Dick's Sporting Goods Inc

Review: Ordered a jacket online on December 18th. Item clearly showed in stock and it was per the website set for "guaranteed delivery for Christmas or the item will be free" if ordered by December 19th. ( I took a screen shot of the website if you want to see the guarantee). I received an email today (December 23rd) saying my order was cancelled! That is false advertising, plain and simple. I would like Dicks to keep their advertised promise on their website and give me the jacket for free. You have ruined this persons Christmas because they don't have anything to open now and I am only asking for what was promised to me (Christmas delivery or the item is free). I didn't make this promise, your website did, so I don't think it is much to ask that you send me my item free of charge. I contacted customer service and they sent me a 25% coupon off my next order, what a joke. I will never order from them again. Needless to say I deleted that email. Please make this right and live up to your advertisement and send me the jacket for free. Thank you.Desired Settlement: I would like Dicks Sporting goods to live up to their advertisement and ship my jacket to me free of charge. The website clearly stated "if ordered by December 19th this item is guaranteed delivery by Christmas or the item is free". I have attached to this compliant the screen shot saying it will be guaranteed by Christmas or it is free and 3 different chat transcripts from customer services agents saying my jacket will be delivered to be my Christmas. Thanks.

Business

Response:

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 Mr. [redacted] may have experienced. We understand our customer's urgency to have their gift selections shipped on time and without issue. However, our "Guaranteed To Get There" promotion was limited to some exclusions and terms and conditions. When 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 12/24/14 or the customer will get their item(s) for free. Who will qualify? (Must meet ALL criteria below) 1. If a customer places an order for one or more items starting on: o DSG - Promo Start Date: 12/4/14 2. The item has the "Guaranteed Delivery" icon (a gift box symbol). 3. 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}). 4. The item was not cancelled as out of stock 5. The item does not arrive on or before 12/24/14.Again, we regret and misunderstanding or inconvenience regarding our promotions. Thank you and best regards, DICK'S Sporting Goods

Consumer

Response:

Simply sending a canned message about the fine print doesn't resolve this compliant for me. I would like to know where I could have located those stipulations mentioned in the response from the company. On the website and my screen shot I sent, I didn't see anywhere I could click or be directed to to view those stipulations. It is easy to email stipulations after a promotion ends but this type of false advertising really needs to stop and being more transparent needs to begin. Where could I have located this information before I was purchasing the jacket? As I said I didn't see any link or anywhere they directed me to state those stipulations. Thank you.

Review: I ordered a Yankees away jersey as a Christmas gift from the Dick's website. As I wished to pay with cash, I had to go to my local Dick's store and order the item, which I did on Dec. 12. I was told the order was received and that the item was in stock - and that I could expect to receive it between 12/26/14 and 1/7/15. I received an email from the company on 12/29/14 -- three days after the first promised receipt date -- cancelling my order as it apparently wasn't in stock. As this gift card was a one-time use and don't intend to shop there for anything else, I called to get the cost of the item shifted to a check. (I want it back as cash -- getting this jersey elsewhere.) I was told by a supervisor named Kelly (who refused to give her last name) that they would send me back a new gift card that I would have to TAKE BACK to the store myself, where she promised that I could get the value for cash. I don't want this - I want my money and don't wish to return to the store. She offered a $25 gift card when I complained further, but I'm still dissatified and feel this practice is unethical.Desired Settlement: I want my money in cash and DO NOT want to make a trip to Dick's. I also want a gift card that could equal the cost of a sports jersey, which I was told 'no.' Bad business.

Business

Response:

Dear [redacted], Thank you for contacting Customer Support at www.dickssportinggoods.com. We are truly sorry to hear that your order was canceled and that you no longer have possession of the Gift Card used on your order. A request has been submitted via ID# [redacted] to have this Gift Card devalued and a replacement shipped to you via overnight delivery. You can expect to receive confirmation of this replacement via email with tracking details upon shipment. Once received you may take this card to your local store and they can process a cash out for you in reference to your request for a refund in Cash. As an additional courtesy you are being sent a $25 Gift Card for use in store or online. You will be notified of this via email as well. I hope that this information has been helpful. Please let us know if there is anything else we can do to assist. SincerelyCustomer Service Representative DicksSportingGoods.com

Review: I order a product from them, it never shipped out and then they canceled the order with out any explanation forcing me to take time out of my day to call them to get the reason.Desired Settlement: Compreable pair of shoes to the ones I order for the price I paid.

