ComplaintsforClub Champion

• Initial Complaint

  06/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to Club Champion to get fitted for wedges on May 24 and paid $100 for the fitting. After the fitting, I told them I would let them know if I wanted to make the purchase of the wedges. I was told it would be 3-5 weeks to receive the wedges, and at that time, I told them I hoped it didn't take that long, especially 5 weeks. I went into the store the next day, on May 25, and ordered the wedges from another staff member. I received an email from the original fitter on June 3 asking if I was going to order and I called immediately to inform him I came in on May 25th and ordered. He saw they had ordered the wrong wedges from a fitting 15 months earlier. They canceled the order, and on June 4th, they reordered the correct wedges. At this point, I felt the problem was resolved. I called on June 14th to see how the order was progressing, and they told me the wedges were back-ordered and would not arrive from the *** until July 5th. This now has the order not delivering for 5-7 weeks from my June 4 order and 6-8 weeks from the original order they had placed incorrectly instead of the promised 3-5 weeks. At this point, I had become frustrated and told them to cancel the order since they were back-ordered, and no one was building them. I received a call from my fitter telling me they could not cancel an order placed with an *** even though the item was back-ordered. I find this odd since they had to cancel the order that was placed incorrectly in the beginning. I did discuss with the fitter potentially getting entirely off-the-shelf wedges and asked if they could do that to expedite the shipment, and I am awaiting that answer, but at this point, I just want them to refund me the charges for the clubs. The fitter has been good, and I have no complaints about his fitting. This is only about them missing promised delivery and their no-cancellation policy when they don't meet their committed delivery dates.

  

  Business response

  06/17/2024

  We apologize for our customer's frustrations.  Attached to this reply is a copy of the customer's sales order.  Our customer made a purchase of clubs that were OEM builds, or to be built by the original equipment manufacturer (OEM, in this instance, Titleist.) 

  On page 1, we include information about our orders.  "Average Turnaround Time - Club Champion customer build orders are currently averaging approximately 5-7 weeks from the date of order to delivery based on inventory and product availability.  Exclusions apply. *OEM orders (orders placed to be built by Club Champion vendors) are subject to delays with currently cannot be quoted."  Unfortunately, we are unable to quote estimated build times of our vendors.  Also included in this is Club Champion's cancellation policy, which stated "Club Champion does not accept nor allow returns, cancellations, or provide refunds on any order.  All sales are final."

  Club Champion understands that delivery times are fluid and may vary.  We do our best to quote our average turn around time to our customers, but some orders do fall outside of this window.

  Club Champion does promise that as soon as we receive our customer's wedges, we will get them delivered to our customer in as quickly as a manner as we can.  At this time, Titleist (our vendor) has given us a fluid estimated arrival date of his clubs to be Friday, July 5th.  This is subject to change without prior updates.

  Customer response

  06/17/2024

   
  Complaint: 21857368
  
  I am rejecting this response because:  When I was fitted I specifically asked how long it would take to get the clubs.  They told me 3-5 weeks and I believed them.  If this was not the case then they should have told me they had no idea when they would arrive.  This doesn't even take into consideration they ordered the wrong wedges in the first place and had to cancel that order and order the correct clubs.
  
  Sincerely,
  
  ***********************

  

  Business response

  06/18/2024

  Club Champion did make a mistake in the original ordering of your components, however the mistake was caught, and corrected in a timely fashion.  A member of management will be reaching out to discuss your concerns

  Customer response

  06/18/2024

   
  Complaint: 21857368
  
  I am rejecting this response because:  I agree that Club Champion did make an error and the error was corrected.  It was not proactively corrected because you realized you made an error.  It was corrected because your fitter contacted me via email to see if I wanted to place an order.  At that point I told him that I had already placed an order, and I was confused why he was contacting me 9 days later to see if I wanted to order the clubs..  That is when he realized the wrong clubs were ordered.  This was not corrected in a timely as it didn't happen until 9 days later, and Club Champion didn't even know there was an error by some quality check of the order.  If that were the case I would not have known the wrong clubs were ordered.  If by chance the fitter had not followed up, or I just thought he had forgotten I ordered when I received the email and didn't reply to him, then the wrong clubs would have arrived weeks later.

