MidwayUSA

Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ Mr [redacted] placed an order on MidwayUSA.com for Winchester PDXDefender Ammunition on 7/16/as Invoice # XXXXXXXXThe selected method for delivery was "Pickup at MidwayUSA" and the payment amount was $($for the product + $ sales tax) On 7/17/2015, Mr [redacted] called and indicated that he did not realize "Pickup at MidwayUSA" was the delivery method, did not want to pay for shipping, and wished to return the order for a refundTherefore, the order was processed as a return on 7/17/as Invoice # XXXXXXXXThe amount refunded to Mr***'s credit card was $It should have been $25.95, but a mistake was made and only the amount for the product was refunded On 7/21/2015, the mistake was uncovered and the additional $was refunded to Mr***'s credit card as Invoice # XXXXXXXX, which brought the total amount refunded to $(the original payment amount when the order was placed) On 7/31/2015, Mr [redacted] sent an email to MidwayUSA Customer Service that read, "I did NOT order anything from your companyDO NOT CHARGE MY CARD"MidwayUSA Customer Service responded to Mr***'s email on 7/31/2015, sent an additional email on 8/4/and then attempted to reach him by phone on 8/5/As of 8/10/2015, MidwayUSA Customer Service hasn't received any communication from Mr [redacted] since his email on 7/31/Given that there has been no reply and all payments have been refunded, this case will now be considered closed unless Mr [redacted] contacts MidwayUSA Customer Service in the future Initial Consumer Rebuttal / [redacted] (1500, 7, 2015/08/10) */

Complaint: [redacted] I am rejecting this response because: Your response is nothing more than you requoting what I have already saidYou were able to fulfill the order but were UNWILLING toothat's a big difference from being unable toIf you were a regular store and made this error, you would not have been able to call me and demand that I return the ammoYou are taking advantage of the fact that this was an online transaction, and you are taking advantage of the fact you had the ability to with hold my order when you should have been shipping it to meYou accepted payment, sent me an email with a confirmation number, and told me the order was being shippedYou had no right to then hold my order once a mistake was found, and then cancel it without my consent I still don't feel that what you did was even legalThe only satisfactory outcome for this issue is to fulfill my order as originally agreed uponI understand that mistakes are made, but I do not believe that your mistake was cause to cancel a contract that we entered into when I bought a product from you and you accepted paymentThe original price we agreed upon was not grossly out of line, and short of the price being an obvious error to a reasonable person, you had no legal right to cancel my orderThere are laws that are suppose to protect consumers from companies doing the very thing that you didAgain, on top of your display of absolute HORRIBLE costumer service, I also believe that what you did is illegal Sincerely, [redacted] ***

Ms [redacted] placed an order on MidwayUSA.com for several Glock and AR-Stoner parts on 3/7/as Invoice # [redacted] (see attached PDF)An estimated delivery date of 3/14/was communicated on the shopping cart and checkout pages (see attached image) during order placement, and then again through MidwayUSA’s automated post-order emailsThe order shipped out on the same day it was placed and delivery occurred on 3/15/(see attached PDF)While we try to be as accurate as possible with our estimated delivery dates, a variety of issues can cause minor delays while packages are in transitIt is our sincere hope that Ms [redacted] will allow us to serve her again in the future

Ms [redacted] placed an order on MidwayUSA.com for Colt magazines on 2/23/as Invoice # [redacted] for a total of $On 2/26/2016, Ms [redacted] called and indicated that she wanted a partial refund since the magazines had been put on clearance with a price reduction since her order had been placedMidwayUSA’s Customer Service explained that our policy does not allow partial refunds for products put on ClearanceUnsatisfied with the response, Ms [redacted] indicated that she wished to cancel the order completely and receive a full refundHowever, since the order had already shipped on 2/25/2016, it could not be cancelledAs a courtesy, MidwayUSA Customer Service made an exception and issued a partial refund to Ms [redacted] in the amount $(the difference between purchasing the magazines at clearance pricing versus regular pricing) as Invoice # [redacted] On 3/8/2016, MidwayUSA received a return from Ms [redacted] consisting of all items included in the original orderTherefore, an additional refund of $was issued to Ms [redacted] on 3/9/as Invoice # [redacted] With an original order total of $and two subsequent refunds totaling $219.90, the remainder is $7.59, which is the amount paid for shipping on the original orderProvided there aren’t issues with the product (e.g., broken in transit, defective), MidwayUSA’s return policy does not currently cover the cost of return shipping

