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

288 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:05/30/2024
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.
They shipped me an item that did not include the items in the model description. They shorted the order and then told me I needed to reach out to the product manufacturer. I did not purchase it from the manufacturer. I purchased it through Palmetto. The fact that Palmetto refuses to stand behind the products that they sell is reprehesible.
Business Response
Date: 06/03/2024
This customer alerted PSA to the web listing error and was provided return shipping to have the item refunded in full upon return to PSA. PSA does not stock items from this manufacturer and ships the items as received from their facility.
Customer Answer
Date: 06/04/2024

Complaint: ********

I am rejecting this response because:

Sincerely,

******* **********
Business Response
Date: 06/07/2024
This customer alerted PSA to the web listing error and was provided return shipping to have the item refunded in full upon return to PSA. PSA does not stock items from this manufacturer and ships the items as received from their facility. We cannot ship missing product for this item. It must be returned for refund.
Initial Complaint
Date:05/23/2024
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.
I am writing to formally complain about the defective and unacceptable product I received from your company and to demand a full refund for the two uppers I ordered on May 14, 2024.

Upon receiving the lowers from PSA May 13, 2024 I discovered that the magazine could not be removed from one of the lowers, rendering the lower unusable. Despite this issue, your company's warranty team informed me that this is an inherent problem with the lowers and advised me to return the item, which would have incurred over $100 in FFL and shipping fees. I was disappointed but understood the necessity of returning the defective product.

However, I immediately contacted PSA to cancel the shipment of the two uppers that were ordered on May 14, 2024. The next day, I received a notice that both items would be canceled and a return tag was issued for the defective lower. However, despite having both uppers in your possession, my credit card has not been refunded for the FULL AMOUNT of the purchase.

I have previously ordered multiple items from your company without encountering such issues. Unfortunately, I have been disappointed with the recent decline in PSA's customer service. I am requesting a full refund for the two uppers that were ordered and never received. Given that you have both uppers in your possession, I expect a prompt refund.

If my request is not acknowledged and addressed promptly, I will be forced to take further action to resolve this matter, including seeking legal recourse and reporting this incident to relevant authorities.

Please acknowledge receipt of this complaint and respond with a plan of action to resolve this matter within seven days.
Business Response
Date: 05/23/2024
The customer's upper receiver orders have been closed for refund. These refunds were approved by PSA on the 16th and 17th of May. Typically, a refund will post to the customer's bank account within five business days from the point of approval. If the customer has not received their refund amount, a credit memo can be requested so the customer can address the discrepancy with their banking institute.
Initial Complaint
Date:05/14/2024
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.
On May 1st, I ordered an item totalling roughly 1200.00. The charge was declined. I attempted the charge again and realized the decline was due to "exceeded daily limit" on my card. On May 2nd I re-ordered the item and the charge went through. After multiple calls to Palmetto State Armory I spoke with CS rep "James" on May 14 in an effort to begin the process of refund and an explanation of why my card had been charged on May 1st when my limit was locked for spending in a 24hr period. James stated that I had made two purchases. I explained that I recieved the order cancelled on the site and explanation for the decline. My bank also confirmed that the card had been declined twice for exceeding the daily limit. I had previously spoken to their customer service on May 10th and was first placed on hold 20 min and then told that a supervisor would contact me after confirming my contact information. I again requested James to transfer me to a supervisor and was told that the call did not meet the urgency for me to immediately speak with a supervisor and because it had only been 2 business days a supervisor would contact me because my request was on a list. My concern is that the first order recieved two declines for exceeding my cards daily limit. I committed those two attempts. Apparently a third succesful attempt was made on the 2nd of May and backdated the third attempt was without my authorization. The actual 2nd order was placed by me outside of my 24hr limit. I was shipped and charged for two items. I have been attempting to resolve this since May 6th between automated customer service and finally actual people. I have possession of one item and the other I left at the FFL dealer for PSA to ship. Now I have to wait for PSA to send shipping authorization to my FFL and for PSA recieving to verify receipt before PSA even begins to process a refund of funds they were not authorized to take.
Business Response
Date: 05/17/2024
This customer has two orders on file for this item, and a return label has been sent to this customer so the item may be returned from the FFL/gun store location. Once the product is returned, a refund will be processed.
Initial Complaint
Date:05/08/2024
Type:Service or Repair 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 sent my 101 in for repairs and sent my scope and mount with it when I received my items back my scope was damaged iv called 5 times about it and have yet to be contacted by psa.
Business Response
Date: 05/10/2024
Per the email sent to the customer while creating their repair case "Palmetto State Armory will not be liable for missing/damaged accessories during the repair process. We will take the utmost caution with your personal property and any attachments." There is no record of the damage occurring during the repair process with PSA. We cannot provide further assistance.
Customer Answer
Date: 05/10/2024

