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

  
• 

  Palmetto State Armory

  914 Frontage Rd E Myrtle Beach, SC 29577-6700

  
• 

  Palmetto State Armory

  3760 Fernandina Rd Columbia, SC 29210-3809

  

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:01/22/2025

  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 placed an order on 10 December, 2025. on 13 Dec PSA wanted to cancel my order stating it was due to inventory issues for sku 7752. As of today, 21 December it shows there is inventory as well. I emailed customer service with an explanation and an attachement showing the web site showed there was inventory and stated I do not want my order canceled, I still want it. After I sent this email PSA sent an email stating a refund was requested on this order, I did not request it. I called PSA after this. The rep was friendly and stated that she saw there was still inventory of this sku and did not know why my order was cancled. She did not hav authority to reinstate it and stated she was pushing the issue to another department and they would be in contact. They were not. This experience was frustrating and annoying as the reason for this issue was false, identified as false by PSA staff and communicated via both phone and email trying to deal with it and it PSA ended up not communicating with me in a meaningful way to resolve the issue or address my concerns.
  
  Thank you for reading my concern.

  Business Response

  Date: 01/22/2025

  This item was listed improperly on the website for a tenth of the sale price. These orders were all closed for refund and will not be replaced at the incorrect sale price. The proper sale price is currently listed on PSA's website.

• Initial Complaint

  Date:01/22/2025

  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.

  Never do business with this company, PALMETTO STATE ARMORY they are completely incompetent. My wife bought me a gift card with Palmetto State Armory. $200 she gave it to me for Christmas. I ordered on 12/28/24. I got an email on 1-3-25 saying the FFL I chose did not take third party transfers. I immediately got them another FFL that did. It is now 1-21-25 and i still don't have the firearm. I call today to check on it THEY SAID MY ORDER HAD BEEN CANCELLED BY THEM BECAUSE IT TOOK TO LONG TO PROCESS, YA I KNOW.. I ASKED FOR MY $200 BACK THE MY WIFE SPENT ON THE GIFT CARD. THEY SAID THEY WOULD ONLY SEND BACK MY $200 ON THEIR COMPANY GIFT CARD. LETS SEE 1) THEY CANCELLED MY ORDER I DID NOT CANCEL IT AND THEY ADMITTED IT WAS THEIR ERROR. 2) I DIDN'T GET THE FIREARM AND THEY WON'T SEND MY MONEY BACK. THEY WANT ME TO DO BUSINESS WITH THEM AGAIN. NEVER, EVER, TRUST THIS COMPANY. SCAM COMPANY PALMETTO STATE ARMORY

  Business Response

  Date: 01/22/2025

  PSA records show the customer has accepted the gift card as restitution. PSA records show the customer has a replacement order in our system and has used the provided gift card to make their purchase. 

• Initial Complaint

  Date:01/17/2025

  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.

  Purchased firearm from Palmetto Firearm online store. Palmetto provided a list of local firearm shops that receive the firearm from Palmetto and process/finalize the purchase for a fee ($35). The firearm was shipped by Palmetto and received by *******; however, I was not informed by Palmetto that since my information was used for billing (although friend was listed to receive merchandise) my friend (licensed carrier) would not be eligible to pick up the firearm. I contacted Palmetto and they initiated a return. ******* was aware of this initiated return and was sent a return label on January 3rd to return the firearm to Palmetto. While my friend was in the ******* store, one of the reps had a conversation with him regarding not liking to work with Palmetto, due to Palmetto “undercutting” them. I have called ******* for the status of the return and each time I was told that they had not received a label, and each time there was a woman yelling “tell them we didn’t receive anything “. I spoke with “***” at ******* yesterday and he specifically informed me that he received the return label email from Palmetto, but did not receive the actual label. I copied the label and emailed it directly to ***. I called *** yesterday afternoon for status on the return and again there was a woman literally yelling in the background “tell them we haven’t received anything.” At this point, I am under the impression that ******* had no intentions of returning the firearm to Palmetto. The woman that has been yelling “tell them we haven’t received anything “ seems to have a personal issue with Palmetto, and I can only assume that she has chosen not to cooperate with the return process.

  Business Response

  Date: 01/20/2025

  This customer is set up for a refund once their product is received back at the PSA warehouse, but unfortunately, we cannot refund this order without it being returned.

  Customer Answer

  Date: 01/22/2025

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

  I am now in receipt of a refund which is $39.99 less than the amount indicated I would be refunded in email from Palmetto on 1/21/25.
  I paid a total of $560, to include taxes and shipping. This entire situation was caused by Palmetto’s website not indicating appropriate information. 

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

  Business Response

  Date: 01/24/2025

  This additional refund amount will be requested for the customer.

