Dick's Sporting Goods Inc

Review: I brought a North Face jacket for my pregnant wife. She could not fit it so I brought it back for an exchange or refund and they refused to take it back stating that the product was not the "REAL" northface brand when I have the sales reciept from the purchase. I brought this product from the store and if it is not real they sold me a fake. They refused to give me a refund or an exchange. I have proof that I purchased this jacket from this store at this location. I am currently out of 130 dollars.Desired Settlement: I would like this product to be returned with an refund.

Business

Response:

DICK'S Sporting Goods is committed to ensuring a positive customer experience. We regret to hear of Mr. [redacted]’s complaint regarding his 2/13/2014 purchase of a Men’s Outerwear NTF Jacket.

In reviewing this matter, our office was able to see that Mr. [redacted] did return the jacket on 3/13/2014 to the Dick’s Sporting Goods Store located in Louisville (Oxmoor), Kentucky. Mr. [redacted] was given a full refund for this purchase.

Again, we regret any inconvenience regarding this process for Mr. [redacted]. Mr. [redacted] can contact Customer Service at ###-###-#### if he has future questions or concerns.

Thank you and best regards,

Dick’s Sporting Goods

Customer Service

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

Review: I have been a frequent and loyal customer of Dick's Sporting Goods. Upon a recent purchase, the sales clerk advised me that I would receive a $10 off coupon for my next $50 or more purchase by completing an online survey. She pointed out the offer details on the sales receipt. The sales receipt does say "Get $10 off your next purchase of $50! Complete our online Customer Survey at www.DicksSportingGoods.com/feedback. There is no mention whatsoever of any conditions only that for my time to complete this survey I will receive $10 off my next $50 purchase (Their promise). I did take the time to complete the survey and did thereafter receive a $10 off coupon. The coupon is poorly written and in fact cannot be read without a magnifying glass as the font is very blurred. I decided to go back to my nearest Dick's store, which is very out of my way, and make another purchase so as to use the coupon prior to its expiration date. Once at the register the clerk tells me those coupons are not good for the brand name )Columbia) that I was wishing to purchase. She admits that she could not read the coupon but knows that most name brands sold at the Dick's stores are not part of their discounts for use of sales survey coupons. Since I had made the trip there I did continue with the purchase (at full price), which is what I expect Dick's expects customers to do once confronted with a coupon that is essentially worthless since so many brand names are ineligible for purchase with the said coupon. I feel that Dick's Sporting Goods has breached their promise since their sales receipt makes no mention of any limitations on the use of the coupon that is a reward for their customers taking their time to complete the survey. I am a professional businessman and charge $225 per hour for my engineering services. It has cost me money to complete the survey and now to file this complaint. I have spent my last dollar at Dick's Sporting Goods and they need to know that this is no way to treat loyal customers.Desired Settlement: I am not requesting anything only that Dick's Sporting Goods be given notice that their promise of delivery is not being explained well and that this way of doing business is contrary to legitimacy in my view.

Business

Response:

Review: Went into a Dick's Sporting Goods in Gastonia NC to buy Ammo that was on the front page of the sales paper. I was told that the sales paper was for 621 stores and that they wasn't sure which store actually got the Ammo. This store received none. No where on the sales paper did it say "in select stores." To me this is a fraud to lure customers into the store.Desired Settlement: I would like for the store to be truthful and change this practice and post an apology at least on their Facebook page, for wasting my time going to their store.

Business

Response:

Dear Revdex.com,

DICK’S Sporting Goods is committed to ensuring a positive shopping experience and we would like to apologize for the lack of product availability. Ideally, we would like to remain in stock on all advertised goods. Advertised items are limited to stock on hand and we regret the unpredictable inventory status’ between stores and shipments.

For the purpose of clarification, our advertisements/circulars are distributed 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 your feedback and concerns with the appropriate business partners.

Thank you and best regards,

DICK’S Sporting Goods

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:

Review: Purchased an elliptical machine from Dick's with the deliver and assembly fee included in total purchase. Since receiving the product, I cant seem to get an appointment or have any support in getting it assembled. I have contacted both Dick's and the assembly company and nothing has been done to expedite my concerns of having paid for something and I cant use it and the inconvenience of a ex-large box sitting in my room.Desired Settlement: Refund of my fees and have it assembled as a courteous favor for such a long wait in assembly and unprofessional acts of service to the customer.

