Review Time
Melissa is a gem! She sent me an email promptly after I missed her phone call and she’s a wonderful person to talk to. Despite Covid delays, my phone wait was not long at all and order delivery is as predicted. So glad we got the order fixed and on it’s way! After all this anticipation I will be flying high for my birthday 🥳
I had to give Melissa 5 stars, for her patience and understanding. She worked with me on ordering a part in which I was clueless. I needed help with X-Pole part my wife pole was missing. I had no idea what I was trying to explain, and Melissa took the time to work with me until she got a better understanding of which part I needed. This was after I ordered the wrong part! I would love to send her a "Thank you card" if at all possible. Melissa you are a rare Gem, especially these days when it comes to customer service, we need more people like you... Again my wife and I thank you...
I reached out to Xpole to inquire about an order I placed for my girlfriend. After a short computer interaction, i was forwarded to a message machine held by a Caroline, and I left a message. Not an hour later I was called back by a friendly associate of Xpole named Caroline! She was knowledgeable and quick to answer all of my questions. I truly enjoyed my experience with her and I look forward to future business with Xpole! Thank you so much for a great customer experience in a time when great customer experiences are rare! 10/10 A+++:3
not only that but they tried to have my review taken down for "falsyfing information" in my review leaving them in a negative light. I've never seen such a display where a company tries harder to supress a CLIENTS voice after the fact rather than do a good job the first time around. 10/23 HER RESPONSE"Hey Asia - thank you for your detailed review. Sorry that your experience was not so positive. But you were repeatedly told that your package is being shipped via Fedex. All pieces you had purchased have now been delivered and we have closed your case. This was done during a time when all orders were subject to a 30 business day delay."The fact that you didn't tell me it was up for delay and are still pressing me is my issue! it Had you had as much communication as you do justifying your mistake rather than only address the matter after I posted to multiple public forms which appeared to garner your attention is the most bothersome fact about it. 10/22 Update: I was given a call from Melissa only after complaining on social platforms like IG, Twitter & AND leaving a negative review. She called me once to resolve the issue & finalllyyyy sent me my shipping details after weeks of no response. Then, she called me AGAIN to kiss up & say I didn't get the tracking details not because she hadn't sent it but bc it was FedEx (USPS informed tracking covers all of those lol the reason I never got the details is cause she never sent it and she dared try to blame ME yet again for HER mishap.) I don't think she gathered that I was the same person who left this review because she called me and I had to tell her she already "resolved" the issue. But only reaching out and giving me the impression that she called after she saw the bad review is not the way to handle this. Am I'm pleased with my extension? Sure. After months of waiting for one part who wouldn't be? But I still would NOT recommend that anyone buy Xpole USA products during COVID or any other for that matter. When people put their money into a company they expect certain levels of results, but The level of incompetency is staggering. Not how you run a business unprofessional doesn't even begin to cover it IMO...10/16: Melissa has misinformed me about my tracking details. She told me repeatedly, week after week, that my extension was being sent out. I have yet to receive tracking details which only means one thing: I has NOT been sent (I have USPS informed delivery so they would notify me if I had a package coming through). Not only that, but she essentially blamed me for ordering the wrong size after I sent her photos of my pole and the SKU number which can be traced back to her warehouse with the proper measurements.. I'm a novice dancer with high risk so I bought a pole to dance at home in July and I'm still unable to put it up. She's the expert but she really dropped the ball here. I still have yet to receive tracking details & I'm extremely bothered by the fact that she has left me in the dark. The entire experience left a bad taste in my mouth. I don't recommend buying an Xpole solely because of the poor customer service I received directly from her.
Carolina was very helpful with explaining that my xpole was shipped back ! I had no idea, and she took the time to give me the new tracking number verbally and via email. I feel secure knowing that I can expect my package to arrive in a timely manner. Carolina was sincere in making sure that I knew I had the option to receive a full refund or repay for shipping to have my xpole re -delivered. Because of Carolina’s upbeat spirit and kind attitude, I wasn’t even upset about paying for shipping again! Thank you!
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