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Dick's Poor Experience

Discussion in 'General Gun Discussions' started by poor_richard, Feb 16, 2009.

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  1. poor_richard

    poor_richard Member

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    I just want to relay a terrible experience I had at Dick’s Sporting Goods a couple months ago.

    Dick’s had their Remington UMC 9mm on sale, so I went in to purchase some. The first time I went there, they were out of stock, so I asked for a rain check (in Michigan, stores are generally required by law to provide rain checks on advertised items). The clerk told me that, “Dick’s doesn’t give out rain checks on ammunition.” Being formerly in retail myself, I know that there is a law in place requiring them, and told him so. I also told him that there was even a case where one company was taken to task by the state’s Attorney General’s office for just such a matter. The clerk responded by stating, “Dick’s doesn’t care, they’re so big they’ll just ignore the AG.”

    I didn’t argue with the guy and went home to do some research. I called the AG’s office, and asked told them my understanding of the law, and asked if I was correct. I was told that if there were quantity limits (such as “5 per store”), then they didn’t have to give rain checks. I double checked the ad, and saw no such limits. I then asked if there were any exceptions for ammunition, for which I was told no. They then asked me which store I was having problems with, and what had happened. After I told them that Dick’s wouldn’t give a rain check for ammunition, the AG person told me to file a complaint on line. I thanked the person, and hung up.

    Before filing the complaint, I wanted to be sure that the advertisement didn’t say anything about the issue, and also give Dick’s a chance to rectify the issue, so I went back again. This time, when I asked for a rain check, I was also told “no”. I then asked to speak with a manager who told me the same thing. I told here that it was state law, and she replied that it was Dick’s policy. At this point, I was satisfied that they would not give me a rain check, so I ceased pursuing the issue on that matter, and instead asked if she (the manager) could tell me if the add mentioned anything about this policy of theirs. She looked only part way through the add before telling me that she didn’t know. I then asked her if she could find someone who did know if it was stated in the add. She again told me that it was Dick’s policy and that I could call corporate about it, to which I replied that I understood that, but that I really wasn’t concerned since I would just let the AG’s office deal with that matter, “I just wanted to know if it said so in the add”. She started to appear as if she thought I was upset (don’t know why, since I was very calm and friendly), so I reassured her that I was not upset or angry, but just wanted to know if the add stated this policy. (If she, or anyone else had been able to show me such policy within the add, then it would have been a dead issue for me, since I felt that it would have provided an exception to the law. This was the main reason I’d returned, but also wanted to give them an opportunity to make right while I was there). Her response to this was that there was a District manager there, and she would ask him if I would like. I said yes, and she went to ask.

    When she returned, she told me that, “My District Manager is in a conference call, so he can’t come talk to you, but he said there is no such law, and that we aren’t to give rain checks.” When she said that part about him saying that such a law didn’t exist, I couldn’t help but laugh, and then said that, “well, that’s fine, but did you ask him where it says the policy in the add?” (I hadn’t even asked her to inquire about rain checks, but had asked her to inquire about if it was in the add.) She then said that he hadn’t commented on that, so I requested that she find out (all I wanted to know was if I had missed something in the add when I’d read it the few times I had. Some of that print is pretty small.) So, she went back again, and this time, the District Manager himself came out.

    Before he even got to me, he started yelling at me in a very confrontational and rude tone, “SIR, IT’S COMPANY POLICT TO NOT GIVE RAINCHECKS ON AMMUNITION. HAVE A NICE DAY!” I responded (calmly) by saying, “you don’t have to give me an attitude, I understand Dick’s policy, I just want to know if it’s in the add.” (By this time, other customers in the areas had started to turn and watch). He then yelled (in the same abusive manner), “HAVE A NICE DAY SIR!”, and started walking away. I then asked, “Well, can you tell me if it says so in the add?”, and he again Yelled, “HAVE A NICE DAY!” without even bothering to stop and face me when he spoke to me. I then asked for corporate’s number to which he replied (over his shoulder as he was walking away), “She wrote it down for you. (He did this while briefly pointing at the counter as he was walking away from me)”. I replied, “Thank you, that was totally uncalled for.”

    This whole time, when dealing with these people, I was completely calm, and tried to be as inoffensive as possible. I had no reason to get upset as I knew that the AG would take care of the matter, had I not gotten satisfaction. I even told the female manager this, so this behavior by him was completely out of line.


