Cleveland Golf

In response to complaint number: [redacted] Roger Cleveland Golf Company Inc., Regional Sales Manager and Sales Rep (The Company) held a Demo Day on May 29, at one of our customers / accounts a private golf club in North Carolina Mr [redacted] was a guest of a member of the private club and participated in a club fitting and ordered a custom driver from the private club Custom orders are assembled from scratch and not as easily available as standard spec products Mr [redacted] did receive his custom club on June 16, On July 23, Mr [redacted] contacted The Company customer service department and stated to The Company c/s representative that he didn’t like the driver and wanted to be refitted, Mr [redacted] then stated he was on the road and requested c/s representative to email him the c/s rep’s contact information for additional follow up at a later date, c/s rep emailed contact information On July 25, Mr [redacted] emailed c/s rep stating “Is there any way I can just return the driver? I really don’t want to risk not getting fit on location for a club” July 27, c/s rep emailed Mr [redacted] stating “I don’t believe we can return the driverI have emailed our Regional Sales Manager and the Sales Rep from private club to see what our options are”On August 4, The Company Sales Rep emailed Mr [redacted] with specific detail how to proceed in getting a refund from private club The Company Sales Rep agreed to help Mr [redacted] facilitate returning his driver to the private club Mr [redacted] mailed his driver to Company Sales Rep in late August and after opening the driver it was visibly described as “scratching on face / sole, but also multiple scratches on top of crown, very visible at address” On September 3, Mr [redacted] was informed the country club will be credited for the driver It’s my understanding the hosts account was credited for the driver Mr [redacted] was informed that the private club would be the one issuing the refund to the host’s account and The Company has no way of directly refunding him / Mr [redacted] directly Respectfully, [redacted] Vice President of Human Resources / Global Legal Enforcement Cleveland Golf / Srixon Skylab Road Huntington Beach, CA

In response to complaint number: [redacted]
Roger Cleveland Golf Company Inc., Regional Sales Manager
and Sales Rep (The Company) held a Demo Day on May 29, 2015 at one of our
customers / accounts a private golf club in North Carolina.  Mr. [redacted] was a guest of a member of
the...

private club and participated in a club fitting and ordered a custom driver
from the private club.  Custom orders are
assembled from scratch and not as easily available as standard spec
products.  Mr. [redacted] did receive
his custom club on June 16, 2015.   On
July 23, 2015 Mr. [redacted] contacted The Company customer service
department and stated to The Company c/s representative that he didn’t like the
driver and wanted to be refitted, Mr. [redacted] then stated he was on the
road and requested c/s representative to email him the c/s rep’s contact
information for additional follow up at a later date, c/s rep emailed contact
information.  On July 25, 2015 Mr.
[redacted] emailed c/s rep stating “Is there any way I can just return the
driver?  I really don’t want to risk not
getting fit on location for a club” July 27, 2015 c/s rep emailed Mr.
[redacted] stating “I don’t believe we can return the driver. I have emailed
our Regional Sales Manager and the Sales Rep from private club to see what our
options are”. On August 4, 2015 The Company Sales Rep emailed Mr. [redacted]
with specific detail how to proceed in getting a refund from private club.  The Company Sales Rep agreed to help Mr.
[redacted] facilitate returning his driver to the private club.  Mr. [redacted] mailed his driver to Company
Sales Rep in late August and after opening the driver it was visibly described
as “Normal scratching on face / sole, but also multiple scratches on top of
crown, very visible at address”.   On
September 3, 2015 Mr. [redacted] was informed the country club will be
credited for the driver.  It’s my
understanding the hosts account was credited for the driver.  Mr. [redacted] was informed that the
private club would be the one issuing the refund to the host’s account and The
Company has no way of directly refunding him / Mr. [redacted] directly.                                   �...⇄ /> Respectfully,
[redacted]                                   ...⇄ Vice President of Human Resources /                                       �...⇄ Global Legal Enforcement                                  �...⇄ Cleveland Golf / Srixon                                     ...⇄ 5601 Skylab Road                                      ...⇄ Huntington Beach, CA 92647

Review: I have purchased some golf clubs from Cleveland Golf's mobile website thinking the price on their iron set was really good. I have paid with my credit card and received emails indicating all the orders had been confirmed. After several days they emailed me saying that they will honor only one item from the order because they made error on advertised price. As a consumer I had a high expectation for Cleveland Golf for they are one of the leading golf club manufacturer and they came really short on following through what they advertise on their website.Desired Settlement: I would like them to honor all my orders as they did with one of the items.

Business

Response:

