My Mishap With Diadem

To start off, I really, and I mean I REALLY hope that I'm just the unlucky 1 percent that got their order messed up but maybe my case will be a recurring phenomenon you see popping up here and there, who knows.
I ordered a Diadem Elevate Tour and because of the Fourth of July special they have going on, I was given a free T-shirt as well, which was a nice bonus. But the weirdness started right after I put my order in.
I received an email shortly after my order from an employee at Diadem on the subject of my order total.
He said that I used the discount code to get 25 dollars off because he looked me up. Yes, you're reading that right, he took the time to look up my order history and found that I never put a demo order in.
I guess he saw my order and, like the other 1-2 orders this year month, was trying to make sure that the company was getting as much money as possible. Fair enough business practice but kind of sketchy and greedy nonetheless.
Then after I was already a bit suspicious, I finally get my racket in the mail. It's a nice blue color, feels good to swing, I inspect the racket and my eyes browse the specs, painted on the inside of the racket head. In plain view, there reads 10.8 oz (unstrung obviously). Then it hits me, I got the normal Elevate 98. But not the Tour.
Huh?
What?
How?
How did they mess that up?
How do you NOT check a racket before you ship it? How can the process be so streamlined and lacking in quality control that a mistake as easy to fix as this happens?

Now I have to send it back and I might have to wait for another 3-5 business days for the right frame, but honestly, I think those are 2 big enough red flags that I think I'm just going to nope out of the whole thing. I just don't feel great buying from a company that charges the same price as TW for a retail racket and can't even guarantee that I get the frame I ordered.

Again, I hope none of you out there experience my problem but I just had to share my 2 cents with the community that I know loves tennis and especially rackets. I would hope someone should know what to look out for before buying from Diadem.
 

High Lama

Rookie
I bought an elevate tour from them but had a positive experience. I demoed the racquet first and they sent me a shirt with the racquet. The demo was brand new so I decided to buy it. I wanted to use PayPal but didn’t see the option on their website. They obliged my PayPal request including the demo discount. I was pretty happy since I didn’t have to send the new demo back just to wait several days to receive the same racquet. My only gripe was it came strung with a mediocre string instead of their solstice power which is my favorite string.

So you bought the racquet without demoing and tried to take advantage of a demo discount? I can see how that would **** them off.
 

Zoolander

Hall of Fame
Cant blame them when you didnt do a demo! Worth a try but still it would take them 2 seconds to look you up..... getting the wrong racquet is a bugger.
 
I bought an elevate tour from them but had a positive experience. I demoed the racquet first and they sent me a shirt with the racquet. The demo was brand new so I decided to buy it. I wanted to use PayPal but didn’t see the option on their website. They obliged my PayPal request including the demo discount. I was pretty happy since I didn’t have to send the new demo back just to wait several days to receive the same racquet. My only gripe was it came strung with a mediocre string instead of their solstice power which is my favorite string.

So you bought the racquet without demoing and tried to take advantage of a demo discount? I can see how that would **** them off.
I'm sure it's not what they would have hoped for, and again I understand every business' goal is to make money. But I feel like if their sales are decent enough, one cheap broke college kid trying to get 25 bucks off of a frame shouldn't prompt a record lookup and an email inquiry lol. I've used discount codes tons of times when buying rackets and other goods, and this is the first time I've ever been contacted about my use of one. It must be their procedure they do when someone uses the code.
 

bleno567

Semi-Pro
Bro mistakes happen. 3-5 business days is disappointing but not that big of a deal. Hope you like the frame when it comes

Sent from my SM-G975U using Tapatalk
 

beltsman

Legend
That's disappointing but not the end of the world.

They should have a system where you only get a discount code if you actually demo, though. Or come up with a system to prevent just anyone using it.
 

fundrazer

Legend
Only a good experience with Diadem here. I mentioned that I was considering the regular Elevate last year, and the rep here on talktennis sent me a private message to give me a discount code should I decide to purchase one. I used it about a year later on an Elevate Tour. Is a very good stick also.
 

mhkeuns

Hall of Fame
Well, don’t blame the OP for using the coupon code. I was a broke college student, too, If anything, I think the OP exposed Diadem’s discount loophole,

That said,

This is nothing compared to what Donnay used to pull. I don’t know how they are now, but the experiences were so bad I’m not risking to be fooled again.

OP, I hope you enjoy the racket. Let us know how it plays.
 
Update: Diadem has reconciled the situation and made good on their part to fix the shipping error with sufficient compensation. I'll be looking forward to trying the racket out and will keep them in the loop for now. As mhkeuns stated above, this is nothing compared to Donnay's old issues and so I think a second chance is in order. Just glad it wasn't more of a headache than it could've been.
 

