X-POLE US Reviews 73

I have been using X-Pole for years and after moving I needed to change my set-up. I placed an order for new parts for my X-Pert pole, only to realize upon delivery that I had ordered incorrectly! After emailing the X-Pole support team about ordering replacements, Carolina Stone responded with her direct extension. She was so kind and helpful! She not only helped me with a new order, she also sent me a specific replacement part (thay you cannot order online) at no charge! Thanks to her help, I will be able to get my pole back up and get back to dancing at home. Thank you, Carolina! :)

Noemi Hernandez was quick and efficient with my request! 5/5 for customer service and to Noemi Hernandez thank you so much for your assistance!

~A happy Xpole gal

Noemi Hernadez helped make my experience with X Pole customer service wonderful! She was so helpful in helping me find the replacement part I needed for my X Pole NX, and even went the extra mile to help me make sure I was getting the correct item at the most accessible price possible! Grateful for the customer service and kind helpful people at X Pole.

My experience with X-Pole's customer service was exceptional. Speaking with Sales and International Support Manager Carolina Stone, she was personable and clearly outlined what I need to do re: ordering while also giving honest advice that was specific to me. I was already recommended to X-Pole by someone else who buys from the company, but it was Carolina's support and style that will have me be a repeat customer.

High-quality products & phenomenal customer service!

I have been a loyal customer of X-pole since their inception and currently own the X-frame, The X-stage lite & Lyra pole - all of which are easy to assemble, disassemble and transport making them so versatile for practice, play & performance!

Their customer service is always easy to reach via email or phone, is personable and goes the extra mile to make me feel valued & appreciated as a customer.

They are the best on the market!!

Carolina Stone Was quick, efficient, and exceeded my expectations as a consumer! She is a gem and truly one of the best sales professionals I have dealt with!

I ordered the XPERT Pro (px) 45 mm to replace my PFD Chrome Pro dance pole 45 mm. I am very happy with my new pole. It is definitely more sturdy which allows me to do more moves confidently. I am also enjoying the small base and being able to switch my pole from spin to static without stopping to get a tool out to do so.

I ordered the pole on black Friday 2024 and FedEx was taking there time shipping my package. At the time x-pole did not know if the package was lost or just delayed. So Carolina shipped out another one along with some free leg warmers since my shipment had been delayed. The other package did eventually show up and is on its way back to the warehouse. So glad that I did not have to wait for the orginal package as it took some time to come in. Carolina was very sweet and helpful.

Carolina was so very helpful and attentive. This time of year crazy for retail companies but she never made me feel like a bother or inconvenience. Will be buying from X-Pole exclusively for my pole needs and recommending to everyone. I also love my pole so much.

They do not answer their phone. When they do, they hang up. Other times you wait, only to be sent to voicemail.

No responses through messaging or emails.

It should not be this difficult to respond to customers.

1 star is too generous for a company that will not talk to customers through any form of communications.

I wouldnt recommend them to anyone if they were the only pole company on earth.

The customer service tremendously improved over the past year.

My previous experiences with the customer service were not great, since it would be very hard to reach them and the response times were taking weeks.

This time I had an issue with the missing piece that they didn't send me with the vaulted mount and the customer service was very helpful and responsive. So they sent me a missing piece the same day.

I did have to re-instal the whole construction and take the permanent mount off the ceiling completely in order to add this extension (which sucked), but at least I was able to fix this within two weeks and didn't take months to reach them like it used to.

Roxanne H was SUPER kind and helpful! I really appreciated her energy and expertise!

Ordered my stage and it didn’t take long for it to be ready for pick up. Timing for pick up was a bit tricky for me, my husband is a hotshot driver and usually in the area but at no set time. Stef was amazing when he walked in without a scheduled pick up time and allowed him to pick up my order. After a few days of having it at home I opened my stage to set it up and one plate was a bit damaged. I immediately messaged customer service after hours and was contacted by Roxanne as soon as they opened the next day. She was quick to offer a solution and shipped me a new plate. I am a fan of their customer service and will continue doing business with them. Thank you so much Stef and Roxanne for a wonderful experience!

Best poles but they clearly don't have enough competition, because their cx is maddening. I have multiple poles bought over a 7 year span so it's not like I got a weird one off experience of someone on a bad day. Every time I've called the person on the phone speaks to like I'm a moron and it's incredibly inconvenient that they have to waste time talking to me. Pricing and product details are frequently inconsistent with the website (several of my poles came with an included travel bag, when they made it a separate purchase, the website wasn't updated right away, but when I inquired there was no acknowledgement that it was a reasonable enough query - it's not like I demanded a free bag or anything. I've worked a lot of cx, I start conversations as a customer being overly nice and accommodating - and the attitude was that it was ridiculous and annoying for me to have asked. When I've asked for help with pole set up, while their tech knowledge is spot on, again I've always been treated with palpable disdain. You can get a feel for the coldness I'm describing reading some of their replies to critical reviews here. If you can, I reccommend buying from a pole studio, so they can deal w xpole on your behalf. The most egregious part of their cx isn't even the attitude though, it's the total ghosting in communication. All my pole friends share this impression and it's a bit of a joke, like ooh you got a reply from the one xpole person chosen to write an email this month! I've had so many queries where no one got back to me, ever even after I followed up repeatedly, and I either had to give up or chase them down via phone. I've frequently been passed from one person or department to another, had basic checkout functions of the website not work but not been able to get anyone to fix them or help with workarounds, or gone multiple months without an issue being resolved. Again, best poles by a LONG shot, but it's basically illustrative of why monopolies are bad for consumers. Xpole consistently conveys, in my experience, that you're lucky to be allowed to buy their product. Don't expect accessibility, empathy, kindness, or efficiency

Carolina was very helpful and polite.

Caroline went above and beyond to help me and was an absolute joy. This was one of the best customer experiences I jave had with a company and it made me a more committed buyer.

I was a little iffy with the price until I actually got my X-pole. To go from a cheap one to this is incredible! The grip and solidity alone make it insanely professional and easy to use. Set up was a breeze as well!!!

I had a problem with one of the components of my XPERT Pro tension-mounted pole, so I reached out to X-Pole and was quickly contacted by Roxanne who gave me a very comprehensive guide to troubleshooting the issue. When we figured out that it was a mistake in the manufacturing process, Roxanne was kind enough to send in an order for a replacement part and gave me the information I would need for tracking and receiving the replacement. Thank you to Roxanne and the X-Pole team!

The customer service is great. Roxanne is responsive and very helpful to help me find the right products.

Roxanne was great! She answered every email in a timely fashion and even offered to Facetime with me so she could take a look at our issues in real time. We're still working together to resolve the issue, but she's been awesome so far!

Roxanne was a star helping me sort out my issue with my stuck x-joint! She was patient and resourceful and really guided me through the process.