Best Buy Golf Supply I WISH I WOULD HAVE READ YOUR COMPLAINTS FIRST!!!!!! :( Orangevale California

Dear Valued Customer, First I would like to sincerely apologize for any inconvenience that I have caused you or your family. I feel terrible for not responding earlier and staying on top of any issues that arose that should have been handled in a professional manner. We have been having supplier problems since 2004 as we distributed products for many different manufacturers. We should have communicated better with you and for that i am very sorry we did not. We were growing so quickly we did not have the man power to take care of everything the way it should have been which is my fault i should have brought on more help. I just wanted to reply to everyone that was affected and publicy apologize for the inconvenience we caused. I wish everyone a wonderful holiday season with your family.

Thank you

BBGS
Ken

We work with over 40 manufacturers we are a distributor and look all the complaints we get for them not having product in stock or back ordered. Folks all the products for the golf business come from China/Tawain it takes 30 days for a ocean shipment to arrive after the products 30-45 days to be made. If these manufacturers are keeping a tight inventory because of the economy it is out of our control. We place orders with our suppliers and we get short shipped all the time. We are sorry we do not own these companies.

The good news out of all this is we are starting our own line golf products and will not using any of these irons,wooods,wedges,putter manufacturers any more. I sure wish consumers understood the business more and also knew the hundreds of thousands of happy customers we have serviced over 15 years. Kristy we have never ever charged a customer until the product has been boxed and ready for shipment. We do not charge on the spot like most companies we wait until the order is complete and ready for shipment. Most our customers order multiple items and if the ordered items are from 4 different manufacturers it makes it difficult to complete the order if one supplier does not have the product. Kristy we work very very hard and have service hundreds and thousands of customers. My employees as well as myself have been cussed at yelled at called all the names in the book why because our suppliers are not keeping up with our volume. It is ok though because we have thousands of happy customers that continue to come back to us. We have offered numerous things for acomodate these customers that get so upset.

Instead they would rather get on a computer and hide behind it and right down right mean things about some one or some company. If they can not be patient and understand things do happen and sometimes it is out of everyones control then i am sorry for the unneeded stress. If anyone has any questions regarding any complaint or anything please call us 877-209-6381. Please feel free to call Kristy and we will answer any questions you have.

I have spent some time reading all the complaints on this company and basically they all come down to this... Customer's feel good about the price of the product, and when they (finally) recieve the product most of them say they are happy with the quality of the product..

so what's the real problem?

customers feel they are being mislead about delivery times.. if I were to order a set of clubs on Monday.. I would expect them to be delivered on Friday (4 days later using UPS ground) maybe I'm not in a hurry so I wait 1-2weeks.. nothing.. I get worried attempt to call the company, they get a full voice mailbox.. I google map the address and see it's a home based business (which makes the customer even more nervous) eventually when they do finally speak with someone they probably are a bit upset.. (you have thier money) which instead of trying to calm them down.. you react to thier frustration & you get upset... eventually they file BBB complains, chargeback with credit card company.. or with the attorney general office & if enough complaints are filed the AG office will investigate... customers will contact VISA/MC and attempt to have the bank pull the company credit card processing or the business license revoked etc.

the second problem I've read is a product is recieved damaged by a customer via delivery company (not the customer's fault) and you charge them a 2nd time for shipping.. I personally would 100% insure everything and raise my shipping price /product price slightly to cover this..& ship a replacement immediately and deal with UPS claims yourself.. -vs- forcing the customer to... unlike in China/Asia culture ..most americans don't shop 100% on price they will pay $10-$20 more from a realiable source via the cheapest internet dealer..

how can you resolve all this?
become the Ferrari dealer of .... Golf clubs

all you need to do is state clearly on your website that your Clubs are custom made for each customer.. that all orders ship within 30-60 days (1-2 months) of the date the order is placed.. if someone calls or emails to check status after 3 weeks, you refer them back to this statement.. and that you wont even begin to check status until after 30 days of order placement..

this is a sucessful business model for a company called oneshare.com customers prepay 100% at time of order and customers are clearly told during checkout that item ships within 4-8weeks.. because they have an excellent record with the BBB and no complaints on this site it works.. after about 4weeks the company sends a nice card to the customer saying.. "we have not forgotten about you.. your order is only a few weeks away" along with a coupon for an additional 5% off if a 2nd order is placed within 7 days (in order words they get a 2nd paid order -more revenue... but still haven't shipped anything to the customer)

Ken, it's obvious you Care, since you take the time to respond in this group..

since you need to improve your company image, it would be easy for some customers on this website to suggest you don't charge thier credit card until after the item ships ..... but the reality of most small business is cash flow is an issue...(even if your getting a ton of new orders... you need payment for the orders from customers... in order to place a bulk order with the manufacture) so maybe 50% deposit at time of order etc. or if you have 100 Clubs in stock of a certain brand.. only oversell 150 clubs (airlines do this with overbooking seats all the time.. it's part of the business model) but I would always keep 1 or 2 extra clubs always in stock for the shipping damages, replacements can be sent out immediately

or don't charge what your doing ...but get alot better at responding to all customer issues within 24hrs.. even if means outsourcing the phones to somebody else (or even hiring college kids) and they email you the messages.. I'm not going to tell you how to run your business.. but I would deal with the complaint problems ASAP.. and get your BBB record cleared up.

what is going to happen to your company.. if you don't change?

sure a few customers on this website place complaints.. to be honest you can probably ignore most of them... it might effect some future sales..

