East Coast Custom Putters

[kdog25]

Sent a mil spec to Ray Pennington. His name is on his public web site so I’m not disclosing personal info. Prepaid via PayPal. He refinished the putter and the work is really nice. Can’t comment on durability but I have no reason to believe it won’t be good. So absolutely no issue with the work done. None whatsoever. But here’s where it takes a weird turn. He did something a little different than what I originally selected. But again I have zero issue. He has his own version of a pro platinum finish that I didn’t see on his site. So again, no issue at all. I asked was there a price difference either way - I thought it was possible I owed. He told me it was $30 cheaper. Been going on for over a week now and still don’t have it. Screen shots attached. Again, work fantastic. But this is silly so just letting the field know. Particularly silly is the I haven’t gotten to my computer yet. Could have used the phone he was texted on and taken care of it in 2 minutes. 
 

And yes, be exause I assume it will be asked  - I did finally file a PayPal claim this morning. 

Edited January 27, 2023 by kdog25
Update

[kdog25]

Already an update. Not long after I file a claim and minutes after my post above…

 

 

[kdog25]

I got the refund. I don’t know if it’s in response to the claim. Maybe it’s coincidental. Don’t think it should take a week regardless. Judge for yourselves. 

[kdog25]

Adding pics.Ike I said the work looks really good. 

[kwcsports]

Putter looks great. Paypal can be wonky sometimes. 

[JoeFrigo]

Ive worked with Ray before and hes a very good down to earth man. There was no need to file a dispute for $30. He is correct that if he in fact did refund via PayPal it does take multiple days to process

 

Also when I dealt with him I know he gets busy and the project took a little longer than expected but he was always clear with communication

 

And I agree his work is exceptional. East Coat isnt one of the first names people think of for putter refinishes but I would happily send mine to him again

Edited January 27, 2023 by JoeFrigo

[kdog25]

4 minutes ago, JoeFrigo said:

Ive worked with Ray before and hes a very good down to earth man. There was no need to file a dispute for $30. He is correct that if he in fact did refund via PayPal it does take multiple days to process

 

Also when I dealt with him I know he gets busy and the project took a little longer than expected but he was always clear with communication

 

And I agree his work is exceptional. East Coat isnt one of the first names people think of for putter refinishes but I would happily send mine to him again

So 8 days and nothing, no need to file a claim 

- ok. Opinions vary. As far as days to take for the refund, maybe. That’s never been my experience. But there were no emails from PayPal, never told me he issued the refund until this morning. And oddly enough after his last attempt it was immediate. 
 

Again no other issues. He could have had my putter another month. Once I sent him my putter there was no communication which was perfectly fine. He had it, assumed the work would be done, and didn’t wanna bug him. Couldn’t care less. 

[Abh159]

Putter looks like it turned out great. However, I think the weirdest part is that he did something other than what you originally requested and paid for, and he didn't tell you until after the work was already done.

 

I get that maybe what he did was a better option and it cost less, but doing that without asking the customer first is really strange...

[kdog25]

1 minute ago, Abh159 said:

Putter looks like it turned out great. However, I think the weirdest part is that he did something other than what you originally requested and paid for, and he didn't tell you until after the work was already done.

 

I get that maybe what he did was a better option and it cost less, but doing that without asking the customer first is really strange...

Yea it crossed my mind that a strategy like that could backfire. But I’ll say again I’m good with it. And I’ll assume that if I wasn’t he’d have redone it. 

[Jace_bkr]

Am I the only one That finds this post absurd??

 

-The guy refinishes your putter to which you confirm he did an excellent job.

-Originally thinking you could possibly owe money (as stated in your original post), He lets you know it's actually cheaper & you would be seeing a $30 Refund..

-You then file a PayPal claim Because you didn't see $30 you weren't even expecting as quick as you'd like??

 

That about right??

[kdog25]

11 minutes ago, Jace_bkr said:

Am I the only one That finds this post absurd??

 

-The guy refinishes your putter to which you confirm he did an excellent job.

-Originally thinking you could possibly owe money (as stated in your original post), He lets you know it's actually cheaper & you would be seeing a $30 Refund..

