ComplaintsforProMag Industries

• Initial Complaint

  09/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have attempted to contact Promag Industries about an order I placed. I ordered Parts for the wrong model, and I have emailed, sent a request to contact, and called their direct customer service line and tech-support, only to get a message stating their mailbox was full. I would like to request a refund and a shipping label so I can send the order back and be compensated.

  Business response

  10/01/2024

  Hi *****,

   

  We responded to your email within 20 hours. Please check your inbox. We issued a return authorization number for you and also left you a voicemail.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an issue with a magazine that was purchased with an archangel stock. I emailed primes and they responded no problem they carry a lifetime warranty. It has been 20 plus days now and they will not respond via email or phone. Lifetime warranty is useless if they wont answer .

  Business response

  08/13/2024

  HI ****,

   

  I am very sorry for the delay. In my last email I asked you which one of our stocks you had so we can try to research what issue you had but you were not sure. I am sending you an email now. We will send you a paid return and get the return started. I did drop the ball on this one and I am sorry.

  Customer response

  08/15/2024

  they responded and said they would take care of this and send me a return label . Then no more communication and they are not responding again. No label and no response.

  Business response

  08/16/2024

  We're sorry if our responses are not fast enough. I see your last email was yesterday. We will respond as soon as possible. We are having issues with *** regarding your address and are working to bypass it.

  Customer response

  08/23/2024

  we are making progress on this but I would like to leave this open until it is completely resolved .

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to contact this company for over 2 weeks via email and phone call but I cant get a call back. I bought a mag from them and it doesnt fit the rounds.

  Business response

  04/30/2024

  Hi *****,

   

  Im sorry you had trouble getting through to us. We have had an on and off again flux in high call volume.We are doing our best. The best way to get ahold of us is through email which is accessible through our website. This way waiting for a response does not take any effort on your part such as calling repeatedly. Please email us at ************************************ so we can get that mag replaced for you. All of our products come with a lifetime warranty against manufactured defects so you are always covered.

   

  Promag staff

• Initial Complaint

  04/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Date of transaction: Apr 3rd 2024 Order number: ****** **** Tracking number: ********************** Amount paid: $48.87 Tracking shows "delivered" but it was never delivered to my locked parcel. I called 2 numbers on their website in excess of 15 times during business hours. Only once did a person answer. I told them that I didn't get a package they sent. I got an answer of "we're not responsible" then was hung up on or cut off. I tried calling back another 20 times to get information to submit to **** such as was it a box or envelope, insured or not, shippers address, etc but they won't answer me.

• Initial Complaint

  04/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Hello i purchased a SCCY CPX-2 & CPX-1 9mm (20) Rd - ******************* and have yet to receive order confirmation or any sort of status update about my order My order was placed on 04/04/2024 and my order still says awaiting fulfillment I would also like to note that i have already paid for my order and if no confirmation or delivery is received i would appreciate a refund of my money i dont like wasting money . Have a great day ill be waiting on a response.!

• Initial Complaint

  03/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  ProMag finally shipped my items purchased, once I received my items, I opened them and to find out only one the items fit, when the other didn't, I ordered the item by the name and model number on my weapon, called ProMag to make them aware of it so that I can ship them back the item that didn't fit and to see if they help me by matching the right item, I left a voice-mail after calling multiple times and not getting anyone on the phone, it's been weeks and no call back or any kind of communication about the detailed message I left them about the item not fitting or what can be done since it's not the right item.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order 2 items from promag industries website and I have not received a tracking number yet for shipping, but after attempting to contact them by phone by leaving messages and calling daily for days and no answer and no call back, I would like a refund and deal with a company that has faster service and definitely better customer service, I've read the reviews and it seems like all the complaints and reviews are about the same problem and actions as mines and the company has done nothing to improve their business that's pertaining to all of their customers complaints.

  Business response

  03/14/2024

  Hello,
  
  Your order shipped 03/07/2024. We emailed your tracking information to you however it may have gone to your spam folder.
  