• Initial Complaint

  Date:01/16/2025

  Type:Product 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 purchased a pistol on a Black Friday sale. Everything was going smoothly with the purchase until *** tried to deliver to the FFL. The first attempt failed, so *** sent it back to PSA. PSA resent the pistol and this time *** didn't even attempt to deliver and sent it back to PSA. I informed PSA that I still wanted the pistol and a day later they said they were issuing a refund. So, I called again, and the lady on the phone was rude and did not care that I still wanted the pistol. She informed me that I would have to re-purchase the pistol at the regular price (not the price I paid). The pistol was out of stock, and she told me that there was nothing she could do to correct the situation. I requested a manager call back and received nothing for a while. I was getting nowhere, then my refund finally hit my account. It was $99 less than the initial purchase. $19 for shipping and $80 for a restocking fee for a pistol that I never saw. They finally returned the $19 but I still have not received the restocking fee even though PSA informed me that I will receive a full refund. It’s almost months later and I'm still dealing with this and I'm still out of $80. I have emails stating that I will receive the full amount I am owed.

  Business Response

  Date: 01/17/2025

  As two attempts we made to deliver this purchase, the initial refund to the customer did not include the shipping costs. PSA does reserve the right to charge restocking fees on all orders. PSA records show the customer will have these fees refunded after speaking with management.

  Customer Answer

  Date: 01/21/2025

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

  I was informed on 12/31/2024 that I will be refunded the restock fees within  5-7 business days. I emailed PSA on 1/15/25 requesting a status on the refund. I have not yet received a response. 

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

  Business Response

  Date: 01/22/2025

  PSA records show this additional refund amount has been requested for the customer at this time. We thank you for your patience in this matter.

  Customer Answer

  Date: 01/24/2025

  
  
  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. I have received a refund.
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:01/03/2025

  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 purchased an item from Palmetto Armory. The item arrived with two magazines that were not for the purchased gun, which makes the gun non-functional. After contacting the company multiple times, I still ended up with the dysfunctional weapon and $876.32 on my credit card. Palmetto Armory sells products that are non-functional and charges big amounts of money. I would like them to send me the correct magazines or replace the item or return my money.

  Business Response

  Date: 01/07/2025

  Firearms are shipped as received by the manufacturer, and any magazines included in the shipment were included by the manufacturer of the product, not Palmetto State Armory. If the firearm has not been transferred, it can be returned for refund, but all transferred firearms must be serviced by the manufacturer of the product.

  Customer Answer

  Date: 01/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the business doesn't take the responsibility for the non-functional item. The company referred me to a wrong manufacturer, even though taking in consideration that Palmetto is the one who should do the investigation what is wrong with my item. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 01/08/2025

  This firearm is not manufactured by Palmetto State Armory and cannot provide any assistance regarding warranty repairs. As the firearm has been transferred, it cannot be returned for refund. The manufacturer's warranty page can be found at the following link : ****************

• Initial Complaint

  Date:01/02/2025

  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 am a 100% Permanant and Total military veteran, with PTSD. I live in Whitsett, NC, which is 5 hours away from Palmetto State Armory, Charleston, SC. I was in Charleston on 12/26/2024 shopping and decided to purchase the Sig Sauer Romeo 5XDR Gen II 2MOA 65 MOA Circle Dot & Juliet 5 Micro Magnifier, Item number ************ SIG as a late Christmas present for someone, which I purchased for $274.67 after military discount. When I spoke with the salesperson in the optics section, I told him that the item looked used and returned. He assured me that everything was ok with the item and that another salesperson may have taken it out to show someone. The plastic wasn't wrapped around the items, the plastic was balled up and pushed back into the square slots in the molding, which furthermore stated that it was used. I purchased the item anyway, being that I have had good experiences with Palmetto State Armory in the past. Once upon returning home to NC, it was realized that the item was defective, the elevation knob would not turn to adjust the reticle . I contacted Palmetto State Armory today to request a RMA to return the item. I was told that they couldn't issue a RMA and I would have to return the item to the store from which I bought the item from, which in this case, is Charleston, SC....5 hours away. I was told that a manager would contact me and as of now, no one has contacted me to resolve this issue. I am seeking a full refund back to my credit card. I am more than happy to return the item.

  Customer Answer

  Date: 01/07/2025

  Hi. I haven't heard anything from them and honestly I would be surprised if I did. It really sucks that they had a defective part in inventory, but worst of all it sucks that they sold me the defective part. Customer Support is hard to reach, when you call you are in a redundant cycle of lack of customer support agent messages or customer support that are not trained to well enough to assist with the issue. I am never purchasing anything from this business again.

