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

  1500 Andrews Parkway Allen, TX 75002

• 

  Top Golf USA Canton , LLC

  777 Dedham St Canton, MA 02021

• 

  Topgolf

  588 N Gulph Rd King of Prussia, PA 19406

• 

  Top Golf

  1111 24th St N Birmingham, AL 35234

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:03/11/2024

  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.

  On Saturday, March 9, 2024, I made a reservation for 1 bay at Top Golf in ***************, **. The reservation was made through their Top Golf app. Through the app, once you select the date and time and provide the number of players (we had 6), the text at the bottom states the following, "Includes two hours of game play in one bay, starting at the selected time. 25% deposit due at time of booking. Max ******** of 6 players. Note: game play cannot be extended. More Info [hyperlinked]". When you click on the hyperlink, the pop up states, " - Booking fee applies and is included in the rate. - Prices do not include a $5 one-time Lifetime Membership fee for new players. - Must be 18+ years of age to book". The use of the term "deposit", implies that I will be paying for a portion of the costs now, to be applied to the final bill once the event is over. Once you move to the next screen, there is a summary of costs that includes game play, booking fee, tax, total, and 25% deposit due at that time, which is 25% of that total. At the bottom of this page is payment method info and again restates 25% is due and this is the amount that I am paying at that time. We did not find out until we received the bill that the "deposit" is actually a reservation fee and is not deducted from the total bill. So the customer ends up paying the 25%, plus the total costs of game play, booking fee, food, drinks and taxes. This is a very misleading practice and is very much a bait and switch practice. Given the volume of customers that this facility brings in on a daily basis since they opened, I imagine a significant number of customers have been impacted.

  Business Response

  Date: 03/12/2024

  The documentation provided by the guest clearly explains that the total would be $159.51. Of that total 25% is due at time of booking and the remaining 75% due day of the reservation. No where in any copy does it suggest that the 25% is going to then be applied to the remaining balance. Its regrettable that the guest is interpreting this otherwise, however the line item invoice at check out is very clear and never suggests that the "deposit" is anything other than pre-paying 25% of the total price with the remaining 75% being due the day of the visit. I have attached another view of the same policy. Its bit redundant as its the same as what the guest provided: "NOTICE: 25% deposit due now. Remaining 75% balance due in venue day of." The booking fee is included in the total price and that amount is clearly disclosed and lined out as part of the total due. If the guest would prefer to not pay a booking fee in the future they are welcome to walk in as reservations are not required to visit. 

  Customer Answer

  Date: 03/12/2024

  I am rejecting this response because it is incorrect.  I was charged the 25% fee upfront and then charged 100%, not the 75% that TG suggests.   

• Initial Complaint

  Date:03/03/2024

  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.

  1st this is a bad business they are basically stealing money from people who made a reservation days in advance when you can make a reservation online on the day and it was half price for all others that's just unfair and shouldn't be legal. It's theft by deception in my eyes I booked a bay for 6 people I paid $155 for the bay plus tax and a $5 fee for every new player which was all of us after receiving horrible contradictory statements from the manager or the man claiming to be the manager I looked online and all day was half price so people around us were paying $55 or around that amount depending on time of day and I paid 3 times that for reserving a spot and paying a 25% down payment I don't understand how that's fair or legal. Also the man claiming to be the manager with our second hour approaching our waitress asked us if we wanted anything else to eat or drink we ordered 3 appetizers and it took almost an hour for the food to come out the waitress said she spoke with her manager and he said he would give us some extra time to eat but after a couple minutes maybe 5 at the most the Man approached and said he would help us carry our food somewhere else to eat because they had another party showing up? That's a complete turn around from what was just said and when your spending $300 plus on a couple appetizers and golf you would expect some leeway for you to finish your food that just came out after taking extra time to be cooked that's the point of ordering food is to eat it not get pushed out the door after you get your food. Needless to say this place was lacking in edict and general courtesy then you rob me of money put our $175 golf bill on a check that you say you can't split between people and expect me to tip on my golf and my food? Seriously what kind of business runs this way? Scam and rob as much as you can order food but have to take it home what is wrong with people this was sad because up until then it had been a great experience then it was not

  Business Response

  Date: 03/20/2024

  Our Director of Operations has tried multiple times to contact his guest to discuss his experience however we have not been able to reach him and he has not contacted us. We have provided him contact information to reach out to our management team. 

