ComplaintsforMy Patriot Supply

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In Feb 2023 I placed an order but ended up canceling the order within an hour after realizing it wasnt a smart purchase and I would be in a bind if something come up and I needed a little money for something. They canceled the order and said i would get my refund within 3 days. I forgot about it until recently and it dawned on me I didnt remember ever seeing the refund added to my account. After going through my banking documents I realized they never refunded me. I reached out to them Feb 23 2024 and they said they would get it refunded. On Feb 26 they said it was forwarded to the finance department and they was having to write a check and it should be sent out to me very soon. I reached back out last week and they said they were waiting for a response from the financial department so they could check on it and give me an update stating they would email me when they heard from them later that day but they never contacted me. Ive contacted them twice since and its the same BS every time. It has been a month since they told me they would have the check out to me very soon. They literally told me the very exact same thing today that they told me a month ago. They had forwarded it to the finance department and was waiting for them to respond back so they could update me and they will be writing me a check and it should be sent out to me very soon. They said I would be getting an email today after the finance department responds to them but just like all the other emails I was supposed to be getting, I got nothing. As of now its been 397 days and the refund isnt even on the way yet.

  

  Business response

  04/01/2024

  Hello and thank you for bringing this matter to our attention.  After researching the issue, we have found that we were caught in a moment of being human:) Please know that the error was not intentional, and it is not the experience we want for our beloved customers. We deeply apologize for the miss and for any frustration this has caused.
  
  
  We have refunded the customer for order #********* in the amount of $850.80. The check (Check #*****, dated 3/28/2024) was mailed today (4/1/2024) via **** Priority 2-Day with a Signature Requirement.
  
  
  The check was mailed to:
  *****************************
  *****************************************************
  
  
  Additionally, as a way of saying we are sorry, we are offering the customer a $100 gift card with our most sincere apologies for the frustration this has caused.  
  
  
  Lastly, we will use this as an opportunity to improve process and oversight so this does not occur again.
  
  
  Thank for providing us the opportunity to make this right.

• Initial Complaint

  02/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I recently purchased three products from MPS (My Patriot Supply): a water filtering device kit, a stand for the water filter, and an air filter. The experience with the air filter has been what I would consider fine, however the plate for it arrived broken. The business said they couldnt send me a replacement part, and said I would have to be fine with the broken plate, or Id have to send the whole thing back to them. I decided to keep it in place of a credit. My experience with the filter kit was terrible. I have municipal water, as the company stated would be adequately filtered by their device. It was not. I became ill after drinking water filtered by the device after about two weeks. Switching back to bottled water immediately improved my symptoms, but I was still ill. I have since been seen by a doctor, who put me on a medication to mitigate the risk of a bacterial infection. My doctor also alerted the health department that my water needs testing. This health issue would not have occurred had I not trusted My Patriot Supplys water filter to adequately filter my water for consumption. The efficacy of their water filters has not been retested for almost 10 years. When I requested to return the item for a full refund, they did not respond to my request for a prepaid shipping label to ship the device back to them, nor would they refund me for the used filter in the kit. My last email to them has gone unanswered for well over 72 business hours. I find this to be completely unacceptable, considering what I have been through. They have even continued to automatically charge me the monthly payments I had selected when I purchased the items. I have already paid well over the cost of the air filter, but they just took another $150+ out of my account the other day, disregarding that we are disputing this transaction. I need the company to resolve this with me, and Im hoping BBB can help.

