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:08/20/2024

  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.

  Purchased items from Byrna on July 8, 2024. I was in a serious car accident August 3... and I have a lot of expenses. I find that I can no longer afford the items - but upon looking at the website = found a strict 14 day return policy. I did not use any of the items I bought and they are still in new condition. The company did not make it clear at the time of purchase or when I received the items of their severely short return time-frame. I am disabled and am 70 years old.

  

  Business Response

  Date: 08/21/2024

  Byrna's Return Policy is listed on our website at the following link. ******************************************************
  
  "Change of Heart Policy
  We understand that from time to time a customer has a change of heart after placing an order. Any order cancelled before shipping will be refunded in full. 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. All change of heart returns are subject to a restocking fee of 10% which will cover shipping and handling costs."
  
  The last day to return this order would have been 7/22/2024. Since Byrna was not notified on or before this date, this order is not eligible for return or refund. 
  
  

• Initial Complaint

  Date:07/31/2024

  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.

  I was very disappointed with the Byrna company yesterday. They sent me a defective Byrna LE. The projectiles fell out of the barrel the very first time I loaded it. They admitted it was defective. I asked for a refund because I dont feel I can trust this product if its sent out defective. They refused because it had been a month since I received it and they only allow **************************************************************** 10 days. The company did repair the product and are send it back but I just dont have any confidence in the product and want a refund.

  

  Business Response

  Date: 07/31/2024

  Byrna's Service Team was able to resolve the issue with the customer's launcher at no cost to the customer under our Warranty program.
  
  The customer originally received their launcher on 6/21/2024. The customer reached out on 7/23/******** days later) letting Byrna know there was an issue with the launcher. Byrna's **************** Team assessed the issue and then directed the customer to complete an *** request. A prepaid shipping label was provided to the customer to send the launcher back to ********************** for inspection and repair.
  
  Once Byrna received the launcher, the issue was resolved and the launcher was thoroughly tested and is in perfect working condition. The launcher has been returned to the customer. 
  
  While launcher problems are rare, Byrna does stand behind our products with a 1 year warranty if an issue does arise. Byrna also offers service after the warranty period expires for a small service fee. 
  
  This customers launcher is not eligible for refund according to Byrna's Return Policy which can be found on our website at the following link: ************************************************************;
  
  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.
  
  

  Customer Answer

  Date: 08/01/2024

  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 formally request your assistance in obtaining a refund from Byrna Company for a defective product I received. The primary reason for my refund request is that the gun was defective upon arrival. This defect has caused me to lose all confidence in the product, especially considering that I may need to rely on it in an emergency situation.
  Additionally, I was completely unaware that I only had 10 days to test the product. Reputable companies typically offer at least 30 days for a refund. I am struggling to understand why Byrna Company cannot comprehend my reasoning and make an adjustment to their normal policies (set by the company and puts undue burden on the customer), especially since they sent me a defective product to begin with.
  I am simply asking for my money back, and I am more than willing to return the gun to them and they can resell it to someone else.
  Thank you for your assistance in this matter.
  
  
  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: 08/05/2024

  This customers launcher is not eligible for refund according to Byrna's Return Policy which can be found on our website at the following link: ************************************************************;
  
  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.

  Customer Answer

  Date: 08/05/2024

  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. 

  Dear Byrna Technologies Customer Support,
  I am writing to express my dissatisfaction with the Byrna launcher I received, which arrived defective and has not operated properly since day one. Despite the repair efforts, I believe this situation warrants a refund due to the unusual circumstances surrounding my case.
  From the outset, the launcher was defective, and it was sent to me in this condition. This is not a typical scenario, and I believe it falls under special circumstances that should allow for a refund, even though the launcher has been repaired. At the very least, I strongly urge Byrna Technologies to consider extending the return policy to a minimum of 90 days. A 10-day return policy is unfair to customers, especially when dealing with a product that is critical for personal safety.
  I have lost confidence in the reliability of the Byrna launcher. Given that it was immediately discovered as defective upon receipt, it should be accepted for a refund. Additionally, I was unable to test the launcher sooner due to being out of town and needing to secure a proper place for testing. It is unreasonable to expect customers to adhere to such a short return window under these circumstances.
  I trust that Byrna Technologies has the discretion to make exceptions to its return policy in special cases like mine. I hope you will consider my request for a refund, given the defective condition of the launcher from the start and the importance of having a reliable product for emergency situations.
  Thank you for your understanding and prompt attention to this matter.
  Sincerely,
  **************************;

  
  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:07/10/2024

  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.

