Complaints

This profile includes complaints for Byrna Technologies Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Byrna Technologies Inc.

  300 Ballardvale St Andover, MA 01810-5929

  
• 

  Byrna Technologies Inc.

  100 Burtt Rd Ste 115 Andover, MA 01810-5915

  
• 

  Byrna Technologies Inc.

  2033 Kelsey Ct Fort Wayne, IN 46818

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:06/29/2025

  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 recently purchased a Byrna non-lethal gun, and my experience has been quite disappointing. The in-store advertising claimed that the gun's power was over 400 feet per second, but the instructions at home stated it was actually around ******* feet per second, which was the first letdown.I also invested in additional accessoriesfour extra magazines and a thousand rounds of ammunitionso I was really committed to making this product work.Unfortunately, after a week, the gun only fired a single shot properly, and when I tried to use it again two weeks later, the CO2 canister exploded inside. I tried replacing the CO2 multiple times, but the gun malfunctioned repeatedly, and eventually, the bolt that holds the CO2 stripped out **************, I'm left with a non-functional product and a lot of extra accessories that I cant use. Overall, it was definitely not worth the investment, and I wouldn't recommend it based on my experience."

  

  Business Response

  Date: 06/30/2025

  Byrna appreciates the opportunity to clarify the concerns raised in this complaint.
  
  In regard to the advertised velocity, the "400 feet per second" figure refers to the velocity of the first full-power shot, while the 320 fps listed on the package reflects the average velocity of the first 10 shots. Both values are accurate and consistent with standard testing protocols; they simply measure different aspects of the products performance and are not meant to be misleading.
  
  The operational issue described may have stemmed from improper installation of the CO2 cylinder. When the CO2 cap is not secured correctly it can damage the internal seal. This may result in immediate leaking or malfunction during subsequent use. If the cap is overtightened, the CO2 cap tool may become stripped.
  
   Byrna provides detailed guidance in the Owners Manual and in the Quick Start Guide on proper CO2 installation to help prevent such occurrences.
  
  It's also worth noting that prior to filing this BBB complaint, the customer had not contacted ********************** directly through the companys customer support channels. While product malfunctions are rare, Byrna is committed to standing behind its products and has a track record of resolving issues swiftly when customers reach out for assistance.
  
  Following receipt of this complaint, Byrna proactively contacted the customer to offer support and help bring the matter to a resolution.

  Customer Answer

  Date: 06/30/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  Thank you for the reply. However, Byrnas explanation does not adequately address my concerns. The advertisement prominently features the 400 feet per second velocity as a selling point, which gives the clear impression of consistent high-power performance. Buried information about a much lower average velocity of 320 fps on the packaging does not excuse what amounts to misleading advertising. Consumers reasonably expect the advertised FPS to reflect realistic, sustained performancenot a single shot under ideal conditions.
  
  Furthermore, blaming the malfunction on CO2 installation issues is not acceptable. I followed the setup instructions and handled the unit exactly as directed. I reviewed both the Quick Start and Owners Manual. Despite that, the CO2 exploded internally during normal use. This is not only unacceptableit is dangerous. A self-defense tool that malfunctions under pressure is worse than useless; it could put the user in greater danger by escalating a situation without offering real protection.
  
  If Byrna is truly committed to customer safety and satisfaction, I expect a full refund or a replacement with a product that performs as advertised and operates reliably.
  
  Lastly, I did reach out to Byrna by way of a customer review, where I explained that the unit had broken. I never received any follow-up or email response from Byrna after that. To claim that I never contacted the company is inaccurate. I only filed this complaint after receiving no support or resolution through that initial outreach.
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 07/03/2025

  Byrna has reached out via email with instructions for the customer to receive an *** label to have their launcher sent in for repair. 
  
  Per Byrna's return policy, we will repair the launcher for the customer. Their launcher is not eligible for refund or replacement. (While extremely unlikely, if Byrna is unable to repair the launcher, a replacement would be sent.)
  
  Byrna would like to reiterate that the CL launchers are capable of hitting 400fps and some even exceed this number. This specification being listed on our site is true and is not an attempt to mislead anyone. All CO2 powered devices will begin to shoot slower as the CO2 begins to run out. 
  
