ORKA GOLF CLUBS- terrible customer service

[michalbakowski23]

Terrible customer service! I would expect more from the company that wants to mean anything on the market. What they do instead? They discourage people that already bought something from them.

I bought a set of clubs from ORKA Golf with S300 Dynamic Gold Shafts. The stickers on the shafts that I came were S400 so I contacted them, as I wanted other ones. Initially everything was OK as I was asked to send them to their fitting center and promised a refund for the shipment etc- standard. They checked them and as it turned out someone made a mistake and put wrong labels on them so they sent them back to me. NOW what was wrong about that?

Firstly, everything took around 3 months (they had my clubs for 1 month in their fitting center), which is ridicules.

Secondly, I got an email from the head of sales (or whoever he is) that they spent time on checking my clubs so I won’t get a refund for the shipment. O:O)

So in their opinion this is normal to spend time (3 months plus I still have to talk to them) and money to get/check the clubs that should be right in the first place?

The funniest thing is that his argument is that the clubs were OK from the beginning so they should not be asked to refund me anything. So in his opinion I should know that the labels on my clubs were wrong and I should not bother them to check it and because I did it I should pay for it.

 

[pokerjoke]

Terrible customer service! I would expect more from the company that wants to mean anything on the market. What they do instead? They discourage people that already bought something from them.

I bought a set of clubs from ORKA Golf with S300 Dynamic Gold Shafts. The stickers on the shafts that I came were S400 so I contacted them, as I wanted other ones. Initially everything was OK as I was asked to send them to their fitting center and promised a refund for the shipment etc- standard. They checked them and as it turned out someone made a mistake and put wrong labels on them so they sent them back to me. NOW what was wrong about that?

Firstly, everything took around 3 months (they had my clubs for 1 month in their fitting center), which is ridicules.

Secondly, I got an email from the head of sales (or whoever he is) that they spent time on checking my clubs so I won’t get a refund for the shipment. O:O)

So in their opinion this is normal to spend time (3 months plus I still have to talk to them) and money to get/check the clubs that should be right in the first place?

The funniest thing is that his argument is that the clubs were OK from the beginning so they should not be asked to refund me anything. So in his opinion I should know that the labels on my clubs were wrong and I should not bother them to check it and because I did it I should pay for it.

Sound a bit of a nightmare.

Lets hope you don't want to sell them I have a set for sale and cant sell them for love nor money and im giving the things away.

 

[Fish]

That doesn't sound very fair or right, there are a few Orka users on here and some who rate Alex very highly, however, if the wrong stickers were placed on the shafts and not matching what you ordered, then any checking and confirming what they actual were is totally down to them, period!

 

[michalbakowski23]

That doesn't sound very fair or right, there are a few Orka users on here and some who rate Alex very highly, however, if the wrong stickers were placed on the shafts and not matching what you ordered, then any checking and confirming what they actual were is totally down to them, period!

Thanks,

That is exactly what I wrote to them!!

But according to him clubs were ok from the beginning and they spent time on checking them, so they won't refund me any costs. So now I paid for my clubs plus for checking after their mistake plus I they kept my clubs for 1 month at their place plus I have to fight with them about the refund. The other thing that I forgot to add that this is my second set that I bought from them in 3 years as someone stole my previous clubs.

 

[PhilTheFragger]

Did you deal with Orka direct or through a local fitter

I got fitted a couple of years ago by Alex Comben, their sales Director, and their customer service was second to none.
there are several forum regulars who will not recognize the problems you have had.

If you havnt contacted Alex, then I suggest you do

If you PM me your details I can pass them onto him

 

[Fish]

Did you deal with Orka direct or through a local fitter

I got fitted a couple of years ago by Alex Comben, their sales Director, and their customer service was second to none.
there are several forum regulars who will not recognize the problems you have had.

If you havnt contacted Alex, then I suggest you do

If you PM me your details I can pass them onto him

Wouldn't they come from Alex anyway? A fitter surely only gets the stats required and then orders them, I'd have assumed form Orka UK?

Either way, if they are not badged up correctly and the only way of knowing and confirming what shafts they are is by sending them back, then all the costs should be met as the shafts were labelled incorrectly.

 

[DCB]

Removed a double post by OP in another thread.

