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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:09/14/2022

      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.
      Date of transaction: May 14, 2022Venue: Topgulf GermantownMembership # ************Issue: Purchase of summer fun pass with the benefits explained by the team member without mentioning the restrictions and associated limitations of using the pass.I have attempted to resolve the issue with the company beginning on July 12, 2022, with a phone call to top gulf corporate customer service. I spoke with a customer service rep, and a ticket was placed in the system detailing my complaint and a request for follow-up from the venue. I did not receive correspondence from the venue for two weeks. As a result, I sent a follow-up email to the original help ticket generated on July 25, 2022. Shortly after, I received a response via email that the company was sorry for the delay and that they would forward my request to the venue a second time. A top gulf associate has not initiated any contact following this. On August 15, 2022, as a last resort, a final follow-up phone call was made attempting to resolve the issue amicably. I was assured that a manager would reach out to me the following day. On August 16, 2022, upon not receiving a call from a manager, I made one last inquiry call and was disappointed in the response I received from the team member.At this time, I have spent too much time attempting to resolve this simple issue. I believe that any additional efforts at contacting this company will be futile as the company's behavior until now has demonstrated that they do not handle customers' inquiries with any seriousness or have adequate policies in place to resolve issues in a timely fashion. I am requesting a full refund of the price I paid for the summer fun pass as well; I believe it would be appropriate for the company to make an additional act of goodwill to make up for the time I spent working on this.

      Business Response

      Date: 11/09/2022

      Business Response /* (1000, 5, 2022/09/19) */
      Our management team has been touch with this guest. We have issued a refund as the guest requested.

    • Initial Complaint

      Date:09/13/2022

      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 made a reservation then same day wanted to cancel and reschedule. I was told I could by the event manager Justin and since you can only schedule online I assumed my refund would be done and could use that money to reschedule. I was not informed of a policy saying my money wouldn't be refunded if it was further out than 30 days since both events were for guests I had flying in the following week it wasn't 30 days, but you can only schedule 7 days before you want to go. This is a scam policy since 30 days isn't possible. I tried contacting top golf and corporate keeps sending an email that my event manager will contact me. That hasn't happened. After I cancelled the 264.00 event I rescheduled an event that cost me 207.00 I was never offered a credit to put towards that event. Top golf should not be in business scamming people for their hard earned money

      Business Response

      Date: 10/28/2022

      Business Response /* (1000, 5, 2022/09/14) */
      A full refund was issued for this cancellation. The policy the guest agreed to clearly stated that this was non-refundable. In goodwill that refund was issued. Subsequent to that refund a chargeback was initiated by this guest bank for the full amount. This was disputed as we provided proof that the amount had previously been refunded in full. We won that dispute. Our Director of Sales spoke to the guest and explained the above over a month ago. With a full refund having been issued as a courtesy we consider this matter to be closed.


      Consumer Response /* (2000, 7, 2022/09/15) */
      My complaint has been resolved

    • Initial Complaint

      Date:09/13/2022

      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.
      On August 2nd, I initiated contact with ******* ***** at Top Golf Ontario. We had a phone conversation where we talked about booking for August 19th. ******* assured me that I could make adjustments to my booking as long as it was at least 7 days prior to my event. For this reason we agreed to the Backyard BBQ buffet option, 3 bays for 3 hours, and booked for 18 people. She quickly emailed me the contract and asked me to sign as soon as possible or else there was a risk of losing the reservation. I signed the contract and was billed half of current amount which was $897.38. On August 8, 11 days before the event, I gave her a final headcount of 14 people and two bays. At this point I felt like ******* threw the contract in my face and mentioned that my price could not drop more than $325.20. This is where I felt like I had been deeply misled by *******. She had mentioned being able to make adjustments as long as it was 7 days prior but now she was saying that the contract that she had rushed me to sign said I wasn't allowed to make the changes I desired. She gave me the option of doing 3 bays for 14 guests or 2 bays for 18 guests. On August 10th, I confirmed going with the 2 bay 3 hours 18 guest option despite only having 14 guests and mentioned to her that she had misled me over the phone and mentioned to that she never mentioned any financial penalties. She claimed she did mention it and that it was on the contract that she rushed me to sign. I also mentioned that she added a leaderboard enhancement that I had never asked for. She also misled me by claiming she was making an exception by allowing me to lower the price by $518.77 instead of $325. This was false as she was comparing a subtotal to total charges including fees. I feel I deserve a refund for the difference of what I wanted. $448 for the food and $660 for the bays minus the exception of $193.77 ******* claimed I was getting for a subtotal of $914.23.

      Business Response

      Date: 11/10/2022

      Business Response /* (1000, 5, 2022/09/21) */
      Our Director of Sales has been in contact with this guest and have reviewed her concerns. Further we have issued a refund as the guest requested and look forward to welcome her back soon.

    • Initial Complaint

      Date:08/30/2022

      Type:Billing 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.
      On August 23rd 2022 I made a reservation through the TopGolf app and made a payment of $29.33 down. On August 24th 2022 we went to TopGolf and played upon asking the young lady whom charged us she stated that a bill for $99.85 would be the total charge and that the $32.99 would be removed from my bank as a charge. August 25th charges remain at bank, I called and communicated with TopGolf help line and they assured me they would pass it on. August 27, I receive a call from a young lady right around closing time from local TopGolf and she assured me a manager would call me right back, no call that day. I called the TopGolf help line again August 29th and spent half an hour explaining and she assured me someone would call me back. No call. TopGolf, you seem like a legitimate company but this kind of customer service makes me think twice.

      Business Response

      Date: 10/13/2022

      Business Response /* (1000, 5, 2022/09/03) */
      This player was not incorrectly charged. I spoke to him personally and explained to him how our reservation fee works. When booking a reservation, our players pay for the first hour of gameplay ahead of time, he paid $27 plus tax which came out to $29.23. The second hour of gameplay is paid in venue, so he paid another $27 for the second hour when he received his check. I still refunded this gentleman his money to show no ill will, and thoroughly explained to him how the reservation fee works. He understood and thanked me for the clarification.


      Consumer Response /* (2000, 7, 2022/09/05) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I'm satisfied with the company's response to my complaint thank you!

    • Initial Complaint

      Date:08/20/2022

      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.
      TopGolf and BBB, please see supporting documents for more information.
      I went to TopGolf in Virginia Beach on Wednesday July 27, 2022 with some of my friends and rented two bays. I only played on 1 bay and had to leave early due to another event I was required to attend. My best friend paid for me after I left. My receipt was printed a little more than half an hour later, at 6:15 PM that day, and has the following information: Check ***** and Tab ********. I was charged the membership twice (again see attached documents). Specifically, my friend paid for me, and his card was charged for an account that I didn't create, and that charge appeared on a different receipt, again see attached. I filed a support ticket and TopGolf has not resolved the situation. The last contact from TopGolf was from July 29, 2022, saying "I have shared this with the venue so they can send this receipt out for you." TopGolf hasn't sent an email or phoned me since. It is not fair for me and my friend to end up in a situation like this.

      Business Response

      Date: 10/24/2022

      Business Response /* (1000, 5, 2022/08/31) */
      We have been in contacted with this guest and are working to fully resolve his concerns.


      Consumer Response /* (2000, 7, 2022/09/08) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Refund was processed and situation solved with the director of operations of that Topgolf location.

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