X-POLE Reviews 291

I have been a xpole customer since 2010. There customer service is second to none! Always had a response within a couple of hours, always happy to answer any questions with informative answers. Even for pre 2014 poles replacement parts have always been identified and sent quickly. Even when bought second hand they still will help with any issues at all !!Any issues over the years again always resolved very quickly and politely . I can't rate the customer service and their poles enough !! I have multiple poles from them but still currently use my pole i got in 2010!! It's used pretty much every single day! For the price of the pole I think that's fantastic value .

Carolina helped me out a lot! I had some issues with a return but she made sure to take care of me. She was really nice and efficient.

Be prepared to work out any issues on your own.

I spoke with them over a month ago about an issue that they know occurs with x stages but they didn't know how to deal with it. (Which is pretty bad in and of itself.) Then they said they'd look into it. I never heard anything. I chased them two weeks ago and still nothing.

If I was buying again, I'd buy a stage from another retailer.

Great products and fab customer service, really responsive and helpful :)

I had e-mailed about an ongoing order issue. Carolina called me the same day, and followed up with an e-mail with her contact information. After a bit if phone tag we finally connected and she was able to help me right away and explained what had happened and why the process had been delayed.

I also had a question about a problem I was having with my pole. She put me in contact with Heidi and the two helped me troubleshoot my problem and figure out the best solution. Carolina then continued to finish up with the initial reason for the call and I feel confident that my issue has been resolved. Not only that, but the on-the-spot troubleshooting and follow-up to send out some additional parts was a great help!

Carolina was wonderful! she helped me get everything squared away and made everything quick and easy and made sure i would get my pole on time 🤍

I wanted to take the time to thank Carolina for her patience, her guidance and beautiful uplifting energy!!! She really made the experience of purchase an X-pole stage easier and fun!

Caroline & Kash we’re very helpful and acted fast to help resolve a shipping issue. Beyond happy with my experience and grateful for their help.

Outstanding customer service! Has 3 issues with my items either being faulty or damaged in transit and there was no hesitation in helping me to replace all three at three separate times! For this I will give them 5 stars. Thank you Spencer from the tech team, you deserve a raise for your efforts! Also the stage lite is great product! The 45mm X stage lite is heavier than most other transportable pole stages however it is totally worth it as the pole does not wobble when doing tricks unlike other pole stages. Overall would highly recommend for service and quality.

I was accidentally sent the wrong pole and stage. At first I was stressed and sad. Then I got a reply from X-Pole that set me up with a Canadian helper Melissa Mares. Within a week the new pole was here and the warehouse is preparing a return label. Now I've gotten to try out my Lyra and x-stage lite. It was all a happy accident. It's perfect and I'm enjoying it! The stage is so easy for me to set up alone and the way it packs up makes it easy for travel or taking it down when I need my space for something else.

Melissa Mares had helped me replace my screws twice, including very quickly after a house fire so I could get back to work.
The lovely tech service department man also helped me when I first got my x-stage lite. Did a trouble shooting FaceTime session with me when I was having assembly issues.

There were some innitial issues with my order because I wasn't receiving any shipping updates, but I was lucky enough to get in touch with Roxanne Harvey, who helped me request a refund, place a new order and really went above and beyond to get my order to my door ASAP. I am super happy with my new stage pole lite, it was easy to assemble and I love how secure and portable it is.
I will definitely be ordering from X-Pole again, because I love the quality of their product, but also because of the amazing customer service by Ms. Roxanne!

What amazing customer service. FedEx bungled the delivery of my X-Stage but X-Pole's Melissa Mares took charge of the situation and made sure I had everything I needed in no time. I've been an X-apple customer for nearly 15 years and with great support like this it's no wonder why!

If I could give minus stars I would. Customer service is shockingly bad. Unfortunately the pole that I bought didn’t fit so I returned it. They don’t offer a returns service so I took it on the chin and paid £35 to pay to return the pole, combined with the £11 delivery I paid from them to me, this takes my delivery charges to nearly £50 already.

I get a confirmation email from the delivery service the next day that the pole was delivered. A few days later, still no communication from X-Pole. So I email them asking if my refund is being processed and have they received my pole back.
I get a response from Lara saying that a partial refund was given. When I questioned why this was she said it was a repackaging fee. I responded and said it was returned in the exact same packaging as per their website so how could that be possible.

She replied saying ‘ The item came back without the shrink wrap around the pole and also there was damage to the upper dome of the item.’

I replied and said there was no way that I caused damage to the dome as I only removed the two main poles. And were they saying that a piece of shrink wrap equates to over £30? I requested a photo of the so-called damage that I’d caused but never got one.
I had no reply until I emailed again requesting a response.

The response was ‘ The re-packaging fee is not simply just for the re-packaging itself, it also includes the handling, admin costs to raise credit notes, re-stock and re-packaging.’

I replied with the following ‘The item that I returned to you was not damaged in any way, was returned within 30 days and was in the original packaging. You said shrink wrap was missing so therefore you are saying that some shrink wrap equates to over £30 worth? I don’t think so. I want a full refund or I can get you a quote of how much a couple pieces of shrink wrap cost at wholesale price and you can refund me the difference.

I’m already £46 down as you don’t offer a returns service and on top you are now trying to get more money out of me.I will be nearly £80 down for absolutely nothing and it’s disgusting that you treat your customers like this.’

I have not had a response since then. I am appalled with the way that X-Pole are blatantly trying to charge their customers extortionate amounts for inadequate reasons.

I will never ever use X-Pole again or recommend to any of my pole friends. Go with Platinum Poles.

I needed to ship my home pole to Puerto Rico and was able to purchase and get it shipped. Thank you so much Carolina you were amazing in guiding me though the process so quickly and you are very nice person. So excited to try my new pole! Very happy with customer service.

They offer a finance option. I made an order and requested to pay by finance. I received no application for over a week.
I contacted them and they said they are unable to send the finance application and I need to create an application through the finance company website.

I called the finance company 5x and each advisor explained that the retailer (x-pole) needs to send me an application form where they fill out details eg: my name; email, cost
and then I will fill out my personal details and send the form to the finance company.

It’s been over a week, and no luck. X-pole is not responding to my emails and when I call up, they are still stating they do not send applications.

HOW ARE YOU OFFERING FINANCE THEN??

Even on the finance company website it clearly states that the retailer sends the application.

At this point, I’ve given up. Poor management, poor customer service. I will purchase from elsewhere.

I normally buy all my poles and apparatus from X-pole and I never had any problems but last year I bought an A-frame and used it 2 months. Now I'm building it and one of the legs it's broken! I haven't even finished paying it! I didn't used it much and a spare leg costs 155£. I'm always very careful with my apparatuses and sadly I won't enjoy this summer... And this frame it's not cheap

I had an amazing experience ordering my pole and extensions through email. Roxanne Harvey was quick to respond my questions and manage any issue or worry I had with the shipping to Puerto Rico. She was kind and helpful and made me look forward to ordering again from x-pole.

Melissa was amazing. So kind, and professional. She went above, and beyond to help me. I got my aerial A-frame on time, and in great shape. Easy to put up, I've been using it a lot. Highly recommend!

Carolina had EXCELLENT customer service skills and was willing to help! I also appreciated that they got back to me within 24-48 hours of my follow up email on my order. It was a pleasure chatting with her.