Dick's Sporting Goods Inc

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: 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 Patroits jersey online at Dicks Sporting Goods on 12-19-2014. On the web site it stated if product is not received by Christmas the item will be FREE. The item was ordered and stated in stock. The UPC reference number was given and I tracked the package daily. The package was delivered on 12-24-14 but to my surprise a womens baseball hat was in package with a bill charged to my debit card in amount of $106.25. The invoice stated a jersey was sent. I called and was told they would credit my account for amount of $106.25. I stated the website said if item not shipped by 11-25-14 then it's free! A manager told me if the jersey was in stock then it would be sent at no charge. The item was back ordered. I requested a gift card in amount of $100 which was the cost of the item I ordered. They denied my request. How can they advertise you are guarantee the item by Christmas, I ordered the item and it stated in stock, I tracked the item daily. When it arrives the correct item was not sent. I'm only requesting that back there guarantee! Since they sold too many jerseys they do not want to replace the back ordered item with a gift card for the exact same amount. It ruined a major Christmas gift.Desired Settlement: A gift card to cover the guarantee the item would be sent free. The request is for $100 the cost of item they guaranteed delivered by 12-25-14 or item is free.

Business

Response:

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

Review: I purchased a $100.00 gift certificate on Dec. 8th 2015. It was advertised on Tv there would be a $20.00 certificate back. I told the clerk this during the purchase. He said I would receive it in January 2016. I have talked to 5 different people and been on the phone for hours. They had to put the points on. (this was the 4th person I talked to) and was told I would not receive the 20.00 until sometime in Feb. This will not allow me to purchase what I was going to in Jan and allow me to add enough points for another 10.oo certificate. A manager from the home office (Dawn) said she was going to call me back. she did not until I called again. It should not take an hour to call someone back. If Dick's Sporting goods cannot do better than this they should find someone else to run their business. This is very poor. Dawn finally called me back and said she could not do anything. Poor businessDesired Settlement: I want my $20.00 credit in January as promised

Business

Response:

Dear Revdex.com,

For the purpose of clarification, the "Earn $20 back in rewards with a total gift card purchase of $100 or more" promotion was valid from November 29, 2015 through December 5, 2015. In reviewing Ms. [redacted]'s loyalty account, her $100 gift card purchase was made on December 8, 2015. However, our records indicate that Ms. [redacted] already contacted our offices and as a one-time courtesy, 600 points (equates to a $20 reward) were already added to her loyalty account.

It is important to note that we do disclose to our loyalty account holders, that our rewards are only processed once a month. So if a customer qualifies for a Reward the day after we process a Rewards cycle, it could be up to 30 days before their Reward is available to redeem online and 50 days before they receive it in the mail.

If a customer has opted to receive their Rewards via mail, they will receive it within approximately 50 days of qualifying.

If a customer is signed up for eRewards, they will receive their Rewards via email within approximately 30 days of qualifying.

A customer can also print their available Rewards by logging in to MyScoreCardAccount.com and clicking "View Rewards" under "My Account."

Lastly, a customer can see when their points convert into a Reward by logging in to MyScoreCardAccount.com and visiting the "My Points" section under "My Account."

Thank you,DICK'S Sporting Goods

Consumer

Response:

If this was only good until the 5th of December they should not still be advertising this on television on the 8th. I checked with the sales person before I purchased the gift certificate. The points have been added to my account after talking to 5 different people but will not be available until Feburary 2016.

Review: Last year I purchased a range finder on Black Friday through Dick's Sporting Goods online with a large discount on the product. A week later they emailed me saying that the order could not be fulfilled. I was upset that they sold me an item that wasn't actually available because I could have purchased the same product through a different website on Black Friday for just as good of a sale. When I called back Dick's Sporting Goods offered me 15% off, free shipping and a $50 credit on my account to make up a portion of the deal that I was supposed to receive. Today I called Dick's Sporting Goods to use the $50 credit on my account and she said it was no where to be found. They messed up the order last year, tried to make up a portion of the sale that I lost out on, and then never followed through with the credit I was promised. I would like the $50 credit that I was promised last year!! If they don't follow through as promised I will never shop there again. Poor management!Desired Settlement: I would like the $50 credit that was promised to be on my account last fall.

