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Thread: Dick's Sporting Goods: Bad Experience

  1. #1
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    I just want to relay a terrible experience I had at Dick’s Sporting Goods a couple months ago.

    Dick’s had their Remington UMC 9mm on sale, so I went in to purchase some. The first time I went there, they were out of stock, so I asked for a rain check (in Michigan, stores are generally required by law to provide rain checks on advertised items). The clerk told me that, “Dick’s doesn’t give out rain checks on ammunition.” Being formerly in retail myself, I know that there is a law in place requiring them, and told him so. I also told him that there was even a case where one company was taken to task by the state’s Attorney General’s office for just such a matter. The clerk responded by stating, “Dick’s doesn’t care, they’re so big they’ll just ignore the AG.”

    I didn’t argue with the guy and went home to do some research. I called the AG’s office, and asked told them my understanding of the law, and asked if I was correct. I was told that if there were quantity limits (such as “5 per store”), then they didn’t have to give rain checks. I double checked the ad, and saw no such limits. I then asked if there were any exceptions for ammunition, for which I was told no. They then asked me which store I was having problems with, and what had happened. After I told them that Dick’s wouldn’t give a rain check for ammunition, the AG person told me to file a complaint on line. I thanked the person, and hung up.

    Before filing the complaint, I wanted to be sure that the advertisement didn’t say anything about the issue, and also give Dick’s a chance to rectify the issue, so I went back again. This time, when I asked for a rain check, I was also told “no”. I then asked to speak with a manager who told me the same thing. I told here that it was state law, and she replied that it was Dick’s policy. At this point, I was satisfied that they would not give me a rain check, so I ceased pursuing the issue on that matter, and instead asked if she (the manager) could tell me if the add mentioned anything about this policy of theirs. She looked only part way through the add before telling me that she didn’t know. I then asked her if she could find someone who did know if it was stated in the add. She again told me that it was Dick’s policy and that I could call corporate about it, to which I replied that I understood that, but that I really wasn’t concerned since I would just let the AG’s office deal with that matter, “I just wanted to know if it said so in the add”. She started to appear as if she thought I was upset (don’t know why, since I was very calm and friendly), so I reassured her that I was not upset or angry, but just wanted to know if the add stated this policy. (If she, or anyone else had been able to show me such policy within the add, then it would have been a dead issue for me, since I felt that it would have provided an exception to the law. This was the main reason I’d returned, but also wanted to give them an opportunity to make right while I was there). Her response to this was that there was a District manager there, and she would ask him if I would like. I said yes, and she went to ask.

    When she returned, she told me that, “My District Manager is in a conference call, so he can’t come talk to you, but he said there is no such law, and that we aren’t to give rain checks.” When she said that part about him saying that such a law didn’t exist, I couldn’t help but laugh, and then said that, “well, that’s fine, but did you ask him where it says the policy in the add?” (I hadn’t even asked her to inquire about rain checks, but had asked her to inquire about if it was in the add.) She then said that he hadn’t commented on that, so I requested that she find out (all I wanted to know was if I had missed something in the add when I’d read it the few times I had. Some of that print is pretty small.) So, she went back again, and this time, the District Manager himself came out.

    Before he even got to me, he started yelling at me in a very confrontational and rude tone, “SIR, IT’S COMPANY POLICT TO NOT GIVE RAINCHECKS ON AMMUNITION. HAVE A NICE DAY!” I responded (calmly) by saying, “you don’t have to give me an attitude, I understand Dick’s policy, I just want to know if it’s in the add.” (By this time, other customers in the areas had started to turn and watch).]He then yelled (in the same abusive manner), “HAVE A NICE DAY SIR!”, and started walking away. I then asked, “Well, can you tell me if it says so in the add?”, and he again Yelled, “HAVE A NICE DAY!” without even bothering to stop and face me when he spoke to me. I then asked for corporate’s number to which he replied (over his shoulder as he was walking away), “She wrote it down for you. (He did this while briefly pointing at the counter as he was walking away from me)”. I replied, “Thank you, that was totally uncalled for.”

