ComplaintsforBass Pro Shops

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a new firearm for my birthday on 3-16-24. The sales persons were very disrespectful and rude. The first guy acted like I was not allowed to handle the pistol i wanted to buy by keeping it behind the counter and would not let me compare the two options I requested to look at. After I picked the one I wanted and completed payment I waited 4 hours for the background check to return. When I returned to collect the firearm I was ignored by the reps until I spoke up and told them my order said it was ready to pick up. While the one rep started the finishing paperwork another customer walked up and I was told I had to wait longer and let him check out this new customer before I could take the pistol that I already paid for and passed the background check. This aggravated me and I asked one of the other reps to finish me up because my family with 2 kids was waiting in the car. He was annoyed by my request and then took my pistol with my ID and concealed permit that had already been seen and approved into the back room for more than 5 mins. When he returned the box had been sealed with red tape and I was told I could not inspect the functionality of it. When I got to the car and opened the box it was apparent that someone had altered the weapon. All of the factory grease was missing from the weapon and marks could be seen on the seer like a buffing wheel had been used on it. The brand new weapon would not reset the trigger. I contacted the store and was told there was nothing they would do for me except send the gun back to the dealer for repair. I explained the issue and was called a liar and hung up on by ******* the store manager in the ***** location with no investigation into my claim.

  

  Business response

  03/18/2024

  Management will contact the customer after researching the issue.

  Customer response

  03/23/2024

  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 was insured that the employees that treated me improperly will be retrained on proper customer service skills. They also overnighted me a ***** gift card for having to deal with the horrible employee's and the firearm that was obviously damaged, and was sent back to the manufacturer by myself. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  i filled a complaint a month ago still no resolution

  

  Business response

  03/19/2024

  Response has been submitted directly to the BBB

  

  Business response

  03/19/2024

  Update on this boat, When I got in this morning, I went through to find a status of the parts needed and I found both toons and center ********* ( New one not damaged one) the last part was delivered on 3/11/24. I will make sure the boat is in the service department next week to be completed. 

  Customer response

  03/19/2024

  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  An item of 350 dollars was ordered and lost/damaged. There was no communication between basspro and myself regarding the issue.14 days later a giftcard for the refund of the item was sent (I paid with a gift card).Was told to just reorder the item by customer service without them understanding that an order going missing and then not being replaced but refunded is very frustrating for a customer.Spoke with the customer service manager ******* who was very rude about the process and had no empathy for my situation as the customer.

  

  Business response

  02/28/2024

  The customer was refunded in full so a new order would need to be placed for the merchandise. The customer was offered additional compensation for the issue.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased camping/hiking gear at the ************* location, for the amount of ******. I purchased these items 1/03/24. I ended up not going on the camping trip, rather a vacation and dropped off the items to be sent to return via mail on 01/09/24. These items were sent to be returned to ****************, ** and was delivered to ****************, which Bass Pro used as their defense for not honoring any sort of credit. I have attached the drop off receipt from where I was on vacation, as we ended up not actually going on the hiking trip, and also have the tracking with proof of delivery. Regardless of what Bass Pro claims, I had sent out all of my items in a timely fashion, and have supporting documentation that proves I sent my items and where I sent them.

  

  Business response

  03/15/2024

  ******** was informed in February we did not receive his return. ******* return address was on the *** return label, but *** delivered the return to ****************, ** and not to ****************, **. Customer was advised to contact *** and file a lost claim with ***.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a firearm online, went to pick it up, filled out my firearms paper work. Then was told I couldn't purchase the fire arm because I filled out the paper work wrong, I checked a box on question 1 by accident. I have filled these forms out many times and never had a problem. It was filled in by accident. I couldn't change my answer. Now they tell me I'm banned from purchasing any fire arms for life from bass pro. I contacted the *** to apeal the denial to find out that it's not denied it didn't even get sent to them. And that it was stopped by bass pro. I contacted bass pro customer service and they say it's up to the store manager digression. I feel as my 2nd amendment rights are violated due to a simple mistake on my end and I do not deserve to be permanently banned from fore arms purchase to bass pro shops all I want to do is pick up the firearm I bought

  

  Business response

  02/27/2024

  We will review the purchase.

  

  Business response

  02/29/2024

  We will be contacting the customer after we review the form he filled out and the laws surrounding the question..

• Initial Complaint

  02/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an 800sx Tracker during a promotion and was to receive a $500 gift card. I called after 2 weeks had passed and was told the card was being handled by a third party but should be mailed the following week. It will soon be a month since the purchase and still no card or any communication from Bass Pro.

  

  Business response

  02/20/2024

  The gift card was emailed today to the customer.

  Customer response

  02/22/2024

  Complaint: 21310683
  
  I am rejecting this response because:
  
  I have not received the gift card in my email box or my junk box
  
  Sincerely,
  
  ***********************

  

  Business response

  02/23/2024

  The email was sent from email@trackeroffroad on 2/20. There is a link in the body of the email that the customer must click on to enter the *** of the unit they purchased to access their ecard. 