Complaint: ********

I am rejecting this response because:

Sincerely,

* *
Business Response
Date: 05/13/2024
Any damage to accessories, whether in transit or during testing, will not be covered for reimbursement by Palmetto State Armory.
Initial Complaint
Date:04/25/2024
Type:Service or Repair 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 front sight post on my PSA Premium 20" upper is canted.
Business Response
Date: 04/25/2024
Palmetto State Armory has a robust warranty that can be claimed through their website. Please submit your warranty claim through the PSA contact form (****************) and you will be assisted as soon as possible.
Initial Complaint
Date:04/23/2024
Type:Service or Repair 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 pistol from this company on April 21, 2024. I brought it home and discovered that the magazine could not be removed from the gun for reloading. The gun is new and never fired. Today April 22, 2024 I called the factory and I was told this is an inherent problem with the gun and should have been disclosed to me at the time of purchase. I returned to the gun store this same day and demonstrated to three salesman the problem and they acknowledged the issue. They would not exchange the item, give me a store credit nor give me a refund. They told me it was mine along with its issues and it was my problem. I had shopped with them many times and I had no idea that I would be blown off like this. Nowhere in the store or I was told all sales final. I also have three boxes of ammo that will not work in the firearm.
Business Response
Date: 04/23/2024
Regarding serialized items, once they are transferred, they cannot be returned for refund under any circumstance. We cannot assist regarding warranty repairs on third-party firearms.
Customer Answer
Date: 04/25/2024

Complaint: ********

I am rejecting this response because:
The company does buy and sell firearms daily and the transfer of serialized items occurs every day in both directions by this firm. This must be an internal rule they made and its not a legal ruling. They made this rule so they can hide behind it and refuse any quality customer service. They knowingly sold me a gun with an inherent issue without informing me of the defect. In fact they still have another of the same firearm in their sales counter for sale after me, and them confirming, there is indeed a defect. Walther Firearms also confirms this as well as countless internet postings. I did not see any signage in the store indicating "All Sales Final", nor was I told by the salesman that recommended to firearm to me.
The gun I purchased was returned to the store the very next day, unfired, as soon as I tried to load it, according to the salespersons instructions and experienced the defect.
I'm 69 years old and this is the worst customer service I have ever experienced. It's truly unbelievable that companies such as this are allowed to operate with no customer concern or offer of assistance.
I'm just asking to be allowed to use the full purchase price of this gun to purchase another firearm of my choice in the same store without this defect. Seems very reasonable request to me!

Sincerely,

**** ********
Business Response
Date: 04/25/2024
Unfortunately, the storefront policy is firm regarding transferred firearms. All firearm purchases from the storefront are final and returns are not accepted.
Initial Complaint
Date:04/19/2024
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 order an Item from Palmetto State Armory on Monday the 15th at 9:00pm.
It has not generated on my account with them under the recent orders. The item I ordered was listed as "IN STOCK"
I tried to contact customer service and have gotten no answer.
Business Response
Date: 04/23/2024
This customer's order is an in-store pickup purchase for a serialized item. The storefront will contact the customer once the item is ready for transfer.
Initial Complaint
Date:04/17/2024
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 sponsored a ***** ********* event and by doing so they give you a firearm. The firearm receiving goes through Palmetto State Armory. A few days after the event I go to Palmetto to pick up my gun that was previously purchased, when speaking to an associate told me they wouldnt process the transaction due to a slightly peeling DL, even though I also have a perfectly good CWP. I tried to call customer service to get the firearm transgered to a local shop that I buy my firearms from and they never would answer the phone and most times the system would just hang up on you.

