Sportsman's Warehouse — Local services in Murrieta

1/28/25 I had a very frustrating experience at the gun counter recently, and I feel compelled to share. I showed up around 7:00 pm, and by 7:09 pm, I was 3rd in line to start the background check. By 7:11 pm, I was next in line. But unfortunately, the customer service was far from acceptable. Around 7:30 pm, I was finally approached by one of the employees, who was finishing up with another customer. Instead of a polite greeting, he rudely asked what I was there for, as if I hadn’t been waiting patiently for a while. I explained that I was there to start the paperwork for my online firearm purchase. Instead of offering help, he started ranting about how he didn’t have time for me, even though the process should only take 20-25 minutes, which would have been more than enough time before the store closed at 8 pm. What made it worse was that both counter employees were wasting time chatting with a woman (who I’m assuming was somehow related to them). They seemed more interested in socializing than getting through their tasks. I was just left standing there, and no one bothered to check the queue or acknowledge me. When I finally pointed out that I had driven an hour to get there, I got nothing but more hostility. The employee kept complaining about having more important things to do and didn’t want to help me out. This could’ve all been avoided if someone had just been upfront at the beginning and told me, “We close at 8 pm, and we can only help two more customers.” Instead, I got an unpleasant experience with a rude, aggressive employee who honestly shouldn’t be in customer service. This was the same person I had dealt with during my first visit to the store, and it was just as bad the second time around. I really hope the owner takes these complaints seriously and addresses this kind of behavior because no one should be treated like that.

UPDATE- I wanted to provide some positive feedback regarding my visit on 01/30/25 at 6:00 PM. Upon arrival, I was warmly greeted by Steven and Karen at the gun counter. Steven assisted me with the DROS process, which took only about 15 minutes to complete. I was really impressed with his professionalism and politeness throughout the entire process. Great customer service from Steven – he made the experience smooth...

These guys need to get their act together. I came in to fill out the paperwork for a gun I had already purchased. After grabbing a ticket I stood there for 50 minutes without getting helped, nor did the ticket numbers progress. Finally someone asked me what I was there for, and when I told him he said that the store would be closing soon and I would have to come back. I decided to get my purchase refunded because I have no plans of doing any future business with this store.

The next morning I called the store to express my dissatisfaction. First I tried to call the appropriate department but they didn't pick up after a full minute of ringing. Then I called customer service. After a long wait they finally picked up, at which point I asked to speak to the manager. They put me on hold for five minutes and then I got hung up on. I had to call another five times before anyone answered, at which point I finally got an answer and got successfully transferred. It was a completely distasteful and unprofessional experience.

UPDATE: When I was there they said that I could call the main customer service to get my gift card refunded. I called the main customer service and asked them to do so, which they said they would. Then I called back a few days later to check and see if this had been done, but this time they said that the original person was wrong and actually the card wasn't refunded. I ONLY FOUND THIS OUT BECAUSE I DECIDED TO FOLLOW UP AND MAKE SURE THEY ACTUALLY DID WHAT THEY SAID THEY WOULD DO. They did not, nor did they contact me to say they had made a mistake. Based on what they told me the first time I could have thrown away the gift card believing it was empty.

I'd like to give fewer stars based on this update but I already gave one star. Terribly disappointing service.

In other news I went to my local Turner's Outdoorsman and made my purchase there instead. Excellent service there. Go...

Honestly I hate coming here….I really wish that wasn’t the case but it is. Bought a firearm and ammo many times and many other items(not based on only few encounters).

Outdoor store employees as an industry whole, often do tend to be judgmental and unfriendly …….but this store is by far the worst of the 5-10+ similar stores I shop at.

Every time I go there I feel like the employees see, speak and treat me like I am dumb, Inexperienced, and make the hobby/sport look bad. (Which is not the case, I am member of local respected club and have good reputation there. I also have 7-8 years of expierence)

Last time I went there I had to return an item due to an issue with the design I didn’t expect/mis labeled . The sales person literally said “that’s why I never buy this item without seeing it in person first”, when I asked the sales person which model they had they said “o….I don’t own any of those items…”….so he is literally critiquing and judging me for something he himself, based on his own words, doesn’t own, doesn’t have and has never done …..I think this interaction very much sums up the culture here.

They love to judge and often based on things they haven’t done themselves. Basically putting down the customer.

Employees here act like their are tier 1, look down at everyone else, and often themselves are not fully experienced or trained or even familiar in their own lives with the products they judge and occasionally sell.

If this was a hardcore specialty shop maybe …but it’s not ….these guys aren’t special forces, they aren’t a training academy…..they honestly should represent the community alot better and often make the rest of us look bad ….and I say this with the hopes it somehow sparks change …not to make...