Complaint: ***
I am rejecting this response because: Unfortunately, what the company doesn't lay out in its explanation is that it only matches other companies in their "buddy" system All the retailers that are a part of their "guarantee" make sure their prices remain the same Regarding the retailer in question, Budget Golf, they are in fact an authorized retailer of the clubs in question But, Golfsmith's refusal to include them is they don't want to go beyond that inner circle they've included because as stated before they all keep their pricing the same The refusal to reach out and include other authorized retailers as part of their "low-price guarantee" is due to the fact they know that theirs isn't a guarantee at all and that their prices are likely to be beaten on a regular basis by other authorized competitors The fact they advertise they way the do regarding their claim is a deceptive one and needs to be changed Retailers who truly offer a low-price guarantee have no problem matching ALL other authorized retailers providing they are selling the exact same item Further, any research online will indicate a number of other consumer complaints regarding their policy and who have had similar experiences
Regards,
*** ***
Complaint: ***
I am rejecting this response because:From:After I received your email concerning my case being closed, I received a Golfsmith gift card for the amount of $From the earlier email from Golfsmith stating their case, they stated I paid them $for shoes that I never receivedI expect the rest of my money that they have had for almost a monthDo you intend to drop the matter or are you going to help the consumer, me, in this matter?
Regards,
*** ***
Customer apparently purchased several gift cards from other online sources and has then combined those original gift cards into a single, ever larger value gift card upon receipt of the most recent card. Most recently the increase to the gift card value has been in $
increments. This is unusual behavior for a customer. Most customers will use gift cards in combination in order to buy a high value item. When our customer service asked why this customer was doing this he said he was interested to see if he could do it or not. As a retailer, we are unable to accommodate people's curiosity. It is costing us time, resources and money to issue and re-issue gift cards that go unused. We have advised the customer he may utilize the existing credit balance to purchase product only
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Complaint: [redacted]
I am rejecting this response because:It's true that I was combining small value gift cards into a larger one. However, their response is weak and unconvincing. There is no term on their website stating that gift cards cannot be used as payment towards gift card purchases. Their order processing system also allows such behaviour. So my order should be treated as a valid order and fulfilled accordingly. It's very irresponsible for the merchant to reject fulfilling the order simply because it's too costly to them. A lot of people returns newly purchased items without any reason, and I can't imagine the merchant denying a return request (or having that money issued as some unseen 'credit') simply becasue returning an item is too costly for them. Therefore, I must insist that a gift card should be issued to me (be it physical or electronic gift card), or the order should be cancelled and the money should be returned to my original payment method.
Regards,
[redacted]
We thank you for ordering with Golfsmith and apologizefor any confusion however the description clearly states 4 thru pitching wedge.A single iron is pictured but you can click on other pictures to see the entireset that Ping offers, not what is being purchased. This would be no moremisleading than...
expecting to receive a single club since that is what the mainpicture is. Nowhere on the page does it indicate that the utility wedge andsand wedge are included. http://www.golfsmith.com/product/30147735/ping-g30-4-pw-iron-set-wi...⇄ you
The customer dealt with the store directly that did the initial work on the shaft. When the customer notified the store about his broken shaft, the store tried to work with him in setting up a replacement order/warranty process with the shaft manufacturer in an attempt to replace the shaft for...
the customer. The customer then responded by saying that he had already cut the shaft down and reinstalled into his 3 wood. Essentially he was able to reuse the shaft in another club so it was not completely lost due to the initial break. The customer then asked the store to just give him a $200 in store credit to purchase a pair of shoes due to the shaft breaking. However since we offered to work with him and the manufacturer of the shaft and try to replace it, he didn't want to go that route and only wanted a store credit for shoes. We felt that these two things didn't have any correlation and the fact that he was able to reuse this shaft in another club, we consider the matter closed.
