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

This is my first time purchasing with XPole and I’m super excited about what I’m getting! The process with FedEx has been slightly frustrating as I’ve missed two delivery attempts. I contacted XPole and spoke to both Melissa and Carolina and oh my goodness. They’re amazing! They made the process way less stressful and answered all my questions. Carolina even 3 way called with FedEx to sort this out for me. I’m so so happy that I chose them to purchase from! They are so supportive and I couldn’t be happier! Thank y’all so much!!

Happy with my purchase. There is a bit of a wait due to the holiday season, among other reasons,which they let you know about up front. Customer service via email has been great. The Customer Service Associate was Melissa M, she was amazing. She was knowledgeable, helpful and she made sure all of my questions were answered. I had more questions once I got my pole and Melissa gave me a call to help me understand the installation process. She went above and beyond. The set up was easier than I expected.

Would give 0 stars if I could. I excitedly ordered a pole and the website told me I did not need any additional extensions despite me putting in my ceiling measurements MULTIPLE times and with different ceiling heights, to make sure that I was correct in not needing an extension piece. I did not feel like waiting for another order or another piece that might be missing. I then proceeded to wait 11 days for my pole. I finally got it today and to my surprise, the pole DOES need an extension piece and did not fit my ceiling at all. They failed to let me know that they were OUT of extension pieces and their page mistakenly told me “no additional extensions needed. I did not receive ANY email at ANY point indicating there were missing pieces for my product. I call the company and they are apparently out of stock. How are you selling poles without extension pieces? You make your customers wait for their product for them to find out they can’t use it, because of a missing piece. If you as a company don’t have all of the parts of the product, please stop advertising that you do. It is deeply frustrating as a customer. What you should do is take the product off the site until you have ALL the necessary pieces. Do not recommend

Carolina was great! She expedited an order that had some technical difficulties when she didn’t have too! That’s customer service and bc of that I would recommend xpole and Carolina to anyone!

I had a very pleasant experience on my call with Carolina Stone. She was extremely helpful, and was kind enough to process an order over the phone just in time to get the last extension pole in the size that I needed. I am super excited!

Carolina Stone was so sweet, knowledgeable & helpful in my ordering process. I highly recommend X-Pole US for all of your Aerial & Pole Fitness needs!

Customer service does not exist- they are impossible to reach, they’ve had my money for literal months and I can’t reach anyone. I got an email from some other website asking me for a photograph of my driver’s license and my social security number- WHAT?! I’ve never been asked to divulge personal information to order a freaking stripper pole! At this point I just want my money back but no one will answer my emails.