Complaints

This profile includes complaints for The Golf Warehouse, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

The Golf Warehouse, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  The Golf Warehouse, Inc.

  8908 E 34th St N Wichita, KS 67226-2602

• 

  The Golf Warehouse, Inc.

  8851 E 34th St N Wichita, KS 67226-2624

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:05/22/2023

  Type:Customer Service 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.

  On May 10, TGW received a returned golf club from me (order #********). I was told that upon receipt of the returned club I would be given a store credit. After days of not receiving the store credit I reached out to TGW support and was told that the credit would be sent via email on May 15. By May 17, I still had not received the store credit so I reached out to support again. I was given an apology and told that the issue would be escalated to management and my store credit would be sent within 24 hours, however that was a lie. I reached out to TGW support for five consecutive days and was lied to five times and was told each time I'd receive the store credit within 24 hours. I reached out again today and was told it will be another couple of days before I might receive my store credit. This company is ********* and I'd prefer to be refunded as I cannot stand the idea of giving such a ********* company more of my business.

  Business Response

  Date: 05/22/2023

  Dear valued customer,
  We appreciate your feedback and sincerely apologize for any inconvenience caused while inquiring about the status of your playability return. After reviewing your order, we have confirmed that the playability return has been processed and an in-store credit for the returned amount has been applied to your account as of May 19, 2003.
  Please understand that when you send a playability return, it is not returned directly to TGW. Instead, it is sent to another company we are affiliated with. We can only issue the refund once we receive the necessary paperwork from that company. Once the return is received and processed, they will check it in and forward the credit to us. Subsequently, we will issue you an in-store credit or gift certificate. This entire process typically takes several weeks from the time you return the item until the in-store credit or gift certificate is issued.
  We apologize if this information was not clearly communicated to you previously, and we will promptly convert your in-store credit to a gift certificate if you prefer, I will redeem the instore credit on your account and send it to you in the form of a gift card to your inbox within four hours. Your order number is ********. We understand the importance of your satisfaction, and we apologize for any miscommunication that occurred.
  If you have any further questions or concerns, please don't hesitate to reach out to me directly at ********************. I will be more than happy to assist you and address any inquiries you may have. We greatly appreciate your continued support as a customer of TGW.com.
  Thank you once again for choosing TGW.com.
  Best regards,
  Esa **
  TGW.com Customer Care

  Customer Answer

  Date: 05/23/2023

  
  
  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,
  
  
  
  Dustin *******

• Initial Complaint

  Date:05/22/2023

  Type:Product 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 purchased a full catchers uniform on 4/28/23 for $******. The item description was for a ****** ******* ******* Catcher's Kit (14"-15"). The further description stated the helmet to be a size 6.5-7.25", the chest protector to be a size 14" , adjustable to size 15" and the leg guards to be a size 14." When I received the set, the helmet and chest protector were the correct advertised size and the leg guards were a 16." I contacted the seller to explain the issue and was given the run around for over a week. I finally received an email from the company stating that they fixed the description of the item. I sought help in getting the appropriately advertised sized leg guards due to their false advertising and was subsequently advised that the original item description for the leg guard size had been correct (at 16") since before I ever placed the order. This is in fact false and the company is trying to avoid any financial return shipping loss, etc. by making it out to be my mistake after they had corrected the online listing for the item. My order number is ********.

  Business Response

  Date: 05/23/2023

  Natalie,

  Thank you for providing your feedback, and we sincerely apologize for any inconvenience you experienced regarding your order. After thoroughly reviewing the details, it appears that you contacted us regarding an incorrect leg guard size. Our copy team has confirmed that no changes were made to the product description on our website after you reached out to us. The description provided is the original manufacturer's copy, and it is consistent with the information listed on the vendor site. The leg guards for this specific set are 16 inches, as indicated just below the leg guard description.

  We understand that there may have been some confusion or miscommunication regarding the product title. The title "****** ******* ***** ******* Catchers Kit 14in-15in" refers to the adjustment range of the chest protector, not the leg guards. We apologize for any misunderstanding that may have occurred.

  
  Regarding our return policy, we would like to highlight that products must be returned in new and unused condition in order to qualify for a refund or exchange. Unfortunately, since you have already utilized the remaining pieces of the catchers set and the product description was deemed accurate, the return was denied based on these factors. However, we value your business and your satisfaction is of utmost importance to us. As a courtesy, we are more than happy to accept the return of this set. Please find the return shipping label attached to this message.

