Sportsman's Warehouse

On 12/26 at approximately 6:30 PM, I purchased a pair of duck hunting waders. When I got home and tried them on, they did not fit properly compared to my previous pair. I attempted to return them the same evening. Both the store and website listed the closing time as 9:00 PM; however, when I arrived at 8:03 PM, the store was already closed. While inconvenient, I returned the following morning. On 12/27 at approximately 11:00 AM, I came back to exchange the waders for a different size. Unfortunately, there were no other pairs in stock that fit me correctly, so I requested a refund instead. The waders were never used and were still brand new in the box. I was assisted by Kimberly at the counter, and the interaction was extremely unprofessional. I paid using Apple Pay, and she claimed the card information did not match and refused to process the refund. She then made inappropriate comments and publicly accused me of attempting to commit fraud, in front of other customers. I have spent thousands of dollars at this store over the years, and this experience made it clear I will not be returning. Staff are consistently unable to answer basic product questions, and this situation crossed a line due to the public accusations and lack of customer service. My father, a retired Provo City police officer, was present during this interaction and was equally shocked by how we were treated. This was a deeply disappointing experience, especially from a family-owned business, and I feel it is important that management is aware of what occurred.

I am relatively new to firearms and gun culture, which historically made me hesitant to approach the counter, ask questions, and explore my options. Over the past several months, however, I’ve had numerous conversations with Thomas and Damon, and I genuinely cannot say enough positive things about them. Both are extremely knowledgeable and patient, and—most importantly—exceptionally welcoming. In an economic environment where many retailers offer the same products at similar prices, what truly sets a business apart is the people behind the counter. People do business with those they know and trust, and Thomas and Damon have unquestionably earned my trust—and therefore my business. Thank you both for your time, guidance, and outstanding customer service. -wes