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, Shubho Sarkar

Dear Revdex.com,We are very sorry to hear of the disappointing experience MrXXXXX encountered with his recent online order with Dick's Sporting Goods.It appears that there was miscommunication provided by our Representatives regarding what happened with this order For clairification, the order was never cancelled If the order cancelled the customer would have never been charged In researching MrXXXX's order, it shows that we sent the merchandise out UPS from our warehouse on 3/24/ The tracking never updated meaning it got lost in transit and never scanned at the UPS Hub When MrXXXX contacted us to inquire about his merchandise he was given the wrong information Our team should have assisted with a reship of the item once it was identified as lost in transit or processed a credit for MrXXXXX.On 4/2/MrXXXX's account was credited the total amount of $to the original form of payment We have also granted MrXXXX's request to be removed from our Scorecard program and further promotions Though we can't control the lost merchandise in transit we do want to sincerely apologize for the wrong information MrXXXX received regarding his order and feel very badly that as a result we lost a customer Sincerely, Dick's Sporting Goods

We are truly sorry to hear of MrXX's experience with receiving a credit back to a gift card used to place an order online Our corporate team reached out to MrXX by email to inform him that the credit of $was placed back on the original gift card (used for Order [redacted] ) on 2/16/ If MrXX does not have the original gift card in his possession, we have offered to transfer that credit to a replacement card and overnight it to his address We apologize again for the inconvenience.Sincerely, Dick's Sporting Goods

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowI remain dissatisfied and reject the company’s responseIn terms of the dispute, I am asking for the amount to fully replace two storm doors (two @ $375/each = $750), the labor and material costs to reframe AND reside around the exterior of the storm frames, and rehang the doors so that they work property The additional materials include wood, screws, and aluminum siding The time associated with performing the door tasks is approximately hoursThe owner indicates that $per hour is an accruate hourly rate, so the ask of $to support the labor (hours) and additional materials (i.e., wood, screens, and aluminum siding) is reasonable The owner also indicated that $for each door is correct, so the ask for this amount is also reasonable Please keep in mind that one storm door completely fell off and the other does not fully close properly and “wiggles” in the frame It is only a matter of time before the second comprised door is taken by the wind and/or falls off the frame Unfortunately, the owner’s statement about doing additional work is completely inaccurateI have a signed contract that very clearly states the scope of work and anticipated disbursement scheduleBecause this was an insurance company claim, the lender held the money in escrow Each time the owner asked for a payment and the lender (mortgage company) came out to verify work – the requests were often deniedThis is because the company failed to perform the work they “claimed” they had done each time I have the paperwork from the mortgage company for each payment request,which documents that the work the company indicated had been completed was not fully completedThus, the company had to come back to the property and address the incomplete work before a payment would be made In terms of leaving me satisfied each time the company perform worked, this is also inaccurateThe project manager provided almost no oversight on this $20,job Every time I was at my second home, I called to complain and the project manager sent a contractor back out to fix the problems I have pictures to prove the shoddy work, including using caulk to connect gutters and downspouts, absence of caulk around windows and door frames, absence of nails to hold down siding around window and garage door trim, incomplete screen replacements, incorrect re-staining of the deck (the stain is coming off now due to completing the work late in the year when it could not dry) etcThe pictures are plentiful and convey a very clear story – that this company supports incomplete and poor work, fails to provide project management, and works with contractors who are not well-qualified to perform construction/remodeling to industry standards I appreciate the owners comment that the property is a “second home” and that my not being there full time may have negatively affected my ability to monitor the door for wind damage – suggesting that perhaps suggesting I could have avoided the door disasterI think this statement is a reach and an attempt to abdicate his responsibility I spend about half my time at the second home and have neighbors monitor the home, and the door falling off the frame was bound to happen On a final note, I would be remiss if I did share my concern about this company’s lack of communication and brazen behavior I have worked diligently to resolve the door issues since December I called the project manager and he said he would take care of it “right away.” That did not happen and I have been shifted from him to the owner, and even received a call from a contractorI never got a clear response as to when someone would fix the doorsI got shuffled back and forth and each person was unaware of what I shared with the otherThe process was ridiculous! In anticipation that something magical would happen and the doors would be fixed, I requested that any work on the doors could only be performed when I was availableI made this request clear in my communication with the project manager and in a voicemail message to the owner To reduce the potential for any miscommunication about my need to be available when work was performed, I placed a note on the home doors that indicated “no work may be performed without the owner present.” I was at my second home for three straight weeks (Dec 30, – Jan 17, 2017), leaving only for weekend day trips and running errands, and had significant availability When I returned from day trip on Sunday, January 7th, I found that the door frame had been screwed to the house The storm door, which was lying next to the door – covered with a tarp, was not rehung I was not informed by the project manager nor owner that a contractor would be performing work at the house The craftsmanship of the work was poor! The contractor placed screws on top of the new aluminum siding and the storm door was not rehungThe second door that does not close properly and wiggles was not touched Additionally, the contractor left a mess - there we unused screws strewn about the deck (I have pictures to prove this too) While the shoddy work did not surprise me, the act of ignoring my request that any work performed must be done so in my presence shocks meEssentially, the contractor trespassed and this behavior was supported by the project manager and owner I called the owner the next day, leaving a message indicating that we needed to talk and someone had trespassed on my propertyI received return call from the owner days later – yes, days, indicating that he sent one of his guys out there to fix the door He further indicated that his guys don’t work in winter and all of them are laid off – and his sending a guy out to my place went above and beyond what I should expect I told the owner that I have had enough of the lack of communication, shoddy work, inability to clean up their messes, and poor craftsmanshipI informed him that I had filed a complaint with Revdex.com and asked that Revdex.com mediate this situation.I am hoping that filing this complaint with Revdex.com, the owner see that my complaint is valid and will reimburse me $If the owner is unwilling to reimburse me the $2750, I am happy to move this to the next level by filing a small claims actionThe company’s owner should know, however, that if this is the route pursued, I will also request an additional $to re-stain the deckI have been reasonable with this company and given them more than enough opportunities to fix their errorsThey have continued to disappointFurther, as the owner stated, they do not work in winter, so it is unlikely any work will be performedThe absence of work during winter also conflicts with language in the contract that clearly states all work, materials, and craftsmanship is covered for 2-yearsIf the company does not work in winter, then the contract is inaccurateI look forward to receiving the reimbursement in the amount of $ Regards, [redacted] ***

