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Business Profile

Tennis Equipment

Tennis Warehouse
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/02/2024

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I recently visited the tennis warehouse website and noticed they had a tennis racket trade-in program. It lists out the instructions, which I followed precisely. First, I called a specialist on the phone and they provided me a quote for a tennis racket that I owned. The quote was for $89 if the racket was in “A condition.” I ordered a new tennis racket from tennis warehouse relying on this information. Then, following their instructions, I mailed back my prior racket that I had been given the $89 quote for. Several days later, tennis warehouse sent me an Email telling me they would pay me $41 for my racket that they just quoted me $89 for! I spoke with somebody and they refused to honor the original quote, despite the fact that my racket was in fact “A condition” which tennis warehouse confirmed. They updated their offer to $50 with $10 store credit but I feel taken advantage of and deceived nonetheless.

    Business Response

    Date: 02/29/2024



    We appreciate your feedback regarding your recent trade-in experience with Tennis Warehouse.  We apologize that your experience has been less than satisfactory are happy to resolve the situation.

    There seems to be some confusion on the initial trade-in quote via phone as the noted trade-in, the Wilson Burn 100 v4 Racquet, currently retails at $49.00. Therefore, quoted trade-in values are always less than the current retail price of the racquet, typically by half. We sincerely apologize for this initial misunderstanding.

    While quotes for trade-ins are given via phone, to confirm the model and grade are as described, trade-in offers are sent via email. This ensures the all parties are in agreement. Our records indicate that upon receipt of your trade-in offer, you spoke with a representative that raised the offer from $41.00 to $50.00. Subsequently, and an additional representative issued a store credit of $10.00 for your frustration.

    To honor your initial quote, we would be happy to offer a refund or store credit for the $30.00 difference. ($89.00 Quote minus $50.00 Refund minus $10.00 Store Credit) Please advise how you would like us to proceed.

    Once again, we very much appreciate you sharing your experience with us and value your business. We look forward to hearing from you soon.

    J******
    Tennis Warehouse

    Customer Answer

    Date: 02/29/2024





    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 21234605, and find that this resolution is satisfactory to me. I REQUEST THE REFUND OPTION. I MAKE A LOT OF PURCHASES FROM TW SO TRUST THEY CAN PROVIDE THE $30 refund on a recent order or mine. 



    Regards,



    C**** ****








































  • Initial Complaint

    Date:09/05/2022

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been regularly shopping on TennisWarehouse and am happy with most of my purchases, except for order #14833245. The string is very loose (far away from what I requested 56/54lbs). Besides, everyone I played with can clearly (and immediately) tell that the sound when I hit is so weird. I suspect it is not just the stringing issue; the racket might have some problems as well.

    I am requesting a return or a replacement.

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