Business Profile

Gun Dealers

Palmetto State Armory

Headquarters

Complaints

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

Customer Complaints Summary

289 total complaints in the last 3 years.
77 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/16/2024
Type:Billing 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.
Company failed to send me a bill of involve, confirmation of order with order. Umber. even though they charged my bank account over $500. Their website requires order number to find out status of order and transport. Without invoice and order number their website is useless. An order number along with invoice paid they never se t me.
Business Response
Date: 10/16/2024
There is no account in our system under the name or email address provided. Please provide your account email address as soon as possible for further assistance.
Customer Answer
Date: 10/16/2024
They dont have any record of me? That didnt stop them from charging me, see attachment. Please send this to them.
Customer Answer
Date: 10/16/2024

Complaint: ********

I am rejecting this response because: They dont have any record of me? That didnt stop them from charging me, see attachment. Please send this to them.

Sincerely,

***** ******
Business Response
Date: 10/16/2024
Please provide the last four digits of the card used in this transaction, so that the amount can be searched in our internal system. There is not an account in our system matching the customer's email address.
Customer Answer
Date: 10/16/2024
My bank is still processing $508 charge. Still have not received an invoice / bill of sale from PSA. Via either *************@********** or ###-###-####. They have my credit card information with name and address information and yet they still can’t find me after they charged me $508.
Customer Answer
Date: 10/17/2024

Complaint: ********

The last four digits of the card PSA charged: 0203. Made another attempt to find on PSA website last night. The website is extremely not user friendly for contact. Catch 22, need order number, but cant get that until I get order confirmation.

Sincerely,

***** ******
Business Response
Date: 10/22/2024
The customer's order was flagged as fraud in our internal system and was closed for a refund. Our fraud team has determined the customer is no longer being effected by PSA's internal systems. Any further discrepancies regarding ordering must be addressed with the customer's banking institute.
Initial Complaint
Date:10/15/2024
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.
Order# ***********
Order total - $352.58
Ordered on 8/7/2024

My entire order was for 556 and 9mm ammo of various types. Palmetto State Armory did not use any packaging materials like packing peanuts or bubble wrap and used and very lightweight flimsy box. This ammo in total was very heavy and the box got torn apart during shipping and the internal boxes of ammo also were torn open and 9mm ammo was spilling out of the box and all over my front porch because they did not use the correct packing materials and boxes. This is extremely dangerous to say the least.

It took me about two weeks to finally get in contact with someone from customer service. They sent me a form and said I could return the ammo and they would replace it. They offered to pay for shipping but not a heavy duty box and packaging materials. I do not have any of these heavy duty boxes as I would have no need to and I certainly do not feel that I am qualified to safely package and ship ammo myself. I don't have the appropriate training to do so.

Palmetto State Armory will not respond to any of the chat messages I have sent from their chat feature on their website and I no longer know what to do.

I am respectfully requesting BBB assist me with replacement ammo or my money back if this is possible. This company seems to not be concerned with addressing my issue and I feel they have no intention of replacing my purchase or returning my money.

Thank you
*** *******
Business Response
Date: 10/16/2024
The customer is approved to return their order for a full refund based on the pictures provided. Palmetto State Armory has provided return shipping, but will not provide a container to ship the product back. If the customer needs additional labels for packing in separate boxes, that can be provided by Palmetto State Armory upon request.
Customer Answer
Date: 10/19/2024

Complaint: ********

I am rejecting this response because: I do not have the heavy duty boxes to ship back such heavy items, I'm sure no one does that is not in the shipping industry. If they used the correct materials to begin with we wouldn't be in this situation.
I recommend anyone buying ammo online use midwayusa.com or Velocity Ammo sales, they have great shipping and any issues at all will be made right immediately. Do yourself a favor and Google Palmetto State Armory Complaints 2024 before you buy, you will be surprised how irresponsible of a retailer they are.
I will not do business business with Palmetto State Armory ever again and I am going to print out this response and post it at my shooting range to help other avoid losing hundreds of dollars and getting no support from PSA.

