BAINBRIDGE, GEORGIA -- Taurus USA Customer Care is P A T H E T I C. Don't call them for anything. While some of their handguns get excellent reviews, think twice before buying because if you do, you will not have any support from Taurus. Aug 5, I ordered a sight screw. They took my cc info and would charge the card when they sent the screw. Never arrived. Meantime, tired of waiting, I found the part on eBay (another bad story).
Now, trying to contact them to cancel the order, I get: The call center message is, “We're busy. Call back at a later time.” Today: “We're experiencing ‘technical difficulties', call back later.” Nowhere on their web page does it allow you to cancel an order. Just an order status page. While they finally replaced a defective handgun as part of a previous class action settlement, every time I called I was literally hours on hold. They seem unwilling or unable to admit their Customer Care is understaffed and overwhelmed.
BAINBRIDGE, GEORGIA -- I had purchased a used Taurus PT145 from a local gun shop sometime in 2017. I have never had any issues with it over the 3 years I owed it. I happened to stumble across a article about a lawsuit which included this firearm. I did contact Taurus regarding the pt145 I had and asked if they could look up my serial number and check if it has ever been sent in for repair since I did buy used. They stated it was under recall and is being replaced by the Taurus G2C at no cost besides shipping. I am writing this review in hope it can one day help someone with the same issue.
Things to note. I did give up a .45 cal for a 9mm. All my contact with Taurus was done through the Taurus online chat which I could send to my email for later reference. I did purchase shipping and insurance through Taurus for 50 dollars. "You can ship the firearm through means of your own," they stated. I contacted Taurus a week after I sent the firearm to confirm delivery even though my tracking showed it was there in 2 days. I confirmed the firearm for replacement at that time which was then sent to order fulfillment. I did get the whole 6-8 weeks or longer if the replacement firearm was on back order. I received the replacement Taurus G2C a total of 18 days after my first conversation with them.
BAINBRIDGE, GEORGIA -- Sent defective pistol 15 Oct 2019. Got letter it would take 12 weeks. Then nothing. Called customer service in Feb 2020, very polite but not very helpful. Lots of promises and no action. Called again after 6 wks. The tracking number provided was wrong and no shipment. Was suppose to get me correct tracking number. Again after a week of nothing called again to customer service. Again polite person but lots of I will turn over to shipping, no supervisor for you to talk to, it will take several days, etc etc etc. Wondering what their business plan reads for keeping loyal customers.
Ordered parts over the phone and paid by credit card. 75 days later still no parts. Called Taurus customer service dozens of times before finally getting through to a customer service agent (Kelvin). Kelvin confirmed that my order had been placed, that the parts are in stock (as I was assured when I placed the order), and that he "could not give me any turn-around time on when they would ship".
I asked to speak to a supervisor and he said he could have someone call me back in 1 to 2 business days. I take this to mean, "let me end this call unresolved, and you can go pound sand". I will continue to try to get the parts that I have paid for from Taurus and after this fiasco in concluded I will begin selling off my numerous Taurus firearms and replacing them with products from a company with better (or at least some semblance of) customer service.
CAPE CORAL, FLORIDA -- Bought a new Taurus G2c pistol 9 mm. It wouldn't fire. It was sent back to their service dept. I was told repair would take 12 weeks. I called a week after they received the pistol and was told they couldn't find it. The next day I received an email they found it gave me a different service number.
Yesterday I spoke with another person and was told by them that Taurus has had their pistol since May of 2019. I am wondering if I was told 12 weeks how many people are waiting for their pistols to be fixed and returned? It would seem like there is a problem somewhere within Taurus and I am wondering if I will ever see my pistol again. Am I the only one having this problem??
MIAMI, FLORIDA -- Purchased a TX11 in September of 2019 and on first use noticed "keyholing" and accuracy problems. When I tried to clean the gun, neither a .22 cal brush or mop would go through the barrel and upon further inspection determined that the chamber is out of alignment with the barrel even though it is a one piece unit. I contacted Taurus Technical Service and they confirmed that I would need a new barrel.
At that point (early October) they offered to send a new barrel and two extra magazines for the inconvenience, BUT the barrel would need to be back ordered. I contacted Taurus Customer Service on November 19 to follow up and was told the barrel was still back ordered and they could not tell me how long before it was available. Meanwhile Taurus continues to ship and sell the TX11 even though the barrels are "back ordered". Very poor customer service considering they are selling defective handguns.
MIAMI, FLORIDA -- Taurus contacted me about a recall on my pistol. Sent it in. Was told they couldn't fix and would need to replace it. After dealing with them for almost 6 months I still haven' received the replacement. One excuse after another. We are moving buildings, on backorder, etc.. Should have checked with BBB before buying. They have an F rating. I now know why!
RICHMOND, VIRGINIA -- I am writing this to help/assist any additional potential buyers of Taurus products. Firstly, I own a PT111 and have fired a little over 300 rounds through with maybe only a couple failures. This brings me to my 2nd purchase, a Taurus model 66 revolver, which after reading a multitude of reviews, I thought was going to be a solid 4 inch revolver.
Upon receiving the firearm I really loved the design, weight and action dry. The issue popped up when attempting to break the gun in at the range. I was able to fire about 35, maybe 40 rounds before the cylinder locked up and I had issues getting the cylinder to release. The range office attempted to help and then forwarded me to the onsite gunsmith. The gunsmith refused to work on the handgun and stated to contact Taurus warranty. I tried approximately 4 times to call in and was on hold for 45 minutes +. Never did I get an answer.
Next, I took it to a local gunsmith to try to resolve the issue. He looked at it and was not able to fully repair the issue. Stating that it was either a spring or the cylinder itself that was faulty. Once again stating to send it to Taurus to repair. This now leads me to here and now, 6+ months later... I have a faulty/perhaps dangerous to use revolver that I have been unsuccessful in getting any communication with by Taurus.
I spent over $400 on basically a steel piece of bad design/manufacturing that I cannot get repaired. This is a shame considering that when I fired those 30 rounds, I loved the feel of the gun. I guess I have to take this as a loss until I hopefully come across another class action lawsuit to this company for manufacturing faulty products to consumers. Best of luck to anyone else who has had the same issue(s) with Taurus customer service. Buyer beware of these products. Apparently there are a lot... I restate... A LOT of duds with Taurus firearms nowadays.
FLORIDA -- In October 2016 I called Customer Service and reported a problem with the slide on my Millennium Pro PT 145 .45 pistol. They sent me a label so I could send the pistol to them for repair. I then found out that my pistol was listed on a recall and a class action suit had been filed. I called Taurus a few days later and ask about my pistol, I was told that they had received it and it was sent to the repair services. I ask how long could I expect to have to wait before I would receive it back? I was told it could take up to 6 weeks.
After 6 weeks had gone by with no word from Taurus I checked online at the Taurus repair status for firearms and typed in the requested information with no results, the site could not identify my firearm serial number or even my zip code. I called Taurus customer service again and was told that my pistol was still in the repair status and they didn't know how much longer it might take, they may be replacing it with the Taurus G2 9mm. They also said that they would report the status of the online repair status site and should get it back up.
It has now been over 4 months and I have not heard anything from them. I tried to call the Customer Service yesterday 1-11-18 and was put on hold for 45 minutes then a automatic message came on the phone telling me to call back later or on a different day. Bottom line I will not ever buy another Taurus firearm and I will recommend to all my friends to do the same. This is the worst Customer Service I have ever in my 68 years had to deal with.