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:01/18/2024

  Type:Delivery 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 November 2023 I ordered a $219 item for a Christmas gift. The package was not delivered. It was either stolen or put in an incorrect mailbox. I have over 35 emails back and forth with *****("the manager") only to be told, almost 2 months later, "sorry, you're on your own and there's nothing further we can do"(In a nut shell). Totally unprofessional and I believe illegal. The customer should not be left to his or her own vices to track a package and file reports. That's the vendors job. Total buffoons running this place.

  Business Response

  Date: 01/19/2024

  Customer ordered 11/23/23 and shipped the next day with USPS and
  tracking ***********************) indicated it was delivered in 3 days. Two
  days later 11/29, customer contacted our company that he returned home from
  trip and there was no package. He also proceeded to say this has happened
  before. I began with submitting a missing mail search with USPS that day and advised
  that we may not hear anything back for a week or so (around 12/6). The customer
  immediately requested a refund 12/1/23 as he stated he had already bought a
  replacement. The customer emailed for status 12/5/23 and 12/6/23 to which it
  was explained again that we were pending an update from the shipper. After
  following the waiting period USPS requires, I was able to file a claim 12/6,
  appeal 12/12 and second appeal 1/5/24. All three were denied due to USPS showing
  the package was delivered properly via GPS scans. After the first denial,
  customer was given instruction that if he believed to be theft as initially
  mentioned to file a police report and send us a copy to which he declined and
  stated "It's obvious it was either delivered
  (or reported delivered) incorrectly or it was "snatched" by a low
  life.". Between the first appeal and second appeal, he emailed 12/18, 12/22,
  12/26, 12/28 and twice on ¼, even after being informed the investigation was ongoing.
  Again, I suggested filing a police report after the final denial as USPS
  concluded that it was properly delivered to which he declined. We shipped his
  order in 24 hours and it took only 3 days in transit to be delivered. From
  start of the USPS investigation to finish was 27 business days which included
  two holidays. This timeline has been one of the quickest I have encountered
  during this holiday season. Unfortunately, both USPS and Joe Bob Outfitters
  concluded that this was delivered to the specified location and by his choice
  is unwilling to file a suggested police report. 

  Business Response

  Date: 02/02/2024

  I completely understand the frustration. As you have mentioned, we fulfilled the responsibility. We processed your order quickly and correctly. Unfortunately, as you mentioned, it appears that there was theft involved, therefore, we suggest a police report. You did not receive a product, although both our investigation and the postal service has concluded it was delivered safely and to the correct location. We also no longer have the product and are out the cost of the product and shipping. I, again, apologize for your frustration and if you file the police report, please send us a copy. 

  Customer Answer

  Date: 02/02/2024

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

  As I said numerous…. times the police cannot do anything because, what are they to do? The package is gone and they are not gonna do a full-blown investigation for a $200 item. It’s just not realistic or worth the towns time. I’ve already explored that. Instead of using the USPS service, maybe the company should think about using a different delivery service. Again, I am the customer so there should be some type of “good will” here on the companies part. I’ve ordered from them several times in the past with no issues.  This time, the holiday season affected this delivery and me. So, I do not think it’s so….unread for the company to honor some type of reimbursement or store credit for me to use. IT IS NOT FAIR!.  Further, do you think the post office is in any position to investigate this as well? They are the most underfunded and slim government agency ? Te me, useless. I’m surprised they even exist as a service any longer. I think they should do the right thing and come to some type of offer for me as a compromise. Thank you. 
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:04/20/2023

  Type:Billing 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 made a purchase and the item got returned to sender through no fault of my own. Joe Bob's return policy states: " We accept returns for 100% store credit or refund less **% restocking fee. This must be done within 30 calendar days after delivery of the product"
  I asked for the 100% store credit and the owner, Joseph, refused. Then on top of that, charged me additional shipping to receive my item.

  Business Response

  Date: 04/24/2023

  The customer's item was returned to sender. That is not the same thing as a return the customer shipped back to us. We shipped the first shipment to the customer free of charge. The $**** second shipment was the responsibility of the customer, which he's complaining about. If a package is refused and needs reshipped or a bad address or provided we do not offer store credit for. Additionally, the customer was also trying to get us to price-match another vendor (that didn't have it in stock, or offer free shipping for that matter) while his order was on it's way back to us. Neither of which fall within our policies in this instance.

