ComplaintsforKYGUNCO/ Kentucky Gun Co.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a FN 509 cc Edge they shot this gun multiple times. Then proceeded to tell me it was the manufacture. Said they would send a replacement. Would be 1-2 weeks, I said that was fine. One week went by so I called and spoke with a guy there, He said they just received the new firearm. They would send it out the next day. Today I get a phone call from Danelle that they received the old firearm and they would clean it and send it back to me. So I asked when they said they would get me a replacement and now what has changed? They are back tracking to just clean the old one and send it back to me. Not standing behind their word is not trust worthy while spending 1300 dollars with them. So now I am weeks out to get the same gun I could have cleaned myself. Could have told me up front they weren’t going to get me a replacement that they would just clean it.

  

  Business response

  02/02/2023

  The firearm purchased from us was an FN 509 CC Edge. We were under the impression this firearm was very dirty and had carbon build up. Once the firearm arrived at KYGUNCO, we immediately inspected the firearm to determine if we were able to fix the issue or if we needed to send this model back to the factory. The condition of the FN 509 when it arrived at KYGUNCO was immaculate. The firearm did not have residue or carbon build up. We had our gunsmith look at this firearm to confirm that as well. Although we didn’t find anything defective with the firearm, we cleaned it and contacted the customer to explain what was going on. Our ETA from FN extended to over 60 days. Since the firearm was still brand new and freshly cleaned, we decided there was nothing wrong with this firearm and offered it back to the customer at no additional cost for shipping or extra payment. We did apologize for the inconvenience and even offered to keep our order open with FN along with offering a full refund to the customer. – Neither of the choses were chosen and the customer asked us to send the firearm back to them. We complied and sent the freshly cleaned, brand new in box, firearm back to the customer. 

• Initial Complaint

  06/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Order #****-****-***** was put in and paid for 5/30/22. Order is still on processing status. ******* should have delivered item already. Requested cancellation of order and immediate reimbursement a day or two ago without avail or acknowledgment of my request.

  

  Business response

  06/10/2022

  *****,
                  I want to apologize for not receiving your email request to cancel your order. We are more than happy to cancel this order and issue a full refund back to you. We did send you an email to inform you that the item #****** for the ****** **** was logged into our system incorrectly. We do have these Taurus’ on order and they will arrive within 3 weeks. I do understand that since you have waited this long, that you might not want to wait any longer. Please email us at info@*******.com to resolve this issue with us. Again, I do apologize.

  Customer response

  06/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  ******* never provided me an email informing me of committing the mistake mentioned in your response to BBB.  I do not want to continue dealing with your bullshit.  Reimburse my money immediately.
  
  Regards,
  
  ***** *********

  

  Business response

  06/14/2022

  *****,

   

    We have cancelled that order and issued a full refund on your behalf. We do apologize for the delay in shipping and response. 

  Customer response

  06/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  i want to keep complaint open until I receive the reimbursement.  As of now, I have not received my money back.
  
  Regards,
  
  ***** *********

• Initial Complaint

  04/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I payed 234 for a gsg firefly. I had it shipped to **** *** ****.when I recived conformation that it had arrived after waiting an hour for my background check just for them to have them say ur denied. I want to know how I can get my money or product. Basically I walked out with nothing. I have reached out ro the company but no reply. I'm currently waiting for an appeal. **** ******* said they would hold the fun for 30-60 days. But the website said it would be sent back in 7 days

  

  Business response

  04/08/2022

  ********,

    We apologize that you were denied at your local dealer. We have responded back to your emails with a prepaid return label to provide to **** *** ****s. Once they receive the return label and ship the firearm back to us, we process the return and refund at that point. We do not process refunds until we have the product back at our facility. If you are having issues opening the attachment or forwarding that email to **** ***, please let us know and we can see if we can reach out to them for you.

• Initial Complaint

  07/19/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I bought a handgun from KyGunCo on July 8, 2021 (order number ******). KyGunCo has cashed my check, my local firearm dealer has sent in the required paperwork for the transaction. KyGunCo has indicated to me that "You are in line to ship", and then a week later indicated they do not have this item in stock. Selling products that are not in stock is not an acceptable behavior for online vendors. See the attached documented evidence. Please help resolve this case. Have the item delivered ASAP in factory new condition. Thanks!

