TGW reviews and complaints

My husband ordered a left handed woman's set of golf clubs from TGW in mid December as my Christmas present. The clubs were shown as 'in stock' when ordered. January 1st he received a notice stating that 'due to an unusually large response, we are temporarily out of stock. We expect them to ship within 30 days.' An unusually large response for a left handed set of woman's clubs seems a bit odd, but anyway. He then received an additional notice at the end of January stating they were waiting on the clubs from the manufacturer and that they would ship them out as soon as possible. He then received a 3rd notice the beginning of February stating that if he was still interested in the order that he needed to call TGW and confirm with them. My husband did that, and was assured that his name was on the list for the clubs and they would be sent as soon as they arrived. Finally, in late February, the clubs were shipped! BUT, imagine the huge dissapointment when the box was opened and they were RIGHT HANDED clubs. My husband called customer service and wanted to get the problem solved immediately. The packing slip stated left handed clubs, so we were hopefully that TGW would be willing to correct the error and send us the correct set right away. No, that was not the case. When my husband explained the situtation, the rep mentioned that we needed to do an exchange. They did not understand that TGW sent the wrong clubs even though the packing slip said left handed. And no, we were not going to do an exchange . When my husband tried to explain the situation again, the rep then told him they only had one left handed set of these clubs in the warehouse and they were unable to ship them to us. Apparantly they need to stay in the warehouse?! My husband then asked to speak to a manager and the rep yelled to someone in the background and then told my husband they would transfer his call. He was then transferred to voicemail. For two hours after that initial call, he was was unable to get through to TGW. His call was dropped, and the couple times he did get through, the call went to Tennis Savings.com. Several days after this took place, he missed a call from TGW, however, at this point we were so irrate that we had already sent the clubs back and vowed never to do business with them again.

The 'customer service' from this company when trying to order over the telephone is disgraceful. I would have preferred to order online rather than ring an international number but the website does not work. The 'advisor' refused to give me any information about when this might be fixed and was so rude I hung up the phone and ended up not ordering. Apparently there is 'no complaints department'. If she hates her job and customers (who pay her wages!) that much she should leave and get another job.

They need to train their staff in customer service as it is non-existent. Don't bother using this company, find another one that is respectful towards customers.

I contacted TGW customer service regarding their price match guarantee. I wished to purchase a set of irons which I found for a much lower price elsewhere. Being a long time TGW customer, I wanted to buy the irons from them. Customer service acknowledged that the other company's price was valid but refused to match it because it was "too low". TGW's website states "Find a lower price and we will match it! It's that simple!". Apparently it's only simple if the price doesn't cut into their profit margin. I wouldn't be annoyed if there had been some kind of policy restriction posted on their website.

Order# W2822744

The credit card matches the exact name on my Florida DL that I sent.

Furthermore, the utility bill shows MY ADDRESS not my name since I live WITH MY PARENTS still at age 26.

I do not know where you got your information about the ID not matching the credit card, since they are a match. As for a utility bill, I cannot produce one since the house does not belong to me.

What else do you need? MORE CREDIT CARD STATEMENTS? BANK STATEMENTS? FOR ME TO LOCK UP MY MOTHER IN A VAULT AND SIGN HER OVER TO TGW?

I find the actions by TGW highly disturbing.

Below is a timeline of the events:

10/09/08: Order Placed

10/10/08: Email from Jaime Smith asking for more information

10/10/08: Reply to Jaime Smith with my ID and copy of Credit Card Bill showing billing address

10/13/08: Reply THREE days later from Myra Marin asking for Utility Bill and copy of Credit Card used

10/13/08: REPLY to Myra Marin with utility bill showing address and copy of credit card used for order

10/14/08: Email to Myra Marin asking for an update

10/14/08: Email from Myra Marin stating that order would be shipped today or tomorrow

10/14/08: Email from Customer Service informing me of order cancellation.

I placed my order FIVE DAYS AGO, it took days to first even hear back from you regarding my order. I sent all the requested items in a timely fashion and now out of the blue you deem the documents to not be good enough without a logical backing.

Did you even TRY calling the credit card number to verify the billing address? Did you even try contacting me at my LISTED home phone number to verify the order info? I think not.

I placed this order to to take advantage of the Labor Day sale, had I known that your store has draconian policies regarding first time sales I would not have even considered it in the first place. You have cost me time, money, and opportunity.

I am a tax paying US Citizen with EXCELLENT credit and EXCELLENT references and I find your actions border on abuse and harrasment.

Furthermore, as stated in one of your emails you claimed that this verfication process is intended for first time international orders. I AM NOT an international customer, I a simply outside the country right now on business. The billing and shipping address are in the US. Who cares where the IP address from the order is originating. The internet is GLOBAL, as long as it doesnt come from CHINA or some country of the OFAC list I do not see this being a problem.

Feel free to foward this on to your superiors and legal department together with my ID, my Credit Card, and Utility Bill, as Im sure someone with some type of common sense must conclude that this is an honest order, from a customer that would have more than likely purchased more and more from TGW had he been treated with the respect that a customer deserves.