"Ordered two "NEW" magazines for a Smith&Wesson handgun. Waited a number of weeks for delivery, but that was no big deal. The big deal was the fact that when the magazines arrived, they looked used, and were dirty. I contacted customer service to convey I paid for new, not used and received an email telling me that "A little cleaning solution might be able to clean that right off". Their attitude totally sucked. TERRIBLE CUSTOMER SERVICE. Would never buy from them again."

"Their online sales and customer service is a big fat "ZERO". They lie, they don't reply to emails, they don't pick-up the phones, and they never process orders. Waited for for my item 7 weeks, so I gave up and wanted to cancel the order. Well, that took another 2 weeks. Shame!"

"Ordered a gun part that says ships in 8-10 Business days 14 Business days later still nothing, no tracking number no confirmation number no nothing. Sent multiple emails with zero response. There website says there phones are off so they can focus on sending orders out... horrible customer service! Anything related to guns are not cheap people want to know what is going on with there money. Will never order thru this place again "

"We bought a gun from them and it will not chamber a bullet after taking it back to have their gun smith look at it 2 times and it still wont chamber a bullet, the Owner Terry that claims he is a gun smith said there is nothing he can do to fix this gun. I called the manufacture and they said the shop was responsible to return the gun and give me a new one. The store owner Terry said he wont do that they feel they are not responsible for selling a gun that wont load bullets, hence a gun that wont shoot. I wasted a lot of money on a gun here if it wont load or fire, what was the point in buying this gun? Do Not trust this place they have lied to me over and over and will not honor their own policy. if you buy a brand new gun, they will not help you If the brand new gun is useless. I was going to purchase from them again but not any more. stay away from them they are thieves. this was the worst decision I've ever made.. "

"I believe this company plays favorites when it comes to backorder items, ordered a weapon and being I travel, you would expect a call concerning payment issues. I have never had a payment issue until I ordered oversea, but this is not overseas, these individuals canceled my order and when I contacted them, informed me I could repurchase the weapon at a higher price. After traveling around the world supporting the military, a call from customer service would have sufficed especially since the weapon has to be shipped to an FFL. I give this business an F for everything from customer service to effort. No thank you, I would rather pay a 10% markup with a business that takes the time to communicate the issue to get customers their products. This business needs an overhaul seriously. "

"Order a gun on Thursday morning, paid for a 2 day shipping. Called and talk to a lady in customer service, she said that the order was going to be process. Next day on Friday, checked their website and my order was still in the process mode!! Called again and got the same answer that my gun was on process, I asked the lady if I was going to get my order on the 2 days shipping, she said yes you will. Checked the UPS website and the order was still waiting. Long story short I got my gun on Monday afternoon, when I asked for a refund the guy named TJ send me and email saying that they will not send me a refund due to the order got on time at the armory. Now you guys, how many days are between Thursday and Monday, 2 days????? impact guns if you are not going to honor the 2 day shipping, please do not screw the customers and charge them for it and not fulfill the orders. Definitely will not shop here again. "

"Purchased a gun on Sunday night. Had the ffl confirmed the next day after a chat with customer service. Very helpful customer service. Shipped out tuesday morning. Gun was exactly as ordered. No scuffs or anything. Great company!"

"Customer service that argues, and tries to talk in a condescending manner, and apparently can't count business days, or answer questions. Hopefully my gun makes it here, bit I will never use them again."

"All three guns arrived within a week."

"I ordered a new-in-box pistol from the Impact Guns website, which arrived with a scrape through the finish and down to bare metal along the side of the cylinder. Per the "damaged item" policy on their web site, I immediately sent them an email and reported it.

Here is the "damaged/incorrect item" policy in its entirely directly from their web site:

"What about damaged/incorrect items?
If you received a damaged, defective, or incorrect item, we’ll ship you a replacement of the exact item upon receipt of the damaged or defective item. We will send you a return shipping label for the return. To request a return authorization, please send an email to: ****@****.

What about return shipping costs?
If a return is due to an Impact Guns error then we will pay return shipping costs, otherwise the customer is responsible for any return shipping costs. If Impact Guns is replacing a returned defective or incorrect item, Impact Guns will ship you a replacement item at no shipping cost. Please use a trackable shipment method and insure appropriately."

Firearms Lifetime Guarantee
Impact Guns offers a lifetime guarantee of firearms. We guarantee to replace or repair any defective firearm for the life of the original purchaser. For details, see our policy: http://www.impactguns.com/lifetime-warranty.aspx."

Seems pretty clear, right? If they send you a damaged "item" (period, no exceptions), they'll replace it, just as they should, right? They also have a "Firearms Lifetime Guarantee", so you're covered two way, right?

Wrong.

I was stunned to receive an email response from Impact Guns that said they do not accept returns on firearms even if they sent you a damaged one, in spite of what it says in plain English on their website. The woman who answers the emails instead quoted from their 30 DAY RETURN FOR REFUND policy:

"What can I return?
You may return most new, unopened items sold by Impact Guns within 30 days of delivery for a full refund. Our 30 day return policy does not apply to the following items: firearms, black-powder guns, ammunition, gunpowder and primers. If for some reason a firearm cannot be picked up from the destination dealer, then the customer will be responsible for return freight charges and a 6% restocking fee. NFA (Class 3) items are excluded. Please see "How to Order" for more info on NFA items."

