Clubhouse Golf

Happy hacker said:
...
Not a problem I thought until I took it back too be told that it would need too be sent off and looked at, when I pointed out that this wasn't really very good customer service the staff changed too we've had your money and now you don't matter mode. I have now been told that as this was outside the statutory 28 days (hard too return faulty goods when you're away on holiday) no refund is due, I have been offered a new bag (not needed as I had to purchase one when away) or a credit note which seeing as I will not give them any more of my business is rather pointless.
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That actually seems like pretty fair, though not exceptional, Customer Service to me. Given the 28 day (long holiday? or forward planning) statutory period had expired, they weren't obliged to do anything! They've given you 2 reasonable other options, (one of which is not really on given the circumstances) but you simply want a refund (I'd probably prefer that too).

I'd take the Credit Note and use it for the inevitable more purchases I'd make, but then boycott them.
 
Old Skier said:
Not fit for purpose, money back, check sale of goods act.
Click to expand...

Agreed. But there's a time limit, which may have been exceeded.


From a Citizens Advice site on the subject....

When can you get a refund?

The Sale of Goods Act 1979 says that any goods you buy from a trader must be:

of satisfactory quality
fit for purpose
match any description given.
If they aren’t, you normally have the right to return the goods and get all your money back. This is called a full refund. A full refund includes the cost of all postage and packing.

This right only lasts for a very short time after you buy the goods. You’re allowed a short time to examine them and try them out, but you must tell the trader about the problem as soon as you find out about it.
 
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Foxholer said:
Agreed. But there's a time limit, which may have been exceeded.


From a Citizens Advice site on the subject....

When can you get a refund?

The Sale of Goods Act 1979 says that any goods you buy from a trader must be:

of satisfactory quality
fit for purpose
match any description given.
If they aren’t, you normally have the right to return the goods and get all your money back. This is called a full refund. A full refund includes the cost of all postage and packing.

This right only lasts for a very short time after you buy the goods. You’re allowed a short time to examine them and try them out, but you must tell the trader about the problem as soon as you find out about it.
Click to expand...

If what the OP says is correct IMHO I think he would have a case and trading standards would back him.
 
Old Skier said:
If what the OP says is correct IMHO I think he would have a case and trading standards would back him.
Click to expand...

Could well fail on the 'must tell the trader about the problem as soon as you find out about it' clause.

As I posted earlier, I'd take the Credit Note as, unless it was an exorbitant price, I will spend enough throughout a year to use the value - even considering the 'won't give them any business' feeling.
 
The bag was £25, I'm going too look at the legal side of getting this sorted as it is now not about the money as such just getting satisfaction. If I fail I will write off the money as simply point blank refuse any further transactions between myself and Clubhouse.

It is now the principle of the thing. I was unfortunate that I traveled just before the 28 days period ended.

I have also spoken too the manufacturer of the bag too explain how a retailer treats customers when buying their products, I'd hope they are as unhappy about it as I am.
 
They offered a new bag or a credit note even though you were outside the 28 day limit ? So even they didn't need too they still try to accomodate you

It's not their fault you went on holiday ? They also offered to send the bag away to the manufacturer ?

So what was exactly you wanted them to don?

It appears that they provided customer service beyond what is expected

Who is the manufacturer ?
 
It is a Cobra bag.

I guess unless you experienced the manner in which they handled things I guess you don't get what my issue is.

I guess also we have differing customer service values, when I've been involved in CS I've always worked on keeping the customer happy, not blindly sticking too a policy that leaves a customer dissatisfied and ends up costing the company significantly more in lost trade.

I used them in the first instance as I live locally and am a little old school in that I buy local when possible, now I will go elsewhere regardless of location and difference in cost.
 
They offered a replacement bag

They offered a credit note to help towards the purchase of a new bag

All this outside the 28 days of required refund

What did you want them to do ?

And reading through the posts they aren't going to lose significant sales
 
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I intended spending much more on new equipment and others I know will not buy there any longer.

I wanted too be spoken too with respect in store.

If you read the thread properly a new bag was not required as I purchased one when away to replace the damaged one.

I maintain rank bad customer service which got no better after they knew I was a very dissatisfied customer.
 
