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:12/30/2022

  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 diamond fluted barrel from them. I recieved the wrong item. They do not return calls to their customer service line. I have called multiple times on multiple days. The item I recieved cost less that the item I ordered.
  There was no packing slip included in shipping box. So that makes me think that this was not a shipping error but a bait and switch.
  Not to mention the item has rub marks through to bare metal that makes me think that the item was used, probably a return. There also what looks to be a grove on a place where there should not be a grove that appears to have rust in the grove.I want to return the item but I can not get a hold of anyone to talk to them about this problem. I want a refund.
  There warranty is 30 days from order. I ordered it on December 8, received it on December 27, so they are hedging the warranty time in my opinion.
  My order #**********. I have called everyday sense receiving the wrong item. Included calling about 15 mins after being handed the package by *****. To no avail. If I would have looked at the complaints on the BBB website I would have never ordered from this company.

  

  Business Response

  Date: 01/13/2023

  Thank you for reaching out to us. 

  After further review, our system shows a customer service representative assisted you with a prepaid label on 12/30/2022.

  The returned barrel was received into our system on 01/13/2023.
  

  At this time we have initiated the process request for a refund, and this 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.

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

  Thank you, 

  BCA Customer Support

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

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

   

• Initial Complaint

  Date:12/26/2022

  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.

  Back in October I sent my rifle to back to Bear Creek to be repaired by then as it is under warranty. My rifle was supposed to be shipped back to me the week of Nov 21. It is now Dec 26th and I have not received my gun back. November 29th I called and asked to speak to the manager again and the man told me they were not available. I told them I would wait. They hung up on me. I have not been able to get any one on the phone since then. At this time I just want a full refund immediately.

  

  Business Response

  Date: 01/10/2023

  Thank you for reaching out to us. 

  For warranty returns, our request to our customers is to allow for 1-14 business days to process the returns.

  At times we can get this completed earlier but it does vary in time, thus the request for 1-14 days. 

  After further review, our system shows your repaired item was received into our system for repair on 11/10/22. Once repaired the item was shipped back to the FFL on file on 12/20/2022.

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

   

  Thank you, 

  BCA Customer Support

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

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

   

   

• Initial Complaint

  Date:12/26/2022

  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 a complete rifle from BCA on 11/26/2022. Order number **********. I have yet to hear anything from this company and my order is still marked as processing. I’m well past their 1-14 days including time allotted for the holidays in my opinion. I’m over double their quoted shipping and processing time and have not heard a single word from them. I’ve left a minimum of 4 voicemails and sent two emails to which I got no reply other than the generic “ticket created” email. But they can still send me multiple emails trying to get me to purchase more and reply to complaints on the bbb website. This is by far the worst customer service I have ever had from a fire arms manufacturer. I would love to have the merchandise I ordered, but at this point a refund is all I can hope for. I’ve missed out on several other deals I was looking at because I took a chance on this company and now will end up paying significantly more for another product. On top of already ordering multiple accessories for this product that are going to sit as wasted money until I can find another firearm to purchase. The utter lack of concern for customers is border line criminal. Again I have received ZERO communication from BCA in regards to why my order is taking so long or if there was something I needed to do to help them out. A refund would be greatly appreciated as I have lost all faith in any ability to receive the merchandise I paid for. I waited nearly 2 weeks to contact the bbb in regards to this matter in hopes that they would reach out.

  

  Business Response

  Date: 01/10/2023

  Thank you for reaching out to us. 

  Our standard processing times are between 1-14 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. During the holiday season our shipping times may be delayed. We do apologize. 

  As per your request on 12/29/2022 a complete refund was issued and applied back to the card on file. 

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

  Thank you, 

  BCA Customer Support

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

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

• Initial Complaint

  Date:12/18/2022

  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.

