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:06/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a gun from Black Market Arms (BMA) through *************. Seller sent me the incorrect item. I immediately notified them. *** told me they are unwilling to accept a return or offer a refund. So, I am now stuck having paid for an item that I did not order or want. While going through this process, I also discovered that *** lied to GunBroker by telling them that *** had sent me a return label and were willing to offer me a refund, which is the opposite of any communications I've received from ***.

  Business Response

  Date: 06/05/2025

  This customer purchased a firearm. Once someone undergoes a background check, transfers the firearm into their name, and take it we are unable to take the firearm back for ANY reason. The listing had this information in it and directed the customer to look over the firearm prior to transferring to ensure it is correct as once it is transferred they agree to accept the firearm regardless of any discrepancies. Additionally, we go above and beyond by putting this SINGLE disclaimer on every email the customer receives during the purchase process. The order processing email and the tracking number email. It is also sent to the receiving dealers email so that they are aware that the customer must look over the firearm. The notice that is sent several times is below:

  "IMPORTANT: If you ordered a firearm, please take your time to inspect it to ensure it is the correct item and that it is free of defects. We can not accept returns on firearms once they are transferred into your name for ANY REASON. By transferring the firearm into your name, you agree to accept the item as is, regardless of any defects or discrepancies in model, style, accessories, or specifications. If a defect is discovered after the transfer, the firearm MUST be returned directly to the manufacturer for replacement or repair per the manufacturer's warranty."

  The customer chose to take the firearm and then contact us to return it. He was told this could not be done but if he had contacted us PRIOR to transferring, we would have happily replaced the firearm for him and sent a return label. The customer was not happy with this and filed a chargeback against our company with his credit card and received the entire amount paid back to his account AND has the firearm. 

  Per Marketplace Laws in the *************, gunbroker collects taxes on sales going to all states. The retailed, Black Market Arms, collects it from the customer, pays it back to gunbroker, and they file the taxes with the state. Due to this, and listing fees, if a transaction is refunded for ANY reason rather it be the seller fault or buyer fault, a credit request must be put in to properly account for all taxes, funds, and fees. It is standard practice. Upon receiving the chargeback, Black Market Arms submitted the situation to gunbroker letting them know the customer transfered the firearm and was not eligible for return but had he contacted us prior to transfer he would have received a label.

  Once the customer heard about this he contacted us demanding a return or a refund when he has already received his money back via chargeback. When he was told this, he resorted to this review. We are still working to get payment back the on unpaid for and now considered stolen firearm that this customer has possession of. 

   

  Customer Answer

  Date: 06/06/2025

  Complaint: 23418942
  
  

• Initial Complaint

  Date:04/21/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a firearm from them on Gun Broker. When I received it, there were several scratches on the slide.I emailed them immediately and requested a replacement. After two days, they emailed me that there was nothing they could do and I had to contact the gun manufacturer under the warranty. I said that the gun was nit defective which would be covered under warranty. Scratches on the slide was not a defect. It was their error/carelessness and they are responsible. Same response from them. Refused to do anything to resolve the matter.

  Business Response

  Date: 05/21/2025

  As with all firearm retailers, *** cannot take back a firearm once it has been transferred as it is automatically considered a used firearm and must be sold as such. *** cannot determine rather or not a firearm has been tampered with once a customer takes it home. This is a major safety concern. Due to this, *** sends out multiple emails prior to shipping the firearm. The first one to let the customer know there order is processing and the second with the tracking number. Both have the following disclaimer. It is the ONLY disclaimer on these emails:

