Dick's Sporting Goods Inc

Review: I bought an expensive elliptical machine on 9/14/12. It was delivered on 9/26/12. The delivery people put it together in my home. I have not been able to use it at all because there was an extreme rubbing/scraping sound when trying to ride it. called the repair service, they came out a week later and found that the noise was coming from a defective metal part which was a manufacturer's defect and they took a picture with their I-phone and they were supposed to get another part from the manufacturer and when it arrives they would make another appointment. Well in the process of them taking it apart, they loosened the opposite side and is wobbly and cannot even use it. I have been getting runaround answers from the service dept ###-###-####. and then found out from service dept that they never shipped the part. It's going on 5 weeks from purchase date. I need you to contact them immediately and they need to fix it immediatley or come back and pick it up and I will dispute my credit card and not make any payments. I'm giving you a chance to get them back over here to fix it immediately or they need to pick it back up and I'll go to another store and buy one. I haven't been able to get anywhere with the service dept and it is under warranty for 1 year. I have never used the machine, I even tried calling Dicks in schaumburg and they manager wont come to the phone. they keep referring me back to the service dept who wont help me. This is not fair. You need to fix the problem before the return policy date is up.Desired Settlement: you need to call this dicks sporting goods svc dept ###-###-#### . they call themselves 6th man support. You need to do this today. The place is playing games with me. I cant use my machine. I cant get them to come out here. I have a warranty good for a year. They won't answer my questions on the phone. No one seems to have the answers and I could have gotten a new one by now for another company.

Business

Response:

Dear Revdex.com,

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 fitness unit.

We understand the importance and integrity of having a customer's fitness unit installed without issue. We would like to extend our sincere apologies for the complication with fitness unit.

Through further researching Ms. [redacted] concern, it appears that there was an issue with a metal part on the unit. The tech was able to fix the unit so that the customer has a working unit. The service was completed on 10/24/12.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

Review: On 6/10/15 my girlfriend and I placed an order for a Top Flite Women's Blade 1.0 Putter RIGHT HAND 33 INCH No Dim. This item has an item number of 15314764. This order was placed on the Dick's Sporting Goods website. The original order number is [redacted]8. The putter in the picture is a Top Flite Aero Blade (1.0 Putter); however, the putter that was received was a pink Top Flite blade putter (which eventually was presumed to be the 2.0 putter by one of the senior supervisors . I called Dick's back to get the issue resolved and they assured me that it was a mistake and that they too see that we should have received the Aero putter and apologized for the inconvenience.

A new putter was sent and received on 6/14/15. Once again, it was a pink putter and I called again to try to get this issue resolved. I again tried to be understanding of the situation and was calm and jovial with the CSR. They informed me to hold onto the two putters until I was sure that I have received the correct one and send all the incorrect ones back in the same box at the same time to save packing slips. They were polite as well and assured that the proper putter was going to be sent and apologized for the further inconvenience.

On 6/18/15 the 3rd putter was sent and was received on the 19th. I was, however out of town for the week, but when I got back, I opened the box only to find I had a third putter that was pink and incorrect. This time I was pretty annoyed but remained calm and spoke to [redacted] (a CSR at ext. [redacted]) and she stated that a "bin check" was needed to be done. I requested to speak to a supervisor this time. I was transferred to [redacted] and let him know that I was very annoyed and confused as to how they could not get this correct after three tries and the third time there being heavy notation to make sure the correct putter was sent.

[redacted] informed me that a "bin check" would be done and that he would call me back the next day. This conversation took place on Monday, June 29th at around 1pm. I have not received a call back yet and have called twice and left messages for [redacted] since then...it is July 8th now. I did speak to a supervisor, [redacted], on 7/3/15 after attempting to find out what was going on and he claimed that I would be contacted early in the week this week. I am through waiting as we are approaching a month of waiting for a putter that was ordered. I have seen this putter in stores sold as a part of a set and was told by [redacted] that it was not possible for them to take the putter out of the set and give it to me because it would cause an "inconvenience" on the stores part. What about the inconveniences that the customer has to go through by constantly calling and wondering what is going on with their order?

I have pictures of all of the putters, a screen shot of the web page indicating the item number as well as the picture of the Top Flite Aero women's putter that should have been sent, and also could get phone records to indicate my attempts at communication. On top of that I have all of the order invoices and a reference number for my "bin check" which is [redacted].Desired Settlement: On top of the delivery of the proper putter, I believe I deserve some sort of store credit and my money back. I have spent hours of time trying to get this resolved and buying product should not come as such a hassle. That may seem greedy but the way that [redacted] spoke to me was very off-putting to say the least. I was told that I "need to be patient and wait for the bin check."

