Complaints

This profile includes complaints for Palmetto State Armory's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Palmetto State Armory has 11 locations, listed below.

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  Palmetto State Armory

  3850 Fernandina Rd Columbia, SC 29210-3810

  
• 

  Palmetto State Armory

  1417 N NC 16 Business Hwy Denver, NC 28037-8638

  
• 

  Palmetto State Armory

  914 Frontage Rd E Myrtle Beach, SC 29577-6700

  
• 

  Palmetto State Armory

  3760 Fernandina Rd Columbia, SC 29210-3809

  
• 

  Palmetto State Armory

  366 E 5th North St Summerville, SC 29483-6826

  

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:12/27/2023

  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 placed an order through palmetto state armory for gun parts in march of 2023. I received my order and found that several items within my order were missing. I contacted PSA via telephone and spoke to customer service regarding the issue. They made a ticket for the missing parts so they could be sent to me. Several months later after losing track of time, I contacted PSA customer service regarding the issue and the customer service agent stated they did not have an address on file. Hard to believe since I’ve been buying product from PSA for several years. They sent me an email where I was to provide my home address. Once I completed the task they requested, I never heard back from them. I have had to contact PSA customer service over 6 times now and hours spent on the phone just to get the run around about what department should be handling this issue. I finally spoke to a women that was very apologetic and FINALLY put in a fix it order. ( Fix It Order: ********). On 12/7/23 I received and email stating that these items have been shipped and please allow 7-10 business days to receive. It is now 12/26/23 and I had to contact customer service yet again regarding and order that was placed back in march 2023. The customer service agent stated that on her end she can see that it has been placed in the system but not shipped from the warehouse. I’ve requested several call backs from supervisors and never gotten a call. The customer service women today stated she has not seen a request for a call back ever. This level of incompetency in this category of business is disheartening and scary. To think this company ships weapons around the USA and they do not have the compentency to send replacement parts to an existing customer that has had his home address on file for years is a scary thought. It’s been 7 months of dealing with this issue and I have yet to receive my parts that were purchased. I’ve lost faith in this company and their ability to correct their mistakes.

  Business Response

  Date: 01/02/2024

  We have sent the customer's information to customer service management in an effort to have the missing pin sent as soon as possible.

  Customer Answer

  Date: 01/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  I have spent countless hours in a 6 month period to get this resolved. I have been told that the items I was missing has already been sent to me however this was incorrect according to the last customer service representative I spoke to. I am not only missing a “pin” from palmetto state armory. There are several items I did not receive from them and they are aware of them all. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 01/09/2024

  The missing parts have shipped with UPS tracking number ******************

• Initial Complaint

  Date:12/26/2023

  Type:Customer Service 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 ordered a rifle from Palmetto State Armory from their website on 12/3 for 899.99 before tax, based on the picture of the item and the specs listed. The rifle I received was a completely different model, and a cheaper version as well. They said the specs were correct, so there was nothing they could do, even though the wrong item was pictured. I asked simply for store credit for the difference in pricing, and they started ignoring my emails. Never offered any resolution of any kind. Not the first time I've had an issue with this company. They also shipped me a faulty shotgun in the past. As soon as the deal is finalized, they will not work with you in the slightest. (The pictures attached are what I ordered, what I got, and the price they had an upgraded version of the rifle I got listed for).

  Business Response

  Date: 12/27/2023

  The specs listed on the product listing were accurate at the point of sale, though the picture was acknowledged as misleading by customer service and updated upon notification. The customer was provided a discount code for the inconvenience. The item was shipped per the specifications list on Palmetto State Armory's website.

  Customer Answer

  Date: 12/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The specs listed can fit both rifles in question, but the rifles can still have completely different looks. Hard to tell by JUST the spec list, that's why the picture is so important. These particular rifles have very similar specs, as do other rifles, but completely different looks. It is deceptive to post a picture of a rifle, then send a completely different rifle, even if the specs are similar. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 12/27/2023

  Based on the sale prices for these items and the customer's sales tax paid, the customer will be issued a $110 PSA gift card, which will be sent through email over the next few business days.

• Initial Complaint

  Date:12/21/2023

  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.

