Complaints

This profile includes complaints for Academy Sports & Outdoors's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Academy Sports & Outdoors has 222 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Academy Sports & Outdoors

  1800 N Mason Rd Katy, TX 77449-2826

• 

  Academy Sports & Outdoors

  661 Blanding Blvd Ste 700 Orange Park, FL 32073

• 

  Academy Sports and Outdoors

  7513 North IH-35 Austin, TX 78752

• 

  Academy Sports and Outdoors

  7130 Eastex Fwy Beaumont, TX 77708

• 

  Academy Sport & Outdoors

  2501 S. Broadway Edmond, OK 73013

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called customer service on December 12-14 2024 regarding returning an item the customer service agent instructed me to ship item to the store. Shipped item back to the store on the 16th waited approximately two weeks still no refund called in to customer service once again to inquire about this return. New agent states that there’s no record of my return and that was improper to ship item back to the store. Upon getting that information, I elected to speak with management and was directed to new agent that could help I do not have a tracking number. I have been told that we are waiting on the store to confirm if item has been received by them. This is going on four weeks now and I’ve been waiting for a refund. I have also been waiting to hear back from the store approximately two days since my escalation call

  Business Response

  Date: 01/16/2025

  Dear Valued Customer, 
  
  Thank you for choosing Academy Sports + Outdoors.? We value you as a customer and appreciate your feedback.

  We have reviewed your concern and we communicated with you advising that we are happy to continue working toward a resolution that is mutually acceptable.  We remain open to further communication as additional information is required to consider the complaint closed.
  
  Thank you again for choosing Academy Sports + Outdoors.? If you have any questions or additional comments, please feel free to contact us via online chat or at 1 888 922 2336. Have a good day. 
  
  Sincerely, 
  
  Customer Care Team?? 
  Academy Sports + Outdoors 
  www.academy.com 

• Initial Complaint

  Date:12/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase on 12-20-2024 at academy sports and outdoor online. I was charged $1070.98. I then realize my account had two pending charges for the same amount of $1070.98. The order I placed was to have all matching outfits for my family members. I was already missing things that I needed to go get from another store. Well my account is now on hold because of the hold pending twice. So I am not able to finish shopping before Christmas. I then call and am told if I pick up my order it will fix itself. I send my husband to pick up the order. They ask him to come in because one of the shoes we had ordered which ends up being his had two left feet. So he picks another pair which did not match so I had to fix this. Then I realize the manager considered the two pairs of shoes the same price which was not. He comes home with a receipt that I emailed the company. I have been in contact with this company every day and for hours being told to do one thing or another to get my money returned to me. My husband brings home a bag of items from the order and many items were missing. I get some refunded. I then get given release numbers to have my bank release the double amount. Which in turn did not work. They told me it’s Apple Pay’s fault so I call them to hear they are not denying anything and my account through them is perfectly fine. Going back and forth with this company has pushed me to never want to shop with a company like this again. I am suppose to be charged $808.93 with a refund of $112 something. I also ended up with womens shoes instead of men and an item they did mail out. However I’m still looking at a charge in my account of $921.21 instead of $808.93 with a refund of $112 missing. Today I spoke with a women who has told me I should only be charged $808.93 that includes my refund. This experience has been the worst ever. They modified my Christmas, they sent me on a goose chase all week looking for the items they cancelled and did not show up n my original.

  Business Response

  Date: 01/02/2025

  Dear Valued Customer,? 
   
  Thank you for choosing Academy Sports + Outdoors.? We value you as a customer and appreciate your feedback.  
  
  We have reviewed your concern and contacted you with a resolution that has been accepted. At this time, we consider this complaint resolved with no further resolutions.? 
  
  Thank you again for choosing Academy Sports + Outdoors and we look forward to assisting you.? If you have any questions or additional comments, please feel free to contact us via online chat or at 1 888 922 2336. Have a good day.? 
   
  Sincerely,? 
   
  Customer Care Team??? 
  Academy Sports + Outdoors? 
  www.academy.com? 

  Customer Answer

  Date: 01/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:12/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/16/2024, I made an online purchase via the Academy.com website. Upon receipt of the box, no receipt or packing slip was included in the box. I did retain the email and a text message that was sent when the package left their facility. I have attached the email below. The wrong size was sent and upon taking the product to the store to return I was 1) informed that I’m not able to get full return due not having the invoice that was supposed to be in the box. I had the original shipment box with the shipment label, I had the email that was received from Academy, and I had the text message with the order number. The manager Lawrence Delco came over with a very bad attitude. I was provided a lesser value than I paid even though I had all of the documentation. I was given attitude, and told that I no choice, and could either take it or leave it. I would like an explanation as to why I was mistreated during this entire process. I had my driver's license which showed that my identification and the shipment address was the same. I would like to speak to someone with a solution to contact me. I don’t understand how any company could allow such vile people (specifically the store manager, Lawrence Delco) to be involved and part of store management. The manager walked over and rolled his eyes and expressed his lack of any concern. He was rude and condescending.

