ComplaintsforAmerican Legacy Firearms, Inc.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife bought me a shotgun for my birthday that was supposed to be done in ************. It is now the end of September and we still haven't recieved it. Its been paid in full for months now. We have called several times and it's always been delayed, until recently they have stopped answering our calls. We have left voicemails and no one has called us back. Looking at the other complaints on here this seems to be a recurring issue that needs to be addressed.

  

  Business response

  09/25/2024

  September 22, 2024
  
  
  
  Good afternoon,
  
  Thank you for bringing this to our attention, we take all customer complaints seriously and are committed to resolving any issues as quickly as possible.
  
  With respect (Complaint #: ********) Mrs. **** ****** (the customer), we have taken prompt action to address her grievance with our company.
  
  As soon as we were made aware, we contacted Mrs. ****** on September 18, 2024, directly on the phone and we informed her that her gun would be shipped to her dealer of choice the week of October 3, 2024. We apologized for the delay, and she agreed to wait a few more weeks for her firearm. And we will also call her directly with tracking information once the firearm ships.
  
  Regrettably, commemoratives offered on this model have simply been backordered longer than projected. Due to the hands-on nature of the labor and the time and attention to detail necessary for the exquisite embellishments, occasionally workmanship can take longer than the average estimate.
  
  It was never our intention to be disingenuous with the timeline and weve communicated this on multiple occasions. We have apologized to Mrs. ****** for the delay, inconvenience, or any misunderstandings that may have occurred as a result. Again, our sincerest apologies. Please let me know if there is anything else you will need from me.
  
  Warm regards,

  ***** ******

  American Legacy Firearms

   

   

  Customer response

  09/25/2024

  Complaint: 22302883
  
  I am rejecting this response because:

  I understand that hand crafted itme take time to make. However this seems to be an ongoing problem as most of the complaints I read before filing my own were of the same issue. The day I filed the complaint was the first time anyone had called and given us any real information. Every other time all thatwas said was that the gun has been delayed. If we don't recieve the gun by the week of Oct 3rd I expect a full refund of my money. You have had 3 thousand dollars of my money for nearly 5 months now while I have nothing to show for it. If you consistently can't meet your deadlines that YOU set then maybe you should consider giving longer deadlines in the future because we wouldn't have paid for the gun in full until then. We could have invested that money elsewhere and potentially been receiving interest on it. At the beginning of this process I had the intention of buying 3 other guns from your company as gifts to family members but after this entire ordeal I'm not sure I will be. 
  
  Regards,
  
  **** ******

  

  Business response

  09/30/2024

  To whom it may concern:

  American Legacy Firearms will have the gun shipped to the customer's ***** ******* dealer of choice the week of October 3, 2024.  The gun is being packaged & we will be shipping the firearm out tomorrow, October 1, 2024.  As stated in the first response to the customer ***** ******* complaint, we will be sending her fed ex tracking information as soon as we have it. We will send this information to her via email, as well as call her directly.  If you should have any questions, please let me know.

  Warm regards,

  ***** ******

   

  Customer response

  10/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** ******

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I put a thousand dollars down on a limited pistol. Then due to family and medical problems I had to cancel the order. I was told I would get my refund in 14 to 20 days but I haven't. Then I was told a restocking fee would be taken out. I waited 20 days and called back. I was told a30% restock fee would be deducted. But then she told me the restocking fee was for the FULL amount of the gun. Over $2000. The gun has already been sold to someone else . Can they keep $600 of the $1000

  

  Business response

  06/27/2024

  
  June 26, 2024
  
  
  
  Good afternoon,
  
  Thank you for bringing this to our attention, we take all customer complaints seriously and are committed to resolving any issues as quickly as possible.
  
  ************************* placed her order with us on a limited-edition auto-ordnance pistol in October 2022.  The grand total of her order was $2,395.00. She chose to pay half down ($1,197.00)on her pistol and we processed her payment and all the paperwork.  At that time, we sent her via mail our welcome letter stating all our policies and procedures, her original invoice which also shows our policies and terms for cancellations, along with her receipt of payment which again shows the companies policies and terms for cancellations. Her firearm was assigned and placed in the production que.
  
