Lee
Great poles. Horrendous cx.
Best poles but they clearly don't have enough competition, because their cx is maddening. I have multiple poles bought over a 7 year span so it's not like I got a weird one off experience of someone on a bad day. Every time I've called the person on the phone speaks to like I'm a moron and it's incredibly inconvenient that they have to waste time talking to me. Pricing and product details are frequently inconsistent with the website (several of my poles came with an included travel bag, when they made it a separate purchase, the website wasn't updated right away, but when I inquired there was no acknowledgement that it was a reasonable enough query - it's not like I demanded a free bag or anything. I've worked a lot of cx, I start conversations as a customer being overly nice and accommodating - and the attitude was that it was ridiculous and annoying for me to have asked. When I've asked for help with pole set up, while their tech knowledge is spot on, again I've always been treated with palpable disdain. You can get a feel for the coldness I'm describing reading some of their replies to critical reviews here. If you can, I reccommend buying from a pole studio, so they can deal w xpole on your behalf. The most egregious part of their cx isn't even the attitude though, it's the total ghosting in communication. All my pole friends share this impression and it's a bit of a joke, like ooh you got a reply from the one xpole person chosen to write an email this month! I've had so many queries where no one got back to me, ever even after I followed up repeatedly, and I either had to give up or chase them down via phone. I've frequently been passed from one person or department to another, had basic checkout functions of the website not work but not been able to get anyone to fix them or help with workarounds, or gone multiple months without an issue being resolved. Again, best poles by a LONG shot, but it's basically illustrative of why monopolies are bad for consumers. Xpole consistently conveys, in my experience, that you're lucky to be allowed to buy their product. Don't expect accessibility, empathy, kindness, or efficiency
Response from X-POLE USApr 8, 2024
Thank you for your detailed review. Sorry to hear about your experience with our customer service. We treat our repeat customers with special care - so to hear that over 7 years, our service level has deteriorated concerns us. If you can help us with some details of your purchase, it can help our team improve in the future. Yes, when we introduced our 3rd generation poles, we no longer could offer the carry case included in the kit - as such, this was offered as an additional item. There is always an overlap when we transition from one generation to another - during this point, prices were being updated gradually. If you can also give us some idea of who you spoke with and the questions that were asked of them - we can better investigate why your experience was so negative. And if there is any way for us to still put this right - please let us know. Thank you.