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
12/06/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Made a purchase from midway USA on the 28 th of November. Shipped made it to within several miles of me didn’t show up on day it was supposed to. Waited to next day checked again was sent back to midway USA. Called midway USA told I had to wait 12 days from last scan. And that if it scans next week my 12 days start over. Seems like this could go on forever in the mean time midway USA has my money I can’t even purchase from another company. I think they should look for it and give me my money back
Business response
12/13/2022
December 13, 2022
RE: Complaint ID: ********; ******* *******
Attention: BBB Dispute Resolution Department
Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal, we have completed an investigation into Mr. ********* claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
After researching Mr. ********* complaint, I was able to locate the order he is referring to. The order was placed on 11/25/2022 and shipped on 11/27/2022 via *** Mail Innovations. Unfortunately, this method of shipping is a bit slower than standard *** Ground, so we do have to allow these packages more time to be delivered. It looks like Mr. ********* order has not yet been delivered, so I have issued him a full refund per his earlier requests to Customer Service.
I apologize Mr. ********* package was not delivered to him by the carrier. Due to this, I have issued him a full refund for the order.
****** ********
Customer Support Manager
MidwayUSA
**** * *** **** ****** ** ********* ** ***** ****** ***********************Initial Complaint
12/05/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I bought glock slides, just a few and liked them. Price dropped and i bought 8 more. Then it dropped again and i bought 15 more. The whole time i bought these they were returnable, i set up a return to prove this and never did it cause i liked the product. Then when i realized i ordered too many i tried a return of 8 in the second batch at 80 per. They ran me around, and still said theyd get back with me which they didnt. All in all i would have been happy with any small credit in lieu of being able to return and being a customer of thousands of dollars in last 2 months thought for sure theyd make it right but they didnt and turned a great customer into a having to boycott on principle. Customer satisfaction therefore is not only not their number 1 priority as they say, but completely non existent in my case. I would give you dll the emails but cant figure out any way other than cooying and pasting and thd task seems daunting but if i must i will. Thanks for your time.Business response
12/13/2022
December 13, 2022
RE: Complaint ID: ********* **** ******
Attention: BBB Dispute Resolution Department
Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal, we have completed an investigation into Mr. ******’ claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
After researching Mr. ******’ complaint, I was able to locate the orders he was referring to. The Glock slides he purchased were at a discounted price as they were marked for clearance to be discontinued. Due to them being discontinued, we are no longer able to accept them back for return.
I asked one of our Customer Service Representatives to reach out to Mr. ******’ and explain these circumstances and we spoke to him on 12/06/2022. Unfortunately, at this time there is nothing further we are able to offer.
****** ********
Customer Support Manager
MidwayUSA
**** * *** **** ****** ** ********* ** ***** ****** ***********************Customer response
12/14/2022
Complaint: ********
I am rejecting this response because:
The slides I',m referring to were st a discounted price, 80 to be exact. When I purchased those and when i purchased another 15 at $60, what i believe is their clearance price, the item was return eligible. When the last batch of slides arrived is when I realized they were not returnable and after a run around followed by simply ignoring me, I felt dissatisfied as I still do. I mean I feel completely slighted and in response they offer nothing, but wasting our time. A nice wonan did call me and after about a 10 min hold offered nothing. I understand the response, but as a loyal customer dont appreciate the completely fabricated satisfaction policy as I'm not. Just as a sang praises before I now and forevermore will be sure not to order here and good luck in the future when you treat the customers you depend on in fuch a way.
Sincerely,
**** ******Initial Complaint
10/31/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order with midwayUSA (https://www.midwayusa.com) on 10/9/22, order number(56164667)I contacted them on Later asking the status of my order as no tracking number had been issued; So far it has not been delivered, I rec'd cancel the order if that was the case.Business response
11/08/2022
November 8, 2022
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 locate the order he is referring to. It was placed on 10/09/2022 on 10/11/2022 we were forced to cancel the order as we are unable to ship to the address that was provided and the funds were released back to his card company.
*****************************
Customer Support Manager
**********************
5875 ********************
********, ** 65203
Email: ************************************Customer response
11/08/2022
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???Initial Complaint
10/30/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered a product and received the product with the correct packaging, however the product inside of the packaging was the wrong product. Because I noticed the issue after a 90 day period midwayusa would not accept the product back. The product was repackaged incorrectly by midwayusa usa.Business response
10/31/2022
October 31, 2022
RE: Complaint ID: ********* ******* ********
Attention: BBB Dispute Resolution Department
Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal, we have completed an investigation into *** ******** 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 locate the order he is referring to. *** ******** placed his order on 09/07/2020 for 5 boxes of Starline Brass 10mm Auto Box of 100 (Bulk Packaged)* *** ******** contacted us on 10/30/2022 requesting a return of the brass. The following is the first line of our return policy which is posted on our website:
If you’re not completely satisfied with your purchase, you may return products for an exchange or refund†, at the original purchase price plus applicable sales tax, within 90 days‡ of purchase.
