MidwayUSA

Complaint: [redacted] I am rejecting this response because: The business states that "The U.SInternal Revenue Service requires that businesses keep records supporting an item of income, deduction or credit until the period of limitations expires, which in this case is yearsTherefore, Mr [redacted] 's account and invoices cannot be completely deleted until years after the last order was placedI am a customer and I do not accept an apology, from a company that has stone-walled, dismissed and otherwise been jerks for the better part of months while I tried to get their attention They ONLY RESPONDED BECAUSE OF THE Revdex.com, not my numerous contacts on their site, chat and others However, deleting my personal information, credit card numbers, address is, and was vitally important for given the conniving, jerks these people have turned out to be.IF THEY REALLY DID DELETE THOSE ITEMSThank you Revdex.com ! Sincerely, [redacted]

Shipping time is the worst of any company I order from. They use a combination of UPS and USPS which you can’t track and takes forever to get. No more for me.

Customer Satisfaction is our #goal at MidwayUSA, and upon investigation it's clear that Mr*** experienced numerous issues with Invoice # *** for Oakley Flak Jacket XLJ SunglassesOur first shipment of the order was lost in transitThen, after speaking with Mr***, we shipped
his order a second timeUnfortunately, it has been nearly two weeks and our second shipment hasn’t arrived eitherTherefore, it will not be necessary for Mr*** to return any products he may receive, and a full refund in the amount $has been issued to the credit card originally used for paymentRefunds issued back to credit cards normally show up in within to business days, but can take up to depending on the financial institutionAdditionally, a plan to review the delivery issues experienced with the USPS on Mr***’s order has been documented so that we can determine the root causeIt is our sincere hope that Mr*** will allow us to serve him again in the future

Complaint: ***
I am rejecting this response because:
I pay $for an item from your company and it takes weeks to receive it after it was lostAfter emailing the company CEO and Facebook, no one even took the time to reach out or return an emailHorrible customer service$refund, that is a joke! I suggest you fix your customer service
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
This is ridiculous that your company isnt honoring the price it had displayedEven though this is not the customers fault, your company is big enough to absorb the small lossThis is a QA issue, not the customersAttached is of many conversations online I saw following your mistakeYou have already lost a lot of customersDon't lose moreIf this isn't honored with free shipping I wills be taking this further
Sincerely,
*** ***

Customer Satisfaction is our #goal at MidwayUSA, and upon investigation, it's clear that Mr*** experienced an issue with our systems that made the NRA Rouoption unclear during the checkout processTherefore, Mr*** was refunded the $per his request on 1/5/as Invoice #
*** (see attachment)Additionally, the issue with our systems has now been addressedIt is our sincere hope that Mr*** will allow us to serve him again in the future

Complaint: ***
I am rejecting this response because:I would like to know the IRS tax code that requires you to maintain my personal informationI find your excuse unfounded
Sincerely,
*** ***

We stand behind our offer to allow the customer to return the unwanted product for a 100% refund. As a one time courtesy MidwayUSA has offered to refund the cost of the original shipping, and the return shipping will be pre-paid using our online return feature. This offer is above and beyond what would typically be offered as the original shipping cost is not typically refunded when a customer changes their mind about a product. This offer will be good up to days from the purchase date of his product, at which time our return system will no longer allow the return to take place due to the day return policy.Our goal is to make every reasonable effort to take care of our customers, and we believe the offer we have made is more than reasonable As always we will continue to review our policies, but at this time we will not be refunding the difference for clearance pricing after the sale. Thanks,*** ***

