Dick's Sporting Goods Inc

Review: On black friday, I placed an order for a paddleboard for the advertised price of $199.00. The sales associates gave me a $90 gift card to pay for shipping, since she agreed that the website was misadvertising "free shipping on orders over $49" (paddleboards and this brand was not listed as an exclusion on their website exclusions page, though when you go to checkout, it put a $110 fee in your cart. Their chat representative said the only way around it was to visit a local Dick's and place the order. I did so, and the store associate was surprised to have the same thing happen with a $90 delivery fee when they ordered, so they did the right thing, gave me a gift card to cover the shipping and called it good.)

December 1, I got a shipment cancellation notice with no explanation. I called customer service and they were baffled and said the warehouse must have made a mistake and that they could not honor black friday prices. They said they would have customer escalation call me back within 24 hours because I was upset. No one called, but I got a form email stating " due to the holiday rush we're out of stock on the item you ordered, here's a 15% discount on a future order if you try us again." However, the product was not out of stock at that point as confirmed by both a sales associate at a local store and the online customer service.

Two days later, when I called back since I had not been contacted within 24 hours, I spoke to three customer service phone reps, all of whom were shocked that this had happened, only to find out that they had not replenished my gift card on top of it. So not only did Dick's hold my credit card funds from Black Friday until Dec 1 (authorization hold), they canceled my order, lied about why, and held my money on my gift card. When I spoke to customer service on the third, their own gift card department would not call back their customer service to talk about why my gift card was not replenished. The Senior Supervisor in customer escalation, Ashley, promised I would hear back in 72 hours and that she would personally make things right.

I also published a complaint on their facebook page. I was asked to PM the representative with my order info so they could address. I did so and have never heard back. I feel their responses are a consumer ploy to look as though they are taking action but they do nothing.

Yesterday, December 8th which is 5 days later or 120 hours later, I called back again. The first call, I got hung up on when they transferred me to Customer escalation 10 minutes into the call. 15 minutes later when I finally got through to customer escalation the rep, though very apologetic and agreeing it was their mistake, told me that the reason my order was actually canceled is that the website had a misadvertised price and they made a mistake with their advertising. He claims that it's now published somewhere on their website, though I can't find it. When I asked why I as the consumer is being held responsible for their error, he agreed that it was wrong but had no power to honor his company's mistake.

I feel that their misadvertising has affected me as a consumer in four ways:

- Sign up for a email states a discount on your first online purchase, but never states that EVERYTHING is excluded.

- The same is true for their Text to save solicitations.

- On Black Friday they advertise free shipping on order over $49 with no exclusions indicated.

- They will not honor a price that they claim is a misprint.

I have wasted 8 hours of my time seeking resolution. They held my money inappropriately. And they are misleading consumers.Desired Settlement: I want the original product I ordered for the price I paid. And I'd love to be compensated for MY waste of time (I am employed at a company where I bill by the hour), however, I know that's a long shot.

Business

Response:

Dear Revdex.com, DICK’S Sporting Goods would like to extend its sincerest apology for any inconvenience that Ms. [redacted] may have experienced while attempting to order the Lifetime Freestyle XL 98 Stand-Up Paddle Board on November 27, 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, but we did confirm that the $90.00 gift card used on the order has the full, active balance for use on a future purchase. Thank you and best regards, DICK’S Sporting Goods

Consumer

Response:

You have not addressed the following:- why you have lied to me about why my order was canceled in the attached communication. The cancelation was not due to low stock at that time, it was due to your mistake.- why it's taken me 6.6 hours of phone conversations to finally get to the truth that this was a pricing error.- why you advertise shipping discounts on shipping as you did on Friday with no exclusions available to review and leave consumers unaware until time of payment.- why your display ads soliciting discounts for email opt-in and text opt-in do not link to the exclusions page on your website.- why your facebook moderator publically told me they would work on resolution, yet when I did as requested and PM them with the info, they've yet to even senda computer-generated form response. I believe this is a PR stunt to make your company appear proactive, when in fact, you have no ability or intention of addressing consumer complaints. If you did, people would be back in their message chains and communicating resolution since many of these chains have become interactive between those wronged.- why you're willing to take a PR hit, waste everyone's time (both employee and valued customer) to protect a $100 discount? I believe that it's because this practice happens so often and reflects a cavalier attitude towards these mistakes, and that if you did make it policy to honor your mistakes, it would severely impact your earnings. Consequently, this equates to a consumer abuse.- what steps are being taken internally to prevent this from happening in the future.- why you are not a member of the Revdex.com in the first place.

Regards,

Business

Response:

Dear Revdex.com,

We again regret to hear of any confusion, frustration or miscommunication regarding Ms. [redacted]'s order or our promotional offers. However, we can confirm that the order was in fact canceled due to a pricing error.

Thank you,DICK'S Sporting Goods

Consumer

Response:

In my last response I asked for clarity on several issues, none of which were answered or truly acknowledged. As a consumer, I'd like to know what on the part of Dick's is being done to honor their consumers AND prevent this from happening again.

