Larry sent a message to Edward W. Stack – Chairman and Chief Executive Officer of Dick’s Sporting Goods – Email Address that said:
Dear Mr. Stack,
As a regular customer of Dick's Sporting Goods I felt compelled to send you an email on my recent unsatisfactory experience with your store. I bought a King Cobra FlyZ fairway metal from your online site as there were none in stock at my local store. When I received the club, it was in terrible condition. It was obviously pre-used; ball marks on the face, and scratches on the finish. This club looked to be demo. I was surprised that someone at your warehouse or wherever it originated from would actually send this club to a customer in such poor condition. I had a shipping label from an Erin . Maybe Erin is an employee that just stuffs merchandise in a box and doesn't look at it, but this should have been caught by someone. There was no indication on the website that I would be buying a used club. Next, the club did not come with the adjusting wrench for loft, and the driver head cover was included for this instead of the smaller knit cover. So I took it back to store to see if they had any in stock since I looked the first time and to get the wrench and proper head cover. I was willing to keep the club, but I wanted some additional money on the club. The manager offered me $6.00 off the price; that would not even cover the postage if I had to ship back to Cobra for warranty. I then asked if I could get one from another store. They called the Novi, MI store which is north of my local Canton, MI store and told me it would be here this Friday. They said they will call me when it was in; they never did. I called the store this afternoon and got the manager only for him to day, "oh yeah, you’re the guy with club. I will have to call the Novi store to see where it is and call you back." Well, I am waiting for the call and it's been an hour or so. No follow up from this manager. Well needless to say this has not been a good experience. So I ended up calling your customer service number and got someone from your internet sales that told me they will ship me out a new one and return label for the one I have. Finally, someone that will help me; but I shouldn't have to go through all these headaches and will certainly consider my options the next time I purchase golf equipment.
