MidwayUSA

Good Morning,We have been actively working to address this complaint since 6/27/During this time, we have been communicating with Mr*** as well as the third-party shipping company (Estes).Once the complaint has been fully addressed, we will submit a complete response with the
details.Thanks,

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
Sincerely,
*** * ***

Complaint: ***
I am rejecting this response because: This is the same mass response that was received regarding the cancellation email, and none of my concerns listed were addressed Clearly you have put the same effort onto accurate pricing and timely refunds as you have individually addressing Revdex.com complaints. Will no longer patronize your business, nor recommend others.
Sincerely,
*** ***

The issue has been resolved

Complaint: [redacted]
I am rejecting this response because:
Once again midwyausa's anti-customer service shows why their the worst in the buisness.
Sincerely,
[redacted]

We apologize for the delay. We are currently investigating this claim and will have a response shortly.

Initial Business Response /* (1000, 5, 2015/08/10) */
Mr. [redacted] placed an order on MidwayUSA.com for Winchester PDX1 Defender Ammunition on 7/16/2015 as Invoice # XXXXXXXX. The selected method for delivery was "Pickup at MidwayUSA" and the payment amount was $25.95 ($24.49 for the product + $1.46...

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 refund. Therefore, the order was processed as a return on 7/17/2015 as Invoice # XXXXXXXX. The amount refunded to Mr. [redacted]'s credit card was $24.49. 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 $1.46 was refunded to Mr. [redacted]'s credit card as Invoice # XXXXXXXX, which brought the total amount refunded to $25.95 (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 company. DO NOT CHARGE MY CARD". MidwayUSA Customer Service responded to Mr. [redacted]'s email on 7/31/2015, sent an additional email on 8/4/2015 and then attempted to reach him by phone on 8/5/2015. As of 8/10/2015, MidwayUSA Customer Service hasn't received any communication from Mr. [redacted] since his email on 7/31/2015. 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 /* (1500, 7, 2015/08/10) */

Customer Satisfaction is our #1 goal at MidwayUSA, and upon investigation it's clear that Mr. [redacted] experienced significant issues with the IMI Ammunition he purchased (Invoice # [redacted]). The product he received was defective and should have either been replaced or refunded. Since ammunition cannot...

be returned due to safety considerations, it will not be necessary for Mr. [redacted] to send anything back to MidwayUSA. Additionally, to cover the original cost of the product and its shipping, a $163.98 refund has been issued to the credit card originally used for payment (Invoice #[redacted]). Refunds issued back to credit cards normally show up in within 3 to 5 business days, but can take up to 14 depending on the financial institution. It is our sincere hope that Mr. [redacted] will allow us to serve him again in the future.

Customer Satisfaction is our #1 goal at MidwayUSA, and upon investigation, it's clear that Mr. [redacted] experienced numerous issues with Invoice # [redacted] for two Taurus PT-22 Magazines, placed on 1/24/17. The package meant to fulfill this invoice was delivered to Mr. [redacted] with one of the...

products missing. Upon discovering this issue, the missing product was shipped to Mr. [redacted] on 1/30/17 as Invoice # [redacted] (see attachment). The tracking number ([redacted]) indicates that it was delivered on 2/1/17. It is our sincere hope that Mr. [redacted] will allow us to serve him again in the future.

March 16, 2018   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 $130 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 $10.00 to his Credit Card ending *7815.  This payment was processed on 3/8/2016 at 3:08pm central time.  Some banking institutions may take up to 10 business day to post refund transactions.  An additional $25.00 gift card was added to Mr. [redacted]’s account on 3/14/2018.   The original invoice was shipped free of charge, and the total cost of the product was $129.99 to which we have provided $35.00 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 issue. We 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 65203 Email: [redacted]@midwayusa.com

March 14, 2018   RE: Complaint ID: [redacted]; Mr. [redacted]   Attention: Revdex.com Dispute Resolution Department   I regret that Mr. [redacted] has had a negative experience with MidwayUSA.  Our records show that Mr. [redacted] placed his order on 2/19/2018 (invoice 36476371)...

