Dick's Sporting Goods Inc

Review: The Orlando , FL Store on Alafaya Trail would not accept my return even though it was well before the date written on my receipt.

The product was a Fitbit Heart Rate Monitor watch. They claim was because it is a personal item it could not be returned under the normal store return policy. My argument against that would be that is not spelled out anywhere in their terms and agreements. It was not a change of heart/buyers remorse or anything like that, but the fact that the watch irritated my wrist which became discolored and bumpy with a rash. I really liked it and wanted to keep it, but it made no sense when it clearly did not agree with me. Now I think at the very least the store could honor the return and/or even contact the manufacturer. If I were a different kind of customer I might be seeking more than just the cost of returning the item, but that is all I wanted. I did not even requested them to cover the cost of a medical office visit and the prescription that I had to pay for for the irritation - both of which I am sure adds up to more than the cost of the $149.99 plus tax. It is grievances like these that can lead to infuriating a person to the point where they will pursue additional actions and remedies when the much more simpler road makes far better sense to take when offered. I have been more than patient and I would like that acknowledge and made right, once and for all now - finally.Desired Settlement: I want the store to offer a refund or store credit at the very least for the amount in full - at the very least. It would also be nice if they extended some other suitable measure for the hassle and inconvenience having to wait all of this time, make the calls and revisiting the store that I had to do.

Business

Response:

Dear Revdex.com,Thank you for allowing us the opportunity to investigate this complaint. Ms. XXXX reached out to our corporate office in September reporting the issue she was having with the FitBit. At that time, we explained our return policy (all returns must be new, in the original packaging and contain all parts and accessories). This information is printed on the back of all receipts and on dickssportinggoods.com. We referred Ms. XXXX to contact the manufacturer directly for assistance and provided FitBit's contact information. Our corporate Supervisor has tried to contact the customer several times by phone. Nov. 9, 2015 a voice message was left at the phone number provided in the Revdex.com complaint. Again on Nov. 12, 2015 the Supervisor tried to contact Ms. XXXX and left a second voicemail. Dick's Sporting Goods recommends Ms. XXXX contacting FitBit to report the reaction she received from FitBit's product. Our corporate office has documented the information and has it stored with our Risk Department. We will continue to monitor further customer complaints on this product and report them directly to FitBit as well.Ms. XXXX can reach our Corporate Team at ###-###-#### (option 0) as we have the details of her experience and contact with us recorded.Sincerely,Dick's Sporting Goods

Consumer

Response:

I did in fact have all of the originals contents and it was and still is in new condition (only worn a few times until I began getting this irritation/outbreak, at which point I attempted to return it, but they refused once I told them I had in fact opening it and the reason why I had to return it is because I felt something interesting its materials I must have been allergic to...they could hardly even tell it was opened or worn, but I am honest, again, having all the original materials and this product still looking in New condition and within the return period, but essentially, due to the fact I wore it (which is the only way to have learned about getting an allergic reaction from wearing it), they claimed that although the return period hadn't yet lapsed, it was a personal product and therefore something they could not accept as a return. This is not something explained however on the receipt, which they are also referring to in their past response and that was and still is my point...they allowed my return period to lapse and told me to try calling the customer service number, since on the phone they have way more leeway than they have in the retail stores. They of course did nothing to help the situation, just more all-around. Honestly and seriously, even though in the rarest of an occasion, I've never had a defective product, or one that otherwise didn't agree with me, whether an itchy sweater or something that in "still new" condition and within the return period I had been refused a return. For Pete same, it wasn't buyers remorse, it clearly irritated my wrist and was causing an allergic rash; I then immediately discontinued wearing it and immediately attempted a return and was blocked from doing so... They are seriously sending the wrong message here to not hold up their end with what was a legitimate return, which unfortunately now time has far lapsed and I should not have to suffer furthermore as a result of that, and for being honest too...really and I quote " I can't even tell you wore it." Well, I hate to say this but, I wouldn't blame customers for lying when this is the thanks you get in return!!!! For all I know, maybe someone else did wear it before I did,and that is why I had the reaction I did? After all, the box was already opened when the salesgirl took it out from the locked cabinet. She told me it was just opened for people to try on and was still new. This is messed up and all of my money this holiday season for anything similar to products they sell, I will just go to Sports Authority, or any other numbers of others sports and recreational retail stores, I want nothing further from Dicks ever...they have soured my opinion of them and I see not attempts of any sort to turn this experience around, so I am done, other than to file this complaint and continue pursuing it and to warn others of what can happen when you're trusting and expect certain businesses to play fair, and the results and bad taste left when they do not and are nothing but a constant insult and disappointment. By the way, I was an assistant retail manager years ago, and this was something well within their scope of possibility and reasonable to honor, under the circumstances. It wasn't quite as "black and white" as they were making it out to be, as though I had been blurring the lines or something. This should have been "something" well within a case by case basis that had granted merit to honor, and not something that looked like it had been used and was just later being returned not in New condition original condition or without all its parts, product information etc... I even had everything returned back to the package, same condition as I purchased it, and that is the big insult here that makes this all sooooooooo absurd!!!!!!!!! I will continue to escalate this, not because I don't have anything better to do with my time, but because of the principle of it all. In the end I hope they'll see and appreciate that I'm doing them a favor, a different kind of person/customer, might have quite "literally" turned this otherwise into a federal case, and next time, if there is one....it would serve them right in being a lesson on how to better conduct business and employ better more rational use of sounder judgements.

