Complaints

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Beretta 3032 in January of 2022, paid 489.99 USD I did not then know about the infamous frame cracking issue. If I had, I would not have purchased the firearm. The firearm has a faulty design and is defective from the factory with a high rate of failure; in that there is a spot on the frame that is known to often crack. At some point Beretta apparently tried to "fix" the problem by making the slide heavier. Internet searches reveal this "fix" does not appear to have ameliorated the issue in any fashion. Beretta continues to sell this firearm knowing it has a garbage life expectancy. This is an issue that is many many years old now. My 3032's frame cracked in the infamous spot, back in early August, with less than 2500 rounds through the gun. This, despite obeying the admonition on the card insert in the box to not use certain ammunition in the gun or it would wear out more quickly. I'll take half my money back and be happy. I did, after all, own and use the gun for a year before it shit the bed. But as I say, I would have never purchased in the first place had I known in the beginning what I know now. I am filing this complaint because Beretta has gone silent after my initial complaint to them on August 18. Despite repeated attempts to get a reply from them (8/18, 8/31, 9/15) there has been no communication. They haven't even denied me any service. They have simply denied me communication. I honestly believe there are grounds for a class action lawsuit. All I want is half my money back; I think that's fair.

  Customer response

  10/04/2023

  **************************************************************************************

  As I understand it, it should cover 1 year plus an additional year since the electronic activation.

  "MANUFACTURER'S WARRANTY

  Conditions and Limitations
   
  Fabbrica d'Armi Pietro Beretta S.p.A. guarantees that the purchased product is free of manufacturing defects.
  The warranty can be activated only and exclusively after registering online at link ******************************** and covers an additional year compared to the legal warranty.
  
  This warranty is valid only for gun’s defects that emerge within the period of validity of the warranty, the warranty is valid also in favor of owners subsequent to the first, provided that they have duly registered it. For owners subsequent to the first, the date that will be valid for the expiry of the warranty will be that shown on the proof of purchase of the first purchaser, in the event that the latter has duly registered the weapon. If this condition does not occur, the valid date will be the one reported on the proof of purchase uploaded during the last registration phase.
  
  The Manufacturer and / or his local Distributor undertake to correct any defects in the weapon by repairing or replacing the product. The appropriate solution will be determined taking into account the value of the product without defect, the extent of the defect and the discomfort that each remedy could cause to the purchaser.
  
  This warranty does not apply to:
  
  a. Normal wear resulting from the use of the product, including metal, wood, polymer, rubber, carbon parts and surface finishes in general;
  b. Defects caused by unsuitable storage of the product;
  c. Defects or damage caused by improper use or poor maintenance;
  d. Damage caused by failure to follow the instructions contained in the user manual;
  e. Damages caused by repairs and / or alteration of the products by parties not authorized by the manufacturer;
  f. The product has been repaired with non-original spare parts;
  g. The serial number of the product has been removed, deleted, altered or made illegible.
  
  It is also remembered that it is the Buyer's responsibility to verify before concluding the purchase that the product corresponds to the desired and is free from any defects or damage.
  The Manufacturer does not guarantee any defects or damage that should be evident at the time of purchase.
  
  The manufacturer and / or its official distributors do not assume any responsibility for the malfunctioning of the product and for physical injury or damage to property caused by criminal or negligent use of the product, improper or careless handling, unauthorized modifications, use of defective, improper ammunition, loaded by hand, recharged or reconstructed, by abuse or carelessness in the use of the product or by other factors not subject to direct and immediate control of the Manufacturer.
  
  Note: The legislation of the country where the product was purchased may include special conditions that differ from the above. This warranty will not be able to exclude or limit such provisions of law."

  Business response

  10/11/2023

  Hello **. *******,

  We have reviewed this case and find that your initial request was replied to on August 18. Our team asked that you return the pistol for inspection, and we provided a link with instructions for shipping. If you did not receive this link, please let us know and we will resend the information. The pistol will be reviewed by our gunsmiths and action will be taken in accordance with our warranty policy.

