It's unfortunate that complaining is sometimes the only way.

[MendieGK]

So, last week I posted about my M1 fitting. Once ordered I was told 7-10 days for delivery, but most likely within a week.

9 days passed so I thought I'd chase the shop and see if they could find out where it is.they were told by TM it wouldn't be available to me until at least the end of November due to not having the shaft.

Anyway, this set me off on one as I'm fed up with brands constantly doing this.

TM got a phone call, email, message on their 'contact us' page and also a tweet.

Eventually after speaking to someone on Twitter, I was passed to the sales manager (who already had my email).

He told me the issue was they didn't have any 8.5heads. But to leave it with him to see what he could do.

15mins later, I get an email Saying my club will be sent out on Monday and the shop will have it Tuesday.

It's a shame that complaining is sometimes the only way,

What happened to 'under promise, over deliver?!?'

No wonder they're losing money faster than I'm losing my hair

 

[duncan mackie]

Glad it's arriving - when the shop tells you they have been told it's delayed for the shaft but TM explain it's the head...you have to wonder about everything and everybody's role in both managing your expectations and delivering to them.

Just hope it the club meets expectations! (I'm sure it will in your hands)

 

[freddielong]

Glad it's arriving - when the shop tells you they have been told it's delayed for the shaft but TM explain it's the head...you have to wonder about everything and everybody's role in both managing your expectations and delivering to them.

Just hope it the club meets expectations! (I'm sure it will in your hands)

I used to have my own shop, and the shop will have been as kept in the dark by Taylor made as you were, Taylor Made know there is nowhere else you can go for this product.

Well done on going up the chain and getting your new driver sorted, I hope you love it.

 

[3565]

And how much did you shell out for this type of service!!!!!!

 

[HomerJSimpson]

I agree with the sentiments of the OP's post. Not golfing connected but we were having issues when the house was being built and nothing was happening and the sales office on site were fobbing us off. A few casual remarks on FB and Twitter about poor service from Redrow and the email and phone calls started an lo workmen were back on our plot the next day. Sometimes these companies just need a push. They can't get it right all the time. No-one can

 

[Hobbit]

I hate the way the UK appears to be going with customer service. So much of it seems to be about how much the supplier can get away with, and then having been caught out out little they can get away with giving back. My money goes where I get good service, and if Iget bad service they don't see another penny.

 

[Tashyboy]

some one on here the other week had excellent service from snainton golf and FJ and was singing there praises.
I commented that it was nice that he was prepared to be as quick to praise as we are as quick to moan.
the trouble is that at times, we are made to feel like moaning gits because we receive poor service. Sod um if they don't deliver on there promises then moan.
Personally I would never buy a TM again but, if I had, and received the same treatment as you and posted on here, I would be proper bogged off if you said " hey that happened to me".
Wonder if anyone else has had the same problem.

 

[Sweep]

Very similar story. Went for a TM fitting when they brought out the R11 (I think). I Was fitted for a shaft that was around £150 upgrade and wasn't as readily available as the stock shaft. Waited weeks and weeks and when the shaft came in they had run out of heads.
During the test I was nailing the Burner, but the fitter didn't want me to have it because he thought it was too wild for me.
In the end I gave up waiting and bought the Burner and Burner 3 wood for the same money. The fitter was right, the club went miles but very wild and I had to give up on it after a couple of months.

 

[Alex1975]

It's actually remarkable when we get customer service rather than the norm that we don't.

 

[MendieGK]

It's actually remarkable when we get customer service rather than the norm that we don't.

Which is such a shame!

I must add, Footjoy has always given me exceptional service

 

[Oddsocks]

Can only echo what's been said. It's sad that we expect bad service and are shocked when we receive any different. The trend needs reversing

I manage a wholesaler and pride myself on the service I give. I don't have to be the cheapest because quite frankly the team and myself provide what i believe from the feedback received from customers is one of the best from most companies they deal with.

Great service is key to profitable successful business, price based business's do not grow or do not last

 

[chrisd]

I had some really bad service last week from a golf supplier who trades on the Internet and also has a few shops. I finally sorted out the matter at the shop I bought from and then emailed the company so that their management were made aware of my anger, frustration and upset at their lamentable service. I told them that I intended to air my feelings on several social media platforms

Within half an hour of firing off an email I received a call from the owner and went through the story of my experience and he agreed that the store were wrong in all respects, apologised and offered some recompense for my extra expense of a 60 mile round trip to put things right. The fact that he bothered to talk to me properly about it and sort the matter is enough but the staff at the shop should have used common sense and put the matter right on the spot.

 

[Oddsocks]

You shouldn't have needed to go any higher than shop assistant manager, store manager as an absolute last result. Sorry if I sound arrogant here but if a shop manager doesn't value the customers views, they simply don't value their job, and don't deserve it!

 

[chrisd]

You shouldn't have needed to go any higher than shop assistant manager, store manager as an absolute last result. Sorry if I sound arrogant here but if a shop manager doesn't value the customers views, they simply don't value their job, and don't deserve it!

Agreed Baz, but I really did need to go to the top as it was the guys you mention who were just awful.

 

[Tashyboy]

You shouldn't have needed to go any higher than shop assistant manager, store manager as an absolute last result. Sorry if I sound arrogant here but if a shop manager doesn't value the customers views, they simply don't value their job, and don't deserve it!

