GolfWorks - Terrible experience (so far...)

[JessD]

Hello GolfWRXers... I wanted to share my story of my ongoing issue with GolfWorks.

 

I ordered 3 Maltby Pro Series hybrid shafts ($92.59 altogether) on August 7th from GW for a hybrid experiment I'm working on. By Thursday (August 10), I hadn't received any updates on my order, so I found some other shafts through ProClubs and ordered them. I called GW several times and finally got a hold of someone. I tried to cancel but, miraculously, the shafts were going to ship that day. I said that's fine and I asked for an return authorization and they gave me a number. I figure I'd eat the cost of shipping, oh well, not a big deal since I changed my mind.

 

The shafts from GW arrived Saturday, the 12th. I planned on returning them, but since I tinker with clubs a lot, I figured "Hell, I might as well keep them" and try them out. I planned to call Monday and cancel the RA. I opened up the box and, lo-and-behold, 3 completely different shafts than what I had ordered. They sent me 3 GT 65 ultra lightweight iron shafts... So Monday, the 14th, I emailed customer service to get a paper trail going. I sent them a pic of the wrong shafts and a request for a shipping label. No way I'm paying to send back the wrong items. Later that afternoon, they replied and gave me a FedEx label and on the 15th, I dropped it off at my local FedEx place. Tracking then shows it arrived at GolfWorks on the 17th.

 

I emailed GolfWorks on the 22nd and 23rd asking for an update on my return status. Crickets. I understand some returns take a while, but the experience has been less than stellar so far. I just wanted information or at least a confirmation it was being processed.

 

On the 24th, I started a PayPal dispute since I used it to make the purchase. Lo-and-behold, I finally get a response from GW through PayPal later that afternoon: "We just did the return today. We are unable to process the refund for the item until the dispute is resolved. The refund would be for $81.70." I replied again with the picture of the wrong shafts and asked them to explain why I am not getting a full refund since I was sent the wrong items. Haven't heard anything back since my response.

 

I escalated it to PayPal and they opened a case this morning. Hopefully, PayPal can see the info I provided and get to some sort of resolution.

 

Long story short, I wouldn't deal with GolfWorks at all. Horrible communication and customer service. It's a shame because I bought from them before with no issues, but that was a few years ago.

[t4t3r]

The 17th was a Thursday which means you gave them Friday and Monday to inspect your return and provide your refund.

 

2 business days.  

 

Then another day or two and you were already filing a PayPal dispute?

 

My gosh, man.

[dmecca2]

Golfworks has been very good for me and their prices are extremely reasonable. This honestly just sounds like a mess from your end. Sure, they sent you the wrong shafts (which is to be expected from time to time with big retailers), but you barely gave them any time to respond and you sent so many requests that anyone pulling up your file would be confused as to what they're supposed to do.

[MattM97]

Veruca Salt over here with the expectations, man give the companies some time to process your return. Too many people these days expecting Amazon Prime service from every company no matter their size. 

[PJE]

I’ve never had a problem with Golfworks.
Their website Q & A guy , Jim, is also really responsive. 

They messed up your order but it sounds like a confusing situation for them regarding the return.  I’m not sure it’s clear to them it’s a return for a wrong item instead of a change of heart on the buyer’s part? 

[JessD]

1 hour ago, t4t3r said:

The 17th was a Thursday which means you gave them Friday and Monday to inspect your return and provide your refund.

 

2 business days.  

 

Then another day or two and you were already filing a PayPal dispute?

 

My gosh, man.

I wasn’t expecting a refund in 2 business days lol I’m expecting some sort of confirmation or some sort of follow up that didn’t even happen until I got PayPal involved.

 

 

[JessD]

58 minutes ago, MattM97 said:

Veruca Salt over here with the expectations, man give the companies some time to process your return. Too many people these days expecting Amazon Prime service from every company no matter their size. 

This excuse doesn’t fly with me anymore. If they want to compete in online retail, they gotta step it up.

[JessD]

59 minutes ago, PJE said:

I’ve never had a problem with Golfworks.
Their website Q & A guy , Jim, is also really responsive. 

They messed up your order but it sounds like a confusing situation for them regarding the return.  I’m not sure it’s clear to them it’s a return for a wrong item instead of a change of heart on the buyer’s part? 

I don’t understand what’s confusing about shipping an incorrect product. Inventory systems should reflect the error. 
 

I feel like everyone loves defending terrible customer service lol

[Putter Addict]

5 minutes ago, JessD said:

I don’t understand what’s confusing about shipping an incorrect product. Inventory systems should reflect the error. 
 

I feel like everyone loves defending terrible customer service lol

"Terrible" seems a bit strong given the details you provided. Also, they have a phone number on their website. Did you attempt to call them if you were not happy with 2 business days for an email response? Everyone is so quick to rely on email for every communication but sometimes a call is the best avenue. 

[JessD]

18 minutes ago, Putter Addict said:

"Terrible" seems a bit strong given the details you provided. Also, they have a phone number on their website. Did you attempt to call them if you were not happy with 2 business days for an email response? Everyone is so quick to rely on email for every communication but sometimes a call is the best avenue. 

The first time I called them to try and cancel, it took 3 calls and 20 mins waiting to actually speak to someone. When I emailed them after I received the wrong shafts, they responded immediately, so I assumed email would be faster when I followed up with them later.

 

There's another thread on here I found after the fact that confirms the phone line is unreliable.

[Putter Addict]

23 minutes ago, JessD said:

The first time I called them to try and cancel, it took 3 calls and 20 mins waiting to actually speak to someone. When I emailed them after I received the wrong shafts, they responded immediately, so I assumed email would be faster when I followed up with them later.

 

There's another thread on here I found after the fact that confirms the phone line is unreliable.

Gotcha. That is irritating, but 2 business days is sometimes a bit quick for smaller businesses. To your point though, if they also don't answer their phones...

 

Hopefully it gets resolved. Understandable when it's your money, but as stated by others maybe they just need another day or two. Also, servers go down and other tech issues arise that sometimes companies are not even aware of until after the fact. Not making excuses, but maybe this is the case.

[JessD]

Closing the thread, GolfWorks agreed to issue a refund in full. Thanks for the comments.

[JessD]

1 minute ago, Putter Addict said:

Gotcha. That is irritating, but 2 business days is sometimes a bit quick for smaller businesses. To your point though, if they also don't answer their phones...

 

Hopefully it gets resolved. Understandable when it's your money, but as stated by others maybe they just need another day or two. Also, servers go down and other tech issues arise that sometimes companies are not even aware of until after the fact. Not making excuses, but maybe this is the case.

Oh I get that too, its really just the lack of communication that got me. But all is good now.