ComplaintsforDavidson Defense, Inc.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase two charging handles on 2/6/24. The items shipped on 2/8/24. It is now 3/13/24. I have contacted them numerous times and keep getting the back and forth excusses. My package has jumped from shipping locations in Georgia 38 times in the last month and a half. I'm being told to wait a little longer to see if it arrives, if not, they will file a missing items request with USPS. I have filed a USPS missing request on my end twice!! For some reason i have a tracking number (the reason i see my item bouncing around Georgia) but USPS can't find it!!!!! I don't know what's going on, but with DD's reputation I can only assume it's something on their end that has this package in limbo. The last time i looked, it was transfered to Decatur, Georgia for the 9th time. I feel they should call it a loss and ship out a new package overnight at their cost. If they are not willing, i want my money returned ASAP and i will shop elsewhere.

  

  Business response

  03/14/2024

  Thank you for your feedback!

  We have been working with this customer to help with their shipping issue. Since we are not the carrier, we do not have control over the package once it leaves our warehouse. We have spoken to USPS and they had run into some processing issues and the package was placed on the wrong truck. The shipment was delayed, but is now on it's way to the customer and receiving updates. We have contacted the customer again to provide them with this and more information regarding shipping. If the package does not arrive, we are happy to assist them in filing a claim with the carrier. We thank the customer for their patience and for working with us on this issue!

  Customer response

  03/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  USPS has already sent me a refund check. This is because I had to contact them twice about my shipment. I believe this is something DD should have done for me the first month and roughly 40 trips between post offices. 
  Sincerely,
  
  ****** ********

  

  Business response

  03/18/2024

  Thank you for this additional information!

  We would love to further assist the customer, and we are currently awaiting their response to our email. We strive to provide the best support we can and have offered to help this customer with their claim. Per our terms and conditions that the customer agreed to at checkout: "Because carriers are no longer offering delivery guarantees without shipping insurance, it is highly recommended that you purchase package protection from us with your order. If you choose to forego our shipping insurance the risk of loss passes to you. If a claim is needed to be filed and you elected to not purchase insurance from us, we will be happy to assist you with your claim filing if you would like, but as a reminder, because you elected to not purchase package protection from us, we are not responsible for replacing the lost or stolen items, or payment for such."

  Despite our terms we were and are still more than willing to help this customer in any way we can. We are awaiting their response and hope we can provide them with a positive resolution to their shipping issue!

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My problem?I'm using up my valuable personal time contacting a company that had no problem taking my money, electronically, within moments, but have a problem with responding to my request to return an unwanted /terrible product.Tried contacting them on these dates, via email:2/1 2/11 2/15 3/1 As of 3/9 no response.Please help.order #DD-314174

  

  Business response

  03/14/2024

  Thank you for bringing this to our attention!

  We apologize for any inconvenience our delayed response may have caused. We have reached out to the customer to resolve any issues and are beginning a return for order DD-******. *************, we will proceed with a credit or refund as the customer would prefer. We are taking steps towards improving our response times so we can take care of our customers in a timely manner, and we greatly appreciate the customer's patience!

• Initial Complaint

  12/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed and order on 12/03/2023 (Order # DD-******), I selected the option for their team to assemble at an additional cost. Their allocated build and ship time has passed it's date. This would not normally be an issue if I had some update on my order or they actually answered my emails, responded to my messages, or had a true customer service attendant to answer to their ****************** phone number. It is very disappointing that the only option for any communication is to contact the BBB. Not a great way to run your shop! If the issue is you cannot assemble, ********* me the kit without assembly. Just COMMUNICATE, that is the key here.

  

  Business response

  12/22/2023

  We apologize for the delay. We have been experiencing high order volumes and calls due to the holidays. While this isn't ideal, we are doing our best to respond to all of our customer's requests as quickly as possible. Additionally, due to a shortage in our supply chain some orders have been delayed. Thank you for your feedback as we are always trying to do better. 
  
  

  Customer response

  12/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, as long as they follow through with their reply to complete the transaction.
  
