ComplaintsforBrownells, Inc.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for a YHM Black diamond upper receiver on February 25 (shipped on 26th). It had multiple issues when I shot it (not even 20 rounds). I started the return process and sent the item back on April 1. I received an email at 8:53 a.m. on April 4 saying it had been returned and that I should receive my estimated refund of $629.99 in 4-7 business days. Today is April 11 and no refund, no email, nothing on my brownells account in the returned section. I called and spoke to a CS rep, and was told that it's 4-7 days after they open the package which may not get opened for another few days after they receive it. I asked about how many more days I should be expecting a refund, and she told me that they "just got to the pallet mine was on and it should probably be Wednesday (April 17) at the latest." I told her that they may want to update their website to let people know that they may have to wait an unknown amount of time to get their refund, apparently since the time doesn't start as the email states, but when they get around to opening the package. I would like to receive what I paid in whole including taxes and shipping which equals the total of $687.99 and not just an estimated refund of the item cost.

  

  Business response

  04/11/2024

  ********************** return was processed today, he will see two refunds on his card.  One for the merchandise and one for shipping and shipping protection.

   

  Customer response

  04/12/2024

   
  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

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  04/06/24 False advertising via email (clickbait).I received an email from Brownells that stated there was a weekend-only deal for ammunition. The top item list was for Remmintin 9mm ammunition for $0.00 with no limit listed in the email advertisement. When I clicked on the item inthe email it took me to ********** website where the items price was $33.99 per unit. I contacted Brownells via live chat and was told that they would not honor the price for the item. Please see the screenshot ofthe email and the chat script. I did not complete the purchase as the price was not what they advertised.

  

  Business response

  04/08/2024

  The pricing error in the email was resolved shortly after it was identified.  This was human error with no intent to deceive our customers.  As ****************** mentioned, the correct price was listed on the Brownells website.   

  Customer response

  04/08/2024

   
  Complaint: 21540306
  
  I am rejecting this response because:

  The cause of the error does not affect how it is view by the people that see it. Nor does it absolve the company of their responsibility to honor the price in this case. In the attached script from Brownells representative I was plain that the error was not widely known. If it was then an email could of been sent to all customers explaining the error and correcting problem. 
  
  Sincerely,
  
  ***********************

  

  Business response

  04/15/2024

  The error was brought to our attention by you, and we appreciate you letting us know. The price was correct on our website, and we informed you when you contacted us, we were unable to honor a $0 price. The price was corrected and customers who had not opened the email yet would see the correct price. 

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Brownells uses a *** locator map so customers can see where an *** is located. The *** for business, *********************** shows it in the incorrect location. The map pin is not accurate and off by several miles. They have been contacted numerous times regarding this. At first they argued and said it was correct when it wasn't. They the said they would look into it. Now they are not replying at all and have not correct it. I advised them I would follow up with a BBB complaint if they didn't address it and they haven't. See the attached map diagram. It shows where is wrong and where it should be.

  

  Business response

  02/08/2024

  Brownells FFL locator pulls from ****** Maps, our internal developers are looking into why it is not showing appropriately. 

   

  Customer response

  02/09/2024

   
  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.
  

  I was made aware yesterday that it as finally been corrected. I verified same on the website. I can consider this closed.
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid for 2 day guarantee delivery. The shipment did not come within the 2 business days as promised. When i called them about the issue and requested a refund, they basically told me to kick rocks and it is not their problem. This is extremely unprofessional. No matter what the reason for the delay was, if I paid for 2 day guaranteed shipping, it should be honored, and refunded if it is failed.Order was made on January 7th, ****. Item shipped on January 7th, ****. Item did not arrive on January 10th **** like promised.

  

  Business response

  01/16/2024

  In looking into this complaint, it appears the order was held up in ****************. No specific reason was given; however, we have been having severe weather in this area that could cause delays. Tracking shows the package was delivered on 1/11 at 2:49 pm.  A refund has been issued for the difference between the shipping option ******** selected and the shipping service he received. To get the refund requested, ******** will need to return the product. 

