Very Unhappy with TW customer service

[XFactorer]

Bottom line here is that TW failed to live up to their policy.

That's your bottom line. It's not "fact."

I believe TW will honor it if it met their criteria. TW doesn't seem like a horrible, grab-your-money-and-run company. They generally do what's right. Your case of trying to price-match a promotional price is nothing new to TW, I'm sure. But as it stands, most retailers do not price match promotional prices as they are almost always lower. And promotional prices are different from sale prices. Some retails offer you the courtesy of matching a sale price. A coupon

 falls under the promotional side of pricing.

I now suspect you're trying to pull one of those "if I complain enough, maybe I'll get my way" stunts.

 

[TW Staff]

Perfect logic-- un-addressed by TW and by posters in this thread.

HeadPrestige,

We are in the process of researching the facts here, and will address this issue shortly.

TW Admin

 

[XFactorer]

so what you're saying is....a price that is lowered with a coupon code is not a lower price? im pretty sure that's what you're saying.

A price lowered by a coupon code is technically, definitionally, and mathematically a lower price.

But the PMG doesn't say "IF YOU CAN MAKE THE PRICE LOWER," it says if you can find a lower price -- which, to me, means advertised. Coupons work in a different way in business. Sure, it's in your daily newspaper, and you'd be a fool NOT to use a coupon. But fact is most people don't use coupons. SO, no, not everyone gets a promotional price. But a sale price, which does not require a coupon, is something everyone enjoys. And TW sounds like it will match a sale price.

Anyway, in the end, you lose because TW doesn't match prices after coupon codes. So deal with it, I guess.

 

[MayDay]

You've pulled the trigger and now know the limits of the deal (strings, matching services, etc). I would recommend just accept it and move on as it seems you've already talked to TW, can't accept the decision, and is here to try and damage TW's reputation in hoping that either you will get your way or to make TW lose customers.

Price is king. I buy from TW because they generally have good prices (reputable and free shipping (with minimum order) also adds to the decision). If another store had better deal for the same items all the time, then people will naturally go there instead. (Love it when local tennis stores have sales that beats TW prices.)

TW generally have good street prices most of the time. It is unlikely for them to match time limited money losing promotional deals designed for marketing/exposure.

 

[TennisandMusic]

Seems kinda simple to me...and actually it's usually not "advertised price" since the lowest prices aren't advertised at all. That's why TW calls these places to verify the actual price.

TW says they beat competitor prices. Maybe I missed it but I did not see anything about coupon codes being excluded. I don't think it's in TW's best interests business-wise to throw such a fit over what is essentially a hundred dollars or so when they stand to lose a lot more by alienating a long time customer, along with having bad customer service stories publicly available.

Lose 100 now, or lose maybe thousands over time? Seems like an obvious solution. I know I've spent around 4 grand at TW over the past few years (I looked this up recently in fact), so if they "lost my business" over 100 dollars their REAL cost is much more over time. It's a lose-lose situation for TW.

If TW's price matching comes with caveats they should say so up front.

 

[HeadPrestige]

Seems kinda simple to me...and actually it's usually not "advertised price" since the lowest prices aren't advertised at all. That's why TW calls these places to verify the actual price.

TW says they beat competitor prices. Maybe I missed it but I did not see anything about coupon codes being excluded. I don't think it's in TW's best interests business-wise to throw such a fit over what is essentially a hundred dollars or so when they stand to lose a lot more by alienating a long time customer, along with having bad customer service stories publicly available.

Lose 100 now, or lose maybe thousands over time? Seems like an obvious solution. I know I've spent around 4 grand at TW over the past few years (I looked this up recently in fact), so if they "lost my business" over 100 dollars their REAL cost is much more over time. It's a lose-lose situation for TW.

If TW's price matching comes with caveats they should say so up front.

Thank you, finally a voice of reason. Even when I can shop at local stores that usually have cheaper prices, I always chose TW because they had great customer service. I have no problems taking my business elsewhere for future purchases if this is how they treat a long time customer.

 

[sureshs]

There is a reason that companies deal with coupons statistically. Quite a few people think: why not just give me the lower price as some people have calculated here. It is not the same as coupons have a well-studied accessibility and redemption rate, even with Internet coupons, and the company ends only discounting a certain percent of the purchases. There is method behind the madness.

