X-POLEBewertungen 

Carolina was very helpful. My pole could not be delivered with a signature. FedEx tried 3 times and sent my pole stage back. Carolina was able to change the address to one that would have someone to sign for delivery.

I had great customer service from Roxanne Harvey. I really appreciated that I wasn’t sold into something that wouldn’t have worked for me. She was honest and upfront about what option is best for me. Also, how quickly and helpful her response was. I am planning on buying the right pole and because of this ver pleasant experience, I will be a return customer over and over. I know feel a lot more comfortable recommending this company to my friends.

it has been quite an experience trying to complete an order from December of last year. I will have to say that Carolina has made the experience and wait very bearable. She has stayed on top of the situation and has made things happen in order to complete the order...37303. I am currently waiting on delivery which she has informed me will be here on Wednesday, 04/14. I know if it does not show up I can calll and count on Carolina to Solve the issues. Keep her...she is very professional and goes out of her way to keep her customers...ME...aware of issues and solutions. Thank you Carolina.

Carolina fue excelente se mantuvo conmigo todo el tiempo ayudandome, por correo o por telefono, excelente empleado tienen ustedes carolina te sacaste una A+ conmigo

Carolina was excellent, she stayed with me all the time helping me, by mail or by phone, excellent employee have you, Carolina, you got an A + with me

I purchased an Xpert Pro X-Pole for my daughter for Christmas. She's been taking aerial arts classes for about 5 years now and has been wanting a pole for practice for quite awhile. She was thrilled to receive the X-Pole and has patiently been waiting for me to install it. We intentionally waited until our older daughter's wedding to be completed because she got married here at our house and a lot of her things were in the basement where I would be setting up the pole. With the wedding over and done with, I was able to turn my attention to getting the pole installed. I prepped the area and the ceiling for installation and sat down to look at the pieces of the pole and looked over the instructions on how to set it up. After looking at the parts and comparing them to the list of parts that I should have, I discovered that I was missing the "top adaptor"... probably the smallest part on the list. I looked all over the place for the piece and could not find it. So I reached out to X-Pole's customer service and, much to my surprise, received a reply within a few minutes. Roxanne (X-Pole customer service representative) was apologetic and genuinely concerned that I didn't have the part and was very willing to help me rectify the situation. I sent pictures of the parts I had and explained that I didn't have the original box and really couldn't prove that they had made a made an error on their end. I offered to pay for the part and shipping. Roxanne explained that the picture was so that they could see if the "top adaptor" might have been inserted into one of the tubes and I might have just missed it in looking for it. After looking at the pictures, she confirmed that the adaptor was not there and said that X-Pole would send the part at their expense. WHAT?!?!? That's UNHEARD of in this day and age! And not only THAT, but she noticed that I didn't have an x-joint that I was going to be needing to join together one of the extensions to the B-Pole. She offered to ship the x-joint out as well. Who DOES that?!?!? I know... you may be saying to yourself "But they didn't ship it out in the first place, that's what they SHOULD do... it was their fault." That may be true... but I have no way of proving if they were at fault of if one of our cats has hidden the parts somewhere in the house or if my daughter picked them up and used them in an art project because she didn't know what they were. I don't think either one of those scenarios took place, but X-Pole had every right to use my lack of proof as a way to charge me for the parts and the shipping. Instead, they are acting in an honorable manner and sending the pieces to me at their own expense. Now Let me ask you this... what company, in today's climate, treats their customers like that? I'll answer for you... NOT MANY!!! If you have any qualms, whatsoever, about the customer service you might expect to receive from X-Pole... put your mind at ease. From my experience, this company is striving to do things the right way... with integrity! That's not found too often in today's society!

This is the second pole I’ve purchased with X-Pole and another good experience. They are efficient with help if there’s a problem and get back to you promptly! I had an issue with thinking my pole was the wrong length and Roxanne Harvey was sooo helpful and patient with me each email correspondence. Even sending me video reference she recorded herself. Above and beyond! If anyone ever inquires about my poles, I always direct them straight to X Pole. Best poles, best customer service experience.

Roxanne helped me resolve my issue VERY FAST!!! Absolutely amazing!!!

Carolina was very helpful and extremely sweet , great people person and easy to talk to !! Would recommend!!!

I reached out to customer service via email about different products and Roxanne responded quickly and efficiently, all while making me feel valued as a consumer. Thank you Roxanne! I appreciate your help!

I've had to contact Xpole regarding some concerns about a pole I purchased. Roxanne Harvey has been the rep I have worked with. She has been lovely to work with and has really made me feel that I made the right choice in ordering a pole from xpole. Her tact, professionalism, and empathy make her a stunning customer service rep and x pole is lucky to have her on their team!

