Dick's Sporting Goods Inc

Review: I Purchased a "NEW" firearm in November of 2015 for black Friday. After my 10 day waiting period I went to pick up my firearm and it was damaged, it looked as if the firearm had gone through a war when I came to pick it up. I explained to them that it was damaged and I had already paid for it, since it was already registered in my name they refused to refund me. They did agree to get it repaired. They gave me an estimate repair time of 2 weeks. I have now waited 7 months. They will not give me my money or gun. They Scammed me out of my money and every time I call I speak to a manager named Julian who is very rude. This is the worst experience I have ever had in a cooperate store!Desired Settlement: I would Like a full refund and a reimbursement for wasting my time! I do not want store credit because they are thieves and I don't do business with shady companies.

Review: I ordered a customized jersey. The next day After learning the jersey I ordered was too small I then called to have the order canceled. I was informed it would take 24-48 hours to process to cancelation then I should receive a confirmation of

The order being canceled. A few days later I ordered the correct product I needed since dicks did not have it. I never any news of the order not being able

To be cancelled. Today I recieved an

Email that the order I canceled was still just shipped and that I will

Be charged $120.00. I called the customer service

Line then was notified by Amanda that the

Order could not be cancelled. she also informed me that she could see that I tried to cancel the order and that since the product is a customer jersey that I will not be able to get my money back.Desired Settlement: I want the money back that I was wrongfully charged plus $35 for the no sufficient funds fee I was charged by my bank.

Business

Response:

We truly apologize for the inconvenience Mr. XXXX experience with his order. Our records indicate that the customer placed the order on 5/21/2016 at 3:02 AM. At 8:07 AM on 5/22/2016 customer called in to cancel the order. We offer a 30 minute remorse period where the customer and our service team can cancel orders. Once this timeframe has passed the order begins the order processing phase and is not able to be canceled. We advise the customer that we can make efforts to locate the order and if not in the processing phase may have a small window of opportunity to cancel but it is never a guarantee. Unfortunately, this was being fulfilled directly by our vendor and could not be canceled once the remorse period passed. The order shipped on 5/27/2016 and customer was charged for the order placed, $127.20.5/27/2016 customer contacted Customer Service and was offered 20% off his next purchase with us due to the frustrating experience. The customer is also able to do a free return if he does not want his order.5/28/2016 customer emailed his continued frustration with the order process and the level of service he received regarding the misinformation on the cancelation request and checking the order status. Our Supervisory team contacted the customer on 5/31 and offered an additional $36 appeasement which was accepted.We have documented all of Mr. XXXX complaints regarding this order and will certainly use this feedback as a coaching opportunity for our customer service team.Sincerely,Dick's Sporting Goods

Review: I order a weight lifting bench from dicks sporting goods online because didn't have in store on 4/8/16 order #[redacted]. Took dicks until 4/22/16 to deliver me home in which they already took funds out of my account like 3 days after I ordered . On Saturday 4/23/16 I started assemble the gym almost 75% complete notice parts were missing..So I called twice and spoke with two differents representative the first told me someone would contact me back in 24 hours via email which never happen.On 4/24/16 I called again and talk representative tony employee id #[redacted] was very rude to me said that more likely have return item explained to him that almost 75% completed and as a consumer a paying customer I would expect from delayed time in which I ordered that everything would be in box complete he stated his company is not responsible explained I paid your company and bought from your company so that does make you responsible as a customer I should not be do leg work of contact company made bench for parts this is big inconvience as customer..Desired Settlement: I would like the proper parts I need to complete gym dicks sporting goods sold me and also a gift card or store credit for such poor customer service and time inconvience on my part ..I order this on 4/8/19 and still don't have working gym as of 4/24/16

Business

Response:

Dear Revdex.com, We regret to hear of Mr. XXXXX's frustration with his purchase and that it was missing parts. At this point, the parts that were reshipped to the customer were out for delivery on 5/9. We attempted to follow up with Mr. XXXXX after the delivery to ensure satisfaction but were not able to connect. If the matter is still unresolved Mr. XXXXX is welcome to reach out to us at [redacted] and we will be happy to assist. Sincerely, Dick's Sporting Goods

Consumer

Response:

I did a phone order on 08/31/2016, the associated on the phone told me that if I overnight the package then it would be there the next day on 09/01/2016. The package still has not left the warehouse on 09/01/2016 at 4:00 PM. I have called and spoke with 4 different customer service reps. and 1 supervisor all said that they have 2-3 days of warehouse before shipping and did not care if I was told something different. This seems to be Dicks common practice.

Review: Well I bought a pair of shoes, which tore up in 2 months.

contacted company said to return shoes then refund would be sent to my bank.

they emailed me a return label for UPS, I contacted them and told them I have no way of getting to a UPS office. so they said they would send a flex label in the mail.

we are now into week 2 of this mess.

Finally got the label, caleed Dicks to make sure it was the correct label they said yes.