Business

Response:

Dear Revdex.com, We are working diligently with Mr. [redacted] and the manufacturer to get the part(s) needed. We have also addressed the service opportunities that were missed and therefore, we have refunded the assembly service fees paid by Mr. [redacted]. Thank you and best regards,DICK'S Sporting Goods

Review: This is what happened as I posted on Dick's Facebook page: HORRIBLE CUSTOMER SERVICE! On Friday 11/27 I ordered an item at the store. That same night at 8:30 pm I called and cancelled the order. I was told to "call back on Monday to check the status of my refund." On Monday 11/30 I called and was told I would "receive a refund in 3-5 business days". On Friday 12/4 I called again and was told "I'm so sorry for the inconvenience, I don't know what happened, you will get an e-mail confirming your refund and you will get it in 3-5 business days". Today 12/9 I called again and was told that they have to go through their protocol and didn't have a supervisor (above the one I was speaking with) that was available, but in 1-2 business days someone would call me. I have spent close to 2 hours on the phone with this issue and I CANNOT BELIEVE HOW DISORGANIZED AND HORRIFIC THIS HAS BEEN.Desired Settlement: A refund and an apology.

Business

Response:

Dear Revdex.com,

We have been unsuccessful in reaching Ms. [redacted], but this matter has been resolved as follows:

11/27/15: Order was placed for the Timberland PRO Men's 6'' PowerWelt Waterproof Steel Toe Work Boots.

12/2/15: Order shipped under UPS Ground Tracking #: [redacted].

12/4/15: Our office was contacted with a request to be refunded, as the customer stated she called in several times to cancel the order. We were unable to fulfill her cancel request, as the order had already shipped.

12/7/15: Tracking #[redacted] shows package was delivered.

12/9/15: The customer called in to file a claim that she never received the package. 12/10/15: Our office worked to file a claim with the carrier and a full refund was issued to the customer in the amount of $168.16. Of that amount, $109.49 was issued back onto the original Gift Card used as payment. The customer stated that the gift card was no longer in her possession. A request was submitted to replace the gift card.

12/15/15: A replacement Gift Card for $109.49 was shipped via UPS.

Thank you,DICK'S Sporting Goods

Review: I called to Make a payment on my credit card the representative asked me to verify my information and asked if he should use the card on file I replied yes he asked me to verify the card number I did there was silence I asked him if he was going to ask how much I wanted to pay his response was NO I TOOK THE ENTIRE BALANCE. I told him I only wanted to pay the minimum payment he said too late. I asked him to reverse they payment he said he could not. I paid using a prepaid debit the amount he deducted was $704 which is all I had left to pay my rent. I asked to speak with a manager and they told me nothing they can do. Finally I spoke with Colette Chandler who informed me she would refund the money once the

$704 posted to my account in 48 hours. That' was over a week ago and now she does not even return my calls. I would appreciate if this money was returned to me ASAP as I did not approve the transaction and unfortunately because I use a prepaid debit card I can't stop the transaction that way.Desired Settlement: I would like a refund of the entire amount of the payment less the minimum payment that was due at the time of my call.

Business

Response:

Dear Revdex.com, DICK'S Sporting Goods is committed to ensuring a positive customer experience for everyone that may shop with us. We regret to hear of Mr. [redacted]'s complaint over a recent payment made to his credit card account.Mr. [redacted]'s concerns have been addressed by Synchrony Bank as they own all customer account and payment information. Synchrony has assured us that they reached an amenable resolution with Mr. [redacted] and met his expectations, refunding the difference between his minimum payment due and the total amount paid. Again, we regret any misunderstanding or inconvenience involved with Mr. [redacted]'s credit account. Thank you and best regards, DICK'S Sporting Goods

