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.
- 88 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:02/14/2023
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 was in the store and left a deposit to purchase a new boat. I was told the deposit was refundable if I didnt find the interest rate satisfactory. Between them taking over a week of back and forth to get information they forgot to get from me and a higher than they led me to believe interest rate, I asked for a refund on my deposit. I have called and emailed numerous times over the past week and a half and they will not issue the refund. The amount is $500
Business Response
Date: 02/16/2023
This has been sent to corporate management for review.Customer Answer
Date: 02/16/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:02/04/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello,
I ordered online 4 days ago for a quantity of 10 units and payed 59.90$. After 3 days my order was canceled and they didnot even notify me. I want my money fully refunded. Please refund my 59.90$.
Here is my ORDER NO: **********?.Business Response
Date: 02/06/2023
The preauthorization for the order was dropped on 2/1. This will fall off the **** account soon.Initial Complaint
Date:02/02/2023
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 purchased a new *** tracker 450,Upon take it at home that day. I saw the whole underneath of the *** had rust and rust spots in the weld areas on the Structural welds.This is a new vehicle there should be no rust at all I immediately brought it back and demanded a refund. I talked to the service manager ***************. He agreed with me 100% because this rust will come back and it is not structurally sound and safe. Its been five ***************** the service manager said to me its not my decision its coming from corporate. I want a refund this *** is brand new with rust it is unacceptable. I dont know what theyre doing theyre procrastinating I just want to get this resolved ASAP every time I call and try to talk to ***** the service specialist I never get any phone calls back. There warranty is shall be free from defects in material or workmanship under normal use I didnt even use it its brand new, I took it back immediately for a refund. Definitely a defect in the paint process,or in a bad environment. Their warranty says it should shall be free from defects and material or workmanship on the normal use. I didnt even use it its brand new it has 1 mile on it from them. When they prepped it they didnt even prep it nobody looked underneath otherwise they wouldve saw all that RUST also there was a dead frog on top of the motor that they didnt even see, it was so obvious as soon as you took the seat off, so they did not even go over that *** shame on them. Its been there for five weeks, I was told its fixed, the paint on the frame is baked on,in a high heat oven from the factory they put a Band-Aid on the paint its going to come back within months.Im trying to dispute this but Im having a difficult time. Thats why I am reaching out for help in this matter.I want to get this resolved ASAP. I have pictures, if you zoom the brown marks are all rust. .Again *************** is on my side he agrees with me 100%. Thank you *******************.Business Response
Date: 08/18/2023
We will review this issue and contact the customer if it hasn't been resolved.Business Response
Date: 08/31/2023
We can close this customer out. He disputed the charges and his credit company refunded him for the unit. We have possession of his unit.
Business Response
Date: 09/01/2023
A formal response has been sent directly to the BBB.Initial Complaint
Date:01/29/2023
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.
Every order I place online keeps getting cancelled. I am just trying to shop online. Would like resolution to be able to shop online. I keep getting inundated with ads and coupons via email to shop online yet each order is shutoff.Business Response
Date: 01/30/2023
We will research and contact customer.
Customer Answer
Date: 01/31/2023
Complaint: 18948538
I am rejecting this response because:
I received a call from ****************** and then called them right back.
Its been 36 hours and I have no callback or resolution and still am unable to place orders online.
Sincerely,
***************************Customer Answer
Date: 02/01/2023
Resolved with the merchant and I am satisfied with the resolution.Initial Complaint
Date:01/27/2023
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.
Purchased guaranteed forever wool socks, and Bass Pro Shops will no honor their warranty.
I purchased several pairs and want a refund or replacement with lifetime warranty guarantee socks I purchased with Lifetime Guarantee.Business Response
Date: 01/30/2023
We will contact the customer.Initial Complaint
Date:01/24/2023
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.
Probably the worst online shopping/return experience I’ve ever had.
I made a purchase and returned the order in December; the item was received at the facility 12Dec22, today 24Jan23, i have yet to receive the refund.
After back and forth with customer service, they have confirmed the item is on site. At first i was told the return process would take a couple of weeks, which is reasonable, after a follow up when a couple of weeks passed, I was told that the process could take 5-7 weeks and to follow up at the end of January. I followed up today, 24 Jan hoping to reach someone prior to the end of the month as the 30th will mark 7 weeks since the item has been received without a refund and I was told today that the process would take 8 weeks if not LONGER.
So what started as a couple of weeks, turned into 5-7 and is now 8 weeks or longer, all while I have no product, no refund, and no peace of mind as to when this will be processed.
