MIAMI, FLORIDA -- Originally, I bought a PT111 in all black. I loved it so much that I ordered the PT111 in FDE. My first outing with the FDE was a disaster. The clip released when shooting and the slide would release automatically. I called customer service and the initial help was fantastic and we got everything mailed immediately. However, it has been 8 weeks since my firearm has been received and the online repair status states received awaiting repair. I have called several times as I was informed it would take 4-6 weeks only.
I was unsuccessful in speaking to a representative even with wait times between 15-30 minutes. I was finally successful in speaking to a live individual and just informed that the firearm is repaired and is awaiting test fire. She was unable to tell me how much longer I would have to wait for my pistol to arrive.
Update to a week later and I still have not received my firearm and the representative was not helpful and did not provide additional knowledge. When asked to speak to a manager he would not direct my call. The customer service has been a non-existent and while I appreciate making sure the firearm is complete, the fact that I was unable to even put 200 rounds through it without some failure has been disappointing to say the least.
The customer service since initial mail in has been a disaster and I'm not sure I will make any future purchases from the company. As I read through Taurus's website; customer satisfaction seems to be a top priority but this is not so. I have been given the runaround and provided no additional information. 8 weeks without a brand new pistol and then provided no information and nobody willing to go a little further to find out additional information is a sad representation of your company's customer satisfaction guarantee.
MIAMI, FLORIDA -- Taurus has had my PT99 since Feb 2017. After several online chats and live calls I received each time the same scripted answer verbatim: Parts are on order we don't know when we will get them. Parts come in but we never know what we will be receiving.
An email to the president of the company has gone unanswered now for over 2 weeks and a follow-up to the Customer Satisfaction manager listed on the website has also gone unanswered. The "lifetime warranty" is nothing more than a come on to give you a false sense of security that they have your back. No wonder this company has a D rating with the BBB in Miami.
I contacted Taurus in Sept 2016 requesting a replacement transfer bar for a Model 990 revolver. I was told this was a restricted part (it is a drop-in part, no fitting required) and I would have to return the firearm for warranty service. I returned my revolver, SN ** and was initially told it could not be repaired and they would ship a replacement. Then on Oct 3 I was told that the 990 was out of production and I would have to select a comparably priced replacement firearm from their catalog.
I selected a model 66B4 357 mag and was told that it would be shipped in 2-3 weeks if it was available. On Oct 14 I was told it was not in stock but that I should receive it by the end of the year. I have contacted Taurus on 10/26, 11/10, and 12/27 and they refuse to provide an estimated ship date for my replacement. In the meantime I have read multiple complaints from customers waiting more than 1 year for replacements. It seems honoring their warranty and commitments to existing customers is a low priority at Taurus International.
Bought a Taurus rifle, it broke, I sent it in for repair. They said it couldn't be repaired, but would send a replacement of equal value. Asked for one of their more popular models, have been backordered for almost a year now. The lack of service is unbelievable. I have called every few weeks to check on the status and they simply state that they have no information on what's going on in Brazil. Don't ever buy from this company, it's trash.
MIAMI, FLORIDA -- I'll be brief. Sent a firearm in for repair in August of 2015. It was logged in to Taurus' repair in September 2015. In Dec 2015, they said they couldn't repair it and would replace it - but comp firearm was backordered. Wait... I called in Jan 2016. Still backordered - Feb 2016 - still back ordered.
March 2016 - one exactly like mine was backordered, but I was offered the same firearm in a different finish that was in stock. I said, "Fine, I'll take it." They told me it would ship out in 2-3 weeks. Wait... April 2016 - I called and nobody knew anything about anything. I escalated the call, which did absolutely nothing for me. The "supervisor" read from the same script. Said she'd call me in a month with an update.
May 2016 - Got the call. The update totally "undid" everything I was told in March. There was no replacement firearm. They weren't even going to replace mine. They got a bucket of "parts" in April and they were going to re-evaluate all the repair firearms to see if they could now fix them. How long will this re-evaluation take place? 6-8 MONTHS. STAY AWAY FROM TAURUS!!! You might as well give them the $300 and let them kick you in the **. At least it would be over sooner.