Dear Revdex.com, Our office has successfully worked with our online team to bring this customer to a satisfactory resolution.Thank you and best regards,DICK'S Sporting Goods

Dear Revdex.com, We have worked to bring this customer to a satisfactory resolutionThank you and best regards,DICK'S Sporting Goods

Dear Revdex.com, It is important to note that DICK’S Sporting Goods regrets any inconvenience or disappointment that Mrs [redacted] may have experienced.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 iscomplete, accurate and up to dateDespite our efforts, the information on theSite may occasionally be inaccurate, incomplete or out-of-dateWe make norepresentation as to the completeness, accuracy or currency of any informationon the SiteFor example, products or services included on the Site may beunavailable, may have different attributes than those listed, or may carry adifferent price than what is stated on the SiteIn addition, we may makechanges in information about price and/or availability without noticeIn theevent of a pricing error or discrepancy on the Site, we reserve the right tocancel any such orders.”Lastly, when you attempt to place your online order, a temporary authorization may be placed on your credit or debit cardPlease be assured, this is not a charge and this authorization will be removedWith Mrs [redacted] ’s cancelled order, the authorization hold will expire in accordance with the terms of her bank or financial institution, typically within to business days.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 are sorry to hear that the wrong price was communicated to MrXXXX at our store As a licensed firearm dealer we must comply by completing and receiving an approval on the background check before we can proceed with a firearm sale Before the pricing confusion, we were following our policy to run the background check.Since the customer decided not to transact with our store once the correct price was identified (and the background completed) we can not cancel or request that these documents be destroyed They are completed electronically at the store before we are allowed to proceed We truly apologize that the store miscommunicated the price The details indicated that the manager got involved to clear up the confusion and present the correct price MrXXXX decided not to proceed with the transaction and we are sorry to hear we lost this sale If customer would like to discuss this further, we encourage him to contact our Corproate Customer Service Team at ###-###-#### Sincerely,Dick's Sporting Goods

