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:05/02/2025

  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.

  These guys took my money for an order 4 days ago. They sent me a shipping notification and tracking number. For 4 days the info hasn't updated. The status says:"Pre-Shipment Shipping Label Created, **** Awaiting Item ****** UT ***** April 29, 2025, 6:30 pm The thing is, if I see that then they see that too. They are just as aware of the issue as I am once I brought it to their attention but they refuse to acknowledge it which is even more frustrating. At this point either send me what I paid for or REFUND IT. Until you do, I'm seeking out every review site I can find and leaving this review. Try to have some empathy for your customers. Instead of quoting policy, try to understand why they're upset. How would you feel being told what you keep telling me? Shopping should be fun but your support staff and policies killed any joy there was. What a huge disappointment. Order ******** so you can confirm everything I've said. I highly encourage anyone to shop elsewhere. Find a business that still cares about their customers even after they've got their money. Find a business that can ship things correctly.

  Customer Answer

  Date: 05/02/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. The tracking number now reflects that **** now has possession of the package. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:04/10/2025

  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.

  Order placed on 03/29/2025 for item SB Tactical HK Pdw 3 Brace. This item does not bfit MAC 5K.Attempted to process return but notes on their website now states final sales is not eligible for returns.That issue I was not know when item was ordered.

  Customer Answer

  Date: 04/11/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ***** **** **

• Initial Complaint

  Date:04/03/2025

  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.

  I purchased a Sig ***** **-25 for $3,815.99 from Optics Planet. The item was received damaged. I initiated a refund through Optics Planet. I was initially told "It is important that you hold on to the package for 30 days. If no pick up attempts have been made in that time, you can discard the damaged merchandise." After 30 days of very limited communication, I was informed by **************** that the investigation had concluded. I asked very specifically over the phone if the item was still required. I was told that the item was no longer required for the investigation and that the item could be discarded. As per the attached email, I discarded the item as instructed. Optics Planet now refuses to provide the refund.

  Business Response

  Date: 04/09/2025

  We appreciate the feedback that you are providing with this review and we hope the following information helps.  We have reviewed your order and this situation and OpticsPlanet does not accept returns after 30 days. Our policy states Unfortunately, OpticsPlanet is unable to accept any returns after 30 days elapse from the receipt of merchandise. If you have return inquiries more than 30 days after receipt of merchandise, please contact the manufacturer directly for possible repair or replacement.   This shipment was delivered on 12/8/2024 and we were not contacted for a return until 1/28/2025, which is well over our 30 day policy.  Because of this delay in contacting us, we are unable to accept a return.
  
  We also state on our policy page under How do I return a product that is defective that we process returns once the returned product is received by OpticsPlanet.  ...Please generate a Return Merchandise Authorization (***) Number. Please select the appropriate Return Reason and provide additional details on the nature of the problem in the Item Description section...."  ".....Once a return is received by OpticsPlanet, the ****************** will process the *** according to our policy....
  
  You may review our full return policy by going to the following link: ******************************************************** and if you need to reach us again, our ************* team can be reached Monday - Friday, between 9:00am - 6:30 Central Time (contact information can be found here: ***************************************************).

  Customer Answer

  Date: 04/13/2025

   
  Complaint: 23157616
  
  I am rejecting this response because:
  

  The package was not delivered on 08DEC2025. The package was delivered 16JAN2025. I have attached a screenshot of the *** tracking to prove date of delivery. The package was held at a *** holding point until I returned home from deployment overseas. My inquiry for a refund was within 30 days of delivery and does not violate the policy you provided. 

  Per your policy, I contacted Optics Planet within 30 days and initiated the refund process, as instructed, by your customer service staff. In my initial request with BBB, I provided an email from your staff instructing me to discard the item. 

  I am demanding a refund in full.

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

  Business Response

  Date: 04/18/2025

  We have reviewed the comments provided by this customer and our return requirements according to our published return policy were not followed.   This shipment was delivered to the *** access point on December 9th, 2024 which is when our 30 day policy for returns started.  This customer's claim that the package was not delivered until January 16th reflects when the package was opened, not when it was delivered.
    
  This customer also did not follow our clearly defined return policy.  It states multiple times on our website's return policies page that we are unable to accept a return without the *** Request Form and *** number.   
  
  Our policy also states that merchandise must be received before the refund is issued.   This information is listed at the top of our Return Policy page, under the Refund FAQs, and under the *** Form FAQs.   
  
