Sgt Of Arms Issues

[Clayt6499]

So I wanted to see if anybody has dealt with Sgt Of Arms since the start of 2024. I have had a barrel on order from them since January 31 of 2024 and was given a 12-20 week lead time. Which I was fine with. Obviously we are over double that and then some. I checked on it a few times once it got over the estimate and got told about them moving barrel work in house and that setting them back a few weeks and I understood. So I’d call 1 time a month ish to see what the status was and got a new excuse every call. Now as of the last 3 months it has become nearly impossible to get them to answer the phone, they will not return voicemails either. Their website is automated and they don’t respond there too. I was finally able to get somebody to answer Monday and voiced my concerns. I was assured I’d get an answer on my order and the status by end of day. I have still not heard back and tried calling again yesterday and left yet another voicemail. I have tried calling quite a few times today and different times and still can get anyone to answer. Has this been the experience with anyone else lately? I know Eric is supposed to be a great guy and all and the company has a great quality track record, but this customer service is inexcusable and was curious if other people have the same issue.

TLDR:
Sgt of arms customer service is nonexistent and it makes me question doing business with them especially considering the fact that I wasted an entire year waiting on a product I still have yet to receive.

 

[wvfarrier]

I have seen several threads on other forums of people reporting similar issues

 

[Rangemaster]

The only things I buy from them is the arca handguards, ordered one of the handguards around the first of the year and it took a month or two to get it. 12 months for a barrel, I would cancel the order and get a refund.

 

[jetjock07]

I just ordered one of their ARCA handguards on 11/13 and in the website it said it would ship on or after 11/19. It shipped on 11/19. I did notice that the number and address on their website is different from the number and address that was attached to the initial purchase confirmation email.

 

[Clayt6499]

the handguards don’t seem to be an issue. From what I’m reading this is either full rifle build or barrel issues. Update, I finally got a phone call back, got told they could offer me a different product than I ordered instead (if I wanted that I’d have ordered that) or they needed to order a blank for my barrel. So in 10 months you don’t even have a blank for me? After I was told at one point the barrel had been profiled and was just waiting for chambering and shipping as one of the excuses. I requested a refund. Hopefully I get that back in a timely manner. But honestly I don’t have high expectations at this point.

 

[FJS]

Did you get your refund?

 

[Clayt6499]

Did you get your refund?

I did finally get my refund on December 4th. I requested it on November 21. I wish it had never come to this but it seems to be Par for the course on people getting either full builds or barrels done by them. I know they had some issues with moving their barrels in house and falling behind because of that, but this was way more than that. I won’t tell people how to spend their money, but I do want anybody else to understand what they are possibly getting into dealing with them.

 

[JaoeyP]

I just ordered one of their ARCA handguards on 11/13 and in the website it said it would ship on or after 11/19. It shipped on 11/19. I did notice that the number and address on their website is different from the number and address that was attached to the initial purchase confirmation email.

I ordered a handguard 1 day after you and have not received it yet. Emailed last week, left a voicemail today. Getting close to initiating a chargeback. No reason for this kind of service.

 

[Secant]

Dammit. I've been waiting for their 15" arca handrails to get back in stock. Might just need to buy an Mlok aero with a separate arca plate.

 

[jetjock07]

I ordered a handguard 1 day after you and have not received it yet. Emailed last week, left a voicemail today. Getting close to initiating a chargeback. No reason for this kind of service.

That sucks. I received mine. Great looking handguard. Now if Aero will just send me my upper that was ordered almost a month ago

 

[JWHanks]

Dammit. I've been waiting for their 15" arca handrails to get back in stock. Might just need to buy an Mlok aero with a separate arca plate.

Not to derail the thread but you may check out CMT. I have an arca handguard from them and I like it

 

[JaoeyP]

Not to derail the thread but you may check out CMT. I have an arca handguard from them and I like it

The reason a lot of us are trying for a SGT is their compatibility with the Aero enhanced upper. Looks like a decent handguard otherwise.

 

[Shooter3200]

I'm in the same boat as a lot of you guys !! I ordered a in stock 17.5 handguard on December the 16th , it still hasn't shipped and they don't answer the phone, text or emails. I know some of you guys are out more money than me , but their customer service sucks !! At this point I want my money back and be done with them !!

 

[AleksanderSuave]

This thread is almost identical to the aero thread.

2a industry seems to be the only one that consistently uses their customer base for interest free short term cash loans.

