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:07/06/2023
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.
I ordered a Bass Pro Shops ****** ****** CarbonLite 2.0 Spinning Combo and when the package arrived and opened, I immediatyely saw the handle for the spinning reel was missing.
I contacted customer support asking if they could 1) send me the handle or 2) exchange the reel for one they had in stock (exact same reel on the combo, SKU provided). I was informed by Customer Rep A no that I could not exchange the reel and they could not exchange my combo because it is now out of stock. Wow! Not the answer I expected.
I asked if I could exchange my combo for a similar combo and was informed by Customer Rep B no. I was told I could return the combo for a refund and then I could order a new combo now or when I get my refund. Wow again. I asked and recieved a return label to ship my combo back.
I then discovered that I am being charged to return the defective combo I receieved. I mean I was stunned. Not the service I expected from BPS.
Seems that the customer service shop at BPS is not interested in taking care of the customer but more in managing their inventory and sales.
How hard would it be for BPS to send me a different Bass Pro Shops ****** ****** CarbonLite 2.0 Spinning Combo that IS in stock? I found one and asked for an exchange and they would not do it. SKU: 2824019! And dealing with a different customer service representative each time I asked for assistance is not helpful.
I don't belive it is asking too much to get the fishing combo or something close to it that I paid for. As a 31 year Army Veternan, 100% disabled, I have enough stress in my life and just want to enjoy fishing.
Business Response
Date: 07/10/2023
We have contacted the customer for more information.Initial Complaint
Date:06/29/2023
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.
Despite numerous requests to unsubscribe from promotional emails, includinging writing an email requesting to be removed from all communications, Bass Pro continues to send me emails. I wish to unsubscribe and at this point feel that filing a complaint is my only course of action.Business Response
Date: 06/29/2023
We have unsubscribed his email address. There may be a few already scheduled emails that cannot be stopped.Initial Complaint
Date:06/27/2023
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 bought a Mercury 115 HP outboard motor from ****************************************************** Bass pro shop. 1) The installation was supposed to be completed by the first weekend, that didn't happen, and they didn't call to communicate that the installation of the motor was not going to be completed, then the second week came and went, again no communication (left multiple messages). The third week again no communication, multiple voicemails to service department. On the fourth week, I called and talked to **** the service manager and he finally got the boat worked on. 2) I got the boat back and took it out first time, it is vibrating, making a loud noise when putting into drive, the throttle is very tight and unable to push throttle without having to use full force of my 200lb body weight and a gauge installed isn't working (they say its the gauge). I returned the boat to the store to have them review the issues. They gave me back the boat told me nothing is wrong with there installation and charged me $173 for work I already paid to have correct when they installed it. I want my money back! I am now going to bring it to another mechanic, if they find an issue, I am bringing the invoice to Bass Pro. The customer service of this organization is absolutely disgraceful, we went to Bass Pro and spent 14k on a new motor thinking it would be professional and correct, we got neither. I will NEVER return to a bass pro and make sure I tell everyone the same.Business Response
Date: 06/28/2023
Management will review and contact customer.Customer Answer
Date: 06/29/2023
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:06/27/2023
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 6/23 I visited Bass Pro to purchase a pistol. I showed my Driver's License that shows my ******** current address, I filled out the background check form in their computer and provided my ***** number. Before they run the *** background check they checked that all information are transferred. After they initiated the background check, team lead ****** asked that I showed him a hard copy of the permanent resident card and said the ***** number is not enough to prove I'm not a different person. I left the store and called Bass Pro main office to inform them of what occured. **************** Management Team has reached out to me today for resolution. He said that they shouldn't have run the background check but I was also told I should have said that I'm a legal permanent resident despite the fact that they saw the *** form **** that I filled out accurately. They don't have it in writing that it's Bass Pro Policy wherein an employee must seek additional documentation for permanent residents before they can sell a firearm. I'm certain that my background check is completed and passed. I called today too to find out how they store the information they collected from me. I spoke with ***** and he said that unfortunately it will be stored for ********************************************************************** for resolution. Although it seems unnecessary for them to store my files especially team lead ****** didn't want to sell me the pistol despite providing my driver's license & successful background check when I was in store. How can I be sure that they'll safeguard my privacy when they won't even acknowledge the equal rights of permanent residents in purchasing a firearm?
