Being left in limbo with GGE / TollBros ?

On Monday October 14th I communicated with Toll Brothers and ordered an Aldila Rogue White shaft from him. He quoted me 2 days air transport and I sent the paypal payment immediately.. The next day on Tuesday evening I asked if he could provide a tracking number and he never replied. I sent him an additional follow up 24 hours later and once again no reply. Yesterday morning I sent an email to his boss Keith at Green Grass evaluations and yup , no reply either.

I am super pissed at this complete lack of communication and it does not look like I will have the shaft for my weekend tourney .

This is my first time dong business with theses guys and really would like to know what is going on and what my next step should be.

Any and all feedback appreciated.

I did business with them a few months ago, wasnt provided tracking information but I was patient and in about 4 days I got the head I ordered. Not sure if this helps but just my experience

They got me my shaft after sending it to the incorrect person and having us swap (they did cover shipping for the mistake), very little communication and lots of "we're busy testing and my builder is backed up". Got my shaft in the end but steered clear ever since. It sounds like the majority of their orders are handled very smoothly though.

Have you reached out to Ed, or only JT & Keith? Here's a snippet from the GGE thread about policies/procedures: **_"Please do NOT email or PM TollBros aka JT for shipping or post order information. Ed is your guy on that. [email protected]. JT does not handle anything post order and does not have access to shipping information. Please be patient with Ed on responses, as he will generally get back with you personally in 24-48 hours due to the sheer volume of his work load."_**

It's tough to blast a seller for being "left in limbo" when it's only been **a little over 2 business days** since submitting payment. If think the benefit of the doubt is deserved here, especially considering they are a GolfWRX sponsor (and not a 3 feedback eBay seller, etc.).

In this day and age with how advanced e-commerce is the inability to properly ship a customer an item and communicate properly is ridiculous.

It's pretty easy to integrate all payments/orders with a platform like ShipStation and tracking numbers are sent out automatically (assuming customer provides an email address).

Maybe they have reasons not to, but for their own good they should set that up.

Very poor communication from this seller, as they say they are always busy. But in the end I received exactly what I ordered. Lesson learned, some sellers don't think that providing a tracking number is critical to customer service. Which in my opinion is the wrong way to do business. But like I stated earlier I received what I ordered and they sell tour equipment so if you want something special you might have to go their route.

Thanks for the info guys......Im not blasting anyone ALEXDUB , just frustrated and would like communication at least acknowledging that my query has been received and some sort of update or tracking number on my order ......Pretty standard stuff if you ask me.

> @third-times-a-charm said:

> In this day and age with how advanced e-commerce is the inability to properly ship a customer an item and communicate properly is ridiculous.

As is the expectation that small locally owned boutique businesses are supposed to function like billion dollar logistics companies. They serve a very niche market and obviously run a lean shop, so in this case they are literally working instead of wasting time to address worry wart type customers

> @Krt22 said:

> > @third-times-a-charm said:

> > In this day and age with how advanced e-commerce is the inability to properly ship a customer an item and communicate properly is ridiculous.

>

> As is the expectation that small locally owned boutique businesses are supposed to function like billion dollar logistics companies. They serve a very niche market and obviously run a lean shop, so in this case they are literally working instead of wasting time to address worry wart type customers

Oh please, this has nothing to do with expecting a 'small business' to be run like Amazon. I really dont think you know how modern ecommerce systems work. Order intake, label printing, communicating to the customer along the way, etc is almost 90% automated now - with the proper system. All the 'business' has to do is recognize the order and package the item and drop it off for the most part.

And these 'systems' are like $50 a month, not some million dollar operation. Shopify is a good example.

if they cannot provide their products and/or services in a timely and proper manner they need to either clearly state upfront their timelines with customers and set expectations, or just not offer them.

Half-assing something like shipping out products is a great way to ruin a business.

I do not agree, and they are not really your traditional modern eCommerce company. As their name implies, they are a green grass shop with a small online presence, they don't even have a functional website. Their communication isn't like amazon, but they delivery unique/boutique products that very few others can. The reality is modern consumers are just incredibly impatient.