  

  Business response

  07/19/2021

  We had this item logged in wrong and notified the customer once the issue was discovered. We have more on order and notified the customer that they would be in stock within the next 90-120 days. Attached is the email sent to the customer. Customer had the option of cancelling and getting a full refund or holding the order open. The customer had not followed up, so the order was held open. We are happy to fulfill the order once we have the item back in stock or we are able to issue a full refund to the customer.

  Customer response

  07/19/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Online vendors typically charger customer when they are ready to ship or have shipped item. It does not make sense to charge customer and then tell them the item is out of stock. KyGunCo needs to make it right by delivering in 1 month, not 3-4 months.
  
  Regards,
  
  ** *****

  Customer response

  08/11/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Kentucky Gun Company (KYGUNCO) advertised online for an item they did not have in stock (false advertisement). After I made the purchase and they promptly cashed my check, they told me this item was never in stock. They asked me to wait for 90-120 days for their next "fulfillment", essentially using customer fund to finance their back order. I said no, please refund. Customer service head **** ***** ******** promised repetitively that they would refund promptly, but 3 weeks has passed, no refund. Asked them to fedex the check, and they gave me a go-around again. Contacted company president/owner ******* ****** with no avail. I previously complained to BBB and KYGUNCO agreed to cancel order and refund. This is a new complaint because they have failed to refund. Please see my attachment for evidence. I request a refund]
  
  Regards,
  
  ****** *****

  

  Business response

  08/11/2021

  We spoke to the customer on 8/10/2021 regarding this issue. A refund check was mailed on 7/26/2021 and has not yet been cashed. Our accounting department verified the check number and the date the check was mailed. The customer stated he had not received any envelope or check with our red logo on it; we advised the customer that our refund checks do not have our red logo and look like a regular check. The customer requested that we resend the check with a tracking number. The refund check was reissued and a tracking number has been sent to the customer. Refund check is scheduled to be delivered on 8/12/2021.  

  Customer response

  08/12/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *****
  
  

  ---

  
  
   
  

• Initial Complaint

  07/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a firearm from KY Gun Co on 7/07/2021 order # ****** The firearm I received was a completely different model and I know that since I was supposed to check the rifle before completing the ffl that they will claim that I cannot get a refund but I didn’t purchase the rifle they sent me I purchased the one I chose online and since I didn’t receive the product I chose to buy for over 1300$ I want a refund or the proper parts to make the rifle the way it was intended. If the rifle wasn’t available then they shouldn’t have advertised it. Something told me to go with a more reputable site but they had the right firearm at the right price. 1300 bucks is a lot to not get what you paid for. Will not recommend this place to anyone unless they can do the honest thing and make it right.

  

  Business response

  07/15/2021

  We have attempted to contact the customer via email to determine if they received the incorrect model/item. As of now, the customer has not responded. Once we are able to determine if the incorrect model/item was received, we will be able to proceed with this issue.

  Customer response

  07/15/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I tried to be fair and give the benefit of the doubt, but when I was basically told I can’t read and that the company who makes the rifle is responsible for their lack of honesty was the final straw. Quite frankly it was insulting. I have all the proof posted here that this is not the rifle I was shown online and not the rifle I THOUGHT I was purchasing. I have warned the manufacturer of this companies shady business dealings. I will file a false advertisement suit unless something is done about this. I politely asked for the sights foregrip and muzzle brake that was intended with the rifle that doesn’t even include the different stock and grip and charging handle but I can live without that so I didn’t ask for those I just wanted to be able to shoot the gun I paid 1300 dollars for but I guess it will take a lawsuit to get it on the range. you by law deceived me and then basically told me I’m stupid and can’t read. I guess you don’t assume I have recipes and everything? I will never order here again. 
  Regards,
  
  **** ******

• Initial Complaint

  06/23/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased ammo on there website on 6/18/21. Payment went through and got a confirmation email confirming the purchase. On 6/21/21 they canceled the order saying they had a system glitch and pricing error. They then raised the price 3 different times after that in less than 24 hours.

