Cabelas Service
 

I was in Kansas City on Monday and went to Cabelas. I have been looking into buying a particular rifle, CZ in 204 Ruger. Just not sure if I want the American or Varmint, leaning toward American. I always kick around ideas for a long time, but then buy pretty fast when I make up my mind.

Anyway, I went to the gun counter and there were 4 people working the counter. I stood there patiently, looking as best I could at the guns on the rack. I happened to overhear a conversation with a employee and two customers, they were looking at the same thing. The salesman brought out a Varmint for them to look at. I kept my distance, but was watching intently as he showed them features and they handled it. While they were handling it, he walked away for a moment to get something else, and walked by me. I asked, "is that the Varmint?" I got a sarcastic yes and he rolled his eyes as if I had commited a crime or something.

I stood there another 10 minutes, waiting for a free salesman. Well, this guy got done first. By then I had made up my mind to buy that gun. I had the cash in my pocket and was going to tell him to get the paperwork started. He walked by me again and said "someone will be with you in a moment". He then went into the back a moment and came back out and stopped and started helping someone else.

I was pizzed to say the least. I hate rude salesmen, especially when Im getting ready to spend some cash with them. I left and never got a glace from that or any other salesman. I am going to order the rifle from another FFL. He agreed to give me the same price.

Just remember, when you go to Cabelas to buy a gun, keep your mouth shut until the gun Nazis approach you, or it will be "No gun for you".

:rolleyes:

Andy

Sorry to hear about your bad experience. I'd write a letter to their HQ in Nebraska and I'd bet that Dick & Jim would go to Kansas City and personally kick that guy's pants out the door. Really.

I get to the Cabela's store in Owatonna, MN a couple times a year and have never had a bad experience with an employee, the biggest trouble is the crowds. They're service on the phone is great too.

I may just do that MTP. Thats a good idea.

Still leaves a bad taste in your mouth, know whtat I mean? Im the same distance from KC Cabelas and Bass Pro World Headquarters, maybe a little closer to Bass Pro. This could make alot of difference in which way I turn out of my drive next time Im going to buy something.....

Andy

First time I've EVER heard 'Cabela's' and 'bad service' in the same sentence.
Andy, I'll bet the people at Cabela's would be madder than you were if they hear of this event- you oughta tell them.

Sorry To Hear About Your Experience Andy
 

Is it at all possible that the sales clerk didn't see you when he came back from the back room still standing there?

Also, did you happen to talk with a manager or anyone else at the Cabelas store prior to what I am sure was a hasty departure -due to their apparent lack of customer service?

IMHO, it is important to let the store know why they lost your business for this particular sale (and possibly future store sales) Now perhaps this clerk is not too overly concerned but I would venture a guess that either the department or store manager sure would be interested in your commentary.

Last year a friend and I went into a "local" sporting goods store that has a nice selection of firearms and bows (hard to find anymore around the NW Chicago area thanks to the Libs) When my friend put his F.O.I.D. (Firearms Owners Identification card) out in front of him on the counter and began to ask a few questions about a shotgun that he was interested in learning about, the clerk began giving him shortm smart aleck wise-cracks back. We left the store after a bit and he was pretty upset about it. I told him that he should have talked to somebody about it ( it went beyong this fella behind the counter just having a bad day-he was downright rude.)

Well my friend ended up driving about 60 miles south from us and found a gunshop that had this same model of shotgun and bought it (about fifty bucks cheaper to boot!)

I ended up back at this same shop (that had the rude clerk) looking at some single action revolvers after a bow shooting session one day after work and struck up a conversation with another store clerk. When I mentioned this story with my friend he became apolegetic and angry at the same time (angry at the situation-not me) and said that he would mention it to the store manager and owner when he saw them the following day. Whether he did or not I cannot say.

Around my area, we're losing more and more local gunshops thanks to Liberal officials and closed door municipal referendums. Condescending store clerks do nothing to help this situation-especially to folks that are new to the shooting sports. It can be an intimidating experience starting out and with fewer folks getting active in hunting/shooting, well..it doesn't make for a good situation in general.

