TXG Order Issue

[LakerHawk1993]

Has anyone ever ordered something from TXG? I am in the US and purchased a shaft for a driving iron through them. Sent the iron head up to them and they built and shipped club back to me very quickly. However, when I got the club the shaft in it was wrong. I followed up via email, which they provided, and after 2 weeks had to loop in another team. I still have not heard anything from anyone and have sent numerous follow ups.

 

Was just wondering if anyone has had this experience before, or if they know of an alternative way to contact them. It's been super frustrating process after what I thought was going to be a really positive process. They were super helpful with shipping and build but once something was wrong, it has been radio silence.

[third-times-a-charm]

Why would you have a Canadian company do work when you're in the US? They dont do anything better than any other various high end US-based boutique builder. Sounds like a nightmare in the case of needing to ship something back and fourth....which you're now experiencing.

 

Also they were bought out by CC, so this sounds about right for their customer service based on previous posts from other members.

[LakerHawk1993]

They appeared to be the only place that could get me the shaft I was looking for in a reasonable time. Even CC said it was a 3-4 month wait. Lesson learned to not to business with them ever again though.

[dlow206]

what shaft did you buy that is so rare (from an availability perspective)?

[noodle3872]

Try phoning them. Or DM Ian or Mike on IG. I’ve sent both guys messages on IG and got a reply in 24 hours or less. 

[bvanlieu]

Call call call. Email seems to be going the way of the dodo (I feel its unprofessional personally, just a reality of many many people and businesses all over so we adapt). I

 

IG and other social media are read more frequently than email.

 

 I am sure Ian values the reputation his brand has. They have been traveling a bit, and Mikey is the build manager, so let them make it right.

 

 

Edited September 7, 2022 by bvanlieu

[SW20 MR2]

I had a fitting with them and ordered much of my gear from them.  Operationally, I think they are having a lot of trouble keeping up with the growth that they're experiencing.  I live in the local area, and twice they told me that items were ready to pickup only to not having them there when I showed up and also lost one of my Sim2 heads that I sent in for a re-shaft.  They were also slow to respond to emails at times as well.  When I called them, they were always very professional, apologized for my difficulties, and got my issues sorted out to my satisfaction quickly (ie. gave me a brand new Sim2 head). 

 

Would I go back to them in the future? Yes.  This is crazy times in the world, and while things were bumpy, they always worked with me to resolve things.  I think it'll just take them a while to get all of the things sorted out, which isn't unlike many businesses that are trying to grow from a small operation to a bigger one.

[Lord Helmet]

I have nothing to offer here other than I honestly get a chuckle when people refer to them as Mikey and Matty (old guy).  Its hilarious to me.  No offense meant to anyone here - its just something I personally find funny.