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:06/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought a holster many years back (2017 or 2018). When I bought this holster I bought it because of a coworker bragging about the comfort and breathability of this holster. When I went on their website they advertised free shell swaps. They advertised that if you bought a new gun and decided to conceal carry it instead you sent in your shell from the holster and they'd exchange it for the shell for your new gun, free of charge. That ultimately was the deciding factor. Now in 2025 I finally decided to carry a different gun and emailed them to see how to go about the shell swap and they told me they ended that program. I feel it was false advertising and bad business if you offered that and quit honoring it. I understand if they want to quit that program but the customers who bought when that was advertised should be grandfathered in or paid out. Instead I had to by a new shell from them or my holster was useless.

• Initial Complaint

  Date:02/06/2025

  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.

  Order AGH18243, 11/29/24 *Ordered a Shapeshift Shell for optic-capable (but not optic-equipped) handgun, and received a product that has a built-in optic cover, rendering it unusable for my application.*Verified that there was no mention of an optic cover on any product description, product image, drop-down menu, or blog post.*Contacted CS rep ******** for exchange to non-optic capable Shell model, charged $10 fee. I asked if the fee could be waived after *** confirmed that the implementation of an optic cover is not specified anywhere on their site (I have multiple Shells for other guns, and none of them have an optic cover). She declined, blamed me, saying and "it is your job to know what you are ordering" and it is not our job to cover the cost for a return when we did not order the incorrect item. I ordered the correct item that matched my handgun. How am I supposed to know that this Shell model includes an optic cover when it is never stated or shown on their site?? My model is red dot CAPABLE, not red dot EQUIPPED. Its absurd to tell a customer that the only way to know what the product is would be to contact customer service before ordering.There are four ways this could have been avoided: 1. Note in the product description that any optic-ready models will have an extra optic cover automatically. 2. Include a product image that shows a weapon with an optic on it, which would also show the optic cover. 3. When selecting an optic capable model from the drop-down menu, add a parenthetical that states it will include an optic cover (in order to distinguish it from the non-optic model on the list). 4. Add a second drop down menu after selecting an optic-capable model, with an option to specify whether you have an optic equipped or not.Blaming the customer for the site's shortcomings is absurd. Having a hyper-defensive and salty CS *** adds fuel to the fire. Without a refund of this fee, I'm never buying from AG again. It's the principle, you guys. Come on.

  Business Response

  Date: 02/13/2025

  Thank you for reaching out and we appreciate your feedback.  It is understandable that this has been a frustrating experience.

  Regarding our offerings, we have hundreds of different holster offerings with only a few set photos that do not alter with the firearm selection. The page does not reload to reflect different photos for each selection. Every optic enabled firearm we offer will specifically state that it is with optic or with MRDS or in the case of Springfield specific offerings *** or Optic Sight Pistol. Because we have a mix of weapon attachment compatibility across our product lines, we are specific in the line-item description of what is accommodated. The first offering in the ShapeShift Shell for Springfield is the Springfield Hellcat, which is followed by Springfield Hellcat ***.  While there are a few Hellcats out there that do not have an optics plate at all, there are many more that do and that is a fairly common industry standard to use *** as the designator for optic covers or cuts for Hellcat and XDm models.  It is the *** that is generally accepted as the indicator of an optics compatible holster.

  
  It can be difficult to navigate the many variants within firearm models and attachments when holster shopping and understand that there are many confusing aspects to identifying the correct configuration.  We appreciate the feedback.

  Customer Answer

  Date: 02/15/2025

   
  Complaint: 22909806
  
  I am rejecting this response because: I understand the *** designator. But this designator does not mean it comes with an optic. It means it CAN. Your explanation would make sense if an MRDS was a permanent feature, but it is not. If there was any difference at all for the shell, I would have assumed it was optic cut, if anything. That's the only holster format I've ever seen across any other brand (Crossbreed, etc). They don't have an optic cover, they just provide extra space (especially because optics are different sizes, and there's no guarantee your cover will accommodate all of them. Ultimately, that's a feature I would have wanted, in the event I decided to put an optic on later, and still wanted it to be compatible. That's why I ordered the ***, just in case. It's totally fine that AG does their optic-capable models differently from other brands, I'm just saying that it's not fair to provide no indication of any kind that this is how the product looks. I understand that you can't provide a picture of every shell you offer. But it stands to reason that there should be at least an image of a weapon with an optic on it, so that the customer knows how an optic-capable holster comes equipped, since it is different from your other holsters. It misrepresents the product when you don't show or disclose a substantial difference in design. If my $10 processing fee is refunded, I will rescind my complaint.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/14/2025

  Thank you for reaching out.  
  