  I did finally hear from a manager today.  He explained to me your policy and that there is no cancellation.  He informed me this was the best for me and i appreciate having another person decide what is best form me.  He also informed me this message was carried down from the founder, and that you treat everyone the same.

  So I can see we will never agree on this subject, and I will get my wedges sometime in the future.  I would ask when, but you have no idea and that should have been said at the time of sale.  This is my second and final purchase from Club Champion.  You will receive no reference to anyone I know to go to your store to buy clubs.  I will also make sure to post my experience in reviews on ********************** and any other place where reviews can be posted.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order placed for irons on April 24th, 2024. During Fitting on that day was told the turn around time is about 3 weeks by fitter. Order summary supplied stated turn around time is 5-7 weeks. I have been following the order status on the check my status option on the corporate website. Up until today the status indicated that the order would take 8-9 weeks. Today the status changed to "waiting for components". I have not received any communication from club champion other than solicitations for more business since the day of my order. They report to offer a premium experience. I agreed to pay well over stock pricing for a premium experience and I have not gotten that experience. I would like to have my clubs before the golf season is over.

  

  Business response

  06/13/2024

  ****'s order is experiencing a delay due to an inventory mishap that transpired within our distribution center.  **** called into our Customer Experience team today and requested we partial his order, which we have processed this claim and will be prioritizing the build of what we currently have (everything except the 5 iron) for his order and he should have them early next week.  Club Champion is working with our vendor to obtain the final component necessary and we will get it to **** as quickly as possible.
  
  We will investigate the issue **** faced on a lack of communication as Club Champion should have been communicating updates as we had been receiving them.  We apologize for the lack of communication and will work to address this to ensure we do better.

  ****'s investment in a Club Champion build is more expensive than what may be considered "stock" golf clubs, however Club Champion does not mark up product.  Our golf clubs start with MAP pricing for the components (Minimum advertised price, which is controlled by the vendor who manufactures the product) and this pricing is what would be found at any golf club retailer.  There are 3 components subject to MAP pricing on his order, the golf club head, the golf shaft, and the golf grip.  Club Champion also includes the cost of building his golf clubs into 2 of these components, the golf shaft (which needs to be installed to the club head) and the golf grip (which needs to be installed on the golf shaft.). These installation prices are included in the price of the golf shaft, and the price of the golf grip, which is why it may appear that they are "over market" price, however it is that our installation costs are included in the price of those components.
  
  Club Champion has installation prices because Club Champion builds golf clubs to the tightest tolerances in the industry.  This ensures that the clubs in which our customers choose to invest based on the results found in their fittings are the exact clubs we build and put into our customer's golf bag.  Also, in this investment, these clubs come backed by Club Champion's playability perfect fit guarantee.

  Club Champion will do everything we can to provide our customer his golf clubs as quickly as possible.

  Customer response

  06/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the summer of ******************************************* the ********* area. At the time of the fitting, I paid well above market value for the irons and driver I was fitted for. Now, at the beginning of 2024, the heads on 3 (and probably more to come) of my irons have needed to be removed and re-epoxied, and I hit a fairway wood further than the driver I already overpaid for. While its worth getting fitting specs, take the specs and buy your own clubs separately, because 1) it will be cheaper, and 2) you probably wont have to get all your irons re-epoxied within a few years

  

  Business response

  06/03/2024

  Club Champion stands behind our commitment to building the best golf clubs in the industry.  Like any item, golf clubs are subject to wear and tear from use, frequency, and storage.  Over time, some things may transpire that require addressing and repair.  If our customer brings his clubs into any domestic USA Club Champion, we will ensure that we fix the issues he is noticing with the epoxy and have his clubs re-built to the same spec he purchased in 2021.

