Complaints

• Initial Complaint

  12/30/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Unable to cancel membership

  Business response

  12/30/2024

  Hi, ******.

  Your membership was canceled 14 months ago, on 10/01/2023. We see no other membership connected to your name or email address.

  Business response

  12/31/2024

  Dear Mr. *****,
  Thank you for your response.
  We have reviewed the matter and noted that your wife, Mrs. *****, submitted a ticket on 12/30/2024 at 5:48 AM EST. We promptly responded at 7:48 AM EST with detailed instructions on how to cancel a paused membership. We sincerely apologize if that email was missed. Unfortunately, we have no control over how emails are handled or filtered by our customers' email systems.

  
  To expedite the resolution, we went ahead and canceled the membership for her on 12/30/2024, as it seems she did not see our response to her initial request. A confirmation email with the cancellation details, including the membership turn-off date, was sent to her. For your convenience, I have also re-sent that email to you today, 12/31/2024. Please note that the turn-off date mentioned in the emails can be disregarded, as we have already processed the cancellation.

  
  Additionally, we provided a total of four refunds as follows:
  3 refunds of $4.99 each (covering three months of pause fees)
  1 refund of $39.99 (covering one month of subscription)

  
  These refunds have been initiated to the card on file. As mentioned previously, please allow 5–7 business days for the refunds to reflect, depending on the policies and procedures of your banking institution.

  
  Given that we addressed the issue and extended actions beyond our standard policies outlined in our Terms & Conditions, we are eager to understand and address any remaining concerns. Please let us know if there is something specific still unresolved or if further clarification is needed by reaching out to us here: ************************************

  
  Thank you for your time, and we hope this message finds you well as we approach the New Year.

  
  Best regards,
  
  Range USA - Customer Support

  Customer response

  01/02/2025

  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. 
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  12/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Range USA made my final visit on August 11th and requested by phone cancellation at the store level on the following Monday. Store said okay, I hung up the phone and continued to move on. Today December 16th 2024. While balancing my accounts I noticed they never stopped charging my account. Upon calling the help desk they inform me at the store level the membership cannot be canceled and assured me that the store knows that and since the store goes that they would have dismissed my request to cancel and referred me to the customer service line which did not happen. I've not been to any location since requesting to cancel nor have I used any services from them as I thought my membership was canceled. I would like September October and November returned December was already done so by the customer service.

  Business response

  12/16/2024

  Hello *****,

  We have looked into this issue and see that no tickets were sent in to cancel the membership nor attempts to login to your account before 12/16/2024.  You at the time of purchase agreed to the terms and conditions of our memberships.

  Information regarding memberships is always available at our stores; on our T.V.'s and at each register, and online.
  
  We do not provide refunds for membership charges made prior to cancelation.
  If you are requesting refunds for any membership charges, please provide us with a cancelation confirmation email you received before those charges.
  Please look over our terms and conditions to learn more about our policies and procedures.
  POLICIES & TERMS OF PURCHASE
  MEMBERSHIP CANCELLATION POLICIES
  All memberships are Non-Transferable & Non-Refundable.
  Member’s accounts will continue to accrue monthly membership fees until explicitly canceled by the Member. Member understands that the Store will under no circumstance cancel an account on behalf of the Member and that the Member is responsible for giving appropriate notice to Customer Service.
  Month-to-month memberships may be canceled provided a ten (10) day notice prior to next monthly due date to stop a charge from generating.
  Range USA reserves the right to cancel the membership of any person for any reason. If such cancellation is made due to violation of Range USA policies, violation of terms of this Agreement, or due to damage rendered by Member or Member’s guests.
  Member agrees to pay monthly dues on time, to include notifying Range USA promptly if the credit card information used for automatic payment changes, or to be charged a declined payment fee and/or a late fee per delinquent payment.
  Terms and Conditions

