ComplaintsforMidwayUSA

• Initial Complaint

  10/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased goex black powder from midway on October 27 2021. There website indicated they had product in stock. I paid for two one pound containers which totaled 91.29 with shipping. I recieved a tracking number a couple of hours later that UPS shipping label had been created. The tracking status had not changed as of this morning the thirtieth of October. I called UPS and was informed a label had been created but nothing had been picked up by UPS for delivery. I contacted midwayusa and they informed the items were maybe in a warehouse or possibly lost and to call them back in a week or so. I have researched and the product they sold me has been discontinued and the company has gone out of business months ago. They charged me for a item they didn't even possess and will not refund my money. This is not the first time midway has pulled this stunt on me. They don't keep good inventory status because they try to ship things out so fast and for me unfortunately I keep getting stuck giving them money and having to wait weeks for a refund after they took money for a product that they didn't even possess. I would appreciate a speedy return of my funds and possibly contacting someone in management in this company and letting them know that this is not the way business works you just don't take funds and hold them under false pretenses. Thanks for the help and hopefully speedy recovery of my hard earned money. Sincerely ******** *****.

  

  Business response

  11/02/2021

  November 2, 2021
  
  RE: Complaint ID: ********; ******** *****
  
  Attention: BBB Dispute Resolution Department
  
  
  Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal, we have completed an investigation into Mr. Dunn’s claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
  
  First, we are sorry to hear Mr. ***** is unhappy with the responses that he received from our Customer Service Department. MidwayUSA prides itself on excellent Customer service and we never intended to deprive Mr. ***** of this Customer Service. Therefore, we apologize for any inconvenience he may have experienced.
  
  Second, we appreciate Mr. ***** bringing this issue to our attention it has been documented for training purposes. Mr. ***** placed his order with us on October 27, 2021, with an estimated delivery date of November 3, 2021. At the time of Mr. *****'s contact, the estimated delivery date had not yet passed and we have to allow UPS 24 hours after the estimated delivery date to file a lost package claim. We had shipped Mr. *****’s order out and were waiting for UPS to update their tracking information, but Mr. ***** has since done a chargeback on this order and we have asked for a package intercept from UPS to have this order returned to us.
  
  Again, I apologize that Mr. ***** has been inconvenienced by our policy, and hope that I have resolved this issue to his satisfaction.
  
  
  Sincerely,
  
  
  
  ******* *******
  Customer Support Supervisor
  MidwayUSA
  5875 W Van Horn Tavern Rd
  Columbia, MO 65203
  Email: j*******@midwayusa.com

• Initial Complaint

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I WAS IMPROFESSIONALLY AND SWINDLISHLYEE DECEIVED CHARGED UNABLE TO EAT BECAUSE MONEYS GONE BY THES SCUMBAG GUN AMMO SHIPPERS WHO BREAK THEBLAW A AXE OR ILL FLIP ON THESE SLIME BALLS Assign New Password Request (10/17/2021 3:14:23 AM) M MidwayUSA You have requested to assign a new password. Note: This email was sent from an outgoing-only email address that is not monitored. If you need assis... Xciia E to [email protected] 10 days agoDetails man thats Total bullshit u coulda Slipped me Some ammo 9mm n then billed me im a Loyal customer I got people Trying to kill me as a get n as a cripple BULLSHITTT.. SEND SOME ROUNDS ILL MAIL U A PAYMENT MidayUSA alert iconYour Order Was Successful! Cancel Order | Edit Order Order Number: ******** October 17, 2021 Thanks for your business! You will receive an order confirmation shortly at *********@gmail.com, and will receive an additional notification once your order has shipped. Billing Information - **** **** **** **** * ******** ** ******** ** ***** ******** *********** ***** **** **** * ******** ** ******** ** ********** * **** ***** *** **** * ******** *** ******** ** ********** Est. Delivery: Mon. 10/25 (Economy – USPS or UPS) Cold Steel Trail Boss Hatchet 4.5" 1055 Carbon Steel Blade 28.5" Overall Length American Hickory Han Cold Steel Trail Boss Hatchet 4.5" 1055 Carbon Steel Blade 28.5" Overall Length American Hickory Handle Brown UPC #: ************ Manufacturer #:CS-90TA SHIPS FREE with $49 Qty:1$22.99 If you're not completely satisfied with your purchase you may return eligible products for an exchange or refund within 90 days of purchase. For full details please view our Return Policy. As always, you're welcome to contact us if you need help or have questions. For reference, here are our Terms and Conditions. Continue ShoppingSign Out Order Product Total$22.99 Shipping Total$10.85 Tax$2.12 Total$35.96 facebookLike us on Facebook! Get our latest discounts and promotions Follow *****'s posts from the