  You do make a fair point.  We'll issue the refund for the exchange shipping and handling fee as well as escalate this to our marketing department for consideration.
  
  Thank you again and have a great day!

  Customer Answer

  Date: 03/14/2025

   
  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:01/02/2025

  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.

  On September 1, 2024, I placed an order with this business for a holster. My credit card was charged $76.70. I never received an order confirmation email and the order was never received. It was an "out of sight, out of mind" thing. When I remembered that I had ordered this and double checked my credit card record, I reached out to the company and asked them about this. Their final answer was that their system had been updated in October 2024 so they could not see any orders prior to that as they had been "archived".This order was placed under my name and my email address, so nothing differed.

  Business Response

  Date: 02/03/2025

  Hello *****,

  
  Apologies for the confusion regarding your order.  While it is accurate to say that with our new system upgrade all previous orders were archived, we do have a record of your purchase.  Invoice, email confirmation, shipment information and tracking delivery confirmation were provided to you in the email thread from January 2nd. The email associated with the order matches your contact email address, so it is possible the original order confirmation and shipping confirmation landed in the spam folder.  These are automated messages that are sent with order placement and again when the order was fulfilled, so we are not sure why you wouldn't have received them. The order was placed on August 31st, shipped on September 6th with delivery confirmation on the 9th. 

  It is requested that you file a claim with the carrier as we had completed and shipped the order but you never received it.  The "report missing package" function on the tracking page, which was linked in our response, will walk you through the process. 
  
  We apologize for the initial confusion on what you were needing when you had reached out to us early January. If there is any additional information that was not included in our response, please let us know and we'll be happy to help.
  
  Thank you!

• Initial Complaint

  Date:12/27/2024

  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.

  My mother in law purchased holster for me on their website based off the product description and photos. She purchased the Sig ***** M17 option which when selected shows a molded section for a red dot optic. Nowhere in the description does it say if it is or is not optic ready. It only states it is "combat cut" but nowhere on their website does it say what combat cut means. Upon receiving the product, the item was not as depicted on their website. Alien gear refused to pay for return shipping for this deceptive advertising. I informed them that had I known there was no optic cutout the would not have been purchased. They then follow up by saying that the pictures are not an accurate representation of he holster but no where on that product page does it say that. Any normal consumer would assume that when they select the option and the page reloads and the pictures show up, that would be a photo of the item selected unless specifically stated otherwise. Alien gear refused to acknowledge any wrong doing or deceptive advertising and refused to pay the $10 in return shipping due to this. I do not believe that as a consumer who was mislead on a product should be responsible for return shipping due to false/misleading/deceptive advertising.

  Business Response

  Date: 02/03/2025

  Hello ***********,
  
  Thank you for reaching out.  We understand that this has been a process for you and apologize for the confusion.  To elaborate more on the combat cut, it is the absence of material around the grip of the firearm to make it easier and faster to draw by ensuring a full firing grip on the handgun.  The combat cut is not related to the shell.  
  Regarding our offerings, we have hundreds of different holster offerings with only a few set photos that do not alter with the firearm selection. The page does not reload to reflect different photos for each selection. For example, the Cloak Belt Holster for Sig ***** P320 product page does have light bearing options in the selection, but the photo does not change to show the light bearing options.  Every optic enabled firearm we offer will specifically state that it is with opticor with MRDS or in the case of Sig specific offerings with RomeoZero, just as the weapon lights are specifically listed with the make and model of what it fits as well as any other descriptors needed to identify the appropriate model we holster. Because we have a mix of weapon lights, optics and laser accommodation,we are specific in the line-item description of what is accommodated. To have each product specifically state what it does not fit would very likely add to the confusion rather than mitigate it. It is a common industry standard to either list whether a holster has an optic cut specifically or have an optic cut option within drop downs. Since we do not use a drop-down box to select an optic cut option, we post it in the description for the products that support optics.
  Our ******************************** exchanges can either go through the returns portal for the paid label subject to the $10 shipping and handling fee.  Alternately, if a product is returned without the paid label, a full product refund will be issued without the fee, minus original shipping. 
  
  While we understand that this is not the desired outcome, we wish we did have an optic cut option for your M17 within our Cloak Series that we could assist in facilitating an exchange.  If you would be willing to check out our Photon Series, we can issue a refund to the original payment method for the price difference and provide a shipping label to get you into something that would accommodate your optic.

  
  Thank you for taking the time.

  Customer Answer

  Date: 02/03/2025

   
  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. If you can please email me at ***************************** to further discuss this exchange I would appreciate it. I would be satisfied with just an exchange of the cloak belt holster for a photon holster with no refund issued as long as the return shipping is paid for. If I can do the exchange for the photon holster for the Sig M17 with the TLR7x option please. 
  
