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:04/16/2024

  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 was bidding on an auction on this website on a pistol. On many places on the page it was stated that it was a ***** auction with no reserve. I was the high bidder with three days left. The auction ended by this website pulling the listing and stating "reserve has not been met." I contacted the seller and was told that the manufacturer told them to take the auction down or they'd lose their dealer status. I contacted gunbroker as well and was told that the seller had asked to take the ad down because they had uploaded the wrong pictures. I responded that was not the reason and copied the email response from the seller. ********* said they'd look into this. I never received a response until I contacted ********* again. They said that the item was removed due to a manufacturer policy and that gunbroker had set the system to remove the listing at for not meeting the reserve. Had I won the auction and said that I couldn't because it violated some policy not associated with the auction, I would have been forced to pay. Instead both parties gave me snarky responses because they know there are no consequences to their lack of honor.

  

  Business Response

  Date: 04/18/2024

  We have reached out to the customer via Support Ticket ?#*******? with an explanation of why the listing was removed as well as why they were not able to win the item. 

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21584729
  
  I am rejecting this response because:

  In other words GunBroker is saying that third parties can control contracts they are not part of. Or bid on an item on GunBroker and there is 0 guarantee we will hold our word or that you will actually get the gun. This is just a game for us to get paid. This is not how contracts work. You can't say there is no reserve and it is a ***** auction but set an artificially high limit on the auction so that the seller or GunBroker can change the rules at any moment. If only one party is bound, there is no contract. All over this auction page it stated high bidder wins no matter what. It doesn't say as long as Sig ***** approves. I am not bound by Sig and neither is GunBroker. ********* should be banned from the site. What they should have said is yes *** wanted us to take it down but please call us so we can help make it up to you. Instead both parties tried to hide and ignore me.

   

  In fact, GunBroker lied to BBB in their response. GunBroker initially told me that they took the listing down because ********* said that it was the wrong pictures. GunBroker lied to me because they knew they were wrong and tried to hide it. I have attached a copy of that correspondence. This is not a company to do business with because they will not honor contracts.

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

  

  Business Response

  Date: 04/18/2024

  We have responded to the customer's rejection and further explained our stance on the matter in Ticket 2124509. 

• Initial Complaint

  Date:04/10/2024

  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 ordered and paid for a gun from one of their sellers *********** **** and the seller said they issued a refund and I never got my money or the gun. I asked ********* to step in and they said that I can't file a complaint because it states a refund was issued but I never got the money from their seller *********** ****. I'm hoping the bbb can step in and help

  

  Business Response

  Date: 04/11/2024

  The customer has not opened any support tickets with GunBroker.com concerning this issue. The transaction took place on 4/2/2024. The buyer cancelled the order on 4/3/2024. The seller stated in the documentation provided to this claim that the refund could take up to 5 business days to process. That means that the payment could show up as late as 4/10/2024. The *** claim that the customer attempted to start was not within date range yet, since the claim cannot be filed before 15 days have passed since the transaction was completed. The claim also requires a customer to provide a denial letter from their credit card company for a dispute against the seller. We have reached out to the customer via a support ticket to inquire if they have received their refund as of yet. If not, we have advised them to contact their financial institute to inquire about the status of the refund and if that is not in holding or being processed, to dispute the charge from the seller. 

• Initial Complaint

  Date:04/09/2024

  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 recently won a gun on gunbroker.com, and when I tried to purchase the item I had won I immediately received an error message telling me that my card was not charged and that I had entered something incorrectly so I immediately tried again. I triple checked all the information before I submitted it again, and after submitting it I immediately received the same message that my card was invalid and that it was not charged. I then contacted my bank only to find out that I had been charged both times which completely drained my bank account from being double charged and yet the payment still had not gone through to the seller that was selling the item through gunbroker. I contacted the seller who informed me that he had seen this happen and that it was an issue on gunbrokers site and that they had never received the payment, so I contacted gunbroker only to receive multiple responses pointing the finger at me, my bank, and the seller. I then contacted the seller and my bank again to make sure that it was nothing on that end and the seller assured me that its an error on gunbrokers site yet I cannot get any resolution from gunbroker other than finger pointing at everyone else.

