Posted: 1/19/2017 4:46:21 PM EDT
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Order # 32102551113
I ordered both a complete upper (37403) and lower (77932952) - both blems Basically wanted to put a decent lower end build together, sticking with carbine and just getting a 1:7 barrel (other AR is a 1:9) Searched and dollar for dollar I decided to order both from you because I was not finding anything else (at least upper-wise) in the same ballpark $$$. Researched the company more and even though there were customer service issues and shipping issues, the product seemed to be good enough for what I was after. Lower shipped first and then the upper. No delays in shipping from what I could see. Very reasonable time considering they're pretty much being built on demand. (nice job here PSA!!!) Received the upper and it was a completely different model. Contacted CS several times as nobody would offer me anything for the trouble. Had to package the thing up, print out a shipping label (standard) and TAKE it to UPS. One rep mentioned after the fact that he could have set it for pick-up (rep whom assisted with initial return did not offer). Also stated the item I PAID FOR ALREADY would not be shipped out until you received the incorrect item back. I fought to get something in return (such as just upgrading the BCG) and the best you could offer was to ship it as soon as it appeared that I returned the incorrect item (via UPS tracking). I had rep check last night and he saw that it was returned to UPS. Also, there is a Shot Show deal with the same upper minus Magpul MBUS that's less $$$, so I know you could have done something for me. It is getting late in the day and I have yet to receive a new email. PSA, can you at least get the item I paid for shipped to me? Thanks for anything you can do. |
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More info/feedback:
Sorry, the dealer/FFL that I had the lower shipped to and who was considering contacting you to be a reseller has reconsidered. I was honest with my experience and he does not want to sell products from a company that has such poor customer service at this time. I suggest someone rewrite your "About Us" page. Based on many reviews and my experience, I'm calling attention to areas that are a bit of a stretch. In a nutshell, it appears that you are a volume distributor that wants to sell as much as you can and don't care about your customers. I realize in CS you cannot make every customer happy. This appears to be quite more than an isolated incident. Now that I own some of your products, I really hope something changes over there. Appreciate the attention. http://palmettostatearmory.com/about-palmetto-state-armory Palmetto State Armory was created by people with a passion for firearms, tactical gear, and the great outdoors. The history of Palmetto State Armory is simple, veteran Jamin McCallum returned from deployment with the same passion and demand for excellence that was instilled in him through the military. As an avid gun lover and business man, he soon noticed that there did not seem to be a customer friendly company available for the everyday gun enthusiast. With the help of a few family members and friends Palmetto State Armory was created to meet those needs. Starting as just an ammunition and magazine website, PSA has grown into a full service company represented by the website, multiple retail locations, and its own personalized firearms brand. With a dedication to quality and customer service, Palmetto State Armory has their sights set on continued excellence and growth. |
| That was only one of several ways they provided poor customer service majorcollins. I've done business with many companies and worked in a call center myself. I know what customer service is about, but thanks. This particular problem demonstrates poor training and/or lack of standards with the folks answering the phones. There are other issues with the CSRs, but the biggest issue is they screwed up an order that is already paid for and are not shipping it nor did they offer anything for the extra time/trouble. I just read another post how it is bad that folks have to come here to get answers from them. I actually found this site in researching the customer service issues before placing the order. Obviously there are problems beyond making people package items and drop them off for return. |
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Quoted:
That was only one of several ways they provided poor customer service majorcollins. I've done business with many companies and worked in a call center myself. I know what customer service is about, but thanks. This particular problem demonstrates poor training and/or lack of standards with the folks answering the phones. There are other issues with the CSRs, but the biggest issue is they screwed up an order that is already paid for and are not shipping it nor did they offer anything for the extra time/trouble. I just read another post how it is bad that folks have to come here to get answers from them. I actually found this site in researching the customer service issues before placing the order. Obviously there are problems beyond making people package items and drop them off for return. But the bottom line is they paid to have the wrong part shipped back to them and they are shipping you a replacement. Why do you think they need to send you something extra to make up for it? |
| I see your point and agree with your there. Guess I expect more from larger companies that mess up (and obviously have margin room based on updated sales pricing). Some people might agree with me and others will take your side, but again, there are other issues. Biggest being they should have put a rush on getting me the item I ordered. |
It is common practice to have a gun part shipped back and the replacement part shipped when the original is received due to liability purposes. PSA tried to rectify their mistake and you got butt hurt because you didn't get something for free. Then you shit post on a public forum 
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Quoted:
Also be aware that all the product reviews are moderated on their website. Any negative reviews are simply not published giving a false since of quality and hiding any issues. As to the premise of the OP's thread, you are very fortunate that PSA resolves the problem, period. You won't be getting anything extra from them for your trouble, and likely not even an apology for the mess-up. I like the PSA products I currently own, and would likely buy from them again; but I think their company philosophy is that they sell their products cheap enough that customers should expect some hassle, frustrations, and problems and not complain about it too much. |
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Quoted:
As to the premise of the OP's thread, you are very fortunate that PSA resolves the problem, period. You won't be getting anything extra from them for your trouble, and likely not even an apology for the mess-up. I like the PSA products I currently own, and would likely buy from them again; but I think their company philosophy is that they sell their products cheap enough that customers should expect some hassle, frustrations, and problems and not complain about it too much. Thanks Henry1. That's pretty much what I'm seeing and hoping for. It would be nice if they at least acknowledged. An apology at the very least should have been extended. On hold again to check status as I type this. I am not trying to bash the company here, just offer feedback. I really hope once I receive the thing and throw a couple hundred rounds down range, this is all worth it. As far as coming her to complain, etc., this is all part of being an educated consumed. Sorry if you allow companies to walk all over you. |
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....and I just got off the phone with "Dave" who remembered working with my order and apologized that I did not receive an email yesterday. He sent me the updated tracking.
Unlike others who use this forum (which we shouldn't have to) to get answers and so forth, I will eventually report back and offer a review. In this thread (only fair). Might be a while with schedule and W. PA weather, but I'll get back.... |