Complaints

• Initial Complaint

  12/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a Gun accessory on December 13th 2024. I never received my order after it was delayed three times by ***. Even though I paid for faster shipping and it was supposed to arrive on the 18th.

  

  Business response

  12/23/2024

  Hello,

  Sorry for the delay you are experiencing receiving this package.  I am sure you are aware that the shippers are dealing with a lot larger volume of packages due to the holidays. As you can see below it looks like there was a delay from **** while processing this shipment. The tracking is showing that this package is out for delivery today 12-23-24. Please let us know if we can help in any other way.
  

   

  12/23/2024
  8:26 A.M. Out for Delivery
  Out For Delivery Today
  ************, **, *************
  12/23/2024
  4:22 A.M. On the Way
  Loaded on Delivery Vehicle
  ************, **, *************
  12/23/2024
  3:27 A.M. Processing at *** Facility
  ************, **, *************
  12/22/2024
  6:03 P.M. Arrived at Facility
  ************, **, *************
  12/22/2024
  4:08 P.M. Departed from Facility
  **********, **, *************
  12/21/2024
  12:01 A.M. Arrived at Facility
  **********, **, *************
  12/20/2024
  9:28 P.M. We were unable to dispatch the trailer on time. This may cause a delay. / Delivery will be delayed by one business day.
  **********, **, *************
  12/17/2024
  11:01 P.M. Departed from Facility
  *******, **, *************
  12/13/2024
  7:23 P.M. We Have Your Package
  Arrived at Facility
  Pevely, **, *************
  12/13/2024
  3:49 P.M. Label Created
  Shipper created a label, *** has not received the package yet.
  *************

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction 8-2-2024 $2709.23 Received at FFL Dealer Friday 8-9-2024 after MGW business hours. First time contacting MGW Monday 8-12-202. When I got home and pulled the Sig ***** Cross 300 win mag out of the box I noticed that the hand guard did not have the full length ARKA rail as described on MGW web site. Requested a return and refund because they we now out of stock. I was told that sense I took the rifle home that they couldn't take a return. I objected and sent them photos of the rifle and their description from their online site. After that they contacted ************** and found that the description for that model had change for the latest batch sent out. Again they refused to proved an RMA to return and provide a refurnd. they also refused to let me speak to a manager or to give me an phone extention or Email address to their owers or manager. They said they couldn't give out that information and that those individuals where not available. I even asked for the president and general manager by name and was still refused to speak with either one. I have drafted a letter to send to the owner/president, owner vise-president and general manager, But I'm doubtful as to whether the letters will get to them based on what I've experienced so far.Again the rifle sent was not as described on MGW online site and Sig ***** has confirmed that there was a change in that model. The online site at *** has been updated to the new version.In the attachments I've provided are the description of the Item before the change was made and photos of the rifle I received that clearly shows that the **** rail on the hand guard is only about 6 inches and not down the full length. **************** at *** told me Monday 8-12 that they are waiting on a response from Sig ***** and would try to get a resolution that day or the next. I've called every day since and get the same response. I even called Sig ***** and they acknowledged the problem. Request is return/refund.

  

  Business response

  08/16/2024

  The customer reached out due to the discrepancy on 8/12. We reached out to our representative for the manufacturer immediately after. We were notified of the change by the manufacturer after several phone calls and emails to find out this information. After this, we attempted to get the replacement part for this customer's firearm [so that it would be exactly as described by the manufacturer and MGW]. We have yet to receive a response from the manufacturer on the replacement part, so as of 7:43am CST on 8/16/2024 (this morning), a prepaid return shipping label was supplied to the customer. 

  This was never an issue of MGW not wanting to get this corrected for the customer. We were simply working with the manufacturer to get the necessary information and then to try to get the correct handguard for the customer. 

  Due to the regulations surrounding firearms, we do not accept returns on firearms [as stated in our Policies, Terms and Conditions] after a customer has accepted the firearm and transferred it into their possession from the dealer to which it was shipped. Inspection/acceptance of the firearm is to be done by the customer before they take possession of the firearm at the dealer. We realize that because this is a small change made by the manufacturer, the customer may not have noticed it upon the inspection of the firearm before taking possession. Because this was an issue with information provided by the manufacturer and our website, we have made an exception for this customer to take a return on this firearm. 

  Upon the receipt of the return using the prepaid shipping label, a full refund will be issued to the customer assuming the firearm is returned in new condition. Per previous correspondence with the customer, this firearm is to be returned to MGW by the dealer [to which it was originally shipped]. 

   

   

  Customer response

  08/19/2024

  I have received the return label. Item was shipped by FFL dealer 8-18-24. Waiting for a refund before accepting business response.

  Customer response

  08/24/2024

  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

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased these parts, they are wrong, they will not refund or exchange. Website states they fit ******** A5, now in emails they state it only fits a belgin made gun, but it does not state that on website anywhere

  

  Business response

  07/30/2024

  The parts ordered are exactly as advertised and fit both ******* and Japanese manufactured Auto-5/A-5 shotguns manufactured by ********. According to the correspondence that was received today, the customer has a Remington produced firearm (NOT a Belgian or Japanese ******** Auto-5).