Today I finally got someone on the phone and told them that I wanted to transfer the firearm and they are saying they cant do that. They said I would have to come in the store to get it. I told them I had tried and they refused to give me the gun due to the license peeling issue. He continues to refuse and saying I would need to get a new DL to get the gun even though there is no federal rules of this. My DL is current and meets all requirements to purchase a firearm and I also have a current CWP. I didn't choose to do business with his company and now they are holding something that I already purchased and refusing to let me get it. I have recently bought guns with the same DL and been out of the country with this DL but cant pick up a gun I already purchased from Palmetto State Armory with it.
Business Response
Date: 04/17/2024
Damaged federal identification can lead to an inability to complete a transfer on a firearm. Please provide the storefront location in question and the model of firearm so this can be directed to the proper storefront.
Customer Answer
Date: 04/17/2024

Complaint: ********

I am rejecting this response because: there are no laws that state that. I didn’t choose to do business with you guys and try to get the firearm at the Greenville location. I also tried to have the firearm transferred to a local company who will register it to me. I have paid for something that is in your possession, and you are not willing to do the paperwork for me to receive it or transfer it, which is also legal, to a local company where I can get it. I’m happy to go back to Greenville location to get it or you guys can transfer it either way I paid for something that you have not given me

Sincerely,

****** ********
Business Response
Date: 04/19/2024
The customer's information has been addressed with upper management in an effort to have the transfer completed as soon as possible.
Initial Complaint
Date:04/17/2024
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.
Order Number: ***********
Purchaser ****** *****

I purchased a Walther PPQ Q4 9MM on April 10, 2024. This item was marked down at a clearance price, which I found under the 'Daily Deals' section of Palmetto State Armory's many daily promotional emails I receive. Upon review of such deals; listed under 'CLEARANCE' I purchased the aforementioned item. Several Days later, Chelsi from Palmetto State Armory advised that the item was 'mislisted'; and the order could not be completed unless I was charged for the remainder of the amount; approximately $800.00 more than what I paid.

Desired Resolution:
Honor their pricing for the item. Complete the agreement. There was a promotional deal, which I purchased and received a confirmation of my order. I expect Palmetto State Armory to follow through with said agreement.
Business Response
Date: 04/17/2024
This item was listed improperly by PSA, at roughly 95% less than the sale price. PSA notified the customer the order could not be fulfilled at that price point, and the order has been fully refunded at this time. The item will not ship at the improperly listed price point.
Initial Complaint
Date:04/16/2024
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.
On 2/12/2024, I ordered a firearm from Palmetto State Armory and while running rounds through it for break in purposes, a part inside the firearm broke. I sent a warranty claim to them on 3/22/2024. On 03/26/2024 they claim that they will send me a replacement part and asked me to confirm my shipping address. I replied and confirmed my address. On 03/29/2024, they said that they will ship the replacement part as soon as possible. I have not heard back from them since. I emailed them several times and did not get a response. I ordered another part to use while I was waiting for them to ship me a new replacement part. But the "new" item I ordered was used and they claim that they do not sell used items and it was only test fired. I never used this new item and I took the said item to 3 different gunsmiths and they all told me that I received a used item. This business is not responding to my questions regarding my replacement product and used item. They simple claim that it is not used and that I should clean it.
Business Response
Date: 04/17/2024
We apologize for the negative experience you had with the company. We have notified the proper department of the shipment error and will have those parts out as soon as possible.
Customer Answer
Date: 04/20/2024

Complaint: ********

I am rejecting this response because: I need an update on the tracking number and they still haven’t addressed the issue regarding sending me a used product.

Sincerely,

** ***
Business Response
Date: 04/23/2024
The customer's part has been delivered with UPS tracking number ******************. Regarding the wear on the device, the PSA repair team has stated this wear is in line with testing of the device through e-mail with the customer.

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Palmetto State Armory is BBB Accredited.