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:07/02/2025

  Type:Customer Service 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.

  Have spoken with customer service and also the new manager of the facility in regards to a defective shotgun product. The customer service department and the manager agreed to replace the item with a different model. Firearm was sent to the Chiappa Group and received.
  When I now attempt to contact customer service all phone lines are non operational.
  Unable to contact customer service and also the plant manager.

  Business Response

  Date: 07/18/2025

  Multiple communications have been had with Mr. ***** and replacement product was sent as requested.

• Initial Complaint

  Date:07/01/2025

  Type:Customer Service 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 bought a Brand New Charles Daly shotgun model 301 from Wal-Mart. First time using the shotgun, I'm having a ton of misfires with the shotgun. I've tried using different brands of ammo and doesn't help at all. I noticed the firing pin is not striking the primer on center. I've tried calling the Charles Daly customer service line and its not working, I tried using the their website and its not working. I see Chiappa Firearms owns Charles Daly. I tried using Chiappa website to make contact and its not working. Chiappa Firearms has the same customer service number. I'm basically screwed with a broken shotgun. I need help and don't know who to turn too.

  Business Response

  Date: 07/18/2025

  We have been in contact with the customer and have offered to have the firearm sent in for evaluation.  We are awaiting a respose from the customer to proceed in assisting with this issue.

• Initial Complaint

  Date:12/18/2024

  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 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

  Date: 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

  Date:08/02/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:03/20/2024

  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.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date:07/24/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:05/08/2023

  Type:Customer Service 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'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

  Date: 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

  Date:04/19/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:04/14/2023

  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.

  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

  Date: 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

  Date:01/04/2023

  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.

  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

  Date: 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.