Poor customer service - McGuirk's golf Blanchardstown

SureIDontKnow · 02-09-2014 04:48PM #1

Hi,

I just wanted to update people on some really dreadful customer service I received from McGuirks golf Blanchardstown.

Whilst I am the first to admit I am an awkward left-hander, I still dont think I should have to tolerate what I had to tolerate recently. I always try to avoid confrontation and am not just going around looking for stuff to complain about.

So, McGuirk's had an offer with free custom fit on new golf clubs, so I decided to get myself a new set of golf clubs. I ordered a set of left-handed Nike Covert 2.0 golf clubs on Thursday 29th May. I was told that the delivery time would be a week to 10 days.

3 weeks later, on the 18th June, numerous phone calls later, I still had no clubs and nobody had any idea when they were arriving in. I asked the guys in the store had they been in touch with the rep and nobody seemed to know what the situation was. Bear in mind, that while the clubs were custom fit, there was nothing custom fitted on them - they were a standard set of regular flex clubs which the professional said was best for an improving golfer like myself - no point changing anything on them.

But all I kept getting from McGuirks was that "This is Nike's fault and not our own", in spite of the same guy advising me that they "assumed" they were on order. My clubs finally arrived on the 20th of June.

So - I decided, benefit of the doubt, to order a sand wedge from McGuirks, surely the same wouldnt happen again. So on the 21st of June, I ordered the club. Again I was given the 10 days to 2 week line which I was happy enough with. So no sign of the club on the 1st of July, I decided to get in touch with McGuirks. I was advised that they were likely to take another 3 weeks for the club to arrive. So I decided to wait for it in the hope that it arrived. On the 1st August, a full 5 weeks after I ordered the club, I enquired again and I finally got a reply on the 12th August to say they still didnt know when the club would arrive, so 7 weeks after ordering my patience finally ran out and I told them I didnt want it.

So I got on to Halpenny Golf in Swords, who were extremely helpful from the word go, gave me a few calls about the status of the club and it will be in the store for me later this week - probably 10-12 days after I ordered it first.

I could not get over how poor McGuirks customer service / complaints procedure was - all I kept getting was excuses, blaming reps, blaming Nike, etc. I wasnt looking for the club for free or anything but just something to show they actually gave a toss about my customer experience and were doing something about it rather than just admitting they made a mess of my order from day 1. I would have expected better from an organisation of such size. Halpenny to be fair to them were excellent and seemed to care about getting the club to me.

Needless to say, I've been telling half the golf club about my experience and I wont be back to McGuirks. Worst customer experience of my life, and I've even dealt with Ryanair in their hay day!

ForeRight · 02-09-2014 05:32PM

Dry your eyes

slave1 · 02-09-2014 05:34PM

I don't think posting here will do anything for you, better off venting via registered letter to McGuirks themselves

Macker1 · 02-09-2014 05:46PM

Very surprised to read about your negative experience with the customer service in McGuirks out in Blanchardstown. I purchased a trolley and bag in there earlier in the summer and was looked after very well. The bag had to be ordered in and took around 3 weeks to arrive but this was due to a supply issue from the vendor which I was aware of from the start. The chap I dealt with was very helpful and when the bag arrived in I was promptly contacted. In addition I received a decent discount on both the trolley and bag which made the experience taste all the better. I have also dealt with Halpenny at Lucan and also found them to be fine. I will always make my purchase from the retailer that gives the best deal and when the price is the same it comes down to customer service. It this day and age when money is tight retailers have to be on top of their game in all aspects. Word of mouth can hurt as you have stated above.

Benny Cake · 02-09-2014 05:59PM

slave1 wrote: »

I don't think posting here will do anything for you, better off venting via registered letter to McGuirks themselves

Good idea, I'm sure a registered letter of complaint will have them quaking in their boots...

Mcguirks in blanch are notoriously hopeless when it comes to customer service....

Keano · 02-09-2014 06:41PM

I think you know it but you shouldn't have given them a second chance. Fool me once and all that...

sodbuster77 · 02-09-2014 09:58PM

I'm a little confused here. If you got custom fit and there was no need to change anything, why didn't you buy the set you used during the custom fit session. Or was it just one odd club?

Squeaksoutloud · 02-09-2014 10:09PM

Learnt the same myself over the years...halpenny s customer service far superior. Find the staff in mcguirks a bit arrogant to be honest.

BoardsMember · 02-09-2014 10:58PM

Squeaksoutloud wrote: »

Learnt the same myself over the years...halpenny s customer service far superior. Find the staff in mcguirks a bit arrogant to be honest.

Couldn't agree more. Halpenny have always been absolute class. Whenever I go into McGuirks I feel like I'm interrupting the staff, or invisible. It's amazing how consistent it is, in Leopardstown anyway.

Last time I went in I just used a voucher to get balls, get in and get out. Then went straight ro Halpenny and got whst I wanted. Great people in Carrickmines.

