X-POLE Reviews 291

We redid our floors and the pole for my pole stage just didn't make the cut with the floors being raised, so I was confused when ordering a shorter extension. Melissa Mares walked me through the sizing options and after I got the new measurements of floor to ceiling, I was on my way. She was an absolute superstar, very patient and thorough on explanations. I felt so relieved. Pole family is always the best family!

HORRIBLE EXPERIENCE. I ordered my custom pole on September 15th, received it a few weeks later and tried to install it with my friends. After trying for 3 days straight to attach the extender to pole A and B, thinking we were doing something wrong, one of my friends told me they sent me the wrong piece for pole B. I sent in photos to Roxanne and it was in fact the wrong piece. Conveniently, Amy was out sick so I couldn’t get my correct product right away. I waited a week for the item to be reshipped to me. Common mistake right? So I didn’t make a big deal about it.

WRONG PIECE SENT AGAIN. The same pole B part was sent to me. Literally the exact same piece! I stayed calm and Amy advised me that they would reship it to me overnight. She and the technician assured me that the right piece would be sent overnight. And it was overnighted but..

IT WAS THE WRONG PART AGAIN!!!!

How do you send me something wrong not once, not twice, but THREE damn times! I paid over $700 for a pole I’ve had for a month and unable to use. Not once did they over a partial refund or anything! Amy dodged my request numerous times. She finally said she’d ask her manager about a shipping refund. That does me no good! I had to cancel (pay fees) for the pole company who was scheduled to come out and install it THREE times because of this bs! I will NEVER EVER refer anyone to XPole! First and last time for me doing business with them!

We’ll see if my “correct piece” arrives.

EDIT: Since XPole felt the need to respond about me giving them one star. I had to ASK for a compensation after none was offered to me after receiving the wrong item THREE times. It is not my fault that you have inexperienced workers at your warehouse who don’t know how to distinguish between different poles. Y’all are not doing me a favor by overnighting the item because that’s what you are supposed to do when YOU mess up. You mentioning that me ordering the wrong pole at first has nothing to do with the fact that you sent out the wrong piece three times so that was irrelevant. And the wrong pole wasn’t even shipped out yet when I caught the mistake and notified y’all, so again, that is irrelevant.

You saying I ordered a standard pole literally had NOTHING to do with it so why even mention it??

And over the phone, you all said you were going to PARTIALLY refund the $200 shipping fee, it wasn’t until I told you that I did not want a partial refund that you are agreed to issue the full refund. Again ONLY $200 you never said $300.

Update again: they refunded me ONLY $200, just like I knew they would. Putting on a front to make it seem like they were doing more when they lied!

Update: only updating my rating due to the manager calling me & correct piece came, finally.

I ordered my NS Sport pole and was struggling with placing the pole so it wouldn't move. After reaching out to customer service, I received PHENOMENAL help from the amazing Roxanne! She was extremely patient and even demonstrated with her own pole the steps I was missing. She followed up and made sure that I was able to correctly (and safely) assemble the pole. Thanks to her I can finally practice again! :)

Roxanne was extremely helpful! I was able to send a video of the issue, and she quickly sent a video back showing me what I was doing wrong and how to fix. It was a very easy fix!! I love my new x pole light and am so happy the customer service is so great. Thank you again Roxanne!!

I’ve been a customer since 2013 and had some compatibility questions. Roxanne responded to me promptly and presented me with clear options. Not only does this company have the highest quality product in the industry but service to match. I will be asking for Roxanne by name in the future.

Roxanne was a dream to work with. Her honesty and great advice really made me feel like the company truly cared for my well being as well as the communities. Answered all my questions and got back to me in a timely manor. I love my XStage and I will continue to be a costumer in future years to come.
Thank you so much!
X Gemma Lux

I Would Just Like To Start By Saying Best Customer Service EVER !! I Really Appreciate All The Assistants That Carolina Stone Gave Me. She Has Such A Positive Attitude & Very Easy To Talk To !! She Truly Knows How To Make This Process Easy !! I Definitely Will Be Buying From Here Again Because Of Her !!
Thank You Soooo Much <3<3

I’ve been saving up for a while to get a XPERT pole, working weekends and nights at a second job for a month to save up money for it!
But I realized, my ceiling wouldn’t fit the standard pole! I was 2 inches too short for the standard set, and I was devastated! I didn’t want any other pole, it has to be an a xpole!

I reached out to customer service, hoping they might be able to special make it, or even shave the two extra inches off! I was desperate for a solution!

Roxanne became my guardian angel, and thanks for her advice on purchasing an extension and swapping it out with part of the standard set, I would be able to use the pole for my ceiling!!! I can’t tell you the relief at learning that, I ordered it moments after!!!