Review: I placed an order for an snow board at dickssportinggoods.com and was sent a wrong board and had it returned.(order number [redacted]) My tracking ups tracking number, [redacted], indicates that they have received shipment on the 10th of december. When I contacted their customer service back in december, they provided me with a wrong tracking number which said the package was never picked up, and I was told I would received my money when the package was delivered. I had to contact ups on my own and the ups found me the correct tracking number. When I contacts dick's customer service with the right tracking number, which said they have already received the package on 10th of december, they told me they will process the return right away, which they negelected to do. I had to call them back in beginning of january to ask for a return yet again and finally received a email on the 18th of january saying that return has been processed and money should be posted to my account within couple days. After a week I called them again because I haven't received the money yet I was told that they were having issues with credits issued on 18th to 21st of january and they will contact their credit department and get back to me within couple days. When I wasn't contact by them after a week, I called them again and this time they told me that they will provide me with the credit number within couple days so I can contact present it to my bank, but they still haven't got back to me yet.Desired Settlement: immediate full refund of $323.95 USD for an item that was returned on 10th of december, 2010

Business

Response:

Dear Revdex.com,

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

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

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

Through further researching Mr. [redacted]'s concerns, it appears that he was offered free return shipping for the incorrect item and had a full refund processed to his original form of payment. When the delay in refund was discovered, we were immediately able to confirm the receipt of Mr. [redacted]'s item and have the transaction reprocessed.

We have met Mr. [redacted]'s expectations and believe this issue resolved.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

Review: On 12/20/14 around 5 a.m.(PST), we made an online purchase at Dick's Sporting Goods. My husband attempted to purchase a pair of shoes in a men's size 11 but the website said that the shoes were already sold out; the website still had a size 6Y available for me. He was able to purchase the shoes and completely check out with no issues. The money was also taken out of our account the same day and a purchase confirmation was emailed to him. The website advertised that orders placed by 12/20 would be guaranteed 2 day shipping and we would receive the shoes by Christmas Eve. We did not receive the shoes on 12/24 and were unable to reach Customer Service that day. My husband called the Service line and was able to retrieve the auto message stating that our order was still being processed. On 12/28, my husband placed another call and finally spoke with a gal who was very rude and not much help. He asked what the status was on the package and she said that Dick's canceled our order because they don't have any more shoes. They would refund our money but it may take several days. My husband relayed this info to me so I placed another call about 20 minutes later (approximately 12:50 pm) because I was furious with the lack of communication and poor customer service. I spoke with a young man who gave me completely different information. He told me that there were NO notes or any information stating the order had been canceled. He said that due to the holidays, shipping was slow, even though we were GUARANTEED delivery by 12/26, and that they would ship out within the next day or two. On 12/29 at 5:23 am, an email was sent to my husband stating that our order was canceled because they were able to complete it.The website showed at 5:02 am (on 12/20) that the shoes in kids sizes were still available. It wasn't until 5:06 am that it showed that they were out, which I have proof of. Dick's continued to sell them knowing they couldn't fulfill the orders and didn't refund my money for almost 2 week.Desired Settlement: I would like an explanation as to how they allowed this to happen. I had the opportunity to purchase the same shoes from another site but refrained because I was guaranteed my pair through Dick's.

Business

Response:

1/8/2015Revdex.com Complaint # [redacted]Dear Revdex.com,We apologize for the disappointing experience Ms. XXXXX had when trying to purchase shoes on dickssportinggoods.com.We appreciate the opportunity to further review and investigate this complaint. We sincerely apologize for the poor customer service and communication received surrounding this order. In an effort to assist, a member of Dick's Sporting Goods reached out to Ms. XXXXX's husband on 1/8/2015 to apologize for the cancellation. It was explained that due to the high demand for the Air Jordan 11 Retro Basketball Shoe release and due to overwhelming demand and popularity of the shoe it sold out quicker than the volume coming in. An offer of a $50.00 discount to use towards a future order with us was extended. The customer accepted and will receive the code via email.Sincerely, Dick's Sporting Goods

Review: I went to Dick's Sporting Goods store to pruchase a NHL jersey for my grandson. I was instructed to go online to order the shirt since they did not have a Maatta jersey. I signed online and ordered the jersey, the website required me to put in a two digit number in to complete the order. As there are no 03 numbers in the whole NHL, I never expected Dick's Sporting Goods to send me something with incorrect numbering since they are authorized representatives of the NHL. When I received the jersey with the incorrect 03 on it, my wife and I immediately contacted Dick's customer service to correct the shirt. On Dec 1, 2014, I spoke with a telephone representative that acknowledged that the website required two numbers to complete the order, she insulted me and told me that I should have picked up the phone at the time to place the order correctly. She said that my order went straight to the vendor for completion so it was not Dick's fault that it was done incorrectly. I asked for the shirt to be corrected, she refused. I then escalated to corporate offices, and spoke to Nicole , Case ID 399317. She told me that she could place a single numeric digit for an NHL jersey that I should have been able to as well. Dick's is being deceptive, please review the telephone call from Dec 1, 2014 at which their customer service representatives advised me that two numbers were needed to complete the order. I made every attempt to ask for Dick's to correct the shirt to read 3, not 03 as there is no such number in the NHL. I am not asking for any money, just for Dick's to correct the shirt. Corporate was deceptive and corrected the problem with the website. I went back to attempt to order another shirt, and the webiste has been changed. The screens are now different which leads me to believe that they fixed the website but won't fix the mistake they made with my NHL jersey. I am telling everyone that I know not to make purchases from Dick's as they are not accurately representing the NHL. My grandson plays youth hockey which Dick's supports, and this was a gift for him. Please correct the problem and issue a corrected jersey for Maata that correctly reads 3 as everyone in youth hockey and the NHL knows there is no 03 in hockey. It is not an authorized jersey of the NHL.Desired Settlement: Please provide correct NHL jersey for Maatta that reads 3.

