DICK'S House of Sport — Local services in Champaign

Bought a fishing rod and reel combo for my son only to find out it did nothing but unspool every cast. Took it back within an hour of purchasing to return and purchase a different set up. Was told by an associate that I could not do that. I knew this was not true as I have done so in the past on other items without hassle. I spoke to Reid who couldn’t understand a thing I was telling him. I then speak to Max the store manager. I explain to Max the same thing I explained to the other two guys. Max was very condescending, arrogant and did nothing but rudely interrupt and snicker at my frustration with what he claimed was policy, all while my son was standing beside me watching what was going on. I was extremely frustrated and disappointed with the lack of customer service. I called the customer service number and spoke to Jen. I explained my situation and the entire encounter I had with the two extremely immature employees I had just dealt with. Jen called the store while I was on hold. Jen came back on the line and was very apologetic about the situation. She called the store one more time and once again came back on the line and said an associate named Brittany would be waiting for me inside and take care of my exchange. I went back inside and Brittany was waiting by the door as my son and I went back in. Thanks to Brittany and Jen for taking care of us so we could get back to fishing after what I thought would be a simple exchange. My son is very involved in sports and all of his equipment for his various sports was purchased at this store. That will no longer be the case in the future. A simple $60 exchange where Dicks( a multi million dollar company) wasn’t losing a dime, lead to a situation that could have been completely avoided, with a little quality customer service. I would like to add, the gentleman( I forgot his name) who was working the rock wall was completely awesome, helpful and attentive to not only the kids who were climbing but every single person...

Getting softball supplies... Did have pants and socks (+1 star for that). Went to find someone to get shoes to try on and one worker looks at us from 20' away and walks away. Walked halfway across the store to find another worker only to find out they are out of any shoe under $110 in size needed. Got pants/socks and head to register. Two workers there - two customers ahead of us. As soon as we get in line one worker leaves. Five people end up in line behind us for one worker and they never call anybody else... lady in front of us has five different returns on five different cards. End up going to Mall exit registers after 10 min wait. I guess we didnt need gear for practice today - nowhere else to go in CU - Dicks drove everyone else out of business. No wonder everyone shops...

Took my tennis racquet here to be restrung. I was told it would be ready the next day and that there were no racquets ahead of mine. When nobody called to tell me it was ready after two days, I called them and was told it wouldn't be done for another 4-5 days and that there were multiple racquets ahead of mine. The woman I spoke with (apparently some sort of department manger) was rude and not at all sympathetic to the fact that her employee had obviously broken a promised delivery date to a customer. I won't be offering any additional business...