Complaints

This profile includes complaints for Optics Factory's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Optics Factory

  2050 Beavercreek Rd Ste 101-213 Oregon City, OR 97045-4301

• 

  Optics Factory

  404 Beavercreek Rd Ste 239 Oregon City, OR 97045-4129

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:05/13/2025

  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.

  I ordered a green dot optics, adapter plate and green dot laser/flashlight combo on April 8th, 2025 (Order #*****) that I was told by staff would fit my particular firearm. I received the items and the laser/flashlight combo fit perfect, but after taking the green dot optics and adapter plate to 3 different gunsmiths, I was told the dovetail on the adapter plate is far too large to fit the dovetail groove on my firearm and it cannot be machined. They took pics of the size difference and I've provided them to **** at Optics Factory and have only received a couple of cookie cutter replies to my emails that do not address an exchange or refund and zero replies to my voicemails. It's been weeks with no solution offered.All I want is for them to exchange it for the correct adapter plate or send me an RMA so I can send it back for a refund. It's very simple, but they just will not offer me a solution and are ruining their reputation. I really should've researched them here first after seeing all these complaints.

  Business Response

  Date: 05/14/2025

  It sounds like the plate you ordered may not be compatible with your specific pistol model, and unfortunately, we do not offer a mounting plate that fits the dovetail of your firearm.
  However, wed be happy to assist you in checking if a compatible plate is available from another manufacturer.
  To help us do that, please provide the following:
  A copy of your purchase invoice
  The exact part number or name of the item you ordered
  The full model name of your pistol
  Once we have this information, well do our best to assist you further.

  Customer Answer

  Date: 05/17/2025

  It appears they have replied to the message that you sent them on your platform. I tried to call/email them since, but they are still not answering the phone, emails or voicemails that I'm leaving them so we can even move towards the solution they suggested. 

   

   Also, the solution they offered in the reply on your platform is something I've already done for them several times if they'd just refer to my several emails. I've even officially submitted a refund request on their website with no response to date. I don't see how they can reply to your message so quickly, but continue to ignore all of mine other than it being deliberate. As a business owner myself, I would NEVER treat my clients this way. 

   

   I don't see a place to reply to their message on your platform and they are not answering their phone or my emails, so I'm not sure how to move forward. Just let me know and I sincerely appreciate your help with this.

  Customer Answer

  Date: 05/22/2025

  I've steady been trying to call and email them with no luck. They informed me I could return it for an exchange or refund, but they haven't provided me with an RMA to return it. After learning how they do business, there's no way I'm blindly sending anything back to them out of fear of losing both the product and my money at that point.

   

   Attached are the emails and replies I've sent and received from them, along with a pic from the gunsmith showing the size difference and how it's the wrong item. None of the replies have offer me an RMA with clear instructions on how to move forward with an exchange or refund without their participation. 

  Business Response

  Date: 05/28/2025

  We will be glad to take the item back according to our refund policy. We accept returns and exchanges within 30 days of an item being received for any reason. We of course don't charge any restocking fee on new condition returns. Customers will receive a 100% full refund. We will pay the return shipping for items that are defective. Due to our low margin selling price, we do not pay return shipping for changed mind or item does not fit(We will pay return shipping for exchanging. ).  An 15% restocking fee(We are a small business, there will be a cost for us to refurbish to sellable condition such as labors, new packaging and new parts) will be applied ONLY if items returned not in original condition such as visible scratches/markings,  or are missing accessories such as wrenches,screws, instructions, batteries. 
  To ensure your return is processed efficiently please include a copy of your invoice with your return. Please note if you would like refund or replacement with your return.
  
  Please send it back to:
  Your order number(very important, otherwise we don't know it is your return)
  *******************
  Ste101-213
  ************OR 97045
  
  We will process full refund within 1 business day after received return tracking
  
  Any questions please feel free to contact us 

• Initial Complaint

  Date:05/05/2025

  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.

