ComplaintsforMidwayUSA

• Initial Complaint

  05/31/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased $120 worth of product at noon and upon getting my mail this package was listed for $100 in a mailed advertisement on the same day. I would like them to refund the difference as it was a same day purchase of the advertisement for a lower price. This is approximately $20.

  Customer response

  06/01/2022

  They refunded me the difference in price.

  Customer response

  06/01/2022

  They refunded me the difference in price.

  
  

• Initial Complaint

  04/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Transaction Date/Time: 4-10-2022 8:49pm EST Purchase Information: I completed all the required information (name, address, credit card information) for an online purchase of "Under Armor Tactical Micro G Valsetz 8 - Coyote Men's 13 D" boots for the purchase price of $67.52. The purchase was submitted and I received a response that the purchase was declined because Midway USA was unable to gain credit card authorization. However, I had used this card to purchase items at Midway USA previously, and instead of allowing me to check/fix the card information, the purchase price was immediately increased to $135. Also, I received an email from my bank advising that my account had been charged, so Midway USA had access to charge my VISA card and appeared to have done so before cancelling the transaction. I emailed Midway USA customer service about the issue and they have refused to make the problem correct. It appears as if Midway USA is using false advertising by putting items on the website at a low price, then immediately raising the price when a customer attempts to purchase it. Midway USA customer service said the "sale had ended," which is why the price doubled. However, I have never seen a sale end at 8:49 pm on a Sunday and immediately after the customer attempted to purchase an item. This "bait and switch" tactic is deceptive towards customers, at best!

  

  Business response

  04/19/2022

  
  April 19, 2022
  
  RE: Complaint ID: ********; **** *****
  
  Attention: BBB Dispute Resolution Department
  
  Customer Satisfaction is our #1 goal at MidwayUSA; 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 did attempt to place an order for both the Aguila Super Extra High Velocity Ammunition 22 Long Rifle 40 Grain Plated Lead Round Nose Box of 50 (2) and the Under Armour Tactical UA Micro G Valsetz 8" Tactical Boots Nylon/Leather Coyote Men's 13 D. At the time of Mr. *****’ purchase, the Under Armour Tactical Boots were advertised as a clearance price. We attempted to gain authorization for Mr. *****’ card but were unable to, because of this the order was canceled. We attempted to reach out to Mr. *****’ on 04/11 to extend the clearance price and complete the order. At this time, we have not received a response.
  
  Customer satisfaction is our #1 goal, so we attempted to reach out to Mr. *****’ to complete his order for the clearance price. At this time, there is nothing further we are able to offer.
  
  
  ****** ******** ******** ******* ******* ********* **** * *** **** ****** ** ********* ** ***** ****** ***********************

  Customer response

  04/20/2022

  Complaint: ********
  
  I am rejecting this response because: Midway USA did respond to my emails on 4/11/2022 about the transaction, but they did NOT offer to complete the transaction at the sale price. In fact, they flat out refused to complete the transaction at the sale price because the sale had allegedly ended. I have attached a screen shot of the emails I received from Midway USA customer service and they NEVER offered to complete the sale at the advertised price. Their response to my BBB complaint has been completely dishonest and they have NOT offered to complete the transaction at the sales price at any time. 

  
  

  At this point, I have no desire to complete any transaction with Midway USA due to their dishonesty on this complaint. I will be purchasing the boots elsewhere, but I want their fraudulent business practices to be documented so other customers will not be deceived by Midway USA. Midway USA was given multiple opportunities to fix their errors and make this right, but have not done so, regretfully.
  

  
  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a product that was on sale. 8 days after I ordered the product they canceled my order stating that it was no longer available. 2 days later it was still on their website at a much higher price. After I complained the product was taken down altogether. Basically, it seems to me that they refused to honor their sale price and attempting a bait and switch tactic. For a car dealer this tactic is common, for a firearms dealer, this is unheard of.

  

  Business response

  03/31/2022

  March 31, 2022
  
  RE: Complaint ID: ********* ****** ****** **
  
  Attention: BBB Dispute Resolution Department
  
  Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal, we have completed an investigation into Mr. ******’s claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
  
  After researching Mr. ******’s complaint, I was unable to determine he did place an order for the Sig Sauer ******* Red Laser Grip Module Assembly Sig P320, P250 9mm Luger, 357 Sig, 40 S&W Compact Medium Black. We, unfortunately, found a problem with our inventory level and had to cancel Mr. ******’s order.
  
