ComplaintsforAcademy Sports & Outdoors
Sporting Goods Retail
Multi Location Business
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Went to Academy Sports in Amarillo TX to purchase a Team Shirt for a friend . That went OK. When I checked out, the clerk said if I applied for an academy card, I would get a 15% discount... why not? filled out the form and then started to pay for my purchase. I pulled out my **** **** and was told that I had to use a debit card to get the discount. I don't have a debit card and she couldn't give a discount if I paid with cash or **** ****. If this is the way the Amarillo Acdemy sore operates, they just lost a customer. I will shed the card when it arrivesBusiness response
01/15/2024
Dear Valued Customer,?
Thank you for choosing Academy Sports + Outdoors.? We value you as a customer and appreciate your feedback.
We have reviewed your concern and contacted you with a resolution that has been accepted. At this time, we consider this complaint resolved with no further resolutions.?
Thank you again for choosing Academy Sports + Outdoors and we look forward to assisting you.? If you have any questions or additional comments, please feel free to contact us via online chat or at 1 888 922 2336. Have a good day.?
Sincerely,?
Customer Care Team???
Academy Sports + Outdoors?
www.academy.com?Customer response
01/16/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.
Initial Complaint
01/03/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I ordered kids a Christmas gift that was advertised online as in stock and available for pick up the following day. I get an email a few hours after placing the order that my order is was delayed until 5 days AFTER Christmas. The order then becomes ready for pick up 5 days after Christmas and I have until 1/5 to pick it up. I am now out of town and unable to pick up the order that I was originally supposed to pick up before Christmas and would have been in town to do. Anyway, I am now back in town on 1/3 and planning to go pick up the order when I get off work only to get an email that my order is canceled on 1/3. Now the kids have no basketball goal to play with that they have been waiting for and should have had before Christmas. I will never order from Academy again. **** *** *** ************* ** ******** **** *********Business response
01/10/2024
Dear Valued Customer,
Thank you for choosing Academy Sports + Outdoors.? We value you as a customer and appreciate your feedback.
We have reviewed your concern and reached out to you by email and phone to offer options for resolution with your concern. Since, to date, our attempts to contact you have been unsuccessful, please know that we are happy to work with you toward a resolution and open to further communication.
Thank you again for choosing Academy Sports + Outdoors and we look forward to assisting you.? If you have any questions or additional comments, please feel free to contact us via online chat or at 1 888 922 2336. Have a good day.
Sincerely,
Customer Care Team??
Academy Sports + Outdoors
www.academy.comInitial Complaint
12/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I went to go exchange some itemsI asked the lady (MISSY) in the dressing room if I could leave my return in the front with her because I did have an academy plastic bag. I proceeded to try on the items leaving the dressing room- I handed the 4 items back to her. The same 4 items I entered with. As I was leaving the dressing room I decided to take one of the Dallas Cowboys Jersey and asked her for it back. The same employee "Missy" handed it back to me and I walked out and I continued to looked around. Missy is walking fast and I see her but I pay her no mind because I didn't see no reason on why I should. She confronts me very aggressively and loud asking me "WHERE THAT DALLAS COWBOYS JERSEY WAS"? Her demeanor was as if she was stopping a shoplifter. I placed the item on a clothing rack because if I wasn't able to return or exchange the items without a receipt since I did purchase on Klarna I was just going to leave. I told her I placed it on the clothing rack and she proceeds to tell me still aggressively "WHERE because she needs it due to it not having a security tag on it". (as a CUSTOMER that is not my problem or my responsibility to make sure all the clothing items have a security tag on it) She made me go to where I placed it and followed me the entire way as if I was literally a shoplifter. I've worked at academy for 2 years and I know those sorts of items shouldn't leave the back without a security tag secured- so obviously someone is not doing their job which again is not the customer's fault and should NEVER allow an employee to chase down a customer like we did something wrong. I proceeded to tell her that and she said well ma'am it was a return- which wasn't the truth because I saw half of the speciality items that was out on the floor without security tags. I felt profiled and disrespected since she did do this infront of a busy story with multiple witnesses. Her actions were completely unprofessional, very disrespectful and definitely unacceptable.Business response
12/30/2023
Dear Valued Customer,
Thank you for choosing Academy Sports + Outdoors.? We value you as a customer and appreciate your feedback.We have reviewed your concern and have contacted you regarding the issue. At this time, we consider this complaint resolved.
Thank you again for choosing Academy Sports + Outdoors and we look forward to assisting you.? If you have any questions or additional comments, please feel free to contact us via online chat or at 1 888 922 2336. Have a good day.
Sincerely,
Customer Care Team??
