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:04/23/2024

  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.

  Paid for a 45 piston over a year ago. It did not ship with rest of my order. Agents lied and said I’d have it April 12th. Agents also lied and said it was delivered which was not the case. Please just send me what I paid for and stop screwing me around. You already lost a customer for life do you really want me to cost you more customers? Just send me what I paid for

  

  Business Response

  Date: 04/24/2024

  Spoke with *** ****** by phone 04/24/24 and advised him that his 1/2x28 and .578x28 Pistons were shipped to him 04/23/24. Explained that the original April 12th date relayed to him as for our warehouse to receive the items not for him to receive them.

  Customer Answer

  Date: 04/24/2024

   
  
  Complaint: ********
   
  
  I am rejecting this response because none of that is my issue.  You still botched up a $3k+ order.  Kept me in the dark for weeks and did not show any remorse whatsoever.  I won’t use you again or recommend you to anyone
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:01/23/2024

  Type:Billing 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 a defective part on a silencer that is under manufacturer defect warranty. One of the baffles has a chipped place on the outside of the baffle where it locks in. It’s a risk of hazard until getting it replaced. I have called a dozen times and put on hold inline with other customers anywhere from 30th place to 311th that is just ridiculous. I sent a dozen emails to there customer service department with NO reply over the last month. I talked to the automated text help 20 times or so that just kept saying all the technicians where busy .. I bought this waited a whole year to go though the process and you can’t even get anyone to respond. Terrible customer service and bad business. Frustrated.

  

  Business Response

  Date: 03/26/2024

  Spoke with *** ******** via phone 03/25/24. identified that he had an issue where 1 baffle has a cosmetic defect _apparent chip). Advised customer that because the ATF treats every piece of a suppressor as 1 whole item, we need to have the entire can returned for warranty repair. Offered to send a warranty label and advised of 3-5 week possible turnaround time. *** ******** advised that he was reluctant to be without the can for that time period. He stated he will arrange the baffles in an alternate order since the issue is not currently affecting the operation of the suppressor. Advised *** ******** that he can return the suppressor at any time he desires to have the baffle replaced. Customer has my direct contact information for future follow-up.

  Customer Answer

  Date: 03/26/2024

   
  
  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:01/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It has been over 2.5 months since payment made to them, they no longer answer my calls, return my emails nor call me back, I want them to honor the request fir a gemtech abyss 556 that I paid for or refund my account in full, I will not accept any 25 percent fee for a service they have not fulfilled. I will be considering legal action as this is outright theft.

  

  Business Response

  Date: 01/16/2024

  Spoke with customer 01/16/2024 regarding the Gemtech Abyss suppressor. Customer stated that he has an appointment 01/17/24. Confirmed that he does have an appointment to be submitted. Comped a 5.5" Black Devour Cover for customer experience.

• Initial Complaint

  Date:12/21/2023

  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.

  On 12/8/2012 I received the attached notice items had been shipped for Order *********. (Note total of quanity column is 5 when only 4 items were listed.) I was already trying to get them to tell me where the item was for ***** *********. Shipment ********* arrived missing the rfile adapter 11/16X24. However, in the was the item for SO-690455, labled as 18MX1, which is what I ordered, however, it does not fit the factory 18MX1 threads of my rifle. So I have written numerous times, (9 times through their web site contact form, and copying the same via email to their customer service), Chat web device which is a circular, non-human, tie-me-up process that wastes my time, and phone calls. I have yet to receive any communication back. I simply want them to ship the right 11/16X24 rifle adapter, tell me where to send this 18MX1 package that does not have the right threading - and offer an exchange for a different adapter (I'll pay the difference if more, or they can refund the difference if less. Not too difficult, but I seem to be persona non grata - as no one from the company will contact me to resolve these two issues. Beware other buyers who may read this, if you pay with a credit card - since you pay up front and it takes over a year for ATF to process forms, I am outside the 60 day period to protest the charges or portions there of. I still plan on filing a complaint with the credit card company concerning Silencer Central's business practice, probably do no good, but I'll feel better having alerted them as well.

