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Equipment purchase - is this right?


39 replies to this topic

#1 DavePelz4

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Posted 30 August 2017 - 08:44 AM

Recently I ordered a 7H online through one of the OEM's websites.  Yeah, go ahead and make fun of the 7H but if it's good for Obee...you get the point.  Anyhoo, being impatient for the new toy, I placed the order with expedited shipping which added about $25 to the cost.

Upon receiving the confirmation email of the order, it stated that the club was on back order and not available until mid September. Who knew 7H's were in such demand?  Reaching back to the customer service group, I inquired about the expedited shipping cost because clearly it was not going to be delivered within the original time frame expected so why should expedited shipping be charged?  The answer was a polite, uh no...you'll get it after we get it.

My thought is that since the club isn't being received in the expedited shipping time frame and it was ordered directly from an OEM vs an online retailer, I shouldn't be charged for the expedited shipping.

Thoughts?


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#2 dcfas

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Posted 30 August 2017 - 08:48 AM

View PostDavePelz4, on 30 August 2017 - 08:44 AM, said:

Recently I ordered a 7H online through one of the OEM's websites.  Yeah, go ahead and make fun of the 7H but if it's good for Obee...you get the point.  Anyhoo, being impatient for the new toy, I placed the order with expedited shipping which added about $25 to the cost.

Upon receiving the confirmation email of the order, it stated that the club was on back order and not available until mid September. Who knew 7H's were in such demand?  Reaching back to the customer service group, I inquired about the expedited shipping cost because clearly it was not going to be delivered within the original time frame expected so why should expedited shipping be charged?  The answer was a polite, uh no...you'll get it after we get it.

My thought is that since the club isn't being received in the expedited shipping time frame and it was ordered directly from an OEM vs an online retailer, I shouldn't be charged for the expedited shipping.

Thoughts?
Absolutely. Stop payment if necessary. You should be able to have this changed without any nonsense. Wow.

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#3 Roadking_6

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Posted 30 August 2017 - 08:50 AM

Give us the sellers name so they can be added to the block list

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#4 RRFireblade

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Posted 30 August 2017 - 08:51 AM

Unless it was clearly stated as not being in stock, then I agree.  I would just cancel the order altogether.
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#5 Soloman1

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Posted 30 August 2017 - 08:52 AM

They hold up convenience stores in the evenings after they get off work. Completely normal customer service these days...

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#6 duffer987

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Posted 30 August 2017 - 09:00 AM

I think had you not added the Capri pants to the order, it would have been delivered on time.

Seriously though I assume they will still ship the club (once in stock) in an 'expedited' fashion, thus living up to their end in regards to the shipping.
That said, I'd also say, since the point of the expeditious shipping is now lost, they should be able to change it to standard shipping for you at your request and refund the difference and instead of getting it in 'once in stock + 24hrs', you get it in 'once in stock + 5 days'.

I don't think it's an unreasonable request and you should ask again and/or escalate if you feel like it :)

Edited by duffer987, 30 August 2017 - 09:02 AM.


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#7 DavePelz4

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Posted 30 August 2017 - 09:07 AM

View PostRoadking_6, on 30 August 2017 - 08:50 AM, said:

Give us the sellers name so they can be added to the block list

It was an OEM and I intentionally didn't post who because they have been very fair on past orders.

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#8 DavePelz4

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Posted 30 August 2017 - 09:08 AM

View Postduffer987, on 30 August 2017 - 09:00 AM, said:

I think had you not added the Capri pants to the order, it would have been delivered on time.

Seriously though I assume they will still ship the club (once in stock) in an 'expedited' fashion, thus living up to their end in regards to the shipping.
That said, I'd also say, since the point of the expeditious shipping is now lost, they should be able to change it to standard shipping for you at your request and refund the difference and instead of getting it in 'once in stock + 24hrs', you get it in 'once in stock + 5 days'.

I don't think it's an unreasonable request and you should ask again and/or escalate if you feel like it :)

View Postduffer987, on 30 August 2017 - 09:00 AM, said:

I think had you not added the Capri pants to the order, it would have been delivered on time.

Seriously though I assume they will still ship the club (once in stock) in an 'expedited' fashion, thus living up to their end in regards to the shipping.
That said, I'd also say, since the point of the expeditious shipping is now lost, they should be able to change it to standard shipping for you at your request and refund the difference and instead of getting it in 'once in stock + 24hrs', you get it in 'once in stock + 5 days'.

I don't think it's an unreasonable request and you should ask again and/or escalate if you feel like it :)

I do have the legs to pull that look off...just sayin...

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#9 Roadking_6

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Posted 30 August 2017 - 09:08 AM

View PostDavePelz4, on 30 August 2017 - 09:07 AM, said:

View PostRoadking_6, on 30 August 2017 - 08:50 AM, said:

Give us the sellers name so they can be added to the block list

It was an OEM and I intentionally didn't post who because they have been very fair on past orders.
I was kidding......sarcasm doesn't come across well in text :)

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#10 VNutz

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Posted 30 August 2017 - 09:09 AM

That's BS, they should throw in an 8h for good measure.

