Smith & Wesson Corp. (Headquarters)

I have been a long time S&W patron. Recently bought a S&W Victory. Malfunctioned out of the box. Ejector was not aligned from the factory. Since so many people have had this same problem the fix was on the internet. About a month later purchased a Model 41 Performance. Worked for 3 weeks. It was a $1500 gun. Sent it back for warranty repair and its been a living nightmare to deal with their so called, "customer service." They don't return calls, they are rude, and I have been lied to by 4 different agents. Their service initially was 3-4 weeks. At 4 weeks I called and was told 5-6 weeks. I called back and was told 4-5 weeks and asked to speak to a supervisor. No one was available and no one ever called me back. I was routed back to the call in line and the lady who answered told me emphatically 8-10 weeks. Finally got an email from "Kate" a supervisor who said the time was about 6 weeks, but they didn't count the 4 days they had it before they checked it in.
This notwithstanding, Kate said she called the gunsmith and he hadn't called her back. This is several days ago. S&W clearly has lost my business because they have: 1) little if any quality control; 2) their CS agents have absolutely no clue what they are doing; 3) their CS agents (several) are rude; they won't let you talk to a supervisor; 4) their supervisors (Paul and Kate) would not return my phone calls, 5) Supervisor Kate lied and stated they told me they were waiting on a response on Facebook, which was untrue; 6) their gun repair person would allegedly not communicate with the Supervisor Kate; and 7) Not only do their products suck, their customer service is a total disgrace! Filed a complaint with the BBB asking for a date when my gun would be looked at and repaired. Its been almost 7 weeks and they flatly refuse to give me a simple answer to this simple question.
CAN'T IMAGING A COMPANY CARING LESS ABOUT ITS CUSTOMERS! THAT'S JUST MY EXPERIENCE! BUYER'S BEWARE, ITS THAT BAD.

I bought a Smith and Wesson pistol that is actually a reissue. After putting 3 magazines through it, the slide wont lock back. I called and told their CS that the magazines seem to pretty loose in the firearm and got a hold please. After the woman came back on the line she said yes on that particular handgun they do rattle. One of my major problems with them is this: I spent good money on this pistol, I waited for it to be delivered to my FFL and finally got to shoot it on a Thursday. After 50 rounds the slide wont lock back and I'm the one who is out of my hard earned money. They cant ship 16 round magazines to my State(IL) because that's their policy but not my States, we have no restrictions on magazine capacity so I was told to just send in the handgun. If it turns out to be the magazines I'm out of luck. I was Emailed a two day Fed Ex label which means since it went out at 5PM on a Thursday, Smith and Wesson will get it the following Monday by 4:30 PM. Really? 50 rounds through a brand new gun and 5 days for warranty shipping? Do they take CS seriously at all? I will probably see this gun in a month and it will have the same issues. After checking on the internet some of these models have the same issues and instead of reading glowing reviews, I should have been reading particular problems with this pistol. I have bought 4 S&W firearms new and this will probably be the last one. Whatever happened to pride or even basic QC checks? I am beyond disappointed because the gun was dead accurate and now after 50 rounds I already don't trust it. Would You?

I paid for a Letter of Authenticity. I received a letter of history information. NOT specified in my initial request form.I submitted a request form to Smith and Wesson Historian ([redacted] G. [redacted] for a Letter of Authenticity on March 30, 2014 for a fee of $50.00 for my S & W Model [redacted] .357 Magnum Revolver. My check was cashed on April 10th, 2014. When I finally received this letter on Aug. 18th, 2014. It wasn't a Letter of Authenticity, the letter wasn't even "titled" as a Letter of Authenticity! The first sentence indicated it was a letter requesting information on my Model ** revolver.Desired SettlementI want a FULL REFUND of my $50.00 request form fee.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@smith-wesson.comAttached please find our linke of a sample letter which is depicted on our website for history of a handgun. [redacted] is our historian and the letter comes with his embossed stamp over his name. The letter gives the complete history of the handgun and the model in
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)All I wanted was a letter "titled" - "Letter of Authenticity". Please re-type another letter for me with this title. Thank you.

