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:04/04/2023

  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 ordered a 22mag upper from Bear Creek and did not receive the Buffer tube and spring supposed to be included with unit. I have spent the last two days emailing and calling customer service with no response - they dont answer their phone at any time during the day nor return calls or emails. Order **********

  

  Business Response

  Date: 04/04/2023

  Thank you for reaching out to us. 

  After further review, our system shows you reached out to us on 04/02/23 as well as 04/03/23 via email. A voicemail was also received. 

  Please be advised our hours of operation are Monday-Friday 8:00 a.m.- 5:00 p.m. EST. Our phone hours are 9:00 a.m.-4:00 p.m. EST. 

  It is never our intent to leave our customers feeling left unattended to. We typically respond to our customers in a timely manner with ***** hours. 

  At this time, our system shows a customer service representative has reached out to you via email. Your ticket number 1550893.

  The packing slip for the missing item/s has been created. Once shipped you will receive an email with the tracking number.

  We ask that you please allow 2-3 business days for this process to be completed. 

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

   

  Thank you, 
  BCA Customer Support

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

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

   

   

• Initial Complaint

  Date:02/22/2023

  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.

  Ordered an AR 15 upper receiver on January 31st. The item arrived damaged from the factory I filed an RMA with bear creek and returned the item which was received by them on 2-2. They supposedly sent out a replacement and I still haven't received it yet. As of today 2-22 which is over their 14 day window. I have contacted bear creek and spoken with multiple "customer service" people and was told I would have to file a complaint with *****. I contacted ***** and was told by them the shipment was covered by insurance and only the seller can file the claim. I relaid the message to them with no response. I am only asking for the item I ordered be delivered in the condition I ordered brand new undamaged. Attached are pictures of the damage and tracking associated with the item.

  

  Business Response

  Date: 02/22/2023

  Thank you for your reaching out to us. 

  After further review our system shows the less than satisfactory item in question was received back in house so that we could offer a replacement.
  
  The replacement was sent out to you in a timely manner. Unfortunately, the return was lost during transit.  A claim was filed on your behalf as of 02/22/2023 after you reached out to us on 02/21/2022 with your concerns of the lost package. Please be advised the claim process does take time. Typically 1-14 business days. Although we do tend to to assist our customers in a more timely manner. 
  

  Please also be advised,  Bear Creek Arsenal can only be held accountable for our own shipping policy (must be shipped by 14 business days post purchase). We are not responsible for any carrier delays once your package has left our premises, this includes but is not limited to, expedited shipping methods. 

  In the event that your package is lost/stolen BCA would file a shipping claim on your behalf. At times this process may vary by up to 1-14 business days. We do tend to assist our customers with this matter in a timely fashion.  
  
  
  As of 02/22/2023 a shipping claims representative will be reaching out to the carrier to determine the status of your claim. 

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

   

  Thank you, 

  BCA Customer Support

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

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

   

  Customer Answer

  Date: 02/22/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it's been over 22 days since I purchased the item.   More than enough time to have the product delivered especially in state.
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:02/16/2023

  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.

  Order Order # ********** Total $303.69 was placed on February 1, 2023 and received February 10th. Upon opening the package it was apparent something was wrong with SKU number ***************, description: BC-15 | 7.62x39 Left Side Charging Gen 2 Upper Receiver/BCG Combo. The Left Side Charging upper was correct, however, the Shipped a Right Side BCG. I immediately called a left a message as they were closed. I then went to their website and sent a message through there as well as a follow up message as I forgot to include the order number. I did not hear anything on Monday 2/13/23, so I called Tuesday 2/14/23 morning, no one answered so I left another message. I still have not heard anything on 2/15/23 so I called again and they were closed, left a third message as well as sent an additional message through their website. No one has called wither number associated with this order. I have checked and can provide incoming and outgoing call logs. I just want the correct part sent as well as a return shipping label. This is my third order with Bear Creek, but my first issue and unfortunately ignoring my messages makes me rethink all planned future orders. I get people are busy, but is should not take more than 24 business hours to respond, and I surely shouldn't have to complain to the BBB to receive a response, I'm sorry it has come to this.

