We recently had a frustrating experience purchasing this bicycle from Dick's Sporting Goods. We bought the bike a month ago and just now received it. Two weeks ago, my wife called customer service to check on the status of our ship to store order since she had not received a delivery email as expected by that date. The online representative had no clue where the bike was and told us to contact the store directly. Neither the store nor customer service could confirm if the bike had been shipped or what was happening. We called multiple stores in the Richmond, VA area, and no one had any idea where the bike was. One store suggested it might have been shipped to the wrong store, which would explain why it was missing from the inventory system. After multiple calls, one store finally confirmed the shipment but couldn't verify if the bike was actually there. One week later, we called back and were met with the same confusion. Nobody knew where the bike was or if it had even been ordered, much less assembled, and the order number didn’t show up in their system. After another call to customer service, a (very helpful) representative contacted the Brooks Road store in Richmond, VA on our behalf, and confirmed the bike was there—this was a month after we purchased it. When I went to pick up the bike, there was no one in the bike department to help. I eventually found an employee (who did not seem in any way eager to help, had we actually wanted assistance on choosing and purchasing a bike from scratch) who called the manager, with whom we had spoken to on the phone earlier. The manager rolled out the bike and became defensive when I questioned how the company addresses such communication issues and poor service. He acted like he did us a huge favor by finding the bike and resolving the problem, even though it was only due to our persistent efforts. The manager was unprofessional and rude, accusing me of hassling him despite the trouble we had gone through. From our perspective, this was unacceptable customer service. While we appreciated him finding the bike, it only happened because we had pushed through multiple channels. He acted like this was a great accomplishment and that we should be grateful. Better customer service would have involved greeting me professionally, apologizing for the inconvenience, going over the bike with me, ensure further adjustments were not needed, and asking if I had any questions before I even had an opportunity to say anything. I say this as someone who carries their own customer service role in their own profession. Eventually, he offered us a 10% discount, but only after I questioned him and he became annoyed. A 10% discount should have been the bare minimum from the start. This would have brought the price down to around $270, before taxes. When I went to check out, they tried to charge me $438, which is clearly not the listed price per the website. The cashier eventually corrected it once I showed the item on the website but claimed that applying the discount created a glitch in the system, resulting in the wrong price. So if he was aware that the incorrect price came up, why was he trying to proceed with the transaction as if I'm an idiot?! Overall, this experience highlights a systemic problem with Dick's Sporting Goods’ customer service. Despite the helpful assistance from one customer service representative who called the store on our behalf, the company as a whole does not care about customers. They have a broken internal communication system. Their online ordering system is extremely defective. The bicycle itself is nice and it was a good price, but the hassle was almost not worth it. We are not likely to return to Dick's for future purchases.
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