  

  Business Response

  Date: 01/08/2024

  Called *** ********* 01/08/2024 and discussed the issues with his 2 accessories. *** ********* stated that 1 Direct Thread Mount (11/16x24) had not been sent at all. I advised that this part was backordered until recently and we received them the week of 01/01/24-01/05/24. He then stated that the M18x1 Direct Thread Mount did not fit on his rifle. *** ********* stated that he was tracking 2 packages that were sent to him from Sioux Falls. He and I agreed that these are likely the 2 accessories that he is having issues with. I provided my direct number and he and I agreed that he would follow up when the packages were delivered so he could advise if he now had the correct and working items. I advices that if they were not the correct items, I would ensure that the correct items were sent. I provided a complimentary suppressor cover for the customer experience and *** ********* stated that he was pleased with this course of action and communication. 

  

  Business Response

  Date: 01/16/2024

  Spoke with *** ********* 01/16/2021. Informed him that the M18x1 direct thread mount was ordered and shipped today with USPS tracking **********************. Discussed with him the cancelling of the chargebacks and *** ********* indicated he would cancel them. Customer seems to be pleased with the resolution.

  Customer Answer

  Date: 01/17/2024

  
  
  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.

  There has been a dramatic improvement in Customer Service at Silencer Central since I first started having difficulty with them.  Their respresentive - ***** - has been very responsive and although I am waiting for the arrival of one of the adapters, I have no doubt that it will be fine or Jason will work on it until it is.  I have dropped all credit card disputes, and will contact the SD consumer protection folks to let them know that Silencer Central has resolved all the issues I had with them. I think with the positive changes I've seen in Customet Service in relation to fulfillment, and what a great experience ordering and going through the process of obtaining the ATF stamp. I think at this point I would not hesitate purchasing products and services from silencer Central in the future.

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

• Initial Complaint

  Date:12/11/2023

  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.

  I called ****** to cancel my order within the 30 days and had to leave a voicemail. I called the next day and customer service said i must talk to sales. **** in sales said i must talk to ****** whom i had been dealing with. So i left another voicemail for ******. ****** returned my call on day 30. .. it has been a month and i still have not received my refund.
  This description does not include all the errors that silencer central made leading up to my decision to cancel my order.
  I just got an email stating they plan to charge me another $570.19 ??

  Customer Answer

  Date: 12/11/2023

  I was called today by ****** from Silencer Central. Jordan stated he was able to get everything taken care of and I should receive my refund in the next couple days via paper check in the mail.

   

• Initial Complaint

  Date:12/05/2023

  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 number ********* on 11/19/23. This order has never been fulfilled and not ever shipped. I ordered a small threaded adapter. Something I had to purchase from a different company, which I received 2 days later. Silencer Central has not responded to any of my emails or to messages submitted through their online chat system. I have also called several times, most of which I waited on hold the entire day to never get to a person. One day I did finally reach a person and they did not or the “person who purchases these items” know where or when the part will be in. The person on the phone could not cancel my order and refund me, he had to submit it to a different department. It’s been weeks and I have yet to hear back from new emails and messages. I have not received a cancellation confirmation and have no refund.

  

  Business Response

  Date: 12/08/2023

  Hello,

   

  We do apologize for the delays you've experienced. The order did ship out and is expected to be delivered 12/09/23 and I am having the charge refunded due to delays on our end. This will processed on our end on 12/11/23. I've reach out via email to Logan as well if there is anything else I can help with.

  Thank you,

  Silencer Central

  Customer Answer

  Date: 12/14/2023

  
  
  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:09/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 9/2/2023 for a suppressor and put $208.19 toward the payment that day. On the 16th, I reconsidered buying the suppressor and asked for a refund. I have sent numerous messages since that date to this point repeating the same request. I have no statement credit pending or any other record of proof anything is being done to refund my money. The company is simply telling me they are going to do it without any evidence. I am asking that they abide by their policy and return 75% of my down-payment as soon as possible. The policy is within 30 days if I reconsider and the paperwork isn't approved, 75% of what I paid is to be returned.

  

  Business Response

  Date: 10/04/2023

  Our customer misunderstood our refund policy as stated - 

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

  NFA ITEM CANCELLATION POLICY
  If for any reason you change your mind after purchasing and wish to cancel your order, you will receive your full cost of purchase back, including your tax stamp, less a 25 percent processing fee which will be issued in the form of a credit to be applied to a future purchase within one calendar year of cancellation. Cancellation must be within 30 days of purchase and before any ATF paperwork has been submitted for the item. Unfortunately, once application forms have been submitted to the ATF, we are unable to cancel your order. Purchase of all sale items is final and no cancellation or refund can be issued.

