Dick's Sporting Goods Inc

Review: [redacted] - If you find a lower price on an identical item (brand and model number) currently available for sale at a local retail store, we will match it. Just bring in the retailer’s ad at the time of purchase. We will not price match rebates, coupons, bonus offers, including BOGO offers, free offers, and gift card offers, clearance, including closeouts and used items, limited-quantity or out of stock items, prices advertised only as a percent off or dollar off, services or another retailer’s pricing error. We reserve the right to verify a retailer’s price and the availability of the item.

I paid 39.99 for a set of knives which were on sale at a local retail store and in stock for a price of 26.87. The manager would not match the price in light of their winning price guarantee.Desired Settlement: I would like to be refunded the difference.

Business

Response:

Dear Revdex.com, DICK’S Sporting Goods is committed to ensuring a positive customer experience. We regret to hear of Mr. [redacted]’s complaint regarding our price matching policy. We have reached out to Mr. [redacted] to come to a satisfactory resolution.Thank you and best regards,DICK'S Sporting Goods

Review: I grabbed a few items of the displays that clearly buy one get one free. When I went up the register with these items the sale was not honored. I even took a picture of the display showing the sign and items I grabbed. I was very unhappy with how this was handled and the false advertising for a discounted second item.Desired Settlement: The free golf shirt which was advertised and a gift card for my troubles

Business

Response:

Dear Revdex.com, DICK'S Sporting Goods is committed to ensuring a positive customer experience. We regret to hear of Mr. [redacted]'s complaint regarding a recent promotion at his local store. With the limited information provided, we are unable to assist and/or clarify the terms and conditions of the promotion. With that said, we have attempted to contact Mr. [redacted] via email on April 20, April 24 and again on April 27, 2015 in order to gather that advertised details so we may assist. We also attempted to follow up with phone calls, but we were unable to connect with Mr. [redacted]. We are happy to assist and we would love the opportunity to restore Mr. [redacted]'s confidence in our brand, but we ask that he please call us at ###-###-#### so we may look into this matter further. Thank you and best regards, DICK'S Sporting Goods

Review: I stopped at the Dick's Sporting Goods, new Oshkosh location to look at a sleeping bag I wanted to purchase as a holiday gift. I found the exact bag I was looking for and it was marked $149.99 which was comparable with both Gander Mountain and Cabelas, for the same style and weight of sleeping bag. Then I got lucky and noticed there was a sign saying "All Field & Stream Sleeping Bags, Tents and Cots; SAVE 50% Off; WAS $19.99 - $499.99". I doubled checked the shelving price label and the UPC code on the box to make sure they matched, which it did.I proceeded to the check out and the clerk scanned in the sleeping bag. He asked if I wanted anything else and I told him I did not. He then total me that my total was "$104.99". I told him that wasn't correct because it should have been 50% off of $149.99 which would lead to me having a total in the $80 range. He looked into it for a moment when another clerk entered the conversation and scanned the box. She then provide me with a screen on the scanner that showed the "Original Price" as $199.99, the "Regular Price" as $149.99 and the Sale price as $99.99. At that point I asked to speak to a manager which they kindly found. The Manager provide me the same explanation. He and I then walked back to the area because he insisted that sign said "Off the Original Price" (which it did not) and when we got back there I showed him their advertising. The only listed price anywhere to be found by the customer was $149.99 and the sign said nothing about an original price. The have what seems to be an imaginary and unknown to the public price that they advertise discounts off, to which the customer knows nothing about. It's false and deceptive advertising, which had I not doubled check the sale price, I would have known nothing about. There is no way for me to know that I'm not actually saving 50% off the shown price.Dick's Sporting Goods have had legal settlements with groups in other states over the same issues in the past.Desired Settlement: The sad part is that there isn't really a resolution in place that can solve the problem I have, because even with the discount I should have received, I would spend any future money with this business and cooperation. I wish there was a way for truthful and honest advertising to be monitored so future customers don't get ripped off and scammed. I watched a lady behind come up to the register with a cart full of items and I highly doubt she'd be able to keep track of every correct price. Sad.

Business

Response:

Dear Revdex.com, We regret to hear of Mr. XXXXX's frustration with our store and the sale pricing for the sleeping bag. The manager did provide Mr. XXXXX with the correct information, that it was indeed 50% off of the original price of $199.99, which would make it $99.99, and not the $149.99 it is currently selling for. We have taken action to document this feedback and forward it to the appropriate individuals at the corporate office to ensure more clear signage in our stores for the future. If Mr. XXXXX has any additional questions he may contact our office at ###-###-####. Sincerely,Dick's Sporting Goods

Consumer

Response:

Having the only listed and posted price for the item being $149.99 to be accompanied by a sign saying that all merchandise of that type is 50% off, does not make it acceptable to be discounted to only $99.99, it's deceptive advertising and should be considered unlawful.

