ComplaintsforBen Hogan Golf Equipment Company

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  *** ******************** offers a 12 month warranty on products (in this case a set of golf clubs). Company is refusing to consider a valid warranty claim. I made my original purchase on 11/22/2021 (amount: $948; order#: BH66413). During that first year, I encountered issues with a couple clubs and contacted the company on 11/11/2022 (within one year of purchase). The company apparently went out of business and didnt reply to my request for warranty information. *** ******************** is now back in business as of recently, so I contacted them to continue the discussion. They informed me they couldnt verify my original purchase order or date because they no longer had access to that database. Therefore, I emailed them a copy of my invoice showing the purchase date. In addition, I shared my 2022 email documenting that I made an attempt to start a warranty claim within the allowed 12 month warranty period. *** ********************s reasons for denying my claim have been unsatisfactory, and I have provided full details showing my purchase, date, order number, and attempts to contact them. My desired resolution is they either perform the warranty repairs themselves or cover the expense to have it done elsewhere, whatever they prefer.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Order # BH73278 on July 1, 2022 I ordered a set of Golf clubs from the Ben ******************** Company For $815.00 Paid in full I have not received my golf clubs I have tried to get in contact with The Ben ******************** Company Phone has been disconnected I have e mailed several times stating I would like a full Refund No answer to E mail There E mail address is ********************* (Ben ******************** Golf) <************************************************* I have also written to The ********************* Company who owns the Ben ******************** name *********************************** I have not heard back from them either You can go to their website and there is a message of where they were having problems Now it seems like they have went out of business I would just like a Refund I bought these clubs in good faith Please Help Ben ******************** GolfORDER #BH73278 Thank you for your purchase!Hi ******,PTx PRO Irons 1 Right / 5-PW / UST Recoil 760-F2/A-Flex (Graphite)$815.00 Subtotal $815.00 Shipping $0.00 Total $815.00 USD

• Initial Complaint

  06/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  SCAM ALERT... Not hand crafted in Texas. They are crafted in China and assembled in Texas. Absolutely WORST Company every. They blocked my account from their FB page when I told them I would be leaving a negative review. My driver shaft has come out of the COG. They want to try and re-glue it. Club has been weakened at the tip as I have no idea how many times I hit it like this. The only reputable solution is new shaft and COG. Their solution is patch it so it goes outside of warranty and breaks and now can't be fixed at their expense. You can Never get anyone on the phone. Excuse, we are understaffed. Been this way for two years now! Support messages take to long and don't address problem. So back and forth for days. I want a REPLACEMENT not a patch job and not in a month from now!

  Business response

  06/07/2021

  
  The *** ***** Golf Equipment Company stands behind our products and practices and we always strives to deliver on *** *****'s promise to deliver the "highest-quality and best-performing golf clubs in the world" to our customers.  In fact, we have have very few ... if any ... complaints about our products from the thousands of customers we have served in recent years.
  
  *** ******** seems to be an exception.  If you recall, he filed a complaint against our Company in September, 2020 about some of our business practices.  See Attachment A which shows the email correspondence between the  Customer Service Team at *** ***** Golf and *** ********.  As you will see, we tried to satisfy him on a number of issues in a very professional and rationale manner, which he declined.  Instead, he simply threatened our Company with negative reviews.

  The same type of situation arose regarding another golf club he had purchased from us more recently (see Attachment B).  Again, our Customer Service team tried to rectify the situation in accordance with our published repair policy.  Again, because *** ******** didn't like or agree with our policy ... nor our repeated offers to repair his club ... he simply threatened us with bad reviews.

  In short, I personally stand behind how our team handled these two complaints (though it is obvious that one of our Customer Service representatives became frustrated with *** ******** and was quite abrupt in one of his recent responses ... something I will address internally).  We are still more that willing to repair his club in accordance with our well-established procedures.  However, since we cannot seem to please *** *******, we will not accept orders from him in the future.

  Please feel free to contact me at ***** ******** should you have any questions, comments or concerns.  Thank you.

