Complaints

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

close

Find a Location

Academy Sports & Outdoors has 121 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Academy Sports & Outdoors

  1800 N Mason Rd Katy, TX 77449-2826

• 

  Academy Sports & Outdoors

  23155 Katy Fwy Katy, TX 77450-1745

• 

  Academy Sports & Outdoors

  14221 Fm 2920 Rd Tomball, TX 77377-5505

• 

  Academy Sports & Outdoors

  59 Woodruff Industrial Ln Greenville, SC 29607-4147

• 

  Academy Sports & Outdoors

  5300 W Wadley Ave Midland, TX 79707

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:09/07/2022

  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 was at Academy Sports & Outdoors in *********** ** on 6/4 to purchase work boots and soles. I checked out and the cashier asked me if I wanted to "save $15". I said yes and asked how I could do that. She stated that I just needed to "answer a few questions" and she needed to see my driver's license. Under the impression that the questions would be typical store survey questions, I continued. She checked my ID and then instructed me to answer the questions on the pin pad at the register. It only asked me for the last * ****** ** ** ****** ******** ****** *** ** ********* ****** ******* After I answered the questions, she approved the transaction with the $15 discount. Throughout the interaction, the cashier said nothing regarding opening or applying for a store credit card. It was only after I left the store that I realized that she had opened a store credit card with my information. Had I known that applying for the card was required to save the $15, I would have declined. I have no interest in opening a credit card with Academy Sports. The cashier seemed to purposefully leave out that information during the interaction. This has impacted my credit score and financial profile. I did not give her my permission or consent to open a credit card in my name. Additionally, she did not provide me with any information about the credit card, so I am unable to pay the balance or cancel the card online. This issue has taken up my time and resulted in much frustration in addition to any negative effects on my credit score.

  Business Response

  Date: 09/09/2022

  Dear
  Valued Customer,
  
  Thank you for choosing Academy Sports + Outdoors.  We value you as a
  customer and appreciate your feedback. We sincerely apologize for your
  experience while shopping at one of our stores.  On your behalf, we
  partnered with ******** ******* ***** ******** ******* **** does not discuss or
  share any account information to align with their security and privacy
  policies. At this time, ******** ******* **** has been reviewing your
  transactions and will update you personally on any account inquiries.
  We partnered with the appropriate leadership of your experience
  while in store and your concerns have been addressed accordingly. 
  
  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 *** ****** **** or at 1 888 922 2336. Have a good day.
  
  Sincerely,
   
  Customer Care Team  
  Academy Sports + Outdoors
  www.academy.com

• Initial Complaint

  Date:09/06/2022

  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.

  Bought a new ****** putter from the ****** *** store during the summer. Before the summer had come to an end, the putter face fell off. After completing my round of golf without a putter, I went immediately to the store to replace the defective club. Unfortunately, I did not have the receipt for the purchase because no one expects the face of their putter to fall off. While trying to explain this to the store manager, his response to me was, how could he know that it was not stolen. As a 62 year old loyal customer, I was completely offended by his assertion. I left the store very angry and immediately called their customer service number to lodge a complaint. The $80+ I spent for the putter is not worth losing a loyal customer because of a manager that does not understand the essential importance of great customer service.

  Business Response

  Date: 09/08/2022

  Dear Valued Customer, Thank you for choosing
  Academy Sports + Outdoors.  We value you as a customer and appreciate your
  feedback. We sincerely apologize for your experience while returning a
  defective product.  As we partnered with our store, they were able to
  exchange the defective product and offered assistance for the inconvenience. At
  this time, we consider this complaint resolved with no further resolution.
  
  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 *** ****** **** or at 1 888
  922 2336. Have a good day.
  
  
  
  Sincerely,
   
  Customer Care Team  
  Academy Sports + Outdoors
  www.academy.com

• Initial Complaint

  Date:09/04/2022

  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 company is rejecting its own technical glitch with its online order system. I updated my default shipping address to the new one a few years ago. After placing an order last week, I noticed the order was shipped to my old address rather than the default shipping address. I tried to log back into the system and realize there is a technical glitch with the system- even though I have set the new address as the default, the system will 100% use the non-default shipping when I try to place orders. This technical glitch only applies to Academy - none of the other main e-commerce sites such as Walmart, Amazon have the same issue. I called in multiple times and was able to talk with the senior supervisor Tony with case #************
  today. After complaining about the issue,. Tony stated that there is nothing wrong with Academy. Rather they tried to kick back the ball and claim that I have to find ways to collect the shipment. I have recorded the issue with the system and will use it to report the Academy's mistreatment of customer complaints. The claim is for Order #: ********* for $31.76.

  Business Response

  Date: 09/14/2022

  Dear Valued Customer,
  
  Thank you for choosing Academy Sports + Outdoors.  We value you as a
  customer and appreciate your feedback. We sincerely apologize for your
  experience with your recent order. We have provided a full refund for your order
  on 9/14/22.
  
  Per our phone conversations we are
  continuing to assist with your concerns about your academy.com account.
  