Boxed up the shoes walked 2 miles to the Post Office, and the PostMaster said that was a UPS lable only,

Called the stupid customer service people at Dicks, argues with the lady for 15 mins.

Then she said a refund would be done within in 24 hours. well I am still waiting for my refund.

Now they are saying that they have some interchange Number and I should call the bank , it is out of Dicks hands.

Well I called the bank, this morning and they have no record of the interchange number, and the refund is not even showing pending,

I since have had to buy a new pair of shoes elsewhere.

I want my [redacted] moneyDesired Settlement: my refund within 24 hours and since I have had to buy shoes elsewhere they need to send me a check for the cost of my skecthers go walks which were 39.00 so 31.43 refund ASAP and the 40.00 for the new shoes so lets round it to72.00. that is how it can be resolved

Business

Response:

Dear Revdex.com,

Prior to a couple of years ago, I believe that I had only stepped foot in a DSG store once. I thought that the prices were a bit high so I never even thought of returning until one day I just happened to have had some time and decided to see what the store had to offer. I discovered a sale and was even informed of a rewards program. Not the best program, but I later discovered that coupons are sent out and that was a selling point.
At any given time, when I happened to have some spare time, I would visit one of your stores to see if there was anything on sale that I desired to purchase either in the store or online. There have been many instances where I purchased hundreds of dollars of merchandise impusively. Some of it worked out, some of it didn't. What I was really impressed with was the efficiency of the no hassel returns. I was even more impressed with the ability of your system to find a purchase using my rewards card, if I did not have my receipt.
The weekend after mother's day, I had just thought of how much I really appreciated the no hassle returns because I had purchased some merchandise that did not work out and it did not take forever and a day to process the returns. However, I was a bit annoyed the following week after I had impulsively purchased several items via several transactions of which most of them did not work out. When I returned to one of your stores to return some merchandise, a print out indicated a return warning. The manager was not even aware of what was going on as he had never seen that.
As it turns out, I discovered that I would not be able to return any merchandise for 60 days or something like that. That pissed me off. As a result, I returned all of the merchandise that I had on my person that I was not sure that I wanted to keep to prevent any future inconvenience or annoyance. Fortunately, the manager did not make the matter any worse and overrode all of the denials as I was not willing to accept that my returns with a receipt and tags were going to be denied.
I later discovered a sign in one of the stores stating that even returns of merchandise with a receipt may be declined. There is no way I would ever purchase anything from a business that I cannot return if I do not want it. My merchandise is always intact with tags and proof of purchase. I understand that businesses have to protect themselves against loss and abuse, but this is not the way.
Apparently, DSG's return policy and I quote, "[redacted]'S Sporting Goods understands sometimes your purchase isn't a perfect fit—so we're happy to offer returns within 90 days of purchase" is no longer valid and DSG is falsely advertising a return policy that is no longer honored in the stores. You need to remove that statement from you website or find a better solution.
Management should be able to use some discretion as to whether or not a consumer is abusing the return policy not this incompetent retail equation, which apparently is not knowledgeable on how to implement that. This is really poor programming...unimpressed. DSG has lost a customer with this new policy.

Review: I placed and order with Dicks Sporting Goods online Monday June 20th at 7:50PM. When I placed the order it said shipping would be 3 to 6 business days. I received an email confirmation for my order# [redacted] and in the email it clearly states 3 to 6 business for shipping. Its now June 30th and I still have not received my order. I have contacted Dicks Sporting Goods customer service with no luck on receiving my order. The one email I did receive back the rep said the shipping was 7 to 10 business days. But my email confirmation clearly states 3 to 6 business days.Desired Settlement: I would like to have my ordered over night delivery to me with a full refund applied to my credit card for this order. I feel this is justified for the time in effort I put into getting my order along with the false advertisement of delivery.

Business

Response:

Dear Revdex.com, We regret to hear of Mr. XXXXX's frustration with his online order for championship merchandise. We see in the order that it was shipped and he received the merchandise on 7/7, he also was provided with a credit of a little over 20% back on his form of purchase. If Mr. XXXXX has any additional concerns he can reach us at ###-###-####. Sincerely,Dick's Sporting Goods

Review: Tried to place a large order on May 30 2016 order was originally over $140 I didn't see the "take $20 of. $100 " added in my cart. Then I placed on order online and then tried to place another order for 3 hats and tried to use another coupon $10 off $50. Coupon didn't hve any exclusions on it. I called customer service after 1am and spoke to a make rep who was unconcerned about my coupon and order. He never asked for the coupon code to try to enter and place the order. He just said the items don't qualify. He couldn't even get the item # entered correctly. He didn't even try to place the prefer and enter my coupon. I got upset he was no help. I called back and got a female rep who did the same thing. She didn't offer to place the order. She didn't ask for coupon code or item numbers. She only said nike logo items aren't included. I'm upset I'm spending over $140 and can't get $20 nor $10 off $50. If Dicks does business this way, I'll stop shopping here for good. They need to honor coupons.Desired Settlement: I want both coupons taken off my total and credited back the $20 off and 10 off $50 and points added on my rewards card.