    I did call Dick’s corporate office to complain. However, it wasn’t to complain about their rain check policy. I knew that the AG’s office would handle that, but the ordeal required a complaint lodged against the manager’s ridiculous behavior. After I relayed the ordeal to the company representative on the phone, the response was, “We’re sorry about that sir. I assure you it will be turned over to the investigative team (not really sure about the terminology she used) for review.” I was stunned. “You mean a customer calls you with a report of how he was wrongly treated by your manager, and that’s all you’ve got to say?” We went back and forth a few minutes longer, as she kept trying to tell me about Dick’s policy on rain checks for ammunition, to which I also told here that she could explain it to the AG’s reps. I even expressed dismay that she didn’t even ask for a call back number to contact me by. She responded by saying that she had it on her caller ID. I then told her to not use that number, as it was my cell phone, and I usually don’t answer it. I told her that she should make sure that my cell phone number doesn’t get into their notes, and to instead enter my home phone number (which I then gave her). After that, she continued to go on about “Dick’s policy”, and I finally realized that the initial clerk was correct. They really don’t care.

    That was just before the holidays IIRC, and then, last Thursday I get a call on my cell phone. I do have someone on the other side of the state that calls me on that phone, and thinking it was they, I answered. I was quite surprised to discover that it was someone from the Dick’s corporate office asking about my “problems with getting a rain check.” Of course I had never called Dick’s corporate office with a complaint about rain checks, so I thought there must be some confusion, and told her that it wasn’t about rain checks, but the manager that I had a problem with. (Remember, I’d told the initial CS rep to not keep my cell phone number, but to instead use my home phone number). When the woman who had called me sounded confused, I asked for clarification on why she was calling. Turns out she was calling me to tell me that the ammunition that I had a rain check on was waiting for me at the store all week. She said that she had tried to call on Monday, but was unable to contact me (no wonder, since she was calling a number that she wasn’t even supposed to have). I told her that the reason she couldn’t contact me was because she was calling the wrong number, to which she stated that it was the only number she had.

    By now, I’d realized that the reason for the call had nothing to do with the encounter with their rude manager, and told her that my confusion arouse out of the fact that I had never contacted Dick’s corporate about rain check’s, but rather about the manager’s poor behavior. She didn’t seem to know anything about that, and while apologizing, stated that the ammunition would be there for me until the following Monday (today). When I asked her about the problem with the manager, she responded by telling me that that issue had been “resolved”. (She must have looked it up).

    I then told her that while I appreciated her efforts to get me the ammo (probably because they had the AG breathing down their neck) that I really didn’t care to go into a Dick’s Sporting Goods again. I told here that, “While I can’t say that I’ll never go into a Dick’s again, I can say that if I ever do, then it will be as a last resort”. She responded by saying that the ammo would be there for the next four or five days, and to give me her contact number if I had any other questions. Thanks.:(

    I hope someone else comes along to give them competition. They often have some good deals, but their service completely lacks. I was even took a friend in there several months ago to look at shotguns, and the same clerk who told me “Dick’s doesn’t care”, told my friend essentially that Mossbergs were worthless for HD. Like I said, I hope someone else comes along.
     
  2. average_shooter

    average_shooter Member

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    ANYbody else gets my money before Dicks does. In my limited experience here in MN Sportsman's Warehouse has the best prices and service. I've given them quite a bit of my money, and I don't generally consider myself to be "loyal" to any brand or chain.

    I've done a lot of tire-kicking and fondling of various firearms there while purchasing very few. I've compared prices for a friend and they were happy to help and offer their service, they've not been afraid to say "I don't know, let me check" when they didn't know, or say "That's the guy who you want to talk to about that" and call over the resident expert if they're working that day.

    Places like Gander Mountain, Bass Pro and Cabelas are other choices to look for, though they rank lower on my list than SW due to generally higher prices and lesser service (in my experience).
     
  3. colemanw

    colemanw member

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    These people don't care... i find it unlikely that they enjoy their jobs... they are cut off from advancement and bristle at management (all that corporate "team" crap no one believes in)

    what can you expect? go find a locally owned store with a good crew and pay the little extra for ammo and have a good time in the process :)
     
  4. HOME DEPOT GEORGE

    HOME DEPOT GEORGE Member

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    In this economy these retailers need to take the best possible care of their customers.I don't know about other areas of the country but at the Home Depots in my district bad customer service is a terminable offense. As a supervisor I do my best to never say no to a customer and have gone against so called "corporate police' many times just to keep customers coming back and as far as I'm concerned I work for the customer.
     
