Complaints

This profile includes complaints for The Safariland Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Safariland Group

  13386 International Parkway Jacksonville, FL 32218

• 

  Safariland, Ltd, Inc.

  3120 East Mission Blvd Ontario, CA 91761

• 

  Defense Technology Corporation of America

  1855 S Loop Ave Casper, WY 82601

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:10/07/2024

  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.

  Ordered on 8/24/2024- email says it ships within 2 business days. By 8/31 I had no information as to if it had even shipped. So I emailed them requesting that info. I got a response from them 8/31 with the tracking information saying it shipped on 8/27 and is expected 9/3. 9/3 I get notified that it was delivered so I go to get it. **** left me a mailbox key for a box that does not exist. I sent *********** an email on 9/9 asking if the package is insured, as I filed a **** claim and needed to know/ no real response to that email. Only received tracking info again.I email them again on 9/28 letting them know I havent been able to get money back and asked them to file a claim. No response. Now Im out $80.05. I acknowledge **** s******* up isnt their fault, but the lack of replies or assistance is disappointing

  Business Response

  Date: 10/07/2024

  Good morning,

  We received three emails from Ms. Doyle.  The first was asking for an ETA and the tracking number was provided.  The second email was to inform us she was having issues with USPS.  The third email on 9-28 was to let us know she still had not received the package.  We recently experienced system issue that caused communication delays so we had not yet responded to her last email.  We do apologize for that delay.

  We typically advise customers to file a claim with their local post office when they have not received the package that USPS shows as delivered.  Because USPS is a federal government agency, the claim needs to be filed by the intended recipient and not the sender.  This is the information on their website:

  Delivered, In/At Mailbox
  BOERNE, TX 78006 
  September 3, 2024, 3:09 pm

  It is protocol for us to ship a replacement or refund depending on the response to the claim filed by the customer.  Ms. Doyle has already filed a dispute with her credit card company so we are not able to do anything until this runs its course with them.  

  Please let me know what additional information might be helpful.

  Thank you,

  Pam Brown

  Customer support manager

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased a police duty holster covered by a 2 year warranty. It has been defective causing my handgun magazine to.just drop out. I requested cussupport and they told me they would replace it. Once they saw it was purchased from a third party they declined to warranty it. Attached is the warranty which is blanket in nature. No mention of direct purchase. Most of their business is third party through police.suppliers, ******, ect. They are in breach of an implied contract. I can also forward the email from them.

  Customer Answer

  Date: 05/06/2024

  Please close the claim.  The contacted me and shipped a new one.

  Business Response

  Date: 05/06/2024

  Hello,

  We have spoken to *** ******.  We had some confusion on our end with a new agent regarding warranty requests.  A return label has been provided for *** ****** to return the holster to be replaced under warranty.  We have coached our agent and apologize for the miscommunication and inconvenience.

  Thank you,

  *** *****

  Safariland Customer Support

   

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 recently ordered a holster for ** ********. I used Safariland’s Holster Finder for a specific make and model, which provided me with several options. I selected the holster fitting my needs which stated it would fit said make and model. Upon receiving the holster, it did not fit my gun whatsoever and I reached out to customer service for a return. They were less than helpful and said all sales are final, even though they sent me a holster that won’t even work for my gun, used for ** ********. They did not care that I needed the specific holster in the line of duty and continued to argue fitment. Pretty poor considering they “support” *** *********** and have provided thousands of holsters to us over the years.

  Business Response

  Date: 04/23/2024

  Hello,

  This customer ordered through a program that offers deep discounts but does not allow any refunds or exchanges.  The website description confirms the holster he ordered may not fit his firearm.  This holster is not duty rated meaning it is for his personal use and not to be used while on duty.

  We are reaching out to *** ******* to confirm all of this information and offer him a refund or exchange as a customer service gesture.

  We will respond again when we have had a chance to talk to him regrading next steps.

  Thank you,

  *** *****

  Customer Support Manager

  Safariland, LLC

  Business Response

  Date: 04/23/2024

  Hello,

  We spoke to ********* ******* and explained the program that he ordered through normally does not offer refunds or exchanges.  We also explained more thoroughly the fit description on the website and what our recommendations are for **** ***.  

  *** ******* understood the situation.  We have processed are return form so that he can receive a refund for this item.

  We consider this matter to be resolved.

  Please call me with any questions or if any additional information might be needed.

  Thank you,

  *** *****

  Customer Support Manager

  Safariland

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

  Customer Answer

  Date: 04/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  **** *******

  
  

  
  

  
  

   

• Initial Complaint

  Date:11/28/2023

  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.

