Dick's Sporting Goods Inc

Review: Purchased elliptical on 9-6-11. Dick's employee assembled item. Was told box damaged product, received 20% off product. Was told it did not affect working of elliptical. Picked up Elliptical 9-7-11. The elliptical does not work. called store spoke with Store Manager [redacted]. He and [redacted] came to house to see nonworking elliptical on 9-9-11. They replaced console. Still didn't work. I've been in an endless cycle of passing the buck on the elliptical between Dick's, Proform Customer Service, Treadmarx repair company service tech thru proform. In the meantime, Dick's essentially stole my money by giving me a product which they know doesn't work. They keep telling me Proform is handling the matter, wait for repairman. I did. He skipped out on appt. Reschedule fora nother date. Finally comes out on September 30th to repair. Says he can't repair, needs new console. They ordered console. Received Console finally on October 12th. Console hooked up. Machine still doesn't work. Called technician. He says he'll order another console. Called Dick's spoke with J[redacted], who was less than helpful stating he's sorry. He'll refer to [redacted]. I am utterly disgusted at Dick's. I told him I want them to pick it up. I want to be compensated for my troubles of having a machine that everyone admits doesn't work and they have my money. [redacted] calls and says you have appt for October 14th. Wait and see what they say. If elliptical unrepairable, then proform will replace. As far as I'm concerned. I paid for an item, that has not worked from the beginning. I'm storing this lemon in my basement, unable to use it. Dick's has my money. In the whole month of September, I have spoken with Proform 8 times, Dick's 9 times, between [redacted], [redacted], [redacted], [redacted], [redacted] and noone resolves the issue. I've talk to [redacted] in Corporate Customer Service, which was of no help at all. It's a joke at this point. I want Dick's to come to my home and pick it up. I want to be compensated extra for my troubles and I want my Money back ASAP!!!!! I don't want the machine at this point. It's been 1 Month and 9 days and I haven't been able to use the machine.Desired Settlement: See above comments. I want to be reimbursed for the elliptical, the charger, and be compensated for my time. I have had a machine that is broken and never worked in my home for one month and 9 days. I want them to pick up the machine asap!!!! I want my money back ASAP!!!! I want to be compensated by DICK's For my troubles, times, and loss of work wages. I had to take a day off of work for this repair technician to come out and he never came. Dick's the general manager at Dick's says he's tr

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 with her purchase of an elliptical.

We understand the importance and integrity of meeting every customer's quality expectations for the items sold in our stores.

Through further researching Ms. [redacted]'s concerns, it appears that while there were problems with her Elliptical, our store and office went above and beyond to ensure the customer's satisfaction and to get her a working system. The customer did not purchase professional assembly or delivery and the assembly was extended as a courtesy at the store. The store managers even made a trip to her home with a replacement console and offered their time and services gratis. Additional resolutions were offered including a refund, but none were to her liking. We then ordered the customer a brand new unit with confirmed delivery on 11/9/2011, which was accepted.

Additionally, it was discovered that the customer’s husband called and cancelled their service appointment and never rescheduled. Once we were aware, the customers were proactively contacted in order to find an amenable time for service.

Given the significant effort and complimentary services extended to the customer as well as the generous offer a replacement system, we believe that we have taken every step possible to ensure the customers satisfaction.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

Review: Company had a $120 jacket on sale for $60 online. I purchased the jacket and received an order conformation. 2 weeks later I received a cancellation on my jacket because it took them 2 weeks to state they were out of stock. In their "good effort," they offered me a $10 gift card to spend in their store. This is bait and switch. If they offered me a $60 gift card or a 50% off any item deal, this would be equivalent to my original agreement with the store. Instead giving me a $10 gift card is baiting me to spend money at their store when I only wished to purchase a jacket that was deeply discounted.Desired Settlement: I would like a 50% off any item, $60 gift card, or the jacket I purchased at the price that was stated.

Business

Response:

Dear Revdex.com,We truly apologize for the disappointing online experience Mr. XXXX had with Dick's Sporting Goods.Our Corporate Customer Service Team has contacted Mr. XXXX on 12/19/2014 by email offering our sincere apologies and explaining our inventory influx and errors that caused his order to cancel. Since the item Mr. XXXX was looking to purchase is not available in the size and color he wanted, we have honored his request for a $60.00 gift card.Mr.XXXX has been advised that the gift card is being sent from the Corporate office of Dick's Sporting Goods and should be received in 5-7 Business days. The gift card is being mailed to the address recorded in the customer information of this complaint.We appreciate the opportunity to investigate this matter.Sincerely,Dick's Sporting Goods

