Complaints

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

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  Topgolf

  8750 N. Central Expressway Suite 1200 Dallas, TX 75231

• 

  Topgolf

  20356 Commonwealth Center Dr Ashburn, VA 20147

• 

  Topgolf

  301 Oxmoor Ln Louisville, KY 40222

• 

  Top Golf

  699 W Thorndale Ave Wood Dale, IL 60191

• 

  Top Golf

  1030 Memorial Brook Blvd Houston, TX 77084

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:01/05/2025

  Type:Billing 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.

  Ive been in contact with managers of TopGolf Canton over several months regarding refunding money that was incorrectly deducted from the TopGolf App Account.I put in $150 with a TopGolf promo adding another $50 on Oct 6, 2024 I added $150 with TopGolf promo adding another $50 for promo on Nov 1, 2024. I had a total of $400 on the app. The following events lead to $217.50 inappropriately deducted.I visited on 6/1/2024 with my dad and brother. I reserved the bay via the App. The original total paid via the App was $36.25, 25% of $145 total. This $36.25 was charged to my credit card, not to the TopGolf App balance. On the visit, we were required to give a credit card. My dad paid for food separately. I paid for the remaining Bay Reservation Fee on my own credit card.The staff couldn't charge the reservation to the App. She charged the remaining reservation fee to my credit card. We added tip to the staff member, and my credit card bill shows $133.00 paid that day (Plus the $36.25 initial deposit, on the credit card). For total of $169.25 for the bay plus tip.The App was also charged. On June 12, my App showed new balance $291.25.I called TopGolf offices with no resolution or follow-up. I went in person to the ****** location. I talked to 3 people, eventually a manager. We agreed a reasonable resolution to refund the App back to balance $400. (Add $108.75 to the App.)I later received a call from him. He had accidentally subtracted more money instead of adding. He planned to talk to corporate. He was hopeful to be resolved within 1-2 weeks. He recommended to check App, and expect it to be refunded.After this additional mistake, the balance on the App is now $182.50. The App did not get refunded. I later returned in August. I again met with a manager, I was given his business card. Still unresolved, I emailed him, *** *****, on 12/4/24 with no response.The balance is $182.50 today, not $400. This continues to unresolved.

  Business Response

  Date: 01/09/2025

  Our Operations Manager has been in contact with the player and has resolved his concerns. We look forward to welcoming the player back to Topgolf very soon! 

  Customer Answer

  Date: 01/10/2025

  I have reviewed the business response and accept this resolution.

  Everyone has been very kind and thoughtful throughout the process. I'm happy it is resolved and I feel like it is a fair resolution.

  Thank you.

• Initial Complaint

  Date:12/30/2024

  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.

  A reservation for 2 bays was scheduled for 12/27, which TOPGOLF CANCELED two hours before the scheduled event due to a water main break. I understand unexpected issues arise, the handling of my refund has been deeply UNSATISFACTORY. I received a voice message that states my booking was canceled and a refund would be issued in 2-3 DAYS.After the cancellation, I then received a refund receipt stating The following refund has been issued with the the original gift card number I used for the reservation. No where on the receipt does it state it would not be refunded to the gift card used, that a new gift card would be issued, that the refund would only be processed on a monday, that it will take 5-7 business days! However, when I attempted to use that gift card, the balance was zero.When I contacted Topgolf customer service, I was informed that refunds are actually processed through a third-party vendor (cashstar), and that instead of returning funds to my original card, a new gift card would be issued within 3-5 days, after speaking with a manager it was changed to 5-7 business days. Contacting ******** they have no record of my gift card.I did not cancel the reservationthey did. Refund policies for customer cancellations should not apply when business cancels.I am trying to rebook with a shorter time frame, without the refund, Im forced to pay. I will effectively be double-charged for THEIR cancellation, leaving a gift card balance after the new event has passed.This is unfair & deceptive, it places the financial burden on me for a situation I did not cause.I am requesting the following resolution:An immediate refund to the original gift card used, or a refund in a manner that allows me to rebook without additional out-of-pocket expenses.Clear transparency regarding refund practices for company-initiated cancellations.Topgolf must address this policy to prevent other customers from encountering similar financial inconvenience and frustration.

  Business Response

  Date: 01/02/2025

  A refund was issued in the amount of $82.50 via e gift card sent to ***************************** on 12/27/24. We cannot add the balance back to the previous gift card. In cases of all cancellations they are refunded via a new e gift card. Thanks. 

• Initial Complaint

  Date:12/23/2024

  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 am incredibly disappointed with my experience at the *** facility today. My boyfriend and I went for our first time and were treated with so much disrespect. When we first arrived we ordered drinks and the server, as well as other employee, denied his drivers license as a form of identification to order a drink because it has a peel in the corner. We were disappointed with how they handled the situation, but we moved on. Then our waiter never returned after that until 30 minutes later a different waiter came. We ordered waters and those did not show up for 20 minutes until we asked for them again. Our tv screen also was not on for ***** minutes until we finally were given assistance. The staff was so disrespectful and ruined our whole experience. We were willing to spend money to have a good time and it was ruined. We were not able to order food since the servers were not assisting us. This was a Christmas gift was about $128 total. I am so upset and disappointed with how we were treated after paying that price.

