PGA TOUR Superstore - East Palo Alto, California

Andrew

Management Should Try Shopping Here and See What We’re Experiencing”.

Oh, PGA Superstore. I came in excited, ready to invest in some new clubs. But as I soon learned, not everyone on your team shares that enthusiasm for the sport or for customer service.

Here’s what went down: I asked a straightforward question to an associate—“How can I use one of the bays for trying out clubs?” His response? Not exactly what you’d call welcoming. With a dismissive tone and a raised eyebrow, he replied, “What are you trying to do?”

Excuse me? A simple “Sure, how can I help?” would’ve been enough. But apparently, making customers feel comfortable or interested in their needs isn’t part of the script here.

It’s one thing to be unhelpful; it’s another to make customers feel like we’re inconveniencing you by simply walking in. If anyone from management is reading this, my humble suggestion: go undercover. Ask a few “basic” questions, and you’ll get a firsthand look at the dismissive and, frankly, off-putting vibe that’s costing you business. After all, investing in a club fitting shouldn’t come with a side of attitude.

I hope PGA Superstore reconsiders the training process. There’s so much potential here, but until some changes are made, I’ll be taking my business to places where they’re actually happy to see customers walk through the door.

Club Champion > PGA Tour Superstore.

Mark McHugh

The selection is excellent. Different length of putters, with many different brands. Lots of hitting bays. The only wants is more used clubs (and at more competitive prices) and women's left hand clubs. Staff was nice and helpful.

Thila Nadason

Shop has a wide range and also has a decent selection (of apparel) on clearance/ discount. Customer service is poor, or at least the person that served us was just plain bored. This was whilst we were paying for our purchases. Hopefully it has nothing to do with the fact that the sales person was white male and we were Asians!

Shuhei Nagashima

It's amazing. Wonderful staff will take care of your golf club fitting. I was able to choose the best club. There are many trial booths inside. There were also many clubs for lefties and ladies.

Michael Reed

Terrible customer service, no one at the shop seems to be on the same page as anyone else who works there. Had to wait over 3 months for a pitching wedge and they still messed up the order to where I have to take the club back and fix it. Employees just want to blame the manufacturers for mistakes instead of helping the customer get the what they ordered, they do not care at all about their customers time or money. Never shopping there again, awful experience!

Marc Daniels

I don’t know what else to say, but Frank is one of the best associates I’ve ever ran into in a retail environment. He overheard me coughing and ran and brought me a bottled water, purely out of concern for my well-being.

He even came and checked up on me after a few minutes to make sure I was OK, and then proceeded to answer any question I had about shoes and other gear. He was extremely knowledgeable, kind, looked me right in the eye, shook my hand and made me feel completely welcome. You don’t get that very often in life these days. Thank you so much, Frank.

Evan Nitschke

Management is horrible. I saw someone get kicked out for putting his phone in his pocket! Then they got mad at me for using the putting green! Horrible service never come here.

Michael Miller

Called ahead to see about getting a club fitting. I was told that a quick club fitting was available for walk-in. When I arrived, I told a salesperson that I’d like to have a fitting done for clubs and they immediately asked what kind of clubs I’d like to purchase. I wasn’t looking to buy a full set today, but just be fitted for clubs. I told the associate but he said he’s “not on commission” and asked what my budget was. They set me up in a bay to have my fitting within a few minutes, but this turned into twenty when I decided to leave without a fitting or clubs. I felt the whole experience was very unpleasant and demonstrated poor customer service. Even when spoken to, the representative seemed to be preoccupied with other things as he kept stopping while talking to mutter into his ear piece to others in the store. I would have been happy if he had just told us he was busy and sent over another representative to assist us. Overall, he seemed more focused on sales than customer service, he was rude and while the store looked nice, coming in for a fitting was a waste of time. We’ll get our fitting and clubs at another store.