Regards,

Business

Response:

Dear Revdex.com, As noted in the previous response, in the event of a pricing error, 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.”Thank you,DICK'S Sporting Goods

Review: I received a $10 coupon by mail and when I went to store the rep took the coupon, talked me into filling out all the info for their store card (not credit) and then after I filled all of it out, she stated that the coupon was not valid for their store (which it should have been). The whole time she had me fill out the paperwork she knew she was going to not honor the $10 off. I went home and emailed corporate and after several days (web site says within 24 hours) I finally got a response that the employee should have honored the coupon and that they would send me a gift card to correct the issue. I never received a card and then they stopped responding to my emails all together. A $20 gift card and I would have been a satisfied customer and continued to shop at DicksDesired Settlement: $20 gift card for my time and the $10 coupon they would not honor to start with

Business

Response:

Dear Revdex.com,We are very sorry for the poor customer experience M. XXXX has encountered. Our records do indicate that M. XXXX emailed our Corporate Customer Service Team initially back on 8/18/2015 and did not get a response within 24 hours. We did respond on 8/24/2015 offering a $10.00 gift card for the coupon that was not granted at the store. M. XXXX replied validating the mailing address and requesting a $20.00 gift card in return.At that point our Corporate Customer Service Team had no further correspondence with the customer. It appears that M. XXXX contacted us again via email on 9/8/2015 inquiring about the gift card. Again, no further response was sent to M. XXXX.Once the Revdex.com complaint was received the Supervisor of Customer Service called Mr. XXXX directly to address this matter. A voicemail was left for M. XXXX apologizing for the delay and poor experience when trying to contact Customer Service.The gift card for $20.00 was placed in the mail on 9/29/2015 with the expectation that it would arrive in 7-10 business days.We are truly sorry for the breakdown in communication with this matter. We are certainly thankful it was brought to our attention and will use this as a coaching opportunity to prevent this from happening again.Sincerely, Dick's Sporting Goods

Review: This is second time in a row happening, when a product is advertized in a certain price and when order is placed and transaction is confirmed, after two days order is cancelled with a reason out of stock. They always say it is website problem. Same issue happened in 2013 december when I ordered a grill and the order got cancelled after few days and with same reason and now it happened again they cancelled the tent which I ordered. They are not ready to compensate nor provide any rain checks. They dont fix thier website too. if they accepted the order and transaction is processed, how can they cancel it. if order is not in stock, they should not let the transaction happen. This is false way of advertisement and wasting consumers time and efforts.Desired Settlement: Either they should offer similar product at same price or they should compensate the amount by giving credit.

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 the lack of product availability that Mr. [redacted] experienced, which resulted in an order cancellation. Ideally, we would like to remain in stock on all merchandise and we regret the unpredictable inventory status’ online. Again, we regret any misunderstanding or inconvenience regarding this situation on behalf of DICK’S Sporting Goods.At DICK'S Sporting Goods, our mission is relentless improvement and your feedback surely helps!Thank you and best regards,DICK'S Sporting Goods

Consumer

Response:

I dont buy this statements, This seems like a common practice. How appolizing help the pain we have to go through. Same thing happened 18 months back and now again same thing is repeated. So everytime they cannot apologize. Some strong action is expected. I am not convinced with this statement expect more from the business.

Review: The weekly ciruclar as well as their web site advertised "If you purchased 2 dozen Bridgestore B300-RX golf ball you would recive via main a Peter Millar polo shirt" My daughter purchased the golf balls and was told she needed to purchase 3 dozen even though all advertising stated 2 dozen. I callthe the store and they told be it was a typo and that they placed a sign in the store today that it is 3 dozen. The purchase was made on Monday May 27th and today it still shows 2 dozen on the web siteDesired Settlement: I would like to get what was advertised (one shirt)

Business

Response:

Dear Revdex.com,

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

For the purpose of clarification, our office was contacted for the first time by Mr. [redacted]’s on May 30, 2013 where our agent reviewed his complaint. It was at this time that our office apologized for the typographical error and provided the customer with a $50 gift card. Our records show that Mr. [redacted] redeemed the gift card on June 17, 2013.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

Review: I ordered online several pairs of shoes including [redacted]. The reason I ordered online is that I dont have time going to local stores to find shoes. Upon arrival of my order, I was shocked to what was sent. [redacted] came in a ripped box, without proper packaging, and most annoying and alarming thing is that it came with security tag still attached. When I order something from a reputable company and new to [redacted] I expect most top quality and care of the products. Not only that I cant wear these shoes, but now I have spend more time in shipping them back or wasting time by going to a local store, stand in line to get a refund.Sadly to say, my expectations completely failed. This shows me that this merchant does not have any type of quality control and employees who simply "DONT CARE".Desired Settlement: Investigation on quality control, training of employees and management. and A meaningful Gift card to prove that they care and want my business.

Business

Response:

We truly apologize for the way Ms. XXXX received her online order. Dick's Sporting Goods Customer Service Team has contacted Ms. XXXX by email on 12/18/2014 to apologize for the manner in which her package arrived. We are directly looking into our Quality Control however we are unable to determine if the box was ripped prior to shipping or during delivery. The security tag being left on the shoe is certainly a fail in Quality Control. We will be evaluating this matter to ensure all packing processes and procedures are being followed to the highest standards.Due to the inconvenient experience, we have offered Ms. XXXX a 20% off discount on a future online order with us. She was provided a promotional code in the email to apply directly at checkout when she places a future order. Thank you for allowing us to investigate this situation. Sincerely, 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. One thing to add in response to ripped shoe box is that it was defiantly ripped prior to shipping as the shipping box was in perfect condition and 2nd pair of shoes's box was perfect.

