Not Happy With Midway USA

[MichiganScott]

I've had problems with Midway over the years and swore I'd never buy from them again. Eventually, I always gravitated back to them after putting up with the business practices of other dealers because Midway has always seemed to strike the best balance. At least Midway was willing to keep part of the OP's order on backorder. Way too many companies have simply cancelled back orders during this craziness.

I ordered bulk packs of bullets for this coming season from three different dealers in January. I finally received enough components to meet my immediate needs. We simply can not place all our eggs in one basket.

 

[XJBluto]

Larry Potterfield doesn't care about you........

 

[Xtasy]

Guys, I really think the OP has a good point. Once you accept an order it's like a contract and should be honored.

Thats not true.
Good example: I am working for a huge company and when you read through policies, which you have to accept to create an account, you see that we take the right to not fulfill your order and give you a refund. I have net red through Midway's policy but I bet their policy states that they have the right to refuse an order

 

[dmar]

I understand the OP is disappointed, but I prefer Midway's position to his.

I had 2k 55gr FMJBTw/c ordered, and had it reduced to 1k shortly after Midway announced a no-backorder policy. Frankly, I was happy they didn't cancel my backorder. I think they struck a balance between those who bought tons, those who couldn't get any, those who had backorders, those who would never get any if they kept all the backorders in the queue, and those who would have their orders limited to 1k AFTER resupply. YMMV, of course.

Further, CS did not ignore the OP. They listened intently, and they simply disagree. Just because CS doesn't do what YOU want, doesn't mean they ignored you.

I'm happy with Midway's attempts to do the best for our entire community, across a broad spectrum of activities, including this one. They may not always get it right, will never make everyone happy, but IMO they did just fine this time.

I believe my point was that they did not 'listen intently,' they blew me off with polite indifference. I've been a good customer for a number of years, ordered product that they had no restrictions on at the time of order, entered my cc info, and subsequently got restricted. When questioned about this, they did a poor job of explaining their actions, and did a poor job of customer service.

People are free to accept second rate customer service from a vendor, and reward them with handing over their hard earned money, I chose not to... And again, I understand these are tough times, but they could still have handled the situation differently. I am also not questioning the logic of restricting orders (read my post, this is clear), I just think its wrong to do it to an order already in the system; expectations were already set.

I don't have an ax to grind with Larry Potterfield, or Midway. He seems like a decent, self made guy, and I respect that. However, that does not take away from the situation that I experienced.

 

[dmar]

Thats not true.
Good example: I am working for a huge company and when you read through policies, which you have to accept to create an account, you see that we take the right to not fulfill your order and give you a refund. I have net red through Midway's policy but I bet their policy states that they have the right to refuse an order

I see your point, but if you have to wade through policy documents and contracts to provide legitimacy to your business practices, and to just transact a simple buy/sell transaction, you may need to think about your business. Huge corporations certainly have piles of policies in place to cover their backsides, no question, and that is important. However, good customer service takes care of the customer, and does not hide behind legal speak and policies. That stuff is there to get themselves out a real jams...

Again, this whole situation is pretty simple; think through your policy implementation, have a well thought through plan if you change things, hire customer service reps that really care about helping people, and give them the tools to make a customer feel better about a problem. Not too much to ask, is it?

 

[dmar]

Its all about choices.
The OP can always take his business to Cheaper Than Dirt.

LOL. They have not seen my business since the last time they over inflated their prices. I can see making adjustments, but wow...

Again, I hope my post is not coming across as a total slam on Midway, it is not intended that way. They certainly have not made me a satisfied customer on this transaction, and I don't appreciate indifference when I call about a concern. But, there are redeeming qualities about the organization. That being said, I will look to spend my money other places, where appropriate...

 

[125JHP]

First thing to do when they answer the phone is get their name, then whenever you sense you are being stonewalled, or even when you are not getting what you want, ask for their supervisor. Walk the chain.

I recently ordered a set of dies from Brownells on a Friday evening. When I got the order invoice I see that it was for 300 WSM instead of 300 Whisper (- not what I thought I ordered - not gonna argue whose or how it became a mistake here). So I sent an email to Customer Service explaining what happened. They are closed all weekend so on Sunday I re-send another email to the shipping dept. Then on Monday AM I called them.