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 the lack of product availabilityWe understand our customers’ urgency to have their gift selections shipped on time and without issue and we truly regret any disappointmentDue to the popularity and high demand of the online Holiday deals, our site did cancel the order as the units did deplete during the process of validating the payment and order availabilityWith so much interest in these very special events, product can go quickly in some cases Our "Guaranteed To Get There" promotion was limited to some exclusions and terms and conditionsWhen the "Guaranteed To Get There" promotion was active on our website, the below verbiage was under the promotion detail: What is the "Guaranteed To Get There" (GTGT) promotion? This is a program where we guarantee delivery of certain item(s) by 12/24/or the customer will get their item(s) for free Who will qualify? (Must meet ALL criteria below) If a customer places an order for one or more items starting on: o DSG - Promo Start Date: 12/4/ The item has the "Guaranteed Delivery" icon (a gift box symbol) The customer selected the appropriate shipping method (overnight; 2nd day; or Standard Ground - Depending on the dates listed on the partner sites GTGT calendar {Freight shipments are EXCLUDED from this promotion}) The item was not cancelled as out of stock The item does not arrive on or before 12/24/14.In the various phone and email correspondences made with Mr [redacted] , we made various recommendations for comparable product, as well as offered appeasements including 10% of an itemDue to the level of escalation displayed by Mr***, we also offered to assist in placing an order with 25% off a future orderHe refused all assistance and accommodations offeredAgain, we regret and misunderstanding or inconvenience regarding our promotionsThank you and best regards,DICK'S Sporting Goods

this complaint was not successfully resolvedI have still not received a refund for shoes I have not receivedI have been calling them multiple timesHaven't been able to get my money refunded

I still feel the spirit of the advertising on Dicks Sporting Goods website was marketing and very bad customer service Regardless if their technology is unable to provide quality service The agreement on their website was if I paid for rush shipping, found an item in stock and ordered before a set date, the item was free There was no client facing print indicating that if Dicks Sporting goods was "too busy" to pack your item in time, they can just cancel the order the day before Christmas, and be exempt from their advertising posted on their website.In my case they also did send me an email confirming the item was IN STOCK and being made ready to ship.In my business this would be the same as me telling as client that we could assist them in hours or the service is free However I then call them at the hour and say, sorry we have to cancel your service because we are too busy And then expect to not provide my advertised agreement If only life worked like that.I understand that they likely had fine print posted somewhere, but I Want this issue posted on Revdex.com for everyone to see that they routinely mistreat customers and use marketing tricks

Dear Revdex.com,We truly apologize for the disappointing online experience MrXXXX had with Dick's Sporting Goods.Our Corporate Customer Service Team has contacted MrXXXX on 12/19/by email offering our sincere apologies and explaining our inventory influx and errors that caused his order to cancel Since the item MrXXXX was looking to purchase is not available in the size and color he wanted, we have honored his request for a $gift card.Mr.XXXX has been advised that the gift card is being sent from the Corporate office of Dick's Sporting Goods and should be received in 5-Business daysThe gift card is being mailed to the address recorded in the customer information of this complaint.We appreciate the opportunity to investigate this matter.Sincerely,Dick's Sporting Goods

We apologize for the delay in responding to this customer complaint We truly understand the frustration MsXXXXX experienced due to the cancellation of her order It is not our intent to have to cancel orders but due to high demand for the NCAA apparel items, our site did cancel the order as units did deplete during the processing of this order.We understand our customer's urgency to have their gift selections on time and without issueOur "Guaranteed To Get There" promotion was limited to some exclusions and also presented clear Terms and Conditions In an effort to assist, our Corporate Customer Service Team emailed the customer on 1/6/offering a $off online promotion code to use on a future order with us It is our hope they will return to our online store and give us another chance.Sincerely,Dick's Sporting Goods

