ComplaintsforThe Golf Warehouse, Inc.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I responded to an ad for 98 triple track Calloway golf balls. Great price. I paid with a credit card. The company promptly took my money. After a few weeks I inquired about a delivery date. I was informed they didn’t have a tracking number yet but would provide one as soon as possible. After approximately two weeks, I asked for a tracking number again. They sent a tracking number that indicated the package had been delivered March 2nd 2024. I thought it was the post office that made the mistake. I went to the post office and checked. They said the package related to the tracking number had been delivered but it was not mine. The package had nothing to do with me or my address. So in essence tgw has not delivered my package or given me the correct tracking numbers. I only got a response earlier that I was to be patient. I ordered the product in January. I’m without my purchase and out the money. I would gladly withdraw my complaint if they (tgw) would make it right.

  Business response

  04/01/2024

  ********

  
  Thank you for contacting TGW. We've tried to locate your order using the name and address you provided but couldn't find it in our records. Please confirm if you made this purchase from TGW and provide either your full order number or tracking number. This will help us locate your order and review it for you. If you didn't order from TGW, please contact the appropriate business to inquire about your package. We eagerly await your response.
  Thank you,

  
  TGW - The Sweetest Spot in Golf

  Customer response

  04/02/2024

   
  Complaint: ********
  
  I am rejecting this response because: 

  The tracking number ************************ given to me doesn’t belong to me. An item was delivered to this tracking number. However it belonged to someone else not related to me or my address. 
   tgw is adamant they delivered my product. I’ve not received any package. TGW, was very prompt in taking my payment. 
  
  Sincerely,
  
  ******* *******

  Business response

  04/02/2024

  *******,

  
  We regret to inform you that we have been unable to locate an order matching the information provided. Could you please confirm whether you made this purchase through TGW? If so, kindly provide us with your original order number. With this information, we'll promptly investigate the issue and work towards a resolution. Without access to your order details, we are unable to assist you effectively. Your cooperation in providing this information is crucial for resolving this matter swiftly. We eagerly await your response.
  

  Best regards,

  TGW - The Golf Warehouse

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Business cancelled the order number ******** placed on the 15 November 2023. They have not refunded the $579 for the order. I want my money back.

  Business response

  12/04/2023

  *****,

  Thank you for reaching out. We have reviewed your order ********. It appears it was canceled on 11/20. Since this order was canceled it was not billed. We verified with our accounting department, and they also confirmed your card was not billed. When you initially made the order, we only authorized your card for the amount. This was just a pending authorization, not a charge. Since the order was canceled, please allow 2-10 business days from the cancellation date, excluding weekend and holidays for the pending authorization to clear from your account. In some cases, since this is an international transaction, it can take your banking institution up to 30 days to reverse an authorization, however, as mentioned most banking institutions will clear a pending authorization within 2-10 business days. Please allow this time frame for the pending authorization to clear from your account, if you are still seeing it. We apologize for any inconvenience this has caused and if you have any other questions or concerns, please let us know. We are always happy to help!

  *** ** 
  TGW

• Initial Complaint

  10/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I did a google search for buy 2 get 1 free Srixon z star diamond golf balls. It led me to the golf warehouse website. When I went to purchase it wouldn’t let me get the free dozen. I talked to someone on the chat that wouldn’t honor it saying the promotion was over. I asked to speak to a manager. They directed me to call on the phone. I spoke with someone voicing my displeasure and how they’re falsely advertising a sale that doesn’t exist and they have no terms or conditions on the page listed for it being a limited sale to the weekend they say. As I was talking, the representative hung up the phone on me. By my understanding of FTC law- they must honor it if not listed under terms and conditions. It seems like a bait and switch to get me to the website and then they don’t even have the sale.

  Business response

  10/12/2023

  Dear ****,
  
  We greatly appreciate your feedback. After conducting a thorough review, we've identified that the item in question is part of a promotional offer provided by the manufacturer, which typically runs twice a year. The most recent occurrence of this offer took place in June 2023. We acknowledge that the advertisement remains visible in search engine results, as it is periodically reused. However, we have taken the necessary steps to remove the offer from the search link leading to our website. This adjustment ensures that when you click the link, the offer will no longer be displayed directly on our web page.
  
  It's important to note that we can only extend certain promotions when authorized by the manufacturer. In this case, the items in question are typically non-discountable due to manufacturer restrictions. Nevertheless, as the "Buy 2 Get 1" offer was still present on the banner at the time of your search, we are committed to honoring this promotion for you.
  