Business

Response:

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 that Mr.. [redacted] may have experienced. Due to the popularity and high demand of the clearance items, our site did cancel the order as the units in this size ordered did deplete during the process associated with sizing.While we know it does not make up for the disappointment, please note that our office did issue a $20.00 off online promotion. It is our hope that Mr.. [redacted] gives us another opportunity to demonstrate the ability to secure our customer’s satisfaction and restore confidence through our Omni-channel ordering processing. Thank you and best regards, DICK'S Sporting Goods

Review: Purchased a Dicks Sporting Goods Gift Card on line and when to redeem it I was unable to I was told by several employees they could not find my order even when I provided specific information I was told they needed to track the order I provide my e-mail address as well as my name and address. This gift card was $50.00 and while that is not a lot on money I believe a company must provide the product was in fact paid for. I understand they recently converted to a new system however that is no excuse for NOT resolving the issue for an item I clearly paid forDesired Settlement: I would just like to have the purchase price returned for the gift card I paid for and have paper work to support however I was told they was nothing they could do for me since they could find no record of the purchase

Business

Response:

Dear Revdex.com,

We have attempted to assist Ms. [redacted] with the referenced gift card, but the documentation referenced by Ms. [redacted] does not match our records, which would include a "web order number." We also searched our system with all other contact information provided by Ms. [redacted], but we were unable to locate an order.

Thank you,

DICK'S Sporting Goods

Review: Purchased item from online store. Was told by customer service order was cancelled due to wrong price on item. I would like the item for originally listed and purchased price.Desired Settlement: I would like the item I ordered, or similar. At the purchase price I bought it at.

Business

Response:

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.

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

Review: Purchased a product with guaranteed delivery buy Christmas or its free. Did not receive, still have not received my money back.

I ordered a snowboard on 12/20/15 from Dicks Sporting Goods. This product had guaranteed delivery by Christmas or the product would be free. Order [redacted] was not shipped until 12/23 and was not delivered until 12/28. I have contacted Dicks now twice to request my refund be processed. I still do not have my refund. They are not making good on their word and I want my money refunded ASAP. They said they are investigating my case and that would take 3-5 days. Over 10 days later I still do not have my money back. Also a manager was supposed to call me back last week and I still have not heard from them. I will never ever shop at Dicks again since they are a bunch of thiefs.Desired Settlement: I want my money back for order [redacted]

Business

Response:

Dear Revdex.com,

In reviewing this matter, Ms. [redacted] has contacted our offices regarding her Guaranteed to Get There (GTGT) claim and she was advised that her claim was currently being reviewed. The most recent update within Ms> [redacted] shows that the credit was applied to the original form of payment and a confirmation email was sent to the email address on the original order today, January 14, 2016.

Thank you and best regards, DICK'S Sporting Goods

For the third time I have made a trip to the store nearest me, which is still quite a drive, to purchase items that are in the ad. For the third time they have not had these items. This last time I called and associate tells me they have sold out, the next day a coworker tells me they have them so the following day I make the drive and the associate tells me they just ran out the night before. The associate I spoke to on the phone didn't even look or try to find out. This was their last chance for my business.

Review: I purchased a Garmin brand Vivo Smart from the [redacted] Dick's Sporting Goods store on 12/5/14 as a present for my fiance. when I opened it a few days later to make sure it worked, I immediately noticed that the charger was missing and the instruction manual. later that day on 12/10/14 I went back to dick's to exchange it. when the manager took everything out of the box and had already grabbed another one from the glass case area to exchange, while handling both of them he then told me that the Garmin I had was a display model and non operational. after that the manager said that I could not exchange or get a refund on the item. the manager then left the area and when he returned 20 minutes later he said that he had watched the video of the purchase, and that the item in the box at the time of purchase was not a display. I asked how he could tell on camera since he had been handling the item for a good 2 minutes before he realized it was a display originally? he gave me no answer. he then mentioned that another store in the district had their display model stolen recently. I then asked to speak with their district manager and he refused to give me the number, instead after much delay he gave me their corporate number. I then left the store and I called their corporate offices the next day and gave then all of the info on my receipt, they called back about 4 hours later and said that they could not do anything about it. later that evening when I got off work I returned to the store again and was told the same thing, when I asked again to speak with their district manager I was told no and that they were going to have me removed from the store. minutes later when the police came, I was told that they are a private business and I was being kicked out because they have the right to refuse to do business with me. so now i'm here, short $180 and I do not have a gift for my fiance.Desired Settlement: I just want what I have already paid for, or my money back.

Business

Response:

Dear Revdex.com, In reviewing this matter, our office was able to see on Mr.[redacted]'s loyalty account that he was assisted with a full refund of $180.19 on 12/12/2014.Thank you and best regards, DICK'S Sporting Goods

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID 10343528, and find that this resolution is satisfactory to me.

