ComplaintsforBud's Gun Shop.com

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They are crooks. My son put a gun on layaway, he is a minor... Asked me if he could pay me 450 to use my card to order my Christmas present. I said yes. He lost his job and was too embarrassed to tell me he couldn't complete the transaction. When doing my taxes I saw the charge and called my son. he was embarrassed and explained the situation. I contacted Buds Gunshop and asked if there was anything they could do. Could I complete the transaction or be given a store credit toward a purchase should the item no longer be available. They were completely unwilling to do anything, not even a single dollar off on a purchase. Horrible People, horrible policy. Oh, but they keep spamming me. Wake up Buds! Zero Customer relationship!

  

  Business response

  04/15/2024

  We are very sorry to hear the customer was not happy with our service.  This order was placed on 8/15 under our 90 day layaway program.  The terms of this program is that it requires a 20% deposit to secure the item for 90 days from the date of purchase and that if the order is not paid by the 90th day it will be automatically cancelled without refund.  This order reached the 90th day on 11/17 and an email was sent out that the order was pending cancellation.  This email did state, "This order will be cancelled if payment is not received within 3 business days and all previous payment(s) made to this point will be forfeited."  If we received a cancellation request we would have been able to process that request and we could have issued a partial refund minus the deposit which would be 20% the cost of the item being purchased.  However, as we we did not receive payment or a cancellation request this order was cancelled as of 11/22.  Unfortunately, with the order being cancelled so long ago we were unable to reinstate the order, or provide a credit as the fees would cover our costs for holding the item and the order for the customer for the full 3 months of the layaway.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 2nd I ordered (2) of product *****. Bud's gun Shop created a ***** shipping label (TRACKING # ************) on 4-2 @ 10:16 AM from Paris KY, but the order never shipped. I've made 5 phone calls and initiated three online chat sessions with their reps, and they can only say they'll reach out to their shipping department and get back to me with a verified status. That has never occurred.

  

  Business response

  04/11/2024

  We are very sorry for the inconvenience.  We did receive a chat from the customer yesterday informing us of the issue.  Our first step was to contact the warehouse to ensure the status of the shipment and we informed the customer we would follow up once we have further information.  We did receive conformation that the order was processed and shipped as normal on 4/2.  This conformation was just received back as of today 4/11.  With that conformation an investigation has been initiated to begin the shipping claim process.  This is the normal process for any order that has been lost in transit and we will make sure that once we have a resolution to the investigation and claim we will be able to assist.

  Customer response

  04/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I called this business five times, and chatted with three separate people.  They all said they had to follow up with their shipping department and would update me with status.  This NEVER happened.  As of this writing ***** still shows only a shipping label created, but the package was never picked up.

   

  I feel I'm continuing to get the run around from this business and they have no intention of actually sending me the order.

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

  

  Business response

  04/18/2024

  We understand the frustration and we are very sorry that the items have not been received.  We were notified of the issue on 4/10 and first checked with the warehouse.  The customer then contacted us back on 4/11 before we had a response and we advised the customer we were still awaiting information from the warehouse.  We did get a response later that day that everything was confirmed shipped and a shipping investigation was started.  We then provided this update in response to the original complaint as it came in shortly after we received the response.  The customer then contacted us again on 4/17 for an update and our representative checked in with our claims department and they confirmed that we did get conformation of the order being in transit and that the claim was not able to be completed for this order at this time.  We then advised the customer to please give the order some more time to see if the items are delivered based on the response we received to the investigation.  We also provided the customer with the date that we would be able to re-issue the claim if the delivery is not completed.

  Customer response

  04/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  ***** shows it never received the item, and they requested either a Case number or a driver name so they could follow up.  In my subsequent chat with Buds online they could not provide the information ***** requested.

   

  To recap the issue:  Bud's says they shipped the two items.  ***** shows no movement on either the shipment or any followup, other than a packing slip created.  Buds cannot provide a ***** case number or a ***** driver name.  In fact, Buds can provide NO information that they actually followed up with ***** on this order, and ***** remains adamant that Bud's has not reached out to them.

