DICK'S Sporting Goods — Local services in Gilbert

On 8/27, 11 days ago I bought a pair of Under Armour Football cleats for my son knowing we may need to return them. As a former Team Lead for DSG, I understand the return policy and verified it was same or similar to when I worked for them. In the policy no where does it state shoes can't be returned, nor returned used. It actually states, "Returned items should be unused, but we understand that sometimes our athletes need to try an item before realizing it's not a good fit. As long as the item is in clean and in good condition, your return may be accepted." I was immediately met with a cashier who spewed a very coached spiel about not returning used merchandise. I pulled up the return policy on my phone showed her and read it out loud. Another nearby team member said, "we are told to say we don't return used shoes." I said well unfortunately that isn't policy, I need to speak to a manager. The manager JRay, was completely useless and lacked any sort of Customer Service skills. As former Store Manager in a high volume retail environment and current District Supervisor for a large volume retailer I was highly disappointed when he said, "You've already been told 3 times, what don't you understand?" I explained that this appears to be some in store policy and not the company policy as I read him the company policy directly from the website again. He again refused and said we aren't taking your shoes you need to contact Under Armour. As a Store Manager and District Supervisor I know that it is pretty simple for the store to do a Return To Vendor to take care of a Customer Issue if you cannot resell the item if it's damaged or otherwise unsellable. Because of this I told him this was unacceptable, he again spewed off saying he wasn't taking them. I called customer service while in store and Spoke with I believe her name was Kira. She was amazing and immediately apologized and couldn't believe the store wouldn't take them. However since I didn't purchase them online she couldn't process a refund or make the store return them. She did give me more contact information in hopes to get this issue resolved. There are several more reviews from the last couple of months from this store on...

I am so disappointed with the in store customer service. I am heading back east this week and was in need of a warm jacket (from PHX) I looked online and saw one that I wanted. I checked the local store, and it said it was in stock. I know how those things can work, so I called just to make sure. The gentleman on the phone was so nice, and he checked for me, and also put the item on hold.

Fast forward to a day later. I went in to pick up my item. When I walked in, 4 employees were all standing together at the first register. They just looked at me like I had walked into somewhere I was not welcome. No smiles, no greetings, nothing. I had to initiate the conversation, and all I got was a "hi". A store employee finally turned and walked to my side of the counter. I let him know I was picking up an item that was on hold. He opened the "on hold bin" and dug though it looking for mine. All the items were just thrown in there. If something was fragile, it would be in rough shape. He held up a few items that were not mine until he found mine. He then through it on the counter in front of me, and turned his back to go to the other side of the register. No "is there anything else you need" or "if you are ready to make a purchase, please step over here". Nothing. By the time I made my way over to the open register, he was helping someone else.

I had a coupon on my phone, and with my not so great cell service it would not load. You could see that it was a coupon by the email subject line though. The cashier just kept saying "well I need to see it". I asked if there was any override she could do...usually a store knows which coupons are out and valid. I also asked to see a manager, and she responded with "He would just need to see the coupon as well". Didn't even try to get someone.

I am not saying that you need to roll out the red carpet, but when someone is spending over $100 (or any price for that matter) just some nice customer service would be...

I have never been so frustrated trying to find baseball pant, first of all there is a women’s and a men’s section they are seperated and on opposite ends of the store good right!? Well not when they mix the men’s and the women’s and the youth all together in the men’s section, also none of the brands were seperated and they also were not organized in long pants and knicker pants. This baseball pants section looked like hell had ate it and spit it out, not to mention there were not enough employees to handle the slightly busy crowd, really it wasn’t that busy but it felt like it was because there way less employees than there should be. Also to try on a pair of shoes there was a total of 2 employees helping the entire shoe section so i just decided to leave because not only did they not have my sons shoes at all but it would have been an hour wait just to get someone to help us since we were 6 families behind. This was by far one of the worst shopping experiences I’ve ever had. By the grace of god I somehow found the size baseball pants my son needed after he started trying on softball pants since I didn’t know they were softball until the inside of the pants says it on there. Just imagine you think you have all the right men’s sizes and your going to be in and out of the store in 45 mins and then you find out 3 of the 5 pants are women’s pants that were in the men’s section then you spend the next hour and a half trying to find those same sizes in men’s knickers. I’m telling you I’ve never felt beat up by a store before, I have a migraine from...