BETTER BUSINESS BUREAU
Customer Review Rating for “TAURUS USA”
1/5stars
Note: “1” is the lowest ranking choice available to consumers. There is no option to rank a company less than”1”.
Daniel C
1 star
09/27/2021
In the past 2 months I have placed orders through the shoptaurus.com website. 2 out of the 3 orders I received were incorrect. The first order I was sent a magazine extensions instead of the barrel I ordered. Contacted the customer care department and was told that they would send me a shipping label for the for the incorrect items then when that is received they would send out the barrel. A few weeks go by and I hear nothing so I reach out again. Im told sorry sir that part is now out of stock and we will be refunding you your money but it can take up to 60 DAYS! Well here we are just shy of 2 months later and I have still not received my refund, how is it that takes you 60 days to refund a payment???? The IRS is faster then that. Also, what kind of company makes the customer go through all the hassle of having to print a label, drive to a shipping center to return there product they messed up on just to sell out of the product 2 weeks later when they finally process my return especially when the barrel I originally ordered was still in stock when I contacted them about the order being wrong in the first place. Now fast forward to present day and I received my 3rd order, I ordered a laser for my *** and I am sent a laser for a **** instead so now I get to go through this entire cluster again. When a company makes a mistake on an order they should make it right to the customer, especially when on the packing slip it says the order was verified by 2 separate employees. Im not saying that I shouldn't have to return the wrong product I was sent but you should immediately fix YOUR mistake and send out the correct product while I return the product you mistakenly sent me.
DC
1 star
09/17/2021
0 stars! Taurus is absolute garbage. Spend the extra few dollars and buy yourself a quality firearm, not a burner quality one. They do not honor their warranty - the only time they do is when it relates to an item that is covered under the class action lawsuit - if it's not, you're essentially ******* if you have a warranty service that needs to be done. I had a 941 revolver. Sent it in April for shooting problems. They "fixed" it and sent it back. I finally get to the range and get thru 12 rounds, and on the next cylinder, every other round misfires and none eject. I sent it back in and they claim the frame is not in spec. And my option is to get a "pro shooter" from them, so basically have to buy another gun - pay for 2 get 1. As a consumer and firearms dealer, I will no longer endorse, sell or even do a transfer for anyone who bought a Taurus firearm. They are now banned in my business and have listed all my personal Taurus firearms for sale - someone else can have that headache. Oh, in case the rude customer service at Taurus reads this, my service number is XXXXXX.
Schmiya C
1 star
01/08/2021
Worst customer service ever!!! I ordered the G3c 17 rd Magazine 12/30/2020 and today's date is now 01/08/2021 and my status still says pending. I've called multiple times the operator states that all of the representatives are busy and just hangs up . You never get to talk to any real person about your issues. I pray I never have a gun issue because I'm sure it will never get resolved!!!
Kasey K
1 star
11/16/2020
BUYER BEWARE DO NOT BUY Taurus Firearms. I Bought a Taurus g3 about 6 weeks ago. Right after bringing it home the recoil spring broke and the spring went flying across the room. Contacted Taurus Usa the next day and was told that i will get a recoil spring assembly. Its been 6 WEEKS and about 30 calls with Taurus Usa and their managers NO USE. All i get is that they will ship it soon and a sorry. POOR QUALITY, POOR SERVICE. I think Taurus Usa should be taken out of business for how poor their products are. The reviews talk for the quality if service. Now i ended up with a paper weight that was worth $300.
Rick S
1 star
11/01/2020
Worst company I have ever dealt with, I purchased a TX22 15 months ago, it has a barrel that is so bad it is unusable...I filed a claim with them in September of 2019 and they said they would send me a replacement barrel. I contacted them again in January and was told it would be coming soon. I have emailed them several times with no response. I have tried calling them and can never get them to answer the phone, even after being on hold for 48 minutes. I have spent 300 dollars on what is effectively a paper weight. I had heard they were not most reliable company , but the reviews for the gun were so good that I decided to take a chance....So Shame on me.... Do not walk...Run.