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 attempt to purchase a Black Friday special on a product, which resulted in an order cancellation. 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 Ms. [redacted] experienced last year. With so much interest in these very special events, product can go quickly in some cases.

In reviewing Ms. [redacted]’s account, our office did locate her order in which she placed on 12.6.12 for $179.99 and this transaction was discounted the 15% and was shipped free. In an effort to attempt to secure a customer’s satisfaction, it is customary to issue between a 10-15% discount of the next order and free shipping. These promotional codes are emailed to the customer unless the customer calls in at which time the promotional offers are issued during that transaction.

However, we show no record of offering Ms. [redacted] an additional $50 ‘credit’ offer. All offers are presented to customers in the form of a discount code which is sent by email and it would be unusual to issue multiple discounts with a free ship offer.

We would encourage Ms. [redacted] to review her email correspondences from this exchange so we can further research her request and ask that she send the email information to [redacted] attention Customer Service Manager for further review and assistance. Someone will gladly reach out to Ms. [redacted] once we have the email confirmation of this additional ‘credit’ offer to further assist her.

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

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

Review: I went to a Dick's on 20 October 2013 in Okemos, MI looking for a specific dog training collar that, according to the Dick's website, appeared to be carried in their stores. The particular item I was looking for was not carried in the Okemos location, OR the Mt. Pleasant location I checked later in the day. I was told they could order it and have it shipped to my house in five to ten business days. So I placed the order in the store, Order Number [redacted]. A few hours after I placed the order I did find the exact item in stock at another retailer, so I called to cancel my order with Dick's the same day it was made. The customer service representative I spoke with placed a "request" to cancel my order, then told me there was no "guarantee" the order would be cancelled and to check back tomorrow to see if the request was granted. I was again told there was a request for cancellation in, but it had not been granted and that it takes some time to cancel the order once it is "in the system". Not sure what any of this means, they can put an order in "the system" within minutes of making it, but somehow can't remove it the same day. If I receive this item I have to drive three hours to the Dick's nearest to me to return the item, then it is questionable whether I will get a credit card refund or an in store credit.Desired Settlement: I WANT DICK'S TO SIMPLY CANCEL MY ORDER, AND REFUND MY CERDIT CARD!

Business

Response:

Reference Mr. [redacted]

DICK’S Sporting Goods is committed to ensuring a positive customer experience. We regret to hear of Mr. Bunker’s complaint regarding the Garmin dog training devise and collar which is featured online and not in our retail stores.

For the purpose of clarification, DICK’SSportingGoods.com does not make any claim or representation that Item Number: 23441666- Garmin Delta Dog Training Devices, $199.99 is available in the retail stores nor does this product have a ‘purchase and pick up in the stores’ option.

While not all products are available in our retail stores, we do strive to provide customer information and a help section for both online and retail store locations in which a customer may contact customer service to ask questions about product, availability and ordering prior to a store visit or placing an order should a consumer wish to confirm such information prior to a transaction.

In addition, in an effort to process an online order with the manufacturers, a window of 30-60 minutes is available, in which an order can be modified or canceled. We understand this may cause an inconvenience to some customers who wish to make changes beyond this window of opportunity, which is why our online agents attempt to cancel an order to the best of their ability once an order has been confirmed and forwarded for processing.

Mr. Bunker may either refuse delivery so the item is returned and a credit be issued to his credit card, or he may contact customer service and request a return label to have the product returned and a credit issued to him if returning to the retail store is inconvenient.

