Complaints

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:07/01/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 holster from Palmetto on 4/2/24 for a new firearm I was waiting to recieve. Once the handgun was received (which this holster was custom made for) I realized the firearm would not work for me as an EDC due to the control lever and being left handed. I attempted to contact Palmetto the following week (approximately 4/10) via the online contact form requesting the order be canceled if at all possible (their production times were, I believe, 4-5 weeks at the time so I was confident production had not yet started). I did not receive a response from that request, so decided, as it was my error, to wait for delivery and utilize their return option and accept the 25% restocking fee which is clearly stated on the site. Once the holster was received I submitted a return request via the email listed in the return process portion of their website. This was completed a second time as I did not receive a response from the first. When I continued to get no response I attempted (again twice) to contact them through their online submission form, again recieving no response. Per their site, there is no phone number to contact. I used Google to locate a phone number per their listing and left multiple VMs. None of my attempts to contact them to discuss the return process (which is clearly stated as an option on the website) have been returned or addressed. I believe the company should honor their return policy or offer a replacement of the same holster compatible with a firearm I own.

  Customer Answer

  Date: 07/03/2024

  I was reviewing the complaint and it looks like I neglected to add the order number for the companies reference. 

  The order number was ****.

  Thank you. 

• Initial Complaint

  Date:01/06/2023

  Type:Product 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 11/27/2022, I ordered a Glock 30S, leather, appendix carry gun holster from Palmetto Leather Works; order #****. After receiving the holster and breaking it in for use, I learned, after my first time actually wearing the holster, that my gun could not be pulled free from the holster. I conducted a second, abbreviated round of break in, then wore the holster a second time. Again, at the end of the day, the gun could not be pulled out of the holster, while the holster was being worn inside my pants waistband and secured by a pants belt; as it was designed to be worn. The problem is that the pressure from my belt collapses the holster; putting enough pressure on the slide of the gun to prevent it from being drawn from the holster. For an item that is meant for personal safety and self-defense, this a fatal flaw. I have made four attempts to contact Palmetto Leather Works and their Production Manager, Andrew S*******; in order to inform them of the product defect and come to some form of resolution. I was am out $152.00 USD, for a holster that doesn't function as intended; and Palmetto Leather Works has not replied to any of my emails or a message via their website contact form. Someone could lose their life as a result of this design flaw or error in workmanship. I wanted to make Palmetto Leather Works aware of the issue; as well as working out compensation for my loss. At one time, I would have accepted an outside the waistband holster, designed to fit my gun, as a substitute for the defective holster I was sold. But now, after being treated poorly by Palmetto Leather Works, a full refund is the only resolution I will find acceptable for their unacceptable behavior.

  Business Response

  Date: 01/06/2023

  Good morning,

  Andrew is no longer with the company, please send correspondence to ****@palmettoleather.com.

  With all of our inside the waistband holsters the pressure from the belt compresses the leather around the gun. I don't know the details of the break-in process used, but my guess would be an issue with the belt compressing the leather into the ejection port. I have not been able to duplicate this in the shop, however if reducing the compression on the belt does not resolve the issue, we will be glad to get the holster back and issue a refund.

  Thank you,

  Matt

  Customer Answer

  Date: 01/07/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18694468, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****** ***