Complaints

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife purchased this for me as a gift and got lost in the home for approx 60 days. The item was found and given to me only to discover the wrong item was purchased. A quick check of the website showed that there was time to start the process, which we did. Actually getting a response was another matter. When finally getting a response we were told the exchange window had passed. When correcting according to their own public-facing policy on the attached screenshot, the response was basically 'that's incorrect, what I'm saying now is correct.' At this point, we are now approximately one week past the 90 day window. After telling us we're wrong in contradiction to their website's promise, we can't get any further communication from them.We just want the vendor to fulfill their stated promise. I'll even pay to ship the item back, I just want a usable product.

  Customer response

  03/26/2024

  **** at Urban Carry has been in communication.  We worked out a resolution and I have sent the item back for an exchange as originally requested.

  I am happy to consider the matter closed satisfactorily if that is possible from my end.
  

  Customer response

  03/26/2024

  Date Sent: 3/26/2024 12:34:10 PM
  

  **** at Urban Carry has been in communication.  We worked out a resolution and I have sent the item back for an exchange as originally requested.

  I am happy to consider the matter closed satisfactorily if that is possible from my end.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They sent wrong holster and email correspondence shady as heck. I am away with no access to a computer so I csnnot reply above there required ludicrous above a line request. Give me my money back and correct your customer servive conundrum.

  Business response

  03/29/2024

  To whom this may concern, 

  I have attached three photos, the "Original Email" shows the original correspondence to which was responded to with-in 30 minutes. "What Customer Ordered" is directly from our ordering system and "What Customer Received" is what the customer received. In review you can see that the item ordered and the item received are the same. Said another way the customer orders a *************** and received a LL-IWB-209-BK-R. This is apparently clear as the marking of the holster shows R for RIGHT HANDED. 

  After many attempts to resolve this with the customer we have no resolution. We have called, and emailed multiple times with no response. We are happy to work with the customer on account of our industry leading service, however are unable to at this time as we are unable to reach him.

  I respectfully ask that this claim be closed as we have fulfilled the order as requested and have continued to seek resolution but AGAIN are unable to on account of the customer not being available. 

  Respectfully Urban Carry Holsters. 

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a holster from this company that has a 10 year warranty, according to their website, on April 6, 2023. The holster, model LockLeather 203, arrived a few days later. Being a leather holster it requires to be "broken in". I tried several times, following their include instructions, to break in the holster. The holster seemed to be either a bad design or it was not made correctly because it would bind mo much that it took excessive force to draw my gun from it. I contacted customer service that instructed me to further attempt to break in the holster. I loosened the retention clip as much as possible but that didn't help seeing it was an issue with the way the leather was sewn that caused the gun to bind when being worn on a belt. After realizing that it was a defective holster, I again reached out to the company asking for a refund. The customer service instructed me to further break in the holster. I advised them that that wasn't helping the issue of the holster binding at all and wanted a refund. They told me that they were forwarding the issue to someone else. After a few days I was informed the the other party determined I needed a bigger size holster. After paying shipping a new, bigger holster was received. It was entirely too big. I contacted them again and this time was told there was nothing more they could do. I again requested a refund and was told that any further assistance was denied because I originally purchased it in April. The last few interactions where by phone and I have no documentation. I believe that is the reason the interaction was by phone only instead of anything by email as before.

  Business response

  01/08/2024

  Customer Original Order: 04/06/23 
  
  Return Policy which is agreed to in the Terms of Sale when placing order:
   
  Urban Carry Brand Products: We are happy to exchange your undamaged Urban Carry brand product with its included accessories and undamaged package within 60 days of shipping. *Important note: Breaking in the holster will not prevent you from being able to return it, so please, we encourage you to really break it in to get the best fit and draw possible. We do not accept Urban Carry returns ********* days.
  
  Made a one time exception to policy by providing an exchange well after the 60 days from purchase date on 12/19/23. Customer requested return on 12/24/23 eight months after the original purchase. 
  