The girl was polite and listened to my whole story then told me that the order had already been printed out for the picker so there wasn't anything she could do except for me to refuse the package when it came in the mail and they would credit back my credit card. Only problem was the $15 S&H fee. I refused to accept that and she refused to budge saying that was their policy and she couldn't help me, so I asked for her super. He came on the phone and immediately overrode the order and cancelled it for me. Since the dies were out of stock I ordered them elsewhere. Had the supervisor not helped me, my next call would have been to my CC provider.

Being old and cranky also comes in handy.

 

[glider1]

Hey, it is what it is, the girl you talked to probably makes 10 bucks an hour and you were probably the 100th person mad about something, give her a break. You can't have cheap prices and expensive help, which do you want? Some internet companies aren't going to make it thru this period, when you're a retailer and you're out of inventory you're out of business. I hope we all get thru this and things return to normal but I'm not going to lose a business over it, some people may. I still think the government is behind it, spending huge sums of money they don't have on ammo they don't need.

 

[Number1gun]

Whiners. I did not get mine so I am pissed. The company is just trying to apply an even standard across the board as the demand is exceding the supply. I have backorders with 3 different companies since December. I new then I would most likely not get everything on order. Just the way it is. A great song to listen to: Eagles-get over it !

 

[Xtasy]

Hey, it is what it is, the girl you talked to probably makes 10 bucks an hour and you were probably the 100th person mad about something, give her a break. You can't have cheap prices and expensive help, which do you want? Some internet companies aren't going to make it thru this period, when you're a retailer and you're out of inventory you're out of business. I hope we all get thru this and things return to normal but I'm not going to lose a business over it, some people may. I still think the government is behind it, spending huge sums of money they don't have on ammo they don't need.

I am working in customer service for $12/hr ... The **** I get from customers is outstanding because most of them are so needy...

Customer calls in because she never received her order. Ask her if she ever tracked package... 'Why should I do that? That is not my job! ' Ohh okay, then I see package was delivered 2 weeks ago at the customers front door... Customer starts screaming that she wants refund immediately because she never received package. .. I do that 8 hrs a day to go to college.

I do think I will quit my job soon because I don't know how long I can handle the **** anymore... 95% of my customers calling are from New York City, New Jersey and California. All of them are sooo needy. They get upset when they can't return an item when they are out of our return policy etc.

 

[garbler]

I still think the government is behind it, spending huge sums of money they don't have on ammo they don't need.

You should be thankful the govt or military is doing just that. Without military surplus powder companies like Hodgdon would not exist in fact all the powder mills started and exist to supply the military. Right now the pecking order for supplies is controlled by contracts. You and I don't have a contract for powder and primers and all of us combined are a very small number collectively and because we are all so diverse in our wants and needs we are not easily catered to. In other words we don't have the horsepower to make things happen the way we would like. So Military contracts first, then law enforcement and other Govt agencies second, then wholesale factory ammo, then us.

The military has always maintained large ammo reserves for contingencies that can't be planned on. You can't all of a sudden order enough ammo to support some conflict the pops up nor can you expect Federal, Winchester, CCI or any of these companies to stand by and wait for a large order to come in. You have to build and groom your suppliers and the pipeline and that mean keeping enough product in the pipeline to keep the factories working. I have been reloading close to 45 years and have seen so many guys drop out of the sport of shooting during this time that I can't even imagine the count. All of a sudden guns and shooting are in big demand but for how long ? The military and law enforcement just keep buying

 

[jag22]

Think of the CS rep as a traffic cop. They have heard every story imaginable as to why you were speeding. They listen to your rant then hand you a ticket and say have a nice day. Not their job to reinterpret on a case by case basis. I think Midway and most of the major dealers are doing the best they can under extraordinary circumstances. They make decisions that they believe will best satisfy the majority of their customers, knowing full well it won't please everyone. On the other end of the spectrum is someone like CTD who makes the their decision based on satisfying only themselves. Your choice.

 

[H Richard]

Larry Potterfield did not get where he is without using good business sense. Irregardless of a few policy changes under unforeseeable circumstances he has done more for the shooting community than just about any other manufacturer or supplier has ever done. Does he have to make hard business decisions? Darn straight he does. But what I am impressed by is everything I have ordered in the past several months was shipped within 24 hours (I check on line and don't order if not available) and the price had NOT BEEN INCREASED. How many dealers have you dealt with that have not raised prices in the last couple months? Some having raised prices more than double?

