Complaints

• Initial Complaint

  12/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order was 11/29/2024 and received it on Dec 4, 2024. This is the worst case of ***************** Not the same person works on it as emailing back and forth. Makes a promise of partial refund, which would be half, since we received damaged product. We took some pictures of dents and scratches along with the best we could on the warped pieces and the pans were warped too along with photos we couldn't take on the inside. They keep claiming they aren't getting the photos, never get me a manager, and now are not following through with the offer of partial refund. Then tell me to contact the manufacturer for replacement parts that the company sent damaged. Now that makes no sense. I will be reporting this company to every outlet possible unless they follow through with their promise. I paid for brand new with no physical damages. That is how I should receive it and by chance I don't which I didn't they should follow through with their promise. Now I just received an email for a measly $25.00 are you kidding me for all those damages? I recommend management to discuss with employees when a manger is requested to get one as the customer requests and to follow through with your promise. I do have copies of all emails.

  Business response

  12/16/2024

  Hi ******,

  Thank you for taking the time to speak to me and work through your situation.

  Regards,

  ***

  Customer Experience 

• Initial Complaint

  11/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a crooked company that tries all possible tricks to avoid returns and refunds.1. Placed an order but received only a part of it as some items "magically" became unavailable 2. Few items (HQ ISSUE) had been not as described, much larger in size. 3. Contacted them and requested a return. They tried to charge me for it despite clearly stated in the return policy "Free Return shipping on Sportsmans Guide branded merchandise (Guide Gear, HQ ISSUE, CASTLECREEK, HuntRite, *********)"4. Eventually, they agreed to waive the return shipping and provided a label 5. Upon receiving the bad merchandise back they did NOT refund 6. When contacted again, they said it was due to a "system error" and promised to issue a refund within 48 hours 7. Certainly, they never did 8. When contacted third time they refused to refund claiming some coupon had been used. Bottom line. A dishonest seller, falsely advertising free returns and promises without any fulfilment

  Business response

  12/11/2024

  Hi ****,

  We see that a chargeback was filed on this order and as a result we requested that the chargeback stand without disputing it.

  Regards,

  ***

  Customer Experience 

• Initial Complaint

  10/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered ammo cans. They send ammo cans that are covered in rust, busted seals, and heavily damaged. When trying to get a refund they will not refund in total. Website clearly states ammo cans are in working order and good seals. Photos also show ammo cans in good order, not covered in rust and broken like I received.

  Business response

  10/25/2024

  Mr. ******,

  We are in the process of refunding you the $102.70 back to your **** Card.  You can expect to receive that within ***** business hours.  

  Regards,

  ***

  Customer Experience 

• Initial Complaint

  10/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order never made it to my house and sportsmans guide refuses to give me a refund.

  Business response

  10/11/2024

  Mr. *****,

  I see you contacted us on 10/1 and then again on 10/09 as instructed to.  We would typically wait for a claim to be filed with ****** you situation is a little different being there has been zero movement.  We are in the process of refunding you for the full amount of the order.  That refund will go back to the original card on the order.  You can expect to see that refund within ***** business hours.

  Regards,

  ***

  Customer Experience 

• Initial Complaint

  10/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Sportsman's Guide is a bunch of thieves. They continued charging me annually for years for a "buyer's club" membership that was cancelled. Every time I logged into my account it said the account was cancelled but they kept charging it. For six years only thing I "bought" from them was the cancelled membership they kept fraudulently charging. I had to close my credit card account to get it to stop.I called SG and they had my login associated with a different account number I couldn't even log into to access. It was this hidden account that they kept renewing.Notice that I'm not the only person to complain about this exact business practice. It's fraud, they're fraudsters, and I wish someone would hold them criminally liable for it.

  Business response

  10/03/2024

  Mr. Knight,

  We are happy to review your complaint, we were unsuccessful finding an account using your last name, zip code, email address and phone number.  Will you please provide us with an account number, or a a zip code that matches to your name and information?  

  Regards

  Ted 

  Customer Experience 

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased some things from Sportsman's guide a few years ago and they sold me a membership. Last year without permission they automatically billed me for a renewal of the membership without my permission. I was able to call and after a few weeks got my refund. Last year I specifically stated I was not interested in the auto renewal or to be in the club and I expressed my disgust. They did it again this year and I cannot even talk to a person to dispute the charge. When I call I get an automated message and after trying to call a few times now their line states I cannot make the call from the device I am on. They without a doubt are blocking my phone call to dispute the charge. I have contacted my bank and am getting a new debit card number so they cannot do this again. This has to be illegal. I have to wait over a week for my new card so for at least a week I will be without a debit card because of this.

  Business response

  06/28/2024

  ****************************,

  On March 24, 2022 you placed an order through our website and signed up for our 3 month *********** starter membership.  As part of the sign up, you agreed to the terms and conditions of that membership.  Which does auto renewal until you initiate the cancelation. 
  

  On June 27, *********************************************************** 2023 to have the membership cancelled and you received a refund after 10 days.  I am not able to confirm that you received a refund in 2023 for the membership fee, as you mentioned you did in the phone conversation. We also did inform you that we are refunding both $59.99 back to the original card used on the order. 
  

  Regards,
  Customer Experience 

• Initial Complaint

  06/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  More info

  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 up

  Business 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

  More info

  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

  More info

  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 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