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:03/01/2025
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.Initial Complaint
Date:02/13/2025
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 Ranger Boat on 1/27/2025 from Bass Pro Shop in ***************. Part of the purchase and in the bill of sale I was promised a $1000 Cabelas/Bass Pro stores gift card with the purchase. I did not receive this electronic gift card and am getting the run around. Ranger boats, Bass Pro and Cabelas are all owned by the same company and all are in on this scam. I have contacted each of them numerous times with no resolution.They have NO INTENTIONS of delivering this gift card.Business Response
Date: 02/13/2025
We will check on the status of the gift card and let the customer know.Business Response
Date: 02/17/2025
Customer has received the gift card.Initial Complaint
Date:02/13/2025
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 called and asked to have a legal firearm transferred to their gun department, I told them it was a braced firearm, and they said okay and told me they would accept it and they sent the company I purchased the firearm from their information, and upon receiving my firearm, they sent it back immediately and gave me an email saying they would not accept the firearm as it was company policy. I called and confirmed with the team lead that there was no indication that they would not accept the firearm, as it is legal in the state of ******** and nowhere on their website or signs in their store does it state that they will not accept firearms with a pistol brace. I was transferred to what I believe was the store manager and he was incredibly dismissive, and told me that my employees would not have accepted this firearm. They didnt tell you they would accept a braced firearm. And informed me there was no solution and they already sent my gun back to the manufacturer, thus causing me to be stuck with a $300 restock fee. I asked if they could transfer it to a different FFL or any other solution, and was met with a nope and an incredibly dismissive and a very demeaning tone the entire conversation.Business Response
Date: 02/14/2025
If the customer finds another *** dealer to ship the firearm to, he shouldn't be charged a restock fee.Customer Answer
Date: 02/18/2025
Complaint: 22934218
I have reviewed the business' response and am rejecting it because:
I was forced to pay a $90 Reship fee from ***************** to send it to another FFL due to the actions of Cabelas / Bass Pro Shop, to which I do have the receipt for. Nowhere on their website, in store, or over the phone was I informed of their No Pistol Braced-Firearms Policy, and they were aware of the firearm they were receiving when they accepted the *** transfer request. The team lead confirmed over the phone that there is nowhere where it is posted stating this company policy. I do not understand why I was not informed of this policy during any step of the process, and Cabelas went through no effort to attempt to make it right.
Sincerely,
**** *******Initial Complaint
Date:02/12/2025
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.
PURCHUSED NEW *** FROM BASS PRO IN ********************************** 600. IN DEC 2023, *** HAD MOTOR ISSUE IN JUNE 2024 WITH 200 MILES, TOOK TO ******* FOR REPAIR. (CRANK KEY WAY WAS BROKEN) BROUGHT HOME AND LASTED ABOUT A HALF MILE RIDE AND BROKE AGAIN. CALLED TRACKER WAS ADVISTED TO TAKE TO A DIFFERNT REPAIR SHOP IN ******* VA, STAYED THERE TILL NOV 2024 WHEN I WAS ADVISED THEY COULD NOT REPAIR AND TO TAKE TO ANOTHE REPAIR SHOP IN ******* **, THERE IT WAS DIAGNOSED AND NEEDED A NEW MOTOR, NEW MOTOR WAS INSTALLED AND I PICKED UP 1/13/2025. (WHEN PICKED UP THERE WAS OLD USED PART PUT ON IT) *** RAN AS SHOULD. A WEEK LATER TRACKER OFF ROAD CALLED AND SAID FOR ALL THE TIME IT WAS IN SHOP THEY WOULD EXTEND MY WARRANTY TILL 3/15/2025. SAID THEY COULD NOT DO ANYTHING ABOUT THE USED PART. FROM 1/13/2025 TO 2/9/2025 WE HAVE RIDING *** 49 MILES WITH A TOTAL OF 249. ON 2/9/2025 THE *** HAD NO REVERSE AND WAS MAKING A CLUNKING NOISE. MONDAY 2/10/2025 I EMAILED THE PERSON I HAD BEEN IN CONTACT BEFOR AT TRACKER AND WAS ADVISTED TO TAKE BACK TO BASS PRO FOR REPAIRS. I CALLED BASS PRO IN ******* AND HAVE DROP OFF APPT ON 2/15/2025. AS OF NOW THE *** WILL NOT EVEN ROLL ANY MORE. I WILL BE DRIOPPING IT OFF AT BASS PRO ON 2/15/2025. BUT WOULD LIKE HELP RESOLVING THIS ISSUE, NOT SURE IF THERE IS A LEMON LAW ON ***'S BUT NEED SOME HELP PLEASE.I WOULD LIKE TO JUST RETURN AND GET A REFUND, ANY FURTHER QUESTION PLEASE FEEL FREE TO REACH OUT TO ME ************ I WAS NOT ABLE TO FIND TRACKER OFF ROAD IN YOUR BUSSINESS LIST MIGHT ALSO BE TEXTRON SPECIALIZED VEHICLES 1451 ****** ************************************Business Response
Date: 02/14/2025
We will review the issue and contact the customer.Initial Complaint
Date:02/10/2025
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.