  

  Business response

  02/28/2024

  We appreciate the opportunity provided by the Better Business Bureau to address this situation. Our team takes customer concerns and the effectiveness of our products seriously. It's evident from the details shared that the experience did not meet the expectations of the customer, which we apologize for. Following the discussions held with the customer, the company has expressed its willingness to accept the return of the used, contaminated unit. Considering the unfortunate circumstances and as a gesture of good faith, a partial refund is still being offered. The company believes this solution to be more than fair based on the following and considering the situation and aims to ensure customer satisfaction while addressing any concerns raised.
  On December 26, 2023, customer *********************** reached out regarding a damaged air filter received, specifically mentioning a broken part on the faceplate, and inquiring about the effectiveness of the product in improving air quality post-construction of residence. The company's response, provided the same day by ******, expressed apologies for the condition of the received item and clarified that while a direct replacement for the faceplate was not available, an in-store credit could be offered, or a replacement unit sent. Additionally, ****** detailed aspects affecting air quality improvements and the durability of the air filter's components, inviting further queries, and outlining the return policy for *****'s consideration.
  The following day, ***** provided confirmation of the filter's positive results and requested details on the amount of an in-store credit for the superficial damage. ******, responding on January 2, 2024, stated that the in-store credit would amount to $30.00 and shared specifics about its delivery through email with no expiry date. Accepting this offer, ***** expressed satisfaction and notified the company.
  On February 7th, 2024, *********************** inquired about the prevention of mold growth in the filters of her water filtration system purchased more than a month prior, asking, what "prevents mold from growing inside them?" ****** from customer service highlighted the filter's activated carbon block core and hybrid ceramic/silver shell, advising regular twice monthly maintenance cleaning. ****** provided detailed cleaning instructions, emphasizing the use of mild soap/detergent and warm water, or a specific stainless-steel cleaner, and recommended manual washing overusing a dishwasher to protect the stainless steel's integrity.
  In the customer's communication on February 10, 2024, she expresses significant concern and dissatisfaction with our water filter, citing a belief that the product's certification and water quality report are outdated and have consequently led to adverse health effects.
  This perspective, while reflective of their personal experience and concern for health and safety, makes broad accusations regarding the reliability and efficacy of the product without substantial evidence.
  It's important to clarify that our products underwent rigorous independent lab tests and the claims mentioned overlook the fact that our water filtration systems are evaluated to meet the standards set by NSF/ANSI 53. The testing confirms that our systems effectively reduce the presence of harmful substances in tap water to levels that are well within safer drinking water standards. The customers demand for a full refund based on these accusations underscores a
  misunderstanding of the product's proven reliability and effectiveness in providing safer, cleaner water.
  Furthermore, in response to the customers concerns, it is crucial to highlight that, as a manufacturer of water filtration systems, our products are designed to improve the quality of the water that passes through them based on typical household water supply conditions.
  However, we have no control over the quality of the water before it enters our system, nor do we guarantee the removal of all contaminants, especially in cases where the water is pre-filtered through another system before reaching ours, like she stated was her case.
  The unique environment in which ***** described where she lives, particularly being near a landfill and a fertilizer manufacturing lot, introduces variables that could affect the water quality in ways our products were not specifically tested to combat. Therefore, while our filters aim to significantly reduce a broad spectrum of contaminants ****************************************************** predict their performance against all potential contaminants introduced prior to or after our system's filtration process.
  In the response to the customer, ******* emphasizes, our standard return policy of unopened unused items; "Now that being said, since the unit has been used for significant period of time, we can still do a modified return but unfortunately it would be $75.00 plus any shipping less than the original purchase price."
  This highlights the company's commitment to accommodating the customer's needs as much as possible, underscoring our high level of service. Furthermore, it reflects the company's flexibility by modifying its return policy which has not change in over a decade and has served our millions of customers well to address potential sanitary or health concerns associated with the return of used products. The company's willingness to recycle parts of the returned item and to process a refund upon receiving the item in "like new condition" further illustrates their dedication to valuing the customer and ensuring their satisfaction.

