Complaints

• Initial Complaint

  12/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Charles Daly 635 12guage shotgun from them online. I received the shotgun and my gun guy put the gun together and I took it home. When I got home I went to shoot it and it would not chamber the 2 rounds I put in the tube. I contacted customer service and the next day I sent it back for service. I got the shotgun back a little over a week later and they did a few modifications to it. I don't have the sheet that says exactly what they did, but I'm sure they have all that information. When I got it back, I got home and went to shoot it and to my surprise, the same issue occurred, it would not chamber a shell. I sent it back for the 2nd time and explained to the customer service lady(she is extremely nice and helped me out a lot and kept me updated), that it had the same issues and I wanted a new gun and not a gun that had be modified twice. I received the new gun today and got home, all excited. I loaded 2 rounds and chambered the 1st round and put a 3rd round in. I pulled the trigger and the first shell shot and ejected but the 2nd round jammed up and didn't load. I did this multiple times with the same outcome. One time, it shot the first 2 and didn't chamber the 3rd. Another time, it dry fired the first round. I have videos of this issue with the new gun and pictures of the brand new box of ammo($20) that I used up, making sure I wasn't doing anything wrong. The videos will not upload to here, due to being too big. I have emailed them the videos. The reason I am involving the BBB is because the customer service representative told me that they do not issue refunds, they try to fix the gun and if not, they replace it, but yet they have done both, with issues happening to both shotguns and would like a full refund of my money.

  Business response

  12/18/2024

  We are very sorry you are having trouble with your Charles Daly shotgun. We will be happy to work with you through the warranty process offered with all of our Charles Daly shotguns. Our warranty is clearly spelled out that we will repair or replace a shotgun in the event we are unable to repair the problems. Occasionally, we do find that a particular model simply does not fit a specific individual's needs, ammo or environment. We can often offer a substitute model in these situations, please feel free to contact us at ************ to discuss these options.

  Unfortunately, because you did not purchase the shotgun directly through the manufacturer as we do not sell directly to the public. We are unable to refund funds not transferred through us. For a full refund, you would need to work through the dealer you purchased the shotgun from. 

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 3, 2024 I purchased a FA from this business. It came with an issue out of the box. On the 5th of July I went ahead and contacted the company for a servive request. I was provided with an RMA # SI-******** and a shipping lable. The fire arm was sent in for service. They went ahead and correcteted the issue on the stock, however sent me back a non functional or serviceble firearm. I contacted the company via email to let them know of the issue immidiatly. This was their response to my issue on something i have zero control. BLUF I SENT IN A GUN WITH A PROBLEM WITH THE STOCK AND THEY RETURNED BACK A NON FUNCTIONAL FIREARM. See below for companys response. Hello Mr. Torres, The warranty manager has requested that you take the firearm to a local gunsmith, as the firearm was functioning properly while it was at our service center this may be a small issue that a local gunsmith may be able to quickly correct or guide you through operationally. Thank you, Customer Service Chiappa Firearms USA **** ******* *** * ******* ** ***** P: ************ F: ************ Office Hours: Monday thru Thursday 9 am to 11:30 am & 12 pm to 4 pm Eastern time. This is extreme lack of customer service and not standing behind their waranty!!!

  Business response

  08/05/2024

  Thank you for your feedback. We spoke with the customer about the misunderstanding and have expressed that we are more than happy to bring the firearm to our facility to rectify the situation. This arrangement has been accepted.  

