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:07/03/2024
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.
Complaint Details I placed a order on June 6, 2024 order #Y115755485. I returned the order on 6/13/24 and they received the return on 6/18/24. I was refunded 7/14/24 but on 6/28/24 I was recharged. I called Cabelas customer service and spoke with 6 different people and was told 6 different things. The warehouse said that they received a backpack and not the items I returned. The first representative I spoke with told me that the tracking number I have is different than the tracking number that they have. I attached a copy of my QR code with the tracking number that they gave me for the refund. Another representative use the tracking information that they have on the package that was delivered, and it says that the packing label was damaged that it is a possibility that ***** put the wrong tracking label on my box. They told me I had to call *****. I called ***** and they said that I cannot file a claim because I am not the shipper that the shipper has to file the claim so I called Cabelas back and told them that they have to file a claim and they told me they cannot do that and they would not try. I spent over 3 hours on the phone speaking with different people.Now they are saying theres nothing they can do for me. Its not fair that I being charged for items that I dont have. I used the box and label they sent me and now Im being charge for someone elses mistake. Im so disappointed
Business Response
Date: 07/06/2024
Customer submitted same complaint on 7/6 ******** with documents.Customer Answer
Date: 07/08/2024
I placed a order on 06/6/24 order Y115755485. I returned the order on 6/13/24 and they received the return on 6/18/24. I was refunded 7/14/24 but on 6/28/24 | was recharged. I called Cabelas customer service and spoke with 6 different people and was told 6 different things. The warehouse said that they received a backpack and not the items I returned. The first representative I spoke with told me that the tracking number I have is different than the tracking number that they have. I attached a copy of my QR code with the tracking number that they gave me for the refund. Another representative use the tracking information that they have on the package that was delivered, and it says that the packing label was damaged that it is a possibility that ***** put the wrong tracking label on my box. They told me I had to call *****. I called ***** and they said that I cannot file a claim because I am not the shipper that the shipper has to file the claim so I called Cabela's back and told them that they have to file a claim and they told me they cannot do that and they would not try. I spent over 3 hours on the phone speaking with different people.Now they are saying there's nothing they can do for me. It's not fair that I being charged for items that I don't have. I used the box and label they sent me and now I'm being charge for someone else's mistake. I'm so disappointed in the horrible customer service Im receiving. When I asked about the items I returned, they said that they could be in the warehouse and would be scanned later but as of right now they have a backpack on file as being returned. I told them that I did not order a backpack and there was no backpack in my order. All they said was that that is what they received and theres nothing they can do. I told them I want them to send me the backpack back because if theyre saying thats what they received and they recharged they should send me the backpack. They also said they cannot do That. It has been a month.Business Response
Date: 07/08/2024
Customer was recharged because we did not receive the merchandise back that the customer ordered. We have spoken to the customer multiple times and she never asked to have the backpack back. We are checking to see if our returns department has the backpack to return to the customer.Initial Complaint
Date:07/03/2024
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 ordered an item from this store on June 10th, because it was in stock and I needed the item right away. The store charged my card immediately and I received a confirmation of my order and bothing else.I was not given any shipping information and when I called customer service, they said that this was standard. It has now been nearly a full month and I have not heard a peep.I was charged for an item they never sent me, and I have no tracking information or let me know whats going on. **************** is zero help and I have gotten no answers from the store. Scammers at their finestBusiness Response
Date: 07/06/2024
We have emailed the customer for more information.Initial Complaint
Date:07/02/2024
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.
