Business Profile

Sporting Goods Retail

Dick's Sporting Goods Inc

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Dick's Sporting Goods Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

672 total complaints in the last 3 years.
275 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:09/15/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 09/13/23 someone illegally hacked my online account and made a purchase on a fraudulent credit card. I called Dicks Sporting Goods customer service within 45 min of the purchase, once I noticed the email. They told me that even though they knew that I did not make this purchase and it was using someone else’s credit card they could not cancel the order because it was “outside their 30 min cancellation policy”. The package had not even be fufilled or shipped yet. They told me they were unable to change my password and I requested to delete my account and performed all the actions they requested. Today is now 09/15/23 and my account STILL isn’t deleted by there company and this person has now attempted to make 3 other purchase, 2 of which they caught and the 3rd which I was luckily able to call them within their “30 min time limit”. They are aware of fraudulent activity on my account, have had multiple requests from myself to close the account or change the password and have still done nothing. They are allowing someone to use my name, email, phone number and address to make illegal purchases and they’re is nothing I can do about it.
Business Response
Date: 09/19/2023
Dear BBB,
We are sorry to hear about Ms. XXX's frustration with their experience. We have contacted Ms. XXX and reached a mutual resolution. If Ms. XXX has any other questions, he can reach out to us at ###-###-####.
Sincerely,
DICK's Sporting Goods
Initial Complaint
Date:09/12/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The business is false advertising price matching. I bought a catchers set from them. 389.99 if I find it cheaper within 14 days they are supposed to refund me the difference per their policy. I found it on several websites including ****** ************ ******** ******* *********** ************. When the manager couldn't explain why she couldn't price match me she hung on me
Business Response
Date: 09/19/2023
We will be honoring the price match for this customer.
Customer Answer
Date: 09/19/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******** ******
Initial Complaint
Date:09/12/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A charge of $78.95 was taken from my bank account without my authorization. I called the corporate headquarters to get my money back and they told me nothing could be done without an order number. I have no order number since I didnt place the order. They then told me to contact my bank, which I already did.

The reps I delt with were rude and unprofessional. This was fraud, and they did nothing to help and passed the buck
Business Response
Date: 09/18/2023
Dear BBB, we are so sorry to hear about Ms. ****'s issue with an unauthorized purchase. Ms. **** was advised that unfortunately that per company policy, we are not able to refund unauthorized purchases and our athletes should work with their bank or financial institutions to dispute any unauthorized purchases and then their teams assist with the chargeback and work with our internal team moving forward. If Ms. **** has any further questions, she can reach us at ###-###-####.

Sincerely,

Dicks Sporting Goods
Customer Answer
Date: 09/19/2023
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

Someone uses my account fraudently, I report it, and you won't give me back my money. Obviously Dicks Sporting Goods doesnt care about fraud they only care that they get their money.

I want my money back. I will tell everyone I know what happened and to stay away from your stores.

Regards,

*** ****
Initial Complaint
Date:09/11/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered the ProForm Pro C22 Studio bike (Order number ***********) that was on sale on 9/1. No problems with the delivery. It was delivered on 9/7. The issue is with the bike. It is defective. I set it up and the touchscreen does not work properly and has to be replaced. I contacted Dick's to let them know and their response is that I have to contact ProForm. I wanted to exchange it, but one I tested positive for COVID, so I cannot leave. Then I find out the resistance motor is not working and again I contacted Dick's only for them to tell me to contact ProForm again. The motor has to be replaced as well. It is supposed to be a brand new bike. I wanted to use the bike while I am stuck at home with COVID, and I cannot even do that. No one at Dick’s seems to care. You sell a product, and after that, you are in your own, with or without COVID.
Business Response
Date: 09/19/2023
Dear
BBB,

We are
sorry to hear about Mr. ****'s frustration with their experience. We have
contacted Mr. **** and reached a mutual resolution. If Mr. **** has any other
questions, he can reach out to us at ###-###-####.

Sincerely,

DICK's
Sporting Goods
Customer Answer
Date: 09/19/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ****
Initial Complaint
Date:09/11/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 09/04/2023 I went into my Dick’s Sporting Goods store located at 20429 South State Road 7 Boca Raton, FL 33498 to exchange a Birthday gift of Women’s Cloud X 3 Running Shoes that were the incorrect size. Upon entering the store with my shoes in hand I was directed back to the shoe department to collect the shoe in the correct size and was instructed to return with the correct size and the size in my hand for an exchange.

