Business Profile

Gun Dealers

Palmetto State Armory

Headquarters

Complaints

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

Customer Complaints Summary

289 total complaints in the last 3 years.
78 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.

Initial Complaint
Date:11/14/2022
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.
Ordered two lower firearm assemblies on 10/20/22 order # ***********, were listed on retailer website to be assembled with "enhanced polished trigger" or EPT as retailer refers in description. I received assemblies on 10/24/22 at which time I inspected the products and confirmed that the EPT triggers were not actually present in the products I received. On same date I found a retailer webpage review from another customer complaint regarding same issue with same part# of product.
I opened online customer service case with PSA on 10/25/22 and was contacted via email by a rep abs asked to provide photos of product and packaging I actually received. I sent the requested information and was contacted again by PSA rep via email and told that they would ship out correct trigger parts to me ASAP. After two weeks there gas been no additional notification of a replacement parts shipment. I have filed this BBB complaint today as well as a dispute for the charge with my credit card company.
Business Response
Date: 12/01/2022
The customer's order was shipped to an FFL dealer. We would like a physical address to ship these fire control groups.
Customer Answer
Date: 12/01/2022

Complaint: ********

I am rejecting this response because:

I provided retailer customer service reps with my physical residence address on 10/26/22 via the attached email correspondence.

Sincerely,

**** ******
Business Response
Date: 12/01/2022
This information was sent to the proper department in an effort to have these parts shipped as soon as possible.
Initial Complaint
Date:11/14/2022
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've ordered 1 complete lower and 1 handgun on Oct 23, 2022 Order#***********. I'd keep on tracking for the shipment to my FFL but it's just keep saying "Your order is confirm". So on Nov 4, 2022 9:48am PST I've decided to call them and they told me the item is on the way. On the same day, Nov 4, 2022 2:04pm PST (5:04EST) I got an emailed saying "they don't have the item and they want to replace me with something else". So I call them immediately but they're closed. I sent them 2 replies email Nov 5, 2022 and Nov 8, 2022 to ask if I able to get different replacement? I didn't get an reply until Nov 9, 2022. Which they told me Unfortunately not! So I'd agree on the replacement that they going to give me.
Nov 11, 2022 I check my order status, it still saying "your order is confirmed". I've email them, at 12:44pm PST and got an reply that saying *** This is an unmonitored mailbox *** by the time I get off work sorry too late to call them.

The biggest issue I having with them is they have my email and phone number. Why did they notify me by call or email me if don't have the product? Is like you don't call them, they will just leave you hanging as long as they want.. This is really bad business practice!!! After reading all the complaints in BBB, I decided to have this complain hope they will respond from here instead.
Business Response
Date: 12/01/2022
Our records show this order was delivered on the 16th of November with UPS tracking number ******************
Initial Complaint
Date:11/10/2022
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.
Order XXXXXXXX
10-20-22

I ordered qty 4 of a product listed as 250 rounds of ammo for a total of 1000 rounds of ammo.

I was only delivered 100 rounds but had no price adjustment. Resulting in a 900% increase of the agreed upon order price, with no communication from the company

Only AFTER I caught this did they admit the ad was wrong and would refuse to complete my order which my card was charged and I would not be refunded the difference, instead I would have to spend money and time to return the item or keep it and only get $15 back, both options resulting in money loss or money spent far beyond any reasonable price I would've paid.

I, out of frustration of hours of communication, asked if the would just refund me the money minus the ammo delivered at the advertised price, to which customer service became hostile in attitude and threaten that I would be banned from further purchasing if I involved my cc company to investigate about this possible fraud or unauthorized price change per unit.

An ideal resolution would be a complete order for the agreed upon price or billing change and refund of difference of ammo delivered at aggred upon price
Business Response
Date: 11/16/2022
Business Response /* (1000, 5, 2022/11/15) */
A full refund has been approved on the customer's order at this time

Consumer Response /* (2000, 7, 2022/11/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Palmetto state armory has fully refunded me my order and has not requested I send back the ammo I have received, I deemed this acceptable and am saddened it has gone to this length to get what was repeatedly denied to me

It's unfortunate that they themselves escalated this and tarnished their own name on behalf of an unnamed 3rd party vendor issue.

