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
05/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a magazine they listed to fit an ar10. After noticing they had several different mags with the same brand,Round count. I called them to see what the difference was between them all and none of the "representatives" knew the answer. So I called their product manufacturer to ask and said it should be the Manufacturer #: MAG292 not #MAG*** (BOTH ON THEIR SITE SAY THERE 308/762X51. There is a huge difference that midway didnt put in the description the #*** has different SAAMI-specs. Now I ask midway to kindly replace the magazine. Because the order didn't get sent out yet and the price,weight was the same. And told me NO CAN DO. Have to wait for it to be delivered to than start a return. Even though it's STILL not picked u ******* when i asked about a military discount...they laughed in my ear and said NO MILITARY DISCOUNT. The owner thinks everyone should pay the same! Than goes on to tell me how the owner was in the air force.....HOW DOES MILITARY NOT DESERVE A DISCOUNT? NOT EVERYONE SERVED IN THE MILITARY SO WHEN YOU GO TO A SITE THAT SELLS MILITARY ITEMS...THIS WAS A HUUUUUGE SHOCK TO ME. I WILL NEVERRRRRRRR DO BUSINESS AGAIN WITH THEM. AND IM MAKING IT MY MISSION TO LET EVERYONE KNOW THEYRE ANTI-MILITARY!
Business response
05/29/2024
May 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 ****************** 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 did contact us multiple times about the Magpul magazines on an order he already placed. The **************** Representative (CSR) he spoke with the first time did as much research as possible but was not able to answer ****************** questions. He was referred to the Supplier to ensure he received the most accurate technical information possible.
****************** requested the cancellation of the order he placed, but it was too far into processing.The order was created on 05/20 at 8:03 PM and was placed on the shipping truck on 05/21/2024 at 9:58 AM. ****************** cancelation request was made on 05/21/2024 at 10:53 AM. Our CSR explained to ****************** the order was not able to be canceled, but we would be happy to accept a return.
Customer satisfaction is our #1 goal, but after receiving a response, ****************** became very rude towards both of our CSRs, threatened a chargeback of the order, and claimed we do not support the military because we do not offer a military discount. The claim that we do not support the military is completely inaccurate. We would be happy to accept a return on ****************** order if he is not satisfied with the magazines,he purchased but would not be able to offer him anything further.
*****************************
**************** Manager
**********************
***********************************************************************************
Email: ************************************Initial Complaint
05/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 4-24 I ordered a ****** Magazine Tube Extension Remington 870, 1100 Lightweight 20 Gauge Blued for $59.99 plus $5.00 shipping from Midway ***. The part arrived on 5-1 and it was the wrong part. I paid out of pocket to return via *** and on May 3rd they charged another $10 to my credit card for shipping the replacement. The replacement part arrived on 5-15 (we were out of town) and was not only the wrong part again, but was the same wrong part I returned. I called Midway on the 15th and they emailed a shipping label to return the part for a refund but said they would deduct another $10 from my refund for the shipping once the part arrived. I then called the manufacture of the part (******) and was told that "50 of these parts were mispackaged" and I must have received one of them as I ordered the right part from Midway but was sent the wrong part, twice. I contacted MidwayUSA via email on 5-17, explained what the manufacture, ******, had told me and asked for a full refund plus the $10 charged on 5-3. We exchanged several emails, all responses where from someone different. (**********, ************************ and ******) They all refused and said again that they will deduct another shipping charge from my refund once the part is received. I understand this is not Midway's fault, but it is also not mine. If MidwayUSA wants more money for shipping the wrong part, they need to reach out to ****** since the error was on their end.Business response
05/22/2024
May 22, 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 on 04/24/2024 for the ****** Magazine Tube Extension Remington 870, 1100 Lightweight 20 Gauge 2-Round Blued. This was the incorrect product for his shotgun so he returned it for exchange. **************** created the return online for an exchange and when doing so he selected the same product number for the exchange item. When our system processed the return, it followed the instructions it was given. This resulted in **************** receiving the same product.
When **************** contacted us about receiving the same product again, we explained what happened and set up a new RMA for him. **************** returned the product a second time and we issued him a refund for the product. He has also done a chargeback on the original order.
