ComplaintsforPalmetto State Armory

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased palmetto 8818 upper receiver PREMIUM kit. This upper world not fire accurately and bullets would keyhole. I sent it to palmetto the first time for this, they took a long time to "adjust the sights". I told them specifically that there was a barrel issue. They sent it back, it was NOT repaired. I sent it back THE SECOND TIME. It took something like 5 months for palmetto to send it back to me! They did replace the barrel this time which helped, however i was STILL having accuracy issues. I sent the scope in for repair thinking it was defective. Leupold no longer made that scope and chose to send me a DIFFERENT scope which had a different sighting dial system that i am not super fond of for this rifle. I lost my preferred scope because of this and the rifle STILL inaccurate. So i started checking the rifle and upon closer inspection, i could see the barrel movement in the upper receiver mount was actually moving several thousanths of an inch. I contacted palmetto, but at this point im afraid to trust them. I am a competent gunsmith, and though this has a "lifetime warranty" i decided that I needed to do something. PALMETTO STATE ARMORY LEFT THE BARREL RETAINER NUT LOOSE TO HAND TIGHT. It wasn't even torqued to specifications. I paid about $1000 i think for this PREMIUM kit! That loose barrel nut could have caused jamming and other potentially dangerous issues as well as totally inaccurate fire! I torqued the nut on myself this time! I feel palmetto state armory owes me for a lost scope setup. I had been in contact with Warranty man named "Gray" and "Gray" hasn't contacted me back after my request. I WILL FIX THIS UPPER MYSELF AT THIS POINT I TOLD HIM! I sent pictures of the repair and torque procedure to "Gray" as well as told him i had to buy an armorers wrench that I did not want to purchase. I am not happy about this. Feel like i got raked by a 1980s cheap suit used car salesman. And i tried to contact corporate executives, ad they won't talk to you.

  Business response

  08/09/2024

  Records show the representative offered the customer a replacement on their item or another warranty repair. The customer declined, opting to repair the item of their own accord. We cannot offer a refund for third party repairs, and we cannot offer sighting of optics based on replacements from manufacturers. 

  Customer response

  08/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: your incompetent business practices endangered my well being, cost me hundreds of extra dollars directly and months of time , frustation and effort and a preferred item for my choices of fulfillment of my firearm sighting preference.. Further, when i asked repeatedly to talk to a member of management, or executive staff, i was refused. I believe your company acted in distrust, disloyalty and provided me a poverty of service and disregard for my collateral losses. A meager sum of clearance items for the loss of my scope setup was all i asked from you, a significantly lower cost i might add to your company than replacement, which i could not trust to be assembled properly at all at this point. How could i trust you under the circumstances with a tool that my life depends on to be assembled properly at this point and i feel my ask of you to cover my scope setup loss was fair and reasonable given the situation.
  
  Sincerely,
  
  ***** *****

  Business response

  08/14/2024

  The Company will not refund any warranty work done from a third party source. As the optics manufacturer replaced the item with a new product, any reimbursement for your perceived financial loss would have to come from that manufacturer. Palmetto State Armory can only cover warranty work on PSA products, and the customer has been offered further warranty work on their PSA products.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Firearm was purchased and noted as in stock by the website on 7/16. No shipping updates where provided despite calling and inquiring. Additional follow up on 8/1 and was told the order was cancelled despite never being sent any notification. I had inquired about the refund which did not appear on a credit card. They stated it was refunded in 7/29. They then stated they will send a notification and it was not. I stated this is poor customer service and they stated it isn't their fault.

  Business response

  08/02/2024

  A full refund has been requested for the customer's order due to the inventory error. Refunds can take up to five business days from the point of approval to post to the customer's purchasing credit/debit card.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ordered an sig p365xl rose edition kit, was supposed to come in an unopened sealed box with gun, magazines, dummy rounds, etc. when the box was shipped to my FFL the 2 magazines and dummy rounds were missing. I have ordered multiple times from PSA, and they have always shipped the magazines without a** issues. They have recently shipped 15 and 17 round magazines which my FFL has pinned for state compliance with receipt of him doing so. I called PSA on 2 occasions with no resolution. The 2nd time I called I asked to speak to a supervisor and was told the supervisor was not available and would call me back, which they have not called me back. PSA has always had their rules with state compliance but it has never been an issue. As far as I am concerned I paid full price for a product and PSA stole product from me. If PSA does not want to ship to certain states they should have denied the order or emailed me to confirm that I still wanted the product. I did ask while on the phone for store credit or for them to ship me 10 round magazines which they said no. Stores in ** are selling this same gun with 10 round magazines. You know they are not just throwing away good magazines, I was sent a useless product that I had to spend extra money to get magazines that should of already been included.

  Business response

  07/29/2024

  PSA's terms and conditions state, regarding firearms with non-complaint magazines, that the magazines will be removed, not replaced, prior to shipment. PSA also states the customer will not be reimbursed for the removed non-complaint magazines. PSA will not offer a refund regarding the removed items. If the firearm was not transferred from the FFL, it can be returned for refund.

  Customer response

  07/31/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This has always been PSA policy however even though this has been their policy they have still shipped and recently shipped 15 and 17 round magazines to my FFL which he makes ** compliant. They in the past have not followed their own policy so how am I supposed to know this was going to happen? I have done a lot of business with PSA and have referred a lot of people to PSA and have never had an issue till now. I did call on multiple occasions, July 15th and was told gun sales are final. Then was told maybe I can get it approved for you ship it back at your expense which is about $80 and there would be a 5% restocking fee. There was no guarantee that could be approved, just all gun sales were final. I called again on July 19th and asked to speak to a supervisor and was told they were not available and that I would receive a call back which I did not. So now that I filed a complaint so other people are aware, now it is ok to ship back after its already been transferred because PSA dragged their feet and would not respond till BBB got involved. So is this their business motto, drag their feet till the firearm is transferred and then say oh you can return if it hasn't been transferred? Or making a profit off restocking fee? Or taking mags and reselling them? You cant tell me they are throwing them away. There should be other protocols in place when selling firearms with more then 10 round magazines to non compliant states. In this day with all the technology we have I have a hard time believing they couldn't send a email or call before the item was shipped. I can guarantee I am not the only one this has happened to and I will be telling others to beware of PSA customer service. 
  
  Sincerely,
  
  ******* *****

  Business response

  08/01/2024

  FFL Dealers have a separate department to order non-compliant products for the purposes of making state-compliant for sale in their storefront locations. For orders placed on the standard website, the customer is subject to PSA's standard Terms and Conditions. The magazines will not be replaced and the customer will not receive a partial credit for the removed non-compliant items.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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.
  

*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. ↩