Approx 11/18/08 I placed an order on-line. After receiving my ordered I had a pair of shorts that did not fit and a shirt I did not like. I had tried each on for maybe 15-30 seconds. I returned these two items approx 11/28 and waited for my credit. On 12/24 UPS delivers a package from TGW with my shorts, shirt, and letter dated 12/9 that stated they would not accept the items for return as they used and smelled of cologne, body spray or fabric softener. Well had to be a mistake somewhere because I wasn't wearing any of that. Long story short, I have called twice, been hung up on once when I asked for a supervisor, no reply to my email, and no response from a letter I sent to Mark Marney the CEO. Their customer service appears to be lacking all the way to the top. I have placed many orders with TGW, but I guess when it comes to returns that's where their loyalty ends. I have no intention of ever shopping there again. There are just to many other choices available than to put up with their arrogance.

Hey Guys,  
I really wish I would have read these ratings before I did any business with TGW. I've purchased my putter, driver and 3 -wood from them and regret them all. Of course purchasing from them is easy but trying to return anything is like waging WAR! I have never been treated with such condescension from customer service reps! They would never return emails, listen to my problem or even offer help with the problem. Last time I checked the customer is what makes a business survive.  
 
My beef with the company is that I order a demo 3-wood with the highest TGW rating. (Practically brand new) When I received the package the club was dirty from being hit but I thought well I'll clean it so no problem. Well I cleaned it and I saw tee scratches on the bottom of the club which, I’d admit, is to be expected with a used club. However this particular club looked well used and not the 'practically brand new' as advertised. So I proceeded to read my packing slip for a return and followed the instructions to return an item. (For people who don’t know this is a section on the packing slip where it instructs you step by step to return an item through TGW's website which then prints out a return label for you.) So I did this and of course reading the packing slip which doesn’t mention demo clubs are non-returnable? There is a section at the bottom that reads “*Custom orders, Personalized items, Open Videos, DVD’s and Computer Software are non-refundable.” (Email me for a scanned copy of the packing slip caseyking_z28@yahoo.com) After all my packing slip just instructed me to return this non-returnable item and worse TGW website let me print out a return label for my non-returnable club. Non-sense right? It gets worse. I get an email from a lady explaining to me that this is a non-returnable item but since my club was there at the factory and if I had returned the club within 24 to 48 hrs after purchase then they could return it. After almost a week of non response from customer support she emails me to say that they can’t return it and they will be sending it back. I email her back within minutes of her sending me the email and still to this day haven't received a response. However my club showed up a couple of days later with no word or a way to explain that their policy doesn’t match their practice. From there I called the support line and the lady said that their company policy is on the website which says everything they I quoted above but adds “demo clubs” are not returnable. But I explain to the lady that my packing slip that I’m holding in my hand DOESN’T say demo clubs! Then where is the policy that if you return the demo item within 24-48 hrs of purchase then they could return it? It’s nowhere to be found on the packing slip or the website. The policy must be made up or they cleverly make policies up to fit their bottom line!  
 
To recap my frustration the packing slip of my demo club instructed me to return my non-returnable item and then even the TGW website allowed me to print a return label for my non-returnable item. Then being ignored by TGW’s customer service while my club is shipped all over for days so I can’t even use it. This is a bunch of CRAP!  
 
For this  
I NOR MY GOLF BUDDIES OR GOLF CLUB WILL NOT SPEND ANOTHER CENT AT TGW ever and I hope you don’t either!!!!!  

I purchased a travel golf case and returned it because was too big. The deemed it as used and refused to credit my account.  
 
I was treated with contempt from the customer service people.  
 
Stay away from the TGW, these guys are not customer sat oriented!!!!

