Had a little spat at the local pro shop after a string job

[kevin qmto]

I won't say the store name, but I had a little irksome moment today. I stop by to see about getting a racket strung, same day. It's 3:45pm and they close at 5pm. The kid (maybe 20ish years old) was just sitting watching a replay of the Tokyo semi final. There are 3 stringing machines at this store, and nothing was being strung when I walked in. I asked if he could string it now, and made sure to ask if it was ok, and that I wasn't butting in front of anyone else who might want their racket done before closing. He said it was fine, and I sat in a chair for the next 25-30 mins. Cut to him saying my racket is done, and I go to pay. And the bill is about $15 higher than I expected. And that's when I see on their little ipad checkout screen he filed this job under "rush labor."

And my jaw clenches slightly. In my mind, rush labor has the following definition: Rush labor means "I want this done immediately, even if there's other drop offs or you got 5 rackets to string, you do mine now..."

I ask why he's charged me for rush labor, and he responds: "you wanted it done right now, and its getting near closing time and yeah..." I turn my head to look at the analog clock in the store, it's only 4:25.... They close at 5pm... I respond: "Near close? It's 4:25! You guys close at 5pm, near close would be like 4:50. Hell, you still have enough time to string another racket. Plus, I specifically asked when I walked in, if there were any rackets you needed to do, to make sure I wasn't butting in front of anyone and might incur such a fee."
He's getting a little annoyed sounding, responds with somethign like "Sorry man, if you want a racket done right now, that's rush labor." And I reply I've had dozens of rackets strung at this exact store, and never pay for rush labor, so long as whoever's stringing wasn't already stringing something, or was busy with a customer, and I don't appreciate this obvious nickel and diming when he was just sitting on his butt when I walked in.
Finally I just shake my head and pay, grab my racket and walk out, he gives a forced "have a good one." and I give a "yeah, whatever" back.

 

[vokazu]

Give them 1 star review on Google.

I used to get my racquet strung at a local pro shop too. They are very lazy and if I'm lucky I can pick the finished racquet the next day.

Thank goodness I'm able to get my own stringing machine and now I don't have to go to that shop just to get my racquet strung.

 

[powerrangers]

I always thought rush job meant walk in and customer waits around meaning they want it asap - you want to sit and wait around. Normally the stringer should ask when you want it ready by.

 

[vokazu]

In Thailand I got my racquet strung for about $2.75 and it's ready in less than 1 hour.

 

[Bill Lobsalot]

I think the rush fee is reasonable, but he should have been clear that you would be charged for it.

 

[PRS]

I agree with Bill. While I don't charge rush fees at all, I think asking if he can "string it now" would consider it a rush job if they have that charge. They definitely should have been clear about that ahead of time, and when you complained probably just dropped that and advised you that next time if you ask for them to "string it now" that there would be a rush charge (even if they aren't stringing anything else at the moment), so I would say they are lacking in customer service, but I still understand it being considered a rush job.

 

[PMF]

You could talk to the manager, and explain that you were not told “customer waiting” meant a different rate.

 

[esgee48]

I don't do 1 hour turnarounds. If any of my clients asked for a rush job, I will direct them to a business, which will charge them double what I would charge. Most pro shops in my area charge $25 more for the 'please do it now' rush job. That is whether or not there is anyone else's frame in the queue. I am siding with the shop. Maybe you could have asked explicitly, but you could have asked what would it cost up front.

 

[Happi]

I would just write it off, not worth spend any time on. You have learned something and will for sure ask next time.

I just had the same experience when calling a Plummer to fix a water leaking pipe. He charged me 200% extra for a rush job, and that was actually a lot. I have learned my lesson now the expensive way, consider your self lucky it was just a string job.

 

[LOBALOT]

The pro shop near me charges $50 on top of their labor for same day stringing (Not 1 hour but the same day). For adults, I sorta get it as they should plan ahead and have nothing really driving a deadline other than they are in the store and don't want to have to drive back for their racquet.

For tournament kids in the middle of an event they need their racquet back before their next match so to impose that fee is harsh. Their parents are already forking over a ton of money for lessons, entry fees, travel, hotels, meals, etc. so I do my best especially for the kids to to help them out.

In any event, because of that fee I am stringing a lot more racquets than I have been for others in my area.

 

[ollinger]

I think the rush fee is reasonable, but he should have been clear that you would be charged for it.

