The online store Black Armoury is recognized for its exceptional product quality, with many customers highlighting the well-crafted and visually appealing items they received. The clothing, including jackets and pants, not only meets expectations but also garners admiration from peers. Delivery experiences vary, but several customers note that despite longer wait times, the high quality of the products makes it worthwhile.
Dear friends! Unfortunately, I made a big mistake. I didn't read other customer reviews before placing my order. I was deceived by the beautiful and user-friendly site, as well as the interesting and large selection of products. The concept of good and quality service for this store is completely absent! The seller does not get in touch with his client! This was the case when ordering my product (the status did not change for several weeks after payment) and I was not given any comments and answers to my requests. And the exact same situation when I encountered a low-quality product. The seller is just in eternal silence mode.... My advice - think very carefully before contacting this store!!! And if you decide to buy something from them, be prepared that you will be completely ignored!
Response from Black Armoury
Dear Vladimirs, First let me apologise profusely for your experience. You are absolutely correct that customer service has been dismal recently. I will not make excuses, simply I am very sorry for this. While we HAVE been completely submerged, and have suffered from technical communication glitches (as you can see, at least the review process is functioning correctly), I am addressing this : 1) We have contracted our agency to fully rework the communication tools to ensure all incoming and outgoing messages, from all sources, are seen and sent. 2) I have a new person joining us in October who will be dedicated full time to customer service. Very soon, this situation will NOT happen again. Concerning your gloves, indeed it seems that you have received a defective pair. This model of glove has been used for several years, including in our local club, with very few issues. I can either replace the damaged pair, or if you prefer refund you. Please let me know. I’m sending you my direct email address so you are sure I receive your response correctly. Again, I am very sorry for your poor experience. Kind regards, Anthony
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 24/04/2022
So the products are good, phone support was good, resolutions to problems are decent... The biggest problem was bad communication: they had some value chain issues due to the was in Ukraine. Cool. But could we all get an e-mail ? I've waited for more than 2 months for a reply to an e-mail, tried hinting about the situation on Facebook, had to call twice to get to support. It wasn't easy to figure out what's up with my order. Support was good, we fixed everything fast and the products are what i expected. I just wish communication was better and i have a better overview of what's up with the stuff i ordered.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 15/08/2022
Good products at fair prices but crazy delivery times. 11 days delay to not receive items that were in stock on time (all reservations and payments made, we had to leave for abroad without having received our protective equipment and hoping to borrow some on site).
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 03/04/2022
I Ordered the Items 1 month before a tournament, so that i could use them at the tournament but the Ordered pieces didnt arrive in time, When i tried to contact black armoury about the status of my order it was very difficult to reach them ( I had paid in advance so info about the order was important to me). when the pieces finaly arrived they where in good condition. black armoury left a note in the parcel that they would give me a slight refund for my trouble, so i wrote them and gave them the relevant information 3 times, but again i havent heard back from them and have not gotten the promised refund even 2 months after the order finaly arrived. because of all those problems i cant leave a good review, but the products themselves are very good.
Response from Black Armoury
Hello David, and thank you for the feedback. You are absolutely right, we have not been up to our standards the last few months. The general complex situation was worsened for us by some internal technical issues (communication and stock synchronisation) that are thankful finally being resolved by our tech agency. I have just refunded you 40€ on the order via bank transfer. I am very sorry for the delay, and for the frustration. Kind regards, Anthony
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 26/02/2022
too long for shipping product that were "in stock" at the command
Response from Black Armoury
Hello Loic, and thank you for the feedback. You are absolutely right, and I am sorry. The generally complex situation was worsened for us by some internal technical issues (communication and stock synchronisation) that are tankful finally being resolved by our tech agency. I am sorry for the delay, and for the frustration. We're getting back to our "usual selves", promise! Kind regards, Anthony
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 29/03/2022
Lost my order in the system and didn't respond to emails for several months. Had to go through the manufacturer before I had a response from the company. Once contact was made, response was quick but experience was frustrating and not their usual standard
Response from Black Armoury
Hello Shaun, and thank you for the feedback. You are absolutely right, we have not been up to our standards the last few months. The general complex situation was worsened for us by some internal technical issues (communication and stock synchronisation) that are tankful finally being resolved by our tech agency. I am sorry for the delay, and for the frustration. We're getting back to our "usual selves", promise! Kind regards, Anthony
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 09/04/2022
Black Armoury offers very good products and the customer service is impeccable. The only big problem is the delays, every order I placed at BA arrived with a lot of delays, and they were only shipped after a phone follow-up. Personally, I will not order from BA again, but if the delays don't scare you, don't hesitate.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 02/01/2022
It took very long time for my order to be delivered, little more than four months instead of six weeks, and it was hard to get in touch with support. They didn’t respond to e-mail, messenger or on the website, I hade to write on facebook in order to get their attention.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 01/03/2022
Order received quickly, but one of the protections seems impossible to install and it's been 2 months since I've been waiting for a response from the seller.
