Lot's of complaints about TW customer service: are you satisfied?

[shojun25]

There has been a lot of threads mentioning TW's downhill customer service lately.

HOWEVER, I am satisfied. I demoed 4 racquets (POG, MG Radical, PS 85, and nBlade) from TW, and the strings of the PS broke after 15 min of playing with them. I just called TW up and they will send me another demo racquet (the PS 85), and let me demo it for a week after receiving it. So... great customer service. Just call them by phone (if its during business hours) - its faster than sending an email or posting here IMO.

The question is: overall, are you satisfied with TW's demo programs, customer service, and overall services (such as great prices and providing the TTW forums)?

[drakulie]

I've never had a problem. They are always friendlly and extremely helpful.

[TheShaun]

i've had to deal with them over the phone twice and had nothing but great service. TW still has my business!!!!

[snoflewis]

they're really good about customer service...the only complaints i've seen here is a lack of inventory (almost always backordered) or an occasional mis-ship

[TokyopunK]

They are pretty good but I do not approve of their leader's obsession with gummybears.

[JMS]

I have demoed and ordered on several occsaions. Only one problem, and they responded to the e-mail within hours and gladly corrected the problem. THE CUSTOMER SERVICE HERE IS LIKE NO OTHER

[Richie Rich]

can't complain about any of the transactions i've had with tw. most were perfect and the coupe issues i had were dealt with quickly and easily

[TennisFrkJC92]

Originally Posted by snoflewis

they're really good about customer service...the only complaints i've seen here is a lack of inventory (almost always backordered) or an occasional mis-ship

I agree, i've been waiting for the AeroPro Drive Cortex 4 1/4 since September 16th, it's been constantly getting backordered.

[ewcrider]

I've ordered from TW many times, and have had virtually no problems. The only thing i did have a problem with was a demo. I ordered it when someone else had it, and it was due in 3 days after i placed my order; i thought it was no big deal waiting 3 days. It kept getting pushed back further and further, which had me very worried since i was leaving for college soon. The order also contained some other equipment i wanted to use. I dont remember exactly, but i think it ended up shipping about 3 weeks after it was supposed to, so i didnt really even get to play with it before sending it back.
Other than that, TW just may be the best company i've delt with overall. Low prices and large selection enable me to try things that I never would've if I had not come across the site. These message boards are also a great feature, since i've never had lessons i can learn here. Also, I do not have the tennis channel and cannot purchase it (school cable), but i am able to watch matches uploaded by members here.

[LarougeNY]

yeah TW is probably the most consumer-friendly tennis equipment website there is. I tried almost a dozen rackets before finally settling on one, and now I'm happy knowing I have the right one-thanks to TW.
Shoes as well, I don't know what I would do without the help you guys have given me whenever I ask for advice.
Thanks tw, you guys have excellent service.

[Loco4Tennis]

yeah i had a issue with backorder tennis bag i just received
i waited a week and ended up calling, then i saw they actually had one more bag, of the one i ordered that they could have sent me, which they did,
i am happy now, ive made 3 orders so far, i am 2 for 3 and still quite happy shopping from them, i recomend them to everyone i know who likes tennis, i really like their tennis selection and prices, i hope they keep up the good service and iron out some of the bad

[guynamedsean]

I buy multiple things every month. I usually talk to a young kid who knows less about the equipment than I do, but this is to be expected. Once you have operated a business you will understand that you cant hire Roman Prokes to answer the damn phone.

I have had these nice kids that work at TW weigh and balance racuets while I am on hold. They have checked handles for me to see if they can be sanded down. Not once did they act put off. They walked wherever they needed to go checked it out and came back with an answer.

I have never used their demo program.

Not one order has been wrong, late or damaged. So I have been pleased so far.

[caesar66]

I have had no problems with them at any point, and if I had, I feel really confident that they would remedy it.

[HeadPrestige]

i love tw customer service.

[shojun25]

I should've added 'lately' in the title. It seems like its misleading to TW's customer service. Sorry about that.

[tenniskid3119]

I've never had to deal with the customer service. cause everything was perfect when I recieved it

[PROTENNIS63]

Customer service from TW is exceptionally well.

[hjminard]

I've been extremely happy. Had a problem with one demo (wrong racquet sent) and they made up for it by sending another demo order for free. Can't ask for a better response than that.

[Safina]

TW is usually great.

However, I do think they are having some problems internally that they don't really want to divulge.
My observations...

They haven't responded at ALL to an email I sent asking for price match, more than 72 hours.

They are very backed up in crediting accounts for return items.

The Classified section is updated less frequently lately.


Must be all the pressure from producing VLOGs!!!!! j/k

All that being said, I know TW is the best, they've proved it. And I think they try very hard
to keep being the best.

[TW Staff]

Originally Posted by Safina

However, I do think they are having some problems internally that they don't really want to divulge.

I'm not sure where you're pulling your information from, but we certainly don't appreciate the unfounded speculations. I can tell you that there are no "problems internally that we don't really want to divulge."

Originally Posted by Safina

They haven't responded at ALL to an email I sent asking for price match, more than 72 hours.

Not sure what happened or whom you emailed. I spoke with our online department and they assured me all emails are responded to within 24 hours, most times within the same day. Also, if you call with a price match, we can handle it on the spot.

Originally Posted by Safina

They are very backed up in crediting accounts for return items.

Explained in another thread, the US Open is a very busy time for us, hence a couple weeks afterward, we tend to get more returns and can be backed up. This is not uncommon and happens from time to time.

Originally Posted by Safina

The Classified section is updated less frequently lately.

I certainly beg to differ. I personally update the classifieds every SINGLE morning, excluding Saturdays, which is handled by another admin. If you don't see your classified ad, it's most likely because it was deleted due to not following the selling guidelines. In reality, it's actually updated MORE frequently than in the past.

Spencer, TW.