JOOLA USAReviews of joolausa.com

Extremely poor customer service experience. The agents are unreliable and frequently go back on their word, failing to honor previous commitments. I strongly advise looking into competitors with better service standards.

Product came completely broken. The cardboard box that it in was completely smashed in on the bottom side where it was hidden when it was dropped off, so I didn’t see it until I was almost completely done putting the table together. When I went to assemble the table top, I realized that something had smashed through the cardboard and completely punctured one side of the table and went through in dented the other side. I contacted them with a full list of 20 pictures of everything that happened. When they finally got back to me, they asked me to send them pictures which like I said I had already done in my intital email. Then they proceeded to not even contact me back at all, ever. Updated: they finally responded after weeks and weeks and then acted like all I wanted was a replacement when I specifically said I wanted a refund and then when I responded again they waited another week and said they don’t do refunds. What a company! I’ve done a chargeback. I tried calling the number as soon as they open, it constantly tells me they don’t have anyone to talk and to try contacting them through email. I’ve called them 15+ times now. I’ve been holding for a half an hour at a time only to have them hang up on me because there’s no one to talk. Worst buy ever! Merry Christmas!

Joola is a very money driven company that has amongst the worst customer support you will find anywhere. Upon doing things wrong and making you wait weeks to correct the issue they will than ask for more money. They are insensitive and tone deaf to their customers' needs and care very little if at all about correcting things in such a way that the consumer feels they are the priority. My best advice would be to find what their selling from other vendors as dealing with them is time-consuming, frustrating, and will lead to a negative outcome for you.

Have tried numerous times to resolve a hack to my card. No response not from email they don’t answer their phones or customer service lines. Really horrible customer service.

Terrible customer service

Agree with all comments on poor customer service and web site. They take your money paddles and then tell you it is out of stock and you wait forever yo get a refund. No credits or offer of alternative product. They have ZERO customer service. If you di get ahold of them they simply say there is nothing they can do. Why are they paying customer service people?

For a company that brands itself as a “leader” in pickleball and claims to produce the #1 equipment in the sport, Joola’s customer service is shockingly unprofessional. You would expect a company sponsoring top pros to know how to handle something as basic as a return. Instead, the experience has been nothing short of insulting. After providing all required information—including the order number, proof of purchase, and evidence that I replaced the items with a different size—I was met with pointless delays and completely unnecessary hoops. Their latest demand? Photos of unused items with tags still attached, as though a simple size return requires a forensic investigation. Calling customer service was even worse. I was told they would “try to connect me with somebody,” only to be dismissed with, “We’re busy, call back later.” That is not customer service. That is avoidance. For a company of this scale, with the resources and reputation Joola flaunts, this behavior is inexcusable. The disparity between their marketing promises and the actual customer experience is staggering. If this is how they treat customers over a straightforward return, I can only imagine the chaos if something truly serious arises. I expected better from a brand that claims to set the industry standard. Based on this experience, they don’t even meet the minimum.

Terrible company to honor warranty. They refuse to honor a warranty on a prrseus pickelball paddle because i purchase it in a Mall Store at a Puerto rico establishment and now with the Brand New Agassi Pro is a wild goose chase to at the end have them tell me that after the high cost for the paddle I have to return it and up to 7 days later after receiving it then they can ship me a replacement. What about all of that wate time? No play time waiting on them? How great they treat their clients??? Very disappointing And the damage that the paddle has they said to don't worry about it because it performs good. Really!!!