Review: Ordered the following item: GOALRILLA 60 AVWeb ID: [redacted] Size: NO SIZE Color: ONE COLOR Quantity: 1 Ordered item on 11-27-14 online. Website did not indicate item was available in store. Purchased item in store the following morning. Cancelled online order on 11-28-14. I called 12-1-14 to verify order was canceled and representative indicated the cancellation was still being processed. Ordered was still processed and shipped. I was directed by Dick's sporting goods to call the shipping company (AIT) to cancel the order before it arrived at my location. I completed this process. The shipping company did not imform me that the package would then sit in their warehouse until they received further direction. Dicks Sporting Goods then directed me to call AIT and to have the item returned to Dicks Sporting Goods' warehouse. I did this, and AIT informed me that the item was returned on 12-18-2014.I have been in contact with Dicks Sporting Goods tier 2 customer support on 5 plus occasions and was told my credit was going to be received in full. It is now 1-5-15, and no such refund has been received, and I have now been charged interest on my credit card, that I would have paid in full if not expecting a refund back. My last call to tier 2 customer support was on 12-29-14 and my refund was to be processed on 12-30-14.I have done everything in my power to be fair and to stop the original transaction from taking place. I have spent an unfair amount of my own time trying rectify a situation that should have been stopped in the very beginning by multiple representatives from Dick's Sporting Goods.Unfortunately customer service does not seam to be a priority. Desired Settlement: Refund of the entire purchase amount plus shipping and taxes, which has already been promised on multiple occasions.Refund of Accrued interest since 11-28-14.

Business

Response:

Dear Revdex.com, Mr. [redacted] is a valuable customer who has shopped with us over the years and we greatly appreciate his business! Our office would like to extend an apology for the inconvenience and frustration he has experienced. We have worked with our online and vendor partners to confirm the refund has been processed as of 1/6/2015. We recognize the delay associated with the refund, and for that, we want to offer our sincere apologies. While we know it does not make up for the poor experience, our office will be issuing a gift card to Mr. [redacted] as we are inherently determined to restore a customer's confidence in our brand when we discover we fall short of expectations. Thank you and best regards, DICK'S Sporting Goods

Review: I purchased approx $7000.00 in clothing from April 2013 - May 2013. I called Dicks Sporting Goods to complain about 2 dozen shirts that were received with security tag holes or stains on them. The representative said let me she would contact corporate to see what we can do for you. The rep called back to say we can send you return envelopes to send the items back for refunds , we will not discount in anyway , and went on to say Dicks does not condone reselling its merchandise (an accusation) and you will no longer be able to purchase from Dicks Sporting Goods. My new order was canceled by them. An order placed by a member of my family was canceled by them. An order I placed using their Dicks Bucks ($ back earned on purchases) was canceled by them. So basically any order at all I place with Dicks is being canceled INCLUDING the free Dicks Bucks that I earned. Is this fair??? For complaining about damaged shirts. I spent a ton of money in an 8 week period of time. I even open their credit card and paid it in full. I'm upset , very upset. This is how they treat paying customers. The last order canceled was a pair of sneakers for myself with the Dicks Bucks I earned on purchases! Is this even Legal??Desired Settlement: I think that I should be able to make a purchase from a retail company in the United States of America and it not be canceled. I think I should be able to use the Rewards Money I earned on purchases and for it not to be taken away or orders canceled.

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 orders.

We understand the importance and integrity of having a customer's online order processed without issue.

Through further researching Ms. [redacted]' concern, it appears that she was given multiple discounts for the damaged merchandise she received. We extended these discounts as a courtesy without seeing any of the defects that Ms. [redacted] claims she was experiencing. Furthermore, we discovered that the exact items she purchased from our site and received courtesy price adjustments on were being sold on EBay for twice their retail value. We then informed Ms. [redacted] that the items sold through our stores and online are for personal use only and are not intended for resale.

Given the significant amount of correspondence with Ms. [redacted], multiple discounts extended on a good faith basis and the thorough explanation of our resale policy we believe that we have extended exceptional service to meet her requests.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

Review: I ordered a product online on 12/10/14. I spoke to a customer service representative on 12/15/14, who told me the item would be shipped from the Syracuse warehouse and I would be receiving an email confirming shipment. On 12/16/14, I received an email stating my order was canceled. This is very frustrating around Christmas time. I was expecting the lacrosse head for my son by Christmas. I contacted Dick's on 12/16/14 and spoke to a representative and his response was "Sorry, the warehouse dropped the ball on this one." Well, that is unacceptable.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like a similar item for the same cost.

Business

Response:

Dear Revdex.com,It is always DICK’S Sporting Goods goal to ensure our customer’s satisfaction. It is important to note that DICK’S Sporting Goods regrets any inconvenience or disappointment that Ms. [redacted] may have experienced related to 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 and delayed response time. We understand our customers’ urgency to have their gift selections shipped on time.Again, we would like to express our apologies for the cancellation of an order that was unable to be fulfilled. Our office will issue a $20.00 gift card for the inconvenience. We understand that this does not make up for the service issues over the holidays however, we hope that we can restore Ms. [redacted]'s confidence in another purchase. Thank you and best regards,DICK'S Sporting Goods