  Customer response

  08/05/2024

  
  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.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company refuses to sell me the parts I need. I have been trying for TWO YEARS to purchase parts I need. I have a long string of e-mails, phone numbers, names and dates of all communications. TWO YEARS!!!!! I bought one of their guns three years ago. During it's first week of use a screw came loose and the extractor mechanism fell apart scattering tiny pieces all over the ground. some pieces were lost and need to be replaced. I have been trying for TWO YEARS to purchase the parts I need. I have dealt via both phone AND e-mail NUMEROUS times with both the Canadian and US representatives of this company. EVERY single encounter goes like this. "Oh, dear. We're sorry you're having trouble. We're a little backlogged now but I'll do everything I can to get those parts shipped out ASAP. (or something similar)" And then.........NOTHING. Months go by with no follow up. When I call again they treat it like they've never heard of the problem, tell me they'll get my parts shipped out ASAP and then NOTHING!. They just erase the request, ignore the complaint and leave me hanging for months until I call again. I've had enough. I have NEVER ever been treated with such open and intentional disrespect by a company in my life. This is really inexcusable. SO......here is what needs to happen. 1) Chiappa WILL issue a sincere apology to me for the way I have been mistreated for two years. 2) Chiappa will FINALLY sell me the parts I need. They should be given to me free because this happened under warranty, but I'll pay for them. I just NEED TO GET THEM!! OR 3) Chiappa will tell me where I can take the gun to have it repaired. 4) If they can't do either 2 or 3 then Chiappa will issue me a full refund for the purchase of the gun. 5) BBB is to place the lowest possible rating on Chiappa for their horrible way of treating customers in North America.

  Business response

  03/26/2024

  Chiappa Firearms has contacted this customer directly to help better his experience. Our goal is to meet and exceed his expectations. 

  Customer response

  04/05/2024

  I was hoping to have received the parts I was promised before closing this complaint. As it stands I have not yet received the parts but I feel confident that they are on the way. Chiappa management stepped up to rectify the problem and I am satisfied, pending receipt of the parts. I will update this complaint once I receive the parts or if I don't. Thanks.

  Customer response

  04/10/2024

  This morning I received the parts I have needed from Chiappa. I'm very happy to report that everything is now 100% satisfactory on my end. I sincerely appreciate and thank Chiappa management for their rapid and decisive assistance in solving this issue. They are a good group of people to deal with once I got in touch with the right people in the organization. They have done good work to help ensure this doesn't happen again. Top marks for Chiappa in their handling of this complaint. And thanks to the BBB for getting me in touch with the right people. Great job everyone! :)

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 22lr it failed to extract. Took forever to send it to chiappa and it took even longer to get it back. I talked to chiappa they basicly blamed why it's happening on me and told me to try different ammo. They said it was dry fire damage. I told the guy I just got it and I maybe dry fired on last shot 1 time before it started doing this... I really doubt dryfireing on last shot 1 time with a 600$ gun should damage it so bad its unusable. I have a 300$ rifle I treat the same that works like a charm and I don't have to count my rounds. Please if this is intended why didn't it say this gun is a delicate flower before buying? If it's not.. prove it send me another one.... if I'm not happy with the gun I can sell it is what I was told by the manager lol. What a joke.

  Business response

  07/24/2023

  Thank you for the feedback, Mr. *********. As we discussed on our previous phone conversation, your firearm very clearly showed a moderate amount of dryfire damage. Dryfire damage can and will affect how a rimfire rifle extracts and ejects. We completed the repairs to the dryfire damage and tested with multiple ammos without issue.

  As mentioned on our phone call, if we have missed anything with the repairs you are welcome to return the firearm to us for further repairs or replacement after assessment. We will be glad to process this one you contact us with the request. 

  Customer response

  07/24/2023

  
  Complaint: ********
  
  I am rejecting this response because: yes there was dryfire damage.but To the berrel correct? A normal 22 rifle takes a while for this to happened. I just baught this. Also there was no disclamer this rifle would break on 1 dryfire shot. I'll change this when and if my problem is resolved. 

  
  Sincerely,
  
  ******* *********

  Business response

  07/31/2023

  After multiple conversations with Mr. ********* and multiple admittances (by Mr. *********) to dryfiring the rimfire rifle in question, Chiappa has decided to replace Mr. *********'s rifle free of charge under customer satisfaction. While there were no manufacturer's defects with this rifle, we may only hope Mr. ********* understands the severity of dryfiring a rimfire rifle and appreciates our commitment to our customer exampled in our replacement of this rifle.