Can’t imagine any other market segment where they treat their customer like a nuisance and communication and logistics like a complete after-thought

 

[hlee]

2a industry seems to be the only one that consistently uses their customer base for interest free short term cash loans.

A huge portion of the 2A customer base has battered wife syndrome.

 

[Major Wader]

Custom boat builders do the same thing, even on less expensive boats. Had one want me to leave a deposit of 50% of the total boat/motor/electronics package when he was just welding an aluminum jet sled. His boat and trailer were less cash than the outboard, and he quoted 12 months lead time.

 

[Shooter3200]

Update on my order from Sgt of Arms , after multiple attempts to get in touch with them , I finally got email conversation and was able to cancel my order and get a refund process started . And the sorry b*****ds charged me a 10% fee for canceling a order they never processed or shipped !! Oh well I guess it was a $32 lesson of who to deal with and who not to deal with . I'm sorry for all of you guys that have standing orders with them and wish you the best of luck . But I will never consider ordering from them again!!!

 

[Dutch260]

I've got a cousin that it's in the same boat. Ordered a complete build in May last year. Was told the same old song and dance of 9-12 weeks. Was told about the barrel issues and that it would take an additional 6-9 weeks which is now months and months past that updated timeline. He was calling and emailing every day for a few weeks and never once received a reply. Still have no idea what is going on with his rifle at the moment and from what I heard they have been waiting on 6mm blanks for the past 7 or so weeks. This is my cousin's first experience with ordering anything custom/high-end and I hate that this has been his first experience so far.

 

[patboos44]

Having the same issue! Ordered a complete rifle on February 16th, 2024. Was told the same thing 9-12 weeks, then barrel issues so 6-9 weeks. Then finally in October I was told it would be finished in 4-5weeks. Then couldn't get ahold of them at all. On December 18th I finally heard from them that the profiler had a part break and it took longer than expected to get it fixed. Was told my barrel should be back around the first of the year. I've been trying to reach out the past 2 weeks and nothing again. Getting very old.

 

[plbour]

Having the same issue. Ordered a semi custom rifle beginning of April. They were super helpful in the ordering process and shortly after. But since the barrel issues began in June they have been radio silent, not responding to email or voicemails. The last response was from their chat off their website (01/15/25) stating they were waiting on blanks. This is the first custom order I've done and I am willing to wait for quality, but would appreciate if they were upfront with how the order is progressing.

 

[patboos44]

Has anyone heard anything else from them?

 

[Lukeshoot85]

So I wanted to see if anybody has dealt with Sgt Of Arms since the start of 2024. I have had a barrel on order from them since January 31 of 2024 and was given a 12-20 week lead time. Which I was fine with. Obviously we are over double that and then some. I checked on it a few times once it got over the estimate and got told about them moving barrel work in house and that setting them back a few weeks and I understood. So I’d call 1 time a month ish to see what the status was and got a new excuse every call. Now as of the last 3 months it has become nearly impossible to get them to answer the phone, they will not return voicemails either. Their website is automated and they don’t respond there too. I was finally able to get somebody to answer Monday and voiced my concerns. I was assured I’d get an answer on my order and the status by end of day. I have still not heard back and tried calling again yesterday and left yet another voicemail. I have tried calling quite a few times today and different times and still can get anyone to answer. Has this been the experience with anyone else lately? I know Eric is supposed to be a great guy and all and the company has a great quality track record, but this customer service is inexcusable and was curious if other people have the same issue.

TLDR:
Sgt of arms customer service is nonexistent and it makes me question doing business with them especially considering the fact that I wasted an entire year waiting on a product I still have yet to receive.

I don’t normally add to these types of posts but I’ve never experienced anything like Sgt of Arms customer service before. I ordered a 22 CM barrel from them in June 29th 2024. They said it would be 20plus weeks. I waited until mid December To get my first update (24 weeks). Was told the barrel was getting chambered before Xmas. Then no contact until mid February when I was told it had just been chambered and would be shipping out in a week. Now, it’s been 6 weeks past when they said it would ship and no one will answer a call or email. I have never experienced anything close to this, even all the issues during Covid, at least you could get someone to tell you what was going on. I’ve never purchased from SOA before and after this, I’ll never buy from these people again! 40 weeks from order, no barrel and no contact from Sgt of Arms.

 

[BurtG]

Dammit. I've been waiting for their 15" arca handrails to get back in stock. Might just need to buy an Mlok aero with a separate arca plate.

