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:01/06/2025

  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.

  Unopened item that arrived much later than originally guaranteed by 123 Security Products. They said they would not accept a return on this product even though the website said the product could be returned for 100% refund.

  Business Response

  Date: 01/06/2025

  Dear ***** although you claim the item shipped was returnable it is an item we normally do not accept back due to heavy restocking fees by the brand.

  The item is listed in our return policy under items not returnable for future reference.

  We will in this case allow the return of such item provided it is unopened/uninstalled.

  Kindly send us images of the item in its sealed packaging and we will be happy to grant an RMA.

  This is the only condition that needs to be met for a full refund.

   

  You may send the image to *********************************************************

  Thank you,

   

  Customer Service/**************************

   

• Initial Complaint

  Date:08/21/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Placed an order for 4 security cameras on 6/10/24. Got an email that they shipped, but never received them. Tracking shows they were picked up and were at a *** facility. Contacted ************************** that they DID NOT ship because they were on backorder, and that they would ship mid July when they were in stock (did not mention this weeks earlier when I placed the order). Mid July I reached out to let them know I still hadn't received them, and only got a reply with a tracking #. No apology, just a number. Tracking says it has been "in transit" for weeks, so I open a claim with *** for a lost package. *** tried to contact 123 to close their investigation, they do not respond to ***'s requests. *** has now CLOSED the case as a "lost package", but 123 no longer answers or responds to my emails and has not refunded my money after asking them several times. They do not respond any more. All I want is my 4 cameras that I purchased or my money refunded.

  Customer Answer

  Date: 09/15/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by 123 Security Products.com regarding complaint ID ********.

  I had no other option but to dispute the charge on my credit card at this time. 
  
  Sincerely,
  
  ***************************

  
  

• Initial Complaint

  Date:08/01/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On June 10th 2024, purchased a network video recorder from 123 Security Products.com for $3648.50. After noticing that two recorders were ordered instead of one, I returned one of the recorders exactly as it had been received, in new and unopened condition. I had no reason to open or use the recorder that was returned. The returned item arrived at the seller's warehouse on the 3rd of July. The merchant then claimed that the recorder had been opened and was missing components and as such they would charge a 25%restocking fee despite the fact that the recorder had not been opened. I informed them that this would not be acceptable as the recorder was sent as it was delivered. They then claimed that the recorder was in new condition but not in its original box, nearly a month later they claimed the recorder had scratches from being used. These are obvious attempts to collect a 25% restocking fee that is not merited by the condition of the equipment. 123 Security Products then failed to provide any variety of refund for nearly a month for the returned equipment despite claiming that they had already sent out a refund on July 17th. After repeated calls and emails, they claimed to have sent out a refund for a partial amount of $2,736.37 which has not yet appeared in my bank account. After researching this business online we have come across several complaints regarding claiming that products are opened or used after returns in order to charge a restocking fee.

• Initial Complaint

  Date:06/25/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Hi, my name is ******* and I recently put in an order with this site. my order was taking longer than usual, so I decided to check the tracking. upon checking the tracking, it says it has been returned to the sender. I tried to contact the business, but they started to accuse me of fraud and altering the packaging when I did nothing of that sort, and when I tried to resolve the issue with the company, they told me that I was committing fraud and they would deny the refund, when I have done nothing but just wait for my product. My order number is ********** and my tracking number for the order is ******************. If you check, you can see that it says returned but they are refusing to help me with getting my money back after telling me they will issue me a refund. I will attach them accusing me of stuff I didnt do and I will also attach the picture of the tracking which clearly says returned. I will also attach the order confirmation that shows the tracking number is the one they gave me

  Customer Answer

  Date: 07/20/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by 123 Security Products.com regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:09/14/2023

  Type:Sales and Advertising 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.

  This company, by their own admission, breached my confidentiality and provided confidential information to someone over the phone without my permission. I placed an order with them on 9/5/23 and received an order confirmation through email, and my credit card was immediately charged (although no product had been shipped). After not hearing anything from them for a week, I sent in an inquiry on 9/12/23 as to the status of my order. The company then cancelled my order and sent me an email saying that an investigator from the *** had called them to inquire about me and my order history with the company. They furthermore told me that they had provided the *** with information about my transaction and then cancelled the order. I am not sure who called 123securityproducts, but for 123securityproducts to provide confidential information about me or the details of my transaction should be prosecuted as a criminal offense. They did not have my permission to do so and it is beyond ridiculous that a company would provide this kind of information to someone/anyone who called them over the telephone with absolutely no verification of who that person was. Shocking that a company breaches the confidentiality of one of their customers like this! Upon further investigation of customer reviews all over the internet and the BBB, there are other customers who have been poorly treated by this excuse for a company. I have kept the email thread between me and the company in which the representative specifically tells me that they provided information over the phone to someone.

  Business Response

  Date: 09/28/2023

  Hello. I am sorry for the order you placed being canceled but there were some security risks displayed by the bank processor and they are associated with shipping this order so we chose not to process.

  Please use another form of payment if you wish to place an order with us. We cannot accept your payment with the card used and had discussed this with you a few times.

  We cannot control calls or information we receive from banking institutions about transactions deemed a security risk. I apologize that this upset you and will help you to make a purchase in another way.

   

  Customer Answer

  Date: 09/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This company continues to be dishonest and is distorting what actually happened.

  On the day that I placed the order my credit card was charged and CLEARED my bank institution two days later (so there was no denial or problem with the bank approving the transaction). A week later when I called to inquire about the status of the order (as I had heard nothing from the company and no shipping notification had been sent), is when they cancelled my order making up a story that I should contact the *** as they were asking questions about the transaction (this is not something that the *** do as I have come to find out). Then they told me that an investigator from the bank also called them  and requested information about the transaction, which they provided (I have subsequently called my bank and asked them whether there was any problem with approving that transaction for less than $100! and they said there was no issue at all, so that is also all made up by 123security). I have a $60,000 credit limit with ******** and a current credit score of 867, which is near perfect! I really do not believe that the bank would be questioning a charge for less than $100! This is all made up nonsense (verified by my bank as previously stated) and the only logical explanation is that 123security did not have the product or could not get the product and made up this nonsense to justify cancelling the order. 

  You don't charge a customer for an order, and the charge is cleared by the bank,  and then a week later just cancel the order and say there was an issue with approval ....... the transaction was already approved, processed and cleared by the bank a week earlier! Furthermore even if it was true that the *** or the bank had called, they had no way to verify who those people on the phone were and 123security expressly told me that they provided the information that was requested - that would be a breach of my confidentially providing information to an unverified stranger. Finally, even if there was a problem with my payment being processed (which there wasn't as the transaction had already cleared my bank!), it is bad business practice and rude to just cancel someone's order without contacting them to tell them there was a problem with the payment processing and ask if the buyer wanted to use a different payment method (besides in those cases the seller would have known there was a problem with the payment processing on the same day that I placed the order, not a week later)  I needed that product for one of the rental properties that I own and it needed to be installed in a specific time window, so I specifically checked the shipping times of 123security before ordering the product. So when my order was cancelled I had to order from a different company (using the same credit card with no problem with my payment processing ......) but the product was now too late in arriving which created a huge logistical issue for me.

  Terrible experience, that caused me a lot of logistical headaches as a result of a company that is just plain dishonest and rude.
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************