Customer review for JOOLA United Pro 18

Review by ranjit73 (Verified Customer) for JOOLA Motion 18 on August 29, 2017

The table arrived about 10 days after purchase, delivered by a courteous driver. Boy, was it heavy! Had to unpack it before moving it inside in pieces. Right away, I noticed that it was missing parts - the ball holders and magnetic scorers. Then started assembling it, and ran into a nightmare called a nylon screw nut. To install this, I would need two spanner wrenches of the exact size, which the package did not have! It would have been helpful of Joola to spend an extra $1 and provide cheap versions of these like most furniture deliveries do. Anyway, I managed to scrounge these even though one was not the exact size. So it took me more than two hours to assemble the table. The instruction booklet was sub-par and it was not possible to do some of the things mentioned e.g. locking the legs after installing the wheels. There were also inconsistencies with the video on the website, indicating need for significant process improvements at the company. A card in the package said that I could email the company if anything was missing and I did, only to get a response asking me to fill in a web form, to which I got an email response asking for some of the same info I had filled in the form! Anyway, after this they shipped me the missing parts, which I tried to put on the table. Turns out they had sent me ball holder tops and bottoms, while I needed only the bottoms with this table, so that took me another 15 minutes to figure out! One of the holes in the plastic had gunk left over from the molding process and the screw wouldn't go in, so I had to hammer it in - poor quality control. In all, took another 45 minutes to put in the ball holders. The table is beautiful and plays well. I only wish Joola had their processes in order to make the customer experience better.

Edit: Megaspin's customer service throughout the process was exemplary. In response to my experience, they arranged for Joola to give a credit for some additional products, which were promptly dispatched. All's well that ends well

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