Dick's Sporting Goods Inc

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 Store clerk and manager ([redacted]) refused to process the return citing an unpublished store policy to refuse all bike returns.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: 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: 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: 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: 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: Dick's Sporting Goods had Beats Studio Wireless Headphones advertised on their website for $99.95. The original price is $380.00. I bought two pairs (one for my father and one for myself). I received an email saying my order was received as soon as the order was placed. I received an email saying my order is being processed and the items were located in stock a few hours later. I then received an email saying my order was cancelled about 8 hours after my order was placed. I called customer services to inquire why my order was cancelled. They said the items were out of stock. I said I don't believe that since I received an email that clearly stated that the items were located in stock. The representative told me he'd put in a request to have it investigated further. I received an email the next day saying that there was a pricing error on their website and that's why they cancelled my order. Why would it be my fault that they advertised an incorrect price?Desired Settlement: I want the two pairs of headphones that I ordered for the price that they advertised.

Business

Response:

Dear Revdex.com,

DICK’S Sporting Goods would like to extend its sincerest apology for any inconvenience that Mr. [redacted] may have experienced while attempting to order the Beats by Dr. Dre Studio Wireless Headphones on December 1, 2015.

It is our desire to ensure each customer has a positive experience shopping in our stores and online. Our site did cancel the order as a pricing error was found during the process of validating the payment and order availability. For purpose of clarification, DICK’SSportingGoods.com does disclose the below message under our “Terms of Use:”

“We attempt to ensure that information on the Site is complete, accurate and up to date. Despite our efforts, the information on the Site may occasionally be inaccurate, incomplete or out-of-date. We make no representation as to the completeness, accuracy or currency of any information on the Site. For example, products or services included on the Site may be unavailable, may have different attributes than those listed, or may carry a different price than what is stated on the Site. In addition, we may make changes in information about price and/or availability without notice. In the event of a pricing error or discrepancy on the Site, we reserve the right to cancel any such orders.”

Again, we regret any inconvenience or disappointment regarding this situation on behalf of DICK’S Sporting Goods.

Thank you and best regards, DICK’S Sporting Goods

Review: I ordered a scooter for my sons birthday on dicks website, from the store. I received the package and the box was absolutely damaged beyond belief. It had been opened and taped back together. It clearly was a returned product that they sent me. I called dicks online and complained, and they offered for me to take it back to my local store for a full refund. I told them that I did not want a refund, I just want a new scooter sent to me. They told me that they were 100 percent sold out online and at all their 500 stores. Hard to believe. So, knowing my son has his heart set on this scooter for his birthday next week, I went ahead and opened the box hoping that the contents inside were fine. That is NOT the case. The bag with the scooter inside was ripped open, there were broken pieces in it, and it was missing the front wheel! They sold me a used/returned product that is clearly defective for full price! They are obviously aware it is used and sold it to me anyways. I will NEVER shop at Dicks again and will tell everyone I know to do the same. They are dishonest and tried to pass off a used, returned, broken item with missing pieces, as new!!!!!!!Desired Settlement: I would like a supervisor to contact me. I would like a full refund, plus compensation for my trouble!!

Business

Response:

We are very sorry to hear how the merchandise Ms. XXXX ordered on dickssportinggoods.com arrived. That is certainly not what we expect. The item was shipped directly from our warehouse but it is evident our Quality Control process failed to thoroughly inspect the merchandise before departure.Our Customer Service Team has spoken directly with Ms. XXXX. She was able to purchase the merchandise from another retailer but at an additional $40.00 charge. We offered Ms. XXXX a $15 cash code and a $25.00 gift card to cover the additional cost she accrued from ordering with another retailer. Ms.XXXX has accepted our offer and we again apologize for the disappointing experience. Thank you for allowing us the opportunity to investigate and improve our customer experience.Sincerely,Dick's Sporting Goods

