Dick's Sporting Goods Inc

Review: This complaint is for the Dicks Sporting Goods store located in Topeka, KS. While I understand that their ads change on Sunday the signs from the previous week are still present when the store opens on Sunday morning. You must really pay attention to this otherwise you will not get the correct deals that are located on their signage throughout the store. When I confronted them about this they were very rude about honoring the presented deals on the signs. It is also hard to prove what you saw as their is a clerk changing signs as you shop throughout the store. I purposefully bought two polos based on the sign stating 2 for 50.00 dollars. When I went back after checking out and noting the wrong prices the sales clerk changing the signs was very rude, ignoring me, walking off, rolling her eyes and cutting me off mid-sentence. The floor sales clerk directed me back to the front registers and then told the person the polos were 29.99 rather than the rather clearly posted 2 for 50.00 sign that I showed her and she removed to place the new sign in. I gave up and paid the 29.99 price due to the large line growing behind me. Before I left the store I asked to speak to the manager and shared my ordeal. His only comment was, "thanks for letting me know" and their previous price that was clearly presented to shoppers was still not honored. Needles to say I am very disappointed in their sales presentation when their ads change and their customer service. I also noted the sales clerk as the front register kept my receipt so that if any issues occur with any other items I bought I will not be able to show proof of purchase.Desired Settlement: I would still like to see the price honored and be reimbursed the 10.00 difference that they still owe me on the Walter Hagen Essential Polos that I purchased.

Business

Response:

Dick's Sporting Goods is committed to ensuring a positive customer experience. We regret to hear of Ms. XXXXXX's complaint while shopping at our Topeka, Kansas Dick's Sporting Goods location.

We understand how frustrating it must have been to see a sign for an item to find that it is no longer a current promotion. We do our best to ensure that our stores provide a well-merchandised, signed, clean and neat shopping experience. By the details of your complaint, it sounds like when you were shopping early Sunday August 17, 2014 the associates were in the process of updating the store signage and displaying the current deals.

Occasionally, merchandise is discovered by customers where the pricing/promotion has ended but the sign has not been removed. 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 and current pricing.

Dick's Sporting Goods Customer Service was able to find the transaction at our store. It appears that the store tried to assist with a price adjustment. Originally, the 2 polos rang out as Buy 1 Get 1 at 50%. The first polo rang at the register for $50.00 and the second for $25.00. It appears that moments after this purchase the store performed a return/exchange transaction in which the manager over-rode the price and charged $29.99 for each polo. Though the specific sign was not reviewed it appears that the store tried to help make a price accommodation for the inconvenience.

At this time, Dick's Sporting Goods would be happy to send a $10.00 gift card to Ms. XXXXX to cover the discrepancy in this complaint. We will certainly investigate this matter further with the Topeka, Kansas store and address the customer service Ms. XXXXX received while shopping on August 18, 2014.

With this gift card an itemized Proof of Purchase will be sent to Ms. XXXX showing her complete purchase and transaction information for this visit. Ms. XXXXX mentioned the store kept the receipt information. We hope our action resolves this complaint and request that if Ms. XXXXX needs further assistance to please contact the Corporate Office at ###-###-####.

Sincerely,

Dick's Sporting Goods Customer Service

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

Review: Horrible shipping practices

To begin I am a long time customer with a dicks if that counts for anything. I ordered an oddesy versa putter and a Nike covert 3 hybrid. I was hoping it would be delivered in time for a tournament, and it was going to be according to the tracking details via UPS the same shipment and tracking number. The arrival time came and I received the package had the putter in a box that was four inches shorter than the putter and a box that was cut to have the putter stick out of the box with a damaged end. The hybrid wasn't even in the box. This is crazy to me because I paid a little more than I wanted to buy from an expirenced company. I did not receive expierenced service. They offered to reship the product but it's not going to be in time and would not give any type of compensation for my troubles. If I could go back I would have bought from someone else who knows how to Ship a package first off and second someone who knows how to ship all the products that I paid my good hard money for. Do not shop with this company they do not provide paying customers with the service they deserve.Desired Settlement: I want to first off be compensated for my trouble and second I don't want any other customer to be put through what I have been put through.

