"I ordered a pair pa Diadora tennis shoes and never arrived after 10 says. The shipper (GSO) lost it. TW won’t issue a refund until they receive the lost package and who knows when that will be ! I won’t order shoes from TW again. Terrible experience. "

"I placed an order through the US site for items to be shipped overseas. I get this email 30 minutes later saying that the order would only be processed if I could:
1) fill out an authorization form detailing the order (for security reasons);
2) email copies of my credit card front/back;
3) email copies of my driver's license/ID;
4) state my full name, address, and the name of the bank.

Upon this ridiculous request, I enquire to find out more about whether or not this was 'spam' and the online rep said it indeed did come from Tennis Warehouse. For some reason, such ridiculous measure is every time products are shipped 'internationally', even when the payment is from the US.

Not sure how Tennis Warehouse is going to survive with competitors like Amazon using 'one-button' click throughs.
"

"I ordered a tennis ball machine from tennis warehouse, gave my card number on the phone, the order was received and processed by the sales rep and received confirmation email. I was told it will be shipped by the manufacturer.4 days passed, my order still did not have a shipping tracking info. So I decided to give them a call to check the status of my order. The rep told me they charged my card pre auth
charge I have to go back online check my statement and call them back with the amount that was charged on my card as pre auth. charge and call them back and confirm the amount. I asked the rep if you guys have not processed my order why did you wait 4 days till I call you and not call me to let me know what you needed. Second I asked the rep why didn't you mention about all these extra measures when my order was processed instead told me my order will be shipped asap. This supposed to be a Christmas gift for my daughter.Then I cancelled my order. Terrible, terrible customer experience."

"Recently ordered a racquet with them as part of the Trade in program they are running. At first they give a really low value for the rackets that you are trading in. After they receive the rackets they know they have already made a sale of a brand new racket to you so they reduce the initial quote for your trade in rackets by half.

This is scam they are running and i have compared the rackets they are selling on their own website as "Used" in far worse condition."

"Put in order on a Saturday to by a racquet and have them string it. Their response email was could be up to 2 business day sorry for inconvienience. I called the 30th and found out my first order was being invoiced. Thinking the order was shipping today. Not the case. Maybe will ship out on April 1st. They couldn't tell me when my second order was going to ship. So much for 2 business days. Now to tell kid he won't have them for match on Saturday"

"I have been their loyal customer for 5 years now. They have the friendliest customer service, great professional and helping staff, they will spent 1 hour just helping you choose the right thing and educate you on your options. this is why I totally love ordering from them and I find calling them even more helpful than ordering online just because of their great polite attitude. They will go beyond to help and satisfy your needs, I have referred everyone I knew to them and they loved it as well. They have a very complete selection, I have bought my stringing machine from them and they also give me a very small frequent buyer and loyal customer discount, which I love. I have bought many stuff like clothes or shoes that didn't fit me and they returned it without a question. They will even send you a fedex return sticker.You can't go wrong with tennis warehouse."

"Tennis warehouse has been great for online orders since their consumer website is linked to their actual inventory. The demo services has not been good for me. It has been one week since I placed a demo order and for the last 4 days it has been showing invoiced, not shipped. Manager has not helped.
"

"This is my second order with T.Warehouse and both have been completed perfectly. In thi second order there were a rachet and a rachets-bag. Very satisfied, also of the FedEx shipment."

"TW simply doesn't care about customer service. Lost or unplaced orders, ignored emails, lame excuses. They care so little, they don't spend any time looking for online reviews by unhappy customers to try to correct any problems. Their prices are great and if you have a straightforward order they might be fine, but if something is unusual or goes wrong, pour yourself a stiff drink. Below is my open letter to the TW president, to which I have received no response.

Open Letter to Tennis Warehouse President Donald Hightower

Dear Mr. Hightower,

I am writing to express my extreme dissatisfaction in my recent experiencing placing an order with your company.

Last week, I tried to place an order online. I was purchasing a sale racquet that you offered an extra discount off of a purchase of two racquets. The online system wouldn't give me the discount price on 2 racquets of different grip sizes. I emailed customer service to ask about getting the discount. I wrote on Monday September 8 at 8:22pm eastern time. I did not receive any response response, so I wrote again three days later on Thursday September 11 at 11:02 am eastern. I did not receive a reply on Thursday or Friday, but finally received a reply on Sat Sept. 13 at 2:47 pm from Jill Johnstone. She claimed my originally inquiry was lost which came across as a pathetic excuse for ignoring my email. Nevertheless, she provided detailed and helpful information about selecting strings. She did confirm that I could receive the additional racquet discount but said I needed to order by phone or email.

I wrote on Sun Sept. 14 to place my order by email, and didn't receive a response so I called Sept. 15 and placed the order. The representative was helpful, and she told me that I would receive an email confirmation and that the order would arrive on September 17. I did not receive an email confirmation so I wrote at 7:49 pm eastern to request a confirmation. I did not receive a response.

