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Business Profile

Wholesalers and Distributors

ProMag Industries

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesalers and Distributors.

Complaints

This profile includes complaints for ProMag Industries's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 29 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:03/07/2023

      Type:Service or Repair 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.
      I purchased a new ProMag magazine from a dealer in June of 2022. In August of 2022, when I had an opportunity to use the mag, it was not functioning correctly. I contacted ProMag for a warranty replacement which I received.Since I purchased a new second mag from a dealer. Recently using one of the new mags, I noticed the mag was grinding and causing bits of metal in the firearm. Looking closer at the mags and *** mags, the ProMags are missing an indentation. It is in this area the mags are grinding.On Feb 16, 2023, I contacted ProMag about the issue and provided photo comparisons of the *** and their Mag. They offered to replace both mags but could not confirm the issue was addressed with replacements they would send.I asked if alternate mags could be sent, to which they agreed. I requested another model magazine, and they agreed to that model. In returning the defective/damaging magazines for replacement, in a note in the package, I included the *** number and the model mag as agreed in our emails. On March 6, 2023, I received the replacement mags, but they were the same model as the defective mags. Not the model they agreed to send. Also, the replacements do not have the cutout as the ***, which then the replacements will still have the same grinding issue and the possibility of damaging a firearm.The cost and time of the *** return in 2022 and 2023 have not provided any savings over the *** model mags.

      Business Response

      Date: 03/10/2023

      Hi ****,


      This was a shipping error in our end.
       The correct magazines shipped with ***** Tracking numbers is **** **** **** **** **** 53

      Feel free to reach out to our tech support team if you need additional information.

       

      ProMag Staff

      Customer Answer

      Date: 03/14/2023

      Awaiting receipt of the replacement magazines. Once received, and are the correct model, I will update this case.

      Business Response

      Date: 03/16/2023

      The **** tracking number provided (**** **** **** **** **** 53) confirms that your order was delivered today. 
      Feel free to contact us if you need further assistance.

      ProMag Staff

      Customer Answer

      Date: 03/24/2023


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I eventually received what was agreed and this case may be closed.

      Regards,

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

       

    • Initial Complaint

      Date:02/15/2023

      Type:Sales and Advertising 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.
      I ordered a mag and never got a confirmation email and I try and try to call but never a answer

      Business Response

      Date: 02/22/2023

      Hello ****,

       

      Your order confirmation and tracking information was sent to the email that you provided. *************************. 

      Your order containing 1 item shipped on Feb 13th 2023
      Tracking #: 9405511206207357061600

      Please feel free to contact us if you need additional information. Thanks

       

      ProMag Staff

    • Initial Complaint

      Date:02/10/2023

      Type:Customer Service 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.
      I order a product from Promag. After a week long delay in shipping the item they shipped the wrong item to me. I have contacted their customer service several times they simply do not respond and will not answer the phone. I dont know how to return the item and get my money back even thought its the wrong item.

      Business Response

      Date: 02/16/2023

      Hello ***,

       

      Our team has been in contact with you regarding this issue, you were sent a *** Prepaid label to return the product.

      Once the product is received we will process your refund. Thanks.

       

      ProMag Staff

      Customer Answer

      Date: 02/16/2023


      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. Even though I'm extremely disappointed that I had to file a complaint to get a proper response from them. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

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

       

    • Initial Complaint

      Date:01/24/2023

      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.
      On November 19th, 2022, I placed an order #****** through this merchant. The price is $39.47. Upon receiving the item, it was unusable. The item was defective/damaged and did not appear to have occured during shipment. I contacted customer service and after two weeks of back and forth, they agreed to provide me a prepaid shipping label to return the item for a refund Refund Authorization# ***** . Tracking shows the item was delivered and received by the company on 01/04/2023. I contact the company to request an update on the refund on 01-18-23. On 01-19-23 they responded simply "yes, this should have been refunded by now." To date, I have not received a refund. I responded back to them on 01-19-23 and asked for confirmation of the refund and proof it was processed. No such proof has been provided.

      Business Response

      Date: 01/25/2023

      Dear *****,

      We truly look forward to meeting all our customers expectations. Unfortunately, our processing time is longer than usual during this time. We have taken necessary actions. Your order was refunded.

      We are committed to making every effort in giving our customers reliable and satisfactory service.
      Please accept our sincere apologies.

