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:04/26/2025

  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.

  Very deceptive company. I ordered on the 6th of April ***** ##****** 3 items all of which i asked to return. They only approved one of the items to return which I paid for and here is the tracking **** ********************** . I wanted to add this tracking so everyone can see how this company operates. Knowing from the canned responses ive been getting from them and the fact they are refusing to take the 2 T shirts back I knew there would be a problem with their shipping instructions. On my phone updates its showing the package as not being accepted at the location, that they will try during business hours next business day. I am in hopes they actually accept the package and then I can work on the 2 t shirt return case with the credit card company. They are stating because those 2 t shirts were discounted a couple of dollars each that there are no refunds on them. Extremely deceptive so I am expecting the worst with the current return. You have to open a case with the BBB for this company. They not only made me pay return shipping but they also made me pay a restocking fee of $5.00. They claim to be an **************** which is shameful for this kind of service.

  Business Response

  Date: 04/28/2025

  Good Morning-

  
  Thank you for providing the tracking information for everyone to review. As shown, **** attempted delivery on a Saturday a day our facility is clearly marked as closed which naturally resulted in **** noting they would reattempt delivery on the next business day.
  We appreciate you highlighting this for the BBB and making it clear that the delay in the package being received was not due to any refusal on our part, but rather a timing issue with **** attempting delivery outside of business hours.
  As previously communicated, the two t-shirts you are attempting to return were clearance items, which are final sale per our posted policy at checkout and on our website. Discounted clearance items are not eligible for returns, refunds, or exchanges, as clearly stated.
  Additionally, you were only charged a standard restocking fee for the one eligible item you were permitted to return a fee also disclosed in our return policy. Both the return shipping cost and the restocking fee were outlined at the time of your return request and are standard practice in eCommerce.
  We stand behind our policies, and we are proud to be a veteran-owned **************** that operates with transparency even when some customers may choose not to read the return terms before purchasing.
  Thank you again for providing further proof that the issue at hand lies with timing and policy expectations, not with any wrongdoing on our part.

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23254416
  
  I am rejecting this response because: First off the return is not yet completed so although they state they will receive the package today, they have not yet taken receipt and due to other complaints of similar circumstances, the case is not complete until this return and the 2 t shirts they claim were not returnable. I have an email from them stating that they could have been clearer which means they were not clear when they sold the shirts. I would never purchase a shirt online not knowing if they are China sized or not, I would never purchase any final sale online without returning. It was not clear and I need a return on the 2 t shirts as well. But we are still working on the first return which was sent over 1 week ago. Not only do they need to take receipt, but they also need to refund. This company can not be trusted in any way shape or form. Enclosed the email which states they could have been clearer in their non return policies which are not listed on the individual items for sale. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 04/28/2025

  Thank you for your response.
  To clarify again: per the product pages for the items you purchased, the shirts were clearly marked as "sale." Directly under the "Returns & Exchanges" section on each product page, it is clearly stated that clearance and sale items are final sale and not eligible for return or refund. This information was fully available at the time of purchase and prior to checkout.
  For your reference, I have attached screenshots directly from our website that clearly show the items were marked as "sale" and that the return policy for clearance and sale items was clearly disclosed on the product pages.
  A refund will be issued for the eligible item(s) once the return is received and processed, as is standard procedure.
  While we appreciate your concerns, our policies were properly communicated and made available at the time of your purchase. Stating that you would "never purchase a final sale item online" does not alter the terms that were clearly outlined.
  Again, a refund will be issued for the eligible item(s) once received. The clearance sale items will not be refunded per our posted policies.

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23254416
  
  I am rejecting this response because: First off the initial return has not been accepted yet in the delivery status, nor has a refund been issued. We also reject the hidden nonrefundable disclosures. It was shady and we will fight this both here and in the credit card. When something is listed as important as non-returnable it should say it right in the product description, not hidden in the terms somewhere that nobody reads. So, to clarify why this case cannot be closed yet is #1 we have not yet received a refund on first item and there is zero trust on their word. I am anticipating more hidden fee's on the first return. When they actually process the return which has not happened yet (which I paid to send the return back the same day they approved it), we can move on to the second part of the complaint. 

