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
- 291 total complaints in the last 3 years.
- 76 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:08/02/2022
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 july 5 i ordered some gun parts from Palmetto and it said two weeks then i was told it was shipped and then it said it was delivered but some were missing and they said they couldn't do anything about it because there was still an outstanding shipping number, well that outstanding shipping number was cancelled! well i have called multiple times and no response also have filed 5 complaints on their website with no response! I just want the stuff i ordered!Business Response
Date: 08/11/2022
Business Response /* (1000, 5, 2022/08/03) */
the customer's replacement item is in transit with UPS tracking number XXXXXXXXXXXXXXXXXXInitial Complaint
Date:08/02/2022
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.
Palmetto State Armory not honoring their own Product Price and Specifications terms on their website. I bought an item on 07/17/2022, the product is on sale today for $30 less than I paid. I called their customer service line and they said they will not reimbursement the $30 difference even though their terms state "If you have placed an order and the price drops within 30 days of your order date, Palmetto State armory will offer a credit for the difference upon your request.". They told me they will not do any of the sort because I already bought a sale item.. yes.. I did.. I paid $99.99 during their freedom week sale for an item that is normally $129.99. But that item went on sale further to $69.99. I am still within my return period of 30 days... therefore, I can simply return the item, and re-purchase it for the lower cost, however, I should not have to do that as the consumer... The customer service rep had me on the phone for 15 minutes just to tell me I can't get the price match.. and then I asked for a manager and she refused to let me speak to someone else.. Just want them to honor their own publicly posted terms and conditions. Receipt and current price attached as PDFs.Business Response
Date: 08/11/2022
Business Response /* (1000, 5, 2022/08/03) */
The customer's invoice shows the product was listed at $99.99 and had an additional thirty dollar discount, reducing their paid cost to $69.99. The customer did receive this product at the sale price it is currently at. We cannot offer a further price reduction. The customer will be emailed a copy of their invoice for clarification.Initial Complaint
Date:08/02/2022
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 July 4 ,I bought and paid for a shotgun from palmatto state armory order #XXXXXXXXXXX they have not shipped my item. in 2 days it will be 1 month I have spent hours on the phone trying to reach them they have zero customer service after contacting bbb palmetto state armory told them that the item was delivered to the ffl on 8 July.on Aug 2 I called the ffl gunns too X-XXX-XXX-XXXX lenoir nc and talked to shop manager Bobby he checked no such item was delivered to them .the item that I bought and paid for has even been cheaper in the last 30 days still no delivery of my item.i have tried multiple times to update my email with palmetto not possible using their poor system. In summary the bbb should not allow palmetto state armory treat customers like this and still give them good ratings .thank you for your time have a nice dayBusiness Response
Date: 08/11/2022
Business Response /* (1000, 5, 2022/08/03) */
The customer's billing and shipping state are not the same, which has flagged their order. The customer will need to provide confirmation they are a resident of the shipping state to proceed with the order. The customer was emailed on their account email address, *************@gmail.com, but this was rejected in a server error. The email will be forwarded to their AOL account.Initial Complaint
Date:07/29/2022
Type:Customer Service 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.
Placed a order for a firearm on 7/23/2022 during the "Freedom Week Sale" and been waiting for the product to ship only to find out that PSA canceled my order without informing me for unknown reasons when I recently checked my order status. Not sure why that happened but currently waiting on my refund which is unfortunate because I was looking forward to my first purchase from this company since I heard and seen good reviews on their products.Business Response
Date: 08/05/2022
Business Response /* (1000, 5, 2022/08/01) */
This customer's order was flagged as fraudulent in PSA's internal system. If the customer contact's PSA customer service directly regarding the error on their account, this can be lifted after a security check.
Consumer Response /* (3000, 7, 2022/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I tried contacting customer service and I was unable to get in contact with anybody for hours and also, how was my order flagged as "fraudulent" when that was my very first purchase from the company and why wasn't I contacted first to prove that it was actually me behind the purchase?
