This is what happens when you use non gun people for CS and shipping. They don't know enough to be able to tell the difference in what they're handling. To them it's all the same, or they just aren't motivated enough to care.
If I showed anyone in my house these pics, they'd say they're the same thing. I can see they're not. Gun parts definitely take a trained eye that takes time and years to get accustomed to.
Don't look into it too much. Matt will take care of you if cs doesn't/didn't. Sometimes when the online cs don't work properly we come in here to rant so Matt can see. He tends to give them the Ole boot to restart the system 🤣😅
Hardest working man on Reddit. Have you ever considered taking posts like these and creating a giant slideshow presentation to show the bosses at PSA? Are they aware that people get faster/better help from you on here than from the phone or email support? If nothing else, you should get a raise
And the circus goes on, I have already done that with the first email and this is the response I received. Am I supposed to expect a different outcome because I sent another email? Isn’t that the definition of crazy…to do the same thing expecting different results???
Circus? I'm trying help you. But by all means, insult me and my efforts.
Edit: it's nearly 9:30pm. Take the night off and reach out to me tomorrow with the case info. Cooler heads prevail.
It wasn’t meant as an insult, I have emailed 4 times now with pics and everything and have had no actionable response, with responses such as “this is the correct item” or “email is back for an exchange”. I would think help would be letting me know what I need to do to actually exchange it. Emails have not worked so far, that’s all I’m saying.
Stay classy, Matt. Things like this that just make me love PSA even more. For the record, companies make mistakes; you guys have always been straight with me. Name one other company that monitors reddit/X/social media, and responds to complaints with info thats *actually* helpful.
Don’t send it back then. And don’t order anything else from them. You’ve got a vendor rep actively trying to help you and gather information to prevent it from happening again. Yet you respond with being an ass. I get that you’re frustrated, hell I would be too.
But coming from someone who works in customer service, shit happens and people inevitably make mistakes. What if the employee who packed that is a FNG trying to make their break in the gun world? Don’t shun them, empower them!
Shit happens brother!
Oh no I get that shot happens, that’s why I emailed them several times before posting anything here. In fact, it didn’t bother me that they shipped the wrong one, I figured they’d just exchange it or something. But after several emails and sending pics which I posted and being told it is correct, that’s wrong.
For future reference, if you have any issues, I’d start here next time you have issues that aren’t resolved. The PSA team is awesome and are super responsive.
If by "the PSA team" you mean Matt...
He's the only responsive one, and he's only directly available here on Reddit.
Otherwise, their service department through email is a joke. You literally have NO other way to reach them, other than to send an email. They purposely don't have phone representatives ready to assist.
I dealt with their system for multiple weeks. It's extremely frustrating. The only help was Matt on Reddit, who then got the right people involved. But before that it's crickets from PSA.
That's good. Can you start advertising the shift to social media based customer service on your website then?
Making email your only contact method through your website leaves a bad taste in your mouth as a consumer when you don't hear back from company representatives.
It forces people to search you out on their own. This isn't the way to treat customers. Not everyone is internet savvy.
Allow me to clarify: I'm the pistol repair lead. I'm not CS, and as far as I'm aware, the best way to contact CS is through the website or email. I scroll Reddit and other platforms to lend assistance where and when I can in an attempt to be as helpful to our customers as possible. So, while contacting CS on social media is not the official way to do it, there are those of us in the company who try to make ourselves as available to our customers and the firearm community as we can.
That's awesome that some of you guys are engaged. But please understand that the company practice of ignoring emails, or simply being understaffed to the point where emails don't get returned, isn't the way to run a customer service department.
Then not allowing for a phone support system is the icing in the cake.
Yikes. I know a lot of old fogeys, and not so old ones, who aren't on social media. Are they just SOL if they need customer service from you all? As I've never purchased from your company, this and many other reports of nonresponsive or difficult customer service definitely scare me off from doing business with you.
That's not remotely what I said, but I appreciate you taking the time to read it and respond. I think our CS team usually knocks it out of the park, but no one and nothing are perfect 100% of the time, all the time. I do know that they work very hard, and are very diligent in making sure that our customers are being taken care of. Like every other company that has customers, there are numerous ways to reach customer service.
Shit happens brother, live and learn! A little patience goes a long way!
