Question

1.25K viewsAugust 9, 2023

billyp 17 August 9, 2023 1 Comment

Britt I have been buying your products for over 25 years. My Bag is currently all Maltby ( including the actual bag) . I love your product and what you guys do. However I have recently noticed a decreasing level of customer service that is frustrating me.Customer service via telephone has become more and more difficult. I also currently have an order in that has remained unshipped that was placed on the web last Thursday August 3rd. I’m sure you are busy with the renewed interest in golf , but is this the new normal or will this situation improve ?

Britt Lindsey Posted new comment August 9, 2023

Britt Lindsey commented August 9, 2023

First, apologies for the delay in your order. If you can give me the order number I will investigate. We are currently picking orders from Monday August 7th, which is an improvement over the last few weeks. We have been stating 3 to 5 days to ship. We are shipping some faster than that, and working on getting back to faster ship times. Full disclosure, it is simply a boots on the ground issue. Statechamp is accurate in his assessment. It is all hands on deck, me included, pulling orders. I and most of our administrative staff have been working in shipping for several hours most days for the last month. Call center is short staffed as well, so some delays in answering calls or e-mails have occurred. We are doing everything we can to hire. I am confident this is a short term situation and we will be back to the level of service you are accustomed to in the near future. You can always let me, or Jim, or Pete or any of us here know if you have issues with orders and we will do what we can to help.
Britt Lindsey

1 Answer

First, apologies for the delay in your order. If you can give me the order number I will investigate. We are currently picking orders from Monday August 7th, which is an improvement over the last few weeks. We have been stating 3 to 5 days to ship. We are shipping some faster than that, and working on getting back to faster ship times. Full disclosure, it is simply a boots on the ground issue. Statechamp is accurate in his assessment. It is all hands on deck, me included, pulling orders. I and most of our administrative staff have been working in shipping for several hours most days for the last month. Call center is short staffed as well, so some delays in answering calls or e-mails have occurred. We are doing everything we can to hire. I am confident this is a short term situation and we will be back to the level of service you are accustomed to in the near future. You can always let me, or Jim, or Pete or any of us here know if you have issues with orders and we will do what we can to help.
Britt Lindsey

Answer 1 · 2023-08-09T15:47:53+00:00

statechamp 610 Posted August 9, 2023 4 Comments

They are very busy and understaffed. Like most businesses right now they’re struggling to hire and retain enough help. The area that golfworks is close enough to Columbus, Oh and the economy all around the city is doing well.

billyp Posted new comment August 22, 2023

billyp commented August 9, 2023

5092189 was my order number and I just got notice that it shipped today. Britt I appreciate your candid response . I’m sorry that you are short staffed and stretched thin. I also appreciate all of the hard work that you and your staff put in. Again, I have nothing but a deep appreciation for your outstanding club design and product . Hopefully as you stated the situation will improve !

Britt Lindsey commented August 9, 2023

Thanks for understanding and happy it shipped today. Just was back in the warehouse and it does look like we are gaining on it. Having a good week of shipping and catching up so far. Our folks are dedicated and working hard. Just need more of em. We’ll get there. Again, thanks for understanding and thanks for the support.
Britt Lindsey

statechamp commented August 9, 2023

Truly shows what kind of company that golfworks is. Everyone pulls together and gets it done, no matter what their job title is.

Appreciate everyone at Golfworks and what they do.

billyp commented August 22, 2023

Britt I have a problem with another order # 5097501. As of today it has not shipped. This order was placed a week ago on August 15 . I finally got through to your order department today after numerous phone calls. I was told that the putter head on this order was on back order and therefore the entire order had not shipped. After being put on hold I was told that the putter was now in stock and the order would be expedited. No e mail, no phone call to inform me that the putter was back ordered. I had to make a phone call to find this out.I know you are short staffed but this is very disappointing. Something in your ordering process needs to be addressed to inform customers if an item is out of stock. I have to believe others are having problems as well . As a long time loyal customer I’m hoping that customer service improves soon.