Tennis Warehouse

** - As stated by the Business.
 
The Customer was given a Customers Dissatisfaction Refund of $ 125.93

The issue has been resolved directly with the customer.  The initial misunderstanding occurred because the racquet was purchased brand new, therefore the "Used Racquet Return Policy" mentioned by the customer would not apply.  All products purchased as new must be returned in new...

condition.  Instead of returning the racquet back to the customer, we gave 75% credit back in the form of store credit.In communication with the customer, we came to the resolution of an 85% refund, due to the fact the racquet was only played with one time.  Going forward, we have notified the customer that we offer a very easy to use Demo Program, which is great for trying any racquet when you are not sure which one is best.  As always, customer satisfaction is of utmost importance to us, and we hope we have resolved this issue to the satisfaction of this customer.Sincerely,[redacted]Customer Service ManagerTennis Warehouse[redacted]@tennis-warehouse.com###-###-####

The order in this situation was one affected by an internal hardware issue, and was unable to be shipped.  We wrongly assumed it had been replaced already, and cancelled the original order.  The customer has been contacted, and they have received their demo package.  To the customer,...

we apologize this package was delayed due to being cancelled, and hopefully the situation has been resolved to your satisfaction.  If there is anything else we can do for you, please do not hesitate to ask.Sincerely,D[redacted]Customer Service ManagerTennis Warehoused[redacted]@tennis-warehouse.com###-###-####

Review: I bought a Babolat AeroPro racquet and it was defective.After just a few occasion of play the racket literally cracked in the frame.I contacted the business for an exchange but I received no reply. The item was defective.Desired Settlement: I am OK with an exchange and/or refund for the value of it.

Review: Tennis Warehouse has a return policy that provides for a full refund. They gave me a reduced amount on a store credit. When I complained, they told me that the racket was used. I of course disagreed with this assessment. When they offered me no solution or even compromise, I told them that I would dispute the charge with my credit card company. They told me that if I did that, I would be banned from making any future orders.Desired Settlement: Refund

Business

Response:

A full refund will be issued immediately. Our returns department identified the returned racquet as being used prior to its return, therefore the racquet could not be re-sold as new. For this reason a partial store credit was issued to the customer and the racquet was sold on our website as used at a lower price. That said, as we are no longer able to confirm the condition of the returned racquet we will issue a full refund of $177.95. Please let me know if you have any further questions.Sincerely,E[redacted]Tennis WarehouseCustomer Service Manager[redacted]@tennis-warehouse.com805-540-7939

Review: I supposed to get full return within 30 days of invoice and get refund in the form of original payment method. It is not acceptable to get $50 less than I paid (I paid 203 and refund 150) and refund is in form of store credit. I want full refund to my credit card. I don't want the store credit in case I don't want to buy anything from them anymore. The following is their return policy.Racquets purchased as Used (including demos) can be returned within 30 days of the invoice date for a full refund.Once your return is received, the refund will be applied to your original method of payment. Please allow two business days for your return to be processed. Please note, depending on your credit card or bank, it may take 2-10 business days for the refund to post to your account.Desired Settlement: I would like full refund to my credit card or in a bank check but not store credit.

Business

Response:

The issue has been resolved directly with the customer. The initial misunderstanding occurred because the racquet was purchased brand new, therefore the "Used Racquet Return Policy" mentioned by the customer would not apply. All products purchased as new must be returned in new condition. Instead of returning the racquet back to the customer, we gave 75% credit back in the form of store credit.In communication with the customer, we came to the resolution of an 85% refund, due to the fact the racquet was only played with one time. Going forward, we have notified the customer that we offer a very easy to use Demo Program, which is great for trying any racquet when you are not sure which one is best. As always, customer satisfaction is of utmost importance to us, and we hope we have resolved this issue to the satisfaction of this customer.Sincerely,[redacted]Customer Service ManagerTennis Warehouse[redacted]@tennis-warehouse.com###-###-####

Advertising 2 day free shipping but it has been 5 business days already and my order haven't been shipped yet. when contacted they say they are behind and offer no incentives for the delay.

Review: Tennis warehouse advertised a Babolat tennis bag for $0.00 on 2/21/15. I placed the order and was going to be charged $5.95 for shipping. The next day the sent me an email with a confirmation order# and a $40.90 Charge. I cancelled the order and they said I would not be charged. They said it was a glitch in their system that the bag was listed for $0.00. I said ok fine. They took the $40.90 from my checking acct and still have not refunded my money 3 days later. First, they said it would be fixed on Monday since it was he w/d and banks were closed. Then they said it would take a couple of days to refund my money. I don't know if they are messing with me or what but they have lied repeatedly about their refund policy and procedures. There was no glitch in their system when they took money from my acct without my authorization, was there? Now they want to hold on to my money because they can, who is going to stop them? I sent them an email and still have received no response. I was not trying to get free stuff when I began shopping on their website but simply was responding to a price for a product. I could have argued with them til they decided to honor their listed price if I wanted to. However, I certainly did not expect it to take this long to get my refund for something I never authorized to be charged to my credit card in the first place. They can not continue to treat people like this. There has been no effort to assure me that this would be corrected in a timely manner nor explanation as to why they charged my account without prior authorization.Desired Settlement: I want my $40.90.

Business

Response:

As stated by the Business. Our response would be as follows:Having not seen the complaint until today, I have spoken to the customer this afternoon, and have resolved the issue. The amount was actually never charged, but was a pending hold that took about five business days to drop off the customer's account. A representative from Tennis Warehouse should have contacted the customer's bank to have the charge removed sooner, but this was not done in a timely manner. Tennis Warehouse takes full responsibility for the entry error which resulted in the zero dollar price being posted, and the pending hold that followed.As a company that prides itself on its customer service, we hope we have resolved this situation up to this customer's standards. In the end, the pending hold has dropped from the account, and we have fulfilled the original order at the price that was posted, $0.00.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10464548, and find that this resolution is satisfactory to me.