containing [redacted] AR-Stoner Barrel AR-15 300 AAC Blackout Medium Contour 1 in 8” Twist 16” Chrome Moly Melonite.  This product was on inventory reduction clearance for a sale price of $59.27 and the order included $8.54 in shipping costs for a total of $67.81. It appears that this package was lost by UPS on 2/21, as the tracking number ([redacted]) indicates that package stopped moving in Lexington, KY.  On 3/2/2018, Mr. [redacted] contacted MidwayUSA via email stating that his package appeared to have been lost by the carrier in Kentucky, and that UPS had referred him to MidwayUSA.  The responding agent immediately filed a claim with UPS and reshipped a new unit at no charge. The reshipment was processed and shipped on 3/2, however the tracking information for this package ([redacted]) shows that the package was “refused by the receiver”, however this appears to have been a mistake on the part of UPS, as the receiver is in Ohio and this update occurred while the package was still in Earth City, MO, well before it ever would have made it to its destination. The package was returned to MidwayUSA as a “refused package”.  On 3/7 an agent reached out to Mr. [redacted] via email to determine if he still wanted the product (the agent was not aware of UPS’s mistake).  Our policy for dealing with returned and refused packages gives the customer 2 business days to respond before we process the package as a return.  In this case we had not heard from Mr. [redacted] and on 3/9 his package was processed as a return and funds returned to his credit card.  After the return was processed the customer called to ask for the product to be reshipped (3/14/2018).  The agent incorrectly told Mr. [redacted] that we should reship the product, but that we could not honor the clearance price.  While we don’t typically honor clearance prices after the clearance ends, it was obvious in this case that the sale price should not only be honored, but that the cost of shipping should have been waived due to the carrier’s failure to deliver the package on two separate occasions. After review, it is clear that the agent Mr. [redacted] spoke to today did not investigate the issue fully and provided a poor response to his issue.  This afternoon a supervisor reached out to Mr. [redacted] and apologized for the confusion, and reshipped the product at the original clearance price.  Additionally, we have refunded the original shipping cost, and given Mr. [redacted] $20 for his trouble.  I sincerely apologize for the inconvenience this has caused, and hope that Mr. [redacted] will give us another chance to serve him in the future.     Sincerely,   [redacted] Customer Support Manager MidwayUSA [redacted] Columbia, MO 65203 Email: [redacted]@midwayusa.com

At MidwayUSA, Customers always come first and we work tirelessly to make sure our Customers are always satisfied. Unfortunately, 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...

5.56 and 223 ammunition, cans of 500 rounds, (our product numbers [redacted] and [redacted]) for $159.99. Regrettably, when the discount was applied on our website, because of a behind-the-scenes error, the price was inadvertently lowered to $87.99. This was an unadvertised, unintended price and we are very sorry this happened. Since we were unable to fill the orders containing the ammo sold at $80.00 below their advertised price, they had to be cancelled and refunded. Again, we apologize for the error and very much appreciate your continued business.

Mr. [redacted] placed an order on MidwayUSA.com for Glock magazine parts on 2/29/2016 as Invoice # [redacted]. On 3/7/2016, Mr. [redacted] indicated through email that the package had been lost by USPS and that he wanted a full refund. After verifying that the package had been lost in transit, a full refund of...

the original payment amount was issued to Mr. [redacted]’s credit card on 3/15/2016 as Invoice # [redacted]. We will consider the matter resolved unless we hear differently from the Customer or Revdex.com.

Initial Business Response /* (1000, 7, 2015/10/01) */
Customer Satisfaction is our #1 goal at MidwayUSA. As of 10/1/2015, Mr. [redacted]'s email address has been unsubscribed from all future promotional email and his mailing address has been opted out of all future printed promotions. We will consider...

the matter resolved unless we hear differently from the Customer or Revdex.com.

November 17, 2017   RE: Complaint ID: [redacted]   Attention: Revdex.com Dispute Resolution Department   On 8/2/2017, through our normal process of prospective customer acquisition the two email accounts in question were added to our customer database ([redacted]@yahoo.com...

and [redacted].com).  These accounts were automatically added to our daily and weekly promotional email subscription list.   As of 11/17/2017, we have no records indicating that a request was made to discontinue these emails.  All promotional emails sent by MidwayUSA contain the following statement “Note: This email was sent from an outgoing-only email address that is not monitored.  Please do not respond to this message”.  If Mrs. [redacted] responded directly to the promotions with her request, it is possible that we never received her communication.   At 3:00pm on 11/17/2017, email subscriptions for both email accounts in question ([redacted][email protected] and [redacted].com) were terminated.  Starting on 11/18/2017 no additional promotional emails will be sent to either address. Customer Satisfaction is our number one goal at MidwayUSA, and we are always willing to do anything within reason to resolve complaints. We regret that Mrs. [redacted] did not find our promotions useful and hope that we might still have an opportunity to earn her business in the future.   Sincerely,   [redacted] Customer Support Manager MidwayUSA [redacted] Columbia, MO 65203 Email: [redacted]@midwayusa.com

