Dick's Sporting Goods Inc

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 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: I wanted to buy a big game rifle. On Dick's website, under big game rifles, the very first rifle is a Weatherby Vanguard deluxe in your choice of 30-06 or 300 weatherby. I have tried three different stores in Oregon befor finally contacting corporate. After several e-mails back and forth with them promising me to get the rifle, they said it was no longer available. However I checked and weatherby still is making them. Dick's corporate said they would fix their website. That was a week ago and today their website still has the gun listed for sale at $899.00. Since Weatherby still makes the gun and Dick's chooses to keep it on their website but not sell it I feel that it is false advertising.Desired Settlement: I want to purchase the rifle for $899.00 as advertised.

Business

Response:

Dear Revdex.com, DICK’S Sporting Goods is committed to ensuring a positive shopping experience and we would like to apologize for the lack of product availability. Ideally, we would like to remain in stock on all advertised goods. Advertised items are limited to stock on hand and in reviewing this matter, we show that we extended efforts to help Mr. [redacted] locate the firearm. It is important to note that our advertisements for firearms online disclose, "Sold In-Store Only" and we provide a link to our Store Locator. After Mr. [redacted] visited our stores to locate the particular firearm, he contacted our office via email and we followed up via phone to advise him that we had checked all of his local stores. We had found the 30 OT 6, but this was not the exact firearm the customer wanted. We extended efforts to try to locate it for him, but unfortunately his neighboring stores were out of stock. Thank you and best regards, DICK'S Sporting Goods

Consumer

Response:

There was no store ad on this gun. This is a country wide dicks internet price on a gun they can acquire. A week later it is still listed on their internet web page. It is false advertising to list the gun for sale and not provide it to the customer. Especially a week after you tell your customer it is unavailable.

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

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: Add guaranteed delivery of product by Christmas or it was free. Delivered after Christmas and company would not honor guarantee. I ordered hiking boots for my wife on 18 Dec 2013 at 1716 MST online from DicksSportingGoods.com.(order #[redacted] Merrell Women's Grasshopper Sport Mid Hiking Boot Total Cost $127.19 Paid in full via Debit Card) They were advertising free shipping with guaranteed delivery before Christmas as long as ordered by 2359 PST on the 18th or it's free. The boots arrived on the 30th of December per Dicks (I actually discovered them on the 31st on the porch). I contacted Dicks's Customer Service on 01 January. Dick's reply follows in quotations "To qualify for the credit to your account you must call our Customer Service Department at ###-###-#### on or before 11:59 pm PST on December 28. 2013." I was not made aware that there was any time factor in reporting that my order was not received by Christmas anywhere in the advertisement (I have the online advertisement saved in my email). I feel Dicks was misleading with the advertisement, if not outright dishonest.Desired Settlement: I want Dick's to live up to their stated advertisement and refund my purchase price because the boots were NOT delivered by Christmas (which was guaranteed or it's free in the add).

Business

Response:

DICK'S Sporting Goods is committed to ensuring a positive customer experience. We regret to hear of Mr. [redacted]'s complaint regarding the promotional offer for an online order. The Terms and Conditions for this particular promotion are included below:

Guaranteed Delivery Legal Terms and Conditions:

· Applies to items indicated with the “Guaranteed Delivery” tagged messaging and a leaves warehouse denotation of “1-2 business days”.

· Customized, special order, Gift Cards, back order or cancelled orders due to out-of-stock merchandise do not apply.

· Orders must be received and clear credit authorization before 11:59 PM PST, on Wednesday, December 18, 2013 for Standard Delivery; before 11:59 PM PST on Thursday, December 19, 2013 for Two Day Delivery, and before 11:59 PM PST on Friday, December 20, 2013 for One Day Delivery.

· Applies to orders shipped to a valid address in the United States, excluding Alaska and Hawaii.

· Not available for shipments to P.O. boxes or APO/FPO addresses.

· Does not apply unless the required delivery methods are selected at the time of checkout. The required delivery method will be indicated on the applicable product detail pages and at checkout. Additional cost for such delivery is the responsibility of the customer.

