I purchased an Xpert Pro X-Pole for my daughter for Christmas. She's been taking aerial arts classes for about 5 years now and has been wanting a pole for practice for quite awhile. She was thrilled to receive the X-Pole and has patiently been waiting for me to install it. We intentionally waited until our older daughter's wedding to be completed because she got married here at our house and a lot of her things were in the basement where I would be setting up the pole. With the wedding over and done with, I was able to turn my attention to getting the pole installed. I prepped the area and the ceiling for installation and sat down to look at the pieces of the pole and looked over the instructions on how to set it up. After looking at the parts and comparing them to the list of parts that I should have, I discovered that I was missing the "top adaptor"... probably the smallest part on the list. I looked all over the place for the piece and could not find it. So I reached out to X-Pole's customer service and, much to my surprise, received a reply within a few minutes. Roxanne (X-Pole customer service representative) was apologetic and genuinely concerned that I didn't have the part and was very willing to help me rectify the situation. I sent pictures of the parts I had and explained that I didn't have the original box and really couldn't prove that they had made a made an error on their end. I offered to pay for the part and shipping. Roxanne explained that the picture was so that they could see if the "top adaptor" might have been inserted into one of the tubes and I might have just missed it in looking for it. After looking at the pictures, she confirmed that the adaptor was not there and said that X-Pole would send the part at their expense. WHAT?!?!? That's UNHEARD of in this day and age! And not only THAT, but she noticed that I didn't have an x-joint that I was going to be needing to join together one of the extensions to the B-Pole. She offered to ship the x-joint out as well. Who DOES that?!?!? I know... you may be saying to yourself "But they didn't ship it out in the first place, that's what they SHOULD do... it was their fault." That may be true... but I have no way of proving if they were at fault of if one of our cats has hidden the parts somewhere in the house or if my daughter picked them up and used them in an art project because she didn't know what they were. I don't think either one of those scenarios took place, but X-Pole had every right to use my lack of proof as a way to charge me for the parts and the shipping. Instead, they are acting in an honorable manner and sending the pieces to me at their own expense. Now Let me ask you this... what company, in today's climate, treats their customers like that? I'll answer for you... NOT MANY!!! If you have any qualms, whatsoever, about the customer service you might expect to receive from X-Pole... put your mind at ease. From my experience, this company is striving to do things the right way... with integrity! That's not found too often in today's society!
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