Business

Response:

Dear Revdex.com, Please know that we regret any inconvenience or disappointment that Mr. [redacted] may have experienced related to his online order. Although we do show receipt of the reship for both items, as they were sent out with overnight delivery, we have also mailed Mr. [redacted] a gift card for the mistakes made. While we understand that this does not make up for the service issues, we do hope that we can restore Mr. [redacted]'s confidence in another purchase. Thank you and best regards, DICK'S Sporting Goods

Review: Horrible shipping practices

To begin I am a long time customer with a dicks if that counts for anything. I ordered an oddesy versa putter and a Nike covert 3 hybrid. I was hoping it would be delivered in time for a tournament, and it was going to be according to the tracking details via UPS the same shipment and tracking number. The arrival time came and I received the package had the putter in a box that was four inches shorter than the putter and a box that was cut to have the putter stick out of the box with a damaged end. The hybrid wasn't even in the box. This is crazy to me because I paid a little more than I wanted to buy from an expirenced company. I did not receive expierenced service. They offered to reship the product but it's not going to be in time and would not give any type of compensation for my troubles. If I could go back I would have bought from someone else who knows how to Ship a package first off and second someone who knows how to ship all the products that I paid my good hard money for. Do not shop with this company they do not provide paying customers with the service they deserve.Desired Settlement: I want to first off be compensated for my trouble and second I don't want any other customer to be put through what I have been put through.

Business

Response:

Dear Revdex.com, Please know that we regret any inconvenience or disappointment that Mr. [redacted] may have experienced related to his online order. Although we do show receipt of the reship for both items, as they were sent out with overnight delivery, we have also mailed Mr. [redacted] a gift card for the mistakes made. While we understand that this does not make up for the service issues, we do hope that we can restore Mr. [redacted]'s confidence in another purchase. Thank you and best regards, DICK'S Sporting Goods

Review: Placed order number [redacted] a $20 email gift certificate. Got an email confirmation it had been sent. Month later called to get the status - found out it hadn't been sent. Apparently an IT issue had caused them to lose the address to send it to.Don't think the "confirmation" should have been sent until they had actually delivered the product. Further - they should have reached out to me and informed me - instead of charging me $20 and never saying anything.Desired Settlement: If I am the only person with this complaint - ignore it. If other people complain about Dick's collecting $$$ but never emailing the gift cards - then they really should be encouraged not to sell on-line gift cards until they have the tools to do it right.

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 Mr. [redacted] may have experienced related to his online order of an electronic gift certificate.

We understand the importance and integrity of having a customer's online order processed without issue. We would like to extend our sincere apologies for the delay in having his certificate sent out.

Through further researching Mr. [redacted]'s concern, it appears that there was a delay in having his certificate sent electronically. The customer was immediately assisted when this was brought to our attention and we had the online gift card resent successfully and extended a $10 gift card to the customer for the delay.

It appears that we reached an amicable resolution with Mr. [redacted] back on 6/3/2013 when he accepted the good will gesture of a gift card and we were able to have his purchase delivered.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

Review: I ordered 2 jackets online from dicks sporting goods at 2 different times. I paid 69.98 for the first one and 47.23 for the second one. I sent the first one back because the person I bought it for did not like it. I sent the item back on nov 9th and it was received by their return department on nov 21st. After almost 2 weeks of not getting a refund I used their online chat and asked about my refund. They assured me that I would get it and to keep waiting. So I waited and still nothing so I called and again was told to wait. Still nothing so I called again on dec 9th and talked to a supervisor and they said they would manually credit my card and that it would take 2-3 business days. So I waited another week and still nothing. So I called again and when I talked to the lady on the phone she said she would e-mail the credit department. I do not understand why after the item being at the return department for over a month I still have yet to receive my refund.Desired Settlement: I just want the 69.98 credited back to my American express card that I used to buy the jacket.

Business

Response:

Dear Revdex.com, In reviewing this matter, we have verified the return, but we do not show where the refund ever processed. We have since processed the refund and reached out to Ms. [redacted] to offer our sincere apologies for the delay. We also offered a 20% promotional offer for her next order due to the delay associated with her refund. Thank you and best regards, DICK'S Sporting Goods

Review: I have placed 2 online orders for different items with Dick's Sporting Goods over the last 8 weeks. For both orders I received confirmation emails. The last one actually stated "in stock" next to each item. Both orders had two of the three ordered items cancelled because the items were not in stock. In response to my complaints I received exact duplicate emails, which implies Dick's does not even read customer complaints. After multiple emails and phone calls, the first issue was resolved to my satisfaction, but too late to use the items as the gifts they were intended to be. For the second order I was issued the standard small percent off, which is useless since the items I wanted are not available. I would love to be able to order in the future, but at this point, it seems like a waste of my time.Desired Settlement: The resolution I seek is for Dick's to improve their online ordering system so inventory is accurate. I see several complaints similar to mine where customers have orders cancelled because the item is not in stock.

Business

Response:

Please know that we sincerely regret any inconvenience or disappointment that Ms. Wolf may have experienced during her online experience.

For the purpose of clarification, DICK’S Sporting Goods does disclose the following terms and conditions information regarding online orders:

Once you have made your online purchase, we will update you on the status of your order through email notifications. All email notifications will be sent to the email address you provide when placing your order.

