COLUMBIA, MARYLAND -- The electronics on my $1149 elliptical stopped working after I had it for a little over three years. I remembered purchasing a warranty but it had been so long that I did not remember the details of it so I called Dick's No Sweat Warranty and asked if the warranty was still active. They looked up the model of the elliptical and informed that it was no longer active, that it had expired last winter.
Now for the math... I purchased the elliptical in November of 2005 with a 3 year extended warranty. The model had a 1 year manufacturer's warranty. The Dick's No Sweat warranty representative said that her computer showed that the manufacturer's warranty was only 30 days. She also stated that the extended warranty that I purchased started when the manufacturer's warranty expired. Therefore my extended warranty expired in December of 2008. So I pointed out to her that the manufacturer's warranty was actually a 1 year warranty. She said that she would need to verify this with the manufacturer.
So I actually held on the line while she did in fact verify this, it was amazing! There was a problem but they fixed it so quickly, I was overjoyed! Then she said that she couldn't put in a ticket for the repair until it was changed in the system, which would take 3-5 days. I thought that was fair so I waited... and I called after 8 days. No dice, the computer wasn't updated, another ticket was put in, I waited 3-5 days. I called again, still not updated, another ticket was put in, another 3-5 days was waited. I called again... same thing!
Finally I called today (after waiting 3-5 days since the last phone call of course) and was told that everyone I spoke to before was wrong, the extended warranty started the day I bought the elliptical... who would buy that! I argued... I pointed out that everyone I spoke to before said the exact opposite... I asked for a copy of the policy and was denied... I wasted a month waiting and being lied to. The representatives at Dick's No Sweat Warranty are incompetent and they'll say anything to get you off the phone as long as they don't have to deal with you. Save your money, go somewhere where they honor their warranty!
CUMMING, GEORGIA -- I decided to purchase a shotgun at Dick's. I filled out the paperwork for a background check. I shouldn't have had to do that to start with because I have a carry permit but the salesman said it was store policy. He came back and said the computer system was down and that it would take a couple days and he or someone from the store would call me when the background check was approved. I waited Two weeks then gave up. During this time I purchased another gun at a local gun store in my town. (It took 5 minutes and no background check, since I have a carry permit).
I waited another week and went to Dick's today. I asked the clerk to check on the status of my paperwork. He said he couldn't find it and that it probably had been shredded. This Kid was the worse sales clerk I had seen in a long time, terrible attitude and acted like he would rather be somewhere riding a skateboard than working a real job. (very immature and unprofessional) I thanked him for keeping me informed on the status of the background check. And informed him that they just lost a customer. I purchase a gun last year at Walmart, before I had my carry permit. It took a total of about 15 minutes for my background check and purchase all total.
Apparently Dicks doesn't care about selling guns at all. If they did, they would not require the background check for people who have already been through one. Not to mention the fact that they couldn't pick up a phone and keep me informed about the progress of the background check. Dick's could have made an easy sale, even after waiting a week I was still willing to make the purchase. But after three weeks and no phone call plus missing paperwork, and the attitude of the clerk, I'm finished with Dick's. I have friends who have had similar experiences at this same store In Cumming Ga. Glad I'm not an investor in this company!
ESCONDIDO, CALIFORNIA -- I had a horrible experience at Dick's When I made my Black Friday purchase. The cashier told me I had earned a $20 gift card because I had spent $100 or more. Cool! I just had to return on 11/28 to get the gift card. She also said I could return and re-buy the purchase and apply the gift card toward it. When I returned, the manager said the cashier had given us the wrong information (she said it several times to my wife and I when we made the purchase). We had to spend $100 before tax; we spent $99.92 before tax and after coupons. I was furious and they refused to do anything about it or honor their word.
After sending out several emails because I could not get ahold of anyone at the corporation, and contacting the Better Business Bureau, the district manager for the San Diego area, ** called me. He was very apologetic for the total lack of customer service received and for the inconvenience. He offered me a $50 gift card without me asking, and asked if that would make things right. I happily accepted. He also said that someone from corporate would be contacting me who also got one of my emails, and that they may also do something to remedy the situation. His offer was totally independent of theirs.
Their "customer engagement manager" offered me $20. Well... I got the $20 one, but the $50 gift card never arrived, even though ** took down my personal information. I email him and rather than him responding, I got an email and call from the person at corporate. She basically said: ** spoke too quickly and we cannot send you the $50 gift card, your troubles are not worth that much. I argued with her but she refused to stand by the company's promise. They lied to me again, even when trying to remedy another situation that came about because of their dishonestly!
Well, I am alerting the newspaper, using social media, telling the local little league (I am on the board), and everyone I know (you know a lot of people in a city after your father is a city official for 42 years and you're born and raised there) - they will lose far more than $50. Bad business. But, you mess with the bull, you get the horns. PS - when I called ** back to discuss with him, he hung up on me... Sport Chalet here I come.