Review: Dicks' Sporting Goods has a sign below the Nike 20xi golf ball that reads "Buy 2 Get 1 Free" Nike 20xi and 20xi-x golf ball I picked up Nike 20xi golf ball from a different shelf and was denied the buy 2 get 1 free offer. I took a picture of the sign when I was denied the price. The reason they would not honor the price, they said, is because the ones I wanted to purchase were last years model. I pointed out the sign had no indication of what year golf ball the offer was good for only that it said buy 2 get 1 free on Nike 20xi and 20xi-x. Next they said that it was the positioning of the sign that determined which golf ball were on sale and since the sign wasn't below the ones I picked up they weren't on sale, again because I was told they were last years model. Again I pointed out the sign didn't specify Year, Shelf Position, manufacturing date, only that they had to be 20xi or 20xi-x. Chip, the "Golf Pro" admitted there was no difference between the golf [redacted] other than the year. I specifically asked him, the general manager, [redacted], would still not honor the price. The district manager [redacted] was on site, but they wouldn't let me speak to her. They acknowledged that I wanted to speak with her, but neither would go contact her. As I was leaving I saw Chip standing behind a sign, and I told him I wouldn't be shopping there any more. He told me sorry it was store policy. I asked him to change the sign if they are going to add conditions to the sale, he said "No, there isn't anything wrong with the sign.Desired Settlement: I would like for Dick's Sporting Goods to acknowledge the problem, and address their customer service issues with both [redacted] and [redacted].

Business

Response:

Dear Revdex.com,

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

We regret any misunderstanding or inconvenience regarding our promotional offers experienced during Mr. [redacted]’s May 20, 2013 store visit to our Lafayette, IN retail location. DICK’S Sporting Goods does reserve the right to include terms and conditions with any promotional offer or coupon, including limiting the offers within a transaction or store visit.

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 product is misplaced, 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. 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 will assist a customer with identifying the correct pricing and product descriptions on shelf labels.

In researching Mr. [redacted]’s complaint, our office was able to find his loyalty membership account and view the referenced purchase. For the purpose of clarification, this transaction shows that Mr. [redacted] purchased the Nike 20 xi-S Spin golf balls, which were not included in the advertised sale. Included in this promotional event were the Nike 20 xi or Nike 20xi-X golf balls.

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

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Review: I special ordered a gun on Feb 6th 2014. I watched as the manager at the store ordered the gun it was 'in stock', the manager told me to be able to make sure I got it I needed to go ahead and pay for it. I was told it would be about 10 days for the store to receive the gun for me to pickup. I asked an employee a couple of weeks later if my gun was in yet and he looked it up and said it was in transit. So I went ahead and purchased $300 worth of reloading supplies for the gun I had on the way. Fast forward to March 20th I again asked a manager about my purchase and he said it was still being shipped but asked me to bring in my purchase order in and he would check into it. On March 22nd with my purchase order in hand I went into the store to again to check on the status of my gun, I was told the order was canceled on the 21st and I was told I had to turn in my purchase order to receive a refund before I left. I have sent 2 request to Dicks customer service department on this matter, the first is their standard response email saying the have no control of their gun inventory, the second one was never responded to. The gun was on sale I feel as though Dick's did not want to take a loss on the gun so my ordered was cancelled, I also wonder why they held my money for 45 + days before cancelling the order, or why they even took money on a item they could not deliver.Desired Settlement: I would like either the brand and caliber I ordered (I have to think they have one in one of their stores or could find one), or offer me another brand of the same caliber at the same discount.

Business

Response:

Dear Revdex.com,

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

Please know we regret any inconvenience and disappointment that Mr. [redacted] may have experienced in regards to his purchase. We understand the importance and integrity of meeting every customer's expectations for any transaction made in our store or online.

As we continue to work towards a resolution for Mr. [redacted], the current state of this complaint is being addressed. We have reached out to the distributor who has located the gun. We are currently working to ship the merchandise to the customer's Dick's Sporting Goods location. We have contacted the customer to explain our action.

The customer is invited to contact our Corporate Customer Service office for updates.