Agree; every pro shop I've been to charges an extra fee for same day stringing. Walking in about an hour before closing and expecting it to be done same day is obnoxious.

 

[travlerajm]

I won't say the store name, but I had a little irksome moment today. I stop by to see about getting a racket strung, same day. It's 3:45pm and they close at 5pm. The kid (maybe 20ish years old) was just sitting watching a replay of the Tokyo semi final. There are 3 stringing machines at this store, and nothing was being strung when I walked in. I asked if he could string it now, and made sure to ask if it was ok, and that I wasn't butting in front of anyone else who might want their racket done before closing. He said it was fine, and I sat in a chair for the next 25-30 mins. Cut to him saying my racket is done, and I go to pay. And the bill is about $15 higher than I expected. And that's when I see on their little ipad checkout screen he filed this job under "rush labor."

And my jaw clenches slightly. In my mind, rush labor has the following definition: Rush labor means "I want this done immediately, even if there's other drop offs or you got 5 rackets to string, you do mine now..."

I ask why he's charged me for rush labor, and he responds: "you wanted it done right now, and its getting near closing time and yeah..." I turn my head to look at the analog clock in the store, it's only 4:25.... They close at 5pm... I respond: "Near close? It's 4:25! You guys close at 5pm, near close would be like 4:50. Hell, you still have enough time to string another racket. Plus, I specifically asked when I walked in, if there were any rackets you needed to do, to make sure I wasn't butting in front of anyone and might incur such a fee."
He's getting a little annoyed sounding, responds with somethign like "Sorry man, if you want a racket done right now, that's rush labor." And I reply I've had dozens of rackets strung at this exact store, and never pay for rush labor, so long as whoever's stringing wasn't already stringing something, or was busy with a customer, and I don't appreciate this obvious nickel and diming when he was just sitting on his butt when I walked in.
Finally I just shake my head and pay, grab my racket and walk out, he gives a forced "have a good one." and I give a "yeah, whatever" back.

It’s hard to find good labor post pandemic.

 

[travlerajm]

I string my own when I’m home, but when I was living in Paraguay early we in the year, I used the pro shop.

They usually finished my job within 2-3 h of bringing it in, and if I needed it faster, they would let me jump the queue without up charge. Fee was $5.

 

[eah123]

Imagine what might happen if everyone hears that they can get a String job done in 1 hour if they stop by 1 hour before the store closes with no extra charge.

Sure, good customer service would be to warn you about the charge. But I’m sure it’s written somewhere on their store “policies”. Did you ask how much it would cost before they agreed to do it? I would say you have some responsibility, too.

 

[Crozzer95]

If any of my clients want their rackets done within the hour I offer them my "while you wait" service. Which is an extra £5. Most people pay it and wait but I do make sur they know before they drop off.

 

[LOBALOT]

If any of my clients want their rackets done within the hour I offer them my "while you wait" service. Which is an extra £5. Most people pay it and wait but I do make sur they know before they drop off.

For me that would cover the pop/beer and chips I offer them while they watch me string!!!

I really don't mind some dad hanging out for their kids racquet. It gives me someone to chat with while I string.

 

[Chairman3]

If you like the store, call back when a manager or owner is there. (Assuming it's locally owned) otherwise, if you frequent that shop, go back when someone you know is working and chat them up about it.
A way to backdoor into being right is first ask their policy for charging that extra fee, and if they say it is only when they are busy or near closing, then ask for a refund.

Does seem like they could've warned you ahead of time as, I agree, seems like they weren't busy.

 

[jim e]

You should just learn to string your own racquets. Then when others find out, and a player comes to you and wants you to string it on the spot, you will have a different perspective.

 

[evermilion]

You got your racquet strung up within an hour on a Sunday evening when this "kid" needed to close the store...

I used to think that labor costs are insane, but after stringing my own racquet for the past 10 years, I have no chill for people that want quality stringing job for quick and cheap. Sorry.

 

[onehandbh]

A few months ago I brought my racquet to this stringer who strings at home. Told him I needed my racquet within 35 minutes because I was about to go play. He said he could do it.

The guy accidentally weaved one of the first two crosses incorrectly and had to restart the crosses. Almost made me late for my tennis!

What incompetence!!!! I was about to complain and ask for a refund, but then I suddenly remembered...













The stringer was me and labor was free.