My smith and Wesson throwing knives I recently bought broke. I have only just bought them and only used them twice and they snapped.I purchased my throwing knives on [redacted] and when I got home I was practicing and one of the knives snapped in half. The next day another broke and this time it broke into three pieces. I was pretty upset and I thought they were made of higher quality material. I bought the knives for [redacted] and I was hoping they would last me for at least a while longer than two days. If it is a problem with your production then I hope it can be fixed but I would also like compensation. I do like Smith and Wesson and I buy their products often and I hope that I am relative this issue peacefully. Thank you for your time.Desired SettlementI would like some more throwing knives. I do enjoy using the Smith and Wesson brand and I hope to get more knives. Thank you.Business Response Our knives are through a licensee and they hold the warranty on the knife. Their name is [redacted] and you may reach them direct at XXX-XXX-XXXX. They have a Customer Service Department who handles any issues with the knives.Thank you

On [redacted] mailed a [redacted] U.S. postal money order to S&W for a firearm history request, Letter of Authenticity. U.S. MO was cashed by S&W [redacted] I mailed a U.S. postal money order in the sum of [redacted] to Smith & Wesson P.O. Box 2208 Springfield, Ma. XXXXX. The money order was deposited into S&W account in [redacted] 2015 I have a copy of that money order showing a S&W endorsement. The money order was for a firearm history request form (aka) "Letter of Authenticity". On Smith & Wesson web-site they offer this Letter Of Authenticity history, I filled out this form and submitted photos as required. I took pictures of every item sent to S&W via mail, request form U.S. money order and envelope with S&W address. In [redacted] 2015, I contacted S&W customer service via phone @(X-XXX-XXX-XXXX) inquiring on the firearm history status. I was told by the customer service employee, well... it takes time in about two weeks you should hear from us. Okay...I waited until [redacted] Contacted S&W customer service via phone, a female employee told me we don't handle firearm history request that's taken care of by [redacted] let me get him for you just a moment, sorry he's not here I'll have him return your call okay, left my phone #. [redacted] never did return my call. [redacted] 2015, I contacted S&W customer service, I asked to speak to [redacted] the young man said, can I help you...before I could explain my problem the young man said, let me transfer you to Mr. [redacted] I'm on the phone with [redacted] I asked can you give a time frame when I'll receive this letter of authenticity it's going into five months. [redacted] well....I really don't know, you know, I'm the only person that does this kind of work and if they send me out to do a speech are smothing no telling when I'll have time. If your check was cashed don't worry I got it I get hundreds of letters, right now I'm working on [redacted] work, I'll get to your's later what date did you mail your request letter on? [redacted] I asked [redacted] could I call him in a few weeks to find out if you are working on my letter, he responded, well...it won't do you any good for you to call me you will only be putting a damper on my work. How's that I asked, well...I will have to stop typing my letters and besides I don't always read every letter I get but don't worry I'll get to yours you can call my secretary in a few weeks and check to see if we're working on your letter of authenticity.Desired SettlementWhat I need is the "Letter of Authenticity" since the name on the pistal is a Smith & Wesson dated well over hundred years old. S&W can only provide that letter. S&W may be understaffed is understandable however the fact that the money order was deposited into a Smith & Wesson account and no results for nearly five months. If Smith & Wesson can not provide the history letter of authenticity on the pistal by [redacted] they can refund the [redacted] and all the photos that was submitted back to me.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXXX-XXXContact Email: [redacted]We apologize for the delay in sending the letter of authenticity. Due to the research involved and the volume of letters received the turnaround time is lengthy. Our historian performs all the research and creates the letter.We would be more than happy to refund the customer the [redacted] fee if the waiting period is too long. We have been in contact with our historian and the customers letter is approximately a month from process date. The letters are processed in the order they are received.