I order a set of Topflight XL's from the Golf Warehouse along with some Topflight balls, Etonic shoes, and some training aids. A day after I placed the order online, I called to check on the availability of the balls as my invoice said that they were backordered. The customer service person (if you can actually call them that) said that my order was stuck in the system and that she would have to place a new order. I told her this was fine as long as I wasn't billed twice or got a double order. The following week I got my full order. I also received an email saying another order was on the way and my debit card was already billed. I called TGW to tell them that by billing my debit card twice they had overdrawn my account. They said they couldn't credit my account until they got their second order back. They instructed me to refuse the second order at which time I would be refunded for the total as well as reimbursed for bank charges for the overdraft. TWO WEEKS later I was still not refunded for the total. I was told that the order got sent to the wrong warehouse (not sure how that was my problem). After a month I have not been refunded the bank charges...I gave up. They also said they would give me a gift certificate for the trouble...never got one. This of course is an abbreviated version of the incident. This does not include the 6 or 7 people I had to deal with and the numerous calls and emails that went unanswered! Stay way from this place! Do not order anything from TGW unless you have a lot of free time and enjoy being jerked around!

I've ordered many different things from "TGW" over the past 3-4 years and I really never had any problems. UNTIL...  
 
Recently, on June 12th, I ordered a Titleist stand bag and they delivered it next day for free (due to a promotion at the time) which was fantastic! The bag was fine, but after I received it, I realized that it wasn't going to work for me. So, following the instructions online, I clicked on the "return/exchange request" on their web site and followed the appropriate links to request a return for the bag, and even printed out a UPS return label from them. They were going to charge me $5.75 for return shipping since I wasn't exchanging it, but I was ok with that, since it was not their fault.  
 
The first day I could, I dropped the package off at UPS and expected to have my credit within that week. TGW received the bag back via UPS on 6/19. Unfortunately, I did not get my money back right away. So, I waited a week, and then I called and spoke to a woman in customer service who first told me that she couldn't find my return, then when she found it (after I gave her all the info), she told me that I should have called them first to get a "return number" or something. I told her that I just followed the steps online, and they need to get their system straight. At any rate, she said she was taking care of it and I should get my credit in a few days....  
 
Two more weeks go by...and no credit! I SENT SEVERAL EMAILS TO CUSTOMER SERVICE, NONE OF WHICH WERE REPLIED TO. I called again and spoke to a different rep, and he told me that he didn't know what was going on and he would forward my order/return info to his manager. I emailed him a few days later to follow up and he told me that return credits take like 6-8 days or so! I was like, "give me my money now"...it had already been several weeks! He didn't reply back from that.  
 
Well, today (7/14) I finally get an email from TGW stating that they have received my return item, and the credit is being processed. Oh and the money will be credited back in "5-7 days." So...assuming that I'm not being lied to again, when it is all said and done, it will be at least ONE MONTH that it has taken them to give me my money back.  
 
BOTTOM LINE...I never had any problems with this company UNTIL I had to return something and deal with their customer service. I don't think they care at all about taking care of the customers...just taking and keeping our money!!!  
 
I WILL NEVER BUY FROM THEM AGAIN!!!

Ordered a golf bag from TGW. They sent the wrong bag. Called them to return. Got a return UPS label. Sent back with confirmation from UPS.  
Called about credit card refund becasue they did not have the bag as advertised. They stated 7-10 days. No credit came forth.  
Called again and talked to a supervisor. He said it would be credited that day-did not happen. Made more calls and when I asked for a supervisor got cut off.  
Called my credit card company and they gave me a credit. I will let them deal with this.  
DO NOT BUY FROM THIS COMPANY.

This review was modified by its author, jimb425, on 6/14/08 9:28 AM.

Awful customer service!! Placed order online, site claims order shipped that day, tracking number never worked, shipping company says package never recived. OK, so after a week, and no package (I'm in the same state as the warehouse), and 2 unanswered emails I call. On hold for 15 minutes before I talk to someone, who tells me they shipped it, and I need to take it up with the shipping company. Shipping company confirms they never got the package. Called back to wait another 20 minutes, was told I couldn't get a refund till they filed a claim, in 3 weeks, whick would take 2 weeks to get an answer on!! I've got to wait 5 weeks to get my money for something that was never shipped? Very rude, when you call, and put you on hold mutiple times to "talk to a manager". Never again.