Mr **:I apologize for the inconvenience this has caused you. Unfortunately theshirts selected were closeout items which we can no longer obtain from themanufacturer. I will be more than happy to offer you the same sale price on anyother shirt with the same sale price plus an additional 15% off or I...
can offeryou 35% off of any other standard price shirts. Once again I apologize for thisand would like an opportunity to resolve this to your total satisfaction. Thank you[redacted]
Complaint: [redacted]
I am rejecting this response because: the offer doesn't meet my needs and didn't resolve the issues it self. I could get a better deal if I wait around. It's okay, I understand that you only can do so much.
Regards,
[redacted]
As I stated in my e-mail as well as on the phoneto you, we have offered a substantial 35% discount off of any standard pricedshirt or 15% off any shirt already discounted and is currently on sale. Pleaseindicate what you believe would be a fair resolution. I cannot discount a $57shirt to $9 as you requested by phone. Thank you
Mr. [redacted]:I’m sorry that you are not satisfied with ourresponse. Nowhere on the web page does it indicate that the 2 additional wedgesare included. When you go to the page for this set, a single iron is shownhowever the description says at multiple locations on the page that the set is4-PW, which is correct. Yes we do have a picture that you have to click on toaccess that shows an entire set of the G30 irons however as stated previously thisis showing all the clubs that could potentially be ordered, not what isincluded in this set being offered. We also show 3 other pictures of a single iron. At notime did the primary picture for this item show a full set of clubs. It has alwaysbeen the single iron as currently shown. On the same page there is also alisting for the 4-PW and UW under the “You may also like” column, this set includesthe UW (8 clubs in the set) and the price is shown at $799.99, which is $100more than the price you paid for the 7 club set.http://www.golfsmith.com/product/30147735/ping-g30-4-pw-iron-set-with-steel-...⇄ would like to reach a satisfactory resolutionwith you however we are unable to offer these 2 clubs at no charge or even adiscounted price since Ping has a very strict pricing structure that we mustfollow. I would be happy to send you a box of golf balls, your choice of brand,at no charge for any inconvenience this may have caused you. Would that besatisfactory?
Complaint: [redacted]
I am rejecting this response because: Complaint: [redacted]I am rejecting this response because: It does not address nor resolve the underlying mishandling of the order and subsequent complaint. Fortunately for the Revdex.com, the language used throughout this response provides an illustrative parallel to the type of inappropriate demeanor used throughout the entirety of the customer service interaction. It is statements like "he didn't want to pay a dime more" that underlie a fundamental disconnect between Golfsmith and the customer. To that end, under what circumstances would a customer be reasonably satisfied with paying any additional amount, dime or otherwise, for an order that took 11 days of internally processing before partially shipping and, 13 days later, was unilaterally terminated by the company in order to renegotiate a higher price on the outstanding order? Statements like "we doubled our original offer and then offered to work on the price for a different pair of shoes" are patently misleading and distort the substance of the conversation - these two statements, as written, reflect Golfsmith's newfound intent to have them operate independent of one another and distort the resolution provided on the phone to read as if Golfsmith was willing to offer 20% in addition to "work[ing] on the price for a different pair." Further, perhaps a 20% discount and offer to find a substitute good may have been an acceptable resolution during the initial back-order notification received on 5/27/16 (13 days after the order was placed). However, this email made no mention of a potential unilateral cancel, and to the contrary, it provided assurances that Golfsmith was "diligently working with the manufacturer to get this product to [me] as quickly as possible." It is unreasonable for a customer to wait for nearly a month, relying in good faith on Goflsmith's ability to fulfill its orders to now be presented with a 20% discount. I am fully aware that the originally offered $48.67 purchase price represents a substantial discount, it is precisely why I made the purchase. However, as stated, this counter-offer of $105.99 for the the Nike Lunar III's represents a 133.3% increase from the originally agreed upon price of $48.67. Indeed, I was mistaken about my American Express refund, but Golfsmith has yet to provide a satisfactory or even reasonable resolution. Please consider and suggest an alternative.Regards,[redacted]
Regards,
[redacted]
Complaint: ***
