Don't Buy Direct from Wilson

R

Robert F

Hall of Fame
I"ve been a long time Wilson consumer. Been playing with a Blade for years and prior to that the old 6.1.
Have been loving the Rush line of shoes.
In addition, their clothing line has really upped its game with a lot of good quality products and designs whereas the other big brands have given up.

Unfortunately, Wilson has a 30 day return policy.
What type of internet business does that?
I ordered some shirts and was out of town. Finally got to use one and realized the size was too big, I was going to return the other one that I had not worn, but oh 30 days has expired.

If a company is going to have an online store you have to allow returns beyond 30 days.
I'll continue to be a customer but probably through other sellers of their products.
 
Come on, this one's on you. 30 days is plenty of time to put on a shirt and ask for another size. It is a standard window for returns. If you know you're going away for a long time and don't know the sizes, wait until you can try it on or you're actually at your home.
 
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It really wasn't figuring out the shirt. It was busy with work, kid schedules and vacation. When you get old like me 30 days goes by fast.

A brand that stands by its quality and reputation usually accepts returns anytime as long as goods are in good/unused condition.
 
Robert F said:
It really wasn't figuring out the shirt. It was busy with work, kid schedules and vacation. When you get old like me 30 days goes by fast.

A brand that stands by its quality and reputation usually accepts returns anytime as long as goods are in good/unused condition.
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I get it, I have a busy schedule too but 30 days is plenty of time, you could wish for a better service but I don't really see anything wrong with them sticking to their policies.
 
Certainly they can stick to their policies. Just disappointing from what I consider a quality brand. And blame is totally on me, but when you are forking out a bunch of moola I expect a certain level of quality and service.
 
I understand how busy it is to have a family and other things going on. I've definitely had to eat some purchases because I simply forgot about them during the return window.

With that said, Wilson does have a pretty easy warranty process. I've had two buttcaps break off racquets - one sold from them and the other from an online retailer. I received full retail credit for both.
 
superjon027 said:
I understand how busy it is to have a family and other things going on. I've definitely had to eat some purchases because I simply forgot about them during the return window.

With that said, Wilson does have a pretty easy warranty process. I've had two buttcaps break off racquets - one sold from them and the other from an online retailer. I received full retail credit for both.
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What did you have to submit in terms of proof of the buttcap breaking off? My pro staff x has this creaking sound towards the buttcap and feels like it’s coming off.
 
FedIsBetterer said:
What did you have to submit in terms of proof of the buttcap breaking off? My pro staff x has this creaking sound towards the buttcap and feels like it’s coming off.
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I just took photos of where the buttcap cracked off the pallet. It was pretty clear the staples didn't actually pierce the hairpin, so kinda inevitable.

I was experiencing creaking sounds leading up to the break. If I was you, I would re-staple it or remove the original grip and see if there's any visible damage.

FYI - they did not require me to send the racquets back.
 
I ordered some shirts, shorts, caps and shoes from Wilson. I was too busy to try them on and I’m complaining about their lack of customer service because they didn’t send someone over to my house to put the clothes on my body. That’s the least they could do since I purchased their products.
 
You guys in the US are spoiled! in Europe (at least where I live) is generally 14 days return policy for online shopping (Wilson is no exeption) and no return if you buy in the store (wilson is no exeption)
 
i mean I’ve read many times Wilson’s direct customer service is poor on all fronts.
I’d probably not buy directly from them - maybe go somewhere else with 60-90 day return policy.
 
FedIsBetterer said:
What did you have to submit in terms of proof of the buttcap breaking off? My pro staff x has this creaking sound towards the buttcap and feels like it’s coming off.
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So weird, never had this happen, but today it happened. But cap broke off but the pallet cracked so the flaired buttcap has falled pieces still stapled to it.
I've had the racquet for at least 5 years. Never had that occur before. Any clear causes?
 
I just think 30 days is on the short end.
What if I buy someone a gift for wilson? What if the person wants to return it? I have to time ordering the product right with the gift occasion?

Quality businesses offer quality services and I think in many ways Wilson has been a quality business. Think it is a little customer unfriendly to have a 30 day return policy.
In fairness, they are clear about their policy.

I've returned several items to tennis warehouse without issue. I just value good customer serve and quality products.
 
You guys are tough.
I haven't taken on a full Karen persona...yet
I will continue to buy Wilson products. I like their stuff and was just sharing my frustration with a 30 day return policy.
I think an online store having a 30 day return policy is on the short end. It's no horrible, but to me I'd rather buy from a vendor that supports the customer.
 
If you owned a business and I returned a product of yours 5 years later and it's all yellowed from age and no one would pay more than $2 for it because it's so old and better stuff has come out, would you return my $50 even if I never used it?
 
jimmy8 said:
If you owned a business and I returned a product of yours 5 years later and it's all yellowed from age and no one would pay more than $2 for it because it's so old and better stuff has come out, would you return my $50 even if I never used it?
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So I prefer a policy somewhere greater than 30 days and less than 5 years.
You could also argue based on your hypothetical that is now damaged since it wasn't properly cared for and cannot be returned.

