MidwayUSA

February 20, 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. Reviewing 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 2/6/2018 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 18 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 2/10/2018 stating that he had evidence that MidwayUSA has honored sale prices for other Customers and demanding that we honor this sale price as well. We 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 18 business days). Our agents have repeatedly offered to allow Mr. [redacted] to return the product (in like new condition) for a full refund. Customers are able to print a pre-paid shipping labels and send products back via UPS at their convenience. Notes 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 complaints. We 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 65203

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 the error and very much appreciate your continued business.

Mr. [redacted]s placed an order on MidwayUSA.com for a Refurbished Leupold FX-I Rimfire Rifle Scope on 9/2/2016 as Invoice # [redacted] for a total of $199.99. After a thorough review of the interactions between Mr. [redacted]s and MidwayUSA Customer Service prior to the order being placed, it's clear...

that Mr. [redacted]s was told he would receive a discounted price of $119.99. Therefore, a refund in the amount $80.00 was issued today (Invoice# [redacted]) to the credit card originally used for payment. 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. Customer Satisfaction is our #1 goal at MidwayUSA and we regret that Mr. [redacted]s had a poor experience with this order.

A review of Mr. [redacted]’s account revealed that he experienced numerous issues while attempting to return products from two previous orders. After several interactions between MidwayUSA Customer Service and Mr. [redacted], the returned products were fully refunded to the credit card originally used for...

payment. The first refund occurred on 1/30/2017 as Invoice # [redacted] in the amount of $94.19, and the second refund occurred on 5/11/2017 as Invoice # [redacted] in the amount of $739.98. Copies of these invoices have been attached for reference. 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. 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 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]

Complaint: [redacted]
I am rejecting this response because:
First let me address  the two blatant lies that Mr. [redacted] put in his response. 1st: It wasn't 18 days before I contacted them, it 14 exactly. I emailed them the next day after the item in question dropped in price. 2nd: 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 them. If so I would have taken them up on their offer at the time. They literally could have settled this with a sincere apology and a coupon code for a small discount on a future purchase. Giving me the difference in Midway money would have been fine too. But it's too late for that now because I have lost all faith in this company. If they wanted to redeem themselves in anyway, they need to refund me the difference to my credit card. If 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 an Accuracy Systems Harmonic Stabilizer on 8/30/2015 as Invoice # XXXXXXXX. The payment amount was $264.00, and the order was delivered by UPS on 9/2/2015.
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 instead. MidwayUSA 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 cost. Upon 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 number. When 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 9/3/2015 call, MidwayUSA filed a claim with UPS to report the damage. Mr. [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 9/14/2015.
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.

Customer Satisfaction is our #1 goal at MidwayUSA and we regret that Mr. [redacted] had a poor experience. Mr. [redacted] placed orders with MidwayUSA on 9/14/15 and 9/17/15. 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. However, 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 15, 2017   RE: Complaint ID: [redacted]; Mr. [redacted]   Attention: Revdex.com Dispute Resolution Department     I am sorry to hear that Mr. [redacted] has had an unsatisfactory customer experience with MidwayUSA.  Upon review of his account I see that Mr. [redacted] placed his...

order (Invoice: [redacted]) on 9/26/2017.  This order included two of [redacted] Ruger Magazine Ruger [redacted] 223 Remington 30-Round Steel Blue, along with several other products.  The total invoice price was$ 262.81, with these two magazines making up $60.18 of the total.   Mr. [redacted] emailed MidwayUSA Customer Support on 12/3/2018 asking for a refund for the cost of the magazines and $40 in charges he stated were incurred because of damages to his firearms.  Mr. [redacted] was offered a full refund of the cost of the magazine, sales tax and a prepaid label for the return.    On 12/6/2107, we received Mr. [redacted]’s return of two [redacted].  Mr. [redacted]’s credit card was refunded the full purchase price of $63.78 (sales price plus sales tax).  Mr. [redacted] emailed Customer Support the following day and asked when the credits would appear on his account and again requested compensation for $40 he stated were caused by the defective product.  The agent explained that his credit card had already been refunded but that his bank may take up to 10 days to post the refund to his account.  The agent also explained that we do not offer refunds for gunsmithing.   On 12/10/2017, Mr. [redacted] posted a message on MidwayUSA’s [redacted] page stating: “I purchased some mini 14 Ruger mags. They became stuck and had to be removed by a gunsmith. It cost me $40 which Midway will not reimburse. This was defective merchandise according to the gunsmith. He said that Midway had to know. No wonder the mags were on sale. I will never do business with these people again! “ The following day a Customer Support agent followed up with Mr. [redacted] and explained that MidwayUSA would never intentionally or knowingly sell defective products.  She explained that the products are purchased directly from our suppliers (in this case Ruger) and that we do not open, inspect or test our suppliers products.  The agent provided Mr. [redacted] with contact information so that he could personally reach out to the manufacturer (Ruger) and discuss whether a manufacturing defect could have caused the damages in question.   The product in question ([redacted]) is purchase from [redacted]., Inc ([redacted]).  These products arrive in factory-sealed packaging and are sold directly to customers in the manufacturer packaging.  MidwayUSA would never knowingly or willingly sell defective merchandising and in this instance, it would not have been possible to detect a defect in manufacturing.   Year to-date we have sold over 3800 of [redacted] with a return rate of only 1%.  Further research into our returns on this product show that nearly all returns were due to cosmetic blemishes (scratches) and shipping damages (damaged packages, dents etc.).  Of the nearly 4000 magazines sold, this is the first complaint we have received claiming that this product has caused property damage.   We regret that Mr. [redacted] has had a negative experience and we have fully refunded him for the $63.78 for the cost of the returned products. We have provided Mr. [redacted] with the manufacturers contact information previously and again with this response and we encourage him to reach out to Ruger with his concerns. 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 Mr. [redacted] might give us an opportunity serve him in the future.     Sincerely,   [redacted] Customer Support Manager MidwayUSA [redacted] Columbia, MO 65203 Email: [redacted]@midwayusa.com