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

667 total complaints in the last 3 years.
273 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:06/01/2023
Type:Sales and Advertising Issues
Status:
UnresolvedMore 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.
Dick's policies on price matching are in my opinion intentionally deceptive and they do not honor their own policy = false advertising

Every agent including managers stated that they only price match online retailers. That is untrue per their policy. Only after I insisted they actually read the policy did 1 or 2 managers finally admit they were wrong.

After conceding they were wrong, then they tried to claim that they only price match local Dick's stores (not competitors). Again the wording in the Q&A makes it clear that they price match competitors non-online locations.

Then they tried to tell me they could not access the website or link of the competitor, yet at the exact same moment I sent them a screenshot of the live website (with timestamp in the bottom corner).

Then they tried to tell me that the full details of the webpage didn't list all the specs. This is just a deceptive attempt to avoid honoring the price match as each retailer lists abbreviated or more detailed specs. it was abundantly clear that the model number and primary specs were the same. Telling me a period or comma is in a different place is ridiculous (that's an exaggeration but very close to what they tried to claim). Also ironic given they told me they couldn't access the website.

Then after I proved that to be inaccurate, they tried to make a non-fact-based statement that the places listing physical addresses were suspicious. If they'd like to go to the physical locations and confirm whether that is true or not, then go check it out in person. Otherwise, this is an invalid excuse by someone sitting thousands of miles away providing chat-based customer service, and is potentially slanderous of other companies without knowing the facts, and it is clear it is a last ditch effort to continue to deny the price match after I proved all other false attempts to be invalid.
Business Response
Date: 06/13/2023
Dear BBB,
We are sorry to hear about Mr. XXX's frustration with their experience. We have researched and addressed their concerns internally. If Mr. XXX has any other questions, he can reach out to us at ###-###-####.
Sincerely,
DICK's Sporting Goods
Customer Answer
Date: 06/13/2023
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.

They state they have internally resolved this. I don't know what that means as they have not resolved the price match issue or policy
Business Response
Date: 06/16/2023
We have contacted this athlete for further information. They never responded back to the email.
Customer Answer
Date: 06/16/2023
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 did reply. Your email bounced back and I replied 10'days ago. This is 100% inaccurate that you claim I did not reply

Regards,

***** *****
Business Response
Date: 06/19/2023
BBB,

We have reached out to this customer over several times now requesting information. They have not responded to any of that communication.
Customer Answer
Date: 06/19/2023
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 appear below.

As I previously stated, I replied on both June 13 and June 16. You ignored both of my responses. I have forwarded a screenshot to BBB of my reply to both of your emails and you have not responded

Regards,

***** *****
Customer Answer
Date: 06/20/2023
The business claims I did not respond to their email. This is a lie. I replied both on June 13 and June 16 and they ignored both. I am attaching screenshots of both replies. Either they are lying or their system is not processing my responses.

Can you please forward the screenshots to the business and ask them for an alternate way to reply ?
Business Response
Date: 06/27/2023
We have attempted several times to reach out this customer. They have not responded back to any of these communications.
Customer Answer
Date: 07/11/2023
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 have heard nothing further and was waiting for them to reach out. My issue is that you closed the case saying I did not respond to the company. The truth is that they did not respond. I would like the case determination to note that they did not respond and it is unresolved. Or feel free to reach out to them and ask why they did not contact me further after you sent them the email and ask them how they want to communicate. I've replied to everything they sent me. They have not replied to you or me (unless you are saying they replied to your message)?

Regards,

***** *****
Initial Complaint
Date:06/01/2023
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.
6/1/23
I order a cooler for my grandson Xavier paid $200 for this cooler, we never received it. FedEx claims he delivered he didn’t take picture of delivery nothing was delivered had Management look all over nothing I expect Dicks to refund my money or send me a cooler to my daughters address so I can make sure it gets there. Dicks forgot to add apt to my address , I’ve called several times and spoke to several of your staff members that are all working from home I was told they would be crediting my credit card I don’t see anything yet. I also had a manager get on the line her child started screaming she put me on hold then hung up the phone please have everyone return back to call center not working from home I’ve been on the line with dicks every day with every just screwing around, I’m on hold with this Rep right now she can get anyone to get on the line. Please have upper management call me to resolve this matter. I’m 64 yrs old don’t have time for this nonsense.
Business Response
Date: 06/13/2023
Dear BBB,
We are sorry to hear about Ms. XXX's frustration with their experience. We have researched and addressed their concerns internally. If Ms. XXX has any other questions, he can reach out to us at ###-###-####.
Sincerely,
DICK's Sporting Goods
Initial Complaint
Date:05/31/2023
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.
Purchased a treadmill from the Clermont location. After being told no delivery windows for my time are avalible they said AIT would call to do the delivery and set up that I paid $160 for.

