I have had a few bad experiences when shopping online, but every time, up until now, the employee in the customer service department has been helpful and saved the day by fixing the problem, even if it was my problem in the first place. Imagine my horror and surprise when I am ignored, then treated with contempt, yelled and cursed at over the phone and called a F-ing looser by the person answering the phone for Best Buy Golf Supply. You probably think the same thing I was thinking This guy will probably loose his job at some point if he keeps this up with his customers, right? Wrong! The guy on the phone, get this: IS THE OWNER OF THE COMPANY.
The nightmare started on April 7th when I ordered a Titanium Driver from Best Buy Golf Supply. They had good selection as well as competitive prices. They also promised the product to be processed in 3-5 business days. I received an email the same day with my order confirmation - Very promising indeed. Then nothing. I waited and waited, anticipating the email with the UPS tracking number any day. I was scheduled to play in a tournament two weeks later and the excitement was growing day by day.
Unfortunately, the two weeks came and went. No club arrived, but even worse I had not received the email with the tracking number. Actually I had not received any emails from the company explaining the delay. Off course, I did not get the club in time for my tournament and in fact I still don't have the club 23 days, three emails, multiple attempts to get through to someone on the phone and finally three phone calls later.
However, not getting the club by the time it was promised was not that big of a deal. Not getting through on the phone or getting any indication from the company why the club was delayed until I took the initiative and sent an email asking for an update didn't really get me upset, either. The fact that the people on the phone lied to me and told me that they had received the club head (Reason for the delay.) and that the club would be shipped later that day was more frustrating than aggravating. However, frustration turned into disbelief when I finally get through on the phone a week later only to learn that the same guy is telling me that the club was shipped 5 days later than he told me last time because it was difficult to get the shaft I ordered. (It almost seems like these people are telling so many lies to their customers that they loose track of which lie they told to whom.) I even managed to stay level headed when I called to cancel my order and the guy on the phone told me that it was too late because the club had already been shipped out. I asked for the tracking number so I could verify that he had indeed sent out the club, but he refused. He told me that he had two people full time answering emails and that I would get an email response with the tracking number within five minutes. (His words exactly) Ten hours later and without a tracking number I call again. At this point I am upset.
Now, the thing that made me really mad was when the owner looses it and calls me a pain in the ass, a f*ing looser and that I should get a life and stop bothering him! This guy doesn't deserve your or anybody else's business.
I must agree with the lady sending in her complaints February 20th - 2001. Unfortunately, these guys did not learn anything from their previous mistakes. They apologize in the rebuttal, but the words echo with empty promises when I experience the same frustrations a year later. The situation is the same or worse. (I don't know if the lady was cursed out by the owner also) No emails telling the customer why a product is late or unavailable on the phone or via email to answer questions.
I don't think they made an "honest mistake" as it says in their rebuttal for the first complaint and I hope my rant will keep other people from making the mistake I made. Don't believe these people when they say they will deliver.
Erik
Simi Valley, California
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