Seriously though, there's no reason they cannot undo the expedited shipping and change to ground or something. If they didn't I'd cancel and order elsewhere, in stock, and for less shipping.

Edited by VNutz, 30 August 2017 - 09:11 AM.


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#11 jaygween

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Posted 30 August 2017 - 09:14 AM

I ran into this situation when ordering the Cobra driver/3 wood deal through Maple Hill. I wanted the clubs as fast a possible so I added on expedited shipping, only to find out the shafts I wanted in the clubs were backordered. After a quick email explaining the situation, they refunded my expedited shipping immediately.

Edited by jaygween, 30 August 2017 - 09:15 AM.


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#12 Nessism

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Posted 30 August 2017 - 09:19 AM

My "thoughts" is that this thread should be in the Deals/No Deals forum.  Not in the General Golf Talk forum.

I agree that paying extra for "expedited shipping" is silly at this point.  The decision should be yours though.  If the CSR won't change the order I'd cancel it and reorder without the extra charge.
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#13 1t2golf

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Posted 30 August 2017 - 09:30 AM

Moved to DND.
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#14 Jag80

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Posted 30 August 2017 - 10:22 AM

As others have said, just cancel the order if they don't let you change shipping. I don't know how high you went up the CS chain for your final answer. A usual "transfer me to a Supervisor " gets the job done.

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#15 Z1ggy16

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Posted 30 August 2017 - 10:29 AM

Their stance might be that it's the rate for shipping from when the unit actually is "Available" to ship, Ie if it's in stock... you get it in 2 days, instead of 7. If it's 6 weeks back ordered, you get it in 6 weeks and 2 days instead of 7 weeks.

I'd just cancel the order regardless. It should have been stated it was on back order upfront.

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#16 bigeasy

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Posted 30 August 2017 - 10:41 AM

Very simple, cancel the order and reorder when they are back in stock
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#17 DavePelz4

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Posted 30 August 2017 - 11:24 AM

View PostNessism, on 30 August 2017 - 09:19 AM, said:

My "thoughts" is that this thread should be in the Deals/No Deals forum.  Not in the General Golf Talk forum.

I agree that paying extra for "expedited shipping" is silly at this point.  The decision should be yours though.  If the CSR won't change the order I'd cancel it and reorder without the extra charge.

Apologies...not being a huge equipment ho I wasn't sure where to post it.

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#18 TheBIIgCat

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Posted 30 August 2017 - 08:07 PM

View PostDavePelz4, on 30 August 2017 - 11:24 AM, said:

View PostNessism, on 30 August 2017 - 09:19 AM, said:

My "thoughts" is that this thread should be in the Deals/No Deals forum.  Not in the General Golf Talk forum.

I agree that paying extra for "expedited shipping" is silly at this point.  The decision should be yours though.  If the CSR won't change the order I'd cancel it and reorder without the extra charge.

Apologies...not being a huge equipment ho I wasn't sure where to post it.
I had the same issue with an OEM order, paid the expedited shipping and then after the order is placed, they told me it was on a 2 week back order. I didn't get a refund nor did I get the club any sooner...
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#19 ATAlxndr

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Posted 30 August 2017 - 10:16 PM

View PostDavePelz4, on 30 August 2017 - 08:44 AM, said:

Recently I ordered a 7H online through one of the OEM's websites.  Yeah, go ahead and make fun of the 7H but if it's good for Obee...you get the point.  Anyhoo, being impatient for the new toy, I placed the order with expedited shipping which added about $25 to the cost.

Upon receiving the confirmation email of the order, it stated that the club was on back order and not available until mid September. Who knew 7H's were in such demand?  Reaching back to the customer service group, I inquired about the expedited shipping cost because clearly it was not going to be delivered within the original time frame expected so why should expedited shipping be charged?  The answer was a polite, uh no...you'll get it after we get it.

My thought is that since the club isn't being received in the expedited shipping time frame and it was ordered directly from an OEM vs an online retailer, I shouldn't be charged for the expedited shipping.

Thoughts?

Did you have any customizations being done to the club? I see both sides. One of the biggest issues I have with customers placing orders through my store is that they believe shipping means from the moment they purchase it. 2 day shipping doesn't mean you're getting the product in 2 days, it means you're getting the product 2 days after they process, build, customize, etc. It kills me when customers think that expedited means the whole order process is exedited. I think the bigger issue here is OEMs not informing customers of backorders before orders are placed or payment is received.

Edited by ATAlxndr, 30 August 2017 - 10:17 PM.

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#20 tatertot

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Posted 30 August 2017 - 10:23 PM

I take it the 9H and Wedgewood you ordered were in stock? ��

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#21 ntwusc

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Posted 30 August 2017 - 10:27 PM

Keep calling until you get someone to give you what you want. It's not an unreasonable request.