  Purchased firearm on December 13th 2023. The one that showed up at the FFL was illegal. They put an adjustable stock on an AR pistol which is a federal felony. After pleading my case to the local authorities that I was on aware that they would send a gun like this. I contacted customer service and they basically said they would do nothing for me other than return my item. I told them I would like to return it and have store credit equivalent to the value of a full size AR because of the ridiculous theatrics that I had to go to because of them. The lady then proceeds to tell me that it's my responsibility to know the laws in my local jurisdiction. I explained to her that it's a federal law across the country and illegal everywhere. She just dismissed me and was incredibly rude. I have purchased many firearms from them over the years, and this is the first real issue I've had. If they cannot do anything to make it right, it will also be the last one I ever purchase from them.

  Business Response

  Date: 12/22/2023

  The item shipped to the customer has a Magpul BTR Pistol Stabilizer, not a stock. This item is legally classified as an AR pistol. It was shipped as listed on the PSA website, and is legal for transfer as an pistol.

   

  We cannot issue a refund higher than the purchase price of the item.

  Customer Answer

  Date: 12/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I did not mean to suggest higher refund than I paid. So far I have not been allowed to return the item at all. Have requested return label multiple times already. Was able to return the magazines purchased for the gun, but not the gun itself. While as a business owner I would certainly do more than just refund the money, you're certainly welcome to run your business however you'd like. A full refund plus some store credit would be reasonable in my opinion, especially considering that I've been a loyal repeat customer. At this time, I don't even care about any credit, I'd just like a return label so I can send it back, and I'll take my future business elsewhere. 

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

  Business Response

  Date: 12/27/2023

  The customer has been issued a return label for their product, to be returned for a full refund

• Initial Complaint

  Date:12/13/2023

  Type:Customer Service 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 originally ordered a 300 blackout barrel. I received the barrel and noticed there were no markings of stating it was a 300 blackout, and it also had scuff marks. I called PSA spoke with Maria sent me a return label I sent this back to PSA confirm they received it and I would be issued a refund. Yesterday I called and was advised by CS she reviewed the emails from Maria and states that she had to call somebody to authorize the refund because there was a possibility it may be in the warehouse for shipment. Was advised if it shipped we could cancel it by the tracking number or send it back for a refund. I received an email yesterday saying they weren’t able to refund and I would be provided tracking number as of today this evening after two several phone calls no tracking numbers have been provided emails are available for review. I fully understand if I do a charge back that I will quote from the prior comments of people banned from PSA truly unfair. I have the RMA number RMA 01691283. Hope to have this resolved as soon as possible. Keep being told one thing that is being shipped.

  Business Response

  Date: 12/18/2023

  The customer's replacement order was closed per their request, and a refund has been requested for their returned product at this time.

  Customer Answer

  Date: 12/19/2023

  
  
  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:12/12/2023

  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 ordered this on 11/19/2023, Found it cheaper later that day. I called them and explained that I had found it for half the price. They said it was in processing but they could call it back. They said there policy was to refund with in 3-5 business day. I have still not received a refund and I have called several times and checked with my bank as well. After the third call I asked for a supervisor and they said they would email me with my refund details. Supervisor will not speak with me.

  Business Response

  Date: 12/18/2023

  This customer's order was closed for refund at their request, and they have also been issued a fifty dollar PSA gift card.

• Initial Complaint

  Date:12/11/2023

  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.

  Palmetto State Armory chose to take advantage of volatile local legislature to keep 2x12 round magazines ($120 value) from a pre-assembled starter package by Sig Sauer. They did this without notice, warning or concern. When I reached out to Palmetto’s customer support, they unapologetically said that they were entitled to keep the items without notice or compensation because of a discrete link stating shipping restrictions. Never once did they list my state (Maryland) under the SALE RESTRICTED states. This legally means that although they may be restricted to ship the magazines due to the capacity, and have the option to ship those same magazines as a seperate package to my VA residence. When I made this request, they implied they hold the right to SCAM people out of their full purchases without compensation or refunding capabilities and would “rightfully” refuse to ship the magazines or refund a portion of the order for them. Truly disgusting abuse of changing local legislature, and I expect I’m not the only customer that this business has taken advantage of in recent years.

  Business Response

  Date: 12/18/2023

  PSA terms and conditions (which must be agreed to prior to placing any order) state magazines over a state limit will be removed from any shipment to that state.
  
  If the firearm is not transferred from the FFL, the customer can request a return for refund on their order.

