Complaints

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• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair 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.

  Customer need driver shaft replaced. Customer asked for cheapest stuff flex available. When customer picked up the club it had a regular flex shaft inserted. Customer asked if it was a regular flex customer was informed it was. Turns out it was a regular flex. As customer was leaving town a friend attempted to return. Not only did the customer pay for the ordinal shaft, the customer was required to pay ***** for a new shaft(that he had already asked for.) The stiff flex was ***** the one the business put in by mistake was *****. What gives Mitchell?

  Business Response

  Date: 09/29/2022

  This customer made a ****** review that is posted below with my response. The shaft installed was a stiff flex of the cheapest shaft we have, which is what he asked for. It certainly was not an equivalent shaft to what was broken but he did not ask for that, he asked for the cheapest stiff shaft. You will see the customer changed his story slightly from the ****** review. It turns out the golf club belonged to a friend and he had borrowed it. The owner of the club came back to our store and asked about the shaft and was told his friend asked for the cheapest stiff shaft we have and that is what was put in. The owner said his friend did not tell him that and that he wanted an equivalent shaft to what it was originally. We told him it is normally $95 but we would do it for $75. I do not see where Mitchell Golf is in the wrong anywhere. I have owned this business for 45 years and we know how to do our work correctly. If the Better Business people feel Mitchell Golf is in the wrong, please get back back to me and I will do whatever you feel is right. Bill Mitchell

  *****************************
  

  
  1 review
  2 days agoNEW
  Would not even give 1 star. Customer needed driver shaft replaced. Asked for the cheapest stuff flex available. Upon pick up a regular flex has been installed. When the customer asked if a regular flex has been installed(testing the flexibility with a waggle, the employee disputes the efficacy of this, stating I dont know what that does. As the customer was leaving town, a friend attempted to remedy the situation. Ended up paying ***** dollars in addition to the ***** already payed for the right shaft originally requested. ***** for the stiff flex ?? unprofessional throughout.
  
  Like
  Response from the owner3 days ago
  Hi *******, I am sorry you feel that we were unprofessional in the way this was handled. The thing that was missed was telling you that the cheapest stiff shaft will not be the equivalent of the shaft that was in the club originally, and was broken. Stiff shafts have a huge range of true stiffness. If we handed you a Xxio driver ($700 club) and you waggled it, you would say that is not a stiff. I would say you are right, it is not very stiff, but it is an ultralite stiff from Xxio and they are trying to get more distance from that combination, it would not work well for a high swing speed player. The shaft you were replacing would cost over $180 if it was sent to TaylorMade Golf to be replaced to the original. You did not request the $95 shaft that is more comparable to the original, you wanted the cheapest stiff shaft and did not ask if that would be an equivalent to the broken shaft. We did what was asked of us and then had to redo the work to put in an equivalent shaft, which we did at at discount. We do hundreds of club fittings a year, with a emphasis on getting the correct shaft into our customers hands. Unfortunately good quality and cheap, do not go hand in hand. We do sell hundreds of clubs a year with the cheaper graphite shaft you got and they do work for slower swinging golfers desiring lower priced clubs, but not for high swing speeds. There are no cheap shafts that work well for high swing speeds and the club you brought in was not a cheap club. I hope this helps you understand some of the complexities of golf shafts. *****************************, owner, serving golfers for over 40 years.
  Edit

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18125504
  
  I am rejecting this response because: I did not change my story. Asked for cheapest stuff flex and got a regular flex put in my club.
  
  Sincerely,
  
  *****************************