ComplaintsforThe Holster Store, Inc.
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Complaint Details
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Initial Complaint
03/06/2024
- Complaint Type:
- Product Issues
- Status:
- Unresolved
I purchased 5 shoulder holsters on February 1st, 2024 for a total of $682.65. Order number *****. Customer id *****. These *********************** were ordered using the provided drop down menu options provided by the business (make, model, handedness etc.).Upon receipt of the holsters I found them to be loosely fit for the models, and having odd discolorations in the leather. These were supposed to be groomsman gifts and I would not give such a poorly made project as a gift.I contacted the company to return them within 10 days, and the return was approved. I was given the *** number t102-r20, which I printed on the outside of the package per their instructions, and also inside in their invoice. I also paid out of pocket for return shipping and shipped within the 10 days as well. The business did not respond to my return until after several voicemails and emails. When they finally did respond, they then denied a refund and offered to mail the holsters back. I tried several more times to seek clarification about why they denied the refund, and they stated its because they were custom products. However nowhere in the product description was this product listed as custom or non-returnable.There are no products on their website that list if they are custom or not. They have a clearly stated return policy which I abided by, and I have taken screenshots of the website and their policies. I have kept copies of all our email conversations. They have since stopped responding to me via email and have never once answered their phone. I just want this company to abide by their own return policy and to provide a full refund as agreed upon.Business response
03/21/2024
The following customer ordered specific ***********************. The included lasers and was a major order. We offered to send them back. A wedding present or prop?Customer response
03/21/2024
Complaint: 21397184
I am rejecting this response because:There has been no response to BBB attempts to mediate a solution.
Sincerely,
*************************Customer response
03/21/2024
The holsters ordered were to be gifts for my groomsmen and best man.Business response
04/10/2024
All information has been provided to the customer regarding this issue.Customer response
04/10/2024
Complaint: 21397184
I am rejecting this response because:
The business did not provide any resolution. The information that they gave me was rejecting my request to return the items. They never provided a possible resolution to this situation. I want to return the items and get a refund. They have made no steps to abide by their word which is listed on their website. They approved the return and gave me a code to write on the box for the return which I did. I returned it within the time period. I did everything on my end correctly and according to their policy on their website. They have not followed through on their end. I am NOT satisfied at all. There has been no resolution. I want a refund per their policy.Sincerely,
*************************Initial Complaint
10/18/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
My initial order appeared to have a shipping issue with the postal service. After 4 business days of in activity I contacted the vendor and was told they had to make the item and I would receive a updated delivery date soon. No update came so I called back in two days as per their request. The story changed completely and I was told a replacement would be sent in two business days. The item arrived and was very poorly made, nothing like the sales information at all. I have been calling and leaving messages so I can return the defective item but no answer on the phone and no call back for two business days so far. I received an email saying replacement holster was being sent. Again, attempted to contact them to no avail. I want to return this holster for a full refund and feel I am being stonewalled. Please help with this issue. Order#: ***** placed on 10/5/2023.Business response
10/18/2023
The following item can be returned to the address that is on the bag. Simply write you want a refund for the item on a note and send it back. We have had some issues with the phone and do apologize.
Business response
10/23/2023
The item was refunded today.Customer response
10/24/2023
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.
Sincerely,
******* ******Initial Complaint
01/16/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I bought a shoulder Holster from The Holster Store and in just a couple of days the stitching came apart for the magazine holder, I have emailed, called and left a voicemail. They have made no effort to respond to resolve this issue. Order#: ***** placed on 12/18/202 and it is not January 14th and still I've heard nothing from them.Business response
01/16/2023
The following item can definitely be returned. We guarantee all of our products and offer a lifetime warranty. We have sent an email to the email address that is on file with that order number. We will issue a refund in full or replace the item at no cost.Customer response
01/31/2023
Good afternoon,They have responded and we have worked it out. I appreciate all the help and support you have given.
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Contact Information
Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.