Hey, if I cut off the tags, played in it once, I would never consider returning it--like the shirt I used on court that led me to realize in play situation it was too big.
Also, I'm not giving Wilson some BS that it was damaged and trying to get a warranty return. Because it's perfectly fine outside of size for me. It is completely on me, just wish they had a customer friendly return policy.
30 days ain't the worst, but it is not customer supportive especially for the cost of their clothing.

What warranted me wanting to return was after wearing another shirt, when I tried it on it seemed fine, but when I played in it just felt too big and got in the way.
I'm not trying to return the shirt I wore, just a similar one in size and style that clearly won't work for me on court.
Sorry, I don't have immediate access to a postal service to send back, or a schedule that allows me to jump to it right away.
 
@mazon.com and most sellers on Amazon.com offer returns for items within 30 days of receipt of shipment.

The standard return policy on ³bay is 30 days.
 
Also in fairness to Wilson, it does look like a lot of retail vendors are being more restrictive with return policies. I think around Xmas I remember a lot of stores say 60-90 day returns.
I'm also a compromiser, to me it would be fair to guarantee a full refund somewhere between 30-90 days and after that partial credit based on sales offered since the original purchase price.
 
Don’t buy clothes online or make sure if you do the size is up to par. But you should always check it within the first day or so.
Before making any purchases I always look at warranties and return policies. Clothing , shoes, electronics - lemons exist. Customer service is key.
 
Rodd4LSU said:
How long would it take you to try on a shirt, 10 minutes? There ~ 43,000 minutes in a month...
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Clearly there is a big part of this is on me. I just think a quality, high label brand would be more supportive of its customers.
Obviously, trying on the shirt was easy, and I did try it on along with 2 others the day I got it.
Fit seemed pretty good. But when I finally tried one of the shirts out on the court about 3 weeks later it felt a little too baggy. I didn't wear these right away on court for practice and hitting since they were "fancy." Of the 3 shirts, 2 of them I already cut of the tags so had no expectation to return them.
The third still had tags on and was not worn, so I'd figure I'd return it, but I missed the 30 day window and that is my fault.
 
I placed an online order for groceries to be delivered. Never again. The customer service from the market I ordered from was incredibly poor. I was disgusted that the individual delivering my groceries didn’t wash the vegetables and fruits. Additionally, the delivery person didn’t cook for me either. This lack of customer service is unacceptable.
 
mad dog1 said:
I placed an online order for groceries to be delivered. Never again. The customer service from the market I ordered from was incredibly poor. I was disgusted that the individual delivering my groceries didn’t wash the vegetables and fruits. Additionally, the delivery person didn’t cook for me either. This lack of customer service is unacceptable.
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This clearly isn't the expectation of food delivery.
My expecation of a high end clothing brand is to be supportive of returns. 30 days isn't great, it isn't bad. If you want to be a high end label you accept returns.
Maybe I'm wrong to think of the new Wilson lines to be high end. To me they are made of better quality and better style then the big 2 in tennis that don't really seem interested in tennis anymore.
 
Do you live in the US? Where do you shop that gives you more than 30 days to return an item? B/c this is by far the most common return policy, with some stores only allowing returns 14 days after purchase. Obviously there are exceptions, Nike and Z@ppos are two that come to mind, although Z@ppos is obviously a retailer.
 
I'm old and crusty but have had no issues returing things to Tennis Warehouse, Macy's, Dick's, J Crew and other retailers as long as I had the receipt.

It is odd that this thread gets a lot of traction. Guess the people are against me.
I capitulate. Long live Wilson!
 
Robert F said:
I'm old and crusty but have had no issues returing things to Tennis Warehouse, Macy's, Dick's, J Crew and other retailers as long as I had the receipt.

It is odd that this thread gets a lot of traction. Guess the people are against me.
I capitulate. Long live Wilson!
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IME purchasing and returning from Wilson has been seamless. They get the items out the door quick and returns are free (a lot of retailers now charge or make you take care of shipping) and process quickly. Their website is pretty bad (often times does not load and requires you to clear cookies and cache) and email replies are extremely slow, but the purchase experience has always been great.
 
jlouie said:
IME purchasing and returning from Wilson has been seamless. They get the items out the door quick and returns are free (a lot of retailers now charge or make you take care of shipping) and process quickly. Their website is pretty bad (often times does not load and requires you to clear cookies and cache) and email replies are extremely slow, but the purchase experience has always been great.
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Agree more and more places charging for returns. And agree products gets to me quickly without issue. If only they had a longer return polcy...
 
Oddly, the shirt was a little too big even after a vacation.
I'm short, but stocky in the shoulders. So usually large shirts fit my shoulders well but sometimes the length gets skirty.
When I go medium, it's too tight in the shoulder and arms.
The wilson t-shirts in a large are even a little tight in the shoulders but perfect in length
Some of the polos in large are great in the shoulders and length, but this one model was just too long.

Maybe if I gained some girth in my gut it would pull the shirt up.
 
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On another note, had them ship some shoes to me with a shirt. Shirt came, shoes did not.
Reported the issue and they promptly issued a refund after investigating the issue. Well done.
 
Robert F said:
On another note, had them ship some shoes to me with a shirt. Shirt came, shoes did not.
Reported the issue and they promptly issued a refund after investigating the issue. Well done.
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I hope you try on the shirt before the 30 days return policy this time around .That is unless you want to b* tch about it again.
 
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