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Business Profile

Gun Equipment

Timber Vaults, LLC.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gun Equipment.

Complaints

Customer Complaints Summary

  • 24 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/23/2025

    Type:Sales and Advertising Issues
    Status:
    Unpursuable
    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 purchased a concealment shelf for a new shotgun that was purchased. Because the vendor kept emailing with offers, I purchased the shelf prior to taking final possession of the shotgun. Because of California law, I had to wait 10 days from the time that the shotgun was purchased before I could take it home. I picked up the shotgun on 07/19 and then I opened the box to check for fitment. I realized that the shotgun does not fit the compartment in the shelf. I contacted the vendor on 07/19 to let them know that my shotgun does not fit and I cannot use the item. I requested to return the item to the vendor. Today I received an email from the vendor stating that because I didn't contact them within 7 days from when the item was delivered that they could not process my return. I explained in my email that I had to wait until my waiting period was up in ** before I could take the shotgun home. The item is brand new and was never mounted. I only opened the box to check for fitment. However, the vendor wants me to keep an item that I cannot use. This seems to me like an unfair practice and all I'm seeking for is to return the shelf and get a refund.

    Customer Answer

    Date: 07/23/2025

    Hello,

    The company's name is Timber Vaults, please see below with the information I was able to gather. 

    Here is the *** to their website 

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

    Contact info located in their website

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

    According to their website, this is their address

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

  • Initial Complaint

    Date:07/18/2025

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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 have tried to contact this company for an update on my order. They almost never respond, but when they do, its empty promises of Apologies for the delay and any confusion. Im currently double-checking with our warehouse to confirm the status of your order.Well have an update for you by tomorrow, either with a tracking number if its in stock, or confirmation that a full refund will be processed if its not.The item was in stock when I placed the order, now it shows out of stock. I would love to have either the item or a refundbut here it is, 18 days after I placed the order with no item and no refund and no communication. The only thing I have from them is broken promises.

    Customer Answer

    Date: 07/19/2025

    They are not out of business. I just got a concealment shelf from them. Then I ordered lights for it, and thats the one I never received.

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

    The phone number for them is a ****** number, which they never answer. 

    here is the most recent email they sent to me. 

    From *********************************************************

    Re: Your TimberVaults Order Confirmation (#****)

    Apologies for the delay and any confusion. Im currently double-checking with our warehouse to confirm the status of your order.

    Well have an update for you by tomorrow, either with a tracking number if its in stock, or confirmation that a full refund will be processed if its not.

    Thank you for your patience, and Ill follow up as soon as I hear back.

    Regards,
    Customer Service team

     

    what other info does the BBB need?

  • Initial Complaint

    Date:06/12/2025

    Type:Product Issues
    Status:
    Unpursuable
    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 originally ordered a large concealment on 12/12/2024. Unfortunately, when the gift was opened on 12/25/2024 I discovered that the shelf had several issues: the corners were damaged, and there were visible cracks around the frame, indicating poor construction. I contacted TimberVaults customer service, and to their credit, they provided a return shipping label and sent a replacement ******** did take my husband some time to open the replacement, but when he finally did, we were disappointed to find that it, too, arrived damaged. I reached out to customer service again with photos of the issues and requested a return label and a full refund, as we no longer wanted to keep the product due to the recurring quality issues.Unfortunately, the company was unwilling to offer a refund or provide further support at that ******** a small business owner myself, I understand that challenges can arise. However, its disappointing when a company doesnt stand behind the quality of its productsespecially when they position themselves as a premium, small-batch brand.

  • Initial Complaint

    Date:05/28/2025

    Type:Product Issues
    Status:
    Unpursuable
    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 purchased a large vault from them on January 1, 2025, did not receive the product. I requested a refund from timbervaults after 3 plus months of excuses. I received an email stating they refunded the money. They had not and I still haven't received the refund. Discover is trying to get the refund but have not been successful either.

  • Initial Complaint

    Date:08/27/2024

    Type:Order Issues
    Status:
    Unpursuable
    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 purchased an RFID concealment shelf. The shelf arrived damaged in multiple places. I attempted contact with the company through multiple voicemails and multiple emails and received no response. I wish to return this item, but the company will not reply. I still receive emails from timber vaults with promotional ads for the purchase of new vaults so I know that they are still selling these shelves. My desire is for the company to contact me and return the shelf for a full refund. If you are reading this because youre considering purchasing a product from this company, please do not purchase from them. Theyre an awful company that does not respond and will steal your money.

    Customer Answer

    Date: 08/27/2024

    If they are out of business, then why did they accept my money, and mail me a shelf? Why are they still sending daily marketing emails? I received one just today!