Anyhow, I thought that I'd share a little of my own history on this sort of stuff, You must do what you feel is right, of course.

I agree with MTP.

I write letters whenever I have a problem with something. Just yesterday I wrote a letter to Staples, the office supply store, because the furniture that I have purchased from them has come broken on several occassions. Now, I understand that it is being shipped straight from the manufacturer in boxes and that I am supposed to assemble it, but some of these things look like the fork lift operator stabbed them.

The only way that stores (or companies for that matter) can fix problems is by having customers provide feedback so that they can take the appropriate corrective actions.

Personally, I really like getting something that I have ordered and find a customer satisfaction survey or form asking about my overall satisfaction with the product and shipment. It demonstrates that they care about their customer base (which I spose' they should, right?;)

A friend of a friend of mine worked at Cabela's HQ's office. While working for them he sent a resume' to another firm somewhere else. Somehow the big guys found out and bounced him out of the office immediately. I don't think a rude sales clerk would last long either.

A week or so ago I recieved a $150 order from Cabelas minus a muskie lure that cost about ten bucks. I called and asked if the refund for the lure no longer stocked was going to be on my credit card, or as points because I used some of both for the purchase. The lady had me on hold for a while, when she returned she said because I used a store rebate they had sent me on-line, $20 for purchases over $150, when the lure that supposedly was in stock when I ordered, was out of stock, my rebate had been canceled. But she said she fixed it for me and asked where to put my refund for the lure, I said as Cabelas points. Next day my wife got a call at home, they said that was not possible, it was just going to be a wash for the rebate versus any refund back. When I got home I callled Cabelas customer service, told her the story, and she said, a lure was now in stock, did I want it? I said yes I did, and she sent it free of shipping charges, with a $20 gift certificate for my hassle.

Yeah, Cabelas has usually been pretty good to me. Then again, it might be because of the amount of stuff I have ordered from them in the past. I am the only one out of all my hunting buddies that gets the hardcover, 3" thick, catalog. I'm not complaining.

Andy,

You really should give somebody at the store a call and complain. If nothing else, it will probably make you feel better.

I think I will. I was so pissed at the time, it probably wouldnt have been a good time to talk. And, I really wasnt in the mood to talk. It was a more of screw this place attitude. I think Ill write them a letter while its fresh.

Thanks for the tips folks.

Andy

Hey Fabs,

I get those 3" hardcover catalogs too. One each spring & fall.

My buddies can't figure out why I get them and they don't.

MTP,

I think it is all about how much money you spend at Cabelas. I could be wrong. It might be because I have a Cabelas Visa card that I spend a lot of money on. Who knows, but I do like those catalogs. They look really nice on the coffee table.

Andy,

If you purchased the gun already, you might want to send them a copy of the receipt along with a letter. I know I got Lowes' Customer Service department's attention when I pulled out a stack of Home Depot receipts and told them that the only thing I bought from Lowes was the hardwood floors because they screwed that up royally, which they were doing again. They lady behind the counter refunded 10% of my purchase price which amounted to $700 something dollars. That was pretty nice.

Sometimes, it is worth complaining about things.

Email sent.

I was really disappointed. Like you guys, I spend alot of money with Cabelas, and Bass Pro for that matter. Both normally give great service.

I doubt Ill get any satisfaction out of it other than a "sorry Charlie", but if that salesman gets is butt chewed and pays attention next time, maybe its worth it.

Im sure it wasnt much to him, but I could tell the guys ahead of me werent going to buy anything, and knew very little about rifles from the questions they were asking. And the guy he went to next, I have no idea. But he lost a sure thing, I do know that.

Andy

Very interesting Andy
 

---as I just got back from the Sidney store. I, on Monday, tried placing an order for $150+, and ended up being on the phone with catalog in hand for almost an hour, trying to find replacements for all the stuff that was "out of stock."

