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
- 275 total complaints in the last 3 years.
- 89 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:08/17/2022
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.
Approximately 2 years ago I purchased a one year old **** **** ******* ******* from the original owner. I was unaware that the warranty on the boat had to be transferred within 30 days and I failed to do so. About a month ago I noticed some pitting on the exterior of the hull. I drove down to the Bass Pro in ***********, FL so that they could inspect the boat. The manager stated that the issue appeared to be due to electrolysis and that they would not be able to warranty the boat as I failed to transfer the warranty and also because the warranty does not cover electrolysis damage. I was able to confirm with the manager that at no point had a altered anything mechanical or electrical on the boat and it had never been near saltwater. I have been trying to get local welders to patch the holes but they agree that there is a manufacturing defect with the boat and this damage cannot be fixed without disassembling the boat. I told Customer service with bass pro these things and they refuse to help me. I feel that the company knows they sold a bad product and are using the fine print of the warranty to avoid standing behind their product.
Business Response
Date: 08/17/2022
Management will review.Business Response
Date: 08/22/2022
The customer purchased the unit from another individual, rather than directly from a Bass Pro Shops or ******** ******* ******. Therefore, the location is not liable, and will not provide the customer an exchange from a third party transaction. Ultimately, the customer would have to pay out of pocket for the repairs needed.Initial Complaint
Date:08/07/2022
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 two relatively expensive knives last week. I was not happy with them so I attempted to take them back and exchange them for something more my taste. First I interacted with a lady that was confrontational because as I told her when I called before I arrived that my wife had thrown away the bag with the receipts. They then called up someone from the hunting dept to look at the knives. Inspection of one they asked if I had put oil on the blade and I replied yes. It states in the manual that comes with the knife this:
Care and maintenance: Always keep your knife clean. Wipe away debris and if needed wash with mild detergent and dry thoroughly. Do not let your knives sit in water. Due to the high carbon content of the quality steel in our blades, the blade may corrode if not properly cared for. To protect your knife, simply wipe a thin coating of light machine oil on the blade before storing it.
That’s verbatim out of the literature inside the box the knives came in. The guys from hunting were extremely rude and condescending. I asked to speak with a manager and the assistant general manager came up. I explained every thing that the one knife with the oil on it was not returnable because I had #altered the knife. There was no altering I just followed directions. And the oil I used was made by the same company that makes the knives. And then I was told they wouldn’t return the other one because I didn’t have the receipt. I called and told them all of this before I was told over the phone to come on over to the store. The assistant general manager is a really poor example of someone you have representing your store in a higher position. There was also one of the hunting guys that if he was my employee and I observed his behavior with me he would be terminated. I’ve done business with your company in multiple states. In a AGM position you should be trained in all depts in the store before speaking ignorance due to lack of product knowledge.Business Response
Date: 09/06/2022
Management has spoken to the customer and resolved the issue.Customer Answer
Date: 09/07/2022
Complaint: ********
I am rejecting this response because:
Nothing has been resolved. The store manager called me and said if I came back in to purchase a new knife he would give me a 20% discount. In order to get some of my money in return I sold the knives and took about a $200 loss. I explained this to the store manager and really didn’t have a response. I sent him 2 emails about the &200 loss I took and told him he had two knives in the store he could give me 1 of the 2 and I will go away. He then offered me a 25% discount which is insulting. Thank you.
Sincerely,
******* ********Initial Complaint
Date:08/02/2022
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.
Bought a new boat from bass pro. Sales department was great and everything started okay. Made a special trip from hours away to sign the papers and leave it there so that it could have LED lights installed on the deck. After over 3 weeks of the boat sitting there I had to call them multiple times after leaving voicemails and not getting a response back. I finally got ahold of them just for them to tell me that the lights that I wanted, I had to order and have shipped to the store. The boat sat there not touched for over 3 weeks just for me to be told that I had to do something after I was the one that had to reach out to them. It will be over a month before the boat hits the water and it's getting late into the season. At this point the work just getting finished isn't nearly enough. Had to call bass pro headquarters and they transferred me to the general manager of the particular store. That even took 2 days of calling and a voicemail before I got ahold of him. I don't know why I'm the one having to get ahold of everyone on their side to get things done. I thought I was the customer. By the end of this we'll be over a month to install some lights, longer if I didn't go out of my way to call them.Business Response
Date: 08/04/2022
Management will review and contact customer.Initial Complaint
Date:07/27/2022
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.
