ComplaintsforThe Safariland Group

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction was November 4, 2023. I ordered a holster for my Sig ***** with a TLR-7SUB light. They shipped a holster they claim fits it however. The weapon does not fit, and even their packaging states it is for a TLR-7. I have contacted them through their website as per their policy several times. I have called their customer service number for hours and get the same recording over and over, "No one is available to take your call." I have emailed them numerous times, provided them with photos and videos per their email request and then told an "expert" would review the case and contact me withing 48 hours. Well, for more than 48 hours have passed and there has been no communication back from them or their expert. I have now requested a return mailing label and a refund. To which they have not responded. I want my money refunded as I am no longer interested on their product or doing business with them.

  Business response

  11/28/2023

  6 days ago the customer was advised to process a return request via the website. He did follow through. A rep has been working with said customer pertaining to the complaint of the holster he ordered. The part numbers on both the ****7 and ****7 sub holsters are the exact same holster. This is when our rep asked for more information to send over to our engineering department for further review. These reviews can take time and research. Customer is being provided a shipping label per his request. 

  Customer response

  11/29/2023

  6 days ago? I immediately filed the return/exchange form on your website as per the return policy that was posted on your website. The first filing was on 11/16. However, I did not receive a response in the 24 -72 hour as stated in the confirmation email you send following my filing of the form on your site. Then I tried to call your business phone number that was included in that same email and NEVER could get into contact with someone. So, I sent an email through your websites contact link on the 20th. On the 21st I received my very first communication from your rep. **** finally asked for photos and other information I found would be helpful. So, I submitted the photos that were specifically asked for via the email. To which I also attached a 40 second video showing that the holster did not fit the ****7sub light. I don't care what your business says, I spoke directly to Streamlight and the ****7 and the ****7sub are not the same lights and have different specs than the other. Therefore wouldn't be compatible. So, regardless of what your engineers say, they are wrong. However, after submitting the photos and the video I was once again told someone would contact me within 48 hours after your 'expert' reviewed the submission. However, once again more than *************************************** again. Therefore of November 25th I sent an email stating I wanted a return shipping label and a refund, and that I would be filing complaints against your business for failing produce the product I clearly ordered correctly and you shipped incorrectly. You failed to communicate, and keep someone updated. Especially since someone was out almost $150.00 and didn't have the item they purchased. Maybe to you $150.00 is no big deal, but I don't pay $5.00 for any product and not get what I purchased. Maybe you should learn how a business/customer relationship works. Because any other business Inhave dealt with exchanges the incorrect product that a customer purchased and received wrong product. If that business doesn't have the correct product, they then refund the customers money. Which is exactly how it should be. Not dragging out a exchange/return for weeks while the business sits and does nothing but keep the customers money. Clearly I am not the first customer you have done this to after finding complaints filed against your business, and reviews online. Which is why Safariland has a "F" rating with the BBB. Should have done better research on my part before doing business with Safariland. 

  However, after filing complaints with the BBB, the ******* Attorney General, and filing several reviews online Momday, November 27, 2023. On Tuesday, November 28, 2023 Safariland decided to email me a shipping label to return the incorrect product to them. On Wednesday, November 29, 2023 I dropped the package off with their product to ****** and about an hour or so later Safariland did issue a full refund. 

  At this time I am done with this transaction, and will consider this closed now as the resolution I was wanting at this point has been done. I just highly recommend to others to not do business with this company.

   Complaint: 20924642

  I am rejecting this response because:

  Regards,

  ***********************

• Initial Complaint

  01/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I’ve requested to return a product multiple times from this company. As per their policy returns are accepted within 30 days of the shipment being received. I have filled out 2 forms requesting to set up a return but this company has not responded in anyway. I would like to set up a return and receive a refund as per company policy.

  Customer response

  01/12/2023

  Please cancel the following complaint. The seller has reached out and resolved the issue. 
  
  Thank you,
  ******* ********
  

  
  

• Initial Complaint

  10/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Safariland Group sent me a defective holster for a Beretta firearm, denied it was defective and then stopped responding to my requests to get a refund. The package had been opened before I received it. It looked like I was sold a used/broken product that had already been returned once by someone else. My order number was #********** and the holster costs $75.15. I have not been given any return info. I had one phone conversation with a woman at Safariland who implied it was basically my fault. Safariland has not responded to any emails I sent to their customer support address. I'm left with an unusable item by a company who won't respond.

  Business response

  11/02/2022

  Please see attached response.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Bought product from safariland on 11/27/21 for $939.60. Product delivered on 1/31/22. Due to military service, I was unable to receive package until 4/1/22. It was the wrong item and returned it on 5/24/22 but did not receive refund.

  Business response

  08/04/2022

  
  Please see written response attached regarding complaint number ********.
  
  Thank you,
  

  
  

• Initial Complaint

  10/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I shipped my return items under ***** tracking number ************. My return package is confirmed delivered on Thursday, September 30th and signed for by ******. The return authorization numbers are: *********** ******* ******. It has been 3 weeks since they received my return package I sent, and no refund has been issued yet. I was told yesterday when I called customer service I would receive a follow up call later that day after speaking with a manager. I did not receive a call back. And a refund has still not been issued. It has been 3 weeks since they received my return and they have still not issued a refund. I am getting the run-around here.

  Business response

  12/14/2023

  This order was refunded on order number SAF88631 on 10-25-21 by *************** who was the supervisor at the time ($154.78).  The customer emailed in September asking how to return products.  He shipped the items back to our warehouse at the end of  September.  There is an administrative process that we go through to account for the product before we issue the refund.  Since this time we have worked to shorten the window from when products are returned to when the refund is issued.  We have not heard anything from this customer since this transaction was resolved.

*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. ↩