After 1 message requesting Monday 12- 6 delivery window I said no as I work. They ask you to fill out when works for you. I filled it out and waited. 3 days later they messaged asking if I can do Monday 12-6. Still not a possibility with me working 9 - 6.

I contacted customer service who told me the number I gave her was a web number and only in store cna help me. I even let them know the number for AIT on their link when you decline isn't always functional.

Worse the email for AIT isn't even active. They tell you to click the link to send an email. I sent an email which was bounced back 3 minutes later with an automatic email saying that email address only accepts emails from an approved list and I am NOT on that list.
Business Response
Date: 06/13/2023
Dear BBB,
We are sorry to hear about Mr. XXX's frustration with their experience. We have researched and addressed their concerns internally. If Mr. XXX has any other questions, he can reach out to us at ###-###-####.
Sincerely,
DICK's Sporting Goods
Initial Complaint
Date:05/23/2023
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 May 19, 2023 I returned some items to Dick’s Sporting Goods. I received a gift card in the amount of the return. On May 20, 2023. I attempted an online order using the funds on the gift card. The order total was more than the gift card, so I also used PayPal as another form of payment. When the order was trying to process the system glitched. The screen went whire. I refresh the screen only to find that my order had not gone through. So I attempted to go through it one more time I once again entered my gift card information, and this time used another form of payment for the remainder amount. Once again, the system glitched and the screen went white. Each of the attempted orders had a response from the additional payment forms. Example, PayPal sent an email saying that my order was placed. On the second attempt, Afterpay sent an email saying the order was placed. However, Dick’s Sporting Goods sent no email because no order was actually placed through the system. Unfortunately, the funds on the gift card were taken. I am mediately called customer service, who also confirmed that there was no order. The agent assured me that this would be resolved within 24 to 48 hours and I would have the funds back on the card. She said she was going to “escalate“ this matter to the appropriate department. After 48 hours I called customer service again And this customer service representative once again escalated the issue. I waited another 24 hours and called customer service again and was told that they needed to “escalate“ the issue, yet again, .The gift card balance is still zero. Dick’s Sporting Goods has taken my funds. I have emailed customer service support three times. No resolution. Each of the representatives that I have contacted has told me that they “have escalated the issue“ yet there is no response and no resolution. I have asked to speak with a supervisor twice and have been hung up on once. The supervisor is allegedly on the phone. I can get no answers.
Business Response
Date: 06/13/2023
Dear BBB,
We are sorry to hear about Mr. XXX's frustration with their experience. We have researched and addressed their concerns internally. If Mr. XXX has any other questions, he can reach out to us at ###-###-####.
Sincerely,
DICK's Sporting Goods
Initial Complaint
Date:05/23/2023
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.
This is what keeps showing up however when speaking with the carrier FedEx they have no record, no pick up, no delivery, tracking number is false.

Order #: *********** | Order date: May 18, 2023

Thank you for your patience. Don’t worry, your order is still on its way. Please allow 2-3 days for carrier to display tracking information and regular updates.

We expect to deliver your order by: Monday, May 22.

TODAY is 23 May and this is what reads....

ESTIMATED DELIVERY
YOUR PACKAGE IS
Awaiting Carrier Pickup
LATEST UPDATE
FRIDAY, MAY 192:55 PM
Shipment information sent to FedEx

fedex
Tracking Number:
************
Customer Answer
Date: 05/31/2023
Fed Ex Tracking ************ Order #: *********** | Order date: May 18, 2023 Dicks states that it was delivered on the 30th of May at 1422. The FedEx delivery picture shows a porch that the package was thrown on. This is not my porch. Non Delivery. Immediate refund of $83.20
Business Response
Date: 06/13/2023
Dear BBB,
We are sorry to hear about Ms XXX's frustration with their experience. We have researched and addressed their concerns internally. If Ms. XXX has any other questions, he can reach out to us at ###-###-####.
Sincerely,
DICK's Sporting Goods
Initial Complaint
Date:05/22/2023
Type:Service or Repair Issues
Status:
UnansweredMore 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.
They never had permission to send me emails and they continue to send them even after I unsubscribed.
Initial Complaint
Date:05/08/2023
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.
On 04/30/23 I sent my daughter to purchase a treadmill from dicks sporting goods. I sent her to get a specific model the Nordic track 2450. When she arrived at the store the person helping her stated they had 2 of them that were last years model. They were a good price so i tole her to purchase them. They then told her that they did not have the older ones but had the brand new version of the 2450. The price they quoted was good and I asked her to verify what we were getting. The store clerk let her take a picture of their machine which shows store inventory which I will attach. I paid to have the treadmill delivered and assembled and when I got home today it was not the correct model. I believe it is the 1250 model. I called the store and the manager would not come to the phone and had a clerk tell me that the only way they would exchange it was if it was in the box. The company that Dicks hired to deliver and assemble the treadmill took the box with them. I have a receipt and a credit card bill showing I made the purchase. I would like them to take the treadmill back and give me a refund or exchange it for the correct model which I was promised at the price i was quoted.
Business Response
Date: 05/10/2023
Dear BBB,
We are sorry to hear about Mr. XXX's frustration with their experience. We have researched and addressed their concerns internally. If Mr. XXX has any other questions, he can reach out to us at ###-###-####.
Sincerely,
DICK's Sporting Goods
Customer Answer
Date: 05/10/2023

