that a credit was issued for the sales tax on 9/19/2024 for the amount of $307.50, and then you filed a chargeback on 9/24/2024, for the same amount, creating a zero dollar balance in the sales tax ledger. We have not and will not dispute your chargeback. Therefore, you were essentially refunded your sales tax credit balance, and you have a credit balance for the fees ledger. 

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22314323
  
  I am rejecting this response because: 

  your credit to my gunbroker account means nothing to me. I will NEVER do business with you again. Once I have my money credited back to my bank account, I will delete my gumbroker account permanently!!! You deducted the 307 and the 150 from my checking account (again) on an item that did not sale. You are not God and you dont get to take my money and tell me how I can spend it. I have already talked with my bank and THEY got my money back, not you!!! Gunbroker is ***** and I will make sure I let everyone I know just how shady it is. 
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:09/16/2024

  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.

  I purchased item # ********** which was two Sig ***** P365 magazines. I informed the seller that there was no legalities in myself purchasing/owning/possessing these magazines. I followed Gunbroker policies in that I am of legal age and lawfully able to purchase said items. Yet still the buyer still did not complete transaction and then filed a false claim, that being an illegal to ship credit request. I am demanding this seller be terminated from ********* immediately as they need to be held accountable. This is the criteria of sellers that are not acceptable for Gunbroker.

  

  Business Response

  Date: 09/26/2024

  Good afternoon, 

  We have investigated this claim and we see that the seller was unable to complete the transaction, as stated in the credit request of illegal to own. The item was a 10 round and a 12 round magazine. The law in ******** prohibits ownership of a twelve round mag and therefore, the seller could not complete the transaction. Please see the New York Secure Ammunition and Firearms Enforcement Act (NY SAFE Act), as this law prohibits the possession of magazines that can hold more than 10 rounds of ammunition.

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22295550
  
  I am rejecting this response because:
  You did not read the law correctly. Why would I make a complaint over an  item I cannot legally own? The New York State law says that active and retired law enforcement are exempt from the 10 round magazine capacity stipulation. Therefore I am fully within Gunbrokers policy of being of legal age to own and am lawfully able to posses such item. Therefore this user created a violation of Gunbroker by not completing this transaction. I did inform the seller of this subsection in the State of ******** and they chose to disregard.  This behavior is not an acceptable practice and the seller needs to be reprimanded at once. Furthermore this can not happen again as this act is insulting to Gunbroker. 
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 09/27/2024

  Good morning, 

  Unfortunately, the seller has not done anything wrong. If a buyer or seller are uncomfortable with completion of a transaction, we always strongly recommend that the user not complete the sales/purchase. We cannot force a buyer or seller to complete a transaction, however, appropriate feedback may be left for the buyer/seller of the item to inform other users of how the transaction ended up being handled. Please leave appropriate feedback for the seller. 

• Initial Complaint

  Date:09/06/2024

  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 did 1 transaction that was succesfull however there were "hidden" fees and charges that were deducted from my account. Another listing was made but was quickly canceled after I realizing the "hidden" and seemingly duplicate charges. I have been trying to make contact for a explantion on the charges. In the intrim I have had to paid more "fees / charges" and have been trying to close the account but being unable to close the account. I have had to close my BANK account as gunbrokers are constantly trying to access my account for additional fees. I have tried to settle this situation with them but there is no customer service except for pre written responses on their website. The phone number listed on BBB is not answered and there is no way to get proper answers to questions. In trying to close the account AGAIN in August I was "told" by a "pop-up" it could not be closed before September 5. I am still unable to close the account to date. Gunbrokers are constantly adding "fees" and there no traditional way to resolve the situation. Trying to get anythhing resolved is total (orcastrated) frustration. The statements are totally confusing (intentionally).

  

  Business Response

  Date: 09/09/2024

  Good afternoon *******, 

  We have extensively investigated your claim. We see that the $70 charge that you see twice, is for a reserve that you placed on the item and you had the item set for auto relist until it sold. The item relisted and the reserve fee was charged again once the set amount of times elapsed. The reserve is an optional service charge, as stated in the User Agreement, Site Rules, and Listing Policy, the optional services are charges whether the item sells or not and those fees go into your fees ledger upon listing the item. When you have an item set on autorelist, any optional services will reset after an allotted amount of relists, as seen in the Fees chart in the help section on the site. We have ruled that the $70 is fairly charged, as the item was relisted for multiple times as multiple different item numbers through the autorelist feature and the setting you chose for the listing, including the optional services.