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
- 288 total complaints in the last 3 years.
- 77 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/19/2022
Type:Service or Repair IssuesStatus: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 Feb 28, 2022 I ordered a 22LR upper from PSA. Order # ***********. I received it, began using it and it jammed constantly, some so bad I had to remove the BCG to clear it. I called and got a RMA. I decided to wait a little longer to see if it needed breaking in more. That did not work. I decided to send it back and on June 24 PSA received my upper. On August 10 I went through online request form to check on it and got an email on the 11th that stated they had received my item and was evaluating it. Same response as the original response. Recently I have tried to contact them about my upper. You cannot get anyone to talk to you. I tried to message them on ******** on Aug 15th and got a response from someone that said there were multiple accounts under my name. They asked me for my email and order number. I gave them that and nothing! I tried today (19th) to find the account I sent the original message through but I could not find it. I went back to messages and tried to send one that way and message would not send. I think I have been more than patient with them. I have resorted to this as a last resort. They have my money and my upper!Business Response
Date: 09/26/2022
Business Response /* (1000, 5, 2022/09/21) */
A refund was approved for the customer's upper on the thirteenth of September
Consumer Response /* (2000, 7, 2022/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do have the refund. It would have been nice if they had let me know exactly why they refunded my money 9 days ago instead of replacing or repairing my upper! It is sad I had to resort to the BBB for an answer! Thanks BBB for the help.Initial Complaint
Date:09/16/2022
Type:Customer Service IssuesStatus: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.
September 2022 - Website issue, charging double. No help at all. I have tried ordering a rifle on website multiple times and each time when I select the FFL delivery place, it doubles the cost and adds another rifle to the order which cannot be removed. Clearly a website glitch. I have called customer service (on hold for 20 minutes each time). No one has answers or solutions to this or having the website glitch fixed. Customer service- no help at all only apologies no solution they say to "try again later, change your browser, change your device"" I have done all of this. I have asked to speak to a manager today 9/15/22 and was told that a manager will not reply to my concern/ issue.Business Response
Date: 09/26/2022
Business Response /* (1000, 5, 2022/09/17) */
If the customer is overcharged for a purchase, this can be refunded or rectified after the fact. This information was sent to the web design team, but without knowing what product is effected (or how the customer is attempting to access the website) this may take some time to discover. Management will not discuss website compatibility issues with customers, which is listed in our Terms and Conditions : "Palmetto State Armory is not responsible for website performance in any particular browser or in the inability for a user to use the website due to, but not limited to, internet connection issues, outages, coding issues, or compatibility."
Consumer Response /* (3000, 7, 2022/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Basically PSA has done nothing to fix the problem, I have called customer service multiple times I have given the SKU NUMBER (51655107322c) to the service person on the phone only to have them tell me they don't have access to the company website and cannot help me with the issue/ absolutely NOHELP.
Business Response /* (4000, 9, 2022/09/21) */
This sku will be provided to the web design team for investigation.
Consumer Response /* (4200, 11, 2022/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue has not been resolved as of 9/21/22. when the issue is resolved, then I will accept the resolution.
Business Response /* (4000, 13, 2022/09/23) */
Once again, if the customer experiences issues with their order, it can be rectified after the fact. Any issues in user compatibility are covered in our Terms and Conditions. We are considering this matter closed, as the specific SKU has been escalated to web design.Initial Complaint
Date:09/16/2022
Type:Customer Service IssuesStatus: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.
After having made multiple purchases before without any complications, this time I never received the order that was sent to my house through UPS.
When calling palmetto they told me that ups rejected the claim because I was ups choice and therefore no one would be responsible for the loss of the package.
The package was sent without a signature required, that is, it does not matter if I was a Ups Choice member, the package would be left at the door of my house anyway!
customer service, apart from waiting 45 minutes to be attended, they have no empathy with customers, they are rude and practically leave you talking alone and block the call. This is the worst experience I have ever had!
the policies implemented by palmetto are in such a way that they do not pretend to protect the clients and only protect the company.!Business Response
Date: 09/21/2022
Business Response /* (1000, 5, 2022/09/17) */
We are unable to open UPS Claims for customers that have UPS MyChoice accounts. Any of these claims must be opened directly with UPS, per the UPS MyChoice agreement set with the customer. We cannot assist with this refund.
Consumer Response /* (3000, 7, 2022/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They never request a signature for this shipment.