  Business Response

  Date: 01/07/2025

  Unfortunately, with all storefront purchases, they must be returned at the storefront of purchase for a refund to take place. These returns cannot be processed by online sales.

• Initial Complaint

  Date:12/30/2024

  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.

  This is a photograph of two cartridge cases which have had their primers blown out of them due to a massive pressure excursion which I sent to PSA warranty department on December 16th and 17th 2024 and have yet to be contacted by them concerning this extremely dangerous situation. These are examples of dangerous ammunition which injures shooters and damages firearms.
  It's not the refund that concerns me. It the cavalier nature with which this issue is being handled wit, seemingly, not a shred of concern for the other shooters that have purchased this lot of ammunition or any interest in having the remainder of my order brought in for inspection and testing.

  Business Response

  Date: 12/31/2024

  On the sixteenth of December, the customer was notified how to contact our warranty team directly to set up this claim. At this time, we have received no further correspondence from the customer's associated email address. The PSA warranty team is ready to assist with any functional issue regarding a PSA product.

  Customer Answer

  Date: 01/02/2025

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

  I sent in a warranty claim on both 16 and 17 December 2024 and the pop-up box appeared both times stating my claim had been received and the I would be contacted by one of their warranty specialists. I have not been so contacted.
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 01/07/2025

  At this time, we have not received further correspondence from the customer.

   

  We have requested customer service create a return case for this customer, to have their entire ammo shipment returned for a full refund.

  Customer Answer

  Date: 01/08/2025

  
  
  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:12/27/2024

  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 was sent the wrong item and what they sent was not even close to what I ordered. I want compensation for their screw up it was a Christmas present for someone .

  Business Response

  Date: 12/31/2024

  This customer's proper item is in transit with *** tracking number ******************

• Initial Complaint

  Date:12/19/2024

  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 product from the Palmetto State Armory website on 12/7/2024 in the amount of 123.99 + shipping 9.99 + TAX 10.71 = 144.69. The product depicted on their website is a handguard rail with screws that attach at the 9: O'clock and 3: O'clock positions. The rail I received has indexing holes for the screws to attach at the 2: O'clock and 10: O'clock positions. The Palmetto State Armory description of the product (on their website) does not state where the screws attach. The consumer presumes that the product they will receive will resemble the product depicted on their website. The product I received does not resemble the product i ordered as evidenced by the position in which the screws attach the rail. I contacted PSA and they requested i send an email with pictures to include order number and various other information . I sent the required pictures and additional information as requested.
  The PSA representative replied to that email which stated "We apologize for any inconvenience this may have caused. Palmetto State Armory does not warranty third party products, and ships these products in the same condition and packaging as they are received from the manufacturer." This is not an acceptable business practice, The item does not need a "warranty" because it isn't broken and does not require repair. This is a broad response to not take responsibility for products they sell on their website. The product may ship in the packaging as it was received from the "third party" manufacturer but the packaging is not what is in question here. The product I received was not the product I ordered and I would like to return the item for refund. I will pay return shipping and I offered to take store credit for the amount of the product. according to the email response I received PSA will offer a $15 blemished compensation, this is not acceptable as the product is not blemished. it is in new condition and un-opened, all packaging with hardware is also un-opened.

  Business Response

  Date: 12/19/2024

  We have sent this customer's information to customer service, in an effort to have a return for refund set up as soon as possible. The customer will receive a return label for this product.

• Initial Complaint

  Date:12/19/2024

  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 placed an order for an Eotech EXPS2-0 on December 5 and the order did not show up in my order history the following day. I also did not receive an order confirmation email. I spoke to a customer service representative on December 6 about the order not appearing in my order history and was told my order was flagged and the order did not get processed. The representative said he would "push" the order through and the order history page would show as "Processing" the next day (Saturday). Well, I checked my order history every day up until Tuesday, Dec 10, when the order finally showed as "Shipped". I immediately called and canceled the order. I was sent an email which states "*A Return to Sender has been requested on this Tracking, no further action is needed*. At this point, I thought the order had been canceled.
  
  Yesterday I received the canceled order at my doorstep which came as a surprise. Today I logged back in to my account and noticed there was another order headed to me, which would make 2 of the same product. The representative I spoke to today, Cory, was only willing to send 1 prepaid shipping label for the canceled order and not for the 2nd order that did not show in my order history on Dec 10. I would like 2 prepaid shipping labels to return both products and to ben reimbursed $516.40 X 2 for the canceled order and for the order that was not placed.

  Business Response

  Date: 12/19/2024

  The customer was offered a return label for the product that was not cancelled in time, but as a request was not received to cancel the other order, a return label will not be provided for that purchase. The customer can return both items for a refund.