  We realize that mistakes do happen, so we do post on each product page the following, “NOTE: Prices, specifications and availability are subject to change without notice. We reserve the right to correct typographic, photographic and/or descriptive errors.” We also have the following in our online Terms of Sale, “A product appearing on the Site does not guarantee that product’s stock or availability. In some cases, we may have to cancel a placed order when we determine a product is no longer available.”
  
  Customer satisfaction is our #1 goal. Mr. ****** did place an order for the grip module, but unfortunately, we no longer offer the product and do not plan to offer it again in the future. Currently, there is nothing further we would be able to offer Mr. ******
  
  
  ****** ******** ******** ******* ******* ********* **** * *** **** ****** ** ********* ** ***** ****** ***********************
  

  Customer response

  04/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me, however, the business contacted me directly and offered a different solution that was satisfactory to me.
  
  Sincerely,
  
  ****** ****** **

• Initial Complaint

  03/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a Timney Competition AR-15 drop in trigger and paid $220 for it after tax and shipping. I received a trigger which had clearly been installed and test fired in a different gun (adhesive on the tuning adjustment, signs of wear on the hammer and spring, torn package, no Timney sticker). When I called to ask what was going on, I was told my situation was unusual, but “sometimes this happens,” and that my options were to return the trigger for a refund, or return it for a swap. Against my better judgment I decided to let them keep my money and swapped the trigger. I did ask for expedited or first class shipping on the second trigger, which seemed reasonable enough seeing as they tried to pawn a used part off as new on me, and my request was denied. Fine, whatever, gun parts can be hard to find right now and I really just wanted to be done with this whole process. Fast forward a couple weeks, and the post office has lost the second trigger and says MidwayUSA has to initiate the process to declare the package as lost. Their policy is to wait 17 days after the last shipment update to do this, so as to avoid customers receiving multiple items for the price of one, and there is nothing anyone can do in the mean time. Since they are such sticklers for policy, it is safe to assume, “Don’t screw the customer,” is not one of their policies. It’s already been 23 days since I initially placed my order, now I’m looking at another 11 days just to start this process over again? Ridiculous. To top all of this off, one of the reps audibly said “he just wants to *****” to someone in the background while I was explaining my situation to them. I came in a little hot on my end so I’m not taking it personally. To clarify, what I actually want is not to *****, but is in fact a drop in trigger for my AR-15. PS if you confirm this on the QA recording, do me a solid and don’t fire or get them disgruntled over it, they’ve got my address and also own guns. Just kidding, but seriously.

  

  Business response

  03/23/2022

  
  March 23, 2022
  
  RE: Complaint ID: ********; ****** ******
  
  Attention: BBB Dispute Resolution Department
  
  Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal, we have completed an investigation into Mr. ******’s claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
  
  After researching Mr. ******’s complaint, I was unable to determine he did place an order for the Timney Trigger Group AR-15 4 lb Single Stage Curved on 2/20/2022 which was returned for an exchange which was processed on 03/04/2022. I am very sorry to hear the replacement trigger was never delivered. I have sent Mr. ****** a replacement trigger at no charge via UPS 2nd Day Air.
  
  Customer Satisfaction is our #1 policy, and I am very sorry Mr. ****** had so much trouble receiving the trigger he purchased, but I hope he is satisfied with our resolution.
  
  ****** ******** ******** ******* ******* ********* **** * *** **** ****** ** ********* ** ***** ****** ***********************

• Initial Complaint

  03/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Midway advertised an ALPS backpack for $108.00 retail $199. I searched for weeks before deciding to buy this one. I have plans for next weekend to use it. I got a cancellation the following night stating it was discontinued. I checked the APLS site, and it is not discontinued. I connected to Midway chat due to them not giving a phone number to reach them. The two people i spoke to were rigid and would not consider a comparable replacement saying they could not offer one at the same $108 price. I asked for a manager who was even more rigid. I just purchased over $5000 worth of guns and merchandise yet these, "Customer service" people had not intention on trying to maintain a loyal paying customer. My business with Midway is done unless I'm desperate but I have many places to buy. I have a long reach within the hunting community here in Connecticut, Montana and Alaska where I hunt and was raised in. How dare a company who send out a letter saying they grew during the pandemic and are expanding asking customers to be understanding in delays go ahead and treat me like a red headed stepchild. There's an old saying, be nice to the people on the way up because you're going to meet the same people on the way down, Midway you will see yourselves going down, KARMA baby. Give me a comparable backpack at $108, I will go through the legal channels and cause you many headaches and sorrow. Attached is the purchase from midway, the cancellation from midway and the current availability from ALP.

