Business Profile

Gun Safes

Winchester Safes

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Winchester Safes's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

15 total complaints in the last 3 years.
5 complaints closed in the last 12 months.

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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:03/04/2025
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.
We purchased a 36 gun safe from our local Tractor Supply on Feb 4th. After bringing home the safe and unpacking it, upon opening the safe we noticed the drywall panel on the interior of the safe door was not attached and damaged to the point of not being fixable. We contracted Winchester as per Tractor Supply's request. Winchester refused to assist us or honor any warranty and denied any responsibility in regards to the damaged safe. They placed blame on Tractor Supply. Due to the size of the safe, we aren't able to return to the store. We simply want a new safe door sent to us and we will send back that damaged one.
Business Response
Date: 03/10/2025
Yes, she did contact us about this, but as we advised her, unfortunately, we do not have replacement
door panels covers or replacement doors. These are items shipped on each safe and we do not have them to
replace. we advised the customer to return the safe to the store for an exchange or refund.
Initial Complaint
Date:11/11/2024
Type:Service or Repair Issues
Status:
UnresolvedMore 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 bought a safe from this business, its got an electronic keypad to open it, well the keypad went out and I cant access any of my person property that I put inside the safe. The company wont respond to any emails, and they NEVER answer the phones. All I want is to open the safe, get my stuff out, and take the safe to the dump because its a piece of c*** that doesnt work. You he rat that these people are scammers is no concern of mine. I dont want to buy a keypad from themI paid $700 for the safe, Im not going to pay $100 every six months to replace a keypad, just because they sell S*** products.
Business Response
Date: 11/11/2024
we have not had any recent calls or emails from this customer. We will reach out to him and send him a free keypad.
Customer Answer
Date: 11/11/2024
Complaint: 22534845

I am rejecting this response because:
They lied about me not calling and they lied about me not emailing them. I emailed them three times before contacting the BBB. Only after I contacted the BBB did they send me ONE email, suggesting that I give them more information about the c*** they sell before theyll send me something that I dont even want (a keypad). The only thing I want is for these scamming pieces of s*** to tell me how to open the c*** safe they sold that doesnt work. I dont want a keypadI dont want to use the s*** they sell. I want their defective product out of my house, but first I want to get my personal property out of itso that I can buy a safe from a company that isnt ran by scammers, that will actually open.
Regards,

**** *****
Business Response
Date: 11/13/2024
Although "customer service" is not explicitly listed in our brochure or price sheet, we hold ourselves to the highest standards of providing excellent service to our valued customers. Occasionally, despite our best efforts, we encounter situations that are beyond our control.
Recently, we have faced such a challenge with Mr. **** *****. The false comments, use of vulgar language, and resistance to our attempts to resolve the situation have left our staff feeling that a resolution is currently unattainable due to Mr. ****** demeanor.
We remain committed to addressing this matter professionally and respectfully, and we hope to find a mutually satisfactory resolution *******...
Customer Answer
Date: 11/15/2024
Complaint: 22534845

I am rejecting this response because:
These scammers that claim to be a reputable, customer friendly business havent offered ANY assistance and falsely claim to have attempted to rectify the situation. I cant help that their feelings are hurt, and that theyve never communicated with anyone outside of their own self-gratifying echo chamber. The products they sell are defective and they refuse to provide a spoliation. All I want is to open the safe, I do t want another defective keypad. I WANT TO OPEN MY SAFE AND REMOVE MY PERSONAL PROPERTY.
Regards,

**** *****
Business Response
Date: 11/26/2024
Unfortunately, Mr. ***** would rather continue to cuss at us when we are trying to resolve the issue at hand.
It seems as though Mr. ***** is not willing to allow us to send him a free keypad so he can get into his safe. This is the only option to repair the issue for him to gain access to the contents inside the safe. We will need the serial number of the safe so we can note the issues and that we sent a new keypad to the customer. Obtaining the serial number is our standard practice when resolving matters with any safe we sell.
If Mr. ***** would like to have the keypad sent; he can respond accordingly.
Thank you.
Customer Answer
Date: 11/29/2024
Complaint: 22534845

