2 months in costumer service to get a refund of a faulty item
I got a faulty item by mail, i contacted the CS with photos and details, person 1 replied and said to SEND PHOTOS AND DETAILS AGAIN, i send, person 2 reply to keep that and they would send the exchange item, so far so good, it arrived, faulty again, i contact the CS, person 3 replied that i can send it back and get the money back, i replied i want that, person 4 replies and ASKES FOR THE DETAILS AGAIN, and that is not possible to get a refund and i can only get 20% off in their website, i reply no you already told me i could have a refund and i got 2 faulty items im not trusting you, person 5 replied its understandable and too send the item and that the refund will arrive and that i will get my postage refund if given the proof, i send the item back, it costed me (6,90 euros), i sent the reciept, person 6 replied to SEND THE DETAILS AGAIN and that i can only get that refund once the item arrives to the facility. Few days after i get a warning on my bank i got refund only for the faulty item, NO refund of this postage, i contact CS person 7 reply to SEND THE DETAILS AGAIN of my ORDER and bank account, I send them and write that ive had explained this Situation too many times AND IVE ALWAYS FORWARD THE EMAILS BEFORE, today i get another email ASKING FOR THE DETAILS AGAIN and that i can get a voucher or transfer! Im not even joking i havent had such a bad experience as ive had with Sports direct CS, at this point Sports are just joking with me for sure, its been 2 month and ive always forward the emails, and ive tried to keep my pacience and being polite, you are not organized, and i feel completely disrespected by you and we are never going to even buy in store, besides this all situation i even tried to return in store because on twitter you send that it was possible but dont even specify its not in spain, so i spent a lot of money to arrive to your far far awar of the city center store.

Update: you keep sending my emails to send details of my bank account!I reply and you ask again, are you kidding me?

Bar far the very worst customer service I received in many a years. Used this company for many times as i am a large chap and they do 4xl and some above which fits me. I always buy the same products from them in the same size from the same manufacture too, done this for years.

Placed a recent order and this time the shirts did not fit me, which i found very odd, as i brought them before and I still have the very same items still new in my wardrobe, so when my order arrived online it was a huge shock to see that the items no longer fitted.

I checked the size chart on the website and yes all was still the same size i needed, so i checked my new ones i have as spares in my wardrobe and yep they were still matching size, colours, everything, so why didnt these one fit i wondered. Contacted the company and was told i could post them back for a full refund, or if i rather take them into a local store, which i thought i would but i would only get a credit note, which i was still happy with, as i would just buy a bigger size or test the ones in store to make sure they would fit.

This is were all hell broke lose, first i went in to and asked to return the items, i was told that i could only get a credit note, which i explained thats fine as i was also told this by your head office, so they took my items including a free mug which was given in my order and was told to keep the mug, which i said it was ok, i did not really want it but thank you thou, i was told they couldnt take it back, shocked at that i said then could you just bin it then, to which i got a there a bin out side the shop i could put it in, i said could she just pop in into the one behind you for me, which really seemed to upset and bother her...

Anyways she said i would get a credit note for X amount and i questioned that as i did pay more due to postage, and due to the size error being incorrect i was told i could claim this back (states this also on there website) but she said they do not refund that ever, so no i could not have my full money.

I asked to speak to a manager which again got her back up it seemed, to a radio call and a few minutes later a (i am guessing) a part time manager came, I asked for his name and if he was informed by the lady of my issue...

He said he was informed of the issue and said pretty much what the lady said that they do not issue refund on postage, i did explain that it does say it is allowed online and on the website, but he said only based on faulty products, which it was, it is incorrectly sized, and i again explained to him like i did to there head office the previous day and he said again sorry no credit for the delivery side.

I repeated that his head office said it was ok, so could he phone them, and again i then asked for his name, which he said no he could not phone them as its not there policy, and he would not give his name, and said he would thou give his payroll number... (*******). I said then i would phone his head office while i was in the store then and get them to verify my past phone call and that i was entitled to a refund of the postage costs. As i phone them from home phone i did not have the number so i asked if he could give it to me, which he was like sorry no i would need to resolve that myself: O

By now i was getting rather annoyed that this so called manager was really being awkward and not treating as a customer and trying to help resolve my issue. So i tried using the online chat system on there website like before to get details but that did not work on my phone, and i showed this to the store manager (Rob, Yes heard a staff member call him this) so i said could he please make the effort as clearly there website is not allowing me to access this info and again handed my phone to show the online error.

He finally agreed to give me the head office number and i asked if he could wait with me to hear there reply, that way i could either pass my phone to him and he could confirm that my credit was authorised, he said ok, but then walked off and as i tried to follow him he went into the office which i could not follow him, so i went back to the main cashier side and started to re dial and i placed it on loud speaker so it would be hear to confirm my requested. 15 Calls later and still no answer from the number he gave me, i asked for the manger to please try as i was running out of battery after 45 minutes trying to get confirmation of the agreed credit. I said if he could phone them and i would ask them infront of his, or they could ring me back quickly and i would deal with it on my phone but when they answered for him (guessing a different number he used) he then did not ask for them to call me and said that nope as he said they would not credit my postage. I said to him that i asked for him to pass me phone or at least get them to phone me instore now so i could verify the details of the agreed return but he said no. At this point i gave up and got my part credit note and said i would never shop there again.