Business Response /* (4000, 9, 2022/08/03) */
We have sent the customer's information to our fraud team for further investigation. The order cannot be reopened, but new orders can be placed.
Consumer Response /* (2000, 11, 2022/08/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
At this point I've received my refund and I'm over the whole situation definitely a bad first experience with this company might try them again sometime in the future but definitely not anytime soon.Initial Complaint
Date:07/29/2022
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 on the phone twice attempting to complete an order and your website was a mess as it would not allow me to purchase the Tomb of The Unknown Soldier pistol that was in my cart, and I have proof of it. Your operator would not take my credit card to order it, so I attempted to purchase it via the website. I tried NUMEROUS times using different browsers and called back again waiting for help and she told me to do what I had already done. I gave her my email address and she said she would get back to me on the problem.
I just tried to order again and now it says they are out of the product I tried for hours to buy!! This is ridiculous beyond belief and feel your customer service could be better as I was very disappointed.Business Response
Date: 08/11/2022
Business Response /* (1000, 5, 2022/08/01) */
Unfortunately, our website runs off of a live inventory, and if a great deal of people have a warning alert set on a popular item, the item can sell out incredibly fast.
The sales price will more than likely not carry over when the product comes back in stock.
Consumer Response /* (3000, 7, 2022/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They said a supervisor would call me back twice and took down my info and nothing has been done, I was hung up on twice and no one wants to discuss this with me as well.
Business Response /* (4000, 9, 2022/08/03) */
The phone calls received from the customer's provided phone number will be reviewed and the representatives in question will receive further coaching regarding the issue at hand.
Consumer Response /* (4200, 11, 2022/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received any attempt by a supervisor to contact me, I find it very odd for a business to refuse to provide a supervisor to talk to about any matter. Why was I hung up on twice and yet no one cares?
Business Response /* (4000, 13, 2022/08/09) */
The customer's information has been addressed with CS Management. Regarding the initial issue of inventory levels, this would not typically warrant a supervisor escalation, as the item was in limited quantity and sold out. The Company cannot accept phone orders for security purposes.Initial Complaint
Date:07/27/2022
Type:Customer Service 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 6/20/2022 I ordered the following as a single order:
1ea Bond Arms Old Glory Package 1 .45 LC/410 Gauge/.38 Spl/.357 Mag Pistol - PKG1
2ea Magtech 38 Special 158gr LRN Ammunition 50rds - 38A
2ea Ammo Inc Signature 250 gr TMC 45 Colt Ammunition, 50 Rounds - 45C250TMC-A50
PSA split this into 2 orders:
XXXXXXXXXXX for $169.02 (ammo)
XXXXXXXXXXX for $597.09 (gun)
I went to pick up item at sellers place of business in Summerville, SC. Seller had wrong item, armed sales rep aggressively tried persuade me to take the item (of significantly lesser value). I have emails from manager @ Seller admitting to mistakes on their part, but not offering any solution. I also have full documentation as to what item was purchased and what item they tried to force me to take instead. At this point I would also dispute the ammo & shipping that I bought for use with the gun purchased, as I have no need of that since I don't have a gun that will use it. (It was all done as a single purchase from my side, the seller broke it up into multiple to support separate shipping addresses.)
I am attaching:
1.) email thread with local store manager
2.) receipt which shows purchase of: "Bond Arms Old Glory Package 1 .45 LC/410 Gauge/.38 Spl/.357 Mag Pistol - PKG1"
3.) Description of package from PSA's web site at time of purchase & Description of product from upstream vendor's web site.Business Response
Date: 08/25/2022
Business Response /* (1000, 9, 2022/08/03) */
The firearm has been consolidated into storefront inventory and the customer will receive a refund of their purchase price for the firearm
Consumer Response /* (3000, 11, 2022/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am ONLY good with a refund for the firearm & ammunition that was purchased with it. I have no use for the ammo since they are canceling the order. Only thing that is acceptable is 100% refund of both gun & ammo with PSA paying for all shipping. At this point I should also get a gift card since that have dragged this out and held my money the whole time.