  The firearm was completed in October 2023. At that time, we left several messages via phone and email; letting her know that her firearm was ready to be shipped to a local dealer of her choice and final payment of $1,198.00 was due.  Over the next 4-6 months, we left several more phone messages and sent out letters trying to contact her. All of ************************* contact details were the same from initial time of purchase. We also have records showing all dates and copies of letters trying to contact ************************* on file.
  
  At no time during the 67-month timeframe after her firearm was completed, did ************************* contact us either by phone, email or letter.  The only time we have heard from her since October 2023 was on June 24, 2024. At that time, she requested to cancel her order on the completed firearm, and she was informed that it would be a 30%restocking fee from the grand total of $2,395.00.  With the 30% restocking fee equaling $718.50, she had paid us $1,197.00: leaving her refund to be $478.50.
  
  Our policy clearly states that any order with six continuous months of non- communication will be considered non-refundable.  It also states that a 30% restocking fee is applied to the grand total of the purchase price of any orders once completed and chosen to be cancelled by the customer. At time of purchase, all customers receive our policies and procedures letter,original invoice, and a receipt of payment from any item purchased from us.
  
  We apologize for any disappointment and will be happy to mail you a refund in the amount of $478.50.  We hope that this response has addressed your concerns.
  
  American Legacy Firearms

• Initial Complaint

  04/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have called an spoke to employees about my paid in full rifle not being delivered.To date it was suppose to be here last December. This is ****** they keep extending the delivery date. I call foul on this company.

  

  Business response

  04/29/2024

  April 26, 2024
  
  
  
  Good Afternoon,
  
  Thank you for bringing this to our attention, we take all customer complaints seriously and are committed to resolving any issues as quickly as possible.
  
  With respect (Complaint #: 65047243A49ED)*********************************, we have taken prompt action to address his grievance with our company.
  
  As soon as we were made aware, we contacted ****************** directly on the phone and we explained to him that certain models in the industry have been on backorder, and this was the reason for his delay. We have apologized, and assured ****************** will be receiving his firearm from our company soon.
  
  Regrettably, commemoratives offered on this model have simply been backordered longer than projected. Due to the hands-on nature of the labor and the time and attention to detail necessary for the exquisite embellishments, occasionally workmanship can take longer than the average estimate.
  
  It was never our intention to be disingenuous with the timeline and weve communicated this on multiple occasions. We have apologized to ****************** for the delay, inconvenience, or any misunderstandings that *** have occurred as a result. We have come to an agreement with ******************, and he will be receiving his rifle soon. Again, our sincerest apologies. Please let me know if there is anything else you will need from me.
  
  Warm regards,

  American Legacy Firearms

  

  Business response

  04/29/2024

  April 26, 2024
  
  
  
  Good Afternoon,
  
  Thank you for bringing this to our attention, we take all customer complaints seriously and are committed to resolving any issues as quickly as possible.
  
  With respect (Complaint #: 65047243A49ED)*********************************, we have taken prompt action to address his grievance with our company.
  
  As soon as we were made aware, we contacted ****************** directly on the phone and we explained to him that certain models in the industry have been on backorder, and this was the reason for his delay. We have apologized, and assured ****************** will be receiving his firearm from our company soon.
  
  Regrettably, commemoratives offered on this model have simply been backordered longer than projected. Due to the hands-on nature of the labor and the time and attention to detail necessary for the exquisite embellishments, occasionally workmanship can take longer than the average estimate.
  
  It was never our intention to be disingenuous with the timeline and weve communicated this on multiple occasions. We have apologized to ****************** for the delay, inconvenience, or any misunderstandings that *** have occurred as a result. We have come to an agreement with ******************, and he will be receiving his rifle soon. Again, our sincerest apologies. Please let me know if there is anything else you will need from me.
  
  Warm regards,

  American Legacy Firearms

  

  Business response

  04/29/2024

  April 26, 2024
  
  
  
  Good Afternoon,
  
  Thank you for bringing this to our attention, we take all customer complaints seriously and are committed to resolving any issues as quickly as possible.
  
  With respect (Complaint #: 65047243A49ED)*********************************, we have taken prompt action to address his grievance with our company.
  
  As soon as we were made aware, we contacted ****************** directly on the phone and we explained to him that certain models in the industry have been on backorder, and this was the reason for his delay. We have apologized, and assured ****************** will be receiving his firearm from our company soon.
  
