As some of you know, i had some issues with my Buck Commander (Stack on) safe, which had some sort of defect causing it to not lock like it should, making it ridiculously easy to 'break open' (Pull open the door) when locked. I Discovered this defect ~4 months after purchasing the safe from Home Depot. I Contacted Stack-On Customer Service via Email, and then called the next day to try and resolve the issue sooner rather than later due to the obvious lack of security. I was asked the usual "did you try this" questions, and prompted to check the solenoid to make sure it opens and closes as it should, etc. Within about 10 minutes, i was prompted to send a copy of my order confirmation to Stack on so that they can have a locksmith sent. I got a call after the weekend and within 2-3 days, a professional locksmith was at my home, inspected the safe, and deemed it defective after trying a few things and realizing that no adjustment would fix the safe. He contacted stack on, and i was contacted and offered a replacement or refund. I Took this as a chance to upgrade to something larger, and opted for the refund, which i received about a week-week and a half later, and a pick up was scheduled for the old safe (it would have been picked up quickly but i asked to delay it on purpose so that my firearms were at least kept out of the hands of my daughter in the meantime until a new safe came). While i was shopping around for a new safe, i kept emailing the fantastic CS rep i was speaking to for various details that seemed to be missing online; weight, whether the doors can come off, etc. and all of my emails were responded to within a few hours/the next day (depending on when i sent my email). When i decided to order a new stack on safe rather than another brand (due to the back up key; a big must for me due to the keypads having a tendency to fail), i asked the CS rep if the unit was equipped with a hole to run a line for a dehumidifier (and jokingly said she should send me swag for spending more $$ with their brand after what had happened), and she said that while there ARE vent holes that can be used, she could just send me one of their plug-in rechargeable unit's FREE. Obviously, i jumped on the offer, and within a few day's it was at my door. About two weeks went by and i contacted the rep to notify her that the new safe had arrived and that i got it in with no problems, other than a small scratch or two from bumping into some stuff. She immediately offered to send me touch up paint for free, i just had to provide her with a serial number to color match.
While having a safe - that was a total PITA to get into the house - fail certainly can lead to a bad taste in one's mouth, Stack on was sure to make everything right by me. I must say, i have NEVER had such a great customer service experience with any brand, ever. They may not be the best in the industry, but for the price i am certainly happy with what i've got, as well as with the level of customer service i receive. I Won't hesitate to give them more of my money in the future, and neither should you!

The company (Estes) that dropped off the safe were pretty good, too. The guy was really nice, and gave me a call and offered to deliver the safe a day early; me, itching to get the thing, already, said 'hell yes'. The next day, the pick up company sent by Stack-On came, though they were running a bit late and my Fiance' was in a rush to leave, so she left the safe on the front steps landing with a note for them (as directed) authorizing them to pick it up, so that was fairly convenient as well.
I'd certainly be happy with the safe working from the get-go, but i'm glad they helped fix everything and that i got a free dehumidifier out of it; Sure, it's only 25$, but they certainly didn't HAVE to send me the thing, nor did the rep have to send me touch up paint (i don't need it as the scratches are on the back/bottom of the safe, but its good to have so that i can repair it when i am looking to upgrade or unbolt it to move it, again). The CS Rep's name is "Maren Juul", for those who want to know. Hopefully it won't be an issue that i published the rep's name, but this person should get the credit for handling the situation the way they did. I Will forward this post to Stack-On, as well, so no bashing or BS on here. I just wanted people to know that this company most certainly follows through with their warranties and what not. 

 

Also, to be clear, the initial rep i spoke to on the phone is not the same person that i dealt from there on via Email, as far as i know. For some reason i never got the email from them initially to send them the receipt, but i called them back after a few hours of not receiving it and the rep made sure that i got the email; i believe the one i spoke to the second time is in fact the rep that i dealt with from there on.
 

Good customer  service can go a looong way to keep an outfit in business, I'm glad they worked with you. Hope your safe stays trouble free.