Business Profile

Sporting Goods Retail

Dick's Sporting Goods Inc

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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

666 total complaints in the last 3 years.
272 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:03/04/2025
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.
Ordered a shirt online using a gift card and dicks rewards points. The transaction said it was completed but I never got an email. 3 days later still no email. Called to resolve they cant find my transaction even though I had a transaction IS and order number. Now I am out a $50 gift card and $10 in dicks rewards points. They said there is nothing they can do including issuing me a gift card and dicks points back even though they can clearly see in their system what I ordered and that the amount due on my card was different than what the item cost.
Business Response
Date: 03/05/2025
Dear BBB,

We are sorry to hear about our athletes issue with their online order. We were able to look into this internally and we have reached out to our athlete to further assist and resolve this matter. If our athlete has any further questions or concerns they can reach out to us directly at ************.

Sincerely,

Dick's Sporting Goods
Initial Complaint
Date:03/01/2025
Type:Billing 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 was charged 329 on my usaa credit card. I disputed the charged. You company said I picked up product in store and I order it online. I never pick up a glove in your store or ordered nothing from dicks sporting goods
Business Response
Date: 03/03/2025
Dear BBB,
We are sorry for any frustration Ms. ****** may be experiencing with these charges. She has filed a dispute with her financial institution, and this is the correct course of action. ********************** institution will work with our internal team to further investigate.
Thank you.
DICK's Sporting Goods
Initial Complaint
Date:02/28/2025
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'm filing this complaint regarding a deeply unsatisfactory customer service experience with ********************** concerning my order placed on 2/24/25.I ordered multiple items with next-day delivery because I needed them for an upcoming trip and these were anticipated gifts. Despite this, the packages were either not delivered on time or left unsecured in my apartment building where package theft is a documented ************* left packages unattended in front of my apartment door without requiring a signature, which I captured on my Ring doorbell camera. I never provided instructions to leave packages unattended, and reasonably expected that high-value merchandise would be handed directly to the recipient or require signature confirmation.When I contacted customer service about this issue, I was told:1. "Package theft is not covered under warranty, we do hold the athletes responsible to provide a safe and secure place for us to deliver the packages." This statement unfairly shifts responsibility to the customer for the carrier's delivery practices, when I had no control over how or where ***** chose to leave the packages.2. They would only issue a refund if I repurchased the items first, essentially requiring me to temporarily extend nearly $1,300 in funds ($632.20 x 2) before receiving any refund for items I never received. When I requested to speak with a supervisor, I was informed this was "company-wide policy" and no exceptions could be made.This is frustrating as I had no control over the delivery method or drop-off location, the proposed solution would require me to temporarily double my financial outlay, and no alternative resolution was offered.This has really soured my opinion of DSG and I feel they failed to honor their delivery commitment and havent provided reasonable customer service in resolving this issue. I am seeking a full refund without the requirement to purchase the items again first, or unfortunately I will have to dispute.
Business Response
Date: 03/03/2025
Dear BBB,

We are so sorry to hear about our athletes recent issue with receiving their online order.Unfortunately after further investigation, we can confirm this was successfully delivered by ***** services on 02/26/25 and 02/27/25 with photo confirmations. For this reason, we are unable to assist with refunding or reshipping and we would recommend that our athlete work with their financial institution to dispute the charge if they believe there is still an error or to file a police report with their local law enforcement agency if they believe the package may have been stolen from their property. If our athlete has any further questions or concerns, they can reach out to us directly at ************.

Sincerely,

DICK's Sporting Goods
Customer Answer
Date: 03/04/2025
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:

FedEx left my packages OUTSIDE of my apartment door; I have this on video as my Ring camera filmed all of it.
I never gave any sort of green light to approve of them doing this, and for some reason, the packages also didnt have a signature requirement.
My bank is absolving themselves responsible, and informed me that I have to work with Dicks to receive my refund which makes complete sense as theyre responsible, especially in helping.
It also doesnt make any sense to push me to open a dispute, instead of issuing a refund, as it would require me to forcefully recover my funds.
Im once again asking kindly for my funds back, before I escalate this event further past my bank.
I will also be sure to share this on social media as much as I can.
Regards,