  This customer did not return the merchandise, fill out the *** Request Form or initiate the return process for a refund within the allowed timeframe. You may review our full return policy by going to the following link: ********************************************************
  

  Customer Answer

  Date: 04/18/2025

  
  
  Complaint: 23157616
  
  I am rejecting this response because:
  
  16JAN2025 is not the date I "opened the package". It is factually the date of delivery and receipt. The clearly defined date of delivery and date that the package was in my possession, per **** is 16JAN2025. In my previous correspondence, I provided a screenshot from *** as proof of that delivery date. Your statement that "drop off to a *** facility is when Optics Planet considers the package received" is an arbitrary and made-up policy, not defined anywhere on your website, against *** guidance, and an attempted shift in terminology to absolve Optics Planet of providing the refund. It is asinine for you to consider a package delivered/received when it is still in possession of the carrier.
  
  As erroneous as this fact is, I want it to be known that the product was purchased 25OCT2024 and did not ship for over a month.
  
  In regards to not filling out an RMA request, it is now clear that I was intentionally misled by your customer service. Your policy states to contact your customer service by phone with any questions in regards to a refund; which I did. I reached out within 30 days as soon as I noticed the issue, I followed your customer service representative's instructions precisely, and I have provided documentation to support this. I am aware that there are numerous phone records in your possession to support my claim, as well. I was in contact with your customer service no less than ***************************************************************** to send the product back. Contrary to that, your staff diverted me from filing an RMA request and aided me in filing a request with ***. Admittedly, I was under the impression that filing with the carrier was part of the Optics Planet RMA process as your staff lead led me through every step. As supported by the attached email, your staff instructed me, verbally and by email, to discard the item. Your statement that I needed to fill out an RMA request against your customer service's instruction is an admission of failure, incompetence, and intentional misdirection by your staff. Your retroactive claim that I needed to pursue an alternate process, against your direct verbal and written instruction, makes it clear to me that your staff intentionally misdirected my refund claim in order to shift responsibility to the carrier and delay the process outside your policy's refund window. I believe we can resolve this issue without legal intervention, but I have now filed with the ****, ***, and my credit card company due to this business practice.

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

  
  

• Initial Complaint

  Date:03/24/2025

  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.

  I ordered 2 products in January of 25. I received 1 item in about 2 weeks. I was notified that the other item was cancelled on march 11th. I requested a RMA number after that because the scope is no good without the mounts. They told me that after 30 days they don't take returns it was 6 weeks from the time I received the first package until I was told the second item was cancelled. I want them to take it back

  Business Response

  Date: 03/28/2025

  We appreciate your feedback and have reviewed your order.  Since the timing of the item being cancelled was after the Return window for the item that was delivered, we have noted your account to allow the return of the item that was delivered as long as it is still in new condition and in it's original packaging.   
  

  Our ************* team has been trying to reach you to resolve this issue and help you get this item returned but have not been able to reach you by phone or received a response from you by email.  
  

  Our ************* team can be reached Monday - Friday, between 9:00am - 6:30 Central Time (contact information can be found here: ***************************************************). Please contact us back to resolve this issue and get the information needed to return this scope.

  Customer Answer

  Date: 04/01/2025

  
  Hi,
  
  Yes this complaint can be closed.
  I apologize if I'm not following the correct procedure,  I've never filed a complaint before. 
  
  
  
  

• Initial Complaint

  Date:03/18/2025

  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.

  Ordered gloves hat did not fit and were inferior quality. Returned all from original order and credit was issued. OpticsPlanet sent another pair of gloves without order and when notified of shipment, cancelled in writing by email. Have an email reply stating that order was cancelled but another pair of gloves was shipped anyway. Gloves were charged for as well. Have tried contacting vendor and they will not return contact except after hours and will only talk with husband as only "authorized" person. He is attending night classes and they call when he is in school. Had he not paid with a debit care, I would contact the bank for assistance. We are unable to return these gloves that do not fit since he is the one that they must talk to. Please help.

  Business Response

  Date: 03/28/2025

  We appreciate your feedback and have reviewed your order with our ************* team. Thank you for your patience and understanding as we work with you to make sure this has been addressed to your satisfaction.

  
  We can confirm that after you reviewed this situation with a member of our ************* team leadership on 3/20, a return for a refund was approved and after receiving your gloves back, a refund of your disputed amount was issued on 3/27. 
  

