Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/14/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted PXG to start a return for a set of irons and a driver (order #WA/SO-702697). They provided me with a *** #RC050472. I returned the clubs which they received August 9th (tracking *** #1ZA118R90397121829). I have yet to receive the refund for $1,662.86. It's been over a month. There have been several phone calls and emails with no response or the only response I get is that it's in processing. I believe the confusion and delays stem from the *** being processed incorrectly. PXG originally processed my order incorrectly as well. I ordered left handed clubs and they sent me right handed clubs (order #SO-699738). They did correct that error and sent me the left handed clubs (order #WA/SO-702697). The clubs I returned are the left handed set, but it seems to me like the *** is attached to the right handed order number. It also looks to me like the *** was only processed for the iron set and not the driver.At this point I'm just trying to get my money back. I've been without clubs for over a month now and a big amount sitting on my credit card that I'm now paying interest on. I've spent a lot of frustrating time trying to get this resolved, and I'm getting nowhere.

  

  Business Response

  Date: 09/15/2022

  Hello Sir, Thank you for your time on the phone today. I regret to hear we had issues and delays with your order and refund. I have escalated this to our accounting department and the refund has been processed with confirmation details sent to your personal email. 
  
  This is not the norm for PXG and are very sorry that this happened! If you decide to purchase with us again, I will note your file for free upgraded shipping or a hat as a gift of your choice! Please let me know if you have any additional questions or need anything in the future! 

   

  ***

  Player Support Supervisor 

   

  Customer Answer

  Date: 09/15/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a set of Gen3 0311P Irons 3 months ago, on the second week of owning the clubs my 7 iron clubhead detached and flew off. At the time, I reached out to PXG support and even though I asked if I could send the whole set back for repair, to make sure it wouldn't happen again, I was only able to send the defective iron. PXG re-glued the club and sent it back to me. This cost me 2-3 weeks of not having arguably the most used iron in my bag.I trusted the feedback from the PXG specialist and trusted that the equipment I was using was reliable.Two months later (This week), another club (8 Iron) has the same issue. I was in a simulator and luckily the clubhead flew into net and didn't cause any damage.At the moment 2 out of my 6 clubs already failed and there is no trust that it wont happen again.I reached out to PXG support again, and have been trying to get a refund, this was rejected due to it being 30 days over the 60-day 100% money-back guarantee.I was offered to repair the club again, and after a series of conversation with support team, the best they could offer was a repair on all the clubs. This would mean that I would be without all my irons for another 3 weeks, missing out on 3 of possibly last 5-6 weeks of golf season, because of a defective product from PXG. I had just been fitted for a Gen5 Driver and placed an order one day before this happened, and now I had to cancel the order due to the lack of trust in PXG customer support policy.

  

  Business Response

  Date: 08/26/2022

  Hello Sir, 

  We regret to hear this happened to your iron set, as that is not the norm for PXG! After our discussion on the phone today, we will be rebuilding you a new set and providing a return shipping label for us to inspect the warranty issues. Thank you for your patience and understanding, and we look forward to getting you a new set of irons and driver in hand very soon. 

  Best, 

  ***- Player Support Supervisor 

  Customer Answer

  Date: 08/26/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:08/19/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered golf clubs from PXG July 18th with a representative *********************** and was advised I had 30 day trial period and if not satisfied could send them back. I received the golf irons and one 3 hybrid. (Left Handed) ) along with an extra set of right handed ironsI did not order and were not on the shipping order in two separate boxes. I was not happy with the irons and called PXG to advise I would be returning them back. I spoke with *********************** July 28th who after advising of the extra set I did not request sent a return label. The two boxes were dropped off at Fed Ex located at ****************************************************************** on July 29th, 2022 Tracking numbers *********** & ************. The first box was received and confirmed with *********************** August 4th the box containing the hybrid ( ***********) had been received but not the other box containing the two sets of irons (************) had not. ***** website stated it was delayed in Phoenix. ***** was contacted and case submitted to locate and call me back in 48hrs. I have called ***** several times and still no resolution. PXG was contacted again in August 15th at 4:04pm. I spoke with an agent by the name of **** to advise of issue. When asked if ***** should be contacted he replied NOT to contact ***** again. He would speak with **** to resolve the issue and I would receive a call back the same day, which I did not. I have not heard back from anyone at PXG even after sending **** a copy of the ***** receipt with the tracking number. Enough time has passed for PXG to resolve this issue and it has not. I would like this issue to be resolved as soon as possible.

  

  Business Response

  Date: 08/22/2022

  We received your complaint and are so sorry to hear of the issues that have occurred! Please know that we are looking into this issue and expediting the refund in full as quickly as possible. I will send you the confirmation via email once the funds have been transferred to you directly to your account. I assure you, this is not the norm for PXG and I am so sorry that this happened. If you would like to speak via phone please let me know the best time to reach you or if you prefer email. 
  
  Thank you for your patience!

  Sincerely, 

  *** -Player Support Supervisor 

• Initial Complaint

  Date:08/15/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on August 5th (order # USW-********) and there are couple issues associated with this order. First, I paid extra $130 for 2nd day shipping because the website stated that it will arrive in 2 business days. The package was shipped out on August 9th but I have not received the package as of today (8/14/2022). Thus, I would like to receive a full refund of the shipping cost.Another issue is that I requested partial cancelation in my order (60 degree golf wedge) and PXG clearly confirmed of order cancelation via email but they still charged for this ($150 to 170ish)I would like to get a full refund of this as well. I tried to email and sort this out but they told me that it is out of their hand since the package is already shipped out. Highly disappointed how they handled this issue.

  

  Business Response

  Date: 08/16/2022

  Hello, We regret to hear there was a shipping delay with ***** with your recent purchase. As we discussed on the phone, we will refund in full the shipping fee as well as fully refund wedge you wanted to remove from your order. Thank you for your patience and for choosing PXG. We hope you continue to love your PXG clubs. - PXG Supervisor ***