Complaints
This profile includes complaints for Club Champion's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 16 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/13/2023
Type: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.
On Saturday June 11, 2023, I visited Club Champion in ******* ** after making an appointment based on a 75% off coupon advertised on television. Upon arrival, I was informed that the cost of clubs would be between $5000 and $7500, but I was not told that a purchase was required to use their coupon code at no time prior to the conclusion. When I was given an ultimatum, Buy $7000 worth of clubs or the coupon is voided. I was forced to pay $400. I think the marketing practice is a bait and switch tactic that is applied with impunity. The company needs to be held to account for this practice and required to inform consumers.
Business Response
Date: 06/22/2023
***** scheduled his fitting online using promotional code FAIRWAY100. This was advertised on our website as a promotional offering (please see picture 1) which clearly has an asterisk leading to the asterisk marking that says click here for terms and conditions. ***** was not required to purchase all clubs from his fitting, but he was required to make a purchase of 1 golf club, or more to have the promotional fitting offering. Club Champion attempts to make our terms and conditions clear to our customers when we are advertising. As this customer found this promotional code online, he would have had ************ to see the terms and conditions.Customer Answer
Date: 06/22/2023
Complaint: 20180423
I am rejecting this response because:As I indicated, I saw the ad on television, went to the website and clicked the link. The fairway100, if that was what was used as I do not remember was on the website and I had no idea it was not what was being run on the golf channel. Simply put, I was not aware of the purchase requirement as the television ad does not state this. I didn't do my homework as if I had I would have seen the numerous complaints about this practice, and that is my fault! But, the fact that your marketing uses this to your advantage punctuates my issue with your practices. The fitter could have informed me during his initial discussion as I indicated in my complaint. The emailed confirmation could have said it. I was not told during the spiel about cost of custom fit clubs either, and it was chalked up to my being familiar with another customer. The fact is that the company counts on taking advantage of the uninformed consumer. It seems to me that the company will continue to do this with impunity. I simply want what was promised in the television ad... a full bag fitting for 75% off. Which would require them to refund my $300. Should I ever gain confidence in this "business" and want to get custom clubs built, it should be my option, after a discussion with my wife, which was my on site request. As any married man spending $7000 without doing so is insane...
Sincerely,
*********************Business Response
Date: 06/23/2023
On our television commercial, at the bottom of the advertisement, it says terms and conditions apply. It is disclosed on the screen at the bottom as seen in this picture. Our terms and conditions are also disclosed twice during the booking process as pictured in picture 2. There is a pop up after you apply the promotional code as seen in bright green at the top of the picture, and then again in army green in the middle of the picture had he "X"'d out the pop up that appears, or potentially that *** not have appeared due to a pop up blocker.
At no point has Club Champion attempted to create an environment where we are not providing our customers with clear terms and conditions of our promotions, if they choose to accept the use of a promotional code. In the process taken by our customer in this scenario, ******************** attempted to disclose terms and conditions of the promotion on our television commercial the customer saw, on our website the customer visited, and twice during the process our customer took to schedule this fitting online.
Customer Answer
Date: 06/23/2023
Complaint: 20180423
I am rejecting this response because:The dates shown on your screen grabs reflect future/present specials. Maybe you've taken corrective actions... I applaud that... The fact remains that you place the onus on the customer to do a deep dive for this information rather than be up front in many of your ads. In particular, in the case of the commercial to which I responded. Had I been aware that I needed to monitor you for the "gotcha" I certainly would have paid closer attention. Believe me, that ****** isn't lost. Also, it should be pointed out that the fitter admitted that they are in the dark about the details of specials that bring customers in, and cannot inform the situation by practice. I simply want what *************** promised up front...
Sincerely,
*********************Initial Complaint
Date:04/19/2023
Type: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.
Club Champion sold me three golf club heads and three custom golf shafts but fraudulently charged me for the price of three complete golf clubs (heads and stock shafts) plus the price of three custom golf shafts. They were deceptive in their pricing by not disclosing that they were charging me the full price of the golf clubs (heads and shafts) while only providing me the club heads. Thus, I essentially paid for three stock golf shafts that I was never provided. According to Callaway, the manufacturer of these clubs, the retail price of the three stock golf shafts is a combined $355.Customer Answer
Date: 04/21/2023
Complaint: 19957085
I am rejecting this response because: Club Champion's claim that their fitting service fees were fully disclosed to me is proven false by the attached invoice which only shows a $100 charge for fitting fee. The additional $355 they charged me for stock shafts that I never received is fraudulent.
