ComplaintsforTactical Traps

• Initial Complaint

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife bought one of their least expensive units for me for Xmas We moved in February, so I did not examine the unit until we were settled in May and I wanted to set it up Does not close or open.Customer service said because it had been over 30 days, my only option was to buy a new latch and see if that worked.at this point, I consider it kindling

  Business response

  09/06/2024

  Hi ***, I'm sorry you've had trouble with your shelf.  I've reviewed your email correspondence with our staff and see that the shelf was purchased in December of 2023 but remained in the box until you moved in June of this year.  
  
  When installing the shelf you then had trouble with it closing and after some reluctant troubleshooting it was determined that the latch was damaged in shipping.  Unfortunately we're only allowed 30 days to report shipping damage and claim that damage with the carrier.  At the time you contacted us the order was more than 180 days old.  This timeframe also exceeds our 30 day money back guarantee making the order too old to be returned for a refund as you requested.
  
  We did suggest purchasing a new latch and if you'd like to order that part we do believe this will resolve the issue of the unit not closing.  If you need further assistance please let us know.  We're available by phone at ************ or you can email **********************************

  Customer response

  09/06/2024

   I am rejecting this response because:
  There was no damage in shipping.

  The problem is with the actual product

  
  

  Business response

  09/09/2024

  Hi ***, I understand you feel that the unit was not damaged in shipping.  It is our policy to submit the damage claim and allow the carrier to decide fault.  
  
  We purchase additional insurance on these packages because the carriers have acknowledge fault and pay out the damage claim.  Unfortunately we were not able to do that with your order because you contacted us more than 30 days after the deliver date. 
  
  I've seen the email you sent with the pictures of the damage and agree with our initial assessment that the damage was caused in shipping.
  
  We did suggest purchasing a new latch and if you'd like to order that part we do believe this will resolve the issue of the unit not closing.  If you need further assistance please let us know.  We're available by phone at ************ or you can email **********************************

  Customer response

  09/10/2024

   I am rejecting this response because: The box was in perfect condition, no evidence of damage from shipping.

  It was bad when it was packaged!
  
  

  
  

  Business response

  09/10/2024

  Hi ***, I understand you feel that the unit was not damaged in shipping.  In the last 9 years that we've been shipping these units we have seen multiple units damaged in shipping where the box shows little distortion.  
  
  We quality control every piece before it leaves our warehouse.  I'm sure you've seen the initials and number stickers marked on your unit.  Those indicate it's passed every level of QC before being packed. 
  
  As stated in our last reply, it is our policy to submit the damage claim and allow the carrier to decide fault because the carriers have previously acknowledged fault and pay out the damage claim.  Unfortunately we were not able to submit a damage claim with your order because you contacted us more than 30 days after the deliver date.   
  
  UPS, *********** have all reviewed our packaging and have decided it meets their standards but they've also all claimed the damage as their fault.  Conveyor belts with heavy vibrations, jams on those conveyor belts, rough handling by employees or dropped items have all been stated by the carriers when damage claims are processed. The latch you selected during checkout is made of plastic and it is possible for plastic latches to be damaged in shipping. 
  
  I've seen the email you sent with the pictures of the broke latch and agree with our initial assessment that the damage was caused in shipping.  I'm truly sorry the item arrived damaged and if you had contacted us within 30 days we could've started a damage claim and replaced the unit.  
  
  At this time we suggest purchasing a new latch and if you'd like to order that part we do believe this will resolve the issue of the unit not closing.  If you need further assistance please let us know.  We're available by phone at ************ or you can email **********************************

• Initial Complaint

  08/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Tactical Traps sold me one of their concealment gun safes to be mounted on a wall and with a foam insert for securely placing the weapon (and magazine) to be stored in the safe.Their installation instructions for this product are very poorly organized / scattered around the website and do not provide a comprehensive overview of all necessary steps for properly installing the device. In particular, I followed all of their available directions for the steps of installing the included LED light and cutting the retaining foam, and after following all published guidance (or lack thereof), I discovered that the safe does not close fully due to the combination of the width of the weapon being stored and the location of the locking mechanism.In order to properly avoid and address this issue, there would need to be documentation somewhere on the website that shows what areas of the foam insert plus any items stored in the safe need to be under a certain total height in order for the safe to close properly given the location of the locking mechanism. Without this information, I made the necessary cuts into my foam insert as well as s******* in the included magnet to the bottom of the safe (a permanent change to the safe), and now my safe will not close with the weapon inside. The weapon is a "1911"-style pistol by ******************* which is a well-known and common form factor pistol, so there is nothing abnormal about the item being stored or its width.I contacted customer service and received very dismissive responses, requiring that I purchase a new piece of foam, and I still never received any actionable/practical information that would allow me to determine where the gun needs to be located on the foam insert in order for it to be possible to close the safe door. I believe it is an extremely poor business practice to fail to document this issue properly and then expect customers to pay additional fees for more foam to "guess" at how to install the item correctly.