Bass Pro Shops
13012 ***********
**************** **, 80921Business Response
Date: 06/27/2023
Management will contact customer.Customer Answer
Date: 06/27/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and prefers that all correspondence be sent via email when the management contacts me.
Sincerely,
***************************Initial Complaint
Date:06/21/2023
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.
On January 17th, 2023 I purchased a NEW Tracker 800SX LX from the Leeds, AL location. On the way home the unit jumped out of park. I notified the service department and they said the manufacturer said they have to remove a spring that holds it in park. I contacted via email and phone. The issue got worse and the machine actually almost ran my passenger over after getting out of the machine on one occurrence. I hurt my back trying to stop it from rolling over my passenger. I brought the machine in for service on 5/15/23. I called and checked with service department and each week I got responses saying the parts weren't in the system so they could order them yet. This is while they had other machines on the floor for sale they could have gotten the parts off to repair my machine. Around 6/1/23 I contacted someone who said they were the store manager. At that time, I finally started hearing back from the service manager whom I had not heard from in weeks even after leaving messages multiple times. This went back and forth until 6/17/23 when I had to go in and threaten legal action and gave them a demand letter under the Alabama statute 8-20A-1 requesting them to reimburse me for the unit and other collateral charges and interest as prescribed by the state statute. The manufacturer said because the unit is not designed for highway use it does not fall within the state statutes and they will repair the unit when they can. After I delivered my demand letter to the store manager, *****, the part was ordered for the machine and according to ***** shipped out on a federal holiday 6/19/23. In speaking with ***** on 6/21/23 the part would be in sometime possibly as early as Monday of the following week. I asked him how long it would take to get installed and he said he really didn't know. He also said they had not received the bracket from the factory floor that was requested by the manufacturer to be put on the machine. Machine only has 31 hours and in their shop 38 days.Business Response
Date: 06/23/2023
Management will review the complaint and will contact the customer.Customer Answer
Date: 06/23/2023
Complaint: ********
I am rejecting this response because:
I already have reached out requesting management contact multiple times, the last being in writing to customer support. On 6/13/23 customer support replied notifying me management would be in contact in 7 days. It has now been 10 days with no contact from management.
Sincerely,
****** ********Business Response
Date: 06/27/2023
Customer will be contacted with an update this week.Customer Answer
Date: 06/27/2023
Complaint: ********
I am rejecting this response because:
Attached is a response from Artic Cat/Tracker/Textron where they have closed my case as of 6/26/23. My UTV has been in service department for 44 days with no answer from them. I've been trying to get in touch with service department for 3 days with no response and trying to get in touch with corporate via email, phone and even filling a complaint in person at the store. They have chosen to delivery not reply at this point.
