Complaints
Current Alerts For This Business
BBB files indicate that this business has a pattern of complaints concerning complaint issues pertaining to products, refunds and exchanges. On December 7, 2023, BBB submitted a written request to the company encouraging them to address the pattern of complaints.
The complaints include issues that products did not meet the expectations of the complainant, including disputes regarding a failure to honor company policy or verbal commitment to provide refunds, exchanges, or credit for products or services.
As of December 18, 2023, BBB has received a response from the business with an agreement to eliminate the pattern of complaints.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/27/2025
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order date: 11 JAN 2025 I placed an order for several items, including two NFA regulated items (a short barreled rifle (SBR) and a silencer). The non-NFA item were shipped and delivered without issue. However attempts to reach out to the business via email and telephone have been unsuccessful. I have been attempting to reach the business to gather details regarding my order such as, the serial numbers of the items, so that I may check with the ATF for a status update. I was informed by the business that, in accordance with all laws, they are waiting for ATF Form 3 approval prior to shipping which is completely expected and correct. I am simply trying to get the serial numbers and the name of the transferor, so I can check the status with the ATF.
Business response
01/27/2025
Hello, ill have to reach out to our other warehouse where this is located, ill email you direct when i hear back from them, thanks and very sorry for the delay. thanks
********
Head of Sales/Customer Service
Customer response
01/28/2025
Complaint: ********
I am rejecting this response because:I have yet to hear from the business about the status of my items or the requested information regarding my items. The business assured this in their response and did not follow through, hence me filing this complaint in the first place.
Sincerely,
**** ****** **Business response
01/28/2025
Hello I've been looking into this, so we have to ship all sbrs/suppressors out of out main warehouse and the sbr form 3 has been done but that is to send it to our main warehouse and it will be here by next Monday, then we will file the form 3 to send to your ffl which should not take long at all, I'm very sorry for the delay and this usually doesn't happen, we are on top of it and when it get to us we can give you the serials of both to follow the form 3 then, please advise.
********
Customer response
02/04/2025
Complaint: ********
I am rejecting this response because:I have have yet to receive the items, serial numbers or tracking details nearly 1 month post purchase. I was assured that I would have this information on Monday (2/3). As of 2/4/25, I have not hear from the business since our last correspondence via BBB messaging.
I sincerely hope, I will receive updates on my purchased items to conclude this transaction as quickly as possible at this point.
Sincerely,
**** ****** **Customer response
02/09/2025
Please close this case. The transactions has been successfully completed and the business owner contacted me to explain the situation. Thank you.Initial Complaint
01/14/2025
- Complaint Type:
- Product Issues
- Status:
- Resolved
Made a purchase from the website *********************** on 01/07/25 at 0625hrs, received an email thanking me for the order within minutes. Then a second email at 0628hrs stating Order status has been changed.A third at 0630hrs email stating "Shooting Surplus is fast at work getting your order ready, and we'll let you know as soon as it ships." A forth email at 0634hrs with the order ID and "we are working to get your order out the next 48 to 72 hours. I called on 01/10/25 "NO answer, Left a message, called 01/13/25 NO answer, left message, Called 01/13/25 NO answer, left message. sent email 01/13/25 no reply. 01/14/25 submitted contact me form on the website, received an email back from a suspicious email. *************************o I would like to cancel the order, close the account and have all my information deleted from their data base.Business response
01/14/2025
Hello, we are sorry for the delay on shipping, we did cancel your order and refund you in full, please allow 1-4 business days to see funds back in account, thanks
********
Cust Serv manager
Customer response
01/14/2025
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
12/30/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On December 20, 2024, I placed an order in the amount of $411.19. I have written the business both in their online portal and through email moments ago. I was only inquiring about the status of my order since I have not received an update. I have not received an email back and I also left a voicemail on their phone earlier today and did not receive a phone call back. I am only asking that the company let me know, where my order status is? If out of stock I would be asking for a refund and if it is currently in the shipping process that I be provided with the shipping information. I would like to become a repeat customer but this type of service would stop me from ordering again because I am afraid that they will not communicate in the future.Business response
12/30/2024
Hello, we are sorry you haven't gotten any emails from us. i took a look at your order and we did respond to you. it may have went to your spam emails. but we have your order in line, it was processed and is going through the shipping department. we have had delays in the shipping due to the carriers delays because of the holidays as well. once the gun ships, we will email you tracking information, thanks!