Soon my hot pink, powder coat, 45 mm pole will arrive and come home to me and I can finally dance my heart out!!! ❤️ Thankyou Roxanne, you really made my day and i appreciate your help!!!

ITS PINK!!!!!!! AHHHH!!! How great is that?!?!

Ordered from here a few times. Only one thing has ever arrived on time (not after a couple of months delay for which they give you no warning when you order, even if they don't have items in stock at time of order). My most recent order has arrived looking worn, used and second-hand, even though it cost over £80 and took over two months to arrive. They're incredibly unapologetic, choosing the tone of 'good luck finding it elsewhere' rather than 'sorry for the inconvenience'. Now I have all the bits I need for the frame I originally bought, I will absolutely never be ordering from there again.

Excellent Service
I have to say my experience with the Xpole and specifically with Carolina with exceptional. She needs a raise!!

One of the legs on my new A-frame was defective. When I emailed to get help with a replacement Roxanne Harvey responded so quickly and kindly! She got straight to the business of helping me out.
After a short email exchange she had my replacement leg on its way! I'm really looking forward to getting on the rig!
Thank you again for your help Roxanne! X-pole is super lucky to have you!

I called customer support on Monday and spoke with Roxanne Harvey who was super sweet and helpful with my concern ( my sport pole 125 mm joint would not expand or contract) and didn’t hesitate to offer various solutions ( such spraying it with WD-40 ) and made sure I knew to reach back out if they did not work so she could assist me further. She checked in again on Wednesday and her solution had worked! So happy with this experience.

I ordered a powder coated pole in 2018, I was very excited about the new grip because I am a pole instructor with hyperhidrosis. Recently, a large chip came out of the finish and the pole was very rusted underneath. This seemed very abnormal to me, I reached out to XPOLE and (even with the 20 day potential email delay) I heard back from Melissa Mares within a week. I sent her my order number and a photo of the chipped area, she has already arranged for a replacement A pole to be sent to me by the end of the week. I am SO thrilled by this customer service, I plan to share the news on my social media and continue to represent for Xpole.

Sincerest thank you.
Paige

I don't normally write reviews, but I recently bought an A-frame from X-Pole UK and was really impressed. The frame itself came super quick and when part of my order (extended top bar) wasn't in stock they got in touch straight away to offer me a number of options. I've since decided I don't need the extended top bar and again the customer service has been amazing and they refunded it really quickly with no problems at all. Overall really happy!

I anticipated my order to ship at the end of the month, per the website announcement. Yesterday I received an email that my order processed and was going to be shipping soon. I wanted to verify this, as I need to make delivery arrangements.
Not only did Caroline handle my inquiry politely and professionally, she assured me that my order was going to be shipping out soon, weeks before I even anticipated it. This was such exciting news and the positive interaction made my day. I am certain I will be in love with this product, but the excellent customer service will definately having me recommending Xpole to others.
Thank you!

When I received my pole I was having trouble with an xjoint and my extension pieces. I got in to contact with Roxanne Harvey and she was phenomenal. She took the time to listen to me explain all the problem I was having and didn’t stop assisting until my pole was installed and ready for action. It took two different shipments of parts to find out what went wrong which Roxanne discovered after more phone calls and emails. She made sure the next shipment out was correct and fully functioning.

When I realized my pole was not coming together and needed new parts I was stressed thinking xpole might not help me out and I would have to order new pieces. But they exceeded my expectations and now I have the most fun with my xpole. All thanks to Roxanne who I can not thank enough!

Roxanne Harvey was incredibly helpful and so patient when helping me. She seriously went above and beyond to assess the issue and fix it immediately. I am extremely appreciative!!

So, my boyfriend got me and xpole for Christmas and we set it up. Unfortunately the B pole got stuck and wasn’t able to fix it. I was so disappointed I can’t get a hold of anyone on weekends because I work on weekdays. I lost hope until Roxanne answered me help me fix my problem. She was so nice and patient. I never had customer service this exemplary before. She was very informative and even went above and beyond to resolve my problem. I’m so happy that my problem was addressed with no hesitation. Taking an off on a Monday was worth it to fix my problem. Thank you!

I love my fitness/dance pole. My initial purchase I had an issue with the pole expanding to fit my ceiling after putting it together. I contacted X-Pole, Roxanne assisted me in trying to resolve the issue, I was sent a new A-pole with adjuster base and it was perfect! Overall my experience was great. Delivery time for both the initial purchase and replacement, customer service and response time. I am completely satisfied and highly recommend X-Pole US.

Roxanne’s customer service was fantastic! We kept playing phone tag due to my work schedule, and ultimately she sent me a detailed email with links that addressed all the possible answers to my questions, and explained the various options clearly and succinctly.

Then, when I placed the order for the extension piece I need, a banner notified me of a possible shipping delay and estimated arrival time for me. It helped realistically set my expectations and kept me feeling informed.

Great service all around!