> @alexdub said:

> Have you reached out to Ed, or only JT & Keith? Here's a snippet from the GGE thread about policies/procedures: **_"Please do NOT email or PM TollBros aka JT for shipping or post order information. Ed is your guy on that. [email protected]. JT does not handle anything post order and does not have access to shipping information. Please be patient with Ed on responses, as he will generally get back with you personally in 24-48 hours due to the sheer volume of his work load."_**

>

> It's tough to blast a seller for being "left in limbo" when it's only been **a little over 2 business days** since submitting payment. If think the benefit of the doubt is deserved here, especially considering they are a GolfWRX sponsor (and not a 3 feedback eBay seller, etc.).

I mean it's easy to say that but I'm sure the communication was flawless before the sale. That shouldn't stop just because a sale is made and someone doesn't handle shipping. That's amateur hour 101.

> @Krt22 said:

> > @third-times-a-charm said:

> > In this day and age with how advanced e-commerce is the inability to properly ship a customer an item and communicate properly is ridiculous.

>

> As is the expectation that small locally owned boutique businesses are supposed to function like billion dollar logistics companies. They serve a very niche market and obviously run a lean shop, so in this case they are literally working instead of wasting time to address worry wart type customers

I provide better customer service on my eBay listings and I have a real job managing a mortgage company during the day. There's literally 0 excuse for poor communication other than you don't care.

Had I sold something on eBay or anywhere I would do a better communicating than this .... I have a full time job , 3 kids and a golf swing that requires a ton of attention ?

Still no club , no communication .... surprising as he was really great answering questions when I wanted to buy .

> @lifemisspent said:

> Still no club , no communication .... surprising as he was really great answering questions when I wanted to buy .

How dare you expect them to be like a billion dollar company!!!!!

> @Krt22 said:

> I do not agree, and they are not really your traditional modern eCommerce company. As their name implies, they are a green grass shop with a small online presence, they don't even have a functional website. Their communication isn't like amazon, but they delivery unique/boutique products that very few others can. The reality is modern consumers are just incredibly impatient.

Than they should set expectations with their customers to plan for delays and etc - and not tout 2-day delivery times - or stop offering to do business online until they can handle it.

A line on their 'non functioning website' in the header saying "We're a small shop and we normally ship items out in 2-3 days with 2-3 day shipping times VIA USPS and tracking will be automatically sent by USPS" takes less than 5 minutes to add and will let customers know ahead of time.

> @Krt22 said:

> I do not agree, and they are not really your traditional modern eCommerce company. As their name implies, they are a green grass shop with a small online presence, they don't even have a functional website. Their communication isn't like amazon, but they delivery unique/boutique products that very few others can. The reality is modern consumers are just incredibly impatient.

So if a customer is quoted a price for a 2 day delivery time , then the item is not received ,and the seller fails to communicate..... your view is that the buyer is to blame for being impatient ? Good god man I hope you don’t work in a field where you have interactions with customers .

> @swgolf12 said:

> I mean it's easy to say that but I'm sure the communication was flawless before the sale. That shouldn't stop just because a sale is made and someone doesn't handle shipping. That's amateur hour 101.

Not saying that the drop in communication isn't amateur. I actually think that GGE's behavior with the OP is super amateur. And so do other people, OP included. There's a mountain of content in the GGE thread showing how amateur they have been with other GolfWRX customers. All I'm saying is that it's also a little amateurish to air out a business in a public forum before the issue is ripe.

If they were just honest that communication suffers because they are a green grass shop, but they charge ultra premium prices and always give the customer the impression they are too busy to handle them unless it's the selling aspect of their business. They get rare and tour only products and build them well, but could definitely improve as with almost every business. In their case with very little investment and effort they could automatically get shipping updates to customers, not really asking them to be Amazon, only to give a marginal amount of effort after the sale is closed.

> @lifemisspent said:

> > @Krt22 said:

> > I do not agree, and they are not really your traditional modern eCommerce company. As their name implies, they are a green grass shop with a small online presence, they don't even have a functional website. Their communication isn't like amazon, but they delivery unique/boutique products that very few others can. The reality is modern consumers are just incredibly impatient.