I am rejecting this response because:
SN: win-16-039637

Address:
**** *****
*************************************
Lampasas Texas 76550

this has been the single worst experience with ANY business Ive ever had in the entire forty years Ive been alive. YOU are offended because I spent MY money on your defective product, but you want me to treat you like youre doing me some kind of favor. Thats ridiculous. I do t have to speak to you in ANY particular wayif you wouldnt sell defective c*** then I wouldnt have to speak to you at all. Or if youd answer you phone calls and respond to emails without the BBB needing to get involved then this couldve been solved 3 months ago when the defective keypad locked me out of my $700 gun safe.
Business Response
Date: 12/30/2024
We have yet to receive any communication from this customer, but since he has finally provided
the safe's serial number and his address, we will gladly send him a new keypad.
Customer Answer
Date: 01/05/2025
Complaint: 22534845

I am rejecting this response because:
After about two months of me waiting for them to ship ONE keypad less than 200 miles the keypad they sent to me didnt open the safe.
For the tenth time in this now SIX MONTH long endeavor to communicate with these lying scammers that dont think there is records or email communication through the BBB between us: HOW DO I OPEN THE ***** OF C*** SAFE THAT YOU SOLD ME?

Regards,

**** *****
Initial Complaint
Date:10/02/2024
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 purchased this safe online from tractor supply company (who sells for Winchester). We NEVER received the keys, the owners manual or the magnet that comes with the safe. We recently started to have problems with the e-lock and are not able to get into safe consistently. (Locked out). They have indicated that the work is under warranty but we are required to re-purchase they keys. Which if I lost the keys I would be ok with this, but we never received the keys and didn't become aware of the need for keys until we tried to remove part of the e-lock. I cannot get the e-lock replacement until we get the keys? We received the safe in a box over the top of the safe with the safe code written on the box. I called and spoke with ****** ******** who stated that as we did not report the missing keys within 30 days, it was too bad, we had to pay for the replacement keys. As the online description indicated the safe came with keys. I asked if I could return the safe back to the store for my money back and she advised they could not as it was purchased in Nov 2023. I feel like the customer/consumer is being penalized for the failing e-lock and the fact that we have yet to receive keys. An electronic owners manual was provided to me last week via email from them. It feels like they are forcing me to pay $25 for a key that was never provided in order to fix the device.
Business Response
Date: 10/02/2024
Yes, we do have the policy that requires the customer to report any missing parts within the first thirty days of purchase.
We have given this customer has the option to purchase the keys for $25.
Customer Answer
Date: 10/02/2024
Complaint: 22370028

I am rejecting this response because: according to tractor supply the keys (replacement) are part of the warranty. They advised this is a frequent issue with Winchester safes.
Additionally, in order to fix the safe, we would require the keys (per email from Celsey). So if they are required to fix the safe, they should be provided by Winchester.
We asked for a return or exchange But Celsey advised we could not do this option. According to the website any returns or exchanges are available stress free. They are wanting to charge for keys that we never received, and are required to fix the safe.
We just became aware of that it had keys (was not provided an owners manual, keys or magnet which indicated this) when we attempted to change battery in e-lock. There argument is says on the website we get keys and should have known.
This is such poor customer service to not provide keys as part of the warranty (as their website states) and required to fix the defective e-lock.
I will never endorse Winchester products and will share this negative experience far & wide.
The customer service is slow to respond, advises they often close early and takes days to respond to inquires.

Regards,
******** *******
Business Response
Date: 10/08/2024
We made the decision to send the customer a set of keys and a keypad at no charge.
Her Fed EX tracking number is 708725965987.
the parts delivered on the 7th of October.
Initial Complaint
Date:08/19/2024
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 purchased a Winchester 36 gun safe from Tractor Supply. It is a keypad style combination with a manual key backup. Sometime after it was installed in my home I tried to unlock it with the manual key. It did not work. I contacted Tracker Supply and they then contacted Winchester **************** after several days of trying they finally reached a representative. They told the manager that it was the wrong key and that I had to pay for a new correct key even though they put the wrong key in the safe when they shipped it to the store. I tried calling Winchester many times over a week time span and never had anyone answer the phone. I finally gave up. I believe that the Winchester company has poor customer service and are trying to rip people off by making us pay for something we already paid for.
Business Response
Date: 08/20/2024
We have reached out to the customer via email and phone call today and left him a voicemail. We are awaiting his response.
Customer Answer
Date: 08/20/2024
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.

