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View Full Version : Extremely disappointed with PSA, loyal customer lost


baltik
04-25-2012, 7:44 AM
Just received my midlength hammer forged lightweight complete upper in the mail yesterday only to realize they dropped the price by $50 prior to me receiving it.
http://palmettostatearmory.com/index.php/ar-15-05/complete-uppers/16/psa-16-hammer-forged-cmv-mid-length-light-profile-stripped-upper-without-bcg-or-charging-handle.html

Gave them a call this morning, I have ordered pretty much 100% of all my ammo and guns from them over the last year, $2k+ worth of purchases including my springfield XD and a bunch of AR parts. The woman on the phone was nice but refused to do a full or partial credit because the upper did not come with a BCG or charging handle. To which my obvious response was - neither did my full price purchase.. I paid extra for the BCG and handle not sure how that disqualifies me.. Either way even though the part went on sale prior to me actually receiving it PSA was not willing to budge. Again I recognize that they are not obligated to honor the new price - that said I do think it's bad business to not reward a loyal customer given the original order was still being processed.

end of rant

frankm
04-25-2012, 8:11 AM
Still get more bang for the buck from them. I wouldn't sweat 50 bucks. And I certainly wouldn't let me stop from buying from them.

fighterpilot562
04-25-2012, 9:16 AM
Still get more bang for the buck from them. I wouldn't sweat 50 bucks. And I certainly wouldn't let me stop from buying from them.

+1.

Akers
04-25-2012, 9:30 AM
I tend to say I am done with them on a montly basis, mainly becuase of their CS. But then I go other places and get worse service and realize it is just how people are these days.

Stick it out, they are still good products for the money. Hopefully as they grow they will get better.

PSA, please take a page out of Primary Arms book. I spend nearly a grand a month on guns, ammo and parts and would gladly give it all to you if..

PSA would actually answer their phones or return voicemails.
PSA would have items in stock.

Still love you guys though!

baltik
04-25-2012, 9:48 AM
Yeah maybe the reality of the gun retailing landscape. That said it's not going to be a sellers market forever, and when the tide turns companies that were good to their customer through the lean years will benefit..

d4v0s
04-25-2012, 1:11 PM
Im sorry but, this whole price matching bs is out of control. If your buying guns and $50 puts you over the edge to where you swear off a company all together... You may need a cheaper hobby.

Just put yourself in a business persons shoes, the market fluctuates and sometimes it stinks to buy in too early. In all honesty this is no different then the entitled *****s in the occupy movement. Knock it off and act like a man.

RazzB7
04-25-2012, 1:31 PM
If the price was acceptable when you bought it, why is it unacceptable now?

choprzrul
04-25-2012, 1:42 PM
Just buy a second upper and then average the 2.

tradecraft
04-25-2012, 1:45 PM
You made a reasonable request to PSA but are really overreacting to their response.

baltik
04-25-2012, 2:20 PM
Umm i think i was pretty clear in my initial posting, If i purchase a product and it drops in price down the line for whatever market reasons - that's supply and demand I dont and have never taken issue with that. But given the price drop occurred prior to me actually taking possession - that changes things significantly. I mean think about this in a brick and mortar situation. You purchase an item which is out of stock, go back to pick it up in 2 weeks and they are prominently featuring the very same item at a discount. You politely ask them for the price they are offering to everybody else and they present you with a nonsensical reason why they wont. Regardless if the price difference was $10 or $1,000 would you patronize this store again? Again not crying over $50 but I think my point was reasonable and the vendors response wasn't. As far as the occupy movement reference-that's quite a leap of logic... a grand canyon's worth.

Dutch Schultz
04-25-2012, 7:49 PM
I understand what you're saying and I do think you have a point, but in my mind when a deal is made that's the deal period. You knew or should have known in advance the time frame in which you'd receive your purchase. "A deal is a deal, even with a dirty dealer."

(To be clear I am not calling PSA a dirty dealer by any means, in fact I've been a very happy customer. And have nothing but good things to say.)

clutchy
04-28-2012, 9:15 PM
I find this whole phenomenon of NO MORE!!! tiring.

so disappointed...
lost a loyal customer....

