Business Profile

Sporting Goods Retail

Cabela's Retail Canada Inc

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Cabela's Retail Canada Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

17 total complaints in the last 3 years.
6 complaints closed in the last 12 months.

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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:02/01/2025
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.
Dear BBB,

I purchased a multi-tool from Cabela's. It wasn't working properly, so I returned it for a refund (*** ****** ******** ******************).

It was delivered back to them on Dec 26, 2024, but I never received a refund. I sent them a few emails regarding this, but they have not responded and have not refunded me yet (until Dec 31).
Business Response
Date: 02/01/2025
Hi *******, your return was processed today, and a refund was issued to your credit card. You should see the refund on your card statement shortly.
Customer Answer
Date: 08/01/2025

Complaint: 22752794

I am rejecting this response because: I still have not received the refund.

Sincerely,

******* *****
Business Response
Date: 13/01/2025
Hi ******** as indicated in our previous message, your return was processed on January 2, 2025. We've attached a copy for your records showing a refund of $**** (the amount of your original order) was issued to your **** card ending in **. Most financial institutions will show refund amounts through their online banking portal within 3-5 days. Kindly check your online banking portal for this credit. If you have questions on the timeframe for your card issuer to process the refund we've issued, please contact your card issuer at the number found on the back of your credit card.
Initial Complaint
Date:13/12/2024
Type:Delivery 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 had made an order on Cabela’s.ca after postal strike. I called ahead to question how they were shipping products. I was promised that if I used a physical address that my package would be shipped going *** and I would receive it I a few days! To a week! So i reluctantly sent order ! And patiently waited ! I received confirmation email about shipment in few day! And was excited but noticed it was being shipped ****** ***** I immediately called and asked how it was even possible that ****** **** picked up or created a shipping number for order when They were on strike! But I was reassured it was a mistake email! Generated by system and parcels were still being sent out ups! As I did have a physical address in the shipping portion of my information. So I waited few more days. I then called again to ask update and was informed that no I was given to wrong info and my product was on a pallet in wearhouse waiting to go out ****** ****! They apologized and **** **** ******* ** *** some how used my billing address to shop product and that because it was already on the pallet I had to wait! I asked to talk to manager or supervisor and was told I would receive a call back next day I had to fall again as I did my get a call! And again the apologized for what had happened admitted it was a mistake email on there end but they were hopefull ****** **** would be back running in few days and to hold tight! I asked for refund so I could go purchase at the store and was told no refund could be issued once it was processed until it was returned back! When in reality it hast even left there facility! I asked for them to re send the product but again was told they couldn’t resend any product without the return of original product first when again my package is still in there wearhouse on a pallet for last two weeks! They refuse to help in any way! I was offed a very small amount gift card to help repurchase gifts for my kid! ***** *** **** ** *** ****** ** **** * ******
Business Response
Date: 17/12/2024
We’re sorry to hear about
your recent order experience. The items ordered have been reshipped via *** and
should arrive shortly.
Customer Answer
Date: 18/12/2024

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,

Sheena ******
Initial Complaint
Date:21/11/2024
Type:Billing 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 purchased fishing waders from their site on 10-31-2024

-I paid $******

-I contacted the store that the product was coming from and they told me that the product was new and unworn before.

- the box was damaged and taped up with shipping tape. Upon opening the package, I noticed that the waders appeared to be previously used—there were stains on them, and the most frustrating part was that the security tag was still attached to the chest area and not removed before shipping. The condition of the product raised serious concerns, especially given that I had been assured it was a new item. Customer service confirmed after making a complaint that the product that I received was not new. It was used as a display model.

- I received $** plus applicable taxes to cover the cost of time and funds I spent to get the security tag off but Cabela's is unwilling to adjust the price for receiving a product that was not new as I was told.