  IMPORTANT: If you ordered a firearm, please take your time to inspect it to ensure it is the correct item and that it is free of defects. We can not accept returns on firearms once they are transferred into your name for ANY REASON. By transferring the firearm into your name, you agree to accept the item as is, regardless of any defects or discrepancies in model, style, accessories, or specifications. If a defect is discovered after the transfer, the firearm MUST be returned directly to the manufacturer for replacement or repair per the manufacturer's warranty.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        Additionally, these terms are listed directly in the listing that the customer purchased from and involves multiple confirmations screens stating you are entering into a legally binding contract stating you agree to those terms. *** had no negligence in regards to the handling of the firearm. *** does not open the factory sealed boxes and do not, as learned here, resell returned firearms. Any surface defects such as scratches would come from the factory and are in fact covered by the included factory warranty.                                                                                                                                                                                                                                                                                                                        After picking up the firearm, the customer called stating that this firearm was scratched upon arrival but
  proceeded to accept it and take it home. Told him he will need to go
  through warranty and he said no we owe him a new gun. Explained that
  once the firearm has been transferred, All issues with this firearm will
  have to be taken up with the manufacturer and their warranty.
  Threatened legal action due to the scratch stating he was an attorney
  and we OWE him a new gun. Let him know all of the policies are viewable
  before purchase and that it specifically states all firearms should be
  inspected upon arrival before transfer to ensure no blemishes or damages
  have occured during shipment. He said "how was I supposed to know?" so I
  explained again the policies in place. Did not like the answer and
  asked if that was the final answer and that "we'll see what the courts
  have to say about it"

  Customer Answer

  Date: 05/22/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:04/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased defective firearm from BMA After the sale service and help is non existent with this company.They have no intention on helping you other than to say Sorryyoull need to deal direct with the manufacturerRude, uninterested, negligent 3 words to best describe BMA

  Business Response

  Date: 05/21/2025

  This customer purchased a budget brand firearm and put 200 rounds through it. When he was done he decided he did not like the quality of the firearm, how loose the firearm was (which is often an intential and neccesary design), he didn't like the cheap finish, he didn't like how the safety worked, he simply did not like the firearm he purchased and was upset with the quality. He wanted it replaced after putting 200 rounds through it. *** post its terms clearly on the listing the customer purchased from where they proceeded to confirm that they agree to the terms and are entering a legally binding contract. *** also post the following as the ONLY disclaimer on two follow up emails, the order processing email and the tracking number email that states

  "IMPORTANT: If you ordered a firearm, please take your time to inspect it to ensure it is the correct item and that it is free of defects. We can not accept returns on firearms once they are transferred into your name for ANY REASON. By transferring the firearm into your name, you agree to accept the item as is, regardless of any defects or discrepancies in model, style, accessories, or specifications. If a defect is discovered after the transfer, the firearm MUST be returned directly to the manufacturer for replacement or repair per the manufacturer's warranty."

  This firearm, as well as all new firearms *** sells, is covered by warranty. The customer felt that he should no have to use the warranty since he bought the firearm from us. This is a simple case of buyers regret and a refusal to send the firearm in for free service.
  

  
  

• Initial Complaint

  Date:03/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This has been going on for nearly 3 weeks.Ordered item.Received wrong item & returned promptly.Have not received replacement.Called customer service (******) & got hung up on.

  Business Response

  Date: 05/21/2025

  This customer was promptly shipped the correct magazines once the incorrect ones were returned.
  

  Customer Answer

  Date: 06/13/2025

  My complaint issue has been resolved with the business.

• Initial Complaint

  Date:10/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a beretta a300 ultima patrol 7+1. This model has the magazine tube which is flush with the barrel. Picture shows 7+1 model. Description says 7+1. Item sent, was the 5+1. When contacted, the lady on the phone even acknowledged they sent the 5+1 when it should have been the 7+1. Should couldnt process any return (they wont do exchanges) until her boss or executive team approved it. She stated once the firearm was received they would process a refund and I would have to order it again from a different listing. A few hours later, I received and email saying that because the description says both ********* I could return the shotgun, (which I didnt even take possession of yet. Still at ffl) but would have to pay a 20% restocking fee. The shotgun doesnt even hold 7+1 rounds like the description says! I would them to send the correct firearm to my ffl. Once received, the ffl will ship other one back.

  Business Response

  Date: 11/15/2023

  To whom it may concern,
  ******************* purchased a semi auto shotgun from Black Market Arms through a third party website, gunbroker.com.
  In the listing that he purchased from, there was a discrepancy in the shotgun shell capacity. In one space it stated 7+1 and in another it stated 5+1. (7 shells loaded with one in the chamber / 5 shells loaded with one in the chamber). Black Market Arms uses manufacturer and distributor descriptions that are uploaded with product information. Sometimes,there are discrepancies and / or mistakes. Due to this, Black Market Arms places several disclaimers in every listing to ensure customers are aware that this could be an issue. These can be seen attached.
  

  
  **************** attempted to cancel his order prior to even receiving the firearm, stating he hadnt fully read the description.
  
