Wilson customer service and refusal to price adjust

[am1899]

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.

What is with this logic? You bought something, and a week later it went on sale. Happens all the time. That Wilson wouldn't offer you the sale price retroactively is not "terrible customer service." It's either poor planning on your part or just plain old bad luck.

Regardless, in your case, if you were so adamant about getting the sale price, you could have ordered a second racquet at the sale price and then returned the first one when it arrived. (Did you do it? My guess is probably not, otherwise you wouldn't be complaining).

 

[wangs78]

What is with this logic? You bought something, and a week later it went on sale. Happens all the time. That Wilson wouldn't offer you the sale price retroactively is not "terrible customer service." It's either poor planning on your part or just plain old bad luck.

Regardless, in your case, if you were so adamant about getting the sale price, you could have ordered a second racquet at the sale price and then returned the first one when it arrived. (Did you do it? My guess is probably not, otherwise you wouldn't be complaining).

The thing is that in the USA, for the last 20 years, online retailers have bent over backwards to satisfy their customers when it comes to price adjustments, price matching, returns, etc. Often times they would go beyond what their policies would allow. And consumers have grown accustomed to it. This obviously hasn’t been good for the retailer but has been very good for the consumer. I made the original post because I felt peeved but also because I felt maybe I should just accept what happened and move on. Both attitudes are fine. I’m moving on but I do think Wilson customer service could be better. The fact they wouldn’t price adjust on something that I just ordered that won’t ship for nearly ten weeks, and after I called them and e-mailed them several times, shows a lack of nimbleness that I rarely see with most online retailers. Because it’s a custom racquet I have no choice but to buy from Wilson directly, but if it was a non-custom, I would avoid buying directly from them in the future because, relative to other online retailers, their cs people are focused less on customer satisfaction and more on internal policy.

 

[wangs78]

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

I may move to Yonex after this

 

[am1899]

The thing is that in the USA, for the last 20 years, online retailers have bent over backwards to satisfy their customers when it comes to price adjustments, price matching, returns, etc. Often times they would go beyond what their policies would allow. And consumers have grown accustomed to it. This obviously hasn’t been good for the retailer but has been very good for the consumer. I made the original post because I felt peeved but also because I felt maybe I should just accept what happened and move on. Both attitudes are fine. I’m moving on but I do think Wilson customer service could be better. The fact they wouldn’t price adjust on something that I just ordered that won’t ship for nearly ten weeks, and after I called them and e-mailed them several times, shows a lack of nimbleness that I rarely see with most online retailers. Because it’s a custom racquet I have no choice but to buy from Wilson directly, but if it was a non-custom, I would avoid buying directly from them in the future because, relative to other online retailers, their cs people are focused less on customer satisfaction and more on internal policy.

Some retailers have done that, yes. So much so, that I suppose some customers have come to expect that sort of behavior regardless of the retailer or situation. (Frankly I suspect this is one reason some brick and mortar retailers in particular have suffered a lot of late - too heavy handed with bending over backwards for their customers. I suppose though the other side of that coin is when you are competing with online retailers like the rain forest and others, what else can you do)?

At the risk of beating a dead horse, this scenario seems a bit of an outlier to me with the product in question being a custom order.

I do agree though, the lack of responsiveness you experienced is a big problem and a major turnoff.

 

[BringBackNCode]

The thing is that in the USA, for the last 20 years, online retailers have bent over backwards to satisfy their customers when it comes to price adjustments, price matching, returns, etc. Often times they would go beyond what their policies would allow. And consumers have grown accustomed to it. This obviously hasn’t been good for the retailer but has been very good for the consumer. I made the original post because I felt peeved but also because I felt maybe I should just accept what happened and move on. Both attitudes are fine. I’m moving on but I do think Wilson customer service could be better. The fact they wouldn’t price adjust on something that I just ordered that won’t ship for nearly ten weeks, and after I called them and e-mailed them several times, shows a lack of nimbleness that I rarely see with most online retailers. Because it’s a custom racquet I have no choice but to buy from Wilson directly, but if it was a non-custom, I would avoid buying directly from them in the future because, relative to other online retailers, their cs people are focused less on customer satisfaction and more on internal policy.

Pay very close attention on Amazon.com to who is actually selling the item, its very shady how it gets shifted around. I've come to believe all those so called "Amazon Sellers" are actually outlets for Amazon to offload all the returned junk they have sitting around. They make it look as if these secondary sellers are untrustworthy, its really Amazon.com running fake accounts. So, the fact that Wilson clearly states no returns, cancellations, it doesn't sit wrong with me. You knew what you were doing when you ordered it. You were taking a risk. At least they are telling you that is how it is. Nobody puts policies like that on their site because it would discourage sales... Of course we would all love a fantasy world where we get checks in the mail every time something we bought earlier goes on sale. Believe me, it probably happens to everything you've ever bought... Including from Amazon.com. The nice thing would be for them to simply credit your account but nobody will do that. Ignorance is bliss. The inverse could also be true, you bought at a low price and now the price went up... I don't see many people writing to retailers asking to pay the difference in those cases. But yeah, lets punish tiny Wilson and keep believing the BS from Billionaire Bezos.... sheesh. You are flying off the handle for no reason bro. It's 70 bucks, calm down...

 

[Deleted member 775108]

I may move to Yonex after this

As long as you can easily adjust to something else this is a perfectly valid alternative. As some point I decided that I'm stuck with certain brands, stores, products etc.. so I just have to accept these kind of "losses" as another cost of being alive and not stress about them.

The thing is that in the USA, for the last 20 years, online retailers have bent over backwards to satisfy their customers when it comes to price adjustments, price matching, returns, etc. Often times they would go beyond what their policies would allow. And consumers have grown accustomed to it. This obviously hasn’t been good for the retailer but has been very good for the consumer.

This!

 

[FuzzyYellowBalls]

1. Yonex , your customized Wilsons are still made in a shanty factory in China. 2. Not everywhere is Costco.

 

[Deleted member 775108]

1. Yonex , your customized Wilsons are still made in a shanty factory in China. 2. Not everywhere is Costco.

I agree on both counts - its a huge pity that most Yonex rackets feel just as sterile as the factories they are made in.

PS - I kid... or do I?

 

[FuzzyYellowBalls]

I agree on both counts - its a huge pity that most Yonex rackets feel just as sterile as the factories they are made in.

PS - I kid... or do I?

I don't think you are wrong, but I put that in the same category as those who can't play in 100 degree weather, can't switch from indoors to outdoors, etc etc , well especially those who say the shape of the yonex head is too crazy to use lol.

 

[jmacdaununder2]

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...

Imagine how well it would handle if it was low to the ground like an actual race car instead of being compromised regarding stability & aerodynamics like all SUVs.

 

[Ombudsman]

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

Nice - love the old Bimmers. I drive the 98’ Clown Shoe myself