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:07/10/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Order arrived slightly early this later than quoted time, and I was in the process of moving. Explained this to customer service, and their policy is not to allow pickup at ***** location. Order has to be shipped all the way back to them, and then to my updated address (which is literally down the street) from my old address. As an active *** attempting to obtain gear from this company, it is a punch in the face for that one simple accommodation couldve saved so much grief. I even explained the items were for a conversion class at my agency, and all they had to do was allow pickup at the ***** location. I even asked to speak to the supervisor, and was put on hold, and given a response from them.

  Business Response

  Date: 07/10/2025

  Good ************************* Thank you so much for taking the time to speak with me.  We are sorry our policy on redirecting shipments caused you such inconvenience.  We were glad to see that you can get your order later today.  Please let me know if you have any issues, we'll be monitoring your tracking.  Also, please let me know next time you place an order so I can see what we can do to help you out due to the inconvenience with this order. Sincerely, Darrell 

  Customer Answer

  Date: 07/14/2025

  [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.  
  
  
  
   
  

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair 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.

  Purchased a Primary Arms SLX 1X prismatic optic from local retailer. After about 3 months the prismatic optic stopped illuminating, changed battery 3 times, and still no illumination. I have reached out to this company several times with no return correspondence from primary arms.Primary arms offers limited lifetime warranty, and since it went bad within 6 months I believe this falls under warranty. But they will not return emails, tried calling toll free number when I had free moment, put on hold for over a half hr. ************ will not communicate with their customers, to find out how to request warranty info, and return address.

  Business Response

  Date: 12/13/2024

  Good ************************************ tried reaching out to you via phone yesterday and today regarding this complaint.  I am unable to find a record of contact using your name, email address, or phone number.  If I can get your mailing address and where you purchased the optic, I would be happy to get an expedited return started for you along with a return shipping label.  
  
  Very Respectfully, 
  *******
  ******************

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair 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 December of 2023 I called primary arms because of a manufacturing issue I had with a new scope. A Primary arms GLX4 Gold 4-18X50 Rgrid reticle with lifetime warranty. Upon mounting the scope I could not get the reticle level without the body being off several degrees. I set up a series of test in s scope testing fixture & confirmed that the reticle was off several degrees from body having a significant impact on its proper function I called Primary arms & spoke with ******* in the returns & would set up an rma ******************* photos. I submitted photos and primary arms had me send the scope in to be inspected and repaired/replaced. After a week or so I was contacted by ******* and they confirmed that the scope was indeed defective and would replace it with a comparable model since the RGrid reticle was no longer offed they replaced it with a GLX 4.5-27X56 *************** Reticle. I received the scope, mounted and leveled it only to discover it had a canted reticle. I ran it through testing & discovered my replacement scope had a canted reticle as well. I contacted *******, he asked for pictures. They approved another ***. ******* agreed to call me once the scope was tested & have a replacement tested before shipped. A week later I received a package from primary arms with a scope in it. NO phone call No info. I called & spoke to *******. He wasnt in when they received my scope the scope was defective and replaced with a new scope that was not tested & If there was a issue with the replacement he would rush me a tested new one. I tested it and same issue. I emailed ******* and told him about the problem & received a response for more pics. I was so disgusted and tired of all the work of testing scopes I forgot to take pics so I put it on the side for a while. I eventually/recently emailed ******* with pics and expected a quick response, no i received we are processing an rma we will call you. No phone call yet and its bin two weeks.

  Business Response

  Date: 11/11/2024

  We want to offer our sincerest apology for the less than stellar experience that did not meet our standards. We appreciate your taking our phone calls and working with our Firearm Product Specialist teams in order to find a solution that works out best for you. Please continue to share your experience, and thank you again for bringing this to our attention and giving us the opportunity to take care of the issue.

• Initial Complaint

  Date:07/11/2024

  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.

  This is regarding a product that Primary Arms sells on their website, item number FTT-EA and their unethical business practices. Two of these stripped upper receivers were purchased and found that there was a geometric issue with them. Standard parts from other manufacturers would not install. The parts were installed on other upper receivers and found to work perfectly. After inspecting the uppers I had determined that the slot into which a barrel pin slides into during assembly was slightly misaligned. This caused the other parts to not engage. Primary Arms kept my money and instructed me to send the parts back to the manufacturer. The manufacturer kept those uppers and no refund was issued. Primary Arms was informed of the issues but continues to sell those faulty parts. Furthermore, Primary Arms has engaged in the unethical business practice of suppressing negative reviews of their faulty products, thereby tricking consumers into buying things that simply don't work. They suppress objective negative reviews on their website and they suppress comments on their ******* videos as well. Primary Arms has engaged in unethical business practices at the expense of people who would unwittingly patronize their business and then when caught they become unresponsive.

