Cannon Security Products
Reviews and Complaints

I called customer service because I have an older stack on safe which I needed a set of replacement keys. I was very fortunate to make contact with Rafael M, who was efficient, professional and knowledgeable concerning the product line. I have owned my safe for over 30 years and learned the locks and keys for my safe are no longer made. Mr. M made multiple and helpful suggestions and within a few short minutes was able to provide a solution that was far above my hopes and expectations.
I have used stack on products for several year and thanks to my contact with Mr. M, will be referring everyone I know who is looking for a quality product to stack on safes.
Thank you for having a quality person on your staff like Rafael. I will be a continuing repeat customer because of him.

Larry G R

I had filed a complaint on 12/14 with the Chicago, Ill Complaintsboard.com office since that is where the company headquarters is. I have since received a call from a rep that was superior. He should be a trainer for your customer service dept nationwide. He ask me to pass on his name for people to ask for if they need help with a safe. His name is Javi H. He is an excellent person to speak with and resolve problems. He is arranging a replacement of the defective safe I bought. Please believe I had a hard time with the regular customer service emails I sent and after they finally sent me to this nice man I have the problem resolved and want to withdraw the complaint I submitted. Javi is actually smarter than any of the other customer service people I spoke with. Give him a chance and he will take care of your issues with there products.

We are part of the migration out of California and in so doing our movers, West Coast Relocations, destroyed many of out boxes including our safe. Unbelievably they ripped the keypad off and in the process broke the mounting and wiring. Now we were left with no way of opening the safe and we had some household goods in it. I called Cannon Security Products and they told me they would help. I provided pictures and videos of the damage and the inoperable keypad. They tried to contact several locksmiths in an effort to assist me but was unsuccessful. The only option I had was to cut the safe open. They made arrangements to ship another Cannon safe to me, which I hope to receive this week, replacing the damaged safe. Without their guidance and support we would still be greatly frustrated not knowing how to proceed. Thank you Cannon Security Products Customer Service Team.

I have had my Cannon safe for over 10 years and have been very happy with it. Today we opened the safe but it would not lock back. We figured that the battery needed to be replaced on the keypad, but we had misplaced the owner's manual and could not remember how to replace it. The on-line reference on how to change the battery was for safes newer than ours so we called their customer service. We spoke to Raymond and we told him the problem and he quickly diagnosed the issue and said that we needed a new keypad. He placed the order for the new part and told us that it would be shipped to us in the next couple of weeks at no charge. He also sent an email on how to replace the part once we received it. He added that if we could not figure it out to please call them back and they would be happy to assist us with the install. I could not be happier with how this was handled! I love my Cannon safe!

I had a problem with my Safari gun safe made by Cannon. After years of good service it would not respond to my key pad. At first I contacted the Recuram company that made the key pad for Cannon. They were extremely helpful in assisting me in opening my safe. When I opened the safe I discovered that it had a Recuram EL-0603 locking device. I precontracted Recuram and was advised that since 2015 they no longer make that lock and that I should contact Cannon.
In contacting Cannon I was lucky enough to have Rafael M as Cannon's representative. Mr. M was very patient with my limited computer skills, talking me through the steps I needed to send him the information he needed to send me the new replacement parts plus he made sure I had the information as to how to install the new parts. It is so refreshing to have LIVE conversations with people that are interested in representing their companies positively.

Case XXXXXX I needed help replacing a battery. The customer service guy said 'take a knife and peel off the key pad label". Didn't sound right to me he said "Trust me- I'm a locksmith". OK- I followed his advice there was a circuit board under the label and it was ruined. They sent me a new locking mechanism BUT when I went to install it, the fireproof material began to crack that would make things worse. I was promised that a locksmith would come and install the new lock. It has been almost a month since I was told that and about 3 months that this problem has been going on. I need the locksmith to call me so I can arrange a time for him to install the lock. Sp far. no one has called me. There seems to be LOT of people who are not very pleased with this company. I would like this issue to be resolved as soon as possible. You have my phone number and a letter I wrote to the president of the company. PLEASE CALL!

