Business Profile

Sporting Goods Retail

Academy Sports & Outdoors

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Academy Sports & Outdoors's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

127 total complaints in the last 3 years.
39 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:04/09/2025
Type:Customer Service Issues
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 items online the items never came in I filed a complaint with *****, ***** stated they will reimburse the sender then they will reimburse me but academy is refusing to reimburse me and is keeping the money from the ***** claim on my lost package
Business Response
Date: 04/10/2025
Dear Valued Customer,

Thank you for choosing ********************** + **********************.? We value you as a customer and appreciate your feedback.

After review of your concern, there is a history of orders reported not delivered. We recommend updating your shipping address, as all packages matching the shipping address show delivered by the carrier to the address submitted on the orders. As an alternative, it is recommended to shop in-store moving forward.

As referenced in our terms and conditions, when merchandise is purchased on our site, "the risk of loss and title pass to the purchaser upon delivery to the carrier." Because of this, we are not able to offer a refund or replacement. If you believe the shipment may have been removed from the delivery location, we'd recommend reporting it to local law enforcement and/or disputing it with your card issuer.

Although we are unable to provide your desired resolution, we appreciate the time you have taken to share your experience and consider this complaint appropriately addressed with no alternative resolutions.

Thank you again for choosing Academy Sports + Outdoors and we look forward to assisting you.? If you have any questions or additional comments, please feel free to contact us via online chat or at **************. Have a good day.

********************************** Team??
********************** + **********************
******************************
Customer Answer
Date: 04/14/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

As I have contacted ***** and they are telling me to contact the shipper as a missing package investigation has concluded and shows that the package was missing

Regards,
Initial Complaint
Date:04/08/2025
Type:Product Issues
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 writing to formally express my dissatisfaction with a recent experience at your Macon location. On 4/2/25 and 4/13/25. I purchased two baseball bats from your store. At the time of purchase, the male cashier handed me the bats without their original packaging or wrapping, which I found unusual but did not question, as I trusted the stores standards and professionalism.Shortly afterward, I returned to the store with both items and my original receipts to make a return. To my surprise, I was denied the return on the basis that the bats were not in resalable conditiondespite the fact that they were sold to me in that exact state. This was not due to any misuse on my part but rather how they were handed to me at the point of ******* make matters worse, the store manager who assisted me during the return was extremely rude and dismissive. I left the store feeling disrespected, unheard, and disappointed by the lack of accountability and professionalism displayed by your ******** a loyal customer who shops at ********************** regularly, I expected much better. I am requesting that you review the transaction, including surveillance footage if available, and honor the return of the bats. I have kept all original documentation and can provide further details if needed.I would appreciate a prompt response and a resolution to this issue. If not resolved, I will be escalating the complaint further through corporate channels and consumer protection agencies.Thank you for your attention to this matter.
Business Response
Date: 04/10/2025
Dear Valued Customer,?

Thank you for choosing Academy Sports + Outdoors.? We value you as a customer and appreciate your feedback.

We have reviewed your concern and contacted you with a resolution that has been accepted. At this time, we consider this complaint resolved with no further resolutions.?

Thank you again for choosing Academy Sports + Outdoors and we look forward to assisting you.? If you have any questions or additional comments,please feel free to contact us via online chat or at **************. Have a good day.?

Sincerely,?

************* Team???
********************** + **********************?
******************************************************************;
Initial Complaint
Date:04/02/2025
Type:Customer Service Issues
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.
Academy sports cancelled orders saying they were out of stock yet I was in the store and they had the items, also showed in stock online. I called customer support and they said cancelled from out of stock. I have seen many people online getting the items at the pricing I ordered. The company is discriminating from person to person.
Business Response
Date: 04/03/2025
Dear Valued Customer,

Thank you for contacting Academy Sports + Outdoors and sharing your feedback about your shopping experience with us. Our main goal is to provide each customer with the highest quality of products and services, and we apologize for the cancellation of your orders. We have reached out to Mr. ***** to inform him that, as a company, we reserve the right to limit quantities or cancel orders that may have pricing issues or errors in the descriptions. We have also provided our Terms and Conditions for review, which can help clarify the situation.
We apologize for any inconvenience this may have caused you.

Thank you again for choosing Academy Sports + Outdoors and we look forward to assisting you. If you have any questions or additional comments, please feel free to contact us via online chat or at **************. Have a good day.