WEST SPRINGFIELD, MA, MASSACHUSETTS -- I went to purchase a Stoeger Condor shotgun from Dick's Sporting Goods located in West Springfield MA. Waited 15 minutes for a sale assistant to offer assistance and I was the only customer. I actually had to go to the front of the store to request that someone help me. The individual that helped me could not offer and advice and knew nothing on the item. I wanted to purchase it and was informed their firearms approval system was down. I came back a week later and also had to wait about 15 minutes for someone so that I could tell them I wanted to purchase this shotgun. Again I was informed their approval system was down.
I returned the next day and had to wait again for help even though I was the only customer in the hunting lodge. Told the representative I wanted to buy the shotgun and he stated there was nobody working that had the proper training approval to sell me the shotgun even though there were three employees working in that department at that time. During the time this was happening I had tried to call the store three separate times before driving there to confirm if their approval systems was functional, but every time the call was transferred to the hunting lodge I was left on hold for 15-30 minutes and eventually hung up.
The manager stated if the systems are down then they are down for everybody in the state. I informed him I had called a different Dick's store about 20 miles away and they stated their systems were functional, but that they did not have the shotgun in stock. This is very bad management of a store and poor way to deal with the people who have been returning customers over the years. In addition there wasn't one person working there in any of the times we inquired who knew anything about the product. How can you sell any firearms when none of your staff is approved to sell them? POOR!
After the first order was canceled by Dick's, I called their customer service. Usually when I order an item the site will let me know immediately if the item is out of stock or on back order. They don't do that. I also didn't have the option of being notified once the machine should be available. The rep asked me if I wanted to order another machine but I didn't since this was the one that I had tried out at the store. I told her I would go back to the store.
Due to the price we decided to buy the similar E900. Since it wasn't too heavy we would pay for the machine and come back the next day to pick it up. No, per store policy we could not pay but they would hold a machine and we could pay for it the next day.
Since we already had a bad experience ordering from your website we declined that transaction since its a 45 minute drive. We had no intention of driving back the next day with the possibility of being told "we're sold out". Store clerks repeatedly pointed out that they have no connection to the website. I wonder why.
I called the website rep and tried one more time to order the machine since it was advertised for sale on the site. The rep ordered the item again but agreed it didn't mean I would actually get the item. He gave me a 10% discount but I still didn't expect to get the order filled. Got the usual "ordering being processed" email. I received another email stating they had billed and shipped the warranty.
The next day I received an email letting me know they again canceled the order for the elliptical since they didn't have one in stock. How on earth can you sell me a warranty for an item you won't sell me? I have never encountered such a situation. I am disgusted with the way this company works. My experience with the store's staff was negative and the phone rep was no better with his answers. I don't expect to see a charge on my account for a useless warranty.
MANASSAS, VIRGINIA -- For Easter I purchased five brightly colored Nalgene water bottles for everyone in my family, we play a lot of sports, from Dicks. Only to find out a month later the dangers of BPA water bottles. These were the exact type of water bottles that I had purchased. I also had previously purchased three "Life is Good" water bottles from the same store, also BPA water bottles, that we used often over the past years. In reading the health impacts, I personally have experienced these. I contacted Nalgene and they said I had to return the water bottles to the store.
I tried to return them to the store in Manassas, VA where I purchased them and they told me to call customer service - 1-800-690-7655 and they would instruct me as to where to return them. I called the number and the supervisor that answered informed me that they would not take the water bottles back and she had no further help to provide me on the topic. She didn't even suggest other alternatives that I could pursue. She was absolutely no help at all.
I then discussed with her a second issue that I had come across in searching the Dick recalls and that is three lazy loungers that I purchased at the store and had followed the instructions for (calling 1-866-500-4982 several times, no one ever answered and e-mailing DicksLazyLounger@rankam.com and no one ever responded). Again, the supervisor was absolutely no help. She gave me the number to call that I had already called many times. I asked her if she was actually going to do something about any of this being that she was customer service and she said "no".
I said that I wanted to escalate and talk to her supervisor, and she said she was the supervisor and I could not escalate the matter. I asked her for her name, that I won't repeat here due to the Terms, and she would only give me her first name. I would like some action taken. I want all seven of the water BPA water bottles I have (one was lost by one of the kids) to be accepted by Dicks and given store credit. These water bottles are very expensive. And I want the appropriate safety kits sent to me for my three lazy loungers that have been recalled by the store.