-*******
Customer response
12/30/2024
I would like to wait until the product is shipped and then accept the response so that it does not close the case. I understand the delays the shipper is experiencing but I do not see any responses to my email shipper may have misspelled my email it is ***************************Customer response
12/30/2024
Complaint: ********
I am rejecting this response because: Can they give an estimated shipping date? I would like to know when the product will be shipped. This is not a FORMAL REJECTION or ACCEPTANCE OF the offer. Just a follow up with a question.
Sincerely,
******* ********Business response
12/31/2024
Hello, here is the tracking, thanks, God Bless, and have a happy new year.
****************************************************************************************
Customer response
12/31/2024
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. Have a Happy New Year!!!
Sincerely,
******* ********Initial Complaint
10/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Placed order and have been trying to cancel it since it has been taking so long. Called and emailed numerous times without a replyBusiness response
10/28/2024
Hello, we are sorry this was not handled for you. have been transitioning to our new website and a couple orders that needed to be cancelled were put on hold so they didnt get lost in the transitioning. we are cancelling and refunded your order as we speak, thanks and have a Blessed day.
-Matthew
Purchasing manager
Initial Complaint
08/27/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a part on 8/12. Rec part on 8/19. Wrong part ordered. 8/21 followed their policy on contacting them via email for a return. No response as of today, 8/27. Called them twice within the same time frame and left a msg. Nothing as of yet.Business response
08/27/2024
Just spoke with customer, emailed a return label, will recieve full refund on order, thanks and have a blessed day.
******** ****
Head of Purchasing
Customer response
08/28/2024
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
06/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
on 240618, ordered 3 magazines (192918 for $81.56). in account info, showed "processing" (still to this day shows it). Never was updated to show any shipping, tracking, etc. info. Sent email on 0614 & 0617 to either ship or cancel based on "processing". No response until 0617 "... not sure what's going on here..." -SSurp. No other contact or info. Items discovered delivered Tuesday 0618. Contacted SS for return & refund due to lack of effective service and no status updates. Meanwhile, ordered items from competitor & instructed SS to cancel the order & tell me if they wanted them back. No response. Then, finally: " If you would like to return items, you are more than welcome to. There will be a 15% restocking fee." What service! (sarcasm). I told them if they wanted them back to LMK & send me a handling fee for my time, gas, and hassle for dealing with THEIR MISTAKES. But, you see the response: 15%. What a lot of "baloney". They are FLAT REFUSING to entertain return except for charging me $12.23 PLUS shipping I have to pay for. If you don't do your job, YOU pay, not me. I'm really fed up with crooked companies and their poorly-performing employees and management with their heads stuck up their ..... They seem to think bad service deserves a reward paid by me - the customer. I will not be doing any more business with this bunch.Business response
06/26/2024
Hello, Order was placed on the 8th of June, which is a saturday and we are closed on weekend, your order was processed and put in line to be shipped on monday the 10th. The item delivered to your mailbox on the 14th before you emailed us on that same day, we did advise it was delivered and we also emailed your tracking info for the item as soon as it shipped, tracking ( **********************), tho it wasnt until the 18th that you resonded saying they were in your mailbox. i have also attached the email we sent you about that tracking info. We are more than happy to take the item back for the restocking fees, but we cannot Justify paying for the other requests because we did send emails stating that the items have shipped and such.