  

  Business response

  11/02/2021

  November 2, 2021
  
  RE: Complaint ID: ********; **** ****
  
  Attention: BBB Dispute Resolution Department
  
  
  Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal, we have completed an investigation into Mr. ****’s claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
  
  First, we are sorry to hear Mr. **** is unhappy with the responses that he received from our Customer Service Department. MidwayUSA prides itself on excellent Customer service and we never intended to deprive Mr. **** of this Customer Service. Therefore, we apologize for any inconvenience he may have experienced.
  
  Second, we appreciate Mr. **** bringing this issue to our attention, we have investigated this, and it appears the charges Mr. **** was seeing on his account were only pending charges and have been reverted to his account. At the time of Mr. ****'s contact, we had canceled his order due to no longer doing business with Mr. ****. Mr. ****’s account was suspended back in February of 2021 due to threats and the way he was treating our Customer Service Representatives.  
  
  Again, I apologize that Mr. **** has been inconvenienced by our policy, and hope that I have resolved this issue to his satisfaction.
  
  
  Sincerely,
  
  
  
  ******* *******
  Customer Support Supervisor
  MidwayUSA
  5875 W Van Horn Tavern Rd
  Columbia, MO 65203
  Email: j*******@midwayusa.com

  Customer response

  11/02/2021

  Complaint: ********
  
  I am rejecting this response because:there was no threats misconceived bait n switch on a 22 inch axe they PURPORTED WAS CYBERSPACE ON SALE.THE PURCHASE WAS N GOOD FAIYH..THE CUSYOMER CELL IS CRICKET AKA LEAP WIRELESS N PUTSWORDS N MY MOUTH N ALSO HARMS ME N SO IT JUST WORDS OF EXPRESSION WAS MISCONSTRUED THEIR DECEIT UNDER UNLAWFULLY ACCESSING MY ACCOUNT BANK ETF TO COMMIT UNJUST VERY LONG EMOTIONAL HARMS N NOT SEND OR " INTEND TO SEND", THE ITEMS WAS IN FROM THE JUMP LIKR THEYRE AMMO SHIPPING N DIVERTIMG MY FEDERAL PALS N QUESTIONS ON LOST N CARELESSLY DELIVERED MAIL ITEMS.NEVERTHELESS IM SEEKING ANSWERS ABOUT THE FAILED DELIVERY 

  ? THEY COULDA ACCOMODATED A LOYOL CUSTOMER N THEN BASICALLY U KNOW LIKE SENT THE ITEM AXE TO ME.BUT BY NOT SHIPPING IT THEN SAYING OK NOW" WERE GONNA SWITCH UP N TERMS N CONDITIONS IS FRAUD AND BBB SHOULD NOT ENLSRHEN THIS COMPANTS RIGHTS IN ANY DEGREES NOR PREPARE A PLEADIMG FORBTHEM NOR ANYBANSWER THEYVE REFUSED TO MAKE GOOD ON A GOOD FAITH PROMISE ANSWER OR CYBER SALES ONLINE DURING A VIRUS FOR OTHER COOPERATIVE EMALS PREVIOUS ATTACHMENTS THE FEDS ETC N TOOK ADVERSE RETALIATION VS ME UNDER U.S.C

  TIITLE 28 AND TITLE 18 118 SECTION PARTICIPATINH GOV VS A CORPORATION.MIDWAY.THERFORE NEED THAT AXE THEN WERE DONE!