  Business response

  08/29/2024

  Hi ******,

   

  I tried calling and left a voicemail.  In regards to the magnet, you should be able to reinstall in the area behind where the firearm is placed.  The unused hole, can be filled with wood putty and the foam insert will cover it.  
  
  In regards to installing the firearm in the Liberty 16s, you will place the firearm towards the far back left or far back right of the foam. You want to leave the middle area of the foam open where the lock is located.  You will trace the firearm, then test to make sure that when the foam is cut it does not come into contact with the lock.  Once you have found the spot you can install the magnet, then cut the foam.  Same thing with the light, you want to make sure wherever it is placed it is not in the way of the firearm or the lock.  

   

  Please let me know if this is a  sufficient explanation or if you have other questions. 

   

  Thank you for being a valued Tactical Traps Customer,
  Bree

  
  
  

  Customer response

  09/08/2024

  Hello,
  I received the follow-up message regarding how the firearm is to be placed in the foam insert to avoid blocking the safes lock, but I am unclear on the instructions. Specifically, "You will trace the firearm, then test to ensure that when the foam is cut, it does not contact the lock." Does this mean I should somehow trace, pre-cut, and magically test the foam for placement without actually cutting it first? The firearm's varying width makes this approach unreliable. Just because the outline avoids the lock doesnt mean the foam cutout will fit properly. I can't see the foam inside while closing the lid, so I'm not sure how Im supposed to test if it interferes with the lock. Wouldn't it make more sense to trace the locks position on the foam first?
  Additionally, I still don't know if the company will send the replacement foam, which was initially offered with a $10 discount. I also need replacement adhesive for the LED light and wood putty. If I don't hear from the company, I will likely buy compatible foam, putty, and adhesive from Amazon. Im left uncertain about whether a standard 1911 will even fit in this safe as promised, or if further attempts and expense are required to make it work. Given that the company knows exactly which weapon Im installing, they should have provided precise measurements or instructions regarding how to cut the foam for proper fitment.
  I will wait 48 hours before purchasing supplies myself.
  Regards,
  ******

  Business response

  09/09/2024

  Hi ******
  
  We show a picture of the weapon installed on our website, in our installation instructions and in several videos on our site.  You can find those pictures at:
  *************************************************
  ******************************************************
  *****************************************************************
  
  Or using the ** code that was sent with your shelf.
  
  I'm sorry you're having so much trouble with these instructions.  Cutting the foam to your gun is not a service we offer nor can we provide precise measurements to every customer for every weapon placed in the wide variety of shelves we offer.  This is different for every customer.    
  
  You provided us a picture of the foam insert with an imprint of the lock pressed into from the unit being closed.  This should tell you any items placed here will bump the lock. 
  
  I'm sorry but we can not send free replacement parts.  We did offer you $10 off the foam insert and you can order that from our website using the coupon code provided.  We will not share that coupon code on a public forum for anyone to use.  The LED can be remounted with double sided tape and putty should not be needed. 
  
  If you need assistance placing the order please contact us at ************ or by email at ***********************************

  Customer response

  09/09/2024

  The information provided is insufficient, dismissive, and borderline condescending. I did not request Tactical Traps to cut the foam for me. I do expect them to provide adequate installation instructions and, having failed to do so, the necessary components to enable me to make another more effective attempt at the installation.

  First link is a generic picture of a gun in the safe. This tells me nothing about the proper fitment for my weapon as the business themselves admit, every weapon is different, so how does this photo help or indicate anything

  Second link has the attached text instructing the user to place their gear wherever they like. No mention of fitment considerations with regards to the lock. So, I placed it where I felt it most aesthetically pleasing, followed the instructions, and the product failed to function.

  Third link didnt open for me.
  

  The foam insert imprint from the locking mechanism is not a reliable indicator as to where the weapon can be placed, given that the foam has already been cut now, the issue is one of three-dimensional fitment, and the foam location when mounted in the safe can deviate from how the foam was placed in the safe when it was shipped.

