ComplaintsforDick's Sporting Goods Inc

• Initial Complaint

  10/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My 10yr old son purchased a baseball glove from a non-Dicks retailer. We brought it to Dicks for steaming. We were not made aware that the steaming process included a staining that would discolor and alter the appearance of the glove. The glove was brand new and after the steaming process, it now is completely discolored and looks old, worn, and used. We called the store, they said call customer service, we called customer service, they said call the store. A lot of back and forth for over two weeks. The store represented to us that the most they can do is offer a Dicks glove is equal value. We hoped for a reimbursement of the glove price and asked to escalate to customer service. Now the store called and:Only offered $50 gift card (glove was $375), punishing us for escalating to customer service; the store manager accused us of discoloring the glove (though after this happened he admitted that the process causes discoloration);Most appalling of all- the store manager suggested I call the glove manufacturer and try to get them to replace the glove under their one year manufactures defect warranty (I said I would not commit a fraud to another retailer by lying and telling them the glove is defective, it is not, Dicks ruined it).

  Business response

  10/10/2024

  Dear BBB,

   

  We are so sorry to hear about any issues our athlete experienced with their in-store service. We have reached out and reached a mutual resolution with our athlete. If our athlete has and further questions, they can reach out to us at ************.  
  
  

  Sincerely,  
  
  DICK's Sporting Goods 

  Customer response

  10/10/2024

  
  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.  The associate that contacted me was professional, kind, and understanding. He was respectful and genuinely concerned about my complaint and worked with me to reach an amicable resolution. I am grateful for his time and attention and Dicks review of my complaint. My family and I will continue to be Dicks customers for years to come. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  09/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I live in ******. I purchased a sweatshirt on line abs had it delivered to an address on **********. A family member brought it back to ****** for me. I opened the package and the sweatshirt has a large purple and yellow ink stain. I tried contacting Dicks with no success.

  Business response

  09/25/2024

  Dear BBB,

  We are sorry to hear about Ms. *********** frustration with their experience. We were able to process a refund for the damaged item right away.  If Ms. ****************** any other questions, she can reach out to us at ************. 

  Thank you,

  Dick's Sporting Goods

  Customer response

  09/25/2024

  
  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

  09/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed an order for a Patagonia Jacket on 8/28/2024 (Order Number ***********) for $117.17. The package delivery date was stated at 8/29-8/31. I contacted customer service on 9/5/24 to ask for help initiating a return since this item was late and I had not received it yet. The live chat agent apologized and said they would mark the package as lost and if I were to receive it late, that I did not need to return it and I could donate it if I wanted. I did this at their request. They approved and authorized my refund of $117.17 and then told me I just needed to call ************ and give them the Authorization Code of A942377-700-DKS. I did exactly what they asked and afterwards, my refund was denied with no clear explanation. I explained that Dicks authorized and approved this refund, but it was still denied. I have paid $117.17 and do not have the item I paid for. The business has not been able to help resolve this. I am kindly requesting help to obtain my refund that was initially granted and authorized by Dicks Sporting Goods.?Thank you.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 5, 2024, my wife surprised me with a Fitness Gear 300 lb. Olympic Weight Set for my birthday. The set cost $300 plus tax and included a 7' Olympic barbell and 300lb in weights. When I went to pick it up from the store, the employee informed me that their loading dock was flooded due to a storm. When they brought out the barbell, I noticed that one side of the packaging was wet and torn. It didn't seem like a big deal at the time, but now I've discovered that the barbell is rusting from the inside out. I reached out to customer service, who instructed me to return the entire weight set (300lb) for a full exchange. I questioned why they couldn't just replace the barbell, which is listed at $109.99 on their website. The agent seemed to imply that I was at fault for the damage, and questioned why I didn't report the rust earlier. After being transferred to a "supervisor," I was told the same thing and directed to contact customer service as they claimed they couldn't assist me further. I find it unacceptable that I had to spend over 45 minutes arguing with a rude customer service agent and still end up with no resolution. Now I'm expected to go through the hassle of loading these weights, returning them to the store, and then bringing back a whole new set. the employee advised that their loading dock was flooded from a storm. When they brought me the barbell, one side of the packaging was wet and torn.

  Business response

  09/13/2024

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

  Customer response

  09/13/2024

  
  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

  09/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dick's is selling the exact same, identical shoe the Under Armor Spotlight Clone MC BLK for 3 different prices dependent on where they place it in the store. The shoe was in women's lacrosse and sold for 81.97, it was in men's football and sold for 129.99, and was in women's football for 109.99. This is deceiving to customers and unethical. Regardless of what sport or where the shoe is placed, it should have the same price tag. When I brought this to the attention of the store, the first employee in the shoe section walked away from me. The check-out clerk said, well we will give you the lowest price. I already had the lowest price shoe but told her it was about other shoppers who would never think to look for the same shoe in those other categories. It seems the price difference is based on the gender and popularity of the sport. To make this situation worse, the shoe we asked for was from the women's football wall. When we got the shoe to try on, it said other shoe was on display. It was, but on display for women's lacrosse at a different price. I am asking that Dick's stop this practice immediately and change policy to prevent it from happening. Honesty in pricing.

  Business response

  09/18/2024

  Dear BBB,  
   
  We are sorry to hear about Ms. Iverson's frustration with their experience. We have researched their concerns and corrected the pricing error that was missed during a recent price change on this item. If Ms. Iverson has any other questions, he can reach out to us at ###-###-####.  
   