Review: On Sunday April 19,2015, I went to find our grand daughter a glove and accessories for softball. When we were looking at gloves, they were on pegs priced wrong. I also looked at an instant net for her. On the 4 foot section that I picked up the net on, the only price on it was $19.99. When I went to purchase them, they were willing to give me the glove at the price that was on the peg that it was hanging on. The net rang up as $129.99, the cashier called for management. Manager [redacted] came up to the register and I walked with her over to where the nets were and the price tag was gone. I told her that I had pictures and she called an associate who had taken the price tag off to bring it back. When we got back to the register, she told me that she wasn't letting me have the net for what the price said. I got the number for customer service, called them Monday and spoke to Steven about it. He told me he would have the manager contract me, and as of today, Wednesday April 22, I still have not heard anything back.Desired Settlement: All I wanted was the items at the price that was listed. Now, I will not shop at this business again

Business

Response:

We are sorry to hear of Ms. XXXX's shopping experience. We are committed to providing a well-merchandised sales floor with clear signs relating to pricing and promotions. Our associates throughout the day are recovering products that have been relocated or have been placed back on wrong shelves to its specific location to hopefully eliminate any pricing confusion or discrepancy. There are times product is discovered by customers in locations where the pricing is specific to another product, and at a lower price point. In such a situation our staff and managers will assist with identifying the correct pricing and product description on the shelf label. On 4/29/2015 our store manager contacted Ms. XXXX to discuss her experience at our store. The manager addressed the issue and said the conversation ended positively. Our manager is sending an appeasement card to Ms. XXXX for the confusion and inconvenience. Ms. XXXX accepted and we will continue to monitor these types of complaints to prevent similar situations in the future.We thank Ms. XXXX for bringing this matter to our attention so we could investigate this situation with our store.Sincerely,Dick's Sporting Goods

Review: My son bought a [redacted] (driver) through Dick's Sporting Goods in Roanoke, Virginia. He used the driver one time and it dented. The dent is in a position that it is highly impossible to do when hitting the ball but their "pro" said it was his fault. They will replace the club face for a small fee of $120.00, this is in addition to the $300 already paid for the club. They kept his club and would not exchange it. I feel that this is inappropriate behavior on their part and they took advantage of my son. The customer service was and is still poor, they have not returned phone calls or the club. When calling the store this morning, the person answered "hello" they never identified that I had reached their store, I had to ask "is this Dick's Sporting Goods" and the reply was yes, not how may I help you.Desired Settlement: I would like for them to either exchange and give him a new club of the same value or refund his money back.

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] or her son may have experienced with their recent purchase of a new golf club.

We understand the importance and integrity of meeting every customer's quality expectations for the items sold in our stores.

While regretful, Ms. [redacted]'s item was outside of our store's return policy and could not be refunded or exchanged. As we explain to each customer in this situation, a defective item is best replaced under the manufacturer's warranty and we would recommend for them to work directly with Cobra for the most expeditious resolution.

We strive to provide a consistent shopping experience for all of our customers including always providing exceptional service and honoring store policy the same for each person who may shop with us.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

Review: I originally ordered this kit on 11/27/14 online and paid $43.19 with shipping and tax. I received the item and the return receipt that was shipped with the kit was written for $29.52. Since this was a Christmas kit for my nephew, I wanted to make sure Dick's had sent me the correct kit (there are 2 styles available online). I called customer service on 12/17/14 and spoke with [redacted] at 9:11 a.m. She said she would send me the correct kit that I paid for and to return the original kit to the nearest Dicks Sporting Store (re-ship #[redacted]).The kit came on 12/19/14 and again the receipt with the kit was for $26.19 instead of the $43.19 that I paid. I returned the kit as [redacted] instructed me to do. I returned the kit on 12/20/14 at 11:35 am and the cashier [redacted] and the manager [redacted] helped me with my order. The return number # is [redacted] and I received NO MONEY back for the return. I have proof of this on a receipt. I then received an email dated 12/25/14 at 10:05 pm from Dicks Sporting Goods saying the item needed to be returned or my credit card would be charged. I then called Dicks customer service department again on 12/26/14 and spoke with James at 9:43 am and he said he would put a note in the system and I should not be harassed anymore. Today, 12/31/14 I got a voicemail from Dicks Sporting Goods ([redacted] at ext. 74327) stating that I returned the item for money. This is untrue and all she needed to do was check back through my records of calling. She was harassing and acted as if I was stealing from Dicks. She belittled me in her message and I have saved the call as proof. I returned her call and left her a message stating that I had proof of returning the item and proof that I did not receive money for it. She stated the store was wrong for returning item. Again this is what I was told to do by [redacted] on 12/17/14. She refused to apologize for harassing me and when I asked for a manager she said she was the only manager I could speak to. Im furious that I have wasted my time.Desired Settlement: Dicks Sporting Goods keeps sending me emails threatening to charge my credit card for the item even though I have written proof and receipts proving I returned item and received $0 cash back. I want the threatening letters and phone calls to stop, I want a high level manager to review my case as there is obviously a huge problem with their customer service department and lastly I want in writing that I will not be charged for said item.

