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Business Profile

Photography Equipment

Arsenal

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Photography Equipment.

Complaints

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

Find a Location

Arsenal has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Arsenal

      Littleton, CO 80128

    • Arsenal

      113 Cherry St Pmb 39874 Seattle, WA 98104-2205

    • Arsenal

      PO Box 3202 Bozeman, MT 59772-3202

    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 1 complaint 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/29/2024

      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 ordered the Aresenal 2 on August 1st and the cost was take out of my account on August 2nd. Never recieved a confirmation email. I have called and left messages 10 plus times to ************ as well as 10 plus emails on the Aresenal web site with no response. I would like my money back at this point. ******.

    • Initial Complaint

      Date:09/11/2023

      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.
      On August 4 I ordered the Arsenal 2 from Arsenal in *******, *******. I was told it would ship in August. I have asked several times via email about shipping. I keep getting told "your unit should ship in several days". I have yet to receive any shipping information or the product itself. Their website states my shipping date was provided in my receipt. It was not. All that was stated is "August". It also states products are shipped within 2 days of the order. Clearly not even close to true.Nowhere in any receipt I have received from Arsenal does it state what I paid. The charge to my credit card says $363.99. Because it was more than a month ago that I ordered this, I do not remember what the amount was and if the charge on my card is accurate. I find it more than concerning that they never state the charge in any communication. I would suggest they can change the amount before submitting it to the credit card company.

    • Initial Complaint

      Date:06/25/2023

      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 have yet to receive shipment from this company. 
      They have over $350.00 of mine and are just working the system in my opinion. 
      I see where they told you it would ship the week of July 24th. That did not happen, just like they said it would ship in May when I ordered it. 

      Business Response

      Date: 07/24/2023

      Hi, the customer placed a pre-order based on an estimated manufacturing schedule. Unfortunately, supply chain issues delayed the delivery. His order will be shipped the week of July 24. Thanks!

      Business Response

      Date: 08/17/2023

      Product was delivered per tracking.

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

    • Initial Complaint

      Date:02/08/2023

      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.
      Purchased May 2021 with expectation of shipping on September 2021. Got a notification that item shipped February 2022, however, item was never received. Seller refuses to return funds and states their proof of shipment (the **** tracking number) is no longer in 'the system.'Because of COVID manufacturing and shipping delays, I had forgotten about the purchase, but was reminded of the purchase when I got notification from *** that my item was on its way. What was delivered was a cheap USB powerbank, not the Arsenal 2. My records do not show that I purchased a powerbank, only the Arsenal 2.I believe this company is not shipping all purchased items and hoping everyone just forgets about the purchase. A quick scan of the KickStarter pages reveals more. HUNDREDS of complaints about people not getting their products for 2 YEARS! A lot of people (such as myself) are still waiting.I believe this company is actively conducting business fraud, wire fraud and mail fraud. They have collected over $45MM from 180K (cost of item $249 x ******* orders*)people and seemingly only shipped a few items. They hide behind the their statements that the **** only keeps delivery records for 90 days. My next stop is to file a mail fraud complaint with the **** and to have them either verify or dispute the company's claim that the item was shipped. According to currently available information, a shipping label was created but the item was not presented to the **** for shipment.I believe, the totality of evidence shows this company is a scam.* ******* number comes from their website. $4.5M was from KickStarter campaign. KickStarter refuses to get involved. The math shows $45MM was collected, not $4.5MM.

      Business Response

      Date: 03/08/2023

      **************** was shipped his order in February of 2022. He has acknowledged to us that he received a shipping email with tracking info, but did not act on it at the time of shipping. **** records do not go back more than 90 days, so we cannot investigate what happened to his shipment without reasonable notice that he did not receive it. ******************** first email to us was greater than 11 months after his shipment. If notified earlier, we would have been able to retrieve the package or put in a claim with **** and ship a new order. I do not know it to be the case here, but have also encountered scams of people saying they did not receive their unit despite us having evidence they did.

      It is regretable that the package was lost, but no business can operate without customers managing their shipments and providing notification in a timely way, whether that's Amazon or a small business. No other business would provide a refund 11+ months after a shipment was made. 

      If **************** would like a refurbished unit and his accessories shipped, we will make an exception and provide them despite his unfounded and incorrect accusations. However, this is not our standard policy and we cannot continue to operate in this way. **************** can reach us at *****************************.

      Also, please note we have shipped all Arsenal units, including Kickstarter backers, that have filled out the ncessary form to do so. If any have not filled out the form, they can email us and we gladly help them out and ship promptly.

    Arsenal is NOT a BBB Accredited Business.

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