Sincerely,

*** *******
Business Response
Date: 10/22/2024
PSA does not provide return shipping packaging under any circumstance.
Initial Complaint
Date:10/02/2024
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.
Subject: Formal Complaint Against PSA – Misrepresentation of Goods (Order #**********)

Dear Better Business Bureau,

I am filing a formal complaint against PSA for misrepresentation and failure to resolve a defective product issue. On September 27, 2024, I purchased an EOTech EFLX Mini Reflex Sight (Order #**********), expecting it to arrive new and unused. However, the optic was clearly used, arrived with a broken seal, scratches, missing items, and was defective.

PSA responded by stating they do not warranty third-party products and suggested that I contact the manufacturer directly. They also offered a $30 credit or a return for a refund. However, they failed to acknowledge that the product was sold as new but was clearly used. PSA also claimed the product arrived in this condition from the manufacturer, which is highly unlikely.

This is a clear violation of federal law under 16 CFR § 20.1, which prohibits deceptive trade practices, specifically representing used products as new. Furthermore, this conduct violates Section 5 of the FTC Act, which forbids unfair and deceptive acts in commerce. Additionally, under California's Consumer Legal Remedies Act (CLRA), PSA’s actions constitute unlawful misrepresentation of the product's quality and condition.

Despite multiple attempts to resolve the issue with PSA, they have refused to provide a satisfactory solution. Their suggestion to pass responsibility to the manufacturer does not address their misrepresentation and breaches federal and state laws.

I request that the BBB investigate PSA’s deceptive business practices and assist in resolving this matter. I seek a new, factory-sealed replacement for the defective optic and an acknowledgment from PSA regarding their misrepresentation.

Thank you for your assistance.
Business Response
Date: 10/02/2024
The customer has been offered a return for full refund on the device. The customer will receive a return label for the product, and upon receipt at PSA, will be fully refunded. We cannot issue a replacement on defective or damaged third party products.
Customer Answer
Date: 10/02/2024

Complaint: ********

Subject: Rejection of PSA's Proposed Resolution – Order #**********

I am writing to formally reject the resolution proposed by PSA regarding my complaint (Order #**********). PSA has offered a return and full refund for the defective EOTech optic, claiming that they cannot issue a replacement on third-party products. However, this response fails to address the central issue: the optic was advertised as new, but I received a damaged and clearly used product.

PSA’s statement that the product came directly from the manufacturer in this condition is deeply concerning. In response, I have forwarded this claim to the manufacturer, requesting they inspect the product and verify its damaged condition. Additionally, I have asked the manufacturer to respond to PSA's assertion that the product was shipped directly from them in its used and defective state.

PSA’s response does not mention anywhere on their website or in the product description that third-party items are shipped directly from the manufacturer without any quality assurance or inspection on their end. Nor do they offer any assistance if a product arrives damaged, which leaves customers like myself with limited options for recourse. PSA advertises this optic on their website, yet now shifts responsibility entirely to the manufacturer, which is misleading and unfair to consumers.

I am left with no practical remedy other than the hope that the manufacturer will assist me, even though I did not purchase directly from them, and they are under no obligation to do so. PSA has provided no meaningful resolution to this complaint and has not fulfilled their responsibility as the seller of the defective product.

