Dick's Sporting Goods Inc

1/8/2015Revdex.com Complaint # [redacted]Dear Revdex.com,We apologize for the disappointing experience Ms. XXXXX had when trying to purchase shoes on dickssportinggoods.com.We appreciate the opportunity to further review and investigate this complaint.  We sincerely apologize for the poor customer service and...

communication received surrounding this order.  In an effort to assist, a member of Dick's Sporting Goods reached out to Ms. XXXXX's husband on 1/8/2015 to apologize for the cancellation.  It was explained that due to the high demand for the Air Jordan 11 Retro Basketball Shoe release and due to overwhelming demand and popularity of the shoe it sold out quicker than the volume coming in.  An offer of a $50.00 discount to use towards a future order with us was extended.  The customer accepted and will receive the code via email.Sincerely, Dick's Sporting Goods

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. Dick's...

has promised a check for reimbursement will be coming by Federal Express.  I agree with the promised resolution, but would like to have complaint remain open until I receive check.
Regards,
[redacted]

Dear [redacted],  Thank you for contacting Customer Support at www.dickssportinggoods.com. We are truly sorry to hear that your order was canceled and that you no longer have possession of the Gift Card used on your order. A request has been submitted via ID# [redacted] to...

have this Gift Card devalued and a replacement shipped to you via overnight delivery. You can expect to receive confirmation of this replacement via email with tracking details upon shipment. Once received you may take this card to your local store and they can process a cash out for you in reference to your request for a refund in Cash. As an additional courtesy you are being sent a $25 Gift Card for use in store or online. You will be notified of this via email as well. I hope that this information has been helpful. Please let us know if there is anything else we can do to assist. SincerelyCustomer Service Representative DicksSportingGoods.com

Dear Revdex.com, DICK’S Sporting Goods is committed to ensuring a positive customer experience and therefore, we regret to hear of Ms. [redacted]’s complaint regarding the defective Field & Stream backpack, as well as our non-receipted return policy.In reviewing this matter, Ms. [redacted] did not have her...

receipt during the return transaction and in that case, we offer our customers the lowest ticketed price. However, we were able to locate Ms. [redacted]'s ScoreCard (our loyalty program) and the receipt for the Field & Stream backpack. We have since emailed Ms. [redacted] this information along with an apology for any inconvenience.  Thank you and best regards,DICK'S Sporting Goods

Dear Revdex.com,
Our office has successfully worked with Mr. [redacted] to come to a reasonable resolution.
Thank you,
DICK'S Sporting Goods

4/15/2015Revdex.com Complaint # [redacted]Dear Revdex.com,We are very sorry to hear of Mr. XXXX's experience with his [redacted] Mountain Bike.  Since the bike was purchased in 2009 and the warranty expired Dick's Sporting Goods took the below action to assist the customer.On April 15, 2015, our Corporate Customer...

Service Representative spoke directly to Mr. XXXX and offered to send a Dick's Sporting Good's Gift Card to Mr. XXXX that would cover the initial cost of the bike and warranty purchased for the bike.  Mr. XXXX accepted this offer and expressed that it resolved his issue.  We have considered this case closed and apologize for the poor experience.Sincerely,Dick's Sporting Goods

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 or misunderstanding Ms. [redacted] may have experienced with our promotion. We understand our customer's urgency to have their gift selections...

shipped on time and without issue. However, our "Guaranteed To Get There" promotion was limited to some exclusions and terms and conditions. When the "Guaranteed To Get There" promotion was active on our website, the below verbiage was under the promotion detail:     What is the "Guaranteed To Get There" (GTGT) promotion?     This is a program where we guarantee delivery of certain item(s) by 12/24/14 or the customer will get their item(s) for free.      Who will qualify? (Must meet ALL criteria below)     1. If a customer places an order for one or more items starting on:                     o   DSG - Promo Start Date: 12/4/14     2. The item has the "Guaranteed Delivery" icon (a gift box symbol).     3. The customer selected the appropriate shipping method (overnight; 2nd day; or Standard Ground - Depending on the dates listed on the partner sites GTGT calendar {Freight shipments are EXCLUDED from this promotion}).     4. The item was not cancelled as out of stock     5. The item does not arrive on or before 12/24/14.Please note that the item order was not included in this promotion as it did not have the "Guaranteed Delivery" icon. Again, we regret and misunderstanding or inconvenience regarding our promotions. Thank you and best regards, DICK'S Sporting Goods

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

Dear Revdex.com,We regret any disappointment Ms. XXXXX's cancelled order has caused.  As stated on our website (dickssportinggoods.com) under 'Product Availability & Price', Dick's Sporting Goods reserves the right to cancel any orders relating to such pricing errors.  Ms. XXXX's...

online order for a  Proform Hybrid Trainer at the price of $22.50 was a pricing error.  Ms. XXXXX was never charged for this order as we do not take payment until the item ships.  We regret to have had to cancel this order due to the pricing error. We appreciate the opportunity to investigate Ms. XXXX's order.  We sincerely apologize for the inconvenience.Sincerely,Dick's Sporting Goods

Dear Revdex.com, We have reached out to Mr. [redacted] and came to a satisfactory resolution. Thank you,DICK'S Sporting Goods

12/22/2014Revdex.com Complaint # 10323152Dear Revdex.com,We apologize for the experience Ms. XXXX had with her son's firearm.  Below details our position.  It is our understanding that this was resolved by the store location and the family.Our Corporate office verified with the manager of the Pittsburgh...

