ComplaintsforVance Outdoors, Inc.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased an item online From Vance Outdoors. I received an email that my order was ready for pick up. As I was driving to the store to pick up my item, someone from Vance called me and stated the price was wrong and thet wanted me to pay $200 more for my item. Very unprofessional and a bait and switch.

  Business response

  01/11/2024

  We have talked to Ms. ********* and the issue has been resolved

  Customer response

  01/11/2024

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  09/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  During the sale that expired, I was told, a Particular item was able to handle 3.5 shells as their ad shows, in the writing, When I showed up to purchase the item, their add was wrong, I asked if they could match the one item that could handle 3.5 and they said no, I explained I came all this way and was told, even verified as they read the ad, I was very disappointed and left with nothing, I contacted customer service and the store several times with no return email or call.

  Business response

  09/26/2023

  We have tried to reach out to *** *****.   While he is correct that the product description shows that SXP firearms can come in 3'' or 3.5" models, he was probably not told that we don't carry 3.5'' SXP's.  In this picture that he has attached you will see the product specs for this firearm are 3''.    We are more than willing to work a deal on another SXP at a significant discount to make it right.  I will say that the Winchester rebate has expired and we have no control over that.  If *** ***** would like to discuss further all he has to do is reach out at his earliest convenience.

  Thanks

  ***** ********

  Vance OUtdoors

  614-499-3922

• Initial Complaint

  02/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I spent 347 on a shotgun and it took my money of my card right then. Later that day I get an email saying they won't ship my gun till I call them and they won't answer phone call or email my order number ******* I just want my money back do I need to press charges if they don't return

  Business response

  03/09/2023

  The payment automatically comes out when an order is submitted however, his card did not match something in the billing address. So we emailed him to call us so we could verify his information. The order was put in on the 23rd, we flagged it, the customer called on the 27th and talked to one of the CSR who explained the situation, the order was shipped on the 28th. The customer now has the item. 

  Customer response

  03/21/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  12/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A website owned by this company called sportmans outdoor warehouse told me they would honor a price match, after i submitted all of the required info and documents they claimed that due to some unwritten technicality that they could not honor my price match. After a back and forth with the extremely arrogant and rude customer service person she informed me that they would not be honoring the price match. I am owed 60 dollars refund.

  Business response

  12/30/2022

  The customer that reached out to us in live chat was ******* **** and the email that we received from ******* **** in regard to the price match for the Beretta APX-A1. The price match information that the customer is siting is from our website referring to when we change a price on our own website, we will price match withing 5 days. When we reviewed the competitor's website the firearm was out of stock which disqualifies any external price matching. There was no promise of a price match only that we would review. Here is the live chat transcript from that interaction. 

   

  Customer response

  01/03/2023

  The item was in stock on the competitors website when i asked for the price match, i have screenshots to prove it. I had not even picked up the item from the ffl dealer so i should have been within the timeframe of claiming pricematch. NOWHERE on there website does it mention price match policies regarding other websites, unless they added it recently, i have screenshots of the site on the date the complaint was filed, and there is no mention on the site of any restrictions involving price matching OTHER websites. The person lies to me in the chat and gave me false promises, the chat log clearly shows that
  

  Business response

  01/04/2023

  The price match policy on our website states that "If we lower the price on an item you ordered from Sportsman's Outdoor Superstore within 5 days of your original purchase, you may contact us anytime within that 5 day time frame, and we'll be happy to issue the difference in the form of a store credit." 

  The customer had requested a price match from another, unrelated, website. Our website does not make any promises to price match competitors. However, we did tell the customer that we would review his request under a few conditions. One of those conditions being whether the competitor had the product in stock at the time of review. Unfortunately, the competitor was not in stock, and we were unable to price match that particular item.

  The customer was under no obligation to purchase the product from us, and we had made no promises to sell it to him at any price other than what it was offered for on our website.

  Customer response

  01/05/2023

  I provided the required information and it was not until after i provided all of the required info that they make up this sale excuse as to why they cant honor the price match, their response here is equally offesnive and dishonest, being that I had already placed the order and if I refused the order they would have charged me a restocking fee, so I was in a sense forced to give they my business at that point. I have attached screenshots that display their dishonesty and clearly show that their site makes ZERO mention of this supposed rule that prevents them from doing the right thing, and that they failed to mention this to me at all when in chat. 
  

• Initial Complaint

  08/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had ordered 2 Moultrie products from the Obetz, OH location. This product was paid for online in FULL using an installment financial company just as if I were paying for it through Capital One or any other credit service. I had placed this order online and had received an email that it was time to pick up my product from this location. The email stated three things I needed to bring in order to pick up the merchandise I already paid for; 1. A valid state issued photo ID, 2. A copy of the email confirmation email either printed or a copy on your phone, 3. The credit card used to place the order. Now mind you that the email does NOT specify that the card used needs to be a physical card. I had drove quite a ways to pick up these products however was denied the access to theses already PAID products as the manager **** stated that due to not having a physical card to verify the card information I cannot have the product I already paid for. I had showed the manager the virtual card used to pay for these products that included not only my name, the full card number, expiration date and CVV number but was advised that was not acceptable and would not give me the products that wad paid for. Again, the email did not state it needed to be a physical copy and I had showed the manager the virtual card used for this purchase, had all the necessary requirements needed to pick up my products but again was denied. This is unacceptable business as I had provided all the card information needed to verify the purchase and to be turned away and DENIED access to a product I had PAID for is obscured. If this is the case that a customer needs a physical card to pick up a product and the virtual card used to pay wont suffice then that needs to be clearly stated in the email. I returned to my car, called in to ask for a refund to where **** advised he would call me once it was completed, NO call was received. Due to this, I had to return back to the store for proof of return.