Complaint[redacted] accepted my order and S&W has made several charges to my card however refuses to ship the product I paid forOn [redacted] 2014, I placed an order with [redacted]. S&W has made several charges to my account, however they refuse to ship the complete order. I have received a partial shipment of my order but not all that was charged. After almost a year, I am still being ignored and have not received my complete order. I have tried to work with customer service for over a year but all they are concerned about is to seek further payment and refuse to ship the product already paid for. I have heard several excuses such as: your order was lost in the system, all these items are on back order, there is a problem with your card, and we dont charge the account until the product is shipped. I can show proof of payment against what I have receivedDesired SettlementI am seeking the shipment of my order, a written apology, and compensation for damages caused by the refusal of this company to ship my order in a timly fashion.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]We have sent emails o Mr [redacted] concerning his order with no response. The order cannot ship due to a credit card issue. Please see the attached emails below that were sent to Mr. [redacted] last October. It reads from the bottom up.Mr. [redacted],We do not charge a credit card until the item ships. The barrel has not shipped yetbecause we cannot process the order with the credit card on file. The only items charged toyour credit card would be the items that have already shipped.[redacted]From: [redacted] Sent:[redacted] XXXX XX:XX PMTo: [redacted], [redacted]Cc: [redacted]Subject: RE: Order statusYou are refusing to ship my order? We [redacted] see how a court feels about you charging my card and then refusing to ship the product paid forSent on the new [redacted] from my [redacted] Original message From: "[redacted], [redacted]" [redacted] ([redacted] To: [redacted] Cc: [redacted] Subject: Order status Mr. [redacted],We now have the barrel in stock on your order and tried to releaseThe barrel but we are showing an error for the credit card you had supplied. If you could please give [redacted] a call with a different credit card,we [redacted] be more than happy to ship the barrel to you.Unfortunately, without a different credit card the system [redacted] not allowthe order to ship.We apologize for the inconvenience and [redacted] await your reply.Thank you,[redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Again [redacted] arms and S&W conceed the refusal to ship my order, however; they fail to explain the charges to my card.For close to a year I have in good faith sought to reconcile this problem, but have only been given excuses. I have given [redacted] and S&W many opportunities to address this situation, but only get the same "run around".I am not satisified with the evasive answer given by S&W. As I have give them every opportunity to settle this matter with no results and have even sought relief in this forum to no result, I will now be inviting the news media to report on this matter as I seek recourse in the CRIMINAL and Civil judicial system.Final Business Response As previously stated in our response, the order cannot be shipped due to the credit card supplied by the customer. We will need a new credit card before we can ship the remaining portion of the order. The customer has only been charged for what items have shipped. We do not process any payments under a customers credit card unless the items ship.Smith & Wesson would be more than happy to process the remaining part of the order if a valid credit card number and expiration date is supplied.

They offered a rebate for anyone buying the Thompson center venture \I bought 2 of them mailed in all the necessary paperwork which they received 9/5/2014 I still have not received my rebate and on Friday dec 5 it will have been 13 weeks the promotion says 8-10 weeksProduct_Or_Service: 2 riflesDesired Settlement I expect to receive the rebates plus be compensated some how for the trouble I have called 5 times and people that answer the phone have been rude and will not give me anyanswersBusiness Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@smith-wesson.comWe have contacted our outside vendor who processes the rebates and they have informed us the check will be mailed out today 12/11/14.They apologized for this delay.

This complaint is in reference to a defective item that Smith and Wesson provided and failed to honor a guarantee and/or warrantyIn February of 2014, I purchased a Smith and Wesson M&P 22 pistol in Fort Worth, Texas. I chose this particular pistol due to it's full size grip, thumb safety and threaded barrel. After arriving home, I function checked the pistol and then attempted to remove the thread protector so I could try and see if my adaptor would fit the barrel. I used the wrench provided by Smith and Wesson in the box for the pistol to try and remove the thread protector. The wrench bent on my first attempt, causing the wrench to slip off of the notch and scratch my thread protector. I contacted Smith and Wesson via their online contact form and requested assistance. I was told that the wrench was on backorder, but it should be shipped in about 6 months (Nice service...). I waited and the wrench never came. In February of 2014, I contacted Smith and Wesson again via their online contact form and explained the situation along with the lack of follow through on their part. I received an email from Smith and Wesson stating that someone would contact me in 1 to 3 business days. No one ever contacted me or tried to resolve the issue. I have a defective item that has been ignored by Smith and Wesson. Their customer service team hasn't even responded to my requests for assistance, which violates their company policy and presents a failure of their warranty program.Desired SettlementI would like the replacement wrench shipped to me ASAP. I would also like to know what Smith and Wesson is willing to do regarding the scratched finish on my thread protector from their defective product. I also would like to know why they are ignoring customers that have spent money on their products. I am a certified armorer/instructor and I plan on telling this story to future students (possible Smith and Wesson customers) if this issue is not resolved. Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]We have received some of the wrenches in stock for this model. We can forward one to Mr. [redacted] along with a new thread protector. We apologize that the representative did not get back to the customer. The wrenches were out of stock at the time, but we have them now in our inventory. We will get them shipped out as soon as possible. Thank youConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I appreciate the quick response to my inquiry from this Smith and Wesson Rep. It is nice to see some accountability and good customer service. I am afraid to check "Yes" to this however as I have not received any type of confirmation that these items have been shipped. Once I receive notification that these items have shipped, I will gladly close this complaint. Thank you for your assistance.Final Business Response We haven't shipped any item yet, because we needed to verify you would like the thread protector shipped out as well and not to return the pistol for our installation.. We will get the parts shipped to you.Thank you

