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:06/14/2023

  Type:Customer Service 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 placed an order with Bear Creek Arsenal order #********** on June 5, 2023. I knew I would be going out of town on June 16, 2023 thinking that would be plenty of time to receive my order before I left. On June 10, 2023 I contacted Bear Creek Arsenal by phone to get an update on my order. A man answered the customer service extention he did not identify himself. When I asked about a shipping update he told me they had 14 days in which to ship my order. I said I understood that asking for estimated date of shipment. I was again told quite rudely that it would 14 days. I told the man that if he could not give me an answer I would have cancel my order. The man told me that once the payment had been processed he could not cancel my order. I stayed it was more like WOULD NOT INSTEAD OF COULD NOT. I tried to explain that I would be going out of town on June 16 and needed to know I would receive this before I left. I stated that if it arrived after that date it would be left on my front porch for several weeks before I came back home. He again rudely stayed he had 14 days and he would not refund my money. I asked what I should do about the order being left on my front porch for weeks, he stated that was not his problem. After stating this was his problem quite angrily by me he refused to speak to me ant further. He did not hang up he refused to speak to me. While sitting there in silence I called my bank on a second phone. When my bank answered on speaker phone and I asked for the fraud department ************ from Bear Creek Arsenal hung up on me. My conversation with my bank is not germane to this complaint. I have tried to call BCA several other times being sent to voicemail. Leaving a voicemail is a joke. I am left quite perplexed by this and confused as to how a company that has such distain for it's customers stays in business.

  

  Business Response

  Date: 06/14/2023

  Thank you for reaching out to BCA. 

  
  Our standard processing times are between **** business days to process any new order.

  When an order is placed and the payment is made, we cannot edit, modify, or cancel it. We can view the order, but it will not allow us to make changes to the order.

  Our process for return or cancellation of an order is as follows:
  You may refuse it from FEDEX, and we can refund you once it arrives back at Bear Creek Arsenal. 
  If this is not an option, we will assist you with a prepaid return label, after it is processed you can ship it back to Bear Creek Arsenal, and once we receive it, we can complete your refund.

  Please be advised we are currently working on a system that will better accommodate our customers with type of request. 

   

  
  After further review, our system shows your package was shipped 06/12/2023. Currently in transit, scheduled to arrive on 06/14/2023.

  An email with the tracking information was sent to the email address on file. When time allows please feel free to reach out to us via email so that we may further assist you with a return label to have the unwanted item returned to us. Your ticket number 1610188.

  Thank you, 

  BCA Customer Support

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

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

   

   

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20184312
  
  I am rejecting this response because:

  As I explained to ************ I will not be home to reject the package. "That's not my problem" was the response. Not acceptable.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 06/14/2023

  Thank you for reaching back out to us.

  We totally understand, If this is not an option we will assist you with a prepaid return label, after it is processed you can ship it back to Bear Creek Arsenal, and once we receive it, we can complete your refund.

  You may also feel free to log into your account online to generate a return label. The steps on how to create the return label were sent to the email address on file. 

  Should you need any further assistance please feel free to reach out to us directly. Your ticket number 1610188.

   

  Thank you, 

  BCA Customer Support

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

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

   

   

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20184312
  
  I am rejecting this response because:

  READ CAREFULLY.....I WILL NOT BE HOME TO RECEIVE THE PACKAGE. I AM OUT OF TOWN FOR AT LEAST 3 WEEKS. IT WILL NOT BE ON MY FRONT PORCH WHEN I RETURN TO RECEIVE A RETURN LABEL TO SEND IT BACK!!!!! I HAVE EXPLAINED THIS TO YOUR RUDE ARROGANT EMPLOYEE WHO DID NOT CARE. THIS IS NOT ACCEPTABLE.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 06/15/2023

  Thank you for reaching out to us. 

  In order to further assist you with your particular concerns we ask that you reach out to us directly. 

  Your ticket number 1610188. 

  Looking forward to your reply. 

   

  Thank you, 

  BCA Customer Support

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

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

   

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20184312
  
  I am rejecting this response because:
  II have called gentleman I spoke to was arrogant and rude and made me extremely angry. I will not call you and have the possibility of speaking to that same young man again because if I do I'll drive to your store and confront him face to face
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/12/2023

  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.

