Buyer beware: if you order a high-end tennis racket to be pre-strung from the factory, it will not arrive pre-strung and Wilson's customer service team will not do a thing to make the situation right. I paid to have my Clash 100 V3 pre-strung with NXT string from the factory, but I was shipped an unstrung frame; there weren't even strings in the box. On the phone, Jose Carlos on Wilson's customer service team agreed to issue me a refund for the strings I did not receive, plus a refund for the cost of labor to get my new racket strung locally. Then, over email, he recanted and told me my only two options were: 1. A refund of $24 for the strings I did not receive; or 2. Return the unstrung racket I received and then place a new order on wilson.com, and cross my fingers that the second racket actually shows up pre-strung. I suggested an alternative solution of Jose placing a rush order for a new pre-strung racket to be overnighted to me; of course, the answer was "no." I took my new racket to a local stringer, paid $25 in labor to have it strung, then shared the receipt with Jose and asked that he refund me a total of $49 ($25 for the labor cost that should have been handled at the Wilson factory and $24 for the strings I did not receive). After threatening to initiate a dispute with my credit card company, Jose gave me a total refund of $30 to make me go away. Is the cost of having my racket strung locally going to break the bank? Of course not. But when a huge, well-established global brand like Wilson makes a very obvious fulfillment error and then chooses to do battle with its customers instead of putting in some effort to rectify the mistake, it deserves to be called out publicly. It would have cost Wilson $25 to keep this customer happy and excited to play his new racket; instead, they chose to be rigid and unhelpful, and now they've lost a customer. I will now go out of my way to purchase products from Wilson's competitors in the future. Their handling of this situation is especially absurd when you consider the resources at Wilson's disposal: they're owned by a huge sporting goods conglomerate (Amer Sports), who is in turn owned by an even larger sporting goods conglomerate (Anta Sports).
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The Wilson Sporting Goods Company is an American sports equipment manufacturer based in Chicago, Illinois.