Complaints

• Initial Complaint

  05/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased two firearms during H&K's Magapalooza rebate, which if you purchase one or more of their approved firearms you get a $200 rebate for each purchase. I got the rebates for my purchases only to find out that they expire on May 31 which was just over a month before I received the rebates and when looking for items to spend the rebate on, most items they offer are "Out of Stock" and cannot be ordered. I contacted the company to ask about the situation with hopes of an extension of the rebate so that I could find some items to purchase with the rebate. The reply I got was just passing the blame of the situation to their third-party suppliers and not even a hint of resolution to the problem. I emailed them another reply, understanding the situation and that I was just hoping they could do the right thing and extend the rebate expiration so that I and other customers would have a chance at getting items from their webstore as most of it is "Out Of Stock" and cannot be ordered, But I never received a reply, I got an email to rate my interaction with customer service about this situation but when I clicked on it to rate them it said the link was now closed and can no longer be used.

  Business response

  05/02/2024

  Because of the stock on our web store we have extended the rebate codes to 6/30/**.  If customers have concerns we have been letting them know we will do what we can to accommodated the use of the rebates they have earned.  We will reach back out to this customer to let them know about the extension and they can contact us should another be needed.  

  Customer response

  05/05/2024

  I am rejecting this response because: Adding one month to the rebate expiration seems like a short amount of time to be able to have all the items available to be ordered.
  
  Sincerely,
  
  ******* *****

  Business response

  05/06/2024

  If you would like to call our customer support team at 706-***-**** we can enter your order directly into our system and apply the code you have to the order. This will bypass our web store and put you at the front of the line once the back ordered items arrive.  We are open 9:30 to 4:30 M-F  (EDT).  

  Customer response

  05/07/2024

  I am rejecting this response because: I am not trying to get to the front of the list on anything, I just want all the customers that participated in this rebate offer to have the same chance at ordering the items that are out of stock and cannot be ordered because H&K didn't plan and prepare properly for their own rebate offer. I am getting very frustrated by this situation and the lack of holding up to your end of the deal that H&K made for the rebate. It seems like H&K is punishing its customers because they could not properly plan and prepare for a rebate they came up with and offered. It also seems like H&K has been less than willing to just admit the mistake and correct the situation, the offer of adding a month on to the rebate expiration and calling to get put on the front of a list is not a resolution.
  
  Sincerely,
  
  ******* *****

  Business response

  05/14/2024

  we have reached out to the customer via email on 5/2/** and by phone and left messages on 5/7/** and 5/13/**.  We look forward to hearing the customer so we can assist them in using the rebate they have earned.   We will gladly help any customer that contacts us to make sure that the rebates can be used towards the products they are looking for.  

  Customer response

  05/14/2024

  I am rejecting this response because: I received the email and the phone calls. I work 10 hours a day 6 days a week and cannot call at the times of their hours. The email stated nothing new and did not help this situation at all. I returned the phone call to Jeff 5/14/20** because I took a day off work. I don't understand why I did not receive responses back through BBB, It seemed we had a chance at communication on here without any problems, but it seems that is why it was changed, to get put on me for working a lot of hours and not being able to call during their hours. Even though I do not appreciate the way this is being handled in the least. I still just want the same outcome. That is for H&K to stand by their offer on the rebate and give everyone a fair chance at all the items on their webstore not just the stuff that is left because they did not plan accordingly for their own rebate offer they came up with. One month extension is not enough and needs to be to ALL customers of the rebate.
  
  Sincerely, 
  
  ******* *****

• Initial Complaint

  08/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  In **** 2023, I purchased a ******, solely based off the Father's Day sale. With the purchase, I would receive $200 gift card to use in the online store by ****** **** of this year, as well as $50 to use by the end of 2030. I have tried to redeem the gift card many times since receiving via email, only to receive an error code upon checkout. I tried calling customer support but all I get is a recording saying that the phones are down, try again tomorrow. I emailed them only to receive a error response 4 days later. I found a salesman's phone number and was able to talk to him. He advised HK is redoing their website and would be up by ****** 11th. As of today, ****** 17th, its still down and no one answering phones or emails. I tried calling the retailer where I purchased it and they were no help either. At this point, I want a full refund for my purchase and walk away. This was purchased as a duty firearm and with the lack of support, I can't take a chance when something goes wrong with the firearm.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a ******* for the amount of $776.69. After receiving the pistol I noticed it was shooting low, and the rear night sight was nearly invisible. Also the trigger was not up to standards of other HK pistols I have fired. I contacted HK customer service and was initially told I would have to pay to have my new under warranty pistol sent to them for evaluations. Which by current laws must be sent overnight and is $100 0r more. In all honesty I did say, ********* ******* ***** Then I asked to speak to a manager. The manager informed me of several of their policies that I would not have known until after I received the pistol. 1. They rarely provide call tags (return shipping) to return firearms. A practice provided by EVERY firearms manufacturer I've dealt with in the past. 2. They have recently changed the manufacturer that provides their night sights without this being disclosed in advertising. 3. If they determine there is nothing wrong with the pistol, I would have to pay for the call tag, shipping, and service before my pistol is returned to me. A practice unheard of in the industry. At this point I feel I have been cheated and did not receive the product I intended to purchase.

*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. ↩