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Business Profile

Sporting Goods Retail

Cabela's Retail Canada Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sporting Goods Retail.

Complaints

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

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Cabela's Retail Canada Inc has 4 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/07/2023

      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.
      We placed 2 orders on the Cabela's Canadian website. The expected delivery date of orders on this website is not indicated during the order completion process. It took Cabela's 3 days to send us an email after we put in our orders to let us know that our orders would be delivered by *** at a date that is not suitable for us. I called Cabela's customer service in an attempt to speed up delivery or cancel our orders but was essentially told that there is nothing that we can do about it. The customer service representative kept claiming that their shipping policy mandates for shipping within 10 working days but this policy is hidden on their website and does not appear anywhere when placing an order. This is an unacceptable manner to conduct business as most other online retailers indicate the expected delivery date before we complete our orders, which had it been the case when we placed our orders from Cabela's, we would have decided not to order from them because the items will be delivered too late to have any usefulness to us.

      Business Response

      Date: 05/07/2023

      Good Morning,

      We're sorry to hear that the estimated delivery time is longer than anticipated. Orders are shipped using standard (ground) shipping with estimated timeframes shown during the checkout process (see attached sample). You're welcome to return each order for a refund. Simply refuse the parcel at time of delivery (and the carrier will automatically return the items to us) or ship the items back using the prepaid return label included with your order. A refund will be processed once the items are received at our warehouse. Alternatively, items may also be returned to any of our retail locations for a refund.

       

      Customer Answer

      Date: 05/07/2023

       

      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,



      Luc ******
    • Initial Complaint

      Date:24/01/2023

      Type:Billing 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 January 6th, 2023 I purchased 2 small knives, a propane heater and a hose recommended by Cabela's to go with the heater. The transaction number was #******* with a total value of $****** which was posted on my ****. Shortly after Cabela's starting charging my **** with seemingly random amounts that had nothing to do with the order items. The knives were $***** each and posted as such and then also as $*****. The hose was charged and shipped separately and it arrived in about a week. However, additional charges appeared which were not the knives or the heater. For example, $****** and $ ***** are the latest. I contacted Cabela's through their Facebook page using Messages and asked about the order. I also posted questions about the seeming random charges. These posts were removed from their FB page. I re-posted, they deleted. Over the course of the next few days I messaged, and phoned Cabela's and eventually decided to cancel the heater which they couldn't tell me a shipping date for. Online their customer service person said they'd look into the cancellation. I also phoned and that lady also said she'd request the cancellation. The following day I got a voice mail saying that the cancellation was successful ( * **** **** *******). They were unable to tell me when the knives would shipped as "they were very busy"! On Jan 14th Cabela's charged my **** $***** and then on the 19th $*****, $******, $*****, and $*****. So, charged the knives twice and two other amounts that are not the $****** heater nor do they add up to $****** taxed or not. I have disputed these charges with **** but nothing has been reversed. I have told Cabela's that everything I receive is going back but at this point that is only the hose. Cancelled heater still charged (or something else x2) and no knives but 4 charges. Resolution: cancel knives and heater and credit my **** immediately. ***** ******* *** *** ********** ******** *** ******* * ***** ** * ****** ******** ** *** ************

      Business Response

      Date: 24/01/2023

      Only
      one of the two heaters that the customer ordered were cancelled. The order
      total is $****** (For items that have shipped)


      We
      charge the customers card as the items ship out. The total of all charges will
      equal the order total amount. Here is the breakdown:


      Item#
      **** - MR. HEATER BIG BUDDY WITH FAN MH18B - Shipped January 18th on
      Tracking# ****************** (Order total $****** the charges were ************************)
      Item# ********* - CABELA'S FOLDING KNIFE, RED, # and Item# ********* - CABELA'S
      FOLDING KNIFE, ORNG,  Shipped on January 14 on Tracking# ****************** (Order total $*****)
      Item#
      **** - MR. HEATER 12' BIG BUDDY HOSE W REGULATR Shipped on January 10 on
      Tracking# **************** (Order total *****)
      Total
      Charges to customers card are $******

      As he has requested that the heater be cancelled and the knives have not delivered, we have requested *** to return to sender. (Because he has disputed the charges with visa, we cannot refund once it is returned to us as it will be a chargeback and he will receive his funds back from that.)