  Best wishes,

  Beretta Service Team

  Customer response

  10/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  

  I am rejecting this response because:
  I submitted information through the Beretta website/link provided in the initial e-mail of August 18. All I recieved was silence. I sent correspondence regarding the issue on both 8/31 and 9/15. I recieved silence. I have no reason to believe I will recieve anything more than silence again. I have provided clear pictures of the issue with the firearm. It is a known (to the point of infamy) issue. There isn't a need for it to be inspected by their gunsmiths. The only thing there is a need for is me getting my money back (I'll take half, I did have the firearm for a while and I did have some fun shooting it) for a firearm that is defective in design and thus defective from the factory. Beretta can send me a return receipt and pay for the shipping, it's their responsibility. I'll be happy to return the firearm, but only under the condition that when their gunsmiths look at it and discover that "Oh yeah, this is the frame crack that keeps happening to these guns all the time, the same crack the company said it fixed by beefing up the slide, but really that's done nothing to mitigate the ****** design and the crack keeps happening anyway, and we know that but we keep selling the gun because screw the consumer." I'll get at least half my money back. And I want that in writing. I don't want the gun replaced, because it's a **** gun that shouldn't be on the market and I can't do anything with a **** gun and I'll be damned if I'll pass it on to somebody else by selling it; that would be immoral.
  
  tl;dr : I don't trust Beretta. I want my money back and I want a written guarentee that I'll get my money back when their smiths see the gun and confirm it's THE issue these guns ALWAYS have. Otherwise, no dice.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In mid-January 2023, I purchased a (NEW) Beretta Pistol Model M9-22 at a local sporting goods store here in Pennsylvania. At the time Beretta offered a $75.00 rebate. I completed and sent in the rebate request that was to be paid in 8-10 weeks' After waiting more than the allotted time, I contacted the Rebate Center and Beretta USA asking about my rebate. The Rebate center (******) told me that the check was sent out in March but was returned for the incorrect address. I gave them the proper address. They told me that I would be waiting another 8-10 weeks. I waited but no check. I have contacted Beretta Cares (Customer Service) but they have been no help. They continue to either not answer my many phone calls or they forward my info to the rebate company. The rebate company now tells me that it will be the end of October until I get my rebate from the January purchase. Beretta obviously doesn't care. They will not permit me to talk to a supervisor. The handgun I purchased was over $300. I would appreciate a follow-up by you with Beretta on this issue.

  Business response

  09/19/2023

  Hello **. *******,

  We have contacted ******, and their reply is that the replacement check was mailed on 9/11/2023. We hope you have received it and find everything in order.

  Thanks for being a beretta Customer!

  The Beretta Customer Service Team

  Customer response

  09/27/2023

  Thank you for contacting Beretta U.S.A. After you contacted Beretta, they informed you that my rebate check for $75.00 had been sent on September 11th for a rebate that I had filed in late January 2023. After two weeks of waiting for the check, I called the rebate company "******/*************" in Phoenix AZ. They informed me that a check was not sent out and they would need more processing time. I called Beretta Customer Service and they indicated that I would get my rebate around HALLOWEEN since I had filed my rebate on August 2, 2023. Customer Service at Beretta and ************* continue to make promises filled with excuses. The original offer was to wait 8-10 weeks for the rebate check. According to ************* they sent a check out to the incorrect address in late March 2023. Again, I have been calling Beretta and ***** ******* with no satisfaction. Beretta just forwards my e-mails to Rapid-Rebates. Yesterday, 9/26/23, I sent a second letter to the CEO of Beretta in Maryland. The first letter that I sent two weeks ago never generated a response. In both letters I attached printed copies of e-mails.
  
  Anything you can do for me would be appreciated. All I wanted was my rebate in a timely manner. I understand mistakes but I believe there's issues here that may not reflect good business practices

  ******************************

  Customer response

  10/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of Transaction: 2023/2/26 Order number #******** Total order amount: $313.70 Amount in dispute/question: $255.22 Business committed to providing: Store credit only, Can only provide store credit by leveraging a store policy that is not published on the website. Store whether or not try to resolve the problem: No response after follow-ups.Desired resolution: issue refund to original payment method instead of store credit. Dispute: The dispute is around whether the returned items should be refunded or issue store credit. In the official FAQs of the online store, it shows the purchased items can be returned and refunded within 1 year. But when the return was processed, I was told only store credit could be given. When I raise the store return policy as shown on the website, theres no further response from the online store customer service.