Business

Response:

Dear Revdex.com,We are very sorry to hear of Mr. XXXXX's experience with a recent online order. Below details are action to resolve this complaint.On July 15, 2015 a customer service representative contacted Mr. XXXXX and informed him that we have the correct putter arranged to be mailed to him from our Asheville, NC store. Due to the multiple issues experienced with the putters shipped, we also extended a gift card for the inconvenience which Mr. XXXXX accepted.We are taking the feedback and information to our content team to ensure this does not happen to future customers.Sincerely,Dick's Sporting Goods

Review: On 7/10/2011 I went to Dick's sporting goods to look at their products to compare to other stores. On that day I was told they did not have the Proform ZR3 recumbent bike (item [redacted]) in stock though it had a sales price on the floor and a display model. None of the nearby Dick stores had units in stock, though they all had display models with the sale price listed. The following Tuesday on 7/12/2011 I again spoke to the sales associate and he had none in stock. He could not find it in the warehouse system and tried to get me to purchase a more expensive model. The store also has signs that say if it is not in the store, they will order it on line and deliver to your house free of shipping and handling. The store manager could not order the on the internet and get the free shipping so he did not investigate it any further other than to direct the associate to have me order the unit on line and pay the $70 for shipping and handling. No alternative from the store was offered other than to purchase a different model. The associate did not seem to be able to use their ordering system well and the manager did not appear to investigate and tried to have me purchase a more expensive differnt model without the features I was looking for. The store was in effect an internet demo store for this item and expected customers to order the item on teh web site and pay an upcharge for the shipping and handling to reduce the effect of the "sale" price. Customer support was called on the website and they disagreed with what the store said. They provided a corporate number to call during business hours to seek free shipping on the item as the store should have been able to perform. A call will be made on 7/14/2011 to the number provided at ###-###-#### to see if the item can be resolved.Desired Settlement: Dick's Sporting Goods to honor the sale price on items advertised in their store and be willing to stock the item or provide the item at the sale price without an upcharge. This seems like a bait and switch attempt or a false addvertisement attempt to "advertise" a false sales price.

Business

Response:

Dear Revdex.com,

DICK’S Sporting Goods is committed to ensuring a positive customer experience. We regret 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, including limiting the offers within a transaction or store visit.

It is important to note that DICK’S Sporting Goods does disclose the following terms and conditions throughout and on the back of all of our circulars:

· “Quantities vary by store.”

In researching this matter, our office was able to find that the management team worked diligently with Mr. Jones to find him the Proform Zr3 Recumbent bike. Mr. Jones purchased the unit on August 21, 2011 for the advertised price.

It is our hope that Ms. Jones continues to make DICK’S Sporting Goods the destination for her fitness, athletic and outdoor destination.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

Review: http://www.dickssportinggoods.com is advertising free 2 day shipping on orders where PayPal is used for your purchase. I made a purchase using PayPal on a qualifying item. However it was given USPS Priority mail shipping instead. The reason Dicks says is because I used my billing address as my shipping address which included a PO Box in the Adress line 2 section. So the websites program reads line 2 of the address before line 1 is my understanding. Make sense? No. If I put apartment 2 in address line 2 would it just send it to Apartment 2? No. Because of this and I ticked the check box to use my billing as my shipping Dicks says I should know that their algorithm will read my address from line 2 for my PO Box. Plain and simple they advertised free 2 day shipping and didn't follow through as of this.Desired Settlement: I want Dicks to either fix this issue or remove their Free 2 Day Shipping advertisement.

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 Mr. [redacted] may have experienced related to his online order.

We understand the importance and integrity of having a customer's online order processed without issue.

Through further researching Mr. [redacted] concerns, it appears that the address was entered incorrectly and UPS was unable to verify the location to deliver the item. We are able to confirm that the order was processed from our warehouse under the normal timeline for expedited shipping and once the error was received from the carrier we immediately intercepted and made the correction to ensure it was delivered.

Our team was proactive in resolving the mistake with the customer's address and met all expectations in regards to processing from our end. We believe this issue to be resolved.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

Review: To Whom It May Concern:I had very unpleasant shopping experience in Dicks Sport Goods, New Hartford store NY. The whole situation makes no sense to me at all!On 11/27/2014, the Black Friday Doorbuster Night, I went to the stores Firearm Department to buy 10/22. By following the State Law, I filled out and submitted the required background check forms. Then I was told that my background check was delayed. They told me that I have to wait days if not weeks for the response and I could still get the same promotion. Two weeks later, I called back to check the status, in the first call I was told that they could not find my documents and asked me call later again. In the second call, I was told that because they still could not find my documents so I needed to go there physically to file the form again. So I got there and then was told that I could not refile because my status was VOID since the FBI didnt respond within three days. I left but there were so many unanswered questions I went back to Dicks again for answers. The guy in the firearm department told me that with the VOID status, I cannot buy any firearms from Dicks forever, even anyone lives in the same address. Then I asked how I could get rid of the VOID status? He told me that I could try to buy firearm in other gun dealers if I passed there I could buy firearm in Dicks, because it went through the same background check system or I had to appeal in FBI website. Then I bought a firearm in [redacted]. After that, I called Dicks, the manager of the firearm department picked up the phone, when he knew that I bought firearm in other dealer he was very mad and rude until I told him what I did was exactly what his guy told me, he soften his voice and told me that those information was totally wrong, which means, even I got PASS in other store my VOID status in Dicks still exist. According to the managers rule, I need to wait for 30 days after the first background check and refile again. 30 days later, I called the manager to see if I can refile the background check, he told me that I could do it but I didnt get the same promotion anymore because the background check was VOID. There are so many conflicts that I dont understand:1.On the Thanksgiving Night I was told that delay will be days if not weeks then why it was actually VOID in three days?2.If it is already VOID, why should I wait for another 30 days until I was allowed to refile? Waiting for 30 days wont change anything. That makes me wonder if this is because the manager doesnt want to sell me the 10/22 at the promotion price so make me to wait longer to make the excuse sounds more reasonable? 3.Many other firearm dealers told me it the FBI does not respond in three days the Law allows the dealer to do the transfer. I am just wondering if the Dicks law is deferent?4.After went through all those ordeals (including several times of one hour driving back and forth, and even bought another firearm from other dealer I don really need just to get rid of the VOID status in Dicks.) due to the fault explanations from different Dicks employees, the final answer I got turned out to be: YOU DONT GET THE SAME PROMOTION BECAUSE WE HAVE THE RULE!!5.As a customer, now I am afraid to shop in Dicks because I just dont know which are the employees rules, which are managers rules and which are the Dicks rules or do they simply create rules as they need. And which rules to follow. I just want an explanation from DICKs, Thanks a lot.Desired Settlement: I want an explaination from Dicks. I want the Blackfirday Doorbuster promotion to buy the 10/22. I want the compansation for all the loss of time and money cost by their conflicted rules.

