X-POLE Reviews 290

Carolina was very polite and handled our situation with expeditious professionalism. A returning customer and thanks to her wonderful help, will continue to be.

I moved to a new place with higher ceilings so had to get an extension. I placed an order but the account kept saying that my payment was pending, but my credit card had a payment processed already. I figured maybe it was going to say processed once they were ready to ship, but that confirmation never came. I sent an email, but didn't receive a response so I called. I know everything is hectic right now with the pandemic. So I completely understand. I received a call back the very next day and they shipped the item right away. If you experience any issues, definitely call to get a quicker response. They were super nice and fast to settle the issue.

Carolina was thoughtful and professional. She quickly found a solution to my problem and walked me through the steps I needed to take. I was very satisfied with the service and look forward to receiving my pole!

My experience with ordering was great. I had to have my order changed and the person that helped me out was Carolina Stone. She was the best customer service person to help me out with my order. Her personality was great and her confidence to make sure that my order would be corrected were the two important things that stood out to me. Thanks for everything Carolina!

My ordering experience was great. When I realized I’d made a mistake on the original order, I reached out for support and Carolina Stone became my saving grace. I’d ordered a gift for my wife and selected the wrong size. She immediately called me to assure she could help. Her personality and confidence allowed me to release my worries because the “expert” could handle it. Fingers crossed it will be a great holiday surprise! Thank you Carolina, you were amazing!

Carolina is amazing. I’m so glad that she was the one assigned to me. Such a professional!

It was a pleasure to talk with her. She helped me with all my problems :)

Thank you so much and stay safe!

Customer service is 12/10! Had an exchange request and Abbi was super patient and helpful the whole way through the process. Thanks X Pole!

I would like to thank Carolina from Xpole for the great customer service. I had to contact customer service because FedEx delivery difficulties. Long story short Carolina worked to make sure as a customer I was fully satisfied. She had the knowledge to navigate beyond the difficulties FedEx had created. She went above and beyond to make sure I was able to recieve the product satisfactorily.

Initially I had an order issue because The extra AK shipping was not included on the site. Upon realizing that, I received a bill for more shipping equal to the cost of the pole. Woah! When Carolina called me regarding this, I had an excellent experience. We discussed some options and was able to get my shipping expenses down by changing the address. She was fast, responsive, and very helpful.

The customer service rep (Melissa M.) was super helpful! I had ordered an X-Pole in the 45 chrome but misplaced the hex screws. She helped me replace the screws I was missing and followed up with tracking information within a week.

Melissa was very kind and quick and helped clear up my concerns right away highly recommend this company

I received my pole with a small defect. I contacted customer service and Melissa took care of everything. She was very responsive, helpful, and processed everything quickly to ensure that I had a new part. Given everything going on these days the replacement was sent out and arrived surprisingly fast. Wonderful customer service that will keep me a loyal customer.

Ordered a thousand pounds worth of NEW equipment, now lying unusable on my floor. The X Pole stage which I waited weeks for arrived in a damaged box and case, and the stage frame itself bore a large mucky footprint, was thick with dust and dirt, had a chipped centre pole section, the velcro ties were loose in the case, several of the smaller sticky velcro tethers were off, twisted, filthy and had left glue all over the stage frame. The carrying case had only three screws out of eight for the wheels! This is a USED item, not a new one. These extremely heavy articles Do Not gather muck in their cases fresh off the production line! I sent photos to X Pole and their technical rep Chris Chiassaro replied: "In regards to the marks on the stage we wouldn’t replace a base unit for marks like this as it will not affect the use of the stage and after a couple of uses the stage base gets scratches and marks on it due to the plates rubbing when using the stage." which leads me to deduce that the item had indeed been previously used. However, Chris Chiassaro then said; "I said the stage bases end up scratched after a few uses. I understand your frustration that the stage has not arrived in perfect condition. The Truth is The X-stage is a heavy product that can get knocked about in shipping!" I can just see that working with his new car... *I understand your frustration that your new lamborghini has arrived dirty, dusty, dinged up, but you must understand sir, it's a heavy item, and they do get banged about a bit in transit". Pull the other one! I paid for a NEW item in new condition, not something banged up in transit, and filthy. And in these days of Covid, we are also looking at contamination issues. Excuses from X Pole regarding lack of staff because of Covid. Didn't stop them sending out a filthy used item and charging for new though. I don't want money off, I want what I paid for. This kit weighs nearly 200kg. I bought the whole kit, and without one part, the rest is redundant. How am I to get this back to the manufacturer? Utterly appalling customer and tech service, and it appears, no knowledge of the consumer rights act which states; Goods must be fit for purpose and free from defects and damages. Absolutely livid. Official complaint has already gone in to X-Pole and Trading Standards. Purchase made with my ACTUAL name, not my email ID.
UPDATE: Now Joey Payne, marketing director at X pole, having offered to replace the x stage, asking for my phone number and being refused it, is refusing to replace the x stage lite, stating that they cannot guarantee their logistics company won't BREAK IT! They prefer to refund. What kind of business is this? I don't want a refund! I want the products I saved for so long for and bought! Is that such a problem for this company? The problem being, the X stage Lite they sent to me was not damaged by logistics, it was filthy, scratched, chipped and showed every sign of being previously used. WHY will they not replace it? Without this item, the whole purchase package is useless. X Pole are an absolute JOKE. I have every bit of communication from this company and will be taking this a whole lot further. They are taking money for orders they cannot fulfil, creaming off interest and leaving performers in the lurch.

Carolina Stone was amazing! She got my order processed quickly and was very sweet and professional. 5 star customer service!

I had a lot of questions about buying the right pole. Customer service was friendly, informative and made the whole process so easy and fast. Melissa was my point of contact and she was amazing

I had multiple issues with FedEx regarding my order, and ultimately never received it after 2 months. I contacted XPole and Carolina was fast to get in touch with me, take over the problem with FedEx, and sent me my order which was received in less than 48 hours. Extremely pleased.
Having a 'real' interaction with a person is so refreshing instead of getting stuck with an automated recording, or worse, an automated human.
Thank you XPole!

This was a big purchase for me, so I did my research and talked with ladies at the studio I was taking classes and decided to go with Xpole. I was not disappointed! I was so excited when my pole arrived in the mail. Unfortunately in shipping a piece was damaged. I emailed xpole right away with photos. Their response was empathetic, timely and fair.
Its a quality pole with a great carrying case.
Xpole is a company with integrity and class.
Buy your pole Xpole!

OMG!!! I’m super excited about my experience with X-Pole. I spoke with Carolina and she was so warm and nice. I had some questions and she answered all of my questions and was very reassuring. It’s nice to know that I’m spending well earned money with a company that cares.

Caroline responded promptly to message and was very polite. She answered all of my questions effectively and clearly. 10/10 service