Customer satisfaction is our #1 goal and on occasion, we do allow some extra time for returns, but *** ******** order was placed over two years ago. This is unfortunately entirely too long outside of our return window and there is nothing further we would be able to offer *** *********
****** ********
Customer Support Manager
MidwayUSA
5875 W Van Horn Tavern Rd
Columbia, MO 65203
****** ***********************Customer response
11/02/2022
Complaint: ********
I am rejecting this response because:
Thanks to Midway for the response-
I am not satisfied with this resolution because it overlooks several problems with Midway’s policy.
Midway grants the buyer (me) 90 days to inspect the product. As you can clearly see in the pictures the product in the packaging was not how the product was labeled. The Midway 90-day policy allows the customer to verify that the goods received match the goods ordered. In this case I inspected the product packaging information of all 5 boxes, and they matched the order. I then opened 2 boxes to physically spot-check the product which matched the box description. Unfortunately, and by chance 4 of the 5 boxes were labeled correctly. I do not believe that Midway intentionally mislabeled the product and I believe this is just an honest mistake in the product identification. Since this is a bulk product- Use that would have detected the error within 90-Days is not assured or assumed.
In the case of retailers having a shorter inspection period generally after the 90-day period the return, exchange or warranty issues would be taken up with the manufacturer. In this case Midway reboxed this product after receiving bulk goods from the manufacturer and was responsible for the mislabeling of the goods. Because Midway was at fault in correctly identifying the product for retail sale the ability to resolve the matter with the Manufacturer (Starline) is not an option. The product that Midway shipped in error is still a viable product- meaning that it could be relabeled correctly and resold as is.
My request for resolution of this matter is for Midway to provide a return shipping label for the mismarked goods. I request refund of the original purchase amount or exchange for the originally ordered product at Midways discretion.
******* ********Initial Complaint
09/30/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On September 27, 2022, Midway USA refused to offer me a refund for 3 products I ordered. These products were defectively designed and did not work for my purposes. As per our conversation they refused to offer me a refund of no more than $50 which they owed me. They stated they would send me the products back, which are defective and do not function correctly. I am asking the BBB to resolve the issue with Midway USA and get me my $50.Business response
10/06/2022
October 06, 2022
RE: Complaint ID: ********* ***** ******
Attention: BBB Dispute Resolution Department
Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal, we have completed an investigation into *** ******** 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 show he placed an order for the AR-STONER Magazine AR-15 6.8mm Remington SPC, 22 Nosler, 224 Valkyrie 15-Round Straight Body with Anti Tilt Follower Stainless Steel Black and AR-STONER Magazine AR-15 6.8mm Remington SPC, 22 Nosler, 224 Valkyrie 25-Round with Anti Tilt Follower Stainless Steel Black x2.
*** ****** created a return and sent all three of the magazines back to us using ***********. Upon investigation of the magazines *** ****** sent to us, our returns department found they were not within our return policy. We do list our return policy on our website. Below is the first line of this policy:
We accept returns on unused, unaltered products in original packaging with all accompanying manuals, instructions and accessories.
Customer satisfaction is our #1 operational goal. However, *** ****** did sand down the magazines he returned to us which made them ineligible for return per our policy listed on our website. At this time there is nothing further we would be able to offer.
Meghan Luscombe
Customer Support Manager
MidwayUSA
5875 W Van Horn Tavern Rd
Columbia, MO 65203
Email: [email protected]Initial Complaint
09/27/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I made my 1st purchase with them and received the delivery. However, the shipping box came empty. The box had not been tampered with, nor was is damaged. It was simply empty. I called midwayusa right away, but they had just closed. This was on a Sunday at 430pm. I call them as soon as they open Monday. I'm told to file a police report due to the value of the purchase and email it to customer service. I file a police report with LAPD and send it to customer service and the company's president later that afternoon. No reply. Tuesday morning I call back and they are "closed due to unforeseen circumstances."Business response
10/04/2022
October 04, 2022
RE: Complaint ID: ********; ******* ***
Attention: BBB Dispute Resolution Department
Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal, we have completed an investigation into Mr. ***’s claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
After researching Mr. ***’s complaint, I show his email was received and responded to by our team on 09/27/2022 where we promptly sent him a replacement package. According to the tracking information provided by UPS, Mr. ***’s replacement package was delivered on 10/01/2022.