  This product is NOT deemed as defective therefore the 10 year manufacturers warranty does not apply. Customer has the appropriately fit holster per what was advised to Urban Carry by the customer. 
  
  Customer called 12/27/23 and was advised that per the above he was not able to return the holster. 

  Customer response

  01/08/2024

   
  Complaint: 21104452
  
  I am rejecting this response because:
  The holster that was sent as a replacement DOES NOT **********. The company told me it would fit but it doesn't. The original holster WAS defective because it would bind really bad in the way others don't. 

  It is my belief that Urban Carry Holsters is only concerned with keeping my money while providing me with a useless product. 

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

  Business response

  01/09/2024

  Dear BBB - at this this time, we are deferring to the terms and conditions agreed to by the customer when placing the order as attached. At this time there is nothing further that can be done. 

  **************************************************************************************;
  
  Returns, Replacements & Refunds
  
  We fundamentally believe you will be thrilled with the products you purchase from UrbanCarryHolsters.com. Thats because we go out of our way to ensure that theyre designed and built to be just what you need. We understand, however, that sometimes a product may not be what you expected it to be. In that event, we invite you to review the following terms related to returning a product:
  
  Exchange- 
  Urban Carry Brand Products: We are happy to exchange your undamaged Urban Carry brand product with its included accessories and undamaged package within 60 days of shipping. *Important note: Breaking in the holster will not prevent you from being able to return it, so please, we encourage you to really break it in to get the best fit and draw possible. We do not accept Urban Carry returns beyond 60 days. Please contact Turning Point Distribution, LLC via email at ************************************* a short *** (Return Merchandise Authorization) and we will start the process immediately. We will not accept any returns without an *** number assigned to it.  Please do not mail the product back to us without contacting us first for the *** information to include in your shipment.
  
  Can Can Concealment Brand Products: We are happy to exchange your undamaged Can Can Concealment brand product with its included accessories and undamaged package within 30 days of shipping. Can Can Concealment brand products must be in unworn and unwashed condition to be eligible for exchange. We do not accept Can Can Concealment returns beyond 30 days. Please contact Turning Point Distribution, LLC via email at ********************************** for a short *** and we will start the process immediately. We will not accept any returns without an *** number assigned to it.  Please do not mail the product back to us without contacting us first for the *** information to include in your shipment.
  
  Faulty or Incorrect Item(s) Received: We want you to be delighted with your new purchase. Please review your item(s) upon delivery. If there is an issue with your order please contact us via phone or email within three (3) days of receipt of the order.  If you receive a damaged, defective, or incorrect item well replace the item at no cost to you, shipping included.  Please note that we may require a photograph of the issue in question to allow us to use it as a training tool with our team.  We may also require that the item be returned to our ********* warehouse for inspection before a replacement is sent.
  Your statutory rights are not affected.  Please refer to the full Terms and Conditions for the contract of your Sales. 
  What cant you return or exchange?
  
  
  Gift cards.
  Custom Orders
  Items sold on Amazon (must be handled through Amazon).
  Items marked final sale or non-refundable are sold as is.
  
  
  Risk of Loss
  All purchased items are made pursuant to a shipment contract. This means that the risk of loss and title for such items passes to you upon our delivery to the carrier.
  
  Refund-
  Urban Carry Brand Products: You may return your undamaged Urban Carry brand product with its included accessories and undamaged package within 30 days of shipping for a full refund of the product(s).  This will be refunded via the manner in which it was paid, e.g. we will refund the credit card the order was placed with.  Any damaged packaging or product may result in a restocking fee depending on the nature of the damages. Refunds do not include the cost of shipping, and we do not provide free return shipping labels. We provide shipping labels at cost, to be paid by the customer, unless defective.  Returns beyond 30 days will be subject to a 15% restocking fee. *Important note: Breaking in the holster will not prevent you from being able to return it, so please, we encourage you to really break it in to get the best fit and draw possible.  We do not accept Urban Carry returns beyond 60 days. Please contact Turning Point Distribution, LLC via email at ********************************** for a short *** and we will start the process immediately. We will not accept any returns without an *** number assigned to it.  Please do not mail the product back to us without contacting us first for the *** information to include in your shipment.
  