Regards,

Review: I have been shopping at Dicks for years now. I have had no issues until today. My wife and I went to the Dicks store in Brick, NJ today to look for an item. The store did not have the item we were looking for, so we ended up browsing. I am an avid hunter and went to the hunting area. I saw a trail cam that was good quality for a great price. The trail cam was the Wildgame Innovations Blade 7MP Micro IR Flash Trail Camera Combo. The cam was on a hook (that was security locked) with a tag that said $49.99. I got an associate to unlock the hook and he brought the cam up to the checkout. When the cam was scanned, it came up as $119. I told the cashier that the tag said $49.99 and he radioed to the associate that helped me. After about 10 mins, I was asked to go back and show the associate that just helped me, what it is I am talking about. To my surprise, the hook that had about three of these cams was empty and the tag was taken off. The manager asked me what the issue was. I told that the tag said $49.99 and now the hook is empty and the tag is gone. Plus, I noticed things were moved around. The manager said the cam was $119, not $49.99. I told him again that the tag (the one that is now missing) said $49.99, not $119. The manager informed me that the cams were just placed in random spots to make the wall look full. He stated that he could give me an extra 5% off the sale price instead. I said I want to pay the price that it was labeled at. He then stated that he could not do that. I said it was tagged incorrectly and I should get it for that price. He stated it wasn't his issue and he wouldn't do it for that price and then walked away. I wouldn't have minded if the manager had not stated that he moved things around to make the wall look full. I know many stores that would have just sucked it up and said "Yea, our mistake. We have to give it to you for the price shown" and not be rude about it. That is unprofessional and not right. I do not plan to shop at Dicks again, many other places to go.Desired Settlement: I would like some type of correction for this issue.

Business

Response:

Dear Revdex.com,

Thank you for contacting DICK'S Sporting Goods. It is always our goal to ensure our customer’s satisfaction by offering quality brand products, store services and the best customer care to all of our valued customers.

We regret to hear that your experience in our Brick, NJ store 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.

Furthermore, DICK’S Sporting Goods is committed to providing 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. In the event that a consumer or employee moves a product to another location, our shelving labels (which provide descriptions) and pricing stickers can assist a customer in determining the product price. Occasionally, product is discovered by customers in locations where the pricing is specific to another product, and at a lower price point. We do recognize the human error in this situation and 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 should assist a customer with identifying the correct pricing and product descriptions on shelf labels. We do regret to hear that this was not done in a professional manner. Regrettably, our store is unable to offer the $119 - 7 MP Micro IR Flash Trail Camera Combo for $49.99 print point. We believe our offer of 5% off was fair and reasonable given the disappointment of the customer.

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

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

Review: Dick's Sporting Goods sent an email blast advertising NCAA sweatshirts for $15. My mother went to the website and placed an order for 2 sweatshirts. She was able to add both to the cart & process a transaction. More than a week later she received a cancellation email stating that both were unavailable and being canceled. She forwarded me the email as these were intended for me as a gift. I called customer service and they stated they were no longer in inventory. I asked if they could be shipped when back in stock & she said it didn't appear they would become back in stock ever. When I asked if they could substitute it with something comparable she said there was nothing available. When I search the website today, the items are currently available in a different color for $15 more than what was advertised. If they cannot fulfill their current orders they should not be advertising the items on their website and allowing other shoppers to add them to the cart. They offered a 20% coupon as an apology for the cancellation. The 20% isn't even equivalent to the advertised sale price of the items I ordered.Desired Settlement: I would like Dicks to contact the supplier of these sweatshirts and fulfill the orders they have canceled the day before Christmas. I'm confident the supplier still produces the items, it is up to Dicks to order from the supplier and then fulfill their customers orders

Business

Response:

Dear Revdex.com, DICK'S Sporting Goods would like to extend its sincerest apologies for any disappointment or inconvenience that Ms. [redacted] may have experienced. It is our desire to ensure each customer has a positive experience while shopping in our stores and online. Due to the popularity and high demand of the NCAA sweatshirts at the very special Holiday pricing, our site did cancel the order. The merchandise ordered did deplete during the process of validating the payment and order availability associated with sizing for apparel. It is our hope that Ms. [redacted]gives us another opportunity to demonstrate the ability to secure our customer's satisfaction and restore her confidence through the use of the percentage off promotion provided.Thank you and best regards, DICK'S Sporting Goods

Review: In the last week of December, I began searching for a muzzleloader that was available on Field and Streams website. I went to two different locations and neither store was willing to help me locate the muzzleloader. Instead, they would only try to up sale me to a more expensive rifle. I then called customer service, and the representative said they could not tell me where to find the firearm, but I could call different stores on my own. I then emailed customer service, and a representative named Jamie was pretty helpful. She tracked down the muzzleloader, and had it sent to the store. When I went to pick it up after a month long ordeal, the muzzleloader was the wrong model. I then called customer service back, and Jamie discovered that the company had put the wrong Model up with the wrong SKU and price online. She stated she was sorry and would give me another model for the same price because the model listed was actually much more expensive than what the price was showing. She also sent me a 30 dollar gift card, but I believe that I should in fact be able to purchase the firearm that was stated on their website for the price they stated it.Desired Settlement: I believe that Field and Stream should have to honor the Tradition Vortek full reaper for the sale price that was advertised. I have a screen shot of the picture because once the company found out they had made a mistake they took it down.

