ComplaintsforBear Creek Arsenal, LLC

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 12, 2023 I purchased a .410 upper. The first time I fired it the end of the barrel bulged. After 5 phone calls (left a message to call me back 4 times) I finally got to talk to a person. They sent me a return label and I mailed the upper back to them for repair. A week later I get an email that saying that I have a store credit. I don't want a store credit, I want my upper back! They never said that they we not going to repair it! If I had known that they were keeping it, I never would have sent it back. I have $200 worth of mags that are useless now.I asked the Customer Rep if I could get my upper back and he said no, once a credit is given it can't be taken back. He also said sorry so may time that it became infuriating. When I asked to speak to a manager, of course, they were too busy and would call me back. Haven't heard from him yet.

  

  Business response

  04/16/2024

  Good Morning,

  We apologize for the inconvenience, but we are not able to ship out the 410 uppers due to them being modified, we do not know how long it will take for them to be done working on them, which is why you received store credit. 

  I have reached out to our refund department, and they will be giving you a call to take your information to refund the store credit back to your card. We do apologize for the inconvenience, please keep an eye out for our phone call.   

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an item from them that was defective and could have potentially been dangerous. I have attempted to contact this business by email to customer service multiple times and only received one automated response which is; Fwd: Re: [##*******##] Your ticket has been created. this was on november 30, 2023. I have not been contacted otherwise even though i have called, left repeated messages and emails. Not very good business and i have spent well over **** dollars via multiple purchases. DISAPOINTED I HAVE TO DO THIS.

  Customer response

  02/20/2024

  you the BBB asked for clarification as to if this is the same complaint which was filed by me in December.  The answer is NO, this is the first complaint i have EVER FILED with the BBB. if you have information that i did file a previous complaint please notify me, because i have not, todays complaint is my very first ever.  thank you.

  

  Business response

  02/21/2024

  Good Afternoon,

  It was a pleasure speaking with you. I have emailed our engineers and made them aware of the solution. We will keep an eye out to make sure we do not have any issues. 

  I have keyed in a new flash hider to be shipped out to you. Have a great day sir. 

  Customer response

  02/22/2024

   
  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. I truly appreciate your help with this matter. Your quick action helped to resolve this so fast. THANK YOU BBB!!!!!!!!!!!!!!!!!

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

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction date January 18 **** purchase order number ****** reference number 200-125-5224, ***** tracking number was ************, I called the sales department spoke to a nice gentleman ordered a AR upper for the price of ****** shipped. I was provided a tracking number the day that shipping was supposed to happen but it never came. I notified them multiple times by email. They said that they track the package and put a claim on it. I asked for a refund multiple times they would not give it, I then received an email today that they credited my Bearcreek Arsenal account, the money, an account that was set up by their salesman. When I was on the phone I dont even know the password to it this time, and that I have 60 days to spend it, I believe that this is fraud and should be looked into. How can they keep money for an item that was never received or touched for all we know they never shipped it. Multiple phone calls over the last three or four days multiple voice messages Ive become very angry. Nobody responds and they will not refund my money. They will with a gift card if I want to spend it all with their company but I never received anything from them. I understand a policy , if I received the item and did not like it and sent it back, thats understandable, but how can they keep my money for blue sky that doesnt exist I never receive the item never even saw it , today I have spent the morning I have made nine phone calls there and not once got a person been put on hold disconnected reading through the Internet. Im seeing a lot of issues with this, but at the end of the day they should not be able to keep money from an online purchase that was never received. I believe that the *** could possibly get involved in this with fraudulent charges for merchandise that was never received

  

  Business response

  02/07/2024

  Good afternoon sir

  your refund was credited to the card you used to purchase the product on 2/9/24 at 12:51pm. please check with your bank as sometimes this can take 3 to 5 business days for them to release the funds back to the account 

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased item #CR9075N-308RL/ on 11/04/2023 . My customer # is ******* . I first took it out to perform the break in period on 1-4- ******************************************* I then tried to do step #2 and fire 3 rounds consecutive . This AR-10 refuses to feed or eject the shells. I have many photos and a maple to display. I have been calling them since last Friday (a week ago) , went to their customer service website a week ago filled out a form and when I sent it in received a reply retail ***** is no longer open please go to web page ., also tried to go thru a customer chat . Was told item is not able to be returned pleas call customer service. The phone rings busy constantly and if I choose tech option #2 on the phone I have left numerous calls and have never had one returned. I only wish I knew this before I purchased from this company. In my 66 years on earth this has to be the worse customer service I have ever experienced. All I want is to get what I paid for and have it feed and eject properly.