  Business Response

  Date: 01/09/2025

  Our Director of Operations has sent two emails to the player and left two voice mail messages. Included were his direct phone number and of course his email. To this point we have not heard back. If the Player would like to discuss this experience further please contact Director ***** ****** using the contact information he has provided. Thanks so much. 

• Initial Complaint

  Date:12/23/2024

  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.

  Formal ***************************************** at Topgolf *****, ** I am filing this complaint regarding my recent experience at Topgolf *****, **, on Saturday, December 21, 2024, at approximately 3:30 PM.I visited Topgolf with two friends and used a 30-minute free game play coupon. During the first visit, I used the coupon tied to my account, and we played for 30 minutes. After leaving the bay, we returned , and my friend booked a bay under his account and used his own coupon. The screen indicated the session was free, but after playing, we were presented with a bill for $32.When I disputed the charge, the manager, *****, claimed we could not use the second coupon, even though the terms and conditions do not state that separate visits with different accounts cannot redeem individual coupons. She refused to show any written rules supporting her position and threatened to suspend my account if I did not pay.After submitting a formal complaint through Topgolfs website, I received a call from the venue manager, **** *****. Unfortunately, the call was unproductive and dismissive. **** repeatedly attempted to prove me wrong but failed to provide any terms or evidence supporting his claim. He refused to continue the conversation after ***** minutes, effectively denying me the opportunity to explain my concerns or have them addressed.This entire experience was frustrating and humiliating. It ruined a day meant to celebrate my friends birthday, left me feeling disregarded as a customer, and resulted in an unjust charge that I was forced to pay.I request the following resolutions:1.A full refund of the $32 I was charged.2.A formal acknowledgment that my actions complied with the terms and conditions and an apology from topgolf.3.A review of management practices at the ***** venue to ensure professional handling of disputes.Thank you for your attention to this matter.Sincerely,******** Volodymyrovich **********

  Business Response

  Date: 12/31/2024

  Our Sr. ********** has worked directly with the player in good faith to understand and resolve the players concerns. However despite our best efforts were unable to reach a resolution as the players asks/demands were and remain far beyond what we might typically accommodate when trying to address a perceived service issue and the player was not acting in good faith to find resolution. 
  

  Customer Answer

  Date: 01/06/2025

  I am rejecting this response because:   
  I strongly disagree with Topgolfs response and their claim that I acted in bad faith. I followed their promotional terms and conditions and did not violate any of the stated rules. My actions were entirely consistent with what the promotion allows.
  
  
  If I were acting in bad faith, I would not have taken the time to escalate this matter to the BBB or attempted to resolve the issue directly with Topgolf. In contrast, it was their venue manager, **** *****, who refused to continue our phone conversation after only ***** minutes, leaving my concerns unresolved.
  
  
  All I have sought is a fair resolution to this situation, and I am disappointed by Topgolfs unwillingness to acknowledge their own terms. I remain open to resolving this matter amicably and in good faith.
  
  
  Sincerely,
  ******** Volodymyrovich Bondarenko 
  
  
  
  

• Initial Complaint

  Date:12/10/2024

  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 had an absolutely terrible experience at Topgolf recently. From the moment I arrived, the customer service was shockingly poor. The attendant was beyond rude and downright insulting. I was carrying to-go coffee cup in my hand, and instead of handling the situation professionally or politely explaining any rules, they rudely demanded that we leave in the most condescending and disrespectful way possible.He mentioned that his name was Loui was extremely rude, RACIST, and lacked ethics and manners. Ive never been treated with such hostility at any establishment. It completely ruined what was supposed to be an enjoyable outing. Topgolf seriously needs to work on training their staff to treat customers with basic respect. I will not be returning, and I would strongly caution others to think twice before going there.

  Business Response

  Date: 12/31/2024

  Our Guest Services Manager, **** ****, has been in touch with the player and addressed her concerns. They reached an amicable resolution and we look forward to welcoming the guest back to Topgolf soon! 

• Initial Complaint

  Date:12/08/2024

  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.

  Nov27, 2024 I requested to cancel the $23.32 reservation 3 times, talking to 3 different people. No one said reservations could not be cancelled. Spoke with Cat requesting help to cancel reservation; requested help with email change. She agreed to both and said I would receive email but I did not receive email. So I called back explaining I had just spoke to Cat and had not received email - no explanation just forwarded me to ******. Spoke with ****** from events requesting help cancelling reservation and changing email. He asked with email was correct.

  Business Response

  Date: 01/30/2025

  This reservation was booked on the 24th of November for the 24th of November. Same day booking. Our policy requires reservations to be canceled 24 hours prior to start time. This was actually canceled on the 27th. Three days after the start time. As I am not sure of the particulars of why this was canceled days after it was to take place I have gone ahead and issued a refund of $23.32 to the Player Amex. Thanks. 

  Customer Answer

  Date: 02/01/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:11/16/2024

  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.