Business

Response:

Dear Revdex.com, We have issued a return label to this customer and we are working diligently to get the item corrected or to assist in ordering an alternate jersey ordered. Thank you and best regards, DICK'S Sporting Goods

Consumer

Response:

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

Review: I ordered an item for a Christmas gift on Thanksgiving for my boyfriend who lives with me. When the item arrived I was at work and so he brought it in. When I got home much to my surprise I couldn't believe my eyes . All the information about the item I purchased was displayed on the outside of the box. What the hell! It is holiday time. Did I request you to do that? Was that known to me the customer prior to purchase? NO and NO .. I am not sure why you think this is exceptable .. At no point in time did I get an email letting me know this would be shipped this way .. At no point in time did I get a phone call stating that this would be shipped that way .. Perhaps the message was sent snail mail, smoke signal etc...My order number is ORDER NUMBER:[redacted] .. And when I called on November 4th to speak to someone in corporate I was told I have to wait for a call back within 24 hours. That never came.Desired Settlement: I have no problem returning this item and making my purchase elsewhere where me being a customer is appreciated

Business

Response:

Dear Revdex.com,In reviewing this matter, we do see that Ms. [redacted]’s disappointment was addressed by our online team on December 13, 2014 and she was issued a credit towards her order.Please know that we regret any 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 offer our sincere apologies for the package noting the content.Thank you and best regards, DICK’S Sporting Goods

Review: Dick's Sporting Goods falsely advertised 25% Off your purchase on select items during Cyber Monday. I read all the promo exclusions listed on their website and the item I wanted to purchase, Penn Squall Reel, was not listed thus should have qualified for the discount. I spoke with customer service representative and a manager, but I was refused the discount. The only explanation given was that "not all items qualify and this one is not part of the promotion". Neither one of them could find anything in the fine print explaining why the item does not qualify.Desired Settlement: I would like to be able to take advantage of this promotion as advertised.

Business

Response:

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

Please know that we regret any inconvenience or disappointment that Ms. [redacted] may have experienced related to her Monday Cyber online promotion and the PENN reel which was excluded from the cyber 25% offer. The Cyber offer was limited to some exclusions and were identified by eligible text when a consumer clicked on a product and/or placed the items in their cart. In addition, different offers may have been identified in lieu of a percentage off such as free shipping credit. Provided below are some examples of how promotions are identified by product*. 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. With so much interest in these very special promotional events our site makes every effort to provide the applicable promotional offer with eligible products.

See attachment images shown are intended for the purpose of this Revdex.com response and may not reflect pricing or promotional offers beyond the 12.3.13 date.

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: Hello Dear Sir or Madam,

I am writing this letter to express my concerns with your Crescent springs, KY Field & Stream location.

After spending over $3,000 dollars since the 1st of January this will be my last visit to a field & stream location. I felt very uncomfortable while making my purchases at the Field & Stream store.

1st issue:

A field & Stream associate remarked “Here comes eBay man" that was very upsetting to me due to the fact I buy most of my gifts, Sporting goods, and merchandise in volume to give out to friends , family and colleagues. I feel uncomfortable at the checkout with the associates due to unnecessary comments and remarks.

2nd issue:

I came in the store on 2/12/2016 to shop for a few items and noticed that a couple sets of arrow heads were marked down from $39.99 to $2.98 and I contemplated to myself that would make great new addition to my new archery hobby. I decided to take a picture of the item and shelf sale sticker to show at checkout to make my checkout go more smoothly than previous checkouts. At the time of checkout the manager on duty explained to me that the item was $2.93 off of the $39.99. I asked her to explain the reason the item was clearly marked down. I have been there over a dozen times in the last couple of weeks and I was under the assumption that I knew all the policies of the current sales. After listening, I explained how the sale worked from my previous knowledge directly from speaking with the store manager, Jeff (Manager), and Bruce (Firearms dept.)And she called another manager on the radio to resolve the price change. After the archery manager arrived, he had explained that he actually printed off the sticker himself during a clearance event ant confirmed that it was the correct price. She did not like the answer and said several times that this is not right and can’t be possible that the items were 90 percent off. She asked me to show another field & Stream associate where the shelf tag was located so they could have it removed. I explained I have an appointment to be at and do not have the extra time to do your job for you. I also had in my possession a $10 off $25 coupon I received in my email that I was trying to use with my order. She was unpleasant with my transaction and made that clear to me. I was already paid out, and again another situation that made me very uncomfortable.

3rd issue:

After this last situation I decided to look at my numerous receipts when I arrived home and noticed a much greater issue. I have an abundant amount of receipts for Field & Stream purchases since December 22 2015, and I detected many of the items I purchased were discounted at a percentage off of the original price, I clearly read the sign to make sure it was clear and there were 3 types of signs during the clearance event 1st sign 50 percent off of the lowest ticket price off of clothing and 75 off of the other sections I made purchases from. After surveying through my receipts and also itemizing my inventory of purchases, I see in fact I was charged with a discount on numerous purchases incorrectly and I overpaid on many transactions. The items I inventoried had a 3 as the last decimal. The department manager upon my 1st initial purchase during the month of January insured me that every item in the store was 75 percent off of the lowest clearance price ending in a 3. I also understand the other ending clearance items with different numbers ending in a 5 or a 7 had a discount of 25% and other items were price as marked. The circumstances would not be much of an concern if I had just made one purchase. This is concerning to me do to the abundant amount of merchandise I have purchased in the last few weeks.