I don't know if it's just in the gun community or i'm just exposed to it more but seriously I think we're all just a little too sensitive.

DinoPJR
04-28-2012, 10:18 PM
There ammo is a ripoff.

Peter.Steele
04-29-2012, 9:35 AM
There ammo is a ripoff.


You're kidding, right? Go buy ammo at Walmart or Big 5, then come back and tell me that.

m03
05-01-2012, 8:47 AM
There ammo is a ripoff.

LOL, yeah right. They're damn near the cheapest option for much of the ammo that they carry.

Black Majik
05-01-2012, 9:52 AM
Darn, they didn't honor their new price. I can recommend you order from Botach Tactical next. They'll definitely treat you right.

Lives_In_Fresno
05-01-2012, 10:31 AM
Im sorry but, this whole price matching bs is out of control. If your buying guns and $50 puts you over the edge to where you swear off a company all together... You may need a cheaper hobby.

Just put yourself in a business persons shoes, the market fluctuates and sometimes it stinks to buy in too early. In all honesty this is no different then the entitled *****s in the occupy movement. Knock it off and act like a man.

The guy wants value for his money, and you equate him with the occupy movement and tell him to suck it up "like a man".

If you want to pay more, that is your business. I guarantee that there is nothing manly about wanting to do so.

newglockster
05-01-2012, 10:52 AM
If the price was acceptable when you bought it, why is it unacceptable now?

This!

bombadillo
05-01-2012, 11:02 AM
Just bought a rifle kit, PSA lower, moe trigger guard, MBUS rear sight and a bunch of smallower parts to restock my supply from helping others. They rock as a company and I just asked for the "patrol rifle kit" and they refused but I expected it honestly. They have killer deals and fantastic, although slow shipping times.

DiogiDoc
05-04-2012, 10:23 AM
"Just received my midlength hammer forged lightweight complete upper in the mail yesterday only to realize they dropped the price by $50 prior to me receiving it."

Was the item backordered or was the price dropped after it was shipped but before you recieved it? I think that would make a difference to me. Also if they ordered it specifically for you as opposed to making a bulk order and placing it on sale (thus risking thier own capital in hopes some will buy) would also make a difference to me.

That being said everyone wants the cheapest price and the best customer service. All the expensive places with great customer service are going out of business because all the "loyal" customers want the cheapest price.

Sicarius
05-04-2012, 11:20 AM
If the same logic was applied, what would happen if a product goes up in price overnight?
Kevin

longv
05-04-2012, 12:13 PM
the ones on sale have no logo on them so there might be other differences also. so its not exactly the same item you bought that had a price drop

DiogiDoc
05-05-2012, 12:19 AM
the ones on sale have no logo on them so there might be other differences also. so its not exactly the same item you bought that had a price drop

Nice pick up. Went to their site and the upper he ordered is still for sale at the $399 price (with logo) and the non-logo for $349 sale. In addition there is a 15 day lead time to make all the uppers. So he could not get the new sale item shipped for at least 15 more days. Lastly, the carrier bolt group is out of stock by itself and is not offered as an upgrade with the $349 upper. The CBG is however only available if you purchase the $399 upper and upgrade it like he did.

While he feels misled, it appears PSA is still selling the upper he ordered. They did not change the price.

After investigating this, my opinion is the harsh criticism is not fair. In fact, I might buy a rifle kit from PSA after seeing their site. Thanks for the referral.

firebert
05-07-2012, 9:55 PM
How much did you pay for your BCG when you added it as an option? IIRC PSA sell that item for $120 if purchased alone and $80 if added to a upper (Though they changed it to $100 when added to a upper recently).

I haven't ordered anything from them. Was planning on buying a upper but they couldn't configure it to the way I wanted so I took my business elsewhere. Though they are prompt with answering my enquirys

jonzer77
05-14-2012, 8:45 AM
Umm i think i was pretty clear in my initial posting, If i purchase a product and it drops in price down the line for whatever market reasons - that's supply and demand I dont and have never taken issue with that. But given the price drop occurred prior to me actually taking possession - that changes things significantly. I mean think about this in a brick and mortar situation. You purchase an item which is out of stock, go back to pick it up in 2 weeks and they are prominently featuring the very same item at a discount. You politely ask them for the price they are offering to everybody else and they present you with a nonsensical reason why they wont. Regardless if the price difference was $10 or $1,000 would you patronize this store again? Again not crying over $50 but I think my point was reasonable and the vendors response wasn't. As far as the occupy movement reference-that's quite a leap of logic... a grand canyon's worth.