The keypad on my safe broke (battery connection fell completely off). I called emailed etc, and finally got a complaint number. I was told by a very rude lady I would have to pay a locksmith to open my safe. I did, and now 25 days later they sent the replacement lock adaptor and keypad. There was no packing inside of the box and all of the hardware scratched and broke parts of the keypad. I have tried to add the new lock and the adapter holes do not line up the screws are too short and even if the holes line up there would only be one screw going through the lock in to the safe door. So far I had to spend $200 to open the safe and have an estimate from the locksmith to put a new lock and keypad on for about $600. That is more than I paid for the safe new. The only email correspondence I have been getting from them are pictures and videos telling me how to mount the lock. I have been dealing with this since 2-21-22 and today is 3-25-22. Terrible to say the least.

My experience with the GunVault/Alpha Guardian customer service was refreshing. Due to my oversight, the batteries in my GunVault 1000 had died. The keys to open the safe were hidden by me in such a safe place, even I couldn't find them. All of my correspondence with Customer Service was through email and I started the process to get a replacement key. Gerry L was very helpful with updates and expected outcomes. Thankfully, I was not dependent on the gun trapped inside the safe and had another GV 1000 to deploy.
In the end, the replacement keys were not available and no longer made and they offered to replace the safe instead of a long wait to get new keys. This completely exceeded my expectations as I was prepared to wait however long due to my lack of actions that caused the situation.
I felt they valued my business and wanted to make things right. Treat with respect, get respect. It is important to thank the people who are in customer service, as daily they are getting the brunt of people's anger.

My new Cannon Gun Safe proved to have a manufacturing defect that developed into a problem which rendered the safe inoperable. I worked with the Customer Service department and arrangements were made for a locksmith to visit my home to attempt a repair. Repair of the defect was be***d the expertise of a locksmith and in due course I was able to speak directly with the Locksmith Department. My representative in the Locksmith Dept., Joe A, had an excellent understanding of the technical nature of the problem and quickly came to the conclusion that a replacement was necessary. I appreciated the fact that Joe had the authority and willingness to provide an solution. Other members of the Locksmith team, like Javi H, were helpful in relaying phone messages and moving the case and its resolution forward. Problem solvers like Joe are important members of any customer service team. Joe should be commended for effectively working to uphold the reputation of Cannon Gun Safes. I appreciate his help and am very satisfied with the resolution of my case. Randy H

Manufacturer defect on the original safe I purchased prevented proper closing and protective integrity. I called and spoke with Danny Granados (Alpha Guardian, Inc). All it took was one telephone call to Alpha Guardian customer service, along with video narrative of the issues I'm experiencing with my safe and immediate resolution by the company. Danny was very professional and knew the product line. He contacted their warranty department while he placed my call on hold. Within a matter of minutes, he was back on the call. The company's warranty department reviewed my video along with Danny's explanation of our telephone missives. Alpha Guardian is honoring the old safe's warranty and has ordered a replacement safe of greater value, and size from the old one. I was told that I should be receiving the replacement Cannon Safe within four to eight weeks! Very pleased and only wished all companies I have to deal with are as efficient and loyal to their customers like Alpha Guardian, Inc. I highly recommend their product line and most especially because of their excellent commitment to customer satisfaction.

This was the worst customer service and experience. For three weeks I tried to get in contacts with some reguarding my canon safe. The handle would not work. When I finally reached someone ( 45 minutes on hold) i tried to explain what was wrong with the handle. The customer service rep was extremely rude and kept over talking me to tell me what he k ew before I could explain the issue. After sending numerous pictures, videos, doing what he said to do because he knew what was wrong. After doing what he knew for us to do, the handle broke. The shaft( that is supposed to be made of steel) broke in to. So now I am stuck with half of the shaft sticking out of my safe door and the other broken in the hub. After this,Nothing was resolved. No responses and not wanting to resolve the issue. My wife finally called someone and waited and hour on hold she was told that it was our fault and broken by force. So here we are, unable to get into our safe, rude customer service and being told that we have to call a locksmith to get into our safe. So thanks Canon for making my decision 100% on making you as one of the worst decision that I made

After multiple failed promises, I once again tried the Fedex tracking number they gave me several days ago. It seems it is not a good number. I am wondering if the item has even been shipped to me as they alleged. With the problems I am having with regard to securing a new touchpad I am growing concerned. I am beginning to believe the terrible reviews I see about the Cannon company regarding extremely poor customer service. I usually do my research when purchasing items. It seems I made a big mistake in assuming that since Cannon has been around for a while it would be because the product is good and customer service is good. That clearly is not the case in either point. A product with a lifetime warranty that fails in 7 months is not a good product. Today I tried to contact any senior level in the company to lodge my complaint. They don't even provide a number to speak to anyone except their customer service, the ones who don't help their customers. And they certainly are not responsive. And I fully expect that in voicing this complaint I will probably not even begin to receive any better service and will probably never receive the part that I need. Such be the case.