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 the November 27, 2014 store visit to our New Hartford, NY retail location. In reviewing this matter, we do show record that Mr. [redacted] filled out the 4473 and the status update for this transaction was deemed “delayed” by the Federal Bureau of Investigation (“FBI”). For the purpose of clarification, all firearm transactions are submitted to the FBI database for a background check. Prior to proceeding with a sale, DICK’S Sporting Goods awaits a status update to determine if we can proceed with the sale or if it would be denied. The status updates would be either “proceed,” “cancel,” or “denied.” There is not a “void” status. If the waiting period upon receiving a “delayed” status exceeds 30 days, DICK’S Sporting Goods must then void the transaction as regulated by the Bureau of Alcohol, Tobacco and Firearms (“ATF”). Once the transaction is voided, the customer can resubmit their 4473. We want to take this opportunity to express our sincere apologies that the time line was not properly communicated to Mr. [redacted]. For this inconvenience, our office will issue a $50 gift card. We understand that this does not make up for the lack of communication, we do hope that we can restore Mr. [redacted]’s confidence in another purchase. 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: I purchased an extended warranty on a fit bit force in January of 2014. The fit bit came a part and I called up the customer service team at Dicks to initiate the warranty. When I originally bought the extended warranty, they indicated all I would need to do was return to Dicks if there was an issue. When I called up customer service, the told me at first that I bought the warranty through fit bit and I had to contact them. I then asked for a supervisor and they indicated that the warranty did not start until after the regular warranty ended and I would have to contact fit bit.I feel that since I bought a warrant through Dicks they should honor the warranty.Desired Settlement: Refund the fit bit price and cost of the warranty or replace the fit bit.

Business

Response:

Dick's Sporting Goods would like to apologize for the delay in responding to this complaint. We have been researching the online order and trying to locate the Dick's Sporting Goods warranty purchased for the customer's Fit Bit Force. Below is the information we have obtained.We were able to locate Order # [redacted], which is in the name of RXXXXX [redacted] not BXXXXX [redacted]. This order was January 7, 2014. With the Fit Bit Force product no purchase of an extended warranty was placed online at the time of initial order made by R. [redacted]. The Fit Bit Force ordered online was then exchanged at our Dick's Sporting Goods Store on January 10, 2014. This transaction is captured on [redacted]'s ScoreCard Account. There was no purchase on this date of an extended warranty applied for the Fit Bit Force.Since FitBit has a one year manufacturer warranty, we advise Mr. XXXXX to reach out directly to the manufacturer as previously discussed. They can determine if the Fit Bit Force is defective and honor the one year warranty. If Mr. XXXXX did purchase an extended warranty through Dick's Sporting Goods, we apologize that we do not have record of the product being registered or the warranty purchased. In order to best assist, we ask that Mr. XXXXX call our Corporate Customer Service Office at ###-###-#### so we can validate his warranty and submit a claim for the product. We would be more than happy to assist with the additional information.We apologize for the delay and inconvenience. Sincerely, Dick's Sporting Goods

Review: I placed an order on Feb. 26 for two pair of baseball pants for my sons. They needed these items for their first games two weeks later. The package was lost by UPS. I contacted Dicks to inform them and was told I had to wait six business days before they would do anything at all. I called after the sixth day and was told UPS found the package and would be shipping it to me. I just received the package two days ago Mar. 17. I called and spoke to a supervisor that told me to ship the pants back and call them when I did and they would refund my purchase of $74.90 right away. I went to UPS and shipped the pants back and came home and called Dicks. I called the Tier two department. I spoke to [redacted]. She said once they verify the tracking [she said takes an hour...why? it takes me 5 seconds] I will get an email verifying my refund. I then asked [redacted] "so in an hour I will have a refund?" she replied "yes". I never heard back from Dicks until today [next day]. I got an email saying they have been informed that my return is in transit and I will hear from them within fourteen [14] days regarding a refund. This is so unacceptable!!! I have been lied to many times by Dicks and the fact that it took almost a month to arrive and they don't care at all is despicable.Desired Settlement: I would like someone with some authority to contact me asap and let me know that a refund has been done.

