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 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:03/25/2024
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.
I ordered two firearms from Palmettostatearmory.com on 2/22/24. One of them was shipped in a timely fashion. The other is still "processing". The company's website states that if processing time is over 7 to 10 business days then to contact them. They make it impossible to contact them due to their use of virtual chat bots. When I call the number, it hangs up due to there not being any agents available.Business Response
Date: 03/25/2024
The customer's order information has been sent to the proper department in an effort to have the order fully resolved as soon as possible.Customer Answer
Date: 03/25/2024
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:03/15/2024
Type:Sales and Advertising 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 January 23, 2024, I purchased a Sig Sauer P229 fire arm from website PalmettoStateAmory.com. I purchased this specific handgun because it showed it came with a Sig Sauer Romeo1 sight. The sight was prominent in all three photos illustrating the handgun.
Unfortunately, I was not given the product they advertised because the Sig Sauer sight was not included in the delivered package. I sent several emails to Customer Support and was basically told it doesn’t matter if the sight was shown, it does not come with a sight. Had I known this prior to ordering I would not have purchased the hand gun on this particular web page. There were cheaper ads ($300 less) of the same handgun (illustrated in web page printouts I can provide) that I would have purchased had their add CLEARLY stated the Romeo1 sight was not included in the purchase.
I have tried through several emails and a phone call to resolve this issue. I was told a supervisor would call me back to discuss it. I never received the phone call. I purchased the handgun from Palmetto. They may have received the product from a 3rd party, but I was charged the fee by Palmetto. Therefore, they are responsible for what is on their website.
Deceptive advertising is another name for false advertising, and it is any type of advertising that is false, misleading, or has the effect of deceiving consumers. Their advertising deceived me into believing I would receive the sight with the purchase.
I sent a letter by registered mail to them with the above statement and they have not responded.
Customer Service Division
Palmetto State Armory
3760 Fernandina Rd. Columbia, SC 29210
Re: Order #***********
I gave them 2 options, either send the Romeo sight or refund the difference between the product I purchased and the one advertised without the sight. They have not responded at all.
The photos of the product on the website clearly showed the sight in all photo provided. Nowhere did it state "Romeo sight not included".
I want to report the fraud and would like the Better Business Bureau to investigate the fraud on their website.Business Response
Date: 03/15/2024
The customer has been notified of a web listing error by customer service. The customer has been offered a full refund on the product because of this web listing error. The customer has been offered a return label to return the effected item for this refund.Business Response
Date: 03/20/2024
Due to the web listing error and sale price difference, we have requested a PSA gift card to credit the customer $320 (the requested price difference along with sales taxes from the original purchase). This gift card will be sent through email in the next few business days.Customer Answer
Date: 03/20/2024
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.Thank you for mediating this dispute.
Sincerely,
******* *****Initial Complaint
Date:03/13/2024
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.
On Mar 12, Palmetto advertise a handgun for $329.00 WALTHER CCP M2 9MM PISTOL, 3.54" BARREL, 3 DOT SIGHTS, BLACK, SILVER - ******** When I tried to purchase this handgun the website said they were unable to ship due to Maryland gun restrictions. This gun is listed on the Maryland roster as being compliant; however when I called them to tell them about the conflict, they were uninterested, and unwilling to investigate the issue with the system. I was treated rude, and I missed out on an approximate $150 discount because no one wanted to look any further and they accepted computer error to not sale me the product.Business Response
Date: 03/15/2024
The Company will not extend a storefront credit regarding a web listing error or inability to ship due to store policy or terms and conditions.Customer Answer
Date: 03/18/2024
Complaint: ********
I am rejecting this response because: Typically by law if you advertise at a certain price, you must sale it for that price. As per you additional comment that if it is not compliant, but what if it is; however you inability to take responsibility is the same attitude that I received from the staff. You don't care and are not willing to investigate or take responsibility for poor customer service.
Sincerely,
******* *******Business Response
Date: 03/18/2024
Palmetto State Armory will not sell this product to the customer, as the item is flagged as restricted in Palmetto State Armory's internal system. Palmetto State Armory has several restrictions that are more strict than state or city ordinances. The customer will not receive further discount on a future order due to being unable to purchase an item restricted by Palmetto State Armory.Initial Complaint
Date:03/08/2024
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.