Jster

Professional
Update: Diadem has reconciled the situation and made good on their part to fix the shipping error with sufficient compensation. I'll be looking forward to trying the racket out and will keep them in the loop for now. As mhkeuns stated above, this is nothing compared to Donnay's old issues and so I think a second chance is in order. Just glad it wasn't more of a headache than it could've been.
I am happy that the issue is solved. Were you trying to stack fourth july discount with the demo discount code?
 

whorng

Rookie
You tried to cheat them, got caught, and then call them sketchy and greedy when they fix it?...
Also, if they looked up your order i'm sure it's a more common occurrence than 1 or 2. They just need to find orders $X off.
Diadem are humans too and humans don't do everything perfectly. No surprise a few orders will be wrong.
This is the problem with retail/sales. The occasional entitled customer. Wants everything their way even it it's wrong and absolute perfection. Makes me :sick:.
 
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High Lama

Rookie
I obtained the regular elevate also in a trade. It can be nearly customized into the tour version with 4 grams on the sides and one gram at 12. Then you add a gram to the handle with a thick yonex og.
 

haqq777

Legend
This is nothing compared to what Donnay used to pull. I don’t know how they are now, but the experiences were so bad I’m not risking to be fooled again.
Even worse now with Howie at the helm. He is the same guy who runs Tennis Menace, another shady business. I mean these guys are shady as hell. Zero manners and customer service. Terrible pricing and regular practice of duping people. Tons of reviews here to corroborate and I had personal experiences I mentioned here as well. Was stupid and young. Purchased over and over again because I wanted to like them. Dual Cores and then Penta. They still owe me a camo bag and string reel (spent over $500 bucks). QC was a disaster for the one time I ordered two Pentas even though I requested to have specs double checked. One order was missing strings even though racquets were paid for and had to arrive strung. Got a refund after 30 days after much bickering.

They were terrible before Howie took over as well, when Mike was CEO. Bill Gray was the only guy decent enough to talk properly and even he could not do much. They just want to make $ and don't care how.

I always tell everyone I meet to steer clear of this company. They have no association with Donnay of yesteryear and they are just trying to cash on the name. At the end of the day, they will try to take every dollar out of your pocket. The racquets are very good, will not take that away. But with customer service and shady practices, absolutely not worth it.

Sorry for the long post and getting side tracked!
 

topspn

Legend
Even worse now with Howie at the helm. He is the same guy who runs Tennis Menace, another shady business. I mean these guys are shady as hell. Zero manners and customer service. Terrible pricing and regular practice of duping people. Tons of reviews here to corroborate and I had personal experiences I mentioned here as well. Was stupid and young. Purchased over and over again because I wanted to like them. Dual Cores and then Penta. They still owe me a camo bag and string reel (spent over $500 bucks). QC was a disaster for the one time I ordered two Pentas even though I requested to have specs double checked. One order was missing strings even though racquets were paid for and had to arrive strung. Got a refund after 30 days after much bickering.

They were terrible before Howie took over as well, when Mike was CEO. Bill Gray was the only guy decent enough to talk properly and even he could not do much. They just want to make $ and don't care how.

I always tell everyone I meet to steer clear of this company. They have no association with Donnay of yesteryear and they are just trying to cash on the name. At the end of the day, they will try to take every dollar out of your pocket. The racquets are very good, will not take that away. But with customer service and shady practices, absolutely not worth it.

Sorry for the long post and getting side tracked!
Yep, crap QC and customer serve my experience as well. After first experience and hearing the horror stories from others, i was never tempted again no matter the amount of email and discounts I get from them.
 

Faris

Professional
Yep, crap QC and customer serve my experience as well. After first experience and hearing the horror stories from others, i was never tempted again no matter the amount of email and discounts I get from them.
+1 same boat. Never dealing with Donnay again...

I did order from Diadem and got the Elevate. No issues but that was long time back, have sold racquet since then.
 

Jster

Professional
@AgressivelyFrames, please say something about your actions
dont just keep quiet. if not diadem can frame you aggressively.

"Say something, I'm giving up on you
I'll be the one, if you want me to ........."

or i think diadem will post a thread with "my Mishap with agressivelyFrames"
 
They probably sent you the wrong racquet intentionally in response to your attempts at fleecing them. They are a small, start-up outfit trying to break into an industry in which margins are razor thin. And you are butthurt because you are a college student?? Why don't you just admit that you are the aggressive-thrifty type...aka "cheap af".
 
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