Bass Pro Shops — Attraction in Round Rock

I don't mind leaving this review as Bass Pro and their Corp Office have now pushed me to exposing the horrible service and events that have occurred with our Tracker 4 wheeler we purchased from them. On June 6th, 2023 we dropped off our son's 4 wheeler for a tune-up, it would start but would be difficult to start sometimes. We dropped it off to a woman work and the customer service desk in the shop, she did not give us any paperwork and said its not needed. A couple weeks go by noone had called so I called myself to check-in. The same woman answered the phone and when looking into the 4 wheeler she asked " are we sure we dropped it off at that location" yes Round Rock, TX is the ONLY location near us. She said " well I can't find it here, I'll talk to one of my technicians and call you back." She never called me back, once again I call back again, talked to her. She said she found the 4 wheeler and they serviced it with an oil change, gas change, but noted that it was difficult to start and would need a starter relay. I asked her what the total price would be for that and it was $246. I gave her the okay to order and replace the starter relay. She said she wouldn't know when the part would come in but figured they had a direct supplier they worked with. 2 more weeks go by and no call, I call again same woman answers the phone, mind you this is end of July, they have had it since June 6th. I asked her what the heck is going on and why is this so difficult for a simple tune up. She goes on to say that there was an issue and that they had broke our gas tank so they were waiting for that part to come in and that because it happened in their shop I would not have to pay for that. I said okay when can plan on it being fixed, she said the part will be in on Friday and that I could pick it up on the following tues. The following Tues I called to see when I could pick it up she said they were running behing but would get with the technician can call me back with a date. Once again no call back until Saturday August 5th from a gentleman now. He states that he is a new employee that took over the woman spot and is trying to improve customer service. He goes on to tell me that our 4 wheeler won't start and that our engin needs to looked at for diagnostics, asked why it was running just fine, difficult to start but how did it go from running to just needing a starter relay, to broken gas tank, to now something wrong with the motor. I asked him how much that diagnostic would cost he quoted me $700, I said absolutely not. I took in working equipment. He offer for his staff to " eat the cost" to get a diagnostic and would call me back on Monday. Monday Aug 7th came no call, however Tuesday he did call and let me know the outcome. Now I can't remember all the terminology but I remember most. He said that a pisotn had broke off and went through the head of the motor so we would need a new motor. I was in absolute shock, how did this happen, who to my 4 wheeler joy riding. When I look back from the first conversation I had with the woman and they couldn't find our 4 wheeler I should have known there would be issues. I asked him how much a new motor would cost he quoted me starting $2500, that is more then the 4 wheeler at this point. I told him that I would need to discuss this with my husband. We don't have the finances to pay for that but we want answers. I have called Corporate and have been transferred to Leslie who is supposed to be in charge of 4 wheeler, ATV, and outdoor vehicles department. I have left voice-mail after voice-mail with her with no return call back. I have called customer service multiple times and had them fill out multiple complaints with no call or email back. But what I have got is multiple calls back from Round Round, TX Bass Pro that I need to come pick up my now non-working 4 wheeler. I WANT ANSWERS! Anyone know how get ahold of someone there to can actually do their job would be greatly...

I was DISCRIMINATED against and REFUSED the sale of a firearm today.

