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Disappointing Experience with Cru Golf - PLEASE READ


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#1 mrekalic

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Posted 06 May 2017 - 08:20 PM

IF YOU ARE CONSIDERING ORDERING FROM CUR GOLF, PLEASE READ BELOW!!!

I received a set of Cru Golf driver/fairway/hybrid handmade leather head covers from my GF as a birthday gift. They arrived on time and had excellent quality. The leather was beautifully stitched and head covers looked and felt premium all the way. More importantly my GF commented how, during the ordering and building process, Cru Golf Customer Service staff had been courteous and ultra responsive. Be it phone calls or emails, they always replied graciously.

I was so pleased with the head covers, that my GF decided to order a matching leather putter head cover for me for Christmas. She placed the order in early December last year and was told by Cru Golf that the head cover would arrive before Christmas...

...this is where the horror show starts...

...not only did the head cover not arrive before Christmas (as was promised), but Cru Golf failed to answer my GF's calls and emails to check on its status. After calling multiple times every week, someone FINALLY said that the head cover had a 'quality' issue and needed to be remade...again, this was without any notification from Cru Golf beforehand.

A few weeks after that, my GF tried calling again calling again to check on its status, and again, no response from Cru Golf (as an FYI, this is mid February at this point...)

Again, after weeks of calling, someone magically picked up the phone and said they had experienced production delays and one of staff members was 'looking into' determining the status of the head cover, and committed to reply in 48 hours...

A few weeks after that, my GF tried calling again calling again to check on its status, and again, no response from Cru Golf (as an FYI, this is mid March at this point...)

We have tried calling multiple times every week since then to no avail. We have sent multiple emails, and again, no dice. We were literally left with no choice but to file a dispute with our credit card provided to get our money back.

I have been on this forum for years, and have bought a lot of golf equipment online, from big box stores, small shops, private sales...you name it...I have NEVER experienced such a blatant disregard for customer experience and lack of professionalism. It is completely unacceptable and I don't want any other WRXers to experience the horror show that I did!!!

What a major disappointment. I hope someone at Cru Golf can see this and gets back to me with an apology and explanation.

I hope that no one else has to experience this again.

Just looking out for my fellow golf enthusiasts.


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#2 tinman

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Posted 06 May 2017 - 08:33 PM

Thanks for posting your experience with them on here.Customer service is everything to me
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#3 apprenti23

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Posted 06 May 2017 - 08:35 PM

You should have called your CC company much sooner and cancelled it- that's pathetic

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#4 mrekalic

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Posted 06 May 2017 - 08:39 PM

View Postapprenti23, on 06 May 2017 - 08:35 PM, said:

You should have called your CC company much sooner and cancelled it- that's pathetic

You're absolutely right! I tried to be a reasonable human being, but now I realized I waited far too long. It is pathetic that they can't even return an email! What a disaster...

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#5 toc

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Posted 06 May 2017 - 08:58 PM

Hope you get your money back, luckily it wasn't a higher ticket item.

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#6 PersimmonEra

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Posted 06 May 2017 - 09:05 PM

My experience was bad too but I finally got my order.

http://www.golfwrx.c...73698-cru-golf/

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#7 C-rad

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Posted 06 May 2017 - 09:08 PM

Thank you for posting it. Sorry for you
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#8 gibbiesmalls

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Posted 07 May 2017 - 12:34 AM

OP - you're not alone.  Cru disappointment topics have been popping in multiple boards.  What a shame, their product is top notch, but this will keep me away. If they can treat a customer like that, I'm nothing special, they will/can treat me that way too.

Thanks for the heads up and taking the time to sharing this with the community.

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#9 thejuice

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Posted 07 May 2017 - 12:41 AM

And I was looking to order some gifts from them for my father-in-law for Father's Day.  Whelp, looks like you saved some of us from heartache.  I'm sorry you had to deal with that.  You'd think in the age of Social Media that companies would TRY to do a better job of communicating.  SMH!!!
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#10 jwash112

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Posted 07 May 2017 - 01:35 AM

Read the whole thing, I work in a service industry and always wanna give the benefit of the doubt. In your situation, there's no excuses for not getting back to you and failing to reply.


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#11 Arb8889

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Posted 07 May 2017 - 09:10 AM

Call CC company, dispute charge, done. "Horror show" is a bit much for a putter cover order. But thank you for posting so I know not to order from them!
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#12 mrekalic

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Posted 07 May 2017 - 09:12 AM

View PostArb8889, on 07 May 2017 - 09:10 AM, said:

Call CC company, dispute charge, done. "Horror show" is a bit much for a putter cover order. But thank you for posting so I know not to order from them!

It's all relative - my disappointment stems from the fact that this is/was something SO SIMPLE that was botched completely. I say it from a retail/customer experience point of view, not in absolute terms.

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#13 toophewbirdies

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Posted 07 May 2017 - 09:26 AM

View Posttinman, on 06 May 2017 - 08:33 PM, said:

Thanks for posting your experience with them on here.Customer service is everything to me

This 100%

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#14 brkuck

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Posted 07 May 2017 - 09:27 AM

Sorry to hear about your experience.  Sad to see such a simple thing go so wrong.  As stated above, i have also seen a few threads on their CS in other places and have an account that had an employee with an issue as well.

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#15 mrekalic

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Posted 18 May 2017 - 09:06 AM

UPDATE:

After posting here and contacting Cru Golf one last time, they FINALLY got back to be.

They indicated how one of their main machines used in head cover production broke down and they were trying to fix it for a long time. They issued a full refund and apologized for the delay, and suggested how they will send a putter head cover free of charge in several weeks/months (once their production issues get sorted out) as an apology for my bad experience.

I appreciate their owning up to the mistakes, but I still don't understand why they couldn't just say what the issue was a few months ago...


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#16 g_winner

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Posted 18 May 2017 - 10:15 AM

Glad to see they finally fessed up and are making things right. Still no excuse to ignoring requests and calls.
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#17 gibbiesmalls

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Posted 18 May 2017 - 10:25 AM

View Postmrekalic, on 18 May 2017 - 09:06 AM, said:

UPDATE:

After posting here and contacting Cru Golf one last time, they FINALLY got back to be.

They indicated how one of their main machines used in head cover production broke down and they were trying to fix it for a long time. They issued a full refund and apologized for the delay, and suggested how they will send a putter head cover free of charge in several weeks/months (once their production issues get sorted out) as an apology for my bad experience.

I appreciate their owning up to the mistakes, but I still don't understand why they couldn't just say what the issue was a few months ago...

Not sure how blaming a machine is owning up to mistakes. Unless of course the machine was also used to return emails and return phone calls, and handle urgent escalations.

Sounds to me like they deflected. Glad however you're getting one (we hope) for free.

Thanks for update!

Edited by gibbiesmalls, 18 May 2017 - 10:25 AM.


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#18 Skeeterfire

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Posted 18 May 2017 - 12:17 PM

Thanks.  

I purchased a custom set From Winston Collection and their customer service was great.  Really happy with an awesom set of custom leather covers.

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#19 bpostiff

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Posted 19 June 2017 - 07:56 AM

I am also having a bad experience with Cru Golf.  Ordered a custom driver headcover in January and still have not received it.  Back in March I received an email stating that it was in the final phase of production and would be shipped by the end of the week (that was 12 weeks ago now).  I have tried calling several times, but have yet to get an answer.  Email is the only way I have ever had communication with this company.  Disappointing...

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