  Date of transaction was November 4, 2023. I ordered a holster for my Sig ***** with a TLR-7SUB light. They shipped a holster they claim fits it however. The weapon does not fit, and even their packaging states it is for a TLR-7. I have contacted them through their website as per their policy several times. I have called their customer service number for hours and get the same recording over and over, "No one is available to take your call." I have emailed them numerous times, provided them with photos and videos per their email request and then told an "expert" would review the case and contact me withing 48 hours. Well, for more than 48 hours have passed and there has been no communication back from them or their expert. I have now requested a return mailing label and a refund. To which they have not responded. I want my money refunded as I am no longer interested on their product or doing business with them.

  Business Response

  Date: 11/28/2023

  6 days ago the customer was advised to process a return request via the website. He did follow through. A rep has been working with said customer pertaining to the complaint of the holster he ordered. The part numbers on both the ****7 and ****7 sub holsters are the exact same holster. This is when our rep asked for more information to send over to our engineering department for further review. These reviews can take time and research. Customer is being provided a shipping label per his request. 

  Customer Answer

  Date: 11/29/2023

  6 days ago? I immediately filed the return/exchange form on your website as per the return policy that was posted on your website. The first filing was on 11/16. However, I did not receive a response in the 24 -72 hour as stated in the confirmation email you send following my filing of the form on your site. Then I tried to call your business phone number that was included in that same email and NEVER could get into contact with someone. So, I sent an email through your websites contact link on the 20th. On the 21st I received my very first communication from your rep. **** finally asked for photos and other information I found would be helpful. So, I submitted the photos that were specifically asked for via the email. To which I also attached a 40 second video showing that the holster did not fit the ****7sub light. I don't care what your business says, I spoke directly to Streamlight and the ****7 and the ****7sub are not the same lights and have different specs than the other. Therefore wouldn't be compatible. So, regardless of what your engineers say, they are wrong. However, after submitting the photos and the video I was once again told someone would contact me within 48 hours after your 'expert' reviewed the submission. However, once again more than *************************************** again. Therefore of November 25th I sent an email stating I wanted a return shipping label and a refund, and that I would be filing complaints against your business for failing produce the product I clearly ordered correctly and you shipped incorrectly. You failed to communicate, and keep someone updated. Especially since someone was out almost $150.00 and didn't have the item they purchased. Maybe to you $150.00 is no big deal, but I don't pay $5.00 for any product and not get what I purchased. Maybe you should learn how a business/customer relationship works. Because any other business Inhave dealt with exchanges the incorrect product that a customer purchased and received wrong product. If that business doesn't have the correct product, they then refund the customers money. Which is exactly how it should be. Not dragging out a exchange/return for weeks while the business sits and does nothing but keep the customers money. Clearly I am not the first customer you have done this to after finding complaints filed against your business, and reviews online. Which is why Safariland has a "F" rating with the BBB. Should have done better research on my part before doing business with Safariland. 

  However, after filing complaints with the BBB, the ******* Attorney General, and filing several reviews online Momday, November 27, 2023. On Tuesday, November 28, 2023 Safariland decided to email me a shipping label to return the incorrect product to them. On Wednesday, November 29, 2023 I dropped the package off with their product to ****** and about an hour or so later Safariland did issue a full refund. 

  At this time I am done with this transaction, and will consider this closed now as the resolution I was wanting at this point has been done. I just highly recommend to others to not do business with this company.

   Complaint: 20924642

  I am rejecting this response because:

  Regards,

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

• Initial Complaint

  Date:01/10/2023

  Type:Product Issues
  Status:

  ResolvedMore 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’ve requested to return a product multiple times from this company. As per their policy returns are accepted within 30 days of the shipment being received. I have filled out 2 forms requesting to set up a return but this company has not responded in anyway. I would like to set up a return and receive a refund as per company policy.

  Customer Answer

  Date: 01/12/2023

  Please cancel the following complaint. The seller has reached out and resolved the issue. 
  
  Thank you,
  ******* ********
  

  
  

• Initial Complaint

  Date:10/20/2022

  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.

  Safariland Group sent me a defective holster for a Beretta firearm, denied it was defective and then stopped responding to my requests to get a refund. The package had been opened before I received it. It looked like I was sold a used/broken product that had already been returned once by someone else.
  
  My order number was #********** and the holster costs $75.15. I have not been given any return info. I had one phone conversation with a woman at Safariland who implied it was basically my fault.
  
  Safariland has not responded to any emails I sent to their customer support address. I'm left with an unusable item by a company who won't respond.

  Business Response

  Date: 11/02/2022

  Please see attached response.