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:11/16/2022

  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 October 11th I purchased an item from Bear Creek arsenal for $349... The item is still not arrived contact a customer service every 3 to 4 days to confirm whether or not it has shipped it has not shipped to the new updated address I requested.. as the last time I spoke to customer service item was still in their warehouse since November 3rd.. having spoken to customer service several times now I no longer get returned calls or answered phone calls... All I'm seeking out of this is for them to be contacted and encouraged to send the item I already paid for so I don't have to contact my bank and cancel it... The order number for what I purchased was ***********...

  

  Business Response

  Date: 11/16/2022

  Thank you for reaching out to us. 

  After further review, our system shows the package was returned back to our facility on 11/04/2022.

  On 11/15/2022 a customer service representative was able to reach out to you via email. 

  The email sent explained that the item had been returned to us. However, the preferred FFL  on file was expired. Please be advised this is something that does happen often in the industry, and they would just need to send us the updated certificate.

  As of 11/16/2022 record shows our FFL department would have requested this from them already. As a result of this request we were able to obtain an updated copy of the FFL on your order. 

  Your package was staged to ship by end of business day today. Please feel free to check your email for the tracking number that is associated to your package. 

   

  Should you have further questions or concerns please feel free to email us directly. 

   

  Thank you, 

  BCA Customer Support. 

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

   

• Initial Complaint

  Date:11/04/2022

  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.

  Order #********** Ordered 9/11/22 for $227.19. 9/15/22 received damaged product “damaged by *****” started claims process that night. 9/16/22 BCA responds with printing Packing slip and sorry, will ship in 1 to 8 days. Which I thought was to return upper so ok working on it fast. 9/26/22 received a package with just a charge handle it’s a dual charge unit. So I resent the pics to them as the top Picatinny rail was damaged. Again 9/27/22 responds super fast with a return label. RE[##1359442##] sent product back 9/28/22. On 10/10/22 status change to sent replacement part, which I thought was the new upper it was actually were they sent the charge handle. So I messaged them asking why I didn’t get a tracking number. 10/11/22 they sent a link to the return policy that’s says 1-14 days for returns and warranty, my status changes to received my return. 10/19/22 status changes to shipping label. So I asked about a tracking number again, they said no it’s only been scanned in 6 days, so I wait for the 15th day and on 11-1 and 11-2 I ask for updates and asked to get my product and absolutely zero reply and have called and left messages to no return calls. Bear Creek Arsenal please just send me the product I bought from you. As neither of us can control the fact it was damaged in transit, however I’m on the loosing end. You can somehow send a new order out and have it in my hands in 4 days but going on almost 2 months from the start and still no working product. Please send my product I paid for.
  Thanks
  ****** ****

  

  Business Response

  Date: 11/16/2022

  Thank you for reaching out to us. 

  After further review, our system shows we received an email from you stating that the item was damaged while in transit. 

  A BCA representative created the necessary RMA (prepaid label) on  09/27/2022.
  
  On 10/03/2022 the return was received into our system for replacement. 

  Unfortunately, the material needed for the replacement went out of stock. At the moment we do not have visibility of manufacturing and we do not have any specific dates of when an item will become available.

  Depending on the long runs/short runs of our barrel product etc. Our lead times may vary by 4-6 weeks.

  On 11/04/2022 the complete upper assembly was shipped out to you. 

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

  Thank you, 

  BCA Customer Support

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

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

   

   

   

   

   

  Customer Answer

  Date: 11/17/2022

  
  
  Better Business Bureau:

  Yes I accept the their response. Sadly and conveniently once I filed a claim they started to communicate with me again and finally let me know what was going on with the product shortage. Then a few days later, they shipped the product. I now have an undamaged product which is what I ask for. So yes I’m happy with this out come. Just wish I didn’t have to file a claim to get what I paid for. 
  
  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:10/25/2022

  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.