March 16, RE: Complaint ID: [redacted] ; Mr [redacted] Attention: Revdex.com Dispute Resolution Department Mr [redacted] ’s stated desired settlement was “We would first like to receive our item It has been two weeks Should not have to pay $for an item and deal with customer service like this.” Mr [redacted] has since received the product (delivered on 3/14/2016) and has been issued a refund of $to his Credit Card ending * This payment was processed on 3/8/at 3:08pm central time Some banking institutions may take up to business day to post refund transactions An additional $gift card was added to Mr [redacted] ’s account on 3/14/ The original invoice was shipped free of charge, and the total cost of the product was $to which we have provided $in combined refunds and store credit This represents a 27% discount on the cost of product We regret that Mr [redacted] has not found this to be a reasonable resolution to this issueWe believe this action satisfies his stated desired settlement and is a reasonable accommodation for the inconvenience caused by our delivery partner Sincerely, [redacted] Customer Support Manager MidwayUSA [redacted] Columbia, MO Email: [redacted] @midwayusa.com

At MidwayUSA, Customers always come first and we work tirelessly to make sure our Customers are always satisfiedUnfortunately, despite our best intentions, we occasionally make mistakes.In a banner we placed in an email from the NRA, promoting the upcoming Annual Meetings, we advertised Federal and ammunition, cans of rounds, (our product numbers [redacted] and [redacted] ) for $Regrettably, when the discount was applied on our website, because of a behind-the-scenes error, the price was inadvertently lowered to $This was an unadvertised, unintended price and we are very sorry this happenedSince we were unable to fill the orders containing the ammo sold at $below their advertised price, they had to be cancelled and refundedAgain, we apologize for the error and very much appreciate your continued business

November 16, RE: Complaint ID: [redacted] ; [redacted] *** Attention: Revdex.com Dispute Resolution Department On 11/2/2017, Mr [redacted] (Account # [redacted] ) placed an order on MidwayUSA.com for two units of [redacted] *** Ammunition 9mm Luger Grain Full Metal Jacket Ammo Can of (PN: [redacted] on Invoice # [redacted] ) during a one day promotion that offered this product for and free shippingUnfortunately, Mr***’s credit card was declined and the order was subsequently cancelled on 11/3/ On 11/8/at 10:52am, Mr [redacted] contacted MidwayUSA by web chat, and communicated with a Customer Service Representative Mr [redacted] explained his situation clearly to the agent The agent mistook the promotion Mr [redacted] was referencing (from 11/2), for a promotion that we had run the day prior (11/7) That promotion (11/7) offered free shipping on orders up to 10lbs This misunderstanding by the agent resulted in Mr [redacted] receiving incorrect information regarding the terms of the promotion that was active the day of his original order (11/2) MidwayUSA does not have a policy to honor expired promotions in the event of declined credit cards, however we typically take these requests on a case-by-case basis and will often honor those promotions if the request is made within one or two days of the promotionAfter review of the account, we would have likely honored this promotion if there had not been a misunderstanding on the part of the agentOn the morning of 11/13/2017, a Customer Support Supervisor called Mr [redacted] and left a message for him to contact us regarding his orderOn the afternoon of 11/13/2017, Mr [redacted] called and replaced his original order of two units of PN: [redacted] for the promotional price of $each, and free shipping Additionally Mr***’s invoice was credited an additional $due to the misunderstanding caused by our agentCustomer Satisfaction is our number one goal at MidwayUSA, and we are always willing to do anything within reason to resolve complaintsWe regret that Mr [redacted] had a dissatisfying experience We hope that our most recent transaction has restored his faith in our organization and look forward to doing business with him in the future Sincerely, [redacted] Customer Support ManagerMidwayUSA [redacted] **Columbia, MO 65203Email: [redacted] @midwayusa.comTell us why here

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThey went above and beyond to ensure that I was taken care of Sincerely, [redacted]

Customer Satisfaction is our #goal at MidwayUSA and we regret that Mr [redacted] had a poor experienceAll credit card information, phone numbers, email addresses and physical addresses have now been removed from the accountAs a result, Mr [redacted] should not receive any additional communications from MidwayUSA unless the email address or physical address is acquired again at some point in the futureThese addresses could be acquired in the future through entry of the information on MidwayUSA.com or through a list of prospective Customers provided by a supplier, marketing firm or public record administrator