Had lots of choices... bought a Taurus because of previous ownership and the fact they were offering a rebate... HA, what a joke. It took over 3 months to get a $25 rebate. When it finally arrived, not a check but a Visa DEBIT card. Then it had to be activated. That was another joke. Called the 800 number on the card, had to sit on hold for over 5 minutes, only to speak to a person acting as though I needed to get approval for a loan.
They wanted all my personal information, would only speak to the person that the card was issued to and told me I must check my available balance EVERY TIME prior to using the card. It seems to me that a reputable company should be very ashamed of offering a rebate then putting their valued customers through such a ridiculous process to get a rebate the company offered. This rebate was designed to discourage using it. I will NEVER buy a Taurus again. They are obviously no longer the company I was used to dealing with.
MIAMI, FLORIDA -- I have a long history dealing wit Taurus Customer Service, and up until last year, it was a great one. I purchased a new PT 70p9 Slim, and it came with one mag. I took it to the range and I was more than pleasantly surprised... GREAT TRIGGER. I asked my LGS to get me three or four mags for it, and he laughed. He told me they were unicorns, meaning no one has actually seen them. I then drove to 4 other LGS's, same thing. I then spent hours, days, weeks, months and now a year online... A YEAR. I have been on no less then 30 backordered wait lists, no luck at all. I have called Taurus, sent letters, and even blogged. No luck no mags.
I then got on their Facebook page and a Customer Service weirdo kept messaging me asking where I lived, the serial number, my address, phone number, where I bought the gun, how much I paid, over and over. Still no magazine, no suggestion where or how to get one, etc... BEEN OVER A YEAR... I am still trying... WEEKLY... This gun is worthless without mags... and it was purchased as a CCW...
I can't even give it away as everyone knows there are NO mags available for it, and it looks like there NEVER WILL BE. I own more than 15 of their guns, mainly revolvers. [going to] go back to Smith once I sell them all... What kind of company does business like this... slight delays understandable...this is insane...
MIAMI, FLORIDA -- I sent a rifle in for repair. I used the on-line form for faster service (was told later by a representative that the form was not used by Taurus.. so why do they have it on their website?). First problem, I got several different dates by different reps on when my rifle was received by Taurus. There was an issue with the physical address of the dealer who shipped it and the only way I found out was by calling Taurus.. no one contacted me or the dealer. And Taurus is not a toll-free call and can have long wait times for a representative to answer. After weeks, I got that issue resolved by faxing a second FFL license to them (don't know what they did with the first one).
Then call after call until finally I was told the gun should have been repaired by now. Then I was told it was listed as non-repairable and an "expediter" was to call me.. no phone call. I called back numerous times and was told they would "e-mail" the "expediter" to call me.. no phone call.. then I finally got through to the expediter on my dime again. I was told the gun was not repairable. Since this was the first time I shot it, was obviously a manufacturing defect. I was asked if I wanted a pistol or revolver to replace it since this model rifle was no longer made.. and Taurus USA only has pistols and revolvers.
I chose a pistol and. 38 caliber. I was then told to look at the model 85's on their website and chose one I liked.. and that there were pearl grips, wood grips, etc. I chose one and called back.. left a voice message to the expediter on his extension. Days went by and I called back to make sure he got my choice. He said he didn't get to read his e-mail yet, even though I told him it was a voice message.. and this was 3 or 4 days later! Then I was told the model I wanted wasn't available. He did have the same type, but w/o the pearl grips. I had a list of several models I liked and asked about those.. he said the only one he had available was the one he told me.
So why did he have me go and chose from all the ones on the website? He could have given me the model #'s of the ones I could chose from instead! OK.. now it's a done deal.. they will replace my rifle with this pistol.
But now it is weeks later and I still have not received a pistol! I called and was told they didn't know when one would ship out. In the meantime, I find out from my local gunshop owner that he had sent a pistol back to Taurus for repair and forgot about it until the owner asked him. When he called Taurus, he was informed the pistol was not repairable and was destroyed.. but no one from Taurus bothered contacting him or the owner!