  Our customer paid $209 and expected 75% of that money back, but our terms state the full cost of the purchase (meaning the full price of the entire invoice) is what the 25% processing fee is based on. 
  
  As we want no ill will or a negative impact to our customer we have decided to break policy and refund 75% of his payment made to take care of him.

• Initial Complaint

  Date:06/07/2023

  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 ordered and paid for two sound suppressors from Silencer Central ("SC") about June 5 of 2022. These purchases required a wait time while a Federal Agency (ATF) reviewed/approved them. I was informed of this wait in advance, and the approvals came (about 11 months later) on April 30 and May 1 of 2023. Then SC had to send notice of my purchase to the local Sheriff's office, after such receipt an additional 7 day wait was required before shipping. It's now 37 days since ATF approval, and Sean of SC tells me that ***** hasn't acknowledged delivery of this notice to the Sheriff, though it has been sent twice. If I thought that were true, I'd have filed a complaint about *****, as should have SC. ******* *** ***** ***** ******* **** * ****** ****** ** *** ******** *** *** ******** ** * ******** **** ***** ** * ******  If ***** is the problem SC ought to be using certified mail, who I'm confident can deliver in less than 37 days. I do not believe I'm hearing the truth, and I just want my purchases delivered.

  Customer Answer

  Date: 06/18/2023

  I have looked through my emails including those marked as junk since the date of my complaint, and I've heard nothing from Silencer Central.

  I am beginning to suspect they are ******.  They collected my money, some $****, more than 12 months ago, and then I had to wait for the US Govt's ATF to review my application, which it appears has occurred.  At that point (which was April 30 and May 1) they were to send, which they claim they did, notification to my local sheriff to permit him to interject objections to my application.  There is no indication he did that, as he has now twice approved my permit to carry a handgun (*** * ********** **** * ******** ********* *** ** ** ******* ** * ******** ******* ********** ** *** ****** *** **** ** ***** ******** *****).  The Sheriff has 7 days to object, once ***** says they deliver notice; there is no indication he did.  So now it's 49 days into the 7-day objection period, and I've heard nothing, and their website indicates notifying him is all that is holding things up.  I am supposed to believe that ***** can't drop off a letter and return notice that they did so in 7 weeks.  I don't believe that, do you?

   

   

  

  Business Response

  Date: 06/22/2023

  I spoke to Ross ******* by phone and we discussed the specific processes involved with delivering our product to a front door.   Ross felt satisfied with the explanation and next steps and said he considered the matter resolved. 

  Customer Answer

  Date: 06/29/2023

  
  
  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,
  
  
  
  Ross *******

  Customer Answer

  Date: 06/29/2023

  I spoke to the representative of the company.  I had been lead to believe that ***** or the USPO had not returned notice that the letter to the local Sheriff had been delivered.  It is now my understanding (correctly or incorrectly) that because of the almost unique position of the company in being able to mail the highly regulated product  directly to me through an in-state representative and the additional scrutiny the ATF gives them because of this, while the law requires only that the notice to the sheriff be delivered and they need to wait 7 days for a +/- response from the Sheriff and can proceed if no response occurs, Silencer Central requires an affirmative response from the sheriff before they will ship.  Our sheriff apparently assumed he could ignore their notice and things would proceed the same as if he'd OKed the notice.  Ultimately phone-tag was required.  

  This complaint could have been avoided if I'd received the full explanation after the ~3-4 week post ATF approval wait when I first contacted them.  However, I suspect that each case in each county in 50 states differs a bit, and so a "canned" explanation is not possible.

  Products have arrived, and I'm happy in spite of the additional wait.  : ) 

• Initial Complaint

  Date:05/08/2023

  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 purchased a suppressor on 7/15/22 and was told it would be 90 days to approval (ATF is way behind not Silencer Centrals fault). I was approved 5/2/23 (292 days later). Since then I also bought two more suppressors and have given them quite a bit of business and planned on doing a lot more with them. Since approval I’ve called asking when I would get my forms to sign and have it shipped to me and they were ********* **** and would not give me any information other than it would be a week or two just to get the forms to get the process started. I ended up getting them the same day only because of my constant persistence but since then I have been given no update whatsoever even when I call and ask. You’d think they would treat a customer that had spent almost $******* a little better. I’m only writing this to recommend others look elsewhere for a suppressor as I will be doing in the future.

