Additional Complaint Information
Customer Complaint:
Better Business Bureau has received complaints against Midway USA which allege receiving damaged or inaccurate orders, difficulty obtaining an order, items lost in shipping and difficulty obtaining a refund, and misleading statements on the company's website. The company has addressed all complaints brought to its attention.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/03/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed a order on 10/29/24, and haven't got what I ordered, paid for including all fees this company refuses to send a replacement, or refund my money, and also refuses to accept any responsibility at all about anything they did wrong
Business response
11/11/2024
November 11, 2024
RE: Complaint ID: *********; ***** ****
Attention: BBB Dispute Resolution Department
Customer Satisfaction is our #1 goal at **********************; in alignment with this goal, we have completed an investigation into Mr. ***** claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
After researching Mr.***** ********** I was able to determine he placed his order through our website on 10/29/2024 for the Winchester ****** ***** 209 Muzzleloader Primers Box of 100. It was shipped the next morning via *** Ground with a tracking number of 1Z6772470395333568 and an expected delivery date of 11/07/2024. This complaint was filed on 11/03/2024 and Mr. **** filed a dispute with his card company on 11/06/2024. According to tracking information his order was delivered on the afternoon of 11/05/2024 with photo proof of delivery which I have confirmed through ****** maps.
Customer satisfaction is our #1 goal, and we are very sorry Mr. **** did not receive his package as quickly as he would have liked, but he did not select any expedited shipping,and the package was delivered well within its provided estimated delivery date.
****** ********
Customer Service Manager
**********************
*******************************************
******************
Email: ************************************Initial Complaint
10/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Midwayusa will not refund a purchase on a pair of Lacrosse boots that I returned due to the sizing. Purchase price was $235.93 Midwayusa would not pay return shipping of $24.30. I shipped them back at my own expense. Would like a full refund and reimbursed for the shipping cost.Customer response
10/24/2024
I contacted my bank today and they have no record of anything coming through. Still no refund.Business response
10/29/2024
October 29, 2024
RE: Complaint ID: ********; ****** *******
Attention: BBB Dispute Resolution Department
Customer Satisfaction is our #1 goal at **********************; in alignment with this goal, we have completed an investigation into Mr. ******** claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
After researching Mr.******** complaint, I was able to determine he placed his order through our website on 09/29/2024 for the LaCrosse Alphaburly Pro 18" 1600 Gram Insulated Rubber Boots First Lite ******* Men's 11 D. This product was sent to him directly from the supplier and we must follow their return policy. ******** does not cover shipping charges for incorrectly ordered boots.
Customer satisfaction is our #1 goal, and we are very sorry Mr. ******** boots did not work for him. We issued him a refund for the amount of $253.93 to cover the cost of the returned boots, but due to policy we would not be able to refund for shipping charges.
****** ********
Customer Service Manager
**********************
*******************************************
******************
Email: ************************************Initial Complaint
10/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I never received my item ordered on September 24th for $23.69. They apparently sent it without tracking over same day and have not received anything. It was shipped through **** as a "package" so I should have had it at least show up under informed delivery and nothing. I chatted with them and was told I would have to wait almost a month to file a claim for the loss of it and THEN they will TRY to rectify it.Business response
10/15/2024
October 15, 2024
RE: Complaint ID: ********; ***** *********
Attention: BBB Dispute Resolution Department
Customer Satisfaction is our #1 goal at **********************; in alignment with this goal, we have completed an investigation into Mr. ********** claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
After researching Mr.********** complaint, I was able to determine he placed his order through our website on 09/24/2024 using economy shipping. We sent this package out on the truck later the same day vis **** 1st Class Mail. Unfortunately, we do not have tracking updates for 1st Class Mail packages, so we must allow them time to deliver the package. If Mr. ********** package does not arrive,we would be happy to offer a refund or a replacement.
Customer satisfaction is our #1 goal, and we are very sorry Mr. ********** package did not get delivered as quickly as he expected, but if his package does not arrive we would be happy to get it replaced.
