ComplaintsforThe Golf Warehouse, Inc.

• Initial Complaint

  05/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased helmets for a non profit travel baseball club, i was shorted helmets due to and I quote "*****" misshipping or not dropping. I talked to someone over 6 weeks ago, and they said they were going to start an investigation, well they never did. I have 32 helmets left to send back, and I have returned items before that were well past the "60 day" policy with no problem. Today I am told that I cannot return the products because they are quote "clearanced" which is not noted on the website, and its past 60 days. Which none of this is stated when you purchase, and if it was stated then why would this company do it for me before. I have spent who knows how much money, and an exchange is all that is needed for a smaller size but instead they are forcing me to buy more helmets for a non profit club and taking more money away from the players.

  Business response

  05/25/2022

  Business Response /* (1000, 5, 2022/05/25) */ Contact Name and Title: Esa Contact Phone: ************ Contact Email: ******************************** Thank you for your feedback. We do have a 60 day return policy. The policy can be found under the returns/exchange section on our website. We do often make exceptions and will extend the policy if it is a reasonable time frame and the second condition is we must still have the item available on our website. If the item is sold out we will not accept a return or exchange on the product as the product page for that merchandise has been removed. I was able to locate your order ******** and I do see you called regarding a missing shipment. Can you please respond and let me know exactly how many you were missing. It appears we never received a claim resolution from the shipping carrier on this so we apologize and thank you for bringing our attention ********************************. I do see you have an extensive order history with us and am in contact with our warehouse to see if we can accept the return for you as a courtesy. I will follow up with you by Tuesday of Next week to the email address we have on file for you. Thank you and once again we apologize for any inconvenience. Our representatives were following our return protocol which is our policy. We look forward to hearing from you. Thank you for shopping at BaseballSavings. Business Response /* (4000, 14, 2022/06/22) */ In our previous response we requested to know how many helmets you were returning and we also recently sent you a reply to your email sent to customer service to ask how many boxes/labels were needed, to which we did not receive a response, so this morning on 6/22, we sent you a single shipping label to use to return what you need. If you need additional labels you will need respond to the customer service email or here on the BBB platform so we can receive your response to forward you the correct amount of labels needed. Please respond here or to the email we sent you on 6/20. If you only need the one label, please use it to return what you need for a refund as indicated in our earlier response. Once the return is received by our warehouse, please allow 1-5 business days for the return to be processed and refunded.

• Initial Complaint

  05/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I ordered two wedges from TGW: a 52 and a 56 ******************* (Order# ********). When they arrived, one was significantly longer than the other (not the expected 0.25"), like it was custom made for someone else, so I decided to return. To my surprise I received an email that notified me about a discounted payback on a form of store credit. When I called the call center, they told me that the clubs went straight to a third party, and the result of their evaluation was that the clubs were used; this is why they applied the "playability guaranty" rules. I don't know what parameters are checked when they put the "used" stamp on an item, but I know that these clubs did not get to the golf course at all, so they could hardly find signs of use. My only guilt is that I removed the shrink-wrap from the heads. If there is any issue with the clubs, it happened after I dropped the box at the carrier. When I tried to challenge the decision, the representative was going circles, and the only thing she could tell is that it is out of their jurisdiction, the decision was coming from a third-party, and they just follow the protocol. How convenient! The only thing I could achieve is to get a promise for refunding my money (at least what's left of it) to my credit card. After a week I called the company to check the status. The representative was clear that this store credit is the maximum I can get. Even when I asked for a supervisor, and explained that I understand the rules, but I don't trust this company anymore, so I don't want to have any business with them, therefore the store credit is useless for me, she was just repeating the same rules over and over again, assuring me that there is no way to change the outcome. I gave up, so I hereby challenge their decision, and unless they can prove that the exact same clubs I returned were indeed used, and the alleged signs of use are not damages from the shipping and handling, I'm seeking for a full refund to my credit card.

