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.
78 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:02/01/2024
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.
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.
Initial Complaint
Date:02/01/2024
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 firearm on Dec 31st from Palmetto State Armory's website for $295.06 after state taxes. The firearm was shipped to a local licensed gun store to do the transfer. When the firearm arrived, the magazines that was supposed to accompany the weapon was removed from the packaging. When I contacted Palmetto, they informed me that due to the laws in my state, they could not ship the magazines that come with the weapon. They claim that this is clearly stated on their website but I could not find their policy that states that exact statement even after thoroughly scouring their website. When asked if I could be credited, they stated that they will not credit me for the missing product that I already paid for. To make matters worse, they stock the "compliant" magazines in their stores, that I had to pay an additional fee ($89.76) to get shipped to me. I strongly feel like they are okay with "ripping off" consumers in states with strict gun laws by misleading them on their website at the time of purchase. This policy needs to be clearly stated at the time of purchase to prevent matters such as this. No one in their customer service was willing to assist and the told me that I was out of luck.

In conclusion, I paid Full price for an item, that was partially shipped. Because of their policy stated somewhere in their "terms and conditions" I cannot be made whole. I am aware that I cannot undercut state laws, but they have the ability to remain compliant by shipping the correct product which they stock and sell on their website. Essentially, they get to keep and re-sell items I paid them for as well as earn more money from me in order for me to utilize a product that did not arrive as advertised on their website. Please assist if you can.

PS. I am and was fully aware of my state law restrictions before ordering the firearm. My FFL imports and alters the magazines locally to remain compliant which is legal in Washington state.
Business Response
Date: 02/05/2024
In PSA's Terms and Conditions, which must be agreed to prior to placing the order, they list the following :

Magazine Ordering Restrictions

Palmetto State Armory abides by all state regulations regarding the sale of high capacity magazines. We DO NOT ship high-capacity magazines with firearms to the states that have active magazine restrictions. We WILL NOT replace high capacity magazines with state compliant magazines. We DO NOT offer refunds in place of the magazines.

The customer will not receive reimbursement for the removed magazines. If the firearm has not been transferred, the customer can return the product for refund. PSA will provide a UPS return label that will be emailed to the customer and the customer's FFL.
Customer Answer
Date: 02/06/2024

Complaint: ********

I am rejecting this response because:
despite Their claims, this information is not readily available when making a purchase in their site prior to sending payment. Per their response, a consumer has to spend hours clicking through multiple links on their website before shopping for products that they offer to the public. I am fully aware of the laws in my state, but they stock and sell the “compliant” products on their website. I will not accept their claims that the customer must be aware of their policies, if their policies are buried behind multiple links on their website. They are misleading their customers in an attempt to acquire full funds for a partially shipped products which they get the autonomy to resell, while gaining more money from the same consumers to purchase the compliant equipment based on intentionally misleading information.