I would've like to know if anything happened to the customer service rep who became hostile and threatened to ban me for involving BBB and my CC company

I would like to thank the BBB for facilitating and resolving this issue in a matter of days for what weeks of customer service couldnt
Initial Complaint
Date:11/10/2022
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.
on 10/18/2022 i made an online purchase at https://palmettostatearmory.com/ for "Browning BPR Performance 40 gr Lead Round Nose .22lr Ammo, 1600 Rounds - B194122400" quantity x 3, a total of 4800 rounds, order number ***********, at a price of $86.97 plus $33.00 shipping, totaling $126.75. i then received the order a few days later, and i was sent only 3 boxes of 400 totaling 1200 rounds. i contacted customer service at 803-724-6950 and was informed there was a listing error and that they were sorry, they said they would place a request for review and then a refund and a confirmation email to my email address- ********************. i received neither. ive called 5 times since then. . the other times i called they tell me they will send me a return label to my email address, which never arrives. each time i never hear back and i have to call again. its now 11/9/2022 and still the matter is unresolved. time and time again they say this and nothing arrives. its the classic "bate and switch". if they corrected the issue then i'd believe them when they said it was a listing error on their part. being that they refuse to correct the issue leads me to believe theyre acting with malicious intent.
Business Response
Date: 11/15/2022
If the customer has not received this return label, a new label can be created for them to return this product for a refund. We would need a valid email address, as the label has been sent to ********************, which is the customer's account email address. This label was sent directly by UPS on the 27th of October.
Customer Answer
Date: 11/15/2022
(The consumer indicated he/she DID NOT accept the response from the business.)

they keep telling me the same thing, that they're going to send a return label, but then it never shows up. we've verified my email address several times w PSA customer service, I've checked my spam/ junk mailbox, yet I never receive the return label. The last time I called I spoke with Danica, who was very rude by the way, who told me that the UPS site is down and that's why I didn't receive an emailed return label. However let me ask you this... why am I not receiving a refund like the last person who recently filed a complain on BBB for the exact same issue? they received a full refund and offered a $25 gift card, yet I'm still waiting on a return label after a month? sounds like discrimination to me. Am I seriously going to have to file a lawsuit for false advertising to finally get this situation corrected?? what a nightmare this has been. never again will i buy anything from PSA
Business Response
Date: 11/21/2022
We have requested a refund at this time. The customer will receive a refund of 95.07, which is 3/4 of their order cost (as they only received 1/4 of the ordered amount) in five to seven business days, depending on the speed of their banking institute.
Customer Answer
Date: 11/21/2022
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:11/04/2022
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.
On July 4, 2022, I purchased an upper receiver for an AR-15 from Palmetto State Armory to pair with a lower that I had purchased from them several months earlier. I shot it for the first time on October 1, 2022. It functioned for about 15 rounds and then stopped cycling the action, rendering it a single-shot rifle. The same lower worked with other uppers, and that upper failed with multiple working lowers. I emailed the company on October 7, 2022 that the gas tube assembly had not been pinned properly and had "walked" forward, completely out of the upper receiver, such that it will not cycle the action PSA Customer Service Repair Diagnostician John finally replied on October 17, asking me to reply with photos. I sent 6 photos. I followed up with multiple emails, to which I received zero response. I have chatted multiple times with their response being only that they will contact their warranty-repair team. However, no one calls/contacts me. I bought an upper that worked for one half of a magazine and now is completely useless. Advertising a lifetime warranty, if you refuse to respond to the customer, is derelict and, as many reviews on PSA's own website attest to this, cannot be viewed as negligent but rather willful. It should not require a complaint on the BBB to "strongarm" a recognized company into honoring its word.
Business Response
Date: 11/07/2022
We have contacted the proper departments in an effort to resolve this issue for the customer as soon as possible
Customer Answer
Date: 11/09/2022
(The consumer indicated he/she DID NOT accept the response from the business.)

