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:02/26/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 magazines in 2016 and stored them a climate controlled room until 5 days ago. Took them out of rap, loaded them and went to range only to find that the feed lips are cracking. Upon looking into it it turns out CZ had an issue with with their 2014/2015 manufactured ones which all mine are. Up until a few years ago from everything I could find they were replacing them for customers since it was a manufacturers defect. I called them today Feb 26 and was told by a very arrogant and rude customer service representative that it wasn't CZ's faulty manufacturing process but but that they were 10 years old and THATS why the feed lips were cracking after only being loaded for less than 12 hours. For obvious reasons this excuse makes 0 sense considering an unloaded magazine that's still in the original wrap and stored properly would still be good to go decades later (ever hear of military surplus and leo trade in magazines). So this incredibly rude customer service representative says his supervisor whom he just talked to said no they won't fix the issue and when I requested to talk to the supervisor he had spoke to 30 seconds ago I was sent to a voicemail. This is Unacceptable both in the lack of quality in their products but also in how they treat customers who spent a lot of money on said products.

• Initial Complaint

  Date:01/21/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 CZ Trail 600 in 300BLK on 10/22/23. My initial experience with it required the bolt to be sent back to CZ for adjustment. The following hunting season, I experienced a failure of all OEM CZ mags to work in the rifle. A $100 rebate offered by CZ at the time of my purchase was not honored, and CZ has failed to resolve this (for myself and others, as they stated on a phone call they knew of other customers not receiving the rebate). After sending my rifle in for warranty work, I was advised it needed a new barrel, that the shop OEM mags did not work, that the stock will always wiggle when extended. Note, this rifle was purchased new from ******* ********, and was only fired minimally in order to test the mags (approx. 25rds). To be advised that my new rifle needed a new barrel, that OEM mags will not work, that the stock will always be loose when extended (i.e. unsafe), means that this rifle absolutely did not live up to its manufacturer specs, but also has been greatly diminished in value beyond the norm due to a direct lack of CZ quality control. In reviewing other concerns online, there has been a breakdown at CZ for likely the last two years. If other customers were denied their $100 rebate, that alone is a financial issue worth checking into because SOMEONE benefited from those rebates not being honored. And, having spent $1k+ on a new rifle and magazines, to have its utility and value exceptionally diminished, is difficult to accept. No one @ CZ cs really seems to want to resolve things other than process a standard warranty claim with significant neg results that are clearly not the purchasers fault, but are due to low manufacturing standards and absent quality control. Fit and fitment were not affected by the purchaser; these defects are inherent in the poor QC and workmanship of the rifle. An item sold as new should not be in such condition. In reflection, a replacement should have been offered, as it is currently less safe with the loose stock.

  Customer Answer

  Date: 01/22/2025

  The rifle was still under warranty. However, the update sent to me yesterday stated that it was getting a whole new barrel, and that OEM magazines that the shop used did not work. If the attachment sent on the initial complaint is read, that summarizes the warranty work performed, which shows that a brand new rifle was drastically altered and reduced in value. Also, it will show that CZ has not supported their $100 rebate to myself and likely other people. 

• Initial Complaint

  Date:01/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 P09 is messed up because I can't break the parts in the frame down. Anymore pressure on the sear and it is going to break. Put in a warranty request to get it in and inspected to see why it wouldn't break down. The gun has all factory parts in it currently but because I was wanting to put in a better trigger CZ told me they were not approving the warranty service because I planned on modifying it. Horrible customer service to deny a request that involves the firearm in 100% stock form. I even returned my trigger kit for a refund just so I can get my gun fixed and they still won't help.

• Initial Complaint

  Date:10/30/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 called the company 10/30/2024 at 1545 CST. The person that I was connected to on the phone was very rude and kept speaking over me. I called to try and get some measurements of a firearm that they produce. The conversation got a little heated and the employee ended by hanging up the phone on me. I have never been treated with such disrespect. This company needs to reevaluate who they allow into customer service.

• Initial Complaint

  Date:08/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  2 months after purchasing a left handed 457 american chambered in 22lr. Serial number *******. It developed a crack in the stock causing the sling lug to come out.
  
  I reached out to see if it would qualify for the warranty and I was told it would and the repair would take around one month, so I waited until the beginning of 2024 due to some competitions I was going to have with some friends of mine. They received it on 3/1/2024.
  
  They changed the warranty tracking system so my tracking number changed to ****. Everytime I have called I have been told a replacement stock will be on the next shipment and we will get your firearm back. Once I asked for a refund or a replacement I was then told the damage is not covered under warranty, when I asked to speak to a supervisor I was sent to a voicemail amd I have not received a call back.
  
