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:08/07/2023

  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.

  No response to any questions from me as to why the delay of order placed on July 3, 2023. Order still shows processing. I have demanded the order cancelled due to lack of customer care/response. It makes no sense to work so hard to gain customers just to ignore them after we send money. Please refund, cancel the order, and cancel my account.

  

  Business Response

  Date: 08/07/2023

  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.
  After further review, our system shows your order was shipped on 07/13/2023. Delivered to the preferred FFL on 07/14/2023.

  An email with the tracking information was sent to the email received on 08/02/2023.
  
  If you have any additional questions or concerns, please do not hesitate to contact us directly. Your ticket number 1678129.

  Thank you, 

  BCA Customer Support 

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

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

   

  
  

• Initial Complaint

  Date:08/07/2023

  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 placed order#********** on July 15th for a side charging upper receiver. The order was delivered on July 20th. The package that arrived was too small and light to be what I ordered. The package contained a single aluminum magazine. I reached out via email on the 20th and have since received no response (other than the generic "Your ticket has been created" reply). Attempting to contact via phone during business hours goes straight to voicemail.

  

  Business Response

  Date: 08/07/2023

  Thank you for reaching out to us. 

  After further review our system shows a prepaid label was created on 08/07/2023.

  Once the item has been received we will be happy to send out the correct item via an expedited method. 

  Should you need any further assistance please feel free to reach back out to us directly. Your ticket number 1663134.

  Thank you, 

  BCA Customer Support

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

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

   

   

   

  Customer Answer

  Date: 08/07/2023

   
  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:08/07/2023

  Type:Service or Repair 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.

  Hello. My name is ******************** ordered 3D&H Tactical 10 Round **** *********************** Sku# DHT-11907.And a BC-15 | **** SOCOM Right Side Charging Upper | 16 Parkerized Heavy Barrel | 1:14 Twist | ****************** System | 15 MLOK from bear creek arsenal My order number is ********** The upper i ordered doenst work. My first issue was that it fails to feed. When you pull back the charging handle the round jambs and fails to go into the barrel. And when you pull back the charging handle to clear it, it tries to grab the next round. So after releasing the magazine the bullet still doesn't want to go in. I tried again and had the same issue. So after that i switched magazines and bullets. This time it did the same thing but i put in one round manually and pulled the trigger nothing happened. I had to get the guy from the gun range to clear it and after he cleared it, i tried again but then i noticed the charging handle doesn't go all the way in. This is my first upper from bear creek and it is a total failure. This upper fails to feed, close the bolt, and fails fire. it's 100 percent unusable.I had a gunsmith look at it and said the magazine they sold me are part of the issue. they are modified ak-47 magazines that are going into an ar-15 and they are not putting the ammo in at the correct angle and causing the feeding issues and for the gun to jamb every time. We tried all the magazine and it's the same thing with all 3. So they sold me three defective magazines and defective upper.Bear creek claims to have a lifetime warranty on their products but I just tried to send these magazines and the upper back to be replaced. the website says I can't send them back. I've sent multiple emails and they keep send me the same email back with a general message saying wait two weeks. I've already done that. I Tried responding again after the 2 weeks and they sent the exact same message of wait 2 weeks. I'm hoping the bbb can help with a resolution.

  

  Business Response

  Date: 08/07/2023

  Thank you for reaching out to us. 

  After further review our system shows an email was received requesting an RMA on 08/03/2023.

  As of 08/07/2023 an RMA (prepaid label) has been created to have the item returned so that we may offer our assistance through our limited lifetime warranty. 

  Should you have any other questions please feel free to reach out to us directly. Your ticket number 1666194.

   

  Thank you, 

  BCA Customer Support 

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

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

   

   

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20424766
  
  I am rejecting this response because: bear creek arsenal  is just trying to repair the brand new upper. I  dont want them to repair their faulty work. I want the upper replaced. I have no faith in this upper and with all the issues i've had, i dont feel like them trying to repair it will result in something that i can trust my life on. With a firearm, that is exactly what you are doing, is putting your life on the line hoping that the firearm will work.

  Also they offer nothing for the 3 faulty magazine. If I have to keep the magazines okay, but repairing the upper is something that I don't trust. I feel like if I run into another issue with it, I'll be right back to where I started and won't be able to get them to stand behind their product and would have to reach back out to the bbb in hopes that you will be able to help because they just ignore me.

  I don't think that's unreasonable. i dont want to drag this out. I just want something I can trust and believe in and I have zero faith in this upper and them repairing it. Especially since they lied in their response saying they received my email on 3rd of August. That was my 4th time emailing them I originally emailed them and called them in July. So it makes me distrust them and their ability to repair this even more

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

  

  Business Response

  Date: 08/07/2023

  Good Morning, 

  Thank you for reaching back out to us. 

  After further review our system shows the *** was created for the resolution of "replacement". 

  Once received, we are more than happy to accommodate you with this request. 

  Should you have any other questions, please feel free to reach out to us directly. Your ticket number 1666194.