  Customer response

  07/31/2023

  
  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.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  05/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I'm just trying to get a hold of someone at Chiappa in regards to sending a firearm in for repair. The online form to submit a repair request is broken, when I call I'm on hold and told a customer service rep will be with me momentarily but that never happens. Normally I wouldn't be submitting a complaint but I see other poeple being responded to and this is the only other option I see left to be able to get a hold of anyone.

  Business response

  05/09/2023

  Sorry for your inconvenience. Our phones are open Monday thru Friday, 9am to 4pm EST. You may call us at ************ anytime during these hours. You may also email us at ***********************.We are up to date with emails and phone calls so you may contact us at your earliest convenience, we will also reach out to you on the phone number you listed around 10am your time, today. 

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a brand new 12 Gauge Semi and it broke on the very first firing. No problem, **** happens. Well today is April 19th and I sent the gun back on January 20th. They haven't even looked at the gun yet. No refund, no replacement and they haven't even opened the box yet. The gun broke on the very first round. I have been extremely patient and understanding. Just replace the darn gun. Do you have that many broken firearms that you can't even look at it in 3 months?

  Business response

  04/20/2023

  Thank you for the feedback. We strive to improve our processes daily and are very open about turnaround times during our busiest seasons. Your feedback is important to us, please be assured that we are taking every step possible to make this experience better for you. If you would like to discuss further please contact us at *************************** or call us at ************. Thank you. 

  Customer response

  04/20/2023

  
  Complaint: ********
  
  I am rejecting this response because: this is just an automated response from them for all their complaints.  There was nothing looked into or effort to make a resolution.  This is generic at best.  I want an actual person to respond and come up with a solution. 
  
  Sincerely,
  
  ******* **********

  Business response

  04/20/2023

  Sorry for the confusion. This is not an automated message, I am the manager that the store spoke with yesterday. The store supplied me with your phone number and I have left you a voicemail on your phone and am eager to hear back from you so that we may rectify this situation for you. 

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the la322 Delex lever action rifle from chiappa. on 4/10/23 i took it out to test fire it. the gun failed to eject. i tried again with a different type of ammunition another fail the bullets were getting stuck in the barrel. i was using correct ammunition and having issues so. i tried to go to their website the repair section it wouldn't let me do anything. i sent a few emails nothing back. i gave a call while i was at work to see if someone could reach out to me on my off hours. I was told today at 12 but no calls back. I'd like them to reach out to me and take this one back and send me a working gun or even repair it I dont know how because its clearly a barrel issue. I've bought way cheaper guns in the same category that I've fired thousands of rounds through.

  Business response

  04/17/2023

  We are very sorry for your inconvenience and we are more than happy to get this resolved for you. We will reach out to you today to create an RMA for you to resolve the problems with your Chiappa LA322. Please look for our call this morning, today is 4/17/23. Our customer service team is also available by phone at ************ and at *********************** Monday thru Thursday, 9am to 4pm EST. Feel free to contact us anytime during these hours for support.  

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a charles daly 301 12guage tactical will not cycle rounds as receiver wont go back far enough sent in to be fixed over a month ago heard nothing you call just hangs up on you at this point want my gun or refund customer service is horrible

  Business response

  01/19/2023

  I called and spoke to *** ***** at the phone number and address supplied. Mr. ***** explained that he did receive his firearm back and was not displeased. He was unaware of this BBB and stated that he did not place the complaint. Per details of the complaint we had this firearm for 5 weeks for repair. We state to all customers before they send their firearm in for repairs that we have a 6 to 12 week turnaround. Given that we were within our stated turnaround time and the fact that Mr. ***** stated he was unaware of a BBB complaint, we feel the complaint is resolved.

