Business Profile

Gun Safes

Cannon Security Products, LLC

Complaints

This profile includes complaints for Cannon Security Products, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

80 total complaints in the last 3 years.
36 complaints closed in the last 12 months.

If you've experienced an issue

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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:05/01/2025
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 requested a replacement key to my stack on safe on 4/15 a representative responded with the information they needed to help. I replied with the requested information and followed up 3 times since with no response.
Business Response
Date: 05/09/2025
A specialist has been assigned to contact you since a couple of days ago and he has been following up with this case to get resolved ASAP and ensure satisfaction, however, we have not got a response.
Initial Complaint
Date:04/29/2025
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.
After replacing the battery on my safe the code has reset to an unknown combination. The default code does not work and I am typing my correct password that I've used multiple times a day for years. The safe is locked with the door open and I cannot retract the bolts to close the safe. I attempted to contact cannon via their website and by calling them but the ticket was ignored and I sat in hold for over 4 hours without a response.
Business Response
Date: 05/09/2025
We apologize for the delay, we were out of stock with one of the kit's components, the order has shipped, and the tracking number has been shared via email. Here in Cannon Security Products,we strive for continual improvement of our products and services.
Initial Complaint
Date:04/28/2025
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.
I purchased a safe locking mechanism broke in. The keypad does not work. I have requested and submitted multiple tickets to Cannon safe and there is no response.I have called the phone number. Been placed on hold and never received a call back. This is unacceptable.
Business Response
Date: 05/09/2025
We apologize for the delay, we were out of stock with one of the kit's components, the order has shipped, and the tracking number has been shared via email. Here in Cannon Security Products,we strive for continual improvement of our products and services.
Customer Answer
Date: 05/09/2025

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:03/17/2025
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.
My wife purchased a Cannon safe from ******* several years ago for Christmas. The electronic lock actuator failed. I contacted customer support and finally had a representative contact me. I followed all of their protocols in troubleshooting the safe. The customer support took so long to respond and I kept emailing them and telling them that I needed to get my firearms and important documents out of the safe, so I hired a local, licensed locksmith to come and drill the safe. The locksmith was unsuccessful in opening the safe and he charged me ******. I sent customer support the bill and told them again that I needed to get the safe open ASAP. After no response I cut the safe open myself. I finally received an email stating that I invalidated the warranty because I hired the locksmith myself. Then I received an email stating that Cannon couldn't replace the safe but they could pay ****** towards the locksmith bill. I told them ok that is better than nothing at all. Now customer service wants photos of the safe where I cut it open. The bottom line is this has been going on since September of 2024 and is still not resolved and Cannon is still dragging their feet on this matter. I feel that Cannon should replace the safe since the locksmith couldn't get it open and I would have to cut the safe open regardless to get my firearms and papers out. I have all of the photos and emails that I sent to Cannon.
Business Response
Date: 03/21/2025
A specialist has been assigned to contact you and follow up with this case to get resolved ASAP and ensure satisfaction.
Customer Answer
Date: 03/24/2025
Good afternoon, I was contacted by a Cannon Security Products representative named *** ****. *** informed me that Cannon Security Products would replace my safe with a new one that has the same dimensions and gun capacity and that I would have to absorb the cost of locksmith. I informed *** that sounded fair and I agreed to that. *** hasn't given me a time line on the delivery of the safe. I found one on line with same dimensions and specifications as my old safe and I sent the information to *** and I haven't heard anything back from them. I need a time line for when I am going to recieve the replacement safe. I don't know if they are busy but Cannon has not responded to my follow-up emails. I need to know when and what kind of safe they will be replacing. Can you please help me with this and please contact me at ************.
Thank you
****
Customer Answer
Date: 03/24/2025

Complaint: 23070702

I am rejecting this response because:
Most Recent Message
Date Sent: 3/24/2025 4:45:36 PM
Good afternoon, I was contacted by a Cannon Security Products representative named *** ****. *** informed me that Cannon Security Products would replace my safe with a new one that has the same dimensions and gun capacity and that I would have to absorb the cost of locksmith. I informed *** that sounded fair and I agreed to that. *** hasn't given me a time line on the delivery of the safe. I found one on line with same dimensions and specifications as my old safe and I sent the information to *** and I haven't heard anything back from them. I need a time line for when I am going to recieve the replacement safe. I don't know if they are busy but Cannon has not responded to my follow-up emails. I need to know when and what kind of safe they will be replacing. Can you please help me with this and please contact me at ************.
Thank you