  Byrna has no record of any communications from this customer in our system except for this ******************** complaint. Byrna does use a 3rd party system that processes reviews however the review system is not the correct place for a customer to reach **********************'s ****************************
  
  *********************** customer service is highly responsive. ********************** **************** can be reached by email at ******************************* or call ************. Emails are typically answered within one business day, and calls are handled in real time. After-hours voicemails are returned the next business day. Live Chat is also available on ************************** during business hours for urgent support.
  
  Byrna encourages the customer to follow the instructions in the email they were sent in order to receive a prepaid shipping label to send the launcher in for inspection and repair. If any faults are found, they will be repaired and the launcher thoroughly tested to ensure it is functioning as designed. 
  
  This process generally takes ***** business hours once we receive the launcher back to our facility. 
  
  While issues are very rare, we do understand that when they do occur, it is frustrating and we want to get this matter resolved as quickly as possible for the customer.
  
  

  Customer Answer

  Date: 07/07/2025

  
  

  
  

  
  

  ---

  
  

  Subject: Response to Company Reply ***** Technologies Complaint

  
  

  Dear Better Business Bureau,

  
  

  Thank you for following up on my complaint regarding the CO2 malfunction with the product I purchased from ***** Technologies.

  
  

  I have reviewed the companys response and located the email they referenced. It had unfortunately gone to my spam folder, which is why I had not seen it earlier. I will now follow the instructions provided to return the product for inspection and/or repair.

  
  

  I appreciate ***** Technologies willingness to assist, and I will follow up once Ive received the repaired or replaced item.

  
  

  Thank you for your help, i will follow up once I receive return product from the company.

  
  

  
  
  Regards,
  
  ******* *********

• Initial Complaint

  Date:05/15/2025

  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.

  I purchased this product the first week of May 2025. I was excited because its suppose to do be a less lethal option to a gun. Their advertising is quite false as they show the product producing dents in tin and make it look like it is very painful to be shot with. However, upon receiving and trying out the product, I found none of this to be true and that it wasn't at all what they advertise. It didn't dent even a regular pop can nor would it deter an animal let alone a human. (They advertise it will get you sufficient time to get away in a dangerous situation.). I just think this is terrible! I hope you can convince them to stop lying about their product.

  

  Business Response

  Date: 05/20/2025

  The customer reached out to ********************** requesting to send the launcher back to Byrna as the customer thought it was not shooting at the advertised power and speed. 
  
  Byrna provided the customer with a prepaid RMA label and the customer returned the launcher to **********************'s facility for inspection. 
  
  Upon inspection the launcher was functioning exactly as designed and did meet the advertised speed and power specifications.
  
  The Byrna CL will destroy a pop can and is extremely painful to be shot with. The Byrna CL can bust car windshields, drywall, and plywood and leaves significant dents in the steel targets that Byrna uses in their demo and testing ranges.
  
  The following video shows the damage that the CL is capable of on the above mentioned materials: **************************************************************************************************************
  
  As the customers launcher is working as designed, meets the advertised specifications, and was not in new or unused condition, the customer's launcher is not eligible for return and  was returned to the customer. 
  
  From **********************'s Return Policy: "Returns of shipped products are accepted if Byrna is notified within fourteen (14) days of receipt of the product. Returned merchandise must be in the original packaging and in new and unused condition." 
  
  Byrna's full return policy can be reviewed here: ******************************************************
  
  

• Initial Complaint

  Date:04/10/2025

  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.

  BYRN483732 I recently bought a byrna gun kit and shipper lost my package now I am trying to get a refund because I paid so much for that to not receive nothing is ridiculous man ... Please give me my money back that's it btw BYRN483732 is order number I also had shipping company contact them and still nothing yet

  

  Business Response

  Date: 04/11/2025

  The consumer rerouted the package to a *** access point, and the package was successfully delivered per *** tracking. Once delivered to the access point, the consumers order turned up missing.
  
  The shipping company opened an investigation to try to locate the lost package. These investigations can last up to 10 days, especially in cases where the consumer edits the shipping address after the package has already been shipped.
  
  Byrna is unable to reship or issue a refund until the investigation is fully resolved and closed by ***. 
  