  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:08/31/2022

  Type:Service or Repair 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 purchased ******* ******* ******* Gas Grill on 8/16/2021.
  ***** ********** 
  On 8/10/2022 I contacted Academy to get a replacement of the glass on the grill because the grill shattered. It was still under warranty so the grill or piece had to be replaced. I was told someone would call me back so I can get the replacement. I called back again 8/15/2022 so I can make sure the issue gets fixed before the warranty expires. Was told someone would call me back again. I have emailed and called since. Now I am being told it is not under warranty since it is past 8/16/2022 and I have no options.

  Business Response

  Date: 09/09/2022

  Dear Valued Customer,
  
  Thank you for choosing Academy Sports + Outdoors.  We value you as a customer and appreciate your feedback. We sincerely apologize for your experience with the manufacturer. Upon receipt of your contact, we have reviewed the concerns and verified the item is outside the 60-day return period. At this time, we have reached out to the manufacturer on your behalf and the parts have been picked and shipped. The parts are scheduled to be delivered with an estimated date of 9/13/22 via Fedex.

  
  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:08/26/2022

  Type:Service or Repair 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 applied for an email promotion advertised by Academy. 10% off up to $20 if you signed up. I did and recieved the discount code. When I went back and used the code on the item I wanted.... it returned an error that the item didn't qualify for the discount. When I reviewed the small print of the promotion it states "cannot be combined with other offers, discounts, or coupons. Cannot be combined with price match. Not valid on Gift Cards, sales tax, shipping & handling, exchanges, store credits, or previous purchase". The item I was trying to purchase was none of those things but was still being included. Tried to talk with customer support who took so long to try and understand why it wasn't working, the chat timed out. Even looked on the discount details page where they list all discounts and all the rules and clauses. the 10% off $200 was not listed there.

  Business Response

  Date: 08/30/2022

  Dear Valued Customer,
  
  Thank you for choosing Academy Sports + Outdoors. We value you as a
  customer and appreciate your feedback. We sincerely apologize for your
  experience while shopping with us. We understand you received a 10% off promo
  code and attempted to purchase a firearm and you were unsuccessful.

  
  The email with the promo code has the exclusion listed
  on the second paragraph and reads as follows: *Orders over the minimum purchase threshold and sign on to
  your Academy account are required. Orders of $35 or more are eligible for free
  shipping without sign in. Minimum purchase threshold is pre-tax. Select items
  excluded, including large or heavy items. Excludes firearms and ammunition.
  Offer applies to standard shipping only. If applicable, shipping discount will
  be applied at checkout. Expedited 2-day and 1-day shipping options are
  available at additional cost during checkout. Additional handling fees,
  exclusions and restrictions may apply.

  
  As a one-time
  courtesy, we provided you with a code to use for your purchase.

  
  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:08/26/2022

  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 a pair of men's reef flip-flops online. I was sent the wrong flip flops. I called customer service and was told they are emailed me a return label. I told the woman the reason I ordered the flip flops online was because I do not live near a store and it is very hard for me to find the time to take out of my day, including to return something I ordered online. Eventually, she set it up to where ***** would come pick them up from my house. I asked when the correct item would be shipping and she stated that they would ship after the incorrect item was delivered to wherever it was going. So, i asked her why because I didn't even receive the item i ordered. Why should I have to wait until some item you shipped me incorrectly to be returned until you ship the actual item i have already paid for (which was actually double the price of the ** you sent me). Then the lady tried to bribe me with a 10% or 20% off coupon and i explained to the women that I just want the item i paid for. The woman stated that her management team would be emailing me once they figure out what they can do. Still haven't received an email from her "management" group and i am assuming that the items I actually ordered have not shipped. Horrible customer service in my opinion.

  Business Response

  Date: 08/31/2022

  Dear Valued Customer,
  
  Thank you for choosing Academy Sports + Outdoors.  We value you as a customer and appreciate your feedback. We sincerely apologize for your online order experience and receipt of the incorrect item. 

  We have reviewed and documented the conversations with our team and made leadership aware of customer service opportunities.  Please know we offer promotional discounts to lower the cost of reordering an item to show appreciation of our opportunities.

  We show that a replacement order was placed and delivered.  After several attempts we were not able to verify the package was received.  Please know for future orders that all refunds would need a return of merchandise to align with our return policy.  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:08/16/2022

  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 purchased a inflatable slide 8-14-2022 and within 12 hours it would not hold air. Kept reciept and packaging and attempted to return, manager Gloria at Cinco ranch Store 24970 Farm to Market 1093, Richmond, TX 77406 refused. We went over and read there return policy which was contradictory to there stance. She advised I take it up with intex, however I purchased this from Academy due to there location and return policies which I followed.

  Business Response

  Date: 08/24/2022

  Dear Valued Customer,
  
  Thank you for choosing Academy Sports + Outdoors.  We value you as a
  customer and appreciate your feedback. We sincerely apologize for your
  experience while shopping with us. We understand you received an item and
  opened the package and the item was less than the quality you expected. Our policy
  states returned merchandise must be resalable.  As the item was opened and thought to be defective, we recommend you
  reaching out to the product manufacturer Intex.  Our ultimate goal is to provide each of our customers with the highest
  quality of products and service and we would like to help partner you with
  Intex to review the product.
  
  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