Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/22/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 09/22/2023

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

  Customer Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:08/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:06/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:06/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:06/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 07/29/2023

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

• Initial Complaint

  Date:05/17/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:05/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
  ***********************************
  

• Initial Complaint

  Date:03/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a M9 on 11/12/2021, after shooting about 50 rounds through it, we noticed imperfections in the barrel. I contacted Beretta in July 2022 and was told to send it back to them for repair under the warranty. Beretta received the gun on July 19, 2022. I was told it would be 6 weeks for repair. We are now in March of 2023 and they still haven't fixed the problem. I have contacted Beretta customer service multiple times and have been told they don't have any barrels and that Beretta doesn't manufacture their own barrels. My case supposedly was escalated to a manager but no response and still haven't heard anything. Since Beretta now has had my firearm for 8 months, longer than I've had it, I asked for resolution. They can send me a new M9, give me my money back, or replace the barrel. All of which are not unreasonable since they can't seem to resolve this issue. I'm getting nowhere fast with this company.

  Business Response

  Date: 04/18/2023

  Dear ****************,
  We apologize for the delay in response to this message and the delay in your repair. The pistol and logged it into our service department under work order *******.
  The current status of this work order is awaiting parts. I have checked the inventory and the barrel has arrived. Your pistol will be returned shortly after the repair. We ask for your continued patience in this matter as we work to quickly resolve the issue.
  Thank you,
  Beretta Customer Service

  Customer Answer

  Date: 04/20/2023

  [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 I am willing to give a little more time to resolve the issue. I expect to be kept up to date on the progress. Additionally, I expect this repair to have top priority and fixed quickly. Time is of the essence in this matter.

  Regards,
  
  ***********************

• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a brand new veretta a300 ultima. Gun had broken forend, rust on bolt in internal parts, choke will not screw in properly, will not cycle high brass or low brass shells. Basically the gun is a complete waste of money want to exchange for a working gun.

  Business Response

  Date: 04/18/2023

  Dear ******************,

  We apologize for the delay in response to this message. We have recently received your shotgun and logged it into our service department under work order *******.

  The current status of this work order is awaiting bench inspection. Once we have performed the inspection our team will decide the best course of action. This action will be based on Beretta Warranty Policy that states if we are able to repair the shotgun, that will be our first choice. In the event that we are unable to repair the shotgun then an exchange would be the next choice. We ask for your continued patience in this matter as we work to quickly resolve the issue.

  Thank you,

  Beretta Customer Service

  Customer Answer

  Date: 04/19/2023

  [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:
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Beretta 92X RDO from ***** *** and didn't notice that the magazine catch/release was not working as I did not test it in the store. This was brand new firearm. I sent it in for repair and after a month, they don't even have it checked in yet. Now I have to pay a gunsmith to fix a factory problem. Do NOT buy Beretta anything! Just look at my and the other bad reviews below. Hopefully they will return it to me or otherwise i'll have to call the police and report the firearm as stolen.