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:09/09/2024
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 brand new boat from bass pro shop which came with a lifetime hull warranty. My boat has cracks and holes all along the fiberglass on the bottom of the boat and the guys in the shop said this shouldnt be an issue for warranty as there were zero impact points. The warranty company denied the claim. 60k bass boat less than two years old
Business Response
Date: 09/13/2024
When the customer brought us the boat with damage to the hull, he stated he had an accident while trailering the boat. There was enough impact to break the welds on the trailer tie down buckle brackets. There is a chunk missing from the keel guard where the boat slammed forward. He stated he was going to his insurance company and file a claim. Due to the accident, this is an insurance claim issue and not a warranty issue.
Customer Answer
Date: 09/13/2024
Complaint: 22259309
I have reviewed the business' response and am rejecting it because: the damage is alone the entire hull of the boat. Bass pros own fiber glass guy stated this is not due to impact. The thought that cracks and holes along the entire hull are a result of the boat being involved in an car accident where the only damage is bending the cheap welds that hold the straps and boat sliding forward a few inches on the trailer is false. The boats fiberglass issues are coming from air getting under the fiberglass when the boat was being built
Sincerely,
******* ******Business Response
Date: 09/26/2024
The customer brought us in the boat with damage to the hull. He stated he had an accident while trailering the boat, there was enough impact to break the welds on the trailer tie down buckle brackets. He claims he did not see any damage to the hull , there is a chunk missing from the keel guard where the boat slammed forward. He stated after the accident he hit a wake and water started leaking into the boat. Pictures were sent to warranty and they denied the claim due to neglect. We called the customer and let him know warranty would not cover the repair. He stated he was going to his insurance company and file a claim. We had our fiberglass repair shop give him a estimate and he found extensive damage totaling close to $30K . This a insurance claim issueInitial Complaint
Date:09/07/2024
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.
In May I purchased a new tracker bass boat for my kids, after 12 hours of run time and on vacation the engine would not run,had it towed in and brought it back to bass pro after 4 weeks and many hours of phone conversations they replaced the motor.Brought it home to find my cover is ripped,dead battery,never addressed my ongoing trolling motor concerns and heres the best the motor wont start!!!! I call the store and they say they will call back,I wait a week and half no phone call!!So I call them,they ask me to remind them what was the issue again!!! Are you kidding me this is beyond crazy,spent 40k on a beautiful boat and now summer is over and kids back to school with no time spent on boat,I expect them to take this boat back and trade it in for a different brand or refund my money completely!!I cant keep traveling it back to them or the endless phone calls to get things resolvedBusiness Response
Date: 09/13/2024
Customer is bringing in his boat so we can address the issues.Initial Complaint
Date:08/31/2024
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.
Ordered a specific product (a certain mode kayak of a particular size and weight) from Bass Pro Shops (the "Merchant"). Paid high shipping charges for an LTL carrier to deliver. After wrapping the delivery, found it was not the product I had ordered. The only similarity is it is the same brand and color, but not same model, length or weight as what was ordered. Contacted Merchant by email saying I am willing to save them the reverse logistics and resell expense of having a now fully opened [used] product returned. They agreed they would like me to keep the incorrect product delivered but refused to offer a discount /refund me in any way. The product delivered is defined an "unsolicited merchandise" under FTC guidelines. Feel a fair solution is a refund of my shipping charges and discount for the product I ordered.Business Response
Date: 09/04/2024
Customer's shipping is being refunded to his **** account.Customer Answer
Date: 09/04/2024
Complaint: 22222732
I have reviewed the business' response and am rejecting it because:Merchant should be providing a refund of shipping fees paid in addition to a discount for customer acceptance of misshipped product. These would be reasonably enforced should customer file dispute with credit card issuer.
Sincerely,
***************************Business Response
Date: 09/05/2024
We are emailing a gift card for the discount.Customer Answer
Date: 09/05/2024
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:08/27/2024
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 450 tracker 4 ******* from Bass Pro shops in October of 2023. Around April or May it cut off on its own while driving around our property. I finally took it to Bass Pro shops on August 10, 2024. They tried starting it up, but the battery needed charging and they changed spark plug. After doing this it still didnt start. So, they used a snake camera to look into engine and seen some clumpy substance and claimed it was mud. The 4 ******* has never been submerged in water or mud. We bought the ******* for hunting and havent really drove it. It was brand new when purchased and we havent accumulated any hours. Bass pro shops warranty **** will not cover of repairs, because they are claiming that mud is in the engine. As I have stated earlier, there is no way possible we have mud in the engine. Im thinking the clumpy substance is oil mixed with water.Business Response
Date: 10/04/2024
Someone will be reaching out to the customer with a response as the insurance company is handling this.Initial Complaint
Date:08/26/2024
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.