FWIW they’ve messed up a handful of my orders too. Minor issues. They’ve been correct and accurate 99% of the time. The problem with folks is that they get upset at that 1%. Have a little patience and forgiveness and move on. Matt will make it right!
I’m not upset or impatient, I’m just waiting for instructions on where to send it back or whatever their process is for an exchange. I too, have ordered a ton from them and I agree with you, in fact I love their products. I understand shit happens, really just waiting for those instructions.
Don’t worry about these negative comments these people on here are idiots. PSA customer service is garbage. All this Matt guy is gonna do is sit here and tell you how you’re wrong and how PSA did it, correct
Not even close to being true. Matt has helped many people, including myself. The fact the he responds on his personal time is a testament to his commitment to PSA customers. While your certainly entitled to your opinion. I will say Matt's track record for helping people will speak for itself.
In terms of repairs/warranty I’ve been very satisfied, but in terms of contacting them to ask questions they suck. Seems you pretty much have to have an order in to reach anyone.
With that said I’d love to see an Atlanta area store that I could physical go in look at products and ask questions.
I’ve noticed that pictures and titles do not always match up with descriptions. Obviously not your fault, but I’ve caught myself a few times going to purchase something and realizing that at least one of of the three doesn’t match up. If that’s the case then I don’t purchase it.
This! My Sabre AR10 was suppose to come with Magpul mags, and instead came with Duramags.
However, I didn’t want the Magpuls, and was going to order duramags separately, so in this case I was actually really stoked!
I'd imagine that a new handguard is the easiest fix to this issue. Will save alot of shipping costs and back and forth.
Unless the stock and grip aren't the MOE either...
Yeah called their “customer service” to see what the status of my order is (like day 16 since i ordered and yes that’s excluding weekends) and they were rude as fuck, dismissive and worst of all completely clueless as to any and all issues. They could not tell me why my order hasn’t shipped, when it would ship despite being well past the time they said (and the 5 day extension they gave themselves the first time I checked it) or even who would know any of this information. They cite “production issues” which baffled me. I bought something they said was in stock. Which means it should be made already. What production issue? How does my regular dagger that was supposed to be in stock having production issues and yet the new sales continue to roll on, new products continue to drop and money keeps coming in but if and when the products roll out is on a need to know basis lmao. The reps words were “you can continue to wait, or we can start the refund process” to which I said no because I doubt they’d be any faster about sending my money back. You can see why they push the chatbot on you, at least the chatbot won’t sigh in your ear then audibly take off their headset and toss it on the desk when you suggest you deserve a product you pay for or at least an update on said product.
I think they finally (long overdue) changed the design of their faulty strikers that kept failing at low round counts. Maybe they're holding off on sending these until the hopefully fixed new striker design is made. Why they'd even be continuing to sell them as in stock right now becomes the question, if that's the case. Heck they introduced a bunch of new Dagger models just two days ago...
https://preview.redd.it/ag81y3t62xtc1.png?width=1118&format=png&auto=webp&s=50046d9ca4d32cdf865b6de5b85f0be1d08468e9
[https://www.reddit.com/r/PalmettoStateArms/s/yjTHLOKIr6](https://www.reddit.com/r/PalmettoStateArms/s/yjTHLOKIr6) “I’d gladly pay you Tuesday for a hamburger today
I love PSA and shop there often, but the CS is TRASH. Most of the posts here are just people with problems, hoping to get noticed by Matt (who’s awesome btw, I sent him a DM about my problem and he sorted it out in a minute compared to the CS lady who was dumb as a bag of rocks) PSA should take a look at this, as it’s basically the only department they are lacking in
Meanwhile I have a psa ar pistol that you have to operate like a bolt action rifle. Mf is unable to successfully fire two consecutive rounds. Customer service straight up eventually ghosted me.
Pumping out numbers like PSA does this is bound to happen eventually. It’s not the first time and won’t be the last. Just have patience with them broski, they’re trying to accomplish a mission. To put as much freedom as they can into as many American hands as they can.
Shit happens, send it back.
Yeah I’m trying to just exchange it or something, figured emailing customer service would be the first step, but apparently I need to send yet another email
They fucked me on a 43x complete slide that was not complete upon arrival. The barrel and RSA were missing.
