Hatsan USA
reviews and complaints

Business Response This consumer first contacted us on May 6 via phone. Our voicemail message asks that consumers go to our website to fill out the Customer Service Form for best service results. On May 7, the consumer contacted the factory directly with their request. The factory then forwarded this request to us. We have contacted the consumer via email as of May 11. Please note that HatsanUSA is NOT open during the weekend and will not respond to messages outside of business hours. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted them within normal business hours several times, automated message each time. Was never able to speak with a real person! I filled out their online "form", still no response! I have returned the product to Dick"s sporting goods and received a full refund. Case over thanks.

Business Response This consumer FIRST contacted us about the issue they were having on October 29. It is not possible for the consumer to have contacted us on the 28th about the issue they were having since their order was not delivered until October 29 at 2:24PM according to the tracking information (398271452004 via FedEx). We responded multiple times to the consumer's request on Friday, October 30. The consumer indicated that they were going to do some testing of the product on their own and did not provide us with any useful information until well after 5PM on Friday October 30. HatsanUSA is only open Monday-Friday from 8AM to 5PM Central Time. All correspondence we receive outside this period is responded to during business hours in the order in which we receive them. During the weekend, the consumer took it upon themselves to disassemble their product well past any point we would recommend and may have damaged the product while doing so. We informed the customer that their warranty was voided due to their own misuse of the product. Despite the warranty being voided by the consumer, we offered to send them a replacement part in good faith. The replacement part was sent out on November 3 (USPS tracking 9405536895232265799810). In summary, the warranty for this product was voided by the consumer's misuse. HatsanUSA has provided near constant contact with the consumer to help resolve the issue, going so far as to send replacement parts free of charge despite the warranty being void.

Business Response This customer placed an order on our website on January 8. We have not been able to successfully ship the order because the customer provided us with an invalid shipping address. We have requested a valid shipping address from the customer, but that still has not been provided to us. Therefore, the customer's order has not yet shipped. Due to the lack of information from the customer and this BBB complaint, we will be refunding the customer's order entirely. We will not be shipping the ordered items. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) At this point I would love nothing more than a full refund worst customer service experience I've ever experienced.

Business Response This customer first contact the company on May 4 for with their request for the service part in question. On May 5, we sent the customer a response stating that we would have an invoice sent to them by email. The invoice was then sent on May 5 to the email address given by the customer. This invoice was not paid until June 1. On June 11, we were finally able to process the order, and it was shipped via FedEx on June 12 (tracking number XXXXXXXXXXXX). FedEx had some delays during transit, but the package was delivered on June 18. As the package has been successfully delivered, FedEx will not issue a refund for the shipping costs of this package. HatsanUSA also does not offer a guaranteed ship time. The country is in the midst of a pandemic and political strife, causing delays of all types of services. Longer ship times for products ordered online should be expected. We will not be refunding the shipping costs or order costs for this package due to the above information. All of the above information has also been relayed to the customer via email correspondence. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) First contacted the company on May 4th? I have emails stating the poor customer service since April 9th; missing parts in kits, failed requested invoices, etc. 11 days to process an order when you deduct the money from the account as soon as the order is placed is unacceptable. If you dont offer a guarantee on the order processing then the charge should not be placed until the item is shipped. There is NO reason, regardless of pandemic or other circumstances, to charge for the item and it be 2 weeks to process the order when you already have the item paid for.