Thank you and best regards,

Dick's Sporting Goods, Customer Service

Review: Dick's sporting goods advertises on their website to "Sign Up for Emails and save 10%". I attempted to fill out this field a few times and never received the coupon in my email. A friend also tried their email and never received. I sent an email to Customer Service to add me to their email list and send me the 10% coupon. They responded with "if you submit your order now and supply me with your order number, as a one time accommodation, I will submit a credit request on the order to honor the promotion. The credit would process back to your original form of payment once the order is shipped." This is false advertising. They are expecting their customer to pay out of pocket up front for something they advertise online you'll receive ahead of time. After you fill out the online form the page says " You will be receiving an email shortly with your 10% discount"Desired Settlement: They need to send me the 10% off coupon ahead of time if they expect me to order anything.

Business

Response:

12/15/2014Revdex.com Complaint # [redacted]Dear Revdex.com,We are sorry to hear Ms. XXXX did not receive the 10% discount when signing up for email updates with Dick's Sporting Goods.Dick's Sporting Goods customer service team has sent an email directly to Ms. XXXX. In this email is a promotion code for 10% off her next online order. We have also registered her email address to our mailing list to receive future emails with us. We apologize for the inconvenience Ms. XXXX had on our website. We have shared this feedback with our technical support team.Thank you for giving us the opportunity to investigate this complaint.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.

Review: I purchased a Diamondback Interval Carbon (Item#[redacted]) bike for $800.00 + Tax on October 7, 2014 from the Dick's Sporting Goods store at the Rim Center in San Antonio, TX and have not received it yet. The bike was supposed to be delivered to the store about a week later. The bike that arrived was not the right model. I requested that they return this bike and deliver the product I had purchased. On October 25th the bike was shipped again. The identical wrong bike arrived again. The bike was returned again and I was told they would ship the right one this time. On November 5th, the bike was shipped again. The identical wrong bike arrived for the third time. The bike was not returned from the store to the warehouse until late January. I went to the store almost bi-weekly during this period and was told that the bike was not available, that I should probably choose a different bike, and that maybe my bike would arrive eventually. The bike was removed from their website for a couple of weeks. When the bike was available to purchase online again, the price had now been changed to $1,699.99 and the website said that the bike was in-stock. I have been to the store on nearly bi-weekly intervals and do not have my bike yet.Desired Settlement: I would like to get my bicycle as soon as possible.

Business

Response:

Dear Revdex.com,We apologize for the delays associated with rectifying Mr. XXXX's situation. We have identified that the reason Mr. XXXX received the wrong bike on the original order and multiple reship attempts, was due to a UPC Ticketing error. We have since resolved the issue and have the correct item available for shipment. Our Online Customer Service Team has been trying to reach Mr. XXXXX to finalize the shipment but we have been unsuccessful in connecting with him. We have also followed up with an email instructing Mr. XXXX with a point of contact to resolve. We look forward to hearing back from Mr. XXXX so we can close this matter as resolved.Sincerely,Dick's Sporting Goods

Review: REGARDING DICK'S SPORTING GOODS - NATIONAL CHAINWEB BASED PURCHASE http://www.dickssportinggoods.com/Got a great deal on an Air Hockey table from Dicks.$ 350 for a $ 700 table (50% off) plus another 10% off for signing up for e-mail list.So, 60% off. Great deal.Arrived with a huge hole in the middle of it.Dicks never returned calls, but after chasing them 4 times, I received bad news from them.Dicks apparently has no ability to replace the table, due to no stock and no timeline on new stock.Dicks wont honor the same discount / deal on a comparable quality air hockey table. Dicks expects me to spend hundreds more at this point to purchase a replacement table for the kids.I reminded Dicks that they had US $6.21 Billion of Revenue in 2013, and suggested they do the right thing.The best they can do is a 30% discount, which to me is unacceptable considering my discounted item was at 60% off.Not happy with this company. I attempted many times to ask them to make a policy exception, they refuse to accomodate.Dick's, don't bother contacting me if you are going to tell me you cannot do anything. I just wanted to go on public record saying that I feel duped.Desired Settlement: Find a replacement air hockey table or honor the same discount on another table.

