Bass Pro...

pop-gunner said:

I'd love to hear your thoughts. Feel free to PM me if you don't want to post a copy of your letter here.

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Pop-gunner,

Here is copy of my letter to Bass Pro manager, and of course I except to hear nothing from them. I have made my peace and don't feel the need to argue anymore. I will support the local guys instead even if I have to pay more. Thank you for your interest though!

Letter:

Mr Frazier/Bass Pro Manager,

I'm sorry to have to write this email in this tone. I will no longer be shopping at Bass Pro because of the unacceptable service I have received at the Hanover Store. Myself, along with many of my friends, have decided to stop shopping at your store. Friday afternoon April 13 2012, I arrived at your store to buy several firearms. At no surprise to me, there was ridiculous wait times. After pulling a number, I waited over 2 hours before my number was called. This is how it is every time I try to buy a firearm from your store. After 2 hours I decided to leave cause I didn't want to wait any longer. I understand that MD guns laws are complicated and there is some time involved per customer to fill out the appropriate paperwork for the Maryland State Police, but I'm sorry your employees take way too long! After deciding that I was no longer going to shop at your store I stopped at a gun store in Mt Airy, MD that I have never visited before. They helped me right away. One employee was helping 3 people buy guns at once. I had my paperwork filled out, and purchased four guns, in 20 minutes! This experience confirmed that your gun department is unsatisfactory, and needs much improvement. In the past, when I bought guns from your store, your employees were helpful and polite, but the wait times are unreal. I really hope you take this email into consideration when deciding to hire more gun department employees or have them take some sort of training to multitask. Your process defiantly needs to change, because you are losing customers. When I was waiting in line I watched four customers in front of me leave for the same reason. Other customers and I were huddled by the gun department and all came to the same conclusion over the past two years nothing has changed!

Unfortunately nothing can be done to sway me back to your store. I will continue to shop only at local guns stores and Gander Mountain. But I hope you decide to make a change regarding this compliant to improve your customers experience. I was always very happy at Bass Pro, and considered it as my outdoor store, although not anymore.

Thank you sir for your time.

Unsatisfied customer

I can't say I've had an experience like the one detailed here, I've waited a little bit, but nothing like what was described here. Unfortunately the manager probably doesn't control the payroll allocations as most companies have transitioned into an auto-scheduler over the past decade that allocates the budgeted payroll based on sales per hour and efficiency standards. Store management in most retailers today simply exists as an execution guidance with no real decision making authority.

I've bought two guns at Hanover BassPro over the last few years. The first time, I had little wait and an associate that was helpful and friendly, but didn't know the first thing about firearms. In fact, I actually taught him a couple of things about the Ruger GP100. The second time I bought a MKIII, I had an associate that seemed to know what he was talking about, but was really slow and kinda smug about it. He was talking down to me, and I'm probably more knowledgeable than he was. Obviously when you come back to pick up, you get different people, and I waited a while each time, but it wasn't 2 hours or anything. But lately I've noticed far more people at the gun counter every time I'm there, so I'm not surprised at the bad reviews and long waits. I don't even consider Bass Pro anymore for firearms. I still walk by and peruse the offerings, but don't buy. I can say that the people walking the isles are pretty helpful though. They'll ask if they can help, and they usually can. Especially for an idiot like me pacing back and forth looking for something I can't find!

I got my Utah CCW permit last week so I went to Bass Pro today to get a pocket revolver.
I got there at 1:05, only took a few minutes to get waited on. Was looking at the Ruger LCR and the S&W Bodyguard .38. Well they had the BG last Friday when I stopped in, today it was gone so that made my decision a little easier. A young fellow named Andrew helped me out. He was very polite and easy to talk with.. I walked out the door at 1:45 with all paper work completed and gun paid for.Easy Peasy Japanesey. Oh, and the best part was I had a bunch of reward points so the LCP only cost me $196.00. Now the waiting begins.

