Important information
- Customer Complaint:Better Business Bureau has received complaints from Bass Pro Shop customers who allege difficulty obtaining recently purchased merchandise, experienced long delays for purchase deliveries, company failed to honor its warranty, and experienced poor customer service. Bass Pro Shops has addressed all complaints brought to its attention.
Complaints
This profile includes complaints for Bass Pro Shops's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 274 total complaints in the last 3 years.
- 87 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/03/2023
Type: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 contacted the closest Bass Pro shop to have warranty work done for my boat which had, and still has, a leak that needs to be corrected. I dropped off my boat at the ************ ** location on 9/25/2023. I was informed after I offered to cover the boat by an associate by the Name of Brenden or something of that effect that I did not need to cover my boat because it would be kept inside a shop and that they would take care of my boat that I purchased 3 months ago from a Bass Pro retailer. He acted as if he was a person of authority who would be present or who would relay this to others that needed to know, and he did not. I returned on 09/30/2023 to pick up my boat because **************** called me on 09/29/2023 to say the boat was repaired. I found that my boat had sat out long enough during the week to accumulate large amounts of water because of the massive amount of rain we accumulated and ruined a significant amount of items that were left inside the closed compartments in the boat. I laid carpet inside these compartments along with tools, and even a brand new life jacket that has never seen water that is now turning white from mold from moisture exposure. Even with this taking place I picked up the boat and was given little more than excuses for why my boat was not taken care of along with finding my 3 month old boat is still leaking. There are spots that are covered in dirt, grim, grease and every thing else you can imagine and to say I am a dissatisfied customer is an understatement. The side bunks carpeting was also not fixed even though I again discussed this with ******* when I dropped it off, he even took a picture of it while I was standing there. He took pictures of the boat as I dropped it off and said I would get it back in the same condition. I need this issue to be corrected.
Business Response
Date: 10/03/2023
We will review the issue and contact the customer in a few days.Business Response
Date: 10/11/2023
This is being reviewed by corporate managementBusiness Response
Date: 10/12/2023
A formal response has bee sent directly to the BBB regarding this customer.Business Response
Date: 10/12/2023
The customer has been contacted and all concerns have been address and resolved. Please feel free to reach out with any questions.
Customer Answer
Date: 10/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:09/25/2023
Type: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.
The sign said originally 44.99 sale 39.99 however tag on jeans said 34.99. Obviously the price had gone up, but advertisement was deceivingly making it seem like it was on sale when actually it was more expensive. Deceiving for consumer and false advertisementBusiness Response
Date: 09/26/2023
We will contact the customer for more information to fix the problem.Initial Complaint
Date:09/21/2023
Type: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.
Keep getting emails phishing for info saying I won a prize in a contest I didn't enterBusiness Response
Date: 09/22/2023
This is a legitimate email from Bass Pro Shops. If the free membership is not wanted, the email can be ignored and we won't send anymore emails regarding the membership.Customer Answer
Date: 09/22/2023
Complaint: ********
I am rejecting this response because: You say it's legitimate yet I only entered the one section of the giveaway not the Turkey section! So it's a scam to get addresses etc! Besides the fact the sender doesn't respond to phone calls or emails
Sincerely,
**** *********Business Response
Date: 09/25/2023
*** ********* entered the giveaway, providing us with his name, email address and phone number. We are not sending him anymore emails regarding the membership or his address.Initial Complaint
Date:09/12/2023
Type: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 recently submitted a order with 17 bass pro hats and i ordered them on time hoping i can send them to mexico but i ended up a whole completely different item they sent me theee dog toys instead of my hats which i thought it was a joke but no it wasn't. that the warehouse must of confused the barcodes and sent us a different item.Business Response
Date: 09/22/2023
Seventeen hats were shipped to our Rancho Cucamonga store and picked up on 9/15.Initial Complaint
Date:09/09/2023
Type: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 August 27 went to Bass Pro in Grapevine to purchase a shotgun for dove season. I informed the rep at the gun counter I wanted to buy a 12g semi-auto camo shotgun for dove and turkey hunting. He took me to the area where those guns were. One of the guns I was shown was a ****** ******. I was not familiar with this brand and the attendant said that he was familiar with their rifles which were quality but wasn’t knowledgeable about their shotguns. I looked it over and purchased it. I took it dove hunting a few days later and it did not operate properly. It did not load correctly nor eject the shells and rechamber new shells. I thought the gun was defective and was instructed the following week by the gun counter rep that I had to contact the manufacturer. When I contacted the manufacturer, they informed me that the gun was made to fire 3 ½” shells and that it would not work properly with 2 ¾” shells. I am not aware of any dove loads that are even made in 3 ½” shells. This gun is clearly not a gun to be used for dove hunting which is what I told the gun counter employee was my primary plan for this gun. I then reached out to the hunting department manager **** ***** to see if he could rectify this situation. He told me over the phone to bring the gun in and he said that he might not be able to give me all my money back but he could probably get me close. I told him that I planned on purchasing a different gun there that day and he said that would help with the return/purchase. I came in and talked to **** ***** yesterday and his best offer was a trade-in for about half of what I paid and $30 off the new gun. This is no where near “getting close” as I was told over the phone. I feel that the gun counter representatives should be knowledgeable of what each gun is used for even if they are not familiar with the quality of each brand of firearm.Business Response
Date: 09/11/2023
Management will review and contact the customer.Customer Answer
Date: 09/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. Will get back to you after being contacted by the business.
