Bought a brand new Aero Storm GT from TW but got a used one instead

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renaissance_buck

Rookie
I ordered an Babolat Aero Storm Tour GT last weekend unstrung and today the package arrived. To my total surprise, when I opened the package, the racquet has no plastic wrap on the handle and in fact that the handle is dirty. Needless to say I am shocked and very disappointed.

I called their customer service right away and was told to send it back. However, I am wondering if this has ever happened to anyone else before.

Thanks,
 
R

renaissance_buck

Rookie
No, I am not. I have been a loyal customer at TW. Just bought a brand new stringer and ball machine from them.

Like I said, I cannot believe this can happen. I go the package today and I am sending it back tomorrow.

The racquet itself is unstrung as I don't see any marks on the grommets. The only thing is the plastic wrap is not there and the grip is dirty.

It is not right that when someone else is upset over this and you sir accuse me being a scammer.

It is just 185 dollars, I make enough money to buy them.
 
HiroProtagonist

HiroProtagonist

Professional
Not worth posting:neutral:

TW made a mistake(by your unverifiable account) and will refund you or send the correct racquet-big deal, we all make mistakes.

TW's history of excellence speaks for itself.
 
S

Steve Huff

G.O.A.T.
Don't worry. I'm sure whoever sent it (they probably have a way of verifying who did the packing) will probably get their *** rung out for not inspecting the racket before it was sent.
 
R

renaissance_buck

Rookie
Their service has been excellent, that is why I am so surprised of this happen to me. I am just curious if this has ever happened to other people. Is it not OK ask on this board?
 
meowmix

meowmix

Hall of Fame
Your question was a perfectly legitimate one- however, given that this is a TW board, and most of us have given TW our business (or at least a good portion of it), we're fairly loyal to TW. Thus, you'll find that a lot of posters are a little bit negative towards the subject.
 
I

IwishIwasbetter

Rookie
Yep, this has happened to me with TW. Ordered a blx 6.1 95 in a 1/8 grip for some reason there was no plastic on teh handle but the racket was new.
 
SirGounder

SirGounder

Hall of Fame
Bought quite a few racquets from them and this has not happened. It would have been nice of them to send me a new racquet after I ordered a used one though.
 
P

parasailing

Legend
I can vouch for Renaissance_buck as a straight and honest person whom I have bought and traded with on numerous occasions and think a few people here on these boards jump to conclusions about someone else in a negative way without giving them the benefit of the doubt. He is just trying to alert others about a possible issue.

This could be a mistake by TW which I am sure TW will exchange or refund him his money or a bigger issue that TW needs to know about in their shipping or packing department.
 
UCSF2012

UCSF2012

Hall of Fame
Hola bird did that to me, and they're unwilling to give me a return. Completely ignored my email request. They were the only one to carry this particular racket, which is why I bought it from them. Consider yourself lucky TW is decent.
 
UCSF2012

UCSF2012

Hall of Fame
...and I videotape myself opening all packages. That's proof that I'm not lying to customer service when crap happens.
 
C

courtking

Semi-Pro
IwishIwasbetter said:
Yep, this has happened to me with TW. Ordered a blx 6.1 95 in a 1/8 grip for some reason there was no plastic on teh handle but the racket was new.
Click to expand...

The BLX 6.1 95 line has a weird plastic over the grip.. it's not fully seal and easy to fall off.. I once got it brand new for a friend and then he said I bought a fake racket b/c of the plastic grip.. I said it comes like that from an authorize Wilson dealer.. I eventually take the racket back and use it.. It's a good learning lesson for me too learn too..
 
H

hunter121

Banned
Bought quite a few racquets from them and this has not happened.
10.jpg
 
BC1

BC1

Professional
No one, or no company, is ever mistake free. I and probably 95% of TW customers would stand behind TWs excellent and professional reputation. If they made an error, they will correct it. Also they ship out thousands of orders in a weeks time so an occassional mishap is bound to happen and I'm sure never intentional.
 
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renaissance_buck

Rookie
I don't understand why some of people on this board is so cynic. I am not trying to flame and scam or anything like that. Just curious if this has happened to other people. Clearly it has.

I have shipped the racquet back to TW this morning. As I have stated before, I have been and will be a loyal customer at TW as long as they do things right. I certainly hope they will in my case.
 
Arthuro

Arthuro

Semi-Pro
Confused....

Now I am really confused. This poster has just conveyed to us what happened when he bought a racquet for TW. He has demonstrated what I take to be a possible and seemingly true account of the situation, and most posters have taken it to be a true account, yet he is ridiculed and insulted for conveying this "true" scenerio.

It doesn't matter if someone orders a hundred racquets from TW; it doesn't change the case in question namely, THIS individual was given the wrong racquet. While it also may be true that this type of thing may or may not happen given the size of TW as a company, it doesn't change that when this thing does happen it is a grave error and reflects on the service on the company.

Now if this forum is full of so many fan-boys and fan-girls that they cannot have empathy with a customer over an international corporation because that corporation happens to let you write on a forum, which is probably directly related to its recruitment of customers then I suggest we seriously rethink our dogmatic allegiances to this site.