  November 21st 2022 I placed an order on an AR 15 type rifle. A month later and unable to talk to anyone over the phone about the status of my order and two computer generated emails I have requested the order been canceled and issue me a refund. They keep ignoring me. Their 30 day return window for cash refund begins the day you place your order, outside this window you only get store credit, something I do not need. I emailed them again today and requested they do not ship the rifle as I do not want to complicate things with attorneys and small claims courts. They refuse to answer me and this is why I am filing this. I did receive one short reply stating that I should refuse delivery from the ***** delivery driver at my local FFL dealer, something I have no control over and on top they notified me today they have no records of my local FFL dealer which is frustrating as he is still active as I received another rifle from him just yesterday. I have patiently waited for close to a month now but this is it. This was supposed to be Christmas gift and now it turned into a nightmare. I just need some help here from anyone that can help…
  Thanks

  

  Business Response

  Date: 01/13/2023

  Thank you for reaching out to us. 

  Our standard processing times are between 1-14 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. During the holiday season this may vary. We do apologize for any inconveniences this may have/has caused. 

  After further review, our records show your item was shipped on 12/21/2022 and delivered to the preferred FFL on 12/28/2022. 

   

  Should you have any other questions or concerns please feel free to reach out to us directly. Your ticket number ********

  Thank you, 

  BCA Customer Support

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

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

   

   

• Initial Complaint

  Date:12/15/2022

  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 2000886970. 12-2-2022 ordered $300+, but received the wrong patch and wrong 9mm upper, but it came 2 days early. To make things worse, the description for the 9 mm upper I ordered has changed to no longer include the description of it being a bufferless upper. I have called every day since then and I have not been able to reach anybody on the phone because it goes to voicemail after ringing for a little while. I have also tried email, ********, the returns department and the customer service department applications on their page. After checking other comments on ******** it appears that the only way to get a response is through the Better Business Bureau. Please help.
  I’m sorry I didn’t take a screenshot of the item before I ordered it because I didn’t expect the description to change. I would like an exchange free of charge or a refund please.

  

  Business Response

  Date: 12/30/2022

  Thank you for reaching out to us. 

  After further review, our system shows we received an email about your particular concerns on 12/20/2022. A customer service representative promptly responded on 12/20/2022. 

  The email was sent to the email address provided and included the link for the necessary RMA (prepaid label) to have the unwanted item returned to us. 

  Once returned we will be happy to initiate the refund as requested. 
  

  
  Should you need any further assistance please feel free to reach out to us via email. Your ticket number 1446579.

  Thank you, 
  BCA Customer Support

  1-919-292-6000

  [email protected]

   

  Customer Answer

  Date: 01/03/2023

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

  the email you received first was on 12/13/22, but I didn’t get my first response until after(12/16/22) filing with the BBB. I called numerous times for three days and couldn’t even leave a message because vm was full. And tried to get help on ********* ******** and even *******. No actual help, was just referred to the website. I still haven’t even gotten a straight answer as to if the description of the item was changed after I ordered. The wrong upper and wrong patch were received by bear creek arsenal today and I haven’t heard from them yet. I would like a phone call please from an unblocked number. **********
  
  
  
  Sincerely,
  
  
  
  *** ******

  

  Business Response

  Date: 01/09/2023

  Thank you for reaching out to us. 
  After further review, our system shows we received an email about your particular concerns on 12/20/2022. A customer service representative promptly responded on 12/20/2022. 
  The email was sent to the email address provided and included the link for the necessary RMA (prepaid label) to have the unwanted item returned to us. 
  Once returned we will be happy to initiate the refund as requested. 
  
  Should you need any further assistance please feel free to reach out to us via email. Your ticket number ********
  Thank you, 
  BCA Customer Support
  **************

• Initial Complaint

  Date:12/15/2022

  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.

  On November 30th, 2022, i bought an ar15 from bear creek arsenal, got my receipt, but never got a tracking bumper or anything. if you look at their face book, there are people like my self, that have ordered stuff and been waiting months and trying to call them. i have tried to call them every other day for 2 weeks now and a lot of people are commenting on they’re face book page wanting to know why they won’t answer the phones or emails or anything, but will still make posts claiming fast shipping and what not on face book. there are people wondering if they even sell rifles anymore on they’re face book but they definitely have my 359.99. i get that it’s black friday season but this has been going on with them for a few months it seems like and i am definitely not the only person experiencing them completely going “ghost” after purchase. please contact me @********** maybe there’s something we can do about this.

  

  Business Response

  Date: 12/29/2022

  Thank you for reaching out to us. 

  Our standard processing times are between 1-14 business days to process any new order.