- To resolve this issue I would like to adjust the cost of the item to reflect the cost of a used item. They denied that after confirming that the item was a display model. * **** **** * *** ****** *** ***** **** **** ********** ** ******* **** ******
Business Response
Date: 26/11/2024
We’re sorry to hear about
your recent order experience and apologize for inconvenience caused by the
security tag which was not removed at time of shipping. When Mr. *** contacted
us, he was originally offered a 10% discount for the inconvenience caused by
the security tag. After discussing the products condition, Mr. *** was offered
an $** discount as compensation inclusive of the markings and security tag.
This discount has been credited to the customers **** card (amount refunded
after taxes was $*****). Mr. *** is welcome to return the product for a refund
if he chooses. A prepaid return label can be provided by contacting customer
service should you choose to return the item to have the balance of the order
refunded.
Customer Answer
Date: 26/11/2024

Complaint: ********

I am rejecting this response because:
The amount refund to me was to cover the cost for the security tag removal not for giving me a used product. I was told that the product was brand new by your sales staff. I'm unable to obtain the same model because I already contacted both stores and that have my size any they both stated that that item is also a display model. If they can find me the same item that's new I would exchange. If not I would like a my item discounted to make up for the fact that I was sold a display model and told that it was a used model.

Sincerely,

Ali ********
Business Response
Date: 01/12/2024
We have contacted the customer and come to a mutual resolution.
Customer Answer
Date: 02/12/2024

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,

Ali ********
Initial Complaint
Date:20/11/2024
Type:Sales and Advertising 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.
Cabela's had a product on sale for a specific price. I ordered it online, received a receipt. Cabela's refuses to honour the price they displayed, and the price indicated on my receipt.
Business Response
Date: 17/12/2024
Regrettably, the price temporarily seen for a brief period on November 6^th was a price error. As such, we were unable to fulfill Camp Chef Wall Tent Barrel Stove-Kit from the order. As stated in our general policies, typographic, photographic, and/or descriptive errors are subject to correction. We are sorry for any inconvenience this may have caused. A $** e-gift card has been sent to the email address on the order which can be used for a future purchase in-store or online. Attached is a copy of the email sent to the customer (******** *********** *** **** ******* **** *** **********).

Regards,

Brad

Bass Pro Shops & Cabela’s Canada
Customer Answer
Date: 17/12/2024

Complaint: ********

I am rejecting this response because: I understand there are ******** clauses in place for corrections. However I have an email and invoice confirming my online purchase at the originally posted sale value, prior to any corrections which should be honoured ** ********** **** *** ******** *********** ***** * **** *** * **** *** ****** ******** *** ********** ****** ***** *** ***** ******** ***** *** ********** *** ***** *** ******** ********

Sincerely,

Calvin ********
Business Response
Date: 20/12/2024
As previously communicated, we are unable to fulfill the Camp
Chef Wall Tent Barrel Stove-Kit ordered due to a price error. As stated in our
general policies, typographic, photographic, and/or descriptive errors are
subject to correction. We are sorry for any inconvenience this may have caused.
A $** e-gift card was sent to the email address on the order which can be used towards
a future purchase in-store or online.
Initial Complaint
Date:20/11/2024
Type:Delivery 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 placed an order for a product i saw in the flyer and have been told by Cabela's staff that it was an error and they cannot honour that price. They did nothing to resolve the issue. The price was clearly stated in the flyer and online website and had no mention of limited to one order per person. I ordered two, i called the Cabela's store November 20th for an update on my order and was told they cannot do anything for me.
Business Response
Date: 17/12/2024
Regrettably, the price temporarily seen for a brief period on November 6^th was a price error. As such, we were unable to fulfill Camp Chef Wall Tent Barrel Stove-Kit from the order. As stated in our general policies, typographic, photographic, and/or descriptive errors are subject to correction. We are sorry for any inconvenience this may have caused. A $** e-gift card has been sent to the email address on the order which can be used for a future purchase in-store or online. ******** ** * **** ** *** ***** **** ** *** ******** ********* *********** *** **** ******* **** *** ************

