ComplaintsforDick's Sporting Goods Inc

• Initial Complaint

  08/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I just had the strangest chat interaction with one of your employees. Please see attached. This person was SO dismissive throughout the chat and if I would not have pressed that employee for my refund... I would have just given this company money on GP. I placed an order using the Apple option. I was not able to give the hidden email address and she was ready to end the chat AFTER I expressed that the delivery photo was not my front door. I asked for the chat to be escalated. It was not. I gave the order number and told that employee that it had to be another way for the order to be pulled... My billing address and phone number were only asked for then and all of a sudden the order appeared. First I couldn't get a refund. I told that employee that I did not have any shoes, was out of the cost of the shoes, and it felt like theft. I also sent a photo of my front door that did not match the delivery photo from FedEx. I told the employee that I had been in contact with the delivery company and they told me to contact Dick's. A replacement was offered, I declined, said I wanted my money back, asked to be transferred to a supervisor again, and was not transferred. I then mentioned I would file a complaint with the BBB if I did not get my money back and asked to be transferred again. What is your escalation process? I'm curious. I asked to be transferred 4-5 times and it did not happen. I got my own refund back by not giving up, I don't even work for this company, and was then chastised at the end of the chat after receiving this statement, "As per coordinating here, I am pleased to inform you that we can provide you a refund for your order as a one-time courtesy for tis concern. Moving forward, we recommend to try using an alternative shipping address, place an instore-pickup order or shopping instore where our store associates will happily assist you in purchasing!" Where did you all get this human from, because I have NEVER... Why treat paying customer's this way?

  Business response

  08/12/2024

  Dear BBB, 

   

  We are so sorry to hear about our athletes recent experience and not receiving their refund. We reached out to our athlete and apologizied for this inconvenience and also ensured they were aware that a full refund was processed on 8/10/24. If our athlete has any further questions or concerns, they can reach us at: ###-###-####.  
  
  Sincerely,  
  
  DICK's Sporting Goods 

  Customer response

  08/12/2024

  ...

• Initial Complaint

  08/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 7-29-24 my teenage African American son was at Dick’s store shopping for a Stanley cup as a gift for his sister that had just graduated from college. ***** found a cup and actually asked one of the employees about a different size and they didn’t have it so he was just going to purchase that one. He did notice that several employees were watching and communicating with each other but he continued to shop. There was another group of African American teenagers there as well. And when my son ***** was on his way to the check out to purchase his merchandise all of the teenagers were approached by police officers including my son and was told that they were suspicious and they were asked to leave. One of the employees stated that they saw one of the teenagers from the group removing stickers from merchandise. But my son was not with the group and was racially profiled because they assumed that they were all together. One of the employees actually looked at the cup that my son had and commented that all the stickers was still on but he had to put the merchandise down and leave. This type of treatment will not be tolerated and I will not stop looking for answers until I hear from someone within the company and they explain why he was treated that way. I called and filed a complaint with the company the same day it happened and I still haven’t heard from anyone.

  Business response

  08/09/2024

  Dear BBB, 

   

  We are so sorry to hear about our athletes recent in store experience and our specialized team has already reached out and assisted our athlete with this and addressed their questions/concerns. If our athlete has any further questions they can reach us at: ###-###-####.  
  
  Sincerely,  
  
  DICK's Sporting Goods 

  Customer response

  08/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept the response that the situation is being investigated.
  
  Regards,
  
  ******* ********

• Initial Complaint

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for sneakers online. I paid using Afterpay and when I went to try them on, I didn’t like them. I went to the store and tried to return them and they told me I had to get a gift card instead of getting my money back on my card. The employee then told me, and even if you ask a manager, he will tell you the same thing. I just wanted my money back for something I bought And not a gift card. I did take the gift card because I had no other choice, but I have not used it and would definitely like my money back instead of using the gift card.

  Business response

  08/08/2024

  Dear BBB,  
  

  We are sorry to hear about Ms. *******'s frustration with her experience at Dick's Sporting Goods.  I have reached out to her and let her know that we're happy to refund her in a different other than the gift card she received for her return. If Ms. ******* has any other questions, she can reach out to us at ###-###-####.  
  

