ComplaintsforSafe Life Defense, LLC

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bullet proof vest for work in law enforcement and found the size I ordered was too small. I went with the other size of XXL and it was too big. After only wearing it for four days they denied the exchange for an XL because of the wear of the vest. There couldn't be enough wear for 4 days. Another Deputy in my department tried their vest, and they said the same thing to them although they only tried it on and put it back in the box. They have a 30 day fit policy, but don't stand by it. A XXL vest that is too large will not provide full protection from a bullet or knife attack.In June 2024 I submitted a claim with PayPal, and Regions because they kept the vest and they kept the money. They advised if I cancel all investigations into their company they will send the vest. However, they have not issued a refund for the money. All I want is my money returned and they can keep the vest and poor service. When asked about their attorney's information they refused to provide it. Until the case is resolved I should have the vest as they refuse to refund the money.

  Business response

  07/22/2024

  Hello *****,
  
      Thank you for bringing this to management's attention. We have done an investigation into the points you have made and found the following.
  
  1. Exchange of Vest:  Attached is a photo of your armor that was being exchanged.   As you can see there is clear wear from the 4 days of duty use including in use in the rain as you had mentioned.
  
  2. Exchange Policy:  As you have pointed out we do indeed have a 30 day exchange policy.  A short version of that policy is found on every product page. I have also attached the Return and Exchange policy that is linked in the footer of every page. In every instance you'll see that it states "your gear must be in new, clean, resalable condition". Because the item was clearly used it was not eligible for an exchange.  An easy way to look at it is to consider if you would be happy in the event you purchased a new vest and were sent the item you had returned to us. 
  
  3: Vest sized too large wont provide protection:  Armor of any size will provide protection that its rated for regardless of how it fits on the body. There's absolutely no worries there.
  
  4: The vest has not been returned to you:  I checked with our team and it is correct that the vest has not been sent back due to a chargeback being initiated for the product while the vest was being sent back to you.   When a chargeback is initiated the funds are immediately removed from our account and you are credited. Until the chargeback is resolved our hands are tied. It is as if you have returned the product.   If the chargeback is cancelled or awarded in SLD's favor the vest will be returned to you.  Until then, we cannot ship it back to you.   I think you would agree that receiving a full refund and keeping the product is not a reasonable solution.
  5. Refund: In the event that this item was acceptable for return we would no longer have that capability due to the chargeback. Essentially, you have already received a refund pending the credit card issuers investigation. Our hands are tied which is what customer service has been 
  Unfortunately, due to the above, there's no action that can be taken at this time as you have a credit for the full order via the chargeback. If you have any other concerns I would be happy to look into them and to address them however possible. 
  Thank you.
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have tried many times to order the ultralight concealable carrier for my hyperline panels that I received and every time they have stated that ***** is available to take the order. They said that someone would call me back to help me with the order however noone ever called me.

  Business response

  07/04/2024

  Hello *****,

  
     I appreciate you bringing your concern to our attention.   **************** is of the utmost importance so we take these reports very seriously.   I looked through our system and it appears you did reach a customer service representative that was unable to take your order but later that day you spoke with ****** who took you order over the phone.  After that there were a few other conversations with our team on June 3rd and June 14th. An voicemail left on the 14th but the return calls were noted as not going through (one ring straight to voicemail). However, later that day you called in again up and spoke with another representative.  I do see a couple other conversations as well on June 18th.  
  
  
  I want to help you as much as possible as your experience, business and trust in Safe Life Defense is of the highest priority.   I am just a bit confused as to the problem and how we can resolve it since there were quite a few conversations. Any additional insight would be appreciated on how we could better assist you.

   

  Thanks!