  I ordered a 9mm upper back on April 22 2023, once it arrived I had a mag block that I ordered specifically for the upper that I was told would work with and once I tried it didnt work so I contacted the mag block company and I sent out my old one and they sent a new one out right away thinking maybe it was out of spec and that one still wouldnt work, so next I go an order from another company two endomags and they come and they were supposed to work with my upper as well and they arrive and they didnt work eitherSo at this point I was furious that nothing was working and it was the end of May and finally I decided to ************ the upper and come to find out I was sent the wrong upper I was sent a 7.62x39 upper now of course I could have checked sooner then later but you naturally think you get what you order but not in this case, so long story short I try to reach out to the company multiple times by email atleast 4 times and got no response I called countless times and only got a voicemail ******** and left numerous messages and never heard anything back until finally one day they called back the only solution to the problem they game me was oh you can send it back and then we can you a new one but at this point I already had the upper and I didnt want to go through the whole return process so I just asked if I can keep it even though it cost less then the upper I ordered and just repurchase my original upper and they gave me a $30 credit which sure seems nice but Im all reality it was just 10% off and I bought the original upper when it was on sale and the $30 off didnt even bring it down to my original cost so at this point I try reaching out again to simply ask if theres anyway I can get more of a credit or discount to atleast bring the total to my original cost and once again Ive emailed a handful of times and get no responsein the end the customer support/service has been horrible and unfortunately makes me not want to do business again

  

  Business Response

  Date: 06/12/2023

  Thank you for reaching out to us. 

  After further review, our system shows a customer service representative responded to your request for return of the item on 06/06/2023.

  As per the email, once the item is received we can begin the return process.  Once the label has been created in our system you would typically receive an separate email from BCA returns. 

  Should you need any further assistance please feel free to reach back out to us. Your ticket number ******* "credit". 

   

  Thank you, 
  BCA customer Support.

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

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

   

   

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20170531
  
  I am rejecting this response because:
  Yes I stated that I finally talked to someone but I asked to keep the product so I didnt have to go through the whole return process and be out of what I ordered I simply asked for the price of the new upper I ordered to be adjusted since the one I ordered originally was on sale and I dont feel like its fair that I now have to pay more for something I bought that was on sale and now isnt when you guys sent me the wrong thing.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/19/2023

  Thank you for reaching out to us. 
  
  As per the email received on 06/06/2023.  Please advised we do not offer partial refunds.

  In the event a incorrect item is received we will be happy to offer a cross shipment of the correct item to quickly resolve your particular concerns via 2nd day. 
  Should you need any further assistance please feel free to reach back out to us directly. Your ticket number ******* "credit". 

   

  Thank you, 
  BCA Customer Support

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

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

• Initial Complaint

  Date:06/02/2023

  Type:Customer Service 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 placed an order May 2, 2023 and have not received the items after 1 month. I was emailed by customer service on ******* stating that order was being packaged and tracking should arrive in the next couple of days. It is now 6.1.23 and still no tracking. **************** was emailed multiple times they have informed me that my dealer account has been rescinded and the order was cancelled.

  

  Business Response

  Date: 06/08/2023

  Thank you for reaching out to us. 

  After further review, our system shows that the order in question was canceled. 

  Please be advised this information was also relayed via email on 06/02/2023.

  Please also be advised as per our terms and conditions,  Store credit is to be used by the designated recipient and unless otherwise approved by the issuer.

  Should you have any other questions please feel free to reach back out to us directly. 

   

  Thank you, 

  BCA customer Support

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

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

   

   

   

• Initial Complaint

  Date:05/30/2023

  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.

  On May 3rd, 2023 - I placed an order online with Bear Creek Arsenal. The Order # is: *********. (2) two items were purchased and both showed In-Stock. After not receiving a tracking #/shipping confirmation, I contacted them on May 10th about the status. I was told by a customer service representative that they were about to be shipped out and that I should receive a tracking # in a couple of days. A week later, still no info on my order, so I called again. I requested the status and got the same exact story again. I requested a refund and was told that they dont do refunds and that they have up to (14) fourteen business days to ship out my order, but I should see a shipping/tracking email in a couple days. On Wednesday - May 24th, I received an email stating that I needed to contact them about my order and that the items were not in-stock after all. I contacted them by email and phone and requested a refund again. I was told that a refund would be issued by their accounting department. On May 25th, I received an email notification that the refund had been sent to my bank. On Friday - May 26th, my bank showed a pending refund/deposit from Bear Creek Arsenal for the amount of $455.58. On Friday night, the pending refund/deposit disappeared from my account. Today, May 30th - I went to my bank and sat down with a branch manager and looked at my account to find out why the refund had not been processed. The branch manager informed me that there is now - no record of a refund being issued to my account by ********************** and that the only thing that could have happened was that the refund had been reversed by Bear Creek. I called Bear Creek and spoke with a customer service rep named *****. He would not transfer me to the **************** manager, was rude and did not want to assist me. 5 minutes later, I called back and spoke with ******* who was much nicer and hospitable. He t said he would email April the ** manager and have her call me. No response.

  

  Business Response

  Date: 06/14/2023

  Thank you for reaching out to us. 

  After further review, our system shows a refund was completed on 05/25/2023.

