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Complaint Details
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Initial Complaint
07/09/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I order a handguard for a Bulgarian SAM7SF-84E(AK-47) Palmetto state armory's website clearly states in the very first sentence this part is made specifically for my gun. A part comes with it that interfaces with the receiver and the handguard for a milled or a stamped receiver. Palmetto state armory has absolutely zero knowledge of what i am even talking about? I had to buy the correct part. I talked to customer service at PSA and they have very little knowledge of firearms and were less than helpful on multiple occasions. They are unwilling to even entertain they are wring and they advertise wrong.Business response
07/10/2024
PSA records show the customer was contacted on the 13th of May with instructions on how to return the item for a full refund.Initial Complaint
07/08/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I purchased a firearm from palmetto state armory. The website advertised a picture of the handgun with aftermarket night sight and gun safety. Since the night sight is not standard for this make and model I was lead to believe this was an accurate picture of the handgun. When I received the firearm it did not have the safety. I spent two weeks trying to get in contact with a manager but was not given any help or effort to correct the situation. I was told the picture was only for reference but no disclaimer was visible on advertisement. I was told it says to match serial numbers in the fine print during checkout. I feel it is disingenuous advertising to include pictures of a product with aftermarket additions but then say it’s strictly for reference. Their manipulative advertising left me feeling tricked and out 800 dollars.Business response
07/08/2024
Per PSA's terms and conditions "Photos are provided for general identification purposes only and may show optional or additional pieces for illustration purposes. Please refer to the product description for details." Firearms can be returned for refund if they have not been transferred from the FFL location.Initial Complaint
07/08/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On May 12 of 2024 I ordered a Surefire, handgun light From Palmetto State Armory. I received a package that was empty and devoid of the product that I paid for. In the box that they shipped there was only a plastic packaging and no product, package inserts or even a sales receipt. I then filed a claim with Palmetto State armory On May 22, 2024. I did tell them that the only thing I found on the box was the bottom part of the box looks like it had double tape on it. I took pictures of this and sent it to Palmetto State Armory. I did not observe any signs of damage on the package. They told me that they filed a complaint with *** For a damaged *** packaging. According to the Palmetto State Army representative “ *** asks that you allow 15 business days for their investigation process. Once we hear from ***, we will pass that information along to you. When this claim is concluded, we can either reship your original order or refund your purchase price. Reply to this email with your preferred resolution”. It is now July 3, 2024 That is way past than The 15 days claimed by Palmetto State Armory. I have called to inquire multiple times and they told Me that *** denied the claim, however Palmetto State has not offered any resolution where I paid for a product that I did not receive. I am a physician and I’m not hurting for money. However, it is the principle of me as a customer having paid for something and I should be receiving a product that I paid for. I have charged this to my American Express platinum And I’m pretty sure they will be more than glad with one phone call to refund me my money. However, Palmetto State Armory Cannot shirk their responsibility off; holding onto money and not deliberating a product. I have been more than patient however I feel that Palmetto State Armory is taking advantage of my patience. When I call, their managers have evaded to speak to me over the phone. The representatives says we don’t have a manager today.Business response
07/08/2024
UPS claims that, after the course of their investigation, the customer acknowledged delivery of the package. The customer was notified by PSA customer service regarding this resolution and was instructed on how to reopen the claim. At this time, PSA is awaiting the claim to be reopened.Customer response
07/09/2024
The original email from PSA states that there will be resolution in 15 days. Please see the attached. It is two months out and I am out of money and I do not have a product. How is this complaint now considered closed?
If PSA wants to reopen the claim with ***, then if there’s a rejection, what do I do? Who do I turn to in order to give me either my money or the product that I paid for?How long will this be dragged on at what point would PSA either give me the product or my money back?
It seems to me that this is a premature closure of the complaint without having any definitive resolution.
Business response
07/10/2024
At this time, PSA customer service is still awaiting a response regarding the reopened claim. Per PSA's customer service team : If you still have not received the shipment, please call the *** Package Information Department at ************** and/or ###-###-#### and reference your tracking number. *** requires a phone interview with you before they can proceed with the investigation. Please let me know when this has been done so I can update your claim with the date the claim was reopened.Initial Complaint
07/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I placed an online order shortly after midnight on 2/28/24. I got an error message during checkout and the order did not complete (no order number given and ultimately no product received). However, my credit card was immediately charged for the order total of $112.38. I contacted PSA at 9:15am the same morning and spoke to Mike. He saw no order in the system so he opened a case with the finance department to issue refund (case #01821966). I followed up with PSA on 3/5/24 (case #01834531) and was not able to get any update. So I contacted my credit card company and they (American Express) refunded my account the $112.38. I placed a different order with PSA on 3/5/24 with no issues. Fast forward to 6/28/24, I tried to place another order only to find out my account has been banned. I called PSA at 9:15am on 7/2/24 and spoke to Melissa, if I got her name right. She stated that there was nothing that could be done. So basically I can never buy from PSA again. All I ask is that my account be reinstated so that I may continue shopping with Palmetto State Armory. Thank you for your time and consideration.Business response
07/03/2024
The customer's information has been sent to our finance team to have the block removed as soon as possible.Customer response
07/03/2024
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
06/21/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Ordered a drop in trigger. Trigger came a couple weeks later with no install hardware and looked used and dirty. I want a replacement. Made MANY attempts to contact them with zero response.Business response
06/25/2024
Information regarding the customer's replacement parts has been sent to the proper department, to have this issue resolved as soon as possible.Customer response
07/03/2024
Complaint: ********
I am rejecting this response because:I will not be satisfied until a brand new replacement part is in my hands. Please follow through with getting your customer taken care of. I will not go away until this is settled.
Sincerely,
***** *******Business response
07/08/2024
PSA records show the customer's replacement parts were delivered with UPS tracking number ******************Customer response
07/09/2024
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
06/17/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order placed June 4 2024 for four items totalling $162.17 (Order number: ***********) Order confirmed by company and total amount charged to credit card ($162.17). One item totalling $31.99 shipped and received on June 7 2024 and email received that "order has been delivered". 3 attempts were made by me to follow-up on the remainder of the order but I was told that "a 3rd party was unable to ship the remainder of the order yet but no delivery estimate was available". I requested that the balance of the outstanding items simply be cancelled and my credit card be refunded. I was told that could not be done. I then spoke to a "customer service supervisor" who tersely told me the same thing. My complaint is that the full purchase amount should not have been charged prior to shipment of outstanding items .... especially when no one can define if, and/or when the balance of my order will be shipped. I AM REQUESTING AGAIN THE CANCELLATION OF THE CURRENT OUTSTANDING, UNSHIPPED ITEMS AND THE REFUND OF THE PRICE OF THOSE ITEMS TO MY CREDIT CARD ACCOUNT.Business response
06/19/2024
A refund of 98.03 has been requested on this customer's order, for the missing items and their associated sales taxes.Initial Complaint
05/30/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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
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 response
06/04/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
******* **********Business response
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
05/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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
05/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
05/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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 response
05/10/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
* *Business response
05/13/2024
Any damage to accessories, whether in transit or during testing, will not be covered for reimbursement by Palmetto State Armory.
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Customer Complaints Summary
338 total complaints in the last 3 years.
81 complaints closed in the last 12 months.