I called at approximately 3:30 pm eastern today, September 16. The representative could not find any evidence of the order and said that somehow the order was lost. I placed the order again, although to be honest, despite the fantastic price on the racquets, I seriously considered taking my business elsewhere.

The representative apologized for your company's error, and put me on hold for several minutes to see if he could offer me any additional discount since Tennis Warehouse did not place the original order. When he came back he said he could offer an additional 5 percent off the strings I ordered (less than 2 dollars on a nearly $200 order) and a free T-shirt. I asked him if the t shirt was a Tennis Warehouse t-shirt, and he said yes. I said not to bother sending it because I had absolutely no interest in advertising your company and wouldn't wear the shirt. I finding it appalling that your representative did not offer to expedite my order to ship today and to ship it overnight at your cost so that it arrives at the same time I was told it would arrive when I ordered originally. [Added note: Once TW finally placed my order it took them a day and a half to ship. The agent told me the package would ship on the 17th and arrive on the 19th, instead it shipped on the 18th and arrived on the 22nd. Just please be honest about your shipping times.]

I understand that you are selling the racquets I am buying at a great price, but your company is lacking the absolute minimum in competency in customer service. To let emails go unanswered in a reasonable amount of time and to not complete orders is completely unacceptable. What I find most baffling is that when I finally receive an email from one of your employees or speak to them on the phone, they are extremely professional and knowledgable about your products. That makes me think that the problem is not with your employees but something systematic in the structure of your company.

I have conducted business online for nearly 20 years and ordered from catalogs for 30 years, and I can say without a doubt that dealing with your company has been one of the worst consumer experiences of my life. I can't remember a time when a company has simply not placed an order and has lost any trace of it. And any reputable company I've dealt with has been extremely prompt about answering emails. I don't expect an instant response, but a response within 1 business day seems reasonable. I would like to remind you that three emails I wrote to your company went completely unanswered. If a timely response to email inquiries is an unattainable milestone for your company, you should not provide an email address on your web site.

Now that I've written to you, I will find every forum I can online to post this story and urge readers to take their business elsewhere.

I appreciate you taking the time to hear about my experience and I hope that you can use the information to make improvements in your company.

Regards,
RJ D________
Richmond, RI"

"Tried a couple of demo tennis rackets with Tenniswarehouse Europe. Returned the rackets on 3rd Sept. A week after the Fedex confirmation of receipt of rackets by TW, there was no sign of refund of my deposit. After phoning them, emails and raising a dispute through Paypal, they have just accepted to make the refund although the money is not in my account yet. Total waste of time and very poor service!"

"The difference between the experience recieved by most of the people commenting here and mine is that at least TW responded to their email. I paid for 2 day delivery and stii haven't any recieved an order status 4 days later. Well, other than the, telling me the order has been processed. Too many alternatives to use these guys."

"BUYER BEWARE!!! 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, three weeks later they write me an email saying that the dresses were not returned in "re-sellable" condition and I can only have store credit. What???? I never wore them and apparently, they want to keep my money because perhaps they don't have it to return? Are these people legit? I would have to say they are absolute THIEVES. I purchase online extensively, GILT, Rue La La, One Kings Lane, Zappos, Amazon and I have never encountered such deceptive business practices. Do not buy here if you think you might need to return something - go with a well known, big name retailer/site...I'll be reporting them to the appropriate Better Business Bureaus as well.

"

"Please watch out!!!!

International customers, when you returned your items, TW never credit your money or sent you a proposal!

I lost $ 178,50 because TW don't read my mail wich I have sent 3 minutes after my order!
TW response 24 Hours later with sorry we are busy and we don't cancel or credit your money

The policy by TW, International consumers are big business


"

"I feel like most people posting here are those who have had bad experiences, and while I don't argue with their reviews, I thought I'd post my own experiences with this company, which have been superb.

I've had numerous transactions with TW over the past several years and nearly all of them have gone off without a hitch. I say "nearly all" because one order had an error. Not only did TW correct the error, but they also refunded me a large portion of the original cost to make things right (and I didn't even ask for a refund). Their customer service has always been polite, courteous, and helpful. When asking them questions, either via phone, email, or on their forums, replies have always been within 24 hours. I can't speak highly enough about this company, and absolutely go with them for all of my tennis needs."

"Have been a long time customer and last time I tried to buy a racquet they told me they needed proof of ID, so they asked for my credit card scans, ID scans and to fill a page regarding my personal information, sign it and send it. I felt insulted.
after that I just went to another online retailer who gladly accepted my payment and even offered more payment options including paypal (if TW is so afraid of fraud why dont they use paypal as an option?)

Their customer service was really cold blooded answering my complains, will never buy from this guys again. The good thing is that now I am buying from a serious retailer that has the same stock and at better prices than TW, so thank you TW for opening my eyes."