ComplaintsforDick's Sporting Goods Inc

Sporting Goods Retail

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Initial Complaint
10/19/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 8/14/21 purchased three bicycles from Dick's Sporting Goods with extended warranties for all. One of the three bicycles broke within 24 hours, didn't attempt the return until 72 hours. I was told they couldn't return they repaired the bicycle, the next time my son rode the bike, the crank fell off and he hurt himself. I returned the bike to the store and they repaired but would not return. The store still has the bike but won't refund or supply store credit. It's a safety issue and I no longer want the bike.
Business response
11/02/2021
Dear BBB,

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

Sincerely,

DICK's Sporting Goods
Initial Complaint
09/30/2021
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
On Aug 10 I took my golf clubs in to Dicks in El Cajon to have extensions added. I gave them all 8 clubs and made it clear what I wanted. Despite this the employee didn't add on my putter. When he gave me the receipt I told him I wanted the putter done too. He got upset and said he would just do ii for free. I was told they would be ready the next day by noon. They were not. The original employee called out sick and no one knew what was going on. After sorting out everything I was told they would get the clubs done and would not charge me for the putter to make up for the inconvenience. When I did pick up my clubs, the same employee who orginally helped me told me that my 5 iron was damaged but insisted that it was damaged when I dropped it off. No note was made on the club as being damaged when I dropped it off nor was it mentioned when I paid.
Business response
10/11/2021
Dear BBB,

We are sorry to hear about Mr. XXX's frustration with their experience. We were unable to contact Mr. XXX after reaching out several times. If Mr. XXX has any other questions, he can reach out to us at ###-###-####.

Sincerely,

DICK's Sporting Goods
Customer response
10/14/2021
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.

They have not reached out several times, they sent me one email which I have responded to.

Regards,

****** ******
Business response
10/27/2021
Dear BBB,

We are sorry to hear about Mr. XXX's frustration with their experience. We have researched and addressed their concerns internally as well as issued a full refund. If Mr. XXX has any other questions, he can reach out to us at ###-###-####.

Sincerely,

DICK's Sporting Goods
Customer response
11/16/2021
I took gold clubs into Dick's to get extensions added in July. My clubs were damaged so I filed a complaint with the BBB. Dick's agreed to give me a refund and I accepted. I was told in an email on Oct 22 that I would receive the refund with 14 business days. It has now been 16 business days. I called Dick's to find out why and the rep couldn't figure it out. She told me I need to contact the store even though I have an email from corporate saying I would get the refund. When I asked to speak to a supervisor she hung up on me. I agreed to these terms to close a previous complaint with the BBB but Dick's has failed to honor the agreement.
Initial Complaint
09/25/2021
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Order Number: ***********. Order Date: 09/17/2021 Read the attachment below for further explanations. Thanks, ****** ****
I ordered online for TYR Adult Blackhawk Racing Negative Prescription Goggles (Size : 1.5) and TYR Adult
Blackhawk Racing Negative Prescription Goggles (Size : 5.5). I did receive TYR Adult Blackhawk Racing
Negative Prescription Goggles (Size : 1.5), but they sent me TYR Adult Blackhawk Racing Positive
Prescription Goggles (Size : 5.5) = not negative. I went to Dick's Sporting Goods at Fair Oaks, Virginia and
returned YR Adult Blackhawk Racing Positive Prescription Goggles (Size : 5.5). It took more than 7 days
from CA to VA by UPS Ground.
When I asked cashier, Adan for replacement and express shipping instead, he was very unprofessional
and unhelpful to handle this mis-shipment. He told me to go back home and order online again. I
refused and asked him to contact Dick's Sporting Goods Customer Service to send me the right item. It
took me several attempts to have him contact its Customer Service by phone. Even after that, he didn't
listen to what I was trying to tell him. Any it was failed, so I called Dick's Sporting Goods Customer
Service, but a kind lady Melissa ordered but she ordered Positive Size: 5.5 again. But she processed the
product at least at no charge for compensation to earn the business back from me. So I had to call again,
but phone was disconnected.
I need TYR Adult Blackhawk Racing Negative Prescription Goggles (Size : 5.5) at no charge and via
express shipping. I can’t wait for another 7-10 days since I have a swimming lesson this coming week.
I want to be contacted by Dick’s Sporting Goods by phone to ###-###-#### or via email to
******@********.com, and need the right product by expedited shipping i.e. UPS Next Day. Thanks.
Business response
10/08/2021
Dear BBB,

We are sorry to hear about Mr. XXX's frustration with their experience. We have researched and addressed their concerns internally. If Mr. XXX has any other questions, he can reach out to us at ************.