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/8/22 I purchased a ******* ****/Chiappa PAK-9 Kit firearm from ********* ****** in *******. The item has existed for a few years in a standard AK form but adapted for 9mm. The pics shown, the information given were for the long known and advertised model, however when I received was completely different. The normal (pre-existing) model that I believed I was buying, all had a metal trigger guard and a standard AK grip that can be replaced to accommodate the user. The model I received had a plastic one-piece preformed tiny grip and trigger guard. I initially wrote to ******* **** since that is the name and pic on the box, and was deferred to Chiappa. I contacted Chiappa via their site and had numerous exchanges with one telling me "Italy has never made one like that" to the photo I had sent. Of course, I had this oddball in my posession and Chiappa confirmed the Serial #, but knew nothing about it. All that I had wanted was to replace the tiny grip with an aftermarket that would accommodate my normal hands. On the last message from Chiappa, I was now told that there had been a design change and I would have to buy a rubber sleeve according to their Warranty Manager. I did as instructed and found the gun grip is so small that no sleeve will even stay on at all. They just fall off. As I told Chiappa, the existing grip seems made for a small girls hand. The gun is useless to me, cannot be modified to work and has never been used at all because it can't. I only want what I bought and that is the gun shown in the ads, in the schematics sent to me by the dissenting representative advisors and on the packaging and inserts. I want the metal trigger guard and replaceable grip model I bought.

  Customer response

  11/18/2022

  I filed a complaint a few days ago and just today 11/18 heard from the company. I wish to modify and explain / withdraw my complaint asap as the vendor Chiappa says it will be rectified by Monday 11/21-22. However, I do not know how to get back to my complaint #**************

  Customer response

  11/22/2022

  Better Business Bureau

  15 W 4th St STE 300 

  Dayton, OH. 45402

  
  

  Regarding Claim Complaint  #********  @ Chiappa Firearms USA, Ltd.

  
  

  I wish it to be known that it appears I just did not give Chiappa the opportunity to respond to my concern when I made the initial complaint above.   I had made a few efforts to explain my situation and frustration to Chiappa / Charles daly Company with no result or acknowledgement at all.   

  
  

  Thus, my complaint to BBB which brought an instant response from Mr **** *******, Warranty Manager.   **** and I spoke at length about the fact I was not aware that the parent company had made design changes to the gun and when researching, I had ordered based on dated information and photos.   I believed I was getting the older item and was shipped the newer replacement item from Dahlonega Armory.  

  
  

  In hindsight this was not Chiappa’s fault and I was premature in complaining.   The error was mine and **** representing Chiappa, has promised to help my issue.   I believe he will.

  
  

  
  

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

  Seneca, SC 

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Horrible warranty experience. Full story: I purchased a new Chiappa LA322 from my FFL on 7/25 and found the front sight fell off without even firing. I contacted Chiappa CS on 7/31 then 8/3, finally received an RMA shipping label on 8/9, and shipped it out on the same day. After a few emails and phone calls about the repair status, my rifle was finally delivered to me on 10/28 without any notice. I took it out of the package and found the front sight fixed, but the rear sight bent, the forend marred by a vise, and the receiver misaligned with the stock. In sum, three months after I spent my hard-earned cash, I'm now sitting with a "repaired" rifle with unusable sights and more damages. This was supposed to be the rifle for teaching my family and friends how to shoot. I have dealt with many other importers and manufacturers, and this warranty experience is a first. I hereby request a replacement without waiting for another three months and only left to be disappointed again.

  Business response

  11/01/2022

  After reviews of the pictures submitted the damage stated was not damaged sustained during the warranty repair process but possibly during shipping. Regardless, we have contacted the customer and offered a complete replacement free of charge. Mr. **** has accepted this offer as satisfactory. We would have offered a replacement with a simple phone call, no BBB complaint was needed. 

  Customer response

  11/08/2022

  
  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. I believe your assistance has significantly affected this resolution. Thank you.

  
  Sincerely,
  
  ********* ****

*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. ↩