ComplaintsforWinchester Safes

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a gun safe, the website states a 2 year warranty on the keypad and life time warranty on the safe. I have the safe in my home in air conditioning. it has not even been 2 years and the safe keypad no longer works. i reached out to Winchester and they are not honoring their warranty and requiring i pay $65 for a new key pad. the safe is not usable without the key pad.

  Business response

  04/04/2024

  Good morning, 

  The safe model ****************** purchased from Tractor Supply is a TS-26 and the warranty for that model is clearly stated on our website, and in the manual, that the electronic lock is warranted for 1-year only.  I have attached screen shots from our website supporting this as well as the link to the warranty on our site below.

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

  Our customer service team responded to an email from ****************** explaining his keypad was no longer in warranty and offered to sell him a new keypad, which is our standard practice in all instances where keypads are out of warranty.  This correspondence can be reviewed on the 3rd attached file above.

  If he would like to purchase a keypad, we are happy to complete his order and send him the parts and instructions on how to install.  The new keypad will come with a 1-year warranty.

  Thank you,

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

  Customer response

  04/08/2024

  Complaint: 21515101
  
  I am rejecting this response because: After checking online, it is quite common for Winchester gun safes to have the key pad fail just as the warranty ends. I see multiple BBB complaints about this exact same issue and even on reddit gun forums people complain the keypad fails and then Winchester offers no support aside from buying a new key pad at a ridiculous price. They have a lifetime warranty on the safe, but the only part of the safe that is electronic has a 1-2 year warranty and then fails just as the warranty ends? This is a material deflect and Winchester is taking no responsibility for their product. As someone who works in manufacturing this is reprehensible to not stand behind your product. The only part of the safe that can actually fail failed conveniently 3 months after the warranty ended. Then they hold you hostage to buy another key pad in order to fix the issue, why not offer to let me ship the defective key pad to them and fix it? Because this is a shady company and unethical business practices trying to scam more money out of the consumer. I will be posting my scathing review of Winchester onto every product website i can find as well as share how i have been treated by this company on to ********* Reddit, TikTok and ******** What a disgusting company who has now lost a customer for life. 
  
  Regards,
  
  ***************************

  Business response

  04/09/2024

  We are sorry that the customer does not find our answer satisfactory. We do not repair keypads at our facility, so this

  is not an option. We can offer to sell the customer the keypad for $40, since he believes $65 is unreasonable. 

  He can reach us back via email or by phone to make the purchase. 

  ************ or ****************************

   

  Thank you

  Customer response

  04/09/2024

  Complaint: 21515101
  
  I am rejecting this response because: so i can buy another key pad for $40 that fails again just past the year warranty? then rinse and repeat? terrible and shameful business practices. I think i used the key pad on my safe less than 50 times over the year I have owned it. it is kept inside AC and still it failed. Winchester has a product defect and is sweep it under the rug and onto the consumer. I will continue my complaint with the ***** AG office as well. this is a shameful company. 
  
  Regards,
  
  ***************************

• Initial Complaint

  03/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a Winchester Gun safe from Tractor Supply a couple years ago. From day one I always had a heard time getting the electronic keypad to open even with a fresh 9volt battery. The safe carries a life time warrantee . I've been trying to call the company number and have been on hold for 3+ hours with never getting to talk to anybody. I called Tractor supply and they two can't get ahold of anybody. I went on Winchesters ******** page and it looks like every singe post has the same comments that people can get ahold of anybody at the company. This is horrible service !

  Business response

  03/19/2024

  While we never want anyone to have a 3-hour hold time, there are times where our call capacity does reach this amount of time.  On our website, there are options to contact us via email with safe issues.  We highly recommend emailing us if a customer is not able to reach us by phone.  

  Regarding the warranty of the safe, our warranty clearly states the lock mechanism on Tractor Supply (TS) models have a 1-year warranty, This can be seen on the attached image and found on our website under **********************************************************************************;

  I have spoken to customer service and they will be reaching out to ****************** to try and assist him with the issue he is having.  **************** will need ****************** to be in front of his safe when they speak.  I will have them reach out today, March 19, 2024.

  Thank you,

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

  Customer response

  04/03/2024

  Complaint: 21423728
  
  I am rejecting this response because:
  they called and left a voicemail to call them back . I have called them everyday since and left multiple messages with no response back. 
  Regards,
  
  ***********************

  Business response

  04/04/2024

  Good morning, 

  Our customer service **** ******* has reached out to the customer again and left another voice message with her direct line for him to call her back on.