Customer satisfaction is our #1 goal, but **************** received a refund and has completed a chargeback with his card company, because of this there is nothing further we would be able to offer him.
*****************************
Customer Service Manager
**********************
***********************************************************************************
Email: ************************************Customer response
05/28/2024
My wife disputed the charge along with the original charge but we never checked back to see what the outcome was. I just looked and they are correct, the bank refunded the $10 charge from May 3rd and allowed the charge from 4/24 as the refund was processed. We are still out the $5.00 shipping deducted from the refund as well as the out of pocket expense I had returning the first item. Consider this issue resolved and we will cease to do business with Midway ever again.Customer response
05/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
05/04/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Midwayusas website offers you a 10% discount when shopping. You can apply this successfully to your cart, but when checking out the discount mysteriously disappears. When I called for assistance I was told there was nothing they could do. This appears like a bait-and switch. They lure you in with a discount offer and then take it away when it it time to payBusiness response
05/10/2024
May 10, 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 his order on 05/03/2024 using the 10% off promotional code. The order had a product total of $203.10 and he received a discount of $20.31. The order was shipped out later the same day via *** Ground and was delivered on 05/07/2024.
Customer satisfaction is our #1 goal, but ************** received his promotional discount and there is nothing further we would be able to offer him.
*****************************
Customer Service Manager
**********************
****************************************
******************
Email: ************************************Customer response
05/29/2024
Their response did not address the problem that happened on Saturday 05/04/2024.Business response
05/29/2024
May 10, 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 his order on 05/03/2024 using the 10% off promotional code. The order had a product total of $203.10 and he received a discount of $20.31. The order was shipped out later the same day via *** Ground and was delivered on 05/07/2024.
Customer satisfaction is our #1 goal, but ************** received his promotional discount and there is nothing further we would be able to offer him.
*****************************
Customer Service Manager
**********************
***********************************************************************************
Email: ************************************Customer response
06/11/2024
I have received the business's response to this complaint. This does not address my complaint. My complaint documents events that happened on Saturday, May 4 while shopping online on Midwayusa's website.On that day, I selected an item for purchase. A pop-up window came up telling me that I was eligible for a 10% discount on this item. I placed the item in my cart and clicked the offered discount. The discount was applied to my total. However, when I checked out, that discount mysteriously disappeared and the purchase total was increased. I called customer support who tersely refused to honor the discount. The customer service agent was rude and unwavering. The bottom line is the company gave me one total before I checked out, and then changed it to a higher price when payment was to be applied.The company did not address this ievent. Instead they cited a different purchase on May 3. I did indeed make that purchase, but it was through a customer service agent, not on their website.Thank you for your help*************************Business response
06/18/2024
May 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 **************** 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 05/03/2024 using the 10% off promotional code. The order had a product total of $203.10 and he received a discount of $20.31. The order was shipped out later the same day via *** Ground and was delivered on 05/07/2024. This is a one time use promotion, so it would not apply to his order from 05/04/2024.
Customer satisfaction is our #1 goal, but ************** received his promotional discount and there is nothing further we would be able to offer him.
*****************************
Customer Service Manager
**********************
***********************************************************************************
Email: ************************************Initial Complaint
04/15/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
The damage was caused by improper and highly dangerous packaging. The lead bars and bullets were loose in the box and broke it open. The box also contained primers and smokeless powder. Lead bars hitting primers could have caused an explosion and injured or killed the *** employee handling it. They will not deliver my package and I need a full refund. Midways response is tell *** to contact us. I do not work at *** and cannot control what they do. I can't help it if their tracking info is incorrect and I can't make them contact midway for me. It is also not my responsibility to spend hours working to resolve this situation. I will never purchase anything from them again.Business response
04/19/2024
April 19, 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 his order on 04/09/2024.This package was shipped out later the same afternoon via *** Ground to the address provided at the time of purchase. On 04/12/2024 the tracking on *** website was updated to say: The street number is incorrect. This may delay delivery.We're attempting to update the address. When ****************** contacted us on 04/13/2024, that was the information we had available, and could not replace his order until it was updated. However, on 04/16/2024, *** site updated to say: Merchandise is missing. *** will notify the sender with additional details. Once this was updated and appropriately marked as damaged, we were able to get our replacement process started.