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:

The statement made by Dick's Sporting Goods in regard to the ability to cancel the order within the 30 to 60 minute window. Immediately after I placed the order another person in the store with me reminded me of another sporting goods store we could check to see if they had the collar. I asked the clerk minutes after the order was placed if I could cancel the order, and he told me it was too late. I also spoke with the store manager at the time and was told the same thing, but I could return it unopened to the store for a full refund to my credit card. I informed the manager I live four hours away from the store, and I was told I could call the customer service number on the sales receipt, but I was not told there was a time limit in which to do so.

I did call customer service at least 24 HOURS BEFORE the order was shipped. They can make the order firm on a Sunday morning, but cannot cancel it on a Sunday 24 hours BEFORE it was shipped.

Bottom line is this complaint.

Additionally, there is ABSOLUTELY NOTHING on Dick's website that indicates this item is available as an online purchase only, and I was only told in the store that they (the store) does not stock that item, but they can order it for me.

I see no reason to close this complaint until they take the order back, and fully reimburse my credit card for the product, all shipping, and taxes.

Regards,

Review: The site advertised a shoe at the price of $59.97, but when you went to the site the shoe was actually $144.99Desired Settlement: The website is inaccurate, plus the customer service folks gave an email address which came back undeliverable not once but twice. The phone customer service person was also not helpful.

Business

Response:

We sincerely regret to hear of Ms. [redacted]’s complaint regarding her online experience.

In order to review the concerns made by Ms. [redacted], we would need additional information regarding the website(s) and shoe(s) being viewed. Please provide the additional details as requested and we will be happy to provide clarification regarding this matter.

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:

I sent the documentation with my 1st message. I searched on google shopping and the circled the issue. I have attached it.

I also sent it to their 2 customer service emails I was given during my call and chat with their associates. But they both came back undeliverable.

Regards,

Brandi [redacted]

Business

Response:

Dear Revdex.com,

DICK'S Sporting Goods regrets any typographical error, for the 'referenced price' on www.google.com for the ASICS Women’s GEL-Nimbus running shoes. We make no representation as to the completeness, accuracy or currency of any information on the Site, www.google.com. Products or services included on this Site may be unavailable, may have different attributes than those listed, or may carry a different price than what is stated on the Site.

For the purpose of clarification, the following terms and conditions are also disclosed on DICKSSportinGoods.com:

· “Products, pricing, promotions, exclusions and availability may vary between in-store and on-line, and they are each subject to change without notice.”

· “In the event of a pricing error, we reserve the right to cancel any orders relating to such pricing error(s).”

Please note that in reviewing our website, the ASICS Women’s GEL-Nimbus running shoe is clearly advertised for $144.99.

We appreciate this customer bringing her concerns to this office.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

Review: I visited a Dick's Sporting Goods on August 31, 2014 trying to purchase my son a pair of football cleats in a size 10 1/2. I was told by the store manager [redacted] I couldn't purchase the shoes because they were the stores display. And they needed to be able to display to customers what shoes they have available. I then proceeded to ask if he was able to pull a shoe from the back to place in the display so I could purchase the shoe I needed. He proceeded to tell me that wasn't an option. Even though one of the store employees told me that had a shoe in the back a size 9 that they only had one shoe of because the mate was missing. I've been shopping in your store for the last 10 years for my son who plays football and basketball. And have never received the type of service I received on Sunday. I just wanted to let someone know I'm very dissatisfied and because of this experience I will not shop your establishment again. I let [redacted] know I would be filing a complaint the number he provided me is ###-###-#### when called I advised it's to the IT Service desk. This is unacceptable and I will be moving up in the chain of command until this issue is resolved.Desired Settlement: I want this issue addressed.

Business

Response:

9/10/2014

Revdex.com # 10203096

Dear Revdex.com,

Dick's Sporting Goods is committed to ensuring a positive customer experience. We regret to hear of Ms. XXXXX's complaint regarding her visit on August 31, 2014 to our store.