December 6, 2017   RE: Complaint ID: [redacted]; Mr. [redacted]   Attention: Revdex.com Dispute Resolution Department   We are sorry to hear Mr. [redacted] had a negative experience with our MidwayUSA customer satisfaction survey. MidwayUSA utilizes a third party to help administer customer...

satisfaction surveys and uses the data collected to measure our performance as well as making improvements to our website, product offerings, and overall customer experience.   MidwayUSA, along with our survey partner [redacted], offers customers the opportunity to “Claim a value of up to $100” in exchange for completing a 25 question survey. Upon starting the survey, the customer is presented with survey instructions which include the terms of the $100 value being offered. Specifically, the instructions state:   “Please take a moment to rate your shopping experience at MidwayUSA and you’ll receive a special thank-you (exclusively for US residents) – up to 3 of your favorite magazines for just $1 per month – valued at up to $100.”   This is information is provided at the beginning of the survey and customers have the option to stop taking the survey at any time. Upon completion of the survey, customers are again presented with information explaining the terms of the offer. After submitting the survey, Customers are transferred to our [redacted] Survey partner’s website where they are again informed of the terms of the offer. Once a customer has made their magazine selection, they are required to enter shipping, billing, and credit card information. The terms of this offer are once again explained. At any point the customer could have elected to cancel the process, including this very step in the process.   We regret Mr. [redacted] experienced any misunderstanding regarding this offer, our intention was never to mislead or deceive him. However, after careful review, it is clear, at no time during the survey process was there a mention of a gift, nor was Mr. [redacted] forced to proceed if he was not satisfied with the terms of the offer.   As for Mr. [redacted]’s concerns with our [redacted] Round-Up, MidwayUSA offers customers the opportunity to round-up the total of their purchases and donate the amount to the [redacted]/ILA Endowment for the Protection of the 2nd Amendment. While all invoices are rounded up by default, customers are given the option to opt out prior to checking out on our website.   Upon review of Mr. [redacted]’s account, we have confirmed he has opted out 100% of the time from our offered Round-Up program.   Customer Satisfaction is our number one goal at MidwayUSA and we will always make every reasonable effort to serve our customers. We regret that Mr. [redacted] has had a negative experience, and we hope that he will give us an opportunity serve him in the future.     Sincerely,   [redacted] Customer Support Manager MidwayUSA [redacted] Columbia, MO 65203 Email: [redacted]@midwayusa.com

November  16, 2017 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 115 Grain Full Metal Jacket Ammo Can...

of 500 (PN: [redacted] on Invoice # [redacted]) during a one day promotion that offered this product for 89.99 and free shipping. Unfortunately, Mr. [redacted]’s credit card was declined and the order was subsequently cancelled on 11/3/2017.   On 11/8/2017 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 promotion. After review of the account, we would have likely honored this promotion if there had not been a misunderstanding on the part of the agent. On the morning of 11/13/2017, a Customer Support Supervisor called Mr. [redacted] and left a message for him to contact us regarding his order. On 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 $89.99 each, and free shipping.  Additionally Mr. [redacted]’s invoice was credited an additional $10.00 due to the misunderstanding caused by our agent. Customer Satisfaction is our number one goal at MidwayUSA, and we are always willing to do anything within reason to resolve complaints. We 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 me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:This company is horrible and others need to know. When a item is lost, it is the companies responsibility. The customer service we spoke to was awful. Item should be refunded, but only offered $10 refund, which we have still not received! Since customer service was so terrible, we wrote several emails to this “company president”, which he never responded to ANY of them. I have heard this company has terrible customer service, which now we know, and others need to as well. Thank you for your help with this situation. This company is not acceptable. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  The business states that "The U.S. Internal 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 7 years. Therefore, Mr. [redacted]'s account and invoices cannot be completely deleted until 7 years after the last order was placed. I 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 6 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 ITEMS.. Thank you Revdex.com !
Sincerely,
[redacted]