-You then file a PayPal claim Because you didn't see $30 you weren't even expecting as quick as you'd like??

 

That about right??

What’s a reasonable time frame to get the refund? At what point is it ok to take action over an anonymous internet payment?

 

I can promise you this. If this was reversed there’s no chance it would take me that long. 

Edited January 27, 2023 by kdog25

[JoeFrigo]

59 minutes ago, Jace_bkr said:

Am I the only one That finds this post absurd??

 

-The guy refinishes your putter to which you confirm he did an excellent job.

-Originally thinking you could possibly owe money (as stated in your original post), He lets you know it's actually cheaper & you would be seeing a $30 Refund..

-You then file a PayPal claim Because you didn't see $30 you weren't even expecting as quick as you'd like??

 

That about right??

My thoughts exactly

 

If it was for the full amount or requesting the putter to be sent back, then I would understand. But to file a dispute against the company for $30 is petty. Ray could have easily not said a word and kept the money but was honest enough to let him know he would get credit back...... did I say it was only $30??

 

and did an excellent job on the finish

[kdog25]

19 minutes ago, JoeFrigo said:

My thoughts exactly

 

If it was for the full amount or requesting the putter to be sent back, then I would understand. But to file a dispute against the company for $30 is petty. Ray could have easily not said a word and kept the money but was honest enough to let him know he would get credit back...... did I say it was only $30??

 

and did an excellent job on the finish

Perhaps my getting the refund after the filing is coincidental. Never gonna know. But at what point and at what amount is it ok to act?  How many times do I need to be told I’m gonna do it and it not be done?

 

I didn’t expect everyone to agree and that’s fine. I just don’t agree with taking that long. 

[Abh159]

26 minutes ago, kdog25 said:

Perhaps my getting the refund after the filing is coincidental. Never gonna know. But at what point and at what amount is it ok to act?  How many times do I need to be told I’m gonna do it and it not be done?

 

I didn’t expect everyone to agree and that’s fine. I just don’t agree with taking that long. 

 

FWIW I have to side with you on this one. Sure, $30 really isn't all that much, and he didn't even have to tell you it was cheaper. 

 

That being said... He did say multiple times that he was going to refund you even going as far as giving you a specific date he was doing it. Then, he didn't do it. Who knows if you ever would have gotten the money back if you hadn't filed the dispute. I mean at that point what else were you supposed to do? At the end of the day it all worked out. You got your money and hopefully he realized that he needs to do a little bit better with his communication especially when it involves a customer's money.

[Copious Large]

 

Ray did a great job on my Piretti Teramo. 

[CoachNotto]

Deleting accidental repost

 

Edited September 17, 2024 by CoachNotto

[loosetooth]

Prepare to continue to wait. He had my putter for more than 3 months, last year. The work was fine, but not exceptional. He encountered some unforeseen issues, but I was left pretty frustrated by the lack of communication/effort.

 

Seems like a nice dude, but I’m not using him again.

[CoachNotto]

I know this thread is a bit old, but I am sharing my experience with Ray at East Coast Custom Putters...

 

Ray still has my putter.  

 

I went to his website several weeks ago and tinkered with his form on having a putter poly-coated.  I wanted to see that the options were and what the price would be.  I did not fully complete the form or submit it.  However, it seems as though even when a form is not formally summited it does send him whatever info you have entered.  Ray had my contact info and new I was interested in having a putter over-hauled.

 

I received a text message on my cell phone the next morning.  It was very friendly and helpful.  "I see you are interested in possibly have your putter refurbished and poly-coated.  Let me know if I can answer any questions or help."

 

I sent back a message saying I was interested and asked what the general time frame would be.  He said, "I could have your putter in about 1-2 weeks."  I was very surprised any pleased to know he would be able to complete my project so quickly.  I had ordered an old putter on eBay that was on the way.  The day it arrived (two days later than this initial exchange) I shipped the putter to him the same afternoon I received it.  I then completed the online form in detail and paid IN FULL ($240) including the shipping fee to send it back to me.

 

I sent Ray the tracking info.  I kept on eye on the tacking and sent him a message the next day letting him know the putter should be at his door that evening.  He text back that he had received it and would send my pics as the project progressed.