Business

Response:

In reviewing this matter, our records indicate that Mr. [redacted] contacted our office on December 31, 2015 regarding this matter. Our representative attempted to locate the requested merchandise for Mr. [redacted] and in successfully doing so, arranged for the firearm to be allocated to Mr. [redacted]'s local store. However, upon the firearm's arrival, it was found to be the wrong model. In researching the issue further, the requested firearm was no longer available. In order to further assist and make up for any frustration, Mr. [redacted] was offered a $30.00 gift card to use towards the purchase of another firearm, or anything else in store or online. This resolution was discussed and accepted by Mr. [redacted] on January 28, 2016. The gift card was sent out that same day, January 28, 2016.

Thank you,DICK'S Sporting Goods

Consumer

Response:

The business responded with all the information that was already included in my complaint. They are correct in the fact they sent me a gift care, but isn't it false advertisement by posting a model online with a price, and then saying sorry we put the wrong product up. I believe that is called a bait and switch. In the past, I have been at a store that has had the wrong product on sale and they honored the price even though it was wrong because it was their fault. I believe that I should be able to purchase the firearm listed for the price that it was listed. It is not my fault the company screwed up and then said they didn't have the product because they did not want to honor the price they had posted. They immediately removed the picture and sale price after I brought to their attention they had screwed up. It is a good thing I took a screen shot of the item or I would have no proof. I am not asking for a free firearm just the model named in the attached picture for the price stated.

Business

Response:

Dear Revdex.com,

We understand Mr. [redacted]'s frustration regarding our merchandise being out-of -stock during promotions. While advertisements in our circulars do go out, they are being sent out district wide. This means that not all stores may receive the same amount of the inventory as the other neighboring stores. It is certainly not our intent to make our customers upset. We have forwarded and shared Mr. [redacted]'s feedback and concerns with the appropriate business partners.

Thank you,DICK'S Sporting Goods

Review: I placed an online order and it shipped in early december. The hoodie in question was received on dec 8th and was wrong size. I called customer service and was told that they would ship me a replacement when I returned the wrong sized 1, and not to worry, I would have it before the holidays. I repackaged the hoodie and attached the prepaid return label associated with order number [redacted] and dropped it off directly at the post office on December 9th. I have yet to receive a credit for the hoodie. I called Dicks, and emailed Dicks, and noone wants to help me because they keep asking for the tracking number on the return label. THERE WAS NO TRACKING NUMBER ON THE D.S.G. return label to offer, and I keep being told that there is no record of my return tracking being used. I feel this is feel this is very unprofessional & I would expect more from a large chain. I of course never received my replacement before the holidays, and had to order it elsewhere in order to get it before christmas.Desired Settlement: I will accept a replacement in the correct size expedited to me, or just a credit is fine. I want someone to appogize for this complete screw up if they expect me to continue shopping with them

Business

Response:

Dear Revdex.com,

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

Thank you,DICK'S Sporting Goods

Review: WE HAD BOUGHT IDEMS FROM THIS STORE ON 12/12/15 WHEN WE WERE VISITING RELITIVES,WELL IT WAS THE WRONG SIZE SO THEY TOKE IT BACK TO THE STORE I UNDERSTAND THERE WAS NO RECEIPT I HAVE IT BUT THEY WERE VERY RUDE ABOUT EXCHANGING THE ITEM BECAUSE THEY DID NOT HAVE THE RACEIPT SO I CALLED AND THE MANAGER HIS NAME IS ALBERT ASK ME IF I HAD A SCORE CARD AND I SAID YES AND THEN HE PROCEEDED TO TELL ME THAT THE CASHER COULD HAVE LOOKED IT UP AND I ASKED HIM DID THE CASHIER ASK NO THEY DID NOT AND THEN I ASKED FOR HIS NAME HE GAV IT TO ME AND HUNG UP ON ME.Desired Settlement: A GIFT CARD WOULD BE NICE ITS AVERY NICE STOREAND EVERYONE WAS VERY NICE BESIDES ALBERT

Business

Response:

We regret to hear of XXXXX's dissatisfaction with their relatives' experience at our store location. The store completed the transaction according to our non-receipted return policy, which is that returns without a receipt will receive a gift card for the lowest selling price nationwide. The cashier should have asked if there was a Scorecard they could look it up with and we have addressed the way in which the customers felt they were treated as well. If XXXXX wishes to receive the full value back for the return, they may reach out to us at ###-###-#### with both the purchase and return receipts and we can adjust the amount on the gift card to reflect the purchase price. Sincerely,Dick's Sporting Goods

Review: Tuesday November 17th 2015 we ordered an elliptical from Dick's Sporting goods online website. The advertisement stated 2 day delivery. It was not clear that it would be over a week before the 2 day delivery. We were notified it would be two and half weeks before delivery. We called less then a week after the order to cancel, due to the long wait. We were told that it was too late to cancel the delivery so we would have to refuse it and they would cancel our order. November 27th 2015 $1358.89 was withdrawn from our account for the cost of the elliptical, we cancelled. When we called back we were told we would not get our money until the product was received back. December 20th we called back, still not having received a refund of our money, we were told they still had not received the product back, so they could not issue credit. Mind you, we never received the product either, but for some reason they took our money! It is now January 5th 2016 and we still have not received our refund!! I have called once more and the operator read off all the notes on our account, and he too was surprised we had yet to receive our money. He added MORE notes to the account and requested a credit on our behalf. But he was not sure how it will be handled by the credit department.Desired Settlement: We would like our money back for all the time that we have been waiting to receive it. We never once even saw the product that they took the money from us for. We never received the product, they should have never taken our money. If they cant refund us until they have the product, they shouldn't charge us until WE have the product.