  I placed an order on October 3rd of this year I called to give them the correct FFL address and asked them approximately how long it takes for an order to be shipped out they said about 14 days and if it's non serialized they said it's separate and it ships separately. I waited for a package never got anything so I thought I would call to check since online it says it is my order was still processing Then when I tried to call I got no answers so I left a message and then I got no respnse so I called again and got no response so I left a message and still, no response so I called again and left a message have yet to recieve a reply of any ki d. I've called a total of 6 times and I have had no response it's been 3 weeks since my order according to the status on the website it has not been shipped it just says that it's processing. I have no way of getting in contact with anyone I can't even cancel my order if I wanted to because I'm not even able to get in contact with anyone from customer service. My best friend ordered a similar item as my non serialized item a week after I placed my order and his arrived in 4 business days.

  

  Business Response

  Date: 11/09/2022

  Thank you for reaching out to us regarding your order ***********

  After further review, our system shows your order received on 10/03/2022 was shipped out on 11/04/2022.

  The tracking summary shows the package was delivered and signed for on 11/07/2022.

  May we suggest reaching out to the FFL selected on the order to pick up your item. 

  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 firearm being serialized.

  For non-serialized items we typically ship with-in 5-8 business days.

  Should you have any further questions you may feel free to email us for a faster response. 

   

  Thank you, 

  BCA Customer Support. 

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

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

   

   

• Initial Complaint

  Date:10/20/2022

  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.

  I purchase a barrel from BCA and it is like brand new because i can not get any lower that i have work with this barrel. So in other words it will not shot bullets. This has been an issue since i bought it, i thought i just wasted my money but they said it had a limited life time warranty. The person that was kind of handling it either quit or got fired and then the new person, a MR. D___ said they would mail out a shipping label, It has been 9 business days and i still have not seen that. I have called customer service many times during their business hours and have not reached one live human being for any type of assistance.
  I am wishing for this product to be fixed or refund my full purchase price and in a timely matter not months and years.

  

  Business Response

  Date: 10/24/2022

  Thank you for reaching out to us.
  After further review, our system shows a request for a prepaid label was made on 10/10/2022.
  A copy of this label was printed out on our end and sent via ****.
  Unfortunately, the label was not received on your end.
  On 10/20/2022 a customer service representative created/printed an additional label.
  Once we receive your return we will be happy to proceed accordingly with warranty inspection/repair. 
  Please also feel free to reach out to us directly via email should you not receive your return label. 
  We are happy to offer our additional assistance with the return. 
  
  Thank you, 
  BCA Customer Support
  **************
  ************************************

• Initial Complaint

  Date:09/07/2022

  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.

  I am the FFL Receiver from Bear Creek Arsenal.
  On Shipments of there firearms the post the
  address and emails of the purchasing customers along with My Federal Firearms License full Number.
  This is a serious privacy issue along with the fact that every shipping carrier
  sees clearly what is in the box and where they live.
  we have asked repeatably for them to correct this issue
  with no response other than they will let there shipping department know.

  

  Business Response

  Date: 09/22/2022

  Thank you for reaching out to us. 

  After further review our system shows that your FFL has been removed from our store locator as requested. 

  Please be advised, Items that are sent to an FFL for transfer would contain the following information on the label only.

  The label would include the FFL number, as required. As well as the business name and address. 

  The package/s sent out would be branded with the BCA logo. Included inside the package/s would be a packing slip that contains the customers contact information as entered by the customer at the time of checkout. 

  The packing slip is placed in the package and not visible to the public. This information is relayed so that the customer may be contacted for pickup. 

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

   

  Thank you, 
  BCA Customer Support

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

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

   

   

• Initial Complaint

  Date:09/07/2022

  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.

  Bear Creek Arsenal is a shady business. I called them, used their chat option, and emailed them multiple times and they restricted my account after I placed an order totaling $200.99. I have not received my order, I was not given a refund, and they restricted my account. These people are criminals

  

  Business Response

  Date: 09/07/2022

  Thank you for reaching out to Bear Creek Arsenal.

  After further review, On 09/07/2022 we received a chat regarding the restrictions on our website when it comes to high capacity magazines.

  At this time our website has a restriction that would not allow particular states to purchase the preferred items, because it is illegal to own the item in certain states.

  In some cases this would include part (certain zip codes) if not state wide. 

