X-POLE Reviews 290

Lack of communication regarding order updates. When I asked for update, they sent me same email they had sent previously.

Following on from reply from x pole below all i can say is was not expecting a company to respond so rudely.

Reduced star rating based on horrible reply.

Melissa was quick to resolve my issue. I was worried I’d have a long wait but that was not the case. I felt heard and taken care of as a customer. While I hope it’s not needed I would absolutely recommend xpole support. I even received a care package with goodies to make up for the order issue.

Carolina was super helpful with getting my order together!

I found Melissa very helpful. We were communicating for a long time and she helped me with all my choices. She made me feel confident with my purchase and was very patient dealing with me.

Carolina Stone was an excellent rep and a breathe of fresh air! I was excited to get her call. She assisted me with finding the correct extension for my work pole.

I ordered an A-Frame from Xpole US. Understandably, the Xpole team is completely backed up due to COVID. Despite being slammed, Carolina was still able to pick up my call and fix my airheaded mistakes right away before they shipped my frame out. If she didn't go the extra mile and follow up with me, the package would have been sent to the wrong address. Thanks so much for your amazing customer service! She was so patient with me and so sweet! 5 Stars!

Melissa gave me a call back in response to my inquiry about if/when my pole would be shipped. She quickly was able to check and see that it had been delivered and stayed on the phone with me while I went to the mailroom to check to confirm that I had in fact received it. She was cheery and professional and very helpful. Thank you Melissa!

I ordered the 40mm xpert pro pole back in September. With the pandemic going on, I expected the pole to take 4 weeks or more to arrive, to my surprise, I got my pole in only 2 week after ordering.

I set up my pole, and tried it out and it worked great until I tried to put it on static. When on static the pole still moves a bit. I've contacted customer service and have emailed a video of my pole but I have not had a reply despite following up. Its been two weeks since my first email, and I'm still trying to get a hold of someone.

I had the opportunity to talk to Carolina Stone, one of your employees, regarding buying my first pole and she helped me and answered all my questions. She treated me in a profesional but really friendly way. And of course, I bought my 1st home SS pole...I appreciate all your help Carolina...Thanks a lot!

Amazing products and even better customer support! My husband ordered a stage pole as a gift for me but unfortunately he did not choose the correct finish for the pole. I panicked and called customer support hoping to change the type of pole before it shipped. I left a voicemail and Carolina called me back immediately. Carolina helped me change the order and was such a pleasure to work with! I am so happy! And so excited to receive my second X-Pole! Thank you X-Pole!

Carolina was so quick to respond and very professional, and her cheerful disposition was so infectious! I really appreciate how she made me feel as a first-time customer of XPole.

We have had two xpole orders and both had issues but the team on deck was fantastic when it came time to make it right!. They are very friendly and kind and got things done! Appreciate that!

I had to redirect my package Because I was relocating from the Oregon fire. Carolina was great, she helped, contacted me and went above and beyond to make sure I will get my pole at my new home. Thank you Carolina!

Carolina was extremely helpful and got my order sorted out and processed right away!

Thank you so much Carolina for getting everything straighten out. You were so professional. I hope to speak to your soon, when I purchase my Lyra lite stage .

Carolina was super helpful with the correction of my order. She was also very apologetic about your US contact email being down. Looking forward to continued business with your company!

Melissa is a gem! She sent me an email promptly after I missed her phone call and she’s a wonderful person to talk to.

Despite Covid delays, my phone wait was not long at all and order delivery is as predicted. So glad we got the order fixed and on it’s way! After all this anticipation I will be flying high for my birthday 🥳

I had to give Melissa 5 stars, for her patience and understanding. She worked with me on ordering a part in which I was clueless. I needed help with X-Pole part my wife pole was missing. I had no idea what I was trying to explain, and Melissa took the time to work with me until she got a better understanding of which part I needed. This was after I ordered the wrong part! I would love to send her a "Thank you card" if at all possible. Melissa you are a rare Gem, especially these days when it comes to customer service, we need more people like you... Again my wife and I thank you...

I reached out to Xpole to inquire about an order I placed for my girlfriend. After a short computer interaction, i was forwarded to a message machine held by a Caroline, and I left a message. Not an hour later I was called back by a friendly associate of Xpole named Caroline! She was knowledgeable and quick to answer all of my questions. I truly enjoyed my experience with her and I look forward to future business with Xpole! Thank you so much for a great customer experience in a time when great customer experiences are rare!
10/10
A+++
:3

not only that but they tried to have my review taken down for "falsyfing information" in my review leaving them in a negative light. I've never seen such a display where a company tries harder to supress a CLIENTS voice after the fact rather than do a good job the first time around.

10/23 HER RESPONSE
"Hey Asia - thank you for your detailed review. Sorry that your experience was not so positive. But you were repeatedly told that your package is being shipped via Fedex. All pieces you had purchased have now been delivered and we have closed your case. This was done during a time when all orders were subject to a 30 business day delay."

The fact that you didn't tell me it was up for delay and are still pressing me is my issue! it Had you had as much communication as you do justifying your mistake rather than only address the matter after I posted to multiple public forms which appeared to garner your attention is the most bothersome fact about it.

10/22 Update: I was given a call from Melissa only after complaining on social platforms like IG, Twitter & AND leaving a negative review. She called me once to resolve the issue & finalllyyyy sent me my shipping details after weeks of no response. Then, she called me AGAIN to kiss up & say I didn't get the tracking details not because she hadn't sent it but bc it was FedEx (USPS informed tracking covers all of those lol the reason I never got the details is cause she never sent it and she dared try to blame ME yet again for HER mishap.) I don't think she gathered that I was the same person who left this review because she called me and I had to tell her she already "resolved" the issue. But only reaching out and giving me the impression that she called after she saw the bad review is not the way to handle this. Am I'm pleased with my extension? Sure. After months of waiting for one part who wouldn't be? But I still would NOT recommend that anyone buy Xpole USA products during COVID or any other for that matter. When people put their money into a company they expect certain levels of results, but The level of incompetency is staggering. Not how you run a business unprofessional doesn't even begin to cover it IMO...

10/16: Melissa has misinformed me about my tracking details. She told me repeatedly, week after week, that my extension was being sent out. I have yet to receive tracking details which only means one thing: I has NOT been sent (I have USPS informed delivery so they would notify me if I had a package coming through). Not only that, but she essentially blamed me for ordering the wrong size after I sent her photos of my pole and the SKU number which can be traced back to her warehouse with the proper measurements.. I'm a novice dancer with high risk so I bought a pole to dance at home in July and I'm still unable to put it up. She's the expert but she really dropped the ball here. I still have yet to receive tracking details & I'm extremely bothered by the fact that she has left me in the dark. The entire experience left a bad taste in my mouth. I don't recommend buying an Xpole solely because of the poor customer service I received directly from her.