ComplaintsforTaylorMade Golf Company

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  TaylorMade Iron sets - **** 2 *** I'm encountering significant problems with my TaylorMade Iron sets. Three years ago, I purchased the Sim 2 ******** set at the *** superstore, and now, the shafts on the 7 iron and 6 iron are breaking within weeks of each other. I was afraid that my other iron club would be broken down in the next couple of months. Despite filing a warranty claim via email, TaylorMade informed me that their policy only covers up to two years, and they won't be able to assist further. This is ridiculous that they only cover the warranty for two years for defective clubs.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 20th, I was at a practice range in ** when my Aero Burner driver club head snapped and flew about 50 yards (made perfect contact with the ball, did not hit ground or any other object). The head nearly hit course staff. This club is in excellent condition (looks new!) and used maybe 10 times ever. It is house kept and not exposed to extreme temperatures or elements as can be seen in the attached photos. After contacting Taylor Made, while staff were friendly, it was indicated since the club exceeds the 2 year warranty , it cannot be replaced. I was very disappointed given the condition , age, and price of this club. I can understand it was an old, hand-me-down beat up club which is certainly not the case here. This should not have happened which makes me question the product quality. All clubs and accessories I own are TaylorMade (I own thousands of dollars worth) and simply asking the company to stand behind its products. I was simply looking for replacement so I can continue to support and advocate for TaylorMade. Given the current cost of drivers, I may consider going Callaway.

  Business response

  05/31/2024

  Hello,

  Overall, out TM warranty on products in 2 years from the date of purchase. Which is a leader in the industry as most have a 1 year warranty.   In reviewing the correspondence we had in this situation the customer believes he purchased it well before 2 years ago. Our team member noted to him that its out of warranty and ultimately offered him a 30%code for a new driver if he sent over pictures of the damage. He followed up with an email but we havent heard back from the customer  any photos so that was the last communication we had until this BBB submission.  I do see the customer submitted photos.  ******** is still outside of the warranty period for multiple years at this point and we would still be happy to offer a 30% discount for the purchase of the a new product.

   

  Thank you

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sept 25th 2023, I purchased a golf driver from ***** Golf (Owned by Taylormade) for ******. After using the driver for approximately 5 months the driver broke in use. Emailing *****, on the 25th of March, I was advised to use the Taylormade warranty return form. Filling the form on the same day, a response was received on the first of April. After a few emails back and forth I was advised on April 2nd, that the club was no longer in production, and to print their *** shipping form and mail the driver back for a full refund. This was mailed by *** on the third, and marked delivered to their office on the 4th. (Tracking number DW02609926 shipped by ***)I did not hear back from Taylormade, so I emailed them on April 15th. After not receiving response, a second email was sent to Taylormade on the 23rd, stating I would be contacting the BBB if I do not hear a response from my claim. They did respond on the 24th of April stating the warranty claim "was supposed to go through on April 8th, but the ***** credit account has been deactivated since they shut down" furthermore asking for my banking information. After responding with this information on the same day, , no further response, or contact has been made from Taylormade as of May 1st, 2024

  Business response

  05/01/2024

  Hello,

  This message has been sent to the customer service manager in ******--******************* ********************************************* and he will be reaching out as soon as possible to work to resolve for you.

   

  Thank you

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a putter early March. After 3 weeks had not received. Called the company. They told me they actually didnt have the putter. I was refunded my money. As part of the purchase, I sent in a ******************************** 5 putter as a trade in. When the sent it back to me, it didnt have the head cover. I called. Received an email in April 9 that they contacted the warehouse and it was being mailed back to me. Have still not received. I sent emails on 4-17, 4-20, 4-23 and 4-29. Have not heard 1 single thing back. If I sell that putter in the future, they will want the head cover. Taylormade is going to send me back a replacement. They have completely ignored my requests for info.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They offer a trade in program, send in last year clubs and they credit money towards new clubs, set my old clubs that were in great shape, they sent them back in unwrapped , loose in a box with no explanation of why they sent them back , I got no explanation and no credit and they damaged my clubs in returning them to me , it was a scam from the start they just wanted me to buy the new clubs and now I have no recourse

  Business response

  04/19/2024

  Hi---we are certainly happy to help.  Could we please have the order number assoicated with this transaction.