Purchased 2022 SUNTRACKER BB18 w/60 hp mercury motor on 12/7/2021.5/27/23 Motor seized up going across lake, diagnosed by Bass Pro Utica as "water ingestion". After many conversations with ********** staff and co-manager of store, it was determined that "in good faith" they would repair the motor parts as Mercury states "water ingestion" is not covered under their warranty. The cost of those repairs was $4,177.10. There were 23 hrs. on the boat at the time of failure. ********** center was not able to give us a rationale as to why this occurred, and were "intrigued" as much as we were by the event. Two possible reasons ** shared that ******* said was "the customer suddenly threw it in reverse, therefore causing water to get sucked into the exhaust", or "the transducer that was mounted on the boat was causing the water to get sucked back up into the exhaust". We have been boat owners for 40 years, my husband is the driver of the boat and is a very experienced boat owner. 7/23/24 Motor seized up again going across lake. Took boat to ** in ***** and again diagnosed as "water ingestion". 14.4 additional hrs on the boat since initial repair. ** is refusing to cover the cost of any repairs, they are stating that ******* will not cover the repairs. They again have not been able to provide us with a legitimate rational as to why this is occurring. We are requesting new boat motor as there clearly is something wrong with the manufacturing, installation, workmanship of this particular motor. There is absolutely no reason why this should be occurring. We lost two months of boating last summer and will probably lose two more months this summer. If no one can provide us with a rationale as to why this is occurring so that the problem can be amended, then the only choice is a new motor. There has got to be something wrong and it is not because of us. In closing, I'm at a stalemate with ********** dept. as they alleged I have been aggressive with them.Customer Answer
Date: 08/05/2024
Addendum to your questions:
Who is your compliant against? My complaint is against Bass Pro.
If your compliant is against Bass Pro, you should file it against Bass Pro.
Where did you buy the boat? Bass Pro Utica, NYDid you purchase a warranty? The warranty comes with the purchase of the new boat and is under warranty until 12/2024. This is the original warranty. After the first repair during 7/2023, ** had initiated a one year warranty on the work they completed (rebuilt engine). They claim the warranty was "expired by a month" when we took the boat back to them 7/2024.
Addittional information obtained since this report made: the motor is mounted 2" lower than the motors on all other boats on Bass Pro's lot. Identifying this fact may be the culprit for the engine taking on water and seizing it up. ** is aware and continues to dismiss any wrong doing on their part.
Business Response
Date: 08/29/2024
Management will review and contact customer.Customer Answer
Date: 09/10/2024
Bass pro shops replaced the engine on the pontoon boat and delivered the boat with the new engine to our house on Friday August 30, 2024. We are satisfied with the outcome of this case. Its unfortunate that I had to go this route to resolve the case.
Thank you for your time in this matterrespectfully submitted *********************
Initial Complaint
Date:08/26/2024
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.
In June of 2023 Cabela's installed equipment on my boat that included a new Minkota Ultrex trolling motor and live scope. At that time, I noted the fiber optic cable was secured to the shaft of the trolling motor with a piece of electrical tape and was otherwise unsecured. I was assured by the technician this was standard practice. This meant when the trolling motor was deployed the cable had a significant amount of slack approximately equal to the shaft length of the trolling motor.
In early August of 2024 the fiber-optic cable on the live scope was pinched in the trolling motor mechanism and compromised necessitating the replacement of the live scope as the fiber optic cable can't be repaired.
Although the installation was in June of 2023 the problem did not arise until August of 2024. Cabela's does not want to warranty the product because it was installed on 6/2023 but the ISSUE did not occur until 8/2024.
I have contacted the service manager, as well as the assistant GM ******* ********, and finally the GM **** ******* regarding this issue and have not received a reply.
Note that the service manager **** took pictures of the installation and the damaged fiber optic cable. This information was to be passed 'up the ladder'.
Mr. ******* informed me in August that the boat and boat maintenance departments were run by Tracker under Cabela's umbrella. The work order I received (see attached document) clearly has Cabela's-Richfield, WI as a header. There is no mention of Tracker on this document.Customer Answer
Date: 09/04/2024
Page 5 number 13 of Garmin's installation instructions clearly states: "You must route the cable so it is not pinched when the trolling motor is deployed or stowed".Business Response
Date: 10/11/2024
Management is reviewing the issue and will contact the customer.Initial Complaint
Date:08/21/2024
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 ordered a Wicked Ridge M-370 Crossbow Package with ACUdraw (SKU: ?*******?) online from Bass Pro on June 25, 2024 for a total of $485.97. The package was delivered and upon opening and inspecting everything we read from the manufacturers manual that all Wicked Ridge crossbows ship with Alpha-**** arrows. I attempted to reach out Bass Pro customer service on July 31, 2024 with this concern. They refused to honor what the manufacturer manual states even though they are the retailer and selling the product in a condition the manufacturer did not intend. I would like store credit to purchase the arrows that should have came with the crossbow. If the manufacturer is shipping the crossbow with the arrows and intended the product to include arrows, the arrows should have been with the crossbow.Business Response
Date: 08/21/2024
Our website states:
The Wicked Ridge M-370 Crossbow Package with ACUdraw includes: crossbow, scope, ACUdraw cocking device, and ****** instant-detach quiver. Works excellently with Match 400 Carbon Crossbow Arrows (not included).
