Complaints

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

close

Find a Location

Old Glory Flagpole has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Old Glory Flagpole

  1219 S 1480 W Orem, UT 84058-4907

  
• 

  Old Glory Flagpole

  3214 N University Ave PMB 503 Provo, UT 84604-4405

  

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:03/15/2024

  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.

  My wife and I purchased a 30 ft flagpole from this company, costed approximately $400.00. Per the company's website, this flagpole was tested up to 100 mph winds. We first purchased in September of 2022 and then contacted the company in March 2023 because the first flagpole was bent. I sent pictures to the company, and we were charged $50.00 for the company to ship a replacement pole to us. February 2024, the 2nd pole broke clean in half. I sent pictures via email and got no response from the company. A week after hearing nothing back, I called them and requested a full refund as we are not paying another $50 shipping cost for a 3rd pole that will also break or bend. The representative refused to accommodate my request, which is where The BBB comes into play. We have a weather station at our cabin (where the flagpole is located) and the highest winds we have seen is 45 mph which is not even half the tested speed that this company is falsely advertising. We gave this company two chances and disappointed both times. As a paying customer, we feel we are entitled to reimbursement as said flagpole(s) have not upheld the company's guarantees.

  

  Business Response

  Date: 04/05/2024

  I'm sorry to hear that you have experienced damages to your flagpoles. I know that this is frustrating. 
  For clarity, the 30' Sectional Flagpoles cost between $179, and $229, depending on the style of pole selected. We do not sell any flagpoles that cost $400 and we never have. 
  Our flagpoles are tested to 100 mph gusts with the included 3x5 printed flag, erected according to our instructions, in normal weather conditions.
  
  Obviously there are many factors that influence the strength and wind resistance of the flagpole and outside of our control it is impossible to verify what conditions the flagpole was being used and flying in. please keep the following in mind. 
  Flying a larger than 3x5 flag will reduce the wind rating of the flagpole. Flying a heavier flag than the printed polyester flag included with the kit will reduce the wind resistance of the flagpole. Flying multiple flags will reduce the wind resistance of the flagpole. Sustained wind, compared to brief gusts, reduces the wind resistance of the flagpole. Moisture, rain, and snow all saturate flags and add weight which can reduce the wind resistance of the flagpole. Frozen or freezing temperatures may make the metals less plyable and reduce the wind resistance of the flagpole. Varying from the installation instructions will reduce the wind resistance of the flagpole. 
  The owner of the flagpole has a role in preventing negligence and is solely responsible for the care of their flagpole after it is delivered. 
  
  We cannot verify how the flagpole is installed, nor its use, and subsequently cannot be held liable for damages that may have been incurred by missuse. As you can note, we covered the cost of the replacement flagpole for the customer once, and only had them cover the cost of shipping to send them that replacement. We offered to cover a replacement pole again, if they would be willing to cover the cost of shipping. Those are great deals. 
  
  Its very rare for our poles to break, even more rare for someone to experience multiple breaks. This suggests that the customer has misused or neglected to care for the pole by lowering flags in significant weather events. 
  We provide a 30-day money back guarantee, and a 1 year warranty that covers the replacement cost of the flagpole should damage arise. The customer is outside of both of those windows, as their initial order was approximately 18 months ago. 
  
  We have offered to replace their pole again if they would cover the cost of shipping, in accordance to the warranty they previously held, which we think is a very reasonable deal. This cost of shipping incurred by the customer also serves as s deterrant for them to abuse our small, veteran-owned business by neglecting their pole and demanding free replacements into perpetuity. 
  
  We are happy to provide them a replacement pole, per their expired warranty, if they cover the $50 that it will take to ship the product to them. They have no obligation to accept that deal. 
  
  

• Initial Complaint

  Date:08/01/2023

  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 bought the upgraded flag after 4 months it is faded and torn. When I call the company they said flags only last 90 days and they couldn’t do anything about it other than offer 50% off of a new one. I told him I was not going to order another one that would need to be replaced in another 4 months. I told him that I have other flags from other companies that last a year before the fade and some years not even tare.

  

  Business Response

  Date: 08/04/2023

  Greetings,
  
  I'm sorry that you are frustrated to see your flag weather after 4+ months of continuous use. I know this is frustrating, as the flag is an important symbol of your views, beliefs, and values. 
  
  It sounds like we provided you with an excellent option to replace your flag with a great discount. I am sorry you felt 50% off was unsatisfactory on an item that is expected to wear over a few months to a year. 
  
  Please note that even according to your own account, our flag exceeded US Government expectations for life expectancy of a flag, as well as the life expectancy of flags produced by the Flag Makers Association of America.
  by all accounts, this indactes we provided you an exceptional product, and then offered you an absolutely incredible value when you came due for replacement.  
  
