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:06/20/2023

  Type:Customer Service 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.

  I am having a really tough time redeeming my gift card. I cannot figure out how to check the balance neither find the cvv. Also, the phone number provided sends you to a voicemail that does not match the phone number provided and the mailbox is full. Would love to redeem the card and play some golf, but I have yet to have any success.

  Business Response

  Date: 06/21/2023

  Good morning *** *****,

  Thank you for contacting the Better Business Bureau to make sure that you receive the best possible service. It is our mission to make sure that our customers are able to enjoy the gift of golf, and if for any reason that hasn't been your experience with Go Play Golf, I appreciate the opportunity to make it right.

  My sincere apologies that you had any trouble redeeming your gift card. I do see that you were able to redeem a portion of your gift card. Also, it appears that ****** the customer service supervisor, left you several voicemails and sent an email. Please feel free to contact her at your convenience if you have any questions or issues redeeming the remainder of your gift card. 

  Thank you *** *****, we look forward to helping you enjoy the gift of golf!

• Initial Complaint

  Date:04/10/2023

  Type:Sales and Advertising 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.

  GOPLAYGOLF Cards are imposable to redeem. People by this card as a gift not knowing how hard it is to redeem. The reviews with the Better Business Bureau and ****** speak volume. It's time Better Business Bureau put a stop to their practice. It should be as easy as using a ****.

  Business Response

  Date: 04/15/2023

  Mr. *******,
  
  Thank you for contacting the Better Business Bureau to make sure that you receive the best possible service. It is our mission to make sure that our customers are able to enjoy the gift of golf, and if for any reason that hasn't been your experience with Go Play Golf, I appreciate the opportunity to make it right.
  
  I apologize that you had difficulty redeeming your Go Play Golf gift card. I was able to look your gift card up and see that after submitting this you were able to successfully redeem your gift card. I'm glad that you were able to use the gift card. Should you have any additional questions or another gift card that you would like help in redeeming you can do so through ************** or you can contact our customer service manager, ****, directly at ************. Please note that you can redeem your gift card for thousands of courses or if you prefer you can redeem for golf merchandise, golf vacations through *********************** or convert it to a ******* card.  
  
  Please feel free to contact us directly if you have any additional questions or issues. Thank you Mr. *******, we look forward to helping you enjoy the gift of golf!

• Initial Complaint

  Date:01/03/2023

  Type:Sales and Advertising 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.

  I received a 2 Go play golf gift cards. I followed all the instructed steps to book a tee time through their affiliated website supreme golf.com. I called and emailed the company with no results. This is the second time I've had a gift card from Go play golf that has not worked when you enter in the gift card codes. It did not only not work for one of the gift cards but both of them. Last year I had the same issue where the golf cards were not redeemable after just being purchased. On top of that the customer service is not helpful at all and wont get back to me to help support. It's making me think this company is a total scam.

  Business Response

  Date: 01/11/2023

  Dear *** ********
  
  Thank you for contacting the Better Business Bureau to make sure that you receive the best possible service. It is our mission to make sure that our customers are able to enjoy the gift of golf, and if for any reason that hasn't been your experience with Go Play Golf, I appreciate the opportunity to make it right. 

  My sincere apologies that you had any trouble redeeming the gift card. Please feel free to contact our customer service supervisor, ***** ******** ** ************ for help redeeming your gift cards. Whatever the issue might be with the cards, we will certainly work with you to get it fixed. Kate will be able to help you redeem your card for tee times, golf merchandise or a golf vacation. 
  
  Thank you *** ******** we look forward to helping you enjoy the gift of golf!

   

• Initial Complaint

  Date:09/16/2022

  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.

  A friend purchased a GoPlayGolf gift card. The card has a value of $100. Each time I attempt to schedule a round of golf, the golf course denies any knowledge of GoPlayGolf. Thus, this card is of no value to any user. I received the card as a birthday present which was in the month of June. To date the card cannot be used.

  Business Response

  Date: 09/17/2022

  Dear Mr. *********,
  
  Thank you for contacting the Better Business Bureau to make sure that you receive the best possible service. It is our mission to make sure that our customers are able to enjoy the gift of golf, and if for any reason that hasn't been your experience with Go Play Golf, I appreciate the opportunity to make it right. 

  
  I sincerely apologize that you’re having trouble redeeming the card. Please note, as per the instructions on the back of the gift card, you cannot take the card directly to a golf course. To redeem, please go to the website ************** and follow the instructions to redeem your gift card for rounds of golf, merchandise, golf lessons, or convert it to a TopGolf gift card. I see from your account that since you initially posted this, you’ve been able to successfully use your Go Play Golf gift card for a round of golf.
  Should you have any other questions or issues, please feel free to contact our customer service manager, ****, directly at ***** ********. Please don’t hesitate to contact her again should you have any other questions or there is anything else that we can do to improve your experience with Go Play Golf. Thank you Mr. *********, we appreciate the feedback and the opportunity to improve so that we can continue to help our customers enjoy the gift of golf!

  
  Go Play Golf

• Initial Complaint

  Date:09/01/2022

  Type:Customer Service 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.

