Austin H.

First of all, this was my first order on the Cabelas website. I ordered a hunting bag (as a Christmas gift) on November 21,2020 and waited patiently for it to arrive. After the latest date of arrival (December 8th) I called (on December 9th) and they told me the package was sent to the other side of Canada and arrived on November 28th (quite speedy to get it where it's not supposed to be) and they're not quite sure why. They said the bag was returned to the Cabelas Wearhouse on Dec 8th. Customer service said there's nothing they can do but send the case to upper management and asked me to call back in 3-4 days if I didn't hear anything. So as you can guess, I heard nothing so I called back on day 4. The customer service agent told me that they still hadn't seen the case yet and id have to wait longer. Although I was frustrated I waited. On December 18th I got an email from upper management. Saying "There is a possibility that was damaged in shipping but at this time the item is still unable to be shipped out. We can however, refund your original payment type or send you out an alternative item in place of the pack. Please advise how you would like to proceed.". I then replied and explained what happened and who I've talked to over the last few weeks as it seemed that they just claimed it was damaged and not sent to the wrong side of Canada. I then asked if they could send out another one as soon as they can and noted how I am disappointed with the transaction and how everything has proceeded. That brings me to today, Jan 9th, 2021 (it's been a year lol (not actually)). I had yet to hear anything so I called. Waited on hold for 30 minutes just to hear that they processed a refund on December 31 and I will receive it within 1-2 weeks (I checked while on the phone, the refund wasn't there yet). I never did get an email back about sending out a new product to me, just ignored and sent it. In total, I spent 2 hours on hold waiting to talk to people and my time has been wasted, and my brother didn't get his Christmas gift. At least I'm getting my money back, but if I knew this would be the process, I would have gone elsewhere.

The customer service agents were all really friendly and I have no complaints there, and they sent me a $20 sorry gift card which is great. This is more of a problem with their system as a whole, and communication from upper management, quite tragic really.
Hopefully this helps someone.