DICK'S Sporting Goods — Local services in Saginaw Charter Township

I am a young woman who is just beginning to learn how to play golf, and I was excited to receive a beginner set of Top Flite clubs purchased from Dick’s Sporting Goods in Saginaw, MI on December 28th, 2024, and gifted to me on January 5th, 2025. I decided to use the clubs for the first time on March 26th, 2025. My driver cracked immediately on its very first use. I'm fairly certain that should not happen with a brand new club.

The following day (March 27th), I brought the damaged driver back to the Saginaw store after speaking with multiple representatives from Dick’s online support team, who assured me the issue should be covered under warranty. Unfortunately, my in store experience was incredibly disappointing. The first employee I spoke with laughed in my face, and the second was noticeably rude and dismissive. When I asked for the contact number for Top Flite for any future issues, I was told, “No, you need to come in." Whatever, I guess. I was told I would receive an update by Monday, March 31st. That call never came.

I returned to the store in mid-April, which is extremely inconvenient given that it is a 30-minute drive each way and not somewhere I typically go. I was told they didn't see that any communication was sent to the company the first time, so they would once again “look into it” and follow up with me. Yet again, no one contacted me.

On May 5th, I returned once more and explained I was on a time crunch, having made the trip to Saginaw specifically for this. I was assured I’d receive a call within 10–15 minutes. No one reached out until after the store had already closed for the day, when I was finally informed that the warranty claim had been denied due to "user error."

I find this deeply frustrating and hard to accept, considering the driver cracked on the first use, while every other club in the set remains in perfect condition. I understand golf clubs aren't going to stay in perfect condition forever, but for a club to break after a single swing suggests poor quality and for the store/company to refuse to stand behind the product only adds to the disappointment.

I finally returned to pick up the driver on May 18th, only to wait another 10 minutes while two employees focused entirely on upselling a male customer on a putter, an interaction that seemingly required the attention of both staff members. Despite multiple visits, and weeks of waiting for updates, not once did anyone acknowledge the poor communication or offer any form of apology.

I do not take writing negative reviews lightly, and I genuinely wish my experience had been different. However, the repeated dismissiveness and lack of follow-through I encountered at every step made it clear that my concerns were not valued. I truly hate being that person who says “I’ll never shop here again,” but at this point, I won’t. Whether or not golf is viewed as a “man’s sport,” every customer deserves to be treated with respect. This experience was not only disappointing, but also...

When it comes to customer service, we’ve been dumbed-down to accept mediocrity. In some instances, striving for mediocrity seems a challenge. Such is the repeated experience I have whenever I walk into a Dick’s Sporting Goods store, something I’ll only do when emergencies arise. I can walk the circumference of the store and not have one team member speak to me, even as I stop and appear interested in any number of items. In fact, I believe I actually see staffers head in the opposite direction rather than engage a potential customer, be it me or someone else. I would think a company that first alienates the Constitutional rights of more than 5-million card-carrying members of the NRA with their poorly cultivated policies on gun sales would seek to compensate by providing exceptional service at the front end, but apparently the directive is counter to that premise. To hell with us gunowners; isn’t the existence of Amazon and other online entities enough to have the hierarchy reevaluate its interpersonal approach to customer needs? Trust me, Dick’s has been awful in this arena for quite some time. I’m sure I’m not the first to...

Not enough staff in the shoe department. I really think that they have a good system in place to allow for a minimum staff to run the shoe department. However with that being said on 3/3/24 Sunday I was in the shoe department for well over 2.5 hours attempting to get soccer cleats for my 3 boys. Easily could have been avoided if they just had some help back there. Literally employees were just walking around in other departments.. all of the staff that did help me did a great job but every time you needed to wait for an employee to bring you out more to try on you were waiting for like 20-45 minutes..my wife had to take my other 2 boys out to the van to wait and I was like 99% sure they were going to leave us because it was just taking so long...

Cleats were great. The service when I got it was good. I know it was a busy weekend and the weather was nice but come on you need to be flexible and shuffle employees to where the...