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:03/26/2025
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.
Gun Library manager added my name to an internal network to prevent me from purchasing a firearm nation wide. I feel this is an invasion to my privacy and 2 Amendment.
Business Response
Date: 03/27/2025
We will check into the complaint, determine what can be done and contact the customer.Initial Complaint
Date:03/26/2025
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 2023 nitro Z20 from bass pro in **** az. Ordered the boat brand new. I purchased a Bimini top with the boat. Bass pro in stalled the top. When I went to pick up the boat they cracked the gel coat with the screws from the mounts. The guy that was showing me the boat showed me that the gel coat had cracked. He told me that if the gel coat cracks more they would repair it. He didnt give me a time frame so I was under the assumption that if it ever cracked they would repair it at their cost. Here it is a year and a half later and it cracked more. So I sent the boat to sun valley fiberglass to get the repairs done. ******** submitted a warranty claim and white water denied the work because its been past the year warranty. I feel like ot shouldnt be a warranty issue but an installation issue and bass pro should pay for it.Business Response
Date: 03/31/2025
We will reach out to the customer.Initial Complaint
Date:03/25/2025
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 the evening of 3/17/2025, I placed an order for slides and casual shoes totaling $58.42 of which $50 was paid via a gift card and the rest with a Cabela's credit card. Upon trying to place the order on Cabela's website, I placed the following shipping address in the order: ****** ***** XACRXJ *********************************************************************************************************** Phone number: ?************?This address is required by my apartment community and due to the local **** (they won't handle packages). My billing address is ****** ***** ************************************************** The ecommerce process was frustrating - I kept changing the shipping address to ****** ***** XACRXJ *********************************************************************************************************** Phone number: ?************?and it kept changing to my old address of ****** ***** ************************************************** after I placed the order - the next morning, I saw that it went to the Frisco address and I contacted Chat which sent me to the fraud department. They said they would do a re-route and check back in about a week (3/24-25) and they would do a re-ship. That did not happen today. I was told to dispute the $8.42 on my Cabela's credit card and that I am out of luck on my gift card of $50. Because of the horrid ecommerce site (Amazon never has issues), I would to be refunded for the $58.42.Business Response
Date: 04/04/2025
We are issuing a refund to the **********, club points and emailing a new gift card.Customer Answer
Date: 04/04/2025
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
****** *****Initial Complaint
Date:03/25/2025
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 customer service through chat about price matching a firearm. I provided all of the infor.ation and they approved the price match. They asked me to call customer service to make the purchase. I advised I did not want to speak to someone and asked of possible to make the order online. They provided me a link to complete the purchase and afterwards I would be credited back the balance of the price match. After making the purchase I reached back out and they advised I would have to pick up the purchase before they would credit me. After I picked up the purchase I went to customer service in the store to enquire about the price match. She would not help me and advised to call customer service. I advised that I will not be doing that as that was the issue from the beginning. A supervisor advised me to contact chat back and ask for the price match refund and approved a $20 gift card for my troubles. After contacting chat I was still not provided my proce match refund and given the run around yet again. All I want is my price match refund I was advised and approved of before placing the order. At this point its the principle.Business Response
Date: 03/26/2025
We are refunding the price match today to the ********** account used to place the order.Customer Answer
Date: 03/26/2025
Bass Pro processed a refund for the price match today. I appreciate your help in getting this resolved. Thank you.Customer Answer
Date: 03/26/2025
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.I really wish they would through the notes and see the way I was given the run around constantly and improve their customer service. we should all do better to be better and I should not have been put through all of this over a $20 price match.
Sincerely,
****** *********Initial Complaint
Date:03/20/2025
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.
************* sends several catalogs every year to my home address. These catalogs are addressed to the name of a previous owner of this house. The owner that it is addressed to hasnt lived in this home for several years. I have been living in this house for a little over two years now and I have called Bass Pro Shops customer service line every few months informing them that that person no longer lives at this address and that I do not want to receive their catalogs. They have told me that they will cancel the catalogs every time I have called. They have said that some catalogs are printed early and that it can take several weeks for the catalogs to stop mailing. I have continued to receive their catalogs every few months regardless. It has been two years now of me calling their customer service line every few months and they still send catalogs to my address. I do not know how to stop them from sending me this junk mail, and would like to know why they refuse to respect my wishes and stop sending me unwanted mail.Business Response
Date: 03/20/2025
The previous owner was removed from our mailing list on 12/3/2024. If the current owner is still receiving catalogs, the mailing labels had already been sent to the printer prior to 12/3/24.Customer Answer
Date: 03/20/2025
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
Lotu AhomanaInitial Complaint
Date:03/08/2025
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 bought a 2022 450 Tracker from bass pro shops in November 2021. I kept the unit in a building and well taken care of when it was in my possession. Since it was financed, I had to have an insurance policy for the duration of the finance loan. I had an accident with the *** which incurred some damages in April 2024. It was dropped off at the ********* service center on April *******. The estimate given to Geico was originally $805. They informed me they were behind on services so it would be a bit before getting it fixed. I agreed said thats fine as long as its within a couple months. The adjuster said they will fix it and contact the insurance company for payment. I called emailed and texted for months with no response from bass pro. Finally in October 2024 I called to get an update and they said it was ready for pickup. The invoice was given to me to send to the adjuster. ***** informed me they needed further documentation to prove why the bill was higher than the estimate. No response from bass pro. Today, I finally went in person and talked with ******** ****** who said that the previous manager was no longer there. The bill given to me this time still did not match the estimate or even the last one I received when the work was finished. I finally told her just let me pay and get the unit and she assured me that she would get the insurance company what was needed for reimbursement. I had to pay for gift cards for them to use Monday to go towards the bill(not sure why). She said hopefully the battery is charged and then told me a new one would be $230 if not. The battery was charged, however the unit was sitting outside in the sun and rain for 11 months. The brand new seat and storage rack on it is destroyed. The bottom is rusted. The paint and stickers are peeling off. I made sure this unit was kept covered and cleaned it every time it was used before taking it to them to fix. This is not acceptable.Business Response
Date: 03/10/2025
We are researching the issue and will contact the customer.Business Response
Date: 03/11/2025
Please see the below message from the location GSM:
****** our GM and I are going to replace the rear cargo bag/seat that she pointed out in her note below. ******** our SM is getting the information that her insurance is requesting to pay for the water pump housing that ended up needing to be replaced as well.