Dear Better Business Bureau, the response from Palmetto State Armory ("We have contacted the proper departments in an effort to resolve this issue for the customer as soon as possible") fails to address any resolution whatsoever. They have sent scores of marketing emails since I submitted my request for warranty service. It is not a lack of time but rather a refusal to address the defective product. They could have emailed me; they did not. They only responded to you since you are the BBB. They alleged that they had already "contacted the proper departments" previously during my chat sessions with their staff and yet nothing is being done. Part of my purchase was for a lifetime warranty. 18 USC 1343 specifies, "Whoever, having devised or intending to devise any scheme or artifice to defraud, or for obtaining money or property by means of false or fraudulent pretenses, representations, or promises, transmits or causes to be transmitted by means of wire, radio, or television communication in interstate or foreign commerce, any writings, signs, signals, pictures, or sounds for the purpose of executing such scheme or artifice, shall be fined under this title or imprisoned not more than 20 years, or both." My communications with PSA through the BBB are a means of memorializing that PSA is willfully violating this statute. And my experience is not an aberration, as many others have testified. PSA's Chief Legal Compliance Officer Deborah McCallum should recognize the tenuousness of their position. I, again, submit that PSA's warranty service should remedy or offer a resolution to their defective product.
Business Response
Date: 11/15/2022
The customer has received contact from the repair team regarding servicing their product.
Initial Complaint
Date:11/03/2022
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.
Contacted them a few times over the past two weeks about a refund and them issuing a return mail slip and it's taking ages. People certainly don't mind taking your money ASAP but trying to get it back is the big pain
Business Response
Date: 11/14/2022
Business Response /* (1000, 5, 2022/11/04) */
Records show the customer has contacted PSA customer service to state they want to pick up this product and not return it for a refund. As long as the firearm is not transferred, it can be returned for refund
Initial Complaint
Date:11/01/2022
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 ordered a H&K Sp5, part # 81000477, order # ***********. Ship date 10-21-22. The description of the product I purchased stated on Palmettos own website that the firearm would ship with two 30 round magazines and in the soft case that is proprietary to the firearm and Owners manual. I paid list price of 3200 plus tax and shipping for a total of a little over 3400. All this information is listed on palmettos website and is the exact same description from H&K, the manufacturer describing how the unit should ship. What I got was the firearm ( the firearm itself was in new condition) with one 10 round magazine in some generic hard case and no owners manual. When I talked to their customer service department I was told I needed to contact H&K, even though I didn't purchase the unit from H&K. HK did not ship the unit, Palmetto did. I did contact H&K and was told that H&K had sold several of these firearms to a distributor in Tampa with no packaging or owners manuals at a steep discount and those firearms were what palmetto is selling, and was up to palmetto to package them appropriately. That's fine, but the way th end user gets the product needs to match the description on their own website, which apparently was copied and pasted directly from H&K. They did offer to refund or send a replacement if it one was available, but the thing is, these Sp5s are difficult to come by and trying to send it back for a replacement would mean additional shipping and FFL paperwork fees. They know this! And are betting there customers will let it slide. It's not right. All I really wanted was the two 30 rnd mags, correct case and owners manual. Now all I want is for them to discontinue this practice.
Business Response
Date: 11/02/2022
If the firearm is returned for a replacement, the second transfer fee will be refunded to the customer when they provide the invoice for their second transfer from the FFL.
Customer Answer
Date: 11/10/2022
(The consumer indicated he/she DID NOT accept the response from the business.)

