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How to Communicate with Us

This page describes how to communicate with

  • Pro Shop
  • Appointment Coordinator
  • Ecommerce Team

How to Communicate with the Pro Shop

There is only one way to communicate with staff in the pro shop. You must visit the pro shop in person.

Pro shop staff do not communicate by phone, text, email, fax, chat apps, or social media.

Our pro shop staff are entirely focused on customers who are present in the pro shop.

If you wish to communicate at length with an expert in the pro shop, we strongly recommend booking an appointment prior to your visit. That way you can be 100% certain to have all of your questions answered without having to wait in line.

How to Communicate with the Appointment Coordinator

Appointments are required for:

  • shoes
  • racquet demos
  • 1-hour racquet stringing

Our Appointment Coordinator, Laurie, is part of our Ecommerce Team. She works remotely to screen and book appointments for in-person visits to the pro shop. In order to make sure that she is not wasting your time, she needs to have a clear understanding of what customers are trying to accomplish during in-person visits.

The only way to communicate with the Appointment Coordinator is through your account on racquetnetwork.com. Simply request an appointment through the website and she will respond by email.

How to Communicate with the Ecommerce Team

Our Ecommerce Team works remotely to fill orders placed on racquetnetwork.com. To communicate with this team, place an order through racquetnetwork.com. They will respond by posting messages to your account.

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Conditional Appointments Policy

A conditional appointment is an appointment request with a required condition. For example, a customer requests an appointment to see a specific racquet, a specific shoe, or a shoe in a specific color.

Our appointment coordinator is not permitted to book conditional appointments.

Here is why.

Nobody who works for Racquet Network is permitted to guarantee any customer that any particular item, model, color, or brand will be in stock in our pro shop at some future point in time.

This is because every item in the pro shop is available to every customer equally on a first come first serve basis.

The first person to walk in the door and ask to purchase an item gets to purchase it.

Staff are not permitted to hold inventory on spec for anybody — even if they have requested an appointment.

We have to be fair to everybody. This policy is exactly that. It is fully transparent and applies equally to every customer.

Customers who want to be 100% certain that a product will be waiting for them when they arrive at the pro shop can order it online.

They are notified when that item is in the pro shop and is ready for pickup.

Every customer has the same opportunity to do this.

For this reason, our appointment coordinator cannot accept conditional appointments.

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How We Communicate our Appointments-only Policy

There is no reason anybody should arrive at our store and be surprised to find that an appointment is required for a shoe fitting.

We go to great lengths to make sure the customers know about our appointments-only policy.

Telephone Message

It is clearly stated in our phone message.

You can listen to this message here:

On Our Website

There is a message posted on literally every page on our 3000+ page website:

Our appointment request form even specifies which services appointments are required for:

On Our Google Page

The information is also published on our Google page.

If you look at it on a desktop, this is what you see:

If you are looking it on your mobile device, it looks like this:

If you click on the UPDATES tab (and you should always click on the UPDATES tab before visiting ANY business during a pandemic) you might see something like this:

If you click on the ABOUT tab, this is what you see:

In fact, even if you click on the PRODUCTS tab you should get the message that appointments are required.

On Our Front Door

If you didn’t bother to call, or check our website, or check our google page before leaving your house, we have signage on our door that also indicates the policy:

Apologies

While it is unfortunate that some people arrive at our store unaware that this has been our policy since the start of the Covid-19 pandemic, there isn’t much else we can do to make people aware of this policy.

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Ship to Store Option

Orders placed through this website may be shipped to your home or business. Some items may also be shipped to our southwest Calgary store for in-store pickup.

We also offer a special SHIP TO STORE option for people purchasing the following items:

  1. shoes
  2. racquet bags

Shoes

If you see a shoe you are interested in, but want to try it on before committing to purchasing it, you may order it online and choose SHIP TO STORE. Once it arrives in-store, you will be notified so that you can go to the store and try it on.

If it does not fit or if you decide not to purchase it for any reason, it will be refunded.

Racquet Bags

We offer the same option for racquet bags. Simply order online and choose SHIP TO STORE.

You will be notified when it is ready for pickup. If you decide it is not right for you, the order will be canceled and refunded.

Exceptions

Please note that this option does not apply to engraved or customized items. Once items are engrave or customized, they cannot be returned.

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Demo Program Details


Demo Program Details

This program is the best way to ensure that the racquet you purchase is the right racquet for you.

Pro shop customers demo more than 2000 racquets every year. The satisfaction rate for customers who participate in this program is nearly 100% six months after their purchase.

This program is offered only in-store. It is not available to online customers.

Customers who wish to enter the demo program or talk to staff about this program, must do so in person. The pro shop does not conduct demo program business over the phone, by email, or by text.

Book an EXPRESS SERVICE APPOINTMENT to discuss this further.

How much does it cost to test drive racquets?

Test driving costs nothing, but customers who enter the program are committing to buying a racquet from us at the end of the one-month trial period.

How does it work?

Test drivers put down a security deposit. This allows them to test drive any racquet we have in our demo program. They can then test each racquet for up to one week. At the end of the one-month trial period, they choose the racquet they want to purchase and their deposit is refunded against the purchase price.

How much is the deposit?

The size of the deposit depends on the number of racquets the customer wants to take out each each week. If they are testing one racquet at a time, the deposit is $50.00. If they are testing two at a time, the deposit is $100.00.

What if I change my mind and do not want to buy a racquet?

Our demo program is only offered to customers who are committed to purchasing a new racquet from us within 30 days. If you do not intend to buy a racquet from us, please do not enter our demo program.

Can I apply my demo deposit to an online racquet purchase?

Our racquet demo program is offered to in-store customers only. Demo deposits can only be applied to in-store purchases. They cannot be applied to online purchases.

How do I start?

Simply make an appointment to come into the store. Bring a valid credit card. One of our experts will set up a demo account and help you choose your first racquet to test drive. This process usually requires about 30 minutes on the first visit. Subsequent visits to drop off and pick up only required a couple of minutes each.