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.
- 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:03/28/2025
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 am filing this complaint against Bass Pro Shops due to their lack of transparency and unfair business practices regarding online order fulfillment and refunds.On 3/23/2025, I purchased an item through the Bass Pro Shops website for in-store pickup, taking advantage of a $10 online discount, I paid $130. Before placing the order, I confirmed that the item was in stock at my local store. However, after five days without receiving a pickup notification, I contacted customer service and was informed that the item was being shipped to the location even though the item was in stock at the store. I was then told that the shipment was delayed by 1 to 2 ******** this point, I requested to cancel my order since I could not wait that long, but I was informed that Bass Pro Shops system does not allow order cancellations. Instead, I was told that my order would be placed on a list for cancellation only after the store received the shipment, meaning I would not receive my refund for at least 1 to 2 weeks.This is completely unacceptable. Bass Pro Shops knowingly held my money for an extended period without providing the product I paid for, and they failed to communicate any of this at the time of purchase. Had I known any of this, I never would have placed the order. Now, not only am I left without an essential item for work, but my money is tied up, preventing me from purchasing it elsewhere.This lack of transparency and refusal to process timely refunds is a deceptive business practice that takes advantage of customers. I am seeking an immediate resolution, including a full refund without further delay. Additionally, I urge the BBB to investigate Bass Pro Shops online order policies to ensure that other customers do not fall victim to these unfair practices.
Business Response
Date: 03/31/2025
Order arrived at the store on 3/28, 5 days after the order was placed. We will issue a full refund.Initial Complaint
Date:03/27/2025
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.
We are now on our 2nd 800SX after our first 800sx was a lemon and dangerous. I was also talked into buying the extended warranty for our 800sx, told how it was a great deal, but recently when an axel broke and I called multiple locations looking for the part and hopes of a repair. I was told parts were back ordered and wouldnt have them for a couple months and repair would happen till even later.I was given the part number and then I went online and entered the number in ****** search. Found the exact matching parts ordered them and had them overnighted. I had plans for our 800sx and NEEDED IT, so a great friend is helping me. It really stinks that I paid a lot of money for an extended warranty that is worthless. Customers beware, if you buy a **********************, you better have somebody who's a good mechanic because you aint gonna get help from tracker or Bass Pro.Business Response
Date: 03/28/2025
We will review and contact the customer.Initial Complaint
Date:03/27/2025
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 recently purchased a fishing reel and rod from your store, but unfortunately, I encountered an issue with them. When I attempted to return the rod, my request was denied, and my warranty claim for the reel was also rejected. I am reaching out to seek clarification and a fair resolution to this matter.The rod was well within the return policy timeframe when I attempted the return. I am unsure why my return was denied, as I followed all necessary procedures. Additionally, I believe the reel should be covered under the warranty.Business Response
Date: 03/28/2025
We will contact the customer for more information.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:03/24/2025
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 new Tracker 800 SX LE off road Side by Side UTV from Bass Pro Shops. I paid cash for it, and paid cash for their "Bullet Proof" extended warranty, on the sales representative's advice. "Because it will cover everything". I rode it around my small three acre property for a year without a single problem. At 12 hours and 53 miles on the unit. Low gear went out. I took it back to Bass Pro Shops on February 10, 2024. The service advisor ******* ******** told me that there was a recall on the unit because of something in the transaxle. They sent information to *******, who manufacturers the unit. ******* claims the damage was something I did. I'm 51 years old. I'm not out hotrodding the unit. I use it to take my small *** boat down to a river on the back of my property. I've only used 4X4 one time, and that was just mud on the trail leading up to my house from the river.. There's not even a scratch on the unit. After over a year of going back and forth on it. They finally have my UTV repaired. It's going to cost me $1,465.00. to get it back. I don't think I should be the one paying for the repair. Especially when I purchased the "Bullet Proof" extended warranty. If Bass Pro Shops or Textron don't want to pay, they should at least give me the money back that I paid for the "Bullet Proof" Extended warranty.Business Response
