Mr. Potterfield,
I realize you probably have a team of people reading emails on your behalf, but I sincerely hope this one reaches you personally.
I placed an order back on November 22, 2013 for some 22LR ammunition. The item was advertised as being on backorder with a expected delivery date of December 31, 2013.
When that item didn't arrive by the scheduled date I went online and discovered the date had changed to June 16, 2014. A full six months later.
I spent more than 45 minutes on the phone with one of your representatives, Amy, who offered absolutely nothing in the way of help. I repeatedly asked to speak with a supervisor or have one call me. And I was repeatedly told that would not happen. At the end of our conversation she put me through to what was supposed to be the escalation department. It that ended up being the automated phone line for human relations.
Later in the day I did receive a call from a supervisor, and she too was of little help. Here are my questions for you, Larry:
Why put any date on a backorder item if you can't be certain you can deliver it? As I found out yesterday, any backorder date you advertise is completely arbitrary and means absolutely nothing. A child could pick any future date on the calendar and the odds of receiving the item on the date specified would be the same. I also found out you did receive a shipment of 22LR ammunition and filled as many backorders as was possible. But why would you commit to accepting 25,000 backorders knowing you'd only be able to fulfill 15,000 by the date you advertised?
Both of your representatives obviously had rehearsed the same answers. When pressed why Midway USA would even advertise an arbitrary date they stated "because our customers like having a date". I like having a date too. But I don't like being duped or lied to. Especially when that false pretense leads to me creating a full profile ad giving you my credit card information.
My last complaint is the attitude both representatives had regarding the revised date being posted on your web site. Mr Potterfield, when I place an order with Midway USA, and there is an expected delivery date, it should not be my responsibility to constantly check your web site to see if that date has changed. At a minimum you should be contacting me, since you have my full profile and email address, making me aware of any change in the situation so I can choose how to best proceed.
In the end, after what amounted to easily and hour and a half speaking to representatives and being put on hold, I have no ammunition or any idea when it may come. I get extremely frustrated when customer service agents spend all their time telling me what they CANT do. I was told they could not call and get an answer from the manufacturer. I was told they could not waive shipping or give me a credit of some sort as a good will gesture for failing me. I was told they could not escalate my issue any higher. And I was told repeatedly the could not get someone on the executive office to call me. As a matter of fact they were quite blatant and rude that no one would be calling me back.
After all that time the ONE thing your representatives both told me they COULD do... was cancel my order.
Mr Potterfield. I don't normally spend any of my time posting rants about my experiences with various companies on some of the forums I frequent. But my experience yesterday has me seriously rethinking that. I wouldn't want anyone to go through what I did yesterday with your customer service representatives. In my book Midway USA failed on every account.
I realize you probably have a team of people reading emails on your behalf, but I sincerely hope this one reaches you personally.
I placed an order back on November 22, 2013 for some 22LR ammunition. The item was advertised as being on backorder with a expected delivery date of December 31, 2013.
When that item didn't arrive by the scheduled date I went online and discovered the date had changed to June 16, 2014. A full six months later.
I spent more than 45 minutes on the phone with one of your representatives, Amy, who offered absolutely nothing in the way of help. I repeatedly asked to speak with a supervisor or have one call me. And I was repeatedly told that would not happen. At the end of our conversation she put me through to what was supposed to be the escalation department. It that ended up being the automated phone line for human relations.
Later in the day I did receive a call from a supervisor, and she too was of little help. Here are my questions for you, Larry:
Why put any date on a backorder item if you can't be certain you can deliver it? As I found out yesterday, any backorder date you advertise is completely arbitrary and means absolutely nothing. A child could pick any future date on the calendar and the odds of receiving the item on the date specified would be the same. I also found out you did receive a shipment of 22LR ammunition and filled as many backorders as was possible. But why would you commit to accepting 25,000 backorders knowing you'd only be able to fulfill 15,000 by the date you advertised?
Both of your representatives obviously had rehearsed the same answers. When pressed why Midway USA would even advertise an arbitrary date they stated "because our customers like having a date". I like having a date too. But I don't like being duped or lied to. Especially when that false pretense leads to me creating a full profile ad giving you my credit card information.
My last complaint is the attitude both representatives had regarding the revised date being posted on your web site. Mr Potterfield, when I place an order with Midway USA, and there is an expected delivery date, it should not be my responsibility to constantly check your web site to see if that date has changed. At a minimum you should be contacting me, since you have my full profile and email address, making me aware of any change in the situation so I can choose how to best proceed.
In the end, after what amounted to easily and hour and a half speaking to representatives and being put on hold, I have no ammunition or any idea when it may come. I get extremely frustrated when customer service agents spend all their time telling me what they CANT do. I was told they could not call and get an answer from the manufacturer. I was told they could not waive shipping or give me a credit of some sort as a good will gesture for failing me. I was told they could not escalate my issue any higher. And I was told repeatedly the could not get someone on the executive office to call me. As a matter of fact they were quite blatant and rude that no one would be calling me back.
After all that time the ONE thing your representatives both told me they COULD do... was cancel my order.
Mr Potterfield. I don't normally spend any of my time posting rants about my experiences with various companies on some of the forums I frequent. But my experience yesterday has me seriously rethinking that. I wouldn't want anyone to go through what I did yesterday with your customer service representatives. In my book Midway USA failed on every account.
I understand you saying it was cathartic though.