Review: I ordered equipment from their website on 3-23-15. I did not receive the equipment within the estimated time stated by the order, but I received emails confirming both the order and shipment of the order the next day. However, the order was never received and no attempt was made to inform me or rectify the situation. I spoke with several customer service reps. The first told me via online chat that the item was out of stock and that they meant to reimburse me, but hadn't yet. Then I called and the rep told me it would be delivered by the end of the day 3-30-15. Then I called again and though I couldn't understand what the foreign rep on the other end was trying to tell me she did indicate that I would not be getting my order and that they would reimburse me on a gift card. I'm done with Dick's.Desired Settlement: I would like an apology. I would like a refund immediately. I have closed my Dick's credit card account and wish to have any and all information that Dick's has on me including name, address, phone, and Scorecard info to be erased from your databases permanently. I will never give Dick's my business again.

Business

Response:

Dear Revdex.com,We are very sorry to hear of the disappointing experience Mr. XXXXX 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 Mr. XXXX's order, it shows that we sent the merchandise out UPS from our warehouse on 3/24/2015. The tracking never updated meaning it got lost in transit and never scanned at the UPS Hub. When Mr. XXXX 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 Mr. XXXXX.On 4/2/2015 Mr. XXXX's account was credited the total amount of $86.89 to the original form of payment. We have also granted Mr. XXXX'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 Mr. XXXX received regarding his order and feel very badly that as a result we lost a customer. Sincerely, Dick's Sporting Goods

Review: Did not honor their Christmas advertizement on their web site page. Stating if it not delivered by 12/24/14 its FREE.

On 12/13/14- I was shopping on line for the "Core Fitness 5-50lb adjustable Dumbbell set". I found it on Dickssportinggoods.com. Dicks was running a Christmas special guaranteeing delivery by Dec 24 or it's "FREE". So I purchased the dumbbell set. After completing the on line purchase I received an e-mail confirming the order.

The e-mail stated:

Your order has been successfully submitted

Your Order Number: [redacted]

Est. Delivery Date: IN STOCK: You can expect to receive your items between 12/16/14 and 12/18/14.

Now after shutting down my computer and feeling good about my purchase and that it will be here before Christmas. I find out a couple days later when I got back on my computer, that the item is out of stock and back ordered.

E-mail read:

Your order included backordered or advanced sale items that are unavailable for immediate shipment. Once the product becomes available you will receive a new order confirmation e-mail.

Nothing stating that the order will not be here by the promised date. Just that it's been back ordered.

On 12/17/14-I received another e-mail stating:

Your order has been delayed.

On 12/24/14- I received another e-mail canceling the order, apologizing and offering me 10% off an item.

E-mail Read:

We regret to inform you that despite our best efforts, we are unable to fulfill the backordered item you recently ordered due to lack of inventory. Your order will be cancelled.

After numerous calls and attempts to get them to honor their part of this agreement. I was told that they couldn't send me the dumbbells free of charge because it has been canceled by Dick's not by me! From their last e-mail you can see they canceled the order on 12/24/14. The date it was promised to me. Nice move Dick's!!

So bottom line is I have documentation stating the order was successful, the item is in stock and can expect delivery between 12/16/14 and 12/18/14. You were not able to fill the order therefor you need to honor the agreement made to me at the time I purchased it.Desired Settlement: I want them to honor their commitment made during my purchase. "If we can't deliver it by 12/24/14 its FREE. I want them to ship the item to me free of charge or store credit for that amount.

Business

Response:

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 availability. We understand our customers’ urgency to have their gift selections shipped on time and without issue and we truly regret any disappointment. Due 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 availability. With 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 conditions. When 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 12/24/14 or the customer will get their item(s) for free. Who will qualify? (Must meet ALL criteria below) 1. If a customer places an order for one or more items starting on: o DSG - Promo Start Date: 12/4/14 2. The item has the "Guaranteed Delivery" icon (a gift box symbol). 3. 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}). 4. The item was not cancelled as out of stock 5. 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 item. Due to the level of escalation displayed by Mr. [redacted], we also offered to assist in placing an order with 25% off a future order. He refused all assistance and accommodations offered. Again, we regret and misunderstanding or inconvenience regarding our promotions. Thank you and best regards,DICK'S Sporting Goods

Consumer

Response:

