Scheels — Local services in Missoula

The guys in Archery are awesome. Friendly staff, smiles and a positive vibe, starting the moment I walk into the store, every time. Three weeks ago, my 14-yr old son and I stopped in to look at compound hunting bows. We didn't stand there more than 15 seconds before someone greeted us. They asked Doug {Manager in Archery?) to come over to help us, and he spent 20 minutes answering questions, showing us their products and then took my son back to actually shoot a bow. My son "lit up" as soon as he launched his first arrow into a target. It was a fun moment to discover that he might like archery, something that I love. We didn't but any archery equipment that day. A few days ago, I bought a used hunting bow for my son at a pawn shop. It needed a tune up. We went back to Scheels. Doug remembered us, greeted my son and I at the Archery desk and asked what he could do for us. He listened, took a thorough look at the bow, which we didn't purchase at Scheels, and gave us some good advice. Then he handed us off to Max, who made the dusty, used bow shine. Max worked on it for 20 minutes, installed a new peep sight, and test fired it several times with my son. It was a good experience for both of us. I was ready to pay $50-75 for their time and professional skills, and all they charged me was $9 for the peep sight. WHAT?!? Customer service and hard-working employees who know their stuff is apparently what Scheels is all about. I'm sold. Scheels has gotten lots of business from my family, and will continue to be our...

I came into the store today to purchase some Griz wear for my family. It was my second time to the store, the first being the day before. The first day our visit was great, I was impressed with the store, their selection and their staff. Today however, I made the choice to not return again. There were several employees in the Griz section of the store and all were polite and asked if I needed assistance. However, while my husband and I were looking for a couple of shirts a clerk who had already asked us once if we needed assistance literally stood over me with his arms crossed while I knelt trying to find a particular size shirt. I told him we were ok (again) and he proceeded to stand over me staring. I stood up and picked up a shirt on the top shelf to which he said in a nasty tone, “you’re not going to find your size there!” I was confused because how did he know which size I was shopping for?! I said, “I’m sorry?!” And he again said, “those won’t fit you there!” And he’s still just standing there but has now grabbed a shirt from the exact shelf I’m shopping and starts folding the shirt. I started to fold up the shirt I was looking at, and he proceeded to snap that I could just leave the shirt right there. I am a small business owner. I understand the challenges businesses face with staffing right now. I am kind and pleasant to those who show up to work and make it possible for me to do things like shop. I appreciate them very much. This guy lost you some...

My experiences at this specific Scheels store are deeply disappointing and reflective of a broader cultural issue within the staff. The level of unprofessionalism displayed—from aggressive sales tactics to an inability to respect basic personal boundaries—is frankly astonishing. On multiple occasions, I have been approached repeatedly by different employees after politely asking to browse on my own. The behavior escalated to the point where I felt uncomfortably followed, as if I were under suspicion rather than a valued customer.

When I called to express my concerns, I was met with dismissiveness and sarcasm from a manager named Josh, whose response—“We train our staff to provide exemplary customer service, buddy”—was not only unprofessional but condescending in tone and delivery. Addressing a customer as “buddy” in the context of a serious concern was both tone-deaf and indicative of the deeper customer service failings at this location.

For those seeking a respectful and customer-focused retail experience, I strongly recommend visiting Bob Wards across the street. In contrast, their team understands the value of genuine service without resorting to pressure or posturing. Missoula Scheels, and particularly its management, could benefit from a serious reevaluation of what modern customer service looks like—and how far they’ve drifted from it.

I do not wish to directly engage with anyone at the store level. I will escalate this concern further up the...