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

263 total complaints in the last 3 years.
95 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:11/04/2025
Type:Customer Service 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 made an online purchase. I have not received it. I’ve tried calling and I do not get anywhere by doing that. Nobody can explain why I have not received my purchase and today they said that it was just stalled somewhere very disappointing.
Business Response
Date: 11/07/2025
A refund has been requested for the customer at this time
Initial Complaint
Date:10/27/2025
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 placed an order with Palmetto State Armory on Oct 5th, 2025. I received 2 of the 3 items i ordered on Oct 8th, I still haven't received the 3rd item. The 3rd item was a bulk pack of 200, .223 FMJ cartridges. I have called customer service 3 times. In call #2 they told me the item was coming from a 3rd party and that Fedex could not deliver it and it was sent back to the vendor and that they would be responsible for my refund. I order stuff online a lot, and never had anything sent back to the vendor. I purchased the insurance that they recommended, and today they said a case was started and that I would get refund in 10 to 15 days. They got theirs the day I placed the order and paid with Visa. The amount I want back is $99.99 + tax or the item I ordered. If they are going to use 3rd party suppliers, I think they should have more responsibility in seeing that the customer gets what they ordered.
Business Response
Date: 10/29/2025
PSA records show the customer's third item was delivered on 10/20 via REMOVEDwith tracking number REMOVED
Customer Answer
Date: 10/30/2025

Complaint: REMOVED

I am rejecting this response because: I have called Palmetto State Armory customer service 3 times. On my second call, a customer service rep. told me FedEx could not deliver the package and it was sent back to the seller. No reason was given why it could not be delivered. I HAVE NOT received the item in question. Furthermore, I received an email from Palmetto State on 10/28 saying I was going to receive a refund. I asked for $106.66, which was the price of the item plus tax. I looks like I may get $92.99, which I presume may deduct a restocking fee which was no fault of mine. I order things online all the time and have NEVER had an item sent back to the seller. My driveway is clearly marked with my address, so I don't know what FedEx's problem was.

Sincerely,

REMOVED
Customer Answer
Date: 10/30/2025
I received a refund back on my Visa account for the full amount of the item in question. Thanks for you help in this matter.
Initial Complaint
Date:10/22/2025
Type:Sales and Advertising 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 Glock 21 Gen 5 Mos on October 20th at approx. 2:55pm which after taxes, shipping and other fees tallied up to $704.74. Within one hour they had charged my payment method for the full amount due. Today (October the 21st) at approx. 11:22 am I received an email from PSA informing me they were cancelling the order and would issue a refund within 5 days because apparently they were taking orders for product they did not actually have. I do not think it is fair or good practice to take orders, and charge people for those orders when you do not actually have an accurate tally of the amount of product you claim you have. Also, you took my money in less than one hour, why must I wait 5 days for a refund? I would like my money back immediately.
Business Response
Date: 10/24/2025
This refund process can resolve much faster, but the 3-5 day delay depends on the processing time of the customer's bank.
Customer Answer
Date: 10/27/2025

Complaint: REMOVED

I am rejecting this response because: It has been 5 business days and the money has still not been refunded into my account. I called the card issuer and they said I would have to speak with the merchant to find out why it was taking so long because it wasn't their fault. Because of the run around I am getting from both the merchant and the card issuer I went ahead and disputed the charge. I am also going to file a complaint with the NC state attorney general as well as a complaint with the ftc. As of now I see it as I have been stolen from.

Sincerely,

REMOVED
Business Response
Date: 10/27/2025
This customer's order is fully closed and refunded in PSA's system. The customer has been sent a credit memo to dispute the lack of refund with their banking institute.
Initial Complaint
Date:10/21/2025
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 have noticed that many of the daily deals on guns, ammo, parts, etc. often sell out quickly, leaving customers without the opportunity to purchase at the advertised sale price.
Would PSA consider offering a rain check option for members? This would allow us to secure the sale price for items that are currently out of stock, ensuring we don’t miss out when they become available again.
Business Response
Date: 10/24/2025
PSA does not offer rain checks for online sales and sale prices are limited to inventory at the point of sale.
Customer Answer
Date: 10/27/2025

Complaint: REMOVED

I noticed that PSA has been advertising discounted items
that are mostly out of stock. This has left me puzzled about how a company can
promote deals without having the inventory to back them up.
Could you provide some insight into this practice?
Understanding the reasoning behind it would be helpful.
My feeling is PSA should have enough inventory of the product
and then offer special discount.

Thank you for your attention to this matter. I look forward
to your response.

