Returning items is a problem with customer service
Written: Apr 27 '07
| Ease of Ordering: |
 |
|
| Customer Service: |
 |
|
| Selection: |
 |
|
| On-Time Delivery: |
|
|
|
| Full Review |
Preliminary Remarks
The online world changes rapidly and a buyer should consider that when reading comments about online stores. If you are reading this review and are seriously considering ordering merchandise from Dick’s Sporting Good online, I would suggest you bring up all the reviews and sort them by review date. As of this date (4/27/07) the review by 2busy is complimentary but the details of the review indicate possible trouble. The majority of the next DOZEN reviews are quite emphatic in NOT recommending Dicks. These reviews are relatively recent (the last twelve months). Almost all the negative reviews mention the lack of competent customer service when an item must be returned. This review will conclude that Dick’s is not recommended for the same reason.
The Purchase
I had purchased from Dick’s prior to this purchase, was satisfied, but didn’t have to return it. If the merchandise doesn’t have to be returned, this would have been another pleasant purchase. This time I purchased a set of golf irons on March 17, 2007. They were shipped on March 19, 2007 and I received them on March 26, 2007. The one-week shipping time was reasonably fast but I didn’t have any use for golf clubs at that time so it wasn’t a bother in this instance. If you are purchasing near a holiday season, you might consider how long the merchandise might take to arrive.
The Return
Coincidentally, I received the same set of golf irons as a gift so I returned the ones that I bought from Dick’s. Since my return wasn’t a problem on their part, I paid the postage and sent the clubs back parcel post with (and this is VERY IMPORTANT for all merchandise return) a delivery confirmation receipt. Using the confirmation number, it is possible to check the progress of the delivery at www.usps.com, a very convenient tool of the United States Postal Service (USPS). I sent the item back on March 26, 2007 and the USPS confirmed it arrived on April 4, 2007. Please see my remarks below (The Real Problem) about this situation.
The Presenting Problem
The basic problem, from the consumer point of view, is that Dick’s debits your credit card on the day the item is shipped. This seems reasonable. But, crediting your credit card for a return can take up to THIRTY (30) days according to the return policy statement on their website.
Nevertheless, since I knew that they already had the returned merchandise, I called three times to inquire about crediting my credit card account. The first time I told the representative that Dick’s had received the merchandise and he informed me that it might take 7 to 10 business days to credit my account. The second time I called, the 7 business day window wasn’t mentioned, only the 10 days. The third time I called the time was up to 12 business days. I hesitated to call again and hear the 30-day policy mentioned.
On April 18, I received an email stating that a credit was in process and on April 20 the credit appeared on my credit card. So, it took them more than two weeks after they received the item to credit my card. The consumer wonders why so long.
The REAL Problem
Dick’s customer service is non-existent. Although each of the representatives sounded concerned, I had the feeling that each of them really couldn’t do anything about the problem. The merchandise is in Kentucky but where is the representative? A bedroom in Boise? A den in Des Moines? They read their scripts, make promises (what else can they do?) but the assurances are empty since they don’t have any control over the process. One representative actually checked my delivery confirmation number and knew that the package had been returned. Why can’t they expedite a credit card entry? Furthermore, if Dick’s can send me an email confirming sending the merchandise, why can’t they send me an email saying they have received a return?
The Solution
If there is ANY chance you might have to return the item, buy it in a brick and mortar store. This merchandise was fine (no damage, the correct shipment and so on) but what if there is a REAL problem. Customer service isn’t going to solve it. If it is not possible to buy in a physical store consider REI online. Here on Epinions, it has more than 1800 reviews with a final score of 4 and ˝ stars.
Recommended:
No
What product did you purchase or try to purchase? Set of Golf Irons
|
|
|
|
Epinions.com ID:
stactom
|
|
Member: Tom
Location: Metropolitan New York City
Reviews written: 87
Trusted by: 8 members
About Me:
Email Change on 10/6/2008...
|
|
|
- Add to My Yahoo!: 
- Add to Google Homepage: 
© 1999-2009 Shopping.com, Inc.