X-POLE Reviews 290

This is the second pole I’ve purchased with X-Pole and another good experience. They are efficient with help if there’s a problem and get back to you promptly! I had an issue with thinking my pole was the wrong length and Roxanne Harvey was sooo helpful and patient with me each email correspondence. Even sending me video reference she recorded herself. Above and beyond! If anyone ever inquires about my poles, I always direct them straight to X Pole. Best poles, best customer service experience.

Roxanne helped me resolve my issue VERY FAST!!! Absolutely amazing!!!

Carolina was very helpful and extremely sweet , great people person and easy to talk to !! Would recommend!!!

I reached out to customer service via email about different products and Roxanne responded quickly and efficiently, all while making me feel valued as a consumer. Thank you Roxanne! I appreciate your help!

I've had to contact Xpole regarding some concerns about a pole I purchased. Roxanne Harvey has been the rep I have worked with. She has been lovely to work with and has really made me feel that I made the right choice in ordering a pole from xpole. Her tact, professionalism, and empathy make her a stunning customer service rep and x pole is lucky to have her on their team!

Not only is their product amazing, their customer service is also top notch! I initially ordered the Xpole Xpert in Chrome but ended up switching it with a Titanium Gold. The TG is so beautiful! I am so obsessed with it. The grip is also a lot better than other poles I've used in the past. Carolina helped me with the whole switching (from Chrome to TG) process, she also sent me a very well detailed pickup instructions since I live in the same city as the warehouse location. The hand off was super smooth and easy, I was advised not to get out of the vehicle and wear a mask while they load the pole in the trunk. Overall, a very positive experience and I am so in love with my new pole :)

I ordered a pole in February and received an email that my order was processed on February 22, 2021, but I have not received any tracking information or any other information. I have tried over two days to call customer service. I could not get in contact with anyone. I left a message, but I have not received a call back. I will try to send an email soon. I understand that the company is backed up from COVID19, but I have seen other comment from people who placed their order after mine, but have already gotten their poles. Some information would be nice.

Update (25 March):
To echo everyone's commendation for Carolina, her customer service was efficient and kind. There was a miscommunication on my side. I had not received any of their other emails letting me know about additional requirement. Everything was solved, but I have to wait for them to restock.

They returned my voicemail promptly and treated me with great care. Outstanding employee.

Carolina was one of the best customer service reps I have dealt with in a long time! And I have dealt with many, she is a keeper!!!

Great customer service! Carolina was extremely friendly and helpful!

Before I ordered I saw a few bad reviews about people waiting a long time to receive their poles so I was under the impression it would take a while after ordering mine. I ordered on the 3rd of March and my pole said it was shipped the day after and due to be delivered on the 8th. My pole actually arrived literally within 2 days on the 5th of March!!!

I ordered the wrong finish pole and was able to get the problem fixed by the next day! I called and left a voice mail. Carolina Stone got back with me and was super sweet and helpful! Got to change my pole to the right finish! Very happy with the great customer service!! Thank you XPole!

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!