Wilson customer service and refusal to price adjust

[wangs78]

I ordered some custom Wilson racquets a week ago with an estimated delivery time of 10 weeks. Lo and behold a week later, Wilson now has a 25% Memorial Day discount on their custom racquets and so I wrote to them (and called them) to get a price adjustment. They refused, citing that custom orders cannot be cancelled or modified. I checked their policy and it specifically says that it is the *design* of the custom racquet that cannot be modified. Given that this racquet hasn’t been shipped or delivered and I’m 99.99999% certain it hasn’t even entered production, the fact that they wouldn’t price adjust really upsets me. I can concede that their refusal to cancel is in accordance with their stated policy which is highlighted when you are placing the order, but the policy says nothing about price adjustments and I think they should accommodate here.

Thoughts from the TT public?

 

[sharif]

That is so frustrating sorry to hear that! Did u escalate it with a manager? I agree that they should honor the price adjustment! I’ve always wanted to try one of their custom racquets

 

[wangs78]

That is so frustrating sorry to hear that! Did u escalate it with a manager? I agree that they should honor the price adjustment! I’ve always wanted to try one of their custom racquets

I did and they said they “cannot transfer the call”. All they keep saying is “it’s policy, it’s policy” even when I explain to them that this racquet order won’t ship for another 10 weeks and a price adjustment is totally justifiable under the circumstances as the price changed while I am waiting for the racquet. Wilson has really disappointed me here. Won’t be buying from them again.

 

[georgeyew]

If they have not processed the payment, you could ask your CC to cancel or refuse the charge.

 

[Deleted member 775108]

If they have not processed the payment, you could ask your CC to cancel or refuse the charge.

While I can sympatise with the OPs frustration - I think this "idea" of calling the CC company to cancel or refuse the charge because the OP missed the sale window seems very unethical to me.

 

[sharif]

I did and they said they “cannot transfer the call”. All they keep saying is “it’s policy, it’s policy” even when I explain to them that this racquet order won’t ship for another 10 weeks and a price adjustment is totally justifiable under the circumstances as the price changed while I am waiting for the racquet. Wilson has really disappointed me here. Won’t be buying from them again.

that is very disappointing to hear; so sorry! I would def feel the same way as u

 

[jimmy8]

Walmart used to price adjust if they lowered the price. You would have 30 days after the purchase date to request the adjustment. Now, they don't do it anymore. I tried to just return and order another one, but they canceled my order, 3 times. And it was not a custom product.

 

[mtommer]

Thus goes cust service via a call center vs. (most likely) dealing with the actual area that would make the order.

 

[EggSalad]

I fail to see the issue. You bought a racquet recently. The company then ran a sale later. I don’t see Wilson having any obligation to honor a Memorial Day sale price for a purchase that happened before the time of the sale.

If I was the OP, I’d be frustrated but that’s about it.

In my experience, Wilson has excellent customer service and their call center is US based.

 

[georgeyew]

While I can sympatise with the OPs frustration - I think this "idea" of calling the CC company to cancel or refuse the charge because the OP missed the sale window seems very unethical to me.

I can see how it would be unethical. But if the racquet process has not been started, there would be no loss on the Wilson side. Not sure why they need to be so strict on their policy.

 

[Deleted member 775108]

I can see how it would be unethical. But if the racquet process has not been started, there would be no loss on the Wilson side. Not sure why they need to be so strict on their policy.

Because it is a "custom" product. The only way to make such a process efficient and reduce errors is to "blind box" it. Take instructions, take money, relay instructions, wait for product.... And hope customer doesnt find some trick to get their money back.

 

[Rosstour]

I fail to see the issue. You bought a racquet recently. The company then ran a sale later. I don’t see Wilson having any obligation to honor a Memorial Day sale price for a purchase that happened before the time of the sale.

If I was the OP, I’d be frustrated but that’s about it.

In my experience, Wilson has excellent customer service and their call center is US based.

Some places will. I just got one done at IKEA for example.

I would say they were really out of line but it's a custom order and the point of those is to gouge the customer lol

 

[Alexh22]

Yes. Less companies do that these days including Walmart. I hope it works out well for you.

 

[Curtennis]

I think the issue with custom is since it is such a long time frame they’d be losing money from anyone in the prior 10 week period, that’s a lot of lost money for a sale that’s purpose is to motivate those who were on the fence to finally pull the trigger.