  Can Can Concealment Brand Products: You may return your undamaged Can Can Concealment brand product with its included accessories and undamaged package within 30 days of shipping for a full refund. Can Can Concealment brand products must be in unworn and unwashed condition to be eligible for a refund. Any damaged packaging or product may result in a restocking fee depending on the nature of the damages.  We do not accept Can Can Concealment returns beyond 30 days. Please contact Turning Point Distribution, LLC via email at ********************************** for a short *** and we will start the process immediately.  We will not accept any returns without an *** number assigned to it.  Please do not mail the product back to us without contacting us first for the *** information to include in your shipment.
  
  Express Limited Warranty-
  Turning Point Distribution, LLC warrants its Urban Carry holsters and accessory products to be free from defects in materials and workmanship for a period of ten (10) years from the date of purchase. This warranty is subject to the proper Care and Maintenance of the product and the proper use of the product as detailed in the Consumer and Safety Information. 
  
  Turning Point Distribution, LLC warrants its Can Can Concealment garments to the Original Owner, to be free from manufacturing defects and material workmanship for a period of thirty (30) days from the date of purchase. Should the riveting/stitching/hardware of the garment fail during normal use. Normal use limited to daily wear, providing that the holster is laundered according to directions in the ************ Guide and allowed to dry completely before wear. Holsters subjected to extreme abuse including but not limited to negligent discharge, using the holster in any manner or with any firearm that goes against the Liability Disclaimers voids this warranty.
  
  If you believe a purchased product has any defects in materials or workmanship, cease use immediately and contact customer service for a remedy. If a product proves to be defective in material or workmanship, TPD will repair or replace the product and send it to you at TPDs expense. All returns must include proof of purchase and documentation specifying the claimed defect.
  
  This is a LIMITED WARRANTY and is the sole and exclusive warranty of this product by TPD. It shall not be enlarged by any representations, descriptions, course of dealing, trade usage, rendering of technical advice, service or otherwise. Furthermore, it shall not be altered or expanded by any acts, statements, or agreements of any dealer, employee or agent of TPD (other than by a duly authorized officer of TPD).
  
  TPD MAKES NO OTHER WARRANTIES EXPRESS, IMPLIED, OR STATUTORY, INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE OF MERCHANTABILITY.
  
  IN NO EVENT SHALL TPD BE LIABLE FOR ANY PUNITIVE, EXEMPLARY OR CONSEQUENTIAL DAMAGES, ANTICIPATED OR LOST PROFITS, INCIDENTAL DAMAGES, LOSS OF TIME, OR OTHER INDIRECT LOSSES OR EXPENSES THAT ARISE FROM ANY CAUSE RELATING TO THE PRODUCT, REGARDLESS OF THE FORM OF THE ACTION, WHETHER IN TORT (INCLUDING NEGLIGENCE), CONTRACT, STRICT LIABILITY OR OTHERWISE, AND REGARDLESS OF WHETHER THE COMPANY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH CONSEQUENTIAL DAMAGES. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU. THIS WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER RIGHTS, WHICH VARY FROM STATE TO STATE.
  
  For any warranty issues, please contact TPDs ************************ at ************ (*** Only) for prompt resolution of your concern and so that we can assure your satisfaction with our Urban Carry products warranty.

   

  Customer response

  01/09/2024

   
  Complaint: 21104452
  
  I am rejecting this response because:

  According to their policy:

  If you believe a purchased product has any defects in materials or workmanship, cease use immediately and contact customer service for a remedy. If a product proves to be defective in material or workmanship, TPD will repair or replace the product and send it to you at TPDs expense. All returns must include proof of purchase and documentation specifying the claimed defect.

