Complaints

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.

• Initial Complaint

  Date:04/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  November 28th 2022 I placed an order for $281.78 for 21 "in stock" items with BDU, the next day I was informed, 10 of these items were out of stock and I would be refunded how I preferred "PAPER CHECK". A couple weeks later I inquired about the rest of my order to be told they're experiencing huge delays and they don't know how long it could take.
  A couple months go by of me asking about my order and the same " experiencing delays", until someone responded with "your remaining items are allocated for you and awaiting shipment " so I waited a couple more weeks and asked again. It's March by this time and I get told that "we weren't aware of the situation and had a system error" and the items that were allocated for me had then gone missing.
  I was told they understand my frustration and here's "3 free months of membership" with the same people currently screwing up my last order. I said keep the membership I cancelled my membership for a reason and I want a refund.
  The story changed AS OF THIS WEEK and BDU said they can no longer do paper checks and that they need my banking info and #'s. On the form "which I also attached here for the BBB", it says authorizing withdrawals from my account and nothing about a deposit.
  Even if it said deposit, I still want a paper check.
  I WILL NOT BE PROVIDIING MY BANKING INFO TO THESE CROOKS!
  I have screenshots of all of these communications and have uploaded them here as well.

  Business Response

  Date: 04/27/2023

  Hello ****,
  
  
  Thank you for your feedback. We sincerely apologize for any inconvenience these delays may have caused. Rest assured, we are actively working on resolving these issues. All of the information that was relayed to you by our agents was and is the correct information that we currently have available. We strive on being fully transparent regarding any ongoing issues with any pending orders. 
  
  
  Unfortunately, the issue with your order was something that we were not made aware of in a timely manner in order to contact you regarding the system error. Once the issue was brought to our attention, our agents did correct the issue and wanted to compensate you for the time you had spent waiting on your order as we believe it is right to take care of our members while they wait on their delayed orders.
  
  
  Regarding your refund, we do understand your preference for a paper check. We were able to provide you with this in December as you stated, however, our refund process did change after the new year. Our agents informed you of this change you once you requested for a paper check to be processed for the remainder of your order. 
  
  
  The paperwork that you received had a typo which has already been corrected. Additionally, our accounting team was able to process a check refund for you as a one-time courtesy, given the circumstances. We do understand your frustrations and do apologize for any inconvenience this may have caused.
  
  
  If there is anything further we can assist with, please let us know and we will be happy to assist.
  

• Initial Complaint

  Date:04/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Same excuses as everyone else here. Charged card for in-stock items from October and December of LAST year. Still haven't gotten items, no apology, no credit for garbage membership, excuses with zero accountability for what they've done, which is theft. Keep getting emails for these great items in stock on sale cheaper than what I paid... also get emails still saying how I forgot things in my cart and should buy more of the items I still have yet to get... spent over $15k with them and the disrespect and lack of care I've gotten from them is beyond disgusting. Even if this was an $80 order they have been treating their customers like trash and acting as if it's everyone else that's so "inconsiderate " of their issues.. legally if you have taken money and have not the ability or capacity to deliver said products or services that is both embezzlement and misappropriation of funds if you do not have access or put money somewhere else when vendor has no capacity of delivering services and products either. Both are arguably criminally able to be prosecuted as you KNOWINGLY and WILLINGLY took funds with no communication or expectation of delivering products in a timely manner knowing you couldn't deliver on deadlines of 5-7 days (or legal statute of 30 days under florida law). As a result you're also in violation of Consumer protection act of deceptive and unfair trade practices. This is backed up by numerous other false statements and promises with zero communication on companies part which has shown intent to hide or deceive. As you KNOWINGLY and WILLINGLY continued to take orders after incidents occurred. As a result of this and on that basis you are liable for any lawsuit filed as a result. If you do not take satisfactory measures to correct your unethical practices I have no problem filing a class action lawsuit against your unethical company.

