Cirrus Entertainment Group

Dear Revdex.com,We are very sorry for the poor customer experience M. XXXX has encountered.  Our records do indicate that M. XXXX emailed our Corporate Customer Service Team initially back on 8/18/2015 and did not get a response within 24 hours.  We did respond on 8/24/2015 offering a...

$10.00 gift card for the coupon that was not granted at the store.  M. XXXX replied validating the mailing address and requesting a $20.00 gift card in return.At that point our Corporate Customer Service Team had no further correspondence with the customer.  It appears that M. XXXX contacted us again via email on 9/8/2015 inquiring about the gift card.  Again, no further response was sent to M. XXXX.Once the Revdex.com complaint was received the Supervisor of Customer Service called Mr. XXXX directly to address this matter.  A voicemail was left for M. XXXX apologizing for the delay and poor experience when trying to contact Customer Service.The gift card for $20.00 was placed in the mail on 9/29/2015 with the expectation that it would arrive in 7-10 business days.We are truly sorry for the breakdown in communication with this matter. We are certainly thankful it was brought to our attention and will use this as a coaching opportunity to prevent this from happening again.Sincerely, Dick's Sporting Goods

Dear Revdex.com,   We have reached issued the credit as of 1/10/2017 and have since reached out to PayPal to ensure that the credit was successfully processed. They have confirmed the credit was processed on their end as well. In summary, this matter has been resolved.   Thank you, Dick's...

Sporting Goods

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Dear Revdex.com,   We have reached out to discuss this matter with the [redacted] family in more detail. Although we were unable to secure Ms. [redacted] as a ScoreCard member, it is however our hope that after our conversation that the [redacted] family gives us another opportunity to service them in the...

future.   Thank you, DICK’S Sporting Goods

Dear Revdex.com,
We continue to reach out to [redacted] in order to follow up on the Diamondback Adult Century 1 Road Bike purchase, but we have been unsuccessful. We will continue to reach out in hopes to bring closure to this matter.
Thank you,
DICK'S Sporting Goods

Dear Revdex.com,  DICK’S Sporting Goods would like to extend its sincerest apology for any inconvenience and disappointment that Mr. [redacted] may have experienced in follow up to a recent online order. It is our desire to ensure each customer has a positive experience shopping in our...

stores and online. In reviewing Mr. [redacted]'s order, the order was cancelled, as units in this size ordered did deplete during the process of validating the payment and order availability associated with sizing.  Again, we regret any inconvenience and disappointment regarding this situation on behalf of DICK’S Sporting Goods. Thank you and best regards, DICK’S Sporting Goods

Dear Revdex.com,
DICK’S Sporting Goods would like to extend its sincerest apology for any inconvenience that Mr. [redacted] may have experienced while attempting to order the Beats by Dre Studio Wireless Headphones on December 1, 2015.
It is our desire to ensure each customer has a positive experience...

shopping in our stores and online. Our site did cancel the order as a pricing error was found during the process of validating the payment and order availability. For purpose of clarification, DICK’SSportingGoods.com does disclose the below message under our “Terms of Use:”
“We attempt to ensure that information on the Site is complete, accurate and up to date. Despite our efforts, the information on the Site may occasionally be inaccurate, incomplete or out-of-date. We make no representation as to the completeness, accuracy or currency of any information on the Site. For example, products or services included on the Site may be unavailable, may have different attributes than those listed, or may carry a different price than what is stated on the Site. In addition, we may make changes in information about price and/or availability without notice. In the event of a pricing error or discrepancy on the Site, we reserve the right to cancel any such orders.”
Again, we regret any inconvenience or disappointment regarding this situation on behalf of DICK’S Sporting Goods.
Thank you and best regards, DICK’S Sporting Goods

Dear Revdex.com,   We apologize for the long wait time at the register in our Hayward, CA store during the 2016 Holiday season. We always aim to provide you with a prompt and pleasant service. It is very important to us that all opportunities to show our customers great service is met, completing an...

enjoyable visit to our store. Please know that the feedback provided by Ms. [redacted] will be documented and shared with the appropriate management. This provides us with the opportunity to make necessary improvements for the future, ensuring all of your store visits are satisfying.   Thank you, DICK’S Sporting Goods

An offer to buy more from Dicks is not acceptable.  I wasted $120.00 buying ammo that does not work in the rifle a Dicks employee told me it would work.  I will never shop there again and will advise anyone else that I know not to also.
Regards
[redacted]

Dear Revdex.com, Our office has successfully worked to bring this customer to a satisfactory resolution. Thank you,DICK'S Sporting Goods

Dear Revdex.com, We have reached out to the customer and reached a satisfactory resolution. Thank you,DICK'S Sporting Goods

As a customer of Dick's, while I can appreciate things such as "quick turnaround times with production", "all sales are final disclosures", and execution against internal processes and policies, none of these things supercede doing the right thing for the customer.  In the eyes of the customer, having quick turn around times with production, having well-documented disclosures, and strictly adhering to internal processes and policies are all well and great, but truthfully all for naught if in the end your customer(s) are disappointed and unsatisfied.  In the eyes of your customer, no visible, tangible efforts were made by any Dick's employee (all the way up to executive leadership) to accomodate my request pertaining to this order.  The executive leadership team has remained silent, cold and distant.  Unfortunately, throughout this process, the predominant messages were "we can't guarantee" and "unfortunately it's too late."  Never at any time through the process did any Dick's employee step up and take ownership to do the right thing for the customer.  Perhaps this highlights a fundamental deficiency in their customer service and customer experience processes.From your customer's perspective, the issue remains unresolved.  Your customer remains unhappy and dissatisfied.