Academy Sports + Outdoors
www.academy.com ell us why here...Initial Complaint
12/28/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
On August 21st, 2023 I went into academy sports & outdoors to make a payment on a cooler I had purchased 2 weeks prior. I made the payment of $86.00. It has been over 4 months of this on going situation & academy and their credit line comenity have done nothing to help resolve this issue. I have emailed them proof of payment & they still insist I need to make the payment again. It has impacted my credit drastically due to their carelessness & unprofessionalism.Business response
01/03/2024
Dear Valued Customer,
Thank you for choosing Academy Sports + Outdoors.? We value you as a customer and appreciate your feedback.
We have reviewed your concern and contacted you with a resolution that has been accepted. At this time, we consider this complaint resolved.
Thank you again for choosing Academy Sports + Outdoors and we look forward to assisting you.? If you have any questions or additional comments, please feel free to contact us via online chat or at 888-922-2336. Have a good day.
Sincerely,
Customer Care Team
Academy Sports + Outdoors
www.academy.comInitial Complaint
12/19/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Sister in law purchased a $100 gift card and I received it via mail. I tried to use it at the store and was told the card had 0 dollars on it and to call 888-922-2336. First called on 12/16/23 and waited over an hour. Finally got a call back and I provided the card no. And pin. Was told after person needed to ask her supervisor and waiting another 30 minutes that they see the transaction from Lisa ******** to Bennett **********. Was told I'd receive a call from the supervisor within 24 to 48 hours and was not provided a confirmation no. I called back 24 hours later, waited 2 hrs for a call back and was told it was only 22 hours and I'd need to wait 24 to 48 hrs. Called again the nest day - 50 hours passed- and waited and never got a call back. It is the 19th and I am again waiting for a call back and also waiting for a team member to respond. Lisa - the person who sent the gift card has a bank receipt showing the money was taken out of her bank account on 12/6/24.Business response
12/21/2023
Dear Valued Customer,?
Thank you for choosing Academy Sports + Outdoors.? We value you as a customer and appreciate your feedback.
We have reviewed your concern and contacted you with a resolution that has been accepted. At this time, we consider this complaint resolved with no further resolutions.?
Thank you again for choosing Academy Sports + Outdoors and we look forward to assisting you.? If you have any questions or additional comments, please feel free to contact us via online chat or at 1 888 922 2336. Have a good day.?
Sincerely,?
Customer Care Team???
Academy Sports + Outdoors?
www.academy.com?Initial Complaint
12/18/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I returned the item to Academy store in Kyle, Texas (seems like this is a newer store as it was not listed on this website). I received a refund to my debit card. It immediately showed up in my bank account as "pending". it was at this status for approximately 3-4 days, then it disappeared. After calling my bank, they were able to confirm that they could see the pending refund on their end and that I should see it within few days. It's been now 10 days and I just called the bank, only to find out that they were unable to see the refund and that it may have been pulled by Academy. I called Academy (both the store and general customer service) and received the same response that the refund was processed already and to check with my bank. It's been an extremely frustrating process, which should have been so simple to start with.Business response
12/21/2023
Dear Valued Customer,?
Thank you for choosing Academy Sports + Outdoors.? We value you as a customer and appreciate your feedback.
We have reviewed your concern and contacted you with a resolution. A refund has been issued for your return and your bank may take 15 days to manually push the refund through. We appreciate the time you have taken to share your experience and consider this complaint appropriately addressed.
Thank you again for choosing Academy Sports + Outdoors and we look forward to assisting you.? If you have any questions or additional comments, please feel free to contact us via online chat or at 1 888 922 2336. Have a good day.?
Sincerely,?
Customer Care Team???
Academy Sports + Outdoors?
www.academy.com?Initial Complaint
12/15/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 11/29/23 I ordered shoes, order #*********. I chatted once and was asked to wait until Dec. 11th to contact them again. On Dec 13 I was told a refund wasn't available. I have not received the shoes and Academy Sports refuses to either replace the shoes or issue a refund. Tracking shows it has gone to 3 or 4 different facilities. I need a refund at this point or send the product overnight. The order is in my name Patricia *********. This was a Christmas present so unless they can get another pair of shoes to me before Christmas then I expect a refund.Business response
12/16/2023
Dear Valued Customer,
Thank you for choosing Academy Sports + Outdoors.? We value you as a customer and appreciate your feedback.
We have reviewed your order and concern and have contacted you with an update on your order.
At this time, we consider this complaint resolved with no further resolutions.
Thank you again for choosing Academy Sports + Outdoors and we look forward to assisting you.? If you have any questions or additional comments, please feel free to contact us via online chat or at 1 888 922 2336. Have a good day.
