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Golf Galaxy; "Everything for the game..."


DoubleCup

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The J33 CB 2-iron, however, can be found on B-stone's website and is able to be ordered (or should be) by any retailer with a B-stone account.

 

Thats the key. It sounds like this store doesn't have an account. They said "It's a special order, and we're not allowed to special order from this store." That tells me this specific Golf Galaxy has no account set up with Brigestone.

 

Or another option would be that this store does have an account with Bridgestone, but due to company policy they cant special order. Which would make this whole argument valid :idhitit: .

 

 

It also sounds like they all were trying to help solve this problem.

 

"I wait around the store for 15-20 minutes while it appears every employee including the manager get involved in trying to find out what to do."

 

They wanted to help the customer, and fulfil his request for the two iron. If I was the customer, that would make me pretty happy. It would tell me i'm important enough for them to spend all this time trying to help. In my book, customer service is # 1. Since they all did their best to help me out, I would be very happy regardless if I got the club or not. That would warrant me coming back to the store again.

 

If they don't have an account, how are they selling their irons, balls and tour staff bags?? If they do have an account (which they do), they should be able to order a 2 iron (as least for the clubs they sell!). My gripe is that I would guess they COULD get me the 2 iron IF they had te small amount of brain power needed to complete the task. He11, they even told me that another Golf Galaxy could get it. Well, why not offer to have THAT store order it and have it sent to THEIR store??

 

Regarding the me being happy that they were trying to help, yes, I was happy, at first. But the fact that it took everyone in the store, including the manager, to research this simple task and yet return with nothing, just made me think they were stupid.

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If they don't have an account, how are they selling their irons, balls and tour staff bags?? If they do have an account (which they do), they should be able to order a 2 iron (as least for the clubs they sell!).

 

I'm curious... the post by jmconnel got me thinking.

 

I wonder if each store has its own account, or if they work through a "hierarchy" of stores.

 

 

For example:

 

Store B gets all of its clubs, balls, bags, ect from a warehouse that is owned by Store A.

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I'm not any Golf Galaxy defender, but I think this particular case isn't quite as weird as it may seem. I'm familiar with this a bit from the musical instrument business which is probably very similar to the golf biz.

 

I don't know whether GG stores are all owned and operated by the parent company (probably) or whether there's some independence, but what typically happens is that they have agreeements with the various manufacturers of equipment they sell to stock and sell certain products. Usually that means good coverage of the "big" lines (for golf this is the Taylor Mades, Callaway, etc.) where they stock a lot of product in different variation probably including high-end as well as mainline stuf and can easily get special orders processed.

 

But with their minor lines (and I would guess that Bridgestone golf stuff might be in this catagory for a lot of places), they may only stock or sell certain negotiated models in the line. This makes the more popular stuff available in more stores which helps out Bridgestone as well as being able to address more walk-in customers who saw something in an ad on TV. Often these kinds of deals don't include high-end products (which protects Bridgestone's other dealers who do carry this as a main line). The two-rounds a month guy who saw an ad for a particular driver, hybrid, or iron set might technically be better served by going to a high-end clubfitter that handles the whole line, but may be put off by the atmosphere there and would rather go to a big box store.

 

In the musical instrument world, if you want certain high-end models you may have to go to a specially authorized dealer, but in many cases, the OEMs will sell to any store than wants to special order something. The problem for most stores is that there are other requirements for putting in a special order - it may need to be a certain number of dollars to get their regular discounted dealer pricing. This is very common in the MI business with inexpensive accessories - the manufacturer doesn't want to handle $50 orders but the store doesn't want to keep customers waiting as they pool orders to make $250 or $300.

 

I wouldn't be surprised if this is what happened with this Golf Galaxy store. Even if they could order this one club, it's possible that there was just no money to be made in it for them in terms of filling out paperwork, tracking it, then not getting their normal price break. So they wanted to steer this buyer elsewhere, which would probably world out better for the buyer anyway.

 

Now, I think they would have been better off just handling this for the buyer, as they do things every day that don't make the profit they would like. If that meant handing the order off to another Golf Galaxy that does have sufficient volume to process special orders, or just not making much money to satisfy a customer this would have been better than sending them off. Or if this were something they really couldn't order, then just say it. But lots of stores do weird things, and this isn't the weirdest I've seen.

 

If you've tried to use a full-service travel agent (are there any of these anymore?) to buy plane tickets in the last decade, you see the same thing happening. They make almost no money selling you just a plane ticket, so if you're not buying a vacation package, they'd probably rather you go away than help you out. That's their decision and they'll have to live with it, just at Golf Galaxy will.

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