  Sincerely,  
  DICK's Sporting Goods 

  Customer response

  08/11/2024

  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

  07/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have an item/package that has been missing, I have been contacting dicks sporting goods every day for the past 7 days and no one can help me, I’ve spoken with representatives and managers an item that is worth $55, I was told to go to the store because the store might have done an error, I went to the store and the store was closed because there systems where down, long story short, this is so simple and I know dicks sporting goods can fix it but they refuse, there workers are unprofessional, rude and incompetent, to take an hour of my time every day and nothing has been done about this is mind blowing, I’ve spoken with fedex myself, I’ve done everything possible to help, I just received an email from a rep and said your package has been scanned on 7-19-24, still no delivery date, package was in California now headed towards Ohio, headed the complete opposite direction, I want my package/item and something in return for the inconvenience and wasting my time and gas, I suggest dicks sporting goods train there employees better for situations like this, this is mind blowing for a package that is paid for and the audacity these employees have taking hours upon hours like if they are solving a murder/ investigation, it is simple, package is lost/missing/ late, I paid for it, don’t waste my time or other customers/athletes time, be professional and fix the issue quick, I also forgot to mention, this is my kids birthday gift that was on 7-15-24 and item was suppose to arrive 7-13-24, oh but wait I’ve explained all of this very nice and patient to several representatives and managers and absolutely nothing has been done, one manager blamed me because I applied a coupon in store because I had no other choice because the coupon was in store only and they didn’t want to apply it online or over the phone, so now the item shows returned in the system, the package is late, lost, missing, fix this.

  Business response

  07/25/2024

  Dear BBB, we are so sorry to hear about our athlete's disappointment with their order. After further research and by cross referencing the FedEx tracking number provided by the athlete, we were able to locate the online order associated with this which was for two pairs of shoes. We see that both of these shoes were returned by the athlete on 7/12/24 in store and were exchanged for two new items along with a monetary refund of $35.58. Please see details below showing the return of both items along with the refund that was provided. This athlete has a history of receiving refunds and credits on many online orders and at this time, no further discounts or appeasements are able to be offered and if this athlete has any further issues with an online order, we highly encourage them to shop with us in store moving forward. Moving forward, if any further assistance is required, the athlete can reach us at ###-###-####.  
  
  Sincerely,  
  
  DICK's Sporting Goods 

   

   

  RETURN
  2:39 PM
  Nike Men's Alpha Huarache Elite 4 Metal Baseball Cleats19*********1
  -37.49
  
  Nike Men's Alpha Huarache Elite 4 Metal Baseball Cleats19*********4
  -37.49
  
  Nike Men’s Alpha Huarache Elite 4 Metal Baseball Cleats19*********1
  23.74
  Price 79.99
  Price Override 47.49
  50% Off (-23.75)
  Nike Men’s Alpha Huarache Elite 4 Metal Baseball Cleats19*********4
  18.74
  Price 74.99
  Price Override 37.49
  50% Off (-18.75)
  

   

   

  Subtotal-32.50
  Tax-3.08
  TOTAL$-35.5

• Initial Complaint

  07/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a pair of Hoka shoes on a dicks website that were clearance for 22.99 and 6.99 for shipping total 29.98 on 5/14/24. They included a shipment tracker that was never working. 6/17/24, I reached out to the support email provided and they sent a tracking device and mentioned that it should arrive in 15-30 days. The tracking device does not work to see where the package is located. I reached out again and got a response on 6/28, it was just an apology and go track the package even though its not working

  Business response

  07/31/2024

  Hello,

  We have reached out to the customer and explained that this purchase was placed through a website not affiliated with Dicks Sporting Goods family of stores. This was determined by looking at the images submitted by the customer. The customer has been advised to take precautions with their financial institution.

  Thank you

   

• Initial Complaint

  07/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 2 pairs of converse shoes and tried tracking the order and couldn't. never received my order. Emailed the company with no answer. I believe this is not the company it represents to be,because my order was coming from China and dicks is a US. Company. It's been 3 months with no answer and no product

  Business response

  07/25/2024

  Dear BBB,

  The purchase in question was made on a fraudulent website that appeared to be from Dick's Sporting Goods. I advised Ms. ******* to reach out to their financial institution to file a dispute for the charges as well as monitor the account.