I purchased a used Sentinel/Stack-On 10 Gun Security Cabinet from a neighbor. This used gun cabinet was missing the removable steel top shelf.

I initially contacted Alpha Guardian, the parent company of Stack-On, by their customer service email form on 12/28 to inquire if it was possible to purchase a replacement top shelf for my 10 gun cabinet.

By 1/11 I had not received a response to my email to customer service and I next called customer service by phone on 1/11.

The first person I spoke with was not able to assist me. Speaking slowly and precisely, I was not able to make her understand what part I was requesting. After several frustrating minutes I could see she and I were making no progress on the matter and I discontinued the call.

I immediately placed another call to customer service and spoke with Lucy L who was extremely helpful and courteous. There was no communication problem between us and things went very smoothly. The part that I was seeking was available and much to my surprise Alpha Guardian was sending it to me at no charge for the item or shipping. I received a prompt email confirmation of the order.

I had just about given up on getting any assistance from Alpha Guardian customer service until I made contact with Lucy L. I cannot overemphasize how courteous and professional Lucy L was as we worked through my request for a part for my used security cabinet.

I purchased 2 Cannon AP5540 65 gun safes from Academy Sports a couple months ago while they were running a sale. After getting them home I had a few cosmetic issues with the safes that were not noticeable until I opened the safes and inspected the inside and underneath. I called Alpha Guardian and the first customer service rep I spoke with wasn't very helpful. I think his name was Danny. He acted as that the only thing they could do is replace the safes I purchased with another model that was smaller because they weren't making the model I purchased anymore. I didn't agree to that and he said it would be several months before they could build me the same model safes as I purchased to replace mine. I replied to the email and said that was fine I would wait on the same model I bought to get built in a few months. I waited a few days and hadn't received an email confirming that they would process my request so I called back in and spoke with another rep by the name of Javi. Javi was very helpful and got straight to work with helping resolve the issue. He wasn't going to have me waiting months on my safes. He pushed my order right up to the top and got my replacement safes ordered and buoy super fast. After a few bumps in the road we got it lined out and taken care of in only a couple weeks. Javi helped all the way through and made sure he done everything to make me happy with my purchases. I would recommend anyone who might have a warranty issue to speak with him if they want it taken care of fast and right.

I have had my cannon safe since August . I started having issues a couple weeks ago where it wasn't locking properly and now the safe is locked and we can not get into it. I have had 15+ calls with the warranty department and still haven't had anybody out here to open my safe. The safe is still covered 100% under their warranty and all I seem to be getting is the run around. Everytime I speak with someone they say they are working on it and they will send me some type of confirmation soon. I received a confirmation email saying a locksmith had been assigned to my case almost a week ago. I called back because I hadn't received an email with the tracking number for parts. I keep hearing they are working on it and they will send me that email today, that's what I've been hearing and still haven't gotten an email. This is totally unacceptable. I also posed the question that since the locksmith they have assigned to my case lives less than 5 miles from my house, I asked if the locksmith could come to open the safe so that I could access my belongings and then come back out once they received the parts to fix the safe and they said no, they aren't responsible for having a locksmith come out more than once. HORRIBLE customer service, HORRIBLE follow through, everything that I have been dealing has been completely unacceptable through this company. I will never buy from them again. All I am getting is the run around and this is ridiculous. I'm also now being told that with everything that is going on in the world things are taking longer to process and ship, which I know to be true but they haven't even attempted to ship my items yet. I order things online everyday and have had ZERO delays on packages coming from all over the US, it's just another excuse they are trying to give me.

My safe that is barely 6 months old will not unlock and I am getting no help from the cannon company that offered a lifetime warranty on the safe. I purchased a cannon wide body 64 gun safe from *** on [protected]. I had contacted cannon with service issues of the safe not locking 3 times. this is my 4th service call on their product no and my safe will not unlock. I have over $30k in assets locked in my safe and cannon will not provide any help. I have contacted them everyday for over a week by phone, sent numerous vides and photos, and emails. I have talked to several different associates whom all state that they will escalate my claim and call me back the next day. I have never been contacted back from the company. I have all videos, emails, and correspondence saved. they screen their calls and answer by your first name when they pick up, now every time I call I am on hold for approximately 20 min before they disconnect my call. they have never honored any part of the lifetime warranty that they offer. another issue that this company has is confidentiality, multiple times when I have called thy have stated that they have different names and address for me, then proceed to give me information on other customers by telling me their name and address that is in my file, so I am sure they are doing the same with my information to other customers.