  Thank you, 

  BCA Customer Support

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

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

   

   

   

  Customer Answer

  Date: 08/08/2023

   
  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:07/28/2023

  Type:Sales and Advertising 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 had a store credit of $87.98 after returning a defective glock barrel. So I used it to purchase 2 boxes of American Eagle 9mm and 1 box of SigSauer 9mm ammunition. The order number was **********. I had to pay an additional amount around $36 for this order because they would not refund my money for the defective glock barrel. I received the order on June 26 2023 and immediately notifed BCA customer service that they sent two boxes of Federal American Eagle **** instead or Federal American Eagle 9mm that I had ordered. They emailed me a return authorization and a return label for Fed Ex. I repackaged the wrong two boxes of **** attached the label and shipped it back. It was signed for at BCA warranty returns on June 30 2023. They do not answer the phone and their tickets they generate if you email or call are a complete joke. Nothing happens and no one communicates by any means. I recevied another email that they had shipped the correct Federal American Eagle 9mm ammo. The shipment arrived today and there was one box of 20 rds ****** 9mm. I want what I ordered. I also want BBB to understand that it takes over 2 weeks for this company to receive anything you ship back to them and to close out a complaint in 5 days is not fair to complainants. The company does not respond to telephone calls to customer service and the responses to complaints are generic and almost meaningless. There is no reason anyone should have to send something they wrongly shipped back to a ************** as it has nothing to do with a warranty. They certainly don't appear to warranty their product picking, packing and shipping services. I grow weary of waiting for a competent and satisfactory resolution and I only want refund of the cost of two boxes of Federal American Eagle 9mm 115 grain 50 rounds per box ammuntion. It is listed at $37.99 per box so that is $71.88 total to be refunded to me to my original CC provided to this company.

  

  Business Response

  Date: 07/28/2023

  Good Afternoon, 

   

  Thank you for reaching out to us. As per the email received on 07/17/2023 the request to send the correct ammo has been completed. 

  Please be advised the tracking information was sent to the email address on file on 07/28/2023.

  Should you need any further assistance please feel free to reach back out to us directly. Your ticket number 1648555.

  Thank you, 
  
  BCA Customer Support

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

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

   

  Customer Answer

  Date: 07/31/2023

   
  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:07/28/2023

  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.

  On June 21, 2023 I purchased am upper to be shipped to my brother in ******* - Order #**********. The product was delivered to me. On July 5th I called Bear Creek and spoke with ****************************He saw that they made an error and said that I could mail it to my brother and Bear Creek would reimburse me the cost. I have provided the email from *******, a copy of the *** receipt and a copy of my emails to them asking for reimbursement.I have attempted to contact the company via phone call and emails. Absolutely no responses, no calls answered nor returned. I want the $33.86 given back to me as promised

  

  Business Response

  Date: 07/28/2023

  Thank you for reaching out to us. 

  After further review, our system shows we received the receipt via email on 07/24/2023.

  
  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.
  We apologize for any inconvenience caused. Should you need any further assistance please feel free to reach out to us directly. Your ticket number 1622161.
  Thank you for your patience and excited to get this resolved for you as quickly as we can.

  BCA Customer Support

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

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

   

   

  Customer Answer

  Date: 08/01/2023

   
  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:07/25/2023

  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.

  Order placed on june 30 th, order #**********, part order sent, but not all, website says **** days, have left message on voicemail, without return call, and 2 emails sent, no response, would like info on my purchase,and when to expect, thank you

  

  Business Response

  Date: 07/25/2023

  Good Afternoon!

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

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

  After further review, our system shows the item 9457NB is out of stock.  Unfortunately at this time we do not have an estimated date as to when the item will be available.

  On 07/25/2023 a customer service representative reached out to you via email with a option to fulfill your order with a different item.

  When time allows please feel free to reply to your ticket number *******. We are happy to get this resolved for you.

  Thank you, 

  BCA Customer Support

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

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

  
  
  
  
  

• Initial Complaint

  Date:07/24/2023

  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 placed order (Order # **********) for a complete upper (sku #****N-UALSCH9MMPM410.5110PBUF-10M3) and another item on July 12, 2023. I received the order on July 18, 2023. The other item arrived however the complete upper is missing 4 components that make it unusable until I receive the missing parts. *** made more than a dozen attempts to contact the company by phone during business hours over several days since receiving my order. *** reached out via email and social media as well and have not received any response from BCA in any way.

  

  Business Response

  Date: 07/24/2023

  Thank you for reaching out to us. 

  After further review, our records show an email was received on 07/20/2023.

  A customer service representative was able to reply on 07/24/2023. 

  A packing slip has been printed to have the missing parts sent out. Please be advised, the collections from our shipping company typically collect our orders around 3-5 business days. Our system will then send out the tracking number for the shipment.
  Please do not hesitate to reach back out to us directly if there are any other discrepancies. Your ticket number 1662417.

   

  Thank you, 
  BCA Customer Support 

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

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

   
  

  Customer Answer

  Date: 07/24/2023

   
  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:07/24/2023

  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.

