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

[Richie Rich]

Originally Posted by TheShaun

as a plus, if you order the elixir 2 from the US you get the US colour way. I have orange and white ones. the new issue are full yellow maybe a little too flashy for my slow running, but i think they look cool.

mine are the bright yellow. only problem with the colour is that people expect you to be fast when you wear shoes that bright - and i am not fast

[tennismaster888]

TW service is great!! my demos had been delayed for a while and i talked to jason and he split my order in two for free (so that the available rackets could ship) and he even was able to change one of the rackets i decided i didn't want anymore . i love tw

[bluetrain4]

TW customer service has been incredible for me.

I've ordered a ton of stuff - racquets, clothing, shoes, overgrips, strings, lead tape. It's always on time, and the order is always correct.

I ordered a Prince Speedport Black, but then realized that I didn't want it. Before hitting with it, I called and asked if I could return it, even though they had strung it. The said it was no problem and once they received the racquet, my credit card was credited in a couple of days.

I know a few people who have had minor problems, but TW always seems willing to correct the problem, and with a good attitude.

[ichugtea]

I have to say that the customer service at Tenniswarehouse is so far the best I have even experienced, either online or at actual stores. It is more amazing that they can maintain such great service after they get more and more business. Usually, that is not the case for a lot of companies.

Thank you TW and keep up the good work.

[In)SpiRe]

TW customer service is great. I havent had any problems. Keep up the good work TW!!!~

[steebo]

I think they send subliminal messages making me spend too much money on their site, other than that, I think they are great.

[sargeinaz]

They returned my shoes with no hassle and exchanged them as well. Nothing but good things to say here.
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Suzuki dr-z400 history

[Chauvalito]

I have never had a problem.

I have had minor issues which have been taken care of quickly.

[jorel]

i think the problems are an anomaly rather than the standard. I think the perceived decrease in customer service comes from the fact that over the past few years, TW has exploded (I still remember a simpler time when there were no vlogs, no video, no pro player/stringer feedback and equipment, no TW exclusive offering especially reserved for pro players only)

TW has become a major player in the tennis retail industry (i would say number one by far) and for some reason, has become the apple in the eye of most pros and manufacturers (i dont know who they are sleeping with to obtain this status)

But with this explosion of business, lets put it this way. with the increase of people buying from them, more mistakes will crop up based on volume alone .
if they get things 99% correct back in 2000 and get things 99.5% correct in 2007

and back in 2000 they only had 100 customers, (they would have made 1 mistake)

but in 2007, with a 99.5% rating and lets say 1000 customers (they would have made 5 mistakes)

it looks like they made more mistakes but there rating is even better than back in 2000 (for example)

more people look like they are complaining but that doesnt necessarily reflect that TW service is going downhill

if anything, the offerings have been of more quality and rarity (Bosworth)

[coolblue123]

TW customer service is awesome! I had some questions about some Yonex strings once and returned the strings. I got a call from TW rep helping me to find the right strings! For one of the biggest retailers for tennis products, they do an excellent job in helping customers get what they want.

[ShooterMcMarco]

I've ordered from TW probably over 20 times and I've never had a problem with an order or a representative.

[equinox]

TW has very good customer service.

I've had no major problems and any minor ordering mistakes were quickly fixed.

I'm very happy doing business with TW.


Spencer,

Can you us a bit more insight into how you keep such decent staff?

What incentives and training do you have in place for staff?

What process do you use to follow up on performances and customer satisfaction?

Thanks.

[fishuuuuu]

They have decent CSRs ... they just can't ever spell my name right over the phone ...

[BreakPoint]

Originally Posted by fishuuuuu

They have decent CSRs ... they just can't ever spell my name right over the phone ...

You mean they keep spelling your name with only four "u's" instead of five? LOL