Right now, extremely disappointed with TW

[rommil]

Order number 10262517 placed on Monday April 10, got email that ordered was recieved.
Wednesday April 12, having not heard back I called TW and spoke to a Jason who said that I will have the order delivered by Friday( 2 days).
Thursday , have not gotten info about shipping, I called TW and a rep answered, call was dropped. I called right back and a lady rep took the call, took time to trace the racket then informed me that order will be overnighted so I will get it Friday.
Thursday 3:55 PM, got an email from a Nicole Kompsi stating that due to my racket being strung, my racket was scheduled to ship out Friday and I will get to my Tuesday, the 18th.

So, is this the normal turn around time for TW orders because this is not what I have known and expect from you guys. Add to the fact that different people saying and promising different timeframes. I was hoping that I would get it by weekend so I can use the racket. But the lack of communication on your end and eventually the delay is what's very disappointing. Please explain TW because I think you are better than this.


Rommil

 

[Power Player]

East coast curse. Have to order the frame unstrung or you will simply not get it in that time period due to their logistics.

 

[rommil]

East coast curse. Have to order the frame unstrung or you will simply not get it in that time period due to their logistics.

Ok that's one thing. But if they can't deliver then be upfront.

 

[WisconsinPlayer]

Probably due to where you live, I have never had one problem with TW and I have ordered from them many many times

 

[rommil]

Probably due to where you live, I have never had one problem with TW and I have ordered from them many many times

I have ordered from them over the years with no issue, and I lived in the same town over the years so I do not think it's that.

 

[TW Staff]

Order number 10262517 placed on Monday April 10, got email that ordered was recieved.
Wednesday April 12, having not heard back I called TW and spoke to a Jason who said that I will have the order delivered by Friday( 2 days).
Thursday , have not gotten info about shipping, I called TW and a rep answered, call was dropped. I called right back and a lady rep took the call, took time to trace the racket then informed me that order will be overnighted so I will get it Friday.
Thursday 3:55 PM, got an email from a Nicole Kompsi stating that due to my racket being strung, my racket was scheduled to ship out Friday and I will get to my Tuesday, the 18th.

So, is this the normal turn around time for TW orders because this is not what I have known and expect from you guys. Add to the fact that different people saying and promising different timeframes. I was hoping that I would get it by weekend so I can use the racket. But the lack of communication on your end and eventually the delay is what's very disappointing. Please explain TW because I think you are better than this.


Rommil

Hi Rommil,

We're so sorry to hear about the confusion with your order. I believe Troy has already contacted you this morning and has taken care of this and your racquet should be on it's way soon!

Let us know if we can offer any further assistance and again, our apologies for the confusion on our end!

Michelle, TW

 

[rommil]

Hi Rommil,

We're so sorry to hear about the confusion with your order. I believe Troy has already contacted you this morning and has taken care of this and your racquet should be on it's way soon!

Let us know if we can offer any further assistance and again, our apologies for the confusion on our end!

Michelle, TW

Hi Michelle, thank you for the response. Troy did call this morning and clarified the issue. Just got home and got the delivery. Faith in TW restored! It just didn't sound like you guys with the emails I was getting yesterday. You guys have always been on top of things. Thank you again for the response and delivery. You guys remain to be the best!

Rommil

 

[Sentinel]

All's well that ends well.