  Regrettably, commemoratives offered on this model have simply been backordered longer than projected. Due to the hands-on nature of the labor and the time and attention to detail necessary for the exquisite embellishments, occasionally workmanship can take longer than the average estimate.
  
  It was never our intention to be disingenuous with the timeline and weve communicated this on multiple occasions. We have apologized to ****************** for the delay, inconvenience, or any misunderstandings that *** have occurred as a result. We have come to an agreement with ******************, and he will be receiving his rifle soon. Again, our sincerest apologies. Please let me know if there is anything else you will need from me.
  
  Warm regards,

  American Legacy Firearms

  

  Business response

  04/29/2024

  April 26, 2024
  
  
  
  Good Afternoon,
  
  Thank you for bringing this to our attention, we take all customer complaints seriously and are committed to resolving any issues as quickly as possible.
  
  With respect (Complaint #: 65047243A49ED)*********************************, we have taken prompt action to address his grievance with our company.
  
  As soon as we were made aware, we contacted ****************** directly on the phone and we explained to him that certain models in the industry have been on backorder, and this was the reason for his delay. We have apologized, and assured ****************** will be receiving his firearm from our company soon.
  
  Regrettably, commemoratives offered on this model have simply been backordered longer than projected. Due to the hands-on nature of the labor and the time and attention to detail necessary for the exquisite embellishments, occasionally workmanship can take longer than the average estimate.
  
  It was never our intention to be disingenuous with the timeline and weve communicated this on multiple occasions. We have apologized to ****************** for the delay, inconvenience, or any misunderstandings that *** have occurred as a result. We have come to an agreement with ******************, and he will be receiving his rifle soon. Again, our sincerest apologies. Please let me know if there is anything else you will need from me.
  
  Warm regards,

  American Legacy Firearms

• Initial Complaint

  08/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The invoice (Transaction 219201395) claims that 3/2/22 is the date of the sale (electronic--paid in full), but my account shows the withdrawal as 3/3/22. The product, a Henry .30-30, number 3 of 50 Indianapolis bicentennial rifles, was supposed to be finished in four to eight months, but ALF thinks that is just an opportunity for a semantics exercise. They just keep extending that, with the result that I finally got irate when it was proposed to deliver in December (the third or fourth such evasion). The woman who claims to have "sold" me the firearm asserts the money has been returned, but yet another review of my account shows not a thing. I am given to believe this is nothing but a con job; I would gladly accept delivery, if they should overcome their reluctance to commit to the proposed December goal. The money in limbo is $2,745-.

  

  Business response

  08/14/2023

  Dear Job Morgan,
  
  We understand your concerns and would like to apologize for any inconvenience or misunderstanding. We would like to assure you that we take all customer complaints seriously and are committed to resolving any issues as quickly as possible. We have reviewed your account and can confirm that a refund has been promptly issued, with a check in the mail. We ask that you please be patient as checks may take anywhere from 7-10 business days to arrive by mail.
  
  Per our company policy, refunds are issued by check within 30 business days of the date of cancellation. This policy is expressed explicitly in writing on the bottom of your billing statement and welcome letter that was produced and mailed to you upon confirmation of your order. Again, we apologize for any confusion or misunderstanding concerning our refund policy. Given that the cancellation date was as recent as Friday August 4th, the refund has been issued in a highly expedient manner.
  
  Regarding the timeframe for the overall production and workmanship of the Indianapolis Bicentennial Commemorative Rifle, we understand that you expected to receive your rifle within 4-8 months, and we apologize for the delay or any misunderstanding concerning production. Due to the hands-on nature of the labor and the time and attention to detail necessary for the exquisite embellishments, occasionally workmanship may take longer than the average 10–12-month estimate, and we deeply apologize for not meeting this expectation.
  
  Per your conversation with the representative, we understood that because we were unable to satisfy your expectation of a timely delivery and your reluctance to continue to wait that you were entitled to a full refund. It was acknowledged that you elected to be refunded in full, thereby consenting to cancel the work order. As stated above, we are currently in the process of honoring that refund.
  
  We understand that you now wish to reverse the cancellation on the condition that we produce your rifle sooner. However, we would like to inform you that the conditions for a timely resolution in the form of a refund have already been met, and we are not at liberty to resurrect an order once canceled.
  