   

  Somebody's lying....
  
  Sincerely,
  
  ****** ****

  Customer response

  04/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  ***** shows it never received the item, and they requested either a Case number or a driver name so they could follow up.  In my subsequent chat with Buds online they could not provide the information ***** requested.

   

  To recap the issue:  Bud's says they shipped the two items.  ***** shows no movement on either the shipment or any followup, other than a packing slip created.  Buds cannot provide a ***** case number or a ***** driver name.  In fact, Buds can provide NO information that they actually followed up with ***** on this order, and ***** remains adamant that Bud's has not reached out to them.

   

  Somebody's lying....

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

  

  Business response

  04/24/2024

  We understand the frustration and apologize again for the inconvenience.  Our shipping department was in contact with ***** once we were notified of the issue and they were following the investigation.  We did get conformation that the items were shipped out and in transit by the carrier and we did give some time for the package to update and be delivered since the initial investigation was closed.  Unfortunately, it does appear that even though the package was confirmed to have been received it was not able to be updated with future scans so it did appear to still be lost in transit.  We were able to re-open the investigation into the issue and the claim has been confirmed.  We have since issued a full refund to the customer under the shipping insurance that was purchased.   The refund will go back to the original payment method that was used to place the order.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been the victim of what I believe to be a marketing/advertising error by Bud's Gun Shop. 1. received one case and two boxes of shells. 2. I was charged for THREE CASES, not ONE CASE and TWO BOXES of shells from this specific distributor. 3. If you are saying I was supposed to pay CASE PRICE for single boxes (2) of shells, then Buds would be correct in denying my claim. I sent in a photo of the website page which shows the FULL CASE PRICE, but reflects a confusing verbiage. That specific item has yet to be corrected (please see for yourself!!!). 4. Apparently, given your lack of willingness to provide a direct customer service phone number or individual to speak with directly, I am being penalized $163.80. 5. AGAIN, I was charged $181.98 (90.99 for 2 boxes of shells). I am requesting a refund in the amount of $163.80 ($181.98 - $18.18 for the 2 boxes of shells actually received, NOT 2 CASES...please look at the web page where it identifies 10 boxes per case). The above was sent to Bud's via email on the 4th explanation of what occurred. Bud's does not have any direct phone number to discuss any mis-shipment. I truly believe this is an unintentional error by their warehouse. I don't know of ANYONE who would pay $90.00 for a single box of 25 shotgun shells unless the shot was gold. I have spent a frustrating amount of time trying to get a resolution. This included pictures of both boxes containing the product shipped *********. I returned to the website and and took pictures for Bud's reference. The web page did not specify a full case as all other items do. Bud's has corrected this and I showed them the new web page and thanked them for correcting this error. Bottom line: I'm a simple guy and willing to accept the shipment of balance owed 18 boxes of 25 rounds, a refund for the difference, or I can even return the 2 boxes (at my cost) for a refund. I cannot speak with anyone directly, and frankly, exhausted with the lack of support from Bud's.

  

  Business response

  04/04/2024

  We are very sorry for the issues that arose with this order.  Upon reviewing the order we did receive notice of 2 missing cases of ammunition on this order which our representatives requested photos so that we could notify our shipping claims department.  Unfortunately, there was a misunderstanding by the representative as they submitted the claim for one of the other items that matched the description on the listing which caused the claim to be denied.  We apologize for this misunderstanding.  We have confirmed that the item in question that the customer was referring to a case, and that listing has not been updated as that is the correct listing for the UPC information listed.  However, there was a feed error from one of our warehouses at the time which linked their boxes inventory to this listing which is what caused the 2 boxes to be shipped in place of the two cases.  That feed error has been corrected, and we have issued a full refund to the customer for the items that were incorrectly shipped.  We apologize again for the inconvenience and misunderstanding.