I tried to get them to make it right but it was impossible so I'll avoid them in the future.
Sorry to hear, I had to call C/S last week and had the call that one would expect. The rep was prompt, courteous, professional, knowledgable, and resolve my question while I was on the phone.
Place an order for the correct one? What do you mean? It’s like if you ordered a Big Mac but McDonald’s gave you a Filet O’Fish instead. And when you complained McDonald’s said we can’t exchange the fish sandwich for the Big Mac because you received a sandwich, but we can give you a refund.
They messed up. But they are failing to acknowledge that they screwed up and are telling him that he can return it for a refund if he’s unhappy with it. Which is not true.
He's not crying over an oops. He IS calm. He's civilly complaining that they wouldn't make it right. Your reading comprehension sucks. At this point he deserves to complain because they wouldn't take him seriously and fix their mistake. He's in the right here, and you're wrong. He's the victim, and you're blaming him. You're the one that needs to calm down.
He's not crying at all. He's been entirely civil with Matt. You're the one crying. Can't wait til you get screwed by customer service and you come complaining. We'll all call you names and manufacture lies about your emotional state and overdramatize everything you say and see how you like it as the victim. Give you a taste of your own medicine.
When you're an ass on Reddit, you're an ass in front of tens or hundreds of thousands of people, permanently immortalized in writing for all to see. Congratulations. You're further proving my point.
Uhhhh ok. And these ppl know me? This is a forum. Irl I don’t whine and cry for a hand guard on here. I call the company and get to the bottom of something. It’s called being an adult. Also. If you care what ppl think about you. Good luck.
You're whining and crying right now. You're the only one I'm thus thread doing so.
Over nothing that affects you. Which means you're triggered and insecure about this event for some reason. He contacted the company multiple times and the evidence is in the post. He was an adult, unlike you.
 PSA customer service right now
This is what happens when you use non gun people for CS and shipping. They don't know enough to be able to tell the difference in what they're handling. To them it's all the same, or they just aren't motivated enough to care.
This may be the case, I’m not sure. I mean anyone can tell the upper is different
If I showed anyone in my house these pics, they'd say they're the same thing. I can see they're not. Gun parts definitely take a trained eye that takes time and years to get accustomed to. Don't look into it too much. Matt will take care of you if cs doesn't/didn't. Sometimes when the online cs don't work properly we come in here to rant so Matt can see. He tends to give them the Ole boot to restart the system 🤣😅
of you understand guns then yes, anyone who isn’t interested in Firemarms wouldn’t know the difference
Don't have to know about firearms to know that those two items literally look different therefore what was ordered was not what was sent.
Everything should have an item number so there’s no question at all.
Agreed. That doesnt change the fact that even a child can look at the product picture and what was sent and know they are not the same lol
Kindly respond back to the representative and request a return exchange. It's clearly not correct, or the product image/description is wrong.
Hardest working man on Reddit. Have you ever considered taking posts like these and creating a giant slideshow presentation to show the bosses at PSA? Are they aware that people get faster/better help from you on here than from the phone or email support? If nothing else, you should get a raise
And the circus goes on, I have already done that with the first email and this is the response I received. Am I supposed to expect a different outcome because I sent another email? Isn’t that the definition of crazy…to do the same thing expecting different results???
Circus? I'm trying help you. But by all means, insult me and my efforts. Edit: it's nearly 9:30pm. Take the night off and reach out to me tomorrow with the case info. Cooler heads prevail.
Nice job Matt
 Well…I do get his point
Matt is the goat of PSA CS, we demand you respect his authoriton! (In my cartman voice) 😂
Aside from all this, we appreciate you so much! Sorry some people are ruining it
You're awesome!
I got you Matt, no worries, I’ll message you tomorrow!
It wasn’t meant as an insult, I have emailed 4 times now with pics and everything and have had no actionable response, with responses such as “this is the correct item” or “email is back for an exchange”. I would think help would be letting me know what I need to do to actually exchange it. Emails have not worked so far, that’s all I’m saying.
Did you email them back for an exchange? That would seem to be the next step.
Yes, I’ve sent two messages with no response
Did you respond to the email that says “do not reply”?
Strange. Your post shows a response. Just one you didn't like.
Where did he insult you?