Sincerely,

DICK's Sporting Goods
Initial Complaint
09/24/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
on 09/18/2021 I logged into Dick's sporting Goods website for a shoe launch (Jordan 13 Obsidian) just before launch time, 10:00AM EST. Waited in queue just like any other paying customer. Got my chance to purchase said shoe, executed purchase, and received a purchase confirmation email. Logged off and went about my personal business. Hours later, I reviewed my emails and received a cancellation email from Dick's regarding my shoe purchase. By this time, all retailers were sold out. Called Dick's customer service to file complaint. Provided angry feedback. Call escalated to supervisor, Alyssa. I stated that I wanted to speak with a decision maker that can get me the shoe as promised. Incident# ************* was documented and call-back was promised on a 24-48 hour turnaround. Today marks the 5th business and still did not receive a call back. Called today and spoke with supervisor Melissa and requested the same outcome. I demand to speak with a corporate decision-maker.
Business response
10/08/2021
Dear BBB,

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

Sincerely,

DICK's Sporting Goods
Customer response
10/09/2021
I have not been contacted nor addressed to my satisfaction. One supervisor said we'll credit you $100 dicks cash for my troubles. She made me feel inferior as if she is saying "here's $100 now shut up and go away." I demand to speak with an executive level decision maker. BBB, I ask that you post this entire dialog publicly for consumers to read if I do not receive what I seek from Dick's please 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,

***** *******
Business response
10/13/2021
Dear BBB,

We are sorry to hear of Mr. XXX's frustrations with his order. We did reach out to him and apologize that we no longer have the exact item in stock anymore and we did provide courtesy reward points. If Mr. XXX has any additional questions he can contact us at ###-###-####.

Sincerely,

Dick's Sporting Goods
Customer response
10/14/2021
Again, offering me a $100 to shut up about your company's f**k-ups is insulting. Offer me $500
***** *******
Initial Complaint
09/14/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On July 29th I purchased a Kayak from the store and they charged me 885 including a ‘warranty.’ Most bolts were loose on the kayak resulting in parts flying off when driving away. The store will not replace or cover anything, nor will they exchange the old one for a new one. I believe this business is taking advantage of certain costumers and charging them excess or even get giving them less money on a return. Please take action ASAP
Business response
09/16/2021
Dear BBB,

We are sorry to hear of Mr. XXX's frustrations with the Kayak. Our promo exclusions were advertised for this promotion and they are as such https://www.dickssportinggoods.com/s/return-policy which states "Returned items should be unused, but we understand that sometimes our athletes need to try an item before realizing it's not a good fit. As long as the item is clean and in good condition, your return may be accepted." . If Mr. XXX has any additional questions he can contact us at ###-###-####.
Sincerely,
Dick's Sporting Goods
Customer response
09/16/2021
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.
I have tried returning this Kayak to the location I bought it from (in destiny USA DR.) However, to no avail, even though they accepted my past kayak which was USED, they denied this one stating it was USED. The manager apologized for the double standards, however, I want my money back. All $730+tax. The storage compartment top flew off, bungee cords in the sides, all peices on the kayak were not the tightened in anyway and could easily snap with normal pressure. I am not happy with this response and want to hold the business accountable for a refund.

Regards,

******* ******
Business response
09/20/2021
Dear BBB,

We are sorry to hear of Mr. XXX's frustrations with their kayak. Our promo exclusions were advertised for this promotion and they are as such https://www.dickssportinggoods.com/s/return-policy. If Mr. XXX has any additional questions he can contact us at ###-###-####.
Sincerely,
Dick's Sporting Goods
Customer response
09/21/2021
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.

i will not accept anything other than a full reimbursement at this point ass all of the store managers have been rude and unhelpful and also having double standards. Lawsuit next..

