ComplaintsforPrimary Arms, LLC

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased *** *** ***** ***** ** rifle optics from primary arms. Their small compact optic produced by their company. The first optic’s illumination feature shuts off and turns on intermittently during use and I am unable to resolve the issue. The optic turns itself off and then will turn itself back on during impact from the recoil of the rifle. I have replaced the battery in the optic and this did not resolve the issue. The second optic has an issue with an intermittent changing point of aim. During use, with the impact from the recoil of the rifle, the optics point of aim will change and I am unable to resolve the issue. I have installed the optic on two different rifles and the issue is the same with point of aim which changes during use. Two of the same model of optics have issues which I can’t resolve. Primary Arms has not responded to numerous emails regarding the issues with both optics. Neither optic has any visible damage and the issue continues so the optics are not performing as advertised. They have not acknowledged the issues or communicated to me regarding the optics. The issues have been ignored. Primary Arms advertises a lifetime warranty for this model of optic, both online and in the warranty card provided with the optics. My desired outcome is they repair or replace the optics with the same model. If they are unable to repair or replace the optic, a refund would be sufficient. Primary Arms advertises a lifetime warranty for this optic and they should honor the warranty. I don’t want these optics returned to me. Primary Arms should pay for these optics to be returned to them and supply me with an optic that works as advertise or make me whole by refunding the cost of the optic.

  Business response

  04/03/2024

  Hi Mr. *********
  
  Thank you for taking time to speak with me. As we discussed, please reply to the email I sent to your ************************ ******* **** * ***** ** *** *** ****** ************* **** ******* on the second optic. Once I have that, I will generate Return Authorizations (RAs) for both optics and send you shipping labels for a quick return. This will allow us to diagnose and repair them as soon as possible.
  
  Thanks for letting me take care of this for you.
  Very Respectfully,

  Customer response

  04/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  
  
  
  Hi,
  
  This complaint has been resolved. The company has reached out to me and they are going to resolve the issue.
  
  Thank you for your assistance.
  
  **** ******** *********************** ************
  

  
  

  
   
  

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Primary Arms is hiding important shipping info from their product page about very long shipping delays. Some of their items are drop-shipped from a warehouse and take two + weeks to arrive. They claimed via email support that they show which items have long shipping times, but my own screen shots of the product page is wholly absent of this info. I needed a pair of duty boots and did not receive them in time (as of this writing I still have not received them) so had to purchase a second pair locally. Primary Arms also told me they will not cancel the order, even though I contacted them before the item shipped. They told me I could return the item but the **** ****** is 20 minutes from me one way, so now I have to drive 40 minutes and wait in line at the **** ****** to fix their mistakes? I have purchased a lot of stuff from Primary Arms in the past, most of it for duty use, but now will look at every other retailer before looking their knowing they are pulling this ***** Primary Arms can make this right by sending *** ** ***** to my door to pick up the boots as I am not driving 40 minutes to return them. ***** ****

  Customer response

  01/19/2024

  Better Business Bureau:
  
  After reading their email reply I can see that the shipping delays were caused by bad weather.  Please close the complaint.
  
  Regards,
  
  

• Initial Complaint

  01/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I don't appreciate being treated this way. I am a veteran and a retired LEO that has spent a large amount of money on your products. I have been given the run around and even hung up on by your customer service. I have been promised by several customer service reps to fix a problem, but no one has fallowed through. I have an order that I have never received, and the reps only blame the USPS for the issue. Look I just want the item I paid for. Please stop making promises and stop blaming others. you are supposed to be a reputable company that takes care of their customers. I cannot continue to recommend a company that blames everyone else instead of fixing the issue. I will have to go through my credit card company to fix the issue.

  Business response

  01/24/2023

  Good morning, I do see your package tracking has updated to be delivered today. I do apologize for the issue and we have been pushing USPS for a fix for this issue that they have. They are a separate company from us so they will only fix what they want as fast as they want. We do have to offer it as a shipping option since our customer specifically ask for this option due to the lower cost, which is why we put a very clear disclaimer on our checkout page as shown:

  
  **After your shipment leaves our warehouse, actual delivery times may be longer than carrier estimates.. We are currently observing delivery delays with USPS shipments.
  ***USPS is currently experiencing issues with their tracking system. You may see delayed reporting when attempting to track your shipment.

  
  Currently we are working through a large amount of issues with USPS and their follow up back to us is slow to nonexistent which creates delays getting back to our customers. Here at Primary Arms we support our Military, Veterans and First responders, we have many of them on our staff including myself, so this is in no way a reflection of that. We are doing our absolutely best to get all issues with USPS resolved and get our customers taken care of. I do have our Customer Service Manager refunding your shipping cost on your order and you will see that back to your credit card shortly. Once again I apologize for the issue you ran into with the shipping and tracking of your order and we will continue to work this with USPS to better serve all of our customers.  