  I ordered 6 items they had listed on ************* for my handgurd. First they sent me the wrong items. They never answered their phone. I finally got a response in the form of email they made a simple problem very hard. They sent me out another package it was the right item but the wrong quantity. They sent 2 items instead of 6. I've emailed and called and left them 20 plus messages I just want what I ordered and paid for

  Business Response

  Date: 05/05/2025

  You can contact us via email ******************************************************************

   

  provide the gunbroker purchase invoice showing the quantity of six, and a photo of the wrong items you received. We will send the missing four items and provide a prepaid return label for the wrong items you received. 

• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 rifle scope (an ADE Advanced Optics 1x10) it has a lifetime warranty , I have had it for several years now and the inside of the scope is apparently falling apart as there are a number of black objects like plastic or ??inside and on the glass..again this is inside the scope...I have written and called repeatedly and have not recieved any response.their web site says the will return a call or email within 4 hours.

• Initial Complaint

  Date:09/14/2024

  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 safety glasses with new prescription attached. Was sent WRONG prescription. Communicated, via email, for werks. Will not replace. And as per the website policy, they will not even provide a 50% refund as I filed a complaint with ******. Also, website states the company is located in ********** but ALL returns and communications have been from *****.

  Business Response

  Date: 09/15/2024

  After reading through the details you provided, you are very likely filed the compaint with the wrong merchant

  We are not located in ***** or **********, we are located in **************** 

  You did not mention what you purchased from us, we have searched your name and email was not able to locate your order. 

   

• Initial Complaint

  Date:08/01/2024

  Type:Sales and Advertising 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 glasses from Optical Factor, The first issue I ran into was, It took a very long time to receive my glasses when I ordered them the email I received said I would receive them in 5 to 7 days It was almost a month later that I finally received them. I could not use them because they were very blurry they did not follow the prescription I sent in. I contacted them to let them know I could not use the glasses because they were too blurry they asked me to resend in my prescriptions so they can verify that they had the correct one on file I did that several times. They finally replied to me asking me to take the glasses to a local optometrist have them examined to see what the script was and then if they had made a mistake they would replace them or refund my money. I asked them if they were going to reimburse me the cost for doing that and I did not receive a reply. This company is based out of ***** The material they use is very cheap The glasses I ordered were supposed to come with interchangeable lenses of different colors I did receive the interchangeable lenses but none of them were prescription what is the purpose of sending interchangeable lenses along with prescription glasses if the interchange lenses are not prescription they cannot be used by somebody that wears prescription glasses. I would not recommend this company to anybody I order glasses from a company called ***** Glasses on a regular basis I ordered from optical because I wanted to try a new style I use the same script when ordering from pain glasses and I've never had a problem with that company I should stick with them because optical factor is a fraudulent company.

  Business Response

  Date: 08/12/2024

  Wrong vender, we are opticsfactory selling gun parts. We do not sell glass, your screencut shows a prescription glass not sold by us. You filed a complaint to a wrong business

   

  look at our website

  www.opticsfactory.com

   

  Please close the complaint to find the right vendor where you purchased your glass

• Initial Complaint

  Date:07/29/2024

  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 ordered the *****/Adjustable 1911 Pistol Mount Plate from Optics Factory. It requires a *****mm s**** length to complete the mounting process of the *** Zantitium (RD3-015-PRO) red dot that was recommended by ***************, Optics Factory President. The Mount Plate and Red Dot were sent with 6mm/8mm s**** lengths that are too short. Due to the oddball s**** diameter, (M3.5), you just cannot go to a local hardware store for new screws. This was poorly engineered. No one at Optics Factory would answer the phone. I left messages to call me back. No one did. I contacted ***************, Optics Factory President, by email. He asked for pics. I sent 6 pics. He asked for required s**** length. I emailed that to him. I DO NOT WANT A STORE CREDIT. I would like my money back. Please email me return postage and credit my account.