November 27, RE: Complaint ID: ***; Mr*** * *** Attention: Revdex.com Dispute Resolution Department On 11/21/Mr*** (Cr: ***) placed an order (Invoice: *** that included; Walkers Ultimate Digital Quad Connect Electronic
Earmuffs (PN ***, Quantity of 1), for $79.99, and Federal Premium Vital-Shok Ammunition S&W Magnum Grain Barnes XPB Hollow Point Lead (PN 151067, Quantity of 6), for each. This order had a product cost of $and 12.74. There was a $discount on this order, and the total paid was $ Mr*** placed this order at 11:56pm on 11/21/2017. The order cleared credit card processing and was released to our warehouse for fulfillment at 12:01am on 11/22/2017. Once an order has been electronically uploaded to our warehouse for shipment we are not able to cancel the processing of the order. On 11/22/when Mr*** attempted to cancel his order, he would have observed that the option was not available and would have been given a link stating “Why can’t I cancel this?”. Clicking that link would have provided a ptext stating: “We’re sorry, your order is no longer able to be cancelled. It has either been shipped or already cancelled. Due to our super-fast Nitro Express Shipping, orders are typically only able to be cancelled for about minutes after they are placed.” This order could have been cancelled up until 12:01am on 11/22/when it cleared processing and was sent to the warehouse for fulfillmentMr***’s attempt to cancel this order on 11/would certainly have fallen outside of that time frame. While we feel that we have treated Mr*** fairly, there are certainly some improvements that could be made when explaining why an order cannot be cancelled On 11/24/2017, the order completed fulfillment and was shipped via UPS. Mr*** contacted Customer Support on 11/27/and spoke with a Customer Support Representative who explained that we do not offer price matching and that it was too late to cancel the order. Typically, in these situations we would allow the Customer to return the unwanted merchandise for a full refund, minus shipping fees. MidwayUSA, however, does not allow returns on loaded ammunition as UPS typically will not allow non-commercial shipment of loaded ammunition Products that are not eligible for return are individually marked on the MidwayUSA website prior to adding the product to the shopping cart. Additionally once these products are added to a shopping cart, the customer is presented with a message stating: “You must be years or older to order ammunition. Ammo must ship UPS Ground. Due to Department of Transportation regulations, we cannot accept returns on ammo. Please check local laws before ordering.” On 11/27/2017, after a review of Mr***’s account a decision was made to intercept the package and have it returned to MidwayUSA and credit Mr***’s credit card for the full amount. The UPS fee associated with a package intercept, as well as the original shipping fees were both covered by MidwayUSA. At 11:00am on 11/27/2017, Mr*** was contacted by a Customer Support Representative and seemed to be satisfied with this course of action We are currently reviewing the language we use when explaining why orders cannot be cancelled in order to be more clearCustomer Satisfaction is our number one goal at MidwayUSA, and we are always willing to do anything within reason to resolve complaintsWe regret that Mr*** had a dissatisfying experience and hope he will allow us to serve him again in the future Sincerely, *** *** Customer Support Manager MidwayUSA *** * *** *** *** ** Columbia, MO Email: ***@midwayusa.com

Complaint: ***
I am rejecting this response because:Your terms and conditions do not allow for cancelling orders due to your errorsThe contract was completedYou offered I accepted and you chargedI am entitled to the ammoThe law applies hereSee UCC Article It says you are in breach of contract! Penalties for breach MUST BE FOLLOWEDMail the ammo or I will provide purchase from another retailer and you pay me back the difference of the hugher priced retailer
Sincerely,
*** ***

Customer Satisfaction
is our #goal at MidwayUSA, and upon investigation it's clear that Mr*** experienced numerous issues while attempting to return products from several ordersTherefore, it will not be necessary for Mr*** to return any products we have shipped back, and a refund in the amount $has been issued to his credit card ending in *** through Invoice # *** (attached)Refunds issued back to credit cards normally show up in within to business days, but can take up to depending on the financial institutionAdditionally, a plan to re-train our Customer Service Representatives regarding the application of our Return Policy has been documented so that we can avoid similar situations going forwardIt is our sincere hope that Mr*** will allow us to serve him again in the future

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. However, Midway USA clearly had the opportunity to handle this correctly and chose not to until this was sent to the Revdex.com. Thank you for providing me, the consumer, a voice when sellers do not uphold their stated policies and try to take advantage of people.
Sincerely,
*** ***

March 14, 2018 RE: Complaint ID: ***; Mr*** *** Attention: Revdex.com Dispute Resolution Department I regret that Mr*** had a negative experience with MidwayUSA. Looking at our records it appears that the customer ordered ** ***, Vortex Optics
Crossfire Red Dot Sight x MOA Dot with Picatinny Mount Matte, on 2/21/(invoice number ***). The order total was $and shipped for free.Mr*** contacted MidwayUSA on 3/2/and explained that his order from 2/21/had not yet arrived. During the call, the agent filed a lost package claim with the carrier (USPS). The USPS tracking number shows that the package (***) was located on 3/4/after the claim was filed. Additionally, this package appears to have stalled in the StLouis and Memphis USPS facilities on its way to its destination. Mr*** contacted MidwayUSA again on 3/5/and spoke with another agent. During this call the agent offered compensation for the late delivery and the customers stated they would discuss it further after the product had arrived. On 3/an agent reached out via email to see if the Customer’s package had arrived.On 3/the customer reached out via phone and email to state that the package had still not shown up. At that time, tracking showed that the package had been sitting in StLouis for several days without movingThe agent offered to reship the product, but asked that the Customer return one of the two items if the original did eventually arrive The customer was not interested in the hassle of having to potentially return one of the items, but rather wanted compensation for his inconvenience. The agent did refund the Customer $dollars; however, this amount was not satisfactory to the Mr***. Mr*** was unwilling to state what he felt would be a satisfactory level of compensation for late delivery on the part of the postal service.On 3/Mr*** sent emails to our Presidential Comment line, as well as leaving posts on the MidwayUSA Facebook page regarding the shipment and what he felt was un unacceptable amount of compensation for his troublesThe customer was unwilling to commit to returning the extra item if we reshipped, and by that time the tracking number once again showed that the package was in route to its destination.As of 3/14/2018, package tracking now shows as “Delivered” to the customer’s front door at 1:07pm. I apologize for the delays that were experienced and fully understand why he was upset with the delivery service he receivedAny date beyond our “expected delivery date” is completely unacceptable and in this case the customer waited nearly weeks. Mr***’s credit card has already been issued a refund of $10, and we have applied another $25-dollar credit to his MidwayUSA account, in hopes that he will give us another chance to serve him in the future. Sincerely, *** ***Customer Support ManagerMidwayUSA*** * *** *** *** **Columbia, MO Email: ***@midwayusa.com