Business

Response:

Dear Revdex.com, We want to take this opportunity to offer our sincere apologies for the delays associated with the refund for Ms. [redacted]'s online order. When an item is refused upon delivery, the process can be delayed, especially around Holiday, as we await confirmation of the return to the vendor. In reviewing this matter, we show that Ms. [redacted]'s order has since been refunded for the full amount. Thank you,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. The refund has been received. I believe it is a bit of a stretch to hide behind the holiday as the reason for delay. The holiday does not hold any business up for 2 months! Therefore I accept the refund but not the excuse.

Review: on Monday 31 November 2015 I went onto Dicks Sporting Goods website and was going to purchase the fitness gear 300lb Olympic weight set Web ID 10793623 for $199 with an additional 25% off for the cyber Monday sale. it was free shipping up to $50 but they had the option to pick it up in the store. I went through the whole process of filling out all the shipping and billing information to purchase this item. the total price should have been $149.98 plus tax since I was going to pick it up myself from the store on Mall BLVD in savannah GA. the website never applied the additional 25% off so I decided to go to the store in savannah to find out why I was unable to get the additional 25% off. I read the disclaimer on the website to make sure this was not a product exempt from this deal and there was nothing about fitness gear products being exempt from this deal. On 01 December 2015 at 1000am I went into the Dicks Sporting Goods store and asked the manager on duty why I was unable to get this great deal online and he told me that he cant go back in time to figure out why I was unable to get this deal. I think that if there is a deal online or at the store they should have to abide by the sale going on. I am not asking them to give me any additional % off from this product. I would like to purchase this item for what they had it listed for on there website.Desired Settlement: I would like to purchase this item for the $149.98 price just like the advertisement said.

Business

Response:

Thank you for giving us the opportunity to review this complaint. We are happy to report that our Dick's Sporting Goods online Customer Service Team was able to place a new order with Mr. XXXXX for pick-up at his local store. We will continue to monitor and review this situation and appreciate this being raised. If Mr. XXXX has any further questions he can contact us directly at ###-###-#### and select option 0.Sincerely,Dick's Sporting Goods

Review: 11/30/15, I ORDERED(Web Order #[redacted], Reebok All Sport Athletic Knee High Socks- Lime Green, ITEM #[redacted], SMALL) WITH BUY 1, GET 1 FREE(CYBER MONDAY WEEK SPECIAL) WITH EXPECTING 1 ADDITIONAL PAIR OF SOCKS WITH ORDER OF 1, BUT ONLY GOT 1 IN THE BOX. NOW C/S TOLD ME I NEEDED TO ORDER 2 IN THE CART TO GET 1 FREE BUT IT DIDN'T SAY BUY 2 , GET 1 FREE, BUT ANYHOW I ORDER THE RIGHT ITEM AND PAID THE AMOUNT WHAT THEY AND I WAS SUPPOSED TO GET/PAY FOR THE ITEM TO BE ELIGIBLE FOR 2 QUANTITIES.

SO, 12/9/15 I CALLED C/S AND 1ST GUY TOLD ME THERE WAS NOTHING HE COULD DO FOR ME THEN HUNG UP. JUDY, 2ND DICK'S C/S ON THE PHONE, SHE ADMITTED IT WAS CONFUSING AND I WAS NOT THE ONLY ONE ON THAT DAY TO APPEAL.

FINALLY I TRIED ONLINE CHAT SAME DAY WITH MARY, 3RD C/S, BUT HEARD FROM ALL OF THEM THERE WAS STILL NO WAY TO HONOR IT FOR ME.

NONE FROM 3 DIFFERENT DICK'S C/S PERSONS WAS HELPING OUT TO TAKE CARE OF MY ISSUE 12/9/15, SO IF NOT SOLVED EVENTUALLY, WILL RETURN IT AT THE STORE IN [redacted].

BUT I'M GLAD I ORDERED OTHER BASEBALL STUFF FOR MY SON FROM [redacted] EVEN THOUGH HE LOVES THE SOCKS WITH THAT COLOR BUT WILL EXPLAIN HOW DICK'S C/S DISAPPOINTED US.

ACTUALLY AFTER 2ND PHONE CONVERSATION WITH JUDY, I CHECKED WITH MARY J[redacted] CONFIRMED ME ALL WAS NOTED TO AVOID SAME REPEATED EXPLANATION LATER BUT NOTHING WAS NOTED.