They never send to me my items. Customer service not answer for emails. Tracking number dosnt work.

The heart of the frustration in getting resolution of problems with sports direct orders is they have no phone number to call, no direct chat help and emails which are only answered occasionally. What happened to me was a series of mistakes or bad practice on their part, but the difficulty in getting anyone to acknowledge the problem let alone fix it made the whole thing blow up out of proportion.
I went looking for swimming goggles (adult sized) and in addition ordered a collection of items. Went through check out, saw they had a high postage cost £5 (suprising these days) I got an email confirming the order but <24hours later got another to say the goggles were being removed from my order. I went onto their website into my account and found the order could not be changed to add more goggles on as it was already being processed. I faced having to make another order with the HUGE postage costs making it pointless if I wanted the goggles which were the whole point of my visit to their website. If they didn't have the stock the goggles shouldnt have been on sale, withdrawing a sale after it already has happened then making the order unadaptable stunk of disrespect to their customers.
After multiple emails they agreed to refund the postage of the first order, letting me order a new pair of goggles. However despite being marketed as adult senior goggles they were in fact child sized (see photo for comparisson with normal adult goggles) I tried to log on and found they had deleted my account. It seemed clear that this had been done in retribution for complaining the first time. When I emailed to ask for help my emails were ignored. It was only with the threat of the credit card company withdrawing payment from them for the order that I finally got an email response from them. They promised to refund the goggles but as yet haven't, I fear this was as much a lie as claiming to have no record of my account (the one I'd logged in and out of several times when making first and second orders) despite acknowledging that there was an order two claims which were mutually exclusive.
I believe just having a person on the phone to talk to about everything would have solved the first minor issue immediately but the lies, account deleting, ignoring of emails, denial of refund for faulty goods (ie breaking UK law) was pathetic and appalling.

I made a purchase of three items on SportsDirect.Com. I had purchased some items previously and the items didn't fit my daughter so I returned and as predicted they only give credit notes... anyway I used the credit note to purchase items that would work for her which did, however a balance was left hence my other purchase.
I made the purchase in March early 20's.

On Friday the 29th I recieved an email and text messages that the items were gonna be delivered. I wasted a whole day waiting in. At about 10am or a bit before I saw a lady with a parcel in her hand looking unsure of where she was going... I ran outside to inquire if the parcel belongs to me. She answered and said it was for a another number in the same address... a gut feeling kept telling me it was my parcel... when she seemed as if she couldn't get in I was about to offer to take it when she said I couldn't sign for it if the persons weren't home.

I looked up at the balcony to the sound of a thief telling her to press the buzzer again. She went up to him and gave away my parcel. As my luck would have it... literally moments later I saw him packing his possessions and moved away with my belongings... (clearly he knew he was leaving so he saw no problems moving with things that did not belong to him)

I had no knowledge except the gut feeling until hours passed and I'm wondering why have they sent messages and emails so early yet my parcel is yet to come. As soon as I went on my phone to check the message for the tracking info I saw a message that said something to the effect of enjoy your package! Enjoy what package?! The ones Hermes your courier gave away! It was only £34.99 but it's my money.

It was a nightmare figuring how to contact Hermes in the state of my panic when I realised what had really happened. When I finally did that same Friday on their online chat they said they'd get back to me within 28hrs. I went away on holiday the Sunday (I wanted those items to take with me) when I checked my emails either the Monday or Tuesday they responded apologising that their courier acted out of their code of conduct on this occasion, they then instructed me contact the supplier and let them know what happened so they can contact them. I did so... The email address I made the purchase from was different from the one I sent the complaint to Sports Direct customer service. They stated that they couldn't find the order as a result of that. I responded and sent an email with the order number, my name and address and they have not contacted me since and that's about three or four days ago. I'm not going to let it go as I did nothing wrong except made a purchase... I even have the courier on my surveillance camera not handing me the parcel so why the hell am I out of pocket... I need my money or the items I purchased!

Dear Sports Direct,

Firstly, I would like to start off by saying how disappointed and disrespected i feel by the service i have been given at your east ham store.