 

[XFactorer]

I don't think it's in TW's best interests business-wise to throw such a fit over what is essentially a hundred dollars or so when they stand to lose a lot more by alienating a long time customer, along with having bad customer service stories publicly available.

TW isn't the one throwing a fit. ;-)

If TW's price matching comes with caveats they should say so up front.

Agreed. Isn't another unspoken caveat that the competitor must have the same exact product (size, color, style) in stock as well or something like that?

 

[XFactorer]

There is a reason that companies deal with coupons statistically. Quite a few people think: why not just give me the lower price as some people have calculated here. It is not the same as coupons have a well-studied accessibility and redemption rate, even with Internet coupons, and the company ends only discounting a certain percent of the purchases. There is method behind the madness.

Thank you, finally, another voice of reason [that I agree with].

When you bring in the fact that you're using a coupon code, the PMG does not apply anymore. At least that's what I've been conditioned to think.

 

[HeadPrestige]

TW isn't the one throwing a fit. ;-)



Agreed. Isn't another unspoken caveat that the competitor must have the same exact product (size, color, style) in stock as well or something like that?

They had the same racket, same grip size, same everything.

 

[Dave M]

To the op

It doesn't say anything about codes at all you are correct.However say you've been given this code for a reason (any reason) there is no way TW (or any store) could check that against their price to maintane a equal price.
They aren't deceiving amybody.You gave them the chance to match the price and they couldn't and as they probably couldn't veriify the source code were unable to match it.Otherwise what is to stop anybody just saying "oh i've got a code and it gives me "X" amount off of"Y",They'd be out of business pretty soon if they can' t confirm it as an advertised price.It does not say they will match just they'd like to try.

 

[XFactorer]

They had the same racket, same grip size, same everything.

Dude! I'm not saying they didn't or whatever or you're being irrational [again]. I'm just saying I thought that was a caveat, but I don't see it in TW's PMG.

 

[TW Staff]

Thank you for bringing this to our attention. It has given us a chance to revisit our Price Matching Policy. We will update it shortly to be more specific and concise.

In the mean time, the company that you are referring to with the 40% off coupon is violating MAP (Minimum Advertised Pricing) policy and we have since reported it to Wilson. As a company that abides by vendor MAP policies, thank you again for bringing this to our attention.

HeadPrestige , one of our customer service supervisors will contact shortly to help resolve this issue.

TW Staff

 

[HeadPrestige]

It doesn't say anything about codes at all you are correct.However say you've been given this code for a reason (any reason) there is no way TW (or any store) could check that against their price to maintane a equal price.
They aren't deceiving amybody i've "bolded" and underlined a line from you at the top.You gave them the chance and as they probably couldn't veriify the source code were unable to match it.Otherwise what is to stop anybody just saying "oh i've got a code and it gives me "X" amount off of"Y",They'd be out of business pretty soon if they can' t confirm it as an advertised price.

The code is listed on the front page of their website. The CS rep on the phone went through the process of entering it over the phone with me and verified the price.

 

[shanx]

It doesn't say anything about codes at all you are correct.However say you've been given this code for a reason (any reason) there is no way TW (or any store) could check that against their price to maintane a equal price.
They aren't deceiving amybody i've "bolded" and underlined a line from you at the top.You gave them the chance and as they probably couldn't veriify the source code were unable to match it.Otherwise what is to stop anybody just saying "oh i've got a code and it gives me "X" amount off of"Y",They'd be out of business pretty soon if they can' t confirm it as an advertised price.

The coupon code is prominently displayed on the competitor's site and should be pretty easy to verify.

 

[Dave M]

The code is listed on the front page of their website. The CS rep on the phone went through the process of entering it over the phone with me and verified the price.

The coupon code is prominently displayed on the competitor's site and should be pretty easy to verify.

Sorry i mis read it, thought you meant one you'd be sent as a birthday promo or a "oh you haven't ordered from us in a while" type deal.
Seems pretty daft of them to put it on their front page if they have a MAP, esp as they could just pu "call for best deals" on th em.

 

[snoflewis]

They had the same racket, same grip size, same everything.

wrong. price was not the same.

