Very poor communication and service delivery - Squash Racket Repairs

16 January 2018 - I took my squash racket in for re-stringing. I was advised that due to a crack in the frame I need to get the racket repaired first before it can be restrung. We agreed on that my racket would be repaired and new grommets would be ordered for the racket. SW took my details and promised to communicate when the racket's graphite was repaired.

After 2 weeks of no communication I went back to SW only to find that no-one was aware of my racket that needed to be fixed and that new grommets had to be ordered. We located the racket and I had to re-explain what we agreed upon 2 weeks ago. I was told that I would be contacted with a status update.

After another 2 weeks and no communication I went back to SW. It took a while for them to eventually find out and explain that grommets for my racket had to be ordered and that they will phone me with a status update.

Months passes from which I heard nothing from SW. I was there again a couple of times with the racket still waiting for grommets or staff promising that I will be contacted with regards to when my racket will be ready.

I went to SW on 2 May to pick up my racket. Still no grommets after 4 months.

I understand that in some cases racket parts might not be readily available. In those instances communication, especially if promised, would be highly appreciated.

4 months is a ridiculously long time even if parts need to be ordered form overseas for example. And is a specific part is discontinued, communication is all that is needed.

I will definitely not take any of my rackets back to SW's Woodmead branch for fixing or re-stringing.