Complaints

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new firearm from one of the company's distributors on 10/24/2024. Upon receipt of the firearm, the blued finish began to flake off of the metal in areas where the firearm is gripped. I notified them of this product defect on 11/5/2024 by following their RMA request process using their email address. I received no confirmation from the company, so I replied to my initial email on 11/21/2024 again requesting a response with none occurring. On 11/29/2024, I reported additional flaking of the product finish with an additional picture, and restated my RMA request with no response. On 12/2/2024, I called the company and asked for status on my request. A person named James acknowledged receipt of my email requests, and said he would forward my email to a technician, but did not know if or when the request would be responded to. As of 12/3/2024, there is still no response to the RMA request for a product defect that should be remedied by the product's one year warranty.

  Business response

  12/17/2024

  First, we have no relationship with this customer. He purchased the firearm through a secondary vendor and is circumventing the proper channels instead of talking to the people he purchased the gun from.

   

  Second, *** ********'s RMA request was not ignored, we did inform him that the wear of the bluing is not a defect, nor is it covered under the warranty as it is considered normal wear and tear. We notified then customer there would be a charge if he wanted the bluing redone, however he declined and instead threatened to file a claim with the Better Business Bureau.  

  Customer response

  12/26/2024

  The response from the business was not what happened.  The business never communicated to me as they stated in their response.  The business also suggested a process that is a not the process for warranty performance.  Their process states that customers must email the company for RMA requests, not contact the company that sells their products.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They pride themselves with the highest manufacturing quality standards but in reality they produce overpriced ****. I just spent $$$$ on a Single Action revolver. Never fired a shot and the cylinder hand broke the next day. Now they want me to pay for the shipping label to send the gun for repair. Their customer support *****, there is only one guy on the phone and gives the same standard answer: “write us an email with your concerns”. I will never buy anything from them again.

  Business response

  02/26/2024

  He didn't buy the gun from us; he has no relationship with us.  If he were to send the firearm in, we would've certainly looked at it; we have many mechanisms to do just that.  But this customer never gave us a chance.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On the 24th of November I ordered a gen II thunderstruck from Standard Manufacturing (order no. #******) I did not realize the gun was not compliant with my state, and have tried repeatedly to cancel my order. I have sent a number of detailed messages to their support, and have not heard a peep. The real kicker? they have no Idea where to send the gun. It clearly says on the site "If you do not have a dealer, we will find one". Well what it should say is "We will ignore your pleas for assistance and leave you charged for a product you may never receive". did some more digging to see if anyone had experience with STD manufacturing support, and I was absolutely furious to find dozens of similar stories of outright ignoring customers. Such a large company has absolutely no excuse to completely lack any customer service. I have yet to receive so much as an automated response. My account has since been charged and I have absolutely no indication on the status of my mystery order or my support queries.

  Business response

  11/27/2023

  The gentlemen is being a tad bit ridiculous. Our company, like many others were closed due to the holiday. When we returned this morning he was immediately refunding first thing in the morning! 

  I can't even believe he'd be doing a BBB Review in regards to this matter, it's extremely unreasonable. 

  I've attached the refund as well as the email correspondence with the gentleman. 

   

  Thank You, 

   

  Standard Manufacturing 

• Initial Complaint

  05/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed order for holster on 5/1/2023. Received wrong item on the 9th also sent to wrong address. Called and spoke with Jay. Told me correct item would be sent right away and address would be updated. Told me not to sent wrong item back as shipping would cost them more than it was worth to them. Giving me the run around. I want a holster or a refund is all I want. They are trying to rip me off.

  Business response

  05/25/2023

  The customer called in to inform us he received the wrong item on the original shipment, and his address is incorrect. After reviewing his order, HE ENTERED THE WRONG ADDRESS when he placed his order via our website (I WILL INCLUDE PROOF), we updated his address and we sent out the correct item immediately. The customer then messaged us today 5/25/2023 reporting he never received his item, upon review all the delivery information was correct on both our sales order and invoice. We are under the impression that his attached image of a packing slip is from the first order. We are honestly taken back that he would reach to the Better Business Bureau when he made a mistake as well we were under the impression that we could work together to resolve this issue.

  Customer response

  05/25/2023

  
  Complaint: ********
  
  I am rejecting this response because: I requested both tracking numbers. They can’t provide those. I sincerely believe they never sent the 2nd package they claim to have sent. Even if the did they sent it to the wrong address even after I gave them the correct address. You need a refund or a new holster. The mistakes are theirs and not mine.

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

  Business response

  05/26/2023

  The package was sent via **** we did not recieve a tracking number.