Sincerely,

REMOVED
Business Response
Date: 10/29/2025
PSA's website runs on a live inventory, so items can go out of stock quite fast if a large amount of people have the item on their wish list or "back in stock" lists
Customer Answer
Date: 10/30/2025

Complaint: REMOVED

I am rejecting this response because: I've noticed that several items posted by PSA are either
unavailable either online or in stores, particularly at the discounted prices as advertised. This has been a recurring issue, and it’s frustrating for me who is
eager to take advantage of those deals.
Could we explore the possibility of ensuring that only items
currently available for purchase are posted? Additionally, when products come
back in stock, it would be great if we could maintain the discounted pricing to
enhance customer satisfaction.
My feeling is its deceitful for PSA to post discounted item
prices on a daily basics, to its customers and not having the items in stock either online or any of its stores.

Sincerely,

REMOVED
Business Response
Date: 10/31/2025
The company runs "Daily Deal" promotional advertisements which change daily. Unfortunately, we must serve customers on a first come basis, and items listed in these emails may sell out fast. We cannot retroactively update these sale emails once they are sent. Our storefronts will match any sale price on PSA's website, provided the item in the storefront is the exact SKU for sale on the website. Sale prices are subject to change once the allotted "Daily Deal" timeframe expires. PSA does not offer rain checks for previous sale prices once a product is restocked on the PSA website.
Initial Complaint
Date:10/21/2025
Type:Billing 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.
Several months ago, I stopped doing business with PSA after I was denied an order pickup due to a minor delamination on my state-issued Real ID. This ID is valid for travel and government purposes, yet an employee declined to complete my order based on its cosmetic condition. After researching ATF guidelines and PSA’s policies, I found no justification for this denial. Despite repeated attempts to escalate the issue, I was given the runaround and never received a clear explanation or resolution. Frankly, I began to suspect the refusal may have been racially motivated—especially after speaking with others, including a law enforcement officer, who experienced similar treatment. While I’ve had positive interactions with some PSA staff in the past, this particular incident and the lack of follow-up were unacceptable and caused me to cease all shopping with your company.
Today, October 20, 2025, I discovered a fraudulent online order had been placed through my PSA account and charged to my credit card. I attempted to reach PSA through your online chat and called multiple store numbers—eight times in total—without receiving any assistance. The customer service experience was abysmal.
The shipping address used in the fraudulent order is not mine, which should immediately flag it as unauthorized activity. I expect this matter to be taken seriously and resolved without delay.
It is disheartening to see how far PSA’s customer service and internal accountability have declined. I have been a loyal customer for years, but this pattern of negligence—both in-store and online—raises serious concerns about the company’s operational integrity and commitment to customer safety.
I need immediate answers to the following:
1. Is PSA storing customer credit card data or login credentials?
2. Has PSA recently experienced a data breach that may have exposed my personal information?
3. What steps are being taken to cancel the fraudulent order and ensure that the recipient is reported?
Business Response
Date: 10/24/2025
The customer's information has been addressed with upper management at this time. Regarding any charge made fraudulently, we would advise contacting your bank and performing a chargeback.
Customer Answer
Date: 10/27/2025
Thank you for your response, but I am not satisfied with this resolution.
This reply sidesteps the main issue: a fraudulent order was placed using my PSA account and charged to my credit card. Simply suggesting that I “perform a chargeback” does not address PSA’s obligation to investigate potential data compromise or clarify whether customer data and accounts have been breached.
Furthermore, I received no proactive assistance from PSA customer service despite multiple attempts via chat and phone (8+ calls) to report the issue promptly. This failure to act responsibly raises serious concerns about PSA’s security practices, data protection measures, and commitment to customer safety.

I also raised a prior, unresolved matter regarding a questionable in-store denial of service—an incident involving a valid Real ID with superficial delamination, which I believe may have been discriminatory in nature. PSA has not acknowledged or addressed that concern in any way either, as a matter of fact, i was ignored by the store manager and promised calls from upper management in corporativo thst never happened.

At a minimum, I expect:

A formal investigation into whether customer data was breached or improperly stored.
Confirmation that the fraudulent order was canceled and flagged internally.
A response from PSA management that directly addresses both the data security concern and the prior unresolved customer treatment issue.
Until then, I cannot consider this matter resolved.
Business Response
Date: 10/27/2025
The fraud order is closed in PSA's system. We have requested any log-in credentials from this customer be erased from any internal systems. PSA does not save purchasing information in their internal server. Regarding the storefront transfer, PSA records show the transferring customer provided an illegible ID and was denied the transfer by management.
Initial Complaint
Date:10/17/2025
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.
I purchased shipping insurance. Once I received my shotgun, I inspected and found damage to the gun. I reached put to customer support and they said they can’t help me and I’d need to reach out to the third party that sold the gun to me. I reached out to the third party and they said any guns sold on Palmetto state will need to reach out to Palmetto state for support.
Business Response
Date: 10/20/2025
Firearms, once transferred from the FFL, cannot be returned for exchange or refund. If the firearm is not transferred from the FFL/gun store, PSA will send a label to have the item returned for refund.
Initial Complaint
Date:10/15/2025
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.
Palmetto State Armory cancelled my order as "Fraud" and banned my address from placing new orders. They sent me an email saying my money would be refunded and would be available in 1 to 3 days depending on my bank. There was no refund. Several days later a small portion of my rider arrived. I called PSA and was told that the statement about reviewing a refund didn't mean what it does in English. I said fine, complete the order. "Janet" at PSA sent a message to "Finance" to remove the fraud designation and be sure that the rest of my order shipped. Today I received notice that the remainder of my order, the most needed part, was being cancelled and I'd recieve a partial refund. This was the largest part of the order. I was not refunded any shipping cost. When I called and asked that th3 orde4 be completed I was told I could reorder that part of the order....AND PAY SHIPPING AGAIN. I can't even do that since my address is blocked.