Somebody call the wambulance. Like others have said, if it was the right price when you bought it, then get over it.

Josh3239
05-14-2012, 10:07 AM
Return it and buy it again? I guess not that loyal.

4Defense
08-04-2012, 7:53 PM
It's funny to see these threats all the time on different forums.

over the last year, $2k+ worth
that said I do think it's bad business to not reward a loyal customer
Extremely disappointed with PSA, loyal customer lost

OK. -1 . I think they still have about 1,000,000,000,000,000,000 customers left. They can loose a few more. Ya think they will loose any sleep over it?:rofl2:

angrypeccary
08-05-2012, 7:21 PM
op is a cheapskate and probably does not leave any tips when eating out

new1911
08-22-2012, 8:48 AM
i can't complain. ordered ammo over the summer while they had their free shipping offer and received the wrong ammo. quick email and received the correct item a few days later and got to keep the wrong ammo for the trouble. lower build kit took a while to ship but you won't find a deal as superb as the moe acs-l lpk. can't wait for the 16" mid on sale couple days ago to arrive. i will definitely be back for more firearm goodies.

njineermike
08-22-2012, 8:53 AM
If the same logic was applied, what would happen if a product goes up in price overnight?
Kevin

This.

dctex99
08-22-2012, 8:54 AM
It's funny to see these threats all the time on different forums.

over the last year, $2k+ worth
that said I do think it's bad business to not reward a loyal customer
Extremely disappointed with PSA, loyal customer lost

OK. -1 . I think they still have about 1,000,000,000,000,000,000 customers left. They can loose a few more. Ya think they will loose any sleep over it?:rofl2:

That is what Black and Decker said a few years ago......now they are bankrupt and owned by Stanley!!

chrisout
08-23-2012, 8:23 AM
http://www.bbb.org/columbia/business-reviews/mail-order-and-catalog-shopping/palmetto-state-armory-in-columbia-sc-34084856

That is what Black and Decker said a few years ago......now they are bankrupt and owned by Stanley!!

RazzB7
08-23-2012, 8:33 AM
It's funny to see these threats all the time on different forums.

over the last year, $2k+ worth
that said I do think it's bad business to not reward a loyal customer
Extremely disappointed with PSA, loyal customer lost

OK. -1 . I think they still have about 1,000,000,000,000,000,000 customers left. They can loose a few more. Ya think they will loose any sleep over it?:rofl2:

Do you know how a business goes under?

One customer at a time.

bombadillo
08-23-2012, 3:56 PM
I had a problem with something, and I got over it. Something not too far off from this actually, but you know what, I bucked up and looked in the mirror and said that they're the best company in the business for the money. Where else can you find an FN barreled upper that is up to mil-spec, with a high quality BCG and built to your specs for $450. NOWHERE. Just cut your losses and call it a day because you won't find the quality anywhere else. They are a great company to deal with 99.9% of the time and have their problems from time to time, but they ARE solid. Take a look at BCM or other people, and compare prices. You won't find a better upper for the price.

LMTluvr
08-24-2012, 4:30 PM
PSA is hands down one of the best websites out there. They're prices are fantastic and prior to everybody eagerly disseminating they're info they alway(s) has plenty in stock. Theyre firearm parts are high quality, shipping is fast and I don't worry too much about trying to get them on the phone. That does kinda stink but try not to let it stray you away from them completely. The money you save buying from them Vrs. Some of the (on par with extortion )prices the other online vendors are asking will make up that 50 in no time.

SKSer
08-24-2012, 4:38 PM
If the same logic was applied, what would happen if a product goes up in price overnight?
Kevin

this completely, if the price went up after they shipped and charged you an extra $50.00 you would no doubt be livid, and would probably be saying far worse about them, it has to be the same logic you know. It just sounds like bad timing you know. Also if they do that for you, they would have to do it for everyone, and then they would never be able to modify their prices without stopping ordering for their max amount of time it takes to ship to anyone.