  Customer response

  04/07/2024

  
  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 relieved that someone at Buds actually understood exactly what had happened. I'm confident that Bud's will apply the stated refund shortly. Up until this situation, Bud's has been an acceptable company to work with.  If this refund is not seen this coming week, I will advise Bud's first, the BBB next.

  Thanks BBB for your involvement and professionalism. 
  
  Sincerely,
  
  ****** *****

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  03/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a new firearm from this online vendor. It was defective. When I tried to return it, they would not honor their stated returns policy written on their website. Their policy states: Used Guns: Customers have 10 calendar days from the date of transfer to request a return, unless the Buds Lifetime Warranty is purchased. *************** will accept a return on your used item for a full refund during this time frame if the item is malfunctioning. Shipping arrangements for the used item will be made solely at *************** discretion. If items are found defective upon receipt, *************** will provide YOUR CHOICE of a replacement item (pending availability) or full refund AND pay the return shipping cost. For your added convenience, *************** will also arrange for the defective items to be picked up and returned to us by the original shipper (for firearms only). Clearly the firearm was used. How else would I know it to be defective. I tried to return it three days after receiving it. Don't buy from this online vendor. Use a local gun show that will honor their own policies.

  

  Business response

  03/28/2024

  We are very sorry to hear the customer was not happy with their firearm.  However, as the customer noted in their initial message, they purchased a new firearm, not a used firearm.  So our used gun return policy would not apply.  Our return policy for factory new firearms states that we can only take returns of a firearm before it is transferred, if any issues are found after the transfer has been completed for a factory new firearm those would be covered under the warranty offered by the manufacturer.  The manufacturer would be able to assist the customer with the issue under the terms of their warranty.  We have offered to provide the customer the information so that they can start this process.

  Customer response

  03/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  The firearm was new when I bought it. Now its used. How else would I know that it was defective other than using it. Your policy is very clearly written and you should follow your own policy.

  I will never shop at Buds Discount Scam shop again.

  ****

• Initial Complaint

  03/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  failed to ship , even tho i was told from day 1 that it was not an inventory problem, just busy--2 weeks after payment cleared was more of the same--"election year, and we're swamped and can't find any help" and after 3rd week went by still the same, and was never told why it didn't ship, so i tried to get a refund but only managed a partial one-and if you give them a 1-star review on their site they won't post it, so it makes me wonder how many multitudes of 1-star reviews there are that public will never see??

  

  Business response

  03/12/2024

  We are very sorry to hear the customer was unhappy with their order.  This order was placed on 2/16 and there was not an issue with the inventory for the order.  The order was submitted via electronic check which does take 5 business days to fully process and clear on the order.  It is normal for customers to see the funds be deducted within 24-48 hours but the payment does take the full 5 business days before it is deposited into our account.  In this case the funds were cleared on 2/26 and the order was moved into our shipping department.  Unfortunately, the FFL's license that was selected expired in March, and this led to the order being unable to process due to the item not being able to be delivered before the FFL expired.  We notified the customer of this and it was updated on 3/1.  This did mean that the item had to begin processing again which is what caused the delay.   We were then contacted on 3/9 which was on a Saturday, and would have been just after the 5th business day for the item that had begun processing again, that the customer would like to change the order.  Our team tried to assist with changing the order per the customer's request and even offered to waive the cancellation fee on the original item, but the new item was more expensive and we were unable to collect a payment for the difference in price between the two items.  We then offered the customer a full refund for the firearm that was cancelled, we could not refund for the accessory that had shipped out on the order and was already received since that item did not require an FFL to be shipped.  In relation to our reviews, our website does state that reviews are meant to be for the products themselves.  We will post any reviews that are submitted, good or bad, if it is in relation to the product.

