Complaint: Refusal to Replace or Refund defective merchandise a few days after purchase

on 01 January 2019 about Dicks Sporting Goods in category Sports Store

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My complaint:

I bought a Jetson Ion Scoter for my daughter for Christmas. A few days after purchase the scooter was having problem issues and was rattling. when I bought it I did notice that the bottom of box was not sealed and it raised concerns foe me. I asked the cashier what the return policy was if there ended up being a problem with it. He assured me that all I need to do was to return it within 60 days and they would replace or refund it. I took it to the Clearwater Florida Dicks Sporting Goods store and a lady who claimed to be the manager (a lady named Jeanette) told me there was nothing they could do about after the careful explanation I gave her above. I asked to see a store manager and she said she was the one in charge and he was not there. I had the receipt and brought back the box it was in. She told me I had to deal with the manufacture and they could not help me because it was out of the box. I tried to explain that it has to be taken out of the box to determine it was damaged. I told her we only had it for a few days and was upset that they could not accommodate me with the return under the circumstance she got upset because I did not agree with her decision and she got angry with me and told me to leave or she would call the police. Keep in mind my 12-year-old daughter was there with me. I did finally call the other Dicks Sporting Goods in my area and they could not understand why she would not replace it especially because it on was a few days after Christmas it was bought. The Tampa Store manager Jason should be commended for understanding and said return policy was 60 days and YES please bring it in and we will exchange or refund it for me. I brought it there and that exactly what he did thank goodness. It made a little girl very happy. What has happened to customer service with this Dicks Sporting Goods store when common sense should have prevailed. As I left the Clearwater store the employees sarcastically yelled out Happy New Year.

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Justified complaint?

Suggested solution:

To help customers with there return 60 day policy and treat them with respect

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