Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SDS Imports sent me a shipping label thru email for the repairs{ 2nd time same gun}. I sent the gun to them via Fedex the gun was lost...or stolen. I emailed SDS after not hearing from them in a few weeks to see if they received the package NO response! I called fedex and they informed me that the last tracking they had was on the day after it was picked up at a drop off location on 6/27/24,then it disappeared. After filing a claim of lost package with fedex they inform me on 8/13/24 that my claim was denied because .....and here's where the problem starts,.... that because SDS was the company that created the label they will have to file a lost claim and are responsible for reimbursement which is kind of mixed up to start with. SDS for months would not get in touch with me after numerous..like 20 or more emails,phone calls etc. The only way I got their attention was to go to their SDS Imports web page on Facebook and make a post for all to see about their non existent customer service! Well someone who handles the facebook page reached out and said they would forward the message. Weeks go by no response until 7/31/24 a customer service representative .....here is her response..............******* ***** Jul 31, 2024, 12:57 PM So I have an update. We have been informed by our FedEX representative that you need to fill a lost claim on the shipping since you are the one who physically shipped it out last. Once you have filled a claim, please give us the claim number and I will pass it along to the representative. He needs the number to expedite the process and to continue forward. The best case scenario is that they find it and finally ship it to us; worst case scenario is that a new firearm will be sent to an FFL of your choice. ...............This was 7/31/24 here I am today 9/3/24 with no emails or response! My weapon lost,or stolen 0n 6/27/24 and no answers or reimbursement yet! WARNING this company has NO customer service!

  Business Response

  Date: 09/03/2024

  This customer was provided a label through Fed EX to return his firearm.  Whoever he dropped his firearm with for Fed Ex accepted it and then lost the package.  We only provided the label.  We explained the customer must follow up with Fed Ex since they lost his package.  He filed a claim and it was denied by Fed Ex. We reached out to Fed Ex as a courtesy to help in this matter.  We were just recently informed by Fed Ex (3 days ago) that now WE (SDS) must file a claim on the customers behalf.  This is something we have to look into and work with our rep at FED EX.  We are happy to help, but this process is purposely dragged out by shipping companies to put people off.  We have worked with this customer and gone above and beyond with something that is on Fed EX to fix.  Bashing us only hurts his cause and that was 90 percent of this complaint.  His complaint should be with Fed Ex.

  Business Response

  Date: 09/19/2024

  Due to circumstances out of our control we were unable to return the original shotgun. After exhaustive efforts to recover Mr. ******* firearm from our logistics partner, we determined it was best to replace the firearm to make Mr. ***** whole. We have confirmed the replacement firearm was received by Mr. ***** and working well. We understand the inconvenience this caused and are proactively working on ways to continuously improve our customer experience in hopes of preventing situations like this in the future..

  Customer Answer

  Date: 09/26/2024

  
  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,
  
  Asher ********

• Initial Complaint

  Date:07/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 2024 I purchased a ***** **** *** ****** which is a product of SDS Imports. When I first used the pistol, I found that it was shooting very low from the point of aim. It was at least 1 foot off at 15 yards. It was not just me, I had other very experienced shooters try the gun and they all had the same result. The pistol shoots too low to be considered a "normal" functioning weapon. I contacted SDS Imports (Tisas USA) and they advised to send the gun in for warranty work. I sent the gun in, but received it back on July 2nd, 2024. There was no invoice, no record of repair, no notice of any work done. They did include a target iwith a few bullet holes in it that claimed to be test shots from 15 yards. I again took the gun to the range, but experienced the same result. I had the Rangemaster at my gun club try the pistol. This man is an experienced competition shooter, not a novice. He was shooting at 15 yards and his rounds did not even strike the target. He told me the weapon was clearly defective. I contacted "Zachary ********* with customer service who acknowledged SDS did nothing to service or repair the gun. He gave me instructions on how aim a pistol. I informed him I am a 32 year law enforcement officer and I know how to shoot a weapon, and that his comment was insulting. I have had no other response since that time. (July 3,2024) After that contact, I took the Tisas 9mm to a NRA certified gunsmith at my own expense. At an indoor range, in my presence, he placed the gun in a shooting vise and placed a laser bore sight into the chamber. The boresight struck almost 2 feet below the point of aim at 25 yards. The gunsmith then fired some rounds at point of aim, but the rounds did not even strike the target. The gunsmith said he was of the opinion this gun had a clear manufacturing defect and that perhaps the barrel was out of spec. In online forums, this is a known problem now. SDS is selling defective guns, but they will do nothing to repair.

