Bass Pro Shops — Attraction in Bolingbrook

I am writing to express my extreme dissatisfaction with my recent visit to your store, specifically in the Firearms section. This marks the second unfortunate incident I have encountered in three years as a loyal customer of Cabela's, and I felt compelled to bring this matter to your attention after I ABRUPTLY CANCELLED MY $1600 ORDER due to what i believe was an intentional disregard to paying customers.

On 10/22 [8 days after purchasing items online], I visited the Firearms section at your store with the intention of finishing the purchase, background checks, etc. Regrettably, my experience was nothing short of a disaster. Despite having five staff members working in the gun section, my visit was marred by inefficiency and a complete disregard for customer service.

The most concerning issue was the handling of background checks. I arrived at the store well before 6:00 PM, only to discover that the background check process had been abruptly cut off, leaving several customers, including myself, who had been patiently waiting for three to four hours, in complete dismay. This decision to prematurely end the background checks at 6:00 PM is simply unacceptable and reflects a blatant lack of consideration for your customers' time and commitment. Many just abruptly left the store.

Furthermore, I was shocked to learn that after enduring such a lengthy background check process, I would be required to return to the store on two separate occasions for further steps in the application process. This excessive and unnecessary inconvenience is far from what I would expect from a reputable retailer like Cabela's.

Additionally, the overall organization and efficiency of the Firearms section were severely lacking. There were instances of staff members appearing disorganized and scatterbrained, with three or four employees attending to a single customer while a long line of approximately 15 people waited to pick up their firearms. This stark contrast in efficiency was especially apparent when compared to a local store near me, where they efficiently processed applications in a mere 10 minutes. The fact that your staff claimed it would take 30-45 minutes for each application was puzzling and only added to my frustration.

I have been a loyal customer of Cabela's for many years, and it is disheartening to witness such a decline in the quality of service and efficiency within your Firearms section. I believe that Cabela's has the potential to provide excellent service, but my recent experience has shaken my confidence in the brand.

I kindly request that you investigate the issues I have raised and take immediate steps to rectify them. It is my hope that my feedback will help you improve the customer experience in your Firearms section, ensuring that future customers do not have to endure the same frustrating ordeal I did. My $1600 will be WELL SPENT SOMEWHERE ELSE after the refund i received for the most abhorrent service i have ever received. They were not rude in any way but just...

Bass pro/bolingbrook gun/hunting counter employees Dylan, Kegan/supervisor and Corey/manager were very unprofessional in handling my firearm purchase. As they determined themselves that I did not reside at the address on my Valid state issued driver’s license, that I provided to the cashier Dylan. I handed him my FOID card along with an expired ID (with a whole punched) then handed him my valid DL.. He decide that I did not live at the address on my valid DL as I had stated and escalated it to his stupidvisor Kegan who proceeded to ask me my address as if I did not know it… and supposedly it’s policy to ask the address when he has my VALID DL in his hand. I stated that the address on my DL is my physical address and he also decided it was not. I told him to cancel all three firearms and that I would be filling a complaint… I later decided to speak with the manager Corey for resolution, who sided with his employee and did not attempt to rectify the matter. As stated in the pick up information email, a second form of government issued ID my be required like a vehicle registration, title or hunting license for proof of address & not to mention I had a firearm (already cleared by state police) there paid and ready for pickup with the said address. He had the background paperwork (that had 72hr clearance) in hand and still refused accept residency. And proceeded to customer service to issue a refund… which I had planned to return because it did not have a manual safety. So no argument there…

At the register, Keith, could not refund my Cabelas CC because I did not have the physical card due to it being a new account. I did not need a physical card to purchase at time of application approval. But he couldn’t return it because it was marked as already picked up in the system when it was being held for clearance. Which is why customs service couldn’t process the return prior by phone..

Kegan nor Corey followed policy to at least ask for additional proof of residence to validate my VALID DL. Also. The store never notified me that my second order placed November 18th (that I was there to background for) was there. It had to be escalated to a manager by Cabelas customer service because the firearm vault department did not answer the phone to verify if my order was there before she could cancel and reorder by phone. I’m disgusted by the way it was handled. I had to wait 4 weeks for my order to begin with. I reside in Illinois with a valid IL DL yet I was questioned like a child about my address from which it took me an 1:36hrs to get to Bolingbrook today. I cancelled the new order as well and it was refunded as Abandoned not withheld by manager discretion as it was. Due to this experience, I will not do business with this...

If I could give Bass Pro Shops and the Gun Department a Zero I would. I have been looking for a particular firearm for several years that have been in short supply. I found one on the website and placed an order on Wed at 7:30 am. I was charged and the gun arrived at BPS. I knew from other online purchases that after 3 days I could go in and complete the paperwork and should be able to take the gun home the same day. However BPS argued and has a policy that it’s 3 days after the 4473 form. So I complied trying to be reasonable. I completed the paperwork and listened to the instructions that I could pick it up after 3 days after the noted time. So I showed up on day 3, well after the prescribed time, an hour before the store closed. The que system was full, but the gun manager said we could stick around and he’d try to work us in (rudely). 10 minutes before closing he snottingly said they would not be helping anyone outside the que. I drove 45 min one way, 1.5 hours both ways multiple times to try to complete the transaction. So I was slightly upset, and asked if I could get on the next days que for an appt. The manager rudely said No and we exchanged words. I then tried to get a refund from the manager on duty and wasn’t able to do it because no one with authority was on hand. I was then told I had to return the next day to do anything. The next day I spoke with the general manger and informed him that I wanted a refund and I was canceling my BPS credit card. I also told him this was the worst store I have been at and it’s been going down bill for the last 10 years. We discussed how busy they are, but there is nothing on the paperwork, no signs posted or anyone explaining that they recommended arrive by a certain time to pick up my gun. They are understaffed and it was acknowledged. My biggest problem is that if you read the gun laws, they are making up their own rules and infringing on people’s rights. This can not be acceptable.

In addition to this I have had multiple other customer service instances at this store. I made a scene because nicely pointing the issues out never seemed to change this store.

I will shop elsewhere from now on for my outdoor needs, other people show more appreciation for...