  OOR ILL SUEU N PRESS A FEDERSL ILCS 815 N A SECTION 1030
  
  
  Sincerely,
  
  ***** ****

  

  Business response

  11/04/2021

  November 04, 2021
  
  RE: Complaint ID: ********; ***** ****
  
  Attention: BBB Dispute Resolution Department
  
  Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal we have completed an investigation into Mr. ******’ claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
  
  After researching Mr. ****’s complaint, I was able to determine his order was placed on 10/17/2021 for the Cold Steel Trail Boss Hatchet 4.5" 1055 Carbon Steel Blade 28.5" Overall Length American Hickory Handle Brown. However, due to his past behavior, we have chosen to no longer do business with Mr. **** and his order was canceled. This order would not have been processed and only shown as a pending charge with his card company.
  
  
  ****** ********
  Customer Support Manager
  MidwayUSA
  5875 W Van Horn Tavern Rd
  Columbia, MO 65203
  Email: m********@midwayusa.com
  

  Customer response

  11/05/2021

  Complaint: ********
  
  I am rejecting this response becaINTEND

  its insincere.its deliberate malice .its not the point.i was charger.

  2.after that retaliated.3.then I was lured baited n then decieved outbof sonetjing i need.4.tje axe was is available before n during and after their confidence game swindle was finished and completed.so under long arm statute as a loyol customer i shouod had first gotten the axe then illegally banned after reporting the Corp to a agency which is federal.long story short the business practice of tieing"up my cash n then notbshipping somethimg I didnt receive is unacceptable.the item must b given ASAP OR ILL GO TO ATTORNEY GENERAL N THE FBI ETC .N ATTN GEN OF MISSOURI OVER THE ORDEAL.THE AXE IS NEEDED FOR WOOD N WARMTH THE DEGREE OF HARM TO NOT FULLFILL THE PROMISE OF GOOD FAITH N SHIP THE ITEM IS UNACCEOTABLE .THEYVE ACCESSED MY DEBIT MECHANISM  N DID NOT INTEFND TO GIVE OUT AFTER CHARGING A CUSTOMER.
  BAIT AND SWITCH IS PROHIBITTED.FALSE MISLEADING STATEMENTS IN COLLECTING ETF CURRENCY FROM ME AND UNDER SECTION 1030 THEYRE INTENT WAS TO DEFRAUD PEOPLES AND WORLDWIDE THATS WHY THE COMPANY GOT TOTAL COMPLAINTS NN eTC THING.the company has not accomidated a person with a disability and shopping from Illinois with a company with ties to agencys and contacts doing business with the state so jurisdictiin proper with bbb agencys settle give axe i go away .the Corp don't ill have fines and Federal sentemcing vs the compamyy and anyone letting them get away with this mess of dwindles  n swindles my behaviour don't count on Cyberspace online orders
  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  10/23/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I place an order on September 18th, 2021 from MidwayUSA and still have not received my order. My order #********. I sent an email to the company on October 19th to to see what the problem was. I have not received a response. I checked the tracking #**********************. The UPS tracking number shows it has not even shipped.

  

  Business response

  10/29/2021

  
  October 29, 2021
  
  RE: Complaint ID: ********; ****** ******
  
  Attention: BBB Dispute Resolution Department
  
  Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal we have completed an investigation into Mr. ******’ 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 his order was placed on 09/18/2021 and shipped via USPS Priority Mail on 09/19/2021. Unfortunately, there have been no updates to his order since the initial scan in Columbia. Due to this I have issued him a full refund for his order.
  
  Customer Satisfaction is our #1 operational goal at MidwayUSA, and we are always willing to do what we can to help a Customer. I apologize that Mr. ******’ order was lost in transit.   
  
  ****** ********
  Customer Support Manager
  MidwayUSA
  5875 W Van Horn Tavern Rd
  Columbia, MO 65203
  Email: m********@midwayusa.com

• Initial Complaint

  10/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased an item from them, and have been trying to return it, but they won't do it. It has never been opened, never removed from the box, it's brand new. They told me to go sell it on facebook.

