Brant sent a message to Edward W. Stack Chairman and Chief Executive Officer of Dickâs Sporting Goods Email Address that said:
I am directing this to you as I could find your email address. I have two issues :
I placed an order on Sunday and paid for 2 day delivery to get it here by Christmas. It shipped on Monday but shipped via ground with a deliver date of 12/29. In speaking with your customer service folks I was first directed to contact UPS directly. This was deflection as there is nothing UPS can do and they claimed it was given to them with ground shipping instructions. When I called back to Dicks I was offered a refund of the shipping charges. I had to really press to get what finally ended up being a $9 credit for the item. This seems pretty small considering the error and missing Christmas.
The second item is when I was inquiring about the Guaranteed for Holiday Delivery banner at the top of the webpage and how that applied I was told it didn't apply because there wasn't a second banner lower down on the page. This is deceptive. One of the Customer service reps (my first call) I spoke to told me I could apply for it if it didn't arrive by 12/24.In my second call I was told that it didn't apply because there wasn't a second banner on the page. How does one know when something isn't present that qualifies it for the guarantee?
I hope that this is something that can be addressed. I am extremely disappointed that this gift won't be here for Christmas. I am disappointed that it took so much effort to get information and further disappointed by the response of your Customer Service Reps.
May your Christmas be joyful.