July 5, RE: Complaint ID: [redacted] ; [redacted] A [redacted] Attention: Revdex.com Dispute Resolution Department Customer Satisfaction is our #goal at MidwayUSA; in alignment with this goal we have completed an investigation into Mr***’s claimWe appreciate the Better Business Bureau (Revdex.com) bringing his complaint to our attention and serving as an independent third party First, we are sorry to hear Mr [redacted] is not happy with his purchase or our Return PolicyMidwayUSA prides itself on excellent Customer serviceWe never intended to ignore or delay our service to Mr [redacted] and we apologize for any inconvenience he may have experiencedAny miscommunication or incorrect information provided to Mr [redacted] were not deliberate and we will re-train those service representatives Secondly, our investigation has determined Mr***’s return from his order placed on 10/31/was denied on 1/27/properlyMr***’s claims of a “bait and switch component” are categorically falseA provided company letter, of the same date (1/27/2016), clearly indicated the reason the return was denied was the products were not in the original packaging and were evaluated as having been usedWe returned the denied merchandise to Mr [redacted] at our shipping expense with the letterThis is in perfect alignment with our published Return Policy: Our Day Return PolicyWe accept returns on unused, unaltered products in original packaging with all accompanying manuals, instructions and accessories Thirdly, Mr***’s desired settlement of $would normally require we receive the return of merchandise prior to executing a refundWe will be willing to waive this requirement at this time (see solution below); it will not be necessary for Mr [redacted] to return any products we have shipped back We are implementing the following solution for Mr***While our original stance in denying Mr***’s return was correct, we wish to provide a resolution which addresses the inconvenience Mr [redacted] experienced as a result of unintentional miscommunication or incorrect informationWe will forego the requirement to return the merchandise in question and $has been credited to Mr***’s Visa card used to place the original purchase on 10/31/Refunds issued back to credit cards normally show up in within to business days, but can take up to depending on the financial institution It is our sincere hope that Mr [redacted] will allow us to serve him again in the future Sincerely, [redacted] VP of Logistics MidwayUSA [redacted] Columbia, MO Email: [redacted] @midwayusa.com

A review of Mr***’s account revealed that he experienced numerous issues while attempting to return products from two previous ordersAfter several interactions between MidwayUSA Customer Service and Mr***, the returned products were fully refunded to the credit card originally used for paymentThe first refund occurred on 1/30/as Invoice # [redacted] in the amount of $94.19, and the second refund occurred on 5/11/as Invoice # [redacted] in the amount of $Copies of these invoices have been attached for referenceRefunds issued back to credit cards normally show up in within to business days, but can take up to depending on the financial institutionCustomer Satisfaction is our number one goal at MidwayUSA, and we are always willing to do anything within reason to resolve complaintsWe regret that Mr [redacted] had a dissatisfying experience and hope he allows us to serve him again in the future

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 7, 2015/11/18) */ Mr [redacted] was correctThe Barska Tactical Red Dot Sight he ordered (MidwayUSA Product# XXXXXX and Barska Product # ACXXXXX) had incorrect product information regarding the MOA dot and warrantyThe product information has been corrected and we appreciate Mr [redacted] bringing the issue to our attentionWe will consider the matter resolved unless we hear differently from the Customer or Revdex.com Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/11/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Mr [redacted] placed an order on MidwayUSA.com for an Accuracy Systems Harmonic Stabilizer on 8/30/as Invoice # XXXXXXXXThe payment amount was $264.00, and the order was delivered by UPS on 9/2/ On 9/3/2015, Mr [redacted] called and indicated that the product had arrived damaged Although MidwayUSA offered to send a replacement the same day, Mr [redacted] stated that he wanted a full refund insteadMidwayUSA agreed to issue a full refund upon receipt of the product and requested that Mr [redacted] follow the standard return process, which requires Customers to ship products back at their expense and then would have resulted in a full refund of the original payment amount and the return shipping costUpon MidwayUSA making this request, Mr [redacted] indicated that he would not send the damaged product back at any additional expense and asked to first be provided with a pre-paid return shipping label or MidwayUSA's UPS account numberWhen MidwayUSA was unable to provide a label or UPS account number, Mr [redacted] hung up after stating that he was going to contact the Revdex.com and tell his credit card company that the original payment amount was an unauthorized charge Upon completion of the 9/3/call, MidwayUSA filed a claim with UPS to report the damageMr [redacted] contacted his credit card company, which removed the original payment amount from his account and billed MidwayUSA in the form of a "charge back" On 9/10/2015, UPS picked up the package from Mr [redacted] as part of its internal investigation processes and returned to MidwayUSA on 9/14/ Given that the product has been returned and all payments by Mr [redacted] have been voided, this case will now be considered closed unless Mr [redacted] contacts MidwayUSA Customer Service in the future