  *** finally closed the investigation as *** was unable to locate the package that was lost after being delivered to the *** access point. 
  
  The refund has already been issued by Byrna, however it can take 5-7 business days for the money to credit back into account depending on the consumers bank.
  

• Initial Complaint

  Date:01/25/2025

  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.

  I received an advertisement in my email for a product that said "Legal In 50 states", I was interested in purchasing said item, I selected the options and went to check out and the cart said "SHIPPING NOTE: Byrna MAX ******** Cannot Ship to **, **, ********* That means it's NOT legal in 50 states but only 46.

  

  Business Response

  Date: 01/27/2025

  Byrna advertises that our Launchers are legal on the state level to purchase and own without a permit or LTC in all 50 states. Local ordinances may further restrict possession (***, *************, **, ********).
   
  Some of our non launcher products are not legal in all 50 states and may be subject to certain restrictions which can be found on our Shipping Restrictions page.
  
  Byrna does publish all of our shipping restrictions on the shipping restrictions page of our website (*****************************************************) and customers may always call, email, or chat our **************** team for clarity on these restrictions. 
  
  Byrna does not offer legal advice. Each customer is responsible for checking the law in his or her own state, municipality, and any area they plan to travel to or through while carrying or possessing a Byrna product.

• Initial Complaint

  Date:01/23/2025

  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.

  Was duped into purchasing this. As the advertisement and marketing was related to USA customers not Canadians. Product is a glorified paint ball gun at best. But three to times the cost. Complained about marketing and was told it was my fault for believing it. Asked for refund and told good luck. This company needs to be held accountable for this blatant misinformation. All other buyers please Beware of this company and its actions!!!

  

  Business Response

  Date: 01/23/2025

  Byrna has 2 websites. ************************** for United States Customers and ************************* for Canadian customers. 
  
  We are not permitted to ship the chemical projectiles to ****** and we do not advertise anywhere on the Canadian website that these are available in *******
  
  If a customer is on the US site, **************************, they will see advertisements for products available in the United States. On the Canadian site, customers will see advertisements for products available in ******* 
  
  Byrna always recommends that customers visit the website designated for their country to see the availability of products.
  
  If unsure about what products are available to ship to a customers location, customers may always call, chat, or email **************** and ********************** is happy to provide this information. 
  
  Byrna is very transparent about our policies and we do clearly state on our Canadian Return Policy Page ***************************************************** that "We are unable to accept returns for orders placed on *************************." 
  
  ************* orders placed on ************************** are eligible for return in accordance with our return policy as US orders are not international shipments. 
  
  
  

  Customer Answer

  Date: 01/23/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. Full refund requested!! You should not be able to view or access USA site while located in ******. This is not acceptable at all and the company should provide a FULL refund  

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:12/30/2024

  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.

  The gun when fired does not discharge and is defective. I want a replacement NOT a repair. And I want to receive the replacement before I send in the defective product so I know it works correctly before turning in the defective one.

  

  Business Response

  Date: 12/31/2024

  Byrna has created an *** label for the customer to send the launcher in for repair. Byrna does have to receive the launcher back to our facility for inspection before any resolution can be decided upon. 
  
  Byrna **************** did attempt to ask the customer more information about the problem they were experiencing in order to troubleshoot the issue. The issue they said they are having can be sometimes be caused by operator error, however the customer would not provide any further information other than it is defective and they want a replacement. 
  
  This customer's launcher is not eligible for replacement as it is well outside of the 10 day window of our Damaged Products Policy listed below. This policy is available on our ************************** website. It is also listed on our BBB profile page. 
  
  "Damaged Products Policy*
  Byrna launchers, Byrna *******, Byrna Banshees and Byrna launcher accessories and projectiles that are damaged or defective when received will be replaced at no charge to the customer provided that a Return Merchandise Authorization (***) is requested within ten (10) days of receipt and the product is shipped within five (5) days of the *** issuance.
  
  *This policy provides for replacement of goods that arrive damaged or defective upon inspection with new products at no cost to the customer. Defects or operational issues that arise after this period will be repaired in accordance with our standard limited factory warranty."
  