  On 21 June 2024 I placed an order with Byrna for USD$518.67. It translated through someones exchange conversion to CAD$729.40 higher than I calculated using the daily exchange rate by about CAD$19. I accepted that in any event. (Problem #1 overcharged $19>but I accepted that as *** said). They were unable to even commence delivery over a 3 week period to todays date. I will be unable to receive this parcel for the next 2 weeks and they were so advised, They said that my only option was to cancel and since I did not want the parcel to be taken away from outside my residence by someone else, I had no other optionso I cancelled and requested a refund. It was processed immediately and showed up on my card account as a proposed refund in CAD$ of $705.39 on 08 July 2024 but this amount was never deposited. Instead, on 9 July, but dated 8 July, a deposit of CAD$ ****** was made to my acount and they claimed when I called that it was due to the exchange rate on what they asserted was made on $518.67the original USD$ purchase amount. I calculated that at todays rate it should been CAD$707.21 for a difference of $19.75 (clearly a deficit of that amount). So with an over charge of over CAD$19, and an under return over CAD$19, I am out of pocket over CAD$38 for no accountable reasonin deference to my previous comment, I had accepted the overcharge of CAD$19 to for practical purposes Ill round down to a provided loss of CAD$38 and an accepted loss of CAD$19. But now with their indifference to my situation, I hereby renege the original CAD$19 accepted loss and would like to have my CAD$38 back. There has been absolutely no explanation for the extra charge or loss except that it was the exchange rate and that Canadians need to accept this fact. I have shown that the exch rates were not the sole reason for the amts taken. I believe this transaction has been inappropriately conducted and restitution of my full losses using the ACTUAL exchange differences must be made.

  

  Business Response

  Date: 07/24/2024

  Byrna Technologies charged the customer ********** on June 21st. The customer requested a refund on this order due to unforeseen shipping delays on one of the products on the customer's order. ********************** refunded the entire amount paid by the customer (*********** on July 8th at the customer's request. ********************** does make it clear on the Canada website and at checkout that we do charge in USD as Byrna is based in *****************. Byrna unfortunately does not have any control of the exchange rates between ***************** and ****** and these exchange rates do fluctuate regularly. As Byrna did refund the entire purchase amount in USD, Byrna no longer possesses any of the customers funds collected for this order. ********************** recommends that the customer reach out to their bank for more information on the exchange rates at the time of refund and how this could have affected the refund amount their bank provided them. 

  Customer Answer

  Date: 07/24/2024

  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 # 21969445. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I calculated the exchange rates for both dates and they were no where even close to what I was charged. My first email explained it all.

  [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.]
  

  Go ahead and close my complaint. There is no point to pursue it further. It is clear that this is a business that I do not want to have any further dealings with.

  REASON: After delaying my order into a period when I was away and unable to accept it, they would not delay delivery and had no solution except to tell me I could cancel my order, leading to this issuehardly adequate product stewardship or customer concern and support. The product I had attempted to purchase was definitely not something that you would want a porch pirate to steal from ones front door in ones absence. Im just one person but they have lost my custom permanently due to their lack of interest in my needs as a buyer of their products. I trust this was civil, courteous and polite enough to pass scrutiny. For the record, I am one very unhappy ex-customer.

  COMPLAINT CLOSED. Why bother.