Martina P
1 star
10/30/2020
I originally ordered a firearm on Black Friday a year ago. Was told it would be delivered by Christmas. That was lie number one I ran into with this company. Finally in January I was advised that my husband's Christmas present was ready for pick up. Upon getting it home we noticed that there were several deep scratches all over the barrel and chamber area. I contacted the company who graciously offered to repair it. Lie number two. I'll spare you all the details but after months of calling, multiple dates that I should expect my firearm back I had to call the CEO's extension to get a response. At this point it had been 9 months after I had sent my repair. Their Customer Service is of no assistance what so ever. I'm sure at no fault of the employees this is obviously a Corporate issue. Their hold time is always over 30 minutes. I waited over a month for a Supervisor response after filing an investigation report. After several additional follow up calls still not even a call back from the Supervisor or an individual Customer Service agent. That was when I called the CEO. Their final resolution was to send me a replacement firearm which was (wait for it) on back order. They could not tell me when I would get a replacement. Six weeks later I received a call that the replacement firearm had been received by my dealer. They were supposed to call ahead of time to alert me that it was being sent so the dealer was aware. Needless to say they did not sufficiently mark the box or the included paperwork with my husband's information so when I called to ensure they had it the firearm could not be located. After several more frustrating days and another call to the CEO my husband finally has his Christmas gift from last year on 10/23. Worst part is upon inspection of the replacement it is almost as scratched up as the original. I'm not talking about being overly picky expecting perfection; these are deep scratches in several places of a brand new firearm. Sad that a company who has bought out several major firearm companies has now tarnished the name of all of them.
Jacob L
1 star
09/28/2020
This is the worst gun manufacturer I have ever dealt with. I contacted them about an incident with my firearm that put me in the hospital back in late December 2019. Took two weeks just to get a response. Sent my firearm off to be repaired and reviewed. Haven't heard anything since. I have called and emailed on several occasions just to get the same lame answer which is basically I don't know. Going on eight months like they took my firearm and threw it away. Act like they could care less. I just want my firearm back to sell it and wash my hands of this ridiculous company.
Clayton M
1 star
09/15/2020
I purchased a *** *** for conceal carry in December of 2020 as a Christmas gift. Before I could sign the gun over to the recipient, the frame exploded after less than 100 rounds were put through it. Luckily no one was hospitalized because everyone was wearing their PPE, but the catastrophic failure of the gun left a powder burn on the shooters hand and scared him badly. I sent the gun in expecting Taurus to quickly apologize and send me a new gun. Instead, similarly to other people's experience, I have called multiple times, waiting over 30 minutes on hold, only to find out that my gun repair hasn't even been started. On two occasions, after expressing my dissatisfaction, I was put through to management. Two different management members assured me that they would get to the bottom of it and call me back within the week to give me an update. On both occasions, they did not expedite the process, and no one ever got back to give me an update. Today, September 2020, I am no closer to resolving my claim. I had to wait nearly an hour on hold, and my gun has not yet been admitted for service. I am supposed to be receiving a call from management "within the next day or two" according to the customer care representative. I had really hoped for better from Taurus, as I have friends and family that love their Taurus guns. I for one am not impressed by their lack of willingness to address my safety issue, the 9+ months turn around (they quote 12 weeks max), and the overall lack of integrity I have experienced while working with Taurus. As for my overall view of the company, I would have been willing to overlook the firearm failure as a manufacturing defect, but based on my experience with the customer care, I will try to steer people clear of Taurus moving forward.
Kenneth B
1 star
09/03/2020
I sent.my ******* back to TARUS for repair months ago. I have repeatedly called to see where they are at as they haven't even started the repair. I wanted to see how long I'd have to wait on the phone. I listened to the music for an hour while I was doing something else and NO ONE picked up. NO ONE! This is not CUSTOMER SERVICE it is a DISSERVICE . This lifetime warranty means nothing if they can't even respond to calls. I can't leave a message and that's probably just as well because of my disgust with TAURUS.******* gun obviously only to be outdone by terrible "customer disservice. " Gun serial number is ******** It's too bad they don't have a negative star to rate Taurass.