  5. dpeticca

    dpeticca Member

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    I find my local "Dicks" to be very good. Always helpful, and the fellas behind the counter take the time to answer all my questions... even fill in a few stories here and there. Buy plenty of ammo from them too.

    I think the store you had a problem with really stinks. Sorry you had to go through that. Hopefully that particular store will suffer. While the manager may not have had any discpline for his "rude" behavior, I'm sure they'll have to deal with the state attorneys general when they come to find out you were right ;-)

    Put a feather in your hat, you took the high road, tried to be nice, and taught them a thing or two about the law.

    Now one last thing.. which store is it? Let's hope they get no one from the high road after your bad experience there..
     
  6. Average Joe

    Average Joe Member

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    Did you ever wonder where this store got its name ? I don't go there just for that reason. To me, its just another golf store, and hopefully they will go the way of some other crappy retailers.
     
  7. TexasRifleman

    TexasRifleman Moderator Emeritus

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    Sounds like the one here in Arlington, TX. It's a waste of time to go in there. Crazy prices and sales people without a clue at this one here.

    They bought out another chain a while back, can't remember the name now. When they did that they took out all the handguns and handgun ammo, that pretty much ended my trips there.
     
  8. .cheese.

    .cheese. Member

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    Average Joe has a point.

    I've never been in a Dick's Sporting Goods, but I've heard enough complaints online to get the idea that they're not particularly friendly.
     
  9. average_shooter

    average_shooter Member

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    Around here it used to be Galyans. I bought hiking boots and a couple pieces of climbing gear there before they got bought out.

    I've said it before, and I'll say it again: Dicks, not just a name, also a management style.

    One of my college friends worked there for a month or so, needed the money but I guess he couldn't take it anymore and quit to work at a different shop that treats people better.
     
  10. 2RCO

    2RCO Member

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    I have a Brother in Law that worked for Dick's he actually got fired for taking the time to help customers who bought a bicycle and brought it back fix the problem. They said he took an hour to help the people and that he was stealing from the company. So it seems at Dick's you are fired for good customer service.
     
  11. Karl Hungus

    Karl Hungus Member

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    I honestly didn't even know that Dick's carried firearms. Guess there's a reason it's called Dick's.

    I'm in agreement with the Sportsman's Warehouse guy. Of all the larger chain-type dealers, they have very cool salesmen. I've found slightly cheaper prices at times, but seriously I'd rather spend a few bucks extra and get it from some place that doesn't treat you like a tool.
     
  12. heron

    heron Member

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    I'm with coleman. Dick's has made it abundantly clear that their attitude problem originates from the top of their organization, and they should learn the hard way not to dump on customers. I've started going to my little local gun shop for everything now. I know it may cost a tiny bit more for some things, but I figure that the smaller the organization, the more efficient it is, and I'll get better service, because they know my face there already, and they're pretty straight-up. I'm already pretty sure that their prices on guns are better than a lot of other outfits.
     
  13. poor_richard

    poor_richard Member

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    Thanks to all for your encouraging replies.
    The thing is, all I was asking was for them to tell me if it was in the add or not. I wasn’t even trying to argue with them about their corporate policy.
    The AG’s office did take care of it. That’s why corporate called me. The sad thing is that they didn’t care about what their manager did, just getting the AG off their backs.

    Oh, they will not fair well in this town for sure with that attitude. I saw a similar type of CS at Eastern Mountain Sports when I was in there with one of my friends. The manager there was totally rude to him, and when he complained to their corporate, the basically said that the manager and another employee said that it was my friend who was being rude. Totally untrue, they flat out lied. They no longer have any stores in this town. We tend to be a bit on the conservative side here.
     
  14. NMBLACKGOLD

    NMBLACKGOLD Member

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    Poor Me not Poor Richard!!!

    Poor Me for having to read Poor Richards's 3000 word manifesto about not being issued a silly ass raincheck........
     
  15. 22-rimfire

    22-rimfire Member

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    At least he called you "sir". I hate identical threads posted on multiple forums.
     
  16. poor_richard

    poor_richard Member

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    If you'd read it, then you would know that it isn't about the rain check.
     
