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Business Profile

Safes

Dean Safe Co.

This business is NOT BBB Accredited.

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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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  • Initial Complaint

    Date:10/21/2022

    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 December 15, 2021 my wife purchased a gun safe from DeanSafe.com in the amount of $149.99, order number 32484 as a Christmas gift. I reached out to Dean Safe on October 14, 2022 stating that my product was no longer operational although the product stop functioning properly well before October. My email is as follows – “After owning this safe for less than 1 year. I've had to force it open to retrieve my guns as the door gets stuck and would not open. I thought maybe it was the battery but after changing it and looking at the lock mechanism this seems to be a faulty unit. Even the key doesn't properly work. I would like to return/exchange this. Patiently waiting a response.” Four days later I received a response asking for my order number which I promptly responded with the order number. I once again reached out to the company on October 20, 2022 after receiving no response. They would respond to this message on October 21, 2022 requesting that I send them a video of the “safe not working properly, from there they would be able to assess how they could process with a replacement safe.” I again promptly replied within moments expressing my displeasure with their poor customer service as they requested that I send them a video of their faulty product prior to resolution. It is my feeling that the company is delaying to respond and replace the product when they pride themselves as selling “top quality” product. Also, this verbiage seems contradictory “In the event you receive a defective, non-functional or damaged item, Dean Safe will replace the item at absolutely no cost to the buyer. Dean Safe will pay for the shipping of the new item to the buyer, as well as the return of the defective, non-functional or damaged item back to Dean Safe. Stated on their site “In the event you receive a defective, non-functional or damaged item, Dean Safe will replace the item at absolutely no cost to the buyer, as well as the return of defective, non-functional..."

    Business Response

    Date: 07/22/2024

    Customer was not happy with how he had to provide the info we needed for a replacement.  In his second email to us after we requested the info needed in order to provide a replacement, he said he was going to file a BBB complaint.  Then when we told him we would send a replacement, but could not ship it out until we received the broken one, he was very upset about that.  We received his broken product the first part of November 2022 and he received his replacement on Nov 16th.

Dean Safe Co. is NOT a BBB Accredited Business.

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