Paid this company their requested fee for tailgate delivery service of a heavy crate. They contacted me via phone to arrange an appointment for them to deliver it. We agreed upon a Friday and I was told to be available from 7 AM to 7 PM that day to receive the delivery. I said no problem and took the day off work on that Friday. Set my alarm for 6 AM, was up, showered and ready for 7 AM as not to miss the driver if he showed up.
At 8 AM I called in as instructed to ask if they had a better idea of the delivery window. After struggling to find my order for about 6 to 8 minutes, the lady finally came back on the phone and stated they found my item and that the driver would be at my house between 12 and 6 PM. I asked if she was sure as I specifically took the day off work to receive this item and I had no room for error. She assured me it would be there. I said thank you and good bye.
5:30 PM rolls around after waiting all day and still no driver has shown up with the delivery. I call back in and get connected to the lady I spoke to earlier that morning. After being put on hold twice for some time she comes back on the phone and informs me that I will not be receiving the item today as "it never made it on to the truck." At this point I am wondering what I paid all the money for to have this item shipped to me as it would appear I certainly didn't pay for them to uphold their end of the deal and do the one job they were supposed to do, which is make sure it ends up on the truck to be delivered, let alone how unfortunate it was that I burned an entire day's vacation from work for absolutely no reason.
At the end of all that, they rescheduled the delivery for the following Thursday. I also asked at that time that the terminal manager contact me the following week as I had some items to discuss with them. I was told that they would be in touch with me on Monday. Thursday of next week comes around and I've yet to hear any details regarding the delivery or anything at all from the terminal manager. Solid customer service does not seem to be Midland’s focus, let alone any sort of customer service at all.
I email the lady I spoke to on the phone and inquire about the scheduled delivery as I have now taken a second day off work to receive this item and really need to get this done, and secondly I again ask for the terminal manager to follow up with me. A few hours later I get somewhat of a snarky email stating that I wasn't being ignored intentionally and that they are busy, more or less what do I want. I outline my concerns regarding the whole situation and of course I have heard nothing back since. I guess I'm not worth their time. Considering they couldn’t be bothered to address the problem at all or make things right, I’m left with no choice but to make an account of their poor treatment of their paying customers. I won’t be back.
In the end I received my item, however they subcontracted out it's delivery to a random driver with some no name rental truck. When this driver arrived he asked me why I missed the previous delivery. Somehow he was under the impression that I was the reason that the previous delivery attempt was botched. I can only assume they filled him in with false information and he showed me his waybill that had written in big black bold underlined letters that this delivery absolutely has to be fulfilled by end of day. The driver also mentioned that Midland is often unorganized / chaotic and that he has been called in before to deliver crates that Midland has botched delivery on previously and he often gets a lot of heat on their behalf from dissatisfied customers even though he has nothing to do with it. Would not recommend this company overall.