Roland R
1 star
09/02/2020
Taurus received my revolver MODEL X-XXXXXX. DESCRIPTION ************************** ** on February and to this date the status still shows as "Firearm Arrived". I sent it for repair because the revolver trigger gets stuck randomly and won't move until the cylinder is opened and closed many times. Then randomly the trigger can be pressed again. Twenty-seven (27) weeks have already passed even when I was told it would take approximately 12 weeks. I have been patient and understanding taking into consideration the Covid 19 issue, but this is already too much. I have sent several emails to support and they are not even answered anymore. Taurus, I need my firearm fixed and returned.
Marc S
1 star
08/21/2020
I bought a Taurus M992 revolver shot it 20 rounds couldn't hit nothing, sent back to Taurus in March 2020 when I sent it back. I packed in bubble pack secured very nice. I didn't get back until 3 months later and when I did get it back their was no packing around the firearm or extra cylinder which ruined the pistol it was the worst thing. So I sent back again to fix or replace it's still there and they will not respond to my emails. Going on 9 months and haven't got to use it. Now that they got 39 million from Ga tax payers to build a new building I would think they would run their company better then this. ***
Hawkins L
1 star
08/10/2020
The best thing about this company is the lifetime warranty but given their poor quality product and horrible customer service, the warranty is basically worthless. I sent my 9MM in for repair and was told to allow 12 WEEKS to process which I thought was excessive but again the lifetime warranty was worth it, at least I thought. The fact that I could get no updates on the progress of the repair or talk to anyone with customer service skills was the worst. But here's the kicker, I waited for 13 almost 14 weeks and had to call to see why I had not been notified only to have a rep. tell me she didn't know why it was late but still could not give me an update on where it was in the repair process. So I was left with not knowing if the gun had even been looked or if it was near completion and ready to ship. Well I got an email that the gun was ready and already in the shipping process which was not what their policy said would happen. I received the gun back 14 weeks later only to see in the repair info box "NO PROBLEM FOUND". The obvious question that I have for Taurus is why in the **** did it take 14 weeks to find nothing wrong with the gun? I am going to dump this gun as soon as possible and will NEVER buy another Taurus product and encourage everyone I know and don't know to not do business with this company. Lifetime warranty means lifetime of poor product quality and even worse customer service.
TSF
1 star
08/06/2020
Rossi / Taurus recalled my gun because it is unsafe. I sent it in A YEAR AGO! They said it was "unfixable", and that they would send me a new one. I've called for status about 20 times. All they tell me is "it's on backorder". The last few times I called all I get is a recording "experiencing technical difficulties". What's going on with Taurus, why are they turning on there own customers? All I want is for Taurus to send me the gun that they agreed to sent me. It's the only gun I own, and it's not doing me any good while being held hostage by Taurus. I don't know what they expect of me for it's safe return. They're not communicating with me. How much time should pass until the item is considered stolen?
Homer
1 star
06/06/2020
HORRIBLE Customer Service! Very questionable quality control of their firearms. Takes a real effort trying to contact them by telephone - I had to wait a full 46 minutes for a Taurus rep to answer my phone call after the third attempt . You have to pay shipping to them - they pay shipping back to you. The female rep was polite and said it would be 12 weeks before I would get my new pistol back from repair. New, out of the box, I was getting very light primer hits - the striker was hitting too light to fire the cartridge and I had to double or triple tap the cartridge primer before the gun would fire and also it jammed a lot with the failure of the extractor to pull the fired cartridge to eject. This is a new gun out of the box. I haven't received my gun back and they do not answer my emails of inquiry. I have had similar problems with other Taurus guns that I own. NEVER again will I buy a Taurus gun no matter what kind of price they have on it, I am totally done with Taurus.