Sincerely,
Customer Care Team??
Academy Sports + OutdoorsCustomer response
12/17/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
12/12/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased multiple Barkley baits. Had reciept that was still in the valid returns time frame. Academy treated me like a criminal, failed to perform return, took original reciept and will not give it back. Management at nasa 1 and 45 location tells home office I'm on a blocked and ban list to explain why the failed the return. How am I on a blocked list and how is this a fraudulent return when I have BOTH original reciept AND card used in my name. They'll treat even a former affiliate as a criminal. WATCH OUT!Business response
12/15/2023
Dear Valued Customer,
Thank you for choosing Academy Sports + Outdoors.? We value you as a customer and appreciate your feedback.
After reviewing your concern, we spoke with you directly about your store experience. The interaction was reported to Leadership. Leadership then contacted you to assist with a resolution. At this time, we consider this complaint resolved with no further assistance required at this time.
If you have any questions or additional comments, please feel free to contact us via online chat or at 1 888 922 2336. Have a good day.
Sincerely,
Customer Care Team??
Academy Sports + Outdoors
www.academy.comInitial Complaint
12/09/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On 12/08/2023 I made an online purchase directly with Academy (not through a third party) for a Masterbuilt XL Electric Fryer bearing order no. *********. I selected in store/curbside pickup since it showed 2 in stock. The purchase was completed at 3:52PM and at 5:26PM I received a message that the item was out of stock. At 5:30PM, I called Academy and asked the employee if they had one in stock and if they could put there hands on it. After waiting a few minutes the employee came on and said yes he has one left. I informed him of the issue and he said he would take it to the front counter for me to pick up, he seemed helpful. I showed up in store at 7PM to grab the fryer and was told it had not been paid for yet. I showed them the order number and was told the order had been canceled on the website but not in their system. I asked they reverse it whatever needed to be done. The employee said she can sell me the one in their possession by doing a new transaction, well I used my debit card that stays at my office and that was not an option because they did not have a way for me to type in the card number. I then said no problem, I’ll buy it again on line, but now online said there was none in stock so that was not an option. The stores inventory and online inventory don’t match up. The employee said she could hold it for me until Monday when I had a chance to get the card and go back to the store again. This entire situation began from an incompetent employee not knowing where to look for the pickup order I had placed and thoughtlessly cancelling my order. Now I have hours invested into this silly mistake. Now I regret spending in excess of $2,000.00 annually with this store that has no common sense or customer service. I am floored by Academy’s handling of this situation and unwillingness to be able resolve it without all the time and trouble by both parties, which again originate from an employee not doing their job and trying to deceive the customer. Good day.Business response
12/10/2023
Dear Valued Customer,
Thank you for choosing Academy Sports + Outdoors.? We value you as a customer and appreciate your feedback.
We have reviewed your concern and contacted you with a resolution that has been accepted. At this time, we consider this complaint resolved.
Thank you again for choosing Academy Sports + Outdoors and we look forward to assisting you.? If you have any questions or additional comments, please feel free to contact us via online chat or at 888-922-2336. Have a good day.
Sincerely,
Customer Care Team
Academy Sports + Outdoors
www.academy.comInitial Complaint
12/07/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Order placed on November 26th 2023. Order #: ********* Received an defective item. This issue has not been resolved by the company. Please see attached documents for more information on this complaint.Business response
12/08/2023
Dear Valued Customer,
Thank you for choosing Academy Sports + Outdoors.? We value you as a customer and appreciate your feedback.
We have reviewed your order and concern and have contacted you with a resolution that has been accepted. At this time, we consider this complaint resolved with no further resolutions.
Thank you again for choosing Academy Sports + Outdoors and we look forward to assisting you.? If you have any questions or additional comments, please feel free to contact us via online chat or at 1 888 922 2336. Have a good day.
Sincerely,Customer Care Team??
Academy Sports + Outdoors
www.academy.comCustomer response
12/13/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
1800 N Mason Rd
Katy, TX 77449-2826
Business hours
Today,7:00 AM - 10:00 PM
| MMonday | 7:00 AM - 10:00 PM |
|---|---|
| TTuesday | 7:00 AM - 10:00 PM |
| WWednesday | 7:00 AM - 10:00 PM |
| ThThursday | 7:00 AM - 10:00 PM |
| FFriday | 7:00 AM - 10:00 PM |
| SaSaturday | 7:00 AM - 10:00 PM |
| SuSunday | 7:00 AM - 10:00 PM |
Customer Complaints Summary
143 total complaints in the last 3 years.
47 complaints closed in the last 12 months.