  American Legacy Firearms first opened its doors in 2004. Since then, we’ve strived to become the leader in the limited edition, custom engraved firearms niche. Over the last 20 years, we’ve designed, finished, engraved, and delivered thousands of firearms. As with most artisan tradecraft, the workmanship involves a specialized process performed by highly trained individuals that cannot be rushed without compromising the quality of the final product.  
  
  We apologize for any inconvenience caused and regret that we were unable to satisfy your expectations. We hope that this response has addressed your concerns.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am trying to find out if American Legacy Firearms, Inc. is still in business? I have purchased a firearm in the past from this business and am now trying to find out the status of another commemorative Firearm I purchased which is the Virginia Legacy Over and Under Shotgun. I started making payments to Legacy back in 9/15/22 for this gun which sold for $2995. I currently owe a balance today of $700. I usually call every month to make my payment however when I started calling a week ago, NO ONE will answer their telephone and you can leave a message and NO ONE will call me back at American Legacy. WHAT IS GOING ON OUT THERE? Is this company still in business. I thought about mailing them a check however thought I better check with you before giving this company any more money to see if they are still in business. We are native Virginians and would really like this shotgun for our collection however checking now with the Better Business Bureau to see if this company still exists. Could you all see if you can find out anything from your end about American Legacy? We really hope they are still making these guns and can finish this job. We are happy to pay the full amount of $700 now since there seems to be no one working at this company on the customer service end. Thanks, Oriana Alderman (804)241-2670 mobile

  

  Business response

  07/12/2023

  Thank you for reaching out to us. Yes, American Legacy Firearms is still in business. We have received all of the customers voicemails and we have tried to return all of their calls at the number you have provided (804-241-2670). Each and every time we call; there is no answer and the customers voicemail box is full and we are unable to leave a message. We have sent invoices, text messages, as well as emailed the customer at orianaalderman@gmail.com to try to contact them and American Legacy Firearms is still unable to speak and/or reach the customer.

  Here are a few direct lines for the customer to call and contact us at:

  1-970-305-8023

  1-877-887-4867 ext 203

  Hopefully we can resolve this issue; as we are excited for the customer to receive their beautiful handcrafted firearm.

  Warm regards,

  Aimee

   

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up to purchase a Firearm from the company. I paid them a total of $2,500.00 and decided to request a refund do to the time that I would have to wait for the item to be made and shipped. I had spoke to a women manager and she agreed to refund me the money minus $75.00, this was discussed around March 27, 2023. The manager told me it would be a few weeks before the check goes out. It has been six weeks since the conversation, and in the last two weeks I have called them numerous times, left message asking for a call back. They do not answer the phones no matter which department you call. I am a 100% Disabled Veteran and cannot understand why they don't answer the phone. I need the check sent to me for $2025.00 of which they agreed to! the transaction ID is 244320788 dated May 18, 2022

  

  Business response

  05/11/2023

  Spoke with customer on April 7, 2023 & he requested to cancel his order. A refund check was issued, dated & mailed to customer on April 15, 2023 for $2,425.00 (full refund). Spoke with customer on May 9, 2023 and he claimed he never received his check. A new check dated May 11, 2023 for the full refund of $2,425.00 has been overnighted via Fed Ex to customer. Tracking information emailed to customer. Issue has been resolved.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i CANCELED A GUN THAT THAT I PAID 3000.00 FOR THEY SAID I WOULD HAVE TO PAY AN 800.00 RE STOCKING , FEE I CANCELED IT 3/3/23 AND I STILL HAVE NOT RECEIVED A REFUND I CALL AND ALL THEY SAY IS WE MAILED IT AND IT MUST BE LOST IN THE MAIL I HAVE ASKED THAT THEY SEND ME ANOTHER CHECK AND ALL THEY TELL ME IS GIVE IT MORE TIME . WELL IT HAS BEEN OVER 2 MONTHS AND I STILL HAVE NO MONEY

  

  Business response

  05/10/2023

  I spoke with customer on May 9, 2023. We put a stop payment on the old check & sent him a new check via *** ** 2 day delivery.  His address was confirmed and tracking information was emailed to him. Issue has been resolved.

  Customer response

  05/11/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ******** ****  they did pay up but it did take 2 months i want  this to be on complaint for others to see

*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. ↩