  

  Business response

  10/07/2021

  
  October 10, 2021
  
  RE: Complaint ID: ********; ***** *****
  
  Attention: BBB Dispute Resolution Department
  
  Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal we have completed an investigation into Mr. *****’s claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
  
  After researching Mr. *****’s complaint, I was able to determine he placed an order for the Hogue Tamer Grip S&W Centennial, Bodyguard Rubber Black on 01/25/2021. At MidwayUSA, we have a 90-day return policy on product in new, unused, and unaltered condition. This policy is posted on our website. Mr. ***** purchased his grips over 8 months ago, and we are unfortunately unable to accept a return on it.
  
  Customer Satisfaction is our #1 operational goal at MidwayUSA, and we are always willing to do what we can to help a Customer. However, we would not be able to assist Mr. ***** further.  
  
  ****** ********
  Customer Support Manager
  MidwayUSA
  5875 W Van Horn Tavern Rd
  Columbia, MO 65203
  Email: m********@midwayusa.com

  Customer response

  10/07/2021

  Complaint: ********
  
  I am rejecting this response because: The item is unopened, unused, or altered in anyway. The grip can resold by MidwayUSA without any problem to their brand name. However, if customer satisfaction is the number objective...then why even offer any return policy at all? Does MidWayUSA stand behind the products they sell or not?

  -

  I do appreciate your help and time with this request, please don't hesitate to email me for any additional information.

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  08/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On August 6th I ordered a reloading manual from Midway USA. They claim it was shipped on the 7th and would be delivered by the 17th. I still have not received the book. I have called multiple times and sent emails. The only solution the company suggests is to wait longer. They will not refund my money or send the book.

  

  Business response

  09/08/2021

  September 8, 2021
  
  RE: Complaint ID: ********; ***** *******
  
  Attention: BBB Dispute Resolution Department
  
  Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal we have completed an investigation into Mr. *******’s claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
  
  After researching Mr. *******’s complaint, I was able to determine he placed an order for the Sierra 6th Edition Rifle and Pistol Manual of Reloading Data Reloading Manual on 08/06/2021. His order was shipped the next morning via USPS Media Mail. According to the tracking information Mr. ******* never received this package, so on 09/02/2021 we issued him a full refund for his order since the product was no longer in stock.   
  
  Customer Satisfaction is our #1 operational goal at MidwayUSA, and we are always willing to do what we can to help a Customer. However, we have issued Mr. ******* a full refund for his original order and would not be able to assist him further.  
  
  Meghan Luscombe
  Customer Support Manager
  MidwayUSA
  5875 W Van Horn Tavern Rd
  Columbia, MO 65203
  Email: [email protected]
  

  Customer response

  09/08/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  08/26/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Limited to 1000 characters I will make it brief. I ordered an optic from MidwayUSA on 22 February, 2021 and recieved it the 24th for a rifle class that weekend. I noticed scratches on it when it was delivered which I denoted in the review online. I went to the class and it started to malfunction, the instructor took a look and he believed it was not a licensed Trijicon product so I called MidwayUSA and expressed my concern of legitimacy, they said it would be no problem to return. Upon the return they said they couldn't return it due to scratches which I posted in my review, and didn't address being a cheap knockoff. Midway said to have Trijicon replace it as it shipped straight from them, but that was not the case, they were very angry MidwayUSA would say that. After alot of back and forth, MidwayUSA refuses to return or exchange the product, and I am out over $700. Attached is a few replies I recieved from Midway, as well as what I have sent to Trijicon. I have many other files

  

  Business response

  09/02/2021

  
  September 2, 2021
  
  RE: Complaint ID: ********; ******* ******
  
  Attention: BBB Dispute Resolution Department
  
  Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal we have completed an investigation into Mr. ******’ 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 an order for the Trijicon MRO HD Red Dot Sight 68 MOA Reticle with 2.0 MOA Dot Matte on 02/22/2021. He returned the red dot to us and upon inspection our team found it had tool marks from previous installation and was not a true Trijicon red dot.
  
  This prompted our team to do an investigation into the history of the red dot Mr. ****** purchased. It was determined that in the time between a new shipment of the red dots directly from Trijicon and Mr. ****** placing his order we received no returns. With this information, we could not have possibly sent him an incorrect product.
  
