ComplaintsforTennis Warehouse

• Initial Complaint

  02/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I recently visited the tennis warehouse website and noticed they had a tennis racket trade-in program. It lists out the instructions, which I followed precisely. First, I called a specialist on the phone and they provided me a quote for a tennis racket that I owned. The quote was for $89 if the racket was in “A condition.” I ordered a new tennis racket from tennis warehouse relying on this information. Then, following their instructions, I mailed back my prior racket that I had been given the $89 quote for. Several days later, tennis warehouse sent me an Email telling me they would pay me $41 for my racket that they just quoted me $89 for! I spoke with somebody and they refused to honor the original quote, despite the fact that my racket was in fact “A condition” which tennis warehouse confirmed. They updated their offer to $50 with $10 store credit but I feel taken advantage of and deceived nonetheless.

  

  Business response

  02/29/2024

  
  
  We appreciate your feedback regarding your recent trade-in experience with Tennis Warehouse.  We apologize that your experience has been less than satisfactory are happy to resolve the situation.
  
  There seems to be some confusion on the initial trade-in quote via phone as the noted trade-in, the Wilson Burn 100 v4 Racquet, currently retails at $49.00. Therefore, quoted trade-in values are always less than the current retail price of the racquet, typically by half. We sincerely apologize for this initial misunderstanding.
  
  While quotes for trade-ins are given via phone, to confirm the model and grade are as described, trade-in offers are sent via email. This ensures the all parties are in agreement. Our records indicate that upon receipt of your trade-in offer, you spoke with a representative that raised the offer from $41.00 to $50.00. Subsequently, and an additional representative issued a store credit of $10.00 for your frustration.
  
  To honor your initial quote, we would be happy to offer a refund or store credit for the $30.00 difference. ($89.00 Quote minus $50.00 Refund minus $10.00 Store Credit) Please advise how you would like us to proceed.
  
  Once again, we very much appreciate you sharing your experience with us and value your business. We look forward to hearing from you soon.
  
  J******
  Tennis Warehouse

  Customer response

  02/29/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21234605, and find that this resolution is satisfactory to me. I REQUEST THE REFUND OPTION. I MAKE A LOT OF PURCHASES FROM TW SO TRUST THEY CAN PROVIDE THE $30 refund on a recent order or mine. 
  
  Regards,
  
  C**** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  09/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been regularly shopping on TennisWarehouse and am happy with most of my purchases, except for order #14833245. The string is very loose (far away from what I requested 56/54lbs). Besides, everyone I played with can clearly (and immediately) tell that the sound when I hit is so weird. I suspect it is not just the stringing issue; the racket might have some problems as well. I am requesting a return or a replacement.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi Drew, I hope you are doing well. Apologies for reaching out to you. But we have been running into an issue with getting a refund for the last 2 months. We ordered over $2,000 worth of items from the tennis warehouse and we are happy with almost all the orders except one. Order #: 1****702: $393.01. (Partial order that I have an issue with approximately ~$270) 1****701: $660.96 1****400: $215.78 1****945: $704.16 15****26: $136.04 Background: The order number 1****702 was shipped in 3 batches. After the first shipment, we requested to redirect the other 2 shipments for "KSwiss Hyper Courts" to my NY address on April 8th The team asked UPS to redirect the first hypercourt to my address in NY, but UPS was not able to do that and returned the order to you without it being sent to the Atlanta address on April 19th. Customer service even put a note on the order. However the hold was put incorrectly (per customer service). I followed up with customer service and they said the payment was refunded to my PayPal on April 23rd, but attaching my PayPal Statements also, that is not true. We then proceeded with filing a PayPal dispute. Your team advised us to close the dispute so they can process a refund. We did that and requested the order to be canceled, but the day after we sent 2 emails to your customer service, the third shipment was also sent out to the Atlanta address. I have asked to be refunded. We have requested the resident of the Atlanta address to return the shoes if they can, but cannot guarantee that, but it's just not fair that we are trying to get this resolved for months for $270. We are not trying to cheat the system. Just trying to get our money back, but hitting roadblocks. We have sent a few emails to customer service and have not received a reply from them recently. Everytime we talk to someone on the phone, they say it will take 5 days, but we are not sure when this clock starts.

  

  Business response

  06/07/2022

  We have made sure to contact the customer via email on June 7th, 2022 after being unable to reach them with a phone call and will continue to follow up on the matter. All funds have been returned to the customer and record of this has been provided to the customer. We have provided a copy of the correspondence below that was sent to m*************@gmail.com. If there are any further questions, please let us know. 

  
  

  Hello,

  
  

  Thank you for your response.

  
  

  We are sorry that we couldn’t successfully contact you via phone about order 15056702. We apologize for the confusion regarding your shipment and can confirm that both KSwiss Hypercourt Supreme shoes were received via our returns team and refunded. We have provided confirmation with their order numbers below. You may also reference your PayPal transaction numbers for your refunds. We also would like to offer a $20 store credit since there was lack of clarity on where the items were to be shipped to, and how long it takes for a return to be processed. The last Kswiss shoe was processed May 23rd, 2022 but was not successfully refunded, due to processing delays, until May 26th, 2022. This exceeds our normal processing time of 5-7 days from the returns arrival at our facility. Please reference transaction number 02U47299JN7088327 and 0WS67254BD4057519 to confirm your refunds with Paypal if necessary.

  
  

  Furthermore, please confirm that you have accepted our compensation for the inconveniences you have experienced, as the store credit will not be created until acceptance is received via email. 

  
  

  At your earliest convenience, please confirm how you would like to proceed.

  
  

  Sincerely,

  
  

  ****** B. | Customer Service Supervisor

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