Complaints

This profile includes complaints for Foot Joy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Foot Joy, Inc.

  333 Bridge St Fairhaven, MA 02719-4905

• 

  Foot Joy, Inc.

  2819 Loker Ave E Carlsbad, CA 92010

• 

  Foot Joy, Inc.

  144 Field St Brockton, MA 02302

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought golf shoes with a 2 year warranty. I filed a warranty claim because the shoes leaked. They agreed to send me a $130 settlement for the leaking shoes in October 2024. The settlement never came. I have called and emailed several times only to be told they have shipped the replacement or it will be shipped next week. To date I have received nothing and now they just tell me they will have someone get in touch with me to settle the claim. Any help would be greatly appreciated.

  Business Response

  Date: 12/18/2024

  Hi *****,

  I'm so sorry for the inconvenience here. Your replacement order was placed, but it appears there was some sort of glitch between the order being placed and communicating with our warehouse. I've corrected the issue, rushed out the replacement order, and it should be delivered today. Please don't hesitate to reach out to me if you experience any further issues. 

  Best Regards,

  ***** Callahan  - Team Leader FootJoy Warranty

  ************** 

  Our business hours are Mon-Thurs 8am-5pm est and Friday 7:30am-4pm est. 

• Initial Complaint

  Date:08/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of Footjoy golf shoes on **** from ***** Shoes and Sportswear on Feb 1, 2024. These shoes have a two year waterproof warranty. When the left shoe started to leak, I filed a claim with Footjoy this month and provided photos as requested. I received an e-mail from footjoy on 8/12/2024 denying my claim stating that because "**** is not an authorized Footjoy dealer", (I purchased these shoe from ***** shoes THROUGH ****), "unfortunately putting these shoes outside of our warranty policy." After reviewing Footjoy warranty policy, I responded to them and asked for them to direct me to the specific language that states that their shoes MUST be purchased only from authorized dealers in order to have a valid warranty claim. I have not received a response from Footjoy directing me to that language. In fact, the following is the actual language in the Footjoy warranty article, "2. Limited Waterproof Warranty FootJoy warrants that certain FootJoy golf shoes purchased in ***************** will be waterproof in normal use for two years or one year (depending on the actual style purchased) from the date of original purchase, provided that the shoes have suffered no cuts, abrasions, or other damage and have not been subjected to alteration, misuse, abuse or other mistreatment."As you can see, the language only states that golf shoe purchased in the ************* will be warrantied. No where does it state that shoe have to be purchased by an authorized dealer.

  Customer Answer

  Date: 08/26/2024

  I have not heard from the business in response to my complaint, other than the original e-mail messages.

  Business Response

  Date: 10/16/2024

  The FootJoy warranty policy establishes that certain products, including Pro/SL Performance Leather Golf Shoes, are eligible for waterproof warranty protection for up to two years from the date of original purchase. Mr. ****** purchased the product in question from K&K Shoes and Sportswear, an **** re-seller, on February ******.
  
  FootJoy has no relationship with any **** merchants, including K&K Shoes and Sportswear, and Mr. ****** has not provided any documentation to establish when K&K Shoes and Sportswear originally purchased the product in question. In cases where FootJoy is unable to determine a products date of original purchase, FootJoy can only assume that such product was originally purchased on or about its date of manufacture. 
  
  Here, the product in question was manufactured in September 2021, more than two years prior to Mr. ******* August 2024 warranty claim. Accordingly, and consistent with the FootJoy warranty policy, FootJoy concluded that the product in question was not eligible for warranty protection and denied *********** warranty claim.

  Customer Answer

  Date: 10/17/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

  Attached is the receipt for my purchase of the golf shoes (which I had originally sent to Footjoy)  indicating the date they were purchased, the price I paid, and the model of the shoes, and the photos of the shoes just as Footjoy requested.  For them to say that I never provide a purchase date is just not true.
  

   

   

  Business Response

  Date: 10/29/2024

  Dear *** ******

  Please see the excerpt below from our previous response:

  "FootJoy has no relationship with any eBay merchants, including K&K Shoes and Sportswear, and *** ****** has not provided any documentation to establish when K&K Shoes and Sportswear originally purchased the product in question."

  Best Regards,

  ***** ********

  Customer Answer

  Date: 10/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:10/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of Footjoy shoes from Carls Golfland in December 2022. It was a one year waterproof warranty. My shoes got water in them. Because I live in ****** I liked the convenience of just sending pictures of my shoe to Footjoy as opposed to shipping it to Carls Golfland. Once Footjoy saw my pictures they rejected my warranty claim saying my shoes looked too used, but thats what shoes are for, to use them. They absolutely refused to honor their warranty no matter how much I pleaded and they said if I did certain things (which would cost more money) then the shoes wouldnt look like that. I took care of my shoes the best I can and the creases have nothing to do with being waterproof. The person I spoke with on the phone the first time said as long as they werent run over by a truck it should be fine. ******************* told me they never have any issues with warranty claims with Footjoy because they are a big customer. Please help.