  

  Business Response

  Date: 05/16/2023

   

  Our records indicate Mr. ******** was approved for his suppressor and the process from approval to shipment and receiving does take longer than some customers expect based on processes and laws required.  We also see our customer contacted customer service and we answered questions on his status and explained the process.   We appreciate his business and ask for grace and understanding knowing getting our customers their orders is our first priority.  

   

  Silencer Central

  Customer Answer

  Date: 05/16/2023

  
  
  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. I redact my complaint in its entirety. Unfortunately at the time of the complaint I spoke to a **** **** and *********** customer service agent that said it would be weeks before the process would even be started to send me my suppressor. I was persistent and eventually was able to speak with someone that was very helpful and promptly sent me the paperwork. I gave  SC 4/5 stars on trust pilot. I can say 100% that I DO recommend this company to anyone wanting to get a suppressor. I apologize for the premature complaint clearly the person I originally spoke to was having a bad day. 
  
  
  
  Sincerely,
  
  
  
  Conor ********

• Initial Complaint

  Date:04/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told I could have a trust and certify for a silencer purchase in five minutes over the phone. I got on the phone after a couple questions he took my credit card information and sent me some emails regarding how the process would work and he said he would send me the trust and the email address to send my prints too right after. The email never came. I have been charged for the wrong items and the trust never came. I can't certify because I don't have anywhere to send my prints and there's no customer service. I paid for a five minute certification process and the guy is gone and has my money. That really sounds more like fraud to me.

  

  Business Response

  Date: 05/16/2023

   

  I reached out to Mr. ***** today and left him a voicemail.  Our records indicate we haven't received any notes of calls from Mr ***** since prior to this BBB complaint, on 4.14.23.   Our records indicate we sent Mr. ***** a fingerprint kit with information on how to process and return to us to fulfill his order.  We haven't gotten it back as of yet.  On May 1st 2023 we emailed Mr. ***** and it shows he opened the email, but to this date has not sent his Fingerprints back to us.  I invited Mr. ***** to call any time he needed help, and to send in the fingerprints and sign his documents we sent him via email on 4.14.23 to continue on with the process.  No further action is needed by us at this time but we are waiting on signatures and finger prints from Mr. ***** to proceed with his order.

   

  Silencer Central 

  Customer Answer

  Date: 05/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Silencer Central is asking me to sign a new policy presumably voiding the agreement made at the time of purchase regarding refunds. They also sent a trust with the wrong name and address that I also am not interested in signing. I was only interested in the agreement I made with the original salesman regarding the immediate certification and trust. The second salesman stated he would email me documents, agreed that I wouldn't need the fingerprint cards and would be using an EFT and if I cancelled after Silencer Central had certified my order I would receive a **% refund. Then he hung up the phone. After I reached out to the second salesman he clarified he was not the one who made the promise of immediate certification. After I responded that the first salesman made that promise the second salesman answered that the first salesman really meant to say something else.  The second salesman then clarified if I wanted to proceed with my refund it would be **% because they had all ready mailed the fingerprint cards that we had previously agreed we would not be using. After well over a month of waiting for customer service to respond they left a voicemail reminding me they had sent the fingerprint cards and also want me to sign a no refunds agreement and sign the trust with the wrong name and address. I believe since Silencer Central cancelled the agreement we made I am entitled to a full refund.
  
  Sincerely,
  
  
  
  Matthew *****

  

  Business Response

  Date: 05/22/2023

   

  We remain committed to serving Mr. ***** but this entire process is hinging on waiting on him. 

  We have not received his fingerprint card back with completed fingerprints to proceed.

  We have not record of calls from Mr. ***** about an issue and still welcome him to contact us, as we remain committed to assisting him.

  These are the terms and conditions of our refund policy. ********************************************** 

  Please call us at ************ and we can make any adjustments you are requesting to your trust or other documents.  Please understand we cannot proceed to submit you to the ATF for your purchase until you sign documents and return your fingerprint card to us as this is an ATF and FBI requirement. 

   

  Silencer Central