  Business Response

  Date: 07/29/2024

  Installing the aftermarket optic plate is not simply plug and play. We recommend having a qualified gunsmith to install
  Torque s**** to 15inch/lb
  
  For gun glue, we recommend to use loctite treadlocker

   

  We will be glad to take the item back according to our refund policy. We accept returns and exchanges within 30 days of an item being received for any reason. We of course don't charge any restocking fee on new condition returns. Customers will receive a 100% full refund.  An 15% restocking fee(We are a small business, there will be a cost for us to refurbish to sellable condition such as labors, new packaging and new parts) will be applied ONLY if items returned not in original condition such as visible scratches/markings,  or are missing accessories such as wrenches, screws, instructions, batteries. 
  To ensure your return is processed efficiently please include a copy of your invoice with your return. Please note if you would like refund or replacement with your return.
  
  Please send it back to:
  Your order number(very important, otherwise we don't know it is your return)
  *******************
  Ste101-213
  ************OR 97045
  
  We will process full refund within 1 business day after received return tracking

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22060366
  
  I am rejecting this response because: This was advertised as "plug and play" on ******************* website, "Optics Factory". Both pieces are "ADE" branded. IT IS NOT PLUG AND PLAY! *************** communicated with emails stating this would work properly with each other as they ate matched up. (His recommendation). *************** still will not contact me directly because he knows that the screws do not exist to make this mount and red dot mate. If they did, he would supply them with the product or offer to send them to me. The screws he supplies with the mount and red dot are an oddball size, M3.5, and not openly or widely available over the counter as he states. He can either send me the correct length of screws or email me correct return postage and I will send him back his faulty product.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/01/2024

  This product in our detail page did not mention plug and play

   

  Installing the aftermarket optic plate is not simply plug and play. We recommend having a qualified gunsmith to install. We the seller can not act as a gunsmith to provide installation service. Video below is an installation video we found on ******* showing how to install the ***** plate. 

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

  If you encounter difficulties in making the screws work correctly, we recommend visiting a local hardware store like ACE Hardware to obtain the right size.

   

   

  
  
  

   

   

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22060366
  
  I am rejecting this response because: I have been working on firearms and firearm optics for over 50 years. The last 15 years I work as a designer for an Engineering firm. *************** is refusing to except the fact that his design is flawed in that the screws he provided with the mount/red dot are not long enough to secure the dovetail slot. I asked him not to take my word for, but to take a mount and red dot off the shelf and try it out for himself. That would prove it. And then to make matters worse, he then plays the "we are a small business" and "we cannot afford to get it right". I truly believe that *************** is not being honest. I have lost confidence in his product and in his company. The sad thing is that he could have made it right by taking responsibility and communicating with me. Even the link he sent wasn't a link to his product, but to ******, another companies product. This is definitely a missed opportunity on the part of *************** and Optics Factory. It leaves a scar on the *** brand. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/13/2024

  We will be glad to take the item back according to our refund policy. We accept returns and exchanges within 30 days of an item being received for any reason. We of course don't charge any restocking fee on new condition returns. Customers will receive a 100% full refund. We will pay the return shipping for items that are defective. Due to our low margin selling price, we do not pay return shipping for changed mind or item does not fit.  An 15% restocking fee(We are a small business, there will be a cost for us to refurbish to sellable condition such as labors, new packaging and new parts) will be applied ONLY if items returned not in original condition such as visible scratches/markings,  or are missing accessories such as wrenches, screws, instructions, batteries. 
  To ensure your return is processed efficiently please include a copy of your invoice with your return. Please note if you would like refund or replacement with your return.
  
  Please send it back to:
  Your order number(very important, otherwise we don't know it is your return)
  *******************
  Ste101-213
  ************OR 97045
  
  We will process full refund within 1 business day after received return tracking
  

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22060366
  
  I am rejecting this response because: I have proven with photos that product that the seller represents is wrongly engineered with a set of screws that are simply too short. Therefore, it is rendered useless. His response to not take full responsibility is completely unacceptable. I did not ask for anything more than what I invested in his product. I will no longer deal with him or his company. I will go to a brand name company that backs their product. I have already returned his red dot to the retailer for a refund. Again, this was a missed opportunity for him to make it right. A simple fix, but he was too stubborn or ignorant to figure this out. It's a small world and word of mouth can make or break a company. This is his decision. Consider this matter closed.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/24/2024

  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 purchased two red dot optics. I have an order number and receipt. Once I received an email stating my order has been shipped, I have not heard another word from them. Customer service number is useless!! Can you help in any way!!!