  Business response

  08/30/2022

  We have refunded the customer.  I hope this makes the customer happy and we will do what is necessary to better communicate this issue in the future.

  ***** ********

  COO
  VANCE OUTDOORS

  Customer response

  08/31/2022

  Vance Outdoors didn’t do a single thing to make this right, even after the fact that I used a completely valid payment method, all documentation needed to pick up my online order had been met, to then be told the method I used wasn’t an acceptable form of payment regardless of the order being processed or not. COO offered two identical payment methods compared to what I used, even though my method of payment wasn’t stated anywhere on this companies website showing as unacceptable. I was refunded by my request, not the stores request. It was implied that I was paying with a fraudulent method both in store and in an email from the COO. I was merely “dealt with” and sent on my way. 
  

  Business response

  09/02/2022

  I talked to Mr. ***** and explained our tender process and I believe he was satisfied with our answers and I believe the issue is resolved.

  Customer response

  09/02/2022

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  07/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an online order # *******, for a Walther PPS M2 (LE) law enforcement model, and sent my credentials, which is required by the manufacturer for selling this specific model. When I received the pistol, it was apparent it was not the LE model, as it was missing an 8round magazine and the phosphorescent sights. I contacted Walther Arms and gave them the serial number. They confirmed that it was NOT an LE model by the serial number. I sent an email to the vendor on 7/11, about the problem and requested a resolution. The email was never answered. I called a couple times and was shuffled around, to different employees. On 7/13 ******* , I talked to ******* that denied that they actually sell the Law Enforcement version with phosphorus sights and 3 magazines, and If I read the fine print I would have seen they do not come with. 3 mags or phosphorus sights. ( Then that is NOT the LE model). I offered to accept an extra magazine and the sights which I would pay to have installed at a gunsmith. She would not do that. She finally told me that her “boss” was out of town and would return the next week on Monday and would call me back. Never got a call. On 7/28 I called again and spoke with ******, who said the “boss” was out but he would have ******* call me back when she returned from lunch. Never got a call back. This is deceptive trade and advertising. I have purchased law enforcement guns from other retailers that sell LE models, such as ***. Never had a problem. I have found out from Walther that the Law enforcement models are on back order. So this retailer is selling the standard version, but calling it the LE version. I would settle for the extra magazine, and a set of phosphorescent sights, to be shipped to me.

  Business response

  08/05/2022

  We made contact with Mr. *********** on 08/03/2022 and reached a resolution. We sent Mr. *********** the correct firearm and offered to return the incorrect firearm. Mr. *********** decided too keep both firearms and has paid for both.

  Customer response

  08/05/2022

  I accept the business's response to resolve this complaint. After BBB fot involved I received a call from ******, and it was promptly corrected.
  

• Initial Complaint

  11/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased 2 riffles from Advance Outdoors on 11/24/2021. I bought the items online and money was taken out of my account and a receipt was issued. I wake up on Thanksgiving morning to my son crying that the order had been canceled because the price was wrong on the advertisement. I feel that the sale was final with money was exchanged and a receipt was issued.

  Business response

  12/01/2021

  While we do our best to provide the best customer service possible, In this instance I believe the customer (who is not the person filing this complaint) has already been notified of a remedy for this situation.  The customer has been refunded their money on this transaction and was offered a firearm at a highly discounted rate.  If ****** chooses to accept this offer we will gladly sell him the firearm.  We look forward to resolving this matter with ****** at his earliest convenience.

  Thank you

  ***** ********

  Chief Operating Officer

  Vance Outdoors

  *********@vanceoutdoors.com

• Initial Complaint

  11/03/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchase 1000 rounds of 9mm 115gr Blazer from SportsmansOutdoorSuperstore online on October 27th. They sent a package that contained an entirely different round type that I could not use (40 S&W). I tried to contact them via submitting a form on their site on October 30ths but received no responses. I finally contacted them on November 1st using their online chat system. They asked me to take photos of the shipment to prove that I got the incorrect round type so I did that. They then said that I would need to bring the package myself back into FedEx to ship back in order to get the rounds I ordered. They sent me a FedEx label explaining to bring the package to my nearest FedEx and would not offer any type of alternative. I did try to bring the package to FedEx over a lunch break but they specifically told me that they will NOT ship any ammunition from that store so I had to bring it back home. I emailed SportsmansOutdoorSuperStore again and they responded that I was wrong and I should "See if dealing with a different person may solve this" at FedEx. They basically said I was lying and would not work with me to help me get what I ordered. They have now quit responding and are not helping me either get a refund or send me what I ordered. I am stuck with a package that is useless to me as they sent me the wrong thing and they have been completely unwilling to help and clearly do not care about customer service. I can't return the bad package because my FedEx store will not accept it and they will not refund or complete my original order.

  Business response

  11/11/2021

  We have attempted to reach out to Mr. ******* via email and phone calls to get this issue resolved. We are currently waiting on a response.

  Customer response

  11/18/2021

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. 
  
  

• Initial Complaint

  07/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an on-line order with this store on 7/17/2021. It is order number 5258532. Their website indicates is was shipped by ***** and shows a tracking number. As of 7/24/2021 ***** does not have any record of this tracking number nor have I received the product I ordered. I am moving in 2 weeks and ***** does not forward packages. I have left 3 voice messages and sent 3 emails to customer services asking about this discrepancy and the status of my order. My last message was that I wanted to cancel the order due to the fact that I am moving and the package will not be forwarded and I do not trust that this company is capable of 1. responding to my requesting or 2. processing my order.

  Customer response

  07/28/2021

  ***** ****** ****** ************************* ***** **** *** *** **** ** **** ** ******** ******** *** ***************************************
  
  
  This matter was resolved with the business this morning.
  
  ****** ****** *** ******** ****** ********* ** ***** ************

*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. ↩