Customer service has been less than helpful and continue to use the same excuse as it’s near the holidays, however, to continuously push back the dates theyve been providing is ridiculous and unprofessional. The purchase wasn’t something that was $20 and was quite expensive so to continue to have my product on hand and my money for said product is extremely concerning as to how they conduct business.Business Response
Date: 01/25/2023
We will check on the return status and refund the customer.Customer Answer
Date: 01/25/2023
Complaint: ********
I am rejecting this response because:
They have said they are checking on the return status for 7 weeks now. When i followed up yesterday they said that the process would now be 8+ weeks to complete. On December 13th i was told it would be a couple of weeks, on December 28th i was told the return process would take 5-7 weeks. On January 24th, i was told that again while my product has been received it wouldn’t be processed for a refund for 8+ weeks.At this point how quickly does “we will check on the status and refund the customer mean”. Because it continuous to be dragged out and at this point being told without an actual date and confirmation is not satisfactory. There is no action to the plan and i need proof of action at this point not just being told it’ll be refunded eventually.
Sincerely,
********* *****Business Response
Date: 01/27/2023
We worked on returns from 12/12 this week and was able to process the return today. The refund has been issued. It may take a few days for the refund to post to the ********** account.Initial Complaint
Date:01/17/2023
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 placed an order on 1/4/2023 with Bass Pro Shops, order **********?. While still in "processing", I cancelled this order. I was told a refund would be given. I followed up with Bass Pro Shops via "Live Chat" to inquire about receiving my money back, on 1/17/2023. I was told by the representative that Bass Pro is in possession of the item I ordered but a refund would take up to 8 weeks. I advised the representative that was wrong ethically to hold my money for such a long period and also have the item. I was told it would be looked in to. I want a refund of my money immediately. This should constitute theft as they are withholding my money from me for such an extended period.
Thank you.Business Response
Date: 01/18/2023
We refunded the **** account on 1/17. Customer needs to allow a few days for the refund to post to the **** account.Initial Complaint
Date:01/02/2023
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 purchased a Tracker boat, motor, and trailer that had a serious and extremely dangerous defect. The boat would slide off the trailer while sitting still on the boat ramp. I sent a letter to Tracker, which included details and a photo. ***** ***** ****** (who owns Tracker) responded that they had done an investigation, and would not be taking any action, but provided no details as to why. I sent them a second letter asking them for information about what they found out from their investigation, and they simply replied that they weren't going to take any action, and didn't explain why. I then wrote a letter to Bass Pro Shops (who owns ***** ***** ******), but they never responded to my letter.
I have owned a boat for my entire adult life and am thoroughly familiar with how to launch a boat. My wife and I are now in our mid 70s, and we needed a boat that was very simple to launch. Based on advice from Bass Pro Sales Persons, at two different Bass Pro Shops, we purchased a 2022 Tracker Pro Team 190 TX. We ultimately purchased the boat from a dealer nearer our home.
I know that when they built this boat rig, there were severe supply chain issues, and I personally believe they shipped the boat with the wrong trailer. After I experienced the issue, I returned the boat to the dealer where I purchased it. Their manager followed me to a boat ramp, and he personally experienced the problem. Their dealer attempted to fix the problem, but could not completely resolve the issue. They said they had made it better but it still came off the trailer pretty easy. Consequently, I sold the boat back to the dealer at an actual loss of about $5K, plus all the associated costs of buying and rigging a new boat. I simply wasn't willing to continue using a boat that I knew was defective and dangerous.
Tracker Marine and ***** ***** ****** do not care. I am hoping that Bass Pro (who owns both) will investigate this, before they get someone seriously injured, or killed.Business Response
Date: 01/03/2023
This has been sent to corporate management for review.Business Response
Date: 01/06/2023
Attached
is the letter we sent to Mr. ****** dated 23 August 2022. ******* ****** is an independent dealership in TX, Mr. ******* agreement to sell
his boat package to ******* ****** was a private business transaction
between himself and ******* ******. **** had no record that we were
contacted by ******* ****** or Mr. ****** regarding the concern and sale
of the boat package until we received a letter from Mr. ******
requesting compensation from **** for his financial loss.I
have also attached a photo Mr. ****** provided in his letter showing
the boat on the downward angle of the ramp showing the winch strap
disconnected. This strap shouldn’t be disconnected until the hull is in
the water. This is human error not product failure.Customer Answer
Date: 01/11/2023
Complaint: ********
I am rejecting this response because:I totally dispute Bass Pro Shop’s position. The trailer was sitting still on the boat
ramp, when we attempted to disconnect the strap from the boat. We were unable to do so, because as soon as
we disengaged the crank, the boat immediately started sliding violently off the
trailer. The crank handle was rotating
so violently that it struck the trailer and came off.This was not a human error ... it is either a design flaw, or a manufacturing
defect. I am not a novice boater and have launched many boats during my life.Perhaps this is a one-off manufacturing
defect, but it seems that Bass Pro actually believes this is acceptable. I still believe they shipped the wrong
trailer, or else the trailer was not built to spec. Based on Bass Pro’s response, they seem to
believe this is acceptable, but I can assure you it is not.