Page 443 of the Bass Pro Shop catalog states you can buy the product with spot lock Pictured for as low as $799.99. When inquiring about the product, they switched products to a higher priced model $1399. This is equivalent to a bait and switch. If I would not have thought enough to investigate the product, I would have bought a product that did not have what was advertised. When brought up the price they are like well this is like buying a TV we start with the low end model. That is not what is advertised on page 443.Business Response
Date: 02/12/2025
Our catalog states PowerDrive Bow-mount trolling motor starting at $799.99. We list 4 different SKUs so you can choose which motor will work for you. One motor does sell for $799.99, and the price varies on the other motors. Picture of ad is attached.
Customer Answer
Date: 02/12/2025
Complaint: 22922180
I have reviewed the business' response and am rejecting it because: My compliant is the picture accompanied with the price of $799.99 shows and states spot lock. Does not state select models have spot lock picture and price are on the same page, this makes a person believe the spot lock is available at the $799.99 price. While Reviewing Minn Kota's site I see the same advertisement so believe the advertisement forwarded to Bass Pro was not reviewed before being placed into an add.
Sincerely,
***** *****Business Response
Date: 02/14/2025
The Spot lock is listed beside the Minn Kota Terrova trolling motor which does state it comes with Spot Lock. The Spot Lock is not listed in the description of the PowerDrive Bow mount because there are four different SKU numbers.Initial Complaint
Date:02/10/2025
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.
October 2024 purchased a Bass pro shop sweatshirt received with the alarm tag on it, called customer service, they did not have the same one in stock will exchange for another 1. Will send a call tag to send item back. The item was returned & checked in on January 6th. Order # Y116634717 . WE have been charged for 2 sweatshirts once in October & once in December . Still waiting for credit back to credit card. Have called multiple times.Business Response
Date: 02/10/2025
The original order was 8/25. We shipped a second hoodie on 9/12 with the understanding the hoodie with the security tag would be returned within 30 days to avoid another charge. The hoodie was not returned until January which caused the second charge. Our returns department is behind due to the holidays. As soon as they process the return, a refund will be issued for the second charge.Customer Answer
Date: 02/11/2025
Complaint: 22920806
The order was placed in October & received in November. They have their dates wrong. We do a lot of business with them. They need to go back & look closer at the correct order # that was provided.
Sincerely,
******** *********Business Response
Date: 02/13/2025
The order number provided in the complaint is from 9/12/2024. Please provide the correct order number for October 2024 so we can check on the right order.Customer Answer
Date: 02/14/2025
the only order information that I have is order number # ********* credit card was charged in october 2024 and december 2024 for the same merchandise , the answer that they are behind on returns is not acceptable. We are halfway through February. Thank you.Customer Answer
Date: 02/21/2025
I am sorry that you did not receive my previous response! I have not yet received the refund owed to me!! This is STILL unacceptable for an outfitter as BIG as them. They do not have the correct order # , my order was placed in October, received in November. Waited for a call tag that was not received by email, so it was mailed to me, returned the sweatshirt to them in January, it was checked in on 1/6, I believe. We spoke with ****** she said we would have the funds returned to the ********** by Jan 28th . Here we are 2/21/25. No credit The original shipment has a security tag on it, otherwise we would have kept it!Business Response
Date: 02/24/2025
We are issuing a refund for $52.17. Please allow a few days for the refund to show on the ********** account.Customer Answer
Date: 02/24/2025
Thank you for your response. We were told that the refund would also be issued and to please be patient with them. Let's hope that it will be processed before April!.
Thanks again!
Initial Complaint
Date:02/06/2025
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.
ON 02/05/25 I WENT TO EXCHANGE MY ROD AND REEL COMBO I PURCHASED ONLINE REEL WAS SENT TO ME BROKEN AFTER IT WAS EXCHANGED I PURCHASED SUFIX 832 ADVANCED SUPERLINE 50LB BRAIDED LINE 300YARDS TO CHANGE OUT LINE ON REEL FROM MONO TO BRAIDED THE GENTLEMAN THEY HAD HELP ME TRIED TO CONVINCE ME TO NOT CHANGE LINE DUE TO MONO WORKING BEST FOR HIM I ALWAYS APPRECIATE PEOPLES OPINION I TOLD GENTLEMAN I CHANGE ALL MY REEL LINES TO BRAIDED ITS WHAT I PERFER THEN IM TOLD WELL SINCE I WANNA CHANGE ITS GONNA TAKE ***** MINS WHICH I WAS FINE WITH BECAUSE I WAS STILL SHOPPING WHEN I WENT BACK TO GRAB MY ROD AND REEL GENTLEMAN LOOKED AT ME AND SAYS HE OVER SPOOLED MY REEL AND IF IT DOESNT CAST RIGHT JUST TO REMOVE ABOUT 50 YARDS OF IT FROM THE START THE GENTLEMAN WAS UPSET I DECIDED TO JUST LEAVE BECAUSE I FELT DISRESPECTED IVE MADE ALOT OF PURCHASES TO BE TREATED THE WAY I WAS ESPECIALLY WHEN THE COMPANY OFFERS RESPOOLS ASLONG AS I BUY PRODUCT FROM THEMBusiness Response
Date: 02/06/2025
We will contact customer for more information to resolve this.
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