Academy Sports + Outdoors — Local services in Hiram

Unfortunately I had a bad experience here. I placed an order online for 3 pairs of shoes for a store pickup back on December 14th. During the pickup the shoes I had picked up in store to the shoes they selected were in tattered boxes and stitching issues on the teal and yellow and the wine colored ones, I was also told the black white and Grey ones would have to be shipped. I went to the shoe section and picked three identical replacements for each color including the black white and greay and walked back to the front to swap them out. Uzma started couldn't get the barcode to scan and called over what seemed to be the manager. It was a tall man who was called over to help. He tookover and completed the transaction. He started ringing up the shoes i had went and picked out and the wine colored one and and teal rang up for 44.79 each. At that point I told him that is the price I wanted to pay. He ended up processing the receipt and actually rang up the shoes as 59.99 with a price override, looking back at the receipt. I paid out of pocket for the third pair because I was told I'd have to come back for that pair. I was charged 59.99 for those too. With him overridding the prices instead of getting back $45.60 as the shoes were cheaper in store I lost out on my $20.00 dollar gift card for spending $100.00 and $45.60 because each pair rang up for $44.79. He should have just started the return and then had me re purchase at the in store price of $44.79.

On on December 20th I reached out to Academy customer service they took forever to respond to my email that they asked me to send. I followed up with them on January 3rd and was told I needed to contact the store. When I contacted the store I spoke with a gentleman named Katrell who said he was a manager and I explanlined my situation and he called me back saying that I should have brought the shoes back to the store which had not been said by corprorate when they told me to contact the store. When he called bavk he told me that since the sale was over that there was nothing they could do and that the system didn't show an override in price. He said his Peers and Direct manager manager said that there was nothing they could do. I asked him to have them call me and never heard back. I am very annoyed with their...

So I will say that my experience here was very mediocre. I ordered a bike and the tire was a little flat when I received it so I added some air to it and the front tire popped. I called the store to see if I could bring the tire in and exchange it with the same tire (I did ask this) they said I could. So I took the tire to the store and instead of giving me a replacement tire that matches my bike they gave me a generic tire and tube. While I do appreciate the effort, on a brand new bike I wouldn't want to have mismatched tires so I proceeded to call again and I was informed that I could just exchange the bike. The person I spoke with said that bikes would be built over the weekend and that once this bike was assembled they would hold it for me so that I could come back and exchange it. So I waited until that Monday called up there to see about the bike and they said that they couldn't find any of those bikes even though the system showed they had some in stock. So I decided to go ahead and take my bike back to get a refund then I proceeded to order the bike again. After ordering, I received a notification about a day later that the bike was ready for pickup I did not go the same day I waited 2 days and sent my husband to get the bike only to find out it was not assembled yet even though they notified me that it was ready for pickup 2 days prior. I called about the incident and I was informed that they would contact me once the bike was built so I could go in and pick It up however no one contacted me. So the next day I called again to confirm that the bike was fully assembled before making another trip I was able to confirm it and my husband was able to pick it up. So overall I did get the issue resolved however the way it was handled to me was very poor. I do appreciate the efforts of all those involved but I feel it should have gone...

I visited Academy Sports to purchase fishing gear for an upcoming trip and had an extremely disappointing experience with an employee named Sarah. From the moment I asked a question, she was unprofessional, dismissive, and outright rude.

The issue started with a misleading display that said “from $29.99.” I selected one of the many rods from that display, expecting the price to be close to that range. At checkout, I questioned the much higher price, and Sarah responded with a noticeable attitude. I brought another rod from the same display, and she curtly said, “This one is more than that one — $89.99,” and she walked over to the display and pointed to the “from $29.99” sign.

When I explained that I was looking for any rod close to $29.99, she told me I’d have to use my own eyes to find it, as she had other customers to help. Then, without warning, she cleared the register of all my scanned items. During this exchange, she dropped a fishing rod on my leg and showed no remorse. Another employee had to step in and pick it up.

When I asked her to call a manager, she paged Catrell Smith, who was excellent—professional, helpful, and respectful. During the page, however, I clearly heard her refer to me as “a Kevin” over the radio, which was extremely disrespectful and unprofessional.

To make matters worse, when I asked for her name, she sarcastically told me her name was “Elvis.” Only later did I learn her actual name was Sarah.

Catrell ultimately found one rod among the many on display that was actually under $29.99—priced at $19.99—which proves my concern about misleading signage was valid.

This was one of the worst customer service experiences I’ve had in a retail store. I sincerely hope this is addressed, and I would appreciate a follow-up on...