  Customer Satisfaction is our #1 operational goal at MidwayUSA, and we are always willing to do what we can to help a Customer. However, we will not be able to assist Mr. ****** further.
  
  Meghan Luscombe
  Customer Support Manager
  MidwayUSA
  5875 W Van Horn Tavern Rd
  Columbia, MO 65203
  Email: [email protected]

• Initial Complaint

  08/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed am order online (Order Number: ********) on August 14, 2021. The order was delivered August 18, 2021. The order was for Winchester Ammunition 22 Long Rifle 36 Grain Plated Lead Hollow Point Box of 555 Bulk, UPC #: ************Manufacturer #:********* (555). When the order was delivered the shipping box was partially opened and the box containing the rounds inside had opened allowing the rounds to escape out of the shipping package. The item box was not secured with tape to prevent this and the shipping box was poorly taped, the packaging balloons were compressed. This was very poor packaging. I contacted Midway via live chat and was instructed to send pics which were provided. I have not heard back. I sent an email to customer service without a reply.

  

  Business response

  08/27/2021

  August 27, 2021
  
  RE: Complaint ID: ********; ****** ********
  
  Attention: BBB Dispute Resolution Department
  
  Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal we have completed an investigation into Mr. ********’s claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
  
  After researching Mr. ********’s complaint, I was able to determine he placed an order for the Winchester Ammunition 22 Long Rifle 36 Grain Plated Lead Hollow Point Box of 555 Bulk on 08/14/2021. He reached out to us on 08/19/2021 to inform us his package arrived damaged and was missing some of the ammunition he had ordered. The representative he spoke with did not properly assist him during his interaction and I would like to apologize for the frustration it caused.
  
  Customer Satisfaction is our #1 operational goal at MidwayUSA, and we are always willing to do what we can to help a Customer. On 08/21/2021 another Customer Service Representative issued Mr. ******** a refund for the ammunition that was missing from his original package.  
  
  Meghan Luscombe
  Customer Support Manager
  MidwayUSA
  5875 W Van Horn Tavern Rd
  Columbia, MO 65203
  Email: [email protected]
  

  Customer response

  08/27/2021

  Complaint: ********
  
  I am rejecting this response because:  I paid for shipment for the entire order to be delivered, it was not.  I paid taxes for the entire order and was only refunded for the missing items not the applicable tax charged for the purchase.  I contacted customer service via live chat and email twice without resolution, not just one time as the response suggests.  
  
  
  
  Sincerely,
  
  ****** ********

  

  Business response

  08/27/2021

  
  August 27, 2021
  
  RE: Complaint ID: ********; ****** ********
  
  Attention: BBB Dispute Resolution Department
  
  Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal we have completed an investigation into Mr. ********’s claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
  
  After researching Mr. ********’s complaint, I was able to determine he placed an order for the Winchester Ammunition 22 Long Rifle 36 Grain Plated Lead Hollow Point Box of 555 Bulk on 08/14/2021. He reached out to us on 08/19/2021 to inform us his package arrived damaged and was missing some of the ammunition he had ordered. The representative he spoke with did not properly assist him during his interaction and I would like to apologize for the frustration it caused.
  
  Customer Satisfaction is our #1 operational goal at MidwayUSA, and we are always willing to do what we can to help a Customer. On 08/21/2021 another Customer Service Representative issued Mr. ******** a refund for the ammunition that was missing from his original package.  
  
  Meghan Luscombe
  Customer Support Manager
  MidwayUSA
  5875 W Van Horn Tavern Rd
  Columbia, MO 65203
  Email: [email protected]

• Initial Complaint

  08/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a floating handrail from them for a xmas present for my boyfriend last year. I unfortunately have not got around to opening the item until now to install on his AR. Upon opening the item, it is obviously not a Midwest product but a generic knockoff. The barrel nut is knurled and doesnt have any slots for the wrench. It is missing the torque plate and no brand marks an slightly different design. While I absolutely understand that it is 8 months later, it still does not absolve them for sending me a different product than I paid for. When I reached out to them, they stated sorry it’s past our 90 day return policy. Not acceptable. I want to return the knockoff and get the actual item that I originally paid for.