  Customer response

  06/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Regarding order ******* placed 3/25/24 at the *********** location. I was quoted 2-4 week lead time, but still don't have the clubs. I have had to initiate all contact along the way, and wasn't notified of any delays. It took 3 weeks to find out that my ferrules were delayed, then when I asked for an update, it took multiple attempts to find out my lead time had more than doubled. I requested a cancelation, which my fitter told me the ** declined. I requested a call to discuss that decision with the **, but he has still not called. I also requested a call from a Customer Experience Manager, and was told I would receive a call that afternoon, but did not. I thought Club Champion was a premium brand, but they have provided none to me. How can I trust any of their claims and guarantees when I can't even get a call back? None of the components I ordered are exotic, and all of the manufacturers involved offer refunds for unused product. My clubs are not built. Please cancel and refund my order promptly.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a putter on 2/23/24 and was told it would be ***** business days until I received it. I emailed the store on 3/1/24 for a status update and was informed that the putter was on back order and it would be about 5 weeks until I received the putter. I asked if I could get a credit and apply that to a different putter, it was at that point I was informed Club Champion doesnt do refunds, credits or exchanges. I emailed Evnroll, the manufacturer and they informed me that the putter was not on backorder and they could have one to me in 7-10 days. I have received no communication from Club Champion since 3/1/24, and I am reaching out to the BBB for assistance in resolving this matter. I would like my money back from Club Champion as I will never do business with them again.

  

  Business response

  03/25/2024

  Club Champion attempts to do our best to set proper expectations to all of our customers.  At the time the order was placed, Club Champion was running approximately 10 business days to fulfil the majority of our orders.  However, as stated in the attached copy of the customer's receipt on page 4, exclusions do apply and unfortunately, this putter is falling outside the estimated timeline.  Currently, the vendor who is delayed, EvnRoll, is projecting we should be receiving this order the week of April 1st.  If our vendor delivers on the projected timeline, we will do everything in our power to get our customer his order as quickly as possible.  We have had management review the addressed concerns and will be reaching out to ***** to discuss.

  Customer response

  03/25/2024

   
  Complaint: 21472099
  
  I am rejecting this response because: I still have not received communication from Club Champion regarding the matter. As I stated in my email and evidenced with the attached email from Evnroll, there is no reason for club champion to lie by saying the club is on back order. ******* said in an email on 3/12 that the putter was not on back order and they could have it shipped to me in 7-9 days. If I had ordered it directly from Evnroll, I would have had the putter already. Club Champion has made no attempt to resolve the situation and I respectfully request a refund in full. I have never been this disappointed with a purchase and customer service experience, and I have been in customer service for 25 years. 
  
  Sincerely,
  
  *********************

  

  Business response

  03/26/2024

  Club Champion Area Sales Manager ************************* attempted to contact ***** by phone today as of 11:59 AM EST and left a voicemail with a call back number.  We are attempting to discuss this issue having elevated the concerns to proper management channels.  Club Champion is unable to speak to how another company may or may not allocate inventory levels of products for sales direct to customer, or for sales placed through an authorized retailer as we are with EvnRoll.  Per EvnRoll, Club Champion is expected to be receiving the putter on Wednesday 4/3/24.  If our vendor is able to deliver on the projected timeline, Club Champion will do everything we can to expedite the process and ensure delivery to our customer as quickly as possible.  We are trying to have an open conversation with our customer regarding this manner.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a golf club fitting. The fitter refused to fit me for clubs unless I was paying for them. The fitter was rude and disrespectful. I payed double the cost for average golf clubs. High-pressure sales, refusal to render service. Order was over a month behind schedule.

  

  Business response

  08/09/2023

  **** scheduled a club fitting online with a promotion code.  Club Champion is a custom golf club fitter with no obligation to make a purchase.  **** was informed in the terms and conditions advertised for the promotion used at the time the fitting was scheduled, that to obtain the promotional fitting value, a club purchase was required at the time of the fitting.  Club Champion would have still performed the fitting in full even if the customer chose to not make a purchase, the cost of the fitting would have just been full price and not a reduced promotional price.

  Club Champion does everything we can to assist our customers to our fullest abilities.  At the time of the fitting, Club Champion does inform our customers that our average turn around time for custom club builds performed by Club Champion are an average of 10 business days or less.  ****'s order was ordered not as a custom Club Champion build, but to be ordered and built by the original equipment manufacturer.  In these cases, we inform our customers that the delivery time frame can be significantly longer depending on our vendor's ability to build the ordered clubs.  In this instance, the order was placed on May 26th, 2023 and we did not receive all the clubs from our vendors until July 12th, 2023.  Once Club Champion does receive an order from our vendor, we still need an opportunity to confirm what was sent to us, and make loft/lie adjustments to the order.  Club Champion did send his order in multiple shipments as parts of his order became available.  One shipment was sent on June 27th for his irons, and the remainder of the order was shipped on July 14th.