Sincerely,
***** *******Initial Complaint
Date:09/06/2023
Type: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.
Apparently they have a 60 day return policy. Returned boots that had only been used twice about 120 days after purchase because I forgot about them. Leaked so bad they should not have been on a shelf. They stand by their 60 days. Gotta love *** ****. Going through ******, the manufacturer. See what happens.Business Response
Date: 09/06/2023
We have reached out to the customer.Initial Complaint
Date:09/06/2023
Type: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 31 august and 2 september I placed orders for a redington trout field kit, a trout net, a fishing vest, and a line winding system. on 4 september these orders were canceled without consulting me first. *******/Bass Pro Shop claimed that the orders were fraudelent and did not deliver. They claim their policy is to cancel the orders if they look suspicious but their decision has left me without services rendered and without the money that i paid.Business Response
Date: 09/06/2023
We are sorry to hear of the troubles with this order. However, this BBB page is for the store in Concord, NC. Customer would need to contact our corporate office at ************** for this issue. The investigations department is not based out of our store, and we do not have any control as to the orders that are cancelled. Any charges to the original payment are likely still a hold with a customer's bank, as charges that are reversed or refunded can take up to 10-14 business days for the bank to drop the hold on customer's account. This process and timeframe is standard in the retail industry, and this store is unable to expedite. Further concerns about held funds or refunds for cancelled orders should also be directed to the corporate office phone number listed above. Information about the status of bank holds for cancelled, reversed, or refunded orders is not available to managers at the store level.Business Response
Date: 09/07/2023
One order was refunded and we dropped the pending authorization on the other order.Initial Complaint
Date:09/05/2023
Type: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.
Started a return for my Garming GPSMAP 8610xsv back in May and was informed that the returns department was about 7 weeks behind on returns. Return was dropped off on 06/19/2023 ****** ******** ******* ************) and signed by company on 06/22/2023. IT has now been over 2 months and I have not received my refund. They told me they have received the product and that I have to dispute the charge with ****** to get my refund! I have called customer support various times and at first they had told me that the refund was being issued, then that they had to look more into it and will reply back to me (which they never did) and now they are telling me to dispute the charge! Unbelievable, 3 statements and $200 of interest payments later and I still don't have my refund. My order # is **********Business Response
Date: 09/06/2023
We are refunding the ****** account today.Initial Complaint
Date:09/01/2023
Type: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 ordered a kayak old town kayak on August 10 the from bass bro.
The estimated delivery date was Sunday. 5 business days after the order .
I contacted the 1800 number and they guaranteed delivery on Monday .
I was called to say the kayak is ready and drive an hour n half and it was the wrong order .
I spoke to ***** a supervisor and how awful she representative of bass bro . The rudeness and unprofessionalism is out of this world . Now it's the 1st I have a kayak fishing trip on Friday and bassbro saying the order is lost and the 1800 is saying its on the way m I am devastated at the lack of customer service and training bassbro have .Business Response
Date: 09/05/2023
A billing adjustment will be applied to the order ***********Initial Complaint
Date:08/30/2023
Type: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.
June 10th 2023 I purchased a brand new boat from the ******* ****** ******* located within the Bass Pro Shops in Auburn, NY for $52,000. When the paperwork was filed, I was given a photocopy of the manufacture's certificate of origin. In order for me to properly register and use my boat, it is required that I have the original copy and hence my registration application was denied until I could provide the original copy. I tried contacting the ******* *********/Bass Pro shops multiple times. I was requested to pay $25 to "release" the document. After doing so, I was informed that Wendy from the dealership, who I have been working with from the very beginning, had ordered the wrong documenting. I haven't been able to use my boat for a month now. I am getting nowhere with them. It's like buying an expensive car from a dealership that you can't register or drive. I either need the paperwork or I would like to return my unusable boat for one with proper paperwork.Business Response
Date: 08/30/2023
We will find out where the paperwork is and contact the customer.Customer Answer
Date: 08/31/2023
Complaint: ********
I am rejecting this response because:
Wendy from the Bass Pro Shops/******* ****** called me asking me to provide proof that I can't get my boat registered. She stated that Bass Pro Corporate is requesting this information before the original documents are released. It seems as if she is trying to cover herself to the fact that she gave me copies of what should have original documents. Although I don't agree that this should be common practice as I paid $52,000 for a product I can't use because I wasn't given the correct paperwork to begin with, I obliged and sent proof of an unregisterable boat plus proof she sent me home with the wrong paperwork. However, I have not received any respons un in follow-up from Wendy.
Sincerely,
Christopher GentzyelBusiness Response
Date: 09/01/2023
Wendy reached out to the customer this morning. Accounting is currently processing his duplicate MSO and will overnight it to us and we will then overnight to him.
Customer Answer
Date: 09/11/2023
Complaint: ********
I am rejecting this response because:
I requested THE ORIGIONAL MSO and was sent a DUPLICATE MSO that was stamped DUPLICATE. Because of this, my second attempt to register the product the dealership sold me was also REJECTED.
Sincerely,
*********** ********
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