 

[michalbakowski23]

Did you deal with Orka direct or through a local fitter

I got fitted a couple of years ago by Alex Comben, their sales Director, and their customer service was second to none.
there are several forum regulars who will not recognize the problems you have had.

If you havnt contacted Alex, then I suggest you do

If you PM me your details I can pass them onto him

Yea he is the one that I have to dealt with and he told me that they won't refund it. I still don't know why as it is quite obvious that they should and he promised it at the beginning.

 

[Deleted member 15344]

Yea he is the one that I have to dealt with and he told me that they won't refund it. I still don't know why as it is quite obvious that they should and he promised it at the beginning.

Maybe it's time to take it to social media - Twitter is a very powerful tool - companies don't like to get negative social media news

 

[pokerjoke]

Maybe it's time to take it to social media - Twitter is a very powerful tool - companies don't like to get negative social media news

I would say that's unfair due to the fact we have only had one side of the story

 

[Deleted member 15344]

I would say that's unfair due to the fact we have only had one side of the story

If a company isn't giving someone the service they believe they should get then the only thing is to complain - if they complaint isn't responded to satisfactory then social media is a good tool - it also allows the company to respond publically and clear up any issues so that they can also put their side into it. If the company isn't at fault then they have nothing to worry about

 

[Robster59]

Orka could always be invited to comment on this thread.

 

[Deleted member 1740]

This isn't the 1st complaint i've heard about ORKA's customer service.

If, as the OP has stated that he was told he'd be refunded the postage costs then the minimum ORKA should be doing is honouring that.

It's obvious there's been a mistake on ORKA's part so refunding postage cost is the bare minimum. I'm sure it's only a few quid anyway.

 

[Oxfordcomma]

Orka could always be invited to comment on this thread.

Looks like they now have had that invite ...

https://twitter.com/boringwhore/status/642064620690276352

 

[michalbakowski23]

I would say that's unfair due to the fact we have only had one side of the story

Yea you are right, I hope that they will comment here as well. I have emails etc so I can always show them.

That is the funniest thing- its only 26pounds, so for the company it should be nothing and yet they act like this.

 

[Deleted Member 1156]

Wouldn't they come from Alex anyway? A fitter surely only gets the stats required and then orders them, I'd have assumed form Orka UK?

Orka sell through a network of club builders who measure up then build the clubs. Mine were built by a guy local to me who orders up the component parts. If I'd have had any issues with mine I would have gone back to him, not Orka.

 

[louise_a]

My irons were ordered through a Orka fitting centre but the clubs came already assembled from Orka.

 

[ACJ29v11]

Evening all, (Alex Orka)

firstly I would like to say it's proved a somewhat useful exercise following this thread. Like any service provider and company our aim is always to do the right thing for all. Any criticism or feedback is always welcome as it only helps us understand and improve.

social media and forums such as this are indeed a very powerful tool, that allow us to interact with you guys our customers and brand fans. Unlike any other brand we don't hide behind issues or complaints but rather try and resolve them fairly and appropriately for all parties concerned.

99% of the time we get it right when it comes to resolving complaints and luckily over the past 7 years we've had very few. However on the rare occasion we can get it wrong and when we do, unlike other brands we are not afraid to hold our hands up and say so.

Michal, I'm sorry to see you have taken to forums and social media to vent your frustrations. We have tried to do everything right following your purchase through a fitting centre, and for what turned out to be a simple human error by puting incorrect shaft decals on has quckly escalated.

If you would kindly email me your phone number I will personally call you tomorrow.

in the meantime I wish you all a pleasant evening.
#Orkaites

 

[davemc1]

Fair play the Al there, I don't reckon many companies would respond in such a way. Its hardly an admission of guilt or wrong doing though is it?

Here's hoping it gets cleared up tomorrow. Hopefully the op can give us a satisfaction (or not) update...

 

[Fish]

Fair play the Al there, I don't reckon many companies would respond in such a way. Its hardly an admission of guilt or wrong doing though is it?

Here's hoping it gets cleared up tomorrow. Hopefully the op can give us a satisfaction (or not) update...

I think it is, Alex clearly states that from a simple human error of placing incorrect labels on the shafts the situation has escalated, it can only escalate if 1 party (the customer) is out of pocket for someone elses error!

It has also only escalated and the OP feeling the need to go to social media/ forum because he exhausted his initial options and was refused postage refunds, which for any error to his clubs other than his own making, is Orka's responsibility.