  

  Business response

  03/18/2022

  March 18, 2022
  
  RE: Complaint ID: ********; ****** ********
  
  Attention: BBB Dispute Resolution Department
  
  Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal, we have completed an investigation into Mr. ********’s claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
  
  After researching Mr. ********’s complaint, I was able to determine his order was placed for an ALPS Outdoorz Traverse EPS Backpack Realtree Xtra Camo at a clearance price of $108.00. When our Logistics Employee went to fill Mr. ********’s order, it was realized we did not have the product to complete the order. Due to this, the order was canceled. We realize that ALPS has not discontinued this product. However, at this time it has been discontinued by MidwayUSA. Our plan to discontinue this product is why it was on a clearance price.
  
  We realize that mistakes do happen, so we do post on each product page the following, “NOTE: Prices, specifications and availability are subject to change without notice. We reserve the right to correct typographic, photographic and/or descriptive errors.” We also have the following in our online Terms of Sale, “A product appearing on the Site does not guarantee that product’s stock or availability. In some cases, we may have to cancel a placed order when we determine a product is no longer available.”
  
  Customer satisfaction is our #1 goal. Mr. ******** did place an order for the ALPS backpack, but unfortunately, we no longer offer the product and do not plan to offer it again in the future. Currently, there is nothing further we would be able to offer Mr. ********.
  
  
  ****** ******** ******** ******* ******* ********* **** * *** **** ****** ** ********* ** ***** ****** ***********************

• Initial Complaint

  01/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Place an order for a Haz Mat item, reloading powder. I gave the wrong zip code. I call CS not 15 minutes later to change the zip code. Was told I could not cancel or change the zip code. The CS agent said it was shipped. No way Midway. No even in your wildest dreams. So now I have to wait for it to be delivered (hopefully) or will have to wait some unknown time frame before it is returned to them before I get a refund. And that will mean losing the products I have been waiting months to be available.

  

  Business response

  02/03/2022

  
  February 03, 2022
  
  RE: Complaint ID: ********; ****** **********
  
  Attention: BBB Dispute Resolution Department
  
  Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal, we have completed an investigation into Mr. **********’s claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
  
  After researching Mr. **********’s complaint, I was able to determine his order was created online on 01/26/2022 and was placed on the shipping truck later the same day. Due to the large variety of products we sell, many of which are restricted, once an order has been shipped, we are no longer able to make any changes to the shipping address.
  
  When Mr. ********** called our Customer Service line, our Customer Service Representative offered to intercept the package. However, Mr. ********** declined this offer because he did not want to pay the intercept fee.
  
  Customer satisfaction is our #1 goal. Mr. ********** reached out to us, but his order had already shipped, so we were unable to make any change to the shipping address and he declined a package intercept. Unfortunately, at this time there is nothing further we would be able to offer him.
  
  
  ****** ******** ******** ******* ******* ********* **** * *** **** ****** ** ********* ** ***** ****** ***********************
  

  Customer response

  02/03/2022

  Complaint: ********
  
  I am rejecting this response because:  As I stated, I called 15 minutes after placing the order. No way the items were pulled from stock and “shipped” in 15 minutes.  It’s funny that it shipped, but UPS has no tracking information for 2 days or more.  When a label is created it’s in UPS’ system in hours every time I have shipped with them  The ability of this company to service its customers is laughable.  It’s nice that midway tells  one side of the story.  I’m done buying any HAZ MAT items from them.  It’s just plain inconvenient for them to cancel or change a zip code on HAZ MAT item. So they mark it as shipped. But what’s funny is I had 2 other items in that shipment I could have cancelled. And the ability to cancel them was available for at least 4 hours. It’s strange that they arrived in the same box. Midway, how about explaining that. 
  
  
  
  Sincerely,
  
  ****** **********

  

  Business response

  02/14/2022

  February 14, 2022

  RE: Complaint ID: ********; ****** **********

  Attention: BBB Dispute Resolution Department

  Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal, we have completed an investigation into Mr. **********’s claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.

