Futurapadelshop Avis 2

Their package did not arrive and they disappear for weeks and then blame the delivery company, and then disappear for ever.

DO NOT BUY FROM THEM

I ordered a padel racket from this shop and the ordering process was fine. The delivery was a little slow (11 days) but that wasn't a concern. I received my order, and the racket was cracked. I immediately sent a report to Futura Padel Shop with 2 photographs. The initial response, which was quick and without delay, was that they were going to investigate it with the courier. I explained that, that was a matter between them and their courier but that I would like instructions to return the broken racket and receive either a refund or a replacement.
This is where the shop showed that they have no idea about consumer rights. They messaged me that they wanted to see if the racket was under warranty.
It was clear from the courier log timestamp, that the photos of the broken racket sent by me, showed it still in its wrapping 3 minutes after the delivery was received. The photographs I sent were from 2 different angles. They then messaged me asking for 5 different photos from all sides to see the condition of the racket. That was basically alleging that I was being untruthful.
After I sent the 5 images to show again that the broken racket was completely unused, they agreed to send a different model racket as a replacement. I explained that I wanted the racket I had originally purchased and they took over a full working day to reply.
They then confirmed that they would send me my correct replacement. There was an additional condition. They wanted a video of me breaking the original racket that they sent. What a disgraceful lack of faith in a customer who had been upfront and sent all the other images that they had requested. I asked them to arrange to collect the racket instead of me breaking it up and they refused to do this. They then claimed that the racket manufacturer (Dunlop) require this. The issue is that they are 100% incorrect because the legal obligation is on the retail shop to handle the issue and it has nothing to do with the manufacturer. The shop was just being distrustful! I offered to deliver the racket to the Dunlop offices near me and they said that they wanted to see the racket destroyed, so it wasn't a Dunlop issue, it was zero trust in the customer who they delivered a broken racket to. It should be noted that the box the racket was shipped in was in perfect condition, so the racket was packed already broken. I will never buy from this shop again and have shared my experience with a wide padel group and they will not buy from the store either.