Regards,

Brad

Bass Pro Shops & Cabela’s Canada
Initial Complaint
Date:20/11/2024
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.
On November 6 I purchased 3 items from cabelas online. I was at the store but did not have space to pick them up that day so I orderd for in store pick up at a later date.
The price of the item was confirmed by an employee.
My brother purchased one, ******* ** ******** **** ** ******.
After 3 weeks I contacted Cabela's as I have got no confirmation.
They are telling me that the canceled the order because it was a mistake and that they have never sold them at that price, but I have proof that they did and that I ordered it under that price.
I would like the items for the price that they were being sold at.
Business Response
Date: 17/12/2024
Regrettably, the price temporarily seen for a brief period on November 6^th was a price error. As such, we were unable to fulfill Camp Chef Wall Tent Barrel Stove-Kit from the order. As stated in our general policies, typographic, photographic, and/or descriptive errors are subject to correction. We are sorry for any inconvenience this may have caused. A $** e-gift card has been sent to the email address on the order which can be used for a future purchase in-store or online. ******** ** * **** ** *** ***** **** ** *** ******** ********* *********** *** **** ******* **** *** ************

Regards,

Brad

Bass Pro Shops & Cabela’s Canada
Initial Complaint
Date:12/04/2024
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 ordered a fishing rod case from Cabela's Canada.

The staff ********* sent me a broken rod case. The staff member was so very ignorant, they attached the broken part back to the case with an elastic band.

I paid $** in shipping to have the product delivered to me on time.

When I contacted the business they refuse to refund the shipping cost, or to expedite a replacement product out.

The business representative forced me to do all the investigation work myself, take photos send emails, then I have to take time out of my busy day to run over to the post office and send the item back.

This is not the first time I have had the issue with this business either.

They extend no apology, they don't provide any courtesy credit, they don't except responsibility for the damage, they won't even expedite a replacement as a courtesy.

I would like to have my shipping expenses returned to my original payment method, and a replacement product expedited.

I paid the shipping cost to receive the product on time for a scheduled event, the business did not deliver.
Business Response
Date: 12/04/2024
We're sorry to hear you received a damaged item. A refund has been issued for shipping fees charged at time of order and a call center outfitter will be reaching out to assist with exchanging the item.
Customer Answer
Date: 12/04/2024

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,

Ross ********
Initial Complaint
Date:12/02/2024
Type:Delivery 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.
*** ***** ******** ******* * **** **** ***** ***** **** **** ****** **** **** ******** *** *** *** **** ** *** ******* ****** **** ******** ******* *** ********** **** ************** ** * *******.

My shipment was lost and Cabela's refused to send me a replacement until their investigation was complete. It took over 4 weeks and 5 phone calls to customer service asking for an update until it was finally "escalated", meaning someone at Cabela's finally contacted the shipper and confirmed my package was lost. I was told that they would now try to send me a replacement, but then after now 6 weeks and 7 phone calls to customer service, I was told they would not be able to fulfill my order as they are all sold, and that I would be receiving a refund.

I spoke with Call Center Team Lead, Michael, who offered me a off-brand, lower end, cheaper model of what I had originally purchased. I explained to him that they weren’t comparable, and that the model he was offering didn’t have all of the same features. I asked him if he would be willing to send me the closest model they had of the same brand as my original order that was included all the same features and settings, but he was unwilling to do so because it was slightly more expensive. He was only willing to offer me a cheaper model that was worth less than what I had originally purchased, or a $** gift card.

After six weeks of Cabela's refusing to fulfill an order that I had already paid for. Having to contact them repeatedly and pretty much beg for traction, I was ultimately given a lower quality product than what I had paid for, because it was that or nothing.

