Complaint Review: Cabelas - Hammond Indiana

The worst experience ever in a firearms department. My husband and I went to pick up a gun that was on layaway at Cabelas from the week before. Cabelas had a barrier up with signs posted stating "Wait at the front of the line for customer service". We waited in line for over 45 minutes while other patrons waited in line with us to also pick up guns from layaway and to browse guns.

There were some patrons that had crossed the barrier or went under the barrier and I questioned a salesperson about the protocol and he told me he answered a question of the patron and I said we had been waiting in line for the same service. He said I would have to leave the store. He did not ask me to leave the store. He TOLD me to leave the store.

A few moments later, several more patrons went under the barrier and were browsing the gun selection. I questioned a saleperson about this since the previous weekend we were told that if we wanted to browse any guns we had to wait in line. The salesperson did not know the protocol.

I asked to speak to the manager and the manager came out and I told him of the situation. Phil (the manager) told me it was none of my business and I needed to go back to the line or to leave the store. I was not rude, I was not beligerint, nor did I cuss. Their lives were not in danger so I don't know why I was told to leave the store. I asked for the managers phone number and he said he was the manager. I asked for the general managers phone number. He did not want to give it to. He ended up finally giving it to me.

At that point I was so upset that I told my husband that we were going to cancel our layaway. We ended up finally being waited on and returned our purchase. Where is it that you cannot make a complaint and be told to leave the store? We ended up going to Bass Pro were we were waited on within 5 minutes.

I also wanted to comment while we were waiting, I was looking for a gun holster for my new gun and an associate was walking the aisles. Not once did he ask me if I needed any help. He did look at me like I was going to steal something.

I called Jamie the General Manager of the store (219) 845-9040 and left her a message. I did not get a call back until 2 days later. I did get a message back from Aisha. I called the store back and was told there was no Aisha there and was transferred to an assistant who did confirm that there was an Aisha there. She told me that she would look into the situation. I have not heard from her since.

I called corporate and spoke to Cathy and told her of the situation. She said that she knew of the situation at that store but the only thing that they could do is to use it as a training exercise. How is that going to help the customers? Their mission statement is "Superior Customer Service", "Respect for Individuals", and "Excellence in Performance". I received none of those. I even told them that I was going to sue for discrimination because they treated me like crap. Cathy laughed at me. I found that unbelievable.

I hope this helps anyone who has had any experience with Cabelas.