And a replacement will be sent sometime, but right now they are busy supplying their distributors! This tells me I may have to wait a long time for my replacement. I've searched the website and can't find a name of a company president to write my complaint to! I'm going to be doing some web searching now to see if I can find someone who has control over this company. The gunshop owner told me he could only get the "expediter" (same one I have) but was told this expediter had a boss, but was not available to talk to him!
MIAMI, FLORIDA -- Here's my complete ordering experience with Taurus: After ordering it from Taurus, I picked up my new model 941 Ultra Lite snub nose .22 magnum and brought it home and gave it a good oiling. I was proud of my new gun until I noticed that the front site doesn't line up with the rear site. The rear site being at 12:00 and the front site being at 11:57. This only says one thing. THE BARREL ISN'T SCREWED ALL THE WAY ON OR IT WAS TURNED TOO FAR! Also, the slide that releases the cylinder doesn't always work. At times it slides forward and allows me to open the gun and at times it won't slide forward no matter how hard I push on it.
I have to bring the hammer back a few times before it will allow me to open it again. I have read a ton of threads about Taurus' customer service and how they really suck, but I'll say this, when I called Taurus, I was only on hold for around 30 seconds. Then, a man answered and I explained the problems I was having with my gun. He was very polite and informed me that Taurus would have FedEx pick my gun up within 24 hours and they would either fix the problem or replace the gun. I was shocked! I expected them to act as if they didn't care at all, but to my amazement, they actually cared a lot about the problems I had encountered with my new Taurus.
I was polite to them and they were very courteous in return. They said my gun will be returned to me within 2 - 3 weeks. (I should have noticed these problems with the gun at the gun shop, but I was kind of in a hurry. I gave it a quick look, but I didn't look at it as well as I should have.) OK, so I went to the gun store to pick up my new replacement 941 Ultra Lite. It only took them one week to get a new gun sent to me. This time, everything on the gun was tight. Aside from the few scratches in the finish, it was OK. The problem I had with it this time is that THEY SENT ME A GUN WITH THE WRONG FINISH!!! It's supposed to be matte stainless.
Instead, it looks gray. The trigger, hammer and cylinder release button are all matte stainless, but the frame, cylinder and barrel are all gray, almost a green color. It was very ugly! I called Taurus and they told me that some matte stainless finishes are darker than others. That's bull! I've seen thousands of guns with the matte stainless finish and none of them looked like this. Also, I told the guy on the phone (the expediter for Taurus) that if he owned a car dealership and I walked in and ordered a new white-colored car from him that was already there on the showroom floor and told him to have it ready for me the following day.
And I came to pick it up the following day and the paint had been changed to green and there were scratches on it, should I just accept it 'as is' and forget about it? NO! I want what I ordered! So now, they are telling me that the gun is going in front of a 'review board'. The last gun that had the 'off' front site went in front of their so-called 'review board' as well. They replaced it with this gun that has the wrong finish AND scratches. He also told me that when gun parts are delivered to them from Brazil, they often have scratches on them. I asked him why they don't fix the scratches before sending guns out to customers.
He replied with, "I agree with you on that one." Taurus International is a JOKE! Now, I'll probably be sitting here waiting for another month to see what kind of surprise they send me next. The only company I will buy from in the future is Ruger. They make the sturdiest revolvers on Earth. They may be expensive, but most of the time, you get what you pay for. I just got off of the telephone with Taurus FOR THE 50TH TIME! They informed me that they will be replacing my 941 Ultra Lite .22 magnum once again with a new one. Keep in mind, I HAD TO SEND IT BACK TO THEM TWICE ALREADY!
The first time I returned it, they sent me a letter which read, 'We are returning your revolver to you. A part has been replaced and the gun has been test fired. All is in working condition.' Upon receiving the firearm, the first thing I noticed right out of the box was, they had fixed the tiny scratches in the finish that were on the frame, but while they were supposedly fixing what else was wrong with it, they added around ten scratches to the cylinder! Then I checked the barrel and the front sight was STILL NOT LINED UP WITH THE REAR SIGHT! The barrel still wasn't screwed on all the way or it was screwed on too far again!
