Andrew O.
Worst customer service ever, period.
Purchased a Cannon 24 gun safe on Black Friday 2021. 15 months later the handle just slips and will not open the safe. Started our ordeal with Cannon customer service on 1/13/23. Sent them their requested info and videos that day and was told it would take 2 to 3 weeks to send a locksmith to come drill the safe. All of this is in an email chain. On 1/27 they requested the same videos we already sent. Explained this and they said ok. 3 weeks go by and no call with locksmith info sonwe email again. No reply. Called the company and was told that the 3 week period starts over as of the 1/27 email because they needed that information, which they already had. Asked to speak with a supervisor and was told Dan was unavailable but that he would call me back that day. No call that day or the next. We called back the following day and asked to speak with Dan. Dan clearly has the front line customer service reps shielding him from calls as they refuse to send us to a supervisor. After endless hold times she informs me they will send us the parts to fix the safe but we have to find and pay for a locksmith to drill it. We explain that Cannon has already agreed in writing to send us a locksmith to open the safe. She says they will only send parts but she will email me about the locksmith later that day. No email ever comes. We call back a couple of days later and now they won't answer the phone. We wait on hold about 20 minutes every time we call and then the hold message times out and the recorded message tells us no one is available to take our call. Horrible company, horrible service.