    This whole time, when dealing with these people, I was completely calm, and tried to be as inoffensive as possible. I had no reason to get upset as I knew that the AG would take care of the matter, had I not gotten satisfaction. I even told the female manager this, so this behavior by him was completely out of line.

    I did call Dick’s corporate office to complain. However, it wasn’t to complain about their rain check policy. I knew that the AG’s office would handle that, but the ordeal required a complaint]lodged against the manager’s ridiculous behavior. After I relayed the ordeal to the company representative on the phone, the response was, “We’re sorry about that sir. I assure you it will be turned over to the investigative team (not really sure about the terminology she used) for review.” I was stunned. “You mean a customer calls you with a report of how he was wrongly treated by your manager, and that’s all you’ve got to say?” We went back and forth a few minutes longer, as she kept trying to tell me about Dick’s policy on rain checks for ammunition, to which I also told here that she could explain it to the AG’s reps. I even expressed dismay that she didn’t even ask for a call back number to contact me by. She responded by saying that she had it on her caller ID. I then told her to not use that number, as it was my cell phone, and I usually don’t answer it. I told her that she should make sure that my cell phone number doesn’t get into their notes, and to instead enter my home phone number (which I then gave her). After that, she continued to go on about “Dick’s policy”, and I finally realized that the initial clerk was correct. They really don’t care.

    That was just before the holidays IIRC, and then, last Thursday I get a call on my cell phone. I do have someone on the other side of the state that calls me on that phone, and thinking it was they, I answered. I was quite surprised to discover that it was someone from the Dick’s corporate office asking about my “problems with getting a rain check.” Of course I had never called Dick’s corporate office with a complaint about rain checks, so I thought there must be some confusion, and told her that it wasn’t about rain checks, but the manager that I had a problem with. (Remember, I’d told the initial CS rep to not keep my cell phone number, but to instead use my home phone number). When the woman who had called me sounded confused, I asked for clarification on why she was calling. Turns out she was calling me to tell me that the ammunition that I had a rain check on was waiting for me at the store all week. She said that she had tried to call on Monday, but was unable to contact me (no wonder, since she was calling a number that she wasn’t even supposed to have). I told her that the reason she couldn’t contact me was because she was calling the wrong number, to which she stated that it was the only number she had.

    By now, I’d realized that the reason for the call had nothing to do with the encounter with their rude manager, and told her that my confusion arouse out of the fact that I had never contacted Dick’s corporate about rain check’s, but rather about the manager’s poor behavior. She didn’t seem to know anything about that, and while apologizing, stated that the ammunition would be there for me until the following Monday (today). When I asked her about the problem with the manager, she responded by telling me that that issue had been “resolved”. (She must have looked it up).

    I then told her that while I appreciated her efforts to get me the ammo (probably because they had the AG breathing down their neck) that I really didn’t care to go into a Dick’s Sporting Goods again. I told here that, “While I can’t say that I’ll never go into a Dick’s again, I can say that if I ever do, then it will be as a last resort”. She responded by saying that the ammo would be there for the next four or five days, and to give me her contact number if I had any other questions. Thanks.:X

    I hope someone else comes along to give them competition. They often have some good deals, but their service completely lacks. I was even took a friend in there several months ago to look at shotguns, and the same clerk who told me “Dick’s doesn’t care”, told my friend essentially that Mossbergs were worthless for HD. Like I said, I hope someone else comes along.


  2. #2
    Michigan Moderator DrTodd's Avatar
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    Ghostrider,

    Was this the Dick's at Rivertown?? If it is, I agree with your opinion of them; I refuse to shop there ever again.

