It is always unfortunate when a decent product receives a poor rating due to a company's lack of customer service.
Let me first start off by saying Liberty Safe Rifle Bags are good quality products. However, their online descriptions and packaging materials are inaccurate which leads to confusion and uncertainty with what is actually purchased and delivered.
For the 36" rifle bag, the online description indicates it comes with "Padded Shoulder Straps". One would presume like a "back pack", right?
Upon receiving the bag, the packaging materials confirms that the bag should have shoulder straps and contains a picture showing this and is entitled "Hideable Backpack Straps" as one of the selling features. Unfortunately, what I received is a bag with one shoulder strap that can only be worn like a sling or messenger bag with the strap "slung" across the front of ones body...this is a faulty unstable design unless the second strap is so "hidden" that I can't find it. Regardless, there are only two contact points for the sling to be fastened to...no backpack straps as seen in the picture which would require 4 contact points.
As regional head of marketing for one of the largest German Luxury Automobile companies, these discrepancies and inaccurate descriptions and materials would be a severe liability. Now, if I received a defective item that's another story but 40+ minutes on hold with customer service before finally hanging up and an email sent in on 8/24, a response from the company on 8/27, and nothing since then (the date of this review is 9/10) is poor customer service.
I first starting researching Liberty Safes when I became a first-time responsible firearms owner earlier in the year and was excited about the idea of building a safe and placing an order...like building a car! However, when I saw the lockable rifle bag I said to myself "let me start there". With customer service like this I would have been enraged dropping a few thousand dollars on a safe only to get this type of poor unresponsive service. Thankfully, at this time I only purchased a bag and not the safe.
During this pandemic I am very understanding of delayed response times, however, reviewing some 3rd party sites like BBB and Yelp from years prior confirms that this lack of service is unfortunately common. I am very disappointed in my experience because amongst my neighbors and for those who already have safes, the local Liberty authorized retailer is highly recommended. However, when a company shows it can't handle a small issue it gives the consumer hesitation to buy an even more expensive product from the same company.
Unfortunate. Disappointed. I guess I'll just count my losses and keep the bag using the carry handle and throw the single strap In the trash.
