"I purchased an inexpensive ($27) pool cue package about two weeks ago and have only played 5-6 games with it. The upper portion of the cue established a rattle of some sort. Each time I hit the cue ball it was thought there was a split in the wood or something was loose, obviously a defect. I went in today to the Moses Lake store to exchange it, possibly upgrade it. I talked to the polite counter person who said they would need to call a manager to the front. While waiting I went back to see if there was another one like mine.
There was not so I decided to upgrade to a significantly higher quality set, $90. I got to the counter to finish the return and new transaction only to be informed by the manager on duty they do not take returns on pool cues because they are like baseball bats, an "impact" piece of equipment, store policy. Their return policy on their website clearly states no returns on bats and to refer to the "in-store policy" which there was a link to. That policy further defined non-returnable items, nowhere mentioning pool cues.
I explained that I was about to purchase something of far greater value with a higher profit margin, to which the manager said "I would get in trouble if I allow this return."
I asked for the next level of management's phone number, to which he provided me their corporate customer service number. I then asked for the actual store manager's name because I want to speak with someone locally to resolve this issue, which I got but they are not in today.
In the past three years I have spent about $1,000 on merchandise in this store. Seems a shame to lose a customer over an unpublished return policy and $5.00 profit when I was ready to spend far more than that. I'll let you know how it goes."

"MJ one of the cashiers at the Spokane store number 502 she went the extra mile I was looking for something compatible that you guys have with something that was going to help my career and I needed it ASAP and she went the extra mile and gave me the best customer service I've had in a long time.. and helped me genuinely.. treating me like a asset.. not a burden that means a lot to me thank you MJ at store 502 Spokane Washington"

"they treated me horrible after third month working there . taddle telling behide your back.. that you were talking on your cell phone.. but their close associates using cell phones while working . double standards; petty immature attitudes. "

"I purchased three items back in March - it is now mid April and I have yet to receive my order or a refund, after going back and forth with Customer Service.

WARNING: THEY DO NOT SHIP TO A UPS STORE MAILBOX ADDRESS. I figured a smallish package (shoes/tights) would be fine, but UPS will automatically send your items back to the Big5 Distribution Center - and they will NOT tell you that! All you get on your end is a message that your items "cannot be delivered".

Worse, I called Customer Service and spoke with Jessica and she stated that "per our contract" (????) they warn customers that items cannot be mailed to a UPS store, and therefore I OWE THEM FOR SHIPPING BACK TO THE DISTRIBUTION CENTER. I was so disgusted already at this point, but wanted to try to get it all resolved. I pushed back and Jessica said she'd call the Distribution Center that day to try to intercept my package so that it could be sent instead to my home address. I asked WHEN I could expect a call back: she said if I don't hear from anyone one by 2:30 pm, to call back... I called back and no one answered - I later found out from the Corporate Headquarters receptionist that Jessica is the Manager - at the Corporate Office - and that 2:30 pm is when they take their break.

I then get a tracking update from UPS that my package is on the way... followed by another update that my package "could not be delivered."

I ended up speaking with Jessica again who said she would issue me a refund - she was professional over the phone, but I should not have had to go through the corporate office to get this resolved. I do not like the way Big5 treats their customers. I expected better. I have been a lifelong customer and am so disappointed in their online customer service/shipping. Will not be buying from them again.

"

"This is NOT for the store fronts but rather for big5.com. I will NEVER shop online at big5.com again. I ordered 7 pairs of slippers in 2 sizes and 3 styles hoping that I could find a slipper or two or three that I liked. I would have kept those that were a good fit and gifted those that didn't to others in my community.
Just because they did not have ONE item in the color and size that I ordered, they canceled my WHOLE order. They could have sent me the other 6 and I would have happy. Instead, I'm very 'upset' (not my first word choice) with big5.com. They have forever lost my business and my order which was close to $100. I'm disabled and it's hard for me to get out to the Big 5 store in my community. I ordered online because of this and they screwed me over. I will NEVER shop big5.com again!!!!!! They lost a customer for good."