  Business Response

  Date: 04/20/2023

  ***** ******* 
  
  
  We appreciate your feedback. We do apologize for any inconvenience and frustration this delay may have caused. 
  
  
  I did look over your order history and saw that you currently have two open orders. The first, from December has all but one item that has not shipped. The second is from mid-March and I see that you were informed of these delays. I was not able to locate an order from October as the order made prior to December was placed in August and shipped within our usual timeframe of 5-7 business days. Any and all orders placed prior to that time have been processed and shipped in a timely manner and if not, you were made aware of any issues or delays associated to these orders.
  
  
  We do understand the frustration associated to waiting on these orders, given these delays. We strive to make sure our members are taken care of during these delays and truly apologize that this effort was not extended to you. 
  
  
  Regarding communication, we have been sending emails to all affected customers and members regarding this delay within 2-5 business days of placing their order so that they may make an informed decision regarding their order. In addition to this, our customer service team has been providing all the information we currently have available regarding the ongoing delays. We strive to be fully transparent regarding any issues that may arise because we believe that this is what our members deserve. 
  
  
  Unfortunately, these extended delays were unforeseen, however, despite these issues, we have been working diligently to assist with this delay. Whenever possible, our team has been allocating all available items through alternate locations, however, not all items are available at other warehouse locations.
  
  
  We do understand your time is valuable and you may need your products sooner than we are able to provide at this time. If at any time you no longer wish to continue waiting on your remaining items, please contact us at your earliest convenience so that we may process a cancelation and issue a full refund for the unshipped items.
  
  
  We do want to let you know that we do value you as a long-time member and hope that we are able to regain your trust in the future in order to exceed your expectations with both price and prompt delivery.

• Initial Complaint

  Date:03/27/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 with Big Daddy Unlimited on 2/27/2023. My order number is 000013170. The value of the order is $977.43. All of the items were listed as “in stock” when I placed the order. As of 3/24/2023, I had not received my order. On 3/24/2023, I spoke to ******* ** who is a Customer Service Assistant Manager with Big Daddy Unlimited. ******* confirmed that they had my order and that the product I ordered was reserved for me and would be shipped when it was shipped. ******* could not tell me when the order would be shipped. ******* said that Big Daddy Unlimited is experiencing an unprecedented delay in shipping from one of their warehouses. It is not unprecedented because an online search shows that many customers are experiencing the same problems going back months. ******* said that the warehouse that is having shipping delays is only in the process of shipping orders that were placed in early January 2023. That means it is talking Big Daddy unlimited almost 3 months to ship out an item advertised as “in stock”. A 3 month delay makes no sense. That is too long for an in stock item to be shipped. I asked that Big Daddy Unlimited to contact their warehouse and make arrangements to have my order shipped in a timely manner. I afforded Big Daddy Unlimited time to facilitate this. ******* said she could not do that. ******* said that when Big Daddy Unlimited contacts the warehouse they are only told that orders will be shipped when they are shipped. This makes no sense. You have a company that sends a warehouse so much business that it takes several months to ship orders, and the warehouse says they will ship when they ship. In a real business setting, the warehouse would make Big Daddy Unlimited a priority, fix any shipping delays and be responsive to Big Daddy Unlimited. Businesses take care of businesses that send them so much business.
  
  I simply want my order shipped to me in a timely manner. A real company could contact their warehouse and make this happen.

  Business Response

  Date: 03/30/2023

  We appreciate your feedback and sincerely apologize that this has been your experience with our company.
  
  We completely understand your frustration as this does not reflect our company’s standard for shipment. We aim to have all orders processed and shipped out with in 5-7 business days, if not sooner.
  
  All information you received from our Representative is accurate. However, it was relayed to you that this delayed warehouse does work from different queues based on item category, brand, and shipment location. Due to this, some queues may be more delayed than others, however, each queue ships orders from oldest to newest to ensure all orders are being processed and shipped in the order they were received. This is a partnership we have with our distributor so we do have to abide by what their systems are capable of and, unfortunately, not amount of contact can change that. We have tried this method unsuccessfully for other orders that have faced this delay.
  