  The customer is still within the 1 year warranty period so the repair and shipping costs both ways are covered by Byrna. The customer was concerned about the repair taking weeks. Most repairs are completed and returned back to the customer within 2-3 business days of arriving to our facility. 
  
  Byrna encourages the customer to use the prepaid shipping label that was sent to return their launcher back to us for inspection as until this happens there is nothing further that Byrna can assist with. 
  
  

  Customer Answer

  Date: 01/02/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  
  The gun was a gift and was not discharged prior to being given as a gift, therefore it was not possible to determine if the product was defective within 10 days.

  That is also a completely unreasonable time frame to adhere to and was not highlighted at time of purchase. 

  It is also FALSE that the customer service *** tried to ask me more about my issue. She asked no questions at all and just kept ***eating that they were refusing to issue a ***lacement.

  As a paying customer, giving a gift of a gun that will not discharge and having to send in for ***airs is completely embarrassing and a testament to the inferiority of the product they are selling since they clearly aren't concerned with the issue at hand.

  I would never give a gift of something defective and have it ***aired. They need to issue a new, functioning ***lacement. The gun never fired properly, and its NOT a user error as I have my own **********************, and it fires completely fine and is fully operational, which is why I purchased this new one as a gift, and why I am demanding a ***lacement of a functioning product.

  Regards,

  Jasmine

   

   

  

  Business Response

  Date: 01/09/2025

  Byrna has created an RMA label for the customer to send the launcher in for repair. As stated, Byrna does have to receive the launcher back to our facility for inspection before any resolution can be decided upon. 
  
  The customers claim that ********************** **************** did not attempt to ask more troubleshooting questions is False. On Mon Dec 30, 2024 the customer called ********************** and the representative repeatedly asked for more information about the failure in order to troubleshoot the issue they were experiencing. The customer refused to provide any further information to the representative.
  
  As stated, this customer's launcher is not eligible for replacement as it is well outside of the 10 day window of our Damaged Products Policy. This policy is available on ************************** and is also listed on our BBB profile page. 
  
  Byrna once again encourages the customer to use the prepaid shipping label that was sent to return their launcher back to Byrna for inspection as until this happens there is nothing further that Byrna can assist with. 

• Initial Complaint

  Date:12/30/2024

  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 Nov 9th. Paid ****** for SD launcher and other products for SD launcher. Paid ****** alone and went on sale three days after I received my SD launcher. Launcher was on a flash sale for ******, ***** less then what I paid. I text Byrna about a refund of *****. They replied that they won't honor a refund. Most company's honor a refund within 30 days of purchase. I notice the BBB site and noticed all the comments of poor customer service at **********************. They have a good product, but there customer service has a lot to be desired. I spent ****** on a launcher and other products and would have bought more. But they could have refunded me ***** or I may have taken a store credit. You could have had three other sales. But I told them about your poor customer service. Your loss. I also would have260.00 more add on for my SD. again your loss. And now, I have gone through BBB complaints that your legal in all 50 states and your reply was it's our place to contact pds for weather it's legal in my state. If that's the case. TAKE **** YOUR AD THATS ITS LEGAL IN 50 STATES AND IN PLACE OF THAT YOU SHOULD CHECK YOUR STATE AND POLICE DEPARTMENT TO SEE IF IT IS LEGAL BEFORE PURCHASE. YOUR IS FALSE ADVERTISING.

  

  Business Response

  Date: 12/30/2024

  Byrna does generally offer sale price protection for orders placed up to 7 days prior to the start of a sale. 
  
  Unfortunately this customer was outside of this 7 day period. 
  
  Byrna Launchers are legal to purchase and own without a permit or LTC on the state level in all 50 states* 
  
  *Subject to certain restrictions which can be found on our Shipping Restrictions page. Local, city, or county ordinances may further restrict possession (***, *************, **, ********).
  
  Byrna does not offer legal advice. Each customer is responsible for checking the law in his or her own state, municipality, and any area they plan to travel to or through while carrying or possessing a Byrna product.
  

• Initial Complaint

  Date:12/24/2024

  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.