Business

Response:

Thank you for allowing us the opportunity to investigate and resolve this complaint. On 6/1/2016 our Customer Service Support Team contacted Ms. XXXX directly about this situation. Our customer service representative discussed the reason for the coupons not applying and offered an appeasement to refund the coupons as a courtesy. Ms. XXXX accepted and this matter has been closed. Sincerely, Dick's Sporting Goods

Review: I ordered a pair of soccer cleats that were on sale for $28 (normally $80) and (according to their website) in stock. Two days later they had not shipped yet therefore I placed a call to their customer service. I was told to find a comparable pair of cleats. After over 45 minutes of talking to a service member and an hour of searching their site, I found 4-5 comparable cleats. Upon checking web ID numbers none of which were in stock either. Their sales associate found some comparable cleats and after finally deciding on some I find out they are not going to price match, only give a discount, and the $80 cleats are going to cost me $65. Keep in mind, the money at this time has been taken out of my account now for 2 days, they got what I promised. Now they want me to pay more and not honor the sale price that I originally took advantage of.Desired Settlement: The fact the cleats were not in stock should not be my fault. Had they shown out of stock at the time I would of selected different ones in order to take advantage of that one day sale. It is my belief they should sell me an $80 pair of cleats for the $28 of mine they already have.

Review: On June 18, 2016 I purchased a Savage Axis 223 caliber rifle for $379.99 and a box of Field And Stream 223 caliber ammo (consisting of 12 20 cartridge boxes)for $119.99 which the sales person insured me was the correct ammo for that rifle. That ammo does not work in that rifle although other 223 caliber ammo does without a problem. The ammo I purchased is too hardened for the firing pin in my rifle to fire the cartridge, it results in what is called a light hit. At the firing range I traded one of those 20 cartridge boxes for another brand 223 and they worked with no problem. Contacted the store and a woman manager promised to help me but when I went to the store all she offered was a small discount on another purchase. She claimed she could not take back that dollar amount. I don't want to make another purchase I want to get what I paid for and was told was compatible. I will not shop there again and will advise friends to do the same unless my complaint and problem with the store is corrected.Desired Settlement: I would like to swap the remaining useless cartridges that I have with 223 caliber ammo that will work in my rifle.

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 concerns with our return policy for ammunition.We make every effort to ensure that our customers know that firearms and ammunition are final sale before making a purchase and post signs around each firearm counter and print the policy on each receipt as well. Given that the ammunition was opened, used and partially traded/given away, it cannot be returned to the store. The manager offered a % discount for his dissatisfaction and our offices extended him a partial refund on top of this offer as a good will gesture. We feel the policy was made clear and our store offered reasonable compensation for his dissatisfaction. If he should wish to speak with someone or accept this offer, he can reach our team on ###-###-####. Again, we regret any misunderstanding or inconvenience regarding this situation. Thank you and best regards, DICK'S Sporting Goods Customer Service

Consumer

Response:

An offer to buy more from Dicks is not acceptable. I wasted $120.00 buying ammo that does not work in the rifle a Dicks employee told me it would work. I will never shop there again and will advise anyone else that I know not to also.

Regards

Review: I shopped www.dickssportinggoods.com on 05-31-16. During my shopping it was advertised that if I spent $50 online with in store pick up, I would get $10 to use on my next online order. I spent the $50, and no $10 coupon was issued. I called customer service only to be told that I would not receive the $10 coupon (via email) until my order was actually picked up in the store. I picked my order and NO $10 coupon. There was a flash sale on an item I really wanted to use it on. I called customer service again, and was told this time, I would receive the $10 coupon via email by 06-17-16. Obviously, rendering it not use-able for the sale. Additionally, during my shopping experience, it was advertised that I would receive 10% off if I signed up an email account to get Dick's advertisements. I did so, and the 10% savings was not honored. When I called customer service I was told it would not be honored on "Sale" priced items. No place does it say that in the promotion. This seems like very dishonest marketing ploys to get the consumer to commit, then no return on the promised savings.Desired Settlement: I would like a 10% off credit on any item (with the exception of the exclusions clearly conveyed), and I would like to be able to purchase the flash sale item, at the flash sale price, being able to use the $10 credit that is owed me.