  Customer response

  03/12/2024

  
  Complaint: ********
  
  I am rejecting this response because: only half truth  --real story is gun ordered on 16th of feb-24-they say it could take 5 days to clear,but it wasn't untill the 23rd when they told me me that funds were received,but be 4 more days to run trough their system. They were given a new ffl within 24 hrs from when i was notified the original one was expired.On 1st i was told item was in shipping ,waiting to be sent out. Four days later and still getting "sorry for delay"",were swamped" ect. On 3-6-24 it was more of the same "we apologize for the delay,and are making every effort to ship".After a few more days went by it was obvious the gun was not in stock so l attempted to have something they had in stock sent in its place.I tried to call but was told their lines were down,and it would do no good to call the store because they couldn't handle online things.I got through on the 11th and completed the swap and thought at last we were moving forward,however 10 min later i was called back saying i owed more money,because the new gun cost more than original one which l already knew, but because of it having less cost for insurance,which l  go off their order form,they already had more than enough of my funds to cover the new purchase.There was a magazine in the original order,which i was told cost little to insure and ship yet they want to charge 65.70 for a 49.99 item.I was never told why my gun didn't ship, and wasn't even given a chance to get a full refund.i would gladly send back the magazine if they would give me a full refund.As of yet i've gotten nothing.As far as post goes they say they will not post profanity or inappropriate comments unrelated to the product being reviewed, but mine was neither,it just told the facts and the truth does not make buds look good,so i'm sure there are others that won't get posted either.

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

• Initial Complaint

  03/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered Ruger Precision .22 magnum rim fire. I’m a “Team Buds” member (or at least I was). I’ve ordered 3 additional guns within the past 2 months. I’m a good customer and a good guy. I’m not so sure about Buds. When ordering on line, I executed a search to locate the item I was interested in. A few options were presented. I selected the version with a 15 round magazine. I was also presented a version with a 10 round magazine. Who wouldn’t prefer the larger magazine? Less reloading. That’s the sole reason I selected the 15 round version. I finalized my order. Paid for the gun and checked out. The next day or so I received notification from Buds about an issue with my order. I called them. I was informed that the 15 round magazine was illegal in VT. News to me. I was not familiar with the law. But it did come to my mind that Buds was aware of my location when I was building and finalizing my selection. They failed to notify me then. Why even present the 15 round version of it is illegal in my State. I believe it is done intentionally. I’ll explain. So I told Buds it was fine to “fix” my order and ship out the 10 round version. All set I thought. However, I had yet another conversation with a Buds Tesm member who told me that the 15 round magazine was legal in Vermont. She said it was legal because it was antimatter cartridge. Great Intjought. I prefer the 15 round magazine anyway. So the order was amended yet again. It’s important to note that in neither case did I tell them what to provide. They made obviously incorrect information stating I could utilize the 15 round magazine in VT. I feel largely dependent on Team Buds on something like this. The gun was shipped to my FFL in Vermont. I was wondering which version I ended up with. So I called Team Buds. I elevated to supervisory level. They “took” my magazine with out replacement. They resell them for profit. I objected and got blackballed. They blocked my inbound calls. They “steal” customer magazines

  

  Business response

  03/11/2024

  When a customer logs into their account they receive a pop up advising them to make sure that the item they are interested in meets their state's regulations and links them to our page that lists those regulations.  In this case, the customer did select a 15 round firearm and an additional 15 round magazine.  When checking out the customer selected our "Magazine Removal Service" for the firearm which as we state does remove any high capacity magazines to allow us to ship the firearm.  However, we still had to contact the customer to advise that we could not ship the additional 15 round magazine that was placed on the same order, and when the first representative spoke to him we did change that additional 15 round magazine to a 10 round version.  The firearm was okay to process as the magazine removal service was selected which meant that the included with the firearm would be removed and we would ship the separately purchased 10 round magazine to the customer.  There was a mistake made by a second representative, after the magazine was shipped, who stated that 15 round magazines could be sent to the customer.  However, as we have advised the customer that was a mistake as they misread the restriction and that has been addressed with the representative.  We advised the customer that the firearm would have to have the magazine removed as was originally requested and when the customer demanded that we replace it we advised we could not.  We attempted to advise the customer that the magazine removal service can not substitute due to our price for the firearm not changing and that we are unable to resell any items removed from the firearm.  Those magazines are disposed of and we cannot make any sales on them.  However the customer hung up after calling us thieves, as they did above, and threatening legal action so we issued a return to sender as it was clear the customer did not want the item without the magazine and we have issued a full refund.