We certainly strive to provide a passionate sales staff and management team that is eager to assist customers. We are disappointed to hear that the manager and staff were unable to deliver on getting Ms.XXXX the football cleats for her son. In the event the display is not able to be sold, we certainly have options to locate another store that may have the same style and size cleat you are looking to purchase. Our staff should have also checked the availability online so an order could be placed if the store ran out of inventory.

Please be assured that we have filed your complaint and shared this information with the appropriate parties. Your direct feedback has allowed us the opportunity to investigate your situation and make any necessary improvements at the store level. Corporate Customer Service is available Monday - Friday from 8:00 a.m. to 6:00 p.m. We are uncertain why the store provided the toll free number to our IT Service Desk but it may be due to our Customer Service office being closed on Sunday August 31, 2014. We apologize you were given inaccurate information.

We encourage Ms. XXXXX to contact our Corporate Customer Service Team at 1-866-677-4771 so we can help locate a pair of football cleats in her son's size. We regret any misunderstanding or inconvenience regarding this situation on behalf of Dick's Sporting Goods.

Sincerely,

Dick's Sporting Goods Customer Service

Review: Dick's Sporting Goods is advertising a 10% discount on their website when you sign up for their newsletter and promotional emails. I followed all instructions in the email I received including clicking the link contained within the email. However, the discount was never applied. I tried purchasing several different item combinations with no success.Desired Settlement: I would like them to provide the 10% discount coupon as advertised.

Business

Response:

Dear Revdex.com,

In reviewing this matter, our office was able to determine that Mr. [redacted] corresponded with both our online customer service team as well as our corporate customer service team on October 27. Mr. [redacted] did receive the 10% promotional offer via email, but he was attempting to redeem it on items that were excluded. Our list of exclusions can be accessed on our website by selecting the link called “Promo Exclusions.” This link was provided to Mr. [redacted] and it was explained that certain brands are very competitive and do not allow licensed retailers of their merchandise to discount their products. We carry their products under the agreement that we will not sell their merchandise at a discount.

We regret any misunderstanding or disappointment regarding the terms and conditions of our promotional offer.

Thank you and best regards,

DICK’S Sporting Goods

Review: Dicks sporting goods has sent out several emails with "20 dollars off of a 100 dollar purchase" offer. One email even said "no tricks, just treats". The email goes on to state it "excludes PING products". In the fine print there is a link to "other exclusions". A MUCH LARGER button states "SHOP NOW" and links to the shopping part of the website. After shopping I could not get the discount to apply. I called customer service and was told to click on the link for exclusions. Much to my surprise, almost every brand DICKS carries is listed. This is ridiculous - thanks for wasting my time DICKS. The list is as follows: anon asics atlas babolat Bauer / nike hockey BEATS BY DR. DRE benchmade big agnes billabong bionic brine brooks burton callaway golf ccm Cobra Columbia cuddeback Dahon deckers outdoor corp decente diamondback dwindle distribution ecco element skateboards ENELL escalade eureka eyeking fishpond FITBIT footjoy garming-loomis gita sports ltd goaliath goalrilla gopro gregory head hornady humminbird hurley ion jetboil Jordan k2 kettler korkers leatherman Leupold lifetime livestrong lowrance MARMOT MAUI JIM MERRELL minn kota mizuno MSR navico nirve North Face NXe Oakley odyssey old town o'neill Patagonia ping polar powerblock prana prince quiksilver raymarine red Redfield Redington reebok ccm / reebok hockey rollerblade ross reels roxy salomon saucony schutt sports scientific anglers scott sea to summit shimano simms sorel spyder st. croix rods strider strike master STX sun mountain Swarovski taylormade temple fork outfitters tenpoint the north face therm a rest thule timberland tippmann titleist tubbs ugg Australia under armour us army van staal volcom warrior wilson sporting goods yakima y volution zeiss. Are you freaking kidding me?? This is crazy, and is very misleading. No tricks, just treats, huh. Whatever!!Desired Settlement: DICKS will need to assure the Revdex.com of the following: 1)DICKS will immediately cease this misleading advertising 2)DICKS will display the entire exclusion list in a CLEARLY VISIBLE manner in all future emails 3)DICKS will send out apology emails to all customers victimized by this advertising scam 4)DICKS will send out $100 gift certificates to all customers that were affected by this nefarious email scam. I thank the Revdex.com for their help with this matter.

