Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  First, I would like to say I get no pleasure in writing post. I believe Barra has a great deal of potential in field of air rifles. The issue abd i believe it’s more or less an across the board problem in air rifle field is a lack of resources invested in customer service. Department is poorly run with huge problems of reps not understanding their products they are supposed to provide support for. Unfortunately, this is not much different than most air rifle companies. However, just because companies are horrible at customer service it does not excuse Barras quest in becoming the king of such an award. I will make this brief as possible so not to bore anyone. had contacted Barra to return with the result being a rifle not being able to shoot straight (which is fairly important). After months of back and forth (responsibility for length for the return was partially mine) along with the tactical decision to extend that timeframe even longer using UPS ground from Cali to Arkansas and back again (why a company would use ups ground to ship across country still confuses me) Barra managed to ship me the wrong rifle.With thoughts of the Pony Express (ups ground) facilitating another transfer of goods and the rifle similar to one I wanted I decided on keeping the rifle. 4 months and apprx 4,000 rounds later that rifle broke in dynamic scary fashion with break barrel collapsing during firing. The error rifle Barra sent was equipped with older gas piston not new power piston (initially I had a conversation with rep from beginning confirming the power piston model was the model i wanted) I will say the rifle was extremely fun to shoot with a range out to approx 120/130 yards consistently. I initiated a return Dec 2,2024 and long story short it’s Jan 13 abd I’m still trying to facilitate return w/ custom service. Emails have gone unreturned for weeks except for 2 brief responses that led to nowhere, Do Better because this is not it.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an airgun (1.77 BB pistol 1911) from BarraAirguns through Tractor Supply Company (online purchase). I recieved the product on December 23rd. I immediately attempted to try it out and found that the item was defective. Specifically it would not shoot the BB's. I followed all instructions on trouble-shooting the gun and it did not address my issue. The packaging box stated that if you had any issues with their product to contact Barra directly and not take it back to Tractor Supply Company. I initiated an email and immediately got a response from Barra that they were recieving an overwhelming amount of email traffic and that they would get back to me in 4 - 5 business days. This was a computer generated correspondence. I waited the time period and made a phone call to them approximately on 2 January 2023. I did not speak to an actual person, their voicemail stated that they were either in a meeting or with another customer and that the best way to get ahold of them was to email them. I initiated a second email again stating my situation with their product. I immediately got an exact computer generated email response stating what the previous email response said. I have made more than my fair share of attempts to resolve this issue that they created. To date, I have sent three emails and two phone calls and have yet to either get a proper email response with instructions on how to fix their problem or a phone from a live human being telling me the same. I am convinced that their customer service is not up to the task of dealing with issues like mine. I would also say that their deceptive practices as to how they claim they warranty their items and yet I can't even get a replacement or a refund.

  Business response

  02/02/2023

  Hi *****,

  I completely understand your frustration and I apologize for our failure to respond to your issue. While we were backed up with additional requests from customers the main delay in our responding to you was that you email got flagged as Spam by our software. We got a lot of spam emails and we have these filtered out of our normal inbox but the filtering is not perfect and filters out legitimate customer requests sometimes. This is in no way your fault, we normally go and check and do an audit to make sure that no customer requests get flagged but because we were behind this was not done. We have brought on a new customer service team member this week and will be making improvements and make sure that we are getting to all customer requests in a timely fashion.

  I tell you all this not to make excuses for ourselves but to let you that we do care and that we are trying to do things the right way. We still need to get better. Thank you for your excessive patience!

  My understanding is that one of our team members is working with you on getting a replacement .177 BB 1911 Pistol. Please let me know if you require anything else at this time.
  

  Customer response

  02/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18905116, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******* *********

*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. ↩