  Customer response

  03/13/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The response from Buds is as I anticipated. They don’t care about customer service. What they do care about is all the profits they are booking using a deceptive business practice.The “magazine removal service”. What service? It’s more like a theft. In my case, it’s obvious they care more about defending this vile practice than retaining good customers. My purchase history proves I was a very good customer. But no longer. I refuse to be treated as such. Buds is well aware of any “magazine restrictions” in the States that have them. I content they could eliminate all this confusion up front. But that would also eliminate the “magazine removal service profit center”. They could have easily red flagged my order and routed me to the correct size magazine. They could take it one step further by only presenting compliant items to begin with. This action creates customer angst. Rest assured there are many others treated as such. Buds defense is they claim the service was authorized by me. Rather I believe it is automated. If not, it falls into the category of “fine print”  No one reads the fine print and Buds is aware of this. Most are just trying to get to payment and finalize. It’s a foolish policy in my view because it destroys customers  Most businesses want you to come back to buy more. They must be doing pretty good profit wise with this. Buds sells Nationally. I find it hard to believe that if this was elevated to an executive or ownership level, that it would have gotten to this point  I feel there’s a vindictive employee involved who doesn’t want this issue elevated within. A magazine typically costs $20-30. So why not just swap the magazine for one that’s compliant? Because there’s no profit in that and they don’t give a rat’s ass about repeat business. This sort of sleazy activity could also be illegal. Not sure  But it is certainly distasteful.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order for Beretta APX carry that was listed on ***************. Due to their very poor customer service, and abnormally long "processing" delays... I requested the order to be canceled and money returned. Customer service agreed to cancel the pending order. I was told my customer service I would be issued a full refund. Today, when I called to inquire about my order.. I was told that they were keeping my money and the firearm. This is unacceptable and theft.

  

  Business response

  02/23/2024

  We are very sorry to hear the customer was upset with their order.  After reviewing this order there were no processing delays that had occurred.  This order was initially placed on 2/12 via an electronic check payment method.  We do advise our customers that this payment process does take 5 business days to fully clear as we would not receive the funds until that process is completed.  This process does not delay orders as we also advertise that our standard order processing time frame is 3-7 business days for all orders and payment methods.  With electronic checks we begin processing the orders once they are submitted with the payment initialized, so those orders should ship within 5-7 business days as long as there are no issues with the payment clearing.  The customer contacted us on 2/14, which would be the 2nd business day, to get a status update and upon us requesting the customer confirm their information to ensure we did have the correct order pulled up so that we are sure we are providing the correct information the customer became extremely hostile and informed us they would be contacting their bank to stop the payment.  Since the customer stated they would be starting that process any refund would be between them and their financial institution.  

  Customer response

  02/24/2024

  
  Complaint: ********
  
  I am rejecting this response because: Show me the proof that I was disputing the ACH payment. I was told by your hostile staff that the payment would be reversed/returned after 5 days and I agreed to that. As of today, BudsGunShop has failed to refund my money or ship the item in question. In a later conversation, hostile staff clearly stated they were keeping my money and call my bank to deal with it. Unless it’s a case of fraud, the bank will cannot get my money back. 
  
  Sincerely,
  
  ******* ******

  

  Business response

  02/28/2024

  We were informed by the customer that they intended to dispute the charge when we were initially contacted regarding the order.  Below are the messages that we received, edited only to remove the profanity that was sent:

  ******* ****** II
  
  Are you ******* kidding? I had to login in order to chat with you. **** you then just call you ********, after I dispute the payment with my bank. **** you and gun shop

  ******* ****** II
  
  This is ********… this waste time. I will just call my bank. Then call you folks.