  

  Business response

  02/25/2024

  We will mail a gift card because the email gift card is not being received.

  Customer response

  02/26/2024

  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  February 17th 2024. We drove a long way to make a purchase and was denied the purchase because they were saving it for a sale next month.

  

  Business response

  02/19/2024

  We will research and contact customer. 

  Customer response

  02/22/2024

  They contacted us yesterday and said they would send us two chairs and would call us back today and work out details. We have not heard back from them yet. We are waiting for them to call again.

  Customer response

  03/01/2024

  Yesterday Feb. 29th we received a shipment of two chairs at a reduced price. We are satisfied now.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new firearm from the Bass Pro Shop Rocklin CA - Order Number: W206374205 After the background check and holding period I picked up the gun, the gun was boxed and they walk you out of the store. When I got home I started unpacking it and when I removed the forend stock I immediately noticed a *****/scratch through the bluing on the barrel. This area is covered by the forend when in its case and when assembled. I wrote customer service online, but since it's a firearm they were unable to help me. I was then instructed to call the store, the store manager in ******** was extremely nice but unable to help me since it's a firearm purchase. He instructed me to call ******** (the manufacturer) and file a service claim. I contacted ********, and they opened a repair ticket which requires me to mail them the firearm. The gun is still brand new in all of its original packaging, but I was not comfortable shipping it because they informed me that ******** will not be responsible for any damage or lost items in shipping - this is not a risk I am willing to take with a $5000 item. I then talked to their service manager about the issue I have (buying a brand new gun that came damaged) and he told me that ******** can't swap the barrels on this gun because they're all hand fitted to the receivers. Because of this he said they would likely try to repair the existing barrel, and their repair backlog is long so they might need to keep the gun for 6 months or more. Additionally, he could not guarantee I would not be charged for the repair. This is really unacceptable. I purchased a high end item and should not have to deal with any of this. I understand it's a firearm so my options for return of they item are not available, but I would like Bass Pro shop to make this right. I don't know who else to contact since Bass Pro customer service can't seem to help.

  

  Business response

  02/15/2024

  Management will review and contact customer.

  Customer response

  02/20/2024

  Complaint: 21294046
  
  I am rejecting this response because: its not a solution just a comment that they will contact me which they have not done. How are they going to fix this? 
  
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They have had my recreational boat for five months due to warranty issues and nothing is being solved Im paying on a loan for something I cant use there service department is absolutely ridiculous Ive called them several times get same response every time

  

  Business response

  02/14/2024

  Management will review and contact the customer.

  Customer response

  02/15/2024

  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Has taken to canceling my orders with zero notifications. Will attempt to give me the run-around when I inquire. I also have several orders which did not arrive that I do not believe I've been refunded for.

  

  Business response

  02/12/2024

  We are showing all orders have been refunded. We will verify with customer.

  Customer response

  02/17/2024

  Complaint: 21278823
  
  I am rejecting this response because:  All orders were not refunded.  I am still waiting to verify receipt of those found to be missing.  More importantly, the business seems unwilling of answering the following questions.  
  
  - The reason they chose not to inform me of their decision to not ship my orders.

  - The reason they chose to issue purchase notifications for orders they had no intent of shipping.

  - if it is their policy to refuse shipment/orders due to their package carrier of choice, on multiple occasions, never attempting a delivery?

  - Assuming the last question has something to do with the previous, as they refuse to answer, why not simply ship my order **** as they've stated was possible, and is stated on their website.

  Questions I had been willing to ignore and forgive before being treated like the above were unreasonable requests to make?

  - The reason for the extreme delay between returned purchases and refunds.

  - The reason why they had previously sent me refund notifications for the refund found to be missing, and then picked one to claim wasn't refunded due to being returned from *******, the same as the rest.

  It is currently their position that I am no longer allowed to make purchases on their website, due specifically to ******* silly silly games, which they appear to have been an active participant in. For these reasons, but mostly due to their insistence on continuing the behavior, I must reject their response.  Had they simply began conducting business in a reputable fashion, I likely would never have even noticed the missing refund, and certainly would have had no reason to make a BBB complaint.

  Sincerely,
  
  ***********************

  

  Business response

  02/20/2024

  We corrected our mistake of missing one refund and processed it. Due to all of the orders being returned for whatever reason, we have chosen not to accept any more orders. 

  Customer response

  02/22/2024

  Complaint: 21278823
  
  I am rejecting this response because:  Bass Pro Shop is one of the growing list of retailers who has chosen to conspire with ***** in order to deny me service.  I do appreciate that they are at least admitting that they have chosen to deny me this service due specifically to ***** defrauding them through no fault of my own, and due to their choice of package carrier.  While it is true they corrected their mistake from over 3 months ago, after numerous attempts via email, and finally a BBB complaint.  Why on earth would I accept a response that includes continued harassment.

  I do thank them for the valuable information they have been able to provide.

  
  Sincerely,
  
  ***********************

*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. ↩