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#22 DavePelz4

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Posted 31 August 2017 - 06:19 AM

View PostATAlxndr, on 30 August 2017 - 10:16 PM, said:

View PostDavePelz4, on 30 August 2017 - 08:44 AM, said:

Recently I ordered a 7H online through one of the OEM's websites.  Yeah, go ahead and make fun of the 7H but if it's good for Obee...you get the point.  Anyhoo, being impatient for the new toy, I placed the order with expedited shipping which added about $25 to the cost.

Upon receiving the confirmation email of the order, it stated that the club was on back order and not available until mid September. Who knew 7H's were in such demand?  Reaching back to the customer service group, I inquired about the expedited shipping cost because clearly it was not going to be delivered within the original time frame expected so why should expedited shipping be charged?  The answer was a polite, uh no...you'll get it after we get it.

My thought is that since the club isn't being received in the expedited shipping time frame and it was ordered directly from an OEM vs an online retailer, I shouldn't be charged for the expedited shipping.

Thoughts?

Did you have any customizations being done to the club? I see both sides. One of the biggest issues I have with customers placing orders through my store is that they believe shipping means from the moment they purchase it. 2 day shipping doesn't mean you're getting the product in 2 days, it means you're getting the product 2 days after they process, build, customize, etc. It kills me when customers think that expedited means the whole order process is exedited. I think the bigger issue here is OEMs not informing customers of backorders before orders are placed or payment is received.

Great question...it was a stock order. No special shaft or grip.

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#23 DavePelz4

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Posted 31 August 2017 - 06:20 AM

View Posttatertot, on 30 August 2017 - 10:23 PM, said:

I take it the 9H and Wedgewood you ordered were in stock? ��

The 8h is next...then the 9h.

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#24 DavePelz4

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Posted 11 September 2017 - 02:55 PM

Thought I'd share an update as things are not going well. The order was placed on 8/22 and it's now 19 days later.  In that time, I've sent 3 emails asking for an update.  When you submit the request you receive this response:

"Thank you for contacting Callaway Golf! Your message has been successfully sent. Our representatives will contact you within 24-48 hours.
Don't forget that you can also visit our Frequently Asked Questions section for help."

There have been zero responses to any emails.

On Thursday I called the customer service line at 4:40PM Chicago time and the automated greeting stated that their office was closed.  On Friday I called several times starting at 3PM Chicago time until 4PM and received the same message. Yet on the website it states the following...


In order to direct you to the correct call center, please select the phone number that most closely matches your need.

CallawayGolf.com Sales & Customer Service
To place an order or for assistance with products purchased on a Callaway website.

Mon-Thur: 8am-7pm CST
Friday: 8am-5pm CST
Saturday: 9am-3pm CST
1-877-723-5218"

I had stayed away from posting the OEM as they have treated me well in the past and everyone should get an occasional miss.  But not responding to any emails or being able to reach someone isn't sitting well.  For the record and to be fair, they have not charged the credit card as of yet but is it wrong to expect a bit of service?  I've also been scouring other sites but finding the 7H plus the Capri pants (thanks Duffer987) is apparently a hard find.

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#25 duffer987

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Posted 11 September 2017 - 04:54 PM

At this point, I'd tell them to do one and provide a refund, and that you are taking you business elsewhere.
Ping makes really lofty hybrids too correct? Or you could just stop at 27* and have to buy the capri pants separate from the club ;)

Their taking the sale versus supporting the sale behavior no longer warrants the sale IMHO.

Edited by duffer987, 11 September 2017 - 05:09 PM.


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#26 TheBIIgCat

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Posted 11 September 2017 - 05:08 PM

My order I posted about earlier, was from callaway as well. It took 3 weeks, no custom ordering at all. Club showed in stock until I placed my order.  After 3 weeks, I received the shipping notification and the club arrived from Sunny Mexico 2 days later
Driver- 440 9* M3 with 70 gram Tensei Pro Orange
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#27 tommyk90

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Posted 11 September 2017 - 09:04 PM

Expedited shipping is just that, faster shipping.

It does not mean the order gets processed faster.  Only that it will ship 2-day air or something similar, instead of ground, after the order is built and packed.  

However, since the order hasn't shipped yet I don't see why they couldn't change it.  I called Callaway today and had no issues talking to customer service.

As others stated, I would cancel the whole order and wait until it's back in stock.

Edited by tommyk90, 11 September 2017 - 09:04 PM.

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#28 taylorx300

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Posted 11 September 2017 - 09:24 PM

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Contact the local rep, he will help you find this product
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#29 apprenti23

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Posted 11 September 2017 - 10:06 PM

Expediting shipping is expedited shipping, not expedited service. It doesn't mean your order will skip everything else to be built sooner. Simply will ship faster than standard or ground.

View Posttaylorx300, on 11 September 2017 - 09:24 PM, said:

DP
Contact the local rep, he will help you find this product
You really think a local rep has time (or cares enough) about one 6 hybrid?

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#30 DavePelz4

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Posted 12 September 2017 - 06:12 AM

View Posttaylorx300, on 11 September 2017 - 09:24 PM, said:

DP
Contact the local rep, he will help you find this product

How do I find the local rep?


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