4th Issue:

I was shopping a few days before Christmas for gifts for my friends and family and decided that Field & Stream gifts would be a great touch. I was in the firearm section looking at the ammo selection and reloading equipment and observing the center ammo display with the current sales signs. Bruce (MGR. Firearms Dept.) was explaining to another customer in regards to the Fiochi shotgun promotion that was currently going on. He explained that the current sale price was for each box and the second box was ½ off as clearly marked on the sign. He informed to the gentleman that if there was any discrepencies during checkout to have the cashier call back to call Bruce in firearms and he would communicate the sale to the cashier. Discussing the sale with the fellow customer, we both decided to purchase a numerous cases each of the Fiochi 12 gauge ammo. We entered the checkout line close to the same time and as the customer was getting his items ring in he turned around and let me know that the ammo was not on sale according to the cashier. I stepped up to the counter and explained exactly what we were informed of. He told us that he could not honor the sale, I asked the employee to call Bruce and get the full details. The cashier articulated to us that if he called the firearms manager and confirmed the information that it would make no difference. After standing at the counter between 15 to 20 minutes he put in codes on the register I was checking out on and he also did the same for the fellow customer. He made sure that he let us know how he felt about doing this with plenty of negative remarks and comments. I have checked out with the same associate a few times since this particular transaction, many of the transactions the associate rang up with the incorrect prices. Majority of the items were discounted from the current clearance sale. I was told by this associate on my transaction that the price marked was the final sale price. I personally went directly to the sign located in the store picked it up and took it to the checkout counter, and again he did not want to honor the discounts that were clearly listed on the sign. The cashier was unpleasant and distasteful with his comments. I was very uncomfortable and upset after leaving the store again with another disappointing experience.

I have not made a decision on what action to take at this point? I have too many items to return at this point in time but returning my purchases might be the best action at this point. I have never been subjected to any of the issues mentioned above from [redacted]’s, [redacted], etc., in fact I know each time I check out I do not have to spend 15 minutes to 20 minutes in checkout dealing with price over rides that end up incorrect after its all said and done, negative comments, disgruntled employees, lack of product knowledge, specials, policies and procedures.

I have communicated with several of my colleagues and members of my local gun club about what Field & Stream offers and the great promotions that were going on in the month of January for the inventory clearance. I have informed my colleagues that I misinformed them about accurate information concerning Field & Stream sales and events that have transpired. I have made copies of all the receipts and at this point not decided what I should do in this matter.Desired Settlement: CUstomer service managemant resolution

Business

Response:

We regret to hear of Mr. XXXXX's dissatisfaction with his experiences at our store location. We have addressed the issues with upper management at the store and also called out to Mr. XXXXX and spoke to him on 2/19/16. We assured him we would share his feedback with the appropriate individuals and apologized for his frustration, with which Mr. XXXXX seemed satisfied. If he has any further questions he can call us at ###-###-####. Sincerely, Dick's Sporting Goods

Consumer

Response:

I am not satisfied with this complaint and I only received one(1) phone call from a represenative asking about minor details in regards to store location. I have not been contacted by a supervisor resolving the biggest issue. I was overcharged with several separate transactions and this is unacceptable. I have not been contacted regarding the receipt review of the transaction that our recorded on my score card , email, and physical receipts to resolve these issues.

Business

Response:

Dear Revdex.com,Mr. XXXXX reached out to us by email on 2/14 and 2/15, through social media on 2/15 and contacted us through the Revdex.com on 2/16. In response to all of these contacts, a senior agent from our office called out to Mr. XXXXX to discuss any of the issues mentioned in his complaint. After addressing his concern of the way he was treated in the store, we asked how else we could assist him and he said that was all. In addition, we have information that Mr. XXXXX has been getting discounts at the store and may be engaging in the unauthorized resale of Field & Stream merchandise (owned and operated by Dick's Sporting Goods). The volume at which Mr. XXXXX is purchasing Field & Stream merchandise indicates that he may be acting in a commercial capacity. Not only are his practices unauthorized, but they are also in breach our numerous vendor agreements and our Terms of Use, http://www.dickssportinggoods.com/helpdesk/index.jsp?display=safety&subdispl...⇄ both of which preclude such activity. If Mr. XXXXX has any additional questions he can contact our office at ###-###-####.Sincerely, Dick's Sporting Goods

Review: I attempted to exchange a shirt at the beginning of the year in exchange for a larger size at. The shirt was purchased at the same location a couple weeks earlier. There were none in stock, so one of the associates ordered one for me off the company's web site. A week later, I received an email notifying me the order had been canceled. I returned to the location of purchase and explained to one of the managers the situation, who told me to contact customer service. Customer service assured me I would receive a gift card, via mail. Several weeks went by and I received no gift card. I again contacted the store manager, who directed me to corporate customer service. Customer service again told me I would receive a gift card, with apologies. Recently, I received an email stating the gift card had been devalued at the Merrillville, Indiana location. I have since contacted both corporate customer service and the store manager about the problem, and both claim their hands are tied. This situation is unacceptable. They have received $70 of my money, and I have not received anything in return. This is usually called theft. No one wants to take any responsibility for it, or provide any sort of refund to me, despite having appropriate documentation of the purchases. I was directed to contact the Merrillville location because that is where the gift card was allegedly devalued. I could not get through to them, afte contacting them several times, via telephone. They are claiming a gift card has been spent, which I never received. Even if this is the case, this is not my error.

Product_Or_Service: blackhawks undershirt (long sleeve)Desired Settlement: DesiredSettlementID: Refund

I would at this point, expect a cash refund. If that is not possible, I will take some form of store credit or the original item of purchase. I need to be accommodated for my purchase!