  Business response

  09/19/2023

  Hello ************,

  Sorry for the delay but it took some time to review the situation. We will issue a credit to your card for $255.22. The in-store credit code you received has been deactivated so please don't use the code for any future purchase. You should see the credit back to your card during this month's statement cycle.

  Please reach out if you need any further assistance.

  Thank you for being a Beretta Customer!

  The Beretta Support Team

  Customer response

  10/06/2023

  Hi BBB,

  I reached out to Beretta customer care today. And the representative's response is different from what we received in the portal. Appearatenly, no refund has been issued. How can we follow up on this kind of situation where the merchant is treating BBB and customer differently?

  Thanks

  *******

  Business response

  10/16/2023

  Sorry for the delay in processing your credit but it was issued on 10/13/2023 for $255.22 and should post to your account within a few days.

  Best regards,

  Beretta Customer Service Team

  Customer response

  10/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* **** 
  

  Customer response

  11/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Complaint about the customer service at Beretta I previously filed a complaint at BBB (Complaint ID: ********) regarding my order with the Beretta Online Store. For the aforementioned complaint, one of the representatives promised to refund the money and told me not to use the code anymore. A few days later, when I tried to check my credit card statement and found no refund, I reached out to Beretta again, and the representative gave me a completely different answer. I wish the merchant honored their dispute resolution and provided a refund as soon as possible.
  
  Regards,
  
  ******* ****  
  

  Customer response

  11/06/2023

  ---------- Forwarded message ---------
  From: **** <************@*****.com>
  Date: Sun, Nov 5, 2023 at 9:48 AM
  Subject: Fwd: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: <info@mybbb.org>
  

  
  Hi BBB

  
  

  Please close this compliant as the merchant provided a satisfying resolution.

  
  

  Thanks

• Initial Complaint

  08/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchase a firearm on 9/21/2022 Contacted Beretta USA explaining a problem with the product on 12/27/2022. Advised to send the product for an inspection. Send on 12/27/2022.Called several times for an update:2/28/23 - told the firearm was scheduled for a replacement 3/5/2023 - waiting for replacement; on back order 4/10/23 - waiting for replacement; on back order 5/3/23 - asked for refund of the purchase price or temporary return of the firearm while waiting for a replacement; told Beretta can't do; asked for the issue to be elevated for a supervisor call back 6/7/23 - no call back; still waiting for replacement. Filed a complaint with MD Attorney General - no action from their side.8/22-23 - waiting for replacement; on back order. Decided to file a complaint with BBB.

  Business response

  09/13/2023

  Hello **. *******,

  Our apologies for the issue with your firearm and any delayed contact with our staff. The replacement has been on back order, but we just received a new shipment and will be forwarding the replacement in a week. Please update us with any other questions you have or respond when the new firearm is received.

  Thank you for your patience in this matter.

  Beretta Customer Service

  Customer response

  09/22/2023

  Will wait for the replacement. If it comes as promised, I'll close the complaint.

  Customer response

  10/07/2023

  The replacement firearm came in after about 10 days. It did not include the extra magazine I sent with the original firearm. I contacted Customer Service ****** ****** on 10/5. he told me he will research the situation and call me back "within minutes". As of 10/7 no call was received. It appears that Beretta's Customer Service does not return calls as a matter of policy.

  Business response

  10/10/2023

  Hello *** *******,

  A message was left with a family member at the number provided indicating we would send a replacement magazine.

  We have sent the replacement and hope that you find everything satisfactory.

  Thanks for being a Beretta customer,

  Beretta Service Team

  Customer response

  10/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent a defective 92fs barrel assembly from a brand new pistol back to beretta usa for replacement and they received it Aug 9th at 947 am according to the tracking information and have not contacted me to let me know the status. I have emailed them with no reply back and have also called and attempted to do a live chat with customer service, all unsuccessful. I am simply asking for replacement of defective part and would like to be contacted and updated as to when I will receive new part. Their customer service seems impossible to contact via phone calls, emails and live chats. Thank you.

  Business response

  09/08/2023

  Hello ******************,

  We do apologize for the turnaround time on your service order. In checking this case I find the barrel was shipped back Aug 28, 2023 and according to the shippers tracking was delivered to you on Sept 1, 2023. We hope you find everything to your satisfaction.