 

Ray never initiated contact with me after this.  He never sent any pics.  I had to ask every 5-6 days what the status was.  He would respond "maybe end of week" and at the end of the week when I did not hear from him "maybe mid next week"... when that time passed "I will have it ready to ship on Monday".   When Monday came and went I asked if the putter had shipped.  I did not receive a response and sent ANOTHER message asking to please update.  He then informed me that he was having “bonding issues” (which I assume meant the poly-coat was not adhering to the putter correctly) and that he was going to have to “try another process” and would be “working on it for the next two days." As you might have guessed, two days went by with NOTHING from him updating me.  I sent a message on the third day asking for an update and 24 hours later… no response.

 

I am sure he is busy and I am sure he has a life... but in my opinion there is no excuse for just blowing off a customer after receiving a full payment.  He could have explained briefly during any point... "I'm a bit busier than I expected... I have to clean a piece of equipment… I need to get a part" etc.  Tomorrow will be five weeks since he had the putter, three weeks over the original estimate, and I have no clue what the status is.  

 

In fact I am nervously waiting for a message that the putter was destroyed during the process and there are no refunds.

 

I am sure if completed the putter will look great, but the communicated has been awful.  He pretty much communicated to me "I have your $240 now, so I will get to it when I get to it and you will get it when you get it.  In the meantime I’ll communicate with you at my whim.”

 

This process has been so unpleasant that I am not even excited to get the dang putter anymore.

 

[third-times-a-charm]

2 hours ago, CoachNotto said:

I know this thread is a bit old, but I am sharing my experience with Ray at East Coast Custom Putters...

 

Ray still has my putter.  

 

I went to his website several weeks ago and tinkered with his form on having a putter poly-coated.  I wanted to see that the options were and what the price would be.  I did not fully complete the form or submit it.  However, it seems as though even when a form is not formally summited it does send him whatever info you have entered.  Ray had my contact info and new I was interested in having a putter over-hauled.

 

I received a text message on my cell phone the next morning.  It was very friendly and helpful.  "I see you are interested in possibly have your putter refurbished and poly-coated.  Let me know if I can answer any questions or help."

 

I sent back a message saying I was interested and asked what the general time frame would be.  He said, "I could have your putter in about 1-2 weeks."  I was very surprised any pleased to know he would be able to complete my project so quickly.  I had ordered an old putter on eBay that was on the way.  The day it arrived (two days later than this initial exchange) I shipped the putter to him the same afternoon I received it.  I then completed the online form in detail and paid IN FULL ($240) including the shipping fee to send it back to me.

 

I sent Ray the tracking info.  I kept on eye on the tacking and sent him a message the next day letting him know the putter should be at his door that evening.  He text back that he had received it and would send my pics as the project progressed.

 

Ray never initiated contact with me after this.  He never sent any pics.  I had to ask every 5-6 days what the status was.  He would respond "maybe end of week" and at the end of the week when I did not hear from him "maybe mid next week"... when that time passed "I will have it ready to ship on Monday".   When Monday came and went I asked if the putter had shipped.  I did not receive a response and sent ANOTHER message asking to please update.  He then informed me that he was having “bonding issues” (which I assume meant the poly-coat was not adhering to the putter correctly) and that he was going to have to “try another process” and would be “working on it for the next two days." As you might have guessed, two days went by with NOTHING from him updating me.  I sent a message on the third day asking for an update and 24 hours later… no response.

 

I am sure he is busy and I am sure he has a life... but in my opinion there is no excuse for just blowing off a customer after receiving a full payment.  He could have explained briefly during any point... "I'm a bit busier than I expected... I have to clean a piece of equipment… I need to get a part" etc.  Tomorrow will be five weeks since he had the putter, three weeks over the original estimate, and I have no clue what the status is.  

 

In fact I am nervously waiting for a message that the putter was destroyed during the process and there are no refunds.

 

I am sure if completed the putter will look great, but the communicated has been awful.  He pretty much communicated to me "I have your $240 now, so I will get to it when I get to it and you will get it when you get it.  In the meantime I’ll communicate with you at my whim.”

 

This process has been so unpleasant that I am not even excited to get the dang putter anymore.

