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  • Customer service and management is a joke. My girlfriend and I purchased bikes after being persuaded by the bike lead that if the bikes aren't a right fit, then bring them back. Not once were we informed of their unfair return policy. I love my bike, but my girlfriend did not like hers after riding on it for less than a mile. It just didn't feel right to her. So I packed it in the car with receipt and paperwork in hand, walked into the store and inquired about returning the bike to a cashier who immediately retrieved the store manager. I don't remember the guy's name, but he's middle aged and surly. A total jerk. He explained that it was policy not to refund bikes because they have been used and the store would lose money. "The tires are worn, anyway." "No they're not. Just a little dust. Those tires have less than a mile on them", I said. "She could have rode the bike upstairs to see if was a right fit. Customers do that all the time." "How was I to know that. The bike lead informed us if the bikes aren't a right fit, bring them back." "Sorry. That's our policy." Walks away. What an ass! Not once were we informed about the no refund policy. Otherwise, we would have not made the purchase. This is such unfair and sketchy business practice. What if you purchase a bike as a gift for someone, and it is not a good fit. Oh well, it's now used and we would take a hit if we offered a refund. So, the company is more worried about losing on a $350 bike than losing a customer who could potentially spend hundreds, if not thousands of dollars per year. Some good did come out of this. My girlfriend, who has more balls than I do, called in an explained without being angry, but firm, why they should refund the purchase. I'm not going to go in detail, but she is very persuasive. And it was refunded. As I did some research, and it seems like DICKS is notorious for poor customer service and a strict return policy. It's funny. I believe they are trained to say the same lines when it come to returns with bikes. Almost verbatim from what I read of other customer complaints. Bottom line, inquire about the return policy before purchasing any item in these stores. They don't care about you as a valued customer. I will never shop at DICKS again. They lost me and a few others who are turned off by our experience.
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