  Business Response

  Date: 08/15/2024

  We received this customers firearm and initial complaint of it shooting low. We had it shipped in tested it and had it shipped back out inside a 2 week turnaround. The issues could not be duplicated. He complained again and bashed our company repeatedly to multiple sources. I offered to have it sent in again,at our cost and the firearm was tested again by our gunsmith and in a rest designed to test the accuracy. All these tests were videoed and documented. These were provided to him via email.  We offered to ship the gun back or give him a new one. He continued to bash the company and would not settle with reason. He agreed to just send his back. On video this firearm performs as stated and the customer can only state that we are wrong and has his firearm back. We went above and beyond and even offered a new one. A new one that he could also complain about and be difficult. We are sorry that he cannot reasonably understand. Being a police officer does not guarantee marksmanship as we have heard. I am a retired police officer and I truly say **** **** ***** ***** **** ** **** We are sorry that a happier result cannot be obtained.

  Customer Answer

  Date: 08/16/2024

   
  Complaint: ********
  
  I am rejecting this response because: I sent them a defective firearm.  I also had the weapon tested a Certified gunsmith who's conclusion was either the sights or barrel are out of spec.  I had the weapon tested by very skilled shooters.  I myself have been a swat operator, a sniper and a firearms instructor. I own many firearms and have no issue with accuracy with any, save the Tisas B9r. I had the weapon tested by 4 other shooters, including an award winning competition shooter, and a Rangemaster at my gun club, all of whom concluded the gun was defective.  The offensive comments made by the business are par for the course of the reputation I have now learned about in many online forums and discussions.. The online reputation of SDS Imports / Tisas USA is that their service department is non-existent. They will accept your defective firearm, do nothing but test fire it 5 times, and return it to you still defective.  This is  not just my experience.  Search "Tisas problems" on Google and you will find a plethora of people with the same story I have now. I myself asked in several forums if people had problems with Tisas, and this gun in particular. The responses were many and varied from fail to eject issues, loose bushings, faulty triggers and SHOOTING FEET LOW.  Many had the same experience, they shipped it back to Tisas and Tisas did nothing.  They offered the same explanation they have in this complaint, "We could not replicate the issue."  I wish I had done this research before I made this purchase. I am done with this company and my complaint.  I have copied this response from the company saying "most cops can't shoot anyway," and will share it far and wide.  This is a shameful response from a company, to question the skill and bash the profession of one of its consumers. As far as me "bashing" the company, matters of fact articulated in a respectful tone are not "bashing."  Making untrue statements about a consumer because you fail to stand by the products you sell, is indicative of a poor company.  SDS Imports / Tisas USA has the reputation they deserve. If I keep this firearm, I will have a qualified gunsmith correct the sights.  I'm done with SDS Imports and I will make certain that many others are aware of their comments and actions....or more accurately, lack of actions.
  