· If delivery is not made by end of day on Tuesday December 24, 2013 for the item(s) which “Guaranteed Delivery” status is indicated keep the item(s) and we will credit your account in amount equal to the purchase price of the item(s) in accordance with this offer.

· Attempted delivery on or before Tuesday, December 24, 2013 will be deemed to satisfy this offer. Not responsible if recipient is unavailable to receive delivery.

· To qualify for the credit to your account, you must call our Customer Service Department at ###-###-#### on or before 11:59 PM PST on December 28, 2013.

· Not responsible for delays caused by shipping carrier, acts of war, terrorism, acts of nature or other events beyond our control.

· Cannot be combined with any other promotion offers and not valid on previous purchases.

· This promotion may be terminated or modified at any time without notice.

· For any questions relating to this program, please contact our Customer Service Department at ###-###-####.

Again, we regret any misunderstanding or inconvenience regarding the order.

Thank you and best regards,

DICK'S Sporting Goods

Review: I went into our local Dick's Sporting Goods store to buy my daughter a Christmas present, a $100 North Face Fleece about 4 weeks ago. While there I noticed they had several sporting card boxes for sale and a few packs. I purchased the "North Face" Fleece and two packs of 2013 Toops Football cards but when the clerk seen I also had a small box she refused to sell it to me!!!! When I asked why she said she didn't know so I asked for a supervisor. They made us wait a good 20 minutes (Being disabled & needing a cane to walk/stand made it pretty tough) but when she finally got to us I had my daughter record it on her phone (We still have the tape) and she gave some lame excuse as to why they couldn't sell it. I then immediately contacted the company who offered up the most ridiculous excuse I've ever heard of in my life and offered us a $20 gift towards our next purchase there. At the time I just wanted to know why they couldn't sell them now I am getting very mad b/c they refuse to even return an e-mail now!!! Once I told them I know how POS Systems work and the manager could have very easily put the correct amount into the computer (That was the excuse, the product had been marked down so the register didn't understand it) YET THE $100 FLEECE WAS DISCOUNTED.......HOW DID THAT GO THROUGH??? All valid questions they refuse to answer!!!Desired Settlement: Since one of the two packs was OPENED when I purchased it and they refuse to talk to me at all I would like all the things I've bought from them that day and all Sports Cards (That I have receipts for, empty packs, cards, etc...) that I've purchased there be returned and refunded!!!! Something is very wrong with the way they do business & we want NO PART OF IT!!!!!!

Business

Response:

Dear Revdex.com,We are very sorry to learn of Mr. XXXXX's in-store shopping experience. We are disappointed to learn that he has not received a clear answer from our company. Our corporate office reached out to the store in which Mr. XXXXXX was shopping back on 1/13/2015 to further investigate this matter. The trading cards Mr. XXXX saw in our store are not skued to be sold in bulk. That is why the whole box pack that Mr. XXXXX took to the register was declined. We understand this is a frustrating customer experience and we are working with the store to ensure the shelves are stocked appropriately and professional communication is conveyed to all our valued customers. The store does not sell bulk trading packs as they are for individual sale only. We extended a $20.00 Bonus Certificate offer for the inconvenience.We appreciate this matter being brought to our attention and we apologize for the disappointment this may have caused. Sincerely, Dick's Sporting Goods

Review: I am emailing to complain about the customer service from the beginning of my purchase all the way up to the time that it was assembled because it was all bad. First off when I went in to visit the store there was no one in the department to help me choose the type of exercise equipment that I wanted to by so I basically had to figure everything out myself. Then when I finally decided that I wanted to buy an elliptical and took it to the front the lady made me feel as it was an inconvenience that I was buying something big because she had a line full of people. After she radioed to the staff to see if it was in stock I sat there for about 15-30 minutes waiting for her to tell me if they had it in stock or not. So I had to walk back up to her and let her know that still existed, otherwise I would have been still standing there for another 30 minutes. So after I was given an appointment time of between 10am-2pm the next day The technician did not show up till almost 6pm and stayed for another hour and 1/2. NOT happy. One of the technicians was very rude. He say on my couch and made his self at home..so not appropriate. I tried contacting the store manager where I purchased it from and his name was Angelo and he advised me that there is absolutely NOTHING that he can do but refund me if I bring back the equipment...NO HELP at all. He did not apologize for my experience or anything he was just insensitive to anything that I explained that I went through..He is a horrible manager. I reported my problem with the technicians to the direct company called Go Configure in which Dicks Sporting Goods is there direct affiliate company. So Dicks is responsible just as much as this company as well, I had to pay them almost $90.00 to come and assemble my product. I feel as a customer who paid near 1000.00 for a piece of equipment the least I could get is GOOD customer service and have my time wasted on top of paying.

