Anybody here have any recent, like in the last year, experience with their customer service? They were really polite to me, but I'm getting a you have to jump through all our hoops kind of vibe from them.

I don't get much from Midway USA as they're higher than retail on a lot of their stuff. Their shipping is outrageous. But the last time I had an issue with something I got from them was a Bushnell Game Cam that was bad out of the box. That was a year ago.  Midway directed me to Bushnell to take care of the screwed up mess I bought. Bushnell said they would fix it if I sent 10 bucks along with the defective camera. I just kept it as a reminder why I'll never buy anything with Bushnells name on it. I wouldn't consider Midway for anything that takes any form of electricity and that includes batteries. But really, Midway is the highest place to buy anything. Even my local GS is cheaper and zero freight. Grafs is my usual haunt if I can't find it locally. They have a fixed freight price of $9.95 now no matter what is on the order. Makes buying bullets a lot easier on the wallet but Everglades and American Reloading are the cheapest and best for bullets.

I've dealt with Midway in the past because they were pretty decent during the great primer/powder/bullet shortage a few years ago. No price gouging or other nonsense.

This time I bought a range bag on sale. Looked great when I loaded it up yesterday. Loaded it up with 3 handguns and other normal range stuff. All ammo in separate bag. Took a couple of steps with the shoulder strap over my shoulder, a swivel let go, watched range bag bounce down stairs of my house. Fortunately, nothing was broken, just rearranged wildly.

Called Midway customer service today and was told they can't send me just a new strap. I would have to return the entire thing. 15 minutes waiting to hear this and that I'd have to log into their website to arrange return shipping. The rep was very nice, just useless. So I ordered a replacement luggage strap on Amazon for $8.99.

Well, at least I got to shoot a full auto FN SCAR at the range yesterday. Still smiling from that!

I had a total garbage encounter with them years ago - mostly involved inane shipping routines and charges. To their credit the woke up. Still I don't order all that much from them - sometimes they have deals.

If you watch, they offer a free shipping on a $49.00 or more purchase occasionally.. That's a good deal and I'll jump on that once in a while and get some odds and ends that I might find in town.  I figure the time and gas it takes for a trip into town is well worth a few cents that Midway might charge over and above what I might find locally.  Although I think their prices are fairly competitive overall on everyday items. Now this offer does not include 'heavy' items like 500 bullets..  I did order a single-double point sling for a shotgun and it came with a broken buckle. That was disappointing.. but Midway sent a shipping label and I shipped it back. It arrived there fairly quickly and a new one arrived in short order.  Other than that I've had no negative issues with them.

I noticed that Larry Potterfield is no longer CEO. Kind of wondering if they're going the same way as Cabelas. I don't mind paying a little more for some things that I know by the reputation of the retailer will be of good quality and have good customer service. Seems like every time a good outdoor supplier becomes too successful the bean counters and marketing team take over with the same results. Lower quality and poor customer service to make a few more nickels. I could add Filson to that list as well.

Is there a reference for Larry Potterfield not being the CEO.  A quick google search still shows him as president.

I had a horrible customer service experience with them a few years back.  They mis-picked a set of dies (wrong caliber) and the run around I went through was way out of bounds.  I required a call tag for return shipping.  Went round and round, give me your supervisor and so on.  This wasn't my fault, and I wasn't going to pay for shipping twice.  The finally gave in but I was told they would NEVER do that again.

That's ok, because I'll NEVER spend another dime with them.  I bought the replacement dies from the manufacturer for the same price with NO shipping.  Too many others that do a great job in all aspects than to make repeat mistakes. 

Greg

I bought a vertical fore grip from them once, box said OD (what  I wanted) but was Black part in box. They absolutely would not BELIEVE ME, exchange, or otherwise -  basically just saying I was lying!  And they knew I wouldn't fight, and would not give an inch. I used it on a different project (bought the OD one elsewhere). But made me a little sour over something so petty.

Quote from: sqlbullet on April 04 2019 03:34:46 PM MDT
Is there a reference for Larry Potterfield not being the CEO.  A quick google search still shows him as president.

This is on the contact page of their website. My mistake, Larry Potterfield is still listed as CEO.

Comments to MidwayUSA's President
Customer Satisfaction is our #1 goal! Please let me know what you think about our products, policies and service so we can learn and improve.

Thanks,
Matt Fleming
President of MidwayUSA
mattfleming@midwayusa.com

They have certainly gone down hill in recent years which is a shame.

The last order took nearly a week to get assigned a tracking number. Then even with paying specifically for ups ground to avoid the smart post bs, I had to pay ups some extra cash to have it delivered by UPS (saving me 3-5 days waiting on USPS) because you guessed it they shipped smart post.

The only thing I intend to buy from midway in the future are the special one time run vortex scopes they give great deals on.

I will break my embargo when the have 10mm HAP bullets at good prices. 

I spend a shameful amount of money with Midway and entirely too often.  Our disagreements have been very few and far between.  To be honest.... I only have good things to say about Midway... well... except they are out of stock too often.  Don't know if that's their fault or not.

Quote from: Spudmeister on April 18 2019 05:30:34 PM MDT
I spend a shameful amount of money with Midway and entirely too often.  Our disagreements have been very few and far between.  To be honest.... I only have good things to say about Midway... well... except they are out of stock too often.  Don't know if that's their fault or not.

I have pretty much the same to say as Spudmeister. I've never had any problems with Midway. I've bought a ton of things from them over the years. They are always on my comparison list and frequently win.