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

  1811 Sally Hill Farms Blvd Florence, SC 29501

  
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  Palmetto State Armory

  358-A Browns Cove Rd Ridgeland, SC 29936

  
• 

  Palmetto State Armory

  914 Frontage Rd E Myrtle Beach, SC 29577-6700

  

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:08/25/2022

  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 the shot gun 072122 got without issue. it is a very pretty piece. it does not chamber anything but birdshot. states in manual it will fire buckshot and slugs and youtube vids showing fact. this gun will not chamber buck or slugs or any high brass bolt and lever will not close. and to top it off extractor chipped after 20 rounds of birdshot. i just want to return it get my money back but palmetto will not send me the return label. ive called or chatted 6 times in last nine days. seriously how long can it take to send a return label in an email if they stated no returns on fire arms ok but every time i call we will rush it and i get nothing if they dont send me label then im forced to try to get warranty thru black aces and that coud take a month. just want a refund from palmetto ive spent a lot of money there. seriously how long can it take to process a shipping label and send it to me 5 minutes come on palmetto i didnt want to have to do this. but here i am.
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/29) */
  The customer has been sent the label to return this product for refund.
  
  
  Consumer Response /* (3000, 7, 2022/08/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Yes I finally received the label after 10 days and 10 calls for mails and chats. I'll accept a resolve after I see the refund in my account I have no faith in this company at this time. I sent it via ups last Thursday will see what happens.
  
  
  Business Response /* (4000, 9, 2022/09/01) */
  The customer's refund has been requested at this time, and should post to their account in up to five business days, depending on the speed of their banking institute.
  
  
  Consumer Response /* (4200, 11, 2022/09/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I received an email stating a refund was issue I will accept when I see the refund no finds as of 9/02

• Initial Complaint

  Date:08/24/2022

  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.

  The gun I ordered did not have the sights described on the web page. It had only one picture so I could not see the sights at the angle of the picture. If it had more pictures I could have seen it was not sight ready as I wanted. Two answers to the question about the sights described it as having the sights. Now they say they can describe things anyway they want and change it later and it is to bad for me per the terms of service. And though the gun is still new they will not take it back.
  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/25) */
  The customer's firearm was transferred, so it cannot be returned for refund or exchange.

• Initial Complaint

  Date:08/24/2022

  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.

  May 10th at 9:19am I placed an order with palmetto for 200 rounds of Browning TSS 12 Ga ammo for .98 cents a round, 45 minutes later I received an email stating the product was out of stock and fell into back order status and did not know when the items would be back in stock so they were going to issue a refund "5-7days". I went on the site and done their "notify when back in stock" feature. 2 hours later I get a notification that its back in stock so I place my order again but could only get 150 rounds, so at 1:49 the same day I place my second order. Exactly 1 hour later I receive another email that the item is out of stock and I would be refunded again in 5-7 business days. They get to use my $350 for 5-7 days for free??? So I do the notify me when back in stock feature. The next morning I see its back in stock "never received a notification". So at 8:23 the next morning I place my order the third time for 200 rounds. Keep in mind the listing is the same all 3 times "50 rounds, .98 cents a round and 5 to a box 10 boxes to a case". It delivers on Saturday in a small box with four 5 round boxes. Monday morning I call and explain. The item is out of stock so all they said they could do was issue a refund for the 36 boxes i didnt get. On Wednesday they want me to send screenshots of the listing because they had already changed it. So while on the phone I email pics to them and they pull up the email while Im on the phone. They say its definitely was what i said and again said i would be refunded. On 5/23 I call to see the status because i hadnt been refunded on any orders and they tell me it was mislisted and i wasnt going to get a refund. I asked to talk to a manager and was told they would have to call me back. An hour later I received a confusing email and so I called back wanting to talk to a manager and have called back multiple times because no one would call me. To this day no phone call and no refund. 40-50 orders with zero issues. This was my last resort.

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/08/25) */
  The cost of this product has been updated on our website at this time. The customer will receive a refund of 156.76, as the item cost for this ammo is now listed at $9.80 per box.
  