They cannot pretend to give all the responsibility to ups and claim that they will not be responsible.
I don't request a refund, what I want is the product I buy and for Palmetto to be more responsible with its customers
Business Response /* (4000, 9, 2022/09/20) */
We do not have signature requirements on our packages, due to extreme customer demand.Initial Complaint
Date:09/14/2022
Type:Customer Service IssuesStatus: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 September 11 I placed a order through this company but received no conformation number that I could use the contact the company. Their customer service department seems to be non existent. And they have already taken the money from my account and my bank is unable to return it to me. I've been cheated and just want my money or the product I have paid for.Business Response
Date: 09/26/2022
Business Response /* (1000, 5, 2022/09/16) */
This customer was notified over phone that there is a typographical error on their email address used to make the order. They were notified the order was shipping to the provided FFL. The customer's order is slated for delivery on the 20th of September.Initial Complaint
Date:09/08/2022
Type:Delivery IssuesStatus: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.
After receiving my order from Palmetto State Armory (PSA), I had to return if for repair/replacement. It was received by PSA 26 August 2022. Since that time, I have tried numerous times to contact PSA with their on-line website contact form without PSA response. Phone calls to PSA are simply not answered. Use any selection in the phone tree and all you get is music until you tire and hang up.
I've done business with PSA in the past and they have never avoided providing customer service. I don't know what's the problem, but I want my goods or my money back.Business Response
Date: 09/13/2022
Business Response /* (1000, 5, 2022/09/09) */
The customer has been contacted, stating the item was received by repairs, but has not been completed at this time.
Consumer Response /* (2000, 7, 2022/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
Date:09/08/2022
Type:Delivery IssuesStatus: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 08/04/22 I placed an order for a Bolt Carrier Group, Carry Handle and Charging Handle from Palmetto, order number being XXXXXXXXXXX. I received an email on 08/09/22 that the Carry Handle and Charging Handle had shipped, tracking # XXXXXXXXXXXXXXXXXXXXX. The next day, 08/10/22 I received an email stating the Bolt Carrier Group had shipped, tracking # XXXXXXXXXXXXXXXXXXXXXX.
I received the Bolt Carrier Group on 08/12/22.
I have never received the remainder of my order. I called customer service on 08/15 to inquire about the remainder of my order since according to the tracking # from USPS they had never received the package for shipping, only that a shipping label had been created. I was told it was shipping later in the week.
Since that date I have emailed them twice and gotten the same response both times, that since it was being sent USPS it would be 30 business days before they could do anything with the order. In the 2nd email I explained that IF USPS had received the package I could understand the wait to see if the package showed up, but that according to tracking information all that had ever been done was to create a shipping label!
I would very much appreciate a resolution to this by having the parts I ordered and have already paid for shipped as soon as possible. Thank you.Business Response
Date: 09/13/2022
Business Response /* (1000, 5, 2022/09/09) */
For any replacement order lost by USPS, we must have a physical address to ship the order via UPS. If we cannot ship via UPS to a physical address instead of a PO box, the items will be refunded.
Consumer Response /* (2000, 7, 2022/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This seems like a reasonable course of action. I didn't include my physical address on my order because we have no mail delivery where I live. All USPS deliveries are by P.O. Box. I will send my information to Palmetto and also include it in this response. Thank You.
******** ******
XXXXX ** *** **
Apt.*
Salvo, NC 27972Initial Complaint
Date:09/02/2022
Type:Customer Service IssuesStatus: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 was try to complete a dagger compact pistol build.
I ordered the slide with red dot thru order XXXXXXXXXXX on 8/12/22
I then tried to order a complete grip with Zev trigger but the order would not go thru. So i ordered a barrel and recoil spring and a couple of mags thru order XXXXXXXXXXX on 8/28/2022.
I called the company to find out why they wouldn't ship me a complete grip and they could not give me a answer. I called my local ATF to verify that it was a legal purchase and it is. I have called 4 times and all i keep getting is a customer service team lead will call me back. I have also done 3 chats with them all being cut off. I now have half a gun and the company will not help me or give me a good reason why they wont help me. Yet the website will let me purchase a whole gun but not a grip.
Please let me send back the items i purchase so i can purchase a complete gun. I feel like palmetto is taking advantage of me by not letting me purchase the part to complete my build. Yet they have no problem letting me buy a whole gun and losing the money ive spent on the slide red dot recoil spring and barrel.Business Response
Date: 09/21/2022
Business Response /* (1000, 8, 2022/09/08) */
The customer can return the products they've purchased for a full refund if they were delivered within thirty days of their return request.