Business

Response:

Dear Revdex.com,

DICK’S Sporting Goods is committed to ensuring a positive customer experience and we regret to hear of Mr. [redacted]'s complaint regarding his recent online order. In reviewing this matter, we were able to review the online order placed on January 5, 2016 and confirm the tender used for this order was a gift card. After Mr. [redacted] was notified of our inability to fulfill his order, the gift card used was revalued. The gift card was then redeemed in full on January 18, 2016 in our Merriville, IN store location. If Mr. [redacted] did not transact on this purchase, he may contact his local police to investigate the potential of a stolen gift card. However, as disclosed on all gift cards, DICK'S Sporting Goods is "not responsible for any lost of stolen cards."

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

Thank you,DICK'S Sporting Goods

Review: Purchased treadmill from Dick's Sporting Goods Store on 9/23/10 & 4 year extended warranty from NEW, Sterling VA Inc...on parts & labor. Treadmill broke on 6/15/13. Called Manufacturer who immediately covered the parts replacement for treadmill under manufacturers still enforce coverage. Shipped me the parts quickly. Received parts on 6/25/13.Called NEW to get technician scheduled to replace parts either on 6/27 or 6/28/13. NEW Warranty asked if I had the parts, and I said yes, the parts warranty had been covered by manufacturer and they were shipped to me overnight and in my possession. I was then promised by NEW Warranty customer rep, that a tech from JEZ Enterprises would call to confirm scheduled appointment for 7/5/13. On 7/2/13 received call from JEZ Enterprises a subcontracted technician company. Phone call stated they would call me in 24 hours to confirm appointment for 7/5. I called them back on 7/3/13 because no one called me within 24 hours to confirm. I took off work on 7/5/13 to be safe and to be here for appointment. No one showed up to service treadmill. Received email on 7/8/13 asking me to rate quality of service call on 7/5/13 to repair treadmill. I immediately replied to email indicating they were a 'NO SHOW'. I then called JEZ Enterprises and left message per instructions to ask them to call me and reschedule. On 7/9/13 I then also called NEW to complain about the lack of no show. They told me that in their system I showed as calling and canceling the request for service, which I had not done. That is strike two. I then called JEZ and they told me that NEW canceled the appointment which is why they didn't show up cause they wouldn't get paid by NEW. So I called NEW Warranty back and said give me a new place. They gave me Eagle Courier Express. Eagle was to call in 24 hours and confirm appointment. On 7/10/13 I called Eagle 3 times since they didn't call me. They first told me they couldn't come for weeks and then said they didn't have any record of a service ticket in theirDesired Settlement: I want either a full refund of my treadmill of $899 or a full refund of my 4 year extended warranty of $199.99 and an apology. This is theeee worst experience of my life. I have already opened a complaint with the NEW Warranty company and will do so with Dick's and with JEZ Enterprises. Every single phone call has led to a lie. I bet it will be 2 months to get this fixed and this is so damn ridiculous it is unbelievable. I walk for helath issues and this is making me so upset it isn't even fun.

Business

Response:

Dear Revdex.com,

Please be assured that we will take immediate action to contact our third party warranty provider, N.E.W. to address Mr. [redacted] concerns regarding repair of his treadmill. It is our expectation that he would be contacted within the next 48 business hours by the warranty company and then scheduled to have his treadmill repaired, and if necessary, issued the buy out purchase price of the unit per the conditions of his service plan.

Thank you and best regards,

DICK'S Sporting Goods

Customer Care

Review: Purchased a treadmill(floor model) and when I picked it up was missing power cord and security key. Attempted on day of pick up and 4 later days to call store with no response and no confirmation or call back about receiving the missing pieces. Called the corporate office who was very unapologetic and said since I got a discount on my purchase I would not receive further compensation but they would work on getting me parts with no deadline or confirmation of when this would take place.Desired Settlement: Would like the missing pieces along with some form of compensation for my time wasted and the hassle.

Business

Response:

Dear Revdex.com,

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

Thank you,

Customer Care

DICK's Sporting Goods

Consumer

Response:

Review: I Purchased an Epic Elliptical Workout Machine from Dick's in March 2013. Since then Dick's and Icon Fitness have sent out repair men at least 5 times if not more. The Machine has never once worked, they will not take the machine back or refund me my money. They have advised me they are going to keep sending out repair men to fix the machine until my warranty runs out. I can't even get this machine to work long enough to sell it. The only reason I have not had the repair men out more often is I work 2 full time Jobs and I am trying to go back to school, I don't have time for this. I just want this machine out of my house and a refund. This is basic customer service, and the right thing for them to do.Desired Settlement: I want them to REMOVE this heavy machine out of my house and I want a refund! I would rather it be in the form of a credit back on my card, at this point I will take a gift card. JUST GET IT OUT OF MY HOUSE!

Business

Response:

Dear Revdex.com,

We have worked with our Delivery and Assembly team to have the unit picked up as of Friday, October 24, 2014. The refund for the purchase price of the unit has been processed and may take up to 7 - 10 business days to post to the customer's account.

Thank you and best regards,

DICK'S Sporting Goods

Review: DicksSportingGoods.com offered a 20% off plus free shipping on 1 item on your order last week. I placed two online orders for the same item within minutes of each. I received two order confirmations which reflected 20% off and free shipping. After days of not receiving the two shipping confirmations, I followed up today via their online chat** with their customer service.

Dick's customer service indicated the item was no longer in stock at "my warehouse". I then pointed out that NO PLACE on Dick's site said that I was placing the orders for a particular warehouse. The site simply showed the item "in stock" as "in stock" and ready to ship in 3 to 6 business days.