Business

Response:

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

Review: On Friday June 17th I purchased a Nishiki Colorado mountain bicycle from Dicks Sporting Goods in Mchenry Illinois. I had vistied the store on monday of the same week to inqure about their bicycles. After talking to the bike tech we measured my height and decided upon an 18" frame. I also asked if he recommended the bicycle and he told me it was a well made bike and could handle trails, roads etc. He assured me that the bicycle would be ready on wednesday and they would call me when it was done being assembled. I returned to the store on friday expecting the bike to be assembled and ready to ride. I had no such luck, they had not assembled it and a different bike tech offered to do so while I waited. It took about 30 minutes for the bike tech to assemble the bike. However I noticed that he was building two at a time, and was curious how much attention was paid to the several of the bikes components. Eager tio ride I purchased the bike and rode it approximately 15 miles to my home in Richmond Illinois. On the following day saturday the 18th I left my home and rode to a friends house in Genoa City Wisconsin approximately 5 miles. after a staying for a few hours I started my ride home. I was almost at the entrance to my neighborhood when I heard a loud "SNAP" causing the gear assembly to jam into the spokes of the rear tire. As a result I was thrown from the bike and landed on my shoulder and face on the asphalt. Quite shoucked I inspected the bicycle and saw that the derailleur hanger assembly had snapped in half and thus the bike was unrideable. I walked about half a mile home and called dicks sporting goods 1-800 number immediately. I was in considerable pain and also quite upset that a bike that I had spent my entire paycheck on broke in less than 48 hours. After calling twice the only thing they could tell me was to bring the bike back to the store where I purchased it. The next morning Sunday the 19th I brought the bike in for an explanation of the poor build quality and hopefully a reesolution to the situation. I asked to speak with a manager about what had happened. A manager of some sort approached me and could see that the bike was broken. I explained in detail what had happend and also expressed my dibelief that a bike that cost that much money could have a catastropic failure in such a short amount of time. He literally said almost nothing and wheeled the bike to the back of the store where the bike department was. Both the bike tech that built it and the bike tech that said it would be build on the previous monday were standing behind the counter staring at me. The bike tech that had not built it immediately started asking me questions about how it happened. I explained that I was riding on flat ground at about 15mph when the break happened. He instantly implied that I was lying about the nature of the break and that "I must have done something wrong" He also said "This type of componentry breaks all the time" I assured him that I wasnt putting the bike under any excessive riding conditions. I also explained how if a car would have been coming I would have been seriously injured or dead since I was thrown into the middle of the road. He rolled his eyes and said "Then just get your money back and go somewhere else." At this point I became rather frustrated both by their apathy towards my situation and lack of respect for a customer in need. The other two bike techs were laughing behind the counter and in a mocking fashion were saying "bye" "see you later" Feeling insulted and upset that they made a joke of the situation, I left the store more confused and upset than when I arrived. So to sum up my complaint. If this componentry breaks all the time why are there no warnings on the bike or in the owners manual? Why was I treated with disrespect and condesending remarks? Why did the manager offer no solution to the situation ? Why was the negative review I wrote about the bike on their website not posted ?Desired Settlement: A higher Quality bicycle & compensation

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 disappointment that Mr. [redacted] may have experienced related to his 6.17.2011 Nishiki bicycle purchase. We understand the importance of a product meeting the needs of the customers’ expectations for performance and/or durability. Our office first received correspondence from this customer via email on 6.22.2011.

DICK’S Sporting Goods always attempts to accommodate a customer with their product concerns through an exchange or return within our 90-day return policy. The terms and conditions of our return policy are disclosed to our customers in our stores and on our sales receipts. In reviewing this matter, the bicycle that Mr. [redacted] was attempting to exchange was found to have not met the "must be new" portion of our return policy.