  ****

  Customer response

  07/08/2024

   
  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 am satisfied with the response from the business

  
  

  Please close the complaint

  
  

  thank you

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

• Initial Complaint

  04/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered FRAS vest on 04/082024. Received notification from the SAFELIFE that the order # ******* had shipped through **** on04/10/2024, provided a tracking number and said the estimated delivery was 04/16/2024. Every time I checked with **** it showed the package still in *********. Called the company, they told me that I would have to file a claim and that I would receive docu-sign documents regarding the loss. I told them that was not satisfactory since I had never received the product that nI ordered and that they should ship me a vest with expeditedm delivery.

  Business response

  04/17/2024

  Hello ****,

      I have pulled up the order tracking and do see that is has been in **** possession since April 11th.  We have found within the last year that **** has done an incredibly poor job of scanning and updating packages in transit. I many cases they don't update tracking until after the package has been delivered.  We have seen this change since their swap from First Class Ground to "Ground Advantage".  This is a major frustration point for us as well.
  

  Since it has been only 4 business days since the package has been picked up I would suggest waiting for the package to arrive since it is still well within their estimated delivery window.  It usually takes more than 4 business days for a shipment to go from ********* to ******** 

  We wish we could hand deliver each shipment to our customers but unfortunately, like nearly every other company, we must rely on shipping providers like ****.   

  We appreciate your patience while we both wait on ****.
  

  Thank you,
  Safe Life Defense
  

• Initial Complaint

  02/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a vest from this company over a week ago and pay for priority shipping and the post office said they never received it and Safelite Defense said they mailed it on my receipt. They put in ****** as my home state and I told them that was the wrong address, but they told me they had the address in ********. so I paid hundreds of dollars for something I might not even receive for weeks Because someone did not do their job, and now Im being punished for it

  Business response

  02/22/2024

  Hello ********,

     Thank you for brining this matter to our attention for review.  I pulled up the order and show that it was delivered to the address in ******** you provided on Tuesday the 20th as you specified.  I have uploaded a screenshot of the delivery confirmation. You can also view the confirmation at this link: ***************************************************************************************; I do appreciate you sending the screenshots of the tracking from when you looked at it.  I see where the information on **** stated ****** but that was the package origin not the delivery location.  I do see how the **** site can cause that confusion.  I am glad to see that your package was delivered to your address as expected.  If there is anything else we can do to assist please do not hesitate to reach out anytime.

  Thanks!
  

• Initial Complaint

  10/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a vest and had it in my closet so when I moved to patrol I would have it. I ordered an exterior vest but my agency is stuck in the 80s so an under carrier is required. I went with their sizing recommendations and thought it would fit fine. However, when I went to use it it was too big. I ordered the under carrier vest so Id be able to alternate but neither felt right or comfortable. Same weight and fit when it was time to use it but it was too big. It limited my mobility and was too long. This is after I went with their sizing recommendations back then. I sent another set of pictures and they advised I needed a smaller vest and a shorter vest. Same body type, and all. Yet this time its not covered under their warranty or exchange. BEWARE OF THEIR MEASUREMENT ACCURACY. **************** *****. Ill be filing a complaint with the I ordered a vest and had it in my closet so when I moved to patrol I would have it. I ordered an exterior vest but my agency is stuck in the 80s so an under carrier is required.I ordered the under carrier vest so Id be able to alternate but neither felt right or comfortable. Same weight and fit when it was time to use it but it was too big. It limited my mobility and was too long. This is after I went with their sizing recommendations back then. I sent another set of pictures and they advised I needed a smaller vest and a shorter vest. Same body type, and all. Yet this time its not covered under their warranty or exchange. BEWARE OF THEIR MEASUREMENT ACCURACY. **************** is poor. They do not easily exchange or return items

  Business response

  10/07/2022

  Hello ***********,

     Thank you for taking the time to provide this feedback.  We have spend years developing a sizing method that has proven to be 95% accurate.   We do have a *************************************************************************** the event you don't love your vest or the way it fits.  I am unsure of the issue that you are having in the complaint.  Were you trying to exchange your ********* after the 30 day window?  What could I do to assist you.