Mr. BakerI do not except this answer and would like you to submit my response for Revdex.com to Dick's Sporting Goods. Dear Dick’sIn response to your lame excuse for not honoring you’re guarantee. I find it hard to believe it’s legal and I know it’s not ethical for you to cancel the order at 3:43PM by e-mail on the day it was promised. (One day before Christmas I might add) Then to get out of your obligations you want to fall back on your fine print stating the order was canceled due to lack of inventory. I feel my claim has met all the criteria below for the GTGT promotion and you are obligated to either send me the weights free of charge, or a store credit for the purchase price.I also find it offensive that you believe offering a percent off another item would make things alright. I’m sure Dick’s would appreciate your ability to turn a loss back into a profit. I'm not falling for it! Man up and do the right thing!I have also filed a complaint #[redacted] with the Ohio Attorney General and contacted our local new Trouble Shooter [redacted]. Now after stating all that lets go through the Guaranteed To Get There (GTGT) promotion Fine print.1. If a customer places an order for one or more items starting on: Promo Start Date: 12/4/14: Order was placed on 12/13/142. The item has the Guaranteed Delivery Icon (A gift box symbol): The item did! (That’s how I found out about the offer!!) 3. The customer selected the appropriate shipping method (overnight, 2nd day, or Standard Ground): Standard Ground with the confirmation stating expected delivery between 12/16/14 & 12/18/14. 4. The item was not cancelled as out of stock: I did not received anything stating the item was canceled before the promised date of 12/24/14. The cancelation e-mail came on 12/24/14 at 3:43PM. 5. The item does not arrive on or before 12/24/14: I did not receive the weights on or before 12/24/14.

Review: I placed an order for 2 items on 11/30/2014 on the Dick's Sporting Goods website. The 2 items were a Clam BIGFOOT XL2000 ice house for $21.00 and a Clam BIGFOOT XL4000T ice house for $21.00. The original prices on the items are between $249.99-349.99. They were both advertised for $21.00 each item and stated that both items were In-Stock. I placed my order for both items, with the total coming to $44.99 shipped after taxes. I called Customer service and confirmed my order and that both items were Indeed In-Stock. I received a confirmation email for Dick's Sporting Goods the my order has been accepted and is processing. I waited for 2 days with my order and I again called Customer service concerning my order. The customer representative and his supervisor both confirmed that I will be receiving my order and that Dick's Sporting Goods WOULD honor my order. Well later in the evening I received and email for Dick's that my order has been cancelled due to the item being Out-of-Stock, but their website CLEARLY states that BOTH items are still In-Stock. I again called their customer service department and they informed me that they WILL NOT honor that order because the price was to low for them to honor, even though it was advertised for that price at the time of my purchase. I as a consumer, feel cheated. If they were not willing to honor that price of $21.00, than why was it clearly posted on there website. They are still saying that both items are out-of-stock, but yet they still have them online status "in-stock"? I am VERY unhappy with how Dick's Sporting Goods is handling my situation.Desired Settlement: I would like Dick's Sporting Goods to HONOR my order. I am willing to pay for both items for their advertised price of $21.00 at the time of my purchase.

Business

Response:

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 Clam Bigfoot Ice Fishing Shelter on 11.30.14. 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

Review: My son purchased a scope to be put on a gun he purchased brand new a week earlier at [redacted]. After the employee put the scope on, my son went to site it in. After three shots, the scope came off the gun. They had cross threaded and stripped the holes. When I contacted corporate the next day, November 24, I was placed on hold for over 7 minutes then transferred to pittsburgh mills store. The manager said I can either have the gun sent out to winchester to have them repair the gun or take it to a local gunsmith. After speaking with my son and husband, it was decided that the gun needed to be replaced. I contacted the manager, [redacted] at pittsburgh mills and said that we wanted the gun replaced. He had said that he needed to check into the procedures and contact me back. The next day, Tuesday November 25th, my son receives a call from [redacted] at pittsburgh mills that the gun had been fixed however, he needed to get a different scope on the gun. The scope the sales person sold to my son was not the right scope. We informed the manager we wanted the gun replaced. No one authorized for Dick's to do anything to the gun. The manager was not in on Tuesday but, I was told he would call me on Wednesday. I have not received any calls back. I called again to the corporate office and asked to speak with a supervisor or someone who oversees pittsburgh mills store. I was told that there was no one that could speak to me.Desired Settlement: I would like the damage gun replaced or $486.00 that was paid for the gun and reimbursed for the scope and materials $63.01. total of $549.01

Business

Response:

12/22/2014Revdex.com Complaint # 10323152Dear Revdex.com,We apologize for the experience Ms. XXXX 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 merchandise. After 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 12/22/2014 to ensure everything is working fine with the firearm and the family is satisfied. He spoke with Ms. XXXX 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.