  These messages were sent in response to us asking the customer to verify their information to ensure that we have the correct order number pulled up.  This is done for two purposes, to ensure that we are providing information to the customer on the order only, and also to ensure that we have the correct order before giving the information as it is very possible for a number to be transposed or entered incorrectly.  Unfortunately, when it comes to payment disputes it can take weeks or months for us to receive notification from the bank regarding the stopped payment, so we can only go by the information the customer provided to us.  We again recommend the customer reach out to their financial institution for more information on their processes with a disputed payment.

  Customer response

  03/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  As of today, my money hasn’t been return. My bank has verbally informed me that the seller needs to refund my money. or, allow my bank to take the funds back. According to my bank, Buds Gun Shop had money in their account in fewer than 72 hours. There is NO excuse for Buds Gun Shoo to keep my $354.74 without providing a product or service. This is nothing but theft of funds. 

   

   

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

  Customer response

  03/13/2024

  
  Complaint: ********
  
  I am rejecting this response because: As of today, my money hasn’t been return. My bank has verbally informed me that the seller needs to refund my money. or, allow my bank to take the funds back. According to my bank, Buds Gun Shop had money in their account in fewer than 72 hours. There is NO excuse for Buds Gun Shoo to keep my $354.74 without providing a product or service. This is nothing but theft of funds. 
  
  Sincerely,
  
  ******* ******

  

  Business response

  03/14/2024

  As we have notified the customer any refund would be between them and their bank due to them disputing the payment based upon their comments made and an issue on another order.  Another order placed on the same day, order number *******, has the customer's name and address under a different account.  This order was placed also using an ACH payment method but was changed to a credit card payment.  We then issued a refund on the ACH once it cleared on 2/19, but then were notified later by the bank that the payment had been unfunded in addition to the refund that was already issued.  As for the ACH processing time frame we do advise our customers that it does take 5 business days to fully clear.  It is normal for customers, and their banks, to see the funds deducted from the account within 24-48 hours.  However, that is the funds being removed by our payment processor, they will then process the payment and clear the funds and once that is complete we would receive the funds on the 5th business day.  This process cannot be sped up, and it is possible for the payment to be denied during the process so we cannot treat an ACH as funded until the funds are deposited into our account which is why we advise our customers that all ACH payments take 5 business days to clear.  This process does not delay orders however, as we start processing orders when they are submitted so assuming that the payment does clear the orders should still ship out within our advertised 3-7 business day processing time frame.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Buds seems to think it's okay for a pistol to be traveling for more than 2 weeks. Instead of 2nd day air, or priority mail or *** ** ****** Buds thinks **** ****** advantage is the best way to get a package to Alaska. Funny how every other online retailer I've bought a firearm from *** *** *** airs it to Alaska.

  

  Business response

  02/21/2024

  We are very sorry to hear the customer is unhappy with their order.  We do ship via 2nd day air for our hand gun shipments in the lower 48.  However, for shipments going outside the lower 48 our shipments are sent via ****.  There are many reasons for this including requirements for customers and FFLs that can only receive deliveries via ****.  We do use **** ****** advantage when shipping our firearms they must ship adult signature required, which is unfortunately not an option when shipping with USPS priority mail.  We of course understand wishing to get the items as quickly as possible but shipping times to Alaska would generally take longer than items shipping within the lower 48.  

