Xtreme Pro ApparelReviews of xpagear.com

Response from Xtreme Pro ApparelJan 29, 2024

We want to assure you that we have fulfilled our promise of sending your order within the specified production time, taking into account any holidays when our office was closed. Please note that your order was shipped on January 19th. However, we regret to inform you that there have been weather-related delays from UPS, which are unfortunately beyond our control. As a result, your order is currently in transit. UPS Tracking: 1ZA526E80315328420 During the busy peak season, which includes holidays, we typically request a production time of 15-25 business days. In this case, your order was completed in 24 business days.

Response from Xtreme Pro ApparelJan 24, 2024

We have already addressed your review and promptly responded to it. However, it appears that your current actions are aimed at artificially lowering our ratings and potentially damaging our business. Here's our response again: Hi Robert, thank you for taking the time to share your feedback with us. I'm sorry to hear about your experience with our customer service and the quality of the singlets received you feel were inadequate. To clarify, you placed an order through a team store set up by the head coach/lead. We absolutely offer phone and texts for placing orders as is the standard. Our policy of only allowing email communication for customer service is to ensure clear and accurate communication with our customers through our help portal, as phone conversations can often lead to miscommunication or missed details. However, I understand that this may not have been the most convenient option for you and I apologize for any inconvenience this may have caused. Regarding the delay in fulfilling your order, we did have some challenges during that time which resulted in a longer processing time than usual (by about 5 business days outside our normal promised window). We take full responsibility for any delays or complications with orders and are working tirelessly to improve our processes to avoid these issues in the future. We even rushed the order at no cost once it was complete. The team store date was reopened due to parents ordering the incorrect sizes, etc, which was the case in your first order. We even refunded you part of the purchase to help offset a mistake that was not our fault. Regarding the quality of our singlets, we stand behind our products and want each customer to be satisfied with their purchase. We offer a satisfaction guarantee per the care instructions of the garments, and would be happy to work with you on a resolution that meets your needs. We truly value your business and appreciate your candid feedback. Please reach out to us at [email protected] if there are any additional concerns or issues we can help address. Thank you for choosing XPA Gear for your wrestling club's gear needs.

Response from Xtreme Pro ApparelJan 24, 2024

Hi Robert, thank you for taking the time to share your feedback with us. I'm sorry to hear about your experience with our customer service and the quality of the singlets received you feel were inadequate. To clarify, you placed an order through a team store set up by the head coach/lead. We absolutely offer phone and texts for placing orders as is the standard. Our policy of only allowing email communication for customer service is to ensure clear and accurate communication with our customers through our help portal, as phone conversations can often lead to miscommunication or missed details. However, I understand that this may not have been the most convenient option for you and I apologize for any inconvenience this may have caused. Regarding the delay in fulfilling your order, we did have some challenges during that time which resulted in a longer processing time than usual (by about 5 business days outside our normal promised window). We take full responsibility for any delays or complications with orders and are working tirelessly to improve our processes to avoid these issues in the future. We even rushed the order at no cost once it was complete. The team store date was reopened due to parents ordering the incorrect sizes, etc, which was the case in your first order. We even refunded you part of the purchase to help offset a mistake that was not our fault. Regarding the quality of our singlets, we stand behind our products and want each customer to be satisfied with their purchase. We offer a satisfaction guarantee per the care instructions of the garments, and would be happy to work with you on a resolution that meets your needs. We truly value your business and appreciate your candid feedback. Please reach out to us at [email protected] if there are any additional concerns or issues we can help address. Thank you for choosing XPA Gear for your wrestling club's gear needs.

Response from Xtreme Pro ApparelJan 29, 2024

Krista, I am sorry to hear about your frustrating experience with our customer service and shipping delays some of which were beyond our control due to sever weather. We noticed your delivery date was delayed almost 5 days due to a request to change the date + location to a pickup resulting in additional delays. However, this is certainly not the level of service we strive for at XPA Gear. Thank you for bringing this to our attention and providing specific details about your order. I will personally look into this matter to ensure we address any issues with our production timelines and customer support processes. Please know that your satisfaction is important to us and we want to make things right for you. We value your feedback and will use it to improve our services in the future. Thank you for choosing Xpa Gear and for giving us the opportunity to serve you.

Response from Xtreme Pro ApparelJan 11, 2024

Our sales team handles all accounts to ensure efficiency and avoid any downtime. We want to clarify that none of our customers work with just one dedicated person. We understand that you may prefer to work with another person, but please know that multiple people are responsible for your account. Regarding the edits on your orders, we want to assure you that we give our artists one business day to complete edits and return them to you. With over 15 edits across your four orders, this process does take time. It is important to note that the submitted PO was given to us on December 1st and was ready to ship on December 26th. Our normal turnaround time is 15-25 business days, so we finished ahead of schedule. However, the issue arose when your school delayed paying us. We have been requesting payment from you since December 21st, and we finally received payment on January 10th. We want to emphasize that this delay in shipping is not our fault. We completed your products on time and have been patiently waiting for you to pay so that we can ship them to you. Order updates: #14061 - 1st order: UPS Tracking: 1ZA526E80300735768 #13640 - 2nd order: Shipped today, received payment yesterday. #14097 - 3rd order: It's been 17 business days, and we're waiting on payment still. #14264 - 4th order: It's been 14 business days, and the order is not ready yet. We require (15-25 business days on all orders, unless a rush is paid.)

Response from Xtreme Pro ApparelDec 21, 2023

Douglas, Your partnering coach, James McFillin, has already provided a review for the same team. Therefore, we will be responding with the same feedback. We'd like to clarify the details of the situation. You gave your approval for the mockups that included the specified pantones. We have evidence demonstrating that the pantone you approved is the one you received. Additionally, you threatened to publicly criticize us unless we provide you with complimentary singlets in a new gold color that you personally envisioned. We extended an offer of discounted singlets priced at $22, as we were not at fault in this matter. However, you declined the offer and maintained a position of no fault. Your resolution expectations are not feasible and outside our policy.

Response from Xtreme Pro ApparelDec 21, 2023

Courtney, Our dedicated customer care team is committed to resolving any issues promptly by thoroughly examining all the details. I'm pleased to inform you that your fight shorts are currently being reprinted at no additional cost, and your order of 8 singlets is being worked on. Please keep in mind that if the problem stems from a manufacturing error, we will always prioritize serving our customers. We kindly request that you consider revising your review, as we are actively working towards rectifying your order. I wanted to provide you an update on the latest developments, even though I am aware that you have discussed this with our care team already.

Response from Xtreme Pro ApparelNov 20, 2023

Dear James, We'd like to clarify the details of the situation. You gave your approval for the mockups that included the specified pantones. We have evidence demonstrating that the pantone you approved is the one you received. Additionally, you threatened to publicly criticize us unless we provided you with complimentary singlets in a new gold color that you personally envisioned. We extended an offer of discounted singlets priced at $22, as we were not at fault in this matter. However, you declined the offer and maintained a position of no fault. Your resolution expectations are not feasible and outside our policy.