23 replies to this topic

[TrufflePig]

My last three trips to my local GolfGalaxy:

1) Store is empty and I ask to demo a club in a hitting bay so a guy sets me up with a club and takes off.  Comes back about 4 balls later and says I gotta leave because they need to setup for a demo day.  Doesn't bother to ask if I'm interested in the club or have any questions.

2) In line to check out with 3 or 4 other people and a manager comes to the register and starts chewing out the girl for probably two minutes while 3 or 4 people in line wait because she messed up and let a guy use a $10 coupon that shouldn't have applied to his purchase.  

3) Drop off clubs to get the lie adjusted and the guy takes one of the clubs - gets in an address position -and says "Man I hate the look of this pitching wedge".

What is wrong with that place???

[hckymeyer]

Went to get a shaft pulled this week and waited about 10 minutes at the repair bench before anyone came to help.  Told him I needed to get a shaft pulled and he said sure, it'll be done in a day or two.  I asked him seriously?  You can't do it now?  He said they didn't have the staff to do it.  After that i wander the store for a few minutes and see three employee's just talking with each other and not doing anything.

Took it to the Golfsmith down the road and they pulled it in 3 minutes and gave me a new ferrule for it so i could reshaft it at home.

[highergr0und]

I don't know what you guys do to get the bad service, or whether it's just where I've lived, but I always get service at GG or GS.  I always get asked at least one time if I need help.  Sometimes it takes a few minutes to get into a bay or something, but usually it's because the reps are talking to other guests

[Boogaloo_Jones]

TrufflePig, on 07 November 2012 - 09:48 PM, said:

My last three trips to my local GolfGalaxy:

1) Store is empty and I ask to demo a club in a hitting bay so a guy sets me up with a club and takes off.  Comes back about 4 balls later and says I gotta leave because they need to setup for a demo day.  Doesn't bother to ask if I'm interested in the club or have any questions.

2) In line to check out with 3 or 4 other people and a manager comes to the register and starts chewing out the girl for probably two minutes while 3 or 4 people in line wait because she messed up and let a guy use a $10 coupon that shouldn't have applied to his purchase.  

3) Drop off clubs to get the lie adjusted and the guy takes one of the clubs - gets in an address position -and says "Man I hate the look of this pitching wedge".

What is wrong with that place???

Which location did you go to?  I'm from MD.

[PZero]

The guys at my GG are pretty solid, never had a problem with service.

[rainkingjr]

Has to be the Towson store. I am a regular there and they know me pretty well by now.  I'll never have a problem, but again they know me and pretty much leave me alone unless I ask for something. The place does tend to seem deserted sometimes staff wise and it's hit or miss if you can actually catch someone there in the repair department. I actually asked to have the loft measured on a used 3 wood I was considering and was told they can only measure loft on irons.

[J.W.]

rainkingjr, on 08 November 2012 - 05:52 AM, said:

Has to be the Towson store. I am a regular there and they know me pretty well by now.  I'll never have a problem, but again they know me and pretty much leave me alone unless I ask for something. The place does tend to seem deserted sometimes staff wise and it's hit or miss if you can actually catch someone there in the repair department. I actually asked to have the loft measured on a used 3 wood I was considering and was told they can only measure loft on irons.

Did you see anything in there that could measure the lofts on woods?  All the problems I'm reading don't surprise me though, it just depends on the location and the individuals working.  All the problems or good service generally start at the top.  The club repair section only has a limited number of trained employees that aren't going to be there every second the store is open.  Usually its the golf pro or a guy that's into that kind of thing... if he's not there then you're better off letting it sit before someone that doesn't know what they're dong pulls it.

Edited by J.W., 08 November 2012 - 06:35 AM.

[TrufflePig]

My experience has been with the Columbia MD store.  And to be fair, sometimes I've had very good service there.  It just seems lately that simple, customer service 101 lessons, are ignored.  I'm definitely going to try to stick more to the small shops where the owner is involved.

[flipmode]

rainkingjr, on 08 November 2012 - 05:52 AM, said:

Has to be the Towson store. I am a regular there and they know me pretty well by now.  I'll never have a problem, but again they know me and pretty much leave me alone unless I ask for something. The place does tend to seem deserted sometimes staff wise and it's hit or miss if you can actually catch someone there in the repair department. I actually asked to have the loft measured on a used 3 wood I was considering and was told they can only measure loft on irons.

I like the Towson store a lot however I will say that ever since Chris and Bruce left it hasnt been the same. I've never had a problem with the Towson store though.

