Harvie C.
Policy Over Customer Experience Company
Byrna's customer service reps are all polite and professional. The company just needs focus in on results over processes. My Byrna CL arrived out of the box with rough edges, poor molding construction and loud rattling optic screws. These are facts that Byrna's CEO has publicly acknowledged with some of their Bryna CLs. So when dealing with external, cosmetic issues that are acknowledged, I would expect the company to send a replacement ASAP. Byrna receiving the blemished launcher first is irrelevant for these specific situations. Ideally, a replacement launcher should be sent as soon as they are made aware of the issue. I personally offered to take my CL to a local official Byrna retail store for proof. At worst, once you can prove with a tracking number that you have sent the launcher back, a new one should be in the mail the same day. They focus on hiding behind the "policy"rather than fast solutions. Does the company have that right? Of course they do. Consumers also have the right to choose a company with better service. Byrna needs to understand the basics of customer service is to serve the customer. Work with us, give us options. Less lethal defense is a rapidly growing space and it will be interesting to see how Byrna's approach to customer service will be received as competition increases.
Response from Byrna TechnologiesJul 31, 2025
Thanks for taking the time to share your feedback. At Byrna, we truly pride ourselves on delivering world-class customer support and standing behind the products we manufacture. While we're sorry to hear that your experience didn’t meet your expectations, we want to clarify the efforts we made to resolve your concerns. Although your launcher was purchased through an authorized dealer—not directly through Byrna—we recognized the cosmetic issues and took immediate steps to assist. While our policy typically requires resolution through the original point of sale, we went beyond standard procedure and sent you a prepaid shipping label to return the product directly to us for an expedited replacement. Regarding your request for an immediate swap at a Byrna retail location: unfortunately, our store didn’t have inventory on hand at the time to complete the exchange. We offered the fastest available solution, and our customer support team remained responsive and respectful throughout. We always strive for fast, effective resolutions—but we also have policies in place to protect the integrity of our process and ensure fairness across the board. We appreciate passionate feedback and believe honest dialogue helps us improve. At the same time, we rely on mutual respect and cooperation to reach the best outcomes. We value your input and are always working to improve. Byrna is committed to balancing fast, effective solutions with policies that ensure fairness and consistency for all our customers.