  When **************** was informed the order could not be altered,he again asked if he could cancel the order and just purchase the one, he actually wanted. **************** knew, that per our terms, that this exchange would result in restocking fees and decided to have the order shipped anyways.Possibly also noticing the discrepancy and expecting to get a return without restock fees.
  He was never told that this would be an option for him as he states in his complaint. It was an idea that he had regarding the color of the firearm, not what customer service told him would happen regarding the capacity issue. Additionally, he was not sent the incorrect firearm. He received the correct firearm with the correct sku and UPC. The description did have a discrepancy. He was not told he received the incorrect model, as this model does not come in 7+1 capacity.
  Customer service notified management of the issue after have the customer fill out an ***. The *** is used for management to review the order, the complaint, and come up with a solution. Black Market Arms came up with a solution for **************** which we found to be very fair, he could send the firearm back and avoid restocking fees but he would need to pay to have it shipped back. Within 4 hours **************** responded that he had already sold the firearm to the receiving firearm dealer at a $180.00 loss, instead of waiting for Black Market Arms to let him know what could be done. He then wanted Black Market Arms to pay the difference for the loss and the firearm he purchased from someone else. This was not negotiated with Black Market Arms in advance and was the first he mentioned anything about doing such a thing. This interaction is in complete contradiction of Mr. ******* complaint where he states he was told there would be a 20% restocking fee. Proof of this email exchange can be seen attached.
  
  
  Black Market Arms does acknowledge that feeding distributor and manufacturer descriptions that potentially have discrepancies can be an unpleasant experience for customers. Due to it being best for the customer and best for the business, we are constantly working on ways to avoid these issues,optimize listings, and ensure accurate data is imported. The few times this does happen, each case is looked at independently, to determine the fairest way to handle it and offer solutions to the customer and come to an agreement. This was unable to happen due to the customer selling the firearm.
  
  Additionally, in his complaint, **************** is requesting we send him a different model and the person he sold the firearm to will send back the other. Due to this being a firearm, multiple exchanges and transfers of the firearm, and our inability to know what has been done to that firearm, we simply cannot send a new firearm and expect someone who he sold the original one to, to send it back and have confidence that is safe and untampered with.If **************** sold the firearm and exchanged it for the one he says he wanted,we would question why he would need the firearm sent again at all.
  Mr. ******* complaint consist of discrepancies as well and Black Market Arms is still questioning if his intent was to just get a different firearm because he failed to read the description without having to pay restocking fees.
  Had he waited for BMA to offer the solutions to him and not sold the firearm, we would be happy to continue to work with him to make the customer happy. Unfortunately, that changed once he sold the firearm.

• Initial Complaint

  Date:07/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sale Date - 06/30/23 Purchased a black powder revolver from BlackMarketArms via the Gunbroker.com website. The seller used a misleading stock photo of a revolver and an incomplete title to misrepresent what was being sold. Stock photo clearly shows a steel framed revolver. Title is as follows, "Pietta RGBSH44 **** Rem ***** Sheriff 44 Cal 6 Shot **** Blued..." I made the order under the false impression that I was receiving a steel framed black powder revolver; what I received instead was a brass framed revolver.This is not a minor difference! The two frames tolerate very different powder usage. A brass frame revolver is unsafe when using the same charge and type of powder as a steel framed revolver. As this is a black powder revolver, there is no requirement to ship through Federal Firearm Licensed dealer. The revolver arrived at my home address and it was only then i realized I received the incorrect revolver.I contacted the seller to inform them of the mistake and asked for a refund. I received a response requesting photos of the firearm and upc and was asked if I had accepted the item or if it was still at the **** If this was a modern firearm I could have simply refused the gun and had it returned, but because it is a black powder replica my only recourse is to ask the seller directly to refund. After sending the pictures and informing them there was no FFL requirement, they stopped all communication.I am now stuck with a revolver that I do not feel safe using for my intended purpose. Their return policy states that stock photo may show minor changes, but the explosive tolerance between a brass frame and steel is not a cosmetic issue but a safety issue.

  Business Response

  Date: 07/31/2023

  This request was not ignored. Black Market Arms Staff was first contacted on 7/7 and requested additional information from the customer on that same day, which was a Friday. Black Market Arms is closed on the weekends. Communication did not stop, business closed for the weekend and opened back up on the 10th. A day after this complaint was filed. The customers refund request was approved and the customer has since been refunded.

