PXG Order Time

[tjfarris127]

I ordered at the end of April...

[Jsellers23]

Well, I finally got some honest answers from them. The director of CS told me two weeks ago it would be 2 weeks at the latest and NOTHING I ordered was backordered at any point.

 

Supervisor called me today and told me that the 5,6,7 iron heads have been backordered for a while and they will be restarting 0211 builds this weekend, with mine HOPEFULLY being built next week. She is is first rep I have talked to there that didn’t seem to BS me to try to save the sale. I was going to cancel, but due to her honesty and straightforwardness, I will wait it out for a little bit longer.

[dcmidnight]

Has anyone that ordered a Gen2 driver in late April/early may seen anything yet?

[eRod v1.0]

Yes. I ordered an X on 5/1 with Ventus Blue. I already had an order in on 4/27, and my fitter asked for my orders to be combined to save on shipping. I confirmed that they were combined with PXG. My 4/27 order is shipping today, final inspection/tracking assigned. My 5/1 order, which is the driver, still shows as "order received". Although the orders were combined, the orders onine never reflected it. So who knows.

Edit: second order was indeed combined with my first. Driver order has shipped with same tracking number as first order.

[ChaosTheory]

Today I opened a dispute of the PXG charge with my credit card company. I'm a patient guy but this is krap.

[GolfChicago91]

Anyone else having crazy long wait times to hear back from cust service? My proto driver arrived with a chip. Rep on the phone said to send an email. That was over a month ago. Zero response. Twitter/FB messages have claimed "will follow up shortly" but nothing except a rep emailing asking the issue two weeks ago, then not responding to that. I get COVID is causing issues but if I want to buy something they'll take my money in a few minutes. Very disappointing.

[ajlacombe]

I have emailed customer service a number of times and I have never heard anything back on any of the emails. I have only heard back from the fitter that I dealt with. I had asked about the lack of size charts for their clothing - I do not want to spend a ton on a shirt and not have any idea if it will fit or not. Not answering the size chart question was amazing since I am essentially saying "I want to spend some money, can you help me" then crickets :) They definitely are having issues with some very simple stuff, the most basic thing is keeping your customers informed with honest responses.

[Ruleschamp]

Finally shows Items in Assembly now, 6/10.

 

Ordered 5/10. Original Estimated Build Start 5/25. Then moved to 6/9. Then moved to 6/19. The backed up to 6/9 again. Then backed up to 5/30. Finally went to Assembly 6/10.

 

Edited to add: 3 wood ordered same day 5/10. Original Estimated Build 5/21. Then moved to 6/5. Then moved to 6/20. Now moved back to 6/10. No note that it is in Assembly today so it will be interesting to see how long this one ping pongs around.

I will not be ordering any products including clubs, bags or soft goods from PXG any longer, even though I've loved all 3 versions of the irons, Gen 1 & 2 hybrids and Gen 1 fairways. I will go back to more reliable sources of customer service going forward.

[Ruleschamp]

The whole basis of PXG selling at a much higher price point than anyone else is their belief in 'the "PXG Experience," which is largely based on customer service and quality. It's the business model of most high end retailers, whether in clothing, electronics, sports equipment or anything else. PXG meets the quality standard. It has suddenly fallen WAY SHORT on the customer service side. And the "unprecedented times" excuse is wearing thin. They could have easily stopped the sale two months ago until they caught up. They chose to continue making the issue worse with additional extensions on the sale. It was all very controllable after a point, and PXG chose to ignore that point and ignore the ramifications of poor customer service. It will be interesting to see if this comes back to bite them in the ass in the long run , IF there is an intention of a long run on their part.

That's not the same business model as Ping, which explains why the fire and brimstone isn't as heavy in that thread.

[Jsellers23]

What irons did you order? I ordered 5/7 and they have been in assembly for over 3 weeks. I’ve never owned anything PXG and was (am) pumped to get them, but this whole experience has definitely turned me off of them. The clubs gonna have to blow me out of the water to make it worth it.

[Ruleschamp]

I didn't order irons, which is what makes this whole experience even more disconcerting. I ordered 2 basic Gen 2 drivers (one for me; one for my son; we cancelled his and he moved to another brand) with the exact shafts and grips offered at the website. No special instructions or orders. I also ordered a Gen2 3 wood. Same -- no special order instructions. You basically take the shaft. Cut to length. Pick up the adapter. Insert epoxy. Slap on a grip. Insert into an already made head. Check the completion sheet and ship. Not that difficult. When I called the first time, they confirmed the exact shafts and heads were in stock and not on backorder. I may have been more lenient in my assessment IF it had been irons or if I had provided aftermarket shafts with specs that they would need to special order. Or had really specific additional modifications.

[Jsellers23]

Yeah I agree with this. I have no problem with waiting. If I would have been told 8 weeks when I ordered, I would still have ordered but would have kept my irons (which I sold due to being promised 4 weeks at most). Instead I have been told they are done and shipping multiple times, have been told 2 more weeks, followed by being told 2 more weeks. It is absurd. Hasn’t anyone heard of under promise and over deliver?

[dcmidnight]

Hasn’t anyone heard of under promise and over deliver?