Colby B
1 star
02/16/2020
Customer service and communication has been almost non-exsistent. Sent gun in for repair back in October of 19'. FTf, fte , stove pipe issues. It is now middle of February and still no gun still no status update. My gun has had the status of firearm arrived for almost 2 months with no update. Come to after finally getting someone on the phone that they moved facilities as they couldn't tell me anything other then "ya we got it logged somewhere" no expected time frame or anything. . Would have been nice to let your customers know that. Anyways my experience Has not been good and can't say I'd recommend anyone to this company based on their warranty and customer service. Oh and the model is pt111 g2 9mm stainless
John H
1 star
02/14/2020
Sent my pistol to Taurus for warranty repair. on 11/14/20 today is 3 months or 12 weeks here's how our chat went. 08:35:26 PM) *********: I have reviewed your account and I do apologize but since it is past the 12 week time frame I am unable to provide a time frame. (08:35:40 PM) ****** *****: What? LOLOLOLOL (08:35:49 PM) ****** *****: Find out where my pistol is (08:35:57 PM) *********: It is in the repair process. (08:36:07 PM) *********: 12 weeks is the time frame we are provided. You wait 12 weeks hearing "it's in the repair process it will take up to 12 weeks. Now they tell you it's past 12 weeks you are unable to tell you anything. No one knows anything or where my gun is LOL. I'll never buy another Taurus product. Big mistake dealing with these crooks. I would rather pay double up front and have actual product support. I have no idea when or if i will get my gun back and no one cares.
COMPLAINT ACTIVITY REPORT Case # 67066609
BBB Serving East Alabama, West & Southwest Georgia
Consumer Info: Hewitt, Mr. Michael Business Info: Taurus USA
3015 Willow Creek Rd 100 Taurus Way
Florence, SC 29505 Bainbridge, GA 39817-5408
843 319-2421 843 319-2421 305 624-1115
m.hewitt@dragontactical.net
Location Involved: (Same as above)
Consumer's Original Complaint :
Taurus Revolver failed due to a manufacturing defect. They stated that they don't have the needed replacement part and offered an inferior replacement
Michael Hewitt
Dec 14, 2020, 5:13 PM EST (Monday)
Chat started: 2020-12-14
Michael Hewitt: I'm looking for a status update on service order #780418
Amanda: It is a great day here at Taurus, my name is Amanda here to assist you. Give me a few moments to look into your request.
Amanda: Can you please verify the address and phone number on the account for security reasons?
Michael Hewitt: My name is michael hewitt my address is : 3015 Willow Creek Rd. Florence SC 29505 Phone 843-319-2421
Amanda: Thank you for that information . Please allow me a few moments to look into this for you.
MH: ok
Amanda: Thank you for allowing me the few moments. I do see that your firearm is being replaced. But it will be tomorrow before I am able to tell you what the firearm it will ne replaced with. I can email you with that information.
MH: why would they replace the firearm rather than replacing the transfer bar?
Amanda: With that being an older firearm, there are no parts available.
MH: what do I need to do to find out what it will be replaced with?
Amanda: I will email you in the morning as soon as I have the replacement model.
MH: thankyou
Amanda: You're welcome. Is there anything else I can assist you with today?
MH: That's all for today
(10:13:27 PM) Amanda: Thank you for allowing me the opportunity to assist you and for contacting Taurus USA.
Amanda (Taurus USA)
Dec 15, 2020 (Tuesday)
Hello Michael,
I have the models. I will just need to choose which one you would like.
https://www.taurususa.com/firearms/revolvers/942/942-revolvers-22-lr-8-round-matte-stainless/
https://www.taurususa.com/firearms/revolvers/942/942-revolvers-22-lr-8-round-matte-stainless-3/
Thank you,
Amanda
Customer Service Agent
Taurus USA
12-15-2020 (Tuesday) Email to Taurus
Amanda:
Neither of the pistols you listed are comparable to the M94 SS Revolver you received.