  You may have noted the Government and Flag Makers expect flags to last 90 days if flown in normal conditions with mild weather. Things like extreme heat,  UV rays, rain, snow, winds, all influence the life of your flag. If you had a year with more mild weather, its not impossible for flags to last longer, Many of our flags last for several years. It should be noted that to all industry standards, flying flags 24/7 leads to faster deterioration. In that scenario, flags are expected to last roughly 24 days (Less than a month!) 
  
  By your account, our flag exceeded industry standard by 400% durability! 
  

  Again, I'm sorry about your frustration and felt the need to lodge a complaint about it on the BBB. We have provided you an excellent solution and that is all we are able to do for you. 
  
  Have a great summer! 

• Initial Complaint

  Date:05/02/2023

  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.

  I purchased a flagpole from Old Glory Flagpole. The purchase was on April 26, 2023. When I received the flagpole, I noticed that thickness looked wrong. The company advertised that the flagpole was 11-gauge. 11-gauge is ***** inches. I measured each pole and here are the results of the 5 poles sent. 1. ***** in thickness 2. ***** in thickness 3. ***** in thickness 4. ***** in thickness 5. ***** in thickness None of the pole meet the 11-gauge thickness. As you can see three of the poles are over 30% thinner than advertised. I called the company, and they said I must not know how to measure aluminum. I have 30 years of manufacturing engineering experience. I measured correctly. I told them that I did not want the flagpoles due to not being their advertised thickness. They agreed but said I would have to pay the return shipping cost. And then they would return my money of $383.91. I told them that the return shipping cost should be paid by them, due to the flagpole thickness was not as advertised. They refused. Now as I look at customer complaints, I'm not the ****************** person with this problem.

  

  Business Response

  Date: 05/09/2023

  Greetings, We do not advertise the entirety of the pole being 11 gauge. our wind resistor design is the 11 gauge base section, and then the pole tapers to reduce weight on the upper sections which actually makes the flagpole stronger. 
  
  We measure our sections in mm for greater accuracy and we do claim some slight manufacturing tolerances. Following your call we verified with Calipers in our office. We are sharing the results here, as there is not attempt to hide them. 
  
  Section #1: 2.3mm, Section #2: 2.2mm, Section #3: 1.7mm, Section#4:1.5mm, Section #6: 1.4mm
  
  The issue that we suspect you of having is using a metal caliper instead of a nylon or comparable caliper. This is important because a steel caliper will cut into the softer aluminum and you will always be able to manipulate the reading or misread by squeezing hard on the aluminum. 
  we did note in the photos that you sent that you were in fact using a steel caliper. 
  At no point have you shown ** you measuring, just photos of calipers and text messages claiming the pole was ***** inches, which we found can be manipulated by squeezing a steel caliper on the aluminum pole. 
  
  all our pole kits are made on the same molds and with the same specifications. So we recognize you will just be disappointed if we offer you another one. 
  
  You are welcome to return the flagpole for a refund. 
  
  

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 20008399
  
  I am rejecting this response because:

  1. Thank you for your response. However, I am somewhat confused. After a thorough review of your web site, I could not find that the upper flagpole sections were thinner than 11-gauge. So, I contacted your on-line sales representative (June). I asked her just how thick 11-gauge aluminum was? She stated it was approx. 1/8 inch. I ask if all the sections were 11-gauge? She said yes!! Your own salespeople are saying all the pole sections are 11-gauge. I have a printout of this conversation, if you want to see. In addition, you stated that you claim some slight manufacturing tolerances. However, all the flagpole sections you sold me were not close to 11-gauge. 

  2. Measuring aluminum tubing. First you stated that you measured your tubing in mm to ensure accuracy. There is no greater accuracy when measuring in mm or in inches. I'm not sure why you said that? However, it is not true. 

  3. I did go on-line and looked for industrial grade pipe measuring instruments. All of the industrial instruments that I found had a steel jaw for measuring. It may be possible to find cheap instruments with a nylon backing on the jaw. However, I did not find any.  The dial calipers that I used cannot over clamp or distort the material. In reading your response, you make it sound like the calipers are like a vice-grip pliers.  This is just not true. The measurements that I provided are 100% accurate. 

  4. In recap, your use of thinner flagpole material was contrary to your advertising. Your own trained sales people also stated that all the pole sections were from 11-gauge material. 

  I am asking that you pay for the return shipping of the flagpole kit and return my purchase cost. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/16/2023

  Hi ****, We are happy to refund you in accordance with our terms and conditions. 
  You just need to return that pole kit to ** in accordance with the refund policy that you agreed to at the time of purchase. 
  
  Best regards

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20008399
  
  I am rejecting this response because: You have falsely advertised your flagpoles to be 11-gauge material.  This is untrue. You clearly know what I am saying is true. Your own sales staff have stated that all of the flagpole sections are 11-gauge. Which is untrue. I think it is shameful that you advertise that you are veteran owned company but fail to have the dignity to tell the truth and stand tall when you are wrong. 