Our office did speak directly with the certified bike technician in which interacted with Mr. [redacted], where the product was evaluated for a return/exchange. The state of the Nishiki bicycle, on the day of the attempted return/exchange, showed excessive signs of abuse and therefore the return was denied. In attempting to discuss the repair options offered by our certified bike technicians, the customer displayed disruptive behavior and exited the store.

We regret any misunderstanding or inconvenience regarding our return policy.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

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Review: Dick Spirting GoodsThere was a online sale on the clam Bigfoot xl 2000 for $21. I ordered 2 of them but they both got cancelled. Call customer service and ask why. I was told my purchases was cancelled because it was out of stock. How is that possible? Mostly like the pricing was a mistake but I don't need to be lie to that it is out of stock.Desired Settlement: I would like Dicking Sporting Goods to honor my purchases. Please if there a mistake be honest about it. Also want a letter of apology to all the people that they lie to.

Business

Response:

Dear Revdex.com,DICK’S Sporting Goods would like to extend its sincerest apology for any inconvenience that Mr. [redacted] may have experienced while attempting to order the Clam Bigfoot Ice Fishing Shelter on 11.30.14. It is our desire to ensure each customer has a positive experience shopping in our stores and online. Our site did cancel the order as a pricing error was found during the process of validating the payment and order availability. For purpose of clarification, DICK’SSportingGoods.com does disclose the below message under our “Terms of Use:” “We attempt to ensure that information on the Site is complete, accurate and up to date. Despite our efforts, the information on the Site may occasionally be inaccurate, incomplete or out-of-date. We make no representation as to the completeness, accuracy or currency of any information on the Site. For example, products or services included on the Site may be unavailable, may have different attributes than those listed, or may carry a different price than what is stated on the Site. In addition, we may make changes in information about price and/or availability without notice. In the event of a pricing error or discrepancy on the Site, we reserve the right to cancel any such orders.” Again, we regret any inconvenience or disappointment regarding this situation on behalf of DICK’S Sporting Goods. Thank you and best regards, DICK’S Sporting Goods

Review: I recently purchased a Goliath basketball goal system for a birthday present for my husband on August 18, 2014 from Dicks Sporting Goods Online for $546.24. When I went online to order the system and I selected the Memphis Store and once I submitted my payment information it replied that the basketball system was out of stock and that my card would not be charged for order number [redacted]. I then selected the Cordova store to order the basketball system and placed my payment information in once again and it processed order number [redacted] successfully. I then proceeded to drive 30 miles to pick up the basketball system but before I picked up my item I noticed that the online price had dropped $100.00. I alerted the in store associate and he told me I had to process the price match with the online department, that they could not do it in the store. I then contacted the online department while I was in the store and they indicated that they had completed the price match and that I would be receiving my credit within 2-3 business days. I then drove home to begin installation. Once home I then discovered that I was given the wrong basketball system which was a much more expensive system I might add. I drove 30 miles again to exchange it for the correct system. By this time the business days had expired and I had not been given my 100 credit so I contacted the online department again and several times that told me it was being processed. After numerous attempts I then received a call from customer service which she informed me that I was given misinformation and that I would have to return to the store another 30 miles in order to get my $100 price match refund. Finally at this point I had installed the system, got my price match, and thought I was threw dealing with Dicks forever after that whole experience. Then on Sept 26, 2014 over 5 weeks later my account was charged again $546.24. I received an email indicating that I had picked up this item at the Memphis store and I was charged again when I never picked up this second goal. After researching the policy I read that if an online item is not picked up within 7days of order it will automatically be cancelled, I dont know how Dicks Sporting Goods dropped the ball on this one... (Five weeks open order). I then proceeded to contact the online department and after long conversations with (Kaiana M) I was told that I would be issued a credit and that it would take 2-3 business days to process. Knowing how Dicks operates at this point, I reached out to them again the very next day to confirm my money was in the process s of being refunded. I then was told once again by (Danny S.) that I was given misinformation and that I would have to contact the store in order to get my money back. I then drove to the Memphis store on 10/1/2014 and spoke with manager [redacted] to explain the situation. He was very unconcerned and basically rude and treated me as a liar as if I was trying to fraud him. I then asked him to contact the online department so that they could explain the situation since he did not believe my story and he stated that there was no way for him to get the online departments contact information. I then search on my cell phone and called the online department myself. I find it hard to believe that a store manager is unaware of how to contact the online department. Once connected the manager [redacted] and I listened together on my speaker phone. The first representative told me I did not need to be at the store because they were in fact processing the refund electronically. I then asked her to transfer me to a supervisor [redacted] who stated that it was not being processed and I was correct the store would have to be the one to process the refund but that this instance was more complicated because I paid with PayPal. [redacted] informed [redacted] he was unable to process the refund because he could not return/refund something that he hasnt sold (itDesired Settlement: Refund