 

[XFactorer]

Where the hell is this coupon code?!

 

[PeterPanda]

The code is listed on the front page of their website. The CS rep on the phone went through the process of entering it over the phone with me and verified the price.

When you this item into this site. Which i have done. the price does not change.

 

[snoflewis]

i would have been very happy if i was a blx blade user lol.

 

[sureshs]

HeadPrestige unmasks competitor's pricing violation scandal! Hurray!

 

[HeadPrestige]

Update:

TW came through. Customer service called, apologized and confirmed that if they can verify the coupon code they do match prices.

Thank you TW, and at this point discussion on this point can end.

 

[PeterPanda]

HeadPrestige unmasks competitor's pricing violation scandal! Hurray!

It's not a scandal the price does not change when the item is placed in the cart.

 

[HeadPrestige]

Where the hell is this coupon code?!

I am not going to post the code, it breaks TW rules.

 

[PeterPanda]

I am not going to post the code, it breaks TW rules.

If he really wanted to know. He could have alreadyfound out.

 

[XFactorer]

I am not going to post the code, it breaks TW rules.

heh, i'm not asking for a posted code.

 

[Dave M]

Update:

TW came through. Customer service called, apologized and confirmed that if they can verify the coupon code they do match prices.

Thank you TW, and at this point discussion on this point can end.

That is good CS. Hope you llike them.

 

[snoflewis]

Where the hell is this coupon code?!

remember? we need to abide by TW's forum policies. we can't provide any competitor's info. that would decrease TW's profits in the case that someone else were to price match. basic business strategy.

sorry.

 

[XFactorer]

remember? we need to abide by TW's forum policies. we can't provide any competitor's info. that would decrease TW's profits in the case that someone else were to price match. basic business strategy.

sorry.

Oh, don't take my defense of TW's PMG as I'm all for strictly giving TW my money. I go where the lowest prices are (unless it's Tennis Xpre55, I hate them).

 

[retlod]

In the mean time, the company that you are referring to with the 40% off coupon is violating MAP (Minimum Advertised Pricing) policy and we have since reported it to Wilson. As a company that abides by vendor MAP policies, thank you again for bringing this to our attention.

TW Staff

OWNED!!!

I effing love it.

 

[snoflewis]

OWNED!!!

I effing love it.

killing the competition. haha.

 

[PeterPanda]

remember? we need to abide by TW's forum policies. we can't provide any competitor's info. that would decrease TW's profits in the case that someone else were to price match. basic business strategy.

sorry.

when add the raquet into the cart it does'nt change the price.

 

[snoflewis]

when add the raquet into the cart it does'nt change the price.

there's a promotion code on the top right of the screen. enter that into the "coupon code" box.

 

[cork_screw]

In TW's defense, NO store that price matches will price match with coupons or promotions from another retailer, the fact that you don't know that, and you're assuming everyone else does is a clear sign that maybe you shouldn't create a thread bashing this great company based on info that's faulty.

By the way how do you mix up "due" for "do?" I can only guess your age.

TW is a great company and they always do things fair and they have a real good return policy that many other retailers would not. They're also super friendly/nice customer service who go out of their way to help us. Maybe you're just out of line with these demands seeing as how you think they don't do something that nobody does.

I recently ordered 2 BLX 90s from tennis warehouse and found them on a competitor's website for much cheaper with the use of a coupon code they have running for 40% off any item over 49$. I called to price match (tw usually has good customer service, i have bought from them for years) and they told me they could not price match because it is a promotion which is complete BS.

I ordered my rackets strung from TW, so obviously I cannot return them-- but in the future they have lost a customer. I have ordered 10+ rackets over the past few years from TW and am extremely disappointed. Had I not ordered them strung I would have returned them and gave my business to someone else.

Tennis warehouse, you have lost a loyal customer do to your arrogant policies, and poor customer service.If you will not match competitor's prices, do not advertise that you will.

 

[HeadPrestige]

In TW's defense, NO store that price matches will price match with coupons or promotions from another retailer, the fact that you don't know that, and you're assuming everyone else does is a clear sign that maybe you shouldn't create a thread bashing this great company based on info that's faulty.

By the way how do you mix up "due" for "do?" I can only guess your age.