  
  Consumer Response /* (3000, 7, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hoooooooouuuuuuuurs on the phone with these people. And this just adds to the unbelievable things that this company has forced their people that work the customer service to do and say, even though you could tell that they didn't believe this was right what they were having to tell me. Even at one point they said they were going to open an investigation with fedex saying they sent out my product and fedex lost part of it. (Me assuming just to get me off the phone and I would forget or lose interest and say forget it). I said well I can do your investigation for you in about 20 seconds. And they said how's that? I said the most important part is the shipping label that you created states that the box only weighed 3.1 lbs when shipped and 200 rounds of shotgun shells weigh closer to 31 pounds so that shows me there were 4 boxes instead of 40 boxes. I said that's probably a waste of time but do what you want. So moving forward with your response on finally making this right after 3 months and me having to get BBB involved. First off the math on the refund, just to put it bluntly is wrong. I don't understand where you're coming up with that math. I ordered 200 rounds and received 20. That's 90% of my order that I did not get. At .98 cents a round I received $19.60 on a $204.46 order. So if you take the $19.60 off of it and stick me with the full amount of shipping of $8.50 that leaves a total refund of $176.36 AT THE BARE MINIMUM. Keep in mind I would've never ordered it at $9.80 a round. Which brings me to your second mistake in your looooooooooong 3 line response. ITS NOT $9.80 A BOX. ITS $9.80 A ROUND. I can promise that I will never tell a soul about anything this place is selling from this last order going forward. I told 3 other people about this deal and has caused a lot of backlash from them because of this. One of them had to get BBB involved to receive a refund and that's how I ended up here. The other 2 guys who ordered, I'm assuming is like a majority of the people out there and just threw their hands up and went on. This is my first time having to get BBB involved and have never had any company like palmetto state armory treat me the way this company has. At this point I have no clue what it's cost me in the headache and hours of messing with this.
  
  
  Business Response /* (4000, 9, 2022/08/29) */
  the SKU ordered by the customer, XXXXXX, has been updated to show a five round box at $9.80 per unit. The refund has been applied based on this website update.
  
  
  Consumer Response /* (4200, 11, 2022/09/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I dont really know what to take from the email as to whether I accept your offer or not. It doesnt say what I will be refunded. I can see why none of these managers will ever return a phone call to customers, after reading multiple BBB complaints of zero phone calls back, if this is the response they come up with. From what me and a person at BBB is understanding with the last email is that since the price is now updated on the site that I will be refunded based on that. Based on the website update "your words" Im due $1764. So let me know how much Im being refunded so we can close this out or we can keep going only hoping on my end theyll post this whole interaction on the BBB site so people will see what kind of crazy train this company has turned into. I used to love to see the emails almost daily but now it is only a reminder of how annoying this has been for months. Not a positive thing for me anymore. I used to talk about palmetto deals to other people all the time. Never again and let me remind you if this hasnt sunk in yet that yall have had months to fix this mistake. Im beyond ****** at this point.
  
  
  Business Response /* (4000, 13, 2022/09/02) */
  There are three orders for this product under the customer's name. Two of these orders (costing $155.47 and $204.46 were closed and refunded. This third order (costing $204.46) will be refunded in full. The requested $1764 is more than the customer has spent on these three purchases.

• Initial Complaint

  Date:08/19/2022

  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 upper receiver on the 8th, and it shipped the 11th, I ordered a lower receiver the 9th, and it has NOT SHIPPED. I ordered a sling last night on the 17th, and it shipped today. I want what I paid for to be shipped as fast as the other two.
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Firearms (including lowers) can take up to ten business days to process for shipment.
  
  The customer's item is in transit with UPS tracking number ******************

• Initial Complaint

  Date:08/16/2022

  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 purchased a brand-new PSA dagger pistol on 6/19/22
  When I receive the item it was used
  The company apologized and took back the used upper barrel and slide and then sent me out a new barrel/slide which was the wrong model?
  I sent that back and requested a manager to call- no manager called!
  I then received a new barrel/slide but there was problems:
  No sights
  No spring/follower
  No internal parts whatsoever just an empty shell!!!
  I called again and requested a manager to call me and no manager ever did!
  I now called the company again and as usual you get put on hold for about an hour before they pick up !!!
  requested for the third time a manager to call me back and again nothing!!
  I've been dealing with this for 7 weeks now PSA shame on you what a horrible company!
  -The pictures I submitted are what PSA is calling a brand new firearm
  They call it customer service I think it's called no service
  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/19) */
  Replacement parts are being sent to the customer at this time with UPS tracking number XXXXXXXXXXXXXXXXXX

• Initial Complaint

  Date:08/09/2022

  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.

