Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a set of golf clubs from PXG, the had to be adjusted beyond the original assembly process, I was told by **** ***** of the corporation customer service that in order to resolve the problem with the original order the clubs had to be returned and a new set **** be to meet my requirements. I was told that the return would cost me a 12% restocking and I would have t reorder the clubs. When I reviewed my refund I noticed to my surprise that the Tennessee sales tax I paid was not refunded. I call customer service representative **** ***** stated it is the company policy not to refund the Federal Tax. I found this statement to be incorrect due to the fact that it is Tennessee Sales tax. I then asked to speak with someone in the business office and **** ***** informed me that was not possible. I wrote a email to *** Parsons the owner of PXG advising of this issue and did not get a response. Thankyou

  

  Business Response

  Date: 01/27/2025

  Thank you for reaching out regarding your refund. I appreciate your patience as we reviewed your case. After a thorough examination and review from our Accounting Team, we can confirm that the refund was processed correctly according to our policies.
  
  Our records indicate that you were not charged a restocking fee. Additionally, since you initially purchased a Lucky7 promotion and returned only part of it, this explains the specific amount refunded to you.
  
  Please note that with any refunds, sales tax on returned items is also refunded. However, shipping costs are nonrefundable as per our policy guidelines.
  
  **************************************************************************************************************

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a golf driver from PXG's authorized retailer on or around August 2022. Used the golf driver as my main driver for 10 months. On 6/09/2023 i played a round and hit 2 shots. On the second shot the driver's crown completely separated from the head (admittingly, I tried to glue it back on and fix it so I wouldn't be out any money).on 6/10/2023, I reached out to PXG about their warranty. Was told they were going to warranty it over the phone by someone named ******. on 6/12/2023 I followed up via phone call and email. After a couple phone calls and emails, I get an email back saying they were not going to warranty it because the golf club had a dent in the toe (happened like 6 months ago from a ball mishit and is merely cosmetic, and hasn't hindered performance) they also cited ball marks ...It is a golf club and obviously will have a ***************** or two. But these are common cosmetic damages and not from "abuse" as they state. I believe i was sold defective equipment. I am not after money. i dont want a refund.

  

  Business Response

  Date: 06/13/2023

  Hello **************, 

  Thank you for taking the time to share details about your recent experience. I understand that you reached out regarding the crown of your driver separating and apologize that you were not served according to our high standards. 

  After reviewing your case, I do think we can come to a resolution that you will be satisfied with. I will be reaching out to you here shortly. 

  I look forward to speaking with you!

  Best,

  ****************

  Customer Answer

  Date: 06/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a set of Gen 2 irons in 2019/20 and felt like they werent right. They set me up with a new re-shaft but still didnt feel right. I was convinced to order a brand new set of Gen 4 clubs - THE WHOLE BAG (they are better at selling than quality service or product). Within days of receiving them I advised the fitter that something was wrong but he just told me to keep playing them. Within a month I asked about returning them but I was ignored. Was later told to just swing with a pull hook and wedges were bent. This shouldve been my red flag but they kept reassuring me that they would re-shaft and make it right if things didnt get better. Well, they didnt and salesperson ignored me from that point forward. I went to a new PXG store and new fitter said he would take care of me. Come to find out, the irons were crazy heavy and explained why it felt like I was swinging a jackhammer!! Although I was told the clubs were being sent to PXG, this gentlemen sent them to a local golf shop to get special weights and never told me. I picked up the clubs and was still not performing comfortably. He said management had approved the re-shaft and off they went. Well, apparently he never sent them to PXG but to a local shop AGAIN!! How can I trust the product in front of me? The weights are again off as well and the fitter was let go for this. You would think PXG would bend over backwards to earn my piece of mind, especially for a company who claims that outside repairs void the PXG warranty!! But here I am being asked to ignore the ** Ive gone through!!! Shame on you PXG!! What a joke!! I asked to have my preferred shaft and properly done at PXG but they want ME to pay for it! Granted, theyre offering to do it at cost pricing but this is ridiculous!! Two sets of PXGs that dont work!! Im stuck with the most expensive piece of golf junk!! Beyond disappointed in what once upon a time THE luxury of golf.