******** ******* *** ********** *** ******** ******** ******* *** ********** ** **** **** **. Severely disappointed.
Business Response
Date: 13/02/2024
We have reached out to the customer and have come to a mutually agreed resolution.
Initial Complaint
Date:05/12/2023
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.
I returned one cross bow to be fixed . I returned to be fix after 3monts waiting. I stop by the store the bow is ready after inspection I see some damage. Damage the broken part been replaced but is loose in Some parts Broken and missing rope on the cross bow. In after talking with the Manager at the establishment. I can do nothing. This is Inacceptable I asked for new one . I buy for my son Christmas present. In Crank the cross bow snaps on his face. Not very good for one Brand New crossbow. I love you store but for the moment. I wait to buy another thing. thank you.
Business Response
Date: 06/12/2023
Good afternoon,
We've reached out to the management team at our Abbotsford store to contact you regarding this purchase. We understand you are at the store currently working with our outfitter Karl who will assist you with resolving outstanding issues.
Thank you.
Initial Complaint
Date:04/07/2023
Type:Sales and Advertising 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.
May 30 2023
I walk into Edmonton South location ** ******** *****, notice a sign that says Yetis cooler for $*****, talked to every manager and they will not honour ***** ******** ** **** * ***** ** *** ***** Talked through many people Kris, Dylan, Steve, Roman and Brad. Brad says he was the highest person to complain to and that was that. Because I didn’t like what he had to offer there was nothing else to do. He ended up hanging up on me when I was asking him to confirm that he won’t honour the mistake. * **** ** ** *********. * **** ** **** ** **** ****** ** *** **** ********* **** ******* * **** **** **** ** ***** ** ********** ******** ***** *** ********** **** *** * **** ***** ********** *** * **** ******* ****** ******* ***** ****** ***** ****** ***** ****** ** ** ****** *** *** ******* **** ***** ** * **** ****** ** **** **** **** *** **** ****** *** *** Brad wouldn’t budge on honouring their mistake. Every single employee I talked to was upset with me trying to get the honoured price that the sign said. They told me I should’ve checked the barcodes to confirm… *** ** **** *** ********** *************** ***** ***** ***** ***** ****** *** *** *** **** *** ** ****** I don’t understand why I was treated so poorly. ***** ****** ** ****** ********* *** **** ***** **** ******** **** ***** I want the yeti cooler(s) at the price the sign said & apologies from the company.
Business Response
Date: 07/07/2023
The sign referenced in the photo was directly
above a bin which contained coolers on sale for the price point referenced on
the sign. The customer while in the store, picked up a Yeti cooler from another
area of the store where the product selected was signed at its regular price
(item selected was not merchandised by sign referenced). As product
selected did not match the product number or regular price point shown on the
sign, it was explained that it would not be sold at the sign price. Customer was
offered the opportunity to purchase any one Yeti cooler at a 30% discount (the
advertised saving percentage listed on the sign). Multiple managers have spoken
to the customer.
Customer Answer
Date: 07/07/2023

Complaint: ********

I am rejecting this response because:
The sign says what it says, I expect a yeti cooler at the price the sign says it for. ******** ******** **** **** ** *** *** **** **** **** ** ** ** ** *** ****** ** * ************* * **** ** ** ********** **** **** ** ********** ** ***** I am not impressed with any of the managers, **** ** **** **** ************* Why are the upset with me that they made a sign mistake? ***** ****** ** ** ****** *** *** I shouldn’t be treated the way I have been over wanted them to honour their mistake. ********* ** *** *** ** ***** *** *******. Make right of this mistake. I have also returned over $*** of items because of this.

Sincerely,

Koryn *****
Business Response
Date: 10/07/2023
Customer is welcome to
revisit the retail location to purchase any one Yeti cooler from our assortment
at a 30% discount (the saving percentage referenced in the photo). As
previously explained, the item selected for purchase was correctly signed
at the regular retail price from the display in which it was removed. As the
product selected did not match the product number or regular price point shown
on the sign referenced, it unable to be sold at a further discount than the 30%
off which has been offered. Should you decide to purchase a cooler at the 30%
discount offered, simply return to the store and visit the customer service desk.

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Cabela's Retail Canada Inc is NOT a BBB Accredited Business.