Customer satisfaction is our #1 goal, and earlier today, we were able to issue ***************** a full refund for his order. We are very sorry to hear his package was damaged on its way to him.
*****************************
Customer Service Manager
**********************
***********************************************************************************
Email: ************************************Customer response
05/01/2024
We were provided a full refund from Midwayusa and are satisfied with the outcome of the complaint.Initial Complaint
03/22/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Order #******** I ordered two boxes of 20 round HSM ***** Govt ammo. The boxes came damaged and totally ripped opening, missing a round. I reached out to support, and they only refunded me $2 for the missing round. I did not receive the product I paid for. Might as well have just poured open rounds loosely into a box. I paid for a brand new undamaged product. Support just totally ignored my request to return the product and get a full refund, and forced a $2 refund instead. I do understand the other rounds I did receive appear to be in tact, but it comes down to the item I paid for in the photo isnt how I received it. Took a quick ****** search to find other people on Reddit reporting theyve had a similar experience with their rounds arriving totally loose in box.Business response
03/27/2024
March 27, 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 on 03/01/2024 for 2 HSM Cowboy Action Ammunition ***** Government 405 Grain Hard Cast Flat Nose Triple Lube Groove Box of 20. Below is a snip from our return policy:
Due to safety considerations and legal/regulatory reasons, Ammunition, Guns, Gun Powder,Primers, 80% Lower Receivers/Frames, Receiver Blanks, Receiver Flats, Pistol Braces and Treestands may not be returned. For hygiene reasons, underwear and mouth calls may only be returned in new, unused condition. Products requiring fuel or liquids may not be returned once the fuel or liquids have been added (must also be in new, unused condition).
************** contacted us on 03/22/2024 and our team explained our return policy. When he notified us of the damage, we issued him a refund of $2 to cover the cost of the missing round and sent him an ammo box at no charge to use for his remaining ammunition.
Customer satisfaction is our #1 goal, however, ************** is outside of our return policy and there is nothing further we can offer him.
*****************************
Customer Service Manager
**********************
***********************************
********, ** 65203
Email: ************************************Customer response
03/27/2024
Better Business Bureau:
Sincerely,
*******************Initial Complaint
02/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a pair of hunting boots in November 2023. I wore the boots during our hunting season, and the rubber around the toe started to come apart. I contacted Midway usa on 2/10/2024 to tell them the issue about the defected boot. I was told they wouldn't exchange the boots even though it was defective. I have bought boots and have never had a company not stand behind their product within the first yearBusiness response
02/28/2024
February 28, 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 11/04/2023 for the Kenetrek Mountain Guide 10" 400 Gram Insulated Hunting Boots Leather ***** Men's 14 D at a clearance price of $299.94. Below is the first paragraph of our return policy which is listed on our website:
We accept returns on unused, unaltered products in original packaging with all accompanying manuals, instructions and accessories.Please try on your boots or shoes indoors and with the socks you intend to wear before going outside. Once the tags are removed and the shoes are worn outside,they will not be accepted for a return. Clothing must be in new, unworn,unwashed condition with the tags still attached to be eligible for return.
********************** contacted us on 02/10/2024 and our team explained our return policy. I took the time to do some research for **********************,and Kenetrek does offer a warranty on their boots. I copied the below from their website:
Our products are warrantied to be free of manufacturing defects. If any Kenetrek product fails due to defective materials or poor workmanship within 12 months from the date of purchase and before the soles are worn 75%, they will be repaired or replaced by Kenetrek. Damages caused by improper care, alterations, accidents, or natural wear and tear are not covered. Send your defective or damaged products to Kenetrek for evaluation. If Kenetrek deems your product defective, we will repair or replace it at our expense.
Customer satisfaction is our #1 goal, however, ********************** is outside of our return policy and there is nothing further we can offer him. I highly recommend that he reach out directly to Kenetrek for warranty assistance.
