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
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.
****** ******** ******** ******* ******* ********* **** * *** **** ****** ** ********* ** ***** ****** ***********************Initial Complaint
04/18/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On 04/13/2023, I placed an online order from MidwayUSA for a PVS14, and it cost me $4,000. This isn't some chump change, and I trusted Midway to not mess this up, as they are a well vouched and reputable company. I ordered UPS Next Day Air Saver as well to get this to me quickly. On the day of delivery, which was 04/15/2023, I was sitting outside and waiting for the UPS truck to come, when the driver came out and asked me to sign for a package that looked like it had beat to high hell with a baseball bat. Beat, battered, with tape sloppily on there, and slightly opened still and I could see a busted and scratched PVS14 night vision unit inside of it. I immediately declined this and said "return this back to sender please because it is damaged" and the UPS driver took it back. The tracking number reflected this on the history a couple hours later. The UPS tracking says "damaged, returned to sender". MidwayUSA refuses to replace or refund me until they receive the unit back from UPS. The unit that I never took possession of, and was damaged while in a third party shipper's possession. Midway stated to me that "it needs to be returned to our warehouse, please wait" so I waited 3 days and the tracking literally hasn't moved at all and I do not know why. I suspect it may have been stolen by a UPS employee or something. I am not sure. So, in this instance, I requested the customer service representatives to start a UPS claim. All of them simply said no. Why? I do not know. But what I do know, is that with shipping insurance, UPS will just repair the cost of this, and Midway can replace and or refund this for me. As a business owner myself, I do this whenever people have issues. Instead, Midway...simply refuses. To start a UPS claim. For tracking that was damaged and returned to sender and hasn't changed in 3 days. Over the course of 3 days of me calling, I get told "call back tomorrow" and people who don't care that I am $4k out of pocket with no product in my hand.Business response
04/26/2023
April 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 it was placed on 04/03/2023 and shipped out to him via UPS Next Day Air per his request. Upon delivery, Mr. ********* did request the package be returned to MidwayUSA. Unfortunately, this package has not yet been delivered and no additional updates have been made to the tracking. It is because of this we have started an investigation with the carrier and issued Mr. ********* a refund for his purchase.
Customer satisfaction is our #1 Operational Goal, and because of this we have issued Mr. ********* a full refund on his card.
****** ******** ******** ******* ******* ********* **** * *** **** ****** ** ********* ** ***** ****** ***********************Initial Complaint
02/17/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I never received the item and the store never refunded my money.Business response
02/28/2023
February 28, 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. **************** claim. We appreciate the Better Business Bureau (BBB) bringing her complaint to our attention and serving as an independent third party.
After researching Mr. **************** order I show it was placed on 02/09/2023 via USPS Priority Mail with a tracking number of **********************. According to this tracking number, his order was delivered on 02/13/2023. We have asked Mr. ************** for a police report for his missing package, but he has refused to provide one.
Customer satisfaction is our #1 Operational Goal, but there is nothing further we are able to do for Mr. ************** until we received a police report for his missing package.
****** ********
******** ******* *******
MidwayUSA
**** * *** **** ****** ** ********* ** ***** ****** ***********************Customer response
03/02/2023
Complaint: ********
I am rejecting this response because: the business is asking me to make a police report over a package that never got delivered and was lost there’s nothing the police can do about this issue unless I suspect that the package was stolen and I don’t know what happened to the package I cannot make a false police report because it is a crime to file a false police report . I personally think that the item was lost by the carrier or never delivered at all there for this issue falls on the business end as they where responsible for shipping the item to me .
