Golf Shop of Horrors....or at least I think so.

So here goes my little rant about a local golf shop called Loney's Golf Shop. Some of you may agree with me...some may not. But I want my story to get out there. So here is my story....
So I go out Christmas shopping on December 13 here in Regina, Saskatchewan. I've decided to get my special someone a pink Sun Mountain pull cart. If you don't know about these carts...or don't know anything about golf....they are the Cadillac of pull carts. They are pretty sweet. You may check it out here at Sun Mountain Website. So I head over to the north Albert Loney's location. No luck....no pink cart. But the gentleman working there called the other Loney's location in the Golden Mile Shopping Center. I'm in luck!! They have the cart. Sweet....at a pretty good price too. So I drive across the city to go pick up my item. I get to the Loney's Golf Shop in the Golden Mile and it's perfect. Just what I wanted. The gentleman working at the store was pretty nice...we joked briefly about the politics...I guess Prime Minister Mulroney was in the headlines. So...I'm in and out of the store in about 10 minutes or so. I'm pretty jacked.

So I'm on my way home and I think...."How am I going to wrap this cart?"....So I called my mom to see if they would have a box that would fit. I'm my horror I discovered that my parents have also bought the same gift for my girlfriend. Oh My! What to do!! So I immediately called Loney's about 35-45 minutes after leaving the store to see what I could. I talked to same gentleman that sold me the cart....I explained the situation and he told me to come to the store tomorrow morning. I was pretty relieved to hear this. But also I was a little disappointed because my Christmas shopping was not over...more shopping!! But it was good...because that would have been a disaster Christmas morning while opening gifts. But that's beside the point.

So I wait until 9:30am so...this is December 14 (or today as I write this) and I go into the store and the gentleman tells me there is NO REFUNDS...only store credit. I won't lie....I was not very diplomatic....I said that was a bunch of shit. So we went on a little exchange...as any unsatisfied customer would do.

Let's back track a little about this "No Refunds" policy Loney's Golf Shop has. In my excitement in getting the gift I wanted I did not notice the sign under the cash register that said "No Refunds" and I did not see the red ink on the receipt that said "No Refunds." And...the gentleman in the store did not verbally explain the policy. He also did not tell me this policy on the phone that night when I called. But it makes sense...he probably didn't want the confrontation.

So I argue with the gentleman at the store and whatever....it goes no where. So I ask to talk to anyone that can help me. They took my name and number and said they would give it to Loney himself of Loney's Golf Shop. Great. And I did my little hissy fit and left the store. I wasn't so classy there....but I was a little pissed off.

I get this call on my cell. It's Loney. I was actually surprised he called back so quickly. I thanked him for his time to speak with me. But after the call...and him repeating his "wonderful" no refunds policy....there is no budge. I understand policy. And policies are in place for a reason...yadda yadda yah. But this was a pretty unique situation....I think. There has to be a trade off between policy and good customer service....and maybe even a little holiday compassion. He did offer a gift certificate for the store (and so did the gentleman at the store)...but as many of us know....money is tight at Christmas and I need the money for this gift to pick up a different gift. This was not an acceptable solution. Loney's only suggestion was to take the other cart back....so...let me get this straight. He says take the other one back...but he himself is not willing to take the cart back. Interesting when he suggests that another golf related business take the cart back but he won’t. I even explained Costco's return policy...which is pretty good...no questions asked. And I think Costco knows a thing or two about customer service....but they only make billions of dollars a year. But Loney did admit he does not shop at Costco and he does not want his store to be Costco. Hmmm....Costco leaves me a satisfied customer....so yeah...he does not want to be Costco.

At the end of my call with Loney....I told him I would never shop at his store again. A little dramatic I know...but hey I think I'm right here :). I did tell him I would spread the word. The poor girl at the Chapters check out line even heard my rant. Ah well. Let my voice be heard. And leave comments. I'm curious to hear what others think of my store. My mom agrees with me at least :).

Thanks for reading,

One disappointed...and former Loney's Golf Shop customer