In the shoe department it was determined that the store did NOT have the same shoe in my size and that it was necessary to order the shoe and have it shipped to me, free of charge. I was instructed to return to the front to make this happen.

Upon explaining this to the sales clerk in the front of the store (Abigail) she began the return for what WAS to be a gift card or receipt so that we could then order the correct size shoe to be delivered to my home free of charge.

Upon completing her return process, I was instructed to move to the next person to start the replacement process. Once that was completed, I was ordered to pay for the replacement order. When I explained that this was a gift and that I was to receive a credit or gift card/receipt to exchange the shoes for the correct size. The salesperson looked dumbfounded and tried to get the person that did the return to correct this.

They in turn called a senior associate Daniella to help with the issue. Everyone began to fumble and stammer. I asked for them to get the store manager. Whereupon a person supposed to be a manger Steve entered the equation and looked at it all and said there is nothing to be done. The return went back to the gift giver and it’s too bad,, get them to order you the correct size.

The attached letter was sent to Dicks through Their complaint department on 09/04/2023

They have not responded as was promised
Business Response
Date: 09/19/2023
We have contacted this customer for more information and will be sending a free pair of shoes.
Initial Complaint
Date:09/10/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order #: ***********
Order date: Aug 1, 2023
Return tracking number - FedEx: ************
Return delivered to DSG on Aug 10, 2023

I made this purchase and didn't like the items and shipped them back on August 8th, 2023. The return was received by Dick's on August 10th, 2023.

After waiting 3 weeks, per their return policy, I reached out to Dick's customer service as not only had I not received a refund, but I hadn't received an email even acknowledging my return was received or a refund would be provided. Customer service doesn't appear to have any ability to help with returns as they asked me to wait another 9 full days so that 30 days has passed and to contact them back for a refund if it hadn't been done.

After 30 days I contacted Dick's customer service and was told they weren't able to provide a refund until the team responsible for it initiates the refund. They asked me to wait 2-3 weeks after they received the items, which I told them it's already been 4.5 weeks. They again told me there was nothing they can do and that I would need to wait and be patient. I asked to speak to a manager as simply waiting forever wasn't acceptable and 30 days to get a refund is already pretty outrageous. The floor supervisor stated the same thing that they can't provide me a refund as I need to just endlessly wait for the team that's responsible for that.

I've followed all of the return policies and after waiting 30+ days now, I should be refunded.
Business Response
Date: 09/11/2023
We are
sorry to hear about Mr. ********'s frustration with their experience. We have
contacted Mr. ******** and reached a mutual resolution. If Mr. ******** has any other
questions, he can reach out to us at ###-###-####.

Sincerely,

DICK's
Sporting Goods...
Initial Complaint
Date:09/09/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 08/29/23 I ordered goods from Dicks Sporting Goods (Order Number: ***********). I did not receive my order and after contacting Dicks customer support, they refused for a refund. This is extremely disappointing and unsatisfactory. I did not receive my order and i should be refunded for this immediately.
Business Response
Date: 09/12/2023
This customer was refunded on a previous online order number *********** stating the exact same reason and item. We will not be issuing a refund on the new order because we have deemed this fraud.
Initial Complaint
Date:09/07/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 17, 2019, ordered a safe online and got it picked up. Ask the staff if we need to open and check the safe but they said no, it is brand new. We trusted them and hired someone to handle the safe.
There were dents and holes in the safe. Next day, contacted Dick’s and sent pictures. Dick’s agree to 40% discount but didn’t receive any. Contacted again on Oct 30, 2019 and they could offer me a gift card. They do not know what happened to the first gift card. On Nov 12, 2019, the gift card was reissued.
Then covid began and I got very sick. On Oct 28, 2022, I was told at checkout it needs to be activated and activation email bounced back. I called to activate but they can’t because the gift card information doesn’t match my details. I called multiple times and wasted hours of my time. Dick’s staff also told me they have a new system, now they are under Nordstorm system so they can’t locate of issue gift card.
Nov 7, 2022, told me to send all the proof and an online inquiry. Still no help. On Nov 7, 2022, said there was no case and emailed proof again and on Nov 9, 2022, was told my proof is good but that the gift card information doesn’t match. I called again and was told the card is issued to Donna and was for $50 and that they can do nothing further.
Again on Nov 17, 2022 and the staff said she saw proof and case created. The case was reopened a few times and closed without any notification. They never explained why they are closing the case. On December 19, 2022, I was told I will receive the gift card in 7 days but nothing. Kept sending multiple emails but no replied.
Since I had covid again, I got very sick and finally called their head office yesterday, Sept 6, 2023. However, the staff said she could see everything but even the head office can’t do anything as the department in charged kept closing the case and she can’t even reopen. I asked her again so they can’t help me get my money and my only option would be BBB and she agreed.
Business Response
Date: 09/12/2023
This customer has been contacted and their $50.00 gift card has been activated for use.
Customer Answer
Date: 09/12/2023
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.
I was promised a 40% refund not $50, the $50 gift card belongs to Donna as per Dick's staff. Accordingly to their staff, my gift card might have gotten messed up and gone to Donna. I was told the total refund was $152 by their staff, please kindly refer to the email from Dick's regarding $152 refund amount and then letter saying the gift card amount $152, the order with total, clearly not $50. I would not have kept the safe if it was just $50 with dents and holes.
Regards,