Then, during today's chat with Dick's customer service**, I also went to their online store. put the same item in my cart, and went through checkout which indicated that the SAME item was "IN STOCK" and ready to ship to the SAME ADDRESS in 3 to 6 business days[redacted]. I relayed to the rep that I COULD PLACE AN ORDER TODAY ON DICK'S ONLINE STORE and RECEIVE THE SAME item so the warehouse was not the issue.

The rep wouldn't respond and informed me that the warehouse would cancel my orders in a week. I told the customer service agent that I didn't want my orders cancelled under any circumstances.

My impression from Dick's customer service department was that they found that honoring their terms to be financially disadvantageous and refused to ship to me because they may not reach their profitability goal for my orders. However, Dicks extended and offer, I accepted and placed the orders. I am not responsible for their issues and Dicks should honor their terms of our agreement.

** I have the chat transcript with the Dicks Customer Service Rep to collaborate these statements.

[redacted] I captured an image of Dick's Checkout page today to document that the SAME ITEM going to the SAME address was in stock and ready to ship in 3 to 6 business days. I.e. This is the SAME items that Dicks wants to cancel because this it's out of stock in "my warehouse" per their Customer Service department.Desired Settlement: Ship orders [redacted] and [redacted] to me.

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 XOP Outdoors Maximus Hang-On Tree stand.

It is our desire to ensure each customer has a positive experience shopping in our stores and online. Due to the popularity and high demand of the Lodge sale items during this time of the year, our site did cancel the order as the units did deplete. With so much interest in these very special sale events, product can go quickly in some cases.

Again, we are sorry for any inconvenience regarding this situation on behalf of DICK’S Sporting Goods.

Thank you and best regards,DICK'S Sporting Goods

Review: In April, I purchased a goalrilla basket ball goal from Dicks in Greece NY. I purchased the professional installation from Dicks who uses a 3rd party Go Configure as a subcontractor for this type of work. I had several scheduling issues with go configure which required daily calls to customer service to get resolved. I was promised that the hoop would be installed by Memorial day for a party it was not. Go Configure was dishonest and I was charged extra for the installation for a service that they did not provide. The hoop was finally installed, but the installation was grossly incorrect and the hoop is not square to the court surface. I spent thousands on this hoop and the professional installation to avoid these types of installation mistakes. I have requested the installation be repaired, however neither Dick's or Go Configure will respond. The hoop quality is top notch.Desired Settlement: Go Configure, removes the hoop, digs up the concrete if required and provides the professional installation as advertised.

Business

Response:

Dear Revdex.com,

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

It is important to express the following details regarding DICK’S Sporting Goods delivery and assembly program and our third party professional service provider, Go Configure:

· Both Dick’s Sporting Goods and Go Configure shares the values of providing excellent customer service, timely response and valued added professional services that enhance the customer’s product or sporting activity.

· These professional service appointments are contingent to the availability of both the customer and the professional delivery technicians.

· Dick’s Sporting Goods provides their valued customers with the Homeowner Instructions and requirements in an effort to fully disclose the terms and conditions of what the professional services are and what the paid fees cover and excludes.

· Our valued customers have the opportunity to review these terms and conditions and accept the agreement with their signature. Customers do have the options to find alternative contractors or transport and install on their own. Customers are not obligated at any time to pay for professional services at the time of purchase if the consumer is in disagreement of the terms and conditions.

· Removing an existing system, cutting into concrete or blacktop, cutting into rock, tree roots or other underground obstructions are not covered under this basic professional fee as additional labor, time and tools are required at and are to be paid to a contractor of the customer’s choice or can be paid to Go Configure. It is important to note: Customers are not obligated to pay additional fees for this service to Go Configure as the homeowner may elect to clear the obstruction independently so the contractor can complete the work or select a second site within their property to place the in-ground system.

In reviewing this matter, our office was able to see that Mr. [redacted] was provided a full dig out and reinstallation at no cost to him as it was found that the unit was not square to the playing surface. Mr. [redacted] was also issued a $100 gift card due to the delays and inconvenience.

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

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

Review: for three months now I have had nothing but one issue after the next. I have continually tried to allow Dicks customer service to rememedy the issue and all that brings is more issues. I ordereds shoes they were used never received notice that replacements were no longer avaialble. had to place new order. order lantern it was broken. requeasted gift card to be mailed instead received a online only certificate. requested an additional giftcard (since If I had to order online it would cost me more in shipping to order then what the gift card was worth. they sent me 50 dollar gift card (after weeks of having to continually call since no one would call me back) to get it. went to place order online gift card was cancelled. asked to have gift card replaced they sent me a new 50 dollar gift card to go along with my current 50 dollar gift card but ended up cancelling first 50 dollar gift card each time not realizing what they did until I had already tried to make a purchase after standing in line for 40 minutes to use my gift card or sitting online trying to get it to go through. called again today to see if they could help instead I have to wait for customer service to email me back. something that won't ever happen.I want my two $50 dollar gift cards to work. I have spent a large amount of money there over the past year online and instores and have had nothing but issues with everything. My sneakers I bought beginngin of May 2013 are ripping and tearing around the toe area. I have worn the sneakers a total of 10 times. I know have to purchase new sneakers as I can no longer wear the ones I just spent 80 dollars on that should have lasted well over a year not a few months.Desired Settlement: I want at least my two $50 dollar gift cards to go through with no issues. I want the new pair of sneakers that were on sale for $59.99 when I originally tried to place the order last week to be honored at that price and I want no issues when I receive my order.

Business

Response:

DICK'S Sporting Goods is committed to ensuring a positive customer experience. We regret to hear of Ms. [redacted]'s complaint regarding her appeasement gift cards being cancelled.