  Whenever possible, our team has been processing all available items through alternate locations to avoid further delays at the affected warehouse. Unfortunately, not all items are available at alternate locations though.
  
  
  Our intention is not to cause further frustration, but give you all the information we have available so that you can make an informed decision regarding your order. You are able to cancel at any time as we understand your time is valuable and you may need your products sooner than we are able to provide at this time.
  
  If at any time, you do not wish to continue waiting, you can always reach us via phone: (800)915-7709 or via email: [email protected] and one of our customer service representatives will be able to assist.
  
  We do hope that you will consider us again in the future, once all delays have been cleared, so that we may exceed your expectations in both price and prompt delivery.
  
  
  

  Customer Answer

  Date: 04/02/2023

  
  
  

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

  
  

  I am rejecting this response because: This is a known and continuing failure, that is admittedly outside of the company's own shipping standards of 5-7 days. The company's own shipping standards is 5-7 days, yet the company admits to taking almost 3 months to ship products that customers purchased in good faith. I have been waiting 34 days for the products I paid for to be shipped. This is 4.8 to 6.8 times longer than the company's own stated shipping standards, and there is no known shipping date. The company acts like they are completely helpless and has no control of products that they get paid for. Big Daddy Unlimited needs to start acting like a real company. All Big Daddy Unlimited does is blame one of their own vendors for their company's failures. The company needs to contact their vendor and have the products that I paid for shipped to me. 

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:03/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 (Your Order #*********
  Placed on Jan 4, 2023, 7:00:29 AM). I contacted them about a month after placing the order, and not receiving my item. They said there was a delay at the warehouse. After another month I called back to see what was going on, and got the same story. I then requested they cancel the order, but never got a refund, or any correspondence.
  
  Payment Method
  Credit Card
  Credit Card Type Visa
  Credit Card Number XXXX-****
  Shipping Method
  Ground - BDU Fixed Rate
  
  Items Qty Price
  Magpul X-22 Backpacker Stock Ruger 10/22 Takedown Reinforced Polymer Od Green SS2
  
  SKU: ************
  
  1 $82.99
  Subtotal $82.99
  Shipping & Handling $9.95
  Grand Total $92.94

  Business Response

  Date: 03/22/2023

  Good afternoon,
  
  We would like to apologize for the extended delay you have experienced with your first order. 
  
  We have checked our emails, voicemails, and phone records, unfortunately, we do not have any contact from you requesting a refund. I see you spoke with a Customer Service Representative on February 17th for the initial update and where you decided to wait on the order. We also see an abandoned call a few days ago but we do not get notified for those unless a voicemail is left. 
  
  Per your request, a Representative will be contacting for the cancelation of Order# ********* and a full refund.
  
  If you have any questions or concerns please feel free to call us, **********, or email us at *****************************

• Initial Complaint

  Date:01/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 place an order back on 11/14/22 hoping to have it here by Christmas as the website states orders ship within 5-7 days but it has not shipped yet. I have attempted three times to contact the company about this order and I have not received a response. I have been a member of Big Daddy Unlimited for a few years and have never had anything take this long to ship nor have I ever had a problem contacting them about an order. I want a full refund of my payment from this order.
  
  Order # *******
  Placed on 11/14/22
  Payment amount $472.46

  Business Response

  Date: 01/10/2023

  From: Big Daddy Unlimited <*****************************>
  Sent: Tuesday, January 10, 2023 1:40 PM
  To:<*********************>
  Subject: Complaint ID: ********

   

  Good Afternoon,
  
  Thank you for your feedback.
  
  We sincerely apologize for the delay in contact. Unfortunately, we were experiencing higher contact volumes than usual around the time you reached out to us. Rest assured, this is not our usual practice as we always prioritize member contact to ensure all needs are being met in the most efficient way possible. 
  
