Sportsman's Warehouse — Attraction in Fairfield

TL;DR: employee makes critical processing error requiring me to make extreme effort to bring back paperwork (Firearm transfer record) they were supposed to keep. Manager only offers me a $20 gift card for 3hrs of driving, 2 bridge tolls, half a tank of gas only after complaining.

I made a shotgun purchase online and picked up in-store and received an extremely poor and disrespectful customer service experience. The associate who processed my pickup mistakenly gave me the firearm transfer record packet for me to take home, the store manager Aaron had performed the double-check. I received a frantic call from the gun manager (Rob) late at night asking me if I had the Firearm transfer record paperwork. I confirmed that this was in no way my fault and lamented taking 3hrs from my Sunday to drive from the bay area on my day off to bring back the paperwork because I understood this was a legal necessity. The courteous thing to do would be for the offending employee to pick this up themselves or to compensate me fairly for my time, money and effort to help the store avoid legal problems. When I returned to paperwork, the gun manager, Rob, tried to just take it and walk away and did not even initially offer any courtesy for my extreme inconvenience for their team's mistake. I had a conversation on the side with him to make him understand the effort it took to bring the packet to them. Guess what he offered me for 3hrs, half a tank of gas, and two tolls: $20 gift card!! I said this wouldn't even make up for the cost of gas to come up here and requested something more as I felt this was disrespectful. He had the store manager (Aaron) talk to me, who refused to give me anything more and said the $20 was already "a courtesy" and tried to rationalize that they were already taking a loss on the price I paid for the shotgun. That has NOTHING to do with this interaction.He also said it wasn't their fault I lived so far. I responded that it was not my fault their employee made a critical error and I was providing them a courtesy. They are basically taking minimal responsibility for something that has legal consequences for them. This was an extreme lack of empathy and poor customer service to make up for incompetence of their team. I assume Sportsman's Warehouse would be in a lot of legal trouble if I did not do them the courtesy of driving the paperwork back to them. I am upset they did not extend the same...

This Fairfield store deserves -5 Stars! They are less than zero. I purchased a rifle, revolver, and safe on Dec. 6th. Although it said shipped to store for 3 weeks, it had not arrived by Dec. 26th. I decided to cancel the rifle.

I arrived at the store about 9:15 on Dec. 26th. There were three different lines. I was told to take a number. They were on No. 81 and I had 86. After 2 hours, the number never changed from 81. I asked one of the salesmen and he told me that they were not calling the numbers and that I needed to get in one of the lines. I was very pissed.

Finally, I got to see a salesperson to complete my transaction. I cancelled the rifle, completed the paperwork for my revolver, and picked up my safe. I was very frustrated at this point and just ready to go. Someone came and loaded the safe and to my truck.

The safe was very heavy and I needed to call some extra resources over to my house to help me unload it. When we got it off the truck and unboxed it, it had no manual, key, or lock combination code. All 3 things should have been included. I was pissed to the highest points of pisstivity at this point. I tried to call them and no one answered the phone. I ended up calling them a dozen times over an hour and they refused to answer the phone. I finally called the corporate headquarters to get some answers. The person incorporate tried to call them and said that the Fairfield store hung up on them twice also.

Do yourself a favor and don't ever shop here. Stay far away. I typically shop at the store in Brentwood and I highly...

Have purchased a few weapons form this location during the pandemic. Their system is very orderly and they always seem to be doing the best job they can given current demand. They’re quite knowledgeable as far as firearms and ammunition go. I also purchased a hunting pack that I used but found it to be too noisy and uncomfortable that I ended up returning it to them with no questions asked. Their selection is quite nice across the board and ordering online for store pick up is quite convenient.

8/25/2022 Update: I’ve had 3 terrible experiences that made me down grade my review from 4 stars. 1) I purchased a rifle online and tried to cancel it the next day, however it took a couple of weeks and 4 phone calls to finally get a credit back to my account. 2) I purchased a rifle and the store employee made a mistake on my DROS so another employee unnecessarily cancelled it and I had to start over again. This caused me a great deal of time and frustration of which they were not in the least concerned with resolving in a timely manner. So in effect it took 8 hours for the purchase of one rifle. 3) I bought a scope online and it came in used condition and previously mounted. They sent it an opened boxed with just the scope wrapped in brown packaging paper. No instructions or any of the other original contents. Very unprofessional.

I’m leaving the two stars for customer service as both over the phone and in person the employees are...