  After researching Mr. **********’s complaint, I was able to determine his order was created online on 01/26/2022 and was placed on the shipping truck later the same day. We pre-sort our packages, so they do not always receive a scan until delivered to the first UPS hub. Due to the large variety of products we sell, many of which are restricted, once an order has been shipped, we are no longer able to make any changes to the shipping address.

  When Mr. ********** called our Customer Service line, our Customer Service Representative offered to intercept the package. However, Mr. ********** declined this offer because he did not want to pay the intercept fee.

  Customer satisfaction is our #1 goal. Mr. ********** reached out to us, but his order had already shipped, so we were unable to make any change to the shipping address and he declined a package intercept. Unfortunately, at this time there is nothing further we would be able to offer him.

  ****** ******** ******** ******* ******* ********* **** * *** **** ****** ** ********* ** ***** ****** ***********************

  Customer response

  02/15/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  While they say it shipped, it didn’t. Not in 15 minutes. While I could not cancel the Haz mat portion of the shipment, I could still cancel the non Haz mat items up to 4 hours later. Funny how they all came in the same box. Midway has never shipped anything in 15 minutes.  Why pay for the shipment to be intercepted when it did not leave there shipping center in that 15 minutes. I feel they do this “it’s shipped” because the Haz mat part requires extra paperwork. If no way to change the shipping info or stop the shipment is a large failing on their part. While they want to provide great customer service, this last episode tells me I’m not all that valued.  I may given the wrong zip code, USPS got it right. I have been a customer of midway for many years. I will now find a different supplier for my needs. Midway thanks for the stress you put my through. I’m already spreading who your treated my to everyone I can. 
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered four boxes of .308 Lapua Scenar ammunition from Midway USA, which arrived packed so the boxes were sitting against the shipping box with air bags above it. No damage to the shipping box was observed. All four boxes have half round seals on the flaps which are supposed to tear through perforations to open the boxes. All four boxes had both sides of the lids opened and the corners of the lids torn. Two perforated circles were torn completely around, proving they were opened prior to shipping (photo included). The inner ammuntion cardboard holders had end flaps torn off, more evidence of someone opening the boxes. The inner ammo holder were torn through showing someone had pulled ammunition out. Called *** and asked him if he would investigate why they shipped me opened boxes. I was asked to provide photos which I did. Isabella replied to this long email with 12 photos with (paraphrased), "..I'm sorry... let us know if rounds are missing... I apologize". Obviously, a patronizing reply designed to end the complaint. Called ***** (female) "escalation team" and explained that *** asked me for all these photos. She could have cared less. I wasted my morning notifying them of this. They asked me to provide photos and then gave me two sentence email replies patronizing me with no intentions of investigating this as *** said they would. Over and over, this female ***** kept saying I could not return the ammunition, being all she cared about evidently. Not once today, did I ask to return the ammunition. Not with ***, nor with Isabella, nor with this woman *****. This company could care less what they are shipping out. Someone in their warehouse is ripping open ammunition. They are ripping the lids open and ripping the inner holders off so they can get to the ammunition and these women could care less. How does Midway have an A+ rating. Lies and a waste of time.

  

  Business response

  01/06/2022

  January 6, 2022
  
  RE: Complaint ID: ********; **** ******
  
  Attention: BBB Dispute Resolution Department
  
  Cus***er Satisfaction is our #1 goal at MidwayUSA; in alignment, with this goal, we have completed an investigation into Mr. ******’s claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
  
  First, we are sorry to hear Mr. ****** is unhappy with the responses that he received from our Cus***er Service Department and the condition his order arrived to him. MidwayUSA prides itself on excellent Cus***er Service and we never intended to deprive Mr. ****** of this Cus***er Service. Therefore, we apologize for any inconvenience he may have experienced.
  
  Second, after researching Mr. ******’s complaint, I have issued a refund for the shipping he paid on this order. Ammunition is a non-returnable item, and we would not have shipped returned ammunition out to Mr. ******. We had asked Mr. ****** to provide us with an estimated count on how many rounds he had missing or damaged so we could compensate him for those rounds.
  
  Cus***er Satisfaction is our #1 goal at MidwayUSA, and we are always willing to do what we can to help a Cus***er. I am sorry to hear that Mr. ******’s original package arrived to him with these damages, and we have passed this information along to the correct departments. I hope that I have resolved this issue to his satisfaction.
  