  

  Business Response

  Date: 03/29/2023

  **************,
  
  We have reviewed the BBB complaint and contacted Store Leadership to assist. *********************** will be your Point of Contact moving forward in this matter and will be in contact with you shortly.

  -PXG Player Support

  Customer Answer

  Date: 03/29/2023

  
  Better Business Bureau:
  
  I have received resolution prior to this from PXG - thank you for your assistance and please remove the negative complaint. 

   

  Many thanks, 

   

  Henry 
  
   

  
  

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2-27-23 I Traveled to ******* ** for a 4 day golf trip with my older brother. I purchased i brand new set of PXG **** clubs the entire bag from Driver, to fairway metals to all irons. I spent $3000.00 for the entire set. I have played golf for 20 years now, and i have owned numerous sets of new golf clubs. I struck a ball with my 5 wood fairway metal and the entire club concaved in. This ruined my golf trip in a way because now i have to improvise on what clubs i can utilize in may bag. I flew back home on 3-5-23 and took my 5 wood fairway metal back to PXG so it can be replaced because clearly ********* is not supposed to breakdown in that way. They refused to replace this defective club. I have never seen this happen before. The salesperson at PXG also claimed he had never seen that happen before. **** the salesperson at PXG acknowledged that what happened to my 5 wood should not have happened. All i want is this defective club replaced. Before i purchased my PXG clubs i was told each club came with a warranty, Now this company does not want to stand behind its product. My order# ****** all pictures are with PXG. I have escalated this problem with them again and again only to be given the run around.

  

  Business Response

  Date: 03/08/2023

  **************,  

  We regret to hear there were issues with your PXG fairway wood purchased in February of 2022. Our warranty policy covers any manufacture defects, however, the extent of the damage done on that specific club normally would not be considered. Due to your circumstance, we will approve a new club to be built/shipped to you with the same specs. I assure you that is not the norm for PXG and should not be an issue moving forward for any of your clubs again. Thank you for the opportunity to make things right for you! We will be in touch with you via email to confirm details of your new club order. 

  Thank you for being a valued PXG customer.

  ***, ********************** Supervisor

• Initial Complaint

  Date:12/05/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was fitted for and purchased a full set of PXG clubs. I practiced and played with them for 3 weeks. The fitting I received was for clubs almost identical to clubs I was already using. I did not see any difference so I called and requested to return them on 8/31/2022 as per their email they were shipped that same day. I waited for three weeks and when I did not hear anything I called and was told that the clubs had been received and everything was in good shape. I was told toe pest a credit to my credit card in 10 - 12 days. I waited for three more weeks (Oct 13, 2022) and still nothing I called back and was told there was a problem and they would need to send me check. I emailed them my address and was told I would be receiving my refund. I called back on Oct 31, 2022 and was told accounting was sending my refund.I still did not hear from or receive anything. Called back on November 6 and once again was told that they would submit everything again to accounting. I asked if there was anything else I could do and what was the problem. I got no answer! It is now December 5, ********************************** received my refund if $4200+ . I do have copies of the emails and the original sales slip.

  

  Business Response

  Date: 12/11/2022

  Hello Sir, 

  I regret to hear that you had issues/delays with your return and refund. This is not the norm for PXG and are sorry for your experience. Per our communications via email, I have expedited this to be processed by check refund and mailing that to your home address. This should be received and resolved by the end of the week, as check refunds do take a little more time for processing. I have sent you my direct contact information and will be be in contact to ensure the refund has been received. 

  Wishing you all the best, 

  ***, Player Support Supervisor 

  Customer Answer

  Date: 12/12/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  

  I have received my refund via FedEx.