  Business response

  06/07/2022

  Business Response /* (1000, 5, 2022/05/13) */ Thank you for your feedback. We reviewed your order and we do show that you returned these clubs. They went through inspection, as all returned clubs do, and were deemed to be used. This means, while inspecting the clubs it was determined that the club heads had marks on them. Even if these were used inside or hit lightly if any marks show up on the clubheads they are deemed as used as we are not able to resell as new if they show any sign of use at all. As a courtesy we are going to go ahead and void out the gift certificate we sent you and we are refunding you that amount of $****** to your original method of payment on file. I also went ahead and refunded you the fee that was deducted separately for an additional $*****. Y ou should see these amounts post back to your account within 1-5 business days. Please be advised for any future club returns that if a playability is offered and the clubs are deemed used a **% deduction will be assessed and the remainder sent as in store credit. Your satisfaction is very important to us and we see that you have ordered several times in the past so we went ahead and reversed this decision for you. We do appreciate you business and we hope to continue doing business with you in the future. IF you have any other questions or concerns feel free to contact us and we will be happy to assist you. Thank you. Consumer Response /* (2000, 7, 2022/05/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  05/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a golf bag last week, and I attempted to utilize ****** for my purchase. Somehow, it defaulted shipping address defaulted to and address when I was in *****. The problem is that I moved to *******. I did not see it on the order until I got the tracking information. I immediately called on Sunday morning, and I was advised they would call ****** to see what could be done, and the commitment was to call me back. I never received that phone call. I called back, and I spoke with someone else. They stated that ****** said there is nothing that could be done, and I would have to complete a call tag after the item was delivered. They committed to doing that for me. When I called after it was delivered, they said I could not do a call tag unless I had the package. I would think your company would have a process to handle those types of situations. I even attempted to contact ****** to place the package on hold, and it said your company had policy restrictions to keep that from happening. Just not a good customer experience. My problem is that other companies have access to change the shipping address, and I have personally done it for customers. At the very least the item could have been placed on hold. I will be traveling to ***** at the end of the month, and I might have been able to pick it up if it was holding. This is just unacceptable service, and I would like my money back or my purchase. Order ********

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/05/10) */ Contact Name and Title: Esa Contact Email: ******************** Thank you for contacting us. We are sorry to hear this. Normally if you place an order online using any payment method we will send you a confirmation immediately after placing your order. If any of the information was submit incorrectly we only have a small window of time to make changes and cancellations cannot be guaranteed. If TGW Places the order for you incorrectly we will take full responsibility if the package is sent to an incorrect location. Otherwise we can only ship to what was provided on the order form at the time the order was submit. We did review the order and do see that a call tag was issued. Our shipping carrier attempted to retrive the package unsuccessfully stating the package was not able to be located at the address it was delivered to. According to the order notes we have since followed up with you and confirmed that you had a neighbor pick this up for you. We are glad that you were able to locate the shipment. If you have any other questions or concerns please let us know and we will be more than happy to assist you. We do thank you for your business and have a nice day.

• Initial Complaint

  03/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a pair of men shoes size 8 on Jan 14th, 2022 for a total of $***** including shipping cost of $****. TGW sent me size 7 which was not the size I ordered so I visited TGW's website to begin return process on Jan 19th. I felt the error on my order was not my fault. The options available on TGW's online return forms interestingly bear all responsibilities for shipping return fees onto customers. I called Customer Service explaining the mistake on my order and I shouldn't be held responsible for $**** return shipping label. Customer Service waved shipping fee and I received shipping label for return. Customer Service assured once they receive the shoes, I will get full credit back to my credit card. I sent shoes back and waited for communication on credit. Feb 10th, I received an email from TGW crediting $**** back to my credit card and $***** in a form of TGW's gift certificate. I had no intention of using TGW's credit anytime soon so I called Customer Service on Feb 10th to have $***** credited back to original card. Customer service politely handled my request of crediting back to credit card and provided 3 to 5 days to see credit appear back on account. I waited two weeks and saw no credit from TGW posted to my account. I called Customer Service to see if there's any issue and again they asked for 3 to 5 days for credit to post. I waited 7 business days and still no credit to my account. I emailed Customer service expressing my frustration and the time I spent to correct this order that was their fault. CS asked for 24-48 hours to track down credit issue. I waited a week and have not heard back from them. As of this morning March 5th, I have gave up on seeking truth from these folks and feel they have robbed $***** from me. The TGW's gift certificate is not valid and I can't get an ****** person at TGW to help with issue. CS is polite and assured that I am a valued customer.at the end of each call. Right!!!