• Initial Complaint

  03/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On February 15, 2023 I placed a phone order for a custom pistol from Standard manufacturing. I was directed to this method of placing my order by their sales rep, Shayne L****, who responded to an inquiry I had placed on another website, **** *****************, about how to order a gun I had seen advertised on that website. The phone order took approximately 5 minutes, and I was not presented with any verbal "terms and conditions." After placing the $1359 order, several hours went by and I had received no receipt, which the sales rep had promised me, and I started to get that feeling that something wasn't right. I looked up the company on Better Business Bureau and found out they had a terrible customer service history. I immediately realized my mistake and called the sales rep, Shayne, to can cancel my order. He canceled it in seconds, I told him why I was cancelling, and that was the end of the phone call. A week went by and I had received no receipt of order or order cancellation, so I emailed the company on February 22nd. I received no reply within a 24 hour period, so I called and talked with a Ray on February 23. He told me the accounting lady was out and to call back on the following Monday (Feb 27). I called that Monday and talked with another male, who did not transfer me to the accounting lady, but told me he could help me out. He promised to cancel my order and issue the refund along with receipt by noon that day. That didn't happen. The next day (Feb 28) I emailed again. I received a response that day from Rich stating he had refunded me minus 20% per the company's terms and conditions (which I was never presented with at any time on my phone order). Additionally, on that day, line 6 of their terms stated that "returned" items were subject to a 20% fee, but my gun didn't exist, as it was never made (custom order).The company delivered nothing. Today, March 2, their terms now state that "cancelled" orders are subject to 20% fee. I want a full refund.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A defective item was received (gun with faulty site) and the supplier would not respond (over months) to help remedy. My last resort was to dispute the charge with my credit card. They sent my credit card company a fake email response they "had sent to me" and my credit card closed the case.

  Business response

  12/05/2022

  We advised this customer that he could send in the gun for repair, or we could send him an upgraded sight free of charge or he could send the gun back for a refund.  We never received a reply.  The next communication was a charge back from the credit card company who sided with us.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6Dec2021, I ordered ten (10) complete upper assemblies for an *****. They were on sale and I had organized a 'group buy' for several friends and me. This is the first email I sent on 17Jan2022 after discovering a quality issue. The email describes everything: Hi there, I wanted to report a problem with the uppers in the referenced order. Everything is perfect from a fit and finish except in one **ea - the ***. The part of the carrier that contacts the buffer is not chamfered and it is damaging / gouging the buffer each time you open the take down pin. Specifically, the groove for the buffer detent is very sharp, and when it contacts the buffer when the upper is opened or closed, that sharp edge contacts and damages the buffer. I have included a picture that shows new ** ********* and ********* ***, and it's clear that the chamfers **e much larger on those units. In the pic from top to bottom: Std Mfg then ********* the Std Mfg then ** ********* + buffer damage. Notice the difference in the round verus sharp edge where the buffer detent groove is. I was the organizer for a small group buy as a bunch of us built lowers and installed your upper. I called a couple guys of the ten and both also have the same marks in their buffers - plus both of mine (pictured). I haven't confirmed with all the new owners, but four out of four so far. Everything else about the upper is perfect and we **e all very pleased, but this is not OK. What **e my options at this point? Please let me know when you have a chance. Thank you for your time, *** ****** ###-###-#### I have followed up three additional times since the above original email was sent and the first two had photos. Ten out of ten carriers were bad, but one person who bought two simply didn't care. I purchased eight (8) aftermarket carriers of the same style for $45 each totaling $360 and eight buffers (the part that was damaged) for $90 to make this right.

  Business response

  04/18/2022

  The marks **e normal wear and tear and **e a part of its normal function. There is nothing we can do for this.

  Customer response

  05/02/2022

  This is not normal wear and tear.  As an owner of more than twenty different **** variants, I have never seen this damage before.  Ever.  Again, It happens on the very first time you close and secure the upper assembly to the lower assembly.  The charging handle end of the installed *** has two sharp edges because the buffer detent slot is not chamfered and is CUTTING THROUGH the anodized surface of the buffer upon contact.  Two sharp edges as in a machined 3D right angle point contact sharp enough to possibly cut skin.  Absolutely not 'normal wear and tear'.  I have ********* and ** ********* ***'s on hand and they have a measurable chamfer that does not gouge or damage the buffer at all.  I have probably shot more than 10,000 rounds in ** variants and have never seen this, yet 10 out of 10 (group buy) had this damage and 7 out of 10 were still unfired."

   

   

  Thank you again,

   

  *** ******

  Business response

  05/02/2022

  We have sold thousands of this item and have not receieved any negative feed back.  Becasue of  the job of the buffer and tolerances of which it is made the wear that you **e seeing is normal and nothing to be concerned with.  We cannot guarantee  this part becasue it was not pruchased as a complete firearm, parts purchased separately **e not warrantied.

  Customer response

  05/06/2022

  
  Complaint: 17057648
  
  I am rejecting this response because:
  I have three different brands of *** (*********, ** *********, and ** ******) that do not damage the exact same buffers in the same rifle setup. No damage from those. It’s time to move on, but buyer beware. 
  Sincerely,
  
  ****** ******

*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. ↩