Review: On 12/17 I ordered two items from Dick's website, both items indicated Guaranteed Holiday Delivery if the order was placed by 12/19 and standard shipping was used. My order was accepted and authorization for both products put thru on my Visa card, the email confirm said both items were In Stock. By 12/21 one item still had not been shipped, so I called for status. The rep said that the product was located and would be shipped; I should receive it by 12/24 and if I did not it would be free. On 12/23, I received an email that my order was cancelled. I called at 8:30am, and spoke to Monica. First she said it was cancelled due to a promotional error. She put me on hold to check, and came back and said it was out of stock. I asked if when it was back in stock I would get it for free since I did not receive it by 12/24. She said she did not have the authority to approve that; I needed to call back after 9am. I tried at 8:45am to order the item again on the website and was able to add it to my cart, there was no indication it was out of stock. I called at 4:45pm and spoke to Ruth. She said again it was cancelled due to a promotional issue, so I asked to speak to a supervisor. At the same time I went to the website and was still able to add the item to my cart without it saying it was out of stock. At 4:55pm, I was connected to Cullen the supervisor. He said my order was cancelled because it was out of stock. Then he put me on hold and came back and said a truck must have come in because there were now 33 in stock, so I could place my order again. I asked if the item would be free. He said no, because my order was cancelled and I would need to reorder, the item was not shipped by 12/24, therefore the guarantee does not apply. But I have a copy of the guarantee which states the item had to be ordered and credit authorization had to go thru by 12/19, both of which are true for my item. It says nothing about the item being shipped before the 24th.Desired Settlement: Based on these conversations, I do not believe Dick's would ever honor the guarantee and send me the item for free. I think the purchase was handled the way it was by Dick's just so that they would not have to honor the guarantee. I am going to order the item from Amazon for the same cost so that I get it by Friday, 12/27. I want Dick's to send me the cost of the item on their website ($49.99) so that I can apply it to the cost of buying it from Amazon.

Business

Response:

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 Ms. [redacted] may have experienced. We understand our customer's urgency to have their gift selections shipped on time and without issue. However, our "Guaranteed To Get There" promotion was limited to some exclusions and terms and conditions. When 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 12/24/14 or the customer will get their item(s) for free. Who will qualify? (Must meet ALL criteria below) 1. If a customer places an order for one or more items starting on: o DSG - Promo Start Date: 12/4/14 2. The item has the "Guaranteed Delivery" icon (a gift box symbol). 3. 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}). 4. The item was not cancelled as out of stock 5. The item does not arrive on or before 12/24/14.Again, we regret and misunderstanding or inconvenience regarding our promotions. Thank you and best regards, DICK'S Sporting Goods

Review: I purchased 2 items on line with guaranteed Christmas delivery and received 1 item and the other item they say I will not receive till after the first of the year. They clearly stated that if not delivered by Christmas that the item would be free. I talked to customer service about the issue a they are now telling me that the one product that I will not receive before Christmas is not eligible for the guaranteed by christmas delivery. It was not told or mentioned when I placed my order. What a crock. I just want my money back and Iwill never shop there again. My child will be missing out on a christmas present because of this. They did however tell me if I would like I could go to the store and buy the item and return the one that was shipped. What a crock if I wanted to go to the store and get it I would have done it inthe first place. Now I dont have a xtra $200 to lay out to go buy another one to replace there so called guarantee.Desired Settlement: I would at this point have them reimburse me like the advertisement says.

Business

Response:

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 misunderstanding or inconvenience regarding our promotional offers. DICK’S Sporting Goods does reserve the right to include terms and conditions with any promotional offer or coupon. Specifically, when 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 12/24/14 or the customer will get their item(s) for free. Who will qualify? (Must meet ALL criteria below) 1. If a customer places an order for one or more items starting on: o DSG - Promo Start Date: 12/4/14 2. The item has the "Guaranteed Delivery" icon (a gift box symbol). 3. 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}). 4. The item was not cancelled as out of stock 5. The item does not arrive on or before 12/24/14.In reviewing Mr. [redacted]'s order specifically, the item he is requesting reimbursement for due to arriving on or after 12/24/2014 did not quality for the "GTGT" promotion as it did not display the "Guaranteed Delivery" (a gift box symbol) icon.Again, we regret any misunderstanding or inconvenience regarding this situation on behalf of DICK’S Sporting Goods.Thank you and best regards,DICK'S Sporting Goods