I purchased a 48 gun Cannon safe from my local *** on November 24th. I picked up the item on the 26th. On December 20th I contacted Canon Gun Safe because the internal mechanism inside the safe door failed. The door will no longer lock or unlock. I had to use an alternate email address to upload several videos to satisfy the company (Lois T is my other google email account.). I've been told multiple times on email my case is solved. I've phoned the company and have been told it's in the hands of the locksmith department and they will contact me. The last time I called the response was, "they've been busy but they will contact you next week". That will be 4 weeks ago this coming Friday so my wife called on my behalf today. She was asked what the dimensions of the safe were because the locksmith department can't move forward in helping since the serial number doesn't specify the dimensions. Why would a company not know their own specs and if my wife hadn't called today this would be their latest excuse. I need help as I own a $600 useless item. Thankfully the mechanism failed while the door was open and all of my firearms are accessible and not vaulted. There is no communication with this company and I can't simply take the safe back as it is very heavy and I had to have multiple people help me move it during dry weather conditions.

Electronic lock failure. Customer service is just gives inaccurate information and never sent out replacement parts I purchased a Cannon 24 gun safe and the combination key pad failed and required contacting a locksmith to gain access to valuable information in the safe. I contacted Alpha Guardian that supports customer service support for Cannon Safes in June and they said they issued replacement parts that would take 10-15 days to arrive. After 3 weeks, I contacted Alpha Guardian again to inquire about the replacement parts and I was told they should have been delivered. After waiting another two weeks I contacted them again and was informed the parts were back ordered for several weeks. I recently went to the Alpha Guardian site and noticed on 22 September Alpha Guardian listed my request as "SOLVED" and it states, "Your order for the parts have been placed" - I have NOT received the replacement parts as of 21 Oct 2020, It has been 5 calls (waiting approx 40 mins for customer service rep - for each call) and I have no resolution to issue. By Cannon Safe's guarantee and Alpha Guardian's customer service reps...they have said this is a guaranteed part that will be replaced however, there seems to be no intention to meet that obligation. A bunch of smoke and mirrors from Alpha Guardian. There were multiple ticket request but last ticket request listed is Request #***.

I bought a *** gun safe on 11/29 and the gun rack was broken. Have been in containers with them since last DEC and still no replacement part Been dealing with them since November 19. When purchased the inside gun rack was broken. Emailed them in December with receipt and picture of the part. Was told it would take 6 to 8 weeks to receive. Waited and did not receive my part. Called and sent another email and was informed due to covid they were behind and could still be a while. Very hard company to get in touch with. Poor customer service. They have changed contact numbers. Everytime I call I get the runaround. My most recent experience was sept 9 and I was pretty much called a liar and told my part had shipped. When he sent me the invoice and tracking # it was the wrong address and signed by someone else. When I questioned it he said oh my bad it was returned to our company for us not sending it to the right address. I was told it would be another two weeks. Its now October 23 and I still have no part. I've been on hold today for 2.5 hrs. Finally get someone and she informs me the item was returned to them because they had the wrong address and it would be 8-12 weeks for shipment. So they never placed my order. Company unacceptable. Meanwhile I have a gun safe that is no use to me and so far no solution. I can send any documents needed receipt etc. Wanted a replacement part but feel like I deserve more than that.

Spoke with customer service, was supposed to receive new parts. Haven't received, and can't get a hold of them. I ordered a large Cannon Safe from *** on 5/5. Immediately had concerns getting the door to unlock, and lock. We thought it might have been user error. Eventually the safe door wouldn't unlock. I called the customer service number on the back of the owners manual as directed. It was identified that phone number is no good. I was able to locate the customer service number, and I opened a case with Alpha Guardian. Case#***. This case was opened on 9/21. I was told I would be shipped a new lock, and a new keypad. After not getting any updates, or responses to my E-mails (replied to open case received in E-mail) I attempted to call them again on on the phone number in the E-mail they sent me. That number says it's "down for maintenance". It's been that way since the beginning of October, and no change. I went ahead and placed two E-mails online at the following address I received in the original E-mail (***.com/hc/en-us/requests/***). The following Case ID's are *** & ***. I have received no response on either of these as well. I have reached out to another phone number found online for customer service (***) I have been on hold for the last 45 minutes. I need this concern resolved, and I need to know when the new parts will be showing up. It's well passed the original ETA of 10-15 days I was quoted from the customer service agent.

Failure to offer resolution to defective equipment satisfactorily, twice. I purchased a cannon safe in 2011 under the premise of quality product and an excellent warranty. The safe worked well until this year. In April this year I was locked out of my safe due to a faulty securam lock. I contacted Cannon and was offered a replacement keypad free of charge but was told to hire a locksmith to open my safe even due to part failure. I was able to open the safe without damage in the first instance as the locksmiths I spoke with advised me the safer would be destroyed to open it. This past Saturday I installed the new lock (which took 6-8 weeks to receive) and was happy that all went well. Until I closed and locked my safe after testing multiple times. The safe had another part failure with the mechanism in the handle, yet again leaving me locked out. I spoke with a representative at Cannon again today who informed me they could not help and only send me a new handle but I would need to hire a locksmith out of pocket, again. I asked them to release the diagram to drill my own safe open to save a several hundred dollars expense which they refused stating the "would only provide that to a licensed safe company, while they were standing in front of my safe" This was unacceptable for an expense due to a cheaply made product, so I decided to open my own safe AGAIN. I now have a safe with a half inch hole drilled into it in order to open. I don't know what else to do with my dissatisfaction with this company because they have refused to stand behind their product twice now, and I am left with an unsecured safe that literally took me, with no safe opening experience about 5 minutes to drill and open.

Bought Safe at ***, in November . In July , lock failed to open. Went out of town placed my photo and video cameras and guns and ammo in safe. When I returned, lock wouldn't allow safe to open. Contacted Alpha Guardian (each time is 30 plus minutes for someone to answer the call) who advised to open it by "any means" and a replacement would be issued of equal or greater value after video proof that combination was correct and that there was difficulty in opening safe. I am a pro photographer and needed cameras the day I returned for contracted shoot. I was first advised to replace battery, then to apply pressure, then use a mallot. Lorena C advised to open it however we could because we needed the cameras ASAP. We provided video that it wouldn't open and she spoke with a supervisor that we would get a new one with curbside delivery. Between Lorena, Joe A, Irene R, Mike M, and more, I have been told that my safe was going to be shipped within 2 - 7 weeks, and then it wasn't even made yet, and that production is behind, and that employees told me that other employees flat out lied to me that the safe was being shipped. I asked for a supervisor who I was told was name Israel N I asked for him to return my call, I asked over the phone and I asked in the online. Israel left a message while I was on a shoot said he would call me back and and I haven't heard from anyone since. The company may say that I have stated I was "satisfied" with the result of correspondence, but that was when i was notified that my safe would ship - that was three months ago initially. I can't return it to the store because it is destroyed. The last 4 times I have called, I have waited for someone to pick up for more than 30 minutes. I hung up after 30 minutes each of the last 4 times. Horrific customer service.

I bought a top-rated gun safe in March for my new home. The order number through Home Depot is unavailable. The order total was $871.19. When the safe arrived, it was in good shape, but I noticed it was missing a spindle for the vault handle when setting the combination. After opening and closing it a few times to verify it worked, I noticed it required extra effort to turn the handle. The safe remained empty until December, when I was ready to use it. However, the safe wouldn't open. Despite verifying the combination and applying more force, the handle spun freely without unlocking the safe. The parts included a broken gun rack and no keys, which should have been provided. I've been in contact with the customer service since mid-December. They sent keys after a call, but the safe still won't open, even after following instructions. My responses to their emails have gone unanswered for a week. The product is defective, and customer service is unresponsive. I want them to collect the safe and issue a refund, as I'm considering a different brand.

I bought a Cannon safe in July. This was my second safe purchase from this retailer in six years. The retailer's location is in Virginia. The safe came with a factory-set combination, which I've kept unchanged. Initially, the safe opened fine, but soon it required multiple code entries to unlock. Suspecting the battery, I replaced it, but the issue persisted. I reported the problem to the retailer, and the manager promised to speak with Cannon's service team. He mentioned having another customer's safe that wouldn't open at all and was awaiting Cannon's response. Later, my safe's condition worsened, needing up to 20 attempts to open. Online research revealed I wasn't alone in this experience. The company's support was disappointing, with slow email replies and a phone system that hung up after long hold times. Frustrated, I revisited the retailer, and the manager agreed to press Cannon for a solution. Victor from Cannon eventually called, requesting a list of troubleshooting steps, which included sending a video of the issue. Despite complying, I've had no response for two weeks. My safe is now completely inaccessible, leaving me unable to reach my firearms and valuables. The customer service has been underwhelming, and the safe's reliability is questionable.

Cannon safe would not open, Customer Service said they would authorize one service call from a locksmith, They now say they will not pay bill of $675 I purchases safe in August , main reason being the Lifetime Warranty. In December safe would not open, contacted Cannon, tried a bunch of methods safe would still not open. Contacted Cannon in January, talked to Rafael ***, he told me they could authorize one visit from a locksmith and send replacement parts. Parts were sent, again talked to Mr *** and he was adamant they had to talk to the locksmith only, only him to give him the drilling instructions. I drove to locksmiths shop, called Cannon and had the locksmith talk to Cannons service tech, he asked the locksmith a bunch of questions including his business numbers, mailing address ect and finally gave him the drilling instructions. It took couple of weeks to get on the schedule but finally the locksmith came out. It tool him a number of hours to dill the safe, being carefull not to break off a drill bit. He finally gained entrance, installed new parts and safe was operational again. It was late in the afternoon so we he had to come out again to weld the hold shut and touch up the panit on the door. I sent the bill to Cannon expecting payment. Next I receive a tex from Mr *** stating "I pay too much for work' and Cannon will only pay $250. Mr *** at no time ever mentioned sending out his chosen locksmith. never mentioned me getting an estimate and sending it to him for approval, never talked to locksmith about what it may cost. Sending it back to Cannon was never an option since it was full of guns and paperwork. I am a senior Veteran and thought Cannons word was good. I have copies of the Warranty and the bill from the locksmith which I have forwarded to Cannon already. I am not real good with computers, this letter is a bit for me the way it is, but if needed I can have my daughter send them to you, she's out of town right now. I spend some of my time visiting the hospital and with other things going on it sometimes takes me a day or two to answer and mail. I have been retired for 10 years and my funds are limited, this bill would be a great hardship on my wife and I.

Customer Service Department does not handle issues in a timely manner. Their responses are repetitive with no resolutions with several weeks between. My husband contacted customer support on November 2 via email after no luck with phone responses. Lorena *** was very prompt with her first response with trouble shooting tips and tricks. Attachments were sent to her via the same email getting no response back. Tried again on 11-03 to see if they received the video attachment. On 11-04 David *** Retail Support and Locksmith Supervisor responded asking for additional information to provide a "better service". We responded right back. We sent additional email on 11-11 asking if they received our answers, Lorena messaged aback on 11-21 asking for answers to missing questions, we responded right back. On 12-13 Lorena emailed asking the same question again, we responded 12-14. I took over by phone at this point. I was able to reach a Rep on 12-17 via phone call, this guy was helpful, I wish I had his name, he contacted a supervisor (David *** to get us assigned, I asked to be contacted by supervisor to get resolution, to this issue, No contact made. On 12-22 called back to customer service @(XXX)XXX-XXXX. This man was also helpful, he gave me the contact information for the locksmith that had been assigned (Over an 1.5 hours away) and said that the order for replacement lock was placed and we should receive it in 5-7 days. I contacted the assigned locksmith we scheduled a time for today 12-23 for him to come drill the lock and patch the hole so its ready for my husband to replace once we receive the parts. 12-23 after taking a day off work, the locksmith calls and says that he cannot come today because Alpha Guardian didn't attach the work order to the email they sent him requesting him to come fix it. I contacted the above phone number and spoke with Lucy, after complete silence for 10 minutes, not on hold, Lucy says she doesn't know what to tell me because on her end it shows that they sent him the case number and instructions, I told her yes he got those but he did not get the invoice attachment. She didn't know how to respond. This has been in process for 51 days. 51 days that I have important documents stuck inside a $1000.00 box that I can not get to. 51 days that we have been run around with no resolutions. Our case # is XXXXXX the original email was sent from Eric ***@gmail.com, the responses were sent from ***@cannonservice.***.com.