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 26/11/2021
All the products are good, but the company did not reply to any message about the delay in delivery after months of purchase until complaints were made through social networks.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 14/04/2022
the product is good, it came quickly after posting but after a long time waiting and not answers after having contacted them, they sent it after I complained to paypal for a refund.
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 10/09/2021
Acceptable price, zero communication. No updates, response to mail 10 days or longer
Response from Black Armoury
Dear Matthias, I am again sorry for the slow communication at the end of last year around your order. As stated in my emails, it was, and continues to be, a complicated situation with many suppliers. For that I apologise again for my difficulties in communicating more regularly. However, I do not think it is quite fair for you to write about "zero communication" and "no updates". You ordered products that were listed as "out of stock" and updated as such on your order profile, on Sept. 10 You requested a first update on September 20. 0n September 28 I informed you of a delay on the Red Dragon products until mid-october, and offered you to ship the available products and wait for the rest, or cancel and refund the missing items. You informed me that you would wait for the full order. On October 15 you requested an update. On October 16 I informed you that we were still waiting for delivery from the UK and told you to not hesitate to request further updates. On November 12 you requested a new update. I responded on November 15 informing you that we were to receive the products within a week. On November 22 you received a system email informing you that the order was in processing. It was shipped on November 27 and you received the order on December 2nd. I completely understand your frustration with the delays. Your rating of my service is completely free for you to chose of course. But please, let's be clear and fair in the comments.
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 25/09/2021
customer service is totally absent
Response from Black Armoury
Dear Danele, I am very sorry you did not receive the reply through the system on Feb 16... I have just found my response "unsent messages". My sincere apology. I am sending it to you now, and I hope you can reconsider your rating once the issue is resolved. Again, very sorry for my error in this communication. Kind regards, Anthony
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 15/01/2022
Late on shipping
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 24/10/2021
Order took long, but worst was getting no answer when I contaced them twice.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 10/12/2021
They are always very friendly when they respond, which is practically never. Expect to not get a reply for months and to have to call them multiple times before they pick up.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 21/09/2021
I would like to give them more stars because they are nice, but there were several downfalls that just shouldn't have occurred. I had a large order for over 500 euro. When I submitted it online, the website said it was processing. That sounds great. What they didn't do was tell me that they did not have the mask overlay, and that they were going to hold the rest of my order until it came in. Weeks came and went, while they held all the rest of the gear, including the most expensive stuff that I needed most (fencing mask) without telling me anything. For that much money, the least they can do is keep you informed on the status of your order. I had to email them three or four times just to get a status update! Several of my requests for information went unanswered for days or even weeks. I could have simply canceled the one item, gotten it elsewhere, and had the most important gear two months sooner. But you better believe they wanted the bill paid in full and up front, of course. Once I finally got through to their customer service, they were nice and helpful, and shipped all the items that were in stock, and then the last item separately, without charging extra shipping. They even included hand-written notes in each box apologizing. That is very kind, but I would still rather have not wasted a month or two where I could not spar simply because they couldn't respond to my email. In the end, I got everything I paid for, and it is very good gear. Their prices are high, and since my order was international, shipping and taxes were also high. I bought from them for speed, because according to their website, it looked like everything was in stock. They need to keep their website updated, and inform their customers better. But they are fair and try to do the right thing.
Response from Black Armoury
Hello Jordon, and thank you for the review. You are perfectly correct and fair in your assessment : our customer service, especially proactive order information, is lacking. We are working to fix that. There are also some stock synchronisation issues on the website. We're currently working on rebuilding the website and e-commerce systems to give much better visibility of available stock at the time of order, as well as at check-out time. The updated website will also make it a lot easier to request partial delivery of in-stock items, and separate shipping, or cancelation and refund, of the outstanding items. Sorry again for the trouble. I do hope you'll give us another chance to "get it right" in the future. Have a lovely holiday season. Kind regards, Anthony
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 29/09/2021
Nothing to say about the quality of the products, however nearly 3 months delay on delivery with no response to my many emails, it's still very limited, not very serious as sellers
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 30/04/2021
Good product for sure, but manufacturing is long and communication about it was very late, I waited three mounths before getting any answer but when I finally got one, it was to say "sorry for the delay" and to ship it. Long manufacturing is understandable but communication could have been a beat better. Otherwise it was clear and easy to order,
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 16/03/2021
The shipment was late. Very late. I had no update on the situation, only that they have not yet recieved supply from their provider even though shop webside said this item was in stock. My emails were not responded to untill I wrote I will have to ask for refund and only after that time the item was sudenly available and was shipped to me.