Regards,

******* ******
Initial Complaint
09/14/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ordered a treadmill online from Dick's. After I realized that I had ordered the wrong treadmill within a couple hours, I requested to cancel the order and was advised that they would. I was charged $818.54 for the item and when I finally received the refund for the cancelled order two weeks later, I was credited $625.94. As such, I am short $192.63. I cancelled the order, never received the item accordingly and they have not issued the full refund. I want them to the credit the balance owed of $192.63 to reflect the full refund for a canceled order never received.
Business response
09/16/2021
Dear BBB,

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

Sincerely,

DICK's Sporting Goods
Customer response
09/16/2021

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
09/08/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 8/27, 11 days ago I bought a pair of Under Armour Football cleats for my son knowing we may need to return them. As a former Team Lead for DSG, I understand the return policy and verified it was same or similar to when I worked for them. In the policy no where does it state shoes can't be returned, nor returned used. It actually states, "Returned items should be unused, but we understand that sometimes our athletes need to try an item before realizing it's not a good fit. As long as the item is in clean and in good condition, your return may be accepted." I was immediately met with a cashier who spewed a very coached spiel about not returning used merchandise. I pulled up the return policy on my phone showed her and read it out loud. Another nearby team member said, "we are told to say we don't return used shoes." I said well unfortunately that isn't policy, I need to speak to a manager. The manager JRay, was completely useless and lacked any sort of Customer Service skills. As form
Business response
09/20/2021
Dear BBB,

We are sorry to hear about Mr. XXX's frustration with their experience. We were unable to contact Mr. XXX after reaching out several times. If Mr. XXX has any other questions, he can reach out to us at ###-###-#### or may respond to email that have been sent out.
Sincerely,
DICK's Sporting Goods
Initial Complaint
09/03/2021
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I purchased a sole treadmill in September of 2020 its been broken for more than half the year I've had it they fixed it one time it broke again and they have been denying the work order to fix it again. And they will not refund my money I paid. It cost me about 1600$ and the Dicks store won't help or refund either so I have a broken treadmill that i can't use that's not even 1 year old. I have all the emails from sole and Dicks Sporting Goods that I can send to you.
Business response
09/28/2021
Dear BBB,

We are sorry to hear about Ms. XXX's frustration with their experience. We were unable to contact Ms. XXX after reaching out several times. If Ms. XXX has any other questions, he can reach out to us at ###-###-####.

Sincerely,

DICK's Sporting Goods
Customer response
10/13/2021
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,

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

I'm not sure what's going on with my claim but I'm not willing to accept them just fixing the treadmill I want a refund and I want the treadmill out of my house dicks called and just wants to fix it I have not herd from sole at all.
Thank you
***** *******
Initial Complaint
09/02/2021
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a Commercial Nordic Track treadmill. I had a 1 year warranty. The treadmill needed service at the year mark and the warranty company stamped on the equipment informed me that they do NOT service commercial equipment in a commercial building. This is information that was not advertised anywhere. This information would have directly affected my purchase of 2 Nordic Track Treadmills. I now have one Treadmill that does not work and another I cannot service in 2 treadmills that I would not have purchased if I had known. I reached out to Dicks Sporting Goods for assistance and they have told me to contact Nordic Track. They sell a product they do not stand behind. This is not how business is conducted.
Business response
09/22/2021
Dear BBB,

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

DICK's Sporting Goods
Initial Complaint
09/01/2021
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed an order, Order #*********** , on August 30th. I misread the shipping, and realized that the order was not going to arrive by this weekend. I called customer service at 5 PM on 8/31 since my order status still only showed " order placed " to see if they could upgrade the shipping ( with payment. ) They advised that they could not do anything. I asked to speak with a supervisor and was transferred to Chad. Chad is supposedly Tier 2 customer support supervisor. Chad first told me he could leave a note for shipping asking them to upgrade. Then he said no, I can't, this item is on backorder ( which leads to a bigger problem. ) I asked how is it on backorder when the website says I can order again today with the correct shipping and have the product by 9/3? Chad then hung up on me. ( pull the call. ) I called back and was told Andrew was the evening supervisor and would call back within two hours. No call 12 hours later. I need accurate information on my order. This is ridiculous!
Business response
09/14/2021
Dear BBB,

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

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