Dear Niko,
We sincerely apologize for the shipping error that occurred with your order. We fully acknowledge that mistake and recognize that resolving this matter took much longer than it should have.
That said, we believe it is important for readers to have the complete picture.
First, this was not your first purchase from Tennis ProSport. You had successfully placed several orders with us in the past, making it unfortunate that years of business between us are now being judged solely on this single transaction.
Your original order was for two used racquets, which are unique items and cannot always be replaced with identical ones. Due to our shipping error, you received one new racquet and one used racquet, with one being the wrong model. We acknowledged that mistake as soon as it was brought to our attention.
Throughout our discussions, several solutions were explored, including the possibility of replacing the original used racquets with brand-new models from our current inventory in an effort to resolve the matter as fairly as possible.
We also acknowledge that some of the delivery timelines we communicated were not met, and for that we sincerely apologize.
We would also like to point out that, as this matter progressed, the volume and tone of the communications became increasingly aggressive. We received repeated calls not only to our store but also to my personal cell phone, along with text messages containing inappropriate language. Out of respect for privacy and professionalism, we have chosen not to publish those private communications, although we have retained the complete record.
However, we cannot accept statements describing Tennis ProSport as a "scam" or suggesting that we intentionally deceived a customer. These are very serious allegations that do not reflect the documented facts or the complete history of this matter.
For many years, Tennis ProSport has proudly served thousands of tennis and pickleball players across Canada. We do not claim to be perfect. When we make a mistake, we acknowledge it and do everything we can to correct it with professionalism, fairness, and good faith.
Jean-Michel Guimond
Owner – Tennis ProSport