When I took the boat to the Tracker dealer, the general
manager of the dealer followed me to a boat ramp, so I could show him the
problem. He observed the problem and
completely agreed that it was not right.
***** ***** ****** said they did an investigation, but when
I asked them to provide me with details of their investigation, they just ignored
my request.
Bass Pro seems to be taking a position that it is acceptable
for one of their boats to violently slide off a trailer, while it is sitting
still. This is a position that I believe
Bass Pro will have a very hard time defending as we go forward. With this attitude, Bass Pro is going to get someone seriously injured or even killed.
Sincerely,
***** ******Initial Complaint
Date:12/29/2022
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 tried purchasing a Garmin 126sv depth finder from Bass Pro Shops during the black Friday sale, but by the time I ordered, it wasn't available. I was asked if I would like to be notified when it became available, I said yes. On December 9 I was notified by email that it was available. On December 10, I went to their website and it showed it was available. So, I purchased the Garmin 126sv, a power cord, and the Garmin livescope. My credit card was charged and they said items would be delivered on December 14. I received an email stating power cord had shipped on December 12. I was notified livescope had shipped on December 13 I was also notified that Garmin 126sv depth finder was not available and it was canceled and my card had been refunded. l made a phone call to customer service and was told there was nothing they could do about it. As I was talking to them their website was showing that there was limited availability but it wouldnt let me purchase it. So I asked how was I allowed to purchase this item after I was notified it was available and then they canceled order. I feel like if I was originally charged and the item showed availiable, the sale price should be honored when the item becomes available, The only answer I received was it isn't available! I wouldn't be complaining, but sale price was ******* under retail. If they arent going to honor sale price when their site says product is available and they charge your card this is a problem. Also the other 2 items are of no use witout depth finder as they were all bought as a bundle.Thanks for your tlme ************************* **************************************** ***********************Business Response
Date: 01/03/2023
We will work with the customer.Customer Answer
Date: 01/10/2023
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,
*************************Customer Answer
Date: 01/18/2023
As of this point they said they would work with me but I have yet to here from them!!Business Response
Date: 01/18/2023
We will resend the email we sent the customer on 1/3 with additional information.Customer Answer
Date: 01/20/2023
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:12/29/2022
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.
If anyone can help I bought a 600 eps le new and after 26 hours and 10 months it broke down took it to dealership after several months they wanted to tear the motor apart to inspect for water damage. The darn thing has never been in or near water. Then they said about a bent rod. I was told directly that if there was any internal damage to the motor I would be responsible for the repairs???? Top it off they call and say I have to pick it up or its 15 bucks a day and after 90 days theyll keep it. Tracker off road refuses repair replace or refund and bass pro cares only about the money and not its customers. Who stands by the products they sell??Business Response
Date: 12/29/2022
Management will review and contact customer.Customer Answer
Date: 12/29/2022
Complaint: 18654664
I am rejecting this response because:
This is the same response I have from bass pro over the last 5 months. They say they will check into it and call me back but never have.
Sincerely,
***************************Business Response
Date: 01/04/2023
Our regional and corporate mangers are working with the customer on a resolution.Customer Answer
Date: 01/10/2023
Complaint: 18654664
I am rejecting this response because:
Nobody has contacted me the repair shop made me pick my vehicle up without repairing it and the odometer was reset to zero miles (odometer fraud). With more engine codes showing Than before.
Sincerely,
***************************Customer Answer
Date: 01/27/2023
1/27/2023: I spoke to the Vice President and he resolved everything. They gave me a new unit and it broke down on me. They took it to a shop and they are supposed to fix it. They told me they would try to work on it for me next week. The transmission was making a lot of noises. **************** fine.
2/8/2023: I keep getting different stories from them. They last told me it would be done on Friday and they will deliver it Friday evening.
Will follow up with the consumer on Monday
2/13/2023: They delivered it to me Friday and everything has been replaced. I am satisfied.
Business Response
Date: 02/08/2023
2/8/2023: The store manager is working with the consumer.
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