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:06/27/2025

  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.

  Its been over 48 hours since I contacted mas defenses email and number multiple times I need a refund and Ive gotten nothing back from them

  Business Response

  Date: 07/09/2025

  To Whom It May Concern,

  
  We sincerely apologize for any inconvenience or delays you may have experienced. Our store was temporarily closed due to our relocation to a new facility, which required all available resources and time. This closure took place from June 26, 2025, to July 3, 2025, and was clearly communicated through a notice on the homepage of our website.

  
  Additionally, an automated email response was active during this period to inform customers of our temporary closure and expected delays in response times.

  
  Andreass initial inquiry was received after business hours on June 25, 2025, just as we were beginning preparations for the move. Unfortunately, only three days were allowed for a response before a credit card dispute and a complaint to the BBB were filed. As we were officially closed during that time, we were unable to respond within that short window.

  
  We value our customers and are committed to transparency and timely communication. We appreciate your understanding and patience during this brief transition.

  
  Thank you,
  MAS Defense

  
  

• Initial Complaint

  Date:08/15/2024

  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.

  I ordered a Polymer 80 lower and this company sent it to me in plastic wrap and not even the original Polymer 80 box. After starting on it I realized the mag well was deformed and was super thin towards the middle causing breakthroughs. After issue after Issue I decided to look up the actual ***************** and apparently they just got sued and the entire company and websites shut down so there's no way to get any other support or instructions other than this company MAS Defense where I ordered from. They immediately denied any issues and refused to take it as a return or provide me a refund. I brought up all the issues and they got more and more defensive and Told me since I did some work "It's considered a firearm" Which is false. I haven't drilled any holes or fully milled out any sections. I told them that since it's plastic I'll just melt it down if that's what they need for me to send it back and now they're refusing to respond to any emails. So I'm currently out almost $100 because they refuse to accept their faults. Even their other sister company messed up an order and refused to accept that return even though it was untouched. I want my money back.

  Business Response

  Date: 09/19/2024

  ***** ****** placed his order on 8/4/24. We shipped his order on 8/5/24. The package was delivered on 8/9/24. Mr. ****** emailed us on 8/10/24 requesting to return the part purchased. We responded on 8/13/24 requesting more information.

  Mr. ****** emailed back stating the part was out of spec,was not in retail packaging and did not include instructions. We advised ********* that every part is inspected before it is shipped out. We also advised him that our site specifically states in the product description that these items are not returnable, instructions are not included, and the frames are shipped in bulk packaging.

  We requested information and pictures of the part. We did this to see if Mr. ****** had altered the part to become a firearm. Mr. ****** emailed back stating he had already packaged the part. In another email he stated he had not done any work. We again asked for pictures. When we received them, it was clear that Mr. ****** had completed work that made this part into a firearm. We also saw where the work Mr. ****** completed was not satisfactory or the way it should have been completed.

  We advised Mr. ****** that he could not under any circumstances ship a firearm to us. We also advised Mr. ****** that we reviewed the pictures and found nothing wrong with the part other than the work he had completed. Mr. ****** then proceeded to take something and burn/melt the part into a pile of plastic. He sent us pictures of this and made threats to post this on various sites if we did not refund his money.

  In closing, the part Mr. ****** received from us was 100% in spec. He altered the part to make it a firearm that could not be shipped back to us. He agreed to the Terms and Conditions on our site that specifically state this part could not be returned. He was not trueful about completing work on the part and wanted his money back because the work he completed was not done correctly. We ask that you remove this complaint from our business.

  
  Thank You

  Customer Answer

  Date: 09/20/2024

   
  I am rejecting this response because:This company is untruthful and lied about the company to the item I bought being out of business. I want a refund immediately.