What's up with TW these days?

jk816

Rookie
Does anyone know what is going on with Tennis Warehouse over the last few months? The have long been my go-to retailer for things tennis, in large part for their promptness and customer service. However since around the beginning of 2015, it has been very difficult to get through to them; frequent and extended times in their phone queue (if you wait long enough they recorded voice offers you a free T-shirt, which at that point you are so angry to want no part of). Then, when I order in-stock items, they fail to ship on the promised day, often several days late and usually the shipping time is longer than the promised 2-days.

I’d like to stick with TW, but something has definitely changed and not for the better. Does anyone known why, or is it time for [mod edit] someone else to get all my business?
 
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diredesire

Moderator
Edited competitor name out so the post is compliant to the rules. I'm not a TW employee, so I'll let staff respond.
 
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spinovic

Hall of Fame
I haven't ordered anything since Christmas, but all the stuff I ordered in December arrived at warp speed per usual. Although I am certain they, like anyone, could have some hiccups and not get something shipped as fast as they typically do. Perhaps it's just a coincidence that you've had bad luck.

If getting your order fast is your primary concern, the problem with switching to another provider is that the expected delivery date from them will be what you should expect from TW if they are a day or two late. You aren't likely to get it any sooner and you eliminate the possibility of getting earlier. Not sure it accomplishes anything.
 

TW Staff

Administrator
Thank you all for your feedback. We will certainly look into this as knowledgeable and prompt service is extremely important to us.

Chris, TW
 

Soundbyte

Hall of Fame
I have also noticed they tend to be shipping a day later than promised, so frequenty their "Free 2-day shipping" becomes 3 to 4 days, which is frustrating when you are expecting your gear. That being said, I did email them over the holidays and ask that they include a notice that due to large volumes of orders, there may be delays in stringing of rackets, and therefore a delay in shipment.

The frustrating part for me, however, was this. I am a UPS MyChoice Member, so I was able to see when shipping labels were created, when the package was placed ready for shipment, and then also see the day (and on 1 occassion, the two day) delay from getting it to UPS.

I think TW is aware of this issue and is hopefully working on ways to correct it.
 

jk816

Rookie
I haven't ordered anything since Christmas, but all the stuff I ordered in December arrived at warp speed per usual. Although I am certain they, like anyone, could have some hiccups and not get something shipped as fast as they typically do. Perhaps it's just a coincidence that you've had bad luck.

If getting your order fast is your primary concern, the problem with switching to another provider is that the expected delivery date from them will be what you should expect from TW if they are a day or two late. You aren't likely to get it any sooner and you eliminate the possibility of getting earlier. Not sure it accomplishes anything.

My Pre-Christmas orders went promptly, as has really everything prior to 2015. Historically, I've rarely had any cause for complaint, which is why I really only shop at TW.

But right after New Years the long waits in the hold queue and what would appear to be extra delays in stringing started. And it has happened on 3 of 4orders since 1 Jan. I'd guess staffing issues /shortage, but I'm curious to hear it from TW. I'd like to know if this is a blip or a trend.

Their preferred delivery service has also slipped up a lot in the last year, I've noticed more issues with them using other non-tennis vendors as well, but I can't blame TW for delivery company failures.
 

mxblink

Rookie
Anecdotal evidence of course, but I've made 3-4 orders from TW over the phone in 2015, and I haven't had any issues with late shipping. Sometimes when calling it takes a while, but this is pretty uncommon and I haven't noticed it happening more often since the new year.
 

McLovin

Legend
Interesting. I called yesterday and was on hold for ~ 7 minutes. I hung up & called back a few times, finally getting someone an hour later.

Now I've just realized all my items are on backorder, and I have to cancel because I need them by this weekend (sorry, had to go to a competitor), so I've been calling today to cancel & can't seem to get through again.

I decide to come here & ask a question, only to see its already been asked.

Now, don't get me wrong, I'm not complaining about them not having my items (it happens), just that (1) I couldn't get through yesterday for an hour, and (2) I can't seem to get through again today.
 

lgbalfa

Professional
in the past, didn't TW offer same day shipping if you get the order in by 2pm PST? obviously not for tennis racquets that need stringing but other items in genera? shoes, grips, etc..?
 