  No surprise that the company has not offered a refund/return for the safe given that they will not even offer a free piece of cheap-o foam to fix this issue.

  It appears Tactical Traps is not willing to resolve this in a manner satisfactory to me. I consider the matter concluded with the official request that my complaint remain as a permanent unresolved dispute with TT.

  Business response

  09/10/2024

  Hi ******, per our terms of agreement the item can not be returned or refunded once altered.  I've gone back through your email correspondence and wasn't able to find a email from you with questions in regards to the unclear instructions before cutting the foam or installing the LED.  Once we received your email we provided a solution but again we can not send free parts.   
  
  We stand behind our previous replies to this dispute and the solutions that were provided.  I'm sorry you do not find them satisfactory.  We have followed all of our policies stated in our terms of agreement regarding this.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horrible unit. Did not work properly from beginning. Trapped two guns inside for months. Had to pry it open. Sent email to company and they play ignorant and claim not to find the purchase. I sent a photo of the purchase order and the unit. Thanked me and said it appears to be working since I pried it open. Ridiculous

  Business response

  06/12/2024

  Hi ******, I've reviewed your email correspondence with our staff and unfortunately we will not be able to send you an exchange or replacement.  If you'd like to send the shelf to us we can help get it repaired.
  
  Your order was placed in November ************************************************ calls from you regarding the unit not working.  The emails sent June **************************************************************************************************************************************************** the future.  
  
  Our parts are guaranteed for 1 year and if you had contacted us during that time we could've had the lock shipped to us for testing and replacement. At this time, if you feel there is still a problem with the lock, we recommend that you replace the lock.  A link was sent to you if you'd like to proceed with that option and install the new lock. Or you can send us the shelf and we'll install the lock.  You would be responsible for shipping both ways and the cost of the lock.
  
  Our email correspondence ended with you stating: "No I will not be putting anything in it again. It is defective and going in the trash. I get what you are saying so I will not be looking for any further help or exchange."
  
  If you change your mind and would like our help repairing the unit please let us know.
  
  Thanks
  ******
  Tactical Traps
  ************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Husband purchased shelf roughly a month ago. Shelf came in within decent amount of time we received shelf on March 13th and we were communicated to in a fairly quick manner regarding updates so I will give them that. My husband was very excited about this purchase and we had high hopes when taking it out the box, very pretty. However upon receiving shelf it has been giving us issues since the very second we unlocked it. The shelf is much smaller than advertised which isnt the biggest deal I suppose but the latching mechanism does NOT work, the shelf gets stuck closed every single time you close it additionally it refuses to shut at least 3/5 times trying to do so. The return policy states they do not accept the return if its been used or mounted but you wouldnt realize the issues until you used it first time. Which of course we then realized the parts are cheap and plastic. We are very displeased with this purchase all together and hope to save others from making same mistake due to false advertisement. Shelves are cheap and DO NOT WORK.

  Business response

  03/22/2024

  Hi ******, we're not able to locate an order under your name, email or phone number.  We did try calling a couple times.  A voicemail was left on the first attempt to call and the following attempt resulted in a message stating our number was blocked by the receiver.  
  
  We're also not able to find any previous communication from you regarding the problems you've stated with the unit.  We'd like to help get this resolved but will need a way of contacting you.  If you'd like to send a phone number that can be called our staff will reach out.  Or you can call us at ************ or send an email to **********************************.
  
  Is it possible the foam insert was placed too close to the latch?  Do you have weapons or accessories in the shelf that could be bumping into the lock or LED light?  If you can email us a video of the unit opening and closing we can help troubleshoot the problem.  That can be sent to **********************************.
  
  We'll need this video and to attempt troubleshooting before we can submit your refund request to management for approval.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Gun shelf I bought did not work from the second it was pulled out of the box. HORRIBLE build quality, low quality plastic parts. These are not what they are advertised to be. No mounting system whatsoever, they just tell you to run screws through the back. The back portion that mounts to the wall isnt even wide enough to mount on 2 studs. I would like to help people from making the same mistake of buying from Tactical Traps.

  Business response

  01/30/2024

  The shelf this customer ordered is one of our smallest units and it does not mount to two studs. For stability our items are mounted similar to mounting a kitchen cabinet and require the customer to mount directly into at least one stud with anchors on the opposite side when mounting the small units that are not long enough to mount to two studs. Written and video instructions are provided for mounting all of our products.