For several months Bass Pro / Cabela's (**)had the Mossberg 590 Shockwave 7-Shot Pump-Action Shotgun (SKU: *******, Mossberg # *****) listed as "limited stock" at the location in *******, **. The store is 1-hour drive for me, so I did not want to make the drive and have the item be unavailable. Instead, I waited for it to be in stock for "ship-to-store." In June 2024, it became available for ship-to-store and I attempted to order it during the 10% off coupon offer. The website would not allow me to do it. I contacted ** on several occasions by phone, email and ******** to try to get the issue resolved. Eventually, one of the reps stated they would send the issue up the chain to "Legal and Compliance (LC)." Yesterday, 7/1, I finally got a call from customer service who stated they had a response from LC stating that this firearm was restricted in the state of ************. She stated that the law prohibits ** from selling this firearm in the state of ** or to any resident of **. That is false; it is not. I asked for a phone number, email or mailing address for LC so that I could try to get this error correct and was given a phone number. However, I called that number and the person I spoke to said she is not with LC and LC does not have contact information. I work closely with Second Amendment attorneys in my state to promote gun rights, so I am well aware of the laws in my state. There are no laws in the state of Pennsylvania restricting this particular firearm - none. My attempts to reach ** to get this corrected have been unsuccessful. **************** has no desire to even attempt to get it corrected.Business Response
Date: 07/03/2024
****************** is correct this is not a PA law, however, the issue is how ATF recognizes this firearm on the ******************************************************** As a result, our company has decided that none of our PA locations will sell this firearm to prevent issues with any firearm discrepancy types.Customer Answer
Date: 07/04/2024
Complaint: 21934433
I am rejecting this response because: It's a nonsensical response. If we were talking about the 14.5" barrel variant, there might be some confusion as to the classification of this gun at state vs federal levels. However, this particular model has an 18.5" barrel and thus is classified as a shotgun under Pennsylvania law and as a firearm at the federal level (per the ATF's definition). Neither the state nor federal governments classify the 18.5" as a pistol or AOW. In short, the background check would proceed as usual with no conflict between state and federal levels.
Sincerely,
***********************Initial Complaint
Date:06/25/2024
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.
Purchased a new pontoon boat in april of 2020 from Bass Pro Shops in *******. Boat decking and carpet started showing signs of corrosion in Dec 2020. I reported to Bass Pro shop in **** and they said they would continue to watch it. Brought it back at the end of 2021 and they took pictures and said they would send off to corporate to get repaired. ****************** changed personnel and nothing ever happened. Took boat back in for the same concern mid 2022 and service department took more pics and never got back to me. Took it back early 2023 and they had no previous pics so again, I was pushed off and new pics were taken. Late 2023 pics were again taken for the factory. They approved work and I took the boat in for repair Dec 2023. I still dont ETA on the return of my boat, and have been without my boat for almost 8 months. I would like my boat repaired or replaced in a timely manner. 8 Months is not timely.Business Response
Date: 06/26/2024
Management will review and contact customer.Initial Complaint
Date:06/01/2024
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 am a long time customer of ********************** in *******. This past 6-8 months me and my wife have been going there to purchase clothing and other items and started noticing fraudulent pricing. On the first instance my wife bought a sweater full price for $39 cad and the next week the same item was on sale so we went back to buy another one and with a %40 discount wa now $49. This has happened over and over with numerous items since then. They have a regular price then advertise a discount and when you go to buy the discounted products they are marked way up and the final price is either the same or more expensiveBusiness Response
Date: 06/04/2024
We will contact the customer for more information so we can check the pricing issue.Initial Complaint
Date:05/30/2024
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 purchase a generator from Cabela's / Bass Pro shop online . They already gave me the hard time during the purchase one moment it was available the next minute the order cancelled. I believe I spoke with the same lady ***** . ***** is nasty in a nice way condescending and sly with her tone and remarks . We had a storm here in ******* which cause me to use my recently purchased generator but to my surprise more then the box was damaged the generator had a big dent on the vent . I took pictures it was new out of the box . She said nothing they could do about it being delivered like that 60 days had passed . She gave me Champion's the maker number . I advised her this came from their store . She really just ignored me . I would like a billing adjustment or arrangements for a replacement . I don't tend to open something that should be new to inspect it . I trust the company to deliver and be about their word .The generator is heavy the damage was notice after taking completely out of the box .Business Response
Date: 05/30/2024
We will contact customer to resolve.Customer Answer
Date: 06/06/2024
I am satisfied with the resolution.Initial Complaint
Date:05/28/2024
