If I could give minus stars I would. Customer service is shockingly bad. Unfortunately the pole that I bought didn’t fit so I returned it. They don’t offer a returns service so I took it on the chin and paid £35 to pay to return the pole, combined with the £11 delivery I paid from them to me, this takes my delivery charges to nearly £50 already. I get a confirmation email from the delivery service the next day that the pole was delivered. A few days later, still no communication from X-Pole. So I email them asking if my refund is being processed and have they received my pole back. I get a response from Lara saying that a partial refund was given. When I questioned why this was she said it was a repackaging fee. I responded and said it was returned in the exact same packaging as per their website so how could that be possible. She replied saying ‘ The item came back without the shrink wrap around the pole and also there was damage to the upper dome of the item.’I replied and said there was no way that I caused damage to the dome as I only removed the two main poles. And were they saying that a piece of shrink wrap equates to over £30? I requested a photo of the so-called damage that I’d caused but never got one. I had no reply until I emailed again requesting a response. The response was ‘ The re-packaging fee is not simply just for the re-packaging itself, it also includes the handling, admin costs to raise credit notes, re-stock and re-packaging.’ I replied with the following ‘The item that I returned to you was not damaged in any way, was returned within 30 days and was in the original packaging. You said shrink wrap was missing so therefore you are saying that some shrink wrap equates to over £30 worth? I don’t think so. I want a full refund or I can get you a quote of how much a couple pieces of shrink wrap cost at wholesale price and you can refund me the difference. I’m already £46 down as you don’t offer a returns service and on top you are now trying to get more money out of me.I will be nearly £80 down for absolutely nothing and it’s disgusting that you treat your customers like this.’I have not had a response since then. I am appalled with the way that X-Pole are blatantly trying to charge their customers extortionate amounts for inadequate reasons. I will never ever use X-Pole again or recommend to any of my pole friends. Go with Platinum Poles.
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