Review: On 7/12/15, I visited your Hurtsbourne Store, I had been shopping on your website and I had saw some shoes that I wanted to purchase, I was told online that the shoes were in stock and able to be picked up that same day at the store. I was upset to find out after driving to the store that the shoes were not in stock at this store as told by the internet. That was my first problem. I began to leave since I was unable to make the purchase and as I was leaving I saw some Beats headphones being displayed for sale in a glass case. I stopped because I saw that they were on sale. I saw a pair that I wanted to buy and the sign said that they were on sale for $199.00. They were a pair of wireless beats. When I attempted to purchase the headphones the computer registered them as being $379, when I asked the cashier why the discrepancy, she went to verify the price that was displayed and since everything checked out, she told me that she had to get a manager to approve it due to the large price difference. He came and inspected the situation and told her that she could go ahead and sell them to me for the $199 which is what was displayed, but they had to get some type of override. This involved the store manager. When the store manager came up to the area he kept looking at the price and then said that someone had placed the wrong sign on the headphones, when I pointed out to him that the headphones were wireless and the sign said wireless also he then paused and attempted to look up the price again on the internet or something. He then tells me again that even though they are displayed for the $199, since they are ringing up so much more ($379) then he can't sell them to me for that low of a price. Instead he offers to take off ten percent. Now in spite of the fact that these headphones are in a glass case being advertised at a lower price he refuses to sell them to me. I am even more angry at this point because not only have I came into the store to buy shoes that were said to be in stock via internet, I find out that they aren't and now I am told that I cant get some headphones for the price that they are being sold for because the computer says different. This manager then tells me that the price is wrong and it goes to a different pair of wireless beats headphones. Then he says that had the price been correct on the ticket I saw he could sell them for the $199, he said this 5 minutes after telling me that he could not sell them for that price because it was too much of a price difference. I should have been able to purchase the headphones for the price that your store had displayed for them. Even if it were the wrong price that was not my fault and the store should have taken responsibility for that and made the situation right by selling me the headphones for the $199. That is normally the way other stores do, if they make a mistake in pricing then they sell it to the customer for the lower price, and not tell customers that they cant do it because its too much of a difference in price.Desired Settlement: I think that I should be allowed to purchase the headphones for the $199 since that is what they were being advertised for.

Business

Response:

Dear Revdex.com,We are sorry to hear that there was confusion around pricing during Mr. XXX's recent visit to Dick's Sporting Goods. Mr. XXXX also contacted our Corporate office and left a voicemail which was received on 7/14/2015. Since that date, we have tried to contact Mr. XXXX to discuss this experience. Mr. XXX contacted us again on 7/17/2015 but our Representative handling the case was away from her desk and missed the call. When trying to return the call shortly after, we received Mr. XXXX's voicemail.We have investigated this matter with the Hurstbourne, KY Dick's Sporting Goods. Mr. XXX was interested in purchasing "Beats by Dr. Dre". We have this merchandise in a glass case with several different varieties. The sign in the case advertising "Beats" for $199.00 were for a specific wireless tower Beats item and not the Wireless Studio Beats Mr. XXXX took to the register. The sign most likely got shuffled around from associates grabbing merchandise from the case but it clearly stated the product that was on sale. Once the correct pricing was confirmed the manager assisted by offering 10% on the item and the whole transaction for the confusion. The customer did not accept in the store the day of visit. We are very sorry that it appeared the sign was advertising the wireless studio beats. In an effort to assist we will still honor a 10% discount on the wireless studio beats or a future purchase. We also understand Mr. XXX was viewing shoes on our website and was told that the shoes were in stock and able to be picked up the same day. We were unable to find an order placed through our Buy Online, Pick -Up in store ordering system but would like to obtain additional information regarding the item so we can check inventory for Mr. XXX and also identify if we have a website issue.We suggest Mr. XXXX contacting us directly at ###-###-#### between 8:00 a.m. - 6:00 p.m. EST. Sincerely,Dick's Sporting Goods

Consumer

Response:

It was not my fault that your employees had the wrong sign for the product. A ten percent discount is not worth my trouble, I was told by another manager/supervisor that I could buy the headphones for $199, the reason the other manager was retrieved was so he could do an override. It is not right for someone to tell me that I could make the purchase and then when another associate realizes that a mistake was made on your company's behalf then I am told that I can't make the purchase. It really does not matter at this point because I have found the beats headphones at another store for a cheaper price then your store is willing to sell. So I do not accept your ten percent. As for the shoes, I did not say that I had placed an order, I went onto your website to make a online purchase, but prior to doing so I was able to have the computer check to see if I could come and pick the shoes up in the store, I was told that I could at your location and when I got there I was told that you did not have the shoes in stock. To resolve these issues I just will no longer be shopping at any Dick's stores. Since it is such a problem for your company to sell me headphones for the price that was displayed, then its a problem for me to spend my money in your store. Out of customer courtesy it would not have hurt your company to honor that price since it was in fact your error. You have lost a regular customer over a pair of headphones. Thanks for your time.