  Customer response

  02/28/2024

   
  Complaint: 21343294
  
  I am rejecting this response because: While MPS was very detailed in their response and outlined all of the facts that I previously mentioned, it does not excuse the fact that the product did not perform in the way that it should have. I have never and will never pay for a product that made me ill. I would not have become ill had the filter performed its necessary function. That being said, I am willing to modify my request and will pay to ship the product back, but will not accept MPS deducting $75 for the used filter from my refund. Also, all further automatic payments through Splitit must be cancelled. I fully expect to receive the most recent $151+ that they deducted from my account and whatever other difference there may be (once the filter kit is returned) back in full.
  
  Sincerely,
  
  ***********************

  

  Business response

  03/01/2024

  Thank you for your response, *****.
  Today, we are refunding your order in full. We have cancelled the payment plan. Please donate the unit in question or discard at your discretion. We apologize for any inconvenience. 

  Customer response

  03/01/2024

   
  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. I deeply appreciate their action on my part, and will be watching for the refund on my account. I wish this company and their mission the very best.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On February 13th I ordered $865.26 worth of merchandise I was told with the holiday coming the packages would be received on Tuesday 2/20/24. On 2/16/24 I received emails stating that my order had been shipped and was on its way. On Saturday I checked the email again to track the package and was told that they 3 packages in total were not able to be delivered on 02/16/24. Upon further investigation I found the following- that on the account I have established with the company has that the delivery of the $865.26 worth of products was fulfilled on 2/16/24. However, when trying to track the packages that My Patriot Supply company has stated was delivered on 2/16/24, according to *** the order was canceled due to voided delivery information given to *** from My Patriot Supply company. I have called the customer service number of ************ that claims to be 24/7 operation and received nothing but a recorded message about how busy the agents are. I placed the order on a store credit account and ********************** Company received $173.05 and I want it back seeing that according to *** this order has been canceled by My Patriot Supply and I will never receive it even though they have received my money. Per My Patriot Supply the $865.26 has been placed on a credit account as paid in full- I want what I paid returned and the account closed.

  

  Business response

  02/19/2024

  Dear Better Business Bureau,
  We are responding to provide clarification and address the complaint filed by our customer regarding a shipping error and subsequent refund request. Upon investigation, we discovered that during the shipment preparation, an initial shipping label was printed and subsequently canceled for a corrected one. The original tracking number issued to the customer was canceled due to an error in the package count; it represented only three out of the four boxes that comprised the complete order. To rectify this: A corrected label was immediately created to include all four boxes, ensuring the entirety of the order was shipped together. However, our automatic confirmation system mistakenly sent details of the first, incorrect label, leading to confusion for the customer. We have since apologized to the customer for this oversight and have explained the reason for the cancellation of the initial tracking number.Upon notification, we promptly reached out (Monday 2.19.24) to the customer to explain the situation and assure them that their package was indeed in transit, as confirmed by the updated tracking information with an estimated delivery date of Wednesday, 2/21/24. We wholeheartedly apologized for the confusion and any inconvenience it may have caused.After discussion with the customer about their preference to keep the order or opt for a refusal and refund, the customer chose the latter. We honored this request by informing our returns team to expect the package back for processing of a refund as soon as it is received. Additionally, we have notified our finance department regarding the imminent return and the customer's decision for a refund. The finance team has been instructed to expedite the processing of the refund upon the package's arrival to our facility, ensuring an efficient and satisfactory resolution to the customer's complaint.Our communication timeline with the customer began on 16th February at 9:59 am when she spoke to our representative ****** to place the order. Thereafter, the customer left a voice message for us on Sunday February 18th, at 3:10 pm. Unfortunately, we also missed her call later in the day at 8:09 pm. However, we received the customers email on the same day at 11:04 pm MST.
  We promptly responded to the email at 11:22 pm MST. Our response to her indicated that we were going to follow up on the concern. The objective was to confirm whether there was just a cancelled tracking number and an issuance for a new one for the shipment. If not, we promised to process a refund request for the amount paid. We apologized for any inconvenience caused and informed the customer that we might not have answers until the following evening. However, she was assured that we would get back to her as soon as possible. The resolution of the concern was actively under investigation by our customer service team.
  Our communication continued on Monday February 19th with a returned call by ****** at 10:15 am. Later that morning, the customer spoke to ****** at 10:47 am which completed the correction of the miscommunication and started the process of the customers refusal and refund request.We are committed to excellent customer service and regret that this miscommunication occurred. We have taken steps to prevent such an error in the future and continually work to enhance our shipping and communication processes.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  1/20 i engaged with MPS to purchase emergency supplies. They have several opitons for payment and I chose to review the affirm option which is connected to one email. I chose not to engage with affirm and use the MPS payment plan under a different preferred email. Unknown to myself both emails were charged for the items and two MPS payment policies were opened. I only agreed to one payment plan and one set of goods under my preferred email and was only expecting one set of goods. MPS refuses to review their system and claims i placed two orders at the same time. They will not pick up packages and will not pay for shipping. I am willing to return goods fully.