Business

Response:

Dear Revdex.com,We are truly sorry for the inconvenience Ms. XXXX experienced with her online order.Our records indicate that a refund processed on 3/19/2015 in the amount of $74.90. Dick's Sporting Goods processes credits for returns once the item is received back at our warehouse. It was wrong for our Representative to explain that a refund would be processed within an hour of returning it to UPS. Generally, we state it could "take up to" 14 days to allow time for the customer to return the item to UPS, transit and our warehouse to receive and process. In Ms. XXXX's case it appears that she returned the items back to UPS on 3/17 and the credit was issued two days later, 3/19/2015.We are truly sorry to have disappointed Ms.XXXX. We are using this example as a coaching opportunity for the Representatives involved. Sincerely,Dick's Sporting Goods

Review: I bought a pair of Nike Vonmero shoes from the Dick's Sporting Goods Store on Skibo Road in Fayetteville, NC. The shoes have a defect in the right shoe. I originally thought the defect would work itself out, thinking it had something to do with an air pad. But after running in the shoe the defect did not go away. The defect is only in the right shoe. So I went back to the store to see what the store could do for an exchange of the shoes. I was told that Dick's does not take back Nike shoes. That I would have to send them back to Nike. I also asked if they could print out a copy of my receipt since I bought these shoes under my Dicks Reward card. They were able to verify I bought the shoes but wouldn't print a receipt. So I go no help from the store I bought the shoes from. I went through the Nike Return policy and paid $10 to ship them to be inspected. But they returned it to me stating that authorized dealers are able to handle these returns ant the store level. I have spent $120 on shoes, another $10 on trying to get what I thought I paid for. My desire is to have a good pair of running shoes.Desired Settlement: Just would like a replacement of the shoes.

Business

Response:

Dear Revdex.com,

Our office has successfully worked to find a satisfactory resolution for Mr. [redacted].

Thank you,

DICK'S Sporting Goods

Review: Day 1, made online order on Dickssportinggoods.com and selected closest store for pick-up. Purchase made with gift card and item showed available in-store.

Day 2, received order cancellation due to stock limitation. Tried to order the same item again and pick up from another store close by. Gift card showed no balance. Called customer service and there was nothing they can do.

Now with the item still in stock in another store, I am not able to use my gift card for another purchase. Is this how a customer service should react? Or they could simply ask me if I am willing to go to another store for pick-up? Now I don't have my item and don't even know where my balance went to...Desired Settlement: Even Dick's may re-initiate my gift card and send another card to me, I won't be another to re-order this item on-time. This is the last dick's gift card I would ever buy. So I definitely don't want to use my personal credit card for this order. Customer service's attitude was very unacceptable. And I want my $300 balance back on my card right way! Or Dick's can quickly change my order for picking up at another store. Or even ship it to me!!!

Business

Response:

We are truly sorry to hear of Mr. XX's experience with receiving a credit back to a gift card used to place an order online. Our corporate team reached out to Mr. XX by email to inform him that the credit of $298.65 was placed back on the original gift card (used for Order [redacted]) on 2/16/2015. If Mr. XX 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

Review: On 5/01/2013 I purchased a Nike duffle bag from Dick's Sporting Goods for $35.00 plus tax. I selected this bag on the recommendation from the aisle clerk to use as a baseball equipment bag. The clerk at the register suggested I purchase the protection warranty plan for replacement of the product for 1yr after purchase for $3.99. He said I would get a replacement product or a certificate for merchandise if the product had any problems. After minimal use, the bag ripped at the seam where the strap handle is attached. I contacted the Dick's "No Sweat Protection Plan" and was told it was under Nike's warranty and I would have to contact Nike. Apparently the Dick's plan is not valid and should not have been sold to me, because the Nike warranty supersedes it. I was told I could apply for a refund from Dick's on the warranty, but it would be prorated so is worthless 7 months later to bother. I contacted Nike and they say they are not connected with the Dick's warranty. In the meantime, I have now had to pay $11.99 (for a box and shipping) out of my pocket to send it back to Nike to see if they even will fix or replace it. I have now paid the price of the bag, a worthless Dick's warranty and shipping costs (about $54) for a bag I only purchased because I thought I was covered if it didn't hold up.Desired Settlement: I would like to know that Dick's is no longer misleading customers to pay for a worthless warranty plan that doesn't cover what they are purchasing.

Business

Response:

Dear Revdex.com,

DICK’S Sporting Goods is committed to ensuring a positive customer experience. We regret to hear of Ms. [redacted]’s complaint regarding her May 1, 2013 purchase of a NIKE duffle bag. We understand the importance of a product meeting the needs of the customers’ expectations for performance and/or durability.

In reviewing this matter, our office was able to see that the customer filed a claim and a refund was issued in January for $37.80.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

The information contained in this message and any attachments (collectively, the "Transmission") from Dick's Sporting Goods, Inc. or one of its subsidiaries contains confidential information and is intended solely for the named recipient(s). If you are not a named recipient, you are prohibited from copying, distributing or using this Transmission. Please contact the sender immediately by returning the e-mail and deleting the original Transmission.

Consumer

Response:

I did finally receive a refund from Dick's, but want to note that when all expenses and efforts are considered, it failed it it's original illusion of getting refunded for what I bought if it failed. The original purchase price was refunded, but not the warranty additional price, the $12+ cost of sending it to Nike first, many phone calls and emails to Nike and Dick's sending me to the other each time. The warranty I was sold sounded as if I would get a bag or a refund, but was costly and would not have finally produced anything for me (finally about $20 less than the monies I was out for a $35 bag). This was a very lightly used bag which tore at the seams. In the end, we purchased a Under Armour bag which is even lighter, much better made and is working out fine. In the end, I hope the result from this is that the warranty process is reviewed by Dick's and that people stop buying Nike products, because they are cheaply made and are out for a buck in their pocket.