Korso

Semi-Pro
Ordered a racket on Tuesday. My receipt on Tuesday stated it was ready and shipped out. Just received an email stating my order is packed and ready for UPS to pick up. Called tennis warehouse up to ask why and someone over the phone stated that there was a delay in stringing rackets. Little confused on why my receipt would say being shipped on Tuesday if that was not the case. The person let me know I can always just ship it back to them, if I am not happy. Nice customer service. I will let people know in the Virginia area know they should not expect prompt or honest service from tennis warehouse and the people answering the phone thinks it is funny when you are unhappy.
 
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Sander001

Hall of Fame
FWIW I order strings from TW using just normal postage and have noticed that it's getting here much faster than usual.
 

scotus

G.O.A.T.
TW sometimes ships out a day later than I expect, but nothing like a m a z o n, which does absolutely nothing for 6 days after taking my order.

In the past, a m a z o n used to make it seem like they were doing something with my order but just taking long, but they have come clean recently. Now they plainly tell me in the order status that they are doing absolutely nothing with my order. Just taking their sweet time, so that I might be inclined to shell out extra bucks to join Prime. No way I'm falling for that.
 
Although I waited on the phone for 12 minutes to speak with a customer service representative a couple of days ago, I have always been pleased with the people I have spoken with at Tennis Warehouse. They may have a lack in quantity of employees, but their current employees are of great quality. The same cannot be said of my experiences with employees of their competitors. In my experiences with their competitors, I have received the same delays (and much longer), but their competitors are not as helpful when you do get through to a representative. As far as shipments go, I have never had any problems with delays for items that were in stock. I have received my past 10-15 orders within 3 business days (dating from to summer of 2013 to February of 2015). The only delays I have experienced have been from defective racquets that TW sends back to the manufacturer, and the manufacturer is the one causing the delay.
Keep in mind that weather may have also been a factor in the delayed shipments during the winter season.

All that being said, continuously expecting customers to wait for extended amounts of time to place an order or get a question answered is just asking your customers to go somewhere else. Maybe TW could streamline over-the-phone customer service by having the customer hit: 1) To place an order; 2) To inquire about the status of an order; 3) To inquire about returning items; etc.
There is a reason I give my business to TW, but over-the-phone customer service is definitely an area they could improve.
 

TW Staff

Administrator
Thank you all for your feedback.

While there is no excuse for us to have delays on the phone and shipping, we are currently extremely busy (somewhat due to BNP Paribas) and are working on improving some of the issues. We are listening to your feedback and are in the process of hiring more customer service reps to help answer phones and emails as well as looking into some other features to help alleviate some of the other delays. Due to some of our stringers being on site for the BNP Paribas Open, we are slightly behind on stringing racquets/answering calls and are looking to catch up this weekend. We greatly appreciate all of our customers and appreciate your honest feedback. If you have any other questions or concerns, please do not hesitate to ask.

TW Staff
 

Korso

Semi-Pro
Thank you all for your feedback.

While there is no excuse for us to have delays on the phone and shipping, we are currently extremely busy (somewhat due to BNP Paribas) and are working on improving some of the issues. We are listening to your feedback and are in the process of hiring more customer service reps to help answer phones and emails as well as looking into some other features to help alleviate some of the other delays. Due to some of our stringers being on site for the BNP Paribas Open, we are slightly behind on stringing racquets/answering calls and are looking to catch up this weekend. We greatly appreciate all of our customers and appreciate your honest feedback. If you have any other questions or concerns, please do not hesitate to ask.

TW Staff

I understand sometimes things are not ok at staffing levels. I run a business myself. Most customers want to know exactly what is going on so they can choose to wait or not. No harm done in the long run. Maybe a disclaimer or something of that sort letting the customer know that there is a back up on stringing rackets. I string myself but when I purchase a racket, I save myself the time and have the company string it. If I had known, I would have (a. went somewhere else this time or b. strung it myself). When it was all said and done I could not have complained because I made the choice.
Frustrating waiting for a new toy and then finding out the day it was suppose to arrive that it was being shipped out.
 

atvdave32

New User
On a positive note... I Placed a order late in the evening on some in-stock items on the 18th, got a shipping notification with a UPS tracking number on the 19th, and will have the package on Monday the 23rd. Great job TW.
 