  

  Business response

  02/05/2024

  Order S72854543 from *************************** was placed at 2:13 PM Jan 20 *********************************************** our system with the first pay method under the email ***************************. 
  A second order, S72854548 was placed at 2:15 PM Jan 20 **** MST by the customer online two minutes later with the other, different pay method under a different email ************************. 

  From our point of ******** looks like the customer placed two orders that day and we fulfilled both orders with the different contact and payment methods as received. Both orders and the products requested shipped from our warehouse to the customer's delivery address on Jan 21. 

  *** tracking notes that both orders were delivered to the customer on Wednesday, January 24 at 7:06 P.M. at the front door. 

  When we were notified by the customer on a phone call on 1/25/24 at ****** that she placed the second order by accident, we suggested that she could refuse unopened shipments within 5 days if she were to take it back to *** for return to our warehouse. We told *************************** that we would issue the refund when we received the product back. We also email the customer and apologized again for the inconvenience and reiterated the details about how to refuse the shipment and provided instructions on how to refuse the second shipment and return it for the full refund. The product has yet to be returned. 

• Initial Complaint

  12/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I received the package of products and thought it was something I actually ordered. Two or three days later the item I actually ordered arrived. So I opened the box and saw 2 buckets of some survivalist powdered food slop. I emailed and called the company Dec 1 & 2 requesting a return label to send it back to them. If no one responds in a week it is going in the dumpster. The buckets are very heavy and it will cost me a lot to return by UPS especially this time of year. I don’t know how they got my name and address.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a 6 month supply + protein pack for my daughter's and I . We got the insurance and a few months later hurricane *** hit us directly. My house flooded and was filled with cat 3 storm surge a ***** waste water. I called, took pictures, emailed and spoke with my Patriot Supply's management. I was told there was nothing they could do to help. And to go ahead and keep and used the food I recovered.... It is fine I was told. Never will I patronize this company again . I suggest that anyone considering buying from here to be aware. They are liars and in my view dishonest. The word patriot in their name is misleading as well as their claim that you purchase is insured. It should be my Pathetic Supply. Bad company and disappointment is all .

  

  Business response

  12/09/2022

  Thank you for reaching out. We understand our customer service manager has been able to contact you about your order. We are sorry to hear about your purchased product being damaged by hurricane ***. We understand that your old shipping address is not good due to the damage of your home and that we will be able to ship a replacement for all of the products damaged by the storm to a safe location. We are replacing all of the products purchased earlier in the year through our Disaster Replacement Warranty. We apologize for the customer service representative that you made initial contact with. They did not follow proper procedures with this issue and are no longer employed by our company. Rest assured that we will make sure replacements for all of our products damaged by the hurricane will be shipped to a safe location of your choosing. Please let us know if you have any further questions as we make things right. We apologize for the inconvenience caused. 

