Titleist Customer Service Issues?

[CannonAtShort23]

Hey guys,

Not usually one to complain but this one ticks me off. I ordered a hat from Titleist and was sent the wrong color. Not a big deal. However, I called customer service and was told they don't do exchanges, but I could return the hat and order the "Right" color again or I could keep the wrong color at a 30% discount. I decided to send it back and order the right color. As I went back to re-order, I came to find the color I had wanted was now sold out. I called them back to tell them this and was told that there was nothing they could do and that color wouldn't be restocked until mid summer or possibly ever. I then asked if I could just use that 30% off discount on a new color due to the fact it was their mix up and now I could not get the color I had ordered originally and wanted and was told no they couldn't offer that to me. What kind of bull** service is that?! You mess up my order, can't fix my order, and now I can't get the same exact discount you JUST offered me because I don't want the wrong color you sent me?

Has anyone else had any issues with ordering directly from Titleist?

[BogeyParBogey]

I ordered a custom set of irons and wedges a couple years ago. My particular order did not have anything go wrong so I can't comment on resolving issues.

I can understand your frustration though.

Dave

[swgolf12]

Titleist is a big company, and as these big companies go direct to the consumer, they're going to lose that bit of customer service touch that you get from your local retailer. Your local retailer has more skin in the game because a few negative reviews about them can lead to a 10% loss in sales in a year and that actually hurts their bottom line, where as corporate Titleist isn't worried about the individual deals, they're worried about the volume. They're only selling direct because other brands forced their hands, and they want to make that extra margin. Support your local shops that can order anything Titleist sells and you'll get that customer service you're looking for.

[mackepa]

I'm not surprised to be honest. Titleist makes some great product but their customer service isn't up to par with companies like Callaway and Ping. I've had a similar experience with Titleist about 6 years ago and I went full blown petty mode and sold all 14 of my titleist sticks and bag and haven't bought anything from them since.

 

again, your experience may vary but i'm not fond of how they approach their customer relations.

[jli2636]

Did you check to see if the color you originally ordered was still in stock before returning the wrong one? I feel like they gave reasonable options personally. More and more places don’t do exchanges on e-commerce unless there is a brick and mortar store that you can physically take it into due to the ever fluctuating inventory.

 

[dcfball88]

Just curious who doesn’t do exchanges?

[SubaruWRX]

They should have just honored the 30% off a freaking hat. It’s a tiny savings on a hat to make a happy customer. And hopefully a repeat, loyal customer.

[jli2636]

Budget Golf, pretty sure global doesn’t either.

[straightshot7]

Well there's a big difference between an exchange where the customer ordered the wrong size, etc. And when the company sends the wrong product!

If Titleist really sent the wrong product and it was their mistake, they should have done whatever necessary to make it right. That's not a normal situation or normal exchange.

[GoIrish17]

To the point that it makes me feel like this story is missing details. It’s hard to believe that Titleist would send the wrong thing and not correct it, unless he caught a rogue CS rep who just didn’t give a F. Even if they have the worst customer service ever, I find it hard to believe that this story as told is S.O.P. at Titleist.

[straightshot7]

Yes, I agree. Maybe it was a bad service rep. If he asked to talk to a supervisor they would probably fix it.

I used to sell golf equipment online and in this case I would probably refund the order and let them keep the hat. If I didn't have the hat he wanted in stock to send him (otherwise just send that at no charge obviously). Or offer them a credit to order a new hat at no charge.

No ecommerce store should really be sending out the wrong color/item very often. That's a clear screw up and it's okay to go above and beyond to fix that IMO even if it hurts the bottom line a little bit.

If it's a more expensive item obviously that's a different protocol. But for an item under $50, that probably only costs Titleist $5-$20...just make the customer feel good in that case.

[CDM]

I honestly had nothing but issues with Titleist customer service on a set of irons I ordered from them. I stayed away from them for years because of it.

I was struggling with some AP2 irons I ordered, in the end it was the shafts were all over the board on flex/frequency. I ordered them with specific specs and after having them checked 3 of them were WAY out of spec. Frequency was almost a half/full spec soft in 2 and the other was pushing one spec to stiff.

The one good thing, I was fitted by a Titleist premier fitter locally and they ordered them for me. IT was actually the fitter who tested them for me, after a few rounds I noted something did not seem right. Needless to say it was a nightmare getting them corrected and this was going through the Titleist fitter. I will say the fitter was top notch and did everything he could to hlep, so much so I bought a TS3 from them last year. Corporate was nothing but BS, left a VERY bad taste for Titleist that took time to get over.

It sure came across that once they had the money, they could care less.

[CannonAtShort23]

I did not send the hat back before I checked the right color's inventory. I just made the decision I was going to send it back before I looked.

[CannonAtShort23]

Here is the hat I ordered, and the one I received. I understand black and navy look somewhat similar but it's pretty obvious it's not the right color. Also, I did talk to a supervisor. He told me the same thing as the original person I talked to, they could not offer me any discount or fix the order since the black/white would not be restocked until at least June.

[GoIrish17]

That's some crap then man, I'd be upset too. It sure would turn me off to Titleist if it happened to me. Bummer.

[GoIrish17]

Bet you get a free bowl of soup with that hat. Oh, it looks good on you though.