  Business Response

  Date: 07/11/2024

  Thank you for reaching out to the Better Business Bureau (BBB) regarding your experience with Primary Arms. We take all customer concerns seriously and appreciate the opportunity to address yours. 
  
  We understand your frustration with the ****-AR AR-15 Stripped Upper Receivers (Item #FTT-EA) you purchased. We apologize that you encountered difficulties during assembly and that the parts did not function as expected.
  
  Addressing the Functionality Issue:
  
  Our records indicate that you contacted us about the upper receivers in May of 2020. We facilitated the return of the parts to ***********, the manufacturer, for inspection. As you mentioned, ****-AR determined the upper receivers to be within specifications after a thorough examination.
  
           **** Engineers put both of your uppers on a $30,000.00 comparator and found both to be in spec.
           **** had the manufacturer come to the **** facility to inspect your uppers and found both to be in spec.
           **** Engineers installed both of your uppers on a number of lowers and found no issues.
           **** Engineers test fit 15 barrels of different styles and brands installed both of your uppers and found no issues.
           **** Engineers test fit 50 BCGs both of your uppers and found no issues.
           With no issues being found, and the uppers being used, **** offered to return your uppers to you. They advised that you refused the return of your property. 
  
  We understand that this may not be the resolution you were hoping for. However, it's important to note that ****-AR is a reputable manufacturer, and their findings suggest the parts themselves may not have been the root cause of your assembly issues.  It is also worth noting that we have carried this item since August of 2018 and have sold a total of 2,163.   Looking at the reviews for that product, we have a total of 9 1-star reviews.  7 of those are your reviews.  We feel it would be unfair and disingenuous to allow one purchaser to post 7 1-star reviews of a product.
  
  Addressing the Review Concerns:
  
  We strive to maintain a fair and transparent review process on our website. Reviews are moderated to remove vulgar language, personal attacks, duplicate reviews (spamming), and irrelevant content. We apologize if your reviews on our website or ******* channel did not meet these criteria and were not posted.
  
  However, it's important to clarify that we do not suppress negative reviews about faulty products.  One of the seven 1-star reviews you left on our website for the FTT-EA upper receivers is live and active on the product page, which demonstrates our commitment to transparency. (images of that review record are attached)  Please note that the FTT-EA product page is currently not live on our site as we have not had any in stock since February of this year.  
  
  Moving Forward:
  
  We are committed to customer satisfaction and want to ensure a positive experience for all our customers. We would be happy to refund you for the upper receivers.  Please reply with your mailing address and we will get your refund check processed.
  
  Sincerely,
  The Primary Arms Team

• Initial Complaint

  Date:06/13/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 attempted to cancel an order with this company about half an hour after I placed an order. They told me that, while they hadn't shipped it out yet, they would not cancel it. They told me that I could wait until the ship it to me, and then attempt to return it for a refund, but this will take almost a month. Essentially, they still have my order at their location but refuse to cancel and refund it until I ship it back to them, which will waste a month of my time.

  Customer Answer

  Date: 06/14/2024

  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 6/13/2024 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  Date:04/03/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 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

  Date: 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 Answer

  Date: 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

  Date:01/22/2024

  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.

  Hello. I was told they have it in stock and it would ship out. I checked the tracking and it's been sitting at the **************** for 5 days in **********. Called Primary Arms they said they where having issues with the post office. Short staffed. Well switch to a different carrier. I wanted my money back and they said a store credit. I will Not being doing any business with them again. I want my money credit to my credit card.

  Business Response

  Date: 02/19/2024

  Regarding order SO-*******, placed on January 16th, 2024. While we understand the carrier you chose experienced delays, we want to assure you that your order was promptly picked, packed, and shipped the same day by 4:05 PM. The tracking information we've attached confirms delivery on February 1st, 2024, at 10:52 AM. 
  
  As a gesture of goodwill due to the less-than-ideal delivery timeframe, we proactively provided a return shipping label for a full refund. However, we haven't received the returned items 19 days after delivery. We remain happy to expedite a refund upon receiving the returned goods. To help us process it swiftly, please consider using the provided return label at your earliest convenience.
  
  Should you have any questions or require further assistance, please don't hesitate to contact us. Thank you for your understanding.
  
  Sincerely,
  The Primary Arms Team

• Initial Complaint

  Date:01/19/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  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 Answer

  Date: 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

  Date:01/23/2023

  Type:Customer Service 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 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

  Date: 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

  Date:01/23/2023

  Type:Customer Service 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 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

  Date: 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.