  
  We have a note covering this specifically on our website that reads: ******** Auto-5 parts will only fit ******* and Japanese manufactured Auto-5 Shotguns. ******** Auto-5 Parts,Barrels & Stocks will not fit Remington Model 11 or American made ******** Auto-5 shotguns that were actually made by Remington. Furthermore, we have additional information on the site that shows how to tell [if the firearm is a ******** or a Remington] if a customer is unsure.

  
  We have a ****** return policy which is clearly outlined on both our website and on the paper sales receipt that is included with the order. This order is 77 days old.

  
  Regardless of the fact that the information was clear for both fitment of the parts and our return policy,we would be more than happy to work with this customer to get the order returned to us.
  Due to the age of the order,we would be unable to guarantee a refund to the card on which the order was placed. If the customer would like to return the order, we will attempt to refund the card. If a refund is unable to be issued due to the age of the order, we can offer a store credit in place of the refund. We would like the customer to confirm that this would be an acceptable resolution before the attempt of any return is made. 

  Customer response

  07/31/2024

  Complaint: 22064603
  
  I have reviewed the business' response and am rejecting it because:  I would like to add that when ordered, and I have screenshots, this note about fitment was not on website.  If MGW would like to exchange for proper parts, I would be happy to do that instead of just a refund.  I only seek the proper parts.
  
  
  
  Sincerely,
  
  ***********************

  

  Business response

  07/31/2024

  The note about fitment has been on our website since September of 2018.

  
  Unfortunately, an exchange for proper parts is not possible as we do not have parts for the Remington model that the customer has. As stated explicitly on our website, the parts that we offer and were ordered WILL NOT FIT the customers Remington-produced shotgun.

  
  If the customer would have reached out within 30 days [as stated in our refund & return policy and again on the sales receipt], we would have been more than happy to refund the customer for the products that were mistakenly purchased. Even if the customer would have reached out within 60 days, we likely would have been able to make an exception for the return and would have been able to refund the customer upon return of the parts.

  
  Because this order is nearly 3 months old, we cannot guarantee that a refund to the original card will be possible. We are again, willing to make an exception even though this order is far outside of standard 30-day return policy. Upon return of these parts, we can attempt a refund to the card on which the original order was placed. If a refund is unable to be issued due to the age of the order, we can offer a store credit in place of the refund.

  Customer response

  08/02/2024

  Complaint: 22064603
  
  I have reviewed the business' response and am rejecting it because:

   

  I will send the parts back, and appreciate the refund, but it would be nice to know ahead of sending the parts back if the refund would be processed or not.  Again, I appreciate you making an exception, but knowing before sending the parts back if the refund will happen or not.  Can you let me know this before we send the parts back if the refund will happen or only store credit?  You should be able to tell us ahead of time please.
  
  
  
  Sincerely,
  
  ***********************

  Customer response

  08/02/2024

  The business needs to provide shipping label to where I can return parts please.

  

  Business response

  08/05/2024

  As stated previously, we are being extremely flexible with this customer and making exceptions to our ****** return policy in an attempt to resolve this with the customer (the order is nearly 90 days old) .  We will not be supplying a shipping label for the parts that the customer mistakenly ordered. As listed on our website, return shipping is solely the responsibility of the customer. 

  We have attached the *** RMA form so the customer can send the order back. This was already supplied to the customer on 8/2 via email in response to customer initiated correspondence.

  Again, we would be happy to accept a return on the parts that the customer ordered provided that they are returned in the same [new] condition as they were sent. We would like the customer to be aware that due to the age of the order, a refund to the card on which the original order was placed MAY NOT be possible. Upon the receipt of the items, we will attempt to refund the card on which the order was placed. If this is not possible due to the age of the order, a store credit will be issued in place of the refund.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  REPAIR FOR A BROWNING 12 GAUGE SHOTGUN WAS PROMISED FINISHED MAY 2022, AND AS OF YET IT IS NOT. PHONE CALL AFTER PHONE CALL AND I AM PROMISED IT WILL BE DONE IN 5-7 DAYS, AND ITS BEEN 17 MONTHS NOW

  

  Business response

  01/03/2024

  To whom it may concern.  This firearm was received from **** ****** on 9-28-22.  The gun was sent to Midwest Gun Works for a complete restoration, which is a very large job which typically takes between 12 and 18 months. The original estimate for this job was approved by **** on 10-31-22.  This repair / restoration was completed on 12-11-23.  We have made numerous attempts to contact **** ****** with no luck.  **** is the person we must speak to since he is legally the owner of the firearm.  A woman named ****** ***** has been calling to discuss this matter.  Since this is a firearm, we can only speak to the owner of the gun who is **** ******.  ****** does not like the fact that we cannot discuss this with her.  She mentioned last week that she would have **** ****** call us.  To this point we have not received a call from Mr. ******.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