  Upon both orders arriving at the Westminster Club Champion, we attempted to contact our customer informing him that part/all of his order arrived for his pick up, which our customer picked up his order on August 4th, 2023.

  Customer response

  08/10/2023

   
  Complaint: 20424297
  
  I am rejecting this response because:

  I told the fitter that I would like a full-bag fitting and informed him that I intended to purchase clubs. The fitter explained that there was no point in fitting me for types of clubs that I hadnt intended to purchase. I informed the fitter that the reason I was interested in being fit was so that I could use the club specifications in order to purchase clubs online. The fitter continued to refuse the service though I made my desire to be fit for a full bag very clear. I conceded to being fit for only the clubs I planned to purchase because I grew tired of arguing. 
  

  I was notified when the store received the second part of my order on July 15th. It wasnt until I contacted their customer service department on August 4th that I was told the last club was ready to be picked up. I was never notified by the store that it was ready. I thoroughly searched our communications to be sure. 

  I would like to know the specific loft/lie adjustments that were made to my clubs because as far as I know, Club Champion simply ordered them complete from the manufacturer. Something I could have done myself for half the price, if I only had all the fitting data I required.

  Sincerely,
  
  *************************

  Customer response

  08/10/2023

   
  Complaint: 20424297
  
  I am rejecting this response because:

  I told the fitter that I would like a full-bag fitting and informed him that I intended to purchase clubs. The fitter explained that there was no point in fitting me for types of clubs that I hadnt intended to purchase. I informed the fitter that the reason I was interested in being fit was so that I could use the club specifications in order to purchase clubs online. The fitter continued to refuse the service though I made my desire to be fit for a full bag very clear. I conceded to being fit for only the clubs I planned to purchase because I grew tired of arguing. 
  

  I was notified when the store received the second part of my order on July 15th. It wasnt until I contacted their customer service department on August 4th that I was told the last club was ready to be picked up. I was never notified by the store that it was ready. I thoroughly searched our communications to be sure. 

  I would like to know the specific loft/lie adjustments that were made to my clubs because as far as I know, Club Champion simply ordered them complete from the manufacturer. Something I could have done myself for half the price, if I only had all the fitting data I required.

  Sincerely,
  
  *************************

  

  Business response

  08/15/2023

  Club Champion has sent over the specifications of the customer's fitting to the customer, and also uploaded here.  Our customer chose to place an order to be built by Cleveland **** as an Original Equipment Manufacturer order, not a Club Champion custom build.  For this reason, build tolerances may vary from the fitting.  We sent the order to ********* to build and whatever *********'s tolerances will be how it will be sent to us.  Also, as ordered by our manufacturer, these orders are subject to delays compared to the average Club Champion custom build of approximately 10 business days.
  
  Club Champion is brand agnostic, and no purchase is required.  **** did have the choice to only go through the fitting process and pay the full fitting fee, but chose to place an order to receive the fitting discount per the terms and conditions agreed upon by using promotion code FAIRWAY100.

  Customer response

  08/16/2023

   
  Complaint: 20424297
  
  I am rejecting this response because:

  Again, I paid for a full bag fitting and was refused a full-bag fitting. 

  Sincerely,
  
  *************************

  

  Business response

  08/18/2023

  After investigation, there may have been a miscommunication between our customer and ********************.  We were under the impression during the fitting that our customer did not want to complete the entirety of the full bag fitting the day of the fitting.  Our Fitter informed our customer that he is more than welcome to come back at any time to complete the rest of his fitting as we have completed his irons, wedges, and hybrids, as the attached build sheet confirms.  Club Champion honors our offer for our customer to return to complete the rest of his full bag fitting.  If our customer does not want to complete the fitting, he does not need to do so.  He did utilize a promotion code that gave him a full bag fitting for 75% off normal price, and he paid $100.  If our customer only wanted to perform and Iron Fitting, Wedge Fitting, and a Hybrid fitting, that would be 3 individual fittings totaling $400 (Iron fitting is $175 - Wedge Fitting is $100 - hybrid fitting is $125.)

