ComplaintsforTopgolf

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I wanted to surprise my brother with a birthday party at Top Golf& include the whole family, 13 of us, since he &my dad really enjoy golfing & been wanting to get the others into golfing too. I looked online & downloaded the app to make sure I was RSVP'n correctly and to see if they had any deals. That's when I found their Topgolf Heroes Program; I am a recent Veteran who served 8 years. On this page it discusses all who qualify, which I do. Then it continues to say what "Heroes get" such as 10% off Game Play and other things. Then below it says "Hit the button below to plan your visit now and show a valid ID to your BAY HOST when you arrive". So, that is what I did, I clicked "PLAN A VISIT". And before booking it, I did attempt to book it "normal" because on the Heroes page it didn't ask me anything about my service nor did it look any different from booking on the non-heroes page, so I wanted to make sure I did it correctly. So, I went back and clicked on the "plan a visit" from the Heroes page & booked 2 bays for 8/11/2024. Upon arriving, I told the check-in agent that I have military proof as requested on the website, he said to notify my BAY HOST, which I did right away as we sat down at our bay, who then told me at time of paying, he will notify the manager who then told me that I will receive a call tomorrow from their treasury department because she believes we had to indicate military at time of booking. (Which nowhere besides "plan a visit" on the Heroes' page indicated anything to be inputted. In the fine print it does say "notify your Event Sales Associate and provide a valid ID prior to confirming your event." But we didn't have a Event Sales Associate besides our Bay Host. A week later, I still have not received a call as promised from the Manager, but I did receive a survey the next day from ***********************, Director of Sales, who I left a voice message on 8/14 explaining that I wanted to talk before conducting a survey; I still have not heard from her.

  Business response

  08/20/2024

  A member of our Leadership team has been in contact with the player and resolved the issue to her satisfaction. We look forward to welcoming her back to Topgolf! 

  Customer response

  08/20/2024

  I have reviewed the business response and accept this resolution. My family and I are looking forward to going back and having a great time. 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My family and friends took me to Top Golf Charleston the day after my birthday - Tuesday 7/30 at 7pm. It was half price night. My daughter paid for the bay for golf. We had friends join us about 8pm - they brought their food and drink from the bar area and came to our bay (#*** I think) with their food.My wife had a *********, I had a beer, we had the pretzel bites and a chicken dip. The only bill that was presented to me was for $109.94 - expensive for what we got... but hey, it's Top Golf. I paid with two $50 gift cards and the waitress came back with my bill - again, the only bill that was presented to me - for $9.94. I tipped $20. My total obligation to Top Golf, after using the gift cards and leaving a tip should have been $29.94.The next day I looked at my bank statement and saw not one, but two pending charges from Top Golf. One for $9.94 and another for $156.33. I clicked on the pending charges and it said that they usually clear in 2-3 business days. So I waited...By Friday 8/2 the pending $9.94 had disappeared and the $156.33 was no longer pending, it was charged to my card. SO I called Top GOlf and spoke with "*******" by calling ************ about 1030am EST. She took all my information and said someone would get back to me. Despite my calling back, no one ever even attempted to rectify the issue - other than asking me for the gift card numbers I used. I told them, like a normal person, when I paid with the gift card (1) the waitress didn't return them and (2) I didn't ask for them back.I even tried to engage with them on their social media channel on Instagram. Same result: (1) initial engagement by Top Golf, then (2) ignoring all attempts at communication.I've filed a dispute with my bank and they at least temporarily credited my account for the $156.33. But that's not the point at this point. The point is Top Golf's fraud, made worse by garbage customer service.

  Business response

  08/12/2024

  A member of our mangement team has been in contact with the player. We were able to resolve the issue to his satisfaction and look forward to welcoming him back to Topgolf. 

  Customer response

  08/12/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My children bought us a $200.00 Top Golf gift card. This was about 3 years ago. At that time, my husband had a health issue (frozen shoulder) and couldnt swing a golf club; AND Covid made this activity near impossible for some time. July 20, 2024 we went to TopGolf and spent over $400, and gave our gift card to Top Golf *******************. They would not accept. Our email explanation said in 2023 this gift card was deactivated and refund issued. We did not do this. A company would Never do this. I have never been able to get $$ for a gift card. This is a scam. We never received any refund on this gift card. Absolutely. NEVER

  Business response

  08/14/2024

  This gift card was not purchased from Topgolf. Appears it was purchased at a retailer, ******* Kroger, Target etc. As such we have limited information and no proof of purchase. Researching I can verify that the balance on this gift card was checked on 4/23/19 and again 6/3/19. Both of these balance checks were prior to the card being activated. This happens when someone scans the card number and pin in the store, then checks the balance some time later hoping someone had purchased the card and loaded funds onto it. Then they "steal" the funds. This card was activated on 6/17/21 and loaded with $200. On 2/10/23 we received notification from our Gift Card vendor of a large number of cards that had been sold at retail that had balance checks done prior to the cards being activated. All of those cards including this one were deactivated as potentially compromised. The original purchaser would then have to provide proof of purchase and seek recourse with the retailer who sold them the card as again these were not purchased from Topgolf.  As a courtesy we have replaced this gift card via e gift card in the amount of $200 on 8/2/24. Typically this would require some evidence of purchase but given the age of the original purchase I understand that is not likely to be available. Order number for the replacement card is CBD6K5XTFW and was sent to ************************** 

  Customer response

  08/14/2024

  I have reviewed the business response and accept this resolution.

