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Business Profile

Sporting Goods Retail

KM Tactical

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/21/2025

    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.
    I order 2 Glock slides 1 was out of stock. *** got back in a few days and said we can give u a g17 slide or refund. I responded immediately that I needed a g21 slide and would except any. He sent back the exact same EMAIL ignoring me. Over the next few days I wrote 3 short emails explaining again that a g21 slide like the 1 I ordered is what I need including pics of cheaper 1s from their website I would take instead JUST to be ez. Low and behold after about a week and a half after ordering they shipped a g17 slide with no other responses.
    Geez...Thanx ***! I was refunded for the slides price but somehow they keep the tax so my $85 g17 slide COST OVER $100. $108.56 PERCISELY. THATS SHIPPING of $8 and about $15 in tax.

    Business Response

    Date: 07/03/2025

    Dear *** *******

    First
    and foremost, we sincerely apologize for the frustration and inconvenience you
    experienced. Your feedback is very important to us, and we appreciate the
    opportunity to address your concerns.

    After
    reviewing your case, we discovered that while you did respond to our customer service
    representative, those responses were unfortunately
    not communicated to our warehouse manager. As a result, our warehouse team was
    unaware of your correspondence and was unable to act on your requests in a
    timely manner. This breakdown in internal communication was our mistake, and we
    take full responsibility for it.

    Please
    know that this is not the level of service we strive to provide. We are
    currently implementing additional measures to ensure that all customer
    communications are properly relayed across departments to prevent this type of
    issue in the future.

    We
    value your business and your patience as we work to make things right. If there
    is anything further we can do to resolve this situation or regain your trust,
    please don’t hesitate to let us know.

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

    Vice President

    KM Tactical

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


    Customer Answer

    Date: 07/03/2025



    Complaint: ********



    I am rejecting this response because: I still paid tax on the slide I never received and *** infuriated me into making this complaint. Could I possibly get a coupon code for a future order or something; whatever you could possibly do to make it feel like winning? Thanks again for your time!



    Sincerely,



    **** ******

    Business Response

    Date: 07/08/2025

    *** *******

    The sales tax has been refunded in the amount of $12.50. You should see that reflected in your account in the next couple of days. You are welcome to use code ******* on a future order. Thank you.  

  • Initial Complaint

    Date:01/17/2025

    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.
    Ordered a part on Dec 8th,

    Just to let you know — we've received your order ***********, and it is now being processed:
    [Order ***********] (December 8, 2024)

    They said the shipped it out the next day, but the tracking number always said it was at their location.
    Track Your Shipment: **********************

    I have called numerous times and they said the mail was slow. I finally called and told them to cancel the order and reimburse me , but they never did.

    Business Response

    Date: 01/17/2025

    I looked into this cyustomer claim today.  His order was placed 12/8.  His order was shipped 12/9.  Around 12/31 he contacted us informing us of non delivery.  We initiated a USPS request to locate, case #Search ** **** ** **** ****** Usually these initiate a delivery.  This was never delivered.  When the customer filed this BBB claim/Google review, I saw his order was still not delivered as of 01/17, and gave him a refund.  I called the customer twice to update him on 01/17, but there was no response.
  • Initial Complaint

    Date:12/11/2024

    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.
    Ordered items from this merchant on 11/25/24. The items were shipped via usps and expected to be delivered 12-2-24. Since then the items have been lost in the shipping process and a claim for lost mail was submitted. No updates have been made on this and merchant refuses to give a refund. I never even received the products and would like a refund as it was not my mistake or ever in my possession. I also paid double shipping cost and the merchant benefited off of that and combined my items into 1 box and refused to discount shipping.

    Business Response

    Date: 12/23/2024

    This customer's complaint does not accurately reflect the events that occurred. I have provided files that show his order was placed on 11/24/24 and shipped on 11/26/24. He received the tracking information for his order when USPS picked up his package from our warehouse. Once the package leaves our facility, it is no longer under our control. The USPS tracking for this customer's item shows it was delivered to their front door/porch on 12/16/24 at 9:30 am (image attached). That is later than the expected delivery date of 12/2/24 but that is on the Post Office, not KM Tactical. And with it being a holiday season, delays should be expected.

    The customer initial called us on 12/4/24 to state the package hadn't arrived by it's original expected delivery date. At that time, we requested a package search with USPS ***** ** **** ****). The customer called again after the package was delivered on 12/16/24 and they told my GM that it was stolen off their front porch. My GM instructed them to file a police report. KM Tactical nor the Post Office are at fault for them not receiving their package, we shipped it and the Post Office delivered it. If it was stolen off his front porch, he needs to file police report and we can proceed from there. This is not a case of us not shipping his order or his order getting lost in transit. If we never shipped it, we would issue a refund. If USPS lost it in transit, we would file an insurance claim to be reimburse the cost. The item was stolen, that requires a police report being filed.

