MidwayUSA

Mr. [redacted] placed an order over the phone for a Rambo Bike Game Cart on 7/25/2016 as Invoice # [redacted] for a total of $129.99. Although this product is sold by MidwayUSA, it is fulfilled by one of our partners. When a partner fulfills an order for MidwayUSA, it often takes longer than a day or two...

to ship so an expected ship date is displayed on each applicable product details page (example available by visiting [redacted]). Unfortunately, the expected ship date was not effectively communicated to Mr. [redacted] when he placed his order with one of our Customer Service Representatives. After several email interactions between MidwayUSA Customer Service and Mr. [redacted], the order was cancelled and full refund was issued to Mr. [redacted]’s credit card. The refund occurred on 8/10/2016 as Invoice # [redacted]. Customer Satisfaction is our number one goal at MidwayUSA and we regret that we were unable to serve Mr. [redacted].

Initial Business Response /* (1000, 11, 2015/11/17) */
Mr. [redacted] placed an order on MidwayUSA.com for Norma USA TAC-22 Ammunition on 10/4/2015 as Invoice # XXXXXXXX.
On 10/9/2015, Mr. [redacted] called and indicated that he wished to return the Norma USA TAC-22 Ammunition. MidwayUSA's Customer...

Service explained that our return policy does not allow for returns on ammunition and the call ended. A few hours later Mr. [redacted] started an online chat with Customer Service and indicated that he still wished to return the Norma USA TAC-22 Ammunition. MidwayUSA's Customer Service again explained the return policy. After the chat, Mr. [redacted] submitted a Revdex.com complaint and also left a message about the complaint on MidwayUSA's feedback line. Based on the feedback line message, a Customer Service Supervisor contacted Mr. [redacted] on 10/9/2015, discussed the complaint with him and resolved it to the satisfaction of both parties by refunding the original $12.99 shipping charge as Invoice # XXXXXXXX.
We will consider the matter resolved unless we hear differently from the Customer or Revdex.com.

Customer Satisfaction is our #1 goal at MidwayUSA and we regret that Mr. [redacted] had a poor experience. All credit card information, phone numbers, email addresses and physical addresses have now been removed from the account. As 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 future. These 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.

December 6, 2017   RE: Complaint ID: [redacted]; Ms. [redacted]   Attention: Revdex.com Dispute Resolution Department   We are sorry to hear that Ms. [redacted] had a negative experience with MidwayUSA via [redacted] and will do everything within our power to correct this situation. From our...

