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.

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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:08/27/2024
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.
On August 8th I bought my daughter a pair of soccer cleats at my local academy sports &outdoors store and paid $54.99 plus tax. I had to take them back to the store August 25th for a return because the cleats were smaller than the size showed on the box so she couldn't wear them. I didn't have my receipt so I wanted store credit. The **** at the register had another employee come look at the cleats and decide to do a refund or not. He told her she could give me a refund for store credit, but they had to call another **** to the register and show them how to enter my driver's license information. When the cashier first scanned the cleats the price showed $54.99 but the second **** they called scanned the cleats again and the refund amount reduced to $32.71. Then when I questioned why the refund amount was reduced 50% the second **** said the cleats were on sale. I went and checked the price before I left the store and the cleats were not on sale so the **** lief and kept half of what I actually paid for the cleats.
Business Response
Date: 09/06/2024
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 have contacted you with a resolution but we have not received a response. Please know that we are happy to work with you towards a resolution and open to further communication.

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??
********************** + **********************
******************************
Initial Complaint
Date:08/13/2024
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 a **** tshirt online using store pickup. Upon retrieval of the item, I noticed a hole in the back side of the shirt near the bottom of the collar. I went back into the store and requested an exchange. I was then shown that security tags are placed through the garment leaving each one damaged with a hole in the same location. I requested a return and was told they couldn't return the item because I'd just picked it up. The only choice I had was take the item and leave.
Business Response
Date: 08/14/2024
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.

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:08/10/2024
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.
We went to there ****** location to shop. Our son found a bow that he wanted to buy with his summer school money the price listed was 42 dollars he had fifty so he chose it.. we needed to check sales tax to make sure he had enough for some reason the bow rang up ****** get the employee to get the manager she says they can meet half price so I'm thinking 100 to make my son happy I agree and was willing to pay the difference to get out of the store.. get to check out manager says it's 150 that's not half price and still 50 over the advertising price on the self.. needles to say we left mad and without a bow because the manager thought she could take advantage of my kids excitement .. if it had been just me it would haven't mattered but she messed with my kid and tried to manipulate me.
Business Response
Date: 08/15/2024
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:08/09/2024
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.
I have previously made purchases on **************************. I got two text messages from ************************** a a few weeks ago indicating that I had requested a password reset. I never requested a password reset so I assumed it was some sort of scam text trying to get me to click on the links. A few days later, i got another text from academy saying my order has shipped. I never ordered anything. I reached out to Academy and they provided me with no answers other than, someone hacked my Academy account and started ordering products to their home using my name and card number. I am highly concerned that this company does not take personal privacy seriously. How could their IT possibly allow someone to reset my account password? They have also refused to refund me.
Business Response
Date: 08/09/2024
Dear Valued Customer,

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

We sincerely apologize that your information was compromised and are sorry for any distress this may have caused. Please rest assured that we have escalated your concern to the appropriate team to thoroughly investigate how this order was submitted.

Our ultimate goal is to provide our customers with the highest quality products and services. We believe we have reached a satisfactory resolution to your request, and we hope this restores your confidence in our commitment to your satisfaction.

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
********************** + **********************
******************************

Customer Answer
Date: 08/16/2024
[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:07/25/2024
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.
We purchased a pool on June 6, 2024. Of course it took a while to get a space prepped and put the pool up. It had not been used but a little over a month. The cover would not stay on the pool and it allowed things to get into the pool. The filter does not filter the pool properly. The pump plug is not waterproof and will not turn off now. Even though this is a pool and is meant for being outside. The poles that hold up the pool are too short and they are already rusting. So we setup a return which is attached. When we took the return to the store in ***********, **, ****** asked us if it was opened. Never asked if we had a receipt or a return barcode. We told him yes and he said he could not take it back. We told him we had the barcode for the return and he still would not do the return. Your policy states defective items can be returned within 60 days of purchase with a receipt. We ordered it online and that is why we initiated the return online. So we had the valid receipt and the item is defective. We reviewed this policy and called the store back and spoke with Hunter. He said it was an unwritten rule that pools can't be returned if they are opened. This is not in your return policy. Then he said he could not take it back unless it was defective and we told him it was. Still he said he could not take it. We are well within the 60 day return window and the pool is defective. Now we have made an almost 30 minute trip for nothing because we could not return the pool. Also, it's not like this is a light item and we want to keep moving it around. It is in it's box so we would like to return it and do not understand why this was such and issue for this store.
Business Response
Date: 07/25/2024
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:06/27/2024
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.
On 06/19/2024,
I came into the business and made multiple purchases(online and in store). I was being rushed due to the lack of open registers and workers available at the moment. Due to the issues with the store I was NOT provided a store receipt for my in store purchase. That was a purchase which I happened to want to return.
Upon return I was
1) informed that I’m not able to get full return due to the none receipt which wasnt my issue but the workers.
2) expressed my concerns and were told that I had to take lesser value which is costing me $25 bucks(due to no receipt).
The manager Arron(I’m not sure if that’s how you spell it) came over with an attitude. Provided me with the lesser of the return values and told if you want to return it use this receipt and this was the amount given.
I paid exactly $62.79 for one skirt and was given a return value of $44.65.
After showing them the multiple transactions and explaining I was given attitude, take it or leave it.
I would like an explanation as to why I was mistreated during this entire process.
I was not given a receipt which was a mistake on the employee.
I provided valid transaction history and showed proof that I didn’t steal this I’m unsure why it was an attitude or why I was given the lesser.
I would like the $18.35 which I have to cut as lost be returned due fo the careless of your workers. I would also like the manager which is over that location provide an explanation to the lie he provided. I need further details and I would like to speak to someone who is solution based to call me.
I don’t understand how any company could allow such vile to happen and to have such workers have no consequences for their lack of. In this economy, no one(including the person reading this) can afford any monetary loss over .25 cents.
I need explanations and I would like an apology for the way the manager walked over and rolled his eyes, way the greeter displayed an I don’t care attitude and for the lack of provided initially
Business Response
Date: 07/06/2024
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 reached out to you by phone and email without success. We would like to speak with you directly regarding your store experience and come to a resolution to address your complaint.
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:06/19/2024
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.
Welcome an hour away from the closest store - we purchased baseball pants over the weekend for my son who would be in an all star baseball tournament the upcoming week. Today I go into the store to tell them the pants were too small and I needed to exchange them for a different size and they said I could not do any exchanges and no refunds today that they system was down. They said since it was an emergency and the game was tonight I would just have to buy him more. So they can take my money but not refund or exchange the product I have already purchased. I told
Them I drove an hour to get there and they said they could not help it both g they could do - never once tried to make it right the. Whe. I asked how long system would be down they said they did not know and again never offered to check and make it right. They basically did not care and said corporate would not either - because it was an IT problem. Things not the first time I have experienced Horrible service with Academy this is the third time and so I am reaching f out for help in hopes someone can help and something can be done so others don’t co tune to have these experiences with this company - I also need to be reimbursed for my time, gas and frustrations with this experience- not to mention I had to go buy another pair of pants
Business Response
Date: 06/24/2024
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.