  17. MICHAEL T

    MICHAEL T Member

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    I only buy a local own real gun stores screw the big corp stores Wal mart 2 times.
    I pay a extra buck or 2 for a good dealer who takes care of me. Mine bought me dinner tonight Has Gander or Dicks ?
     
  18. Sato Ord

    Sato Ord Member

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    I like to buy at the locally owned reloader here in Melbourne. They have their times when they are out too, but that's usually after a local gun show. Can't blame them, they really are a locally owned and operated small outfit.

    Space Cost Bullets. Nice guys who are local, friendly, and know their business. Can't beat that combination unless you add the fact that they are also cheaper than buying factory loads from anybody else in town.
     
  19. jbkebert

    jbkebert Member

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    I went to dicks sporting goods in Topeka a couple weeks ago. I was looking around just killing time. The salesman ask me a couple times if he could help me. No I said just killing some time. Anyway I saw a display of ammo on a end cap near the gun counter and saw that they had .300 win mag shells in the new winchester XP3 ammo. I have wanted to give this stuff a try it works great in my .270. I opened the box to check caliber on brass (got screwed once before). To my surprise the shells that were in the box were 7mm mag remington core-loks. I motioned for the salesman and showed him what i had found. He just looks at me like whats the problem so i go on to tell him that someone took a $24.00 dollar box of shells and swapped the contents for a $50.00 box of shells. The little bastard has the gall to lean over to me and say sounds like you know a little to much about what happened here. That company can go bankrupt for all I care.
     
  20. BCCL

    BCCL Member

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    I had a similar experience with Dick's Sporting Goods last year. They advertised some rifles on sale, and gave me a rain check when they were out when I got there.

    I was told about a week and call to check to see if they were in.

    1st week...."No, they didn't come in"

    2nd week...."No, they didn't come in"

    3rd week...."No, they didn't come in"

    4th week...."No, they didn't come in"

    5th week...."No, they didn't come in"

    6th week...."No, they didn't come in, but we will call you when they do."

    4 months later, I happen to go in again...there in the rack are 4 of the rifles.

    When I pulled out of my wallet my rain check, the clerk just about choked, but I got the rifle at the sale price after discussing with the manager that there is no time limit printed on their rain check form. :)
     
  21. 22-rimfire

    22-rimfire Member

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    BCCL, that's funny. Dicks is very good about honoring their rain checks and coupons. Bascially the employees don't really care one way or the other.

    I have often bought things at Dicks where the price on the rack or whatever was say $20. I decide to buy and go the checkout and it is priced $15 or whatever. Tis the opposite with Kmart. I hate the store near me.... item is on sale... take to check out and it rings up a higher price... "price check".... wait 10-15 minutes to find out you're right. You almost have to memorize each price prior to paying for it. Bugs me.
     
  22. usmarine0352_2005

    usmarine0352_2005 Member

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    ....



    .
     
    Last edited by a moderator: Feb 17, 2009
  23. Duke of Doubt

    Duke of Doubt member

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    Quite whining and grow up, "Poor Richard."

    You want to use an oppressive nanny-state law to force a company to sell you ammunition at a lower price than they want to sell it for. Yes, they lured you into the store with the advertisement, but you didn't phone to see if they still had any at that price. In today's climate, a reasonable shopper would have called ahead and reserved the quantity he wanted.

    Then you waste the time of God knows how many retail personnel over your desire to force them to sell you ammunition at a lower price than they want to sell it for. Then you call your state government about it, to get Dick's in trouble. Then you go back and repeatedly ask an obtuse question to which you already know the answer. Then you call your state goons back to complain about the manager's attitude, and call their corporate headquarters over your situation to try to cause further trouble.

    Guess what? Thank God, your world DOESN'T CARE that you want to force someone to do something they don't want to do, and that you want to make a fuss over their refusal to take you seriously.

    You wasted a lot of people's time pursuing an attempt to force somebody to do something they didn't want to do. Is this how you deal with everyone? It isn't how I have gotten anywhere in life.
     
  24. poor_richard

    poor_richard Member

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    No Duke. What happened was due to their incompetence. I knew better when I worked retail.
     
  25. HeavenlySword

    HeavenlySword Member

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    Duke, read it before you open your mouth.

    You will see its not about the rain check, which I don't care about, but the stupid corporate system the chain has.
     
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