  Sincerely,
  
  Paul ******

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a firearm from a company and the firearm stopped working sds imports offers a warranty on the gun they sent the information for me to get my gun shipped back to them I sent the gun back 02/12/2024 they informed me they would have the gun fixed and shipped back out in 30 days no one is answering or responding to me emails

  Business Response

  Date: 04/18/2024

  THE FIREARM WAS RECEIVED BY US UNDER INCORRECT INFORMATION AND SENT BACK OUT.  BECAUSE OF THE MIXUP AND INCORRECT INFO THE FIREARM WAS REPORTED LOST AND COULD NOT BE LOCATED.  WE LOOKED INTO THIS AND SHIPPED ANOTHER FIREARM (NEW) AS A REPLACEMENT.  I HAVE ATTACHED THE FILES WITH THE SHIPPING INFORMATION.

   

• Initial Complaint

  Date:02/14/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  this has to do with a MAC 1014 i purchased new. i then purchased directly from SDS a 2 rd ext, it does not work. there is an issue with the machining of the ext tube. if you look on google you will see that i am not the only one with the issue.. then look at their reviews of customer service.. they have awful customer service. they had me ship my shotgun back to them, it returned in a damaged box , the gun was not in the plastic bag to protect it. then when i called and left a message i never got a return call from James Milner. so i began emailing him.. the next day he says that they replaced the tube nut.. which they did not. it still will not fit. shotgun was 510 and the 2 rd ext was 44 plus . i sent pics of the issue and got told it worked. of course it does not. very disappointed

  Customer Answer

  Date: 03/01/2024

  SDS has pulled the 2 rd extension off their website. but still will not refund my money. 

• Initial Complaint

  Date:01/23/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Picked up my Tisas Manta Ray 1911 yesterday. There is a factory blemish on the slide release. They are refusing to replace the slide release despite their slogan that "Tisas means quality".I haven't fired it yet but I am very impressed with the build quality. They are saying that they do not cover cosmetic damage. Cerakote cannot be damaged like this in a one day timespan which the company should be aware of and know this is a factory issue and replace the part.

  Customer Answer

  Date: 01/26/2024

  They are taking care of this and replacing the part.

• Initial Complaint

  Date:09/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a shotgun from a local gun shop and the shotgun was defective. The bolt tooth gets caught on the shells in the magazine and causes malfunctions. I sent the shotgun to Sds imports 3 different times for repair and the shotgun was not repaired. I told them the bolt tooth was catching on the shells and my concerns were not addressed properly. 1st repair: barrel deburred. 2nd repair: barrel and locking block deburred. 3rd repair: no repair was done but I was charged $60 to get my shotgun back. During each repair nothing was done to fix the bolt tooth catching on the shells. I was told the shotgun shells I was using were too soft for the bolt tooth so I used different shells and the problem persisted. Soft shells does not appear to be the problem because my dad has the same exact shotgun and he doesn't have the same problem with the same shotgun shells. There is also a youtuber by the name of gruntreviews who uses Federal shotgun shells and he doesn't appear to have any problems using the softer plastic shotgun shells. SDS imports fixed a similar issue with gruntreviews gun the first time he sent his gun in for repair but didn't fix mine. When I did a review here on the BBB website sds imports replied with a sentence that said "Each time we tested the performance against the claim and found no problems with the firearm.". This statement shows they tested the gun the first time it was in for repair and found no problems but proceeded to take my gun in for repair two more times. Why would sds imports take my gun in for repair a second and third time if they were sure the gun was fixed the first time? Here is a link to a video I made showing how the gun malfunctions after they said it works fine. The shotgun will sometimes make it through a full magazine without a malfunction but fails most of the time to make it through a full magazine. h******************************************

  Business Response

  Date: 09/06/2023

  We have inspected and repaired this shotgun twice.  We have provided video of the shotgun operating properly to him.  He has sent us video of the shotgun operating properly.  As per our warranty, we have shipped and repaired and fixed his shotgun.  We have explained the proper ammo to use/ per the instructions provided.  It is clear in his videos he is not shouldering the shotgun correctly and causing the action to not operate properly.  We have charged the $60 return charge as agreed when he sent it in each time.  There was nothing wrong on the 3rd check, we test fired and found it to be in working order.  We cannot be held responsible for user error or mis use of the firearm.