  Customer response

  08/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me

  
  Sincerely,
  
  *************************

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday June 11, 2023, I visited Club Champion in ******* ** after making an appointment based on a 75% off coupon advertised on television. Upon arrival, I was informed that the cost of clubs would be between $5000 and $7500, but I was not told that a purchase was required to use their coupon code at no time prior to the conclusion. When I was given an ultimatum, Buy $7000 worth of clubs or the coupon is voided. I was forced to pay $400. I think the marketing practice is a bait and switch tactic that is applied with impunity. The company needs to be held to account for this practice and required to inform consumers.

  

  Business response

  06/22/2023

  ***** scheduled his fitting online using promotional code FAIRWAY100.  This was advertised on our website as a promotional offering (please see picture 1) which clearly has an asterisk leading to the asterisk marking that says click here for terms and conditions.  ***** was not required to purchase all clubs from his fitting, but he was required to make a purchase of 1 golf club, or more to have the promotional fitting offering.  Club Champion attempts to make our terms and conditions clear to our customers when we are advertising.  As this customer found this promotional code online, he would have had ************ to see the terms and conditions.  

  Customer response

  06/22/2023

   
  Complaint: 20180423
  
  I am rejecting this response because:

  As I indicated, I saw the ad on television, went to the website and clicked the link. The fairway100, if that was what was used as I do not remember was on the website and I had no idea it was not what was being run on the golf channel. Simply put, I was not aware of the purchase requirement as the television ad does not state this. I didn't do my homework as if I had I would have seen the numerous complaints about this practice, and that is my fault! But, the fact that your marketing uses this to your advantage punctuates my issue with your practices. The fitter could have informed me during his initial discussion as I indicated in my complaint. The emailed confirmation could have said it. I was not told during the spiel about cost of custom fit clubs either, and it was chalked up to my being familiar with another customer. The fact is that the company counts on taking advantage of the uninformed consumer. It seems to me that the company will continue to do this with impunity. I simply want what was promised in the television ad... a full bag fitting for 75% off. Which would require them to refund my $300. Should I ever gain confidence in this "business" and want to get custom clubs built, it should be my option, after a discussion with my wife, which was my on site request. As any married man spending $7000 without doing so is insane...
  
  Sincerely,
  
  *********************

  

  Business response

  06/23/2023

  On our television commercial, at the bottom of the advertisement, it says terms and conditions apply.  It is disclosed on the screen at the bottom as seen in this picture.  Our terms and conditions are also disclosed twice during the booking process as pictured in picture 2.  There is a pop up after you apply the promotional code as seen in bright green at the top of the picture, and then again in army green in the middle of the picture had he "X"'d out the pop up that appears, or potentially that *** not have appeared due to a pop up blocker.

   

  At no point has Club Champion attempted to create an environment where we are not providing our customers with clear terms and conditions of our promotions, if they choose to accept the use of a promotional code.  In the process taken by our customer in this scenario, ******************** attempted to disclose terms and conditions of the promotion on our television commercial the customer saw, on our website the customer visited, and twice during the process our customer took to schedule this fitting online.

  Customer response

  06/23/2023

   
  Complaint: 20180423
  
  I am rejecting this response because:

  The dates shown on your screen grabs reflect future/present specials. Maybe you've taken corrective actions... I applaud that... The fact remains that you place the onus on the customer to do a deep dive for this information rather than be up front in many of your ads. In particular, in the case of the commercial to which I responded. Had I been aware that I needed to monitor you for the "gotcha" I certainly would have paid closer attention. Believe me, that ****** isn't lost. Also, it should be pointed out that the fitter admitted that they are in the dark about the details of specials that bring customers in, and cannot inform the situation by practice. I simply want what *************** promised up front...
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Club Champion sold me three golf club heads and three custom golf shafts but fraudulently charged me for the price of three complete golf clubs (heads and stock shafts) plus the price of three custom golf shafts. They were deceptive in their pricing by not disclosing that they were charging me the full price of the golf clubs (heads and shafts) while only providing me the club heads. Thus, I essentially paid for three stock golf shafts that I was never provided. According to Callaway, the manufacturer of these clubs, the retail price of the three stock golf shafts is a combined $355.

  Customer response

  04/21/2023

   
  Complaint: 19957085
  
  I am rejecting this response because: Club Champion's claim that their fitting service fees were fully disclosed to me is proven false by the attached invoice which only shows a $100 charge for fitting fee.  The additional $355 they charged me for stock shafts that I never received is fraudulent.