 

[kabrac]

I get where the guy is coming from but......he knows how to string a racquet, has the machine, has the string, and you dont. And especially you interrupted my alone time and want to sit in the store and watch me work, hell yeah imma charge your ass. That's like watching someone eat. It's perverse! And the fact you had enough time to sit there and wait, nothing else to do, making him uncomfortable, HELL YEAH, IMMA CHARGE YO ASS! THANKS FOR YO MONEY, NOW GTFO!

Prolly tried to talk to him like, " so, waddua wanna do with your life son?"...."you in college?"

Maybe he likes it there. Idda been, "GIVE ME YO MF MONEY AND GET THE F*CK OUT MY STORE!" "PULLIN UP AT CLOSIN TIME ON THE WEEKEND, SHEEEEEEET" "NOTHIN ELSE BETTER TA DO ON A WEEKEND!" "MAN F*CK YO ****!"

Better be glad he didn't rush and do a sh***y job. Or buy a machine and learn how to string.

It ain't the ER my guy. Get some f*ckin patience and wait. But idda made it clear you ain't waitin in my store.

 

[jimmy8]

There might have been 20 rackets in front of you in line and he was just taking a short break from stringing when you walked in. None of those 20 rackets needed stringing before closing that day, but they were in line before you. If you dropped off, left, came back in 48 hours, then you would have paid no rush labor fee.

To expect a tennis shop with 3 stringing machines to not have a line and not have laborers ever take any breaks is not only ridiculous, it's stupid, and possibly cruel. Have you ever strung multiple rackets in one day? It's tiring and your fingers get sore. At the end of the day, stringers are tired, standing all day, weaving strings. A break is needed at the end of the day after all that work. If you think it's easy, try it.

 

[aussie]

Is it just me but doesn't everyone requesting some kind of job or work from a service institution check the price they're going to be charged? Seriously, how often do you engage a business to do some work for you and not check the expected cost or get a quote? I think you've learnt a valuable life lesson moving forward.

 

[legcramp]

I had a similar situation but it was a flat tire with a nail in it that needed to be fixed and there was only one shop that could patch it on a Sunday evening, I took my car in about an hour before they closed for the day. They charged $20 and the guy doing all the labor took care of me, showed me the nail, and inflated all my tires while he was at it. Gave $20 to the owner at the register and tipped the guy doing the labor another $20 for doing such a good job.

You should ask for the $15 refund but give the $15 directly to the stringer kid as a tip for getting you in and out quickly imo

 

[KungfuTennis]

Interesting stuff, my shop in China always strings on the spot, unless specifically not required or the customer wants to pick it up another day. Almost everyone here expects fast turnaround.

 

[abltburger]

I'm genuinely a little shocked at some of the responses here and the level of entitlement I'm seeing here.

You went in before close, and not only were they courteous enough to take your racket, but you skipped the line of other rackets they had as a new customer and they did it for you within the hour?

That's genuinely incredible customer service. I don't think most independent shops even have this service. Some private clubs do for their members, but the volume at most independent shops are so high I'm shocked that service even exists.

By your own definition: "Rush labor means "I want this done immediately, even if there's other drop offs or you got 5 rackets to string, you do mine now..."

How are you not self aware enough to realize that's exactly what you did? You skipped a line of people who probably had to wait several days to a week to get their racket strung to get it done immediately. I haven't heard of a tennis store or a club that is so idle they don't have a queue of rackets to string. If that was the case they'd go out of business pretty quickly, as I don't own a tennis store but I imagine tennis apparel isn't a lucrative enough business on its own. Someone not stringing rackets at the end of the day after stringing rackets all day and being exhausted doesn't mean there isn't more work to do. There's administrative duties that come with running any store which is usually done at the end of the day.

If your jaw is clenching for someone charging you 15 dollars extra for labor for stringing on the spot, maybe you should learn to string rackets yourself. I'm actually shocked at the discourse in this thread for someone even being so accommodating for this. Things may be different in Paraguay or China where tennis is significantly less popular and stores aren't crowded with people playing tennis, but that sure isn't the case here.

And that doesn't apply to just tennis. Try and find a locksmith, a plumber, a moving company, any sort of service and ask them to do their work the same day. Most will say no, and the ones that will accommodate I am sure sure will have an upcharge.

While you're out there clenching your jaw at people being accommodating to you for some reason, what is it that you do where you're always available to do work for anyone at any time?

