MidwayUSA turns lemons into lemonade

Boom Boom · Sep 25, 2013

I figured I should share a positive story about a gun-related purchase. 10 days ago I got lucky logging into MidwayUSA at just the right time to find lots of CCI 22LR ammo in stock for low prices. Great. So I order the limit of three bricks (one brick each of three different kinds). Fast forward 7 days to Monday. No ammo. No email. My account shows the order as "Processing". Not great. I call them on Monday night and speak to a customer service rep. He sees the issue, apologizes, writes down my info, and walks a request down to shipping to see what's up. No word back on Tuesday (yesterday). I was planning to call back tonight until I saw an email from them this afternoon. Customer service emailed me back with a sincere apology and explained they came up four boxes of ammo short while filling the order, my order was put to the side, and got misplaced somehow. So 11 boxes of ammo shipped today with free shipping ($16 off). While what happened is unfortunate, stuff happens nonetheless. No big deal. I'm glad they straightened it out, apologized, and gave me a discount they didn't have to.

Ungermc · Sep 25, 2013

As you say, stuff happens...but the mark of a good company to deal with is one that will step up and admit their mistake, apologize and give the customer something for their inconvenience; these are the kind of folks I do repeated business with and recommend.

Boom Boom · Sep 25, 2013

Excellent points. I forgot to mention that I buy a lot from them, never had an issue until this minor one, and continue to highly recommend them.

Kimerazor · Sep 25, 2013

Once I had an issue with them, and Larry Potter emailed me apologizing. I replied "Did someone send a form email with Larry's name?" He replied back and then proceeded to answer some of my questions about a decapper that I inherited.

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jonnyl · Sep 25, 2013

Glad to hear. Sometimes a small screw up that's handled really well can do more to build loyalty and good will than just business as usual.

hodgepodge · Sep 25, 2013

Larry rocks! Their customer service is usually pretty good and I'm glad they made this right.

ohen cepel · Sep 25, 2013

That is good to hear that in today's market they took care of you.

I tend to buy more from Brownells but do also like Midway a lot.

jtarpley59 · Sep 25, 2013

MidWay has always been nothing but stand up guys for me.

byf43 · Sep 26, 2013

When Larry Potterfield says, "Thanks for your business.", he means it.

Before we got a computer, and starting doing stuff online, I've called Midway USA to place orders, and Mr. Potterfield actually was the person that took the call.

Want Customer Service??????? Wait 'til the CEO answers the phone!!! :lol2:

John from MD · Sep 26, 2013

Midway will also send high cap mags to another address out of state for you. :party29:

This is a vast difference from how we are being treated by Bud's Gun Shop and Tandemkross. I even tried to explain the law as it will be to them, they weren't interested. :sad20:

No more of my money to those folks. :tdown:

Docster · Sep 26, 2013

Ungermc said:
As you say, stuff happens...but the mark of a good company to deal with is one that will step up and admit their mistake, apologize and give the customer something for their inconvenience; these are the kind of folks I do repeated business with and recommend.

THIS. Shit's gonna happen, but when it does, a good company mans up, admits the mistake, apologizes and fixes it. Same goes for people....

hacktracker · Sep 26, 2013

I bet it also helps when you call up with a positive attitude.

I hope I'm wrong, but I think most people call with a chip on their shoulder.

rtruhn · Sep 26, 2013

jonnyl said:
Glad to hear. Sometimes a small screw up that's handled really well can do more to build loyalty and good will than just business as usual.

+1. They're also proactive. A few weeks ago they ran a promotion offering escalating percentage savings (10% for $100+, 20% for $200+, etc.). I placed an order and many of the items were already on sale, so I wasn't overmuch worried about not getting the discount; I figured that the sale items didn't count toward the total.

I got an apologetic email notifying me that they erroneously did not apply the discount and that they were issuing a refund of that amount back to my credit card. I didn't even have to register the inquiry!

I often check Midway, along with Brownells and Top Gun Supply (uniformly excellent service), whenever I'm looking for a new doodad.

Pay2Play · Sep 28, 2013

Midway has always been one of my top go to companies and stories like this just help reinforce why.

Alphabrew · Sep 29, 2013

Boom Boom said:
I figured I should share a positive story about a gun-related purchase. 10 days ago I got lucky logging into MidwayUSA at just the right time to find lots of CCI 22LR ammo in stock for low prices. Great. So I order the limit of three bricks (one brick each of three different kinds). Fast forward 7 days to Monday. No ammo. No email. My account shows the order as "Processing". Not great. I call them on Monday night and speak to a customer service rep. He sees the issue, apologizes, writes down my info, and walks a request down to shipping to see what's up. No word back on Tuesday (yesterday). I was planning to call back tonight until I saw an email from them this afternoon. Customer service emailed me back with a sincere apology and explained they came up four boxes of ammo short while filling the order, my order was put to the side, and got misplaced somehow. So 11 boxes of ammo shipped today with free shipping ($16 off). While what happened is unfortunate, stuff happens nonetheless. No big deal. I'm glad they straightened it out, apologized, and gave me a discount they didn't have to.

Where did you post the link to this ammo when they had it in stock?

MidwayUSA turns lemons into lemonade

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