I forwarded a S&W ** SP revolver to S&W requesting it be repaired as needed. S&W informed me it is unrepairable - but they would replace it. S&W ref: LTKXXXXXXXXXXXXX S&W Airweight ** SPL CTG revolver #XXXXX under handle. Forwarded to S&W June 9 using S&W provided label. Requesting repair as needed. (cyl. would no release from frame). July 7 I was informed it was unrepairable, but S&W would replace it for me with a comperable revolver. July 14 received message from [redacted] stating that a replacement was available. I called back immediatly, but no one picked up. Left a message but never receive a response. Called back several times the next 2 weeks with no reply. Never recieved the replacement. Called Tuesday Aug. 12 & told the operator my problem and asked to be conected to some one who could resolve my problem. Was connected to Customer Service ext. [redacted] I left a message describing my issue. One hour later I received a call back and was told the paper work was in order a revolver was available & should ship Monday Aug. 18,2014. Thursday Aug. 21 and no update from S&W so I called ext. [redacted] and left a message asking for the status of the replacement revolver discussed on Aug.12 but have received no reply or update. Checked with local gun store to see if they had receive the firearm, they say no. Still no replacement. Since July 14 I have left 5 messages with no replies. Have sent several emails trying to resolve this which has proven to be a waste of my time. This is over 70 days now.Desired SettlementA replacement S&W Airweight ** SPL revolver.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@smith-wesson.comThe replacement was shipped on 8/26/14 to [redacted] Should have been delivered on 8/28/14

Bought a smith and wesson firearm. It was defective. Sent it back to S&W... It is still defective. S&W won't refund me or exchange the product.I bought a handgun [redacted] for my girlfriend. Upon using the handgun, It was very obviously not functioning properly. It would fail to feed and fail to lock back. I contacted Smith and Wesson, and was instructed to send the pistol back for "repairs." Upon receiving the pistol it was still defective. I am asking that Smith and Wesson either replace the handgun, upgrade me to a different handgun, or give me a full refund.Desired SettlementI want a replacement, upgrade, or refund in the amount of $299.99 + 8.25% Tax.Business Response The [redacted] pistol was returned on 4/20/15 to our Service Department. The pistol was reviewed by the repairman and the necessary repairs were performed. They polished the chamber and breech face. Mr. [redacted] called and informed us he was still experiencing a problem with feeding, ejection and the slide not staying back on the last round. We instructed Mr. [redacted] to return the pistol for our examination along with a note describing his concerns. A prepaid return label has been sent. The Smith & Wesson warranty states we will cover any defects found in the material or workmanship of the handgun for the life of the gun to the original owner. The pistol will be reviewed and repaired under the warranty and returned to Mr. [redacted].Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The whole buying experience has been awful. This gun should have never left your factory. You have lost a customer. I already gave S and W a chance to repair the handgun [redacted] not [redacted]) and they let me down. I will not be surprised if they let me down again. I am asking that smith and wesson either replace the handgun, refund me, or upgrade me. That's what I stated initially. Smith and Wesoon has failed on their warranty.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)If the "necessary repairs" were made, why does the gun still malfunction consistently? Final Business Response Per our warranty the pistol will have to be returned for our examination and repair if necessary. The warranty is listed in our Safety instruction manual.