• Initial Complaint

  12/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The store agent intentionally misled me into signing up for a one-month membership, concealed that it was an auto-subscription, and failed to send any billing information afterward. They quietly deducted money without notifying me. When I reached out, the company rudely refused to refund my money. I visited the store to try shooting with a friend. The agent strongly recommended the monthly membership, claiming it would save us money even if we didn’t return. Neither my friend nor I are locals, and the agent was fully aware of this. He didn't disclose that the membership was an auto-renewal subscription intentionally. See the attached reply, they knew they didn't tell me, but said I should look at the TV in the store to know it's auto-subscription, fully intentional cheating. To make matters worse, he used my friend's card linked to my email address, no email notifications were sent about the monthly charges, and they didn't even tell us we can have an online account. We had no way of knowing we were being charged. We only discovered it three months later during the Thanksgiving trip when we met in person. The range's agent intentionally deceived us into subscribing, and this kind of behavior is deeply disappointing. I expected better from a business in the U.S., especially in a place like *****, where I thought the values of honesty and integrity were respected. I feel shame for them, in *****, where I believed strong, gun-owning people were all honorable cowboys with integrity.

  Business response

  12/07/2024

  Hello *** ***,

  Thank you for reaching out to us.

  Information regarding memberships is always available at our stores; on our T.V.'s and at each register, and online. Memberships renew every 30 days, and an email is sent with your receipt to the email provided to the employee at the time of initial purchase.

  Order ******* for $54.11 on 08/31/2024 
  Order ******* for $54.11 on 10/01/2024
  Order ******* for $54.11 on 11/01/2024
  Order ******* for $54.11 on 12/01/2024

  Information regarding purchases and membership is also found online under your account. An email was sent to you on 08/31/2024 after setting up your account in the store. This email Welcomed you to Range USA, and gave you information on how to log into your account and set up your password. Another email was sent providing you with links to your membership information, Terms of Service information, and thanking you for joining our Premium Membership tier.

  There is always the chance that your ***** account took these emails and dropped them into either your spam/junk folder, promotions folder, socials folder, or; depending on how you have your settings, could move them directly into a folder made by you - or even trashed them. We unfortunately have zero control on where our emails end up in the customers email system used.

  We do sincerely apologize that your experience with Range USA has not been a good one. We see that our store location made every attempt to ensure you and your friend enjoyed your visit, and offered you ways to improve your continued visits.

  We do not provide refunds for membership charges made prior to cancelation.

  If you are requesting refunds for any membership charges, please provide us with a cancelation confirmation email you received before those charges.

  Please look over our terms and conditions to learn more about our policies and procedures.

  POLICIES & TERMS OF PURCHASE
  MEMBERSHIP CANCELLATION POLICIES
  1. All memberships are Non-Transferable & Non-Refundable.
  2. Member’s accounts will continue to accrue monthly membership fees until explicitly canceled by the Member. Member unders***ds that the Store will under no circums***ce cancel an account on behalf of the Member and that the Member is responsible for giving appropriate notice to Customer Service.
  3. Month-to-month memberships may be canceled provided a ten (10) day notice prior to next monthly due date to stop a charge from generating.
  4. Range USA reserves the right to cancel the membership of any person for any reason. If such cancellation is made due to violation of Range USA policies, violation of terms of this Agreement, or due to damage rendered by Member or Member’s guests.
  5. Member agrees to pay monthly dues on time, to include notifying Range USA promptly if the credit card information used for automatic payment changes, or to be charged a declined payment fee and/or a late fee per delinquent payment.

  I have added copies of our signage to this response as well as our online membership tab for your review. You can also re-review our Terms of Service here: ****************************************s

  Thank you!

  Customer response

  12/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  1. Please see attached for the evidence they provided, it's the best evidence that they didn't say it's auto-subscription. The last sentence of the terms: the tiny font is barely readable. When no agent told you to look at the rolling advertisement on the TV to read the term, no one can see it on a TV screen that’s 3 meters away from the checkout counter. Reviewing all the pricing communications I had, it’s clear that I was never informed about needing to maintain a membership for three months. No non-local would agree to pay for a three-month membership at a store they never revisit and a service they can't use.

  2. They never sent email to inform me the billing, even in the spam or any where of my email, they're lying. 

  I'll do bank dispute and lawsuit to protect customers' right. Their intentional deception shows a bla***t disregard for both the law and the trust of ***** consumers. I will take every necessary step, including legal action, to protect my rights and ensure that justice prevails. The illegal practices must face accountability. I am prepared to invest my time, legal knowledge, and passion for justice.