4Defense
08-25-2012, 9:08 PM
Do you know how a business goes under?

One customer at a time.



No businesses will last forever. Do you know that?

It's just a matter of how long they stay in existence.

In PSA's case, they will be around for long time before they go under.

So suit yourself. Put your money where your mouth is and don't ever spend dime with PSA.

Yerman
08-26-2012, 2:51 PM
I'll gladly pay for for the same product elsewhere if the CS is better. It's not always about price.

They wouldn't even let me add items to my order (give them MORE money) without canceling my order and paying a 10% restocking fee. I will also be taking my money elsewhere. http://www.calguns.net/calgunforum/showthread.php?t=612382

OP, you have every right to be upset.

roushstage2
08-26-2012, 11:07 PM
I'll gladly pay for for the same product elsewhere if the CS is better. It's not always about price.

They wouldn't even let me add items to my order (give them MORE money) without canceling my order and paying a 10% restocking fee. I will also be taking my money elsewhere. http://www.calguns.net/calgunforum/showthread.php?t=612382

OP, you have every right to be upset.

Two completely different things. The OP wanted $50 back because a sale started after he placed his order.

jonzer77
08-27-2012, 9:05 AM
Two completely different things. The OP wanted $50 back because a sale started after he placed his order.

Yup, OP just wants to complain.

rromeo
08-27-2012, 2:09 PM
You're not really a loyal customer if it takes $50 to lose you.

xDIEGOx
08-28-2012, 10:48 AM
Get over it.

darkcrave
08-29-2012, 5:29 AM
Im not saying whats right or wrong in this situation.

But plain and simple. Good customer service is good for business.



Refunding that 50$ to the customer would not really cost them anything, but it would make the customer more comfortable in ordering.

The more Comfortable the customer is the more hes likely to buy more products even when they dont need them,
and blah blah blah blah all over the interweb about how great of company they are " I even bought an Upper receiver and they refunded 50$ when it went on sale" blah blah blah

Good Reviews + Good Prices = More business So why not??

Write this down it will increase business.

guns4life
08-29-2012, 5:40 AM
The OP is 100% in the right, any worthy retailer would be happy to extend the refund. In fact some retailers will honor the price drop for 30 days or more...PA made the wrong call on this one.


For the guys tellin him to "get over it" etc, be sure to pool up amd send him 50.00. If it were me the upper would probably be on its way back to PA.


ETA: I'd send it back because somebody from CS said NO to a perfectly legitimate request. Customer service is HUGELY important when I do business with somebody, as such I am just as much a stickler when it comes to our own CS department. We have policies in place to ensure our customers are satisfied when they hang up the phone. They(the customer) will get either a detailed explanation as to why we cannot meet their request coupled with a way to make it up to them or we will happily(emphasis on happily) fulfill their request...either way they hang up in a better mood.

It is my belief that this policy has helped us grow from a one man show(my father making deliveries around town in his Ford Probe) to a 500 employee operation covering the whole of CA. We have grown all these years via word of mouth alone. We've never had to advertise because our quality of service and customer care sells the business for us. I frequently put calls into the CS department to listen to how they answer the phone, check their tone and correct/praise as required.

darkcrave
08-29-2012, 6:22 AM
PSA this would be a good time to comment also :)

socal44
08-29-2012, 6:30 AM
All of you talking crap about the op would be pissed also if you were in his shoes.

Palmetto State Armory
08-29-2012, 7:07 AM
Sorry, but it isn't my decision to refund his money. There isn't anything I can do here, and you can't expect to get a refund (from any company in any industry) just because they had a sale after you placed your order.

guns4life
08-29-2012, 7:24 AM
Sorry, but it isn't my decision to refund his money. There isn't anything I can do here, and you can't expect to get a refund (from any company in any industry) just because they had a sale after you placed your order.


You most certainly can, it's called a "price adjustment" and just about every retailer does it.

jonzer77
08-29-2012, 8:59 AM
You most certainly can, it's called a "price adjustment" and just about every retailer does it.