  

  Business response

  06/23/2021

  There was a glitch on our website where 1000 rounds of 9mm ammunition was listed at the individual, 50 round box price. Boxes of 50 sell for $27.99 while cases of 1000 sell for $559.80. This error was corrected, all customers who purchased this item were notified and issued full refunds.

  Customer response

  06/23/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  ******* *******

• Initial Complaint

  06/14/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My complaint stems from an online order I placed (*********) with KYGunCo on Apr 16, 2021 for a ******** 940 JM Pro shotgun. Planned to use for 3-gun and I know several individuals who have similar setups in the state. KYGunCo refused to ship to my state due to misinterpretation of state laws--I even offered alternatives and provided pics of the same extension tubes on shotguns for sale in local ********. Essentially a forced cancellation of a legal order they would not fulfill and then charged me a 10% restocking fee despite telling me initially “If the item that is on your order has one or more of the following, this is the reason we cannot ship this to you. We can change the item that is on your order to comply with your state laws or we can cancel the order and issue a full refund. Please let us know asap what you would like to do with your order.” Extremely unethical business practices that violate the spirit and intent of restocking penalties. Read attachment for full story.

  

  Business response

  06/15/2021

  The item the customer ordered was not eligible to ship to his state per the manufacturer and he was advised of this multiple times. We offered state compliant items and the customer refused. Our website states that cancelled orders incur a 10% restocking fee. The customer agreed to this and the rest of the terms and conditions when placing the order online. A refund check less the 10% restocking fee was issued and the customer complained. Per the business owner, refund check ***** was issued on June 10, 2021 for the restocking fee. 

  Customer response

  06/15/2021

  Better Business Bureau:
  
  This explanation is absolutely ludicrous.  I was offered numerous alternative compliant items?  When and where did that happen?  Yes, you told me incorrectly numerous times that the item I ordered could not be shipped to my state, which was not even valid or correct.  I told you numerous times it could be shipped to me and even sent you pictures of those same extensions on shotguns for sale locally, so don’t try to use some “babe in the woods” routine on me.  I guess you are using as your business model the ol’ P.T. Barnum adage that a sucker is born every minute. So riddle me this, why did I get this initial response sent to me: “If the item that is on your order has one or more of the following, this is the reason we cannot ship this to you. We can change the item that is on your order to comply with your state laws or we can cancel the order and issue a full refund. Please let us know asap what you would like to do with your order.” 

  What part of a “full refund” are you having trouble comprehending?  I cannot believe that your owner and managers are copacetic with these unethical business practices. Why would you even allow me to order something that cannot be shipped to my state anyways?  Is this some type of shakedown operation whereby you allow customers to order items, then won’t ship said items and subsequently you bilk them for a 10% restocking fee for stuff that doesn’t even leave your store? This behavior is despicable and borders on criminal.  I didn’t realize that KYGunCo operated on pure, unadulterated greed.  It is nice to know that you treat your loyal and dedicated customers with such contempt and dismissiveness.
  

  This is not even really about the dollars at this point, but about principles. If you don’t want to do what is right, then that is on you, however, just be aware that I will broadcast your crookedness via every media outlet I can so no more gullible customers will have their pockets picked by you.
  
  
  
  

  

  Business response

  06/16/2021

  The customer's order that was unable to be fulfilled was a total of $957.89. A full refund has been issued to this customer. His card was credited back in the amount of $862.10 on April 19th and check #***** was issued June 10th for the remaining $95.79. If the customer has not received the check for $95.79 yet, he should be receiving it any day now. We were unable to fulfill his order since the item he requested is not compliant in his state per the manufacturer.

  Customer response

  06/16/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *** *******
  
  

  ---

  Thank you. I am glad that we were able to resolve this issue peaceably so I can continue to do more business with you guys in the future.  I would have had no problem with you keeping a 10% restocking fee if I had just outright canceled the order on my own accord, say, if I had just changed my mind, in fact, I would expect that.   I have yet to receive the residual check for the outstanding amount, but hopefully it will arrive any day now. You could have even just applied that to a store credit. 

  I appreciate the quick response.

  Regards,

  **

  
   

  
  

*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. ↩