  
  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:11/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October ****, we purchased a Byrna ** Pepper kit, cartridges and projectiles. The total was ******. We understand that we could not return the cartridges and projectiles but wanted to return the ** Pepper kit for ******. The projectile did not work properly and we called repeatedly to get help. Nobody answered so we left our number to return the call and never heard back. We never knew if the projectile was not functioning properly, was broken or simply very difficult to use and not reliable. We understood we would lose 10% as a restocking fee. However, we got an email back, stating they used the projectile and it was working properly and they sent a video. We cannot verify this is the projectile that we purchased and in the end of the video, the user is pumping the trigger w/out action or expelling a projectile. All we received was an email stating the projectile was sent back and there would be no refund. Nobody contacted us otherwise. When we had the Byrna, three separate people tried using this and it was not functioning properly, Also the notion that you cannot keep a CO2 cartridge installed for safety, makes the product unusable and it becomes dangerous if your safety is in jeopardy. My wife is a physician; this was for her mainly and this will be discussed with the major hospital and reviewed on media as well as the hospital media across the US. The product is not usable, and this return was handled very poorly and unprofessionally. We are asking for a refund.

  

  Business Response

  Date: 11/29/2023

  Byrna has searched our communications and we have no record of any calls, voicemails, emails, or chats from the customer with regards to this issue. ********************** did receive an *** request through our Automated Return System to return the launcher due the customer stating that the launcher was not firing. Byrna does stand behind our products and the customers launcher is still under warranty.
  
  Byrna thoroughly inspected the customer's launcher and found no defects and it passed all testing. Byrna sent a video to the customer showing that the launcher was firing as intended. The video shows Byrna's service technician firing a full 5 round magazine from the launcher demonstrating that the launcher did puncture and fire on the first trigger pull as designed. The service technician continued pulling the trigger after these 5 rounds to demonstrate that the launcher would continue firing as intended. No rounds were projected from the launcher during these additional trigger pulls as the 5 round magazine had already been depleted and there were no more projectiles in the launcher to be fired. 
  
  The customer's launcher was delivered on 10/27/2023 and the *** request for return was submitted on 11/13/2023 which is 3 days past the expiration of Byrna's 14 day Return Policy that was accepted by the customer at checkout. The launcher arrived back to Byrna in used condition which also disqualifies this order from being eligible for return and refund per Byrna's Return Policy. Please see Byrna's Return Policy below.*
  
  Byrna did notify the customer via email that this launcher was in perfect working condition and was not eligible for refund per Byrna's Return Policy. Detailed instructions for proper operation of the Byrna launcher were included in this correspondence to clear up any confusion that *** have led to the customer having issues properly operating the launcher. Byrna's Service Technician encouraged the customer to reach out to him personally if they needed any assistance preparing the launcher to fire properly once received.
  
   One of the most important things that sets Byrnas handheld launchers apart from the competition is Byrnas patented pull-****** technology. This enables the Byrna launcher to both ****** the CO2 and fire the projectile with the first pull of the trigger.
  
  Why is this important? It is important because it allows your Byrna to sit for days, weeks, months or even years and still be ready to fire on the first pull of the trigger. Most other launchers ****** the CO2 cannister when it is loaded. Once pierced, the CO2 will start to leak out, fully discharging over the next 24 to 48 hours, leaving the launcher inoperable. The alternative is not to load the CO2 until it is needed, however, in that case, the launcher will not be ready to use when it is needed. It is like carrying a gun without bullets in the magazine.
  
  With the Byrna, the installed CO2 cylinder is not punctured until the trigger is pulled. This means you can leave your launcher fully loaded knowing that it will be ready to fire when needed on the very first pull of the trigger. 
  
  *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. 
  
  Change of Heart Policy
  
  We understand that from time to time a customer has a change of heart after placing an order.  Any order cancelled before shipping will be refunded in full.  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.  All change of heart returns are subject to a restocking fee of 10% which will cover shipping and handling costs.

  Customer Answer

  Date: 11/29/2023

  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. 

  The Byrna did not perform as described. As noted, we had three separate people attempt to use this as described. One person owns a gun and firearm store in our town. He could not get it to work as described either. My wife and I have been concealed weapons carriers for years and have gone through training for this. We understand how to use weapons. We desired a less lethal option for protection if needed.

  If it was not returned in your time frame that you noted, it is because my wife is being treated for cancer in Phoenix. That is two hours from our home and we stay at the hospital for treatment. If you desire proof of this, we would be happy to provide it. 

  We did call multiple times as noted and left a message with our phone number. Why would we state this if it didn't happen?