I’d complain to them a few times, maybe even forum bash and maybe not spend any more money with them for a while. But a CC chargeback is kind of tough.

 

[Steve Huff]

I do sympathize with you, but you probably should have known there were going to be some Memorial Day sales. Also, did you buy it directly through Wilson? I'm guessing that's probably the only way you can do these custom orders.

 

[wangs78]

I’d complain to them a few times, maybe even forum bash and maybe not spend any more money with them for a while. But a CC chargeback is kind of tough.

Yeah, I'm with you on this.

Part of my frustration is clearly due to being accustomed to the customer friendly policies that most big US retailers have. And that I had been waiting for a sale on custom racquets for a while (Wilson doesn't have them often, maybe once every two years -- they have sales on non-customs much more often, maybe 3-4 times year). So to have missed the sale price by only a few days and to have spent the time/effort contacting their customer service, I would have hope they would show some flexibility. I had also been contemplating going with Yonex racquets this time and ultimately decided to stay with Wilson, as I've been a lifelong Pro Staff guy (as well as purchaser of Wilson's strings and apparel). These are of course my own considerations and not Wilson's but it just feels lousy to get the policy explanation thrown at me when under the circumstances, a price adjustment should be very doable.

 

[wangs78]

I do sympathize with you, but you probably should have known there were going to be some Memorial Day sales. Also, did you buy it directly through Wilson? I'm guessing that's probably the only way you can do these custom orders.

Yes, directly through Wilson.

Wilson rarely puts their custom racquets on sale -- maybe once every two years. I had given up on them putting customs on sale and assumed that in this inflationary environment prices would keep going up so I finally bit the bullet last week, only to be surprised by the sale. 25% off on $290 for multiple racquets is enough to reach out and try (for me anyway).

Thanks everyone for your perspectives.

 

[Bill Lobsalot]

Ikea and Wal-Mart do not sell custom tennis rackets. Order a custom Lexus and ask for the Christmas Holiday Event pricing.

 

[snoflewis]

price adjustment only makes sense if you can return or cancel the original item. a price adjustment would be the equivalent of returning the item and re-ordering under the lower price but without the hassle.

also, the online wilson shop isn't exactly run like a fine tuned machine. they've historically had sales that would give you free rackets if you increase quantity and still ship them out.

 

[ChrisJR3264]

Wilson sucks.
Move on.

 

[sharif]

I just noticed on the customization graphic part, I thought it used to be that you can choose 2 graphics but now it only lets you choose 1; is that a change or am I imagining that?

 

[wangs78]

I just noticed on the customization graphic part, I thought it used to be that you can choose 2 graphics but now it only lets you choose 1; is that a change or am I imagining that?

Not sure what it used to be. All I can say is that the customization options are really quite limited. Just one color at the top of the frame and another color for the rest. It used to be that the colors around 3 o'clock and 9 o'clock could be changed which at least provides some more visual variety.

 

[TennisHound]

I ordered some custom Wilson racquets a week ago with an estimated delivery time of 10 weeks. Lo and behold a week later, Wilson now has a 25% Memorial Day discount on their custom racquets and so I wrote to them (and called them) to get a price adjustment. They refused, citing that custom orders cannot be cancelled or modified. I checked their policy and it specifically says that it is the *design* of the custom racquet that cannot be modified. Given that this racquet hasn’t been shipped or delivered and I’m 99.99999% certain it hasn’t even entered production, the fact that they wouldn’t price adjust really upsets me. I can concede that their refusal to cancel is in accordance with their stated policy which is highlighted when you are placing the order, but the policy says nothing about price adjustments and I think they should accommodate here.

Thoughts from the TT public?

Wilson is just being stiff. I would suggest canceling your payment. Then write a letter explaining why. Try to include who you talked to (customer service, shipping, etc.). I’ll bet you a quarter that they’ll respond.

 

[mixtape]

Ouch. Sometimes spending time trying to get the price adjustments simply becomes a waste of time and energy. At least you tried. It's best to move on, enjoy your racquets and wait for another sale... maybe on another brand.

 

[stapletonj]

Just went on their web site yesterday and they were supposedly ....out.....of.....16ga....gut. How does the largest tennis sporting goods company in america run out of gut string?

 

[Airspun]

Just went on their web site yesterday and they were supposedly ....out.....of.....16ga....gut. How does the largest tennis sporting goods company in america run out of gut string?

