DICK'S Sporting Goods — Local services in Kansas City

POSITIVE UPDATE (with changed rating): the manger reached out a couple days later apologizing. He called and emailed and followed up several times to let me know how they were making changes to not let this experience happen again. He offered to send a gift card to encourage us to give them another chance. I am quite pleased with his quick response & resolution 11/27 He sent the gift card as promised!*

The female employee on phone was helpful to check if a large item was in stock. I asked if it would fit in my van with seats out and she was very confident that it would. I told her my spouse was working so it would be just me and If there were employees who could help me move it and she said of course. I drove 35 min to purchase as online showed none in stock at the store although there was one. Cashier at front was kind. Gentleman upstairs who came down was very rude when he said it wouldn’t fit and I asked him to try since I drove so far. He grabbed two other employees as he shook his head when walking away from me. The two additional employees who came to help move the large item wouldn’t make eye contact with me or acknowledge me. They were over the top rude in showing they were annoyed with me by ignoring me. Made me feel quite uncomfortable. The item would not fit and they almost seemed glad as to prove me wrong. It was kind of sickening. The cashier apologized on their behalf which was sweet. Even she saw their disrespect. I purchased the item and signed a paper to hold the item until the next day when I could borrow/rent a truck. I came back the next morning less than 10 min after the store opened at 0900 with a truck and two family members to help move the big item. A different cashier but still kind and helpful called someone to bring the form for me to sign saying I picked up the item on hold. My two family members and I waited for quite a long time, chatting. The cashier helped one person while we waited for 20+ minutes. The store had just opened and was not busy yet the cashier told us they were telling him they were busy so they couldn’t bring the form. Finally my family members went out to load the item that had my name on it since we had been waiting for such a long. It all felt really odd. I have this feeling they were making me wait as pay back for the day before bc I saw 2 of the employees from the day before. As my family members were loading the large item a lady rushed to the checkout with the form and very rudely said “can you tell them to NOT do that?!” Looking at my family members. She didn’t say “good morning” or “how are you?” Or “glad you were able to get a truck and more help today”. I was confused but asked “them?” As I pointed to them. “We have been waiting a long time so they went to load while we were still waiting” she snapped back “we are busy!” then she slammed the paper down in front of me and told me to sign, still never acknowledging me. she never even asked for my ID to confirm I was the correct person to pick up the item. Im sure she recognized me from the day before. As I signed I said “there is a lot of attitude here”. I said it in a sad and surprised tone. Not once did I yell or treat the employees the way they treated me. I even thanked the two employees at the checkout who were kind during the rudeness. I also thanked them the day before for trying to For it in my van. They never said “you are welcome” or anything along those lines. I also made sure they knew I was going to purchase and return the next day and they curtly said “oh we know”. Back to the next day experience, my spouse came back in to ask the employee (Karen) why she was giving me attitude and what the problem was. She kept denying there was a problem but she clearly was upset and wouldn’t make eye contact with either of us so we left feeling unsettled. Such an odd and upsetting interaction on both visits to the store. I’ve never been treated so rudely at a store after spending almost 1k on one item. Still makes my heart race thinking about it today as I’m writing this. I won’t...

My niece is going into high school this fall and is trying to find other sports that she might be interested in. We were in here just browsing and she showed an interest in golf (she's mentioned it before and played a bit) and we started looking at clubs. There was a room where you can try out different clubs and hit the ball much harder than the little putt putt area they have set up so she was pretty excited about being able to try out clubs. We went to find an employee and we found Doug near the bikes but he immediately asked her if she was just wanting to play around. Funny joke, whatever, but he said he'd be right there. We went back to the room and waited, watching Doug still work on bikes and not even look at us or walk toward us. We waited a bit and had to ask another employee. That employee apparently needed to get the key from Doug and when he came back and unlocked the door, he asked my niece if she was actually interested in buying or if she's just playing around. I had to tell him that she's interested but we don't really have the money to buy anything, because she is and we didn't. He mentioned how a kid was actually interested in buying a club so we let him go first, but the kid corrected him and said he was just thinking about it. Just like my niece, but for some reason he thought my niece just wanted to play around. We did get to hit but it was hard for her to really get into it or even look at clubs, she was very embarrassed and thought she shouldn't really be there. I mean, whatever, they unlocked the room and she could hit some balls, but it was so rude the way she was treated. They completely judged her and I haven't been able to stop thinking about how they shut her down without knowing anything. Not like it makes a difference to this store or business, but we definitely won't come back here if she wants to pursue golf. I love Dick's SG and bought my bike from the store in Liberty with the help of a super knowledgeable and nice kid, but I'm taking her or making sure her parents take her somewhere else where they'll take her seriously. I for sure won't come back to this store if I have an interest in anything, I would be so embarrassed if I was treated the way she was when I was looking for my bike a...

Not A Friendly Place To Shop. Surprisingly the ASM was the worst part of this experience. I've been searching for a particular Thule backpack and Dicks is listed as an authorized retailer. Retuning into MCI Airport from a short business trip. I thought I would duck in a look around. The ASM, Emily made sure to it that I would have no desire to return. I asked her while on the second floor if it might be up there. After explaining that Thule was a brand and not an item, she suddenly became an arrogant expert. The young lady down stairs showed me what was near the checkout and mentioned others were upstairs. After I looked around upstairs. Emily was waiting for me at the top of the escalator. I say that because she was heading downstairs when we initially engaged. Now upon my return to the escalator, she was waiting and doing nothing but standing there doing nothing. Suddenly she decides to also take the escalator. She took the opportunity not to offer to check availability on their website, but to gloat that what I was looking for wasn't upstairs. "Like I already told you.......it's not up there." When I asked, "why are you so rude and condescending?" Her response, "why are you?".........In an age where brick and mortar stores are closing everyday, Employees like her help to greatly contribute to that. Mind you I know everyone at Dick's isn't that way. I've spent hours in the Independence location on separate occasions just deciding between Brooks, Hokia or OC's. I've done that because of the knowledgeable salesman there who had recently returned from a vendor training event. He was more than willing to explain the differences and help me find the right shoes for me. So much so that I've been back and purchased additional pairs. Customer service works both ways. It brings you in or it drives you away. I will not be returning to the Zona Rosa location again. It's one and...