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

  
  

  Customer response

  06/09/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  As you can see they do not even address me the one Complaining. They are more concerned about address the BBB.
  
  Standing behind the way they handled the complaint does not surprise me. 
  
  So I am the Exception they say... 
  
  Taken from their FB Reviews... 
  
  "Customer service is non existent. Placed an order and the email they sent shows the wrong shaft. Trying to get in touch with them to change it and it’s impossible."
  
  "HORRIBLE customer service, and no quality control. Let the buyer beware!"
  
  "Do you know a Craig Ellis Denson? Says he is an Ambassador for you. He gave me specific instructions to kill myself on Instagram. You might want to know."
  
  "My husband's PTx irons lasted about a year. Heads started flying off and twisting on the hosel. Makes for an unhappy golfer/husband...No help from the company either."
  
  
  Trust Pilot Reviews:
  
  "I have sent 4 emails to this company. All I wanted is to by one of their products,the G53 MAX driver. I live in Canada and guess they don't like customers from outside the US. I have not received ONE response. What a joke of a company."
  
  "Bad quality, and customer service is horrible!"
  
  "Poor Customer Service and Follow-up and RETURN POLICY"
  
  "Mind boggling customer disservice"
  
  
  I think you get the point. But I am the exception they stay.
  
  
  Now you know what kind of company I am dealing with.
  
  Anyone who thinks they should be able to call and speak to a customer service rep is a bad customer.
  
  Anyone who think if they leave three voice mail messages they should get a call back and doesn't is a bad customer.
  
  Anyone who then sends a follow up message and waits two days with no response is a bad customer.
  
  
  So their idea is service is after all those attempts and now a full week later is to send an email with a return ground label.
  
  Nothing else... Not how they plan to address my damaged club/ Not how they plan to fix it and now how long I can now not play golf.
  
  
  Since it took my 45 days to originally get my clubs and everytime I do finally speak to someone their excuse is sorry we had a record sales year but we refuse to service our customers by hiring an adequate service team. We are currently understaffed is all you ever hear.
  
  
  So as you can see their response did not address me or my problem. They addressed you the BBB!
  
  They once again show they could care less about their customers. Just saving face with the BBB. 
  
  I cant really reject their response because they did not give one.
  
  So I was finally told you can not expect us to drop everything and put you to the front of the line. Your club will be fixed and mailed in order of our sales that are going out. 
  
  So three days ground back to TX. Then a bandaid patch job to make the club last outside of the year warranty. This will take 3-4 weeks based on my order experience and then another 3 days back. So after spending almost 2k with them I am expected to wait a month with no club that will come back patched and not repaired.
  
  So I took it to the PGA super store they confirmed tip most likely weakened and best to reshaft. I spent $80 on a reshaft job. I forwarded the receipt to *** ***** via email. 
  
  At this point the only expectable solution is to cover the $80 form the repair of my club they have refused to do.
  
  Sincerely,
  
  ***** ********
  
  PS... Maybe this time they will address me and my complaint instead of kissing the BBB you know what!

   Attached is my receipt for my repair work from PGA super store.

  Business response

  06/17/2021

   We do not take *** ********'s accusations lightly.  Again, the *** ***** Golf Equipment Company strives to deliver the highest levels of Customer Service possible.  It is disappointing that *** ******** feels that we did not deliver on this promise.

  As previously mentioned, we have very clear and well-defined policies for repairs and warranties on our golf equipment.  Under no circumstances do we condone repairs by third-parties such as a local golf pro shop or repair store.  This practice is akin to taking a new car to a local automobile repair shop to have work done.  Continuing with that analogy, *** ********'s actions with his *** ***** driver would be like taking a new vehicle back to a dealership and demanding repairs be made immediately, without having an appointment with the service department.  

  We will not, under any circumstances, reimburse *** ******** for the unauthorized repairs that he had made to his driver as our Customer Service team had promised to do so ... on multiple occasions.  The fact that he was unwilling to wait for the analysis and repair, per our policy, is unfortunate.  However, as a gesture of goodwill, we will provide *** ******** with an $80.00 gift card to be used for a future purchase on BenHoganGolf.com.  