Sincerely,
**** *************Initial Complaint
01/20/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
date of transaction 8 Jan 2023, order # ********- I ordered three separate parts under one single order. Said items weighed less than one pound and could easily be shipped in either a small box (6x6x3, and or a bubble mailer envelope.) Items ordered were in stock and delivery was stated to be on or about 12 January. Items were shipped *** and then transferred to ****. The tracking information I was given at the time indicated that the pkg was sent to my local PO. after being notified that the expected date of delivery of 12 January was changed 3 additional times-I reached out to ***, who stated the item had been rec'd by the local **** on 12 Jan and was no longer in their posession. The follow up call to my local PO was advised they had not received the package from ***. I then contacted Midway and was informed that I would have to wait a month to file a claim. I then followed up with a call to ***, who again informed me that the **** was in possession of the package. MidwayUSA initially gave me a delivery date that they failed to materialize, albeit their paid logistical subcontractor. MidwayUSA does not have a viable resource for its customers to address these issues-live chat kept going in circles and their written policy states that an order cannot be cancelled once ordered. MidwayUSA policy of one month wait period to address a shipping issue is unrealistic.Business response
01/27/2023
January 27, 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 it was placed on 01/08/2023 via *** Mail Innovations with a tracking number of **************************. According to this tracking number, it is still in transit to Mr. ****. Unfortunately, due to this, I am unable to replace the package currently.
Customer satisfaction is our #1 Operational Goal, but the package is still expected to be delivered to Mr. ****. Due to this, I am not able to ship out a replacement or issue a refund. However, if the package does not end up arriving, we would be happy to assist further.
****** ********
Customer Support Manager
MidwayUSA
**** * *** **** ****** ** ********* ** ***** ****** ***********************Initial Complaint
01/19/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order just after the first of the year. I saw that Midway was advertising “free shipping is back”. Curious as to what this was, I chose this option. The order took much longer than I thought it should take for such a large business to pick the parts from the warehouse, box and then ship. The order was then showing as shipped on the 4th of Jan with an estimated delivery date of Jan 11th. Obviously **** first class because no other shipping sucks that bad. Days later, I still didn’t receive it. I called and was treated like garbage by their customer service rep. They said call back after 20 days. I then left a poor review on their website and almost immediately received an email from another Midway rep simply covering their behinds and not offering any resolution. She said that “all of their shippers had informed them that shipping was taking up to 20 days”. Really? All of their shippers? **! If they were in fact informed of this, why didn’t they mention this on their website during checkout so I could have made a more informed shipping choice? I replied to the email from their rep asking that they re ship my order ups 2nd day air and if my order ever arrives from ****, to provide a shipping label and I’d ship the other one back unopened. They didn’t even respond to this email, much less deny my suggestion. The customer is NOT always right at midway. They do NOT inform customers of shipping delays, their warehouse staff is incredibly slow picking parts and then shipping and their customer service does do thing but cover their butts and accuse their customers instead of resolving the problem. The package shipped on the 4th, it’s now the 19th. What the ****? Midway needs to own this problem right away, not 20 days later.Business response
01/26/2023
January 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 his complaint to our attention and serving as an independent third party.
After researching Mr. *********’s complaint, I show he placed two orders in January. The first invoice# ******** was placed on 01/04/2023 it was packaged and shipped in two different boxes via **** 1st Class Mail on 01/04/2023. For this order, Mr. ********* used our free shipping promotional code, so the order was shipped in the most economical way available. Unfortunately, with **** 1st Class mail there are no tracking updates, and we must allow enough time for the carrier to deliver the package.
It appears Mr. *********’s package, however, was not delivered and a replacement was shipped out to him on 01/24/2023. When reshipping Mr. *********’s package, it was upgraded to *** Ground at no charge. According to the tracking information, the replacement package is out for delivery today (01/26/2023).
The second invoice# ******** was placed on 01/12/2023 and shipped via 2nd Day Air on 01/12/2023. When the order was placed, Mr. ********* was provided with an expected delivery date of 01/16/2023. According to the tracking information and Mr. *********’s emails, the package was in fact delivered on this date.
Customer satisfaction is our #1 operational goal, and I am very sorry that Mr. ********* did not receive his packages when he expected them. We have replaced his first order and the second order was delivered on the expected delivery date. Due to this, there is nothing further I would be able to offer Mr. *********.
****** ********
Customer Support Manager
MidwayUSA
**** * *** **** ****** ** ********* ** ***** ****** ***********************
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Customer Complaints Summary
52 total complaints in the last 3 years.
18 complaints closed in the last 12 months.