      Customer Answer

      Date: 24/01/2023



      Complaint: ********



      I am rejecting this response because: I thought I was clear the first time but perhaps not: First of all, I NEVER ordered two heaters, only one. The total of 4 items was $****** which was 2 knives, one hose, one heater. As I stated the hose was charged and shipped correctly. I cancelled the one heater and have a recorded phone message confirming it was cancelled. As I stated, my **** was charged ******** * ****** on the 14th AND ******  *** ******  on the 19th. All for the knives I don't have.  ******** ******** ******* ** *** ***** *** ***** ***** ****** **** **** ********* **** **** ** **** **** ******** ******* **.  I just went to my **** account and it confirms all the charges I mentioned.  **** ******** ******* ***** ** ***** ** **. Nothing I purchased cost $*******  



      Sincerely,



      James *** *******

      Business Response

      Date: 25/01/2023

      The heater shipped, it was not cancelled. I have requested it to be returned to sender. Because the charges were disputed you will receive the money back from the chargeback that will happen through your **** provider. 

      The charges add up to the total of the heater, you are correct you did not order anything that was ******, but the ************************ * ****** The price of the heater with the taxes etc.

      Customer Answer

      Date: 25/01/2023



      Complaint: ********



      I am rejecting this response because:

      I am not satisfied with how Cabela's have handled this complaint. First, their website says delivery in 7 days. I didn't even inquire about the status of my order until after 14 days. Then I was told they "were busy". At that time the knives and hose had been charged to my ***** I asked the lady I spoke with to cancel the heater and she said she would inquire and see if it had shipped. She called back the next day and said she was able to cancel it. Never was there a mention of additional charges as cited yesterday. Cabela's needs to cancel/reverse/settle the **** charges from the disputed items on my **** in full. I went to hear from them that that is what they are going to do.  If they had said "the item has shipped" I would have waited for it instead of buying another. It may have shipped since but I don't believe it had shipped when they told me the order was cancelled - and I repeat I have this voice mail saved.

       

      Moreover, could someone at Cabela's please tell me how and why they think it is acceptable to charge my **** with assorted charges ($****** ******* ****** *** *******) instead of the ticket price of $****** which would have been easily identified. Further, how did they come up with those figures?  The answer, clearly someone made an error and charged the knives twice ($***** *** **** ****** *** ******) Instead of acknowledging the error as well as the $****** error for the heater they compounded it all by tacking on another $***** and expecting it to be fine. It is not. **** **** * ************** ** **** **** **** ******** ****** **** *********** *** ********. To date no apology for the errors/confusion and up-set they have caused. ****** * *** ***** ** *** *********

      The math adds up to the original $****** purchase and if my **** is corrected in the next week AND if I get no grief from the Cabela's store ** ****** when I return the hose - it will have been over a month since ordered - I will accept their response. I need to see $****** in total reversed/credited/cancelled call it what you like on my **** (**** **** ** ****** **** ****** ** ***** **** * *** ******* ** ****** *** **** ** ***). I also need to receive the knives which they say shipped over a week ago.

      *** ****** **** ** ** **** ***** ** ***** ******** ** ******** *** **** **** ** ** **** **** ***** **** ******** **** ** ****** ************* 



      Sincerely,



      James *** *******

      Business Response

      Date: 16/02/2023

      Upon review of the customers order, the order was too late to cancel as the goods had already been shipped. We did submit a request to the carrier to have the items returned to us, however the product was too far into the delivery process to be rerouted and each shipment shows as successfully delivered to the customer. The product was shipped in 3 boxes, ***** ** ******** ** ********. The customer is welcome to return any unwanted items to us for a refund. ******** ** * ******* *** ****** ***** **** *** ******** *** *** ** ****** ******** Please ensure to include a copy of the return form in each box with product being returned using the prepaid return shipping label. As previously mentioned, the sum of all charges add up to the total order cost. **** ******** *** ******** ***** ** *** *** ***** *** *********