    Regarding double shipping cost, I have attached a photo of the exact listing the customer won, which clearly states we no longer combine shipping. Additionally, if you bid on several items, they MAY ship together if payments are received within a short period of time, but shipping costs will not be reduced. Factor full-price shipping into your bids. The customer was aware that a combination or reduction in shipping would not occur prior to bidding on and winning the item.

    Customer Answer

    Date: 12/24/2024



    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,



    ***** *********
  • Initial Complaint

    Date:12/09/2024

    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 ordered from KMT in good faith and paid with my card. The order continued to state it was processing so about a week later I called them and got an unreasonable excuse so the following day I emailed them and told them to cancel order and is5a refund. I received an email stating my refund would be back on my account in 1-3 days. It is going on 2 weeks now and still no refund. I sent them another email this morning at 6:30 stating I would contact BBB if they ignored me. Still no response. Thank you BBB.

    Business Response

    Date: 12/10/2024

    This customer's order did not process through our automated system, and I apologize that this explanation was unreasonable to the customer. When we rely on technology and it fails, issues like this occur. The order had to be manually entered into our system on November 27 after we were notified that some orders were not going through. You can see this on the picture of the sales order. It states 'Manual Order' and has a sales date of 11/27/24.

    The customer called on November 29 to request cancellation and a refund for the order. However, by that time, the pack sheet had already been printed and sent to our order fulfillment team. The employee who spoke to the customer on November 29 canceled the order in the system and informed the order fulfillment team to pull the pack sheet to prevent shipping. He was waiting for confirmation from the order fulfillment team that the pack sheet had been pulled before issuing the refund.

    Unfortunately, with all this happening on Black Friday (November 29), when we experience a significant influx of orders on top of an already busy retail season—and considering that we do not operate on weekends—this response took longer than usual. A refund was eventually issued to the customer on our end, but it is now up to the bank to return the funds to him.

    We sincerely apologize for the inconvenience this caused our customer. I assure you that this situation arose due to the high volume of orders during the holiday season and being short-staffed at that time. There was no malice or ill intent behind this shortcoming, and we will strive to improve in the future.

    Business Response

    Date: 12/10/2024

    This customer has ordered from us lots of times over the last two years with no issue. In fact, the longest it has ever taken to ship one of his order was 4 days and two of those days were over a weekend when we are closed. 
  • Initial Complaint

    Date:05/17/2024

    Type:Billing 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.
    On May 6, 2024 I placed an order for an assembled and completed compensated slide. I paid $407.44 total ($364.99 for the product, $7.95 for shipping, and $34.50 for sales tax). Upon receiving the product, I tried to use the product as intended, and it is defective. The slide is meant to have an optic attached to it, but the described optic does not fit. The slide is meant to fit onto a Glock 19 frame, but it does not fit onto most frames. I finally found a frame it would fit on, and the slide does not chamber a round at all, which would be it's intended purpose. The sellers website offers an email address and phone number to contact for returns and refunds, staying that defective products are eligible for refund. I have emailed the business twice and called the business twice, but I have not heard back. I first tried contacting the business on May 14, 2024. Given that I paid over $400 for a defective product, I would like to return it and receive a full refund. At the very least, I would expect better customer service after spending $400 on a single product. Invoice number Order KMT-******)

    Business Response

    Date: 05/17/2024

    Valued Customer,

    I want to start by apologizing for the delay in receiving adequate customer service for the issues you were having with the product you purchased from us. We posted on both our social media and google that we would have limited/delayed customer service this week due to preparing for and leaving for the NRA show in Dallas. We understand that not everyone sees these updates, but we are at least trying to inform people. 

    We tried to call you, but it went to voicemail and your inbox is full, so we were not able to leave a voicemail. We have issued you a return label which you will receive in your email. Again, we apologize for the inconvenience and hope this is to your satisfaction. Have a blessed day.

    KM Tactical

    Customer Answer

    Date: 05/17/2024

     

    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,



    ****** *******
  • Initial Complaint

    Date:02/07/2023

    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.
    I purchased a complete upper assembly and parts kit from them and never received it. I waited for the post office to review the transaction then filed a police report they told me that the packed should have been insured or signed for. Either way I never recieved my purchase!

    Business Response

    Date: 02/07/2023

    *** ***** ordered from our website on 01/18/2023.  His order was shipped on 01/19/2023.  **** Tracking #**********************.  Using the tracking #, the order was scanned as delivered by **** on 01/21/2023.  As with all packages we have outbound, we insure them.  **** Insurance does not cover packages that are scanned "Delivered".  A claim was still made on the customers behalf, but as expected, per **** policy, it was denied.  Hardly worth a BBB complaint against the company who shipped an order next day.  This seems more appropriate to complain about the delivery courier.

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