ComplaintsforAmerican Outdoor Brands

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 30th, 2024 I ordered a Primate grill from this company. It was shipped and had a defective part (one of the k**** was broke). I immediately contacted support and a new part was promised ( ref:!00D6A038QrJ.!500Uj08B0bE:ref). After many emails back and forth the part never showed up. They now have stopped responding to me. I called the support # in early July and was promised a call back and resolution. 2 weeks have passed and no one has contacted me. I request that this part be shipped or a full refund issued.

  Business response

  07/29/2024

  The item the customer needed was out of stock and as of today, they are not scheduled to be in stock until September. We have pulled the parts needed from a full unit and it will be shipped out today. The tracking number for the replacement parts is:

  1Z63574E0398402855

  We have also begun the process to give the customer a partial refund for the inconvenience that they experienced.  

  Customer response

  07/29/2024

  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

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The product I am complaining about is the Bog Deathgrip Infinite in aluminum. I used the product for coyote hunting and the second time I used the product which was brand new out of the box, the locking ring that secures the leg in position came loose and the entire leg separated from the product, making it useless until I repaired it. I wrote a review on the company's website stating my displeasure with the item, basically saying that the item was junk and that the company should be ashamed to charge such an exorbitant price for something that had a lifespan of approximately 8 hours. The company moderated my review and didn't post it. It seems like the company is preventing others from reading actual reviews. I have had zero contact from the company to rectify the issue with my product.

  Business response

  04/04/2024

  The review was rejected automatically based on key words left in the review. Our customer service team was never contacted with any warranty concerns. We don't have a record of phone calls or emails regarding the issue. I will be reaching out directly to address whether the item is covered under our warranty. 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  - Date of transaction: 12/21/2023 - Item purchased: ******* Master Roll Pin Punch Set - Complaint: -- No confirmation email or sales receipt that I even made the purchase. I know I made teh sales receipt, but I want the electronic proof that the sale was successful. Without that e-receipt email, I can assume that nothing was charged to my card. And nothing was charged for a long time. This is important during the holidays so we can keep track of all gifts -- No contact info at all to track the package -- Because I had no charges, I assumed the sale failed, so I went and purchased from Amazon -- Suddenly the product I purchased from AO Brands shows up out of nowhere. Still with zero information to contact anyone. -- Emailing American Outdoor BRands in the Contact form does nothing. -- Calling them only allows you to talk to product support, HR, Corporate. No answers or returns

  Business response

  01/11/2024

  Documentation was submitted to refund the customer, while allowing him to keep the product we sent him for ******* order: WL00189441. Case: CS-01221214 will be resolved when the refund goes through to the customer's card. 
  

  Customer response

  01/11/2024

  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

  12/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on 11/26 (#MT00185261) and received an email confirmation. It states within 5 business days a response with shipping details would be sent by email. Today makes 11 business days and no emails. I called earlier today and it stated there are 5 callers ahead of me so I waited 20 minutes then selected the option to be called back. Of course I never received a call back so after 3 hours I called back and told my place in line was held and... there are 5 callers ahead of me. Wait, after 3 hours there are still 5 other people waiting ahead of me. Of course I don't believe it. This is a Christmas gift, if I am not going to receive it in time, I would like to know but regardless I want an update.

  Business response

  12/12/2023

  The customer's order has shipped via UPS: 1Z63574E0397354785

  Customer response

  12/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** North

• Initial Complaint

  12/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a knife set from MEAT! And was charged for it. Its been 2 weeks and havent heard anything. Ive called 3-4 times daily to find out the status with no answer. I have submitted customer service requests and emails daily with no response. Their website says they ship products within 3-5 days. I would just like an update on the status of my order. I have already been charged

  Business response

  12/07/2023

  ******* was able to make it through to our support line and was provided the information requested in support claim: CS-00777339.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a sausage stuffed online 11/26 and never received any information confirmation on the purchase waited a day to see it had failed transaction online so I attempted to contact company. It shows a new order started n in processing . I've attempted to cancel order but no one answers calls, emails messages or FB messenger off their site . I would like a complete cancellation and full refund but can contact literally no one.

  Business response

  12/02/2023

  Responded to customer claim: CS-00759065. Order is shipped out, so we are unable to cancel it at this point. I extended the offer of a return for refund or the ability to provide a steep discount on any additional products the customer would like.
  

  Customer response

  12/04/2023

  I have been contacted by the company and the issue has been resolved.  Thank you. 