  Once the refund has been completed in our system this process can take between 3-5 business days.
  Please be advised, depending on the bank you have this refund may take an additional 3-5 business days to appear back to the credit card on file.

  Although this may vary depending on your banks policies regarding refund/reverse payment charges. Some banks may take up to thirty (30) days. 

  On 05/30/2023 the customer service manager reached out to you to further discuss your concerns. 
  A copy of the credit memo was sent along to you via email. Your ticket number *******. (please see email correspondents below.)

  30 May 04:51 PM ( responded in 4 hours )

  
  
  Good Afternoon ************, 
  As per our conversation, please see the credit memo I have attached below. 
  I strongly suggest you take this information to your bank so that they may assist you with the whereabouts of your refund. 
  Also as per my previous email once the refund has been completed on our end. This process can take between 3-5 business days, and once processed and approved on our end you will receive an email notification. Wishing you a wonderful remainder to your day. 
  
  
  Please feel free to reach back out to us directly with any other questions or concerns. Your ticket number *******.

  Thank you, 

  BCA Customer Support

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

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

   

  Customer Answer

  Date: 06/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find it to be a bunch of B.S.

  I finally received my money back from them and it was more than (5) five business days. I have spent thousands of dollars with this company in the past, but after this fiasco - I will NEVER do business with this company ever again and Ive now sold everything that I had ever purchased from Bear Creek. The customer service manager was terrible and her leadership has definitely trickled down through her staff. When someone laughs at you on the phone about possibly getting an attorney involved and says and I quote: It will cost you more in attorney fees than we owe you. - that told me all that I needed to know about her and their business practices, not to mention being lied to multiple occasions as well. I hope that her supervisors read this and reprimand her for her actions, but Im sure they wont and they probably dont care. 
  

  BBB, thank you for your attempt to help with this situation. I really appreciate it.

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

• Initial Complaint

  Date:05/11/2023

  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 purchased an item from them and after a couple of weeks of waiting I got the wrong item. I submitted a return due to this and wanted a refund since then. I've had no communication from the company nor a refund. I've also have tracked the item returned and it shows it was received by bearcreekarsenal. My emails and voice calls have gone un answered. My order number originally **********

  

  Business Response

  Date: 05/11/2023

  Good Afternoon
  Thank you for reaching out to us at Bear Creek Arsenal.
  After further review our system shows the item was returned to our docks on 05/08/2023. 

  We would typically receive a pallet with a variety of items associated for ** and we must go through a process for receiving one unit at a time.
  Please be advised that you will receive an e-mail letting you know your item has been received into our system. This is automatically generated from our internal systems, and you will be notified immediately.
  Once this has happened, we will start processing the requested refund.   Please watch out for the follow up e-mails to stay abreast of your warranty claim.  Should you need any further assistance please feel free to reach back out to ** via email. Your ticket number 1563129. We appreciate you allowing ** to resolve this matter for you.

  Thank you, 
  BCA Customer Support

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

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

   

  Customer Answer

  Date: 05/12/2023

   
  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:05/08/2023

  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 complete upper assembly, 3 20 round and 1 10 round magazines on April 16, 2023. They took payment the next day. I still have not recieved my order. I have left a email through their web site and left phone messages, and have had no contact with them. At this point all I want is my money refunded. My order number is *********. I can see no reason for it to take 3 weeks to process an order and no contact with me. I have reviewed my billing and shipping addresses on their website and it is correct.

  

  Business Response

  Date: 05/08/2023

  Good Morning!

  
  Thank you for reaching out to us at Bear Creek Arsenal.
  Our standard processing times are between **** business days to process any new order. Due to the legalities associated with lowers and or full rifle assemblies we must comply with paperwork requirements due to the weapons being serialized. Recently we have received a high influx of orders. We do apologize for the delay. 
  
  
  
  According to our system, we have not shipped the unit out, but it is in the process of being packaged and ready for shipping, you should receive an email in the next couple of days with the tracking number. As per your request we have canceled your order and have initiated the process request for a refund. The paperwork was sent to the accounting department for approval. This process can take between 3-5 business days, and once processed and approved on our end you will receive an email notification. Please be advised, depending on the bank you have this refund may take an additional 3-5 business days to appear back to the credit card on file. Also, be advised if you have had a recent change to your card. Such as an expired/canceled card we would need updated contact information. Accounts payable representative will be reaching out to you to obtain this information. Thank you for your patience and excited to get this resolved for you as quickly as we can.
  
  
  
  
  
  
  If you have any additional questions or concerns, please do not hesitate to contact us. Your ticket number 1564963.

  BCA Customer Support

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

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

   

  Customer Answer

  Date: 05/08/2023

   
  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:05/02/2023

  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.