  Sincerely,
  
  *********** *******

• Initial Complaint

  Date:05/16/2023

  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.

  I ordered the ShapeShift 4.0 IWB Holster, for the 92FS and received the weapon that had already been put together, by someone at the factory, however it was put on wrong making the weapon holster completely inoperable and obsolete, I have tried talking to their customer service on multiple occasions and have a ticket open with them, to no prevail, all I want is my money back and Ill send it to them including shipping.The photos will show how the weapon is and how its messed up

  Business Response

  Date: 05/25/2023

  ***********,

  After speaking with you we did determine that your variant of the equipment you have will not be compatible with our product. We appreciate you giving it a try and have issued a refund as per our policy. We wish you good luck finding a product that will meet your needs. Thank you. 

  ****************** | Director of Customer Service
  **********************, LLC.
  Direct: ************** | ***************** **************
  **************************************************************************
  
  

• Initial Complaint

  Date:04/30/2023

  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.

  Items purchased received and unopened unused. Not the right ones. Returned. Didnt get full refund. No one answers phone or responds to emails. 3 weeks of trying.

  Business Response

  Date: 05/01/2023

  Hello ****************,

  I do apologize for any confusion. We did receive the full holster and the Appendix carry Expansion pack back. However, we did not receive the free mag carrier back and it has a price of $19.88. Since that was not sent back we did refund $85.25 of the $105.13 which is a total refund of the order minus the $19.88 for the Mag Carrier. If you would like to return that Single Mag Carrier, we would be happy to issue another refund.

  Our records show that you placed the order on March 31st and that it shipped April 1st and arrived to you April 11th. Our records then show that we approved a Return Merchandise Authorization on April 14th and that we processed the return and the refund for $85.25 on April 26th. I am not sure why you had a hard time reaching us beyond we were a little short staffed last week due to illness and that resulted in some spikes in the phone queue. We are open from 5am to 6:30pm PST to phone calls. We are also able to talk via Chat and Email though it can take us **** days to respond to emails with current volume. 

  I hope this helps clarify why you were not issued a full refund and we are happy to help if you have any further questions. Thank you and have a nice day. 

  ****************** | Director of Customer Service
  **********************, LLC.
  Direct: ************** | ***************** **************
  **************************************************************************

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 20001232
  
  I am rejecting this response because: ******* holster was included. Pictures were provided to retailer showing that. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/03/2023

  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.

  I placed an order on 3/21/23 with Alien Gear for two items:Rapid Force Duty Holster - $219.88 ShapeShift Holster, Core Carry Pack - $125.76 The order shipped on 3/22/23 from what I can understand from the *** tracking. I had tracking for ***, USPS and Mail Innovations (whomever that is). This package came to my post office in ************ three times before it was finally delivered. I could not get anyone to answer any questions from Alien Gear and they didn't seem to care. I finally spoke with someone at the *********** who said the label had been partially ripped off and that caused an issue between the three delivery companies and I do not understand that because the tracking should have my address and the tracking was not ripped off. It looks like they finally figured it out and put a makeshift label on the box. When I finally got my order, I only received the ShapeShift Holster, Core Carry Pack and I did not get the Rapid Force Duty Holster. Nobody can give me any information on this item. You can see in the photos that there was one box and only one item would fit in it. I will attach my order, tracking and photos of the box and one item received. **************** is a joke with this company because nobody responds or picks up the phone. At this point, I am ready to sent this one item back and I want a refund for the entire order since I did not receive the first item. It is highlighted on the invoice and I have no idea why and it looks like they are saying it shipped but it sure isn't in the shipment or box shown in the photos. I'll send the item back that I have in my possession and I'll never do business with this company again. I've waited months to purchase a holster for my Sig M18 and I totally regret ordering from this company since they are ripping me off. They came highly recommended in an article that I read on the web. I'll be sure that everyone knows that article is false. Thanks for supporting your military!

  Business Response

  Date: 04/10/2023

  **************,

  I do apologize about the less than smooth experience. With that said, it sounds like we have been in touch by phone and email since, and we have agreed that, since it has arrived already, you will give the Core Carry Kit a try and, since we missed the Rapid Force Duty holster, we have refunded that part of the order. We have been working to keep caught up with emails and have an auto response email letting customers know that it could be **** days before we can get a response out. We are working on some projects that will hopefully help reduce that time. We do not turn the phone on on the weekend and are not here Sundays. This resulted in a longer than preferred response time.

  We really appreciate the chance to make it right and if you have any further needs or questions. Thank you. 

   

  ****************** | Director of Customer Service
  **************************.
  Direct: ************** | ***************** **************
  **************************************************************************
  
  

• Initial Complaint

  Date:11/30/2022

  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.

