Complaints

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

• Initial Complaint

  Date:05/16/2025

  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.

  The website advertises a lifetime warranty.There seems to be some difficulty in having a relatively minor item repaired.

  Business Response

  Date: 06/10/2025

  Our Lifetime Warranty, that is posted on our website, is clear that any outside repair voids the warranty.  Please read below for warranty:
  
  Atlas 46 warrants all tool pouches, bags and apron products against manufacturer's defects in materials or workmanship for the life of the product. Please know - the warranty is void should a component of the product be utilized in a manner considered outside the normal course of activities for which the product was designed. This warranty is void should the product be abused through improper care and maintenance, or outside modifications and/or repairs. The customer/ end user has the ability to return items for issues such as, but are not limited to, wearing of the velcro, seam tears, missing pieces, etc.
  
  We have asked for pictures of the Chest Panel so we can assess what was repaired and if we would still be willing to repair.  Pictures are still needed to make this determination.  If we conclude that we cannot repair, we are willing to offer a small discount for the customer to purchase a new Chest Panel.

  Business Response

  Date: 06/12/2025

  *******,

  It is stated in our "Frequently Asked Questions" tab on the website that any repairs or modifications done outside of our company voids the lifetime warranty that we offer. I have attached a screenshot of the warranty info on our website as a reference. Also, our customer service representative gave you this information. You took matters into your own hands before reaching out to us, and we are always happy to assist our customers with repairs or replacing the item if it is beyond repair. You never responded to our customer representative who was trying to assist your repair, despite that you voided the warranty. Screenshots of the email thread is attached.

• Initial Complaint

  Date:01/24/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order on June 29, 2024. Repeatedly contacted them after their specified made to order deadline. Was told the items were shipping in a few weeks. 6 months later saw the ordered items were no longer even available on their website contacted them to just cancel and refund the money. They did so, solely on their website and never refunding the money. They are either incredibly inept or outright thieves. Do not waste your time or money with them.

  Business Response

  Date: 01/24/2025

  ***, I apologize that the customer service representative didn't give you the timeframe for cancelled orders. There are 3-5 business days that need to be allowed for processing and it looks like your cancellation was added on 1/20/25. Our business works Mon-Fri, so please allow until next Monday for your refund to be processed.

  Customer Answer

  Date: 01/27/2025

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

• Initial Complaint

  Date:12/30/2024

  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.

  Date of transaction is August 18th.After no update on shipment after 107 days from purchase ( December 3rd 2024) I reached out and even though they are already 17 days past their ***** day timeline for shipments on purchases they now say it will be another 6-8 weeks and offer a 20% discount for the trouble. In the end they do not even refund 20% back to my account like they said they would in email. I just want my product that I've now waited for and have already paid for over 134 days ago with little to no update unless I reach out.

  Business Response

  Date: 01/03/2025

  Our lead times have been longer than normal due to material availability with our raw goods suppliers in the ** and we sincerely appreciate your patience. I apologize that you were told a lead time of up to 90 days, as that is currently our minimum wait time. For the last several months, many of our raw goods have been backordered and it has doubled our production times. You stated that you did not receive your refund for the 20% discount, but it is included in one of your attachments that you sent and I also attached the refund receipt for your reference. $33.15 was credited back to your original payment method on 12/5/2024. Since our materials have been backordered, it has been difficult to give a more specific wait time until the raw goods are received and that is why you were given an estimated wait time of 6-8 weeks.
  

  Customer Answer

  Date: 01/04/2025

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

• Initial Complaint

  Date:12/18/2024

  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.

