Bass Pro Shops - Poor Employee Training and Inadequate Staffing
Hunting/Firearms Department - Complaint
PEARLAND, TEXAS -- My husband and I visited this location to purchase my 13 yr old his first shotgun on a Saturday evening. We have him signed up for a gun safety camp so we were needing to purchase one within the next couple of weeks. We were asked if our current address was on our driver's license and unfortunately it was not (we had just moved 6 months ago- I know, I put it off. My bad). The salesman told us to update our address and bring the print out in as proof and we would be able to purchase the shotgun.
Today, just two days later, I went to the DMV to update my address. The nice person at the front desk told me that the wait was almost two hours but since my license wasn't expired and all I needed was to update my address, I could do that online. Awesome!! So I did just that and was on my way to Bass Pro Shops feeling quite good.
When I arrived there were two workers, three people waiting, and they were serving number 73 (I guess a few had given up). I was 79- not bad right? Wrong.
After 45 minutes of waiting at a gun counter (not easy for a woman who is four months pregnant and close to lunch time, lol) I was finally helped by an obviously exasperated employee. I explained my situation about the address, handed him the printout as well as my license and he retrieved the shotgun that was being held for me. We filled out paperwork, he would go the back for 5-10 mins, I completed an online questionnaire, he would go to the back for 5-10 minutes again, then he said he had to make a phone call and would be right back.
He returned with my license and printout, looked me square in the face and said, "I don't know how to tell you this but it's our company policy to only accept printouts from the DMV and not ones that are done online. If you would have gotten this from the DMV I could accept it". So after ONE HOUR AND FORTY FIVE MINUTES of standing around and signing paperwork stating that I was purchasing a firearm, I had to leave with nothing. I tried to complain to a manager but was left to wait at Customer Service for 15 minutes before deciding I would never set foot in a Bass Pro Shop again.
Why the anger? Surprisingly it's not because they wouldn't break company policy for me (I understand it- kind of). I'm hacked off and never going back for a couple of reasons:
1) It took 45 minutes for someone to even ask me what I needed help with. No excuse
2) The salesman had my information in his hands for one hour. ONE HOUR!! If he would have told me when I gave it to him that it had to be a copy issued from the DMV I would have been disappointed but not enraged. All the hoop jumping on my part was only rewarded with an "I don't know how to tell you this...". Poor training is an understatement.
3) When I tried to point out this ridiculous charade to the store's manager, I was just left to wait. Again. Before I left I asked the girl at the Customer Service counter if they had a business card for the corporate office she told me to call 1 800 BASS PRO. Really? Ugh.
I am partially thankful for this complete abuse of my time- I will be going to an independent gun seller that knows enough about their product and policy to not waste my time. Shame on you Bass Pro for not caring enough. You just lost a customer.