TW is a great company and they always do things fair and they have a real good return policy that many other retailers would not. They're also super friendly/nice customer service who go out of their way to help us. Maybe you're just out of line with these demands seeing as how you think they don't do something that nobody does.

Because typos never happen

Also, maybe you should read the entire thread before you post. TW apologized for their mistake-- as they normally would match this if they could verify the code themselves. The whole reason I brought his up is because I knew from past experience that TW normally would match this type of price.

 

[PeterPanda]

there's a promotion code on the top right of the screen. enter that into the "coupon code" box.

I didsee that typed it in and hitapplied and itn did'nt work might just be my be computer.

 

[snoflewis]

I didsee that typed it in and hitapplied and itn did'nt work might just be my be computer.

it might be that the item you want is excluded. none of the tennis stuff qualifies except the wilson stuff. and some accessories here and there.

 

[sureshs]

Because typos never happen

Also, maybe you should read the entire thread before you post. TW apologized for their mistake-- as they normally would match this if they could verify the code themselves.

I think they were nice to you, that is all. They are actually rewriting their policy to be clearer. Hey, sometimes if you make a lot of noise, people will take care of you just to avoid unpleasantness. Have done that myself when threatened to be bumped off flights.

 

[XFactorer]

Because typos never happen

Also, maybe you should read the entire thread before you post. TW apologized for their mistake-- as they normally would match this if they could verify the code themselves. The whole reason I brought his up is because I knew from past experience that TW normally would match this type of price.

Dude, you're totally thinking this is TW saying, "oh, we're wrong, you're right." But it's more of TW trying to calm you down so you don't act all crazy and besmirch their good name.

Go to any retail store, be outrageous and act like you're right and ask for the manager. They'll all come out and say, "yes, yes yes" to whatever you want. Wish they wouldn't and would tell you you're wrong.

 

[HeadPrestige]

Dude, you're totally thinking this is TW saying, "oh, we're wrong, you're right." But it's more of TW trying to calm you down so you don't act all crazy and besmirch their good name.

Go to any retail store, be outrageous and act like you're right and ask for the manager. They'll all come out and say, "yes, yes yes" to whatever you want. Wish they wouldn't and would tell you you're wrong.

Believe what you want. Pretty sure only one of us heard first hand from tw. Also, I mention this because I know people who have used coupon codes to price match with TW in the past with no problems. I would not have brought this up without justification. Please, go away.

 

[snoflewis]

I think they were nice to you, that is all. They are actually rewriting their policy to be clearer. Hey, sometimes if you make a lot of noise, people will take care of you just to avoid unpleasantness. Have done that myself when threatened to be bumped off flights.

they've matched coupons from as far as i can remember. nothing that was seen today seems out of pity.

i have noticed that they have a slightly different process for price matching, and this might be one of the kinks they're trying to figure out. in this particular case, it's the competitor that's at fault for not excluding items under MAP, as other brands such as head and pricne have been excluded. my guess is because wilson is involved with other sports markets such as basketball and baseball, that they may have overlooked the tennis stuff. not to mention, most of the exclusions tend to be by brand.

i dont think TW would admit mistake to their part and their employees just to be nice. i've had bigger problems w/ TW that were not fixed on their policy. and if they really wanted HeadPrestige to shut up, they would just lock the thread down or delete it. it's their forum, they can control what they want.

 

[snoflewis]

Dude, you're totally thinking this is TW saying, "oh, we're wrong, you're right." But it's more of TW trying to calm you down so you don't act all crazy and besmirch their good name.

Go to any retail store, be outrageous and act like you're right and ask for the manager. They'll all come out and say, "yes, yes yes" to whatever you want. Wish they wouldn't and would tell you you're wrong.

just stop man. you just sound butthurt that no one's telling you where the promo's at.

he's just trying to get the same treatemnt that everyone else gets...which is pricematching. they never refused to price match coupons in the past, and if they do now, there's something wrong right?

 

[TW Staff]

People, it's getting blown out of proportion. The situation between HeadPrestige and TW has been handled. Thanks HeadPrestige, as we can only get better with things such as this. In this case it's putting clarity on our price matching policy to help avoid confusion going forward.

TW Staff

/thread closed.