Since I had planned to got to Sidney for my $30 bucks and to pick up my rebarrel job an the way back, I figured I could pick up most everything at the store. -WRONG

Found a "clip" type holster for my PPK (Bianchi), but it was scratchd inside and also showed signs that a gun had been more than just slipped in to test fit. When I asked - I was told that was the only one they had - Take it or leave it! Took it and went to Customer service, where I got the same treatment from the people there.

Went to checkout and got the "how are you doing today?" Told the young lady that I was a little upset about the attitude of the people and she smiled big and wide!!!!!! I said so you think that poor customer relations is funny??? She grabbed up a phone and in 15 seconds there were 2 goons to find out what the problem was. One was supposedly a "manager". HE finished checking me out and escorted me outside - where I proceeded to inform him I was tired of the decline of customer relations over the last couple of years. He assured me he would talk to the people - so I am going to hold my breath - someone call 911!!!!!! :eek

Dick & Jim sold controlling interest in Cabela's 2-3 years ago, and service has gone downhill since.

P.S. - as an aside, I had to help another upset customer find the size Rapala lure he was looking for, because all the "fishing" help was in a circle trading whatever??????

That isn't good to hear, but I agree about customer service. I will pay a little extra to get it because I do not want to waste my time dealing with stuff.

As a retail worker for 5 years, I've screwed over countless numbers of people just like you. All acidently.
I've been to Cabelas and Bass Pro many times and unless you come in at a good time - it's frickin nuts :eek:

It's very hard to remember who is next in line when the line is spread out left to right. You may have been next - and he may have once known you were next - but a few minutes later it could be unclear. And I know what it feels like to deal with cutomers 10 hours a day - it's dallusional (sp)- you have no idea what's going on. And that accounts for a smart remark too. People don't know they do it because they're working so hard (to you they may just be standing there doing nothing). So then they're thinking - I forget who's next - I have to pick one..."
I've seen this at Wallmart, Cabelas, Bass Pro, any busy bar on a wild night, etc.

I wouldn't expect anything to come from your letter. I've been phoned and yelled at many times by people. They would demand the manager be called and they'd complain about me. The manager was always "yes maam, I'll take care of it, I'm sorry." But as soon as they leave the manager and me would just start making hand job motions and saying "what a *****":D :eek:

So I don't think it was done on purpose - but I wasn't there so...

I wouldnt think it would be too hard. When I walked up there were only 4 employees helping 5 people, two were together. I was the only one waiting till the other guy walked up while the genious was in the back.

As for screwing over customers, I worked in auto parts for 6 years. If I ever did that, I would have been fired in a heartbeat. I dont know where you worked, but I would just have to imagine it was a big chain that worked on bulk, individuals didnt count, due to your cavalier attitude about it.

As for hearing back, I already got a response. They were going to check with the manager and see what time I was there to see who was working. I bought some other stuff and they ask your phone number. It can be tracked.

Im glad your proud you have screwed over hundreds of people in your time in retail PBR.

Andy

Not proud of it. I didn't lose any sleep out of the deal either though. It's one of those things you expereince everyday. Customers didn't like being told we were out of a sale item, couldn't return something, etc. Yes, it was a big retail chain - Kmart.
I would run around like a chicken with my head cut off and of course I could do nothing right.
I can't help it the shipment didn't come in and you drove 20 miles- yell at your psyciatrist, not me :o
When working for big retail stores, you encounter 10x more people - so you expereince 10x more drama. You just learn to live with it and do your best.

Andy,

PBR did say that his screwing over people was all done by accident. Personally, I don't know if mens rea (mental knowledge) is needed to qualify as screwing somebody over, but I would kind of think so. Of course, sometimes one guy feels like he got screwed and the other guys feels as though he gave the guy a great deal.

Fabs,
That kind of service is a problem in retail, IMO. Its the difference between where I shop and dont, I know that much.

As I said, Oreilly Automotive would have canned me or anyone else in a heartbeat for blowing off someone like that. Especially if we werent busy.