546.24

Business

Response:

Please know that we regret any inconvenience or disappointment that Ms. XXXXX experienced when placing an online order for a Goliath Basketball unit.

Our Corporate Customer Service Team spoke directly with the customer on October 2, 2014 regarding this complaint. Our Customer Service team recognizes the miscommunication and direction given throughout this transaction. We are currently working to evaluate our buy online pick up in-store process to improve the customer experience.

After speaking with our Corporate Team, Ms. XXXXX received an email on October 2, 2014 confirming a $546.24 credit to the account. The credit typically takes several business days to post to the credit/debit/bank card statement. The credit the customer requested has been issued for this order.

On October 2, 2014 Dick's Sporting Goods Corporate Customer Service Team extended a $25.00 gift card to Ms. XXXXX for this matter.

We regret any misunderstanding or frustration regarding this situation on behalf of Dick's Sporting Goods.

Review: My original purchase took place around 01/01/2015 with a gift card from Dick’s online website. The item was in stock at the time, but I received and email on the 5th of the month stating they cancelled this order due to stock issues. So, this has happened to me before and I really wasn’t concerned with the issue, but needed a new gift card issued back to me. So on the 7th of January 2015 I called in to request a new gift card be sent to me. The agent said it will be processed and take 7-10 business days. On the 10th business day I did not receive the card, so once again I called in. The agent informed that she spoke to her manager and he told her that "workers in the gift card department had quit and there will be a delay". I said I understand, but when can I expect the card? She told me they need 1-3 more business days to process the transaction. I said OK this is fine.

Three business days pass and I have never hear anything from DICKS management/staff or been sent the new card. So on the 4th business day I decide to do an online chat with a representative and explain my whole situation over again. After talking with her she tells me that she understands why I am frustrated and will document everything I tell her. She then tells me someone from Dicks will call me in 1-2 business days to discuss the matter. 1-2 business days have passed and still no manager or anyone from Dicks has contacted me.

Thus this is the reason I am putting in the complaint. It’s solely based on the lack of response from Dicks to even have the strength to reach out to me. If they would have once attempted some effort to my matter I would have been satisfied. Most importantly they still have my money and have not given it back. Today will be the 17th business day without correspondence or a new gift card. I am very upset and thought this would be my only voice for anyone to hear me. I am a very easy going person and this is the first time I have ever done something to this extent. I understand that things do occur that are tough to fix or manage. If I would have simply been informed on the matter at hand by anyone at DICK’S I would have not filed this complaint.Desired Settlement: I would like just to get the money back for my gift card which was around 34.00. On top I think I deserve something for the inconvience this has caused me to rectify the situation.

Business

Response:

Dear Revdex.com, DICK'S Sporting Goods is committed to ensuring a posting customer experience. We regret to hear of the delays associated with the re-valuing of Mr. [redacted]'s gift card.In reviewing this matter, we do show that our office has since re-valued the gift card via an online gift certificate. For the inconvenience and delay, our office will also be issuing an online promotional code for use on a future order. Thank you and best regards, DICK'S Sporting Goods

Review: Ordered an item listed as in stock. Five days later, the company cancelled the order even though the item was still listed as in stock. Offered a useless short expiration coupon. They advertise items will be delivered by Christmas or the item is free.Desired Settlement: I would like my item sent for free as the company advertises.