  Sincerely,  
   
  DICK's Sporting Goods 

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My dicks online account was hacked and someone made a fraudulent purchase for in-store pick up in another state. Because they could not change my email address in my account, I received the email. I notified my bank and Dicks withing 4 hours of charge pending (not yet picked up at location) and reported it as fraud as I did not authorize the purchase. I spoke with ****** in fraud department at Dicks who assured me it would be canceled, marked as fraud and would not be allowed to be picked up. The next day I received an email order was in fact picked up. I called Dicks again and said it should have been canceled but they said it was still showing fraudulent and the charge would fall off. My bank in the meantime gave me provisional credit, as they were investigating. Dicks sent my bank a letter stating I authorized the purchase and picked up when in fact it's a different name on the pick up and order not matching my bank account/debit card or the dicks account online. And it was reported as fraud within hours of being placed before even getting picked up. I expect a refund in the amount of the order as it wasn't authorized and their lack of security put my account at risk ti be hacked. Which it was.

  Business response

  09/20/2024

  Dear BBB,

  A fraudulent order was placed, and we were unable to prevent the order from being picked up. We are actively assisting this athlete on this claim with their financial institution and are waiting on a response regarding this claim.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought DICK'S Sporting Goods Bucket of 12" Softballs - Dozen. This is dick's brand on May 25th 2024. After we bought this for my daughter, she used this ball for practice. Just small 11 years old girl used it less than 2 months but most ball became oval shape like I attached the photo. Then my daughter was in Japan during summer vacation. Then we were very busy and brought these to store on September 2nd. According to the store, they can just keep the data within 90 days. (7 days past but we were in Japan more than a month). So we chatted from their website and got approval for refund. (See the attached). Then we went to store again and they refused because they cannot access the system. I chatted again but they say I need to go to store again. And I asked them to let me talk with quality department but they said they do not know the phone number. My hope is that for the their brand, they need to commit their quality and it should be refunded. If my daughter uses this ball, she might be injured. If this is not good quality, they should recall these lot items.

  Business response

  09/16/2024

  Dear BBB, 

   

  We have reached out to our athlete to reach a mutual resolution and we ahve not received furhter contact at this time but we will continue to try and resolve with our athlete moving forward. Please note that they can also contact us at: ###-###-####.  
  
  Sincerely,  
  
  DICK's Sporting Goods 

• Initial Complaint

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  ON 08/30/2024 I PLACED AN ONLINE ORDER FOR A **************** FOOTBALL JERSEY VIA AFTERPAY. THE ORDER CAME QUICK(08/31/24) SO NO COMPLAINTS ABOUT THAT. ON 08/31/24 I NOTICED YOUR SITE HAD A HUGE SALE ON THE SAME **** SO I PLACED ANOTHER ORDER AND PLANNED TO RETURN THE ONE I RECEIVED. I CHOSE TO GO IN PERSON SINCE THE STORE WASN'T TOO FAR AWAY. I WENT TO THE *************, ******** LOCATION. THE CASHIER QUESTIONED MY RETURN AND I EXPLAINED THAT I PURCHASED IT VIA AFTERPAY WHICH SHOULD HAVE SHOWN WHEN I PROVIDED THE ORDER NUMBER. HE PROCEEDED TO TELL ME I NEED TO PLACE THE CARD USED IN THE CARD READER. I EXPLAINED AGAIN THAT IT WAS AN ONLINE ORDER VIA AFTERPAY AND I DO NOT HAVE PHYSICAL CARD. HE THEN STATED HE WOULD HAVE TO ISSUE AN STORE GIFTCARD. I EXPLAINED I ALREADY REORDERED THE **** AND HAVE NO USE FOR A GIFT CARD. I AM NOW LEFT PAYING FOR 2 AFTERPAY ORDERS AND A GIFTCARD THAT SERVES NO PURPOSE.

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two items on September 6. On September 10th i went to return one of the items and was told i could not get the refund back on my original purchase only on a gift card. Confused, I agreed with the employee and allowed them to return the product. I informed the worker that I interested in ordered a pair of sneakers online and was told he could help. I asked if the gift card could be used online and was told yes. While we tried to place the order, he then informed me that the gift card could now be only used for in-store purchases. The back of the original receipt states returns with an original receipt will receive a refund based on the inital form of payment.

  Business response

  09/24/2024

  Dear BBB,  
  
  We are sorry to hear this. We were unable to contact the athlete after reaching out several times. If they have any other questions or need further assistance, they can reach out to us at ************.  
  
  Sincerely,  
  
  DICK's Sporting Goods 

• Initial Complaint

  09/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On July 23, 2024 I placed an order on-line for a pair of tennis shoes. The order #********* was for: Ghost 15 Women's Vista Blue/Peacoat/Linen US(M)/8.5/D - Wide × 1 . I paid with a credit card - Subtotal $19.99 USD Shipping $8.99 USD Total $28.98 USD I have never received the shoes.

  Business response

  09/13/2024

  Dear BBB,

  We reached out to Ms. ********** and explained that the order number provided is not a valid Dick's Sporting Goods order number and that the order most likely was placed via a link to a fraudulent site. We advised Ms. ********** to reach out to her financial institution for assistance moving forward.

  Thank you,

  Dick's Sporting Goods

  Customer response

  09/13/2024

  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.
  
  It was on a Dick's Sporting Goods Instagram site.  I have attached the receipt information.

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

  Business response

  09/24/2024

  Dear BBB,

  We reviewed the attached order information that the customer provided. The website that the customer placed the order with - via a fraudulent link is in fact a fraudulent website that is not affiliated with Dick's Sporting Goods. We again advised them to reach out to their financial institution for assistance moving forward regarding any charges. 

  Thank you,

  Dick's Sporting Goods

*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. ↩