  I made a big order on August 10th and waited the up to 90 days they say theyre products cant take to be shipped until contacting the company. When contacted them on oct 15 the answer I got was When you order from us, the items are not in stock. They are all made to order as soon as you place the order On average, making the items on our production floor can take up to 90 days. We will email you a tracking number and an exact arrival date as soon as it's made for you. We offer a 46-day trial return/ exchange policy and a lifetime warranty... after this I waited another month to contact them again and they asked me for my order # which I was never so I had to go back and fourth with them trough email for a couple days and was able to get my order numbers from them and on Nov 22nd was told that I understand how frustrating it can be to wait for an order without clear updates. Unfortunately, I still dont have specific information from our production team on when your item will be ready to ship. well it been about another months now and still nothing this company should really consider changing there up to 90 day wait to up to a year.. I love atlas products if Im being honest but the customer service and ability to products the products they sell is something that has changed me from a returning customer to an unhappy one Diamond back bags a very similar quality tool vest maker also made in the us are shipping there items out within weeks not months..

  Business Response

  Date: 12/27/2024

  Our lead times have been longer than normal due to material availability with our raw goods suppliers in the ** and we sincerely appreciate your patience. I apologize that you were told production could take up to 90 days, since that is currently the minimum wait time. I understand that other companies will ship faster, but their products are not made to order and they have stock on hand. We use military grade materials that have to be sourced within ***************** and occasionally that causes setbacks like we're experiencing currently. We are offering customers a discount on any order taking longer than our usual 90 day timeframe and we would be happy to apply that to both of your orders. 

• Initial Complaint

  Date:12/07/2024

  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.

  When ordering never does it tell you that the order is going to take 90 days to ship. They say its because it is hand made in the ***. I dont understand how you cant have any orders in stock. This is craziness. I would have never ordered this if I knew it was going to take 90 days. I got on here to see if it was the truth but it seems like I will be waiting longer than 90 days based off of these complaints here on this site.

  Business Response

  Date: 12/11/2024

  At checkout there is a notice letting you know that you're ordering directly from the manufacturer and that all products are made to order and lead times vary based on what is ordered. The same notice is included in your order confirmation email, to give our customers a heads up that time needs to be allowed for production. Normally a retailer keeps stock of products on hand for immediate shipment, but as I stated we are a manufacturer. We source all of our military grade raw goods within ***************** and for the last few months some of our materials have been backordered, creating a longer lead time than usual. 

• Initial Complaint

  Date:11/12/2024

  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.

  In May of this year I made a purchase from this company with a quoted lead time of 90 days max. I've been in constant contact with them before and after that 90 day deadline. They continue to tell me they're going to ship my order with no results. Their most recent communication was an email from their sales manager ****** 11 days ago. She asked me to change my order to a different color so it could ship sooner and that if I did so I would get a shipping notification in the next week. That was the second time she's told me that and I still have received no further communication.

  Business Response

  Date: 11/13/2024

  We will make sure the original order is processed through our express lane and shipped promptly. We apologize for the extended lead times you've experienced with the ***** attachments on backorder and for the inventory count being off after promised an immediate shipment. I will follow up and send an accurate time frame for the completion of the pouches. Thank you for working with us to resolve this issue.

  Customer Answer

  Date: 11/14/2024

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

• Initial Complaint

  Date:09/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase on their website then received the order confirmation email explaining that the items are made to order. The email explained this could mean a long wait time, I sent an email canceling which is offered in the same email. I have not received a response to 2 emails now attempting to cancel and when I call no one answers and the voicemail inbox is full. There appears to be no contacting this company at the moment which is not ok. After reading other complaints I won't be doing business with this company ever again.

  Customer Answer

  Date: 09/06/2024

  This company finally got back to me in an email after I submitted the complaint and issued the refund. 

• Initial Complaint

  Date:08/22/2024

  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 several items at around 350 dollars. I ordered a chest rig, pouch, magnet, and pouch for my meter. I received the tape lanyard. I ordered 5 months ago and was told a 3 month lead time. Ok fine. I have called, emailed and no one has any idea when it will be done. I tried calling a month ago and the phones were turned off and now no one answers their phone. I emailed and was given an explanation of supply issues. I have waited for 5 months now and was going to order products for my crew but with this type of service there is no way I will order any products for my guys. I have worked in a similar industry and have never had a supply issue like they say they are having. I just want the products I ordered. They also said they will refund me a percentage and haven't got it either. They need to hire more people if they are that busy.

