Scheels — Local services in Wichita

WORST EXPERIENCE IN THE HISTORY OF BUYING A BIKE. DO NOT BUY A BIKE FROM HERE. THE BIKE TECHNICIANS DO NOT KNOW WHAT THEY ARE DOING. I BOUGHT A GRAVEL BIKE (TUBELESS TIRES), RAN OVER SOMETHING SHARP, AND NEEDED THE BACK TIRE REPLACED. THE SHOP DID NOT HAVE TUBELESS TIRES AND NEEDED A COUPLE OF WEEKS TO GET MINE ORDERED, SO I HAD THEM PUT A TIRE WITH A TUBE ON THE BIKE. I GOT A CALL LETTING ME KNOW MY GRAVEL TIRE WAS IN, SO I RODE MY BIKE TO THE SHOP TO HAVE IT REPLACED. I GOT A TEXT MESSAGE SAYING THE WORK WAS COMPLETED, SO I WALKED OVER EXPECTING TO PICK UP MY BIKE AND BE ABLE TO RIDE IT AGAIN. WHEN I GOT TO THE BIKE SHOP MY BIKE IS STILL IN THE BACK ON THE RACK AND THEY'RE TELLING ME THEY CAN'T GET THE TIRE ON BECAUSE THE THREAD IS STRIPPED. THEY JUST SHRUGGED AND TOLD ME THAT TREK IS REALLY GOOD AT REPLACING BIKES AND THEY'LL HAVE THEIR PERSON THAT HANDLE'S THE TREK WARRANTIES CALL ME THE NEXT AFTERNOON WHEN THEY GET TO WORK. I JUST SPENT OVER $2,000 ON THIS BIKE 2 MONTHS AGO. I HAD TO BRING IT IN WITHIN THE FIRST 30 DAYS BECAUSE THE BOLT ON THE FRONT TIRE CAME LOOSE WHILE RIDING SHARED PATHS IN WICHITA (BIKE WAS NEVER ON GRAVEL OR ANYTHING OTHER THAN CITY STREETS AND SHARED PATHS IN THE FIRST 30 DAYS I HAD IT). THE TECHNICIANS DID THE SAME THING THEN, JUST SHRUGGED AND SAID THIS SHOULDN'T HAPPEN. ALSO, WHEN I ASKED FOR THEM TO LOOK AT THE CHAIN AND POSSIBLY REPLACE IT I WAS TOLD THAT IT'S NOT UNDER WARRANTY. ALL OF THE BIKE TECHNICIANS, WITH EXCEPTION TO TIM, HAVE HORRIBLE CUSTOMER SERVICE. I'VE BEEN TOLD ON TWO SEPARATE OCCASIONS ON TWO SEPARATE ISSUES THAT "WE KNOW IT'S EXPENSIVE", SO LET'S TRY TO GO THROUGH WARRANTY. I DON'T GIVE A F* WHAT IT COSTS. I WANT TO RIDE MY BIKE THAT I PAID FOR AND HAVE TRUSTED YOU TO SERVICE. THE ONLY REASON I BOUGHT THE BIKE HERE IS BECAUSE IT WAS THE ONLY PLACE SELLING BIKES ON A SUNDAY WHEN I WANTED TO BUY. THE ONLY REASON I TAKE IT IN HERE FOR SERVICE IS BECAUSE OF THE CONVENIENCE OF SCHEDULE AND HOURS. WARNING TO THE PUBLIC DO NOT MAKE THE SAME MISTAKE I DID DO NOT DO BUSINESS WITH THE BIKE SHOP AT SCHEELS PLEASE USE THE LOCAL BIKE SHOPS I HEAR THAT YOU GET WHAT YOU PAY FOR, AND THEY MAY BE A LITTLE MORE EXPENSIVE AND LESS CONVENIENT, BUT I DOUBT THAT THEY WILL LEAVE YOU HIGH AND DRY AS I HAVE BEEN LEFT BY THE BIKE SHOP AT SCHEELS. A BUSINESS WITH GOOD CUSTOMER SERVICE WOULD HAVE SCREWED UP MY BIKE, TAKEN ACCOUNTABILITY AND SAID "YEAH, WE STRIPPED THE THREAD TRYING TO PUT IT BACK ON", AND SWAPPED THE BIKE OUT FOR ME SO I CAN RIDE HOME THAT NIGHT AND EVERY MORNING HOW I LIKE. OR, THEY WOULD HAVE GIVEN ME MY MONEY BACK FOR THE BIKE. A GOOD BUSINESS WITH GOOD CUSTOMER SERVICE WOULD NOT HAVE SHRUGGED THEIR SHOULDERS AND SAID THAT THE PERSON THAT HANDLES THE WARRANTIES WILL CALL YOU...