We did have her purchase gift cards at the time she came to pick up. We did send the customer a copy of the receipt showing the gift cards being put towards her customer number that afternoon.Initial Complaint
Date:03/01/2025
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.
When customers order an expensive rod and reel combo, (fishing rod and reel) ******* packages this expensive item in a flimsy card box instead of a hard cardboard tube. The box and item inside gets destroyed every time through their contracting shipping company. Customers pay good money for the items they order from Basspro and Basspro should insure that they are not using the cheapest materials to do so. ******* should upgrade their shipping standard materials and care to insure that the orders their customers place arrive intact!Business Response
Date: 03/02/2025
We will contact the customer for more information and replace the combo rod and reel.Customer Answer
Date: 03/03/2025
Complaint: 23006765
I have reviewed the business' response and am rejecting it because: never offered to investigate other orders of rod and reel combos and see how many times it took me to get a product that wasn't destroyed. Never offered to replace the broken product on the order # I gave, only offered an explanation that their company was "working" on getting all their facilities changed over to better packaging. I've spent thousands of $ with this company and it's the same result every time cause ppl don't do their job and act bothered if a customer complains.
Sincerely,
*********** ******Business Response
Date: 03/04/2025
The customer was referring to an order from 6/13/2023 and the rod was thrown away instead of letting us replace it. We have changed the packaging on combos since 2023 to avoid damaged rods.Initial Complaint
Date:02/26/2025
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 a boat in July of 2023. The boat is a lemon and has been in and out of the service ***** They are unable to fix the boat therefore they are sending it back to the manufacturer. I have requested a refund, but they denied it. They said they were willing to let me trade it in, but it was a one-sided deal that would only put more money in their pocket. 2nd issue that is equally important is the poor service and incompetence of the service department. It's been a complete nightmare dealing with them and they seem to have no remorse for the terrible service they have provided. It almost feels to me they have no one to answer to which gives them the " I don't care attitude". I am at my wits end and I do not know who to turn to for them to make this right.Business Response
Date: 02/26/2025
We will review the issue and contact the customer.Business Response
Date: 02/27/2025
Good Morning,
Please see the below message from the location GSM regarding Mr. ******* concern:
In regard to Mr. ****** myself, my GM, Service Manager, ***** ****** and ***** have all spoken with Mr. ***** several times.
I have attached the documentation but I will also summarize the situation for you.
Mr. ***** has had his boat in and out of our shop several times over the last year.
On several occasions he was unwilling to leave his boat here long enough to get it properly worked as he had tournaments to fish.
Late last summer he asked for a new boat, as he stated he had lost confidence in his boat's ability to ever perform properly. ***** and I worked out a deal for a model year upgrade that was only going to cost him $7,000 or so but Mr. ***** declined that offer. Then ***** and I worked out an even swap, model year for model year, but Mr. ***** said that he didn't like that deal either.
After denying trade in offers, the decision was made to return his boat back to the factory. We spoke with Mr. ***** and had him come in with his boat to get it prepped and sign the paperwork. Initially Mr. ***** declined to sign the paperwork and took his boat back home.
Earlier this year Mr. ***** reached back out and said that he was ready to send his boat back to the factory. After cancelling his first appointment, Mr. ***** dropped his boat off two weeks ago to be shipped back to the factory.
The day after he dropped off his boat, we started preparing his boat for shipping.
Mr. ******* boat is scheduled to be picked up today and shipped back to the factory.Initial Complaint
Date:02/21/2025
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.
Had a warranty issue with a broken rod, was given rma to send back to be fixed or replaced. Was told by agent I had to send reel back also since qas bought as a combo. Bass pro only sent a rod back and not the reel. Reel was attached to rod tube, they would NOT have been able to remove rod from tube without removing reel from it first. They should have photo proof at return center when it was recieved.Business Response
Date: 02/21/2025
We will research the return. The *** W101986894 is not showing in our system. Customer needs to provide order date for the combo and the *** number of the reel returned.Customer Answer
Date: 02/24/2025
All the info is in the snapshot i am attaching including origninal order number, sku and date.Business Response
Date: 02/25/2025
A new reel is being shipped on order Y118337034.Initial Complaint
Date:02/19/2025
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 a van staal fishing reel from bass pro which I have never received, I called and told them about the issue and they said they have a picture of it on my porch. Which I never seen, and why wouldnt they require a signature on a $600 order? I called and someone told me it is their fault and greatly apologize and said he will send out a replacement and gave me a $20 gift card for inconvenience. AWESOME, GREAT! But wait that promise delivery date passed and I STILL havent gotten anything, called back 3 times to hear theres no one I can talk to. A few days pass I called back and got in touch with ****, which was no help at all. He said he cancelled the replacement order I then asked if theres anything he can do to make this right and he blatantly said NO terrible experience, terrible customer service, stay away at all cost.Business Response
Date: 02/21/2025
The customer disputed the credit card charge. We are working with the bank now.
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