  Once the order has been shipped, we will typically send you a tracking number and the courier company we are shipping through.

  During our busy season there may be a delay with your shipment. 

  After further review, our system shows your order was shipped on 12/09/2022. Delivered on 12/12/2022.

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

   

  Thank you, 

  BCA Customer Support

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

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

   

   

• Initial Complaint

  Date:12/14/2022

  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.

  On 11/28/22 I purchased a VG6 Gamma muzzle break $54.99 before tax and shipping. The 10% discount code for creating account signing up or receiving news letter do not work as advertised. As of today 12/13/22 the order still says it is processing. Customer service will not answer the phone or call back. I was thinking this is a scam website.

  

  Business Response

  Date: 12/28/2022

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

  Please be advised, our standard processing times are between 1-14 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. At times this process may vary depending on the high influx of orders received. We do apologize for the delays. 

  After further review, our system shows your order was shipped on 12/16/2022. Delivered 12/19/2022.

   

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

  Thank you, 

  BCA Customer Support

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

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

• Initial Complaint

  Date:12/14/2022

  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 rifle from Bear Creek Arsenal on November 14th. My order information says it’s “processing” I have called and spoken with a customer representative twice but haven’t received any answers other than “ it takes 14 days to process”.
  My calls on December 13th received no answer. I’ve tried to reach out on social media to Bear Creek Arsenal to no avail. My order was paid for and the shipping information was provided. I would like some answers about the status of my order.

  

  Business Response

  Date: 12/28/2022

  Thank you for reaching out to us.

  Our standard processing times are between 1-14 business days to process any new order. Once the order has been shipped, we will typically send you a tracking number and the courier company we are shipping through.

  After further review, our system shows your order was shipped on 12/15/2022. Delivered to the preferred on 12/17/2022.

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

   

  Thank you, 

  BCA Customer Support

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

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

   

  Customer Answer

  Date: 12/28/2022

  
  
  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.
  
  However, it was only after several social media posts that I was able to get an email response on the same day a filed this complaint. I did receive my order as stated by Bear Creek.

  Coincidentally, today I was able to take my firearm out to test it for the first time and it will not fire. I will be contacting Bear Creek about the problem. I can only assume from past experience that contacting them will be very difficult. Wish me luck. I suspect I’ll be filing another complaint.

  
  
  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:12/14/2022

  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.

  There customer services is horrible I've called at least 3 times no call back and emailed no reply .

  

  Business Response

  Date: 12/28/2022

  Thank you for reaching out to us. 

   

  Our standard processing times are between 1-14 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. However, at this times this may vary. Depending on how quickly we would receive all required paperwork.

  After further review, our systems show we have not received a copy of the preferred FFL to be sent with your order. 

  We have contacted the FFL holder to make him aware of this. 

  Once a copy of the FFL is received we will be happy to ship your order in a timely fashion. 

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

   

  Thank you, 
  BCA Customer Support

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

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

   

• Initial Complaint

  Date:12/13/2022

  Type:Customer Service 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.

  Made an order on 12/5/2022, Money was taken for the product immediately $431.18. After checking the status of my order, it is still “processing”. After 5 business days, the status has not changed. I have emailed customer service twice, called several times and left messages. Not a single returned call or email response different than their generic email response. I’m guessing they don’t have anyone working in customer service to field calls…….

  

  Business Response

  Date: 12/13/2022

  Thank you for reaching out to us at Bear Creek Arsenal.
  Please be advised our phone lines are busier than normal due to a high volume of calls being received. We do apologize.

  After further review, our system shows your order ********* placed on 12/05/2022 is in need of an updated FFL.

  Once an updated copy has been received we will be happy to process and ship your order accordingly. 

  Please also be advised, our standard processing times are between 1-14 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.

   

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

  Thank you, 

  BCA Customer Support

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

  

  Business Response

  Date: 01/09/2023

  Thank you for reaching out to us.

  After further review, our system shows the order was placed on 12/05/2022 and promptly shipped on 12/16/2022.

  Please be advised, our standard processing times are between 1-14 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.

  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

  
  
  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 have received my order and I am very pleased with it.  However, I would strongly recommend they have better communication with their customers needs/concerns moving forward and it would alleviate a majority of the issues.

   

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