I love BassPro, but the problem with the gun counter is all the window shopping. 9 out of 10people that take a number are only there because they just want to hold the guns. I am in that store probably once a week for ammo or another holster etc. and very rarely ever see anyone actually buy a gun. I waited for about 20 minutes the other day behind 2 young guys that played with about 6 different shotguns and then just walked away. Not really sure what they can do about that because after all it is a retail store. Seems to usually be about 3 guys behind gun counter, maybe more help could move things along. As busy as the Arundel Mills store is they could use about 6 guys back there at peek times.

LostSoul said:

I've bought two guns at Hanover BassPro over the last few years. The first time, I had little wait and an associate that was helpful and friendly, but didn't know the first thing about firearms. In fact, I actually taught him a couple of things about the Ruger GP100. The second time I bought a MKIII, I had an associate that seemed to know what he was talking about, but was really slow and kinda smug about it. He was talking down to me, and I'm probably more knowledgeable than he was. Obviously when you come back to pick up, you get different people, and I waited a while each time, but it wasn't 2 hours or anything. But lately I've noticed far more people at the gun counter every time I'm there, so I'm not surprised at the bad reviews and long waits. I don't even consider Bass Pro anymore for firearms. I still walk by and peruse the offerings, but don't buy. I can say that the people walking the isles are pretty helpful though. They'll ask if they can help, and they usually can. Especially for an idiot like me pacing back and forth looking for something I can't find!

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I feel that is the way at most gun shops. Most of the guys at the shops seem to talk down to you and are a bit smug and act like they do not feel like dealing with you even though you are there to drop several hundred bucks on a firearm. They have a strange attitude about them. If you would really like to be treated like sh*t while purchasing a gun go to Barts. I bought my Glock there, but probably will not purchase there again. I just did not care for being made to feel awkward while handing over my $650. Atleast the guys at Bass Pro have a little more people skills.

The best revenge is what you are doing here. Warn everyone off Bass Pro.

dilligaf said:

The best revenge is what you are doing here. Warn everyone off Bass Pro.

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very true, I wont even step foot in there stores anymore! I'll spend my hard earned money at local shops.

Well I have been frenquenting this store lately. Yes, the wait can be long at times. Other times, not so bad. Luck of the draw. Yes, there are a lot of window shoppers. It is retail, and having worked retail many years ago, I recognize these issues. Staffing is always a problem, just like with our work. Everything is about the bottom line. I bought a rifle and a handgun there in the last two months. The staff has been excellent in my experiences. It is best to try to go there at an offtime. I have seen long waits at OnTarget, where I bought my first handgun. I think this is all a matter of the high interest in guns right now. No retailer is going to beef up staffing until a longer period of proven need. Just remember, if there wasn't such a big demand on guns, these places wouldn't be crowded. Then , they may not have the stock or even be there then either. Welcome to economics 101.

dilligaf said:

The best revenge is what you are doing here. Warn everyone off Bass Pro.

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07cummins59 said:

very true, I wont even step foot in there stores anymore! I'll spend my hard earned money at local shops.

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That's a little harsh. I love shopping in there. Pretty much the only gun store I can get the wife into. I get to look at guns during an ordinary trip to the mall.

Unless they are having a sale, their prices usually aren't very good. I personally will not buy a side arm that I can't dry fire to experience the trigger pull; since they have trigger locks on all of their guns that puts them out of the running. Who on earth would buy a car without driving it? It's retarded.

You can get better prices and service at 2A Sales, Accurate Pawn, or Bart's all are only a few minutes from Bass Pro.

Now that the casino opened the traffic at the Mall is really, really bad.

INMY01TA said:

That's a little harsh. I love shopping in there. Pretty much the only gun store I can get the wife into. I get to look at guns during an ordinary trip to the mall.

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Yeah, my kids like the fish. I think calling Bass Pro a "gun store" is a reach.

Their system though is horrible. I understand the fairness in it but it's not built for high volumes of customers. Also, there is no measure for someone to buy optics without having to wait for however many people to play with guns.

If I want a fishing pole I'll go to BPS. For guns I'll go to a gun store.

Ooops said:

Yeah, my kids like the fish. I think calling Bass Pro a "gun store" is a reach.

Their system though is horrible. I understand the fairness in it but it's not built for high volumes of customers. Also, there is no measure for someone to buy optics without having to wait for however many people to play with guns.