****** ********
Customer Service Manager
**********************
*******************************************
******************
Email: ************************************Customer response
10/16/2024
Complaint: 22396830
I have reviewed the business' response and am rejecting it because: How long am I suppose to wait for the package before I get a refund or replacement, and over a month which is what I was told the last time is not acceptable? This is over 3 weeks. It doesn't take 3 weeks including 2 hurricanes to get a package from the Northern part of the country to *******. Even your website states at most 7 business days, we're on 16 business days. Every time I speak with you I'm told to just keep waiting it MIGHT show up still.
Sincerely,
***** *********Business response
10/24/2024
October 24, 2024
RE: Complaint ID: ********; ***** *********
Attention: BBB Dispute Resolution Department
Customer Satisfaction is our #1 goal at **********************; in alignment with this goal, we have completed an investigation into Mr. ********** claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
After researching Mr.********** complaint, I was able to determine he placed his order through our website on 09/24/2024 using economy shipping. We sent this package out on the truck later the same day vis **** 1st Class Mail. Unfortunately, we do not have tracking updates for 1st Class Mail packages, so we must allow them time to deliver the package. Since Mr. ********** package has not arrived, I have issued a refund to his card.
Customer satisfaction is our #1 goal, and we are very sorry Mr. ********** package did not get delivered as expected and we have issued him a full refund.
****** ********
Customer Service Manager
**********************
*******************************************
******************
Email: ************************************Initial Complaint
09/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I order parts and in notes put do not use *** they will stel your stuff well they used *** this has hapened multiple times that why i put do not use *** well now told no refund for weeks not my fault i told theam not use *** so now i want refunded nowBusiness response
10/01/2024
October 01, 2024
RE: Complaint ID: ********; ****** ******
Attention: BBB Dispute Resolution Department
Customer Satisfaction is our #1 goal at **********************; in alignment with this goal, we have completed an investigation into Mr. ******* claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
After researching ********** ********** I was able to determine he placed his order through our website on 09/17/2024. During the online checkout process, Mr. ****** chose economy shipping which is a combination service between *** and ****. We do offer the option of upgrading shipping during the checkout process.
Upon reviewing ********** account, I show he contacted us on 09/27 stating his package did arrive but was missing one of the products. On that day we issued him a full refund for the missing item.
Customer satisfaction is our #1 goal, and we are very sorry Mr. ******* package did not go the method he prefers and that his package was delivered damaged, but we have issued a full refund for the missing product.
****** ********
Customer Service Manager
**********************
*******************************************
******************
Email: ************************************Initial Complaint
09/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered ammunition from Midway USA and was sent the incorrect ammunition. I contacted customer service and attempted to get them to exchange it for the correct ammunition and they refused citing company policy on ammunition salesBusiness response
09/09/2024
September 09, 2024
RE: Complaint ID: ********; *************************
Attention: BBB Dispute Resolution Department
Customer Satisfaction is our #1 goal at **********************; in alignment with this goal, we have completed an investigation into **************** claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
After researching *************** complaint, I was able to determine he placed an order on 08/28/2024 through our website for 3 boxes of Hornady American Whitetail 243 Winchester Ammo 100 Grain Hornady Interlock Jacketed Soft Point Box of 20. This order was packaged and shipped via *** Ground later that same day.
On 09/05/2024 *************** contacted us via phone explaining he meant to order 270 Winchester ammunition. During this interaction we explained ammunition is a non-returnable product. We do list the below disclaimer on all ammunition pages of our website:
You must be 21 years or older to order ammunition. Ammunition must ship *** ground. Due to safety considerations and legal/regulatory reasons, Ammunition may not be returned. Please check local laws before ordering. By ordering this Ammunition, you certify you are of legal age and satisfy all federal, state and local legal/regulatory requirements to purchase this Ammunition.
Customer satisfaction is our #1 goal, and we are very sorry **************** has incorrect ammunition, but we are not able to accept it back as a return.
*****************************
Customer Service Manager
**********************
*******************************************
******************
Email: ************************************Initial Complaint
08/16/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I place two orders and on both occasions, they shipped the product to the wrong address. Upon speaking with customer service who are incompetent, they really did not care about the customer issue but rather only with fulfilling orders. I now have over ******* in credit card charges on my credit card while the product is being returned to sender because of wrong addresses.Business response
08/21/2024
August 21, 2024
RE: Complaint ID: ********; ***************************
Attention: BBB Dispute Resolution Department
Customer Satisfaction is our #1 goal at **********************; in alignment with this goal, we have completed an investigation into Mr. ********** claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
After researching Mr.********** ********** I was able to determine there were several orders placed on his account.