 

[Brian11785]

Just because there were no other racquets that had to be finished that day doesn't mean there weren't many other racquets that were dropped off long before yours that are now being strung after yours. You're effectively cutting in line....that's what a rush fee is.

In an ideal scenario, the guy should have warned you about the fee, but I believe they're justified in charging it. And $15 isn't exorbitant.

 

[ey039524]

I agree that you should've paid the rush fee. The stringer should've told you up front, though. Then you could've decided if it was worth it or not.

 

[stapletonj]

I get where the guy is coming from but......he knows how to string a racquet, has the machine, has the string, and you dont. And especially you interrupted my alone time and want to sit in the store and watch me work, hell yeah imma charge your ass. That's like watching someone eat. It's perverse! And the fact you had enough time to sit there and wait, nothing else to do, making him uncomfortable, HELL YEAH, IMMA CHARGE YO ASS! THANKS FOR YO MONEY, NOW GTFO!

Prolly tried to talk to him like, " so, waddua wanna do with your life son?"...."you in college?"

Maybe he likes it there. Idda been, "GIVE ME YO MF MONEY AND GET THE F*CK OUT MY STORE!" "PULLIN UP AT CLOSIN TIME ON THE WEEKEND, SHEEEEEEET" "NOTHIN ELSE BETTER TA DO ON A WEEKEND!" "MAN F*CK YO ****!"

Better be glad he didn't rush and do a sh***y job. Or buy a machine and learn how to string.

It ain't the ER my guy. Get some f*ckin patience and wait. But idda made it clear you ain't waitin in my store.

sarcasm filter on I hope.

 

[kabrac]

sarcasm filter on I hope.

Nope. Literally.

 

[Hawks9451]

Waiting customers are annoying in any industry. You both made it weird. I think the age thing is playing a big role.

Also, it's $11. Up to his discretion to charge it, and up to you to leave a bad review, dispute it in store, or not go back. I'm sure if you really made a thing of it he would've dropped the $11 and also would have never helped you again.

 

[EggSalad]

I won't say the store name, but I had a little irksome moment today. I stop by to see about getting a racket strung, same day. It's 3:45pm and they close at 5pm. The kid (maybe 20ish years old) was just sitting watching a replay of the Tokyo semi final. There are 3 stringing machines at this store, and nothing was being strung when I walked in. I asked if he could string it now, and made sure to ask if it was ok, and that I wasn't butting in front of anyone else who might want their racket done before closing. He said it was fine, and I sat in a chair for the next 25-30 mins. Cut to him saying my racket is done, and I go to pay. And the bill is about $15 higher than I expected. And that's when I see on their little ipad checkout screen he filed this job under "rush labor."

And my jaw clenches slightly. In my mind, rush labor has the following definition: Rush labor means "I want this done immediately, even if there's other drop offs or you got 5 rackets to string, you do mine now..."

I ask why he's charged me for rush labor, and he responds: "you wanted it done right now, and its getting near closing time and yeah..." I turn my head to look at the analog clock in the store, it's only 4:25.... They close at 5pm... I respond: "Near close? It's 4:25! You guys close at 5pm, near close would be like 4:50. Hell, you still have enough time to string another racket. Plus, I specifically asked when I walked in, if there were any rackets you needed to do, to make sure I wasn't butting in front of anyone and might incur such a fee."
He's getting a little annoyed sounding, responds with somethign like "Sorry man, if you want a racket done right now, that's rush labor." And I reply I've had dozens of rackets strung at this exact store, and never pay for rush labor, so long as whoever's stringing wasn't already stringing something, or was busy with a customer, and I don't appreciate this obvious nickel and diming when he was just sitting on his butt when I walked in.
Finally I just shake my head and pay, grab my racket and walk out, he gives a forced "have a good one." and I give a "yeah, whatever" back.

I believe most shops will charge Rush labor for same day stringing that is requested by the customer. That seems to be an industry standard.

You’re lucky he didn’t tack on an obscurity up charge for whatever racquet you dropped off

 

[ZeroandOne]

Interesting stuff, my shop in China always strings on the spot, unless specifically not required or the customer wants to pick it up another day. Almost everyone here expects fast turnaround.

Same in Korea. Mentality is different I guess.

 

[travlerajm]

Same in Korea. Mentality is different I guess.