Either way, this gun was definitely a LEMON! I called them and told them about it and I sent it back to them the very next day. Again! After three days, I kept calling them and they would continue to tell me the same thing - "Your firearm is going in front of our 'Review Board' to see if it can be fixed or needs to be replaced." Why the heck would they tell me it was fixed the first time they returned it to me when clearly it wasn't?!?! On the repair slip, it stated that a part had been replaced, but they didn't even list which part!
They also kept telling me that there was only one manager in the factory and it takes three managers to have a complete meeting of their so-called Review Board. A week later, I talked to them again and they said the gun had gone in front of their Review Board and that it was going to be replaced with a new one. The very next time I spoke with them they told me that the new gun was pulled and was all ready to be shipped, but they cannot ship it at this time due to the fact that their inventory is in the process of being checked. I had to wait months before it was even sent to me.
(Keep in mind, it's been since June 17, 2011 that I first picked-up the first gun from my local gun store.It's now February 2012.) Before all this took place, I was also planning on purchasing a Raging Bull .454 Casull from Taurus, but now, I have my 'sights set' (pun intended) on a new Ruger Super Redhawk Alaskan .454 Casull. Needless to say, I will never buy another Taurus! If they would have fixed the problem the first time I returned the gun, I may have thought about it, but not now.
It seems like, from what I've gone through and read about Taurus, is that they put all their time into their larger bore guns (.357 and up) and they really don't care much about their smaller bore (cheaper) guns. What they need to do is start caring about their customers, no matter what size or the cost of the firearm they are purchasing from them! I called and spoke with Taurus' expediter over the telephone and I told him I was done with Taurus and that I wanted my money back. He said they would gladly return my money, but he wanted to know if there was any way at all he could make me happy with a Taurus.
I was only joking, but I said, "Yeah. How about sending me a .454 Raging Bull?" He said he couldn't do that because it was much more expensive. Sarcastically I said, "Well, how about a .357? After all this, I think I deserve one." To my surprise, he said he would send me a brand new .357 model of my choice. I ended up asking for the 605 model matte stainless model with a 2" barrel. Did everything go smoothly? NO! When I received this gun, I noticed that the crane was slightly bent and didn't line up perfectly. I called them again and explained the problem. I had to send that gun back to them as well!
FINALLY, they sent me a new .357 that had no problems. A few tiny scratches here and there, but I wasn't about to send this one back to them. FINALLY, almost everything is right with a Taurus gun! When I put the gun in full-lock-up mode to check for any play in the cylinder, there is absolutely none from front to back, but there is a little bit when I tested it for circular movement of the cylinder. If I want that fixed, I'll go to a gunSmith. It's now 2014 and I have read that Taurus has recently overhauled their staff and they now have a new CEO so maybe things are better with them, but I will not be dealing with them again.
I'm just happy to have the .357. I still want a snub nose .22 magnum so I guess I'll opt for the S&W 351PD. Ruger doesn't make .22 magnum in a snub nose model. The only bright side to this entire ordeal is, when I was going through all this, a guy from Taurus called my local gun store and had them fax a copy of their FFL directly to him so I wouldn't have to put yet out another $30.00 for their paperwork.
(Taurus did not yet have my local gun store in their records, so I definitely would have had to fork-out another $30.00 for this transaction that takes less than ten seconds to complete.) Until you hear from other people that have RECENTLY dealt with Taurus, take my advise and STAY AS FAR AWAY FROM THEM AS YOU CAN!
FLORIDA -- The Taurus Rebate Program is not worth the paper it is written on. I sent in for a rebate 3 months ago and have yet to receive the $50.00 rebate promised. I have called the Rebate number and got no information on when or if the rebate will be paid as stated when I bought the PT111. I called Taurus International and was told they do not handle the rebates and there was nothing they could do for me. Taurus sucks and I will never buy another Taurus product again.