I urge the BBB to investigate PSA's handling of this issue, as their refusal to offer a replacement or adequate support violates basic consumer protection standards.
Business Response
Date: 10/03/2024
The resolution offered to this customer is a complete and total refund of their purchase price once the product is returned. Return postage will be provided by Palmetto State Armory. We cannot issue an exchange on the device.
Initial Complaint
Date:09/30/2024
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 new gun from Palmetto state Armory on September 28, 2024. Upon unboxing and setup it became apparent the gun did not work properly. On September 29, 2024 I attempted to get a replacement for the faulty gun and was told they would not do that or offer a refund. They said to find a gunsmith to fix the brand new gun or contact the manufacturer. They also said it would take 4-8 weeks minimum for the manufacturer to repair the brand new gun. I purchased the gun for an upcoming event which I will now be unable to attend. Palmetto State Armory has refused to stand by the products they sell and even told me “this happens all the time.” I paid for a new, working gun and was sold a broken, unsafe one instead.
I would like a full refund and am happy to return the broken, unfired gun.
Business Response
Date: 10/01/2024
Firearms, once transferred from a PSA storefront, cannot be exchanged or refunded. Any repairs must be performed by the manufacturer of the device.
Customer Answer
Date: 10/02/2024

Complaint: ********

I am rejecting this response because:

I was sold a defective product and was offered no assistance in trying to resolve the matter.

Sincerely,

****** *********
Business Response
Date: 10/03/2024
Palmetto State Armory cannot resolve defective third party firearms. Palmetto State Armory sells all firearms as they are received by the manufacturer. Any repairs or exchanges must be covered by the manufacturer's warranty process. The Company cannot provide further assistance in this matter.
Initial Complaint
Date:09/25/2024
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 ordered a rifle from PSA over a month ago and the order keeps getting cancelled repeatedly. Their customer service is horrible! I have ordered many weapons from this company but this is the last straw. Repeated problems with both fulfilling orders and customer service is a clear sign of poor business practices. I will never order from this dealer again! What a waste of my time!
Business Response
Date: 09/25/2024
This customer's order was closed for refund on the 24th of September. Refunds can take up to five business days to post to the customer's account, depending on the speed of their banking institute.
Initial Complaint
Date:09/23/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Placed an order on Palmetto State Armory website during Labor Day sale. I placed an order for eight ar-15 magazines for a total of $97.11 my credit card was charged $97.11. A few days went by and a package showed up with four ar-15 magazines, then I recieved a email stating my order had shipped and been delivered. I was missing four magazines. I contacted PSA help email support about the issue. They responded saying no I had only ordered four magazines and sent me a copy of an invoice for four magazines totaling $57.15. The issue is I have the original invoice as well as the email saying my order shipped showing $97.11 and my card was charged that amount. I asked for a refund to my card or the missing four magazines. I was told by email once again that no I only ordered four magazines and the total was $57.15. I reached out one more time stating that if they did not resolve my issue I would be filing a complaint with the BBB. I still have not received any response. I attached the original invoice for the $97.11, the email stating that four magazines had shipped but still invoice shows $97.11, my credit card statement showing the charge for the $97.11, and the invoice they sent me after I complained showing an order of four magazines totaling $57.15. I just want my money refunded back to my card or the four missing magazines I ordered. Thank you
Business Response
Date: 09/25/2024
We have requested the missing amount be refunded to the customer as soon as possible.
Initial Complaint
Date:09/12/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a firearm off their website on 8/21/24. Their website, ****************, states that the firearm comes with “Backup flip-up sights are installed by default.” The gun showed up without them. Four emails and one phone call to customer service and they refuse to provide the advertised accessories.
Business Response
Date: 09/13/2024
All firearms are sold as delivered by the manufacturer. If any pieces or parts are missing from the firearm, the customer must contact the manufacturer directly.