JohnBPittsburgh

Hall of Fame
Pre Order

My pre order was due in stock the 17th. It was strung by TW and I received it on the 19th. Thanks TW, I literally watched the video review probably 50 times in excitement and just to see the racquet before it got here. It is great. I have never placed a phone order, but all of my internet orders have gone through flawlessly. Thanks again!
 

LapsedNoob

Professional
TW sometimes ships out a day later than I expect, but nothing like a m a z o n, which does absolutely nothing for 6 days after taking my order.

In the past, a m a z o n used to make it seem like they were doing something with my order but just taking long, but they have come clean recently. Now they plainly tell me in the order status that they are doing absolutely nothing with my order. Just taking their sweet time, so that I might be inclined to shell out extra bucks to join Prime. No way I'm falling for that.

I have Prime from said site and often get items next-day when 2 day is the promise. Bear in mind many products otherwise therefound are not sold or shipped by them but by third party sellers. Headache trap there.
 

zapvor

G.O.A.T.
i think with indian wells TW staff is just away, so there is a back log. once the tournament is over it will probably be back to normal. its to be expected. give the guys a break.
 

Shroud

Talk Tennis Guru
very strange. I order something almost every week it seems and I get it promptly. It ships the next day and I get it the next day (I'm in cali).

Mostly order on sat or sun and get it on tuesday. TW is the best IMHO.

If they are at supporting the 5th major I can't be mad about that....
 

Fed Kennedy

Legend
take a chill pill people. this is like the **** that louis CK is always talking about. the dude on the airplane thats ****ed that he doesn't have wireless internet. chill the **** out. its lumps of graphite.
 

SteveI

Legend
TW sometimes ships out a day later than I expect, but nothing like a m a z o n, which does absolutely nothing for 6 days after taking my order.

In the past, a m a z o n used to make it seem like they were doing something with my order but just taking long, but they have come clean recently. Now they plainly tell me in the order status that they are doing absolutely nothing with my order. Just taking their sweet time, so that I might be inclined to shell out extra bucks to join Prime. No way I'm falling for that.

I have never had a problem with TW... but I never really need tennis gear on a certain date either... really who does??? I have tennis gear here to last me 3 lifetimes... LOL.

A m a z o n on the other hand.. with their PRIME service is a just a joke. I did indeed need something on time so I decided to buy into their PRIME service. Two days to get order...ha.. they hold the older for two days and then ship UPS ground? Takes 6 days to get the order. Nice work. I canceled the PRIME the next day and got a refund of the $99.00. Nice scam for A m a z on.
 

SteveI

Legend
I have never had a problem with TW... but I never really need tennis gear on a certain date either... really who does??? I have tennis gear here to last me 3 lifetimes... LOL.

A m a z o n on the other hand.. with their PRIME service is a just a joke. I did indeed need something on time so I decided to buy into their PRIME service. Two days to get order...ha.. they hold the older for two days and then ship UPS ground? Takes 6 days to get the order. Nice work. I canceled the PRIME the next day and got a refund of the $99.00. Nice scam for A m a z on.

TW has always been great for me. Folks have to consider busy times and like this week.. they are at IA. Juts how much staff do you think they have?
 

JoshT

Semi-Pro
Never had a problem with TW. Not sure a message board is the way to go to complain, but to each his own tough guy. lol.
 

Korso

Semi-Pro
Never had a problem with TW. Not sure a message board is the way to go to complain, but to each his own tough guy. lol.

The people answering the phones thinks it is as funny too. Their reply is "you can always just return it". No apology, so the phone complaint was nothing more than a waste of time. Well at least I gave the employee something to rofl about.
Bottom line if they are too busy they should let the customer know before they complete a purchase. It is the ethical thing to do.
 

scotus

G.O.A.T.
I have Prime from said site and often get items next-day when 2 day is the promise. Bear in mind many products otherwise therefound are not sold or shipped by them but by third party sellers. Headache trap there.

Well, my gripe is with a m a z o n, not independent vendors who sell on that site. I live fairly close to a distribution center, so once they ship it out, I get it the next day. But since I refused to keep the prime membership, they have decided to just let a week go by without preparing my order for shipment.

I like many of the independent vendors who operate on a m a z o n. Most of them ship my order out the next day. Far superior to a m a z o n in that sense.
 
I can be a jerk sometimes, but TW is probably the best at customer service out of any online place ever, that I have dealt with. The customer service over the phone is great too.
 
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