ComplaintsforSturm, Ruger & Co., Inc

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi My handgun had a recall and I sent it in to be repaired on 7/8/2024 RMA *******. When I did not hear anything I called customer service. They put me in touch with *****. I left voicemails and spoke with her on July 23. After some back and forth emails I was advised my gun was not repairable. I sent in a copy of my receipts as requested and still have not received a refund or replacement gun. I feel at this point I should have received a check or replacement or a response.My RMA # is ******* Any help would be appreciated, I can provide emails or receipts on requests.Thanks

  Business response

  08/16/2024

  We recently received the above-referenced complaint and have investigated the customers concerns. We take great pride in both our products and our reputation for delivering outstanding customer service.
  
  With respect to this particular complaint, we understand this matter has been resolved as a refund was issued on August 8, 2024.  If the customer is still dissatisfied, please provide additional information.
  
  Sincerely yours,
  
  Sturm,Ruger & **** ****

  Customer response

  08/16/2024

   I did receive my check thats true. 
  this was just handled terribly and I dont even know if they know how much happened in between. I say this due to get someones attention I had to forward my emails between me and the processor due to she never documented them. 
  before I filed my complaint here I made one more attempt by leaving a message for here boss asking for a call back ( she never did ) and thats how we got here 

  for a company to be concerned about there customers it certainly didnt happen here 

  what Id like is someone to contact me personally so this never happens again to someone and some sort compensation for they way it was gift certificate / check. Not that I expect this to happen but it would be nice for everything that I went through for something that could have been so simple 

  thanks 

  Louie 

   

  
  

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  While trying to purchase a very inexpensive item, a notice was given that I must register an account with them, After creating an account, I was still getting the register for an account notice, and was not able to make purchase. Upon calling customer service, and speaking with Laura, ID # ******, I was asked for sensitive information to complete the transaction by phone, which I declined. I then asked them to close the account, and for proof of deletion of any personal information given to open the account. I was told that she was not able to comply with my request. I then asked the customer service agent for an Identification number, and she told me her name, but fumbled around and did not want to give an I.D. number. I then told her that she was required to provide the number when asked, and it would be easier for her and the company to comply with my very simple request. While continuing to discuss the issues, she finally provided the I.D. number, but said that I would have to wait until Monday to even speak with another customer rep. to get any further information about the simple order, or the request to delete the account and any sensitive information proof of deletion of said information.....

  Customer response

  09/19/2023

  I have not heard from the business in response to my complaint.

  I contacted them today, and customer service tells me that they cannot view my information because I

  have not placed an order.....

  Their web site will not allow me to place an order, and customer service by phone will not complete an order 

  without more sensitive personal information, including a serial number for a firearm, which I refuse to give them.... 

   

  Bottom line is:

  Their website is a scam, or fraud web site to obtain sensitive personal information, and further action is required

  to protect my self,,,,,,

   

  ******* *********

  
  

• Initial Complaint

  08/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ShopRuger sent me a letter saying they had a data breach. But there are problems with the information in the letter dated 08-18-2022. They give a phone number for the company they said was responsible and admitted the data breach - the phone number doesn't work. You reach sales, who today said "we are over run with calls and we can assure you they are looking into things". You can't talk to a supervisor, and no one will call back. But the letter says "contact ********* directly" - but you can't. This is key: I have an attempt using the data that was breached. ShopRuger claims to "we do not believe hat your information is at risk", yet the malware they also indicated clearly caught all the necessary details for the malware instigator. ShopRuger does not have any means to receive if a customer info was used, so that's rather precarious when they say they dont' know - how can they given my experience today? Has ********* been fired? I also have issue with communicating to get details with ********* - the responsible party for allowing the malware. There's no way to contact ShopRuger through proper channels - there's no way to report actual data attempts in a verified fraud - if **** ***** isn't set up for phone calls, why would I entrust more sensitive information to an email (do they respond, if so what time frame - none of this is provided). To toss this into identity theft "sign up" doens't remedy the situation. The data is definitely out there and there are documented attempts to use it, yet ShopRuger doesn't have anyway for customers to communicate this. The fraud attempt on my bank card I used at Ruger was just 2 days ago - the reason I know it's the same was I have since changed card numbers months ago, and they number used in the fraud was identical to the one in the dates Ruger identifies. $200 may not be a lot to some, but not all banks are as good as mine, and some people can't take a $200 hit. Ruger needs to do much more.

  Business response

  09/13/2022

  September 12, 2022
  
  
  
  BBB of Central & Northwest North Carolina
  1617 NC Highway 66 South
  Suite 201
  Kernersville, NC 27284       
  
  Re:  Complaint 17759273 – ****** ********
  
  To Whom It May Concern:
  
  We are in receipt of Ms. ********’s letter dated August 23, 2022 and would like to respond in order to hopefully shed some light on her concerns.
  
  As an initial matter, we sincerely regret any inconvenience associated with *********’s data breach.  To be clear, the breach in question occurred at ********* Solutions – a third party company that owns and manages the server that hosts our online store, ShopRuger.com.  In our letter notifying customers of the issue, we offer several different points of contact to help customers who have been affected by the data breach.  First, we offer contact information to ********* Solutions, as the data breach occurred at their facility and they have the most comprehensive information as to precisely what happened and how.  This is not information that has been shared with Ruger, and thus we are unable to help consumers with questions on those topics.  Naturally, we have no control over how ********* manages their calls or their customer service, but we will take this feedback into account.  Second, we offer contact information for a third party company that Ruger retained to answer consumer questions and to provide identity monitoring services to interested customers. 
  
  Ms. ******** seems primarily concerned with contacting someone directly at ShopRuger to report unauthorized use of her payment information.  We take issue with the statement that “[t]here’s no way to contact ShopRuger through proper channels . . .” For reference, the “Contact” link at the bottom of our www.ShopRuger.com webpage directs users to a page offering three ways of connecting with the Company - a telephone number (336-949-5200), a physical address, and a link (“Contact ShopRuger Customer Service”) to contact our Customer Service department directly.  If Ms. ******** is seeking direct contact with the Company we encourage her to contact us through our regular channels as described here.    
  
  Sincerely,
  
  
  Sturm, Ruger & Co., Inc.
  

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