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 has 19 locations, listed below.

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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:09/25/2024

  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.

  I was accosted while going to the bathroom by my server. My girlfriend wanted to go to the bathroom, I also had to go so we went together. The man that was serving us came around the corner and said yall gonna pay for this right? I and my date felt very disrespected. People were looking at us like we were criminals. I asked to speak to a manager..excuses for his behavior were made saying well it happens all the time.. I felt threatened by the server.. please contact me and pull footage to back up my claim..

  Business Response

  Date: 10/09/2024

  We have attempted to contact the guest to discuss their concerns however we have not been successful. Guest is welcome to return our phone calls at the number provided. 

• Initial Complaint

  Date:08/19/2024

  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.

  I wanted to surprise my brother with a birthday party at Top Golf& include the whole family, 13 of us, since he &my dad really enjoy golfing & been wanting to get the others into golfing too. I looked online & downloaded the app to make sure I was RSVP'n correctly and to see if they had any deals. That's when I found their Topgolf Heroes Program; I am a recent Veteran who served 8 years. On this page it discusses all who qualify, which I do. Then it continues to say what "Heroes get" such as 10% off Game Play and other things. Then below it says "Hit the button below to plan your visit now and show a valid ID to your BAY HOST when you arrive". So, that is what I did, I clicked "PLAN A VISIT". And before booking it, I did attempt to book it "normal" because on the Heroes page it didn't ask me anything about my service nor did it look any different from booking on the non-heroes page, so I wanted to make sure I did it correctly. So, I went back and clicked on the "plan a visit" from the Heroes page & booked 2 bays for 8/11/2024. Upon arriving, I told the check-in agent that I have military proof as requested on the website, he said to notify my BAY HOST, which I did right away as we sat down at our bay, who then told me at time of paying, he will notify the manager who then told me that I will receive a call tomorrow from their treasury department because she believes we had to indicate military at time of booking. (Which nowhere besides "plan a visit" on the Heroes' page indicated anything to be inputted. In the fine print it does say "notify your Event Sales Associate and provide a valid ID prior to confirming your event." But we didn't have a Event Sales Associate besides our Bay Host. A week later, I still have not received a call as promised from the Manager, but I did receive a survey the next day from ***********************, Director of Sales, who I left a voice message on 8/14 explaining that I wanted to talk before conducting a survey; I still have not heard from her.

  Business Response

  Date: 08/20/2024

  A member of our Leadership team has been in contact with the player and resolved the issue to her satisfaction. We look forward to welcoming her back to Topgolf! 

  Customer Answer

  Date: 08/20/2024

  I have reviewed the business response and accept this resolution. My family and I are looking forward to going back and having a great time. 

• Initial Complaint

  Date:08/15/2024

  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.

  I have been trying to redeem my gift card that I received in 2017 and I keep being told it's invalid. It's never been used and I have been saving it since they don't expire. I emailed and called several times no response

  Business Response

  Date: 08/26/2024

  We have been in contact with the player and are working to resolve her concerns. 

• Initial Complaint

  Date:08/07/2024

  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.

  My family and friends took me to Top Golf Charleston the day after my birthday - Tuesday 7/30 at 7pm. It was half price night. My daughter paid for the bay for golf. We had friends join us about 8pm - they brought their food and drink from the bar area and came to our bay (#*** I think) with their food.My wife had a *********, I had a beer, we had the pretzel bites and a chicken dip. The only bill that was presented to me was for $109.94 - expensive for what we got... but hey, it's Top Golf. I paid with two $50 gift cards and the waitress came back with my bill - again, the only bill that was presented to me - for $9.94. I tipped $20. My total obligation to Top Golf, after using the gift cards and leaving a tip should have been $29.94.The next day I looked at my bank statement and saw not one, but two pending charges from Top Golf. One for $9.94 and another for $156.33. I clicked on the pending charges and it said that they usually clear in 2-3 business days. So I waited...By Friday 8/2 the pending $9.94 had disappeared and the $156.33 was no longer pending, it was charged to my card. SO I called Top GOlf and spoke with "*******" by calling ************ about 1030am EST. She took all my information and said someone would get back to me. Despite my calling back, no one ever even attempted to rectify the issue - other than asking me for the gift card numbers I used. I told them, like a normal person, when I paid with the gift card (1) the waitress didn't return them and (2) I didn't ask for them back.I even tried to engage with them on their social media channel on Instagram. Same result: (1) initial engagement by Top Golf, then (2) ignoring all attempts at communication.I've filed a dispute with my bank and they at least temporarily credited my account for the $156.33. But that's not the point at this point. The point is Top Golf's fraud, made worse by garbage customer service.