I have an aero I would sell

 

[BurtG]

My fde handguard shipped fairly quickly

 

[BurtG]

There are other options
Sgt Arms is the only one you can stick your can in which is cool. But will get hot with extended strings.

Ridgeline Defense is going to offer striped uppers / handguards
Vltor is probably the stiffest of the bunch and will be finally offering m lok variants this year.
Seekins with their aero style or triangular DMR handguards
Larue.

 

[patboos44]

I don’t normally add to these types of posts but I’ve never experienced anything like Sgt of Arms customer service before. I ordered a 22 CM barrel from them in June 29th 2024. They said it would be 20plus weeks. I waited until mid December To get my first update (24 weeks). Was told the barrel was getting chambered before Xmas. Then no contact until mid February when I was told it had just been chambered and would be shipping out in a week. Now, it’s been 6 weeks past when they said it would ship and no one will answer a call or email. I have never experienced anything close to this, even all the issues during Covid, at least you could get someone to tell you what was going on. I’ve never purchased from SOA before and after this, I’ll never buy from these people again! 40 weeks from order, no barrel and no contact from Sgt of Arms.

It's extremely frustrating! I've never delt with anything like this either. Ordered a complete gun in February of 2024. Been told I'd have it in 4-5 and 5-6 weeks several different times. The latest was on February 7th, 2025. Was told 5-6 weeks again. I haven't heard anything back since. Been emailing them every single day and sending them messages on all their social medias over the last 2 weeks.

 

[Lukeshoot85]

It's extremely frustrating! I've never delt with anything like this either. Ordered a complete gun in February of 2024. Been told I'd have it in 4-5 and 5-6 weeks several different times. The latest was on February 7th, 2025. Was told 5-6 weeks again. I haven't heard anything back since. Been emailing them every single day and sending them messages on all their social medias over the last 2 weeks.

Yeah, they told me mid February that my barrel was done in the machine shop, and headed to cerakote and dimpling. Now they won’t respond. I even told them to ship it as is and I would have another company complete any work but they won’t even respond to me so I’m at a loss for what to do at this point.

 

[Clayt6499]

Yeah, they told me mid February that my barrel was done in the machine shop, and headed to cerakote and dimpling. Now they won’t respond. I even told them to ship it as is and I would have another company complete any work but they won’t even respond to me so I’m at a loss for what to do at this point.

That’s because they most likely lied to you the same way they lied to me back when I started asking about my stuff enough. They’ll lie to get you off their backs, and when you called their bluff, they just ghost you. Chalk it up as a lost cause and get your bank and the BBB involved and see if you can force your money back into your pocket and give it to literally any other business. (Maybe avoid Aero from all the reports on that side too) I made this post because I just wanted to see if I was going crazy, but at this point, reading this when it gets hits, and seeing the post on their Facebook page too, they don’t deserve any kindness or benefit of the doubt. Trash business practices deserve to be treated like trash. IMO

 

[stanley_white]

Maybe Sgt of Arms attended the online business acumen course run by PTG.

-Stan

 

[patboos44]

That’s because they most likely lied to you the same way they lied to me back when I started asking about my stuff enough. They’ll lie to get you off their backs, and when you called their bluff, they just ghost you. Chalk it up as a lost cause and get your bank and the BBB involved and see if you can force your money back into your pocket and give it to literally any other business. (Maybe avoid Aero from all the reports on that side too) I made this post because I just wanted to see if I was going crazy, but at this point, reading this when it gets hits, and seeing the post on their Facebook page too, they don’t deserve any kindness or benefit of the doubt. Trash business practices deserve to be treated like trash. IMO

I filed a complaint with the BBB and they finally got back to me with a complaint number and that they accepted it. Should I wait to hear more back from them or just go ahead and contact my bank now?

 

[Clayt6499]

I’d contact my bank too. Can’t hurt

 

[loveha]

I would give it a moment, like 5 business days before I attempt to have my money retrieved. See if the BBB contact has any actual tangible results.

 

[patboos44]

I would give it a moment, like 5 business days before I attempt to have my money retrieved. See if the BBB contact has any actual tangible results.

Ya I think I'll do that. I'm not going to hold my breath. I'm sure they'll just ignore them like they do all their customers but it's worth a try. I'd like my rifle more than anything but will probably have to settle on getting my money back if I'm lucky.