Complaints

• Initial Complaint

  12/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Browning Bar Mk3 on in 12-3-23 from Guns.com. I was there when the gun was unboxed at the *** transfer dealer. It was double boxed and both showed no signs of damage. The gun had 2 distinct issues from the manufacturer.1- The stock had 2 chips on the bottom of the pistol grip ****. It appears the rifle was put in a vise/jig and damaged. 2- The scope mounting inserts had some very ugly scars on the receiver. It appears that when deburring, the tool "walked". There was also pitting on receiver.I was disappointed, my *** dealer was surprised the rifle passed QC Inspection. However, I was thinking that I could live with the issues. The scope rings would cover the receiver scars and I could smooth the chipped stock and use a stain pen to hide those defects. I purchased genuine Browning rings to mount my scope. When mounting the rings, the inserts were installed too deep into the receiver, meaning the *** screws were too short. My gunsmith got a longer s**** and then he had to grind it down to keep it from locking the bolt. When it was short enough to allow free bolt movement, there was only 1.5 threads difference in the *** screws and this replacement. Also when starting to torque the other s**** we found that insert was also too deep and the s**** would take no torque at all. I then decided to not try to live with this defective rifle. I contacted my local ************** from the Browning web site. They advised the rifle couldn't be repaired and needed to go back to manufacturer. Now upon consideration of the receiver damage as well as the stock damage, I want a new replacement rifle or refund. I followed the directions for return and at this point the rifle is carefully packaged and has a shipping label with insurance for the full purchase price ($60) to go out tomorrow 12/11/23. I think shipping should be paid by Browning.I expected a pristine heirloom quality firearm like I've known Browning to be. I don't think I have any unreasonable request.

  Business response

  12/12/2023

  The 1st we have heard of a problem with this customers firearm was this complaint. I reached out to the customer yesterday to discuss the issues he is having and to offer a shipping label to bring it back in so that we may evaluate it.  He had already shipped it back to us on his own so he gave me the tracking information and the serial # of the firearm so that I can personally look into it when it arrives.  Until we have had an opportunity to review the firearm and determine what is wrong with it and what needs to be done to correct it, unfortunately we don't know the resolution.  I made the customer aware of this and told him that I would make contact with him once we receive it and have an opportunity to review everything.  

  Customer response

  12/12/2023

  Complaint: 20986277
  
  I am rejecting this response because:  

  I have not received an offer to resolve the issues. Browning is being very cooperative. They still need to evaluate the rifle. It's due to arrive to them tomorrow.  They offered a shipping label but I had already mailed it out. They told me the scope mounting inserts could be easily fixed, while the local ************************* said it couldn't be repaired. But they never examined the rifle. Since the receiver also has spots resembling pitting and the **** stock is chipped, I feel that replacement or refund if my model isn't in stock is the correct resolution. I will patiently await Browning's assessment. I expect they will be accommodating.

  
  
  
  Sincerely,

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

  Business response

  12/14/2023

  Unfortunately until we receive the firearm and have a chance to review it, we can't comment any further. Based on the tracking information provided the package is still at a Postal facility in ******** ** and has not moved since Dec 11th.  Once we receive it and have a chance to evaluate it then we can determine more.  

  Customer response

  12/15/2023

  Browning is awaiting the rifle so they can evaluate it. My rifle is lost in the mail. **** can't even file an inquiry until tomorrow (12/26). I don't know what to do at this point. Should I just wait a few days without responding to the business? Or should I respond as though I am unsatisfied with their efforts?

   

   

  Customer response

  12/16/2023

  The tracking info now shows that the rifle was delivered yesterday. So, I am anticipating that the Browning official will inspect it and agree that this rifle is not representative of their Brand and offer to replace it. 

  Customer response

  12/19/2023

  Browning has satisfied my complaint. Please close this case favorably toward them.

   

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

• Initial Complaint

  12/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  12/3/22 I purchased browning xbolt in medallion edition 3006 nice rifle I peeled off sticker on barrel and wiped off with new wash cloth with hot water the blue on barrel came off to bare steel iv called customer service 12/5/22 said he would email packaging info to have looked at been two days no response the store I bought from won't response to emails or voicemail il never buy another browning product jus want my brand new rifle replaced for new one stop putting stickers on expensive guns what the **** people really my name is *** **** my number is *** *** **** I'm discusted and ****** off no customer service from ******* in error nh and no service from browning arms

  Business response

  12/08/2022

  Our Customer service personnel received a call from the complainant on Monday of this week and he was told that we would be more than happy to take a look at the firearm and see what had happened to it.  Based on his description of the problem with the firearm he was told that we would have it returned to our service center.  When told that it, He just kept saying that we were not going to help him and that we were trying to take advantage of him.  We understand that he has a new purchase that has an issue and doesn't want to have to send it back in, unfortunately when it comes to problems the only way to diagnose and correct a problem is to get it in to our Service Center.  There are several things that could have happened to the firearm to cause damage to it and until we have an opportunity to review it we don't know what happened or what the corrective action will be.  Bluing is a chemical treatment of the metal parts of a firearm and can't just wipe off or fall off like a paint or other types of finish. 
  We are more than happy to get the firearm back in to our Service center, evaluate it, and see how it can be corrected.  Until we are able to examine the problem we don't know what can be done to correct it.  A shipping label has been sent to the complainants email to use to send it back in to our Service Manager's attention and once we get it back we will see what the damage is and what is required to correct it.  As to his complaint about the Store that he purchased the product from we have no control over them, they are a private business that buys our products for resale.  When it comes to our product we certainly stand behind what we manufacture, we just can't make a determination or correction unless we receive the product back first.  Whether it is returned by the store we sold it to or the end user it doesn’t matter to us, we are still more than happy to review it and come to a resolution.  We look forward to being able to help the customer out once we receive the product back.  If he has any further questions our Service Manager’s contact info is in the email that was sent directly to him with the shipping label.

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I needed a new barrel made for my citori. I sent it to browning in late september of 2021 for inspection of the firearm and an estimate. I never got an estimate until early january. I sent in payment end of febraury. The second reminder I got in Febraury said that the barrel would be done end of april. I have called several times since it hasn't been finished. They cashed my check in mid March. When i talk to customer service they can't say when it'll be completed. Might not even be this year.

  Business response

  05/23/2022

  The firearm was labeled into our system on 10/27/21.  It was sent to the shop and evaluated for repair.  We sent a quote letter out to the customer on 12/20/21 detailing what was needed to repair the firearm.   The customer called in and asked about the necessary repairs on Dec 29th.  Then on Feb 7th 2022 he requested another copy of the quote letter be emailed to him.  On Feb 10 while running routine quote letter cleanup a final notice quote letter was sent to him.   Later that day we received his go ahead to proceed with the repairs.  This firearm was made with 28" barrels and when the customer sent it back to have the barrels replaced he requested that 30" barrels be put on it instead of the 28" if possible.  The gunsmith noticed that he had requested 30" barrels and was working with the Parts department Manager to communicate with the factory to see if we could accomodate that request.  Due to a loss of personnel the gunsmith never received information back as to whether we could obtain them or not.  This caused the service gun to fall through the cracks unfortunately.  When we heard from the owner again on May 19th and we realized what had happened we made his firearm the gunsmiths 1st priority to complete the repairs with the 28" barrels that we had available.  They are currently being fitted to the firearm and should be done in the next day or 2.  Once complete the firearm will be reassembled and returned immediately.  They should ship out of here by 5/26 barring any unforeseen issues.  

*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. ↩