records, it appears that on 11/20/2017, Ms. [redacted] ordered two units of [redacted] Butterball XXL Electric Turkey Fryer Stainless Steel for 70.37 each and a shipping cost of $19.99 for a total of $160.73.   Ms. [redacted] contacted MidwayUSA on 11/21 after receiving her order and stated that one of the Turkey Fryers were broken and requested a refund.  The Ms. [redacted] was provided with instructions for returning the Fryer.  She also stated that the manufacturer packaging had [redacted] labels affixed as well as marking indicating that they had been previously refused and returned.     This cause some confusion and concern with our agents as we do not, nor have we ever done business with [redacted].  MidwayUSA began carrying this particular product on 11/7/2017, and prior to Ms. [redacted]’s return, we had never processed a customer return for this product.  How it could have arrived with “refused” markings and in [redacted], packaging was a mystery.    Later in the day on 11/21 we received a 2nd correspondence from [redacted] regarding this order, stating that Ms. [redacted] wished to return both items as they appeared to be previously used and returned. At this point there seemed to be some confusion regarding MidwayUSA’s return policy as Ms. [redacted] explained to [redacted] that she would not be able to return the damaged products, and quoted this line from our return policy;   “Unwanted product in unused, unaltered condition with original, undamaged packaging, or defective product”   The need for products to be “unused, unaltered condition with original packaging” applies to products that a customer simply decided they do not want to keep.  In this case Ms. [redacted]’s order was covered by the “or defective product” portion of the return policy.  MidwayUSA always accepts damaged or defective products within 90 days of purchase, covering original shipping as well as return shipping.   On 12/4/2017, MidwayUSA received Ms. [redacted]’s return package and processed one units of [redacted]. Affixed to the package was a UPS return shipping label provided by MidwayUSA ([redacted]). This label was billed to MidwayUSA for 55lbs, the expected weight of the products Ms. [redacted] had requested to return.  A refund was given for 19.99 (original shipping), as well as the cost of one Turkey Fryer.   Ms. [redacted] contacted us on 12/4 to state that we had shorted her for the cost of second Turkey Fryer as well as $60 that she was charged by [redacted] for shipping.  She asked to be reimbursed for the cost of the second fryer as well as the $60 shipping fee.  This was again confusing as MidwayUSA provided a pre-paid shipping label, and that label was the one used to return the package.   Due to the complex and confusing nature of this claim, the issue was escalated to the Customer Support Manager (myself) I personally called and spoke with Ms. [redacted] about her return.  While I could not explain how she received previously returned product or products with [redacted] labels, it is possible that these came from our supplier in this manner.  We discussed the $60 she was charged for return shipping and this appears to be a mistake on [redacted]’s end, as the labels we provide to [redacted] are 100% pre-paid.    Ms. [redacted] was kind enough to provide me with images of the packages she received, as well as a receipt from [redacted] showing that she was billed for the pre-paid shipping label that we provided.  This is something we will be taking up with [redacted].    Further investigation into this issue revealed that Ms. [redacted] DID in fact return two fryers.  The returns employee in question made an error when processing the return, as one unit needed to be returned to the supplier and the other units needed to have a UPS claim filed. The employee only executed one of these processes resulting in the system only identifying a single returned fryer.   In summary, I cannot explain how Ms. [redacted] received used/damaged/returned products, as we have never had a return on this product since we started carrying it.  I also cannot explain why [redacted] charged this customer for a Pre-paid shipping label. These are issues we will be addressing with our partners.    We regret that Ms. [redacted] had a negative experience and we have fully refunded her for the 160.73 she was originally charged as well as the $60 she was incorrectly charged by [redacted]. Customer Satisfaction is our number one goal at MidwayUSA, and we are always willing to do anything within reason to resolve complaints. We hope that she might give us an opportunity serve her in the future.     Sincerely,   [redacted] Customer Support Manager MidwayUSA [redacted] Columbia, MO 65203 Email: [redacted]@midwayusa.com

Customer Satisfaction is our #1 goal at MidwayUSA, and upon investigation, it's clear that Mr. [redacted] experienced numerous issues while attempting to purchase a new UltraDot Pan-A-V Reflex Red Dot Sight. Upon receiving his order on 4/21/2017, he initiated a chat with MidwayUSA Customer Service and...

indicated that the sight he received had been refurbished. Unfortunately, the Customer Service Representative only offered Mr. [redacted] a single option, which was to return the product for a refund. Since Mr. [redacted] was not satisfied with that option and still wanted the sight he had ordered, we should have also offered to accept a return for exchange or to issue a partial refund, which would discount the product to a refurbished price point.On 5/5/2017, a partial refund in the amount of $70.00 was issued to Mr. [redacted]’ account as store credit on Invoice # [redacted] (see attachment). This discounts the product from the original amount of $249.99 to $179.99. If the sight is returned within our 90-day return policy window, a second credit will be issued for the remainder of the product cost and to cover the original outbound shipping charge. A refund for the inbound (return) shipping won’t be necessary since the return shipping label will have been pre-paid by MidwayUSA. We regret that Mr. [redacted] had a poor experience with his most recent order. It is our sincere hope that he will allow us to serve him again in the future.

September 28, 2017 RE: Complaint ID: [redacted]; Dr. [redacted] Attention: Revdex.com Dispute Resolution Department On 8/5/2017, Dr. [redacted] (Account # [redacted]) placed an order on MidwayUSA.com for a Winchester Ammo Safe Fire-Resistant Safe (Invoice # [redacted]). Unfortunately, the...

