ComplaintsforTX Custom Golf, LLC

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I reached out to TX Custom Golf about getting my putter refurbished and repainted. I came in contact with ***********************, and he advised me that I could drop off my club to his house on April 20. We agreed on what I was wanting, and that he could do it. I wanted it to be repainted the exact same color red - the ****** Made red, which he said he could do. And I wanted a new grip as well, which we looked at online together and he ordered the exact one I wanted. He told me he was doing well on time and thought he would have the putter done by May 1, he even said he would write May 1 down on my file. So when May 1 came around, he told me that the putter was not finished because it needed to finish drying. He kept pushing the days back for me to come pick up the putter simply because he was "busy" and wasn't going to be available. Finally, after going back and forth, he told me on May 17 that I could come pick up the putter at 8. I contacted him a couple hours before and never heard anything from him, which at this point was super normal, he would always ghost me close to the times that we had agreed on. This time I decided to drive to his house regardless. He finally opened his garage for me to get the putter at 9. When I saw the putter, he was the color Maroon. It looked nothing like the red we agreed upon. On top of that, he had also offered to engrave the putter for free. I had asked for him to engrave 2 little spiders on each side. Only one of the spiders had been engraved and it wasn't even painted yet. It is clear that he has not worked on the putter. I spent the next hour with him going over the changes I wanted made. He said he would do it and bring me the putter in 2 days. That never happened. These types of situations continued all the way until now, June 15. He shipped me my putter and I just received it. It looks absolutely awful and nothing like we agreed. Only difference was he painted it the correct red, but did an awful job. I want my money back.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Looking for a refund on products promised and paid for that ***** has told me will not happen, because I left a bad review.I sent a set of irons and a putter to ***** to get re finished. Couldnt have had a worse experience. 1. $180 - Invoice attached. Pictures and screen shots attached. - I ordered 4 X Stiff shafts. He ordered 4 by mistake, no big deal. But he now wont send the **Stiff even if I return the Stiff. He even told me to keep the Stiff which I dont need but he sent anyway. Its really simple, I paid for a certain shaft and ***** was incapable if delivering, so I just want the money back. 2. $40 - Invoice attached. Putter shaft. I paid for a new shaft and was sent something that is not new, its it short and has a plug in it to seem longer. I can speculate as to what was done but it wasnt what I paid for. I am just looking for $220 refunded and to be done with this. He has stated he wont work with me on refunds as I crossed the line when I left a bad ****** review. I left a review as he stopped responding to me. It should be noted that ***** has horrible business practices. He makes promises he cannot keep and blames customers for holding him to the timing HE gives to us. He said he could do everything we discussed and just didnt deliver. I only focused in 2 items I want fixed, not all the others that are just bad work. I have added a few screen shots from his response today, after ignoring me for a week and I had to repeatedly reach out. He blames me for ******* him even though he told me he was done and shipping them out earlier. I just want the money back and if possible warn others about *****. Any help is appreciated!