**** *******
Initial Complaint
Date:02/28/2025
Type:Customer Service 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.
On December 21, 2024, I sustained an injury while trying on a pair of leggings at Dicks Sporting Goods in ********, **. A loose security tag, improperly placed in the side pocket without its lock, caused a deep, 10-inch wound on my left leg. I immediately reported the incident to the store, and the manager assured me that their corporate office would follow up with me regarding the next steps. However, weeks passed without any response.After multiple attempts to reach someone, I finally spoke with a representative *** directed me to **** ***** from the risk management team. By this time, the wound had healed but left a significant scar. When **** finally contacted me, she advised me to see my doctor for an assessment, assuring me that Dicks Sporting Goods would cover the cost. On January 16, 2025, I visited my ******* *** prescribed a topical treatment. I promptly emailed **** my doctors note, receipts, and photos of the injury.Since then, despite repeated follow-ups via email, phone calls to Beths direct number, and corporate customer service numbers, and attempts to reach the Melville store manager, I have received NO response. Meanwhile, the prescribed topical solution has proven ineffective, and I am now overdue for a follow-up appointment with my doctor.This incident is a clear case of negligence. Store manager **** ***** admitted that this type of situation occurs frequently due to theftwhere security tags are removed and transferred to other garments improperly. Despite being fully aware of this ongoing issue, Dicks Sporting Goods has failed to implement necessary preventative measures, putting customers at risk. Numerous online complaints further confirm that this is a known problem, yet the company continues to neglect its responsibility to ensure a safe shopping environment.
Business Response
Date: 03/03/2025
Thank you for contacting us. We have reached out to assist the customer today.
Customer Answer
Date: 03/05/2025
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 received an email from **** *****, but she denied she receive my first email containing all the documentation. I have responded to her and resent the documentation. I would appreciate it if you could keep this case open until the matter is fully resolved.

Regards,

***** ******
Initial Complaint
Date:02/27/2025
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.
I returned two dumbbells and they was marked received by dicks sporting goods and I never got a refund yet and still been waiting I provided the order number and then also the tracking number for the return I couldnt deny the order because I wasnt home when they dropped it off so I returned it by placing return label on the box and still havent heard nothing from my refund
Business Response
Date: 02/27/2025
Dear BBB,

We are so sorry to hear about our athlete's frustration with their online order return which can take up to 30 days to receive a refund. We have reached out to our athlete directly from the contact information they provided in order to resolve this matter moving forward. If our athlete has any further questions or concerns, they can reach out to us directly at: ************.

Sincerely,

Dick's Sporting Goods
Initial Complaint
Date:02/26/2025
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.
I contacted dicks they told me in order for me to request a replacement they needed to charge my card again for a order not received if you all dont refund me for the order I didnt receive we will have problems.Order number ***********
Customer Answer
Date: 02/27/2025
Order number 20167989562
Business Response
Date: 02/28/2025
Dear BBB,

We are so sorry to hear about our athletes recent issue with receiving their online order. Unfortunately, after further investigation, we can confirm this was successfully delivered by the carrier on 02/14/25 with photo confirmation. For this reason, we are unable to assist with refunding or reshipping and we would recommend that our athlete work with their financial institution to dispute the charge if they believe there is still an error. If our athlete has any further questions or concerns, they can reach out to us directly at ************.

Sincerely,

DICK's Sporting Goods
Initial Complaint
Date:02/24/2025
Type:Delivery 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 am writing to formally dispute the handling of my order (#************) with DICK'S Sporting Goods. The item was misdelivered, and despite providing clear evidence that it did not arrive at my address, I have been told that I must place a new order to receive a refund.This process is frustrating and unreasonable, especially considering that the original package was not delivered to me. I believe I deserve a full refund without being required to reorder, as the mistake was not mine.I have attempted to resolve this issue directly with customer service but have not received a satisfactory resolution. Therefore, I am seeking your assistance in facilitating a prompt refund for the lost order.
Business Response
Date: 02/25/2025
Dear BBB,

We are so sorry for any issues our athlete experienced with receiving their online order. We have reached out to our athlete to resolve this matter with them moving forward to their satisfaction. If our athlete has any further questions or concerns, they can also contact us at: ************.