The customer needs to contact the manufacturer for the arrows since they mention the arrows in the instructions.
Customer Answer
Date: 08/22/2024
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:08/13/2024
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.
Date of Transaction: May 31, 2024 Order Number: # W224592888 Order amount: $3,316.99 Business committed to provide: Garmin ECHOMAP Ultra 2 126sv Fish Finder/Chartplotter with Navionics+ - With Transducer Transducer Model: GT56 GPS Included: Yes SKU: ******* Qty: 1 Nature of Dispute: Initiated a return with the merchant on June 13, 2024. It has now been exactly two months since the item was dropped off for return. Merchant states that refund would not be processed until received at the warehouse, meanwhile the tracking information keeps showing updates every single day for the last two months. ******** customer service, not able to contact through live chat and I am forced to phone in everyday for an update. None of the customer service representatives care about the customer, they are just trying to answer calls and go home, attitude is nasty, service is lazy! Will not be dealing with this company ever again!Business Response
Date: 08/15/2024
We have not received the return yet. We will check with *****.Customer Answer
Date: 08/16/2024
Complaint: 22137554
Thank you for taking action on checking the packages whereabouts, customer service did not even offer to do that within the last month. I will kindly wait for an update, but for now I have to reject this response.
Sincerely,
**** *****Business Response
Date: 08/20/2024
We are still waiting on ***** to deliver the package.Customer Answer
Date: 08/21/2024
Complaint: 22137554
I have reviewed the business' response and am rejecting it because:It has been over a month since I dropped off the return, I need my money back.
Sincerely,
**** *****Customer Answer
Date: 11/14/2024
11/14/2024 KH: I called the consumer, unable to make contact because their phone number is now disconnected.
11/18/2024 KH: I called the consumer again, unable to make contact because their phone number is still disconnected. I will send an email to consumer.
11/22/2024 KH: I called the consumer, unable to make contact because their phone number is now disconnected after sending an email to the consumer, I still have not received a callback or email response.
12/03/24 KH: I called the consumer a final time, unable to make contact because their phone number is still disconnected after sending an email to the consumer, I still have not received a callback or email response.
Initial Complaint
Date:08/02/2024
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.
Ordered on Jul 27, 2024 # W229206912 Store: Cabela's ******** BX30 ****** Gun Safe Lock Type: ****** Gun Capacity: 30 Color: Hammer Gray SKU: ******* Qty: 1 Price: $849.98 Subtotal: $1,099.98 Cabela's doesn't disclose the curbside delivery only notice until after I purchased the 600 lbs. safe. My driveway is a quarter mile, I'm a disabled veteran with back injuries, and I tried to contact their delivery service and explain to the freight service but there was no stopping the attempted delivery. I offered to pay over and above for door side service, but you are prohibited from any shipping/delivery comments. They also told me it shipped immediately but tracking shows differentlyBusiness Response
Date: 08/05/2024
Under "See Important Notices" on the gun safe page we state:
Notice--Gun Safe Delivery.
Convenient prepaid curbside delivery. Safes are shipped via truck and are delivered curbside. The delivery company associates are not responsible for moving the safe inside. Allow 1-2 weeks for delivery
We will issue a refund for the safe once we verify the safe is being returned.
Customer Answer
Date: 08/06/2024
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:07/30/2024
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.
Boat was dropped off for warranty and service repair it was at the ********** location for 3 months, after appointment made that was 3 weeks out, very little communication of course payments still be made on time. When I was finally called two months later service manager stated boat is coming in. I stated coming in its been there for over two months. His reply was we are very busy. Then I received a call two days later stating part had to be ordered to repair power Bimini which is under warranty. The part should come in next week. I stated my frustration and got the run around. I also asked about the lights that have been blowing fuses since purchased and carpet that is discolored on back deck. He stated the lights needed replacing and would give me an estimate. I told him to look at my history that was a former complaint along with the trim and fuel gauges and having no reverse right after the first time I launched the boat which was a major safety issue with children a board. Brand new boat stuck on a dock. ******* service manager came to site 2 days later due to the fact I could not get back on the trailer with no reverse! Cables were not adjusted properly. I proceeded to ask ******* if boats were sea trialed he stated no. Also fuel gauge stuck on full two times I brought it to Bass Pro and damaged boards and loose deck bolts ******* had to have repaired. Upon picking boat up with lost family time living in the boating capital and paying for rental boats and high monthly payments. The Bimini cover was never installed that was under warranty. The carpet is not only discolored on the back deck but now also through out the whole floor. The pontoon on the starboard side has two big fresh gauges/ scratches I had service manager come out and look at it he stated is very fresh, he noted it on paper work, hand wrote of course. Damage to center console at floor cracking and foot pad looks heat shrunk? Lever damage, bolt covers missing.lenses fogged. Poorly stored?Business Response
Date: 07/31/2024
We will check on the issues and contact customer.
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