  My son bought me an AR9 upper for my birthday. It arrived on March 30th. I immediately tried to mount it, but it was blocked by the standard extractor. I pulled an AR9 upper I bought from them a couple of years ago and tried mounting the new one on that lower and it wouldn't mount on that 1 either. Both lowers are Milspec, the exact type they also sell, and there is no reason an older upper from them would fit, but not the newer. I immediately tried to contact the company but there was no answer on the phone. I filled out the return replace form online which constantly crashed. I was finally contacted on April 3rd, which I responded to immediately and I did let them know I brought it to a gunsmith and they let me know that the ****************** is incorrect, and doesn't have the space to fit an extractor which is required on an AR9.Regarding our AR-9s these are compatibl let them know within 15 minutes of me getting the package that it was incorrect. I was given a BS response and have been ignored since. They like to drag it out and say it takes fourteen business days to get back to you, yet it has been over a month and I have not heard what they are planning to do to fix the situation.

  

  Business Response

  Date: 05/02/2023

  Thank you for reaching out to us. 

  After further review, our system shows a customer service representative assisted you with a return label to have the complete upper assembly or the *** returned on 04/04/2023.

  Unfortunately we have not heard back from you. 

  When time allows please feel free to respond to your ticket 1547823.

  We are happy to further assist you. 

   

  Thank you, 

  BCA Customer Support

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

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

   

   

• Initial Complaint

  Date:04/19/2023

  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.

  I ordered three magazines over 3 months ago and return them for they were the wrong ones. You said that you would refund my money back into my account and so far it has not been done. Oh yeah the ** I got from you blew up it took out the bolt the magazine spread the and swelled the bullet chamber.

  

  Business Response

  Date: 04/19/2023

  Thank you for reaching out to us. 

  After further review, our system shows a gift card code was issued on 02/23/2023 for the returned magazines as per your request.

  The gift card code is typically sent to the email address on file. Your ticket number 1549181.

  Please also be advised, we do offer a limited lifetime warranty.  The firearm would fall under warranty for repair/replacement.

  We would be happy to assist you if you would prefer some assistance in the matter. A customer service representative has sent along an email offering our further assistance in this matter.

  Please reference your ticket number 1534453.

   

  Thank you, 

  BCA Customer Support

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

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

   

• Initial Complaint

  Date:04/18/2023

  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.

  Hello,I made a purchase with Bear Creek on 3/17/23 of sku # ***n-uasch556cm41617m-15me order # **********. I was flagged for possible fraudulent purchase, I quickly sent all the information they requested and i received an email stating your order will continue to be filled ( I have no issues with this process). I received an email on 3/22/23 that my order has been shipped and i was given a tracking number. I made an additional purchase on 3/20/23 order number ********** that was shipped on 3/23/23 and i received on 3/28/23 in perfect working order and in perfect condition. Order # ********** has still not been received i have called 8 times and left messages, i have received 1 call in return and my call was answered once. I spoke with the same guy that seems to hate life or his job, both times told me it will go out. Fed ex tracking # ************ says label was created on 3/22/23 at 9:18 am and with an estimated delivery date of "a delivery date will be provided when we receive your package from the shipper". I understand about being short handed staffing wise but this is not expectable business practice.

  

  Business Response

  Date: 04/18/2023

  Thank you for reaching out to us at Bear Creek Arsenal.

  
  Please be advised, our standard processing times are between **** business days to process any new order. Due to the legalities associated with lowers and or full rifle assemblies we must comply with paperwork requirements due to the weapons being serialized.

  
   According to our system, we have shipped your order ********** on 03/17/2023. However, we see no movement on the tracking label created.

  As of 04/18/2023 a customer service representative has reached out to the appropriate parties to determine the whereabouts of your order. 
  
  
  
  Should you need further assistance please feel free to reach back out to us via the email you should have received. 

  Your ticket number 1535651.

   

  Thank you, 

  BCA Customer Support

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

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

• Initial Complaint

  Date:04/14/2023

  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.

  I fairly recently purchased an AR15 Grendel upper. After just a few shots the firing pin broke. I replaced it with one I had on hand. A few shots later the extractor broke. I realize, I may have just got a lemon, but.. After several voice mails and several emails, Ive received NO communication back. ************ ***********************

  

  Business Response

  Date: 04/14/2023

  Thank you for reaching out to us. 

  After further review, our system shows we received an email from you on 03/22/2023 at 9:27 p.m. 

  A customer service representative was able to assist you the following business day with a reply. Your ticket number 1541150.

  Unfortunately we did not receive a response back to the email sent out.

  Should you need any further assistance please feel free to reach out to us directly via email. 

  Please be advised our office hours are Monday-Friday 8:00 a.m.-5:00 p.m. EST

   

  Thank you, 
  BCA Customer Support

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

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