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.
I visited the Dick's Sporting Goods store located in Hoover (Birmingham), Alabama. My purpose was to purchase a full set of relaxed cloths to attend a local minor league baseball game. I was attending a military function in the town and had failed to bring civilian clothes. I verified with every sales associate I spoke with that I wanted to change at the store, pay for my goods and leave going straight to the game. Keep in mind I am in full military uniform. Everyone said it was fine, no problem, etc, etc. Until I asked for the security tags to be removed from the clothes.
This seemed to be a problem even though the Dick's sales associate volunteered to walk me, their clothes and my money to the front to make sure it was paid for completely. I explained my dissatisfaction to the front manager on my way out of the store. Then over to Academy where it seemed no problem at all and I saved $4.95 on the same shirt. All that was just the tip of the iceberg. I received an email from Customer Service that ‘my expectations' were not to be met.
OCALA, FLORIDA -- On 11 Nov 11, I was at the Dick's store in Ocala Fl. I was looking at the R11 driver. There was no one in the golf dept. There was a demo club there and I began to hit it in the golf net. A man, dressed in shorts, gruff looking, beard asked if he could help me in a stern voice. I told him no that I was just looking. He again said "can I help you" I again told him no thinking maybe he is just hard of hearing. I did ask a question about the club and he had no real answer, he again asked if he could help me. I asked him what part of no not at this time does he not understand. He said I was in a restricted area and had to be supervised while there. (Who and what was he?)
I was becoming very irritated and said that he should become more polite and get some customer service. I told him that Golfsmith does not act or say the things he did to me and maybe that is why they sell more clubs. He said I should then go there. With all the people looking for work, you should be able to do better than this person. And yes I did go to Golfsmith later in the day and I did buy an R11 Driver from them.
HOT SPRINGS, ARKANSAS -- Bad customer service and overcharged for items. This store is badly understaffed. The clerk assisting us stopped waiting on us to take phone calls and assist people who arrived after we did. He was taking care of some paperwork and said we could continue shopping for fifteen minutes and he would be ready to check us out.
When we returned, he was nowhere to be found. I had to get someone to page him to return to the counter. He had not done the paperwork. After four hours of non-customer service, we finally were checked out. After we left the store we realized that we were overcharged $20 for one item. Also, two items had rebates but we were not told what to do to get the rebates. I would recommend you shop at another store if you don't want to waste your time.
BUFORD, GEORGIA -- Went to Dick's at Mall of Georgia to replace running shoes that I had bought at Dick's two years earlier. Hardly anyone in store, no one in shoe dept. Looking at many shoes on wall by myself. Saw man watching big TV. Asked if he worked there. He came over to me and I told him I needed to replace my shoes. All he did was ask what shoes I had been wearing. He brought out the new version of my old shoes and disappeared.
Tried shoes on, but wanted to try others. The place was not busy, almost dead. No salesperson around, so I walked out. Went to Foot Locker and got some customer service, and a new pair of shoes. Walked back through Dick's with my Foot Locker bag. No one noticed, but it made me feel better. I won't be going back to Dick's.
FRISCO, TEXAS -- Adams Golf said to take it back to the store, and they will send it in for a free repair. The manager said that they could not do that and that the shafts were not warranted by Adams Golf. This is all BS, because two Adams Golf representatives said that it was under warranty. To make a long story short. GOLF GALAXY rocks and sent it to Adams Golf for a repair. My conclusion is that Dick's Sporting Goods managers are too lazy to help the consumer, and do not back the products that they sell. DO NOT BUY FROM DICK'S.
MADISON, WISCONSIN -- We purchased a $369 ping pong table from Dick's Sporting Goods on the west side of Madison, Wisconsin. They wanted $90 to deliver it, so we arranged for some friends to pick it up (big imposition) instead. We spent three hours trying to set it up and made very little progress. The pieces are very heavy, and the instructions ask for us to lift them and set them down on bars. Maybe possible to a couple of college football players, but not for anyone I know. We tried multiple times (we had four people) - and one of us experienced a back injury trying. The directions are very complicated, and we had to redo our work more than once although we tried to follow directions very carefully.
We called Dick's back and the only option they would provide was to send someone out to put it together - for another $100! Or return it, which means we would have to get friends together again and impose on them, and then Dick's of course would have to send it back to the manufacturer, all costing them more than $100 anyway. We tried to negotiate them down to $50 but they absolutely refused. Do not buy a ping pong table from Dick's (and I'm never buying anything else from them either)! This has turned into a nightmare for us, and Dick's has been completely uncooperative in trying to help us resolve the issue reasonably.
My wife and I tried to purchase a gun safe for our daughter, who is married to a soldier, in Tennessee. The listed price was $138.98. We are in Virginia. We tried to buy it on-line but the delivery was more than the item. So, we tried to buy it on-line and have my son-in-law pick it up. They would not do that. Then they made the suggestion that we buy it in Virginia and have them pick it up from the store in Tennessee. This did not work either. Each time we tried to come up with another option, their "rules" would not allow it. So, we are through with Dick's. If you shop on-line with Dick's be aware of hidden costs and inflexible rules.