       


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      ***** * ***** * ***** * ****** * ******





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      Regards,

       

      Brad

      CSD Operations Manager

       

    • Initial Complaint

      Date:11/01/2023

      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.
      Order Number: ******* Order Date: 11/29/2022
      BILLING INFORMATION ******* ******** * ****** ***** *** *** ******* ******** *** **** ****** ***** *** ****


      SHIPPING INFORMATION ******* ******** * ****** **** ******* ******** *** **** ****** ***** *** **** *******************

      YOUR ORDER
      1 $*****
      RedHead® Men’s Bull Creek Long-Sleeve Shirt Jacket - M - Green/Navy Plaid
      $*****

      Purchased the above November 29th. Received 2 of 3 items in the order. Above is the item not received. Called customer service on December 19/22 received a tracking number no offer of a re-ship. Item not received. Called customer service Jan 3. They state 2 tracking numbers had been assigned to the item and both invalid. Item was never shipped. Offered to process refund. I agreed. Called January 4 to talk to supervisor to escalate refund as it had been since Nov. 29. C/S took my number for a supervisor to call me back. No call was received. January 11th still no refund has been processed.

      Business Response

      Date: 11/01/2023

      The refund has been processed on our end. The customer will receive the refund depending on their financial institution typically within 7-10 business days. 

      Customer Answer

      Date: 12/01/2023

       

      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,



      Colleen ********
    • Initial Complaint

      Date:20/12/2022

      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 ordered an item from them online over a month ago and have never received it. I’ve waited on hold at their 1-800 number for more than a total of 5 hours without ever reaching anyone. I’ve called my local store numerous times to be met by staff completely unwilling to help me. I’m out $400.00 with no product, no shipping info and no company to contact about it. Not even an email address I can reach out to. *** **** **** ** ** ****** ***** * ******* ** ******* ******** ** **** * ******* *** *********** *** ** *********** **** ***** ******** *** ** ***** ******** ** *** ******. ******** ********* **** ******* ******** **** **** **** *** ******* **** ** **** ***** ** *** *** ***** ***** *** ******** **** **** ****** *** ******* ** **** ***** **** **** *** **** ******* ********* *** ***** ***** **** *** **** *****

      Business Response

      Date: 20/12/2022

      Sorry to hear you've had trouble reaching us. We recently experienced higher than usual holiday call volumes. We've looked into your recent order which was placed on December 4th (approximately 2 weeks ago). As indicated in the order confirmation email, shipments sent to our Halifax store may require up to 3 weeks to arrive. Tracking information is not available for orders sent to a retail location as these orders are sent on trailers along with inventory for sale in our retail locations. You will receive a phone call from our Halifax store when your order is ready for pickup. Based on transit time, the store will contact you shortly. Should you need to contact by email, there is a contact form available on our website* ********************************** We appreciate your patience and hope you enjoy your new gear shortly.

      Customer Answer

      Date: 20/12/2022

       

      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,



      Melissa ******
    • Initial Complaint

      Date:07/10/2022

      Type:Customer Service 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.
      On October 3, later in the evening, I purchased a gift certificate to be texted to my brother the next day for his birthday. First thing the next morning, I realized, I had made an error with the phone number. I started calling the company immediately to ask them to cancel the gift certificate (it was not yet posted on my credit card) and reissue the gift certificate to the proper number. Had they answered my call asap, I feel this would have been quickly and easily resolved. After 24 hours, 6 phone calls, two emails, I gave up on hearing from them. I could not get a person on the phone(I waited 15-20 minutes each time). It is now October 6 and I have not yet received a reply to my email either. I made an error but it was easy to fix by them just cancelling the gift card that was issued and resending it to the correct phone number. I feel am entitled to my 50$ back as I acted immediately to fix the error but could not get a company reply.

