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Business Profile

Online Retailer

TacticalGear.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Important information

  • Customer Complaint:
    BBB has received consumer complaints about TacticalGear.com, which allege consumers experienced shipping delays, had difficulty obtaining requested refunds, and difficulty contacting a representative of the company.  

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:02/03/2025

    Type:Product 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 backpack online that was shipped via ***** (tracking# ************) by said company. I tracked the package until delivery occurred through ***** app. Delivery was claimed however package was not delivered to me and delivery location was unable to be ascertained. I filed a missing package claim with ***** who then informed me that the burden fell upon the shipping party. *** refuses to investigate the matter, assume any responsibility or liability, and sees fit to keep my money knowing I did not receive their product.

    Business Response

    Date: 02/20/2025

    Dear *** ********,

    Thank you for bringing your concerns to our attention.

    Upon review of the order, we found that the tracking information does reflect as delivered. During the initial contact with our customer service team, we filed a lost package investigation with the shipping carrier for assistance in this matter.

    The results of the claim provided by the shipping carrier is as follows:
    "The station has confirmed that they have delivered the package to the correct location. All relevant searches have been conducted and the results are the same. Upon review of the claim, we found this package does not qualify as a lost package because it was delivered to the shipping address provided on your order. ***** considers this a successful delivery."

    Per our shipping policy on our website, TacticalGear.com is not responsible for lost, damage, or stolen packages. Since the shipping carrier deemed the package as successfully delivered, we advised our policy & explained we are unable to proceed with further action.

    However, we understand your frustration regarding the delivery of your order, and we sincerely apologize for any inconvenience this has caused. We would love the opportunity to amend your dissatisfaction. For this reason, we have approved a refund of the full purchase amount via the original method of payment. This refund was processed by our management team today. A credit notification email was sent as confirmation of this refund. We ask that you please allow 2-10 business days for your bank to process the funds to your account.

    If you have any further questions or require assistance in the meantime, please do not hesitate to contact our customer service team directly at:
    Email: *******************
    Phone: ************
    Business Hours: Monday Friday (9AM 5PM CST)

    Thank you for your understanding, and we appreciate you being our valued customer.

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

    Customer Answer

    Date: 02/21/2025

    Better Business Bureau:

    I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
     
    Sincerely,

    ****** ********

  • Initial Complaint

    Date:01/31/2023

    Type:Product 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.
    Total scam! They stole $318 from me then went ghost. I ordered a pair of boots for the fire season, I ended up getting the wrong size so I returned them intending to get the correct size, the process was easy and the communication was great, until they got the boots back and "I" had to ask them what was going on, then the email responses stopped coming altogether. I received a "refund notice" but after 10 days, no refund and my bank has no idea there was ever one attempted. At first I only wanted to exchange for the right size, but I went through a competitor and ended up getting boots within 3 days, so now I need my $319 back. I had to inform my **** overhead so they won't do business with these thieves, and posted in several wildland fire groups on ******** to be told if similar experiences. It's just beyond disgusting how desperate this company is; Times are tough for everyone, but companies willing to pull this deserve to struggle and end up bankrupt. It's February and this has been going on since December, and I'm due to be 2800 miles from here in MARCH.

    Business Response

    Date: 02/01/2023

    Hi ****,

    I am sorry about the confusion with your returned item. Our records indicate you selected store credit for the refund when you originally wished to exchange the item. When you received the refund notice, those funds were available as store credit in your account. We will be updating the refund notice to be more clear for customers receiving their refund via store credit.Please note we are closed on Sundays, so it makes sense the email you sent 1/29 was not responded to until the following day. Our customers should never feel ignored and I looked extensively at the emails you have sent and received, but I did not find any gap that was more than one business day.  I went ahead and issued you a full refund back to your credit card since you no longer wish to do an exchange. Thanks again for your feedback about the process.  If there is anything else I can do to help please don’t hesitate to reach out.

    Thanks,

    *********

TacticalGear.com is NOT a BBB Accredited Business.

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