What Happened to Service?

So as of late I had been agonizing over my golf club membership.  Back at the end of July I had an altercation with the golf pro over some clubs I had purchased from a Callaway Demo Day.  This was the first time I had ever been involved in a Demo Day with a golf vendor and wasn’t sure what I was getting into but knew I needed a few new clubs for the bag so I went down the range at the club to test them out.  I found a lob wedge that I been wanted and also tried out some fairway woods.  After the test drive of the clubs I asked them to give me a quote the wedge as well as a 3 wood and 5 wood.  A few weeks later I was told my clubs were in stock and I could pick them us, even though I was just looking for a quote previously.  In any event I went in and picked up my lob wedge and they indicated the woods would be in later.  A few days later I got a call from the pro shop indicating everything else was ready and I could come pick them up.  I got to the pro shop and said I was here to pick up my fairway wood.  They handed me the 3 wood and I assumed that was all that was ordered and went on my way.  A week or so later, I was reviewing my account and found a charge for 2 3-woods and no charges for my lob wedge.  I assumed this was a mistake so I had reached out to the golf pro to explain that I was charged for 2 3-woods instead of 1 3 wood and the lob wedge.  I didn’t receive a response to my original email and continued to follow up several times over the course of the week to try and get a response before the end of the month billing.  Finally after a week had passed, I sent a more stern email with a copy to the club general manager stating that I needed an immediate answer to this situation.  The golf pro finally writes me back and, with no apology whatsoever, proceeds to tell me essentially this situation is my fault that I didn’t ask to pick up the 5 wood which was supposedly the other 3-wood I was charged for and that he had adjusted the account to charge for the lob wedge and removed the 2nd 3-wood.  He also made a very big deal about the fact that he would have to contact Callaway about returning the 5-wood that I had apparently ordered.

Now, in my mind, this situation could have been handled very differently that would not have resulted in me reconsidering my membership.  First he could have apologized for not responding to all of my previous emails and then could have explained what happened in a better way than essentially blaming me for his troubles.  In my eyes, this was probably the worst service I have ever received from this organization in my 6 years as a member and while he won the battle, they lost the war as now they will no longer have my monthly membership fees in their bucket.

I sent in my notice to terminate my membership this morning and I was shocked at the canned reply I received from the Membership Director essentially stating sorry to see you go but oh well have a good time without us.  It was absolutely floored that someone who is dependent on memberships for her job productivity wouldn’t even take a moment to question why we were discontinuing our membership after such a lengthy period of time.  This definitely ensured that the right decision was made to terminate this membership and use the monthly monies budgeted for something else.