Either complete my order or I can return what was delivered

Refund notice that PSA tells me is not a refund notice.
"David David,
Our internal fraud assessment system has flagged your order #REMOVEDas a potential fraudulent transaction. Please use the help center link below to contact customer service if you think this is a mistake.

A refund has been initiated, and you can expect to receive it within 1-3 business days following the cancellation date, depending on your financial institution's processes.

.
Business Response
Date: 10/20/2025
We have requested the shipping refund be provided in addition to the original refund amount.
Initial Complaint
Date:10/14/2025
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.
The gun stock was broken from both sides when I went to pick up the gun, I didn’t take it from the shop once I saw it and I want to return it.
Business Response
Date: 10/14/2025
If the firearm is not transferred from the gun store/FFL, it can be returned for a refund.

PSA customer support has emailed the customer at this time to complete the process.
Initial Complaint
Date:10/10/2025
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.
I have a refund and they wont five me back my money. Further research has determined that they are notorious for doing this.
I feel I have no other option
Business Response
Date: 10/14/2025
We have sent this customer's information to the proper department in an effort to have this refund processed as soon as possible.
Customer Answer
Date: 10/16/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.

Sincerely,

REMOVED
Initial Complaint
Date:10/08/2025
Type:Customer Service 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 purchased an item on 09/16/2025. Their website says shipping times for “all other items” is up to 3-5 business days. Which is what the item I ordered would be classified as, “all other items.” On 09/26/2025 I contacted PSA for a refund because the item had not shipped yet despite waiting 8 business days. I wanted my money back so I could purchase the item somewhere else.

Their response on 09/30/2025 was
“Unfortunately, it is too late to cancel your order as it has already been processed for shipment.

If you would like to return your order, please contact us for a Return Merchandise Authorization, except for items designated as nonreturnable per our terms and conditions”

On 10/01/2025 I contacted them for a “return” like I was instructed to do based on their email response.

The next day 10/02/2025 they responded to the return saying
“We received your request to cancel your order. The item(s) you ordered are being fulfilled by our third-party vendor. We have contacted them to request cancellation, however, they may have already processed your order for shipment. If we are unable to cancel the order, you can contact us for a Return Merchandise Authorization, upon receipt of the package.”

It is now 10/08/2025, almost a month after the original order date and still no shipping update from PSA or their vendor for an item that was supposed to ship no later than 5 business days. I have no idea who their vendor is and no way for me to contact their vendor. My money is being held in limbo for god knows how long. And I have no recourse at this point. The item has shown “in stock” since the original order date and currently still says “in stock.” It seems like they should have better communication with their vendors. I’m hoping people see this and use caution when thinking about ordering from PSA.
Business Response
Date: 10/13/2025
We have sent this customer's order information to the proper department in an effort to have the remainder of this order resolved as soon as possible. We thank you for your patience in this matter.
Customer Answer
Date: 10/17/2025

Complaint: REMOVED

I am rejecting this response because: I got this response on 10/14/2025 saying they send the order info to a different department to get the issue resolved. I’m not really sure how this helps me. I’m still in the same boat, PSA has my money and I have no product or update of any kind, from them or their vendor, on a possible shipping date or refund. So nothing was done as today 10/17/2025. Not sure what else I can do. Funny note I thought I’d add, after I sent this BBB complaint the item has been marked as “out of stock online.” So now I really have no hope of getting the item. I guess I have to continue to wait and see if they’ll give me the money back.

Sincerely,

REMOVED
Business Response
Date: 10/24/2025
We have requested a refund for the missing items at this time.
Customer Answer
Date: 10/29/2025
It is now 10/29/2025 and I finally got an email saying a refund has been requested and is pending. I haven’t received my money back yet but at least they are saying I will get my money back. So I’m finally satisfied. Hopefully the refund goes through without issue. I think PSA needs to evaluate their vendors and listed items online. They should really be on the same page, PSA and their vendors. This shouldn’t happen in 2025. If it’s listed “in stock” on your website, PSA needs to make sure the vendor actually has the item available to ship so this doesn’t happen to anyone else in the future.

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Palmetto State Armory is BBB Accredited.