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. I would also like to point out that Dicks contacted me personally and made the entire situation right. They went above and beyond to make sure i was Satisfied once i got to the right person. Leslie Valderramos was absolutely wonderful to work with and Kudos to Dicks Sporting goods for providing excellent service once this matter got to corporate.

Regards,

*** ******
Initial Complaint
Date:05/05/2023
Type:Service or Repair 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 purchased a Nishiki Escalante Women's Electric bike on Dick's Sporting Goods website in October of 2022.
In April of this year, the bike blew a rear tire. I took the bike to the Brandon FL location to have the tube replaced, and the wheel kept blowing tubes. I was advised that the tire would also need to be replaced however the store does not carry tires for this model and to contact the manufacturer, which I did to order a replacement. I took the new tire to the store to be replaced and the bike technician ruptured the tire, after which I was advised they would order a replacement. Today I was told a replacement cannot be found and that my bicycle could not be repaired. I proposed a refund for the purchase price of the bike as this would not be considered "normal wear and tear" resulting from blowing multiple tubes and tires and did not get any resolution from either the store or their national customer service center.
Business Response
Date: 05/08/2023
Dear BBB,
We are sorry to hear about Mr. XXX's frustration with their experience. We have researched and addressed their concerns internally. If Mr. XXX has any other questions, he can reach out to us at ###-###-####.
Sincerely,
DICK's Sporting Goods
Customer Answer
Date: 05/09/2023

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.
The issue has been resolved and no further action is needed.

Regards,

***** *********
Initial Complaint
Date:05/02/2023
Type:Service or Repair 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.
You all had CANCELLED on your own end 6 of my orders for Stanley cups. Although, you still shipped me 2 cups and billed me two charges (on a cancelled ONLINE order that SHIPPED out of Chesterfield MO )- one for $97.16 and the other $1.04. I called 8 TIMES TO Customer service - every rep confirmed ALL ORDERS were cancelled and I would not be charged. Drove to the store and purchased cups the following day as I was told know one knew why my orders kept cancelling. Came home from work to find package with 2 mugs. Called Melinda (supervisor) told me to keep the cups and I would not be billed, as it was your error for sending them. WAITED 5 days with still no credit. No one can figure out which order this was shipped out on....everyone is CS is horrible!!!! Spoke to June today (claims she is the highest Customer Service person that I can speak to) who basically stated I was wrong that you billed me - WTF?!?!? This woman is a pure Dud!!!!! She doesn't listen, changed her story from saying a credit WAS issued and then told me to take it up with my bank. HORRIBLE CS!!!!!! I want my money back!!!!!!!
Business Response
Date: 05/04/2023
Dear BBB,
We are sorry to hear about Ms. XXX's frustration with their experience. We have researched and addressed their concerns internally. If Ms. XXX has any other questions, he can reach out to us at ###-###-####.
Sincerely,
DICK's Sporting Goods
Customer Answer
Date: 05/09/2023

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:04/30/2023
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.
I ORDERED A STANLEY CUP FROM DICK'S. ORDER #******* ON APRIL 12, 2023. ACCORDING TO TRACKING #************* MY CUP WAS DELIVERED TO AN INDIVIDULE IN PALM BAY, FLORIDA32907. I LIVE IN ST HELEN, MI 48655. AFTER CONTACTING THE COMPANY AT LEAST 3 TIMES I WAS TOLD TWICE TO CONTACT MY LOCAL POST OFFICE. WHY WOULD MY POST OFFICE SEND IT TO FLORIDA. THERE IS NOTHING SHOWING ST HELEN POST OFFICE IN THE TRACKING INFORMATION. I AM NOT SURE IF THERE IS ANYTHING YOU CAN DO ABOUT THIS.

THANK YOU,
**** *********
Business Response
Date: 05/04/2023
The company this customer placed the order with is fraud and not associated with DSG in anyway. We have notified the athlete of this information and recommend they file a dispute with their financial institution.

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