Sincerely,

Customer Care Team
********************** + **********************
******************************
Initial Complaint
Date:02/15/2025
Type:Delivery Issues
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 Stanley‘s from Academy. One was to replace one they came in damage. They gave me a coupon code for that because it did in damaged and the other three were part of the collection that I was going to finish buying when it came out as the chalk was released before the other ones When I ordered it on February 5 it told me it was gonna be here by February 7 on Tuesday of that following week after the seventh still hadn’t shown up I got a hold of Academy. They said they can’t do anything until February 15. They said I can contact the local post. The only reason the cups made it by February 15 was because I contacted my local post office and they sent out an inquiry about it. I contacted Academy before getting a hold of the post office and they said there was nothing they could do until after February 15. These were valentine presents and they showed up after Valentine’s Day. The post office told me there was something wrong as soon as they looked at it because they had been shipped from Springfield, Missouri to Gillespie, Illinois. The lady on Academy’s website told me that there’s a winter storm advisory and I told her that there was no winter storm advisory when I ordered them. It was just put in place and it was supposed to start the next day. Can you see my aggravation and disappointment when you order something and enough time for it to ride before a holiday and then it doesn’t show-up?
Business Response
Date: 02/17/2025

Dear Valued Customer,

Thank you for choosing Academy Sports + Outdoors. We value you as a customer and appreciate your feedback.

We have reviewed your concern and contacted you with a resolution that has been accepted. At this time, we consider this complaint resolved with no further resolutions.

Thank you again for choosing Academy Sports + Outdoors and we look forward to assisting you. If you have any questions or additional comments, please feel free to contact us via online chat or at 1 888 922 2336. Have a good day.

Sincerely,

Customer Care Team
Academy Sports + Outdoors
www.academy.com
Initial Complaint
Date:01/23/2025
Type:Product Issues
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 pair of work boots costing $140+tax on July 19th 2024. Boots began coming apart at the toes around Christmas. I contacted the manufacturer who referred me back to Academy. The chat rep gave me a reference number and told me that I had to wait three entire weeks for a decision. NOTHING takes three weeks in the context of e-commerce in 2025.

I was refused escalation to a supervisor because I cannot make a voice call.

When I spend almost $150 on work boots I expect them to last longer than five months. The manufacturer referred me back to you, the merchant. Someone needs to make this right. I'm on a fixed income and cannot afford to throw money away on junk products
Business Response
Date: 01/23/2025
Dear Valued Customer,?

Thank you for choosing Academy Sports + Outdoors.? We value you as a customer
and appreciate your feedback.

We have reviewed your concern and contacted you with a resolution
that has been accepted. At this time, we consider this complaint resolved with
no further resolutions.?

Thank you again for choosing Academy Sports + Outdoors and we look
forward to assisting you.? If you have any questions or additional comments,
please feel free to contact us via online chat or at 1 888 922 2336. Have a
good day.?

Sincerely,?

Customer Care Team???
Academy Sports + Outdoors?
www.academy.com?
Customer Answer
Date: 01/24/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
Date:01/20/2025
Type:Product Issues
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.
My child received some Nike products purchased from Academy for Christmas. There was a gift receipt included in case anything did not fit. On 1/20/25, we attempted to exchange the items. I explained this to the cashier prior to shopping in the store. When we arrived back to the register, I explained I wanted a gift card for the remaining balance as we just found one item to replace the 4 purchased. We planned on coming back or going to another Academy to shop. However, the cashier refunded the funds to the original credit card purchaser(a co-worker). I explained the situation to the cashier and she immediately got an attitude with me and my girlfriend. When I requested a manager, she got on her radio and described me as a "problem" When the manager arrived she laughed when the incident was explained to her and she stated, " I don't know what to tell you" I explained we were out of out items and wanted a gift card. They continued to laugh and told us we needed to leave because there was nothing else they could do for us. I am attempting to get the $117.43 on a gift card. I feel as if race played a part in this as my Caucasian girlfriend returned some items last week without a receipt and they gave her a full refund.
Business Response
Date: 01/22/2025
Dear Valued Customer,

Thank you for choosing Academy Sports + Outdoors. We value you as a customer and appreciate your feedback.

We have reviewed your concern and contacted you with a resolution that has been accepted. At this time, we consider this complaint resolved with no further resolutions.

Thank you again for choosing Academy Sports + Outdoors and we look forward to assisting you. If you have any questions or additional comments, please feel free to contact us via online chat or at 1 888 922 2336. Have a good day.

Sincerely,

Customer Care Team
Academy Sports + Outdoors
www.academy.com
Initial Complaint
Date:01/17/2025
Type:Customer Service Issues
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 did not order anything from the company. I requested the company for an inventory of goods ordered, date of purchase, date of shipment, date of delivery, and the shipping agent or company. I have yet to receive anything. I have not received any goods from the company. I also want to know the delivery address.
Business Response
Date: 01/22/2025
Dear Valued Customer,

Thank you for contacting Academy Sports +
Outdoors.

We have received and reviewed the complaint
regarding the disputed activity on a private label credit card account from 2023.
To address this issue, we have forwarded all relevant information to the financial
institution/credit card company for further investigation and resolution. We have
communicated this to you directly via email.

We regret we are unable to provide additional
information, as for consumer security protection, we do not share order
information without orders being validated by the purchaser.

If you have any questions or additional comments,
please feel free to contact us via online chat or at 1 888 922 2336. Have a
good day.

Sincerely,

Customer Care Team
Academy Sports + Outdoors
www.academy.com
Customer Answer
Date: 01/23/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
Date:01/15/2025
Type:Product Issues
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.
The reason that I am contacting you is because I cannot get anyone to refund my $54.11 that I purchased in December.