  To proceed with this offer, you have a couple of options. You may choose to order three dozen of these golf balls yourself, pay for them, and then contact me via direct email at [email protected]. Once your order is shipped in its entirety, I will promptly issue a refund for one dozen back to your original payment method. Alternatively, you can get in touch with our dedicated customer service team and inform them of my approval of this offer for you. They will be more than willing to assist and ensure that the promotion is applied.
  
  Should you have any further questions or concerns, please do not hesitate to reach out to me. I am here to provide assistance and support in any way possible.
  
  Warm regards,
  *** **
  TGW - The Sweetest Spot in Golf

• Initial Complaint

  07/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a golf bag from TGW and they sent me the wrong bag twice. I returned the bags twice, spoke with customer service and awaited a refund. After no refund was forthcoming after about 4 weeks, I spoke directly with customer service 2 more times and was promised a speedy refund both times, both of which never happened. It has been about 2 weeks since the last call, and I emailed them today and informed TGW I was contacting the BBB. I expect a full refund of the total $163.38 I paid.

  Business response

  07/13/2023

  Dear ***,
  Thank you for reaching out and we sincerely apologize for the inconvenience and frustration you experienced regarding the incorrect shipments and delayed refund. We understand your disappointment and want to assure you that we take this matter seriously.

  I reviewed your order and made sure as of 7/13/2023, a full refund of $163.38 for the golf bag has been issued to your original method of payment. Typically, it takes 1-5 business days for the refund to post to your account. We apologize for any inconvenience caused by the delay in processing your refund.

  
  If you have any further questions or concerns, please don't hesitate to reach out to me directly at ********************. I am here to assist you and ensure your complete satisfaction.
  Once again, we apologize for the inconvenience you experienced. We appreciate your understanding and patience throughout this process.

  
  Best regards,
  *** *
  TGW 

  Customer response

  07/14/2023

  
  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

  07/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I submitted golf clubs to trade in which were worth over $500 according to their website. Well, once the clubs arrived at their final destination, they were immediately rejected for no reason. You would expect that I would at least receive the clubs back since they were so valuable, but it has been months and I have still not received my clubs. They have been very rude and unhelpful throughout the entire process.

  Business response

  07/14/2023

  Thank you for bringing this to my attention. Could you please respond with a trade in number that would have been given at the time you processed the trade in? if you do not have that can you provide your full billing address, please? If it was sent to our trade in partners and you have not received it we can obtain more information for you and try to resolve this matter for you as soon as possible. Please provide the requested information and I will be happy to look into this for you and try to resolve this issue as quickly as possible for you. Once again, we apologize for any delay and inconvenience. 

• Initial Complaint

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife ***** ***** shipped a damage catchers bag back on Feb. 22, 2023 through FedEx. It the package was lost but it was insured. I have been waiting for a check since February. I have gotten the run around every time I called. They lied to my wife every single call she made. They constantly said the check was in the mail apparently like 7 times but never got it. Every time they say we will cancel the check & mail a new one. Never did I receive it. They would tell me different dates mailed then another person would give me a different date from the last person. Nothing but lies. Asked to speak to a manager several times & they are never available but they will have them call me back. Never ever did I receive a phone call. I have been put on hold & then hung up on as well. This has been the worst customer service that I have ever had in my life. I will never ever use them again & neither will my family & friends. I just want my money back. It’s mine & I want my check.

  Business response

  06/29/2023

  David,

  I am truly sorry for the frustrating experience you and your wife, ***** *****, have had regarding the damaged catcher’s bag that was shipped back on February 22, 2023, via *****. It is disappointing to hear about the delays, misinformation, and lack of resolution you have encountered throughout this process. I apologize for any inconvenience caused by the prolonged wait for the warranty check.
  

  
  I completely understand your frustration with the repeated assurances of the check being in the mail, only to find that it never arrived. I have read through the order notes and see that each time a call was received a request was sent to the correct department. I do see a check was issued previously, however, we do not have tracking for those checks as they are mailed directly by the bank, so if anything along the way happened to where the check was lost in the mail or never issued by the bank unfortunately we would not have any idea, as we send a request and the bank acknowledges the request and from there the check is normally sent.  
  
  Please be assured that we take your concerns seriously, and I will personally investigate this matter to ensure it is addressed promptly. I have reached out to our accounting department and have been informed this check was reissued for you check # ***** on 6/27 to be mailed on 6/28, please allow up to 7 business to receive the check. If for whatever reason you do not see a delivery come through in the next 7 business days, excluding weekends and holiday’s please let me know and I will personally assist you with this matter, I can be reached directly at ********************************.
  
