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Dick's Sporting Goods, Inc. Complaint - Merchandise Credit vs Gift Card
Complaint
My son and dtr in law bought my birthday gift from Dick's on May 21, 2009. Unfortunately the gift did not fit and when I went to exchange the gift, with my gift receipt from Dick's seven days later, they did not have my size. The cashier said I could either have the cash or get a gift card. I took the gift card option. I wrapped the receipt around the card and did not try to use it until yesterday when I got an e-mail from Dick's and noted that there was a one day on-line sale. I found something that I wanted to purchase and took out my "card". When I went to put in the info, I was asked for a pin number. Since there was not a pin number on the card, I called the customer service number. That was when I found out that I was given a merchandise credit (MC) instead of a gift card and that the MC could only be used in the store since the on-line site is run by a different company. The customer service people I spoke with from the web site were very nice but I was told there was nothing they could do and to call the store and they also gave me the corporate customer service number and suggested that I call them. I called the store was told that I would have to go to the store. Today I did follow up and call Dick's corporate customer service. The person with whom I spoke, Mary Jo, was rude, argumentative, talking over me while I was talking, would not let me speak with a supervisor when I asked to repeatedly, and ultimately hung up on me. When I called back, spoke with Michele, who when she found out that I just spoke with Mary Jo, behaved in the same fashion. In the current economical crisis that we are in, I cannot imagine any company going so far as to alienate a customer then Dick's did.
Not only will I not shop at Dick's, I requested that I be taken off their e-mail list, but I have requested that my family not buy anything for from Dick's again. Dick's has lost me as a customer and although I am but one person, if this is how Dick's treats their customers, in time it will have a ripple effect and they will lose others.
Not only will I not shop at Dick's, I requested that I be taken off their e-mail list, but I have requested that my family not buy anything for from Dick's again. Dick's has lost me as a customer and although I am but one person, if this is how Dick's treats their customers, in time it will have a ripple effect and they will lose others.
Comments:
Posted by justthefaxx on 2009-12-08:
Yeah, your actions will probably put them out of business, not! I understand how people can be upset with their legitimate complaints but the rambling about the economy, telling all your friends, posting on all complaint boards, and calling the BBB will do nothing.
Posted by PepperElf on 2009-12-08:
this whole issue with the in-store card and the online-card being two different creatures will bring them to financial ruin.
this small company won't last another 6 months.
Posted by jktshff1 on 2009-12-08:
betcha your son and dil feel real good about the gift.
Posted by choirqueen on 2009-12-09:
I understand that I am but one person, but I am sure that many others have run into one of the two issues that I have brought up. The fact that the on-line site and the store site are two different entities is a major problem, they are not interchangeable. I was only bringing up the economy because now more than at other times people are tending to be careful about their spending and where they are doing it. There are many sporting goods stores both concrete and on-line to choose from.
Posted by ME! on 2012-12-24:
I'm having the SAME problem, there's even a number to call but they can't fix it either and the store doesn't have my size, ugghhh
Posted by Beverly on 2013-01-01:
Just went through the same thing. Spent hours yesterday running to 3 stores (all an hour from my home) as each store told me the next one had it. The last stop they looked online, said they could order it n ship it to my house. But the item wasn't even available online. Took what I THOUGHT was a gift card. Found the item online just this morning, only to find I couldn't use this merchandise credit. I have to drive back to a store n get a gift card. Absolutely ridiculous. I too am done with Dick's and will tell everyone I know!!!
Posted by Hank on 2013-02-11:
I am dealing with the same problem. It appears from the dates of these comments that no action has been taken to resolve this complication over the past 3 years.
Considering the limited in-store selection when compared to the website, it is very frustrating to not be able to use the merchandise card online. I am stuck with a merchandise card that I can't use for the product I want.
Having a physical location has a lot of benefits, but the physical store/online store relationship should be streamlined.
If you know there's a wider selection online, then why would you choose only from what's offered in-store? (Furthermore, why not use Amazon, etc. where you almost always find a better deal?)
Once I spend this "in-store only" card, I will probably not be back to Dick's for quite some time.
Considering the limited in-store selection when compared to the website, it is very frustrating to not be able to use the merchandise card online. I am stuck with a merchandise card that I can't use for the product I want.
Having a physical location has a lot of benefits, but the physical store/online store relationship should be streamlined.
If you know there's a wider selection online, then why would you choose only from what's offered in-store? (Furthermore, why not use Amazon, etc. where you almost always find a better deal?)
Once I spend this "in-store only" card, I will probably not be back to Dick's for quite some time.
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