  On November 9th I took my children and 2 other Family members to Topgolf. Originally I scheduled two bases however several people canceled and I called Topgolf and told them that I would no longer need the second bay. When we arrived on that Saturday, I was told that I had no choice but to pay for the second bay. I did not want to disappoint my children, especially my youngest. However, it was already my intention to contact their business to discuss a refund for the second bay. Upon speaking to them, it is clear that they have no intention on issuing me a refund. As I was told that I would receive a call back And have yet to hear back from anyone.

  Business Response

  Date: 11/20/2024

  Our Office Manager has spoken to the player to review. This group had 7 players. A single bay can only hold 6 players. Player contracted for two bays, and due to her headcount had to use both bays, and she did use both bays. She did not speak to a Manager the day of to raise her concerns about only wanting a single bay. However as stated, with that number of players two bays are required. 

• Initial Complaint

  Date:11/15/2024

  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 received 2 $50 Topgolf gift cards for Christmas 2023 from son and daughter in law. I tried to use them today and both say there is no balance. Have not been to Topgolf since November 2023. I went to the Topgolf website gift card balance page and both indicate no balance. Where is my $100.

  Business Response

  Date: 11/18/2024

  More details will be required to investigate this matter. Please provide the email address used when ordering these gift cards, the date of the order, order number along with the Gift Card number and PIN to ******************************************* The most critical info there is the Card number and PIN. The rest is nice to have. Please note if these gift card were purchased through a 3rd party retailer or Gift Card reseller you would need to follow up with that merchant as we would have no records of that transaction. Thanks. 

• Initial Complaint

  Date:11/03/2024

  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.

  When booking a reservation, you must pay a deposit, understandable, however, you are able to make a reservation for a later time of the same day. This causes an issue with their 24 hour cancellation no refund policy. Reservations can't be modified, therefore when user errors or simple mistakes are made, especially for a same-day reservations, TopGolf is just claiming that deposit. You would think there could be some adjustment for same-day reservations where there's a maybe 30 minute grace ********* specify for my case, I made a reservation for two hours and paid the $35 deposit. I then realized that because the entire app is all dependent on the location selected, the reservation was made in another state that I had visited earlier this year. I called customer service hoping they would just be able to change the location, but they told me they don't modify reservations and I would have to cancel. I then look in the app and it tells me I can't get a refund even though I JUST made this reservation. It's absurd that it can't even be modified and I have to just settle for a loss of $35.

  Business Response

  Date: 11/05/2024

  Our cancellation policy to receive a refund is that the reservation be canceled prior to 24 hours of the reservation start time. As such anyone booking a reservation less than 24 hours is agreeing to that policy and would not be able to cancel and be refunded. In this case seems there was a mix up on the venue the player was booking. Our **************** team issued a refund when she emailed us on Nov 3rd and explained the situation. I also reviewed the phone call placed by the player to customer service on the 3rd. During that discussion it was not mentioned that the reservation was for that same day. If that has been covered off on we would have refunded it at that time due to this being a mix up with the venue. The refund issued on the 3rd should post to the players ********** in 3-5 business days. Thanks and we look forward to hosting the player again soon! 

  Customer Answer

  Date: 11/12/2024

  I had filed a complaint with you guys but I also had emailed the company. I did get financial compensation/refund back from them, so that won't be an issue anymore. I would still like to be contacted about their issues in the app. Complaint #********

  Sent from ****** ********* (********************************************************************************)

• Initial Complaint

  Date:10/29/2024

  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.

  On 08/27/24 I paid for a future bay reservation. When I bought this future reservation, it was not clear that it would expire in 60 days and not be eligible for redemption on Fridays and Saturdays, which is all problematic in my opinion. The expiration date was also placed on a Saturday. When I attempted to redeem it the Friday before it expired, hoping to reserve a spot for Sunday or Monday, it would not allow me to redeem the offer. When I reached out for assistance, I was told there was nothing they could do for me and I would not receive a refund or credit toward my account. When I asked for more clarification, they never responded. So they took my money, I received nothing in return, and then they told me tough luck and then ignored me. However, the terms and conditions stated that the offer used standard refund and cancellation policy. It was also bundled with another purchase at Topgolf, so I could not take it up with my credit card company either. Nothing about this offer makes sense to pay money and not receive even a credit toward my account. They also showed total lack of customer service or caring about retaining customers.

  Business Response

  Date: 10/30/2024

  This product purchased in this offer (the second reservation) is only available for 60 days after purchase and can only be used Sunday through Thursday. Those details are disclosed up front to the consumer twice in the purchase process. Not buried in the T/C but up front. Two of the five bullets that are listed as "Offer Details" address just those two items. See attached screen shots of that disclosure. It is not possible to refund the $29 at this time. However as a sign of good will I have processed a refund for the deposit that the consumer put down on his first reservation. He should see that back on his Mastercard in 5-7 days. 

  Customer Answer

  Date: 10/30/2024

  I have reviewed the business response and accept this resolution. However, I will not be using their services again and believe their customer service is poor.