Cancellations Due to Order Processing Difficulties

DICK'S Sporting Goods may be forced to cancel your order due to circumstances that arise during processing.

Your order could be cancelled for the following reasons:

· The item(s) is no longer available

· We were unable to process your payment

· We are not able to ship to the address provided

· A duplicate order was placed

· Pricing or promotions errors

· Product set-up errors

You will receive an email detailing that cancellation has occurred and credit or authorization holds will be removed from your account based on the tender used.

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: with an order I placed with their affiliate ESPN. I ordered on november 1st 3 items. one has shipped the other two said they were to be shipped no later then november 13th. it is now the 18th and the two items have not shipped. I called there customer service. I was on the phone for 45 minutes and they could not find my order. the manager got very angry with me when she could not find the order. I came home from class called again they finally found my order. but they could not find out why they haven't shipped. they have the pieces that I ordered and now they have to put a ticket in and wait another 5 days to talk with them ?? simply the worst customer service I have had.Desired Settlement: I would like the products that I already purchased or my money back. something for the over an hour on the phone with the customer service reps

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 the customer may have experienced related their online order.

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 a assistance and shipping issues identified in November.

Our office will be glad to offer [redacted] a gift card for the inconvenience that was experienced during the shipment process by contacting our customer service department at ###-###-####.

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

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

Review: I recently placed an order on Dick's Sporting Goods website on 11/30/14 for their advertised St. Croix LEGEND ELITE BC FISHING RODS, for $19.49 ea. & thought that these rods were possibly being listed as a clearance item. I placed an order for 4 rods and immediately paid for these via paypal. The order cost was $82.64. My order # is [redacted]. Today, Tuesday 12/2/14, I had been informed that my order had been cancelled. I called Dick's Customer Service and spoke with 4 different CS Reps about this issue. I was 1st lead to believe that my order was cancelled because the rods weren't in stock, & when I disputed that my email confirmation stated that the rods were in stock, the story changed. The TRUTH is that these rods had been priced incorrectly on their website and that they should have been $349.99 ea., instead of $19.49 ea. I questioned Dick's several times as a consumer, as to what I had done wrong and why this order had been cancelled & had been told that I didn't read their Terms & Conditions, & that they could cancel any order at any time for incorrect pricing related to their website purchases. I'm a Purchasing Mgr. and fully understand Terms & Conditions. 1st of all, the order between myself and Dick's Sporting Goods is a legal biding document and it was accepted by Dick's. 2nd, there isn't anywhere on Dick's order form that shows their Terms and Conditions when ordering. You should have to check a block stating that you fully accept Dick's Sporting Goods Terms and Conditions at the time of order. Regardless, as the Consumer, where does this EVER end? Multi Billion Dollar companies continually taking advantage of Consumers is JUST PLAN WRONG! I can't understand how a company like Dick's can get away with this? Where does the Consumers rights come into play? As always, Big Corporate America wins again and the lowly consumer loses as usual. I want JUSTICE and feel ROBBED as a Consumer. PLEASE HELP STOP THIS!!! Make DSG's step up to the plate and HONOR this order that they accepted......Desired Settlement: I want Dick's Sporting Good's to honor the advertised price for these 4 rods and they should be liable to fulfill this order immediately. The Terms & Conditions need to be on the order form itself, NOT hidden in fine print wherever they'd like to place them on their website. How can a $6.79 BILLION DOLLAR Company not be liable for Basically Baiting and Switching this item? I was offered an appeasement for my trouble & turned it down. PLEASE MAKE THEM BE A REPUTABLE COMPANY AND HONOR THE ORDER!!

Business

Response:

12/9/2014Revdex.com Complaint # [redacted]Dear Revdex.com,We apologize for the disappointment Mr. XXXX has experienced with his cancelled order. Due to the pricing error on our website we are unable to fulfill the initial order placed on 11/30/2014. Dick's Sporting Goods has explained that we do disclose the right to cancel orders in the event of a pricing error. This information is found on our dickssportinggoods homepage under Product Availability & Pricing. In an effort to assist Mr. XXXXXX, Dick's Sporting Goods Escalation Supervisor connected with Mr. XXXX on 12/9/2014. A resolution was agreed upon after discussing Terms/Conditions in regards to the Website/Price Error. Approved was a $100 Online Gift Certificate to assist with reordering an alternate product item. Mr. XXXXX said he will contact us back when ready to place an order using the Online Gift Certificate, providing an online promotion is active on the website, to take advantage of a promotional discount outside of the Online Gift Certificate.Mr. XXXX was advised if there is no active website promotion at the time of the order, he is approved for 20% off to help ensure satisfaction with the resolution. Mr. XXXX accepted this offer.Our Escalation Supervisor is also following up directly with Mr. XXXX by email to re-cap the conversation and the offer presented to him on 12/9/2014 in which he accepted.Thank you for allowing Dick's Sporting Goods the time to investigate this situation further.Sincerely, Dick's Sporting Goods

Review: I've asked them several times to stop sending me emails ,I continue on getting their emails everyday, which is very annoyingDesired Settlement: Just want dicks sporting goods to stop sending me emails ,that's all

Business

Response:

DICK'S Sporting Goods would like to extend an apology for any inconvenience associated with the email subscriptions. Please note that the two email addresses used by Mr. [redacted] to place online orders have been submitted to unsubscribe which can take up to 48 business hours.

