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

  1201 Redmond Mill Rd Swansea, SC 29160-8795

  
• 

  Palmetto State Armory

  1040A Woodruff Rd Greenville, SC 29607-4120

  
• 

  Palmetto State Armory

  237 US Hwy 80 Savannah, GA 31408

  
• 

  Palmetto State Armory

  1196 Sam Rittenberg Blvd Charleston, SC 29407-3371

  

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:02/22/2023

  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.

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

  it is horrible business practice and gross mis-representation for palmetto to not explicitly disclose (beyond fine print) that the order a customer is purchasing does not even include what is being pictured or what is explicitly outlined in multiple locations as being a part of the purchase. I believe this is an intentional practice and very bad business. After placing my order I have come to find out that many other customers in my area have received the same misguidance and bad business by palmetto. The magazines have a very real monetary value and for them to be unwilling to reimburse just that portion of the order is outrageous.  
  
  
  
  Sincerely,
  
  
  
  **** ********

  and verse.
  
  I am perfectly happy with either of two remedies. I would either like a portion of my purchase refunded or I would be perfectly happy with actually receiving the 3 magazines as promised. I believe PSA is saying they can't send me the magazines due to state law reasons, but I would be happy to have these sent to a family member in Texas where that regulation does not cause a problem.
  
  Furthermore, the product description when my order was confirmed exactly states: "Smith & Wesson M&P 15-22 Sport .22 LR Rifle w/ 3 Mags & M&P Carry Case, Black." I believe this is gross misrepresentation.

  Business Response

  Date: 03/02/2023

  As the customer is a Colorado resident, and their state has a 15 round limit, PSA terms and conditions state any firearm with magazines over a state limit will have those magazines removed and a refund will not be offered. PSA's terms and conditions must be agreed to prior to any order being completed. The magazines cannot be shipped to an alternate state, and the customer will not receive reimbursement for the removed magazines. If the firearm is not transferred from the FFL, the customer may request a return for refund through PSA.

  Business Response

  Date: 03/08/2023

  As the customer agreed to PSA's terms and conditions, they will not receive a refund or replacement for the magazines, but if the firearm was not transferred, it can be returned for refund.

• Initial Complaint

  Date:02/21/2023

  Type:Delivery 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.

  
  
  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,
  
  
  
  *** *****KS AGO AND THEIR WEBSITE CLAIMED ITEMS IN STOCK AND WILL SHIP NEXT DAY.

  Business Response

  Date: 03/02/2023

  We have sent the customer's information to the proper department in an effort to have the refund approved as soon as possible.

  Business Response

  Date: 03/08/2023

  This customer's refund was approved on the 27th of February. From the date of approval, the refund will have posted to the customer's account within five business days.

• Initial Complaint

  Date:02/21/2023

  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.

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

  Here are the facts:
  
  FACT #1: Your customer service employee wrote down that I purchased the wrong product. That is incorrect. I never said I purchased the wrong product. Your customer service person was incorrect and made a mistake.
  
  FACT #2: I purchased what looked like, and was listed as, the correct products, but what was in the packaging was not the correct products. You sent me incorrect products. That is your fault, not mine.
  
  FACT # 3: I ordered, and paid for, 8 round magazines. You sent me 7 round magazines. 
  I didn’t get what I paid for. You sent me incorrect products. That is your fault, not mine.
  
  FACT #4 “We cannot issue a refund for the shipping costs paid by the customer to ship their order back to Palmetto State Armory.” You may not want to issue me a refund but saying you cannot issue a refund is a lie. Management can do whatever it wants to do. 
  
  In closing:
  
  When a company is responsible for making a mistake (or several mistakes as happened here) it is up to the company to correct their mistakes and make the customer whole. The customer, who acted in Good Faith as I did, should not bear the brunt of the company’s mistakes because the customer didn’t do anything wrong.
  
  You should be apologizing to me for your mistakes because it is you, not me, that is at fault here. You owe me the shipping fees I paid of $37.07 (return shipping $28.57 plus orig. shipping $8.50). You also owe me an apology.
  

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

  sting either, which is deceptive advertising.
  I paid for shipping and it is wrong for you to keep my money. Actually, you should have sent me a prepaid shipping label so I didn't have to spend almost $30. of my own money to return items that were listed deceptively. That is dishonest business practices and should be reported to the authorities. This was my first order with your company and I feel like you are totally unethical and that you knowingly took advantage of me by misrepresenting the items on your website. 
  Terry
  
  In conclusion:
  The exact return shipping charges I paid to return these counterfeit items is $28.57 and the shipping charges I paid with my order that they are refusing to refund me is $8.50. The total amount I am out is $37.07. I feel they should refund me the entire amount because I am the victim of deceptive advertising and counterfeit goods.

  Business Response

  Date: 02/22/2023

  The records on the customer's initial return case state the customer requested the return due to ordering the wrong product. The items are listed in PSA's internal system as Smith and Wesson eight round magazines for the M&P Shield 9mm. These items are the OEM parts from the manufacturer. The customer's firearm was not purchased by PSA, so we are unaware which model the customer is using. 