Actually, if your not sure, "whos next", works pretty good. And rolling your eyes and sarasim in your voice is not acceptable. EVER.

Andy

Andy,

I worked retail at a hot dog stand in a mall's food court for 5 years, from my senior year in high school until I graduated from undergrad and started studying for the CPA exam. Retail is a tough business. However, try being an attorney/CPA. Clients think they are the only client I have.

With that said, I agree that you were treated like crap and I personally do not put up with that any more. I guess that is also why I like dealing over the Internet for most stuff. Now, it has been 24 hours since I sent Staples that e-mail and I sent them another in the middle of the day. No response yet. I sent Office Depot an e-mail last night about a product that I would like them to carry that is brand new, but they haven't responded either. Granted, both companies have sent me generic e-mails stating that they received my e-mail.

My last problem with Cabelas was regarding two custom dog collars that I ordered for Nitro. One never came and the other came with its tag broken off. I went on-line to there instant help line via some IM client and they had new collars out to me right away. I think I went on-line and Im'ed them for one other thing too, but I cannot remember what it was. It must have been a good outcome because I usually remember the bad ones and make sure that I tell everybody about it.

As far as auto parts stores are concerned, I shy away from those places because most of the guys behind the counter are far from helpful. I usually go on-line to Napa, AutoZone, Advanced Auto Parts, and Carquest. With that said, if I ever need help from somebody behind the counter, I would trust the Napa guys in this area. The service at Pep Boys over here is terrible. I went in there for some items that they had on sale and they didn't have a single one stocked on the floor out of the five items I was looking for.

WHAT DO YOU EXPECT WHEN EMPLOYEES ARE PROBABLY PAID $6.00 AN HOUR.

REMEMBER WE ARE NOT A MANUFACTURING COUNTRY ANYMORE. THANKS TO THE EPA AND JOB OUT SOURCING WE MERELY SELL AND PUSH EVERYBODY ELSES CHEAP CRAP. ALSO THANKS TO WALMART. WHY DO YOU THINK THERE ARE 5 WALDONS IN THE TOP RICHEST PEOPLES LIST? RETAIL CLERKS USED TO DRESSED DIGNIFIED, NOT NOWADAYS. I WOULD FIND IT DIFFICULT TO BE MOTIVATED AT WORK ALSO, ESPECIALLY IF I'M WORKING TWO JOBS AND STILL JUST SQUEAKING BY.

THE USA USED TO BE ALMOST SELF SUFFICIENT. NOT ANY MORE. TAKE A LOOK AT OUR MULTI-MULTI BILLION DOLLAR TRADE DEFICIT. WALMART MAKES A BIG CONTRIBUTION TO THAT ALSO. THESE DAYS IF YOU AREN'T IN THE MEDICAL, FINANCIAL OR COMPUTER FIELDS YOU ALMOST HAVE A DEAD END JOB.

I'M JUST A CABELAS CUSTOMER. BUT I DO ALL MY PURCHASES BY PHONE. NO PROBLEMS HERE.

All I can tell you is that Cabela's is pretty much my second home and I have never had a problem with their service, whather it be on the phone or in person. They have always been courteous, friendly and helpful. I suppose that when you consider how many employees they now have sooner or later you are going to run into someone that's had a bad day or who just has an attitude problem. I agree with the rest, send a letter an email or better yet make a phone call. Cabela's is trying very hard to become the biggest and best sporting goods store in the U.S.A. and they can't do that with people like you just mentioned, there is just to much competetion out there. I certainly wouldn't base my opinion of a store on one person's attitude on one visit. Now if it happened more than once, than we would have a problem.

Never had a problem at mine yet.
I get the master catalogs also and you can bet I dont have the credit card or spend a ton of money in that place either.
They got a ton of stuff but they sure are not a deal when it comes to buying.

Nulle,

Do you know of some other mail order places that are cheaper. Being a CPA, I can squeeze the you know what out of a nickel. So, I am all ears for any places that are cheaper than Cabelas.