      Business Response

      Date: 07/10/2022

      Good morning,

      I have found the duplicate orders and requested that her
      original order is refunded. She should see the refund within 7-10 business
      days. 

      Thank you.

      Customer Answer

      Date: 07/10/2022

       

      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,



      Brenda *****
    • Initial Complaint

      Date:24/08/2022

      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.
      A rifle was purchased under in-store online order  Rifle have engraved mention
      of caliber [ 6.5 Creedmore ] but also reff to reading manual before using the rifle. Manual provided
      in the box also mentions on cover that read manual before using this rifle. But when I opened
      manual - it talks about every other gun manufacturer is selling in Canada except one which I
      purchased.  When contacted Cabela's Abbotsford in person- i went through cold
      response and comments by its concerned customer care employees [ "I cant help- Cabela's don't
      print manuals" ] [ You should contact manufacturer - we cant help in this case ] and then one
      employee Mr. ****** promised to talk with Manager and Manufacturer and get back to me. That
      never happened and after waiting- I called store and talked with Manager Bryan on August 11,
      2022 after 4pm - He was angry, became judgmental and asked me to contact manufacturer ***
      **** ***** *** ***** ******* ** **** * ****** *** **** ** *** ** *** ****** **** ***** *****
      ******* I contacted ****** **** through Social Media and they replied that they haven't
      printed this manual yet.
      I DO NOT FEEL SAFE IN USING THIS RIFLE - because I have no proper manual and
      understanding of what bullet type I should use with this model. And if tomorrow any accident
      happens - liability is on me because manufacturer repeatedly saying- READ MANUAL BEFORE
      USE.
      I want to get another rifle - do not want to use ****** **** rifle with incorrect manual.


      Business Response

      Date: 24/08/2022

      The manual included with the firearm has important safety information which applies to all calibers of the Axis firearm line. The manual, like most firearm manuals is not caliber specific as the operating instructions focus on the use of the firearm (safe usage, loading, unloading, etc.). With reference to ammunition, the manual states "Be absolutely certain that the ammunition you are using matches the specifications that are contained within the gun's instruction manual and the manufacturer's markings on the firearm barrel." As mentioned by the customer, the barrel is stamped with "6.5 Creedmore" which means only 6.5 Creedmore ammunition can be safely used in the firearm. The manual provides further information that "Hand loaded or reloaded ammunition deviating from pressures generated by factory loads or from competent recommendations specified in reputable hand loading manuals can be dangerous, and can cause severe damage to guns and serious injury to the shooter." Commercially available ammunition manufactured to SAAMI (Sporting Arms and Ammunition Manufacturers Institute) or ANSI (American National Standards Institute) for 6.5 Creedmore meets the specification above. The ammunition references included for select calibers indicates the type of ammunition that ****** used when evaluating the firearm. ** ***** ** *** ****** **** ******** ** *** ********* ****** indicated that 6.5 Creedmore rifles were evaluated using 140 grain Hornady ELD Match ammunition. The stampings on the barrel and the information provided in the manual provide the information needed to purchase correct ammunition for safe use of the firearm. The information listed in the manual is consistent with the teachings of the Canadian Firearm Safety Course required when an individual applies for their PAL license. Information provided by the Canadian Firearm Safety Course for selecting the correct ammunition *** ** ***** ** *** *** ****** *************************************************************************************** ******** ** **** *** The manual provided by the manufacturer is correct for the firearm. All firearms are final sale and may not be returned or exchanged.

      Customer Answer

      Date: 25/08/2022

      *********** ***********

      Further Cabela's reff to PDF file shows deviating from answering customer objection and complaint.

      Its understandable and common sense that 6.5 engraved on barrel means it takes 6.5 Creedmore projectile only.



      I am raising the issue about MANUAL doesn't talk about it except , like other calibers listed there.

      and Cabela's is refereeing us to SAAMI - ANSI for factory made bullet details. Then why they print details of other calibers- why not just provide websites of SAAMI_ANSI and reff all customers there.



      I don't think Cabela's is sympathetic or understanding why a customer feel unsafe rather pointing towards other sources/resources for reff which is not recommended even by Manual.