• Initial Complaint

  01/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The Golf Wharehouse over charges on shipping I only assume pocketing the difference. I ordered on Thursday night order ********. During check out they gave me an option for Saturday delivery. I paid for it then when shipping info showed up it showed Monday. I called and was told they don't deliver on Saturdays or Sundays. I requested the difference in shipping to be refunded and they just plain refused. I don't care the item is showing up Monday. I care I was charged for a service they have no intention of providing.

  Business response

  02/18/2022

  Business Response /* (1000, 5, 2022/01/27) */ Customer contacted us regarding next business day shipping which is described on our website as next business day Monday - Friday. Initially since the placed their order after 1:00PM central time, the shipment went out on time on a Friday and delivered the following business day on Monday. We referred customer to our online shipping policy which is published at http://www.tgw.com/shipping-info. The customer contacted us on ******** where we informed him of our shipping policy and also advised him we would provide him with a courtesy refund which was issued back on 1/24/2022. We advised the customer to allow up to 7 business days for the refund of his shipping fee to apply to his original method of payment. Customer should check their billing statement to locate the credit within 7 business days following the 24th of January 2022.

• Initial Complaint

  09/17/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 6/16/21 I purchased a golf set from TGW with the expectation that my clubs would arrive to me within 6-8 weeks. It's now been over 13 weeks, and my clubs still haven't been delivered to me. My multiple attempts to work with TGW have been unproductive. I was told twice that the clubs were shipped on 9/5/21, which is a lie. I've been told twice that TGW will reach out to the manufacturer and get back to me with an updated, and twice I've had to call back because TGW never responded to me. Today 9/17/21 Taylor told me that she would send "another" email on my behalf to the manufacturer. When I asked who in the company I could further escalate this issue to, she told me there wasn't anything anybody could do except send another email. Why am I not allowed to speak with someone in management? Why would TGW do business with a manufacturer that ignores them? Why can't I get an explanation as to why it's taking so long? Where are my clubs, and when can I expect delivery?

  Business response

  10/15/2021

  Business Response /* (****, 5, 2021/09/23) */ Contact Name and Title: Esa Contact Phone: ********** Contact Email: ******************** Thank you for providing your feedback and letting us know about this issue. We set a high standard for ourselves and are truly sorry to hear that standard was not met in your interaction with us. We apologize for any inconvenience regarding the delay of your shipment. We reviewed your order and we see that you ordered a set of club that ships directly from the manufacturer. Generally, unfortunately we have no control over the estimated ship dates provided from the manufacturer as we unfortunately have no control over their production and for this reason we do not bill your payment method until the shipment has been confirmed as shipped to you. We can tell you that we had our own purchase order for these and they just arrived to us. Your order is appears to be on backorder with the manufacturer at least until 9/30/2021. I am working to cancel your order with the vendor and shipping you a set from the stock we just received. I will notify you within 24-48 hours just as soon as we have your tracking number. Once again. we do apologize for the delay and inconvenience. We do appreciate your business and your satisfaction is very important to us. We thank you for shopping at TGW.com and we will be in touch shortly. Consumer Response /* (3000, 7, 2021/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've now received 2 sets of clubs in the mail. One set was delivered on 9/25, and the other on 9/27. Both sets were NOT what I ordered. I've waited 14 weeks, called customer service countless times, sent 3 emails, I've been sent 2 sets of the wrong clubs, and I've had my credit card charged over $****. Now I have to use my own time to ****** 2 sets of clubs back to them, or get charged for something I didn't want, or order from them. I still don't have what I ordered.. Business Response /* (4000, 9, 2021/10/04) */ As we have explained unfortunately, there was a mix-up with the model numbers between our system and the manufacturers. Unfortunately, the specifications for the clubs requested are not available. We have received both sets of clubs and a full refunded has been issued back to the original payment method 10/4/2021. Please allow 1-5 business days from 10/4/2021 for the refund to post back to your account. We have sent you a $** gift card for the hassle and confusion regarding your order and you can expect to receive that within 1-2 business days. Your satisfaction is very important to us. We do thank you for shopping at our store. If you have any questions or concerns please do not hesitate to contact us. We are always happy to help.

