ComplaintsforLiberty Safe and Security Products, Inc.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered one of Liberty Safe Company's USA line of gun safes in August, 2021. Upon delivery in February, 2022, it was noted that the fire protection door seal was not adhering in several places, particularly the some of he corners. Additionally, the shelves had been poorly cut to fit, with one being completely unusable without my cutting it further. I discovered what appeared to be areas of missing fire board insulation along the interior door jamb of the safe. It required numerous attempts to reach anyone at Liberty Safe before receiving an answer. They shipped new strips of fire protection door seal, presumably for me to install myself (after removing the old seal). Eventually, they also shipped new shelves. Finally, after a few more attempts, and numerous pictures, someone from the compay contacted me regarding the fire board insulation strips. I was told that, indeed, it appeared that there were pieces missing. I was assured that they would send the parts to their local retail agent for them to perform the work of replacing the door seal for me, and installing the missing fire board pieces. However, this week, the representative from Liberty Safe called to tell me that they "couldn't work anything out" with their local retail agent to get them to come out to perform the necessary work, and that they had contacted another agent who would be getting hold of me "sometime soon". It is now going on seven months since I ordered this safe, and I still do not have what I paid for. And now, I have zero confidence that I will ever have what was promised, inasmuch as quality and security, no matter what they do from here on out. I would like for them to agree to replace this safe with a new, and fully inspected one.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  LIberty Safe Customer service will not contact me after multiple attempts by phone and email, leaving my call back number as no one answers and no return of email after weeks of trying. I have an issue with the electronic lock and need guidance as it relegates the safe useless. All I want is to talk with them about the problem yet no return of email or calls.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  9/24/2021 I purchase a Lincoln 50 safe from Liberty Safe.(Order#33579) The safe was delivered on Saturday 12/11/21 damaged. The following Monday 12/13/21 I called Liberty safe’s customer service line and explained the situation to the gentleman who answered the phone. He informed me that “This was at least the third time this week he had received a similar complaint.” He then informed me that I would need to contact a specific person to resolve this issue and provided me with her contact information On 12/13/21 I sent an email to this person and received no response. I then followed up by calling customer service again, and leaving a message for this person to call me back. After numerous phone calls which were not returned I sent an additional email on 12/22/21 I received an email from a different person at liberty safe claiming that the lack of communication was a misunderstanding and that they would be happy to return the safe. At which point I inquired about next steps and he assured me that his team was working to have someone come to collect the safe. One week later on 12/29/21 still not having any further communication from liberty safe or anyone calling to schedule a pick up of the safe I sent another email to inquire about the status of the return. I received an email stating “My shipping team has gotten with the outfit who handles our freight. They should be getting things scheduled shortly and they will call you with the phone number on your order to let you know when they will be there. “Again, one week later 1/5/22 still not having had any further communication from liberty safe or anyone attempting to schedule the pick up of the safe for return I sent another email. To which I received an auto generated email stating that this person was now out of the office. I would like for the defective product to be returned and I would like a full refund of $6152.74 which is what I paid for a safe in new condition free of damage which I did not receive.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a Liberty Explorer 36 Gun safe from Sportsman's Warehouse on November 29th 2021. Besides the trouble I had to register my safe for warranty, I am now unable to extend the lock warranty as it tells me my safe isn't valid for the offer. By their website and paperwork it meets all the requirements. Email has gone unanswered (it took a week to get a response about registration). I would like to get the extended warranty on the lock as this was one of the reasons I decided on this model since it doesn't have a key back-up. I would also like to get access to my registration details on the safe when I log in, the website is ridiculous when viewing and you cannot bring up and registered products.

*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. ↩