  Our system would not have a way to distinguish what zip code would be allowed and which would not. To protect our customers this item is restricted in your particular state and may not be purchased. 

   

    Order was placed on 09/03/2022 and was staged to ship by the end of business day on 09/07/2022.  A email with the tracking number applicable to your package was sent to the email address on file at 7:45 a.m. EST.

  Please be advised, your order has been shipped and picked up by the carrier. We would ask that you please allow 24-48 hours to see movement on the tracking associated with your package. 

  Please also be advised as per our terms and conditions once we receive an order, we cannot edit/modify or cancel the order.

   

  However, we do have a thirty (30) day return policy. 

  In the event that you would like to return the item to us you may feel free to log into your account to create a prepaid label to have the unwanted item returned to us.

  You may also feel free to reach out to us directly so that we may assist you with this request.

  Once back in house we would proceed with the refund request. This process can take between 3-5 business days to be completed. Once processed and approved on our end you will receive an email notification.

   A email with the subject mention of "Credit memo" will be sent to the email address on file. 

  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. A email with the subject mention of Credit memo will be sent once completed in house. 

  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 have any further questions please feel free to reach out to us directly via email or phone. 

  Thank you, 

  BCA Customer Support

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

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

   

  Customer Answer

  Date: 09/08/2022

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

  BCA certainly said all the right things in there response, but considering they restricted my account I don’t see how I can do anything they mentioned. Also, I placed an order of over $200 so I would get free shipping. I was unable to include the magazine because of BCA’s error NOT mine. However, the supervisor I spoke with at BCA said they would not give free shipping on the magazine despite my over $200 order. This mistake is 100% the fault of BCA. They refuse to help their customers. At this point I am convinced they despite their customers and find customers’ issues funny. They restricted my account because I left truthful reviews on the past products I have purchased detailing how awful their “customer service” is. Can’t handle the truth BCA? The BBB needs to reduce BCA’s rating to an F. 

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

• Initial Complaint

  Date:08/30/2022

  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’ve had issues with this company’s products. I’ve requested a refund that they don’t issue even though it’s allegedly been approved. They don’t return phone calls or emails to let me know about any updates. I just want my money back immediately. I’ve been more than patient with them.

  

  Business Response

  Date: 08/30/2022

  Thank you for reaching out to BCA. 

  After further review, our system shows we received an email from you on 08/29/2022 at 2:01 p.m.

  A customer service representative responded the following business day on 08/30/2022.

  The email advised that the refunds had been applied as follows Transaction ID# *********** in the amount of $ 161.98 on 08/24/2022. As well as Transaction ID # *********** in the amount of $ 248.89 on 08/23/2022.

   

  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.

  We would ask that you please allow 3-5 business days for the refunds to appear back to the card on file once completed on our end. 

  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.
  
  Should you have any additional questions please feel free to reach back out to us directly. 
  
  Thank you, 
  BCA Customer Support
  **************
  ************************************
  
  

   

• Initial Complaint

  Date:08/29/2022

  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 purchased a barrel on Aug 4th and still have not received a shipping email / tracking # as stated in their terms of allowing 1-14 business days. They will not answer phone and keep sending repeat emails to allow 1-14 business days. Order# **********

  

  Business Response

  Date: 09/28/2022

  Thank you for reaching out to us. 

  After further review, our system shows you were able to speak to a customer service representative via phone call on 09/01/2022. Requesting a refund regarding your order **********. Reference number *******.

  On 09/07/2022 the refund paperwork was initiated and completed. Transaction ID# ***********.

  A email entitled credit memo was sent on 09/07/2022 advising that the refund had been completed and issued back to the card on file. 

  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.

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

  Thank you, 

  BCA Customer Support

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

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

   

  Customer Answer

  Date: 09/29/2022

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:08/18/2022

  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.

  Ordered the Bc-15 .223 wild first time online ordering of a rifle tried calling the arsenal today to verify a few questions and never got thru to any of them 25 times I called this is un professional for a arms dealer man.

  

  Business Response

  Date: 08/18/2022

  Thank you for reaching out to us!

  We do apologize you were not able to get through to us. We have recently experienced a higher than normal call volume. 