manufacturer of the safe notified us on 8/7/2017 they would be unable to deliver the safe to Dr. [redacted] within the expected timeframe. We emailed Dr. [redacted] on 8/7/2017 to confirm he still wished to keep the order in place. On 8/7/2017, Dr. [redacted] responded to our notification email, inquiring as to whether an alternative model was in stock. It was, but also had an extended delivery date. The original order was left in place per Dr. [redacted]’s request. On 9/12/2017, Dr. [redacted] began a chat session with one of our representatives. He was concerned the estimated delivery date for the safe from our drop-ship supplier now showed a later date than he was originally told. Within the chat interaction, Dr. [redacted] demanded we cancel his order and issue a refund. Our representative explained to Dr. [redacted] that we must first receive authorization for cancellation on a drop-ship order, but once received we would be happy to issue him a refund. On 9/13/2017, a refund for the full purchase price was issued, $864.99, and we emailed Dr. [redacted] an invoice outlining the refund. Unfortunately, in the text of the email we entered a typo: “Per your request, we have canceled your order and refunded $265.00 (TYPO) back to the original credit card this purchase was made with. It takes about 24 hours for this transaction to be finalized and reflect on your MidwayUSA account. It is at the discretion of your financial institution to issue the credit to your personal account and may take up to 30 days. I apologize for any inconvenience this may have caused.” On 9/13/2017, Dr. [redacted] contacted us stating, “You still owe me #600.00.  I paid a total of 865.00 for a product you are unable to deliver.  Please refund the additional $600 immediately.” We responded to Dr. [redacted] on 9/15/2017 with the following information: “Thank you for your recent email concerning your credit. We applied the credit of $865.00 to your AMEX on 09/13/2017. It takes about 24 hours for this transaction to be finalized and reflect on your MidwayUSA account. It is at the discretion of your financial institution to issue the credit to your personal account and may take up to 30 days. I apologize for any inconvenience this may have caused.” Dr. [redacted]’s original invoice was issued the full and proper refund on 9/13/2017. We regret the typo and the confusion it has caused. By the time we responded with the correct refund information on 9/15/2017, Dr. [redacted] had already filed complaints with the MO Attorney General and the Revdex.com. 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 Dr. [redacted] had a dissatisfying experience. We have applied a $25 Gift Certificate to Dr. [redacted]’s account in hopes he will allow us to serve him again in the future Sincerely,  [redacted]VP of Logistics & Customer SupportMidwayUSA[redacted]Columbia, MO 65203 Email: [redacted]@midwayusa.com

Initial Business Response /* (1000, 7, 2015/11/18) */
Mr. [redacted] was correct. The Barska Tactical Red Dot Sight he ordered (MidwayUSA Product# XXXXXX and Barska Product # ACXXXXX) had incorrect product information regarding the MOA dot and warranty. The product information has been corrected and...

we appreciate Mr. [redacted] bringing the issue to our attention. We will consider the matter resolved unless we hear differently from the Customer or Revdex.com.
Initial Consumer Rebuttal /* (2000, 9, 2015/11/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]
I am rejecting this response because: Your response is nothing more than you requoting what I have already said. You were able to fulfill the order but were UNWILLING too... that's a big difference from being unable to. If you were a regular store and made this error, you would not have been able to call me and demand that I return the ammo. You 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 me. You accepted payment, sent me an email with a confirmation number, and told me the order was being shipped. You 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 legal. The only satisfactory outcome for this issue is to fulfill my order as originally agreed upon. I 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 payment. The 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 order. There are laws that are suppose to protect consumers from companies doing the very thing that you did. Again, on top of your display of absolute HORRIBLE costumer service, I also believe that what you did is illegal. 
Sincerely,
[redacted]

Customer Satisfaction is our #1 goal at MidwayUSA, and upon investigation, it's clear that Mr. [redacted] experienced numerous issues with Invoice # [redacted] for a Trijicon HD Night Sight Set. The product was missing a part and a quick resolution was not offered upon speaking to both MidwayUSA and...

Trijicon. Therefore, it will not be necessary for Mr. [redacted] to return the original product he received, and a second Trijicon HD Night Sight Set has been scheduled to ship today as Invoice # [redacted] (see attachment). It will ship via 2nd Business Day Air and should arrive on or around 1/27/17. It is our sincere hope that Mr. [redacted] will allow us to serve him again in the future.

Initial Business Response /* (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 10/19/2015. The returned product was processed on 10/20/2015 and a full refund of the original payment amount was issued to Mr....