I have been trying since 11/8 to get an exchange/refund for a defective safe. I purchased a Cannon 40-Gun 45 Min. Fire-Resistant Safe, Black, TSXXXX-XX-H1FEC-20 from *** The lock does not function so I was sent a replacement which still does not work. I have explained the holes of the safe are drilled incorrectly so I was asked to send a picture and video of the issue to them which I did on 12/21. I emailed on 12/29, 1/8, & 1/13 trying to get an update to the status with no reply. I called on 1/19 and spoke to customer service and they finally agreed a replacement would be needed. I was told a new safe would be shipped to me within 1-3 wks. They assured me that pick up the old safe and delivery of the new safe would be on the same day to avoid me having to take multiple days off work to be present for pickup/delivery which was required. On 2/2 I emailed about the pickup of the old safe and was told by Alpha Guardian (AG) that the shipping company would call 24 hrs in advance to arrange pick up. The shipping company called and said they were 30 min from my house for pickup on 2/3 but I didn't have the safe at the curb because AG told me differently. We rescheduled pick up for 2/4. My old safe has been picked up but a new one has not yet been shipped. Each time I call customer service I'm told a different story. on 2/4 Brandon told me the new safe had been shipped and was in transit but there was no tracking information to tell me exactly when it will arrive. On 2/5 Drake told me the safe had not yet shipped but he would email me an update by noon CST which I never received. I emailed at 12:48 pm for an update with no response. Sam *** the supervisor was to call me by the close of business 2/5 but never did. 2/8 I spoke with Dan who stated the safe has no yet been shipped and Sam *** would again call me with an update on the status of the delivery. I am currently out the cost of the safe, $200 to move it into my home, $200 to move it to the curb for pick up, and then another $200 when the new one arrives since the pick and delivery were not on the same day. I will also have 2 days off of work due to waiting on the pick up and delivery. I just got off the phone with Dan 2/8 who informed me that the safe has not yet shipped and will ship via Fed Ex. Sam *** is supposed to return my call. I asked if pickup and delivery would still be on the same day to which he replied yes only for me to inform him that the old safe had already been picked up. The lack of follow through and incorrect information regarding this process has been extremely frustrating. I'm upset with the amount of money and time off work I am out due to this misinformation. I was offered a small stack on safe as a part of the error but this is nothing as compared to the expense I've incurred and missed time at work. I've read online and this appears to not be the first or even 100th customer service issue. The complaints are numerous and I feel that they need to do a better job considering the cost of their products.

Really disappointed in this company! I have purchased other products of theirs in the past and have been pleased but seriously rethinking this company Have purchased multiple items of this company in the past never had an issue until now, Purchased this item on September 15 picked it up and got it home on September 18 I went out of town that weekend(September 18th 19th 20th 21st) on September 22nd got the safe set up and was having a hard time programming the keypad and I noticed an issue with the door that it wasn't shutting smoothly and you literally had to push with your foot on the bottom left corner of the safe door in order to lock the safe, almost as the internal hinges were bent. I have 3 other safes from this company and done have this problem with ANY of them! I called The company on the 22nd The gentleman was able to help me get the keypad programmed I told him about the issue with the door and he said I needed to take a flat head screwdriver and lift up on the door to adjust it I explain to him that that did not work and he told me that I would need to call back and speak with somebody else. Literally have been having nothing but issues ever since then as far as trying to get a hold of somebody and then once I do no one usually gets back to me so then I will have to call again if you're on hold for 20 minutes then the automatic system hangs up on you has literally happened six or seven times. November 3 I got confirmation after speaking with somebody that my replacement safe would arrive in 1 to 3 weeks, December 15 came around still hadn't received my safe had sent two or three emails prior to December 15 no one had got back to me. I called back on December 15 the gentleman I spoke with email me back on December 17 stating that a pick up request was made and the new safe would ship in 5 to 7 business days. December 18 I got an email from The freight company about a pick up request stating that they would be here today December 23 between 10 AM and 2 PM to pick up the safe 3 PM came and hadn't Heard anything from the freight company I called the freight company and they said that they do residential pick up at the end of the day in between four and five so I asked why didn't anybody from your company contact me and better yet why did I receive an email for a pick up time frame between 10 AM and 2 PM I also asked about the replacement safe and they said they were just picking up so not only did I have to end up taking today off I'm going to have to take another day off when the new safe arrives. This is just ridiculous not only did I spend money for this product it is now costing me money that I'm having to take two days off of work for them to pick up the old safe and then drop off a new safe on another day. Also seems pretty ridiculous that if they are picking up the defect on one day now I'm having to have firearms laying out until the replacement safe comes. No one from Canon safe/Alpha Guardian Will contact you back. Safe because like I said I own three other safes from this company and I have never had a problem up until now, regretting this purchase and strongly considering not purchasing anything else from this company.