  

  Business response

  08/20/2021

  July 20, 2021
  
  RE: Complaint ID: *********; **** *****
  
  Attention: BBB Dispute Resolution Department
  
  Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal we have completed an investigation into Ms. *****’s claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
  
  After researching Ms. *****’s complaint, I was able to determine she placed an order for the Midwest Industries Combat Rail Free Float M-Lok Handguard AR-15 15" Aluminum Black on 12/16/2020. All products are shipped to us directly from the Supplier and any return product is checked prior to being retuned to the shelf for resale. Ms. ***** contacted us on 08/13/2021 requesting a return, unfortunately we have a 90-day return policy which is posted on our website. We do ask that all Customers inspect their products once received for any issues.
  
  Customer Satisfaction is our #1 operational goal at MidwayUSA, and we are always willing to do what we can to help a Customer. However, Ms. *****’s order is outside of our return policy and we are unable to offer any further assistance.
  
  Meghan Luscombe
  Customer Support Manager
  MidwayUSA
  5875 W Van Horn Tavern Rd
  Columbia, MO 65203
  Email: [email protected]

  Customer response

  08/20/2021

  Complaint: ********
  
  I am rejecting this response because: while they are correct on my negligence on waiting this long prior to me opening the package, the fact remains they sent me a bait and switch. The item in the box that was sent was not the item that was ordered and clearly is missing parts and has wrong parts. This was an expensive item and if they truly cared about their customer experience they would offer the exchange. You can obviously tell that the item does not have any wear and tear except for the barrel nut being knurled and it doesn’t have any slots for the wrench which is obviously not the right part. At the end of the day, I did not get what I paid for and they are the representing company in which I ordered from. While they may think that all returned product is checked, human error is normal. Is it disgraceful that they are using a policy to state their ground where anyone that works in retail knows you need to do the right thing for the customer. Waiting 2 months or 8 months does not excuse the fact that I was sent a generic version of what I ordered in the right box. To state that I should have checked the item upon receipt puts the blame on the purchaser. If I was concerned on receiving fraudulent items than I would not order from that company and I myself do not need to lie.  If they take the exchange they can see for themselves the issue. I work at a store that sells firearms, I give advice to customers where to purchase items if we do not have and are out of stock. I would like to be able to tell them that midway USA takes care of their customers. I have all original box and packaging. I ask one more time please honor an exchange. 

  
  
  
  Sincerely,
  
  **** *****

  

  Business response

  08/30/2021

  
  August 30, 2021
  
  RE: Complaint ID: ********; **** *****
  
  Attention: BBB Dispute Resolution Department
  
  Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal we have completed an investigation into Ms. *****’s claim. We appreciate the Better Business Bureau (BBB) bringing her complaint to our attention and serving as an independent third party.
  
  After researching Ms. *****’s complaint, I was able to determine she placed an order for the Midwest Industries Combat Rail Free Float M-Lok Handguard AR-15 15" Aluminum Black on 12/16/2020. All products are shipped to us directly from the Supplier and any return product is checked prior to being retuned to the shelf for resale. Ms. ***** contacted us on 08/13/2021 requesting a return, unfortunately we have a 90-day return policy which is posted on our website. We do ask that all Customers inspect their products once received for any issues.
  
  Customer Satisfaction is our #1 operational goal at MidwayUSA, and we are always willing to do what we can to help a Customer. However, Ms. *****’s order is outside of our return policy and we are unable to offer any further assistance.
  
  Meghan Luscombe
  Customer Support Manager
  MidwayUSA
  5875 W Van Horn Tavern Rd
  Columbia, MO 65203
  Email: [email protected]

• Initial Complaint

  08/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a scope/computer from Midway USA around 8-5-21 for about $1200. ATN Thor LT 3-6x Scope is looks fine in box, price was ok. Problem: It did not come with scope mounts to mount to the rifle. I contacted the ATN manufacture they did not responded or answer the phone. So I looked on line midway usa, no information concerning which scope mounts would be best for the this scope. I read most of the reviews and all the questions, nothing said which mounts would work. The owners manual said don't get any taller than medium or you will have trouble. This is a large scope, not normal size so I needed to talk with someone with experience. I called Midway USA and spoke with Beth 8-12-21 2 pm in Columbia, MO . then spoke with Sup. Tiffaney, she said she has 3 years exp. but never hunts at night, would not give me someone who knew about product. Poor C. Service and no tech support. Tiff looked on line, found nothing! Whos your boss, not telling! I'll return the scope at my expense?