[redacted]'s credit card on 10/22/2015. 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 6/28/16. During this time, we have been communicating with Mr. [redacted]. Once the complaint has been fully addressed, we will submit a detailed account of the actions taken.Thanks,

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. The delivery this week was inspected, while the corresponding credit later appeared at the bank. Thank you for helping us reach a more capable agent at MidwayUSA to resolve this order issue.
Sincerely,
[redacted]

Ms. [redacted] placed an order on MidwayUSA.com for Colt magazines on 2/23/2016 as Invoice # [redacted] for a total of $227.49. 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...

placed. MidwayUSA’s Customer Service explained that our policy does not allow partial refunds for products put on Clearance. Unsatisfied with the response, Ms. [redacted] indicated that she wished to cancel the order completely and receive a full refund. However, since the order had already shipped on 2/25/2016, it could not be cancelled. As a courtesy, MidwayUSA Customer Service made an exception and issued a partial refund to Ms. [redacted] in the amount $32.40 (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 order. Therefore, an additional refund of $187.50 was issued to Ms. [redacted] on 3/9/2016 as Invoice # [redacted]. With an original order total of $227.49 and two subsequent refunds totaling $219.90, the remainder is $7.59, which is the amount paid for shipping on the original order. Provided 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.

Ms. [redacted] placed an order on MidwayUSA.com for several Glock and AR-Stoner parts on 3/7/17 as Invoice # [redacted] (see attached PDF). An estimated delivery date of 3/14/17 was communicated on the shopping cart and checkout pages (see attached image) during order placement, and then again through...

MidwayUSA’s automated post-order emails. The order shipped out on the same day it was placed and delivery occurred on 3/15/17 (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 transit. It is our sincere hope that Ms. [redacted] will allow us to serve her again in the future.

December 6, 2017 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 MidwayUSA via [redacted] and will do everything within our power to correct this situation.  From...

our records it appears that Mr. [redacted] placed an order through [redacted].Com on Sunday 11/12/2017 for one unit of PN717455 Kryptek Men’s Vesuvius Safety Vest Reversible Polyester Blaze Orange and Inferno Camo XL for 59.99.  Shipping charges of $9.95 were added bringing the invoice total to $69.94. Mr. [redacted] placed this order at ~11:07am and selected expedited shipping.  This order was prioritized to the top of our outbound order queue and was shipped at 2:11pm on the same day.  UPS took the package from our facility overnight and Mr. [redacted]’s package was delivered on Wednesday 11/15/2017 at 12:27pm.    Mr. [redacted] states that he is an [redacted] customer, however MidwayUSA is not an [redacted] seller and does not offer two day guaranteed shipping.  When checking out Mr. [redacted] selected Expedited shipping which would have given him a date range in which the package would be delivered.  The package in question arrived on the early end of that date range. On 11/30/2017, we processed Mr. [redacted]’s return and credited $52.40.  This amount represented the original invoice price (69.94) less the original shipping (9.95) and the return shipping ($7.59).  In his return, Mr. [redacted] stated his reason for return was that he no longer wanted the product.  MidwayUSA will only cover original and return shipping costs when the reason for the return is due to manufacturer defects, incorrect products or products damaged in shipment.  In this case, the reason for return would not have resulted in a refund for shipping costs. Mr. [redacted] reached out to MidwayUSA on 11/30/2017 and stated that he had returned the item because it had been delivered late.  The Customer Service Representative explained that the package had shipped and delivered on time, and that they could not refund the shipping.  Mr. [redacted] provided a screen shot of his [redacted] order screen showing that he selected “expedited shipping” but seemed to be under the impression this mean next day or two day shipping.  In summary, we feel Mr. [redacted] has been treated fairly.  His order was fulfilled and shipped within three hours of placement.  The package was shipped using the desired shipping method, and arrived within three days (two business days) and well within the range of dates that [redacted] would have provided him.  Mr. [redacted] was issued a refund appropriate for his reason for return. Having said that, Customer Satisfaction is our number one goal at MidwayUSA, and we are always willing to do anything within reason to resolve complaints. While we feel this incident was a misunderstanding between the Customer and [redacted].com regarding delivery dates, we have elected to refund Mr. [redacted] the $17.54 in question.  Additionally we have added a $10 credit to Mr. [redacted]’s account at MidwayUSA in hopes that we might have another opportunity to serve 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. They went above and beyond to ensure that I was taken care of.
Sincerely,
[redacted]

Complaint #[redacted] Got this email from midway please cancel my complaint they made it right.    Sent from Mail for Windows 10 MidwayUSA Customer Service Today, 12:43 PMYou   Dear [redacted],   Thanks for your email inquiry.  I'm sorry to hear about that problem. ...