Liverpoolphil said:
They offered a replacement bag

They offered a credit note to help towards the purchase of a new bag

All this outside the 28 days of required refund

What did you want them to do ?

And reading through the posts they aren't going to lose significant sales
Click to expand...

I was going to buy a packet of pink castle tees along with a ball scooper but after reading happy hackers recent issue I'll keep my money in my pocket.:whistle:
 
So all you wanted was respect ?

When you want to the shop with your faulty item did they just dismiss you because anytime I have dealt with they have been nothing but polite and respectful ?

You got a new bag - that isn't their that was your choice to purchase.

So what did you want when you went back to the shop ?
 
Do you have a vested interest in continually defending them?

I bought a bag out of necessity, I don't know about you but carrying clubs, balls, gloves, tees, and drinks gets a tad cumbersome without the aide of a bag.

I went into the shop and said that I'd brought back faulty goods and that I'd look around as I didn't need a bag but would buy other things and pay the difference, I picked up shoes, a club and a couple of odds and sods then went too pay the balance, it was only when they tried too charge the full amount and I questioned this that I was told it would need to be sent too their returns department and that I MIGHT get credit for it.

I should have been told immediately, then when I said this wasn't really good customer service they said wait and they will see what they can do, someone I assume to be a manager came and just verbatim reeled off the 28 day policy and might as well just of turned his back on me when I questioned this.

If you find that acceptable then the shops where you live must truly be shocking.
 
Happy hacker said:
Do you have a vested interest in continually defending them?

I bought a bag out of necessity, I don't know about you but carrying clubs, balls, gloves, tees, and drinks gets a tad cumbersome without the aide of a bag.

I went into the shop and said that I'd brought back faulty goods and that I'd look around as I didn't need a bag but would buy other things and pay the difference, I picked up shoes, a club and a couple of odds and sods then went too pay the balance, it was only when they tried too charge the full amount and I questioned this that I was told it would need to be sent too their returns department and that I MIGHT get credit for it.

I should have been told immediately, then when I said this wasn't really good customer service they said wait and they will see what they can do, someone I assume to be a manager came and just verbatim reeled off the 28 day policy and might as well just of turned his back on me when I questioned this.

If you find that acceptable then the shops where you live must truly be shocking.
Click to expand...

To be fair to LP what he says is correct and personally if I was in dispute about a bag and wanting a replacement, the last thing I'd do in the interim would be to go out and get another until a resolution had been found one way or another. I think CHG have actually acted with integrity and gone beyond what they needed to do especially with your holiday in there as well.
 
I thought they offered a credit note ?

So you went into the shop outside the 28 day return policy and appears made assumptions and demands without checking with that it was ok ?

Yep it appears they have done nothing wrong , they are covered legally and still tried to see what they could do

Yep I would be happy with that
 
aGood God it appears people on here skim read.

I'm not going to bother any further when people don't have the courtesy too read what you write.

I just thought I'd let others know how they operate. Seems trying too offer people some advice isn't fully appreciated on this thread/forum/site.

I should maybe have asked for a refund (a higher price) for the bag it was NECESSARY too buy,
 
You could ask but the shop wouldn't have obliged

You have come on and slated a very popular well known online and in store golf retailer that everyone on here rates highly and has nothing but good experiences with

Also your expirence doesnt seem to be the fault of the shop and that actually went out of their way yo try and help even though they were under no obligation to do so legally
 
Happy hacker said:
aGood God it appears people on here skim read.

I'm not going to bother any further when people don't have the courtesy too read what you write.

I just thought I'd let others know how they operate. Seems trying too offer people some advice isn't fully appreciated on this thread/forum/site.

I should maybe have asked for a refund (a higher price) for the bag it was NECESSARY too buy,
Click to expand...

I've read your posts fully and whilst it sounds like they probably could have handled it better, the actual solution seems fair enough. I get why you don't want to use them again but I also think that now you have an unrealistic expectation of what you want. Spend the credit and don't go again would be the obvious sensible answer. Oh and read this website: http://exploratory104banna.wordpress.com/tag/httptoortoo-com/
 
See you started off with such promise then become insulting.

The difference between, too, to, two or 2 is not germane in this conversation at all.
 
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