On December 21, 2024, I went to Academy on Westheimer and Hillcroft and purchased the Crocs for 54.11 for my son who was hospitalized. I paid $50.00 cash and used the debit card for $4.11.

I found my son needed a bigger size. On December 26,2024, I went back and exchanged to size 13. The crocs were still too small.

On December 28, 2024, I went back to exchange to a size 14. I was told that,” Academy doesn’t carry 14. “

I asked for a refund. Jacob, Team Lead, said that” I didn’t purchase with cash. I explained that I did and $4.11 was on my debit.

I went back to the store to explain that I haven’t received my refund yet. After speaking to Syed, he said I need proof I didn’t receive a refund. I printed out my bank statements dates of 12/21/2024 - 1/5/2025. Syed confirmed that I didn’t receive my refund.

Syed explained to the manager, he looked in the computer and said, “The computer shows that it was posted and give it a few more days. if I don’t receive my refund call customer service and he gave me a card with the number on it. “

I called customer service and spoke to Olga. After waiting for 5 minutes, she said, ”She was going to speak with accounting.” I must wait 3-5 days.” I said that this was unacceptable because Academy didn’t wait 3-5 days to take my money.” I asked to speak to a supervisor. She gave me the runaround to.

As of the time and date of this email, I still have not received my refund. Attached please find all my receipts. I can prove online banking that I never received my refund.

Again, thank you.
Business Response
Date: 01/30/2025
Dear Valued Customer,

Thank you for choosing Academy Sports + Outdoors.? We value you as a customer and
appreciate your feedback.
The reported interaction have been reviewed regarding both
the store transaction concern and the Customer Care experiences.
We have contacted you with additional information to address
the experience, and we consider this complaint resolved, though we are happy to
provide further assistance upon request.
Thank you again for choosing Academy Sports + Outdoors and
we look forward to assisting you.? If you have any questions or additional comments, please feel free to contact
us via online chat or at 888-922-2336. Have a good day.

Sincerely,

Customer Care Team
Academy Sports + Outdoors
www.academy.com
Initial Complaint
Date:01/10/2025
Type:Product Issues
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 something on Black Friday 2024 from the Garland Store (#185), then I got a notification it was picked up. I was nowhere near the area, so I contacted customer service. They said they would have to investigate it, and they would follow up in a few days. This seemed reasonable, so I waited. A couple weeks passed and I hadn't heard anything, so I disputed the charge through my bank.

Today (January 10, 2025), the store contacted me saying they have footage of "me" picking up the merchandise, so they wouldn't be issuing any refunds. How can someone say for certain that I picked something up, and they don't even know what I look like? There's no request from my app, or my phone number, to pick up the item. I have Google Maps confirming that I was over 20 miles away on Black Friday. And yet, the store has "confirmed" that I have picked up my item from camera footage.

I am requesting a refund, or a confirmation of the camera footage / proof that it was me
Business Response
Date: 01/15/2025
Dear Valued Customer,

Thank you for choosing
Academy Sports + Outdoors. We appreciate your feedback and value you as a
customer.

We have reviewed your
concern and attempted to contact you to discuss the situation. Unfortunately,
we were unable to reach you. While this is an uncommon occurrence, we want to
inform you that our team member verified the ID and order number before the items
were released. You are welcome to return to the store with your ID for a final
review and resolution.
Thank you once again for
choosing Academy Sports + Outdoors. We look forward to assisting you. If you
have any questions or additional comments, please feel free to reach out to us
via online chat or by calling 1 888 922 2336. Have a great day!

Sincerely,

Customer Care Team
Academy Sports +
Outdoors
www.academy.com
Initial Complaint
Date:01/03/2025
Type:Product Issues
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.
Called customer service on December 12-14 2024 regarding returning an item the customer service agent instructed me to ship item to the store.

Shipped item back to the store on the 16th waited approximately two weeks still no refund called in to customer service once again to inquire about this return. New agent states that there’s no record of my return and that was improper to ship item back to the store. Upon getting that information, I elected to speak with management and was directed to new agent that could help I do not have a tracking number. I have been told that we are waiting on the store to confirm if item has been received by them. This is going on four weeks now and I’ve been waiting for a refund.

I have also been waiting to hear back from the store approximately two days since my escalation call
Business Response
Date: 01/16/2025
Dear Valued Customer,

Thank you for choosing Academy Sports + Outdoors.? We value you as a customer
and appreciate your feedback.
We have reviewed your concern and we communicated with you advising that we are happy to continue
working toward a resolution that is mutually acceptable. We remain open to further communication as additional
information is required to consider the complaint closed.

Thank
you again for choosing Academy Sports + Outdoors.? If you have any questions or
additional comments, please feel free to contact us via online chat or at 1 888
922 2336. Have a good day.

Sincerely,

Customer Care Team??
Academy Sports + Outdoors
www.academy.com

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Academy Sports & Outdoors

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Academy Sports & Outdoors

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Academy Sports & Outdoors is NOT a BBB Accredited Business.