Both pistols have an 8-round capacity, not 9 rounds like the M94. Both pistols have a snub nose barrels not the 4" barrel found on the M94. Neither pistol has the adjustable rear sight.
If the M94 can be repaired by replacing the broken transfer bar, that is all I'm asking for. The transfer bar should not have failed. The pistol has been cared for and it looks almost new, so it has not been abused.
Unless there is another alternative that I'm not aware of, the only comparable pistol I have seen in your current lineup is the .22 cal. 992 Tracker. It has the 9-shot capacity, the 4" barrel and adjustable rear sight.
If you have another alternative, please send me the link.
Thank you:
Michael Hewitt
12-15-20 (Tuesday)
After 45 min. on hold. I spoke with a Taurus Customer Service Representative
Customer service representative did not have the authority to address the issue.
I requested a call back from someone in a supervisory position to try to resolve this issue. I was informed that I would be contacted within 48 hours , by a supervisor.
Dec 15, 2020 (Tuesday)
Hello Michael,
I can see that you spoke with an agent and you have request a call back. So I will go ahead and close this ticket.
Thank you,
Amanda
No Call back on Thursday
12/17/2020 (Thursday) Email to Taurus
Amanda:
In addition to the email, I sent on 12-15-2020, I spoke to someone in customer service on the phone. The Taurus representative I spoke with did not have the authority to properly address this issue. I asked to speak with supervisor and was informed that a supervisor would have to call me back. I have still not heard from anyone at Taurus. Please contact someone in a supervisory position and ask them to call me so we can address the issue with this defective firearm.
Michael Hewitt
Dec 17, 2020, (Thursday)
Hello Michael,
I Have checked for you and you are on the call back list for tomorrow. I am not sure of the time, but I do know that it is tomorrow.
Amanda
Again- No call back on Friday
Dec. 12, 2020 (Sunday)
Sent e-mail to Taurus asking for call Back.
Mon. 12, 2020 1:18pm EST
Still no call back from Taurus
Consumer's Desired Resolution:
The 2 pistol options offered for replacement are not acceptable replacements. Three major downgrades from the original are the shorter Barrel, reduced capacity and loss of the adjustable rear sight. The replacements offered also have an MSRP of $64 less than the SS M94. I suggested the SS 992 as a replacement for the defective SS M94 and the customer service associate I spoke with did not have the authority to make that decision. I understand that the SS 992 comes with a .22 LR and a .22 Magnum cylinder. I am only looking for a comparable replacement for the M94, Taurus can keep the .22 Magnum cylinder and send just the .22 LR cylinder. I do not understand why this process is so difficult or why I haven't received a call from someone with the authority to make a decision. As a Firearm & Concealed Weapons Permit Instructor I am often ask for my recommendations on firearm purchases. Until now I never had any reservations about recommending Taurus as a source for quality, reliable firearms, backed by a company that has, until now, always provided excellent customer service. I sincerely hope that this is not Taurus's new normal for customer service and if it is I will adjust my recommendations accordingly. Please contact someone in a supervisory position and ask them to call me so we can address the issue with this defective firearm.
BBB Processing
12/21/2020 web BBB Complaint Received by BBB
12/21/2020 web BBB Complaint Reviewed By BBB Operator
12/21/2020 Otto EMAIL Send Acknowledgement to Consumer
12/21/2020 Otto EMAIL Inform Business of Complaint
01/04/2021 OttO BBB No response to first notice to business
01/04/2021 OttO EMAIL Consumer - Have You Heard From the Company
01/04/2021 OttO EMAIL Second Notice to Business
01/12/2021 OttO BBB No Response received from Business on 2nd Notice
01/12/2021 MEV BBB CALL MADE OR EMAIL SENT TO CO - GIVE 3 MORE DAYS : case# 67066609
Mallory Vergara <mvergara@centralgeorgia.bbb.org>
9:29 AM (0 minutes ago)
to Tammy
Good Morning,
A complaint has been filed against your business on 12/21/2020 from consumer Michael Hewitt, which we did forward through our complaint process. We were unable to confirm if you have received it or not. Can you please review and respond to the link below?
https://centralgeorgia.app.bbb.org/complaint/view/67066609/b/v33d92c
Look forward to hearing from you.