My address is:

******* *******

**** ***** ***** **

Louisville, KY 40299
Business Response
Date: 11/23/2022
Fix order ******** has been created for this customer for two magazines. They will be shipped to the customer's provided address as soon as possible.
Initial Complaint
Date:11/01/2022
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.
PSA sent out a promotional email advertisement on Tuesday October 18th at 10:31 CDT stating that they were putting out a daily deal for a "PSA MOE EPT LOWER BUILD KIT, BLACK" item for $109.99 with free shipping. Upon getting the email I visited the link that they sent in email only to find out that the item was actually $119.99 with free shipping. I contacted their website support via chat within 30 minutes of the email advertisement being sent to let them know that the price was incorrect on the website and that they needed to change it to $109.99 with free shipping.

The support chat refused to change the price on their website and told me that it didn't matter what the email said, I was NOT getting the item at the advertised price. This is false advertising which is illegal.

I then emailed their support via their contact form on their website as soon as the chat ended, which was also on Tuesday October 18th at 12:23 PM CDT.

A full week later they responded saying if the order was placed while it was "on sale" they they could have adjusted the price. Note that the support chat refused to give it to me for that price on the same day that the email came out. Well the item (even as I submit this complaint) is still listed for 119.99 with free shipping which is what it was the day of the "sale". So if they could honor that price on that day ( even though their support chat refused to on that day), then why can't they honor it now, the price is still the exact same with free shipping. They stopped responding to email

I told them that I had planned on purchasing 4 or 5 of these items at the sale price. I expect PSA to give me the quantity of items that I requested at the advertised price, that is the minimum that I expect. I also would like for them to give me a gift card for all of the hassle and time wasted over their false advertising issue.

The form here won't allow me to enter everything, so I am attaching a txt document that explains in more detail.
Business Response
Date: 11/09/2022
Business Response /* (1000, 6, 2022/11/02) */
We cannot offer a sale price that is not listed on the website.

Consumer Response /* (3000, 8, 2022/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept their response due to the fact that they sent an email advertising a product for a price that they refuse to honor ($109.99). Not only is that bad business practices, it is illegal in the USA.

Again, I tried to order it the day the email came out and the support chat refused to honor the price. I can't find a way to upload additional documentation to this case, so I will have to copy and paste. This is the exact response from support chat when I tried to get it for the advertised price:

"I totally understand the email was sent in error as it doesnt reflect what's on the website. The correct price is $119.99. At this time due to no order being placed the sales price can't be honored. in the event there is a discount offered within 30 day of placing the order we can always honored the new price or discount."

When I contacted their support email, I received 2 responses. Here is the first response:

"Thank you for reaching out to us. If the order was placed while on sale we could have adjusted the price on the order to the $109.99. Since the order was not placed we cannot honor the price at this time."

Here is the 2nd response:

"Thank you for choosing Palmetto State Armory!

Unfortunately, if the order wasn't place during the time of the sale, we are unable to honor the sales price for $109.99

If you place the order and the price goes down within 30 days from purchase date, we will honor the sales price and refund you the difference. The SKU numbers that are advertised and the item that was purchased have to match."

Again, if you read what the support chat responded with, you will see that I tried to order it at the advertised price but they refused, then 2 different email support staff with 2 different names told me that they would have honored it if I would have placed an order. But I tried to get the support chat to honor it the day of and they refused, yet the email support team directly contradicted what the chat support said and said that they would honor it if I had placed an order.

Even as I type this reply, the item is still on sale and IS STILL THE EXACT SAME PRICE, with free shipping, so they claim in multiple emails that they would have honored it if I would have placed an order (which I tried to get chat to agree to but refused), yet the price is still exactly the same and they refuse to honor it. Nothing has changed with the item, it is still on sale, so if they were going to honor that price if I had ordered that day even though their support chat refused to honor the price that day, then why won't they honor it now as the price and shipping are still on sale and exactly the same price.

