On December 20th I ordered a Alpha Version 5 driver for my girlfriend. She is a professional and plays tournaments for a living. After receiving the clubhead in a reasonable amount of time I installed a Graphite Design Purple Ice shaft and we took it to the course. She hit 5 drives and the bottom of the club head cracked. I do understand about the crack. Some products have defects from the manufacturer. I contacted Ken on Februrary 1st and told him of the problem. He said to send it back because it was covered under a manufacturers warranty. He promised he would take the shaft out of the defective head and install it into a new head and return it back in less than a week. It has now been almost 3 weeks and no club. Not only am I out a clubhead, I am out a shaft that I paid almost 100 dollars for. USPS signature confirmation verifies he received my defective head on the 6th of Feb. It is now the 20th of Feb. And I have called several times on several different days and got the standard recording that does not allow a caller to leave a message. I finally got lucky and got a new recording that allowed me to leave a message after telling me they were busy with other callers. I left a detailed message including a phone number and have yet to get a call back. Finally, I called and talked to a gentleman (im using this term loosely) named "Ken". I told him who I was and told him of my situation and before I could finish my sentence he rudely said "I sent it out this week". I asked for a tracking number and he said his "assistant" would be in in about an hour and she would e-mail it to the address provided. Guess what? No e-mail and no phone call. If BBGS is at the mercy of the "overseas" foundry to get my new clubhead, take 30 seconds out of your day and make a phone call or send an e-mail to let the customer know what the status of their order is. I understand BBGS claims they do 500,000 orders yearly but in the grand scheme of things does this really matter when it comes to MY order??? If a company makes a promise, they should adhere to that promise or at least communicate with the customer to assure them THEY are a priority. Its how ALL successful companies operate.
I will give BBGS 24 hours to contact me or send me an ACCURATE tracking number PROVING they have sent out the new clubhead. If they fail to do so, I will have no choice but to contact the Better Business Bureau (they have received 36 complaints in the last 2 years about BBGS) and the Federal Trade Commission. I will be filing a fraud report with my credit card company before the 45 day time limit. Perhaps I can get my brother (a resident of California) to visit his local State Attorneys office to file a complaint on his business license. If I read the Federal Statutes correctly, this also constitues as Federal mail fraud... Is it really worth all of this Ken?
Heres a suggestion, I would assume you are a hard working man and log about 10 hours daily. Take the last hour of each day to wind down by calling your customers while sipping a cup of coffee. Explain to them their situation, and show them they are FIRST, not last. I am sure this will make all the complaints go away.
Lastly, I DO NOT want a 10 percent discount on future purchases. I dont really think I will be doing business with your company again. The internet is filled with golf suppliers that would love my business.
Bottom line: do not do business with bestbuygolfsupply, you have been warned!!!
C. Xxxxxx m.D.
Jacksonville, Florida
U.S.A.
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