Product_Or_Service: Sole E20 Elliptical

Order_Number: 0334430Desired Settlement: DesiredSettlementID: Billing Adjustment

I would like the cost of my bike to be adjusted due to all the time that was wasted waiting for the technicians and for my horrible store customer service experience at the store. Copy of my ReceiptDICK'S SPORTING GOODSMALL OF GEORGIA AT MILLCREEK3333 BUFORD DRIVE SUITE 1051BUFORD, GA 30519(678) 482-12006/22/2015 1:38 PMRECEIPT EXPIRES ON 9/20/2015

Business

Response:

Dear Revdex.com, DICK’S Sporting Goods is committed to ensuring a positive customer experience and with that said, we regret to hear of Ms. [redacted]’s complaint regarding her delivery and installation services. We have forwarded the information as relayed to us through this complaint to our business partner, Go Configure to ensure it is reviewed and addressed appropriately. Thank you and best regards, DICK'S Sporting Goods

Review: They overcharged me on three items different from the advertised sale price. They stated there was confusion in weekly ads and other computer issues, but it was my responsibility as a customer to catch these issues.Desired Settlement: That a record of their over charging be made so that they are held responsible for this in the future if their are further incidents and complaints

Business

Response:

Mr. XXXXX contacted our office on November 16, 2015 and spoke with one of our agents. We offered him an appeasement which he accepted and we notified the store of his contact with our office. We are using Mr. XXXXX's feedback to address pricing issues in our store from the way it is scanned in our system to the signage and tags. If Mr. XXXXX would like to speak further on this issue he may contact us at ###-###-#### and any of our representatives can assist him. Regards,Dick's Sporting Goods

Review: I purchased a treadmill from DSG on 4/20. Upon delivery, which finally occurred on 5/8, it was damaged by the third party delivery company. Since that date I have received no satisfaction, help or guidance from DSG. It is THEIR delivery company, I did not have a choice and yet they will not even return calls or provide assistance or guidance. DSG promised me a replacement treadmill BUT I cannot get the broken one out of my house or them to deliver the new one. The biggerst problem is that it is paid for in full!! In the alternative, I planned on ordering treadmill elsewhere but it cannot even be delivered until DSG get their BROKEN one out of my house!Desired Settlement: I want the old treadmill removed, I want the new treadmill delivered and assembled and I want the compensation promised in the form of a check, NOT a credit. In the alternative, I want the old treadmill removed and I want a complete refund for the price, the warranty, and delivery.

Business

Response:

