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Business Profile

Sporting Goods Retail

Dick's Sporting Goods Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sporting Goods Retail.

Complaints

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

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    Customer Complaints Summary

    • 666 total complaints in the last 3 years.
    • 272 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/28/2023

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      Our Sole treadmill, that my husband and I purchased on 12/17/2021, has been broken down for months, and is still under warranty...

      We have been repeatedly put off the Sole Warranty Department, with statements, that the part our treadmill needs is on back order... With estimated date of arrival for our needed part... continuously being pushed back...

      Consequently, my husband and I have been without a treadmill all winter...
      And, have had our work outs routines ... Affected...

      My husband and I continue to make monthly payments on this treadmill... Which we are unable to use...

      I have owned a Sole elliptical for years with good results, and felt the treadmill would be from a good company...

      Business Response

      Date: 03/30/2023

      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: 03/30/2023

      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 contacted the Customer Service Department at Dick's Sporting Goods shop today. AT The phone number provided by the BBB. I was told that our complaint was accidentally closed. The case hasn't been resolved. A copy of our purchase receipt was requested by email by an employee named RJ. The Customer Service Representative who I talked with per phone, Bailey, emailed the receipt to RJ and to myself. All correspondence was also sent to the Bailey at the Customer Service Department. Bailey stated that she sent all the correspondence to RJ in turn. Bailey at the Customer Service Department stated that RJ will be contacting me to resolve the matter. I await RJ's contact...



       

      Regards,



      ***** ******

      Business Response

      Date: 04/06/2023

      The vendor has sent out the replacement parts under FedEx tracking number ************

      Customer Answer

      Date: 04/06/2023

      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.

      We have received replacement parts today, April 6th... However, the box the parts came in was damaged. Also, the replacement parts still need put into the treadmill. The treadmill does require service. For this reason, I have rejected the statement, that this matter is closed.  


      Regards,



      ***** ******

    • Initial Complaint

      Date:03/24/2023

      Type:Product Issues
      Status:
      Answered
      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 March 11, 2023, I purchased a ProForm Carbon EL Elliptical online at Dick's Sporting Goods. In addition, I purchased delivery and assembly for $270. AIT Worldwide/Select Specialty Logistics was the delivery and assembly provider. On Monday March 21, 2023, I received notification that AIT Worldwide/Select Specialty Logistics was going to deliver my order. AIT Worldwide/Select Specialty Logistics did not follow proper procedures to ensure someone qualified was sent to my home to put my equipment together. The delivery drivers brought my equipment in pieces and not in the original box. Due to the lack of care, my elliptical was damaged and not put together properly. Several calls were placed to Dick's Sporting Goods Escalation Team and AIT Worldwide/Select Specialty Logistics to advise of the incompetence and lack of care with my order. A repair team was sent out to my home on today March 24, 2023 and confirmed parts were missing, the elliptical was damaged, and not safe for use. I called Dick's Sporting Goods Escalation Team again and spoke with June. I advised her of the repair teams findings. June informed me that she would place a ticket to have the equipment picked up and I would need to place a new order. This is completely unacceptable as this error falls on behalf of both Dick's Sporting Goods and AIT Worldwide/Select Specialty Logistics. I should not have to place a new order and receive a refund. I did not want a refund. I just wanted what I swap. June advised I was unable to have a replacement unless I complete a new order. I followed all proper channels and this is not an error on my behalf. However, it's being made as if I'm to blame. I did not cause the errors AIT Worldwide/Select Specialty Logistics made. It was not my fault Dick's Sporting Goods has a contract with AIT Worldwide/Select Specialty Logistics who does not ensure proper technicians are being sent in customer's homes.

      Business Response

      Date: 03/27/2023

      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:03/22/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      March 2023 I have ongoing issues regarding the bicycle department at Dicks sporting goods at the Columbia mall in the tri-cities.

      -Rude/dismissive employees
      -potentially dangerous and negligent bike servicing.
      -misrepresenting store policies.
      -misrepresenting or lying about warranty information (I’ve paid for three years of service work, I was told covers everything for the bicycle)
      -employees in that department claimed repairs, service and checks were performed when they were not performed or performed improperly.

      Business Response

      Date: 03/23/2023

      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:03/22/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 March 20, 2023 I orderd a punching bag to be delivered to my winter address in Surprise, Az. Instead they are shipping it to my home address in Gulery, Al. They said they are doing this because I paid with PayPal and a\they use the Paypal Address. The only thing that Dick's has done is create a shipping label. They refuse to change delivery address to the proper address or to cancel the order. They say it is my fault for using Paypal

      Business Response

      Date: 03/23/2023

      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: 03/24/2023



      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.   They were very quick to accommodate me.


      ***** ******

    • Initial Complaint

      Date:03/18/2023

      Type:Product Issues
      Status:
      Resolved
      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 sent a return to Dicks Sporting Goods that they received on or around January 11, 2023. 9 weeks later, I have nkt received my refund of $119.00. I have contacted them by phone three times, with no resolve.