On July 22nd, 2022, I purchased fishing items at the Bass Pro Shops in *****, **. The purchased items were for a chartered fishing trip I scheduled for July 23rd, 2022. The total paid for the items was $311.26. The fishing rod's reel became inoperable many times during the fishing trip. I couldn't use it anymore and lost the $350.00 that I paid for the fishing trip because I didn't have another fishing rod to continue fishing.Also, the boat's captain noticed that the braided fishing line was not correctly spooled on the spinning reel of the rod. And his opinion was that the braided lines spooled on the reel didn't match the box's specifications in which the braided line came in. A staff member of Bass Pro Shops was the one who spooled the braided line on the spinning reel. On July 26th, 2022, I returned to the same store to possibly exchange my rod/reel combo for another one. However, I changed my mind and returned the rod/reel combo and everything I didn't use/open during my short fishing experience. My decision was based on the fact that the customer service representative named ****************** stated that I couldn't return the braided fishing line. Even after I had informed her that I wanted to make another selection, including the braided fishing line. I also informed her of my fishing expense loss due to the defective rod/reel combo I had purchased. And informed her that I didn't need the braided fishing line and that I wanted to return it due to it not possibly be what I paid for. In other words, the boat's captain believed that the outside description of the empty box I was provided with didn't match the product spooled on my reel. The braided line was left on the reel, and the returns department staff didn't issue me a refund for it. I'm requesting a refund of $27.99 on my American Express credit card. I have also contacted Amex for assistance and was informed to try to resolve this matter with the merchant before they initiate a dispute.Business Response
Date: 07/28/2022
We will contact the customer.Customer Answer
Date: 08/02/2022
Bass Pro Shops has already refunded my credit card account for the item that they had previously refused to accept as a return. Please close complaint ID #******** as settled and agreed with the business refund as the settlement.
Sincerely,
*************
Initial Complaint
Date:07/26/2022
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.
July 1st, 2022 I ordered a pair of Danner Acadia boots of the Bass Pro website. Order number **********. I ordered and paid the sale price listed on the website. I didn’t use coupon codes or any other type of discounts. I paid the listed price. Immediately I received a email confirmation that my order was place and being processed. The follow week July 8th the day that my boots was supposed to be delivered I received a second email stating that my boot order had been canceled due to an error. I started a chat conversation with the BassPro help desk and received no help, the chat was cancelled prior to ever speaking with someone. I am very disappointed how the order can be canceled without notice a week later. Bass Pro advertised a price on the website and then as consumer I paid the listed price. I feel like that that price should be honored. Not very good customer service from a multi billion dollar companyBusiness Response
Date: 07/26/2022
We will review and contact customer.Business Response
Date: 07/29/2022
Customer was contacted.Initial Complaint
Date:07/22/2022
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.
Advertised fry cutter for $25, only a metal mount with suction cups!
Refund would be only $18 after paying for return ship. "Not set up to refund credit cards." Seeking class action lawsuit to recover ill-gotten customer funds.
Check out this review of Bass Pro Shops on Google Maps
*************************************Business Response
Date: 07/25/2022
We are gathering more information to assist.Customer Answer
Date: 07/29/2022
Complaint: ********
I am rejecting this response because:
I do not have further information, including the order number, for Ms. *****. It is not her fault her company doesn't keep track of individual customers they plunder.
Simply send a FULL refund (product + shipping) to my address to make it right.
Sincerely,
***** *******Business Response
Date: 08/01/2022
We are waiting on the name, address, phone number on the order and tracking number for return since the customer does not have the order number. Information provided in the complaint does not show an order.Business Response
Date: 08/02/2022
We are refunding the return shipping fee. The merchandise will be refunded when received.Initial Complaint
Date:07/21/2022
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.
July 1st, 2022 I ordered a couple pair of boots of the Bass Pro website. I ordered and paid the sale price listed on the website. I didn’t use coupon codes or any other type of discounts. I paid the listed price. Immediately I received a email confirmation that my order was place and being processed. The follow week July 8th the day that my boots was supposed to be delivered I received a second email stating that my boot order had been canceled due to an error. I started a chat conversation with the BassPro help desk and received no help. I am very disappointed how the order can be canceled without notice a week later. Bass Pro advertised a price on the website and then as consumer I paid the listed price. I feel like that that price should be honored. Not very good customer service from a multi billion dollar companyBusiness Response
Date: 08/01/2022
We resolved this issue with the customer.Initial Complaint
Date:07/17/2022
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.
Went to Bass Pro Nashville met with a sales person in boat sales drew up a custom boat to order got approved paid the 500 deposit the loan was good for 90 days only ask the sales how long it would take to get the boat was told 75 to 80 days that customers boats come first. After three weeks went to the store to check on the boat sales guy was off that day so i talked to the guy who orders boats for the first time he tells me that customers no longer come first when ordering a boat that my boat has not even been scheduled would be next year before it came in so i left the store went back few days later found the sales guy and told him i cancelled my order and he told me i would get my 500 deposit back well ive sent numerous emails made calls sent emails to white river marine and still no one will return my calls or money i want this resolved and my money back for there failed serviceBusiness Response
Date: 07/18/2022
Management will review and contact customer.Business Response
Date: 07/29/2022
Manager left customer a message 7/28 to call him.
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