By: Sam Sova
Check out my new blog: http://samsova.wordpress.com/
The Situation
I have been a big time golfer (well atleast the interest level is huge) for my whole life. I spend money on the newest clubs, balls, even biodegradable tees! It was time for new grips because the cord (style) grips that I had were just not cutting it for me. So, I went to Golf Galaxy where I always buy (in this case bought) all of my golf necessities.
The Story
Monday 5/4/09 – Go to Golf Galaxy in Brookfield to get new grips. At the end of last year I had them put the Winn G8 on my 4 iron to test it out over the winter and see if it is what I wanted to switch to for all of my clubs. The test went good so I decided to switch to this grip. I went into the store and proceeded to the grip area. Went back and a guy was back there gripping a club. He was doing it for an elderly man who was trying to create some conversation with the employee – the employee wasn’t having it. Replied with one-word answers basically blowing the old man off. To be honest, don’t even know if the elderly man needed a regrip but really was just looking to have some good golf conversation.
So I went and looked at grips. The G8 was advertised but did not have any grips for sale in the “bin”. I looked around and waited for the employee to finish the regrip. He finished and I asked if they had any G8’s in. He replied, “I don’t think so.” I asked if he could check “in the back” and he replied that they were all out and didn’t sell them anymore. BUT they were advertising them so that was a little sketchy.
Being open to other options I began asking questions. “Is this one like the G8?” “Is this one firm or soft?” “I don’t want a cord, so can you tell me which ones are opposite of that?” The response that I got was basically that it was a personal preference/he didn’t really care to help. Yes, I know it is a personal preference but you are paid to give me information! So we went around and around, basically I felt that the dude just wanted to go back for a cig break or think about his broken dream of being on the tour and now stuck in Golf Galaxy. So I found the Winn DSI. Nice grip but the display wasn’t on a shaft. Asked him if he could put it on one and employee said “no”. Ughhh.
You are probably asking now, “Why in the world did I even stay after this?” For me it’s all about loyalty. I have been loyal my whole life. Loyal in my job, loyal to my friends, girlfriends, and to my favorite stores. So I gave them a chance. I ended up getting the Winn DSI and had them put the grips on. I asked when I could get them and he said by the weekend. 7 days for 10 grips? Come one now! The guy was being a jerk. I tried to engage in conversation about a course that he and now another employee were talking about and they blew me off.
So I got an estimate for the work. I know it is an estimate and they can change it – yes I get it. But the guy’s estimate was only for the labor of 2 grips plus price of 10 grips for a total of around $65. I really thought he was hooking me up for being such a terrible help, but turns out he was just incompetent and couldn’t figure out how to work the computer. So I signed and left, asking to have the grips by the weekend and they said hopefully it could be done. 9 out of 10 times I would have brought up the mistake. But in this case he ought to be doing me a favor anyway.
Wednesday 5/6/09 – Early! Got an email the grips were done. Sweet, thanks buddy for coming through. I’m busy with softball the next few night so go in Friday. Go back by the club repair area and there is nobody around. Stand there for a good 4 or 5 minutes and two employees walk by but don’t acknowledge my existence. Awesome… Then the same guy comes back. Thinking he may have had a case of “the Mondays” during my last visit I give him a chance.
He walks up I say, “What’s going on man?” He blows me off…”Last name?” Really? After not helping me you have to be a huge prick. So I tell him my last name and look and the estimate is change to $90 (from $65). I say to him that the estimate was $65 when I signed on Monday. He replies that he screwed up (no “sorry I screwed up sir”) but just a non-genuine answer. So I say that the original was $65 that I signed and I shouldn’t have to pay for his screw up (in a very NICE way). He says he screwed up and I have to pay it, end of story. I come back and say that I have been coming here for at least 5 years and should not have to pay it. SIDE NOTE – if you know me, I am not cheap. Have never been cheap. But after how I was treated at Golf Galaxy I think I should be compensated for terrible service and shouldn’t have to pay for someone’s screw up.
So this guy then has the nerve to say, “So lookin’ for a freebie. I get it. You can go to the manager and try to get your freebie.” Basically saying that I am cheap. Golf Galaxy employees are now calling their customers (loyal customers) cheap! As you can imagine, I am furious. Just furious. So I go to the manager. Instead of apologizing and saying “Sir, I’m sorry that we screwed up but we cannot do anything about it,” he ends up telling me that the work was done and I have to pay it. I tell him that I don’t care about the money part, but the service was terrible. Even go on to tell him that his prick of an employee was unhelpful and extremely rude. He has no answer, but he can give me half off the difference ($10). I even said I would never come back again and he could still do nothing! Ohh, and still no apology on their mistake and his employees terrible service. I leave in frustration.