• Initial Complaint

  Date:02/18/2024

  Type:Delivery 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 Sunday, 2/18/2024, at around 7:30pm, I hit a hole-in-one in the brown target at the Pompano Beach, ** location next to the ******** Casino.Being a Platinum Elite member, I am *********** a $1,000.00 prize for doing so. Topgolf did not hold up their end of the agreement, based on the fact that I was playing in the "game mode"(as it is labeled on TOPGOLF'S computers), "TopPractice". I feel as if I was cheated out of $1,000, because there is nowhere(that I ever had access to, anyway), on their website, in the terms and conditions, that states which game modes I had to be in, in order to be eligible for the $1,000 prize, nor was it explained to me by anybody until AFTER I hit my hole in one.If I was given the opportunity to play with the knowledge of which "Game Mode", I could or couldn't be in, to be eligible for the prize, I would have been in that mode.Furthermore, being in TopPractice mode does not bring the target closer to you, nor you to it... it doesn't give you superpowers, nor is it a cheat code that gives you the attributes of ********************* therefore the difficulty of doing so remains the same.In conclusion, I feel like I am owed $1,000 by Topgolf of ******* Beach, *******. You cheated me out of what you agreed to pay out, and completely destroyed the excitement and joy of my first hole-in-one. At least hold up your end of the bargain. P.S. $300 a month, and about $70 worth of food and beverages each visit is what we spend... correction... SPENT at Topgolf ******* Beach, **. We play(ed), about three times every week. I will not be returning until this has been resolved. My partner(who was there, and witnessed everything), and I intend to share what happened on every social media platform that we have accounts with until this has been resolved.

  Business Response

  Date: 02/21/2024

  Our ***************** has been in contact with the player. We have resolved *********** concerns and look forward to welcoming him back! 

  Customer Answer

  Date: 02/26/2024

  The business has made it right in every way. Thank you.

• Initial Complaint

  Date:01/18/2024

  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.

  I was at ******** on *******************, virginia beach, ** ***** on 1/15/2024 at 11:13am bay 305 , check #**, ************ was my bay host.I was there with my 3 kids to play for one hour, then the guy at the desk said I should have book in the app, which was half off and I said can I do that, he stated that I should go upstairs and the bay host will adjust the price at the bay. A lady came over and I said one hour, she stated that I have to do 2 hours and I will pay half off, then bay host ***** and I told her what both associates said, she then proceed to find another associate to come over, and she said oh, she cannot adjust the price because she will get in trouble. i was like what are you talking about, 3 associates said me and the kids can play 2 hours half off, she then said oh she will give me $20,00 off. This was not the deal and I am disappointed with all these associates saying different things, all we wanted was to play some golf, not to be over charged $50,00 for 2 hours.I am requesting a refund of my money or half off. Then we were finishing up, when ***** said well I need to clean the bay, meaning we need to get out as soon as possible, while the kids were getting their stuff together.

  Business Response

  Date: 01/24/2024

  *********************** at the Virginia Beach location reached out to Bibi and offered the $50 refund requested, which she accepted. 

  Customer Answer

  Date: 01/24/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/18/2024

  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.

  We booked a reception for April 21 2024 in January of 2023. We agreed on date, time, menu, etc. and signed the contract. THEN they sent us an email saying the event menus changed so we should expect went fried cauliflower and hummus instead of fried *******************. Thats a no. They breached their own contract by doing this, something I quickly pointed out. So we reluctantly agreed to redo the contract with the same food at the same prices, they act like they did us a favor by hinoring their own contract. In this process, the food prices went up and the discounted back to our agreed upon price, but didnt discount the higher taxes and fees until I pointed out that mistake, too. They ended up giving us the room for another hour for free and again, added taxes and fees.THEN life happened (think of the worst medical news ever) and we had to cancel. The T&C states we forfeit 25% and should get back 75%. They keep sending us w9 and new vendor forms to fill out, citing its all company policy. Im not a dumb dumb so Im not filling out any of that. So here we are, still not refunded because they doubled down on asking for a W9 and other non essential paperwork that is not mentioned in the t&c. I still refuse to sign any of it so Im opted instead to contact the credit card merchant for a refund. DO. NOT. GO. TO. TOP. GOLF. EVER. p.s. did you know they got bought by ******** and have been doing down hill ever since?

  Business Response

  Date: 01/18/2024

  Our ***************** is in contact with the player and are working to resolve their concerns. 

  Customer Answer

  Date: 01/18/2024

  I am rejecting this response because:   they have offered to send a check - since it it took almost two weeks for them to offer me a refund and figure out their internal errors, I will not close this complaint until the check is received and cashed. . Only then will I consider closing this obscently arduous matter. We also need to discuss why they changed menus, breached their own contract, and expected us to comply. UNPROFESSIONAL!

  Customer Answer

  Date: 03/07/2024

  Top Golf did finally refund me, partially. Per the contract, if I cancel, they kept a percentage. But after they breached their own contract by changing the menu, and truly expecting me to oblige, I am shocked they felt fine breaching their own contract but decided to stick to the letter when it came to my refund. I am now on my second round of chemo and feel completely cheated by Top Golf. I WILL be leaving an extremely thorough and honest review when I am able. 

• Initial Complaint

  Date:01/13/2024

  Type:Sales and Advertising 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.

  As of December, 2023, TopGolf *** LLC was running a promotion through December 24th in which for every $50 online gift card purchased, they would also add an additional $15 gift card to your order for free. I had a made a purchase through their website on December 22nd. for 2 $50 gift cards and received confirmation that I had received them as well as 2 promotional credits of $15. I had also been charged by TopGolf to my **************** Credit for the $100 for the order. After receiving the gift cards through email, I was immediately sent an email from Top Golf that the gift cards as well as the promotional credits were returned by them with no explanation. I had attempted to contact customer support the night of the 22nd and the 23rd. They did not respond until the 27th, after the promotional period stating that they had cancelled the order and that if I wanted the gift cards I would have to reorder them without the promotion. Essentially, they had advertised a promotion that they chose not to honor. They offered no form of accommodation and would only honor the same gift cards if they purchased again without the promotion. This conversation was through email and the thread has been attached. They chose not to honor an advertised promotion and only responded to support after the promotion period had ended so they no longer had to honor it then either. On top of the total of $130 of gift cards I was supposed to receive, the **************** card that was used would have given me an additional $20 credit for every $100 order that has now passed. Due to the False Advertisement of TopGolf, I have lost a total of $50. I have asked Topgolf to honor the promotion due to the order being placed under full conditions of the promotion which they have denied and have now stopped contact with me regarding. I only request that they honor this promotion and now add the additional $20 credit I was supposed to receive.

  Business Response

  Date: 01/18/2024

  The player ordered two $50 gift cards through a merchant by the name of "CashStar". CashStar declined the payment and canceled the order as the order was flagged as "FRAUD". When they did that they also retracted the bonus game play cards as the whole order was declined. "Fraud" can mean a number of things. Could be that the address provided did not match the one associated with the credit card, incorrect CVV code, card had been recently closed for fraud, unusual pattern of transactions was occurring or any number of possibilities. That is determined by CashStar. Its their decisioning to accept and process a payment for an order or not. As for the $20 credit from AMEX, this was a card linked offer between AMEX and Topgolf.  The offer stated that the player needed to attend a Topgolf venue, use his **************** card for a certain value and then would the $20 credit be applied to his credit card statement.  Using his AMEX to pay for the online gift card order does not apply to this offer; the player needed to save the offer through his AMEX, attend the venue, pay more than $100 with his AMEX and then AMEX would apply a credit to his card statement. (Even if his online gift card purchase had gone through, he still would not have received the $20 statement credit). As a gesture of goodwill we have sent the player two $15 game play cards. Each good for $15 off an hour of gameplay. 

• Initial Complaint

  Date:12/31/2023

  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 I visited TopGolf ********* today. We arrived at 2 pm, put in a food order at about 2:15. I had 4 children with me. It took 45 minutes to get 1/2 of our order. The waitress said this was normal and the rest of our food had to be entered separately and should be out soon. Our food did not arrive until 3:25 pm, 2 burgers and 1 pizza flatbread. Before the food arrived I went to speak with the manager. He said they were aware of the problems in the kitchen and he would compensate us for the late food. I went back to my table and the food arrived at 3:25 ish. My kids who did not receive their food already were already screaming how hungry they were. When the were checking out, the manager provided no compensation on the bill. When I inquired, he took off $20 from a $270 bill. I did not understand because he said he would comp our late food. To me "comping my late foods" means taking off the price of the 2 burgers and pepperoni flatbread. He said no. Comp is $20. When I said that is not my understanding the word "compensating for late food". He argued but offered $30 off, I said ok thank you, but that is still not the retail understanding of compensate which would have been about $42. He got angry, and said he doesn't have to offer anything and stormed off. Is this how your managers treat customers who bring 4 kids to play golf? Is it really ok for him to lie and have a hissy fit? I think not. This was terrible food experience and experience with "management." Shameful. This is booming business that hates its customers. I want a refund for the 2 burgers and pepperoni flatbread as the manager originally promised approximately $42.

  Business Response

  Date: 01/17/2024

  Management has contacted this Player to discuss their concerns. 

  Customer Answer

  Date: 01/17/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/20/2023

  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.

  We booked a corporate event party for our company around Oct 16th 2023. When booking the sales person told me that they have fixed the menu items for our order on the back end to what I wanted. I also requested that we get bays on the Third floor and she said that she would put that request in. None of this was done correctly. When we got to our party on Dec 16th 2023, they told me that we are going to be on the second floor. I told the mananger who was their named ****** that I had requested the Third floor. She said that she did not see any notes on the account for that. I was like ok fine. Then came the food items. They told me that I had ordered items which I did not order. They told me that there was nothing that I could do. And my Sales person ****** messed this up. I just could not believe this because I had told everyone like allmost 40 people what we were going to have. They did not get anything that I wanted them to have. This was our third year doing this and It has very been this bad. Also once the waiters came out. We initially has one person then we had two because we had 6 bays. One person was *** for around an hour or more. The excuse that I got was that, that person had to have a break because he had been there since 7am and needed to have a break. I was like whatever. also then we ordered food from the menu. The food that came out was wrong it was not what we ordered. and the "Cheese" dip that we order was ice cold. Then comes the drinks. We ordered drinks and it took forever for us to get them. This is also because they only have one person helping all of us. Then the people who were bringing food out to us did not know how to say the name of the pizza that we ordered. This was by far the worst service ever. I have also called the Director of sales and Corporate and its been 5 days since the event and no one has called me period. We will never be back to this place again.

  Business Response

  Date: 12/24/2023

  The Director of this location has been in contact with the guest. As a good will gesture we have issued a partial refund for this event. We look forward to welcoming this player back to Topgolf. 

• Initial Complaint

  Date:12/05/2023

  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.

  You're filing a complaint against Topgolf as you noticed double taxation on your receipt. The primary table receipt had an extra tax of $8.01, and for drinks and food, there was an additional tax of $7.50. The subtotal included re-added food, tax, and liquor tax. It appears there were separate charges for gameplay tax, membership life tax, totaling an additional $15.56. You're concerned about being double-taxed and questioning the reasons for these charges.

  Business Response

  Date: 12/07/2023

  Our Team has been in contact with the guest and resolved the concern to their satisfaction. We look forward to welcoming them back to Topgolf! 

• Initial Complaint

  Date:11/26/2023

  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.

  Date of transaction 11/24/23 I visited *************************** on 11/24/23 with one other person. We joined the waitlist and got our booth. We chose to only play ******************************** food. All we did was play 60 minutes of top golf. When I got the check, the total was $63. I signed the receipt with the *********** $63. I checked my bank account and it turns out that I was charged ****** instead of the 63 dollar that I signed for. That is unacceptable. I did not play ****** dollars worth of top golf. I would like refund of my money as that is a large of amount of money for 60 minutes of top golf.

  Business Response

  Date: 11/28/2023

  There was a mistake made when the guest was billed. We have contacted the guest and reversed the incorrect charge. We regret the error and look forward to welcoming him back to Topgolf!