Thank you
Sincerely,
Mallory Vergara
Dispute Resolution Counselor
Better Business Bureau
serving the Fall Line Corridor, Inc.
Office: 706-324-0712 x 7014
BBB.org/central-georgia
01/13/2021 MEV BBB MORE INFO RECEIVED FROM THE CONSUMER : (The consumer indicated he/she DID NOT accept the response from the business.)
There has been no response from Taurus to the BBB inquiry.
I contacted Taurus again on 1/12/2021.
I was informed that the original MSRP of the defective pistol could be applied towards another Taurus firearm but they would not refund the MSRP. This pistol was returned to Taurus because of a manufacturing defect. They claim they don't have the parts to repair one of their firearms. They have inflated the MSRP of the only pistol, in their line up, that has the same features as the defective pistol, by an additional $220 dollars.
In short; in order to get the pistol replaced, that failed due to a manufacturing defect, Taurus wants me to spend another $220 to get a comparable pistol. With the decline in quality and complete lack of customer service why would anyone want to spend any money with Taurus?
01/20/2021 MEV BBB CALL MADE OR EMAIL SENT TO CO - GIVE 3 MORE DAYS : Mallory Vergara <mvergara@centralgeorgia.bbb.org>
11:14 AM (0 minutes ago) to Tammy
Good Morning,
I sent an email to your business on 1/12/2021 but I have not heard a response back from you. I wanted to follow up to see if you can review and respond to the link below.
https://centralgeorgia.app.bbb.org/complaint/view/67066609/b/v33d92c
Look forward to hearing from you.
Thank you
Sincerely,
Mallory Vergara
Dispute Resolution Counselor
Better Business Bureau
01/20/2021 MEV BBB RECEIVE BUSINESS RESPONSE : I apologize for the time frame and experience. You will receive a call on tomorrow, Thursday 1/21/21, by the end of the day.
01/21/2021 MEV EMAIL Forward Business response to Consumer
01/21/2021 WEB BBB RECEIVED CONSUMER REBUTTAL : (The consumer indicated he/she DID NOT accept the response from the business.)
Taurus called and still only offered to apply MSRP of defective firearm against the only comparable firearm in their current lineup. This still would result in my being forced to pay an additional $175+ in order for Taurus to replace their defective pistol with one comparable to the one that failed due to a manufacturing defect.
The firearm failed from a manufacturing defect, Taurus should replace the firearm with one comparable. their customers should not be forced to pay more money for a firearm nearly identical to the defective one that Taurus produced. Why has Taurus stopped standing behind their products? There should be a way to rate them at less than one star.
01/21/2021 MEV EMAIL Forward Consumer Rebuttal to Business
02/01/2021 OttO BBB No Response from Business re: Consumer Rebuttal
02/01/2021 MEV BBB Administrative Hold
02/01/2021 BBB MORE INFO RECEIVED FROM THE CONSUMER : My Taurus .22 cal. pistol failed due to a manufacturing defect. Taurus claims they cant replace the defective component in the pistol. I the Requested that Taurus return the defective pistol, because I will not pay Taurus more money for them to replace the pistol with a comparable model. Taurus refuses to stand behind their products, so why would anyone think its ok to extort more money form their customers to replace a firearm that failed from a manufacturing defect.
I'm still waiting on the return of my broken fire arm.
As a Firearm, instructor with years of firearm experience, I strongly recommend to anyone purchasing a firearm: DO NOT BUY A TAURUS. They no longer appear to care about quality and their customer service is non existent.
02/03/2021 MEV BBB RECEIVED BUSINESS' REBUTTAL RESPONSE : I apologize for the experience. Your service order will be looked in to and you will be contacted, by phone, no later than 02/05/21.