  On 12/24/2024 I was ordering some CO2 cylinders for my Byrna pistol. I ordered 2 cases for $39.98. As I was checkout the checkout system offered an additional item to add to the order. I did not click on add the item. As I clicked on "place order" the item was automatically added to my order. At the last second, I saw the "decline offer" button is much smaller font below the "place order" button. It was too late, the order had been placed. I looked all over for a "cancel or modify order" button, no such button exists on their web site. They have no phone number to contact. Their help page states "they can not modify or cancel an order once it has been placed", you have to go through the return policy. I ended up having to call my credit card company to cancel my credit card in order to cancel the order, there was no other choice. After reading other complaint against Byrna on your web site, I am sure they would not allow the extra item to be returned. What they are doing on their check out system to sell additional items that customers do not want is deceitful and trickery. This should be stopped.

  

  Business Response

  Date: 12/26/2024

  Byrna has cancelled and refunded this customers order as they requested.
  
  ********************** is not able to edit orders after they are placed, however Byrna can always cancel the order if it has not yet shipped. 
  
  Even if an order has already shipped, Byrna does allow customers to return the items for a full refund at no cost within 14 days of delivery in accordance with Byrna's return policy. Byrna even provides a prepaid shipping label to cover the return shipping costs.
  
  When the Byrna website offers extra items after checkout, customers may press decline or simply close the page as the original order is already placed at the time it offers additional items. Under no circumstances are the items added automatically to the order without the customer choosing to add them. Even if added in error, Byrna can assist the customer with resolving the issue.
  
  ********************** is very easy to reach and is always willing to help customers with order issues. ********************** always encourages customers to reach out to resolve any issues before taking drastic measures such as cancelling credit cards. 
  
  Byrna can be reached via email at ******************************** via chat on the "Live chat" feature on **************************, or via phone at ************. 
  
  

• Initial Complaint

  Date:11/01/2024

  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 launcher from Byrna. Their website advertises it as being legal in ******. Further, their FAQs indicate that it can be used against persons in self defence. Their customer service correspondence ends with prepare to defend. All of this suggests that the Byrna launcher is legal to possess and use in self-defence in ******. I relied on these statements when purchasing the product, thinking I could use it in an emergency in my home. After purchase, I explored the legalities of the product and it seems like it is legal to own but illegal to use in self defence. At best, use in self defence may draw substantial criminal charges since it is considered to be a firearm. Using it could place me in legal risk, and I do not want to be exposed to this. I feel that Byrna has misrepresented the legality of their product in this country. It is legal to import, but probably not legal to use for its intended and marketed purpose. As such, it serves no purpose. I do not want the legal risk of owning this or having it my house.I communicated this to Byrna and was advised that they do not accept returns from ******. I requested a refund and this was also declined. My last correspondence to them by email was not responded to and was simply closed out. I would like to return it or have it refunded.

  

  Business Response

  Date: 11/04/2024

  Byrna displays some basic legal information on our website (**********************************************) however Byrna does not offer legal advice. Each customer is responsible for checking the law in his or her own area, and any area they plan to travel to or through while carrying or possessing a Byrna product BEFORE placing an order. 
  
  Byrna does not accept returns or issue refunds for orders placed on our Canada site. If customers wish to no longer own or possess their Byrna products in ******, they may sell the products or dispose of them however they deem fit. 
  

  Customer Answer

  Date: 11/04/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed

   

  The front page of your website on the customer landing page loudly advertises in bold lettering to Canadian consumers that it is legal in 10 provinces. This implies that it is legal to own and legal to use for its intended purposes. I sent to you recent case law and legal opinions that indicated that the latter may not be true in this country, and I asked for a return or refund, which you denied. You are the only company I have ever dealt with that has a strict no refunds policy and will not make an exception even when a dispute is filed. Its anti-consumer behaviour on top of the misleading marketing that I highlighted in my original complaint. I dont think that me asking for a return or refund is unreasonable, and I am surprised by the firm stance you are taking, even when its been escalated to the BBB.

