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Business Profile

Public Golf Courses

Topgolf

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Public Golf Courses.

Complaints

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

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Topgolf has 19 locations, listed below.

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    Customer Complaints Summary

    • 74 total complaints in the last 3 years.
    • 34 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/31/2023

      Type:Product Issues
      Status:
      Answered
      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 two bay special event package with a guaranteed cost of $510. We paid $255 up front to reserve the two bays and put in a special request to have second or third floor. Upon arrival, we were advised that we had been placed on the first floor. We requested if we could receive second or third floor and were advised that this request was impossible due to a lack of trained staff. Advised the manager that if we could not be accommodated, we would like to request a refund. The manager was rude, disrespectful, and dismissive throughout our interaction. Was advised that the manager is completely unable to provide a refund, despite his position. After escalating the situation to the Sales Manager of the location and speaking to him we were unable to come to a satisfactory resolution. As we were provided NO services, including no bay time and no food or beverage I feel we have no choice than to escalate this to the Better Business Bureau for assistance. We are not seeking anything besides a refund of our initial deposit as we did not receive anything for our paid funds.

      Business Response

      Date: 06/08/2023

      To whom it may concern:

      I spoke to the guest this morning (6/8/23), she indicated a refund had been issued and this matter has been resolved to her satisfaction. Thanks, 

      *************************
      Operations Manager 
      Topgolf
      C: ************
      *************************************************************************************
      Topgolf is a global sports and entertainment community creating great times for all.

       

    • Initial Complaint

      Date:05/04/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 would like to be in contact with someone in headquarters confused about your scholarship donations and why you don't assist everyone. I feel it's unfair. I have been trying to connect with someone but have be unsuccessful

      Business Response

      Date: 05/19/2023

      Thank you for your feedback.  We review our benefit offerings for Playmakers on an annual basis.  Our current Benefits Guide is attached.  We are happy to share your recommendation with our Benefits team to be included in our next review.

      Customer Answer

      Date: 05/21/2023

      I am rejecting this response because:   I would like for someone to call me I'm available anytime after May 28

      Business Response

      Date: 05/23/2023

      The feedback provided has been forwarded to our benefits team and noted. However we are not obliged to discuss the matter of our benefits offerings provided to employees any further, especially considering that the person filing this "complaint" is not an employee. This is not a consumer or customer service issue. The matter is considered closed at this time. 

    • Initial Complaint

      Date:05/03/2023

      Type:Product Issues
      Status:
      Answered
      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 requested individual ****** and paid $245 March 2023. I only had one ****** and due to family emergencies I had to cancell. I requested a refund early April, I contacted the parent company twice and called the business in ********. April 17th I received a email that my refund will be deposited **** business days. I waited until May 1st and emailed the company 3 times and received no response. I then called and the representative said I will get the refund **** days from today. I told them why do I have to wait another two weeks and she stated it was a processing problem. But they never replied to my numerous emails about my refund. They didn't respond until I called. I am requesting that I get my whole $245.00 back because I have been given the runaround by the local company and the parent company.

      Business Response

      Date: 05/08/2023

      We have been in contact with this player and a refund has been issued. She has contact information for our ***************** team and is welcome to contact us anytime to discuss further. Thank you. 

      Customer Answer

      Date: 05/09/2023

      I am rejecting this response because:   I was told **** business days from the 17th of April. I should have received my refund the latest May 1st . I still have not received my refund as of May 9th. 

      Business Response

      Date: 05/15/2023

      Our Office Manager spoke to this guest on the 10th of May. Informed her a full refund had been issued and asked if she had any other concerns. The guest said she was satisfied at that time. Full refund has been issued. 

    • Initial Complaint

      Date:03/08/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 business marketing itself as TopGolf ************ opened recently at*************** (Destin, FL) retail center's food court. Since I had several TopGolf gift cards, I went there anticipating the ability to ***** a few clubs and have an enjoyable experience -- as I've had at other TopGolf locations. Much to my surprise, I was informed that "TopGolf ************" is not affiliated with TopGolf, even though all the marketing surrounding the opening of the "******" used the TopGolf logo/image. They would not accept my TopGolf gift cards and ignored my TopGolf membership card. They told me specifically "we are not affiliated with TopGolf. We only purchased the '***** ******' from them. We have nothing to do with them or them with us." I pointed out their use of the TopGolf brand images and the lack of any other name associated with their operation. They said it doesn't matter. They are not part of the TopGolf business operation. This is false and misleading advertising. TopGolf needs to make certain these folks stop using their name/brand. TopGolf officials need to make certain the '***** *****' folks create their own business name/brand separate from TopGolf.

      Business Response

      Date: 03/23/2023

      Business Response /* (1000, 5, 2023/03/14) */
      Topgolf appreciates your feedback. It appears there may be some confusion from the response you received at **************. ************ are golf simulators that combine Topgolf software with its affiliate's hardware by way of licensing rights that are granted to the hardware provider. Because the ************ are operated by individual operators, Topgolf gift cards are not accepted at any *********** locations.

    • Initial Complaint

      Date:12/21/2022

      Type:Product Issues
      Status:
      Resolved
      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 a gift card via the Topgolf App on December 8th. I spent $150 and have been unable to use or access the money I spent to use towards goods and services for this business.

      I have been in contact with their customer service via email and twitter. Neither one has offered a viable working solution on how I can use this gift card. On Twitter they gave me a solution for using a Physical Gift Card online. I responded that it was on the Mobile App and never received another response after that. I also received an email stating not all locations accept gift cards even though the address on the gift card charge was from the location I was trying to use it at.

      Business Response

      Date: 03/22/2023

      Business Response /* (1000, 7, 2023/01/08) */
      This purchase was of Game Play Credits not a Gift Card. Through the in App purchase process its explained multiple times that these credits are only good for the hourly game play rate and this is not a gift card. In this case we have contacted the guest and made an exception to our stated refund policy and have submitted for a refund of this purchase.


      Consumer Response /* (2000, 9, 2023/01/09) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      The Top Golf representative contacted me in which we had a great conversation which ended in refunding me the money that I requested.

    • Initial Complaint

      Date:12/21/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      If you attempt to reschedule within 7 days no matter the reason (even if you had covid, flu, etc) then they will charge you not only the deposit but also the entire event fee. This means now since I have the flu I am forced to go to this event and likely get their staff sick, as I wouldn't be willing to pay for something for no reason. It was 612.68$ in total. I would be happy to reschedule without paying for anything additional, or happy to be refunded in full.

      Business Response

      Date: 03/17/2023

      Business Response /* (1000, 5, 2022/12/27) */
      Our Director of Sales has been in contact with this guest and as an exception has allowed him to reschedule without penalty.


      Consumer Response /* (2000, 7, 2022/12/28) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:12/09/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Top Golf's website cookie tracking policy only gives the option to "Accept"General Data Protection Regulation states that companies must provide cookie notices as required by the ePrivacy Directive before collecting information via cookies or similar technologies. Users must be able to accept or reject the terms of the GDPR to give proper consent.Once presented with the cookie consent banner, a user must have the ability to see the details of all the cookies that a website uses for marketing, tracking, and advertising purposes. There are several other categories of cookies too. The user must also have the ability to opt-out at any time, and the business must honor that consent.TopGolf website does not follow these guidelines

      Business Response

      Date: 03/01/2023

      Business Response /* (1000, 5, 2022/12/20) */
      Thank you for visiting our website and sharing your feedback with us. We take data privacy matters seriously and value the trust placed in us by our players. If you would like to learn more about our data privacy practices, including our use of cookies, please reference our Privacy Policy (available here: **********************************************)

    • Initial Complaint

      Date:11/02/2022

      Type:Billing Issues
      Status:
      Answered
      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 on Oct 14,2022- canceled not even an hour after, never went to the reservation at all.... They still charged my card the next day, I had to let them know of the cancellation... (why should I have to prove that it's canceled, y'all know I didn't go and sent a cancellation verification email) after a week, I received my money back. Now they charge me again on Oct 31, 2022 at 8:45 am (they weren't even open) . Now I get the run around and no one will call back. I don't appreciate the bank fraud . Very illegal. Will never trust this place with my card information. Now my card is compromised and I have to cancel my credit card.

      Business Response

      Date: 02/03/2023

      Business Response /* (1000, 5, 2022/11/17) */
      We have made multiple attempts to contact this guest via phone and email. We have not been able to reach them nor have any calls or emails been returned. If they still have concerns they can contact a Sr. Manager directly anytime with the contact information we have provided.

    • Initial Complaint

      Date:10/25/2022

      Type:Product Issues
      Status:
      Answered
      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.
      This is for an online game, and it is a game that you gain rank in and move up in tiers as you play more and gain experience and get good at this game called Golf on Wgt.com and operated by this Topgolf company at least that is what is shown inside the arena of this online venue of Golf. Now the game sells in a Pro Shop for equipments and balls and clothes, etc that better your game experience and make you a better player. Also there is what is simply a gambling operation with playmoney (Coins) that you win against other players. You can upgrade clothes with coins to make you stronger at many aspects of the game of golf. Now *** has a pop-up that says "Resume Failed" and "The saved game no longer exists" and this happens when and in my experience ***.com is taking back the said coins and removing them from players accounts, and quite possibly using fake player profiles to do so. I get some free coins when a player forfeits a round of golf, but in a way that is usually because they lose their connection on cell phones. I play on the computer with Hi-Speed Wifi and have an excellent connection. Yet ***.com takes many of my coins which are fees to enter a game room lobby and get an opponent. They match their coins versus yours, and ***.com gets a cut of the coins at entry. I play alot in a room called Rio and pay 20,000 coins to play. If I win I get 36,000, so we each pay ***.com 2,000 coins, unless we have clothes on that gives us a small percentage if we win the game. Now we pay alot of coins either that we bought online from ***, or won in these games. So imagine if about maybe 8 of of 10 games, sometimes even 6 of 10 games, ***.com flashes a dark screen and then a pop-up of the above mentioned loss of game , before even getting to the tee and taking a swing! Well I believe they now target me since I have said I would report them. I paid them for many coins, even hundreds of dollars, and they steal them away and only sometimes refund them. This also takes away a win

      Business Response

      Date: 01/23/2023

      Business Response /* (1000, 5, 2022/11/08) */
      We have issued multiple coin refunds to this player based on his multiple reports of various issues he has experienced. There are no unaddressed reports from this player currently. If there is some specific issue he is still experiencing he is welcome to contact player support and provide those details along with any supporting documentation of the issue. Thanks.

    • Initial Complaint

      Date:09/30/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 four top golf gift cards through Target, however one of them does not work. I spent hours talking with Target and they ultimately said the funds were on the card but because my gift card pin was invalid I would have to go to Top Golf to resolve. Top Golf sent my in circles for days. I spent hours on the phone getting transferred and nobody could help, they were absolutely oblivious to who to even send me on to and often just got left with an apology and getting hung up on. Alternatively, they would give me numbers to call and the numbers took me to dead lines, I attempted to talk to the gift card vendor that Top Golf said to call and they said they couldn't help and gave me a number to call that sent me to a line that had nothing to do with Top Golf. I have spent HOURS calling and emailing and nobody will help. All I need is the correct pin to my gift card and it would resolve all of this. I am out of patience at this point. I am attaching a screenshot of the GC number and Pin that are invalid and don't allow me to retrieve the funds. Thank you.

      Business Response

      Date: 12/28/2022

      Business Response /* (1000, 7, 2022/10/18) */
      We have deactivated the gift card that the guest was having issues with and and have reissued a replacement gift card.


      Consumer Response /* (3000, 9, 2022/10/20) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Thank you so much for giving me a call and letting me know a new e gift card would be emailed to me, however I have waited a couple days and still have not received the new egift card. I checked my spam folders as well for the email address you indicated in your voicemail that you were sending it to. Just following up to see if it was successfully sent yet? Thanks!!


      Business Response /* (4000, 11, 2022/10/23) */
      Hello. Yes I noted there was a typo in the email address that the replacement card was sent to. That has been corrected and the card has been resent. Thank you for patience!


      Consumer Response /* (2000, 13, 2022/10/24) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      They reached out immediately to resend me the gift card to the correct email. Thanks!

    Topgolf is NOT a BBB Accredited Business.

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