Customer satisfaction is our #1 goal, so we sent Mr. *** a replacement package as soon as possible, at this time there is nothing further we would be able to offer him.
****** ******** ******** ******* ******* ********* **** * *** **** ****** ** ********* ** ***** ****** ***********************Customer response
10/06/2022
Complaint: ********
I am rejecting this response because: It was not a prompt response. I had to file a complaint to my credit card company, thinking this was a scam company. Who ships an empty box?I had to go out of my way to file a police report before Midway would do anything. When asked for free next day shipping for the inconvenience, I was completely ignored. Only to receive an email that the item was shipped via regular mail.
Everytime I see someone post a sale or anything related to Midway, I cringe. I rather pay extra at a reputable company.
And I still haven't received an answer, as to why or how they ship an empty box and claim it as 3.4lbs on all their tracking information.I have no faith in this company so I returned my order. the day I received it. I still have not received my refund.
Sincerely,
******* ***Initial Complaint
08/08/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Ammunition is very difficult to obtain right now. Especially for unique or obsolete cartridges/caliber guns. On July 21, 2022 I purchased two boxes of 6.5 PRC ammo (Federal Fusion brand), from MidwayUSA. The price was $74.99 per box. I checked today and the price is down to $60.99 per box. This is not a sale price. MidwayUSA has dropped their price by nearly 20%. Previously they had a limit of 2 boxes per purchase, presumably due to a limited supply. There is no longer a limit on the number of boxes that can be purchased. I contacted Midway about getting a store credit for the price adjustment. I was told they only offer that credit within 24hrs of the purchase if the price changes. To me, this feels like price gouging to the consumer. When the supply was limited, the price was 20% higher. Now that the supply has become more readily available, the price falls considerably and the company isn't willing to acknowledge the consumer who purchased the product at the higher price within 30-days. I'm not asking them for a refund, a store credit would be more than acceptable and I don't feel that asking for this only 3-weeks later is unreasonable. I feel MIdway is taking advantage of the consumer during a period of supply shortage and then being unwilling to acknowledge or own this approach.Business response
08/08/2022
August 08, 2022
RE: Complaint ID: ********; ***** ******
Attention: BBB Dispute Resolution Department
Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal, we have completed an investigation into Mr. ******’s claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
After researching Mr. ******’s complaint, I was unable to locate the order he is referencing. Mr. ****** placed his order on 07/21/2022 for the two boxes of Federal Fusion Ammunition 6.5 PRC 140 Grain Bonded Soft Point Box of 20 at a price of $74.99 each. The price of this product was lowered on 08/05/2022. We do offer some price adjustments, but unfortunately, over two weeks is outside of our price adjustment policy.
Customer satisfaction is our #1 goal but making a price adjustment for an order placed over two weeks prior to the change of its price is outside of our current policy. At this time there is nothing further we would be able to offer Mr. ******.
****** ******** ******** ******* ******* ********* **** * *** **** ****** ** ********* ** ***** ****** ***********************Customer response
08/10/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********. There is no sense in rejecting the business response because no resolution can come from this other than what's already been stated by MidwayUSA. I feel it's important for the BBB to know how Midway USA is conducting business. The price of ammunition is not based on commodities. The price of ammunition doesn't fluctuate in the same way that groceries and gasoline do. The scenario I've reported is a very clear example of a company taking advantage of the consumer and price gouging due to the fact that they had a limited available product to sell. I've never heard of a company only having a 24-hour price adjustment policy. It's been my experience that 15 or 30-days is much more customary.I know that Midway USA prominently displays their BBB rating on their website. I'd encourage the BBB to consider my experience that I've reported here when it comes time to reevaluate the rating that Midway USA receives as a company. This scenario has completely changed my opinion of this company.