Dealing with big retail. Stay calm! Assess the situation. How busy is it? Request a management person for satisfaction. Move up the chain. Local locations do not want negatives coming back to them from corporate big wigs. I work as a Department Manager for a big chain, an equal to a store assistant manager, customer complaints to corporate office via e-mail are like a five alarm fire in my district and are expected to be handled within 24hrs. It truly is about getting to the right person within the store to get taken care of or get feedback to. They may realize a problem exists with a particular associate but without customer complaints (as crazy as this sounds) they are unable to expedite a resolution (get rid of the problem) due to legal guidelines protecting the associate. It isn't the good old days where you can just terminate on the spot. Now, there is counseling, written documentation, various warning levels and all having to be case specific. In other words, you may be doing the local Cabelas, yourself and all the patrons in your area a huge favor by lodging a complaint on a particular associate (he/she may have others). Try to make sure and have his/her name.
Cabelas has always taken care of me, customer service wise, and many other folks. Just go to their tent sale in Sidney this summer. They do a huge clean out the mailorder returns tent sale each year in like July. Its clear that a lot of folks use stuff for one camping trip and then return it as defective. I've purchased boots that had "dirty" as the reason for there return. Now that's a pretty liberal return policy.

MD

I've always had good service from Cabelas, whether it was as a phone or an internet customer. I've only been to their stores twice. Once to the one in Wheeling WV, and once to the one in Dundee MI. Both of them had pretty good crowds.

Fabs, I get the catalog in hardbound form, too. But this Spring was the first time.

As to their prices, I think they are competitive. Not necessarily the best price in town, but usually right in there. If what they have seems kind of expensive, I usually find its pretty close to what the rest of the retailers charge.

Another thing is that I find their clothes to be pretty consistently sized. When i "mail-order" clothes, I thinkhtat's pretty improtant.

H.

Guys, I have always had good service out of Cabelas as well. I get the catalogs as well. I order a ton of stuff from there every year, usually catalog or online. I agree they are normally good. I have never used their return policy, but hear its great. Im not into using something and returning it like some folks. Just makes stuff higher in the future.

But, this is only the second time I have been in one of their stores. And, both times the same store. And, as I said before, they were not busy. Actually, I was surprised at how few people were there. I have been to the gun counter at Bass Pro on Springfield MO numerous times, and know how busy it can be. But it wasnt.

Im glad they have so many defenders. I would be the same way, had I not been treated like that. I guess you would have to be there to see the situation, tone of voice, facial expression and everything to appreciate it. I think anyone would have been upset.

Im not saying I will never buy from them again, but, as I said before, it could make the difference which way I turn next time.

Andy

I have been to Bass Pro Shop on several occasions here in Maryland and they have bene slow on a lot of them. Seems as though they are really only busy during the beginning of hunting or fishing season or when there is a big sale for a limited amount of time.

The last time I went there was when I was picking my fiance up from the airport, which is right next to Outdoor World. They were extremely dead.

We have a big store in Sioux Falls that is much cheaper but nothing on-line so you have to visit the store.
On Cabelas I watch the sales and do pretty good on price but if it is not on sale I don't buy.
I get the sales on email from them and if you just waite you can do good.
Ebay is another area of buying but there again be careful and don't get caught up in the bidding frenzy.

Thanks Nulle.

Since I do not live in South Dakota, even though I wish I did at times, and since I do not deal with E-Bay that much, I guess I will have to stick with Cabelas and Outdoor World since there aren't really any retailers around me that cater to hunting and fishing.

Unless you go at 7am, when they open, I have NEVER been to Bass Pro in Springfield when they werent swamped.

But, I have been to some of their other stores when they were slow. I guess since its the headquarters, has the museums and everything, it makes a difference. And, Branson being 45minutes away, it probably gets some extra tourist traffic.

If you have never been to the Springfield Bass Pro, it literally takes up over a city block. The catalog return store is bigger than most stores.

