I have used direct golf on a few occasions and this is the first time I have experienced problems. On 8/8/15 I placed a special phone order with Stuart Thomson for a set of Ping i25. The order process was good and Stuart did a thorough job making sure my specification was correct. Stuart explained it would take time for the order to be processed. I did not receive an e-mail confirming my order which would have helped. I heard nothing until 14/8/15 when I received an e-mail saying that my ordered item was not in stock and had been discontinued so would not be back in stock. I wasn't happy with the option of choosing another product or the fact that Direct golf were offering to credit my account instead of giving a full refund so I called customer services. Customer services informed me that the order was still in progress and that I would receive my clubs which had been ordered from the factory. The next contact I had was on 25/8/15 telling me my order had been dispatched. I received the order the next day as expected, however the order was completely wrong. I received a set of clubs with a different specification, which were also left handed. I contacted customer services the next day and was passed to Stuart, who told me the factory had mixed up two orders he had placed on the same day. I arranged to drop the clubs at the Reading store the next day so that I could get my clubs swapped and receive the correct set ASAP. The drop off was fine and the Reading store e-mailed to confirm I had returned the clubs. I e-mailed Stuart to confirm my order, which he did on 28/8/15. The e-mail said my new clubs would probably be sent the following Tuesday. The next e-mail I received was on 3/9/15 telling me my order had been returned and to allow 24 hours for my credit to be allocated to the transaction. I called the customer services team who told me it was an automated e-mail and my clubs were still on order and were due for delivery on the following Monday (today). Stuart also e-mailed on 3/9/15 to apologise for the delay and to confirm the clubs would be delivered on the Monday. I got the next dispatch e-mail on 5/9/15 (Sat) and the correct clubs have now been delivered today 7/9/15(Mon). The whole process took 30 days from order to delivery which was a lot longer than expected. The e-mails saying my order was being cancelled also added to the confusion and frustration of the whole process. I do think when you take special orders over the phone it would be a good idea to confirm the order via e-mail. When I received the incorrect order I was worried that I didn't actually have written confirmation of what I had ordered. The only positive was the staff were helpful when I contacted them by phone and were able to sort some of the issues, but not the time it took which was frustrating. As previously stated I have used Direct Golf before with no issues so this is my first complaint. Based on this experience I will probably not use online ordering with Direct golf for purchasing clubs again. Apologies for the long e-mail but I thought it would be helpful for you to get the full story and take any action to make sure the errors are not repeated for other customers. Regards Liam Buchanan