Kudos to Golfsmith for Excellent Customer Service

[boogielicious]

I recently did a fitting an order a 3W and 3H at Golfsmith in Reading, Mass.  The staff there is very friendly and helpful.  However, they don't control shipping, UPS does.  Therein lies the problem. After a week, no delivery.  After two weeks, I called and the Golfsmith staff started chasing down the strange journey of the clubs.

Austin to Lynnfield, MA (literally two miles from the Golfsmith store within two days of the order.

Then Lynnfield to NJ.  NJ to Alexandria Virginia to some apartment number.  WTF??

The manager, Steve, berates the UPS guys and says, "You deliver here everyday! Get the package back up here!"

It goes from Virginia to Lynnfield again.  Then goes back to Virginia.

Steve by this point is apoplectic.  I am being calm because there was still a foot of snow on the ground and I know from experience UPS stinks.

The package then comes up to Lynnfield then goes to Austin.  That is it!  Steve creates another order and has them overnight them to Reading at their expense.

They finally arrive.  Steve is very apologetic.  Calls me and insists on giving my a dozen balls.

"What do you play?"  ProV1. Steve gives me a dozen of the new ProV1 without batting an eye.

Many thanks Steve and the staff at Reading's Golfsmith.

[billchao]

Thanks for sharing, @boogielicious . I'm glad it worked out well for you and they went the extra mile to make your experience better, even though it wasn't their fault in the first place. Customer service can have a tremendous impact on a business. When I used to work in the restaurant industry, we had a saying, "a customer with a good experience will tell two people about it, but a customer with a bad experience will tell ten." In the golf retail industry, there are many alternatives one can choose from to purchase their equipment, so maintaining customer relationships is pretty important.

[isukgolf]

Have to admit the one here in my local area bends over backwards to help you.