I bought it all

 

[dr325i]

Ikea and Wal-Mart do not sell custom tennis rackets. Order a custom Lexus and ask for the Christmas Holiday Event pricing.

My M3 was a full custom order and the price negotiated at the time of placing the order. While being build, BMW changed the return customer incentive from $500 to $1000. I immediately called them and they applied the higher incentive.

 

[Bill Lobsalot]

My M3 was a full custom order and the price negotiated at the time of placing the order. While being build, BMW changed the return customer incentive from $500 to $1000. I immediately called them and they applied the higher incentive.

Excellent. Good on BMW. I drive an '83 320iS. Not my daily though.

 

[dr325i]

Excellent. Good on BMW. I drive an '83 320iS. Not my daily though.

That (G80) was my last BMW, although, I may be back some day. For now, enjoying the Macan GTS...way more than I did the G80

 

[GAS]

That (G80) was my last BMW, although, I may be back some day. For now, enjoying the Macan GTS...way more than I did the G80

This is crazy, I always thought you were a man.

 

[dr325i]

This is crazy, I always thought you were a man.

haha, never thought I would see myself in a crossover and in a non-MT (as long as they offer MT). I guess at 53, the times have changed... Was too hard getting in and out of the M3 (thanks to 45 years of tennis abuse) and to be honest, the latest gen of the M3 (G80) just did not excite me as much...too sophisticated, too numbed down...I missed the rawness of my F87 M2C and F80 M3C I previously owned... The Macan GTS is an amazing blend of it all, while still can offer a very tame and quiet ride. And the steering....now I get all the fuss about the Porsche steering...

 

[Bill Lobsalot]

haha, never thought I would see myself in a crossover and in a non-MT (as long as they offer MT). I guess at 53, the times have changed... Was too hard getting in and out of the M3 (thanks to 45 years of tennis abuse) and to be honest, the latest gen of the M3 (G80) just did not excite me as much...too sophisticated, too numbed down...I missed the rawness of my F87 M2C and F80 M3C I previously owned... The Macan GTS is an amazing blend of it all, while still can offer a very tame and quiet ride. And the steering....now I get all the fuss about the Porsche steering...

Easy access into a vehicle becomes an important feature at some point. My daily is a Honda Ridgeline - almost a pickup.

 

[GAS]

I'd definitely file a claim with my CC. This is terrible customer service. If I wanted this kind of customer service I'd live in Europe!

 

[sharif]

I hate to pour salt into the wound but I just got an email for 10% off a custom racquet so I built one online to see if it will take the coupon on top of the sale & shockingly, it did. It's also 15% on rakuten today so now I'm actually tempted to get a custom one yikes; I'm so sorry! I'm sure you are as frustrated as I would be :-( Would it be crazy to buy a 3rd clash 100 when I have tennis elbow? I already have 2 of them (one in black & one in the limited britto hearts) but I've always wanted a custom pink one OY! help

 

[sharif]

Not sure what it used to be. All I can say is that the customization options are really quite limited. Just one color at the top of the frame and another color for the rest. It used to be that the colors around 3 o'clock and 9 o'clock could be changed which at least provides some more visual variety.

wow never knew there used to be more colors u could add; that would've been cool

 

[am1899]

I get it, that stinks.

But consider if Wilson did that for you, surely other customers will hear about it. Then they would be expected to do this for others down the line. Thus I would guess explains the firmness you’ve felt from Wilson here - in not wanting to set such a precedent.

 

[Vicious49]

I get it, that stinks.

But consider if Wilson did that for you, surely other customers will hear about it. Then they would be expected to do this for others down the line. Thus I would guess explains the firmness you’ve felt from Wilson here - in not wanting to set such a precedent.

Why wouldnt Wilson want people hearing about their awesome CS experiences? Theres a reason I like shopping at Nordstrom. They have some of the best CS around.

 

[jimmy8]

My friend bought a Tesla right before the prices started going down. A week after he bought it the price went down $5,000. Then a little later it went down another $3,000.

 

[BringBackNCode]

That is a pretty good deal. I'd be angry too. But, I also wouldn't be surprised that they said no. It's kind of a give and take. On one hand they're kind of being jerks, but on the other hand, you forgot to look for sales... If it helps I paid full price for a custom about 6 months ago... oh well. BUT, I recently got some nice T shirts for $12.50 each. So, ya win some, ya lose some. That's my motto.