Sincerely,
*****************Business Response
Date: 04/21/2023
As disclosed in the previous message, the club head components are controlled by vendor MAP pricing. These do not include stock shafts, nor did any correspondence provided at the time of order suggest otherwise. Club Champion orders components from our vendors, and the club head components are the same MAP pricing as what some items may be considered "stock."
I have received information as well from our Regional Sales Manager that our Area Sales manager, *******************, and our customer's fitter got a local Callaway (our vendor of the components this customer purchased) rep involved to disclose all the same information as previously discussed. Club Champion even offered to order the *** stock shafts for *****, and this offer was declined by ***********
Club Champion has gone above and beyond in attempts to assist.
Customer Answer
Date: 04/24/2023
Complaint: 19957085
I am rejecting this response because:1. ******** head components ordered by Club Champion from Callaway are not priced by Callaway the same as stock items. I called Callaway and they confirmed that the pricing of clubs (heads and shafts) is $175 greater than the price of a driver head only, $100 greater than the price of a fairway wood head only, and $80 greater than the price of a hybrid head only. These differentials in pricing represent the prices of the stock shafts I did not receive and thus I was overcharged by the sum of these price differentials or $355.
2. The local Callaway representative that I talked with, *******************, told me that he understood why I believed that Club Champion's pricing was deceptive. However, he added that he cannot do anything about how Club Champion prices its products and services. Hence, the latest assertion made by Club Champion regarding what I was told by ******** is false.
3. It is false that Club Champion offered to provide me with the stock shafts that I paid for but did not receive. I will take stock shafts from Club Champion if they want to provide me with them for no added money since I already paid for them.
Sincerely,
*****************Initial Complaint
Date:03/07/2023
Type: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 paid approx. $1,300 for custom fit irons, and I received them in January 2021. The lie angles and loft angles were measured a week ago by a golf professional and club fitter, and he stated that the lie angles and loft angles are at the factory spec loft and lie angles (attached), not the loft and lie angles per the attached custom order. I believe that in January 2021 I received standard, non-adjusted irons - not the fitted irons I paid for. Club Champion told me that the lie angles and loft angles BOTH have likely all decreased by approx. 2 degrees EXACTLY back to the standard factory specs, and I think the probability of all 8 irons decreasing EXACTLY back to factory spec settings is ZERO.My order is attached, and the recent measurements are attached - and it is clear that the measurements are all at the factory spec settings, which is not what I paid for - so I've had the wrong clubs for 2+ years. I locally had the clubs adjusted to what they were supposed to be 2 years ago and there were issues with 2 of the clubs being adjusted, but the main points are that I received the wrong product 2 years ago, and now I have clubs that needlessly had to be bent/adjusted because they were wrong from the beginning.Business Response
Date: 03/07/2023
**** e-mailed in with this experience on March 3rd, 2023. Please see the attached e-mail thread between myself and ****. His purchase was made December 1st, 2020. It was shipped from our headquarters on January 21st, 2021. Over the 2 years the customer had these golf clubs, he used them. Normal wear and tear will cause loft/lie angles to change. This is why Club Champion offers loft/lie adjustments back to original fitted specifications for the lifetime of the golf clubs, as long as they are with the original owner, and as long as the adjustments are made by Club Champion.
At Club Champion, we have all of our equipment calibrated the same way, with precisely milled components to ensure that every reading, no matter which studio, will be identical. This ensures that regardless where our customer takes their clubs to be readjusted, they will go back to the original specifications, per our equipment.
**** went to a 3rd party to have measurements and adjustments made. This 3rd party may use different equipment than Club Champion to measure these specs, which makes the findings by a 3rd party inconclusive. Any readings, damage, or modifications would be the responsibility of the 3rd party.
After communicating with me, he spoke to our Founder *************************** on the phone on Friday, March 3rd. The same day of his original correspondence. During that call, **** offered to replace the 2 irons that were broken at our costs, to which **** agreed. Then, on Monday, 3/6, per the e-mail thread attached, you can see that he no longer accepted the agreement into which he entered.