  Thanks!
  

  Customer response

  10/07/2022

   
  Complaint: 18182006
  
  I am rejecting this response because:
  

  I placed an order (Order #******) $520.78 7th Aug 2020. I originally went with a XL S. However, I was unsure if I needed an XL or a XXL. The pictures I sent to make sure I got the correct size someone from your company recommended a XXL Regular. At the time I worked in the jail, I did not have much movement in it but since I've been on patrol I realized that its oversized. I also thought due to it being an exterior vest (Order #******), that the oversized was normal. The other officers that have similar vests have much more form fitting vests that don't engulf them. I was curious if a concealable vest would be more form fitting, so I ordered one #*****. However, I soon realized the plates themselves are just too big to be functional. The vest pinches at the belt when moving around, and when moving or chasing it gets caught on everything, and feels very similar to a turtle shell. I e-mailed a representative and they advised I could swap the entire vest out. I sent pictures, knowing it was too good to be true, another representative received it and the story changed to just the concealable vest could be exchanged. The representative advised I could just send the concealable vest back, and now that its been received I am not getting a refund on it. Its being sent back Order #******. I have a XXL vest that your company recommended from the sizing exchange emails and can't wear it. I don't want a refund, I simply want to exchange the entire setup for a XL SHORT which I originally would have went with, and that actually fits me instead of throwing away close to $1000.

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

  Business response

  10/12/2022

  Hello *****,
  

     That is no problem at all we will be happy to swap this out for an XL-S for you.  We have a *********************************************************** returns for this very reason.  Ill let our team know to swap this order out for you right away. 
  

  Thanks,

  *******************;

  Customer response

  10/12/2022

   
  Complaint: 18182006
  
  I am rejecting this response because:

  Its been passed the thirty days for the ballistic vest. Youre telling me that youll swap the vest?

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

  Business response

  11/03/2022

  Hello *****, The offer to exchange the vest earlier was based upon the information you provided that the vest was in good condition and within a reasonable timeframe of the return window.  Upon full review of your contact with the customer service team it shows the vest that you had tried to send back was over two years old and well outside the 30 day window for return.  In regards to the carrier our team did provide a label for a return/exchange of the carrier however it was found damaged in multiple ways. Due to the damage it had to be sent back.  It appears you had communicated with customer service on multiple occasions . Please review the attachments. Unfortunately, there is nothing more we can do at this time. 
  

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased **** body armor plates from SafeLife Defense 06/26/2022. The website stated that the plates would ship in "1 - 2 weeks," (Screenshot provided) On 07-15-2022 I still had not received any updates to my order. I called to inquire and was told that they were having manufacturing delays and the plates would ship out eventually but they could not provide a timeframe. When I asked why their website still said shipping in "1 - 2 weeks," I was not provided an answer. When I suggested that it was false advertising because they knew they were not filling orders on time but refused to update their website. I advised I would not have purchased the product if they were honest about shipping times being indefinite. I ultimately canceled my order and as of 07/19/2022 their website still says shipping in " 1 - 2 weeks," which they appear to unable to fulfill and be honest with their customers about.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Basically, it's fraud. My Son, Steven M*******, ordered plates in Early February (******) on 2.21.2022 (same shipping address). After charging him 548.47, using his card, they then, took it upon themselves to try and steal another 548.47 from my wife's account, completely different account number, which they had unlawfully retained on file, from our own previous purchases for our sons and ourselves as well, back in early 2021. This doesn't happen by accident. We had nothing but trouble when a 2 week promise to deliver last year, took 6 months, after spending thousands of dollars. They also tried to renig on sending the free carrier on special, caught them again. Basically, the lie. They do not return calls or emails, they intentionally steal, they're fraudsters. Imagine, knowing they cannot fulfill orders, promise immediate in stock delivery, then after taking your money, it's 6 months of deceit, excuses, etc. I've met dealers at shows that tell me of horrific troubles when working with them, same kind of thing. This Ponzi Scheme, will eventually fold and many, many will lose their money. All I want is the stolen money returned. We will never, ever shop there again, nor will anyone in my family or my squad.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered vest in May, received in two parts in June. Contacted Safe Life to exchange for a smaller size. Was instructed pictures of all angles are required to process request for exchange. That was not in the return policy anywhere in print or online. They completely ignored me and never responded to calls and emails for the 30 days of their return policy and then made up lies to kill more time and then would not honor exchange or refund altogether.

