The best online customer experience I have had.
Written: Sep 23 '09
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Having been in the golf industry for ten years, the last eight as a PGA Professional, I have not had a lot of experience in dealing with a retail purchase of equipment. I stumbled across Victory Custom Golf on an internet forum that I visited and noticed right away that they carry top of the line equipment and components. After visiting their website, I noticed that the shop owner, Ken Husvar operates an actual brick and mortar store as well as the website and offers a full range of PGA Tour caliber services to the everyday golfer. While I have never been in the shop, reading the descriptions of services that are available and seeing the certifications that Ken has earned would put me at ease with trusting his expertise to assemble/alter any club that I have in my bag.
First thing is first, the website is laid out very well, with an easy to navigate menu across the top of the screen. The range of products available stretches from the "normal standard items" to the exotic hard to find shafts you read about tour players using. The site also highlights the extensive training that Ken and his staff have gone through to ensure that they are able to perform the repairs/assemblies that they offer. Victory Custom Golf is a member of the two most prominent club building associations, the GCA (Golf Clubmakers Association) and the PCS (Professional Clubmakers Society) as well as being a certified Rifle Shaft Fitting Center, and an official UST Tour Shop. These certifications are only given to the shops that offer the highest level of personalized service and maintenance.
I had visited the Victory site many times, searching through the inventory lists of clubs and components many times, constantly impressed with the variety and exclusivity of the products that are offered. Tour level shafts from Mitsubishi (Tiger uses these in his woods), Matrix Ozik (Anthony Kim used one in his driver and hybrid), UST Tour (Jim Furyk), to relative newcomers like Oban (Tiger tested one of these in his driver). Victory also offers the full spectrum of grips, even some that are not found at the Golfsmith or Golf Galaxy in your area. They run a great special for the Golf Pride New Decade Multi Compound grip that is the hottest in golf, buy 12 get the 13th free. They have just gotten in the tip sections for the r9 woods, they can now prepare any shaft and install on of these tips so that you can put any shaft that you want into your r9 driver.
I emailed Ken asking if he could get a Matrix Ozik HD9 Black Tie shaft (a limited release) even though it was not listed with the other Ozik shafts that he carries. I knew one website that offered them to their forum members at a drastically inflated price. Ken answered my e-mail within two hours and we discussed the specifics of the shaft that I wanted. He mentioned that he had just placed an order and would see if he could add the shaft that I wanted onto it. Now I know that the golf industry is as close to fixed prices as any out there, with most companies threatening suspension or revocation of accounts for any person who sells below their required price. I would not have been surprised if the price that I was quoted was the same as the price on the site that I mentioned earlier, but Ken told me that it was at the same pricepoint as the standard version of the shaft that I wanted ($100 less than the previously mentioned forum). After sending payment via PayPal, a great convenience for those who like to sell items on ebay or other sites, I was notified that Ken arranged for the shaft to be shipped directly to me from the vendor to save on shipping time and would be sent at upgraded 3 day service at no charge. Victory also offers free ground shipping on all orders over $150, a very nice savings if you have purchase a large number of items. One day after completing the purchase of my fairway wood shaft, my Adams Golf rep and I played a round of golf, he hit my driver and asked if I could get him one of the same shafts. I e-mailed Ken that evening and he responded that night with confirmation that he could order one and it was paid for the next day, again shipping directly to me.
As opposed to some sites that sell shafts or grips will inflate the prices on their components if you do not have them install the items. This is a way for them to gain some extra money from you in labor charges, or to jack up prices if you want to do it yourself, with Victory the price is the same if you have them install or do it yourself. There is also a frequent buyer program that you can purchase membership in for $25 per year, this entitles each member to a 2-10% discount on purchases that are not price restricted by the manufacturers.
Now I have never had Victory install any shafts for me, I prefer to do it myself as I am very particular about my golf clubs, I have heard nothing but positive reviews from others who have had work done by Ken and his team. As I mentioned earlier, the certifications that they have received are not given out lightly, so they have to be good at what they do.
All in all, Ken provided the highest level of customer service that I have encountered in any online purchase scenario. I would not hesitate to order from Victory Custom Golf again and have recommended them to several of my students already.
Recommended:
Yes
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Epinions.com ID:
lmh3
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 in Sports & Outdoors |
 - Top 200 |
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Location: North Carolina
Reviews written: 235
Trusted by: 35 members
About Me:
Adams Golf staff member.
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