Sincerely,
****** ********Business Response
Date: 06/29/2023
Customer was updated on the status on 6/27 after the time the rebuttal was submitted to BBB. The customer has picked up the repaired unit.Customer Answer
Date: 07/03/2023
Complaint: ********
I am rejecting this response because:
Manufacturer has still not replied. Unit failed again during test drive at pick up which I documented at time of pick up. Also machine is making new noises which sounds like a turbine (I'm guessing exhaust issue at this time and a belt slipping chirping noise) Spoke with Bass Pro regional service manager Ann on the phone at time of pick up and she said she would get in touch with manager. Put in writing at time of pickup machine was still not correct and I had no faith in their ability to repair. Also spoke with onsite service manager and his response was you have someone rock the vehicle into park while I push up hard and release the brake (meaning I can't even ride in the vehicle alone). I also spoke with the manager on duty Patty and she was supposed to reach out to the store manager ***** about the continued issues and my safety concerns. I was told I would receive a contact from corporate two weeks ago and was also promised a reply through their BBB response which was due last week. By the service manager responses when I went to pick up I'm confident they knew the problems were not repaired, but just wanted me gone. They waited until 4:59pm to contact me to let me know "it was ready and within manufacturer specifications" when they close at 5:00pm. The regional service manager called the service manager and told them to wait on me. The GPS on the unit showed they did the test rides at 11AM that morning. At time of test drive when it failed twice I went in and checked the floor model which I could not replicate the problem on. I asked the service manager why that one was different from mine and he says each machine will be a little different (even though the floor model will stay in park while mine will not). He kept telling me things were in manufacturer specifications. I told John, Ann and Patty the machines were unsafe and should not be sold until they can figure out the issue of them coming out of gear. The only reason I took the name is that ***** the store manager said that they would not replace the machine nor refund the machine and my only solution was to let them repair it. Also when I called Ann even before loading the machine into my trailer she said if I thought it wasn't safe that I should let them continue to work on the machine with no end date or any form of resolution available. I need that they had had the machine for 48 days and have fixed it yet and asked how long it would take. She said she had no idea but they would have to reach back out to the manufacturer about the unit and see if they could find a solution, but it could take a while to do so. Which put me in a position of needing to do work on my land without a vehicle to get around and move tools and cooler several miles into the woods. I took the machine noting on the pickup turn that the machine still had the issues.
Also they have put a lot of miles on the unit and lots of hours on the unit and also didn't even bother to replace the fuel they used on the unit. They used up almost all the fuel and I had to spend approximately $30 to refill the tank I had recently filled before bringing unit in to service. I contacted them via email when I took the machine to my property yesterday and told them the machine was still popping while riding on the trails and the was a whining noise when the clutch engages.
Sincerely,
****** ********
Initial Complaint
Date:06/19/2023
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 opened my package to see one of the items I bought was opened and the lure that was supposed to be in there was gone and I can not find a way to contact them about this problem I waited to see if the item was going to be in the second package and this was all just a mistake but now I do not think it isBusiness Response
Date: 06/20/2023
We are contacting the customer to find out which lure is missing from his order.Customer Answer
Date: 06/21/2023
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:06/09/2023
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 received a gift card from this company I placed an order online it cancled twice I called to see why the fraud department repressive i spoke with wouldn't give me any info as to why just said youll have to go into the store I said i was disabled nearest store is three hours away why cant i order online would n say I asked for a supervisor was told none are in and they have no contact infomartion for them no corporate email or number the agent said his name was Jeff but wouldnt give an ID number or any other information. said there was no number to call or email to file a complaint was very conceding and rude and as a disabled person felt very offended by this experience and the actions of this employeeBusiness Response
Date: 06/23/2023
Management will contact the customer.Initial Complaint
Date:06/06/2023
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 received a gift card as a birthday gift for Bass Pro Shops that was purchased at *******, in *******, ** on 5/5/2023 for the amount of $300. I tried to use this on 5/28/2023 at the Bass Pro Shops in *************, **. I was told that the card was not valid and needed to send an email to bass pro shops. On June 5th they informed me that the card was already used in a ***** store on 5/20/2023. They said the card was present. I have had the card in my posession since May 5th and have not traveled to *****. Bass Pro shops is refusing to refund me or address the security issues they have with their gift cards.Customer Answer
Date: 06/07/2023
Bass pro shops call and reviewed the issue and have re-sent me a new gift card, so the issue is resolved.Business Response
Date: 06/07/2023
We are issuing a new gift card.Initial Complaint
Date:05/31/2023
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.