Business

Response:

Dear Revdex.com, We are sorry to hear of Mr. XXXXX's experience with ordering an air hockey table online. We reached out to Mr. XXXXX and have honored the sale price on that item, as it is back in stock. In addition, we are using his feedback to do further research into our processes and evaluate which areas need improvement. If Mr. XXXXX needs any additional help he has my direct line and can reach out by phone or email, or can call ###-###-####. Sincerely,Dick's Sporting Goods

Consumer

Response:

Thanks for seeing this issue through to resolution.I was simply looking for you to honor the original discounts per my initial transaction. I spoke to Sarah today from Dick's, and she was exceptional in accommodating my request. We have now completed a transaction which matches my originally received discounts.Thanks,[redacted]

Review: Placed an online order. All sizes were available at that time and the price for items were a great price (50% off). We kept checking status of order and was processing for two days. My husband finally received an email today, Dec. 30th stating due to shortage of available inventory they were not able to fill order.

I believe this is false advertising due to the fact that items online were shown as available. I feel that this was also an advertising error due to items being such a great price. When I called to check to see what happened, I was told due to items not being in stock and not knowing when they would have more in stock they were unable to fill order. I told the representative that I would consider this false advertisement and then was told by Dick's representative that in accordance to their website policy it is not considered false advertisement.

In my opinion, you either have the item(s) or not; and website should reflect current availability.Desired Settlement: As a consumer, I believe this issue needs to not only be reported to you but also needs to be addressed by the CEO's of Dick's Sporting Goods Corporate Office.

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 and delayed response time. We understand our customers’ urgency to have their orders shipped on time and without issue and we truly regret any disappointment. Due to the popularity and high demand of the online Holiday deals, our site did cancel the order as the units in the sizes ordered did deplete during the process of validating the payment and order availability. With so much interest in these very special events, product can go quickly in some cases.

Thank you and best regards, DICK’S Sporting Goods

Review: -Ordered item Web ID: [redacted] on December 22nd @ 9:21pm PST and paid for overnight shipping per their Holiday Guarantee. Item was marked "usually ships in 1 to 2 days" and had "Guaranteed Delivery" tag. Product was to show up by the end of day December 24th or it was free. Product never shipped.

-Order #[redacted]

-Called customer service line on December 26th and was told that the item was over sold and despite their efforts of checking two different distribution centers they couldn't locate item and that most likely my order would be canceled. Filed claim for "Holiday Guarantee"

-Received cancellation email on December 28th

-Received second email on December 28th stating "We’re so sorry for the recent cancellation of one or more items from your order. Despite our best efforts, we were unable to fulfill your order due to overwhelming holiday demand."

-Received email on January 11th stating that "The reason your order does not qualify for reimbursement:

• Items with extended processing times were not eligible. This would be items that are labeled as usually shipping in more than 1 to 2 business days. All eligible items were marked with a "Guaranteed Delivery" icon under the Add to Cart button."

-Replied back to email on January 12th stating that there reasoning was not truthful because it did have "Usually ships in 1 to 2 days" and had the "Holiday Guarantee" tag. The item is still on their website with the "Usually ships in 1 to 2 days"

-Received email January 13th changing the reason for not qualifying stating "

After reviewing your order I am showing that this was cancelled due to a pricing/promotional error that occurred on our website."

-I feel Dick's Sporting Goods acting in an unprofessional business manner by continually switching reasons why they don't want to make good on their guarantee. Their cancellation email clearly states that they just couldn't fill the order and over sold the item. Now they are changing the story over and over not wanting to make good.

-Have all email communication for back upDesired Settlement: Either send item for free or given a credit in the mount of the item per their "Holiday Guarantee"

Business

Response:

Dear Revdex.com,

DICK'S Sporting Goods is committed to ensuring a positive and friendly online shopping experience and we would like to apologize for any inconvenience that Mr. [redacted] may have experienced related to his recent purchase.

In reviewing this matter, our records indicate that Mr. [redacted] reached out to our office to file his "Guaranteed To Get There" claim and we apologize for any delay in communicating the processing of his claim while it was in a "under review" status. We have since reached out to Mr. [redacted] to apologize for the delay and assist with processing his claim and approved credit.