NOT ONLY SHOCKED TO KNOW SHE PROMISED ME BUT DIDN'T NOTE ANYTHING UNDER MY ACCOUNT BUT IT WAS A GOOD EXPERIENCE WHY I NEED TO SHARE MINE THRU Revdex.com TO LET PEOPLE KNOW WHY [redacted] IS BETTER FROM MY ORDERS WITH TAKING CARE OF ISSUES FOR BEST CUSTOMER SATISFACTION.

HOPING DICK'S SPORTING GOODS.COM CAN HONOR MY ORDER TO SEND ME ANOTHER PAIR OF SOCKS(ITEM #[redacted] SMALL) TO MY HOME ADDRESS ON THE WEB ORDER #[redacted], BUT IF THEY DON'T WANT, THERE IS NOTHING I CAN DO ACTUALLY BUT ONLY UPDATE HOW DICK'S SPORTING GOODS.COM DEAL WITH CUSTOMER SERVICE AS ONLY ONE OF CUSTOMER.Desired Settlement: HOPING DICK'S SPORTING GOODS.COM CAN HONOR MY ORDER TO SEND ME ANOTHER PAIR OF SOCKS(ITEM #[redacted] SMALL) TO MY HOME ADDRESS ON THE WEB ORDER #[redacted], BUT IF THEY DON'T WANT, THERE IS NOTHING I CAN DO ACTUALLY BUT ONLY UPDATE HOW DICK'S SPORTING GOODS.COM DEAL WITH CUSTOMER SERVICE AS ONLY ONE OF CUSTOMER.

Business

Response:

Dear Revdex.com,

We have reached out to Mr. [redacted] to apologize for any confusion surrounding our "Buy 1, Get 1" promotion, as well as the delay in having his concern addressed and properly handled. We have worked to bring Mr. [redacted] to a satisfactory resolution.

Thank you and best regards,DICK'S Sporting Goods

Consumer

Response:

Mine is taken care of, thank you Revdex.com!

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 a specific bike, and was delivered a completely different bike then ordered. The company is now asking me to return the wrong bike, and rather then send me the product I ordered, or honor the pricing on a similar product, they just want to refund my CC.

I didn't order wrong....why should I suffer? They should have checked the product going out to me was the correct item. Having made the mistake they should send me the bike I ordered, or exchange with a like item.Desired Settlement: I believe I'm entitled to the product I ordered, or a similar bike. The company made the mistake, they should honor the pricing of they can't produce the product I paid, and waited to receive.

Not to mention, I now have the task of returning a giant heavy box to some shipping location...

Business

Response:

Dear Revdex.com, We regret any inconvenience and disappointment that Ms. [redacted] may have experienced related to her online order of a mountain bike. It is always our intent to fulfill every online order quickly and accurately. When it was discovered that the incorrect bike was sent, our team worked to review all options with Ms. [redacted] including reshipping the correct bike, sending out a comparable bike or returning and refunding her purchase.After much discussion, we came to an amicable decision to refund and return the bike. Ms. [redacted] was satisfied with the level of service and willingness to help and agreed that a return and refund worked best for her. While her situation was not ideal, our team provided many options for resolution and a very personalized customer service experience with consistent and frequent follow up to ensure her satisfaction. Thank you, DICK'S Sporting Goods

Review: While shopping through one of my favorite stores (Dick's Sporting Goods) for baseball equipment and clothing for three children. I came across a case of Diamond baseballs on a self that had an original price of $39.99 in the top left corner and the sale price of $5.99 that was in bold print and in the middle of the item ticket. As I proceeded to check out with about $400 worth of goods the pricing became an issue. The first two repersenative used great customer service to try and solve the issue at hand. The manager that came to their aid was named [redacted] W. When the cashier explained about price on the case of balls, the first thing he said was, "I don't care, there is no way I'm going to give him those balls for that price." Afterwards, [redacted] and myself walked over to the balls to look at the pricing. He continued to tell me that he was not going to sell them at that price. Then, [redacted] pulled the ticket when I went to take a picture of it on the shelf. I told him to leave the price ticket in place until I take the picture. Then he said, "I am going to make some adjustments to it." I took a picture while it was on his finger because he would not place it back on the shelf. We went back to the counter to check out and he still would not sale me the case of balls for $5.99. Because of his rudeness and unprofessional manner, I didn't purchase anything.Desired Settlement: The settlement desired would be to purchase the case (1dozen) of Diamond baseballs (model # DLL-1) for the price of $5.99 since the ticket pricing was for that amount.

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: I placed an order on 12/18/14 for guaranteed delivery on the Christmas eve. I never rec'd tracking although the money had been taken out of my account. I called on Saturday the 20th and got no one. I called on the 23rd and was told my order would be expedited. They said that the original order was sent but that there was no tracking. I called again on the 26th and today the 29th, still no tracking. And they can't tell me when it will ship. They are reviewing my review. I asked to speak with a manager. They put in a request to have one contact me in 3-5 days. They took my money and I have no present. Worst customer service ever.Desired Settlement: Send out my package. How hard is it?

Business

Response:

Dear Revdex.com, In reviewing this matter, we do see that there was an issue with the shipping on the original order. For this, we sincerely apologize, but we have since shipped out a new order for the customer. The new shipment was delivered on January 2, 2015. As a means to make it up to Ms. [redacted] we have emailed her a promotional code to use towards her next order. Thank you and best regards, DICK'S Sporting Goods

Consumer

Response:

It was guaranteed delivered on Christmas Eve or it was supposed to be free. I do not not accept promo code.