  Once again, I sincerely apologize for the distress caused by this unfortunate series of events. We value your business and the trust you have placed in us, and I assure you that we will do everything we can to rectify this situation. I will personally follow up with you to provide updates and ensure that the resolution is executed smoothly.
  
  Thank you for bringing this matter to our attention, and I appreciate your patience and understanding.
  
  Best regards,
  
  Esa H
  Baseball Savings 

• Initial Complaint

  05/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On May 10, TGW received a returned golf club from me (order #********). I was told that upon receipt of the returned club I would be given a store credit. After days of not receiving the store credit I reached out to TGW support and was told that the credit would be sent via email on May 15. By May 17, I still had not received the store credit so I reached out to support again. I was given an apology and told that the issue would be escalated to management and my store credit would be sent within 24 hours, however that was a lie. I reached out to TGW support for five consecutive days and was lied to five times and was told each time I'd receive the store credit within 24 hours. I reached out again today and was told it will be another couple of days before I might receive my store credit. This company is ********* and I'd prefer to be refunded as I cannot stand the idea of giving such a ********* company more of my business.

  Business response

  05/22/2023

  Dear valued customer,
  We appreciate your feedback and sincerely apologize for any inconvenience caused while inquiring about the status of your playability return. After reviewing your order, we have confirmed that the playability return has been processed and an in-store credit for the returned amount has been applied to your account as of May 19, 2003.
  Please understand that when you send a playability return, it is not returned directly to TGW. Instead, it is sent to another company we are affiliated with. We can only issue the refund once we receive the necessary paperwork from that company. Once the return is received and processed, they will check it in and forward the credit to us. Subsequently, we will issue you an in-store credit or gift certificate. This entire process typically takes several weeks from the time you return the item until the in-store credit or gift certificate is issued.
  We apologize if this information was not clearly communicated to you previously, and we will promptly convert your in-store credit to a gift certificate if you prefer, I will redeem the instore credit on your account and send it to you in the form of a gift card to your inbox within four hours. Your order number is ********. We understand the importance of your satisfaction, and we apologize for any miscommunication that occurred.
  If you have any further questions or concerns, please don't hesitate to reach out to me directly at ********************. I will be more than happy to assist you and address any inquiries you may have. We greatly appreciate your continued support as a customer of TGW.com.
  Thank you once again for choosing TGW.com.
  Best regards,
  Esa **
  TGW.com Customer Care

  Customer response

  05/23/2023

  
  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,
  
  Dustin *******

• Initial Complaint

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a full catchers uniform on 4/28/23 for $******. The item description was for a ****** ******* ******* Catcher's Kit (14"-15"). The further description stated the helmet to be a size 6.5-7.25", the chest protector to be a size 14" , adjustable to size 15" and the leg guards to be a size 14." When I received the set, the helmet and chest protector were the correct advertised size and the leg guards were a 16." I contacted the seller to explain the issue and was given the run around for over a week. I finally received an email from the company stating that they fixed the description of the item. I sought help in getting the appropriately advertised sized leg guards due to their false advertising and was subsequently advised that the original item description for the leg guard size had been correct (at 16") since before I ever placed the order. This is in fact false and the company is trying to avoid any financial return shipping loss, etc. by making it out to be my mistake after they had corrected the online listing for the item. My order number is ********.

  Business response

  05/23/2023

  Natalie,

  Thank you for providing your feedback, and we sincerely apologize for any inconvenience you experienced regarding your order. After thoroughly reviewing the details, it appears that you contacted us regarding an incorrect leg guard size. Our copy team has confirmed that no changes were made to the product description on our website after you reached out to us. The description provided is the original manufacturer's copy, and it is consistent with the information listed on the vendor site. The leg guards for this specific set are 16 inches, as indicated just below the leg guard description.

  We understand that there may have been some confusion or miscommunication regarding the product title. The title "****** ******* ***** ******* Catchers Kit 14in-15in" refers to the adjustment range of the chest protector, not the leg guards. We apologize for any misunderstanding that may have occurred.

  
  Regarding our return policy, we would like to highlight that products must be returned in new and unused condition in order to qualify for a refund or exchange. Unfortunately, since you have already utilized the remaining pieces of the catchers set and the product description was deemed accurate, the return was denied based on these factors. However, we value your business and your satisfaction is of utmost importance to us. As a courtesy, we are more than happy to accept the return of this set. Please find the return shipping label attached to this message.