Review: To begin I originally tried to make the purchase online but continue to get an error stating the CVV Code was incorrect! I called my bank and confirmed the information I was imputing was all correct and that they were seeing the authorization for the purchase there and had accepted it! I than called into the customer Service Line @ [redacted] I explained the issue, they confirmed all information and tried to input the order. Both the representative and supervisior were unable to complete the order. I got back online and completed the purchase with a different card, however later I was still frustrated and decided to check a local store, found that they had the same product so I again called the customer service number after confirming I did not have an email station it had been shipped and request they cancel the order. They said they would submit the request to cancel it. A day or two later I received a confirmation email that they shipped the package. Once I received the package I called customer service and asked for proper return instructions, I was told they would e-mail me a shipping label with a tracking number on it and I'd get it in the next 24-48 Hours. The label was never received so a couple days later I had to call back, I was informed the request wasn't done correctly and they'd get me out another one. Two days later I still did not have the label so I called back, requested a supervisor and explained the problems I've had since day one! She advised she'd not only try to email me an additional label but also mail me one and email my boyfriends email. I finally received the label a couple business days later via my email, never did I receive the physical label in the mail. I shipped back the package and have been tracking it per the tracking number. Per the tracking on UPS it was delivered November 7th. I called customer service on Monday November 16th and asked when my refund would be complete. Per the representative I was advised the refund was submitted for processing but there was an error with it. I was advised her submitted that to be corrected and I'd have the refund within 24 more hours. I gave it two more business days and I still didn't have the refund. At that point I called customer service again, the woman I talked to at that point had no idea what I was referencing and advised me it normally takes 3-5 business days for the refund. I asked for a supervisor, waited on hold for several minutes, the representative than came back and advised me that a supervisor would contact me in 1-2 days. I advised that's unacceptable and that I want a manager at this point, again I was placed on hold. When I got a supervisor by the name of Sasha on the line, I advised her I requested a manager when I was advised I'd have to wait two business days for her to return my call. She advised me there was no one above her and that she's a supervisor. I asked again if there was anyone above her, she said no, not that's available. She than advised me from when the return is received it's ten business days for processing of the return and an additional 3-5 business days before I will receive the refund. I asked why I wasn't advised of that to begin and that both representative told me 3-5 business days which it's been eight. She did nothing to address my issue but to continue to talk over me and repeat herself. I strictly want the money that is rightfully mind refunded to me. My entire experience with this company has been absolutely horrendous and I'm extremely frustrated with the number of calls I've had to make that have gotten me no where.Desired Settlement: For said charge of $91.36 to be refunded to my card immediately.

Business

Response:

Thank you for notifying us if Ms.XXXX's experience. We are very sorry for the poor customer service experience Ms. XXXX received. Our records indicate that on 11/21/2015 the credit was processed for $91.36. We understand Ms. XXXX's frustration in receiving this credit in a timely manner. We will work to improve in this area. We are very sorry for the delays in getting the return label to Ms. XXX and will review the call history to understand the break down in communication. Our goal is relentless improvement and this will allow us the opportunity to do so.We thank Ms. XXXX for her patience and apologize for the inconvenience.Sincerely,Dick's Sporting Goods

Review: I ordered (order number [redacted]) this shirt as a Christmas gift; unfortunately it did not get to me before I left town. I assumed it would have been left at the office of my apartment complex; instead it was returned to Dicks. I was not even notified of this and only found out by tracking the package. I called 8 days after they had received the package because I had not received my money back. The customer service rep informed me there was nothin she could do and I should wait an additional 2 weeks to see if my money will be returned.

Long story short! I have no shirt and no money. NEVER AGAIN!Desired Settlement: Since I did not receive the item I would like my money back!

Business

Response:

Dear Revdex.com,

We have reached out to Ms. [redacted] to bring this matter to a satisfactory resolution.

Thank you,DICK'S Sporting Goods

Review: Purchased a pair of shoes online on 8/2/13 during free tax weekend in Missouri. Shoes were to be shipped free of charge and should have arrived by 8/9/13. Received email on 8/9/13 telling me order was cancelled. Called customer support to ask why order was cancelled and was told there was a problem with Dick's inventory. Chose another pair of shoes and asked that the tax be waived, my discount applied, and shipped at no cost to me for arrival no later than 8/14/13. They refused to refund both tax and shipping, even though my original order would have included that and the shoes would have been here in time for school. I was treated rudely and inappropriately by [redacted], Customer Service Manager. I think that they should have credited me for both tax and expedited shipping since this was not my error, but theirs.Desired Settlement: I want the tax and shipping waived.