      Cover page of Manual provided says - READ MANUAL before use - it doesn't says follow parameters of SAAMI-ANSI




      *** **************** ********************

      Business Response

      Date: 29/08/2022

      In the image of the manual provided, the chart displayed contains
      ammunition that ****** used when conducting evaluations on select calibers of
      the Axis firearm line. While the chart displayed does not list the 6.5 Creedmore
      caliber, the manual including all operating instructions and ammunition
      selection guidelines continue to apply to all calibers. The bold text above the
      chart outlines Savage’s requirements for ammunition used in their Axis firearms. As indicated
      by ****** in their social media post, when the 6.5 Creedmore was released, ****** found no updates were required to the manual as all information contained in
      the manual was applicable to the new caliber. The manual provided with the
      firearm is the correct current manual.  The most recent version of each ****** manual
      is also available on their website *********************************************** **** *** ***** and Cabela's has an assortment of ammunition in the 6.5 Creedmore caliber that is safe to use with this firearm. The customer may visit or a store or can call us at ************** for assistance on choosing ammunition suitable for use with the firearm purchased. All firearm purchases are final.
    • Initial Complaint

      Date:31/07/2022

      Type:Sales and Advertising 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.
      Hello, I went to Cabela's ****************************** June 6, 2022, to buy binoculars. ********************************************************************************** The Cabela's ad said 20% off the binoculars I purchased, Bushnell Engage 12x50, between June 1-30 & to be submitted by July 30. Include form, original UPC code from package & original receipt. I asked for & received a receipt reprint for my records & asked for a copy of the form. Cabela's told me I had to do it online. I tried three times. Online it states "see back for terms & conditions" , which is impossible as there is no back to "see". It also says I must agree to these "terms and conditions" and initial. How? After calling head office, I was then told to print off the online form, which doesn't include the terms & I don't have a printer. Now, after all this run around, the UPC code, which I cut out, has gone missing, as it was quite small. T********************************************************************************************************************************************************************************** I want my $80.00 rebate, that brought me into their store. ********************************************************************************************

      Business Response

      Date: 15/08/2022

      Business Response /* (1000, 5, 2022/08/03) */
      The advertised rebate was a manufacturer offer being processed and issued directly by ********. When a manufacturer offers a rebate, the rebate form is available for download on **********. On our home page, there is a link at the bottom under the heading "Shopping Resources" named "Promotions & Rebates" which directs you this page ***************************************** which contains a downloadable copy of each manufacturer's rebate during the rebate period. The rebate for ******** is no longer shown on this page as it has since expired (a copy of the rebate form has been emailed to the BBB for reference). The rebate form contains 2 pages, the terms and conditions are on the bottom of page 2 directly below the purchaser's information. Typically, our store teams are happy to print a copy of the rebate if you need. As this was a manufacturer rebate, any allowances outside of the terms and conditions listed, would be at the sole discretion of the manufacturer. We are sorry to hear you misplaced your UPC code which was required under the terms of the rebate. As a gesture of goodwill, we will make a onetime allowance by providing a price adjust on the purchase in the form of a Cabela's Canada Gift Card. Please validate your purchase by emailing a copy of your receipt to ************** with reference #********************* in the subject line. Once the receipt has been validated, we will issue a gift card in the amount of the rebate. In the email, please confirm the ship to address of where the gift card can be mailed. Future manufacturer rebates will need be submitted following the rebate instructions.


      Consumer Response /* (2000, 8, 2022/08/12) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I accept Cabela's offer. I asked in the store for a form & one could easily have been printed as I'm sure they have a printer. I don't. I'm guessing at least 50% of the population has no printer. Then I lost that small piece of paper with the UPC code. Nonetheless, moving forward.

      August 15, 2022:Good Afternoon,

      A gift card in the amount of $80 has been mailed to the customers address. The card has bee sent via *** under tracking number #*******************

      Sincerely,

      Brad
      Cabela’s & Bass Pro Shops
      ************************************

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