Sportsman's warehouse — Local services in Rocklin

I am writing to formally report a serious issue that occurred at Sportsman’s Warehouse Rocklin location, which involves multiple unauthorized charges to my account, failure to receive the product I attempted to purchase, and deeply unprofessional and disrespectful treatment by store staff.

On Friday 5-16-2025, I attempted to purchase a single hat. The cashier appeared unsure of how to operate the point-of-sale system and directed me to insert my card. The payment terminal showed “authorized” and indicated that the transaction was approved. Despite this, the cashier claimed it had not gone through and asked me to try again. This process was repeated two or three more times, each time resulting in a successful authorization and pending charge on my bank account. I even showed the cashier my banking app to prove that I had been charged multiple times.

She assured me the charges were “pending” and would “fall off,” and told me to try a different register. At that point, I spoke with a manager who gave me the same assurance. The experience made me extremely uncomfortable, and after waiting for an extended period, I ultimately left the store without the hat, which remained at the front register while staff attempted to reboot their system.

By Sunday, the charges had not fallen off as promised — they had fully posted to my account, and I was charged multiple times for a product I never received. I contacted the store around 9:30 AM that morning, before the store manager arrived. I explained the situation to the employee on the phone and expressed my concern that this qualified as fraudulent billing, as I was charged for goods I never received and had not authorized multiple payments.

To my shock and dismay, the employee laughed at me, mocked my use of the word “fraud,” and was completely dismissive. I was told there was “nothing they could do,” and that I would have to go through corporate and fill out forms — despite this being entirely the fault of your staff’s mismanagement and errors.

This situation meets the very definition of fraudulent billing — being charged multiple times for a product that was never delivered, despite clearly raising concerns in real time. To then be mocked and laughed at when trying to resolve it is unacceptable.

I have all necessary documentation, including bank records showing multiple posted transactions and timestamps. If this matter is not resolved promptly and professionally, I will escalate this to my financial institution and file complaints with the Federal Trade Commission (FTC) and Consumer Financial Protection Bureau (CFPB).

I expect a response...

Lots of great products but the worst service of ANY sports or hunting out there. Please avoid big box places like these and shop the local, smaller shops for better service. You want Walmart or a boutique when it comes to service?

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