Sincerely,

******* *********
Business Response
Date: 02/07/2024
This information is listed in the PSA terms and conditions, which must be agreed to prior to placing any order. The customer acknowledges reading and understanding these terms when prompted by a check box at the end of the checkout process.
Initial Complaint
Date:01/30/2024
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 ordered a product on 1/23/24 and immediately checked my order history. It’s not there but I have an email receipt. I have tried calling there number dozens of times and it appears to be disconnected. I have emailed them numerous times and no response. This has got to be the most ridiculous purchase. If you call one of there stores they no nothing even though they are supposed to receive the order.
Business Response
Date: 02/02/2024
This order is an in-store pick up to one of the physical PSA storefront locations. If the customer is not contacted by the PSA storefront after two weeks of the order *********** being placed, please contact that storefront regarding completing your transfer.
Initial Complaint
Date:01/23/2024
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.
Palmetto state armory had a gun listed on there website on sale said gun in question is the steyri pro hunter 3 308 20” barrel for 649.99 sale price. I purchased the gun and had it sent to my ffl after taking the gun home and started to clean it I noticed that palmetto state sent me the steyr pro hunter 2 308 20” barrel. A cheaper gun. I then emailed palmetto and they wanted photos of my order and what they sent me. After sending them what they asked for I waited four days with no response back from my palmetto state armory. I have attached the ads from the photos that took when in ordered the rifle along with what I was sent from them. Seems to me like it was false advertisement by passing off the older models as the new models. The pro hunter 2 sales for 967 and the pro hunter 3 sales for 1399.99 have checked multiple sights for the information
Business Response
Date: 01/29/2024
The pictures have been received at this time and the customer's information has been sent to customer service management to set up a resolution as soon as possible.
Initial Complaint
Date:01/22/2024
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 ordered a product on 1/11/24 it was shipped for 4 days without any movement I called to get information and the guy did a return to sender and returned my item without my permission and it is now 1/22/24 and I have 0 information a supervisor was supposed to call me by last Thursday and now they refuse to answer my calls or emails, this is theft in my eyes
Business Response
Date: 01/29/2024
There is an active UPS claim open for this customer's order. They were notified via email this process can take up to fifteen business days to complete. They have been notified via email once the claim is resolved, the package will be reshipped.
Business Response
Date: 02/02/2024
This order was refunded on the 29th of January.
Customer Answer
Date: 02/05/2024

Complaint: ********

I am rejecting this response because:

I was told my package was on its way with a tracking number for 3 days then was told they were just going to refund it and refuse to work with me, just got my money back almost a month later and they hang up on me and refuse my calls or emails

Sincerely,

**** ******
Initial Complaint
Date:01/19/2024
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.
This is my last effort to get your company to fulfill your legal obligation to fulfill my order before I dispute the charges on my card.

Since my order(***********) shipped on 12/14/23

Multiple requests for assistance have been ignored, and multiple requests for assistance have been left unresolved after initial communication was established.

My items (Tracking # ************) have sat in the same location for over 30 days.

Your company has failed to take any action which has any effect of getting me my items.
It is the legal and fiduciary responsibility of the SELLER to deliver the items successfully to the BUYER. You have failed to deliver my items. Either have your items returned to you by the carrier and refund me for them or reship them with the carrier selected AT CHECKOUT AND LISTED ON THE RECEIPT, USPS/UPS.
Business Response
Date: 01/22/2024
The customer's order shipped in three packages. Records show two of these packages were delivered with UPS tracking number ****************** and FedEx tracking number ************. The items missing from tracking number ************ appear to be several accessories totaling ~$142. To process a refund for the full order, the customer must return these delivered packages.
Business Response
Date: 01/22/2024
The customer's order shipped in three packages. Records show two of these packages were delivered with UPS tracking number ****************** and FedEx tracking number ************. The items missing from tracking number ************ appear to be several accessories totaling ~$142. To process a refund for the full order, the customer must return these delivered packages.
Initial Complaint
Date:01/16/2024
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.
Ordered item on the 1st of January, called in about a week later to see what status was, was told it would be shipped out by midweek 9th, called on the 10th to see what status was, was told that info I had been given was completely incorrect.

Said item was shipping out on the 11th of January.

UPS status hasn't changed since the 11th (Shipper created a label, UPS has not received the package yet.
US, United States · UPS)

So I called in this morning and they told me they cannot help me and it might be lost in the warehouse?

this is a joke. I have spent thousands with this company and now im being treated like crap.

Need explanation for the 700$ item that is lost in the abyss
Business Response
Date: 01/18/2024
UPS records show this customer's order has been delivered with tracking number ******************
Customer Answer
Date: 01/18/2024

Complaint: ********

I am rejecting this response because:
your Correct even though I was told a supervisor would call and instead spammed emails of shipping times to me

tried out today wouldn’t cycle on any gas setting/magazine/type of bullet
so I called to return it, said I would have to return on my own dollar and couldn’t return lower

this is bs I’ve spent 10k with this company and haven’t had any issues with anything till now