  
  Sincerely,
  
  
  
  ******* *******
  Cus***er Support Supervisor
  MidwayUSA
  **** * ***** * ********** ** ***** ****** **********************

  Customer response

  01/07/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  I attempted to work this out with Midway USA over the phone and they refused so this response means nothing.  This is the definition of not caring about your cus***er and the definition of putting cus***er service last.  The statements in this response from the company are required and mean nothing becuase they refused to work with me over the phone and now they respond like this.

  
  

  Comments they made over the phone such as, "we make sure ammunition is new and in good condition when we pick it". and the response comment like, "Cus***er service is our number one goal" are simply opposite of reality and what is currently being done by the company.  The websters dictionary definition of this behavior is called, "lying".

  
  

  No, it's not possible that Midway USA is making sure the ammunition is new and in good condition when packing it if all of the boxes were forcibly opened and torn apart prior to packing it.  No, cus***er service is not their number one priority if I had to force *** to start an investigation as to why they are shipping out ammunition is ripped open boxes, sitting loose in what used to be an organized carrier inside the box and then calling it new on their website.

  
  

  The entire process was simply patronizing to get me to move on.

  
  

  ***, the initial operator apologized over and over and got mad when I pointed out that he and the company didn't really care, becuase apologies in business transactions are inappropriate, unwanted and irrelevant.  Either they are honoring the business agreement or they aren't.  *** finally agreed to have the company look into why the ammo was in this condition, implying that while he was on hold a supervisor was directing this action, so I wasted my morning taking photos of the condition of the ammo and emailing that in.

  
  

  After emailing the photos some woman, Isabella, replied with a patronizing, short, two sentence apology, only commenting on if ammo was damaged or missing.  Obviously, this is patronizing a customer to get them to stop complaining and had nothing to do with my complaint.  I immediately called back and wasted more time explaining the situation to the operator to get another incompetent woman, *****, who was in "escillations" and again was patronizing and refused to deal with my complain, stating over and over again, "we can not accept ammunition returns", which I never asked for but she kept stating this.  

  
  

  The incompetence and patronizing response were maddening and have nothing to do with customer service.

  
  

  The statements made to me over the phone were all the opposite of what they were claiming.  They are simply trying to get away with selling very expensive ammunition in very poor used or seconds condition, making claims that are simply not the truth.... or commonly known as lies.

  
  

  Statements that are simply lies:

  
  

  "Send photos in and we will investigate what happened"

  "We make sure ammunition is in new condition when it is packed"

  "Customer service is our number one priority"

  
  

  If I have to waste my time making a BBB and FTC complaint after the fact, the company has already failed.  Proof of the contempt Midway USA has for this situation is the fact that I found out about the shipping refund while looking at my credit card balance online.  No email, phone call or any other contact was made to me notifying me of this refund.  Only the required statement here in the BBB reply stated that a shipping refund was made.  This is more evidence that they really don't care about this, nor me as a customer, but only making sure the "bleeding" of revenue is prevented by acting like they care here in the BBB complaint.

  
  

  Midway USA sent me used/seconds/destroyed packaged ammo, charging me full retail and very high prices, then patronized me over and over, knowing they would not take the ammo back and knowing that i was suck with this pathetic excuse for new ammunition.  Their indifference and short responses showed little care for the situation.  They demonstrated extreme low character and little to no ethics or responsibility for this transaction.

  
  

  Absolutely pathetic,
  
  **** ******

  

  Business response

  01/07/2022

  
  January 7, 2022
  
  RE: Complaint ID: ********; **** ******
  
  Attention: BBB Dispute Resolution Department
  
  We are sorry to hear that Mr. ****** was not happy with our original response. As a one-time courtesy, MidwayUSA has issued a $25 MidwayUSA Gift Certificate to Mr. ******’s account. If Mr. ****** would like us to send him replacement ammo boxes, we would be happy to do this as well. The replacement ammunition boxes we would send him would be MTM Flip-Top Ammo Box 22-250 Remington, 243 Winchester, 308 Winchester Plastic. If Mr. ****** would like these two replacement boxes sent out to him, he is welcome to call our Customer Service and they would be happy to further assist him and get this issue resolved. We stand behind the response we provided in our initial reply. This offer is above and beyond what would typically be offered as we do not have control over how packages are handled once they leave our facility.
  
  Our goal is to make every reasonable effort to take care of our Customers, and we believe the offer we have made is more than reasonable. If Mr. ****** would have provided us with pictures of missing or damaged rounds and the number missing, we would have been happy to refund him for those as well. We can assure Mr. ****** that this ammunition he received is not used or seconds. Again, we asked for pictures of this ammunition to help better our packaging for future orders. As always, we will continue to review our policies and processes.
  