  Business Response

  Date: 07/25/2024

   

  We highly recommend the customer contact us directly, instead filing a complaint through BBB. 
  

  You should receive the order confirmation email within minutes, and shipping notification email within 1 business day. If not, please check the spam folder

  Customer made the purchase on Saturday 7/20/2024, we shipped the order on Monday 07/22/2024 via 

  9400111105501575728819
  USPS 

   

   

   

   

• Initial Complaint

  Date:05/07/2023

  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.

  I ordered an optic for the pistol, installed it properly, used it a single time. In doing so, the screen cracked. No external force applied. I assumed this was a fluke, I contacted the company for support. That was months ago, and i've attempted to contact them through email upwards of 5 times. No response in the slightest. ****** disappointed in the total lack of customer service and quality control.

  Business Response

  Date: 05/08/2023

  Please follow the warranty procedure on the warranty card that in printed in the instruction manual. 

   

  You can also contact us via

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

• Initial Complaint

  Date:04/17/2023

  Type:Order 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.

  Date of transaction was April 8 2023 through PayPal order # ***** Taurus optic mount plate TD1 which will not work on my pistol. I want to return for credit and have had no luck contacting the merchant, and they send you to an automated return system which tells me there is no such order # or email

  Business Response

  Date: 04/18/2023

  Please email us at **********************************

  I see you purchased a pistol plate for certain non-optic ready pistols such as G2, G2C, TX22. The palte basically replace the factory rear sight. If it does not fit, you have a different pistol model. 

  We will be glad to take the item back according to our refund policy. We accept returns and exchanges within 30 days of an item being received for any reason. We of course don't charge any restocking fee on new condition returns. Customers will receive a 100% full refund. We will pay the return shipping for items that are defective. Due to our low margin selling price, we do not pay return shipping for changed mind or item does not fit.  An 15% restocking fee(We are a small business, there will be a cost for us to refurbish to sellable condition such as labors, new packaging and new parts) will be applied ONLY if items returned not in original condition such as visible scratches/markings,  or are missing accessories such as wrenches, screws, instructions, batteries. 
  To ensure your return is processed efficiently please include a copy of your invoice with your return. Please note if you would like refund or replacement with your return.
  
  Please send it back to:
  Your order number(very important, otherwise we don't know it is your return)
  *********************************
  ******-213
  ***********.** 97045
  
  We will process full refund within 1 business day after received return tracking
  
  Any questions please feel free to contact us 

• Initial Complaint

  Date:04/17/2023

  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.

  Ordered a part for a pistol was the wrong part. Trying to return but getting the runaround with some crazy return system. Just trying to return for a refund

  Business Response

  Date: 04/18/2023

  We will be glad to take the item back according to our refund policy. We accept returns and exchanges within 30 days of an item being received for any reason. We of course don't charge any restocking fee on new condition returns. Customers will receive a 100% full refund. We will pay the return shipping for items that are defective. Due to our low margin selling price, we do not pay return shipping for changed mind or item does not fit.  An 15% restocking fee(We are a small business, there will be a cost for us to refurbish to sellable condition such as labors, new packaging and new parts) will be applied ONLY if items returned not in original condition such as visible scratches/markings,  or are missing accessories such as wrenches, screws, instructions, batteries. 
  To ensure your return is processed efficiently please include a copy of your invoice with your return. Please note if you would like refund or replacement with your return.
  
  Please send it back to:
  Your order number(very important, otherwise we don't know it is your return)
  *********************************
  ******-213
  ***********.** 97045
  
  We will process full refund within 1 business day after received return tracking
  
  Any questions please feel free to contact us