PXG = Bad customer service.

[molecularman]

Not sure where to post this.

This is my first and last experience with PXG.

I bought a few of their face masks on the 19th. Figured they looked nice, supported a good cause, why not. They were supposed to ship out the 30th. I never got an update, so I mentioned it on twitter. They said they were shipping out currently. The next day I sent an email with my order number. 2 days later they responded and said the masks are back-ordered and they will ship out soon. So I called and found out they aren't going to be shipped until the middle of May.

Just terrible communication.

[GoGoErky]

How is that bad communication? They responded to you each time you reached out. Shipping delays and supply chain issues are pretty normal right now for any product.

iirc their website stayed estimated to ship on 4/30 which is a reason I don’t buy one. I had some from other places that were coming soon. Estimation is just that

[molecularman]

It's bad communication because they offered no update without my prompting, and still never fully told me what was going on until I called today.

 

The shipping estimate was accurate, as they shipped out the first batch. They allowed too many initial orders and didn't have enough to ship out, which is where I fall. Rather than telling those people, they left me (them) in the dark.

 

The website now says they might ship out the 19th of May, again, not mentioned at all.

[Hawkeye77]

So glad I'm married and don't have to rely on Bob Parsons for my personal safety - like having Betsy Ross! Customer service can often be spectacular.

[caniac6]

I believe I'd cut every customer service department a little slack under current conditions.

[molecularman]

Lol, nice!

[Philomathesq]

I’m more on OP’s side here, especially given the facts as presented. If OP was informed by customer service after April 30 that masks were currently shipping, that was bad info with regard to his order. Either customer service was unaware that they had too many orders/not enough masks or customer service knew they were oversold but did not clarify that; either way, neither situation is good customer service.

While I understand our current times do call for some leniency, I also believe it is pretty easy for PXG customer service to send out an email to those who have ordered explaining the situation, as they clearly knew this was going to be an issue. For better or worse, PXG markets itself in such a way that causes customers to expect great customer service. As a result of such marketing, it should be prepared to deliver.

 

[molecularman]

Thanks. You aren't half bad for a Michigan fan :)

On twitter they only mentioned that the orders were shipping out, nothing about back-orders. In the email they said it would be shipping out soon. Once I called, they finally told me my order wasn't shipping for a few weeks. A simple email on the 4th letting everyone know the status would have been all that was needed.

Anyway, it's not a huge deal, I was/am just a little frustrated, probably more compounded by being in semi lockdown with two kids under 6, lol.

 

[nsxguy]

 

You emailed them on May 4th, went to twitter the very next day and now, another day later, are here crying about it.

As I recall PXG is very committed to servicemen, offering military discounts, etc. And they're giving 50% of the proceeds to Team Rubicon, another company helping out the military.

And your masks are a little bit late ? And in a pandemic you're upset they didn't answer your email(s ?) quickly enough ?

Wow, just wow,,,,,,,,,,,,,,,,,

[molecularman]

No. I sent them a tweet on the 1st asking if there was an update on shipping. They replied back stating they had begun shipping the 30th.

 

I noticed another person had the same issue and I asked again on twitter. I emailed on the 4th, having not heard anything more about shipping. They emailed me back on the 6th (today) stating mine was backordered, but would be shipping soon. So I called and found out they wouldn't ship for several more weeks.

Not sure why you got your undies in such a bunch.

 

 

[nsxguy]

MY undies in a bunch ? Now that's just good comedy !

You're the one who came here whining,,,,,,, after not getting communications on a timely enough basis. LOL

I guess twitter lost your May 1st tweet. Whatever. Stuff happens. ¯\_(ツ)_/¯

 

[molecularman]

They responded to my tweet, as I clearly stated.

 

 

 

[shoot4par]

The irony of this situation is hilarious. PXG is a golf equipment manufacturer and the customer service issue is regarding PPE.

[ChaosTheory]

I’ve sent a couple of emails regarding an order, and it takes several days to get a reply. I’m not entirely happy about it because it involves an address change. But I’m trying to cut them slack given the extraordinary circumstances.

[double or triple?]

What does offering a discount on their product have to do with taking money from a customer and not keeping them informed of their purchase?

[ckay]

It is reasonable to feel the way you do. It sucks. I think we all just need to take a breather and have a little bit of patience. Companies are short staffed and those that are working are trying their best.

[JackpotJohnny]

I am curious how this is your first experience with PXG, and you decided to buy of all things, a mask.

Can you talk more about that please and thank you.

[CCUgolfer23]

so you tweeted at them on May 1st because you didn’t receive a confirmation on April 30th?! That was a little soon to get concerned don’t ya think? Back orders happen, I’m sure PXG didn’t think they’d sell THAT many masks, so later orders probably didn’t get made if they were forced to shut down. This seems like a big fuss over nothing IMO

[sharkiesj]

Be long-suffering, patient, and slow to anger, grasshopper. For the measure you use to judge people, will be the same used against you.

 

[jeffrey r]

Why not call them? Their CS reps are available 7 days a week. I’ve spoken with them several times, never had to wait too long to reach them, and they are very helpful. Pick up the phone...

[molecularman]

 

I'd assume there are a lot of people that haven't had any experience with PXG. They are a niche brand.

 

Someone posted about the masks here on this forum. Initially I thought it was silly. However, after looking for other masks, it seemed like a decent deal and I figured they'd likely be a bit higher quality.

[molecularman]

Not so much because I didn't receive a confirmation, I was simply curious if they had an update. The estimated shipping date was April 30th. So clearly not set in stone, and things can happen that would delay them getting the masks. It seems perfectly reasonable to ask if they had begun shipping out, or if there was a delay. However, they responded and said they had begun shipping masks out on the 30th. No mention about back-orders.

 

When I hadn't received any notification by the afternoon of the 4th, that's when I began to worry. They apparently updated the website on the 4th stating that the new orders are estimated to ship out on the 19th of May. Yet, they couldn't update those that ordered on the first round and tell us that our orders would fall into that group now? Really, that's all I was asking for, a clear update with my order. I'm just flabbergasted that the folks here are taking issue with that.

[ckay]

Maybe they were waiting on the information from their order fulfillment center whether in-house or third party to know which orders were filled and which weren’t?

We understand your frustrations but we are talking about a mask. A novelty mask at that. We aren’t talking about insulin for a diabetic.

[molecularman]

It doesn't matter what the item was or is.

 

Okay, so let's say that's the case. The website orders went OOS nearly 2 weeks ago. You have two weeks to know how many orders you have vs. how many mask you have to fulfill those orders. Every other company I have dealt with, ever, has sent an email an hour to a few days later informing me that my order wouldn't be filled and canceled the order automatically. Zero excuse for PXG.