  Business Response

  Date: 10/26/2023

  Dear BBB, 

  Thank you for contacting FootJoy regarding Mr. ***************************** warranty claim.  Golf Sneaker model 56722 are offered with a 30 Day Comfort, 9 Day manufacturer, and 1-year Waterproof warranty.  Though his shoes were just under our 1-year waterproof warranty, they have excessive wear and poorly maintained.  His leather uppers have not been properly maintained with warm water/soap or a leather lotion.  The uppers show signs of significant dryrot/cracking from lack of care. This particular shoe has removable cleats which should be changed periodically to prolong the life of shoes, but based on his photos, his cleats have never been changed.  In fact, the cleats have been worn until broken/deteriorated, which appears to have damaged the cleat receptacles holding cleats in place. 

  I have shared this claim with upper management.  Our decision will not waver.  

  Thank you, 

  *************************

  Consumer Relations Supervisor 

  (Please read below)
  

  WHAT FOOTJOY WARRANTIES DO NOT COVER
  Even though the applicable warranty period may not have expired, certain conditions may invalidate FootJoy warranty coverage. By way of example, but not all inclusive, FootJoy will not issue credit for returned product that have experienced:
  - Excessive damage/scuffing to shoe upper caused by toe drag
  - Cracking of shoe upper leather caused by lack of proper maintenance
  - Damaged shoe spike receptacles caused by using non-FootJoy replacement spikes
  

  Customer Answer

  Date: 10/26/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [The shoes were used to play golf and its not the conditions of a private country club like the people they provide free shoes to. They were wiped whenever it was dirty and put near a dehumidifier overnight, I did not spend every moment treating the shoes like it needed to be tended to 24/7, I took care of them very well though. To even mention a leather lotion means they want me to buy more expensive products.  The uppers are still in good shape and the dry rot/ cracking is  just what happens when shoes are used over time, there are a few lines but nothing is broken.  There is probably more damage than there would have been had the water stayed out. The cleats claim is absolutely ridiculous, the person on the phone said that wasnt even considered because it has nothing to do with the waterproof issue.  Changing the cleats do not affect the rest of the shoe. They were however changed once. The cleat receptacles are still perfect. What they said about it being damaged is made up because it is impossible to see unless the cleats are removed, though still unrelated to a waterproof issue. In my entire life Ive never dealt with a company that refused to honour a warranty claim, especially if the items are pricey.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 11/01/2023

  Based on the photo's received the uppers appear to be dryrot and cracking and the cleats appear to have broken apart in the receptacles.  You mention the cleat receptacles are not damaged, if you can provide me with a photo of the bottoms of the soles with the receptacles free of broken cleats, I will be happy to work with you.  We will either provide you with a partial credit or a closeout pair of shoes, as a onetime courtesy.

  Also, the uppers of your shoes are actually made of PVC which is a manmade material, therefore warm water and mild soap usually does the trick to keep them clean.  

  The customer is welcome to contact me tomorrow at ************ and I would be happy to discuss further. 

  *****

• Initial Complaint

  Date:07/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called FootJoy customer service about golf ********************** hurting my feet when I play golf, I explained that this is not the first pair but 4th so I am familiar with the style (Traditional Wingtip) shoe.I was told to send them back, I did along with attached information, in June. FootJoy did receive tracking number: **** **** **** **** **** 94 around June 17. I did not hear anything from FootJoy and on the 29th of June I emailed customer service for an update and still I have not herd anything from FootJoy. I purchased shoes back in April of the year and did not start wearing them until May, I trade wearing golf shoes weekly and I only wore shoes 3 times, I explained all this to representative on the phone. The shoes cost me $139 plus Tax (*****%) maybe shipping. I paid $23 to return to FootJoy.

  Business Response

  Date: 07/12/2023

  Hi ***,
  
  Sorry for the delay with touching base with you. We have been short staffed to kick off the month of July.  
  
  Your replacement order was logged June 29th on order ********** however they never shipped as we do not have size 8.5M in stock.    
  Please give us a call at ************ and we will discuss your options with you. 
  
  Regards,J
  *************************
  Consumer Relations Supervisor

  Customer Answer

  Date: 07/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau: FootJoy this morning agrees to send out replacement shoe, style Pro/SL Sport, color Grey ReefBlue size 8.5 and shoes should arrive within 1 week. I will be sure and let you know if FootJoy does follow through.
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************