  
  Regards,
  
  *** ***
  

  Business response

  12/18/2024

  Hello,
  
  Thank you for reaching out to us regarding your membership.
  
  We strive to provide all the relevant information both in our stores and on our website. At this time, we regret to inform you that we do not have additional details to share beyond what is already available.
  
  We are truly sorry to hear about your dissatisfaction with our company. While we unders***d your frustration, our policies remain in place. Please note that any mention of legal action necessitates the cessation of communication from our end, as required by our protocol. We apologize for any inconvenience this may cause.
  
  Thank you for your unders***ding.

   

• Initial Complaint

  12/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  M****** is very rude and unprofessional. My membership did not auto renew due to my primary card being expired. I logged into the account & changed my primary card, however that payment method was then removed. Range USA can no explain how and why it was removed. M****** continued to tell me that my payment method was never there even though It was for an entire month before I made it my primary card.. She said that the card was never on file, even though I added it before I made the purchase. She was very hostile, and frustrating in her communicating, and blew off any issues or concerns.

  Business response

  12/09/2024

  Hello *****,
  Thank you for sharing your concerns about your recent experience. We sincerely apologize for any frustration caused during your interaction with our team and for the challenges you faced with your membership and payment information.
  We understand how important it is for issues like this to be handled with clarity and professionalism.
  To address your specific issue:
  It seems there was a miscommunication regarding the status of your payment method. We’d like to take another look to resolve this matter for you as quickly as possible.
  Please reach out to *************************** with any additional details or to discuss next steps.
  
  
  
  
  
  
  

  Business response

  12/20/2024

  Hello

  The customer's card was not removed as was explained to him. This card was not put on file.  He would have to update the payment in payment methods for this credit card to save.  This was not done, nor did he want to go through this process so we could keep this card on file.

  Customer response

  12/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  (Card already on file since 9/24 was made primary payment method on 12/5/24.  Another purchase was made with same card already on file at time of purchase.  Card was re added 12/6/24 the same day as the conversation in dispute and the card was charged on 12/7/24.  The statement that i did not update my card nor did I want to is a blatant lie.  The businesses last response is now libel, and defamaming because she made a known false statement, furthermore the response further shows the businesses dismissal and unwillingness to address the actual issue that was raised.  If said person would like to reach out to me for a second time to address my concerns which has always been clear as the representative Melissa's handling of the issue, I am more than open, but to be clear any further libel and/or defaming statements will lead to further legal action. )

  
  
  
  Regards,
  
  ***** ***************
  

• Initial Complaint

  10/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a fire arm on 10/11/2024 Tested at the range on 10/12/2024 Item is not working properly and for refund or exchange was told they don’t do that item is a used items but given the seriousness of the item more tests should have been done before selling the creates a serious Safty hazard and disposition for customers

  Business response

  10/13/2024

  Hi, *******.

  As is common practice for firearms retailers throughout the United States, Range USA does not accept returns or exchanges of firearms or ammunition. That policy is printed at the bottom of your receipt.

  If you received a new firearm which you believe is defective, we recommend that you reach out to the manufacturer directly. New firearms are generally sold with a warranty that covers defects, and the manufacturer will repair or replace the firearm for you in that case.

  Used firearms are sold as-is. We still recommend contacting the manufacturer regarding used firearm defects because the manufacturer may be able to repair the firearm outside of the warranty, and some used firearms may even still be covered under warranty.

  If the laws in your state require firearms to be shipped only between licensed federal firearms dealers, you can bring the firearm to us and pay to have it shipped out through us to the manufacturer. If you believe the manufacturer would cover shipping, you will have to contact them yourself to see if they will send you a shipping label. This will need to be brought with you and your firearm so we can ship it out!

  Thank you!

  Customer response

  10/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. You get the receipt after you purchase no one told me before I purchase that it was an as is product. I feel you all knew there was an issue with this firearm. More test should have been ran on this firearm to make sure.
  
  Regards,
  
  ******* *****
  

  Business response

  10/14/2024

  Hi, *******.

  Our return policy is printed at the bottom of your receipt. Please note the first line: "All firearms and ammo purchased online or in-store are not eligible for return." This is also available to look at at rangeusa.com, and any store associate could also answer any questions about this for you at any time.