• Initial Complaint

  01/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased 2 items from Primary Arms on 1/5/2023. The items in question are items #****** and *******. On no less than 3 occasions I've tried to resolve the issue with Primary Arms without success. Each service support person stated they would look into the matter and follow up. This has not happened as of 1/23/2023. At this juncture I would like a full refund/credit to my credit card account. I do not have the product. Note: Order # ********** ***** **** ******* ******

  Business response

  01/24/2023

  Good morning, I do see your package was delivered on January 23, 2023. I do apologize for the issue and we have been pushing USPS for a fix for this issue that they have. They are a separate company from us so they will only fix what they want as fast as they want. We do have to offer it as a shipping option since our customer specifically ask for this option due to the lower cost, which is why we put a very clear disclaimer on our checkout page as shown:

  **After your shipment leaves our warehouse, actual delivery times may be longer than carrier estimates.. We are currently observing delivery delays with USPS shipments.
  ***USPS is currently experiencing issues with their tracking system. You may see delayed reporting when attempting to track your shipment.

  Currently we are working through a large amount of issues with USPS and their follow up back to us is slow to nonexistent which creates delays getting back to our customers. We are doing our absolutely best to get all issues with USPS resolved and get our customers taken care of. I do have our Customer Service Manager refunding your shipping cost on your order and you will see that back to your credit card shortly. Once again I apologize for the issue you ran into with the shipping and tracking of your order and we will continue to work this with USPS to better serve all of our customers. 

• Initial Complaint

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contacted for return of an item got an ra number returned the item on the11/20/22 here we are 21 days later no refund contacted my bank no read turn with them either they have checked from the looks of it primary arms still in money this way they’re hundreds and hundreds of blocks about doing the same thing the customers

  Business response

  12/12/2022

  Here at Primary Arms, we are proud to say, we own our mistakes. We use them as training opportunities, and as an indicator where we need to improve. From this return being returned on the busiest day of the year, with a complete power outage which forced all activity in our distribution center, to the miscommunication with the accounting department when you requested a refund instead of a store credit. Finally, with no follow up to make certain a complicated return was resolved. There are many shortcomings in the handling of this return. We deeply apologize and resolve to use the missteps to improve and strengthen our processes.

  Customer response

  12/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
    Who know what to believe with this company I have yet to steal today be in the 12th of received a refund we finally reached out today and was told it was never processed that they have to start in reprocess it today that would be another 5 to 7 days when when this all started on the first of December, I was told 3 to 5 business days that will never happen then I was told again on dec 5 that now my refund has been processed and it would be 5 to 7 days. I’ve been given so many different answers half of them by the same people that they don’t have no clue what they’re doing to me. It looks like they’re just trying to steal the money and coming up with every reason not to give it back, even though they have the product which makes him a bunch of thieves, hundreds and hundreds of blogs about this company that are bad but back to the subject as you can see two different emails two different dates two different responses to different times my money was supposed to be refined it and it still hasn’t been
  

  Business response

  12/14/2022

  Your refund was issued to your bank on December 12, 2022. Your bank may take 3-5 business days to put that back in your account. What further can we do to help you?

  Customer response

  12/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
    Ok still waiting as you can clearly see I’ve been giving so many dif dates still don’t know who to believe. Talk to my bank and there still not seeing a refund guess this is going have to go to court
  

  Business response

  12/23/2022

  Attached is the refund receipt with the return code to your bank. Please let us know if you have any other questions or concerns.

  Customer response

  01/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,

  
  

  I’ve checked my bank talked to my bank ever day except for the reset holidays and as of today 1/03/2023 still nothing we did call primary arms not to long ago as was informed they person that did the refund messed it up or didn’t process it right that he was redoing it so i do not know personal from all the dif answer I’ve gotten I’ve chuckled it as a loss 
  
  
   
  

  Business response

  01/14/2023

  Customer has been provided copies of the refund receipt that was processed and returned to their bank. The comment that the customer says their refund was messed up by some guy in accounting is inaccurate and proven by the receipts already provided. The customer needs to contact their bank at this point if they believe the bank has not processed or accepted their refund.

  Customer response

  01/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Negative it was Jason on the phone that gave the info I’m sorry if ever person in this company dose nothing but lie. And yes I speak to my bank daily and still no refund as of today guess it’s cam to the time to end talks I will no longer be responding and we let a judge decide becuz theft is not cool and that what this place has done stollen from us this has been going on sense thanksgiving it’s become a little ridiculous
   
  

  Business response

  01/31/2023

  We have checked with the credit card processing merchant multiple times who does show your refund sent back to your credit card as the refund receipt provided shows. We have also checked the phone logs which tracks all calls coming into our company and see no calls from either Jeramy Snowden or Angela ******* on the dates claimed. Jason took 6 phone calls on that date and all 6 of those phones calls are accounted for to other customers. 