Hi,

I just wanted to let someone know that this is the first order I've placed and purchased at Dicks and when I went to the local store at Coronado Mall in Albuquerque, NM the staff was extremely rude and just point led at the computer they use for online orders and refused to help me beyond that. Their computer didn't recognize my order number and I had to work for 15 minutes to get someone to help me. Once I finally got some assistance they had to search for my order for another 20 minutes and acted as though I was troubling them.

I'm really disappointed in my experience with this store as I had hoped I'd found a new place to shop for my kid's sports supplies.

I wanted to let you guys know as this has convinced me not to shop at [redacted]'s and I'm sure it's having the same effect on other potential customers.

Review: I placed an order over a week ago and spoke with 3 different representatives who assured me there was no problem with my order. Now a week later and a day before christmas eve, I get an email saying they cancelled my order for no reason. I ordered a whitesox sweatshirt, so I am confident that supply was not low, but it was rather a we cannot meet the guaranteed shipping time so we are cancelling the order. VERY POOR SERVICE!Desired Settlement: I am now left with no gift right before christmas and no time to place another order. I would like to be compensated and not to the store itself as I will never shop there again anyways.

Business

Response:

Dear Revdex.com,It is always DICK’S Sporting Goods goal to ensure our customer’s satisfaction. It is important to note that DICK’S Sporting Goods regrets any inconvenience or disappointment that Ms. [redacted] may have experienced related to an order cancellation.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 and delayed response time. We understand our customers’ urgency to have their gift selections shipped on time.Again, we would like to express our apologies for the cancellation of an order that was unable to be fulfilled. Our office will issue a $20.00 gift card for the inconvenience. We understand that this does not make up for the service issues over the holidays however, we hope that we can restore Ms. [redacted]'s confidence in another purchase. Thank you and best regards,DICK'S Sporting Goods

Review: This complaint is for web order number [redacted] from golf galaxy online on 28Nov13. First shipment attempt was made on 02Dec13 with tracking number [redacted]. UPS could not find address saying address given was a PO Box. This is in fact incorrect. The address given by customer was [redacted], which is not a PO Box. After speaking with UPS multiple times and trying to explain the address given was not a PO Box, UPS shipped the packages back to Golf Galaxy in Atlanta, GA. The shipment was delivered at the dock on 09 Dec 13. After contacting Golf Galaxy about the UPS discrepancy on 11 Dec 13, an additional address was given to Golf Galaxy, as this was Christmas gift, so that this gift could be delivered by Christmas. Golf Galaxy said they would ship to the new address as soon as they got to the dock and verified the package was at the dock. I contacted Golf Galaxy on 15 Dec 13, 16 Dec 13, 18 Dec13, 20 Dec 13, 21Dec13, 23Dec13 requesting they ship the purchase to the new address so that the recipient could get the gift by Christmas. After each contact a golf galaxy supervisor told me that they could send a request to the warehouse but had no control when they would ship it back out. Finally, after speaking with supervisor [redacted] on 23Dec13, she reached the warehouse and they overnighted the package with the new address of [redacted]. They sent the shipment confirmation on 23Dec13 with tracking number [redacted]. Next day tracked the package and 902am on 24 Dec 13, UPS started the process of returning to sender with an explanation of "multiple tracking numbers were found on package". Golf Galaxy neglected to remove previous tracking numbers upon re-shipment. UPS gave alternate tracking number of [redacted]. Called Golf Galaxy on 24Dec13 requesting refund and was told would receive it once shipment was delivered. Shipment was delivered to dock on 30 Dec13 at 8:44am.Desired Settlement: Contacted Golf Galaxy on 27Dec13, 31Dec13, and 03Jan14 requesting status of refund. Golf Galaxy said that they have yet to recieve the shipment, which is not true. If you pull up both tracking numbers [redacted], [redacted] and check the proof of delivery it shows shipment was returned to sender on 30Dec13 at 844am and left at dock. All I am requesting is that I get a full refund for the product I never recieved.

Business

Response:

Dear Revdex.com,

Please be assured that is is the goal of both DICK'S Sporting Goods and Golf Galaxy to ensure our customers complete satisfaction.

In reviewing Ms. [redacted] complaint, there does seem to be some confusion perhaps regarding orders from the two different sites, www.dickssportinggoods.com and golfgalaxy.com and addresses provided by the customer. In researching this matter, our office has found the two orders and dates associated with the following for Ms. [redacted]:

1. GolfGalaxy.com order was placed on 11.28.13 for Machspeed X 4-Aw mens golf clubs for $269.99 with the address of [redacted] address

2. dickssportinggoods.com order was placed on 12.28.13 for the same set of golf clubs for $26.99 with the address as [redacted] address which does not seem to be found by UPS or USPS as a shipping address

We would like to apologize for any confusion or misunderstanding that Ms. [redacted] has experienced at this point in time. In order to best understand the receipt of orders and request for a refund, we ask that Ms. [redacted] contact our customer service department at ###-###-#### and ask to speak with a customer service representative who can ask some clarifying questions in an effort to best provide a remedy.

Regards,

DICK'S Sporting Goods and Golf Galaxy Customer Care

Review: On 12/29/14 I ordered an Under Armor jacket at a sale price of $38.99, with free delivery (on items over $25). I received a confirmation that the order was being processed. Then today, 1/6/15 I receive a notification that the item is being cancelled. The item is still posted as available online, but now the price is $64.99. If they made a mistake in the pricing of this jacket and are now changing it to the higher price, they should definitely still have to honor those ordered at the original sale price. I am certain the cost of $38.99 would still cover Dick's cost of the product.Desired Settlement: I would like my original jacket at the price agreed to of $38.99 with free shipping, as ordered.