  Customer response

  12/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a set of Caldwell E-Max PRO hearing protection in Sept 2022. I use them on average of 4 days per week. In July of 2022, I began to notice the ear pads were cracking and not creating a seal. I contacted the company on Sept 1, 2023 to inquire as to how I would acquire replacement ear pads. I finally received a reply on Sept 6. I was asked to send pictures of the product. I did so. I was told by "******" that an order for replacement was placed for replacement on Sept 7. On Sept 11, I received a battery cover for a completely different hearing pro model. I asked what in my email led him to think that is what I needed, since the need was CLEARLY stated and photographed. It was the ear PADS...... He apologized for the misunderstanding and stated the CUSHIONS (PLURAL) had been sent out on Sept 12. On Sept 18, I received a single ear pad! ONE! I advised him that I wanted to be contacted by a manager, yet no one has contacted me nor responded. At this point, I believe it would be reasonable to completely replace the hearing protection with a better unit, as they obviously don't have parts for this one!

  Business response

  09/20/2023

  Case: *********** has been taken over by myself, the Supervisor, as well as responded to and resolved. I have placed the order to send out the other ear pad the customer requested. 
  The customer never requested that the hearing protection be upgraded in his responses to the case. He will not be given a new set, as replacement parts for his set are available. Below is the explanation I provided:
  
  "I apologize for any delay in response. ****** believed this case was resolved when he sent the correct part number out, and closed it. He is still very new to our team and was under the impression that the part number was for a set of ear pads, not an individual. Sorry the case wasn't responded to on Monday, when you requested escalation. ****** was still the case owner when he left for his honeymoon, so nobody saw your email response. I will take over your case and sent another ear pad to you now."

  Customer response

  09/20/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  The company "representative" is attempting to make it sound like I had some fault in this. Then, they are passing the blame off on a "new" employee. When one of my team screws up, I don't redirect the blame from leadership. I see this is a practice at this company. 

  Also, it is correct that I did not ask them directly for a replacement set of hearing protection. That would be the least they could do, as stated in my BBB complaint, based on their terrible customer service. I made them aware of the issue three full weeks prior to today. 

  In my line of work, I am asked often what hearing protection and many other shooting supplies I recommend. From this day forward, it certainly won't be ********, and the reason will be made clear. 

  The same will go for all other brands owned by American outdoor brands. If I can discourage a few to buy from a better company that puts customers at the forefront (which is a certainty), then I will have done my job.

  I appreciate the representation from the company making my future shooting equipment, and other outdoor gear, choices much easier. 

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

• Initial Complaint

  05/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The product purchased was a battery operated Bubba fillet fishing knife. After about 30 uses, the knife wasnt able to be shut off without removing the battery from the unit. It appears that the button used to start/stop the knifes operation has malfunctioned causing a great safety concern as well. I contacted the manufacturer and explained the issue. They requested additional information about the knife(model number, etc.) which I provided to them immediately. Since that time they have not responded any further despite my emailing them a few times asking for an update. This knife was over $100.00 and for it to become inoperable after using it approximately 30 times is frustrating. I was just looking for assistance with the problem but the company is now completely ignoring me.

  Business response

  05/31/2023

  I was able to locate the case for the customer. We are behind on our emails but will hopefully be caught up by the end of the month. I have sent an email to the customer and will be taking care of their knife issue. 

  Customer response

  06/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that IF I RECEIVE THE REPLACEMENT KNIFE AS PROMISED, this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Customer response

  06/08/2023

  I have received a replacement knife from American Outdoor Brands and am completely satisfied with the result to this issue.   This case can be closed.

  Thank you for your assistance in resolving this matter!

• Initial Complaint

  05/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a dehydrator in November 2022. It quit working 2 months later. I requested a full refund in January, and the company agreed to issue a full refund of $222.59. It has been 4 months since I shipped the faulty product back and I still haven't received a refund.

  Business response

  05/24/2023

  We transitioned to a new ERP and it but a significant delay in our refund process. This customers credit has been processed and if he doesn't have it yet he will soon. We had to process his refund as a check and it has been sent out. I have attached a photo showing his check number. We have contacted the customer and let him know that his check is on the way. 

  Customer response

  05/25/2023

  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. I received my refund after the complaint was filed. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  No one ever responds after multiple inquiries:UST Brands Customer Support Mon, Jan 23, 11:41?AM Hello and thank you for contacting UST. Case #CS-00535281:"30 Day Duro Lantern Not Working" has been created and a customer service representative will respond to you as soon as possible. Case #CS-00551478:"Can't get a response on Case #CS-00535281 after Many inqui res" has been created and a customer service representative will respond to you as soon as possible. UST 30 Day Duro LED Lantern 02/16 Model Number...can't find one on the product ***************************** ******************************************************* ************ ************************

  Business response

  03/13/2023

  We have pulled the customer's inquiry out of the queue and responded to it. We cover multiple brands and have been working diligently to catch up on all the inquires. Sorry for the delay. 

  Customer response

  03/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

*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. ↩