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:03/03/2025

  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 a tactical duty belt that never showed up. I did in fact pay for the insurance with the purchase of the duty belt which includes a variety of reasons for coverage. I initiated the process which took a while and they ended up sending me an affidavit to sign stating the reasoning is factual and I am truthful in my statement. Signed no problem and received the receipt of the docusign. No response from them since. I ordered the belt in December 2024 and signed the affidavit on 1/6/25. Today is 2/28/25 and its been radio silence on their end. Ive called multiple times with no answer with only an option to leave a voicemail which never get returned. Ive sent them multiple emails which also go unanswered. They whacked me $19 for standard shipping and $5 for the insurance.

  Business Response

  Date: 03/03/2025

  Hello ******,

     Thank you for bringing up your concern to our team.  I pulled all customer service records and do see the completed product protection claim.  Upon creation of the order our shipping software gave us notifications that your address was incorrect. I do see our team reached out without response. I was trying to find the multiple calls/emails mentioned but cant find anything associated with your phone or email in regards to missed calls/text or emails.   Regardless, I believe our team reaching out a single instance without response is not enough and our team should have followed up multiple times.  I will address this with our management team so it is not an issue for anyone in the future.  
  
  In the meantime, I do see you have been in communication with our staff last week and have confirmed the address. Your belt has already been packed to go out today.

  Thank you for your patience.

  Safe Life Defense

• Initial Complaint

  Date:01/05/2025

  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.

  Ordered vest and wore for less than 2 months, paid 20 dollars for 30 day warranty. Soon after 30 days vest mesh is unraveling, afraid to even wash it. Contacted company multiple times. Each time they keep asking for more pictures and ignoring the situation. I will send the whole thing back or take a new carrier and send old carrier back. This company has no urgency to help you. Buyer beware

  Business Response

  Date: 01/05/2025

  Hello ******,
     Thank you for reaching out. The Product Protection purchased covers your product from being lost, stolen or damaged within the first 30 days including mail carrier failures.  Your product naturally carries a 2 year warranty on the carrier and 5 years on the armor panels.  We are very happy to assist with any issues you may have under warranty.   Photos are necessary for our team to be able to identify what may be causing your issue and how we may best resolve it.  I pulled up the photos you had sent and the photos are so up close to the fabric it is extremely difficult to tell what the issue is or if there is one.  It appears you may be referencing cosmetic dimples in the soft mesh side of the vest which is worn against the body.  Possibly from rubbing against a part of clothing worn under the vest.  From the photos I see I cannot identify any issue. It appears our team could not either.  They request additional photos in an effort to assist further.  The last request for photos was sent 2 days ago with no response yet.   If you could provide additional photos to help identify if there is an issue we would be very happy to help.
  
  Thank you
  Safe Life Defense

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22767459
  
  I am rejecting this response because:
  This is not pitting, I have had the vest less than 2 months. It will not last another month. If it is warranted I am not sure what is the issue. I sent more pictures to ***** in ******** this morning. I Texted photos and emailed photos Thursday and Friday. How about a phone call or contact outside of me having to get the BBB involved. I will do a ******* review next so you can all see.the poor quality of this carrier. I prefer a refund but will accept an exchange. 
  Sincerely,
  
  ****** ********

   

   

  Business Response

  Date: 02/10/2025

  Hello ******,

     Thank yoyu for sending in additional photos! I have attached one of the photos you sent for reference. I do see that you have been speaking with the customer service team via phone and email recently.   In reviewing the photos it is clear there is no issue with the carrier itself. It appears there is something rubbing on the body side worn mesh which causes a slight cosmetic dimples in the soft mesh material. The dimples have absolutely no effect on the fit, wear or performance of your armor.   Since this is not a manufacturer defect, the dimples are is not effecting the performance, fit, or wear of your armor, and, is purely a minor internal cosmetic issue this would not fall under a warranty claim.
  
  I want to assure you that there is no cause for concern with the dimples in the mesh. Your armor will perform and will be wearable for years to come. 
  
  If you have any other questions we are always happy to assist.
  
  Thank you,
  Safe Life Defense

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22767459
  
  I am rejecting this response because: it has been since Jan 6, The last email I got was from ****** telling me you were sending out a new carrier. Did I get one yet. NO, Now you update this with a no warranty coverage and I caused the damage. Safelight is a disordered mess of people not knowing what the other person is saying or doing. Anyone reading this PLEASE DO NOT WASTE YOUR MONEY ON THIS COMPANY. THEY DO NOT STAND BEHIND ANY OF THE STUFF THEY MANUFACTURE. Your plate carrier is defective and now you say it's normal wear and tear? 
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 02/11/2025

  I called company just now, The customer service guy who answers deserves a medal. ****** sent a email processing a new carrier. Will be satisfied once it arrives. 