  If you need to reach us again, our ************* team can be reached Monday - Friday, between 9:00am - 6:30 Central Time (contact information can be found here: ***************************************************).

• Initial Complaint

  Date:03/06/2025

  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 placed an order ******** for a coat, item never came after MONTHS I inquired, I was ignored then harassed. Then they ASKED me do I want a refund or replacement, I SAID REFUND, I thn bought another coat. I never got the refund and was sent a cookie cutter reply 15 times!! I told them to stop so they sent it again many more times! Then told me I have to fill out a form and they will send ANOTHER COAT!!!! I told them refund!!! I bought another coat!!!!!!!!!!! They again sent the robot reply saying they will send another coat!!!!!!!!!!! They sent this many more times!!!!!!!!!!!!!!!!!!! I filled out the form and sent to another email they gave me which was odd. why the h*** do I have to do any work because they screwed up?!?!?!? Ive asked 20x whers my refund, now this "professional" Co refuses to answer! I want my money. they tried blaming the carrier, its bs as the other 2 items WERE in the box, then OP told me it WAS DELAYED I said ok I was worried, so they admitted it wasnt shipped!!

  Business Response

  Date: 03/11/2025

  We appreciate your feedback and have reviewed your order with our ************* team. Thank you for your patience and understanding as we work with you to make sure this has been addressed to your satisfaction.
  We can confirm that after reviewing your order with a member of our ************* team leadership, a refund has been issued for your order and the confusion with duplicate emails should be resolved.
  If you need to reach us again, our ************* team can be reached Monday - Friday, between 9:00am - 6:30 Central Time (contact information can be found here: ***************************************************).
  

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair 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 pair of sordin electronic ear protection they came in a old torn box and covered in filth but fine i cleaned them up and tried them out only to realize the power shuts off when they are bumped or adjusted so clearly something is broken i tried to return them but they said sorry we dont accept returns of hearing protection this is wrong you cant sell expensive broken ear pro and hide behind some policy

  Customer Answer

  Date: 03/01/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/25/2025

  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.

  Initial order for Maxim Defense Pistol brace was placed in December of 2024 and due to poor website advertising/description, the wrong model item was sent to me. Spoke to customer service *** concerning the issue, pictures of the items installed on my current rifle were sent and verified recieved. Subsequent call indicated a ***lacement was authorized due to the poor nature of website accurately describing which product is necessary for order. Ordered a secondary item to that initial brace would not have to be removed from my rifle, only the buffer tube which was the wrong size in the item sent would be exchanged. Confirmed with the customer service *** prior to ordering that 100% of my money would be refunded upon return and receipt of item. After item was delivered back to optics planet, $53.16 was withheld as a restocking fee. Spoke to customer service who denied refund and reviewed previous recorded audio transcription of my call with prior customer service *** who verified that he told me I would be refunded the order total but still denied the refund. **************** ***s previously spoken to all were aware the item was installed and considered not new, as pictures were sent the day of initial call to first ***; ***. Yet subsequent authorization for an exchange was still authorized. Was assured a supervisor would call me by end of day, just like the several times I've called previous and again, no call by supervisor was ever initiated. Looking for refund resolution of $53.16.

  Business Response

  Date: 02/27/2025

  We appreciate your feedback and have reviewed your order with our ************* team. Thank you for your patience and understanding as we work with you to make sure this has been addressed to your satisfaction.

  
  We can confirm that after you reviewed this situation with a member of our ************* team leadership on 2/24, a refund of $53.86 was issued for the restocking fee that had been originally assessed on your return. 

  
  If you need to reach us again, our ************* team can be reached Monday - Friday, between 9:00am - 6:30 Central Time (contact information can be found here: ***************************************************).

• Initial Complaint

  Date:02/24/2025

  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 sent an email to cancel my order within MINUTES of making it. They ignored my email for days until the order was shipped then responded immediately after to let me know they can't refund me. They are known for these shady business practices and known to be the WORST OF THE WORST customer service in the optics industry. In the screen shots you can see i sent my email BEFORE their system even processed my order. They had PLENTY OF TIME to correct this and chose not.

  Business Response

  Date: 03/05/2025

  We sincerely apologize that your order was not cancelled before it was shipped out.  Since your order did ship, we have checked the shipment and it was delivered on 2/28.   We have requested a return shipping label to be sent to you so this shipment can be returned for a full refund.  You may review our full return policy by going to the following link: ********************************************************.
  
