ComplaintsforThe Sportsman's Guide
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Complaint Details
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Initial Complaint
06/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Charged fraud entry ( not authorized). To my credit card. I noticed SG billed apx 2 months ago on credit card for *****.. I called phone number listed on my credit card for SG billing ***** to SEE WHO OR WHAT ARE YOU BILLING ME FOR?? Unfortunately the phone was answered by a computer generated message continuously trying to sell me more products health ins. Etc. impossible for me to contact anyone to dispute credit card unauthorized charge. I then contacted my credit card and asked for stop payment and fraud investigation. I also received from my credit card the year prior billing so I could see if they had done this in past.And they had!!! This time a year earlier they had a completely different phone number associated with their charge to my credit card. Of course I called the different phone # hoping to contact SOMEONE TO EXPLAIN I DID NOT Authorize..etc. Same ridiculous computer generated recording trying to sell you COMPLETELY DIFFERENT kind of products. AGAIN IMPOSSIBLE TO TALK TO HUMAN FOR HELP!!! Absolute Scam.. So I took a wild chance and called Sportsmans Guide..WHO I HAVE NOT DONE BUSINESS WITH FOR MANY YEARS!!! The customer service person said they were going to take care of my charge for 2024 .. WHEN I QUESTIONED WHY #1 was I being billed?? And also very suspicious why were there 2 different phone # from 2 years not representing them AND not able to talk to human..on my credit card and also trying to sell me products their company doesnt sell??? She said she apologize for the wrong number.. They cant get that phone # off their billing??? I challenge that statement from her..Multi million dollar *** cant get right phone number!!! Something is going on Very Very suspicious and more than unethical. I plan on going to Washington State Consumer protection and file complaint if I can not get this resolved. I wonder how many other people are busy like myself and dont strictly monitor their credit cards and are being ripped off??? *********************Business response
06/21/2024
****************,
Sportsman's Guide 800 number is **************. This is what we advertised on our website and through out notifications with emails. Please us this number if you are interested in reaching out as you have done previously.
As for the charges for the ************ you were sent a check on 6/19/24 #******* for $49.99, another one on 6/19/24 #******* for $49.99. The charge that was placed on your credit card dating 5/12/24 for $59.99, we are considering that even based on the chargeback we received on your behalf from your credit card issuer. We will not be fighting that.
You can also manage your membership by going to ************************************************************; You may already read our terms and condition here: ***********************************************************.
Regards,
Customer Experience
Customer response
06/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will consider this issue closed when I receive my checks and ***** credit to my credit card..Initial Complaint
05/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
5/3/2024-date of order Order #:73102745 Box was smashed during transit, resulting in opening in shipping box and two ammo boxes opened- ammo spilled out of box, found some in yard/parking lot completely submerged in water- thunderstorm. Agent only cared about how many missing bullets to determine what to replace. Not one care about me searching yard getting rained on trying to find missing ammo to prevent them being found by kids or criminals. That should be the focus not pictures of box. No apology no offer to resolve issue, just we need proof like I made this story upBusiness response
05/21/2024
**************,
We certainly do apologize that your package was not received in the condition that we would have expected it to be received. This resulted in you missing product from your shipment. I do see that we sent a replacement product on May 8th and that was delivered on May 13th.
We will be following up with our carrier to make sure that packages are delivered in a safe area for future shipments.
Regards,
Customer Experience
Initial Complaint
05/02/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On May 1st 2024 I ordered a trolling motor from Sportsman Guide I paid $1608.78 for the trolling motor. The website description says ********* Terrova 80 lb. ************** with Mini Remote, No Transducer and my invoice says that is what I ordered on the item description but due to mislabeling on their website what was ordered was a 55 lb thrust trolling motor. I called customer service to get the order corrected and was told by a customer service representative that they could not make any changes to my order because they have no way to reach out to their warehouse. The order has not shipped but I was told it is to late and I would have to refuse the package. The package does not require a signature and I will not be home when it is delivered so I cant just refuse it and I will have to pay to ship it back and wait to get a refund to purchase the correct item. The fact that a company cant communicate with their warehouse to get this issue resolved is mind blowing. Misleading mislabeled items on their website led to the problem and they just say we cant do anything about it. Terrible customer service.Business response
05/06/2024
****************,
We did request a return to shipper. A return to shipper is not guaranteed, in this case we have received confirmation that the order is returning back to us. We are in the process of refunding the complete purchase price. The refund will go back to the original form of payment used on the order.Regards,
Customer Experience
Customer response
05/09/2024
I am rejecting this response because:
Sportsman Guide has not refunded my purchase after cancellation of the shipment. They cancelled shipment before the item made it to my house and have had it back at their warehouse for over 48 hours and still have not issued a refund. I was told by customer service my refund would be issued WITHIN 48 hours of the item being returned.Business response
05/10/2024
****************,
You received a return confirmation email based on our request to put the item in return status prior to us actually receiving the return. Tracking still indicates the shipment has not been returned but you have been refund $1,608.78 back to your Mastercard.