We ordered 2 Currie electric scooters on December 14 with the guarantee of holiday delivery. I have 2 boys 6 & 7 who these were top on their Santa list... On December 22nd, I called Dick's looking for these as I was told they would ship by the 18th at the latest. They told me sorry that they had just left today and will not arrive in time for Christmas. Needless to say, I was furious and hurt that my children were not going to get what they asked for from Santa... After explaining to my 6 & 7-year-old about the whole no Santa thing and listening to them cry. Christmas came and gone... I called Dick's on the 26th asking for an approximate date of arrival.
The tracking info for me they gave me was a number that did not register in FedEx. I called FedEx and was told this number is invalid. On the 27th, the number registered in their system. Dicks did not ship my item until the 27th after lying to me one several occasions telling me they were shipped on the 22nd!
Upon arrival of my 2 scooters January 6th we assembled them, charged the batteries, my boys loved them. Drove them for 3 hours and they were both broke! I immediately called Dick's again to tell them I will be returning these for replacements. They told me I would have a call tag in my email within 24 hours... another lie! So 3 days later I called again and was told that they would upgrade my scooters and get UPS out right away to get these for me...
I called UPS on the 10th of January and Dick's has yet to call for a pickup... I offered to pay to return these myself, they refused. So far I have called Dick's a total of 18 times... Still with 2 broken scooters. They have been paid... They gave me 15% back and a refund on my shipping! I am now going on just about a month with no answers... To this day I have been told 5 times someone would call me back and I have yet to receive a reply.
My suggestion to you, unless you like being lied to and receiving less than professional customers service, do not buy from Dick's Sporting Goods! I am also filing a complaint with the Better Business Bureau and my local news is going to air this on their consumers beware segment.
SYRACUSE, NEW YORK -- Dick's ran a "Lifetime Dry Feet Warranty" on Walter Hagen golf shoes. Since I generally play golf in the morning this sounded very intriguing to me, so I went down to the store. I first spoke to the salesman - he verified the story. So I asked what I had to do to get replacement shoes when they leaked. He said "...just bring the receipt and the shoes in and get new ones...for your lifetime...no paperwork". I said, "This is too good to believe. Can we get the manager to verify that position." He said sure. The manager came over and verified the position. I said sold, I don't care how much they are with that warranty and Dick's and Walter Hagen standing behind it. In the sell mode I believed them.
Needless to say they leaked... I took them back... they gave me new shoes. Then these leaked... I took them back. Dick's refused to give me replacements. They gave me an address to write to corporate. Corporate verified the position and a cold woman followed up with a phone call. They then claimed that the warranty was only on the lifetime of the first shoes.
In small claims court Dick's produced a warranty that said the lifetime was for the life of the shoes. But they did not say that warranty was in the store, available to me and in effect when I purchased the shoes. But the ruling went for them. I found out that Dick's purchased Walter Hagen between the first and the second time that I went for replacement shoes. Surprise... surprise. Do we need to get together on a class action suit??
BRANDON, FLORIDA -- I purchased a "no-hassle replacement plan" for my Minn Kota trolling motor earlier this year. My motor stopped working and I filed a claim with them. I have had a warranty replacement request open for months now and have yet to receive the replacement card. At first they said that the request was lost in the mail and that it would take 30 days for them to stage it as "lost" and could then issue me a replacement card. Once the 30 days passed they said they were going to send it.
I received a call a few days later stating that I had to resend them "proof of purchase" again because they had to have proof that I purchased the item (How would I purchase the warranty without purchasing the item?) I ended up sending the 2nd proof of purchase and the UPS tracking system shows it as received on September 27th, 2011.
I called today, October 18th, asking where my replacement card was and they said they never received my proof of purchase and they will have to wait the 30 days again to mark it as "lost" to issue me a card and that it would be sent out 10-15 business days after the 30 days are up, as long as I call them again on October 21st to inform them I have not received it. They told me there is no option for them to expedite the time line no matter what the issue. THEY DON'T CARE ABOUT THEIR CUSTOMERS. THEY HOPE YOU GIVE UP AND THEY NEVER HAVE TO SEND YOU A REPLACEMENT CARD.
ALCOA, TENNESSEE -- I coach two of the local high school soccer teams and they gave me a Dick's gift card this past Christmas. I purchased a pair of Asics shoes. They have been great until the other day when I noticed the entire bottom was coming unglued from one shoe. This was 6 months after buying the shoe. They have never been run in, never been wet. They are used for total casual wearing. They look nearly brand new. I called Dick's and asked what to do, they said it was past 90 days so there was nothing they could do. I would have to send the shoes back to the manufacturer. Of course that leaves me with no shoes. They said they were sorry, but that was not their problem.
I e-mailed the corporate office and got a canned response that did not even deal with my concern. My soccer players spend about $10k with Dick's each year on gear the school does not provide. Guess where I will not send them from now on? The lack of concern or caring makes this the worst customer service experience I have ever had. Don't shop at Dick's. They do not stand behind what they sell.