  Business Response

  Date: 12/27/2024

  Dear Valued Customer, 
  
  Thank you for choosing Academy Sports + Outdoors.? We value you as a customer and appreciate your feedback.

  We have reviewed your order and concern and have contacted you with a resolution that has been accepted.  At this time, we consider this complaint resolved with no further resolutions.

  Thank you again for choosing Academy Sports + Outdoors and we look forward to assisting you.? If you have any questions or additional comments, please feel free to contact us via online chat or at 1 888 922 2336. Have a good day. 
  
  Sincerely, 
  
  Customer Care Team?? 
  Academy Sports + Outdoors 
  www.academy.com 

• Initial Complaint

  Date:12/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid several hundred dollars for the delivery of an oversized item for Christmas. Upon arrival, they stated they just deliver and we would have to sign for box as they don't open it. We opened the box the next day and the wood was smashed on one side. I called Academy and sent them pictures and they advised they couldn't replace the item as they were sold out, however, they could refund the money once returned. We immediately setup a return pick up date the following Monday and they advised it would be from 8a to 6p on 12/23. I took off work for that day, however, at *** I contacted the return company as I had yet to hear from anyone. They advised the pickup was never scheduled by Academy. Due to holidays, they can not pickup until 1/3. I requested to speak to a supervisor as this almost a 300 pound box that is over 9 feet long in my front room. They advised the earliest they could pick it would be on 12/30 but again I'd have to be available from 8a - 6pm again. I still cannot get a refund until they pick this up and now I will be out of two days leave as well for damaged goods.

  Business Response

  Date: 12/24/2024

  Dear Valued Customer,
   
  Thank you for choosing Academy Sports + Outdoors. We value you as a customer and appreciate your feedback.  
  
  We have reviewed your concern and contacted you with a resolution that has been accepted. At this time, we consider this complaint resolved with no further resolutions.
  
  Thank you again for choosing Academy Sports + Outdoors and we look forward to assisting you. If you have any questions or additional comments, please feel free to contact us via online chat or at **************. Have a good day.
   
  Sincerely, 
   
  Customer Care Team
  ********************** + ********************** 
  ******************************

  Customer Answer

  Date: 12/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Although they have yet to pickup the damaged item as promised, they have agreed to refund the amount paid today.
  
  
  
   
  

• Initial Complaint

  Date:12/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around 12/7/24 I bought a Pickle ball paddle. The very next day, I used the paddle for 3 pickle ball games, and after my 3rd game a friend of my noticed it was damaged. When trying to return it, telling the customer service the issue. They refused to return due to the fact it was used for 30 minutes...

  Business Response

  Date: 12/23/2024

  Dear Valued Customer,
   
  Thank you for choosing Academy Sports + Outdoors. We value you as a customer and appreciate your feedback.  
  
  We have reviewed your concern and contacted you with a resolution that has been accepted. At this time, we consider this complaint resolved with no further resolutions.
  
  Thank you again for choosing Academy Sports + Outdoors and we look forward to assisting you. If you have any questions or additional comments, please feel free to contact us via online chat or at **************. Have a good day.
   
  Sincerely, 
   
  Customer Care Team
  ********************** + ********************** 
  ******************************

  Customer Answer

  Date: 12/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:11/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We received a stadium Academy brand chair that was a gift. No receipt but their brand. Papers still on item, never used. We brought it back to ***** location where they wanted to offer us $3.64 for return. We looked in store and found same chair, no sales, and it rings up $29.99! We talked to store manager and he said he cant do anything and gave us the number to the customer care. We immediately felt like no service and rejected. The lady on the phone told us they cannot do anything, its the system. This is cheating people. Its one thing if you can buy it elsewhere and no papers for it or if it was on clearance. Sad time we live in.

  Business Response

  Date: 11/13/2024

  Dear Valued Customer, 
  
  Thank you for choosing Academy Sports + Outdoors.? We value you as a customer and appreciate your feedback. We have reviewed your concerns and reached out to you via email and phone to discuss possible resolution options. Since we have not received a response from you so far, we want to emphasize that we are eager to work with you toward a resolution and are open to further communication.
   
  Thank you again for choosing Academy Sports + Outdoors and we look forward to assisting you.? If you have any questions or additional comments, please feel free to contact us via online chat or at **************. Have a good day. 
  