  Customer Answer

  Date: 09/06/2023

  Complaint* ********
  
  I am rejecting this response because:

  The response by SDS has me confused how they can say my gun worked fine during the first time it was sent in for repair but in their most recent reply they said they repaired this shotgun twice. Why would sds repair the shotgun a second time if it worked fine the first time? In a previous interaction with SDS on the BBB website they said "Each time we tested the performance against the claim and found no problems with the firearm.". Why would sds repair my fire arm two different times after they tested my firearm the first time and found no problems. They should have denied sending my gun in a second and third time if they were sure there were no issues after the first service/repair.

  They also made a claim in their most recent response that I am not shouldering the shotgun properly which is causing the action to not operate properly. I have attached a picture to compare one of their employees shouldering my firearm vs me shouldering my firearm. In this picture I believe that i am shouldering the shotgun properly and that the pictures only look a little different because I am trying to aim down the sights at the time of firing and their employee is not because there are not sights on the gun.
  

  They claim I am using the wrong ammo but no matter what ammo I use the bolt tooth catches on the shells and rips them open. This tearing of the shells causes the shotgun to be unreliable and to malfunction; it also causes plastic to be left inside the gun. SDS says that my video shows the shotgun working but I included that clip in my video to show that the shotgun sometimes works but most of the time it doesn't. If I am not shouldering the gun properly, like SDS claims, how did the shotgun make it through two full magazines? From what SDS imports says the gun should have failed during these magazines because I don't know how to operate it properly.
  

  Even if they try to say that I am using the wrong type of ammo why does the ammo function properly in my dad’s shotgun without tearing the shells but not in mine? In my video I did a comparison of shells that were shot from my shotgun and shells shot from my dad’s shotgun and you can clearly see that my dad’s shotgun does not damage the shells like mine does. When I made the video of these shells being compared to show how my shotgun is tearing open the shells but my dad’s gun is not I was the one who was firing both shotguns and used the same exact ammo in both guns during this trip to the range. Can you explain why one shotgun doesn't tear the shells but the other one does? Both of these shotguns were purchased by my dad and me at the exact same time from the local gun shop. In my video I also show how multiple brands of shells are being torn open by the bolt tooth. Some of the shells shown are made of a harder plastic like sds told me to use and these shells also have deep tears in them that stop the bolt from going into battery. In my video I have a picture that shows one of the spent shells that Sds sent me back after testing my gun and the shell that they used also had damage from the bolt tooth digging into it. The bolt tooth should not be digging into shells like it is which tears the plastic and ends up leaving it inside the gun. 
  

  I have been told the shells are too soft and I have been told that I don’t know how to properly shoulder the gun. If either of these claims were true than why does my dad’s shotgun function properly when I shoot it with the exact same Federal ammo they claim is the problem.
  

  The problem appears to be sds will not fix my gun properly and is trying to blame this on me. My video should be enough proof to show evidence of why I should not have been charged to get my gun back and that my gun doesn’t work properly like they said it does.
  
  Sincerely,
  
  Adrian *****
  

• Initial Complaint

  Date:07/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a shotgun from their reseller. The shotgun was missing parts. The sights, heavy load piston, and spanner wrench. I engaged SDS per resellers instructions. SDS conveyed that it was my fault and was out of luck for not inspecting it properly before leaving the transfer location. All I requested was to provide the missing parts as advertised for the package I purchased. They didn't even attempt to provide a credit. This is bait and switch in my opinion.

  Business Response

  Date: 08/07/2023

  The customer was sent all the parts, that he stated that were missing.  They were shipped to him via USPS with a tracking # ***********************  We confirmed that the package was delivered.
  

  Business Response

  Date: 08/29/2023

  The customer was sent all the parts, that he stated that were missing.  They were shipped to him via USPS with a tracking # **********************.  We confirmed that the package was delivered.