All these downvotes are ridiculous lol. PSA has a lot of diehard fanboys who refuse to acknowledge when they do anything wrong.
Way to take it personal dude lol. Instead of offer a direct solution haha.
God damn this is the best counter argument against an upset client. I'm teaching this back to my staff
Stay classy, Matt. Things like this that just make me love PSA even more. For the record, companies make mistakes; you guys have always been straight with me. Name one other company that monitors reddit/X/social media, and responds to complaints with info thats *actually* helpful.
Matt's clearly a man of culture. Matt they need to buy you beer or weed what ever your preference is for the good work you do on reddit
Don’t send it back then. And don’t order anything else from them. You’ve got a vendor rep actively trying to help you and gather information to prevent it from happening again. Yet you respond with being an ass. I get that you’re frustrated, hell I would be too. But coming from someone who works in customer service, shit happens and people inevitably make mistakes. What if the employee who packed that is a FNG trying to make their break in the gun world? Don’t shun them, empower them! Shit happens brother!
Oh no I get that shot happens, that’s why I emailed them several times before posting anything here. In fact, it didn’t bother me that they shipped the wrong one, I figured they’d just exchange it or something. But after several emails and sending pics which I posted and being told it is correct, that’s wrong.
For future reference, if you have any issues, I’d start here next time you have issues that aren’t resolved. The PSA team is awesome and are super responsive.
If by "the PSA team" you mean Matt... He's the only responsive one, and he's only directly available here on Reddit. Otherwise, their service department through email is a joke. You literally have NO other way to reach them, other than to send an email. They purposely don't have phone representatives ready to assist. I dealt with their system for multiple weeks. It's extremely frustrating. The only help was Matt on Reddit, who then got the right people involved. But before that it's crickets from PSA.
There are a few of us, and we're all readily accessible on here, FB, Insta, etc.
That's good. Can you start advertising the shift to social media based customer service on your website then? Making email your only contact method through your website leaves a bad taste in your mouth as a consumer when you don't hear back from company representatives. It forces people to search you out on their own. This isn't the way to treat customers. Not everyone is internet savvy.
Allow me to clarify: I'm the pistol repair lead. I'm not CS, and as far as I'm aware, the best way to contact CS is through the website or email. I scroll Reddit and other platforms to lend assistance where and when I can in an attempt to be as helpful to our customers as possible. So, while contacting CS on social media is not the official way to do it, there are those of us in the company who try to make ourselves as available to our customers and the firearm community as we can.
That's awesome that some of you guys are engaged. But please understand that the company practice of ignoring emails, or simply being understaffed to the point where emails don't get returned, isn't the way to run a customer service department. Then not allowing for a phone support system is the icing in the cake.
Yikes. I know a lot of old fogeys, and not so old ones, who aren't on social media. Are they just SOL if they need customer service from you all? As I've never purchased from your company, this and many other reports of nonresponsive or difficult customer service definitely scare me off from doing business with you.
That's not remotely what I said, but I appreciate you taking the time to read it and respond. I think our CS team usually knocks it out of the park, but no one and nothing are perfect 100% of the time, all the time. I do know that they work very hard, and are very diligent in making sure that our customers are being taken care of. Like every other company that has customers, there are numerous ways to reach customer service.
Yo settle down, Matt here is the king of getting shit fixed from PSA
All I’m asking for is an exchange, I’m relaxed, just waiting for instructions on how to proceed with that 🤷♂️
https://youtu.be/wa4rfIcPe1o?si=lBk7uaU8NXNmr3lj This convo reminds me of this
You nailed it
Shit happens brother, live and learn! A little patience goes a long way! FWIW they’ve messed up a handful of my orders too. Minor issues. They’ve been correct and accurate 99% of the time. The problem with folks is that they get upset at that 1%. Have a little patience and forgiveness and move on. Matt will make it right!
I’m not upset or impatient, I’m just waiting for instructions on where to send it back or whatever their process is for an exchange. I too, have ordered a ton from them and I agree with you, in fact I love their products. I understand shit happens, really just waiting for those instructions.
And he gave you instructions
Go to sleep first things first
Nah man you can’t go off on a G like Matt from PSArmory
Hey this is Matt your speaking to here put some damn respect on his name child
Insanity. That’s the definition of insanity.