Business

Response:

Dear Revdex.com, DICK'S Sporting Goods is committed to ensuring a positive and friendly online shopping experience and we would like to apologize for any inconvenience Ms. [redacted] may have experienced. Due to the popularity and high demand of the NCAA apparel items, our site did cancel the order as the units in this size ‘Large’ did deplete during the process associated with sizing.We understand our customer's urgency to have their gift selections shipped on time and without issue. However, our "Guaranteed To Get There" promotion was limited to some exclusions and terms and conditions. When the "Guaranteed To Get There" promotion was active on our website, the below verbiage was under the promotion detail:What is the "Guaranteed To Get There" (GTGT) promotion? This is a program where we guarantee delivery of certain item(s) by 12/24/14 or the customer will get their item(s) for free. Who will qualify? (Must meet ALL criteria below) 1. If a customer places an order for one or more items starting on: o DSG - Promo Start Date: 12/4/14 2. The item has the "Guaranteed Delivery" icon (a gift box symbol). 3. The customer selected the appropriate shipping method (overnight; 2nd day; or Standard Ground - Depending on the dates listed on the partner sites GTGT calendar {Freight shipments are EXCLUDED from this promotion}). 4. The item was not cancelled as out of stock 5. The item does not arrive on or before 12/24/14.Again, we regret and misunderstanding or inconvenience regarding our promotions. Thank you and best regards, DICK'S Sporting Goods

Review: We were shopping on the website for an item on 1/15/2014. According to the website the item was in stock and we preceded to place the order, use our debit card for payment and finished the order. The money for the item was "put on hold" per their request in our checking account. According to our bank records it was deducted within less than 8 hours. On 1/16/2014 we received an email stating that the item is out of stock and our order has been cancelled. I called the number that was given for customer service and was told that "the hold" on our money will come off in about 3 to 5 business days. So in the mean time I am not able to use the $74.00 that is rightfully mine. I also asked how it could be sold out when the computer said it was in stock. I was told that with holidays they expect some returns, etc and the computer doesn't get adjusted as quickly as it should. This is false advertising and taking peoples money when they don't have the item being sold.Desired Settlement: I would like them to change their practice of selling things they don't actually have and taking control of customers money unlawfully. Also I would like to see them return the money as quickly as they took it.

Business

Response:

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

It is important to express that DICK’S Sporting Goods regrets any inconvenience that Ms. [redacted] may have experienced related to her 1.15.14 online experience.

DICK’S Sporting Goods is committed to ensuring a positive and friendly online shopping experience and we would like to apologize for the order cancellation and subsequent debit account hold.

Please be assured that Ms. [redacted]’s banking account was not actually charged where funds were transmitted to Dick’s Sporting Goods. With Debit card transactions, banks will hold the funds until such time a merchant requests payment. If payment is not requested, such as in this case, the customer’s bank will release the hold on the funds.

We certainly understand the importance of a customer receiving a timely release of any debit holds and we would encourage Ms. [redacted] to contact her local bank manager and request that her funds be released to her account if her bank has not done so already.

If our office can be of further assistance, Ms. [redacted] should contact Customer Service at ###-###-#### and ask to speak with a Supervisor or Manager to assist her.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

Review: When I order a pair of paintball pants size 38w 32l. When it came in I tried it on and it didn't fit, so I called the customer service and informed him that I need the next size up and the I need a shipping label for this pants so I can send it back. That was on the 12 of December 2013. I called and wondering where my other pair of pants was and was informed that they were doing a refund without asking me that was on the 15 of December 2013. Today { 26 of December 2013} was told that I should see the refund by the 3 of January of 2014. That would be near to one month before I see my refund. The supervisor that I talk to gave me her phone number and it is ###-###-#### and her employee number is [redacted]. I just want my money back!Desired Settlement: I want my money back before next year.

Business

Response:

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

It is important to express that DICK’S Sporting Goods regrets any inconvenience or disappointment that Mr. [redacted] may have experienced related to his 12.9.13 online order for a pair of paint ball pants.

DICK’S Sporting Goods is committed to ensuring a positive and friendly online experience and we would like to apologize for any disappointment associated with the fit or return request for these pants.

We certainly understand the importance of a customer receiving a timely credit for the return of merchandise. Please know that DICKSSportingGoods.com does not issue a refund until such time the merchandise is received and processed at the returns center. Further, the customer’s bank will then post the refund credit typically during the next billing cycle depending on that financial institution terms and conditions.