Invoice# ******** was placed on 08/15/2024 on our website by the Customer via *** Next Day Air with a tracking number of 1Z6772471394961809. During our online checkout process, the shipping address was incorrectly entered by the Customer. The Customer realized the error and contacted us via phone, but the package had already been shipped and could not be canceled. (Total: $570.81)
Invoice# ******** was placed on 08/16/2024 by a MidwayUSA **************** representative. It was shipped via Next Day air with a tracking number of 1Z6772471394965618. The Customer realized this issue and contacted us back about an hour after the order was placed. Unfortunately, this package had already shipped and could not be canceled. During this conversation, we issued a refund. (Total: $570.81)
Invoice# ******** was a refund issued by our **************** Team. (Total: -$570.81)
Invoice# ******** was placed on 08/16/2024 on our website by the Customer to the correct address. It was shipped via 2nd Day Air with a tracking number of 1Z6772470263972662 and has been delivered to the Customer.
Customer satisfaction is our #1 goal, and we are very sorry ********************** had so many issues with getting his order to the correct address. At this time, both packages with an incorrect address have been returned to us. He was issued a full refund for one package on 08/16/2024. He has since completed a chargeback with his card holder for the additional amount of $570.81 because of this we are not able to issue him any additional refunds.
*****************************
**************** Manager
**********************
********************************************br>******************
Email: ************************************Initial Complaint
07/29/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a spring kit totaling almost 20 dollars shipping and all, on the 13th, and it was supposed to take a few days. After a a day or so I thought I would check my order and see what information I could find out. On there webpage it said the items where shipped and it was processing, which is a contradiction, so I emailed them and asked which one it was. I was told it was shipped and if I did not get it by the 25th let them know. They also could not provide any tracking information on this order, ***** is the 29th and I still do not have the order, so I emailed them again and was told I would have to wait until the 9th before they could do anything? I expressed my anger and asked them what the h*** kind of business are they running, they want me to wait nearly a month for a part thats a 6 hour drive from my house and they ship things with no tracking numbers??Business response
08/05/2024
August 05, 2024
RE: Complaint ID: ********; Major ********
Attention: BBB Dispute Resolution Department
Customer Satisfaction is our #1 goal at **********************; in alignment with this goal, we have completed an investigation into ******************** claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
After researching ******************* complaint, I was able to determine he placed his order on 07/13/2024 for an Armaspec Spare Parts Kit AR 15, LR-308 - Spare Spring and Detent. It was packaged and shipped out on 07/16/2024 vis **** 1st Class Mail with a tentative expected delivery date of 07/13/2024. 1st Class Mail is **** most economical shipping method, and we are not provided any tracking information. We reached out to ******************** on 08/02/2024 asking if his package has been delivered and have not received a response with our requested information.
Customer satisfaction is our #1 goal, and we would be happy to assist ******************** with a replacement or refund, but we would need him to respond to our messages with the information we have requested.
*****************************
Customer Service Manager
**********************
*******************************************
******************
Email: ************************************Customer response
08/06/2024
Complaint: 22061588
I have reviewed the business' response and am rejecting it because:
thats a **** lie, attached is the email I responded to as soon as I got it, you claim customer service is number 1, but you are full of number 2! You have wasted so much of my time with this nonsense, over a 20 dollar order. I specifically requested an email, 4 days again and I have not heard anything back.
Sincerely,
Major ********Customer response
08/07/2024
I have received nothing, and I have told midway usa, in emails and calls and chats when I tried to solve this before the BBB. They have stalled and flat out lied. A perfect example is the last comment they made about me not answering. They must be a democrat company, lie and cover up and try not to do the right thing. Ive notified my mail carrier of the situation, if they ever receive anything they will return it to sender.Business response
08/21/2024
August 21, 2024
RE: Complaint ID: ********; Major ********
Attention: BBB Dispute Resolution Department
Customer Satisfaction is our #1 goal at **********************; in alignment with this goal, we have completed an investigation into ******************** claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
After researching ******************* complaint, I was able to determine he placed his order on 07/13/2024 for an Armaspec Spare Parts Kit AR 15, LR-308 - Spare Spring and Detent. It was packaged and shipped out on 07/16/2024 vis **** 1st Class Mail with a tentative expected delivery date of 07/13/2024. 1st Class Mail is **** most economical shipping method, and we are not provided any tracking information. We reached out to ******************** on 08/02/2024 asking if his package has been delivered and requested, he confirm his shipping address. ******************** did not respond with the requested information.