  #2 is we disagree with the non returnable disclosure as it was hidden and not disclosed on the individual item. The store is making trying to get away with not refunding by discounting an item a couple of dollars, not clearance priced. These 2 t shirts were purchased at slight discounts not clearance. Clearence is usually marked down 50% or more. This is deceptive. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/16/2025

  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 ordered a hat. I'm 58 160 lbs. I've been wearing hats my entire life. What I received was a Childs hat. I emailed the company telling them this and they reply with all of our hats are the same size and their will be a 5$ restock fee. The hat says Hoochie daddy why on gods green earth would any one make that for children??? I could trade for a t-shirt but I'm not confident ill receive an adult size.

  Business Response

  Date: 04/17/2025

  Hi *******,
  We appreciate you bringing your concern to our attention.
  To clarify, the hat you ordered is an adult unisex product made in a standard sizenot a childrens hat as stated in your complaint. This style, along with the rest of our headwear, is worn by thousands of adult customersincluding many veteranswithout issue.
  That said, we understand that fit can vary, and we also recognize that, in rare cases, there may be manufacturing issues that affect how an item wears. As a courtesy, weve waived the $5 restocking fee and will be providing a prepaid return label so you can send the item back at no cost. Once we receive the return, a full refund will be issued.
  We stand behind the quality of our products and remain committed to resolving customer concerns professionally and fairly.
  Thank you,
  **********************start="979" data-end="982"> Combat Iron Apparel Co.
  

• Initial Complaint

  Date:02/14/2025

  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 product from Combat Iron Apparel on 27 Jan 25 with a ship date of 31 Jan 25. It has been lost in mail since 5 February in ************, **. I messaged Combat Iron on 12 Feb 25 inquiring about the product and requested a refund. They stated that it was held up by weather. There has not been any inclement weather in ************ from 5 Feb 25 to 12 Feb 25 and the tracking never stated anything about weather. I believe this a simple minded tactic used so they attempt to not be responsible for using subpar shipping methods. I have received all other mail and packages sent between the dates of 31 Jan 25 and 12 Feb 25. I have requested a refund twice and have been ignored by the company other than the first response from them blaming non-existent weather.

  Business Response

  Date: 02/17/2025

  Good Morning- 

  Thank you for bringing this matter to our attention. We sincerely apologize for any delays in responding to your inquiries. We recently expanded our team to better assist our customers, and we regret that your concerns were not addressed in a more timely manner.
  We understand how frustrating it can be to experience shipping delays, and we appreciate your patience. A missing mail claim has been submitted on our end to investigate the situation further. In the meantime, we would love to offer you a replacement order, which we can ship via *** to ensure a more reliable delivery experience.
  Please let us know how youd like to proceed, and we will make it right as quickly as possible. Thank you for your support, and we appreciate the opportunity to resolve this matter.

  Customer Answer

  Date: 02/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of shipping a replacement product via UPSis satisfactory to me
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/05/2025

  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 ordered a mens hat from combat iron apparel. It took a a few emails to them asking when it will ship. After 10 days, they finally shipped it to me. Upon receipt of the hat, it was noticeably way too small. More like a hat for a child. When I emailed them to ask about a return and a refund, I was told I have to pay shipping and a restock fee. I feel like this should be on the manufacturer since the size is not correct that they advertise. As a 20 year military veteran myself, it is a huge disappointment when a company advertises being Veteran owned and does not take care of their fellow veterans

  Business Response

  Date: 02/05/2025

  Good Morning-

  We appreciate your feedback and your service to our country. However, we want to clarify a few important points regarding your recent experience with Combat Iron Apparel.
  
  Shipping Timeline: Your order was processed and shipped within the timeframe outlined on our website. While we understand your eagerness to receive your item, our team responded to your inquiries and ensured your order was delivered.
  
  Product Sizing: Our product listings provide clear sizing details to help customers make informed decisions before purchasing. We regret that the hat did not meet your expectations, but the dimensions are standard and accurately represented. 
  
