thomas sent a message to Edward W. Stack – Chairman and Chief Executive Officer of Dick’s Sporting Goods – Email Address that said:
Hello Mr Stack-
I am about to share, if I don't hear back from you by Saturday morning , this same document on all my social media web site and BBB.
You need to be aware of multiple serious store, website, management and customer services disconnects that is clearly preventing sales and making for a horrible customer experience.
Net of it..
I visited the Carmel, Indiana store today to seriously consider buying over $400 worth of work out equipment. Then I saw your website that stated a 20% off discount on all online orders. so I went home to order it, knowing I could pick up in the store, as the store had inventory.
i tried tonight 1st on my phone then on a PC (I am also a rewards member with Dicks, which, turns out, means zero).
I could NOT finish the sale online, as oddly, Dicks on the website, only makes the equipment available in the Muncie store over an hour away, and then, it wants to charge over $150 in shipping, even though the store has the equipment, and i am willing to to DO ALL THE WORK and pick it up at the store- 2 trips to the store-all the work is on me, not Dicks.
I the chatted with customer service tonight. they advised, and i saved the text chat, that:
1-inventory in the stores and on line have NO CONNECTION
2-told me i need to drive a 2nd time to the store and place the order in the store (what the hell is the web site for!!!???) really? maybe in the 1980...nut not in 2016...
3-i asked for a manager (not the CEO, CFO, CIO or even any of your SVP...just a lowly call center manager...and guess what, they advise THEY DIDN'T HAVE ANY..but, offered, one could call me, maybe, in 2hrs!!!! can you imagine a call center with no supervisors?
So, is it true you really make a sale THIS DIFFICULT? you are turning away a $500 online sale where i, the consumer does all the work, because your website has zero connection to the store (which is not true as the website reflected inventory at the Muncie store).
If you so badly disrespect customers, just shutter your website. don't so badly irritate your customer on the website and AGAIN in the call center...it's an orchestrated mess.
the product i am trying to buy and pick up...The Pro Half Rack $249 on sale and the $149 weight bench. a $400. sale, i just bought $120 pair of running shoes a few weeks ago from dicks. what i didn't know is how screwed up dicks is. such a simple sale-and i am doing all the work and paying...all dicks had to do was wheel out a box to my car...i can't imagine how many others customer run into this same issue every hour of every day...
thomas