  My wife purchased a GoPlayGolf gift card for me for father's day 2022. I followed the instructions for redemption. They have a fault process for redemption and make in impossible to utilize the card. Also, the customer service was quite difficult. I emailed and called the company and was bounced through several agents. I asked several times for them to call me or to have this escalated to a supervisor, both were ignored. When I called the listed customer service number, I always went to voicemail even though their business hours were listed and their line should have been opened. My calls were not retuned. In summary, I followed all directions as prescribed on my GoPlayGolf card and as indicated on the GoPlayGolf website. I followed the directions to redeem the gift card: the card says to redeem the card online if you don't have a tee time booked. I did that. (SEE SCREENSHOT BELOW) Then the GOPLAYGOLF.com website takes you to the supreme golf website to book your actual tee time. I booked my tee time with Supreme Golf and provided my credit card information, as required by the supreme golf website. (I was charged full price for the cost of my reservation a few days before my tee time.) Immediately after I reserved my tee time on Supreme Golf, I put in my redemption request through the GoPlayGolf website and received instructions. The instructions from Go Play Golf said that there is a Gift Certificate in my name that should be applied to my tee time. (SEE SCREENSHOT BELOW) When I got to the golf course, the course staff couldn't figure out how to process the gift card. The tee time was already booked through a third party (Supreme Golf) and paid for in full. There was no way that they could apply the golf course's gift certificate to a third party website. Note: As you can see, this process is designed to fail. Solution offered thus far - The only solution offered thus far has been for me to go to the golf course and pick up the gift certificate, only being

  Business Response

  Date: 09/17/2022

  Good afternoon Mr. *****

   

  Thank you for taking the time to contact us regarding your issues redeeming your Go Play Golf gift card. Our mission is to give the gift of golf, so I sincerely apologize that you were frustrated with the process. I did review the redemption details on your card and see that you spoke with our customer service department and also that a supervisor worked closely with you to help you redeem your gift card. It appears that since the time of your submission, you have since redeemed your gift card for its full value. I'm so glad that you were able to redeem your card. Please feel free to contact our customer service supervisor, ****, again should you have any additional questions. Thank you Mr. *****!

  Sincerely,

  *******

  Go Play Golf

  Customer Answer

  Date: 09/20/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Though I did attempt to redeem the card, I never received the benefit of the card. It is lost somewhere and I do not have it. 

  I followed all directions for redeeming my Go Play Golf gift card. I was directed to Supreme Golf to book my tee time, which is the process that is indicated by Go Play Golf. There was no option to pay with a 3rd party gift card. I submitted a redemption request with my Supreme Golf booking number on the redemption request sent to Go Play Golf. I received email instructions that a gift card was purchased in my name at the location of my time (The Club At Shannondel). (I never consented to Go Play Golf using my gift card money to purchase the gift card. ) The instructions stated to use the gift card to pay for the tee time. When I went to my scheduled Tee Time, the clerk was confused of the purpose of the gift card, as bookings through Supreme Golf are prepaid. It was impossible to apply the gift card. I was charged $128 two days before my tee time. 

   

  I called customer service and emailed them. It became frustrating as there was no continuity, I talked to someone different each time. You could never get through via phone and had to wait for a call back. Customer service explained that my Go Play Golf gift card money was now a gift card at The Club at Shannondel. I asked for my $50 redemption credit and several customer service reps and supervisors explained that my gift card money was used to purchase a gift card at the The Club at Shannondel. Go Play Golf explained that The Club at Shannondel would have to refund Go Play Golf the money for me to receive my $50. Though, a supervisor did admit this should have never occurred as my booking number was on the redemption request. Go Play Golf also said that I could not receive redemption based on the way that I booked a tee time through Supreme Golf. They said that I must purchase a "lightning deal" to be able to use my Go Play Golf gift card on the Supreme Golf website. In reviewing the actual gift card and the website, this requirement was not clear. The "lightning deals" or "best deals" feature on the Supreme golf website was a filter, and it never indicated that purchasing one of these deals was mandatory. The Go Play Golf FAQs page also said  that a customer "may" apply the Go Play Golf Gift card to "lightning deals", it was not clear that it was a mandate. Last, "lighning deals" as indicated on the Go Play Golf FAQs page is an antiquated term as Supreme Golf refers to their deals as "Best Deals."

  Finally, I talked with several customer service agents and "leadership." Most admitted to the mistakes made by the company but only said they would give me a $50 Go Play Golf gift card as a courtesy. I find that offer to be insulting as I never received the benefit of my original card. They are replacing it after their mistakes and calling it a courtesy to me. I also do not want to be put back in this same situation so I asked to receive the $50 in a useful form (check) as I had already attempted redemption and should have received redemption. All Go Play Golf said that this is not possible. I finally asked ******** to refer me to her supervisor. I did not get an outright refusal, but I am taking her lack of response as a refusal. 

   

  I believe that Go Play Golf does not act ethically. They used the funds earmarked for my gift card, to purchase another giftcard without my knowledge or consent. When they determined that the purchase was done in error at the hands of Go Play Golf, they refused to honor my redemption request, only offering me a new Go Play Golf gift card. 

   

  I believe that the redemption process is designed to fail the customer, at the benefit of Go Play Golf. On the actual gift card, the redemption process listed is quite simple. However, customer service discussed a lot of policies/procedures that are not well communicated on the website, and many times contradictory or false information. I can provide screenshots as examples. The redemption process is arduous and designed to fail. 

   

   

   

   

   

  Regards,

  ****** *****