*****************************
Customer Service Manager
**********************
***********************************************************************************
Email: ************************************Customer response
03/01/2024
Complaint: 21275099
I am rejecting this response because: I was not trying to return the boots I was trying to exchange the boots that started to come apart months after purchasing. Again if a company is going to sell a product it should stand behind the product it sells for a failure for at least a year like all other companies I have dealt with. I have contacted ******** and explained what happened and they are going to help me out
Sincerely,
*******************************Business response
03/01/2024
March 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 Mr.********** ********** I was able to determine he placed his order on 11/04/2023 for the Kenetrek Mountain Guide 10" 400 Gram Insulated Hunting Boots Leather ***** Men's 14 D at a clearance price of $299.94. Below is the first paragraph of our return policy which is listed on our website:
We accept returns on unused, unaltered products in original packaging with all accompanying manuals, instructions and accessories.Please try on your boots or shoes indoors and with the socks you intend to wear before going outside. Once the tags are removed and the shoes are worn outside,they will not be accepted for a return. Clothing must be in new, unworn,unwashed condition with the tags still attached to be eligible for return.
********************** contacted us on 02/10/2024 and our team explained our return policy. I took the time to do some research for **********************,and Kenetrek does offer a warranty on their boots. I copied the below from their website:
Our products are warrantied to be free of manufacturing defects. If any Kenetrek product fails due to defective materials or poor workmanship within 12 months from the date of purchase and before the soles are worn 75%, they will be repaired or replaced by Kenetrek. Damages caused by improper care, alterations, accidents, or natural wear and tear are not covered. Send your defective or damaged products to Kenetrek for evaluation. If Kenetrek deems your product defective, we will repair or replace it at our expense.
Customer satisfaction is our #1 goal, however, ********************** is outside of our return policy and there is nothing further we can offer him. I am happy Kenetrek can assist him through their warranty process.
*****************************
Customer Service Manager
**********************
***********************************************************************************
Email: ************************************Initial Complaint
02/09/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered my items on 1/30/24. They shipped on 1/31/24 and *** lost the package on 2/1/24. Midayay USA promised a 7 day maximum delivery and that has now passed. The *** website shows the package lost and directs the shipper to file a claim. Midway refuses stating that there policy is to wait 11 days after last scan. After last scan, not shipping date and they refuse to help me. *** says it’s lost but Midway won’t help.Business response
02/28/2024
February 28, 2024
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 he placed his order the morning of 01/31/2024 for the Wheeler Master Roll Pin Punch Set with Brass and Nylon Hammer and Savior Equipment 8-Slot Pistol Storage Rack Black. It was packaged and shipped out via *** Ground that same afternoon with a tracking number of ******************. Mr. ***’s package has an expected delivery date of 02/07/2024. However, this date is tentative based on historical information, and we are unable to guarantee the delivery date of non-expedited packages.
At times a package may be delayed or even lost, but we do have to allow the carrier an opportunity to deliver your package. Due to this, we give them until the historical 99th percentile of MidwayUSA delivered packages before we consider it lost.
Customer satisfaction is our #1 goal, Mr. *** was issued a full refund for his package on 02/12/2024 per our lost package policy. We are very sorry his package was not delivered to him by the shipper after it was sent from our warehouse.
****** ********
Customer Service Manager
MidwayUSA
**** W Van Horn Tavern Rd
Columbia, MO 65203
Email: ***********************Initial Complaint
02/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased an item on Jan 4th 2024. I purchased a product that had internally defective parts ( wrong size ) therefore I couldnt use this item. Per their return policy if a product is defective they will accept the return. Upon returning the item back they emailed me and said that the item was altered and therefore they cant accept the return. In no way did I alter the item. That was simply an excuse for them not to accept the return on an item that is defective. I was also told to contact the manufacturer if that was the case. They treated me very unfairly and now Im stuck with a product that I cant use because it has a defective part. I contact several people on their team and couldnt get a different outcome.Business response
02/28/2024
February 28, 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 returned the *** Technologies Z19 Cryo Slide with Trijicon RMR Cut for Glock 19 Gen 5 Stainless Steel Black DLC.It has since been determined these were received from the Supplier with the incorrect liner. A member of our team will be reaching out to ************** to arrange a no-cost return for the kit.
Customer satisfaction is our #1 goal, and we are very sorry ************ has received an incorrect product. We will work to get this issue resolved immediately.