Club Champion has gone above and beyond in an attempt to help this customer resolve this issue that was not created by Club Champion.
Customer Answer
Date: 03/09/2023
Complaint: 19547898
I am rejecting this response because: I received 8 irons (4 through gap wedge). I've probably hit the 5 to gap approximately the same number of times, but because it's difficult for me to hit, my 4 iron has been used very little since I've had it. For example, for every 100 times I've used my 5-iron, I only used my 4-iron about 15 times. If my irons went back to standard by wear and tear (per Club Champion), I would think that the 4-iron didn't go back to standard spec because it was used only approx. 15% of the time compared to all other irons. Therefore, I continue to believe that I received standard spec setting irons.
Sincerely,
*******************Customer Answer
Date: 03/09/2023
The attached should have also been included in my original message. Thank you.*******************Business Response
Date: 03/09/2023
This is part of a complaint that was filed on 3/7/23, to which Club Champion has already responded. However, it should also be noted that per ******, their golf clubs only come with a 1 year warranty. While this does not dictate to his complaint about his loft/lie angles being off, it doe relate to the fact that a 3rd party broke 2 of his clubs. *********************************** please see the web page from the manufacturer themselves.Again attached is the entire e-mail thread between myself and this customer. ******************** has gone above and beyond to attempt to help this customer.First, he took his clubs to a 3rd party to have these measurements completed. They may use different equipment, or have slightly different calibrations, which render these findings inconclusive by a 3rd party.Club Champion offers free loft/lie adjustments to golf clubs purchased through Club Champion for the lifetime of the golf clubs with the purchaser. **** chose to go to a 3rd party to have measurements taken and adjustments made.Club Champion uses precise equipment to calibrate all our machinery which guarantees identical readings at all Club Champion studios and build centers.After **** was not satisfied with my answers, he spoke on the phone with our founder, **************************** It was come to an agreement on Friday, 3/3/23 that we would attempt to order replacements of his JPX-921 irons (which have been discontinued) and we would only charge him our cost. This agreement was made verbally over the phone between **** and Club Champion. On Monday, 3/6/23, per the e-mail thread attached, you can see that was no longer acceptable to him, after agreeing previously.Club Champion has gone above and beyond in attempts to rectify the customer's issues.Thank you.Customer Answer
Date: 03/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************Initial Complaint
Date:08/29/2022
Type: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.
The 7 Iron head flew off into a pond (lost).I have called three times for updates on the warranty with no final response.I am also concerned that like my 7 iron the balance of my set were not built with care as this 7 iron has very little Epoxy on the shaft. I would like a $175 refund on the 7 iron and the set taken back apart and the heads all reattached. I have ordered a new 7 head on my own.FYI my fitting was in ****** ** but I have been dealing with the ******** **. store as I am in Toledo for the summer.Thank You *************************Business Response
Date: 08/30/2022
To whom it may concern,
Club Champion's first contact with ***** about this issue was on 8/13/2022 via phone call. ***** called in to discuss the situation and he spoke with one of our fitters in our ************ store that the best way forward was to bring in his club for us to inspect and we could help with a warranty process. As this was on a Saturday, we informed him that we would follow up during the following week (week of 8/15) with an update. ***** followed up on 8/19 with a phone call where we took a message that we would get back to him. This warranty was approved on Friday 8/19, This customer placed his original order on September 4th, 2019. There is a new model of the club that was released in 2021 and our warranty is replacing his 7 iron with the new, 2021 line as the old line has been discontinued. This replacement component is shipping out to our ************ studio today, and barring any *** delays will arrive this week in our ************ studio for the rebuild of his broken 7 iron.
Club Champion is replacing the defective component. Club Champion did not recommend the customer purchase a new head on his own. We informed the customer we were working to have this warranty replaced and we would be rebuilding this club, which is in the process. If the customer would like to have his iron set inspected, he may come into a Club Champion to inspect the rest of his set. We will be sending the new component to ************ to rebuild for the customer, as we told the customer we would do. ******************** will not be refunding any amounts for what the customer elected to do on his own.Thank you.
Customer Answer
Date: 09/06/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.