They never have actually offered me the item that I purchased, this fact was confirmed by store assistant manager.
Business Response /* (4000, 15, 2022/08/09) */
This customer was sent a return label for their ammunition to be returned for refund.
Consumer Response /* (4200, 17, 2022/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To date Palmetto State has not refunded the ammo or shipping cost. This has to be a full refund since they did not deliver the product as promised.
Business Response /* (4000, 22, 2022/08/17) */
The customer's information has been sent to our finance team to address the missing refund discrepancies. We have requested full refunds for the customer's purchases.
Consumer Response /* (3000, 29, 2022/08/23) */
Received the refund on the ammo. STILL missing refund for shipping on the gun that you never delivered.
Business Response /* (4000, 31, 2022/08/24) */
The customer's information has been sent to our finance team to address the missing refund discrepancies. We have requested full refunds for the customer's purchases.
Consumer Response /* (2000, 33, 2022/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Finally received all refund. Only took PSA 2 months to do what should have taken 2 days.Initial Complaint
Date:07/27/2022
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 placed an order with palmetto state, they only shipped 1/2 of what I ordered. The next day I called and a guy named Randy said he would overnight the missing items, the next day I called to follow up and they had canceled my order. I requested to speak to a manager. The lady said she would have someone call me that day. I never received a call that day. The next day I called and they lady said I would be getting a call that day from a manager before their business closed that day, I did not. I called yesterday and the lady in the morning said the manager would call me by 2 pm. I called at 3:30 asking what was going on, the man on the phone said she was too busy and would call me the next morning first thing. She hasn't called. Today when I called the guy said she would call me and hung up on me. I just want my product I've been waiting for and they won't ship it to me.Business Response
Date: 08/05/2022
Business Response /* (1000, 5, 2022/07/27) */
At this time 7/27/22, we have arranged to have the item sent out to the customer. We sent the customer an email on 7/27/22 explaining that the parts are being sent out to him along with the tracking number. We reached out to the customer by phone and expedited the customers' order.Initial Complaint
Date:07/22/2022
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.
Store had a sale for surefire flashlight. total order .$638. If you bought one you get a free surefire switch with order (I have copy) order arrive late with no free switch. Contacted Pametto told them the issue and told them I had the ad to verify .Sent ad in as instructed .No reply s. Re contacted new email was told I was suppose to add switch with my order at the time of order. Usually its automatically included. There were no instructions to do so and I dont know which surefire switch was added so it would have been impossible. I asked them to send my switch and they reply the only course would be to return Qty 2 light in original boxes undamaged.I don't have the boxes anymore. This is false advertising. They need to honor there advertising.Business Response
Date: 07/29/2022
Business Response /* (1000, 5, 2022/07/26) */
After reviewing all of the information surrounding this case. A daily email was sent out on 6/15/22 which was a day before the customer placed the order. In this email, the picture did have a switch with it. Per our terms and conditions: "Palmetto State Armory reserves the right to edit, change, or clarify descriptions at any time to correct errors in product listings or reflect changes in circumstance. In the event of inaccuracies in the description of an item, we reserve the right to remove the conflicting information once notified. We make no warranty on the accuracy of a product listing when a conflict in the product information is present. Photos are provided for general identification purposes only and may show optional or additional pieces for illustration purposes. Please refer to the product description for details." If the customer would like to return the item for a refund they could do so at this time.
Consumer Response /* (3000, 7, 2022/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Never received any emails, notifications at the time about inaccuracies before or after the order was made. In fact if they knew this a letter should had been sent out notify people who order this of the issue.It was several weeks before I received order. I clearly under stand additional pieces for illustration purposes may be shown. But The picture has a addition to it. "It clearly states in Bold Red letters" "Buy One Get one Free" no miss understanding the meaning of that. The business has a responsibility for miss-advertising. At no time did they edit, change, or clarify descriptions at any time to correct errors in product listings or reflect changes in circumstance. In the event of inaccuracies in the description of an item, we reserve the right to remove the conflicting information. This did not happen.