He liked the price when he bought, I don't get what the big deal is. Also all companies don't give a price adjustment.

darkcrave
08-29-2012, 9:02 AM
Sorry, but it isn't my decision to refund his money. There isn't anything I can do here, and you can't expect to get a refund (from any company in any industry) just because they had a sale after you placed your order.



Copes (http://www.copesdistributing.net/) Placed an order two days before a sale, saw they had the sale. I called them and they refunded me the difference.

One Source (http://www.onesourcetactical.com/) Purchased a small small trigger spring, flat rate shipping was 10.00. I called and they adjusted the shipping to the actual cost 1.99


You can always do "something" even if its sending him a 10% off his next purchase. Saying you cant do "anything" is just ridiculous.

longv
08-29-2012, 12:05 PM
it was still a different product from what the OP bought.

Darklyte27
09-03-2012, 6:45 PM
USA, Russia, China can put a man on the moon, 50$ can be refunded or even credited towards a future purchase.

Anyways, If I ran the store, id send back 50$ or partial or give a credit to keep a customer that will end up spending thousands if not more in the future.


1000$'s greater than 50$.

kozumasbullitt
09-03-2012, 9:01 PM
I have never had much luck with PSA's CS so I tend to use other options before them.

Palmetto State Armory
09-04-2012, 5:49 AM
Anyways, If I ran the store, id send back 50$ or partial or give a credit to keep a customer that will end up spending thousands if not more in the future.


The item he ordered is different than the one that was on sale. It's like refunding someone for buying Tide because the generic brand detergent is on sale. ;)

Darklyte27
09-04-2012, 10:34 AM
The item he ordered is different than the one that was on sale. It's like refunding someone for buying Tide because the generic brand detergent is on sale. ;)

Well this wasnt pointed out. That changes the story then

4Defense
09-07-2012, 12:22 AM
The item he ordered is different than the one that was on sale. It's like refunding someone for buying Tide because the generic brand detergent is on sale. ;)


I'd be damned. You mean the mall ninjas are wrong again?

When it comes to Calguns, 99.9% of the time the customers are wrong. lol.

Matt1984
09-07-2012, 7:55 AM
Sorry, but it isn't my decision to refund his money. There isn't anything I can do here, and you can't expect to get a refund (from any company in any industry) just because they had a sale after you placed your order.

That's bull! I ordered something from http://www.gadsdenandculpeper.com and the item went on sale the next day. The company refunded the difference no questions asked. I wouldn't pawn your company's ethics on the rest of the industry regardless if the OP is wrong. Don't lose customers over a thread.

njineermike
09-07-2012, 8:09 AM
That's bull! I ordered something from http://www.gadsdenandculpeper.com and the item went on sale the next day. The company refunded the difference no questions asked. I wouldn't pawn your company's ethics on the rest of the industry regardless if the OP is wrong. Don't lose customers over a thread.

If you'd bothered to read the entire thread, what went on sale wasn't the the fact same item.

Matt1984
09-07-2012, 12:02 PM
If you'd bothered to read the entire thread, what went on sale wasn't the the fact same item.

If you bothered to read what I posted you clearly would noticed I addressed that point.....that's if you did read it before you started assuming.

njineermike
09-07-2012, 12:08 PM
If you bothered to read what I posted you clearly would noticed I addressed that point.....that's if you did read it before you started assuming.

Lets examine the facts:

PSA:

The item he ordered is different than the one that was on sale. It's like refunding someone for buying Tide because the generic brand detergent is on sale. ;)

You:

That's bull! I ordered something from http://www.gadsdenandculpeper.com and the item went on sale the next day. The company refunded the difference no questions asked. I wouldn't pawn your company's ethics on the rest of the industry regardless if the OP is wrong. Don't lose customers over a thread.

So, no you didn't even mention it. You had the SAME ITEM go on sale. Read your own posts.

You managing to get what you wanted on the same object you ordered is a completely different situation trhan the OP's pissing and moaning.

Matt1984
09-07-2012, 12:51 PM
Lets examine the facts:

PSA:



You:



So, no you didn't even mention it. You had the SAME ITEM go on sale. Read your own posts.

