Ordered a thousand pounds worth of NEW equipment, now lying unusable on my floor. The X Pole stage which I waited weeks for arrived in a damaged box and case, and the stage frame itself bore a large mucky footprint, was thick with dust and dirt, had a chipped centre pole section, the velcro ties were loose in the case, several of the smaller sticky velcro tethers were off, twisted, filthy and had left glue all over the stage frame. The carrying case had only three screws out of eight for the wheels! This is a USED item, not a new one. These extremely heavy articles Do Not gather muck in their cases fresh off the production line! I sent photos to X Pole and their technical rep Chris Chiassaro replied: "In regards to the marks on the stage we wouldn’t replace a base unit for marks like this as it will not affect the use of the stage and after a couple of uses the stage base gets scratches and marks on it due to the plates rubbing when using the stage." which leads me to deduce that the item had indeed been previously used. However, Chris Chiassaro then said; "I said the stage bases end up scratched after a few uses. I understand your frustration that the stage has not arrived in perfect condition. The Truth is The X-stage is a heavy product that can get knocked about in shipping!" I can just see that working with his new car... *I understand your frustration that your new lamborghini has arrived dirty, dusty, dinged up, but you must understand sir, it's a heavy item, and they do get banged about a bit in transit". Pull the other one! I paid for a NEW item in new condition, not something banged up in transit, and filthy. And in these days of Covid, we are also looking at contamination issues. Excuses from X Pole regarding lack of staff because of Covid. Didn't stop them sending out a filthy used item and charging for new though. I don't want money off, I want what I paid for. This kit weighs nearly 200kg. I bought the whole kit, and without one part, the rest is redundant. How am I to get this back to the manufacturer? Utterly appalling customer and tech service, and it appears, no knowledge of the consumer rights act which states; Goods must be fit for purpose and free from defects and damages. Absolutely livid. Official complaint has already gone in to X-Pole and Trading Standards. Purchase made with my ACTUAL name, not my email ID.UPDATE: Now Joey Payne, marketing director at X pole, having offered to replace the x stage, asking for my phone number and being refused it, is refusing to replace the x stage lite, stating that they cannot guarantee their logistics company won't BREAK IT! They prefer to refund. What kind of business is this? I don't want a refund! I want the products I saved for so long for and bought! Is that such a problem for this company? The problem being, the X stage Lite they sent to me was not damaged by logistics, it was filthy, scratched, chipped and showed every sign of being previously used. WHY will they not replace it? Without this item, the whole purchase package is useless. X Pole are an absolute JOKE. I have every bit of communication from this company and will be taking this a whole lot further. They are taking money for orders they cannot fulfil, creaming off interest and leaving performers in the lurch.
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