  Please let me know if this offer will be acceptable.  Thank you.

   

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

   

  Customer response

  06/19/2021

   Complaint: ********
  
  I am rejecting this response because:
  
  So they want to compare this to buying a car.
  
  So when you buy a New car you NEVER within the first year have to take it back to get something fixed. 
  
  Used car maybe but New car no!.. Unless you buy a LEMON.
  
  With that said would you take it back to the company that sold you then LEMON and then ignored your Voicemails and emails for an entire week?
  
  A company that blocks you from communicating with them in the middle of a chat on their ******** page?
  
  We you do eventually get to someone they tell you that they are understaffed and cant handle their workload? Hence responding to you in a timely professional timeframe!
  
  Would you go back to this company and trust your repair to them. I don't think so!
  
  The golf club I bought was a LEMON... It made it literally 6 rounds of golf before falling apart. Six rounds! Since *** ***** Clubs are NOT hand Crafted in Texas like they claim, they are just assembled in Texas. You would think since all they have to do is put them together and it took a 45 days for them to do this they would be put together to last longer than 6 rounds.
  
  So *** ***** Repair Policy according to ***** ***** the *** is as follows...
  
  Call us three times.. Leave us two voicemails... When we don't respond to that leave us two emails and then and maybe then we will send you a return label with zero instructions on how they plan to fix your club and how long it will take. 
  
  So wait at least a week to get us to response if you happen to be persistent enough.. Send it back ground shipping... Wait till were done sending out the sales orders that came in before you. So, about four weeks! Then we'll ship your club back with a patch to get it to last a few more months and get outside the warranty window. So no club for about a month! Because I was told what do you expect to be put at the front of the line. We have sales orders to that came in before you that need to get done first.
  
  So not only does *** ***** lie to its customers with ILLEGAL false advertisement... "Hand crafted in Ft. Worth, Texas" I'm not sure when "assembling" golf clubs became "crafting" them?
  
  Let me fix this for you so you don't mislead and commit Illegal False advertising anymore..
  
  "Hand ASSEMBLED in Ft. Worth, Texas"

   Now I am really confused about the solution... "As a gesture of goodwill, we will provide *** ******** with an $80.00 gift card to be used for a future purchase on BenHoganGolf.com"

  
  In ***** *****'s first response to the BBB that did not address me directly nor my concern he clearly stated... "However, since we cannot seem to please *** *******, we will not accept orders from him in the future."

  
  So if I am no longer allowed to make an order (not that I would at this point), what good does an $80 *** ***** gift card do me?
  
  So, the solution is to give me something he clearly stated in his first response I would not be able to use? I see!!

   

  Regards,
  
  ***** ********

  Customer response

  06/25/2021

  Complaint: ********
  
  I am rejecting this response because:

  The BBB Closed My last complaint to favor the company. As long as the BBB is getting paid! If you close this complaint without a resolution I will call the States Attorney and file complaint on BBB. I had a complaint open that the BBB clearly did not read and then closed. This is BBB cycle... you complain. The business respondes without addressing the complaint. You reject. The company makes a bogus offer you reject. BBB Closes the compliant to favor the company. Why because the companies pay them to do so. Membership has its privileges! I was offered an $80 Gift card in my last complaint that can only be used at **************** The problem is in the previous response from *** ***** Golf *** I was also told they will Never accept another order from me. So, I had to reject the offer because it was a bogus offer. The BBB clearly does not care. So, lets give this another try and see if I the CUSTOMER that got scammed can get a resolution. I mean it is why the BBB is hear, righ? Refund
  
  Regards,
  
  ***** ******** 

  Business response

  06/25/2021

  As offered previously, we are happy to issue an $80 gift card as a token of good faith to *** ******** for use on our website.  He is welcome to use this towards the purchase of any equipment or accessories that we offer. 

   

  Best regards,

  ***** *****

*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. ↩