ComplaintsforHill Country Class 3

• Initial Complaint

  11/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with Silencer Shop on Nov 2, 2024, 7:03:01PM.Order is #*********. They shipped using ***** and would require signature upon delivery.Order was delayed a day. Today, Nov 9th 2024, I checked the status of the delivery and it showed that it was delivered and there was a signature! I was not home at this time and can show location time stamps and security camera footage to prove ***** security footage also never shows a ***** vehicle arriving at the delivery time.Not only did ***** deliver a package that required signature to the wrong address, they accepted said signature without an ID check which they are required to do.This particular ground service has so many ****** reviews that show how lazy the drivers are who claim they attempt deliveries and never do.Ultimately, I think it's a mistake that this company uses ***** to deliver such valuable products let a lone gun parts.

  Business response

  11/11/2024

  Hello and good afternoon...We apologize that this happened, it is very unfortunate.  We do not have unlimited resources to choose for shipping and Fed Ex normally does a great job.  We did some research and the shipping label had the correct address on it, (I've attached the label as well so you can see), we cannot help if it was delivered to a wrong address obviously but will also do what we can to help. Our shipping department is going to send out a call tag and see if we can get the item back and get it to the customer.  As a matter of fact we have already requested the call tag and we are waiting on response from the shipper. Request #SFC5399672.

   

  Thanks much and take care,

  *****

   

   

  Customer response

  11/11/2024

  Complaint: 22535765
  
  I am rejecting this response because:
  
  I completely understand and am aware that the shipping label had the correct address on it. I understand you directly did not deliver it to the wrong address but you chose a carrier that has a history of either signing off that items were delivered when they indeed were not or get lost. There are many reviews about this subject on ****** There are even instances where ***** has shipped firearms to incorrect addresses and not an FFL dealer.
  

  Because of this, yes, ***** must be held accountable, but ultimately it is Silencer Shops responsibility to take accountability for the 3rd party they hired to do an incomplete job. This package had an item worth over $1,400 and was a gun part. 
  

  I can only expect that Silencer Shop should send a new item and work on the backend to correct their mistake with ***** to retrieve the old item. 

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

  Business response

  11/11/2024

  Thank you for the reply.  We have sent the call tag out to Fed Ex and will wait to see what reply we get from them...If they cannot get the item back and shipped to the correct location, then we will figure out the next step.  Thank you. 

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Single shot gun trust was written to be included with purchase of suppressor or SBR as stated on their website and when you call into customer service or sales. **************** says only free if theres a promotion and that what I saw was a scam. I attached screenshot of their own webpage showing this. Additionally, when calling in, the automated message says multiple times the single shot gun trust is free when purchasing a silencer.

  Business response

  09/24/2024

  Hello and good afternoon. As you can see from the attachment that the customer provided, there are three different trusts that we offer.  The first trust is the Single Shot Trust, at $24.95 and the trust that this customer purchased...The second Trust, and the Trust that this customer is confused about is our UNLIMITED SINGLE SHOT TRUST, and this sells for $129.95.  If a customer  purchases this trust, then yes we do apply a free single shot trust to each purchase of an NFA item going forward.  As you can see from the language in the document that the customer attached, underneath the Unlimited Single Shot trust, this is the trust that will automatically assign a Single Shot Trust every time a customer purchases a new suppressor.  We do not just offer a free trust with each suppressor purchased unless the customer specifically purchases the Unlimited Single Shot Trust.  This language is right after the Unlimited Single Shot trust as it's for a customer that may think they are going to purchase multiple suppressors over their lifetime and paying for the unlimited single shot trust will be a better value than paying $24.99 each time.  Our phone system says the same thing as well.  If a customer thinks they may be purchasing multiple suppressors, then the Unlimited Single Shot Trust is the way to go as the sale will automatically apply a Single Shot Trust for each NFA item, but if and only if they have purchased the Unlimited Single Shot trust.  If a customer only purchases the original single shot trust at $24.95 this is for a single NFA item only.  It appears that the customer is trying to take the language clearly communicated underneath the Unlimited Single Shot trust sentence and apply as though we are offering a free single shot trust for every purchase of an NFA item and this is not the case. It is clearly stated underneath the Unlimited Single Shot Trust sentence that the purchase of this trust is the one that will apply a single shot trust to each order going forward. Thank you.