02/04/2021 MEV EMAIL Forward Business response to Consumer
02/12/2021 OttO BBB No Consumer Response- Assumed Resolved with Letter
02/12/2021 MEV MAIL Email Reminder Sent To Consumer give 3 more days
02/12/2021 BBB MORE INFO RECEIVED FROM THE CONSUMER : Taurus contacted me again, only to tell me that they still will not stand behind their product. They will not repair their defective firearm and they will not replace it with a comparable firearm, unless I am willing to spend a considerable amount of my money to have it replaced. Taurus has made no effort to make a reasonable offer to replace one of their pistols that failed as a result of a manufacturing defect. I'm still waiting for Taurus to return the defective firearm. DONT BUT TAURUS, unless you want to experience their lack of customer support when your Taurus firearm fails.
02/16/2021 OttO BBB No Consumer Response- Assumed Resolved with Letter
02/16/2021 MEV BBB Bureau judged complaint to be closed UNRESOLVED
02/16/2021 MEV EMAIL Inform Consumer - Case Closed UNRESOLVED
02/16/2021 Otto EMAIL Inform Business - Case Closed UNRESOLVED
02/16/2021 Otto BBB Case Closed UNRESOLVED
02/17/2021 MEV BBB ReOpen the Complaint
02/17/2021 MEV BBB RECEIVE BUSINESS RESPONSE : I apologize for the experience and time frame. In review of your Service Order, you have been provided a few models to select as your replacement. We have also increased the MSRP to allow more selection in efforts to resolve this issue. You will be contacted today by phone, no later than the end of day, Wednesday 2/17/21, to further discuss.
02/17/2021 MEV EMAIL Forward Business response to Consumer
02/18/2021 WEB BBB RECEIVED CONSUMER REBUTTAL : (The consumer indicated he/she DID NOT accept the response from the business.)
Taurus contacted me again, only to tell me again that they will not stand behind their products and they will not replace the defective pistol with a comparable model. The replacements offered are not remotely comparable to the pistol that failed due to a manufacturing defect. I am still waiting for Taurus to return the defective pistol. I was informed that the delay in returning the pistol is because they are waiting on a letter that is to be included with the pistol when it is returned. I don't understand this delay since the letter is to be issued by Taurus. Just another failure to provide any semblance of customer support.
I refuse to pay Taurus more money in order for them to provide a comparable replacement. As a Firearms instructor I strongly recommend that anyone looking to purchase a quality firearm look somewhere other than Taurus. The customer service is non-existent and when their firearms fail it is apparently just another opportunity for Taurus to extort more money from their customers. DO NOT BUY TAURUS
02/18/2021 MEV EMAIL Forward Consumer Rebuttal to Business
02/20/2021 WEB BBB RECEIVED BUSINESS' REBUTTAL RESPONSE : I apologize for the experience. The letter will be completed shortly and your item returned to you.
02/22/2021 MEV EMAIL Forward Business response to Consumer
02/22/2021 WEB BBB RECEIVED CONSUMER REBUTTAL : (The consumer indicated he/she DID NOT accept the response from the business.)
The lack of Taurus customer service is mind boggling. I keep getting calls from Taurus telling me that they still refuse to replace the defective pistol, they produced, with a comparable pistol. I filed this complaint over two months ago. Since they won't replace it and I refuse to pay more money to Taurus to receive a comparable replacement, I requested the return of my defective pistol on February 1st 2021 . The last message Taurus posted indicated that a letter indicating that the pistol is defective would be completed shortly and my defective pistol pistol would be sent back. I still have not received any tracking information or any other contact from Taurus indicating that my pistol was in transit. The letter Taurus claims they are waiting on is being composed by Taurus. How long does it take to type a letter. In all my years working with companies in the firearm industry, I have never dealt with a company so willing to abuse customer loyalty. I think that it is a shame that the current management appears to be happy to leverage the reputation that Taurus used to have in order to crank out sub standard products with no intention of standing behind them when they fail. From a once loyal Taurus customer, I think that it is sad to see. If you are looking for Quality and Customer Support.......DONT BUY A TAURUS
02/22/2021 MEV EMAIL Forward Consumer Rebuttal to Business
02/23/2021 WEB BBB RECEIVED BUSINESS' REBUTTAL RESPONSE : I apologize for the experience. You will be contacted shortly and provided a tracking number.