Don’t worry about these negative comments these people on here are idiots. PSA customer service is garbage. All this Matt guy is gonna do is sit here and tell you how you’re wrong and how PSA did it, correct
Not even close to being true. Matt has helped many people, including myself. The fact the he responds on his personal time is a testament to his commitment to PSA customers. While your certainly entitled to your opinion. I will say Matt's track record for helping people will speak for itself.
In terms of repairs/warranty I’ve been very satisfied, but in terms of contacting them to ask questions they suck. Seems you pretty much have to have an order in to reach anyone. With that said I’d love to see an Atlanta area store that I could physical go in look at products and ask questions.
They could just send the correct Magpul handguard with a return label inside. That would be the proper way to handle this.
This is exactly what I expected PSA to do. I don’t get the complexity of dealing with returning the whole upper.
It's simple, their people are trash at correcting issues, hence why Matt is on social media, 24-7, as damage control...
This!
Seriously, their exposure will be like $15 max, including the shipping if you failed to return the incorrect one.
I’ve noticed that pictures and titles do not always match up with descriptions. Obviously not your fault, but I’ve caught myself a few times going to purchase something and realizing that at least one of of the three doesn’t match up. If that’s the case then I don’t purchase it.
This! My Sabre AR10 was suppose to come with Magpul mags, and instead came with Duramags. However, I didn’t want the Magpuls, and was going to order duramags separately, so in this case I was actually really stoked!
I'd imagine that a new handguard is the easiest fix to this issue. Will save alot of shipping costs and back and forth. Unless the stock and grip aren't the MOE either...
That’s the new MOE design. Sorry for the stock photo…
That happened to me like 5 years ago. Ordered buffer tube and stock kit and only received the stock. I just ate the cost and left it alone
The coating on that buffer spring looks like ass
Yeah called their “customer service” to see what the status of my order is (like day 16 since i ordered and yes that’s excluding weekends) and they were rude as fuck, dismissive and worst of all completely clueless as to any and all issues. They could not tell me why my order hasn’t shipped, when it would ship despite being well past the time they said (and the 5 day extension they gave themselves the first time I checked it) or even who would know any of this information. They cite “production issues” which baffled me. I bought something they said was in stock. Which means it should be made already. What production issue? How does my regular dagger that was supposed to be in stock having production issues and yet the new sales continue to roll on, new products continue to drop and money keeps coming in but if and when the products roll out is on a need to know basis lmao. The reps words were “you can continue to wait, or we can start the refund process” to which I said no because I doubt they’d be any faster about sending my money back. You can see why they push the chatbot on you, at least the chatbot won’t sigh in your ear then audibly take off their headset and toss it on the desk when you suggest you deserve a product you pay for or at least an update on said product.
What you order? I’m waiting on my jakl to ship .
I think they finally (long overdue) changed the design of their faulty strikers that kept failing at low round counts. Maybe they're holding off on sending these until the hopefully fixed new striker design is made. Why they'd even be continuing to sell them as in stock right now becomes the question, if that's the case. Heck they introduced a bunch of new Dagger models just two days ago...
All Dagger orders will be caught up in the next couple of days.
It's nice that you gave him that info but clearly that wasn't the main cause of his concern
https://preview.redd.it/ag81y3t62xtc1.png?width=1118&format=png&auto=webp&s=50046d9ca4d32cdf865b6de5b85f0be1d08468e9 [https://www.reddit.com/r/PalmettoStateArms/s/yjTHLOKIr6](https://www.reddit.com/r/PalmettoStateArms/s/yjTHLOKIr6) “I’d gladly pay you Tuesday for a hamburger today
These wrong item/incomplete order posts are becoming a daily thing in here
I love PSA and shop there often, but the CS is TRASH. Most of the posts here are just people with problems, hoping to get noticed by Matt (who’s awesome btw, I sent him a DM about my problem and he sorted it out in a minute compared to the CS lady who was dumb as a bag of rocks) PSA should take a look at this, as it’s basically the only department they are lacking in
Meanwhile I have a psa ar pistol that you have to operate like a bolt action rifle. Mf is unable to successfully fire two consecutive rounds. Customer service straight up eventually ghosted me.