I purchased a gift card online and I am unable to use the gift card. There was no disclaimer that made me aware of any delay 5-15 DAYS in being able to use the gift card. After purchasing I understood that I could not receive my email gift card for 24 hours or up to 48 hours? I called PSA and was told it took 24-48 hours, I mentioned it had been over 48 hours, then the lady told me that that it would take up to 5-15 business days!!!. I told the lady that on there website by the gift card it clearly says delivery via email 24-48 hours. Right now I have $500.00 tied up. The money has been removed from my account and I have no available gift card to use. Essentially, they have stolen $500.00 from me. I wanted to use that money from my debit account with my credit card to buy a particular gun. I don't want a refund, unless I cannot buy the gun I wanted. Please help, I do not understand, they have such a great product, but there customer service on the phone and it seems online has much to be said about.Business Response
Date: 03/12/2024
The customer's gift card code is *********Customer Answer
Date: 03/13/2024
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 still do not understand why they say 24-48hrs and then I call and get a very unfriendly person telling me that it would be 5-15 business days, then says maybe Friday. But I now have the code, so I am glad I can spend my money now.
Sincerely,
**** ******Initial Complaint
Date:03/01/2024
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.
On 2/10/2024, I placed an order for an AR-15 pistol lower receiver with an attached SBA-3 brace.
When I arrived at my FFL (Federal Firearms Licensee) to collect the receiver, I discovered Palmetto State Army had shipped not a pistol lower receiver with an attached SBA-3 brace but rather a rifle lower receiver with a rifle stock. Without an SBR (short-barreled rifle) certification, using the stock on this receiver would qualify as a Federal felony for its intended purpose. This, suffice it to say, was not acceptable.
All contact with Palmetto for the foregoing two weeks as of this complaint (3/1/2024) has involved one predictable sequence of events: I will be assured the brace will be sent, that there will be email correspondence to confirm this, and then nothing happens. I have spoken to them four times by telephone- including once with the FFL. I have used their online resolution form and again been promised a solution- and again there is no indication the part has been sent or even processed for dispatch.
The part is $125 dollars MSRP. It is unacceptable that to use my pistol as intended I should be made either to pay another $125 out of my own pocket or suffer a massive penalty in both time and finances to register an SBR certificate with the Bureau of Alcohol, Tobacco, Firearms, and Explosives (BATFE).
I never have seen this kind of gross unprofessionalism in my life. That it concerns trade in lethal weapons is even more alarming. I expect an SBA-3 type brace as restitution at the minimum. At this point, I feel I am owed a full refund for the amount of time I have been forced to waste on electronic communication with this entity. My professional time prorated to this is worth much more than $125.Business Response
Date: 03/04/2024
A complete lower receiver in any configuration transfers as a receiver, not as a pistol or as a rifle. No matter the configuration at the FFL, the transferee should use the section marked "RECEIVER" for this item.
The part has been requested to the customer's home address :
****** *********
**** ********* **
OKEMOS MI 48864
Initially, the customer requested a complete return for exchange, but this was changed to shipping the part to the customer's home address.Customer Answer
Date: 03/05/2024
Complaint: ********
I am rejecting this response because:I have no evidence to corroborate Palmetto's claims, so I am unable to accept or reject their proposed resolution.
I have been sent no tracking numbers, no case numbers, and no shipment confirmations, so until those things arrive or the part just falls on my doorstep without warning, all I have is their word- which, unfortunately, means very little right now.
Sincerely,
****** *********Business Response
Date: 03/08/2024
This item has been prepared for shipment at this time. Once UPS scans the package, the tracking number will be ******************.Initial Complaint
Date:02/29/2024
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.
I ordered some gun parts from the company on February 9th the package came to my home with nothing in it. It wasn't missing just one item it was missing everything I contacted the company right away was told they were filling a complaint with ups and to send their company pictures of the package I received and then was told to take it to ups and show them it was empty. I did both these things ups took the package and sent it back to the company. I called the company and their agents on several different calls have said they can see the package was shipped back but can't tell me when or if they got it and they refuse to send out my items until ups does something on their end with the complaint. I contacted ups manager again and she said all they had to do was scan the return label showing they were sending it back but there was no official complaint opened from the company for her to close. I called the company again and I keep getting told I have to wait an additional 15 business days for ups to respond to the claim and close it so it keep getting told two different things from each side and still have no resolution and I feel like I am out over $300 now. One of the agents by the name Alyssa is someone I have talked to on a couple different occasions and she is very rude and keeps telling me a supervisor will call me back but I still haven't received a call back in the almost 3 weeks I have been dealing with this now. I just want what I paid for.Business Response
Date: 03/01/2024
There is an open UPS claim for this customer's order at this time. The customer was notified through email the claim process can take up to fifteen business days to conclude. The customer can request reshipment or refund when the claim is concluded, but if inventory does not permit, the customer may be refunded no matter what.Customer Answer
Date: 03/04/2024
Complaint: ********
I am rejecting this response because: I shouldn't have to wait for months to receive what I have already paid for because packing was inadequate you just stated here you can clearly see the empty package has been sent back to your company so you should send me what I ordered why should it be the burden of the customer when I have done everything I was supposed to do?
