I ordered a golf club set online from Best Buy Golf Supply and spoke to Ken Briggs, owner-manager, who suggested a set which he promissed would perform well over my present set by adding height and distance to my game with the help of senior shafts and mechanics he claimed were built into the set. He told me that the set would have a 100% guarantee and if I wasn't completely satisfied, I could return them and get a refund or change them for another set. Because there was a guarantee time constraint involved he allowed me extra time as I was undergoing shoulder surgery. I recovered and proceeded to try the set and found the performance to be horrendous.
I decided to talk to Ken about the problem and since it was still within the normal return period, I tried calling the toll free line evry 15 minutes for a solid week, and the phone rang and rang, but was never answered. It was if they had caller I.D. And knew they would be facing a possible problem. During that time I reached an answering machine twice and left a kind request for a call, and never had a reply.
I sent five emails to the email address on successive days and was careful to be friendly and courteous and requested a call at my home phone 941-575-7994. My emails were all ignored. Since I am familiar with your website, I entered it and found that on several past occassions, others had the same bad experience and Best Buy supposedly intentionally ignored customers' calls to remedy problems. This was a common happening at Best Buy.
It is obvious to me that the fraudulant claim of offering a 100% guarantee is of no use if the firm refuses to communicate with it's customers.in order to make a return, you need a return authorizaton and they seem to intentionally hide from their responsibility to communicate. Since you have had the same kind of mistreatment reported on previous other occasions, I am requesting your help in bringing a just conclusion to this consumer rip off.
The following document is the latest in a series of five emails which I sent to Ken Briggs. If other opinions of previous emails that I sent them would help, I would be happy to forward them to you.
The last email read as follows...
Dear Ken:
When I first pondered the thought that a new set of clubs would help my aging body and game, I searched the various web sites and discovered your firm. I explained my problem to you and made you aware of my oncoming shoulder operation and asked for your advice. After my questioning the merit of senior shafts and other options, you recommended a complete set along with sand and lob wedges and told me that you would cordially extend the 100% satisfaction guarantee until I was recuperated and could try them. You reassured me that if I wasn't completely satisfied, I could simply return them for credit or exchange them for another set and that you would simply issue me a return authorization number if that were the case.
I was hesitant to order the clubs because I had read of several complaints concerning problems with orders and returns where customers' calls and letters were ignored. You told me you had a new phone system and that the problem wouldn't exist any longer. I now find that the same tale had been told many times in the past when customers' were ignored. You even personally answered the web site complaint' on a few occasions for similar consumer complaints.
Two weeks ago I was given the O.K.By my doctor to swing clubs again. I took special care to hit off of a grassy area to insure the newness of the clubs and found that the distance and loft you had assured me was not present. The following two days, I took my old clubs with me and compared hitting 5 irons, drivers, 7 irons and 5 woods and in each case the old clubs out performed the new ones by a great margin.
The reason I ordered the clubs was to improve not regress with my clubs.
Over the week that followed, I tried calling you for 5 straight days and the phone rang and was never answered. I reached an answering machine twice in a week long 3 times an hour effort to get you to call me. Even the messages I left went ignored. I saved all of my email requests to have you call me. I wrote them in a cordial and friendly manner and even added humorous art to keep my hopes of reaching you on a friendly basis.
I have been completely ignored and now understand why other customers have complained about your seemingly intentional void of communication acts. I have always tried to engage in any business dealings in a civil and reasonable fashion, but when a Company puts a 100% guarantee policy in writing on their web site and then refuses to answer their customer's calls, the promise becomes fraud. Fraud is a serious matter. I wouldn't even have had to take you up on the extended promise as I was calling you within the usual time frame allowing purchases to be returned.
I feel I have given you more than ample time to return my many calls and emails if you had any intention of calling me back. I have contacted the California Attorney Generals office in Sacramento, I will be sending documents of all my writings to you requesting your contacting me, and reports of other customers' complaints about the same treatment. I wanted to try and resolve this in the manner which you had promised your Company would offer me, but when you don't allow me to communicate with you, it puts the ball in your court.
I shall pursue this issue until I am justified and you promises are kept. It's just too bad you couldn't have simply picked up a phone and asked what my problem was.
Joel Zarum
C.C. California Attorney General's Office, Sacramento,
Ca.
Bank One Platinum Visa Consumer Issues Dept.
Complaint WebSite
Joel
Punta Gorda, Florida
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