  
  Sincerely,
  
  
  
  ******* ******* ******** ******* ********** ********* **** * ***** * ********** ** ***** ****** **********************

  Customer response

  01/10/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  This is a joke.  You want to replace Lapua .308 with different calibers!

  
  

  THIS IS WHY YOU NEVER HIRE WOMEN TO RUN A FIREARMS COMPANY!

  
  

  PATHETIC!  KEEP YOUR SHIPPING REFUND!
  
  Sincerely,
  
  **** ******

• Initial Complaint

  12/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order for gun powder and did not realize that they had another item that my husband wanted until after I placed the first order. Email notification received for one at 0140 and the other at 0141. I called as soon as they opened and **** stated that he could not combine shipping cost so I only had to pay the fee once considering the items were coming to the same location. He did not check the orders to see if they were already packaged and or did not want to help to investigate. My husband has bought many items from this company and its unfortunate that they did not provide excellent customer service like they verbalize on their company website.

  

  Business response

  12/13/2021

  December 13, 2021
  
  RE: Complaint ID: ********; ****** ********
  
  Attention: BBB Dispute Resolution Department
  
  Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal, we have completed an investigation into Mrs. ********’s claim. We appreciate the Better Business Bureau (BBB) bringing her complaint to our attention and serving as an independent third party.
  
  First, we are sorry to hear Mrs. ******** is unhappy with the responses that she received from our Customer Service Department. MidwayUSA prides itself on excellent Customer service and we never intended to deprive Mrs. ******** of this Customer Service. Therefore, we apologize for any inconvenience she may have experienced.
  
  Second, we appreciate Mrs. ******** bringing this issue to our attention and it has been documented for training purposes. At the time of Mrs. ********’s contact, her orders had not yet shipped out, but we are unable to modify an order once it has been placed.
  Attached below you will find the disclaimer listed on our website regarding combining orders once they have been placed.
  If you need to make a change to your order, including:
  Adding/removing products
  Modifying your credit card or billing information
  Modifying the shipping address or shipping method
  You will need to cancel your current order and place a new order with the updated information. Please understand, we ship extremely quickly. Depending on the level of orders we are experiencing when you place your order, the cancellation window may only be a few minutes and typically not longer than 15 minutes. Please cancel and reorder as soon as you realize you need to make a change in order to have the best opportunity to catch the order before it ships. Once it ships, your order cannot be canceled.
  
  We have reviewed the phone call between Mrs. ******** and our Customer Service Representative, and we also informed Mrs. ******** of the information listed above. Mrs. ******** stated she did not wish to cancel her orders and would keep the orders shipping separately.
  
  Again, I apologize that Mrs. ******** has been inconvenienced by our policy.
  
  Sincerely,
  
  
  ******* *******
  
  Customer Support Supervisor
  MidwayUSA
  **** * *** **** ****** ** ********* ** ***** ****** **********************

  Customer response

  12/13/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  My order could have been combined to ensure that I was not charged two hazmat fees which totaled $31.98 and a total of $27.65 for shipping.  That is almost $60 in shippings fees that could have been adjusted by if not ** then maybe the manager on duty.  I could have paid for one hazmat and one shipping fee. Again I did not get an email stating that my product was in process to be shipped until I received tracking at 14:37 pm. 

  I paid almost 13$ for a package weighing 2.2lbs????  I understand that you do not have control over what UPS charges for fees but I could have been spared the extra cost if my issue was addressed.

  If customer service is a number 1 priority my issues were not addressed to favor on my side.  And unfortunately the high demand of the powder and extremely low availability did not make me comfortably canceling the order and attempt to "re" order.  ** did not verbalize that he could have held the current order and I could have re-ordered the item.    

  I understand that every company has to have policies/procedures/disclaimers in place but when a problem occurs that could be "fixed" I have a hard time understanding why this request and or a feasible solution was not attempted. 

  Again you can see how many times my husband has purchased from your company and at that time he was asleep and I attempted the order placement for him cause I knew these items was what he has been looking for a long time now.

  If I would have attempted to cancel my order and combined it I am for sure I would not have been able to get product.  Did Midway confirm with the message they reviewed that I stated if I did attempt to re order the powder was already out of stock?

  My issue is I should not have had to pay separate charges for items coming to the same address and I could have been assisted to ensure this did not happen considering the items did not ship yet. 