Eventually your going to upset the wrong customer.... be it a U.S. Congressman from small district nobody's ever heard of... or a Senior Partner at a major U.S. Law firm ...

who can assign a dozen paralegal's to deal with you..or uses his firms resources to organize Class Action lawsuit, or place "frivolous lawsuits" and if you decide to ignore them.. get a default judgement and then place a lien against your assets.. or decides to involve you in pre-trail "discovery process" or endless Subpoena or Depositions requests.. any of this can make your life really unpleasant.. and basically no cost to him and cost you thousands in legal fees

The first signal of guilt where repeated reports of this sort are concerned is a rebuttal like Ken's. Let's take a count of everyone who is at fault for the customer dissatisfaction according to Ken:

1. Manufacturers
2. Foundries
3. Customers

Exactly where is the accountability from the company's standpoint? Are ALL of these reports the fault of someone else but YOU?

A paying customer deserves nothing less than the product paid for in the time frame promised by the seller. If you fail to deliver in accordance with that buyer/seller agreement, YOU are to blame - and therefore charged with making the buyer happy.

Stop with the excuses and make these customers happy. After your alleged 15 years of business, you should understand that part of the process by now.

We have been in business for over 15 years for a reason. We have thousands and thousands of satisfied customers that are very happy with us and continue to purchase from us. We work with over 60 manufacturers and we are at the mercy of the manufacturers and foundries on our products. If they are out of stock or behind in production it is out of our control. We are a large volume company that fills orders upon receiving them in order in which we receive them. We are always striving to improve. We have been yelled at and cussed at with vulgar language from customers for a manufacturer being back ordered on a product that is out of our control. No one and we mean no one needs to be spoken to like that. We are a great source for top of the golf products at affordable prices. We are sorry for any inconvenience that has been caused but certain things our out of our control.
Please do contact us if you would like to discuss this any further and we will do everything we can to help you.

We have been in business for over 15 years for a reason. We have thousands and thousands of satisfied customers that are very happy with us and continue to purchase from us. We work with over 60 manufacturers and we are at the mercy of the manufacturers and foundries on our products. If they are out of stock or behind in production it is out of our control. We are a large volume company that fills orders upon receiving them in order in which we receive them. We are always striving to improve. We have been yelled at and cussed at with vulgar language from customers for a manufacturer being back ordered on a product that is out of our control. No one and we mean no one needs to be spoken to like that. We are a great source for top of the golf products at affordable prices. We are sorry for any inconvenience that has been caused but certain things our out of our control.
Please do contact us if you would like to discuss this any further and we will do everything we can to help you.

We have been in business for over 15 years for a reason. We have thousands and thousands of satisfied customers that are very happy with us and continue to purchase from us. We work with over 60 manufacturers and we are at the mercy of the manufacturers and foundries on our products. If they are out of stock or behind in production it is out of our control. We are a large volume company that fills orders upon receiving them in order in which we receive them. We are always striving to improve. We have been yelled at and cussed at with vulgar language from customers for a manufacturer being back ordered on a product that is out of our control. No one and we mean no one needs to be spoken to like that. We are a great source for top of the golf products at affordable prices. We are sorry for any inconvenience that has been caused but certain things our out of our control.
Please do contact us if you would like to discuss this any further and we will do everything we can to help you.

We have been in business for over 15 years for a reason. We have thousands and thousands of satisfied customers that are very happy with us and continue to purchase from us. We work with over 60 manufacturers and we are at the mercy of the manufacturers and foundries on our products. If they are out of stock or behind in production it is out of our control. We are a large volume company that fills orders upon receiving them in order in which we receive them. We are always striving to improve. We have been yelled at and cussed at with vulgar language from customers for a manufacturer being back ordered on a product that is out of our control. No one and we mean no one needs to be spoken to like that. We are a great source for top of the golf products at affordable prices. We are sorry for any inconvenience that has been caused but certain things our out of our control.
Please do contact us if you would like to discuss this any further and we will do everything we can to help you.

I called to confirm cancelation and recieved all the past rebutals in one phone call. very please to have found the ripoff website.

thank you

thank you

Oh and by the way he said he knows where I live.