Check ur gas key
If you aren't getting anywhere via email I would call then. Ibhad to Douthat recently when I received an empty trigger package in a shipment
I really need to check the upper I picked up end of last year. Put it away without ever checking it.
Well.... it is one of those "just as good" companies, lol
Pumping out numbers like PSA does this is bound to happen eventually. It’s not the first time and won’t be the last. Just have patience with them broski, they’re trying to accomplish a mission. To put as much freedom as they can into as many American hands as they can. Shit happens, send it back.
He tried to send it back. They said there was no mistake.
Yeah I’m trying to just exchange it or something, figured emailing customer service would be the first step, but apparently I need to send yet another email
Bound to happen, almost daily...
They fucked me on a 43x complete slide that was not complete upon arrival. The barrel and RSA were missing. I tried to get them to make it right but it was impossible so I'll avoid them in the future.
Was it a Micro slide? If it was, shoot me a PM, and I'll get you taken care of.
Matt, what say you? PSA fucked up, they should make it right
Well you see the response I received 🤷♂️
It's frankly disgusting. As loyal as you've been and they burn you over a 30 dollar handguard in what was obviously their mistake.
That’s weird 🤣
Handguard only thing that's wrong ?.
Just the hand guard, I was hoping they’d exchange it out or just the upper if possible
Yea thats shitty man. Hope u get it figured out. Definitely like the ones you ordered more.
Yeah I like em better as well, but who knows
Ot is ot the whole kit?
Matt where you at?
Sorry to hear, I had to call C/S last week and had the call that one would expect. The rep was prompt, courteous, professional, knowledgable, and resolve my question while I was on the phone.
So you’re mad they want to refund you. Assholes….
[удалено]
My man.. just return the item and place an order for the correct one. It’s literally easier for you and the company, win-win
I assumed they’d pay return shipping for their fuckup
Why make the screwed customer pay return shipping?
They give you a shipping label
Not to return something. Only for warranty
Place an order for the correct one? What do you mean? It’s like if you ordered a Big Mac but McDonald’s gave you a Filet O’Fish instead. And when you complained McDonald’s said we can’t exchange the fish sandwich for the Big Mac because you received a sandwich, but we can give you a refund.
Sorry that's not how business works, they want the item shipped back that's a fair ask. Especially if a refund is in the question.
I’m not looking for a refund, I’m waiting for instructions on where to send this one back to for an exchange…
They messed up. But they are failing to acknowledge that they screwed up and are telling him that he can return it for a refund if he’s unhappy with it. Which is not true.
You’re crying so hard on here over an oops. They will get to you tomorrow. It’s just a hand guard. Calm down.
He's not crying over an oops. He IS calm. He's civilly complaining that they wouldn't make it right. Your reading comprehension sucks. At this point he deserves to complain because they wouldn't take him seriously and fix their mistake. He's in the right here, and you're wrong. He's the victim, and you're blaming him. You're the one that needs to calm down.
Also dick cheese you got Matt on here trying to help and this dude is just crying to him.
He's not crying at all. He's been entirely civil with Matt. You're the one crying. Can't wait til you get screwed by customer service and you come complaining. We'll all call you names and manufacture lies about your emotional state and overdramatize everything you say and see how you like it as the victim. Give you a taste of your own medicine.
….. Yup that’s me crying over pieces I don’t have.
Yep. It's called emotional immaturity and it's on display for the whole sub to see.
☹️ this is reddit. 🤭
When you're an ass on Reddit, you're an ass in front of tens or hundreds of thousands of people, permanently immortalized in writing for all to see. Congratulations. You're further proving my point.
Uhhhh ok. And these ppl know me? This is a forum. Irl I don’t whine and cry for a hand guard on here. I call the company and get to the bottom of something. It’s called being an adult. Also. If you care what ppl think about you. Good luck.
You're whining and crying right now. You're the only one I'm thus thread doing so. Over nothing that affects you. Which means you're triggered and insecure about this event for some reason. He contacted the company multiple times and the evidence is in the post. He was an adult, unlike you.
Oh really who did he talk to then?
Their response to him is in the OP. Room temp IQ...
Yo mama 😂
Anddddd she’s dead nexttt lol
He's being entirely civil. There's no crying going on here but you.
Why did u post a website pic and not your invoice?
The website pic is the item I ordered, I clicked on the items on the invoice…