  Here is your tracking number:   9405511206210916718747
  
  Promag Staff

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a model # SPR-A3 magazine from this company through a dealer, once I got to use it finally I found that it was malfunctioning. I was ***************** period for the dealer, but the item supposedly had a lifetime warranty through ProMag. I contacted ProMag on 11/23/2023, I heard back from them on 11/27/2023 with instructions and an **# if I wished to send the product to them for repair or replacement which I did. I received back around Christmas what I believe to be the exact same item I sent them, with no paperwork etc. explaining what they did to correct the issue, and of course, upon use of the product the exact same malfunction occurred. I have since attempted several times to contact ProMag asking for an explanation about why they would send me the same item back, clearly functioning in the same manner and they've not bothered to respond back to me any longer. Looking through the other reviews and complaints, this seems to be a fairly normal occurrence.The original factory magazines for the device have never malfunctioned. The ** # was *****.

  Business response

  01/12/2024

  Hello,

  We appreciate you bringing your concerns to our attention,  Please rest assured that you are not being ignored; we take your feedback seriously.
  
  Upon receiving your inquiry about the defective item, we took immediate action. Our manager conducted a thorough inspection of the product to ensure its quality.
  
  A new unit was shipped out on January 11, ****, **** #**********************. 
  
  We understand the importance of resolving this matter quickly, and we genuinely appreciate your understanding. If you need additional information feel free to reach out to our Tech support team.

  Customer response

  01/16/2024

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  11/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I order a magazine from them about to weeks ago and they gave me a faulty tracking number the tracking number they gave me was ****** I look it up nothing for the past 2 weeks Ive been waiting on them I cant get back into my account to see if they sent me and email I tried calling nothing I tried to email nothing I bought off pro mag a lot but this time is making me concerned that I got scammed for 60 bucks after paying for shipping

  Business response

  11/27/2023

  Hello,

  Thank you for bringing your concerns to our attention.
  Upon reviewing your complaint, we would like to clarify that the number provided ****** corresponds to your order number and is not intended for package tracking purposes.
  To assist you in tracking your package, a separate email containing the **** tracking number ********************** was sent to you on November 21. We recommend using this updated tracking information to monitor the status of your shipment.
  We understand the challenges you've faced in reaching out to us, and we sincerely apologize for any inconvenience. If you have further questions or require additional assistance, please don't hesitate to contact us directly. We are committed to ensuring your satisfaction and addressing any concerns you may have.
  Thank you for your continued support as a valued customer.

  ******************** Staff
  

• Initial Complaint

  07/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have purchased a new ProMag magazine from promagindustries.com and have received an order number on the day of of purchase on 7/3/2023. I have attempted to call multiple times since I have not received a tracking # but I never get a response or a call back. I would like to cancel my order and receive a refund due to no communication with this company.

  Business response

  07/11/2023

  Dear ****,We are pleased to inform you that your order has been shipped and a tracking number has been provided. We understand how exciting it is to anticipate the arrival of your package, and we wanted to keep you updated on its progress.Please note that our standard processing time is 5-9 business days, as clearly stated on our website. We strive to ensure that each order is carefully processed and prepared for shipment within this timeframe. Rest assured that our dedicated team is working diligently to fulfill your order as efficiently as possible.To track the progress of your package, please use the provided tracking number. You can enter it directly through the carriers tracking service. This will allow you to stay updated on the location and estimated delivery date of your order.If you have any further questions or concerns regarding your order, please feel free to reach out to our customer support team. We are here to assist you and provide any additional information you may need.We sincerely appreciate your business and patience throughout this process. 

  Promag Industries Staff

  Customer response

  07/11/2023

  Good afternoon, I understand the shipping process and the delay you have posted on your website, but my issue is towards communication. It has been frustrating attempting to contact customer support just to receive no response from ProMag Industries since my account has been locked and due for a password change while browsing/looking up my previous order. I take communication very seriously and having no response from your customer support and the phone line provided questions my opinion on the legitimacy of the company. It should not take 6-7 days for a response back.

  Business response

  07/14/2023

  Hello,
  
  
  We do apologize for any confusion or inconvenience. We are a family owned company and treat our employees like family as well. We are closed all weekends and holidays. This past particular 4th of July we were closed for 4 days. Due to this long closure and the busy summer season our phones and emails have been swamped. We are doing our best to keep up with the demand from our loyal customers however it looks like we let you down on this occasion and we are sincerely sorry for that. Please let us know a ************* we can call you to help you reset your password and answer any additional questions.
  
  We hope you give us a second chance to prove how awesome our team and quality products are.
  
  Thanks,
  Promag Industries staff

*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. ↩