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Business Profile

Gunsmiths

Walther Arms, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/19/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 new Walther P22Q from a Walther distributor on January 7th, 2025. Upon my first trip to the range (January 16th, 2025) I discovered that the firearm was inoperable. It would not cycle correctly, and the extractor was tearing the rear of the brass and causing propellant to spray back in my face. I contacted customer service, and requested a return shipping label for warranty repair on January 17th. I had to send a second request for the return label on February 3rd as I still had not received my shipping label they said I would receive on Jan 17th. Firearm was sent back On Feb 4th. Walther advertises a 48 hour service turn around. It has been over 2 months since I first contacted customer service. They won't return my calls, or answer my emails. The two times I have managed to actually speak with someone I get a different story about the delay. During my last conversation with customer service I told the representative that I had replaced the firearm and no longer wanted that one. Walther does offer a money back guarantee. He told me he would have to speak with a manager and get back to me. It has been over a week now, and I have received no calls or emails. I have emailed since my last successful call, and have gotten no response.
    Walther needs to make this right. I didn't spend my money on their guaranteed product so that it could sit in their service center for months because they don't stock the necessary parts to repair their products. Someone of authority to make a decision at Walther needs to contact me via email. I no longer trust them to resolve this matter verbally.

    Purchase price: $249.99
    Tax (9.2%)
    Total: $272.98
    (Receipt can be provide upon request due to serial number info displayed)

    Business Response

    Date: 03/20/2025

    First off I do apologize for the delay in repairing your pistol. The necessary part ships from Germany and there was an unforeseen delay in production of this particular part. We received the required part just yesterday and have prioritized the repair of your gun. The new part has been installed and the gun was then test fired in our range with no malfunctions being experienced. The gun has been packed and staged for FedEx shipping today with the expected delivery back home in two business days. We do strive for a 48 hour turnaround on all gun repairs and 97% of the time we achieve this goal. There can be hiccups in achieving this goal when parts delivery is delayed. Again, our apologies and we appreciate your business. 

     

    Best regards,

    Service Mgr

    Customer Answer

    Date: 03/21/2025



    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

    Date:05/23/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 P22CA at my local *********** *********. ** advertised a manufacturer's rebate from Walther in the form of a pistol lockbox with a value of approximately $55. Upon jumping thru all the hoops to redeem the rebate (uploading all the requested forms and pictures) I was told that the rebate is not valid in California, where I purchased the gun and saw the advertised rebate. Reason given was that the promo was not valid in CA due to state regulations. This is not the case - the lockbox doesn't meet the CA DOJ requirements for safe storage, but it is not illegal to sell or give away the box in CA. I replied to the declination, but no reply from them in a week.

    Business Response

    Date: 06/24/2024

    I do understand your frustration and please know that we'd certainly prefer the option of shipping this ***** **** ******** ***** ****** to your California residence. However, our compliance team found it is not approved per the California DOJ Regulatory Gun Safe Standards - ******** **********************************************************************************************. If you can secure an official document from the CA DOJ that specifically states this ******* ***** ***** gun safe can be shipped to your California residence then I'd be more than happy to proceed with the shipment. Again, I understand your frustration and ideally this would be a non-issue. 

     

    Best regards,

    Director of Consumer Services

    Walther Arms, Inc

     

     

  • Initial Complaint

    Date:03/10/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 new Walther PDP 4.5" January 2023

    1/29 register the warranty and got confirmation.

    1/29 put optic on handgun. Using blue loctite. I should have used purple or none.

    1/29 decided I want to try a different optic that I need to order a special plate for. Decided I should remove optic now since it's only been 8 hours and the loctite takes longer than that to fully cure.

    1/29 The screws used to hold down the plate are not very strong or a good quality. One of them stripped and I could not get the screw out.

    1/30 emailed customer service about my problem. They told me I do not need to send in the firearm I can just send in the slide with a return form a slide return form. I filled it out and mailed the slide to them on 1/31.

    2/17 email customer service asking about a time frame or any info on what my status is.

    2/17 received reply asking for my case number.

    2/17 replied stating that I do not have a case number that I only sent my slide in.

    2/17 ask to provide my address. I provide my address and I hear nothing further.

    2/23 received email stating that ****** has received my slide and I am going to need a new slide. ****** is currently out of stock of new slides and should be getting a new batch next week. ****** will send out the new slide ASAP.

    3/4 emailed customer service stating it has been over a week Is there any update in the status?

    3/6 after receiving no response I called customer service phone number. I was told My representative was out of the building and not at work on Friday or Monday and that is why I got no response. I was told he will be updated with my concerns and he would respond to me shortly.

    3/7 no response

    3/8 no response

    3/9 called my representative and asked about my situation. He did not know anything about my case. Ask me for my case number. I told him I do not have a case number. So he asked me for my address and serial number. After finding my information I was told he would mail out my slide ASAP.

    3/10 called. No an

    Business Response

    Date: 03/13/2023

    We have received a Parts Shipment that includes the Slide needed to provide a replacement. With that, a Slide will be processed and shipped by Wednesday March 15th. 

    Best regards and thank you for your business. 

     

     

    Customer Answer

    Date: 03/16/2023



    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

    Date:02/23/2023

    Type:Delivery Issues
    Status:
    Answered
    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 PDP pistol from ******* Arms on 12/17/2022 at Bass Pro Shop. But , I regretted for buying this firearm from *******. The customer service is so neglectful on customers. They said , they will send out my free optic plate within 14-21 days after I requested . But they never fulfill that saying. It had been 2 months since I purchased the firearm. I am disappointed . I requested this free optic plate from day one, because I like to enjoy my pistol as soon as possible. I hope they are willing and cooperate to resolve this issue soon.
    I might want to return this purchase and get my refund money.

    Business Response

    Date: 02/23/2023

    Please accept our apologies on the delay in providing your Optic Plate as we have been waiting their arrival from Germany. A shipment with this Plate is expected to arrive late next week and so we should be shipping your Optic Plate within two weeks. Again, I do apologize for the situation and can understand your displeasure. 

    Best regards. 

     

Walther Arms, Inc. is NOT a BBB Accredited Business.

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