I'm experiencing Warranty issues with Alpha Guardian safe. I've only received an inferior product & Poor Customer service. Refund demanded. I'm submitting actual complaint to Alpha Guardian reported nearly 60+days ago (11/20 -01/21) and still No resolution yet... Jan 11, 2021, 9:40 AM PST *** is safe offered but refund is preferred due to poor product& lack customer support! Timeframes of delivering simple corresponding emails. Please send any replacement or refund or reason why this robbery is the business model of Alpha Guardian. And please don't give me any more complications with simple warranty issues. On Monday, January 11, Xxxx wrote: I choose option 3 since 12/21 & still haven't received any response from Alpha Guardian from mgmt reps or anyone to assist in tracking replacement safe or refund or address the poor service experience about product.. On Monday, December 21, Xxx wrote: I'm on the phone with Caesar have explained to him my growing frustration with a brand new safe...?! 1. Customer service is set on a poor business practices of selling inferior products, lack of product knowledge. The nature of their business KEEPING YOUR MOST PRECIOUS VALUABLES SAFE...! 2. Was given 3 generic options which mentions timeframes that aren't really honored or even applicable after being informed several times via email or phone. 3. Never mentions true timeline or process. After nearly 30 days of waiting on 10-15 day wait as offered in option 2. I decided to call 3 locksmith. ( who have all serviced The Cannon Valley Forge Series) in area to explain situation and process of remedy. All gave me no longer than week to come out. And probably would have to replace safe anyway which would have me without valuables protected STILL.! And without Alpha call out approval would have to pay out of pocket min $150 hr w/ 2 hr min.? 4. After learning this I contacted Alpha rep Ceasar I explained to him situation to see if there was a way to expedite locksmith call out, which he did not offer any assistance just reverted to making me continue to wait for timeline which WAS ALREADY UNACCEPTABLY EXPIRED..! 5. By this time after explaining my true dissatisfaction with product & service I was now offered option to getting into safe myself & then Nightmare of having to wait an additional 4-6 weeks for replacement. 6. Nearly 30 days dealing with Alpha Guardian Cannon Valley Forge Safe. I truly feel robbed of not only my most precious possessions and the cost of safe. I waited for hours in cold rainy early Black Friday just to purchase to be entering 2021 STILL LOCKED OUT...! 7. If I had been explained 2 month turnaround due to so many Cannon Safes on the market are defective pieces of junk I wouldn't have thrown my money or time Including ALL OF MY VALUABLES in the trash as I did. 8. I now have -0% faith in Cannon Valley Forge at ALL..! IM currently waiting on Alpha Support Supervisor to address Concerns or Full Refund. Cesar *** (Alpha Guardian, Inc) Dec 21, 2020, 2:54 PM PST Hello Customer This is per our conversation, I will provide you with 3 different options for the solution for your safe. 1. Take this safe to the store for replacement or full refund. 2. Get this case send to locksmith department, the time frame to get a locksmith to fix your safe is about 10-15 business days. 3. Get a safe replacement, getting a replacement you will responsible on opening the defective safe on your own and also the new safe will be delivered curbside and Cannon is not responsible to taking inside the house. 4 to 6 weeks for replacement. Please review each option and let us know which one would best for you. Regards Cesar *** Retail Support Specialist P:[protected] Alpha Guardian

The company keeps sending me parts for my defective safe, but none work. They just send more parts. I bought a 22 Gun Safe with Electronic Lock on March 13, with a 3-year warranty. In March , it malfunctioned. Cannon Safe Support, under Alpha Guardian, now servicing these safes, diagnosed a bad motherboard. They sent a backlit keypad, which failed. I contacted them, spoke to Sam, and sent photos. They sent another motherboard on April 14, which also failed. Sam promised more parts. After delays and no responses, I reached out via their social media page. Parts were backordered. I spoke to Irene, then Israel, who couldn't help. On June 22, I received a solenoid with a severed cord. Armando was unhelpful and dismissive. No manager contacted me. Another keypad arrived on July 13, and failed. Michael promised another solenoid. I've spent over 10 hours on this with no resolution. I want a locksmith to fix it at Cannon's expense.