  THANK YOU for being Fair with your honest customers.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Reservation for 7/5/24 was canceled on 7/3/24; however, the $25 gift card used to make the reservation was not provided until 7/8/24. That caused me to use my credit card to pay towards the attached receipt. I would like a refund for $25 to my credit card and have that charged to the gift card instead. Good customer service is providing refunds on gift card promptly rather than making people wait till Monday of the next week.Please call me to discuss rather than emailing back and forth which is inefficient.

  Business response

  07/26/2024

  Refunds to gift cards are indeed processed on Mondays. This means refunds can be issued to guests in less than 1 day or up to 7. Five to seven business days is not an unusually long period of time for refunds to process. 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  To Whom It May ********* wasnt satisfied with my recent visit and have been a loyal customer for many years. The fan and games werent working properly. We informed the server about it, but nothing was resolved. The service was mediocre since the server was barely present to take orders or refills until the check closing. The games didnt load properly so it wasted our group time and we spent over $100 for games/food. The ladies' restroom had debris everywhere. So overall it was a disappointing visit compared to my previous ones. So I'd like to request a partial refund for the amount spent during this visit due to all of the issues.Thank you,***

  Business response

  06/04/2024

  We have no way to tell what location this guest visited. We show no membership under this name or email and the phone number is a business that says they have no knowledge of anyone by this name. We will need more details, including a valid phone number, date of visit, location visited in order to investigate any further. Thanks. 

  Customer response

  06/04/2024

  receipt attached as proof of visit

  Customer response

  06/04/2024

  I am rejecting this response because I have proof of visit as requested.

  Business response

  07/29/2024

  Our Office Manager, *************************** has been in contact with the player to discuss their concerns. Thanks. 

  Customer response

  07/29/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased $1000 worth of gift cards during a recent promotion to use for my sons 16th birthday. Because our group is 15 golfers (they consider it an event) I was told I had to order additional food and beverages that tripled the cost. I agreed because we had already sent out invitations, but was then told I could not use the gift cards on an event. So now I will be paying over $2000 for a 2 hour 16th birthday party for my son and his friends. This is unacceptable but I had already signed the contract before I was told I could not use gift cards. I have tried calling the number from the gift card confirmation email and keep getting hung up on. I also can not get any help from our local top golf. The only person I have talked to is extremely unhelpful.

  Business response

  05/02/2024

  Gift Cards are not a valid form of payment for certain products or services at Topgolf. That includes event bookings. That is disclosed on the physical gift cards and also online should they be "e-gift cards". Its also disclosed that Gift Cards are non refundable. That is standard practice across gift cards from virtually all brands. The guest was advised that gift cards could not be used toward this event prior to booking this event and choose to proceed. Topgolf has no recourse to refund these gift cards, however they are good forever, they do not expire and incur no dormancy fees. For more information on what these can be used for please visit ***********************************************************;

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Saturday, March 9, 2024, I made a reservation for 1 bay at Top Golf in ***************, **. The reservation was made through their Top Golf app. Through the app, once you select the date and time and provide the number of players (we had 6), the text at the bottom states the following, "Includes two hours of game play in one bay, starting at the selected time. 25% deposit due at time of booking. Max ******** of 6 players. Note: game play cannot be extended. More Info [hyperlinked]". When you click on the hyperlink, the pop up states, " - Booking fee applies and is included in the rate. - Prices do not include a $5 one-time Lifetime Membership fee for new players. - Must be 18+ years of age to book". The use of the term "deposit", implies that I will be paying for a portion of the costs now, to be applied to the final bill once the event is over. Once you move to the next screen, there is a summary of costs that includes game play, booking fee, tax, total, and 25% deposit due at that time, which is 25% of that total. At the bottom of this page is payment method info and again restates 25% is due and this is the amount that I am paying at that time. We did not find out until we received the bill that the "deposit" is actually a reservation fee and is not deducted from the total bill. So the customer ends up paying the 25%, plus the total costs of game play, booking fee, food, drinks and taxes. This is a very misleading practice and is very much a bait and switch practice. Given the volume of customers that this facility brings in on a daily basis since they opened, I imagine a significant number of customers have been impacted.

  Business response

  03/12/2024

  The documentation provided by the guest clearly explains that the total would be $159.51. Of that total 25% is due at time of booking and the remaining 75% due day of the reservation. No where in any copy does it suggest that the 25% is going to then be applied to the remaining balance. Its regrettable that the guest is interpreting this otherwise, however the line item invoice at check out is very clear and never suggests that the "deposit" is anything other than pre-paying 25% of the total price with the remaining 75% being due the day of the visit. I have attached another view of the same policy. Its bit redundant as its the same as what the guest provided: "NOTICE: 25% deposit due now. Remaining 75% balance due in venue day of." The booking fee is included in the total price and that amount is clearly disclosed and lined out as part of the total due. If the guest would prefer to not pay a booking fee in the future they are welcome to walk in as reservations are not required to visit. 