I am sorry this happened to the OP and hope TW given its history of service makes you whole, and please ignore people who criticize you for conveying your situation.
 
R

renaissance_buck

Rookie
Thanks you Arthuro for offering a reasonable voice. I am already frustrated for waiting anxiously for my brand new racquet to arrive and only to see it not being "brand new". To then get accused for all kinds of things is not something I appreciate. It is disappointing to say the least.
 
BC1

BC1

Professional
BC1 said:
No one, or no company, is ever mistake free. I and probably 95% of TW customers would stand behind TWs excellent and professional reputation. If they made an error, they will correct it. Also they ship out thousands of orders in a weeks time so an occassional mishap is bound to happen and I'm sure never intentional.
Click to expand...

In my statement I wasn't critizing the OP. I do understand his disappointment. I know I would be dissapointed as well - there are few things more exciting then opening up what you expect to be a brand new racquet. I was simply just pointing out the fact that if TW made a mistake they will correct it and have an excellent reputation for doing so.
 
C

cnr1guy

Banned
Just because a company like TW generally is error free and provides good customer experience it doesn't excuse their lack of focus and oversights. The TW apologists crack me up. If someone receives the wrong item and then has it corrected the customer still received poor customer service due to their experience.
 
E

El Diablo

Guest
The thread just has a "hey there's a finger in my Wendy's chili" quality. What's more likely -- somebody tries to scam a new racquet from a retailer, or a retailer with a pristine "L.L Bean" reputation tries to pass off a filthy racquet as new??
 
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renaissance_buck

Rookie
El Diablo said:
The thread just has a "hey there's a finger in my Wendy's chili" quality. What's more likely -- somebody tries to scam a new racquet from a retailer, or a retailer with a pristine "L.L Bean" reputation tries to pass off a filthy racquet as new??
Click to expand...

Whatever, I never said that it is a filthy racquet. Read it first before you post. I have stated that this racquet has never been strung as there are no marks in the grommets. Only the handle has no plastic wraps and is dirty.
 
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renaissance_buck

Rookie
Just like to let everyone know that after TW received my return on Wed, they gave me my money back with no issues.

While I was not happy that I had to send the racquet back, I am satisfied that they did the right thing and gave me my money back. I can say that I will continue to shop at TW in the future.
 
R

renaissance_buck

Rookie
Steve Huff said:
Just curious, but why didn't they just send you another racket?
Click to expand...
I guess I was so upset about getting what I got that I didn't want to buy another racquet from them again. But all is well now, I accept that this was a mishap at their shipping/packing department and they took care of it for me. TW will still be my shopping destination for my tennis gears.
 
Winners or Errors

Winners or Errors

Legend
Well, TW has a very liberal return policy, and it's not surprising to me at all. I did have a similar experience, with a pair of shoes I'd ordered, but a simple phone call had new shoes coming my way before my return even left my house, and they were certainly more careful with the selection of the replacement pair.

Every company selling something has such things happen. TW's response to their own mistakes is exemplary, and it has earned them my business for years to come. I know exactly what to expect if they screw up an order; they will fix it.
 
E

El Diablo

Guest
An example of a company that seems NOT to be very responsive is the online tennis retrailer in Texas. I've alerted them a couple of times over a period of weeks that the video review they have on the page for the 03 White racquet is actually the review for the Speedport White. So far they've done nothing to correct it.
 
P

Praetorian

Professional
renaissance_buck said:
Just like to let everyone know that after TW received my return on Wed, they gave me my money back with no issues.

While I was not happy that I had to send the racquet back, I am satisfied that they did the right thing and gave me my money back. I can say that I will continue to shop at TW in the future.
Click to expand...

I'm curious, as to what kind of resolution that you wanted from this?
 
T

Tar Heel Tennis

Professional
renaissance_buck said:
Whatever, I never said that it is a filthy racquet. Read it first before you post. I have stated that this racquet has never been strung as there are no marks in the grommets. Only the handle has no plastic wraps and is dirty.
Click to expand...



So...

1) you ordered a new racket.
2) you received a new racket, although one without the plastic wrap on the grip.
3) you are incredibly disappointed because the grip is dirty, and feel you have been taken advantage of.
4) TW accepted your racket return and refunded your payment.

Seems like you should start a thread complimenting TW irt it's customer service. :confused:
 
N

NLBwell

Legend
I've had TW make 2 mistakes in shipping things to me. One was sending me a wrong string in a packet that had been opened (packet was right, string was wrong) and one was sending me two sets of Hurricane Tour that I didn't order (and didn't charge me for). So, you see errors work both ways.
They replaced the erroneous string, and I sent back the extra strings.
 
MayDay

MayDay

Semi-Pro
IwishIwasbetter said:
Yep, this has happened to me with TW. Ordered a blx 6.1 95 in a 1/8 grip for some reason there was no plastic on teh handle but the racket was new.
Click to expand...

Same with my order of the most recent re-issued PS85 (L3). The racket was new, but there was no plastic on the handle.
 
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