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Steelwater Gun Safes

Phone: (866) 278-8022Fax: (803) 489-0180

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Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Delivery Issues1
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Guarantee / Warranty Issues0
Total Closed Complaints3

Complaint Breakdown by Resolution

Complaint Resolution Log (3)
06/11/2015Problems with Product / Service | Read Complaint Details
X

Complaint
To Steelwater Safes Today at 12:17 AM
Hi
I recieved my steelwater safe MADE IN CHINA... WOW.. maybe you should rethink who makes the product with your na
totall failure of locking device broke within 24 hours of normal operation

Desired Settlement
take your china junk back to china a failure of all locking devices in 24 hours make me feel a replacement will just break in the next 24 hours
you pay all cost you sent out junk not properly tested and not properly manufactured .. I should receive no loss in funds for delivering complete junk to my door and 200.00 for wasting a day of my time receiving such junk. This is a joke to say it's worth over 2000.00 and not last 24 hours.
If you want to send out such a poorly made item and call it heavy duty or extreme maybe you should rewrite yours ads to say will fail upon arrival

date pur***** X-XX-XXXX
delivery X-XX-XXXX model***XXXXX
serial XXXXXXX
sales *******
payment over 2000.00
***** ****
problem day as same as delivery

Business Response
Customer did receive a defective safe and did not want it repaired so we had the safe picked up and refunded the total amount that was charged to him at the time of sale. Defects occur in every product regardless of origin, quality,price, etc....What makes the difference is that Steelwater Gun Safes stands behind their product and covered the total cost for the shipping and the return of the safe and credited back the customer the full amount paid with no questions asked even though Steelwater Gun Safes had the right to repair the product at a much lesser cost.

Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
The safe was returned at their cost in a very timely manner. I was refunded all money paid. I also spent 2 days in the shipping and recieving as well time to file complaiont.
They were always profesional.I'm sorry they do not feel that having my money for 20 days and waitinmg 14 more days and have still not got the ,money paid it will take 7-10 more days as I paid it off in advance so I must wait still longer to rebuy the product I needed 4 weeks ago.
with me not having my money and my time for the 2 days is worth nothing but at least they did right by me as for the refund. You can close this case as I feel this was the best outcome in veiw of the problem.

03/03/2015Delivery Issues | Read Complaint Details
X

Complaint
Ordered a safe 9-14-14, and still haven't received it. Communication is non existent despite several attempts to seek updates.
I ordered a safe from your company September 14th of 2014. The order was delayed until the end of October for one reason or another which happens and I understand that. Then again, it was delayed until the end of November for another reason. I reached out to ******* in November who did not give me an ETA, but only restated that the safe was expected in late November. That was the last contact I have received from the company. That was over 2 months ago at this point.

I have sent emails to ******* and **** and have not heard back from anyone. I said in the email that I will need to cancel my order unless I can get an actual ETA for the shipment. I still haven't heard anything. It has been almost 5 months since my order at this point. The only communication I have received is the order confirmation, and two delay emails. That is it.

I need someone to contact me to discuss the issue and resolution ASAP. I need my safe with a discount for the almost five months I've waited, or my money back. At the least, I would just like someone in charge to call me.

Thanks,
***

Desired Settlement
I would still like the safe, with a discount, or my money back in full.

Business Response
Contact Name and Title: T. ******* Office Manager
Contact Phone: XXX-XXX-XXXX
The customers safe was shipped on February 16th via *** ********* tracking number XXXXXXXXX. The safe was delivered to the customer on February 20, 2015. Shipment of this order took longer than expected due to delays from the manufacture. Because we appreciated Mr. ***** patience during this time we upgraded the free ***** ************ that came with his order to an installed ***** ******** ************ at no additional charge.

Consumer Response
Hello,

The company contacted me and we worked out everything. I imagine you contacted them. The day after I submitted the claim, the company contacted me and resolved my issue. Thanks!

***

01/20/2014Problems with Product / Service

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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