 

Ray has done several putters for me and I agree that timelines and communication are not his strong suit. 

 

Had done basic bead blasts up to welding projects with him and I've had to stay on top of it each time and bug him on instagram but in the end they got done. 

 

My last project with him took 5 months and had some considerations that constituted that - but I had to cut him off at the 5 month mark and demand he send my putter back at about 95% complete.

 

He had a kid last year or so (he says) which is no excuse for bad business but not sure what he has going on these days.

 

[CoachNotto]

13 hours ago, third-times-a-charm said:

Ray has done several putters for me and I agree that timelines and communication are not his strong suit. 

 

Had done basic bead blasts up to welding projects with him and I've had to stay on top of it each time and bug him on instagram but in the end they got done. 

 

My last project with him took 5 months and had some considerations that constituted that - but I had to cut him off at the 5 month mark and demand he send my putter back at about 95% complete.

 

He had a kid last year or so (he says) which is no excuse for bad business but not sure what he has going on these days.

 

 

I agree... there is no excuse for poor customer support.  If you are too busy... for whatever reason... take less business or be up-front with the customer on the timeline.  I honestly would not have minded at all if he had simply communicated during this process and kept me informed.  Keep a spreadsheet and set aside a time every day to communicate with customers.  Ridiculous.

I still have not heard from him and I sent a note outlining all of my concerns as stated above... still nothing.

Edited September 18, 2024 by CoachNotto

[CoachNotto]

Finally, Ray has sent me pics of completed project.  He says he will ship today or tomorrow... however, he has made about 10 projections on completing\shipping that were missed during this process.  I am happy with the work but not so happy with the communication\timeline.  Original estimate was 1-2 weeks (which I thought was fast to begin with) and if he glues on the shaft and completes the project today it will have been nearly seven weeks... during which time I did not hear from him unless I pestered him.

 

 

[CoachNotto]

received the putter today... while the process and communication was incredibly frustrating... the putter turned out better than I expected...

 

 

[CoachNotto]

Final thoughts... 

 

Would I recommend Ray?  Yes.  While the communication was awful, there was no dishonesty... just poor estimates on timelines and extremely limited contact.  The work done was excellent and I am very happy with the putter.  One caveat... send him your putter after completing the form in great detail and just assume you won't see it for 2-3 months.  You may get it sooner.  Ray will let you know that he received the putter and you won't hear from him much unless he has a question to clarify on the project.  Any guesses at timelines etc. should be taken lightly... He had around 80 putters in his shop while he had mine so he is incredibly busy and many of the customers are likely  clamoring for status updates which I am sure is challenging to keep up with.  This is one area of his business that needs attention.  Perhaps an online spreadsheet where you could look up your project by a number and see where it is in the line-up with projected dates for starting various stages of the refinish and current status of the project.

[zip7111]

Thank you for the detailed writeup sharing your experience.  Does this putter have some sort of sentimental value?  I see these Northwestern putters going for $19 on eBay.  $240 seems like a lot to put into a putter with little to no value.  Just trying to understand the reasoning behind the project.

[CoachNotto]

I have the same model putter in my "vacation bag" in Upper Michigan where my wife and I go for a couple weeks every summer to visit family and friends.  We go around the 4th of July as all my buddies who have also moved out of the state visit as well... we do a lot of golfing and there is a family\friends tournament on a 9 hole course on Lake Michigan every year (been doing it for 50 years).  That putter is my favorite putter and I putt out of my mind with it... I have thought about sending it back several times but instead have tried modern putters that feel the same with no luck.  So, I finally decided that rather than drop another wad of cash on another new putter I would order one on eBay and have it restored... I looked for the one in the very best condition I could find and it came out much better than I anticipated.  I am jacked to play with it this weekend... this will be my putter until I am done golfing...

 

Here are some pics and videos from the tournament a few years ago... my wife always just walks with us (she doesn't golf) and takes lots of photos...

 

https://www.instagram.com/p/CfrEpGiO8Gx/?img_index=1

 

Details of my refinish: Black cherry polycoat, light double-milled face, lime green and white paint fill... there is a Scotty Cameron on Ray's sight with same finish\milling

Edited September 27, 2024 by CoachNotto