Poor Midway Customer Service

[addict]

Just put this on Glock Talk, so feel free to ignore if you saw it over there. Dont usually cross post but I figured with Larrys commercials on Wednesday Night at the Range it might be worth putting over here too.


Sorry if this comes off as a too much of a rant... Just got off the phone with Midway USA's customer service

My limited experience with gun industry customer service has been exemplary to this point. S&W has replaced a few parts breakages over the last 2 decades. Even provided free buffers for my 22S and some pink backstraps for my wifes M&P Pro. Dillon has replaced a part for my 650 no question asked. Glock gave me a free new Gen 3 lower for a 1988 era G19 I bought used that ended up having a crack in the frame.

So I ordered a Speedfeed stock for my 1187 among some other aftermarket parts from Midway and am assembling the gun, almost done and there is no buttpad with the stock! Not a big deal, mistakes happen. So I call up Midway, let them know what is going on and their response is....

"Well we still have one in stock. Why dont you box up and send in the one you have and when we get it we will send out a replacement. Of course we only have one in stock so you might want to order this one and we can credit your card the charge once we get the faulty one back. That may take some time so perhaps you would rather just call Speedfeed and let them take care of it..."

Uh what??? I have been a customer of Midway for 22 years and spent thousands of dollars with them and never used customer service prior to this. When a customer is inconvenienced and irritated you are going make them jump through more hoops?? I fully expected them to pull the butt pad out of the one they have in stock and send it out with a ,"Sorry you had to call us to get this order right Mr. Addict".

Am I just expecting too much? Guess I am going to have to suck up the higher costs and divert my supplementary stuff business to Brownells.
OK, venting off
Addict

[m25operator]

Hey, Addict, did you suggest your solution to the CS rep, it might not have occurred to her it could be that simple to make you happy. An online note to them might serve you well too. I was shopping on Brownell's old website for 45 minutes and could not get my order to go through, I emailed them and told them how frustrating it was, to try to give them money and I could not do it.

2 days later I received a reply, agreeing with me, and that they were trying hard to improve the site, and by the way, enjoy 15% off your next order, I get the gunsmith pricing, my next order was 800.00 which included 20 Pmags @ 12.00 a piece.

[blackwolfe]

Addict, sorry to hear of your problem with Midway CS.  I have always had good service from them. 

[MikeBjerum]

addict,

I agree, that was a poor response on the reps part.  I think m25 had a good comment on suggesting they send it and you would return yours.

I suggest you send Mr. Potterfield an e-mail.  A while back we had some people ranting on here about something they didn't like, so I got ahold of someone in customer service.  It didn't take a week and I received an e-mail from Larry thanking me for the information and promising to look into it himself.  I actually had sent the link to the thread, so they saw all.  When Larry contacted me he had read the posts and referred to specifics.

Whether you keep dealing with them on this issue or not, please let Larry know your issues, because he does really act on these things.

[twyacht]

I just had the brown truck bring some Saiga Mags from Midway, and have had great delivery and no issues. Sounds like maybe you just came across a "rookie" in CS, and hasn't thought outside the box,....

Keep the emails going right to the top. I'm sure they will make it right.

[Sponsor]

[Tim Burke]

They could do better, and they always have for me.

[addict]

I suggest you send Mr. Potterfield an e-mail. 

Thanks for the replies all... I am supposed to get a call back on Monday once they initiate a report (not sure what that means) but I will try sending Mr. Potterfield an email first!