TW sucks, other than this board :)

Discussion in 'TW Questions/Comments' started by merlebo02, Mar 25, 2013.

  1. merlebo02

    merlebo02 Rookie

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    I ordered 2 packs of string and 4 demo racquets on March 5th. As of today they have still not shipped the demo racquets. I have gotten multiple excuses after several different calls made over the last 2 weeks!! After these said calls I finally got my string in this past friday(not sure why it takes 3 weeks to mail string when I received a truck motor in 3 days). Called today to check on demos and they said they are fixing to send them today, FORGET IT!!! I will deal with another company.


    Not upset that it takes 3 weeks to get my stuff (well I kinda am because that's rediculous) but the fact that for the last 2 weeks it has been nothing but excuses and promises to mail it out that day.

    I'm in the US by the way!!!
     
    Last edited: Mar 25, 2013
    #1
  2. S&V Specialist

    S&V Specialist Rookie

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    They can't send you the demo racquets until they get them back from the others who are currently demoing them. Until they have the demos in stock, your order will not be shipped. They have the best customer service when compared with other companies. Also, if you're not a jerk to them, they will work with you a lot more. Kindness goes a long way.
     
    #2
  3. SFrazeur

    SFrazeur Legend

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    I am betting we are not getting the whole story on why it took 3 weeks for string.

    -SF
     
    #3
  4. merlebo02

    merlebo02 Rookie

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    Demo's are out 1 week at a time, 3 weeks is sufficient time for them to receive them back. Plus it said all 4 were in stock when I placed the order!!

    I have been very nice, and always will be. This is not life or death so I take it with a grain of salt. Just wanted to share my experience in that I am slightly aggrevated.
     
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  5. merlebo02

    merlebo02 Rookie

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    I called after 1 week and they said a demo was not in but they had just recieved it and will be shipping it out pronto. I explained the demos were no big deal but I really needed string (live in rural ms not a lot of access to string)

    Week 2: they said since I used a store credit it messed the order up and was placed on hold and not processed in the warehouse. OK, demo's no big deal but really need my string, they said no problem mailing it out today!!

    4 days later I called again (I'm watching my UPS tracking so I know it hasn't been processed) and he tells me the demo just came in and shipping it today. At this point I said I have been waiting almost 3 weeks and really need this string. Dude says I'm gonna 2 day ship both the demo's and string for you today, I said good deal thanks..

    Received my string Friday, called today to check on demo's because no UPS tracking info, same story today, just got the demo back in and mailing it today. At this point I said just forget it!!!
     
    #5
  6. pingu

    pingu Semi-Pro

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    This could happen because TW was out of that type of string like what happened to me when I ordered the BB reels and that's understandable. In additional, TW always notify you for things like this.
     
    #6
  7. merlebo02

    merlebo02 Rookie

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    Computer said everything was in stock. I'm aggrevated because they kept giving me the run around and would not keep me posted or up to date. Every time I called it was a new excuse. If they were out of stock they should say so and I would have been perfectly fine with that, that's very understandable.

    I have had great experience with TW in the past, but this time was pathetic and not very conducive to good business practices.
     
    #7
  8. pingu

    pingu Semi-Pro

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    Exactly what happened to me. When I ordered, two were available. However, it's understandable that the website may not be up to date when we ordered. I did not call but TW did send me email to let me know that they were out of stock which is fine for me.

    My experience with TW has been good so far and I hope I won't run into situation like you did.
     
    #8
  9. Xonemains

    Xonemains Semi-Pro

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    Sometimes s@$& just happens in business and you get the raw end of the deal.

    Everybody knows that. Get over it.

    Overall though, TW has the best service around.
     
    #9
  10. v-verb

    v-verb Hall of Fame

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    I've done 2 orders so far from TW - they've been fantastic - 2 days from order to receipt - and I'm in Canada
     
    #10
  11. TW Staff

    TW Staff Administrator

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    I apologize for our delayed response. I have notified one of our customer service managers of your situation and he will be contacting you shortly. Thank you for bringing this to our attention.

    Jason, TW
     
    #11
  12. bluetrain4

    bluetrain4 Legend

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    I'm always amazed when someone has a big problem with TW, since my service (over more than 100 orders) has always been stellar.

    Not sure about the string, but the demos, even though scheduled to be shipped, could be delayed because others people didn't send them back on time. Not to make excuses.
     
    #12
  13. tkoziol

    tkoziol Rookie

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    I've had similar situations with another online demo program. I think the problem is having an online demo program. Its not exactly a streamlined process. Problem for me is that the pro shop here rarely has demos available.
     
    #13
  14. corners

    corners Legend

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    Very un-classy and unprofessional to air your personal grievance in public, let alone on the public message board provided to you, for free, by the company you're slagging on.

    You can do whatever you want. But this kind of bushleague stuff won't get you far in life, kid.
     
    #14
  15. sureshs

    sureshs Bionic Poster

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    What else does "TW comments" stand for? It seems from the TW response that OP was not making this up and was not unreasonable.

    Personally, I have never had any problem with TW. I have used their demo service, and purchased rackets, overgrips, and shoes.
     
    #15
  16. SFrazeur

    SFrazeur Legend

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    TW Demo service can be problematic. However, many of the issues are caused by jerk demo program patrons. (Not sending back on time, re-stringing with their own preference.)

    -SF
     
    #16
  17. Timbo's hopeless slice

    Timbo's hopeless slice Hall of Fame

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    Well, I live in a seriously remote location and have always been most impressed with TW's service.

    Don't know if this kind of thread is all that helpful..
     
    #17
  18. Boricua

    Boricua Hall of Fame

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    I change my mind continually when ordering but TW personnel is very patient and kind in their service. And processing m order and shipping is A1.:)
     
    #18
  19. man_untd11

    man_untd11 Rookie

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    I love buying stuff from TW. I've never had a problem with them regarding anything, be it orders, warranties, playtests etc.
     
    #19
  20. merlebo02

    merlebo02 Rookie

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    I will say it again, I have never had a problem with orders from TW up until this point with the DEMO's and I do think that the string being attached to the same order as the DEMO's slowed them down.

    Regardless I spoke with Eric tonight on the phone and we got everything settled. As always everyone I speak with at TW is very professional and I enjoy doing business with them. I was explained by Eric how the DEMO program works and I completely understand the delay. My only argument was I would have felt much better about the whole situation with this explanation on the front end.

    Anyways, TW (Eric) came through and once again proved to be an A++ company by calling me and clearing this up. Not many companies left in the good ol USA that handles business as well as TW.. I will continue to give them ALL of my business!!!
     
    #20
  21. v-verb

    v-verb Hall of Fame

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    Good to hear this worked out!
     
    #21

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