• Initial Complaint

  Date:03/27/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the gun in February of 2022 a few months later turkey season opened. I went to change the choke in my gun and the choke had swollen inside the barrel. Contacted sds after several email and jumping through various “hoops” they sent me another barrel. It didn’t even get close to matching the same pattern as my gun. I contacted them and was told they didn’t carry that pattern anymore so they sent the “closest” they had. Run the new barrel during dove and duck season. Went to change the choke out same problem. Contacted them yet again and was told my “warranty” went out in feb of 23. They will not address the same situation that’s identical to the previous problem.

• Initial Complaint

  Date:08/31/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DO NOT BUY FROM THIS COMPANY they do not stand by their products or warranty. The 1911 that was purchased(b45r carry) came with a rail for a light, and I was told by the manufacturer it would fit ANY light with the 1913 rail attachment. This in fact was a COMPLETE LIE. I took the fire arm to a stream light and surefire dealer and I watched them with my own eyes try multiple lights from full size to compact lights with no light fitting. I took it to a gun store and had a gunsmith tell me the rail was not cut properly. I took pictures for proof and sent the company an email about it. They requested that the gun be sent and to include the light. I had a tlr1 stream light. Well, they called me and waivered on their opinion. I was originally told that the light fit for them. Once I brought to their attention that it doesn't fit the rail slot nor lock in place. they then back tracked saying it didn't fit because it was a full size light and I needed a compact light. And That I would have to mail them more lights for them to try on the gun and I would have to pay for shipping as well as the lights. And when I asked what if those don't fit what will they do to fix the problem, they responded that the rail isn't for all lights. I took it further and asked tell me what light will fit; tell me what to buy and send. The response they didn't know and that isn't their job. They said the gun was in spec and not defective. THIS IS A COMPLETE LIE, it does not fit any light and they won't stand behind the warranty. STAY AS FAR AWAY FROM THIS COMPANY AS YOU CAN.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/09/01) */ Per our manufacture specs, the firearms rail is in spec. It is a carry frame which means the rail is going to be shorter and not fit full sized lights as the end user was told. We are a firearm company, not a light company, we do not have the capability to try every light made to see if it fits our firearm. We stand behind our warranty for issues with the firearm, but there were no issues found when our certified gunsmiths inspected the firearm. The firearm was not purchased through us so we will not be issuing a refund as stated in the desired resolution. If you wish to get a refund, you will need to take it to the store that you purchased it at. Consumer Response /* (3000, 7, 2022/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I had previously told the manufacturer, we took the item to a licensed vendor that sells and fits All types of lights. We spent over an hour trying multiple lights and none fit. Again this was a specialty store. We asked the business (Sds imports) to tell us what light, specifically fit the item and we would purchase it. That seemed like an easy fix, right? The response received was that it wasn't their job to know what light would fit the rail. So we asked for a manager. The manager was of no help. All he would say was the pistol was a "carry model" with a compact frame. This is not correct; listed on the ***** website, which is linked to a the SDS website, the pistol uses a full size frame. The website makes no mention of the rail being compact and falsely leads the consumer to believe the rail is standard. We were told by this same manager that they don't make the pistol, just sell it. SDS imports sells the ***** product. It is listed in their warranty; defective parts, materials , and workmanship are not acceptable and they will stand behind their product. This is in fact not the case. If the rail doesn't fit any light, then the workmanship is defective. They haven't tried to work with us. Telling us we need to buy and send them lights on our dime to see if they fit, isn't a solution. Again we asked tell us what fits. Being told it's not their problem is not working with the consumer. If you are selling a product you should stand behind, not just say that you do on your website. Business Response /* (4000, 9, 2022/09/02) */ We just took a 1911 Carry to a Streamlight dealer and the TLR 7A Flex fit perfectly. I would recommend trying that as it is a compact light. Consumer Response /* (4200, 16, 2022/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no resolution But apparently someone else had the exact same problem and they offered them either a refund or a different model