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Business Profile

Sporting Goods Retail

Academy Sports & Outdoors

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sporting Goods Retail.

Complaints

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

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Academy Sports & Outdoors has 121 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/20/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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? 

    • Initial Complaint

      Date:05/07/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 would like for Academy Sports to price match a competitor for the same product in the same condition or to refund gift cards that I have with them so that I can purchase from the other company.

      Business Response

      Date: 05/08/2024

      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: 05/09/2024

      [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:05/02/2024

      Type:Product Issues
      Status:
      Resolved
      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 two of the 20 ounce flip and sip tumblers in January 2024. I purchased these from Academy Sports in ********* **************. These were for my ten year old grandson to have for water bottles to take to school.These are of poor quality, the handles have come off both of them. They state on the bottom that they were both manufactured back in 12, 2022.i contacted ***** customer service back in April 2024. Request ******. I was asked to provide photos of the two and a picture of the bottom also.I honored all there *************, May 2, 2024 I requested an update on the status of my claim. I was notified that the tumblers were out of the one year warranty. This is unacceptable. The tumblers were purchased in January 2024. I cannot be responsible if they were selling old stock. I asked for this to be reconsidered by customer service, ******* *******. I did not keep the receipt, I did not know at the time that I was purchasing a poor quality product that would not last.I am seeking replacement of both of the 20 ounce flip and sip tumblers. Not a coupon off a new purchase is unacceptable.

      Business Response

      Date: 05/04/2024

      Dear Valued Customer, 

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

      We have reviewed your order and concern and contact you directly to address your store experience and product concerns.  Per our conversation, it was noted that your intended concern was not with Academy Sports + Outdoors directly, but the manufacturer of the failed merchandise.  We understand that the resolution offered was acceptable and we consider this complaint, as it pertains to Academy Sports + Outdoors, 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. 

      ************************************** Team?? 
      ********************** + ********************** 
      ****************************** 

      Customer Answer

      Date: 05/05/2024

      Better Business Bureau:

      STOP, MY COMPLAINT WAS AGAINST IGLOO COOLERS.  MY COMPLAINT WAS NEVER AGAINST ACADEMY SPORTS.  MY COMPLAINT WAS SENT TO THE WRONG COMPANY.

      MY COMPLAINT WAS AGAINST IGLOO COOLERS, NEVER WAS MY COMPLAINT AGAINST ACADEMY SPORTS. 

      PLEASE REMOVE THE COMPLAINT AGAINST ACADEMY SPORTS IT WAS SENT TO THE WRONG COMPANY BY MISTAKE.  COMPLAINT WAS AGAINST IGLOO COOLERS.

      Regards,

      ****** *******

    • Initial Complaint

      Date:04/22/2024

      Type:Product Issues
      Status:
      Answered
      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 December 6, 2023, I purchased a ****************************************** Scooter for the amount of $442.39. In late March, the front tire became flat and was no longer usable. I contacted the manufacturer, per the owner's manual, on April 8, 2024 via email as they do not have a listed phone number (The emails are attached below). On April 22, 2024, I received a reply from them stated that they do not have a tire for this model and to return the scooter to Academy. Well, Academy policy does not accept returns/exchanges after 60 days. However, I contacted our Greenville store, and ****, the manager, said he would exchange the item if it did not appear to be purposely damaged. Even though I did not have the receipt and took our credit card bill for purchase date/cost, he offered to exchange the scooter which I appreciate. However, I am seeking a full refund. If in two days, two weeks or two months this happens again, I will again be without support. Academy sports should be, in my opinion, held accountable for the lack of support from the manufacturer as the company (Academy) buyers should be well aware of manufacturer support policy.

      Business Response

      Date: 04/24/2024

      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 the item was preciously exchanged at the store for a new item and we offered additional assistance to resolve the case  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
      ********************** + **********************
      ******************************

      Customer Answer

      Date: 04/25/2024

      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.  

      I received several calls from Academy Sports **************** yesterday afternoon (April 24th) at 2:45, 3:28 and 3:39 during which time it was agreed that I would return the item for a full refund.  Therefore, until I receive my refund, this is not 'closed'.  

      I never wanted an exchange.  ****, the manager, said he would offer a replacement only.  Hence my BBB complaint.  


      Regards,

      ****
       


      Business Response

      Date: 05/01/2024

      Dear Valued Customer,  

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

      We understand that the resolution provided at the store level was unsatisfactory.  Our understanding from our most recent conversations with you is that you planned to return to the store for further assistance.  If the interaction was not as expected, we are happy to continue to work with you toward a resolution - however communication received from you on 4/30/2024 indicates you are no longer in possession of the merchandise.