  Customer response

  09/24/2024

  Complaint: 22329983
  
  I am rejecting this response because:

   

  I am cancelling request maybe 
  
  Regards,
  
  **** ****

  Business response

  09/24/2024

  In an effort of good faith on our behalf, I would be happy to refund the $24.95 for the trust and let the customer keep the trust no problem at all...

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a item from Silencer shop on February 28, 2024 and paid in full, over $1100.00. I have sent numerous email requests for a refund because they cannot complete my purchase due to a software issue according to business they use to certify my purchase. Silencer shop has my money and will not make a reasonable effort to complete my purchase. I try to call customer service and wait for up to 45 minutes on hold without reaching anyone. I have sent numerous emails and rarely get a reply and when I do get a reply they do not answer my questions and do not resolve the issue. I sent another email again today requesting a full refund since they have and cannot seem to honor my purchase. I dont know where else to turn to either complete my purchase or get a full refund ,

  Business response

  07/01/2024

  Appears from our notes that we started an order for this customer and had issues with the order originally, without exactly knowing what the issue was.  Found out later that it was an incorrect username which was the root cause.  

   

  The time line and communication with the customer started in April and in May, on the 23rd, the customer had requested his refund but the issue was that we had already sent his merchandise and would like to get it back before refunding that much money.  

   

  On the 24th, we received communication back from the customer that he didn't want a refund as he didn't want to lose out on the restocking fee so said to go ahead with the order.  We started at this time to work with the dealer that had his merchandise to try and get him certified and submitted to receive the merchandise.

   

  On the 29^th of the month, we got everything we needed to restage the customer order for certification and we are not sure what the gap was between the 29^th of May and the 20^th of June, we assume the communication at this time was between the dealer and the customer.  

   

  We got involved again on the 29^th where we set up a phone call with all parties involved and were able to identify the root cause ( as mentioned above it was a user name issue) and get everything completed and ready to go. The customers application was successfully submitted on that day and the customer is waiting on ATF approval for this merchandise.

   

  Hope that helps a bit, it appears we have worked to help get this customer taken care of to the best of our ability.

   

  Customer response

  07/01/2024

  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

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Have tried on numerous occasions to get in touch with a supervisor at this business because this company refuses to ship my order to my gun shop. **************** is nonexistent with this company the people that work there chat site will lie to you and tell you to contact your local gun store because they cant discuss anything with you. The company told my local gun store my order would ship last week, it still has not shipped as of yet. I was original told that my order did not ship due to a problem with my local gun stores account, today my local gun store told me that silencer shop told them the item has not shipped due to a I T issue with their shipping department and that I am not the only person this issue is effecting. I had a employee of my local gun store contact silencer and requested that someone from silencer shop contact me by telephone to discuss the issue, because silencer shop could have emailed me to say my order would be delayed but instead they lied to me and my local gun store. If this is there idea of customer service I cant understand why they dont reach out and notify customers about issue instead of lying to people and avoid contact with customers. I feel a supervisor or manager at this business owes me a personal apology for there substandard customer service.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Back in April I started the process for my *** Form 1 for my rifle with a pistol brace. I had a trust with the Silencer shop so I went through them. Paid my money with my credit card on line and filled out all the documents. At the end of the the transaction I receive a message stating " congratulations for your order your package will be mailed out in a few days" I then received instructions that I could finish the next steps at one of their local Kiosk. I went and completed all the steps and receive all green check marks at the kiosk. This was all completed in April 2023. This was during the time fram that I would have had the tax stamp cost waved. This month Aug I called the silencer shop and asked what the status on my stamp was and **** told me that I did not hit a summit button so my order was never placed. I asked for proof of this and he will not provide proof of this to me. I asked why they didn't send and email alert letting me know of this problem and they said they didn't have the time to alert clients of issues with orders. The fix they came up with was **** an employee of the * Silencer Shop sent OUT MY *** FORM 1 HIM*ELF AND *ENT IT TO ME BY EMAIL. *tating that I needed to digitally sign it and pay the money and submit it back to them. They would then turn it into the **** On the botton of the *** form 1 it states the only one that can fill this out is the individual not the Silencer shop. Once I sigh the documents **** sent me then i become responsible legally. He had no idea if anything had changed from april. I feel they misplaced my documents or if not should have sent me something letting me know i needed to correct something. *ince I started the new form 1 I get emails every week letting me know i need to complete the process however they couldn't do this back in april. It is all confusing and very strange to me how i am getting treated