  
  
  Sincerely,
  
  *****************

  

  Business response

  04/21/2023

  As disclosed in the previous message, the club head components are controlled by vendor MAP pricing.  These do not include stock shafts, nor did any correspondence provided at the time of order suggest otherwise.  Club Champion orders components from our vendors, and the club head components are the same MAP pricing as what some items may be considered "stock."

  I have received information as well from our Regional Sales Manager that our Area Sales manager, *******************, and our customer's fitter got a local Callaway (our vendor of the components this customer purchased) rep involved to disclose all the same information as previously discussed.  Club Champion even offered to order the *** stock shafts for *****, and this offer was declined by ***********

  Club Champion has gone above and beyond in attempts to assist.

  Customer response

  04/24/2023

   
  Complaint: 19957085
  
  I am rejecting this response because:

  1.  ******** head components ordered by Club Champion from Callaway are not priced by Callaway the same as stock items.  I called Callaway and they confirmed that the pricing of clubs (heads and shafts) is $175 greater than the price of a driver head only, $100 greater than the price of a fairway wood head only, and $80 greater than the price of a hybrid head only.  These differentials in pricing represent the prices of the stock shafts I did not receive and thus I was overcharged by the sum of these price differentials or $355.

  2.  The local Callaway representative that I talked with, *******************, told me that he understood why I believed that Club Champion's pricing was deceptive.  However, he added that he cannot do anything about how Club Champion prices its products and services.  Hence, the latest assertion made by Club Champion regarding what I was told by ******** is false.

  3.  It is false that Club Champion offered to provide me with the stock shafts that I paid for but did not receive.  I will take stock shafts from Club Champion if they want to provide me with them for no added money since I already paid for them.

  
  Sincerely,
  
  *****************

• Initial Complaint

  03/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I paid approx. $1,300 for custom fit irons, and I received them in January 2021. The lie angles and loft angles were measured a week ago by a golf professional and club fitter, and he stated that the lie angles and loft angles are at the factory spec loft and lie angles (attached), not the loft and lie angles per the attached custom order. I believe that in January 2021 I received standard, non-adjusted irons - not the fitted irons I paid for. Club Champion told me that the lie angles and loft angles BOTH have likely all decreased by approx. 2 degrees EXACTLY back to the standard factory specs, and I think the probability of all 8 irons decreasing EXACTLY back to factory spec settings is ZERO.My order is attached, and the recent measurements are attached - and it is clear that the measurements are all at the factory spec settings, which is not what I paid for - so I've had the wrong clubs for 2+ years. I locally had the clubs adjusted to what they were supposed to be 2 years ago and there were issues with 2 of the clubs being adjusted, but the main points are that I received the wrong product 2 years ago, and now I have clubs that needlessly had to be bent/adjusted because they were wrong from the beginning.

  

  Business response

  03/07/2023

  **** e-mailed in with this experience on March 3rd, 2023.  Please see the attached e-mail thread between myself and ****.  His purchase was made December 1st, 2020.  It was shipped from our headquarters on January 21st, 2021.  Over the 2 years the customer had these golf clubs, he used them.  Normal wear and tear will cause loft/lie angles to change.  This is why Club Champion offers loft/lie adjustments back to original fitted specifications for the lifetime of the golf clubs, as long as they are with the original owner, and as long as the adjustments are made by Club Champion.

  At Club Champion, we have all of our equipment calibrated the same way, with precisely milled components to ensure that every reading, no matter which studio, will be identical.  This ensures that regardless where our customer takes their clubs to be readjusted, they will go back to the original specifications, per our equipment.

  **** went to a 3rd party to have measurements and adjustments made.  This 3rd party may use different equipment than Club Champion to measure these specs, which makes the findings by a 3rd party inconclusive.  Any readings, damage, or modifications would be the responsibility of the 3rd party.

  After communicating with me, he spoke to our Founder *************************** on the phone on Friday, March 3rd.  The same day of his original correspondence.  During that call, **** offered to replace the 2 irons that were broken at our costs, to which **** agreed.  Then, on Monday, 3/6, per the e-mail thread attached, you can see that he no longer accepted the agreement into which he entered.