We arrived at the Bass Pro Shop in ***********, ** around 4:10 P.M. While Shopping, at around 5:15 P.M., the store lost power and they would not let us purchase the items we found and asked multiple questions about. I had a fishing rod and a fishing reel in my hand until 6:35 P.M. I asked the manager ******* what he could do since I needed those items by tomorrow and he said I could buy them online or the store could just hold them. Seeing that I spent 2 hours and the store and I'm 30 minutes away, I feel that ******* could have done better. The store was hot, the lights were flashing, and there was no ice cream or anything. Everything was beeping too. ******* said it would be fixed soon around 5:40 P.M. so we decided to stay but they still never fixed it. Question? The store had generators but they never came on? Weren't they suppose to, to avoid these situations? Please contact me ASAP!I am including 2 images of the time I arrived and the items I wanted to buy before I walked out.Business Response
Date: 05/31/2023
Management will review the issue and contact the customer.Customer Answer
Date: 05/31/2023
Complaint: 20123550
I am rejecting this response because:
I have not received a call from anyone and I've tried to call the corporate office at ************** three times and they keep sending me to a *****'s voicemail and won't put me into contact with anyone. Don't seem too willing to help.
Sincerely,
***********************Business Response
Date: 06/01/2023
Management was sent the information on 5/31. Please allow a few days to be contacted.Customer Answer
Date: 09/19/2023
ST 9/19/2023: contacted consumer, complaint has been resolved.Initial Complaint
Date:05/28/2023
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 May 35, 2023, AGAIN, I received ANOTHER Marketing/Advertisement paper in my new mailbox-had moved to ***********. I have had NOTHING to do with Bass Pro Shop. I despise any company who pushes and pushes, being able to buy MY private information (being SOLD FOR PROFIT), THEIR PRODUCTS I HAVE NO INTEREST IN. I HAVE NOT BOUGHT ANYTHING IN THEIR STORES, NO NEED! I AM A SENIOR CITIZEN, WIDOW, I HAD THIS COMPLAINT IN MARCH 2022!! DELETING MY INFORMATION FROM THEIR DATABASE. I MOVED IN NOVEMBER 2022, NOW, THEY'VE MANAGED TO GET MY NEW ADDRESS, SENDING ME THEIR SAME GARBAGE ADVERTISMENTS/FLIERS/MARKETING! I WANT IT/THEM STOPPED!-------------------------------------HERE IS A COPY OF MY EMAILS TO THEM!...230527 AGAIN, INVASION OF MY PRIVACY-NOT WANTING ANY OF YOUR SALES BROCHURES/MARKETING FLIERS-STOP, REMOVE ME! Formal Official Complaint: Bass Pro Shop Magazines, Fliers, ALL Telemarketing needs to be STOPPED! DELETE ALL MY CONTACT INFORMATION!***** <**********************>MY INFORMATION IS BEING SOLD BY THE POST OFFICE, BEING BOUGHT OUT, RECEIVING ANOTHER SALES BROCHURE AT MY NEW ADDRESS. I DID NOT GIVE IT, HAD NOTHING TO DO WITH BASS PRO SHOP!!!REMOVE ALL, DELETE EVERYTHING YOU HAVE ON ME!*********************** ********************************************************* THIS WILL BE REPORTED AGAIN AS INVASION OF MY PRIVACY. I SHOULD NOT HAVE TO DO THIS AGAIN!!! MY PRIVATE INFORMATION, MY POST OFFICE MAIL SHOULD NOT BE SOLD, GIVEN OUT!--- Forwarded message ---From: ***** <**********************>Date: Fri, Mar 4, 2022 at 8:32?PM Subject: Formal Official Complaint: Bass Pro Shop Magazines, Fliers, ALL Telemarketing needs to be STOPPED! DELETE ALL MY CONTACT INFORMATION!To: <********************>I have called in, reported, THIS BEFORE, I NEVER ORDERED ANYTHING FROM BASS PRO SHOP, HAVE NO INTEREST AT ALL! ******** MY INFO WAS SOLD TO YOU. DELETE ALL CONTACT INFORMATION ON ME.*********************** ************************************************** --THIS IS NOT RIGHT, A WASTE!! STOP THEM FROM DOING THIS!Business Response
Date: 05/30/2023
We have removed both the old and new address from our system.Customer Answer
Date: 05/30/2023
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,
***********************
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