Business ProfileforIn The Hole!, Inc

On February 16, 2021, BBB recognized a pattern of complaints from consumers regarding delivery, customer service, and refund issues.  Consumers allege that the business charges for orders immediately but there are long delays with both back orders and shipping. Consumers further allege that they make multiple calls and/or emails to the business with no answer or response.  Complainants state that because the business is unable to be reached, they are unable to obtain a refund for undelivered orders in a timely manner.  In The Hole! Inc. is ultimately responding to complaints, but it does appear the consumers have to jump through hoops to reach the business.

As of February 27, 2021, In The Hole! is working with BBB to eliminate the underlying pattern of complaints.  The business did not sign the agreement to eliminate the pattern of complaints and but has provided the following response:

"As you can see in the “Availability” field, near the “Add to Cart” button, we have the anticipated availability for these products.  We have also started following up with an email informing the customer for the lead time. The supply issues of the past year have been unprecedented, and although they are starting to improve, they are likely to persist for quite some time.  So we are implementing systems to continue to follow up with customers and inform them of expected lead times for these affected products and provide updates as they become available.  We are committed to taking care of our customers and providing the best service possible.  To ensure customer inquiries are addressed as quickly as possible, we are in the process of hiring more customer service staff as the golf season is almost upon us.  We are always available during business hours of 9am-5pm MST, Mon-Fri.  Although we have had challenges managing call volumes over the past year and hold times to speak with customer service agents, additional staff will alleviate these wait times.  We are also available via email.  We have been in business for over 20 years and have never seen a spike in demand as we have over the past year.  We are putting systems and staff in place to handle another surge in demand for this golf season."