Regards,
Customer Experience
Initial Complaint
04/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed my order on 12/2/2023. I have not received my product. I paid ****** and have received nothing. The website shows my order is still in production. It should have been delivered by now. I have sent multiple emails asking for an update and have received no response at all.Business response
04/16/2024
Ms. ********,
We are closing this request per the discussion that took place over the phone today.
Regards,
Customer Experience
Initial Complaint
03/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
WanBusiness response
03/20/2024
****************,
Will you please provide a little more detail on what we can assist you with?
Regards,
Customer Experience
Initial Complaint
03/09/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a laser-engraved map on December 1, 2023 as a Christmas gift for my parents (order #******). After a dozen phone calls and emails went unanswered I received notice I would receive a Christmas card to share and the item would arrive after the holidays. Notification came in late January 2024 that the map would be shipped by February 26 or sooner. The company has not provided an update on shipping, there has been no response to my emails and phone calls (voicemails left) and the item has not arrived. I'm beginning to wonder if I'll ever receive the item ordered. Please require them to publicly disclose that custom orders may take 3 to 4 months to fulfill.Business response
03/20/2024
Hello *****,
We were not able to locate you or your order in our system.
As discussed over the phone, would you please verify that you have the correct company?
Regards,
Customer Experience
Customer response
03/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Unfortunately, I reviewed the wrong company and can't find a way to delete my original post. If there is a way to delete please do so or provide information to me to delete. I apologize for the mistake and do not wish for my negative evaluation of this company to stand. -*******Initial Complaint
03/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My bank account was charged $59.99 by Sportsman Guide without my authorization.Business response
03/05/2024
********************,
Thank you for reaching out. We are processing a refund in the amount of $59.99 back to the original credit card charged.
Regards,
***********************
Customer Experience
Customer response
03/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
03/04/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order on sportsmansguide.com, the order number is ********, and never received the items I ordered. I submitted a contact form explaining the issue with the missing items and never got a response. After waiting about a week I called their customer service number to report the missing order and to request a refund or replacement of the items I ordered. However, the customer service agent I spoke to told me that the delivery driver took a photo of the package containing the items in my order and that the item was considered delivered. She also asked me several questions regarding the appearance of the front of my home; perhaps to verify that I was the owner of the home and the intended recipient of the order. I was able to give her a clear description of the front of my home and was trying to explain my issue to her. However, she was not very helpful at all. She was very rude and nasty and did not seem interested in helping me resolve this issue. She claimed that since the carrier provided a photo of the package placed in the front of my home that it meant that they could not do anything about it. I explained to this lady several times that just because there was a photo of the item in front of my home does not mean that I received it. If I purchase something online, the merchant should ensure that the items paid for are delivered successfully and that they should assume some level of responsibility for ensuring proper delivery of items, either by requiring a signature or hand delivering items to customer. This is terrible customer service on behalf of Sportsman's ********************** and is very unprofessional and unfair to me. I am requesting a full refund of the amount I paid for this order.Business response
03/06/2024
****************,
Thank you for taking the time to speak to me today and coming to a resolution.
Regards,
***********************
Customer Experience
Customer response
03/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
01/28/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Ordered a bed and they only sent half of the supplies. They claimed a second box was received but it was not. They refused to replace the missing parts. Now we have half a bedCustomer response
01/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.The business in question responded to me and corrected their error. They have sent me the missing parts free of charge and apologized for the error. Please withdraw this complaint as it is no longer valid. Thank you sincerely for your time.
Best regards,
***************************Initial Complaint
12/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a three month subscription for sportsman guide and there was nothing there to say that when the subscription was out it would automatically charge me for a year subscription which I asked to be paid and my money back in my account they did but as fast as they paid it back in my bank account in the next day just after they paid me back they charged me again and they told me that was not the case. Yet my bank account showed me that they paid me and just as fast they charged me again for a year subscriptionBusiness response
12/28/2023
Hello **************************,
On December 23rd, we did auto renewal you into a yearly member based on the 3 month introduction member. Prior to charging you the yearly membership fee we did pre-authorize your credit card in the amount of $59.99. That pre-authorization took place on 12/23/23. We then settle that amount with your credit card company on 12/26/23. The membership was cancelled on 12/23/23 and we issued a refund in the amount of $59.99 on 12/26/32. I believe you are seeing the pre-authorization and the settlement on your credit card statement. If that is in fact the case the pre-authorization will fall off. You should see that refund amount on your statement.
Regards,
Ted
Customer Experience
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Customer Complaints Summary
114 total complaints in the last 3 years.
24 complaints closed in the last 12 months.