  Where do I even begin with this place. We bought an akv (their most expensive top of the line version) and when it came we didnt know it only had 1 mag so we decided to buy a few more. Then several days later figured since nothing shipped might as well buy a few more on top of that. Tried calling in but nobody answers the phone. Tried ******** messaging and even did the leave a message thing on their site got no reply. Oh well paid for extra shipping and ordered even more. Weeks go by and I start to get flustered because nothing has shipped (they will use an excuse that they are shipping to washington first but i have a friend who lives right by me that ordered the same stuff after me and already got his in the mail) so I called in a bunch of times finally got someone who promised they would have a manager call me back in 24 hrs and shocker nobody called me back. Waited even longer and called in again got the same response they promise someone will call me nobody ever did again! Literally a month later I finally get the items I ordered that were in stock when i placed the order. Fast forward a couple weeks I get an email regarding a bad review I left (which they deleted of course to hide any negative publicity) and a guy on there says oh whats going on and can you give me your number so I can call you, so I bleed my heart out to this person and left my number and I know fool me three times shame on me but this person didnt even care to call me or reply back. Thanks a lot for taking my money for a month and charging me double for shipping. To top it all off they had a sale right after this where you get the same akv INCLUDING 10 MAGS for 50 bucks cheaper than I paid for just the rifle! I called back and asked if theres anything they could do after all this and they said no it has to be within 30 days gee great customer service. They make me so mad for blowing me off and that head guy not caring enough to get back to me that they deserve a complaint like this.
  

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/08/10) */
  There is not an order in our system under the customer's email address or name for an AKV firearm. There are two orders in our system for magazines.
  
  Regarding the sale price time frame, Palmetto State Armory does not honor sale price changes that occur more than 30 days passed the point of sale. Furthermore, these sale prices must be for the exact SKU.
  
  
  Consumer Response /* (3000, 7, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Typical response by a company that doesnt care about its customers. I just stated that one of your senior leadership team had reached out to me and asked what happened and wanted my number to call me back and then just blew me off and didnt even follow up and this is how you respond? Of course you reply like that instead of an im sorry or oh man that sucks can we help now?
  
  
  Business Response /* (4000, 9, 2022/08/15) */
  Without the order number for this firearm, we cannot provide further assistance with the following claim. Can you provide the order number from your online purchase?
  
  
  Consumer Response /* (4200, 11, 2022/08/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I dont want to go back and forth on here you already made it clear you dont care to help me but I still dont get why this gentleman Jeremy S**** emailed me saying he was going to help me and them blew me off. Are you above him in the chain of command? If so youre welcome to call me. If not then lesson learned on my part trusting you guys.

• Initial Complaint

  Date:08/09/2022

  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.

  Ordered a taurus g2c from them on july 1st, was supposed to come with 2 twelve round mags. They removed the mags for compliance, but as i pointed out to them they were perfectly compliant in my state. After sending them my state legislation on the matter they ignored me entirely.
  

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/08/10) */
  PSA Terms and Conditions state they will not ship any magazines over ten rounds to the state of Vermont. The customer sent a message regarding state law allowing fifteen round magazines for pistols, however company policy supersedes local law. If the customer has not transferred the firearm, it can be returned for refund.

• Initial Complaint

  Date:08/05/2022

  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.

  I placed an order on July 22, 2022 with Palmetto State Armory (PSA) in the amount of $3,264.19 USD. The order was for 10 Optical Scopes & 10 Scope Mounts for said scopes.
  
  I received a parcel from PSA this past Saturday night (7/30/2022) - however, it was missing HALF of the order - ALL of the Scope Mounts were missing. I couldn't reach anyone at PSA until Monday to bring up their oversight.
  
  On Monday 8/01/2022, I called PSA to inform them of the missing Scope Mounts, and to ask them to ship said missing items - hopefully via an Expedited method - as they had made the error, I felt it was the right thing to do (I felt I shouldn't have to wait an extended period - waiting for THEM to "make it right"). However, I was informed - SEVERAL TIMES - that they "NEVER EXPEDITE ANYTHING." So I asked if they could at least make sure they could get them shipped that day. I was told "Probably not; it normally takes 3-4 days to ship, but she would ask."
  
  I then asked to speak with a Supervisor - I was told I couldn't, they were all 'in a meeting'; but that "I would get a call back" - however, I NEVER DID GET A CALL BACK.
  *I've called back EVERY DAY this week asking for a Supervisor - to get a Tracking Number for the Scope Mounts. Each time receiving the same response, with the same promise of a call back - WITHOUT A SINGLE CALL BACK.
  
  Today I received a PSA e-mail with a UPS "Return Label" - but with NO Explanation. So I called to ask why I received it... I was told: 'To return ALL the scopes - because we cannot send you the MISSING SCOPE MOUNTS." This was the FIRST I had heard that even though I was PROMISED THE MISSING SCOPE MOUNTS WERE ON THEIR WAY, it was ALL UNTRUE! And that they had NEVER EVEN BEEN SHIPPED!
  
  I AGAIN asked for a Supervisor / Mgr - and AGAIN was told they were ALL unavailable.
  