Revdex.com Complaint # [redacted] - Recap of EventsBackground:• We experienced a pricing error on our CG Black Iron (5-PW) set beginning in December 2014.• The issue was limited to the retail shop Mobile site, and did not occur on the retail shop Desktop site.• The issue error was only observed if a consumer was accessing our online retail shop via mobile phone.• The error was that our CG Black Iron (5-PW) set, which has a retail price of $599.99, was incorrectly being reset to $99.99, and the issue was happening randomly and without warning, and would sometimes occur during non-business hours.• During diagnosis of the reason for the error, the customer service and online teams were checking both the Mobile and Desktop sites regularly to proactively address the error when/if it occurred.• A corporate decision was made, following the Consumer interaction recapped below, to remove the item from the online retail Mobile site until the issue was resolved.Regarding this specific Consumer complaint:• The Consumer lists three orders in the complaint – all were placed 12/13/14:o Order [redacted] - this was for golf balls and a glove, and was not an issue in terms of pricing.o Order [redacted] – Qty 1 - [redacted] seto Order [redacted] – Qty 2 - [redacted] set• While not mentioned in the complaint, the Consumer also placed these orders for the same product on 12/31/14:o Order [redacted] – Qty 2 - [redacted] seto Order [redacted] – Qty 2 - [redacted] seto Order [redacted] – Qty 2 - [redacted]) set• When the customer service team became aware of the error, upon returning to regular business hours on 1/5 after the holiday (we were closed 12/31 through 1/4), the site was updated to the correct price.• Customer Service also called the Consumer on 1/5 and left a voice mail message to contact us regarding his orders.• We did not receive a call back for two days, so we initiated email communication. The details of this correspondence are outlined as follows:Email to Consumer on 1/7/15, 5:08pmI would like to inform you that we have shipped your order [redacted], for a set of [redacted]f set. Although there was a price error on your order of $99.99 for the set, we honored the price for your first order. However we did not honor the price for the following orders, [redacted] and have canceled the orders and refunded your credit card. Thank you for your support.Email from Consumer on 1/7/15, 8:40pmI don't understand your cancelling my orders while you are honoring my first order. It is your not my mistake to put A wrong price on the website. I believe I have every right to request you to ship the rest of my orders as they were confirmed orders made with valid payment.Email from Consumer on 1/13/15, 11:38amSince you are not replying to mr previous email nor complying with my request I am now taking this issue to Revdex.com's attention by reporting Cleceland Golf for putting false advertisement on company website.Email to Consumer on 1/13/15, 12:46pmPlease see the link below regarding errors on our website:[redacted]Errors on Our SitePrices and availability of products are subject to change without notice. Errors will be corrected where and when discovered. Cleveland Golf/[redacted] reserves the right to revoke any stated offer, cancel orders, and to correct any errors, inaccuracies or omissions in any stated offer or price, including after an order has been submitted and whether or not the order has been confirmed and your payment processed.If your payment has already been processed for the purchase when your order is cancelled, Cleveland Golf/[redacted] will issue a credit to the payment method used in the amount of the charge. Individual bank policies will dictate when this amount is credited to your account.We technically did not have to honor your first order according to our policy, but we did. We hope you enjoy your clubs.• In summary, the Consumer placed 5 orders, totaling 9 sets of [redacted]. We honored the erroneous price for 1 of the 9 sets ordered, and issued credit for the rest.

Review: I purchased a Srixon driver from thr company earlier this year. I got fitted at an event by a company fitter and ordered the driver. It was fantastic and I could not wait. I was told the driver would arrive within a week. It took over two weeks to get the driver in. The driver that came in felt completely different than the one I was fit for. I reached out to the company to see if someone could tinker it for me or help me get fit for one on site. They didn't respond for a week. I reached out again and said I need an answer or a refund. They said they could do a refund. I sent the driver back in August. On September 3 I got an e-mail that the driver had arrived and the refund should be processed within 7 days. Fast forward to now, the refund has not been processed, no one has reached out to me, and the club it was bought through now says they will not fully refund me. It has been the worst customer service I have ever experienced and habe neither the driver or a refund for a month and a half.Desired Settlement: I just want my refund I was promised in a timely manner for the bad product and major inconvenience to my personal cash flows.

Business

Response:

In response to complaint number: [redacted]

Roger Cleveland Golf Company Inc., Regional Sales Manager

and Sales Rep (The Company) held a Demo Day on May 29, 2015 at one of our

customers / accounts a private golf club in North Carolina. Mr. [redacted] was a guest of a member of

the private club and participated in a club fitting and ordered a custom driver

from the private club. Custom orders are

assembled from scratch and not as easily available as standard spec

products. Mr. [redacted] did receive

his custom club on June 16, 2015. On

July 23, 2015 Mr. [redacted] contacted The Company customer service

department and stated to The Company c/s representative that he didn’t like the

driver and wanted to be refitted, Mr. [redacted] then stated he was on the

road and requested c/s representative to email him the c/s rep’s contact

information for additional follow up at a later date, c/s rep emailed contact

information. On July 25, 2015 Mr.

[redacted] emailed c/s rep stating “Is there any way I can just return the

driver? I really don’t want to risk not

getting fit on location for a club” July 27, 2015 c/s rep emailed Mr.

[redacted] stating “I don’t believe we can return the driver. I have emailed

our Regional Sales Manager and the Sales Rep from private club to see what our

options are”. On August 4, 2015 The Company Sales Rep emailed Mr. [redacted]

with specific detail how to proceed in getting a refund from private club. The Company Sales Rep agreed to help Mr.

[redacted] facilitate returning his driver to the private club. Mr. [redacted] mailed his driver to Company

Sales Rep in late August and after opening the driver it was visibly described

as “Normal scratching on face / sole, but also multiple scratches on top of

crown, very visible at address”. On

September 3, 2015 Mr. [redacted] was informed the country club will be

credited for the driver. It’s my

understanding the hosts account was credited for the driver. Mr. [redacted] was informed that the

private club would be the one issuing the refund to the host’s account and The

Company has no way of directly refunding him / Mr. [redacted] directly.

Respectfully,

[redacted] Vice President of Human Resources / Global Legal Enforcement Cleveland Golf / Srixon 5601 Skylab Road Huntington Beach, CA 92647

About two weeks ago my 8 iron shaft snapped. I did not think it was a major deal as I may have hit of hardpan causing the shaft to weaken. However a week later my Drop wedge broke in the same spot. I contacted Cleveland for resolution as I have a golf tourney this weekend.

Cleveland wanted ME to airfreight the clubs at my cost to them and they could not guarantee my clubs would be back for the tournament. So basically the penalized me for their poor quality.

I suggest to everyone that they do not buy their clubs from Cleveland.