  

  Business Response

  Date: 02/16/2023

  Thank you for reaching out to us. 

  After further review, our system shows you were assisted by a customer service representative on 02/15/2023.

  A RMA (prepaid label) was created to have the incorrect item returned to us. 

  Once received we will be happy to resolve your particular concerns in a timely manner. 

  Should you need any further assistance please feel free to reach back out to us. 

  Your ticket number # ********

   

  Thank you, 

  BCA Customer Support

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

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

   

   

• Initial Complaint

  Date:02/10/2023

  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.

  Placed order for a 6.5 ******* ******, Bolt Carrier Group (BCG) gas tube and gas block.
  Order arrived with a .223 ***** barrel. Filed for them to correct the order. Sent barrel and BCG back under a RMA.
  
  Received replacement barrel on 2/9. Correct barrel but, no BCG. These people can't be this inept ! or can they.
  After seeing that they have 119 other complaints, decided to file. Sending a wrong caliber barrel can injure or kill someone test firing the weapon.

  

  Business Response

  Date: 02/10/2023

  Thank you for reaching out to us. 

  After further review, our system shows that a customer service representative was able to assist you with your most recent concerns on 02/10/2023 at 9:19 a.m.

  A packing slip was printed to have the correct BCG shipped back to you. 

  Please be advised, the collections from our shipping company typically collect our orders around 2-3 business days.  Our system will then send out the tracking number for the shipment.

   

  Please feel free to reach out to us directly with any other questions or concerns. Your ticket number ********

   

  Thank you, 

  BCA Customer Support

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

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

   

• Initial Complaint

  Date:01/13/2023

  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.

  Date of transaction was 12/17. I bought my husband the BC-15 order number: **********.
  
  I got an email on Monday the 9th stating my money was refunded due to no response from my FFL. I didn’t receive a phone call and my order was cancelled. The email stated I can resubmit my order with a new FFL. The price of the gun jumped $80.
  
  Why was no phone call made to me; why did you cancel my order and raise the price? Why haven’t you responded to my email and 4-phone calls?

  

  Business Response

  Date: 01/13/2023

  Thank you for reaching out to us. 

  Once you have placed your order for a full rifle, the lower & upper, you will be required to choose an FFL store from our list of FFL retailers closest to you, you can also narrow down the search of a store based upon a radius.
  Please note that each FFL is required to present a copy of their FFL certificate before we can ship the firearm out. This is for legal reasons the ATF requires from all manufacturers.
  If you choose an FFL that we already have certification for then this process becomes a lot smoother, and we can ship quickly.
  If you choose to pick an FFL that we do not have certification for then the process is significantly longer. Much of it depends on how quickly we can get the copy of the certificate from the FFL owner will influence the length of time it will take that we can ship out the rifle.
  We do our best to search for the FFL details and reach out for our customers but again we are typically at the mercy of the owner of the store. We do apologize for any inconveniences this may have/has caused. 

  Should you like to repurchase the preferred item please feel free to reach out to us directly. We are happy to make this right for you. 

  Thank you, 

  BCA Customer Support

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

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

   

• Initial Complaint

  Date:01/11/2023

  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 bought an product on the 12/31/22 I received the item and the product was damaged used and very dirty for being “New”I called several times to get nothing but a voicemail I have left one and sent two emails in 1 week with no reply. The product appears to have had grinder taking to it and the take down pin holes have a lot of wear to be a new upper for a firearm I found the hand guard is scratched and has the paint rubbed off of it and the shipping box has no damage so it was sold how it came. I would like to be contacted at least then we can work out making this right at this point I feel as I have been robbed

  

  Business Response

  Date: 01/13/2023

  Thank you for reaching out to us. 

  
  After further review, our system shows a customer service representative reached out to you on 1/12/2022.

  A RMA (prepaid label) was created for the return of the less than satisfactory item on 01/12/2022. 