Dear Revdex.com,
DICK’S Sporting Goods is committed to ensuring a positive and friendly online shopping experience and we would like to apologize for any inconvenience, delay or frustration Ms. [redacted] may have experienced. In reviewing this matter, we do see that Ms. [redacted] has worked with our team on...

August 23 to bring this matter to resolution with the processing of her refund after confirmation from the carrier about the status of the delivery. We again apologize, but have confirmed a full refund has been processed.
Thank you,
DICK’S Sporting Goods

Dear Revdex.com, We regret to hear of Ms. XXXXX's frustration with her experience ordering shoes online and her interactions at the store. We have issued an appeasement to Ms. XXXXX and also a supervisor left a voicemail with her direct contact information on steps to assist going forward. If Ms....

XXXXX has any additional questions she may call ###-###-####. Sincerely,Dick's Sporting Goods

Dear Revdex.com,
We have reached out to Ms. [redacted] via phone to bring this matter to a satisfactory resolution.
Thank you,
DICK’S Sporting Goods

Dear Revdex.com,   Our office has successfully worked with the warranty company to bring this customer to a satisfactory resolution.   Thank you, DICK’S Sporting Goods

We truly apologize for the inconvenience Mr. XXXX experience with his order.  Our records indicate that the customer placed the order on 5/21/2016 at 3:02 AM.  At 8:07 AM on 5/22/2016 customer called in to cancel the order.  We offer a 30 minute remorse period where the customer and...

our service team can cancel orders.  Once this timeframe has passed the order begins the order processing phase and is not able to be canceled.  We advise the customer that we can make efforts to locate the order and if not in the processing phase may have a small window of opportunity to cancel but it is never a guarantee.  Unfortunately, this was being fulfilled directly by our vendor and could not be canceled once the remorse period passed.  The order shipped on 5/27/2016 and customer was charged for the order placed, $127.20.5/27/2016 customer contacted Customer Service and was offered 20% off his next purchase with us due to the frustrating experience.  The customer is also able to do a free return if he does not want his order.5/28/2016 customer emailed his continued frustration with the order process and the level of service he received regarding the misinformation on the cancelation request and checking the order status. Our Supervisory team contacted the customer on 5/31 and offered an additional $36 appeasement which was accepted.We have documented all of Mr. XXXX complaints regarding this order and will certainly use this feedback as a coaching opportunity for our customer service team.Sincerely,Dick's Sporting Goods

Dear Revdex.com,We are very aware of Ms. XXX's situation with the Sole F80 Treadmill.  Multiple Representatives have been working diligently to assist with a resolution for Ms. XXXX.  We understand her frustration and want to update all parties on where this issue stands and what action DSG has...

taken to resolve.On 5/16 our Corporate Customer Service agent contacted Ms. XXXX and provided 3 options to move forward.  Ms. XXX could return for a full refund, we could assist with a swap out of the damaged unit and exchange it with a new, or she could move forward with a repair and have parts ordered and a tech come to assess and fix the damage.  The customer agreed to the swap out option.  We set up a 5/28 date for the item to be swapped.  When contacting the Ms. XXX to confirm the date that date would not work with her schedule.  She listed off several dates and times that she wanted us to accommodate.  A date was scheduled for 5/29.  The customer called in to report that the swap did not happen.  In researching with our service provider the technician assigned to the swap requested the appointment be rescheduled because there was heavy rain the day of the appointment and was concerned with the unit getting damaged during transport.  Our service provider has rescheduled for Saturday June 6th at 8:00 a.m. and offered a $100 gift card appeasementDSG has also offered Ms. XXXX a $120 gift card.  Instead - the customer requested 10% off her total purchase to be credited.  We authorized a credit of $240.00 and we are still moving forward to do a full swap for a new unit with Delivery and Assembly.  In addition, dissemble the old unit and return it to the store.  The customer requested a check in the amount of $240.00 because she paid her credit card balance in full. We are working with our credit card partner to process a check once Ms. XXXX's payment posts to the account.  DSG is also obtaining an exchange receipt for the NSPP Protection Plan.  Our last contact with Ms. XXXX was on June 1st after receiving her voicemail from May 29th.Ms. XXXX's frustration is certainly warranted but we are doing our best to try to get this matter resolved as quickly as possible.  There are some factors that have delayed this process through our service provider and scheduling.  We feel our compensation efforts are fair and want to continue to see this matter to the end.  We have stayed in continuous contact with Ms. XXXX at the corporate office and sincerely apologize that this has turned into such an ordeal.  We are certainly invested in continuous improvement and will use this experience to learn from to help prevent another similar occurrence.We recommend Ms. XXX continue to work directly with Corproate DSG at ###-###-#### for further assistance as we have all the documentation recorded.Sincerely,Dick's Sporting Goods

Dear Revdex.com,
We again regret to hear of any confusion, frustration or miscommunication regarding Ms. [redacted]'s order or our promotional offers. However, we can confirm that the order was in fact canceled due to a pricing error.
Thank you,DICK'S Sporting Goods

Dear Revdex.com, We regret to hear of Mr. XXXXX's dissatisfaction with his scope purchase and the interactions following. We contacted Mr. XXXXX and reached a mutually agreeable resolution. If Mr. XXXXX has any additional questions he can reach us at ###-###-####. Sincerely, Dick's Sporting Goods