Apparently this problem has been going on for a while. Mossberg is aware of it but hasn't done anything to remedy it. Bought mine new from academy the first week of Nov 2014. Did the exact same thing. Academy has a no return policy, even for factory defects. I took it to my local gun smith. He said the shell stops are off for some reason and he usually keeps a couple of sets in stock. Just my luck he didn't have any. I have talked to three different people from Mossberg, the latest one today. I have been promised each time that the parts would be sent to me FEDEX the next day. So far no parts. I own Remington, Winchester, and Benelli shotguns. All have been good right out of the box. The quality of this weapon, coupled with the pure lack of customer service makes me hesitant to buy or recommend Mossberg to anyone in the future.