You managing to get what you wanted on the same object you ordered is a completely different situation trhan the OP's pissing and moaning.

Ok before this gets any more childish....let me clarify my post(s).

First off I clearly stated that the OP was wrong...which he was for not stating crucial facts to his complaints.

Second off and this is my main issue which I don't think your comprehending is PSA statement before, regardless if the OP was wrong. PSA stated "There isn't anything I can do here, and you can't expect to get a refund (from any company in any industry) just because they had a sale after you placed your order."
That's when I proceeded to point out that PSA should not talk for others when it can barley handle its own CS. I mean I do not work in the retail work force, I work for uncle sam but how does this sound.

PSA- I'm sorry to hear about your recent unpleasant buying experience with us. Hear at Palmetto State Armory we are determined to bring nothing but the best customer service to our dedicated customers. Unfortunately due to our competitive prices and everyday lows we are unable to adjust the price of your recent order. We hope that you can understand this and we look forward to doing business in the feature. Here is a 5% off promo code for your next purchase. Thank you for being a valued costumer.

How easy was that?!?! Too easy! Don't say "there is nothing I can do." that is not customer service, that's a polite I don't care and we got your money.
It's 2012 not 1996....customer service is everything. I'm in the Army and I know that..."Hearts and Minds."


Now do you understand my viewpoint?...the OP was wrong but so was PSA...Check?

njineermike
09-07-2012, 3:50 PM
Ok before this gets any more childish....let me clarify my post(s).

First off I clearly stated that the OP was wrong...which he was for not stating crucial facts to his complaints.

Second off and this is my main issue which I don't think your comprehending is PSA statement before, regardless if the OP was wrong. PSA stated "There isn't anything I can do here, and you can't expect to get a refund (from any company in any industry) just because they had a sale after you placed your order."
That's when I proceeded to point out that PSA should not talk for others when it can barley handle its own CS. I mean I do not work in the retail work force, I work for uncle sam but how does this sound.

PSA- I'm sorry to hear about your recent unpleasant buying experience with us. Hear at Palmetto State Armory we are determined to bring nothing but the best customer service to our dedicated customers. Unfortunately due to our competitive prices and everyday lows we are unable to adjust the price of your recent order. We hope that you can understand this and we look forward to doing business in the feature. Here is a 5% off promo code for your next purchase. Thank you for being a valued costumer.

How easy was that?!?! Too easy! Don't say "there is nothing I can do." that is not customer service, that's a polite I don't care and we got your money.
It's 2012 not 1996....customer service is everything. I'm in the Army and I know that..."Hearts and Minds."


Now do you understand my viewpoint?...the OP was wrong but so was PSA...Check?

I see your point, I simply agree to disagree. The OP came on here and acted like a spoiled brat. Simply put, he did nothing I can see to warrant anything other than "take your business elsewhere" from PSA. When my child acts like that, I blister his rear end.

Matt1984
09-07-2012, 4:13 PM
I see your point, I simply agree to disagree. The OP came on here and acted like a spoiled brat. Simply put, he did nothing I can see to warrant anything other than "take your business elsewhere" from PSA. When my child acts like that, I blister his rear end.

I totally see your viewpoint about the OP and his/her faults. At least we can agree to that:iagree: I don't want us to get into :beatdeadhorse5: lol

njineermike
09-07-2012, 4:19 PM
I totally see your viewpoint about the OP and his/her faults. At least we can agree to that:iagree: I don't want us to get into :beatdeadhorse5: lol

True enough :D

nothinghere2c
09-12-2012, 12:08 PM
Darn, they didn't honor their new price. I can recommend you order from Botach Tactical next. They'll definitely treat you right.

^--- this. I hear great things about Botach ;-)

Yerman
09-16-2012, 3:58 AM
Botach is great.

Sunday
11-26-2012, 10:10 AM
My son bought a $1800.guitar and a $1200 amp at Musicians friend and the amp went on sale 2 weeks after he received the order and a call to Musicians friend got the difference in price credited . They do the price guarantee to keep their loyal customers. Most gun buyers are not the best consumers.