02/23/2021 MEV EMAIL Forward Business response to Consumer
02/28/2021 WEB BBB RECEIVED CONSUMER REBUTTAL : (The consumer indicated he/she DID NOT accept the response from the business.)
Tracking information provided by Taurus provides no information on when the firearm will be delivered.
I have been dealing with companies in the firearm industry for years, for the last two months, Taurus to continuously provided the worst customer service I have ever experienced. Its taken over two months of calls and e-mails for Taurus to make it clear that they have no intention of repairing or replacing the defective pistol that they produced.
At this point I just want my pistol back so I can be done with Taurus.
DON'T BUT TAURUS
All the other complaints filed with the BBB against Taurus appear to indicate that there is no longer any type of functional Quality control and, when their firearms fail, I can tell you first hand that the customer service is non existent. There should definitely be a way to rate them less than one star.
DON'T BUY TAURUS
Don't take my experience at face value. Look at all of the other BBB complaints filed against Taurus. Your firearm may be the only thing keeping you and your family from becoming victims or just another statistic. Make sure you have quality firearm from a company that stands behind their products, my experience shows that Taurus is no longer that company.
03/01/2021 MEV EMAIL Forward Consumer Rebuttal to Business
03/01/2021 WEB BBB RECEIVED BUSINESS' REBUTTAL RESPONSE : I apologize for this experience. The most current update was provided to you on 2/23/21. On this date your item was packaged and shipped with the tracking # provided to you.
03/01/2021 MEV EMAIL Forward Business response to Consumer
03/02/2021 WEB BBB RECEIVED CONSUMER REBUTTAL : (The consumer indicated he/she DID NOT accept the response from the business.)
DEFINITLY NOT RESOLVED
Taurus claims to have a LIFETIME REPAIR POLICY, yet they don't maintain the parts needed to do the repairs. They offer to replace their defective firearms with ones that don't compare to the ones that fail due to factory defects. They extort money from their customers in order to get a comparable replacement. If their customers refuse to pay more money they return the defective firearm with a letter that is made to sound like the customer stopped them from making the needed repairs.
How are they allowed to advertise a LIFETIME REPAIR POLICY if they don't actually honor it?
I Finally received my defective pistol return from Taurus, along with the following letters.
The cover letter contained the following lie:
Dear Valued Customer,
Your Firearm has been repaired under our LIFETIME REPAIR POLICY.
Thank You for being a Taurus owner.
Sincerely,
Customer Service
The second page makes it sound like I stopped them from repairing the firearm, not what actually happened. Taurus claimed they could not repair the firearm because they didn't have a replacement for the part that failed. The replacement options they offered were nowhere close to the same firearm. The only comparable firearm in their lineup is the same basic pistol with the addition of a magnum cylinder. Taurus wanted me to pay over $200 more for them to exchange the defective pistol they produced for the current model, even after I informed them that they could keep the Magnum cylinder.
The second page (It took weeks for someone to write this before they could return the unrepaired firearm):
Dear Mr. Hewitt:
We are in receipt of your firearm bearing serial No. ******. You sent your firearm to us for repair. You have now requested that the firearm be returned to you. In accordance with your request, we are returning the above-described firearm to you in an unrepaired condition. The information obtained from you and/or from our examination of the firearm indicates that it is unsafe to shoot.
PLEASE GOVERN YOURSELF ACCORDINGLY.
Thank You.
Sincerely, TAURUS INTERNATIONAL MANUFACTURING, INC.
Repair Department
That's Taurus's idea of a Lifetime Repair Policy
DONT BUY TAURUS