Never in my life did I expect the encounter I had today at this store. For context, I am a 22 year old white female who went in to purchase my first firearm (handgun). Previously, I had tested out different handguns at a shooting range with my father and so walking in, I knew exactly which gun I was looking to get and which ammo. Before going in, I had screenshotted exactly what I was looking for on their website so I wouldn’t be as confused when going in to make my first purchase. I waited at the case by the gun I was looking to purchase and was approached by an older male associate. I let him know which gun I wanted, he pulled the gun out of the case, handed it to me, double checked that it was the gun I wanted. I confirmed with him that it was the gun I wanted to purchase, that I had tested it at a shooting range previously and liked it. I then pulled out my phone and showed him the screenshot of the exact ammunition I was looking to purchase and asked him to help me find it. Rather than walking me over to where it was, he pointed in the general area it would be. I decided to call my father to double check that I was picking up the right product (s). Again…. I am a young woman who has never owned a firearm and so OBVIOUSLY, there are a lot of unfamiliarities. I am trying my best. After ending the phone call with my father, the sales associate came over and told me that he would no longer be able to sell me the gun specifically because I had been on the phone in store which was suggestive that I was attempting to buy a firearm for someone other than myself. I was very confused and stated I had no idea there was a rule around making phone calls when buying a firearm. The associate told me it was policy and that I would have to come back another day to complete the purchase. I walked out of the store peacefully and called my father back to let him know what had happened. To which both my father and I were both confused since neither of us had ever heard of such a thing. I decided to look it up in the parking lot, to which I found absolutely nothing to suggest there was any policy or any issue with being on the phone when purchasing a firearm. My dad encouraged me to go back in and speak with a store manager. So I did. Only to be met with an even more unreasonable response. The store manager told me there was NO policy but that the associates are “trained to spot suspicious activity”. I explained to him the sequence of events and why I had made the phone call to my Dad because the associate barely made an effort to assist me in finding the ammunition. He proceeded to double down and tell me I had exhibited “SEVERAL red flags” and they have the right to deny a firearm sale if there is suspicion. At this point I am obviously very confused. What several red flags??? He told me he couldn’t tell me what the red flags were because I could then “fix them”. I reiterated that the associate told me I could come back another day to purchase the firearm. The store manager then tells me the associate is wrong and they will no longer sell me any firearm any day period.

Had it even gotten far enough, I would have presented a valid ID and passed the criminal background check with ease.

It’s my right to own a gun and how I showed up in that setting was pretty much what you could expect from a young woman going in to buy her first firearm on her own. I was calm, composed, respectful, and dressed casually. I was not suspicious. They were...

I don't often take the time to write a review because it's not always fair to base a company overal on one person's actions in an event one time, however now that it has proven to be multiple people and multiple times ive tried to resolve without any success, same negative experiences even with the manager, i feel it's reasonable to leave a review based on my experience. Horrible customer service. Parts and service department does not answer the phone. When you do go in and speak to someone, you better hope you get the one and only decent person who is behind the counter or have a new fancy boat, otherwise you can count on being treated with short, rude, we can't help you responses. Dare you choose to try to make a complaint about the frustrations you have experienced attempting to do business with them... you MAY get a call back after a few attempts of having to leave a voicemail or a note for management and then the manger is just as rude and unhelpful...going as far as telling me that I was lying about being present for the interaction that led to the escalation! Wild! Just wild. No sense of customer service or concern for multiple instances of poor customer experiences. I'm not rich, but I've spent thousands of dollars there over the years and you'd think the management would care about their customers more than they have so far proven to me...

*Edit: I have spoken with Shawn's manager, Wes, and he was at least level headed and respectful enough to somewhat hear me out and appreciate that there were opportunities for a different path and experience than what was taken. He says he will take some suggestions back to his staff for a better experience opportunity in the future and said that the lack of ability to get anyone on the phone leading up to the terrible in person experience is due to staffing issues and acknowledged that is something he has tried to turn around. I'll give credit where it's due, although I still feel like I'm being treated as though my representation of the experience is questioned because he first spoke to Shawn and "a customer who was present for the first interaction" (how Wes spoke to said customer in less than 20 minutes a week later and how that customer's word "backing" Shawn's "side of the story" still has me baffled since Wes didn't even know the date of the initial interaction until I gave it to him on our call about 15 min in- so how would he even know what customer to speak to and why would he call a different customer back before the party who left the VM of a conplaint...? Hmmm...???) -at least Wes was respectful enough to listen to me and admit that there were opportunities to have turned this around a few times and that he would try to give the feedback to his employees. Now do I believe that it will matter or make a difference to Shawn, I absolutely do not, unfortunately because he made it very clear that he does not see any wrongdoing on their part and he proved to me he has convinced himself I'm just a crazy lier who "wasn't even there"....

Hopefully, they will hire more folks like James in parts- the one hero in this story who made sure to offer my daughter and I the customer service that everyone deserves. Thank you James, your kindness and patience made an impact in our day and we appreciate...