DICK'S Sporting Goods

Customer Care

Review: On Thursday, 11/21/2013, I placed an order ([redacted]) for the Chicago Skates (Ladies Size 7). The website listed that the skates were in stock and would be shipped within 1-3 business days. Within an hour of placing the order, I received an email stating the skates would be delivered between 11/27/2013 and 12/5/2013. On 12/4/2013, I received an email stating my order was delayed and that there was no estimated date on when I should receive the item. When I checked the website, not only was the item in stock, but listed the item as still being shipped within 1-3 business days. When I called, I spoke to a rep by the name of [redacted]. He told me the item was being shipped that day and I would receive it within 3-6 business days. I told him this was unacceptable as the gift was for a Charity event and needed to be in my hands within the next day. He said there was nothing he can do. I asked to be transferred to a supervisor. I was transferred to [redacted] who said she would she could contact the vendor to expedite the order and have it sent overnight so I could receive it on 12/5/2013. On 12/5/2013, I called to follow up on the order. When I spoke to the rep, he said he did not see the order being delivered. I asked to be transferred to a supervisor. [redacted] checked to see the system and said the vendor did not to [redacted]s request, and the skates had not been sent. [redacted] took my number and said she would follow up with me with status. I have yet to hear back from her. I called back and spoke to [redacted], another supervisor, who told me not only are the skates are not being sent, the vendor does not have them in stock. She said the inventory had not been updated and there was a discrepancy within the systems. I asked how could this be possible if I ordered them on the 21st, and I did not receive a direct answer only an apology, and that the skates had an unknown ship date.Desired Settlement: I felt the need to make the company aware of this issue. This is my first time every shopping at Dicks Sporting Goods, and to go through so much was truly unacceptable. I am now stuck in a position in which I have to located these skates and have them sent to the child who requested them no later than Monday, 12/9.

Business

Response:

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

Please know that we truly regret any inconvenience or disappointment that Ms. [redacted] may have experienced related to the online order and tracking information.

DICK’S Sporting Goods is committed to ensuring a positive and friendly online shopping experience and we would like to apologize for the disappointment associated with the response time of her order.

In reviewing the order details, it does appear that the order was delivered and a signature captured on 12.10.13. This delivery date does appear to be long overdue given Ms. [redacted]’s order date on 11.21.13. In appreciation for Ms. [redacted]’s business and patience, her credit card was charged only for the shipment of the order for $3.99 and not the merchandise.

Ms. [redacted] may feel free to contact our office at ###-###-#### with any questions or concerns she may have and we hope that we are able to restore Ms. [redacted]’s confidence in our ability to provide a greater level of customer care.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