   

   

• Initial Complaint

  01/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Subject: Unacceptable Wait Time for Order #********** Dear [Customer Service],I hope this email finds you well. I am writing to express my deep disappointment and frustration regarding the excessive wait time I've experienced for my recent order, #**********, placed on January 4, 2024.Despite the product, a MK18 STRIPPED SOCOM UPPER RECEIVER W/ HANDGUARD, being initially listed as "In Stock" during the order, there has been an unacceptable delay in the shipping process. As of now, I have not received any updates or tracking information, and the lack of communication is disheartening.I opted for the Standard Plus **** delivery method, expecting a reasonable processing and shipping timeframe. However, the extended delay is causing significant inconvenience, impacting my trust in your company's commitment to timely service.I kindly request urgent attention to this matter, with a clear explanation for the delay and an estimated shipping date. It is crucial to maintain open communication with customers to ensure transparency and satisfaction.I appreciate your prompt resolution to this issue and look forward to a timely update.Sincerely,******************* Customer Number: **********

  

  Business response

  01/08/2024

  In looking into this situation, order ********** was received on 1/4/2, it went into process on 1/5/24 and shows **** tracking (**********************) was assigned on Sunday, 1/7/24.  This should be picked up by the carrier today as they do not pick up from our facility over the weekend.  Our warehouse is currently a few days behind in processing orders due to the influx of orders received over the past two holidays and is working extra hours to compensate for this.  We attempt to process and ship all orders within 48 hours of receipt. 

  Customer response

  01/08/2024

  Your explanation of the delay in processing and the carrier switch from ***** Ground to **** is unacceptable. I explicitly requested ***** Ground during a call, and this oversight is a clear deviation from my preferences.
  

  
  Considering the prolonged delay and the blatant disregard for my shipping choice, I demand a partial refund for the inconvenience caused. It is utterly frustrating to encounter such incompetence, and this situation only adds to the growing list of grievances with Brownells.
  
  I expect this matter to be addressed promptly, and your organization needs to take immediate corrective action to rectify these ongoing issues.
  
  Sincerely,
  
  *******************
  Customer Number: **********
  
  

  

  Business response

  01/16/2024

  A shipping refund was issued to ************** on 1/9/24.  

  Customer response

  01/16/2024

   
  Complaint: 21107412
  
  I am rejecting this response because:

  Yes I was refunded. A laughable $10.51 for their lowest of the low **** Ground Advantage shipping. I do not accept that amount as redemption the inconvenience caused by this. Today was day (16) since the order was placed. I will never ever return to Brownells ever. This entire experience was absolute garbage. Especially after spending $800 on a single line item and customer service completely dropping the ball. 

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

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted them after an order of 4 10 round magazines for **** socom. I noticed they took payment for $132.35 on December 28th 2023. Then noticed another charge for $131.56 occurred on the 4th of January ****. I called them to get it corrected and was told that I had to stop payment through my bank. I wasn't satisfied with the outcome of that and demanded to speak with a supervisor and was told (They were too busy at the moment but would have them call me back. I had that conversation at opening time and waited until almost closing time to follow up because I hadn't gotten a call. I talked with another representative that told me there were no notes on my account disputing any charges and eventually got hung up on when they knew I was upset. No curse words were said and still got hung up on. Wow!!! I noticed another email saying another charge for $131.56 is being processed for the same thing shortly after the last conversation. I am really upset and need help.

  

  Business response

  01/16/2024

  The extra charge seen by **************** is a pre-authorization and subsequent charge.  Brownells does pre-authorize the card to ensure sufficient funds are available. Once the order is processed, we will finalize the transaction. Bank Institutions hold this balance as unavailable from the individuals account until either the merchant completes the transaction, or the hold falls of. The fall off is when the bank renders the balance available again and can vary based up the type of card. Debit card authorization holds can fall off the account anywhere from 1-5 days after the finalized transaction date depending on the individual's bank policy. Credit card holds may last as long as 30 days, depending on the issuing bank. The pre-auth is automatically closed on our end once we finalize the transaction.  This was explained via chat and in a follow up telephone conversation.  I do apologize the initial agent **************** spoke to was unable to articulate this information.  **************** was also offered a Brownells gift card for the inconvenience, which he refused.