  Return Policy: As stated on our Returns & Exchanges page, customers are responsible for return shipping and applicable restocking fees. 

  Veteran-Owned Commitment: Being a veteran-owned brand does not exempt us from running a structured business with clear policies. We proudly support veterans through our work, community involvement, and product designs. However, being veteran-owned does not mean we operate without standard policies in place.
  
  While we understand your frustration, we stand by our policies, which are clearly communicated before purchase. If you'd like to proceed with your return, our team is happy to assist within the guidelines outlined on our website.

  
  

• Initial Complaint

  Date:09/19/2024

  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.

  I placed an order with Combat Iron Apparel on 09-13-24 with the understanding that the items were in stock. Their website said 4-5 days for shipping. I have not been provided with a tracking number, they have not responded to an email to their customer service requesting an update. There is no phone number listed. I have checked via their portal on the order status and all it says it that it is being worked on. This order was for 2 hats. They either have them or they don't. If they don't have them I wish to cancel the order. A response from them would be appreciated. It seems like this is a common theme with them, delays in shipping and no response from customer service.

  Business Response

  Date: 09/20/2024

  Hey there- 

  You spoke with one of our customer service **** yesterday afternoon regarding your order so I'm not sure why you are stating that we do not have a phone number listed anywhere. The order had already been shipped out within our 4-5 business day timeframe ( this does not include weekends as we are closed ). However, per your request yesterday your order was cancelled and the refund notification was sent to ********************** yesterday at 4:23pm. I attached a screenshot for your reference. Also, due to lack of staff please allow ***** hours for email inquiries. 

  Please let me know if you have any further questions. 

   

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22307836
  
  I am rejecting this response because: Yesterday I had to dig through the internet to find a phone number for them as one was not listed on their website.  I actually found their phone number on a BBB post.  I sent two unanswered emails.  They only sent a shipping notice from **** after the BBB filing and after the second email.  The notice was only for a label being created.  Poor customer service and deceptive practices is why they have a D- score according to BBB.  The complaints are very consistent.  I will not be satisfied until the refund hits my credit card.
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 09/30/2024

  Hey there- 

   

  Our number is listed on ****** when searching Combat Iron Apparel. Your unanswered email was replied to within 48 hours advising that your order was cancelled per your request. You requested a refund via email and phone and that was already submitted. Please let us know if there is anything else we can do for you. 

   

  Thank you

   

   

• Initial Complaint

  Date:04/01/2024

  Type:Sales and Advertising 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.

  This complaint is solely regarding the lack of any communication back when the company has been sent emails from me to the listed customer service email address. I have given more than ample time for responses, only to never get responses back. On three separate occasions, I initially sent an email requesting the ability to update my account to a new email address since their website does not allow a customer to do so. I don't know why you wouldn't allow customers to update their phone and email addresses as those thing can (and sometimes) do change. I never received a response back. I sent follow up emails from the address I have on the account as well as from my new email address requesting to remove my account and information entirely from their website due to an increase in data breaches across multiple sites and my desire to reduce my online signature presence with unnecessary accounts. I have received zero response back from the company. This falls in line with never getting responses back when orders hadn't shipped and requesting updates. It should not be this difficult to contact a company and get a response. I don't quite understand how you can promote you respond and have customer service but never reply to a customer.

  Business Response

  Date: 04/03/2024

  Hey there- 

  We received 1 email from you regarding deleting your account with **********************. Those accounts have been deleted. I looked for other emails under your name and as stated previously only 1 email populated requesting to delete your accounts. 

   

  Please let us know how we can further assist you.

   

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21512829
  
  I am rejecting this response because:

  I just checked to ensure accounts associated with both emails had in fact been deleted. However as attached pictures show, both accounts are still there and I was able to log in, see all my personal information and order history. If deleted, I shouldnt be able to do any of that. 

  Sincerely,
  
  ***************************

  Business Response

  Date: 04/04/2024

  Hey there- 

   

  Your accounts have been deleted. Unless you resubscribe or create a new account you will not be receiving any further communication from Combat Iron Apparel. 

  Thank you.

