Complaints

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

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  Charlie's Custom Clones

  9893 Georgetown Pike # 122 Great Falls, VA 22066-2617

• 

  Charlie's Custom Clones

  9800 Arnon Chapel Rd Great Falls, VA 22066-3933

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:05/21/2024

  Type:Delivery 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.

  On December 23rd, 2023, I placed an order (#*****) with Charlie's Custom Clones for a pair of rifle magazines. At the time, the product was listed as in stock, but I was informed via email on January 11, 2024, that the items were now backordered. I was given the option of canceling the order, which I choose to do on January 12th via email. The status of my order did not change, so on January 25th I emailed their customer service and was informed by *** that they were behind as the owner was away. I asked again that the order be canceled, which she did do (order status was updated) but I was informed that the refund would be handled separately. I still have not received my refund.I have continued to follow-up with them regarding this, using the same email chain and speaking with ***. In each email (Feb 8th, April 18th, and May 21st) I am given the same reply; that she has reviewed my request with the owner and that it will be gotten to. My emails have been cordial and professional, but today I informed them that I was filing a complaint with you, as I have been more than accommodating.It is unfortunately past the time that I can dispute this with my bank, so I have no recourse. This order was taken via merchant software, which could have easily refunded my money.Thank you for taking the time to review this issue.*********************

• Initial Complaint

  Date:12/25/2023

  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 went to buy a suppressor from Charlie custom clones using *******, On Dec. 4th 2023. After seeing the terms and conditions on ******* I decided to cancel my order 15 mins later that same day. Charlie customs clones said that would cancel the order and after a week on waiting to hear back and constantly contacting them 10 times after the course for Dec 4th to Dec 24th I still have not heard anything back. I also contacted ******* to see if I could cancel the order but they said they can't cancel it until Charlie custom clones cancels it and Jan 4th is the first payment.

• Initial Complaint

  Date:12/12/2023

  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 ordered a ****** defense PDW upper receiver on 12/01/2023 at 1:36 AM after receiving an email notification that it was in stock on their website at 1:30 AM. In the morning at 8:01 AM I received a message from *******'s stating that it was an inventory error and that my order has been backordered, and in that message I was given the option to "easily cancel" my order or go with a different color. After reviewing my options and finding that same item in stock elsewhere I sent a reply to cancel my order at 2:41PM. I received an automated response from *******'s that "Your Support email is being logged and will be reviewed by a team member.". But still now as of 12/12/2023 I have not had my order canceled. I have also sent 4 other emails on different days to their provided support email. I have attempted to call their store but am just put on hold and then hung up on. The only response I have received to my 5 total emails is a reply from "****" on 12/8/2023 at 8:33PM claiming this is the first he's heard of my request, offering the item on a different color again, and a copy of what their cancellation policy is from their website. I responded to this email 12/8/2023 at 8:41PM, I stated I no interest in any other color and again to Cancel my order. My order has not been cancelled and they are proceeding with the shipping process. I did not consent to the delay when being put on backorder and asked from my order to be canceled due to the delay. Please cancel my order and fully refund my original payment method.

• Initial Complaint

  Date:12/10/2023

  Type:Sales and Advertising 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.

  On 9/6/23, I purchased an accessory from this company. On 9/9/23, I no longer had a need for this item and reached out requesting a return before the product had even been delivered. On 9/11/23, I received a response from the company stating they could arrange such return and provided an RMA number. The item was sent back and was delivered to the company on 9/14/23 per USPS. On 9/29/23, I reached out inquiring about the status of the return as I had not yet heard anything. I received a reply the same day stating that the return had been confirmed and processed by a manager and was sent to accounting. They stated they were short on staff and had to move personnel around, and that returns are only handled about once a week. Understandable. A month later on 10/30/23, I reached back out again as I had still not received the refund. The next day I got a reply stating that they were down a few people and refunds are time consuming. Despite that, they said my order was in the log to be refunded and it should be processed any day. As of today (12/10/23), I still have yet to hear anything else nor have I received any refund. Id just like my money back.