PARlance · 02-09-2014 11:26PM

BoardsMember wrote: »

Couldn't agree more. Halpenny have always been absolute class. Whenever I go into McGuirks I feel like I'm interrupting the staff, or invisible. It's amazing how consistent it is, in Leopardstown anyway.

Last time I went in I just used a voucher to get balls, get in and get out. Then went straight ro Halpenny and got whst I wanted. Great people in Carrickmines.

100%, and I've asked her good self to change my present provider as a result.
It's golf vouchers all the way for me, and hopefully 20-30years of them, so costly really for them.

FixdePitchmark · 02-09-2014 11:43PM

Don't like feel in Mcguirks.
Sort of condescending.

Bad experience bringing back trousers.

Ended up just going to halpennny. Must have spent over 2000 there as a result.
60 pound pair of trousers.

But it is a big company . Wouldn't say it is a dream place to work.
I'm normally heading off to play golf.

So can sort of understand the lads getting a pain in their.......

You know what, I get a sense the halpennny lads are on more commission.
A guess there.

lettuce97 · 03-09-2014 09:10AM

I have to buck the trend here and say of the two shops in Airside, I found McGuirks much better to deal with than Halpenny. Nothing overly wrong with Halpenny, just didn't seem that bothered with helping out any time I've been in - McGuirks were much more friendly.

Just said I'd post for the sake of balance!

dk1982 · 03-09-2014 09:20AM

BoardsMember wrote: »

Couldn't agree more. Halpenny have always been absolute class. Whenever I go into McGuirks I feel like I'm interrupting the staff, or invisible. It's amazing how consistent it is, in Leopardstown anyway.

Last time I went in I just used a voucher to get balls, get in and get out. Then went straight ro Halpenny and got whst I wanted. Great people in Carrickmines.

Agreed, have used Mcguirks Leopardstown and Halpenny Carrickminess and Lucan. The attitude/ignorance of the staff in Mcguirks in contrast with the helpfulness and pleasantness of the staff in Halpenny is quite the contrast!

mike12 · 03-09-2014 11:42AM

Use the 2 shops in swords way too much. Not a lot wrong with either but u do feel that the guys in McGuirks are bored Pro's that didn't make it. Where the guys in Halpenny seem to try and get you sorted ASAP they are straight on the phone to the other shops to see if they can get you what you need.

Jimdagym · 03-09-2014 11:46AM

I too have found poor service in mcguirks in airside, and particularly blanch. I often feel like I am "interrupting". I do prefer using halpenny.
However, any time I have gone into the Howth Mcguirkes I have been looked after fantastic. Different experience altogether.

Moat_Cailin · 03-09-2014 12:20PM

Jimdagym wrote: »

I too have found poor service in mcguirks in airside, and particularly blanch. I often feel like I am "interrupting". I do prefer using halpenny.
However, any time I have gone into the Howth Mcguirkes I have been looked after fantastic. Different experience altogether.

I've had the same experience with both Airside and Howth. Huge contrast in both Mcguirks.

John Divney · 03-09-2014 01:35PM

I found airside mcguirks was the best service I got in a golf shop , and also the guy who was a younger lad maybe mid 20's, knocked all he could off everything I bought with a voucher which was 400 euros

cormacjones · 03-09-2014 01:36PM

McGuirk's in Leopardstown is a disaster. They have zero interest in helping you out.

A lot of people seem to have the same experience there. It's a wonder management don't try and do something about it.

Halpenny in Carrickmines have always been a pleasure to deal with.

TheDoc · 03-09-2014 04:46PM

I live in Swords so have been into Mcguirks there plenty. I don't mind the place. Anytime I've had questions the guys have been helpful and knowledgable, and I had one club ordered via Titleist directly, didn't take too long.

The thing to remember is that when they need to order something, they need to go through a rep. That rep needs to then go through the distributor. And it's normal for a rep to not only deal with McGuirks and Halpenny, but also a rake load of pro shops. It's not unusual for reps to drop the ball.

I know from just our club, there is a few reps our pro deals with, who doesn't fancy too much and they don't seem interested in making waves for single clubs or orders, which is frustrating obviously.

Have to say would have no issues recommending Halpenny or Mcguirks, Swords branches anyway I havn't experienced the others that much.

If you feel properly aggrevied, I'd genuinelly say get in touch with McGuirks head office. I've never had to make a complaint, but a relative did and said he got a really good response and was more then happy to go back dealing with them after.

Oddly enough the only grief I've gotten in the golfing world is from coaches : /

cairny · 03-09-2014 08:13PM

I know it's not an option for everyone but if there's a pro shop at your home course then this should always be the first option.

They'll usually match the big store prices (or close) you're guaranteed that they'll be interested in you as they have to look at you every week and best of all he'll have a quick look at your swing every now and then.