  Sincerely,
  
  *******************

• Initial Complaint

  09/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On aug 23 in ordered a davidson defense ar 15 pistol kit. ORDER #MMC-31322. The -Infiltrator **** blackout kit. I also paid an extra $19.99 to have the upper assembled. I was going to assemble it 9-20-23. Then I noticed the upper that I paid them to assemble had the wrong gas tube in it. Instead of a pistol length gas tube in it they had a carbine length gas tube in it. You cant even get the bolt carrier group to go in because the tube is to long. I would like this problem fixed.If I have to send it back to have it fixed it at their cost. Not mine . I already paid to have them assemble the upper. It was their mistake not mine.I tried to contact them to rectify the problem but you cant get them to pick up a phone.I texted customer service 3 times along with a picture of the problem. Again no response. So now the only recourse I have is to contact you. I hope you can help me out.THANK YOU!!!!

  

  Business response

  10/12/2023

  We are unsure how the mistake happened and saddened that the requests for help to remedy were not handled sooner. We are working towards establishing protocol that won't allow queries for help to fall through the cracks as this one did.

  We believe that the customer has been satisfactorily been taken care of, just considerably later than it should have been. Replacements have been sent, money refunded for assembly, and hopefully a relationship developed to last.

  We appreciate the good people who help us help others through their ability to call us out when we come up short and their patience while we adjust to meet the needs of our customers. We thank ****** for being one of those.

  Customer response

  10/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It’s been almost two months now (3/6/23) since I ordered a serialized EPC 9mm lower receiver and paid for it at their website. Davidson Defense (DD) did not answer any of my emails for quite some time, then they finally contacted my FFL for verification and a copy of their license. This was provided to them. Then, again, DD continues to ignore me or refuses to tell me when the shipment will be made. DD still has not communicated with me. It is purposely avoiding me. I want a full refund…and a receipt of it.

  

  Business response

  04/24/2023

  Thank you for reaching out so we could look into the delays on this order. It looks like we did receive a copy of the customer's FFL info but it was a picture of the document in a glass case at an angle where the writing and info are not legible. We reached out for a better copy so we could get this order processed/shipped but we received this dispute before we received the FFL info. We went ahead and cancelled the order as requested and emailed the customer those refund details. Stay safe and have a great day!
  
  

  Customer response

  04/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ***** *******
  

• Initial Complaint

  04/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I recently placed an order for a Davidson Defense AR build kit through their website Delta Team Tactical. My order number was *********. After overlooking my order details, I noticed that there had been a pricing mistake and there was an unwanted charge on my total. During checkout, there had been an option to choose whether or not I want the upper receiver to come assembled. When placing my order I specifically chose for my upper receiver to come “UN-assembled” during checkout, as I always prefer to assemble the upper myself in order to know that the barrel is tightened up to the proper specs etc. However after placing my order I’ve noticed that I had actually been charged the fee for assembly! It shows a $19.99 fee for “upper assembly” under my order details… I have sent multiple emails to both Delta Team Tactical and Davidson Defense customer support but still no responses...I have also made several phone calls to both of them and sat on hold with their customer support line for hours with no answers. I would like for the $19.99 upper assembly fee to please be refunded, as I definitely did NOT choose that option at checkout while placing my order! I did not want my upper receiver to come pre-assembled before shipping. Please let me know when you fix this error and refund the unwanted fee. Thank you in advance.

  

  Business response

  04/21/2023

  Thank you for reaching out so we could look into this matter. After researching this order, the assembly option was clearly selected by the customer at checkout. There have not been any edits on our end as far as the assembly option is concerned and we were not notified that the customer preferred the unassembled option until after the order was assembled, shipped and delivered. Unfortunately in this case, since that assembly service has already been fulfilled and the order shipped, we cannot issue any refund at this time. Thank you for reaching out and have a great day!
  

  Customer response

  04/22/2023

  
  Complaint: ********
  
  I am rejecting this response because the order was fulfilled with options that I had not chosen. Like i already said, the option I had chosen at checkout was unassembled. If I had chosen assembled like you just said then I obviously never would be contacting about this. I don’t know why you’d think that an error on your websites end would be something the customer should have to cover the cost of, but that is not a professional way to do business. Like I said I’m not asking you to refund the complete price of my order total, only the $19.99 fee charged for the option that I did not select at checkout.
  
  Sincerely,
  **** ****
  

  

  Business response

  04/24/2023

  We are including a screenshot of the order placed by the customer as well as messages sent by the customer regarding this matter. It clearly shows that the customer selected the ASSEMBLED option at checkout. The order was fully assembled and shipped exactly as ordered so we will not be able to issue a refund as that service has completed and the order has been shipped. The customer is also threatening to provide false info to the BBB in order to slander our name. We kindly ask that this dispute is settled so we can move forward with assisting other customers as there does not appear to be an agreeable resolution here as we cannot refund a fee that was erroneoulsy selected by the customer at checkout. Have a great day!