Response from Black Armoury
Dear Tadas, thank you for your message and your review. Even the negative ones help us to improve. We have indeed had some stock synchronisation issues on the website that we are working to resolve. I am, again, very sorry your order took so long and do hope that you had received my apology for the poor communication. I can only assure you that the availability of your rash guard was one of timing and was not related to you asking for a refund. Kind regards, Anthony
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 14/04/2021
3 months delivery, gift meant as a surprise.... complete failure. One mail par month without any satysfactory answer. Had to result to phone to obtain delivery....
Response from Black Armoury
Hello David, I am very sorry that your order did indeed take some time. While the situation in April and May remained difficult for resupply, I do apologise for the poor communication. However, while your complaint is understandable, please be accurate. Your order did not take 3 months for delivery. You placed your order on April 14 and we shipped it on June 23 and it was delivered on June 24. We will do all we can to avoid this type of situation in the future and resupply is now returning to "normal". Kind regards, Anthony
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 29/03/2021
The package delayed five weeks to be sent and one week more to be delivered to me. Waiting for an update in the webpage about my order I tried to email them and raise a support ticket but silence is all I got for answer. For a month, and having paid some hundreds in advance. Also, they forgot to include part of my address, causing the messenger to skip my package to be delivered. At last but not least, please don't use SEUR.
Response from Black Armoury
Dear Roberto, Thank you for your review : even the negative ones are helpful for us to improve. I am very sorry you had this experience. Regarding the communication, I do apologise. Indeed, it seems that you were not included when we sent a messages to customers in April to inform them that SPES was delayed by a couple of weeks. The stock delivery package from them was lost and had to be replaced and resent to us, which took some time. I am very sorry for that bad communication. I will be sure to improve this. I assure you that we placed the out of stock jacket order to SPES on April 1, two days after you placed your order. Regarding the address : in looking at the delivery label created by Colissimo, I now see that your complete address was not included on the label. I have informed Colissimo about this error. Please understand that the labels are generated automatically by the postal system exactly as it exists your profile. It seems their system is not good for long adresses. Also, we unfortunately have no control over the transport partner Colissimo uses in different countries. If you wish to be sure that SEUR is not used, I recommend in the future to chose another shipper than Colissimo to Spain. In any case, now that I have heard of these delivery issues, I am refunding the transport charges to you immediately. I hope this helps. Kind regards, Anthony
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 19/12/2020
Most things are good. However I sent a few emails regarding the status of my order (it was in process for 2 months) and never got an answer
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 20/01/2021
Shipping was slightly delayed due to covid. But at least they warned him. The sword that I ordered was coved on the tip, I don't know if it was the fault of the shipping company or the fault of the store
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 27/11/2020
you don't mention that it will take a month to arrived and you don't even give any knews about the order
Response from Black Armoury
Dear Jean, Nous sommes désolés du manque de communication. En effet, les choses restent compliquées côte approvisionnement et votre commande a eu deux semaines de retard pour arriver de chez SPES. Nous aurions du vous en informer. Nous oeuvrons pour améliorer cette communication dans le futur. Toutes nos excuses. Cordialement, Anthony
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 19/09/2020
Note: Covid apparently affected our order. The delivery time was...bad. Months and months. The website stock level apparently unreliable. The customer service responses few and far between. At least we got the products and they were good. Also some compensation, which lifted the stars from 1 to 3.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 06/08/2020
Took a long time getting answers to my communication.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 05/07/2020
The service was good, but there is a problem with the products they are selling. Information is incorrect and thus I’m disatisfied with my orders ( arcem hema jacket) and arm protectors. Hema jacket has no shoulder protection. Thus I was hoping the arm protectors will provide it but they don’t cover the colar bone.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 10/07/2019
The quality of the product is perfekt, really outstanding. The problem was the service. Delivery time was extremly high (many months) and reaction time on my attempt for contact was too high. Again, swords 5 no even 6 stars if possible
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 27/12/2019
Three month delivery time.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 07/06/2019
Once elivered it was all good, but customer service was bad and even arrogant at times, coupled qith delivery times about 1 month longer than advertised
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 27/06/2019
Good selection, pretty slow
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 02/12/2019
They have a good shop and they make good products. In my opinion, the online shop could be generally vastly improved. And there could be a better description about measuring body sizes for custom tailored products, but maybe they already did that :)
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