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X-Pole Customer Service …. which, apparently, is non-existent
After much deliberation about brands, I finally purchased an x-pole July 31. It arrived promptly in about 10 days later via Fedex. It was a few weeks before I unboxed and put it up, but I have to it was much easier than I expected to do so– the hardest part was determining where a stud was in the ceiling.
I had noticed there was a ding in the A pole after unboxing it, but I was so excited to have finally cleared a space for it, I put it up anyway. Once up, it worked fine and was very secure.
It remained up until a few weeks ago when I decided to get out of my lease by finding new tenants for my townhouse. Unfortunately, my mom passed away unexpectedly and I have been taking care of my dad at his house.
It's been a super stressful and incredibly sad time as there are no words to describe how much I miss my mom. And quite frankly, I also miss my pole addiction. That's how I used to unwind late at night– by watching and imitating Veena's pole moves.
So, imagine how frustrated i was when I found that not only did the X-pole insert get stuck in the A pole due to what seems to be a manufacturer's defect (the holes don't line up enough to get the wrench in), I have not been able to reach X-pole by phone and they have NOT returned my calls!
I am so disappointed. The irony is, I chose X-pole over a much cheaper knock-off on Amazon (that was rated almost 5 stars) because I thought X-pole was a reputable company that would offer customer service should I ever need parts or help with anything!
I am a single mom and I spend money wisely, out of necessity. But in this case, I just flat out overpaid. I had my x-pole sold to a friend whose boyfriend was going to buy it for her for Christmas. But I couldn't get with x-pole to fix it, so Christmas has come and gone and I am stuck with a non-working, almost brand new pole. I don't want to put it in storage as I live in super humid Florida and the chrome would go bad.
When I get re-situated, I was going to buy another x-pole, a spinny this time, but I definitely will not be. Just wondering if anyone has had any success reaching X-pole and how you did it? I really don't have time to be calling several times per day. And quite frankly, I don't feel I should have to. If X-Pole is a reputable company they should have some semblance of customer service!
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51 Replies
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Have you tried contacting them by email? That’s really disappointing to hear… Their customer service was one of the reasons we sell xpole 🙁
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They JUST posted on my thread that they’re closed till the 2nd. And they have several support emails apparently. Good luck!
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@StudioVeena, yes, it was disappointing especially because I have called several times and was sure to call during their operation hours (Pacific Time). But the customer service at Studio Veena has been just the opposite of X-Pole– the best! The webmaster always responds promptly, amazingly so. And I just love the lessons and how detailed they are. I have learned so much from you. The lessons are also an incredible value– worth every penny and then some.
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@ D Luxxx, thank you for the info. They do not have that info on their answering machine, but really should! I mean, really, how hard is it to change an outgoing voicemail message? But again, I thank you for posting otherwise I would have never known.
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It's not a defect, your x-joint slipped – all you have to do is grab a broom handle (a sturdy one) and knock it out. It's really easy. Once it's out make sure you are going back and forth between the screws to ensure you are opening the joint evenly. 🙂 No worries, your pole is good. They are closed until the 2nd – they've been closed for the Holidays. They're customer service is really good – it's just the holidays.
Also – EXTREMELY sorry for your loss. I know there are no words.
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I’m sorry you have had tho experience when my xjoints rotated I didn’t know it was a common mistake from not tightening them enough. I called xpole and yes it took a few times because I called during an odd time for them. But they were very helpful in explaining to me their was a you tube video and to use a broom or a hard stick as well to pop it out. I’m sorry for your loss and I know it can seem like the world is against you.
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Watch this video: https://www.youtube.com/watch?v=2M3jmHUosR0
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Thx all so much for the helpful advice and especially for your kind condolences. If this had happened during a different time, I probably wouldn't have gotten so upset.
With that said, I did call X-Pole during their hours of operation (Pacific time) and between the 12th to 18th of Dec., so it was well before Christmas. I even told them in the last message I would hop online to find out if anyone knew anything about how to reach them, and still no call back. The problem is, although I called several times, I am super busy and do not have time to try and keep reaching them every single day. So, I will try some of these suggestions when i have a second. Thank you all so very much again and HAPPY NEW YEAR!
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Had to chime in with my two cents: I have been trying to reach X-Pole via email and voicemail, starting after Thanksgiving. Nobody will reply to me either. Misery lives company, right?
Regardless, take care and be good to yourself. Sending hugs your way. -
Had to chime in with my two cents: I have been trying to reach X-Pole via email and voicemail, starting after Thanksgiving. Nobody will reply to me either. Misery lives company, right?
Regardless, take care and be good to yourself. Sending hugs your way. -
Hi @TrixieLovett, I am a little late with replying– sorry about that!– but I wanted to let you know someone who goes by Tyman emailed me here at SV (never did get a return phone call, though). I was assuming it was an Xpole rep, but maybe not? I did reply but haven't heard back yet. Have you had your issue resolved or been contacted by customer service yet? Btw, I lived on Oahu when I was growing up. I absolutely loved it! Are you on the Big Island?
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I have had the same problems with X Pole customer service since September. Nobody would return my calls, if I got somebody on the phone they would ask me to email them instead, then they'd ask me to email back in 30 days, a week, whenever was convenient for the employee. I would follow-up and my emails would go unanswered, or they'd ask to be contacted via another avenue. After 4 months of this back and forth I managed to get a response via email asking me to CALL during their PST operating hours. Eventually I looked up Stephanie, emailed her directly and my issue was handled within 1 hour. I was able to pick up my replacement pole the next day (I had a different issue than OP, but still). I'm very happy that my issue was speedily resolved, and that X Pole assisted me with the issue, period. As for the first four months: X Pole really needs to work on treating their customers as clients instead of operating as if they are doing customers a service.
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Thx @tehCammy for the info. Congrats on getting your issues resolved! I guess the secret is to hang in there and keep trying to contact them without giving up. Right now, I just don't have time to do that. But maybe I'll make time in the future! It's now been almost 2 months since I took my xpole down and I can't even get it in the case so it's just sitting in the closet. Sure would be nice if the person emailed me here at SV would follow up to my reply (hint hint hint)
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I'm very sorry to hear about your mom passing. And that you are having difficulty with contacting xpole. I can say that I've never had much luck with emailing them….mostly to their generic email boxes like mailto:info@x-poleusa, etc. However I've always had better success with calling them on the phone. They are always so helpful and sensitive to my issues. When I bought my first Xpert, the A-pole must of had a bruised thread and I had a hard time taking it down because it got stuck in the adjuster. I called xpole and they replaced the A-pole immediately for me, at no charge. When I bought my x-stage, the boxes that it was shipped in were damaged and in turned damaged my traveling bags. Once xpole had restocked the xstage bags, they replaced mine at no charge. I usually talk to Heidi, and she is always so friendly and helpful. So while they may not be good at responding via email, I still feel their costumer service over the phone is super!
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rachelskye, thank you so very much for the kind words. I just started taking dance lessons last May and my mom was super supportive. She had enrolled me in dance when I was a kid to try and buff up my skinny legs and she was thrilled that I was back at it. Not sure she understood it was pole dancing but she wouldn't have cared even if she did. She was just happy I was dancing! Can't begin to say how much I miss her! Anyway, glad to know you had your issues resolved. Sounds like my A-pole has the same problem yours did..I'm in the process of moving right now but once I'm settled, I guess I will keep trying to reach them!
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