>

> So if a customer is quoted a price for a 2 day delivery time , then the item is not received ,and the seller fails to communicate..... your view is that the buyer is to blame for being impatient . Good god man I hope you don’t work in a field where you have to interactions with customers .

I thank my lucky stars I don't, I would be fired within a few weeks lol

> @lifemisspent said:

> > @Krt22 said:

> > I do not agree, and they are not really your traditional modern eCommerce company. As their name implies, they are a green grass shop with a small online presence, they don't even have a functional website. Their communication isn't like amazon, but they delivery unique/boutique products that very few others can. The reality is modern consumers are just incredibly impatient.

>

> So if a customer is quoted a price for a 2 day delivery time , then the item is not received ,and the seller fails to communicate..... your view is that the buyer is to blame for being impatient . Good god man I hope you don’t work in a field where you have to interactions with customers .

Did he quote 2 days delivery or did he quote using 2 day air? Did you order a raw shaft or was it be gripped/tipped?

> @Krt22 said:

> > @lifemisspent said:

> > > @Krt22 said:

> > > I do not agree, and they are not really your traditional modern eCommerce company. As their name implies, they are a green grass shop with a small online presence, they don't even have a functional website. Their communication isn't like amazon, but they delivery unique/boutique products that very few others can. The reality is modern consumers are just incredibly impatient.

> >

> > So if a customer is quoted a price for a 2 day delivery time , then the item is not received ,and the seller fails to communicate..... your view is that the buyer is to blame for being impatient . Good god man I hope you don’t work in a field where you have to interactions with customers .

>

> Did he quote 2 days delivery or did he quote using 2 day air? Did you order a raw shaft or was it be gripped/tipped?

You are missing the entire point, from good communication to zip once the sale was done......Thats the issue, not following up or answering my questions, I am sorry this has been lost on you.

I did get a response from Toll Bros, will work with him one on on to get this resolved. Thanks for all the forum feedback, will post a follow up once I get the shaft.

> @lifemisspent said:

> > @Krt22 said:

> > > @lifemisspent said:

> > > > @Krt22 said:

> > > > I do not agree, and they are not really your traditional modern eCommerce company. As their name implies, they are a green grass shop with a small online presence, they don't even have a functional website. Their communication isn't like amazon, but they delivery unique/boutique products that very few others can. The reality is modern consumers are just incredibly impatient.

> > >

> > > So if a customer is quoted a price for a 2 day delivery time , then the item is not received ,and the seller fails to communicate..... your view is that the buyer is to blame for being impatient . Good god man I hope you don’t work in a field where you have to interactions with customers .

> >

> > Did he quote 2 days delivery or did he quote using 2 day air? Did you order a raw shaft or was it be gripped/tipped?

>

> You are missing the entire point, from good communication to zip once the sale was done......Thats the issue, not following up or answering my questions, I am sorry this has been lost on you.

>

>

Not at all, just trying to get the story before I break out the pitch fork like everyone else. They specifically says NOT to PM TollBros for post deal follow ups. It's unorthodox, it's not the best, but they spell it out for ya before hand so I am curious where the shock comes from. If you don't like it, I'm not sure why you wouldn't just take your business elsewhere.

It’s quite easy for the seller to communicate and say “I’m not sure what’s going on, but let me look into it and have someone follow up with you”.

Won’t be ordering anything from these guys heard a lot of brutal experiences.

> @Krt22 said:

> > @lifemisspent said:

> > > @Krt22 said:

> > > > @lifemisspent said:

> > > > > @Krt22 said:

> > > > > I do not agree, and they are not really your traditional modern eCommerce company. As their name implies, they are a green grass shop with a small online presence, they don't even have a functional website. Their communication isn't like amazon, but they delivery unique/boutique products that very few others can. The reality is modern consumers are just incredibly impatient.

> > > >

> > > > So if a customer is quoted a price for a 2 day delivery time , then the item is not received ,and the seller fails to communicate..... your view is that the buyer is to blame for being impatient . Good god man I hope you don’t work in a field where you have to interactions with customers .