• Initial Complaint

  Date:11/13/2023

  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 bought a Suppressor through Charlie's Custom Clones on 6/4/23. The picture on their website did not match the suppressor I received. I myself paid the return shipping (this was agreed between both parties through email). Charlie's stated they would eventually send me what I saw in the picture on their website. Months go by and I hear nothing from them. I email them around once a month but no solid responses. On October 3rd, I cancelled my order after reading their cancellation policy. I have in emails that both parties (me and Charlie's) agreed to store credit in the amount of the suppressor. ****, the owner, stated that I was on the "list" to receive my store credit so that we could finally put this behind us. Over the last month I have tried to contact them via email and phone at least once a week. They cut off their phones to the public. I was able to get ahold of a **** at ******* ****** via phone which is their sister company and he said he was aware of the situation and would try and get me my return but no response since. I feel that it should only take a small amount of time to issue store credit but given the amount owed I am worried I am being forgotten about. This issue has almost taken a year to resolve. All I want is to talk with someone on the phone at Charlie's or the BBB about my situation and that they follow up on their promises. They have stated multiple times that they "will hopefully get to it tomorrow" or "yeah you're on the list we will get it done this week" but nothing happens. I am really trying to give them my business but I really just want to get my refund (store credit as agreed on) and move past this. I have been respectful to Charlie's and have not verbally abused any of them as I am in the outdoor industry as well. I just want to talk with someone and get this done.

• Initial Complaint

  Date:11/02/2023

  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.

  I purchased a product that was falsely advertised as being universal. The product was not universal. I asked the company for instructions on returning the product in exchange for a refund and it was granted. I then returned the item and never received my refund. I have literally been waiting and pleading with the company for 2 months now. When the company chose to respond to my messages all I get is excuses why they have not sent the refund and theyre issues regarding their business. The issues have nothing to do with my refund. After 2 months I informed them I will file consumer complaints and I received a response stating they will get it done today (10/30/23) but to no avail. I have 2 months full of emails for my documentation and have been more than patient. Please help me recover my refund for the item I no longer own. This is an online theft and I will also file a police report.

  Business Response

  Date: 11/16/2023

  Customer made a purchase.  The part is for a universal fit of a certain type of firearms hardware, but did not fit his device.  It was not false advertising, he just bought the wrong part.  He returned the part within 30 days of buying the part, and his refund was made on 11/16/23.  We regret the delay in processing his refund.  We did waive all fees and made a full refund.

  Customer Answer

  Date: 11/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 hope the company can take care of their customers in a more prompt manner instead of withholding the refunds for more than 2 months. This was a waste of my time for something so simple. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:08/01/2023

  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 placed an order for a *** **** complete upper on July 2nd 2023. When placing the order the website said the item was currently "in stock." After waiting 2 weeks I inquired about shipping and was told this item wasn't in stock at which time I promptly canceled because I'm not gonna wait 6 months to receive my item. I canceled the order and requested a refund on July 18th 2023. As of August 1st 2023 I am still waiting on my refund. I was also told by the company that they refund these orders once a week after cancelation.

  Business Response

  Date: 11/16/2023

  On July 2, 2023, customer ordered a specialty item, and financed through a third party finance company.  Our arrangement with the finance company is that the customer has 5 business days before the financing contract is final, and during that time, a customer may cancel their order.  Customer received an email at the time of the purchase explaining this wait time.  During the 5 day cooling off period, nothing is being done on our end.  Once the 5 day waiting period is over, the order is processed, per normal guidelines.  On this specific part, we make specific note on the product page:  "limited availability, when in-stock, ships in 6 to 8 days"  This item requires some shop time for processing, as it arrives as a complete assembly, which is broken down to the part the customer pruchased.

  After the cooling off period, and before we were finished with the product to ship, customer contacted us to cancel his order.  Normally, there is a 10% cancellation fee after the cooling off period.  We waived that, and cancelled his order and notified his financing company to close his contract in full, without penalty on August 7, 2023.