Sincerely,

**** *******
Business Response
Date: 01/22/2024
The customer requested for the product to be repaired through PSA customer service. If the customer would prefer to return the product for refund, the customer must make this request through PSA customer service.
Initial Complaint
Date:01/16/2024
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.
I attempted to purchase an AR15 compliant upper from Palmetto State Armory. I used their online website and searched under AR15 uppers. I select an option, PSA GEN2 KS-47 10.5" CARBINE-LENGTH 7.62X39 1/10 NITRIDE 9"
LIGHTWEIGHT M-LOK UPPER WITH BCG & CH - TC-E EXTRACTOR

This item was advertised as an AR15 upper. Upon getting it, I waited a bit to install it on the AR15 lower only to discover that it did not fit. It turns out that it WILL NOT FIT an AR15 lower. You must purchase the PSA KS-47 lower! FALSE ADVERTISING. I tried to get them to exchange for something that would work for me but they declined. This is "tag, you are it . . HA HA advertising and business practice". I need some help.
Customer Answer
Date: 01/16/2024
Hello. I made a mistake and did not understand the email you sent. I mistakenly clicked the bar that said do not receive any more correspondence and I want to correct that. I indeed DO want to continue forward with this.
Business Response
Date: 01/18/2024
While the company has sold an AR47 line of upper receivers, the KS47 is a separate line that will not populate in AR15 search results, as they are only compatible with the KS47 line.

This customer's purchase is from August of 2022. Palmetto State Armory does not offer returns for refund beyond thirty days from the point of delivery.
Initial Complaint
Date:01/10/2024
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.
On 12/22/23, I ordered 6 boxes of ammo from Palmetto State Armory(order# ***********). I received them on 12/30/23. There were only 5 boxes of ammo in the package(2-boxes 77gr OTM 5.56, 2 boxes of AAC 70gr 5.56, 1 box of AAC 75gr HPBT 5.56). I was missing a box of Hornady Black 75 gr in .224 Valkyrie. I emailed PSA about the missing items and received a Case#********. The email said that they would respond in 3 business days(Sent on 12/30/23). Fast forward to 1/6/2024 and I still had not heard from the company, so I placed another email about the missing item and was given another case #********(Both were email and did not talk with a person). On 1/8/24, I still have not heard from PSA so I called their customer service number. I spoke with customer service rep. Quenetta and after a few minutes I was told that I had to send them a picture of the items that were shipped to get a refund. I replied that it was impossible to send a picture because I have used the items and did not have them anymore. I also told Quenetta that the email they sent me said I would be contacted within 3 business days. My first case # was sent on 12/30/23 and 1/2/24 was the first business day, January 8 would be the FIFTH business day. On the 4th business day, I went to the range and used the ammo I purchased except for the box that was not sent. After telling Quenetta that I did not have the ammo because I used it, she told me that I would not get a refund unless I had a picture. I told her that I had a picture of the packing slip, but not the items because I used them. She said she would talk to a Manager and call me back in 2 hours. She sent an email instead, that I CAN NOT respond to, stating that I would NOT receive a refund without the pictures. I called back and spoke to another rep who said the same thing, “No pictures, No refund”! I responded, “you stole money from a Disabled Veteran”, she just said sorry. This is unacceptable!!!
Business Response
Date: 01/12/2024
PSA customer service and management has stated to this customer that without a picture of the shipment as received, they cannot issue a partial credit for a missing product.
Business Response
Date: 01/18/2024
As the customer cannot provide substantial proof the box of ammo was missing from the shipment, we cannot issue a direct refund to the customer's purchasing card. Customer Service Management has agreed to process as a PSA e-gift card. This will be for the amount of $30.23, the cost of the box of ammo and the assorted sales tax. This will be sent through email in the next few business days.
Customer Answer
Date: 01/18/2024

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:12/27/2023
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.
Refund never showed it’s been more than 3 weeks.
Nobody answers the phone when I call at anytime of the day.
Business Response
Date: 01/02/2024
We have sent this customer's information to a member of the financial team in order to have the order refunded at soon as possible.

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Palmetto State Armory is BBB Accredited.