Business

Response:

Dear Revdex.com,

DICK’S Sporting Goods is committed to ensuring a positive and friendly online shopping experience. We would like to apologize for any disappointment that Mr. [redacted] may have experienced related to our $20 off a $100 purchase offer. This offer was limited to some exclusions, as with any promotion. With so much interest in these very special promotional events, our site makes every effort to provide the applicable promotional offer with eligible products.

In addition, our exclusions can be viewed at any time by clicking the link “Promo Exclusions,” which is located at the bottom of our website. These excluded brands are very competitive and do not allow licensed retailers of their merchandise to discount their products. We carry their products under the agreement that we will not sell their merchandise at a discount.

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

Thank you and best regards,

DICK'S Sporting Goods

Review: Placed an order on 1/20. Guaranteed to have delivery by 1/29. Received 2 emAils stating order was submitted and processed. Today 1/26, I called to check on delivery status and they tell me it hasn't left and will not make it by 2/1. Upon contacting a supervisor, all I was told was how sorry they are and would file a claim on the delay. I am to allow them 2 business days for them to look into my order. SERIOUSLY?Desired Settlement: I want my order, as they stated. Delivery by 1/29

Business

Response:

Dear Revdex.com, In reviewing this matter, we do show that the order was delivered on Friday, January 30, 2015. Due to the frustration on the customer's part, appeasements were offered. Thank you and best regards, DICK'S Sporting Goods

Review: I made a purchase on 11/26/2015 at the appleton store that was more than 150.00. First, they forgot to take off the 20.00 coupon and they also forgot to remove the security tags on an item. I had to return to the store on black Friday (at their insistence) to receive the 20.00 coupon adjustment. They would not allow it to wait.

Part of their promotion was that I was to receive a 20.00 coupon for a future 100 purchase. I went to utilize that earned coupon and the items that I purchased were Gerry Brand (they were NOT listed as excluded on the website) so the customer service person told me that "oops" they should be excluded but they would go ahead and honor the credit as soon as they shipped the items to me and advised me to go ahead and place my order. Which? I did in good faith on 12/2/2015. I have not been issued the 20.00 credit after numerous attempts at trying to get answers. I have the transcripts and they keep telling me that they are "working" on it. They are rude now and refuse to just finish this transaction.Desired Settlement: I just want the 20.00 credit issued to my visa card, as was agreed to by their customer service person on a chat. I want it done in a timely fashion. I do not know where else to go for resolution.

Business

Response:

Dear Revdex.com,

DICK'S Sporting Goods is committed to ensuring a positive and friendly online shopping experience and we want to take this opportunity to apologize for any delays in processing her credit. We have reached out and reassured Ms. [redacted] that her $20.00 credit has been reversed on the gift card and processed to the VISA also used on the order.

Thank you and best regards, DICK'S Sporting Goods

Review: I purchased a Razor A5 Lux Kick Scooter from Dicks. They had none in the store so they did it online.I bought 12/19/2015. I had the coupon order by 12/20/2015 guaranteed by Christmas Eve or its Free. 12/24/2015 package was sitting in denver co at the UPS. I did not receive product until 12/29/2015. I could have ordered from Amazon and get the product in 2 days. However I trusted Dicks. It was longer but was told I would have for my special needs son .. from Santa.. by Christmas Eve. I called customer service as I was told to by Longmont Dicks store on 12/26/2015. Was told I would have an answer by the 4th of January. still not a word so I sent a complaint by email on January 4th 2016 and still no response.Desired Settlement: They advertised it .. they should live up to their word. how many others did they do this to.. Yes I think they should refund what they charged me. I have the paper that states free ..I wish someone could have seen this childs face Christmas morning

