The Public Safety Store, LLC — Local services in Lexington

I'm disappointed with this business's conduct in regards to a pre-order made. My husband ordered a multi tool that was said to be finished production and dispensed in August. When we did not receive the product in August we called in September to ask about the status. We were told at that time the production company has yet to release the item and it wouldn't be available for a few more weeks. This is completely out of The Safety Store's control, I understand. However the actions taken (or lack there of) on the part of the store were disappointing. Rather than being notified our item wasn't going to be delivered for a while we had to call and investigate ourselves. At that point the professional thing to do would have been to notify the clients and offer them a refund. It is now mid October and we have not heard anything else. After I called the store I was informed that they have been in contact with the company and they are estimating another two weeks until delivery. This is unacceptable, but again out of the control of the Safety Store. I asked if it would be possible to process a refund at this time because this item is not worth waiting 4 months for. The associate spoke to her manager and informed me that there was a clause at the time of purchase that indicated no refunds will be given. They would be willing to refund our money but at a 20% penalty. I feel like they didn't hold up to their word with the promise of delivery by August, they did not keep us in the loop as to why it was taking so long to revive our item and they were not looking out for what is best for their clients. The associate informed me that she has personally taken many calls in the last few days about the same item. That information leads me to believe that even though she said the manager was sending out mass emails with information about the status, he was indeed not. We did not receive an email. I'm not a buisness owner. I can't say what I would do if I were the business owner in this situation, but I do know that it is bad salesmanship to not keep your clients informed of the status of their delivery. This makes people loose faith in the company itself. Although the reasons for the delay were as out of control for The Safety Store as they are for me, the lack of communication and lack of willingness to resolve the issue in the best intrest of the client are enough reasons for me to likely not utilize this...

Edit: 5/2/25

Randi reached out to me and noted that they worked through some things and I assume did some more digging and determined that there was a misunderstanding. Although most likely not entirely Randi’s fault, Randi took responsibility for the mistake, reached out to me personally and offered to make it right. For this I have updated my review and may again choose to do business with them again in the future.

I placed an order on March 20th, 2025 and received a shipping notification on March 26th. Eighteen days later on April 13th, I received a notification from my bank that I had received a partial refund of $155.70 out of the initial charge of $163.90. With no package yet in hand, I utilized UPS’ tracking service and determined that a label had been created, but UPS had not received the package from the Public Safety Store yet. On April 19th, I messaged the company through their account messaging tab on my profile inquiring as to why I received only a partial refund. On April 25th, Randi finally responded, noting that since I returned the item, they had charged me an $8.20 restocking fee. I informed Randi that I had not received nor returned my order, and also noted that I would like the $8.20 that they wrongfully charged me refunded as well. Randi doubled down, noting that their records indicated that the item was returned to them on April 10th and they would not retract the restocking fee. I have attached pictures of the shipping notification from The Public Safety Store with the tracking number, UPS’ tracking information showing that they had/have not received the package, and a screenshot of the “Returns” tab on my profile that shows that I have not placed any returns with the company. I will be disputing the charges with my bank and taking my business elsewhere...

Been two weeks since I ordered something and it still states "awaiting fulfillment". I emailed their support desk which opened and ticket and then SILENCE. They responded twice to the ticket in two weeks with a blank response other than their signature line. I know they will probably reply to this review expecting me to call them- but this is 2025 and the transaction was digital and they have a ticketing system and should reply digitally. Waiting 2 weeks not just for fulfillment, but to even get a response in THEIR ticketing system is absurd. I have also emailed their sales email address, with no response. I have ordered things with many other similar providers and have never experienced this anywhere else. BEWARE.

Update: added one star. They FINALLY responded after filing a complaint with the payment method. They claimed that the item is on backorder and they don't know when it'll arrive. I asked to cancel and got no response until the next day, when they said they found out the manufacturer is going out of business which explains why they didn't get any deliveries the last 8 months (which honestly should be a reason to stop selling even temporarily), and they refunded and offered a discount on future orders. I did call the manufacturer and they told me they unequivocally are not going out of business but doesn't matter. They did refund and offer a discount for future so that deserves at least...