  Our records show that you were able to reach our customer service department.

  A customer service representative was able to answer the questions regarding your most recent purchase with us. 

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

   

  Thank you, 

  BCA Customer Support

  1*************

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

   

• Initial Complaint

  Date:08/08/2022

  Type:Billing 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 and tried to cancel within hours after I saw all the complaints against the company for the item I purchased. Bear Creek Arsenal stated they do not accept cancellations because the item is being prepared for shipment and I would have to receive the item first, then return it under their warranty. I contacted them by email and telephone, numerous, times about refunding my purchase since they never shipped the item. They, then, shipped the item after sending me a return label. I complained to my charge card company and opened a complaint because this company did not allow me to cancel my order within 72 hours and would not reverse my charges for an order not yet sent. Bear Creek Arsenal sent the order, I refused to take possession of the order, and ***** placed their return label on the package and sent the package back. Bear Creek Arsenal received the package and, eventually, refunded my purchase price in two separate transactions to my charge card after I complained to them about not refunding the correct amount in the first transaction. I, then, sent an email to my charge card company stating the company had emailed me stating they refunded my balance and it wasn't showing up on my account. My charge card company did not close the complaint and Bear Creek Arsenal sent them a letter falsely accusing me of theft and stating the following, directly, slandering me with malice and libelous claims:
  -The merchandise remains in ****** *****s possession and was never returned.
  -By filing chargeback with their institution would suggest that the customer may be misusing the Card Network Regulations, by attempting to receive a refund for the merchandise while also keeping the merchandise in their
  possession.
  Bear Creek Arsenal has insinuated to my charge card company that they never received the merchandise back and that I kept the merchandise.
  These claims are false and I have emails showing I did return this merchandise.

  

  Business Response

  Date: 08/23/2022

  Thank you for reaching out for reaching out to us. 

  After further review our systems show you placed your order on 05/20/2022.

  On 05/23/2022 you reached out to us via our live chat feature to ask to cancel your order **********. (Please see document attached.)

  Please be advised, once we receive an order we cannot edit, modify or cancel the order. We can view the order but we cannot make any changes. We due tend to make our customers aware of this at the time of checkout. 

  In the event that you do not prefer an item we are happy to help create the prepaid label to have the unwanted item returned to us. Once returned we are happy to issue a full refund. 

  Our system shows that the item was returned to us within the thirty (30) day return policy. The refund paperwork was initiated and submitted to the appropriate parties. A full refund was completed on 06/01/2022. (please also see attached.)

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

  Thank you, 

  BCA Customer Support

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

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

   

   

   

  

  Business Response

  Date: 08/31/2022

  Good Morning
  
  Thank you for your response, we acknowledge your dispute but
  as previously stated through our 3rd party partnerships and our own
  rebuttable, this is not something we can help you with.
  
  Our facts state a story that we will defend, an apology to
  your bank would be going against the facts associated with this case, and thus
  a false admission of guilt to something we have proven data to prove otherwise.
  
  We wish you the best of luck in your resolution. 

   

  Thank you, 

  Bear Creek Arsenal

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

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

  Customer Answer

  Date: 08/31/2022

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

  This company continues to lie.  As you can tell from their response, they are unethical and defend a position which their very own evidence shows is a lie.  Their own documentation shows they wrote my charge card company and stated I did not return the merchandise and continued with other false, misleading, libelous, and malicious claims. I, previously, submitted all the corresponding documentation to prove this.
  

  I, also, have a complaint with the North Carolina Attorney General, Department of Justice, complaint File ***********.  I have attached their reply to the Attorney General where they, clearly, state I returned the merchandise and a refund was issued on June 1, 2022.

  In their response to the Attorney General, they supplied invoices of another customer and disclosed their personal information to the Attorney General and me.  I have contacted that party to let them know of the incident and let the Attorney General know.

  Again, this complaint should remain on this company's record.  The other customer has stated they have problems with this company, also.  As with this complaint, they refuse to acknowledge their errors.  That customer is ***** ******* ** *** *** ******* ******* which is no relation to me what so ever.
  
  
  
  Sincerely,
  
  
  
  ****** ****