    When it was a Galyans, I went there quite often. When I returned and saw that it had been changed to a Dick's, I went to the firearm section where I was shocked to see that they no longer carried handguns. I asked one of the employees why. He told me that Dick's does not want to sell to "those kind of people" and they preferred to sell to hunters. I told him that I used a revolver to hunt deer in Michigan, and although I think that a store can choose not to sell certain things, I didn't agree with Dick's characterization of handgun purchasers/users. I then walked out of the store and have only been back to use their entrance to get into the mall.

    So... I too hope that they either get taken over or, regrettably in times such as this, that they go out of business. Good riddance...
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    DrTodd wrote:
    Ghostrider,

    Was this the Dick's at Rivertown?? If it is, I agree with your opinion of them; I refuse to shop there ever again.

    When it was a Galyans, I went there quite often. When I returned and saw that it had been changed to a Dick's, I went to the firearm section where I was shocked to see that they no longer carried handguns. I asked one of the employees why. He told me that Dick's does not want to sell to "those kind of people" and they preferred to sell to hunters. I told him that I used a revolver to hunt deer in Michigan, and although I think that a store can choose not to sell certain things, I didn't agree with Dick's characterization of handgun purchasers/users. I then walked out of the store and have only been back to use their entrance to get into the mall.

    So... I too hope that they either get taken over or, regrettably in times such as this, that they go out of business. Good riddance...
    No, it was on 28th St.

    I've spent a lot of time in the Rivertown store, since I bought a lot of the para cord that they inherited with the Galynn's (sp?) buyout. They were closing it out dirt cheap, so I probably bought a couple thousand feet of it in various colors. The service was always bad, but they were at least friendly, instead of downright nasty like this guy was.

    In a way, it was almost funny when he realized that I wouldn't be intimidated (he was puffing out his chest, and very "in your face") by him, or let his actions dictate mine. He almost struck me as pathetic.

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    Yeah I agree Dicks' customer service and customer policies are horribly lacking. I now only go there as a last resort. Unfortunately in the Lansing area, they have the largest camping/outdoors section around so I do end up in there when I need something quick for a trip or I want to do some research on bags or tents without being interrupted by uninformed sales people. Ive even gone as far as trying on boots and then leaving to buy them online.

    The Okemos (Meridian mall) is better than the Lansing location as their staff (when you find them) seems to be a bit more experienced in the outdoors. However I did buy my Mossberg 930SPX from Okemos as they were the only ones who had it in stock and not back ordered for 2 months. The guy at the gun counter told me that Mossbergs were horrible and that's why they were cheaper than the Benelli and I would have nothing but problems. After the paperwork was all filled out and it was time for a manager to come over and verify I filled it out right, it took 45 min for her to show up and when she did I got attitude when I commented on making a customer wait 45 min for a company policy that could be taken care of after the customer left as it was not required by law.

    Personally Ill just get stuff online if I have time. If I need help or advise on a non firearm item I will drive down to the Ann Arbor REI. Except when they were realy busy I have never had an issue with REI and customer service and that is understandable. But for good customer service I guess you pay a bit more (REI is $5-10 more on most items) . Hopefully enough people will go elsewhere when they can and in this economy Dicks will either adapt with better service or be replaced.

    Btw my 930SPX has over 2000 shells through it with zero problems, even shooting reloads and white box shells.

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    Regular Member Michigander's Avatar
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    That is good to know. Dunhams has routinely denied rain checks on ammo with no disclaimer on their ads.
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    Michigander wrote:
    That is good to know. Dunhams has routinely denied rain checks on ammo with no disclaimer on their ads.
    They were giving them out like candy tonight here.

    I've had the manager at Dunham's actually dig into the garbage to get an add that ran out the day before so he could give me the sale price on an item. I thought that was above and beyond.

    If they are not giving rain checks, and it's there are no limitations in the add, then you might have a legitimate gripe.

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    ghostrider wrote:
    Michigander wrote:
    That is good to know. Dunhams has routinely denied rain checks on ammo with no disclaimer on their ads.
    They were giving them out like candy tonight here.