Customer Satisfaction is our #goal at MidwayUSA and we regret that Mr*** had a poor experienceAll information has been removed from his account, including any email subscriptionsAs a result, Mr*** should not receive any additional communications from MidwayUSA

January 22, RE: Complaint ID: ***; Mr*** ** *** Attention: Revdex.com Dispute Resolution Department I am sorry to hear that Mr*** has had an unsatisfactory customer experience with MidwayUSAReviewing Mr***s account it appears he ordered
boxes of PN: *** (IMI Ammunition 5.56x45mm Grain FMJ BT Box of 30) on 1/10/for a price of $13.49. Looking at our promotions it appears this product did in fact go on promotion on 1/11/for a sale price of $per box MidwayUSA does not currently have an advertised price guarantee for items that go on sale after the purchase, however we are currently in the process of developing just such a policyHaving said that, this is exactly the type of case that such a policy would seek to avoidAs a result we have refunded Mr*** $($for boxes) to the original credit card used on this purchase. We regret that Mr*** has had a negative experience and we hope this is a satisfactory resolution to his concernsSatisfaction is our number one goal at MidwayUSA, and we are always willing to do anything within reason to resolve complaintsWe hope that Mr*** might give us an opportunity serve him in the future Sincerely, *** *** Customer Support Manager MidwayUSA *** * *** *** *** ** Columbia, MO Email: ***@midwayusa.com

Mr*** placed an order on MidwayUSA.com for an
AR-Stoner 5.56x45mm AR-Carbine Kit on 6/14/as Invoice # ***MidwayUSA shipped the wrong product to Mr*** and then failed to make it clear that he would receive reimbursement for the return shipping amount upon sending it back for the correct productOn 7/8/16, Mr*** was reimbursed the full amount for the return shipping charges and the correct product was delivered to him on 7/12/via UPS 2nd Day Air at no additional chargeCustomer Satisfaction is our number one goal at MidwayUSA and we regret that Mr*** had a poor experienceWe hope he allows us to serve him again in the future

Mr*** placed an order on MidwayUSA.com for a Rivers Edge Tower Blind on 2/22/as Invoice # *** for a total of $To make delivery, MidwayUSA and Estes Express Lines (shipping company) both attempted to contact Mr*** several times, but unfortunately were unable to reach himContact was eventually made on 6/27/and delivery occurred on 6/29/at 11:am Eastern Time (see attached document for Estes Delivery Confirmation)Customer Satisfaction is our number one goal at MidwayUSA and we regret that there were delays while making Mr***’s delivery

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I would like it to be noted however that I still take GREAT ISSUE with MidwayUSA's terrible customer service department. This resolution and refund took them nearly days, during which they held $1,300+ hostage while being in receipt of the returned productIt should also be noted that in over e mails, live chats and phone calls not ONE TIME did MidwayUSA call or contact me in any way despite having my contact information. I was ALWAYS the one contacting MidwayUSA. I also had another order placed with them that was a Father's Day present that they had withdrawn money from my account for, but put my product on hold WITHOUT my knowledge, consent or any type of notification. I made a separate Revdex.com complaint on that matterI have no desire for that order to be reinstated, I just want the buyer to beware that MidwayUSA's customer service department is shoddy at best and makes unilateral decisions on what it is or isn't going to do with no regard for the customer
Sincerely,
*** ***

Customer Satisfaction is our #goal at MidwayUSA and we regret that Mr*** had a poor experienceAll information has been removed from his account, including any email subscriptionsAs a result, Mr*** should not receive any additional communications from MidwayUSA

I am actively researching the chain of events related to Mr***s complaint and will submit a formal response as soon as I have all of the factsMy apologies for the delayIt has taken longer to understand the root cause than originally anticipatedThanks, -- *** ***