ComplaintsforTedder Industries

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered the ShapeShift 4.0 IWB Holster, for the 92FS and received the weapon that had already been put together, by someone at the factory, however it was put on wrong making the weapon holster completely inoperable and obsolete, I have tried talking to their customer service on multiple occasions and have a ticket open with them, to no prevail, all I want is my money back and Ill send it to them including shipping.The photos will show how the weapon is and how its messed up

  

  Business response

  05/25/2023

  ***********,

  After speaking with you we did determine that your variant of the equipment you have will not be compatible with our product. We appreciate you giving it a try and have issued a refund as per our policy. We wish you good luck finding a product that will meet your needs. Thank you. 

  ****************** | Director of Customer Service
  **********************, LLC.
  Direct: ************** | ***************** **************
  **************************************************************************
  
  

• Initial Complaint

  04/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Items purchased received and unopened unused. Not the right ones. Returned. Didnt get full refund. No one answers phone or responds to emails. 3 weeks of trying.

  

  Business response

  05/01/2023

  Hello ****************,

  I do apologize for any confusion. We did receive the full holster and the Appendix carry Expansion pack back. However, we did not receive the free mag carrier back and it has a price of $19.88. Since that was not sent back we did refund $85.25 of the $105.13 which is a total refund of the order minus the $19.88 for the Mag Carrier. If you would like to return that Single Mag Carrier, we would be happy to issue another refund.

  Our records show that you placed the order on March 31st and that it shipped April 1st and arrived to you April 11th. Our records then show that we approved a Return Merchandise Authorization on April 14th and that we processed the return and the refund for $85.25 on April 26th. I am not sure why you had a hard time reaching us beyond we were a little short staffed last week due to illness and that resulted in some spikes in the phone queue. We are open from 5am to 6:30pm PST to phone calls. We are also able to talk via Chat and Email though it can take us **** days to respond to emails with current volume. 

  I hope this helps clarify why you were not issued a full refund and we are happy to help if you have any further questions. Thank you and have a nice day. 

  ****************** | Director of Customer Service
  **********************, LLC.
  Direct: ************** | ***************** **************
  **************************************************************************

  Customer response

  05/01/2023

   
  Complaint: 20001232
  
  I am rejecting this response because: ******* holster was included. Pictures were provided to retailer showing that. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on 3/21/23 with Alien Gear for two items:Rapid Force Duty Holster - $219.88 ShapeShift Holster, Core Carry Pack - $125.76 The order shipped on 3/22/23 from what I can understand from the *** tracking. I had tracking for ***, USPS and Mail Innovations (whomever that is). This package came to my post office in ************ three times before it was finally delivered. I could not get anyone to answer any questions from Alien Gear and they didn't seem to care. I finally spoke with someone at the *********** who said the label had been partially ripped off and that caused an issue between the three delivery companies and I do not understand that because the tracking should have my address and the tracking was not ripped off. It looks like they finally figured it out and put a makeshift label on the box. When I finally got my order, I only received the ShapeShift Holster, Core Carry Pack and I did not get the Rapid Force Duty Holster. Nobody can give me any information on this item. You can see in the photos that there was one box and only one item would fit in it. I will attach my order, tracking and photos of the box and one item received. **************** is a joke with this company because nobody responds or picks up the phone. At this point, I am ready to sent this one item back and I want a refund for the entire order since I did not receive the first item. It is highlighted on the invoice and I have no idea why and it looks like they are saying it shipped but it sure isn't in the shipment or box shown in the photos. I'll send the item back that I have in my possession and I'll never do business with this company again. I've waited months to purchase a holster for my Sig M18 and I totally regret ordering from this company since they are ripping me off. They came highly recommended in an article that I read on the web. I'll be sure that everyone knows that article is false. Thanks for supporting your military!

  

  Business response

  04/10/2023

  **************,

  I do apologize about the less than smooth experience. With that said, it sounds like we have been in touch by phone and email since, and we have agreed that, since it has arrived already, you will give the Core Carry Kit a try and, since we missed the Rapid Force Duty holster, we have refunded that part of the order. We have been working to keep caught up with emails and have an auto response email letting customers know that it could be **** days before we can get a response out. We are working on some projects that will hopefully help reduce that time. We do not turn the phone on on the weekend and are not here Sundays. This resulted in a longer than preferred response time.

  We really appreciate the chance to make it right and if you have any further needs or questions. Thank you. 