  

  Business Response

  Date: 04/10/2024

  We have escalated the issue and we have responded to the customers inquiry within ticket #*******?

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21553148
  
  I am rejecting this response because: Ive emailed them multiple times only for them to point the finger at me and my financial institution, and the seller that is selling the item through gunbroker. I have spoke to my financial institution and the seller and both have stated it is not due to anything they have done. The seller stated that they have seen this before and it is due to gunbrokers website. It is almost impossible to get anyone at gunbroker to take you serious or help in any way other than to point fingers at everyone but themselves. I live paycheck to paycheck so this has caused a lot of problem for me financially and they obviously do not care.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 04/11/2024

  I have investigated this claim and I have responded to the customer's internal support ticket to attempt to work through this matter. The issue began on 4/8/2024. Today is 4/11/2024, we are in communication with the customer and the seller to determine what is causing the customer's issue. 

• Initial Complaint

  Date:04/08/2024

  Type:Customer Service 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.

  Between April 3 and April 8, I provided everything (sensitive PII) requested multiple times to activate my account, back and forth, via customer "support" emails, just to receive: "Unfortunately, we are unable to verify your information, and your account is unable to be activated." What does that mean? No explanation as to why not. Nothing telling me anything was inaccurate or insufficient. I'm happy to comply as I have already, just tell me why and I will give you what you need for verification. After 8 emails it seems this company is just trying harder to not do their job than simply doing what they are supposed to do which probably would have taken less effort in the long run.

  

  Business Response

  Date: 04/08/2024

  We were unable to find any account or communication from the customer's provided information. We reached out to the customer via Ticket ?#*******? inquiring about the issue that they are encountering. 

  Customer Answer

  Date: 04/11/2024

   
  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:03/20/2024

  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.

  The buyer received the incorrect shipping address. I provided ********* the correct address, so I have no idea how an address for an order I used 3 years ago wound up getting to the seller, but it did somehow. My item was sent to the wrong FFL dealer, so the shop that has the gun wants $60 for transfer fee and shipping. I shouldn't have to pay these fees twice because of a mistake I did not make. ********* has sent me one reply so far on my support ticket, but haven't responded to my response in 2 hours. It is nearly 5PM and I do not want this issue to carry over to tomorrow. I really need to learn to stop trading through companies that do not have a phone number. As far as I know, this Gunbroker.com is a criminal operation/scam. When I receive what I paid for, I will retract that comment.

  

  Business Response

  Date: 03/27/2024

  We have responded to the customer within a support ticket with our resolution to this matter. 

• Initial Complaint

  Date:02/21/2024

  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 an item from them off of Gunbroker.com. They called me 2/19/24 to let me know that they did not have my item in stock and that they could offer me another item. I was driving home and told them "that would be fine" when I get home I see that the item is $175 cheaper. I called them back and they said they would not be able to refund the difference. I asked to cancel the order as they had not shipped it. They refused. Item has not shipped and I would like a full refund.

  

  Business Response

  Date: 02/26/2024

  We have opened a support ticket with instructions on how the customer should proceed. We do not see any support tickets opened with the customer requesting support with this issue previously. 

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21321425
  
  I will NEVER use gunbroker again. Just buy locally. I thought you were like **** or such where my purchase was guaranteed. Obviously not. Live and learn. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 02/29/2024

  We opened support Ticket #******* to the customer with step by step instructions on how to proceed with the issue they are having. The customer has still not responded to the support ticket with the instructions. 

• Initial Complaint

  Date:02/15/2024

  Type:Sales and Advertising 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 filed a Buyers Protection Plan (BPP) claim with Gunbroker on 11/02/2023 and there has been no action from Gunbroker for over 3 months. Seller of a rifle grossly and intentionally misrepresented an item that had been poorly rebuilt with incorrect parts. Rifle assembly is loose and dangerous due to bad fitment and wrong parts including barrel, **** stock, and rear sight, cannot be repaired or corrected. Seller refused to refund or assist in resolving, so I filed a claim with ********** buyer protection plan which is supposed to assist me and provide partial refund. Claim regarding item ********** was filed on 11/02/23, on 11/7/23 all required documents were faxed to Gunbroker including 1. original listing and photos 2. proof of payment 3. pictures as received by buyer 4. email correspondence with seller.On 11/8/23 an email was received requesting me to upload the above documents via email. The same documents were submitted via email on 11/08/23. Since 11/8/23 there has been no update or action from Gunbroker. Claim status still shows waiting on buyer as of 02/15/2024. I have tried emailing request for update by directly responding to Gunbroker support BPP claim email on 11/16/23, 12/17/23, 1/19/24 and submitting a new request ticket through gunbroker support on 1/19/2023. Gunbrokers BPP is supposed to help in this exact situation, but they have ignored and failed to respond or make any corrective action in over 3 months time.

