Complaints

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:07/10/2024

  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.

  Good Good Golf awards purchases with rewards points which translate to money off future purchases. On July 3rd, I had 806 rewards points. I was shopping their site and placed items in the cart and inputted my rewards points for a discount of $40.00. I fell asleep and did not complete the transaction. I woke up the morning of the 4th and realized that my points were gone. I had only 6 rewards points remaining and I had not made any transaction. I completed my transaction a little later and noticed there was no discount applied. I emailed them immediately because they have no available phone number. I explained the situation and requested that they apply the discount to my most recent purchase. **** responded saying they couldnt do that once the order had processed but she could cancel the order. I asked her to cancel the order. She replied a couple hours later saying it was too late to cancel the order but I could return it once it arrives. I again asked her about restoring my 800 points ($40 discount that had disappeared). No response. I have 6 emails of correspondence with **** and she never acknowledges the fact that my points are missing. They are in essence stealing $40 from me, a loyal customer. I want my points back!

  Business Response

  Date: 08/08/2024

  Hello,

  This is ****, the customer service representative at ******** Golf. On July 5th, I responded to the customer using the email address ***************** informing him that his order had already been shipped and could not be canceled. I also provided him with a link to return his order. I explained that upon returning the order, he would receive a full refund and be able to place a new order using the discount code he forgot to apply to his original purchase. However, the customer did not return the order. His discount code is still valid in his rewards account, and he could have used it if he had returned the order and placed a new one with the discount code. I have also attached screenshots showing that *** did not respond to my email about returning his order. In summary, the customer placed an order without using his discount code and wanted to cancel his order to repurchase with the code, and his order had already shipped. We provided the option to return the order for a full refund, but the customer did not take any action to do so.

  Customer Answer

  Date: 08/08/2024

  I am rejecting this response because:  I submitted proof of correspondence with **** regarding the matter of my missing rewards points (the entire email conversation)  **** claiming that she did not receive a response from me is a blatant lie.  Furthermore, as my original complaint clearly describes, **** made no mention of my missing points.  She continues to dodge the issue at hand which is my missing reward points.  Her persistent ignorance of the situation shows her complete ineptitude for handling the most minor customer service issues.  

  Business Response

  Date: 08/08/2024

  Hello,

  I have attached a copy of this customers rewards account where he is able to access his rewards code for the points he redeemed. 

  Customer Answer

  Date: 08/08/2024

  The screenshots sent by **** show that I used 800 points on 7/4.  That is not true.  They were taken from my account on that date without being applied to my purchase.  My purchase on 7/4 had no credits applied to the purchase in the form of discount.  That is clearly visible.  I simply want my 800 points reinstated to my account.  In the meantime, I have accrued 750 additional points from purchases and product reviews.  If **** chooses to do the right thing to remedy this situation, she will add the 800 missing points back in my account.  Plain and simple.  

  Customer Answer

  Date: 08/08/2024

  I am rejecting this response because:   The screenshots sent by **** show that I used 800 points on 7/4.  That is not true.  They were taken from my account on that date without being applied to my purchase.  My purchase on 7/4 had no credits applied to the purchase in the form of discount.  That is clearly visible.  I simply want my 800 points reinstated to my account.  In the meantime, I have accrued 750 additional points from purchases and product reviews.  If **** chooses to do the right thing to remedy this situation, she will add the 800 missing points back in my account.  Plain and simple. 
  

  Customer Answer

  Date: 09/30/2024

  GoodGood made right on the situation by crediting my account with the missing points.  I appreciate their show of good faith and I am satisfied with this resolution.