  Business Response

  Date: 08/26/2024

  I apologize for any confusion with your order. Our customer service department is very small and it is difficult for us to answer all calls with the amount of spam calls we receive, so we're only able to answer voicemails. I looked up your emails with customer service and it seems that you never responded when we offered the 20% discount back in June, which is why you hadn't seen the refund. When you emailed us this month, starting on the 8th, there were issues with refunding your card (which you stated) and the ****** refund is currently being processed. We use very specific raw goods for our products to provide the highest quality available and occasionally there are supply issues, which we're currently experiencing. This is why our customer service representative was unable to give you a timeframe, materials were backordered. It looks liek your order will ship in the next few weeks.

  Customer Answer

  Date: 08/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I had given Atlas 46 my ****** weeks ago and no response. It wasn't till the complaint that I got the refund today. They told me of the material problem 3 months ago. It doesn't take that long to get resolved. There is nothing more I can do and don't like being lied to by the business. It's sad that ot takes something like this to be heard and something to get done.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/08/2024

  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.

  Over 6 months and order has not been fulfilled. Account has been charged since day 1. Multiple emails with no indication of a potential ship date. Seems like fraud!

  Business Response

  Date: 08/08/2024

  Hello *******,

  I understand your confusion and we sincerely appreciate your patience while you've been waiting on the Charleston Wide Mouth Tool Bag. Normally, our lead times are ***** days but new products take longer to ship with our manufacturing process. It looks like we shipped you everything except the bag, which is still going through production. There is a notice at checkout and in the order confirmation email stating that wait times can be several months to give you a heads up, since most consumers aren't used to products being made to order. We are still working on your bag and would like to offer you 20% off the Charleston Wide Mouth Bag for the extended wait. Please email ****************************************** if you need further assistance with your order and I'd be happy to help you personally. 

  Hope you have a great day,

  ******

  Customer Answer

  Date: 08/11/2024

  Complaint: 22110430
  
  I have reviewed the business' response and am rejecting it because: The same day that Atlas 46 posted the response on BBB's site I received and email stating that the order would be cancelled and refunded (different message than was provided here).  I have not received the refund yet.
  
  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/12/2024

  I read the email with our customer service representative, it is attached for reference. Your order has not been cancelled. I apologize for the confusion. You should've been asked if you wanted to wait or be refunded for the bag you've been waiting on and we will address that on our end. Please contact my email if you are interested in a discount on the bag for the extended wait ********************************************* This is normal protocol when orders take over 4 months, as it does happen and we're happy to help make the wait easier.

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

• Initial Complaint

  Date:06/05/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order submitted in February given the standard 4-6 week lead time. Now in June almost 4 months since order was placed. Every time I reach out after 2-4weeks Im given they say another 2-4 weeks then 4-6 weeks. They have no updated tracking information and clearly inaccurate lead times. Have not been in offered any discount or any recompense for the massive delay. The tool bag doesnt have any bells or whistles and one of the simplest products they have so i cant understand how its taken so long. Definitely wont be purchasing from Atlas 46 again.

  Business Response

  Date: 06/06/2024

  I sincerely apologize you were given inaccurate lead times. Depending on the product, our normal estimated production and shipping takes ***** days from your order date, as you are buying directly from the manufacturer. Our gear is hand stitched and made to order. There was a longer wait that usual on your order because of material availability. We source all of our raw goods within ***************** and occasionally there are hang *** having access to the durable, military grade materials we use. It looks like you were able to use a coupon code to receive 10% off your order, but we'd like to offer another 20% off of your order if you'd like to wait for the two Charleston Wide Mouth Tool Bags to finish in production. Again, I apologize this wasn't communicated to you earlier so you had a better idea of when to expect your order. Please let us know how you'd like to proceed with order ******.

  Customer Answer

  Date: 06/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************