*****************************
Customer Service Manager
**********************
***********************************************************************************
Email: ************************************Customer response
02/28/2024
Complaint: 21257921
I am rejecting this response because:
I have sold the *** slide in private sale. It shouldnt take multiple phone calls to midway USA and a BBB complaint for you guys to accept a return that should have been accepted to begin with. For this reason I will never recommend anyone to purchase here nor will I purchase here anymore in the future.
Sincerely,
*****************************Business response
02/29/2024
February 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.****** ********** I was able to determine he returned the *** Technologies Z19 Cryo Slide with Trijicon RMR Cut for Glock 19 Gen 5 Stainless Steel Black DLC.It has since been found these were received from the Supplier with the incorrect liner. A member of our has reached out to ************** to arrange a no-cost return for the kit. ************** does not wish to return the product to us and has indicated he sold the item.
Customer satisfaction is our #1 goal, and we are very sorry ************** has received an incorrect product. However, for us to offer him a refund we ask that the product be returned to us so that we may return it to the Supplier.
*****************************
Customer Service Manager
**********************
***************************************************************************************
Email: ************************************Initial Complaint
11/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a triple K cross draw holster model #***-10 which is supposed to fit my Colt **** according to their website & their CSR that I spoke to on the phone! I received the holster and when I put my weapon in the holster it got stuck in there because something must be defective with this holster! My weapon just would not come out of the holster! I sprayed silicone down in it trying to get my weapon released & only after almost 2 days I had to beat my weapon out with a screwdriver **** and a hammer! They claim that they can't do anything for me because I altered the holster that was stuck on my weapon that should not have gotten stuck! The only thing that they offered is Sorry! That don't put a holster on my weapon or replace the $50 that I paid them for a holster that is supposed to fit my weapon! I just asked for a non-defective holster that fits my weapon like I paid for to be sent to me in place of this defective one! Now I think refunding my $ might be a better option for everyone! I have contacted their customer service, their manager and attempted to contact *********************** president and CEO but just get back a form letter by someone else! This is not customer service it is just them using company policies as an excuse to do the right thing!Business response
12/12/2023
December 12, 2023
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 did place an order for the Triple K 671 Crossdraw Outside the Waistband Holster Right Hand **** 5" Leather ********* holster is designed to fit the **** 5 models. **************** claims he has a Colt ****. If that is the case, this holster should have fit. After consulting with multiple Company experts, for ****************** firearm to get as stuck as he has described, it would have taken a considerable force.
In addition, the first line of our return policy reads, We accept returns on unused, unaltered products in original packaging with all accompanying manuals, instructions and accessories. It is expected that each Customer will inspect their products upon receipt to ensure accuracy.
Although **************** has violated our return policy, we have issued him a refund for his order and sent him an email to notify him.
*****************************
Customer Support Manager
**********************
*****************************************************************************
Email: ************************************Customer response
12/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
05/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I called MidwayUSA and ordered a 6 round magazine for a Glock 43. I received the magazine yesterday. When I placed the magazine into the pistol, the magazine is not properly sized and scraped the sides of the magazine frame and did not fit well. The magazine this company sent me is an after market part of poor quality. I paid $26.99 for this magazine. Today, I went to the Sports Center of Perry Georgia and bought a Glock 43 Magazine for $29.99 plus tax and the magazine fits perfectly into the pistol. I would like to return the poor quality magazine and receive a refund. I was unable to reach anyone on the phone today with MidwayUSA.Business response
05/30/2023
June 26, 2023
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 her complaint to our attention and serving as an independent third party.
After researching Mr. ********’s order, I show he purchased the ProMag Magazine Glock 43 9mm Luger 6-Round Polymer Black which is an aftermarket magazine. I am sorry to hear Mr. ******** is not satisfied with the product he received. We accept returns on unused, unaltered products in original packaging with all accompanying manuals, instructions, and accessories.
On 05/25 a CSR reached out to Mr. ******** outlining our return policy and how to generate a pre-paid return label on our website. At this time, I do not show one has been created by the Customer. Customer satisfaction is our #1 Operational Goal and would be happy to process the return in alignment with our policy.
****** ******** ******** ******* ******* ********* **** * *** **** ****** ** ********* ** ***** ****** ***********************
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Customer Complaints Summary
50 total complaints in the last 3 years.
13 complaints closed in the last 12 months.