Product shipped for repair. After repair, finish was changed, damaging value of product.I had purchased a Smith and Wesson M&P9 product # XXXXXX, with the factory TALO NiB Finish on the slide and barrel. in early 2013. In 2014, after only firing factory ammunition through the weapon, I noticed that the weapon had some pitting on the bolt face. After inquiring to Smith & Wesson they requested that I send the product in for evaluation. During that time zero contact was made with me about the status of the repair, or even if one was required. Only after email they said a repair had been made and they were returning the product. Once returned I noticed that the original finish was not intact on the slide, but it was on the barrel. While functionally intact the weapon had changed from what I had originally purchased, and paid a premium for, and vitally the value of the weapon had been destroyed as it was a limited edition product which carried a premium for that and now the weapon has 3 separate finishes on it (the new non nib finish on the slide, the old nib finish on the barrel, and the OEM black polymer finish on the frame) and does not even maintain the value of a standard, non limited edition M&P9. I contacted Smith and Wesson again, and noted what had happened and was told to contact TALO the distributor. TALO was unhelpful stating that Smith and Wesson originally did the finish. Smith and Wesson finally agreed after that communication and agreed to take the weapon back for additional repair, stating they would be in contact for my options for repair. Again, they did no repair bringing the finish back to original specification stating now that they 'no longer do NiB finish" on weapons and returning (only after email) my product, un changed. After repeated subsequent email, they now refuse to respond to my requests for this reasoning. As it sits now my product contains 3 finishes: Std. Polymer frame as OEM, barrel NiB as OEM, and Frame, not OEM NiB, what I assume to be something related to Durakote in a tan color, which is a less resiliant coating than the OEM Nickel Boron (NiB). The product now does maintain the value that it originally had as a limited edition firearm, nor does it even maintain value of a standard M&P9 as it has 3 mismatched components making the repair appear amature at best.Desired SettlementI'd originally purchased the product as I appreciated the additional work to achieve the finish on the product. I would like the product to be returned to the condition in which I purchased it, as it came from the factory. If this is unavailable, then compensation for having the weapon re-finished to return it to its original condition. If these requests are unable to be fulfilled than I request consideration for a product to replace my current product.Business Response This pistol was a special for Talo and the finish is through Baron Technolgies. Please contact [redacted] directly at XXX-XXX-XXXX in Trumbull CT. They hold the warranty on the finish of this model pistol.We have repaired any concerns in the pistol other than this part per the Smith & Wesson warranty.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The Smith & Wesson Limited Warranty states: "This warranty is effective from the date of purchase and applies to the original owner of the firearm. With respect to such firearm, this warranty *supersedes* any and all other warranties. Smith & Wesson firearms are warranted to be free from such defects in material and workmanship."I had purchased a Smith and Wesson M&P9 product # XXXXXX, with the factory TALO NiB Finish on the slide and barrel. There was pitting on the bolt face and I returned the gun to Smith & Wesson as instructed by them. They returned to me a gun with an inferior quality slide finish in violation of the warranty stated above. They have two options: 1) Send me a new Smith and Wesson M&P9 product # XXXXXX, with the factory TALO NiB Finish on the slide and barrel. Or2) Refund my purchase price in full $Final Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXThe finish on the slide was a standard finish when we sold the pistol to our distributor Talo. Talo had a outside vendor apply an aftermarket finish to the slide. [redacted] holds the warranty on the slide due to the finish, not Smith & Wesson. They are happy to take care of any issues on the finish on the slide.

Smith and Wesson refuses to replace defective product, or even to return the defective product to me.8 months ago I bought a rifle barrel manufactured by them. It was defective. The Smith and Wesson 'customer service' Reference number: [redacted]XXXXXXXXXXXX for this complaintFor two months they denied that the barrel was theirs. Said the serial number and SKU was not in their computer, [redacted]I sent to the distributor I purchased it from who quickly contacted S&W on my behalf, and they finally relented and sent me an RMA.After a month, they returned my barrel. Their "Technician" had merely slid a little flat spring shim under the extractor.... The shim fell out as soon as I touched the extractor, before it was even installed on the receiver.After trying to deal directly with Smith & Wesson for another RMA, and a replacement barrel, and being ignored for another month, I once again had to contact the distributor for help. They secured for me another RMA, and a promise from S&W to ship out a properly functioning, new replacement barrel immediately upon receipt of the old one.That was a four months weeks ago, and once again, they have ignored all of my emails to four different people in the S&W Customer Service hierarchy;, except one, finally replied athree months agoto tell me that if I want to know anything I have to telephone their customer service; They are unable to answer that sort of question via email.[redacted]Finally, I once again turned to their distributor who contacted his counterpart at Smith & Wesson to try to help.Smith and Wesson informed him that they would not be taking any action on my barrel, replacement or even return of the defective one.[redacted]Desired SettlementI want the immediate replacement of the defective barrel as they promised me 4 months ago, [redacted]Business Response The barrel has been received and it is beyond repair. An order was placed and should ship in the next week or so. We apologize for the delay in sending the replacement barrel to you.Thank youConsumer Response Smith & Wesson: Incompetence, Lies and Theft.This is a continuation of Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXX-XXXXXX-X-XXXX)Two months after Smith & Wesson promised to FINALLY replace the defective barrel in response to my Revdex.com complaint, they still have not done as they promised.I didn't think they would do as promised, since they have been giving me the run-around for nearly a year now, which is why I asked the Revdex.com to keep the case open. But since it seems to have disappeared from your pages, I am submitting a new one.I want my replacement barrel, first promised 6 months ago sent to me immediately.If this is impossible, then they must return the defective one, that they have held for over five months, immediately and I will fix it myself.Business Response We apologize for this delay in shipping the barrel. The barrels were overconfirmed so there was not one available, but we now have the barrel to ship. The barrel should ship in the next 3-5 business days. Again, we do apologize for this inconvenience.