Business

Response:

Dear Revdex.com, We have worked to bring this customer to a satisfactory resolution. Thank you and best regards,DICK'S Sporting Goods

Review: I went into Dick's to purchase golf clubs, the clube were advertised in the store to be on clearence for $199.99, so I grab the box with the clubs and went to the register, when the clubs were rang up at the register the price was $300.00. I of course said there must be a mistake, but what I was told was that nly the left hand clubs were on sale for $199.99, but the advertisement on the clubs simply stated," Maxfli Revolution clubs on clearence for $199.99." No statement of concerning which hand grip the clubs were. The manager agreed that the advertisement did not indicate left hand or right hand but insisted that this was how it was that only the left hand clubs were on sale.The clubs were also located all together in the clearence sales area. The manager informed me the price would not be negotiated, and he was acting as his company would want him to. The stores mistake is that they did not state anywhere on the advertisement that this was for left hand clubs only it only stated the Make and model of the clubs. The manager then showed me a table of shirts, the table contained shirts that were on clearence, there were three different colors of shirts on clearence, on the same table there was white shirts made exactly like the ones on sale, but the manager said the white shirts were full price. This is crooked business, if you selected the white shirt when you got to the register you would find out the white shirt was not on sale and only the colored shirts were, there for you would have to decide wether or not to pay full price for the item you wanted. This is the same thing that happened with the golf clubs, I understood from the advertisement that Maxfli Revoultion golf clubs were on sale for $199.99 not just left handed Maxfli Revolution golf clubs. Managers name that I delt with was David.Desired Settlement: I want to purchase the clubs at the advertised price of $199.99 or the store to agree to change their policy on placing items on same racks or tables as merchandice on sale when the product is not being offered at the specified price.

Business

Response:

Revdex.com #[redacted] Reference: [redacted]

DICK’S Sporting Goods is committed to ensuring a positive customer experience. We regret to hear of Mr. [redacted]’s complaint regarding a store visit sometime prior to filing his complaint on 1.7.14 which our office received on 1.17.14.

In reviewing this matter, our office did contact what appeared to be the two store locations within a 50 mile radius of Mr. [redacted]’s address to research this matter. Regrettably, Mr. [redacted] did not specify the specific date or store location of his store visit. Our findings were:

1. The Maxfli Revolution golf set has been discontinued since 2012 and thus what few stores in the 600 store chain show only showed an inventory of less than 17 sets in total prior to October 2013

2. The Charleston, SC store had only one set of Men’s right handed set which was sold sometime during or prior to the month of October 2013. That set was sold for $299.99

3. The Summerville, SC store did not have any sets on hand nor has this store sold any in 2013

4. Our office contacted both retail locations and was unable to identify a manager with the name of David. In speaking with both Golf Pro’s from both locations, they were not familiar with any promotional offers for this particular set in the past 3-4 months or the matter with shirts. Further, our office was unable to locate a men’s right or left handed set of Maxfli Revolution set of clubs, however Mr. [redacted] may want to consider a packaged set of Top-Flite clubs as there are two different sets with similar price points.

We regret any misunderstanding or inconvenience regarding our promotional offers or service. It is important to acknowledge that we understand Mr. [redacted]’s complaint and concerns regarding any sale signs issues in our retail locations, however, at this date, our office was unable to gain any information from those we spoke to regarding this matter. Mr. [redacted] is welcome to contact the Customer Service Department and provide more specific information about store location and date of store visit in an effort to further review his concerns so we may attempt to offer assistance.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

Review: Dicks offers 10% to sign up for emails. When clicking through the email no discount is applied. I called their online help and was told the 10% is for limited items which is not stated in the email. I c Please see copy below: Hello Valued Customer,Thank you for subscribing, and welcome to the team! We're excited you've joined us!As an email subscriber, you will experience these exciting benefits:Exclusive OffersSale AlertsNew Product PreviewsStore and Sporting EventsAnd our massive selection of Sporting Goods! AS A SPECIAL THANK YOU, ENJOY10% OFF YOUR NEXT ONLINE PURCHASE*Online only. Exclusions apply. Offer valid for one week upon receipt of this email.Must click-through email to receive discount. Thanks again for subscribing! And remember, Every Season Starts at DICK'S Sporting Goods.-DICK'S Sporting Goods Never miss an email from DICK'S Sporting Goods, add [redacted] to your address book. Here's how.DICK'S Sporting Goods, [redacted]This email was sent to [redacted] by DICK'S Sporting Goods. You are receiving this email because you signed up to receive emails at DicksSportingGoods.com or you are a ScoreCard Rewards member. If you no longer wish to receive our email updates, please click here.If you have an online account and wish to update your email address, please enter your changes in My Account.If you have a ScoreCard Rewards account, please enter your changes at MyDicksSportingGoods.com.Privacy PolicyDicksSportingGoods.com Privacy Policy | ScoreCard Rewards Privacy PolicyOnline Information Price comparisons contained on this website are not valid in Arizona, Massachusetts or any other state in which such comparisons are not permitted.Questions?For retail store questions, please email us at [email protected] or call ###-###-####.For DicksSportingGoods.com questions, visit our Help Desk or call ###-###-####Desired Settlement: I would like Dicks to honor its advertising and refund me $11.99

