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Business Profile

Gun Equipment

Cloud Defensive

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gun Equipment.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/21/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On January 31, 2025 I e mailed cloud defensive and asked if they would warranty/ repair my light. ******* ********* responded and said he would look at it. He asked for pictures so I sent him some. That was Feb 14th. So I mailed the light in to cloud Defensive. On march 10th I sent an e mail and ******* said he had repaired it and was going get it out the door to me. On march 21 I still didn’t get a return tracking # so I e mailed and politely asked the status of my light. Then in April I asked them to send my flashlight to me. They will not respond. I just want my light or the money that I paid for it. I have all the e mails and recipe where I sent it to them. Thank you
    ***

  • Initial Complaint

    Date:05/15/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Date of Transaction:
    October 31, 2022

    Amount Paid:
    $239.98

    Business Commitment:
    Cloud Defensive committed to providing a high-quality, full-size MCH flashlight (Flat Dark Earth, EDC Dual Output). When the flashlight malfunctioned, they also committed—under their warranty policy—to repair or replace the defective product.

    Nature of the Dispute:
    I sent the flashlight in for warranty repair after it malfunctioned. The warranty process was poorly handled from the start: after initially responding, the company stopped replying to emails for over six weeks. I sent multiple follow-ups before they finally accepted the flashlight for warranty service. I shipped the item, but again received no confirmation or communication after they received it. I only learned that they shipped it back when I saw a U** notification.

    The return package (*** ********* ******************) was lost in transit. U** conducted an investigation and confirmed the package is unrecoverable. Because Cloud Defensive was the shipper, they are receiving compensation from U** for the lost item (***** ** ***********).

    I followed up with Cloud Defensive and, after more delays, their customer service representative (**** *****) said on May 7, 2025, that they would send a replacement flashlight. I provided my address, phone number, and product preferences the same day. Since then, I have received no further response or shipping confirmation despite another follow-up email sent on May 15.

    Has the Business Tried to Resolve the Issue?
    Only after significant delays and unresponsiveness. They acknowledged the issue and promised to send a replacement, but they have not followed through and have again gone silent.

    Resolution Sought:
    I am requesting that Cloud Defensive either:
    1. Send the replacement flashlight as previously promised, with tracking info and confirmation, or
    2. Refund me the full purchase price of $254.99 if they are unable or unwilling to provide the replacement.

  • Initial Complaint

    Date:04/17/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased a Cloud Defensive light with lifetime warranty in 2022, in 2024 the light stopped working - I've only ever carried it in my pocket, and it has not seen hard use. 10/13/2024 I created a warranty claim, and the company wanted to send a new tailcap. I was agreeable but unfortunately the tailcap did not fix the issue. I sent the light in for repair or exchange shortly after. After months of no contact, I reached out several times before being provided a tracking link for the light 01/13/2025. As of today 04/17/2025 the light has not been shipped and the company has stopped responding to my emails several mo ths ago. They also do not have e a working listed phone number.

  • Initial Complaint

    Date:02/26/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased item jan 21st. Company never sent item and is impossible to get ahold of. I've tried several ways for weeks now. Customer service non existent. Its been over a month now and I just want my money back. 

    Business Response

    Date: 03/13/2025

    This order has been refunded and cancelled on the 3rd of march of this year. 

  • Initial Complaint

    Date:09/09/2022

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 light from this company and when I saw the order confirmation there was an additional $7.60 charged to my credit card for "route shipping protection". This "route shipping protection" charge as the default setting and not a charge that has to be added by choice by the customer. This charge is not clearly indicated while ordering and is a predatory practice to take an additional 7.60 from their customers. I reached out to the company to tell them that I did not agree to the extra charge and they told me that it would not be refunded and that "It's only $7 dollars". They refuse to refund me and mock me in the email exchanges. Please look into this predatory practice.

    Business Response

    Date: 10/17/2022

    Business Response
    Contact Name and Title: **** Director of CS
    Contact Email: ***************@Clouddefensive.com
    The customer and my email chain is attached in its entirety.

    When a high dollar value item is added to the cart, 3rd party shipping insurance is always added automatically. This is due to insanely high number of thefts, and lost packages. All through out the cart and checkout process there is an option to remove this 3rd party service. Several people daily do remove this service. This customer admitted to being distracted while watching TV and ordering online through his phone and admits he missed where the insurance could be removed. Normally we would gladly refund this and then the package would not be covered. However, since the customer said he was going to issue a charge back with his CC provider we decided to NOT provide any refund.

    PLEASE SEE ATTACHED EMAIL THREAD!

    The customer was never mocked and the customer was also offered several resolutions which were denied and a chargeback was said to be issued.

Cloud Defensive is NOT a BBB Accredited Business.

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