Thank you and best regards, DICK'S Sporting Goods

Review: On December 13, 2013, I went online to www.dicks.com and ordered a north face jacket for my brother (item # [redacted]). I made sure that there was available inventory before I even ordered the jacket. I received a confirmation from the website stating that they have received my order and an hour later, received another email indicating that my order is being processed. I never heard from Dicks until 12/18 (a week later)through email that my order had been cancelled due to inavailability. I never received a call, a voicemail, or even an email asking me to contact Dicks. I was never offered the option to change my order maybe to a different color or to a different product. Because of lack of communication and poor customer service, my brother will not get a gift for Christmas.Desired Settlement: I request that Dicks Sporting Goods need to improve their customer service and invest in technology to help accurately inventory their merchandise instead of falsely advertising products they don't even have. Dicks need to increase their efforts in getting a hold of paying customers and offering alternatives/options instead of rudely cancelling orders without notice.

Business

Response:

It is always DICK’S Sporting Goods goal to ensure our customer’s satisfaction. It is important to note that DICK’S Sporting Goods regrets any inconvenience or disappointment that [redacted] may have experienced related to the 12.13.13, which resulted in an order cancellation. Regrettably, the inventory for this particular jacket in the size and color was limited. 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 that [redacted] experienced which resulted in an order cancellation. Again, we would like to express our apologies for the cancellation of an order that was unable to be fulfilled. Our online agents were issuing a percentage off discount code to our customers that could be used on the same item if a different color was acceptable or towards another purchase. It our hope that [redacted] continues to make DICK’S Sporting Goods the fitness, athletic and outdoor destination. If [redacted] may contact our Customer Service team at ###-###-#### and an agent will attempt to try to locate the product if the item has become available or provide further assistance with another product. Thank you and best regards, DICK'S Sporting Goods Customer Service

Review: There was an ad for a colman sportcat heater, for the second week in a row, it was 50% off. It was out of stock and when the sales person tried to order online another salse person said" We have not been able to get those for two weeks." I asked for a rain check and was told "We don't do those."Desired Settlement: fine the store so they will carry what they put in the ad. Also the heater.

Business

Response:

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

It is important to express that DICK’S Sporting Goods regrets any inconvenience or disappointment that Mr. [redacted] may have experienced related to the Coleman heater.

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. Ideally, we would like to remain in stock on all advertised goods during the holiday season. Advertised items are limited to stock on hand and we regret the unpredictable inventory status’ between stores and shipments.

Again, we would like to express our apologies. Our office will be glad to help Mr. [redacted] locate a suitable substitute or issue him a gift card should he contact our customer service department at ###-###-####.

We understand that this does not make up for the product availability over the holidays however, we hope that we can restore Mr. [redacted]’s confidence in another purchase.

Review: Bought a Gun safe a right before Black Friday 2013 which I have still not received. I have called and visited the store multiple times to inquiry on ETA of the gun safe. I have been billed. It's been 111 days since I was billed, and I still do not have the safe.Desired Settlement: I would like to receive the safe I purchased...or comparable safe w/ size and features.

Business

Response:

Dear Revdex.com,

Dick's Sporting Goods goal is to ensure customer's satisfaction. We regret to hear the length of time it took for Mr. Morgan to receive his gun safe.

We reached out to the customer to resolve this issue. Customer has returned to the Dick's Sporting Goods store on 3/26/2014 and was given the option to take the display model from the floor at a discounted price. The customer accepted this safe. The store has ordered shelf clips for the customer to complete the unit. At this time, we consider this matter resolved as the customer agreed to this resolution.

We appreciate Mr. Morgan's patience while we investigated this matter and came to a resolution.