  Business Response

  Date: 08/12/2024

  A member of our mangement team has been in contact with the player. We were able to resolve the issue to his satisfaction and look forward to welcoming him back to Topgolf. 

  Customer Answer

  Date: 08/12/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/04/2024

  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.

  Dear TopGolf.In the past, we have had great experiences at TopGolf until today. We ordered food, I had to track down a waiter for napkins. The waitress was virtually nonexistent and when she did return to our bay we asked for ice. Before that we asked another waiter for more ice. He delivered the ice and then over 40 mins later our waitress returned with the ice. The food was bad, it was cold and one of the hamburgers was overcooked. The final straw was that I have a $200 gift card, we tried to use it and the manager said that they don't take gift cards anymore. So, before leaving I stopped by the front desk. They were willing to help however, once they noticed that I had already closed out the bill they said that they couldn't reverse the charges and use my gift card. I guess that is one way to get people to come back to this TopGolf location. This was the first time that we visited the ********* MidCity location and will be the last.Since I have paid $183.93 for this really bad experience, just send me a check for the $200 gift card. The $183.93 includes the 25% deposit to reserve the bay.Thanks,*****

  Business Response

  Date: 08/26/2024

  Our Director of Operations has made multiple phone calls as well as emailed the guest to try to reach him to discuss this concerns. To this point we have not been able to contact the guests. 

• Initial Complaint

  Date:07/31/2024

  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.

  My children bought us a $200.00 Top Golf gift card. This was about 3 years ago. At that time, my husband had a health issue (frozen shoulder) and couldnt swing a golf club; AND Covid made this activity near impossible for some time. July 20, 2024 we went to TopGolf and spent over $400, and gave our gift card to Top Golf *******************. They would not accept. Our email explanation said in 2023 this gift card was deactivated and refund issued. We did not do this. A company would Never do this. I have never been able to get $$ for a gift card. This is a scam. We never received any refund on this gift card. Absolutely. NEVER

  Business Response

  Date: 08/14/2024

  This gift card was not purchased from Topgolf. Appears it was purchased at a retailer, ******* Kroger, Target etc. As such we have limited information and no proof of purchase. Researching I can verify that the balance on this gift card was checked on 4/23/19 and again 6/3/19. Both of these balance checks were prior to the card being activated. This happens when someone scans the card number and pin in the store, then checks the balance some time later hoping someone had purchased the card and loaded funds onto it. Then they "steal" the funds. This card was activated on 6/17/21 and loaded with $200. On 2/10/23 we received notification from our Gift Card vendor of a large number of cards that had been sold at retail that had balance checks done prior to the cards being activated. All of those cards including this one were deactivated as potentially compromised. The original purchaser would then have to provide proof of purchase and seek recourse with the retailer who sold them the card as again these were not purchased from Topgolf.  As a courtesy we have replaced this gift card via e gift card in the amount of $200 on 8/2/24. Typically this would require some evidence of purchase but given the age of the original purchase I understand that is not likely to be available. Order number for the replacement card is CBD6K5XTFW and was sent to ************************** 

  Customer Answer

  Date: 08/14/2024

  I have reviewed the business response and accept this resolution.

  THANK YOU for being Fair with your honest customers.

• Initial Complaint

  Date:07/11/2024

  Type:Billing 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.