  It has now been almost a year since I purchased the firearm and mot of the time it has been "one month away"

• Initial Complaint

  Date:06/27/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Bought a new Shotgun from CZ-USA and the firearm was not finished. I contacted them and was told new parts had been shipped, I never received the parts. Contacted them again and was told they would send the parts, I never received them either.

• Initial Complaint

  Date:06/17/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 a brand new Dan Wesson Valor Bob two-tone on 3/5/2024.
  
  Sent back to CZ-USA for warranty repair on 04/04/2024. After 2.5 months I received a package from them containing someone else's firearm (CZ 75). My Firearm cost $1900 the one they sent me to cost around $700 and belonged to someone else. I have emailed customer support and warranty support and have not gotten any responses.
  
  This is unsatisfactory customer service and I would like to know where my firearm is and what the status is. Will they replace it with a new one if they lose it? I have no idea as they have not responded to my emails. Cannot get through to their Customer Service numbers. Called twice and stayed on hold for over an hours then got disconnected each time.

  Customer Answer

  Date: 06/29/2024

  Hello BBB Team. 

  I was finally contacted by custoemr Service at CZ-USA and they had me return the other persons CZ75 and got mine back from him. They did an inspection to verify there was no other damage and sent my repaired Dan Wesson V-Bob back to me.

  This issue can be closed. I am not happy with the time it took to resolve but I am happy that is is resolved and I have my firearm back and in working condition.

  Suggestion for CZ-USA.. EXPAND your Customer Service and Warranty work teams. I am a Service Delivery Manager by profession and the most basic of searches shows hundreds of compaints concerning the time frame to have warranty work sent back.

  Thank you,

   

   

• Initial Complaint

  Date:05/28/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 a CZ-457-Varmint .17 hmr rifle on 11/11/2023. Picked up the firearm on 11/21/2023 brought it home, unpacked it and put it into my gunsafe awaiting the arrival of my rifle scope I had just ordered. Finally received my scope on 12/4/2023 and as I was in the process of mounting the scope, that’s when I noticed that there was a hair line crack on the rifle stock underneath the bolt handle. So I contacted CZ-USA by phone that same day explaining to them what had happened and the customer rep insisted that I go on to their web page and file a warranty claim so I did that and sent my rifle in on 12/7/2023. They sent me confirmation that the item was received on 12/14/2023 and that they are working on replacing the stock and their typical return time is 4-6 weeks. I waited 8 weeks before I contacted them and was told that they are still waiting for the part. So again I waited patiently for an additional 14 weeks, for a total of 22 weeks before contacting them again and got the same response… that they’re still waiting on the part to arrive! As of today, it’s been a total of 24 weeks since the date they received my rifle I sent in fora simple warranty repair so given the timeframe and terrible customer service I’ve received throughout this process… at this point I no longer want the rifle nor do I want anything to do with this company going further. I would just like a full refund

• Initial Complaint

  Date:05/24/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 placed an order for three CZ 75 compact fifteen round magazines on April 29, 2024 from the CZ-USA website. The website indicated that the magazines were in stock.
  
  After three prior attempts to call the CZ-USA customer service number and being given an estimated wait time over an hour, on May 14, having still not received the magazines or even a shipping notification, I waited 40 minutes to speak to a customer service agent. He informed me that he wasn't sure what happened with my order or why it hadn't gone out yet but that he was going to walk over to the warehouse and make sure the order got processed and that I should receive a shipping notification via email within 24-48 hours. I asked if they were willing to do anything to compensate for their mistake like a partial refund, free shipping, a free magazine, etc. The agent said that he would speak with his supervisor and his supervisor would reach out to me.
  
  On May 17, having not received a shipping notification or any communication from CZ-USA regarding my order I called their customer service number again. The wait this time was only about 20 minutes. The customer service agent I spoke with this time informed me there was a problem with their shipping software and some orders didn't go out but that he would make sure my order was processed and I should get a shipping notification within 24-48 hours. I requested a full refund of my order. The agent informed me that because the order hadn't shipped my card hadn't been charged yet. There was no apology, no attempt to send the order with out charge, no attempt to rectify their mistake whatsoever. The next day I got an email notification that my card had been refunded.
  
  My attempts to find these magazines elsewhere have all failed. They are out of stock everywhere. Why is CZ having such a hard time producing magazines for their firearms?

• Initial Complaint

  Date:04/30/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 a barrel and shroud for a Dan Wesson pistol om April 7, 2024. I have not received the item, I tried calling customer service and sent e-mails without being able to resolve the issue.