> > >

> > > Did he quote 2 days delivery or did he quote using 2 day air? Did you order a raw shaft or was it be gripped/tipped?

> >

> > You are missing the entire point, from good communication to zip once the sale was done......Thats the issue, not following up or answering my questions, I am sorry this has been lost on you.

> >

> >

>

> Not at all, just trying to get the story before I break out the pitch fork like everyone else. They specifically says NOT to PM TollBros for post deal follow ups. It's unorthodox, it's not the best, but they spell it out for ya before hand so I am curious where the shock comes from. If you don't like it, I'm not sure why you wouldn't just take your business elsewhere.

I think the overall consensus is the lack of communication and to further his point, confusion on shipping timeframe. The caveat of “we are a small shop” or “don’t email us post order”, etc...etc... is crap. So I would agree, I wouldn’t even consider doing business with them. I’d go elsewhere.

So lets digest that for a second...us WRX’ers hold BST sellers to a standard and if seller was unresponsive (which happens form time to time), we would notify the field right?!? What makes this worse is, they are a “sponsor”. This isn’t the first time I’ve read about issues with them. I find it very convenient that every time a post like this comes out, a response is then provided.

I think we are all just looking for some accountability. That is all.

- KC

> @lipw87 said:

> It’s quite easy for the seller to communicate and say “I’m not sure what’s going on, but let me look into it and have someone follow up with you”.

This

> @Krt22 said:

> > @lifemisspent said:

> > > @Krt22 said:

> > > > @lifemisspent said:

> > > > > @Krt22 said:

> > > > > I do not agree, and they are not really your traditional modern eCommerce company. As their name implies, they are a green grass shop with a small online presence, they don't even have a functional website. Their communication isn't like amazon, but they delivery unique/boutique products that very few others can. The reality is modern consumers are just incredibly impatient.

> > > >

> > > > So if a customer is quoted a price for a 2 day delivery time , then the item is not received ,and the seller fails to communicate..... your view is that the buyer is to blame for being impatient . Good god man I hope you don’t work in a field where you have to interactions with customers .

> > >

> > > Did he quote 2 days delivery or did he quote using 2 day air? Did you order a raw shaft or was it be gripped/tipped?

> >

> > You are missing the entire point, from good communication to zip once the sale was done......Thats the issue, not following up or answering my questions, I am sorry this has been lost on you.

> >

> >

>

> Not at all, just trying to get the story before I break out the pitch fork like everyone else. They specifically says NOT to PM TollBros for post deal follow ups. It's unorthodox, it's not the best, but they spell it out for ya before hand so I am curious where the shock comes from. If you don't like it, I'm not sure why you wouldn't just take your business elsewhere.

I have always done business with Will at TPC and the guy is an absolute machine. For this particular item , I needed to go to Toll ( GGE ) . Was my first time using them.

> @Krt22 said:

> > @lifemisspent said:

> > > @Krt22 said:

> > > > @lifemisspent said:

> > > > > @Krt22 said:

> > > > > I do not agree, and they are not really your traditional modern eCommerce company. As their name implies, they are a green grass shop with a small online presence, they don't even have a functional website. Their communication isn't like amazon, but they delivery unique/boutique products that very few others can. The reality is modern consumers are just incredibly impatient.

> > > >

> > > > So if a customer is quoted a price for a 2 day delivery time , then the item is not received ,and the seller fails to communicate..... your view is that the buyer is to blame for being impatient . Good god man I hope you don’t work in a field where you have to interactions with customers .

> > >

> > > Did he quote 2 days delivery or did he quote using 2 day air? Did you order a raw shaft or was it be gripped/tipped?

> >

> > You are missing the entire point, from good communication to zip once the sale was done......Thats the issue, not following up or answering my questions, I am sorry this has been lost on you.

> >

> >

>

> Not at all, just trying to get the story before I break out the pitch fork like everyone else. They specifically says NOT to PM TollBros for post deal follow ups. It's unorthodox, it's not the best, but they spell it out for ya before hand so I am curious where the shock comes from. If you don't like it, I'm not sure why you wouldn't just take your business elsewhere.

Maybe Tollbros shouldn't be allowed to finalize transactions?