  The holster WAS defective. I request that they at least send me the holster I ordered #***. I have no use for the #*** that is too large. The customer service did not try to see if the product was defective by sending me a same size replacement but sent me a holster too big to use. If they are unwilling to refund my money they should at least replace the defective holster with the same one I purchased. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been a customer of this holster company now twice past and satisfied with the results. I ordered another holster for a new handgun but was sent one that was not as ordered. (Please see attached). My handgun as ordered has an optic on the gun requiring the holster to have a cutout to accept it and the gin to fit properly. Since this model handgun was purchased came with the optic (called an RMR, hence the name Springfield Hellcat RDP) I went into the order page and ordered accordingly as I was not adding an optic as an accessory. They have a separate page for guns with added optics. The attached page shows that the order was placed for that handgun and includes the optics as checked. When all this was brought up to two agents, they ignored that issue and were not willing to reimburse me the $7.96 paid to USPS to send it back, being an issue with their website, Initially, I just wanted the correct holster built, which was the same price, with or without optics, but not will to accept their responsibility even when the proof was supplied and obvious. Due to this fact, I changed my request to Refund. I find them insulting and unprofessional. I may add, that they are rather stupid since as a repeat customer, they will lose more than the $7.96 that was all to make me happy.

  Business response

  10/30/2023

  Spoke with customer, reached a resolution. Customer will be refunded the amount paid $71.71 and be mailed a check for $7.96 for the cost of the return label. 

   

  Customer response

  10/31/2023

  
  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

  12/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on 12/10/22 an paid for my order of 2 holsters, they sent me a email on 12/12/22 that my items were shipped when I checked the tracking number they provided from UPS on 12/12 it said UPS is awaiting package, supposedly these were coming from Monterey Tn which I only live 3hrs an 40 min from. I emailed them 12/15 to tell them to check on package because Tracking still showed UPS awaiting package So I emailed them again 12/20 to inform them that tracking still shows UPS awaiting package, they did respond an say the barcode must be damaged that's the reason I'm not getting any tracking details. So I called and talked to a UPS representative an they assured me that they DID NOT have the package in there possession that it had only had a label created. So I Called an talked to Michael in Customer support seemed like he was going to try an get it resolved said he would call back 12/21/22 an let me know something if he didn't get back with me on the 20th, as I expected I didn't get a call so I called back an got the fella that emailed me Tristen. As I told him also UPS said they didn't have the package, an told him an he was still trying to tell me that it's because the barcode must be damaged is reason I'm not getting tracking information an the reason UPS doesn't know they have package which is bullshit. I told him that I was needing it by Xmas an wouldn't have ordered from them if I couldn't have gotten it. From where it was supposedly shipped shouldn't have taken more than 3days an 5 days tops figuring in holidays. I ask him what they were going to do about it an his answer was if it doesn't show up by Xmas that I would have to wait 20 DAYS before they could do anything, meaning starting the search for the package. This is Unacceptable to me. No legit business should do you that way. An still as of today 12/22/22 tracking shows it still awaits UPS. AN UPS Still doesn't have package. Any help would be greatly appreciated ***** *********

  Customer response

  01/03/2023

  
  ***** ********* <**************************>
  Fri, Dec 30, 2022, 5:21 PM (4 days ago)
  to me
  
  UPDATE 12/30/2022. I have Finally received my order from Urban Carry. That I ordered on 12/10 an they Supposedly shipped on 12/12. All is good an I'm pleased with my order and you may close my Case. Thank You *****

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  9/15/22 I placed an order for new holster. 9/16 says processed and shipped. I was provided tracking # by UC. Package never arrives. Tracking provided states pending receipt in Oklahoma on 9/20/22. No further tracking available. UC is refusing to make this right. Was told management would contact me. That didn't happen and they said it would be 20 days before the do anything. This isn't right. I paid for the product, they took my money now I have no holster or product or my money back. After researching this has happened with this company numerous times.

  Business response

  10/11/2022

  Consumer Response /* (2000, 6, 2022/10/05) */ Urban carry took care of the issue by shipping out a new product. Both the lost shipment and replacement arrived on 10/4/22. It is troublesome that in order for them to make it right they had to be threatened with fines from the BBB. However, I received the product and as such I would like to close thise case. Thank you ****

*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. ↩