Business

Response:

Dear Revdex.com,DICK’S Sporting Goods would like to extend its sincerest apology for any inconvenience that Ms. [redacted] may have experienced while attempting to order the Under Armour Women's Fleece Full Zip Hoodie.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

Consumer

Response:

If Dick's were a reputable company, they would honor any accepted orders, even if a mistake was made ON THEIR PART. Like I said originally, even if they sold the jacket at the "incorrect price" as offered, they would still cover their cost. Believe me, this will sour my opinion of Dick's - Modell's is also available right close by. Very disappointed in their feelings of incident - certainly not very customer pleasing. I guess they just don't care. Might soon be hearing of their demise.

Review: I purchased a 60 basketball hoop set on June 04 2012 from Dicks Sporting Goods in Memphis TN store #376. I had it delivered and assembled by a company contracted through Dicks. Less than a year of occasional use myself and my grandkids, who I purchased the set for was shooting hoops and the glass backboard just shattered into pieces. I called Dicks who advised me to call Escalade Sports the manufacturer. I called [redacted], a manager advised me at first that he would not assemble the rim to the backboard nor would he have it shipped. I was told that all they would do is send a glass backboard, meaning I would have to figure out how to assemble the old rim to the backboard or pay to have someone assemble it. When I purchased the set I purchased the entire piece as a unit not individual parts, nor does the warranty say that. [redacted] later called and said he would send the new backboard and have someone else come assemble it. At 10:39am On Aug 8th [redacted] called and advised that she would send it today. At 2:14pm [redacted] called back and said it would be at minimum the end of the month before she would have the part. I asked for a full refund and [redacted] refused it very rudely and abruptly. My grandkids have not been able to play on the set since March and its not fair for to me as a consumer to purchase a product, it fails and receive this type of service afterwards. I believe I am due a full refund at least so that I can purchase another set for my grandkids. [redacted] got very hostile, start screaming at me so loud that I was afraid to speak with him. I will not be purchasing anything else from Escalade or Dicks Sporting Goods if this is not resolved quickly and fairly. [redacted]Desired Settlement: I purchased a 60 basketball hoop set on June 04 2012 from Dicks Sporting Goods in Memphis TN store #376. I had it delivered and assembled by a company contracted through Dicks. Less than a year of occasional use myself and my grandkids, who I purchased the set for was shooting hoops and the glass backboard just shattered into pieces. I called Dicks who advised me to call Escalade Sports the manufacturer. I called [redacted], a manager advised me at first that he would not assemble the rim to the backboard nor would he have it shipped. I was told that all they would do is send a glass backboard, meaning I would have to figure out how to assemble the old rim to the backboard or pay to have someone assemble it. When I purchased the set I purchased the entire piece as a unit not individual parts, nor does the warranty say that. [redacted] later called and said he would send the new backboard and have someone else come assemble it. At 10:39am On Aug 8th [redacted] called and advised that she wo

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 Mr. [redacted] may have experienced related to his Escalade Goaliath 60” backboard. We understand the importance of timeliness and professionalism of having a customer's product serviced under Manufacturer’s warranty outside of our 90 day return and exchange policy. Our office has reviewed and researched Mr. [redacted]’s transactions and we did find a transaction for professional services of a Marcy fitness trainer where assembly only was purchased back on February 2012. The June 4, 2012 transaction for the Goaliath 60” basketball system was purchased for $749.99 with no professional services (either delivery or installations) paid through the DICK’S Sporting Goods retail store. Further, in researching the files for home delivery and assembly, our office was unable to locate a service request for the third party vendor, Go Configure for professional service work. Our office recognizes that professional service work for delivery and assembly is a separate ‘product’ from the physical merchandise such as the in-ground basketball system. In addition, an in-ground basketball system that resides outdoors is subject to the elements and changing conditions of weather, potentially a manufacturer defect in materials or workmanship, normal wear and tear as well as potential abuse, misuse or accidental damage whether it be from the homeowner or other individuals who may have access to property where in-ground systems are installed. Given the backboard alone broke due to any of these scenarios, the homeowner may file a claim through the manufacturer. Given the amount of time that has passed since the purchase, Mr. [redacted] would have to discuss any potential claim for replacement of the backboard alone as this component can be removed and replaced without effecting the pole, base or anchor kit of the system. DICK’S Sporting Goods would not be extending a full refund to Mr. [redacted] at this time, as he has owned the product for a period of a year however, we would encourage Mr. [redacted] to contact Escalade Sports or purchase a replacement backboard for this model if his claim is denied. We would like to thank Mr. [redacted] for his business over the years and it our hope that Mr. [redacted] continues to make DICK’S Sporting Goods the destination for his fitness, athletic and outdoor destination. If Mr. [redacted] has any other questions or concerns, he may contact our Customer Service team at [redacted].