Sincerely,

DICK's Sporting Goods
Customer Answer
Date: 02/25/2025

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:02/24/2025
Type:Product 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.
In September of 2024 I ordered six **** 8 Protro shoes ($190.79 each), and in early December, 2024, under their 90-day return policy, the six shoes were returned to Dick's Sporting Goods which have a total value of $1,144.74. All 6 shoes were received by DSG according to the tracking numbers on or around December 10.I waited for a couple weeks to get my refund, but did not get one, and I chalked it up to the Christmas busy season and them having increased volume. I contacted their chat on Jan 6 and they told me to wait some more, up to a month after the return date if I had not received my refund. I called and contacted Dick's Sporting Goods customer service in January, after the date they gave and they told me that they had to look into it since I still had not received my refund and that I should hear back in a few days, I heard nothing. I gave it a week and on January 20 I chatted with a ****** who said that he would look into it and I called and spoke with a lady who told me that because the item was received 2 days after their return date that they probably could not refund me, and that the items would be automatically sent back She said that she wrote down all my information and that she hoped that they would refund me. I had explained my situation thoroughly and carefully on chat and on the phone. It's now two and a half months since these boxes were received by ***, today it's February 24 and I still have not been refunded a cent and conversely I have not been returned anything. This strikes me as fraud. In 2 weeks it is going to be three months since these items were returned and received by Dick's Sporting Goods, I just want my refund total of $1144.74 to be sent back to my **** card right away so I can be made whole.
Business Response
Date: 03/04/2025
Hello,
Thank you for reaching out. We are currently looking into this and will contact the customer directly.
Thank you again
Customer Answer
Date: 03/19/2025
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.

Although the business, Dick's Sporting Goods, said in that message/reply to the complaint that they would contact me, they have not, not by phone or by email despite both contact information being on file with them on their website nor have I been refunded my funds.

Regards,

****** *****
Initial Complaint
Date:02/23/2025
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.
I have recently started purchasing shoes at Dicks Sporting Goods online and it has been problem after problem with just a few orders. The first order that arrives has the security tag still on it. Talking to multiple supervisors, they tell me that the store will give me a gift card since I have to go all the way there and this really isn't my responsibility. I end up calling the store to confirm and of course they have 0 clue what I am talking about. That issue led to 2 additional calls with 2 more supervisors. You would think that would be enough of an issue. The next order comes in and it's half a box and the shoes are clearly worn. There is no mistake about it. Not only is there clear signs of wear, this is absolutely unhygienic. I then had to of course have to speak to another supervisor. This is the most ridiculous customer experience I think I have had with just buying shoes.
Business Response
Date: 02/26/2025
Dear BBB,

We are so sorry to hear about our athletes frustration with their online order. We have reached out to our athlete directly from the contact information they provided in order to resolve this matter moving forward. If our athlete has any further questions or concerns, they can reach out to us directly at:************.
Sincerely,

Dick's Sporting Goods
Customer Answer
Date: 02/26/2025
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.

There was barely any discussion. There was a few sentences in an email that said they will relay the message. That resolves nothing.

Regards,

**** *****
Business Response
Date: 02/27/2025
Dear BBB,
We verified that the athlete has already been refunded for their order and on 2 orders with similar issues they have received refunds or additional appeasements. Due to this reoccurring pattern, we are unable to continue providing further appeasements but want to confirm that for their most recent order associated with this complaint, the athlete was made whole and was fully refunded and provided a gift card credit as well. We are unable to provide any further compensation regarding this order.
Sincerely,

Dick's Sporting Goods
Customer Answer
Date: 02/27/2025
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 do not want to be compensated. And quite frankly I actually was just refunded. I wasn't compensated. So that is false. There is no pattern. The only pattern is your 2 failed orders that you should be ashamed that we're even sent. The worn order was just the grossest thing I have seen. I have screenshots that I will make sure are provided on numerous sites that I will be reviewing my experience. People should know what they should expect. Not only with poor customer service but just a poor product delivery.

Regards,

**** *****
Initial Complaint
Date:02/21/2025
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 1/15 I made an order for a pair of Timeberland Boots via Dicks website. The shoes were allegedly delivered to me on 1/17 to my mail room however, I was unable to retrieve them. The photo provided in proof of delivery shows several boxes, none that even look like a pair of size 13 boots. I reached out to the merchant who offered me a refund, only if I repurchased the item (picked them up at the mall, so no longer needed them) as if the refund was some type of incentive and not something I am owed. The merchant ultimately advised me that there was nothing he could do, and to dispute the charge with my bank. I followed his instructions, only to have Dicks provide the same insufficient proof of delivery and have my case ruled in favor of the merchant. I have re-opened the dispute with my bank, but am wanting this to be resolved as quickly as possible. I did not receive the shoes and I am entitled to a refund. Do better for your customers and have a process for lost/stolen packages so many companies have insurance, why dont you????
Business Response
Date: 02/25/2025
Dear BBB,
We are very sorry to hear about any issues regarding our athlete's online order. We have reached out to the athlete to resolve this issue going forward and if there are any further questions they can also contact us at **************.
Sincerely,
Dicks Sporting Goods

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