Dear Scheels,

To be honest, I was hesitant at first about sending this communication, but then I thought about it's my customer experience and I do not want another customer to have to go through what I've experienced today in your store.

First off, I usually don't return things at Scheels because of the high quality of merchandise, however, name brand clothing has imperfections at times. I bought some Nike Performance Polo long sleeve button shirts and after one wash they shrunk. I was really disappointed and didn't want to lose my money so I called and spoke with Cindy at the Wichita, Kansas location concerning returning the items. When I arrived at the store, Cindy greeted me and confirmed that I was the person that she spoke with over the phone. I handed my receipt to her and informed the associate of the two items that I was returning. The associate struggled with the return because she didn't know how to look up the UPC being that the item tags were missing, so I went above and beyond by grabbing the sales items off of the sales floor to retrieve the identical items to prove to her that they were purchased at your store - which I'm not happy about the most! A manager was already there at the time of my transaction because he had to use his card to override the customer in front of me and I explained to him what was going on but he just okayed everything and was like great and did nothing.

Cindy confessed to me that she was in training and did not reach out to leadership for help and still struggled with assisting me. She asked me if she should type in the UPC numbers and I said, "if I were you yes". After she found the two items that were being returned, she processed the transaction and attempted to place my cash on your store counter as if something was wrong with my hand. Maybe my skin was going to rub off on her, who knows! Anyway I provided constructive feedback to Cindy and told her that it is very disrespectful and unprofessional to place the customer's money down on the counter and requested that she put the money in my hand.

Meanwhile, I'm sending you this email in hopes that you will make sure to provide cashier and diversity training for coaching and developmental purposes. Your corporation should provide inclusive and belonging behaviors to every brown skin customer that walks through your door! I don't ever want a person of color to have to go through what I've just experienced in your store tonight! By the way, I have all of...

Absolutely horrible customer service. I called on Saturday regarding this recent release and was informed that these items were raffled, and if unclaimed, they would be available for pickup on Sunday. So, I called Sunday morning and they said, 'Oh, winners have until today when we close to pick them up; if not, it's first come, first served on Monday morning.' I then continued to monitor stock availability on the Scheels Wichita website.

I arrived on Monday morning at 9 AM, went to the shoe department, and the employees there were of no help and had no idea what I was looking for until they called customer service and were told that the items were up front. We walked to customer service, and he asked the woman working in CS if there were any Jordan 4s left. She replied, 'Yes, let me check,' and came back saying, 'We only have an 8 or a 13.' This matches their website availability, so I confirmed that 13 is my size, only for the woman to give me a side-eye look before going back into the room. Then, two men came out and said, 'No, we only have a size 8.' I replied, 'So you had a size 8 and 13 until I confirm I want the 13?' I told them I thought it was first come, first served after the raffle pickup time was up, which was 6 PM on Sunday. He proceeded to lie to me, shaking his head and saying those were assigned to the raffles and that the winner had called and said he would pick them up, contradicting everything I had been told during the two previous interactions. This is blatant dishonesty towards the customer to either keep the pairs for themselves or a friend. These Scheels employees need to stick to their policies and be reevaluated for their positions as the supposed people in charge (Joe Spilridge and some 4ft11 man so short couldn’t read his nametag) did not know how to properly handle this situation. I feel like I was being judged by the color of my skin undoubtedly, very unfair and racist vibes.

I will be looking forward to hearing what the boss named Lucas has to say about this. I have pictured proof that these employees were lying!

I have never dealt with such unprofessional behavior, all to try and spend my hard-earned money, forced to deal with employees lying in my face, going back on everything they had previously told me, and escalating it into a...