Mills location the interaction they had with the family.  The store manager worked with the son and family.  When the scope fell off the gun the store took action by taking it to a gunsmith to get it repaired and covered the cost.  The son came to the store to pick up the merchandise. After the son picked up the gun, the family still had concern and addressed this with the store.  The manager spoke with the husband and explained that since the gun was not purchased at Dick's Sporting Goods we could not replace it or send it back to the manufacturer.  The father and the manager agreed to get a more expensive scope from our location and replace it on his son's firearm.  This was done for the family and the son again picked up his merchandise.Our manager called back out to the family on 12/22/2014 to ensure everything is working fine with the firearm and the family is satisfied.  He spoke with Ms. XXXX again.  She felt the matter had been resolved but asked that the manager call her husband to be certain.  The store manager will continue to work with the family if further assistance is needed.We apologize for the inconvenience and encourage the family to work with [redacted] at Pittsburgh Mills if need be.  We have the customer's feedback recorded at the corporate office.Sincerely,Dick's Sporting Goods.

We are truly sorry for the disappointing online experience Ms. XXXXX encountered.  After Ms. XXXXX's order cancelled on 2/3/2015 and we began to investigate this matter reported to the Revdex.com, the merchandise was back on our site for a price of $89.99 with limited availability in size. ...

Dick's Sporting Goods contacted Ms. XXXX directly to try to reorder the boots and price match to the existing order cost of $49.99.  Unfortunately, the size Ms. XXXXX needed was unavailable.Dick's Sporting Goods offered an Online Gift Certificate in the amount of $40.00 for a future reorder or to use on an alternate item.  We noted the order in the event the customer would like to use this on a future purchase with us.  Again, we sincerely apologize for the inconvenience associated with this order.Dick's Sporting Goods.

Dear Revdex.com, It is important to note that DICK’S Sporting Goods regrets any inconvenience or disappointment that Mrs. [redacted] may have experienced.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 iscomplete, accurate and up to date. Despite our efforts, the information on theSite may occasionally be inaccurate, incomplete or out-of-date. We make norepresentation as to the completeness, accuracy or currency of any informationon the Site. For example, products or services included on the Site may beunavailable, may have different attributes than those listed, or may carry adifferent price than what is stated on the Site. In addition, we may makechanges in information about price and/or availability without notice. In theevent of a pricing error or discrepancy on the Site, we reserve the right tocancel any such orders.”Lastly, when you attempt to place your online order, a temporary authorization may be placed on your credit or debit card. Please be assured, this is not a charge and this authorization will be removed. With Mrs. [redacted]’s cancelled order, the authorization hold will expire in accordance with the terms of her bank or financial institution, typically within 3 to 5 business days.Again, we regret any inconvenience or disappointment regarding this situation on behalf of DICK’S Sporting Goods.Thank you and best regards, DICK’S Sporting Goods

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

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

So just to be clear, you've sent me a copy and paste response with 'terms and conditions' with zero effort to make this right or even address the fact that YOU made a mistake, not me. It is clear that the corporate structure at Dick's sporting goods is more focused on saving a penny than keeping a lifetime customer. This company will never see a dime of mine or my families again. 
Regards,
[redacted]

Dear Revdex.com,   DICK’S Sporting Goods is committed to ensuring a positive and friendly online shopping experience. We would like to extend our sincerest apology for any inconvenience that Ms. [redacted] may have experienced in follow up to an order placed on our site.   It is important to not...

the following as it pertains to authorization holds:   The payment amount is authorized and held by the customer’s financial institution at the time the order is placed to confirm the card is valid. A customer will only be charged for their purchase when the item has been shipped or has been picked up in store if using the Buy Online, Pick Up in Store program. Authorized and held amounts will not be available for other purchases. In the event the order is canceled, the authorization hold will expire in accordance with the terms of the customer’s bank or financial institution, typically within 3 to 5 business days.  Again, we apologize for any inconvenience regarding this situation on behalf of DICK’S Sporting Goods.   Thank you and best regards, DICK’S Sporting Goods

Dear Revdex.com, We have reached out to Mr. [redacted] to resolve this matter.Thank you and best regards, DICK'S Sporting Goods

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

Dear Revdex.com, DICK’S Sporting Goods is committed to ensuring a positive customer experience and with that said, we regret to hear of Ms. [redacted]’s complaint regarding her delivery and installation services. We have forwarded the information as relayed to us through this complaint to our business...

partner, Go Configure to ensure it is reviewed and addressed appropriately. Thank you and best regards, DICK'S Sporting Goods