Thank you and best regards,

Dick's Sporting Goods

Review: A Sole 25 elliptical machine was delivered and assembled at my residence on 12/18/13 by Go Configure. (This item was purchased Black Friday at Dicks Sporting Goods by my mother as my Christmas gift). Four days later, on 12/22/13, the machine was inoperable on the left side because it kept coming off track. A service call was placed and a Go Configure technician came out on 12/27/2013 and simply put the machine back on track and made no repairs. After 3 days (not consecutive) of use, the left side went off track again and made the unit inoperable. This time, a Sole representative was contacted and dispatched a DC Services technician to my residence on 1/24/2014. He examined the unit and determined that the left side was bent and ordered new parts. He returned to the residence on 1/31/2014 to complete the repair. This was the most unprofessional service call. The technician: 1) showed up for service outside of the 4 hour window of 8am- 12pm and took over 2.5 hours to make the repair. 6.5 hours of a weekend day is unacceptable; 2) offered to replace just 1 part instead of the 3 sent by the manufacturer so he could keep the extra parts for his personal scrap metal yard. I declined and made him replace all 3 parts; 3) showed up with a girlfriend in the truck and inadequate tools; 4) had to send his girlfriend to the hardware store to get tools and she returned asking to use my restroom (my machine is in the garage and the technician never entered my residence); 5) had a leaky truck that left 2 large stains in my driveway; and 6) failed to complete the repair because the machine broke after 2 minutes of use the following day.Desired Settlement: The main thing that I want is a change in policy that prohibits technicians from bringing others on their service calls. This girlfriend did not use the bathroom in a public place when she had the opportunity and chose to return to a customers house and ask to go inside to use the restroom. I became very uncomfortable and starting thinking they were casing my residence for a burglary/robbery because I couldn't figure out why she wouldnt use the restroom at the hardware store. Also, REFUND

Business

Response:

Dear Revdex.com,

DICK’S Sporting Goods is committed to ensuring a positive customer experience. We regret to hear of Ms. [redacted]’s complaint regarding her service call for a Sole E25 2014 elliptical. We sincerely regret to hear that your experience with a Sole technician did not meet your expectations. We always appreciate the customers who take the time to let us know about their 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. We have reached out to the Sole service team and are taking measures to not use this technician going forward.

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

In regards to the request for a refund, our records show that Ms. [redacted] has already been satisfied with a refund on February 20, 2014.

Thank you,

Review: I placed an ores of 2 items on December 16th 2013. I received the first item with in 3 days. My sweat shirt that I ordered didn't show any movement. I didn't receive anything before Christmas. I them made a phone call on the 28th because I still hadn't received anything. The woman I spoke with said we can't do anything other then file a lost item but it could be weeks to get a replacement. After receiving the package on December 30th I figured the least that I could do is contact Customer support to see if they were apologetic. I received nothing but there is nothing for us to do. This was horrible customer service. And I don't want to see it happen to any others.Desired Settlement: I would like a refund of the shipping costs.

Business

Response:

Dear Revdex.com,

DICK’S Sporting Goods is committed to ensuring a positive customer experience. We sincerely regret to hear of Ms. Wagner's concern regarding delayed delivery on an online order.

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

We have confirmed that Ms. Wagner's item was in fact received within the anticipated time frame and she did not pay any shipping charges to have the order delivered. There are no fees to refund for the customer and she was presented with our estimated shipping times before completing her transaction. The customer has already contacted our team and was made aware of this information to clear up any remaining confusion with her order.

We understand this matter to be resolved.

Thank you and best regards,

DICK'S Sporting Goods

Review: This business failed to respond to reasonable customer complaint, and did not provide any solution to the problem a customer had. I purchased a set of golf clubs with Dick's sporting goods. The store staff told me that a dozen free golf balls come with this order online, so he helped me place this order online. A few days later, I got the shipment, but those free golf balls were nowhere to be found. I called the toll free number 3 times within two weeks. And every time the representative told me that somebody would give me a call back in 1-2 business days. I waited, but nobody called me to issue any solutions. This is really bad business practice.Desired Settlement: I would like to get those free golf balls that I was promised. I would not have purchased that set of golf clubs if it wasn't for the promotion they had. I want somebody from Dick's Sporting Goods to call me and send me those free golf balls.

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 online order.

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

Through further researching Ms. [redacted]'s concern, it appears that her order was not eligible for the offer of free golf balls. The customer was contacted multiple times with this information to ensure full understanding of the promotion.

Given the significant follow-up from our online customer service team, we believe that, even though we were unable to meet Ms. [redacted]'s request, this issue has been resolved as she was provided with the terms and conditions of our promotion in a prompt polite manner.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service