Thank you and best regards,

DICK'S Sporting Goods Customer Service

Review: I went to Dick's Sporting Good's website a few days ago looking for a certain item, the Powerblock Classic 50 Adjustable Dumbbell Set (http://www.dickssportinggoods.com/product/index.jsp?productId=3903097). I had seen this item online before at Dick's, as well as in the store ample times - it has been something they have had for a while, something you can see by the date of the reviews written. When I went to look, it was available online. On 12/01/14 (Cyber Monday), Dick's advertised a 25% off sale, with a few exclusions. This item was not included in the exclusion (nor was it's lighter 24lb counterpart). When I did a search for "Powerblock" on the store's site, the item was not found. However, whe doing search via any web search (Google, Bing, etc.), the direct link for the item came up in the adversiting before the search results, as well as a "suggested item" on Dick's very own product pages for $279.99. Clicking on either links brought up an error that the product didn't exist. The search via Dick's own site did show other Powerblock items though - especially one stand that was free with the purchase of the weights through 12/6/14.I initiated a chat with Dick's directly, and was told that the item didn't show up because it may be out of stock, but they couldnt tell me when it would be back in stock. This was odd - I work in corp. retail, and not knowing anything about instocks is impossible. I also sent an email to Dick's asking about this, but the only answer was that stores and online have different products and inventory. That didn't answer my question in the slightest.Early on 12/2/14, I went to Dick's site again. All Powerblock items are not miraculously in stock, but the sale has ended. Additionally, the price on the item in question has gone up to $299.99. The free stand and free shipping are still available, but not at the deal Dick's had before. This is all extremely suspicious to me, and smells of false advertising/bait and switch.I have screencaps if proof is needed.Desired Settlement: I would like to Dick's to explain what happened here. How did an item disappear online durring the biggest online shopping day of the year, only to appear again the next day?Ultimately, I would like Dick's to honor:- the sale price they originally advertised of $279.99 of this item + 25% off for Cyber Monday- free and included with the item (http://www.dickssportinggoods.com/product/index.jsp?productId=16633886&clic...⇄ free shipping

Business

Response:

12/11/2004Dear Revdex.com,We are sorry to hear of Mr. XXXX's online experience with Dick's Sporting Goods.In an effort to try and resolve, a member of our online team contacted Mr. XXXX on 12/11/2014 to see if he was still interested in purchasing the product from us. The item is currently on our site for $299.00 with 20% off and a shipping promotion. Mr. XXXX stated that he has gone elsewhere to purchase the merchandise.After discussing how advertising displays and inventory control with real time updates for items posted on our site we offered Mr. XXXX a $50.00 gift card for his disappointing experience in which he accepted.We truly appreciate the opportunity to investigate this complaint and apologize for the inconvenience Mr. XXXX encountered.Sincerely, Dick's Sporting Goods

Consumer

Response:

My issue with this is that while the item might be available now, it was not on the day that it was offered at a discount with a free stand as well. (The stand was available though.) On the day after the discount expired, the item came back online. The business's protocol for out of stock inventory is to take product pages offline. While I understand this, it is not a good solution; it confuses customers since Google results are not updated (nor are internal page searches), and drives traffic away from their site since it looks like they don't carry the product. It also appreared to me that they just didn't want to sell the product on Cyber Monday. This is why I purchased the product (at about their sale price, mind you) elsewhere.In speaking with the business, I appreciate that they said this will be looked into, but I, the lone customer, has no idea if something will truly be done. Again, I appreciate the gesture from the business here, but my confidence in them is definitely lowered.Additionally, the discussion about real-time data, inventory control, etc, was something that I tried to hone in on during the call after the gift card was offered. This was not initially addressed by the busiiness, but I mentioned that I wanted to discuss the true issue.Lastly, the response states that "The item is currently on our site for $299.00 with 20% off and a shipping promotion". This is incorrect. The business is currently offering $20 off purchases over $100, NOT 20% off. Again, this does not resonate well to the business's credibility.

Review: This actually a complaint against Field & Stream There is no other email or place to send this.On July 12th I came into your store around 10:00am. I was interested in purchasing a pair of Irish Setter Boots. I looked on your clearance table and you had nothing I liked in my size. I found a pair of boots on your display wall for $99.00 normally they were $219.00. They were my size {14} but they were D width. I wanted to see if they came in E or EE width but could not find anyone to help me. I had to go to the front of the store to find someone to help me. I found a young lady and she said she could help me. I did not get her name. On the way to the shoe department, another customer grabbed her and said something to her and she went into the back. She came back with two boxes in her hand but they were not for me they were for the other customer. I was a little upset that she waited on the other customer first when I was the one who went and got her. She again went into the back and after about 10 or 15 minutes she said she could not find any of the boots I wanted. Not that they were out of them but she could not find them. I should have asked to see the manager because I said to her why are they on display if they were out of them. She said it was a mistake and they would correct it. My daughter was with me and she wanted a couple of T-Shirts so not to disappoint her I bought the shirts and the receipt had a survey on them. I filled out the survey telling how disappointed and dissatisfied I was with this store and my experience. On Monday July 14th someone named Lucy called me. After a couple of tries I called her back and explained to her what happened. She apologized and said they could special order the boots. She said it should only take a couple weeks and she would call me when they came in. After a couple weeks came by I tried several times to call her. I called the store 3 or 4 times asking for her. Each time whomever answered the phone said she was busy and would call me back. I waited and waited but no call back. Finally I called at 4:45 and they said she left for the day. I left a message for them to have her call me the next day. She did call me the next day and after I had to remind her what I was calling about she said that the boots that she supposedly special ordered have not come in. This was two weeks ago and still no call from her. I think this is highly unacceptable. I dont even know if she ordered them. I am going to send this to Dicks Management because your web-site has no customer service information.Desired Settlement: Some type of explanation and to know if the items have been ordered and when they will be in.