Date: 03/24/2025
We will review and contact the customer.Business Response
Date: 03/28/2025
Mr. Crumbley brought his unit to our service department with a complaint of a transmission issue, the transmission it seems would not go into low gear, my Service Manager at that time had the Tech who is Tracker Off Road certified, check out the unit and removed and disassembled the transmission, components within the transmission were found to be broken, at that time the customer was advised that Tracker Off Road Warranty department needed to be involved, a warranty claim was filed and TOR denied the claim citing abuse, we advised Mr. Crumbley about this and we were requested to escalate the claim to someone with a greater ability to override the original denial, we did this and the claim was again denied, at this point we attempted to go through the Regional Service Manager to no avail, at this point we advised Mr. Crumbley that we had exhausted all avenues available to us and advised him to call the TOR Consumer Warranty Line, Mr. Crumbley did this and did not get satisfaction, he then sent an email that the Service Manager sent to Base Camp, finally we receive the ok to offer Mr. Crumbley the transmission at a cost of $400.00 + cost of installation, on 11/27/2024 Mr Crumbley reached out and accepted the offer and instructed us to repair the unit, we ordered the transmission that day, but the transmission was delayed for quite some time, when it finally arrived, we advised Mr. Crumbley of its completion, Mr. Crumbley has yet to pick up his unit.Customer Answer
Date: 04/01/2025
Bass Pro Shops has not responded as of 04/01/2025.Customer Answer
Date: 04/01/2025
Complaint: 23107853
I have reviewed the business' response and am rejecting it because:
They have not reached out to me as of 04/01/2025.
Sincerely,
Daniel CrumbleyBusiness Response
Date: 04/01/2025
Mr. Crumbley was offered the transmission at a cost of $400.00 + cost of installation, on 11/27/2024. Mr. Crumbley reached out and accepted the offer and instructed us to repair the unit, we ordered the transmission that day, but the transmission was delayed for quite some time, when it finally arrived, we advised Mr. Crumbley of its completion, Mr. Crumbley has yet to pick up his unit.Customer Answer
Date: 04/02/2025
Complaint: 23107853
I have reviewed the business' response and am rejecting it because:
I have not been offered the transmission at a cost of $400.0. I have only been told the price is $1464.00. I would go pick it up today if it was only $400.00.
Sincerely,
Daniel CrumbleyCustomer Answer
Date: 04/21/2025
Every time I call them, I either get put on hold with someone else, or transferred around until I get frustrated and hang up. They never offered me a reduced cost of $400.00 in November. I was offered a cost of $1,465.00 and I told them to go ahead and do it, but I still wasn't happy. I just figured it would be the only way to get my unit back. Then it still took until late last month to get it finished. I haven't picked it up because I thought, if I do, they'll tell me it's too late to do anything else. I'm not just a regular customer that goes in there every now and then and spend a little money. I've been a Preferred Rewards Customer, which means at one point or another, I was in the top 10% of all spending. I pass numerous other sporting goods stored with better prices because I like the people at Bass Pro Shops. I even paid cash for this unit, and the extended warranty, that apparently doesn't cover anything..Customer Answer
Date: 06/12/2025
06/12/2025 AB: Called consumer unable to leave a vm.
06/18/2025 AB: Called consumer and unable to leave a vm.
06/18/2025 AB: Sending email to consumer to schedule a date and time to talk.
06/30/2025 AB: Called consumer and left as message. Closing this complaint out as answered.
07/01/2025 AB: Consumer called and stated that he did know the product was ready requested from the consumer a copy of the warranty, consumer stated that he would send a copy to my email.
Business Response
Date: 06/19/2025
06/19/2025 AB: Called and spoke to Tish and sent her an email through Outlook.
06/24/2025 AB: This is a email from the business:
We tried contacting Mr. Crumbly today, he didn't answer the first phone number. We called the second number and reached his wife. She didn'tknow the unit had been ready since April and said they would pick up the unit next weekend.Trish Wolfe
Bass Pro Shops
Customer Advocate
417-873-5813
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.
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