    Customer Answer

    Date: 08/27/2024

    Im showing their address as:

     

    *******************,

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

  • Initial Complaint

    Date:07/13/2024

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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 Traditional Large ********** RFID shelf from TimberVaults that was delivered on April 19, 2024. It came with damage on both the left back corner and front right corner. I contacted the company within a few days and a number of times, and sent pictures of the damage, I emailed them on 4/22, 4/30, 5/12. I also contacted them through the link on the website, but not sure what dates. I called the company on the customer service number and left one or two messages. The fact that the box had the words, large white written on the back, makes me think it was pulled off a warehouse shelf and was not inspected before shipping. I included pictures of the damage in emails. Since I am weeks past the return window and have received no response, I am now trying to install the shelf. It came with no instructions but looks manageable. However, it drops slightly on the front side and looks like its about to fall off the wall. I hope Timbervaults actually does stand by their products. I still get regular marketing emails from the company. At this point, I have no idea if the rfid lock will work once I do get the shelf installed. I spent almost 300 dollars for the concealment shelf, and the link to view the order doesnt exist now. I am including screen shots of confirmation emails. Please do not post pictures publicly. I have checked my junk folder countless times but I continue to receive marketing emails only. Thank you for your help.

  • Initial Complaint

    Date:06/15/2024

    Type:Delivery Issues
    Status:
    Unpursuable
    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.
    Missing parts. The product doesnt work without the missing parts. The company doesnt answer the phone nor my emails

  • Initial Complaint

    Date:04/15/2024

    Type:Product Issues
    Status:
    Unpursuable
    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 received the concealment shelf that I ordered on 19 Mar 2024 in good repair. However, the package for order #**** did not contain the following three items: 1. USB backup ************** 2. Motion activated light 3. RFID coin Items 1 and 3 are supposed to come with the shelf. Item 2 was an additional purchase.I emailed them on the 10th, 11th & 12th of April, yet ***** received a reply. The phone number on your website that I dialed, ************ and ************, yet cannot be completed as dialed. I even went on ******** and messaged them.

    Customer Answer

    Date: 04/16/2024

    I still get sales emails from Timbervaullts after the original order, yet I get no reply from me trying to contact them.

    Try the following address for Timbervaults:

    3903 ********** ***** ******, ***** 78704

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

    They are also on Facebook:

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

    The following is their customer service page explaining a transition process they're going through:

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

    Gun Concealment Shelves Gun Concealment Mirrors Lights + Add ons

    The following is copied from an email today; it is also in an attachment:
    Last chance: Free shipping + 20% off ends today!

    Don't let this opportunity slip away - today is the last day to take advantage of your free shipping and 20% discount.
     Use code SAFETY20 at checkout and get your order in today.  
    Unsure which shelf is right for you? Email us at ******************************* today!
    TAKE 20% OFF

    GET 20% OFF ON THESE CUSTOMER FAVORITES

    Ace Large Concealment Shelf w/ RFID Lock
    $369.00

    BUY NOW

    Ace Medium Concealment Shelf w/ RFID Lock
    $279.00

    BUY NOW

    CONVENIENT PAYMENT OPTION

    Choose Shop Pay at checkout to split your purchase into 4 interest-free payments. No fees, ever. No impact on your credit score.

    Shop now, and pay in flexible payments with Shop Pay! 

    TAKE 20% OFF

    Need help choosing a shelf? Please contact us with any questions at ************ or *******************************. Our team is always happy to assist!
    The Timbervaults Team
     
    No longer want to receive these emails? Unsubscribe.
    Timbervaults 3903 ********** ***** ******, ***** 78704

    Customer Answer

    Date: 04/16/2024

    I still get sales emails from Timbervaullts after the original order, yet I get no reply from me trying to contact them.

    Try the following address for Timbervaults:

    3903 ********** ***** ******, ***** 78704

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

    They are also on Facebook:

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

    The following is their customer service page explaining a transition process they're going through:

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

    Gun Concealment Shelves Gun Concealment Mirrors Lights + Add ons

    The following is copied from an email today; it is also in an attachment:
    Last chance: Free shipping + 20% off ends today!

    Don't let this opportunity slip away - today is the last day to take advantage of your free shipping and 20% discount.
     Use code SAFETY20 at checkout and get your order in today.  
    Unsure which shelf is right for you? Email us at ******************************* today!
    TAKE 20% OFF

    GET 20% OFF ON THESE CUSTOMER FAVORITES

    Ace Large Concealment Shelf w/ RFID Lock
    $369.00

    BUY NOW

    Ace Medium Concealment Shelf w/ RFID Lock
    $279.00

    BUY NOW

    CONVENIENT PAYMENT OPTION

    Choose Shop Pay at checkout to split your purchase into 4 interest-free payments. No fees, ever. No impact on your credit score.

    Shop now, and pay in flexible payments with Shop Pay! 

    TAKE 20% OFF

    Need help choosing a shelf? Please contact us with any questions at ************ or *******************************. Our team is always happy to assist!
    The Timbervaults Team
     
    No longer want to receive these emails? Unsubscribe.
    Timbervaults 3903 ********** ***** ******, ***** 78704

  • Initial Complaint

    Date:04/03/2024

    Type:Delivery Issues
    Status:
    Unpursuable
    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 placed an order for two gun shelves on 3/25 for $417.99 and immediately the money was taken from my account. I received an order number 2309. I haven't heard anything since, I've called and emailed several times and no response.I'm sure I've been scammed since I now see multiple folks have unfortunately experienced the same thing.

  • Initial Complaint

    Date:03/04/2024

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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.
    On December 22, 2023 I purchased a TimberVault for $280.00 with order #****. I have still not received the item. I have made several attempts to contact then via phone and email, all of which are negative. I have since seen the similar issue with lots of "customers".

Timber Vaults, LLC. is NOT a BBB Accredited Business.

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