  Thnk you

  Business Response

  Date: 02/11/2025

  Hello ******,

       I do see our team made a courtesy exception and processed a warrant claim for you even though there is no actual damage to the vest.  I suggest identifying what you are wearing under the vest to avoid this from happening to the new carrier as well.  

  Thank you.

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22767459
  
  I am rejecting this response because:
  I recommend you reorganize your buisness and NOT charge a 20 dollar warranty charge under the false pretense it is a warranty when it is shipping insurance. Further, It shouldn't take months and Eight diffrent people asking Eight diffrent questions over and over again. BUYER BEWARE. As for the Gracious act of sending a replacement, If you sold a product you stood behind this multiple month issue wouldn't be such a mess. ***** on your company. I will not be concerned as I will NEVER give a a DIME and warn every person In the industry to stay away from you business. Goodluck in the future as you need it. Worse purchase I have made and the most frustrating experience dealing with such a disorganized company. The 25 percent China tariffs will make people buy American not your Chinese knock off. 
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:11/20/2024

  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 an order for $607.85 on 11/06/2024. This included $20.79 for "Product Protection". The Product Protection was automatically applied to my order by default by ********. This Protection Plan provides for "Advanced Coverage: Fraud, shipping issues, theft or damage? Well fight fearlessly alongside you to make things right." (According to their website)My order is presumed lost by the shipper, **** It was last scanned on 11/11/2024 in ************* and the tracking has not updated since that day. I contacted ******** via email on 11/14/2024 to initiate a claim under the "Protection Plan". I did not receive any response. I emailed ******** again on 11/15/2024 to follow up on the previous request. I did not receive any response. I submitted a request on their website on 11/15/2024, using the "Contact Us" form. I did not receive any response. I called ******** on 11/15/2024 and spoke with an agent. I was told I would receive a call back as soon as possible. I did not receive a call back. I called ******** again on 11/18/2024 and was told I would receive a call back. I did not receive a call back. I emailed ******** again on 11/19/2024 to follow up. I called Safelife again on 11/19/2024 and was told someone would call me back. I finally received a call back on 11/19/2024 and was told my claim is still pending and no further information is available at this time. She told me I might receive a call by the end of the week, but confirmed they usually take at least 14 days to hear back from ****I feel like ******** is delaying my claim with the purpose of avoiding honoring their "Protection Plan" that I paid for. The "Protection Plan" has a 30-day limit from the date my order was shipped from their facility.

  Business Response

  Date: 11/20/2024

  Hello ***********,

     Thank you for choosing Safe Life Defense and bringing this to our attention. I have reviewed your contact history log and do see you had spoken with a couple people on multiple occasions regarding this matter. I do so you have completed the Affidavit for lost or stolen property as required under the product protection terms found on our site at *************************************************************;  I understand you are concerned that the 14 day waiting period is an attempt to put you past the 30 day window to submit a claim but I assure you that is not the case at all.   You have submit your claim within the 30 day window, completed the appropriate paperwork and your claim is currently in process.  The ********************************************************************************************************* the mail, It is unfortunately not uncommon for tracking to not update but then arrive without notice.  You can rest assured your claim is active, being monitored and your order will be reshipped in the event the package is confirmed lost.  We sincerely appreciate your patience while this unfortunate lost package is being investigated.  We will be sure this is resolved for you as soon as possible. If you have any other questions we are always happy to help!  

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22579027
  
  I am rejecting this response because:

  The multiple excuses provided by the business do not resolve the issue that I have paid for my order, but never received it.  ******** continues to provide excuses without results.  The package is now 7 days past it's expected delivery window with NO updates to the tracking.  The last update to the tracking was NINE (9) days ago.

  Safelife is unnecessarily delaying my claim with the intention of passing the 30-day "Product Protection" window.  According to the link provided in the business response, "The 30-day Product Protection period begins on the day your order is shipped from our facility."  

  I placed this order 14 days ago and still do not have my items.  I additionally paid extra for "Product Protection" with the understanding that it would provide some increased level of service/delivery.  This has not been the case.

  Please just send me the order that I paid for and paid extra for "Product Protection"?

   

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

  Business Response

  Date: 11/25/2024

  Hello ***********,

     Thank you for your follow up. Again, I would like to reiterate that there is absolutely no chance your product protection claim wont be honored for the 30 day timeframe as you mentioned.  This is because the claim has already been placed for a valid reason and the documents have already been signed.  The investigation is in process and our typical and posted procedures are under way.   I do appreciate your patience we should have an update for you very soon.