  Range USA does not provide any warranty repairs/support. You must contact the manufacturer of the firearm for warranty support. If you need assistance shipping the firearm to the manufacturer, there is information about that in our last response.

• Initial Complaint

  10/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Business made me sign a document which was not explicitly explained and feel it was a breach of ethics. A deposit was made for a gun and now the shop does not want to return my money. If needed I would like to escalate to the District Attorney.

  Business response

  10/10/2024

  Hello *** *********,

  Thank you for reaching out to us through our BBB page!

  We had to do a little digging as the email provided is in our system, but there is no receipts attached minus a Range Fee. We ended up finding what you were discussing under a different email. It is always important to only use one email for a Range USA account to prevent issues with locating information! Please reach out to us here: **************** to provide all emails you have used so we can merge them together into one of your choosing!

  Upon review of POS Receipt: *******, we found that you put $116.87 down on a layaway for a firearm purchase. Per the notation on the receipt and in the store that you admit in your complaint the store had you read; it does say the following:
  All firearms and ammo purchased online or in-store are not eligible for return.
  General Merchandise can be returned up to 30 days with receipt.
  A non-refundable down payment of 25% on all layaway purchases, and a restocking fee of 25% on all abandoned delays (including the IL required delay)
  A non-refundable 25% restocking fee applies on all ecommerce purchases.

  The rules:
  Minimums – Only one item at a time can be placed into layaway and that item must be priced at$150 or greater.
  Terms – All layaways are 30 days. Final payment and pickup must be made on or before the 30th day from the start of the layaway at the same store where layaway was initiated. If the layaway is not completed by the 30th day the layaway will be canceled. Sale prices apply to the day the layaway starts, no layaway for upcoming/past sale prices. Once an item is placed on layaway the funds can not be moved to a different item.
  Cancellation - If the layaway is closed or canceled, the item will be returned to inventory. Any payments made will be refunded, less the 25% down payment
  Returns - Returns Policy applies to all layaway transactions.
  Payments - Payments can be made at any register.
  Restrictions:
  In stores only (not available for online purchases)

  You did agree to these terms when setting up your layaway. These terms are in place so we will hold the firearm for you and stops the sale for another customer, and should you decide to NOT purchase the firearm, your background check is canceled or denied, it does state that the initial layaway payment is non-refundable. (all information is noted above).

  Thank you!

  Customer response

  10/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. It was stated that I can receive a refund and was not properly explained. I was told by the employee that a refund can be made and assured me. I would like to have a corporate member reach out to avoid escalating it to the District Attorney for review. As this violates the business ethic acts due to being lied to about the return process.
  
  Regards,
  
  ****** *********
  

  Business response

  10/10/2024

  Hi, BBB.
  
  I have attached a copy of *** *********** return receipt as well as a copy of the language that appears at the bottom of all layaway receipts. That second excerpt is the language that appeared on the original receipt provided to *** ********* before the transaction was canceled. That original version of his receipt was overwritten when the transaction was canceled. Note that both versions contain the very plain language "A non-refundable down payment of 25% on all layaway purchases" which casts doubt on *** *********** claim that the terms were "not explicitly explained."
  
  We do not insist layaway transactions be agreed in writing, and we certainly do not coerce anyone into providing such a signature, although *** ********* would have signed for his payment on the credit card terminal, as his payment was made via credit card. If you would like a copy of his credit card signature, we will need to reach out to our asset protection team for that, and they may require a court order before they will release it to any 3rd party. Please let us know if you would like that and then we will follow up.
  
  *** ********* did not contact us prior to his BBB complaint. The mention in our previous response of his admission to seeing our policies previously is a reference to the BBB complaint itself, in which he says "Business made me sign a document." That statement implies that he saw our policies prior to initiating his transaction, although, as explained above, the signature he refers to was only for his credit card payment.
  
  Let us know if you have any other questions.

• Initial Complaint

  10/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, yesterday my mother and I went to the licensing class. We’ve passed the written and then was told both of us failed the shooting portion. This is my first time going through the course. My for sure score was 171 (I confirmed with the 2 trainers) and my mother’s was about 169 I believe. We spent over 6 hours taking this course for us to fail when it was already in the instructor’s head that we will possibly need future training. They then offered that I can take the shooting course again today but had all of the registers closed. I was not able to keep my target sheet either nor was I told it was an option.