At MidwayUSA, Customers always come first and we work tirelessly to make sure our Customers are always satisfiedUnfortunately, despite our best intentions, we occasionally make mistakes.In a banner we placed in an email from the NRA, promoting the upcoming Annual Meetings, we advertised Federal and ammunition, cans of rounds, (our product numbers [redacted] and [redacted] ) for $Regrettably, when the discount was applied on our website, because of a behind-the-scenes error, the price was inadvertently lowered to $This was an unadvertised, unintended price and we are very sorry this happenedSince we were unable to fill the orders containing the ammo sold at $below their advertised price, they had to be cancelled and refundedAgain, we apologize the error and very much appreciate your continued business

February 20, RE: Complaint ID: [redacted] ; Mr [redacted] Attention: Revdex.com Dispute Resolution Department We are sorry to hear that Mr [redacted] had a negative experience with MidwayUSAReviewing Mr [redacted] ’s account, it appears he made a purchase on 1/20/2018, invoice number [redacted] This invoice included two products [redacted] , [redacted] and [redacted] , [redacted] Mr [redacted] reached out to Customer Support via email on 2/6/as product # [redacted] had gone on clearance ($169) to reduce inventory levels Mr [redacted] asked if he could have the difference credit to his account, or if he could return the more expensive item and purchase the less expensive item The agent explained that she could not offer the clearance price for the product that was sold days earlier, however he could return the item for a full refund, and purchase the item at clearance prices Mr [redacted] responded that he would be boycotting our store and asked for a return shipping label to send back the item in question The agent explained that we do not send out return shipping labels as we have a system that allows Customer to print their own pre-paid shipping labels via their account on the MidwayUSA website Mr [redacted] reached out again on 2/10/stating that he had evidence that MidwayUSA has honored sale prices for other Customers and demanding that we honor this sale price as wellWe understand that there are sometimes complications that cause Customers to miss out on a sale or promotion, and our policy is to honor sale prices (with a few exceptions) for up to one business day before or after the sale Clearance pricing is one of the exceptions to this rule, as it is a mechanism used by MidwayUSA to right-size our inventory and we do no honor prices once the desired number of products have been sold In this case the item in question was both a clearance item, and well outside the period we would normally honor other types of promotions (one business day vs business days)Our agents have repeatedly offered to allow Mr [redacted] to return the product (in like new condition) for a full refundCustomers are able to print a pre-paid shipping labels and send products back via UPS at their convenienceNotes have been added to Mr [redacted] 's account so that he will not be charged for the original or return shipping costs Customer Satisfaction is our number one goal at MidwayUSA, and we are always willing to do anything within reason to resolve complaintsWe feel we have made every reasonable effort to service Mr [redacted] within the guidelines of our policies While we regret that he has had a negative experience, our offer to accept the product for a full refund stands Since his last contact, Mr [redacted] has updated his billing information in our system, and changed his name on the account to “ [redacted] ”, he may need to provide some information for us to process the refund to his Credit Card if he accepts our offer to return the product in question Sincerely, [redacted] Customer Support Manager MidwayUSA [redacted] Columbia, MO

Initial Business Response / [redacted] (1000, 10, 2015/11/18) */ Mr [redacted] refused delivery of the product in question on 10/9/2015, and USPS delivered it back to MidwayUSA on 10/19/The returned product was processed on 10/20/and a full refund of the original payment amount was issued to Mr ***'s credit card on 10/22/We will consider the matter resolved unless we hear differently from the Customer or Revdex.com

Good Morning,We have been actively working to address this complaint since 6/28/During this time, we have been communicating with Mr***Once the complaint has been fully addressed, we will submit a detailed account of the actions taken.Thanks,

Complaint: [redacted] I am rejecting this response because: First let me address the two blatant lies that Mr [redacted] put in his response1st: It wasn't days before I contacted them, it exactlyI emailed them the next day after the item in question dropped in price2nd: I have never once been offered to return the item for a FULL refund, there is not one mention of it in all my correspondence with themIf so I would have taken them up on their offer at the timeThey literally could have settled this with a sincere apology and a coupon code for a small discount on a future purchaseGiving me the difference in Midway money would have been fine tooBut it's too late for that now because I have lost all faith in this companyIf they wanted to redeem themselves in anyway, they need to refund me the difference to my credit cardIf they truly dont care about my future buisness, I will send their stuff back if I can get a guarantee no shenanigans will be going on, then we can just go our seprate ways Sincerely, [redacted]

Mr [redacted] placed an order on MidwayUSA.com for a Leupold Mark Long Range Tactical Rifle Scope on 3/28/as Invoice # [redacted] for a total of $1,On 4/1/2016, Mr [redacted] called and indicated that he received the wrong product in the right packagingAfter several interactions with Mr [redacted] and a thorough investigation of the issue, a full refund of the original payment amount and return shipping charges ($1,309.75) was issued to his credit card on 5/16/as Invoice # [redacted]