I responded by pointing out that the policy she quoted is obviously in reference to RETURNS FOR A FULL REFUND, and I was NOT requesting a refund. They sent me a damaged pistol, so I was requesting that they comply with their DAMAGED ITEM policy and replace it with an "exact item", just as it says in their DAMAGED ITEM policy with no exceptions. After all, what reputable retailer of ANYTHING would have a policy that says they can take several hundred dollars from a customer for a new in-the-box item, send the customer a damaged item, and when the customer naturally expects them to correct their error, tell the customer he's stuck with it?

In her next response, the Impact Guns woman once again quoted the firearm exception in their "30 day return for a refund" policy, again ignoring (either deliberately or through sheer inability to read their own policy) the fact that I was NOT ASKING FOR A REFUND, I was asking for them to correct their error and replace the damaged pistol they had sent me per their DAMAGED ITEM policy. In spite of the fact the pistol was in an unsealed box and could have been handled by any number of people after it left the factory, she told me I'd have to complain to the manufacturer.

At this point it was clear that in spite of what their policy says in plain English, Impact Guns had every intention of sticking me with a damaged pistol.

I called the US distributor of the pistol manufacturer and explained the problem. Their rep said "Didn't you inspect it before you bought it?" I said no, it was purchased from Impact Guns via their web site. He said "Ohhhhh. Well then they should have handled this FOR you." Yes, I agree, but they refuse to do so. He said my only alternative was to sent my brand new, tags-still-on-it pistol to the manufacturer's service department "for evaluation", with an estimated FIVE WEEK turnaround.

In summary, here's how the Impact Guns policy SHOULD read:

"We reserve the right to take your money for a new-in-box firearm, send you a damaged one, then ignore decency, good business practices, what it clearly says on our own website, and common sense itself by refusing to make things right and exchange it for an undamaged item. When you point out what it says in our own policy, we'll ignore that, tell you it's your problem, and blow you off to the manufacturer. You will then for the next five-plus weeks be without the brand new pistol you just purchased while the manufacturer decides if they're going to fix what we never should have sent to you in the first place."

In other words, buy anything from Impact Guns at your own risk."

"I purchase a silencerco Hybrid suppressor on clearance over the weekend. Called the customer service number first thing on Monday and chatted with a nice lady on the phone to confirm my order. She look up my order number, told me they received my FFL information and then told me my order went through. At the end of my conversation with her I said , "just wanted to call and confirm everything went through" she said yes. Next day i received a email stating my order got cancelled. I reach out to impact guns again and ask why my order got cancelled and this is what they said .

02:44:10 PM [Kristal] Yes, that is correct we are out of stock at the $400 price, they are in stock at $790.
02:44:33 PM [Cuong ] i also called on monday to confirm my order and the nice lady said that everything is processing and she confirm that it went through
02:44:54 PM [Cuong ] i told her my order number and she look it up and said everything was good
02:45:26 PM [Kristal] Your order did go through, however we have since had to cancel all orders.
02:46:29 PM [Cuong ] thats very misleading. your saying my order then go through, then the nice lady who i talk to confirmed it also went through then somebody after that canceled my order ?
02:47:09 PM [Kristal] That is correct, and we do apologize for the confusion.

Its obvious they have the power to make this right and honor the original advertise price but they choose not too. Was hopping to buy more items from this retailer in the future but was very disappointed."

"I had ordered a firearm from Impact Guns 3 days ago and I called to ask about the estimated shipping date (Shipping Date). I was told it wouldn't leave their location until the 27th. That is 2 weeks to the day after I ordered it. The item is listed as in stock online but not really in stock if it takes you 2 weeks to get it to ship it. I read the same story three times before in the customer reviews and called them back to cancel my order. The customer service seemed respectful enough. They understood. They do have the best price if you can wait almost a month to get the gun. I'm just not patient enough to deserve the savings. When I pay, I get a product. Really glad I read the reviews. Whish I did before I bought."

"Ordered a gun on Wednesday shipped out Thursday and arrived on Saturday with ground shipping to the east coast. Will definitely order from here again. Awesome deal saved me $200. In all honesty they may have made a mistake online. Next day gun online went up. But no bate and switch or call to say we messed up. Honored the deal. Could not be happier. So same experience as the guy below me that ordered before Thanksgiving. Here I am the week before Christmas and the transaction was perfect. Thanks Guys and Gals"

"Shady business practices at best. Why would you continue to send "backorder" updates, showing a set price, then not even notify the purchaser when the backordered product is back in stock until all the stock is gone again? Guess with the idea of the price increase of over $100, you are selling at the new price and don't want to bother yourself with previous customers who have waited a month on your product. Yes, I know, read the fine print... this just isn't the way a business should operate, especially when I have purchased several hundred dollars worth of accessories for this make/model. Will take my business elsewhere, even if it costs me more money."

"Ordered a firearm from them. Great customer service and communication from TJ! Firearm shipped via Fed Ex arrived at FFL dealer in in excellent condition.
I would definitely buy from them again!"