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:04/15/2024

  Type:Product 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 backpack, ORDER #BPZ-70737 on July 19, 2023 online from this company Travel Backpack + Level IIIA Bulletproof Armor Plate Package 1 Gray for $182.44. On January 30, 2024, I emailed the company at: ********************************** and explained that the strap had broken and sent in photos and communicated back and forth with ******************* as recent as April 4th. They told me they would ship me another backpack and that I would return the broken one and it never came. They sent me a tracking number of a pkg that was never delivered,USPS **********************. Every time I contact them they keep apologizing and saying that they have escalated the issue. I want a refund as the other strap is now broken with the same issue. It's unacceptable that I've spent this much money on a cheap backpack that they describe as using ************** and it doesn't even last 6 months and they won't resolve the issues within a 3 month timeframe!I have all of the entire email thread.

  Customer Answer

  Date: 04/15/2024

  This issue has been resolved with the company. I just received the replacement pkg this afternoon 4/15/24

  Thanks

  ******

   

• Initial Complaint

  Date:03/10/2023

  Type:Product 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.

  Never received the product I bought and they refused to help in anyway. Spent nearly $400 for nothing. I doubt they even sent the product I doubt they ever sent the product I paid for. After I placed my order I received an email stating I would receive tracking information when it shipped, but this didnt happen. I received the the tracking number a day AFTER it was delivered. I check the tracking info. and it says delivered the previous day, I look around and see nothing. I check with my neighbors, nothing. I couldnt say if it was delivered to the wrong address or if it was delivered to the right address and someone stole it because I received the tracking info a day late. I reached out to their customer service and all they basically did was check the tracking info like I did and responded with the following:I hope all is well.We would like to provide an update regarding your concern with order #BPZ-66493.We understand how frustrating it can be to not receive your order and would like to apologize for the inconvenience caused. After thoroughly checking the details and looking for possible solutions, we regret to inform you that we won't be able to issue a refund or send a replacement on our end since we don't have solid proof or evidence our manufacturing team can use to support your claim.We would like to once again request your cooperation in contacting the courier ***** directly to have this escalated. They will be able to provide you with more information on the whereabouts of your package and assist you in locating it ?and start an investigation on their end.They wont do ANYTHING to help, it must be a scam.

  Business Response

  Date: 03/10/2023

  The customer order was shipped on Feb 27, 2023 via **** It was delivered on March 02, 2023. Unfortunately, there was an error in our tracking fulfillment system resulting in the customer receiving the tracking number late. The customer mentioned that it's possible that the package was delivered to the wrong address which we found to not be the case as our recorded shipping address was accurate, please see attached file. We have been trying to work with the customer to figure out what happened with the order and that if this was indeed a case of package theft, we need to thoroughly investigate the issue to determine the next steps to take due to the nature and value of their order. I have also attached here the communication we have with the customer as a ******************** that we did not refuse to assist them at any point. We are trying to work with the customer to coordinate with *** first to start a search investigation. A refund is also not possible at this time again due to the nature of the product pending ***'s search investigation. We are doing everything we can to assist this customer and ensure that they are able to properly receive their order.

• Initial Complaint

  Date:10/19/2022

  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.

  On 07-31-2022, I purchased (1) Large Wonder Hoodie from www.bulletproofzone.com for the price of $594.99. My Order Number is #BPZ-58474. As of today, 10-19-2022, I have yet to receive the item I purchased, or a shipping date.After 4-weeks went by and my order had not shipped, I contacted www.bulletproofzone.com customer service to check the status of my order. I received a prompt and polite response that the site states that orders ship in 4 to 5 weeks and my order will ship within the next week.After 8-weeks went by and my order had not shipped, I contacted www.bulletproofzone.com customer service again to check the status of my order. I also requested a full refund at this point if my order has not shipped. I again received a prompt and polite response that the Wonder Hoodie manufacturer was experiencing a 20-day delay in panels for Wonder Hoodies. I was offered me a lesser producta product without hood panels, and a refund for the difference in price. Although I appreciate the offer, this was absolutely NOT acceptable. A full refund should have been offered, but it was not, and my request was ignored.After 11-weeks went by and my order had not shipped, I contacted www.bulletproofzone.com customer service again to check the status of my order. Again, I requested the product that I ordered or a full refund. I made it clear to them that Bulletproof Zone broke the terms of their agreementnot me. I will not accept any lesser product that I did not order. I ordered and paid for in full $594.99 (1) Large Wonder Hoodie with all panels. I did not order and will not accept a hoodie with missing panels at a reduced price.As of 10-19-2022 (80-days), Bulletproof Zone has not responded to my request. I do not know what recourse I have other than filing a complaint with the BBB (Better Business Bureau).