  Business response

  08/04/2023

  Mr *************** appreciate your business and although we hate to hear that you are unhappy with the finished product, when you agreed to our terms and conditions upon payment for this "custom" project, you waived your right to make demands, and such demands are refunds for goods and services we provided to you at special discounted rates, and in a timely fashion. 
  I personally sent you an email asking you to submit your claim to us for refund of any funds related to the purchase of hard goods, and once the hard goods mentioned in this project were received back into our shop, inspected and approved for restock back into our inventory, we would be happy to refund you, pursuant to the terms of our agreement, which is the same agreement we have with all of our customers.  
  Second, i informed you upon your desire to change the finish on your **** irons from black ceramic to the brushed, aged copper look, that we no longer offer that finish but that i would see if there was a way we could make it happen.  Our investigation  resulted in an answer of NO, your original request for black ceramic coating, which you yourself even state is great, was completed and the irons were completed as such without any issues.  
  Furthermore, any custom work that we perform, once a demand is made to ship back to the customer against our better judgement, is then no longer in our control.  In simpler terms, if a customer demands we ship prior to our professional recommendation that said order is not yet complete, but when informed of that the customer continues to demand shipment regardless, our liability ends immediately.  
  additionally, per the terms and conditions you agreed to upon payment, all custom work is FINAL, and is non refundable.  "CUSTOM" refers to work that is not subject to interpretation, and therefore when the product leaves our shop, especially under DEMAND by customer, unfortunately what you get is what you get.  If you don't allow us to finish the project, otherwise known as doing our job, there is nothing else we can do to help you.  If i purchased a car and drove it off the lot, and got into a minor fender ******, and then attempted to return the car, what do you think they would tell me?  And what if that car was "CUSTOM"?  
  We understand your complaints Mr ********* but what you don't show in your complaint are the communications you don't want anyone to see. 
  Again, i told you that we would be happy to issue a full refund on the shafts ************* to our shop.  end of story.  not sure why a BBB complaint was necessary to achieve something i thought we had already agreed to.  Especially when one phone call gets you FREE swap to the flex of your choice.  
  As far as any other requests, You know very well that i would have been happy to work with you, but instead you spent 3-4 days working across all platforms out of anger and a need for revenge, in an attempt to smear the good name of TX Custom Golf, when instead we could have been resolving this.  
  At this point the damage has been done.  
  And again, pursuant to our terms and conditions, you violated 2 major conditions and therefore your request for refund is denied.  
  Let it be known that the customer was offered every opportunity to receive a refund, even against our contracted policies.  But chose not to do so.  If we give into that, we are setting precedent that will eventually run us out of business.   And since we had our most successful year in our 8 year history, i am fairly certain that the hundreds of amazing customers that support and appreciate the work we do and how we do it, will continue to do so despite your attempt to make us look otherwise.  
  We appreciate your business Mr ********* but you were aware of the terms and conditions, you rushed the process and made demands that voided your right to any refund, and then instead of taking our offer to go ahead and refund despite our better judgement, we now find ourselves here, which is exactly what those terms and conditions are designed to prevent.  
  We wish you the best moving forward and although we cannot work together any longer, i am quite sure you will find another shop to help you with your custom needs, at which time i am certain you will find that the terms and conditions, policies and procedures that i have noted within, will be much tougher, unwavering, and much less forgiving than ours.  And i promise that this course of action IS NOT the best way to get what you want.  All it does is show that you were unwilling to work with us to remedy the situation, and instead wasted hours of your time to achieve something that a 5 minute email would have achieved, and you would have gotten everything you needed.  
  Im sorry, but you chose the path that you didn't need to take, and therefore we must move on ourselves.  We thank the BBB for their hard work in making sure these cases are properly handled and we thank them in their efforts to not only protect the consumers, but protect small businesses from unnecessary and unlawful claims against them.  Without a fair and equal platform, we would not have the ability to offer the custom, extremely rare services that we do, and attempt such as this would end up running all custom shops out of business.   
  the saying that its always that one person that ruins everything for everyone else, is very true.  And we apologize to all our customers who have to follow a strict set of otherwise unnecessary terms and conditions because of the actions of 1 or 2 people.  Its sad and we truly hope that someday we can resort back to a more customer-centric structure.   We truly do this to help good people who genuinely seek out our help to achieve results offered in very few markets in this country, and at very high costs.  We do this work without the need for any appreciation or public statement of achievement.  And many times we do it at a loss, as the most important thing to us is our customers happiness.  
  Unfortunately, we must draw the line at a certain point, or claims such as this will, and i have seen it happen too many times, they will unfortunately run all the shops of this kind out of business, leaving almost no shops left to help the almost 2.5 million golfers in this country achieve the custom requests that so many of those golfers now look forward to, sometimes as much as several different projects each month.  Month after month.  
  If you would like to take down all the negative feedback and baseless claims across all platforms, i would STILL be willing to work with you, but we will not be disrespected, ignored, run thru a smear campaign, and then still offer you the same recourse that our customers that follow the aforementioned terms are offered and follow accordingly.  You chose to take this public in an attempt to warn others not to do business with us, which you know is exactly what this is about.  So please tell me why i should now treat you any differently than a customer who calmly, and respectfully responds to our reply and offer to refund, instead of believing they are above every other customer and should be treated as such?  we treat all customers equal, and to be honest, had I known you had already gone and filed inaccurate claims on several other platforms prior to our email correspondence in which i offered to take care of all issues, i would NEVER have offered those solutions.  
  In ****************** there are only a few major custom golf shops remaining because of this behavior.  Most of them communicate, work together, and warn each other of individuals that have acted in poor faith to help each other protect from the same customer doing this to multiple shops.  I have no doubt you will find someone else to help you out, but we don't respond to threats or fear of ruining our reputation thru platforms such as the BBB.  If anything, you only made it harder on yourself and as i have stated will find other shops to be way more strict and unforgiving when it comes to situations of this nature.  
  So good luck to you.  But your request for refund is denied due to the fact that said refund was offered but once negative feedback is smeared all over the internet that is inaccurate, you have lost your right to a positive outcome in your favor.    You cannot have it both ways.  And that goes for us, and everyone else out there.  
  You were given the opportunity and you chose to decline it.   Not the other way around.  
  Regards,
  ***********************- Owner/Founder- TX CUSTOM GOLF LLC

  Customer response

  08/04/2023

  *****,

  Im simply amazed. How can you call any of this baseless? You ignored my attempts to reach out leaving me to assume you were never going to respond, and you did not until I left a honest review, not smear campaign. Try to be accountable for your work like you claimed you would be. You did not communicate major details and then scream at me for expecting you to deliver in your promise. I made sure not to rush you as I truly thought after weeks of no communication you were stealing my clubs. I only expected them to be shipped because you told me you were shipping them, and then said nothing for over a week. And the putter shaft, you still dont have a good answer.

  As for me not showing the entire conversation we had, we both know how you would look. In the end, a couple $100 bucks is not a big deal and Im not going to waste anymore time with someone like you. Ive never had an experience like this with someone in the golf industry, truly shocking. And looking at other reviews, that are not your golfing buddies, Im not the first you have treated this way and certainly wont be the last.

  I truly feel bad for you and hope you get the help you need. Im going to take down the reviews as I should have been the adult in the beginning knowing you were not going to and the truth is there are people like you in this world and thats just life. Everything eventually catches up to people. 

  Since you are growing so fast, I would consider hiring someone to communicate to customers in the future as you are not the one who should be doing that. Absolutely the worst buying experience of my life, ruined my clubs that meant something to me, not that you care about your customers. 
  

  Have a good life *****. I hope you change your ways. 

   

*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. ↩