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

  

  Business Response

  Date: 05/25/2023

  We are standing tall, in spite of your accusations and aggression towards us, our response to you has not changed, and is not going to change. 
  
  I have shared with you the specifications of our poles in multiple messages now, and explained the manufacturing tolerances, as well as the gauging chart meausurements used and our methods for obtaining them. As previously mentioned, you used different tools which can compromise the results, and you have also proved you are not above deceit and have provided different numbers in this thread than what you previously provided in phone calls, and also different from emails. 
  
  I understand you are not happy. I'm sorry that is the case, as we pride ourselves in the high quality of our flagpoles. 
  
  I believe you were previously offered a refund if you were to return your flagpole in New/Unused condition. We have even made an exception to policy to allow this in spite of being beyond our customer satisfaction window. 

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20008399
  
  I am rejecting this response because: Old Glory Flagpole has been deceitful in their advertising of a flagpole being of 11 gauge.  They also stated in this correspondence that the upper sections were not 11 gauge. However, in their online product advertising this is not stated. They're own technical sales representatives falsely state that the entire pole is 11gauge. It is obvious that this company has a problem telling the truth. The measurements that I provided are correct. And the use of plastic / nylon calipers is only a ploy to mis-represent the truth.  

  The company should pay for the return shipping and then return my purchase cost. They are using deceptive advertising on this product. I am not the first to complain about this!

   *************************
  

• Initial Complaint

  Date:11/15/2022

  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 flag pole bundle and an extra larger flag (4x6) May 26, 2022. Received our order a few weeks later and immediately put the pole up and began to fly our flag. Within 3 months of flying our flag, it shredded and needed to be retired.
  
  We did fly the flag 24/7, however, in Massachusetts we have not had extreme weather during the months flown. I reached out to the company, as I feel this product was poorly made, and we paid $49.97 for it. Thier response was to offer us 15% off another flag with the following statement "Flags should be expected to be replaced every 30-90 days depending on maintenance and the condition of the area you live.
  The typical life expectancy of flags estimated by the US government is 90 days for flags flown from sunrise to sunset. This is not including inclement weather. Flags that are flown 24/7 are expected to last 1/4 of that.".
  
  I have lived in my house for 21 years, and have never needed to replace a flag every 30-90 days, nor has anyone I have spoken to.
  
  This company has poor customer service and is only out to make more money off us. I will not be spending another dime with this company and will only buy American made going forward (this flag was made in Taiwan). Vetran owned company that outsources to other countries - sad.

  

  Business Response

  Date: 11/30/2022

  *****, I am sorry that you are frustrated by this and felt the need to file a complaint.
  
  90 days is the US government's expectation for life expectancy on a flag that is flown only from sunrise to sunset in standard (no winds or rains) conditions. 
  This is the same standard and expectation from the US flag makers association. 
  
  Flags flown 24/7 are expected to last 1/4 that time. This puts your expectation at roughly 24 days. 
  
  Our flags usually far exceed that standard, and even by your own account, that flag lasted 3 months when 1 month could be expected if flown daily. 
  
  Flags are wearable items that are constantly exposed to elements that weather them. Because of this, we are not able to give free replacements. However, I do see in your correspondence history that you were offered a discount on a replacement flag. 
  
  I am sorry that you felt that was unsatisfactory service. I personally feel it is not only satisfactory, but is above and beyond to ensure your satisfaction and help you out when replacing a wearable item. We are happy to give you a discount on a replacement still!
  
  You also do not have to take my word for the flag life expectancy. 
  I will share additional sources in the attachments. 
  
  Best regards. 

• Initial Complaint

  Date:10/05/2022

  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.

  Flag pole was advertised as each piece is bolted together, each piece just sits on top of each other with nothing to hold it together but gravity. Installed the flagpole and before even raising a flag the pole leans and curves back and forth in the slightest breeze. Can't get a hold of customer service so this is my only option for some resolution. Another bit of false advertising, they claim made in the USA, but everything, including the American flag, has a made in China sticker.

  

  Business Response

  Date: 10/17/2022

  ***, there was no claim of made in the USA on the site you ordered from or from us regarding the purchase. 
  You are confusing the description of our models. the 20' sectional has poles that bolt together. The 25' and 30' sectionals do not, but feature a tapered s wedge design instead. 
  
  it sounds like you are just confused with the product and maybe read the wrong specifications or instructions on our website compared to the products you purchased. 
  
  You can always call us at ###-###-#### for help, or email us at [email protected]
  
  If you would like a refund you may return your products in new and re-usable condition, as per our terms and conditions that you agreed to at checkout. 

  

  Business Response

  Date: 11/02/2022

  opening it has no bearing on our request. 
  Return the product in new condition for a refund. 

  Customer Answer

  Date: 11/02/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Like their product, they made the minimum effort on their response. No offer of resolution at all. Just another scam business.
  
  
  
  Sincerely,
  
  *** *****