ComplaintsforRange USA

• 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,
  
  **** **********
  

• Initial Complaint

  07/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  At first I was extremely happy, it was the best experience I had with buying a gun. All the staff was amazing and helpful. I purchased a range membership and I put my dream gun (****** ***** ** ***) on layaway for$450 with the gun costing $1,320.42 plus tax totaling $1,425.53 to come back 24 hrs to finalize my purchase. I called less than 24 hrs later to get information on finalizing and picking up my gun that evening. I was routed to the manager and was told that I needed to be refunded and that the gun I bought was not supposed to be sold to me because it was a "range gun". I then said well I have a receipt showing I purchased the gun why cant you let me purchase mine and just get a new one. He replied well you put it in layaway so you dont own the gun and I then said well technically I do, Per your policy and receipt says that once the balance is paid within 30 days that I receive what I paid for. He then replied that's a $2,000 dollar gun that has had over 10,000 rounds shot in it (attempting to justify himself since the previous statement didn't make sense). This made me highly upset. Obviously, this does not work for me considering I purchased the gun I want already that they are trying to take it away from me. After expressing this to the manager he replied, that he could offer me 15% off of any gun which means nothing to me and also said he cannot make the decision on selling me the gun. The manager had a very this isn't my problem kind of attitude and trying to get off the phone quickly. Then recommended that I speak to corporate through my login which I am not going to do because this needs to be public and not on Range USAs internal corporate system. This was the most unprofessional thing I have had happen to me in a while I want the gun I purchased for the price I purchased it for. I really thought this was going to be the best place I have been to buy I was proven wrong. Location: Range USA * ****** **** ******** ******** ***** ********* ** *****

  Business response

  07/12/2024

  Hello

  We have reached out to the store for additional information.  The firearm you were wanting to purchase is a over 2,000 dollar gun.  Unfortunately, we would not be able to go through with this transaction.  However, the store did speak to you about a discount on your next firearm purchase.  The money was returned back to you via the form you paid.  We do apologize for the confusion on this firearm.

  Customer response

  07/12/2024

  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.
  

  I purchased the gun and have receipt showing the price the business sold it for. The fact that I am being told now again from the corporate that the gun is worth over $2,000 shows the lack of accountability in the company itself and is very unprofessional. A business needs to stick behind what they sale at the price they sold it for. I never agreed to a refund, I was forced into a refund. However since this is the route we are going I will absolutely share my experience everywhere the company is posted.

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

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my wife here, since it seemed nice and expensive and I figured it would be a good way to get her to like shooting. We rented a lane and an extra firearm for an hour. 10 minutes later the fire alarm goes off. The rangemaster tells us to hold our fire, checks with the rangemaster in the neighboring room, and comes back to announce that someone SHOT THE SPRINKLERS overhead and now the fire alarm can't be disabled, so they have to close the range for the day. We got out (after only 10 minutes, out of the hour we paid for), and asked for a partial refund, but the front desk guy said he can't issue refunds and I have to register on their website and open a support ticket there. I registered on the website and opened a support ticket. At first they refused to issue a refund claiming that if I schedule a course I have to reschedule a day in advance (but this was not a course, and I didn't reschedule anything). And then they claimed if I purchased something in-store, then only the store can issue refunds. So let's summarize: * The rangemasters are supposed to ensure safety, but on their watch, someone managed to aim the firearm up and shoot the sprinklers behind them. * They chased us out after 10 minutes, i.e. failed to deliver the thing we paid for, but now refuse to provide a refund.

  Business response

  06/25/2024

  Hi, ****.

  The staff at the ***** **** location are more than happy to issue a refund to you due to the incident. Sometimes, accidents happen, and we do our best to correct them as quickly as possible. Thank you.

  Customer response

  06/25/2024

  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.

  The business has both my transaction numbers, and they have my email and cellphone. If they are willing to provide a refund - they have everything necessary to do so, both in store and out of it. So this seems like a statement they make to the public, but it does not match what they told me in private (they refused to provide a refund, twice). I'll believe it when the refund is processed.

  Regards,
  
  **** ****
  

  Business response

  07/03/2024

  Hello *** ****,

  Thank you for taking my call this afternoon!

  As stated during our call; we have contacted the store regarding your refund. They are aware of your upcoming visit to receive your refund and are more than happy to assist you! Please just remind them what you are coming in for, and if necessary, you can show them this email for verification of our conversation.

  Thank you again, and we do hope to see you again in the future!

• Initial Complaint

  06/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am happy with the services provided by the company. I’d like to place a complaint regarding their way of handling membership cancellation. I signed up for it three months ago at one of their stores. Now I would like to cancel it and they told me that it cannot be done neither over the phone or nor at the store. The only way to do it online. I registered on their website and sure enough my membership did not show up and there was no option to cancel. I had to call my credit card to report the issue. This is not how customers should be treated. I have still not been able to cancel the membership and my card just got charged again.

  Business response

  06/02/2024

  Hi, ********.

  We see this is your first attempt to contact our customer service team. If you had reached out to us directly we could have fixed this relatively simple issue for you in a few minutes. Our customer service team can be reached any time by clicking 'contact us' at Rangeusa.com.

  We have canceled your membership.

  Because you have already filed a dispute with your bank, we will not be issuing any refund.

  Customer response

  06/03/2024

  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.
  

  The reason for my rejection is that the company has not provided reasonable explanation of why it is so difficult to cancel their customers membership. 
  The company has to provide evidence that they’ve made improvements to the process and made it possible for customers to cancel membership over the phone and in person at their stores.

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

• Initial Complaint

  05/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Range USA requires ID to purchase any item, even if paying cash and if the product is uncontrolled. Want a pack of gum? ID please...

  Business response

  05/28/2024

  Hi, ******. We're sorry you disagree with our policies. We are always looking for ways to improve and may change some things in the future.

*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. ↩