Sincerely,

**** ******
Business Response
Date: 03/31/2025
We apologize for the delay, the team has been in contact with the customer via email providing updates
Customer Answer
Date: 04/01/2025
Hello, I have received updates from Cannon Security Products informing me that they have made the decision to replace the safe. They emailed me a picture of the safe with the description, specifications and item number. The last email that I received was from *** **** and I am going to paste it below. I am just trying to get a time frame for the delivery date which seems very vague.
Hello thank you for reaching out, we are working on your case do not worry will update you, with all the relevant information
respectfully
Joe
---- on Fri, 28 Mar 2025 11:39:58 ***** "**** ******"<******************************> wrote ----
I am following up about the replacement safe ETA. Can you please contact me as soon as possible to get this resolved.
Thank you
****
Initial Complaint
Date:02/10/2025
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 filed a help ticket on 1/29 about my safe which suddenly stopped unlocking with the keypad and the backup key is not working. I sent them pics of my keypad, the dafe, and the backuo keys. I heard nothing from Cannon and filed a second d help ticket 8 days later and left a bad review online. They contacted me through a third party website saying to tell them about the problem at the same place I ***** the first 2 help requests. I filed a third help ticket. I still can't get into my safe and have not heard from a single Cannon representative.
Business Response
Date: 02/11/2025
A specialist has been assigned to work on this case. They will get in contact today.
Initial Complaint
Date:02/05/2025
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 call Cannon Security about getting ***lacement parts for my safe which has a lifetime warranty. I spoke to a customer service *** and explained what was going on he asked me to send him a video which I did. I received an email tell me he had gotten an OK for the parts. Its been almost 3 weeks now and nothing. I have sent several emails and still nothing. I have a gun safe with guns in that is useless.
Business Response
Date: 02/06/2025
We sincerely apologize for the delay on your request, we were out of stock with one of the kit's components, the order has shipped and the tracking information has been shared via email, the *** is tomorrow. Here in Cannon Security Products,we strive for continual improvement of our products and services.
Initial Complaint
Date:01/31/2025
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.
The handle mechanism in my safe failed and Cannon Safe has failed to contact me regarding the replacement parts they sent. As you can see from the attached email chain it took almost a month from my initial interaction to receive parts by mail. When I did receive the parts there were parts missing and the parts that were there did not fit with each other. When I reached back out they have failed to respond to my emails and justify this issue.
Business Response
Date: 01/31/2025
We sincerely apologize for the inconvenience, we have assigned a supervisor that will get in touch first thing on Monday morning
Customer Answer
Date: 02/12/2025
While, I am going to accept the outcome of this case, I wanted to be able to provide final comments which I dont believe I can do by just clicking accept. I should have never been put in this situation to begin with and the supervisor who reached out to me was in fact one of the 4 or 5 people who originally declined to answer me in the first place. While this situation has been resolved I believe Cannon should still receive negative marks when it comes to their BBB status. Thank you for your time and effort in helping resolve this issue.
Customer Answer
Date: 02/12/2025

Better Business Bureau:

I have provided additional comments in a previous message but, will summarize again here. I am accepting this action because my issue has been resolved. However, I should have never been in this situation to begin with. Even, when I asked for an update to be notified when the correct parts were shipped I was ignored and the package randomly showed up. Cannons customer service needs a real boost. The acceptance of this outcome is being done not but satisfaction of my overall experience but because by some miracle the issue was resolved.
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:01/14/2025
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.
Safe key pad not responding even when replacing batteries was told they are sending me a replacement keypad November 9th 2024 its currently January 13th 2025 and no replacement part has been delivered. Have been trying to resolve this issue since May 2024.
Business Response
Date: 01/20/2025
Unfortunately, we never received the shipping information required to ship replacement parts. Our last response was on Nov. 9th. We will send a follow up email from the original request to address this situation right away.
Customer Answer
Date: 01/23/2025

Complaint: 22807028

I am rejecting this response because: I have two emails that I sent the address to within an hour of receiving them and Ive sent a follow up email after I havent heard back from them. I have another email list that has more information on it as well but not a single reply from their customer service. To large to send on this platform but can provide if requested. I provided the address multiple times. And yet Im still currently waiting for the replacement parts to this very heavy useless paperweight thats just over a year old. I will not be satisfied until I have the parts in place and the safe function like its intended to do so.