"Shopping for home security system, plus other items. Came into the store, asked to use restroom before beginning. Was told rest rooms out of order. I told them I would rather they say that customers could not use them. When I turned to leave the three employees gathered in the front began to Laugh at me and then proceeded to hiss like a cat at me. I never need to be disrespected by employees."

"

Purchased 2 pair of new shoes online. Received NO confirmation on the purchase back from Big 5 online. But the money came out of my bank account. Products show up, wrong size. Try to take them back to the store. Not accepting returns. Contacted them about shipping them back, wrong size was my fault they said. So they charged me for the return. Never again....poor customer service should not cost me money."

"I've shopped at Big 5 for over 15 years but today the manager wouldn't let me enter the store because I wasn't wearing a face mask. There's no need for me to ever go back!"

"Don't buy from Big 5 because if you have to return it you will not be able to until the Virus is over . They will sell it to you , but won't take it back until May 31st , which could change . Why be open if you can't support the products you sell ! Even if it's never been opened ! Bad Business !"

"Stepped into the store and was immediately welcomed by Kalea. She said,”If you need anything don’t hesitate to ask.” I was looking for the $5 plush blankets and Kalea led me straight to them. She quickly and efficiently processed my transaction of four blankets with her sweet smile and happy demeanor. Great customer service Kalea! "

"I was at the 38th Street Tacoma Big5. I have never been treated so shabbily when I called up the corporate office to complain they treated me like I was the person doing the wrong this is the absolute worst company I've ever dealt with I was second assistant manager in 2014 at the Totem Lake Big 5. Where previously the second assistant who is having **** with a co-worker at the Monroe Big 5 left the store to come and work at the Big 5 she started having **** with the manager and he committed suicide in the break room.
The store since I've been shopping since then have just been ratty the managers they can't keep because they treat him like garbage according to the Olympia Big 5 the Tacoma 38th Street Big 5 no wonder I left this is the worst company I ever work for and the customer service has gone down ever since I was a kid absolute worst the regional manager at Big 5 Harry left along with all the other people who bought into the store when it was resold this is the absolute worst company ever. When I went to get a return they only gave me $2 of the $11. Two ones instead of a 10 and a 1 I should have looked before I walked out of the store I'll never go back. Called up corporate they didn't give a damn."

"Today I bought running shoes from the big 5 in colorado spring north academy and the manager Jordan gave me first class treatment. I will go back again plus tell my friends and family"

"My pedometer had been malfunctioning since I purchased it three months ago. Chantell informed me that you no longer stocked the item. Then she immediately proceeded to issue store credit for it. I was in and out of the store in 10 minutes. This employee is incisive, highly intelligent and proactive in resolving the most minute problems that customers present to her on a routine basis. Moreover, she is staunchly committed to your C/S first and foremost policy as implemented by your parent company, Pay `n' Save. Never before, and perhaps never again will I have a store manager as efficacious as her helping me. She made me feel that I was the most important customer of the month, and merely to return a defective item. Women like her make your company and certainly the Factoria outlet cast a brilliant light on the sports market. She is an incredible employee who deserves credit for her work on your behalf.

Sincerely, Prof. R. T. Akutagawa"

"Cherry and Raul make me feel like I'm speaking to my parents. I've been coming here (Brea location) for just over 4 years and whether it be Cherry or Raul based on there schedule which doesn't match my life style (no offense taken lol) they always make me feel like it's a little neighborhood versus the reality that it's SOUTHERN CALIFORNIA! Enough said. ✌"

"I wanted a quality ping pong table for our 5 active grandkids, so I did some research. I saw that Big 5 Sporting Goods has the best price. The staff was very helpful in our Escondido store. Our Stiga table was awesome, the kids and adults loved the blue top. My husband and 13 year old grandson had it together in a 1/2 hour (with the “peanut gallery” looking on. We have had many hours of competition and bragging. Looking for many more years of family fun.
Helen Wester "