Lip Service at it's finest !! After years of patronizing this company, I received a rude awakening to their real "customer service". As I was awaiting an order, promised to be delivered a few days (I needed it for an upcoming birthday), I come to find out when I called to check on the order, that the order was "cancelled", even though the information on the website shows the order "pending". To my utmost surprise, I was told they no longer had the rainjacket I ordered, even though I was promised that the item IS in stock and WILL be delivered by the date I requested. I received ABSOLUTELY NO notice from TGW that the item was never coming my way and nor did anyone initially even apologize for the oversight. What a sham company !! As I feel I can never trust this company with their cavalier attitude towards a once-faithful, well-spending customer, I'm more than happy to move my business elsewhere, letting everyone I can, know to do the same ASAP.

Called in to get my order address verified (order held for review) and sat on hold for 45 MINS. Operator tells me that "it's all taken care of, will ship today".  
 
Get a call an hour later from another operator saying they won't ship unless I call back and verify. on hold for 1 HOUR.  
 
Terrible.  
 
Paid for overnight shipping to have these clubs by Wednesday. Instead I get to wait while this company's outsourced customer service pulls their head out.

I ordered a golf bag from this company and after using it i realized that it was not 14 individual compartments as advertised. i contacted customer sevice and they stated that i could not return it because it was what they called used because i put my clubs in the bag out on the golf course. now i'm stuck with a bag that my clubs get stuck pulling out just like the old one i was replacing. they do not back the products they sell, horrible customer service.

I purchased a golf bag on July 16, 2007. TGW offered the best purchase and shipping prices that I could find. The transaction was very easy and the bag was delivered on the day it was promised. I would definitely purchase from them again.

I ordered a Callaway STS Golf Bag that was on clearance. My order was suddenly cancelled although all the information was correct. I did not receive an email from them. I had to check in the website to see that the order was cancelled. I called to inquire why my order was cancelled. The rep told me that they were told to cancel all backorders regarding this product because they would not be shipping anymore. Then he said that one was in stock and placed an order for me.  
 
A couple days later I called in to find out the status of my order. Turns out that the order had not been processed because the rep did not put in the correct billing address. Again I did not receive a phone call regarding this and I could not check the website because the order was placed over the phone so it does not show up. The lady took my correct billing address down and said that the order would be processed today.  
 
I called a week later after I had not received the bag. I am not informed that my order was cancelled because the one bag in stock that I was supposedly ordering was promised to someone else and shipped to that person. Again no one called to inform me that I would not be getting the bag. The best they could do is offer me 15% any discountable item. Notice how this isn't on all items.  
 
This is the worst customer service ever and the worst company to deal with if your item gets cancelled, rescheduled, or anything because they do not phone in to tell you what is going on.  
 
I recommend only ordering items that are not on sale, otherwise you might run into my situation.

I was in the market for a new golf bag and I stumbled across TGW. They have a very easy to use web site that make it real easy to compare models, but the best thing was the price and the delivery was great, I chose free shipping and I receive my golf bag within a week, not bad. I would definitely purchase from TGW again and I would recommend them to all my golf buddies.

Hard to find items! Great customer service. They ask for proof of id and credit card, sent it via a .pdf file, they release order the next day. Surely shop again.

This review was modified by its author, danmitrione, on 2/19/06 6:14 PM.

I just tried to make an order while on an international business trip, so I can have the order delivered to me by the time I get back. However, since I ordered from an international IP address, I was told I need to fax or e-mail a copy of my statement or a copy of my credit card plus a photo ID. If my credit card approves the order and it is being delivered to my home address, I am not sure why I am required to jump through hoops to make place this order. Fortunately, absolutely none of the dozens of other orders I have placed while traveling internationally have ever required me to do this. Obviously, I don't plan to deal with TGW even when I am back at home.