Midland True Value Hardware

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Complete Customer Service FAIL!

Only one star because this site doesn't offer a zero rating.

Found Midland Hardware via a sponsored link on Amazon.com. When I placed my order for two a green stripped dog beds. The order confirmation clearly showed that two green stripped dog beds were shipping. When I received my order, not only were the dog beds not green stripped, one was the wrong color. Reviewing their corporate website by the item number and ID it clearly states "PetMate Pet Bed, GREEN STRIPPED, 27x26". The blue one had numerous marks and what I am hoping was a just a water stain. I called and later e-mailed the company requesting an exchange or refund. I was told that it would be a 15% restocking fee to exchange the bed and that there was no guarantee that I would get a green one.

There is a small "disclaimer" stating *some colors shown below may not be available*. There are no other colors shown below! They provide no indication that they will randomly ship whatever color they want.

The cost of returning the bed, the duplicate shipping fees and a 15% restocking fee is nearly the price of the dirty, stained, wrong colored dog bed they shipped.

For pictures of what was ordered and received go to:
http://www.yelp.com/biz_photos/midland-true-value-hardware-grandview?select=4jpVY5bWHbdb7EaEIZ29sg#4jpVY5bWHbdb7EaEIZ29sg

Items ordered never arrived. FedEx tracking info indicated delivered, but our security video on day of claimed delivery showed no deliveries. Probably not Midland's fault.

I was asked by Midland, in response to both email and Facebook Messenger inquiries, if we wanted to cancel the order or have it re-shipped. We responded to BOTH to double-confirm we wanted the item re-shipped.

Then we received an email stating the original fulfillment warehouse was out of stock and the order was being processed through another warehouse ... and that we'd receive our shipment in 3 to 5 business days.

Monday, six business days later, I emailed customer service to request tracking info on the second shipment -- ignored. Today, EIGHT BUSINESS DAYS LATER, I asked, via FB messenger, for tracking information on the second shipment.

The response was, "we forgot to process the second order" ...

I then replied that I might let that excuse slide if it came from a 5-year-old, but not from an online merchant.

Then, they changed their claim by blaming me, THE CUSTOMER, for opening two communications with them (email and Facebook Messenger -- in both communications I CONFIRMED that we wanted the order re-shipped ... and they ACKNOWLEDGED AND CONFIRMED that the order was being re-shipped).

Today they said that because I had two channels of communication open on the matter they "got confused and were waiting for me to confirm" ... even though, again, they had responded and confirmed that the order was being processed and re-shipped ... and that we would receive in 3 to 5 business days.

Today, I said I wanted it re-shipped overnight delivery at their expense, otherwise I'd turn the matter over to True Value Hardware Corporate Customer Relations.

They refused to ship any faster than ground service.

I complained and expressed my frustration and indicated I would proceed with reporting and online reviews.

They replied, "order cancelled"

This reflects poorly on the True Value brand.

HORRIBLE! By far the worst hardware store experience I've had. Shop at Lowes or Home Depot but NOT these unprofessional and rude people. I bought a lock from them on the their website. The picture was brushed nickle. It arrived as a cheap looking bronze color. They said I had to pay to ship it back and I would be charged 15% restocking fee. Tonya Scott was particularly rude and unhelpful. If you want to have a terrible, over-priced experience, shop them. If you want good service and better prices, shop anywhere else.

I will NEVER order from here again! I ordered an expensive ladder that included a work platform. When I received my ladder I noticed it did not have the work platform in the box. I emailed them right away to let them know. The response I got back was that it used to include the platform but it doesn't any more. Thank you. I replied back to tell them that I ordered from them because it said that it included the platform and asked what they would do for me and have gotten no response for two days.

Just like 2 of the other reviewers pointed out, they employ unethical online selling/shipping practices (aka scam). While ordering the systems doesn't warn you if an item is "Central Ship" which means it will require an extra 5-7 days. But once your order is placed then you get an email warning you about the various shipping scenarios the worst of which Central Ship. The I got an email saying that my item was in fact Central Ship (surprise!). I needed the item quickly so I had to cancel the order. They refunded my order minus a 15% fee and shipping costs. Avoid this online seller.

Excellent Customer Service!! I purchased an item 2 months ago and it quit working, they had a new once shipped out immediately at no cost. Customer Service team goes above and beyond!!

I ordered a set of hardware it was the wroung size (not my fault) and when I call to return the item they said we will deduct the shipping of $9+ and take a 15%
off the total price and I have to pay to ship it back to them. OMG im going to end up paing more thab what its worth?!?! Never again will I buy anything from them

I ordered a mailbox from Midland Hardware on July 26th, five days ago. Today I received a package from them and was excited to put up the new mailbox. Inside the box was not my mailbox, but an insect mesh grow tunnel. I was extremely disappointed. I called to resolve this situation and Midland Hardware customer service was not sure what to do, so they called me back. When they called me back they decided to have me ship this grow tunnel to another customer that had received my mailbox and that customer to ship the mailbox to me. There will be no refund of shipping because they claim, "that would be done if it was clearly our mistake but it wasn't." Well it seems as though I ordered a mailbox and got a mesh tunnel and that is certainly not my mistake.

When I expressed disappointment with no consideration of shipping refund (it is going to be a while before I actually get my mailbox and an inconvenience to ship the tunnel to the correct customer). I am extremely disappointed with this transaction my first with this company. I do not EVER plan to take my business to this company again, and I urge others to take their business to another store with more reliable service and kinder customer service. Very disappointing, I try to shop smaller businesses whenever possible but this time it did not work out.

Additionally, when I asked to talk to a manager or the customer service representative's boss, she said she did not have a boss. Eventually she realized she did have a boss and the manager called me back and did refund my shipping. What a headache.

Do not make an online purchase from this business. Information online about shipping is misleading. When it becomes apparent that items won't arrive when needed, a 15% stocking fee is charged, or they try to get you to pay extra, because THEN they can get the item to you in time. RIPOFF! I do a lot of online shopping, and this the worst business I've ever dealt with. I'd give it zero stars if that was an option.

Dont bother unless you want to wait a month for them to get around to shipping the order. 30 days. Still waiting. And they are asking me to review the product. Maybe they should check the tracking info first. Amateurs!

You can always find someone who can help you and knows how to solve your problem.