Business

Response:

Thank you for allowing us the opportunity to investigate this customer complaint. In regards to the Buy Online Pick Up In Store Promotion - the details are as follows and available at Dick's Sporting Goods.com by clicking on the promotion details icon "Earn $10 Dick's Cash Code when you spend $50 when you Buy Online Pick up In store". We are sorry to hear that the promotion wasn't clearly communicated when contacting our customer service team however, the details are posted on the site. In regards to the 10% off when signing up for emails - that is a separate email all customers should receive 24-48 hours after signing up and is to be used to place a future order. Exclusions do apply. We apologize for the inconvenience. How Promotion Works To participate, add the qualifying product to your cart! Earn a $10 Cash Code with Buy Online Pick Up in Store Purchase of $50 or More. Buy Online Pick Up in Store Order must Total $50 or more. Cash Card will not be earned until Order is Picked Up. Your Order must be placed by 11:59 PM EST on June 11, 2016 to earn code. Your code will not display in your cart and will be emailed to you between May 18 – June 17, 2016 This will depend on when your Order was Placed. Cannot be combined with any other promotional offer and it is not valid on previous purchases. How Cash Code Works Your code will only be redeemable online May 18, 2016 until June 25, 2016 at 11:59 PM (EST). You are limited to one DICK’S cash code per customer, per transaction. If you do not receive your code on or around designated date, please check your spam folder. For Cash Code details click “View Offer Types and Exclusions”and navigate to DICK’S Cash Thank you for notifying us of this complaint.Sincerely, Dick's Sporting Goods

Review: On 9-15-2016 I went on Dick's Sporting Goods website and found a firearm that I was interested in purchasing. The ad stated that the firearm was a Mossberg Patriot Bolt Action Rifle Package - Vortex Crossfire II 3-9x40 Scope. The ad also stated that I would only be able to purchase the firearm at the store @ [redacted] and they had them in stock. When I arrived at the store I spoke with a counter person and stated that I was interested in purchasing this particular firearm. They told me that I could get the firearm but it wouldn't come with that scope that it comes with a much cheaper model. He brought the "Lodge Manager" over to show him the on line ad and he also stated that it would not come with that scope. I told them I was not leaving the store without that scope on it. They switched the scope out and gave me $20 off the $150 price of that scope. So I have been emailing and talking with corporate back and forth. They have not resolved any of my issues to date. They told me to go to the store and ask what they have come up with to resolve this issue. So went to the store and spoke with the store manager. She said they would offer me a $50 gift card to make up for the difference. I told her it was un acceptable. She asked what I thought would be a fair price. I told just what I am due which is $130. She said if they did that it would like them giving me the scope for free. I old her it should of been included in the price of the package. So here I am today writing you to see what other recourse I may have. I have copies of all the sale ads from their website and all their emails that I have been back and forth with. I spoke with corporate customer service yesterday and he said he would call the store to see what is going on. Neither he or the store has contacted me.Desired Settlement: All I am asking for is a return of $130 to make up for what I shouldn't of had to pay extra for. If they would give it to me in a gift card that would be fine, which means I would have to spend it at a Dick's Sporting Goods store.

Business

Response:

Dear Revdex.com, We regret to hear of Mr. XXXXX's dissatisfaction with his scope purchase and the interactions following. We contacted Mr. XXXXX and reached a mutually agreeable resolution. If Mr. XXXXX has any additional questions he can reach us at ###-###-####. Sincerely, Dick's Sporting Goods

Review: Bought a "primed " volleyball goal net. Advertised as aluminum post was steel post. 5x7 foot with trainer. Put a magnet on it and it stuck to itDesired Settlement: Correction of description

Business

Response:

Dear Revdex.com, We regret to hear of Mr. XXXXX's frustration with the description on our packaging. After partnering with a few people at our office, we realized that the description online and on the box does say aluminum when the poles are made of steel. We will correct the issue on our website and on our boxes as we move forward in production. If Mr. XXXXX has any further questions he can reach us at ###-###-####. Sincerely, Dick's Sporting Goods