      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:04/03/2024

      Type:Product Issues
      Status:
      Answered
      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 March 27, 2024 I returned a box of 15 ******* cups back to the store Academy Sports + Outdoors ( ************** via mail ******** 5 cups were Green colored, 5 were yellow colored and 5 were pink colored. On Friday March 29, 2024 I got a notification that they were processing my returns via email. When I went to look at my account it showed that they only refunded me for 1 pink cup. So I contacted the customer service and they said they only received 1 pink cup ( which is false). I sent 15 cups back in two smaller boxes inside of a large box at *****. Someone in the company is obviously stealing my return and saying that they only received 1 when I sent back 5 cups. These cups are expensive they are $45 each so taking 4 cups from me is almost $200 worth of merchandise stolen from me. We are a hard working military family and this type of behavior from a company is extremely corrupt. I have attached a picture of the one of the boxes that was in the bigger box containing the 5 green and 5 pink cups I returned back to the store.

      Business Response

      Date: 04/03/2024

      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,? 
       
      Customer Care Team??? 
      ********************** + **********************? 
      ******************************************************************;

    • Initial Complaint

      Date:03/31/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 3-31-2024 I ordered a grill online from academy sports+outdoors. Their website showed free shipping (which I have a screen shot of) used ****** for the purchase when directed back to their site the order was canceled and they wanted to charge me 260 for shipping. Contacted them showed them photo where it said free shipping and they just refuse to do anything to make this correct. Tell me grills do not qualify for free shipping, even tho it said free shipping on there site.

      Business Response

      Date: 04/01/2024

      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 present a solution, but was advised that the issue was already 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??? 
      ********************** + **********************? 
      ******************************************************************;

      Customer Answer

      Date: 04/02/2024

      [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 decided not to do business with this company. I had given them ample opportunity and showed them pictures of what there website said and they refused to help till I filed the complaint against them. I found a company that honored their add. So I went with them. Academy sports did call me and offer resolution, although I would had to buy the item then get a refund. 



       

    • Initial Complaint

      Date:03/21/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Location: ********************************************* I bought a bat for my son and tried to return it. They would not accept the return because the paper was off the bat. I want to exchange the bat for a tee ball bat.

      Business Response

      Date: 03/25/2024

      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. 

      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:03/18/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Returned my order#********** that arrived improperly packages and severely damaged, and have not gotten a refund yet. It's been like 10 days. Don't know what's Taking so long, just want my refund. They took 0 care packaging the cups allowing them to freely move in a big box during transit resulting in dents and scratches, so I had to return them. They are now not refunding me. Just want my money back, this is ridiculous.

      Business Response

      Date: 03/21/2024

      Dear Valued Customer,  

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

      We have reviewed your return concern and determined the response provided by email was within the Academy Sports + Outdoors Terms and Conditions as specified on **************************.

      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.

      Sincerely,  
       
      Customer Care Team    
      ********************** + **********************  
      ****************************** 


      Customer Answer

      Date: 03/28/2024

      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.  

      all they said is there is nothing they can do.

      Regards,


       


      Business Response

      Date: 04/09/2024

      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. 

      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:03/16/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      Made an online purchase (Order #*********) on 3/15/2024. I authorized a charge of $693.39. One of the items became unavailable and that product was cancelled. Then a 2nd pending charge of $688.02 (not authorized) was placed on my account causing an overdraft and overdraft fees. I spoke with Academy **************** (see screenshots) and got nowhere. I now have $688+ that is in Academy's hands and no money to provide for my family. Plus when speaking to ***************** the total charge for the order was only $615 plus change. I tried to cancel the remainder of my order with them due to this, but I was in able to.

      Business Response

      Date: 03/24/2024

      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 reached out to you by phone to offer options for resolution with your concern.  Since we originally spoke, our attempts to contact you have been unsuccessful, please know that we are happy to work with you toward 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. 

      Sincerely, 

      Customer Care Team?? 
      ********************** + ********************** 
      ****************************** 

    • Initial Complaint

      Date:03/15/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 returned the items to Academy and they have received the return over two weeks ago. I have reached out multiple times and have been told that the refund should be already credited, then told that it will be at the end of last week, and then when I contacted them at the beginning of this week, I was told it should appear in my account today. Today when I reached out again, I was told to wait some more time. I don't think it is fair to keep the customer hanging like this. I am being transferred overseas and leave the country tomorrow. I want this to issue to be resolved before I leave. Thank you for your assistance with this matter.

      Business Response

      Date: 03/19/2024

      Dear Valued Customer, 

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

      We have reviewed your order and concern and determined the initial response provided was within the Academy Sports + Outdoors Terms and Conditions as specified on **************************. We appreciate the time you have taken to share your experience and consider this complaint appropriately addressed.

      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?? 
      ********************** + ********************** 
      ****************************** 

    Academy Sports & Outdoors is NOT a BBB Accredited Business.

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