  We are happy to offer to offer a replacement through our warranty process once the item has been returned. 

  Unfortunately, the label created shows no movement at this time. 

  When time allows please feel free to return the complete upper assembly to us. 

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

  Thank you, 
  BCA Customer Support

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

  c***********************************

   

   

   

   

  Customer Answer

  Date: 01/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I never got a response back from BCA till after I filed out this complaint left 2 voicemails called 9 times and sent two emails and I wish I could actually reach you guys for more assistance because I emailed you guys yesterday with no reply all I get is answering machine. You guys gave me a $21 credit that’s kinda of a slap in the face in my opinion I spent $250 on it and you give me a used items I sent a counter offer in the email because when I was trying to contact you the said new upper was marked down $50 on cost the day after I got mine . It is really hard for me to get to a shipping company to ship it back I was just trying to figure out a way to make it right on mine end.I am not one of them customers you can’t satisfy but the way I been done and spent a decent amount of money well to me $250 is a decent amount to me because I work for a living working 7 days a week and you go to treat your self and spend some of that money and for a company just to treat you like your just another paycheck to them I don’t really care for that ……So if you would like to call me to talk this out I would love too hear from you and not one of your rude people I would really love to hear from a higher up at this point you have my contact information from my ticket I have made please reach out to me or even an email from someone that actually responds would be nice 

  
  
  
  Sincerely,
  
  
  
  *** *****

  

  Business Response

  Date: 01/16/2023

  Thank you for reaching out to us. 

  After further review, our system shows that a customer service representative reached out to you to further discuss your return on 01/16/2023. 

  When time allows please feel free to return the item to us. Once received we will be happy to send out a replacement. 

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

  Thank you, 

  BCA Customer Support

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

  c***********************************

   

   

   

   

   

  Customer Answer

  Date: 01/17/2023

  
  
  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. Even though they have poor communication skills and don’t call back or email you till the BBB is informed and deals with the issue 
  
  
  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:01/09/2023

  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 bought a gun part that had rust on the item. i contacted them and was trying to figure out the best solution and they stopped communications. i tried calling and emailing to no response. they finally responded to me AFTER A REVEIW i posted on the bbb! they are very rude, insult your intelligence and basically call you a liar with no help to fix the issue! i had to take the item to a 3rd party to have the issue fixed due to no responce from them!

  

  Business Response

  Date: 01/09/2023

  Thank you for reaching back out to us. 

  After further review our system shows a reply was sent out to the email address on file on 12/22/2022.  A record of this is also seen in the email attached to this complaint.

  Your ticket number *******. Some emails may be sent to your spam or junk folder we do apologize. 

  Please be advised a RMA has been created to have the item returned to us. 
  Once returned we are happy to send a replacement.

   

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

  Thank you, 

  BCA Customer Support

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

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

   

   

  Customer Answer

  Date: 01/09/2023

  
  
  Complaint: ********
  
  in this email it shows I DID NOT RECEIVE THEIR EMAIL!

  I HAVE DIGITAL PROOF I HAVE TRIED TO CALL AND HAVE SENT MANY EMAILS THEIR TICKET NUMBERS #*******, #*******, #*******, AND #******* AND NO RESPONCES WHAT SO EVER FROM THEM!  MY NEXT STEP IN RESOLING THIS ISSUE I GUESS IS TO CALL MY CREDIT CARD COMPANY AND DISPUT THE CHARGES SINCE THEY WILL NOT RESPOND TO MY VOICE MAILS AND THE LITTLE AMOUNT OF EMAILS THE GUY Ivan Canot being rude and insulting my intelligence and basically calling me a liar! If some one want to call me and talk besides Ivan please call me at *** *** ****. i will give bear creek till Wednesday afternoon be for i dispute the charges with my credit card provider
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 01/10/2023

  Thank you for reaching out to us. 

  Please be advised we offer a limited lifetime warranty and more than willing to resolve your particular concerns. 

  A prepaid label was created on 01/09/2022 to have the item returned to us. 