  Customer Answer

  Date: 04/24/2023

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

  1) The package was NOT refused as the business falsely claims. Either the business sent to the wrong address, or the post office failed to deliver. Either way, none of those are the fault of me ( The customer ). 2) See the newest attachment where the business offers to provide the standard return policy AFTER they already have the item in their possession and then refused when I accepted the offer. 3) The response from the business now states that they refuse to honor their return policy again ( Reminder, they item was returned to them through no fault of my own as I never received the item / never saw the item / never had the item in my possession ). 4) The business FALSELY claims "the customer was also trying to get us to price-match another vendor". You can plainly see from the attachment; I made this simple inquiry: "I was wondering if you do price matching?" Since I have been a LOYAL customer for over ** YEARS ( See attachment ), I was looking for an answer for future purchases. 
  
  
  
  Sincerely,
  
  
  
  Mike ******

  Business Response

  Date: 04/25/2023

  We shipped the order to the exact address that was provided. We don't know the reason why it was sent back, if the address provided can accept mail, etc. However, the PO box provided on the second shipment worked fine. Additionally, we treat all customers the same regardless if it's their first order or 15th order. In this case the customer had (1) $***** order in 2012 and (1) $***** order in 2013 which highlight extensive loyalty, which we appreciate.

  Customer Answer

  Date: 04/25/2023

  Bottom line is the business did NOT honor their return policy. 

• Initial Complaint

  Date:02/08/2023

  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.

  My recent delivery and build of two of Joe Bob Outfitters ******* AR15 lowers has caused me to rethink where I spend my money. The builds came to an abrupt halt when I discovered the holes for the Safety were so oversized and out of spec (0.376 +/- 0.001) that the trigger would fire with the safety in the "SAFE" position and would release the hammer by simply turning the safety selector from the "Safe" to "Fire" position. The Take down pin and pivot holes, designed to be an interference fit thru both sides of the frame @ (0.251 +/- 0.001) were also oversized and out of spec to the point the pins would simply fall out of the frame. Mil-spec Lower parts kits from military contractors, (**** *********, ******** *******, and ***) were used for both builds, so obviously, I wasn't having a parts issue. I've returned the lower receivers to them but they've refused to acknowledge responsibility for the problem and have claimed not to be able to duplicate the problem. After checking with the Better Business Bureau online I discovered that other customers have had similar experiences with Joe Bob's Outfitters refusing to acknowledge defective merchandise and refusing to help in similar situations and then charging a "Re-stocking fee" for merchandise that was defective when it was sold, so one can only presume that this is standard operating practice for their company. This "Return" experience has been so damaging to my opinion of their company that I will never purchase from them again, and can't in good conscience recommend them or their products. They do ship fast, but that isn't the only thing that matters. Good service after the sale is is a requirement IMHO, and that is definitely lacking from their business model.

  Business Response

  Date: 02/13/2023

  It seems a bit odd the customer filed a BBB claim in the middle of us trying to troubleshoot his issue. Likewise, we didn't "claim to be unable to duplicate the problem.". We literally took video of it installed with several triggers and the customer's safety he included with it and sent it to him. That's not really a 'claim'. It's just factual. We have been unable to determine anything off with the customer's firearm. In fact, we've never seen a lower receiver with the claims he made out of 100,000+ sold, to say it's rare would be an understatement. Likewise, we haven't been able to replicate it on his returned product.
  
  
  
  The customer should realize you get more flies with honey and thus filing a BBB claim doesn't really give him anything 'extra' but, instead, wastes more time for everyone involved. We've been polite and courteous in all email chains and our phone conversation, but, based on his recent assessment of conflict resolution we have cancelled his account.
  
  
  
  We've shipped way over a million orders and thus not all customers have been happy. However, we do try to take care of issues as best we can but, again, courtesy is a two-way-street. Customers frequently misdiagnose problems or unable or unwilling to assist in the troubleshooting process. We will continue to assess the lower receiver as thus far we haven't been able to verify any of the customer's claims with our fire control groups tested.
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