You don't indicate if there was any damaged to the package.  I'm assuming the ammunition was lost in transit and filed a claim with UPS.  We don't have that ammunition available in smaller quantities so I can't reship replacements.  I've issued a refund of $250.00 on invoice #[redacted] and it should post to you account balance in a week or so.  I apologize for any inconvenience.   If you have any additional questions or comments, please feel free to contact us at 1-[redacted]. Our hours of operation are Monday through Friday 8 a.m. to 6 p.m. CT. You may also email us at [redacted]@midwayusa.com.    Thanks for Your Business!   Brian MidwayUSA Customer ServiceInboxx[redacted] <[redacted]@hotmail.com> 11:51 PM (9 hours ago)to me

Mr. [redacted] placed an order on MidwayUSA.com for a Leupold Mark 4 Long Range Tactical Rifle Scope on 3/28/2016 as Invoice # [redacted] for a total of $1,300.00. On 4/1/2016, Mr. [redacted] called and indicated that he received the wrong product in the right packaging. After 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 5/16/2016 as Invoice # [redacted].

July 5, 2017   RE: Complaint ID: [redacted] A. [redacted]   Attention: Revdex.com Dispute Resolution Department   Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal we have completed an investigation into Mr. [redacted]’s claim. We 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 Policy. MidwayUSA prides itself on excellent Customer service. We never intended to ignore or delay our service to Mr. [redacted] and we apologize for any inconvenience he may have experienced. Any 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. [redacted]’s return from his order placed on 10/31/2016 was denied on 1/27/2016 properly. Mr. [redacted]’s claims of a “bait and switch component” are categorically false. A 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 used. We returned the denied merchandise to Mr. [redacted] at our shipping expense with the letter. This is in perfect alignment with our published Return Policy:   Our 90 Day Return PolicyWe accept returns on unused, unaltered products in original packaging with all accompanying manuals, instructions and accessories.   Thirdly, Mr. [redacted]’s desired settlement of $426.00 would normally require we receive the return of merchandise prior to executing a refund. We 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. [redacted]. While our original stance in denying Mr. [redacted]’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 information. We will forego the requirement to return the merchandise in question and $426.00 has been credited to Mr. [redacted]’s Visa card used to place the original purchase on 10/31/2016. 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.   Sincerely,   [redacted] VP of Logistics MidwayUSA [redacted] Columbia, MO 65203 Email: [redacted]@midwayusa.com

September 22, 2017   RE: Complaint ID: [redacted]; [redacted]   Attention: Revdex.com Dispute Resolution Department   Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with...

this goal we have completed an investigation into Mr. [redacted]’s claim. We appreciate the Revdex.com (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 the delivery of his order, the solutions offered by our Customer Support team, or the speed at which MasterCard has processed his refund. MidwayUSA prides itself on excellent Customer service. We never intended to inconvenience Mr. [redacted] and we apologize for any inconvenience or response delays he may have experienced toward resolution of his concern.   Mr. [redacted] placed his order through our website on 7/28/2017, entering a shipping address for the order as [redacted]. On 8/4/2017, the order was out for delivery but was designated as “undeliverable as addressed.” On 8/19/2017, Mr. [redacted] communicated with us via email inquiring as to why the order had not been delivered and stated the order had been shipped to an incorrect address. In this same email, Mr. [redacted] provided an updated address, [redacted].   On 8/19/2017 we responded to Mr. [redacted] explaining his order was being returned to MUSA and we would reship to the correct address once received. On 8/21/2017 Mr. [redacted] contacted us via phone to inquire about the status of his order and it was on this date a refund was issued in the amount of $29.98 to his MasterCard.   We have confirmed we did in fact issue a refund to Mr. [redacted]’s MasterCard on 8/21/2017 in the amount of $29.98. Mr. [redacted] was informed on 8/27/2017 via email, in response to his email dated 8/24/2017, his refund was processed on 8/21/2017 and it could take up to 30 days for the credit to be applied back to his credit card. Our email went on to further state our recommendation he speak with his credit card company with any further concerns regarding expediting the processing of our credit.   We apologize for any inconvenience or response delays Mr. [redacted] may have experienced toward resolution of his concern. It is our sincere hope that Mr. [redacted] will allow us to serve him again in the future.   Sincerely,   [redacted] VP of Logistics & Customer Support MidwayUSA [redacted] Email: [redacted]@midwayusa.com