So, I order 3 boxes (1k bullets each) of Hornady bullets back in January. At the time, I believe they were back-ordered, but the order was processed, etc. I didn't mind waiting, as I already had stock, and that is just the time of year that I put in my component orders to cover me for the next year (I do most of my reloading in the winter). I ordered 3k, as that was the sweet spot for shipping charge efficiency, and I go through a couple thousand rounds of these bullets per year.
Well, a couple of weeks later, I get an email from Midway saying that my quantity exceeded their back-order limit for the product that I ordered. I thought to myself, "what back-order limit?" The problem is that there was no limit/back-order limit in place at the time of my order. This was done retroactively. They went into my open order, that I had already placed, and reduced the quantity from 3 boxes to 1 box of 1,000 bullets.
And before you think, doesn't this guy understand about the panic buying, yes, I get it. This order was on the front end of all of the panic buying, but please read-on.
I called to inquire. They apologized, and said there was nothing they could do. I told them that I would completely understand if there was a quantity restriction on the front end of my order (I actually think these things help with the whole panic buying, and reduces the 'scalping'/re-selling that drives up prices for everyone), but I don't think that its fair to go back on an order that was already placed. That was an agreement that we entered into. I even explained that I was being charged about the same for 1 box to be shipped, as for the 3 boxes that I originally ordered (injury to insult here...). The CS agent was polite, alluded to unprecedented product demand, but clearly did not care too much beyond giving me the requisite, 'we apologize.' It did not come across as very sincere.
I told her that I understand its their prerogative to do what they want with their business, but I also had choices, too. I thanked her for her time, and asked her to tell her management that I don't agree with their business practices, and I would look to spend my money with other companies in the future. She quickly thanked me and hung up the phone. She was not rude, but also not intent on keeping me as a satisfied customer... Let me be clear, I was polite during this call, as it was not this woman's policy.
It's a shame, as I have always liked Midway, been a customer for years. Not the cheapest, but good service, and good supporters of the NRA. I understand they are in a tough position with the panic buying, but again, don't think it is good business to change a customer's order retroactively.
I don't expect folks to abandon Midway, but I always appreciate knowing people's experiences with companies, as it helps me in making my buying decisions. I would have felt a whole lot better about it if the agent explained what the Midway policy was, why it was made, and acknowledge that it caught some customers in mid-stream, and they understand that it may be upsetting to a customer. Maybe even offer something to smooth things over; reduction in shipping, a coupon code for a next order, a free damn hat, something that says, 'I get it, you got nicked on something that was not your fault...' Nope, not even a sincere apology.
Hey, in the scheme of things, life is good. The tragedy that caused this back-order situation is a lot more concerning to me, but again, I do expect more from a company known for excellent customer service. YMMV, peace.
Well, a couple of weeks later, I get an email from Midway saying that my quantity exceeded their back-order limit for the product that I ordered. I thought to myself, "what back-order limit?" The problem is that there was no limit/back-order limit in place at the time of my order. This was done retroactively. They went into my open order, that I had already placed, and reduced the quantity from 3 boxes to 1 box of 1,000 bullets.
And before you think, doesn't this guy understand about the panic buying, yes, I get it. This order was on the front end of all of the panic buying, but please read-on.
I called to inquire. They apologized, and said there was nothing they could do. I told them that I would completely understand if there was a quantity restriction on the front end of my order (I actually think these things help with the whole panic buying, and reduces the 'scalping'/re-selling that drives up prices for everyone), but I don't think that its fair to go back on an order that was already placed. That was an agreement that we entered into. I even explained that I was being charged about the same for 1 box to be shipped, as for the 3 boxes that I originally ordered (injury to insult here...). The CS agent was polite, alluded to unprecedented product demand, but clearly did not care too much beyond giving me the requisite, 'we apologize.' It did not come across as very sincere.
I told her that I understand its their prerogative to do what they want with their business, but I also had choices, too. I thanked her for her time, and asked her to tell her management that I don't agree with their business practices, and I would look to spend my money with other companies in the future. She quickly thanked me and hung up the phone. She was not rude, but also not intent on keeping me as a satisfied customer... Let me be clear, I was polite during this call, as it was not this woman's policy.
It's a shame, as I have always liked Midway, been a customer for years. Not the cheapest, but good service, and good supporters of the NRA. I understand they are in a tough position with the panic buying, but again, don't think it is good business to change a customer's order retroactively.
I don't expect folks to abandon Midway, but I always appreciate knowing people's experiences with companies, as it helps me in making my buying decisions. I would have felt a whole lot better about it if the agent explained what the Midway policy was, why it was made, and acknowledge that it caught some customers in mid-stream, and they understand that it may be upsetting to a customer. Maybe even offer something to smooth things over; reduction in shipping, a coupon code for a next order, a free damn hat, something that says, 'I get it, you got nicked on something that was not your fault...' Nope, not even a sincere apology.
Hey, in the scheme of things, life is good. The tragedy that caused this back-order situation is a lot more concerning to me, but again, I do expect more from a company known for excellent customer service. YMMV, peace.