We are truly sorry for the disappointing online experience MsXXXXX encountered After MsXXXXX's order cancelled on 2/3/and we began to investigate this matter reported to the Revdex.com, the merchandise was back on our site for a price of $with limited availability in size Dick's Sporting Goods contacted MsXXXX directly to try to reorder the boots and price match to the existing order cost of $ Unfortunately, the size MsXXXXX needed was unavailable.Dick's Sporting Goods offered an Online Gift Certificate in the amount of $for a future reorder or to use on an alternate item We noted the order in the event the customer would like to use this on a future purchase with us Again, we sincerely apologize for the inconvenience associated with this order.Dick's Sporting Goods

Dear Revdex.com, Our office has successfully worked to find a satisfactory resolution for Mr [redacted] Thank you, DICK'S Sporting Goods

12/22/2014Revdex.com Complaint # 10323152Dear Revdex.com,We apologize for the experience MsXXXX had with her son's firearm Below details our position It is our understanding that this was resolved by the store location and the family.Our Corporate office verified with the manager of the Pittsburgh Mills location the interaction they had with the family The store manager worked with the son and family When the scope fell off the gun the store took action by taking it to a gunsmith to get it repaired and covered the cost The son came to the store to pick up the merchandiseAfter the son picked up the gun, the family still had concern and addressed this with the store The manager spoke with the husband and explained that since the gun was not purchased at Dick's Sporting Goods we could not replace it or send it back to the manufacturer The father and the manager agreed to get a more expensive scope from our location and replace it on his son's firearm This was done for the family and the son again picked up his merchandise.Our manager called back out to the family on 12/22/to ensure everything is working fine with the firearm and the family is satisfied He spoke with MsXXXX again She felt the matter had been resolved but asked that the manager call her husband to be certain The store manager will continue to work with the family if further assistance is needed.We apologize for the inconvenience and encourage the family to work with [redacted] at Pittsburgh Mills if need be We have the customer's feedback recorded at the corporate office.Sincerely,Dick's Sporting Goods

We are sorry to hear of MsXXXX's shopping experience We are committed to providing a well-merchandised sales floor with clear signs relating to pricing and promotions Our associates throughout the day are recovering products that have been relocated or have been placed back on wrong shelves to its specific location to hopefully eliminate any pricing confusion or discrepancy There are times product is discovered by customers in locations where the pricing is specific to another product, and at a lower price point In such a situation our staff and managers will assist with identifying the correct pricing and product description on the shelf label On 4/29/our store manager contacted MsXXXX to discuss her experience at our store The manager addressed the issue and said the conversation ended positively Our manager is sending an appeasement card to MsXXXX for the confusion and inconvenience MsXXXX accepted and we will continue to monitor these types of complaints to prevent similar situations in the future.We thank MsXXXX for bringing this matter to our attention so we could investigate this situation with our store.Sincerely,Dick's Sporting Goods

Dear Revdex.com, We have worked to bring this customer to a satisfactory resolutionThank you and best regards, DICK'S Sporting Goods

12/2/2014Revdex.com Complaint ID [redacted] Dear Revdex.com,It is important to note that DICK’S Sporting Goods regrets any inconvenience or disappointment that Ms [redacted] may have experiencedFor 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 dateDespite our efforts, the information on the Site may occasionally be inaccurate, incomplete or out-of-dateWe make no representation as to the completeness, accuracy or currency of any information on the SiteFor 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 SiteIn addition, we may make changes in information about price and/or availability without noticeIn 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 and apologize that the order was canceled due to the pricing errorThank you and best regards, DICK’S Sporting Goods

Dear Revdex.com, In reviewing this matter, we have verified the return, but we do not show where the refund ever processedWe have since processed the refund and reached out to Ms [redacted] to offer our sincere apologies for the delayWe also offered a 20% promotional offer for her next order due to the delay associated with her refundThank you and best regards, DICK'S Sporting Goods