  Thanks,

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

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  purchased a Winchester gun safe on 1/04/2024 at reduced price due to damage from shipper. Safe did not have keys for backup to electronic lock. I contacted Winchester safes and attempted to get new keys. The company has ignored my calls and emails. I paid the required $25 for new keys but have not received any keys or information after almost a full month. Calls go unanswered as well as emails. I am asking for nothing more than the two keys that should have been shipped with the safe from the manufacturer nothing else. Especially since they have my payment !!!!

  Business response

  02/20/2024

  I have reviewed this complaint with our customer service department, and they have admitted they dropped the ball on this.  

  **************** will be contacted today for a resolution.

  Thank you,

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

   

  Customer response

  02/20/2024

  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 will simply wait for the items to be delivered.
  
  Regards,
  
  ***********************

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a safe in January of 2023. The lock stopped working around November of 2023. I have called their support number more times than I can remember to get warranty support, however after multiple emails and phone calls I've not been able to get my safe repaired. I was finally able to reach someone by phone on January 18th, **** after being on hold for several hours, however they just gave me a form to fill out and said someone would be in touch within 3-4 business days. That did not happen, and I'm back to calling multiple times a day trying to reach someone from support. I need it fixed, or my money refunded so I can purchase a safe from a reputable brand that stands behind their product.

  Business response

  02/06/2024

  I have spoken with customer service this morning and they spoke with **************** yesterday to help resolve his issue by sending out a new keypad.  ******, who spoke with ****************, said he seemed happy with this resolution by the time they were ending their call. 

  **************** will receive an email once the keypad has shipped with Fed Ex tracking information.

  Thank you,

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

  Customer response

  02/06/2024

  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.
  
  Regards,
  
  *********************

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Electronic code reader malfunction on my Winchester 20 safe.Called support about this issue, on hold for *********************************************************** to preform a reset step for the code reader. Did not solve my problem!Was sent a form to fill out and returned form.If this issue is not resolved I will ask the retail store for a refund and but a different brand safe.

  Business response

  01/02/2024

  We were closed for the holidays from December 22nd through January 1st, reopening today.  **************** has been diligently working through all calls and emails received both today and during our closure.

  The procedure that ****************** went through on his call is our standard procedure to troubleshoot lock issues when a customer calls in.  The form we emailed and requested back gives our team more information like where the safe was purchased, when it was purchased, the serial number and requests a copy of the receipt for proof of purchase.  I spoke with our customer service manager, and she has confirmed receipt of the form and will be taking the next steps to help *******************  This requires us to send him a new keypad via Fed Ex with instructions on how to replace his current one.  This will resolve the issue he is having since the troubleshooting did not work.

  This keypad will be replaced at no charge to ****************** and if he has any additional issues, he can contact us again, referring to the form he submitted so we can quickly look up his information and assist him.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I havent had anything but problems out of my Winchester safe since I purchased it. First the door handle wouldnt close correctly. Then the keypad went out. I finally got Winchester safes to send a locksmith to fix the safe. The locksmith came and worked on the safe but left before getting the keypad working. Now I have a new safe still under warranty that the keypad doesnt work. I have to remove the keypad and use a key to open and shut the safe! Winchester safes has stated that they will not be sending anyone else back to fix the safe even though they know that the locksmith that they sent the first time did not get the problem fixed. Winchester safes needs to either get my safe working like BRAND NEW as it should or refund my money!

  Business response

  05/24/2023

  We sent a locksmith out to repair ********************** safe and he and the locksmith had some words and the locksmith 

  left before completing the job because of safety issues at the residence. Since the locksmith left, we continued to get threatening emails and 

  harassment from ******************, therefore, the supervisor advised him via email to return the safe and his warranty was voided. 

  Customer response

  05/25/2023

  Complaint: 19970843
  
  I am rejecting this response because: This is not correct and not what actually happened! This is their version after the fact. Yes they did send a locksmith but there was no words between me and the locksmith and that was not the reason that the locksmith left. The locksmith could not get the safe working correctly was the reason that he left. The locksmith blamed not being able to get the safe to work properly because Winchester Safes did not include the combination along with the replacement keypad. I contacted Winchester Safes the next day and told them that the locksmith did not get the safe working properly. That was when they told me that the locksmith had reported a problem and would not be coming back. I immediately called the locksmith and he did not have any idea what Winchester Safes was talking about. I have text messages from the locksmith stating that there is no problem! Winchester safes I think is just making stuff up to try to get out of repairing or replacing their defective product. What right does a company have to just void a warranty because they said you threatened to take them to small claims court? That is no reason! They just simply dont want to stand behind their defective product! Tell Winchester Safes to call Tractor Supply at ************** ******** and arrange a return for me because the safe is past their return window. That is why it has a warranty that should be stood behind!
  