  The Byrna was discussed with hospital security and several members of the staff were interested to see what the outcome was. We are very disappointed in the response. It is not buyers remorse, it is due to a defective item that did not work as advertised. We all hope this can still be resolved as requested in the first complaint. We requesting a refund for the launcher and realize you have a restocking fee. This is not unreasonable. 

  
  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: 12/01/2023

  The Byrna Launcher that was received by Byrna was thoroughly tested and is working exactly as advertised and designed. The Byrna launchers are very simple to operate but they are not firearms and operate very differently from a firearm. Byrna does sometimes encounter customers with a lot of firearm experience that have issues operating the launcher as they may think it will operate as a regular firearm does. The symptoms described by the customer indicate that the proper operational steps to use the Byrna launcher are not being followed. We have sent instructional material to the customer and have encouraged the customer via email to reach out to us so we can determine what they may be doing wrong that is preventing them from being able to operate the launcher correctly. 
  
  Byrna has gone through our communication records again and we have no correspondence of any kind from the customer except the *** ticket that was submitted. 
  
  This launcher is not eligible for return in accordance with Byrna's Return Policy that the customer agreed to at checkout. ********************** does not accept any returns after 14 days and we do not accept returns on used products.
  
  

  Customer Answer

  Date: 12/04/2023

  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. 

  Buyer Beware of the Byrna scam. If only we read the reviews prior to purchasing this and the reviews about attempting to get customer service. We have now read several complaints of the Byrna not functioning as advertised. We requested a refund and it is denied. The excuses to keep the money are fraudulent. They are not being truthful about us calling them and we found the numbers calling Byrna for help. Perhaps your phone lines are not functioning along with your conscience? 

   
  Regards,

  ******* "*****"

   

   

• Initial Complaint

  Date:03/05/2023

  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.

  Byrna website claims they are a CA ****** of ******** and ************* Services approved training facility for Chemical Agent certification/instruction..When I completed my course, I received a certificate that did not comply CA **** rules, which means it was no good to me as a licensed guard..I reached out to Byrna to advise of the deficiency. I also began reading the law more closely, and determined that their course of instruction was not adequate for the current CA regulations. .They responded and claimed that all of their instruction, certification and course instruction complied with all CA laws..I reached out to CA **** to ask them to compel Byrna to correct and comply..**** responded and told me that Byrna holds no recognized training facility certification or license in CA.All CA facilities must register, submit all coursework and materials, and receive a facility license upon completion. **** has no such license on file, per their statement to me, and I can find no such record on the Byrna website claiming a license ***************************** has not provided me with any license or course certification verification. .I requested a refund, as I now have to pay someone else to provide me this training, as it is a requirement of my job..They refuse to refund my money..This occurred from 2/24/2023 - 03/01/2023.

  

  Business Response

  Date: 03/14/2023

  Byrna is an approved and licensed training provider and has been since 2021. Our License number is ******** and we have 3 **** approved trainers. Byrna has sent copies of our approval documentation to the customer. ********************** is not sure why the **** provided false information to this customer. ********************** has reached out to the **** to investigate this matter to ensure they give correct information going forward.  

• Initial Complaint

  Date:02/28/2023

  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.

  To whom it may concern,I am writing to lodge a complaint regarding an order I made on February 3rd 2023. I placed an order for ***** LE and have not received it yet. I have followed up on the order multiple times, but there has been no update on the status of my order nor when will it be shipped out.I do not want a refund for the order, I just want the product that I ordered. I look forward to a prompt and satisfactory resolution to this matter.

  

  Business Response

  Date: 03/02/2023

  Byrna has searched our phone, chat, and email records and we have not received any inquiries from this customer regarding the status of this order. Byrna has reached out to the customer via email with an update on their order. 

  Customer Answer

  Date: 03/02/2023

  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. 

  [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,

  *******

   

  This is not true I had contacted the business twice by phone and spoke with a rep and both times I was informed that they do not know when will the product be shipped out. This is why I reached out to BBB. I just received a email from Byrna today for the first time and this was my response...

  I understand the challenges you faced, but from a business to a customer perspective, you should have reached out to the customers as soon as possible when these issues arose. It is unacceptable that I have to reach out to a third party to get answers from you. You cannot even provide me with an estimated shipping date for my product. You should never have marketed or promoted the product in the first place if you weren't prepared to fulfill orders. Not only do I want to receive my product, but it would be right for you to send me some extra items as compensation for the delays.

