I probably should not post on the forum right after a less than favourable experience with TW. I just ordered a new racquet and three sets of gut strings. Upon returning home, I was anticipating a relaxing evening stringing up my new racquet. However, I am greeted with a small package that definitely cannot hold a new tennis racquet. I called customer service and was able to correct the problem only after I emailed a picture of the small box that provided evidence that a racquet could not possibly fit into. I get it...there are too many crooks running around.
The customer service guy was nice and apologetic. However, I will not receive my racquet for 9 day, which is a far cry for the two-day shipping advertised on the website. I understand it is the holidays and people are starving around the world, but I still want my racquet in the promised two days. Furthermore, this is the third order that has been screwed up. I think two were within one year. Could I just be that unlucky? Also, TW never responds with a "let us do something to make it right". From our records, we see that you spend more than an average customer, so let us throw you a bone to keep you as a happy customer. Nope!
As I reflect back on my experience, this is where the bitterness seeps into my posting. The second incident, I was sent the wrong set of strings. No big deal, I sent an email and the correct set of strings was sent right away. A couple of days later, I get an email wanting the set of strings back that were sent in error, or we will charge your credit card. The email came across as a little threating. I think the set cost less than 10 dollars. It was not like it was a set of Babolat VS Touch. So now, I have to package the strings up, which takes time, and I drive to the UPS store, which is more time and gas, for their mistake. I did not make the error. I hear the trolls now, "You want something for nothing? This is not a socialist country!"
Let me continue with my rant. Well, the first shipping error occurred while I was stationed overseas. I was sent a nice tennis skirt, a pair of tennis shoes, and a couple of other small items, which was probably valued over $100 dollars. I contacted TW and straightened out the wrong shipment. Then I asked, "Do you want me to send the items back to you?" I was told no... do what you want with them. Most of you are thinking, I cannot get that lucky. The only problem was the skirt clashed with my hairy legs and the shoes were way too small. From the invoice inside the box, I got the correct shipping address and forwarded the package to the rightful customer stationed at the Embassy in Iraq. Apparently, the government built some tennis courts inside that massive complex. You keep merchandise that is valued over 100 dollars that you cannot possibly use, but send us back those cheap poly strings that retail for less than 10 dollars.
To conclude my rant. I spent a sizeable amount of money between TW online and as a retail customer in TW's store in Schutterwald, Germany. Does this make me special? No, I am just a customer that most retailers value. The fact that I did not get my racquet in the time advertised is probably not that big of a deal. However, looking back at three less than stellar experiences over a relatively short period of time, I have to question whether I start giving some of my business to other online retailers.
The customer service guy was nice and apologetic. However, I will not receive my racquet for 9 day, which is a far cry for the two-day shipping advertised on the website. I understand it is the holidays and people are starving around the world, but I still want my racquet in the promised two days. Furthermore, this is the third order that has been screwed up. I think two were within one year. Could I just be that unlucky? Also, TW never responds with a "let us do something to make it right". From our records, we see that you spend more than an average customer, so let us throw you a bone to keep you as a happy customer. Nope!
As I reflect back on my experience, this is where the bitterness seeps into my posting. The second incident, I was sent the wrong set of strings. No big deal, I sent an email and the correct set of strings was sent right away. A couple of days later, I get an email wanting the set of strings back that were sent in error, or we will charge your credit card. The email came across as a little threating. I think the set cost less than 10 dollars. It was not like it was a set of Babolat VS Touch. So now, I have to package the strings up, which takes time, and I drive to the UPS store, which is more time and gas, for their mistake. I did not make the error. I hear the trolls now, "You want something for nothing? This is not a socialist country!"
Let me continue with my rant. Well, the first shipping error occurred while I was stationed overseas. I was sent a nice tennis skirt, a pair of tennis shoes, and a couple of other small items, which was probably valued over $100 dollars. I contacted TW and straightened out the wrong shipment. Then I asked, "Do you want me to send the items back to you?" I was told no... do what you want with them. Most of you are thinking, I cannot get that lucky. The only problem was the skirt clashed with my hairy legs and the shoes were way too small. From the invoice inside the box, I got the correct shipping address and forwarded the package to the rightful customer stationed at the Embassy in Iraq. Apparently, the government built some tennis courts inside that massive complex. You keep merchandise that is valued over 100 dollars that you cannot possibly use, but send us back those cheap poly strings that retail for less than 10 dollars.
To conclude my rant. I spent a sizeable amount of money between TW online and as a retail customer in TW's store in Schutterwald, Germany. Does this make me special? No, I am just a customer that most retailers value. The fact that I did not get my racquet in the time advertised is probably not that big of a deal. However, looking back at three less than stellar experiences over a relatively short period of time, I have to question whether I start giving some of my business to other online retailers.