Sincerely,

********** *******
Business Response
Date: 01/31/2025
I sincerely apologize for the inconvenience, I will personally follow up directly from my email to avoid a system issue or spam settings. Once we get the shipping information we will provide reference # and tracking # via email, thanks.
Customer Answer
Date: 02/26/2025

Complaint: 22807028

I am rejecting this response because: Still no parts or anything last email received by ****** ***** on Jan 31st 2025, at 2:06 pm PST. I responded Jan 31st 2025 at 2:48pm PST and followed up two additional times Feb 5th at 10:19 am PST and Feb 10th at 11:44 am PST. No response or acknowledgement to any of the emails. At this point is there anyway they can get me a replacement safe, how likely is it that this issue will keep happening it is less than a year old and I've spent almost half a year requesting replacement parts for it.

Sincerely,

********** *******
Business Response
Date: 03/01/2025
We just realized we had difficulties with our system, the customer's replies went to spam folder. We have submitted the replacement order and the reference number has been provided via email, once tracking information is available we will also provide it.
Initial Complaint
Date:01/09/2025
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.
As the result of flooding in eastern *********. Spoke with a representative about safes Sent all information required. Was approved for replacement. Order placed. After 4 weeks checked on order. Answer was not available out of stock. Placed another order. Informed also that it was out of stock and that I was offered wrong items. Offered another replacement. Accepted the offer. Two weeks later still waiting on confirmation. No one giving me idea when I should expect it to be updated Also asking for tracking information. I would not have been notified if I had not contacted and checked on first tracking information. Any help would be greatly appreciated.
---
***Consumer filed a second complaint:
I have sent all the information and documentation for Cannon to review. They have said they would be replacing the existing safes. After 4 weeks I checked on progress and then they said safes not in stock so would I accept another. I responded and agreed with replacements. Again they responded with also not in stock and offered wrong items safes. They offered me another option for replacement I accepted the offer and now after three more weeks havent received any response or emails about shipment of replacement. I have called and been waiting for 2 hours different times. Every time I try to chat I get same response have to wait for my ticket number to be posted or pulled. A customer should not have to wait and keep inquiring about something that is clearly covered under warranty. I am really disappointed with the customer service team for not doing their job.
***Deserted resolution:
Replacement
Business Response
Date: 01/16/2025
We sincerely apologize for the inconvenience, we received some incorrect data from our internal departments, however, the replacement safes order is scheduled to ship next week, as soon as the tracking number gets generated, we will provide it via email.
Customer Answer
Date: 01/16/2025
I have been advised that I will receive tracking information when shipping takes place. If I receive items then I will send a positive message to that effect. Thanks
Customer Answer
Date: 01/17/2025
I checked in with customer service and this is their response. Today at4:40 pm. 01/17/2025.
Customer Answer
Date: 01/28/2025

Better Business Bureau:

Thanks to BBB. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Received items today 01/28/2025.

Sincerely,

****** ****
Initial Complaint
Date:12/19/2024
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.
We purchased this gun safe 6 years ago, It supposedly comes with a lifetime warranty. I have attempted to contact the company at one point I did speak to a representative they assigned a ticket number and stated someone would be in contact. I sent pictures and a video of the issue. The warranty was properly registered at the time of purchase. I have routinely changed the battery as recommended, yet this time the safe will not lock. I have not heard back from anyone in customer service and yet they closed my ticket. I have called and waited on hold in the que for as long as 2 hours, without a response . I have called back and left my name and number for a return call with out losing my place in the que on 3 separate occasions. I am still waiting on my return call and a resolution to my warranty issue. My recommendation is to not buy a cannon safe the warranty is not worth the paper it is written on.
Business Response
Date: 12/21/2024
We apologize for the delay, an order number has been created for replacement parts. We expect this order to ship next week, as soon as we get tracking information, we will share it via email.
Customer Answer
Date: 01/15/2025
About a week ago I did receive a new lock assembly in the mail from Cannon safe. No directions or anything were enclosed but feel like I can install it without an issue. Many thanks to your involvement in this issue or nothing would have been sent. Thank you again. **** *******

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Cannon Security Products, LLC is BBB Accredited.