  Customer response

  08/28/2023

  Better Business Bureau: I was contacted today by the Silencer Shop and they informed me that they will be granting me a credit for the $205.00 towards my tax stamp. I will be going online and completing the process. I feel this is an exceptabable resolution. Due to the mistakes made on their part. I only wish I didn't need to elevate this to the BBB level to finally get a resolution. Thank you to both parties. ************;
  
  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

  08/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a suppressor from Silencer Shop/Hill Country In May. Order# *******. It was delivered to a local dealer ********************, ********** ** on May 30. The normal process would be to file a Form with the **** Currently that process can't take place. I've been told it's a serial number problem and also an administrative problem. During the last 2.5 months I've been assured that the problem was being worked on multiple times. Communication was always fairly prompt. I was offered a full refund at one point but declined because I was assured it was being worked on. Last week I was told that the only way anything would go forward with the *** was if a Congressman got involved. I promptly reached out to *********************** and was able to talk to a staff member that deals with the **** They said they would be willing to help. I was met with silence when I informed everyone that ******* staff was willing to help. I specifically asked what the problem is so his staff could address the issue with **** No answer. Yesterday I requested a refund from ******************** if form can't be completed. I was informed that refund has to be issued from Silencer Shop/Hill Country. I sent email to Silencer Shop/Hill Country requesting a refund if form can't completed. Following is email response."Greetings, the dealer worked diligently through an administrative issue with the *** and the order will be ready for certification. Please contact the dealer for an appointment to certify. If you still want to request the refund, be advised that a 35% restocking fee will be applied to the order. Regards, *******" I contacted Center Target saying I'm ready and the response was:"Hello, The issue with the *** is not resolved and I am not sure that there is a way to resolve it in the near future.Im sorry silencer shop gave you false information but, I cannot certify TODAY. *****"Can you help with getting a full refund from Silencer Shop/Hill Country please?

  Business response

  08/16/2023

  We will be in touch with ********************** today.  Our National Sales Manager will get ********************** a full refund. We apologize for the miscommunication made by our customer service representative and for the trouble we, the dealer and ********************** had with ATF's eForms system. We have been working with ATF to get this systematic issue with serial numbers corrected on the ATF's side, and will continue to do so until it is fully resolved.  

  Business response

  08/16/2023

  We will be in touch with ********************** today.  Our National Sales Manager will get ********************** a full refund. We apologize for the miscommunication made by our customer service representative and for the trouble we, the dealer and ********************** had with ATF's eForms system. We have been working with ATF to get this systematic issue with serial numbers corrected on the ATF's side, and will continue to do so until it is fully resolved.  

  Customer response

  08/16/2023

  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

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I chose to use Silencer Shop with the new brace changes because they offered the service reasonably and had a kiosk within an hour of me. I registered on their website and started the form 1 information. It said complete all I needed was fingerprints. Finished that a couple days later and again complete. I have done two paper versions so I understand it takes a while. I get a call from my ***** to check the website because they have added questions and we werent notified at all. So no my tax waiver has expired and Im stiil out of the $50 for the service. Ive talked to several ow that have had this same issue and it seems like its just your problem. Nothing like using a company who is on your side huh!

  Business response

  07/17/2023

  We have fully refunded *****************  This refund took place on July 6th, 2023.  We apologize for the inconvenience we caused him and hope that our team's efforts to refund him was sufficient for the miscommunication he received.  

  Customer response

  07/17/2023

  Complaint: 20279360
  
  I am rejecting this response because:
  They may have refunded my $50 fee for the service but they cost me $200 by not completing the service I paid for. Lame way of doing business. I recommend anyone reading this to do yourself a huge favor and find another dealer!! Dont say you werent warned.
  Regards,
  
  ***************************

  Business response

  08/01/2023

  We will give *************** a refund of his $200 tax stamp as well. We apologize for the misunderstanding on his original order.

  Customer response

  08/01/2023

  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

  05/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased silencers through this company online and at my local gun store. I waited patiently and was excited to finally own a suppressor. Unfortunately I am moving out of country and cannot own or possess these items in the country. I contacted the *** to have the application withdrawn and they were extremely helpful despite the negative back lash they get. On the other hand I contacted Silencer shop to get more info on the refund process. Let's start with how long you have to stay on hold and let the phone ring to get ahold of anyone! Plenty or reviews on Reddit about the horrible customer service of this company should have been a red flag for me to began with. Also claims of Silencer shop deleting reviews!! Anywho I eventually got a hold of a rep who was rude and talked over me and continued to say I would get a refund but Silencer shop would charge a ridiculous 35% restocking fee!!! Absolutely unacceptable, scummy and predatorily for a piece of metal that was literally never transferred to my possession! I told the rep that I would not accept a 35% restocking fee and if it is charged I am going to head to my bank and charge back every dollar Ive ever paid this company! I will also be leaving reviews every place I can to prevent others from making the same mistake I did. Its not my fault these items are not allowed where I'm going!! Im was told to give this a try and give the company heads a chance to make this right. If the *** can issue a Full refund so Can you guys. Have Some integrity and Do the right thing is what I Grandpa always taught me. Even when no one is looking.