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 bought the Mako 18 LTS from Bass Pro / White ***** on 07/18/2023. It has been in the shop 4 times for various warrenty work. The were electrical problems with smoke coming out of the breakers, bad batteries, wiring issues, charger issues and trolling motor low speed. I think they wired the 12V system to the 24 V system, don't know for sure. It is now in the shop since 15 Feb. The hdy pump for the jack ***** is leaking. Emailed them yesterday and they say there are still waiting for the part. I have talked to them many times, in person, phone and email, trying to resolve the problem. A good point of contact is ***********************, Assit. GM. I'm asking the boat be fast tracked and repaired quickly. One of the service guys told me they are selling so many new boats that they don't have time to work on mine.Business Response
Date: 05/29/2024
We will check on the status of the repair and contact the customer.Customer Answer
Date: 05/31/2024
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:05/14/2024
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 recently purchased a new boat, but unfortunately, there were some minor scratches that needed to be addressed. The dealership has attempted to rectify the situation by repainting the boat twice, but I still have not been able to take possession of it, despite the initial expectation that the repairs would be completed within two weeks.Without my explicit authorization, the dealership decided to sand down the entire boat and repaint it. Given the ongoing delays and the fact that I have already made a significant down payment and am incurring interest charges, I would like to explore the possibility of canceling the current finance agreement and considering the purchase of a different boat if the repairs cannot be completed by the 22nd of this month, which marks two months since the initial transaction.Business Response
Date: 05/15/2024
We are working with the customer to resolve the issue.Initial Complaint
Date:05/14/2024
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 a Tracker v175 Pro Guide that was defective. Here is a list of repairs/defects that were found. 1. Before I could pick up the boat, steering cables had to be replaced. This delayed us getting the boat for 2 weeks. 2. First trip on the water the trolling motor broke off. 3. 2nd trip, there was an issue with the fuel lines and the engine would not run. We had to get towed back in. 4. Issue with the wiring on the phone charger causing the battery to drain when not in use. 5. This was supposed to have been fixed, they sent us home, told us to use it, but it was still dead. 6. Wiring harness replaced, apperantly this was defective as well. Battery and maintainer also replaced.7. Gauges foggy and defective, had to be replaced.8. Straps on the front of the boat cover coming apart. 9. Crack in passenger side dashboard plastic. 10. Window seals already coming loose 11. Cracked latch on the battery compartment. 12. Loose hub on trailer bearing. Also were told that there was a bearing buddy ****** on the trailer so it could be greased, but there is not. Overall, this boat has had Nothing but problems, and each time I have to drive around 70 miles round trip to get to Cabelas, take time out of my day, pay for gas, pay for a tow on the water, all because they sold me a defective boat. So far there has been no recourse except to keep endlessly repairing it everytime something goes wrong. We are looking for financial compensation for the tow and all of the trips back and forth.Customer Answer
Date: 05/15/2024
Hello,
I would like to close this complaint as the company is now working out a compensation offer to me. Thank you.
Business Response
Date: 05/15/2024
Management was in contact with the customer on 5/14 and is working with the customer on a resolution.Initial Complaint
Date:05/09/2024
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.
Boat was purchased at Cabelas in ********, ** (2+ hrs away) but we service at ************* (1+ hr away) in *****, **. (Both owned by same company) I spent about $45,000 plus 8% sales tax and other unnecessary money trying to fix the boat.I took the boat in for service a few different times. Water kept getting in the gas tank. I told the dealer that there was something wrong with the boat like a cracked gas tank. They didn't believe me and kept pointing the finger at me or someone else. First service trip they said I received bad gas or someone sabotaged my boat. The gas tank was half full of water. There is no way that much water gets in the tank especially when it's parked in my driveway secured and has 24/7 camera on it. The dealer was supposed to diagnose the boat which is typically an hour labor but instead call me up to pick up the boat and pay 8 hrs of labor at $150+ an hour. They said I need all these different parts and it still may not fix the problem. I told them they are out of their mind and called store manager. Which store manager knocked down to 3 hrs and eventually refunded my money back for that. I took it to another dealer (CRs Marine) and paid them $800 to drain all the fuel and start fresh. They said boat was fine as well. This year as a precaution, I took the boat to CRs Marine again to check the fuel. Sure enough, the gas tank was half full of water AGAIN! I immediately brought it BACK to Bass Pro Shop in ***** and said this has to stop. Something is wrong with this boat.They finally listened to me and Bass Pro Shop FINALLY found that the gas tank was damaged. I am concerned about the amount of work they need to put into the boat and tearing it apart. The boat will never be the same and the damage the water has done to the engine. After all the time, money, trips and phone calls I am done. I just want my full money back plus any other money spent for repairs. I am willing to buy another boat. I feel like this is a lemon.Business Response
Date: 05/10/2024
Our boat department will review this and contact the customer.
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