Complaints

• Initial Complaint

  12/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased an Iver Johnson firearm, a 20 guage shotgun. Right out of the box I couldn't even load the bullets into the gun. I took it to a local gunsmith who was finally able to load it, but after firing one shot the other bullets came tumbling out. He said the gun is a lemon and I should get a refund. Iver Johnson refuses to refund me. They say that since I bought the firearm from Midwayusa.com it's their responsibility, even though Iver Johnson made the firearm, they aren't taking any responsibility. Okay. They tell me I need to send it in. They MIGHT replace it, and they might repair it. FINE. I sent in the gun.It's been over a month and they say that my gun is waiting in line to be looked at. This is disgusting and horrible! I don't have protection whatsoever during this time of Jew hatred and I don't have money to buy another gun because they won't refund me. Can you please help me either 1) get a refund, or 2) get a working gun from Iver Johnson!Thank you!

  Business response

  12/11/2023

  We have been in constant contact with ****** since his initial claim.  It took almost a full week of emails back and forth before he finally gave us the initial requested info, which we need to process his warranty claim and get his shotgun repaired.  Simple things that include the serial number of his shotgun and the sales receipt showing when he made the purchase.  Since the beginning of his claim, we have told him that the warranty will cover any repairs or replacements that are necessary.  We will even cover the cost of his return shipping to get the shotgun back to us, even though the warranty does not cover the shipping from him to us.  It only covers the shipping from us back to him.  

  We sent Shalom a return shipping label.  He continues to say the shotgun is a "lemon".  The most likely issue is just needing a replaced trigger assembly.  However, if need be, we will replace the entire shotgun with a new one.  Since the beginning, this has never been good enough for *******  He wants a full refund, even though he did not purchase the shotgun directly from us, and he wants more compensation on top of that, whatever that means.  

  We have his shotgun in our facility and it is actually in line for review this week.  

  As we have stated from the beginning, we will repair the shotgun if possible with all new parts, or completely replace the shotgun if need be.  Due to the holidays, things are taking a bit longer than normal, but this should be handled very soon. 

  Customer response

  12/11/2023

   
  Complaint: 20978423
  
  I am rejecting this response because: 

  They do not give any timeline as to when I will have a working firearm in my hands. "It should be taken care of soon" is not good enough. Does the BBB think this is good enough?

  Further, I clearly wrote in my BBB complaint that the desired outcome is a replaced shotgun, however they completely ignore this and make the claim that I am actively demanding money from them. Did you see that? 

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

  Business response

  12/12/2023

  Originally, ****** went back and forth with us because he was addiment that would should give him a full refund, after we had already explained that the warranty does not cover refunds, but we will repair or completely replace as needed.  Attached is one of the emails where he discusses this, after we had already explained the warranty process.  He did finally accept this, after many back and forth emails.  As of this Monday, we actually have a brand new shotgun ready to ship back to Shalom as a replacement, which we told him would be coming.  We did not give a specific date, because a specific date is not possible.  Other customers with warranty claims are in front of his return, and it is important to all of our customers that we meet their repair needs as soon as possible.  A time frame on repairing each gun is not possible, because every item has a different issue and requires a different amount of time to repair, which is unknown until each individual gun is reviewed, in the order that they are received.  We have answered all of ******'s emails in the past asking about status of his return.  We did notify him that his shogun was received and was in line for review.  Again, ******'s new shotgun is ready to return to him, we have notified him of such, and we are waiting on a response from Shalom on shipping details.   

  Customer response

  12/20/2023

   
  Complaint: 20978423

  BBB PLEASE HELP ME!! I AM BEING ABUSED.
  
  I am rejecting this response because:

  The gun arrived today finally from their warehouse. I loaded two bullets into the tube and racked it many times however the gun does NOT pick up any bullet and put into the chamber. 
  
  I repeat, the gun does NOT load any bullets from the tube when racking many many times. 
  
  The gun is still inoperable. After all this time they sent me another inoperable gun!!!!
  
  I don't want this gun under my name. I need to send the gun back to them. I don't care if they are disgusting and won't refund me, I still need to send them back the gun so that they can have their inoperable piece of s*** in their warehouse without my name on it. 
  
  I need a return label so that I can return the gun without any refund. I just need confirmation that they have taken my name off the gun.
  
  Thank you for your time,
  *****************************
  ************

   

  
  
  

  Customer response

  12/20/2023

  BBB PLEASE HELP ME!! I AM BEING ABUSED.

  The gun arrived today. I loaded two bullets into the tube and racked it many times however the gun does NOT pick up any bullet and put into the chamber. 
  
  I repeat, the gun does NOT load any bullets from the tube when racking many many times. 
  
  The gun is still inoperable. After all this time they sent me another inoperable gun!!!!
  
  I don't want this gun under my name. I need to send the gun back. I don't care if these crooks won't refund me, I still need to send back the gun so that they can have their inoperable piece of s*** in their own warehouse without my name on it. 
  
  Please send me a return label so that I can return the gun without any refund. I just need confirmation that you have taken my name off the gun.
  
  
  Thank you for your time,
  *****************************
  ************

  Business response

  12/22/2023

  We received an email from ***************************** on ***** stating that he took the new shotgun to a gun shop and the shop showed him what he was doing wrong for loading the shotgun.  All seems to be resolved and ok at this time with the new replacement shotgun.  I advised ****** that if there are any further issues, to let me know.  We will do what we can to repair any issues if they arise.  Here is the email from ****** on *****:

  I took it to a gun shop today. He oiled it up and was able to rack it up. He showed me not to push in the bullets all the way into the tube. The edge of the bullet needs to stick out so that the elevator can grab it and put it in the chamber. 
  
  I will take it to the range when I get back from my trip. I hope it shoots at the range.
  
  I have come to a level of peace with everything. If it doesn't work when I get back, I will either pay out of my own pocket to get it fixed by a competent gunsmith, or find out how to get rid of a gun because it'll be too expensive. But I am done losing my mind and getting so angry at Iver Johnson. I don't like myself when I lose my ****. 
  
  Be well. I'm sorry for any nastiness that came out of me. I'm not saying my points were invalid, rather, that my nastiness could have been left out of it. I am sorry for that. I respect you for dealing with it.
  
  I will let you know, as a matter of fact, whether it worked at the range or not. But God willing I won't be asking Iver Johnson for anything anymore. 

*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. ↩