Couple of years ago I ordered a motocaddy golf trolley from local internet based shop. Was told it would be two weeks. Week before Christmas they sent an email saying there's none in the country. I was seething. I then received an email a couple of hours later from the company owner thanking me for my purchase. I thought sod it your having it. I sent a full page letter telling him everything that had gone off. 15 mins later I get a phone call from him full of apologies not aware of what had gone off. He is away for the weekend and will sort it. In that time I got a trolley from DG at Lincoln. He asked me to call into the shop Monday Morning and there is a Galvin green fleece top waiting for me. With a full apology.
big up respect Golf support. Your right odd socks, you should not have to go to the top, but sometimes it is the only way.

 

[dufferman]

I bought from Golf Clothing Direct recently as they had a polo shirt I was after with 5% off my first order. Was told it would be with me 2-4 days time. 5 days later I sent an email asking where the order is, and was told "they are a bit behind" - and almost immediately received a dispatch email. How interesting. It's almost like they'd forgotten my order and posted it the moment I reminded them! I then asked when will it arrive, they told me 2 days. It came 3 days later.

Overall a horrible experience and I won't be ordering from them again. There was no attempt to make the good the already delayed order, in fact they still under-estimated delivery by a day.

The problem is, these online companies can provide awful service until they decide to change their name and start again. At the other end of the scale, one or two delayed orders for Taylormade won't prevent millions of sales from other customers!

 

[Oddsocks]

The issue I find is online companies have no " personal relationship " with the customer, your merely a order number. When I run my own shop regular customers who new and trusted me would order online at night, but I would always call in the morning to thank for new orders etc.

As you said it like you have to moan to get what you've paid for. IMHO there are few online retailers is swear by, but for me golf base is right up there with the best!

 

[Joff]

I bought from Golf Clothing Direct recently as they had a polo shirt I was after with 5% off my first order. Was told it would be with me 2-4 days time. 5 days later I sent an email asking where the order is, and was told "they are a bit behind" - and almost immediately received a dispatch email. How interesting. It's almost like they'd forgotten my order and posted it the moment I reminded them! I then asked when will it arrive, they told me 2 days. It came 3 days later.

Overall a horrible experience and I won't be ordering from them again. There was no attempt to make the good the already delayed order, in fact they still under-estimated delivery by a day.

The problem is, these online companies can provide awful service until they decide to change their name and start again. At the other end of the scale, one or two delayed orders for Taylormade won't prevent millions of sales from other customers!

Horrible? Sounds like they rectified it straight away.

 

[Slab]

I bought from Golf Clothing Direct recently as they had a polo shirt I was after with 5% off my first order. Was told it would be with me 2-4 days time. 5 days later I sent an email asking where the order is, and was told "they are a bit behind" - and almost immediately received a dispatch email. How interesting. It's almost like they'd forgotten my order and posted it the moment I reminded them! I then asked when will it arrive, they told me 2 days. It came 3 days later.

Overall a horrible experience and I won't be ordering from them again. There was no attempt to make the good the already delayed order, in fact they still under-estimated delivery by a day.

The problem is, these online companies can provide awful service until they decide to change their name and start again. At the other end of the scale, one or two delayed orders for Taylormade won't prevent millions of sales from other customers!

Could also be that the ‘one or two delayed orders from millions’ is actually a super-human level of service. (I do realise your numbers aren’t the true picture) However the impact now is that the whole world is told about the few delayed orders

And it’s easily argued that if a retailer/brand wants to get the benefits of social media they need to take its wrath too so I’ve no sympathy for them there

I don’t think service levels have dropped in the UK (it wasn’t very good at it in the first place) it’s just now there’s a huge swell of one-upmanship on offer to consumers and that any deviation from these (let’s face it) pretty ambitious promises, is jumped on as a huge tragedy and an affront to the customer such that many feel something as trivial as a short delay in delivery should be compensated!

It’s all pretty mad to be honest and I don’t know where it’s going to end but it’s certainly going to get worse

 

[dufferman]

Horrible? Sounds like they rectified it straight away.

I'd have said rectified straight away would be a next day delivery. Not another 3 day wait; especially when they told me another 2 days!

Could also be that the ‘one or two delayed orders from millions’ is actually a super-human level of service. (I do realise your numbers aren’t the true picture) However the impact now is that the whole world is told about the few delayed orders

And it’s easily argued that if a retailer/brand wants to get the benefits of social media they need to take its wrath too so I’ve no sympathy for them there

I don’t think service levels have dropped in the UK (it wasn’t very good at it in the first place) it’s just now there’s a huge swell of one-upmanship on offer to consumers and that any deviation from these (let’s face it) pretty ambitious promises, is jumped on as a huge tragedy and an affront to the customer such that many feel something as trivial as a short delay in delivery should be compensated!

It’s all pretty mad to be honest and I don’t know where it’s going to end but it’s certainly going to get worse

I can see where you are coming from, and yes, there is a feeling of "you under delivered so compensate me" in today's online retail world. As above, next day delivery to rectify the situation ASAP is the resolve, not another 3 day wait.

However, the world wants A+ customer service for the cheapest possible price. Which is never going to happen. The answer is to pay top whack (or certainly not rock-bottom prices) to established retailers who have a good reputation...