  Thank you

   

  
  Regards,
  
  *********************
  
   

  
  

• Initial Complaint

  Date:11/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/17 I placed order USW-******** for $965.66 for a set of **** Gen 3 Irons and an **** (2021) Driver. On 10/24 I received an email stating that my order had been terminated because it had been flagged for potential fraud; **************** stated that the problem was internal, and many orders had been flagged the same as mine. I was also told that if I still wanted the clubs I would have to place and additional order while I was waiting for my refund to be processed. I was also told that the driver was no longer available (No alternative was offered, and I was told that if I wanted to replace the driver with an upgraded [available] driver I would have to pay the difference. I was told to allow 3-5 days for the refund to show up in my account). On 11/01 I had still not received a refund; I contacted customer service and was assured that the refund would be in my account no later by the end of day on 11/04. On 11/7 I still had not received a refund to my account. I was told that the matter had been escalated and that accounting would have the transaction posted or an explanation as to why I was continuing to experience an ongoing delay. On 11/9 I had still not received the refund or any contact from the accounting department. I was told that there was a refund to my bank on 11/7 for $138.03! This amount was incorrect, and I shared my banking information with them to demonstrate this fact (Also no refund was posted, or ever posted). I was told that a live Physical check would be expedited to my home- Because of all the other empty promises I asked for proof that the check was being sent. I was then told we were waiting on accounting and the information would be sent over asap. Today is 11/14 and I have yet to hear from accounting, have proof of a check being sent, or any evidence that a refund attempt of any form has been made. This is my first experience with PXG. Not A good representation of the merchandise or Mr. *********************** respectively.

  

  Business Response

  Date: 11/16/2022

  Hello ******************, 

  We regret to hear there has been issues with your order and refund. This has been escalated and processed for an immediate refund in full $965.66. Check refunds do take longer than the electronic refund process. However, I have sent you a direct message and will be your point of contact to ensure you are taken care of and satisfied with the outcome. 

  Thank you for letting us make this situation right for you. 

  ***, Player Support Supervisor

   
  

• Initial Complaint

  Date:10/31/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially ordered PXG-0311XP-G3 on October 16th 2022 USW-********. The order was erroneously cancelled on 10/18 by PXG due to fraud suspicion without contacting me. I reached out to PXG to confirm that the order was in fact not fraud, but had to place a new order since the original order was already cancelled & refunded. I did not receive the refund until almost two weeks (11 days) after the cancellation & well after the 5-7 days quoted time.My 2nd order (SO-836287) was placed on October 19th, 2022 & paid for thus tying up ~$1,100 on my credit card. I have been in in email contact with PXG, & spoken live with customer support team members however it has all been lip service. The 'order tracking' site states that PXG Equipment SHIPS within 7 days from your original purchase. I am now 12 days from the 2nd purchase. I have been told multiple times through email & over the phone that my order was being sent to the build team & today told the order would be expedited due to the delays. I checked the order status again & now my order shows that it is 'backordered'. I understand product being out of stock, but I'm not sure I understand ordering an item twice with no issues collecting payment for an order displayed as in stock to ultimately be backordered with no communication or plan from PXG.

  

  Business Response

  Date: 11/02/2022

  Hello Sir, 
  
  Thank you for taking the time to speak with me this evening. I regret to hear we had some delays with your original refund on order USW-00109798.  We confirmed this has been processed and received. In regards to the back order delays on some of the items on your new order SO-******, I have given you a free upgrade into GEN4 line so there is no further wait on your end. 
  
  Thank you for your patience, while this is not the norm for PXG we understand your frustrations. Thank you for the opportunity to make things right. 
  
  We know you will love your new clubs, if you need anything else, pleases do not hesitate to reach out! 

  ***

  Player Support Supervisor 

  Customer Answer

  Date: 11/02/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
   
  