In reviewing this matter, our office was able to see that Ms. [redacted] did receive two $50.00 Gift Cards. One gift card on 1/15/2014 and a second gift card on 2/26/2014. Ms. [redacted] used the Gift Cards to place two orders, both on 2/28/2014. Both orders show shipped and delivered.

Again, we regret any misunderstanding or inconvenience this matter. Ms. [redacted] can reach our office directly at 1-866-677-4771 if she has any questions in regards to the resolution provided.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

Consumer

Response:

I received two the first one and then when I recieved the second one the first was inactivated and was never able to be used

Business

Response:

Dick's Sporting Goods is committed to investigating this matter and ensuring that we have taken action to help resolve Ms. [redacted]'s complaint. Below is a more detailed summary of our interaction with the customer and the action Dick's Sporting Goods has taken to appease Ms. [redacted].

The customer had a pair of shoes purchased for her as a gift which she states were received damaged and not in new condition. The customer was appeased with a $25 dollar online gift certificate due to her escalation. The customer then purchased another pair of shoes which she also claims were received damaged and a reship was submitted and a return label sent to the customer. The customer then requested to have the reshipment cancelled which was unable to be accommodated due to the shoes already shipping . The next day the customer states she returned the shoes to the store for a refund and also wanted to be reimbursed for the online order as well due to her dissatisfaction.

Review: I will first start of by saying I am a huge dicks sporting goods fan and have had nothing bet great experiences until now. There are several issues I have had with my most recent order. My orig order number was [redacted]. This first started when I received the shirt and protein. the protein was fine. I first noticed that on the website it claims the material of the shirt was cotton and polyester. the shirt I received is 100% cotton. I called the customer service department to see if their was a shipping mistake. The rep was very nice but eventually she said she thinks its the same shirt but just miss represented. I liked the shirt enough to decide to keep it. upon that I found out that the knife and gloves were delivered the day prior by I never received the package. the rep was extremely nice and resent the items. This is where it really went down hill....I also ordered a trail camera, that had not shipped. she said it was out of stock in the warehouse. she put me on hold for several minutes she came back and said great news we will ship it out of another warehouse and I will upgrade the shipping. This morning I came into an email saying that the trail camera had been canceled. After speaking with another customer service rep she told me that its out of stock and I would need to purchase a new one. she offered to give me 15% off. However I she couldn't credit me for my $20 off $100.00 coupon.. Her 15% discount was less that my $20 off coupon, she also would not price match to what I should have been paying for my other . in the end I reluctantly purchased spending more money than I should have . losing out on my $20.00 rewards and now having to drive to the store to pick I up so I could have it for the weekend. I am very disappointed that this was the best answer they had was for me to spend more money and lose out on my rewards .Desired Settlement: I will leave it in dicks sporting goods hands but I believe all things below should be considered.

1. The shirt description was misrepresented

2. One of the packages was not received, delaying shipment.

3. the trail camera fiasco which cost me more money to get a different one in stock, losing out on my coupon and her discount being less than my coupon, and having to pick it up for a store.

4. lastly, the time 45min - 1 hour trying to resolve on my end.

Business

Response:

Dear Revdex.com,

Our office has successfully worked with Mr. [redacted] to come to a reasonable resolution.

Thank you,

DICK'S Sporting Goods

Review: I was looking for a mountain bike, I checked out a couple of stores. Ended up going to Dicks Sporting Goods to make my purchase, talked with the bike specialist for a bit, picked a bike. He "suggested" a medium size frame, wasn't really sure but he was sapost to be the pro... (He also said I had 90 days to return the bike)So Five hundread dollars later, I left with the bike, along with a seventy dollar bike rack, and another three hundread and fifty dollar bike for my girl friend.. So yea, bout a thousand bucks after tax.. Anyways I get my bike home, and actually get to take it for a ride down the street, it ends up being way to small, almost falling over the handle bars when I stand up on it. I figure no big deal, the bike is still perfect I can exchange it. I load up the bike, drive two hours back to Chattanooga tn from murphy nc, I go inside and make sure they have a large frame bike in stock, they do. Head out to bring my bike in for exchange, tall an employee about what I need to do, she says "ok just bring it in, take it up front and they take care of you" I go out side head in with the bike and I am met at the front door by a well dressed man (guessing he was the store manager) who proceeds to tell me, "I cant take a bike back, I cant resell a bike, what do you want me to with it" The bike is in PERFECT CONDITION, it looks better then a few of some the dinged up ones in there.. I managed to get the customer serv number, got nowhere with them. And no I did not get his name.. I was treated very, very poorly. Here's a copy of there.. Return PolicyDICK'S Sporting Goods understands that sometimes your purchase is not a perfect fit. For that reason, we offer customers the option to return or exchange most items purchased within 90 days of receipt. For your convenience, returns can be taken to any of our store locations or returned via mail for items purchased online. Items purchased through our Buy Online, Pick Up in Store program must be returned to a DICK's Sporting Goods store. See the Returning an Item page for details on this process.Return RequirementsWe reserve the right to limit or decline returns that don't meet the following requirements:Returns must be received within 90 days Items being returned must be new and unused Refunds are provided in the original form of payment In-store purchases can only be returned in a store. They cannot be returned by mail. Returns or exchanges without the original receipt/packing slip will be offered a merchandise credit for the lowest price or offered the manufacturers' contact information Returns with a gift receipt will be offered a gift card or an exchange The following items cannot be returned:Customized/personalized items and autographed collectibles Firearms and ammunition Software or electronic media, including CD-ROMS and computer games, once the product's packaging is opened Baseball bats and gas or electric scooters once the product's packaging is opened or factory seal is broken Desired Settlement: Would like the correct size, this bike is to small. I do not want to get hurt falling over the handle bars or something trying to make use of it, do not have another 500 for the correct size..