[JJS1978]

The store as a whole in my area is ok. I don't expect much customer service from retailers that big. However one store does not represent the entire company.

[Onyx Z]

Golf galaxy sucks, bottom line. The only reason I go there is because it's close and they typically have what I'm looking for. I would never let them touch my clubs. The people that work there are about as knowledgeable about golf as the people working at Auto Zone are about cars. I've had a similar experience to the OP at the store that's close to me almost every time I walk in there.

Although, I did have a Callaway cart bag break on me a year or so after I bought it and they swapped it out with no questions asked for a Sun Mtn. C130. It was a different store than I usually go to though so it just depends on which one you go to.

Edited by Onyx Z, 08 November 2012 - 09:20 AM.

[Ricky Ross]

Like a previous poster said, depends on who's working. I do club repair full time and when I'm not there there's one other guy I would trust and that's our pro. Between the 2 of us there's usually someone there that knows what they are doing. I have a group of about 25-30 guys who will only let ME work on their stuff.

On the flip side I have sent 4-5 of my buddy's up to my work to buy clubs when I'm off and they all told me no one would help them. The managers at my store don't do much, it's mainly the hourly employees running the store.

To be honest I've been there for about 6 months and I'm already sick of it. Has to be one of the worst company's I've ever worked for and that's saying a lot, I've had a bunch of crappy jobs in my time.  I'm considering going out on my own for custom club fitting and repair after the first of the year.

[sggreen]

The guys at the Cincinnati Tri-County store are very helpful and are great at customer service.  That's my daughters favorite hang out.  The employees go out of their way to know your names.

[Redpro]

Onyx Z, on 08 November 2012 - 09:18 AM, said:

Golf galaxy sucks, bottom line. The only reason I go there is because it's close and they typically have what I'm looking for. I would never let them touch my clubs. The people that work there are about as knowledgeable about golf as the people working at Auto Zone are about cars. I've had a similar experience to the OP at the store that's close to me almost every time I walk in there.

Although, I did have a Callaway cart bag break on me a year or so after I bought it and they swapped it out with no questions asked for a Sun Mtn. C130. It was a different store than I usually go to though so it just depends on which one you go to.

Agree, it's hit or miss at GG on Richmond or GS on 610/Westheimer in Houston. One store I like is Strictly Golf on W. Alabama . . . have you been there and if so, what's been your impression of that store? I get to Houston every now and then and visit them all, but usually buy from SG. Customer service 101 is rare anywhere in retail today, though.

[Noyes26]

It def depends on the store and the managers and how lucky they are with their hourly workers. GG by me can be pretty bad when it comes to customer service. The older more knowledgable guys act like they are above you in any kind of golf knowledge and are very stand-offish. I never try to tell any one how to do their job, i am in retail myself and understand how frustrating it can be some times. But if I ask a question, please don't act like Im looking for a fight. Most of these stores cycle thru GM's. One a year is not uncommon so its tough for them to build a good environment.

[Onyx Z]

Redpro, on 08 November 2012 - 09:57 AM, said:

Onyx Z, on 08 November 2012 - 09:18 AM, said:

Golf galaxy sucks, bottom line. The only reason I go there is because it's close and they typically have what I'm looking for. I would never let them touch my clubs. The people that work there are about as knowledgeable about golf as the people working at Auto Zone are about cars. I've had a similar experience to the OP at the store that's close to me almost every time I walk in there.

Although, I did have a Callaway cart bag break on me a year or so after I bought it and they swapped it out with no questions asked for a Sun Mtn. C130. It was a different store than I usually go to though so it just depends on which one you go to.

Agree, it's hit or miss at GG on Richmond or GS on 610/Westheimer in Houston. One store I like is Strictly Golf on W. Alabama . . . have you been there and if so, what's been your impression of that store? I get to Houston every now and then and visit them all, but usually buy from SG. Customer service 101 is rare anywhere in retail today, though.

I've never felt comfortable with any GS, they seem shady to me. But I'll have to check out Strictly Golf sometime. FWIW the GG that sucks is at Willowbrook and the one that I like is in The Woodlands, but the Academy right next to GG Woodlands sells grips about $1 cheaper than anywhere else (including online).

[Veng]

location, location, location.

Same brand, different stores will yield wildly different results.

[papichulosteve]

hckymeyer, on 07 November 2012 - 10:56 PM, said:

Went to get a shaft pulled this week and waited about 10 minutes at the repair bench before anyone came to help.  Told him I needed to get a shaft pulled and he said sure, it'll be done in a day or two.  I asked him seriously?  You can't do it now?  He said they didn't have the staff to do it.  After that i wander the store for a few minutes and see three employee's just talking with each other and not doing anything.

Took it to the Golfsmith down the road and they pulled it in 3 minutes and gave me a new ferrule for it so i could reshaft it at home.

not sticking up for them, but he probably meant they didn't have the trained staff to pull it. do you really want some part-tme high school kid just there to ring sales to pull your shaft or wait for the actually trained club repair technician?

[cb24]

TrufflePig, on 07 November 2012 - 09:48 PM, said:

My last three trips to my local GolfGalaxy:

1) Store is empty and I ask to demo a club in a hitting bay so a guy sets me up with a club and takes off.  Comes back about 4 balls later and says I gotta leave because they need to setup for a demo day.  Doesn't bother to ask if I'm interested in the club or have any questions.

2) In line to check out with 3 or 4 other people and a manager comes to the register and starts chewing out the girl for probably two minutes while 3 or 4 people in line wait because she messed up and let a guy use a $10 coupon that shouldn't have applied to his purchase.  

3) Drop off clubs to get the lie adjusted and the guy takes one of the clubs - gets in an address position -and says "Man I hate the look of this pitching wedge".

What is wrong with that place???

haha, those are some pretty bad customer service moves.  Roger Dunn has always provided a better experience for me than others.  Its sad how many companies dont train or hold their employees accountable.  It really is better for everyone, including the customer service individual.

[Laws of Woo]

I'm not too fond of my Golf Galaxy. It is usually hard to find anyone to help (seems to be only one employee there at any given time) and the selection is a bit lacking. Takes months before new clubs hit the shelves (and takes about that long for the staff know anything about said clubs).

The one upside to the place is that their club repair work is usually pretty fast and done well.

Really, the only reason I go there, is its the only Golf store near me, next closest is Golf Smith at an hour and fifteen minutes away.

[Harry Longshanks]

TrufflePig, on 07 November 2012 - 09:48 PM, said:

2) In line to check out with 3 or 4 other people and a manager comes to the register and starts chewing out the girl for probably two minutes while 3 or 4 people in line wait because she messed up and let a guy use a $10 coupon that shouldn't have applied to his purchase.  

Regardless of the type of business, that is unacceptable. I've been in the unfortunate position of having to reprimand subordinate employees, and I would NEVER do it in front of other employees, much less, clients/customers.   I have, however, watched other supervisors do just that.   As far as I'm concerned, the only thing it accomplishes is proving that the supervisor is bad at his/her job.  If the employee is really so bad that they deserve a public shaming, then they should have been terminated before that happened or, in private, right after. Otherwise, it's just someone trying to make their tiny package appear bigger in front of others.

In short, total d!ck move.

[schuyler]

flipmode, on 08 November 2012 - 07:11 AM, said:

rainkingjr, on 08 November 2012 - 05:52 AM, said:

Has to be the Towson store. I am a regular there and they know me pretty well by now.  I'll never have a problem, but again they know me and pretty much leave me alone unless I ask for something. The place does tend to seem deserted sometimes staff wise and it's hit or miss if you can actually catch someone there in the repair department. I actually asked to have the loft measured on a used 3 wood I was considering and was told they can only measure loft on irons.

I like the Towson store a lot however I will say that ever since Chris and Bruce left it hasnt been the same. I've never had a problem with the Towson store though.

I agree, me and Chris were good pals. They used to have great service and lots of special events, but I have found over the last year GG has slowly gotten worse and worse. Bad service, hardly any good events, and repair service that is not up to snuff. About 6-8 months ago I found myself going to timmoniums golfsmith instead. FANTASTIC service. Great repairs. They don't bust my balls when it come to the used putter section, where I can sometimes find a sweet deal. The hitting bays are so much nicer and much more of them. Also, the putting green is bigger with more putters, plus the Scotty's aren't locked up in a cage reserved only for the people who are secret members of the golf galaxy cult.

[Joe26]

My worst golf store related experience was at Dicks (not many other options). The guy wrote up this huge ticket for me getting one club re-gripped and told me he call me when it was done. So I asked about how long he expected it to be. 7 - 10 days. He was serious.

[Willie Malay]

So glad we still have a small, locally-owned golf shop with a fella that has tons of experience. Be careful what you ask for, as you might just get it (Big Box store with lots of clubs, launch monitors.............and kids just out of high school that don't know squat!)