1. The Finish Line

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    Gurnee, IL

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    The Finish Line

    5.0 (1 review)

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    11 years ago

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    Bass Pro Shops - Another photo op out front!

    Bass Pro Shops

    3.2(105 reviews)
    0.5 mi
    $$

    We were just passing through. It's been a while since I've been to this mall or to this store…read more Not much had changed. Still has boats and camping gear and the aquarium with fish and the bridge that everyone was taking photos on. They sell clothes and guns and bows and arrows. Fun spot to shop! Staff was very nice. Value is decent.

    I am writing to express my frustration with how my wife and I were treated during our visit on June…read more6, 2026. My wife has a serious back condition and lives with a disability. She also had her medical task-trained service dog with her at the time. We are not new customers--your staff has seen us in the store multiple times before, both with and without the service dog--so there should already be awareness of her condition. When we arrived, there were four power scooters available, and we asked to borrow one, as we have done many times in the past without any issue. However, we were stopped by an employee named Neil, and my wife was told she could not use a scooter--even after explaining that she has a metal rod affecting her spine and was in pain. We were then directed to Kristin near the entrance. After waiting several minutes, she called a manager but largely ignored what I was explaining about my wife's condition. Despite clearly communicating the situation--and despite your staff being familiar with us--we were denied use of a scooter and told they needed to keep all four available for other customers. I even offered to leave my driver's license as collateral, but that was dismissed without any consideration. Frustrated and disappointed, we left the store. Afterward, we called and spoke with Elizabeth, who was far more understanding and willing to help--something the in-store staff did not offer at all. We have always borrowed carts from your store without issue, so this experience was both confusing and upsetting. The lack of empathy, consistency, and willingness to accommodate someone with a known disability is unacceptable. I was fully intending to make a purchase during that visit, but instead, we left feeling disrespected and overlooked. This situation could have been handled very differently with even a small amount of understanding and basic customer care. I hope this is addressed so that no other customer--especially someone with a disability--is treated this way. Very disappointed,

    Photos
    Bass Pro Shops - Gurnee Mills mall entrance.

    Gurnee Mills mall entrance.

    Bass Pro Shops - Showing the puppy the fish

    Showing the puppy the fish

    Bass Pro Shops - Disappointed things did not work and the change machine is broke

    See all

    Disappointed things did not work and the change machine is broke

    The Finish Line - sportgoods - Updated September 2026

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