Regards,

*********************************
Initial Complaint
Date:07/31/2024
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 purchased a WINCHESTER 36 GUN SAFE W/ **LOCK on 2/29/2024 for ******, not including tax. On about 7/11/2024 the **lock to the safe ceased to work. I took reasonable steps to ensure it wasnt operator error. Ive attempted to contact Winchester Safes multiple times to have the safe fixed or replaced under their warranty. As off 7/31/2024 I have called approximately 6 times and waited through a tedious answering machine. Each time during my calls I reached a point where the answering machine told me they were not able to answer my call. All calls were placed during their advertised business hours.
Business Response
Date: 07/31/2024
We are short this week by two customer service employees, and we are doing our very best
to answer all of the calls coming through. We will reach out to the customer.
We also have the option to email us at **********************************.
Initial Complaint
Date:04/02/2024
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 gun safe, the website states a 2 year warranty on the keypad and life time warranty on the safe. I have the safe in my home in air conditioning. it has not even been 2 years and the safe keypad no longer works. i reached out to Winchester and they are not honoring their warranty and requiring i pay $65 for a new key pad. the safe is not usable without the key pad.
Business Response
Date: 04/04/2024
Good morning,
The safe model ****************** purchased from Tractor Supply is a TS-26 and the warranty for that model is clearly stated on our website, and in the manual, that the electronic lock is warranted for 1-year only. I have attached screen shots from our website supporting this as well as the link to the warranty on our site below.
****************************************************************************
Our customer service team responded to an email from ****************** explaining his keypad was no longer in warranty and offered to sell him a new keypad, which is our standard practice in all instances where keypads are out of warranty. This correspondence can be reviewed on the 3rd attached file above.
If he would like to purchase a keypad, we are happy to complete his order and send him the parts and instructions on how to install. The new keypad will come with a 1-year warranty.
Thank you,
***********************
Customer Answer
Date: 04/08/2024
Complaint: 21515101

I am rejecting this response because: After checking online, it is quite common for Winchester gun safes to have the key pad fail just as the warranty ends. I see multiple BBB complaints about this exact same issue and even on reddit gun forums people complain the keypad fails and then Winchester offers no support aside from buying a new key pad at a ridiculous price. They have a lifetime warranty on the safe, but the only part of the safe that is electronic has a 1-2 year warranty and then fails just as the warranty ends? This is a material deflect and Winchester is taking no responsibility for their product. As someone who works in manufacturing this is reprehensible to not stand behind your product. The only part of the safe that can actually fail failed conveniently 3 months after the warranty ended. Then they hold you hostage to buy another key pad in order to fix the issue, why not offer to let me ship the defective key pad to them and fix it? Because this is a shady company and unethical business practices trying to scam more money out of the consumer. I will be posting my scathing review of Winchester onto every product website i can find as well as share how i have been treated by this company on to ********* Reddit, TikTok and ******** What a disgusting company who has now lost a customer for life.

Regards,

***************************
Business Response
Date: 04/09/2024
We are sorry that the customer does not find our answer satisfactory. We do not repair keypads at our facility, so this
is not an option. We can offer to sell the customer the keypad for $40, since he believes $65 is unreasonable.
He can reach us back via email or by phone to make the purchase.
************ or ****************************

Thank you
Customer Answer
Date: 04/09/2024
Complaint: 21515101

I am rejecting this response because: so i can buy another key pad for $40 that fails again just past the year warranty? then rinse and repeat? terrible and shameful business practices. I think i used the key pad on my safe less than 50 times over the year I have owned it. it is kept inside AC and still it failed. Winchester has a product defect and is sweep it under the rug and onto the consumer. I will continue my complaint with the ***** AG office as well. this is a shameful company.