  We also offer a ***************************************************************************************** refund as long as it has not been used/altered.

• Initial Complaint

  04/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased one of the trap clocks as a Christmas gift for my husband in the middle of December. They charge your credit card upon order as it is supposed to be handcrafted in *******. After months of emails, phone calls, excuses I received my product in April. Upon opening the box I could quickly see how poorly the clock mechanism was. The hands had detached from the holding tape and were bent terribly. One would guess that the hands came from ***** and are the absolute flimsiest product. Needless to say the hands dont work because they are too bent and flimsy. They just fall to the bottom no matter how much I try to tighten and straighten them. Then the clock came with no directions for the trap. I am working on trying to locate some but would rather poke my eyes out than work with the customer service department or the manager. My recommendation is DONT BUY FROM THIS ******** COMPANY!! They are not worth the headache or the crappy product they put out!!!!

  Business response

  05/11/2023

  There have been several emails and attempted calls to the customer to assist in resolution and we are willing to assist the customer with this order:

  Email sent:

  2 months ago (Thu, Mar 2 2023 at 2:52 PM)
  
  To:************************
  Hi ****,
  
  I am having another clock sent out to you. I am so sorry the package was lost in transit. I have already filed a claim through **** Your replacement clock will be completed and shipped out to you by Wednesday March 8th. Please let me know if I can be of any further assistance and have a great day!
  
  Thank you for being a valued Tactical Traps Customer,
  Grace

  Phone: ************
  Visit ** at Tactical Traps
  FAQs  |  Installation Videos  |  Quick Start Guides
  Follow **  Facebook  |   Twitter  |  Instagram

   

  Email sent:

  13 days ago (Fri, Apr 28 2023 at 2:49 PM)
  
  To:************************
  Hi ****,
  
  I'm very sorry to hear that you are so unpleased with us and that you had such a bad experience. I understand that it is very frustrating to order a product and not receive the delivery on the expected delivery date. Unfortunately, these things do sometimes happen. We filed a lost package claim through *** and shipped a replacement. Upon tracking the replacement I see that it delivered on 4/12/23, I hope that the replacement delivered in good condition and that you are finally enjoying your new clock. 
  
  
  Please let ** know if your order did not deliver in good condition, we only have 30 days from the date of delivery to address any issues with ***. If you have any additional questions, concerns or need further assistance with your new product feel free to reach out to **, we're here to help.
  
  Thank you for being a valued Tactical Traps Customer,
  ****
  Office Manager
  Phone: ************
  Visit ** at Tactical Traps
  FAQs  |  Installation Videos  |  Quick Start Guides
  Follow **  Facebook  |   Twitter  |  Instagram

   

  Email sent:

  10 days ago (Mon, May 1 2023 at 4:36 PM)
  
  To:************************
  Hi ****,
  
  I called and left you a voice message, I would like to further assist you in any way that I can. I believe that there is some communication missing here that is causing some confusion. I see that we shipped the first item and that it was lost in transit and then we shipped a replacement that delivered on 4/12/23. Are you saying that the replacement delivered with damage? If so, will you please provide pictures of the 2nd item so I can look further into this for you?
  
  Thank you for being a valued Tactical Traps Customer,
  ****
  Office Manager
  Phone: ************
  Visit ** at Tactical Traps
  FAQs  |  Installation Videos  |  Quick Start Guides
  Follow **  Facebook  |   Twitter  |  Instagram

   

  Email sent:

  a few seconds ago (Thu, May 11 2023 at 11:26 AM)
  
  To:************************
  Hi ****,
  
  I called and left you a voice message again today, I'm very sorry I missed you and will attempt to call you back this afternoon. I see that you did speak with one of our staff yesterday and she emailed a PDF copy of the instructions for the unit you purchased; I'm very sorry if those were not included inside the package.
  
  
  I'm happy to assist you in anyway I can to troubleshoot and make sure the item is working properly.
  
  Thank you for being a valued Tactical Traps Customer,
  ****
  Office Manager
  Phone: ************
  Visit ** at Tactical Traps
  FAQs  |  Installation Videos  |  Quick Start Guides
  Follow **  Facebook  |   Twitter  |  Instagram

• Initial Complaint

  03/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On January 29th, 2023, I ordered a shelf from Tactical Traps, (Item: Patriot 35S - Original Early ******** Finish), with a hidden trap door that would conceal several firearms, build time is estimated to be 14 days. On February 27th a shipping label was created but as of March 14th *** has not receive the item for shipping.March 14th, I called support and was told that a new product would be shipped out in about a week.It supposedly takes 14 days to create the product and a new product was to be shipped in a week!I do not trust this company and simply want a refund of my purchase price.