  Customer response

  03/12/2024

  I am rejecting this response because it is incorrect.  I was charged the 25% fee upfront and then charged 100%, not the 75% that TG suggests.   

• Initial Complaint

  03/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1st this is a bad business they are basically stealing money from people who made a reservation days in advance when you can make a reservation online on the day and it was half price for all others that's just unfair and shouldn't be legal. It's theft by deception in my eyes I booked a bay for 6 people I paid $155 for the bay plus tax and a $5 fee for every new player which was all of us after receiving horrible contradictory statements from the manager or the man claiming to be the manager I looked online and all day was half price so people around us were paying $55 or around that amount depending on time of day and I paid 3 times that for reserving a spot and paying a 25% down payment I don't understand how that's fair or legal. Also the man claiming to be the manager with our second hour approaching our waitress asked us if we wanted anything else to eat or drink we ordered 3 appetizers and it took almost an hour for the food to come out the waitress said she spoke with her manager and he said he would give us some extra time to eat but after a couple minutes maybe 5 at the most the Man approached and said he would help us carry our food somewhere else to eat because they had another party showing up? That's a complete turn around from what was just said and when your spending $300 plus on a couple appetizers and golf you would expect some leeway for you to finish your food that just came out after taking extra time to be cooked that's the point of ordering food is to eat it not get pushed out the door after you get your food. Needless to say this place was lacking in edict and general courtesy then you rob me of money put our $175 golf bill on a check that you say you can't split between people and expect me to tip on my golf and my food? Seriously what kind of business runs this way? Scam and rob as much as you can order food but have to take it home what is wrong with people this was sad because up until then it had been a great experience then it was not

  Business response

  03/20/2024

  Our Director of Operations has tried multiple times to contact his guest to discuss his experience however we have not been able to reach him and he has not contacted us. We have provided him contact information to reach out to our management team. 

• Initial Complaint

  02/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Sunday, 2/18/2024, at around 7:30pm, I hit a hole-in-one in the brown target at the Pompano Beach, ** location next to the ******** Casino.Being a Platinum Elite member, I am *********** a $1,000.00 prize for doing so. Topgolf did not hold up their end of the agreement, based on the fact that I was playing in the "game mode"(as it is labeled on TOPGOLF'S computers), "TopPractice". I feel as if I was cheated out of $1,000, because there is nowhere(that I ever had access to, anyway), on their website, in the terms and conditions, that states which game modes I had to be in, in order to be eligible for the $1,000 prize, nor was it explained to me by anybody until AFTER I hit my hole in one.If I was given the opportunity to play with the knowledge of which "Game Mode", I could or couldn't be in, to be eligible for the prize, I would have been in that mode.Furthermore, being in TopPractice mode does not bring the target closer to you, nor you to it... it doesn't give you superpowers, nor is it a cheat code that gives you the attributes of ********************* therefore the difficulty of doing so remains the same.In conclusion, I feel like I am owed $1,000 by Topgolf of ******* Beach, *******. You cheated me out of what you agreed to pay out, and completely destroyed the excitement and joy of my first hole-in-one. At least hold up your end of the bargain. P.S. $300 a month, and about $70 worth of food and beverages each visit is what we spend... correction... SPENT at Topgolf ******* Beach, **. We play(ed), about three times every week. I will not be returning until this has been resolved. My partner(who was there, and witnessed everything), and I intend to share what happened on every social media platform that we have accounts with until this has been resolved.

  Business response

  02/21/2024

  Our ***************** has been in contact with the player. We have resolved *********** concerns and look forward to welcoming him back! 

  Customer response

  02/26/2024

  The business has made it right in every way. Thank you.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was at ******** on *******************, virginia beach, ** ***** on 1/15/2024 at 11:13am bay 305 , check #**, ************ was my bay host.I was there with my 3 kids to play for one hour, then the guy at the desk said I should have book in the app, which was half off and I said can I do that, he stated that I should go upstairs and the bay host will adjust the price at the bay. A lady came over and I said one hour, she stated that I have to do 2 hours and I will pay half off, then bay host ***** and I told her what both associates said, she then proceed to find another associate to come over, and she said oh, she cannot adjust the price because she will get in trouble. i was like what are you talking about, 3 associates said me and the kids can play 2 hours half off, she then said oh she will give me $20,00 off. This was not the deal and I am disappointed with all these associates saying different things, all we wanted was to play some golf, not to be over charged $50,00 for 2 hours.I am requesting a refund of my money or half off. Then we were finishing up, when ***** said well I need to clean the bay, meaning we need to get out as soon as possible, while the kids were getting their stuff together.

  Business response

  01/24/2024

  *********************** at the Virginia Beach location reached out to Bibi and offered the $50 refund requested, which she accepted. 

  Customer response

  01/24/2024

  I have reviewed the business response and accept this resolution. 

*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. ↩