Sincerely,
******* *****Business Response
Date: 03/08/2024
A full refund of 303.49 has been requested for this customer.Initial Complaint
Date:02/15/2024
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.
I ordered this product the first of January and all the web site says is label created. It was never picked up by shipper according to the web site of shipper. They keep saying they are waiting for a return from shipper. If you check the tracking number from ups ****************** it says never picked up. They won't give me a refund???Business Response
Date: 02/16/2024
A full refund of $215.73 has been requested for this customer at this time.Business Response
Date: 02/28/2024
This customer's refund was approved by PSA on the 21st of February. We have requested a credit memo at this time so the customer can address the lack of funds with their banking institute.Customer Answer
Date: 02/28/2024
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:02/08/2024
Type:Product 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.
Ordered on January 5th 2024
$538.64
Sightmark Wraith Mini Night Vision scope and QR mount.
Palmetto State Armory shipped the wrong item to me, received January 19th. I shipped the item back to them PSA once I received an RMA number on January 22nd. Customer Service confirmed that my return has been received on Feb 1st. I called customer service on January 8th and they confirmed my my RMA had not been processed my RMA. Customer service stated that they would not be able to refund my money until the 16th of Febryuary.
I would like my money returned to me instead of PSA keeping it hostage because they can't ship the right item or process the RMA in a timely manner.
PSA seems to keep figuring out ways of stalling returning my money instead of refund my money.
ORDER # 12115895310
The item was advertised in an email on Jan 5thBusiness Response
Date: 02/09/2024
The customer was notified through email their package was received and is being processed by the returns department. Once processed, their refund will be approved.Business Response
Date: 02/28/2024
This refund was fully approved by PSA on the 21st of February. We have requested a credit memo be sent to this customer so they can address the lack of refund with their banking institute.Customer Answer
Date: 02/28/2024
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:02/08/2024
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.
I placed an order for a PSA Pistol kit and 2 AR PMAG magazines 12/16/2023. Upon receiving my deliveries, the magazines were 2 AK74 magazines. I opened a case with them (No. ********) on 12/26/2023 to receive the correct magazines. I later received an email 1/5/2023 confirming that the correct magazines had shipped and would arrive in 7-10 business days via UPS. I requested a tracking number the same day and never received a response. I then followed up 1/20/2023 (past 10 business days) for a status update and/or tracking number only to receive an email 6 days later (1/26/2023) only for them to inform me that they are having "inventory issues" and that the package will be shipped within the next few days. 2/1/2023 comes around and I finally get a notification from UPS saying I have a package on the way (again, no tracking from PSA). My package finally arrived today, 2/7/2023, and low and behold the order was not fulfilled correctly yet again, as I only received 1 magazine. It has now been 38 business days (53 calendar days) since my order was placed and STILL have not received the correct items.Business Response
Date: 02/08/2024
The customer's information has been sent to management in an effort to have the part shipped as soon as possible.Customer Answer
Date: 02/12/2024
Complaint: ********
I am rejecting this response because:I have been given this response by this company for over a month now with no official update or timeframe. I reject this response until I have an actual timeframe, as this should have been delivered to me in December.
Sincerely,
**** *******Business Response
Date: 02/15/2024
This item has been processed for shipment with UPS tracking number ******************Initial Complaint
Date:02/01/2024
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.
Purchased a hunting rifle from Palmetto State Armory and received a different model than ordered.
Steyr Pro Hunter III was ordered amd paid for, however, Steyr Pro Hunter II was received (and older less expensive model).
Seller refuses to exchange for correct model I was sold and have documentation for. I just want the model I was sold and paid for.Business Response
Date: 02/05/2024
If the customer was shipped the wrong item, PSA will provide a return label to have the item shipped back to PSA for exchange. If inventory does not permit an exchange, the firearm can be returned for refund.
Firearms cannot be returned if they have been transferred.
Business Response
Date: 02/22/2024
As previously stated, the item cannot be returned for exchange because the item was listed improperly. PSA terms and conditions allow the website to be updated when web listings occur. The customer did agree to these terms and conditions when they placed their order. The item can be returned for full refund with the label that PSA customer service has provided.
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