This package has now been received back from **** as a return to sender with the notes unable to forward. We have issued a refund to the Customer for the product.
Customer satisfaction is our #1 goal, and we would be happy to assist, but we must follow all processes to ensure we properly assist Customers. The Customer has now been issued a refund for his product.
*****************************
Customer Service Manager
**********************
*******************************************
******************
Email: ************************************Customer response
08/21/2024
Once again you lied, I did respond and I added it to this conversation, I requested a refund, and I never heard back until today, and like I said I told the post office to refuse the package. So you have done absolutely nothing but drag your feet, it took over a month to get this item, then a few days to get it back to you, and like I said from the very beginning I never got this item. Midway USA is a horrible company..Initial Complaint
07/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a new product from MidwayUSA and received a product with both factory seals broken and a used product inside the package. I reported the issue the same day and shipped the product back. I was not issued a refund despite contacting customer service again.Business response
07/15/2024
July 12, 2024
RE: Complaint ID: ********; ****** *******
Attention: BBB Dispute Resolution Department
Customer Satisfaction is our #1 goal at **********************; in alignment with this goal, we have completed an investigation into Mr. ******** claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
After researching Mr.******** ********** I was able to determine he placed his order on 07/10/2024 for the ********* AR-15 A3 Pistol Upper Receiver Assembly 300 AAC Blackout 7.5" Barrel 7" M-LOK Ultralight Handguard. He returned it to us and we processed on 07/15/2024 for a full refund in the amount of $308.50.
Customer satisfaction is our #1 goal, and we are very sorry to Mr. ******* was not satisfied with his product, but we issued him a full refund and would not be able to offer anything further.
****** ********
Customer Service Manager
**********************
*******************************************
******************
Email: ************************************Customer response
07/16/2024
Complaint: 21986078
I am rejecting this response because: the refund was not issued on my account as I checked my account 7/15/24 4 pm CDT.
Sincerely,
****** *******Customer response
07/16/2024
Credit still not issue 7/16/24 4 pm CDTCustomer response
07/18/2024
I have not received a credit on my credit card account despite ********************** reporting to the BBB a credit was issued.Business response
07/23/2024
July 23, 2024
RE: Complaint ID: ********; ****** *******
Attention: BBB Dispute Resolution Department
Customer Satisfaction is our #1 goal at **********************; in alignment with this goal, we have completed an investigation into Mr. ******** claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
After researching Mr.******** ********** I was able to determine he placed his order on 07/10/2024 for the ********* AR-15 A3 Pistol Upper Receiver Assembly 300 AAC Blackout 7.5" Barrel 7" M-LOK Ultralight Handguard. He returned it to us. We are very sorry Mr. ******* did not receive his product in the condition he was expecting. We received this product back and processed the return on 07/15/2024 for a full refund in the amount of $308.50.
Customer satisfaction is our #1 goal, and we are very sorry to Mr. ******* was not satisfied with his product, but we issued him a full refund and would not be able to offer anything further.