The customer has been offered a return for refund on the product, with label provided by PSA customer service.
Customer Answer
Date: 09/13/2024

Complaint: ********

I am rejecting this response because: The item was falsely advertised on Palmetto State Armory's website, not the manufacturer's website. Palmetto State Armory is still falsely advertising this product: ****************

Sincerely,

**** *******
Business Response
Date: 09/16/2024
As previously stated, all firearms are shipped as received by the manufacturer, and replacement parts cannot be sent. The customer has the option to return this product for a full refund if they do not wish to request replacement parts from the manufacturer.
Initial Complaint
Date:08/30/2024
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 had a fraudulent charge to my debit card at PSA. I contacted PSA and was told it was for a $100 gift card and that there was nothing that they could do about it. I contacted my bank and they did deem it fraudulent and charged back the payment. Fast forward a few months and I try to place an order only to find out that now I am forever banned from ordering from PSA. I have ordered a few thousand dollars of items over the years and I am banned for a charge back. I contacted PSA to find out that they were not willing to remove the ban. I even volunteered to pay them the $100. I am a Police Chief and would hope that they would reconsider their action.
Business Response
Date: 09/02/2024
The customer was blocked in accordance with PSA policy regarding chargebacks. This order was placed on the customer's original account.
Customer Answer
Date: 09/03/2024
Because this is to harsh and not a good business practice. I was a long time customer and even offered to pay the charge back.
Business Response
Date: 09/05/2024
The Company will not budge regarding this policy. We apologize for how this may effect you.
Initial Complaint
Date:08/29/2024
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.
I ordered an CT 1250 and some magazines on 7/1/24 for my Canik Mirco9 that did not fit. i filled out and returned the immediately, PSA confirmed that they received the RMA on 8/1/24 but they have yet to issue me a refund. Additionally i have had multiple calls, and every time i am told that the don't have a status on my refund but they will check right away and send me an email, i have yet to get an email about my refund status and i still have not received a refund.
Business Response
Date: 09/02/2024
The customer's information has been addressed with upper management regarding the refund status. This item was returned by the customer out of pocket, so PSA does not have the tracking number in their system for this return. Can the customer provide the tracking number used for their return?
Initial Complaint
Date:08/22/2024
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.
PSA is OK as long as you don't want customer support or try to get your money back.

I ordered a Dagger Frame, Slide and 3 magazines, all on one order.
They did NOT accept my FFL's license because it was to expire within 2 weeks.
They sent me an email the next day after I placed the order (which THEY split into two orders: one for the frame and one for the slide and magazines).
I responded right away and canceled the orders on their web site AND on the telephone. I talked to a guy named Tim in cust. support and explained everything. He recognized their mistake and sent me an email that he would honor a FULL REFUND.

However, because of their(PSA)internal processes, he was unable to stop the shipment of the slide and the magazines. He told me that I would need to wait until those shipments came in and then contact him so he could issue return tickets.
I did so and returned the items and ***'s website confirms that they received the returns.
They refunded some of the money I paid.
I'm still waiting for $59.99 to be refunded.

Ever since I returned the items to them Tim has not replied to any of my emails asking where the FULL REFUND he promised is.

I have no product, because they(PSA) did NOT accept my FFL's valid license.
I followed their steps for the product return, which they received weeks ago and I still have NOT gotten the promised (in writing by Tim) FULL REFUND.
Business Response
Date: 08/23/2024
Returns, once received, can take several days to process. Once the return is processed, the refund is requested. These refunds are approved by PSA in typically one or two business days. From there, the speed varies based on the customer's banking institute, and can take up to five business days to finalize.

PSA records show the customer's items have been received and the refunds have been requested.
Customer Answer
Date: 08/23/2024

Complaint: ********

I am rejecting this response because:
The order/purchase amount was $268.36
The return was completed on 8-5-2024, 7:55AM *** confirmed return delivery.
On 8-17-2024 you issued a partial credit of 208.70, even though Tim promised a full credit written in his email to me, see screenshot attached to complaint.

Today is 08-23-2024 and still have NOT credited the remainder amount of 59.66!
You can see yourself that your poor excuses are nothing but empty promises, delay tactics and lies.
Your reply is unacceptable.

You must credit the remaining amount of 59.66 immediately.

Sincerely,

***** ********
Business Response
Date: 08/27/2024
We have put forward a request to refund the remaining amount from the customer's purchase.

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Palmetto State Armory is BBB Accredited.