JOOLA USAReviews of joolausa.com

Terrible customer service

Agree with all comments on poor customer service and web site. They take your money paddles and then tell you it is out of stock and you wait forever yo get a refund. No credits or offer of alternative product. They have ZERO customer service. If you di get ahold of them they simply say there is nothing they can do. Why are they paying customer service people?

For a company that brands itself as a “leader” in pickleball and claims to produce the #1 equipment in the sport, Joola’s customer service is shockingly unprofessional. You would expect a company sponsoring top pros to know how to handle something as basic as a return. Instead, the experience has been nothing short of insulting. After providing all required information—including the order number, proof of purchase, and evidence that I replaced the items with a different size—I was met with pointless delays and completely unnecessary hoops. Their latest demand? Photos of unused items with tags still attached, as though a simple size return requires a forensic investigation. Calling customer service was even worse. I was told they would “try to connect me with somebody,” only to be dismissed with, “We’re busy, call back later.” That is not customer service. That is avoidance. For a company of this scale, with the resources and reputation Joola flaunts, this behavior is inexcusable. The disparity between their marketing promises and the actual customer experience is staggering. If this is how they treat customers over a straightforward return, I can only imagine the chaos if something truly serious arises. I expected better from a brand that claims to set the industry standard. Based on this experience, they don’t even meet the minimum.

Terrible company to honor warranty. They refuse to honor a warranty on a prrseus pickelball paddle because i purchase it in a Mall Store at a Puerto rico establishment and now with the Brand New Agassi Pro is a wild goose chase to at the end have them tell me that after the high cost for the paddle I have to return it and up to 7 days later after receiving it then they can ship me a replacement. What about all of that wate time? No play time waiting on them? How great they treat their clients??? Very disappointing And the damage that the paddle has they said to don't worry about it because it performs good. Really!!!

Awful company to deal with! Avoid them at all costs. Ripped me off! I ordered a racquet while visiting Australia as I have family there. They accused me of fraud since I’m from Canada. They are morons. My billing address is from Canada so they assume it’s fraud. When I looked at my credit card they actually still charged me. Unprofessional, nasty crooks! They lack in customer service skills. No apology for their wrong doing. They refunded me $10 less when I looked at the credit card statement. I’m taking this to the BBB!

I would give it 0 stars if I could. Bought the joola Magnus 16mm from an authorized dealer. 3 months later the paddles core went. I tried to claim on the warranty & they said it’s normal, as long as it is not central damage it’s fine. Avoid this product because after 3 months it’s not even worth it & breaks. They charge you over $300 for a paddle. from China & can’t even honor the warranty for a bad paddle. They tell you it is ok, if the inner core is crusty & doesn’t affect play. I find that hard to believe. Be careful your warranty will be void!! Great paddle but does not last long. It will cost you $100 a month to replace it continuously. Bad paddle & price.

We use Joola pickleball paddles and products. While the quality of the products they sell are quite good, the company itself leaves a lot to be desired. For example, their shipping/fulfillment process is one of the poorest in the industry. My latest order for "in stock" merchandise took close to a week from order date to Joola actually shipping the order. I received a notice from FedEx that a shipping label had been created by Joola but the package was never actually delivered to FedEx. It took an additional 5-days from when they notified me that the shipping label had been created for Joola to actually deliver the package to FedEx. Apparently the order simply sat in their warehouse without follow up for this period. Also, while they offer a telephone number to customer service, they do NOT actually take any calls but rather tell that you call back later. Similar issues with their email solution. While they did eventually respond, they did not actually read the information that was was required (such as order number) on the ticket you have to create.. Thus, you end up having to duplicate your efforts to get a simple reply. I have heard several others complain about the same problems with Joola and even my local merchant said that Joola was very unresponsive and slow in shipping their commercial orders - worse than all the other manufacturers they deal with. Apparently, there is NO urgency at Joola as they continue to take weekends off even when shipping department is so painfully slow and inefficient in fulfilling and shipping merchandise.

I bought two Joola Perseus 14mm paddles in March 2025 from SCS Sports, Mumbai. Within 3–4 months, both paddles developed a clear defect: core crushed, rattling noise, and inconsistent pop. Despite registering them for warranty and extended warranty, Joola India refused to replace or repair them, citing model discontinuation which has nothing to do with the clear manufacturing defect. I was forced to buy new paddles from another brand just to keep playing. I trusted Joola for its quality and service — this experience has been extremely disappointing and unfair. I hope Joola Global looks into this and stands by the brand’s name. #Pickleball #Joola #Warranty #ConsumerRights