Regards,

***************************
Initial Complaint
Date:03/12/2024
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 bought a Winchester Gun safe from Tractor Supply a couple years ago. From day one I always had a heard time getting the electronic keypad to open even with a fresh 9volt battery. The safe carries a life time warrantee . I've been trying to call the company number and have been on hold for 3+ hours with never getting to talk to anybody. I called Tractor supply and they two can't get ahold of anybody. I went on Winchesters ******** page and it looks like every singe post has the same comments that people can get ahold of anybody at the company. This is horrible service !
Business Response
Date: 03/19/2024
While we never want anyone to have a 3-hour hold time, there are times where our call capacity does reach this amount of time. On our website, there are options to contact us via email with safe issues. We highly recommend emailing us if a customer is not able to reach us by phone.
Regarding the warranty of the safe, our warranty clearly states the lock mechanism on Tractor Supply (TS) models have a 1-year warranty, This can be seen on the attached image and found on our website under **********************************************************************************;
I have spoken to customer service and they will be reaching out to ****************** to try and assist him with the issue he is having. **************** will need ****************** to be in front of his safe when they speak. I will have them reach out today, March 19, 2024.
Thank you,
***********************
Customer Answer
Date: 04/03/2024
Complaint: 21423728

I am rejecting this response because:
they called and left a voicemail to call them back . I have called them everyday since and left multiple messages with no response back.
Regards,

***********************
Business Response
Date: 04/04/2024
Good morning,
Our customer service **** ******* has reached out to the customer again and left another voice message with her direct line for him to call her back on.
Thanks,
***********************
Initial Complaint
Date:02/19/2024
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.
purchased a Winchester gun safe on 1/04/2024 at reduced price due to damage from shipper. Safe did not have keys for backup to electronic lock. I contacted Winchester safes and attempted to get new keys. The company has ignored my calls and emails. I paid the required $25 for new keys but have not received any keys or information after almost a full month. Calls go unanswered as well as emails. I am asking for nothing more than the two keys that should have been shipped with the safe from the manufacturer nothing else. Especially since they have my payment !!!!
Business Response
Date: 02/20/2024
I have reviewed this complaint with our customer service department, and they have admitted they dropped the ball on this.
**************** will be contacted today for a resolution.
Thank you,
***********************

Customer Answer
Date: 02/20/2024
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 will simply wait for the items to be delivered.

Regards,

***********************
Initial Complaint
Date:02/06/2024
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 purchased a safe in January of 2023. The lock stopped working around November of 2023. I have called their support number more times than I can remember to get warranty support, however after multiple emails and phone calls I've not been able to get my safe repaired. I was finally able to reach someone by phone on January 18th, **** after being on hold for several hours, however they just gave me a form to fill out and said someone would be in touch within 3-4 business days. That did not happen, and I'm back to calling multiple times a day trying to reach someone from support. I need it fixed, or my money refunded so I can purchase a safe from a reputable brand that stands behind their product.
Business Response
Date: 02/06/2024
I have spoken with customer service this morning and they spoke with **************** yesterday to help resolve his issue by sending out a new keypad. ******, who spoke with ****************, said he seemed happy with this resolution by the time they were ending their call.
**************** will receive an email once the keypad has shipped with Fed Ex tracking information.
Thank you,
***********************
Customer Answer
Date: 02/06/2024
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.

Regards,

*********************
Initial Complaint
Date:01/02/2024
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.
Electronic code reader malfunction on my Winchester 20 safe.Called support about this issue, on hold for *********************************************************** to preform a reset step for the code reader. Did not solve my problem!Was sent a form to fill out and returned form.If this issue is not resolved I will ask the retail store for a refund and but a different brand safe.
Business Response
Date: 01/02/2024
We were closed for the holidays from December 22nd through January 1st, reopening today. **************** has been diligently working through all calls and emails received both today and during our closure.
The procedure that ****************** went through on his call is our standard procedure to troubleshoot lock issues when a customer calls in. The form we emailed and requested back gives our team more information like where the safe was purchased, when it was purchased, the serial number and requests a copy of the receipt for proof of purchase. I spoke with our customer service manager, and she has confirmed receipt of the form and will be taking the next steps to help ******************* This requires us to send him a new keypad via Fed Ex with instructions on how to replace his current one. This will resolve the issue he is having since the troubleshooting did not work.
This keypad will be replaced at no charge to ****************** and if he has any additional issues, he can contact us again, referring to the form he submitted so we can quickly look up his information and assist him.

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Winchester Safes is NOT a BBB Accredited Business.