****** ********
Customer Service Manager
**********************
*******************************************
******************
Email: ************************************Initial Complaint
07/13/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On July 12th I discovered a link to Midway *** that was selling 9mm FMJ ammunition at .12 a round which equaled $6.49 per box of 50. The store page made no announcement or mention of box limits, and there were none set by the page. I placed two orders in the next hour, one for 60 boxes, totaling $389.40 and $49.40 for shipping and handling and another after a short conversation with my spouse for an additional 30 boxes for a total of $194.70 and $30.95 S&H, for a grand total between the two orders of $664.45. About twelve hours later I received an email from Midway USA stating there was supposed to be a box limit of three per customer at that price and that they would ship the 3 boxes and be refunded the remainder of the order.I replied to the customer service email stating I did not want a refund and wanted the goods I purchased in full. I then received two more emails over the next hour, the first to state they had completely cancelled both of my orders, and the second was a marketing email stating the item I had previously purchased was "now in stock" at a much high price of over DOUBLE at ***** per box of 50.I have not received a refund nor the goods I purchased and after exchanging SEVERAL emails with customer service attempting to compel then to fulfill my order they continue to refuse to. This company has a history of doing these scam sales, then cancelling the orders in order to resell the same products at a much higher price.On July 4th, Midway USA offered a sitewide 40% off coupon, however a short time after they decided that certain items didn't fall under said sale, and subsequently cancelled the orders so they could jack up the prices and sell the same products.This company continuously commits fraud, false advertising and price gouging upon their customers several times a year.Business response
07/19/2024
July 18, 2024
RE: Complaint ID: *******; ***************************
Attention: BBB Dispute Resolution Department
Customer Satisfaction is our #1 goal at **********************; in alignment with this goal, we have completed an investigation into Mr. ******** claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
After researching Mr.******** complaint, we were able to determine he placed multiple orders with us for a total of quantity 90 Winchester Target & Practice 9mm Luger Ammo 115 Grain Full Metal Jacket Box of 50 Bulk. We are very sorry we were forced to cancel any quantity over our limit of 3 and can understand his frustration with this change to his order.
We never intend to dissatisfy a Customer, but on occasion we do make mistakes. Outlined on our website are our Terms of Sale which includes the following:
We attempt to be as accurate as possible and to eliminate errors on the Site; however, we do not represent or warrant that any product, service, description, photograph,pricing or other information is accurate, complete, reliable, current or error-free. In the event of an error, whether on the Site, in an order confirmation, in processing an order, when delivering a product or service or otherwise, we reserve the right to correct such error and revise your order accordingly (including charging the correct price) or to cancel the order and refund any amount charged. Your sole remedy in the event of an error is to cancel your order and obtain a refund.
Customer Satisfaction is our #1 goal, and we would like to again apologize to ****************** for the inconvenience, but unfortunately, we are unable to order additional ammunition at the sale price.
*****************************
Customer Service Manager
**********************
*****************************************************************************
Email: ************************************Customer response
07/19/2024
Complaint: 21986037
I am rejecting this response because:
Not listing or setting box limits on the in store page is no excuse for price gouging. This issue will not be resolved until the order is fulfilled at the original agreed upon price. You can't sell an item for 5 dollars, take money for said goods, and then decide after the sale is complete that it's actually 20 dollars. If any other business attempted this sort of grift in person there would be criminal charges in place.Midway USA took my money at the price they set for the items I purchased, that makes those items, the 90 boxes I paid for my property. Midway still hasn't refunded my money and are now attempting to resell at over double the price.
Midway claimed they were going to ship the box limit of three, and refund the rest of my money, despite my explanation that I wanted what I paid for, not a refund. Midway then instead completely cancelled my orders then relisted the same product at over double the price. This is literally price gouging and this company has an extensive history of pulling this type of scam upon its customers.
Initial Complaint
07/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I am writing to file a complaint against Midway USA regarding a purchase I made online on June 11, 2024. Upon receiving the item a week later, I noticed that it did not appear to be in brand new condition, as there were visible markings and smears that suggested possible heat damage.I submitted a return request to Midway ***, adhering to their return policy. I was provided with a return shipping label, which I used to return the item on June 28, 2024. On July 5, 2024, I received an email from ***** at Midway ***, notifying me that they had received the returned item. However, ***** stated that during the return processing, they found that the product did not comply with their return policy, specifically mentioning that "the void if tampered with sticker has been altered," thus rendering the product ineligible for return.Seeking further clarification, I called Midway USA and spoke with *****. During this conversation, he accused me of tampering with the item and refused to let me speak to his supervisor, asserting, "this ends with me. You go no further." ***** was incredibly rude and unhelpful. He not only refused to refund my money or offer store credit but also denied me the opportunity to escalate the issue ********** a result, I am now out of the $424.99 I paid for the item and have nothing in return. I believe this treatment is unjust and unacceptable. I demand that Midway USA provide me with the refund I am entitled to for my order.Business response
07/12/2024
July 12, 2024
RE: Complaint ID: ********; ***** ******
Attention: BBB Dispute Resolution Department
Customer Satisfaction is our #1 goal at **********************; in alignment with this goal, we have completed an investigation into Mr. ******* claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
After researching ********** complaint, I was able to determine he returned the Trijicon RMRcc Reflex Red Dot Sight Adjustable LED 3.25 MOA Red Dot Matte Black. We received this product in a used condition with the void warranty sticker removed. We are currently waiting for Mr. ****** to confirm the serial number of the red dot he has received. Once we have this information, we will be able to confirm if it was previously returned. If that is the case, we will gladly issue him a refund.