Review: I placed an order online on 19 Dec 2014 guaranteed to be delivered by 24 Dec and eligible for the promotion. From the website, "We guarantee your order will arrive on or before Wednesday, December 24--or it's free. Simply purchase items eligible for Guaranteed Holiday Delivery and select the appropriate shipping option at checkout."Two of the three items shipped out and were received on time. I tracked shipping on the third item and as of 22 Dec the item was still listed as "in stock" and would ship shortly. I received a message from customer service on the 23rd that the order was cancelled. Not only did I not receive the item, it was then too late for me to order from somewhere else to receive it in time and they did not follow through on their guarantee. I contacted Dick's on multiple occasions to correct the situation and after being told they would get back to me in a day or two repeatedly, I finally received an email today that my claim was denied because the order was cancelled.The only reason I chose to purchase the item from Dick's was because of the guarantee. They clearly cancelled the order so they didn't have to make good on their guarantee, but the cancellation doesn't negate that the order met the terms of the guarantee. It is a fraudulent practice and other consumers should be warned.Desired Settlement: The original order was for a Gonzaga #4 black Nike "elite" basketball jersey in size XL. During one of the telephone conversations, a customer service representative (JP) informed me they no longer had that particular jersey in stock and they would have to ship a comparable item once the claim was settled. They currently have a Gonzaga #4 black jersey in stock in size XL (the price is the same). I would like the company to honor their guarantee and ship the jersey for free.

Business

Response:

DICK'S Sporting Goods is committed to ensuring a positive and friendly online shopping experience and we would like to apologize for any inconvenience Ms. [redacted] may have experienced. Due to the popularity and high demand of the NCAA apparel items, our site did cancel the order as the units in this size ‘ XL Large’ did deplete during the process associated with sizing. We understand our customer's urgency to have their gift selections shipped on time and without issue. However, our "Guaranteed To Get There" promotion was limited to some exclusions and terms and conditions. When the "Guaranteed To Get There" promotion was active on our website, the below verbiage was under the promotion detail: What is the "Guaranteed To Get There" (GTGT) promotion? This is a program where we guarantee delivery of certain item(s) by 12/24/14 or the customer will get their item(s) for free. Who will qualify? (Must meet ALL criteria below) 1. If a customer places an order for one or more items starting on: o DSG - Promo Start Date: 12/4/14 2. The item has the "Guaranteed Delivery" icon (a gift box symbol). 3. The customer selected the appropriate shipping method (overnight; 2nd day; or Standard Ground - Depending on the dates listed on the partner sites GTGT calendar {Freight shipments are EXCLUDED from this promotion}). 4. The item was not cancelled as out of stock 5. The item does not arrive on or before 12/24/14. Again, we regret and misunderstanding or inconvenience regarding our promotions. In an effort of good faith our Corporate Customer Service Team also followed up with an email to the customer on 1/30/2015 extended our apologies and providing a 20% off promotion code to use on a future online order with us.Sincerely,Dick's Sporting Goods

Consumer

Response:

1) When I placed my order, the item was in stock and met all requirements for the promotion2) The email I received from Dick's did not state a reason for the cancellation of the item and I did not cancel the order3) If indeed it was cancelled because it was out of stock (as the reply to the Revdex.com stated), it was still listed on their website as in stock on 22 Dec (3 days after placement of my order)I do not consider this resolved. Thank you for your assistance.

Business

Response:

Dear Revdex.com, Please know that we regret any inconvenience or disappointment that Ms. [redacted] may have experienced related to her online order, which resulted in a cancellation of one of the three items ordered. 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 Ms. [redacted] experienced during the Holiday season. With so much interest in these very special events, product can go quickly in some cases. In reviewing this matter, the order did not qualify due to not meeting two of the terms and conditions listed for the GTGT promotion:- The Licensed apparel was not advertised as a GTGT item. Items that qualified displayed the "gift box symbol," as outlined with the promotion details. - The order was cancelled as out of stock. Thank you,DICK'S Sporting Goods

Review: I had a gun safe delivered on September 17th. Total was of about $1,000. Right after it was delivered I unpacked it. I noticed there was a huge scratch on the back and a dent in the front door. I called them to arrange for it to be picked up. They said It would take a week to pick up then i'd get my money (credit card) refunded. After 2 weeks I called Dick's back. They said UPS said it was too heavy to pick up and the file was "dead" (closed itself). They re-issued an order to pick it up and said I would be called in 3 or 4 days - another week went by. I called back, they apologize again and re-ordered another call to a freight company. They said they would call this past Monday or Tuesday. They did not call until Friday at 4:10pm but I did not get the call until 4:45pm & called back - no call from them yet. I have this safe blocking the way in my garage for over a month now, I am still out $1,000 on my credit card, I am being charged interest. I need help from someone on this - PLEASE!!!!Desired Settlement: I offered to keep it if they would offer a decent rebate (only offered about $50!) - I need this picked up & the charges off my credit card...... I have asked them to give me something like a gift card to make up for the credit card interest and the fact that I have spent about 2 total hours on the phone calling back and forth.

Business

Response:

It is always Dick's Sporting Goods goal to ensure customer satisfaction.

On Monday Oct. 20, 2014 the Customer Service Supervisor spoke directly with Mr. XXXX regarding the issues surrounding his Field & Stream Safe purchased on Sept. 10, 2014. It was agreed upon by both the Supervisor and Mr. XXXX that a discount of 20% would be applied to the total purchase of the gun safe. The tax applied to this order is also being refunded. Our goal was to have the customer keep the safe he purchased and to offer a credit for the cosmetic damage and delays associated with the pickup/return of the safe.

The customer agreed to cancel the pick up service by the freight carrier that was scheduled shortly before my call to the customer.

The total refund being credited back to the original form of payment = $298.28. Customer is keeping the merchandise and accepted this credit.

Please know that we regret any inconvenience or disappointment that Mr. XXXX may have experienced related to his online order.

Sincerely,

Dick's Sporting Goods, Customer Service

Review: I am complaining about an order placed on December 20th, and item I was looking to purchase for Christmas was not in my local store (the founding store) Court Street Binghamton, NY. The manager said they were offering free shipping with Christmas delivery and he helped me place the online order from the store. I tried to pay with a master card gift card but the computer system would not allow the online order because the zip code on the gift card did not match my billing zip code (it was a gift card, not my personal credit card) so the manager Mike rang up a dicks sporting goods gift card and paid my online purchase with it in the store. The cashier assisting asked if I wanted the dicks gift card back, I said no, he threw it away. Then 4 days later I recieved an e-mail from Dicks saying due to high demand they were cancelling my order because they could not fill it in time and offered 25% off next purchase. Now I called customer service to figure how they were going to return my money since it was gift cards. I was told they would have to issue a new gift card and mail it (okay I get it) and it could be 7 days before I recieve it. I called back after 10 days when I did not have a gift card returned to me and customer service apologized and said for some reason in their system it can cancelled it and they would re issue my request and it would take 24-48 hours to process. 48 hours later I heard nothing and called again, they apologized and said they are backed up due to the number of orders that were cancelled right before Christmas. I called again after hearing nothing for 72 hours, and said it was still pending and they were still backed up. It is not right for a business who takes my money the instant I make a purchase, to not return the money for an order they cancelled for 20 plus days and I am still waiting. I am aggravated this was not sent to a higher level I tried contacting supervisors, and sending facebook messages with no answer no one at Dicks can explain why I need to wait.Desired Settlement: I want my money back now, and I want an explanation from the company as to why policies were not followed both at my local store by discarding my gift card, and my inital request for a new gift card cancelled. I also want something for my weeks of waiting. It is not good business and not acceptable, to just simply be told sorry we don't know why this is taking so long. I still do not have this order resolved. I would be glad to provide order and request numbers given to me by customer service.

Business

Response:

Dear Revdex.com, We have already worked with this customer and issued a replacement gift card, Tracking [redacted], which was delivered as of Tuesday, January 13, 2014 at 3:31 PM. Thank you and best regards, DICK'S Sporting Goods

Review: PURCHASED A PRODUCT FROM THE COMPANY ONLINE (RUGBY BALL AS PART OF SON'S CHRISTMAS PRESENT). SAID THAT THEY WERE IN STOCK ON THE WEBSITE, AND A DAY OR SO BEFORE CHRISTMAS WAS SENT AN EMAIL THAT MY ORDER WAS CANCELLED DUE TO THE ITEM NOT BEING IN STOCK, WHEN I SENT A LETTER TO CUSTOMER SERVICE EXPRESSING MY DISPLEASURE WITH THEIR SERVICE THEY NOW ARE RESPONDING STATING THAT THE PROBLEM WAS WITH MY PAYPAL ACCOUNT. THIS IS UNTRUE BECAUSE I MADE A SEPARATE PURCHASE FROM THEM ON THE SAME DATE USING PAYPAL, AND HAD NO PROBLEM.Desired Settlement: AN APOLOGY AS WELL AS THEIR ADMITTANCE OF WRONG DOING. THERE WAS NOT EVEN AN OFFER OF MAYBE EVEN SENDING A REPLACEMENT BALL BEING THAT THIS WAS A PRESENT FOR MY CHILD....

Consumer

Response:

DICK'S SPORTING GOODS ONLINE DOES IN FACT ACCEPT PAYPAL. I AM SENDING A COPY OF THE RECEIPT OF THE OTHER ITEM PURCHASED FROM THEM AS WELL AS A COPY OF THE EMAIL THEY SENT CLAIMING THAT DID NOT HAVE ANY MORE IN STOCK:

Business

Response:

Dear Revdex.com, DICK’S Sporting Goods is committed to ensuring a positive and friendly online shopping experience. We would like to extend our sincerest apology for any inconvenience that Mr. [redacted] may have experienced while attempting to order the USA rugby ball. We understand our customers’ urgency to have their gift selections shipped on time and without issue and we truly regret any disappointment. In reviewing Mr. [redacted]’s order, our office was able to confirm that the order was cancelled due to “Failed PayPal Authorization.” For security reasons, our team cannot view the specific details of a customer’s PayPal account. We have provided Mr. [redacted] with the contact information for PayPal. In an effort to attempt to secure our customer’s satisfaction, we have issued (sent via email) a 10% discount for Mr. [redacted]’s next order. We understand that this does not make up for the service issues over the holidays, however, we hope that we can restore Mr. [redacted] confidence in another purchase. Thank you and best regards, DICK’S Sporting Goods

Review: Cyber Monday the Dicks Website said 25% off purchases. I compiled a substantial order and the 25% did not come off, so I called customer service. They stated that Under Armour was not included. The banner at the top did not list Under Armour as an exclusion by name. The local store manager tried to get them to honor the order and the discount but they would not. I called Customer Sevice again this afternoon to let them know that I would not shop there ever again and she pointed out that at the very bottom of the page under a big font banner reading "Top Brands Nike North Face Under Armour" is a small font link called promo exclusions which lists over 100 exclusions including Nike north Face and Under Armour! I noticed that the website now reads "200 online only deals" and no longer mentions the 25% off purchase. This is absolutely FALSE ADVERTISING!Desired Settlement: I would like a letter of apology including an acknowledgment that they misled people in that ad.

Business

Response:

It is always DICK’S Sporting Goods goal to ensure our customer’s satisfaction. Ms. [redacted] is a long-time valued customer of our stores and we sincerely appreciate her patronage over the years.

It is important to express that DICK’S Sporting Goods regrets any inconvenience or disappointment that Ms. [redacted] may have experienced related the attempted online order of UA product at a 25% discount.

Regrettably UA was excluded from this Cyber sale along with other exclusions that applied. Our site does stipulate that eligible items will be tagged with the discount which displays next the product if it qualifies. Clicking on the link provided also identifies the list of ineligible manufacturers. We appreciate Ms. [redacted]’s feedback regarding the missing name on the ‘headline page banner’. Due to the small amount of space, we are unable to list all of the ineligible manufacturer’s by name thus the eligible products are identified by text next the product.

DICK’S Sporting Goods is committed to ensuring a positive and friendly online shopping experience and we would like to apologize for any inconvenience or frustration Ms. [redacted]’s may have experienced.

Our office will be glad to offer Ms. [redacted] a certificate for the inconvenience that was experienced during her December store visit by contacting our customer service department at ###-###-####.

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

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

Consumer

Response:

I think the response is disingenuous because the banner did not indicate that there would be 107 brand exclusions several of which are the major brands carried by the store and advertised by the store (Under Armour, North Face, Nike, etc.). I appreciate that they have responded to my complaint and am willing to lay it down, but have no intention of shopping there again. Thank you, Revdex.com, for your service in bringing my complaint to the light of day where other consumers can see it.

Review: First , I would like to say I was a loyal shopper at Dick's Sporting Goods. I shopped mainly at the Niles, IL location at least once a week. I originally purchased a North Face jacket online as a gift. Unfortunately I had to return the jacket because it did not fit. I decided to visit the Glenview store - worst mistake EVER! I paid $217.41 for the jacket. The store refunded $211.44. I told the associate the refund price is incorrect. His response "taxes are different online." Wow! I was totally dumbfounded by that comment. The manager came and said the difference is $3 I will give it to you in a gift card. No, the difference is $5.97. I should have left at that moment. I decided to shop anyway to purchase a jacket since time is crunching for Christmas. This is when everything went downhill and the Glenview associated made an easy decision for me to NEVER return to any Dick's.The jacket that I wanted was not in the size I needed. The Dicks associate that was working in the jacket area told me to go down to the golf area and someone would assist. I went to the golf area and the associates were extremely rude. One gentleman seemed overwhelmed but tried to help order the item. The associate charged two of my credit cards multiple times because there was an system issue. I also did not receive my refund from the original online purchase that I returned. The manager tried to assist and kept saying "It's that time of year and there wasn't anything she can do." I contacted customer service and unfortunately they were not helpful neither. The Customer Service Rep stated give it 5 business days. Having $700 pending on one credit card and $200 on another credit card during the holiday season is extremely unacceptable. Dick's Sporting Goods lost a loyal customer. Losing one customer won't hurt their business but it is more about principal and treating people properly.Desired Settlement: Refund

I want a full refund for the item returned. I want all of the charges the Glenview store placed on my card removed immediatley.

Business

Response:

Dear Revdex.com,We truly apologize for the frustrating experience reported by C.XXXXXXXX.Currently, our records indicate we currently have $217.41 authorized and settled. When the store was having initial issues with placing the transaction, the customer's financial institute may have been putting an authorization hold to secure the funds. The payment amount is authorized and held by your financial institution at the time the order is placed to confirm the card is valid. You will be charged for the purchase when the item has been shipped. Authorized and held amounts will not be available for other purchases. In the event the order is canceled, the authorization hold will expire in accordance with the terms of your bank or financial institution, typically within 3 to 5 business days."We ask that the customer contact our Corporate Customer Service Team at ###-###-#### if the amount disputed has not been released from hold. We also want to sincerely apologize for the inconvenience associated with the return of the initial jacket. The store should have worked with the customer to get the complete amount refunded. We would be happy to issue a $10.00 gift card to the mailing address C. XXXXX left on this complaint to cover the complete refund. We will work with our store to ensure this does not happen in the future. C. XXXXX can expect the gift card in 5-7 business days to the mailing address provided. Sincerely,Dick's Sporting Goods

Review: To whom it may concern;I am writing regarding an order which was placed on 11-30-14. Promptly the next morning I received a notice that the order was cancelled. The item was an under armour turtleneck, the cost $27.96. There was no indication why this order was cancelled and I had to contact Dicks in order to find out why it was cancelled. Apparently it was due to a pricing error on Dicks part. Approximately three days later I went to check and see what the shirt price was, it was 32.96. However, all the turtlenecks in black size small were sold out. I am thoroughly disappointed in the transaction which has occurred. I find your customer service terrible. I also wanted to let you know that the charges to my credit card have not been refunded either. This entire situation has been a complete waste of my time! And all of it so your company could save $5. You saved the 5 and have shown me how poorly you treat customers.Desired Settlement: I would like an under armour turtleneck in size small Black for $32.96. Since the fly by turtleneck that I orderd is sold out, I'd like the cozy neck style.

Business

Response:

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

Review: Dick's Sporting Goods are holding $71.46 of my money on my prepaid credit card. I tried to take the store a form to the manger to get release my funds released the next day at [redacted] - ###-###-#### none of the mangers were helpful the three times I went in. "I will not fill out your form or give you are merchant number to fax." The credit card company said this is a normal pre-paid credit card form. No help from management and over a ten day wait due to their go away attitude. Horrible service and they only care about helping large numbers of people and not the person.Desired Settlement: To fill out my form involving a "momentum visa" pre paid credit card, so I can get my $71.46 money back and not be held hostage for two weeks. Especially after the employee at the cash register said my funds will be returned to my card immediately as of nothing happened. Well my money is stuck and they will not help for their mistake and misreadings.

Business

Response:

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

Please know that we regret any inconvenience or misunderstanding that Mr. [redacted] may have experienced related to his product return and the issuance of any due funds to his prepaid credit card.

Our office did respond to Mr. [redacted]’s original complaint through our office back on August 27, 2013 to provide him guidance on how to work through his financial bankcard provider in order to have their bank processor expedite the credit. Regrettably, Mr. [redacted] did not provide any specifics about the original sale or the date of the return transaction in order for our office to do a deeper dive.

As a side note: All consumers should be aware that when they utilize any of the prepaid credit cards, it is always a recommended to view the terms and conditions of these prepaid cards.

It is our hope that Mr. [redacted] will continue to make DICK’S Sporting Goods the destination for his hunting & outdoor, fitness, and athletic destination. If Mr. [redacted] has any other questions or concerns, he may contact our Customer Service team at ###-###-#### and provide the specifics of the transaction at the time of his call (i.e. return transaction receipt or date of the return and the last 4 digits of the prepaid card) for further review.

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

DICK’S Sporting Goods

Review: Associate applied credit to wrong card and Manager refused to help and hung up. Manager, [redacted] at store S-00316 R-10. Wesley Chapel Fl. Originally purchased something at Dicks for 148.39. 100 was put on a visa gift card, the remaining was put on bank card. Cashier threw out the gift card on date of original purchase. I returned an item for 46.75 a few weeks later. The Associate never asked what card to out it on and just put it on the gift card. I assumed she put it on the bank card as the gift card is gone now. I called Dicks today. They directed me to Visa. I call Visa, they direct me to Wells Fargo. Wells fargo and I do a 3 way call with dicks manager [redacted]. He was very rude, interrupting both of us and refused to help. I finally told him he needs to stop interrupting and then he said I am not helping you and hung up.Desired Settlement: Fix the error, refund to my bank and give me a dicks gift card to compensate me for my 4 hours to try and resolve. I would also like this manager to call me and personally apologize for his behavior. [redacted].

Business

Response:

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

Please know that we regret any inconvenience or misunderstanding that Mr. [redacted] may have experienced related to his product return on 8.22.13 back to his VISA GIFT CARD.

Our office was able to view Mr. [redacted]’s original purchase on 8.12.13 where there was a split tender transaction between a Visa gift card and a Visa credit card. Our POS system automatically applies any credit back to the form of tender that had the greatest amount applied unless all of the items are returned which would then result in both card types would be fully refunded. In this particular situation, only one item was returned and thus the card that had the greatest value was refunded and it happened to be the $100 Visa gift card.

Mr. [redacted]’s Visa credit card was charged for the balance of $48.39 so this account was not automatically refunded. Please note that our cashiers cannot distinguish between tender amounts as to which VISA is a gift card and which is a credit card nor does the POS system.

All account numbers are masked so the cashiers cannot make that distinction for a customer.

Mr. [redacted] is a valuable customer who has shopped with us over the years and we greatly appreciate his business! Our office would like to extend an apology for the inconvenience and frustration he has experienced. We typically provide the customer with the gift card number so Visa can transfer the funds from the gift card account to a new one for the customer.

However, in this particular case, our office will issue Mr. [redacted] a Dick’s Sporting Goods gift card in the amount of an even $50.00 (return value was $46.75) since we are unable to reissue a credit to his personal line of credit at this time. This gift card will be sent via UPS with tracking.

In addition, if Mr. [redacted] is still interested is receiving the full gift card account number, he may contact our office at [redacted] and ask the customer service agent for this information by referencing his information in his case notes.

As a side note: All consumers should be aware that when they spend a Visa, MC or AMEX gift card, it is always a recommended to ask for the depleted card back from the merchant. Retails will either issue a credit back to that same card (or issue a store credit) if a consumer makes a return where the card was utilized. The terms and conditions for these cards do contain terminology that discloses these details given merchant agreements for credit card settlements.

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

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

DICK’S Sporting Goods

345 Court Street

Coraopolis, PA 15108

Review: Business takes extremely long to refund the costumer! 7 business days after the item arrives? That's almost half a month without the funds. This is extremely unacceptable, and this is when they're at fault. They should be more like Amazon.Desired Settlement: I want my money back as soon as possible. I need the funds for Christmas.

Business

Response:

Dear Revdex.com,Dick's Sporting Goods would like to address Mr. XXXXX's complaint regarding his return and refund for an online order.We have tried to reach out directly to the customer by phone and email on 12/4/2014. We have confirmed receipt of Mr. XXXX's returned purchase on 12/1/2014. The return was then credited in the amount of $26.16 on 12/4/2014 to the original form of payment. If the customer has not received the funds at this time, we suggest speaking with his financial institution. Typically, it takes 3-5 days to post back to the customer's account. In some cases, dependent on the financial institute, it could take a whole billing cycle and should be addressed directly with them.We would be happy to provide any further reference numbers of our processed credit if requested by the customer. We are also extending a final follow up call today (12/8/2014) to confirm our action and ensure customer satisfaction.We appreciate the opportunity to investigate this complaint.Sincerely, Dick's Sporting Goods

Review: Ordered a jacket online on December 18th. Item clearly showed in stock and it was per the website set for "guaranteed delivery for Christmas or the item will be free" if ordered by December 19th. ( I took a screen shot of the website if you want to see the guarantee). I received an email today (December 23rd) saying my order was cancelled! That is false advertising, plain and simple. I would like Dicks to keep their advertised promise on their website and give me the jacket for free. You have ruined this persons Christmas because they don't have anything to open now and I am only asking for what was promised to me (Christmas delivery or the item is free). I didn't make this promise, your website did, so I don't think it is much to ask that you send me my item free of charge. I contacted customer service and they sent me a 25% coupon off my next order, what a joke. I will never order from them again. Needless to say I deleted that email. Please make this right and live up to your advertisement and send me the jacket for free. Thank you.Desired Settlement: I would like Dicks Sporting goods to live up to their advertisement and ship my jacket to me free of charge. The website clearly stated "if ordered by December 19th this item is guaranteed delivery by Christmas or the item is free". I have attached to this compliant the screen shot saying it will be guaranteed by Christmas or it is free and 3 different chat transcripts from customer services agents saying my jacket will be delivered to be my Christmas. Thanks.

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

Consumer

Response:

Simply sending a canned message about the fine print doesn't resolve this compliant for me. I would like to know where I could have located those stipulations mentioned in the response from the company. On the website and my screen shot I sent, I didn't see anywhere I could click or be directed to to view those stipulations. It is easy to email stipulations after a promotion ends but this type of false advertising really needs to stop and being more transparent needs to begin. Where could I have located this information before I was purchasing the jacket? As I said I didn't see any link or anywhere they directed me to state those stipulations. Thank you.

Review: I dropped off a bike back in late June it is now October 1st. I have called and talked to the bike techs 2 of them, a manager [redacted] and store manager [redacted] I believe her name was. I also talked to someone at the corporate office as well. the guy at corporate helped to get the ball rolling about 2 weeks ago but he too was supposed to call me back on Friday the 26th bust still has not. To start the story I received this bike from my cousin as I was trying to figure out if id actually use it or if it'd collect dust. He told me that when I pedaled to hard up a hill it would kick out of gear. With that being the case I took it to my Steubenville Ohio Dicks store to get repaired. I called the store 5 TIMES! the 1st to check and see what was going on after a month to get a status. I talked to a bike tech then made sure they had my number. A week later I called back to see what was going on a the bike tech Stephan "was no longer there" according to the same bike associate and they were training someone else. I then gave them my number again. I waited a few more weeks to call back. STILL NOTHING. I called back 3 Sundays later and talked to the Store manager who was a woman. ALTHOUGH I didn't remember her name I doubt it is someone different that who I talked to. She took my name and number because she, like everyone else who works in the place, was clueless. 3 weeks later I called corporate he told me after he called the store that they needed to order a hardware part in order to remove the bike part I gave him my number. He was the first to call back. 2 weeks later I called back because I still heard nothing. He was called on Friday the 26th still no return call. I then called the store fed up on Sunday and [redacted] gives me this big excuse of how he didn't have my number and the bike was done. He told me I could come and get it. They were closing in 30 minutes when I called and I was busy money. This brings me to tonight. I drive from my home 15 minutes away to find out yet they don't know if its done.Desired Settlement: My time is valuable when it comes to bike riding I missed MOST of the bike riding season I planned on using it for. I WANT COMPENSATED for time lost. I am NOT paying for repairs either. HOPEFULLY my bike was even fixed or is working as they still haven't returned it yet.

Business

Response:

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

Please know that we regret any inconvenience or disappointment that Mr. [redacted] may have experienced when he dropped his bike off for services.

We understand the importance and integrity of meeting every customer's expectations when performing an in-store service.

Through further researching Mr. [redacted]'s concern, it appears that while there was a delay in repairing his bike, the services were successfully completed on 10/2/2013 and he accepted a $30 gift card from our corporate offices for the inconvenience. The customer was contacted and invited into the store to pick up his bike.

The customer initially supplied incomplete contact information to the store and when inquiring about his repairs supplied the wrong make and model of bike adding to the delay and confusion surrounding his concern. Given the extenuating circumstances of Mr. [redacted]'s repairs and the significant effort extended by the store and our customer service team as well as the monetary compensation, we believe we have reached a reasonable and amicable resolution with Mr. [redacted].

Thank you and best regards,

DICK'S Sporting Goods

Customer Service

Consumer

Response:

My info initially given WAS NOT incomplete as it was filled out completely and a $30 gift card for waiting for a bike for over 4 months of the biking season does not seem reasonable. This was the WORST service ever!

Review: Purchased a product with guaranteed delivery buy Christmas or its free. Did not receive, still have not received my money back.

I ordered a snowboard on 12/20/15 from Dicks Sporting Goods. This product had guaranteed delivery by Christmas or the product would be free. Order [redacted] was not shipped until 12/23 and was not delivered until 12/28. I have contacted Dicks now twice to request my refund be processed. I still do not have my refund. They are not making good on their word and I want my money refunded ASAP. They said they are investigating my case and that would take 3-5 days. Over 10 days later I still do not have my money back. Also a manager was supposed to call me back last week and I still have not heard from them. I will never ever shop at Dicks again since they are a bunch of thiefs.Desired Settlement: I want my money back for order [redacted]

Business

Response:

Dear Revdex.com,

In reviewing this matter, Ms. [redacted] has contacted our offices regarding her Guaranteed to Get There (GTGT) claim and she was advised that her claim was currently being reviewed. The most recent update within Ms> [redacted] shows that the credit was applied to the original form of payment and a confirmation email was sent to the email address on the original order today, January 14, 2016.

Thank you and best regards, DICK'S Sporting Goods

Review: Placed order [redacted] on 2/5 and recieved delivery on 2/10. Unfortunately only one item was in the package. I called customer service and gave them notice and they mentioned that they would send me another one. By them sending me another one, which I am happy with the one I received, if I were to take the newly shipped one back to the store I would get a store credit. I am not looking to spend more money at Dick's. I only wanted one of the items but was charged for both of themDesired Settlement: Refund for item not received and billing adjustment for time wasted due to having to escalate issue

Business

Response:

Dear Revdex.com, We regret to hear of Mr. xxxxx's dissatisfaction with a recent online order. It is always DICK'S Sporting Goods goal to provide and exceptional online shopping experience. We reached out to Mr. xxxxxx to make sure that he got a full refund on the item he did not receive. We were happy to meet his expectations and reach an amenable resolution. It is our hope that Mr. xxxxxx continues to make DICK’S Sporting Goods the destination for his fitness, athletic and outdoor needs. If Mr. xxxxxx has any other questions or concerns, he may contact our Customer Service team at 1-866-677-4771.Thank you and best regards, DICK'S Sporting Goods Customer Service

Review: I ORDERED A NORTH FACE RAIN JACKET FROM WWW.DICKSSPORTINGGOODS.COM., ON TUES, NOV 10, 2015. ON FRIDAY, NOV 13, 2015, I RECEIVED THE PACKAGE. THE PACKAGE CONTAINED AN EMPTY PLASTIC BAG, A RECEIPT AND SOME PACKING PAPER. THE RAIN JACKET WAS MISSING FROM THE BAG. I CONTACTED CUSTOMER SERVICE, AND THEY WILL NOT REFUND MY MONEY FOR THE MISSING RAIN JACKET. I AM FURIOUS. HERE IS MY RECEIPT:

Order # [redacted]

PRODUCT ARRIVAL PRICE



WMNS STINSON JKT, MELON RED/DRAMATIC PLUM, L

Web ID: [redacted]

Size: L

Color: MELON RED/DRAMATIC PLUM

Quantity: 1

Shipping via: Standard Ground

$81.00

Shipped To:

[redacted]Desired Settlement: A FULL REFUND IN THE AMOUNT OF $85.29

Business

Response:

Dear Revdex.com,

In reviewing this matter, our records indicate that Ms. [redacted] contacted our office to voice the concerns regarding the package. Our office worked with UPS to file a claim and the customer has been refunded. The customer was sent an email confirming that the refund had been processed, which was sent on November 14, 2015 at 2:29 PM.

Thank you,DICK'S Sporting Goods