Tom sent a message to Edward W. Stack – Chairman and Chief Executive Officer of Dick’s Sporting Goods – Email Address that said:
I have never seen such terrible customer service in all my life. Purchased a Marlin XT-22 with a Bushnell 3 X 9 scope from your Altoona store and it is not able to be shot in. All I get is the runaround. My last response I got from customer service was to contact Marlin. This should not be but on me. Field and Stream sold me the rifle it should be their responsibilty to get the rifle fixed. If that is the problem. It could very well be the scope but nobody at the Altoona store has been smart enough to check that. Three trips with the same results. They tell me it is fixed only to get home and find it is still not able to be shot in. You sale the product but do not want to fix it.
I received the rifle and scope as a present. When I was examing the rifle I noticed that when the Altoona store of Field and Stream mounted the scope they smashed it against the back sight and it damaged the scope. Took it back to the store and they did replace the scope, but when they gave the rifle back to me I was told that they could not bore sight it because the bore sight was wore out. Well, I came home and tried to zero in the rifle only to find that the scope ran out of adjustment and I could not get it shot in. Rifle was shooting 6" to the left. That brings me to the second trip to the Altoona store. They once again tried to fix it. When I handed it to the guy that was there to fix it he told me the scope was not mounted properly. He took it in the back and when he came back he said it should be good to go. He also told me that he bore sighted it. Came home and once again tried to zero it in only to find that the scope ran out of adjust once again. Rifle was still shooting to the left. Third trip to the Altoona store. The man behind the counter took it in the back and this time he bored sighed it again. Gave me back the gun and said there you go. Came home tried to zero it in and it is still shooting left and the scope is out of adjustment. I have contact customer service several times and now I am being told to contact Marlin. They do not know for sure if it is the rifle. Nobody has checked the scope. Is this how all customers are treated when they buy a defective merchandise?