Andy

The problem with Bass Pro is they are more expensive than Cabelas on most of their items. Both stores have real cheep promotional items like hats, coolies, etc.
I was looking at several muzzleloaders last year to buy for my dad. The Bass Pro sales prices were more expensive than the Cabelas regular prices.

When I was younger, I used to view the Springfield Bass Pro and the Sidney Cabelas as heaven here on earth. Now I just realize they are just this huge retail busy retail store :rolleyes:

I havent noticed that at all. Maybe on a few items, but overall, their prices are just about exact. I look in both catalogs before ordering and it usually comes down to a coin flip. I think they do that on purpose so one doesnt lose market share.

I know I was lookin for new 3D camo last year and Bass Pro won.

One thing though, they each carry alot of the same brands and they will be the same price. But, some brands, one will carry and the other will carry another major brand of the same thing. There may be a slight price discrepincy there. That was the case of my camos. But it goes both ways.

And there house brands, I think, are made by the same company in alot of cases. When I was fishing tournaments heavy, a good rainsuit was a must. I bought Cabelas Guidewear. It was the top of the line back then. A few years later, I wanted a new set and was going to order the guidewear and happened to be in Springfield and checked out the Bass Pro brand. They were identical with identical features as far as seems, material, ect... Couldnt tell them apart. And the same price. Basically $400 for the parka and bibs.

Andy

Trust me, there is a difference in prices between Outdoor World and Cabelas. When I was in law school, I used to create spreadsheets of items I wanted, scour the catalogs, and post who had the cheapest price and what it was. Outdoor World/Bass Pro/Redhead rarely made it on the spreadsheet. A couple of places beat out Cabelas on certain items like Lock, Stock & Barrel and MidWay, but for the most part Cabelas had the cheapest prices I could find.

As far as them making their prices the same, they do not do it because they don't want the other to lose market share, they do it because if they didn't they themselves would lose market share. Retailers can approach the price issue a couple of ways. They can undercut the competition to gain market share and then merely match the competition once they have a good market share.

Purdue used to drive start up chicken producers out of the market by lowering his chicken price to the extent where the startup could not afford to compete. Even if Perdue suffered a loss for a couple of months, he had enough reserves to withstand it and he could then make it back up once the competition was gone and he could raise prices again. The retail world is cruel. Heck, the service industry is cruel too. Oh yeah, don't get me started with manufacturing.

Whatever. I guess I cant read. Its not worth arguing over. Buy what you like where you like and believe what you like.

Good Day

Andy

Ok, I may have an answer to the price question.

This goes for both Bass Pro and Cabelas.
The website, catalog, and store price may be different prices. in the catalog that coems out in June, the price for an item may be 200.00 and the price is good through December. Well then in September you get a diffrent catalog and the same item is 175.00 good through december. So if you don't get the new catalog, you end up paying more.

For the most part, I quit getting the hard copies of the catalogs because I'm on the high speed internet now for the last 1 1/2 years- so I don't know if the companies still do this.

If you get poor service in a store and walk out without saying something to management, the employee will continue to give poor service.

I used to take it an walk out but no more. There are a number of times that I have gone to the manager of the large lumber yards around here and complained. I have at least gotten the satisfaction knowing that someone might get a butt chewing.

I owed one $130 on a special order and got it taken off my bill. I simply asked for the place to send my bill for lost wages due to two of there screw ups that cost me a days work.

I do all my dealing with Cabelas on the phone. I have found customer service to be great and willing to go beyond the call of duty to help me out.

Fabs:

"Heck, the service industry is cruel too"

So does this mean that you cut your hourly billing rate to drive the competion out? :)

BTW, you have it precisely right on with company's buying market share. They will try to undercut each other on price to do that. Manufacturer's may try to do it on quality or "cutting edge" technology, but about all retailers have to work with is price.

For another mail-order house with good service and fairly good prices, try Natchez Shooting Supply. I think their website is www.natchezss.com I've been pretty happy with their prices on many items. Watch shipping though. It can be a killer.

H.