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:06/08/2024
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.
I purchased a grill from Academy. I didn't have much room in my jeep for large box but we managed to make it fit and we were told having it delivered already assembled, wasn't worth the cost.
The 6 burner grill was almost completely put together and noticed pieces were missing. We called to let the store know pieces were missing, but that the grill was almost completely put together. we were asked to bring the grill back in for a new one. If we could barely fit a box in, how could be put an assembled grill into a jeep? We were told to completely disassemble the grill and bring it back. We were given the number of customer service to try to resolve the problem. After over an hour on the phone, customer service was unable to help.
After all was said and done, were supposed to either disassemble a 6 burner grill that was almost completely assembled or rent a truck to get the grill back to the store.

We feel like that was terrible customer service and Academy Sports and Outdoor has little to no regards for their customers. We would like ASandOD should bring us a grill already assembled and take the grill we have with the missing pieces and that way they'd be able to figure out what pieces are missing at the store.
Business Response
Date: 06/16/2024
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: 06/17/2024
[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:06/04/2024
Type:Sales and Advertising 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.
The rifle I purchased from Academy online was advertised as a combo deal and pictured as a combo deal meaning it was a rifle and scope combo. When I picked up my order and got to my house I noticed there was no scope like advertised in the photos. I have reached out by email but have not heard anything back from Academy. I’m wanting them to honor the deal and give me the scope like in the photo.
Business Response
Date: 06/09/2024
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: 06/17/2024
[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:05/20/2024
Type:Sales and Advertising 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.
Hello,
i recently purchased a gravel bicycle on sunday may 12 ; Once i finished to pay with my credit card ,
we realised that it has a flat tire , the person who helped me told me after tried to put air in , that the tube has a problem and they have to keep it for more inspection , they will call me when it will be ready. i was completely agree with it . Tuesday the 14 th i went to store and asked for my bicycle ,a young person very kind help me looking for the bicycle , she brought it to me with the paper saying complete and ready to go . i was very happy saying thank you for her help and leaved the store to my home which is 2 miles away . Once my bicycle in the garage , all week i worked very hard until the week end . On saturday the 18 , i get ready anticipating a long bike ride like i used to do , once in the garage looking at the bicycle i cannot believe the tire was flat again .
Then very upset i walked 2 miles back to academy , once in the sore i asked at the front desk to
speak to a manager . Five min later she show up , I explain the situation and she says let me see if there is another one on the rack and perhaps we can exchange it , so it was great but she didn't
find another one . Then she says on the back of the store , i think i have one in the box .
She looked at me , quickly and says do you want a refund . i was shocked and unhappy for her response , she left and i went to the front desk at the customer service dealing with the same person who helped me when i purchased it , i explain to her the situation and she was not happy for me . So i left on this beautiful saturday walking as i do for sport thinking that the situation of which i was exposed was complitely not acceptable because if every customer bring back theirs
products and the manager says to each one do you want a refund ? ( that's a solution ?
My point is that my morale quick went down and not want to go there again which i love the store .
thank you ,
sincerely.
Business Response
Date: 05/29/2024
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?

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Academy Sports & Outdoors

Academy Sports & Outdoors

Academy Sports and Outdoors

Academy Sports & Outdoors

Academy Sports & Outdoors

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