Review: I purchased a Goaliath 60 In-Ground Basketball Hoop from Dicks Sporting Goods plus installation and assembly. Total cost was $1154.59 and a Christmas present for my son. Dicks Sporting Goods subcontracts the stores installation and assembly of sporting goods (treadmills, exercise bikes, in-ground basketball hoops, etc.) with Go Configure. Go Configure charged me $362.00 for this installation and assembly.The installation process required that I sign two agreements. In the first document provided to me by Dicks Sporting Goods on behalf of Go Configure states, If you have an existing unit that needs to be ripped out before the installation of your new unit, the cost for that service is $35. The document goes on to state our standard install in digging into grass that exist next to or within 3 feet of the playing surface. The second agreement Dicks Sporting Goods had me sign on behalf of Go Configure concerns specific preparations and responsibilities the homeowner must complete. This agreement reiterates and specifies, If any additional services (i.e., concrete cut, asphalt cut, removal of existing system) are needed, the homeowner must notify Go Configure 7 business days prior to the contractors 1st visit.Go Configure contractors arrived at my home and started the job. The installation site was identified and the digging commenced. Gaoliath requires a 30 hole to anchor its basketball hoop in concrete. Approximately one foot into the hole being dug the installers found rocks. Nevertheless, the installers continued to dig an additional 6 inches. Then the installers decided that the job would progress much faster if additional tools were used, however they would have to return the following day. The concern was that this way the installers could continue on the subsequent installations remaining for the rest of the day in a timely fashion. Co Configure installers then left to return the following day to complete the last 12 inches remaining to be dug. That same day I was contacted by [redacted], a Go Configure employee, telling me that I would have to pay an additional $250 plus tax for the installation to be completed because special tools were needed due to the rocks in the ground. I pointed out to [redacted] that the tools were not needed necessarily since the most of the job was completed. I said that the installation man was able to dig through at least 6 of rock. The digging is labor intensive, nevertheless the digging could be done with the tools he had at the time. The only reason the digging didnt continue was because the installation man cited subsequent installation and that he would be more efficient if he returned with other tools. Thus, Go Configure has breached the agreement in that Go Configure wants to charge me an additional $250 to complete the job that they started and is almost complete citing specialty tools are needed. My rebuttal is that specialty tools are not needed since the installer was successful in digging though rock and even completing the majority of the dig. About 12 of 30 remain to be dug. Secondly, technically speaking yet very important, the language in the agreement spells out where the homeowner would have to pay for specialty services (cutting concrete, cutting asphalt, or removing and existing system). My dig site is as stated in agreement one, our standard install in digging into grass that exist next to or within 3 feet of the playing surface.I have been in touch with Go Configure customer service for several days now. Ive and exchanged emails with numerous customer service representatives about this matter. Ive also resorted to speaking to the manager of Dicks Sporting Goods store at the location where I made my purchase, all to no avail. Go Configure has stated that they would not complete the installation job unless I pay the additional $250. Dicks Sporting Goods store manager hasnt had any success with Go Configure either. The store manager contacted Go Configure and Go Configure told her the same thing; Go Configure would not complete the installation job unless I paid an additional $250.Desired Settlement: I paid Dick's Sporting Goods $1154.59 for a 60" Goaliath in-ground basketball hoop, installation and assembly. I would like to get what I paid for.

Business

Response:

Dear Revdex.com,

Revdex.com # [redacted] Mr. [redacted]

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.

It is important to express the following details regarding DICK’S Sporting Goods delivery and assembly program and our third party professional service provider, Go Configure:

· Both Dick’s Sporting Goods and Go Configure shares the values of providing excellent customer service, timely response and valued added professional services that enhance the customer’s product or sporting activity

· Dick’s Sporting Goods provides their valued customers with the Homeowner Instructions and requirements in an effort to fully disclose the terms and conditions of what the professional services are and what the paid fees cover and excludes

· Our valued customers have the opportunity to review these terms and conditions and accept the agreement with their signature. Customers do have the options to find alternative contractors or transport and install on their own. Customers are not obligated at any time to pay for professional services at the time of purchase if the consumer is in disagreement of the terms and conditions.

· Customers may ask for a full refund of fees prior to any professional delivery or assembly/installation work commences.

· The basic fees of $362.00 for the professional services of delivery and installation of an in-ground basketball system covers the following: 1. pick up from the store, 2. transportation to the residence, 3. concrete and concrete mixing, 4. digging at the site selected by the customer (consistent to grass and dirt), 5. Pouring of the concrete, 6. Assembly and installation of the anchor/pole system 7. Return trip on a second date (typically within 72 hours later depending on weather) to complete the assembly of the pole, backboard and other components to complete the install.

· Removing an existing system, cutting into concrete or blacktop, cutting into rock, tree roots or other underground obstructions are not covered under this basic $362.00 professional fee as additional labor, time and tools are required at and are to be paid to a contractor of the customer’s choice or can be paid to Go Configure. It is important to note: Customers are not obligated to pay additional fees for this service to Go Configure as the homeowner may elect to clear the obstruction independently so the contractor can complete the work or select a second site within their property to place the in-ground system.

· If a homeowner determines to clear the site of any underground obstructions such as rock, roots, etc. it is critical that the site dimensions of the hole not be too large as the in-ground system must be to hole dimension specs per the manufacturer instructions for installation. When clearing the site of the rock and if the hole is too big- the integrity of concrete pour and installation of the unit can be compromised.

· The attached picture (separate file) of Mr. [redacted]’s site clearly shows a solid rock bed that cannot be removed by hand and will require additional tools, labor and time unless another site is selected or the homeowner hires another contractor to complete this work.

It is sincere desire to ensure Mr. [redacted] receives the professional services in which he paid for and that he is completely satisfied. Regrettably removing the rock at no additional cost is not included in the $362.00 fee paid by Mr. [redacted]. Mr. [redacted] may feel free to request a partial refund for services by contacting the store or Customer Service at ###-###-#### and work with an independent contractor to complete the work or select another site without any underground obstructions. Our office will work with Mr. [redacted] to provide some alternative suggestions should he contact our office.

Again, we regret any misunderstanding or inconvenience regarding the professional installation services.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

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

Consumer

Response:

Dick's Sporting Goods' responds is an attempt to convolute the matter with extraneous information in an effort to distort the truth. Dick's Sporting Goods' response wrongly adds language to the original contract that does not appear in the signed and agreed upon contract. Dick's Sporting Goods' response adds language that is much more encompassing than the original contract to which I signed and consented to, concerning the installation and assembly of the Goaliath Basketball Hoop. "Cutting into rock" is not part of original contract's language. Amending the language of the contract after the fact to fit Dick's Sporting Goods and or Go Configure is self-serving and runs a foul to the stated contract. This is unethical, dishonest, and in-line with bait-and-switch selling practices. Finally, I do not want a refund. I want what the bill of sale Dick's Sporting Goods sold me and that which is paid for.

It it only fair and proper to rely on the agreed upon language of the signed contract. This is the essence all contracts. Any argument against this generally accepted principle is futile. Additional padded language, implied or otherwise after the fact, both on Dick's Sporting Goods and or Go Configure is misleading, dishonest, and untrustworthy.

Regards,

Business

Response:

Barriers that written correspondences can occasionally prevent the intent of sincerity, tone and ultimately the human aspect of an actual customer interaction. That noted, it is difficult to put in text and express or communicate the level of inherent desire to provide our valued customers with regret, information, and assistance that is intended to help provide a solution- which seems to be the case with the initial response and for which our office apologizes.

The content of the initial response was not intended to distort, add language or mislead Mr. [redacted] or any third parties. Given this complaint was filed through the Revdex.com agency, the intent of the explanation in the original response was to be as informative as possible as was not intended to depict any actual ‘contract or contractual language’.

To that end, our office has provided the physical document copies (see attached) in which our customers receive the information and instruction for professional services. These documents are in addition to the information provided by the sales associate at the time of sale and the service technician or technicians while at the homeowner’s site or prior to going to the residence in some cases.

In summary, our goal is to provide our customers with a greater level of service for both their product and professional services purchases. If our customers are in disagreement with the value or terms of the professional service of delivery and/or assembly and installation, our stores and office can work with our customers to provide guidance for a refund or direction on next steps for payment of additional services if the customer elects to keep the professional services with our third party contractor, Go Configure.

I hope this response brings some clarity around the first response. If not, Mr. [redacted] may free to contact the Customer Service Manager, Jean at ###-###-#### for further discussion regarding this matter to ensure a timely response and action.

Review: I have been doing business with Dicks sporting goods for years now spending thousands of dollars on my son and myself. Over the last few visits I have been overcharged at the register compared to the price at check out. I normally wouldn't notice because I would by a lot of stuff at once. However the last few trips in I have bought only 2 or 3 items. Each time I have been over charged at the register compadres to the on shelf price. It hasn't been hundreds of dollars but it makes me think that because the last 3 times in a row I have been over charged then I probably have been overcharged many more times. This is not good business practice. I work in retail so I know the best thing is to take care of the customer with as little effort from the customer possible. This is the first time I have filed. I did a survey and told them about my situation. I only have the receipt and proof for the last transaction so it's hard to prove. However in the respect of good customer service I would like this handled.Desired Settlement: DesiredSettlementID: Other (requires explanation) I would be satisfied with a $200 gift card and an additional apology from the corporation.

Business

Response:

Dear Revdex.com,

Reference: ID # [redacted]

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

In researching Mr. [redacted]’s complaint, our office was not able to find a loyalty membership account in which we can view his purchases in our stores or locate sales transactions. We share Mr. [redacted]’s concerns that all transactions are prompting correctly at point of sale. However, our office is unable to further research his concerns without having some specifics.

We recommend that Mr. [redacted] contact our office at [redacted] with any sales information that he may have so we can further investigate. In addition, Mr. [redacted] may feel free to sign up for our free loyalty program which would provide him with access to his purchasing history and reward him for his sales through free reward certificates, promotional and coupon offers to our members.

Without specifics noted in this complaint, DICK’S Sporting Goods has no actionable information other than to invite Mr. [redacted] to speak with any manager on duty in our stores if a cashier is unable to assist him as our cashiers are empowered to identify any issues and assist our customers with pricing concerns or questions in addition to contacting us at the toll free number provided.

It is our hope that Mr. [redacted] continues to make DICK’S Sporting Goods the destination for his fitness, athletic and outdoor destination.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

Review: My name is [redacted] and I am emailing the management department regarding a customer service concern of mine over the last month dealing with your representatives on multiple occasions.

This complaint is regarding order number [redacted]

In early January I got online and ordered a game camera for approximately 95.00 with tax included. When the product arrived I was excited and looking forward to using the camera and placing it in the woods, to my surprise I realized that the camera I received and the camera I ordered were not the same, in fact the camera I received was a cheaper version. I called customer service and spoke at length with a polite lady regarding the issue. At first we were going to do a swap but after discussing my choices I opted to keep the camera I received, have the Dicks Company credit me the difference and that be that. THIS all happened very easily and I thank the original lady for helping me.

2 weeks later I arrived home to find yet another package from Dicks and it was the original camera I ordered. So I called back and asked a male representative what was going on? and how do I return it? After 30 minutes and 10 minutes on hold he said the company had made mistakes and he could see the notes from the previous call. He then said "this is our mistake I just comped you this other camera you can have it." I asked him if he was sure and he said yes absolutely. All I was trying to do was do the right thing and not be charged for a camera I didn't request!

After he comped the camera I took that for your company's word and began using it!

Yesterday, I received an email stating that I had to return the game camera you guys sent me or I would be charged for it! So today I called for the 3rd time. I spoke with a girl named Chelsea who was unbelievably rude. I explained the situation and she responded immediately "No that agent you last spoke with made a mistake you need to return it or be charged" This concerned me as I took the camera comped to me and put it to use in the field ( an hour and a half away). I explained everything to her and she said well how about we charge you for the camera and then I will try to credit it back afterwards which makes absolutely no sense. I responded absolutely not. I then asked for management which she would not connect me to. I was so frustrated I hung up and called back again for the 4th time dealing with a mistake that continues to not be my fault!

At this point I spoke with a Lakishia (extension [redacted]) who was very polite and comped me the camera again. This time I requested a confirmation code with is [redacted].

I have never been treated more poorly than by the agent by the name of Chelsea, at one point she was arguing with me that regardless of what the male agent said I have to send it back or be charged, which is fine but the camera was already in the field, I have every right to be upset over my time being wasted regarding this issue!

I would like a response from management regarding this issue. I spend countless dollars at dicks and field and stream. But that will easily be shifted to [redacted] and [redacted]s over this saga from your agency with a complaint to the Revdex.com regarding customer service on a petty issue that wasted hours of my time.

Multiple people, with some recording notes, some not, computers that don't communicate with the staff and poor communication is at fault, not me!

[redacted]Desired Settlement: Contact directly from dicks sporting good management, I requested to speak with them and the agent refused!

Business

Response:

Dear Revdex.com,

We have been attempting to reach Mr. [redacted] to resolve this matter, but our efforts to reach him have been unsuccessful vie phone or email.

Thank you,DICK'S Sporting Goods

Review: I received a defective pool table and have followed all the protocall the company has set for me. I have talked to (4) supervisors and I am still waiting for 1 month on my credit of $857.32 to my account.Desired Settlement: My full refund and a $1000 for my time and mental anguish.

Business

Response:

Dear Revdex.com, It is always DICK’S Sporting Goods goal to ensure our customers' satisfaction. It is important to express that DICK’S Sporting Goods regrets any frustration regarding Mr. [redacted]’s recent online order. DICK’S Sporting Goods is committed to ensuring a positive and friendly online shopping experience and we certainly understand the needs of a customer to have a timely refund and consistent follow up to an issue. In reviewing this order information, our office was able to determine that Mr. [redacted]’s refund has been issued in full. The credit was processed in two parts over 1/18/16 and 1/19/16 and will post to his bank account in approximately 5 business days from these dates. He also received confirmation of these refunds via the email address on file which provided him a reference number and contact information should he have anymore questions.Again, we regret any inconvenience regarding the online order and refund. Thank you and best regards,DICK'S Sporting GoodsCustomer ServiceTell us why here...

Review: I purchased a product through this store 11/21/2012. I paid part in cash and part with a credit card. I was later notified that the item I purchased was no longer available. My credit card was refunded but I never got my cash back that I put down. I have gone into the store multiple times and have spoken to the manager as well as assistant managers and staff about the cash refund and was told to call the corporate offices. I was told by the corporate offices that this was a store issue. My information and documents were even given to the manager at the store and I was told that I would get a call back about this. I have gotten nothing as of yet. I have yet to receive my cash refund and it is now July 2013. Product_Or_Service: troy carbin rifle Order_Number: [redacted]Desired Settlement: Refund I just want my money back.

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 Mr. [redacted] may have experienced with his refund for the out of stock item.

We understand the importance and integrity of meeting every customer's expectations for any transaction made in our store.

Through further investigating Mr. [redacted]' complaint, we discovered that he was in fact refunded in full for the item that became unavailable. Customers who may have paid in cash for this item in-store were refunded via a check sent directly to their home address. We kept records of each customer who purchased this item and the method of their refund. We were able to verify that his check was mailed to the same address he supplied on his Revdex.com complaint.

Additionally, customers who had their order for this item cancelled were given a $100 gift card for the inconvenience.

Our records show that we quickly notified the customers of their cancelled order, refunded each customer in full and extended a generous gift card offer. We believe this matter successfully resolved.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

Consumer

Response:

I moved the week after the gun was ordered. My refund was sent to my old address and the new resident refused the package. Package was then forwarded to Tucson AZ for some reason according to UPS. What happened to it after that I have no idea. I explained this to 3 mangers at Dicks including the store manager. If the check was cashed it was not by me I can show you my bank statements if you like. I still live in Parker CO. Dicks has stolen my money and treated me like garbage. It is amazing there doors stay open with customer service like this. Show me the cancelled refund check. The claims I received my refund are fabricate and unproven.

Business

Response:

At a high level our office has on record that the customer received the cash refund via check and a gift card as previously stated. However, in receiving the customer's most recent response, we have updated our records that the customer never received it as they had since moved. Prior to this recent update, we were never notified of the address change. Given this new information we have researched this matter further with our sales audit team. They have updated us in the fact that the customer's mailings did come back to them as "undeliverable." They documented that they attempted to reach the customer, but with no success.

We have now contacted this customer and he provided an updated address. The gift card and the refund check have been regenerated and sent out

Review: Purchased a Easy Rider Kayak Cart at Dicks in SAN DIEGO at SPORTS ARENA SQUARE [redacted]Used it once and found it be a piece of junk. Took it back to Dick's in 30 days and was told I could not return it because it was not new. They say they have a 90 day satisfaction return policy. How can you be satisfied if you haven't had a chance to use it? Manager could care less.Desired Settlement: Full refund.

Business

Response:

FDear 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 Mr. [redacted] may have experienced related to his Easy Rider Universal Boat Cart purchased on June 24, 2013. We understand the importance of a customer’s product selection meeting their wants and needs.

For the purpose of clarification, Mr. Hutchin’s contacted our office on August 9, 2013 and we advised him that we were able to work with his local store to accommodate his return. Mr. [redacted] received a full refund for the referenced merchandise on August 14, 2013.

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: Dicks Sporting Goods 2015 Baseball/Softball Catalog with Prices valid 2/2/15 Through 3/8/15 lists a "SKLZ Pro X Triple Tee" ( page 67- letter C.) for 99.99

After visiting 3 different stores in my region, Ist store said that their particular store did not have item in stock, second store I did not speak to employee( I just verified item not on shelves), and the third store I was speaking with two different employees that tried to order item on in tier store. I was told it was not in their "system" and recommend that I call someone to inquire about the product. At that time I was offered a different -more expensive similar product.

I called Dicks Sporting Goods and spoke with a supervisor about the SKLZ Pro X Triple Tee advertised for 99.99 and the intent to use the coupon sent to me in the catalog (which expires 3/8/15). I was told by the employee that sometimes Dicks Sporting Goods advertises things that they never will get in stores or online. He also told me that he couldn't look up the product because the item did not have a corresponding item number that is used internally. He too offered me a similar -more expensive item to order. He also admitted that he didn't think it was right that the store does this on a regular basis and had no answer as to why this practice is done. This follows the "Bait and Switch" routine consumers sometimes hear about. Dicks Sporting Goods has numerous SKLZ brand items they sell, so its not a matter of a contractDesired Settlement: This Bait and Switch tactic that was done by Dicks Sporting Goods not only deceived me, but also sent me on a dead end search for the specific product I am looking to purchase. I waisted my time and money researching and driving from store to store (sores included in item search are Frederick, MD, Harrisburg, PA, and Gaithersburg, MD which is approx 200 mile round trip). I also have waisted time filing this complaint. I would like to order this product at the advertised price and to be able to use my 15.00 coupon that was mailed to me. It would also be nice to be reimbursed for my wild goose chase for the item that I was told they just don't have on the shelves at this store (gas costs 200 miles @ 2.25 per gallon). If that can't happen I would like to mail in my receipt for the SKLZ Pro X Tee that I plan on purchasing and have Dicks Sporting Goods reimburse me for the cost. This tactic Dicks Sporting Goods is using puts not only deceives the consumer, it causes a waste of time and also creates a distrust between them and the company making you feel like they are pulling some scam on you.

Business

Response:

Dear Revdex.com,We apologize that Mr. XXXX was having a difficult time finding the SKLZ Pro X Triple Tee advertised in our Baseball/Softball catalog. We realize this makes for an inconvenient and frustrating customer experience.On 3/4/2015 a Dick's Sporting Goods Customer Service Representative spoke directy with Mr. XXXX detailing our action to resolve his complaint. We have located the SKLZ Pro X Triple Tee in one of our stores that will ship it directly to Mr. XXXX's local store for purchase. It should take approximately one week to arrive at Mr. xXXX's local store. Mr. XXXX was concerned that he would not be able to use an expired coupon towards this purchase however, we have agreed to honor it due to the product not being available to purchase when the coupon was valid. We also assisted with adding Bonus points to his ScoreCard account for this purchase. We thank Mr. XXXX fo his continued patience while we worked toward an agreed upon resolution.Sincerely, Dick's Sporting Goods