In reviewing this order information, our office was able to determine that a credit in full ($124.58) was issued to Mr. [redacted] account on 12.31.13. Mr. [redacted] may contact our Customer Service team if we can be of assistance at ###-###-####.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

Review: went to shop for a shot gun at this facility, sales agent stated the product was 199, so we proceeded to run the background check etc, after running these checks, the price was changed to 349 and the manager or the sales agent stated that they had made a mistake in pricing. Several times during the process I had clarified the price and they continued to state it was 199.Desired Settlement: Honor the 199 price, if unable to do so get a letter for ATF that no background checks were done or all documents were destroyed upon cancellation of this order.

Business

Response:

Dear Revdex.com,We are sorry to hear that the wrong price was communicated to Mr. XXXX at our store. As a licensed firearm dealer we must comply by completing and receiving an approval on the background check before we can proceed with a firearm sale. Before the pricing confusion, we were following our policy to run the background check.Since the customer decided not to transact with our store once the correct price was identified (and the background completed) we can not cancel or request that these documents be destroyed. They are completed electronically at the store before we are allowed to proceed. We truly apologize that the store miscommunicated the price. The details indicated that the manager got involved to clear up the confusion and present the correct price. Mr. XXXX decided not to proceed with the transaction and we are sorry to hear we lost this sale. If customer would like to discuss this further, we encourage him to contact our Corproate Customer Service Team at ###-###-####. Sincerely,Dick's Sporting Goods

Consumer

Response:

Review: I placed an online order at www.dickssportinggoods.com on December 5, 2014 for a total amount of $143.41 order #3026148767 at that time they charged my debit card for the total amount due. On December 10, 2014 they charged my debit card again for a total of $103.57 and again for a total of $39.84 for the same order placed on December 5th, without releasing my funds from what they called a pre auth charge. I have called into their home office at 877-846-9997 2 times so far today and have spoken to 3 different people who have been EXTREMELY rude and who tell me there is nothing they can do. They are refusing to release the pre-auth charge and are currently charging my debit card $286.82 and causing me to be overdrawn. I am extremely frustrated by the fact that no one is trying to help me or even apologize for this, but simply telling me too bad.

Order_Number: [redacted]Desired Settlement: Refund

I want them to cover my overdraft fees this has caused me as well as at LEAST refund my "pre-auth" charge ASAP. I am trying to buy Christmas presents for my children

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 with her online order. It is important to note that we message order updates frequently for our online customers: • The first email sent to the customer acknowledges that their order was successfully submitted. Additionally, this message advises, “You will soon receive additional emails regarding the status of your order.” At this time, the total order amount is authorized and held by the financial institution. This is done to confirm the card is valid. Pre authorization charges are held in accordance with the terms of a customer’s bank or financial institution. • The second email sent to the customer advises, “If you paid for your order with a credit card, you will not be charged for an item until it has shipped. If you paid with a debit card or a check card, the money will be deducted when you place the order.” For the purpose of clarification, Ms. [redacted]’s order was sent in three separate packages, at no additional cost to her. This is the reasoning for the three separate charges on the customer’s account. However, the three separate charges totaled correctly and therefore, Ms. [redacted] was not over charged by DICK’S Sporting Goods. Furthermore, we cannot remove authorization charges on processed orders and therefore Ms. [redacted] must discuss that matter with her financial institution. 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: The service guy at the Dick's doesn't know how to sharpen the skaters. We brought one pair and he did twice to sharpen it, so now the blades are very short and cannot work properly. It is a very expensive sthebrand new professional pair of skates. Not only we cannot use it anymore for practice and performance, we also waste time and service fee at the store.Desired Settlement: Not only refund our service fee, but pay for our pair of skates ($125) as it's defective now and it's totally Dick's fault.

Business

Response:

Dear Revdex.com,

We want to take this opportunity to apologize for any disappointment in our skate sharpening service. We have forwarded this complaint to our Risk Department for handling given the claim of damaged property. They have reached out to the customer via the contact information (phone and email) provided and will work to bring the customer to a satisfactory resolution.

Thank you,DICK'S Sporting Goods