Dear Revdex.com,We are very aware of Ms. XXX's situation with the Sole F80 Treadmill. Multiple Representatives have been working diligently to assist with a resolution for Ms. XXXX. We understand her frustration and want to update all parties on where this issue stands and what action DSG has taken to resolve.On 5/16 our Corporate Customer Service agent contacted Ms. XXXX and provided 3 options to move forward. Ms. XXX could return for a full refund, we could assist with a swap out of the damaged unit and exchange it with a new, or she could move forward with a repair and have parts ordered and a tech come to assess and fix the damage. The customer agreed to the swap out option. We set up a 5/28 date for the item to be swapped. When contacting the Ms. XXX to confirm the date that date would not work with her schedule. She listed off several dates and times that she wanted us to accommodate. A date was scheduled for 5/29. The customer called in to report that the swap did not happen. In researching with our service provider the technician assigned to the swap requested the appointment be rescheduled because there was heavy rain the day of the appointment and was concerned with the unit getting damaged during transport. Our service provider has rescheduled for Saturday June 6th at 8:00 a.m. and offered a $100 gift card appeasementDSG has also offered Ms. XXXX a $120 gift card. Instead - the customer requested 10% off her total purchase to be credited. We authorized a credit of $240.00 and we are still moving forward to do a full swap for a new unit with Delivery and Assembly. In addition, dissemble the old unit and return it to the store. The customer requested a check in the amount of $240.00 because she paid her credit card balance in full. We are working with our credit card partner to process a check once Ms. XXXX's payment posts to the account. DSG is also obtaining an exchange receipt for the NSPP Protection Plan. Our last contact with Ms. XXXX was on June 1st after receiving her voicemail from May 29th.Ms. XXXX's frustration is certainly warranted but we are doing our best to try to get this matter resolved as quickly as possible. There are some factors that have delayed this process through our service provider and scheduling. We feel our compensation efforts are fair and want to continue to see this matter to the end. We have stayed in continuous contact with Ms. XXXX at the corporate office and sincerely apologize that this has turned into such an ordeal. We are certainly invested in continuous improvement and will use this experience to learn from to help prevent another similar occurrence.We recommend Ms. XXX continue to work directly with Corproate DSG at ###-###-#### for further assistance as we have all the documentation recorded.Sincerely,Dick's Sporting Goods

Consumer

Response:

I am not willing to accept their admission of error and request to close complaint as they have not yet completed their assurances of (1) a new proof of purchasae (without which I have been told by Sole and the Warranty company that I cannot receive any service -- the extended warranty company reminded me that I have lost more than a month on the original warranty date as well) and (2) the $240 compensation. I spoke to Jessica yesterday and she told me is "working on it" but based upon prior dealings with DSG I will be satisfied when this is completed but do not have faith in their promises. Will advise if and when I receive the above items.

Review: I had ordered a product from Dick's on December 13, 2013, they guaranteed Christmas delivery, in fact they said I would have it in 2 business days, here it is December 27, 2013, and I still haven't received it. I also had a $30.00 mail in rebate with this product that expired on December 25, 2013. I contacted the store and they told me to call customer service that they could not help me, so I did. I spoke with a lady named Tabitha, and she couldn't help me either, when I asked to speak with a supervisor she put me on hold for a few minutes and then told me that they could not speak with me, I felt that they were rude not to even speak with me about it, and I feel that this was false advertisement, because not only did they tell me I would get it before Christmas, it's on my receipt!Desired Settlement: I feel that they should have told me they would go ahead and give me the rebate price since it was there fault I didn't get it in time, and I still hadn't got it, they were going to have to order another one, and I was buying it for a Christmas present in the first place so my husband didn't have anything to open, it frustrates me! They should have to compensate something, because I know that this just didn't happen to me, Dicks customer service department is terrible, just terrible!

Business

Response:

It is always DICKSSportingGoods.com 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 order. DICKSSportingGoods.com 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. Please note that the online site has issued a full refund due to shipping error.

It is 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

Review: False pricing on website. Item Number: 11774624 has to be wrong. Listed with original price of $894.99 with a 91% discount. Based on numerous sites, including Columbia's own site, this boot full retail is around $80. This is grossly misleading to customers who do not do their research before ordering and buy an item they assume to be extremely high end for a greatly reduced price.Desired Settlement: Correct the listing for the item and refund any customer who purchased the item. I did not buy the item as I could not believe the deal which was validated through my further research.

Business

Response:

Please note that we have reviewed the website as of today, 1.2.14, and the boot featured for item number 11774624 is priced at $79.99 with a *Reference price of $84.99. No sales may have occurred at this price of the $84.99. DICK'S Sporting Goods regrets any typographical error if one existed for a 'referenced price' greater than the $84.99 and be assured that no customer would have been charged greater than the current price of $79.99. We appreciate this customer bringing her concerns to this office.

