Dicks Sporting goods Support Ticket

Online purchase cancellation - Online purchase

Created By:	Tazzmanian12	Last Reply:	Tazzmanian12
Priority Level:	[High]	Status:	[Open]
Created:	9 years ago	Last Updated:	9 years ago
Department:	N/A	Replies:	0
Product:	Online purchase

My wife and I were looking at treadmills for 2014 Christmas for ourselves. We went into our local Dick's store to look at the treadmills and test the feel. The first time in the store, we tried to find someone to help us and had difficulty. We were told the person over this department would be with us shortly. After 10 minutes, we went over to another person to check on what was going on, he rudely said, I will be with you in a minute. We got angry at the nasty way he responded so we left.

We decided to give Dick's another chance as we had pretty much decided on the Sole F80 but wanted to do 1 more test run. People were nicer and attempted to be helpful this time, however, no one could find the key to start the treadmill. We ended up running on a different Sole but lesser model. We liked it and went home to talk about it.

11/24 we decided to pull the trigger and purchased the treadmill online.2:45 my wife put in the order. She told me she purchased it but that it wouldn't be able to be delivered until between 12/15 to 12/29. I told her that was crazy and just to cancel the order.

11/24 at 5:30 my wife attempted to cancel the order online. There was no capability online to cancel the order but it said to call customer service. My wife called to cancel the order and was told by the individual that he might be able to cancel the order but many times the warehouse guys don't pay attention to the cancels and will ship anyway. We can then just refuse delivery. When my wife told me, I didn't believe it and tried to call

11/24 at 7 PM I called got an individual named Christopher and was told the order had already been picked up by UPS and they couldn't cancel, again, I could refuse delivery but there would be a restocking fee. I said you are telling me that it is already at UPS but they just store it for delivery until 12/15 or later? He couldn't answer so I asked to speak to a supervisor. I was then disconnected

11/24 7:30 called back and directly asked to speak to a supervisor. They wouldn't send me to a supervisor but individual told me they were not sure why I received those answers and that they have been there for some time and they showed my order cancelled and it was just 48 hours to receive the cancel notice. If I didn't receive one, to call back to confirm.

11/26 no cancellation email received so I called again and got Sandy. She confirmed the order had been cancelled.

12/1 received email from Dick's confirming receipt of cancel request but also received a call from local shipping company to schedule time/date of delivery. We refused the delivery.

12/1 my wife called Dick's again and spoke to Dante. they again confirmed the order was cancelled and we would not be charged for treadmill, shipping or restocking

12/4 received shipping confirmation email and credit card showed the charge for the treadmill

12/4 called customer service again and told them I wanted to speak to a supervisor. I was sent to Byron who said he saw the events in the system and is not sure why we were having so much trouble in cancelling and he would work on it. He would call me at 1 PM the same day to let me know where things stood.

12/4 Byron called back at 1 as promised and said no update yet but he sent an email and is waiting on response from warehouse. He would call back at 3

12/4 Byron called back at 3 as promised still with no update. He promised he would call again before he left for the day

12/4 Byron called again at 6 and said no response yet from the warehouse but that he would call again first thing the next morning as he was sure they would have feedback and resolution by then

12/5 Byron called and got my wife at 10 AM again with no update. He promised to call back end of his day that day but that he probably wouldn't be able to resolve until Monday

Never heard back from Byron

December 8th my wife called and talked to a senior Supervisor again and was told he would have resolved in 24 hours and would call back next day. The next day, we didn't receive a call and have not heard from anyone with any follow-up, however, the charge was finally removed and received an order cancellation notice.

Based on this experience on something that I would think is a very basic function, I don't see how I could ever do business with this company again.

Robert.Zveare@chase.com | Chase | Capital Markets Systems Implementation Manager_V.P. | Capital Markets Operations | 10151 Deerwood Park Blvd, Bldg. 400, 4th Floor, Jacksonville, FL 32256 | 904.620.6230 |

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