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
06/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a Pulsar Telos LRF XP50 Thermal Monocular 2.5-10x 640x480 Resolution Refurbished on June 12, 2024, and picked the item up at their warehouse **************************************. After opening the item at home I found the item to be in extremely dirty condition (which I reported on the customer feedback link I was sent by email) and spent an hour cleaning it before taking it on a trip with me. While on the trip I discovered that the laser range finder and the digital zoom did not function correctly and initiated the return procedure online to return the item when I got back to town from my trip. I returned the item to the same location I picked it up from on June 24, 2024. On June 26, 2024, I received a message stating my return does not meet their return policies. I then called customer care and was informed that the item I returned was not the item sold me to which I disputed and asked for an escalation. After speaking with ******** at 10:50 am and explaining my situation I was informed they would look into it and get back to me. I was told at that time that the serial number of the item did not match the serial number of any item provided to them by their vendor. I request a further investigation as the item I returned was the item I received. At 11:40 the same day, I received an email stating that again and that no return would be processed, and the item was being returned to the address on file. I do not know if somewhere in the supply chain to delivery process someone placed the wrong item in the wrong box with different serial numbers and the error was not caught. If a data entry error was the root cause of an intentional bait and switch was involved. I only know that the item I received and the item I returned were the same and I am being told it was not. I am extremely upset and disheartened at this turn of events. I am on a fixed income for disability and saved for 3 years to make this purchase.
Business response
07/03/2024
July 7, 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 placed an order on 06/12/2024 for the Pulsar Telos LRF XP50 Thermal Monocular. Upon receiving his return of the monocular, we sent an email to our Supplier to verify its serial number. The Supplier was able to confirm that the serial number of the monocular we received did not match the list of serial numbers sent to us by ******. Pulsar also confirmed the serial number was sent to a different Supplier.
We then checked our return history on this product to confirm there was no chance of sending a used product. The results of this investigation confirmed we have not received any returns and the product sent to the Customer is what we received from the Supplier.Considering all of the information we can confirm the product we received from the Customer was not the product we originally sent to him and cannot process the return.
Customer satisfaction is our #1 goal, but there is nothing further we can offer *****************.
*****************************
Customer Service Manager
**********************
***********************************************
Email: ************************************Initial Complaint
06/20/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I order a NeoMag Sentry Strap from MidwayUSA. The product was damaged in shipping and returned to MidwayUSA via **** I never received the product. MidwayUSA charged me. Ive attempted communicating with MidwayUSA via phone and email without given a resolution. I am seeking a prompt refund for the full amount.Business response
06/27/2024
June 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 ****************** 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 that he placed his order with us on 06/10/2024 for the Neomag Sentry Strap Sling Staging Holder Nylon Multicam. We packaged and shipped it out to him on 06/11/2024. According to the tracking information it was reported as a return to sender package on 06/14/2024, but was not updated by the carrier as damaged until 06/17/2024. On 06/21/2024 we issued **************** a full refund for the damaged package. In addition to this, we received a chargeback from **************** on 06/21/2024.
Customer satisfaction is our #1 goal, but we have already issued **************** a full refund for his package and he has completed a chargeback with us. At this time there is nothing further we would be able to offer him.
*****************************
Customer Service Manager
**********************
***********************************************************************************
Email: ************************************Initial Complaint
06/20/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
date of transaction 6-17-24 the details are in the attachment below Checkout program is not working properly starts and stops working ... **************** says that I received enough discount and free shipping was not applicable ... that is not what the checkout program said...Business response
06/27/2024
June 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 did not have enough qualifying products in his cart to be eligible for the free shipping promotion he was trying to use which is shown in the screenshot he has attached. The promotion states $99 of qualifying products.
Customer satisfaction is our #1 goal, but Mr. ******** order did not qualify for free shipping, but he did receive a birthday promotion discount on his order which is also shown in his attachment.
*****************************
Customer Service Manager
**********************
***********************************************************************************
Email: ************************************Customer response
07/04/2024
I sent almost $200 dollars of applicable items ... which is far more than the $99 required for free shipping... the program stopped working at ~ $24 adding more of the applicable items did nothing to decrease the amount ... to zero.. For a couple of months I have been emailing the Midway President telling him that the combination of the discount and the free shipping was not working correctly... the customer service department at this time was not listed on the Midway help page ... So I finally decided to place the order for ~$200 ... as is to prove that the Midway offering math was .. was flawed ... I tend to believe that I am still due the remaining shipping amount noted in the attachment is *** me... As one tends to believe that the ~ $200 is more than the $99 required for free shipping ... that I has spent is far more than the amount required for free shipping ... Nuff said ... I have said all this before in my initial complaint to apparently no apparent effect ...Initial Complaint
06/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I made an online purchased of a ******* M5XI 5-25x56 mm horus military rifle scope h59 reticle barely blemished (order # ********) on 5/26/24. I received my order on 6/1/24. Upon receipt, I noticed that the wrong product was shipped. I received a ******* M5XI 5-25x56 MSR-2 instead. I contacted Midway on 6/2/24 and spoke with a care agent to inform the company of the error. I was told by the agent that the item I ordered was no longer in stock, discontinued and was no longer available. The agent offered me an apology stating there was an error made in their inventory, sent me a return order slip and advised all they could do is offer a refund. First, I never received any form of notification informing me that the item I ordered was out of stock. Secondly, it seems like Midway sent an alternate item (trying to rid their inventory of items no longer wanted) to me for the same price in which I paid. I was not offered any form of an incentive for the inconvenience and when I requested an incentive due to being a regular and reoccurring customer, my emails were ignored. The item I ordered was listed online as available, their system allowed me to add the item into my cart and place the order. If the item was no longer available, it should not have been advertised online for purchase. It should have been restricted to purchase with a comment on the item listed out of stock or no longer available. This is false advertisement. Midway also sent me the wrong product expecting me to keep it and pay the full price. I emailed *********************** CEO on 6/2/24 with my complaint. I see on his website that customer satisfaction is his #1 goal, therefore I assumed that my complaint would be received and rectified. I received a response from a **** on behalf of *********************** offering another apology and a refund, nothing more. Midway has made no attempts to satisfy me as a customer, I've been ignored, they lack empathy and my experience with Midway has been unsatisfactory.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 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 05/26/2024 for the ******* M5Xi Tactical Rifle Scope 5-25x 56mm Illuminated Horus H59 Reticle Matte Blemished. It was shipped on 05/28/2024 and delivered to him on 06/01/2024.
******************** reached out to us via phone on 06/02/2024 and reported he received the incorrect product. During this interaction, we explained we would be happy to accept a return at no additional cost to him. Once he notified us of the issue, we did an investigation. The results of the investigation proved there was a mistake in the product description and we do not offer the original product ******************* was interested in. This also meant we must process the return as a refund vs an exchange.
It is not our business strategy to send an alternative product if something is out of stock. We would be happy to send ******************** the scope he wants, but we dont have it available.
Customer satisfaction is our #1 goal, and we are sorry ******************** received a product other than what he purchased, but we have processed his return for a full refund on 06/07/2024.
*****************************
Customer Service Manager
**********************
***********************************************************************************
Email: ************************************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: ************************************
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Customer Complaints Summary
52 total complaints in the last 3 years.
16 complaints closed in the last 12 months.