  Customer response

  12/12/2022

   
  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

  05/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 13 or 14, 2022 I saw listed/posted on my **************** account a pending charge in the amount of ***** from My Patriot Supply! I DID NOT ORDER ANYTHING! I have been calling for days patriot and no one picks up the phone even though their website says 24/7! I try stopping the order/skipping it, NOTHING! I have been calling and emailing! Last night, I was able to speak with a MS. ***** through chat but, she did not answer my questions, she could not help me stop the process! All she said is to refuse the package when the postman delivers. **** never leaves packages on my doorstep because in this residential they drop it off into a large container! We are not home either! I tried to make changes on my account and could not! Patriot Supply has total control of my account! I only can change the address and thats it! Unbelievable! NO ONE is suppossed to control someone elses account! This is ridiculous! I want my money back! I did not order! They committed the error/fraud, let them fix it! This has been the worst experience I've ever had with this company. No other company has done this to me. I am highly disappointed! NO ONE SHOULD HAVE CONTROL OF SOMEONE ELsE'S ACCOUNT! PERIOD! They need to fix their website so that the customer makes the changes as they see fit! They need to change their website! The order number to this problem is S71948508. Once this is resolved, I no longer want to do business with patriot. I am so stressed out with this situation that patriot created!

  

  Business response

  05/20/2022

  Hi ****** and thank you for reaching out. Looking at your order number it seems you have been in contact ****** and ***** with our customer service team several times on May 16 to May 18, 2022. We see that your original order included a regsitration for a recurring order of the same product to occur once a year. Previous orders in our system from you received a 10% discount if the item was ordered again and shipped once a year - see previous order number S7882771 from (6/26/19) and S71111017 (from 5/14/20). 
  
  Our customer service manager has reached out to you with the following on May 18, 2022:
  
  "******, I hope the you see this, and I deeply apologize for the disappointing and frustrating experience that you have endured. It's not the experience that we want for you. We cannot reroute the shipment due to **** being the carrier, but if its not refused we can do a return label (courtesy, of course) and then a refund once its verified being returned, no need to wait on the warehouse for check in. Also at that time we can request that your Recharge account is canceled, we don't want to do that prior to the refund for obvious reasons and create more of a situation. Then we can follow up with the cancelation of your account in our system, just like you requested. Again, I apologize and can only ask for your forgiveness. ******"
  
  Also on May 16, 2022, we received your voice message. With our attempts to return the call we were not able to leave a voice mail and emailed you as a backup with the details that the order was shipped and it would need to be refused, that we could not do a reroute due to the way **** works, that we would do the refund at the time the order was received back to us, and instructions that if you were unable to refuse or the refund was not processed with in week to reach out to us so we could further assist. 
  

  Also in response to another call on May 15, 2022, we responded via email:
  
  "Thanks for reaching out to us about your order that you did not order and cannot cancel. This is in reference to the order number you left in your voicemail (S71948508). My apologies that we were unable to assist you when you called in. I called back, however there is no voicemail box set up at your number, which is why you are receiving this email. First off, I have looked into your order. Unfortunately a shipping label has already been created and it has been loaded into trucks and shipped, so we cannot cancel your order from our end. What we advise you to do is that you refuse the shipment upon delivery, so make sure to watch your tracking number so that you are there to refuse it.Upon refusal, it will be sent back to our warehouse, and my understanding is that you will be refunded when we receive it back. If you are not there to refuse it, or it is sent back and you do not receive a refund within a week of it being sent back, please reach out to us again."
  
  As noted with your contact via phone and chat in our system and our attempt to call with no one picking up, we are working to remedy the situation by obtaining a return of the product ordered, then we can refund your credit card, and we can assist you with your Recharge account to ensure no future charges or shipments are made. We thank you for your patience as we work through this process. 
  