• Initial Complaint

  Date:12/11/2023

  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 made a purchase of a firearm through the Palmetto State Armory website on December 1, 2023 for $297. 45. I was notified on December 6, 2023 that the firearm was ready for pick-up. I went to the Fernandina location were I selected it to be delivered to and I was told by the manager that the firearm was sent to the wrong location in Summerville, SC. So I emailed Summerville and the person that responded back said they would send it to my selected location. I was notified on Thursday, December 7, 2023, by Addie H****** that the firearm was ready for pickup at the Fernandina Road location. So, I went back to the Fernandina Road location. I was told that the firearm was not there and that I needed to read the email again that the email said the firearm was in transient. This was after I showed the customer service representative the email saying my firearm was ready for pickup. So I was told again that my firearm was in transient from Summerville and they would send me an email when it is ready for pickup. So the rep said there was nothing else the could do and tossed me my license and cwp. I asked him if it would be the same email they already sent me twice. He replied yes and the truck only runs once a week. I just want to pickup my order and feel like they should also compensate me for my time and fuel I wasted traveling from my home to Fernandina road. I think that this is unsatisfactory customer service and when I finally pick this up I will no longer do business with Palmetto State Armory. thank you.

  Business Response

  Date: 12/18/2023

  This customer's item is ready for transfer at their earliest convenience.

• Initial Complaint

  Date:12/11/2023

  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.

  Transaction Date - 1/24/2022
  Total Purchase Amount - $1654.47
  Purchase - 3 cases of ammunition
  Dispute - 2 of 3 cases of ammunition lost in shipment. Dispute filed with credit card company for $1102.98. 9/16/22 credit card company chargeback reversed, and Palmetto was paid in full. Since 9/16/22 I have contacted Palmetto numerous times to refund $1081.48. I have emailed ***************@palmettostatearmory.com and called 877-560-7729 at least two times a month and am continually told management is reviewing my case. I provided the bank statement proving the chargeback was reversed by the credit card company and still no resolution to receive a refund.
  Order # - ***********

  Business Response

  Date: 12/13/2023

  We have sent this customer's information and documentation to the finance team in an effort to have their refund approved as soon as possible.

  Customer Answer

  Date: 12/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  The chargeback to Palmetto from Chase Bank was reversed 9/16/22 and my credit card was charged for the entire purchase. I have paid Palmetto in full for 3 cases of ammunition but only received 1 case.  I have not received a refund from Palmetto for the 2 cases of ammunition lost.
  
  
  
  Sincerely,
  
  
  
  *** *****

  Business Response

  Date: 12/22/2023

  The Company approved this chargeback when it was first received and allowed the customer to receive the refund from their bank. We cannot provide further assistance.

• Initial Complaint

  Date:12/04/2023

  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 purchased a gift card online and I am unable to use the gift card. There was no disclaimer that made me aware of any delay in being able to use the gift card. After purchasing I received an email stating I could not use my card for up to 48 hours? However, I never received a disclaimer when ordering the gift card that I would not be able to use it immediately. I was only made aware of this AFTER it was purchased. I called PSA and was told there was nothing they could do. I tried to call PSA again today but they are closed so I have no idea when or if I"ll be able to use my Gift card and I have $500.00 tied up. I tried to cancel it once I learned of the issue, and was refused. The money has been removed from my account and I have no available gift card to use. Essentially, they have stolen $500.00 from me. I have no other recourse and I'm desperate to either cancel this or be able to use the $500.00 I paid for the gift card.

  Business Response

  Date: 12/11/2023

  This customer's gift card purchase has been approved at this time.

• Initial Complaint

  Date:12/04/2023

  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.

  Ordered a product for 361.00, cancelled the order online when I realized the whole amount had been charged to my bank instead of the “pay in 4”, took 3,days of repeated calling before anyone finally answered - hours on music hold, order was cancelled, still no refund day 7 today, attempts to reach them take hours on hold, they claim the have 7 days to return the money - tomorrow is day 8, links for online help are bad, “chat” is a virtual chat that never brings a representative on. The discount codes the spam me with do not work, no reviews possible on ******, ******** etc, they have any message / review capabilities blocked

  Business Response

  Date: 12/05/2023

  This customer's refund was approved on the second of December. Refunds can take up to five business days from the point of approval to be processed, depending on the speed of the customer's banking institute.