Review: My husband, [redacted] and I purchased a Sole treadmill. The treadmill was very expensive and we searched a lot of places before coming to Dick's sporting goods. The salesmen was very pleasant and helpful and explained all the features and pricing and we were so excited that we had come to the right place. The price included a free delivery and set up and we were told that if we ever decided to relocate our treadmill as far as moving it to a different location in the home or if we moved to another home, that it would not be a problem as all we needed to do was contact the fitness department at Dick's and they would contact their outside company and it wouldn't be a problem, that's how great our customer service is when you purchase an expensive treadmill from us, exact words. Well, unfortunately, that is not so that we need this treadmill relocated to another room of the house. I contacted Dick's at ###-###-####, explained to the young lady who answered their business phone pleasantly who said that she would explain our situation and get someone one the phone, I was on hold for 10 min, I understand waiting but then another young lady picked up the phone and asked who I was waiting for and I again explained my story in which she was very sincere in her apology and said she would get a manager for me, I was again on hold for another 10 min when a very rude young man told me that there was nothing he could do for us, that it must have been someone who worked there in the past was now fired for giving misinformation and I was hung up on. Are you kidding me, I am so disappointed and I feel that everyone should be aware of this situation if you ever buy a treadmill which is a very expensive investment and a happy experience until you find out you were lied to and get hung up on by a company you trusted.Desired Settlement: I would like the promise I was given from Dick's Sporting Goods that they would get me in contact with their outside company to have my treadmill moved, I understand that I will pay for the moving, that is fine with me but I would like them to keep their part of the agreement in helping their customer's needs.Thank you.

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 relating to the recent SOLE treadmill purchase. We understand the importance of professionalism and want to keep our word in assisting with service.

Customer has been left a message on 3/21/2014 with the direct contact information for the Supervisor in Customer Service. We will help arrange any move of the SOLE treadmill in the home if this service is still needed.

Thank you and best regards,

Dick's Sporting Goods

Consumer

Response:

I received a call 5 min to 5pm saying that the young lady was leaving for the weekend but to call if I still need assistance moving my treadmill on Monday. That's customer service? I have hired a service already to move my treadmill. I will not be back doing any purchases from Dicks Sporting goods again, especially when they call 5 minutes to 5pm to resolve my problem on Monday. Thank you. Regards, [redacted]

Review: Store is refusing to honor their posted refund policy. We attempted to return a bike purchased as a Christmas gift to the store located in Escondido, CA where it was originally purchased. Store clerk and manager ([redacted]) refused to process the return citing an unpublished store policy to refuse all bike returns. There is no literature in the store citing this policy and neither the store receipt, signed Buyer's Checklist, nor the corporate web site state any such policy. Please let me know if photocopies of the original receipt and/or signed Buyer's Checklist are needed.Desired Settlement: We simply want the store to honor their published return policy as stated on their corporate site (see web link below) for a full refund. The bike has not been used and is in the exact same condition as when it was purchased from the store a few days prior to December 25th, 2013.http://www.dickssportinggoods.com/helpdesk/index.jsp?display=returns&su...⇄ />
Business

Response:

DICK’S Sporting Goods is committed to ensuring a positive customer experience. We sincerely regret to hear of Mr. [redacted]’s complaint regarding the return of a bicycle which was purchased on 12.22.13.

DICK'S Sporting Goods understands the importance of our customer’s satisfaction with the products and assistance within our store locations.

I have confirmed with the store manager that the customer was invited back into Dick’s Sporting Goods to return the bicycle. The refund was placed on a Dick’s Gift Card in which the customer accepted.

It appears that we have come to a reasonable resolution for Mr. [redacted].

Thank you and best regards,

Dick’s Sporting Goods

Review: I ordered an item on sale from Dick's Sporting Goods' website on Saturday for $32.50. The order was inexplicably canceled without any notification. Now, Dick's is telling me if I would like the item, I will need to place a new order and pay the full price of $65. The item I ordered has been in stock throughout this process, up to and including this very moment.Desired Settlement: I would like the item I ordered at the price I ordered. Although, my chief reason for filing this complaint is to notify someone of what appears to be dishonest business practices. If I don't get the item and Dick's doesn't get my business, I won't be upset.

Business

Response:

Dear Revdex.com,

DICK’S Sporting Goods is committed to ensuring a positive customer experience. We sincerely regret to hear of Mr. [redacted]'s concerns with his online order.

DICK'S Sporting Goods understands the importance of our customer’s satisfaction with all transactions made with us, either online or in a store.