  Club Champion has gone above and beyond in an attempt to help this customer resolve this issue that was not created by Club Champion.

  Customer response

  03/09/2023

   
  Complaint: 19547898
  
  I am rejecting this response because: I received 8 irons  (4 through gap wedge).  I've probably hit the 5 to gap approximately the same number of times, but because it's difficult for me to hit,  my 4 iron has been used very little since I've had it.  For example, for every 100 times I've used my 5-iron, I  only used my 4-iron about 15 times.  If my irons went back to standard by wear and tear (per Club Champion), I would think that the 4-iron didn't go back to standard spec because it was used only approx. 15% of the time compared to all other irons.  Therefore, I continue to believe that I received standard spec setting irons.  
  
  Sincerely,
  
  *******************

  Customer response

  03/09/2023

  The attached should have also been included in my original message.  Thank you.

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

  

  Business response

  03/09/2023

  This is part of a complaint that was filed on 3/7/23, to which Club Champion has already responded.  However, it should also be noted that per ******, their golf clubs only come with a 1 year warranty.  While this does not dictate to his complaint about his loft/lie angles being off, it doe relate to the fact that a 3rd party broke 2 of his clubs.  *********************************** please see the web page from the manufacturer themselves.

  
  

  Again attached is the entire e-mail thread between myself and this customer.  ******************** has gone above and beyond to attempt to help this customer.

  
  

  First, he took his clubs to a 3rd party to have these measurements completed.  They may use different equipment, or have slightly different calibrations, which render these findings inconclusive by a 3rd party.

  
  

  Club Champion offers free loft/lie adjustments to golf clubs purchased through Club Champion for the lifetime of the golf clubs with the purchaser.  **** chose to go to a 3rd party to have measurements taken and adjustments made.

  
  

  Club Champion uses precise equipment to calibrate all our machinery which guarantees identical readings at all Club Champion studios and build centers.

  
  

  After **** was not satisfied with my answers, he spoke on the phone with our founder, ****************************  It was come to an agreement on Friday, 3/3/23 that we would attempt to order replacements of his JPX-921 irons (which have been discontinued) and we would only charge him our cost.  This agreement was made verbally over the phone between **** and Club Champion.  On Monday, 3/6/23, per the e-mail thread attached, you can see that was no longer acceptable to him, after agreeing previously.

  
  

  Club Champion has gone above and beyond in attempts to rectify the customer's issues.

  
  

  Thank you.

  
  

  
  

  Customer response

  03/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The 7 Iron head flew off into a pond (lost).I have called three times for updates on the warranty with no final response.I am also concerned that like my 7 iron the balance of my set were not built with care as this 7 iron has very little Epoxy on the shaft. I would like a $175 refund on the 7 iron and the set taken back apart and the heads all reattached. I have ordered a new 7 head on my own.FYI my fitting was in ****** ** but I have been dealing with the ******** **. store as I am in Toledo for the summer.Thank You *************************

  

  Business response

  08/30/2022

  To whom it may concern,

   

  Club Champion's first contact with ***** about this issue was on 8/13/2022 via phone call.  ***** called in to discuss the situation and he spoke with one of our fitters in our ************ store that the best way forward was to bring in his club for us to inspect and we could help with a warranty process.  As this was on a Saturday, we informed him that we would follow up during the following week (week of 8/15) with an update.  ***** followed up on 8/19 with a phone call where we took a message that we would get back to him.  This warranty was approved on Friday 8/19,  This customer placed his original order on September 4th, 2019.  There is a new model of the club that was released in 2021 and our warranty is replacing his 7 iron with the new, 2021 line as the old line has been discontinued.  This replacement component is shipping out to our ************ studio today, and barring any *** delays will arrive this week in our ************ studio for the rebuild of his broken 7 iron.
  
  Club Champion is replacing the defective component.  Club Champion did not recommend the customer purchase a new head on his own.  We informed the customer we were working to have this warranty replaced and we would be rebuilding this club, which is in the process.  If the customer would like to have his iron set inspected, he may come into a Club Champion to inspect the rest of his set.  We will be sending the new component to ************ to rebuild for the customer, as we told the customer we would do.  ******************** will not be refunding any amounts for what the customer elected to do on his own.

   

  Thank you.

  Customer response

  09/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

*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. ↩