Cabela's customer service

[Carolina Hillbilly]

I would like to give you a brief report of my recent experience with Cabela's. I ordered a Vortex PST that was on sale for a little more than 50% off. It was linked to several popular websites so it got a lot of attention. Since it was a smokin' deal, I ordered two. It was listed as in stock, my status was updated to "in stock" and "processing." The scope was still listed "in stock" and sold for hours after my purchase. Everything's good, right? Nope.

My status changed to "backordered." So, I called customer service to see when a ship date would be available. I was told that over one thousand scopes were sold with no stock at Cabelas. I was offered a full price PST while I was on the line. It felt a little like "bait and switch."

I called back a few days later and was told this would never be filled. I was offered a less expensive (Diamondback) scope at about a 15% discount. I explained that this would not work for my application and asked if they could work with me on something else. I was told flatly, "No."

She was nice enough to give me the Corporate Customer Service number. After calling that, my "service" actually got worse. I was basically told that I had only ordered online once before and they would be fine without my business. I'm guessing the thousands that I've spent at my two local stores don't go on my "permanent record."

I'm not trying to bash these folks. I work hard for every dollar I spend, like a lot of you. My budget for gun related expenses is rather high compared to most. The excellent sponsors on this site will see more of my money. Cabela's will see none. I hope you spend accordingly.......

James

 

[WayneShaw]

I had a pair of Cabelas pac boots, rubber bottom, leather top. The soles cracked and leaked after several years. I sent them back, expecting a replacement pair. It was denied, and after some back and forth, was given a $25 certificate toward another pair of boots. Had I ordered from the place in Maine, I would have new boots, or new bottoms at least. Haven't bought from Cabelas again.

 

[lal357]

i had ordered a lyman gen 6 powder thrower from them on black friday got it quick but it was junk called them up and they said send it back and use the prepaid shipping label got my refund in a week

 

[potatoe]

I would have thought that even if it was backordered they would have to honor the price. This is odd for Cabela's, their customer service from my point of view has always been one of the best.

 

[Cold Bore]

I've always had good luck with Cabelas.

I do think that their renowned level of service is finally starting to catch up to reality though, in large part due to some extreme abuse of their return policy.

I always hit their Bargain Cave when I happen to be at a physical Cabelas store. It always amazes (and disgusts) me at what I see returned. Boots with no life left in them, claiming "they didn't fit" (really, it took you three seasons of mountain climbing to decide that?), clothes that are torn ("wrong size"), tents that weren't satisfactory for some reason, etc. When you talk to the guys working there, they say it's very predictable. Boots get returned the week after deer season, tents after a long holiday weekend, etc. Guys buy stuff for short term use, then return it afterwards even though nothing truly was wrong with it, essentially using it for free. Sure, some stuff is a legitimate return for a problem or other issue, but a lot is blatantly obvious abuse of their system.

Not exactly tied to the scope sale above, but the response may just be a result of us beating them down for so many years that the corporate attitude just isn't what it once was.

 

[Shynloco]

I would have thought that even if it was backordered they would have to honor the price. This is odd for Cabela's, their customer service from my point of view has always been one of the best.

Ditto! Been dealing with Cabela's (and our site vendors) for years and have always gotten excellent service from Cabela's whether through their customer service or face to face in their stores. I've also heard stories of CS issues with various reputable stores/businesses and there is always someone who talks about the poor service they receive. Go figure.

 

[Carolina Hillbilly]

It always amazes (and disgusts) me at what I see returned.

I guess this is my frustration with my customer service failure. I see and hear stories of customer service folks helping in these crazy situations. I'm not the kind of person that expects something for nothing. I only wanted what I purchased.....

Frankly, the fact that some of you have had good experiences means that they have the ability to provide it. It is their willingness (or lack of) that aggravated me.

 

[effendude]

I had a pair of Cabelas pac boots, rubber bottom, leather top. The soles cracked and leaked after several years. I sent them back, expecting a replacement pair. It was denied, and after some back and forth, was given a $25 certificate toward another pair of boots. Had I ordered from the place in Maine, I would have new boots, or new bottoms at least. Haven't bought from Cabelas again.

Seriously? At some point, the responsibility of normal "wear and tear" must be assumed by the purchaser, regardless of the type of product. Its common sense, at least in my world.

Scott

 

[snowpro440]

I too enjoy the benefits of having Cabelas to buy from and to visit and customer service has been excellent . Prices may not always be the cheapest but most times they have it. Are you sure that the scope deal was an in stock "only" deal , As many distributors have been changing brands and eliminating inventory. My nightforce scope in the bargain cave was a great deal 2 years ago NXS with zero stop for $1499. All good dealing with Cabelas....

 

[joshb]

I bought my first items from Cabela's 45 years ago. The only time they let me down was recent. A month ago, I rushed thru the store to get some bullets. I grabbed 1 wrong box and tried to return them. " They're ammunition and we can't take them back" WHAT?