  Best regards,

  Beretta Service Team

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Beretta SP1 12GA shotgun (Serial # ******* for $2700) from ******'s in Hudson store, MA location on 1/28/2022 and found manufacturing defect on the forearm of the gun. Immediately, I took it back to ******"s next day and thy told me that they need to send the gun back to Beretta to get it fixed or replace with new part. I left the gun with ******'s on 1/29/2022 and have not seen it since. I had multiple contacts with ******'s, who is saying they are the middleman and have nothing to do with repair. Firstly, Bereta is claiming that they scan the gun in their system on March 8th (like 3 months after I send it) and now it is in the cue for repair with no estimate on completion. Finally, status changed to "Awaiting for parts" and after trying to get response from Beretta multiple times, they claim that part is on order and it is coming from Italy and they have no ETA. It has been 7 months that my gun was sent for repair and still have not received it back . I also offered to give me an upgrade SP3 version of the same gun and I am willing to cover the difference in cost, but unfortunately non of my efforts returned positive. If Beretta cannot provide a repair within reasonable timeframe, I demand them to refund me for the purchase. Please help me to get a resolution of this matter. Thank you!

  Business response

  07/05/2023

  We apologize for the long wait on repairing your firearm and the trouble in communication. Your firearm was repaired and shipped back to the store on June 22, 2023. Gunsmith notes repair to the forend. Regarding the stock standing higher than the frame, this is a normal condition with all over under shotguns. The stock is intentionally left high at the factory to allow for refinishing in the future.

  Best regards,

  Beretta Service Team

  Customer response

  07/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent my A400 to Beretta, Accokeek, MD in January 2023; it has now been over 4 months (going on 5 months) since the company has had my shotgun. Their repair timeline was quoted as 30 days, and now it is far in excess of 30 days (it took Beretta over 5 weeks just to acknowledge receipt of my gun after *** delivered it to them). I find this completely unacceptable. The last time I contacted Beretta, their rep indicated that Beretta could not repair the gun and would replace it, but said that it is 'out of stock.' I have made and documented a good faith effort to give Beretta an opportunity to either fix or replace the shotgun, or refund my money. Given the 4+ months that have transpired since I sent my shotgun, it does not appear that Beretta considers this service a priority - fully inconsistent with their stated policy regarding Beretta customers. I have not had use of this $2000+ item since I purchased it in January, and I have lost numerous opportunities to enjoy the shotgun with family and friends. I consider this to be an egregious breach of warranty, resulting in loss of use as I cannot recover my property. I'd like Beretta to promptly ship my repaired or replaced shotgun. It is unacceptable for Beretta to simply indicate that they do not have a timeline (as the Beretta rep recently stated to me).

  Business response

  07/05/2023

  We apologize for the long wait in repair and the issues you encountered with our product. Due to high demand and limited production schedules it may be in both our best interest to offer you a refund.

  If you agree please respond with a copy of your original receipt attached to this form and your full return address.

  Best regards,

  Beretta Customer Service Team

  Customer response

  07/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: a refund of my original purchase price will not enable me to re-purchase the shotgun at a retailer, due to the fact that the price for these shotguns has increased by 25% since the time of my original purchase in Jan 2023.

  I originally purchased this gun to train regularly in skeet and sporting clays. It is my intent to re-acquire this shotgun for the same purposes. I sent my gun to Beretta for repair of a manufacturing defect. Beretta determined that the shotgun should be replaced under the terms of my warranty. I want the shotgun replaced. If I were to accept a refund, I would essentially pay a 25% penalty upon re-purchasing the gun. I do not feel I should suffer a penalty for the lack of customer service from Beretta. Furthermore, these shotguns are showing up regularly at various distributors and retailers. Just this past weekend, I saw two on the shelf at ********* Outfitters in ***********. Additionally, I have contacted several retailers who confirm that the shotguns are being shipped with no supply chain issues or disruptions. I would be perfectly happy to have Beretta arrange for a distributor or a retailer to ship a replacement to me (via a local FFL if required). As previously stated, Beretta originally told me turn-around time for my warranty service would be 30 days. On Beretta's webpage, warranty service turnaround is quoted as "8-12 weeks." At this point, Beretta has had possession of my property for almost six months - which is six times longer than the originally quoted time... and twice as long as the maximum time listed on the Beretta webpage. Because Beretta has violated their warranty terms over the past 6 months, I have experienced loss of use of my property. Shooting skeet and clays each weekend since January 2023 has cost me $30 in shotgun rental fees for Sat/Sun each weekend. My total costs incurred are now in excess of $600. Given these expenses - incurred as a result of Beretta's breach of warranty - I expect Beretta to figure out an expeditious way to replace my gun.
  