Here is the current description for that item at this exact moment (same price with free shipping as it has been since October 18th, the day they sent out the advertisement): PSA MOE EPT LOWER BUILD KIT, BLACK $119.99 DAILY DEAL FREE SHIPPING, link to item: https://palmettostatearmory.com/psa-ept-moe-lower-build-kit-7780997.html

So I don't understand why they can't still honor the price, for one reason they advertised it as such, for another, they claim that they would have given it to me at 109.99 if I had ordered it the day the email came out, yet the item is still the exact same price with free shipping, just as it was the day that the email advertisement came out, so there should be no reason why they wouldn't still keep their word and give it to me at that price as nothing has changed. And don't forget, I tried to get it at that price the day that the email came out but chat support refused. I have proof and documentation of all of this.

I would include screenshots of all of this but I have no way to upload any additional documents, so I can only copy/paste.

I still expect the number of kits that I requested for the price listed in the advertisement email ($109.99 with free shipping).

Business Response /* (4000, 11, 2022/11/04) */
We can only offer the prices that are currently listed on our website.

Consumer Response /* (4200, 13, 2022/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So your email support team said that they would have adjusted the price for me if I had placed an order, but even though the item is still the exact same price, you are saying you won't give it to me for the price that you clearly advertised in your promotional email?

So then you are admitting that your email support team was lying when they said that they would give it to me at the price listed in the advertisement email ($109.99 w/ free shipping) if I had placed an order at $119.99 with free shipping, which is the current price of the product still over 2 weeks later?

Your email team said that they would have adjusted the price for me if I had placed an order, yet your reply states "We can only offer the prices that are currently listed on our website.". So you are blatantly and clearly admitting that your email team was lying in their multiple email responses to me from multiple different support team members with different names in the signature?
Initial Complaint
Date:10/31/2022
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.
Sent a email about being sold a broken dagger slide on the 18th of October. Haven't heard anything from them it's now the 31st of October. Some random person claiming to work for PSA named Eric was sending me messages on Facebook but has not expedited the process whatsoever. So I'm sitting here with a paper weight. Thanks PSA.
Business Response
Date: 11/09/2022
Business Response /* (1000, 5, 2022/10/31) */
We have sent this customer's information to the proper department in an effort to have their issue resolved as soon as possible.
Initial Complaint
Date:10/27/2022
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.
Placed an order for (5) 1600 round boxes of 22 ammunition on Oct 18, order #XXXXXXXXXXX. Received a package containing only (1) 1600 round box on Oct 20. Called on Oct 20 to seek resolution. Only now, Oct 27, have they reached out with a their fragmentary resolution. They offered a $25 gift card for me to keep the 1/5 order I received, or return what I received for a refund. However, they will not send UPS to pick up the package. The nearest UPS customer center is 23 miles away. I would be happy to return the product for a full refund if they can arrange for UPS pick up, or I would also be happy with a refund of 4/5 of my total order. They are not willing to do either of those things.
Business Response
Date: 11/14/2022
Business Response /* (1000, 5, 2022/10/28) */
The customer's order is being partially refunded, based on the amount received.

Consumer Response /* (3000, 7, 2022/10/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received any notification of a correct refund, nor a refund on my card. I should be receiving a refund of 4/5 of the total payment amount based on what I received. Last I spoke to PSA, they only offered me a partial refund of 1/5 of my order because the listing for the product I ordered was mis-listed with the incorrect quantity(not my fault, problem, nor did I know when I ordered). After calling my card company and filing a BBB complaint PSA will not answer my call. Please email me to confirm the refund you are speaking of and specify the amount. As far as I can tell, there is no partial refund headed my way.

Business Response /* (4000, 10, 2022/10/31) */
The requested refund is $162

Consumer Response /* (4200, 12, 2022/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's been 5 business days since the PSA has responded here saying I would receive a partial refund. Still no sign of mentioned partial refund. I cannot close this case until it's received.

Business Response /* (4000, 14, 2022/11/07) */
This customer's refund was approved on the first of November. Refunds can take up to five business days to fully process, depending on the banking institute.

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Palmetto State Armory is BBB Accredited.