• Initial Complaint

  Date:10/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on August 26, 2022, for a Gen4 5-wood, order #SO-773718. I purchased the club for $229.00. As part of the order, I bought a hybrid as well and experienced issues when I received the club with a weak point in the shaft. PXG did replace the shaft on that club, but it took nearly four weeks to correct the issue because they lost the head of the golf club. That said, I did not get things back until either late September or early October. As such, I did not play a round using either club until Friday, October 7th. On October 7th I tested my new clubs for the first time. On the 16th hole, I used my 5-wood to tee off, and this was either 3rd or 4th time ever using the club. Upon striking the ball, I noticed the club face was damaged. The face of the club had chipped away in multiple areas. I was baffled because I had struck the ball on the face, using a brand new ProV1 right out of the sleeve. I almost immediately contacted PXG to see about filing a warranty claim. I sent in the photos of the damage. I received an email from PXG stating that they were not going to replace or fix the damage to the club because they claim that the damage would have been caused by hitting a golf ball that had dirt or debris on it. I again contacted PXG to have the issue escalated, and I explained that I used a brand new ball and that I take care of my clubs, but that the club still experienced damage. I received a response and PXG agreed to fix it. However, since the Gen4 was out of stock, my only option was to downgrade to the 0211 or pay the difference and get the Gen5. I was frustrated that PXG would not be able to fulfill a replacement using the same model that I purchased. I do not want to downgrade my club to the 0211, but I also don't see that it is right that I have to pay more to get the Gen5, which is most similar to the club I have because PXG cannot fulfill a replacement with the Gen4. I feel like PXG is not concerned with taking care of its customers.

  

  Business Response

  Date: 10/25/2022

  Hello *** *********, 

  We regret to hear you had warranty issues with your club, that is not the norm for PXG! Given your experience, we will upgrade you for free into the GEN5 model since the GEN4 is out of stock. We will be in touch with you directly to coordinate the exchange. 

  Thank you for the opportunity to make things right for you. I hope you continue to love your PXG clubs!

   

  Kim- Player Support Supervisor 

  Customer Answer

  Date: 10/25/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18295534, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  ******* *********
  
   
  

• Initial Complaint

  Date:10/21/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday September 24th I went into the PXG store in Mesa for a custom fitting for a set of golf clubs, where I ended up purchasing a half set. On Sunday the 25th I decided to go ahead and upgrade to a full set of clubs and contacted the store on Monday. My fit specialist was off so I scheduled another fitting appointment on Tuesday where I ended up purchasing a full set. The original order was already in the process of shipping to the store, and I was advised that they would cancel the order and return the clubs and issue a credit back to my credit cards since there is no way to apply the payment I made to the new purchase. I’ve received my new full set of clubs, but haven’t been able to get a refund for the first purchase after several calls. This was a split payment, a credit of $1000.00 needs to be applied and a credit of $756.82 needs to be applied to the other card. I sent an email yesterday and haven’t had a reply as to what is going on. I am deeply disappointed with PXG and their customer service, now I’m wondering if I made a mistake in trusting them with my current and future purchases.

  

  Business Response

  Date: 10/25/2022

  Hello *** *******, 

  We regret to hear there was a delay in your refund, that is not the norm for PXG! After further review, our records indicate that we submitted for the full refund on 10/18/2022 to the 2 different cards used for the original purchase. It can take 5-7 business days to see that reflected on your account. I will send you a direct email to be a point of contact if you have any further questions. 

  We appreciate your patience and business and hope you love your new clubs. 

  -Kim- Player Support Supervisor 

   

  Customer Answer

  Date: 10/25/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18295580, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******
  
   
  

• Initial Complaint

  Date:10/05/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a club and returned for refund. Over 60 days later, no refund 7/5 Made the purchase SO-708272.7/18 Request for return RMA RC049001. 8/27 -send a request to verify Kept sending emails.9/2 - PXG responds saying they have processed the refund. 9/26 - PXG says they are investigating 9/28 - PXG says they issued the refund on 9/28/22 Today is 10/5/2022 and there is no refund on my account.I've waited over 60 days for refund and they say it's refunded, but nothing on my account.Something is very wrong on PXG side.

  

  Business Response

  Date: 10/05/2022

  Good Afternoon,

  We show that the card ending in **** was refunded on 9/28. Here are the details of that transaction. 
  

  $184.88 Refund
  

  Sep. 28, 2022 3:49 pm
  Issued by: ***************************** at Player Support
  Source: Point of Sale
  SO-708272 returned for refund
  ($184.88)
  TOTAL
  ($184.88)
  Visa ****
  ($184.88)
  Sep. 28, 2022 3:49 pm
  Receipt #RahI

  In some cases it can take **** business days to process depending on financial institution. Please let us know if you have any other questions.

   

  Sincerely,

   

  *********************, PGA
  PXG Player Support Supervisor