Customer satisfaction is our #1 goal, and we would be happy to process a return for ********* once we have confirmed the serial number of the product he has received.
****** ********
Customer Service Manager
**********************
***********************************************************************************
Email: ************************************Customer response
07/15/2024
Complaint: 21949749
I am rejecting this response because:
I do not have the item as it was never returned to me. Therefore, Midway USA should look through their records to find the serial number of the item they sent me, or locate the item still in their possession to retrieve the serial number they are requesting.
Sincerely,
***** ******Business response
07/18/2024
July 12, 2024
RE: Complaint ID: ********; ***** ******
Attention: BBB Dispute Resolution Department
Customer Satisfaction is our #1 goal at **********************; in alignment with this goal, we have completed an investigation into Mr. ******* claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
After researching ********** complaint, I was able to determine he returned the Trijicon RMRcc Reflex Red Dot Sight Adjustable LED 3.25 MOA Red Dot Matte Black. We received this product in a used condition with the void warranty sticker removed. We are currently waiting for Mr. ****** to confirm the serial number of the red dot he has received. Once we have this information, we will be able to confirm if it was previously returned. If that is the case, we will gladly issue him a refund.
Customer satisfaction is our #1 goal, and we would be happy to process a return for ********* once we have confirmed the serial number of the product he has received.
****** ********
Customer Service Manager
**********************
***********************************************************************************
Email: ************************************Customer response
07/18/2024
Complaint: 21949749
I am rejecting this response because:
As I previously mentioned, the purchase I made on June 11, 2024, was received in the condition in which I returned it to Midway ***. Upon receiving the item, I noticed that it did not appear to be in brand new condition, as there were visible signs of damage. That is why I sent the item back to them. I promptly submitted a return request to Midway ***, adhering to their return policy. I was provided with a return shipping label, which I used to return the item on June 28, 2024.Midway USA is requesting me to provide them information, in which I do not have access to. If I had the item in my possession, I would be able to provide the requested serial number. However, I do not have the item as it was never returned to me. I received no correspondence or notification that the item was indeed returned to me. Therefore, Midway USA should look through their records to find the serial number of the item they sent me or locate the item they did not send back to me to retrieve the serial number they are requesting. I do not believe Midway USA can provide proof that the item was sent back to me and delivered/received.
As a result, I am now out of the $424.99 I paid for the item and have nothing in return. I believe this treatment is unjust and unacceptable. I demand that Midway USA provide me with the refund I am entitled to for my order.
Business response
07/23/2024
July 23, 2024
RE: Complaint ID: ********; ***** ******
Attention: BBB Dispute Resolution Department
Customer Satisfaction is our #1 goal at **********************; in alignment with this goal, we have completed an investigation into Mr. ******* claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
After researching ********** complaint, I was able to determine he returned the Trijicon RMRcc Reflex Red Dot Sight Adjustable LED 3.25 MOA Red Dot Matte Black. We received this product in a used condition with the void warranty sticker removed. After discovering the product violated our return policy, we returned it back to the Customer with a tracking number of ******************* I have verified this package has been delivered back to Mr. ******* MidwayUSA has investigated this incident,and we require Mr. ****** to provide us with the serial number of the *********** Savage has refused to do this and has since completed a chargeback with his card holder.
Customer satisfaction is our #1 goal, and we would be happy to process a return for full refund if a product is sent in a less than desirable condition. However, ********* has not cooperated with our investigation process and has made a chargeback with his card company. At this time, there is nothing further we would be able to offer.
****** ********
Customer Service Manager
**********************
***********************************************
Email: **************************************************************
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Customer Complaints Summary
53 total complaints in the last 3 years.
27 complaints closed in the last 12 months.