I am rejecting this response because: Unfortunately, what the company doesn't lay out in its explanation is that it only matches other companies in their "buddy" system All the retailers that are a part of their "guarantee" make sure their prices remain the same Regarding the retailer in question, Budget Golf, they are in fact an authorized retailer of the clubs in question But, Golfsmith's refusal to include them is they don't want to go beyond that inner circle they've included because as stated before they all keep their pricing the same The refusal to reach out and include other authorized retailers as part of their "low-price guarantee" is due to the fact they know that theirs isn't a guarantee at all and that their prices are likely to be beaten on a regular basis by other authorized competitors The fact they advertise they way the do regarding their claim is a deceptive one and needs to be changed Retailers who truly offer a low-price guarantee have no problem matching ALL other authorized retailers providing they are selling the exact same item Further, any research online will indicate a number of other consumer complaints regarding their policy and who have had similar experiences
Regards,
*** ***
Complaint: ***
I am rejecting this response because:From:After I received your email concerning my case being closed, I received a Golfsmith gift card for the amount of $From the earlier email from Golfsmith stating their case, they stated I paid them $for shoes that I never receivedI expect the rest of my money that they have had for almost a monthDo you intend to drop the matter or are you going to help the consumer, me, in this matter?
Regards,
*** ***
Customer apparently purchased several gift cards from other online sources and has then combined those original gift cards into a single, ever larger value gift card upon receipt of the most recent card. Most recently the increase to the gift card value has been in $
increments. This is unusual behavior for a customer. Most customers will use gift cards in combination in order to buy a high value item. When our customer service asked why this customer was doing this he said he was interested to see if he could do it or not. As a retailer, we are unable to accommodate people's curiosity. It is costing us time, resources and money to issue and re-issue gift cards that go unused. We have advised the customer he may utilize the existing credit balance to purchase product only
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Complaint: [redacted]
I am rejecting this response because:It's true that I was combining small value gift cards into a larger one. However, their response is weak and unconvincing. There is no term on their website stating that gift cards cannot be used as payment towards gift card purchases. Their order processing system also allows such behaviour. So my order should be treated as a valid order and fulfilled accordingly. It's very irresponsible for the merchant to reject fulfilling the order simply because it's too costly to them. A lot of people returns newly purchased items without any reason, and I can't imagine the merchant denying a return request (or having that money issued as some unseen 'credit') simply becasue returning an item is too costly for them. Therefore, I must insist that a gift card should be issued to me (be it physical or electronic gift card), or the order should be cancelled and the money should be returned to my original payment method.
Regards,
[redacted]
We thank you for ordering with Golfsmith and apologizefor any confusion however the description clearly states 4 thru pitching wedge.A single iron is pictured but you can click on other pictures to see the entireset that Ping offers, not what is being purchased. This would be no moremisleading than...
expecting to receive a single club since that is what the mainpicture is. Nowhere on the page does it indicate that the utility wedge andsand wedge are included. http://www.golfsmith.com/product/30147735/ping-g30-4-pw-iron-set-wi...⇄ you
The customer dealt with the store directly that did the initial work on the shaft. When the customer notified the store about his broken shaft, the store tried to work with him in setting up a replacement order/warranty process with the shaft manufacturer in an attempt to replace the shaft for...
the customer. The customer then responded by saying that he had already cut the shaft down and reinstalled into his 3 wood. Essentially he was able to reuse the shaft in another club so it was not completely lost due to the initial break. The customer then asked the store to just give him a $200 in store credit to purchase a pair of shoes due to the shaft breaking. However since we offered to work with him and the manufacturer of the shaft and try to replace it, he didn't want to go that route and only wanted a store credit for shoes. We felt that these two things didn't have any correlation and the fact that he was able to reuse this shaft in another club, we consider the matter closed.