I went into the east ham store about 7 weeks ago and had the worst experience i have every received in any retail store. I entered the store with a McDonalds drink with my head phones on. I was then physically pulled by the security on my left arm and was told to leave. I then asked him why i need to leave and he told me i am drinking a drink in the store. I asked him where i could leave my drink and also to not put hes hands on me he then started to be very aggressive in hes tone of voice and made me feel very intimidated. He then asked me to leave which i was very confused on why as i haven't done anything wrong so I asked to speak to a manager. He then laughed at me and told me there is no one here to see me which made me feel very helpless. I then kindly asked one of the sports direct staff to call a manager who then told me that he is busy so wont be able to help me. I waited out the entrance door for a manager to come but in the mean time i was told by your security guard to "shut the f*** up, you stupid black c****" now far as im aware i do not expect my race to play apart in any customer experience. I then asked him to give me hes name and to get a manager, which he refused to do and told me that hes not racist as hes wife is black. Now i do not appropriate any white person putting negativity on my race. I was absolutely humiliated and felt very helpless. A manager finally came over and i tried explaining the situation to him but he didn't really sound bothered and looked at him like this has happened before. The security guard was then asked to move away from me while i told him what happened as he was very rude and seemed to find it funny. I asked the manager for the customer service number and he told me there isnt one so i left feeling very upset then i asked for hes name which he refused to give me. I then called *******200 which i spent over an hour on the phone trying to get hold of someone which was very unhelpful. I expressed how upset i was to the the receptionist on the phone and told her what happen which she was very apologetic about and she said she would put me through to someone. Which was a waste of time as 7 weeks later i still have not heard anything. WHICH I AM Absolutely DISCUSSED by. I have returned everything that i own from sports direct and would NEVER shop there again. I am actually a fashion mens youtuber so i am planning on sharing this experience as i cant believe this has happened to me. Knowing that you have amazing black role models supporting your brand such as Anthony, Little mix ect but i can be racially attacked by your staff? I have made any tweets yet but i will be making my followers aware of this and want to know how sports direct are going to deal with this?

THE RESPONSE FROM SPORTS DIRECT:

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Thank you for your email.

I was very sorry to hear of your dissatisfaction at the service received from our store. I would like to take this opportunity to apologise and to also thank you for bringing this matter to our attention, as it provides us with first hand impressions of areas in which we need to improve our service and training, either locally or nation-wide. Our relationship with our customers is usually excellent, so I am very concerned about your perception of the service you have received.

We strive to achieve the highest levels of service and it is of great concern to us when these levels are not met, like in this instance. Our standards have evidently not been met and this is not the level of service we would wish any customer to receive.

We expect the highest standard of the customer service from all of our employees and were very sorry to learn of this incident. I can confirm that the Security Company that we used at the time is no longer working in that store, we have a new Company covering them.

We are investigating this as a matter of priority and will be taking the appropriate steps. As a matter of course, we will ensure that employees of our store receive additional training, to avoid anything like this from happening again.

I would like to reassure you that your comments have been passed on to the Area Manager responsible as we take all feedback, whether positive or negative, very seriously. Our staff undergo a comprehensive training programme, which generally results in excellent levels of customer service and a strong relationship with our customers, but I can only apologise if we fell short in this instance.

Once again, let me assure you that your comments are valuable to us.

Kind regards,

Tanya

Customer Services

DO NOT BUY FROM SPORTS DIRECT! THE MOST RASICT COMPANY I HAVE EVER SPENT MY MONEY IN.

I am writing with regards to a recent purchase made on August 22,2015. I would like a refund as the goods are not suitable for my son.
To explain in more detail words are not enough to say how cheated, humiliated and sad I am feeling right now after returning from the sports direct branch at Aberdeen kitty. On the 22.08.2015 was my 3 year old son's first football practice and I went into sports direct and bought Him an Adidas Goletto FG hard boot (serial number *******8130) and a sondico flair slip (serial number *******1020). With my past experiences with these kind of shops, I asked the girl who attended to me that CAN I GET MY MONEY BACK IF THE BOOTS WERE NOT SUITABLE? She replied yes that I CAN GET MY MONEY REFUNDED TO ME OR I CAN SIMPLY EXCHANGE THE ITEMS FOR ANOTHER ONE. She never mentioned anything about their return/refund policy - which I only just found out yesterday afternoon.

The football boots are not suitable for my 3 year old football training and the sondico flair slips are just too small for him. I am a regular customer to many other clothe and retail shops in the UK and all of them always refund me my money back if the items I bought were not suitable. I was not told about sports direct return/refund policy on the 22.08.2015 - the day I bought the goods which now makes me feel cheated, and been deceived. I also feel I am been forced to buy what I don't need. I am rejecting this item and I am rejecting this sale and I am rejecting this contract with sports direct.

I need my money back and I plan to escalate this deception using the sale of goods act 1979 to all the relevant authorities in the UK and also to all relevant authorities in the European Union. I also plan to inform the office of the consumer goods and services ombud about these unfair practices by sports direct. Sports direct policies are not very clear. This is deception and they showed no empathy or sympathy to me when I visited the shop to ask for my refund.

I need my money back and I am feeling very distressed about this deception. I have been misled and I feel that I am been forced them to buy goods they don't really need? Sports direct why the deception? Is this how you mislead other customers and force them to buy goods they don't really need? My Receipt details are: store 0220 Till no. 02 Tran: ******* Date: 22.08.2015 Oper: ******* App. Id: A*******010. To resolve this issue I want my money back with an apology for misleading me on that day I bought those items. The store manager was very nasty and not helpful at all.

Quality items and discounted items :)

I recomend it to everybody! Excellent items, excellent prices, excellent service!

Price +
Quality -
Customer service -
Reliability -

NEVER AGAIN!