   

  Thank you

  Customer response

  05/02/2024

  taylor made golf was offering a trade in on used clubs , with purchase of new set my order num was DW02879400, i carefully packed  wrapped and set the clubs as told , i received the clubs back , with no packing materiel ,just lose in a box , that damaged my clubs , i sent them clubs in good shape , that i can back up with pictures and people who all saw the clubs many times . they never explained why they returned them to me in the first place , got them them back loose in a box with no letter or expiation , this was clearly a bait and switch scam , they already got my money for the new clubs , that i would of never bought without the credit for my trade in , they owe my ************************************************* thank you 

  Business response

  05/02/2024

  Hi---

  In previous emails we asked for an order number to this complaint but did not receive one however we have figured that out.

  Here is a summary of what we have offered including how this customer chooses to correspond with us.

  He sent an email asking why his trade in clubs were returned/rejected, the team noted it was denied due to damage (cave in the speed slots,) but also offered to bring the clubs directly to us for evaluation which he denied. From there it was just a parade of verbal abuse emails and no interest in allowing us to offer alternative options.
  
  Last e-mail  Just want to thank you for pushing me to ******** ,played today with the new clubs i got from them , wish i would of switched  years ago ,   now i know you dont give a **** , it will never change a thing , but you are a ******* thief , you stole 400 dollars from me ,i hope you ***** on my money , i hope on your death bed as you gasp for air you think about how you ****** a poor guy just trying to get new clubs .i hope horrible things happen to you , **** you rot in **** ***.

  Based on the fact that we have offered solutions, and this customer responds with that type of language we will not be engaging any further.

  Thank you

   

  Customer response

  05/13/2024

  let me tell you, I sent them a nasty email because I was stolen from, I shouldnt of sent it, but they stole from me I have proof, pictures and videos of the clubs I sent to them for trade, I also have 8 to 12 people who saw the clubs on a regular basis to swear they were in good condition, I have golfed for 59 years, I no what used clubs look like, they got my money for the new clubs and never were going to buy my used clubs, then when the 3rd party refused my trade in they put them loose in a box and returned them, that caused them to be scratched and damaged so Im stuck with them now. This is a professional bait and switch and Im the sucker 

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date: Jan 24, 2024 Order #: DW02810705 Order amount: $2,696.38 Items purchased: 2 RBZ SpeedLite Sets (item no. N8017107)This complaint is being because the merchant is not providing a refund for the return. I will attach the return labels that were issued by the merchant. The return has been delivered for over a month now. Tracking numbers: ************ 270492331799Returns were delivered back to the merchant on 02/05/2024 Merchant has not responded over email communications for over a week now. Completely disappointed with the service provided by this company.

  Business response

  03/14/2024

  Hi,

  On the return in question the reason we have thus far rejected the claim with the customer is that the packages that were supposedly delivered do not match up with what was sent.  The boxes when delivered to the customer were full clubs sets that weighed close to 20 pounds in boxes with dimensions of 47 inches x15x10.  The boxes that were supposedly returned to us weighed 5 lbs and were dimensions of 9x7x0.  That combined with we do not have record of receiving the boxes at our facility has led us to the conclusion that this is a fraudulent return in-line with similar return scams we have been seeing at our warehouses with customers who place online orders.

  Customer response

  03/19/2024

  The same items that were delivered, were the same items that were returned using the prepaid shipping label provided by the merchant. The discrepancies mentioned by the merchant can be taken up with the shipping carrier. Once the items were dropped off for return, the liability was removed from my hands. If no resolution is made, a chargeback will be commenced for the refund not received of this return.

  Business response

  03/22/2024

  Hi

  After further investigation with ***** they confirmed that when these packages were dropped off at the location in ******* ** they weighed 5 pounds which as mentioned earlier is significantly lighter than the shipment we sent out, that the customer had requested to return. 
  At this point we are continuing to view this as a fraudulent return. 
  

  thank you

  Customer response

  04/09/2024

   Good morning,

  I am retracting what I said prior and would like to apologize for filing this complaint. It turns out my wife had returned a different set of boxes that were identical to the shipments we had received. Since they were still in the same spot we did not even bother to double check, until this morning we took a closer look and realized the items that should have been returned are still here. I can print out the labels and send the correct items, or would it be required to use new shipping labels?
  

