Academy Sports + Outdoors — Local services in Katy

I just had a horrible experience at your Katy, Texas location. (23155 Katy Freeway, Katy, TX 77450) (Sunday night, 6:30 pm, 2/16/2025)

I am a regular customer at your Frisco, Texas location, but am in town visiting family and needed something so I ran up to your Katy store. I quickly found what I was looking for and headed to the checkout lane. At this store, there is one line and then they send you to an available register. When I got in line there were two out of 12 registers open. While I was waiting, one of the two turned off her light and left leaving one register open. I politely asked several employees who were walking by if they could get more help up front. Without even slowing down or looking at me, they said "No."

I then asked the one remaining check out person to call the manager up front. She did nothing. At this time there were 12 people waiting in line. When I finally after 15 minutes got my turn to checkout, I again asked her to call the manager. She did and told me the manager was busy.

You really need to train ALL of your team members to recognize when there is a long line and do something about it. There were plenty of employees walking around the store, but a big shortage at the checkout lanes. You need to have more people cross-trained to jump in and help when called. A long wait is the number one turnoff for customers across any industry, especially in retail. Customers should not have to wait an extended amount of time to hand over their hard-earned money.

As I never have this issue in the Frisco location, I would have to make the assumption that this is due to poor leadership at...

DO NOT EVER ORDER ANYTHING ONLINE FROM ACADEMY First of all their website is confusing and difficult. It also makes huge mistakes. I ordered 2 tables for in store pickup after making sure they were both available at the store. One was $24 and the other was $34. When I received the online order the $24 table was set for in store pickup. The $34 table was set for delivery and a $206 shipping charged was added making the cost of the 2 tables $272. I immediately contacted Academy customer service and after an hour on the phone I was told there was nothing that could be done. I was told my situation had been sent to a supervisor to handle and I would get a call back in a few minutes. I never got a call back. The next day I went to the store and talked to the customer service manager who told me there was nothing that he could do and told me to call Academy Customer Service again. I called them again while at the store and after almost an hour was again told that nothing could be done. I was told the table would be delivered to my house in 2 weeks and the $272 had already been charged to my Academy card and the order could not be cancel and the $206 shipping charge could not be taken off my Academy card. Once it arrives in 2 weeks I was told to return the table to the store and the $34 for the table and $206 shipping charge would be refunded to my card. Then I could purchase the tables again at the store. Even the customer service manager at the store agreed it was ridiculous...

Highly disappointed with the sale of fire arms, and also the wait time for repairing them from Academy. I bought a 9mm SCCY pistol and it had an issue with firing pin on the first time use at Gun range. The pistol damn near took out the instructor as he was checking the accuracy of pistol. Firing pin was stuck and had few second delay before firing the shot. DEFINITELY NOT GOOD!!!! It took Academy couple months for them to get the pistol back to me. Okay so here we are again purchasing a ATA arms Etro 12 gauge shotgun and guess what??? Cycling/jamming issues, cracked broken parts? Did not even fire this thing once. Took it to range and it did not even get to use as it was defective from the jump. Well I dropped off the DEFECTIVE shotgun on July 15th… It is September 23 and still no shotgun or communications. We are beyond 2 months and mind you… Academy there seems to be an issue with your firearms. I will definitely not recommend buying any firearms from Academy. Horrible response time (if any) and definitely ridiculous wait times for repair… I attached invoice for Shotgun…… As you can clearly see the date we dropped it off July 15 2024, but the sad part is that the shotgun sat in the back of store for 3 weeks without being sent off… I only figured this out because I called them. And calling them took over 4 days to finally get the right person to help me out… HORRIBLE EXPERIENCE and Horrible service from this Academy… I DO NOT RECOMMEND...