  I am at my wits end. I have called DOZENS of listed numbers for PSA. I do NOT want to return the Scopes - I simply want the MISSING Mounts. Please help!
  

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 5, 2022/08/05) */
  PSA Customer Service received notice from the customer they received 13 optics and no optic mounts. The customer was sent a return label to have three optics returned and ten optic mounts shipped on arrival. The customer can also use this label to return all of their received product for a full refund. The label can be used for either of these options. The three additional optics received must be returned for the exchange to take place
  
  
  Consumer Response /* (3000, 7, 2022/08/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The above response was NEVER communicated to me. How was I supposed to have known their intent without a single person/representative from PSA NEVER ever having communicating their purpose for sending me the UPS Return Label?
  
  Further, WHY was I LIED TO REPEATEDLY?? Each and EVERY SINGLE DAY THIS WEEK - Monday, Tuesday, Wednesday AND Thursday - when I called, I was told that the "10 Missing Mounts HAD BEEN SHIPPED." It was only when I brought the "Return Label" up, that the Rep advised that the Missing Mounts had NEVER BEEN SHIPPED.
  
  Irregardless of all the LIES and EXTREMELY BAD "Customer Service" from the PSA Warehouse, I managed to reach their Corporate Customer Service Manager - Mike P***** today (Friday 8/05/22). He was able to resolve the issue for me - apparently, NO THANKS to anyone at the Warehouse (sadly).
  
  Obviously, PSA has a LOT of work to do - in order to bring their level of service up to a "5" or "6" (on a 1-10 scale).
  
  As such, I no longer need anyone at the PSA Warehouse to get involved - the aforementioned Customer Svc Mgr (Mike P*****) has just forwarded the Overnight Tracking Number to me for REPLACEMENT 10 Vortex Mounts.
  
  I would however urge BBB to follow up with PSA to insist that PSA take immediate steps to improve their very poor Warehouse service.
  
  - ** ******

• Initial Complaint

  Date:08/05/2022

  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.

  I've provided all the emails sent by palmetto state armory. I've done business with them for years I know they're a good company but I either want my package, the parts kit, or a refund. I received the other package but not the parts kit.
  

  Business Response

  Date: 08/11/2022

  Business Response /* (1000, 5, 2022/08/05) */
  We have requested a refund of $330 for the missing rifle kit. This refund includes sales tax and shipping for this product as well.

• Initial Complaint

  Date:08/03/2022

  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.

  On June 20, 2022, I placed an order with Palmetto State Armory (PSA) that is located at 3760 Fernandina Road; Columbia, SC 29210. Here is my Order # XXXXXXXXXXX! On July Thursday, July 7, 2022, I received an email that my order was delivered to the Federal Firearms License Dealer I selected, which is All Pawn & Guns in Maryland.
  
  On Monday, July 11, 2022, I reported to All Pawn & Guns to start the process that would transfer the firearms (handguns) I ordered into my name. Upon my arrival there, a staff member of All Pawn & Guns informed me that PSA didn't ship the magazines for each handgun which is a total of seven (7) magazines.
  
  I contacted PSA regarding the issue of not receiving the magazines. The PSA representative listened to my complaint and put me on hold to speak with a supervisor. When the male PSA representative returned, he informed me that I had three options which included 1) returning the items for a refund, 2) receiving a gift card or 3) have the magazines shipped to my FFL Dealer All Pawn & Guns, if they would accept the magazines and properly transfer them to me according to state law. Also, the PSA representative informed me that his supervisor approved the latter, which was for the seven magazines to be shipped to my FFL Dealer All Pawn & Guns.
  
  On Saturday, July 23, 2022, I visited my FFL Dealer All Pawn & Guns to retrieve my three (3) handguns which were ordered from PSA only to discover that PSA failed to ship the seven magazines. Consequently, on Monday, July 25, 2022, I filed a complaint with PSA regarding the company's failure to send the magazines as requested and as stated that they would be sent by a PSA staff member. As of today, Tuesday, August 2, 2022, PSA hasn't responded to my July 25th complaint. The company PSA can resolve this issue by sending 7 magazines or sending a $300 gift card.

  Business Response

  Date: 08/11/2022

  Business Response /* (1000, 5, 2022/08/03) */
  The magazines were removed from this customer's order due to their state of residence. We list in our Terms and Conditions :
  
  Palmetto State Armory abides by all state regulations regarding the sale of high capacity magazines. We DO NOT ship high-capacity magazines with firearms to the states listed below. We WILL NOT replace high capacity magazines with state compliant magazines. We DO NOT offer refunds in place of the magazines.
  
  For the state of Maryland, we list the following :
  
  Maryland -- No magazines greater than 10 rounds October 1st, 2013.