    I've had the manager at Dunham's actually dig into the garbage to get an add that ran out the day before so he could give me the sale price on an item. I thought that was above and beyond.

    If they are not giving rain checks, and it's there are no limitations in the add, then you might have a legitimate gripe.
    BBB hurts more than AG office . Dicks at Taylor has matched and given 10% more off on same on same adds even long guns . The one in Toledo Ohio is also very nice at least to me . Best Buy is the beast at swith and bait make then give me rain check or call and file police report for fraud !

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    I recall stopping at PortageGander Mountain when home on vacation the guy behind the counter didn’t know the difference between sling shot and a Colt Detective special in which I asked him I need 147gr JHP for. I got JHP?
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    ghostrider wrote:
    I just want to relay a terrible experience I had at Dick’s Sporting Goods a couple months ago.

    Dick’s had their Remington UMC 9mm on sale, so I went in to purchase some...
    Wow. I'm shocked at Dick's reaction - both locally and at corporate.

    Last fall I got a raincheck on some shotgun ammo for my son's Boy Scout troop. I got the raincheck (and I told them this) because I didn't know that dayhow much ammo I needed for our Shooting Sports weekend, and the ad ended that day.

    I came back a week or so later and found out that the raincheck didn't state a brand or quantity per box (I thought it was 25), and the counter guy told me it was 20 rounds per box.

    I thought for sure it was 25, so I asked if he had an old ad, but he didn't. He and I went around and around (very politely), but I ended up buying the 20 round boxes.

    I called corporate, solely to determine whether my memory was faulty, telling them the whole story. The manager called me and said that I could come in anytime and pick up an additional 5 rounds per box purchased - even after I explained to him that all I really wanted to know was if my memory was correct or faulty!

    I imagine the Boy Scout link had something to do with it, but I was VERY pleasantly surprised at the outcome.

    I wonder what the difference was in your circumstance?

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    BB62 wrote:
    ghostrider wrote:
    I just want to relay a terrible experience I had at Dick’s Sporting Goods a couple months ago.

    Dick’s had their Remington UMC 9mm on sale, so I went in to purchase some...
    Wow. I'm shocked at Dick's reaction - both locally and at corporate.

    Last fall I got a raincheck on some shotgun ammo for my son's Boy Scout troop. I got the raincheck (and I told them this) because I didn't know that dayhow much ammo I needed for our Shooting Sports weekend, and the ad ended that day.

    I came back a week or so later and found out that the raincheck didn't state a brand or quantity per box (I thought it was 25), and the counter guy told me it was 20 rounds per box.

    I thought for sure it was 25, so I asked if he had an old ad, but he didn't. He and I went around and around (very politely), but I ended up buying the 20 round boxes.

    I called corporate, solely to determine whether my memory was faulty, telling them the whole story. The manager called me and said that I could come in anytime and pick up an additional 5 rounds per box purchased - even after I explained to him that all I really wanted to know was if my memory was correct or faulty!

    I imagine the Boy Scout link had something to do with it, but I was VERY pleasantly surprised at the outcome.

    I wonder what the difference was in your circumstance
    I couldn't tell you. I could speculate that it's management at a district level, but that wouldn't explain corporates indifference. Since posting this, I have heard of both good and bad experiences from others (although mostly bad). On one board, someone said something to the effect of "you get more bees with honey than vinigar", but that's pretty much how I approach most things. If you were to ask anyone on this board who's met me face to face, I'm confident that they'd probably tell you that fits my personality.

    Based on what I've observed and read, I'd say that CS is "spotty" with them. Pretty sad that a sales clerk would tell a customer that, "Dick's is so big they don't care".

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    Regular Member Taurus850CIA's Avatar
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    The only experience I have had with Dick's was being told they quit carrying handguns because of the amount of paperwork and something about liability. I don't shop there just based on that. I'd hate to see a company go belly up in this day and age, but if you can't keep customers happy, that's going to be the result.
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