I wanted to purchase an exercise machine from Dick's Sporting Goods' website. They had free shipping on exercise and also a $10 off $100 coupon code, so I thought it would be a good deal. Since the item was only $99.99, I had to buy something else in order to get $10 off. I could have bought a "Seasonal Dick's Pamphlet" for 1 cent which would have been perfect, but I decided to buy a hat since I wanted to buy the hat for my boyfriend for Christmas.
I was anxiously checking the status of my order, and 5 days later, ithe hat still had not been shipped. (The exercise machine had shipped at this point). I called Dick's to see what was going on, and after about 45 minutes of being put on hold and transfered, it was finally discovered that the hat was out of stock. I was pretty upset because if I had known that I would have ordered something else, and now it was to late to get it by Christmas.
I asked for a refund on the hat (which is logical, given that I wasn't going to be getting it!). After several minutes, I was told that my refund would be less than what I paid for the hat (I don't remember by how much, but I think it was about $4.) The customer service rep told me that the reason for this was because I had received $4 off the item because I used a $10 coupon code and they took some of the money off each item. I said that that was ridiculous because I should still get $10 off my other item then. I even said that they could add on the 1 cent pamphlet to my order so that it would be $100. They still refused to give my back the additional $5. The worst part is, if their website would have listed the hat as "Out of Stock" (which they should have since they didn't have any) I wouldn't have ordered it anyway and wouldn't be losing the $4.
I called back two more times trying to get my money back. I know that it is only a few dollars, but it is the principal of the matter that I was upset about. I spend a total of almost 5 hours on the phone with them all together. No one seemed to no what they were doing. Finally, someone told me that it would be credited back to my credit card in a few days, because she had to send in a report. Over a year later, I have yet to receive the credit.
I also wonder what would have happened had I never called about the hat. I am guessing I would have just paid for something I never would receive.
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