   

  For returns for refund due to ordering the wrong product, return shipping would not be provided, and the shipping cost on the original order would not be refunded.

  Business Response

  Date: 03/17/2023

  We cannot refund the cost paid by the customer for their return shipping, and the customer's refund was for the items paid, we cannot refund their shipping costs.

• Initial Complaint

  Date:02/16/2023

  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.

  
  
  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.
  
  

  It appears that technical issues may have hindered the ability for the vendor and I to communicate.  Once Palmetto engaged me their support was beyond professional and everything I'd expect.  Its unfortunate that website and phone issues lead to this challenge.  Thank you both to BBB and Palmetto for helping resolve the situation. I will continue to do business with and recommend palmetto state armory!

  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 02/17/2023

  The customer has been contacted by PSA's repair team at this time.

• Initial Complaint

  Date:02/16/2023

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I understand PSA's policy on re-manufactured ammunition. The company's unwillingness to entertain other options (customer paying for repairs or PSA inspecting the surviving parts for safety) is very poor customer service.
  
  
  
  Sincerely,
  
  
  
  ******** *****anufactured ammo voids it, but I had also asked about paying for repairs. PSA replied that they only do work under warranty. I took the firearm to a gunsmith who was surprised that the firearm did not look too bad considering what happened (the lower was fine and the damage is limited to the upper), he advised I send it back to the manufacturer for proper inspection and repair.
  
  I reached out to PSA again to see if they could inspect the parts to determine if they would be safe to reuse and they never responded. I put in a credit card dispute with Discover but it was rejected after PSA sent in a copy of their warranty language and the terms that say all sales are final.
  
  I have several previous orders with PSA and never had a problem, so I was surprised when I got 1-2 sentence email replies and screenshots of their policy along with an unwillingness to do anything at all. I am asking for a replacement or refund for the AR-15 upper portion of order ***********.

  Business Response

  Date: 02/17/2023

  As the customer used a remanufactured ammunition when this error occurred, the warranty on their firearm is considered voided under PSA's terms and conditions.

  Business Response

  Date: 02/22/2023

  As the product has a voided warranty, it cannot be returned for service under any circumstance.

• Initial Complaint

  Date:02/15/2023

  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.

  Placed an order on 2/10/23 and received a order confirmation email at 2:11 pm I have not received any order updates since then and now checking my order status it’s showing as cancelled. Palmetto state armory took the money from my account on 2/11/23 and has kept my money. Attempts to contact have failed and calling or chatting says they are having technical difficulties.

  Business Response

  Date: 02/17/2023

  The customer was notified via email that their order was closed due to scoring high in PSA's internal fraud system. This email was sent to the address associated with their account, which is not the same as the email address associated with this BBB claim.

• Initial Complaint

  Date:02/09/2023

  Type:Delivery 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 9mm ammo as well as .22 ammo and 3 glock mags from palmetto. They cancelled all orders without notifying me or giving me a reason and have yet to refund me for anything. I know it’s not a state problem because I recently purchased ammo and it was delivered right to my door. Confused on what palmetto is doing at this point. Would like a refund or what I paid for

  Business Response

  Date: 02/17/2023

  The customer was notified via email regarding an unusual rating in Palmetto State Armory's internal fraud system. The customer was provided with a method to have this block lifted for future purchases in their email.

• Initial Complaint

  Date:02/07/2023

  Type:Delivery 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.

  
  
  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. However, it took this complaint for PSA to reply. 
  
  
  
  Sincerely,
  
  
  
  *** *****

  Business Response

  Date: 02/08/2023

  The customer's replacement order has been packed for shipment with UPS tracking number ******************

• Initial Complaint

  Date:01/30/2023

  Type:Delivery 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.

  01/30/2023
  Order number: ***********
  
  Hello, I am contacting palmetto state armory through the better business bureaus regarding 3 missing magazines from the firearm I purchased. I was never notified that they would be removing parts from the item that I purchased, and they have not offered a refund or replacement. I made a phone call to the customer service line and was told no refund is available. I understand that their is a law prohibiting the shipment of magazines over 10 rounds.(the box says under the section of what is included that there are 3 mags.) I would like to request compensation for the $150+ worth of missing magazines. Thank you for your time.

  Business Response

  Date: 01/31/2023

  Magazines were removed per Palmetto State Armory's terms and conditions, which must be agreed to prior to any purchase being completed.

• Initial Complaint

  Date:01/30/2023

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  why would I want to keep damaged items? all I wanted was for them to expedite the new parts. The damaged parts are on here way back they can track it I don't know why I'm going to have wait weeks to get what I ordered. 
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 01/31/2023

  Our records show the customer's upper receiver was damaged, so a request was made to have the item returned for a new kit. If the customer would like to keep the damaged upper receiver, a lower build kit can be sent to their shipping address.

  Business Response

  Date: 02/08/2023

  The customer's replacement has been delivered with UPS tracking number ******************