Business

Response:

It is always DICK’S Sporting Goods goal to ensure our customer’s satisfaction.

Please know that we regret any inconvenience or disappointment that Ms. [redacted] may have experienced related to her online attempts to purchase footwear and had her orders cancelled. DICK’S Sporting Goods is committed to ensuring a positive and friendly experience of shopping online and we would like to apologize for the lack of product availability, service or assistance that Ms. [redacted] had on and after 8.2.13 with the online support team.

We are delighted to see that Ms. [redacted] did visit our [redacted] store on 8.14.13 to purchase footwear. We would like to extend our appreciation for her business over the years and we will be sending her a gift card that will cover any tax that she paid on that purchase and in appreciation for taking the time to share her online experience with our office.

It our hope that Ms. [redacted] continues to make DICK’S Sporting Goods the destination for her fitness, athletic and outdoor destination. If Ms. [redacted] has any other questions or concerns, she may contact our Customer Service team at ###-###-####.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

DICK’S Sporting Goods

345 Court Street

Coraopolis, PA 15108

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. This is more in keeping with the service I have come to know and enjoy from Dick's Sporting Goods.

Review: I purchased a Diamondback bicycle from Dick's sporting goods on 7-26-2014. One of the main selling points was that the bicycle included a warranty from the manufacturer. This information is in the owner's manual. On 9-10-2014 (less than 7 weeks later) the bicycle is broken. I called the store and spoke with their Manager Patrick who indicated that there would be a charge for the service. That they did not cover the warranty. This is nonsense. They sell bikes with warranties, have a repair center and then don't honor the warranty. I don't want to pay to bring this to another location and a different dealer will likely be more reluctant to fix Dick's sporting goods problem. Apparently Dick's does this so often that Diamondback has specifically listed it on their website that Dick's is lying and that all warranties need to be handled at the store:http://www.diamondback.com/support-faq-frequently-asked-questions At this point I just want a refund. I don't wish to do business with either of these companies. They are both sending me back and forth. I paid money to Dick's, I want my money back from them. They can fight with Diamondback themselves.Desired Settlement: Since I purchased this was a Dick's Credit Card, please cancel the credit card and provide a check for the full amount.

Business

Response:

Dear Revdex.com,

Our office has worked with Mr. [redacted]'s local store to have a refund issued as the customer refused assistance by our bicycle technicians and/or Diamondback.

Additionally, Mr. [redacted]'s account has been closed per his request.

Thank you and best regards,

Review: I bought a baseball bat for my son online through Dick's Sporting Goods website in April 2015. The bat came with a 1-year warranty. I have already had to warranty it once before. In that instance, I was told by customer service that I could take the bat back to my nearest Dick's location and exchange it for another bat or receive a store credit. The store did indeed take back the bat. I received the store credit in the form of a Dick's gift card and bought my son another bat online at the Dick's website, using the store credit from the first bat.

The new bat also had to be replaced within the first two months of use. Customer service once again told me that I should take the bat to my nearest Dick's location and return it for a new bat or store credit. I drove the 35 miles to my nearest Dick's only to be told by the manager that he can't return bats (even though this exact same location did that very thing not even two months previous). I was told that the warranty was a manufacturer's warranty and could not be honored by Dick's (even though this was never told to me by the customer service rep in either instance). I contacted the manufacturer who is now telling me that I must have the bat replaced by the retail establishment from which it was purchased. Now I have a broken $200 bat that didn't even last three months and nobody will take it back or offer a refund.Desired Settlement: At first, I simply wanted a new bat for my son. Now I would like the entire purchase price refunded as I will never buy another item from Dick's Sporting Goods.

Business

Response:

Dear Revdex.com,DICK’S Sporting Goods is committed to ensuring a positive customer experience. We regret to hear of Mr. [redacted]’s complaint regarding his recent bat purchases and our return policy. While not all products are available for return, we do strive to equip our customers with clear and convenient options when encountering a product with a manufacturer defect. We apologize that we missed this goal when working with Mr. [redacted] at his local store. For that, we want to offer our sincere apologies. We have emailed Mr. [redacted] an the instructions provided by Mizuno for his bat warranty claim, along with his proof of purchase. Again, we regret any misunderstanding and inconvenience regarding our return policy. Thank you and best regards, DICK'S Sporting Goods

Consumer

Response:

I have not received an email with my proof of purchase so the manufacturer will not warranty the bat. The company's response said that an email was sent but it was never received. Please have them resend.

Regards,

Business

Response:

Per the request of the customer, we have resent the email with the proof of purchase to the email address listed in this complaint: [email protected]. Thank you,DICK'S Sporting Goods

Consumer

Response:

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