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  - Purchase model: Taylormade M2 wood 3 - Purchased for cash through Golf Galaxy in May 2021 - The purchase price was about $220 including tax after discount.- At that time, it was displayed and advertised as a 2020 M2 Rescue model. M2 Driver ****, M2 Wood 3, M2 Hybrid were carried out together - problem : During golf practice at home on January 27, 2023, the face of ******** cracked, so it was accepted for Talyormade warranty. The warranty site says that the product in use has a 2-year warranty. I received a reply by e-mail on January 29th, but this product itself is a bit old, so I requested documentary evidence such as a receipt or card statement. It is said that the sold products are difficult to find if bought with cash.In the case of other companies, if they make a truthful statement based on the consumer's trust, they provide a 99% warranty based on the specificity and truthfulness of the statement, even if there is a lack of documentary evidence. I think Taylormade is a great company that does its best for product and customer satisfaction, and I still use TM's in most of my golf products.- Golf Retailers did not advertise TM's 2-year warranty, nor did they advise keeping receipts for 2 years. Therefore, if you buy in cash without knowing this, most customers like me do not keep receipts for more than a year, at least a week. In this case, even if there is no receipt, it is necessary to acknowledge that the purchase details are true when the customer's statement is consistent, real, and specific. It would be very wrong for TM to assume that this product is out of date and has not been purchased in 2 years. We sell products released in 2017 in 2021, and now we are selling M2 products in Golf Galaxy in 2023. TM's competitors are already on the market with products more than two years old. If I buy the product in cash now and lose the receipt, TM will say that the product is old and can not do it because the warranty period cannot be known without the receipt. I think this may adversely affect TM's business reliability in US commerce based on the credit society.

  Business response

  01/31/2023

  Hi,

  Thank you for your question and concern.  I can understand your position and questions as it relates to your club.  Overall, our warranty has two parts.  2 years from when we release a club and 2 years from date of purchase.  The two years from date of purchase assists in those areas where you may have purchased a slightly older club.  Overall, we do ask for a receipt in this situation as otherwise it would be hard difficult to know if a person purchased a product second hand that was brought to market multiple years ago.  

  We do greatly appreciate you choosing to play TaylorMade and we are happy to accept this warranty claim.  If you want to email ********************************************** directly, he will assist on a solution.

   

  Thank you again,

  Phil   

  Customer response

  01/31/2023

  
  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,
  
  Woo *********************
  
   
  

• Initial Complaint

  09/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Taylor made Request ID: *****************?I purchased an entire new set of Taylor made golf clubs on 7/6/22 Order Number: DW01850006 and Ive gotten multiple emails from TM saying they havent seen any issues after I sent over all the documents. I was told this was standard wear and tear however I bought these this July and shouldnt have face issues of a golf club like this after 3 months. Absolutely ZERO chance of that and the product that I purchased has a defect. I would like to add that when I bought these clubs half of them had the standard shrink wrap and others did not. So, Im trying to figure out if I need to return other clubs that I bought to get replacements.

  Business response

  09/27/2022

  Hello

  while the damage that we can see in pictures is something that can happen during normal use of a club, we certainly want the customer to be happy with the club and their purchase. 
  they can contact customer service manager *********************** at ******************************************* for next steps. 
  

  thank you 

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a TaylorMade golf bag in September 2021 from a store called *********** in ************* **********. I have played less than 10 rounds of golf since then using the golf bag. A support rod on the inside of the bag has snapped, which now prevents the bag legs from extending, and has rendered the bag unusable.

  Business response

  08/22/2022

  Hi,

  We are sorry to hear about what happened to your golf bag.  You have a couple of options to start a warranty process.  The easiest option is to head back into the store that you purchased the bag from as they should be able to start the process on your behalf.

  You can also give us a call at ************ and one of our team members can take you through the next steps to start a warranty request.

   

  Thank you

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Taylor made processed an order for golf clubs. The sent me a order confirmation number and shipping information. They are now cancelling order because they claim coupon was no good. When you order online if the coupon is bad, it immediately comes up. This company must stand by this purchase and deliver the products

  Business response

  02/23/2022

  Hello,

  The discount code that customer mentions was posted online without TaylorMades knowledge and was a fraudulent code that goes against our business policies.  Also, we have outline in our terms and conditions online at taylormadegolf.com that we reserve the right to cancel any orders before they have shipped.

  All customers who placed an order with this code were notified of the cancellation and why the order was cancelled.

   

  Thank you

*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. ↩