Business

Response:

Dear Revdex.com, We regret to hear that Mr. [redacted] had trouble attempting to redeem our ‘Sign Up & Get 10% Off’ promotion. We also regret any misunderstanding or inconvenience regarding our promotional offers. DICK’S Sporting Goods does reserve the right to include terms and conditions with any promotional offer or coupon. If you go to our website, www.dickssportinggoods.com, scroll to the bottom of the page and you will see a link called “Promo Exclusions” on the left side. If you click there, you will see the brands and a few general categories of merchandise that we are not able to include in our general promotions. These brands are very competitive and do not allow licensed retailers of their merchandise to discount their products. We carry their products under the agreement that we will not sell their merchandise at a discount.Our complete list of manufacturers that have opted out of participating in our promotional offers:http://www.dickssportinggoods.com/shop/index.jsp?categoryId=12312192&...⇄ you and best regards,DICK’S Sporting Goods

Review: On 12/7/13 I made an in store purchase for a home gym, "Marcy Pro." I paid $399.00 for the gym; $199.00 for delivery and assembly. The total price with tax came to $634.93. 300.00 was paid using my debit card, and the balance plus tax, 334.93 was paid with a credit card.The gym was supposed to arrive between 1-5 p.m. on Saturday December 14th, 2013. I never received my home gym. I made several calls and Dicks refuse to credit my accounts because their delivery guy who picked up my equipment cannot be located. I have left a message with the Delivery person's boss [redacted] on the personal cell that was given to me, ###-###-####.The manager named [redacted] at Dicks knows I have not received my purchase, yet refuse to refund my money. I was told that until the home gym is back at their store, I cannot receive the credit to my debit and credit card accounts for my purchase.I also spoke to Denise and Sharon at 3rd assembly store Dicks use, ###-###-####. They have not be successful in their efforts to locate the delivery driver. I was informed that my delivery was canceled after I called the Denise at 5 p.m. when my driver failed to show. I did not receive a courtesy call.Desired Settlement: I would like my money returned to me as soon as possible. No where on the receipt and or on any policy that was given to me does it state that I am liable for purchases not delivered to my home. I have not signed for anything because I never received the purchase I made on 12/7/13. Dicks said until their driver is located, and the gym is back in their store, they cannot return the 634.93 to my accounts. I have made a total of 7 calls in the since 12/14/13.

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 12.07.13 fitness and delivery purchase was delayed through 12.16.13.

For the purpose of clarification, DICK’S Sporting Goods strives to provide a timely response to customers regarding their delivery and assembly purchases. These professional service appointments are contingent to the availability of both the customer and the professional delivery technicians. Contact from the delivery provider should occur within 48 business hours from purchase date. Delivery appointments are typically secured within a window of 5-7 business days. We sincerely apologize for any inconvenience or frustration this may have caused Ms. [redacted].

In reviewing this matter, our office was able to see that Ms. [redacted] has received a full refund for the fitness unit and delivery charge on 12.17.13.

Ms. [redacted] may contact our office at ###-###-#### if she has any other questions or concerns.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

###-###-####

Review: On our about Oct 22, we purchased a treadmill at the Dick's location in Portsmouth NH. It was special ordered in the store via the kiosk, by [redacted], the manager. On the Saturday after, we had not received any communication regarding shipping (I couldn't even pull up the order on-line), and finding a better model for less money, we called customer service to find out if the item had shipped. We were advised that it had not yet shipped; we asked if we could cancel the order, and we were told yes, no problem. At NO TIME were we advised that there was no guarantee that the ordered could be cancelled - I confirmed that there was no issue. The rep indicated that the item had yet to ship, so there was no problem. We did purchase the other treadmill that was priced lower (a better model). On Monday, Oct 27, we received communication from Dick's that not only did the order ship, it shipped on Oct 24th, the day before I called customer service & cancelled. Clearly there is a problem with communication throughout EVERY department within Dick's - we, the customer, should have been notified WHEN the item shipped, not days later...our order should have shown real-time status at all times - we could never access the order. Every department within Dick's should be able to pull up our order - no one could. After several phone calls to the store we purchased the item, the customer service line, as well as "Tier 2 escalation," we have yet to resolve this issue. The item arrived at its destination on 10/30 - we didn't receive any communication until 11 days later, which was yesterday, Nov 10th (we refused delivery). Adding insult to injury, NOT ONE person that we have spoken to was able to track the item using the reference # provided by UPS - its a freight ref #, and its rather simple - shouldn't those working in customer service know how to do this? I, the customer, had to tell them how. I was able to track the item & knew that it was sitting at its destination for 11 days. The worst experience ever.Desired Settlement: We would like an IMMEDIATE refund. We do not want to wait any length of time - we want it processed immediately. Note that we used a debit card, which is the same as CASH.

Business

Response:

Dear Revdex.com,

We want to take this opportunity to express our sincere apologies for the poor experience and delays associated with Ms. [redacted]'s order. Please know that all service opportunities have been addressed with all parties involved.

We have processed the refund to the original form of payment.

Again, we truly apologize and value your patronage.

Thank you and best regards,

DICK'S Sporting Goods

Consumer

Response: