ComplaintsforDick's Sporting Goods Inc

• Initial Complaint

  04/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  False advertisement Scam by employee On 4/18/24 my minor son was tricked into buying a per of sneakers that he doesn't want and he thought and was believed they were free. I have reached out to multiple employees via phone and email which I have not received any help and I'm very disappointed. please teach your employees not to take advantage of minors. Thank you Please issue a refund. The shoes are also the wrong size. He is a size 11 not 9. Order number: ***********

  Customer response

  04/19/2024

  Age 16 and the card is in my name.

  Mastercard last four number are ****.

  Customer response

  04/23/2024

  I would like to close out my case yesterday I was contacted again for a second time after previously been told no the case was resolved and the matter was fixed thank you and sorry for any inconvenience.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  on 3/20/24 I placed an order #*********** online with Dicks Sporting Goods for a Schwinn 290 recumbent bike, that was on sale. The floor model was the only one in the store, which was severely damaged. So I ordered a NEW one online to be delivered to the store, which is a FREE service "to store"; then I would goo pick it up. Less than an hour from my online purchase the store manager called me and stated that their system "automatically" switched the order to pick-up for the broken floor model. The store manager tried to remedy it and was unable to fix it in the system; because the system kept switching it to the broken floor model rather than shipping a NEW one to the store. The manager cancelled the order and told me to contact customer service over the phone and have them place the order (to be shipped to the store for FREE). I called customer service and tried to order the Schwinn 290 via phone, to be shipped to the store. The customer service rep attempted a few times but the system kept "automatically" switching the order to the broken floor model (despite the warehouse having non-broken ones in stock). The customer service rep said my only option was to pay $85.00 shipping and have it shipped to my house, because she could not prevent the system from switching the to the broken one in the natick store for pickup. I reluctantly did so (Order #***********) to be able to buy the bike. I feel that Dicks should refund me the $85.00 or give me a store credit for $85.00 because I should not have to pay for shipping when they offer FREE shipping to store. It total between going to the store and my 2 phone calls which were about an hour combined I am very displeased. I did write a complaint to Dick's Sporting Gods on 3/23/24 but never heard back.

  Business response

  04/17/2024

  Dear BBB, 

   

  We contacted Mr ******* and have reached a mutual resolution on this complaint and this has since been fully resolved. If Mr. ******* has any further questions, he can reach out to us at: ###-###-####.  
  
  Sincerely,  
  
  DICK's Sporting Goods 

  Customer response

  04/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  Regards,
  
  **** *******

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a gift card for my brother-in-law from Dicks sporting goods. My brother-in-law received the gift card went to use it at the store in Huntington NY where they live and was informed the gift card is invalid. Called the ###-###-#### the number provided in the email and spoke with a woman who advised that she sees it wasn’t activated but there is an error on the gift card and she doesn’t now why. Someone will get back to me in 1 to 2 business days regarding this. My credit card was charged, but they sent my brother-in-law nothing and clearly a gift card that was defective. I am not ok with this and I am not happy with this and the fact that they will just get back to me when they see something is wrong also not ok.

  Business response

  04/15/2024

  Dear BBB, 
  
  We are sorry to hear about Ms. ******'s frustration with their experience. We have contacted Ms. ****** and are waiting on her response.  We will make sure that this issue is resolved for the customer.  If she has any other questions, she can reach out to us at ###-###-####. 
  
  Sincerely, 
  
  DICK's Sporting Goods 

  Customer response

  04/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This is the only correspondence I received from Dick’s which offered absolutely NO resolution to the issue at hand. I responded to them and I am hoping you can see all in the attachment. I didn’t see where I could right this in BB website.

  
  

  Best-

  ******* ******

  
  

  Business response

  04/17/2024

  Thank you for your response.  We were attempting to communicate with Ms. ****** to resolve this issue by asking some questions so we could investigate.  At this point, just to resolve this as quickly as possible, can she please just respond to my last email with the name and address of where she would like the $150 gift card to be send to and our team will send it out?  Thanks.

  Customer response

  04/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  04/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They did not put me on autopay like asked,because of billing issues, didn't put notes on acct.Payment was due on the 10th of the month, 56 dollars,here it is the 15th, still not paid,plus charge of 41.00 late fee.I am not paying for their mistake,this has happened before, so they won't wave late fee,for their error.All of my bills are on autopay for this reason. I want it rectified,wave late fee,and autopay the monthly payment of 56.00.

  Business response

  04/16/2024

  Dear BBB, 

  We are reaching out to the athlete to get his order number to assist further with billing. 

  Thanks, 

  DSG

  Customer response

  04/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   
  Regards,
  
  ***** *****

• Initial Complaint

  04/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an online order April 4th with a promise that my ball cap and shorts would be delivered on the 6th. I received an email that my shorts where being delivered but my hat was being processed. I received the shorts on the 6th and my hat still showed in processing. Fast forward to Monday, and still shows in processing. I called the 1800# and the customer service rep stated there was an issue with the hat and they were sending me another and I would receive it the next day. I told him it was a gift for my nephews Birthday and I wanted him to be able to wear it the Rangers game the next day which was the 9th. Yesterday afternoon it was still showing in process so I had to spend additional time and money to find another one. I electronically chatted with customer service and they keep telling me it is being processed and they cannot cancel the order or refund me my money until I get the hat, and can take it in to a store for a refund. I tried to explain that the order has been showing in process for days meaning it is not being shipped and there appears to be an error. At this point, Dicks has basically stolen my money and no one wanted to help me.

  Business response

  04/11/2024

  Dear BBB, 
  

  We are sorry to hear about Ms. **********'s frustration with her experience. We have contacted the customer and are working on a mutual resolution. If Ms. ********** has any other questions, she can reach out to us at ###-###-####. 
  
  Sincerely, 
  
  DICK's Sporting Goods 

• Initial Complaint

  04/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed Order #*********** on 4/4/2024 with a delivery date of 4/6/2024. I only ordered these Stanley drinking mugs from Dicks because the website showed the mugs were in stock items with a delivery date of 4/6/2024 because I am leaving my home to go on vacation 4/7/2024. I also ordered some items from Walmart on 4/4/2024 and were already delivered to me so my expectation to receive a delivery by Dicks was not unreasonable. The items have not shipped from Dicks as of 4/6/2024. I called Dicks on 4/5 asking why the items had not shipped and the representative told me the order would not be received on 4/6 as expected. I asked her to cancel my order and she refused. I then asked to speak with a supervisor. Arianna spoke with me while two dogs were barking incessantly in the background. She accused me of calling her "girl", which I did not. She must have heard something I said incorrectly due to the loud barking. She would not cancel my order either. I then chatted online with a person named Russell, who asked for my order number, name, and email address. He also refused to cancel my order. This complaint is documentation that I contacted Dicks and communicated with 3 different people and was unsuccessful in cancelling my order, which still has not shipped as of 11:00AM EST on 4/6/2024. As a response, I will leave a not on my porch to refuse the package since I will be away on vacation. I am not responsible for the package which is still not in transit and there is no delivery date for this order. I have contacted my credit card company about the charge pending on my account. Thank you.

  Customer response

  04/08/2024

  Please cancel my complaint in regards to Dicks Sporting Goods in the amount of $96.30.  I received the order today - delivered by DoorDash, which was never stated on my order delivery information for today, 4/6/2024.
  
  Although I am extremely dissatisfied in regards to the incorrect information that I received in regards to my order, I am satisfied with the final outcome - receiving my items.
  
  In the future, I do not plan on purchasing from this company again due to the lack of accurate information provided to me at the time I placed my order, and how I was treated afterwards when trying to get delivery information plus the added stress of being accused of calling Adrianna "girl" which I did not and hearing loud, unruly barking dogs over the phone while trying to discuss my order with her. 
  
  Also, the lack of assistance from Russell added further caused for concern.  This company is privately-owned and normal customer business etiquette is far from satisfactory.
  
  Let me know if you have any questions. 

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a baseball bat with a warranty. The bat developed an issue and when we tried to look up the warranty, it could not be found. The warranty sold was not correct for the bat. The online/phone option could not correct the issue, so the bat and receipt were took to the store. Originally, nothing was going to be done; however, we ended up settling for a Dick’s gift card less than the bat value. Upon returning to the store to purchase shoes with the gift card, we were told the card could not be used on the shoes because Dick’s would have to order the correct size. This resulted in much frustration and bad language. Eventually, the employee decided she would change the type of gift so the shoes could be ordered and we would be done with this situation. This turned into another problem as no amount showed up on the initial card to transfer to a different card. Since we had all receipts, the employee keyed in the original bat purchase of 374 and was going to refund that to a card. At this point, we pointed out to her that she was able to bring up our original purchase and see we settled for a lesser amount. She acknowledged the price difference. She was able to get the partial refund on a card and order the shoes. She also took our information for someone to contact us about the price discrepancy. At this point, we had apologized for the anger and bad language and left the store with a working gift card. Then, TIFFANY calls! Tiffany immediately brought up the bad language and started blaming us for the warranty issue. She repeatedly spoke over us. We had receipts for everything. Now, Tiffany is telling us that the warranty issue is our fault even though the wrong product/process was sold to us by Dick’s. We asked for her manager. Initially she told us she was the manager. Then she told us she couldn’t give us that information. Then she told us she could give her the manager’s personal number which was not ever requested by us. Tiffany made a bad situation worse.

  Business response

  04/15/2024

  Dear BBB, 

  We are offering the athlete a full refund in the form of a check or a zero cost reship. 

   

  Thank you, 

  DSG

  Customer response

  04/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *******

• Initial Complaint

  04/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order today, 04/02/24, with a supervisor via phone at 12:56pm. This was supposed to be a birthday gift for my daughter. The supervisor told me my order confirmation is ***********. Hours later, I still had not received a confirmation email, which I thought was strange so I called back, I was disconnected. I called back again and was put on hold for over 20min without the rep ever returning. They are now telling my order is non existent. I need someone to help me place this order and find out who was helping me on the phone this morning that did not help me properly. My ph # is ###-###-####, and my email is ********@*****.com. I would like someone from the senior management team at Dick's to contact me about this experience.

  Business response

  04/05/2024

  Dear BBB, 

  We have located an order for this athlete from 4/2/24. We are reaching out to confirm this was the correct order as well as what customer service number the athlete called. 

  Thanks, 

  DSG

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I work for a nonprofit and I purchase large amounts of sports equipment and gear for kids. For the items that don't fit, I return them unused, with a receipt, and within the 90-day return window.Last week, I bought two pairs of soccer cleats (same pair of shoes, but different sizes). When I attempted to return one pair (unused and with a receipt), my return was declined.The store manager indicated that the decision to decline the return was made by the third-party vendor "The ***************" and he cannot override the decision.The *************** states, "As a service provider, The *************** does not have the authority to overturn a decision made by any retailer."Neither entity is taking responsibility for the decision, and both entities claim that they do not have the authority to overturn the decision.All of the returns I make are products that are unused, with a receipt, and within the 90-day return window. ****'s is obligated to allow me to return items that meet its return policy.**************************************************** Order Number: *********** Order Number: ***********

• Initial Complaint

  03/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a pair of Nike Invincible 3 running shoes for $179.99 retail price on March 11, 2024. I received the shoes a few days after. I’ve used the shoes for walking outside and a few runs on a treadmill. Overall I’ve walked/run with these running shoes for under 20 miles in a 17 day period. I noticed that the sole of one of the shoes was coming apart so I went to the store to return them on March 30, 2024. The store said they had a 7 day return policy on shoes. When I checked their policy the 7 day return policy clearly states is for pre-owned items or very specifically for Nike adapt shoes which these shoes are not. The manager in turn said they couldn’t take a return because they wouldn’t be able to re-sell the shoe. I told him that this was clear to me as I was returning the shoe as a defective item given that it was falling apart after two weeks use. The manager told me “with all due respect it looks like you had good use of these shoes”. Everything on the shoes looks brand new which is expected on two week old shoes with the exception of the sole which is falling apart. I have my online receipt and I would like Dick’s Sporting Goods to honor their return policy. I bought the shoes again as I wanted to give them another try given that I had found this particular model comfortable but I will be returning the new pair immediately after I receive them given they clearly have an issue with returns on defective items so I’m not taking a chance with them again.

  Business response

  04/02/2024

  Dear BBB,  
  
  We are sorry to hear about Mr. ***********s frustration with their experience. We have researched and addressed their concerns internally. If Mr. ********** has any other questions, he can reach out to us at ###-###-####.  
  
  Sincerely,  
  
  DICK's Sporting Goods 

  Customer response

  04/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  I appreciate the efforts from all parties involved and thank Dick’s Sporting Goods for honoring their policies.
  
  Regards,
  
  ******* **********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