  

  Business response

  02/07/2024

  i will have a cx service rep reach out to you to help you create a return label

  Customer response

  02/13/2024

   
  Complaint: 21235026
  
  I am rejecting this response because:
  I still have not received a phone call from customer service. It would be nice to know how much longer I need to wait to speak with customer service. Also, they are expecting me to send in my +$500 item but they have yet to return any of my phone, emails ???? How do I know I will get it back if they cant contact me ?????
  Sincerely,
  
  ****************************

  

  Business response

  02/13/2024

  please check your email as a cx serivce rep will be sending you a return label and calling you to let you know that they have emailed that to you.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I can not for the life of me believe that they contacted me by text message! Their customer service is the worst, their phone numbers are always busy, even after business hours and holidays, they don't respond to voice mails left on their answering service, they seem like a company that's about to go out of business!Your not the least bit sorry Bear Creek Arsenal! You've not responded to my return, nor addressed the issue of the money owed to me from your company on a previous purchase. If anything your sorry you have to return my money. Is this how you treat customers, and customers that are fellow veterans.

  

  Business response

  02/06/2024

  I see where you emailed us asking for help with a return for your order on 1/16 and on 1/17 a cx service rep responded asking your order #, what you wished to return and the outcome you wanted in which you did not respond back to. I will have a cx service rep call so that we can issue you a return label

  Customer response

  02/10/2024

   
  Complaint: 21234548
  
   I am rejecting this response because:Bear Creek Arsenal Has not responded to my return, (Return Number ******** which is pending according to Bear Creeks Return settings menu), that I filed on Bear Creek Arsenals' website on 01/15/2024, ***** Tracking Number *************** for BC-10 | **** Winchester Right Side Charging Upper | 20" Parkerized Heavy Barrel | 1:8 Twist | **************** System | 15" MLOK Split Rail SKU: 9754N-UASCH243RHB2018P-15MSR, in exchange for BC-10 | **** Winchester Forged Upper | 20" 416R SS Heavy Barrel | 1:8 Twist | **************** System | 15" MLOK Split Rail SKU9311N-UA243RHB2018SSFUR-15MSR, nor has Bear Creek Arsenal address the money I spent on the BC-10 | **** Right Side Charging Upper | 22" Black Nitride Light-weight Barrel | 1:10 Twist | **************** System | 15" MLOK Split Rail 9296N-UASCH308RLW22110M-15MSR in Exchange for  BC-10 | **** Forged Upper | 22" 416R SS Straight Fluted Light-weight Barrel | 1:10 Twist | **************** System | 15" MLOK Split Rail 9075N-UA308RLW22110SSFFUR-15MSR whice I did receive from Bear Creek Arsenal. I had received an email from *************************** whose message I received on 01/18/2024 at 1:56 PM telling me, Thank you for reaching out to Bear Creek Arsenal.
  

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

  

  Business response

  02/13/2024

  Once the return item has been received in house processing time is **** business days to be reviewed or fulfilled. i will check with our warranty **** on your return 

  Customer response

  02/13/2024

   
  Complaint: 21234548
  
  I am rejecting this response because: Bear Creek Arsenal hasn't said if the were exchanging the **-10 | **** Winchester Right Side Charging Upper SKU: 9754N-UASCH243RHB2018P-15MSR for the 
  **-10 | **** Winchester Rear Charging Forged Upper | 20" 416R SS Heavy Barrel.

  I would rather hear from BBB as to what Bear Creek Arsenal has to say, as it would be closer to fact, I don't trust them at their word!
  

  *****************************

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My name is ******************* and on 01/29/2024, I received an AR 10 308 caliber rifle that I purchased from Bear Creek Arsenal in Sanford, **. I am a Police Officer and Firearms Instructor and I run as a business a Commerical Firearms Range here in ********. I took this new rifle out of the box and noticed that the charging bolt was extremely sticky, I oiled the rifle and fired approx. six rounds of factory military.ammo and had six failures to eject, The spent cases had to be ejected by hand. On the last round the empty case stuck in the barrel and the charging bolt is locked into place and unable to clear this weapon. Also the charging handle on this weapon appeared to be sub standard and broke off . I have made numerous attempts to contact Bear Creek Arsenal by telephone, email voice left messages and after staying on hold have been disconnected numerous times. No one will return my calls to obtain a shipping label. I discovered last night that there are 191 complaints in the last three years for the same thing, sub standard equipment and feed jams on the rifles.There has been 96 complaints in the last 12 months of failure to be able to contact this company and substandard sales. This weapon was to be used for law enforcement purposes and was def a danger to the operator by numerous malfunctions and the bolt carrier locking up into place. Could you please help me resolve this situation . Thank you. *******************

  

  Business response

  02/06/2024

  Good Morning,

  I will have a customer service rep reach out to help you with a return label 

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an AR 15 **** upper which included a 16" barrel, rail, bolt carrier group and charging handle from Bear Creek Arsenal. After receiving the upper I inspected, cleaned, then mounted it to the lower half of the *** I then test fired and zeroed the rifle, firing approximately 300 rounds thru the rifle. While cleaning and inspecting the rifle I found the barrel nut to be loose. The firing had a slight ****/flare forming on the second shoulder, the shoulder that makes contact with the inside end of the bolt carrier. Then I saw the barrel had a very small movement, only to discovered the barrel extension would turn slightly to the left then right. The barrel extension is threaded into the barrel, torqued down, then drill and pinned. There should be no movement. This is now an unsafe product that should not be used until the problems are corrected. Attempted to "live chat" BCA with this situation, got the bear bot instead. Called their number several times this week, selected "tech", got the tone, left a message. No one has called me back.

  

  Business response

  02/06/2024

  I will have one of our reps reach out to you about this concern

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Ar-15 upper for Bear Creek Arsenal 3 years ago, which has recently began to malfunction abnormally after only light use. This is the fourth time I have needed to contact this company for faulty products. There is, however, no avenue through which I have been able to successfully contact the company. I have made over a dozen phone calls, and the customer service contact page has been removed from their website, and the old version no longer works. This has left me with no way to contact anyone at the company to return the product for replacement or reimbursement. They have completely isolated themselves from dealing with customers with faulty products. This is not the only issue I have had with them. In a previous return for repair on another faulty product, I recognized the problem and detailed them with what they needed to fix. They then sent the product back to me in the same condition, with no repairs made, and claimed that it was functioning properly, forcing me to send it back again. I just want my money returned.

  

  Business response

  02/06/2024

  Good morning,

  I will have a customer service rep reach out to you to create an rma label so that you can ship the product back to us and receive your refund. 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ORDER # ********** on 12/30/23 I placed an order for a full upper assy. I received the complete wrong product. I reached out several emails and phone calls that just go to vm. no call back. a week or so later i received a random email saying a return shipping label would be sent. I randomly received this label in an email days later. An email came from some random person saying that i needed to return the item. I asked that my correct product be shipped while i ship the wrong one back. days later they emailed me and said no. I sent the product back hoping for the best. some time later, i received an email they received my shipment and to allow 14 days for them to process the warranty. I am not having a warranty issue. My fear now is they will send the same product back. I want a refund and to never do business with this company again. The sad part is i have done a couple builds with bear creek products and had minimal issues. I run a business and have never done a bbb complaint but it seems that's the only way to get someone to take you seriously with bear creek.

  

  Business response

  02/05/2024

  Good afternoon,

  I will reach out to my shipping **** to make sure that they are sending you the correct part

  Customer response

  02/06/2024

   
  Complaint: 21185722
  
  I am rejecting this response because: It has been weeks since any one contacted me. No one answers the phone or emails. I went thru all of the procedures for resolution.  This issue could have been easily resolved and was completely the fault of bear creek. I do not want to do business with this company moving forward I would just like a refund.
  
  Sincerely,
  
  *****************************

  

  Business response

  02/07/2024

  the credit was issued to your account on 2/6/24

• Initial Complaint

  01/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On December 6, 2023 I placed an order (#**********) with Bear Creek Arsenal for an item which was shipped to my correct address and the item was received. The following day, December 7, 2023, I placed another order (#********) to be shipped to the same address as previous order, and it was shipped to an incorrect address. The second order was delivered to my previous address in a different city and was delivered to that old address according to ***** Tracking. On December I sent a letter to Bear Creek advising them as to what I believe had occurred and asked them to ****** item to my current address which I again provided. I also sent emails and have called numerous times and left messages. To date, I have received no response.

  

  Business response

  01/18/2024

  Good afternoon

  I will look into your concern listed above and have a customer service rep reach out to 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. ↩