  If you need to reach us again, our ************* team can be reached Monday - Friday, between 9:00am - 6:30 Central Time (contact information can be found here: ***************************************************).   We hope you will give us another chance in the future.
  

• Initial Complaint

  Date:02/18/2025

  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 made a purchase of an item that was showing to be in stock on September 12, 2024. After several emails and phone calls complaining that I havent received the item, it was finally delivered on February 10, 2025. They took 4 months to deliver that item. Then on January 4, 2025 I made another purchase of an item showing to be in stock and the shipping date started at a week but every couple days it get pushed further out and is currently showing February 27, 2025. With the first item they tried to blame the manufacturer but they couldnt explain why they said they had it in stock. So just as a test I ordered the exact same item on January ****** from their competitor (Natchez) and I received it on January 16, 2025. So it took that company 8 days to deliver the same item Optics Planet has taken 2 months and counting. This is either false advertising by saying they have the items in stock or deceptive practices by taking peoples money and not shipping the items until the customer makes multiple complaints.

  Business Response

  Date: 02/20/2025

  We sincerely apologize for any misunderstanding. 
  
  We are very transparent when it comes to publishing the availability in stock of the items that we have on our website. Please note that the product's availability is listed to the right of the Add to Cart button. If it is in stock, it will say In stock or "Expected to ship within 1-2 business days". If it is out of stock or shipping from a sister warehouse, it will show the estimated timeframe for shipping.   We have located your order and the availability listed on the website at the time your order was placed for that item was ***** days. That *** has been revised and the current estimate is that you should receive this order by March 3rd.
  
  In situations when we have back-ordered items, we work with our supplier to get the shipment as quickly as possible. Typically, they provide an estimated delivery date and make their deliveries within the specified time frame. Unfortunately, though, those estimates do not guarantee the item will be delivered to us in the timeframe provided due to several factors that are outside our control. We do our best to update the *** when we get new information from our suppliers, but that can also mean the date may change.
  
  If you need to reach us again, our ************* team can be reached Monday - Friday, between 9:00am - 6:30 Central Time (contact information can be found here: ***************************************************).  
  
  We hope that the above information has been helpful and we hope you will give us another chance in the future. 
  

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22958718
  
  I am rejecting this response because:
  At the time of purchase it clearly said in stock. It didnt say check availability like it does now. Which is exactly what the order i made prior to this one. It was only after they had removed the balance from my gift card that they started to change the shipping dates further and and further out. Trust me Im not the only one that Optics Planet is doing this to. Just do a search on Optics Planet Review and you will see complaint after complaint for these same practices.  Again they have lost me as a customer and I dont want anything from them other than the item I paid for. BUT they should not be allowed to continue to do this to people. 
  Sincerely,
  
  ****** *****

  Business Response

  Date: 02/25/2025

  We are truly sorry for this inconvenience and misunderstanding. 

  Our system captures the stock availability listed when an order is placed and your order shows ***** days was listed at the time of ordering.  We have also reviewed your order once more with our ************* team and have ensured that since your shipment has been delayed, your payment was refunded and we are working to get your backordered items shipped out as soon as possible. 

  We understand that this situation has been frustrating and we apologize for the delay.
  

  If you need to reach us again, our ************* team can be reached Monday - Friday, between 9:00am - 6:30 Central Time (contact information can be found here: ***************************************************). 

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22958718
  
  I am rejecting this response because:
  Again the items in both of my last 2 orders were showing in stock when I placed the order but even if your saying you changed it to ***** days when you processed the order you still took 152 days to deliver the last order and we are currently at 66 days and counting on the current order. 
  You act like we are stupid we know what your business model is.  You get better prices from the manufacturer when you buy in bulk. You hold orders until you have a quantity that gives you a price point to reach your profit margins. The problem wherein lies when someone orders a low volume item like say a 50 **************** so it takes months to get enough orders so you can hit your profit margins which only ***** for your customers that you care nothing about.  You tried to blame the manufacturer on that order but what about my other item a .300 blackout Hexmag. Not a high volume item again but I could literally order one today from ******* and still get it before your latest shipping date of 3/10/25 for an order that was placed on 1/4/25. 
  You also have very deceptive practices with your so called free shipping and your Veterans discounts but Im not even going to go into all of that at this time.  
  Sincerely,
  
  ****** *****