  Side charging upper in 556. Said it was in stock. I ordered it on the 6/30. The website says it ships out within 14 days. It is now 7/23. I have called customer service and left two messages with the order number. Called during normal business hours no one answered. Item is already paid for. I understand things get behind but at least tell your customer. Hey, this is gonna be a little bit late. Not act like theyre not there. If I dont get a response, I am going to contact my bank and get a refund.

  

  Business Response

  Date: 07/24/2023

  Good Morning!
  
  
  Thank you for reaching out to us at Bear Creek Arsenal.
  
  
  After further review, our system shows your package was shipped on 07/05/2023. Delivered on 07/07/2023.

  We do apologize that you have not received your package/s. Im going to forward your information to our shipping claims representative.
  
  
  Our team (***************************************) will send you the claim details within 24hrs of submission. Further information will be communicated by the shipping claims team, we look forward to getting this resolved as soon as possible.
  
  
  Thank you for your patience. We look forward to further assisting you.

  BCA Customer Support

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

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

   

• Initial Complaint

  Date:07/21/2023

  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.

  May 25th. Order ********** They shipped me a Upper reciever that did not fit as advertised. I sent back to their rma/warranty department and they sent me another one that did not fit although it should have it was just not made to spec. I returned it again asking for a refund and built an upper from parts in the meantime. BCA returned the upper with no explanation and no refund. Just received today. I don't want their product anymore after they got 2 chances. I don't have years to build a gun, and needed this resolved much quicker - but at the very least refunded per their policy.

  

  Business Response

  Date: 07/26/2023

  Thank you for reaching out to us. 

  After further review, our system shows a RMA was created for the return. 

  ************* we will be happy to initiate the refund as requested. 

  We have a 30-day return policy that if an order is returned within the first 30-day window we can assist with a simple return.

  
  If your order is outside of the 30-day window, we can only offer you a in store credit, repair, or replacement.
  
  However, we are happy to offer a full refund for the less than satisfactory item.

  Please 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.

  Should you need any further assistance please feel free to reach out to us directly. Your ticket number 1618708.

   

  Thank you, 

  BCA Customer Support

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

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

   

   

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20352462
  
  I am rejecting this response because: I already returned this twice and the second time I asked for a refund but they shipped it back to me anyway. I asked them to have it picked up as I'm sick of taking their packages to FedEx.  It's out of my way and inconvienant. They refused to send a call tag and said I need to be sure to return it within 30 days.   I never even asked them to ship this a 3rd time.  I repeatedly asked for a refund and they kept telling me to wait 14 days even though their own policy showed 5 days for refunds.  

  Talking to these guys is like talking to a wall.  They need to send a service to have this package picked up as I did not even request nor want this shipment.  They owe me my money back. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/27/2023

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

  
  Please be advised we have initiated the scheduled pick up for the return item. You will be receiving an email with the hours of pick. Your ticket number 1618708.

  ************* to us a full refund will be issued.  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.
  
  Should you have any other questions please feel free to reach out to us directly. 

  Thank you, 

  BCA Customer Support

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

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

   

  Customer Answer

  Date: 07/27/2023

   
  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 once they actually pick up the package.  I'll be home after 6PM EST on weekdays and home most Saturdays.  BCA will need to schedule within those hours.  I can't take time off work to return their package again. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 07/27/2023

  ***** came today to get the package (saw them on my doorbell cam)  but I can't take time off work to ship things back that I didn't ask for.   They need to come after 6pm workdays or anytime Saturday and I'd appreciate it if they could confirm when they're sending a driver.  

  

  Business Response

  Date: 07/28/2023

  Thank you for reaching back out to us. 
  Please be advised the carrier is only able to pick up the package during normal business hours. Monday- Friday. The pickup was scheduled for 07/28/2023 between 8:00 a.m. to 6:00 p.m. As per the email sent along to you on 06/27/2023.

  
  When time allows please feel free to use the prepaid label that was created by taking the package to your local ***** drop off location. 
  Once the item has been returned to us we are happy to offer a full refund. 

   

  Should you have any other questions or concerns please feel free to reach back out to us directly. Your ticket number 1618708.

   

  Thank you, 

  BCA Customer Support

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

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

   

• Initial Complaint

  Date:07/21/2023

  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.

  Order ********** placed 7/12/2023 for 2 AR15 upper assemblies in 350 Legend caliber. ***** tracking number was received the following day (************). Package was received 7/17/2023 with ONLY ONE upper assembly. Customer service rep at BCA stated that he would check the order and reply via email that day. Numerous days later I have received no email, no product and no one answers the phone at BCA.

  

  Business Response

  Date: 07/26/2023

  Thank you for reaching out to us. 

  After further review, our system shows the missing item was shipped on 07/21/2023.

  The package is currently in transit scheduled to arrive on 07/26/2023 by end of business day today. 

  An email with the tracking information was sent along for your records. Should you need any further assistance please feel free to reach out to us directly. 

  Your ticket number 1662104.

   

  Thank you, 
  BCA Customer Support

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

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

   

  Customer Answer

  Date: 07/28/2023

   
  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,
  
  ***************************