From further investigating Mr. [redacted]'s complaint we have confirmed that over the course of two weeks we reached out to Mr. [redacted] directly a total of five times to assist with finding a replacement item for his cancelled order or assisting with a refund. Mr. [redacted] was not available on any of these occasions but did eventually call us back and decided to proceed with a refund.

It appears that we have come to a reasonable resolution for Mr. [redacted].

Thank you and best regards,

DICK'S Sporting Goods

Review: ON December 29,2013.. I came into Dicks sporting goods to return an item. The tag on the item was scanned in by [redacted] who stated she found the receipt via the Dicks Sports Card. The item was paid by Cash but she kept telling me that it wasn't. I have the original receipt paid by CASH. She then told me that the credit card on file Master card would be refuned $37.49 (which was the price of the item) she did not factor in the price of tax. I said okay, whatever is easier. She had two forms printed out one that I signed and another one, which she kept. I was told I was all set and no receipt was given. During my time at the store, we realized the wrong item was returned and I had to buy it back for $39 and change. They told me though could not reverse a return because it was already done, so I agreed to pay for it again since my Mastercard was going to be refunded, PER [redacted]. A manager came over and said it was fine to buy the product back ( I have a receipt for the product bought). He said my card was gettign the refun. Days later, I called back and Spoke to [redacted] the store manger on 1/3/2014 stating that the refund was not in my account yet. Afer being on hold for a bit, he said he found the receipts and stated it was a a voidded REFUND. I said, no it wasn't and he "promised to call me back" that day. I ahve yet to receive a call back. I went ot corporate and made a complaint. I called 1/6/2014 and left another message for the store MGR, [redacted], the woman said she would call me back and no one did. NOw, it's January 9th and this is my 3rd attempt to get my refund. This store does not have good customer service, especially when there is something funny with my refund amount, which should be in my acct by now. IT was NEVER voided. [redacted] needs to call the customer back as promised since he said he was going to look into it and get back to me by 5pm 1/3/2014.Desired Settlement: MY REFUND of the product I returned.!!!

Business

Response:

Dear Revdex.com,

Regrettably there was not enough specific transaction information from Ms. [redacted] for our office to investigate the returns noted within her complaint. We would ask that Ms. [redacted] contact our Customer Service Manager, [redacted] at ###-###-#### with the receipts she has so the information can be reviewed through the office. At that time, our office will ask for store location and the register and transaction information off of the receipts. We are confident that we can provide the necessary information to Ms. [redacted] in an effort to address her concerns.

Thank you,

DICK'S Sporting Goods

Customer Care

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 the store visit to our Lisbon, CT retail location.

In reviewing the customer’s loyalty membership account, we can view the following transaction details:

· DOP: 12/22/2013 @ 12:23 PM a cash purchase was made for $106.27 (before applicable tax). This transaction included one exchange along with three additional items and a $0.30 donation to St. Jude.

· DOP: 12/30/2013 @ 4:14 PM a MasterCard purchase for $115.95 (before applicable tax). This transaction included an even exchange for a “Under Armour Cg Infrared Tights” (women’s athletic apparel) in a different size, plus four additional items. The original purchase of the “Under Armour Cg Infrared Tights” were size medium and the even exchange was made for size small.

For the purpose of clarification, when an even exchange is completed, a refund is not due to the customer regardless of payment type used during the original transaction.

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

Customer Service

Consumer

Response:

I never made a complaint against the Lisbon CT store !!! It was the waterford CT store !!! Waterford is horrible and I never complained once about LISBON. Obviously the store is getting transactions messed up. I finally got these refunded in Waterford Ct! Never again will I go there. The Lisbon,CT is wonderful... Never made a complaint against them only waterford ct. The waterford CT has horrible customer service and lousy selection of attire. Lisbon has wonderful customer service

Review: Went to Dick's Sporting Goods to use their simulator as advertised 30 minutes for $15. The "golf fitting" expert said it would be a half hour. I waited while he helped a customer. When he left the simulator, he said nothing but the customer told me he was buying the clubs. When they left the cash register, again, the employee said nothing but the customer said he was going down to pay. Then the manager let me into the simulator. When the "golf fitter" returned he said, "now, what is this all about?" I explained that I wanted to hit for a half hour... He said, "Oh no, we can't have this...and told me to get out!"Desired Settlement: Will no be doing business with Dick's any more. I got aCall from the store manager but Ray - the golf fitter is a rude person.