  Several things here. Alien Gear was and is currently advertising a free magazine holder with any holster purchase. There are no further disclaimers posted. Alien Gear like many other websites offer a first responder discount which is appreciated and admirable. However, they didnt mention that if you check our using ID.ME you are not welcome to the free addition. Which in hindsight sure that makes sense but I do feel they should have mentioned that. Complaint two like another consumer mentioned. I paid for two day shipping and even with the holiday off it wound up being delivered way beyond that. Than I tried to contact alien gear immediately and the response took longer than the industry standard. Then my follow up response went unanswered. I havent felt the need to make a complaint against a company in this manner however this time I do feel as though Alien Gear dropped the ball on this order. The customer service is unresponsive and a terrible standard for the industry they serve. As an instructor I am often approached to make suggestions on holster choice. I will not be recommending Alien Gear.

  Business Response

  Date: 12/01/2022

  ********************,

  It was not our intention to mislead you or any of our customers. Unfortunately the ability to stack discounts is not something we can offer and perhaps that could be made more clear. I will forward this on to our marketing team and ensure they are aware of the confusion caused. I hope you can accept our apology for any lack of communication though it is very common for companies to not stack discounts.

  As for response time we are working as hard as we can to get to all interactions. With this being a very busy season we have had some emails go a little longer without reply. I am seeing that you emailed us initially on ***** and you got a response on *****. You then responded to us on ***** and a new order for a free mag carrier was sent, gratis on *****. I apologize that this took 10 days. Last week having been Thanksgiving, a day we all spend with our families and thus no emails are responded to, followed immediately by Black Friday and Cyber Monday, due to interaction volume we did take a couple extra days to respond but it does appear we did the right thing and got you set up with a free mag carrier on *****. That order should ship by next Monday ****. We appreciate your feedback and hope this resolution is adequate.

  In respect to the shipping time we offer a variety of options in the hopes to provide a shipping solution that meets our customers needs. With that said I see you placed your original order on ***** and it shipped on *****. I am also seeing that it took 7 days (the first day, *****, does not count as *** must still pick up the package and get it to the airport) and that is pretty long but I am certain this is due to Thanksgiving being the same week coupled with it being the height of shipping season. We cannot dictate how long a shipper takes to deliver and sometimes unforeseen issues can come up. We will make sure that *** is aware of this instance in the hopes that they too can improve from your feedback as well. As far as what we can do, I have refunded the $12 you paid for second day air as the shipping did not meet it's promise.    

  If you have any further questions Please feel free to reach out to us. Thank you for your service and have a happy holidays. 
  
  

  ****************** | Director of Customer Service
  **********************, LLC.
  Direct: ************** | ***************** **************
  *************************************************************** *****
  
  

• Initial Complaint

  Date:07/30/2022

  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.

  On July 20th, 2022 I placed an order with Alien Gear for an holster. I paid for the 2 day *** ground shipping. I received an email confirmation that the holster would be shipped on July 23rd. I was ok with that, believing the holster would be here by July 25th. Fearing that some porch pirates stole the package.. On July 27th I called to inquire about the holster, the representative informed me that the holster was just about to be packed ** in about 2 days, and then shipped out and would take an additional 2-3 days to ship to my address. I demanded a refund at that point since I was leaving town and wanted to have my holster there to travel with me. So what should have been a 3-5day transaction was turning into a 12-14day transaction. Ive left a message to be contacted by a manager. I received a message that a manager would contact me and Ive yet to be contacted. -in the confirmation email the day please allow 5-8 business days from time of order. However when placing the order there was no mention that the process would take that amount of time. If this was written prior to ordering, I wont be under the impression the process would take 2-3 days. The shipping process is misleading.

  Business Response

  Date: 08/05/2022

  Hello **************,

  We do apologize that your order did not ship as quickly as expected. We understand that you were depending on the quoted lead time estimate to receive your product before you went on a trip. With that said we do mention in the confirmation email that we hand build these holsters to order and there are times when our order volume fluctuates and those dates can move a little. It is never our intention to misinform or be dishonest to our customers. 

  When you called in and requested that we cancel your order, we offered to expedite your order and get it built and ship it ASAP. Unfortunately you declined this offer. So we canceled your order and refunded your money as per our "no questions asked" policy. I also called and left you a voicemail and would love to speak with you to discuss this further. Again we apologize that we did meet your expectations and I hope to get to speak with you to see if there is a better resolution beyond the full refund we have already issued. Thank you. 

  Maxwell W. | Director of Customer Service
  **********************, LLC.
  Direct: ************** | ***************** **************
  *************************************************************** *****