  Business response

  08/01/2023

  Silencer Shop initially stated that our policy with a 35% restocking fee due to ************** having shot the suppressors prior to his approval/withdrawal of his application to ATF. Once he fired a round through his suppressor the suppressor is no longer NIB (new in box) and cannot be resold as new. We confirmed ************** telling us he had shot the suppressors with his local dealer as well. We were able to work with his local dealer for the local dealer to give him a refund for the suppressors and as of today we are issuing him a refund for the tax stamps he purchased for these two products as well for his Single Shot Trust. This will be done today 8-1-23.

   

  Customer response

  08/03/2023

  Complaint: 20121894
  
  I am rejecting this response because: The suppressor being shot through does no justify this business not refunding or failing to handle this matter in a timely manor. Whether suppressors were shot or not when other customers are Denied by the *** for a form 4 approval, the suppressors are sent back to Silencer shop as they cannot be in possession of these individuals. Silencer shop as a business are all crooks, and a tell tell sign is the outrageous restocking fee. These Men and women have no Integrity, Honor, or respectable business practices. I would never work for a company like this, nor do I treat my customers how they do. Their **************** is next to none and can even be verified from users posting on Reddit. Can't get ahold of anyone when you need them, phone rings all day long, etc. It's even been stated that they go the extra mile to delete bad reviews on the Site. Its sad. And these are the jokesters who are supposedly are sticking up for our rights. Those suppressors were never in my possession, and according to the law never transferred ownership to me. So Silencer shop can refund my money and do the right thing, because I won't stop until these guys return my money. Rather that be a charge Back, Civil Court, ETC. I'll Also Leave negative reviews on every outlet I can! 
  
  Regards,
  
  ***********************

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased and started the process on my suppressor over two years ago. Back in March I was denied that I could get it. I called Silencer Shop which in return they told me to send the form through email to start the return process. I did as instructed to start the return process in March. I never heard anything back and when the local transferor tried reaching out to them they would not give him the form to return the suppressor. They told him he needs to refund me, but I purchased this through Silencer Shop not the local business. I again emailed Silencer Shop with no response. I am just wanting to get that suppressor returned and refunded, however Silencer Shop is not working with me.

  Business response

  06/06/2023

  Our National Sales Manager will be in touch with ******************** today. While ******************** is correct we facilitated the transaction for the purchase of his silencer, we do so on behalf of this local dealer. His local dealer (through our proprietary process of supporting local businesses) received the retail profit for this sale in the same manner as the local dealer would if ******************** bought it directly from the dealer's website or in local dealer's store. We will work with ******************** and his local dealer to get the product back in our possession and get his refund issued. However, as was initially explained, the sale was facilitated by us, through his local dealer and the simplest process to receive this refund is through that dealer. The silencer ******************** purchased is currently registered via ATF to his local dealer, and they are the legal registrant of that item, not Silencer Shop.

  Therefore, in order for us to process the refund, there will be time needed for the local FFL Dealer to submit the proper paperwork to ATF to have the silencer approved by ATF back to Silencer Shop. Once our National Sales Manager speaks with ********************, and the silencer is registered and shipped back to Silencer Shop, we will issue him a refund consistent with our return policy.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have purchased an item from Silencershop and received a denial from the *** as there was an error on the form. I've attempted to call many times (on hold over 90 mins) but have not been able to reach a live person. Was able to make contact with the sales team via email but they referred me to ****************************** I've attempted to reach out on the new email with no response. I have a deadline new form needs to be remediated and submitted by, so need to resolve ASAP. Lack of communication from company makes this close to impossible.

  Business response

  05/22/2023

  Our National Sales Manager and Compliance Manager will look into ****************** account today and will be in touch with ************** to get this resolved.  Our inbound calls, emails and chats are at an all time high and even though we ramped up the size of our team to meet this influx, we are receiving thousands of inbound inquires a day. We will get ************** taken care of ASAP.

*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. ↩