 

[KungfuTennis]

I definitely feel for you, but if I were to own a business I would also not allow this sort of price adjustment. If I adjust it for you then I need to adjust it for everyone. Anything that requires adjustment to an already complete transaction consumes additional labor and time, as well as more complexity in the books.

 

[jimmy8]

I make a list of things and then wait until black friday.

 

[Rvansmith]

Wilson logistics is absolutely terrible. I have had many issues where they couldn't do X, Y, or Z. I bought a racket during one of their sales, and it "shipped". I watched the tracking status and it never changed beyond "label created". Called Wilson, and oops, we had an issue shipping it, we are cancelling your order and I will have to place a new order. Well the sale had ended and they wouldn't honor the sale price! Fortunately I was able to escalate it, but when I escalated it instead of the 20% discount sales price, they said I could have 10% discount. I was pretty furious about why they just didn't ship my original order, and were now trying to give me a worse deal. Well what the manager had intended was 10% extra discount, but it took a few emails and calls to get that cleared up. Basically, once you start the dominos falling with Wilson direct, they just fall where they stand, there is no capability with them to make changes.

 

[PRS]

Wilson has no obligation to adjust the price regardless of the item. Custom items are even more tricky so they are even less obligated.

That said, yeah, I think they should adjust the price to show good customer service. But also, if you're already paying for multiple custom racquets, then the discount you missed out on probably isn't that big of a deal to you. If it was, you would have just ordered non-custom racquets.

Calling them and asking for an adjustment? Absolutely justified. Asking for a manager after being refused? Yeah, I can understand that (terrible on Wilson for not getting you a manager, even if they were going to say the same thing). But that's as far as it should go.

Don't dispute the charges because you agreed to the price already. Should Wilson adjust (assuming it's within a reasonable timeframe of course)? Yeah. Do they need to? No. If you disputed the charge Wilson would probably have a legal right to sue you for it. I doubt they would because it wouldn't be worth the time, energy, or money for them, but you did agree to the terms of the purchase.

 

[ErrorMachine]

Write to the vp of sales and see what they can do.
If they can’t help let them know this is your last order and HEAD will get your business.

 

[Alexh22]

Well in that case is the OP start buying speed from now on? I hope not.

 

[ollinger]

I've had a few occasions over the years to make requests of Wilson customer service, and I have to say they were exceptionally helpful and responsive. No, I don't think they owe the OP anything here.

 

[julianokay]

The same thing happened to me last year. Bought an Ultra Pro v4 and one week later they had a sale and refused to price adjust for me. Terrible customer service.

 

[am1899]

Why wouldnt Wilson want people hearing about their awesome CS experiences? Theres a reason I like shopping at Nordstrom. They have some of the best CS around.

Not an apples to apples comparison (Wilson vs Nordstrom).

Again, this is a custom product that was ordered. Last I recall it says all over the website that once the order is put in there are no refunds, exchanges, returns, etc. Wilson observing their own policy here is not a reflection of poor customer service.

 

[lidoazndiabloboi]

Not sure what it used to be. All I can say is that the customization options are really quite limited. Just one color at the top of the frame and another color for the rest. It used to be that the colors around 3 o'clock and 9 o'clock could be changed which at least provides some more visual variety.

The current customizations just follow the color blocking of the current versions of each racket. v3 Ultra/v7 Blade/v1 Clash, you had the option of one color at 12, another at 3&9 and a different color at 6 and below. The previous v12 Prostaff, you could do 1 color at 3&9, another color for the rest of the racket. One option that I noticed was removed from all the models except the Clash, is the option for Velvet paint.

 

[sharif]

The current customizations just follow the color blocking of the current versions of each racket. v3 Ultra/v7 Blade/v1 Clash, you had the option of one color at 12, another at 3&9 and a different color at 6 and below. The previous v12 Prostaff, you could do 1 color at 3&9, another color for the rest of the racket. One option that I noticed was removed from all the models except the Clash, is the option for Velvet paint.

yes I ordered a clash with the velvet paint! That would've been cool to have more color options around but I ended up doing the same color since I'm a pink lover.. maybe I was boring LOL! Here is what I ordered :

https://imgur.com/EuDP12o

I was tempted to put my name in the personalization but ended up putting love instead in case I ever need to sell it...