  Business response

  03/16/2023

  Hi ****, We appreciate your business and patience in this matter. I'm sorry your order was lost in transit, we filed a claim with *** and made your order a priority pushing it to the top of our ship list. Your order has already been reshipped and is in transit, your *** tracking:
  
  ******************
  Estimated delivery
  Monday, March 20 by 7:00 P.M.
  
  Please let us know if we can be of further assistance.

  Customer response

  03/17/2023

   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.

  
  

  Thank you.

• Initial Complaint

  02/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered 12/26/22 from TacticalTraps.com and over 60 days later still waiting for something to happen. Simply says awaiting fulfillment. They responded once stating my order would ship first week of Feb. but that came and went. No order and no response. Certainly feeling like a scam. Very unhappy. Desired resolution? Ship my order or fully refund me.

  Business response

  03/02/2023

  Hi ***** - our sincere apologies, our records show that your order has already shipped. However upon tracking the shipment we can see that it did not deliver. We have started a claim with *** for the lost package and will have a replacement shipped out to you on Monday. I will also send you through private email your new *** tracking number. Thanks, ****

• Initial Complaint

  02/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered one shelf, unpainted, on Jan 27, 2023. Just after paying, a popup came that asked if I wanted another. I purchased another. That one came 2.5 weeks later. The first STILL has not arrived. Today is Feb. 27, 2023. Got an email saying they were behind in orders and hiring more people, yet, they are adverstising ALL over the place. On ********* on ******** everywhere.

  Business response

  03/02/2023

  Hi ******, I see that you did place two orders on the same day and one of them shipped much quicker than the other. It's possible that there was an order cancelation that allowed us to ship one item quicker than the other or that we were waiting on delivery of parts for the other. When a customer places an order for multiple units we do not hold completed units back from shipment while waiting for the rest of their order to be completed for fulfillment. Our records show that your second order was completed yesterday and that the item is now packaged and awaiting *** pickup this afternoon. An email has been sent to you with your new *** tracking number. Please let us know if we can be of further assistance. Thanks, ****

  Customer response

  03/04/2023

   I am rejecting this response because: I had to write several times and call several times. I had to file a complaint with the BBB. Yes, I received the package today, 3.4.23 after having placed it 1.27.23. I have and will continue to warn others about your lack of timeliness. None of this complaint was about the one I received 2.5 weeks after the order was placed. It was about the first order. You shouldn't be advertising all over the web for your products if you can't meet the demand. 
  
  
  

  Business response

  03/15/2023

  I'm very sorry to hear you feel that way. All of our orders are hand made to order, assembled pieces and not pre-manufactured. Our normal build time is approximately 14 to 17 business days, some items may take less production time others a bit more depending on the type of unit ordered. We also stand behind our guarantee and if a customer contacts us within 30 days of delivery because they are unsatisfied with the quality of the unit we will make it right with them. Please let us know if we can be of further assistance.

  Customer response

  03/16/2023

   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.

  
  

  Thank you. I detest they can get away with taking orders and not sending them out for 2 months. That isn't right. But I'm done with this company. 

• Initial Complaint

  02/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with tactical traps on January 31, 2023 (order #*****) the amount of $378. As I had received no communication from them other than my order confirmation the same day, I contacted them after 14 business days in an attempt to determine when it will be shipping. I was told I had to wait until after 17 business days in order to get a response. Repeated attempts to contact them by phone since the 18 day **** have proved unsuccessful, as no one is answering the phone during their normal business hours and they have their closed message answering, simply repeating their normal business hours and email address. Emails have not been responded to either. Now contacting my card issuer to have the amount refunded since they obviously have no intention to respond my concerns. I suggest anyone else in the same position do the same. Tactical traps choice to be noncommunicative with clients after taking monies on a pre-order basis is inexcusable.

  Business response

  03/02/2023

  We did receive an email on 2/27/23 and we not only replied to that email within one business day, we also called and left a voice message with you. There were no messages received from the you before this date. We have since spoken on the phone and your order has been shipped per that conversation. Please let us know if there is anything else we can do to assist you.

  Customer response

  03/03/2023

   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.

  
  

  Thank you.

*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. ↩