Business

Response:

Our office has successfully worked with the local store to bring this customer to a satisfactory resolution.

Review: I purchased a brand new fishfinder through dicks.com when it was on sale (40% off)on 07/26/2013 and received a used one which came without retail box but a lot of scratches and all the parts were put in a yellow envelope. Then I called their customer services asked for a replacement then I was told to return the fishfinder first. And the second day I called the customer services again to ask if they had enough stock to fulfill the replacement and I was told they had more than enough to fulfill that. On August 1st which was the day before I dropped the package off to UPS, I found the fishfinder was gone on their website. So I called again and I was told the replacement was ALREADY on the way to me. What happened next was, I never received it. And a few days after that I called and was told they didnt have the stock to fulfill the replacement. And they were gonna issue me the refund. And now it is 4:48pm est 08/16/2013, I still havent got the refund!!! What a terrible service and everybody can see there are so many stories and so many liars in their customer service team!!!!Desired Settlement: refund me the money asap, apologize to me seriously. Sell me one fishfinder which I will choose at the same sale offer (40% off). I think it is very fair.

Business

Response:

Dear Revdex.com,

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

Please know that we regret any inconvenience or disappointment that Mr. [redacted] may have experienced related to his online order.

We understand the importance and integrity of having a customer's online order processed without issue.

Through further researching Mr. [redacted]'s concerns, it appears that he was offered free return shipping for the item that did not meet his expectations and had a full refund processed for his order on 8/24/2013. Additionally, the customer was contacted multiple times regarding his order and was approved for a 20% discount on any fish finder he may feel suits his needs since his preferred model became out of stock.

Given the significant follow-up from our online customer service team and generous discount, we believe we have reached an amicable resolution for Mr. [redacted].

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

Review: I purchased a 65L Field and Stream Backpack at Dick's. After one use, the buckle broke into pieces without any negligence on my part. I went to seek a fair exchange or store credit equivalent. I paid $109.00 for it and DIck's was only willing to issue a credit in the amount of $60.00. Notwithstanding the overall exaggerated price for such cheap quality, the least the store could do was issue a quid pro quo. THere were no backpacks like that one in the store, so I could not even make a fair exchange. I tried contacting Field and Stream directly but they ignored my call.Desired Settlement: REfund or Store credit in the amount of 109.00.

Business

Response:

Dear Revdex.com, DICK’S Sporting Goods is committed to ensuring a positive customer experience and therefore, we regret to hear of Ms. [redacted]’s complaint regarding the defective Field & Stream backpack, as well as our non-receipted return policy.In reviewing this matter, Ms. [redacted] did not have her receipt during the return transaction and in that case, we offer our customers the lowest ticketed price. However, we were able to locate Ms. [redacted]'s ScoreCard (our loyalty program) and the receipt for the Field & Stream backpack. We have since emailed Ms. [redacted] this information along with an apology for any inconvenience. Thank you and best regards,DICK'S Sporting Goods

Review: Unacceptable bike repair that has taken 6 almost 7 weeks, still no fixed bike.

On April 6 I took my son's DMX bike in for repair to the Fayetteville Pavilion Store at . The man that I worked with took the bike, wrote me out a repair slip. He told me I would be called in the next couple of days and told what was wrong with it. I was never called. Exactly 1 week later I called the store and was told they had a lot of bikes and had not gotten to my bike yet to be diagnosed. I was finally called about 4 days after that and told that a front brake part needed to be ordered. I asked how long it would take for the part to arrive, he said about a week, week 1/2. After another 2 weeks went by, I heard nothing. My husband went by the store in the afternoon and was told that they were still waiting on a part. I called about a week after that and was told that now a back brake part needed to be ordered and that would take another week, week 1/2 to arrive. Finally after six weeks, my husband called the store (5-16-2015) for an update and he was told that the bike repair guy hadn't come in yet and that she would check in with him for an update and call him back. No one ever called back. On Sunday (5-17-2015) I called back and asked to speak to a manager. After 10 minutes of being on hold while someone found a manager, one finally picked up and said the bike repair man had just left but the records showed that the parts were in but the repair guy hadn't completed the job yet. I asked the manager to call me back the next day with any update after he spoke to the repair guy. On Sunday I did get a call only to be told that back brake parts needed to be ordered. What he didn't know was that I had already been told that 2 weeks earlier. I am absolutely beside myself having waited 6 now almost 7 weeks for a bike to be repaired. After this much time I could have had a brand new custom bike built and shipped from Australia.Desired Settlement: If I can not get my bike back by the end of this week which would be Friday, May 22nd, 2015 I believe it only right that I be allowed to receive a brand new bike that is on hand in the store in equal or greater value of the bike.

Business

Response:

We sincerely apologize for the continued delays surrounding repairs for Ms. XXXXX's bike.We have reached out to the store to identify what was holding up the completion of Ms. XXXXX's bike repair. The store has been waiting for a part for an extended period of time and was unable to provide a date for completion. It was decided that the best resolution for Ms. XXXX was to exchange the bike.Our Corporate Customer Service Team notified Ms. XXXX of the approved exchange on 5/21/2015. We also informed the store that Ms. XXXXX would be returning to the store for the exchange.We again apologize for the poor communication surrounding this repair and resolved the matter per the customer's wishes.Sincerely, Dick's Sporting Goods