Review: I went into the Newington, NH location in January '16 to return an item that I received as a Christmas gift. The item did not fit me. I had with me both the item which was in new condition and the receipt with the item listed on it. My first point of contact was a female sales clerk who took hold of the item and the receipt, she needed assistance with the return so she called over an additional female clerk. The second female clerk was both rude and abrasive. She repeatedly raised her voice angrily and stated that she knew that the sweatshirt material jacket that I was returning was not worth $99 as it clearly stated on the receipt and she announced to the clerk next to her that I probably didn't even buy that item from Dicks and was trying to scam the store. She made this statement out loud in a store full of people on a busy evening with a line full of customers behind me. She was yelling at me and repeatedly stating that she knew the item was not worth $99 and did I expect her to believe me, she continued shouting and asked me multiple times If I paid $99 for the item and if I expected her to believe it was worth $99. She had clear intent to humiliate me publicly as she thought she was catching me in the act of a lie. I calmly told her that it was a gift but that the receipt stated the item was worth $99. Never once did I raise my voice, become aggressive or mistreat this clerk, I remained calm and measured but she continued to shout at me. Both myself and my spouse were absolutely humiliated as we were being scolded by this associate loudly and aggressively with curious onlookers observing the interaction. She then said that she needed an additional male associate to come over to the register and they were going to look up the item and essentially prove that I was a liar. As the male associate walked over the female clerk found the item in the computer inventory system and saw that the item was in fact listed for $99. I received no apology, and no break from her cruel tirade. Instead she decided to throw some more insulting digs at me and told me loudly that she couldn't believe that someone would pay $99 for that item and that it surely wasn't worth that price. At this time she was also holding up the item and scoffed several times as if she was disgusted. Meanwhile customers where continuing to stare at both me and my spouse who were by this time in shock. She thens yelled at me again and said that I was only getting a gift card for the item and nothing more. My spouse and I left the store, I was shaking and sick to my stomach from embarrassment and he was in shock and very disappointed that someone could treat a person the way I was treated. He walked me to our vehicle and then calmly returned to the store to speak to the manager. When I got home I contacted corporate, they told me that they can not update me on the outcome of situation as its against their policy. I had mentioned in the complaint that I would like to have my money back and return the gift card because I do not want to return to the store or do business with them again. They told me if I didn't want to go to the store to use the gift card online and that was that. The sales associate that worked for them slandered me in public in a crowded store and left me feeling humiliated, she shouted at me and scolded me like a child. Not only did she accuse me of being a thief but she never apologized when she realized she was wrong and she insulted both me and my family member who initially bought the gift implying they bought a cheap item that was overpriced and then reprimanded me yet again by saying I was only being given a gift card as she still couldn't accept that she was wrong and that she would be sure I didn't receive money for the item. She raised her voice at me and verbally abused me and the experience was horrendous. I am now told that I will not be made aware of how the situation was handled as they feel its none of my business and to use a gift card online for a store that I don't want to do business with now or at any time in the future.Desired Settlement: 1.) I would like to be updated on the situation as I feel I have the right to be kept informed since I was slandered, falsely accused of stealing, yelled at, scolded and embarrassed publicly in a store full of customers in an area where I live and visit frequently. I received no apology from this associate and feel that Im not asking for much to be updated.

2.)I would like a full cash refund for the purchase price of $99.00. I am not asking for anything for free, I will gladly return the gift card or provide the gift card number so that it can be voided. I do not want to do business with this store and I have that right after the way I was grossly mistreated.

Business

Response:

Dear Revdex.com,

DICK’S Sporting Goods is committed to ensuring a positive customer experience and we regret to hear of Ms. [redacted]’s complaint regarding her recent store experience. In reviewing this matter, our records indicate that Ms. [redacted] contacted our office on January 31, 2016, where our agent reviewed her experience and researched the matter with the store manager. The interaction with the associate was addressed and Ms. [redacted] was reassured of this, but she was also advised that disciplinary action is not shared externally. We offered our sincere apologies for the interaction on behalf of the store and the associate.

Furthermore, per the terms and conditions of our return policy (listed on the back of all receipts), "Returns with a gift receipt will be offered a gift card or exchange." With that said, we will not be able to honor Ms. [redacted]'s request for a cash refund; however, our gift cards can be used both online or in-store at any of our chains, they do not depreciate in value and do not expire.

Thank you,DICK'S Sporting Goods

Review: I ordered a [redacted] GPS from their website for $110, received a confirmation email that it was in stock and would be shipped shortly. Received shipping information from them and was told it was in stock, and the hold was placed on my credit card. After about a week of no communication or product, I called customer service and was told my order was cancelled, four warehouses were checked and none were available. They then sent an email saying the same. I went on line yesterday to see the same product available again, but now it is $180. I called customer service to ask for the original price, and was told I could get a 10% discount and no more. I am only asking to pay the amount they originally agreed too.Desired Settlement: Sell the product promised at the price agreed too originally.

Business

Response:

September 19, 2014

This letter is in response to complaint [redacted] filed against dickssportinggoods[redacted]

Dear Revdex.com,

We apologize for the inconvenience this customer has experienced. A review of Mr. XXXX's account indicates his order was cancelled as out of stock. A senior supervisor from our management team is attempting to resolve this issue with the customer.

Customer ordered the [redacted] GPS [redacted] during our Take 25% Off Select Clearance Items! Discount applied in cart. His order cancelled as out of stock. At this time we do not show this item on the website. However, there are two other GPS for $249.99 and $349.99 available on the website. The supervisor left a voice message for the customer to advise that we would like to discuss the options and offer 25% off one of the two.

We regret that this order was cancelled. This is not the standard experience we intend to deliver to our customers. We hope Mr. XXXX will accept one of the two options as we attempt to resolve this matter. Mr. XXXX can contact our Online Customer Service toll free at [redacted].

Sincerely,

Dick's Sporting Goods

Consumer

Response:

Review: Wrongfully collecting Credit Cards Details and cancelling orders for which .. they confirmed that the stock does EXIST.