   

  Thank you

   

  Customer Answer

  Date: 11/25/2024

   
  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.

  Replacement order finally was shipped and arrived after I contacted Better Business Bureau.
  I would have preferred the business to just do what was right without involving a third party.
  

  Safelife, please do better in the future.

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

• Initial Complaint

  Date:10/02/2024

  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 originally placed the order on May 27th, 2024 for a plain leather duty belt. May 29th order was shipped. 6/4/24 order was delivered. 6/5/24 I reached out by email, Had trouble adjusting the belt. 6/11/24 I reached out the I didnt want the belt. They gave the option of a larger or smaller size but I didnt want it. They sent me a return label on 6/12/24. I received an email on 10/1/24 stating they will not refund my money due to damage on the belt and needed an address to ship the damaged belt back to me. They had possession of the belt for over 3 months.

  Business Response

  Date: 10/03/2024

  Thank you for bringing this to managements attention.   While the belt returned had damage which would typically result in an item not being eligible for return exchange I do see there was a long delay on this being processed due to a lost package. Because of the extended timeframe I have authorized a refund for your order.  Thank you!

  Customer Answer

  Date: 10/03/2024

   
  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:09/10/2024

  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 spent almost $40 to get second day air on a Sunday night. The website stated nothing about nothing shipping out until Monday or the next day. So I was expecting this Tuesday at 10:30 in the morning and I find out it's not coming until Wednesday. I have called twice and they will not refund any or partial of the almost $40. I spent for second day air.

  Business Response

  Date: 09/10/2024

  Hello *****, thank you for bringing this up.  In looking up your order I can see it was placed at 5:20pm on a Sunday evening.  I understand you feel the item should have shipped out on a Sunday night however, shippers are closed on Sundays as well as our business.  Even in the event that we were open on Sundays an order placed after 5pm is after business hours and it would be impossible to ship.  Because everything is closed on Sunday nights we were able to ship it out, with the two day premium service, early Monday morning (less than 15 hours after you placed the order) . In looking up the tracking it does show that it will indeed be delivered on Wednesday as expected with the two day shipping.   I hope you can understand we fulfilled the order as quickly as is physically possible and shipping out a Sunday night is a quite literal impossible as *** is closed.   I hope you enjoy your product! It should arrive tomorrow between 11:30 and 3:30pm according to *** tracking.   Thank you and I hope you have a great day!

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22266089
  
  I am rejecting this response because:
  It was NOT on the website that they did not count that day as a shipping day or they shipping out orders or doing orders on the weekend.
  Sincerely,
  
  ***** ********

  Business Response

  Date: 09/25/2024

  Hello *****, In looking up your order I can see it was placed after business hours at 5:20pm on a Sunday evening. We are closed on Sundays as listed on ****** and the website.  Furthermore, it is common knowledge that ****** **** and nearly every other delivery service is closed on Sundays and is unable to accept packages for shipment.  Because you placed the order on a Sunday evening where both businesses are closed it is a physical impossibility for us to have your package shipped at that time.  Because of that, your package was prepped, packaged and shipped with the selected overnight shipping first thing Monday morning.  It was on its way to you within hours of our business opening as well as the shipper opening.  You received your package in the fastest method that is physically possible. Thank you.
  

• Initial Complaint

  Date:07/22/2024

  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 purchased a bullet proof vest for work in law enforcement and found the size I ordered was too small. I went with the other size of XXL and it was too big. After only wearing it for four days they denied the exchange for an XL because of the wear of the vest. There couldn't be enough wear for 4 days. Another Deputy in my department tried their vest, and they said the same thing to them although they only tried it on and put it back in the box. They have a 30 day fit policy, but don't stand by it. A XXL vest that is too large will not provide full protection from a bullet or knife attack.In June 2024 I submitted a claim with PayPal, and Regions because they kept the vest and they kept the money. They advised if I cancel all investigations into their company they will send the vest. However, they have not issued a refund for the money. All I want is my money returned and they can keep the vest and poor service. When asked about their attorney's information they refused to provide it. Until the case is resolved I should have the vest as they refuse to refund the money.

  Business Response

  Date: 07/22/2024

  Hello *****,
  
      Thank you for bringing this to management's attention. We have done an investigation into the points you have made and found the following.
  
  1. Exchange of Vest:  Attached is a photo of your armor that was being exchanged.   As you can see there is clear wear from the 4 days of duty use including in use in the rain as you had mentioned.
  