  

  Business Response

  Date: 02/19/2024

  We have responded to the customer's inquiry about the claim. We have reached out to the seller to move the claim along. We are awaiting the seller's response. 

• Initial Complaint

  Date:01/24/2024

  Type:Billing 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 a business/seller account the Gunbroker and I tried to update my Credit card on file to pay my bill and it says I attempted too many times now my account is locked. I am trying to get me account unlocked so I can conduct business as I have customers waiting. I have emailed several times and tried to call the phone number listed which goes no where as I just hangs up on you. I am just trying to get someone to unlock my account so I can pay my bill and get business done. They have been very unresponsive to say the least

  

  Business Response

  Date: 01/30/2024

  We do see that this customer's account has been moved to status active and their payment methods have been validated on their account. 

  Customer Answer

  Date: 01/30/2024

   
  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:12/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a gun online (my 5th purchase from them) from Gunbroker, unbeknown to me, my FFL was unaware his license had lapsed and would be a week before he could accept any deliveries. I sent an email to the seller with the name of a new FFL the same day I sent him my payment of $873.00 its been over a week now. The seller will not return any of my emails or texts or phone calls. GunBroker provides NO HELP WHATSOEVER. On their site it says We cannot force a seller to deliver your Gun I have absolutely no recourse whatsoever. Basically Im out $873. What a Scam!! Stay away from this company!!!! I also have copies of the payment and emails.

  

  Business Response

  Date: 01/02/2024

  We have opened a ticket to the customer to provide support for the issue. We do not see that the customer opened any support tickets in regards to this matter. 

• Initial Complaint

  Date:12/25/2023

  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 listed a firearm for sale on GunBroker (listing #**********) which was completed on 11/14/23. The buyer paid immediately and the item was delivered but I haven't received the funds due me ($1,643.10). GunBroker has my banking information for the deposit and in fact, debited the same bank account for extra services fees associated with this auction.I submitted a customer service ticket (#******** and follow up ticket (#*******) but have received virtually no responses to my multiple inquiries regarding this issue. The only relevant response was on an email on 12/4/23 where the ** rep responding stated Your funds are currently still sitting in an escrow account and, We've have a few instances of this and we are working on a solution so it does not happen in the future. I have also called the *************************** but after an automatic answer and moving through the telephone tree to the customer service option, the call is disconnected.Ive been a GunBroker seller and buyer for decades and have patiently pursued a solution to this issue. I hope we can resolve this matter but we are unfortunately running out of amicable options as stated in my last (unanswered) email to ************************** on 12/19/********* for the opportunity to have the BBB try to resolve this issue.

  

  Business Response

  Date: 01/02/2024

  We have reached out to the customer via the ticket that they opened and offered a resolution to the issue. 

  Customer Answer

  Date: 01/02/2024

  I received a call from GunBroker today.  They asked (by an attached form)for confirmation of checking account number, bank routing information, and a voided check.  I provided these via email today.

  I won't be able  accept their response until I receive the funds due me.  Hopefully, that will be soon.

  Thanks again for your assistance,

   

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

  Customer Answer

  Date: 01/05/2024

  I received the funds due me from GunBroker and I now consider this complaint resolved. Thank you for your invaluable assistance.  I had been trying to get this resolved for nearly two months with virtually no progress and the business resolved it within 24 hours after BBBs contacting them.

  

  Business Response

  Date: 01/16/2024

  This has been resolved with the customer and the customer has been satisfied. 

  Customer Answer

  Date: 01/17/2024

   
  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,
  
  *******************