I have placed an order for "Reebok Men's Cotton Performance Training Shorts" for total of $14.97 a with http://www.dickssportinggoods.com/ and was provided an order confirmations that the items are in stock and will be shipped between 10/29 and 10/31. They took my Credit Card details and even placed a temporary charge on my CARD.

Suddenly, they cancelled my order next day and didn't give me any details in that cancellation email. When called about the cancellation, their call center raised a Request : [redacted] for this order and said someone will call me in 24-48 hrs.

The Customer service rep called me to address this request ID, she initially stressed again and again that my CARD details were wrong and I have to talk to my Credit Card Company though I informed her that the card details are CORRECT and there is INDEED a charge on my CARD.

I wanted her to re-order the same items again using the same CARD and wanted to see where the issue is. Then she says ... that the items on my original order are not in stock and she can't place the order again.

This does seem like they put bogus items on their site to get customers place orders and provide their card details.

This DOES look like they are collecting CREDIT Card Details for no real purpose and wasting my time in making order things that are no longer available and falsely sending emails that the stock is available.Desired Settlement: I want my original order to be honored and all the items on that order to be shipped for the same price.

Business

Response:

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

It is important to note that we regret any inconvenience or disappointment that Mr. [redacted] may have experienced related to the Reebok Men’s Cotton Performance Training Shorts, which resulted in an order cancellation. We understand our customers’ urgency to have their selections shipped on time and without issue and we truly regret the unpredictable inventory issues that developed after the order was placed.

When an online order is initially placed, the payment amount is authorized and held by your financial institution in order to confirm the card is valid. A customer will only be charged for their purchase when the item has been shipped. In the event the order is canceled, the authorization hold will expire in accordance with the terms of your 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

Review: I purchased an item online through dick's sporting goods. I chose to set the pick up location of the order for in-store pick up at their newport beach location. I went to the store to pick up the order but it was not ready yet, though it had been 6 hours since placing the 1 item order. Once I learned it was not ready, I went to the shelve and brought it to the counter and purchased the same item I had ordered. As I walked out of the store the manager, [redacted], said my order was now ready for pick up. I refused to pick up the item and said that I had just purchased a duplicate order. He said I could not cancel the order. I told him I was not leaving with the item. When I arrived at home I got a notice saying that my item had been picked up which it had not been. Which is illegal or a lie at best. I called the manager at the store to tell him to reverse the email as I had not picked up the item and he refused to take my call because he was too busy.Desired Settlement: I would like a senior level response to the experience and I would also like the manager that created this horrific experience held responsible.

Business

Response:

We are sorry to hear of Mr. XXXXX's experience with his Buy Online, Pick up In Store order at the Fashion Island, CA store location. We looked into this further and have addressed the customer service issues and reviewed the process for these orders at the store level. In addition, we do see that the customer was refunded for the duplicate charge.We reached out to Mr. XXXXX on 7/27/15 and left a voicemail to speak with him further about his concerns. He is still more than welcome to call us back if he has any additional comments or questions at ###-###-####.Sincerely,Dick's Sporting Goods

Review: I placed the order online late in the afternoon of November 2 for a customized baseball jersey and was provided an expected delivery date of November 13. After realizing the formatted jersey # entered on the order was wrong ("08" instead of "8"), my wife telephoned customer service a little over 24 hrs later (early morning of 11/4) to request a change to the customized jersey #. She was advised that they would try, but couldn't promise a change would be made. On 11/4 I also e-mailed the Dick's Sr Leadership team about the situation, asking that they intervene to ensure the order gets modified per my request. The only communication received from Dicks was from a supervisor on 11/5 advising the order was in production and the requested change could not be made. I was also advised the product cannot be returned or refunded. After the latest communication from Dicks on 11/5 I again contacted the Sr Leadership team requesting their assistance to correct the order...to do the right thing for the customer. No response. At this point, I'm a very disappointed, dissatisfied customer. The customer experience with Dicks has been very poor. Nobody has taken ownership of my request/problem to ensure customer satisfaction. As previously requested, please ensure the jersey # is "8" instead of "08."Desired Settlement: Ensure the customized jersey # gets changed from "08" to "8" as requested. Better communication with your customers. Do the right thing for the customer...take ownership of the situation and ensure customer satisfaction.

Business

Response:

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

In reviewing this matter, we do show that the customized order was placed on November 2, 2015 and a request to have the number altered was made on November 4, 2015. At that time, Mr. [redacted] was advised that we would attempt to reach the vendor in time with the order alteration, but it was not a guarantee that we would be able to make the adjustment to the customized order given the quick turnaround time with production. The vendor replied on November 4, stating that it was unfortunately too late, as the order was already through production. The customer was notified via email that the order had shipped out on November 5, 2015 via UPS tracking [redacted].