  If your no-return policy is a legal requirement related to not being able to send it back across the border, I can accept that. However, you need to be upfront and transparent with customers during the purchase and checkout process that these devices are final sale.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ***

   

   

  

  Business Response

  Date: 11/08/2024

  The details of Byrna's Return Policy for ****** is posted on our website found here: *****************************************************. This policy does not provide for returns for refund but we do offer replacement if an item was to arrive damaged. We always encourage all customers to check the legality of the purchase in their specific area BEFORE placing an order as we do not accept returns from Byrna ******* 
  
  RETURN POLICY for *************************.
  Damaged Products Policy*
  Byrna launchers, Byrna Banshees and Byrna launcher accessories and projectiles that are damaged or defective when received will be replaced at no charge to the customer provided that a Return Merchandise Authorization (***) is requested within ten (10) days of receipt and the product is shipped within five (5) days of the *** issuance.
  
  *This policy provides for replacement of goods that arrive damaged or defective upon inspection with new products at no cost to the customer. Defects or operational issues that arise after this period will be repaired in accordance with our standard limited factory. 
  
  
  

  Customer Answer

  Date: 11/12/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  

• Initial Complaint

  Date:09/11/2024

  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.

  Purchase date: 6 Sep 2024, through retailer: Amazon, Order #: 114-2100308-6729806 , Device Serial Number: **********, Purchase price: $409.99 I received the device on Saturday, 7 Sep 2024 ans immediately read through the setup instructions and watched the linked videos on how to initialize the launcher and how to load it.I noticed when loaded the breech indicator did not pop up as is designed to do. I tried to fire the weapon but the first trigger pull did not send a round out of the barrel. I had to pull the trigger several times to get it to pop a round a few feet onto the ground.The device was defective out of the box and I made a warranty claim with an hour of fin ding this out on 7 Sep 2024. The same day I received the device.The company acknowledged my warranty by e-mail on Monday, 9 Sep 2024 but did not call me otherwise. I reached out to them on Wednesday, 11 Sep ********************************************** they never received my warranty complaint, even though they electronically acknowledged it 2 days ********* I am being told that they will have me ship it back to them and try to fix it. I asked for a replacement. This is a device to be used during life/death situations, I need it to be 100%. It is brand new and now they want me to accept a refurbished item. I paid for a brand new Byrna launcher in working condition. I got a defective unit that they will repair. I have no confidence in a refurbished item. I paid full retail for the device.I request either a brand new working replacement device or a full refund. This is deceptive sales tactics to get full retail ($499.99) for a refurbished item. I complied with all their instructions for training, loading, safety and warranty claims. They need to make this right.

  

  Business Response

  Date: 09/12/2024

  Since this customers financial transaction was with ****** and not Byrna directly, they would need to reach out to ****** for any refund requests.
  
  Byrna does stand behind our products with our 1 year warranty even when purchased through a 3rd party Authorized Dealer or Amazon. 
  
  This warranty provides for the repair of damaged launchers. Launchers are not replaced under warranty unless they are unrepairable. 
  
  Byrna has provided a prepaid *** label to the customer to send the launcher in for inspection and repair. Byrna will also cover the return shipping back to the customer. 
  
  If any issues are found, they will be resolved and the launcher will be thoroughly tested to ensure it is operating as designed. 

  Customer Answer

  Date: 09/12/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [ Byrna Management, you know that the cut/pasted reply about not giving refunds because your item was purchased through ****** is a weak and pitiful excuse. I asked for a replacement launcher because you sold me a defective one. I paid full retail for a new functioning device. I returned it using your shipping label. You can track that it is being returned to you. When you receive the defective launcher then send me a new working one. I did not purchase a refurbished device. This is deceptive business practices. Every defective device can be fixed and sold as new. This item is to be used in an emergency. I need the assurance that it is in perfect working condition as a new item. If I wanted to buy a refurbished item I could have done so at a better retail price. Do the right thing and send me what I paid for, nothing more, nothing less. ]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Don

   

   

  

  Business Response

  Date: 09/16/2024

  If Byrna is unable to repair the launcher and ensure that it is functioning as intended, the launcher will be replaced. 
  
  If the launcher is repairable, it will not be replaced and will be repaired and returned to the customer. 

  Customer Answer

  Date: 09/23/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [I received a defective Byrna launcher that never was functional. This is a critical item and I must have trust that it will operate as advertised. My only option was to return it for repair. In effect I was sold a defective unit which supposedly was repaired. Thus I paid full retail for a refurbished Byrna launcher. I request that Byrna replace my refurbished launcher with a functional new unit that I can count on. ]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Don