  2. Exchange Policy:  As you have pointed out we do indeed have a 30 day exchange policy.  A short version of that policy is found on every product page. I have also attached the Return and Exchange policy that is linked in the footer of every page. In every instance you'll see that it states "your gear must be in new, clean, resalable condition". Because the item was clearly used it was not eligible for an exchange.  An easy way to look at it is to consider if you would be happy in the event you purchased a new vest and were sent the item you had returned to us. 
  
  3: Vest sized too large wont provide protection:  Armor of any size will provide protection that its rated for regardless of how it fits on the body. There's absolutely no worries there.
  
  4: The vest has not been returned to you:  I checked with our team and it is correct that the vest has not been sent back due to a chargeback being initiated for the product while the vest was being sent back to you.   When a chargeback is initiated the funds are immediately removed from our account and you are credited. Until the chargeback is resolved our hands are tied. It is as if you have returned the product.   If the chargeback is cancelled or awarded in SLD's favor the vest will be returned to you.  Until then, we cannot ship it back to you.   I think you would agree that receiving a full refund and keeping the product is not a reasonable solution.
  5. Refund: In the event that this item was acceptable for return we would no longer have that capability due to the chargeback. Essentially, you have already received a refund pending the credit card issuers investigation. Our hands are tied which is what customer service has been 
  Unfortunately, due to the above, there's no action that can be taken at this time as you have a credit for the full order via the chargeback. If you have any other concerns I would be happy to look into them and to address them however possible. 
  Thank you.
  

• Initial Complaint

  Date:06/20/2024

  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 have tried many times to order the ultralight concealable carrier for my hyperline panels that I received and every time they have stated that ***** is available to take the order. They said that someone would call me back to help me with the order however noone ever called me.

  Business Response

  Date: 07/04/2024

  Hello *****,

  
     I appreciate you bringing your concern to our attention.   **************** is of the utmost importance so we take these reports very seriously.   I looked through our system and it appears you did reach a customer service representative that was unable to take your order but later that day you spoke with ****** who took you order over the phone.  After that there were a few other conversations with our team on June 3rd and June 14th. An voicemail left on the 14th but the return calls were noted as not going through (one ring straight to voicemail). However, later that day you called in again up and spoke with another representative.  I do see a couple other conversations as well on June 18th.  
  
  
  I want to help you as much as possible as your experience, business and trust in Safe Life Defense is of the highest priority.   I am just a bit confused as to the problem and how we can resolve it since there were quite a few conversations. Any additional insight would be appreciated on how we could better assist you.

   

  Thanks!

  ****

  Customer Answer

  Date: 07/08/2024

   
  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 am satisfied with the response from the business

  
  

  Please close the complaint

  
  

  thank you

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

• Initial Complaint

  Date:04/17/2024

  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 FRAS vest on 04/082024. Received notification from the SAFELIFE that the order # ******* had shipped through **** on04/10/2024, provided a tracking number and said the estimated delivery was 04/16/2024. Every time I checked with **** it showed the package still in *********. Called the company, they told me that I would have to file a claim and that I would receive docu-sign documents regarding the loss. I told them that was not satisfactory since I had never received the product that nI ordered and that they should ship me a vest with expeditedm delivery.

  Business Response

  Date: 04/17/2024

  Hello ****,

      I have pulled up the order tracking and do see that is has been in **** possession since April 11th.  We have found within the last year that **** has done an incredibly poor job of scanning and updating packages in transit. I many cases they don't update tracking until after the package has been delivered.  We have seen this change since their swap from First Class Ground to "Ground Advantage".  This is a major frustration point for us as well.
  

  Since it has been only 4 business days since the package has been picked up I would suggest waiting for the package to arrive since it is still well within their estimated delivery window.  It usually takes more than 4 business days for a shipment to go from ********* to ******** 

  We wish we could hand deliver each shipment to our customers but unfortunately, like nearly every other company, we must rely on shipping providers like ****.   

  We appreciate your patience while we both wait on ****.
  

  Thank you,
  Safe Life Defense
  

• Initial Complaint

  Date:02/20/2024

  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 vest from this company over a week ago and pay for priority shipping and the post office said they never received it and Safelite Defense said they mailed it on my receipt. They put in ****** as my home state and I told them that was the wrong address, but they told me they had the address in ********. so I paid hundreds of dollars for something I might not even receive for weeks Because someone did not do their job, and now Im being punished for it

  Business Response

  Date: 02/22/2024

  Hello ********,

     Thank you for brining this matter to our attention for review.  I pulled up the order and show that it was delivered to the address in ******** you provided on Tuesday the 20th as you specified.  I have uploaded a screenshot of the delivery confirmation. You can also view the confirmation at this link: ***************************************************************************************; I do appreciate you sending the screenshots of the tracking from when you looked at it.  I see where the information on **** stated ****** but that was the package origin not the delivery location.  I do see how the **** site can cause that confusion.  I am glad to see that your package was delivered to your address as expected.  If there is anything else we can do to assist please do not hesitate to reach out anytime.