It is important to note that throughout the customized product process, we offer the option for our customers to "Preview your finished jersey" before an order is submitted. In addition, we disclose "NOTE: All sales are FINAL for customized products." Despite this disclosure, we will however make every attempt possible to assist a customer with their last minute changes, but if our vendor is unable to make the change due to the timing of production, it is unfortunately, too late for us to intervene.

Thank you,DICK'S Sporting Goods

Consumer

Response:

As a customer of Dick's, while I can appreciate things such as "quick turnaround times with production", "all sales are final disclosures", and execution against internal processes and policies, none of these things supercede doing the right thing for the customer. In the eyes of the customer, having quick turn around times with production, having well-documented disclosures, and strictly adhering to internal processes and policies are all well and great, but truthfully all for naught if in the end your customer(s) are disappointed and unsatisfied. In the eyes of your customer, no visible, tangible efforts were made by any Dick's employee (all the way up to executive leadership) to accomodate my request pertaining to this order. The executive leadership team has remained silent, cold and distant. Unfortunately, throughout this process, the predominant messages were "we can't guarantee" and "unfortunately it's too late." Never at any time through the process did any Dick's employee step up and take ownership to do the right thing for the customer. Perhaps this highlights a fundamental deficiency in their customer service and customer experience processes.From your customer's perspective, the issue remains unresolved. Your customer remains unhappy and dissatisfied.

Review: Received a coupon at this location that read "Take an extra 50% off the lowest ticketed price on ALL LIVESTRONG Cardio Equipment". When I went back to redeem it on a treadmill (cardio equipment) the manager first tried to say that the coupon was old (it was not) and then claimed that it was only for a particular model of treadmill that they were phasing out. Dispite the fact that the coupon from Dicks clearly stated ALL cardio equipment and the lowest ticketed price, the manager refused to honor it. This clearly represents a deceptive and potentially fraudulent business practice.Desired Settlement: Revdex.com should make others aware of this deceptive and fraudulent practice by a national retailer

Business

Response:

DICK’S Sporting Goods is committed to ensuring a positive customer experience. We 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, including limiting the offers within a transaction or store visit. Please note that with so much interest in these very special promotional events we make every effort to provide the applicable promotional offer with eligible products.

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

Consumer

Response:

While I fully understand the right of a company to include terms and limitations on any promotional offer, I expect this to be indicated in sales fliers with fine print or other clarification. To advertise a promotion on all cardio equipment of a particular brand without any indication of limitations or fine print is inherently misleading. I would have had no issue if limitations were listed, even if not clearly, on the sales flyer.

Regards,

Review: I purchased a Garmin GPs S2 Golf watch from Dick's Sporting Goods Store in [redacted].&/14/ 2014.(199.99) I was offered a no sweat protection pan for $45.99. The watch became inoperable 8/14/ 2014.I called customer service; was told to ship item to their Brentwood, Tn. location. I received notice from ups that it was received; but received no notice from Dick's that they received it.I called them after 10 day's and was told my warranty gift certificate was shipped and would be received in 10 working days.I called two subsequent times and was told that they have internal problems; each time I was told it was now taken care of and would ship in ten working days.It is now Nov. 14, 2014. They have my defective watch, and $45.99 for a warranty certificate they did not honor. I am steady customer of Dick's Sporting Goods and spent a lot of money there. I am out 299.50 with tax and have absolutely nothing to show for it.I will not purchase anything from Dick's and will advise no one else to either.

Product_Or_Service: golf gps watch

Order_Number: s-[redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like cash; no gift certificate; since I do not want to purchase anything from Dick's at this time.

Business

Response:

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

Consumer

Response:

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

Review: Dick's Sporting Goods failed to honor my gift card purchase, and charged my credit card, instead. As soon as I realized this, I contacted Dick's Sporting Goods customer service. Customer service was rude, dismissive, and unwilling to help. In subsequent contact with Dick's Sporting Goods customer service, I have politely expressed my concern and disdain for Dick's Sporting Goods' lack of responsiveness, and been hung up on.Desired Settlement: Dick's Sporting Goods should refund my gift card to demonstrate their commitment to fairness and mature customer service.

Business

Response:

Dear Revdex.com,

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

We have reached out to customer in regards to his online purchase. The order did not show in our system the two forms of payment therefore, the credit card was charged. We have been able to work with the customer to credit the card used for the online order and apply the gift card.

At this time the matter has been resolved. If customer would need further assistance he is asked to contact Dick's Sporting Goods Customer Service at ###-###-####.