Not only is their product amazing, their customer service is also top notch! I initially ordered the Xpole Xpert in Chrome but ended up switching it with a Titanium Gold. The TG is so beautiful! I am so obsessed with it. The grip is also a lot better than other poles I've used in the past. Carolina helped me with the whole switching (from Chrome to TG) process, she also sent me a very well detailed pickup instructions since I live in the same city as the warehouse location. The hand off was super smooth and easy, I was advised not to get out of the vehicle and wear a mask while they load the pole in the trunk. Overall, a very positive experience and I am so in love with my new pole :)

I ordered a pole in February and received an email that my order was processed on February 22, 2021, but I have not received any tracking information or any other information. I have tried over two days to call customer service. I could not get in contact with anyone. I left a message, but I have not received a call back. I will try to send an email soon. I understand that the company is backed up from COVID19, but I have seen other comment from people who placed their order after mine, but have already gotten their poles. Some information would be nice.

Update (25 March):
To echo everyone's commendation for Carolina, her customer service was efficient and kind. There was a miscommunication on my side. I had not received any of their other emails letting me know about additional requirement. Everything was solved, but I have to wait for them to restock.

They returned my voicemail promptly and treated me with great care. Outstanding employee.

Carolina was one of the best customer service reps I have dealt with in a long time! And I have dealt with many, she is a keeper!!!

Great customer service! Carolina was extremely friendly and helpful!

Before I ordered I saw a few bad reviews about people waiting a long time to receive their poles so I was under the impression it would take a while after ordering mine. I ordered on the 3rd of March and my pole said it was shipped the day after and due to be delivered on the 8th. My pole actually arrived literally within 2 days on the 5th of March!!!

I ordered the wrong finish pole and was able to get the problem fixed by the next day! I called and left a voice mail. Carolina Stone got back with me and was super sweet and helpful! Got to change my pole to the right finish! Very happy with the great customer service!! Thank you XPole!

After almost 2 weeks of playing head games with FedEx about where my package was and when it would be delivered I finally called XPole directly and got ahold of Carolina. She was more helpful in just the first phone call than the dozen I made to FedEx combined. Although the problem wasn’t her or her company’s fault she went out of her way to try and fix it. Even though I still haven’t received my package after 4 weeks past the original delivery date, Carolina has made me feel secure knowing that even if my package is returned I can be in contact with her about a refund/ repurchase. I greatly appreciate her taking the time and having the patience to help me with this issue.

Caroline answered my initial call and answered my questions, but she must wasn't pleased with her own answer or found some other way to help me because she called me back and completely made my day. She went above and beyond to make my order, and my event special. Thanks Caroline Stone ☺️

I am extremely disappointed with my experience so far and am still waiting to receive my item. For a large company with whom people are making pretty big purchases, the communication is terrible.

My first issue is a minor one, I was expecting I might have to wait a while, however the website clearly said "in stock" when I ordered. Had the website mentioned my item wouldn't be in stock for another 5/6 weeks, I would still probably have ordered, but it would have been reassuring to have that information.

After ordering I became concerned that I hadn't received confirmation of any kind from Xpole. I had received emails from Divido/Omniport, but nothing from Xpole. After multiple phonecalls and unanswered emails to Xpole they discovered that I hadn't electronically signed a particular bit of paperwork. I'd signed enough paperwork for the money to have come out of my bank account, but not enough for my order to actually be showing on Xpoles system. If I hadn't chased it up, would anyone have noticed and contacted me?

Fast forward 6 weeks to delivery time. I get an email from UPS with tracking details, no communication from Xpole to say it has shipped (surprise! surprise!). On the scheduled delivery day I get another email from UPS stating "at the request of Vertical Leisure Ltd, the status of this shipment has changed which may cause a delay", And of course...nothing from Xpole. This delay may be down to UPS, but since nobody is communicating I just don't know

EDIT: the delay was down to UPS, not Xpole.

So my scheduled delivery date has been and gone and I have no idea what is going on or where my parcel is (tracking is still saying it will be delivered by yesterday lunchtime). I will be trying to get through to them again on Monday.

UPDATE: my frame arrived! However a connector piece for the top hasn't turned up yet. Again I had to contact Xpole to find out what's happening with the missing order. No communication from Xpole regarding shipping or delays or that my order would be split in to seperate parcels.

I can't fault the actual Xpole products, but I'm really shocked by how terrible the communication has been, none of this would've been a problem if they'd communicate, keep their customers in the loop and let them know whats happening with their orders.

I wish there was another company in the UK offering similar products as maybe a bit of competition would give them a shove to sort their service out. Until then I guess they have a monopoly on the pole/aerial industry in the UK, people will keep buying their products so they don't need to worry