Regards,

Review: Regarding order #78[redacted]6 and 7[redacted]67:I purchased tennis dresses from Tennis Warehouse and had to return three of them because they did not fit. I tried them on once, repackaged them in their original packaging and sent them back that week. Well, a couple of weeks later, I received an email saying that the dresses were not returned in "re-sellable" condition and I can only have store credit. I never wore them and apparently, they want to keep my money because perhaps they don't have it to return? In addition, in researching Tennis Warehouse reviews, I came across a website "www.resellerratings.com" that requires reviewers to provide order numbers and order dates for verification (so you know they are legitimate reviews) and I was alarmed at how many consumers have also been deceived by this company, especially international consumers. I hope that the staff at The Revdex.com will research this company...something very fishy and deceptive is going on here.Desired Settlement: I would like a refund please.

Business

Response:

** - As stated by the Business.

The Customer was given a Customers Dissatisfaction Refund of $ 125.93

Consumer

Response:

Review: 10197484

I am rejecting this response because: First, there was no response text from Tennis Warehouse in the attached document. Second, the company gave me a refund only after I told them I had reported them to the Revdex.com. Regardless of the refund, I still maintain that this company does not honor their own published return policy; instead of making up false reasons for withholding customers money, they need to either honor their policies or correctly publish what their policies are. I hope that the Revdex.com will research all of the other LEGITIMATE online complaints (like the ones on www.resellerrat I ngs.com) they are receiving to the same deceptive practices.

Regards,

Review: I purchased a racquet at tenniswarehouse.com on January 27 2014 (Order #72[redacted]1). After playing with it for several hours I noticed that it was defective. So I sent it back and asked for an exchange. They received the racquet on February 11th. By February 24th (2 weeks later), I haven't heard from TennisWarehouse so I emailed them to know what the status was. They explained that they would have to sent it to the manufacturer and will let me know if the racquet was indeed defective. Depending on that they would evaluate if they could proceed with the exchange. At this point I asked for a refund but they said that they would have to wait until March 25th for the manufacturer to decide if the racquet was indeed defective. That means that they would keep my money ($199) and my racquet for almost 2 moths and they just wash their hands by saying that it is up to the manufacturer to determine if I will get an exchange or not. By the way, if I don't email them, they would've waited another month or more to let me know the status.I have been playing tennis for over 20 years and I can tell that the racquet was defective, I'm not making it up. I have been a loyal customer of TennisWarehouse for years and it is unacceptable that because I got the misfortune of getting a defective racquet, that I now have to wait for 2 months to "maybe" get my money back. It is not right to give this selfish treatment to a loyal customer, or to any customer for that matter.Desired Settlement: Refund 100% of my money back to my credit card ASAP.

Review: Subject:Unprofessionalism conduct by Tennis Warehouse(TW) customer service canceling customer's order without consent.Incident:Original order # 8560146, date 6/23. 4 demo rackets were sent to me but W[redacted] 98 (18x20) was wrongly stringed on the racket. Asked TW to string it correctly. TW promised to return. The 1st e-mail was sent on 6/25. On 6/28, Mr Jess Heinrics replied, "If you do not wish to ship the racquet back to us at this time to have it restrung, we would be happy to offer you a free demo credit for a future demo order. You are welcome to use this credit to demo the same racquet, as well as three other racquets you are interested in demoing. Please contact us as to how you would like to proceed. " (I could not return because I needed to test out other 3 rackets and TW allow customer to hold 1 week)And my reply on 6/29 to Mr Jess was, "Shortly we are returning all demo rackets. I would like to demo more rackets for my son. So I will order 4 demos again and if you can restrung blade 18x20, you can ship with other 3 that I am going to order. " On 7/4 I ordered with 4 demos including W[redacted] 18x20. Order # is 8[redacted]48. On this order, TW did not charge me confirmed by Mr C[redacted] @ TW. After this I have asked Ms E[redacted], Ms. A[redacted], and few other customer services about when the demo rackets will be returned. Their answer were "waiting for the racket to be returned from other customers".On 8/3, I asked when demo rackets will be shipped but no reply received. On 8/5, I asked again then received e-mail back on 8/6 from Ms. D[redacted] that my order was "canceled by my request" which I did not ask to cancel. (No business ethics!!)Evidence is below from E-mail."Your order has been cancelled as requested. Please email or call if you have any further questions or concerns." E-mail from her indicated cancelled by KID on 8/6/15. I never talked to KID.If needed, I will provide the evidence of all conversation.Desired Settlement: Cost of the demo racket is not expensive but attitude of customer service is not forgivable and there is no professionalism in their conduct.(No ethics)Resolution:Ship the demo rackets which I ordered immediately. Order # is 86[redacted]48 with their expense.If they can not ship immediately, separate the shipment in 2~3. (ship the demos they currently have and ship remaining later).I would like to receive official apology letter from the person who canceled my order which I did not cancel.

Business

Response:

The order in this situation was one affected by an internal hardware issue, and was unable to be shipped. We wrongly assumed it had been replaced already, and cancelled the original order. The customer has been contacted, and they have received their demo package. To the customer, we apologize this package was delayed due to being cancelled, and hopefully the situation has been resolved to your satisfaction. If there is anything else we can do for you, please do not hesitate to ask.Sincerely,D[redacted]Customer Service ManagerTennis Warehoused[redacted]@tennis-warehouse.com###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10755923, and find that this resolution is satisfactory to me.

Regards,

K[redacted]