Agree with your whole post, would have been OK if they told me up front or would have been OK if they stopped the sale after a while and said hey we are really backordered here and cant staff the line properly. Instead they plowed ahead, heck the Gen 2 drivers are still on sale.

[Larz979]

Just got off the phone with PXG. Placed order on 5-18 for a full set of Gen 2 irons with custom loft, lie, length. Has showed "In assembly for about 20 days. The rep I talked to said that they are scheduled to ship out in the next day or 2.

Fingers crossed

[ajlacombe]

Man - this made me laugh. Isn't that a "The Check is in the Mail" blow off. Its shown in assembly for 20 days and is scheduled to ship in the next day or 2? Seriously? Not sure who said it, but that is crap. They have heads that are picked for your set, along with irons. The ferrules and grips have to be nearby. They dial up the specs, cu the shafts to length, epoxy them in, adjust loft/lie, grip them and ship, A couple more days? On top of 20 already? Geez. Mine went into Assembly and shipped that same day. They were ½" longer and a couple loft changes. Again, they are not being truthful with everyone. Why is that the default action? All that does is piss people off.

If it goes another week you will be pissed. If they told you we are waiting on grip tape solvent it will be a week, and they ship it 5 days you would be thrilled. Honesty is the best policy. This sucks. I have two more orders yet to be filled and I hope they get their act together soon. I have to guess that the CS Reps are being told to string people along which makes it worse.

[Jsellers23]

Based on my experience I wouldn’t hold your breath. Ordered on 5/7. Been in assembly for 23 days now. Have been told they were scheduled to ship out, then to be told a week later that they will be ready in 2 weeks. And now 2 weeks later I was told could be another 2 weeks.

Hope you got the truth though!

[jasonTeI3]

Ordered my GEN two driver on May 7. Spoke with somebody from PXG yesterday who told me it would probably be two more weeks. Just got an email saying it shipped today. Crazy!

[ajlacombe]

This is kind of like a rodeo - it seems that none of them have a clue what is going on. I was under the impression that when the website showed it was in assembly, it meant a club builder had your stuff on their table and they were building it. Do they have people staying at the same table looking at clubs for weeks? :) It would be nice really hear WTF is going on at PXG and why they appear to not be telling the truth.

[Jsellers23]

Glad to know someone is getting their stuff ?

[JAM01]

I would cancel my 4/27 0211 order if I knew they would credit me back promptly. I see a few posts indicating a 30 day wait?

[Jsellers23]

You ordered 4/27 and still don’t have them? I ordered 5/7 ??‍♂️

 

what doesn’t make sense is that in another discussion a guy said he ordered 5-P 0211 on May 14 and already has them.

[happygolfer]

I guess I was lucky, I canceled an order on 6/1 and I was credited 4 days later.

 

[JAM01]

Yes, I called once about 10 days ago and was told all late April orders would be delivered by 6-15, which I knew was a lie to buy time. I won’t purchase PXG stuff again, if I ever get these I might just sell them I played. P790s are working for me at this point.

[JAM01]

Jsellers23 - send me some Powerball numbers, as soon as replied to you I got a shipped notice and checked the website and it says shipped.

[Jsellers23]

D@mn you....uh I mean, that’s awesome! ?

[dcmidnight]

I tried to cancel from DD today but they said that is had already shipped from PXG to them. Whether or not it actually has shipped - we'll find out soon enough.

[ajlacombe]

Here is an update on the black boxes. I got my first reply to an email to their CS. They responded and said that they are reviewing all of their packaging and seeing how they can become more eco-friendly. As part of that process "Some" shipments are being sent in more standard packaging. They also said that the pricing for the shipments is based solely on the weight and insurance cost and not the box itself.

Hmm - that box is heavier and if I order 3 fairways and a hybrid I am getting hit fro the same cost as 1, if they are in the same order - but whatever :) It would be nice to find that out from teh website and not when you got a regular box - kind of like getting an iPhone in a basic box. It's stupid but that would matter to me.

 

[JAM01]

Thanks for this. I have a 5 pound box coming standard Fed Ex shipping. If it’s a brown box I plan to send an email for a partial shipping refund.

[ajlacombe]

Well, I just got my 0311P Gen 2 Irons and I am NOT having that Black Box Feeling :( I got this instead. Now not getting a black box is one thing, but I should have taken a picture of the inside of the box before pulling the clubs out. They were not badly packed but if you ave seen a BB with the foam insert they use, you know that the protection and quality of the BB versus this is different. This box was packed with the clubs along the perimeter and that brown paper in the middle pushing all of the shafts to the edge. Heads were wrapped in bubble wrap - that all works, but if there is any box strike - the shafts are sitting against the cardboard and can be damaged.

Count me as disappointed in this - I expect more out of a company like PXG. They easily could have gone a bit farther in the packaging for the money and expectations. They did arrive safely and I will need to forget about this for now. I still have a FW and a hybrid coming - wondering how the graphite shafts will be packaged in those boxes. At least it was not the same as some who just put a club in a box with nothing :)

[seslwr1]

Wow! I’ve purchased new $300 set of irons that had foam inserts when shipped. I have to believe that PXG’s recent demand has outpaced their box and foam manufacturer’s supply. Well, with the overall money saved by the recent discount, you can buy a black box on eBay for $30 and still be well ahead of the game.