  Business response

  10/06/2024

  Hi, ******

  We see that this is a duplicate of the message you sent us this morning at ************. The original message was forwarded to our education department and they will be looking into the matter.

  Customer response

  10/06/2024

  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. 
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  08/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been trying to cancel this membership for over three months now and Range USA keeps taking the fees out of my account. I have spoken with serval employees at this location and all I have gotten is a run around. I feel that Range USA block it's member from canceling on their own so that they can keep on charging the fee.

  Business response

  08/27/2024

  Hello *** ******,

  Thank you for reaching out to us through the BBB!

  Upon review, we show that up until 08/26/2024, you had never logged into your account, nor have you submitted a help desk ticket to us. 

  We see that on 11/26/2023, you had started a membership with us and two emails were sent to you that day. The first was welcoming you to the Range along with your Premium Membership benefits and links for our policies. The second was a finalization of account email, that gave you a temporary password to finish setting up your account online.

  I also found that there was a duplicate account that was merged into your primary account on 08/26/2024, and multiple emails were sent to you on 08/26/2024 so you could gain access to your account again since the original temporary password email (finalization of your account from 11/26/2023) had long since expired. 

  It looks like two refunds were processed this morning (08/27/2024) for your last two membership payments as a courtesy. These refunds can take up to 5-7 business days to reflect to your available balance based on your banking institutions' refunding policies, and a final email was sent along with those refunds letting you know that you need to check for our emails in your spam/junk folder, as we had been trying to reach out to you again for a few days.

  Thank you again for reaching out! Please know, that you can always submit a ticket through our Help Desk here: **************** (the login box will pop-up. If you do not wish to log into your account first, please click the 'X' at the top right of the pop-up login box.)

  Thank you!

• Initial Complaint

  08/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I'm unable to contact customer care to get my account name so I can cancel my membership. My card has been charged monthly since December of last year.

  Business response

  08/20/2024

  Hi, **********.

  You contacted us on 8/19 via our website and we replied asking for more information. We have not yet found any record of a membership or payments attached to the name and contact info you provided. Please reply to that message answering our questions and we will do our best to assist you.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My husband and I visited the range usa in ******* ******** on June 16th. We had not ever been to a range usa before. The employees we worked with convinced us that a 1-month membership would be beneficial because the one night we were there would cost well over $50. We were assured that this membership was only for a month and we would only be charged for the 1 month. If we wanted to renew, we were told we could come back in the store to sign up for another month. Our credit card was charged that night and we had established our 1-month membership. Then on July 16th, we were charged $53.99 for a membership after being told we would not be charged. I've reached out to range usa customer service 3 times now, to no avail. I need to be reimbursed for the money they took off my credit card without my permission.

  Business response

  07/23/2024

  Hello Miss ****,

  Thank you for reaching out to us again!

  We did respond to both of your tickets you submitted. The first ticket ****** on 07/16/2024, we responded the same day and let you know that even though the membership was canceled prior to the 3-month minimum, we canceled the membership for you, and that you would no longer be charged.

  We also responded to the second ticket you submitted, ****** submitted on 07/21/2024 after business hours. We responded right away the next morning on 07/22/2024 letting you know that we had responded to the first response, and that your membership was already canceled.

  We do apologize if the information regarding memberships was missed while at the location! Our Membership information is available at each register and on the televisions. It was also sent to you by email when you signed up for the membership, along with another email to have you sign into your account for the first time. Membership information is also available online under your Membership information and available by click on Memberships at the top of the page.

  We have never offered a 1-month only membership, and we reached out to the store regarding the incident to please re-review with the employees regarding memberships and to actively ask that the customer review the sign at the register to ensure all are aware of how our memberships work. We have processed a 1-time courtesy refund of your July payment and completely deactivated your membership. This refund can take up to 5-7 business days to reflect to your available balance based on your banking institutions' refunding policies.

  Thank you and have a wonderful week!

  Customer response

  07/26/2024

  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. 
  
  Regards,
  
  **** **********
  

*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. ↩