   

   

  

  Business Response

  Date: 03/14/2023

  Due to unforeseen delays, one of our products is not shipping in our normal turnaround time. Byrna has informed the customer that due to the nature of the self defense products that Byrna sells, we will not send the product out until it meets our very high quality standards as peoples lives depend on these products. The customer has the option to cancel the order at anytime if they no longer wish to wait for their product to ship. Byrna informed this customer that we will let them know as soon as we have a shipping timeframe. Byrna emailed the customer 11 days ago to try to reach a resolution and the customer has not responded to this correspondence. 

• Initial Complaint

  Date:11/14/2022

  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.

  Purchased a Byrna Black Pepper gun and kit, it looks like if someone tried to open it. Where the screws are the s**** heads are bend and scratched. This was purchased for a gift and cannot be given to anyone. The return policy says no returns but obviously someone purchased it and returned it or it was a used product.

  

  Business Response

  Date: 11/21/2022

  Byrna was not notified of the customer's concern prior to this complaint being filed. Byrna does not under any circumstance sell used launchers. We do offer a 14 day return policy on our products and we do stand behind our products if any issues arise. Byrna has reached out to the customer and will be assisting the customer with this issue. 

• Initial Complaint

  Date:10/22/2022

  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.

  I ordered a byrna sd along with accessories of which the estimated delivery date was sept 28, 2022. Despite receiving confirmation of the order with a tracking # and an email stating the contents of the package which did include the byrna sd I have only received the accessories to date. I have still not received my byrna sd despite notifying the company and them acknowledging the shipping error. They have promised to resend them item and of course I just received it and the byrna sd is still missing, just useless accessories were included. Zero customer service or ability to reach anyone by phone. This company has robbed me, in essence. Order # BYRN202490

  

  Business Response

  Date: 10/25/2022

  Byrna spoke with the customer and has resolved this complaint. 

  Customer Answer

  Date: 10/25/2022

  [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:09/15/2022

  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.

  They sent me a used sd xl I tried it pulled trigger all the air came out of the gun it came with scrapes like it was used

  

  Business Response

  Date: 09/15/2022

  Byrna believes we have reached a resolution with this customer. ********************** does not sell or ship used launchers in any circumstance. 

• Initial Complaint

  Date:09/04/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered quite a few products to try from Byrna. The next day after receiving them I decided to return the majority of them because of the sub par quality, for example one of the extra magazines I ordered broke the first time I tried to load it. So I called byrna and was told by the representative on the phone that they would complete the forms for me and of course there would be no problem returning because the products were still in original packaging and in fact she knew about the magazine problem and stated several customers had the same problem. At the end of the call she told me I would receive a RMA from byrna and a label within 24 hours. It took multiple emails and over a week! To finally get my RMA. I then sent the items back and a couple days after they were delivered I got a email from byrna saying that they were received and I would get a email stating the refund was processing within ***** hours. I never received the email or a refund and have contacted Byrna by email at least 5 times with no response. I honestly feel this is sub par little company who doesnt have enough money for operations so they keep your money as long as possible. In 40 years I have never waited over a week to get a RMA or had such bad customer response to legitimate emails regarding a refund. At this point, since I can not get a refund or answer from Byrna I will have to contact the bank and submit a fraud case. They have the merchandise and wont process my refund as they said they would not will they respond to my multiple email attempts. I will also post a review on every social media outlet about the sub par build quality and terrible customer service when needing to rerun merchandise.

  

  Business Response

  Date: 09/07/2022

  Byrna transitioned to an automated RMA creation system to speed up the process of receiving an RMA label. There were a few complications with the release that caused there to be a delay in the customer receiving their label. These system errors have been resolved. Byrna has communicated these issues to the customer. The customers refund was issued and Byrna believes this complaint is resolved.

  Customer Answer

  Date: 09/07/2022

  [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:
  Even though the so called computer issue and switching to automated RMA was NOT explained to me.. as the company never bothered to respond to my multiple emails.. and it is funny that the refund just so happened to be given the day after this complaint was filed.. 

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