  

  Business response

  08/20/2021

  
  July 20, 2021
  
  RE: Complaint ID: ********; **** ********
  
  Attention: BBB Dispute Resolution Department
  
  Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal we have completed an investigation into Mr. ********’s claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
  
  After researching Mr. ********’s complaint, I was able to determine he did contact us on 08/05/2021 requesting assistance from a product technical specialist. During this interaction, our Customer Service Representative as well as a member of our escalations team notified Mr. ********, we do not offer a product technical specialist, but we would be happy to assist him with looking for ring options.  
  
  Mr. ******** was not happy that we do not offer a product technical specialist, so we suggested that he reach out to the Supplier directly. Mr. ******** did not wish to speak with the Supplier either and asked for return instructions, which our Representative provided him.
  
  Customer Satisfaction is our #1 operational goal at MidwayUSA, and we are always willing to do what we can to help a Customer. However, currently, we do not offer product technical specialists.
  
  Meghan Luscombe
  Customer Support Manager
  MidwayUSA
  5875 W Van Horn Tavern Rd
  Columbia, MO 65203
  Email: [email protected]

  Customer response

  08/20/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  The response from Meghan Luscombe and Midway USAA is a lie! 

  
  

  I asked the supervisor to provide me with scope rings that would fit the $1200 scope which they sold me a couple of day prior.  

  
  

  Supervisor said Ok, I need to put you on hold, I said no, keep me on line so I can hear you talking with your supervisor, Meghan, she refused and said she would hang up the phone. She came back on after 10 minutes and said again, bragging "I'm  the most experienced customer service representative hear today", (3 years experience-never fired at night one time) will be able to help you find your exact scope rings to fit that scope we just sold you.  NOT 

  She said we can not recommend anything at this time and suggested I contact the ATN representative. I had already told her 2 times, I did and they will not answer the phone or an email. 

  You sell the high dollar scope so why don't you back the service Midway USA ? 

  
  

  So now we have proven that Midway USA will hire any person that can answer the phone, no outdoor experience required.  The ship is sinking Porterfield!  One of the top 5 hunting and now fishing on-line sellers in the United States. 

  Midway USA is now the same as Bass Pro Shop and Cabela's, that owner also purchased good companies like Ranger Boats and changed production to make them look and perform like cheap China Tracker boats. 

  So sad that an American Owner and his family will sell honor and traditional values for bloody money. 

  
  
  
  
  Sincerely,
  
  **** ********

  

  Business response

  08/30/2021

  August 30, 2021
  
  RE: Complaint ID: ********; **** ********
  
  Attention: BBB Dispute Resolution Department
  
  Customer Satisfaction is our #1 goal at MidwayUSA; in alignment with this goal we have completed an investigation into Mr. ********’s claim. We appreciate the Better Business Bureau (BBB) bringing his complaint to our attention and serving as an independent third party.
  
  After researching Mr. ********’s complaint, I was able to determine he did contact us on 08/05/2021 requesting assistance from a product technical specialist. During this interaction, our Customer Service Representative as well as a member of our escalations team notified Mr. ********, we do not offer a product technical specialist.
  
  Mr. ******** was not happy that we do not offer a product technical specialist, so we suggested that he reach out to the Supplier directly. He later said that he had reached out to the Supplier and they had not responded, and he would like to return the product to us, so we gave him return instructions.
  
  Customer Satisfaction is our #1 operational goal at MidwayUSA, and we are always willing to do what we can to help a Customer. However, currently, we do not offer product technical specialists. If Mr. ******** no longer wants the scope he purchased, we would be happy to accept a return on it for him.
  
  Meghan Luscombe
  Customer Support Manager
  MidwayUSA
  5875 W Van Horn Tavern Rd
  Columbia, MO 65203
  Email: [email protected]
  

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