Review: A family member recently purchased a gun safe for me at the El Paso Dicks Sporting Goods. I call Dicks in El Paso to make arrangements to pick up the safe. The manager named "[redacted]" told me that he could have the safe delivered to the Las Cruces Dicks to make it easier for me to pick up at no cost. I was very thankful and "[redacted]" stated to me that the safe would be delivered to me in 2 to 3 weeks. This was the day after Black Friday. To this date I have not received my safe. I went in person to the Dicks in Las Cruces and spoke to manager "Xavier". He told me that he knew exactly who I was and that my safe was to be delivered within the week. I returned a week later and the other store managers told me that there was no paperwork for my safe and that I could not pick up my safe. I tried showing them a copy of the receipt and they told me that would not prove anything. I was told repeatedly that this was "YOUR PROBLEM" and the management was less than willing to help me. The date of this event was on January 15, 2014, a full month after the promised delivery date.Desired Settlement: I would like the item that was purchased for me as a gift from a family member. The item has been paid in full, for which we have receipts as proof. I would like an apology from the managers that I spoke to that day. They were extremely rude, disrespectful, and demeaning to me in front of other customers as they were checking out. The entire conversation, which lasted approximately an hour, was done near the checkout counters where customers were checking out.

Business

Response:

DICK’S Sporting Goods is committed to ensuring a positive customer experience. We regret to hear of Mr. [redacted]’ 1.16.14 complaint regarding a gun safe.

It is important to note that our retail stores typically do not transport gun safes for customers after a purchase has occurred. Our retail stores do offer professional delivery services for customers, which is a separate charge for those delivery fees. However, it does appear that one of our retail stores offered to assist the customer request as a courtesy.

In reviewing this matter, our office did contact both the El Paso and Las Cruces Dick’s Sporting Goods retail locations to investigate.

Our findings are as follows:

[redacted], Store Manager from our El Paso, TX store location indicated that he spoke with Mr. [redacted] for the first time today, 1.17.14 and has learned that the safe was actually purchased in Boston, Massachusetts

Due to a clerical error, that Massachusetts store inadvertently sent the gun safe to the Las Cruces retail store location

[redacted] indicated that when he spoke with Mr. [redacted] today, Mr. [redacted] informed him that he would be picking up his safe in the Las Cruces store on Wednesday, January 23, 2014

Mr. [redacted] must present his original sales receipt and any documentation that he has at that time in order to have the gun safe released to him. If for some reason, Mr. [redacted] is unable to pick up the safe on or before 1.23.14, he should contact the Las Cruses store to make other arrangements for delivery as DICK’S Sporting Goods is unable to hold or store this safe for him beyond 1.26.14

We appreciate Mr. [redacted] and his family’s business. We regret any misunderstanding or inconvenience regarding this store location error. It is important to acknowledge that we understand Mr. [redacted]’ concerns regarding this merchandise and he may contact our Customer Service Department at [redacted] if he has any other questions or concerns.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

Review: I believe the Scorecard program is unfair to the consumer. The systems provides you with a point for every dollar spent and then when 300 is reached a $10 reward is given. Their policy is that all points reset at the new year basically making all rewards from holiday purchases worthless. On Christmas eve I made a purchase of $72.43 and then lost those points a week later because the year ended. Then I went to make a purchase today and my balance was 0 and I was confused where my points went.Desired Settlement: Change the program so points earned expire after a full calendar year

Business

Response:

Dear Revdex.com, We have reached out to Mr. [redacted] to thank him for his feedback, suggestion and also bring him to a satisfactory resolution. Thank you,DICK'S Sporting Goods

Review: on 11/30/2015 (Cyber Monday). I attempted to purchase items online from Dicks Web Site. I spent over 2 hours trying to check-out. Every time I tried the web site either froze-up or timed out. They were offering 25% off with free shipping. I emailed Dicks customer service on 12/1/2015 asking them to extend their offer since it wasn't my fault that they had web site problems. Their response was that they would not.Desired Settlement: I want Dicks to honor the Cyber Monday discount.

Business

Response:

Dear Revdex.com,

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

Thank you,DICK'S Sporting Goods

Review: For my mother for a Mothers Day gift I bought a Fitbit from Dicks Sporting Goods in Fort Smith, AR. The Fitbit cost $142.62. Out of the box the Fitbit wouldnt work for my mother. It wouldnt work properly for two of my sisters who tried to trouble shoot it either. I returned to the store (with original receipt) initially looking for a simple exchange of the item. The store manager informed me that Dickss doesnt honor returns/exchanges on any electronic device. He said Id have to take the matter up with Fitbit themselves. All he would do is give me the Fitbit customer service number. I had no luck with Dicks helping at all so I did try the Fitbit customer service number. I was informed that I couldnt get a refund on the item from Fitbit because I bought the item from Dicks instead of the online Fitbit store. I initially wanted a simple exchange of the item, now I want a full refund on the item as this is not worth the hassle, which is what I suspect is the exact intention of Dicks in the first place. Nowhere on the receipt does it state that Dicks wont stand behind any defective item that they sell. The store is aptly named.

Product_Or_Service: FitbitDesired Settlement: DesiredSettlementID: Refund

I initially wanted a simple exchange of the item, now I want a full refund on the item as this is not worth the hassle, which is what I suspect is the exact intention of Dicks in the first place.

Consumer

Response:

FYI: