ComplaintsforHERO Defense Systems LLC
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Complaint Details
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Initial Complaint
01/03/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I placed my order for my father **************** on 12/12/22 the money was taken from my account immediately. I received a mass email on 12/14/22 stating that all employees had been sent home sick. I emailed the company on 12/22/22 asking when my item would ship. I never received an answer back. On 12/23/22 I received a mass email stating they sent home employees for Christmas. I called twice after Christmas and before Christmas and left a message and still have heard nothing. $398 is gone from my account and no response from the company. I made a complaint with my credit card company. I want a full refund and to never deal with this company again.Business response
01/04/2023
On the first of December we placed a notice on our website stating all orders would be subject to a 4 week shipping delay. This notice was placed in a banner on the top of every page, and as a larger banner on the checkout page (see attached shop screenshot). The customer ordered Dec 12, putting the 4 week deadline to ship at Jan 9th.
Unfortunately the customer's earlier email communication sent on Dec 22 did not come through to our inbox (see attached inbox search result).We can see the customer called on Dec 22 and hung up, then on Dec 30th at 1:19 PM called and left a message (see attached phone record). This was the Friday prior to New Years and our company worked a half day, so we received this voicemail after the holiday and responded to it as soon as we were able, Jan 4. The order was cancelled and refunded (see attached order screenshot). The customer has been sent an automated cancellation notice, and an explanation email.
Customer response
01/05/2023
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 will never buy from this company again because they are liars. I never received a response after leaving a voice-mail. The only reason I received my refund is because I contacted the BBB. The email came across with a totally different attitude see attached file. Thank you BBB for helping me
Sincerely,
*******************************Initial Complaint
12/17/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought a self defense product from Hero approximately 17 August 2021 order # ****. The launcher for the product they sent is broken. It only fires one projectile instead of the two it's supposed to fire. I emailed the company Adam I**** responded with instructions. Finally on 9 September Adam said they would send me a new launcher. I waited over a month, nothing came. I emailed again and asked for my money back, I bought the professional package which costs three hundred and fifty nine dollars. . On 27 October I got a call from David from the Company who said they would reimburse me. His # 1(***)********. I said I would send their product back but needed special stickers from them because it has nitrogen cartridges. I waited two credit card billing cycles and their hasn't been any reimbursement.Business response
08/16/2022
Consumer Response /* (2000, 19, 2022/06/28) */ ********** Mon, Jun 27, 3:43 PM (17 hours ago) to me Hi ******, this is *** ******. I'm sorry that I forgot to tell you that I was reimbursed on my April credit card statement for 349 dollars from the Hero company. They didn't reimburse me for the forty one dollars and sixty six cents that it cost me to ship it back though. I thank you so much for your help. This is the second time I've had to use the BBB and have had great results. Thanks again. ***
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Contact Information
Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.