DICK'S Sporting Goods — Local services in Sanford

I’ve been a loyal, recurring customer at DICK’S Sporting Goods for years, and I’ve always appreciated the level of customer service I’ve received—especially at the Waterford location in Orlando. That’s the very reason I keep coming back. Whether it’s for sports gear, apparel, or equipment for my son, I’ve trusted this store to provide not only quality products but also great service.

Today (04/11/25) however, I had a very disappointing experience that made me question that loyalty.

I purchased my son’s fourth baseball glove from this location, and as always, I expected the usual glove-softening service that has consistently been provided to me—without charge—in the past. I was never told it was a paid service, and no one ever asked me to pay for it in any of my previous visits. It’s always been a helpful, customer-first gesture that made me value the in-store experience.

Today, I was told by the manager that I must have just “gotten lucky” those times, because it’s actually a service you’re supposed to pay for. I understand if that’s policy now—but I believe how that message is delivered matters. When I asked if, given the misunderstanding and my history as a recurring customer, they could offer the service this one last time, I was told flat-out “no” with no empathy, no courtesy, and no offer of understanding.

The manager’s tone came off as dismissive and cold, and it felt like I was being talked to like a number, not a valued customer. I walked away feeling disappointed, disrespected, and honestly upset. This wasn’t about the money—it was about the principle, the experience, and the lack of compassion from someone in a leadership role.

This is exactly why more and more people are turning to Amazon and online retailers. It’s not just about convenience—it’s because stores are losing the personal touch, the customer care that used to make shopping in-person worthwhile.

I’m deeply disappointed in how I was treated today. I hope DICK’S reflects on how situations like this affect customer loyalty. I truly...

Derek was our sales person. He was very attentive, making sure we got a nice glove for a lefty, helped us find softball shoes and socks. This will be the first place we go for sporting goods and shoes. It was worth the drive, especially after the not so stellar service we received at a sporting goods retailer closer to us. The selection was pretty good, considering the need for a lefty glove. Thanks, Derek, for the great customer service! Edit: back the next day to purchase a bag for the softball equipment and LeeAnn gave great customer service. I was even able to purchase a one year protection plan on the bag! Who knew? This is now going to be the first place I go for many things. Quality items, large selection, and a great staff. All adds up to gaining a loyal customer. I read some of the reviews from 2 years ago and they have obviously made a turnaround. Both times I've been here, I have been asked by each and EVERY employee if I needed assistance. So impressed that I sought out the manager to tell him how helpful Derek was. Five stars from me. Would give more if I could! Its so hard to get good customer service these days. Thank you to all...

I got a kid under 10 who plays soccer. We have been here twice to buy cleats for him since he’s growing and his boots regularly become too small for him. First time we couldn’t find anything that he liked or was his size but the rep that helped us was polite and professional and we saw a WWE superstar also buying shoes so it made the moment a bit memorable for us. Today was the second time we came in after academy sports in Lake Mary didn’t have anything his size and soccer cleats aren’t sold at Altamonte Mall (we checked Chanps, foot locker and Hibbert sports). Our rep today was also professional and polite which you can’t ask for more when buying shoes. We ended getting shoes that were on display, which is fine. I asked the rep at the register if there was any chance for discount since it was a display shoe. I would have been fine either way but the rep kindly gave us 10 percent off for it being a display shoe and it was highly appreciated. I’m sure I’ll be back soon for more cleats since my kids love soccer. My kid loves his cleats so much he slept with the shoebox next to his bed....