Great clubs, terrible service!
When I ordered my new set of irons on 24th April the website showed delivery as mid to late May. It was touch and go whether I wanted to wait that long but I placed the order anyway, paid my money and hoped they were under promising and would over deliver. Mid May passed and then the end of May passed with zero communication from Caley other than the confirmation of my order. I emailed to ask what was happening and a few days later received a reply from Ryan (the owner). He said the delivery date shown when I ordered was a mistake and should have said early June and he would get them to me ASAP. He also apologised for the absence of any comms or updates. I waited and then waited some more as the middle of June passed by and once again received zero comms. Finally on the 22nd June I received an email to say the clubs had been despatched. Over the next few days I checked the "track my order" link and there was no information showing. I eventually emailed Ryan again to ask when I could expect to receive them. He replied a few days later advising they were despatched on 26 June (4 days later than they told me in the email?). Finally, the clubs arrived on 30th June, 8 days after I was told they were despatched and 2 months and 6 days after I ordered them. I'm actually really impressed with the irons, but the service and communication have been awful. Most disappointingly my email exchanges with Ryan have not prompted any effort to recover the situation or to restore my goodwill. I had planned to build my Caley "bag" by adding the hybrids, wedges and probably the 3 wood and driver over time, but I'm now thinking it would be much easier to walk into American Golf and leave with the clubs I want there and then (a bit ironic when Caley market themselves as making purchasing golf clubs less complicated). I would have expected after multiple broken promises and such poor communication he would have been keen to win back my loyalty by offering some kind of incentive for me to purchase again and in the process show that he cares about his customers. His lack of absolutely any gesture suggest some real naivety about building his customer base and brand reputation. I'm guessing he's struggling to cope with the volume of business and customer service has gone out of the window while he battles to keep up. All in all, a real shame that such a nice product is being managed so poorly!