• Initial Complaint

  08/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  II purchased an item in July from Primary Arms. When I picked up the item and got home, I noticed that the red dot that came with the order was a ****** SMS2 and not the ****** RMSc as stated on the item's description. When I called about the issue, I spoke to a couple people, and was told that even though the description states the ****** RMSc, that the picture of the image shows the ****** SMS2. They agreed that it was extremely misleading, they said they use the manufacture's descriptions so I would need to contact the manufacture to get this resolved and that there was nothing they could do. So I looked at the manufacture's website description, which had the correct description stating the ****** SMS2. I contacted the manufacture and was told the issue was with Primary Arms, because the manufacture's info is correct. I called Primary Arms back to tell them what I was told, and was told the best they can do, is a $35 store credit (about 5% of the item's cost). The price of the red dot I received was $130 cheaper than the one advertised. It's now over a month and I went to use the store credit, which was not placed on my account, so I didn't make the purchase I was going to. I noticed that the item's description is now correct on their website. I would suggest that if you purchase an item, look at the product headline description, the detailed description, and zoom into any pictures associated with the item to verify any discrepancies in model numbers.

  Business response

  09/01/2022

  Good afternoon Kostas, Thank you very much for taking our calls so we could get this issue taken care of. I apologize for the inconvenience you ran into, but we are glad we could get you taken care of. If you have any questions or concerns in the future please feel free to reach out to us. 

• Initial Complaint

  08/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of transaction: 7/30/2022 Amount: $1045.34 Confirmed Order: 1 each OSS Helix HX-QD Magnum TI 338 Suppressor Primary Arms committed to “ship within 5 business days or less.” They have failed to do this, have failed to contact me, and have failed to respond to my email inquiry regarding the status of my confirmed order. Primary Arms has not tried to resolve this situation (see above). Order Number: SO-*******

  Business response

  08/11/2022

  Thank you for bringing this item to our attention. Due to the fact this is a NFA item it does not in fact ship within any allotted timeline as stated in the email our customer service department responded with. We have reached out to your FFL dealer multiple times to get a copy of their FFL and SOT and they have not responded with that information. Once we get that information we will then do a Form 3 to ship that NFA item to your dealer. Form 3's currently are running 2-4 weeks from the ATF, at that point the NFA item will be transferred to your selected dealer to start your Form 4. The ATF has very strict guidelines on NFA items and those are followed to the letter and no shortcuts are allowed. If you need more clarification on the NFA process, please feel free to reach out to us and we can explain in further detail for you. 

• Initial Complaint

  05/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered an item and I believe that they intentionally sent me a broken item due to previous dealings. I previously ordered an optic from them and before I even received the item I was sent an email for 12% off the entire site. Instead of returning the item and ordering another I simply asked for site credit. It took some tooth pulling but the credited me 38$ roughly. I used the credit to purchase something and I received the new item and it is not in proper working order. I noticed something weird about the packaging while I was opening it. Almost as if it had been opened before. They advertise this item as brand new! I emailed them immediately about the defective product and it took some time to get a response. The response stated that someone would be in touch. No one else has contacted me and it has been 4 business days. I emailed them several times since last communication and no response. I've even gone as far in my communications to say that I'd like to downgrade my item to a lesser valued item at my expense..they can keep the difference. I won't expect another credit for the 5 or 10$ difference. They have failed to give me an RMA number or return label.

  Customer response

  05/16/2022

  Better Business Bureau:
  
  
  This letter is to inform you that Primary Arms, LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 5/14/2022 and assigned ID ********.
  
  
  Regards,
  
  

• Initial Complaint

  04/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On November 24, 2021 I placed an order. One item stated that it will ship from an outside warehouse and take 2-3 days to ship. (Item showed in stock on their website). Their “outside warehouse” is a total lie! What it should say is that they are the middle man for the company selling the product. Then they call it a “drop ship” item that is coming from the manufacturer. The item never shipped and was on back order even though it showed in stock at time of purchase. It’s has been over 4 months and still no shipping. I call once a month to check on it and they just give me the runaround. People need to know what the outside warehouse clause really means because they don’t define on the product page.

  Customer response

  04/02/2022

  Better Business Bureau:
  
  This letter is to inform you that Primary Arms, LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/1/2022 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered from Primary Arms via ******* They said my package was delivers friday and it NEVER came. I attempted to contact the seller via ****** message and got zero response. As I sit here and type this complaint guess what? MY PACKAGE STILL HAS NOT ARRIVED. Primary Arms is doing absolutely NOTHING to rectify the situation and ****** is little to no help! I want a refund because I can not in good faith trust this company. I’ve attached screenshots of me trying to contact them as well as the order itself! You can contact me at *********************

  Business response

  03/01/2022

  I apologize for the issue you are running into. I do see where we clearly responded to your emails and have attached a clip showing that. ****** refunded you for your order on the 28th, the same day you emailed us and we contacted ****** on your behalf. Refunds going through ****** are subject to their timelines and not ours and typically take 3-5 business days to reflect back to your account. Please let me know if you have any other questions or concerns. 

*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. ↩