"Originally gave 1-star because received order with items missing with no indication on the packing slip they were B/O or being shipped separately, sent multiple emails because no one answers the phone except a message saying all correspondence by email and they do not respond emails. Then the missing items showed up a few days later. They could have simply listed the missing items on the original order packing slip then wrote something on the packing slip items shipped separately saving a lot of unnecessary time and aggravation. Or responded to emails about the missing items. Also, other items were received damaged/defective but rather than send them back, pay shipping and 15% restocking fee, I dealt directly with the manufacturer which is processing everything at no charge due to their warranty which serves multiple purposes, informing them they have sub-standard quality control and they are distributing defective products. Nonetheless, still 3-star rating Midland Hardware even though my entire order eventually arrived reliably, despite non-existent communication. Not too confident with Midland Hardware's ordering process but would use as a last resort after exhausting all other sources. On the plus side they had the needed products I was unable to find anywhere else. For sure they have good intentions and no doubt are at times overwhelmed with orders but reviews, ratings and business image would be significantly higher if they implemented minor changes improving their order, process and communication. If there were a store nearby were I could order online then pick up, no doubt would give a better rating."
"I did receive the correct items in 5 business days as stated. Their communications could be better- slow or non-responsive. I wish you could talk to someone on the phone. I ended up happy with the items, price and service"
"I emailed midlandhardware.com to inquire about the load capacity for some aircraft cable and David A. responded with my needed info. I placed my order and four days later my order arrived. Fantastic prices and fast shipping. Wow"
"I wish I had read these reviews before I placed an order with Midland. I ordered 2 locking gate latches, but when ordering I somehow ended up with non-locking gate latches. I noticed the error and immediately contacted Midland to correct. NOTE: They do not answer their customer service phone. All you get is a message that they will only communicate via email. When I notified them by email, I was told that even though the order had not shipped, I could not cancel or change the order. My only option was to return the product at my cost, once it was shipped and received, and then they would process a refund less a 15% restocking fee. The next day I was notified that the product shipped. Very annoying. I will not send the latches back because after deducting return shipping costs and 15% restocking there is very little remaining, IF they processed a refund. I do not trust Midland enough to take that chance. They stopped responding to my emails. I found the locking latches on Amazon prime and had them 2 days later. Lesson learned."
"Ordered 3 bird feeders. One arrived without a top. Have emailed company 3 times, attempted to contact them through their Facebook page, and tried to call them. No response. I have documentation and pictures.
Filed complaint with BBB. Company did not respond to BBB."
"I was so excited when I found them online! I ordered and waited. Received an email confirming my order and a link to follow if I wanted tracking info on my order. I didn’t request until a week had passed and I didn’t receive anything. Long story short I didn’t receive my order and then I CAN NOT speak to anyone in person!! I received and email from a David Anderson with a phone number that tells me they don’t take phone calls and asks for an extention number. His email notes an extension but NO number!! After several weeks of no contact he sends me an email saying that Fed Ex claim went through and he can send my order out. I reply I already bought my items elsewhere I want a refund and NO response from him in over two weeks since my request!! Do yourself a favor and buy somewhere else!!! In my opinion these guys are scammers!! "
"I ordered four bottles of a cleaning product and paid for all four along with shipping costs for 4 bottles. Only 3 of the 4 bottles were in the box when it finally arrived. I filled out their online form for "Items Missing from My Order" and sent it immediately. When I got no response I started calling them. They don't answer their phone or the line is busy all the time. I let the phone ring once for a full 2 minutes and it sounded like someone picked it up finally and promptly hung it up, quietly. When I called back, I got the busy signal again. I've learned my lesson the hard way and won't shop with them again. Don't make the same mistake I did."
"Ordered run-of-the-mill items from Midland True Value Hardware (Grandview, MO) online for our business. Items 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, their local BBB, and any other appropriate consumer advocacy and regulating authorities.
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" ...
I see in other reviews that this is typical.
Blaming the customer for this nonsense is inexcusable.
Not accepting responsibility and not doing what's right to make it right with a customer represents the attitude that will ruin small local businesses who refuse to invest common courtesy, care, and value-added practices to ensure survival against box stores and large online retailers who are doing it right (better).
When I called them out on their self-contradictory claims, they replied, "Goodbye" ...
Yeah ... It's only a matter of time before their practices and poor customer service result in a chorus of "goodbye" from customers who will shop elsewhere!
This reflects poorly on the True Value brand."
"Ordered June 6.
Received confirmation June 9. Did not receive a tracking #
After numerous attempts to contact without luck, was told on June 18 that the item was not in stock.
Received Item on July 7.
Do the math.
"
"DO NOT BUY HERE THEY WILL NOT SHIP YOUR ORDER. THIS COMPANY IS A COMPLETE SCAM I FILED CHARGES ON THEM "
"I order two products and with one that had all 7 pieces damaged because wasn't in a protective container. They shipped aluminum pipe that is easy bendable with just small amount of plastic wrap. My aluminum pipes were bent all the hell before it got to North Carolina via FedEx. Claims form online at Midlandhardware.com website was filled out only it doesn't except emails. So, I tried their email address to see if it would work and didn't. I had to send email with damage pictures to ****@**** that took a few days for a response. Still waiting for credit while my company is basically shut down because of this. We will start charging companies damage and late fee's if this happens again. We are currently making out a invoice to send to the company for current damages. Company gave credit. Thank you!"
"Go somewhere else. This merchant has issues. 40 80 cent springs. Received 3. Charged me for 4 and STILL made me pay the 8.39 shipping fee for my for measly springs. BAAD BAD service!!!
Order Summary
Screen Door Spring, 5/16-In. OD x 16-1/8-In. 183012 Screen Door Spring, 5/16-In. OD x 16-1/8-In.
$0.80 x 40 32.00
Shipping Method
FEDEX - Economy (5-7 Business Days)
Subtotal: $32.00
Discount: $0.00
Shipping: $9.69
Sales Tax: $0.00
Total: $41.69
NEW INVOICE after complaint:
183012 Screen Door Spring, 5/16-In. OD x 16-1/8-In. $0.804 $3.20
Subtotal:$3.20
Discount(s):$0.00
Taxes:$0.00
Shipping:$8.23
TOTAL:$11.43"
"I ordered $75 of Fly Paper on May 18th. When I realized on June 18th that it had never arrived, I emailed the company. At 4:30pm I contacted the company by phone when I did not receive an email back. Turns out it was "out of stock" on the 18th and they didn't bother to tell me. When I spoke with the customer service representative she wanted to know if I wanted them to ship it now. Apparently they just wait until a customer contacts them to ship when on backorder. I wonder how many payments are received that are never shipped? Follow up if you don't receive your order in a timely manner! "
"Received exactly what I wanted for extremely cheap beating prices anywhere else. Would be better if tracking number was provided automatically. No additional packing material was used and it was only just Saran Wrap however items were chicken wire that was made to be able to handle abuse so everything is ok. I was scared scared about the other reviews so I used PayPal for the extra protection, which was not needed in this case."
"Ordered $200 worth of xmas decor. They never sent me anything. When I finally contacted them they told me to file a dispute on my Masrecard. If you purchase from them dont say I did not tell you so. "