Bass Pro Shops — Local services in Hampton

I’ve been shopping in here since it opened. It’s had its share of ok days and bad days but this time it was bad enough that it actually spurred a review that I pray someone will read and make some changes.. First off, the shoe dept. after the gentleman before me had to go to the front desk to ask if anyone was working in the shoe dept, I thought things might get better but after she brought him his shoes to try on, she disappeared again, while I was standing there waiting my turn. I waited, waited a little longer.. I asked the gentleman if she had gone to get him something else, where he replied “No, she just dropped these here with me and left”.. first off, no customer should ever have to “go look for a person to help them and better yet, after helping them, another customer standing there not be asked if they need any help”.. Ok, I got tired of waiting and walked to the fishing Dept, where basically the same thing happened. I wanted to purchase a reel that’s on sale but the man behind the counter (who I’ve seen many times with the same extremely unfriendly personality) was evidently too busy building little displays to help the “ONLY person standing at the counter 15 feet away” from him.. so, after my first encounter in the shoe dept. I could see pattern and just said to myself, these aren’t the only places to get boots and fishing reels and walked away. I’m genuinely a pretty understanding person who gets it, when you’re busy, it’s hard to walk away to help but when your free to help and make no effort, or leave the area with someone clearly standing there staring at the wall of products, the customer shouldn’t have to make the first move. You’re not doing the customer a “favor” selling them something, you are there to HELP them. This was most likely my LAST trip to Hampton Bass Pro and I’ve been coming there since it opened.. I’m not bashing all BPS but drive to Ashland, Va. BPS where the people are friendly, knowledgeable, and will actually say “Can...

So I purchased a Henry Golden Boy Rifle from Bass pro and had it shipped to this store over 2 weeks ago. Before I purchased I was told by an associate in the gun department that all I needed was my license since I’m a Virginia resident as long as the license address matches the order. Now, I explained to the associate that it does not and I was told all I needed was 2 pieces of mail to confirm my address. So the first time I went to pick up the rifle I brought all the things I was told but was told by another associate I needed something that was federally issued with my address on it. I just moved not even two months ago so I didn’t have anything. The associate saw that I was in uniform said that I could bring a copy of my orders I would just need them printed out with my military ID. Fast forward to the next day I come back around 8pm. I sign unto the queue and it says I’m 8th in line. I waited till they closed at 9 and was not seen. They want you to sign in to this queue but the entire time I’m waiting I see people just walk up to the counter and start talking to the associates who are helping them. I come back the next day on my lunch break around 11:30am. This time I’m 12th in the queue. Once again I wait until 12:45pm and the associates are still “helping” the same people they were at at 11:30am. And by helping I mean talking about rescue dogs. I leave and come back that afternoon after work around 5:45pm this time I can’t get into the queue at all because there’s too many people in the queue. One of the associates asks if I’m in the queue I tell him no it’s full. He then asked if I was picking up which I tell him yes. He then proceeds to tell me it’s going to be 3-4 hours and I can come back preferably during the day. At which I tell him I’ve been there everyday all week and even during the day and haven’t been helped. At this point I’m contemplating calling and canceling my order. Why is it so hard to pick up a...

We traveled 3½ hours from Waynesboro VA to this particular Bass Pro Shop in Hampton VA because it was the only location in the state to have the rifle our son wanted for Christmas. I can't say enough about the staff. I had called and spoke with the hunting department 5 days prior because online it said they had the rifle in stock, which was amazing! When I spoke with the hunting department they informed me they had sold the last one and they had no idea when the manufacturer would ship more but did not expect anything until late January. I was crushed and out of options. The next morning the manager called me and said the gentleman who had purchased the last rifle (in the state mind you!), had failed the background check and that he had placed the rifle in the vault with my name on it! Wow! Talk about customer service! They could have easily sold that rifle in less than half hour but they knew how important it was to me and my son and held it for me for 4 days until I could come pick it up. It was just a few days before Christmas and the store was very busy, especially the hunting department, and after taking a number we had a two hour wait just to talk to a sales rep. Finally our number was called and that began one of the most entertaining hour+ long waits ever. The gentleman who waited on us was so funny and engaging. After I filled out the forms for my background check we had to wait for it to clear and he made the time fly by for my husband and me. Finally, after several hours in the store AND a 7 hour round trip, we were back home with the Christmas present I was determined to get for our son. At the busiest time of year multiple people from cashiers, sales representatives to management went the extra mile to make this a purchase to remember and to earn a repeat customer in the future. Great job Bass Pro...