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:06/27/2024

  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.

  Hello, my name is ********************** and I work as a police officer for a local department in ********. our Department, alongside the ******************** provides ballistic vests for officers. The model that is provided is a basic model, without the trauma plates, molding for b****** ( if the officer is a female) or a higher level protection. Any additional upgrades, like the ones listed above, are paid by the officer. On January 8th 2023 I was fitted for a vest. It took Nelson Tactical about 6 months to make it. When the vest was delivered at headquarters, I was in vacation. I came back to work in august, picked up the best, and took it to a seamstress, so she can build a vest cover ( its almost like a fitted top layer, where the vest is inserted, so it can be properly be secured on our bodies). The Department seamstress contacted me and stated that the vest is effective, and does not have any of the grades that I paid for. The vest not. being fitted properly, it would not mold to my form, not giving proper protection if lets say I were to get shot. the lower part of the vest is staying away from my body, and the company did not add the breast mods, which makes the vest useless. This vest is not safe, does not cover vital organs properly, and it would be unsafe for me to wear it on the street. ***** Nelson, the owner of the company failed to respond to may emails for several months. there are times where she takes a whole month to respond to a single email. At this point I am wearing an expired vest and I would like to have this issue resolved, so I can actually have the proper protection at work. so I would either like her to complete the order, have the front panel the vest ready by July, or I would like a refund.

  Customer Answer

  Date: 06/27/2024

  Yes. The ballistic armor has a 5 year warranty. I contacted ***** Nelson ( the company president ) in regards to the issue 10 months ago. She would reply to my emails every 4-8 weeks or so. I can provide all the emails that were sent to the company as soon as I found out about the issue with the vest. 
  Please advice on how to proceed. 
  thank you. 

  Business Response

  Date: 06/28/2024

  Hi there, I apologize for this inconvenience. Just for the record, we at Nelson Tactical do not make any kind of ballistic armor - we are a retail store located in *********, *********. We were sizing officer's for armor on behalf of Armor Express (collect payment and order it through their company). According to my records, the order placed for Ms. ********* vest was done on January 27th, 2023. The vest was shipped to the department on March 21st, 2023 (I can provide tracking proof). My first correspondence with Ms. ******* was a phone call, in which I received an email message about on November 9th, 2023. At the time of vest sizing every officer was made aware that Armor Express has a 30 day fit guarantee and to try the armor on as soon as they receive it and let us know right away so we can make any adjustments. It was made explicitly clear that the 30 day fit guarantee was in effect regardless of vacation status due to frequent furloughs at the department. It was on the officer to make arrangements to pick up their armor in that time frame. The ************** Department supervisor we work with can confirm these details. Any adjustments after that period there will be a fee/have to pay for new panels. When we were contacted by Ms. ******* it was well out of the 30 day time period the department received the armor. The reason responses took so long is because of communication with Armor Express. Since we just place the order with the company we don't have the information readily available. At this point in time, the employee at Armor Express that initially took the order from us was no longer with the company causing a delay in communication. Which was also communicated with Ms. ******** We finally came to an agreement with Armor Express that they would accept the return of her panel for a $50 charge, she just needed to ship it back. When Ms. ******* finally shipped her panels back, she had them folded in a square and had extremely damaged them. See attached photos. Armor Express stated they would not accept the return of these panels and we needed to re order her new ones. I was only made aware of this information from Ms. ******* on June 25th, 2024. Not giving any time to figure out a solution. Since being made aware of this, Armor Express has agreed to losing out the cost/money and sending out Ms. ******* new panels which she should receive the week of July 1st. I do have documentations and emails supporting this time line, these can be provided. These statements that have been submitted are extremely misleading. 

  Customer Answer

  Date: 06/28/2024

  [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. 
  
  Regards,
  
  **********************