Review Time
Terrible terrible experience. Their customers service is awful and the way that they run things is awful. I specifically requested that it did not require a direct signature when I was checking out because I live in an apartment with a mail room and thought that fedex might not deliver it, due to not being able to enter my apartment complex. Fed ex is telling me that I cannot change anything and that Xpole all placed restrictions on MY order. Therefore I cannot opt to pick it up from a nearby Walgreens or FedEx store. All of this is delaying my order. No one has gotten back to me from Xpole, dispite multiple attempts. Also, it seems stupid to me that Xpole would continue to utilize Fedex, since it seems that many people have so much trouble getting their poles delivered from them. This is upsetting and I am very much so disappointed in this service/process! Terrible company to spend over $1,200. 10/10 would NOT recommend!
Their customer support is extremely subpar for the amount of money a customer spends on their merchandise. When you have an issue, they don’t fully look into it and don’t read to comprehend when you email. No one ever picks up the phone and they take multiple business days to answer you. I’m definitely going to the BBB if I can’t get a refund on an order I never received a product for. They bounce you around between the few associates they have and steal your funds like it’s funny.
Ordered the xpole sport several weeks ago, I am athletic and into dancing etc so wanted a challenge hence why purchased the sport pole starting off… absolutely amazed my husband even did a fireman Sam he is 6,1 and about 15st to ensure ok for me lol he enjoyed doing that really, very impressed! no screws, very confident on it, delivery was excellent and very quick and informative.. cannot fault! Worth the money for safety and quality thank you xpole I’ve already become addicted ;)
Ordered a black silicone x stage lite and it literally arrived within 48 hours of me making payment. Lara is always so quick to respond to emails and is very helpful. Great company with fantastic customer service levels.
I was missing a piece to my permanent ball mount to allow my pole to spin properly. I emailed X-pole and called many times thinking calling would be quicker and more helpful, but Melissa Mares emailed me back extremely quickly with next steps in getting me the missing piece and made the process so easy! I am so thankful for her help and next time will definitely email Melissa. Thank you Melissa and X- pole!
We redid our floors and the pole for my pole stage just didn't make the cut with the floors being raised, so I was confused when ordering a shorter extension. Melissa Mares walked me through the sizing options and after I got the new measurements of floor to ceiling, I was on my way. She was an absolute superstar, very patient and thorough on explanations. I felt so relieved. Pole family is always the best family!
HORRIBLE EXPERIENCE. I ordered my custom pole on September 15th, received it a few weeks later and tried to install it with my friends. After trying for 3 days straight to attach the extender to pole A and B, thinking we were doing something wrong, one of my friends told me they sent me the wrong piece for pole B. I sent in photos to Roxanne and it was in fact the wrong piece. Conveniently, Amy was out sick so I couldn’t get my correct product right away. I waited a week for the item to be reshipped to me. Common mistake right? So I didn’t make a big deal about it. WRONG PIECE SENT AGAIN. The same pole B part was sent to me. Literally the exact same piece! I stayed calm and Amy advised me that they would reship it to me overnight. She and the technician assured me that the right piece would be sent overnight. And it was overnighted but..IT WAS THE WRONG PART AGAIN!!!!How do you send me something wrong not once, not twice, but THREE damn times! I paid over $700 for a pole I’ve had for a month and unable to use. Not once did they over a partial refund or anything! Amy dodged my request numerous times. She finally said she’d ask her manager about a shipping refund. That does me no good! I had to cancel (pay fees) for the pole company who was scheduled to come out and install it THREE times because of this bs! I will NEVER EVER refer anyone to XPole! First and last time for me doing business with them! We’ll see if my “correct piece” arrives.EDIT: Since XPole felt the need to respond about me giving them one star. I had to ASK for a compensation after none was offered to me after receiving the wrong item THREE times. It is not my fault that you have inexperienced workers at your warehouse who don’t know how to distinguish between different poles. Y’all are not doing me a favor by overnighting the item because that’s what you are supposed to do when YOU mess up. You mentioning that me ordering the wrong pole at first has nothing to do with the fact that you sent out the wrong piece three times so that was irrelevant. And the wrong pole wasn’t even shipped out yet when I caught the mistake and notified y’all, so again, that is irrelevant.You saying I ordered a standard pole literally had NOTHING to do with it so why even mention it??And over the phone, you all said you were going to PARTIALLY refund the $200 shipping fee, it wasn’t until I told you that I did not want a partial refund that you are agreed to issue the full refund. Again ONLY $200 you never said $300.Update again: they refunded me ONLY $200, just like I knew they would. Putting on a front to make it seem like they were doing more when they lied!Update: only updating my rating due to the manager calling me & correct piece came, finally.
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