  

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for ****************************** Emergency Food Kit x1 from My Patriot Supply. Used an Affirm loan to pay for this product. Upon inspecting purchased items, I have JUST OPENED MY KIT TODAY, AND found items to be Made in *****. I did not purchase these products from a supposed "********" company that touts "PACKAGED IN *******" products, only to deceive its customers by sending products that are in fact, Made in *****!! I am 1 day now past the 30 day return window, and I want to return this entire kit for a complete refund to the Affirm loan that I made to purchase this kit. To the sum of $647.08. ORDER # S71749151.

  

  Business response

  03/21/2022

  Thank you for reaching out and we're sorry that the Ultimate Kit you purchased was not to your liking. We understand that ********************* from our customer service team spoke with you at ****** MT on 3/21/22 and issued a full refund, minus the shipping charges and that that was acceptable. Our apology for any inconvenience. 

• Initial Complaint

  09/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  order #S71534280 8/30/2021, I ordered Alexapure pro Ultimate Flowkit. At that time, the shipping time was said to be **** days from time of purchase and the product was listed as in stock. That time had since passed, and I emailed customer support. I was provided with a canned response that My Patriot Supply was sorry and that my order was important and I would know as soon as it shipped. Now, the shipping time is said to be 1-2 days on their website. However, I still have not been notified or received my order. I would like delivery of my order in full and a full refund for their service.

  

  Business response

  09/19/2021

  Thank you for your purchase, *******, and bringing this to our attention. We apologize for the delay. A critical component for this kit ended up not being available in the warehouse causing the delay as an inventory count number was off. Per your request, we attempted to contact you several times on 9/12 at 12:05PM, 9/14 at 9:49 AM and 9/15 at 9:58 AM leaving a voice message each time as we were unable to speak with you. We did receive an email from you confirming that you still wanted the order which shipped from our warehouse the morning of 9/16. *** tracking shows that the package should arrive to you on Monday, September 20 by 7:00 PM. We have recounted the inventory for this kit again to ensure our numbers are correct this time. Again, we apologize for the error and hope you find the kit all in order when it arrives. 

• Initial Complaint

  07/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/24/2021 I received my order from My Patriot Supply, for a total of $481, all of which was purchased for emergency purposes only and not to be consumed anytime soon. this food has an alleged shelf life of 25 years, as stated by the company. However, my order arrived to me with dented cans; powder sitting on top of the cans, and majority of the food bags I have received still have air moving around inside of them which compromises the integrity of the food and shelf life! I do not feel safe having this food sit for sometime and then eventually having to feed it to my family not knowing what could be inside of these bags, especially in an emergency situation. I contacted customer service through email and by phone, but no manager has called me back. I have provided them with videos and picture of the defective product and the only thing customer service said they can do is replace one of each bags for me when majority of my order is defective and possibly tainted. Thisisunacceptabl

  

  Business response

  07/13/2021

  Thank you for reaching out. As noted, our customer service team and manager spoke with you on 6/24, a couple of times on 6/25, twice on 7/2, 7/4, and 7/9. Thank you for supplying the photos and videos of the product damaged during shipping. We did offer to replace all damaged items and apologize that that did not meet with your expectations. As requested, your order has been refunded. To your concern, please note that air and our atmosphere is made up of 79% nitrogen. Our packaging includes oxygen absorbers which remove oxygen from inside food packages. It is oxygen that cause food to spoil over time, not nitrogen. The air that remains inside packaging is that 79% nitrogen that does not impact the longevity of the food product. Some would call that a nitrogen flush. That is the remaining air that you are speaking inside the food packaging. Also, about our foods: they are processed at a facility that meets and exceeds the rigorous standards set forth by SQF, USDA, FDA, Global Food Safety Initiative (GFSI), Gluten Intolerance Group (GIG), HACCP, and REAL Seal. Packages are tested several times a day as well as over periods of time into the future to ensure oxygen is being removed from inside the packaging. Our group of companies have been doing this for several decades now and we take pride in producing and delivering a quality product. We sincerely hope you will consider giving us another shot in the future. 

*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. ↩