      ProMagStaff

      Customer Answer

      Date: 01/25/2023

      I received an email from the company stating the following.

       

      An order you recently placed on our website has had its status changed.

       

      The status of your order #****** has changed to Partially refunded.

       

      Order Details

      Total refunded:: $28.99 USD

      Order Total:$39.47 USD

      Date Placed:Nov 19th 2022

      Payment Method:Credit Card

       

       

      I reject their response and result because I will NOT accept a partial refund. I returned an item that was sent to me damaged and will not settle for less than the full refund amount. 

    • Initial Complaint

      Date:01/18/2023

      Type:Service or Repair 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.
      Bought a stock an the stock bolt is missing. I've tried an tried to call u leave a message an nothing. I've called an called. It says call between 8 an 4 mountain time. I am mountain time. So I call an call. No 1 is ever there at all. Says lifetime warranty . How's that posable if I can't even get a operator during buisness hrs. Worse experience buying in my life. The number they give is ************ an it is a joke

      Business Response

      Date: 01/23/2023

      Hello ****,

       

      Our tech support team reached out to you by email to send you the hardware kit. Please feel free to contact us if you need additional information.

       

      ProMag Staff

    • Initial Complaint

      Date:01/14/2023

      Type:Service or Repair 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.
      Recently bought two mags from ProMag industries. January 13 2023.never received confirmation

      Business Response

      Date: 01/23/2023

      Hi ****,


      It looks like you entered your email incorrectly. It says **** instead of ****. Your order was shipped 1/17/2023 tracking number:  **********************. Feel free to contact us if you need additional information.

       

      ProMag Staff

    • Initial Complaint

      Date:12/13/2022

      Type:Delivery 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.
      I purchased a magazine with the # ****** and can't seem to track it or have no knowledge of It being shipped. My order just says waiting fulfillment.

      Business Response

      Date: 12/15/2022

      Hi *****,


      Your order shipped out on December 13, 2022. The tracking number was sent to your email the same day.

      USPS tracking **********************. Please feel free to contact us if you need additional information.

       

      Thanks,

      ProMag Staff

    • Initial Complaint

      Date:11/02/2022

      Type:Delivery 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.
      I placed order and never received a tracking number, I called numerous times but no answer, I dont know whats going on. Please send tracking number.

      Business Response

      Date: 11/03/2022

      Hello,

      Your order shipped on 10/31/2022. We emailed your tracking information to you however it may have gone to your spam folder.

      Here is your **** tracking number:   9405511202511844906911

      Promag Industries MFG

      Customer Answer

      Date: 11/03/2022


      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:10/12/2022

      Type:Service or Repair 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.
      Two months ago I purchased two model ****************************************************************************************** the factory approved shipping container with a letter requesting a refund. The customer service agent transferred me to a non working number (3) times

      Business Response

      Date: 10/13/2022

       

      We were never contacted to create a Return Authorization which is required to process all returns.

      The package has not being received by our returns department. When the customer contacted us refused to provide any return, shipping, tracking or order information which is necessary for us to further assist him.

      Please reach out to our tech support team at ************************************ with the information requested so we can process your refund. Thanks.

       

      Promag Industries MFG

    • Initial Complaint

      Date:10/11/2022

      Type:Delivery 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.
      Placed a order on sept 2 2022 and its now oct 11 2022 and still havnt recieved my items.cant get ahold of anyone by phone it goes to a voicemail that says its full sent a email and finnally get a response that item was lost in mail and they would send out item next day with a tracking number ,here it is several days later and still havnt heard anything,BUYERS BEWARE DONT WASTE YOUR TIME WITH BUYING FROM THIS COMPANY.this is the most negative buying experience ive had with any company trying to get items that i paid for.good luck getting ahold of anyone as i tried calling 3 times a day for almost a month.starting to think this place is a SCAM

      Business Response

      Date: 10/11/2022

      Hello *******,

       

       Your order shipped out on September 7,2022. *** tracking 1Z78AY190340148374.

       Per our email conversation on 10/3/2022 you were informed that  your package was lost in the mail according to *** tracking and we will resend your order.

       Your order was reshipped  on 10/6/2022  and your **** tracking was provided. -**** tracking 9405511202511844308463 

       

      Please feel free to reach out if you need additional information.

       

      ProMag Industries MFG

       

    ProMag Industries is NOT a BBB Accredited Business.

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