Matthew Dufek 3 months ago

Shady return practices and terrible customer serviceI purchased a racquet for my daughter, but after speaking with her coach, we realized the model was too heavy. I contacted Tennis Express to initiate a return. Their customer service representative specifically asked for photos to verify the condition before approving the process. I sent photos showing the racquet untouched and still in its original shipping bubble wrap. The rep confirmed it was in "new condition" and issued a return label.I shipped it back exactly as it arrived. They received it on a Monday but sat on the package until I emailed them days later to ask about the status. Suddenly, they claimed the plastic grip had been opened and hit me with a 10% restocking fee, which they also tried to over charge by with holding $23. That is 14% not thier perpirted 10% thdy cited trying to steal from a customer. This was a complete fabrication. The racquet was never opened or used.When I emailed and called to dispute this completely unjustified fee, their customer service team completely ignored me. I had to file a formal dispute with Affirm. Affirm looked at my email evidence and immediately reversed the charges in less than five minutes.Do not trust this company's return policy. If you have to return an item, take extensive pictures, because they will try to hit you with fake restocking fees and then ignore your communications when you call them out on it.​Inaccurate Fees: The business states a 10% restocking fee was applied. However, $23 was withheld from a $177 purchase, which is roughly a 13% charge.​Unused Condition: The racquet was sold and returned unstrung. It is impossible to use a racquet in this state.​Documentation: I have provided photos taken immediately upon opening the shipping box to secure the RMA. These photos clearly show the racquet remained in its original protective sleeve. I never removed the racquet from its shipping materials or the sleeve. If the grip plastic was not present, it is because the item was shipped to me in that condition.​Chain of Custody: The box was only opened to fulfill the merchant's own photo requirements for the return. Any claim that the item was "used" is factually impossible and suggests the merchant is charging fees for pre-existing conditions or simply inflating costs.​While I have recovered the disputed amount through my financial provider afirm, I wish to make it clear for the record that the merchant's claims regarding the condition of the return are false.included and attached the photos of the completely unstrung, never used racquet that i only opened and took pictures of the fully bubble and plastic wrapped head racquet was at the request of Tennis Express customer service.They received the EXACT RACQUET IN THE EXACT SAME CONDITION NEW AND WRAPPED THAT THEY SHIPPED IT TO ME. THE BOX FROM TENNIS EXPRESS WAS NEVER OPENED EXCEPT 1 MINUTE FOR THESE 3 PICTUREStotal scam to try to steal restocking fees from customers and blame the customer for their own product shipping

David Harner a month ago

Joel on the customer service team was great! After his VERY quick reply to my shipping question (20-minute email response time!) and VERY quick delivery of my order (before I expected and needed it!), I can say with certainty that Tennis Express’ customer service is exceptional and I will be coming to them to buy all my tennis gear for many years to come! The company is very aptly named Tennis EXPRESS. Thanks again!Edit/addition: thank goodness for fast, quality customer service like the Tennis Express’ team provided - it’s a shame that great service like theirs is so hard to come by these days! After reading other reviews, it’s obvious that incredible customer service is a core tenant of theirs.

Nancy Cuevas a month ago

The customer service was excellent—friendly, professional, and very helpful. Sophia helped me out with my return process, she answered all my questions quickly and made the whole process easy. I really appreciated her patience and great attitude.

James Akintayo 2 weeks ago

Cameron was incredibly helpful during my shopping experience at Tennis Express. I was trying to find the right size tennis dresses for my wife, and Cameron took the time to answer my questions and guide me through the sizing options. She was very patient as we worked through the sizing options. I really appreciate the assistance and would definitely shop here again!

Jay’ Discovery 3 months ago

I’m really glad we have this huge tennis and pickleball shop in Houston! They have a wide range of shoes, rackets, and accessories. Plus, their demos and courts are fantastic for trying out different things and finding your favorites.