Business Response /* (4000, 9, 2022/07/28) */
At this time the customer has been offered to return the item for a refund and has also been informed of our policy. If the customer chooses to keep the product we can issue a $25 gift card at the customers' request.
Consumer Response /* (4200, 11, 2022/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I forgot to mention that in the email with customer service(Original response was I order incorrectly.It is in attached document.Seems to be a lot of confusion or wiggling trying to get out of false/deceptive advertising.Initial Complaint
Date:07/21/2022
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.
I placed an order for 50 rounds of ammunition on 5/11/22. I only received 5 rounds on 5/14/22. I contacted the company via message through their website about the mistake and they responded on 5/16/22 that they would be refunding me $45.96 within 5 to 7 days for the ammo I didn't receive. I have spoke with them mulitiple times on the phone in which they seemed like they were going to help me. When the refund still didn't come I sent another message on 6/23/22 regarding this that they have not responded to. I have yet to get my refund and have given up on the company righting this situation. My order number was XXXXXXXXXXX.Business Response
Date: 07/29/2022
Business Response /* (1000, 5, 2022/07/26) */
At this time we have issued the customer a refund in the form of a gift card for the full amount of the order. The customer will receive the gift card via email in 24-48 business hours.
Consumer Response /* (2000, 7, 2022/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response as I was finally given my money back at least in some form. As a longtime PSA costumer I'm disappointed that it had to go to this length to get this resolved.Initial Complaint
Date:07/20/2022
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.
Hello-
We placed an order (order #XXXXXXXXXXX) from Palmetto State Armory on 6/11/2022, but have never received it - the funds were taken out of our account on 6/11/2022 though. I have made at least 15 attempts via voicemails and emails over the last 2 weeks trying to get a refund, but Palmetto State Armory - namely Erica in customer service has been unwilling to refund our money - they're just giving me the run around - saying that they're "trying to locate the product" - which is, of course in their warehouse right under their noses.
I have attached proof that Palmetto State Armory has this item in THEIR warehouse (received by "Mack" on 7/12/2022 at 2:52pm). We have also had a lot of communication with the "Norton Guarantee" that Palmetto State Armory uses, but they are completely unwilling to help, hopefully you can.
Thank you.
*******************
******* ********
*****************
******************
XXX-XXX-XXXXBusiness Response
Date: 08/03/2022
Business Response /* (1000, 5, 2022/07/21) */
This order has been refunded in Palmetto State Armory's system as of 7/20/2022 through their request from PSA's Norton system.
Consumer Response /* (3000, 7, 2022/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have still not received a refund.
Business Response /* (4000, 9, 2022/07/26) */
Per our records, the customer has been refunded as of 7/20/22 the funds can take up to 7 business days to settle. At this time, we have sent the customer a credit memo showing proof that we did refund them. They will receive the credit memo in 24-48 business hours from today 7/26/22.
Consumer Response /* (4200, 11, 2022/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have not received a credit memo, nor a refund as of yet...we have even checked the spam and trash folders. When we issue a customer a refund, it takes 2 business days MAXIMUM, so what is the deal with 7 days.? It has been 4+ weeks since requesting a credit...your stalling and excuses are very poor customer service.
**** and **** *****
******* ********
Tucson, AZ
Business Response /* (4000, 13, 2022/07/28) */
The customer should receive the credit memo by the end of business today at the latest. On 7/26/22 an email was sent to the customer explaining the time required for the credit memo to be issued. The email was sent to the email we have on file which is the same email the customer used with the BBB. I will post the email to the customer below.
Hello,
We show this order's refund was approved in our system on the 20th of July.
Refunds can take up to seven business days to see the funds posted to your account.
We have requested a credit memo be emailed to you so that you *** address the discrepancy with your bank.
Please allow 24-48 hours to receive your credit memo.
Best Regards,
Palmetto State Armory Customer Service
(803) 724-6950
Consumer Response /* (2000, 15, 2022/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have received the credit from the company.
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