   

  ****************** | Director of Customer Service
  **************************.
  Direct: ************** | ***************** **************
  **************************************************************************
  
  

• Initial Complaint

  11/30/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Several things here. Alien Gear was and is currently advertising a free magazine holder with any holster purchase. There are no further disclaimers posted. Alien Gear like many other websites offer a first responder discount which is appreciated and admirable. However, they didnt mention that if you check our using ID.ME you are not welcome to the free addition. Which in hindsight sure that makes sense but I do feel they should have mentioned that. Complaint two like another consumer mentioned. I paid for two day shipping and even with the holiday off it wound up being delivered way beyond that. Than I tried to contact alien gear immediately and the response took longer than the industry standard. Then my follow up response went unanswered. I havent felt the need to make a complaint against a company in this manner however this time I do feel as though Alien Gear dropped the ball on this order. The customer service is unresponsive and a terrible standard for the industry they serve. As an instructor I am often approached to make suggestions on holster choice. I will not be recommending Alien Gear.

  

  Business response

  12/01/2022

  ********************,

  It was not our intention to mislead you or any of our customers. Unfortunately the ability to stack discounts is not something we can offer and perhaps that could be made more clear. I will forward this on to our marketing team and ensure they are aware of the confusion caused. I hope you can accept our apology for any lack of communication though it is very common for companies to not stack discounts.

  As for response time we are working as hard as we can to get to all interactions. With this being a very busy season we have had some emails go a little longer without reply. I am seeing that you emailed us initially on ***** and you got a response on *****. You then responded to us on ***** and a new order for a free mag carrier was sent, gratis on *****. I apologize that this took 10 days. Last week having been Thanksgiving, a day we all spend with our families and thus no emails are responded to, followed immediately by Black Friday and Cyber Monday, due to interaction volume we did take a couple extra days to respond but it does appear we did the right thing and got you set up with a free mag carrier on *****. That order should ship by next Monday ****. We appreciate your feedback and hope this resolution is adequate.

  In respect to the shipping time we offer a variety of options in the hopes to provide a shipping solution that meets our customers needs. With that said I see you placed your original order on ***** and it shipped on *****. I am also seeing that it took 7 days (the first day, *****, does not count as *** must still pick up the package and get it to the airport) and that is pretty long but I am certain this is due to Thanksgiving being the same week coupled with it being the height of shipping season. We cannot dictate how long a shipper takes to deliver and sometimes unforeseen issues can come up. We will make sure that *** is aware of this instance in the hopes that they too can improve from your feedback as well. As far as what we can do, I have refunded the $12 you paid for second day air as the shipping did not meet it's promise.    

  If you have any further questions Please feel free to reach out to us. Thank you for your service and have a happy holidays. 
  
  

  ****************** | Director of Customer Service
  **********************, LLC.
  Direct: ************** | ***************** **************
  *************************************************************** *****
  
  

• Initial Complaint

  07/30/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On July 20th, 2022 I placed an order with Alien Gear for an holster. I paid for the 2 day *** ground shipping. I received an email confirmation that the holster would be shipped on July 23rd. I was ok with that, believing the holster would be here by July 25th. Fearing that some porch pirates stole the package.. On July 27th I called to inquire about the holster, the representative informed me that the holster was just about to be packed ** in about 2 days, and then shipped out and would take an additional 2-3 days to ship to my address. I demanded a refund at that point since I was leaving town and wanted to have my holster there to travel with me. So what should have been a 3-5day transaction was turning into a 12-14day transaction. Ive left a message to be contacted by a manager. I received a message that a manager would contact me and Ive yet to be contacted. -in the confirmation email the day please allow 5-8 business days from time of order. However when placing the order there was no mention that the process would take that amount of time. If this was written prior to ordering, I wont be under the impression the process would take 2-3 days. The shipping process is misleading.

  

  Business response

  08/05/2022

  Hello **************,

  We do apologize that your order did not ship as quickly as expected. We understand that you were depending on the quoted lead time estimate to receive your product before you went on a trip. With that said we do mention in the confirmation email that we hand build these holsters to order and there are times when our order volume fluctuates and those dates can move a little. It is never our intention to misinform or be dishonest to our customers. 

  When you called in and requested that we cancel your order, we offered to expedite your order and get it built and ship it ASAP. Unfortunately you declined this offer. So we canceled your order and refunded your money as per our "no questions asked" policy. I also called and left you a voicemail and would love to speak with you to discuss this further. Again we apologize that we did meet your expectations and I hope to get to speak with you to see if there is a better resolution beyond the full refund we have already issued. Thank you. 

  Maxwell W. | Director of Customer Service
  **********************, LLC.
  Direct: ************** | ***************** **************
  *************************************************************** *****
  
  

*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. ↩