  We are actively sending emails to all members whose orders are affected, once the order is placed so that our members have the option to wait or cancel their order for a full refund. We have been experiencing longer than usual shipping times due to one of our warehouse's delays. Rest assured,  as you have stated as a long-time member, these are not our usual shipping times as we aim to have all orders processed and shipped out within 5-7 business days, if not sooner. 
  
  I do see that you were able to get in touch with one of our Member Service Representatives in order to locate your order that was placed on our older website platform. We are going to keep an eye on your order to see if items become available from warehouses that are not experiencing delays. Also, offering free months for the wait members are experiencing. 
  
  We do want to let you know that we value you as a member and we hope to regain your trust in the future in order to exceed your expectations with both price and prompt delivery.
  
  Kind regards,

  ******* **

   

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

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

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

  Hours: M - F  8am-7pm EST

• Initial Complaint

  Date:12/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In October, I signed up for a $.99 trail version of the Big Daddy Unlimited (BDU) service. In October, BDU updated their website, requiring that members change their password by following a link emailed to them. I wished to cancel my membership before the $9.99 membership charge was applied at the start of November, but I was unable to change my password as a reset link was never emailed to me despite several attempts. I have made multiple attempts to contact BDU customer service to no avail. Not only am I unable to access my account to use or cancel the service, but BDU has failed to contact me to help resolve this issue.

  Business Response

  Date: 12/16/2022

  Hello,
  
  We do apologize for any inconvenience you may have received trying to login to your account. We did recently upgrade our site that required a password reset but we are prompting all Legacy Members, those who signed up on our old site, to login to their legacy accounts to access all subscription and old order information. This prompt was in form of a pop-up and tab at the top of the screen. Unfortunately, we have no previous emails connected to this email address requesting to cancel before your charge date. Nor do we see any calls from the phone number also related to your account.
  
  We do have one email from December 2nd requesting a cancelation after the recharge on December 1st. Please know we are receiving a higher volume than usual which is, unfortunately, causing our Customer Service Team to take longer in answering but if the request was sent before the charge we are offering a refund to members. 
  
  It does seem like your membership is now canceled. If you by chance sent an email through another address please let us know and we will happily refund you past charge.
  
  We are sorry you are no longer a member with us but hope to have you back.
  
  Thank you.
  
  

• Initial Complaint

  Date:10/20/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Signed up for a trial many months ago and was never given access to the account to use the service paid for. Got billed for months and because I was not able to gain access to the account I have not been able to cancel the service and get this issued resolved. I’ve called the business and not been given one human on the phone and upon using the websites chat bot to solve it, it simply doesn’t go any further once details on my account are provided.

• Initial Complaint

  Date:09/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 my order September 1st item ordered said shipment 5to7 business days it's now been 19 still hasn't shipped I've reached out called on September 8th I called on September 12th both times I was told it was shit by that following Wednesday there it is the 19th and still has not shipped I asked for refund I was told it would take three to five business days for a refund I've been waiting over 3 weeks for the item I ordered I don't have 3 weeks to wait for my money I just want the item that I paid for they took the money instantly and just left me in limbo bad business canceled membership forever it will never recommend this place to anyone complete rip off and nothing but excuses

  Business Response

  Date: 09/21/2022

  Hello,
  
  First we do want to want to apologize to our member for the the delay in shipment. We usually advertise a 5-7 business day processing time; however, we are currently experiencing delays in one of our warehouse causing orders to process in 10-15 business days. We did email members once it passed our advertised time to notify them of our shipping timeframes. When asked about a refund we do like to inform our members that we process refunds same day but depending on their banking institution it might not reflect on their account for 3-5 business day.
  
  It does look like *** ****** order actually shipped on the 16th and arrived to his chosen FFL store on the 19th of September, unfortunately our warehouses order system did not update proper to reflect. I attached the tracking to the members account and in files for reference. 
  
  Our intention is to help our members the best we can and provided the VIP service they deserve. We have been trying to offer more deals and saving throughout the last few weeks and unfortunately, that did cause inconvenience to our members in shipping delays. Know that we are working hard on getting caught up!