FootJoy: Superior Customer Service

In March, 2014, I purchased a pair of Footjoy DNAs. The shoe was very comfortable and looked good, too. Sometime later, I was told that lost cleats were a problem with these shoes. Sure enough, I lost a couple several weeks after I bought the shoes. I called the FootJoy Customer Service department and told them my problem. The fellow with whom I spoke acknowledged that lost spikes were an issue with shoe, apologized and told me he would send a few replacement spikes. A week later, I received a package from FootJoy. Inside was a velvet pouch with about two dozen spikes. As the 2014 season drew to a close, I noticed that several of the spikes on my DNAs had worn down. I used the new spikes to replace everyone on my shoes. I had a few left over and gave them to a friend who had lost several spikes on his DNAs.

A few days ago, I was putting on my shoes for a casual round in beautiful fall weather. I noticed several spikes were quite worn and that I had lost two spikes. Once again, I called the FootJoy Customer Service number. I identified myself, told the Service Rep that I had lost a couple of spikes and would be grateful if I could buy a set to replace the lost ones as well as those which had worn down. I said I was sure the shoes were out of warranty and I had no problem purchasing replacement spikes. The lady with whom I spoke said that, as I was making my request, she looked up my call the previous year, noted my address and ordered a new set of spikes to be sent directly to me. I asked her the charge and her reply was, "There will be no charge. Is there anything else i may help you with, today?" Two days later, I received a Federal Express envelope, inside of which was the velvet pouch with a full set of spikes and a tool I could use to replace the old spikes with the new ones.

I owned retail stores for thirty years and I know a thing or two about customer service. I must say that the investment that FootJoy made in sending me those spikes and tool so quickly will be repaid handsomely in the years to come. Their Customer Service was truly outstanding. I wish I could herein write the name of the Customer Service Rep I spoke with a few days ago and give her the credit she deserves. She was a real gem, not only polite but made me feel as if she were genuinely interested in my relatively small problem. Unfortunately, I didn't ask her name. Well, I hope somehow someone at FootJoy reads this or finds out about this post and discovers which woman in their Customer Service Department sent a fellow in Mississippi some spikes. I hope they applaud her work. She earned them future business from this consumer!

Good deal!

I recently had a positive experience with Foot Joy CS. Had some low mileage Dry Joy shoes where the gel insert pad in the insert footbed came loose and they sent me a replacement set free of charge. Very pleased.

I still wear FJ shoes and gloves - but I had a bit of a different experience with their CS.

Shoes completely fell apart. I mean both shoes - blowout. At the course. During a tourney and with no replacements. Course sold shoes but I am a working stiff and wasn't paying about $200 for shoes to get me through 9 holes. I used medical tape and muddled through. I had owned them for under a year BTW.

I called FJ and they said I would need to ship them their way. (After providing ID numbers and such from the inside of the shoes) I paid to ship them and waited for info. Finally I get an email indicating that they were outside of the warranty and there was nothing they could do. There was a number in the email with a name - and I phoned asking for more details. Turns out they were the previous year's model and this made them older than I thought they were - and it meant that the clock had ticked out shortly after I bought them on the original warranty. She was nice and all but said there "was nothing FJ could do".

They returned my shoes having done literally nothing. No consideration at all. This even though my receipt clearly showed when I had purchased them.

I now rotate between my Sketchers and FJ's. And yes I will definitely purchase more FJ equipment. But I was definitely disappointed that they really didn't back those clearly defective shoes. In the end I took them to a local shoe repair center and he said he could glue them back but that they could still blow out again. So I stripped the spikes out of them, tossed them out, and bought another pair of a different model.

In their defense, BTW, it had been raining A LOT and I leave my shoes in the garage after each round. Not sure if putting them out in the hot garage a little damp might have had anything to do but I now keep my shoes inside. And in addition over the years I have owned several pairs of FJ shoes and NEVER had a problem - this was isolated. Just wish they had told me on the phone, based on the info I provided (Serial number and model number) that there would be no warranty. Not sure why they still had me ship them up there.

Well, my project M shoe...what can i say.. one of the best shoes ever...BUT. when it gets a little damp..it emits a foul foul smell. It's the material. I bought two of them and both had the same issue. I sent it off to FootJoy and after a call with them i am told they are sending my shoes back to me. They are questioning how the shoe was used...lol. ... used to wrestle in cow dung i guess. Ridiculous. i am sure they won't miss me... last time ever buying a footjoy product

Do footjoy shoes run big? I have a pair of project m shoes that seem to run at least a full size too big.

Do footjoy shoes run big? I have a pair of project m shoes that seem to run at least a full size too big.

For me they have through the years. I usually go down 1 size from my sneakers.

Do footjoy shoes run big? I have a pair of project m shoes that seem to run at least a full size too big.

Best shoes I have owned. I have a pair of Ecco's and they are nice but not for nearly twice the amount as some of the FJ's. Only thing I have personally come close to is a pair of Puma Cell's I still have.

Im sending my Hyperflex off to them today after the waterproofing failed. I really hope the replace them as the STINK and I will never wear them again.

Had an issue with a shoe last year, they took care of the problem and were great to deal with

They have a loyal customer in me for how they dealt with it