Customer service MidwayUK

[deallad]

Hi guys,

if any UK shooters intend to order from MidwayUK please be aware of the shocking service that they have given to me.

I placed an order with them on the 3rd of June 2012 and a few days later got an email from them to say the item had been shipped and provided me with a tracking number, I checked the post office tracking info which gave no information at all.

I called the postoffice to find that the item had not been shipped so thought I would call MidwayUK to find out what was going on.

I left an answer on their answerphone and no return call no email infact no contact at all.

I have rung them 43 times and not got an answer.

I shall never place an order with them again, if they had called and said a mistake had been made and the put it right I would have been happy.

This may be a "one off" but if your going to order from them be warned

Regards
Michael

 

[BlueLizard]

I've had several bits via Midway UK with no *real* problems (other than the high cost of shipping and the fact that even for many items listed as being in stock, they still have to come from the US).

However, I echo your comments regarding lack of communication and sheer inability to get through to them by telephone or get replies to emails sent. I had to send part of an order back so tried to call several times and sent emails to confirm that I'd be doing so for a refund (as per the UK Distance Selling Regs), but got nothing - no acknowledgement at all, but I did get the money back in my account just over a week later. Now that I know that this is the deal with MidwayUK, I know what to expect if buying through them.

Shame really, as I get great service from Brownells, and would expect the same if Midway USA allowed us in the UK to buy directly from them too...

 

[photoracer]

I think you are all blowing this way out of proportion here. The word "shipped" does not mean the same thing to you or I as it does to a supplier. I probably buy 3 orders from MidwayUSA for every one from Brownells per month. When they say "shipped" it means it has been fully packed and labeled with a packing slip and tracking number. Once this happens it is out of M or B supply chain waiting for pickup. At that point until is is picked up and scanned by the shipper you will see no info on the tracking number, regardless of whether it is USPS, UPS, FedEx or DHL. Depending on the day of the week of the order you might see no info on the tracking number for as many as 2-4 days. By the time info is on line you might see 3 different hops have already occurred. Until that happens neither MidwayUSA or Brownells has any knowledge of the whereabouts of your order, the same as you do. You may have different issues in the UK, especially if items have to come from the USA anyway. But if I got 43 calls from someone I was shipping at item to I would likely not respond either.

 

[hkyplr]

Maybe if they would have responded to the first call, they wouldn't have received 42 more....

 

[BlueLizard]

I think you are all blowing this way out of proportion here. The word "shipped" does not mean the same thing to you or I as it does to a supplier. I probably buy 3 orders from MidwayUSA for every one from Brownells per month. When they say "shipped" it means it has been fully packed and labeled with a packing slip and tracking number. Once this happens it is out of M or B supply chain waiting for pickup. At that point until is is picked up and scanned by the shipper you will see no info on the tracking number, regardless of whether it is USPS, UPS, FedEx or DHL. Depending on the day of the week of the order you might see no info on the tracking number for as many as 2-4 days. By the time info is on line you might see 3 different hops have already occurred. Until that happens neither MidwayUSA or Brownells has any knowledge of the whereabouts of your order, the same as you do. You may have different issues in the UK, especially if items have to come from the USA anyway. But if I got 43 calls from someone I was shipping at item to I would likely not respond either.

Hi Photoracer,

I do appreciate the point that tracking will not go 'live' immediately at the point of an order being marked as 'shipped'. However, you have the benefit of having all of your orders naturally being processed by Midway USA, which is a completely different trading animal to the UK off-shoot - I have no doubt that Midway USA is responsive to customer enquiries, as has been my experience with Brownells (and indeed, most US suppliers I've used for anything, shooting or otherwise). You don't know how much us shooters in the UK envy the range/price/access to shooting products that you have over the pond!

The OP and myself are both UK citizens, and Midway UK is a UK firm so experiences are a little different for us; the main issue being that whatever the problem, Midway UK have never returned an email or answered a phone call to any of my own enquiries in the past, so I have some sympathy for Michael. Suffice to say, their customer service model would be plastered all across these forums if they were a US store

 

[deallad]

Folks,

I can see the point made by all.
If I call a company that I have made or placed an order with for what was allmost $300 I at least expect a phone call stating that the order is on it's way if I leave a message on their answer phone or an email just good customer service.

I order a lot of gear from the USA and have even had companies phone to say items are on route or at least answered an email within reasonable time.

Just made an enquiry with brownells and got a response within an hour or two and will be placing an order with them soon.

Got home tonight to find the Timney trigger waiting for me and boy does it feel good can see lots of shooting over the next two weeks as off till the end of the month

Regards to all
Michael