Mr **:I apologize for the inconvenience this has caused you. Unfortunately theshirts selected were closeout items which we can no longer obtain from themanufacturer. I will be more than happy to offer you the same sale price on anyother shirt with the same sale price plus an additional 15% off or I...
can offeryou 35% off of any other standard price shirts. Once again I apologize for thisand would like an opportunity to resolve this to your total satisfaction. Thank you[redacted]
Complaint: [redacted]
I am rejecting this response because: the offer doesn't meet my needs and didn't resolve the issues it self. I could get a better deal if I wait around. It's okay, I understand that you only can do so much.
Regards,
[redacted]
As I stated in my e-mail as well as on the phoneto you, we have offered a substantial 35% discount off of any standard pricedshirt or 15% off any shirt already discounted and is currently on sale. Pleaseindicate what you believe would be a fair resolution. I cannot discount a $57shirt to $9 as you requested by phone. Thank you
Mr. [redacted]:I’m sorry that you are not satisfied with ourresponse. Nowhere on the web page does it indicate that the 2 additional wedgesare included. When you go to the page for this set, a single iron is shownhowever the description says at multiple locations on the page that the set is4-PW, which is correct. Yes we do have a picture that you have to click on toaccess that shows an entire set of the G30 irons however as stated previously thisis showing all the clubs that could potentially be ordered, not what isincluded in this set being offered. We also show 3 other pictures of a single iron. At notime did the primary picture for this item show a full set of clubs. It has alwaysbeen the single iron as currently shown. On the same page there is also alisting for the 4-PW and UW under the “You may also like” column, this set includesthe UW (8 clubs in the set) and the price is shown at $799.99, which is $100more than the price you paid for the 7 club set.http://www.golfsmith.com/product/30147735/ping-g30-4-pw-iron-set-with-steel-...⇄ would like to reach a satisfactory resolutionwith you however we are unable to offer these 2 clubs at no charge or even adiscounted price since Ping has a very strict pricing structure that we mustfollow. I would be happy to send you a box of golf balls, your choice of brand,at no charge for any inconvenience this may have caused you. Would that besatisfactory?
This issue was resolved at one of our retail locations. Please let us know if we can be of further assistance.
Complaint: [redacted]
I am rejecting this response because: Complaint: [redacted]I am rejecting this response because: It does not address nor resolve the underlying mishandling of the order and subsequent complaint. Fortunately for the Revdex.com, the language used throughout this response provides an illustrative parallel to the type of inappropriate demeanor used throughout the entirety of the customer service interaction. It is statements like "he didn't want to pay a dime more" that underlie a fundamental disconnect between Golfsmith and the customer. To that end, under what circumstances would a customer be reasonably satisfied with paying any additional amount, dime or otherwise, for an order that took 11 days of internally processing before partially shipping and, 13 days later, was unilaterally terminated by the company in order to renegotiate a higher price on the outstanding order? Statements like "we doubled our original offer and then offered to work on the price for a different pair of shoes" are patently misleading and distort the substance of the conversation - these two statements, as written, reflect Golfsmith's newfound intent to have them operate independent of one another and distort the resolution provided on the phone to read as if Golfsmith was willing to offer 20% in addition to "work[ing] on the price for a different pair." Further, perhaps a 20% discount and offer to find a substitute good may have been an acceptable resolution during the initial back-order notification received on 5/27/16 (13 days after the order was placed). However, this email made no mention of a potential unilateral cancel, and to the contrary, it provided assurances that Golfsmith was "diligently working with the manufacturer to get this product to [me] as quickly as possible." It is unreasonable for a customer to wait for nearly a month, relying in good faith on Goflsmith's ability to fulfill its orders to now be presented with a 20% discount. I am fully aware that the originally offered $48.67 purchase price represents a substantial discount, it is precisely why I made the purchase. However, as stated, this counter-offer of $105.99 for the the Nike Lunar III's represents a 133.3% increase from the originally agreed upon price of $48.67. Indeed, I was mistaken about my American Express refund, but Golfsmith has yet to provide a satisfactory or even reasonable resolution. Please consider and suggest an alternative.Regards,[redacted]
Regards,
[redacted]