  Business Response

  Date: 10/24/2022

  The order for the Wonder Hoodie NIJ Level IIIA Bulletproof Hoodie (Provides Head Protection) was place on 07/31/2022 and it has a lead time of 4-5 weeks. There has been a delay with the production per the manufacturer and we were constantly communicating with them about this order. The most recent email from the customer stated that he either wants the order to be shipped or a full refund. This was acknowledged by our representative and he was informed that we have asked the manufacturer for the ship date and we will let him know once they responded and he can decide from there if the ship date will be okay with him or if he still wants to proceed with the cancellation. It wasn't true that his request for a full refund was ignored as he was stating that we can either ship it or refund him in full that's why we told him that we'll ask the manufacturer first for the status and ship date. At the moment, our manufacturer has already responded and this response will be emailed to **************** and he can decide from there on how he'd like to proceed with the order and we'll be glad to assist him. 

  Customer Answer

  Date: 10/27/2022

   
  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.  The response email states that their is a manufacturer delay of 5 to 10 business days.  I was given the option to start the cancellation process or wait this delayed period of time.  I elected to wait the additional 5 to 10 business days.  The new shipping date should be no later than 11/07/2023.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/01/2022

  Type:Product 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.

  In late April 2022 I bought the ****** Catalog Level IIIA SP1 Concealed Stab Proof and Bulletproof Vest and trauma pads for $700 from this company. They said 6-8 weeks for delivery. In mid-August I asked where my armor was. After a week of back and forth finally me demanding a refund they said manufacturer was shipping next day. I did receive a $150 armor carrier vest with plates, not my ****** Catalog Level IIIA SP1 Concealed Stab Proof and Bulletproof Vest. I have demanded a refund and a return *** label for the wrong armor and Bulletproof zone has refused a refund or return shipping label. Right now I lost $700 for some cheap body armor not to trust my life with.In short, I did not receive the product I purchased and received something else. After another week of attempting to resolve with the company I have no option but to file a complaint. Body armor received pictures attached, the armor is black. The armor I ordered is white from their website. The armor I received has the classic U shape front and back. the armor I ordered does not have that. I did not receive the correct product

  Business Response

  Date: 09/02/2022

  The customer reached out to us for the status of the order and our agent has been handling the concern and requested to the manufacturer to expedite the order. The order was delivered but it was not what the customer was expecting. The customer was stating that the item he received was an Engarde vest which is a different company, we don't think this is possible because all of our products are being drop shipped from our manufacturer so ****** Catalog cannot ship an item that is not their product. Upon escalating this issue with the manufacturer, it was confirmed that the vest that they sent to the customer is a different one, it is the upgraded version of the vest that he ordered. We have been working non stop on this issue and we are also constantly communicating with the customer. The customer asked for a refund which we did not refuse at all. We are just asking from him to bear with us as we need to do an investigation from our end with the manufacturer. We cant also refund immediately because the item is still with the customer, we need the item to be returned to us first before a refund can be processed, as for the shipping label to return the item back, we are still working on it and we have informed the customer about the process. The customer has been asking for a refund but we need to follow the process first before providing a refund. Rest assured this issue is being handled on the highest priority and we will not stop until this get resolves. We just hope that the customer can allow us to follow the process and bear with us while we work on this issue. 

• Initial Complaint

  Date:07/25/2022

  Type:Service or Repair 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 back on June 20 2022 and never received the item. Major scam they are running. When I attempted to just cancel the order, I was told I couldn't and that no refund would be issued.

  Business Response

  Date: 07/26/2022

  Hello,

   

  We have been in communication with the customer regarding his order. He reached out to us via email and ********* We were able to provide him status about his order via ******** and email and one of our agents is still monitoring his order for him. He was informed that his order is now being prepared for shipment and he asked to cancel. He was informed that for cancellation, we'll ask the manufacturer if it's still can be cancelled since it's already being prepared for shipment. The customer acknowledged that. If the order can still be cancelled, he will be informed and the refund will be processed. IF the order can no longer be cancelled, he will received his order and the tracking number will be sent to him since one of our agents is monitoring his order for him. Thank you!