*********** ****
Business Response
Date: 09/19/2023
We will be reaching back to out this athlete and providing them with another gift card.
Customer Answer
Date: 09/20/2023
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.

I am not sure what the response above is. I did get an email saying $50 gift card has been activated, so I replied letting the business know that it is not $50, it should be $152. The person asked for my address which I provided and I am not sure if the gift card has been mailed. I will wait to hear from them and accept it only when I am sure the gift card is of correct amount and activated.

Regards,

*********** ****
Initial Complaint
Date:09/06/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 21, 2022 I was sold a Louisville Slugger Meta Drop 3 baseball bat. In addition, the store sold me a "no sweat protection policy" where it was stated that if there was a problem with the merchandise within 12 months, the bat would be replaced. When I went in to redeem the policy, I was told that I needed to go through a 3rd party (Asurion). When I contacted Asurion, they claimed that the policy was not active until after the manufacturer's warranty was up. This is not how the policy was described at the time of purchase, it was sold as a "no sweat protection" where it would be active and expire at the same time as the manufacturer's warranty.
Business Response
Date: 09/08/2023
We are
sorry to hear about Mr. ****'s frustration with their experience. We have
contacted Mr. **** and reached a mutual resolution. If Mr. **** has any other
questions, he can reach out to us at ###-###-####.

Sincerely,

DICK's
Sporting Goods
Initial Complaint
Date:08/26/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I came in the night of 8/25/23 to make a purchase. We chose a Primed batting net, and had checked the price tag when we took it off the shelf, which showed $29.99. We saw a similar product from Marucci that was priced at $79.99, and asked a worker in the area why there was such a big price difference between the two products. He didn't know, and said they should be about the same and recommended purchasing the cheaper item. He did not say that the price was wrong.

We went to checkout, and immediately the lady (unfortunately we did not get her name as her name tag was not visible) had a bad attitude. When she scanned the item, the price came up to be $79.99 so we told her that the price on the shelf was $29.99. She loudly scoffed and said there was no way it'd be that cheap. My wife went to go look at the pricing just to confirm. While she was doing that, the worker made eyes with another worker and started making faces and mumbling about me and my wife.

Once my wife came back, she confirmed that the price said $29.99, but it was a tag for a different item, meaning that the store stocked the item in the wrong location. We told the worker that we wanted to switch to the Marucci product, which was 10 yards away from the register. She immediately said we'd have to get back in line to make that switch.

We objected to that and said we had been waiting like everyone else, and we were simply going to get a different item so we could complete the purchase. We both asked for a manager to come at that point. The store manager named Shelby came, and she also immediately had a bad attitude. Without really trying to de-escalate the situation or even giving us a fair hearing of the terrible customer service her employee was giving, she shut us down and said to leave the store.

When we asked her for her district manager so we could escalate the issue, she laughed and told us to Google it. Shelby's attitude and behavior clearly reflected her team's poor customer service.
Business Response
Date: 08/31/2023
Sending athlete, a $100.00 gift card to purchase this on us and also forwarding this interaction to the districst management team.
Customer Answer
Date: 09/07/2023
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.

I still haven't received the $100 gift card that the company said they would send me as compensation.

Regards,

***** ****
Business Response
Date: 09/12/2023
This gift card request was submitted on 09/01/2023 for $100.00. I am following up with my internal team now who sends out git cards.
Customer Answer
Date: 09/18/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ****

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Dick's Sporting Goods Inc is NOT a BBB Accredited Business.