  I have a hard time believing that they care about their customers and I know they would not expect to get treated in this manner if the same thing happened to them. 

  
  ****** ********

• Initial Complaint

  12/06/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered from Midway Nov 29 2021. Items is bouncing around almost 2 weeks later. Called and was advised I would have 2 wait 15 days from last movement which has put this till Dec 18 2021 before I am eligible for refund. Smart mouth CS rep and this has happened before.

  

  Business response

  12/09/2021

  December 9, 2021
  
  *** ********* *** ********* **** *******
  
  Attention: BBB Dispute Resolution Department
  
  
  Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal, we have completed an investigation into Mr. *******’s claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
  
  First, we are sorry to hear Mr. ******* is unhappy with the responses that he received from our Customer Service Department. MidwayUSA prides itself on excellent Customer service and we never intended to deprive Mr. ******* of this Customer Service. Therefore, we apologize for any inconvenience he may have experienced.
  
  Second, we appreciate Mr. ******* bringing this issue to our attention and it has been documented for training purposes. At the time of Mr. *******’s contact, his order was still showing in transit to his address. When Mr. ******* placed his order, we provided him with an estimated delivery date of December 6, 2021. After reviewing the tracking information this order shipped for free and was delivered to Mr. *******’s address on December 7, 2021.
  
  Again, I apologize that Mr. ******* has been inconvenienced by our reship policy, and hope that I have resolved this issue to his satisfaction.
  
  
  Sincerely,
  
  
  
  ******* ******* ******** ******* ********** ********* **** * *** **** ****** ** ********* ** ***** ****** **********************

• Initial Complaint

  11/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Midway USA advertised a product with pictures on their website titled a Stack Rack. However, the product delivered was a different item with a different design but similar name: Stack Rack II. It appears Midway had the wrong photos and description of the item on their website (it is still listed on their website as the original item - Stack Rack. I made very clear at that time that I wanted to return the incorrect item for a complete return - not a replacement. I ended up phoning Midway multiple times over the next several weeks. When trying to return the item, Midway admitted that I did not receive the correct item, but told me that in order to return the item, I would need to return it myself at my own shipping expense, and that they would refund me the money once received (email attached). I explained that this was illegal under federal law, and that Midway was obligated to incur the cost of return shipping due to it being their shipping error by sending the wrong item. After 6 weeks, they finally made arrangements to have the item picked up by UPS. They then posted a partial refund of $141.36 instead of the full $181.36. Oddly enough, there was another charge on my credit card for $141.36 from Amazon - a charge which was never made by me through Amazon, and which was immediately disputed by me through my credit card company. It appears that after trying to get me to pay for the return shipping upfront (illegal), Midway is now only providing a partial refund following their error of shipping the wrong item, and is likewise attempting to re-charge me for the same item again after providing this partial credit, even though the item was to returned, not exchanged. They are also placing charges on my credit card from alternative vendors for charges that were not approved by me (I never ordered this item on Amazon), which is also an illegal transaction. I am seeking a full refund of my entire $181.36, as the incorrectly shipped item has now been returned.

  

  Business response

  12/01/2021

  December 1, 2021
  
  RE: Complaint ID: ********; ******** ******
  
  Attention: BBB Dispute Resolution Department
  
  
  Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal, we have completed an investigation into Mr. ******’s claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
  
  First, we are sorry to hear Mr. ****** is unhappy with the responses that he originally received from our Customer Service Department. MidwayUSA prides itself on excellent Customer service and we never intended to deprive Mr. ****** of this Customer Service. Therefore, we apologize for any inconvenience he may have experienced.
  
  Second, we appreciate Mr. ****** bringing this issue to our attention and it has been documented for training purposes. The product that Mr. ****** purchased from us was a Drop Ship item that does not directly ship from us, but ships from our Supplier. We had to contact our Supplier and have an RMA created to have the item returned. We have recently refunded Mr. ****** the $40 fee he originally paid on his order. My. ****** has now been refunded the full amount he originally paid.
  
  Again, I apologize that Mr. ****** has been inconvenience by this, and hope that I have resolved this issue to his satisfaction.
  
  
  Sincerely,
  
  
  
  ******* *******
  Customer Support Supervisor
  MidwayUSA
  5875 W Van Horn Tavern Rd
  Columbia, MO 65203
  Email: j*******@midwayusa.com

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