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Business Profile

Fire Department Equipment

D E Williams Shields

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fire Department Equipment.

Complaints

Customer Complaints Summary

  • 18 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/01/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a New York Insert on October 21st 2024 and received a confirmation email that same day. It stated the order will be processed in 48hrs and shipped in 4-6 weeks. I emailed them on November 5th in regards to an update on the status, I was informed by ***** that it was in production and would receive a shipping confirmation soon. Its now been 6 weeks since the order date with no further communication from Them even though Ive called and left messages as well as other emails. Of course they already took the money from my account, I either want a refund or to receive my product soon. Very disappointed in the communication from ************ especially since they willingly took my money.

  • Initial Complaint

    Date:09/29/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    A product was ordered on 6/29/2024 (order number: *****). Advertised estimated delivery of 4-6 weeks On 8/14/2024, I emailed them requesting an update. On 8/15/2024, a response was received; see below ****,Your order is currently in production and will be shipping soon - tentative next week. We do apologize for the delay.Thank you,S**** *******Operations Manager DE Williams ShieldsOn 9/22/2024, I emailed again asking for an update and have not heard anything back.

  • Initial Complaint

    Date:07/17/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order for 2 New Yorker inserts on 5-14-24. Email say should be delivered in 4 to 6 weeks. I have called and emailed business without a response. Also have attached a copy of my confirmation email.

  • Initial Complaint

    Date:06/02/2024

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a custom leather fire helmet shield from the D.E. Williams Shields website on 11/3/23. A confirmation email was returned stating that the order would be processed in the next 48 hours and delivery would be in 4 to 6 weeks. After nearly three months without receiving the item, I sent an email requesting a status update for the order to which I received a replay saying the materials were on back order and there was no projected delivery date. Since then, I have sent numerous emails requesting a status update and if the order could not be filled then to please refund my money that was paid on my credit card. I have also made some attempts to contact the business phone with no response.

  • Initial Complaint

    Date:05/09/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered a shield that was supposed to be here in 6 weeks. No return emails. No return calls, but they have my money.

  • Initial Complaint

    Date:02/27/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Made an online purchase of a custom leather helmet shield at DE Williams Shields Oct 17th 2023. Delivery was suposed to take 4-6 weeks. Called company and left messages starting in Dec 2023. Sent an email on 5 dec asking for status of order. ******* replied back Dec 8th stating order in production and will ship shortly. Called in Jan 24 and recieved no answer/return call. Sent an email with no reply on **************************** a refund. This email has gone unanswered. Have called a couple times since and left messages. No return contact from company. Order number is *****. I had ordered from this company a few years ago and and no problems with order. Not sure if there is a fix but others should be warned.

    Business Response

    Date: 03/08/2024

    ***** Williams, Operations Manager

    We have corresponded with the customer and we are finishing their order and it will be shipping on Monday, March 11th.  We have been dealing with employee issues which created lost orders, and unanswered messages/emails.  The issues involving certain employees have been corrected.  Thank you, DE Williams Shields

    Customer Answer

    Date: 03/08/2024


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    ***************************

     

  • Initial Complaint

    Date:12/21/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a Victorian Gold Shield for fire helmet on 11/1/22 and never received it. I finally called and they said the gold flake was on back order but they could send the reflective gold shield until the gold flake came in. Months went by and never received either one. I left multiple messages with no return call. Sent another email on 12/8/23 and they responded that they would look into it. still nothing and not responding any emails now. Order number *****. If they are not going to send the Shield then I would like full refund so I can purchase elsewhere. Poor customer service!!

  • Initial Complaint

    Date:11/08/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    3/14/2023. Ordered helmet shields for fire department helmets. Contacted numerous times requesting status. Last excuse was they were lost in the mail. Now none of my inquiries are being answered.

  • Initial Complaint

    Date:11/07/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am a returning customer I bought a Chief Helmets shield on 10/09/2023 Money came out of my account Ive called many times with several emails and Im not being spoken to

  • Initial Complaint

    Date:07/27/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Commissioned a custom fire helmet shield on 1/25/2023 for the price of $79 including the product and shipping fees. I agreed to the terms of 4-6 weeks lead time for production and shipping. The charge posted immediately at the time of purchase through PayPal payment processing linked to my personal bank account.After sending emails on 3/14 & 5/10, as well as 2 calls to the business that all went unreturned, I turned the case over to PayPal on 5/18 for a refund per the buyer protection clause. PayPal advised they will give the seller until 7/29 to respond. I do not understand how it is possible for companies, customers and 3rd party payment processors can take such an unreasonable amount of time to resolve an issue that is so clear cut. 6+ months is well out of the original 4-6 week lead time agreement and D.E. Williams is clearly non-responsive. If the "supply chain" is the issue, simple communication and the option to cancel the order would be the more appropriate way to move forward.

D E Williams Shields is NOT a BBB Accredited Business.

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