Complaints

• Initial Complaint

  07/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau, I hope this message finds you well. I am writing to lodge a formal complaint against Tennis Point concerning order number #**********. The company's records indicate that the package has been delivered; however, I have been unable to locate the package despite thorough searches at the specified delivery location. I have contacted Tennis Point customer support to address this issue and requested their assistance in locating the package or providing a refund. Unfortunately, my efforts have not resulted in a satisfactory resolution. Given the circumstances, I am seeking the Better Business Bureau's intervention to facilitate a resolution. I kindly request the issue of a full refund for the order. Thank you for your prompt attention to this matter. I look forward to your assistance in resolving this issue at the earliest convenience. Best regards, ******* ******** Order Number: **********

  Business response

  07/15/2024

  We have been in communication with the customer.  UPS has provided proof of delivery along with a picture.  We asked UPS to re-open and investigate, which is standard procedure.   We have not declined the request for refund, we are simply waiting for UPS response.    

• Initial Complaint

  03/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a tennis dress around March 15th 2023. The dress did not fit at all. Even though I had purchased several items from tennis point over the last few months of the same size. When I called to start a refund the customer service person said that it was a final sale and could not refund my $27 purchase. Although this is not a large amount I feel ripped off that the company would not stand behind its product. The company claimed it was a final sale. That's true it was labeled "final sale". But my interpretation is that a "final sale" meant it was the last time the item was going on sale - not that the item was unreturnable.

  Business response

  04/05/2023

  The item the customer ordered was categorized in our "Ridiculous Rack" which offers final sale / closeout items at a greatly reduced cost compared to its normal price. As shown in the attached images, we note that these are final sale with no refunds or exchanges in the link to click on and in the item description. 

   

  For the confusion, we will refund the customer for the cost of the item without them having to return it. 

   

  Please contact cvaracalli@tennis-point.com if any additional information is needed. 

  Customer response

  04/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ********
  

• Initial Complaint

  12/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a ******* **** ****** racquet on 06/07/2022, it is supposed with 1 year warranty. My son used it to play on the court and always in normal use. Then he felt not right to his play and checked the racquet and found there is a crevice on the frame. I contacted tennis point but my warranty claim was denied for the reason like this: Ian M******* (B2B) Dec 2, 2022, 18:11 GMT+1 Hi, There might be a crack at the center of the impact chip but it's hard to tell from the photos. This warranty claim would be denied if there is a crack in the racquet as it is the result of impact with a ball or other hard surface not a manufacturing defect. This would not be covered under our warranty program. Thanks, ******* Warranty Department

  Business response

  12/05/2022

  We reached resolution with the customer and provided a replacement racquet and free stringing service.

   

  The warranty claim was initially declined as the frame itself had been evaluated by the manufacturer for defect however, their judgement was that the frame was damaged by impact which is not covered under warranty so we elected to replace the item out of our own inventory. 

   

  Future correspondence can be sent to cvaracalli@tennis-point.com as I am the department supervisor. 

   

  Thank you.

  Customer response

  12/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* **
  

• Initial Complaint

  10/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ON OR ABOUT AUGUST 16, 2022 I SUBMITTED A PURCHASE FOR A PAIR OF **** SHORTS AND SWEAT PANTS FROM "TENNIS-POINT (AKA MIDWEST SPORTS SUPPLY)", THE COMBINED TOTAL AMOUNT I WAS CHARGED FOR BOTH ITEMS WAS $129.17. (SEE ATTACHMENT SHOWING ****** INVOICE). I RECIEVED THE **** SHORTS FROM MIDWEST SHORTLY THEREAFTER. HOWEVER, I DID NOT RECIEVE THE SWEAT PANTS. I CONTACTED MIDWEST'S CUSTOMER SERVICE RE THE ISSUE AND THEY SAID THE SWEAT PANTS WOULD BE SENT OUT BY "THE MIDDLE OF SEPTEMBER." (SEE "EMAIL EXCHANGE" ATTACHMENT) AND THAT IF THEY WERE NOT RECIEVED BY THE END SEPTEMBER I WOULD RECIEVE A REFUND OF $85 (THE COST OF THE SWEAT PANTS ONLY). I WAITED TILL THE END OF SEPTEMBER AND THEN ATTEMPTED TO CONTACT MIDWEST, BUT AS OF TODAY, OCTOBER 3, 2022 I HAVE STILL NOT RECIEVED A REPLY FROM MIDWEST. FURTHER AS OF TODAY, OCTOBER 3, 2022, I HAVE NOT RECIEVED EITHER THE SWEAT PANTS OR THE $85. I WOULD LIKE MY $85 RETURNED TO ME ASAP, THANK YOU.

  Business response

  10/17/2022

  Hello BBB,

  In accordance with your letter dated 10/4/2022 about complaint ********, I am writing to inform you that this case has already need resolved and the customer's order was cancelled and refunded per their request via email we received from the customer on 10/4. I have attached supporting documents including a copy of the email exchange as well as the transaction details for the ****** refund.

  We received a request for update from the customer on Saturday, 10/2, and our representative replied to their email on Tuesday 10/4. The subsequent refund request was made at 11:57 PM on 10/4 and the order was cancelled after we opened on 10/5 at 9:38 AM (see email attachment). The refund was submitted to ****** by our credit department on the next day and completed by ****** on 10/7 (see ****** attachment).

  If there is additional information you need from our team to resolve the complaint, please let us know.

  Thank You,

  Tennis-Point Customer Care

  Customer response

  10/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****
  

*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. ↩