Academy Sports + Outdoors — Local services in Sunset Valley

I recently ordered a item online for in store pickup. When I got to the store there was only one cashier at customer service with a line of more than 15 customers. I asked a employee where do I go for online pickup and was told I needed to wait in the same line as the 15 people. So I said to the employee that I already paid for the merchandise and is there someone else who can assist with my pickup but the employee said no. I asked to speak to a manager not because I wanted to be the typical my time is more important type customer but really to seek to understand why I was told I can quickly go in, pickup, and go and instead I was told/shown it doesn’t matter just wait in a line with only one cashier who is not getting support/backup from others. Also why would you have the employee work at customer service register? Why not put them on the register near it so that all customers for pickup are able to form the proper line as explained in the email/online and call for backup for pickup customers so that the cashier can focus on the rest of the customers. Secondly I waited 20 min and the manager did not show and while waiting the line barely moved and no one assisted the poor employee with the line until after 20 min. Finally someone comes up asking me my name and what I ordered but still no manager. When my item came and I looked at the name tag to my surprise it was the manager but yet she didn’t acknowledge herself, apologized for the delay, or anything. I just thought okay well now I know I’m not important. I was told while waiting that the store is understaffed and I can understand that must be difficult but it’s the managements responsibility to create a game plan that will work best to assist customers and make a less stressed work environment for the employees. I just think that in retail most of the time we are told or taught we have to create that smooth, frictionless experience for the customer but at the same time create that for your employees. I hope the store will work towards making the experience better not just for the customers but for the...

I tried to call the store today and never answered. I never make reviews but this one I needed to. I was in the store today and wanted a pair of sneakers. I saw one that I liked and asked the store representative his name was Daniel where can I find, these shoes because it was like a lone shoe he just said You can find them on this aisle. I went over there and of course I did not have a number for the shoes so I was kind of lost. A nice representative tried to help me find the size I needed. Somehow he got me three sizes too big, so my husband I went back over trying to find my right size. There was a ladder on that aisle and my husband saw the size I needed. While he was dragging that little ladder over to the area, here comes Daniel, after I see other people on the ladder. I look over my shoulder and I told my husband oh you’re about to get in trouble because here comes Daniel. Instead of asking us how he could help us, he just grabbed the ladder out of my husband‘s hands and said my bad. My husband said I need a ladder to get these shoes. And he said why I can’t read your mind, dude. I was taking back. Instead of offering customer service he grabbed the ladder Away from my husband and said I can’t read your mind. What kind of customer service is that??!! He should’ve said can I help you? Maybe my husband should not have been trying to get on the ladder for the store safety issues. But this guy was a total douche bag. He knew what my husband was trying to do, and just completely grabbed it out of his hands, and then my husband tried to say I need the size up here. The guy said I can’t read your mind dude. Daniel was a douche. He knew at the end of the conversation that he did wrong and he apologized to my husband. For being a total dick. I can’t believe people like this is in...

i have been shopping at Academy all my life, but that's about to change. I recently bought a pair of running shoes and after couple days realized they were defective. The back of the shoe was rubbing my ankle raw.

I took the shoes back to the store to exchange them for a different pair. After looking around for 20 minutes, nothing caught my eye. I decided I would just get a gift card for my return so I could order a pair online. Once i got to the cashier, she looked at my receipt and said a manager would have to approve because they changed their return policy.

Then the manager, Jose, came over and asked how he could help. I explained my issue with the shoes and showed him my receipt. He told me he couldn't help me because they changed their policy to stop people from returning old shoes back into the store. I can understand this policy but when I have only had the shoes for 6 days and clearly they are defective this didn't seem right. I also showed him my ankle so he could see what the shoe was doing. He said that wasn't necessary and looked at the bottom of the shoes. After a very quick look at the underside of the shoes he said they were too dirty and missing the box. This is ridiculous! I told him I wore them twice, which is all it took to realize they sold me a defective shoe. He wouldn't budge and said, "you have to take it up with the manufacturer, Under Armour." He also told me to try going to another location. Why would that help me if this is Academy's policy?

With this new policy and lack of customer service, I will gladly be taking my business elsewhere. Just another reason to use Amazon and let this old...