Business

Response:

DICK’S Sporting Goods is committed to ensuring a positive and friendly customer experience. We regret to hear of Mr. XXXXXXX’s complaint regarding the Fairlakes, VA store visit.

In reviewing this matter, our office was able to see that Mr. XXXXXXX corresponded with our Corporate Customer Service Team via email on 4.12.14 regarding his store experience. We wanted to take this opportunity to again express our sincere apologies for the poor experience. While we do not enjoy receiving correspondence like yours, we appreciate your time in sharing this with us.

We have reached out to the manager of the store who said he spoke with Mr. XXXXXX personally. He explained the reason for the wait as others had scheduled appointments in the simulator. The manager has arranged an appointment for Mr. XXXXXX to return to the store for more one on one time.

It is our hope that Mr. XXXXXXX attends his scheduled appointment in our simulator and give us another chance to restore his confidence in our brand.

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

Customer Service

Review: I placed to orders for a bike for my sons 10th birthday. The first order was 2.5 weeks away. The second 2 wks away. Both orders the transactions were completed with order #'s and money held on my debit card. With in hours they were cancelled. The first order ([redacted]) I placed online the second I called to try to identify the issue. Customer service had no clue why it was cancelled. So I then placed it again through them ([redacted]). I once again had to call back to try to get details, I was later contacted via email from Customer Support stating " In, error some of the information provided on your order was blocked in our system,which caused the automatic cancellation of your order." From that point they were absolutely no help. I am not able to get the bike delivered at the online price which was $80 cheaper. They would not honor that price in store.Desired Settlement: I would like to receive the bike by August 1st for my sons birthday party. The kids were to go bike riding on nature trails.

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 online orders.

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

Through further researching Ms. [redacted]' concern, it appears that her orders were being cancelled because her address was listed as undeliverable and needed verification. Once discovered, the customer was contacted, the address was verified and the block was removed so all future orders could be successfully processed.

Given the lack of information surrounding the customer's address and the unique nature of Ms. [redacted]' concerns, we believe that her complaint was resolved in a reasonable amount of time.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

Review: Ordered online a lax goalie and sent as a gift to grandchild. Assembly instructions no included in packaging, called same day to customer service, no response, sent several e-mails, responds but no action, supervisor due to call, never happens.Desired Settlement: We need the assembly instructions!!

Business

Response:

It is always DICK'S Sporting Goods goal to ensure our customer's satisfaction. Please know that we regret any inconvenience that Ms. XXXXXX experienced in relation to obtaining the assembly instructions for the Powerbolt Folding Goal.

Dick's Sporting Goods Corporate Customer Service contacted Ms. XXXXX on 6/25/2014. The printed instructions have been placed in the mail and are being shipped overnight to her grand-daughter's address. We sincerely apologize for the delays surrounding this matter.

Sincerely,

Dick's Sporting Goods

Customer Service

Review: I order 2 North Face jackets on 12/30 from Dick's Sporting Goods for the price of $50 each. The order (3019347827) was accepted that evening. On 12/1 I recieved an email stating the order was canceled because the wrong price was listed on the WEB site. I spoke to a supervisor at Dick's and he said they reserved the right to cancel the order because the price was not listed correctly. I find this very frustrating that a price is listed and not honored after the order is accepted. Dick's made a mistake and should honor what was advertised.Desired Settlement: I want the advertised price honored

Business

Response:

12/2/2014Revdex.com Complaint ID [redacted]Dear Revdex.com,It is important to note that DICK’S Sporting Goods regrets any inconvenience or disappointment that Ms. [redacted] may have experienced. For purpose of clarification, DICK’SSportingGoods.com does disclose the below message under our “Terms of Use:” “We attempt to ensure that information on the Site 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 and apologize that the order was canceled due to the pricing error. Thank you and best regards, DICK’S Sporting Goods