Sincerely,
***** ******Initial Complaint
05/31/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I purchased $120 worth of product at noon and upon getting my mail this package was listed for $100 in a mailed advertisement on the same day. I would like them to refund the difference as it was a same day purchase of the advertisement for a lower price. This is approximately $20.Customer response
06/01/2022
They refunded me the difference in price.Customer response
06/01/2022
They refunded me the difference in price.Initial Complaint
04/11/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Transaction Date/Time: 4-10-2022 8:49pm EST Purchase Information: I completed all the required information (name, address, credit card information) for an online purchase of "Under Armor Tactical Micro G Valsetz 8 - Coyote Men's 13 D" boots for the purchase price of $67.52. The purchase was submitted and I received a response that the purchase was declined because Midway USA was unable to gain credit card authorization. However, I had used this card to purchase items at Midway USA previously, and instead of allowing me to check/fix the card information, the purchase price was immediately increased to $135. Also, I received an email from my bank advising that my account had been charged, so Midway USA had access to charge my VISA card and appeared to have done so before cancelling the transaction. I emailed Midway USA customer service about the issue and they have refused to make the problem correct. It appears as if Midway USA is using false advertising by putting items on the website at a low price, then immediately raising the price when a customer attempts to purchase it. Midway USA customer service said the "sale had ended," which is why the price doubled. However, I have never seen a sale end at 8:49 pm on a Sunday and immediately after the customer attempted to purchase an item. This "bait and switch" tactic is deceptive towards customers, at best!Business response
04/19/2022
April 19, 2022
RE: Complaint ID: ********; **** *****
Attention: BBB Dispute Resolution Department
Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal, we have completed an investigation into Mr. *****’ claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
After researching Mr. *****’ complaint, I was able to determine he did attempt to place an order for both the Aguila Super Extra High Velocity Ammunition 22 Long Rifle 40 Grain Plated Lead Round Nose Box of 50 (2) and the Under Armour Tactical UA Micro G Valsetz 8" Tactical Boots Nylon/Leather Coyote Men's 13 D. At the time of Mr. *****’ purchase, the Under Armour Tactical Boots were advertised as a clearance price. We attempted to gain authorization for Mr. *****’ card but were unable to, because of this the order was canceled. We attempted to reach out to Mr. *****’ on 04/11 to extend the clearance price and complete the order. At this time, we have not received a response.
Customer satisfaction is our #1 goal, so we attempted to reach out to Mr. *****’ to complete his order for the clearance price. At this time, there is nothing further we are able to offer.
****** ******** ******** ******* ******* ********* **** * *** **** ****** ** ********* ** ***** ****** ***********************Customer response
04/20/2022
Complaint: ********
I am rejecting this response because: Midway USA did respond to my emails on 4/11/2022 about the transaction, but they did NOT offer to complete the transaction at the sale price. In fact, they flat out refused to complete the transaction at the sale price because the sale had allegedly ended. I have attached a screen shot of the emails I received from Midway USA customer service and they NEVER offered to complete the sale at the advertised price. Their response to my BBB complaint has been completely dishonest and they have NOT offered to complete the transaction at the sales price at any time.At this point, I have no desire to complete any transaction with Midway USA due to their dishonesty on this complaint. I will be purchasing the boots elsewhere, but I want their fraudulent business practices to be documented so other customers will not be deceived by Midway USA. Midway USA was given multiple opportunities to fix their errors and make this right, but have not done so, regretfully.
Sincerely,
**** *****Initial Complaint
03/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a product that was on sale. 8 days after I ordered the product they canceled my order stating that it was no longer available. 2 days later it was still on their website at a much higher price. After I complained the product was taken down altogether. Basically, it seems to me that they refused to honor their sale price and attempting a bait and switch tactic. For a car dealer this tactic is common, for a firearms dealer, this is unheard of.Business response
03/31/2022
March 31, 2022
RE: Complaint ID: ********* ****** ****** **
Attention: BBB Dispute Resolution Department
Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal, we have completed an investigation into Mr. ******’s claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
After researching Mr. ******’s complaint, I was unable to determine he did place an order for the Sig Sauer ******* Red Laser Grip Module Assembly Sig P320, P250 9mm Luger, 357 Sig, 40 S&W Compact Medium Black. We, unfortunately, found a problem with our inventory level and had to cancel Mr. ******’s order.
We realize that mistakes do happen, so we do post on each product page the following, “NOTE: Prices, specifications and availability are subject to change without notice. We reserve the right to correct typographic, photographic and/or descriptive errors.” We also have the following in our online Terms of Sale, “A product appearing on the Site does not guarantee that product’s stock or availability. In some cases, we may have to cancel a placed order when we determine a product is no longer available.”
Customer satisfaction is our #1 goal. Mr. ****** did place an order for the grip module, but unfortunately, we no longer offer the product and do not plan to offer it again in the future. Currently, there is nothing further we would be able to offer Mr. ******
****** ******** ******** ******* ******* ********* **** * *** **** ****** ** ********* ** ***** ****** ***********************Customer response
04/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is unsatisfactory to me, however, the business contacted me directly and offered a different solution that was satisfactory to me.
Sincerely,
****** ****** **
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Customer Complaints Summary
54 total complaints in the last 3 years.
24 complaints closed in the last 12 months.