  Customer Answer

  Date: 08/01/2023

  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,
  
  ***************************

• Initial Complaint

  Date:04/18/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two 1911 magazines that Black Market Arms listed on gunbroker.com. I purchased these items because though they did not specify, they made it seem like it was a certain brand that I wanted (colt brand). I paid $51.30 after taxes and shipping costs. When I received the items, they were a brand I do not like (ProMag). No where in the listing did they advise that they were ProMag brand. I had a lot of hoops to jump through just to get the items returned. The company advised there would be a 20% restocking fee. I returned the items which were unadulterated and only received a refund of $21.45. I emailed the company asking why they gave me such a small refund. They said “All returns are subject to a 20% restocking fee and return shipping charges. Shipping and fees are nonrefundable.”. I was NEVER told I would have to pay return shipping cost. I would like to be refunded the tax amount and return shipping cost. I just feel this is a poor way to do business especially since they basically falsely advertised the item in the first place.

  Business Response

  Date: 04/18/2023

  The listing did not state the brand that the magazines were, it did state that they were replacement mags for the Colt 1911. We have a very basic return policy on every listing including the one this customer purchased from. First and foremost, we sell "as is - non refundable" and that we do not accept returns unless we made a mistake. However, in the event that we do decide to approve a return, it states returns are subject to 20% restocking fees, shipping is non refundable, and if a label is sent for the return of the item, the customer is also responsible for the cost of the label. The customer had to click through multiple confirmations stating they understood the terms and that all sales are final, and the return policy was directly on the listing he purchased from. The customer purchased the promag magazines, priced lower than most all other competitors. He was notified that should he wish to return the item, he would be refunded per the terms set forth in our policies. BMA was transparent and upfront from beginning to end. Due to this situation we are looking into solutions to ensure customer do not become confused on our products in the future.

• Initial Complaint

  Date:03/14/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/27/2023 I ordered a ******* ****** *** *******" double-barrel shotgun from B**** ****** ***s through the ********* site.
  
  When I received the firearm, it was the standard "***** **** which is a different and less expensive model than what was advertised. I contacted B**** ****** ***s immediately via E-mail but they have repeatedly refused to accept a return on the incorrect item.

  Business Response

  Date: 03/29/2023

  There was a discrepancy in the title of the listing where the customer purchased this item. It stated ********* when it should not have. However, the listing never claimed to include the items that the customer expected to receive. Additionally, B**** ****** ***s, LLC post a disclaimer on each and every listing, giving the customers directions to expect the firearms before having it transferred into their names, as no matter the issue, once the item is transferred, it is no longer able to be returned due to it automatically becoming a "used" firearm, and consequently, the concerns of safety of the product once it has passed through the customers hands. The disclaimer, which was made available to this customer prior to purchase, reads as follows;

  "Please take your time to inspect all firearms thoroughly before
  proceeding with the transfer. Once a new firearm is transferred to you,
  it is considered used, even if not fired. Consequently, we cannot accept
  returns on firearms once they have been transferred into your
  possession. If a defect is discovered after the transfer, the firearm
  MUST be returned directly to the manufacturer for replacement or repair
  (in accordance with manufacturer's warranty policy). Manufacturer
  repaired firearms can be returned directly to the customer without
  additional FFL transfer or associated fees."

  Customer Answer

  Date: 03/30/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  While, I appreciate that the company has finally admitted that their listing was incorrect, they still seem to deny responsibility for the fact that the item is fundamentally different than what was advertised, and does not have the same features. Had I wished to purchase this item I could have done so cheaper elsewhere. 

  I was not aware of their return policy at the time that I took delivery but, as this all stems from the seller's mistake and the item was purchased under false information, I would like to see some form of redress.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 04/03/2023

  Our return policy was posted directly on the link the customer purchased from. The customer had to clicked multiple confirmations during the purchase stating that he reviewed these policies. Again, if the firearm had not been transferred, we would gladly take it back and make it right. We can no longer do this since it was transferred. Due to this situation, we have now added disclaimers to our automated emails notifying the customers that there order is processing and to the emails giving tracking numbers. The disclaimer states to inspect all firearms prior to transfer, and reiterates that part of the return policy to hopefully stop this kind of situation from happening again in the future.