• Initial Complaint

  04/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on 3/28/2023. The order shipped on 3/30/2023. I received the order on 4/3/2023 but an item was missing. There should also be a 9mm bcg in the order which is on my invoice but was not in the package. I emailed the company that day. I have also contacted ROUTE about the issue but because it was a packing issue they cant do anything. At this point I have lost count how many times I have attempted to make contact with the company. I have made phone calls to do nothing but sit on hold forever only to be disconnected without ever hearing a live person a single time. I have ordered from this company before and never had an issue so I am not sure what is going on this time. What I do know is there is no excuse for not replying to messages. Even ROUTE contacted them with no response. I have been attempting to make contact for 12 days now. Judging by the complaints here on BBB, it looks as though this is the only thing that gets their attention. It appears they reply here on the same day they receive the complaint. Thats interesting as it looks as though ALL of these complaints would have never happened if they would simply reply to people to begin with. I dont want any hard feelings here, I just want the bcg that I ordered with the other parts so I can complete my project.

  

  Business response

  04/17/2023

  Thank you for reaching out so we could look into this order issue. Our system shows the order was fully picked but our camera footage doesn't clearly show whether or not the bcg in question actually made it into the package prior to shipment. I went ahead and created a missing parts order that will ship out in the next few minutes. I have reached out to the customer to establish a line of communication and will keep in touch until I have tracking info for the missing parts order. Stay safe and have a great day!

  Customer response

  04/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ****** *****
  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order # DD-****** February 2nd 2023 purchased Waiting period for Serialized parts & build kits is 17 days not including weekends or holidays.It has been 11 weeks now with with no update by email or call. I did call 2 weeks ago and said that it would be shipped out by the 3rd April. It's now the 11th nothing fm my FFL *************** in *********** ******. All proper documentation was provided to ******* Defense that week of purchase. Im running out of time to get my complete lower. Im working agaist measure 114 and senate bill 348 that will be signed anytime now then ive got alot of tyrannical red tape & more cost just to get my complete lower. I need my order expedite ASAP.Inclosed is my reciept.

  

  Business response

  04/12/2023

  Thank you for reaching out so we could take a look at this order. I can see we are indeed outside the shipping time frame. The good news is that this lower was disposed last Friday so it should be shipping any day now. I have printed this dispute as well as a copy of the pick list and gave it directly to our FFL manager to ensure it is rushed and shipped asap. I have reached out to the customer with an update and will continue to do so until we have tracking info for the order. Stay safe and have a great day!

   

  Customer response

  04/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************** *****************************

• Initial Complaint

  04/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered and paid for this Feb 24 its been 27 working day since the order, no shipping details yet, they said 17 working days, I called twice. On hold for an hour each time only yo receive a message that there was no one to take my call, no way to cancel order.Order #DD-272706

  

  Business response

  04/06/2023

  Thank you for reaching out so we could look into the delays on this order. We are definitely behind on this order so I reached out to the customer's FFL to request a copy of their license so we can get this order rushed and shipped asap. Once that license is provided, I will get that printed along with the pick list for the order and get it directly to our FFL manager to get the order rushed. I will keep in contact with the customer until we have the order fulfilled and we have tracking info for the order. Stay safe and have a great day!

• Initial Complaint

  04/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order was placed on 3/31/2023 for a serialized firearm costing a total of $514.99. Order number *********. Since placing the order and my bank account being charged I haven’t received any follow up information and I have contacted my FFL (lord of war firearms) to see if they have been contacted by Delta team tactical to provide the necessary information to complete my order and they did not. I know it hasn’t been a full week but I would just like some professionalism and punctuality seeing as this is a firearm purchase.

  

  Business response

  04/04/2023

  Thank you for reaching out so we could look into this order. It looks like we are sitting at BUSINESS day 2 of the 12-17 day shipping estimate. We will reach out to the customer to request their FFL info as it was not included in the CUSTOMER NOTES section at checkout. Stay safe and have a great day!

  Customer response

  04/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as they keep me updated. I will leave a follow up review of the experience after I receive the product.  
  
  Sincerely,
  ****** ******
  

*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. ↩