• Initial Complaint

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Smith and Wesson Volunteer XV from Buds, with a lifetime warranty. I received the firearm on a Friday evening and took it to the range the following Saturday morning. The gun jammed every 2 or 3 rounds and it took all my strength to pull the charging handle and clear the jam. I reached out to Buds right after leaving the range. The gun had been in my possession for less than 24 hours at this time and I was told to reach out to the manufacturer. I explained to Buds that I had purchased the firearm from them and not the manufacturer to which they replied "You receive it from us the same way we receive it from the manufacturer." So I attempted to reach out to the manufacturer and have not received a response in almost a week. In the meantime, I disassembled the rifle, cleaned and lubricated it and still had the same issue when firing it yesterday. I pay Buds an extra fee to be part of their membership program called "Team Buds", because their website makes it seem worth while. However, after making many purchases that have been dissatisfying, it is clear that being a Team Buds member, or doing business with Buds in the first place, isn't worth the money.

  

  Business response

  02/19/2024

  We are very sorry to hear that the customer had an issue with their firearm.  Factory new firearms would be initially covered by the original manufacturer's warranty.  We do show that the customer has purchased our supplemental lifetime warranty, which would cover any manufacturer defects for the lifetime of the firearm after the original warranty has expired.  In this case, since the firearm was recently purchased it would still be covered under the original warranty so we recommend reaching out to the manufacturer for any repairs under their warranty.  Once that warranty is no longer available then the customer can reach out to us for any assistance with any defects found on the firearm.  We were notified that the customer was able to reach the manufacturer and they are providing a replacement magazine as they believe that will resolve the issue.  The customer has requested that we issue a refund for the membership that was recently purchased along with a new layaway order and we have processed those requests with a full refund for each.

  Customer response

  02/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: As you can see via the attachment, I did purchase the lifetime warranty for this firearm. I do appreciate the refund for the membership and the layaway firearm.
  
  Sincerely,
  
  ******* ******

  

  Business response

  02/20/2024

  That is correct, as we stated the customer did purchase the supplemental lifetime warranty that we offer.  As stated before, being that the warranty is supplemental it would go into effect once the original manufacturer's warranty is expired or no longer available.  At this time the firearm would still be covered under the original warranty offered by the manufacturer so we recommend the customer contact them for repair through their warranty.  In this case, we were notified that the customer was able to reach the manufacturer and they recommended trying another magazine which they have provided.  If that does not work we would recommend that the customer notify them of any issues so that they can continue to assist.  If there are any defects with the firearm once the warranty from the manufacturer is no longer available we would be happy to assist the customer under our supplemental lifetime warranty that they have purchased.

  Customer response

  02/20/2024

  
  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 apologize. I misread the previous message. I thought you said I had not purchased the warranty. Thank you for your assistance 

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

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• Initial Complaint

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a rifle for $498 from ***** *********** *************** is advertising an upgraded model to what they "actually send out". So I purchased this gun from them and they sent out a cheaper version instead. I noticed the flip up adjustable sites were missing when I went to pick up the firearm from the ffl. I called customer service before I left the shop and was told they would give me a credit to fix the situation if the manufacturer didn't fix it first. Once I got home I noticed it was not only missing the flip up sites it was also missing the ATI Sr-1 buttstock and rubber overmolded grip. I called to try and fix the issue and they informed me I would need to spend a $25 ("restocking fee") to return the gun for a refund. So even though they messed up and sent out a gun, which I've found elsewhere for $329, that is not the correct gun I purchased .....they want me to pay to restock it. They have horrible customer service and I will never buy here again. I've purchased several firearms online and have bought from them before and have never had this problem before. BUYER BEWARE!!!!

  

  Business response

  02/19/2024

  We are very sorry for any inconvenience and confusion.  After reviewing this order the firearm that was purchased was listed at $357, the final order total was $498 as it included 7 additional boxes of ammunition, shipping, sales tax, and the supplemental lifetime warranty that was added for the firearm.  All of our items are priced based solely on our cost.  This means that we price based on what we pay for the items, not based upon features or accessories included.  We do understand in this case that the item was listed incorrectly and we apologize for that, but because of the way the item was priced the customer did receive the item that was paid for.   However, at this time we are working with our supplier to see if there is a possibility of getting the parts that were missing from the original listing for the firearm to provide to the customer due to the listing error.

*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. ↩