  Thank you,

  Dick's Sporting Goods

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I AM BEING HARASSED MULTIPLE TIMES A DAY WITH THESE EMAILS FROM DICKS. THESE EMAILS NEVER END AND I HAVE NO WAY TO STOP THEM AS THERE IS NO UNSUBSCRIBE BUTTON ON THESE EMAILS. I HAVE NO IDEA IF THESE EMAILS ARE FROM DICKS OR SCAMMERS. ALL I KNOW IS I WANT THEM TO STOP AND AM UNABLE TO DO THIS. THE EMAIL HOUNDING IS NEVER ENDING. THE EMAILS WILL NOT ALLOW ME TO COPY THE IMAGES HOWEVER I AM SENDING AS MUCH INFORMATION AS I AM ABLE. You have won an Yeti Crossroads Backpack ! Dicks Sporting Goods Unlocked 10:42 AM To ********@*******.net Yeti-Crossroads-Backpack-Customer-Gift

  Business response

  07/25/2024

  Dear BBB,  
  
  Unfortunately, these emails are not sent from DSG. Our IT team is actively working on this issue. 
  
  Sincerely,  
  DICK's Sporting Goods 

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to formally express my deep dissatisfaction with the service I received at your [specific store location] on July 9, 2024. My recent experience with a female employee during an item return was extremely disappointing and has raised serious concerns about the store's adherence to company policies and customer service standards. On July 7, 2024, I purchased an item from your store. Upon opening it, I found that the sizing was too small, and I decided to return it for a larger size. However, during my visit on July 9, 2024, at store opening time (9:00 AM), I was met with unwarranted rudeness from a female employee who deemed the item “used” simply because it had been opened, despite my clear explanation of the situation. According to the employee, this specific store location had a policy that contradicts the return policy stated online and in-store, which made no mention of such a restriction. Unsatisfied with this explanation, I returned to my vehicle to review the return policy further and confirmed that my purchase was indeed eligible for return. When I re-entered the store to request to speak with a manager, the same employee informed me that the manager, Ryan, refused to come out and speak with me. I overheard the employee misrepresenting the situation to Ryan, claiming the item was not “resalable” and exaggerating the condition of the product. This false narrative was deeply troubling and suggested a severe lack of professionalism and integrity. Following this, I contacted customer service from my car. The representative I spoke with was surprised by the store’s actions and confirmed that the company’s return policy should apply universally. He attempted to resolve the issue by calling the store directly, but the female employee refused to transfer the call to the manager or a supervisor. Ultimately, the representative apologized and suggested I try returning the item at a different store, where I successfully completed the return without issue.

  Business response

  07/25/2024

  Dear BBB, 

   

  We are so sorry to hear about our athletes store experience concerning a return as stores do have the discretion to accept or reject returns based on the condition of the product however we are happy to know our athlete was able to ultimately find a resolution to this matter. We have also reached out to apologize for the confusion. If our athlete needs any further assistance, they can give us a call at ###-###-####.  
  
  Sincerely,  
  
  DICK's Sporting Goods 

• Initial Complaint

  07/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a soccer jersey from the Dick's Sporting Goods online store which was in stock and supposed to arrive in around 2 weeks. It was already a month and I had gotten no updates except that it was delayed. Four more months go by and I got the same email saying it was delayed probably 3 more times, but at this point it had been five months and gotten completely absurd. So I finally contacted Dicks and the online support said the same thing, that it was just delayed. Then one week later, I get an email saying the order was cancelled. Having to wait 5 months for an order that eventually just got cancelled with basically no insight or communication as to why, which I still don't know, is horrible. I'm probably never going to shop at Dick's again.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried to order something through this company with a gift card for mothers day and had to return it do to getting the wrong size. I have been trying unsuccessfully to recover the value from this gift card that was refunded for months now. I have reached out to them multiple times. I have been told they will mail me a new one and months later they still have no returned any of the original value that was on the gift card to me and have made me jump through several hoops just trying to get a new one mailed to me. Same story every time from them. "We mailed it" yet when I check with usps they have no record of such a thing ever happening. I believe it's a way to get customers so fatigued from trying to recover what is rightfully there's they eventually give up and dicks gets to keep whatever money was loaded on that gift card.

  Business response

  07/25/2024

  Dear BBB,  
  
  We are sorry to hear about this experience. We have researched and addressed their concerns internally.

  
  Sincerely,  
  
  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. ↩