  Regards,
  
  *****************************

  Business response

  06/05/2023

  This is just a matter of one person's word against the others. We have voided his warranty.

  Customer response

  06/05/2023

  Complaint: 19970843
  
  I am rejecting this response because: Your locksmith knows that the safe was not working properly when he left. You simply are not going to stand behind your defective product. It shows exactly what kind of company Winchester safes is and I will be reporting this to WINCHESTER. I will see you or your lawyer in court. I will pay an attorney to serve you. This will be reported all over the internet and on the BBB website and any future customers will see that Winchester safes will not stand behind their products. 
  
  Regards,
  
  *****************************

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/19/23 I purchased a Winchester TS25-45 safe from Tractor Supply in ****************, **. Four days later on 1/23/23, the locking mechanism (digital keypad) stopped functioning. I was in the process of entering the six-digit code when the keypad stopped responding and hasn't worked since. I changed batteries but was met with the same issue.On that same day, I contacted customer service and received a reply the following day (1/24/23) from ***************************** who directed me to complete a form, which I completed and submitted. Two days later on 1/16/23, I received an email response from an unknown staff member asking me to confirm the battery type and dates printed on each batteries. I replied with the requested information a few hours later on the same day.I have not received a response since. I have not attempted to contact the company because I was directed in the original form from ********************, to not attempt to contact the company for an update because "it will only slow things down." I realize it has been just seven days since receiving any correspondence but even at that it seems excessive to not receive any updates or simply the replacement parts to make it right. But I am more concerned because of two primary concerns: 1) According to online reviews, this company is notorious for weak and delayed customer service and 2) I am nearing the close of the window to be able to return the product to the retailer, which I'd prefer not to do due to the size of the product. I hope you can help improve correspondence with this company.Thank you,*******************

  Business response

  02/07/2023

  Our office was closed for an entire week due to inclement weather. We will take care of the customer.

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Winchester Safe from ***************** a year and a half ago. I have emailed them and at first was getting a response. They wanted a video of how the inside locking mechanism broke and I did that. They then emailed me back and said they would replace it since it was a manufacture defect. And now I cannot get a response from them. This started mid August and its now Sept 9 and im being ignored by the company. I need help with getting it replaced. Not a refund but replaced at this point. Ive even called Tractor Supply and they are trying to get a hold of them to help me. I need help im on disability and do not have the funds to replace this or get it fixed. The company should help.Anymore information that is needed please email me at ********************* Please help *********************** ************

  Business response

  09/13/2022

  The agent that was taking care of her is on maternity leave. I will take care of her now. My name is Angel. 

• Initial Complaint

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I tried to work with WinchesterSafes to fix a gaping vulnerability in the security of their "gun safes". As I ******** limited here I will refer you to the full story I wrote on medium.com:https://medium.com/@locksandpicks/an-open-letter-to-***********************-ceo-of-the-****-corporation-87099b033931 I made a video on ******* so the public would be aware here:https://www.youtube.com/watch?v=FyObFaxn8v8 The links in the ******* video will take a viewer to a website where they can download a patch to semi-fix the problem. To fully address this vulnerability an owner would need a metallic patch and not a PLA version from the 3d printer:https://cults3d.com/en/3d-model/tool/lockdefender In ten seconds a child can break into that "gun safe" and who knows what happens from there.Rather than just complain I even provided a fix, free of charge, to be distributed as they saw fit to WinchesterSafe's. Rather than admitting they had a real issue on their hands they tried to get me to admit to a criminal activity which I had not committed (extortion).WinchesterSafe's callous disregard for the safety of the public with respect to the safe and trusted method of storing a firearm, a gun safe, is alarming.All products within their line which have this type of vulnerability should be immediately recalled and the owners made aware.For goodness sakes, I designed a 3d printable ( which means they can mill it in metal for a permanent fix ) "fix" and gave it to them, for free. This was never ever about money. I have two small children and it breaks my heart that the company I chose to invest in for safe keeping of my firearms, a company which also manufactures firearms by name, did not seem to care and did try to put me in a situation where I could be arrested based upon how I responded to an email.I have attached the unredacted email exchange between myself and WinchesterSafe's VP of ****************** ***********************.

*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. ↩