   

   

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a product from BROWNELLS website. The value is over $500.00 When I received he product it was previously owned/used and NOT in new condition. I confirmed this with the products manufacture in writing. I attempted to get an exchange and Brownells employee ***** said one was being sent out right after we spoke. The I did not receive and again contacted customer service and they disconnected me during a chat.Additionally they sold me an outdated version of the product.

  

  Business response

  01/02/2024

  ****************** has spoken to a member of the leadership team, a replacement order has been issued, order number **********, and is currently in the process of being shipped out. ****************** will receive tracking information via email once it is assigned to his replacement order.

   

   

• Initial Complaint

  12/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased an item from Burnells on December 3. I did not receive a tracking number only a receipt that showed item shipped on December 3. I never received the item. I called to ask for an update and was passed around the company directory with no results. I called back and talked to an individual in customer sales, who was rude and inappropriate. I then requested to have my account removed and I would no longer do business with ******** who I have been a customer with for quite a number of years. I still have yet to receive the item and I had to file a dispute with my credit card company. The results of that have not yet been completed

  

  Business response

  12/15/2023

  We do apologize for this issue.  A Support representative will be reaching out to ******************** today at the telephone number provided to get this resolved.

   

   

  Customer response

  12/15/2023

   
  Complaint: 21008738
  
  I am rejecting this response because:
  I have closed my account and dont expect them to respond as before. I can be reached at:

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

  

  Business response

  12/18/2023

   We do apologize that the initial contact made by ******************** was not responded to.  A support agent did reach out on 12/15 and left a voice message asking ******************** to let us know if he would rather have a replacement or a refund.  Later that day our Accounting team let us know a chargeback had been issued against this order.  As such, ******************** has been refunded for his purchase and no further action will be taken by Brownells.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I'm reaching out to seek assistance regarding issues Ive been having with Order Number: #**********.This order was originally cancelled on same day it was made due to actually being out of stock. At my request, the representative cancelled my order and stated a refund would be issued; this was placed with a debit card ran as credit, and thus, the funds were immediately deducted.However, almost two weeks had passed and I still hadnt gotten refunded on my account. A subsequent call had a supervisor push this through. However, after multiple attempts at contacting Brownells, the funds have still not hit my account over six months later. As the amount is over $1k, this is extremely frustrating, as Im out both the funds and merchandise. To date, none of their representatives have been able/willing to assist me in resolving this matter.All Im asking for is assistance in assuring that I get back the funds which were originally deducted from my order. My financial institution is also seeking the following to help finalize this transaction: provide information directly from the merchant where they show refund transaction was processed with date, time, authorization number, and card number used for refund.Again, Im trying to do my best in resolving this civilly and professionally with Brownells. I dont believe what Im asking for is unreasonable. Any assistance able to be provided in helping reach that conclusion is greatly appreciated.

  

  Business response

  12/21/2023

  A Brownells representative reached out to ****************** regarding the issue via email.  An explanation was provided regarding how the pre-authorization process works.  ****************** was also supplied with a letter to present to his bank in the event that the pre-authorization was still open on his account.

   

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Made an order and received in a timely manner. Shortly after receiving I initiated a return via the website for part of my order. I selected the incorrect portion of my order for return. I boxed up the correct portion for return, with the incorrect return label, and sent back. I realized my mistake after the package was en route. I have attempted to contact the company at least 5 times via the website customer service form, replying to emails received with my order, and calling. When calling, the call queue will state multiple people are waiting ahead of you, your wait time is over 25 min., select an option for call back. When choosing this option the call never comes. I would like the (2) orders of ********* (****** plus tax) refunded as they have already been shipped back.

  

  Business response

  11/13/2023

   I do apologize that ************** was unable to speak to a representative regarding this issue.  When the return is received in for processing the returns agent will compare items received in the package with what is listed on the return paperwork.  If they do not match the returns agent will identify the items they have and then search the customer's order history for those specific items and then will process the return accordingly.   In this instance a return was processed for two *********** on return order number 8000038609.  The refund for this return was issued back to the credit card used on the order  on 11/11/2023.  ************** should have received this email today and should see the credit shortly.

   

  Customer response

  11/13/2023

   
  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,
  
  *********************

*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. ↩