Business Response This consumer first contacted HatsanUSA on October 28 about the issues they were having with their shotgun. The consumer stated that some parts were either damaged or not working properly. We have been in near constant contact with this consumer since October 29. After receiving pictures of the parts being described, we offered to send replacements for some of those requested parts. One of the parts requested by the consumer shows signs of normal wear. The part is still perfectly usable and functions correctly, but the consumer demands that the part be replaced anyway due to these wear marks. Cosmetic issues from normal wear-and-tear are not covered under warranty, and the wear marks for this part are not visible anyway unless the firearm is disassembled/stripped. After being told that we would not be replacing this part, the consumer demanded that we offer him a full refund of the shotgun. HatsanUSA (just like almost all firearms manufacturers in the United States) DOES NOT OFFER REFUNDS FOR FIREARMS. After continuing to demand a full refund for several days, the consumer indicated that they were also having issues with their firearm's safety. HatsanUSA quickly provided the consumer with an RMA number, instructions, and a pre-paid return shipping label to have the product sent to our facility to be assessed for warranty repair. HatsanUSA has already provided the consumer with the means to have the firearm sent in for warranty service, but the consumer is ignoring any help that we offer. This consumer has wrongfully demanded a full refund for their purchase since very early on in this process. We will not be issuing any refund for this item. The full email string regarding this consumer's requests have been attached to our response. Consumer Response Firearm manufacturers do issue refunds as have had from previous companies, Hatsan sold this firearm as a new item, which it appears to be a second from the factory, as they themselves have just demonstrated by relaying the fact within. They do admit to damaged parts from the factory, parts falling out, one does not purchase a new product in the hopes of returning before use for repairs, again the product is a lemon and falls under product liability, had the product have been used it could cause personal injury. A working safety and a bolt mechanism functioning safely is important on firearms, as the safety is defective and the firearm bolt, which contains to explosion of the ammunition is not working properly from the factory of a new firearm. Apparently the company isn't aware of product liability when it comes to damage from their malfunctioning new product. It would be in the company's best interest to buy back the defective product and take it out of service rather than risk injury and a lawsuit. Unlike the company I will not risk letting someone else use the firearm. A part does wear when used but unless I was sold a used firearm parts should not have wear, especially a part which is worn from another defective part that came from the factory, so I want a full refund since they have said the firearm has wear and isn't a new firearm.as I should be. Business Response As we have discussed multiple times, we will not be issuing any refund for this firearm. The consumer has already been given the appropriate information and return shipping instructions to have the firearm sent back to our facility to be assessed for repairs. It is not up to the consumer whether or not they receive a refund. It is up to the retailer from which the item was purchased and the manufacturer according to their own policies. The warranty for Escort shotguns includes labor, replacement parts, and shipping costs according to our policies seen here: https://escortshotgunsusa.com/warranty/ The warranty does not include refunds. In summary, we will not be issuing a refund for this item as a refund is completely unreasonable under these circumstances. We have been more than happy to offer replacement parts as discussed and warranty repair for other issues as shown in the previous email string. HatsanUSA has done everything we can, within reason, to ensure the satisfaction of the consumer. While it is unfortunate that the consumer does not agree with our policies, it is not our responsibility to comply with any and every unreasonable demand brought to our attention. If the consumer wishes to move forward with this process, they should use the previously given RMA, instructions, and pre-paid return shipping label to have the item sent to our facility for assessment. Consumer Response I have asked Hatsan a simple question: If I send the firearm in for repair will you repair to my satisfaction? They refuse to answer question. Since Hatsan refuses to replace a new party that was damaged by the factory I will confidently say they will not repair firearm to my satisfaction, therefore still asking for a full refund. Consumer Response It is not the responsibility of the customer to manufacture the product to acceptable standards, as stated before reputable companies have no problem taking back defective firearms and refunding monies, the firearm has numerous problems, a lemon if you will, it is poorly and cheaply constructed and should not be on the market for people to buy. I'm afraid of the product, I don't trust that even after a visit to the warranty department they can or will correct the cheap poorly made firearm. A main competent, barrel nut, that holds the barrel onto the firearm has a bad detent that can cause the barrel to become loose and possibly cause serious injury, this firearm is a death trap waiting to happen. I don't think even in good condition the firearm would last out its warranty period. You can't make a poorly and cheaply designed product better by sending it in for warranty repair, which by the way the firearm hasn't even been used to cause any problems from user usage, you're not suppose to warranty a brand new unused product. I want a full refund for this piece of possibly deadly piece of junk. There is nothing stopping Hatsan from a buy back other than their cheapness and lack of wanting a satisfied public. The manufacture can be held liable for a poorly designed and manufactured product, one can sue for injury that comes from the usage of the product. It would be in the best interest of Hatsan seeing a liability suit will cost way more than a buy back to buy back the firearm. Business Response This consumer has already been supplied with a Return Authorization number, return instructions, and a pre-paid label for the item's shipping. We simply will not be able to provide any further assistance to the consumer until they have followed our clear and simple instructions. The consumer refuses to follow these instructions, which are required for ANY user for warranty service.