Leah Breon (formerly Johnson) sent a message to Edward W. Stack - Chairman and Chief Executive Officer of Dicks Sporting Goods - Email Address that said:
Dear Mr. Stack,
I wanted to inform you personally that my husband and I have had a series of very poor experiences with your company over the past few months. It began when we made a purchase of an eliptical at your Chambersburg, PA Dicks Sporting Goods location. We approached the register with a few items while a gentleman was getting the eliptical from the back of the store. The cashier, Courtney rang up my husbands items first and he scanned his Score card for those purchases and he used a coupon, however when I went to pay for my purchases, she didnt ask for my score card and she wouldnt allow me to use the same coupon (through retail me not). Throughout this whole exchange she was very (for lack of a better work) snobby. However, when she found out that we were purchasing an eliptical she completely changed her tune in hopes of selling us on the Dicks Credit Card. We did go on and get the Credit Card, despite her poor customer service. When the other associate brought up the eliptical, we noticed the box was very long, much longer than I had imagined and so I asked the associate why that was and he responded thats because the arms are already assembled . I accepted that answer and asked that they keep the box until we could come back with a truck the next day. We did come back and we picked up this extremely heavy box and we brought it home and carried it down to our basement. When we opened the box we found out that we were given a treadmil, rather than the eliptical that we asked for. We then called and we were asked to bring it back (although honestly it should have been the responibility of Dicks at this point to come get it and bring us what we purchased) , so we brought it back and got our elipitcal. For the incovienience we were given a $50 refund. We later visted the same Dicks in Chambersburg in hopes of making a payment on our credit card. The cashier that we went to for help with this was unsure how to do that, so she asked for help from the same Courtney from our first visit and Courtney had her try another register and allowed her to try and figure this out for at least 5 minutes before telling her that it wasnt possible for us to make a payment at the store. Fastforward a bit and me and my husband get married, so I call to have my name changed on my credit card from Johnson to Breon, pretty simple right? I call and I speak with Shaun and I tell him that I am going to need to order a new card with my new last name on it because it has changed. Shaun asked to confirm what my addess is, so I tell him and he responds with that new card will be sent to you and you should receieve it in about 7 days and so I asked him, dont you need my new last name? and he responds I am sorry, you will need to call and give us that when you get your new card? and then he told me to have a nice day. So, I call back, because I would like to take care f this tonight, and I speak with a foreign guy (not sure what his name was, I am not sure that he even gave one) and tell him the situation and he tells me that I have to wait until I get the new card and that my card had been reported as stolen. When I told him I didnt report the card stolen, he responds very rudely well thats what the report says, it says this card has been stolen then he reiterates that I cannot make any changes until I get the new card. I politely tell him that I just tried to get my card name changed a few minutes earlier because I just got married, but the guy never even took my last name he just verified my address. My husband was in the room and he asked what will be done to compensate us for the inconvience and rather than answering the question, he rudely asks who is speaking. So we hung up because that conversation was obviously going nowhere. We are very simple, easy going people. I am not normally one to complain, but I have never in my life experienced such horrible customer service from any company. This is absolutely ridiculous! I really hope that you take the time to investigate what all has taken place and that you take measures to ensure that no one else goes through this again. I know that I wont, but thats because I will no longer be a Dicks customer. Once my new card is received, it will be cancelled.
Sincerely,
Leah Breon
717-830-7606