The Loss
I have been going to only Golf Galaxy for everything like I mentioned. Even have forwarded sales via email to friends, coworkers and family. Not any more. I am finished at Golf Galaxy for life.
My estimated future purchases and projected revenue lost for the next 40 years. Sorry Golf Galaxy but I’m going elsewhere.
Irons (new every 5 years): $1000 x 8 = $8000
Driver (new every 3 years): $300 x 13 = $4000
Woods/Hybrids (new every 3 years): 3 clubs x $200 each = $7800
Balls (5 boxes year): $40/dozen = $8000
Total Estimate: $27,800 – this does not include shoes, gloves, tees, bags, and clothes – all bought at Golf Galaxy in the past.
The Power of Social (social experiment)
RT and pass this along. Let’s see if I hear anything from Golf Galaxy. I will update the post if I do. Twitter tag: #antigolfgalaxy
Tags: #antigolfgalaxy, golf galaxy
PRSA Young Pros 
May 12, 2009 at 4:54 pm |
They lost me (and my husband) as a customer. I never liked that place anyway. Service stinks. And they advertise items in their flyer but they are always conveniently out of them the very same day the flyer is received in the mail.
June 5, 2009 at 2:39 am |
As an employee in the Appleton store, I would like to apologize on behalf of Dick’s (Golf Galaxy’s Parent Company) and Golf Galaxy for the extremely dismal service you received.
I can assure you that although your experience was tough to endure, it was rare.
I have heard horror stories from other customers of trips to other Wisconsin stores (particularly Brookfield and Madison) and assure those customers also that overall, Golf Galaxy is made of personable, friendly, and knowledgeable employees that pride themselves on their service.
May I suggest, before you give up on our business, that you visit the Greenfield store and tell them your story. I promise it will be a wake-up call and a motivator to all the employees there. If you have another poor experience there, I would not hold it against you for leaving our company.
A few notes that may have helped with the past experience:
We have a 24-hour turnaround on regrip jobs. That is a guarantee. If they say they can’t do it, call them out: it’s a promise all stores must keep.
Since Dick’s bought out our company in 2007, we have experienced many logistical changes in our stores, including new, poorly designed service kiosks. The efficient use of these remains a mystery to many Players’ Assistants, including myself. It is not a reflection of poor training, but of poor corporate management (apologies again). If we make a mistake on a work estimate, point it out-chances are we missed a step in the confusing process-it has happened to me many times.
Again, I’m sorry that you had to go through what you did. I will bring your story to the attention of my managers, with the request that they post it in our break room for all the other employees to read. I will also request that they submit it to the higher-ups in the corporation. If I hear anything back personally, I will be sure to let you know.
Regretfully yours,
Ryan
P.S. To Lauren: The flyers are another operation controlled by the corporate office. With over 2 million active members of the Advantage Club, an efficient mailing strategy has yet to be developed, which can sometimes account for situations such as those you have described. I have even had customers bring in expired coupons but claim they received them in the mail just a day or two before coming into the store. We appreciate your feedback–again, I plead that you are not so quick to abandon our company. We pride ourselves on being able to provide you with “Everything for the Game”–above and beyond what course pro shops can provide. We want to be your one source for all your golf equipment needs. If you ever have problems, let us know. No business can be perfect, especially specialty stores such as ours. We will always do our best to accommodate you.
June 15, 2009 at 3:02 am |
ive been shopping there for years only because we dont have another golf store anywhere near.
you have to think of golf galaxy like a wal-mart, its all self serve. ive had a couple guys reccommend clubs for me several times and they honestly have no idea about the products they sell. and the fact that they dont carry ANY clubs with x-flex shafts makes it so i cant buy clubs from there, so all i go there for is grips, balls, used clubs. btw, never let the sales rep do club repair work, only let the pro do it. the sales reps only take a week course on club repair where the pro has probably been doing it for years.
i have also had problems with their customer service at my normal store, i decided the other day to go to another store thats just a little farther away and i was shocked, the guys knew their shit and were polite, and they had a better used club selection aswell.
but if youre shopping for golf clubs or accessories and are looking for some advice on what to get, talk to the pro at your local course. only go to places like golf galaxy if you already know what you want and just get it and get the hell out of there.