 

[Alexander-M]

My wife worked at Sears 40 years ago. She was on the 'Fly-Squad', which allowed her to work in any department as a sales lady. Her 'purchased and returned' stories were incredible! From kitchen utensils that had been heavily used and then 'not liked anymore' so were returned, to women who would buy dresses on Friday and return them on Monday. She said it was obvious that he garments had been worn (partying over the weekend?) but since Sear's policies back then were 'no questions asked', she had to give them their money back. Eventually, this practice caught up with Sears bottom line, and they no longer are the great store they were when we were young.

Josh wrote,
"I bought my first items from Cabela's 45 years ago. The only time they let me down was recent. A month ago, I rushed thru the store to get some bullets. I grabbed 1 wrong box and tried to return them. " They're ammunition and we can't take them back" WHAT?"

I think this is a potential liability issue. Cabela's can't risk the possibility that the contents of the box may have been altered, purposely or not, which could cause a malfunction for the next customer that buys and uses said components. Just my opinion.

Nando

 

[TheOtherZilla]

All I can say is that I have never had an issue with Cabelas.. I could go on for pages on all the good things they have done for me and my friends..

 

[wholmes]

I bought a spotting scope from " he who shall not be named " once, when it was delivered I discovered that it was pre-damaged because it had been repurposed from another customer and was not even repackaged before shipping it to me. I sent it back with a detailed descriptive letter. I don't shop there any more.

 

[ARW]

I have nothing but good things to say about Cabelas. Been ordering from them for a long...long time. Returned a few items and never had an issue. The pre-paid return postage label with the order is really nice too.

Alan

 

[joshb]

My wife worked at Sears 40 years ago. She was on the 'Fly-Squad', which allowed her to work in any department as a sales lady. Her 'purchased and returned' stories were incredible! From kitchen utensils that had been heavily used and then 'not liked anymore' so were returned, to women who would buy dresses on Friday and return them on Monday. She said it was obvious that he garments had been worn (partying over the weekend?) but since Sear's policies back then were 'no questions asked', she had to give them their money back. Eventually, this practice caught up with Sears bottom line, and they no longer are the great store they were when we were young.

Josh wrote,
"I bought my first items from Cabela's 45 years ago. The only time they let me down was recent. A month ago, I rushed thru the store to get some bullets. I grabbed 1 wrong box and tried to return them. " They're ammunition and we can't take them back" WHAT?"

I think this is a potential liability issue. Cabela's can't risk the possibility that the contents of the box may have been altered, purposely or not, which could cause a malfunction for the next customer that buys and uses said components. Just my opinion.

Nando

I can see your point, Alex. I would never, but I guess others would.

 

[Hntndad]

Cabelas "100% satisfaction guaranteed". If they forget. Remind them.

 

[CJ6]

My daughter worked for Cabelas optics dept.(Owatonna)store when they first opened. Her reports of returned merchandise were pretty bad. Brand new Zeiss, Swaro optics being bought then returned 2-3 weeks later (after the hunting trip) for full refunds. To the topic though...on-line ordering is so hard to keep up with (for both parties) I think that companies should list number of items available , time stamp orders, and whether back-order is or is not available for the items. Cabelas (as has others) customer service has been slipping lately. Maybe this is due to the "if you don't buy it someone else will" mentality some companies are using.

 

[RockyMtnMan]

Nothing but good experiences with Cabelas here as well. Been dealing with them for many years and never had any issues whatsoever.

 

[5spd]

Cabelas really messed up on that vortex pst scope sale as it hit just about every gun site almost instantly and people ran to buy one and Cabaleas online store said "In stock".
Cabaleas brought that on themselves and should have posted something like "only 19 remaining" or "out of stock as soon as it was & that was within a day.
I have my own good & bad customer service from them.
I don't shop there any longer though.

 

[Milo 2.0]

I've always had good luck with Cabelas.

I do think that their renowned level of service is finally starting to catch up to reality though, in large part due to some extreme abuse of their return policy.

I always hit their Bargain Cave when I happen to be at a physical Cabelas store. It always amazes (and disgusts) me at what I see returned. Boots with no life left in them, claiming "they didn't fit" (really, it took you three seasons of mountain climbing to decide that?), clothes that are torn ("wrong size"), tents that weren't satisfactory for some reason, etc. When you talk to the guys working there, they say it's very predictable. Boots get returned the week after deer season, tents after a long holiday weekend, etc. Guys buy stuff for short term use, then return it afterwards even though nothing truly was wrong with it, essentially using it for free. Sure, some stuff is a legitimate return for a problem or other issue, but a lot is blatantly obvious abuse of their system.

Not exactly tied to the scope sale above, but the response may just be a result of us beating them down for so many years that the corporate attitude just isn't what it once was.

I don't think it could be said better.