  Thanks!
  

• Initial Complaint

  Date:10/07/2022

  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 vest and had it in my closet so when I moved to patrol I would have it. I ordered an exterior vest but my agency is stuck in the 80s so an under carrier is required. I went with their sizing recommendations and thought it would fit fine. However, when I went to use it it was too big. I ordered the under carrier vest so Id be able to alternate but neither felt right or comfortable. Same weight and fit when it was time to use it but it was too big. It limited my mobility and was too long. This is after I went with their sizing recommendations back then. I sent another set of pictures and they advised I needed a smaller vest and a shorter vest. Same body type, and all. Yet this time its not covered under their warranty or exchange. BEWARE OF THEIR MEASUREMENT ACCURACY. **************** *****. Ill be filing a complaint with the I ordered a vest and had it in my closet so when I moved to patrol I would have it. I ordered an exterior vest but my agency is stuck in the 80s so an under carrier is required.I ordered the under carrier vest so Id be able to alternate but neither felt right or comfortable. Same weight and fit when it was time to use it but it was too big. It limited my mobility and was too long. This is after I went with their sizing recommendations back then. I sent another set of pictures and they advised I needed a smaller vest and a shorter vest. Same body type, and all. Yet this time its not covered under their warranty or exchange. BEWARE OF THEIR MEASUREMENT ACCURACY. **************** is poor. They do not easily exchange or return items

  Business Response

  Date: 10/07/2022

  Hello ***********,

     Thank you for taking the time to provide this feedback.  We have spend years developing a sizing method that has proven to be 95% accurate.   We do have a *************************************************************************** the event you don't love your vest or the way it fits.  I am unsure of the issue that you are having in the complaint.  Were you trying to exchange your ********* after the 30 day window?  What could I do to assist you.

  Thanks!
  

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18182006
  
  I am rejecting this response because:
  

  I placed an order (Order #******) $520.78 7th Aug 2020. I originally went with a XL S. However, I was unsure if I needed an XL or a XXL. The pictures I sent to make sure I got the correct size someone from your company recommended a XXL Regular. At the time I worked in the jail, I did not have much movement in it but since I've been on patrol I realized that its oversized. I also thought due to it being an exterior vest (Order #******), that the oversized was normal. The other officers that have similar vests have much more form fitting vests that don't engulf them. I was curious if a concealable vest would be more form fitting, so I ordered one #*****. However, I soon realized the plates themselves are just too big to be functional. The vest pinches at the belt when moving around, and when moving or chasing it gets caught on everything, and feels very similar to a turtle shell. I e-mailed a representative and they advised I could swap the entire vest out. I sent pictures, knowing it was too good to be true, another representative received it and the story changed to just the concealable vest could be exchanged. The representative advised I could just send the concealable vest back, and now that its been received I am not getting a refund on it. Its being sent back Order #******. I have a XXL vest that your company recommended from the sizing exchange emails and can't wear it. I don't want a refund, I simply want to exchange the entire setup for a XL SHORT which I originally would have went with, and that actually fits me instead of throwing away close to $1000.

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

  Business Response

  Date: 10/12/2022

  Hello *****,
  

     That is no problem at all we will be happy to swap this out for an XL-S for you.  We have a *********************************************************** returns for this very reason.  Ill let our team know to swap this order out for you right away. 
  

  Thanks,

  *******************;

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18182006
  
  I am rejecting this response because:

  Its been passed the thirty days for the ballistic vest. Youre telling me that youll swap the vest?

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

  Business Response

  Date: 11/03/2022

  Hello *****, The offer to exchange the vest earlier was based upon the information you provided that the vest was in good condition and within a reasonable timeframe of the return window.  Upon full review of your contact with the customer service team it shows the vest that you had tried to send back was over two years old and well outside the 30 day window for return.  In regards to the carrier our team did provide a label for a return/exchange of the carrier however it was found damaged in multiple ways. Due to the damage it had to be sent back.  It appears you had communicated with customer service on multiple occasions . Please review the attachments. Unfortunately, there is nothing more we can do at this time.