Matrix ArmsReviews of matrixarms.com

Absolutely love the product. The communication and follow through on order shipping has been insanely horrible. No phone calls answered. local FFL has had the same complaints as a wholesale customer. Left a voicemail outside my character the other day due to well over $500 of product that was never shipped. No call back no answer just parts in the mail two days later. I really want to purchase on of their handguns but after that last experience..

Before I get into the review here's a pro-tip for anyone else needing to contact Matrix: don't even bother calling the phone number or using the email they list on the site. If you need to get through use the contact form. That was the one thing that worked for me at least Now that that's out of the way, I really wish I could give a higher rating. I ordered a 10 pack of lowers, and the price was great, even with shipping & FFL fees. Lowers themselves were solid quality. However I have to echo what others are saying here, customer service was a big problem. When you first place your order, there's no feedback. Usually you get an email confirming your order, with your order number. The only reason I even knew my order went through was because 1: I left the tab with the order confirmation open, and 2: My credit card still got charged. Other than that I was blind for several weeks. After weeks with no updates, I reached out to Matrix via email and phone. Nobody ever picked up the phone, I was never called back despite leaving messages, and my emails weren't being responded to. This is especially troublesome when ordering serialized FFL items, since for all I knew, I was doing something wrong, and they hadn't received my FFL's info properly. Eventually I tried using the contact form on the site, which as previously mentioned finally got me through to someone. They told me my lowers if not already shipped would ship promptly. I understand that delays happen, and for me at least, it wasn't the end of the world if I had to wait to get these lowers. The bigger problem was the lack of updates in general, a simple email confirming my order, or an email saying "Hey sorry, we're kinda swamped right now, we'll try and get this sent out in a month" would have instilled alot more confidence in me. Without that I was afraid something nefarious was going on. Finally after almost a full month I started getting updates. I got a tracking number and the lowers were sent in the mail, so all's well that ends well, right? Except, despite me providing the correct mailing address for my FFL (and my FFL emailing his documentation) it was mailed to a totally different state to a FFL that happened to share the same name. Luckily for me, by this point I knew the secret to getting through (Again, always use the contact form!) and quickly got a response from them promising to fix it. Apparently they weren't able to work things out with the wrong FFL in the other state, so they sent me another 10 pack of receivers, and finally after around a month and a half after placing my order they arrived. I'll give credit where it's due, the price couldn't be beat, and in the one lower I already built out, it worked well. And after all the time of waiting, it was nice of them to just send off 10 more lowers instead of trying to coordinate with the wrong FFL to ship those 10 to me. If you order from them, be prepared to wait, and make sure you only ever use the contact form. Hopefully they improve their customer service going forward.

From the moment I ordered the parts online until they arrived at my doorstep I had zero communication from the company. I tried calling the various numbers I could find linked to their name multiple times. Every call went to voicemail and no call was returned. I emailed the contact on the website and got no response there either. I was honestly surprised when the parts actually arrived because I had no idea they were on the way. Parts seem nice and that's the only reason I'm giving 2 stars. Communication is non existent with them so good luck if you need help.

After 3 weeks of no contact about my order, I tried contacting matrix for an update, I tried calling several times, I left voice mails on every person's inbox, I tried emailing with no response, I finally found matrix on Facebook and messaged there and got a response. Product is great but communication could be miles better.