GreeBo · 03-09-2014 09:19PM

TheDoc wrote: »

I live in Swords so have been into Mcguirks there plenty. I don't mind the place. Anytime I've had questions the guys have been helpful and knowledgable, and I had one club ordered via Titleist directly, didn't take too long.

The thing to remember is that when they need to order something, they need to go through a rep. That rep needs to then go through the distributor. And it's normal for a rep to not only deal with McGuirks and Halpenny, but also a rake load of pro shops. It's not unusual for reps to drop the ball.

I know from just our club, there is a few reps our pro deals with, who doesn't fancy too much and they don't seem interested in making waves for single clubs or orders, which is frustrating obviously.

Have to say would have no issues recommending Halpenny or Mcguirks, Swords branches anyway I havn't experienced the others that much.

If you feel properly aggrevied, I'd genuinelly say get in touch with McGuirks head office. I've never had to make a complaint, but a relative did and said he got a really good response and was more then happy to go back dealing with them after.

Oddly enough the only grief I've gotten in the golfing world is from coaches : /

If the rep is dropping the ball, the company that you are dealing with should be all over him like a rash AND keeping you up to date, not you hounding them and radio silence otherwise.

saintastic · 04-09-2014 10:00AM

Again, for a bit of balance, I put a full order through McGuirks in Blanchardstown recently and I found them very good to deal with. There was some stuff that I wanted that they didn't have in stock and they kept in regular contact with me via e-mail if it was delayed or if it was in.

I also had a problem with an umbrella that broke after the second use and they replaced it immediately, no quibble.

SureIDontKnow · 04-09-2014 02:04PM

sodbuster77 wrote: »

I'm a little confused here. If you got custom fit and there was no need to change anything, why didn't you buy the set you used during the custom fit session. Or was it just one odd club?

Because for the custom fit all they used was a 7 iron and they didnt have the full set in stock.

TheDoc wrote: »

If you feel properly aggrevied, I'd genuinelly say get in touch with McGuirks head office. I've never had to make a complaint, but a relative did and said he got a really good response and was more then happy to go back dealing with them after.
/

I did this also for both bad experiences above and found their responses to be non-committal, "we'll get it as soon as we can" style of response. Now I didnt expect them to deliver my sand wedge to me in the bunker but I thought they could at least have showed some customer service and updated me on what they were doing rather than waiting for me to ring up asking what was going on all the time.

And when I finally cancelled (via e-mail) the order via email, there was no apologetic response, not a word, so I can only presume the attitude is f you rather than even considering how frustrating this experience was for me.

Tones69 · 04-09-2014 08:47PM

sodbuster77 wrote: »

I'm a little confused here. If you got custom fit and there was no need to change anything, why didn't you buy the set you used during the custom fit session. Or was it just one odd club?

Mcguirks dont stock the nike stuff in lefty it has to be ordered in.

Tones69 · 04-09-2014 08:49PM

Tbh i wouldnt let the lads in there fit me for a jumper let alone a set of clubs. Majority of them havet got a clue!

SureIDontKnow · 04-09-2014 09:51PM

Tones69 wrote: »

Mcguirks dont stock the nike stuff in lefty it has to be ordered in.

Did you read the original post? I knew they had to order them....it was everything that happened after ordering them that was the problem.

Tones69 · 04-09-2014 09:59PM

SureIDontKnow wrote: »

Did you read the original post? I knew they had to order them....it was everything that happened after ordering them that was the problem.

I was answering the other guy (sodbuster77) who asked why they had to order them in for u. I know wat the problem was, so maybe you should read my post properly

SureIDontKnow · 04-09-2014 10:03PM

Tones69 wrote: »

I was answering the other guy (sodbuster77) who asked why they had to order them in for u. I know wat the problem was, so maybe you should read my post properly

Ah sorry, missed that! Newbie on here!! Yes they have to order the left handed stuff.....but Halpenny got it in no time!

Tones69 · 04-09-2014 10:22PM

SureIDontKnow wrote: »

Ah sorry, missed that! Newbie on here!! Yes they have to order the left handed stuff.....but Halpenny got it in no time!

You should use the likes of clubhouse golf, way better and turnaround time also better for us lefties

Rackstar · 04-09-2014 10:30PM

Staff love themselves. Only have time for single figure golfers.

skstretch · 05-09-2014 01:23AM

cormacjones wrote: »

McGuirk's in Leopardstown is a disaster. They have zero interest in helping you out.

A lot of people seem to have the same experience there. It's a wonder management don't try and do something about it.

Halpenny in Carrickmines have always been a pleasure to deal with.

Im not doubting ur experience, but I have been over to Leopardstown twice recently and I got great service from friendly staff on both occasions.

I presume it all depends who you get on the day and whether they are having a good day or not...

Poor customer service - McGuirk's golf Blanchardstown

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