   

  Customer Answer

  Date: 04/05/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/21/2024

  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.

  Placed an order on March 9. March 18 order was received by **** but acceptance pending by March 21. Reached out to company. Company told me to file a claim with insurance they forcibly sold me when purchasing.

  Business Response

  Date: 03/25/2024

  Hey there- 

   

  We apologize that you have not received your order. The shipping insurance is something that you can opt out for at checkout. The claim has to be submitted by the customer which is why we sent you the link with simple instructions on how to do so. I apologize that this seems to be a inconvenience for you. Good news is that your package has made shipping progress and the package is expected to arrive today. 420394299300110570803006625617

  Please let us know if you need additional assistance. 

   

• Initial Complaint

  Date:03/04/2024

  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.

  I ordered $147.17 worth the shirts from this company and they did exactly what all the complaints I see on here. They sent a fake tracking number and proceeded to keep my order and not send it out. I have sent emails to try and get this resolved, and have yet to have a single response back. I want a refund immediately. Very misleading website, and with no phone number to call, it makes it even more convenient for them to do this to you. Can something legally be done about this?

  Business Response

  Date: 03/05/2024

  Hey there- 

  You emailed in on a Sunday outside of business hours then again the following Monday 3/4 giving us no time to reply to your messages. 

  We do not give our "fake" tracking numbers. All of our packages are shipped out in the order they are received, we cannot control any lost or delayed packages as well. 

  Please give your tracking until Thursday to see if it updates, if it does not we will submit a claim with **** and send out a replacement

• Initial Complaint

  Date:01/15/2024

  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.

  I placed an order on 1/5/24. The message on page said it would ship within 3 to 5 days. I received email from them saying order was shipped within/11 Ive been tracking and it shows that **** still has not received from company to start tracking. I emailed them and messaged them on fb as this is where I found them. Now after reviewing it looks to be a common issue. Very disappointed in a company that claims to be veteran owned. I purchased from them for this reason. I either want the merchandise shipped or a refund.

  Business Response

  Date: 01/16/2024

  Hey there- 

   

  Your order confirmation shows that we are shipping orders out within **** business days due to volume. We shipped the order out within our current timeframe. I attached the confirmation email that was sent when the order was placed. **** currently has possession of this package. Due to the Holiday yesterday I would give **** another day or so to scan your package it at their facility. 

   

   

  Customer Answer

  Date: 01/16/2024

  I received a their response, however I have attached a screenshot of what their website says. Also the tracking number they provided on the 11th and today is the 16th and shows still not departed. Poor customer service will make me a non repeat customer. As Im sure from many of these complaints it will be the same. Im asking for a refund please. Ill take my buisness elsewhere.

  Business Response

  Date: 01/22/2024

  Your shipping confirmation that was sent to you advised that due to Holiday volume shipping timeframe was extended. Your package also has been delivered as of the 19th as well. 

   

• Initial Complaint

  Date:01/10/2024

  Type:Delivery 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.

  Ordered a hat on 12/22. As of 1/8 (17 days) still has not shipped and Ive emailed the company twice with no response. Even with a holiday 17 days to ship my hat after payment is not acceptable. Will I ever get my hat?

  Business Response

  Date: 01/15/2024

  Hey there- 

  I checked the tracking and your order was delivered back on the 11th. 420189019300110944102793706303

   

   

  Customer Answer

  Date: 01/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that it's more than satisfactory to me.  In fact, I received the item I purchased and absolutely love it.  My issue was that after my order was confirmed nothing happened for almost two weeks.  I was burned twice last year buying hats I never received, which led me to file this complaint to see whether this seller is legitimate.  Thankfully, this seller responded and sent me the item I purchased (Teal Pineapple Express hat).  The hat is awesome, and I already ordered another/different hat from this seller.  This time I know going in that processing and shipping from this seller may take a while.  But that's ok based on the quality of their hats.  Perhaps the seller could consider managing customer expectations a bit better about the actual processing/shipping times.  Otherwise, I'm a satisfied, and now a repeat, customer!       
  
  Cheers,  
  
  ************