Hope this helps, thanks and have a great day
******* ****
Head of Purchasing
Initial Complaint
03/14/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Placed order #188309 on 3/7/24. My credit card was billed $105 on 3/8/24. As of 3/14/24 my order has not shipped and still says "processing". I tried contacting them by phone several times on 3/13 and 3/14 and cannot get through to a live person. Left a voicemail asking when I can expect to receive my order on 3/13. Also, attempted contact via the form on their website. Either the order needs to ship immediately or they need to give my money back. Most legitimate online businesses don't charge your credit card until the order ships.Business response
03/14/2024
Hello, the order was shipped out on the 11th, we sent you email confirmation with tracking info. being that the order was place on a thurday, it got processed on friday the 8th, and we are closed on weekend so it shipped out that monday, we did not find any emails from the customer asking about this matter, but please see tracking info below. thanks
*************************************************************************************
Customer response
03/14/2024
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. However, I would like to state the following in rebuttal to the business response: (1) They never emailed me a tracking number as stated. (2) The claim to never have received my inquiry into the order status - filled out the contact form on their website, and I called the number listed for them on BBB, the message indicated it was in fact the business in question, and I left a voicemail. So they either need to fix their internal customer service issues or continue to get complaints from their customers. Per tracking provided based on this BBB inquiry, I should get my order tomorrow 3/15/24.
Sincerely,
****** **********Initial Complaint
02/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Never got a call on gun I ordered PLACE IS A SCAMBusiness response
02/16/2024
Hello, we are not a scam. The customer ordered the gun on 1/31/24 , and before we could ship the gun to him, he filed a chargeback with his bank. We have since cancelled his order and refunded him accordingly on 2/15/24 . thanksInitial Complaint
02/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I saw an offer on Shooting Surplus' website offering to sell me 250 rounds of .410 gauge ammo for $30.34 plus $13.99 for shipping. The ammo was listed as being "in stock". I immediately accepted that offer and paid with my credit card. I received the confirmation that I uploaded with this complaint. Now, today, I got an email from the company claiming that it cannot fulfill my order because the ammo is supposedly out of stock. Based on the many complaints filed by other people who have experienced exactly the same treatment it is clear to me that this company is intentionally and purposefully engaging in a scam to lure people in and get their addresses, names, credit card info, phones numbers, etc. I want Shooting Surplus to specifically perform on the purchase contract I made with them. Otherwise, I will sue them for the difference in price I will be forced to pay to obtain the ammunition they agreed to sell to me at that price. ***** ** ******** ****Business response
02/12/2024
Hello, we are not a scap, we didnt bait you in, we simply notified you of the out of stock ammo and refunded you as soon as we found out. that ammo was on sale and it all sold very quickly and several people had to get refunded because when multiple people order at the same time and this is only a certain number of that product left, it will not update in the system fast enough to show out of stock before that customer, i.e. you, pays for it. We hope this helps and if it comes available again we can definetly let you know. but it is out of stock and we refunded you completly. Thanks and have a blessed day.
******* ****
Head of Purchasing
Initial Complaint
02/01/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Date of transaction: Jan 27,2024. Amound paid: $132.02. Order number: 182778. I have been waiting for any new updates about my order whether Shooting Surplus is going to ship the items or not. The item was shown in stock, so I thought that it's going to be shipped soon. But it's almost 4 business days, and multiple emails was sent to Shooting Surplus asking about my order. However, none were replied. I'd like to see if Shooting Surplus is going to solve my case any sooner. Thank you so much.Business response
02/01/2024
Hello, This order was placed on saturday the 27th, and we are closed on the weekends, monday morning we sent her an email asking for address verification because the billing and shipping addresses were different in the order and we needed clarification before shipping. She has yet to resond to that. also, we try to get thing out as soon as possible, we try and ship orders out within 3-5 business days, weekends do not count. We have also left her a voicemail on this issue, and yet to hear back, please advise. ThanksCustomer response
02/07/2024
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,
** ****
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Get a QuoteCustomer Complaints Summary
34 total complaints in the last 3 years.
9 complaints closed in the last 12 months.
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