Thank you and best regards,

Dick's Sporting Goods

Review: I called Dick's Sporting Goods in June 2013, to see if a technician could come out to our home to look at our SOLE treadmill which would start and then stop all of a sudden with an "LS1 Error" message on the screen. They informed me that our warranty was still valid for parts, but no longer for the labor and referred me to a company called NIU ("new") who handles their warranty for SOLE treadmills. I called NIU ([redacted]) and explained the issues I was having which is the second time this has occurred with our treadmill and they said they would send a replacement part to our home address and that a technician would call to install to set up a time to install the part. I never received the part, as they sent it to our old address in the same town, but I did receive a call from a male who said was the technician and that he knew what the issue was based upon my description and the first part that was replaced and for me to call him back when the part arrived.I never received the part so I called NIU a few weeks later and they indicated that they would have to send a new part to our current address. The part never arrived and when I called them back a few weeks later they informed me on 8/8/13, that they were going to replace the entire treadmill and to expect a call from a company who would replace it. I never received a call and when I called back they said they were not going to replace the treadmill and that they would mail the part to the technician who would call me to set up a time to replace the part. A few weeks later I called to check on the status and they informed me the part had been shipped to the technician. I called a week later on 8/23/13, to check on the status and they called the technician who claimed he has yet to receive the part. I asked them to call my by the end of the business day on 8/26/13, with an update or I would take the issue to the Revdex.com and I never heard back from them. Product_Or_Service: SOLE TreadmillDesired Settlement: Replacement I would like to have our SOLE treadmill replaced with a comparable model, with a new warranty for parts and labor.

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 Mr. [redacted] may have experienced related to his SOLE F80 treadmill recently. We understand the importance of timeliness and professionalism of having a customer's product serviced either under the active Manufacturer’s warranty or for those customers who purchased the additional No Sweat service plan prior to expiration.

Please note: NEW (an Asurian company), is the warranty administrator of this service plan that Mr. [redacted] purchased back on January 22, 2011. NEW shares the same intent of providing a seamless experience, which enhances the customer’s purchase and usage of their products over time. The phone number provided in this complaint is not the toll free number for NEW, which is located within the terms and conditions of the brochure provided at the time of purchase. I will have a representative from NEW contact the customer and ensure he receives parts and/or service under the active contract. Regrettably, Mr. [redacted]’s request for a replacement model treadmill will not be extended however; he has our commitment that his contract under the service plan will be provided to him through NEW.

It is our hope that Mr. [redacted] continues to make DICK’S Sporting Goods the destination for his fitness, athletic and outdoor destination. If Mr. [redacted] has any other questions or concerns, he may contact our Customer Service team at [redacted].

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

DICK’S Sporting Goods

345 Court Street

Coraopolis, PA 15108

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 due to the warranty protection company agreeing to reimburse us for the cost of our treadmill. I received a gift card in the mail on 9/10/13, in the amount to cover our initial purchase. I am satisfied that someone has honored our warranty agreement.

Review: Merchandise purchased 9/22 was damaged in shipping and was returned to Dicks Sporting Goods although it took two calls to Dicks to get them to send Return label.Merchandise was returned but no refund has been issued despite 2 phone calls to Customer Service - was told each time that credit would be issues "within 7 to 14 days". Credit should have been issued as soon as merchandise had been returned. Another call today to the company got the same response - even though they had received returned merchandise, the customer service rep said she could not issue the credit and that it would take "7 to 14 days". Totally unreliable company and service. Refund due is $88.94Desired Settlement: Refund

Business

Response:

Dear Revdex.com,

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 the customer may have experienced related to the online order.

DICK’S Sporting Goods is committed to ensuring a positive and friendly online shopping experience and we would like to apologize for any frustration associated with the issues associated with the order. Please know that DICKSSportingGoods.com will continue to look for ways in which we can improve and streamline these processes with the manufacturers when there is a vendor direct shipments.

In reviewing this order information, the following information was provided by DicksSportingGoods.com and our office was able to determine that a credit in full has been issued to the customer at this time.

Order Placed : 9.2.13

Items: Sku 11706725

Quantity: 2

The items shipped with separate tracking.

The first item was delivered 9.27.13. The customer called in on 9.30.13 to advise that she wanted to return the item. DicksSportingGoods.com processed a prepaid return for the customer same day which would have delivered to her e-mail address that was used on the initial order.

The second item delivered 10.2.2013. The customer called DicksSportingGoods.com on 10.5.2013 and advised that the item was damaged and she needed to return.

The customer advised at that time that she did not receive the original return from 9.30.2013. DicksSportingGoods.com processed a second prepaid return label which was sent to the e-mail address on record for the order.

On 10.28.2013 the customer called in inquiring about the refund credit. The tracking for the item did not show it had returned to our warehouse however an early credit was issued for the customer as a courtesy DicksSportingGoods.com could see that the package was shipped by the customer and was in transit back to warehouse scheduled to deliver on 11.2.2013.

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

The customer may contact our Customer Service team if we can be of assistance at ###-###-####.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service