  Business response

  11/17/2021

  Business Response /* (1000, 5, 2021/10/26) */ Hello and thank you for letting us know about your concern. Photos of you wearing the vest from the front and side are preferred for an exchange. This is so we can ensure you get the proper sizing on the first exchange. In the event you do not want to take the photos it is not an issue and we can still swap it out. I do see you had been in contact with our customer service team in July and our team requested photos. We did receive them on September 22nd and also spoke on the phone with our customer service team on October 4th. Since this is a life saving safety product with a defined lifespan we are unable to exchange orders significantly after the 30 day exchange period.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/11/2021 I returned a Vest carrier to Safe life defense in attempt to exchange it for the correct sized one, to which I was refused the option to exchange and or return the item. They claimed it was to dirty and from the pictures I took days prior to sending it in to the ones their team took of said item, were day and night in difference it looks as if they took a rag and scrub brush and rubbed dirt all over the carrier then called me and informed me that they could not do anything with it and i must take it back. At this time i used my rights to post a honest review on their website and tell people of my experience which it was removed, then contacted CEO Nick G**** to receive literally no help from. This company shows they will do anything to sale a product, but not to make it right over something so small. Now refusing communication with me but its also mine to inform, their policies say nothing other than how to return items, also you can not review their products, consider.

  Business response

  11/17/2021

  Business Response /* (1000, 5, 2021/10/21) */ A strong return and exchange policy is someth*** we are very proud of. With this order in particular 3 individuals stated that the vest was excessively dirty and not in a resealable condition and was not able to be exchanged for that reason. The photos I have seen of the vest upon arrival for exchange confirms this as well. The condition was typical with heavy use in areas of high dirt and debris. Noth*** odd was present in the photos. The customer was prompted to, and is encouraged, to send photos of the carrier when he receives it back. If by any chance our team had a mix up in armor we will absolutely take care of it. We care very much about our customers, products and reputation and always want to do everyth*** possible to help. Consumer Response /* (3000, 7, 2021/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sent photos of my vest days prior; and have owned this vest no more than 3 weeks and of those 3 weeks on of them has been at your warehouse. You never even reviewed the photos I sent of the vest prior, second condition is your return and exchange policy states absolutely noth*** about the condition of the vest as a matter of fact all it states is how to get in contact with someone to return your product. Yet you say it's because you can't resale it? I mean I'm gonna be honest unless your say*** this carrier appears to have heavy use after not own*** it for 3 weeks then someth*** may be wrong with your product. I mean there were multiple minor issues with said vest such as poor stitch*** in the buttons. At the end of the day your return and exchange policy states absolutely at all, you took down my honest review of your run in with your company; which is tak*** away my voice? I took a oath to support and defend yours, so you can take mine away. That's pretty bold. Business Response /* (4000, 9, 2021/10/26) */ Hello Mr K***, the vest was simply covered in dirt in multiple areas. We did receive your recent email also mention*** that you had it in the wash*** machine and provided post was photos. The exchange and return policy is generous and simply requires the vest to be sent back in its original condition (we accept close to original condition as well). In the event it is simply covered in dirt our hands are tied. If you would like we can still exchange the armor panels but the carrier just cannot be swapped out. Please consider how you would have felt had we sent your initial order i the condition your vest was sent back to us. 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. ↩