• Initial Complaint

  08/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Never received order. They choose shipping vendor. Refuse to give me a refund.

  Business response

  09/27/2021

  Business Response /* (1000, 5, 2021/08/26) */ Thank you for contacting us and we apologize for any inconvenience you had regarding your order. We do see that your order was shipped on August 12th. The trackign went into a pending status. So we filed a trace on the package. The trace was successful. We see the tracking number on the shipping carriers website indicates the package will be delivered to you on 8/26. The purpose of the trace is to allow the shipping carrier to locate your package. If the package was deemed lost after the trace was completed then you would have the option to have a refund or a replacement sent to you at the end of the claims period. You may also track this package on the ***** website with the tracking number we provided you to see this update. If you no longer would like the item you may always process a return or exchange directly on our website or call customer service and they will be happy to assist you in providing you with a return label. Consumer Response /* (3000, 7, 2021/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Package was not delivered on the 26th. Tracking again says pending with no delivery date. I would like a refund. Business Response /* (4000, 9, 2021/09/09) */ We apologize for the delay while in transit. We have to allow the shipping carrier the full time frame to conduct an investigation if a package is showing a pending status to allow them the opportunity to locate the package and deliver it to you. If we refund you before the claim is complete then many times you will end up with the package and the refund and would need to be rebilled. We checked the tracking on this again and we do see that the shipping carrier located the shipment as it was pending in transit, and delivered it to you on 9/2/2021. Once again, we apologize for the delay and inconvenience on this order. If an item is delayed in transit unfortunately that's beyond our control. If deemed lost during a claim investigation then we will always give you the option for a refund or replacement. Once again, we do see this order has arrived to you. If you have any other questions or concerns please feel free to get a hold of our customer service team for further assistance. We do thank you for your business and once again want to apologize for the shipment delay.

• Initial Complaint

  08/05/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a golf club and some golf balls on July 27, 2021. The order showed as having been shipped, but it never arrived. The *************** tracking site showed multiple days in delay. Then, they showed that it had been delivered. I was home all day and it definitely was not delivered. When I called TGW, the customer service rep asked if I would like her to file a tracing with *****. I told her that she could do whatever she wanted but that it was not my problem to solve. I had payed for the merchandise and it was not only delayed, but never delivered. She then told me that ***** had until 8pm to deliver it. I told her that it made no sense to say that since ***** was saying that it had delivered it at 1:11pm that day. She repeated that they had until 8pm. I told her that I would call my credit card company and tell them to reverse the charge, which they will be happy to do. She told me that if I did that, I would not be able to order from TGW again. Haha.

  Business response

  09/01/2021

  Business Response /* (1000, 5, 2021/08/10) */ Thank you for providing your feedback and letting us know about this issue. We set a high standard for ourselves and are truly sorry to hear that standard was not met in your interaction with us. We reviewed the order and we apologize for the delay while in transit. Once an order shows it has been delivered and if you dispute that, we must file a claim for the shipping carrier to investigate the delivery of the shipment. Unfortunately, if you do not allow us to investigate the shipment and file a chargeback claim right away, this actually could result in your account being flagged for future purchases. We do have to conduct an claim to have the shipping carrier investigate the delivery. If the package is deemed lost or delivered wrongfully, within the investigation time period, which can take up to 10 business days to complete, we will replace or refund your shipment depending on your preference. In the meantime we do apologize for any inconvenience. We did speak to you regarding this shipment and you have confirmed that you received this order a few days after the initial delivery date had stated and after we filed a claim. Once again, we do apologize that the package was delivered to the incorrect location but we are glad to see that it has finally arrived to you. Please do not hesitate to contact us if you have any other questions or concerns. We are always happy to help. We do thank you for shopping at our store. Have a nice day.

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