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Business Profile

Gunsmiths

Patriot Ordinance Factory

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gunsmiths.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:01/09/2025

    Type:Product Issues
    Status:
    Answered
    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.
    My name is ***** *******. I am a Lt *** in the ********************. I placed an order for a POF-USA Wonder upper receiver on 17 June 2024, and POF-USA acknowledge receipt of my order on 18 June 2024. I received the item in a damaged condition on 25 June 2024. The shipping box had been punctured on 3 sides and the upper receiver was badly scratched. I requested a repair or refund on 25 June 2024 via the POF-USA websites contact us messaging system, and I included 9 photos of the damaged item. I then had to call 4 times the following week until I was able to reach an actual person, since I did not receive a response to the website request. When I spoke to the gentleman running customer service, we came to the conclusion that the damage likely occurred during transit with ****** I once again asked for a repair or refund. I was informed that POF-USA would be submitting a claim with ***** for the damaged upper receiver using the information and photos I submitted, and that POF-USA would take care of me. I was advised that ***** claims can take awhile, and to be patient. I submitted another refund request 6 months later on 28 December 2024, as it appears the ball had been dropped by POF-USA for whatever reason, and again have not received a reply as of 8 January 2025. And so, I am asking the BBB to help resolve this issue. *** purchased many items from ***-USA over the years, and this experience is not the norm. I simply want to return the damaged item to POF-USA, and to receive my refund in full as this was not my fault at all, and I have asked for a refund 3 times already. Though I was advised by ***-USA that I could use the upper receiver, I have not used it, and it continues to sit in the shipping box it arrived in.

    Business Response

    Date: 01/16/2025

    We have received the complaint #******** on Jan 15th, 2025 filed by ***** *******.  

    On Jan 15th, 2025 we reached out to ***** via email and informed him that we will immediately ship a replacement Wonder Upper Receiver to his home.  The part was damaged in shipping and after filing the complaint with the shipper, our team dropped the ball on following up with the customer and making things right with him.  We sincerely apologize for this oversight and have put new policies in place to avoid such situations in the future.

    Thank you for bringing this to our attention so that we can resolve the issue to the customer's satisfaction.

Patriot Ordinance Factory is NOT a BBB Accredited Business.

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