  Reservation for 7/5/24 was canceled on 7/3/24; however, the $25 gift card used to make the reservation was not provided until 7/8/24. That caused me to use my credit card to pay towards the attached receipt. I would like a refund for $25 to my credit card and have that charged to the gift card instead. Good customer service is providing refunds on gift card promptly rather than making people wait till Monday of the next week.Please call me to discuss rather than emailing back and forth which is inefficient.

  Business Response

  Date: 07/26/2024

  Refunds to gift cards are indeed processed on Mondays. This means refunds can be issued to guests in less than 1 day or up to 7. Five to seven business days is not an unusually long period of time for refunds to process. 

• Initial Complaint

  Date:07/06/2024

  Type:Billing 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 made a reservation that was canceled and it never refunded $25 back to my gift card. I had to pay using credit card as the gift card showed $0 balance at the time of checkout.

  Business Response

  Date: 07/11/2024

  This gift card was activated on 6/8/24. It was a $50 gift card. The card was used on 6/30/24 at ********** for $25.00 and the remaining balance of $25.00 was used on 7/3/24 at **********. The 6/30 reservation was canceled and the $25 was refunded via an e-gift card sent to the email address used to book the reservation and that refunded amount was then used to book another reservation at ********** for July 6th. Its important to note that this gift card, and the reservations and subsequent refunds are not linked to the name or email of the person who opened this BBB case. The name and contact information of the consumer who opened this case is not linked in any way to the owner of this gift card. There is no refund due on this gift card. 

  Customer Answer

  Date: 07/11/2024

  I am rejecting this response because Topgolf ignored the issue at hand which is that the gift card system only provides new gift cards for refunded reservations on Mondays. That caused me to use my credit card rather than the gift card which I bought for a discount. If they would have taken the time to pick up the phone and ask for my receipt and proof of purchase, I can provide it.

• Initial Complaint

  Date:06/03/2024

  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.

  To Whom It May ********* wasnt satisfied with my recent visit and have been a loyal customer for many years. The fan and games werent working properly. We informed the server about it, but nothing was resolved. The service was mediocre since the server was barely present to take orders or refills until the check closing. The games didnt load properly so it wasted our group time and we spent over $100 for games/food. The ladies' restroom had debris everywhere. So overall it was a disappointing visit compared to my previous ones. So I'd like to request a partial refund for the amount spent during this visit due to all of the issues.Thank you,***

  Business Response

  Date: 06/04/2024

  We have no way to tell what location this guest visited. We show no membership under this name or email and the phone number is a business that says they have no knowledge of anyone by this name. We will need more details, including a valid phone number, date of visit, location visited in order to investigate any further. Thanks. 

  Customer Answer

  Date: 06/04/2024

  receipt attached as proof of visit

  Customer Answer

  Date: 06/04/2024

  I am rejecting this response because I have proof of visit as requested.

  Business Response

  Date: 07/29/2024

  Our Office Manager, *************************** has been in contact with the player to discuss their concerns. Thanks. 

  Customer Answer

  Date: 07/29/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/16/2024

  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.

  I purchased $1000 worth of gift cards during a recent promotion to use for my sons 16th birthday. Because our group is 15 golfers (they consider it an event) I was told I had to order additional food and beverages that tripled the cost. I agreed because we had already sent out invitations, but was then told I could not use the gift cards on an event. So now I will be paying over $2000 for a 2 hour 16th birthday party for my son and his friends. This is unacceptable but I had already signed the contract before I was told I could not use gift cards. I have tried calling the number from the gift card confirmation email and keep getting hung up on. I also can not get any help from our local top golf. The only person I have talked to is extremely unhelpful.

  Business Response

  Date: 05/02/2024

  Gift Cards are not a valid form of payment for certain products or services at Topgolf. That includes event bookings. That is disclosed on the physical gift cards and also online should they be "e-gift cards". Its also disclosed that Gift Cards are non refundable. That is standard practice across gift cards from virtually all brands. The guest was advised that gift cards could not be used toward this event prior to booking this event and choose to proceed. Topgolf has no recourse to refund these gift cards, however they are good forever, they do not expire and incur no dormancy fees. For more information on what these can be used for please visit ***********************************************************;