  Customer Answer

  Date: 08/04/2022

  I placed an order with bulletproof Zone back in June 20 2022. I've never received the merchandise and they have just taken my money with no resolution. They have contacted me thru email but each and every email has been another lie about a mythical delivery time. At this point I want my money back, I'm no longer interested in the merchandise and i will be filing complaints daily until this issue is resolved. Again this is my second complaint, because as I've stated, they contacted me via email with lies, and I actually thought Bulletproof Zone was going to deliver but they have not and I want my money back period. Below you will find the email conversation that has amounted to nothing. They took my money and I want my money back. I don't want anything but a refund. I'm owed 197 dollars from bulletproof Zone and I want the refund. F*** the mask.

  Business Response

  Date: 08/05/2022

  Due to the nature of body armor and protective gear, our products, including the customer's order which is a ballistic mask, is manufactured to order and have corresponding lead times indicated on the product pages on our website. As much as we would like to lessen these lead times, several factors can affect production like supply chain issues, logistics delays, etc. We have been responding to the customer's emails and messages throughout and have explained the delays. We also requested to our manufacturer to do their best to expedite the process as his order is a high priority.

  On July 27, our manufacturer informed us that there will be another delay since their quality control team had to re-produce the item and promised that it will be shipped this week. We offered a discount to the customer as compensation for another delay and asked if he's willing to wait for the order. Otherwise, we can process a full refund for him. He agreed to wait so we processed a partial refund for the discount. 

  On August 4, we sent him an update that the order is already for shipping this Friday as promised. Unfortunately, the customer is already upset and have asked for a full refund at this point. We have processed the cancellation accordingly and a full refund has been processed to the original form of payment as of this writing. 

  Customer Answer

  Date: 08/11/2022

  From the CONSUMER:

  Sent 8/11/2022 7:23:29 PM

   
  Complaint: 17669084
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/14/2022

  Type:Product 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 ordered a ******* Lvl IIIA Ballistic helmet from Bulletproof Zone.com online and paid $569.99 for it on May 29, 2022 through Paypal using my credit card. I asked for a status via email after a month and the response was there was a 6-8 week lead time. So, I waited until 6/14/2022 and asked again if there was a status and was told the supplier would ship around July 1st and that I would receive a notification. I did snot hear anything from them by July 11th about any shipment, so I contacted the person I had been conversing with: Nicollette Erestain, Bulletproof Zone Support, and told her I wanted to cancel my order and get my money refunded to my primary payment source, my credit card. This is the notice I received: Bulletproof Zone bulletproofzone.com Order #BPZ-48036 has been canceled Yahoo /Inbox Bulletproof Zone <**********************************>To:**************************** Wed, Jul 13 at 12:06 PM Bulletproof ZoneORDER #BPZ-48036 Your order has been canceled Order #BPZ-48036 was canceled because we did not have enough stock to fulfill your order and your payment has been refunded .Refunded Items ************************ ARCH Level IIIA Ballistic Helmet 1 MultiCam / Large Refunded$569.99 Subtotal $569.99 Shipping $0.00 Taxes $0.00 Total $569.99 USD Paypal $569.99 Refund Paypal - $45.59 Refund Paypal - $524.40 If you have any questions, reply to this email or contact us at ********************************** How does Paypal keep $45.59 of the money I paid? I should have received the total amount of $569.99. That is what I paid and that is what I want refunded. Thank you,*******************************

  Business Response

  Date: 07/14/2022

  The customer reached out to us and when the customer requested for a refund, it has been processed immediately. We have also processed a full refund for the order and the customer acknowledged that. 

  Customer Answer

  Date: 07/15/2022

   
  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

  Date:06/03/2022

  Type:Service or Repair 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.

  On 5/22/2022 I placed an order for two backpacks for my children. One backpack in particular the innocent armor bulletproof lightweight backpack showed online for $148.99 on sale. Their site listed a 10% coupon code that I used (Yougot10) which brought the backpack to $134.10 saving me an additional $14.89. On June 2 I received an email from the company stating they had a technical issue on their site and the backpack should have been sold for $199.99 and they required me to pay the difference otherwise they will cancel my order, not refund me my money but give me store credit. The offered to give me a 11% discount for the inconvenience. I said no, dont cancel my order I want my order fulfilled without paying more and it wasnt my fault their site had a technical issue. They said I need to pay $43.89. Im still waiting to hear back on getting my order fully without paying more or cancelling my order and getting all funds returned to my original payment method. Ive asked for a supervisor to contact me back but no response. Ive also contacted the *** ***************** but not sure if the email address listed publicly is correct. Regardless there is no response.

  Business Response

  Date: 06/14/2022

  We have reached out to the customer and the customer has accepted the proposal. The order is currently being processed.