  
  Once again, we apologize for any confusion or inconvenience caused. If you have any further questions or concerns, please do not hesitate to reach out to me personally at ******************************** and I will be more than happy to assist you and address any inquiries you may have. We greatly appreciate your continued support as a customer of *******************.
  
  Thank you once again for choosing *******************.
  
  Best regards,
  Esa **
  ******** *******

• Initial Complaint

  04/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ordered three dozen golf balls and one dozen free with order but was told the order was on March 30 a day late but my record shows from there site March 29. They have the wrong day IAM due the free dozen ********.

  Business response

  04/07/2023

  Thank you for your feedback, Steven. We reviewed your order, and it was placed on 3/30 according to our system. The ******** buy 3 get one free promotion ended on 3/29. We were able to verify that you placed this order on 3/30 at 16:34, which is beyond the promotion date. The promotion time frame was stated in the promotional offer for the buy 3 get one free offer. This promotion is offered directly from the manufacturer and all dozens for this promo did ship directly from manufacturer. Since your order was made after the promo ended, your 3-dozen stock golf balls were shipped from our warehouse instead of from the manufacturer directly. I see in your order notes that you insisted that you placed the order on 3/29 and were asked to provide us with your original confirmation email which we did not receive.  Providing that email would clear any dispute on when the order was made on your end as our web team can decode to see the exact moment the order was placed into our system. The manufacturer runs this promotion each year and they do not honor any orders that are made beyond the promotion end date. Normally if there is a delay in our system it will be between 1-2 hours, but this order shows it was made at 4:34pm CST on the day following the expiration of the promotion. We do not keep the inventory to send out the free dozens each year to thousands of orders that come in for this promotion, which is why during this promotion time, the golf balls are sent to you directly from the manufacturer. This order shows we shipped the golf balls to you directly from our warehouse, which further lets us know it was placed after the promotion ended. We do apologize if you did not see that promotion end date, but we had it listed within the promo details. Your satisfaction is important to us, and we would love to continue doing business with you in the future. We will be sending you a free dozen from our inventory as a courtesy, this time. However, in the future, once a promotion ends, we cannot always honor it, especially if it is a manufacturer promotion and not one, we're running from our inventory. You can look forward to a dozen arriving within the next 3-10 business days. If you have any additional questions or concerns, please feel free to reach out. We are always happy to help. We thank you for shopping at our store and we hope you have a great day!
  
  

• Initial Complaint

  11/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  11/7/2022 $***A golf flub was purchased online but the picture online did not match the description online, On 11/4/2022 I talked with TGW and advised them that the tow did not match. She was going to have someone email me a resolution to the problem. I did not receive the email response and puchased the club on 11/7/2022. I noticed on a receipt that there was no picture but the description was not of the club in the picture. I call TGW again and talked with Stacey and her supervisor Kelley to advise them that I beleived that it was false advertising to present a picture that doesn't match the decription. Neither of the two agreed with me. I believe they are absolutely wrong. Of course they say that I can return it but that is not the point. If they don't have the picture of what is being decribed then say "picture not available" and stop trying to misslead the customer. TGW is a reputable merchant but they are wrong about this and need to change there policy.

  Business response

  12/16/2022

  Business Response /* (1000, 5, 2022/11/10) */ Thank you for providing your feedback Ralph. We set a high standard for ourselves and are truly sorry to hear that standard was not met in your interaction with us. We had a chance to review the club in question and we do understand your frustration with regards to the image. However, the images are manufacturer provided. It is standard to have the displayed image of the club as a 3 wood. This is the standard with all fairway clubs. This is also the image you will find on the manufacturer's main site. The 3 wood was available at one time. It has since sold out. The original uploaded, manufacturer provided, images do not change because an item has sold out. It will remain until the entire inventory for that club has sold out. The options available for the club head (5) wood and the loft are shown next to the image in the attributes. The description of the item added to your cart will also reflect in your shopping cart, on the final page of checkout, as well as on the final confirmation we send by email after an order has been submit. Once again, we do apologize for any confusion and inconvenience. Your satisfaction is very important to us. If you do want to return the 5 wood you ordered we are more than happy to provide you a free return label if that club does not work out for you. If you have any questions or concerns please let us know we are always more than happy to assist. We thank you for your continued business and support. Consumer Response /* (3000, 7, 2022/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not believe it to be "standard" procedure in the industry to missmatch thr photo with the desciption. I delieve the standard to be "No Image Available" if the correct image is not available. This is the ethical, non misleading way to present a mismatch. Please change your online sales practises to not mislead the customer. 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. ↩