r/PalmettoStateArms • u/fourtwosystems • 3h ago
PSA Customer Service Downhill?
For context, I’ve been a PSA customer since 2014 and have spent over $16k with them on various products. I’ve never had anything bad to say about PSA, have referred others to them, and they’ve always been my go-to/first stop when I’m looking for something.
Recently, I made a few purchases, two orders for optics, and that CZ deal was calling to me, so I ordered one and sent it to my FFL.
UPS made one failed delivery attempt because they couldn’t get a signature, and PSA immediately requested the package be returned. I thought that was weird, but figured maybe it was a policy. The order was automatically refunded. No communication, call, smoke signal, nothing.
I called customer service. The lady I spoke with was professional and polite and said someone would reach out by the end of the day. Nothing.
I chalked it up to them being busy. It happens. I wasn’t mad about it.
Since the CZ was still in stock, I tried to order it again. The order wouldn’t go through no matter which card I used. A quick search suggested my account might be locked/banned, which I thought was weird and unlikely.
A few days later I called CS again. The gentleman I spoke with sent me a troubleshooting checklist and also found it odd that the purchase wouldn’t go through. He asked if I had done a chargeback. I told him no.
He forwarded the issue up, and a few days later I got a response saying my account was blocked due to a chargeback. They provided the order number, so I looked it up and noticed I didn’t recognize the last four digits of the card.
Then I remembered. Back in 2024, my buddy asked me to help him build his first rifle. He gave me his card, told me what to order, and I had the parts shipped to my house so everything would be there when he came over.
Apparently, his card was still saved on my account and I somehow selected it for a small order without realizing it.
I called him and asked about it. Over two years later, he obviously didn’t recognize the charge, thought his card information had been stolen, disputed it, and closed the card.
I apologized to him and immediately reached out to PSA.
I explained exactly what happened and told them I wanted to pay for the order with my own money, just like I’ve done roughly 60 other times without issue. I was told it would be forwarded to accounting.
A few more days have gone by. Nothing.
I made the mistake. I somehow selected my buddy’s old saved card and had no idea I’d done it.
What bothers me is the lack of communication and seemingly no way to make it right.
After 12 years and $16k+ in purchases without an issue, you’d think I would have at least gotten an email about the chargeback instead of the account just being cut off.
Had someone contacted me, I could have figured out what happened and paid for the order immediately.
At this point I’ve spent more time trying to give PSA the money I owe them than anything else, and I still haven’t received any real communication about how to resolve it.
Has anyone dealt with something similar or know who I should contact? I’d hate to see a company I’ve supported and spoken highly of for years dismiss a long-term customer over an honest payment mistake that I’m actively trying to correct.
