Dick's Sporting Goods Inc

Review: I went into the store to purchase a scope for my fiance because the order wouldnt go through online. the manager at the store told me to buy $600 in gift cards and go back to sporting goods and they would bring up the online site and purchase it for me. I told them I had to have this by the 23rd because my fiance was being deployed on the 24th. they guarented it would be here the 23rd if I paid express shipping. so I did. this was on the 19th before 12PM and its not Monday the 22nd and the order hasnt shipped and estimated delivery is the 24th. I've spoke with 3 supervisors from the corp office and noting is being done. I feel completely cheated and used and lied too. Do they not respect our service men fighting for their country? I will never buy from Dicks again.Desired Settlement: I want a refund on my shipping cost and something to be done about my product not being here when was told it would be.

Business

Response:

1/7/2015Revdex.com Complaint # [redacted]Dear Revdex.com,We apologize for the delay in responding as we investigated Ms. XXXXX's complaint.We sincerely apologize to Ms. XXXXX that her order did not ship by the 23rd of December. It appears that the store miscommunicated the expectation that the order would arrive by Dec. 23, 2014 without knowing the online inventory, volume of demand and processing time. It is understood that Ms. XXXX paid for express shipping, however the order still has to go through a processing phase before it is packed and ready to ship. We did have a promotion for select items to be "Guaranteed to Get There" By Christmas. It looks like the order did ship on 12/24/2014 a day after she needed the merchandise.Our online team transferred the funds from the original gift cards to the store since we could not deliver the online purchase in the timeframe for the customer. We are truly sorry for the disappointment this holiday season.Sincerely,Dick's Sporting Goods

Review: We have a Christmas gift that was purchased at one of Dick's Sporting Goods retail stores. It is too small and we simply need a size exchange. Unfortunately we live over 100 miles from their nearest store. The online division will not allow us to exchange because it was purchased in store. The store won't accept exchanges by mail. It is not feasible to drive over 200 miles round trip to make a size exchange on a $30 item. So we were given no options by the company to accommodate our situation. They have received good money for the item and yet could care less about the customer on the other end. This is appalling, not to mention unethical.Desired Settlement: I would like Dick's Sporting Goods to amend their policy that consider the fact that purchases from their stores don't always end up locally. Either that, or they should have a full disclosure at the check-out stand in large print admitting that customers who receive items as gifts will be stuck with them with zero exchange or return options should they be physically unable to return to the store. A refund and an apology would be appropriate as well.

Business

Response:

It is always DICK’S Sporting Goods goal to ensure our customer’s satisfaction during the sale and return of products purchased at our retail store locations.

It is important to express DICK’S Sporting Goods regrets regarding any inconvenience or disappointment that Ms. [redacted] may have regarding our in-store return and exchange policy. Our retail stores are not able to receive returns and issue refunds by check or cash through the mail.

Regrettably, our online returns center for online processed orders does not have the systems or sales records to process a refund that originated in a retail store, which is typical in the retail industry.

However, if Ms. [redacted] has the original sales or holiday gift receipt, we can attempt to deviate from our return policy if she contacts our Corporate Customer Service Manager, Jean at ###-###-#### to discuss how we may try to assist her. Another option would be for Ms. [redacted] to contact the original purchaser to help her with a return or exchange through their local store.

DICK’S Sporting Goods is committed to ensuring a positive and friendly shopping experience and we hope we have provided at least two suitable solutions for Ms. [redacted] to consider.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service