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 disappointment that Ms. [redacted]'s may have experienced, as we understand our customer's urgency to have their gift selections shipped on time and without issue. However, our "Guaranteed To Get There" (GTGT) promotion was limited to some exclusions and terms and conditions. Regretfully, Ms. [redacted]'s order did not meet the requirements. The Razor A5 Lux Kick Scooter was not designated as a qualifying GTGT item.

Again, we regret and misunderstanding or inconvenience regarding our GTGT promotion.

Thank you and best regards, DICK'S Sporting Goods

Review: I purchased a $150 pair of Nike Rouche shoes from Dick's in August of 2015. I wear them indoors only to run about 4 times a week. About 3 weeks ago the material started to tear where my big toe is and now there is a hole. I have never had an issue with a Nike product. I brought them to the store and called corporate and no one will help me with an exchange or return. The agents are rude and unwilling to help. The shoes still look brand new and all I want to do is exchange or get a store credit.Desired Settlement: I would like to return these and get a store credit to purchase new ones

Business

Response:

Dear Revdex.com,It is always DICK’S Sporting Goods goal to ensure our customer’s satisfaction. Please know that we regret any inconvenience or disappointment that Ms. [redacted] may have experienced related to her NIKE footwear purchase. We understand the importance of a product meeting the needs of the customers’ expectations for performance and/or durability. DICK’S Sporting Goods always attempts to accommodate a customer with their product concerns through an exchange or return within our 90-day return policy. Beyond the return policy (as with Ms. [redacted]'s used footwear), if a customer has a concern with their product, they may work through the manufacturer to determine if there is a defect in materials or workmanship or an issue associated with accidental damage. NIKE Customer Service[redacted] Thank you and best regards, DICK'S Sporting Goods

Review: I have contacted customer service many, MANY times about returns. I have chat transcripts and proof of confirmation of rec'd returns. The company REFUSES to give me the refund due to me in their contact via online "returns" and per chat transcripts with customer service reps and SEVERAL emails. I am due a total of $129.43. $112.48 for returned merchandise and $16.95 for postage PROMISED for a total of 129.43 assured to me per chat and email.Desired Settlement: I am due $129.43 for returned merchandise and postage promised by customer service and a supervisor. I have proof via online chat transcripts and emails. The number I have given on my complaint form is my mother's because the fill in box would not accept our overseas number. We are military and stationed overseas. My number is [redacted] (home) or [redacted]. Please call my home phone first, as calling my cell phone is about $4/min. If you can provide me with a direct number to contact (not toll free, they do not work internationally) I can call you. Thank you for your time and assistance in resolving this matter. God Bless

Business

Response:

Dear Revdex.com,DICK'S Sporting Goods is committed to ensuring a positive customer experience. We sincerely regret to hear of Ms. [redacted]'s concerns regarding two refunds for a recent online order. In reviewing the matter our office was able to see that on 2/26/16 two credits were issued back to the card on file for $56.24 each. These two credits together represent the refund of $112.48 Ms. [redacted] inquired about. On 3/12/16 three credits were issued back to the same card for $2.95, $5.00 and $9.00. These refunds together represent the $16.95 portion.We reached out to Ms. [redacted] on 3/15 via email and provided contact information so we could discuss her refunds. After not hearing back we reached out again via email on 3/18 with more detail and explaining how the funds were returned. Ms. [redacted] has our email and phone number if she has any additional concerns. 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

It has nice cashiers

Review: On 05/03/13 I bought 3 pieces of cardio equipment from Dicks, an elliptical, a treadmill and an upright bike. I did some research for a few months and found the brand I wanted based on needs and wants and discovered Dicks had the equipment! Well lets just say the problems with this transaction started before I even paid for this stuff! So let me start out by saying this equipment cost me $4,622.10 I saved 10% because I opened a Dicks credit card so technically I spent $5K on this stuff! Problem number 1, when checking out I noticed the warranties were $104 more in the store than online so I immediately said something but they assured me the prices were the same online and in the store, the cashier even checked real quick for me to make sure so I checked out thinking in the back of my mind just deal with it later. So after being in the store for over an hour for this transaction that clearly had everyone so excited that they could not function and speed this process up I finally made it home and I immediately check the online price of the warranties vs. in store price I was charged and of course I paid $104 more than I should have. I called Dicks asap and explained this to them and they told me there was nothing they could do about it and that the online store is ran by a 3rd party that they in the store have nothing to do with. So for a few days I called and complained and nothing then I called corporate a week later and complained and then I received my money back for the difference in the warranties, well sort of! I was sent a gift card for the $104 for warranties when I paid in debit/cash for this equipment! Problem number 2, I was told my 3 pieces of equipment would be delivered and set up on 05/09/13 and I was asked would this date work and I said yes. I was also told someone would call before coming out and the hours for delivery and assembly would be between 6pm and 10pm and I was asked would this be ok and I said yes. Well I didnt receive a call until 05/10/13 on that Friday at 7pm from the delivery and setup people asking me would Monday the 13th be ok for setup and delivery at 7:00pm so I said I guess since you havent come out yet and ask them how long does assembly take and they told me about 1 & hours. Problem number 3, Monday May 13th comes and 7pm rolls around and nothing, not a peep. The delivery setup people call at 7:58 saying that they have just loaded up the fitness equipment and are on their way over and ask for my address and directions, wow! They dont get to my house until about 8:21pm and when they pull up Im just blown away at what I see! They have delivered my equipment in a small SUV, a Saturn Vue, with a rubber ratched type strap to hold the items in with the hatch wide open! I was looking for a trailer type truck or even a cargo van to haul that stuff with Dicks name on the side or something. So they are just about 1 & hours late! They waste no time and start carrying boxes in and the female out of the two person team is complaining the whole time that she is dead tired and they have to be somewhere else out of town south of me and they have over a 2 hour drive ahead of them. During the assembly process I noticed that the female watched while the guy did all the unboxing and assembly but I tried to stay out of their way and let them do the job because I wanted them to feel comfortable, so as 9:45 is approaching they are not done & I get concerned because Its late & I have to be up for work in the morning at 5am to be exact! Finally 10:13 they tell me they are finished but they have good news and bad news! Problem number 4, the assemblers tell me bad news is the treadmill is not working at all and dont know why but good news is that the elliptical and upright bike are working. They inform me that they will let Dicks know and their company know and someone would be calling me the next day to come out and fix the treadmill well being that it is now 10:30 on a Monday night I sayDesired Settlement: Refund I would like to receive a full refund of my money back for the exact amount that shows on my receipt for purchased product, delivery, assembly and warranties! Also I would like to add that for all my troubles and the length of this issue at this point now approaching 8 months that was no fault of my own I give Dick's the option to include an apology letter to me and gift card for all my troubles out of the kindness of the companies heart!!

Business

Response:

Our office has worked with this customer to come to a satisfactory resolution. Thank you and best regards,

Review: I ordered web ID #[redacted] on 1/2/15 online, and paid for it in full with a visa gift card. On 1/6/15 I received an email saying the item was delayed, and on 1/9/15 I received an email saying the item was no longer in inventory, and money would be credited back to the gift card and/or refunded. I called the telephone provided, and spoke to a customer service rep. I told her that I no longer had the visa gift card. That it was not a reloadable card, and I disposed of the card once the funds ran out on it, because I no longer has use for it. I asked her could Dick's send my refund to me in form of check, since I no longer have the visa gift card. She put me on a 2 min hold, and came back and said they don't do that. I told her again if they credit the money back to the gift card I would not be able to get my money back, since I no longer have the card. She said her supervisor said for me to contact visa. I told her I couldn't contact visa, because the card was a gift, and I don't have the card number to even give them. She transferred me to the supervisor. I told the supervisor the same thing, and asked could they send my refund in a check, or else I will not be able to get my money given the circumstances. The supervisor told me no, and there's nothing else they Could do. I ask to speak to her supervisor, and she said there was no one else to talk to. I asked for her name and she said [redacted]. I asked for her last name, and she said they don't give out last names, but did give me her last initial of S. I told her I would be filing a complaint with the Revdex.com.Desired Settlement: I would like a check mailed to me for my refund.

Business

Response:

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

Review: 7 weeks ago (5/4/2014,) I purchased a basketball hoop for my 9 year old daughter that was on the floor and advertised openly at DSG. It became very clear quickly that this was not a product that they stocked nor knew how to obtain. After 2 visits they finally 'special ordered' it. I paid for the hoop and delivery at DSG Waterfront at that time (over $700). A month later, after multiple calls from me, I was finally able to set up a delivery date. After a 4 hours window and NO contact from 'Go configure', the company that DSG CHOSE to deliver the product, I finally got them to show up that evening following a 9a-1pm window. They then proceeded to take two hours to try to build but finally break the product. It then took 3 more weeks to get another hoop and get another data, again only after much time spent on hold with DSG and CoConfigure. One of these phone calls included being hung up on by a DSG employee when I insisted upon more information about the delivery and missing product. Once more, the delivery was a no-show, only to call at the end of the same 9a-1p window and say they would be there well outside the window, a time when I could not be there. It was rescheduled for the following day requiring me to leave work early. Not suprisingly, they have not shown nor called (june 16). Both companies have shown the most absurd amount of disrespect for a customer purchasing a relatively large item. To add insult to injury, they offer a discount but require me to drive all the way back to the store to receive it, refusing to merely credit my credit card.Desired Settlement: My daughter would really love this hoop and so I wish there were a way that DSG were capable of fulfilling the contract they have entered into with me. This does not appear to be possible. Therefore, I would like a refund without me having to drive anywhere as well as remuneration for my time. I am a surgeon who dedicates my time to my patients and family. The 12+ hours this has taken from my life is beyond belief.

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 in-ground basketball system and professional delivery and installation services.

Review: Dear Sirs, on Friday, July 18, 2014 we entered the Dick's Sporting Goods store in Town Mall and looked for a tent. We found one that was listed at $79.99 it was clearly marked as a 9 x 11 dome tent. When we got to the cahier he had to call for a price check and they told him it was $99.99! When we went back to the shelf to show him the price we had picket it up at it had been changed to $99! It was less than 5 minutes between when we picked up the tent off the shelf and when they changed the price! The new tag did not match any of the others in that area and was switched by the person who was asked for the price check (he was hanging around that area when we found the sudden price increase). This is an illegal practice and we will NEVER shop at Dicks again and will tell all our friends of their shady practices!!Desired Settlement: I would like Dicks to be made to pay in some fashion for this bait and switch practice! Whatever the law allows!

Business

Response:

Dear Revdex.com,

DICK’S Sporting Goods is committed to ensuring a positive customer experience. We regret to hear of Mr. [redacted]’s complaint regarding the pricing of the dome tent.

For the purpose of clarification, DICK’S Sporting Goods is committed to providing a well-merchandised, signed, clean and neat shopping experience where product is recovered and relocated to its specific location throughout the store hours of operation to the best of our ability. In the event that a consumer moves a product to another location, our shelving labels (which provide descriptions) and pricing stickers can assist a customer in determining the product price.

Occasionally, product is discovered by other 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.

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