We are currently investigating the state compliance restrictions for the customer regarding their inability to purchase the frame.
Consumer Response /* (3000, 10, 2022/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please provide a store credit as part of the order was paid for by a gift card I no longer have. Get me a return label I'll ship the items back and just purchase a complete gun.
Business Response /* (4000, 12, 2022/09/12) */
The customer has been issued a return merchandise authorization for their orders. They will not be issued a return label. Their return cases have been noted that the refund must be as store credit.Initial Complaint
Date:08/31/2022
Type:Delivery IssuesStatus: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 8/23/2022 I ordered 2 boxes of rifle ammunition from Palmetto State Armory (palmettostatearmory.com).
On 8/30/2022 I received only 1 box of ammunition with the packing list showed 2 ordered and 2 shipped. I have sent their customer service a message. But knowing my luck they won't believe me and I'll have to eat the other box of ammo. I had heard about them messing up orders, but haven't heard if they rectify their mistakes. I asked them to refund the money for the remaining ammo, because I didn't want to wait another week for the package.Business Response
Date: 09/21/2022
Business Response /* (1000, 5, 2022/09/01) */
We have requested a refund for the missing box of ammunition
Consumer Response /* (3000, 7, 2022/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The credit card that was used has since been canceled due to an unrelated situation. So the refund would need to be issued via check. If that is a ok with them I would accept.
Business Response /* (4000, 11, 2022/09/12) */
This refund has already been approved to the purchasing account. If the card number has changed but the account is the same, the refund will apply.Initial Complaint
Date:08/29/2022
Type:Product IssuesStatus: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.
Hello my name is ****** ****** I recently ordered a
dissipator from you guys first the gun came with a few
scratches I didn't think to much of it, then it didn't come
with the carry handle so I had to contact customer service
just to get a carry handle sent to me since I didn't receive it
with my gun which I felt was false advertisement because I
bought then gun just for the carry handle, then when I
finally go to test the gun out it will only shoot once and
won't chamber the next round I tried oiling it down,
changing mags, nothing works I payed maybe almost 700$
for this gun and I feel like I've been scammed and it's only
been problems with me, this is the second firearm I
received from palmetto that gave me issues. Please help
me in any type of way is there anyway I can receive another
gun that's the same I receive or can you guys fix it, I've
only had this gun for maybe 2-3 weeks.
The transaction was august 5,2022
The amount I payed was 685$
The order number is XXXXXXXXXXX
The gun is from Palmetto State ArmoryBusiness Response
Date: 09/07/2022
Business Response /* (1000, 5, 2022/08/30) */
The customer's product is covered under PSA warranty, and they have been set up for repair on their complete firearm.Initial Complaint
Date:08/29/2022
Type:Customer Service IssuesStatus: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 was visiting the palmetto state armory on Woodruff Road in Greenville South Carolina, looking to buy my first rifle on 8/26/22. While in store looking around, i noticed employees continuously glance at me while whispering to other employees. The first time i didn't think anything of it, as i continued to shop i noticed two other employees glancing and whispering. I walked a little closer and heard a tall older but bigger gentleman whisper " yeah they're in here scaring other people from buying guns" to another employee. This is unacceptable that as a black male I have to feel uncomfortable while attempting to purchasing something for the safety of my home. I'm not sure what to put as the desired resolution but I would like a corporate associate or store manager to figure that out.Business Response
Date: 09/07/2022
Business Response /* (1000, 5, 2022/09/01) */
The customer's information will be sent to customer service management for investigation. If the customer would like to leave a direct review for this storefront location, one can be completed at the following link : https://www.google.com/search?q=Palmetto+State+Armory+-+Greenville
Consumer Response /* (3000, 7, 2022/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not satisfied because nothing has or will change, the amount of hostility I experienced in the Palmetto State Armory is unacceptable. Weapons are used to protect the home and self. If i can't go into my local armory and feel comfortable purchasing a weapon to protect my family then there's a problem. To resolve this issue i would like to be in contact with corporate via phone call, Or In person but i will not be satisfied until the environment change
Business Response /* (4000, 9, 2022/09/06) */
If the customer posts a public review on the storefront page, this information will be addressed with storefront management and corporate.
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