Business

Response:

For the purpose of clarification, DICK’S Sporting Goods is committed to providing a well-merchandised, signed, clean and neat shopping experience, where product is recovered and relocated to its specific location throughout the store hours of operation, to the best of our ability. Occasionally, product is discovered by other customers in locations where the pricing is specific to another product, and at a lower price point. For that inconvenience, we would like to apologize again for any confusion this may cause our valued shoppers. In such a situation, our staff and managers assist a customer with identifying the correct pricing.Again, we regret any misunderstanding or inconvenience regarding this situation on behalf of DICK’S Sporting Goods.

Review: I purchased a Volt600 Vertical Laser Rangefinder advertised in the Black Friday add from Dicks Sporting Goods BECAUSE is was advertised as final price $59.98 after $30.00 mail in rebate AND $10.00 Dick's mail in rebate.

When I went to complete rebate forms after searching on line for them realized both requested ORIGINAL UPC(which is impossible) from item and the $30.00 rebate from Simmons required an on line pre qualification... which I proceeded to complete only to discover that the item does not qualify for a rebate.

CLEARLY it was advertised as it did qualify otherwise the final price would not have been 59.98 ad the purchase price was 99.98

I called Dicks and The rebate company neither of which could help me.Desired Settlement: I would simply like to have the $40.00 total in rebates that was advertised.

Business

Response:

Dear Revdex.com,

We have successfully worked to bring Ms. [redacted] to a satisfactory resolution by contacting her by phone to clarify and assist with the rebate process.

Thank you and best regards,

DICK'S Sporting Goods

Review: This amount is minimal but it is the principle that is frustrating.

I placed an order for a $20 item using $10 of cash rewards which was accepted and in process. Other than dicks stating they were "overwhelmed" during the holiday season they cancelled my order.

I presume this had more to do with my order not being lucrative to them. ( the item is still available on their website)

my "dicks cash" has not expired.Desired Settlement: I think they should be audited for this action as I dont believe they have the right to do this and I have to assume it has happened before

Business

Response:

Dear Revdex.com,

We have reached out to Ms. [redacted] to research the reason for order cancellation, apologize for the disappointment and we have reshipped the item.

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: 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 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 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: 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: 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: 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: 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

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

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: 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: 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: 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 purchased a basketball in ground system from Dick's on 4/15/2012. We were supposed to get the product delivered and installed in about a week.mit has now almost been 3 weeks and we still did not get this product. Today they finally were going to come to install so I took a day off from work and they did not show up to install. At this point I am going to cancel this product purchase and installation. The service at Dick's from the get go was poor and they clearly do not want to have anything to do with the installation of the product. This is ridiculous ....I am in the services business and I I sell a product and delivery or install I have to make sure my customer is fully satisfied. In this case Dick's said they are not responsible for the company they contract the delivery or installation to. Now I have requested for a refund and Dick's said they need to first get the product back from their 3rd party company before they can issue me a refund. This is absurd because it is their choice of 3rd party company and why would I have to pay the consequences for their errors. Very disappointed and it's been a unpleasant experience shopping with Dick's. The manger did not even have the decency to apologize or ask why I was canceling the order.

Thanks for your help regarding this matter

Regards

[redacted]Desired Settlement: Compensate for my time wasted and taking time off work.

Thanks

Business

Response:

Dear Revdex.com,

DICK’S Sporting Goods is committed to ensuring a positive customer experience. We regret to hear of [redacted]’s complaint regarding an in-ground basketball system and professional delivery and installation services.

Our records indicate that the customer was refunded.

In regards to the in store experience, we regret to hear that we did not meet your expectations. We strive to provide a knowledgeable, passionate sales staff. Like you, we have a real passion for sports and are excited to pass the enthusiasm and experience on to our customers. From the details of your experience it is clear that our objectives and goals were not met. We always appreciate the customers who take the time to let us know about their shopping experiences, both good and bad. Your feedback provides us with the opportunity to review our customer's concerns so that any necessary improvements can be made for the future.

Again, we regret any misunderstanding or inconvenience regarding the professional installation services.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

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

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: 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: