“Ordered from American golf 30 Nov and assured delivery in 3-5 days, its now 11. Dec and I am still waiting, after finally getting through to them on Tuesday after days of trying, I get told " You need to understand we are very busy".... No - you need to understand that customer service or lack thereof will make or break your business!!
The parcel is apparently already dispatched and with Hermes (the worst courier service ever) where its been delayed since Wednesday with no explanation ! Avoid this lot like the plague!!!!”
“I have tried to purchase from American Golf a Wilson Staff D300 SL Driver, I have now attempted to purchase the club from their website on 9 (yes nine) occasions using three different Visa cards from three different banks and on each occasion the payment hasn’t gone through and I have received a message of Refused FRAUD. These cards have been used subsequently at other websites without any problems. I have contacted their Customer service on three occasions, the first time they stated there was a problem with their payment procedure which was being rectified and that I should try again after two days, the second time I contacted them they said it was a banking issue and I should contact my bank to get it resolved and I should create an American Golf account as this might resolve the issue and on the third occasion I was told that it was fault with their website and I should delete my cookies on my computer and that this would perhaps solve the problem. I have also emailed their Sales Team outlining the problems.
It would appear that American Golf know they have a payment problem but are not prepared to tell their customers.
Their Customer Service Team are giving out conflicting advice and have no clue as to when the issue will be resolved and do not apologise for the inconvenience. American Golf will not allow you to purchase over the phone and to date have not replied to my email.
The word “shoddy” comes to mind.”
“DON'T SHOP AT AMERICAN GOLF. AVOID AVOID AVOID.
I went into American Golf on the 04/08/2020 and asked If I could hit a few shots with the demo Vokey Wedges in their simulator. Store assistant gave me the 52 degree, 56 degree and 60 degree demo wedges. I liked them all and bought all three for
£430 (Yikes I know). Thankfully they had the 52 degree in stock but had no stock of the 56 and 60 degree. I was told they would need to be ordered in and this could take up to 5/6 weeks due to the pandemic. Not ideal, but fair enough.
Gets to the first week of September (5 weeks from purchase date) and I phone them to get a status. I'm told there's been a delay and it'll be end of September now (Grrr, annoying but I can live a few more weeks). Gets to the end of September (8 weeks from purchase date) and I phoned again to be told that Titliest still haven't shipped them. At this point I kicked up a fuss on the phone saying that's unacceptable you quoted me up to 5/6 weeks when I bought them. I also checked on clubhouse golf and affordable golf BOTH websites had Vokeys for the grind and bounce I bought in stock. Somebody in my golf club had also ordered Vokeys through the Pro shop at a similar time to me and both his wedges had arrived at this point! I told this to the store assistant to which he said he'll try and source me the clubs from other American Golf stores. A few hours later he phoned me back to say he'd sourced a 60 degree but not a 56. A few days later i was able to pick up the 60 degree a mere 8 1/2 weeks after buying it. Still no 56. Plus - why did it take me kicking up a fuss for him to ring around stores to find the wedge? This should be getting done the second their quoted wait time is coming up, not 8 weeks after purchase date and certainly not after me complaining about it - Poor customer service in my opinion. Anyway, was told the 56 would arrive on the 05/10/20. On the 6th of October I phoned up to get a status to be told the 56 would arrive on the 14th October at the latest. Surprise surprise the 14th came and no 56. Was told it would be there by the end of the week if not at the absolute latest 19th October. On the 20th October I phoned up and was told it still wasn't there. Finally on Friday the 23rd October 11 weeks and 4 days after buying the club it eventually arrived.
I collected the club and spoke to the store manager and told him this service and lead time was not acceptable especially when other golf stores had them in stock weeks ago. I asked for some form of compensation in the form of a voucher/freebee/box of balls or anything as an offer of goodwill. Was told no he wasn't allowed and due to the club being a "Custom club" they can't offer any compensation for delays. The store assistant told me that if I phoned titliest direct they may give me some form of freebee. Seriously? Is this guy for real? He's actually asking me to contact their suppliers direct. I couldn't believe it. Politely told him I'd bought the club off American Golf and not Titliest and it wasn't down to me to chase the suppliers up. Anyway, after strongly voicing my opinion i left the store feeling incredibly unsatisfied with their customer service.
A few things:
1) How an earth is me trying the demo Vokey club liking it and deciding to buy it classed as a custom club/fit? There was nothing custom about my clubs! They were identical to the demo ones.
2) I was told during purchase it would take up to 5/6 weeks. It took one club 8 1/2 weeks and one club 11 1/2 weeks to arrive. 11 1/2 weeks for ONE Club!!! Thats nearly 1/4 of a year!
3) Why was it me constantly having to phone the store and ask for updates? Also staff didn't seem to do anything to resolve the problem. They just passed the blame onto Titliest (the supplier) not taking any accountability for their actions and the lead times they'd quoted me. Classic case of "Its the suppliers fault we can't do anything about it". Bore off, yes you can. Pick the phone up, get me a realistic delivery date off Titileist. Phone other stores asking for stock, Ask me If I'm comfortable with an alternative grind or bounce for 56 as an alternative. Just do something other than the blame game please. ITS TERRIBLE CUSTOMER SERVICE.
Overall shocking service from American Golf. I will never ever shop there again please avoid at all costs. There over priced and just a bunch of salesmen trying to push a sale. You can get much better service in local pro shops or local driving ranges. Just avoid.
Currently going through the route of customer service. I am not giving up until I am offered some form of compensation for this ridiculous service.”
“I tried to spend a £160 voucher. Needless to say it didn’t work, I ordered a top for £139 and neck warmer for £22+ So there was a £2+ balance I tried to pay by visa and it didn’t work. Tried it again but my voucher had no credit. So I have lost £160 and have nothing to show for it. Why do we have to put up with such awful service?”
“Today I drove 85 miles round trip to try on some jackets at the Perborough American Golf Pro shop. Incredulously I was told that I had to buy each one I wanted to try on and if it didnt fit they would refund the money, where did that plan come from? In view of the distance I had driven I did pay for and try a Ping jacket, it didnt fit and they did refund the money, but I lost the will to go throught his process another two or three times with different jackets and sizes. I did want to buy a couple of shirts, a jacket and some shoes!! I left with nothing, its a somewhat worse experince than shoppining on-line. Needless to say Iwont be back. Davis”
“Don’t shop at American golf Trent park rude unhelpful staff clueless about golf in general just sales people will sell you any thing just to get a sale you can get much better deals else where online golf are the same company avoid to.”
“I bought a pair Skechers Torque Twist Golf Shoes online from American golf online back in April. I never wore them until the end May due to the lockdown and on my first wear they broke and became faulty. I emailed customer service and every email takes 2-3 weeks for AG customer service to respond back to every email sent. The shoes finally got picked about 6-8weeks after my original email. I asked if the shoes can be covered under the 30 day shop guarantee because of Covid and the fact I could not wear them till after the 30 days and they have refused. Now the shoes have been at the manufacturers for months and the best AG can say is they have sent them chaser emails. Thats now 4 months without my golf shoes with no prospect of getting them back anytime soon. So if anyone needs a refund or replacement for returns or for faulty goods the customer service response and follow up is shocking. Update on 4th September 2020 I have had to chase up with another email (14 in total) and managed to get through on the customer service helpline thats back up and running again with a unprofessional call to a working from home person. I requested a manger to call me and am still waiting, still no shoes I wont be shopping with ag online ever again.”
“Unbelievably inept bunch of fools! Ordered a starter set for my son and it arrived at the shop left handed.(He is right handed) They didn't check it and let him then drive for a further hour to a range where he discovered the problem. Another hour back to the shop and an hour of phoone calls resulting in them admitting 1) they put the wrong code in at point of order, 2) they couldn't get another R/ handed set, 3) they couldn't/wouldnt give him a slightly more expensive alternative with a discount for our troubles. Eventually got a refund and will NEVER, EVER go back!”
“4 weeks for clubs, they came in right-handed and I'm left-handed so had to wait another 4 weeks after being told 7 days max fast track as it was American golf's fault.... no communication no nothing... nearly 8 weeks later still no clubs”
“I am a member and got my birthday voucher via email.I was 3 weeks late seeing it and they did not want to know about resending it
Not loyal to customers who buy from them like me.Only talking about £10!Staff in the store said they couod sort it and cannot.Need training i think!Customer service and knowledge gap”
“Ordered golf balls that were advertised 9 weeks ago. Paid for them almost 5 weeks ago and still waiting. I have emailed 3 times and phoned and was told they would contact me with updated delivery information, but sadly no contact.
The sad thing is that when you check their email website the slogan they advertise is “ WE KEEP IN TOUCH “ what a joke!!!”
“Custom fit nightmare.
Custom fit nightmare.
I was custom fit on the 20.06.20 for a new set of Taylormade sim irons at A/G at Moortown in Leeds . I was told about 12 days to 14 days for delivery. After 3 weeks went by I chase them up and was prob off with Covid then after 4 weeks was told distribution then was told shafts in the clubs . A/G never updated me in 5 weeks was always me chasing them 8 calls in all. There customer service is terrible they just tell you to sort it out with the branch . I was promised they would price match my irons if I found them cheaper . After two days on the net I found the same clubs £70 cheaper. When I went to collect them there was a different guy on and told me there was nothing mentioned on the paper work which Simon add wrote down two days after I purchased them as I found them £70 cheaper .
My son in law bought the same irons in Gloucester from a different retailer and received his irons in 12 days so it shows I was getting phone off . All I can says if your getting custom fit be careful because you will have a long wait and a load of chasing up . A/G treat there customers really bad and don’t seem to care as I see in other reviews with customer fit been fob off and all waiting a long time and still don’t have there clubs .”
“Custom fit nightmare.
Custom fit nightmare.
I was custom fit on the 20.06.20 for a new set of Taylormade sim irons at A/G at Moortown in Leeds . I was told about 12 days to 14 days for delivery. After 3 weeks went by I chase them up and was prob off with Covid then after 4 weeks was told distribution then was told shafts in the clubs . A/G never updated me in 5 weeks was always me chasing them 8 calls in all. There customer service is terrible they just tell you to sort it out with the branch . I was promised they would price match my irons if I found them cheaper . After two days on the net I found the same clubs £70 cheaper. When I went to collect them there was a different guy on and told me there was nothing mentioned on the paper work which Simon add wrote down two days after I purchased them as I found them £70 cheaper .
My son in law bought the same irons in Gloucester from a different retailer and received his irons in 12 days so it shows I was getting phone off . All I can says if your getting custom fit be careful because you will have a long wait and a load of chasing up . A/G treat there customers really bad and don’t seem to care as I see in other reviews with customer fit been fob off and all waiting a long time and still don’t have there clubs .”
“I ordered some custom fit cobra clubs, I paid in full on the day,
was told they would be up to 14 working days for collection .
I rang on the 14 day to be told another week,I rang after another week to be told 4 weeks.
I would have gone somewhere else if i would have known”
“Really shocking customer services only gave 1 star as it doesn’t allow you to give 0 I work for the nhs and was not replied to for 11 days with my complaint which is unacceptable for any company especially one that says it supports nhs frontline staff. I will be passing on my experience with all my nhs and golfing forums advising people not to waste there hard earned money with AG. They don’t want to know if there is anything wrong. Really shabby company and staff.”