  Please also be advised our system shows a member of management has reached out to you via email. Your ticket number ********

   

  Thank you, 

  BCA Customer Support

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

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

   

• Initial Complaint

  Date:01/04/2023

  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.

  The original date of the transaction was on December 2nd. The part that was sold to me was completely defective and failed to work. I sent it back to them once they sent me a return label so that it could be fixed or replaced, they received it via ***** on the 21st of December, i was supposed to receive an email confirming that it has been “checked in” and was ready to be worked on or replaced, i never received that. I have been trying to contact them ever since and they never answer their phones, and never answer emails. I left a review on ****** to try and catch their attention however, they only respond to positive reviews. I just want my part back at this point so that i can fix it myself.

  

  Business Response

  Date: 01/05/2023

  Thank you for reaching out to us.
  After further review, our system shows your return item was received in house on 12/21/2022.
  Our request to our customers would be to  please allow 1-14 business days for your warranty return/claim request to be reviewed and/or fulfilled once received into our system. 
  Please be advised a replacement complete upper assembly has been staged to ship by end of business day today. 
  The tracking information was sent to the email address on file.
  Should you have any other questions please feel free to reach out to us directly. 
  Thank you, 
  BCA Customer Support
  **************
  ************************************
  
  

• Initial Complaint

  Date:01/03/2023

  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 placed an order on 12/16/2022 for 3 items that all showed to be in stock. On 12/28 I recieved an email stating my order had shipped to my FFL. Once it arrived 1/2/23 I went to pick it up and one of the items was not included in the package. I attempted to call the number on the website but it is all automated and they do not return any calls or messages left. I was able to get a repsonse through submitting a inquiry through their contact us link on the website where the employee confirmed they do not use their phone system. He advised my 3rd item didn't ship becuase it was out of stock and he could not provide an expected date for it to be back in stock.
  He has stated that he will cancel my order for that item and I have placed a different item that shows in stock online and the employee verified to me by email that the item is in stock. I will update this if/when my new order is filled and I recieve credit for the cancelled order. I am dissapointed by the lack of customer service and communication and if I had been notified that the item was out of stock after my order was placed I would have cancelled the entire order and went a different route. Now I have 1/2 the parts I need to complete a project that was to be used specifcally during a season of Jan 2nd through the 15th and it is unlikely that I will have all of the parts necessary in that time.

  

  Business Response

  Date: 01/04/2023

  Thank you for reaching out to us. 

  We apologize for any inconvenience caused, we have initiated the process request for a refund, and this was sent to the accounting department for approval on 01/03/2023.

  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.

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

  Thank you, 

  BCA Customer Support

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

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

   

   

• Initial Complaint

  Date:01/02/2023

  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 purchased an AR-15. I have been calling the company for the past week and the call keeps going to voicemail. I have reached out via email. I tried to reach out by chat. It looks like the chat feature isn't available anymore. The phone is stating they're closed, but online it states the company is open. I also spoke with someone in the area who stated there is no inclement weather although the phone voicemail is attempting insinuate. I can only return part of the order via online form, but with the other item it's stating I have to call or wait for an email from them.

  

  Business Response

  Date: 01/02/2023

  Thank you for reaching out to us. 

  After further review, our system shows a email was received. We tend to answer all emails received within 3-5 business days. 

  Our normal business hours are Monday-Friday 8:00 a.m. -5:00 p.m. EST. Phone lines open at 9:00 a.m. and promptly end at 4:00 p.m. EST. At times we may a high volume of calls.

  Please be advised, we never intend to leave our customers feeling ignored. We do apologize. 

   

  Please also be advised, the requested RMA has been created and sent to the email address on file as of 01/02/2023.

  Once the item has been received back in house we will be happy to issue a refund. 

  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.

  
  *Any item past 30 days of initial purchase will be credited in the form of a coupon. Valid for 30 days.

  Should you need any further assistance please feel free to reach out to us directly. Your ticket number 1461264.

  Thank you, 
  BCA Customer Support

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

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