  Regards,
  
  *****************************

  Business response

  07/17/2023

  Hello,

  We received a new shipment and are happy to report your replacement will be shipped out today. Thank you for your patience during this process.

  Beretta Customer Service Team.

  Customer response

  07/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of 1st repair request: 10-7-2022 Firearm did not cycle and was sent in for repair. A break-in period of 1 month and 500 rounds had been cycled through the pistol at this point with not change in function. Date of 2nd repair request: 10-31-2022 The pistol was returned damaged. Tritium sights no longer glow in dark, magazines base pads had markings of prying, grip of pistol had gouges on it. Engagement date: 1-31-2023 I reached out to Beretta USA, and was told that a replacement pistol would be provided. No date was established nor was an ETA provided. Engagement date: 4-5-2023 I sent an email to the representive that was in charge of my case, and never recieved a response. Engagement date: 5-30-2023 I reached out via their customer support, but still have not been provided with a date for the replacement firearm. I am seeking to get a replacement **** *********. I bought this pistol back in September of 2022, and it has spent 8 months back at the factory without any date for replacement. This pistol has a MSRP of $1200 on Beretta USA's website. The regular warranty period is 2 years, and this pistol has spent almost half of it's warranty backa t the manufacture with no date of replacement or repair. This behavior and service is unacceptable to a consumer.

  Business response

  07/05/2023

  We apologize for the long wait in repair and the issues you encountered with our product. Due to high demand and limited production schedules it may be in both our best interest to offer you a refund.
  
  If you agree please respond with a copy of your original receipt attached to this form and your full return address.
  
  Best wishes,
  
  Beretta Customer Service Team

  Customer response

  07/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I want a replacement. Beretta Gallery ****** is local to me, and I want a replacement from that store.
  
  Regards,
  
  ***********************
  

  Customer response

  07/29/2023

  Please set this complaint to resolved. I was able to get a replacement of equal value. 

• Initial Complaint

  05/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a Beretta A400 Xtreme last year. Out of the box, the firearm would negligently load an additional round when the firearm was barely bumped. Sent the firearm back under warranty. Waited 3 months while getting the runaround from customer service when I would get the gun back. Took the gun hunting and it failed to cycle rounds. The bolt release would hang up rounds coming out of the magazine tube. Sent back a second time. 3 more months later and I get a terribly packaged return. The bolt handle poked through the box and wore off the finish. I cannot believe the price they ask for this "quality" and they provide the worst service I've ever had from any firearm company. I will not be buying another Beretta product.

  Business response

  06/26/2023

  Hello **. ********,

  We apologize for the delayed response and the issues you experienced with our repair department. While unforeseen issues can occur with any new product our service should have been done right the first time. Having to send the firearm in twice should have triggered an expedited turn around. We have recently corrected our service procedures to make sure everyone is treated fairly. Regarding the damage in shipping, we can send a replacement cocking handle if you wish as well as a new box if needed or we can have the firearm returned for parts replacement. Let us know how we can best serve you and the steps needed to keep you as a customer.

  Thanks,

  Beretta Support Team

   

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a firearm manufactured by Beretta. Firearm malfunctioned on first use. Product has been registered with Beretta for warranty. I filed a request for warranty service via their online site and have received no response. I have emailed them with no response. I have called them multiple times and been on hold for in excess of 30 minutes with no pick up. I have used their call me back feature multiple times with no call back. I have tried to use their online chat feature multiple times and an agent never connects. I need them to process my service request

  Business response

  06/21/2023

  Spoke with customer by phone and the issue has been resolved. We apologize for the lack in communication and will use this incident to improve our services. 

  Customer response

  06/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