      Business Response

      Date: 03/21/2023

      Dear
      BBB,  

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

      Sincerely,  


      DICK's
      Sporting Goods 

      Customer Answer

      Date: 03/21/2023



      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:03/15/2023

      Type:Product Issues
      Status:
      Answered
      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 made a return on 01/26/2023 for $80.44. The return shows up under my loyalty account. The store associate said that the credit would be on a gift card. I checked the gift card and the credit is not there. I checked the bank account and the credit was not issued to the original payment method. Steve the Dick’s Store Manager at the location where I made the return had to be forced to help me. He didn’t want to assist and was rude and rushing me off the phone because it was 8:51 PM close to closing. He said he looked up my loyalty card and couldn’t find the transaction. I spoke with customer service via chat and they told me that they saw the return but couldn’t help me. So now I’m in a situation where no one will help me and I’m out of $80.44. In store order 1219 date 01.26.2023 amount $80.44. Where is my credit?

      Business Response

      Date: 03/22/2023

      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:03/15/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Originally, I placed an online order for a Christmas gift using my credit card. It arrived but was too small for the recipient, so I took it to a store for a return and exchange. The associate returned the item and re-ordered it for me. Dick's then cancelled my order due to lack of stock (this is understandable). This was all in December 2022.
      Now my funds are lost in cyberspace and no one can seem to be able to refund my money $129.90. I still do not have my refund and after spending many hours trying to resolve this on the phone with managers and in the store... it has been 3 months. Now they are trying to mail me a new gift card I will never use. I just want my money back in the form of cash/check or back on my credit card I used to originally purchase. It seems there was an error on the store associate's part when she made the return/exchange by using a store credit/gift card or something to make it easy for her.... this is not my problem, I do not have the gift card and did not use a gift card to purchase (although it looks that way in Dick's system due to whatever the employee did). If an associate makes an error, or does something odd, that is not something that I should be punished for. They can handle that internally. I just need my money back.

      Business Response

      Date: 03/22/2023

      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:03/15/2023

      Type:Product Issues
      Status:
      Resolved
      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 8 golf iron shafts all cut to a 7 iron length and they sent me shafts cut to a 9 iron length. It stated on the cut sheet that they were cut to 9 iron length and my notes say they needed to be 7 iron length. I talked with a person and he was telling me that I got what I ordered an refused to see it any other way.

      Customer Answer

      Date: 03/21/2023

       I was given incorrect information and when I filed the complaint I thought I was correct. I wasn't and the Golfworks sent me what paid. Knowing what I know now, I would give them an A+ rating. Their customer service was outstanding and I wish I hadn't jumped to conclusions so quickly.

    • Initial Complaint

      Date:03/13/2023

      Type:Delivery Issues
      Status:
      Answered
      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 #: ***********
      I ordered two Benchmade knifes on dicks sporting goods but the package never got delivered to my hands and this is really frustrating for me. The customer service just pushing me around telling me to find FedEx or my bank and being really unhelpful. I have been their customer for years and bought lots of things at their physical stores. I did not want to face this problem either but their attitude of not taking any responsibility at all really sets me down.

      Business Response

      Date: 03/15/2023

      This customer has been deemed as fraud by our internal team. This customer will be getting a refund back from us for this purchase.

    • Initial Complaint

      Date:03/11/2023

      Type:Product Issues
      Status:
      Resolved
      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 needed a treadmill but wanted it delivered and assembled. I called this store to ask about the reliability of this service (assembly and delivery). I was assured by a person who worked in the exercise equipment department that ordering online was a reliable process. Order # ***** ****** placed 11/28/2022. I still don't have a working treadmill. I am getting the run around. Dicks contracts with Select Express / AIT. These two companies do not communicate! I am now stuck with a non working treadmill (AIT sent out ill equipped delivery / assembly people who didn't know what they were doing. It was put together with parts left out! As I said earlier, it has never worked. Now I'm waiting for a pick up and then a delivery of a replacement. Did I emphasize enough that this order was placed 11/28/2022???? AIT order # ************.

      3/7/2023 Update. AIT / Select Express sent me a text link with an offer to pick up the poorly-constructed-by-AIT-employees treadmill and deliver a replacement on only one date: March 17. I couldn’t be home that day. No other offer has arrived. No other communication method has been offered. AIT order number # ************. The original Dicks Sporting Goods order number # ***** ****** was placed on 11/28/2022. Replacement treadmill order number 30087974185.

      I believe it’s fair to ask for a truly “escalated “ and “white glove” experience, terms I’ve heard repeatedly used by Dicks Sporting Goods customer service employees. The poorly constructed treadmill should be taken away. The replacement treadmill should be delivered and assembled by a competent team. I’d like to have prompt answers to my email inquiries. The problem is with their chosen method of operation. Select Express / AIT is also to blame ; however, DSG chose to contract with them for fulfillment.

      Business Response

      Date: 03/15/2023

      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: 04/05/2023



      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,



      ****** ****

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

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