Complaints

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• Initial Complaint

  Date:11/07/2023

  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.

  On Oct 17 I ordered a set of golf clubs from MacGregor Golf's website as they posted on their website that this set of clubs was designed for taller men. Their site even stated that a driver with a 45" shaft length was advised for someone who is 6'7" and I am 6'6". I ordered the clubs and they were delivered a few days later. The day they arrived I opened the box and examined the clubs to find that they did not send me what I had ordered. They sent me a standard size set of clubs and the driver was the same length as my old clubs that are too short. I immediately requested a refund and for a week their "customer service" representative played a game with me refusing to process my refund. After a series of roughly 19 emails back and forth they finally sent me a prepaid shipping label for ****** I brought the clubs to ***** and shipped them back and now MacGregor Golf is refusing my full refund. This is a classic example of Bait and Switch and they are not refunding my money. I am expecting a full refund after they failed to send me what I paid for. I will attach the invoice from initial payment as well as the refund notification I received. If you would like to email chains please let me know and I can forward them all to you.

  Business Response

  Date: 11/08/2023

  1/ We don't offer free return postage, unless we are at fault, as stated on our website, and in terms and conditions that were agreed to. 
  
  2/ Customer ordered a standard length golf set. Standard length in the golf industry is widely understood to be designed for golfers from 5'6 to 6'1. At no point does it say on that product that it is for tall men.
  
  3/ We received the exact item back that the customer ordered. It was the correct item.
  
  4/ The customer is 6' 7". This is well beyond what 'standard' would cover. The customer would have been better off with a +1" longer set, in fact really at that height needs +2", which we don't offer at all.
  
  5/ At no point on our site does it state that a 45" driver is suitable for someone 6'7". I suspect this is a recommendation from someone unrelated to us, that the customer has accepted as gospel. The customer states they have email records of everything - if they can show evidence of us making that recommendation, then we will stand by that and of course issue a full refund.
  
  6/ The customer states their existing driver is 41". No manufacturer has made a standard driver of 41", ever. The customer states ours is the same length; I'm attaching a photo showing the measurement of the driver the customer received and returned, showing it as 45", using the official measurement technique approved by golf's ruling bodies.
  
  7/ Customer was clearly advised we would charge the return shipping fee via withholding it from the refund, BEFORE they sent it back. "The label cost of $13.64 will be deducted from your refund once the set is received". The customer used the returns label provided with that caveat, so was fully aware that we would be deducting it.
  
  8/ We suspect the customer has a knowledge gap on how to measure clubs, along with some bad advice from friends, and that they are frustrated by that. We asked multiple times for them to send a photo of how they were measuring the driver, and even included diagrams showing the correct way. They continually ignored this.
  
  9/ I have reviewed every interaction our staff have had and they have remained polite and courteous. I've attached a copy as well. 
  
   

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20813363
  
  I am rejecting this response because:

  Company failed to deliver what it advertised on its website. This is bait and switch, they advertised one thing and then shipped something else. Then they made the consumer pay for their mistake. Please see the images taken from their website for this product. They are blatant con artists and are now sending vulgar accusatory emails to me as they know they are at fault but refuse to admit their illegal actions. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 11/13/2023

  The customer has provided no new information on their response - screenshots of our website show our driver as being 45", which it is. We've already provided photograph evidence of our driver measuring 45".

  The customer states their old driver and our driver are both ****". No golf manufacturer has made a ****" driver.

  We have also provided instructions to how to measure clubs correctly, according to golf's governing body, which the customer fails to acknowledge.

  How they have measured it is just wrong. Every time we send those instructions showing the correct way to measure, they ignore it (even in this case).

  They even admit the fault indirectly - that our driver (from the standard set they ordered) is the same size as their old standard size driver. Yes - two standard sized drivers are the same standard size.

  The customer has had to pay $13.56 for return postage because they made a mistake, in line with our published policies. To say this is a bait and switch scam just shows their lack of understanding again - we're already down the outbound postage which we included in the price - no one is winning here. $13.56 is no profit - it is the return postage cost. The customer could have paid for return postage themselves for a full refund. We also advised them that we would be charging that before they used the return postage label we provided.
  

  Since then, the customer has now suggested we are 8 year olds with a mental ******ation - his words - and I'm not having my staff be subjected to that abuse. It's not acceptable.