Big 5 Sporting Goods — Local services in Lake Forest

Till this day no one contacted me back like they said and I have never been in any of their stores again.

I am writing to share my experience as a black man returning an item at your Lake Forest store. On February 3, 2021 I entered your store to return a thigh wrap. I purchased two but realized I only needed one.  I entered the store masked and was next in line.  When my turn came I told the cashier Sean that I wanted to return this item.  He called for the manager and I waited.  As I waited, a blonde women with a ponytail came in with an item that she wanted to return.  She was behind me.  As I waited for the manager, more people came and go in line.  Eventually the manager came to the register and approved the cashier to accept my return.  Sean began processing my return and I heard the manager say she could help the next person, the white blonde women. Sean scanned  my item and said in a tone that took me by surprise, whats wrong with it?  The tone was not pleasant, more accusatory, like I had done something wrong.  I said there is nothing wrong with it, I purchased two and only needed one.  My awareness of his treatment towards me heightened.  He then said he needed to see my ID.  I was surprised by this request because I had my receipt and credit card I charged it to.  I showed him my ID which was in my wallet exposed through the plastic covering. He then told me I had to give it to him because he had to scan it. This seemed unusual for a $11.00 return and it again took me by surprise. Sean was not engaging nor did he try to establish a rapport with me. I felt uneasy by the way I was being treated.

I looked over and closely observed the white blonde women and her transaction with the manager as she returned her item.  Not once was she asked to show her ID. Her return process required no questions or doubt about her reason for the return or what was wrong with it.  I felt like I was being given the third degree and the white blonde women had the red carpet rolled out for her.

After I finished my transaction with Sean which made me feel less than I watched the manager with the white blonde women.  After the women left, the female manager noticed me watching and asked if she could help me.  I told her I noticed she didn't ask the women for her identification.  She said they sometimes do and sometimes don't but she had her receipt and it wasn't necessary.  I told her I had me receipt yet not only was I asked to show it. I had to take it out to be scanned.   I said as a black man it felt that I was being treated differently.  She quickly said it wasn't like that.  She didn't speak to Sean so how could she know what his thoughts were.  I said to her as a black man it sure felt that way.  Her response of sometimes we do and sometimes we don't has me wondering, do we do it when it's black people and do we not do it when it's white people.

I left frustrated, feeling discriminated against and in disbelief.  When I got in my car I felt this treatment needed to be elevated.  I looked up Big 5 and called customer service.  I got Jessica and shared my experience.  She went on to tell me the policy but I left more frustrated than ever.  I felt like she had no empathy for my situation.  I left feeling where was this going and would it fall on deaf ears.

Jessica never requested my name, a contact number or a sense that someone would get back to me.  It was only when I mentioned it to her did she take my name and number.

I truly hope that the mistreatment and inconsistency in treating customers is a value that Big 5 does not support and the staff will be appropriately addressed.

The district manager called and apologized for the staffs behavior and committed to getting back to me to ensure the matter was appropriately addressed. He also offered me a $20.00 gift card. I have never heard back from him ensuring me that the issue was addressed as...

I was in recently on a Saturday afternoon and Xenia and Carson were awesome in assisting me in finding a new pair of walking shoes. Xenia helped me initially and also was assisting other customers. Carson then looked for and found various shoes for me and ultimately found a great pair of Sketchers hiking shoes. Thank you Carson and Xenia for your genuine and outstanding customer service!

The customer service at this location is a +5 Star rating. I was here recently on a Friday evening to purchase a new pair of shoes for walking. Brian in Men's Shoes is awesome, he approached me right away, and knows an incredible amount of information on what you're looking for. He was also helping other customers simultaneously without missing a beat. Another terrific team member came out at about the same time and was great at assisting customers. Adrian checked me out up-front with helpful, genuine and exceptionally friendly service. The store looks terrific and the merchandise presentation is excellent. Thank you :)

I came back late yesterday (Friday Sept. 30th) afternoon, to purchase a new pair of shoes that are durable and could last for my walking routine. Damon greatly assisted me in finding the right pair of shoes. He is incredibly knowledgeable, exceptionally friendly and easily answered the various questions I had. Other people asked for his assistance as well, as they could overhear his expertise, down to earth manner with each customer, and sincere professionalism. Thank you for all of your help Damon, it is greatly...

Came in for a fishing license but decided to take a look at the very limited firearm selection. Ironically saw something I might be interested in and asked for help to view it. I was told to "come back tomorrow." When I asked why, I was informed by the employee that "both the employee and I would need to have a license to VIEW the firearm." When I asked to clarify what license was needed the employee of an FFL told me I needed to have an FSC as well as the the employee that was showing the firearm. Mind you I just wanted to view the firearm. I was reminded of why I had not stepped foot in this store for over ten years because the last time I had, I purchased a Mosin Nagant and had to wait an extra day to pick up my rifle because apparently Big 5 has a company policy to extend the already ridiculous CA 10 day wait to an extra 24 hours because Big 5 employees are unable to distinguish ten 24 hour periods. In summary, this is a terrible place to purchase a firearm or ammunition because their employees are so poorly trained they don't even have a basic understanding of the laws of the state they are operating in. I would highly suggest finding a reputable FFL in the area before even attempting to purchase...