Complaints

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

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  Winchester Safes

  2151 Heritage Pkwy Ste 200 Mansfield, TX 76063-6515

• 

  Winchester Safes

  99 Regency Parkway, #207 Mansfield, TX 76063

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:04/24/2023

  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 havent had anything but problems out of my Winchester safe since I purchased it. First the door handle wouldnt close correctly. Then the keypad went out. I finally got Winchester safes to send a locksmith to fix the safe. The locksmith came and worked on the safe but left before getting the keypad working. Now I have a new safe still under warranty that the keypad doesnt work. I have to remove the keypad and use a key to open and shut the safe! Winchester safes has stated that they will not be sending anyone else back to fix the safe even though they know that the locksmith that they sent the first time did not get the problem fixed. Winchester safes needs to either get my safe working like BRAND NEW as it should or refund my money!

  Business Response

  Date: 05/24/2023

  We sent a locksmith out to repair ********************** safe and he and the locksmith had some words and the locksmith 

  left before completing the job because of safety issues at the residence. Since the locksmith left, we continued to get threatening emails and 

  harassment from ******************, therefore, the supervisor advised him via email to return the safe and his warranty was voided. 

  Customer Answer

  Date: 05/25/2023

  Complaint: 19970843
  
  I am rejecting this response because: This is not correct and not what actually happened! This is their version after the fact. Yes they did send a locksmith but there was no words between me and the locksmith and that was not the reason that the locksmith left. The locksmith could not get the safe working correctly was the reason that he left. The locksmith blamed not being able to get the safe to work properly because Winchester Safes did not include the combination along with the replacement keypad. I contacted Winchester Safes the next day and told them that the locksmith did not get the safe working properly. That was when they told me that the locksmith had reported a problem and would not be coming back. I immediately called the locksmith and he did not have any idea what Winchester Safes was talking about. I have text messages from the locksmith stating that there is no problem! Winchester safes I think is just making stuff up to try to get out of repairing or replacing their defective product. What right does a company have to just void a warranty because they said you threatened to take them to small claims court? That is no reason! They just simply dont want to stand behind their defective product! Tell Winchester Safes to call Tractor Supply at ************** ******** and arrange a return for me because the safe is past their return window. That is why it has a warranty that should be stood behind!
  
  Regards,
  
  *****************************

  Business Response

  Date: 06/05/2023

  This is just a matter of one person's word against the others. We have voided his warranty.

  Customer Answer

  Date: 06/05/2023

  Complaint: 19970843
  
  I am rejecting this response because: Your locksmith knows that the safe was not working properly when he left. You simply are not going to stand behind your defective product. It shows exactly what kind of company Winchester safes is and I will be reporting this to WINCHESTER. I will see you or your lawyer in court. I will pay an attorney to serve you. This will be reported all over the internet and on the BBB website and any future customers will see that Winchester safes will not stand behind their products. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:02/02/2023

  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.

  On 1/19/23 I purchased a Winchester TS25-45 safe from Tractor Supply in ****************, **. Four days later on 1/23/23, the locking mechanism (digital keypad) stopped functioning. I was in the process of entering the six-digit code when the keypad stopped responding and hasn't worked since. I changed batteries but was met with the same issue.On that same day, I contacted customer service and received a reply the following day (1/24/23) from ***************************** who directed me to complete a form, which I completed and submitted. Two days later on 1/16/23, I received an email response from an unknown staff member asking me to confirm the battery type and dates printed on each batteries. I replied with the requested information a few hours later on the same day.I have not received a response since. I have not attempted to contact the company because I was directed in the original form from ********************, to not attempt to contact the company for an update because "it will only slow things down." I realize it has been just seven days since receiving any correspondence but even at that it seems excessive to not receive any updates or simply the replacement parts to make it right. But I am more concerned because of two primary concerns: 1) According to online reviews, this company is notorious for weak and delayed customer service and 2) I am nearing the close of the window to be able to return the product to the retailer, which I'd prefer not to do due to the size of the product. I hope you can help improve correspondence with this company.Thank you,*******************

  Business Response

  Date: 02/07/2023

  Our office was closed for an entire week due to inclement weather. We will take care of the customer.

• Initial Complaint

  Date:09/09/2022

  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 Safe from ***************** a year and a half ago. I have emailed them and at first was getting a response. They wanted a video of how the inside locking mechanism broke and I did that. They then emailed me back and said they would replace it since it was a manufacture defect. And now I cannot get a response from them. This started mid August and its now Sept 9 and im being ignored by the company. I need help with getting it replaced. Not a refund but replaced at this point. Ive even called Tractor Supply and they are trying to get a hold of them to help me. I need help im on disability and do not have the funds to replace this or get it fixed. The company should help.Anymore information that is needed please email me at ********************* Please help *********************** ************

  Business Response

  Date: 09/13/2022

  The agent that was taking care of her is on maternity leave. I will take care of her now. My name is Angel. 

• Initial Complaint

  Date:08/22/2022

  Type:Product 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 tried to work with WinchesterSafes to fix a gaping vulnerability in the security of their "gun safes". As I ******** limited here I will refer you to the full story I wrote on medium.com:https://medium.com/@locksandpicks/an-open-letter-to-***********************-ceo-of-the-****-corporation-87099b033931 I made a video on ******* so the public would be aware here:https://www.youtube.com/watch?v=FyObFaxn8v8 The links in the ******* video will take a viewer to a website where they can download a patch to semi-fix the problem. To fully address this vulnerability an owner would need a metallic patch and not a PLA version from the 3d printer:https://cults3d.com/en/3d-model/tool/lockdefender In ten seconds a child can break into that "gun safe" and who knows what happens from there.Rather than just complain I even provided a fix, free of charge, to be distributed as they saw fit to WinchesterSafe's. Rather than admitting they had a real issue on their hands they tried to get me to admit to a criminal activity which I had not committed (extortion).WinchesterSafe's callous disregard for the safety of the public with respect to the safe and trusted method of storing a firearm, a gun safe, is alarming.All products within their line which have this type of vulnerability should be immediately recalled and the owners made aware.For goodness sakes, I designed a 3d printable ( which means they can mill it in metal for a permanent fix ) "fix" and gave it to them, for free. This was never ever about money. I have two small children and it breaks my heart that the company I chose to invest in for safe keeping of my firearms, a company which also manufactures firearms by name, did not seem to care and did try to put me in a situation where I could be arrested based upon how I responded to an email.I have attached the unredacted email exchange between myself and WinchesterSafe's VP of ****************** ***********************.