  There is no further action.  This matter has been resolved.

• Initial Complaint

  Date:06/16/2023

  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 had to cancel an order due to a death in the family. I canceled nearly 2 months ago and still have not received details of the cancelation or a refund. My attempts to call are met with an automated queue that simply ends the call after several minutes. Order #*****

  Customer Answer

  Date: 09/11/2023

  A refund was issued, albeit very late.  I am somewhat satisfied with the result.  It should not have taken so long, and I feel a negative rating should be appropriate.  I will no longer do business with this company.

• Initial Complaint

  Date:04/20/2023

  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 placed an order (order #*****) for a magazine on 5/4/2022, that was listed as available on their website. After a few days, I was informed that the item was on backorder. No problem, Im willing to wait. After almost a year of waiting, I have emailed 3 times in the past few weeks, to check status, or to get a refund, since the item is obviously not coming back to Charlies inventory, giving several days to a week between emails, and have not received a response. I have order the same magazine from two different vendors, in the past 6 months, and received them without issue. That leads me to believe, that the item isnt backordered from the manufacturer. Charlies has a reputation of taking payments for items, and not delivering. I thought I might have a better experience, and they were the only ones showing the item in stock, at the time I ordered. I was wrong. For a business to take my money, and then ghost me is completely unethical.

  Business Response

  Date: 11/16/2023

  The customers order was set on back order and was for a common small part.  I am not sure why it was missed, but has since been shipped to customer on October 17, 2023.  She has every right to be upset.  The matter has been cured, and no further action is required.

  Business Response

  Date: 11/16/2023

  Date Sent: 11/16/2023 1:43:37 PM
  The customers order was set on back order and was for a common small part.  I am not sure why it was missed, but has since been shipped to customer on October 17, 2023.  She has every right to be upset.  The matter has been cured, and no further action is required.

• Initial Complaint

  Date:01/24/2023

  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 made an order with Charlie custom clones on December 28 using a financial company called ******* paying monthly for the order. The problem is that I have been trying to contact them for over two weeks trying to cancel the order, but they will not answer my calls or respond to my emails. I called ******* to see if they can cancel the order, but they say they can't do anything unless Charlies gives them confirmation to cancel. The order has yet to be shipped and I have received no updates. When I looked up Charlies Custom Clones, I found that this has happened to many people, and they will tell you your order is coming but it never does. Then they won't cancel your order even though you never receive your product. I have made a payment of $179 with ******* and will not make another one.

  Business Response

  Date: 02/28/2023

  Customer placed an order for a custom-made rifle part, called an upper receiver group.  He was advised that the custom component would take roughly 5 weeks to complete.  He made the order in the middle of the Holiday rush on December 28, 2022, so the timeline would be a little more than 5 weeks.  In addition, he chose to finance his purchase with a third party financing company.  The financing company has a one-week period during which the payment completes, and the customer can change his mind, which puts his timeline out to at least 6 weeks in normal times. 

  During this pending period, Customer did not choose to cancel, and he was advised that if he cancelled later, he would incur a cancellation fee for the custom work.

  Roughly four weeks into the work, Customer, nonetheless, while we were making his custom component, he decided to change his mind, and wanted to cancel the order.  Some of the Customer's statements about this happening to others is irrelevant and not true, so we will stick to his complaint.  He asked to cancel, and we cancelled.  As he was financing through an outside party, we have to coordinate that with them as well.  And, we have a business to run focusing on getting work done, so we cannot just drop everything for someone who changes their mind.  In the course of our process, we cancelled the customers order on February 11, 2023.

  The entire issue is one of Customer's making.  We took his order in good faith, began to work on a custom-made product, and he changed his mind.  It happens.  But, he has no business blaming us for his change or mind, and we did what he asked, but perhaps that process of cancelling took longer than the 20 minutes that he expected.  Also, we answered every email he sent.  We answer many phone calls, but as phones are busy, we have a policy in writing that cancellations can only be done by email.  Customer should take a hard look at how he makes decisions and stop blaming others for his erratic behavior.