  Sincerely, 
  Customer Care Team?? 
  ********************** + ********************** 
  ****************************** 
   

• Initial Complaint

  Date:10/28/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10-17-24 | Ordered Mosaic Kingsland II 42 in Gas Fire Pit online for store pickup at Academy Store #**** (**************)10-18-24 | Picked up Fire Pit from store. Assembled product. Used product successfully but with difficulty lighting. Took several attempts with k*** and ignitor for fire to spark.10-20-24 | Used product successfully with difficulty lighting. Same challenges as on 10-20-24.10-24-24 | Unsuccessfully attempted to light fire pit. Opened case [Incident: 241024-001613] with Academy to confirm I could return product to store without original packaging as it had been discarded.10-25-24 | Received confirmation from Academy that I can return defective fire pit to store for refund processing 10-26-24 | Purchase large heavy duty box from ********** $29.99 to transport disassembled fire pit. Spent 2 hours disassembling and repackaging. Travel to store. In store manager refuses to process refund due to (1) Product not being in original packaging and (2) Product being used. I left the fire pit at the store and it is currently in the possession of Academy Store #****. However, a refund has yet to be processed.Unacceptable and terrible customer experience. Requesting 1 - Total refund of fire pit ($213.99)2 - $50 store credit to compensate for time and monies spent due to the unfortunate experience of defective product sold by Academy.

  Business Response

  Date: 10/28/2024

  Dear Valued Customer, 
  
  Thank you for choosing Academy Sports +Outdoors. We value you as a customer and appreciate your feedback.
  
  We have reviewed your concern and contacted you with a resolution that has been accepted.  At this time, we consider this complaint resolved. 
  
  Thank you again for choosing Academy Sports +Outdoors and we look forward to assisting you. If you have any questions or additional comments, please feel free to contact us via online chat or at ************. Have a good day. 
  
  Sincerely, 
  
  Customer Care Team
  ********************** + **********************
  ******************************

  Customer Answer

  Date: 10/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:10/14/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  September 10 I bought a bike paid $270.61 September 16 I found the bike in tube is popped so I went back to store for help on September 18. The customer service refused to replace or return but asked me to pay for a in tube so they could repair . I paid $10.81 for a in tube that they chose for me. They told me it will take no more than 14 days to repair. They will notify me when its ready but I never got any phone call from them. I waited for 24 days. October 12th I tried to call to check if its ready to pick up but the call wont get through. I called customer support they eventually connect with them and they said the in tube that they picked up was wrong. They need me to be there to buy a new one so they could repair. As a professional place they sold a defective product and when customer ask for help they couldnt find a right size in tube for a customer. Very unprofessional. When I asked why I couldnt get replace or return. They told me that is my fault . So it sounds like choose this defective bike is all my fault so I deserved all this things happened. I was very disappointed. I request return the bike. I dont want to deal with this place any more.

  Business Response

  Date: 10/15/2024

  Dear Valued Customer,? 
   
  Thank you for choosing Academy Sports + Outdoors.? We value you as a customer and appreciate your feedback.  
  
  We have reviewed your concern and contacted you with a resolution that has been accepted. At this time, we consider this complaint resolved with no further resolutions.? 
  
  Thank you again for choosing Academy Sports + Outdoors and we look forward to assisting you.? If you have any questions or additional comments,please feel free to contact us via online chat or at **************. Have a good day.? 
   
  Sincerely,? 
   
  ************* Team??? 
  ********************** + **********************? 
  ******************************************************************;

  Customer Answer

  Date: 10/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order some shoes, the order arrived as a used item not brand new. There are socks in the shoe from the previous buyer who returned. The outside/bottom of the shoes also have soil/dirt. This is a sanitary and legal issue that I was not sent a brand new product. Tried to return item in *********** told I could not bc the item appears used. I have an email confirmation of when the item was delivered (1 day ago) and photos of the condition of the item.

  Business Response

  Date: 09/30/2024

  Dear Valued Customer, 
  
  Thank you for choosing Academy Sports + Outdoors.? We value you as a customer and appreciate your feedback.

  We have reviewed your order and concern and  have contacted you with a resolution that has been accepted.  At this time, we consider this complaint resolved with no further resolutions.

  Thank you again for choosing Academy Sports + Outdoors and we look forward to assisting you.? If you have any questions or additional comments, please feel free to contact us via online chat or at **************. Have a good day. 
  
  Sincerely, 
  
  Customer Care Team?? 
  ********************** + ********************** 
  ****************************** 

• Initial Complaint

  Date:09/05/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email for an order I did not make. It had my name on it but another address. I contacted customer service and it appears that someone ordered something in store and a staff member just chose my email address to apply the order to.I am very concerned about the use of my PII and how it has been handled.I contacted customer support again to remove all of my data from Academy (I do not trust that they handle my info correctly) and I was told I had an open order (again- not my order and it has been confirmed not to be my order by customer service) but I was told that I cannot have my info deleted because of that erroneous order. This is absurd. I want my data removed asap.

  Business Response

  Date: 09/06/2024

  Dear Valued Customer, 
  
  Thank you for choosing Academy Sports + Outdoors. We value you as a customer and appreciate your feedback. We have reviewed your concern and reached out to discuss a resolution. Please note that the customer is required to validate their personal information prior to the company taking action on deletion.
  
  To make your request, please click here to complete the Privacy Request form for deletion.
  
  Thank you again for choosing Academy Sports + Outdoors and we look forward to assisting you. If you have any questions or additional comments, please feel free to contact us via online chat or at **************. Have a good day.
  
  Sincerely, 
  
  Customer Care Team 
  ********************** + ********************** 
  ******************************