Was same in Paraguay. They assume that everyone wants it done fast (within a couple hours) so they don’t have to make a second trip.

 

[hypervox]

I guess I'm very lucky that where I stay the shop don't charge any stringing fee if you buy the string from them. And they will normally ask when u want it. Normally takes about 2 hours if its a Tuesday to Thursday but on Monday and Fridays you will have to wait longer

 

[Legend of Borg]

My local shop has a 24 hour waiting time so no express stringing but also no hidden fees, the guy is upfront about all the costs and tells me the price before I committ.

I think the employee in the OPs story is completely justified in charging a bit extra for the same day string job especially so near closing time. However imo it's not correct etiquette from him to not state the price before charging the extra amount.

If he did that then OP isn't happy about it, they can have that discussion before the job is completed money has to be exchanged, otherwise it's a potential tense and awkward situation.

 

[stapletonj]

I never understood the concept of "don't hang around in my retail store while I am doing something for you I am making a profit from".

Unless it is super crowded (and what tennis pro shop is?) you want the store to appear relatively busy to passers by.

More importantly, customers milling about the store for about 40 minutes are infinitely more likely to buy something else than those who come - drop off - come back to pick up and pay and rush out.
(Note that OP was not pestering and criticizing the stringer)

"Hmmmm, I've heard good things about those D#ad#m balls, $5?, what the heck, I'll try a can. Hmmmm, my feet have been hurting lately, and those Th&r-L& socks look really cushiony,
if $15 will make my feet stop hurting, it'll be worth it. I'll try a pair"

Given modern driving times and the price of gas, the 2 trip factor might even cost you a customer.

Now - your shop = your rules (put they should be prominently posted - NOBODY likes "Gotchas")

 

[dr325i]

October 22 = Sunday, within an hour of closing. All equipment is shut down for closing, and staff winding down for the Sunday evening... Probably all cleaned, shelfs restocked and they are running the clock and counting minutes to 5pm.
I am surprised they do any stringing on Sundays. Clubs around here rarely do and would definitely be an extra fee.
I do string my (and other people's) rackets and I always do same day job unless they insist they do not need the racket next few days...

The "kid (maybe 20ish years old)" was just doing what the owner told him to do...I would not get upset with the kid. But would talk to the owner the next day and reasonable thing would be for the owner to give the OP some credit on the next string job...
the "kid" is not getting extra $$ for that string job...

 

[WYK]

October 22 = Sunday, within an hour of closing. All equipment is shut down for closing, and staff winding down for the Sunday evening... Probably all cleaned, shelfs restocked and they are running the clock and counting minutes to 5pm.
I am surprised they do any stringing on Sundays. Clubs around here rarely do and would definitely be an extra fee.
I do string my (and other people's) rackets and I always do same day job unless they insist they do not need the racket next few days...

The "kid (maybe 20ish years old)" was just doing what the owner told him to do...I would not get upset with the kid. But would talk to the owner the next day and reasonable thing would be for the owner to give the OP some credit on the next string job...
the "kid" is not getting extra $$ for that string job...

Exactly. And I would wager that there is a sign in the shop clearly stating the extra charges.
I never have never expected quick and thorough work done on a Friday or Sunday evening from anyone.

 

[J D]

I can see both sides. Rush labor implies, “Drop whatever you’re doing and do this now. I’ll pay extra for the inconvenience.” Kid is doing nothing, no other racquets in the queue. It’s technically not a rush job for them if the stringer is on the clock in the shop doing nothing but watching TV.

OTOH, the shop probably has a blind policy that, if you want it right away, it’s a rush job. Note I said blind because it doesn’t depend on the circumstances. IMO, this situation doesn’t merit an extra fee just for the kid doing his normal job when asked. If they have a sign saying same day stringing is $15 extra, you have no recourse.

I think we all agree the kid needed to state upfront that there would be an extra charge (unless there was a sign). Absent such, in legal terms, there was no “meeting of the minds” on price to form a legally binding contract. IOW, you would in all probability get the rush fee back in a small claims court.

Contact management/ownership. They need to train their employees better to avoid bad CS and reviews. You may even get your money back or the next string job for free. Or the manager may be a jerk and tell you to take a hike. Then you can leave bad reviews.

 

[Crocodile]

I have never heard of rush labor being applied to stringing racquets. Maybe a surcharge for a late night urgent restring at Sunday 10pm, you could probably justify.