If I want a fishing pole I'll go to BPS. For guns I'll go to a gun store.

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Anytime you're in there to look at optics or any non-gun for that matter grab one of the associates out in the isles.
There are usually a couple out there to help with items not kept in the isles.

Ooops said:

I think calling Bass Pro a "gun store" is a reach

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i don't considering they have a much bigger selection than some IPs' here.

HeatSeeker said:

I love BassPro, but the problem with the gun counter is all the window shopping. 9 out of 10people that take a number are only there because they just want to hold the guns. I am in that store probably once a week for ammo or another holster etc. and very rarely ever see anyone actually buy a gun. I waited for about 20 minutes the other day behind 2 young guys that played with about 6 different shotguns and then just walked away. Not really sure what they can do about that because after all it is a retail store. Seems to usually be about 3 guys behind gun counter, maybe more help could move things along. As busy as the Arundel Mills store is they could use about 6 guys back there at peek times.

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You can't really do much about it. Especially the Arundel Mills location since it's attached to a mall. You're going to get a much higher number of Looky-Loo's than if it were a stand alone store.

We bought a Marlin 60 there a couple months ago, and it wasn't too bad. We probably had to wait about 30 min to get helped. Wife checked out about 4 different rifles, picked the Marlin, and 20 minutes later we were on the way home.

There's only so much that 4 employees can do when there's 25 people waiting and 20 of them have no clue what they're looking for and are taking their sweet time browsing with no intention of buying. It kinda sucks, but it's the nature of the beast.

Someone is listening because they removed the ticket taking during the week and now only do it on the weekends....Does'nt make things any easier though, plenty of people are still pissed off at having to wait...

tosainu1 said:

Someone is listening because they removed the ticket taking during the week and now only do it on the weekends....Does'nt make things any easier though, plenty of people are still pissed off at having to wait...

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I actually liked the ticket thing.
I like that I get a number, and they serve everyone in turn. I would hate to be standing around at the counter wating patiently for half an hour only to look away at an inopportune moment and loose my place in line to someone who just walked up and hollered at the clerk and want's to fondle everything in the case but has no intention of buying.

Having the ticket system would work in another scenario but i like that now they aproach to you and ask what do you need, so if you are there just to look they get rid of you fadt and they cam takr care of the people who is there to buy..... I was there last monday and as soon as i got in the counter a guy asked me what i needed i said to pickup my gun and it just took 15 minutes and walk away, and that for basspto is unbelievable.... Lol

Hopefully make things go faster...

tosainu1 said:

Someone is listening because they removed the ticket taking during the week and now only do it on the weekends....Does'nt make things any easier though, plenty of people are still pissed off at having to wait...

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We do listen.
We are trying to use the number system only during our busiest hours. This is an attempt to get things moving faster at the counter and make it a more personal experience. I have heard both positive and negative comments on the new system.
We are trying something new to try to cut down on the long waits. We have also just brought on a handful of new associates and as soon as they are fully trained and up to speed it should help as well.

Bass Pro is definitely no gun shop; however, I do value it for what it's worth.

Years ago, I purchased my first three handguns at BPS because, up to that point in time, every gun shop I walked into made me feel uncomfortable. Places like Bart's and Select Fire were all that I knew, and I didn't like what they offered in terms of customer service. Back then, I convinced myself that all independent shops were the same. Most MDS members know what I'm getting at. It's unfortunate to think about how many people have been turned off to the shooting sports because of shit shops.

Bass Pro's friendly environment offered me the comfort I needed to make my first purchase. Yes: they aren't perfect. The majority of their staff isn't the most knowledgeable and the wait times can be a bit unbearable, but it's a good environment for a first time gun buyer.

In short, it was easier to hand my money to Bass Pro than some arrogant, know-it-all, Bubba looking prick. BPS has never been able to effectively answer all my questions, but I was always treated with respect when I asked what most people would call a stupid question.

I've moved away from buying firearms at Bass pro because a real gun shop offers better prices and top-notch customer service. Today, I only do business with MDS industry partners. However, BPS will always be that place where I bought my first.