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.

Roxanne was very helpful, answering both of my questions quite thoroughly. She gave me her professional opinion on the best setup for my space, and helped me understand my pickup and shipping options. It took a couple days to hear back from the X-Pole team, but they did notify me it would take up to seven business days to hear back when I sent in my email and got back to me well within that time frame. Thanks again, Roxanne!

The customer service representative that handled my questions and requests was Melissa Mares. I have been looking to get an XPole Pro for a while and finally saved up enough to treat myself! before purchasing, I saw in the past there were 20 percent off deals offered for military and veterans and emailed the customer service asking if they would honor the sale before purchasing! I got wary after not receiving an email back after a couple of days and went ahead and purchased the pole and emailed the customer service asking if they would be able to just refund the difference after sending my verifications ahead of time and she got back to me and was able to give me 10 percent back! I look forward to furthering my pole journey and thank Melissa for being so efficient in finding out and honoring their discount policy!

Very helpful and kind! Thank you so much!