  
  Once again, we apologize for any confusion or inconvenience caused. If you have any further questions or concerns, please do not hesitate to reach out to me personally at ******************************** and I will be more than happy to assist you and address any inquiries you may have. We greatly appreciate your continued support as a customer of *******************.
  
  Thank you once again for choosing *******************.
  
  Best regards,
  Esa **
  ******** *******

• Initial Complaint

  Date:04/07/2023

  Type:Customer Service 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.

  Ordered three dozen golf balls and one dozen free with order but was told the order was on March 30 a day late but my record shows from there site March 29. They have the wrong day IAM due the free dozen ********.

  Business Response

  Date: 04/07/2023

  Thank you for your feedback, Steven. We reviewed your order, and it was placed on 3/30 according to our system. The ******** buy 3 get one free promotion ended on 3/29. We were able to verify that you placed this order on 3/30 at 16:34, which is beyond the promotion date. The promotion time frame was stated in the promotional offer for the buy 3 get one free offer. This promotion is offered directly from the manufacturer and all dozens for this promo did ship directly from manufacturer. Since your order was made after the promo ended, your 3-dozen stock golf balls were shipped from our warehouse instead of from the manufacturer directly. I see in your order notes that you insisted that you placed the order on 3/29 and were asked to provide us with your original confirmation email which we did not receive.  Providing that email would clear any dispute on when the order was made on your end as our web team can decode to see the exact moment the order was placed into our system. The manufacturer runs this promotion each year and they do not honor any orders that are made beyond the promotion end date. Normally if there is a delay in our system it will be between 1-2 hours, but this order shows it was made at 4:34pm CST on the day following the expiration of the promotion. We do not keep the inventory to send out the free dozens each year to thousands of orders that come in for this promotion, which is why during this promotion time, the golf balls are sent to you directly from the manufacturer. This order shows we shipped the golf balls to you directly from our warehouse, which further lets us know it was placed after the promotion ended. We do apologize if you did not see that promotion end date, but we had it listed within the promo details. Your satisfaction is important to us, and we would love to continue doing business with you in the future. We will be sending you a free dozen from our inventory as a courtesy, this time. However, in the future, once a promotion ends, we cannot always honor it, especially if it is a manufacturer promotion and not one, we're running from our inventory. You can look forward to a dozen arriving within the next 3-10 business days. If you have any additional questions or concerns, please feel free to reach out. We are always happy to help. We thank you for shopping at our store and we hope you have a great day!
  
  

• Initial Complaint

  Date:11/09/2022

  Type:Customer Service 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.

  11/7/2022 $***A golf flub was purchased online but the picture online did not match the description online, On 11/4/2022 I talked with TGW and advised them that the tow did not match. She was going to have someone email me a resolution to the problem. I did not receive the email response and puchased the club on 11/7/2022. I noticed on a receipt that there was no picture but the description was not of the club in the picture. I call TGW again and talked with Stacey and her supervisor Kelley to advise them that I beleived that it was false advertising to present a picture that doesn't match the decription. Neither of the two agreed with me. I believe they are absolutely wrong. Of course they say that I can return it but that is not the point. If they don't have the picture of what is being decribed then say "picture not available" and stop trying to misslead the customer. TGW is a reputable merchant but they are wrong about this and need to change there policy.
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/11/10) */
  Thank you for providing your feedback Ralph. We set a high standard for ourselves and are truly sorry to hear that standard was not met in your interaction with us. We had a chance to review the club in question and we do understand your frustration with regards to the image. However, the images are manufacturer provided. It is standard to have the displayed image of the club as a 3 wood. This is the standard with all fairway clubs. This is also the image you will find on the manufacturer's main site. The 3 wood was available at one time. It has since sold out. The original uploaded, manufacturer provided, images do not change because an item has sold out. It will remain until the entire inventory for that club has sold out. The options available for the club head (5) wood and the loft are shown next to the image in the attributes. The description of the item added to your cart will also reflect in your shopping cart, on the final page of checkout, as well as on the final confirmation we send by email after an order has been submit. Once again, we do apologize for any confusion and inconvenience. Your satisfaction is very important to us. If you do want to return the 5 wood you ordered we are more than happy to provide you a free return label if that club does not work out for you. If you have any questions or concerns please let us know we are always more than happy to assist. We thank you for your continued business and support.
  
  
  Consumer Response /* (3000, 7, 2022/11/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not believe it to be "standard" procedure in the industry to missmatch thr photo with the desciption. I delieve the standard to be "No Image Available" if the correct image is not available. This is the ethical, non misleading way to present a mismatch. Please change your online sales practises to not mislead the customer.
  Thank you.