 

[Fuego]

I must be the luckiest customer in the world! I have never had a problem with Midway, CDNN, Sportsmans Guide, Brownells, Numrich, Optics Planet, or anyone else.

 

[Twoboxer]

I believe my point was that they did not 'listen intently,' they blew me off with polite indifference. I've been a good customer for a number of years, ordered product that they had no restrictions on at the time of order, entered my cc info, and subsequently got restricted. When questioned about this, they did a poor job of explaining their actions, and did a poor job of customer service.

Honestly, you're conflating "listening to you" with "agreeing with you" and "explaining adequately (from your perspective)". You already know why they're doing it, you just don't like it. And I understand that reaction.

You believe you had an "agreement", but the reality is you had no contract or legal agreement . . . you exchanged nothing of value - they did not even charge your card.

You wanted them to do something different, perhaps as you say because you are a good customer. Well, so am I. So you should get 3 units because you called, and I should only get one because I think they're doing the best thing in a bad situation?

People are free to accept second rate customer service from a vendor, and reward them with handing over their hard earned money, I chose not to... And again, I understand these are tough times, but they could still have handled the situation differently.

What second rate service? How? What would have satisfied you?

Keeping your order at 3 units? Not possible. Should they have cancelled ALL backorders rather than leave you with 1 unit because they realized the shortage situation won't settle down without limits and eliminating a MASSIVE backorder?

I am also not questioning the logic of restricting orders (read my post, this is clear), I just think its wrong to do it to an order already in the system; expectations were already set.

Never said you questioned limiting orders. You just don't realize that those limits apply to future deliveries, and therefore to YOUR BACKORDER.

I don't have an ax to grind with Larry Potterfield, or Midway. He seems like a decent, self made guy, and I respect that. However, that does not take away from the situation that I experienced.

I experienced the same treatment. IMO, you were well treated, and we all are well treated by these policies. Our differences here are what make CS such a biatch.

 

[amazingflapjack]

GREED-What goes-comes.

 

[Rule3]

Larry Potterfield did not get where he is without using good business sense. Irregardless of a few policy changes under unforeseeable circumstances he has done more for the shooting community than just about any other manufacturer or supplier has ever done. Does he have to make hard business decisions? Darn straight he does. But what I am impressed by is everything I have ordered in the past several months was shipped within 24 hours (I check on line and don't order if not available) and the price had NOT BEEN INCREASED. How many dealers have you dealt with that have not raised prices in the last couple months? Some having raised prices more than double?

I have to agree with H Richard above. Now I do not know the OP's exact situation not did any of use hear the conversation. I do find it strange that they changed his original order if in fact that was done.

I have had a few disagreements with Larry and his company, but they have always gone my way. I was questioning a price modification as it seems every time I order something, the next day a flier goes out and it's on sale.. Larry flat out said no we do not price match or adjust prices, He agreed he is not the lowest price but that is why they are still here today.

They have most everything, their returns are easy no problem, their shipping is as good as it gets and he and his Wife just gave one Million to the NRA (not Round Up Money) their money.

So it's not always perfect but I still order from them and when I do, I know I will get it fast and my order will not be screwed up. I have learned to NEVER back order part of a total order or you pay for the shipping twice but that is just the "WAY IT IS"Also never order primers and powder as they come from two different places so there is two haz mat fees.

 

[Maximumbob54]

Also never order primers and powder as they come from two different places so there is two haz mat fees.

I didn't know that... That's no good.

 

[Krogen]

I didn't know that... That's no good.

However, the last time I ordered powder and primers at the same time, the powder shipped for a flat $9.95. It's been a while, so double check for current costs. That flat fee compensated for the double hazmat fee. If you buy enough powder, the hazmat fee isn't a big hit and $9.95 shipping is bargain. It's all about the total cost.

 

[Rule3]

I agree with the "total cost" concept and a haz mat fee but I never order reloading stuff from Midway as prices are almost always better somewhere else.

Haz Mat fees are no big deal if you can afford to order a lot at one time. As you say the cost ($25 or whatever it is now) gets absorbed the more you buy.

HAZ Mat is a joke anyway, they put the product in a heavier cardboard box, the rest is paper work